Open main menu.
See status for your ACE Agent, such as Call, Paused and Wrap-up.
Activate to start accepting contacts.
Alternate, Retrieve, Conference etc. Different depending on call status.
Open keypad for DTMF.
Select Work level:
Get contacts from queues
Be available for enquiry
Own work
See Contacts in progress. Here with both IVR and enquiry call. Active party seen in bold.
Mute on and off.