Avaya Call Center User's Manual
Contents
1. Call Center Supervisor Guide 10 Call Center Supervisor Guide Taking some Not Ready time If you use L 0 8 Not Ready you do not receive calls The Call Center Administrator can program a Break Time which makes Call 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 Call 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 9 fo For how to program a memory button refer to Programming a memory button on page 11 Using Not Ready 1 Press 9 0 6 Make Hot Reacts appears on the display If you press B 0 6 and Break canceled appears on the display you canceled the Break Time that the Call Center Administrator programmed for you You must press 9 0 6 again to activate the Not Ready feature If you press R 0 and Agent active appears the Not Ready feature was on and you canceled it Press Q 0 6 again to activate Not Ready 2 When you are ready to take calls again cancel the Not Ready feature by pressing eJOJBJ If Hot read a appears press 9 0 6 again Not Ready is automatically enabl2. Center Agent Guide For information about Call Center administration refer to the Call Center Set Up and Operation Guide and the Call Center Reporting Set Up and Operation Guide For information about Multimedia Call Center refer to the Multimedia Call Center Set Up and Operation Guide and Multimedia Call Center Agent Help Logging on to Call Center You can log on as a supervisor to silently 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 The type of calls agents can receive determines whether they must log on to a telephone Multimedia Call Center or both This table shows what capabilities agents have depending on the call types they can receive Tell your agents what they must log on to depending on the type of calls they can receive Can you have Can you have Type of calls Are you logged Are you logged phone and browser only you can onto a onto Multimedia rai ve browser Multimedia receive telephone Call Center Multimedia Call Call Cent
3. do not appear in Call Center Reporting If a Multimedia Call Center agent logs on to their set but does not log onto their computer the agent appears as logged on to the Call Center but does not receive any calls To check whether agents are taking calls you can view their view their status during a monitoring session Logging on and monitoring agent calls 1 Press 9 f0 4 Enter your Agent ID number and press OK or Enter your password and press OK or 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 CHHG until Surervisor Y appears You must log on as a supervisor to monitor and participate in calls Press OE to accept supervisor status If you want to log on as an agent press CHHG until SurFeryisor H appears then press OK to log on as an agent If you log on as an agent calls are routed to you but you cannot monitor calls 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 on the display The skillsets that are available a
4. e Silently monitoring agent calls on page 5 e Monitoring skillsets on page 9 You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring e Display calls waiting in skillsets 2 o e Monitor agent calls 9 0 For how to program a memory button refer to Programming a memory button on page 11 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 Note While you monitor an agent s calls you monitor all of their calls This includes their personal calls and if they access their voicemail 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 Use LJ 0 4 to log on to Call Center and the skillsets you are assigned to and to monitor calls You can program a memory button with Q 0 4 If the memory button you choose has an indicator the indicator shows your log on status e If the indicator is off you are not logged on e Ifthe indicator is on you are logged on Using Silent Monitor with Answer DN If you have an Answer DN programmed for your main telephone an
5. Part No P0602558 01 Call Center Supervisor Guide NORTEL NETWORKS 2 Call Center Supervisor Guide Copyright 2002 Nortel Networks All rights reserved 2002 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 informationin this document is proprietary to Nortel Networks NA Inc Trademarks NORTEL NETWORKS is a trademark 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 P0602558 01 Call Center Supervisor Guide Call Center is an application that handles incoming calls as efficiently and economically as possible Call 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 This guide describes how you can use Call Center features as a supervisor or an agent For more information about Call Center agents refer to the Call
6. d 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 Use a headset to monitor calls Use a headset rather than handsfree when you monitor calls This ensures call privacy and reduces the office noise level The headset must be plugged into the headset port on the bottom of the telephone If you pick up the handset when the headset is plugged in the handset does not work Check with your Call Center Administrator to make sure you can use a headset with your telephone Call Center Supervisor Guide 6 Call Center Supervisor Guide Monitoring tips More than one supervisor can log on to the same skillset An agent can be monitored by only one supervisor at a time While you are on a call do not initiate a monitoring session Use the headset when monitoring calls If you use a handset you cannot join a call while you are monitoring it Note You cannot monitor an agent who is gt e on a conference call e using an Answer DN e onan ISDN or Companion set e on any type of call if the maximum number of conference bridges are being used Multimedia Call Center Calls that do not have a PSTN component
7. ed 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 To monitor skillsets 1 Press 9 o The skillset display for skillset 1 appears Ona one line display Ona two line display telephone To telephone press press A or GOTO enter the number of the skillset you want to monitor 2 or SE ILL monitor the next enabled skillset or 6 BJ or 6 or HEXT go to the next skillset 4 or PREV go to the previous menu fH go to the next menu cancel the session exit Using a memory button to monitor calls waiting in skillsets Program a memory button with Q 0 Q 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 If the indicator is flashing slowly at least one call has exceeded the first alert time e If the 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
8. ed if you do not answer your telephone and if this option is configured in Call 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 If the indicator is off Not Ready is off e If the indicator is on Not Ready is on e If the indicator is flashing the Break Time feature is on For how to program a memory button refer to Programming a memory button on page 11 Logging off Log off when you complete your shift or will be away from your telephone for an extended period 1 From the display that shows your name on the top line press OUT The date and time display appears If OLIT does not appear you are not logged on to any skillsets P0602558 01 Call Center Supervisor Guide 11 Programming a memory button You can program memory buttons for one touch access to Call Center features We recommend that you program memory buttons for the Log on BJ 0 4 Not Ready 9 0 6 and optionally the Display Waiting Calls RJ 0 Q features You cannot assign features to Line Intercom Answer or Handsfree Mute buttons Programming a feature to a memory button 1 Press i 2 Press the memory button that you want to program 3 Press and enter the feature code Use the paper labels that come with your telephone to identify t
9. er Center calls calls No Not permitted No Voice YES Not permitted YES F No No No No Multimedia No YES No YES Call Center YES No No No YES YES YES YES No No No No No iai No YES No No No ot YES No No No No YES YES YES YES YES Call Center Supervisor Guide 4 Call Center Supervisor Guide Using Feature Codes Call Center agents and supervisors use Feature Codes to access Call 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 jo B f je Log on Log off Silent Monitor ian fan roe calls Le Jejoj4 Le 9 Not Ready Ce jejoje ep Display Waiting Calls je 0 je You can program these Call Center Feature Codes to memory buttons e Log on Log off Silent Monitor agent calls RJO e Display calls waiting in a skillset eJOJE e Take some Not Ready time RJE For how to program a Feature Code to a memory button refer to Programming a memory button on page i P0602558 01 Call Center Supervisor Guide 5 Monitoring call activity There are two ways that you can monitor call activity at your call center
10. he 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 Call 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 1 Press 9 0 4 Enter your Agent ID number and press OK Enter your password and press OK 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 4 Press OE to accept supervisor status or press EHHG and then OE to log on as an agent Press IH to log on to one or more skillsets If IH does not appear you are already logged on to all the skillsets or there are no skillsets available 6 Press CHHG until the skillset you want to log on to All or a number appears on the display If there is only one skillset available to log on to that you are assigned to you are automatically logged on to that skillset 7 Press OE 8 Press HEST 9 From the Supervisor display press ADMIH 10 Enter a new password from four to eight digits long and press OK 11 Enter your new password again and press OK 12 Press Call Center Supervisor Guide 12 Call Center Supervisor Guide Checking s
11. killset 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 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 retrieving the messages at your call 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 Playing messages in a skillset mailbox 1 Press e f 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 the CallPilot Reference Guide or the Call Center Set Up and Operation Guide 3 Press to end the session Updating web page lists for Multimedia Call Center agents Multimedia Call 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 Call Center Set Up and Operation Guide For information on how age
12. nts update their Favorites tell the agents to refer to the Multimedia Call Center Agent Help P0602558 01 Call Center Supervisor Guide 13 Features that logged on agents can use 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 We recommend that agents use Transfer rather than Call Park or Call Pickup e Ifthe agent wants to send the call to a specific agent or another person the agent can enter the Transfer Feature Code Le 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 C _ F 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 until the transferred call is answered Call Forward Advise agents not use Call Forward An agent who uses Call Forward is automatically logged out or made auto busy depending on their agent settings Answer DN The only way agents should use Answer DN is if they program their portable set to be the Answer DN for their main telephone You cannot 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 For more information about using Answer DNs with Call Center refer to the Business Communications Manager 3 0 Pr
13. ogramming Operations Guide If an agent uses their Answer DN telephone to answer a call that is transferred to them Call Center does not recognize the agent as being busy and still sends calls to the agent s main set Do Not Disturb Instead of using Do Not Disturb agents can use the Not Ready Feature Code Le J EJ 0 8 J If agents use Do Not Disturb they are automatically logged out or made not ready 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 Multiple calls Agents can 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 Call Center Supervisor Guide 14 Call Center Supervisor Guide Follow me browsing Multimedia Call Center agents only Follow me browsing does not work with embedded Flash animations If an agents 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 telling them what item to click on a page to display
14. other 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 Do not monitor agents who use VoIP telephones If you monitor an agent who uses a VoIP telephone a noticeable noise can be audible for several seconds when you begin to monitor a call Companion sets 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 Observe Failed Transferred calls If you are monitoring an agent and they transfer a call you do not continue to hear the call until the transferred call is answered P0602558 01 Call Center Supervisor Guide 9 Monitoring skillsets Use 9 0 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 call 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 Enabl
15. re 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 OF The display briefly confirms the skillsets that you are logged on to Press MEsT P0602558 01 Call Center Supervisor Guide 7 10 11 12 13 14 15 16 17 Press SUPER to monitor an agent Calls are not routed to you Press OE to accept the skillset shown or press HET or PREM to find the skillset you want to monitor Enter the Agent ID of the agent you want to monitor and press OK Invalid Agent appears if the agent is not assigned to you You can press DIF to find the Agent ID in the Agent directory You can monitor any agent that is in a skillset assigned to you Press IMF 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 Press IMFO a second time to display the Agent ID number agent name and monitoring options again Press OBS to monitor an agent At any time you can press the CAHCL button if you want to exit the monitoring session without logging off If the agent has a call on hold or is on a conference call you do not begin to monitor the agent until the agent takes the call off hold or ends the conference call If you want to join the call press the Intercom button To end the monitoring
16. 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 OBS Call Center Supervisor Guide 8 Call Center Supervisor Guide 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 log in again 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 Conference calls If the agent puts the call into a conference call while you are monitoring the agent for the duration of the conference call you are disconnected from monitoring the call When the call goes out of conference you are automatically monitoring the call again NOTE If you want to monitor agents 100 of the time ask agents not to participate in conference calls On hold calls If the agent puts a call that you are monitoring on hold your monitoring session continues while the call is on hold When the agent resumes the call you are still monitoring the call If an agent puts one call on hold and answers an
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