Supervisor Station; Open A Supervisor Session (Logon); Processing Group- Supervisor Entry/Withdrawal; Supervision Or Acceptance Of An Assistance Request - Alcatel-Lucent OmniPCX Enterprise IP Touch 4068 User Manual

8

Supervisor station

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
10:30 LogOn
menu
Perso
CC
1300
Perso
Entry Queue info
LogOff Private info
Welcome guide ACR manage.
Alcatel-Lucent IP Touch 4038/
4068 & 4039 Digital Phone sets

Processing group- Supervisor entry/withdrawal

8.7
Entry
OR
select the
processing group
from a list
ACD : Agent set/Supervisor station
enter the identifier enter your personal
number password
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.
Perso
ACD Listening
Agent number :
Listen
Restrictive Permanent
Cancel
Alcatel-Lucent IP Touch 4038/
4068 & 4039 Digital Phone sets
by pressing this key, the supervisor starts a discrete listen-in procedure. The supervisor
can then listen in on the conversation between an agent and his correspondent, but
Listen
cannot participate in the conversation.
this key allows the supervisor to intrude in a communication.
Intrusion This intrusion is signalled to the agent and his correspondent by an audible beep and the
supervisor can cut-in on the conversation at any time.
If the agent on-hooks or if the supervisor presses the 'Help' key, only the supervisor and
the correspondent will be in communication.
The agent is in communication with a correspondent. This function allows the supervisor
Restrictive to talk just with the agent without the correspondent 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 and static states (withdrawn, available, Log-Off, etc.)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
password
33
Intrusion
Apply
the session is
closed