Nortel Networks 1000 manual Observe, Display Queue

Page 37

Supervisor features

2.Press the 3 key (3 = D for Day) to resume Day mode.

The Night Service soft key color changes and remains altered. New calls enter the queue.

Observe

Use the Observe feature to monitor an agent in a call.

1.Tap the Observe soft key.

2.Choose one of the following:

— Tap a selected Agent soft key.

— Dial the agent’s Position ID.

3.Tap the Call Agent soft key to talk to the agent being monitored.

4.Tap the Observe soft key to terminate the observation.

Display Queue

Use the Display Queue feature to access the status of calls in an ACD queue. The information displayed includes the following:

•number of calls waiting in the queue

•number of agent positions occupied for the queue

37

Image 37

Contents IP Phone Page Revision history Revision history Contents Index Supervisor featuresAbout the IP Phone Basic featuresIP Phone Telephone controls About the IP Phone About the IP Phone About the IP Phone IP Phone 2007 display Telephone DisplayTools/Navigation area About the IP Phone Touch panel Cleaning the Telephone ScreenEnter and edit text Enter text using the telephone dialpadApplication Text Entry Enter text using the pop-up keyboard Edit text using the soft keysEditing soft key description USB keyboard function keys during telephone calls Enter text using the USB keyboardAgent Login Agent and Supervisor featuresLogin with Agent ID and Multiple Queue Assignments Agent ID and MQA login options To log Default Login To log out Agent LogoutAnswer ACD calls Agent featuresTo answer the call Use Force Call To enable call forcing for headset usersTo terminate the call To record activities Use Activity codeUse Not Ready Use EmergencyTo place a call Place or answer non-ACD callsTo answer a call To answer a call from the supervisor Contact the supervisorTo answer a call from the supervisor while on another call To return to the ACD call To place a call to the supervisorTo conference in the supervisor during a call in progress Use Answer Agent Supervisor features Use Answer Emergency Use Agent key Agent status Use Interflow Use Call AgentTo activate Night Service Use Night ServiceTo transition to Night Service To deactivate Night ServiceDisplay Queue ObserveCurrent status of ACD queue To display information on the ACD queueCurrent status of agents Display Agent statusSoft key display Queue status Description Display Queue soft key statesTerms you should know Terms you should know Terms you should know Terms you should know Terms you should know Terms you should know Regulatory and safety information EMC Compliance SafetyDenAn regulatory notice for Japan OtherRegulatory and safety information Index Cleaning Page Copyright 2007 Nortel Networks. All rights reserved

Related manuals

Manual 44 pages 51.09 Kb

Manual 4 pages 19.47 Kb