Observing A Call; Displaying The Queue - Nortel IP Phone 2004 User Manual

Hide thumbs Also See for IP Phone 2004:

Table of Contents

Observing a call

Use the

Observe

Use the

Display Queue

ACD queue. The information displayed includes the following:

•

number of calls waiting in the queue

•

number of agent positions occupied for the queue

•

the length of time that the oldest call has waited in the queue

•

the number of calls that have been overflowed into the queue

feature to monitor an agent in a call.

1. Press the

2. Choose one of the following:

— Press a selected

— Dial the agent's Position ID.

3. Press the

agent you are monitoring.

4. Press the

observation.

feature to access the status of calls in an

Supervisor features

Observe

key.

Agent

Call Agent

key to talk to the

Observe

key to terminate the

key.

Table of Contents