Hotline for ACD Agents
Description
Hotline gives a multiline terminal user One-button Calling and Transfer to another extension (the
Hotline partner). Hotline helps co-workers that work closely together. The Hotline partners can call or
transfer calls to each other just by pressing a single key.
Enhanced for ACD applications, Hotline provides a unique Busy Lamp Field (BLF) for ACD agents as
well as a BLF for co-workers that are not ACD agents. The charts below show both sets of BLF
indications.
Table 3-3 BLF For ACD Agents
BLF For ACD Agents
BLF Indicator ACD Agent Status
Off Idle and is not an ACD Agent
On Busy
Double Wink Off Making an emergency call
Wink Off Logged off or not installed
Double Wink On Logged on
Table 3-4 BLF for co-workers who are not ACD Agents
BLF for co-workers who are not ACD Agents
BLF Indicator Co-worker Status
Off Idle
On Busy or ringing
Fast Flash In Do Not Disturb — All calls (option 3) or intercom calls (option 2)
Conditions
• An extension user cannot use Hotline to pick up a call ringing their Hotline partner's extension.
• Hotline does not override Do Not Disturb.
• Hotline always follows the Handsfree Answerback/Forced Intercom Ringing mode set at the called
extension. The Hotline caller can override the setting, if desired.
• If the partner's extension is busy, Hotline does not automatically activate Off Hook Signaling.
Default Settings
• No Hotline keys programmed (no keys assigned code 01 in Program 15-07-01).
Programming
Program No.
Program Name / Description
15-07-01 Programmable Function Keys
Assign a function key for Hotline (code 01 + partner's extension number).
SL2100 ISSUE 1.0
3-8
Hotline for ACD Agents
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