Call Center Supervisor Features; Agent Keys; Answer Agent; Answer Emergency - Nortel M3905 User Manual

Call Center Supervisor features

In addition to the features described in this section, your network administrator
can assign any feature listed in the "Agent features" section to a supervisor's
telephone (except Supervisor).

Agent Keys

Agent Keys allow you to connect, observe, or monitor the status of each Agent
position. Each Agent Key is linked to a particular agent position and can be used
along with the Call Agent or Observe Agent Keys. The following table shows the
meaning of LCD indicator associated with an Agent Key.
Indicator
Off
On
Slow Flashing
Fast Flashing

Answer Agent

When your phone rings and the
Answer Agent indicator flashes:
/
Ans Agent
To disconnect an agent call:
/
Goodbye

Answer Emergency

When your phone buzzes and the
Answer Emergency indicator flashes:
/
Hold
/
Ans Emerg
No agent logged in at this position.
Busy on an ACD call.
Waiting for an ACD call.
Busy on a non-ACD call.
Press the
goes into Not Ready state and you are
connected to the agent.
Press the
1. Press the
return to the call in progress.
2. Press the
Your position goes into Not Ready
state and the Answer Emergency
indicator lights continuously. You are
connected to the call.
Call Center Supervisor features
Agent Status
Key. Your position
Answer Agent
Key.
Goodbye
Hold Key if you intend to
Answer Emergency
Key.
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