Controlled Interflow; Night Service - Avaya 3905 User Manual

Call Center supervisor features
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, the supervisor plugs the headset into
the agent telephone.
To use the Supervisor Observe
feature for a two way
conversation:
To mute the Supervisor headset:

Controlled Interflow

When the call backlog or the waiting time in the queue exceeds a set
threshold, Controlled Interflow forwards calls to a predefined target queue.
The supervisor activates Controlled Interflow when the waiting time for the
queue exceeds its threshold.
To activate Controlled Interflow:
ConIntrFlw
To stop Controlled Interflow:
ConIntrFlw

Night Service

To enter Night Service:
NightSvc
50
While the headset is plugged in, press
the Supervisor Observe
lights continuously and the supervisor
can participate in the conversation.
Press the Supervisor Observe
second time and then put the supervisor
headset on mute. The LED turns off.
Press the Controlled Interflow
The indicator flashes and excess calls
are routed to the destination.
Press the Controlled Interflow
again.
Press the Night Service Key.
Key. The LED
Key a
Key.
Key