Nortel Networks 1165E manual Observing a call, To observe a call

Supervisor features

Observing a call

Use the Observe feature to monitor an agent in a call.

Note: Use this feature to listen to a conversation between an Agent and a Customer, or to create a three-party conference with the Supervisor, Agent and Customer.

To observe a call:.

Observe	1.	Press the Observe key.
Agentkey	2.	Choose one of the following:
		—	Press a selected Agent key.
or
		—	Dial the agent’s Position ID.

RAG 3. Choose one of the following:

— Press the Ring Agent key creating a

CallAgt three party call, so that you can break in to the call, and speak to both the caller and the agent.

—Press the Call Agent key to talk to the agent you are monitoring.

—Proceed to step 4.

Observe	4. Press the Observe key to terminate the
	observation.

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