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Agent features
•
To speak to your supervisor, click Supervisor.
•
To return to the active call, click InCalls.
Note 1: The enter key on the keyboard can also be used to pick up
the longest incoming ringing/non-ringing DN by configuring Automatic
line selection on each phone.
Placing a call to your supervisor when on a call
To place a call to your supervisor:
1. Click Supervisor. Calls are automatically put on hold when using
Supervisor.
2. To return to the current call, click InCalls.
Conferencing your supervisor to a call in progress
You can conference in your supervisor to a call in progress:
•
To talk privately with your supervisor, click Supervisor.
•
Click
Supervisor
you, your supervisor, and the current caller.
Transferring a call to your supervisor
To transfer a current call to your supervisor:
1. Click Supervisor.
2. When your supervisor answers, click
3. To terminate your access to the call, click Goodbye.
47
twice to activate a conference call that includes
Supervisor
again.
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