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Supervisor Features: continued
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Agents may be observed when they are active on ACD calls or non-ACD
calls. You may monitor an agent’s conversation or participate in the call.
Depending on the way your ACD system has been configured, the agent may
receive a warning tone indicating that they are being monitored.
To monitor a conversation between an agent and a caller:
1. Press
I.
The associated indicator comes on.
Either
2. Press the
J key
of the agent to be observed, or key the number
of the agent’s
,
key.
The display shows the agent’s In Calls number. You hear the conversa-
tion between the agent and the caller but you cannot participate in the
conversation at this stage.
To participate in the call:
1. Press
K
while monitoring the call.
A Three-Way Call is established.
You can listen to a non-ACD call on an agent’s secondary directory
number by pressing the appropriate
L
key while monitoring an
ACD call.
To switch back to the ACD call:
1. Press
J
again.
You can toggle between the ACD call and the non-ACD call using the
J
and
L
keys. It is not necessary for an agent to be
logged in to monitor calls on the secondary directory number.
Observing agents