Nortel Networks 1000 manual Supervisor features, Using Answer Agent

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Supervisor features

Supervisor features

The following sections describe features available to the Supervisor:

•“Using Answer Agent” on page 29

•“Using the Agent key” on page 30

•“Using Answer Emergency” on page 30

•“Using Call Agent” on page 31

•“Using Interflow” on page 31

•“Using Night Service” on page 32

•“Observing a call” on page 33

Using Answer Agent

Use the Answer Agent feature to receive calls from agents in a non- emergency situation.

1.When the LCD next to the Answer Agent key flashes, press the Answer Agent key.

Note 1: The Agent ID of the individual contacting you displays on your telephone.

Note 2: The LCD remains lit as long as you are on the call and your status changes to NotReady.

2. Press the Goodbye key to end the call.

(Goodbye)

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Contents IP Phone Page Revision history Revision history Contents Accessories Nortel IP Phone Key Expansion Module KEM About the Phone Basic featuresAbout the Phone IP Phone Telephone controlsGoodbye Hold Message Services items Directory Mute About the Phone IP Phone LCD display screen Telephone displayLogging in an Agent Agent and Supervisor featuresLogging in with Agent ID and Multiple Queue Assignments Using Agent ID and MQA login options To log Using Default Login To log out Logging out an AgentTo answer the call Agent featuresAnswering ACD calls To enable call forcing for headset users Using Force CallTo terminate the call GoodbyeTo record activities Using Activity codeServices Using Not Ready Using EmergencyTo answer a call Placing or answering non-ACD callsTo place a call To answer a call from your supervisor Contacting your supervisorTo conference in your supervisor during a call in progress To place a call to your supervisorTo return to the ACD call Goodbye Using Answer Agent Supervisor featuresAgent’s status Using the Agent keyUsing Answer Emergency Using Interflow Using Call AgentTo transition to Night Service Using Night ServiceTo activate Night Service Observing a call To deactivate Night ServiceNortel IP Phone Key Expansion Module KEM AccessoriesTerms you should know Terms you should know Terms you should know Terms you should know Terms you should know Terms you should know Index Index Page Copyright 2006 Nortel Networks. All rights reserved
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