Nortel Networks 1165E manual Observing a call, To observe a call

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Supervisor features

Observing a call

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

Note: Use this feature to listen to a conversation between an Agent and a Customer, or to create a three-party conference with the Supervisor, Agent and Customer.

To observe a call:.

Observe	1.	Press the Observe key.
Agentkey	2.	Choose one of the following:
		—	Press a selected Agent key.
or
		—	Dial the agent’s Position ID.

RAG	3. Choose one of the following:

— Press the Ring Agent key creating a

CallAgt three party call, so that you can break in to the call, and speak to both the caller and the agent.

—Press the Call Agent key to talk to the agent you are monitoring.

—Proceed to step 4.

Observe	4. Press the Observe key to terminate the
	observation.

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Contents IP Phone 1165E Page April OctoberRevision history Contents Contents Basic features About the Nortel IP Phone 1165EAbout the Nortel IP Phone 1165E About the Nortel IP Phone 1165E Telephone controls On page 10 shows the IP Phone 1165EAbout 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 USB support On page 17 shows an idle LCD screenCall features and Flexible Feature Codes Security featuresHighlight New Password To change your ScpwTo turn Password Protection on or off ModeAgent and supervisor features Logging in without Agent ID for basic ACDTo log in as an agent Logging in using Multiple Queue Assignments for Basic ACD Logging in with an Agent ID and MQA login optionsTo log Using Default Login To use Default LoginLogging out To log outAnswering ACD calls To answer the callUsing Call Forcing To terminate the callUsing Return to Queue on No Answer Using Activity codeTo enable Call Forcing for headset users To record activitiesUsing Emergency To use EmergencyUsing Not Ready Placing or answering non-ACD callsTo use Not Ready To place a callContacting your supervisor To answer a callTo answer a call from your supervisor To answer a call from your supervisor while on another callTo return to the ACD call To place a call to your supervisorTo conference in your supervisor during a call in progress Agent features Using Answer Agent To use Answer AgentUsing the Agent key Using Answer EmergencyTo use Answer Emergency Using Call AgentTo use Call Agent Using Interflow Using Night ServiceTo activate Night Service To use InterflowTo transition to Night Service To deactivate Night ServiceObserving a call To observe a callDisplaying the queue To display information on your ACD queueIndicator Queue status Description Displaying agent status To display 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