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Supervisor features
This section describes the following features that are available to
supervisors:
•
"Using Answer Agent" on page 48
•
"Using Agent key" on page 49
•
"Using Answer Emergency" on page 49
•
"Using Call Agent" on page 50
•
"Using Interflow" on page 50
•
"Using Night Service" on page 50
•
"Using Observe" on page 51
•
"Using Display Agent Status" on page 52
•
"Using Display Queue" on page 53
Using Answer Agent
Use Answer Agent to receive calls from agents in a non-emergency
situation. Your status changes to NotReady and the indicator remains lit
as long as the call is active.
To use the Answer Agent feature, do the following:
1. When the indicator next to the Answer Agent key flashes, click
Answer Agent
The Agent ID of the person contacting you display on your telephone.
2. To end the call, click Goodbye.
Note: The LCD remains lit as long as you are on the call, and your
status is displayed as NotReady. If configured, your status is
displayed as Not Ready in Contact Center Manager Administration
Real Time Display.
.
Supervisor features
48
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