Nortel Networks NN43119-100 manual Using Call Agent, Using Interflow, Using Night Service

Supervisor features

Note: If Contact Center Manager Administration is in use, and if multiple Agents have pressed Emergency, the connected PC displays a list of Agents who have pressed Emergency.

Using Call Agent

Use the Call Agent feature to contact an agent.

To use the Call Agent feature, do the following:

1.Click Call Agent.

2.Click a selected Agent key or dial the agent’s Position ID.

3.To end the call, click Goodbye.

Using Interflow

Use the Interflow feature to redirect calls when the backlog or wait time exceeds a predefined threshold. The Interflow indicator flashes while the feature is active.

To use the Interflow feature, do the following:

1.Click Interflow.

2.Click Interflow again to deactivate the feature and resume normal call flow.

Using Night Service

Use the Night Service feature to define how calls are handled outside of business hours. When Night Service is active, the indicator lights continuously and all new calls and calls already in the queue receive night service.

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