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Your telephone’s controls
Observe Agent Key
/
Press the Observe Agent Key (on the
supervisor ACD telephone) to monitor the
activity on the agent’s telephone.
Display Queue Key
/
Press the Display Queue Calls Key on the
agent’s ACD telephone to display incoming
calls waiting information.
The Display Queue Calls Key on the
supervisor’s ACD telephone displays to the
supervisor information on the number of
manned agent positions, the number of calls
waiting in the incoming call queue, number
of calls logically queued, and the waiting
time of the oldest call in the ACD queue.
Supervisor Observe Key
Press the Supervisor Observe Key (LED) to
allow a walk-around supervisor to plug the
headset into the headset jack at the side of
the agent’s telephone and monitor or join the
conversation between the agent and the Call
Center caller.
Application Keys
Quit Key
Press the Quit Key to end an active
application without affecting the state of any
call on the telephone.
Copy Key
/
Press the Copy Key to copy entries from the
corporate directory to the personal directory.
DsplyQueue