35Agent featuresAgent featuresThis section explains the features that are available to ACD agent positions.Activity Code Fixed Key to activate Line-of-Business codeThe Line-of-Business (LOB) code feature allows the ACD user to enter a three-digitcode to record the type of activity the agent is performing.The code is sent to a customer-premises downstream processor through the MISinterface. The ACD supervisor assigns the codes.The Meridian SL-100 switch tracks items such as the number of specific types ofcalls, and the holding times for these calls. Use the Activity Code Fixed Key or theLOB Code Programmable Feature Key to activate the LOB code./or1. While on an active ACD call, press theActivity Key.2. Dial the three-digit code which reflectsthe type of call you are handling. Thedigits are shown on the display as youenter them. If you make a mistake, pressthe Activity Key again and re-enter thecorrect digits.Repeat steps 1 and 2 if doing multipletasks. You can enter up to three activitycodes per call.Answer Call Center CallsThe In-Calls Key is the lower right-hand key on the ACD terminal set. The In-CallsKey is the main ACD extension (Primary DN). The In-Calls Key allows the ACDagent to answer the next queued call on the primary DN. This key presents only ACDcalls. To disconnect from an ACD call, the agent presses the Goodbye Key or theIn-Calls Key a second time.To make outgoing calls and to accept non-ACD calls, the ACD user can have one ormore non-ACD DNs (Individual DNs).LOBCode
