Nortel Call Center Supervisor Guide

Part No. P0919438 02
Call Center
Supervisor Guide 

2
P0919438 02
Call Center Supervisor 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...

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 a you can use Call...

4      Call Center Supervisor Guide
P0919438 02
Logging on to Call Center
1Press ≤·‚›.
2Enter your Agent ID number and press OK
.
Your Agent ID number is given to you by your Call Center Administrator.
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 
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...

  Call Center Supervisor Guide    5
Call Center Supervisor Guide
Logging off
Log off when you complete your shift or will be away from your telephone for an extended period, log off.
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...

6      Call Center Supervisor Guide
P0919438 02
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...