Call Center supervisor features

LED remains dark to denote that the supervisor can hear the conversation while the microphone for the supervisor’s headset is muted.

To use the Supervisor Observe feature, the supervisor plugs the headset into the agent telephone.

To use the Supervisor Observe feature for a two way conversation:

To mute the Supervisor headset:

While the headset is plugged in, press the Supervisor Observe Key. The LED lights continuously and the supervisor can participate in the conversation.

Press the Supervisor Observe Key a second time and then put the supervisor headset on mute. The LED turns off.

Controlled Interflow

When the call backlog or the waiting time in the queue exceeds a set threshold, Controlled Interflow forwards calls to a predefined target queue.

The supervisor activates Controlled Interflow when the waiting time for the queue exceeds its threshold.

To activate Controlled Interflow:

ConIntrFlw

Press the Controlled Interflow Key. The

indicator flashes and excess calls are routed to the destination.

To stop Controlled Interflow:

ConIntrFlw

Press the Controlled Interflow Key again.

Night Service

To enter Night Service:

NightSvc

 

Press the Night Service Key.

 

 

 

The indicator lights continuously. All calls in

 

 

the queue and new calls receive Night

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Nortel Networks SL-100 manual Controlled Interflow, Night Service, ConIntrFlw, NightSvc

SL-100 specifications

Nortel Networks SL-100 is a sophisticated telecommunications platform renowned for its versatility and robust features. Introduced in the late 1990s, this digital switching system caters primarily to small and medium-sized enterprises (SMEs), providing them with advanced telephony capabilities that were once limited to larger organizations.

At the heart of the SL-100 is its ability to support both traditional circuit-switched telephony and emerging VoIP technologies. This dual capability allows businesses to transition seamlessly from legacy systems to modern communication frameworks, ensuring that they can leverage both existing infrastructure and new innovations. The platform is designed to scale, accommodating a range of up to 2,000 lines, making it an appropriate solution for companies anticipating growth.

One of the standout characteristics of the SL-100 is its modular architecture. This design enables organizations to customize their systems with various modules tailored to specific needs. Options such as voicemail, call center features, and enhanced reporting capabilities can be integrated without necessitating a complete system overhaul. As a result, businesses can implement only the features they require, optimizing cost and efficiency.

Nortel’s SL-100 employs a centralized management interface that simplifies administration and improves operational efficiency. This interface provides system administrators with real-time monitoring and the ability to manage user accounts and features from a single point. The platform also facilitates easier troubleshooting and maintenance, reducing downtime and operational disruption.

Security is another essential feature of the SL-100. It incorporates user authentication, call encryption, and network security measures to protect sensitive communications. As cyber threats become increasingly prevalent, the SL-100 positions itself as a reliable option for businesses concerned about maintaining secure communications.

Additionally, the Nortel SL-100 supports various standard protocols, enhancing interoperability with third-party applications and equipment. This crucial compatibility improves its attractiveness to organizations seeking to integrate their legacy systems with modern solutions like customer relationship management (CRM) and other enterprise applications.

Overall, Nortel Networks SL-100 stands out as a dynamic telecommunications solution, balancing advanced technology, flexibility, and security. As businesses navigate an ever-evolving communications landscape, the SL-100 offers a pathway for companies to modernize their communication infrastructure while maintaining the functionality and integrity of their existing systems.