Call Center Supervisor Features, Agent Keys | Avaya 1150E specification

Call Center Supervisor Features

Call Center Supervisor Features

In addition to the features described in this section, your network administrator can assign any feature listed in the “Agent features” section to a supervisor's phone (except Supervisor).

Agent Keys

Agent Keys allow you to connect, observe, or monitor the status of each Agent position. Each Agent Key is linked to a particular agent position and can be used along with the Call Agent or Observe Agent Keys. The following table shows the meaning of LCD indicator associated with an Agent Key.

Table 9: LCD status indicators

Indicator	Agent Status

Off	No agent logged in at this position

On	Busy on an ACD call

Slow Flashing	Waiting for an ACD call

Fast Flashing	Busy on a non-ACD call

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Avaya 1150E manual Call Center Supervisor Features, Agent Keys, LCD status indicators

Contents

Date October Avaya 1150E IP Deskphone User Guide Downloading documents Contact Avaya Support Revision history Revision history Contents Enabling or disabling Call Timer Call Center Agent/Supervisor Features Avaya 1150E IP Deskphone non-ACD call features Additional phone features Quick Reference About the Avaya 1150E IP Deskphone Basic features About the Avaya 1150E IP Deskphone Supports the WML Browser see WML Browser support on Avaya 1150E IP Deskphone Context-sensitive soft keys are located Telephone controls About the Avaya 1150E IP Deskphone About the Avaya 1150E IP Deskphone About the Avaya 1150E IP Deskphone About the Avaya 1150E IP Deskphone Password Admin About the Avaya 1150E IP Deskphone License notification Telephone display Audio and text message broadcast Call features and Flexible Feature Codes WML Browser support Condition Soft key WML softkey display Condition Soft key Using encrypted calling Security featuresManaging your Station Control Password Scpw To change your Scpw Mode To turn Password Protection on or offEnable Password Protection Disable Password Protection Choose one of the following context Entering and editing text Entering text using the USB keyboardApplication text entry Editing text using the context-sensitive soft keys Entering text using the telephone dialpadUSB keyboard function keys during telephone calls Editing context-sensitive soft key description Part 1 To edit text with the context-sensitive soft keys Editing context-sensitive soft key description Part 2 Avaya 1150E IP Deskphone connections Connecting the components Before you begin Connecting the components of the phone Removing the stand Connecting the components Cable routing tracks Connecting the components Virtual Private Network Connecting your IP Deskphone IP Deskphone connected to the modem QoS configuration recommendations To install and configure VPN Installing and configuring VPN Welcome & language selection window Virtual Private Network Equipment Setup and VPN window Locate Data Files window MuteMute Prepare Phone for Configuration Try again window Prepare Phone for Configuration window Virtual Private Network Virtual Private Network Virtual Private Network Autodiscover Phone window Autodiscover Phone more than one phone was discovered window When Phone configuration complete is displayed, click Next Configure phone window Key Generates Confirmation & Finish window O M N O Telephone Options menu Configuring Telephone Options To use the Telephone Options menu Using the Telephone Options menu Telephone Options menu Adjusting the volume Language… Adjusting the display screen contrastTo adjust the display screen contrast Selecting a language To select a language Selecting date and time formatTo select a date and time format Options menu Accessing display diagnosticsTo use Display diagnostics Choosing a local dialpad tone To choose a local dialpad tone Viewing phone informationTo view phone information To view diagnostic information DiagnosticsSelecting a headset type Configuring the Callers List log Configuring call log optionsTo select a headset type To log only unanswered calls To configure New Call Indication Configuring New Call IndicationNew call indication off New call indication on Preferred name match on Preferred name match off Configuring Preferred Name MatchTo configure Preferred Name Match Configuring Area Code Setup To configure default area codes maximum of three To edit area code display Choosing a ring typeRing type… To enable or disable Call Timer Enabling or disabling Call TimerTo select a ring type Changing feature key labels Setting the call indicator lightTo turn the call indicator light on or off To rename the labels To restore the default labels Configuring the name display format First name, last name Last name, first name Configuring Live DialpadTo configure name display format To configure Live Dialpad Configuring Telephone Options Using the Password Admin menu Mode Choose one of the following context Navigation key functions in menus Part 1 Configuring Local Menu options Navigation key functions in dialog boxes Navigation key functions in Edit mode Part 1Navigation key functions in menus Part 2 Enter key Navigation key functions in Edit mode Part 2 Changing 1. Display SettingsPreferences submenu To adjust Contrast or Sleep settings Display SettingsContrast Sleep To select the language used in local menus Changing 3. HeadsetsChanging 2. Language Language To select the active headset device Enabling HID CommandsHeadsets To enable HID Commands To enable USB headset Select the Enable HID Commands checkboxEnabling USB Headset Configuring Local Menu options Configuring Local Menu options Limitations and Advisories Avaya Mobile Headset Adapter properties Avaya Mobile Headset Adaptor elements and functions Configuring 4. Bluetooth To pair a wireless headset with your phone Configuring Local Menu options 100 101 102 103 104 Dual Pairing Headsets To switch between a wired headset and a wireless headset Interaction with wired headsets To unpair a wireless headset 108 Ethernet Statistics Local Diagnostics submenuNetwork Diagnostic Tools IP Set Information License Information IP Network StatisticsUSB Devices Advanced Diag Tools Dhcp Information Network Configuration menuSelect Network Configuration Certificate Information To configure the WML Browser Lock Menu Headset interface Call Center Agent/Supervisor FeaturesAgent login To login as an agent To login with Agent ID and MQA Login with Agent ID and Multiple Queue Assignment MQA With Priority Login without Supervisor IDTo login without Supervisor ID Without Priority Example Default loginTo correct errors during the login procedure To use the default login feature To logout Agent logout To capture activities Call Center Agent featuresUse Activity Code Answer Call Center calls Call Forcing To be taken out of the queue When you have an emergency situationEmergency Key Use Not Ready To deactivate Make Set Busy Activate Make Set BusyMaking non-ACD calls To activate Make Set Busy To return to the ACD call Contact your supervisorTo answer a non-ACD call To call your supervisor To Transfer to a supervisor, during a call in progress To use the Walkaway featureUse Walkaway and Return from Walkaway To Conference your Supervisor during a call in progress To return from Walkaway Press the key next to the flashing indicator LCD status indicators Call Center Supervisor FeaturesAgent Keys To disconnect from the emergency call Answer AgentAnswer Emergency To disconnect an agent call To leave Call Agent state Call AgentUse the Supervisor Observe Supervisor Headset Port To call an agent To observe an agent To use the Supervisor Talk/Listen featureObserve Agent To mute the Supervisor headset To leave the Observe state To talk to an agent you are observing To activate Interflow Night ServiceTo enter Night Service Interflow To exit Night Service To transition to Night Service Make a call Avaya 1150E IP Deskphone non- ACD call featuresTo make a call To use Predial Using Predial To store an Auto Dial number Using Auto DialTo use Auto Dial To display the Auto Dial number To call a Ring Again party when you receive notification Using Ring AgainTo use Ring Again To use Last Number Redial Using Last Number RedialUsing Speed Call To cancel Ring Again before notification Press the Speed Call Controller Key To store or change a Speed Call number Press the Speed Call Controller Key or Using System Speed CallTo make a System Speed Call To make an Intercom call Using Intercom callingUsing Hot Line To use Hot Line To answer a call Answering a call To place a call on Hold While on an active callTo retrieve a call on hold Transferring a call To use the Transfer feature To use Timed Reminder Recall Using Timed Reminder RecallIf the transferred call is not answered, your phone rings To park a call on a System Park DN Using Attendant RecallUsing Call Park To contact the attendant while on a call To retrieve a parked call To park a call on a DN other than the System Park DN Displaying incoming calls Calling Party Number/Charge AccountTo record the calling party number or charge account number To use Call Trace while you are on a call Tracing a Malicious call Conference Key To use Call Trace if you do not have a Call Trace KeyPress the Individual Line DN Key To buzz the phone linked to yours Additional Call FeaturesUsing the buzz signal Using Call Page Connect to make an announcement To disconnect from the paging system Charging a call or charging a forced call To charge a call in progress To charge a call to an account when you transfer a call Trans Press the Transfer Key when you hear Phone ring Also assumes AHA CLS Automatic Using Enhanced OverrideTo use Enhanced Override To end the connection Using Forced Camp-onTo use Forced Camp-on To override a busy/engaged signal Override FeatureTo answer a camped-on call To use Automatic Pre-selectionMeet me Using Privacy ReleaseUsing Radio To use Privacy Release while on an established call To use Automatic Post selection To use the Special Radio Paging features Using Voice CallTo make a voice call To respond to a voice call Using the Voice Messaging control screensTo use Voice Messaging controls 162 Activate Call Pickup Activate Automatic AnswerbackPress the Automatic Answerback Key To answer an incoming call in another Call Pickup Group Use Call Waiting To return to your first phone call To answer an incoming call while on another callIf you do not have a Call Waiting Key To forward your calls Forward callsTo view the number that your calls are being forwarded to To forward your internal calls To cancel Call ForwardTo cancel Internal Call Forward Forward internal calls only To reinstate Internal Call Forward to the same number Use Remote Call ForwardTo activate Remote Call Forward To cancel Remote Call Forward To lock your phone Secure your phoneTo unlock your phone To change your password must be done from your phone Set up a Conference callTo set up a conference call Join a call To view active conferees Selectable Conferee Display and DisconnectTo disconnect a conferee To call group members Use Group Call To answer a Group Call To end a Group Call Using Record On Demand key Using Save key Using the Personal Directory Additional phone featuresTo add an entry To edit an entry To search for an entry To delete an entry Using the Callers List To dial an entry To delete the entire Callers List Using the Redial List To delete the entire Redial List Logging in to Virtual Office Using Virtual Office Virtual soft key Using Virtual Office on your Remote phone Logged in to an Avaya 1150E IP Deskphone Using Virtual Office on your Office phone Office phone displays the message Logged Out Automatic log out from Virtual Office Logging out of Virtual OfficeEmergency calls on your Remote IP Deskphone Troubleshooting Virtual Office Part 1 Troubleshooting Virtual Office Troubleshooting Virtual Office Part 2 Troubleshooting Virtual Office Part 3 Using Media Gateway 1000BNormal Mode Using Resume Normal Mode Using Test Local ModeLocal Mode Troubleshooting MG 1000B Part 1 Troubleshooting MG 1000B Troubleshooting MG 1000B Part 2 Quick Reference Feature Icon Services and Telephone Options menus 199 Quick Reference 200 Regulatory and safety information Jurisdiction Standard Description EMC compliance DenAn regulatory notice for Japan Other Regulatory and safety information 204 Public Domain Notice Third party terms GNU 207 208 209 210 211 212 OpenSSL 214 215 Zlib Copyright and Permission Notice Curl Libpng 219 Kernrandom ConvertUTF Wchar functions Libjpeg 224 Terms you should know Information display 227 228 Index 230 231 232