Observe, Trace a malicious call – Nortel Networks M3905 User Manual

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Call Center Supervisor features

To transition to Night Service:

Press the

Night

Key

and

dial

(8=T for Transition).

The indicator flashes. Calls in the queue
remain in the queue and new calls receive
Night Service.

Note:

On the Meridian SL-100, press the

Night Service Key. Do not dial six or eight.

Exit Night Service:

Press the

Night

Key

and

dial

‹

(3=D for Day).

The indicator flashes. New calls enter the
queue.

Note:

On the Meridian SL-100, press the

Night Service Key. You do not dial three.

Observe

To observe an agent:

1. Press the

Observe Agent

Key. Your

position goes into Not Ready state.

2. Press the

Agent

Key or

dial

the agent's

position ID. You can listen to the agent
and caller's conversation.

Repeat this step to observe another
agent.

Note:

To observe another agent, repeat

step two.

To talk to an agent you are
observing:

1. While observing an agent. Press the

Call Agent

Key. You now have a

conference with the agent and the
caller.

Night

Obv Agent

Agent1

CallAgt