Nortel Call Center Instructions Manual

Part No. P0919438 03
Call Center
Supervisor Guide 

2
P0919438 03
Call Center Supervisor Guide
Copyright © 2002 Nortel Networks
All rights reserved. 2002.
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...

3
Call Center Supervisor Guide
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...

4      Call Center Supervisor Guide
P0919438 03
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.
You can program these Call Center Feature Codes to memory buttons:
• Log on 


 Display...

  Call Center Supervisor Guide    5
Call Center Supervisor Guide
Log on/Monitor calls 

Use 
·‚› to log on to Call Center and the skillsets you are assigned to, and to monitor calls. 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...

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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...

  Call Center Supervisor Guide    7
Call Center Supervisor Guide
Not Ready 

If you use Not Ready, you do not receive calls. The 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....

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Programming a memory button
You can program memory buttons for one-touch access to Call Center features. We recommend that you 
program memory buttons for the Log on 

·‚›, Not Ready 
·‚° and, optionally, the 
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...

  Call Center Supervisor Guide    9
Call Center Supervisor Guide
Logging on to Call Center
1Press 
·‚›.
2Enter your Agent ID number and press OK
 or £.
Your Agent ID number is given to you by your Call Center Administrator.
3Enter 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 OK
. Enter...

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Logging off
Log off when you complete your shift or will be away from your telephone for an extended period.
1. From the display that shows your name on the top line, press OUT
. The date and time display appears.
If OUT
 does not appear, you are not logged on to any skillsets.
Changing your supervisor password
Keep your password confidential. Change your password regularly, about every 30 days.
1Press 

·‚›.
2Enter your Agent ID number and press OK
....