Nortel Networks SL-100 - Manual (Page 4)

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Table of contents
Headset type 30
Headset port on call 30
Headset port external alerter 31
Display diagnostics 31
Call Center headset interface 32
Freeing your hands while on the job 32
Switching between the handset and the headset 32
Call Center agent/supervisor features 33
Agent Login 33
Agent Login Enhancement 33
Agent Logout 34
Agent features 35
Activity Code Fixed Key to activate Line-of-Business code 35
Answer Call Center Calls 35
Call Forcing 36
Multistage Queue Status Key/Lamp 36
Display Queue Threshold (MSQS enhancement for agents) 37
Emergency Key 39
Make Busy 39
Not Ready Key 40
Answer or Make Non-ACD Calls 41
Contact your supervisor 41
Walkaway and Return from Walkaway 42
Transfer to InCalls Key 43
Call Center supervisor features 44
Agent Keys 44
Answer Agent 44
Answer Emergency 45
Call Agent 45
Use Supervisor Observe and the Supervisor Headset Jack 45
Controlled Interflow 46
Night Service 46