Entering call work code

Last Updated : Feb 28, 2020 |
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Before you begin
Ensure that:
  • You log in with the agent ID and password.
  • You are either on an active ACD call or in ACW mode or timed ACW mode after completing an ACD call.
  • The administrator has programmed work-code on one of the programmable feature keys or on the expansion module.
  1. Depending on your configuration for call work code, do one of the following:
    • Do the following for an optional work code configuration:
      • Answer the incoming call by pressing the call appearance key next to the flashing extension icon.
        When you answer the incoming call, the icon next to the call appearance key changes to an active icon.
      • Press CWC key.
        When you press the CWC key, the corresponding icon changes to an active icon. The phone screen displays the following message: 
        Enter activity code
      • Enter the call work code followed by the delimiter #.
      • Press Release or place the handset on hook to end an active call.
        If the administrator has configured an ACW timer, then you will be in ACW mode for the programmed time.
      • Press the Manual-in feature key to make yourself available to receive the next incoming call from the queue.
    • Do the following for a forced call work code configuration:
      • Press the Manual-in feature key to receive the next call.
        The phone screen displays the following message: 
        Call Work Code required
      • Press the CWC key.
      • Enter the call work code and followed by delimiter #.
      • Press the Manual-in feature key to make yourself available to receive the next incoming call from the queue.