Avaya NN44400-114 manual Using the Emergency key, Observing a call

Telephony

1On the Agent Desktop Action bar menu toolbar, click the DTMF option.

2Enter the numbers on the keypad that appears.

--End--

Using the Emergency key

Use the Emergency key if you require immediate assistance from your supervisor while handling a call. For example, if you talk to a customer who suddenly threatens you, you may want to add your supervisor to the call immediately. The caller is not placed on hold when the supervisor is conferenced in an emergency.

Attention: Emergency key is not supported in SIP-enabled contact centers.

Procedure steps

Step Action

1On the Agent Desktop Top bar menu, click Emergency.

Your supervisor is added to the call immediately and conferenced in with both you and the customer.

--End--

Observing a call

Observe a call when a supervisor or agent-supervisor wants to listen in on a call. In a SIP-enabled contact center, both the observe and barge-in functions can be used to listen in on a call. When using the observe function, the supervisor or agent-supervisor can listen to a call without being heard. When using the barge-in function, the supervisor or agent-supervisor can participate in a call between the agent and the customer.

The agent or customer on the call cannot hear the supervisor join or leave the call. The supervisor or agent-supervisor actions do not affect the original call or the normal connect and disconnect actions of the agent and customer conversation.

An agent-supervisor can handle calls and be a supervisor to other agents. Only one supervisor at a time can observe a call, and the supervisor can observe only one call at a time.

36 NN44400-114 Contact Center Agent Desktop 2 December 2010