Nortel Meridian SL-100 Reference Manual page 127

extended observe, allowing the key to access any ACD group. These
capabilities are established in SERVORD. Use Procedure 5-11 to observe an
agent.
Procedure 5-11
Observing an agent
1 Press the OBS key.
2 Press the ASL key for the desired agent.
Response:
The supervisor can monitor an active INCALLS call on the agent station.
3 Press the ASL key again.
Response:
The supervisor can monitor an agent SDN call, if both INCALLS and SDN calls
are active on the agent station.
4 You have completed this procedure.
Forced Agent Availability key
The Forced Agent Availability (FAA) key allows the supervisor to force an
agent out of ACD Not Ready and into an idle state. Use Procedure 5-12 to
activate the Forced Agent Availability feature.
Procedure 5-12
Using the Forced Agent Availability feature
1
Press the FAA key.
2 Press the ASL key for the desired agent.
Response:
The supervisor forces the agent into an idle state and makes the agent able to
receive calls.
3
You have completed this procedure.
Night Service
Each Night Service key on the supervisor station controls the activation of
night service for one ACD group. Calls already in queue are presented to
agents in the normal manner, while new calls are given the night treatment
specified in SERVORD.
Meridian SuperNode MSL-100 Meridian Modular Telephones Reference Manual MSL11
Basic set operation 5-21