Nortel 1000 User Manual

Also see for 1000 Con?guration guide: Brochure Reference Overview User guide User guide

Supervisor features37ObserveUse the Observe feature to monitor an agent in a call.Display QueueUse the Display Queue feature to access the status of calls in anACD queue. The information displayed includes the following:• number of calls waiting in the queue• number of agent positions occupied for the queue2. Press the 3 key (3 = D for Day) toresume Day mode.The Night Service soft key colorchanges and remains altered. New callsenter the queue.1. Tap the Observe soft key.2. Choose one of the following:— Tap a selected Agent soft key.— Dial the agent’s Position ID.3. Tap the Call Agent soft key to talk to theagent being monitored.4. Tap the Observe soft key to terminatethe observation.