Nortel Proprietary
Position ID Observation
To observe by position ID, follow the procedure below (see Figure 37).
1. Log into the TUI using the observer user ID/ password combination.
2. Press ‘2’ to observe by position ID.
Note: The observer’s account must have position IDs entered into it by
the administrator for the Position ID Observation option to be
available from the TUI.
3. The observer is then presented with the following options:
a. Press ‘1’ to enter a Position ID. The observer is then prompted to
enter the Position ID they wish to observe. If they have permission
to observe this position ID, then observation shall start immediately
(see Figure 38)
b. Press ‘2’ to observe the first active position ID. Pressing this key
will result in observation commencing on the first (numerically)
active position ID configured for the observer. If no agent, in the
observer’s list of position IDs is active, the observer is notified that
no active position is currently present (see Figure 38)
4. When completed, the observer presses ‘*’ to return to the main menu or
hangs up.
Skillset Observation
To observe by skillset, follow the procedure below (see Figure 39).
1. Log into the TUI using the observer user ID/ password combination.
2. Press ‘3’ to observe by skillset.
Note: The observer’s account must have skillset IDs entered into it by
the administrator for the Skillset Observation option to be available
from the TUI.
3. The observer is then presented with the following options:
a. Press ‘1’ to enter a skillset ID. The observer is then prompted to
enter the skillset ID they wish to observe. If they have permission to
observe this skillset ID, then observation shall start on the next call
to arrive for that skillset (see Figure 40).
b. Press ‘2’ to choose from the list of skillset IDs they have permission
to observe. They are presented with the first skillset ID in the list
followed by the following options:
i. Press ‘2’ to Select the Current Skillset ID. If chosen,
observation will start on the next call to arrive for that
skillset (see Figure 40).
Planning, Installation and Administration Guide
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