Nortel Contact Center Symposium ACD Agent

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Login Procedures

Pick up your handsetPress your ACD (Position ID) buttonEnter your Agent ID + “#”

If you use a headset, press your headset button.

How to answer and end a call

To answer an ACD call:Press your ACD (Position ID) button

To end an ACD call:Press the Goodbye button

To put an ACD call on HoldPress the Hold button

To return to the callPress your ACD (Position ID) button

Not Ready Procedures

Note: Calls will still come through to your private number.

To log out for a few minutes (Lunch, Break, training, etc)

Press the Not Ready button No calls will come through to you

until you press the Not Ready button again.

If you are stepping away from your phone for a short period of time, you must put yourself in a Not Ready state

Log out Procedures

Note: If Make Set Busy is pressed only once, a call to the private number will ring busy to the caller or go to voice mail and will not come through.

To log out of the ACD (End of shift)

Press the Make Set Busy button twice

You will be logged out of the system

To log out at the end of your shift:

Your Intercom

Each telephone has its own individual intercom number and you can receive and make calls to other telephones within your intercom group.

To call another telephone within your intercom group:

Press your Shift key to get to the secondary screenPress your intercom buttonDial the 2-digit intercom number

Main Screen

Secondary Screen

Call Hold

To place a call on holdPress the HOLD button (The LCD indicator flashes beside the line on hold)

To retrieve the call on holdPress the line button beside the flashing indicator

Call Transfer

To transfer a call to another extension:Press the TRNS softkey (The other party is put on hold)

After you hear a dial tone, dial the extension that you want to transfer the call

When the party answers, announce your call

Press the TRNS softkey (You will be disconnected from the call)