To talk to an agent you are observing | Avaya 1150E instruction

Call Center Supervisor Features

Note: You cannot observe an agent if the agent's call is on hold or if no calls are in progress.

To talk to an agent you are observing:

1.Press the Observe Agent Key.

You now have a conference with the agent and the caller.

To leave the Observe state:

1. Press the Goodbye Key.

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Avaya 1150E manual To talk to an agent you are observing, To leave the Observe state

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 Managing your Station Control Password Scpw Security featuresUsing encrypted calling To change your Scpw Mode To turn Password Protection on or offEnable Password Protection Disable Password Protection Choose one of the following context Application text entry Entering text using the USB keyboardEntering and editing text USB keyboard function keys during telephone calls Entering text using the telephone dialpadEditing text using the context-sensitive soft keys 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 date and time format Selecting date and time formatTo select a language Options menu Accessing display diagnosticsTo use Display diagnostics Choosing a local dialpad tone To view phone information Viewing phone informationTo choose a local dialpad tone Selecting a headset type DiagnosticsTo view diagnostic information To select a headset type Configuring call log optionsConfiguring the Callers List log To log only unanswered calls New call indication off New call indication on Configuring New Call IndicationTo configure New Call Indication 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 Ring type… Choosing a ring typeTo edit area code display To select a ring type Enabling or disabling Call TimerTo enable or disable Call Timer To turn the call indicator light on or off Setting the call indicator lightChanging feature key labels 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 Preferences submenu Changing 1. Display SettingsNavigation key functions in Edit mode Part 2 Contrast Sleep Display SettingsTo adjust Contrast or Sleep settings 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 Enabling USB Headset Select the Enable HID Commands checkboxTo enable 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 Agent Keys Call Center Supervisor FeaturesLCD status indicators 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 To make a call Avaya 1150E IP Deskphone non- ACD call featuresMake 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 use Ring Again Using Ring AgainTo call a Ring Again party when you receive notification 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 To make a System Speed Call Using System Speed CallPress the Speed Call Controller Key or To make an Intercom call Using Intercom callingUsing Hot Line To use Hot Line To answer a call Answering a call To retrieve a call on hold While on an active callTo place a call on Hold Transferring a call To use the Transfer feature If the transferred call is not answered, your phone rings Using Timed Reminder RecallTo use Timed Reminder Recall 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 To record the calling party number or charge account number Calling Party Number/Charge AccountDisplaying incoming calls To use Call Trace while you are on a call Tracing a Malicious call Press the Individual Line DN Key To use Call Trace if you do not have a Call Trace KeyConference 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 To use Enhanced Override Using Enhanced OverrideAlso assumes AHA CLS Automatic To use Forced Camp-on Using Forced Camp-onTo end the connection To answer a camped-on call Override FeatureTo override a busy/engaged signal 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 make a voice call Using Voice CallTo use the Special Radio Paging features To use Voice Messaging controls Using the Voice Messaging control screensTo respond to a voice call 162 Press the Automatic Answerback Key Activate Automatic AnswerbackActivate Call Pickup To answer an incoming call in another Call Pickup Group Use Call Waiting If you do not have a Call Waiting Key To answer an incoming call while on another callTo return to your first phone call To view the number that your calls are being forwarded to Forward callsTo forward your calls To forward your internal calls To cancel Call ForwardTo cancel Internal Call Forward Forward internal calls only To activate Remote Call Forward Use Remote Call ForwardTo reinstate Internal Call Forward to the same number To cancel Remote Call Forward To unlock your phone Secure your phoneTo lock your phone To set up a conference call Set up a Conference callTo change your password must be done from your phone Join a call To disconnect a conferee Selectable Conferee Display and DisconnectTo view active conferees 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 To add an entry Additional phone featuresUsing the Personal Directory 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 Emergency calls on your Remote IP Deskphone Logging out of Virtual OfficeAutomatic log out from Virtual Office Troubleshooting Virtual Office Part 1 Troubleshooting Virtual Office Troubleshooting Virtual Office Part 2 Normal Mode Using Media Gateway 1000BTroubleshooting Virtual Office Part 3 Local Mode Using Test Local ModeUsing Resume Normal 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