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ITE30-SD Agent
- On Campus:
- Dial 5 digit number (Fairview phone numbers only)
- Off Campus:
- Dial
+ area code + number
- Information:
- Dial
or
-
-
- Off campus information dial
+
+ international number
- International:
- Dial
+
+ international number
- Voicemail Access:
- Call assigned Fairview number
- On Campus:
- Dial 5 digit number (University phone numbers only)
- Off Campus:
- Dial
+ area code + number
- Conference Operator:
- Information:
- Dial
or
-
-
- Off campus information dial
+
- International:
- Dial
+
+ international number
- UPAC or PSC:
- Dial
- Hear "beep"
- area code + number
- Hear "beep"
- Dial UPAC/PSC code
- Voicemail Access:
- On Campus dial
- Off Campus dial
-
-
Display Contrast Level
- Phone is idle
- Press [Up Arrow] or [Down Arrow]
- Saves automatically
- Handset in use
- Press [Up Arrow] or [Down Arrow] to adjust
- Press [Up Arrow] and [Down Arrow] together when done
- Lamp blinks twice confirming save
Adjust Ring Tone
- Press [Up Arrow] and [Down Arrow] together (lamp on)
- Press
- Phone rings
- Press [Up Arrow] or [Down Arrow] to adjust ring tone
- Press
when finished
- Phone stops ringing
- Saves automatically
Adjust Ringer Volume
- Press [Up Arrow] and [Down Arrow] together (lamp on)
- Press
- Phone rings
- Press [Up Arrow] or [Down Arrow] to adjust volume
- Press
when finished
- Phone stops ringing
- Saves automatically
Adjust Speaker Volume
- Speakerphone in use
- Press [Up Arrow] or [Down Arrow] to adjust
- Press [Up Arrow] and [Down Arrow] together when done
- Lamp blinks twice to confirm save
Automatic Call Distribution (ACD) is a feature of the University telephone system which routes incoming calls to a group of phones in a call center environment. ACD/Agent features allow for monitoring and reporting of call volumes, which permits call centers to run more efficiently.
An Agent number is a specific number on a call center phone to which ACD calls are routed to. The agent number will flash when a call is coming in.
If all ACD Agents are on calls, the University telephone system holds incoming calls in the order they are received, and distributes them when an ACD Agent becomes available. When a calls are in queue the queue lamp flashs. When the queue threshhold is exceeded the queue lamp flutters.
Nite Service automatically signs ACD agents offline. Calls currently in queue still ring through to agent numbers, future calls receive the night greeting. Nite sevice is invoked on a supervisor phone.
Enable Nite Service
- Select ACD line
- Press [NITE] button 2 times
- ACD Nite service enabled
Disable Nite Service
- Select ACD line
- Press [NITE] button
- ACD Nite service disabled
There are several ways to sign on and off an ACD, and each ACD may use a different method. All methods are available for use upon request.
Sign Online using Automatic Sign on and [Online/Offline] Button
An Agent ID is still used, but it is programmed into the telephone system to be entered automatically.
- Select ACD agent number
- Press [Online/Offline] (lamp on)
- Hear confirmation beep beep
- [Online/Offline] lamp turns off
- Agent online to receive calls
Sign Online using Agent ID and [Online/Offline] Button
- Select ACD agent number
- Press [Online/Offline] (lamp on)
- Hear confirmation beep
- Dial agent ID number
- Hear confirmation beep beep
- [Online/Offline] lamp turns off
- Agent online to receive calls
Sign Online using Agent ID, Agent Passcode and [Online/Offline] Button
An agent passcode is not necessary although it adds a second level of security for agent sign on.
- Select ACD agent number
- Press [Online/Offline] (lamp on)
- Hear confirmation beep
- Dial agent ID number
- Hear confirmation beep
- Dial agent passcode
- Hear confirmation beep beep
- [Online/Offline] lamp turns off
- Agent online to receive calls
Sign Online Manually using Agent ID
- Select ACD agent number
- Dial [#] [2]
- Dial agent ID [#]
- Hear confirmation beep beep
Sign Online Manually using Agent ID and Passcode
- Select ACD agent number
- Dial [#] [2]
- Dial agent ID [#]
- Hear confirmation beep
- Dial agent passcode [#]
- Hear confirmation beep beep
Sign Offline using Automatic Sign on and [Online/Offline] Button
An Agent ID is still used, but it is programmed into the telephone system to be entered automatically.
- Select ACD agent number
- Press [Online/Offline] (lamp off)
- Hear confirmation beep beep
- [Online/Offline] lamp turns on
- Agent offline
Sign Offline using Agent ID and [Online/Offline] Button
- Select ACD agent number
- Press [Online/Offline] (lamp off)
- Hear confirmation beep beep
- [Online/Offline] lamp turns on
- Agent offline
Sign Offline using Agent ID, Agent Passcode and [Online/Offline] Button
An agent passcode is not necessary although it adds a second level of security for agent sign on.
- Select ACD agent number
- Press [Online/Offline] (lamp off)
- Hear confirmation beep beep
- [Online/Offline] lamp turns on
- Agent offline
Sign Offline Manually using Agent ID
- Select ACD agent number
- Dial [*] [2]
- Hear confirmation beep beep
- Agent offline
Sign Offline Manually using Agent ID and Passcode
- Select ACD agent number
- Dial [*] [2]
- Hear confirmation beep beep
- Agent offline
Work mode is invoked by the agent. This feature allows the Agent time to remove themselves from the available queue without logging off the ACD line.
Enable Work using [WRAP] Button
- Press ACD Line button
- Press [WRAP] button
- Agent in work mode
- [WRAP] button lamp has a "flutter"
Enable Work Manually
- Select ACD line
- Dial [*] [8]
- Agent in work mode
Disable Work using [WRAP] Button
- Press ACD Line button
- Press [WRAP] button
- Agent offline
- [WRAP] button lamp idle
Disable Work Manually
- Select ACD line
- Dial [#] [8]
- Agent offline
Work mode invokes automatically after an ACD call is terminated. This feature allows the Agent time to finish up issues from the caller before another call rings through to the ACD. The amount of time in "work" mode is predetermined and programmed into the telephone system. Whe [WRAP] button lamp will have a slow flash to indicate phone is in wrap mode.
Cancel Wrap-up/Ready Mode
- Press ACD Line button
- Press [WRAP] button
- Next call in queue rings on line
Display Abbreviated Dial Numbers
- Press [DSPL] (lamp on)
- Press [ABVD]
- Repeat pressing [ABVD] until through list
Display Auto Dial Numbers
- Press [DSPL] (lamp on)
- Press [AUTO DIAL]
- Number to be auto dialed displays
Display Redial Number
- Press [DSPL] (lamp on)
- Press [REDL]
- Number to be redialed displays
Display Forwarding Number
- Press [DSPL] (lamp on)
- Press [CFWD]
- Forwarding number displays
Display Callback Number
- Press [DSPL] (lamp on)
- Press [CLBK]
- Repeat pressing [Callback] until through list
Place call on Hold
- Call on line
- Press [Hold]
- Hang Up (another call may be placed)
Retrieve Held Call
- Press [SPKR] or lift handset
- Press [Hold]
- Call is retrieved
Answer Call Waiting Using [Hold] and [SPKR]
- Hear call waiting tone
- Press [HOLD]
- Press [SPKR]
- Incoming call on line
- Press [SPKR]
- Call end/phone rings
- Press [SPKR]
- Holding call on line
Answer Call Waiting Using [HOLD] and Handset
- Hear call waiting tone
- Press [HOLD]
- Press [Line Button]
- Incoming call on line
- Press [Line Button]
- Call end/phone rings
- Press [Line Button]
- Holding call on line
Mute Handset or Speaker
- Press [Mute] (lamp on)
- You can hear caller, they cannot hear you.
Remove Mute from Speaker or Handset
- Press [Mute] (lamp off)
- You can hear caller, caller can hear you.
Display Redial Number
- Press [DSPL] (lamp on)
- Press [REDL]
- Number to be redialed displays
Redial last off Campus Call
- Press [SPKR] or lift handset
- Press [REDIAL]
- System dials call
Answer/Dial calls
- Press [SPKR] (lamp on)
- Call on line
Switch Handset to Speaker
- Press [SPKR] (lamp on)
- Replace handset
Switch Speakerphone to Handset
Transfer on Campus
- Call on line
- Press [XFER] (lamp on)
- Hear dial tone
- Dial 5 digit phone number
- Hang up
Transfer off Campus
- Call on line
- Press [XFER] (lamp on)
- Hear dial tone
- University Customers:
- Dial [8] + area code + phone number
- Fairview Customers:
- Dial [9] + area code + phone number
- Hang up
Cancel a Transfer
- Busy or unanswered line
- Press [XFER]
- Original call on line
3-Way Conference
- Begin with 1st call on line
- Press [XFER] (lamp on)]
- Dial phone number
- Party answers/announce conference
- Press [XFER] (lamp on)
- All 3 parties on line (lamp on)
These feature buttons are programmed by NTS and should be requested when an order is placed. All feature buttons may not be available on all phones due to system configuration. Optional feature codes may be used when an optional feature button is not programmed on phone, these codes may be used from any University phone.
Store or change a number (up to 24 digits long)
- Press [SPKR] or lift handset
- Press [ABVD] [*]
- ENTER code ([9]-[0])
- Hear 1 beep
- University Customers:
- Fariview Customers:
- Hear 2 beeps
- Hang up
- Write # on abbreviated dial list
Make Call Using Addreviated Dial
- Press [SPKR] or lift handset
- Press [ABVD] + abbreviated dial code
Display Abbreviated Dial Numbers
- Press [DSPL] (lamp on)
- Press [ABVD]
- Repeat pressing [ABVD] until through list
Leave Callback on Busy/Unanswered Extension
- Busy or unanswered call
- Press [CLBK] [*]
- Hang up
- When busy extension is free
- Hear "ring, ring, ring"
- Lift handset (automatic call in place)
Cancel Callback
- Press [DSPL] (lamp on)
- Press [CLBK]
- Repeat pressing [CLBK] until number is displays
- Press [CNCL]
Display Callback
- Press [DSPL] (lamp on)
- Press [CLBK]
- Repeat Pressing [CLBK] until through list
Return Callback on your Phone
- Press [SPKR] lift handset
- Press [CLBK]
Call park is a system hold, retrievable from an alternate phone.
Park a Call
- Call on line
- Press [CLPK]
- Hear "Park number___________"
- write down number
- Hang up
Retrieve Parked Call
- Press [SPKR] or lift handset
- Dial "Park number"
- System retrieves held call
Cancel any Call or Feature use
- Press [CNCL]
- Action cancelled
Conference a total of 7 calls, 4 may be off campus calls
Set up a Conference
- Call on line
- Press [CONF]
- Dial next party
- When call is answered press [CONF]
- Repeat steps 1-3 to add parties
Place Conference Call on Hold
- Press [Hold]
- Hang up (another call may be placed)
Retrieve Held Conference Call
- Press [SPKR] or lift handset
- Press [Hold]
- Call is retrieved
Call Pickup is used to pick answer a call which is ringing on another phone. Call Pickup may be assigned to one phone, or a group of phones.
- Line in pickup group rings
- Press [CLPU]
- Dial ringing phone number
- Call is transfered to your line
Activate Do Not Disturb
- Press [SPKR] or lift handset
- Press [DND] (lamp on)
- Hang up
- System will announce "Private" each time dial tone is obtained
Cancel Do Not Disturb
- Press [SPKR] or lift handset
- Press [DND] (lamp off)
- Hang up
Forward Your Calls
- Press [SPKR] or lift handset
- Press [CFWD]
- Confirmation tone
- Dial destination number
- Confirmation tone (lamp on)
- Hang up
Display Forwarding Number
- Press [DSPL] (lamp on)
- Press [CFWD]
- Forwarding number displays
Cancel Call Forwarding
- Press [SPKR] lift handset
- Press [CFWD] (lamp off)
- Hang up
* Off campus call forwarding feature must be ordered.
Place a Hotline Call
- Press [HOT]
- Call is placed
Place Intercom Call
- Press [SPKR] or lift handset
- Press [INCM]
- Dial intercom number
Answer an intercom call
- Hear ring
- Press [SPKR] or lift handset
- Press [INCM]
Enter Voicemail System
- University Customers:
- Press [SPKR] or lift handset
- Press [VCML] (lamp on)
- Voicemail prompt
- Fairview Customers:
- Press [SPKR] or lift handset
- Dial assigned Fairview voicemail number
- Voicemail prompt
** Univeristy phones with voicemail light indication features do not work with the Fairview voicemail system. They do not light when voicemail is present. **
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