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Supervisor features
36
Using the Agent key
Use the Agent feature to connect, observe, or monitor the status of each
agent position. Each Agent key links to a particular agent position and
can be used along with the Call Agent or Observe Agent keys.
Table 1 lists the four states of the LCD indicator.
Using Answer Emergency
Use the Answer Emergency feature to receive calls from agents in an
emergency situation.
Note: If Contact Center Manager Administration is in use, and if
multiple Agents have pressed Emergency, the connected PC displays
a list of Agents who have pressed Emergency.
2. Press the Goodbye key to end the call.
Table 1: Agent’s status
LCD display Description
Off Agent is not logged in.
On Agent is logged in but is either NotReady or on a
call.
Slow Flashing Agent is waiting for an ACD call.
Fast Flashing Agent is on a non-ACD call.
(Goodbye)