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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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
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.
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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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
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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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"
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.
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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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"
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.
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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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.
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
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
Please Note: If you need more information than is supplied here,
we will be happy to assist you by telephone at 800-397-8417 (speak with sales) for a nominal fee of $45 for