Supervisor Features; Using Answer Agent - Nortel Softphone 2050 User Manual

Supervisor features

Supervisor features
This section describes the following features that are available to
supervisors:
• "Using Answer Agent" on page 38
• "Using Agent key" on page 39
• "Using Answer Emergency" on page 39
• "Using Call Agent" on page 40
• "Using Interflow" on page 40
• "Using Night Service" on page 40
• "Using Observe" on page 41
• "Using Display Agent Status" on page 42
• "Using Display Queue" on page 43

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 contacing 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.
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