Nortel Networks Nortel Contivity Extranet 1000 User Manual download pdf (Page 27)

Agent features

To terminate the call

Use Force Call

Use the Force Call feature to automatically connect to an incoming ACD

call. A time interval is set by the system administrator between each

incoming call.

When calls come in, a short tone indicates the new call. The InCall soft

key changes color, and the ACD call automatically goes to the agent

position. Pressing the Incalls key while call forcing (Auto Answer) is

active disconnects an active ACD call.

To enable call forcing for headset users

Choose one of the following:

— Press the Goodbye key.

—Tap the Incalls soft key.

— Tap the individual DN line soft key

(to be removed from the queue).

—Tap the NotReady soft key (to be

removed from the queue, but to

remain logged in as an agent

position) or wait for the caller to

terminate the call.

1. Log in.

2. Replace the handset.

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Nortel Networks Nortel Contivity Extranet 1000 User Manual Page 27