Manuals / Nortel Networks / Communications / Telephone

Nortel Networks SL-100 manual Observe Agent, Agent1 or

Models: SL-100

1 110

Download 110 pages 38.93 Kb

Page 47

Image 47

Exit Night Service:

NightSvc

Call Center supervisor features

Service, or are handled in a way designed for your system.

Press the Night Service Key a second time.

The indicator goes off. New calls enter the queue.

Observe Agent

To observe an agent:

	/	1. Press the Observe Agent Key. The
	/	Observe Agent indicator goes on.
		Observe Agent indicator goes on.

Agent1 or

To talk to an agent you are observing, and participate in the conversation:

2.Press the Agent Key or dial the agent’s position InCalls number. You can listen to the agent and caller’s conversation.

Repeat this step to observe another agent.

Call Agent /

To leave the Observe state:

1.While observing an agent. Press the Call Agent Key. You now have a conference with the agent and the caller.

2.Press the Goodbye Key.

Note: You cannot observe an agent if the agent’s call is on hold or if no calls are in progress.

Page 47

Image 47

Nortel Networks SL-100 manual Observe Agent, Agent1 or

Contents

Meridian Digital Telephones Page Introduction to your M3905 Call Center Telephone Call Center headset interface Your telephone non-ACD call features Make a Call Incoming calls Feature Key chart Meridian SL-100 Feature Access Codes FAC Table of contents M3905 Call Center Telephone Introduction to your M3905 Call Center TelephoneOptional accessories M3905 Call Center FeaturesAvailable ACD Features on the M3905 Telephone Introduction to your M3905 Call Center Telephone Terms you should know Terms you should know Your telephone’s controls Programmable Line/Feature Keys self-labeledX2498 Context Sensitive Soft Keys self-labeledCall Processing Keys AppsFixed Keys Mute Key Volume Control BarHeadset Key Emergency Key Not Ready Key DsplyQueue Application KeysMessage Key Primary Directory NumberIndividual Directory Number Aug 20 548 P M3905 Call Center Meridian Digital TelephoneYour telephone display information M3905 DisplaySelect Options ListOptions Select AutoDial Change a Feature Key labelSelect a language Select Purchasing Lower Higher Adjust Screen contrastAdjust volume Play Select Choose Ring typeSelect Call Log options Off Area code set upLive dial pad Preferred name matchKey to turn on Key click, or press Call timerDate/time format Key clickHeadset port on call Headset typeHeadset port external alerter Display diagnosticsFreeing your hands while on the job Switching between the handset and the headsetCall Center headset interface Agent Login Enhancement Call Center agent/supervisor featuresAgent Login Agent Logout LOBCode Agent featuresActivity Code Fixed Key to activate Line-of-Business code Answer Call Center CallsMultistage Queue Status Key/Lamp Call ForcingDisplay Que Display Queue Threshold Msqs enhancement for agents5551234 T2 Callq Forward Callers Redial CallqMake Busy Emergency KeyNot Ready Key 2498 Answer or Make Non-ACD CallsContact your supervisor Walkaway and Return from Walkaway Transfer to InCalls Key Answer Agent Call Center supervisor featuresAgent Keys Agent1 Answer EmergencyCall Agent Use Supervisor Observe and the Supervisor Headset JackNightSvc Night ServiceControlled Interflow ConIntrFlwAgent1 or Observe AgentDisplayAgt Display Agent StatusDsply Queue Display Queue StatusMake a Call Your telephone non-ACD call features2498 Purchasing Predial featureAuto Dial 2637RingAgn Redial Last Number CalledActivate Ring Again SpcCtrl Speed CallRngCall CanclRA2498 SSCuser SScCtlr System Speed Call Network Speed CallDone SpcCtrl SpcUsrGpintercom Intercom CallGroup Intercom All Call Intercom Intercom Call on a Predesignated SetIndividual Page from Group Intercom Answer a CallCheckFw Done While you are away from your deskCall Forward Forward DoneCanclFw CheckFwCall Forward Remote Activation Trans While on an active callPlace a call on Hold Transfer a CallSwap Connect Blind Transfer RecallDirectPark Call Park2498 Trans Park2498 DirectPark Inspect Key Charge a Call or Charge a Forced CallMALCSHold key Trans Trace a Malicious CallInspect MALCSHold 2498DNPickup Incoming callsAnswer Call Pickup PickupCall Wait Call WaitingConf Swap Connect Set up a conference callTalk with more than one person 2270 Preset ConferenceCall Join PrivRls Call featuresUse Privacy Release PagingExeBusyOvd Busy OverrideMake an Announcement over the Call Use Station Camp-on 2698 Class features on IVD setsAnonymous Caller Rejection Acrj Automatic Callback ACBAutomatic Recall AR Customer Originated Trace COT 2698 CustOrigTr Calling Name/Number Delivery Blocking CnnbSelective Call Forward SCF Dir/Log Directory display and navigationCallers Redial Directory password protectionDone EnterPassword enabled on Callers Access and use the Callers ListCall Log Select New OldDial Access and use the Redial ListRedial AddNew Access the Personal DirectoryUse the Personal Directory Add a Personal Directory entryÀààà Next Done ÀààDir/Log Next Clear Done Add an incoming callDelete Add an outgoing callDelete or edit a Personal Directory entry Next DoneDelList Yes No Delete your Personal DirectoryYes Edit Next DoneUse Card View Use the Personal Directory to make a callSearch for an entry Dir/Log Next Copy a number from the Redial ListSelect Done Corporate DirectoryApps NewFind Resume Dirctry Accessories for the M3905 External Alerter and Recorder Interface Key-based Access Expansion Module KBADisplay-based Access Expansion Module DBA Analog Terminal Adapter ATAFeature Key chart 100 101 102 Acrj Meridian SL-100 Feature Access Codes FAC104 105 Key 24 107 Index 108 Page Internal Manufacturing part number P0943524 Issue