Nortel Networks 1165E Manuale Utente

Observing a call

Use the 

 feature to monitor an agent in a call. 

Note: Use this feature to listen to a conversation between an Agent 
and a Customer, or to create a three-party conference with the 
Supervisor, Agent and Customer.

To observe a call:.

1.

Press the 

 key.

or

2.

Choose one of the following:

— Press a selected 

 key. 

— Dial the agent’s Position ID. 

3.

Choose one of the following:

— Press  the 

 key creating a 

three party call, so that you can 
break in to the call, and speak to 
both the caller and the agent.

— Press the 

 key to talk to 

the agent you are monitoring.

— Proceed to step 4.

4.

Press the 

 key to terminate the 

observation.

Observe

Agentkey

RAG

CallAgt

Observe