1. Nortel Contact Center Symposium ACD Agent Press F5 to begin presentation Click on your mouse or use the spacebar or arrow keys to advance to the next slide

2. Login Procedures Pick up your handset Press your ACD (Position ID) button Enter your Agent ID + “#” If you use a headset, press your headset button.

3. How to answer and end a call To answer an ACD call: Press your ACD (Position ID) button To end an ACD call: Press the Goodbye button To put an ACD call on Hold Press the Hold button To return to the call Press your ACD (Position ID) button

4. Not Ready Procedures Note: Calls will still come through to your private number. To log out for a few minutes (Lunch, Break, training, etc) Press the Not Ready button No calls will come through to you until you press the Not Ready button again. If you are stepping away from your phone for a short period of time, you must put yourself in a Not Ready state

5. Log out Procedures Note: If Make Set Busy is pressed only once, a call to the private number will ring busy to the caller or go to voice mail and will not come through. To log out of the ACD ( End of shift) Press the Make Set Busy button twice You will be logged out of the system To log out at the end of your shift:

6. Your Intercom Each telephone has its own individual intercom number and you can receive and make calls to other telephones within your intercom group. To call another telephone within your intercom group: Press your Shift key to get to the secondary screen Press your intercom button Dial the 2-digit intercom number Main Screen Secondary Screen

7. Call Hold To place a call on hold Press the HOLD button (The LCD indicator flashes beside the line on hold) To retrieve the call on hold Press the line button beside the flashing indicator

8. Call Transfer To transfer a call to another extension: Press the TRNS softkey (The other party is put on hold) After you hear a dial tone, dial the extension that you want to transfer the call When the party answers, announce your call Press the TRNS softkey (You will be disconnected from the call)