Nortel Networks M3905 Cordless Telephone User Manual


 
22
Call Center Supervisor features
To use the Supervisor Observe
feature for a two way conversation:
While the headset is plugged in, press the
Supervisor Observe Key, the LED lights
continuously and the supervisor can
participate in the conversation.
To mute the Supervisor headset:
Press the Supervisor Observe Key a
second time and the to put the supervisor
headset on mute. The LED turns off.
Observe Agent
To observe an agent:
/
1. Press the Observe Agent Key. Your
position goes into Not Ready state.
or
2. Press the Agent Key or dial the agent's
position ID. You can listen to the agent
and caller's conversation.
Note: To observe another agent, repeat
step two.
To talk to an agent you are
observing:
/
1. While observing an agent. Press the
Call Agent Key. You now have a
conference with the agent and the
caller.
To leave the Observe state:
/
Press the Goodbye Key.
Note: You cannot observe an agent if the
agent's call is on hold or if no calls are in
progress.
Interflow
When the call backlog or the waiting time in the queue exceeds a set threshold,
Interflow forwards calls to a predefined target queue.
The supervisor activates Interflow when the waiting time for the queue exceeds its
threshold.
Obv Agent
Agent1
CallAgt
Goodbye