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Supervisor Guide
Part No. P0919438 02
2
Call Center Supervisor Guide
Copyright © 2001 No rtel Networks
All rights reserved. 2001.
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 a ppl ications of an y pro ducts spe cifi ed in this do cument. T he informa tion 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.
P0919438 02
Call Center Supervisor Guide
Call Center is an application that handles incoming calls as efficiently and economically as possible. Call
Center answers cal ls, then routes the call s to agents in a skillse t th a t most closely matches the nee ds of the
caller. If there are no agents available, the calls are placed in a skillset to wait for an appropriate agent.
Waiting callers receiv e per iodic announcements and informat ive messages.
This guide describes how a you can use Call Center features as a supervisor or a an agent. For more
information about Call Ce nter agents , re fer to the Call Center Agent Guide. For information about Call
Center administration, refer to the Call Center Set Up and Operation Guide and the Call Center Reporting
Set Up and Operation Guide.
Logging on to Call Center
You can log on as a supervisor to monitor or participate in calls between agents and callers. You can also
log on to a skillset as an agent to have calls routed to you. Check with your Call Center Administrator to
make sure you are set up as a su pervisor.
You must use a two-line display telephone. Your telephone must have handsfree/mute capability. To
monitor calls with your voice muted, your telephone must have the handsfree/mute feature programm ed.
3
Using ≤
When you use ≤·‚›
• Use only pr eprogram m ed feature butto ns.
• Do not start a non-preprogrammed feature session by pressing the ≤ button.
• Do not start any 900 series feature sessions other than ≤·‚°
≤·‚› to monitor skillsets
≤≤
:
.
Using a headset
Use a headset rather than handsfree when you monitor a call. This ens ures call privacy and reduces the
off ice n oise l e v e l. The hea dset mus t be pl ugged in to the h ead set por t on th e botto m of t he tel ephone. I f you
pick up the handset when the headset is plugged in, the handset does not work. Check with your Call
Center Administrator to make sure you can use a headset with your telephone.
Monitoring tips
• More than on e supervis o r c an log on to t he same s killset.
• An agent can be monitored by only one supervisor at a time.
• Agents hear a tone when a supervisor begins to monitor the call.
• While you monitor a call, the intercom in dicat or on your telepho ne flash es. This is normal and indicat es
the telephone is muted.
• When you press the intercom button, mute will toggle with unmute.
• To participate in a call, unmute the call by s w itching from handsfree to the handse t.
• While you are on a call, do not initiate a monitoring session.
Call Center Supervisor Guide
4 Call Center Supervisor Guide
Logging on to Call Center
1 Press ≤·‚›.
2 Enter your Agent ID number and press OK
.
Your Agent ID number is given to you by your Call Center Administ rator.
3 Enter your password and press OK
.
The default passw or d you enter to log on for the first time, or if your pass word is reset, is 0000. If you
enter the default password, you must change your password. Enter a new passwor d from four to eig ht
digits long and press OK
4 Press CHNG
until Supervisor: Yes appears. When If log on as a supervisor, you can monitor and
. Enter your ne w password again and press OK.
participate in calls.
5 Press OK
If you want to lo g on as an agent, press CHNG
to accept supervisor sta tus. Calls will not be routed to you.
until Supervisor: No appears, then press OK t o log on a s
an agent. If you log on as an agent, calls are routed to you but you cannot monitor calls.
6 Press IN
who are logged on to the same skillset as you. If IN
to log on to one or more skillsets that you want to monitor. You can monitor only the agents
does not appear, you are already logged on to all
the skillse ts or there are no skillsets available.
7 Press CHNG
until the skillset you want to log on to appears on the display. The skillsets that are
ava ilabl e are the s kill sets that a re as si gned to you. If ther e is only one sk ills et a vailable t o log o n to t hat
you are assigned to, you are automatically logged on to that skillset.
8 Press OK
9 Press NEXT
. The display briefly confirms the skillsets that you are logged on to.
.
10 Press SUPER
11 Press OK
to monitor an agent.
to accept the skillset shown or press NEXT or PREV to find the skillset you want to monitor. If
Supervised and a supervisor number appears, the supervisor with that number is also requesting to
monitor the skillset.
12 Enter the Agent ID of the agent you want to monitor and press OK
.
Invalid Agent appears if the agent is not assigned to you.
You can press DI R
to find the Agent ID in the Agent directory. You can monitor any agent that is in a
skillset assi gned to you.
13 Press OBSV
to monitor an a ge n t’s call. If CANCL appears, or the middle display button space is blank,
you cannot monitor the agent at this time.
14 Press INFO
to display the Agent ID number, agent name, call s tate and the time i n minute s an d second s
that the call has been in th is state. Call states include Idle, Busy, and Break Time (BusyTO).
15 Press INFO
a second time to display the Agent ID number, agent name, and monitoring options again.
16 To join the call, press the Intercom button or pick up the handset.
If you do not want to be heard, do not press the intercom button and do not pick up the handset. These
actions unmute your telephone.
17 Press CANCL
to end monitoring a call. The next agent’s name appears for you to monitor.
18 Press ® to end your se ssion.
P0919438 02
Call Center Supervisor Guide 5
Logging off
Log off when you c omplete your shift or will be away from your telephone for an ext end ed period, log off.
1. From the display that shows your name on the top line, press OUT
If OUT does not appear, you are not logged on to any skillsets.
. The date and time display appears.
Changing your supervisor password
Keep your pa ssword confident ial . Cha nge your password regularly, about ev ery 30 days.
1 Press ≤·‚›.
2 Enter your Agent ID number and press OK
3 Enter your password and press OK
The default passw or d you enter to log on for the first time, or if your pass word is reset, is 0000. If you
use the default password you must change your password.
4 Press OK
5 Press IN
If IN
6 Press CHNG
If there is only one sk ills et availab le to l og on to t hat you a re ass igned t o, you ar e automat ical ly logg ed
on to that skillset .
7 Press OK
8 Press NEXT
to accept supervisor statu s, or pr ess CHNG and then OK to log on as an agent.
to log on to one or more skillsets.
does not appear, you are already logged on to all the skillsets or there are no skillsets available.
until the skil lset you want to log on to (All , or a n u mber) appears on the display.
.
.
.
.
9 From the Supervisor display, press ADMIN
10 Enter a new password from four to eight digits long and press OK
11 Enter your new password again and press OK
12 Press ®.
.
.
.
Reading the telephone wallboard display
If you are logged on and not active, the top line of the telephone display shows at five second intervals:
• your name
• service mode, either Day, Night or Special
• skillset numbe r and s killset name
• skillset numbe r, number of agents in the skills et (AGT) and number of calls waiting in the skillset
(CWT)
• skillset number and the number of calls answered (ANS) and abandoned (ABA)
• skillset numb er, longe s t wa iting call in th e skillset (LIQ), and time the call has been in the skil lset
• skillset number, number of calls that have surpassed the f irst threshold (T1), and number of calls that
have surpassed the second threshold (T2)
Call Center Supervisor Guide
6 Call Center Supervisor Guide
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 throug hout the day,
each agent should:
• listen to the m e ssage
• 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 retrieving the messages at your call center, this agent does not need to transcribe and delete each
message before callback. This agent handles messages and knows the status of the old messages.
Playing messages in a skillset mailbox
1 Press
≤·°⁄.
Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.
2 Press PLAY
or ¤ to listen to your messag es.
For other options, refer to the user card for your telephone, the CallPilot Reference Guide, or the Call
Center Set Up and Operation Guide.
3 Press ® to end the session.
Do not use these features while you are logged on to Call Center
Call Park
Instead of using Call Park to transfer a call to another agent or send the call back to a skillset:
• to send the call to a specific agent, enter the Transfer Feature Code (≤‡‚) and enter the agent’s
extension number
• to send the call to a skillset, enter the Tran sfer Feature Code (≤‡‚) and enter th e mailbox
number of a skillset to send the call to a skillset
Call Forward
Do not use Call Forward (≤·°› or ≤›) to forward calls.
Call Pickup
Do not use Call Pickup to retrieve a call that is ringing on another agent’s phone. Instead:
• let the call ring at the agent’s phone until the number of rings for Transfer Callback Timeout is reached
or
• enter the Not Ready Feature Code (≤·‚°) on the other agent’s phone
Do Not Disturb
Instead of using Do Not Disturb, use the Not Ready Feature Code (≤·‚°)
Call Forward No Answer
You can use Call Forward All Calls, Call Forward No Answer, and Call Forward on Busy only to the
voicemail extension.
P0919438 02
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