Observing a call – Nortel Networks 1140E User Manual

Page 38

Supervisor features

Observing a call

Use the

Observe

feature to monitor an agent in a call.

Note:

Use this feature to listen to a conversation between an Agent

and a Customer, or to create a three-party conference with the
Supervisor, Agent and Customer.

To observe a call:

1. Press the

Observe

key.

2. Choose one of the following:

— Press a selected

Agent

key.

— Dial the agent’s Position ID.

3. Choose one of the following:

— Press the

Ring Agent

key creating a

three party call, so that you can
break in to the call, and speak to
both the caller and the agent.

— Press the

Call Agent

key to talk to

the agent you are monitoring.

— Proceed to step 4.

4. Press the

Observe

key to terminate the

observation.

Observe

Agentkey

RAG

CallAgt

Observe