Answering and releasing a DAC call

Last Updated : Feb 27, 2020 |
Prolog information
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A Direct Agent Call (DAC) is for a specific agent. Call Center Elite routes this call directly to the agent.
For an incoming DAC call, the phone screen displays any one of the following:
  • The prefix DAC followed by the name of the caller.
  • Only “DAC” if no name is assigned to the calling number.
  • DAC with anonymous caller indication if the caller has activated presentation restricted setting on the phone.
Before you begin
Ensure that:
  • You are logged in to the phone as a Call Center Elite agent.
  • You are in one of the following work modes to receive or answer an incoming call center call:
    • Auto-in
    • Manual-in
  • The icon next to the Auto-in or Manual-in work mode is lit, which shows that the particular work mode is active and you are available to receive an incoming call center call.
  1. Do one of the following to answer the incoming call:
    • To answer on the headset, press the call appearance key or press the headset button.
    • To answer on the speakerphone, press the Speaker button.
    • To answer with the handset, lift the handset off the hook.
    ADDITIONAL INFORMATION:
    The IP phones have an option for the on-hook default path. You can set the default path as headset. After you set this option, the call is answered on the headset after you press the call appearance key.
    When you answer the incoming call, the icon next to the call appearance key becomes active till the time the call is active.
  2. Press the Release button or place the handset on hook to end an active call.
    ADDITIONAL INFORMATION:
    The icon next to the call appearance key becomes dark after you end the call.