Nortel Networks 1165E manual Using Answer Agent, To use Answer Agent

Page 35

Supervisor features

Supervisor features

The following sections describe features available to the supervisor:

•“Using Answer Agent” on page 35

•“Using the Agent key” on page 36

•“Using Answer Emergency” on page 36

•“Using Call Agent” on page 37

•“Using Interflow” on page 38

•“Using Night Service” on page 38

•“Observing a call” on page 40

•“Displaying the queue” on page 41

•“Displaying agent status” on page 43

Using Answer Agent

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

To use Answer Agent:

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

Note 1: The Agent ID of the person contacting you displays on your IP Phone.

Note 2: 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 Phone 1165E Page October AprilRevision history Contents Contents About the Nortel IP Phone 1165E Basic featuresAbout the Nortel IP Phone 1165E About the Nortel IP Phone 1165E On page 10 shows the IP Phone 1165E Telephone controlsAbout the Nortel IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E Telephone display About the Nortel IP Phone 1165E On page 17 shows an idle LCD screen USB supportSecurity features Call features and Flexible Feature CodesTo change your Scpw Highlight New PasswordMode To turn Password Protection on or offLogging in without Agent ID for basic ACD Agent and supervisor featuresTo log in as an agent Logging in with an Agent ID and MQA login options Logging in using Multiple Queue Assignments for Basic ACDTo log To use Default Login Using Default LoginTo log out Logging outTo answer the call Answering ACD callsTo terminate the call Using Call ForcingTo record activities Using Return to Queue on No AnswerUsing Activity code To enable Call Forcing for headset usersTo use Emergency Using EmergencyTo place a call Using Not ReadyPlacing or answering non-ACD calls To use Not ReadyTo answer a call from your supervisor while on another call Contacting your supervisorTo answer a call To answer a call from your supervisorTo conference in your supervisor during a call in progress To place a call to your supervisorTo return to the ACD call Agent features To use Answer Agent Using Answer AgentUsing Answer Emergency Using the Agent keyTo use Call Agent Using Call AgentTo use Answer Emergency To use Interflow Using InterflowUsing Night Service To activate Night ServiceTo deactivate Night Service To transition to Night ServiceTo observe a call Observing a callTo display information on your ACD queue Displaying the queueIndicator Queue status Description To display agent status Displaying agent statusCurrent status of agents Terms you should know Terms you should know Information display Terms you should know Terms you should know Terms you should know Page Page Page Page Page Legal Notice