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Contents
Call Center Agent/Supervisor Features 19
Headset interface .................................................................................19
Agent login .........................................................................................19
Login with Agent ID and Multiple Queue Assignment (MQA) ...................20
Correct errors during the login procedure ..............................................21
Default login ........................................................................................22
Agent logout ........................................................................................22
Call Center Agent features 23
Use Activity Code .................................................................................23
Answer Call Center calls .......................................................................23
Call Forcing .........................................................................................24
Use the Emergency Key ........................................................................25
Use Not Ready ....................................................................................25
Activate Make Set Busy ........................................................................25
Answer or make non-ACD calls ............................................................26
Contact your supervisor ........................................................................26
Use Walkaway and Return from Walkaway ...........................................27
Call Center Supervisor features 29
Agent Keys ..........................................................................................29
Answer Agent ......................................................................................29
Answer Emergency ..............................................................................29
Call Agent ...........................................................................................30
Use the Supervisor Observe and Supervisor Headset Jack .......................30
Observe Agent ....................................................................................31
Interflow ..............................................................................................31
Night Service .......................................................................................32
Viewing queue status 33
The ACD Calls Waiting status indicator .................................................33
Display Queue .....................................................................................34
Display agent status .............................................................................35
Your telephone’s non-ACD call features 36
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