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 use Feature Codes to access Enterprise Edge Call Center features. This card 
shows the default Feature Codes. Enterprise Edge Call Center can also use Custom 
Feature Codes. If the Feature Codes shown do not access the feature, check with your 
System Administrator to see if your system uses Custom Feature Codes.
The table below shows the default Feature Codes. It also provides space to record the 
Custom Feature Codes. Custom Feature Codes are only required if the default 
Feature Codes are already in use. The Custom codes are assigned automatically by 
Enterprise Edge.
Logging onYou must log on as an agent before calls are routed to you. 
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
.
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 forces you to change your password.
4. Press 
IN
.
Note: If 
IN
 does not appear, you are already logged on to all the ACD queues or 
there are no ACD queues available.
5. Press 
CHNG
 until the ACD queue you want to log on to (All, 1 or 2) appears on the 
display.
Note: If there is only one ACD queue available to log on to, you are automatically 
logged on to that ACD queue.
6. Press 
OK
.
7. Press 
¨. Feature Default feature codes Custom codes
Open mailboxÄá¡ÚÄá ___ ___
Log on/offÄáâÝÄá ___ ___
Make BusyÄáâ¡Äá ___ ___
Queue statusÄáâáÄá ___ ___ 
						

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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 forces you to change your password.
4. The agent’s name and 
Logged into all appears on the display indicating you are 
logged on to all the ACD queues.
Note: If 
Logged out all appears, repeat steps 1 to 3 to log on.
Memory button
To provide easy, one button access to the Log on feature, program a memory button 
with the Log on Feature Code. If the memory button you choose has an indicator, the 
indicator will show your log on status. 
• If the indicator is off, you are not logged on.
• If the indicator is on, you are logged on.
How to program a memory button is described at the end of this card.
Logging off When you are finished for the day or will be away from your telephone for an extended 
period, you need to log off to stop calls from being routed to your telephone.
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 
OUT
. 
Note: If 
OUT
 does not appear, you are not logged on to any ACD queues.
5. Press 
CHNG
 until the ACD queue you want to log off of (All, 1 or 2) appears on the 
display.
Note: If you are logged on to only one ACD queue, that ACD queue is automatically 
selected.
6. Press 
OK
.
7. Press
 ¨.
Using a single-line display telephone
When using a single-line display telephone, you log off of all ACD queues.
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 
£.
4. The agent’s name and 
Logged out all appears on the display indicating you are 
logged off of all the ACD queues.
Note: If
 Logged into all appears, repeat steps 1 to 3 to log off. 
						

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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 your new password (four to eight digits in length) and press 
OK
.
6. Enter your new password again and press 
OK
.
7. Press 
¨.
Using a single-line display telephone
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 (four to eight digits in length) and press 
£.
Your log on status is changed from Logged on to Logged off or Logged off to Logged 
on.
4. Press 
Ý.
You must press 
Ý within five seconds of your log on status changing. 
5. Enter your new password and press 
£.
6. Enter your new password again and press 
£.
7. Repeat steps 1 to 3 to return to your original log on status.
Transferring 
calls When you receive a call from someone who needs to talk to a specific person or has 
been routed to the wrong ACD queue, you can transfer the call.
1. Press 
Äàâ (or 
TRANSFER
 on two-line display telephones).
2. Enter the extension of the person or ACD queue.
3. Press 
¨ (or 
OK
 on two-line display telephones).
Make BusyAfter you have finished handling a call, Enterprise Edge Call Center may be 
programmed to wait a short time (called the Busy Timeout) before routing the next call 
to you. During this time you can complete any paperwork required by the last call. If the 
work resulting from a call requires extra time to complete, use the Make Busy Feature 
Code to prevent Enterprise Edge Call Center from routing another call to you.
You can activate Make Busy while a call is ringing on your telephone. The call that was 
ringing on your telephone is placed back in the ACD queue. 
1. Press 
Äáâ¡.
Busy enabled appears on the display.
If 
Wrap canceled appears, the Post call wrap up time is canceled by entering the 
Make Busy Feature Code. Press 
Äáâ¡ again to activate the Make 
Busy feature. 
If 
Agent active appears, the Make Busy feature was already on and was 
canceled by entering the Make Busy Feature Code. Press 
Äáâ¡ 
again to activate the Make Busy feature. 
2. Cancel the Make Busy feature when you are ready to take calls again.
Note: Make Busy is automatically enabled when you do not answer your telephone. 
						

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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 described at the end of this guide.
Cancel Make 
BusyWhen you use the Make Busy Feature Code, Enterprise Edge Call Center stops routing 
calls to your telephone. When you are ready to receive calls again, you must cancel the 
Make Busy feature.
1. Press 
Äáâ¡.
Agent active appears on the display.
If 
Busy enabled appears, press 
Äáâ¡ again.
Viewing the 
ACD queue 
statusUse the Queue Status Feature Code to view information about the ACD queue and the 
calls waiting in the ACD queue. The table below describes the information each display 
provides.
To view the queue status:
1. Press 
Äáâá.
The Queue display for Queue 1 appears.
2. On the dialpad, press the queue number you want to view.
The Queue display for the queue number you entered appears.
On single-line display telephones, the display changes to the next display every five 
seconds. After the four displays appear, the Queue Status feature exits.
On two-line display telephones, two display buttons appear on the second line of the 
display. Press 
QUEUE
 to view information about the next ACD queue. Press 
NEXT to 
view the next Queue Status display. Press 
¨ to exit. Display Information provided
Queue 1: EnabledThe Queue display shows the queue number and the status 
of the ACD queue. The status can be Enabled, Disabled or 
Uninit (uninitialized).
1: 6 agentsThe Agents display shows the queue number and the 
number of agents currently logged onto that ACD queue.
1: 10 callsThe Calls display shows the queue number and the number 
of calls currently in the ACD queue.
1: wait 9:45 The Wait display shows the queue number and amount of 
time the oldest call has been waiting in the ACD queue. The 
wait time appears in minutes and seconds.  
						

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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 is flashing quickly, at least one call in the ACD queue has exceeded the 
acceptable wait time.
How to program a memory button is described at the end of this guide.
Retrieving 
messages from 
the ACD Queue 
MailboxEach queue in Enterprise Edge Call Center has an ACD Queue Mailbox assigned to it. 
The ACD Queue Mailboxes collect any messages left by the customers using the ACD 
queue. These mailboxes should be checked on a regular basis to ensure that customer 
messages are responded to promptly. 
To retrieve a message from the ACD Queue Mailbox:
1. Press 
Äá¡Ú.
2. If 
Log: appears, enter the ACD Queue Mailbox number and password.
If 
Pa s s w o r d : appears, press 
OTHR
 or 
¥ and then enter the ACD Queue Mailbox 
number and password.
If you do not know the ACD Queue Mailbox number or password, ask your System 
Administrator.
3. Press 
OK
 or 
£.
4. Press 
PLAY
 or Û to listen to the new messages.
For more details about using the ACD Queue Mailbox, ask your System Administrator.
Programming 
memory 
buttonsYou can program memory buttons for one-touch access to Enterprise Edge Call Center 
features. To program a feature on a memory button:
1. Press 
Ä¥Ü.
2. Press the memory button that you want to program.
3. Press 
Ä and enter the feature code.
You cannot assign features to line, intercom, Answer or Handsfree/Mute buttons.
Memory button indicators
Memory button indicators are triangular shaped icons (
ö) that appear beside some 
memory buttons on Enterprise Edge telephones. If you program Enterprise Edge Call 
Center features on memory buttons with indicators, the indicators provide additional 
information about that feature. 
						

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