Nortel Networks NN10300-025 manual Calling an agent, Observing an agent

Observing an agent 37

2Press the Release key.

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Calling an agent

Follow this procedure to call an agent.

You have the option to enter the agent’s ID, or use the key assigned to the agent. Agent IDs are configured by the system administrator. Contact your system administrator for more information. Each agent may be assigned to an Agent Status Lamp. See “Agent Status Lamp” (page 36) for more information.

Step Action

1Press Call Agent key.

You are in not-ready mode. See “Using the Not Ready feature” (page 31).

2Press the key assigned to the agent, or dial the agent’s ID.

3When the call is finished, press the Release key.

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Observing an agent

Follow this procedure to monitor a call between an agent and a caller, without the agent or the caller knowing the call is being monitored.

Use the Call Agent feature to participate in the call.

Step Action

To observe the call

1Press the Observe key.

To conference the agent and the caller

2Press the Call Agent key.

You are in a three-way conference.

3Press the Release key when the call is finished, or you no longer want to monitor the call.

--End--

Carrier VoIP

Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard

24 April 2009

Copyright © 2009 Nortel Networks