Table of Contents
Advertisement
CHAPTER
3. OPERATING FEATURES
To placa a call ftom
en
ertension
to
a
specitic agenl in a 3plil:
'1.
Dial
the individual telephone/voice terminal extension of the specific agent-
Listen
for ringback tone.
2.
Converse
with the agent, and hang up when your callends.
Baryrng in on
ACD
Catts-Agenl Ovedde
Note:
Only superyisors and
voace
terminals
with Agent
Override class
of
se
ice
may barge in
on
agents
as they
handle an existing call.
The call must
be
established
befoae
Agent Override can be activated.
To
rctivate Agedt Ovenide with/wiihoul waminE tone:
1.
Press an idle appearance button.
Liston
lor
dial
tone.
2.
Dial
the Agent override access code, or press
lEl.
Usten
for dial tone.
3.
Dial
the extension number of the agent to be observed.
Listen
for tone:
lntercept
tone-the
voice
terminal is
idle
or
in a
gway
conference.
warning
tone-an
optional initial short tone
to
alert the agent thal you are about to
be
added
to the
connection. You are
added
to
the
2_party
connection You
are
disconneqtect
when
the agent and the caller hang up.
+.
eress
@
if
intercept
tone is heard.
5.
Repeat the procedure
to
barge in on other calls
to
an agent. You can barge in
on
incoming
or outgoing calls.
Monito
nE
ACD
Catls-Setvice
Observing
Nole:
Only designaled obseryers can monitor successive calls
lo
an
agent for
extended periods
of
time. Service
Observing
can be
used
for
training
purposes
to
help new agents
handle successive ACD calls
or
to
evaluate
servic€.
Multiple calls can
be
observed during one session because the
feature is not deactivated when an agent disconnects lrom
a
call.
3-41
Advertisement
Table of Contents
Need help?
Do you have a question about the DEFINITY 2500 and is the answer not in the manual?
Questions and answers