Évaluations - 4, GPA: 3
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Facilité d'utilisation
If the line is busy or if the person does not answer, press rto return to the original caller. 3. Press mor tto complete the transfer and disconnect yourself from the call. To transfer a call by establishing a conference: 1. While on the current call, press t. The current call goes on hold automatically. You hear three beeps followed by the dial tone. 2. Dial the number of the new person you want to add to the conference. When the person answers, you can talk privately — the original caller cannot hear your conversation. If the line is busy or the person does not answer, press rto return to the original caller. 3. Press tto establish a conference. You can now speak with both parties. 4. Press rto disconnect yourself from the call and complete the transfer. 28 Controlling your telephone line Make Busy You can make your telephone appear busy to all callers except those using the intercom. You might want to use this feature when you are meeting with someone and don't want to be disturbed. To make your telephone appear busy: 1. Press x. The indicator beside the Make Busy key goes ON. To cancel Make Busy: 1. Press xagain. The indicator beside the Make Busy key goes OFF. Privacy If you share a line with other people and the line is not programmed for Privacy, anyone can access the line while you are using it. Privacy lets you make a call temporarily private. To make your current call private: 1. Press y. Other people who share your line are now prevented from bridging into your call. To remove the privacy status from your call: 1. Press yagain. Privacy is also automatically removed from your line when you end your call. 29 Agent Features AN ACD system distributes incoming calls evenly to all agents that are logged into the system. Agents are divided into groups working under the guidance of a supervisor. As an agent, you are responsible for answering calls that have been directed to your ACD group and presented at your position. This part of the guide explains how to: - log in and out of the ACD system - answer ACD calls - put calls on hold call your supervisor - use the Line of Business feature - deal with an emergency call - use the Not Ready key for post-call processing - display the queue threshold. Logging in To act as an agent and receive ACD calls you must first log into the system. At the start of the log-in procedure the Make Busy indicator should be on. If the indicator is blinking, press xuntil the indicator comes on steadily. To log in: 1. Press ,. 2. Lift the handset or plug in your headset. The In Calls indicator comes on and you hear special dial tone (a lower note and a higher note repeated alternately). 3. Key your 4-digit log-in ID. The digits appear on the display as you key them. If your installation uses passwords, you will hear special dial tone again and you should key your 4-digit password. Your supervisor will tell you if a password is required. The digits of your password will not be displayed as you key them. After successful entry of a log-in ID (and password, if required) the In Calls and Make Busy indicators go out, the display clears, and the Not Ready indicator comes on. 4. When you are ready to begin receiving ACD calls press A. The Not Ready indicator goes out. 30 Agent Features: continued Logging out At the end of your shift you should log out from the ACD system. To log out, press x. The Make Busy indicator comes on and you are logged out of the ACD system. No ACD calls or non-ACD calls will be presented to your telephone while the Make Busy indicator is on. If you wish to receive non-ACD calls, press xa second time. The indicator starts to blink. Non-ACD calls may be received on line keys when the Make Busy indicator is blinking. If you press xwhile active on an ACD call, you will be logged out when the call is released. Note: If a call is presented to your station and it is not answered within a specified number of rings, your telephone will automatically go into Make Busy mode. Answering ACD calls ACD calls are presented to your telephone on the ,key (the bottom key on your telephone). When an ACD call is received, the In Calls indicator flashes and you hear a short ring from the telephone. If you are using a headset you hear a short tone through the earpiece. The ,key is used only to answer ACD calls. The other features part of this guide explains how to make and answer non-ACD calls. To answer the ACD call, press ,. The In Calls indicator comes on and you are connected to the caller. Note: At some sites the telephones are programmed to answer ACD calls automatically. Your supervisor will tell you if your ACD system works like this. If it does, you are connected to the caller immediately after the telephone rings without having to press ,. At the end of the call press r(or hang up the handset if no headset is connected). 31 Agent Features: continued Putting an ACD call on hold To put a call on hold while you look up information or consult your supervisor press a. The In Cal...