ACD Supervisor - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

Tammie · 03-14-2005, 09:50 AM

I want to set up a supervisor phone for an ACD Que. After reading my Software Feauture Guide I am told to read NTP 553-2671-110 which I do not have access to. Can someone either send me the NTP or show me an example of a supv setup. I want (at least) Observe and disp que information.

Thanks.

***John_In_Dakota*** · 03-14-2005, 01:53 PM

Tammie,
For a Sup phone all you need to do is assign SPV in CLS. You have to have the CLS setup before you can assign an OBV button.
Post back if you need more info.

Tammie · 03-14-2005, 03:43 PM

That works, thanks! Is there anything else a Supervisor can see or do that we may want to use?

***John_In_Dakota*** · 03-14-2005, 04:41 PM

If you want to be able to monitor or observe a supervisor set the sup phone to AOS in CLS. Normally you cannot observe another sup, put with AOS you can.

Jimbobebob · 03-17-2005, 09:08 PM

In a related note, my customer wants to be able to observe an agent (so I gave him SPV for CLS) but does not want to have an In-Calls key on Key 0...which doesn't seem to be possible if you want the OBV key.

So then his question is, with In-Calls on Key 0, and his DN on Key 1, how can he get the calls that come to his phone to show their info (internal name or external callerID) to show to Key 1 BEFORE he picks up the line- currently it only shows AFTER he's already answered..and he being a big-wig, wants to screen his calls before answering.

Any help?

Jimbobebob · 03-17-2005, 09:16 PM

Oh yeah, almost forgot to ask... if he DOES have to have an In-Calls key on his phone, but DOESN'T have to log in to OBV agents, AND he can OBV any agent in the system, what's to stop any Joe from walking up to this guy's phone while he's not there and listening in to agent conversations (assuming, of course that we've got the RAO set to YES, to keep him from OBV'ing personal DN calls of that agent while they're logged out)?? Is there any way to restrict (password, etc) a SPV from OBV'ing agents?

**Chas2002** · 03-17-2005, 10:03 PM

Jim-

Q1: Not sure why (I've never researched it completely) but if you add TDD to the CLS of that supervisors set, the display will update with the Caller ID on incoming calls, regardless of what line he/she is on.

Q2: Not sure about this one - take a look at Electronic Lock, but I think that only applies to out dials. I'm sure there is a way to lock that set when the sup is out, but then again I just did a quick search on my MERL and nothing came up.

Edited: I just checked out electronic lock and it is for 'Network" access. I also did a search for Supervisor, Supervisor Lock out, and everything else related to 'Lock' and did not come up with anything.

I suspect Nortel assumes if there are agents - then there must be a supervisor.

Chas2002

Jimbobebob · 03-17-2005, 11:32 PM

Chas,
Thanks for the reply, I'll try TDD tomorrow

Jim

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