Using the Supervisor key
The Supervisor key allows an agent to perform the following:
-
Make a call to a supervisor
-
Make a conference call with a supervisor using Automatic Call Distribution calls (ACD)
-
Transfer an ACD call to a supervisor
Each time an agent presses the Supervisor key, any active call is put on hold and the agent makes a call to the supervisor.
The following is the call flow when an agent presses the Supervisor key during a call:
-
The agent presses the idle Supervisor key.
-
The current call is placed on hold.
-
The supervisor gets an alert.
-
If the supervisor answers a call before getting an alert, the agent and supervisor have a consultative call.
The following is the call flow when an agent presses the Supervisor key when not on a call:
-
The agent presses the Supervisor key.
-
The supervisor gets an alert.
-
The supervisor answers the call.
An agent can resume the previous call in the following ways:
-
If an agent was on an ACD call and wants to resume it after talking to the supervisor, they must press the In-Calls key.
-
If an agent was on a call and wants to resume it after talking to the supervisor, they must press the Directory Number (DN) line key.
With this feature, an agent can add a supervisor to a conference call in the following way:
-
On a consultation call, the agent presses the Supervisor key.
-
A conference call with two-way media is established.
An agent can transfer a call to a supervisor after setting up a conference call with them, or transfer by conference, in the following way:
-
On a consultation call, the agent presses the Supervisor key.
-
A conference call with two-way media is established.
-
The agent presses the End Call key to leave the conference.
-
The call between the caller and supervisor continues.
