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ACD Supervisor features: Night Service Observe
Night Service
To enter Night Service:
∫
N igh t
and Press Night and dial
fl
flfl
fl (N for Night).
The indicator lights steadily. All call in the
queue and new calls receive Night Service.
Transition to Night Service:
∫
N igh t
and Press Night and dial
°
°°
° (T for Transition).
The indicator flashes. Calls in the queue
remain in the queue and new calls receive
Night Service.
Exit Night Service:
∫
N igh t
and Press Night and dial
‹
‹‹
‹ (D for Day).
The indicator flashes. New calls enter the
queue.
Observe
∫
Observe
1. Press Observe. Your position goes into
NOT READY state.
∫
Age nt
or 2. Press Agent or dial the agent's
position ID. You can listen only to the
agent and caller's conversation.
Repeat step 2 to observe another
agent.
To talk to an agent you are
observing:
∫
Call Agent
Press Call Agent. You now have a
conference with the agent and the caller.