Nortel Networks BCM50 3.0 User Manual
Intelligent Contact Center Agent Guide
BCM50 3.0
CallPilot
Document Status: Standard
Document Version: 03.01
Part Code: NN40040-101
Date: August 2007
Copyright © Nortel Networks Limited 2005-2007, All rights reserved
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.
Trademarks
Nortel, the Nortel logo, and the Globemark are trademarks 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.
Task List
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Intelligent Contact Center Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
To log on from a two-line display telephone ..................................................................11
To log on from a one-line display telephone..................................................................12
To log on if you are taking only voice calls ....................................................................12
To log on if you are taking only browser calls................................................................12
To log on if you are taking voice and browser calls .......................................................12
To log off from a two-line display telephone ..................................................................13
To log off from a one-line display telephone..................................................................13
To change your password from a two-line display telephone........................................14
To change your password from a one-line display telephone .......................................14
To have an Activity Code session .................................................................................17
To Display Waiting Calls................................................................................................18
To use Not Ready..........................................................................................................19
To program a feature to a memory button.....................................................................21
To transfer a call............................................................................................................23
To play messages in a skillset mailbox .........................................................................26
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Intelligent Contact Center Agent Guide
4 Task List
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Contents
Chapter 1
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
About CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Symbols and text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Chapter 2
Intelligent Contact Center Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Logging on to CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Logging on to Multimedia Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
What you should log on to . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Logging off CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Changing your agent password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Using Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Log on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Display Waiting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Record A Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Programming a memory button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Other CallPilot features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Using Automatic Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Transferring calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Viewing call information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Important considerations about using features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
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Intelligent Contact Center Agent Guide
6 Contents
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Chapter 1
Getting started
About this guide
The Intelligent Contact Center Agent User Guide explains how agents use CallPilot.
About CallPilot
CallPilot is an application that handles incoming calls as efficiently and economically as possible.
CallPilot 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
7
Audience
This guide is for Contact Center Agents. It is possible that not all features in this guide are
available for your CallPilot. Please check with your supervisor for feature availability.
Intelligent Contact Center Agent Guide
8 Chapter 1 Getting started
Symbols and text conventions
These symbols are used to highlight critical information for the BCM system:
Caution: Alerts you to conditions where you can damage the equipment.
Danger: Alerts you to conditions where you can get an electrical shock.
Warning: Alerts you to conditions where you can cause the system to fail or work
improperly.
Note: A Note alerts you to important information.
Tip: Alerts you to additional information that can help you perform a task.
Security note: Indicates a point of system security where a default should be changed,
or where the administrator needs to make a decision about the level of security required
!
for the system.
Warning: Alerts you to ground yourself with an antistatic grounding
strap before performing the maintenance procedure.
Warning: Alerts you to remove the BCM main unit and expansion unit
power cords from the ac outlet before performing any maintenance
procedure.
NN40040-101NN40040-101
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