For an incoming ACD call, the phone screen displays the VDN information and collected digits, with the prefix ACD. The prefix indicates that the incoming call is an ACD call.
To notify an incoming call, the icon next to the call appearance key flashes.
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.
The icon next to the call appearance key is dark.
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.
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.
