Using The Forced Agent Availability Feature; Using The Talk/Listen Feature; Carrier Voip; Nortel Ip Phone 1150E User Guide (Cicm - Nortel 1150E User Manual

38 Supervisor features

Using the Forced Agent Availability feature

Follow this procedure to force an Automatic Call Distribution (ACD) agent
from the Not Ready state. The agent is now available to take calls. See
"Using the Not Ready feature" (page
You have the option to enter an Agent ID. Agent IDs are configured by
the system administrator. Contact your system administrator for more
information.
Step
1
2

Using the Talk/Listen feature

Follow this procedure to talk with an agent or mute the call and listen only,
from an Automatic Call Distribution (ACD) terminal.
See
of the Talk/Listen key. See
22)
Step
Talking to the agent
1
2
Muting the call
3
Copyright © 2009 Nortel Networks
.
Action
Press the Forced Agent Availability key.
Press the key assigned to the agent, or dial the agent's ID.
The agent is removed from the Not Ready state and available
to accept calls.
Figure 1 "IP Phone 1150E components" (page 10)
for the location of the supervisor headset jack.
Action
Plug the headset into the supervisor headset jack on the agent's
terminal.
Press the supervisor Talk/Listen key.
The supervisor talk/listen indicator lamp is lit. The supervisor
participates in the conversation.
Press the supervisor Talk/Listen key again.
The supervisor talk/listen indicator lamp is turned off. The
supervisor's headset microphone is muted.

Carrier VoIP

Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard
24 April 2009
31).
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Figure 4 "IP Phone 1150E connectors" (page
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for the location