Avaya Contact Center User's Manual
Contents
1. M 23 To play messages in a skillset mailbox unssssssnnnnnnnnnnnnnnnnnnnnennnnnnnnnnnenn nn 25 Intelligent Contact Center Supervisor Guide 4 Task List NN40040 102 Contents Chapter 1 Getting started with Intelligent Contact Center 000055 7 ABDUE Iis UNS Lux dios dE XR oe EEREN AEn rE rj About Intelligent Contact Center llle eee 7 Duas ou cur nina rn rare T PMS GREEN basan acerba Moder a EEE REITEN 7 cumbols and IST CONYONUONG area ee UR dp erred 8 Chapter 2 Intelligent Contact Center Supervisor 000 eee eee eee nen 11 Logging on to Intelligent Contact Center liliis isle 11 Whal agens should Ig ed ae ce sace a CERE RR CR REOR X RR CN ERE MEX E 11 Ling Feste LOUER 2 ranny dar rien er 12 fach pg cal achi s us epo Er iix male xs RE So Rope dpa d 13 Silently monitoring agent calls iss 0 000000 RR RR I RD DS RARE E TEE 13 Using Silent Monitor with Answer DN 000 00 eee n 18 MORE EDS 2225 33e XieeRA S EORR S PEERS PI SPEC Ed Re QN EE E ES 14 About monitoring Sessions ccc cce ae cee ddwen x geh REOR eae Ree RR en 16 Montong SABINE use PE ew e deus eun Sede d cit d 17 Taking some Not Ready UNG sera a aa a an 18 Facer amp Gall urn er ran ra ee 19 ET a aere a cet aac a me an a ee EDEL 20 Programming a memory DUON isses dus RR nennen 20 Menon button IOOICSIOIS ann nike 21 Changing your supervisor password llllslellel nenn 212. Intelligent Intelligent Contact Center Supervisor Guide BCMSO 3 0 CallPilot Document Status Standard Document Version 03 01 Part Code NN40040 102 Date August 2007 NORTEL Copyright Nortel Networks Limited 2005 2007 All rights reserved 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 Trademarks Nortel the Nortel logo and the Globemark are trademarks 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 Task List Getting started with Intelligent Contact Center 7 Intelligent Contact Center Supervisor 000 e eee eee ee eee 11 To log on and monitor agent Calls a 14 ei ea uee E e ee AAT A E E T AAST 17 Tousa Not FY ecnin AEE 18 peA e Ol e ee PI E 20 To programa feature toa memory bulin enn cidade Eas UR e esa RR ER 20 Te change your supervisor passwoOYTG iue esee eue estu xau enar aaa Rant bx RARE susanne 21 TO handie SUPGRASOl FOAUOSIS M
3. and press the programmed memory button to use Supervisor Help For information about how to program a memory button see Programming a memory button on page 20 NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 23 To handle supervisor requests Helr aa IMFO YES HO Helr aa IMFO JOIH 1 Launch Supervisor Help by pressing 810 6 or the F906 memory button on your telephone The display shows the ID of the agent who is requesting help Press VES to accept the agent request for help Or press HO to escalate the request Or press IHF to view the agent name time and date of the request caller ID and caller name of the agent s call The display shows the agent name While you monitor the agent you can press the IMFO key to view the time and date of the request caller ID and caller name of the agent s call You can press the JOIH softkey or the MUTE button on your telephone to join in the call When the help session is complete press to end the session Handling escalated or missed requests When your Supervisor Help LCD indicator is flashing you can retrieve escalated or missed Supervisor Help requests If there are one or more requests Intelligent Contact Center shows all of the requests Escalated requests for calls that are still active are shown first from the oldest to most recent After that missed requests are shown from the oldest to the most recent You can accept the ca
4. oupenisor Heli zucca 400 00 een ar a asian 21 Handling Supervisor help requests 000 0 cece nennen nn 22 Handling escalated or missed requests Hase r Haan s Rr RR aa 23 Checking skillset mailboxes for messages annua e eee nennen nn 25 Updating web page lists for Multimedia Intelligent Contact Center agents 25 Communicating Activity Codes to agents 22 000 cee eee 26 Important considerations about how agents use features lisi 26 Intelligent Contact Center Supervisor Guide 6 Contents NN40040 102 Chapter 1 Getting started with Intelligent Contact Center About this guide The Intelligent Contact Center Supervisor Guide describes how you can use Intelligent Contact Center ICC features as a supervisor or an agent About Intelligent Contact Center Contact Center is an application that handles incoming calls as efficiently and economically as possible Intelligent Contact Center answers calls then routes the calls to agents in a skillset that most closely matches 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 Note Multimedia Contact Center and Reporting for Contact Center may not be available for your contact center Audience This guide is for Contact Center Supervisors Acronyms The following i
5. a memory key unless you want to end your monitoring session NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 17 Monitoring skillsets Use 810 9 Display Waiting Calls to view information about skillsets and the calls waiting in skillsets Display Waiting Calls lets you know when a skillset in your contact center gets very busy You can then ask qualified agents to log on to the busy skillset This table describes the information in each display 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 waiting in the skillset 1 wait 9 45 shows the skillset number and the time of the call waiting longest in the skillset Display Waiting Calls lets you know when a skillset in your contact center gets very busy You can then ask qualified agents to log on to the busy skillset To monitor skillsets 1 Press JQ 0 Q 2 The skillset display for skillset 1 appears Refer to the table below for navigation options On a one line display On a two line display telephone To telephone press press a or GOTO enter the number of the skillset you want to monitor 2 or SKILL monitor the next ena
6. a missed request the prompt aa asked help appears After a missed request is viewed by a supervisor it is not shown to any other supervisor NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 25 Checking skillset mailboxes for messages Frequently check skillset mailboxes for messages Only one person at a time can retrieve messages from each skillset mailbox If different people access the messages in the skillset mailbox throughout the day each person should e listen to the message e write down what the message says erase the message e 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 contact center this agent does not need to transcribe and delete each message before callback This agent handles messages and knows the status of the old messages To play messages in a skillset mailbox 1 Press 9 8 f8 Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 Press PLRV or to listen to your messages For other options refer to the user card for your telephone 3 Press to end the session Updating web page lists for Multimedia Intelligent Contact Center agents Multimedia Intelligent Contact Center agents send web pages to callers If the list of web pages is updated make sure you know where the new list is and t
7. initialize the headset Meridian and Norstar telephones If you use a headset calls ring at the telephone and the headset but calls go to the headset Business Series Terminals If you connect the headset before you connect the telephone cable to the phone jack calls goes to the handsfree speaker If you plug in the telephone before you connect the headset calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button Calls always ring atthe set Every time you reconnect the headset you must initialize the headset Calls always ring at the set T7316e This type of telephone supports Automatic Answer Activity Codes Agents who answer a call on an Answer DN telephone or who use Call Pickup on a call that is ringing at another agent s set cannot enter activity codes Note Activity Codes may not be available for your system NN40040 102
8. same time only one supervisor can monitor the agent While you are on a call do not initiate a monitoring session e Use a headset rather than handsfree to monitor calls This ensures call privacy and reduces the office noise level Check with your Call Center Administrator to make sure you can use a headset with your telephone Note You cannot monitor an agent who is onaconference call using an Answer DN e onanISDN set e on any type of call if the maximum number of conference bridges are being used To log on and monitor agent calls You must be logged on to monitor and answer calls 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 1 2 3 Press Ce JQ 0 4 J Enter your Agent ID and press OK or f Enter your password and press DK or J The default password you enter to log on for the first time or if your password is reset is 0000 If you enter the default password you must change your password Enter a new password from four to eight digits long and press OK Enter your new password again and press Ok Press IH to log on to one or more skillsets that you want to monitor You can monitor only the agents who are logged on to the same skillset as you If IH does not appear you are already logged on to all the skillsets or th
9. Answer feature in a Call Center environment Place the WLAN Handset in the active idle state When the call is received by the WLAN Handset the handset automatically switches to the active off hook state and the call proceeds as normal Note In the active idle state WLAN Handset power consumption increases which causes a decrease in the life of the battery the time before a recharge is required The handset is not normally left in the active idle state except for special situations Place the WLAN Handset in the standby state When the call is received by the WLAN Handset the handset automatically answers the call but cannot maintain the call You must press the Power on Start Call key before the call is dropped after about 5 seconds to maintain the call If you do not press the Power on Start Call key in time the call is dropped The user must end every call by pressing the Power off End Call key to release the system resources Intelligent Contact Center Supervisor Guide 28 Chapter 2 Intelligent Contact Center Supervisor i2002 and i2004 IP telephones If you connect the headset before you initialize the phone calls are heard over the speaker If you initialize the IP telephone before you plug in the headset calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button Calls always ring at the IP telephone Every time you reconnect the headset you must
10. 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 Ce Je 0 8 J For information about how to program a memory button refer to Programming a memory button on page 20 Note While you use Not Ready you still receive non Intelligent Contact Center intercom and transferred calls To use Not Ready 1 Press J 9 0 8 Make Hot Ready appears on the display If you press Ce J 9 0 8 and Break canceled appears on the display you canceled the Break Time that the Call Center Administrator programmed for you You must press Le J 9 0 B again to activate the Not Ready feature If you press e 0 8 and Agent active appears the Not Ready feature was on and you canceled it Press 9 0 B again to activate Not Ready 2 When you are ready to take calls again cancel the Not Ready feature by pressing 8 0 8 If Hot read appears press Q 0 8 again Not Ready is automatically enabled if you do not answer your telephone and if this option is configured in Intelligent Contact 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 th
11. Feature Code Ce J 7 0 and enter the CDN of a skillset to send the call to a skillset e Ifyou are monitoring an agent and they transfer a call you do not continue to hear the call Agents who want to transfer a call to a mailbox should use e 6 J Advise agents not to use Call Forward An agent who uses Call Forward is automatically logged out or made busy depending on their agent settings Agents can use Call Forward to Voicemail Answer DN If you are doing silent or muted monitoring the only way agents should use Answer DN is if they program their portable set to be the Answer DN for their main telephone This is because you will not be able to hear calls that agents answer on their Answer DN You can only hear calls that agents answer from the set they are logged on to If an agent uses their Answer DN telephone to answer a call that is transferred to them Intelligent Contact Center does not recognize the agent as being busy and still sends calls to the agent s main set Agents who log on from a regular telephone and answer Intelligent Contact Center calls using an answer DN key from a portable telephone cannot use Supervisor Help Do Not Disturb Instead of using Do Not Disturb agents must use the Not Ready Feature Code e 9 0 8 If agents use Do Not Disturb they are automatically logged out or made not ready NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 27 Call Forward No An
12. Feature button your present feature session ends Do not press unless you want to end your current feature session Note If you use a digital mobility handset you must press the Feature button twice to end your current feature session If you do not press the Feature Jbutton twice you will not be able to make an outgoing call for two minutes Note Activity Codes may not be available for your system NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 13 Monitoring call activity There are two ways that you can monitor call activity at your contact center e Silently monitoring agent calls on page 13 e Monitoring skillsets on page 17 You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring e Display calls waiting in skillsets 9 0 Q Monitor agent calls 9 0 6 Note To use L 0 6 you must program it to a memory button and press the 9 0 6 memory button to monitor calls For information about how to program a memory button refer to Programming a memory button on page 20 Silently monitoring agent calls When you monitor calls you are a Silent Monitor you are not detected by the agent or callers You monitor all of the calls on an agent s telephone rather than on a call by call basis When the current call is completed the monitoring session of the agent continues You do not have to reestablish the monito
13. arted with Intelligent Contact Center 9 These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word in a special font shown in Psu Command line prompts on display telephones the top line of the display Underlined word in capital letters FLAY Display option Available on two line display shown in the bottom line of a two telephones Press the button directly below the line display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option These text conventions are used in this guide to indicate the information described Convention Description bold Courier text Indicates command names and options and text that you need to enter Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier text Indicates command syntax and system output for example prompts and system messages Example Set Trap Monitor Filters FEATURE HOLD RELEASE Indicates that you press the button with the coordinating icon on whichever set you are using Intelligent Contact Center Supervisor Guide 10 Chapter 1 Getting started with Intelligent Contact Center NN40040 102 11 Chapter 2 Intelligent Contact Center Supervisor Logging on to Intelligent Contac
14. bled skillset or 6 B or 6 or HEXT go to the next skillset 4 or FREI go to the previous menu E go to the next menu cancel the session m Cw exit Using a memory button to monitor calls waiting in skillsets Program a memory button with Q 0 9 to view the status of all skillsets including the skillsets you are logged on to If the memory button you choose has an indicator the indicator shows information for the calls for the skillset you are logged on to e Ifthe indicator is off all of the calls are within the acceptable wait time e Ifthe indicator is flashing slowly at least one call has exceeded the first alert time Intelligent Contact Center Supervisor Guide 18 Chapter 2 Intelligent Contact Center Supervisor e Ifthe 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 Taking some Not Ready time If you use L 0 8 Not Ready you do not receive Intelligent Contact Center calls The Intelligent Contact Center Administrator can program a Break Time which makes Intelligent Contact Center automatically wait a short time before it routes the next call to you You use the Break Time to complete any tasks such as paperwork required by the last call If you need some additional time use Not Ready to prevent Intelligent Contact Center from routing another call to you Do not use the Do Not
15. e break time a lower value and make exceptions on an agent by agent basis Use the CallPilot Manager to configure this feature This feature is not available using the F983 or Telset UI Record A Call With Record A Call Le Q 8 QJ you can record an active telephone call The recorded mes sage is placed in the subscriber s mailbox With appropriate setup the call can also be placed as a wav file in a network location Before you activate Record A Call ask the parties on the call for permission to record the call If you want to change the Record A Call setting select Disabled Announced or Silent from the Record a call drop down list The default setting is Disabled If you want to add or change a network location where the Record a call will be recorded as well as the subscriber mailbox you need to specify the appropriate SFTP destination SFTP destina tions can be specified using Element Manager From the Element Manager click Configuration gt Application Voice Messaging Contact Center to specify the SFTP destinations When a sys tem administrator defines an SFTP folder as a storage location on the network these storage loca tions must be on an SCP server The BCM50 supports OpenSSH 3 7 For more information about Record A Call see the CallPilot Manager Set Up and Operation Guide NN40090 300 or the CallPilot Reference Guide NN40090 100 Intelligent Contact Center Supervisor Guide 20 Chapter 2 Intelligent Contac
16. e indicator shows your busy status as follows e If the indicator is off Not Ready is off e Ifthe indicator is on Not Ready is on e Ifthe indicator is flashing the Break Time feature is on For information about how to program a memory button refer to Programming a memory button on page 20 NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 19 Not Ready Timeout Not Ready Timeout enables the agent who is in the Not Ready state to be automatically placed back in the available state after a pre configured timeout Use the CallPilot Manager to configure this feature This feature is not available using the F983 or Telset UI Manual Not Ready Timeout Manual Not Ready Timeout enables the agent to manually place themselves back in the available state after a pre configured timeout Use the CallPilot Manager to configure this feature This fea ture is not available using the F983 or Telset Ul Audible Notification Interval Audible Notification Interval extends the Not Ready Timeout feature This feature audibly noti fies the agent through the set when they are in the Not Ready state The Not Ready Timeout must be configured for the agent to use this feature Use the CallPilot Manager to configure this feature This feature is not available using the F983 or Telset UI Agent Configurable Break Time Agent Configurable Break Time allows configuration on a per agent basis and allows the contact center to set th
17. ell the agents to update their Favorites For information on how to update and distribute web page lists refer to the Multimedia Contact Center Set Up and Operation Guide For information on how agents update their Favorites tell the agents to refer to the Multimedia Intelligent Contact Center Agent Help Note Multimedia Intelligent Contact Center may not be available for your contact center Intelligent Contact Center Supervisor Guide 26 Chapter 2 Intelligent Contact Center Supervisor Communicating Activity Codes to agents Agents use Activity Codes to allocate calls to one or more activities Ask your Call Center Administrator if your Intelligent Contact Center uses Activity Codes If your Intelligent Contact Center uses Activity Codes ask the Administrator to provide you and your agents with a list of the Activity Codes and to update you if the list of Activity Codes changes Note Activity Codes may not be available for your system Important considerations about how agents use features Call Transfer Agents can use Transfer to transfer a call to another agent another person such as a subject matter expert or send the call back to a skillset e If the agent wants to send the call to a specific agent or another person the agent can enter the Transfer Feature Code Ce 7 0 and enter the extension number e If the agent wants to send the call to a skillset the agent can enter the Transfer
18. enter Yes No Yes No No Yes Yes Yes Yes Yes Intelligent Contact Center Supervisor Guide 12 Chapter 2 Intelligent Contact Center Supervisor Using Feature Codes Contact Center agents and supervisors use Feature Codes to access Intelligent Contact 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 Tell the agents what the Custom Feature Codes are Feature Default Feature Code Custom Feature Code Open mailbox 5 Log on Log off 5 5 5 ES Monitor agent calls 5 5 E 5 Supervisor help Activity Codes not available for BCM50 5 5 O 5 Not Ready B I amp B Display Waiting Calls B 5 5 B Record A Call o 9 8 9 9 B You can program these Intelligent Contact Center Feature Codes to memory buttons Log on Log off eJ amp 8 J Monitor calls e 0 Supervisor help eJ 6 Activity Codes o Display calls waiting in a skillset 2 o e Take some Not Ready time e o For information about how to program a Feature Code to a memory button refer to Programming a memory button on page 20 Note While you are using a feature if you press the
19. ere are no skillsets available Press CHHG until the skillset you want to log on to appears on the display The skillsets that are available are the skillsets that are assigned to you If there is only one skillset available to log on to that you are assigned to you are automatically logged on to that skillset Press OK The display briefly confirms the skillsets that you are logged on to Press You are now logged on and can accept calls like an agent 0 6 To begin monitoring agent calls press the memory button programmed with Ce J 9 After you press 9 0 5 Intelligent Contact Center does not route calls to you Press OK to accept the skillset shown or press HE T or FREI to find the skillset you want to monitor NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 15 10 11 12 13 14 15 Enter the Agent ID of the agent you want to monitor and press OE You can press DIR to find the Agent ID in the Agent directory You can monitor any agent logged into a skillset assigned to you Press IMFO to display the Agent ID number agent name call state and the time in minutes and seconds that the call has been in this state Call states include Idle Not Ready and Break Incall Outcall Browse AnsDN Ringin Press IMFO a second time to display the Agent ID number agent name and monitoring options again Press QBS to monitor an agent If another supervisor is monitorin
20. g the agent the OBS button does not appear At any time you can press the CAHCL button to exit the monitoring session without logging off If the agent has no active call has a call on hold or is on a conference call you hear silence You do not begin to monitor the agent until the agent takes a call takes the call off hold or ends the conference call If you want to join the call press JOIH You can press MUTE to mute your voice while you monitor To end the monitoring session press CHHCL If you want to monitor another agent in the skillset press HEXT until you see the agent you want to monitor and then press DESI Note If you use a digital mobility handset to log on you see your password for approximately one half second before the display changes to xxx Note If you use a digital mobility handset and press the OK button to mute the microphone on the handset the microphone is muted but the softkeys are not updated The digital mobility handset does not signal the Business Communications Manager or Norstar and no softkey update is returned You can program a memory button with Ce P 0 J 4 If the memory button you choose has an indicator the indicator shows your log on status as follows e Ifthe indicator is off you are logged off e Ifthe indicator is on you are logged on If an agent requests help while you are in a monitoring session While you monitor an agent the agent can request Su
21. in conference calls On hold calls If the agent puts a call that you are monitoring on hold you do not hear the call while it is on hold When the agent resumes the call you are automatically monitoring the agent again If an agent puts one call on hold and answers another call you can monitor only the currently active call When the agent switches back to the first call this becomes the active call that you are monitoring Using VoIP telephones Companion sets not available for BCMBO How monitoring works with VoIP telephones depends on how Intelligent Contact Center is set up Ask your Call Center Administrator about monitoring agents who use VoIP telephones If you monitor an agent who uses a VoIP telephone it is possible that noticeable noise can be heard for several seconds when you begin to monitor a call You cannot monitor agents who are logged on to Companion sets ISDN sets You cannot monitor agents who are logged on to ISDN Integrated Services Digital Network sets Maximum number of conference bridges If the maximum number of simultaneous conference bridges are being used when you try to start a monitoring session your display shows No conf avail Transferred calls If you are monitoring an agent and they transfer a call you no longer hear the call Note If at any time during a monitoring session you press a programmed memory key your monitoring session ends Do not press
22. ll by pressing the YES softkey After you accept the request the request no longer appears to other supervisors who are retrieving help requests Their displays show the next escalated request or the first missed request if there are no more escalated requests or No help requests if there are no more missed requests For a missed request the prompt aa aname asked appears and you can retrieve information about the call by pressing the INFO softkey or you can move to the next request by pressing the HEXT softkey Intelligent Contact Center Supervisor Guide 24 Chapter 2 Intelligent Contact Center Supervisor An example of retrieving an escalated request You can program the Supervisor Help feature Ce P 0 6 to a memory button of your telephone and press the programmed memory Ce P 0 6 button to use Supervisor Help For information about how to program a memory button see Programming a memory button on page 20 1 Launch the Supervisor Help feature by pressing 9 0 6 Jor the F906 memory button on your telephone Helr aa 2 The display shows the ID and name of the agent requesting help IM em Hg Press VES to accept the help request Or press IHF to see more information about the request Or press HO to deny the request This escalates the request and the display shows the next help request if there is one 3 When the help session is complete press to end the session For
23. on indicators Memory button indicators are triangular icons that appear beside some memory buttons If you program Intelligent Contact Center features on memory buttons with indicators the indicators show additional information about the feature Changing your supervisor password Keep your password confidential Change your password regularly about every 30 days To change your supervisor password Press 10 Enter your Agent ID and press OE Enter your password and press BK The default password you enter to log on for the first time or if your password is reset is 0000 If you use the default password you must change your password Press BDHIH Enter a new password from four to eight digits long and press OK Your password cannot start with a zero Enter your new password again and press OK Press Note If you use a digital mobility handset to log on you see your password for approximately one half second before the display changes to xxx Supervisor Help With Supervisor Help an agent on a call can request help from you by pressing a programmed feature button The agent can send an urgent request for help without interrupting the call and without the caller being aware of the help request Supervisor Help is for situations where an agent is on a call and urgently requires your help without alerting the caller that you are being called in When you receive a help request you can accept deny or ign
24. ore it A request that is denied or ignored is escalated and a larger group of supervisors is notified of the request You can escalate a request so that it is broadcast to other supervisors who are better able to handle the request If you receive a request while you are not at your telephone your Ce 9 0 6 indicator flashes slowly to inform you of the missed request Intelligent Contact Center Supervisor Guide 22 Chapter 2 Intelligent Contact Center Supervisor If a help request is escalated to you your L 0 6 indicator flashes quickly to inform you of the request If the call for an escalated help request is still active you can accept the request by pressing the Ce P 0 6 Jfeature key You do not have to be monitoring agents at the time but can be answering Intelligent Contact Center calls Note If you use Make Busy e J 9 0 8 you are still available for help requests To use Supervisor Help you must have a memory button programmed with the Supervisor Help feature code Ce P J O 6 The programmed key must have an LCD indicator The memory button can have a distinct bright color so it can easily be distinguished from the other buttons For information about how to program a memory button refer to Programming a memory button on page 20 Handling Supervisor help requests You can program the Supervisor Help feature F906 to a memory button of your telephone
25. pervisor Help If an agent requests help you are automatically selected to help and assumed to have accepted the request When you are done the Supervisor Help session ends and your original monitoring session resumes where it left off Intelligent Contact Center Supervisor Guide 16 Chapter 2 Intelligent Contact Center Supervisor About monitoring sessions Receiving a call on your telephone If you are monitoring an agent and you get a call on your telephone the monitoring session ends if you answer the call When you end your call you can press OBS to reenter the monitoring session with the agent Making a call while monitoring If you make a call while you are monitoring an agent the monitoring session ends and you must begin monitoring using eJ 0 5 to reestablish a monitoring session Ending a session by logging off The session ends if you or the agent are forced to log off or if the agent logs off voluntarily If the agent is on a call at the time of log off but you are still logged on and monitoring the session continues until the call is disconnected or you press CAHCL Conference calls If the agent puts a call that you are monitoring into a conference call you do not hear the call for the duration of the conference call When the agent goes out of conference you are automatically monitoring the agent again NOTE If you want to monitor agents all the time ask agents not to participate
26. ring session You must be logged on before you can monitor calls Note While you monitor an agent s calls you monitor all of their calls including their personal calls Tell agents that if they make a call that they do not want monitored they must first log off as an agent then log on again when they complete the call You must program a memory button with Ce JQ 0 5 and then press the JQ 0 5 memory button to monitor calls If the memory button you choose has an indicator the indicator shows your log on status You do not have Intelligent Contact Center calls sent to you while you use C amp Je 0 5 Using Silent Monitor with Answer DN If you have an Answer DN programmed for your main telephone and you are using Silent Monitor from your main telephone the telephone that you have programmed as your Answer DN telephone rings briefly when e You monitor an agent who is not on a call and the agent answers or places a call e You start to monitor an agent who is on an active call e You monitor an agent who puts a call on hold and answers another call or unholds the original call Intelligent Contact Center Supervisor Guide 14 Chapter 2 Intelligent Contact Center Supervisor Monitoring tips More than one supervisor can log on to the same skillset e An agent can be monitored by only one supervisor at a time Although more than one supervisor can view the same agent s information at the
27. s a list of acronyms used in this guide Table 1 Acronym Description BCM Business Communications Manager CFAC Call Forward All Calls CFB Call Forward on Busy CFNA Call Forward No Answer DN Directory Number DND Do Not Disturb ISDN Integrated Services Digital Network Intelligent Contact Center Supervisor Guide 8 Chapter 1 Getting started with Intelligent Contact Center Symbols and text conventions These symbols are used to highlight critical information for the BCM system Caution Alerts you to conditions where you can damage the equipment j Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to conditions where you can cause the system to fail or work f improperly Note A Note alerts you to important information Tip Alerts you to additional information that can help you perform a task Security note Indicates a point of system security where a default should be changed or where the administrator needs to make a decision about the level of security required for the system Warning Alerts you to ground yourself with an antistatic grounding strap before performing the maintenance procedure 4 Warning Alerts you to remove the BCM main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure Ka NN40040 102 Chapter 1 Getting st
28. swer When an agent s phone is on Call Forward No Answer to the voicemail extension the number of rings for Call Forward No Answer must be less than the number of rings for Transfer Callback Timeout If a call is forwarded by CFNA to another agent and is answered by that agent the original agent who has CFNA setting is made Not Ready or logged out instead of staying idle Multiple calls Agents can handle multiple calls but only one call at atime can be active If an agent has multiple calls the agent does not receive any new calls from a skillset until the agent completes the multiple held and active calls The agent can still receive Answer DN or transfer calls Follow me browsing Multimedia Intelligent Contact Center agents only Follow me browsing does not work with embedded Flash animations If an agent clicks a Flash button the image that is sent to the agent is not displayed to the caller Tell agents that if the page they are sending to the caller contains Flash animations they must tell the caller to display the page by for example clicking the Next button or tell them what item to click on a page to display the next page Note Multimedia Intelligent Contact Center may not be available for your contact center Automatic Answer How Automatic Answer works depends on what type of telephones your contact center uses e WLAN Handset 2210 2211 There are two ways to set up the WLAN Handset 2210 2211 for the Automatic
29. t Center You can log on as a supervisor to monitor or participate in calls between agents and callers You can also log on to a skillset as an agent to have calls routed to you Check with your Call Center Administrator to make sure you are set up as a supervisor You must use a two line display telephone Your telephone must have handsfree mute capability To monitor calls with your voice muted your telephone must have the handsfree mute feature programmed What agents should log on to The Call Center Administrator assigns what type of calls agents can receive Agents can receive voice calls multimedia calls or both The types of calls agents can receive determines whether they must log on to a telephone Multimedia Contact Center on a computer or both Tell your agents what they must log on to depending on the type of calls they can receive Note Multimedia Contact Center may not be available for your Contact Center Table 1 shows what agents should log on to depending on what type of calls they can receive Table 1 Call Types Can you have Can you have hone and Type ofcalls Are you logged Are you logged C h p browser only you can onto a onto Multimedia 9 YOU nave dria Multimedia 5 voice calls Multimedia receive telephone Contact Center ContactCenter Contact Center 3 3 calls calls No No No No No Voice Yes No Yes No No No No No No No Multimedia No Yes No No Yes Contact C
30. t Center Supervisor Logging off Log off when you complete your shift or will be away from your telephone for an extended period Press OUT If OUT does not appear you are not logged on to any skillsets To log off 1 Press 10 2 Enter your Agent ID and press OE or J 3 Enter your password and press OK or J 4 5 Press CHHG 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 Press OK You are logged off from the skillset number displayed or from all skillsets if ALL is displayed Press 48 Programming a memory button You can program memory buttons for one touch access to Intelligent Contact Center features We recommend that you program memory buttons for Log on Log off 9 0 Monitor calls JJ a Supervisor Help e 0 6 Not Ready Jo Display Waiting Calls 9 Activity Codes e JQ J 0 7 If available for your system You cannot assign features to Line Intercom Answer or Handsfree Mute buttons To program a feature to a memory button 1 Press GJ 2 Press the memory button that you want to program 3 Press e 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 NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 21 Memory butt
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