Nortel Call Pilot Call Center Instructions Manual

							Part No. P0919437 03
Call Center
Agent Guide 
						

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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 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. 
						

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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 periodic announcements and informative messages.
Other guides
About Call Center page 3
Logging on to Call Center page 4
Logging on to Multimedia Call Center page 5
What you should log on to page 5
Logging off Call Center page 6
Changing your agent password page 7
Using Feature Codes page 8
Programming a memory button page 11
Other Call Center features page 12
Features not to use while you are logged on page 13
Skillset mailboxes page 14
For information about Refer to
using your telephone your telephone user card
using CallPilot • the 
CallPilot Reference Guide
the CallPilot Quick Reference Card for your 
telephone interface
Call Center supervisors the 
Call Center Supervisor Guide
Multimedia Call Center Multimedia Call Center online Help 
						

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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.
3Enter your password and press OK
 or£.
The first time you log on, or when you log on after your password has been reset, enter the default 
password, 0000. If you enter the default password, you must create a new password.
4Press IN
 to log on to one or all skillsets. If IN does not appear, you are already logged on to all the 
skillsets, or there are no skillsets available.
5If you are a Multimedia Call Center agent, the prompt Also log in to VB appears. Press OK
.
6Press CHNG
 until the skillset that you want to log on to appears on the display. If you log on to all of the 
skillsets, you are logged on to all the skillsets that you are assigned to. If there is only one skillset 
available to log on to, you are automatically logged on to that skillset.
7Press OK
. You are logged on to the skillset number displayed, or all of the skillsets if ALL is displayed.
Logging on from a one line display telephone
When you log on from a one line display telephone you also log on to all skillsets to you are assigned to.
1Press 

·‚›.
2Enter your Agent ID and press £.
Your Call Center Administrator can tell you your Agent ID.
3Enter your password and press £.
The first time you log on, or when you log on after your password has been reset, enter the default 
password, 0000. If you enter the default password, you must create a new password.
4Your agent name and Logged into all appears on the display to show that you are logged on to all of 
the skillsets you are assigned to. If Logged out all appears, repeat steps 1 through 3 to log on.
5If you are a Multimedia Call Center agent, the prompt Also log in to VB appears. Press £.
Note: If you use a Companion 3060 telephone, there are no indicators, and the display does 
not show that you are logged on or the skillsets that you are logged on to. 
						

							  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 Help.
If you are taking voice and browser calls
Log on to your telephone the same way you do as a Call Center agent, and then start Multimedia Call 
Center on your computer.
What you should log on to
Ask your Call Center Supervisor whether you can receive only voice calls, only Multimedia Call Center 
calls, or both voice and Multimedia Call Center calls.
This table shows what you should log on to, depending on what type of calls you can receive.
Type of calls 
you can 
receiveAre you logged 
onto a 
telephone?Are you logged 
onto Multimedia 
Call Center?Can you have 
voice calls?Can you have 
phone and 
browser 
Multimedia Call 
Center calls?Can you 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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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 the display. If you are logged on to 
only one skillset, that skillset is automatically selected.
6Press OK
.
7You are logged off from the skillset number displayed, or from all skillsets if ALL is displayed.
Logging off from one line display telephone
When you log off from a one line display telephone you are also automatically logged off from all the 
skillsets you are logged on to.
1Press 

·‚›.
2Enter your Agent ID number and press £.
3Enter your password and press £. Logged out appears on the display to show you are logged off 
from all skillsets. 
						

							  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 skillset press IN
 to log on.
If you are assigned to more than one skillset enter the number of the skillset, or press ALL
, and then 
press OK
.
5Press NEXT
.
6Press Admin
.
7Enter a new password that is from four to eight digits long and press OK
 or £.
8Re-enter your new password and press OK
 or £. Password changed is briefly displayed.
9Press 
.
Changing your password from a one line display telephone
1Press 
·‚›.
2Enter your Agent ID and press £.
Your Call Center Administrator can tell you your Agent ID.
3Enter your password and press £.
Your log on status changes from Logged on to Logged off or Logged off to Logged on.
4Press › within the next five seconds.
5Enter your new password and press £.
6Re-enter your new password and press £. Password changed is briefly displayed.
7Your original log on status appears. 
						

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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 button refer to “Programming a memory button” on page 
11.
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.
Log on 

Use 
·‚› to log on to Call Center and the skillsets you are assigned to. 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 11.
Feature Default Feature Code Custom Feature Code
Open mailbox

 
						
Log on/Log off
 
						
Not Ready
 
						
Display Waiting Calls
 
						 
						

							  Call Center Agent Guide    9
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 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 11.
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. 
						

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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 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 memory button with an indicator instead of 
pressing 

·‚°.
For how to program a memory button, refer to “Programming a memory button” on page 11.
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, if Not Ready 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 11.