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 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 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 Center features as a supervisor or an agent. For more 
information about Call Center agents, refer to the Call Center Agent Guide. For information about Call 
Center administration, refer to the Call Center Set Up and Operation Guide and the Call Center Reporting 
Set Up and Operation Guide. For information about Multimedia Call Center, refer to the Multimedia Call 
Center Set Up and Operation Guide and Multimedia Call Center Agent Help.
Logging on to Call Center
You can log on as a supervisor to monitor or participate in calls between agents and callers. You can also 
log on to a skillset as an agent to have calls routed to you. Check with your Call Center Administrator to 
make sure you are set up as a supervisor.
You must use a two-line display telephone. Your telephone must have handsfree/mute capability. To 
monitor calls with your voice muted, your telephone must have the handsfree/mute feature programmed.
What agents should log on to
The Call Center Administrator assigns what type of calls agents can receive. The type of calls agents can 
receive determines whether they must log on to a telephone, Multimedia Call Center or both. This table 
shows what capabilities agents have depending on the call types they can receive.
Tell your agents what they must log on to, depending on the type of calls they can receive.
Type of calls 
the agent can 
receiveIs the agent logged 
on to a telephone?Is the agent 
logged on to 
Multimedia Call 
Center?Can the agent have 
voice calls?Can the agent have 
phone and browser 
Multimedia Call 
Center calls?Can the agent 
have browser 
only Multimedia 
Call Center 
calls?
VoiceNo Not permitted No - -
Yes Not permitted Yes - -
Multimedia 
Call CenterNo No - No No
No Yes - No Yes
Yes No - No No
Yes Yes - Yes Yes
BothNo No No No No
No Yes No No No
Yes No No No No
Yes Yes Yes Yes Yes 
						

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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 Waiting Calls 

 Not Ready 

For how to program a Feature Code to a memory button refer to “Programming a memory button” on page 
8.
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.
Feature Default Feature Code Custom Feature Code
Open mailbox

 

Log on/Log off
 

Not Ready
 

Display Waiting Calls
 
 
						

							  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 “Programming a memory button” on 
page 8.
Using a headset
Use a headset rather than handsfree when you monitor a call. This ensures call privacy and reduces the 
office noise level. The headset must be plugged into the headset port on the bottom of the telephone. If you 
pick up the handset when the headset is plugged in, the handset does not work. Check with your Call 
Center Administrator to make sure you can use a headset with your telephone.
Monitoring tips
 More than one supervisor can log on to the same skillset.
 An agent can be monitored by only one supervisor at a time.
 Agents hear ringing when a supervisor begins to monitor the call.
 While you monitor a call, the intercom indicator on your telephone flashes. This is normal and indicates 
the telephone is muted.
 While you are on a call, do not initiate a monitoring session.
Note: You can monitor only incoming calls. You cannot monitor outgoing calls.
You cannot monitor an agent who is:
 on a conference call
 using Call Forward on Busy
 using Do Not Disturb
Multimedia Call Center Calls that do not have a PSTN component do not appear in Call Center 
Reporting.
If a Multimedia Call Center agent logs on to their set but does not log onto their computer, the 
agent appears as logged on to the Call Center, but does not receive any calls. To check whether 
agents are taking calls, you can create a report in Call Center Reporting. 
						

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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 Waiting Calls from a one line display telephone
1Press 
·‚·.
2While you are using 

·, on a one line or a two line display telephone you can:
press ⁄ for GOTO to enter the number of the skillset you want to monitor
press ¤ for SKILL to monitor the next enabled skillset
press 

 or  for NEXT
press 
 for PREV to go to previous menu
press 
 to go to the next menu
press 

 to cancel the session
3Press 
	 to exit at any time.
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 8.
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 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. 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 8.
Using Not Ready
1Press 
·‚°. Make Not Ready appears on the display.
If you press 

·‚° and Break canceled appears on the display, you canceled 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 Not ready appears, press 

·‚° again.
Not Ready is automatically enabled if you do not answer your telephone, and if this option is 
configured in Call Center.
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 8. 
						

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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 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. 
						

							  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 your new password again and press OK.
4Press CHNG
 until Supervisor: Y appears. If you log on as a supervisor, you can monitor and 
participate in calls.
5Press OK
 to accept supervisor status.
If you want to log on as an agent, press CHNG
 until Supervisor: N appears, then press OK to log on as 
an agent. If you log on as an agent, calls are routed to you but you cannot monitor calls.
6Press IN
 to log on to one or more skillsets that you want to monitor. You can monitor only the agents 
who are logged on to the same skillset as you. If IN
 does not appear, you are already logged on to all 
the skillsets or there are no skillsets available.
7Press CHNG
 until the skillset you want to log on to appears on the display. The skillsets that are 
available are the skillsets that are assigned to you. If there is only one skillset available to log on to that 
you are assigned to, you are automatically logged on to that skillset.
8Press OK
. The display briefly confirms the skillsets that you are logged on to.
9Press NEXT
.
10Press SUPER
 to monitor an agent. Calls are not routed to you.
11Press OK
 to accept the skillset shown or press NEXT or PREV to find the skillset you want to monitor.
12Enter the Agent ID of the agent you want to monitor and press OK
.
Invalid Agent appears if the agent is not assigned to you.
You can press DI R
 to find the Agent ID in the Agent directory. You can monitor any agent that is in a 
skillset assigned to you.
13Press OBSV
 to monitor an agent’s call. At any time you can press the CANCL button if you want to exit 
the monitoring session without logging off.
14Press INFO
 to display the Agent ID number, agent name, call state and the time in minutes and seconds 
that the call has been in this state. Call states include Idle, Busy, and Break Time (IN CALL OUT 
CALL).
15Press INFO
 a second time to display the Agent ID number, agent name, and monitoring options again.
16To join the call, press the Intercom button or pick up the handset.
If you do not want to be heard, do not press the intercom button and do not pick up the handset. These 
actions unmute your telephone.
17Press CANCL
 to end monitoring a call. The next agent’s name appears for you to monitor.
18Press 
	to end your session. 
						

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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
.
3Enter your password and press OK
.
The default password you enter to log on for the first time, or if your password is reset, is 0000. If you 
use the default password you must change your password.
4Press OK
 to accept supervisor status, or press CHNG and then OK to log on as an agent.
5Press IN
 to log on to one or more skillsets.
If IN
 does not appear, you are already logged on to all the skillsets or there are no skillsets available.
6Press CHNG
 until the skillset you want to log on to (All, or a number) appears on the display.
If there is only one skillset available to log on to that you are assigned to, you are automatically logged 
on to that skillset.
7Press OK
.
8Press NEXT
.
9From the Supervisor display, press ADMIN
.
10Enter a new password from four to eight digits long and press OK
.
11Enter your new password again and press OK
.
12Press 
	.