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Nortel Networks 1150E manual Observe Agent, To use the Supervisor Talk/Listen feature

Models: 1150E

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Call Center Supervisor Features

To use the Supervisor Talk/Listen feature:

1. Plug your headset into the agent phone.

To use the Supervisor Observe feature for a two way conversation:

1.Press the Supervisor Key. The LED lights continuously and the supervisor can participate in the conversation.

To mute the Supervisor headset:

1.Press the Supervisor Key a second time to put the supervisor headset on mute. The LED turns off.

Observe Agent

To observe an agent:

1.Press the Observe Agent Key. Your position goes into Not Ready state.

2637	2. Press the Agent Key.

or

3.Dial the agent's position ID. You can listen to the agent and caller's conversation.

Note: To observe another agent, repeat step two.

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Nortel Networks 1150E manual Observe Agent, To use the Supervisor Talk/Listen feature, To mute the Supervisor headset

Contents

IP Phone 1150E Page Revision history Revision history Contents Call Center Agent/Supervisor Features Call Center Supervisor FeaturesIP Phone 1150E non-ACD call features Additional Call FeaturesAdditional phone features 149 Regulatory and safety information145 Contents About the Nortel IP Phone 1150E Basic features About the Nortel IP Phone 1150E IP Phone 1150E Telephone controls Context-sensitive soft keys are locatedAbout the Nortel IP Phone 1150E About the Nortel IP Phone 1150E About the Nortel IP Phone 1150E About the Nortel IP Phone 1150E Password Admin About the Nortel IP Phone 1150E Call features and Flexible Feature Codes Telephone displayManaging your Station Control Password Scpw Security featuresUsing encrypted calling To change your ScpwHighlight New Password To turn Password Protection on or offMode 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 To edit text with the context-sensitive soft keys Editing context-sensitive soft key description Part 1Editing context-sensitive soft key description Part 2 Connecting the components IP Phone 1150E connectionsConnecting the components of the phone Before you beginRemoving the stand Connecting the components Cable routing tracks Connecting the components Configuring Telephone Options Telephone Options menuUsing the Telephone Options menu To use the Telephone Options menuAdjusting the volume To adjust the volumeAdjusting the display screen contrast To select a language To adjust the display screen contrastSelecting a language To select a date and time format Accessing display diagnosticsSelecting date and time format To choose a local dialpad tone To use Display diagnosticsChoosing a local dialpad tone To view phone information DiagnosticsViewing phone information To select a headset type To view diagnostic informationSelecting a headset type To log only unanswered calls Configuring call log optionsConfiguring the Callers List log Configuring New Call Indication To configure New Call IndicationConfiguring Preferred Name Match To configure Preferred Name MatchConfiguring Area Code Setup To configure default area codes maximum of threeTo edit area code display Choosing a ring type To select a ring typeTo enable or disable Call Timer Enabling or disabling Call TimerSetting the call indicator light To turn the call indicator light on or offChanging feature key labels To rename the labelsTo restore the default labels Configuring the name display format To configure name display formatUsing the Password Admin menu To change your ScpwEnable Password Protection Choose one of the following context To login as an agent Call Center Agent/Supervisor FeaturesAgent login Headset interfaceLogin with Agent ID and Multiple Queue Assignment MQA To login with Agent ID and MQAWithout Priority Login without Supervisor IDTo login without Supervisor ID With PriorityTo use the default login feature Default loginTo correct errors during the login procedure ExampleAgent logout To logoutAnswer Call Center calls Call Center Agent featuresUse Activity Code To capture activitiesCall Forcing Use Not Ready When you have an emergency situationEmergency Key To be taken out of the queueTo activate Make Set Busy Activate Make Set BusyMaking non-ACD calls To deactivate Make Set BusyTo call your supervisor Contact your supervisorTo answer a non-ACD call To return to the ACD callTo Conference your Supervisor during a call in progress To use the Walkaway featureUse Walkaway and Return from Walkaway To Transfer to a supervisor, during a call in progressTo return from Walkaway Press the key next to the flashing indicator Agent Keys Call Center Supervisor FeaturesLCD status indicators To disconnect an agent call Answer AgentAnswer Emergency To disconnect from the emergency callTo call an agent Call AgentUse the Supervisor Observe and Supervisor Headset Port To leave Call Agent stateTo mute the Supervisor headset To use the Supervisor Talk/Listen featureObserve Agent To observe an agentTo talk to an agent you are observing To leave the Observe stateInterflow Night ServiceTo enter Night Service To activate InterflowTo transition to Night Service To exit Night ServiceTo make a call IP Phone 1150E non-ACD call featuresMake a call Using Predial To use PredialTo display the Auto Dial number Using Auto DialTo use Auto Dial To store an Auto Dial numberTo use Ring Again Using Ring AgainTo call a Ring Again party when you receive notification To cancel Ring Again before notification Using Last Number RedialUsing Speed Call To use Last Number RedialTo store or change a Speed Call number Press the Speed Call Controller KeyUsing System Speed Call To make a System Speed CallTo use Hot Line Using Intercom callingUsing Hot Line To make an Intercom callAnswering a call To answer a callTo retrieve a call on hold While on an active callTo place a call on Hold To use the Transfer feature Transferring a callIf the transferred call is not answered, your phone rings Using Timed Reminder RecallTo use Timed Reminder Recall To contact the attendant while on a call Using Attendant RecallUsing Call Park To park a call on a System Park DNTo park a call on a DN other than the System Park DN To retrieve a parked callTo record the calling party number or charge account number Calling Party Number/Charge AccountDisplaying incoming calls Tracing a Malicious call To use Call Trace while you are on a callTo use Call Trace if you do not have a Call Trace Key Using Call Page Connect to make an announcement Additional Call FeaturesUsing the buzz signal To buzz the phone linked to yoursCharging a call or charging a forced call To disconnect from the paging systemTo charge a call to an account when you transfer a call To charge a call in progressDial the number of the phone where To end the connection Using Enhanced OverrideTo use Enhanced Override Using Forced Camp-on To use Forced Camp-onTo answer a camped-on call Override FeatureTo override a busy/engaged signal To use Privacy Release while on an established call Using Privacy ReleaseUsing Radio To use Automatic Pre-selectionMeet meTo 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 106 To use Automatic Answerback Activate Automatic AnswerbackActivate Call Pickup To deactivate Automatic AnswerbackUse Call Waiting To answer an incoming call in another Call Pickup GroupIf 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 Forward internal calls only To cancel Call ForwardTo cancel Internal Call Forward To forward your internal callsTo 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 Use Group Call To call group membersTo answer a Group Call To end a Group Call To add an entry Additional phone featuresUsing the Personal Directory To edit an entry To delete an entry To search for an entryUsing the Callers List To dial an entry Using the Redial List To delete the entire Callers ListTo delete the entire Redial List Using Virtual Office Logging in to Virtual Office Virtual Office connection availabilityUsing Virtual Office on your Remote phone Logged in to an IP Phone 1150E Using Virtual Office on your Office phone Logged in to an IP Phone 1150E using an IP SoftphoneOffice phone displays the message Logged Out Logging out of Virtual Office To log out from a Remote phoneTroubleshooting Virtual Office Troubleshooting Virtual Office Part 1Troubleshooting Virtual Office Part 2 Normal Mode Using Media Gateway 1000BTroubleshooting Virtual Office Part 3 Local ModeUsing Test Local Mode Using Resume Normal ModeTroubleshooting MG 1000B Troubleshooting MG 1000BAdditional phone features 140 Regulatory and safety information EMC compliance Jurisdiction Standard DescriptionVcci DenAn regulatory notice for Japan Other Terms you should know Information display 147 148 Index 150 151 152 Page Copyright 2006 Nortel Networks. All rights reserved