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Supervisor features
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Using 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 when
used with the Call Agent or Observe Agent key.
To activate the Agent feature:
1. Click Call Agent or Observe Agent.
2. Click Agent
.
Table 2 lists agent status indications.
Using Answer Emergency
Use the Answer Emergency feature to receive calls from agents in an
emergency situation. Your status changes to NotReady and the indicator
remains lit as long as the call is active.
To use the Answer Emergency feature, do the following:
1. When the indicator next to the Answer Emergency key flashes, click
Answer Emergency
.
Note: The Agent ID of the individual contacting you is displayed on
your telephone.
2. To end the call, click Goodbye.
Table 2: Agent Status
Indicator Display Meaning
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.