Avaya BCM 2.0 Call Center Agent User Guide

Enterprise Edge 2.0 Call Center
Agent User Guide

1-800-4 NORTEL
www.nortelnetworks.com

© 2000 Nortel Networks
P0911642 Issue 02

Enterprise Edge 2.0 Call Center Agent User Gu id e

Enterprise Edge 2.0 Call Center is an automatic call distribution (ACD) system
designed to assist you in handling incoming calls. Enterprise Edge 2.0 Call Center
answers incoming calls and routes the calls to agents. If there are no agents available,
the calls are placed in a call center queue and receive periodic announcements while
waiting for an agent to become available.
This guide describes the features and how to use them as a call center agent and a
supervisor agent.

Feature Codes

Log in as an agent

Use Feature Codes to access Enterprise Edge 2.0 Call Center features. This guide
shows the default Feature Codes. Enterprise Edge 2.0 Call Center can also use
Custom Feature Codes. If the Feature Codes shown do not access the feature, check
with your System Administrator to see if your system uses Custom Feature Codes.
The table below shows the default Feature Codes. It also provides space to record the
Custom Feature Codes. Custom Feature Codes are only required if the default
Feature Codes are already in use. The Custom codes are assigned automatically by
Enterprise Edge.

Feature Default feature codes Custom codes

Open mailbox

Login/Logout

Make Busy

Queue status

ƒ·°⁄ ƒ·

ƒ·‚› ƒ·

ƒ·‚° ƒ·

ƒ·‚· ƒ·

___ ___
___ ___
___ ___
___ ___

Log in as an agent so that calls can be routed to you. You will not be able to log in if the
maximum number of agents is already logged in, if you are logged in to a different
telephone, or if someone else is logged in to your telephone. You can log in only to the
queues to which you are assigned. Do not use Call Park while on a call. Instead, press

ƒ‡‚

(or

TRANSFER

on two-line display telephones) to send the call to

another agent or to a queue. You can also let the call ring until the time has expired.

Using a two-line display telephone

To log in as an agent using a two-line display telephone:

1. Press

ƒ·‚›

.

2. Enter your Agent ID number and press OK.
This is a number from 1 to 100 that is given to you by your System Administrator.

3. Enter your password and press

OK

.
The default password you enter to log in for the first time, or after your password has
been reset, is 0000. When you use the default password, Enterprise Edge 2.0 Call
Center prompts you to change your password.

4. Press IN to log in to one or all queues.
does not appear, you are already logged in to all the queues, or there

: If

IN

Note

are no queues available.

P0911642 Issue 02