Nortel Call Center Agent Guide

							  Call Center Agent Guide    11
Call Center Agent Guide
Other Call Center features
Using Automatic Answer
If 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 skillset 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
1Press ≤‡‚, or TRANSFER on a two line display telephone.
2Enter the extension of the person or skillset.
3Press ®, or JOIN
 on a two line display telephone.
Viewing call information
Your telephone display show information about your current call. Information about Multimedia Call 
Center calls is not displayed.
Viewing call information
Press INFO 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 
						

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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 (≤‡‚) and enter the agent’s 
extension number
to send the call to a skillset, enter the Transfer Feature Code (≤‡‚) and enter the mailbox 
number of a skillset to send the call to a skillset
Call Forward
Do not use Call Forward (≤·°› or ≤›) 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 (≤·‚°) on the other agent’s phone
Do Not Disturb
Instead of using Do Not Disturb, use the Not Ready Feature Code (≤·‚°)
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. 
						

							  Call Center Agent Guide    13
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 retrieving the messages at your call center, this agent does not need to transcribe and delete each 
message before callback. This agent handles messages and knows the status of the old messages.
Playing messages in a skillset mailbox
1Press ≤·°⁄.
Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.
2Press PLAY
 or ¤ 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.
3Press ® to end the session. 
						

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