- Nortel IP Softphone Call Center User Guide

Supervisor features

Transitioning to Night Service

To transition into Night Service, do the following:

1. Click Night.

2. Click the 8 key (T for Transition) to activate Transition mode.

Note: The Night Service indicator flashes. All calls in the queue

remain in the queue and new calls receive night service.

Deactivating Night Service

To deactivate Night Service, do the following:

1. Click Night.

2. Click the 3 key (D for Day) to resume Day mode.

Note: The Night Service indicator flashes, and new calls enter the

queue.

Using Observe

Use the Observe feature to monitor an agent in a call.

To activate the Observe feature, do the following:

1. Click Observe.

2. Do one of the following:

— Click a selected Agent key.

— Dial the agent’s Position ID.

— To talk to the agent you are monitoring, click Call Agent.

3. To terminate the observation, click Observe.