Call agent – Nortel Networks Meridian M3905 User Manual

Page 38

Call Center Supervisor features

To disconnect from the emergency
call:

Press the

Goodbye

Key.

Call Agent

To call an agent:

1. Press

Call Agent

Key, your position

goes into the Not Ready state.

2. Press the

Agent

Key

assigned to the

agent or

dial

the agent's position ID.

Note:

To talk to another agent repeat steps

one and two or press the Agent Key for the
next agent.

To leave Call Agent state:

Press the

Goodbye

Key.

Use the Supervisor Observe and Supervisor Headset Jack

The Supervisor Observe Key is located in the upper left corner of the M3905 ACD
telephone. It has an associated LED.
A supervisor can listen in on an active call at an ACD terminal by connecting the
headset into the jack near the Supervisor Observe Key on an agent’s telephone.
The 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:

Supervisor plugs the headset into the agent
telephone.

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

While the headset is plugged in, press the

Supervisor Observe

Key, the LED lights

continuously and the supervisor can
participate in the conversation.

Goodbye

CallAgt

Agent1

Goodbye