First Virtual Communications 1150E - Manual (Page 75)

Call Center Supervisor Features
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To use the Supervisor Talk/Listen feature:
To use the Supervisor Observe feature for a two way conversation:
To mute the Supervisor headset:
Observe Agent
To observe an agent:
1. Plug your headset into the agent phone.
1. Press the Supervisor Key. The LED
lights continuously and the supervisor
can participate in the conversation.
1. Press the Supervisor Key a second
time to put the supervisor headset on
mute. The LED turns off.
1. Press the Observe Agent Key. Your
position goes into Not Ready state.
2. Press the Agent Key.
or
3. Dial the agent's position ID. You can
listen to the agent and caller's
conversation.
Note: To observe another agent, repeat
step two.
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