Avaya BCM Call Center Agent User Guide

Enterprise Edge Call Center
Agent User Guide

1-800-4 NORTEL
www.nortelnetworks.com

© 1999 Nortel Networks
P0908539 Issue 01

Enterprise Edge Call Center Agent User Card

Enterprise Edge Call Center is an automatic call distribution (ACD) system designed
to assist you in handling incoming calls. Enterprise Edge Call Center answers
incoming calls and routes the calls to agents. If there are no agents available, the calls
are placed in an ACD queue and receive periodic announcements while waiting for an
agent to become available.
This card describes the features that are used by an ACD agent.

Feature Codes

Logging on

You use Feature Codes to access Enterprise Edge Call Center features. This card
shows the default Feature Codes. Enterprise Edge 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

Log on/off

Make Busy

Queue status

ƒ·°⁄ ƒ·

ƒ·‚› ƒ·

ƒ·‚° ƒ·

ƒ·‚· ƒ·

___ ___
___ ___
___ ___
___ ___

You must log on as an agent before calls are routed to you.

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 20 that is given to you by your System Administrator.

3. Enter your password and press OK.
The default password you enter to log on for the first time, or after your password
has been reset, is 0000. When you use the default password, Enterprise Edge Call
Center forces you to change your password.

Note

.

IN

does not appear, you are already logged on to all the ACD queues or

: If

IN

4. Press
there are no ACD queues available.

5. Press

until the ACD queue you want to log on to (All, 1 or 2) appears on the

CHNG

display.

: If there is only one ACD queue available to log on to, you are automatically

Note

logged on to that ACD queue.

6. Press OK.

7. Press ®.

P0908539 Issue 01