Alcatel-Lucent OmniPCX Enterprise IP Touch 4068 User Manual

ACD : Agent set/Supervisor station
33
8
8.5
Supervisor station
The supervisor is an agent who has been assigned additional rights. In particular, he can assist the agents, supervise agent activity,
intrude or listen-in discretely on a call.
8.6
Open a supervisor session (LogOn)
8.7
Processing group- Supervisor entry/withdrawal
A supervisor can also perform the agent function from the same set.
enter the identifier
number
enter your personal
password
Alcatel-Lucent IP Touch 4038/
4068 & 4039 Digital Phone sets
menu
10:30
LogOn
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Perso
Perso
CC
1300
Entry Queue info
LogOff Private info
Welcome guide ACR manage.
select the
processing group
from a list
select the processing
group from a list
Entry
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OR
8.8
Supervision or acceptance of an assistance request
The supervisor has access to the supervision functions either by accepting an assistance request from an agent or by pressing the
'Help' function key in the 'Perso' page.
8.9
Close a supervisor session
Alcatel-Lucent IP Touch 4038/
4068 & 4039 Digital Phone sets
by pressing this key, the supervisor starts a discrete listen-in procedure. The supervisor
can then listen in on the conversation between an agent and his correspondent, but
cannot participate in the conversation.
this key allows the supervisor to intrude in a communication.
This intrusion is signalled to the agent and his correspondent by an audible beep and the
supervisor can cut-in on the conversation at any time.
If the agent on-hooks or if the supervisor presses the 'Help' key, only the supervisor and
the correspondent will be in communication.
The agent is in communication with a correspondent. This function allows the supervisor
to talk just with the agent without the correspondent being informed of this intrusion
(restrictive).
the supervisor can view on his display the dynamic states (out of service, ACD calls,
private calls, Wrap-up, pause, etc.) and static states (withdrawn, available, Log-Off, etc.)
of an agent in real-time.
Pressing this key results in the rejection of an agent assistance request.
Perso
ACD Listening
Agent number :
Listen Intrusion
Restrictive Permanent
Cancel
Listen
Intrusion
Restrictive
Permanent
Cancel
the session is
closed
enter your personal
password
LogOff
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Apply

Alcatel-Lucent OmniPCX Enterprise IP Touch 4068 Specifications

General

Brand	Alcatel-Lucent
Model	OmniPCX Enterprise IP Touch 4068
Category	Telephone
Language	English