Call Center Supervisor Features; Agent Keys; Answer Agent - Nortel Meridian SL-100 M3905 User Manual

Call Center supervisor features

Call Center supervisor features
You can assign any feature listed in the "Agent features" section to the supervisor's
telephone (except Supervisor key), as well as the features described in this section.

Agent Keys

The Call Agent Keys feature allows you to connect to each agent position. Each
Agent Key is linked to a particular agent position. Press the
Agent Key for the particular ACD agent, or dial the secondary or individual agent
number, to be connected to a particular agent position.
Agent Keys also function as an Agent-Status Lamp for each agent and allow you to
track the status of each position in the group. The following shows the meaning of the
LCD indicator associated with an
Indicator
OFF
ON
FLASH
WINK

Answer Agent

When your phone rings and the
Answer Agent indicator flashes:
/
To disconnect an agent call:
/
44
Agent
Agent position unmanned (Make Set Busy Activated)
Agent handling an ACD call
Agent waiting on an ACD call
Agent busy on post-call work (Not Ready Activated)
1.
2.
Key:
Agent Status
Press the Answer Agent
Press the Goodbye
Call Agent Key then the
Key.
Key.