Inter-Tel Contact Center Suite User Manual page 88

Example: Changing an Agent State
In this example, you will change an agent state from Free to Busy N/A (DND) on an Agent
List tile. This operation might be useful for a supervisor who wanted to set the busy state
for someone who had forgotten to do so.
To change an agent state:
1. If you do not already have an Agent List tile, create one using the defaults for the
tile. Refer to the online help if necessary.
2. On the Agent List tile, click the Current Status column header to sort the agents by
status.
3. Scroll down to find an agent whose status is Free.
4. Click on the agent record and then select Enter busy N/A (DND) from the call
control menu.
Monitoring Calls
You can listen to and record conversations at other extensions if the features are enabled
on the telephone system. The following monitoring options are available when correctly
configured:
•
Silent Monitor: To monitor an extension or agent from Reporter Real-Time, select the
agent or extension that you want to monitor, and then select the Silent Monitor
option. The agent will then be monitored from your extension until the monitoring call
ends. If the telephone system has been configured accordingly, the agent or
extension is not aware that they are being monitored.
NOTE
•
Polite Intrude: To politely intrude on an extension or agent from Reporter Real-Time,
select the agent or extension that you want to monitor, and then select Polite intrude.
The agent is informed of the intrusion by a beeping noise, and can refuse to accept
the intrusion. If the agent accepts, then the Supervisor extension will intrude on the
conversation, as if they had been conferenced in.
NOTE
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This option is unavailable if the agent or extension is not currently on a
call.
This option is available only on the Inter-Tel 7000 system.
Contact Center Suite User Guide