Agent support manual

Telecommunications equipment: Using the headset and handset

The headset

'In ear' style headset	'Over ear' style headset
'Binaural' headset for both ears	'Monaural' headset for one ear

The headset allows you to make and receive calls, while your hands are free to operate the handset or the computer keyboard.

Remember to adjust the mouthpiece, and make sure that the headpiece fits comfortably over your ears.

Plug the headset into the external amplifier (or the handset if your phone does not have an external amplifier).

There are usually two plugs on the side of the phone - this is called a 'double-jack'. One jack is for you to plug into your amplifier or headset. The second is used for listening in when you are training or being monitored.

The handset

1. The Hold key temporarily interrupts a call without totally disconnecting it.

2. During a call, pressing the Release key is the equivalent of hanging up. It terminates the call or the function.

3. The Volume buttons on the handset and/or the amplifier allow you to increase or decrease the volume of your headset and handset.

4. Press the Headset key on the amplifier to hear the callers on the headset rather than having to lift the handset.

5. During a call you can switch off the microphone by pressing the Mute key on the amplifier so that the caller cannot hear you. You can still hear them.

6. The Line of business (LOB) key enables agents to enter a call code that is recorded by the Management information system. The LOB code indicates the type of call.

7. The Call Forward key temporarily re-directs all your secondary directory number (SDN) calls to another number.

8. Use the Make Busy key when logging out of the queue at the end of your shift to let the automatic call distributor ACD system know that you are no longer available to take calls.

9. Use the Conf/Transfer key to transfer callers who are already on line to another extension, and to set up conference calls.

10. The Not Ready key stops calls being put through to you. It allows you to follow up on issues without being interrupted.

11. The secondary directory number (SDN) is your direct line that you use to make internal and external calls, and on which people can call you (without going through the queue).

12. All incoming ACD calls are presented on the In Calls key. Press this key to log on to the system.

It's important that you only log on when you're actually ready to start taking calls. Don't forget to turn on your computer before you log on to the queue! It's embarrassing and unprofessional when you have a customer on the line and your computer is not switched on.

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