Aastra Telecom M6320 Observing agents, To monitor a conversation between an agent and a caller

Page 39

Supervisor Features: continued

Observing agents

Agents may be observed when they are active on ACD calls or non-ACD calls. You may monitor an agent’s conversation or participate in the call. Depending on the way your ACD system has been conﬁgured, the agent may receive a warning tone indicating that they are being monitored.

To monitor a conversation between an agent and a caller:

1.Press I. The associated indicator comes on. Either

2.Press the Jkey of the agent to be observed, or key the number of the agent’s ,key.

The display shows the agent’s In Calls number. You hear the conversa- tion between the agent and the caller but you cannot participate in the conversation at this stage.

To participate in the call:

1.Press Kwhile monitoring the call. A Three-Way Call is established.

You can listen to a non-ACD call on an agent’s secondary directory number by pressing the appropriate Lkey while monitoring an ACD call.

To switch back to the ACD call:

1.Press Jagain.

You can toggle between the ACD call and the non-ACD call using the Jand Lkeys. It is not necessary for an agent to be logged in to monitor calls on the secondary directory number.

38

Image 39

Contents User Guide Introduction Table of Contents Ways to transfer or share calls Introduction M6320 Quick start upUsing Your M6320 telephone-the basics Using Your M6320 telephone-the basics Answering calls Making callsPlacing a call on hold Setting the On-hook monitoring volume Setting the alerter volumeSetting the handset volume Setting the Handsfree speaker volumeTo mute your microphone while on a Handsfree call Handsfree Calling Handsfree mode onlyTo answer a call using Handsfree To use Handsfree during your callJOE Smith Display featuresSave, Memory, and Pause Setting up local featuresTo adjust the alerter volume Alerter VolumeTo set the time and date on your M6320 Call TimerTo enable the Call Timer Time and DateDisplay Language Network FeaturesSave Number PredialPause To make a call using Memory NumberMemory Number To program a number into memoryTo program the message waiting key Mode SelectionTo select the mode of operation Message WaitingQuick ways to make calls Automatic DialAutomatic Line Ending an Intercom call Intercom CallsAnswering an Intercom call Making an Intercom callIntercom Group Making a call within your Intercom GroupAnswering an Intercom Group call Speed Call Last Number RedialHow to avoid missing a call Call ForwardCall Waiting To leave a call request Call PickupTo retrieve your messages Leave MessageWhen you can’t reach someone OverrideTo bridge into a two-way call within your system To cancel a Ring Again request Ring againTo use Ring Again To add an incoming call to the conference Ways to transfer or share callsConference To add a person to a callPrivacy Release Call ParkTransfer To transfer a call directly to another telephoneTo transfer a call by establishing a conference Controlling your telephone line Make BusyPrivacy Agent Features LoggingTo log Answering ACD calls Logging outPutting an ACD call on hold Calling your supervisorTo call your supervisor while active on an ACD call Emergency calls Line of Business keyDisplaying the queue threshold Not Ready key Reservations Callq Supervisor features Interpreting agent indicatorsDisplaying the status of an ACD queue Displaying a summary of agent activity INC LOG AGT WaitTo participate in the call To switch back to the ACD callObserving agents To monitor a conversation between an agent and a callerAnswering agent calls Calling an agentAnswering emergency calls Night ServiceTo activate Night Service To turn off the featureSupervisors as agents To activate the Controlled Interﬂow featureTo turn off the re-routing feature Controlled InterﬂowM6320 connections Connecting your M6320Wall jack/AC adaptor connections To mount the M6320 on the wall Wall mounting the M6320Handset retainer installation Approval Requirements Issue