Call Center
Agent Guide
Part No. P0606203 01
2
Call Center Agent Guide
Copyright © 2003 Nortel Networks
All rights reserved. 2003.
The information in this document is subject to change without notice. The statements, configurations, technical data, and
recommendations in this document are believed to be accurate and reliable, but are presented without express or implied
warranty. Users must take full responsibility for their applications of any products specified in this document. The information in
this document is proprietary to Nortel Networks NA Inc.
Trademarks
NORTEL NETWORKS is a trademark of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.
P0606203 01
Call Center Agent Guide
This guide explains how agents use Call Center. The topics covered in this guide are:
About Call Center page 3
Logging on to Call Center page 4
Logging on to Multimedia Call Center page 5
What you should log on to page 5
Logging off Call Center page 6
Changing your agent password page 7
Using Feature Codes page 8
Programming a memory button page 11
Other Call Center features page 12
Important considerations about using features page 14
Skillset mailboxes page 15
3
About Call Center
Call Center is an application that handles incoming calls as efficiently and economically as possible. Call
Center answers calls, then routes the calls to agents in a skillset that most closely meets the needs of the
caller. If there are no agents available, the calls are placed in a skillset to wait for an appropriate agent.
Waiting callers receive periodic announcements and informative messages.
Other guides
For information about Refer to
using your telephone your telephone user card
using CallPilot • the
Call Center supervisors the
Multimedia Call Center Multimedia Call Center online Help
CallPilot Reference Guide
• the
CallPilot Quick Reference Card
telephone interface
Call Center Supervisor Guide
for your
Call Center Agent Guide
4 Call Center Agent Guide
Logging on to Call Center
Log on to Call Center so that calls can be routed to you. You cannot log on if the maximum number of
agents is logged on, if you are logged on to another telephone, or if someone else is logged on to your
telephone. You can log on only to skillsets that you are assigned to.
Logging on from a two line display telephone
1 Press
2 Enter your Agent ID and press
3 Enter your password and press
4 Press
5 Press
6 Press
7 If you are a Multimedia Call Center agent, the prompt
8 Press
≤·‚›
Your Call Center Administrator can tell you your Agent ID.
The first time you log on, or when you log on after your password has been reset, enter the default
password, 0000. If you enter the default password, you must create a new password.
IN
to log on to one or all skillsets. If IN does not appear, you are already logged on to all the
skillsets, or there are no skillsets available.
CHNG
until the skillset that you want to log on to appears on the display. If you log on to all of the
skillsets, you are logged on to all the skillsets that you are assigned to. If there is only one skillset
available to log on to, you are automatically logged on to that skillset.
OK
. You are logged on to the skillset number displayed, or all of the skillsets if
®
.
.
OK
or £.
OK
or£.
ALL
is displayed.
Also log in to PC
appears.
Logging on from a one line display telephone
When you log on from a one line display telephone you also log on to all skillsets you are assigned to.
1 Press
≤·‚›
.
£
£
.
.
appears on the display to show that you are logged on to all of
Logged out all
Also log in to PC
Logged into XX
appears, repeat steps 1 through 3 to
appears.
appears, where
2 Enter your Agent ID and press
Your Call Center Administrator can tell you your Agent ID.
3 Enter your password and press
The first time you log on, or when you log on after your password has been reset, enter the default
password, 0000. If you enter the default password, you must create a new password.
4 Your agent name and
the skillsets you are assigned to. If you belong to only one skillset,
XX is the number of the skillset you belong to. If
log on.
5 If you are a Multimedia Call Center agent, the prompt
Note: If you use a Companion 3060 telephone, there are no indicators, and the display does
not show that you are logged on or the skillsets that you are logged on to.
P0606203 01
Logged into all
Call Center Agent Guide 5
Logging on to Multimedia Call Center
If you are taking only voice calls
Log on to your telephone the same way you do as a Call Center agent, as described in “Logging on to Call
Center” on page 4.
If you are taking only browser calls
On your computer, click the Start button, point to Programs, point to Nortel Networks, point to
Multimedia Call Center and click Agent Notification. The Agent Notification page appears. Log on to
Multimedia Call Center.
For information about using Multimedia Call Center, click Help.
If you are taking voice and browser calls
Log on to your telephone the same way you do as a Call Center agent, as described in “Logging on to Call
Center” on page 4 and then log on to Multimedia Call Center on your computer.
What you should log on to
Ask your Call Center Supervisor whether you can receive only voice calls, only Multimedia Call Center
calls, or both voice and Multimedia Call Center calls.
This table shows what you should log on to, depending on what type of calls you can receive.
Can you have
browser only
Multimedia
Call Center
calls?
Type of calls
you can
receive
Voice
Multimedia
Call Center
Both
Are you logged
onto a
telephone?
No Not permitted No --
YES Not permitted YES --
No No - No No
No YES - No YES
YES No - No No
YES YES - YES YES
No No No No No
No YES No No No
YES No No No No
Are you logged
onto Multimedia
Call Center?
Can you have
voice calls?
Can you have
phone and
browser
Multimedia Call
Center calls?
YES YES YES YES YES
Call Center Agent Guide
6 Call Center Agent Guide
Logging off Call Center
When you are finished for the day or will be away from your telephone for an extended period, log off to
stop calls from being routed to your telephone.
Logging off from a two line display telephone
1 Press
2 Enter your Agent ID and press
3 Enter your password and press
4 Press
5 Press
6 Press
7 You are logged off from the skillset number displayed, or from all skillsets if
8 Press
≤·‚›
OUT
CHNG
only one skillset, that skillset is automatically selected.
OK
®
OUT
. If
until the skillset you want to log off from appears on the display. If you are logged on to
.
.
.
OK
or £.
OK
or £.
does not appear, you are not logged on to any skillsets.
ALL
is displayed.
Logging off from one line display telephone
When you log off from a one line display telephone you are also automatically logged off from all the
skillsets you are logged on to.
1 Press
2 Enter your Agent ID number and press
3 Enter your password and press
≤·‚›
on the display to show you are logged off from all skillsets
or
if you are logged onto one skillset,
on to.
.
£
.
£
. If you are logged on to multiple skillsets,
Logged out xx
appears, where xx is the skillset you were logged
Logged out all
appears
4 Press
P0606203 01
®
.
Note: If you use a Companion 3060 telephone, there are no indicators, and the display does
not show that you are logged on or the skillsets that you are logged on to.
Call Center Agent Guide 7
Changing your agent password
Your Agent ID and password give you access to the skillsets you are assigned to. Keep your password
confidential. Change your password on a regular basis, approximately every 30 days.
Changing your password from a two line display telephone
1 Press
2 Enter your Agent ID and press
3 Enter your password and press
4 Press
5 Enter a new password that is from four to eight digits long and press
6 Re-enter your new password and press
7 Press
≤·‚›
Your Call Center Administrator can tell you your Agent ID.
Admin
.
Your password cannot start with a zero.
®
.
.
OK
or £.
OK
or £.
OK
or £.
OK
or £.
Password changed
is briefly displayed.
Changing your password from a one line display telephone
1 Press
2 Enter your Agent ID and press
3 Enter your password and press
4 Press
5 Enter your new password and press
≤·‚›
Your Call Center Administrator can tell you your Agent ID.
Your log on status changes from Logged on to Logged off or Logged off to Logged on.
›
within the next five seconds.
Your password cannot start with a zero.
.
£
.
£
.
£
.
6 Re-enter your new password and press
7 Your original log on status appears.
Password changed
£
.
is briefly displayed.
Call Center Agent Guide
8 Call Center Agent Guide
Using Feature Codes
You use Feature Codes to access Call Center features. The default Feature Codes are shown below. Your
Call Center Administrator can program Custom Feature Codes that you use instead. If you use Custom
Feature Codes, you can record them in the space provided below.
Feature Default Feature Code Custom Feature Code
Open mailbox
Log on/Log off
Not Ready
Display Waiting Calls
Supervisor Help (may not
available on your system)
You can program these Call Center Feature Codes to memory buttons:
• Log on
• Display Waiting Calls
• Not Ready
• Supervisor Help ≤·‚
For how to program a Feature Code to a memory button refer to “Programming a memory button” on page
11.
≤·‚›
≤·‚·
≤·‚°
fl
Note: While you are using a feature, if you press the Feature
session ends. Do not press
≤·°⁄ ≤· ___ ___
≤·‚› ≤· ___ ___
≤·‚° ≤· ___ ___
≤·‚· ≤· ___ ___
≤·‚
≤
unless you want to end your current feature session.
fl
≤· ___ ___
≤
button your present feature
Log on
≤·‚›
Use
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 11.
P0606203 01
≤·‚›
to log on to Call Center and the skillsets you are assigned to. You can program a
Call Center Agent Guide 9
Display Waiting Calls
≤·‚·
Use Display Waiting Calls to view information about skillsets and the calls waiting in skillsets. The table
below describes the information in each display.
Display Description
Skill 1: Enabled shows the skillset number and the status of the skillset.
The status can be Enabled, Disabled or Uninit (uninitialized).
1: 6 agents shows the skillset number and how many agents are currently logged on to the skillset
1: 10 calls shows the skillset number and the number of calls waiting in the skillset
1: wait 9:45 shows the skillset number and the time of the call waiting longest in the skillset.
To Display Waiting Calls
1 Press
≤·‚·
The skillset display for skillset 1 appears.
On a one line display
telephone press
⁄⁄
¤¤
‹
fl
or
››
££
••
®®
.
On a two line display telephone
press
GOTO
or
SKILL
or
or
NEXT
PREV
‹
or fl or
To
enter the number of the skillset you want to
monitor
monitor the next enabled skillset
go to the next skillset
go to the previous menu
go to the next menu
cancel the session
exit
Using Display Waiting Calls with a memory button
Program a memory button with
you are logged on to. If the memory button you choose has an indicator, the indicator shows information
for the calls for the skillset that you are logged on to.
• If the indicator is off, all of the calls are within the acceptable wait time.
• If the indicator is flashing slowly, at least one call has exceeded the first alert time.
• If the indicator is flashing quickly, at least one call in the skillset has exceeded the second alert time.
The Call Center Administrator sets what the alert times are.
For information about how to program a memory button, refer to “Programming a memory button” on
page 11.
≤·‚·
to view the status of all skillsets, including the skillsets that
Call Center Agent Guide
10 Call Center Agent Guide
Not Ready
If you use Not Ready, you do not receive calls. Your Call Center Administrator can also program a Break
Time, which makes Call Center automatically wait a short time before it routes the next call to you. You
can use the Break Time to complete any paperwork required by the last call. If you need some extra time,
use Not Ready to prevent Call Center from routing another call to you. Do not use the Do Not Disturb
feature. You can use Not Ready while a call is ringing on your telephone. The call that is ringing on your
telephone goes back to the skillset. You can program a memory button with an indicator instead of
pressing
For how to program a memory button, refer to “Programming a memory button” on page 11.
≤·‚°
Note: While you use Not Ready, you still receive non-Call Center, intercom and transferred
calls.
≤·‚°
.
Using Not Ready
1 Press
≤·‚°
If you press
that the Call Center Administrator programmed for you. You must press
activate the Not Ready feature.
If you press
canceled it. Press
≤·‚°
≤·‚°
Make Not Ready
.
and
and
≤·‚°
appears on the display.
Break canceled
Agent active
again to activate Not Ready.
appears on the display, you canceled the Break Time
appears, the Not Ready feature was on and you
≤·‚°
again to
2 Cancel the Not Ready feature by pressing
Not ready
If
Not Ready is automatically enabled if you do not answer your telephone, if Not Ready is configured in
Call Center.
appears, press
≤·‚°
≤·‚°
again.
when you are ready to take calls again.
Programming Not Ready to a memory button
You can have convenient, one button access to Not Ready if you program a memory button with the Not
Ready Feature Code. If the memory button you choose has an indicator, the indicator shows your busy
status.
• If the indicator is off, Not Ready is off.
• If the indicator is on, Not Ready is on.
• If the indicator is flashing, the Break Time feature is on.
For how to program a memory button, refer to “Programming a memory button” on page 11.
P0606203 01
Call Center Agent Guide 11
Supervisor Help
With Supervisor Help an you can request help from a supervisor while you are on a call by pressing a
programmed feature button. You can send an urgent request for help without interrupting the call, and
without the caller being aware of your help request.
Note: Whether you can use Supervisor Help depends on the system your Call Center uses.
Ask your supervisor whether you can use Supervisor Help.
Supervisor Help is for situations where you are on a call and urgently require the help of a supervisor
without alerting the caller that a supervisor is being called in. It is not intended for routine consultations or
when you are not on a Call Center call. You must be logged on to Call Center and on a Call Center call to
use Supervisor Help.
To use Supervisor Help you must have a memory button programmed with the Supervisor Help feature
code (F906). The programmed key must have an LCD indicator. The memory button can have a distinct
bright colour so it can easily be distinguished from the other buttons. For how to program a memory button
refer to “Programming a memory button” on page 11.
≤·‚fl
Programming a memory button
You can program memory buttons for one-touch access to Call Center features. You can program memory
buttons for:
• Log on
• Supervisor Help
• Not Ready
• Display Waiting Calls
You cannot assign features to Line, Intercom, Answer or Handsfree/Mute buttons.
≤·‚›
≤·‚fl
≤·‚°
(If it is available for your system)
≤·‚·
Programming a feature to a memory button
1 Press
2 Press the memory button that you want to program.
3 Press
Use the paper labels that come with your telephone to identify the programmed button. To use the Feature
Code, press the labeled button.
≤•‹
≤
.
and enter the feature code.
Memory button indicators
Memory button indicators are triangular icons (ˆ) that appear beside some memory buttons. If you program
Call Center features on memory buttons with indicators, the indicators show additional information about
the feature.
Call Center Agent Guide
12 Call Center Agent Guide
Other Call Center features
Using Automatic Answer
If you have Automatic Answer enabled, you can use handsfree to answer calls. An audible tone tells you
that you have an incoming call. Ask your Call Center Administrator if you have Automatic Answer
enabled. Handsfree calls are convenient and time saving because you do not have to use the handset or
press buttons on your telephone. If you use Automatic Answer, be sure to activate the Not Ready feature
before you leave your desk so that callers are not routed to your telephone when you are away.
How Automatic Answer works depends on what type of telephones your call center uses:
• i2002 and i2004 IP telephones: If you connect the headset before you initialize the phone calls are
heard over the speaker. If you initialize the IP telephone before you plug in the headset, calls go to the
headset as long as you have initialized the headset by pressing the headset button and then the release
button. Calls always ring at the IP telephone. Every time you reconnect the headset you must initialize
the headset.
• Meridian and Norstar telephones: If you use a headset, calls ring at the telephone and the headset,
but calls go to the headset.
• Business Series Terminals: If you connect the headset before you connect the telephone cable to the
phone jack, calls goes to the handsfree speaker. If you plug in the telephone before you connect the
headset, calls go to the headset as long as you have initialized the headset by pressing the headset
button and then the release button. Calls always ring at the set. Every time you reconnect the headset
you must initialize the headset. Calls always ring at the set.
• T7316e: This type of telephone is safe to use for Automatic Answer.
Transferring calls
If you have a caller who needs to talk to another person or is routed to the wrong skillset, you can transfer
the call. Do not use the Call Park feature.
Transferring a call
1 Press
2 Enter the extension of the person or skillset.
3 Press
P0606203 01
≤‡‚
®,
or
TRANSFER
, or
JOIN
on a two line display telephone.
on a two line display telephone.
Call Center Agent Guide 13
Viewing call information
Your telephone display shows information about your current call. Information about Multimedia Call
Center calls is not displayed.
While the call is ringing, the display shows the skillset the call came from. If your call center is configured
to show the Caller ID first, the Caller ID is shown briefly followed by the Skillset name.
When you answer a call, the display shows the Caller ID of the caller.
While you are on a call, you can press the
• the telephone number the caller is calling from
• the caller name
• the line the call came in on
INFO
softkey to display:
Silent Monitor
Call Center Supervisors have the ability to silently monitor your calls, including personal calls.
If you make a call that you do not want to be monitored, first log off as an agent, then log on again when
you complete your call.
Call Center Agent Guide
14 Call Center Agent Guide
Important considerations about using features
Call Transfer
You can use Transfer to transfer a call to another agent, another person such as a subject matter expert, or
send the call back to a skillset.
• To send the call to a specific agent or another person, enter the Transfer Feature Code (
and enter the extension number. For more information on transferring a call, refer to “Transferring
calls” on page 12.
• To send the call to a skillset, enter the Transfer Feature Code (
skillset.
If you want to transfer a call to a mailbox, use
Multimedia Call Center agents do not receive Call Center voice calls, but other Call Center agents can
transfer voice calls to Multimedia Call Center agents.
≤·°fl.
≤‡‚)
and enter the CDN of a
≤‡‚)
Call Forward
Do not use Call Forward. If you use Call Forward you are automatically logged out or made busy,
depending on your agent settings. You can use Call Forward to the voicemail DN.
Call Forward No Answer (CFNA)
If you forward a call by CFNA to another agent and the call is answered by that agent, because of your
CFNA setting you are made Not Ready or logged out instead of staying idle.
Answer DN
The only way you should use Answer DN is if you program your portable set to be the Answer DN for
your main telephone.
If you use your Answer DN telephone to answer a call that is transferred to you, Call Center does not
recognize you as being busy, and still sends calls to your main set.
Agents who log on from a regular telephone and answer Call Center calls using an answer DN key from a
portable telephone cannot use Supervisor Help.
Do Not Disturb
Instead of using Do Not Disturb, use the Not Ready Feature Code (
If you use Do Not Disturb, you are automatically logged out or made Not Ready.
≤·‚°
).
Follow-me browsing (Multimedia Call Center Agents only)
Follow-me browsing does not work with embedded Flash animations. If you click a Flash button, the
image that you see is not displayed to the caller.
If the page you are sending to the caller contains Flash animations, you must explain to the caller how to
display the page by, for example, clicking the Next button, or telling them what item to click on the page to
display the next page.
P0606203 01
Call Center Agent Guide 15
Skillset mailboxes
Each skillset has a skillset mailbox assigned to it. Skillset mailboxes store messages left by callers. Check
these mailboxes on a regular basis to ensure that customer messages are responded to promptly.
Checking skillset mailboxes for messages
Frequently check skillset mailboxes for messages. Only one agent at a time can retrieve messages from
each skillset mailbox. If different agents access the messages in the skillset mailbox throughout the day,
each agent should:
• listen to the message
• write down what the message says
• erase the message
• return the caller’s telephone call
If the caller is not available, the agent can try again later or give the message to another agent. If only one
agent retrieves the messages at your call center, they do not need to transcribe and delete each message
before callback. This agent knows the status of the old messages.
Playing messages in a skillset mailbox
·°⁄
1 Press
2 Press
3 Press
≤
Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.
PLAY
or ¤ to listen to your messages.
For other options, refer to the user card for your telephone, the CallPilot Reference Guide, or the Call
Center Set Up and Operation Guide.
®
to end the session.
.
Call Center Agent Guide
16 Call Center Agent Guide
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