Avaya NN44400-114 Manuel D’Utilisation

On the Agent Desktop Action bar menu toolbar, click the DTMF option.

Enter the numbers on the keypad that appears.

Use the Emergency key if you require immediate assistance from your 
supervisor while handling a call. For example, if you talk to a customer who 
suddenly threatens you, you may want to add your supervisor to the call 
immediately. The caller is not placed on hold when the supervisor is conferenced 
in an emergency.

Attention:  Emergency key is not supported in SIP-enabled contact centers.

On the Agent Desktop Top bar menu, click Emergency.

Observe a call when a supervisor or agent-supervisor wants to listen in on a call. 
In a SIP-enabled contact center, both the observe and barge-in functions can be 
used to listen in on a call. When using the observe function, the supervisor or 
agent-supervisor can listen to a call without being heard. When using the 
barge-in function, the supervisor or agent-supervisor can participate in a call 
between the agent and the customer. 

The agent or customer on the call cannot hear the supervisor join or leave the 
call. The supervisor or agent-supervisor actions do not affect the original call or 
the normal connect and disconnect actions of the agent and customer 
conversation. 

An agent-supervisor can handle calls and be a supervisor to other agents. Only 
one supervisor at a time can observe a call, and the supervisor can observe only 
one call at a time.