Avaya 1150E - Manual (Page 119)

Call Center Agent features
119
Call Center Agent features
This section explains the features that are available to ACD agent
positions.
Use Activity Code
This feature allows you to record the type of activity you are performing.
On the Meridian 1, use the
Activity Key and activity codes.The
Meridian 1 tracks items such as the number of specific types of calls and
the holding times for these calls.
To capture activities:
Repeat these steps if performing multiple tasks.
Answer Call Center calls
The In-Calls Key is the lower right key on your Avaya 1150E IP
Deskphone and is the main ACD extension (Primary DN). It allows you to
answer the next queued call on the primary DN. This key presents only
ACD calls. To disconnect from an ACD call, press the
Goodbye Key or
press the
In-Calls Key a second time.
To make outgoing calls and accept non-ACD calls, your network
administrator must configure one or more non-ACD DNs (Individual DNs)
to your Avaya 1150E IP Deskphone.
1. Press the Activity key.
2. Dial the Activity Code that corresponds
to the activity being performed.
3. Press the Activity key again.