Agent features
Answering a call from your supervisor
When the indicator next to the Supervisor key flashes, click Supervisor.
The indicator remains lit as long as the call remains active.
Answering a call from your supervisor when on a call
Answering a call from your supervisor when on another call. When the indicator next to the Supervisor key flashes, you can do any of the following:
•To put the current call on hold, click Hold.
•To speak to your supervisor, click Supervisor.
•To return to the active call, click InCalls.
Placing a call to your supervisor when on a call
To place a call to your supervisor:
1.Click Supervisor. Calls are automatically put on hold when using Supervisor.
2.To return to the current call, click InCalls.
Conferencing your supervisor to a call in progress
You can conference in your supervisor to a call in progress:
•To talk privately with your supervisor, click Supervisor.
•Click Supervisor twice to activate a conference call that includes you, your supervisor, and the current caller.
Transferring a call to your supervisor
To transfer a current call to your supervisor:
1.Click Supervisor.
2.When your supervisor answers, click Supervisor again.
3.To terminate your access to the call, click Goodbye.
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