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SUPERVISOR ACTIVITIES
Entering/Exiting
Supervisor Mode
In supervisor mode, you can
monitor and change agent status.
In normal mode, you cannot
change agent status.
To change modes on any
supervisor phone:
1.
Press Feature.
2.
Dial 32.
Press Hold to enter
3.
supervisor mode, or press
Drop to exit supervisor mode.
Changing Agent Status
You can sign in additional agents
from a supervisor phone if call
volume requires more agents.
To change agent status:
1. Select new agent status:
On phones with agent
status buttons, press
programmed Available or
Unavailable button.
On MLX display phones
without agent status
buttons, press Feature
and dial 762 for available,
or 760 for unavailable.
On analog multiline phones
without agent status
buttons, press program-
med Feature button and
dial 762 for available, or
760 for unavailable.
2. Press appropriate agent
button.
† See your Calling Group Supervisor's Guide for a description of Auto Logout
and other calling group features that can be programmed by your company.
Monitoring Calls-in-Queue
You can monitor the number of
calls in queue by checking the
Calls-in-Queue Alarm button
light or inspecting the number of
calls in queue using your display
(available only to MLX display
phones).
Monitoring Agent Status
You can monitor agents ability to
take calls. Agents sign in/sign out
using their Available buttons. Auto
Logout †, if available, changes
agent's status to unavailable after
five rings.
To monitor status using phone
without DSS:
Use red and green lights next to
agent buttons to monitor busy/not
busy (on-a-call/not-on-a call)
status:
Light
State
Meaning
Green On
Agent available
(signed in)
Off
Agent unavailable
(signed out)
Red
On
Agent busy
Off
Agent not busy
To inspect number of calls-in-
queue:
1.
Press Inspct.
2.
Press Calls-in-Queue Alarm
(name of calling group)
button.
Read display:
3.
GrpCl followed by name
(if available)
number of calls in queue
To monitor status using phone
with DSS:
Available/unavailable status:
Use green lights on MERLIN II
System Display Console and
red lights on MLX DSS to
monitor available/unavailable
status:
State
Meaning
On
Agent available
(signed in)
off
Agent unavailable
(signed out)
Busy/not busy status:
1.
Press Message Status
button on DSS to monitor
busy/not busy status:
State
Meaning
On
Agent busy
Off
Agent not busy
2. Press Message Status
button to return to
monitoring availability
status.
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