Nortel Call Pilot Call Center Instructions Manual

Part No. P0919437 03
Call Center
Agent Guide 

2
P0919437 03
Call Center Agent 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...

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Call Center Agent Guide
Call Center Agent Guide
This guide explains how agents use Call Center. The topics covered in this guide are:
About Call Center
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 meets 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...

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P0919437 03
Logging on to Call Center
Log on to Call Center so that calls can be routed to you. You cannot log on if the maximum number of 
agents is logged on, if you are logged on to another telephone, or if someone else is logged on to your 
telephone. You can log on only to skillsets that you are assigned to.
Logging on from a two line display telephone
1Press 
·‚›.
2Enter your Agent ID and press OK
 or £.
Your Call Center Administrator can tell you your Agent ID....

  Call Center Agent Guide    5
Call Center Agent Guide
Logging on to Multimedia Call Center
If you are taking only voice calls
Log on to your telephone the same way you do as a Call Center agent.
If you are taking only text calls
On your computer, click the Start button, point to Programs, point to Nortel Networks, point to 
Multimedia Call Center and click Agent Notification. The Agent Notification page appears. Log on to 
Multimedia Call Center.
For information about using Multimedia Call Center, click...

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Logging off Call Center
When you are finished for the day or will be away from your telephone for an extended period, log off to 
stop calls from being routed to your telephone.
Logging off from a two line display telephone
1Press 
·‚›.
2Enter your Agent ID and press OK
 or £.
3Enter your password and press OK
 or £.
4Press OUT
. If OUT does not appear, you are not logged on to any skillsets.
5Press CHNG
 until the skillset you want to log off from appears on...

  Call Center Agent Guide    7
Call Center Agent Guide
Changing your agent password
Your Agent ID and password give you access to the skillsets you are assigned to. Keep your password 
confidential. Change your password on a regular basis, approximately every 30 days.
Changing your password from a two line display telephone
1Press 
·‚›.
2Enter your Agent ID and press OK
 or £.
Your Call Center Administrator can tell you your Agent ID.
3Enter your password and press OK
 or £.
4If you are assigned to one...

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Using Feature Codes
You 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.
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...

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Call Center Agent Guide
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...

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Not Ready 

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