P0911642 Issue 02
3
• To participate in the call, unmute the call by switching from handsfree to the handset.
• While on a call, do not initiate a monitoring session.
While you are in
ƒ·‚›:
• Do not start a non-preprogrammed feature session by pressing the
ƒ
button.
• Do not start any 900 series feature sessions other than
ƒ·‚°.
• Use only pre-programmed feature buttons.
To log in as a supervisor agent and monitor calls:
1. Press
ƒ·‚›
.
2. Enter your Agent ID number and press
OK
.
This is a number from 1 to 100 given to you by your System Administrator.
3. Enter your password and press
OK
.
The default password you enter to log in for the first time, or after your password has
been reset, is 0000. When you use the default password, Enterprise Edge 2.0 Call
Center forces you to change your password.
4. Press
OK
to accept supervisor agent status, or press
CHNG
to log in as an agent.
When you log in as a supervisor, calls can be routed to you and you can monitor and
join calls. When you log in as an agent, calls can be routed to you and you cannot
monitor calls.
5. Press
IN
to log in to one or more queues. You must be logged in to the queue that
you want to monitor. You can only monitor agents logged in to the same queue as
you.
Note
: If
IN
does not appear, you are already logged in to all the queues or there are
no queues available.
6. Press
CHNG
until the queue you want to log in to (All, or a number from 1 to 16)
appears on the display.
Note
: If there is only one queue available to log in to that you are assigned to, you
are automatically logged in to that queue.
7. Press
OK
.
8. Press
SUPER
to monitor an agent. Calls will no longer be routed to you.
9. Press
OK
to accept the queue shown or press
NEXT
or
PREV
to locate the queue you
want to monitor.
10. Enter the Agent ID of the agent you want to monitor or press
DI R
to locate the Agent
ID in the Agent directory.
11. Press
OK
.
Note
:
Supervised
appears briefly if the agent is already being monitored. You
cannot monitor the agent at this time.
12. Press
MON
to monitor an agent’s call. If
MON
does not appear, you cannot monitor the
agent at this time.
13. To join the conversation, press the Intercom button or pick up the handset.
Note
: If you do NOT want to be heard, do not press the Intercom button and do not
pick up the handset. These actions will unmute your telephone.
14. Press
CANCL
to end monitoring a call.
15. Press
®
.
(20 Seiten)
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