ACD : Poste agent/Poste superviseur
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8
8.5
Poste superviseur
The supervisor is an agent who has been assigned additional rights. In particular, he can assist the agents, supervise agent activity,
intrude or listen-in discretely on a call.
8.6
Open a supervisor session (LogOn)
8.7
Processing group- Supervisor entry/withdrawal
A supervisor can also perform the agent function from the same set.
enter the identifier
number
Enter your personal
code
Alcatel-Lucent IP Touch 4038/
4068 & 4039 Digital Phone
LogOn
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CC
1300
Entry
Queue info
LogOff
Private info
Welcome guide
ACR mgmt.
select the
processing group
from a list
select the processing
group from a list
Entry
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OR
8.8
Supervision or acceptance of an assistance request
The supervisor has access to the supervision functions either by accepting an assistance request from an agent or by pressing the
'Help' function key in the 'Perso' page.
8.9
Close a supervisor session
Alcatel-Lucent IP Touch 4038/
4068 & 4039 Digital Phone
By pressing this key, the supervisor starts a discrete listen-in procedure. The supervisor
can then listen in on the call between an agent and his party, but cannot participate in the
call.
This key allows the supervisor to intrude in a communication.
This intrusion is signalled to the agent and his party by an audible beep and the supervisor
can cut-in on the call at any time.
If the agent on-hooks or if the supervisor presses the 'Help' key, only the supervisor and
the party will be in communication.
The agent is in communication with a party. This function allows the supervisor to talk
just with the agent without the party being informed of this intrusion (restrictive).
The supervisor can view on his display the dynamic states (out of service, ACD calls,
private calls, Wrap-up, pause, etc.) and static states (withdrawn, available, Log-Off, etc.)
of an agent in real-time.
Pressing this key results in the rejection of an agent assistance request.
ACD Listening
Agent number:
Listen
Barge In
Restrictive
Permanent
Cancel
Listen
Barge In
Restrictive
Permanent
Cancel
the session is
closed
enter your personal
code
LogOff
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Apply
