Nortel Call Center Agent Guide

							Part No. P0919437 02
Call Center
Agent Guide 
						

							2
P0919437 02
Call Center Agent Guide
Copyright © 2001 Nortel Networks
All rights reserved. 2001.
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. 
						

							3
Call Center Agent Guide
Call Center Agent Guide
This guide explains how agents use Call Center. The topics covered in this guide are:
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
About Call Center page 3
Logging on to Call Center page 4
Logging off Call Center page 5
Changing your agent password page 6
Using Feature Codes page 7
Programming a memory button page 10
Other Call Center features page 11
Features not to use while you are logged on page 12
Skillset mailboxes page 13
For information about Refer to
using your telephone your telephone user card
using CallPilot • the CallPilot Reference Guide
the CallPilot Quick Reference Card for your 
telephone interface
Call Center supervisors the Call Center Supervisor Guide
Multimedia Call Center Multimedia Call Center online Help 
						

							4      Call Center Agent Guide
P0919437 02
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
1Press ≤·‚›.
2Enter your Agent ID and press OK
 or £.
Your Call Center Administrator can tell you your Agent ID.
3Enter your password and press OK
 or£.
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.
4Press IN
 to log on to one or all skillsets. If IN does not appear, you are already logged on to all the 
skillsets, or there are no skillsets available.
5Press CHNG
 until the skillset that you want to log on to appears on the display. If you log on to all of the 
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.
6Press OK
 or £. You are logged on to the skillset number displayed, or all of the skillsets if ALL is 
displayed.
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.
1Press ≤·‚›.
2Enter your Agent ID and press £.
Your Call Center Administrator can tell you your Agent ID.
3Enter 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.
4Your 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.
Logging on to Multimedia Call Center
To log on to Multimedia Call Center if you are taking only voice calls, log on to the telephone the same 
way you do as a Call Center agent.
To start Multimedia Call Center on your computer:
1Click the Start button, point to Programs, point to Nortel Networks, point to Internet Voice Button 
and click Agent Notification. The Agent Notification page appears.
For information about using Multimedia Call Center, click Help. 
						

							  Call Center Agent Guide    5
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
1Press ≤·‚›.
2Enter your Agent ID and press OK
 or £.
3Enter your password and press OK
 or £.
4Press OUT
. If OUT does not appear, you are not logged on to any skillsets.
5Press CHNG
 until the skillset you want to log off from appears on the display. If you are logged on to 
only one skillset, that skillset is automatically selected.
6Press OK
.
7You are logged off from the skillset number displayed, or from all skillsets if ALL is displayed.
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.
1Press ≤·‚›.
2Enter your Agent ID number and press £.
3Enter your password and press £.
4Press ⁄. Logged out appears on the display to show you are logged off from all skillsets. 
						

							6      Call Center Agent Guide
P0919437 02
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
1Press ≤·‚›.
2Enter your Agent ID and press OK
 or £.
Your Call Center Administrator can tell you your Agent ID.
3Enter your password and press OK
 or £.
4Press IN
 to log on.
5Press NEXT
.
6Press Admin
.
7Enter a new password that is from four to eight digits long and press OK
 or £.
8Re-enter your new password and press OK
 or £. Password changed is briefly displayed.
9Press ®.
Changing your password from a one line display telephone
1Press ≤·‚›.
2Enter your Agent ID and press £.
Your Call Center Administrator can tell you your Agent ID.
3Enter your password and press £.
Your log on status changes from Logged on to Logged off or Logged off to Logged on.
4Press › within the next five seconds.
5Enter your new password and press £.
6Re-enter your new password and press £. Password changed is briefly displayed.
7Your original log on status appears. 
						

							  Call Center Agent Guide    7
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.
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 
10.
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 ≤·‚› display.
If you enter a Call Center Feature Code such as ≤·‚° while you are logged on to ≤·‚›
, 
the last ≤·‚› display returns before you exit.
Log on 
≤·‚›
Use Log on to log on to Call Center and the skillsets you are assigned to. You can program a 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 
10.
Feature Default Feature Code Custom Feature Code
Open mailbox
≤·°⁄ ≤· ___ ___
Log on/Log off≤·‚› ≤· ___ ___
Not Ready≤·‚° ≤· ___ ___
Display Waiting Calls≤·‚· ≤· ___ ___ 
						

							8      Call Center Agent Guide
P0919437 02
Display Waiting Calls ≤·‚·
Use Display Waiting Calls to view information about skillsets and the calls waiting in skillsets. The table 
below describes the information in each display.
Using Display Waiting Calls from a two line display telephone
1Press ≤·‚·.
The skillset display for skillset 1 appears.
2Press SKILL
 to view information about the next skillset. Press NEXT to view the next Display Waiting 
Calls display.
3Press ® to exit.
Using Display Waiting Calls from a one line display telephone
1Press ≤·‚·.
The display changes to the next display every five seconds. After the four displays appear for each 
skillset, the Display Waiting Calls feature exits.
2Press ® to exit.
Using Display Waiting Calls with a memory button
Program a memory button with ≤·‚· to view the status of all skillsets, including the skillsets that 
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.
For information about how to program a memory button, refer to “Programming a memory button” on page 
10.
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. 
						

							  Call Center Agent Guide    9
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 the memory button with an indicator instead of 
pressing ≤
·‚°. For how to program a memory button, refer to “Programming a memory button” 
on page 10.
Using Not Ready
1Press ≤
·‚°. Make not ready appears on the display.
If you press ≤
·‚° and Wrap canceled appears on the display, you cancelled the Break Time 
that the Call Center Administrator programmed for you. You must press ≤
·‚° again to 
activate the Not Ready feature.
If you press ≤
·‚° and Agent active appears, the Not Ready feature was on and you 
canceled it. Press ≤
·‚° again to activate Not Ready.
2Cancel the Not Ready feature by pressing ≤
·‚° when you are ready to take calls again.
If Busy enabled appears, press ≤
·‚° again.
Not Ready is automatically enabled if you do not answer your telephone.
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 10. 
						

							10      Call Center Agent Guide
P0919437 02
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 ≤·‚›, Not Ready ≤·‚° and Display Waiting Calls ≤·‚· 
features. You cannot assign features to Line, Intercom, Answer or Handsfree/Mute buttons.
Programming a feature to a memory button
1Press ≤•‹.
2Press the memory button that you want to program.
3Press ≤ and enter the feature code.
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 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.