Observe Agent; Interflow - Nortel M3905 User Manual

To mute the Supervisor headset:

Observe Agent

To observe an agent:
/
Obv Agent
or
To talk to an agent you are
observing:
/
CallAgt
To leave the Observe state:
/
Goodbye

Interflow

When the call backlog or the waiting time in the queue exceeds a set threshold,
Interflow forwards calls to a predefined target queue.
The supervisor activates Interflow when the waiting time for the queue exceeds its
threshold.
To activate Interflow:
Call Center Supervisor features
Press the
Supervisor Observe
second time and the to put the supervisor
headset on mute. The LED turns off.
1. Press the Observe Agent
position goes into Not Ready state.
2. Press the Agent
position ID. You can listen to the agent
and caller's conversation.
Note: To observe another agent, repeat
step two.
1. While observing an agent. Press the
Call Agent Key. You now have a
conference with the agent and the
caller.
Press the Goodbye
Note: You cannot observe an agent if the
agent's call is on hold or if no calls are in
progress.
Press the Interflow
flashes and excess calls are routed to the
destination.
Key a
Key. Your
Key or dial the agent's
Key.
Key. The indicator
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