Avaya Communication Manager Contact Center, Руководство пользователя

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Distributing and handling calls
Issue 1.0 May 2003 45
Telephone button definitions
The following telephone buttons are available only to the split supervisor’s extension:
NIGHT
SERVICE
The split supervisor presses this button to send all calls to night service. The
Night Service may be Trunk Group Night Service or Split Night Service. Also, a
separate button for each type of night service may be available.
RECORD
ANNCT
The supervisor presses this button to either listen to or to record an
announcement for the split.
SERVICE
OBSERVE
The supervisor presses this button and dials an agent extension number to listen
to conversations on the telephone. The Service Observe feature permits the
supervisor to check an agent’s call- handling technique. An agent’s telephone
may also be assigned the SERVICE OBSERVE button so that the agent can
listen to another agent’s conversations. This capability is especially useful for
agent training. Service observing can be set up for listening only or for both
listening and talking.
For communication servers with EAS, a logical agent ID, which is associated with
an agent, not the telephone the agent is currently using, can be service observed.
For communication servers with Call Vectoring, VDNs can be service observed.
Feature Access Codes which allow service observing from an external location or
from a telephone that does not have feature buttons can be assigned through
communication server administration.
VU STATS
Split supervisors and agents with display telephones press this button to display
agent, split/skill, VDN, or trunk group data similar to that reported by CMS.