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36 NN44400-114 Contact Center Agent Desktop 2 December 2010
1 On the Agent Desktop Action bar menu toolbar, click the DTMF option.
2 Enter the numbers on the keypad that appears.
--End--
Using the Emergency key
Use the Emergency key if you require immediate assistance from your
supervisor while handling a call. For example, if you talk to a customer who
suddenly threatens you, you may want to add your supervisor to the call
immediately. The caller is not placed on hold when the supervisor is conferenced
in an emergency.
Attention: Emergency key is not supported in SIP-enabled contact centers.
Procedure steps
Step Action
1 On the Agent Desktop Top bar menu, click Emergency.
Your supervisor is added to the call immediately and conferenced in with both
you and the customer.
--End--
Observing a call
Observe a call when a supervisor or agent-supervisor wants to listen in on a call.
In a SIP-enabled contact center, both the observe and barge-in functions can be
used to listen in on a call. When using the observe function, the supervisor or
agent-supervisor can listen to a call without being heard. When using the
barge-in function, the supervisor or agent-supervisor can participate in a call
between the agent and the customer.
The agent or customer on the call cannot hear the supervisor join or leave the
call. The supervisor or agent-supervisor actions do not affect the original call or
the normal connect and disconnect actions of the agent and customer
conversation.
An agent-supervisor can handle calls and be a supervisor to other agents. Only
one supervisor at a time can observe a call, and the supervisor can observe only
one call at a time.