Nortel Networks P0606200 03 User Manual

Call Center Supervisor Guide

Part No. P0606200 03 23 March 2004

Call Center Supervisor 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.

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Call Center Supervisor Guide

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 matches 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.

This guide describes how you can use Call Center features as a supervisor or an agent. For more information about Call Center agents, refer 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. For information about Multimedia Call Center, refer to the Multimedia Call Center Set Up and Operation Guide and Multimedia Call Center Agent Help.

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 supervisor. 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 programmed.

What agents should log on to

The Call Center Administrator assigns what type of calls agents can receive. The type of calls agents can receive determines whether they must log on to a telephone, Multimedia Call Center or both. This table shows what capabilities agents have depending on the call types they can receive.

Tell your agents what they must log on to, depending on the type of calls they can receive.

Type of calls you can receive

Voice

Multimedia Call Center

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

Are you logged onto Multimedia Call Center?

Can you have voice calls?

Can you have phone and browser Multimedia Call Center calls?

Can you have browser only Multimedia Call Center calls?

Both

No YES No No No

YES No No No No

YES YES YES YES YES

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4 Call Center Supervisor Guide

Using Feature Codes

Call Center agents and supervisors 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. Tell the agents what the Custom Feature Codes are.

Feature Default Feature Code Custom Feature Code

Open mailbox

Log on/Log off

Monitor agent calls

Supervisor help *

Activity Codes *

Not Ready

Display Waiting Calls

≤·°⁄ ≤· ___ ___

≤·‚› ≤· ___ ___

≤·‚ﬁ ≤· ___ ___

≤·‚ﬂ ≤· ___ ___

≤·‚‡ ≤· ___ ___

≤·‚° ≤· ___ ___

≤·‚· ≤· ___ ___

*Ask your administrator whether this feature is available on your system.

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

• Log on/Log off ≤·‚›

• Monitor calls ≤·‚ﬁ

• Supervisor help ≤·‚ﬂ

• Activity Codes ≤·‚‡

• Display calls waiting in a skillset ≤·‚·

• Take some Not Ready time ≤·‚°

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

11.

Note: While you are using a feature, if you press the Feature ≤ button your present feature session ends. Do not press

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≤ unless you want to end your current feature session.

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Monitoring call activity

There are two ways that you can monitor call activity at your call center:

• “Silently monitoring agent calls” on page 5

• “Monitoring skillsets” on page 9

You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring:

• Display calls waiting in skillsets ≤·‚·

• Monitor agent calls ≤·‚ﬁ. NOTE: To use ≤·‚ﬁ, you must program it to a memory button and press the ≤·‚ﬁ memory button to monitor calls.

For how to program a memory button, refer to “Programming a memory button” on page 11.

Silently monitoring agent calls

Note: Depending on what system your call center uses, Silent Monitor may not be available, but

you can still monitor calls using ≤·‚ﬁ. Ask your Call Center Administrator.

When you monitor calls, you are a Silent Monitor: you are not detected by the agent or callers. You monitor all of the calls on an agent's telephone, rather than on a call-by-call basis. When the current call is completed, the monitoring session of the agent continues. You do not have to reestablish the monitoring session. You must be logged on before you can monitor calls.

Note: While you monitor an agent’s calls you monitor all of their calls, including their personal calls. Tell agents that if they make a call that they do not want monitored, they must first log off as an agent, then log on again when they complete the call.

You must program a memory button with ≤·‚ﬁ, and then press the ≤·‚ﬁ memory button to monitor calls. If the memory button you choose has an indicator, the indicator shows your log on status. You do not have Call Center calls sent to you while you use ≤·‚ﬁ.

Using Silent Monitor with Answer DN

If you have an Answer DN programmed for your main telephone, and you are using Silent Monitor from your main telephone, the telephone that you have programmed as your Answer DN telephone rings briefly when:

• you monitor an agent who is not on a call, and the agent answers or places a call

• you start to monitor an agent who is on an active call

• you monitor an agent who puts a call on hold and answers another call or unholds the original call.

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Monitoring tips

• More than one supervisor can log on to the same skillset.

• An agent can be monitored by only one supervisor at a time. Although more than one supervisor can view the same agent's information at the same time, only one supervisor can monitor the agent.

• While you are on a call, do not initiate a monitoring session.

• Use a headset rather than handsfree to monitor calls.This ensures call privacy and reduces the office noise level. Check with your Call Center Administrator to make sure you can use a headset with your telephone.

Note: You cannot monitor an agent who is:

• on a conference call

• using an Answer DN

• on an ISDN or Companion set

• on any type of call if the maximum number of conference bridges are being used

Logging on and monitoring agent calls

You must be logged on to monitor and answer calls. 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.

1 Press ≤·‚›.

2 Enter your Agent ID number and press OK or £.

3 Enter your password and press OK or £.

The default password you enter to log on for the first time, or if your password is reset, is 0000. If you enter the default password, you must change your password. Enter a new password from four to eight digits long and press

4 Press IN to log on to one or more skillsets that you want to monitor. You can monitor only the agents

who are logged on to the same skillset as you. If the skillsets or there are no skillsets available.

5 Press CHNG until the skillset you want to log on to appears on the display. The skillsets that are

available are the skillsets that are assigned to you. If there is only one skillset available to log on to that you are assigned to, you are automatically logged on to that skillset.

6 Press OK. The display briefly confirms the skillsets that you are logged on to.

7 Press ®. You are now logged on and can accept calls like an agent.

8 To begin monitoring agent calls press the memory button programmed with ≤·‚ﬁ.

After you press ≤·‚ﬁ Call Center does not route calls to you.

OK. Enter your new password again and press OK.

IN does not appear, you are already logged on to all

9 Press OK to accept the skillset shown or press NEXT or PREV to find the skillset you want to monitor.

10 Enter the Agent ID of the agent you want to monitor and press OK. You can press DIR to find the Agent

ID in the Agent directory. You can monitor any agent logged into a skillset assigned to you.

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