Supervisors can call agents using the position ID of the agent phone as the destination number. Supervisors do not use the agent identity to call the agent.
The supervisor can enter the position ID using the Agent key or by dialing the position ID manually. The following table describes both methods:
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Method
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Description
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Using the Agent key
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The system administrator can program the Agent key on the supervisor station to specify an agent position ID. When the supervisor presses the programmed Agent key, the station automatically dials the extension of respective agent. The number of agents the supervisor can call using this method is limited to the number of keys available for this function. For example, if a 1140 phone is equipped with an 18-key expansion module, a user can assign up to 18 agents to the Agent key.
The LED or icon for an Agent key indicate the status of the agent. The meaning of the LED or icon mode depends on the type of features implemented on the supervisor station.
If the supervisor station operates with the basic features, the LED or icon for an Agent key have the following indication:
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Dark: the agent is logged out.
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Flashing slowly: the agent is waiting for a call.
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Lit: the agent is on an Automatic Call Distribution (ACD) call or in the Not Ready state.
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Flashing fast: the agent is on a non-ACD call.
If the supervisor station operates with the advanced features, the LED or icon for an Agent key support Separate Post-Call Processing option and have the following indication:
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Dark: the agent is logged out.
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Flashing slowly: the agent is waiting for a call.
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Lit: the agent is on an ACD call.
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Flashing fast: the agent is on a non-ACD call, or the agent is in the Not Ready state.
The functionality of the Agent key is limited to calling or monitoring agents.
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Dialing the position ID manually
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Dialing the position ID manually is the only way the supervisor can call an agent for whom Agent key is not programmed.
Also, the supervisor must manually dial the position ID when calling an agent using the Call Agent key.
The supervisor can initiate the call to an agent using the Call Agent key, which acts as a line appearance and places the agent station in the Not Ready state. When the supervisor presses the Call Agent key, the icon or LED for the key lights. Then the supervisor manually enters the agent position ID or presses the pre-programmed Agent key. The respective agent receives the call.
The supervisor can route the call to another agent by pressing the Agent key with the pre-programmed position ID or by pressing the Agent key without the position ID and manually entering the position ID.
To end the call, the supervisor presses the Release key, and the Call Agents LED or icon goes dark.
The supervisor can call several agents sequentially without pressing the Call Agent key for every call. This functionality requires an Agent key without an assigned agent identity. The supervisor presses the Agent key without an assigned agent identity and then manually dials the position ID. When the supervisor presses the Agent key, the station ends the prior call and initiates a new call.
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