Nortel Networks 1140E - Manual (Page 38)

Supervisor features
38
Observing a call
Use the
Observe
feature to monitor an agent in a call.
Note:
Use this feature to listen to a conversation between an Agent
and a Customer, or to create a three-party conference with the
Supervisor, Agent and Customer.
To observe a call:
.
1. Press the
Observe
key.
or
2. Choose one of the following:
— Press a selected
Agent
key.
— Dial the agent’s Position ID.
3. Choose one of the following:
— Press the
Ring Agent
key creating a
three party call, so that you can
break in to the call, and speak to
both the caller and the agent.
— Press the
Call Agent
key to talk to
the agent you are monitoring.
— Proceed to step 4.
4. Press the
Observe
key to terminate the
observation.
Observe
Agentkey
RAG
CallAgt
Observe