Avaya NN44400-114 manual Conferencing in a supervisor, Ending a call, Calling your supervisor

Telephony

4Speak with the agent, if necessary, before you conference in the customer.

5Click Conference again to take the customer off hold and conference in the customer and the other agent.

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Conferencing in a supervisor

Conference in a supervisor if you want to speak to your customer and your supervisor.

Procedure steps

Step Action

1On the Agent Desktop Action bar menu, click Supervisor to place the customer on hold and conference in your supervisor.

2Speak to your supervisor, if necessary, before you conference in the customer.

3Click Conference again to take the customer off hold and conference in the customer and your supervisor.

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Ending a call

End a call when a call is completed. If you were in Ready status before the call, you automatically return to Ready when you terminate the call. If you require time to perform call wrap-up tasks before you accept another call, change your status to Not Ready and enter a Not Ready Reason Code in the Code field of the Top bar. Not Ready Reason codes are defined by the administrator.

Procedure steps

Step Action

1On the work item, click Release.

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Calling your supervisor

You can call your supervisor if you are not currently handling a call.

34 NN44400-114 Contact Center Agent Desktop 2 December 2010