Nortel Networks NN43119-100 manual Supervisor features, Using Answer Agent

Supervisor features

Supervisor features

This section describes the following features that are available to supervisors:

•“Using Answer Agent” on page 45

•“Using Agent key” on page 46

•“Using Answer Emergency” on page 46

•“Using Call Agent” on page 47

•“Using Interflow” on page 47

•“Using Night Service” on page 47

•“Using Observe” on page 48

•“Using Display Agent Status” on page 49

•“Using Display Queue” on page 50

Using Answer Agent

Use Answer Agent to receive calls from agents in a non-emergency situation. Your status changes to NotReady and the indicator remains lit as long as the call is active.

To use the Answer Agent feature, do the following:

1.When the indicator next to the Answer Agent key flashes, click Answer Agent.

The Agent ID of the person contacing you display on your telephone.

2.To end the call, click Goodbye.

Note: The LCD remains lit as long as you are on the call, and your status is displayed as NotReady. If configured, your status is displayed as Not Ready in Contact Center Manager Administration Real Time Display.

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