Call center supervisor features, Agent keys, Answer agent – Nortel Networks Meridian M3905 User Manual
Page 37: Answer emergency, Call center supervisor features 37, Agent keys 37 answer agent 37 answer emergency 37
Call Center Supervisor features
37
Call Center Supervisor features
In addition to the features described in this section, your network administrator
can assign any feature listed in the “Agent features” section to a supervisor's
telephone (except Supervisor).
Agent Keys
Agent Keys allow you to connect, observe, or monitor the status of each Agent
position. Each Agent Key is linked to a particular agent position and can be used
along with the Call Agent or Observe Agent Keys. The following table shows the
meaning of LCD indicator associated with an Agent Key.
Answer Agent
When your phone rings and the
Answer Agent indicator flashes:
/
Press the
Answer Agent
Key. Your position
goes into Not Ready state and you are
connected to the agent.
To disconnect an agent call:
/
Press the
Goodbye
Key.
Answer Emergency
When your phone buzzes and the
Answer Emergency indicator flashes:
/
1. Press the
Hold
Key if you intend to
return to the call in progress.
/
2. Press the
Answer Emergency
Key.
Your position goes into Not Ready
state and the Answer Emergency
indicator lights continuously. You are
connected to the call.
Indicator
Agent Status
Off
No agent logged in at this position.
On
Busy on an ACD call.
Slow Flashing
Waiting for an ACD call.
Fast Flashing
Busy on a non-ACD call.
Ans Agent
Goodbye
Hold
Ans Emerg