Nortel Call Pilot 150 Instructions Manual

91
CallPilot 150 Basic Call Center Telephone Administration Guide
Chapter 8
Setting up agents
Agents handle the calls in your call center. Supervisors are agents with additional capabilities. 
Supervisors can change their own password and monitor calls between agents and callers. You can 
record your agent programming in the table “Call Center agents” on page 138.
About adding agents
Basic Call Center includes 20 agents. This is the maximum number of agents you can have for 
Basic Call Center. For more...

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Adding an agent
Missed Call OptionThe Missed Call Option controls how a call is treated if an agent does not 
answer the call. Busy assigns an agents telephone to respond as it does 
with the Not Ready feature enabled. Logout automatically logs an agent out 
of their skillset if they do not answer a call.
The default is Busy, which returns the call to the skillset.
Agent priorityWhen you add agents to Call Center you assign them a priority that 
represents...

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11Press NEXT if you do not want calls to be force-delivered to the 
agent
or
press CHNG
 and then NEXT if you want calls to be force-delivered to 
the agent.
12Press OK
 to accept BUSY (Make Agent Busy) as the Missed Call 
option
or
press LOGOUT
 to select Automatic Logout and press OK.
13Press ® to end the session.
Auto answer:   N
CHNG                      NEXT
Miss call: BUSY
LOGOUT     BUSY       O
K...

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Changing an agent
After you add an agent you can change their properties. You must use this procedure if the system 
times out while you are adding an agent.
The properties you can change for an agent are:
password
display name
priority
supervisor status
auto answer options
missed call options
1Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and 
password,
and then press OK
.
2Press OTHR
.
3Press CC
.
4Press AGENT
.
5Press CHNG
.
6Enter...

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CallPilot 150 Basic Call Center Telephone Administration Guide
11Enter a priority from 1 to 20 for the agent and press OK.
1 is the highest priority.
12Press CHNG
 and press NEXT if you want to change the agent’s 
supervisor status
or
press  NEXT
.
13Press NEXT
 if you do not want calls to be force-delivered to the 
agent
or
press CHNG
 and then NEXT if you want calls to be force-delivered to 
the agent.
14Press O
K to accept BUSY (Make Agent Busy) as the Missed Call...

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Assigning an agent to a skillset
You can assign an agent to one or both skillsets. Each agent is responsible for answering calls for 
the skillsets they are assigned to.
To assign an agent to a skillset
1Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and 
password,
and then press OK
.
2Press OTHR
.
3Press CC
.
4Press  SKILL
.
5Enter the number of the skillset you want to add an agent to and 
press OK
.
6The display shows whether the skillset...

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Assigning several agents to a skillset
You can save time by adding several agents to a skillset at once. Agents that are already assigned to 
the skillset are not added again.
To assign several agents to a skillset
1Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and 
password,
and then press OK
.
2Press OTHR
.
3Press CC
.
4Press  SKILL
.
5Enter the number of the skillset you want to assign...

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Removing agents from a skillset
You can remove an agent from a skillset. When you remove an agent, they are removed from the 
skillset but not from Call Center. You can assign the agent to another skillset.
1Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and 
password,
and then press OK
.
2Press OTHR
.
3Press CC
.
4Press  SKILL
.
5Enter the number of the skillset you want to remove an agent from 
and press OK
.
6The display shows whether the...

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Viewing agents in a skillset
You can review the agents in a skillset.
1Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and 
password,
and then press OK
.
2Press OTHR
.
3Press CC
.
4Press  SKILL
.
5Enter the number of the skillset you want to view and press OK
.
6The display shows whether the skillset is enabled or disabled.
Press NEXT
 to continue.
7Press AGENT
.
8Press VIEW
.
9The display...

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Logging an agent off
1Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and 
password,
and then press OK
.
2Press OTHR
.
3Press CC
.
4Press AGENT
.
5Press 
°. This option does not appear as a display button option.
6Enter the agent’s ID number and press OK
.
7The agent’s name is displayed.
Press OUT
.
8Press ® to end the session.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA         OTHR
Admin
GLIST         CCR          CC
CC Admin
AGENT...