AT&T DEFINITY 2500 Instruction Manual page 121

CHAPTER
3. OPERATING FEATURES
Sevice
Obserye:
Service Obsgrving
allows the supervisor to monitor successive incoming or
outgoing calls without reactivating
'the
feature. The supervisor may monitor the agent during
or
b€tween calls by pressing the Service Observe button and dialing the agent's extension
number (or using an AD button).
An optional warning tone may be admanistered. Two-way
audible
connection observing or one-way silent observing can be activaled.
Agent
Ove
de: Allows the sup€rvisor
lo barge in on agents as they handle existing calls. An
optionalwa.ning tone
may be
administered. The supeNisor
can access this feature by using
an AD
button that contains th€ dial access code. The supervisor must then dial or access the
agent
s
extension using an AD button.
lt
the agent is idle
or in a gway
@nterence, lhe
supervisoa receives inter@pt
tone. Disconnect occuls when the agent hangs up.
lf
the split supervisor performs as an agent, the ACD features assigned to buttons for agems
(Autoln, Manualln, Aux Work, Staffed, Release,
and Repeat) should be assigned
to
the
supervisor's voice terminal. Furthermore, Stroke Count buttons, AD, Priority Call, and Leave
Word Calling may be assigned
to
the supervisor's voice terminal. The Confeaence, Transfer,
Drop,
and Hold button cluster are fixed features on the supervisor's voice terminal.
Disptayeelated Featu.es: When
the supervisor has
a
Display Module,
the
display-related
Ieatures assigned
lor
agents (Normal Mode, Inspect Mode, Timer, Datefnme) should
be
assigned
to the supervisor's voice terminal.
ACD
FeaLrres-System
SuPetYi.sot
An attendant can be designated as the system supervisor to do the lollowing:
.
Activate/Cancel Call Forwarding (unconditional
or
ovedlow)
for
any split. (See
Call
Forwarding
tor
ACD
calls in this ACD write-up.)
.
Turn off the system reload warning light (after a tape reload, using only the console
position designated
as the
ACD system
supervisor).
See 'Power Failure'
in
DEFlNlTy" 75/85 Communications System, Genetic
2 an.l
Systqn 85,
Anendant
Console Userc Guide, 555-104-730.
.
Control restrictions using any console on voice terminals on a per-answering-position
basis. See "Restrictions" in DEFlN/rytu 75/85 Connunications system, Generic
2
and
System
85,
Aftendant Console Userc Guide, 555-104-730.
catt
itanaEem?/nl
sys,em (CnS)
Thas
system (on the AP 16, 382, and 385) helps you to
manage
ACD
ac'tivity
and administer
split assignments. Detailed reports are generated on a scheduled or on
a demand basis, and
real-time displays
of curent
agent
activity are provided.
The
CMS reports can include lhe following intormation.
.
The amount
of
time
agents str€nd on calls
.
The amount of time
it
takes
lor
agents to answer calls
3.30