Nortel Networks Call Center Agent - Guide

Call Center

Return
to Menu

Agent Guide

Part No. P0919437 03

2

Call Center Agent Guide

Copyright © 2002 Nortel Networks

All rights reserved. 2002.

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.

P0919437 03

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

Features not to use while you are logged on page 13

Skillset mailboxes page 14

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

²

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 If you are a Multimedia Call Center agent, the prompt Also log in to VB appears. Press OK

6 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.

7 Press OK

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 want to log on to appears on the display. If you log on to all of the

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

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.

²

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 Your agent name and Logged into all appears on the display to show that you are logged on to all of

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

5 If you are a Multimedia Call Center agent, the prompt Also log in to VB appears. Press £.

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.

P0919437 03

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.

If you are taking only text 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, and then start 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

²

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 skillset 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.

²

1 Press

2 Enter your Agent ID number and press £.

3 Enter your password and press £. Logged out appears on the display to show you are logged off

from all skillsets.

·‚›.

P0919437 03

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

²

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

4 If you are assigned to one skillset press IN

If you are assigned to more than one skillset enter the number of the skillset, or press ALL
press OK

5 Press NEXT

6 Press Admin

7 Enter a new password that is from four to eight digits long and press OK

8 Re-enter your new password and press OK

9 Press

.

¨

.

.

.

or £.

or £.

to log on.

or £.

or £. Password changed is briefly displayed.

Changing your password from a one line display telephone

²

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 £.

Your log on status changes from Logged on to Logged off or Logged off to Logged on.

·‚›.

, and then

4 Press › within the next five seconds.

5 Enter your new password and press £.

6 Re-enter your new password and press £. Password changed is briefly displayed.

7 Your original log on status appears.

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

You can program these Call Center Feature Codes to memory buttons:

• Log on

• Display Waiting Calls

• Not Ready

For how to program a Feature Code to a memory button refer to “Programming a memory button” on page

11.

If you enter a CallPilot Feature Code (not a Call Center Feature Code) while you are logged on, the date
and time display appears after the feature times out or you exit the feature. You can enter
(Log on) to return to the last

If you enter a Call Center Feature Code such as
the last

²áâÝ

²áâá

²áâ¡

²

·‚› display.

²

·‚› display returns before you exit.

²á¡Ú ²á ___ ___

²áâÝ ²á ___ ___

²áâ¡ ²á ___ ___

²áâá ²á ___ ___

²

²

·‚° while you are logged on to

²

·‚›

·‚›,

Log on

²

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.

P0919437 03

²áâÝ

·‚› 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

²áâá

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 in the skillset

1: wait 9:45 shows the skillset number and the time of the call waiting longest in the skillset.

Using Display Waiting Calls from a two line display telephone

²

1 Press

The skillset display for skillset 1 appears.

2 Press SKILL

Calls display.

3 Press

·‚·.

to view information about the next skillset. Press NEXT to view the next Display Waiting

¨

to exit.

Using Display Waiting Calls from a one line display telephone

²

1 Press

2 While you are using

·‚·.

²·âá

, on a one line or a two line display telephone you can:

•press ⁄ for GOTO to enter the number of the skillset you want to monitor

•press ¤ for SKILL to monitor the next enabled skillset

Ü

or ß for NEXT

Ý

for PREV to go to previous menu

£

to go to the next menu

¥

to cancel the session

to exit at any time.

3 Press

•press

•press

•press

•press

¨

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 wait times are.

²

·‚· to view the status of all skillsets, including the skillsets that

For information about how to program a memory button, refer to “Programming a memory button” on

page 11.

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.

²

²áâ¡

·‚°.

Using Not Ready

²

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

2 Cancel the Not Ready feature by pressing

If Not ready appears, press
Not Ready is automatically enabled if you do not answer your telephone, if Not Ready is configured in
Call Center.

·‚°. Make Not Ready appears on the display.

²

·‚° and Break canceled appears on the display, you canceled the Break Time

²

·‚° again to

²

·‚° and Agent active appears, the Not Ready feature was on and you

²

·‚° again to activate Not Ready.

²

·‚° when you are ready to take calls again.

²

·‚° 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.

P0919437 03

Call Center Agent Guide 11

Programming a memory button

You can program memory buttons for one-touch access to Call Center features. You can program memory
buttons for the Log on
features. You cannot assign features to Line, Intercom, Answer or Handsfree/Mute buttons.

Programming a feature to a memory button

²

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.

•‹.

²

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.

²

·‚›, Not Ready

²

·‚° and Display Waiting Calls

²

·‚·

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.

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

²

1 Press

2 Enter the extension of the person or skillset.

‡‚, or TRANSFER on a two line display telephone.

¨,

3 Press

or JOIN on a two line display telephone.

Viewing call information

Your telephone display shows information about your current call. Information about Multimedia Call
Center calls is not displayed.

Viewing call information

While you are on a call, you can press the INFO softkey to display:

• the skillset the call came from*

• the telephone number the caller is calling from

• the caller name

• Dialed Number Identification Service (DNIS) information

• how long the call has been waiting*

• the skillsets you are logged on to*

• whether you are logged on or off*

• whether your telephone is idle or on a call*

• the line the call came in on

*available depending on how your Call Center is configured

P0919437 03

Call Center Agent Guide 13

Features not to use while you are logged on

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 (

extension number

• to send the call to a skillset, enter the Transfer Feature Code (

number of a skillset to send the call to a skillset

Call Forward

²àâ)

²àâ)

and enter the agent’s

and enter the mailbox

Do not use Call Forward (

²á¡Ý

or

²Ý

) 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 (

²áâ¡)

on the other agent’s phone

Do Not Disturb

Instead of using Do Not Disturb, use the Not Ready Feature Code (

²áâ¡)

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.

Answer DN

Do not use the Answer DN feature for any set that you are using as a Call Center agent.

Conference calls

Do not participate in conference calls while you are logged onto Call Center.

Call Center Agent Guide

14 Call Center Agent Guide

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

á¡Ú

1 Press

2 Press PLAY

3 Press

²

Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.

or Û 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.

.

P0919437 03