Avaya Contact Center User's Manual
Contents
1. 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 Contact 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 L BJA BJ Log on Log off L ol Be __ Monitor agent calls 9 fo 6 QO Supervisor help L o 6 Sl Activity Codes L oZ el __ Not Ready 2 9 0 8 epe __ Display Waiting Calls L 0 9 el __ Record A Call e 8 i a Professional Call Recording 9 9 65 BP ___ You can program these Intelligent Contact Center Feature Codes to memory buttons Log on Log off 9 0 e Monitor calls 9 0 Supervisor help ge 0 6 Activity Codes 9 0 7 Display calls waiting in a skillset 2 o e Take some Not Ready time RJO 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 feature session ends Do not press unless you want to end your current feature sessio2. Intelligent Contact Center Supervisor Guide Business Communication Manager CallPilot Document Status Standard Document Version 04 01 Document Number NN40040 102 Date August 2009 NORTEL Copyright O Nortel Networks Limited 2007 2009 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 Sourcd in Canada Task List Intelligent Contact Center Supervisor 000 cece nennen 11 19 199 an and monitor agent CANS a an 14 DES U gl T r SU Te och actin ESBEN lace a E SENE Te E E FERRRTRERN 17 TO USE NOGA ciann aaae R AEE 18 DRITT een el N 20 To program a feature to a memory buflan seen an 20 To change your supervisor PaasWarl na i 21 To handie supervisor request ad ANE ERE RA 22 To play messages in a skillset mailbox Intelligent Contact Center Su
3. and caller name of the agent s call Help aa The display shows the agent name IMFO JOIH 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 4 When the help session is complete press to end the session Note If at any time during a Supervisor Help request you initiate an F989 Record A Call session your Supervisor Help request will end Do not initiate a Record A Call session while on a Supervisor Help request unless you want to end your Supervisor Help 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 NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 23 You can accept the call 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 reques
4. system administrator Intelligent Contact Center Supervisor Guide 28 Chapter 2 Intelligent Contact Center Supervisor NN40040 102
5. 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 S Caution Alerts you to conditions where you can damage the equipment A 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 l i 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 d 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 started 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
6. Contact 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 Contact 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 types of calls agents can receive depending on what they are logged onto For example Voice second row if you are logged onto a telephone but you are not logged onto Multimedia Contact Center then you can receive voice calls but you cannot receive phone and browser Multimedia Contact Center Calls nor can you receive browser only Multimedia Contact Center calls Table 1 Call Types Type of calls If you are t YOU der c h be have phone browser only ou can logged ontoa 99 an ann Multimedia on in Multimedia voice calls Multimedia Contact Contact Center P Contact Center Center calls calls Voice Multimedia No Yes No No Yes Contact Center Can you have
7. in a special font shown in Psud 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 Contact 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
8. abled if you do not answer your telephone and if this option is configured in Intelligent Contact Center NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 19 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 as follows e If the indicator is off Not Ready is off e Ifthe indicator is on Not Ready is on e If the 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 Record A Call With Record A Call Ce J QJ 8 J 9 you can record an active telephone call The recorded message is usually placed in your mailbox With appropriate setup the call can also be placed as a wav file in a network location If you log in as an agent or supervisor you need to consult your contact center administrator about the destination of the recorded message It could be placed into an agent s or supervisor s mailbox skillset mailbox a specified mailbox or network location Before you activate Record A Call ask the parties on the call for permission to record the call Ask your contact center administrator for information about Record a Call Professional Call Recording You can use the Professional Call Record
9. ages 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 e 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 JBJ 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 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 tell 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 N
10. am 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 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 Qj Be 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 L 0 6 Make Hot Ready appears on the display If you press 8 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 Q 0 8 again to activate the Not Ready feature If you press 8 0 8 and Agent active appears the Not Ready feature was on and you canceled it Press Ce J 9 0 8 again to activate Not Ready 2 When you are ready to take calls again cancel the Not Ready feature by pressing Ce jie ojte If Hot read appears press R 0 8 again Not Ready is automatically en
11. call privacy and reduces the office noise level Check with your Contact Center Administrator to make sure you can use a headset with your telephone Note You cannot monitor an agent who is on a conference call e using an Answer DN e using F989 Record A Call The supervisor display shows the status of Observed gt e onan ISDN 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 JQ 0 JA Enter your Agent ID and press OK or f Enter your password and press OK 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 there are no skillsets available Press CHHG until the skillset you want to log on to appears o
12. e eee 22 Checking skillset mailboxes for messages 0 0c e eee eee 24 Updating web page lists for Multimedia Intelligent Contact Center agents 24 Communicating Activity Codes to agents 000 eee 25 Important considerations about how agents use features 25 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 is 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
13. ed 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 R OJEJ 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 in conference calls On hold calls If the agent puts a call that you are monitoring on ho
14. elp request is still active you can accept the request by pressing the L 0J 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 92 0 amp you are still available for help requests Intelligent Contact Center Supervisor Guide 22 Chapter 2 Intelligent Contact Center Supervisor To use Supervisor Help you must have a memory button programmed with the Supervisor Help feature code 9 0 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 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 To handle supervisor requests 1 Launch Supervisor Help by pressing 2 0 6 or the F906 memory button on your telephone Helr aa The display shows the ID of the agent who is requesting help Iro ng Press YES 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
15. ged 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 4 e Monitor calls 9 0 Supervisor Help e 0 6 e Not Ready amp 9 0 e Display Waiting Calls eJoJe e Activity Codesl J P 0 Z J 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 RB 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 Memory button indicators Memory button indicators are triangular icons I 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 NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 21 Changing your supervisor password Keep your password confidential Change your password regularly about every 30 days To change your supervisor password 1 Press 9 0 4 Enter your Agent ID and press OE Enter your password and press OK The default pa
16. ing feature Ce Q 9 6J to record an active call a three party conference call a multi party conference call a Meet Me Conferencing conference call a privacy conference call or a silently monitored call for hunt groups or Contact Centers The feature delivers the recorded call as a WAV file together with the call log data to an email address or it is streamed to a server Ask your system administrator if you have access to this feature Professional Call Recording works through the provisioning of recording rules which your system administrator configures The calls are recorded based on any of the following criteria e All incoming calls to a DN e All outgoing calls from a DN e All calls to and from a DN e Internal Calls to and from the DN e External Calls to and from the DN e Conference Calls e Manually invoked using F995 Logging off Log off when you complete your shift or will be away from your telephone for an extended period Intelligent Contact Center Supervisor Guide 20 Chapter 2 Intelligent Contact Center Supervisor To log off a A OO N Press eJoJ J Enter your Agent ID and press OK or J Enter your password and press OK or J Press OUT 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 log
17. l 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 JJ 0 8 If agents use Do Not Disturb they are automatically logged out or made not ready Intelligent Contact Center Supervisor Guide 26 Chapter 2 Intelligent Contact Center Supervisor Call Forward No Answer 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 ca
18. ld 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 How monitoring works with VoIP telephones depends on how Intelligent Contact Center is set up Ask your Contact 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 Using F995 to record monitored calls As a supervisor you can record a monitored agent call using F995 To record a monitored call your system administrator must enable your access to this feature and set the recording rules Your system ad
19. ll 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 9 0 5 and then press the Ce JQ 0 6 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 2 J 9 0 6 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 e 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 same time only one supervisor can monitor the agent e While you are on a call do not initiate a monitoring session e Use a headset rather than handsfree to monitor calls This ensures
20. ministrator can set the rules so all agent calls are recorded including monitored calls Or the system administrator sets the rules so you can manually press F995 Contact your system administrator for more information NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 17 Note If at any time during a monitoring session you press a programmed memory key your monitoring session ends Do not press a memory key unless you want to end your monitoring session Monitoring skillsets Use L 0 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 m
21. n 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 Ce button twice you will not be able to make an outgoing call for two minutes 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 e Monitor agent calls 9 0 6 Note To use L 0 6 you must program it to a memory button and press the 2 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 monitoring 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 Te
22. n handle multiple calls but only one call at a time 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 and 6120 6140 There are two ways to set up the WLAN Handsets for the Automatic Answer feature in a Contact 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 i
23. n 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 To begin monitoring agent calls press the memory button programmed with Ce J Q After you press 9 0 5 Intelligent Contact Center does not route calls to you 5 NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 15 10 11 12 13 14 15 Press OK to accept the skillset shown or press HET or FREI to find the skillset you want to monitor 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 QB51 to monitor an agent If another supervisor is monitoring the agent the OBS button does not appear At any time you can press the CAHCL button t
24. nitialized 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 e 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 Find Me Follow Me With Find Me Follow Me 9 6 0 you can pick up a call either at your primary extension your desk phone for example or at one of the five external destinations such as a cell phone your home phone or another phone When you answer the call at one destination the other alerting calls are disconnected By doing this the Find Me Follow Me feature reduces the chance of missed calls You can then transfer the answered call back and forth between your desk phone and other devices in your list of Find Me Follow Me external destinations As a contact center agent you may have access to Find Me Follow Me To access Find Me Follow Me you must have Unified Messaging your system administrator must activate the feature and you need a personal mailbox However if you are logged into a skillset and receive a contact center call the system recognizes this state and does not support Find Me Follow Me For more information about Find Me Follow Me see the Find Me Follow Me User Guide or contact your
25. o 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 CAHCL 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 9 0 4 If the memory button you choose has an indicator the indicator shows your log on status as follows e If the 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 Supervisor Help If an agent requests help you are automatically selected to help and assum
26. onitor skillsets 1 Press 2 9 0 9 2 The skillset display for skillset 1 appears Refer to the table below for navigation options On a one line display Ona two line display telephone To telephone press press ft or GOTO enter the number of the skillset you want to monitor 2 or SKILL monitor the next enabled skillset or 6 B or 6 or NEXT go to the next skillset 4 or PREM go to the previous menu H go to the next menu cancel the session m exit Intelligent Contact Center Supervisor Guide 18 Chapter 2 Intelligent Contact Center Supervisor Using a memory button to monitor calls waiting in skillsets Program a memory button with P 0 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 e Ifthe indicator is flashing quickly at least one call in the skillset has exceeded the second alert time The Contact Center Administrator sets what the wait times are Taking some Not Ready time If you use Ce Q 0 8 Not Ready you do not receive Intelligent Contact Center calls The Intelligent Contact Center Administrator can progr
27. ote Multimedia Intelligent Contact Center may not be available for your contact center NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 25 Communicating Activity Codes to agents Agents use Activity Codes to allocate calls to one or more activities Ask your Contact 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 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 Ifthe agent wants to send the call to a skillset the agent can enter the Transfer Feature Code Le J 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 9 6 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 Cal
28. pervisor Guide 4 Task List NN40040 102 Contents Chapter 1 Getting started with Intelligent Contact Center 6 000eees 7 elu ag cee i a ren sk er eS er TET T About Intelligent Contact Center 22m cee 7 Audience sc a cise ae nn EEN ange we kere geiko m 7 DE ne a detec ss Hm exe cal ag acm RL xe SS Ral i net aga en kde cS ale 7 Symbols and text conventions ur 8 Chapter 2 Intelligent Contact Center Supervisor ssnssnnsnnnnnnnnnnnn 11 Logging on to Intelligent Contact Center 0 000 ccc eee ee 11 What agents should Og ON TO susanne ern 11 ewig Ferne COBE een ta a Seeks 12 Montommg BALL AENMIN 2a res 13 Silently monitoring agent calls 0 0000 eee nn 13 Using Silent Monitor with Answer DN 0 000 cece eee eee 13 MONO PS areas 14 About monitoring Sessions scccc5ckeceeicnee ne ren 16 Monitoring skillsets sire ee eee arena inseriert 17 Taking some Not Ready time ua a un ses es eeu ka cena dees eee ae eee KERES 18 Peco A ell scwedeeseadeeteieebe a deeb GREP CORD PEERED EASE RRE SERRE 19 Professional Call Recording anreisen 19 LOGGING OF oc ccc cect rote eee ae ern EE eS 19 Programming a memory DUON sau er a eRe s 20 Memory button indicators 2 0 20 Changing your supervisor password 0000 cece eae 21 SURE SARTE an ened Coed wed aan nk 21 Handling Supervisor help requests 0000 ccc eee eee 22 Handling escalated or missed requests 0 00 e eee e
29. s 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 NN40040 102 Chapter 2 Intelligent Contact Center Supervisor 27 e 42002 i2004 11xx and 12xx 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 e Meridian and Norstar telephones If you use a headset calls ring at the telephone and the headset but calls go to the headset e 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 i
30. ssword 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 APMIH 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 ignore 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 L 0 6 Jindicator flashes slowly to inform you of the missed request 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 h
31. ts 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 IMFO softkey or you can move to the next request by pressing the HEXT softkey 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 0 6 Jor the 1 Launch the Supervisor Help feature by pressing amp J Q F906 memory button on your telephone Helr aa 2 The display shows the ID and name of the agent requesting help T IHEU YES Hg Press YES to accept the help request or press IMFO 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 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 Intelligent Contact Center Supervisor Guide 24 Chapter 2 Intelligent Contact Center Supervisor Checking skillset mailboxes for messages Frequently check skillset mailboxes for mess
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