Multiple-function digital telephone set in a private branch exchange

In a communication system supporting a plurality of telephone terminals connected thereto, an article of manufacture comprising a computer usable medium having computer readable program code means embodied thereon for changing the functional mode of at least one of said plurality of telephone terminals operating in a first functional mode to a second functional mode, the computer readable program code means comprising means for:

• receiving a request from said telephone terminal to change the functional mode of said telephone terminal from said first functional mode to said second functional mode;
• deactivating said first functional mode of operation;
• and
• activating said second functional mode of operation, wherein said first and second functional modes allow said telephone terminal to invoke service features designed for each of said respective first and second functional modes;
• wherein said first functional mode and said second functional mode are selected from a group consisting of a regular user mode, an operator mode and an Automatic Call Distribution agent mode.

A communications system supporting a plurality of telephone terminals, said communications system comprising:

• a first software module for supporting a first functional mode for a first portion of said plurality of telephone terminals;
• a second software module for supporting a second functional mode for a second portion of said plurality of telephone terminals;
• a third software module for supporting a third functional mode for a third portion of said plurality of telephone terminals;
• and
• an interface module for receiving a request from at least one of said plurality of telephone terminals operating in said first functional mode to change the functional mode of said at least one telephone terminal to said second functional mode, wherein said first, second, and third functional modes allow said telephone terminal to invoke service features designed for each of said respective first, second, and third functional modes;
• wherein said first software module comprises a regular user functional mode, wherein said second software module comprises an operator software module for supporting an operator functional mode, and wherein said third software module comprises an automatic call distribution agent software module for supporting an automatic call distribution agent functional mode.