When a call arrives at an agent phone, the agent hears a ringing or zip tone based on the phone administration.

Administer a ringing tone when an agent answers calls using the handset. When a call connects to the agent phone, the phone rings and the agent picks up the handset to answer the call.

Administer zip tone when the agent uses a headset to answer calls. The agent can use the zip tone with a handset, but the agent must hold the handset and wait for the zip tone. When a call connects to an agent phone, the agent hears a single burst of zip tone for calls dialed directly to the split. The staffed agent does not have to push any button to greet the caller. This process is commonly known as Call Forcing.

Ringing or zip tone is established on each phone through Communication Manager administration. The ringing tone is called manual answer and the zip tone is called automatic answer.