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.

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Aastra Telecom M6320 Observing agents, To monitor a conversation between an agent and a caller, To participate in the call
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M6320 specifications

The Aastra Telecom M6320 is a sophisticated and reliable business telephone designed to meet the communication needs of modern enterprises. Renowned for its user-friendly interface and robust features, the M6320 enhances productivity and collaboration in the workplace.

One of the standout features of the Aastra M6320 is its ergonomic design, which includes a large, backlit display. This clear screen allows users to easily access information, such as caller ID, call duration, and menu options, ensuring quick navigation through various functions. The phone is equipped with multiple programmable keys, enabling users to customize their experience by assigning specific functions such as speed dialing, call transfer, or one-touch access to frequently used features.

The M6320 supports a variety of advanced telecommunications technologies, including VoIP (Voice over Internet Protocol). This capability allows for high-quality voice communications over the internet, reducing traditional phone line costs while enhancing call clarity. The phone also features integrated hands-free functionality, making it easy to engage in conference calls or multi-task while on a call.

Additionally, the Aastra M6320 is designed to provide seamless connectivity through a range of networking options. It is compatible with various communication systems, offering flexibility for businesses looking to integrate the phone into existing infrastructures. The device supports features such as call waiting, caller ID, and hold, thereby improving overall call management.

Another notable characteristic of the M6320 is its energy-efficient design, which minimizes power consumption without compromising performance. This is particularly important for businesses focused on sustainability and reducing their environmental impact.

The phone is also equipped with a headset jack, allowing users to connect a headset for comfortable, hands-free operation. This is especially beneficial in busy office environments where multitasking is common.

In summary, the Aastra Telecom M6320 is an exemplary business telephone that combines advanced technology, user-friendly features, and a focus on efficiency. Its design facilitates effective communication while supporting the needs of modern enterprises. With its robust functionality, the M6320 is a wise investment for businesses seeking to enhance their telecommunication systems and promote collaborative work environments.
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