Nortel Networks P0605665 03 User Manual
Chapter 14 Monitoring Call Center call activity 191
Nortel Networks Call Center Set Up and Operation Guide
Configuring Supervisor Help
To set up Supervisor Help you must configure the general Call Center properties for request
timeout and supervisor selection method.
timeout and supervisor selection method.
How to handle Supervisor help requests
Supervisors can program the Supervise feature (F906) onto a memory button of their telephone.
For information about
Refer to
Programing Supervisor Help
Supervisor Help settings
1
Launch Supervisor Help by pressing ≤·‚fl or the F906
memory button on your telephone.
memory button on your telephone.
2
The display shows the ID of the agent who is requesting help.
Press YES to accept the agent request for help
or
press NO to escalate the request
or
press INFO to view the agent name, time and date of the request,
caller ID and caller name of the agent’s call.
caller ID and caller name of the agent’s call.
3
The display shows the agent name.
While you monitor the agent, you can press the INFO key to view
the time and date of the request, caller ID and caller name of the
agent’s call.
the time and date of the request, caller ID and caller name of the
agent’s call.
You can press the JOIN softkey or the MUTE button on your
telephone to join in the call.
telephone to join in the call.
NOTE: Depending on what system you use, the Join and Mute
softkeys may not appear.
softkeys may not appear.
4
When the help session is complete, press ® to end the session.
Help aa?
INFO
YES
NO
Help aa:
INFO
JOIN