Filter
Top Products
38 Supervisor features
Using the Forced Agent Availability feature
Follow this procedure to force an Automatic Call Distribution (ACD) agent
from the Not Ready state. The agent is now available to take calls. See
“Using the Not Ready feature” (page 31).
You have the option to enter an Agent ID. Agent IDs are configured by
the system administrator. Contact your system administrator for more
information.
Step Action
1 Press the Forced Agent Availability key.
2 Press the key assigned to the agent, or dial the agent’s ID.
The agent is removed from the Not Ready state and available
to accept calls.
--End--
Using the Talk/Listen feature
Follow this procedure to talk with an agent or mute the call and listen only,
from an Automatic Call Distribution (ACD) terminal.
See Figure 1 "IP Phone 1150E components" (page 10) for the location
of the Talk/Listen key. See Figure 4 "IP Phone 1150E connectors" (page
22) for the location of the supervisor headset jack.
Step Action
Talking to the agent
1 Plug the headset into the supervisor headset jack on the agent’s
terminal.
2 Press the supervisor Talk/Listen key.
The supervisor talk/listen indicator lamp is lit. The supervisor
participates in the conversation.
Muting the call
3 Press the supervisor Talk/Listen key again.
The supervisor talk/listen indicator lamp is turned off. The
supervisor’s headset microphone is muted.
--End--
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.