Observe agent, Interflow, Observe agent 39 interflow 39 – Nortel Networks Meridian M3905 User Manual

Page 39

Call Center Supervisor features

To mute the Supervisor headset:

Press the

Supervisor Observe

Key a

second time and the to put the supervisor
headset on mute. The LED turns off.

Observe Agent

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.

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.

To leave the Observe state:

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.

Interflow

When the call backlog or the waiting time in the queue exceeds a set threshold,
Interflow forwards calls to a predefined target queue.
The supervisor activates Interflow when the waiting time for the queue exceeds its
threshold.

To activate Interflow:

Press the

Interflow

Key. The indicator

flashes and excess calls are routed to the
destination.

Obv Agent

Agent1

CallAgt

Goodbye

Interflow