Observe, Trace a malicious call – Nortel Networks M3905 User Manual
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Call Center Supervisor features
To transition to Night Service:
+
Press the
Night
Key
and
dial
°
(8=T for Transition).
The indicator flashes. Calls in the queue
remain in the queue and new calls receive
Night Service.
Note:
On the Meridian SL-100, press the
Night Service Key. Do not dial six or eight.
Exit Night Service:
+
Press the
Night
Key
and
dial
‹
(3=D for Day).
The indicator flashes. New calls enter the
queue.
Note:
On the Meridian SL-100, press the
Night Service Key. You do not dial three.
Observe
To observe an agent:
/
1. Press the
Observe Agent
Key. Your
position goes into Not Ready state.
or
2. Press the
Agent
Key or
dial
the agent's
position ID. You can listen to the agent
and caller's conversation.
Repeat this step to observe another
agent.
Note:
To observe another agent, repeat
step two.
To talk to an agent you are
observing:
/
1. While observing an agent. Press the
Call Agent
Key. You now have a
conference with the agent and the
caller.
Night
Night
Obv Agent
Agent1
CallAgt