Nortel Networks NN43001-106 - Manual (Page 349)

Feature description 349
number of calls in the queue for each call type. The ranges (calls in queue)
are identified by one of three customer-specified thresholds that are set in
service change programs.
Attendant Service Observation
This feature allows the supervisory attendant to monitor (listen only) calls in
progress on other attendant loops without being heard. Service Observation
requires the assignment of one key/lamp pair on the supervisory console
flexible key strip. The key is assigned as Busy Verify through service-change
programs. When the console is in Supervisory mode, the key function is
Service Observation; when the console is operating as a normal attendant
the key function is Busy Verify.
The observed attendant and the connected party or parties are not aware
that their conversation is being monitored. The supervisor can release the
connection by pressing the Release key. When the attendant is in a Service
Observe mode, only the Release key is allowed as a valid input.
Supervisory assistance
An attendant can consult with, or transfer calls to, the supervisor or another
attendant using the Interposition call feature. Interposition calls to the
supervisor are allowed regardless of the mode of operation (Supervisory or
Attendant). The supervisor can use the Interposition call feature to contact
any attendant, except those in Position Busy. When the supervisor is
conferring with an attendant, subsequent calls to the supervisor receive a
busy indication.
If an attendant calls the supervisor who at the time is not in supervisory
mode and is handling a call, the supervisory attendant interposition ICI lamp
flashes at 60 ipm. As soon as the supervisor is idle, the calling attendant is
connected to an idle loop on the supervisory console.
Interposition calls can be made from any attendant in the customer group to
any other attendant within the customer group. Only one interposition call
can be terminated on a console at a given time.
Supervisor serving as attendant
When the supervisor decides to act as an attendant, the supervisory
console is removed from Position Busy. The system presents calls to
the supervisory console as if it were a normal attendant console. The
supervisory console must be idle to change states from attendant to
supervisor or supervisor to attendant.
Nortel Communication Server 1000
Features and Services - Book 1 of 6 (A to B)
NN43001-106 01.04 Standard
Release 5.0 27 July 2007
Copyright © 2007, Nortel Networks
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