To place a call to the supervisor, To return to the acd call – Nortel Networks 2007 User Manual

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Agent features

To place a call to the supervisor

Tap the Supervisor soft key.

Supervisor

Note:

Calls are automatically put on hold

when the Supervisor soft key is used.

To return to the ACD call

InCalls

Tap the Incalls soft key.

To conference in the supervisor during a call in progress

Supervisor

1. Tap the Supervisor soft key to talk

privately with the supervisor.

Supervisor

2. Tap the Supervisor soft key again for a

conference call.

To transfer a call to the supervisor during a call in progress

Supervisor

1. Tap the Supervisor key.

Supervisor

2. When the supervisor answers, tap the

Supervisor key again.

3. Press the Goodbye key to terminate

access to the call.