Observe agent, Interflow, Observe agent 39 interflow 39 – Nortel Networks Meridian M3905 User Manual
Page 39
Call Center Supervisor features
39
To mute the Supervisor headset:
Press the
Supervisor Observe
Key a
second time and the to put the supervisor
headset on mute. The LED turns off.
Observe Agent
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.
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.
To leave the Observe state:
/
Press the
Goodbye
Key.
Note:
You cannot observe an agent if the
agent's call is on hold or if no calls are in
progress.
Interflow
When the call backlog or the waiting time in the queue exceeds a set threshold,
Interflow forwards calls to a predefined target queue.
The supervisor activates Interflow when the waiting time for the queue exceeds its
threshold.
To activate Interflow:
Press the
Interflow
Key. The indicator
flashes and excess calls are routed to the
destination.
Obv Agent
Agent1
CallAgt
Goodbye
Interflow