Nortel Call Pilot Call Center Instructions Manual

							  Call Center Agent Guide    11
Call Center Agent Guide
Programming a memory button
You can program memory buttons for one-touch access to Call Center features. You can program memory 
buttons for the Log on 

·‚›, Not Ready 
·‚° and 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. 
						

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Other Call Center features
Using Automatic Answer
If you have Automatic Answer enabled, you can use handsfree to answer calls. An audible tone tells you 
that you have an incoming call. Ask your Call Center Administrator if you have Automatic Answer 
enabled. Handsfree calls are convenient and time saving because you do not have to use the handset or 
press buttons on your telephone. If you use Automatic Answer, be sure to activate the Not Ready feature 
before you leave your desk so that callers are not routed to your telephone when you are away.
Transferring calls
If you have a caller who needs to talk to another person or is routed to the wrong skillset, you can transfer 
the call. Do not use the Call Park feature.
Transferring a call
1Press 
‡‚, or TRANSFER on a two line display telephone.
2Enter the extension of the person or skillset.
3Press 
or JOIN on a two line display telephone.
Viewing call information
Your telephone display shows information about your current call. Information about Multimedia Call 
Center calls is not displayed.
Viewing call information
While you are on a call, you can press the INFO softkey to display:
 the skillset the call came from*
 the telephone number the caller is calling from
 the caller name
 Dialed Number Identification Service (DNIS) information
 how long the call has been waiting*
 the skillsets you are logged on to*
 whether you are logged on or off*
 whether your telephone is idle or on a call*
 the line the call came in on
*available depending on how your Call Center is configured 
						

							  Call Center Agent Guide    13
Call Center Agent Guide
Features not to use while you are logged on
Call Park
Instead of using Call Park to transfer a call to another agent or send the call back to a skillset:
 to send the call to a specific agent, enter the Transfer Feature Code (

 and enter the agent’s 
extension number
 to send the call to a skillset, enter the Transfer Feature Code (

and enter the mailbox 
number of a skillset to send the call to a skillset
Call Forward
Do not use Call Forward (
 or 
) to forward calls.
Call Pickup
Do not use Call Pickup to retrieve a call that is ringing on another agent’s phone.
Instead:
 let the call ring at the agent’s phone until the number of rings for Transfer Callback Timeout is reached
or
 enter the Not Ready Feature Code (

 on the other agent’s phone
Do Not Disturb
Instead of using Do Not Disturb, use the Not Ready Feature Code (

Call Forward No Answer
You can use Call Forward All Calls, Call Forward No Answer, and Call Forward on Busy only to the 
voicemail extension.
Answer DN
Do not use the Answer DN feature for any set that you are using as a Call Center agent.
Conference calls
Do not participate in conference calls while you are logged onto Call Center. 
						

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Skillset mailboxes
Each skillset has a skillset mailbox assigned to it. Skillset mailboxes store messages left by callers. Check 
these mailboxes on a regular basis to ensure that customer messages are responded to promptly.
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 message to another agent. If only one 
agent retrieves the messages at your call center, they do not need to transcribe and delete each message 
before callback. This agent knows the status of the old messages.
Playing messages in a skillset mailbox
1Press 
.
Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.
2Press PLAY
 or to listen to your messages.
For other options, refer to the user card for your telephone, the CallPilot Reference Guide, or the Call 
Center Set Up and Operation Guide.
3Press 
 to end the session.