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NN44400-114 Contact Center Agent Desktop 2 December 2010 37
Telephony
Prerequisites
• Ensure that your contact center is SIP-enabled.
• Ensure that you log on to Agent Desktop.
• Ensure that you have either supervisor or agent-supervisor privileges.
Procedure steps
Step Action
1 On the Agent Desktop Top bar menu, click Observe.
In the Assigned Agents box, the green circle indicates the assigned agents that
are ready to receive calls, and the red circle indicates the assigned agents that
are not ready to receive calls.
2 In the Supervisor Control dialog box, under Current Agent Contacts, select
the call that you want to observe.
3 Click Observe.
A new call is presented on the Agent Desktop
of the supervisor. The new call
is not a Contact Center call, so the agent does not need to be ready. The call
connects the supervisor or agent-supervisor to the selected Agent call.
4 Accept the call ringing on your Agent Desktop.
--End--
Barging in on a call
Barge in on a call if you are observing a call that needs immediate supervisor
attention. 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.
Procedure steps
Step Action
1 In the Supervisor Control dialog box, click Barge-In.
--End--