Nortel Networks NN43119-100 Using Observe, Activating Night Service, Deactivating Night Service

Supervisor features

Activating Night Service

To activate Night Service, do the following:

1.Click Night.

2.Click the 6 key (N for Night) to go into Night Service.

Transitioning to Night Service

To transition into Night Service, do the following:

1.Click Night.

2.Click the 8 key (T for Transition) to activate Transition mode.

Note: The Night Service indicator flashes. All calls in the queue remain in the queue and new calls receive night service.

Deactivating Night Service

To deactivate Night Service, do the following:

1.Click Night.

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

Note: The Night Service indicator flashes, and new calls enter the queue.

Using Observe

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

Note: This feature creates a three-party conference with the Supervisor, Agent and Customer.

To activate the Observe feature, do the following:

1.Click Observe.

2.Do one of the following:

—Click a selected Agent key.

—Dial the agent’s Position ID.

—To talk to the agent you are monitoring, click Call Agent.

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