Chapter 14 Monitoring Call Center call activity 191
Configuring Supervisor Help
To set up Supervisor Help you must configure the general Call Center properties for request timeout and supervisor selection method.
For information about | Refer to |
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Programing Supervisor Help | “Setting up general Call Center properties” on page 173 |
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Supervisor Help settings | “Supervisor Help Request Timeout” on page 172 |
| “Selection Method (Supervisor Help From)” on page 172 |
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How to handle Supervisor help requests
Supervisors can program the Supervise feature (F906) onto a memory button of their telephone.
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| 1 Launch Supervisor Help by pressing ≤·‚flor the F906 |
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| memory button on your telephone. |
Help aa? |
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| 2 The display shows the ID of the agent who is requesting help. |
INFO | YES | NO | Press YES to accept the agent request for help |
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| or |
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| press NO to escalate the request |
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| or |
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| press INFO to view the agent name, time and date of the request, |
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| caller ID and caller name of the agent’s call. |
Help aa: |
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| 3 The display shows the agent name. |
INFO |
| JOIN | While you monitor the agent, you can press the INFO key to view |
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| the time and date of the request, caller ID and caller name of the |
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| agent’s call. |
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| You can press the JOIN softkey or the MUTE button on your |
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| telephone to join in the call. |
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| NOTE: Depending on what system you use, the Join and Mute |
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| softkeys may not appear. |
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| 4 When the help session is complete, press ®to end the session. |
Nortel Networks Call Center Set Up and Operation Guide
