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21
ACD Supervisor features: Agent keys Answer Agent
ACD Supervisor features
You can assign any feature listed in the Agent features chapter to the supervisor's
telephone (except Supervisor), as well as the features described in this chapter.
Agent keys
Agent keys allow you to call agents by pressing
∫
Call Agent
, then
∫
Agent
and monitor the status of each position, by watching the LCD indicators. Each
Agent key is linked to a particular agent position.
The following table shows what the Agent key indicators mean.
Answer Agent
When your phone rings and the
Answer Agent indicator flashes:
∫
Ans Agent
— Press
Answer Agent
. Your position goes
into
NOT READY
state and you are
connected to the agent.
To disconnect an agent call:
®
— Press
Release
.
Indicator Agent Status
Off No agent logged in at this position.
On Busy on an ACD call.
Slow Flashing Waiting for an ACD call.
Fast Flashing Busy on a non-ACD call.