Nortel Networks Call Center Telephone Telephone User Manual


 
Chapter 11 Monitoring call activity 159
Call Center Telephone Administration Guide
Supervisor Help
With Supervisor Help an agent on a call can request help from a supervisor by pressing a
programmed feature button. The agent can send an urgent request for help without interrupting the
call, and without the caller being aware of the agent’s help request.
Supervisor Help is for situations where an agent is on a call and urgently requires the help of a
supervisor without alerting the caller that a supervisor is being called in. It is not intended for
routine consultations or when the agent is not on a Call Center call.
A supervisor who receives a help request can accept, deny, or ignore it. A request that is denied or
ignored is escalated, and a larger group of supervisors is notified of the request. A supervisor can
choose to escalate a request so that it is broadcast to other supervisors who may be better able to
handle the request. If a supervisor receives a request while they are not at their set, their
≤·‚fl indicator flashes slowly to inform them of the missed request.
If a help request is escalated to a supervisor, their ·‚fl indicator flashes quickly to
inform them of the request. If the call for an escalated help request is still active, the supervisor can
accept the request by pressing the ·‚flfeature key. They do not have to be monitoring
agents at the time, but can be answering Call Center calls.
When a supervisor accepts an agent’s request for help, a Silent Monitor session starts and the
supervisor begins monitoring the agent’s call. The agent who requested help is informed when the
monitoring session begins. If the supervisor is already monitoring the call of the agent who
requests help, the supervisor is considered to have accepted the request for help.
How Supervisor Help works
To use Supervisor Help supervisors must have a memory button programmed with the Supervisor
Help feature code ·‚fl. The programmed key must have an LCD indicator. The memory
button can have a distinct bright color so it can easily be distinguished from the other buttons. For
how to program a memory button refer to “Programming a memory button with a Feature Code”
on page 19.
When a supervisor is selected to answer an agent’s help request, the supervisor’s telephone rings
once with a distinctive tone, and the Supervisor Help LCD indicator lights up and a message
appears on the supervisor’s display to accept or deny the call.
As soon as the supervisor accepts the request, Call Center starts a Silent Monitor session between
the supervisor and the agent.
Note: Supervisors who use Make Busy ·‚° are still available for help
requests.