You can configure your system to have backup telephones for the attendant. With the Attendant Backup feature, designated users can answer calls that the attendant cannot immediately answer. These designated users can also provide some of the services that the attendant usually provides.

Designated users can access some attendant console features from the backup telephones when the:

• Queue of received calls reaches one of the following administered warning levels:

  • Number of calls in the queue

  • Time that a particular call has been in the queue

• Attendant console is in Night Service

A user with console permissions can:

• Activate Automatic Wakeup for another extension

• Activate and deactivate controlled restrictions for another extension, or a group of extensions

• Activate and deactivate Do Not Disturb for another extension, or a group of extensions

• Activate Call Forwarding for another extension

• Add and remove agent skills

• Record integrated announcements

To assign the Attendant Backup capabilities, you use Console Permissions field on the Class of Service screen.