Supervisor And Agent Positions; Supervisor Position - Nortel Meridian SL-100 Reference Manual

5-18 Basic set operation
M2216-2
You cannot adjust the headset interface for the M2216-2. Because a
standard exists for carbon headset design, and the M2216-2 supports carbon
headsets, there is no need for an adjustable headset interface.
The M2216-2 is designed for a standard carbon headset in the agent headset
jack, and a Plantronics Polaris headset in the supervisor headset jack. The
supervisor and agent headset jacks are not interchangeable on any of the
ACD phone sets.
The M2216 telephone sets only receive ACD calls if a headset is plugged
into an agent headset jack.

Supervisor and agent positions

ACD agent positions are telephone sets assigned ACD features. ACD
supervisor positions are telephone sets that may be assigned the same ACD
features, but are assigned with additional feature keys that allow the
following supervisor functions:
Supervisor and agent positions are established through SERVORD. The
SERVORD system automatically datafills the line tables for supervisor and
agent telephones and features.
Note: In this procedure, a supervisor is considered an agent once the
supervisor has logged into an ACD agent position.
The following sections describe the basic features of both the supervisor and
agent phone sets.

Supervisor position

Figure 5-2 illustrates an example of the Meridian M2216 and M2216-1, or
the M2216 modular telephone set configured for a supervisor. Note that the
supervisor does not have the ACD option, so Key 1 is labeled as a primary
directory number (PDN) key.
555-4001-114 Standard 10.02 November 1999
GN Netcom
—model 105-3160 (lightweight monaural headset with over-the-ear
hook, quick disconnect, and a coil cord)
Nortel Liberation
monitoring the work load of agents within their ACD group
observing ACD calls
assisting agents requesting information