Calling An Agent; Observing An Agent; Carrier Voip; Nortel Ip Phone 1150E User Guide (Cicm - Nortel 1150E User Manual

2

Calling an agent

Follow this procedure to call an agent.
You have the option to enter the agent's ID, or use the key assigned to the
agent. Agent IDs are configured by the system administrator. Contact your
system administrator for more information. Each agent may be assigned
to an Agent Status Lamp. See
information.
Step
1
2
3

Observing an agent

Follow this procedure to monitor a call between an agent and a caller,
without the agent or the caller knowing the call is being monitored.
Use the Call Agent feature to participate in the call.
Step
To observe the call
1
To conference the agent and the caller
2
3
Copyright © 2009 Nortel Networks
.
Press the Release key.
Action
Press Call Agent key.
You are in not-ready mode. See
(page 31).
Press the key assigned to the agent, or dial the agent's ID.
When the call is finished, press the Release key.
Action
Press the Observe key.
Press the Call Agent key.
You are in a three-way conference.
Press the Release key when the call is finished, or you no longer
want to monitor the call.

Carrier VoIP

Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard
24 April 2009
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"Agent Status Lamp" (page 36)
"Using the Not Ready feature"
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--End--
Observing an agent 37
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