Configuring Supervisor Help; How To Handle Supervisor Help Requests - Nortel Call Center Telephone Administration Manual

Configuring Supervisor Help

To set up Supervisor Help you must configure the general Call Center properties for request
timeout and supervisor selection method.
For information about
Supervisor Help settings

How to handle Supervisor help requests

Supervisors can program the Supervise feature (F906) onto a memory button of their telephone.
Help xx?
INFO YES
Help xx:
INFO CANCL JOIN
Refer to
"Setting the Supervisor Help request timeout" on page 28
"Selecting skillsets supervisors can receive help requests from" on page 28
Launch Supervisor Help by pressing ≤·‚fl or the F906
1
memory button on your telephone.
2
The display shows the ID of the agent who is requesting help.
NO
Press YES to accept the agent request for help
or
press NO to escalate the request
or
press INFO to view the agent name, time and date of the request,
caller ID and caller name of the agent's call.
3
The display shows the ID of the agent you are helping.
While you monitor the agent, you can press the INFO key to view
the time and date of the request, caller ID and caller name of the
agent's call.
You can press the JOIN softkey or the MUTE button on your
telephone to join in the call.
NOTE: Depending on what system you use, the Join and Mute
softkeys may not appear.
When the help session is complete, press ® to end the session.
4
Chapter 11 Monitoring call activity
Call Center Telephone Administration Guide
161