With the Call Center Client, agents can monitor the phone state of up to 50 selected supervisors. This is useful when you are escalating a call and want to find a supervisor who is available to take a call quickly.
You use the Supervisors panel in the Contacts pane to select and view monitored supervisors. Supervisors who are not monitored have their state set to Unknown.
Select Supervisors to Monitor
The list of selected supervisors is part of your workspace, so it’s saved when you sign out and restored on subsequent logins.
To select the supervisors to monitor:
- In the Supervisors panel, click Edit
. The Supervisor Favorites dialog box appears. - Check the box next to each supervisor to monitor and click Save.
Supervisor Phone States
This table lists the possible phone states for a supervisor’s phone line:
| Icon | Phone State | Description |
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Idle | Supervisor is not on a call (phone is on-hook). |
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Busy | Supervisor is on a call (phone is off-hook). |
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Ringing | A call is being delivered to the supervisor (phone is in alerting state). |
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Do Not Disturb | Supervisor has enabled the Do Not Disturb service. |
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Private | Supervisor has enabled phone state privacy.NOTE: This terminates monitoring of the supervisor’s phone state for the current session. To monitor their phone state again, you must sign out and then sign in after the supervisor has disabled privacy. |
 |
Call Forwarding Always | Supervisor has enabled the Call Forwarding Always service. |
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Unknown | Supervisor is currently not monitored. |