Nortel Networks NN43119-100 manual Supervisor features, Using Answer Agent

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Supervisor features

Supervisor features

This section describes the following features that are available to supervisors:

•“Using Answer Agent” on page 45

•“Using Agent key” on page 46

•“Using Answer Emergency” on page 46

•“Using Call Agent” on page 47

•“Using Interflow” on page 47

•“Using Night Service” on page 47

•“Using Observe” on page 48

•“Using Display Agent Status” on page 49

•“Using Display Queue” on page 50

Using Answer Agent

Use Answer Agent to receive calls from agents in a non-emergency situation. Your status changes to NotReady and the indicator remains lit as long as the call is active.

To use the Answer Agent feature, do the following:

1.When the indicator next to the Answer Agent key flashes, click Answer Agent.

The Agent ID of the person contacing you display on your telephone.

2.To end the call, click Goodbye.

Note: The LCD remains lit as long as you are on the call, and your status is displayed as NotReady. If configured, your status is displayed as Not Ready in Contact Center Manager Administration Real Time Display.

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Contents IP Softphone Page GNU General Public License Page Page Page No Warranty MAD Revision history Revision history Revision history Contents Agent features Index IP Softphone 2050 overview FeaturesIP Softphone 2050 overview Components Settings windowCall Control window Local Directory windowSystem tray icon and menu Expansion ModuleI2050.exe application IP Softphone Call Control window Accessibility InterfaceCall Control Window-1100 series theme Call Control windowCall Control Window-Compact Theme silver Element Function Call Control window elements and functionsMute On or Mute Off IP Softphone 2050 components and functions Part 3 Adding a hot key Hot keysRemoving a hot key System tray icon and menu Local Directory IP Softphone 2050 DirectoriesDirectory entry management Opening a Local Directory from the Call Control windowCS 1000 Directory IP Softphone 2050 Directories Line and feature keys Agent and Supervisor featuresLogging in with Agent ID Logging in without Agent IDFor basic ACD For Basic ACD or Contact Center ManagerUsing MQA login options Logging in using Agent ID and Multiple Queue AssignmentsLogging in No Supervisor ID, No Priority Logging in Supervisor ID, No PriorityLogging in No Supervisor ID, With Priority Logging in Supervisor ID, With Priority Logging out an agent Using Default LoginLogging out temporarily Logging outIncoming Call Notification Agent featuresAnswering ACD calls Using Force CallAnswering a call Terminating a callUsing Activity Code Using Record On Demand key Using EmergencyUsing Save key Answering or making non-ACD calls Using NotReadyContacting your supervisor Placing a callPlacing a call to your supervisor when on a call Answering a call from your supervisor when on a callAnswering a call from your supervisor Conferencing your supervisor to a call in progressUsing Answer Agent Supervisor featuresUsing Answer Emergency Using Agent keyUsing Call Agent Using InterflowUsing Night Service Activating Night Service Using ObserveTransitioning to Night Service Deactivating Night ServiceDisplay Agent Status Using Display Agent StatusIndicator Queue Status Meaning Using Display QueueIndicator Queue Status Meaning Supervisor features Index Index Page Copyright 2002-2010 Nortel Networks. All rights reserved