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Call Center Supervisor Guide
Call Center Supervisor Guide
Call Center is an application that handles incoming calls as efficiently and economically as possible. Call
Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the
caller. If there are no agents available, the calls are placed in a skillset to wait for an appropriate agent.
Waiting callers receive periodic announcements and informative messages.
This guide describes how you can use Call Center features as a supervisor or an agent. For more
information about Call Center agents, refer to the Call Center Agent Guide. For information about Call
Center administration, refer to the Call Center Set Up and Operation Guide and the Call Center Reporting
Set Up and Operation Guide. For information about Multimedia Call Center, refer to the Multimedia Call
Center Set Up and Operation Guide and Multimedia Call Center Agent Help.
Logging on to Call Center
You can log on as a supervisor to monitor or participate in calls between agents and callers. You can also
log on to a skillset as an agent to have calls routed to you. Check with your Call Center Administrator to
make sure you are set up as a supervisor. You must use a two-line display telephone. Your telephone must
have handsfree/mute capability. To monitor calls with your voice muted, your telephone must have the
handsfree/mute feature programmed.
What agents should log on to
The Call Center Administrator assigns what type of calls agents can receive. The type of calls agents can
receive determines whether they must log on to a telephone, Multimedia Call Center or both. This table
shows what capabilities agents have depending on the call types they can receive.
Tell your agents what they must log on to, depending on the type of calls they can receive.
Type of calls
you can
receive
Are you logged
onto a
telephone?
Are you logged
onto Multimedia
Call Center?
Can you have
voice calls?
Can you have
phone and
browser
Multimedia Call
Center calls?
Can you have
browser only
Multimedia
Call Center
calls?
Voice
No Not permitted No - -
YES Not permitted YES - -
Multimedia
Call Center
No No - No No
No YES - No YES
YES No - No No
YES YES - YES YES
Both
No No No No No
No YES No No No
YES No No No No
YES YES YES YES YES