User Guide

Supervisor features
31
Supervisor features
The following sections describe features available to the supervisor:
• “Using Answer Agent” on page 31
• “Using the Agent key” on page 32
• “Using Answer Emergency” on page 32
• “Using Call Agent” on page 33
• “Using Interflow” on page 34
• “Using Night Service” on page 34
• “Observing a call” on page 36
• “Displaying the queue” on page 37
• “Displaying agent status” on page 38
Using Answer Agent
Use the Answer Agent feature to receive calls from agents in a non-
emergency situation.
To use Answer Agent:
1. When the LCD next to the Answer Agent
key flashes, press the Answer Agent
key.
Note 1: The Agent ID of the person
contacting you displays on your IP
Phone.
Note 2: The LCD remains lit as long as
you are on the call, and your status is
displayed as NotReady. If configured,
your status is displayed as Not Ready in
Contact Center Manager Administration
Real Time Display.
AnsAgent