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Transitioning to night service, Deactivating night service, Using observe – Nortel Networks NN-10300-053 User Manual

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Supervisor features

37

Transitioning to Night Service

To transition into Night Service, do the following:

1. Click

Night

.

2. Click the

8

key (T for Transition) to activate Transition mode.

Note: The Night Service indicator flashes. All calls in the queue
remain in the queue and new calls receive night service.

Deactivating Night Service

To deactivate Night Service, do the following:

1. Click

Night

.

2. Click the

3

key (D for Day) to resume Day mode.

Note: The Night Service indicator flashes, and new calls enter the
queue.

Using Observe

Use the Observe feature to monitor an agent in a call.

To activate the Observe feature, do the following:

1. Click

Observe

.

2. Do one of the following:

— Click a selected

Agent

key.

— Dial the agent’s Position ID.

— To talk to the agent you are monitoring, click

Call Agent

.

3. To terminate the observation, click

Observe

.