Telephony
Prerequisites
•Ensure that your contact center is
•Ensure that you log on to Agent Desktop.
•Ensure that you have either supervisor or
Procedure steps
Step Action
1On the Agent Desktop Top bar menu, click Observe.
In the Assigned Agents box, the green circle indicates the assigned agents that are ready to receive calls, and the red circle indicates the assigned agents that are not ready to receive calls.
2In the Supervisor Control dialog box, under Current Agent Contacts, select the call that you want to observe.
3Click Observe.
A new call is presented on the Agent Desktop of the supervisor. The new call is not a Contact Center call, so the agent does not need to be ready. The call connects the supervisor or
4Accept the call ringing on your Agent Desktop.
--End--
Barging in on a call
Barge in on a call if you are observing a call that needs immediate supervisor attention. When using the
The agent or customer on the call cannot hear the supervisor join or leave the call. The supervisor or
Procedure steps
Step Action
1In the Supervisor Control dialog box, click
--End--
2 December 2010 37 |