The following procedures explain how to test an advanced supervisor feature on Agent sets after the system has been installed. Follow the steps here to ensure your features work properly. If any problems occur, contact your technical support personnel.
Procedure 14
Using the Observe agent key
Step Action Response
1 Press the Not Ready key.
2 Press the Observe agent key.
3 Press an Agent key associated with the lit lamp (indicating the agent is involved with an ACD call).
4 Press the Call agent key enter the conversation between the Agent and calling party.
To leave the observation mode, press the Observe agent (or Not Ready) key.
The Not Ready lights steadily. The associated lamp lights steadily. The conversation between the selected Agent and calling patty is heard. The digit display shows the POS-ID of the selected a g e n t .
The Call agent lamp lights steadily. A t h r e e - w a y c o n v e r s a t i o n b e t w e e n supervisor, agent, and calling party is established.
Conversation between the agent and calling party can no longer be heard. The Observe agent (or Not Ready) lamp goes dark.
Note: The supervisor can monitor selected agents, one at a time, by pressing different Agent keys.
Procedure 15
Using the Call agent key
Step Action Response
Press the Not Ready key. The Not Ready lights steadily. 2 Press the Call agent key. The associated lamp lights steadily. 3 Press the Agent key associated with the The digit display shows the POS-ID of the
agent to be called. selected agent; tone is heard. When the called agent answers, a way conversation is established.
4 To end the call, press the Call agent (or Conversation is ended, and the Call agent Not Ready) key. (or Not Ready) lamp goes dark.
Note: The supervisor can call selected agents, one at a time, by pressing different agent keys.
Procedure 16
Using the Answer agent key Step Action
An ACD Agent has pressed the Call Supervisor key.
Response
The associated supervisor set hears ringing, and the Answer agent lamp f l a s h e s .
2 Press the Answer agent key. Ringing stops, and the Answer agent lamp goes dark, A two-way conversation between the calling agent and supervisor is established.
3 To end the call, press the RLS key. The associated lamp goes dark
Procedure 17
Using the Answer Emergency key
Step Action Response
1 An agent has received a call, and pressed T h e a s s o c i a t e d s u p e r v i s o r s e t h e a r s the Emergency key. continuous ringing. The Answer
E m e r g e n c y l a m p f l a s h e s . 2 Press the Answer Emergency key. If Continuous tone ringing stops, and
engaged with a call, press Hold key first. Answer Emergency lamp lights steadily. A t h r e e - w a y c o n v e r s a t i o n b e t w e e n supervisor, agent, and calling party is established. Digit display shows POS-ID of involved agent.
3 To end the call, press the RLS key. Call ended, and the Answer Emergency lamp goes dark.
Note Once released from an emergency call, the supervisor cannot return to it. However, the emergency c a l l c a n b e p l a c e d o n h o l d b y p r e s s i n g t h e H o l d k e y .
Note 2: O n c e t h e s u p e r v i s o r h a s r e l e a s e d f r o m t h e e m e r g e n c y c a l l , t h e a g e n t c a n n o t r e - i n i t i a t e e m e r g e n c y status for the same call.
Note 3: A “Listen-only” connection to the emergency call can be established by unplugging the headset/ handset before pressing the Answer Emergency key.
Procedure 18
Using the Interflow key
Step Action Response
1 Call the inter-flow destination to ensure it is ready and able to accept additional calls.
2 Press the appropriate Inter-flow key. The associated lamp flashes. 3 Press the Inter-flow key again, to disable The associated lamp goes dark.
the inter-flow feature.
Use the Display Queue key/lamp to determine when interflow is be used, and for which ACD DN. 2: With interflow enabled, calls are only forwarded to the interflow destination when the number of waiting in t h e A C D D N queue e x c e e d s t h e o v e r f l o w t h r e s h o l d a n d n o o t h e r t a r g e t q u e u e i s s p e c i f i e d o r a v a i l a b l e t h r o u g h a u t o m a t i c o v e r f l o w .
Procedure 19
Observing an ACD Agent
Step Action Response
1 Press the Not Ready key. The Not Ready lamp lights steadily. 2 Press the Observe agent key. The Observe agent lamp lights steadily. 3 Dial the Position-ID (POS-ID) of the agent The conversation between the selected to be observed. agent and calling/called party is heard.
The digit display shows the POS-ID of the a g e n t .
If the agent is already being observed by another supervisor, busy tone is heard. If the dialed POS-ID is invalid or the set is not an ACD set, overflow tone is heard. 4 To enter the conversation between the The Observe agent lamp flashes. A
agent and caller(s), press the Call agent conference between supervisor, agent,
key. and caller is established.
5 Press the Observe agent key to exit the The conference is ends. Observe agent
observation mode. lamp goes dark.
6 Press the Not Ready key to resume The Not Ready lamp goes dark. The set normal ACD operation. can now receive ACD calls.
Procedure 20
Observing an ACD Supervisor
Step Action Response
,
1 Press the Not Ready key. The lamp lights steadily. 2 Press the Observe agent key. The Observe agent lamp lights steadily. 3 Dial the POS-ID of the supervisor to be The conversation between the selected
observed. supervisor and calling/called party is heard. The digit display shows the ID of the supervisor.
Busy tone is heard f the selected
supervisor is another agent or s u p e r v i s o r .
If the POS-ID is invalid or if the set is not an ACD set overflow tone is heard If the set attempting to observe a supervisor is not assigned an Allow
Of Of
service, overflow tone is heard. 4 Press the Call agent key to enter the The agent lamp flashes. A
conversation between the supervisor and conference between observing connected party. supervisor, observed supervisor and
connected party is established. 5 Press the agent key. The conference is ends. Observe agent
lamp goes dark.
8 Press the Not Ready key o resume The Not Ready lamp goes dark. The set normal ACD operation. can now receive ACD calls.
. . .
Procedure 21
Calling an ACD Agent
Step Action Response
1 Press the Not Ready key. The Not Ready lamp lights steadily. 2 Press the Call agent key. The associated lamp lights steadily.
3 Dial the POS-ID of the agent to be called. If agent is idle, the agent’s set rings, and the Supervisor lamp flashes.
If the agent is conversing with another supervisor by the Supervisor key, busy tone is heard.
If the agent is conversing on a key other than the In Calls or Supervisor key, the agent hears buzz.
4 Agent presses Supervisor key to answer The Supervisor lamp at the agent’s set
the call. lights steadily. Conversation between
agent and supervisor is established. 5 Press the Call agent (or RLS) key to Conversation is ends. Call agent lamp
terminate the call. goes dark.