Using Answer Agent - Avaya 1165E User Manual

Supervisor features
The following sections describe features available to the supervisor:
• "Using Answer Agent" on page 37
• "Using the Agent key" on page 38
• "Using Answer Emergency" on page 38
• "Using Call Agent" on page 39
• "Using Interflow" on page 40
• "Using Night Service" on page 40
• "Observing a call" on page 42
• "Displaying the queue" on page 43
• "Displaying agent status" on page 45

Using Answer Agent

Use the Answer Agent
emergency situation.
To use Answer Agent:
AnsAgent
feature to receive calls from agents in a non-
1. When the LCD next to the Answer Agent
key flashes, press the
key.
Note 1: The Agent ID of the person
contacting you displays on your IP
Deskphone.
Note 2: 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
Answer Agent
37