Clearspan® Product Overview R19
Aastra – 2740-007
2014 Clearspan® is a Registered Trademark of Aastra Technologies Ltd.
Page 65 of 93
Figure 37. Clearspan Call Center Supervisor Thin Client Main Window.
The Logo Pane, Global Message Area, and Contacts Pane
will be similar in layout and function
between the Supervisor and Agent user type. However, in the Contacts Pane, Supervisor users
will be provided with a list of the Agents that they are monitoring and their current activity status as
follows:
Figure 38.
Supervisor’s Contacts Pane – Agents Panel.
In addition to the Agent tasks that they can perform, Call Center Supervisor users can also perform
the following tasks:
Retrieve a Call
– Retrieve calls from the queue and answer the calls themselves. This
effectively transfers the call out of the queue to the Supervisor.
Transfer a Call
– Transfer calls from one Call Center queue to another. This type of
activity would be useful in scenarios in which a supervisor notices a particular call center is
swamped with calls and calls coming into the queue are not serviced effectively. The
supervisor has the ability to transfer those calls from the busy call center to another call
center or any other destination to ensure that the calls are serviced in an effective manner.
Promote a Call
– Promote a lower priority call to a higher priority. For example, the
supervisor may recognize a caller within the number and may promote the call to a higher
priority to ensure the call is answered more quickly.
