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Supervisor features
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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.
Using Call Agent
Use the Call Agent feature to contact an agent.
To use the Call Agent feature, do the following:
1. Click Call Agent.
2. Click a selected Agent key or dial the agent’s Position ID.
3. To end the call, click Goodbye.
Using Interflow
Use the Interflow feature to redirect calls when the backlog or wait time
exceeds a predefined threshold. The Interflow indicator flashes while the
feature is active.
To use the Interflow feature, do the following:
1. Click Interflow.
2. Click Interflow again to deactivate the feature and resume normal
call flow.
Using Night Service
Use the Night Service feature to define how calls are handled outside of
business hours. When Night Service is active, the indicator lights
continuously and all new calls and calls already in the queue receive night
service.