Nortel Networks NN10300-025 manual Using the Forced Agent Availability feature

38Supervisor features

Using the Forced Agent Availability feature

Follow this procedure to force an Automatic Call Distribution (ACD) agent from the Not Ready state. The agent is now available to take calls. See “Using the Not Ready feature” (page 31).

You have the option to enter an Agent ID. Agent IDs are configured by the system administrator. Contact your system administrator for more information.

Step Action

1Press the Forced Agent Availability key.

2Press the key assigned to the agent, or dial the agent’s ID. The agent is removed from the Not Ready state and available to accept calls.

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Using the Talk/Listen feature

Follow this procedure to talk with an agent or mute the call and listen only, from an Automatic Call Distribution (ACD) terminal.

See Figure 1 "IP Phone 1150E components" (page 10) for the location of the Talk/Listen key. See Figure 4 "IP Phone 1150E connectors" (page

22)for the location of the supervisor headset jack.

Step Action

Talking to the agent

1Plug the headset into the supervisor headset jack on the agent’s terminal.

2Press the supervisor Talk/Listen key.

The supervisor talk/listen indicator lamp is lit. The supervisor participates in the conversation.

Muting the call

3Press the supervisor Talk/Listen key again.

The supervisor talk/listen indicator lamp is turned off. The supervisor’s headset microphone is muted.

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Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard

24 April 2009

Copyright © 2009 Nortel Networks