Nortel Networks SL-100 - Manual (Page 44)

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Call Center supervisor features
Call Center supervisor features
You can assign any feature listed in the “Agent features” section to the supervisor’s
telephone (except Supervisor key), as well as the features described in this section.
Agent Keys
The Call Agent Keys feature allows you to connect to each agent position. Each
Agent Key is linked to a particular agent position. Press the Call Agent Key then the
Agent Key for the particular ACD agent, or dial the secondary or individual agent
number, to be connected to a particular agent position.
Agent Keys also function as an Agent-Status Lamp for each agent and allow you to
track the status of each position in the group. The following shows the meaning of the
LCD indicator associated with an
Agent Key:
Answer Agent
When your phone rings and the
Answer Agent indicator flashes:
/
1. Press the Answer Agent Key.
To disconnect an agent call:
/
2. Press the Goodbye Key.
Indicator Agent Status
OFF Agent position unmanned (Make Set Busy Activated)
ON Agent handling an ACD call
FLASH Agent waiting on an ACD call
WINK Agent busy on post-call work (Not Ready Activated)