ACD Agent Terminals are designed exclusively for headset operation
and have no cradle or handset. 
There
is no "hands free" feature. There are 2 headset jacks, which
may be used at the same time. The terminal has 12programmable keys,
6 soft keys and 7 fixed keys (HOLD, TR/CON, REL, VOL UP, VOL DOWN, SCRL
UP and SCRL DOWN). The function of the soft keys is listed on the last
line of the display. The adjustable 4-line interactive LCD display provides
a visual indication of call status. There is a display contrast adjuster
on the rear of the unit.
TAPI-160 Telephones are recommended for ACD supervisors. The
phone has 12 programmable keys, 6 
soft
keys and 7 fixed keys (HOLD, TR/CON, REL, VOL UP, VOL DOWN, SCRL UP
and SCRL DOWN). The function of the soft keys is listed on thelast line
of the display. The 4-line interactive display provides a visual display
of call status and may be adjusted for position and contrast. The TAPI-160
has a hands free feature. When a "LOG" key is programmed,
this phone uses the same instructions for logging in and operation as
the ACD Agent Terminal.
Do Not Disturb
Note - a DND code must be programmed in station programming
Block Pages - Press the DND key once.
Blocking Calls, background music and Pages - Press the DND key
twice.
Turn off DND - Press the DND key again.
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Night Key
Note - a Night key must be programmed in station programming
Put an ACD Group in Night Mode - Press the "ACD NIGHT"
key
Place the ACD Group in Day Mode - Press the "ACD NIGHT"
key again.
Viewing and Understanding Agent Statistics
With default setup, the statistics are cleared daily at midnight. When
statistics are cleared, the following records are reset.
ACD Calls - The number of calls the agent has answered.
Avg Talk - Average time an agent spends on each call.
Avg Wrap - Agent's average wrap time per call.
Non-ACD Calls - Number of non-ACD calls answered by the agent.
Log On - Total amount of hours and minutes the agent was logged
in.
To view agent statistics - Press the "stat" key. Press
"exit" to return to normal mode.
Answering Calls
When using a headset (such as when using the ACD Agent Terminal) your
extension can be programmed to automatically connect an incoming call
after a warning tone is heard. Otherwise, use the release key to answer.
To disconnect, press the release key.
If using a handset, press the outside line key unless Auto Answer is
programmed, in which case the call will be connected automatically.
An ACD call can be answered by anyone in the system if they know which
group has calls waiting. Lift the handset or press the release key.
Dial 47 and the 2-digit ACD group number.
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Barge In
The barge in feature allows an authorized user (a user with a "barge
in" key programmed) to break into an existing conversation. A short
one alerts the persons conversing that someone has joined the conversation.
"Block barge in" can be used to prevent this feature being
used. Check local laws before using this feature. To use, lift the handset
and dial the extension number that you wish to "barge in"
on. Upon hearing the busy signal, press the "barge in" key.
Call Forwarding from Station to ACD Group
Any call can be directed from a station to an ACD group if the station
has a "forward to ACD" key. To forward, press the "Forward
to ACD" key. To cancel, press the button again.
The "Help" Key
Some stations will be programmed with a "Help" key that signals
your supervisor that you need assistance. When the supervisor determines
which agent is requesting help, they may initiate a 3-way conversation.
When the problem is solved or to cancel, press the "Help"
key again.
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Calling Another Agent
Use the agent number, or, if the alternate dialing feature or dial
by name feature is programmed, call the agent by dialing their extension
number.
To call using the agent number: Lift handset or press the "release"
key. Dial 8 and the 3-digit agent number.
To call using the extension number: Lift the handset or press the "release"
key. Dial the 4-digit extension number (to enable hands-free mode and
directly connect to the agent) OR dial 1 and the 4-digit extension number
(to ring the extension).
Log On/Off
Note: If the maximum number of agents allowed are already logged in
and another agent attempts login, the agent will not be logged in and,
depending on your system options, a message such as "LOGIN DEINIED"
and the extension number may display on a supervisor's terminal.
When a sub code is programmed for the log key - Press the "log"
key. Your agent number is determined by the programming of the log key.
To log on with the agent terminal soft key or "log" key (when
sub code programming is not in effect)- press the "log on"
key and enter your 3-digit agent number.
To log on and manually enter options - press the "log" or
"log on" key and press "*". Enter your manager-assigned
priority number on the dial pad. Enter the 2-digit group number. Enter
your 3-digit agent number.
To log off, press the lighted "LOG" key.
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Qualifying Calls
When programmed, the qualify key allows you to describe each call you
take or make. Up to 500 categories are available and you may use up
to 12 on each call. If entering qualification codes is optional, the
entry must be made during the wrap up time right after you finish a
call. If mandatory, the wrap up LED will not go out until the call is
qualified. If various "QUALIFY" keys are programmed, use the
desired key in place of entering the 3-digit code in the following instructions.
After completing a call, replace the handset or press the "release"
key.
For agent terminal and TAPI - 160: While the "WRAP UP" key
blinks rapidly, press the "QUALIFY" key. Enter the 3-digit
number. To enter more than one code, simply continue entering codes
(9 digits would be 3 codes). To edit codes entered, press the "prev"
or "next" keys. Press "enter" to finish.
For all others: While the "WRAP UP" key blinks, press the
"QUALIFY" key. Enter the 3-digit number. If you need to enter
more than one code, repeat pressing "QUALIFY" and the code
number.
Queue
The queue key, which must be programmed in station programming, indicates
how many calls in your ACD group are waiting to be answered. The faster
the LED flashes, the more calls that are in queue. To answer a call
in queue, lift the handset or press the "release" key. Press
the "Queue" key of the ACD group where calls are waiting.
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Silent Monitor
When programmed, the silent monitor key allows an authorized station
use to listen to calls on another station. Check local laws before using
this feature. Systems equipped with T1 interface port cards are limited
to 5 simultaneous monitored calls. Other systems allow up to 11 calls
to be monitored. "Block Station Monitor", set up on the Station
Programming screen will disable this feature for the station.
To use Silent Monitor, lift the handset or press the "HF"
key. Press the "Silent Monitor" key and dial the extension
number of the agent you wish to monitor. To end, replace the handset
or press the "HF" key.
To use Silent Monitor with DISA - from a telephone outside the system,
dial the DISA line number. Enter the 4-digit DISA pass code. Dial 7
and the last 3 digits of the extension number you wish to monitor.
Transfer Calls
To transfer to an agent, press the "TR/CON" key. Dial 8 and
the 3-digit agent number. If the agent is busy, the call will be "camped
on" to that station. If the agent is not logged on, a fast busy
tone will be heard. To reconnect to the call, press the blinking "OUTSIDE
LINE" key.
To transfer to an extension, press the "TR/CON" key, then
dial 1 and the extension number.
To transfer to an ACD group, press the "TR/CON" key. Dial
47 and the 2-digit ACD group number. Replace the handset.
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"Unavailable" Key
Use this feature when you must leave your desk or must not be disturbed
by ACD calls. Non-ACD calls, such as calls transferred to your station
or intercom calls will not be blocked. To block all calls, use a "DND"
key if available. Press the unavailable key (labeled "UNAVL"
or "NOT AVAIL") to initiate and terminate unavailable mode.
If you do not answer an ACD call in a specified amount of time your
phone will be placed in "unavailable" mode for a period of
time. When the period is up, the system will resume sending calls.
Wrap Up
The pre-programmed wrap up time is provided to allow you to complete
any extra work related to the call. During this time you will not receive
ACD calls. When the wrap up time is up, your LED will go out and you
will be available to receive calls. If you need more time to complete
wrap up tasks, use the unavailable or DND keys.
Use the "REPEAT" key to display the Call Arrival information
for reference.
If programmed for forced qualification, your wrap up key will not go
out until qualification is completed.
To wrap up, after the call, replace the handset or press the "release"
key if you are using a headset. While the wrap up key LED blinks rapidly
you are in wrap up mode. To end wrap up mode manually, press the wrap
up key.
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# Instructions provided herein will not work on all configurations. Some features
may require additional hardware or specific software versions. Call us at 800
362-6740 and speak with sales or contact your installer for more information.
