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4 NN44400-120 Offsite Agent User Guide 26 November 2010
Accepting a call 34
Declining a call 35
Making a call in On Demand mode 36
Ending a call 36
Common agent functions on Agent Desktop 39
Placing a call on hold 39
Releasing a call on hold 39
Using the conference feature to consult a colleague 40
Transferring a call 41
Conferencing in another agent 41
Conferencing in a supervisor 42
Calling your supervisor 42
Using the Emergency key 42
Troubleshooting Agent Desktop on Offsite Agent 45
I cannot get a connection to the Agent Desktop server 46
I am on a call but the Agent Desktop displays a new contact 46
Agent Desktop stops responding but my Permanent Mode connection stays up 46