Call Center Supervisor Guide 5
Call Center Supervisor Guide
Log on/Monitor calls ≤·‚›
Use ≤
áâÝ
to log on to Call Center and the skillsets you are assigned to, and to monitor calls. You
can program a memory button with the Log on Feature Code. If the memory button you choose has an
indicator, the indicator shows your log on status.
• If the indicator is off, you are not logged on.
• If the indicator is on, you are logged on.
For information about how to program a memory button, refer to “Programming a memory button” on
page 8.
Using a headset
Use a headset rather than handsfree when you monitor a call. This ensures call privacy and reduces the
office noise level. The headset must be plugged into the headset port on the bottom of the telephone. If you
pick up the handset when the headset is plugged in, the handset does not work. Check with your Call
Center Administrator to make sure you can use a headset with your telephone.
Monitoring tips
• More than one supervisor can log on to the same skillset.
• An agent can be monitored by only one supervisor at a time.
• Agents hear ringing when a supervisor begins to monitor the call.
• While you monitor a call, the intercom indicator on your telephone flashes. This is normal and indicates
the telephone is muted.
• When you press the intercom button, mute will toggle with unmute.
• To participate in a call, unmute the call by switching from handsfree to the handset.
• While you are on a call, do not initiate a monitoring session.
Notes: You cannot monitor an agent who is on a conference call.
Multimedia Call Center Calls that do not have a PSTN component do not appear in Call
Center Reporting.
If a Multimedia Call Center agent logs on to their set but does not log onto their
computer, the agent appears as logged on to the Call Center, but does not receive any
calls. To check whether agents are taking calls, you can create a report in Call Center
Reporting.
