Supervisor Station; Open A Supervisor Session (Logon); Processing Group- Supervisor Entry/Withdrawal; Supervision Or Acceptance Of An Assistance Request - Alcatel-Lucent IP Touch 4038 User Manual

8
Poste superviseur
8.5
The supervisor is an agent who has been assigned additional rights. In particular, he can assist the agents, supervise agent activity,
intrude or listen-in discretely on a call.
A supervisor can also perform the agent function from the same set.

Open a supervisor session (LogOn)

8.6
LogOn
CC
1300
Entry Queue info
LogOff Private info
Welcome guide ACR mgmt.
Alcatel-Lucent IP Touch 4038/
4068 & 4039 Digital Phone

Processing group- Supervisor entry/withdrawal

8.7
Entry
OR
select the
processing group
from a list
ACD : Poste agent/Poste superviseur
enter the identifier Enter your personal
number code
select the processing
group from a list

Supervision or acceptance of an assistance request

8.8
The supervisor has access to the supervision functions either by accepting an assistance request from an agent or by pressing the
'Help' function key in the 'Perso' page.
ACD Listening
Agent number:
Listen
Restrictive Permanent
Cancel
Alcatel-Lucent IP Touch 4038/
4068 & 4039 Digital Phone
By pressing this key, the supervisor starts a discrete listen-in procedure. The supervisor
Listen can then listen in on the call between an agent and his party, but cannot participate in the
call.
This key allows the supervisor to intrude in a communication.
Barge In This intrusion is signalled to the agent and his party by an audible beep and the supervisor
can cut-in on the call at any time.
If the agent on-hooks or if the supervisor presses the 'Help' key, only the supervisor and
the party will be in communication.
The agent is in communication with a party. This function allows the supervisor to talk
Restrictive just with the agent without the party being informed of this intrusion (restrictive).
The supervisor can view on his display the dynamic states (out of service, ACD calls,
Permanent private calls, Wrap-up, pause, etc.) and static states (withdrawn, available, Log-Off, etc.)
of an agent in real-time.
Pressing this key results in the rejection of an agent assistance request.
Cancel

Close a supervisor session

8.9
LogOff
enter your personal
code
31
Barge In
Apply
the session is
closed