Features
Description/Steps
External: Lift handset or press "Speaker" then dial
PLACING A
CALL
Internal: Lift handset or press "Speaker" then dial the extension number.
When a phone in your pick up group is ringing, your "Call Pickup" button will flash.
CALL PICK-UP
Press "Call Pickup" (or dial
group.
A temporary diversion for all calls to another destination (e.g. another extension).
•
To activate, press "Call Forward" button (you will hear dial tone).
CALL
•
Dial the number to which you want your calls diverted (you will hear a
FORWARD
confirmation tone of 3 beeps and the call forward button will be lit).
•
To deactivate, press "Call Forward" button.
To access the internal telephone directory to find names & extension numbers:
•
Press the "Directory" button.
DIRECTORY,
•
NEXT &
Enter the surname using telephone keypad.
MAKE CALL
•
Press "Next" to scroll through the matching entries.
•
Press "Make Call" to call the name shown on the display.
Menu Options
Press "Menu" button and use up/down arrow keys to scroll through options:
Set brightness; set contrast; change ring pattern, turn on/off button clicks, turn
Screen / Sound
on/off error tones.
Call Settings
Set the call timer, visual alerting, show incoming calls and set the audio path.
Applications
Set call log options.
Advanced
Set language and automatic gain control options.
Network Info
Shows summary of network parameters.
0
followed by the number.
*3
) to answer another ringing phone from your pick up
- 3 -
Call Centre (ACD) Functions
You need to log into the queue in order to receive ACD calls.
To log in:
• Press the "Queue Log IN" button
(you will hear dial tone)
• Enter your 5 digit agent login ID
Queue Log IN
(you will hear dial tone)
• Enter your 5 digit password
(you will hear a confirmation tone of 3 beeps)
Your phone will be placed in an unavailable state known as AUX Work until you
are ready to take an ACD call. The AUX Work button will be lit to indicate that
this is the active login state.
Press the "Auto IN" button to make your phone available to answer calls from the
Auto IN
queue. The Auto IN button will be lit to indicate that the phone is now available
to answer calls from the queue.
After Call Work (also known as ACW or AfterCall) puts your phone into an
unavailable state which used to complete tasks relating to a call.
Press the "After Call Work" button to place the phone in After Call Work mode.
The After Call Work button will now be lit.
After Call Work
To make your phone available for queue calls:
Press the "Auto IN" button to make your phone available for calls from the
queue.
Auxiliary mode (also known as AUX or AuxWork) puts your phone into an
unavailable state.
You will be automatically put into AUX work when you first log into the queue.
AUX Work
This is the default AUX work state. However if you manually enter AUX Work
mode after being in Auto IN or After Call Work you will be prompted to enter a
reason code.
The "Release" button is used to end calls as an alternative to pressing the
Release
"Headset" button.
Work Codes (also called wrap codes or reason codes) are used to classify the
reason for the customer's call.
Work Code
During an ACD call press "Work Code" and enter the 3 digit code.
Repeat this process should the caller have multiple queries.
By pressing this button you will be able to view statistics relating to your
performance:
• Press the "VU Display" button. Data for your intra-day performance is
VU Display
displayed on the screen.
• Press the "Phone/Exit" button to remove stats from the screen.
To log out of the queue press the "Queue Log OUT" button.
Queue Log OUT
(you will hear a confirmation tone of 3 beeps)
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