Nortel Bcm 2 0 Call Center Agent Instructions Manual

1-800-4 NORTEL
www.nortelnetworks.com
© 2000 Nortel Networks
P0911642 Issue 02
Enterprise Edge 2.0 Call Center
Agent User Guide 

P0911642 Issue 02
Enterprise Edge 2.0 Call Center Agent User Guide
Enterprise Edge 2.0 Call Center is an automatic call distribution (ACD) system 
designed to assist you in handling incoming calls. Enterprise Edge 2.0 Call Center 
answers incoming calls and routes the calls to agents. If there are no agents available, 
the calls are placed in a call center queue and receive periodic announcements while 
waiting for an agent to become available.
This guide describes the features and how to use them as a...

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5. Press 
CHNG until the queue that you want to log in to appears on the display (All, or 
a number from 1 to 16).
Note: When you log in to all queues, you are logged in to all the queues to which you 
are assigned. If there is only one queue available to log in to, you are automatically 
logged in to that queue.
6. Press 
OK
.
7. Press 
¨.
Using a single-line display telephone
When you log in using a single-line display telephone, you log in to all queues to which 
you are assigned....

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• To participate in the call, unmute the call by switching from handsfree to the handset.
• While on a call, do not initiate a monitoring session. 
While you are in 
ÄáâÝ:
• Do not start a non-preprogrammed feature session by pressing the 
Ä 
button.
• Do not start any 900 series feature sessions other than 
Äáâ¡.
• Use only pre-programmed feature buttons.
To log in as a supervisor agent and monitor calls:
1. Press 
ÄáâÝ.
2. Enter your Agent ID number and press 
OK
.
This is a number...

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Log out When you are finished for the day or will be away from your telephone for an extended 
period, log out to stop calls from being routed to your telephone.
Using a two-line display telephone
To log out using a two-line display telephone:
1. Press 
ÄáâÝ.
2. Enter your Agent ID number and press 
OK
.
This is a number from 1 to 100 that is given to you by your System Administrator.
3. Enter your password and press 
OK
.
4. Press 
OUT
. 
Note: If 
OUT
 does not appear, you are not...

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4. Press 
Ý within five seconds of your login status changing. 
5. Enter your new password and press 
£.
6. Enter your new password again and press 
£.
7. Repeat steps 1 to 3 to return to your original login status.
Change your 
supervisor 
agent password Your Agent ID and password provide you with access to the queues. For this reason you 
should keep your password confidential. You should also change your password on a 
regular basis (approximately every 30 days).
Using a two-line...

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To use the Make Busy feature:
1. Press 
Äáâ¡.
Busy enabled appears on the display.
If 
Wrap canceled appears, the post call wrap up time is canceled by entering the 
Make Busy Feature Code. Press 
Äáâ¡ again to activate the Make 
Busy feature. 
If 
Agent active appears, the Make Busy feature was already on and was 
canceled by entering the Make Busy Feature Code. Press 
Äáâ¡ 
again to activate the Make Busy feature. 
2. Cancel the Make Busy feature when you are ready to take calls...

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To view the status of all queues using a two-line display telephone:
1. Press 
Äáâá.
The Queue display for Queue 1 appears.
2. Press 
QUEUE
 to view information about the next queue. Press 
NEXT to view the next 
queue status display.
3. Press 
¨ to exit.
To view the status of all queues using a single-line display telephones:
1. Press 
Äáâá.
The display changes to the next display every five seconds. After the four displays 
appear for each queue, the Queue Status feature exits.
2....

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You cannot assign features to Line, Intercom, Answer or Handsfree/Mute buttons. Use 
the paper labels that come with your telephone to identify the programmed button. To 
use the Feature Code, press the labeled button.
Memory button indicators
Memory button indicators are triangular shaped icons (
ö) that appear beside some 
memory buttons on Enterprise Edge telephones. If you program Enterprise Edge 2.0 
Call Center features on memory buttons with indicators, the indicators provide...