Nortel Call Center Telephone, Administration Manual

Page: 162 / 191

162 Chapter 11 Monitoring call activity
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How to handle missed requests
When a supervisor’s Supervisor Help LCD indicator is flashing, the supervisor can retrieve
escalated or missed Supervisor Help requests.
If there are one or more requests, Call Center shows all of the requests. Escalated requests for calls
that are still active are shown first, from the oldest to most recent. After that, missed requests are
shown from the oldest to the most recent.
A supervisor can accept the call by pressing the
YES
softkey. After the supervisor accepts the
request, the request no longer appears to other supervisors who are retrieving help requests. Their
displays show the next escalated request, or the first missed request if there are no more escalated
requests, or “No help requests” if there are no more missed requests.
For a missed request, the prompt “xx:aname asked” appears, and the supervisor can retrieve
information about the call by pressing the
INFO
softkey, or can move to the next request by
pressing the
NEXT
softkey.
An example of retrieving an escalated request
The supervisor launches the Supervisor Help feature by pressing the Supervisor Help (F906)
feature key.
For a missed request, the prompt “aa asked help” appears”.
After a missed request is viewed by a supervisor, it is not shown to any other supervisor.
1 Launch the Supervisor Help feature by pressing
≤·‚fl
or
the F906 memory button on your telephone.
2 The display shows the ID and name of the agent requesting help.
Press
YES
to accept the help request
or
press
INFO
to see more information about the request
or
press
NO
to deny the request. This escalates the request, and the
display shows the next help request, if there is one.
3
When the help session is complete, press
®
to end the session.
Help xx?
INFO YES NO