Nortel Enterprise Edge Call Center Instructions Manual

1-800-4 NORTEL
www.nortelnetworks.com
© 1999 Nortel Networks
P0908539 Issue 01
Enterprise Edge Call Center
Agent User Guide 

P0908539 Issue 01
Enterprise Edge Call Center Agent User Card
Enterprise Edge Call Center is an automatic call distribution (ACD) system designed 
to assist you in handling incoming calls. Enterprise Edge Call Center answers 
incoming calls and routes the calls to agents. If there are no agents available, the calls 
are placed in an ACD queue and receive periodic announcements while waiting for an 
agent to become available.
This card describes the features that are used by an ACD agent.
Feature CodesYou...

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Using a single-line display telephone
When you log on using a single-line display telephone, you log on to all ACD queues at 
once.
1. Press 
ÄáâÝ.
2. Enter your Agent ID number and press 
£.
This is a number from 1 to 20 that is given to you by your System Administrator.
3. Enter your password and press 
£.
The default password you enter to log on for the first time, or after your password has 
been reset, is 0000. When you use the default password, Enterprise Edge Call 
Center...

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Changing your 
password Your Agent ID and password provide you with access to the ACD queues. For this 
reason you should keep your password confidential. You should also change your 
password on a regular basis (approximately every 30 days).
Using a two-line display telephone
1. Press 
ÄáâÝ.
2. Enter your Agent ID number and press 
OK
.
This is a number from 1 to 20 that is given to you by your System Administrator.
3. Enter your password and press 
OK
.
4. Press 
Admin
.
5. Enter...

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Memory button
To provide easy, one button access to the Make Busy Feature Code, program a 
memory button with the Make Busy Feature Code. If the memory button you choose 
has an indicator, the indicator will show your busy status. 
• If the indicator is off, the Make Busy feature is off.
• If the indicator is on, the Make Busy feature is on.
• If the indicator is flashing, the Busy Timeout feature is turned on by Enterprise Edge 
Call Center.
How to program a memory button is...

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Memory button
To provide easy, one button access to the Queue Status feature, program a memory 
button with the Queue Status Feature Code. If the memory button you choose has an 
indicator, the indicator shows the status of the calls for the ACD queue you are logged 
in 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 in the ACD queue has exceeded the 
marginal wait time.
• If the indicator...

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