Nortel Networks SL-100 - Manual (Page 46)

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Call Center supervisor features
LED remains dark to denote that the supervisor can hear the conversation while the
microphone for the supervisor’s headset is muted.
To use the Supervisor Observe feature, the supervisor plugs the headset into the agent
telephone.
To use the Supervisor Observe
feature for a two way conversation:
While the headset is plugged in, press the
Supervisor Observe Key. The LED lights
continuously and the supervisor can
participate in the conversation.
To mute the Supervisor headset:
Press the Supervisor Observe Key a second
time and then put the supervisor headset on
mute. The LED turns off.
Controlled Interflow
When the call backlog or the waiting time in the queue exceeds a set threshold,
Controlled Interflow forwards calls to a predefined target queue.
The supervisor activates Controlled Interflow when the waiting time for the queue
exceeds its threshold.
To activate Controlled Interflow:
Press the Controlled Interflow Key. The
indicator flashes and excess calls are routed
to the destination.
To stop Controlled Interflow:
Press the Controlled Interflow Key again.
Night Service
To enter Night Service:
Press the Night Service Key .
The indicator lights continuously. All calls in
the queue and new calls receive Night
ConIntrFlw
ConIntrFlw
NightSvc