Nortel Networks 1165E - Manual (Page 35)

Supervisor features
35
Supervisor features
The following sections describe features available to the supervisor:
• “Using Answer Agent” on page 35
• “Using the Agent key” on page 36
• “Using Answer Emergency” on page 36
• “Using Call Agent” on page 37
• “Using Interflow” on page 38
• “Using Night Service” on page 38
• “Observing a call” on page 40
• “Displaying the queue” on page 41
• “Displaying agent status” on page 43
Using Answer Agent
Use the Answer Agent feature to receive calls from agents in a non-
emergency situation.
To use Answer Agent:
1. When the LCD next to the Answer Agent
key flashes, press the
Answer Agent
key.
Note 1: The Agent ID of the person
contacting you displays on your IP
Phone.
Note 2: The LCD remains lit as long as
you are on the call, and your status is
displayed as NotReady. If configured,
your status is displayed as Not Ready in
Contact Center Manager Administration
Real Time Display.
AnsAgent