Nortel Bcm 2 0 Call Center Agent Instructions Manual

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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 call center agent and a 
supervisor agent. 
Feature CodesUse Feature Codes to access Enterprise Edge 2.0 Call Center features. This guide 
shows the default Feature Codes. Enterprise Edge 2.0 Call Center can also use 
Custom Feature Codes. If the Feature Codes shown do not access the feature, check 
with your System Administrator to see if your system uses Custom Feature Codes.
The table below shows the default Feature Codes. It also provides space to record the 
Custom Feature Codes. Custom Feature Codes are only required if the default 
Feature Codes are already in use. The Custom codes are assigned automatically by 
Enterprise Edge.
Log in as an 
agentLog in as an agent so that calls can be routed to you. You will not be able to log in if the 
maximum number of agents is already logged in, if you are logged in to a different 
telephone, or if someone else is logged in to your telephone. You can log in only to the 
queues to which you are assigned. Do not use Call Park while on a call. Instead, press 
Äàâ (or 
TRANSFER
 on two-line display telephones) to send the call to 
another agent or to a queue. You can also let the call ring until the time has expired.
Using a two-line display telephone
To log in as an agent 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
.
The default password you enter to log in for the first time, or after your password has 
been reset, is 0000. When you use the default password, Enterprise Edge 2.0 Call 
Center prompts you to change your password.
4. Press 
IN
 to log in to one or all queues.
Note: If 
IN
 does not appear, you are already logged in to all the queues, or there 
are no queues available.Feature Default feature codes Custom codes
Open mailboxÄá¡Ú Äá ___ ___
Login/LogoutÄáâÝ Äá ___ ___
Make BusyÄáâ¡ Äá ___ ___
Queue statusÄáâá Äá ___ ___ 
						

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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.
To log in as an agent using a single-line display telephone:
1. Press 
ÄáâÝ.
2. Enter your Agent ID number and press 
£.
This is a number from 1 to 100 that is given to you by your System Administrator.
3. Enter your password and press 
£.
The default password you enter to log in for the first time, or after your password has 
been reset, is 0000. When you use the default password, Enterprise Edge 2.0 Call 
Center forces you to change your password.
4. The agent’s name and 
Logged into all appears on the display indicating you are 
logged in to all queues to which you are assigned.
Note: If 
Logged out all appears, repeat steps 1 to 3 to log in.
About the Login memory button
To provide easy, one button access to the Login feature, program a memory button with 
the Login Feature Code. If the memory button you choose has an indicator, the 
indicator will show your login status. 
• If the indicator is off, you are not logged in.
• If the indicator is on, you are logged in.
For information about how to program a memory button, refer to the end of this guide.
Log in and 
monitor calls as 
a supervisor 
agent Log in as a supervisor agent so that you can monitor and/or join calls between agents 
and callers and so that calls can be routed to you. Supervisor agents must use a two-
line display telephone. Check with your System Administrator to make sure you are set 
up as a supervisor agent. To monitor calls with your voice muted, your telephone must 
have the handsfree mute feature programmed. 
Using a headset
It is recommended that you use a headset for privacy rather than handsfree while 
monitoring a call. The headset must be plugged in to the headset port on the bottom of 
the telephone. Check with your System Administrator to make sure you are set up with 
the ability to use a headset.
Monitoring tips
• More than one supervisor can log in to the same queue. 
• An agent can be monitored by only one supervisor at a time. 
• Agents hear a tone when the supervisor agent begins to monitor the call. 
• While monitoring a call, the intercom indicator will flash. This is normal and indicates 
the telephone is muted. 
• When you press the intercom button, mute will toggle with unmute.  
						

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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 from 1 to 100 given to you by your System Administrator.
3. Enter your password and press 
OK
.
The default password you enter to log in for the first time, or after your password has 
been reset, is 0000. When you use the default password, Enterprise Edge 2.0 Call 
Center forces you to change your password.
4. Press 
OK
 to accept supervisor agent status, or press 
CHNG to log in as an agent. 
When you log in as a supervisor, calls can be routed to you and you can monitor and 
join calls. When you log in as an agent, calls can be routed to you and you cannot 
monitor calls.
5. Press 
IN
 to log in to one or more queues. You must be logged in to the queue that 
you want to monitor. You can only monitor agents logged in to the same queue as 
you.
Note: If 
IN
 does not appear, you are already logged in to all the queues or there are 
no queues available.
6. Press 
CHNG
 until the queue you want to log in to (All, or a number from 1 to 16) 
appears on the display.
Note: If there is only one queue available to log in to that you are assigned to, you 
are automatically logged in to that queue.
7. Press 
OK
.
8. Press 
SUPER
 to monitor an agent. Calls will no longer be routed to you.
9. Press 
OK
 to accept the queue shown or press 
NEXT or 
PREV to locate the queue you 
want to monitor.
10. Enter the Agent ID of the agent you want to monitor or press 
DI R
 to locate the Agent 
ID in the Agent directory. 
11. Press 
OK
. 
Note: 
Supervised
 appears briefly if the agent is already being monitored. You 
cannot monitor the agent at this time. 
12. Press 
MON
 to monitor an agent’s call. If 
MON does not appear, you cannot monitor the 
agent at this time. 
13. To join the conversation, press the Intercom button or pick up the handset. 
Note: If you do NOT want to be heard, do not press the Intercom button and do not 
pick up the handset. These actions will unmute your telephone.
14. Press 
CANCL
 to end monitoring a call.
15. Press 
¨. 
						

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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 logged in to any queues.
5. Press 
CHNG
 until the queue you want to log out of (All, or a number from 1 to 16) 
appears on the display.
Note: If you are logged in to only one queue, that queue is automatically selected.
6. Press 
OK
.
7. Press
 ¨.
Using a single-line display telephone
When using a single-line display telephone, you log out of all queues to which you are 
assigned. 
Note: Supervisor agents cannot use single-line telephones.
To log out using a single-line display telephone:
1. Press 
ÄáâÝ.
2. Enter your Agent ID number and press 
£.
This is a number from 1 to 100 that is given to you by your System Administrator.
3. Enter your password and press 
£.
4. The agent’s name and 
Logged out all appears on the display indicating you are 
logged out of all the queues to which you are assigned.
Note: If
 Logged into all appears, repeat steps 1 to 3 to log out.
Change your 
agent password Your Agent ID and password provide you with access to the queues to which you are 
assigned. 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 display telephone
To change your agent password 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 
Admin
.
5. Enter your new password (four to eight digits in length) and press 
OK
.
6. Enter your new password again and press 
OK
.
7. Press 
¨.
Using a single-line display telephone
To change your agent password using a single-line display telephone:
1. Press 
ÄáâÝ.
2. Enter your Agent ID number and press 
£.
This is a number from 1 to 100 that is given to you by your System Administrator.
3. Enter your password (four to eight digits in length) and press 
£.
Your login status is changed from Logged in to Logged off or Logged off to Logged in. 
						

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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 display telephone
To change your supervisor agent password:
1. Press 
ÄáâÝ.
2. Enter your Agent ID number and press 
OK
.
3. Enter your password and press 
OK
.
The default password you enter to log in for the first time, or after your password has 
been reset, is 0000. When you use the default password, Enterprise Edge 2.0 Call 
Center forces you to change your password.
4. Press 
OK
 to accept supervisor agent status, or press 
CHNG to log in as an agent. 
5. Press 
IN
 to log in to one or more queues.
Note: If 
IN
 does not appear, you are already logged in to all the queues or there are 
no queues available.
6. Press 
CHNG
 until the queue you want to log in to (All, or a number from 1 to 16) 
appears on the display.
Note: If there is only one queue available to log in to that you are assigned to, you 
are automatically logged in to that queue.
7. Press 
OK
.
8. Press 
ADMIN
. 
9. Enter your new password (from four to eight digits in length) and press 
OK
.
10. Enter your new password again and press 
OK
.
11. Press 
¨.
Transfer calls When you receive a call from someone who needs to talk to a specific person or has 
been routed to the wrong queue, you can transfer the call. Do not use the Call Park 
feature.
To transfer a call:
1. Press 
Äàâ (or 
TRANSFER
 on two-line display telephones).
2. Enter the extension of the person or queue.
3. Press 
¨ (or 
OK
 on two-line display telephones).
Make BusyAfter you have finished handling a call, Enterprise Edge 2.0 Call Center may be 
programmed to wait a short time (called the Wrap period) before routing the next call to 
you. During this time you can complete any paperwork required by the last call. If the 
work resulting from a call requires extra time to complete, use the Make Busy Feature 
Code to prevent Enterprise Edge 2.0 Call Center from routing another call to you. Do 
not use the Do Not Disturb feature. You can activate Make Busy while a call is ringing 
on your telephone. The call that was ringing on your telephone is placed back in the 
queue. 
Note: It is recommended that you use the memory button with indicator instead 
of 
Äáâ¡. 
						

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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 again.
Note: Make Busy is automatically enabled when you do not answer your telephone.
About the Make Busy memory button
To provide easy, one button access to the Make Busy Feature Code, program a 
memory button with the Make Busy Feature Code. If the memory button you choose 
has an indicator, the indicator will show your busy status. 
• If the indicator is off, the Make Busy feature is off.
• If the indicator is on, the Make Busy feature is on.
• If the indicator is flashing, the Wrap feature is turned on by Enterprise Edge 2.0 Call 
Center.
For information about how to program a memory button, refer to the end of this guide.
Cancel Make 
BusyWhen you use the Make Busy Feature Code, Enterprise Edge 2.0 Call Center stops 
routing calls to your telephone. When you are ready to receive calls again, you must 
cancel the Make Busy feature. 
Note: It is recommended that you use the memory 
button with indicator instead of 
Äáâ¡.
To cancel the Make Busy feature:
1. Press 
Äáâ¡.
Agent active appears on the display.
If 
Busy enabled appears, press 
Äáâ¡ again.
View the queue 
statusUse the Queue Status Feature Code to view information about the queue and the calls 
waiting in the queue. The table below describes the information each display provides.
Display Information provided
Queue 1: EnabledThe Queue display shows the queue number and the status 
of the queue. The status can be Enabled, Disabled or Uninit 
(uninitialized).
1: 6 agentsThe Agents display shows the queue number and the 
number of agents currently logged onto that queue.
1: 10 callsThe Calls display shows the queue number and the number 
of calls currently in the queue.
1: wait 9:45 The Wait display shows the queue number and amount of 
time the oldest call has been waiting in the queue. The wait 
time appears in minutes and seconds.  
						

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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. Press 
¨ to exit.
About the Queue Status memory button
Program a memory button with 
ÄáâÝ to view the status of the queues
 
you are
 currently logged into
. Program a memory button with the Queue Status 
Äáâá to view the status of all queues whether or not you are logged in 
to them. If the memory button you choose has an indicator, the indicator shows the 
status of the calls for the queue you are logged in 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 in the queue has exceeded the 
marginal wait time.
• If the indicator is flashing quickly, at least one call in the queue has exceeded the 
acceptable wait time.
For information about how to program a memory button, refer to the end of this guide.
Retrieve 
messages from 
the Queue 
MailboxEach queue in Enterprise Edge 2.0 Call Center has a Queue Mailbox assigned to it. 
The Queue Mailboxes collect any messages left by the customers using the call center 
queue. These mailboxes should be checked on a regular basis to ensure that customer 
messages are responded to promptly. 
To retrieve a message from the Queue Mailbox:
1. Press 
Äá¡Ú.
2. If 
Log: appears, enter the Queue Mailbox number and password.
If 
Pa s s w o r d : appears, press 
OTHR
 or 
¥ and then enter the Queue Mailbox 
number and password.
If you do not know the Queue Mailbox number or password, ask your System 
Administrator.
3. Press 
OK
 or 
£.
4. Press 
PLAY
 or Û to listen to the new messages.
For more details about using the Queue Mailbox, ask your System Administrator.
Program a 
memory buttonYou can program memory buttons for one-touch access to Enterprise Edge 2.0 Call 
Center features. 
Note: It is recommended that you program memory buttons and use 
them instead of 
ÄáâÝ,
 Äáâ¡, and
 
Äáâá.
To program a feature on a memory button:
1. Press 
Ä¥Ü.
2. Press the memory button that you want to program.
3. Press 
Ä and enter the feature code. 
						

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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 
additional information about that feature.