- Nortel IP Softphone Call Center User Guide

Supervisor features

This section describes the following features that are available to

supervisors:

• “Using Answer Agent” on page 34

• “Using Agent key” on page 34

• “Using Answer Emergency” on page 35

• “Using Call Agent” on page 36

• “Using Interflow” on page 36

• “Using Night Service” on page 36

• “Using Observe” on page 37

• “Using Display Agent Status” on page 38

• “Using Display Queue” on page 39

Using Answer Agent

Use Answer Agent to receive calls from agents in a non-emergency

situation. Your status changes to NotReady and the indicator remains lit

as long as the call is active.

To use the Answer Agent feature, do the following:

1. When the indicator next to the Answer Agent key flashes, click

Answer Agent

2. To end the call, click Goodbye.

Using Agent key

Use the Agent feature to connect, observe, or monitor the status of each

agent position. Each Agent key links to a particular agent position when

used with the Call Agent or Observe Agent key.