Call Agent; Use The Supervisor Observe And Supervisor Headset Jack - Nortel M3905 User Manual

Call Center Supervisor features
To disconnect from the emergency
call:
/
Goodbye

Call Agent

To call an agent:
/
CallAgt
or
To leave Call Agent state:
/
Goodbye

Use the Supervisor Observe and Supervisor Headset Jack

The Supervisor Observe Key is located in the upper left corner of the M3905 ACD
telephone. It has an associated LED.
A supervisor can listen in on an active call at an ACD terminal by connecting the
headset into the jack near the Supervisor Observe Key on an agent's telephone.
The LED remains dark to denote that the supervisor can hear the conversation
while the microphone for the supervisor's headset is muted.
To use the Supervisor Observe
feature:
To use the Supervisor Observe
feature for a two way conversation:
30
Press the Goodbye
1. Press
Call Agent
goes into the Not Ready state.
2. Press the
Agent
agent or dial
Note: To talk to another agent repeat steps
one and two or press the Agent Key for the
next agent.
Press the Goodbye
Supervisor plugs the headset into the agent
telephone.
While the headset is plugged in, press the
Supervisor Observe
continuously and the supervisor can
participate in the conversation.
Key.
Key, your position
Key assigned to the
the agent's position ID.
Key.
Key, the LED lights