A phantom line is synonymous with a signed-off keyset line. Essentially, this is a line that is currently not attached to a PEN number. Phantom/Signed-off keyset line appearances remain in service even though they do not have a physical line assigned. This feature enhancement allows a properly class marked phantom line to operate as an ACD Agent.

e.g. An Agents Keyset is configured with one prime line. In addition to the prime line the keyset may also have one or more phantom lines configured in addition to additional secondary lines. The Agent can log on to the prime line and all the secondary lines provided there are different logon I.D.'s are used for each line.

An Agent can never transition between a phantom Agent and a non-phantom Agent. That is, a phantom Agent is not permitted to sign-on and be assigned to a physical line. Similarly, a prime line Agent cannot sign-off and have its remaining line appearances become phantom Agent appearances.