Nortel Networks SL-100 - Manual (Page 45)

45
Call Center supervisor features
Answer Emergency
When your phone rings steadily for
30 seconds and the Answer
Emergency indicator flashes:
/
1. Press the Hold Key if you intend to
return to the call in progress.
/
2. Press the Answer Emergency Key.
To disconnect from the emergency
call:
/
Press the Goodbye Key.
Call Agent
To call an agent:
/
1. Press Call Agent Key.
or
2. Press the Agent Key assigned to the
agent or dial the agent’s position ID.
To leave Call Agent state:
/
Press the Goodbye Key.
Use Supervisor Observe and the Supervisor Headset Jack
The Supervisor Observe Key is located in the upper left corner of the M3905 ACD
telephone. It has an associated LED.
A supervisor can listen in on an active call at an ACD terminal by connecting the
headset into the jack near the Supervisor Observe Key on an agent’s telephone. The
Call Agent
Agent1