Norstar Call Center User Guide

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Agent Guide

Part No. P0919437 02

2

Call Center Agent Guide

Copyright © 2001 Nortel Networks

All rights reserved. 2001.
The information in this document is subject to change without notice. The statemen ts, configurations, tech nical data, and

recommendations in this document a re belie ved to be accurate and rel iable, bu t are presented wit hout ex press or implied w arranty.
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 tradema rk of Nortel Networks.
Microsoft, MS, MS- D O S, Wind ows, and Windows NT are reg i s tered trademar ks of Mi c r osoft Corporation.

All other trademarks and registered trademarks are the property of their respective owners.

P0919437 02

Call Center Agent Guide

This guide explains how agents use Call Center. The topics cove red in this guide are:

About Call Center page 3

Logging on to Call Center page 4

Logging off Call Center page 5

Changing your agent password page 6

Using Feature Codes page 7

Programming a memory button page 10

Other Call Center features page 11

Features not to use while you are logged on page 12

Skillset mailboxes page 13

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 a vailable, the calls are placed in a skillset to wai t for an appropriate agent.
Waiting callers receive periodic announcements and informative messages.

3

Other guides

For information about Refer to

using your telephone your telephone user card

using CallPilot • the CallPilot Reference Guide

•the CallPilot Quick Reference Card for your

telephone interface

Call Center supervisors the Call Center Supe rvisor Guide

Multimedia Call Center Multimedia Call Center online Help

Call Center Agent Guide

4 Call Center Agent Guide

Logging on to Call Center

Log on to Ca ll 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 OK

Your Call Center Administrator can tell you your Agent ID.

3 Enter your password and press OK

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 Press IN

skillsets, or there are no skillsets available.

5 Press CHNG

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.

6 Press OK

displayed.

to log on to one or all skillsets. If IN does not appear, you are already logged on to all the

until the skillset that you w ant to log on to a ppea rs on t he dis play. If you log on to a ll of th e

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

or £.

or£.

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 to you are assigned to.

1 Press ≤·‚›.
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 Y our ag ent name and Logged into all appear s on the dis play to sho w t hat you are log ged on to all of

the skillsets you are assigned to. If Logged out all appears, repeat steps 1 through 3 to log on.

Logging on to Multimedia Call Center

To log on to Multimedia Call Center if you are taking only voice calls, log on to the telephone the same
way you do as a Call Center agent.

To start Multimedia Call Center on your computer:

1 Click the Start button, point to Programs, point to Nortel Netwo r k s, point to Internet Voice Button

and click Agent Notification. The Agent Notification p age appears.
For inform ation about using Multimedia Call Center, click Help.

P0919437 02

Call Center Agent Guide 5

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 OK
3 Enter your password and press OK
4 Press OUT
5 Press CHNG

only one skillset, that sk illset is automatically selected.

6 Press OK
7 You are logged off from the skillset number displayed, or from all skillsets if ALL is displayed.

. If OUT does not appear, you are not logged on to any skillsets.

until the skillset you want to log off from appears on the display. If you are logged on to

.

or £.
or £.

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 £.
4 Press ⁄. Logged out appears on the display to show you are logged off from all skillsets.

Call Center Agent Guide