Avaya Call Center Agent User Guide

Call Center Agent Guide

Part No. P0606203 01

Call Center Agent Guide

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

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.

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.

. You are logged on to the skillset number displayed, or all of the skillsets if

or £.

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.

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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

+ 11 hidden pages