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Chapter 14 Monitoring Call Center call activity 183
Nortel Networks Call Center Set Up and Operation Guide
14 If you want to join the call, press JOIN.
You can press MUTE to mute your voice while you monitor.
NOTE: If you use CallPilot 100/150, Join and Mute do not appear, but Info does instead.
15 To end the monitoring session press CANCL.
If you want to monitor another agent in the skillset press NEXT until you see the agent you want
to monitor, and then press
OBSV.
You can program a memory button with ≤·‚›. If the memory button you choose has an
indicator, the indicator shows your log on status.
• If the indicator is off, you are logged off.
• If the indicator is on, you are logged on.
An agent requests help while you are in a monitoring session
While you monitor an agent, the agent can request Supervisor Help if it is available on your
system. If an agent requests help, you are automatically selected to help and assumed to have
accepted the request. When you are done, the Supervisor Help session ends and your original
monitoring session resumes where it left off.