Application keys, Application keys 20 – Nortel Networks SL-100 User Manual

Page 20

Your telephone’s controls

Observe Agent Key

Press the

Observe Agent

Key (on the

supervisor ACD telephone) to monitor the
activity on the agent’s telephone.

Display Queue Key

Press the

Display Queue Calls

Key on the

agent’s ACD telephone to display incoming
calls waiting information.

The

Display Queue Calls

Key on the

supervisor’s ACD telephone displays to the
supervisor information on the number of
manned agent positions, the number of calls
waiting in the incoming call queue, number
of calls logically queued, and the waiting
time of the oldest call in the ACD queue.

Supervisor Observe Key

Press the

Supervisor Observe

Key (LED) to

allow a walk-around supervisor to plug the
headset into the headset jack at the side of
the agent’s telephone and monitor or join the
conversation between the agent and the Call
Center caller.

Application Keys

Quit Key

Press the

Quit

Key to end an active

application without affecting the state of any
call on the telephone.

Copy Key

Press the

Copy

Key to copy entries from the

corporate directory to the personal directory.

DsplyQueue