Avaya Call Center User's Manual
Contents
1. or 6 or HEST go to the next skillset or FREN go to the previous menu go to the next menu Using a memory button to monitor calls waiting in skillsets Program a memory button with 9 0 9 to view the status of all skillsets including the skillsets you are logged on to If the memory button you choose has an indicator the indicator shows information for the calls for the skillset you are logged on to e If the 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 Call Center Supervisor Guide 10 Call Center Supervisor Guide Taking some Not Ready time If you use p 0 8 Not Ready you do not receive Call Center 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 1s ringing on your telephone goes back to the skillset You can program a2. Call 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 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 phone and browser only browser Multimedia Multimedia Call Call Center Center calls calls Oe fee Ne CS Neem YS Co e f o e Type of calls Are you logged Are you logged you can onto a onto Multimedi
3. indicator flashes quickly to inform you of the request If the call for an escalated help request is still active you can accept the request by pressing the p O 6 feature key You do not have to be monitoring agents at the time but can be answering Call Center calls Note If you use Make Busy 9 0 B you are still available for help requests gt 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 how to program a memory button refer to Programming a memory button on page 11 P0606200 03 Call Center Supervisor Guide 13 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 how to program a memory button see Programming a memory button on page 11 1 Launch Supervisor Help by pressing p 0 6 or the F906 memory button on your telephone Helr aa 2 The display shows the ID of the agent who is requesting help ue ES All Press YES to accept the agent request for help or press HO to escalate the request or press INFO to view the agent name time and date of the request caller ID and caller name of the agent s call Help aa 3 The display show
4. memory button with an indicator instead of pressing 9 07 8 For how to program a memory button refer to Programming a memory button on page 11 Note While you use Not Ready you still receive non Call Center intercom and transferred gt calls Using Not Ready 1 Press 9 0 8 Make Hot Fead appears on the display If you press 9 0 8 and Break canceled appears on the display you canceled the Break Time that the Call Center Administrator programmed for you You must press 9 fo again to activate the Not Ready feature If you press 9 0 8 and Agent active appears the Not Ready feature was on and you canceled it Press 9 0 8 again to activate Not Ready 2 When you are ready to take calls again cancel the Not Ready feature by pressing 9 fo If Hot ready appears press L 0 8 again Not Ready is automatically enabled 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 1s 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 Lo
5. no longer hear 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 P0606200 03 Call Center Supervisor Guide 9 Monitoring skillsets Use 9 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 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 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 call center gets very busy You can then ask qualified agents to log on to the busy skillset To monitor skillsets 1 Press 9 fo 9 The skillset display for skillset 1 appears On a one line display On a two line display telephone To telephone press press 1 or GOTO enter the number of the skillset you want to monitor 2 a or SKILL monitor the next enabled skillset 6
6. Part No PO606200 03 23 March 2004 Call Center Supervisor Guide NORTEL NETWORKS 2 Call Center Supervisor Guide Copyright 2004 Nortel Networks All rights reserved 2004 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 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 P0606200 03 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
7. a receive telephone Call Center Can you have voice calls ss o e e 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 ron AN Ask your administrator whether this feature is available on your system You can program these Call Center Feature Codes to memory buttons e Log on Log off Jo e Monitor calls 9 fo e Supervisor help 9 fo 6 e Activity Codes 9 fo e Display calls waiting in a skillset e o B e Take some Not Ready time LJO For how to program a Feature Code to a memory button refer to Programming a memory button on page 11 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 session P0606200 03 Call Center Supervisor Guide 5 Monitoring call activity There are two ways that you can monitor call activity at your call center 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 Co
8. button you choose has an indicator the indicator shows your log on status If the indicator is off you are logged off If the 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 it is available on your system If an agent requests help you are automatically selected to help and assumed to have accepted the request When you are done the Supervisor Help session ends and your original monitoring session resumes where it left off 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 begin monitoring using 9 0 5 to reestablish a monitoring session Ending a session by logging off The session ends if you or the agent are forced to log off or if the agent logs off voluntarily If the agent is on a call at the time of log off but you are still logged on and monitoring the session continues until the call is disconnected or you press CAHCL Conference calls If the agent puts the a call that you are monitoring in
9. default password you enter to log on for the first time or if your password is reset 1s 0000 If you use the default password you must change your password 4 Press ADMIN 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 Call Center Supervisor Guide 12 Call Center Supervisor Guide Supervisor Help m Note Whether you can use Supervisor Help depends on the system your Call Center uses Ask your Call Center administrator whether you can use 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 9 0 6 Jindicator flashes slowly to inform you of the missed request If a help request is escalated to you your 9 0 6
10. des for monitoring e Display calls waiting in skillsets eJoOJE e Monitor agent calls 9 fo 5 NOTE To use 9 0 6 you must program it to a memory button and press the LJO memory button to monitor calls For how to program a memory button refer to Programming a memory button on page 11 Silently monitoring agent calls Note Depending on what system your call center uses Silent Monitor may not be available but you can still monitor calls using 9 0 6 Ask your Call Center Administrator 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 Tell agents that if they make a call that they do not want monitored they must first log off as an agent then log on again when they complete the call You must program a memory button with 9 0 6 and then press the 9 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 Call Center calls sent to you while you use 9 fo 6 Using Silent Monitor with Answ
11. er 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 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 Although more than one supervisor can view the same agent s information at the same time only one supervisor can monitor the agent While you are on a call do not initiate a monitoring session Use a headset rather than handsfree to monitor calls This ensures call privacy and reduces the office noise level Check with your Call Center Administrator to make sure you can use a headset with your telephone Note You cannot monitor an agent who is gt e On a conference call e using an Answer DN e on an ISDN or Companion set e on any type of call if the maximum number of conference bridges are being used Logging on and monitoring 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 anoth
12. er telephone or if someone else is logged on to your telephone You can log on only to skillsets that you are assigned to 1 Press 9 0714 Enter your Agent ID number and press OK or Enter your password and press OK or lt 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 OE 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 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 To begin monitoring agent calls press the memory button programmed with 9 fo 6 After you press 9 0 6 Call Center does not route calls to you Press OK to accept the skillset shown or press HEXT or FREN to find the skillset you want to monitor Enter t
13. es 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 Call Center Supervisor Guide 18 Call Center Supervisor Guide P0606200 03
14. g 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 QUT The date and time display appears If QUT does not appear you are not logged on to any skillsets P0606200 03 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 e Logon 9 10 e Monitor calls 9 0 e Supervisor Help 9 0 6 Uf it is available for your system e Not Ready 9 0 e Display Waiting Calls 9 fo 9 You cannot assign features to Line Intercom Answer or Handsfree Mute buttons Programming a feature to a memory button 1 Press BJ 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 the programmed button To use the Feature Code press the labeled button Memory button indicators Memory button indicators are triangular icons F 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 QE Enter your password and press OK The
15. gent 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 ol BL 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 agents update their Favorites tell the agents to refer to the Multimedia Call Center Agent Help Communicating Activity Codes to agents Agents use Activity Codes to allocate calls to one or more activities Ask your Call Center Administrator 1f your Call Center uses Activity Codes If your Call 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 Call Center Supervisor G
16. he Agent ID of the agent you want to monitor and press OF You can press DIF to find the Agent ID in the Agent directory You can monitor any agent logged into a skillset assigned to you P0606200 03 11 12 13 14 15 Call Center Supervisor Guide 7 Press IHFO 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 OBS 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 to exit the monitoring session without logging off If the agent has no active call has a call on hold or is on a conference call you hear silence You do not begin to monitor the agent until the agent takes a call takes the call off hold or ends the conference call If you want to join the call press JOIH You can press MUTE to mute your voice while you monitor NOTE Depending on what system you use the Join and Mute keys may not appear and the Info key appears instead 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 OBS You can program a memory button with p 0 4 If the memory
17. r 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 Agents who log on from a regular telephone and answer Call 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 Ce Jo 0 8 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 If a call is forwarded by CFNA to another agent and is answered by that agent the original agent who has CFNA setting 1s made Not Ready or logged out instead of staying idle P0606200 03 Call Center Supervisor Guide 17 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 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
18. s the agent name Ela While you monitor the agent you can press the INFO key to view the time and date of the request caller ID and caller name of the agent s call You can press the JOIN softkey or the MUTE button on your telephone to join in the call NOTE Depending on what system you use the Join and Mute softkeys may not appear 4 When the help session is complete press J to end the session Handling escalated or missed requests When your Supervisor Help LCD indicator is flashing you can retrieve escalated or missed Supervisor Help requests If there are one or more requests Call Center shows all of the requests Escalated requests for calls that are still active are shown first from the oldest to most recent After that missed requests are shown from the oldest to the most recent You can accept the 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 requests if there are no more missed requests For a missed request the prompt aa aname asked appears and you can retrieve information about the call by pressing the IHFO softkey or can move to the next request by pressing the HET softkey Call Center Supervisor Guide 14 Call Center Supervisor Guide An example of retrieving an escalated req
19. to 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 hold you do not hear the call while it is on hold When the agent resumes the call you are automatically monitoring the agent again If an agent puts one call on hold and answers another call you can monitor only the currently active call When the agent switches back to the first call this becomes the active call that you are monitoring Using VoIP telephones How monitoring works with VoIP telephones depends on how Call Center is set up Ask your Call Center Administrator about monitoring agents who use VoIP telephones If you monitor an agent who uses a VoIP telephone a 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 You cannot monitor agents who are logged on to ISDN Integrated Services Digital Network sets Maximum number of conference If the maximum number of simultaneous conference bridges are being bridges used when you try to start a monitoring session your display shows No conf avail Transferred calls eles monitoring an agent and they transfer a call you
20. 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 the next page Automatic Answer How Automatic Answer works depends on what type of telephones your call center uses e 12002 and 12004 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 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 e 17316e This type of telephone supports Automatic Answer Activity Cod
21. uest You can program the Supervisor Help feature Le 9 0 6 to a memory button of your telephone and press the programmed memory b 0 6 button to use Supervisor Help For how to program a memory button see Programming a memory button on page 11 1 Launch the Supervisor Help feature by pressing 9 0 6 Jor the F906 memory button on your telephone Hele aa 2 The display shows the ID and name of the agent requesting help m LLT A Press YES to accept the help request or press INFO 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 J 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 P0606200 03 Call Center Supervisor Guide 15 Checking skillset mailboxes for messages Frequently check skillset mailboxes for messages Only one person at a time can retrieve messages from each skillset mailbox If different people access the messages in the skillset mailbox throughout the day each person should e listen to the message e write down what the message says 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 a
22. uide 16 Call Center Supervisor Guide 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 Le f 0 and enter the extension number e If the agent wants to send the call to a skillset the agent can enter the Transfer Feature Code Ce 7 0 and enter the CDN of a skillset to send the call to a skillset e If you 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 e jie Agents who are only Multimedia Call Center agents do not receive Call Center voice calls but other Call Center agents can transfer voice calls to Multimedia Call Center agents Call Forward Advise agents not to use Call Forward An agent who uses Call Forward is automatically logged out or made busy depending on their agent settings Agents can use Call Forward to Voicemail Answer DN 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 If an agent uses their Answe
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