Avaya Contact Center User's Manual
Contents
1. Contact Center Agent Guide BCM 4 0 CallPilot Document Status Standard Document Version 02 Part Code N0060619 Date June 2006 NORTEL Copyright O Nortel Networks Limited 2006 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 E A 7 Contact Center Agent Guide 11 To log on from a two line display telephone ooonncccccononnccncnnnoncncncnnnnnencnnnnnncnnnnnnannos 11 To log on from a one line display telephone 12 TO l g an if you are Taking only voice Sl conocia rt 12 To log on if you are taking only browser calls essen 12 To log on if you are taking voice and browser calls sssssssssrssrressrirnersrrnrenrrrnnnssrnnnnne 12 To log off from a two line display telepho2. Another actu 4 You can press VES to enter another Activity Code or press HO or VES ES HU RLS to end the 9 0 amp session You can enter a maximum of 5 Activity Codes during a F907 session You can have multiple F907 sessions during a call and one session after the call ends Note Ask your Contact Center supervisor for the list of Activity Codes 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 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 Contact Center Agent Guide 18 Chapter 2 Contact Center Agent Guide To Display Waiting Calls 1 Press Le 0 e The skillset display for skillset 1 appears On a one line display telephone press On a two line display telephone press To m or GOTO enter the number of the skillset you want to monitor 2 or SKILL monitor the next enabled skillset or 6 or 6 or H
3. Center Agent Guide Supervisor Help With Supervisor Help you can request help from a supervisor while you are on a call by pressing a programmed feature button You can send an urgent request for help without interrupting the call and without the caller being aware of your help request Note Whether you can use Supervisor Help depends on the system your Contact Center uses Ask your supervisor whether you can use Supervisor Help Supervisor Help is for situations where you are on a call and urgently require the help of a supervisor without alerting the caller that a supervisor is being called in It is not intended for routine consultations or when you are not on a Contact Center call You must be logged on to Contact Center and on a Contact Center call to use Supervisor Help To use Supervisor Help you must have a memory button programmed with the Supervisor Help Feature Code F906 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 Activity Codes You use Activity Codes to allocate calls to certain activities You can press Ce 9 0 7 to start an Activity Code session anytime during or after the call until your Break Time ends Note Activity Codes may not be available for your system Ente
4. does not recognize you as being busy and still sends calls to your main set Agents who log on from a regular telephone and answer Contact Center calls using an answer DN key from a portable telephone cannot use Supervisor Help F906 N0060619 Chapter 2 Contact Center Agent Guide 25 Do Not Disturb Instead of using Do Not Disturb use the Not Ready Feature Code e JR 0 8 J If you use Do Not Disturb you are automatically logged out or made Not Ready Follow me browsing Multimedia Contact Center agents only Follow me browsing does not work with embedded Flash animations If you click a Flash button the image that you see is not displayed to the caller If the page you are sending to the caller contains Flash animations you must explain to the caller how to display the page by for example clicking the Next button or telling them what item to click on the page to display the next page Note Multimedia Contact Center may not be available for your Contact Center 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 mailbo
5. skillset N0060619 Chapter 2 Contact Center Agent Guide 19 It is recommend that you program a memory button with an indicator instead of pressing e 9 0 8 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 Contact Center intercom and transferred calls To use Not Ready 1 Press 2 9 0 8 Make Not 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 Contact Center Administrator programmed for you You must press Ce 9 0 B again to activate the Not Ready feature If you press 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 Cancel the Not Ready feature by pressing E J 0 8 when you are ready to take calls again If Hot read appears press 9 0 8 again Not Ready is automatically enabled if you do not answer your telephone if Not Ready is configured in 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 the indicator shows your busy status e Ift
6. your password from a two line display telephone 1 2 Press Ce J 0 4 Enter your Agent ID and press OK or J Your Contact Center Administrator can tell you your Agent ID Enter your password and press OK or Press Admin Enter a new password that is from four to eight digits long and press OK or Your password cannot start with a zero Re enter your new password and press OK or 4 Password changed is briefly displayed 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 To change your password from a one line display telephone 1 2 Press eJ 9 0 4 Enter your Agent ID and press Your Contact Center Administrator can tell you your Agent ID Enter your password and press Your log on status changes from Logged on to Logged off or Logged off to Logged on Press within the next five seconds Enter your new password and press f Your password cannot start with a zero Re enter your new password and press Password changed is briefly displayed Your original log on status appears N0060619 Chapter 2 Contact Center Agent Guide 15 Using Feature Codes You use Feature Codes to access Contact Center features The default Feature Codes are shown below Your Contact Center Administrator can program Custom Feature Codes that you use instead If you use Custom Featu
7. EXT go to the next skillset A or PREM go to the previous menu E go to the next menu cancel the session m m exit Using Display Waiting Calls with amemory button Program a memory button with Q 0 9 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 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 primary alert time e Ifthe indicator is flashing quickly at least one call in the skillset has exceeded the secondary alert time The Contact Center Administrator sets what the alert times are For information about how to program a memory button refer to Programming a memory button on page 20 Not Ready If you use Not Ready you do not receive calls Your Contact Center Administrator can also program a Break Time which makes Contact Center automatically wait a short time before it routes the next callto 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 Contact 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
8. 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 Contact 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 How Automatic Answer works depends on what type of telephones your Contact Center uses WLAN Handset 2210 2211 There are two ways to set up the WLAN Handset 2210 2211 for the Automatic 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 I
9. ention 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 Contact Center Agent Guide 10 Chapter1 Getting started N0060619 11 Chapter 2 Contact Center Agent Guide Logging on to Contact Center Log on to Contact 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 To log on from a two line display telephone Press Ce JQ 0 4 2 Enter your Agent ID and press OK or Your Contact Center Administrator can tell you your Agent ID 3 Enter 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 4 Press IH to log on to one or all skillsets If IH does not appear you are already logged on to all
10. f 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 12002 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 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 at the set Every time you reconnect the headset you must initialize the headset Calls always ring at the set T7316e This type of telephone is safe to use for Automatic Answer Contact Center Agent Guide 22 Chapter 2 Contact Center Agent Guide Transferring calls If you have a caller who needs to talk to another person or is routed to the wrong skillset you ca
11. he indicator is off Not Ready is off 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 Contact Center Agent Guide 20 Chapter 2 Contact Center Agent Guide Programming a memory button You can program memory buttons for one touch access to Contact Center features You can program memory buttons for Logon e Q 0 Supervisor Help eJ 6 Not Ready e o e Activity Codes 9 0 7 If itis available for your system Display Waiting Calls 9 0 6 You cannot assign features to Line Intercom Answer or Handsfree Mute buttons Note Activity Codes may not be available for your system To program a feature to a memory button Press Press Press A N RB the memory button that you want to program 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 that appear beside some memory buttons If you program Contact Center features on memory buttons with indicators the indicators show additional information about the feature N0060619 Chapter 2 Contact Center Agent Guide 21 Other Contact Center features Using Automatic Answer
12. hone for an extended period log off to stop calls from being routed to your telephone To log off from a two line display telephone a A OO N Press 10 Enter your Agent ID and press OE or J Enter your password and press OK or Press QUT If OUT does not appear you are not logged on to any skillsets 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 v To log off from a 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 1 2 3 Press e amp Enter your Agent ID number and press Enter your password and press i If you are logged on to multiple skillsets Lodged out all appears on the display to show you are logged off from all skillsets Or if you are logged onto one skillset Logged out xx appears where xx is the skillset you were logged on to Press Contact Center Agent Guide 14 Chapter 2 Contact 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 To change
13. k 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 K Warning Alerts you to remove the BCM main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure Ka N0060619 Chapter 1 Getting started 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 Conv
14. n transfer the call Do not use the Call Park feature To transfer a call 1 Press 0 or TRANSFER on a two line display telephone 2 Enter the extension of the person or skillset 3 Press 8 or JOIN on a two line display telephone N0060619 Chapter 2 Contact Center Agent Guide 23 Viewing call information Y our telephone display shows information about your current call While the call is ringing the display shows the skillset the call came from If your Contact Center is configured to show the Caller ID first the Caller ID is shown briefly followed by the Skillset name When you answer a call the display shows the Caller ID of the caller While you are on a call you can press the INFO softkey to display e the telephone number the caller is calling from the caller name e the line the call came in on Silent Monitor Contact Center Supervisors have the ability to silently monitor your calls including personal calls If you make a call that you do not want to be monitored first log off as an agent then log on again when you complete your call For example you may want to log off before you check your personal voice mailbox messages so the supervisor cannot listen to them Contact Center Agent Guide 24 Chapter 2 Contact Center Agent Guide Important considerations about using features Activity Codes Agents who answer a call on an Answer DN telephone or use Call Pickup on a call that is ringing a
15. ne uus440ussnnnnnnnnnnnnnnnnnnennnnnnnnnnnnnnnen 18 To log off from a one line display telephone mes scana een 13 To change your password from a two line display telephone 14 To change your password from a one line display telephone sss 14 Te have an Activity Code SESSION kennen 17 To Display Waiting Call essen eg ee 18 THIS elu M tics 19 To programa feature to a memory buflan nen 20 a T 22 To play messages in a skillset Mailbox u ea re o ae ada 25 Contact Center Agent Guide 4 Task List N0060619 Contents Chapter 1 Getting starled iocorooccrisicrcarraarer correr sess rr 7 Aout TRIS guia s re AA ADA AA AA T About Contact CDI csc aaa xa ataca se Ek e SR Da ae e AUR ERA da RUE i ORALE A RKCRGE al 7 TS ER EEEE EEE 7 Symbols and text conventions un usa ae AA eee 8 Chapter 2 Contact Center Agent Guide 11 Logging of to Contact Canter u ee da 11 Logging on to Multimedia Contact Center 12 Wha YOu SAG OO DD I aca 13 Logging of Contact Center sujet ias dis 13 Changing your agent password 14 Using Feature Codes oct crea e ce are e rr e e OR ad 15 LORA AAA 15 SUDBREBSTHR Dani 16 POU COURS eu u 16 Display Wating Calle ss ns E sie ai an 17 Nana nissan E AA AAA E 18 Programming a memory DOUOI ius e no e e e RR EROR CR Rer Eee RR RR 20 Other Con
16. r Activity Codes early in your Break Time to ensure that Contact Center records them If your Activity Code sessions are prompted and you have not entered an Activity Code by the end of the call your telephone display automatically prompts you to enter Activity Codes It is recommend that you program a memory button with e a 0 7 For information about how to program a memory button see Programming a memory button on page 20 If your Activity Code sessions are prompted and you park and page a call after you park the call an Activity Code session will not automatically appear on your telephone If you want to enter an Activity Code for the call you can do it during your Break Time by pressing 9 Jt J The BIP session remains on your telset for 2 minutes unless you enter an Activity Code or release the JOJ session N0060619 Chapter 2 Contact Center Agent Guide 17 To have an Activity Code session 1 During or after a call anytime until your Break Time ends press Q 0 7 to start a session If you are prompted to enter Activity Codes the pb session starts automatically Activita Id 2 Enter an Activity Code number and press OK RETR OK Sales support 3 The Activity Code name is displayed in this example Sales PETEN Es support Press K to confirm this is the correct Activity Code or ress E o return to the display on step 2 p FETE to return to the display tep 2
17. re Codes you can record them in the spaces below Feature Default Feature Code Custom Feature Code Open mailbox R ej Log on Log off Ce J0 0 e 9g Supervisor Help e 0 6 J gel __ cim Dnon c Not Ready Ce J0 8 e g Display Waiting Calls eJ0 8 J o You can program these Contact Center Feature Codes to memory buttons 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 Feature button your present gt 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 e button twice to gt 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 Log on Use B 0 4 to log on to Contact 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 e Ifthe indicator is off you are not logged on e Ifthe indicator is on you are logged on For information about how to program a memory button refer to Programming a memory button on page 20 Contact Center Agent Guide 16 Chapter 2 Contact
18. t another agent s set cannot enter Activity Codes Note Activity Codes may not be available for your system Call Transfer You 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 To send the call to a specific agent or another person enter the Transfer Feature Code Le 7 0 and enter the extension number For more information on transferring a call refer to Transferring calls on page 22 To send the call to a skillset enter the Transfer Feature Code 12 7 0 and enter the CDN ofa skillset If you want to transfer a call to a mailbox use e 8 6 amp Call Forward Do not use Call Forward If you use Call Forward you are automatically logged out or made busy depending on your agent settings Do not use Call Forward All Calls to an external number If you Call Forward All Calls to an external number the calls are disconnected You can use Call Forward to the voicemail DN Call Forward No Answer CFNA If you forward a call by CFNA to another agent and the call is answered by that agent because of your CFNA setting you are made Not Ready or logged out instead of staying idle Answer DN The only way you should use Answer DN is if you program your portable setto be the Answer DN for your main telephone If you use your Answer DN telephone to answer a call that is transferred to you Contact Center
19. tact Center features n cee oe kee ana Aa 21 Using Automatic Answer iussus eee erase eee ARA 21 Tis BI ng CANS s viu Ciel iy qe CR UR AAA 22 Viewing call information rasen 23 Silent MONOE 22e 22 mass rein 23 Important considerations about using features 24 cul cua leo serra ei 25 Contact Center Agent Guide 6 Contents N0060619 Chapter 1 Getting started About this guide The Contact Center Agent User Guide explains how agents use Contact Center About Contact Center Contact Center is an application that handles incoming calls as efficiently and economically as possible Contact 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 Audience This guide is for Contact Center Agents It is possible that not all features in this guide are available for your Contact Center Please check with your supervisor for feature availability Contact Center Agent Guide 8 Chapter 1 Getting started Symbols and text conventions These symbols are used to highlight critical information for the BCM system a Caution Alerts you to conditions where you can damage the equipment A Danger Alerts you to conditions where you can get an electrical shoc
20. the skillsets or there are no skillsets available 5 Press CHHG 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 6 Press OK You are logged on to the skillset number displayed or all of the skillsets if ALL is displayed 7 Press Note Multimedia Contact Center may not be available for your Contact Center 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 Contact Center Agent Guide 12 Chapter 2 Contact Center Agent Guide To log on from a one line display telephone When you log on from a one line display telephone you also log on to all skillsets you are assigned to 1 Press JQ 0 4 2 Enter your Agent ID and press J Your Contact Center Administrator can tell you your Agent ID 3 Enter your password and press J 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 4 Your 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 you belong to only one skillset Lodged into
21. x appears where XX is the number of the skillset you belong to If Logged cut all appears repeat steps 1 through 3 to log on Logging on to Multimedia Contact Center Note Multimedia Contact Center may not be available for your Contact Center To log on if you are taking only voice calls Log on to your telephone the same way you log on as a Contact Center agent as described in Logging on to Contact Center on page 11 To log on if you are taking only browser calls On your computer click the Start button point to Programs point to Nortel point to Multimedia Contact Center and click Agent Notification The Agent Notification page appears Log on to Multimedia Contact Center For information about using Multimedia Contact Center click Help To log on if you are taking voice and browser calls Log on to your telephone the same way you log on as a Contact Center agent as described in Logging on to Contact Center on page 11 and then log on to Multimedia Contact Center on your computer N0060619 Chapter 2 Contact Center Agent Guide 13 What you should log on to Ask your Contact Center Supervisor whether you can receive only voice calls only Multimedia Contact Center calls or both voice and Multimedia Contact Center calls Note Multimedia Contact Center may not be available for your Contact Center Logging off Contact Center When you are finished for the day or will be away from your telep
22. x throughout the day each agent should e listen to the message e 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 Contact Center they do not need to transcribe and delete each message before callback This agent knows the status of the old messages To play messages in a skillset mailbox 1 Press amp Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 Press PLAY or to listen to your messages For other options refer to the user card for your telephone or the CallPilot Reference Guide 3 Press to end the session Contact Center Agent Guide 26 Chapter 2 Contact Center Agent Guide N0060619
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