beautypg.com

Observing a call – Nortel Networks 1165E User Manual

Page 40

background image

Supervisor features

40

Observing a call

Use the

Observe

feature to monitor an agent in a call.

Note: Use this feature to listen to a conversation between an Agent
and a Customer, or to create a three-party conference with the
Supervisor, Agent and Customer.

To observe a call:.

1.

Press the

Observe

key.

or

2.

Choose one of the following:

— Press a selected

Agent

key.

— Dial the agent’s Position ID.

3.

Choose one of the following:

— Press the

Ring Agent

key creating a

three party call, so that you can
break in to the call, and speak to
both the caller and the agent.

— Press the

Call Agent

key to talk to

the agent you are monitoring.

— Proceed to step 4.

4.

Press the

Observe

key to terminate the

observation.

Observe

Agentkey

RAG

CallAgt

Observe

See also other documents in the category Nortel Networks Phones: