Nortel Networks SL-100 - Manual (Page 47)

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Call Center supervisor features
Service, or are handled in a way designed for
your system.
Exit Night Service:
Press the Night Service Key a second time.
The indicator goes off. New calls enter the
queue.
Observe Agent
To observe an agent:
/
1. Press the Observe Agent Key. The
Observe Agent indicator goes on.
or
2. Press the Agent Key or dial the agent’s
position InCalls number. You can listen
to the agent and caller’s conversation.
Repeat this step to observe another
agent.
To talk to an agent you are observing,
and participate in the conversation:
/
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:
/
2. 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.
NightSvc
Agent1
Call Agent