Avaya Call Center User's Manual
Contents
1. El 0 6 again to activate the Not Ready feature If you press EJ 0 and Agent active appears the Not Ready feature was on and you canceled it Press Q 0 8 again to activate Not Ready 2 Cancel the Not Ready feature by pressing PJ 0 when you are ready to take calls again If Hot reacts appears press 9 0 8 again Not Ready is automatically enabled if you do not answer your telephone if Not Ready 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 P0602557 01 Call Center Agent Guide 11 Programming a memory button You can program memory buttons for one touch access to Call Center features You can program memory buttons for the Log on 9 0 4 Not Ready BP 0 and Display Waiting Calls ee features You cannot assign features to Line Intercom Answer or Handsfree Mute buttons Programming a feature to a memory button 1 Press 2 Press the memory button that you want to program 3 Press and enter the feature code Use the paper lab2. Waiting Calls eJojJe Use Display Waiting Calls to view information about skillsets and the calls waiting in skillsets The table below describes the information in each display Display Description Skill 1 Enabled shows the skillset number and the status of the skillset The status can be Enabled Disabled or Uninit uninitialized 1 6 agents shows the skillset number and how many agents are currently logged on to the skillset 1 10 calls shows the skillset number and the number of calls waiting in the skillset 1 wait 9 45 shows the skillset number and the time of the call waiting longest in the skillset To Display Waiting Calls 1 Press 9 o The skillset display for skillset 1 appears On a one line display On a two line display telephone To telephone press press d 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 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 Display Waiting Calls with a memory button Program a memory button with Q 0 BE to view the status of all skillsets including the skillsets that you are logged on to If the memory button you choose has an indicator the indicator shows information for the calls for the skillset that you are logged on to e If the indicator is off all of the c
3. Part No P0602557 01 Call Center Agent Guide RTEL NETWORKS 2 Call Center Agent 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 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 P0602557 01 Call Center Agent Guide This guide explains how agents use Call Center The topics covered in this guide are About Call Center page 3 Logging on to Call Center page 4 Logging on to Multimedia Call Center page 5 What you should log on to page 5 Logging off Call Center page 6 Changing your agent password page 7 Using Feature Codes page 8 Programming a memory button page 11 Other Call Center features page 12 Features that logged on agents can use page 13 Skillset mailboxes page 14 About Call Center Call Center is an application tha
4. S Note If you use a Companion 3060 telephone there are no indicators and the display does not show that you are logged on or the skillsets that you are logged on to P0602557 01 Call Center Agent Guide 7 Changing your agent password Your Agent ID and password give you access to the skillsets you are assigned to Keep your password confidential Change your password on a regular basis approximately every 30 days Changing your password from a two line display telephone 1 Press el 0 0 4 2 Enter your Agent ID and press OK or J Your Call Center Administrator can tell you your Agent ID Enter your password and press OK or l If you are assigned to one skillset press IH to log on If you are assigned to more than one skillset enter the number of the skillset or press ALL and then press OF Press HET Press Admin Enter a new password that is from four to eight digits long and press OK or J Re enter your new password and press OK or Password changed is briefly displayed Press Ce O ON OO an Changing your password from a one line display telephone 1 Press Q 0 4 2 Enter your Agent ID and press t Your Call Center Administrator can tell you your Agent ID 3 Enter your password and press Your log on status changes from Logged on to Logged off or Logged off to Logged on Press within the next five seconds Enter your new password and press J Re enter you
5. alls 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 For information about how to program a memory button refer to Programming a memory button on page 11 Call Center Agent Guide 10 Call Center Agent Guide Not Ready elo If you use Not Ready you do not receive calls Your Call Center Administrator can also program a Break Time which makes Call Center automatically wait a short time before it routes the next call to you You can use the Break Time to complete any paperwork required by the last call If you need some extra time use Not Ready to prevent 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 eo 8 For how to program a memory button refer to Programming a memory button on page 11 Using Not Ready 1 Press EJ 0 B Make Hot Ready appears on the display If you press PJ 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
6. edia Call Center calls is not displayed Viewing call information While the call is ringing the display shows the skillset the call came from When you answer a call the display shows the Caller ID of the caller While you are on a call you can press the IHFO softkey to display e the telephone number the caller is calling from e the caller name e the line the call came in on e Dialed Number Identification Service DNIS information Silent Monitor Call Center Supervisors have the ability to silently monitor your calls including personal calls and when you access voicemail If you make a call that you do not want to be monitored first log off as an agent then log on again when you complete your call P0602557 01 Call Center Agent Guide 13 Features that logged on agents can use You should know how Call Center interacts with these CallPilot features Call Transfer You can use Transfer to transfer a call to another agent another person such as a subject matter expert or send the call back to a skillset We recommend that you use Transfer rather than Call Park or Call Pickup To send the call to a specific agent or another person enter the Transfer Feature Code Ce 0J and enter the extension number For more information on transferring a call refer to Transferring calls on page 12 e To send the call to a skillset enter the Transfer Feature Code C J 0 and enter the CDN of a skillset Cal
7. eive telephone Call Center Serene Multimedia Call Call Center Center calls calls No Not permitted No Voice YES Not permitted YES 5 No No i 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 Agent Guide 6 Call Center Agent Guide Logging off Call Center When you are finished for the day or will be away from your telephone for an extended period log off to stop calls from being routed to your telephone Logging off from a two line display telephone 1 a A Q N Press Q f0 4 Enter your Agent ID and press OK or f 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 OE You are logged off from the skillset number displayed or from all skillsets ifALL is displayed Press ELS Logging off from one line display telephone When you log off from a one line display telephone you are also automatically logged off from all the skillsets you are logged on to 1 Press eo 4 Enter your Agent ID number and press Enter your password and press Logged out appears on the display to show you are logged off from all skillsets Press EL
8. els that come with your telephone to identify the programmed button To use the Feature Code press the labeled button Memory button indicators Memory button indicators are triangular icons that appear beside some memory buttons If you program Call Center features on memory buttons with indicators the indicators show additional information about the feature Call Center Agent Guide 12 Call Center Agent Guide Other Call Center features Using Automatic Answer If you have Automatic Answer enabled you can use handsfree to answer calls An audible tone tells you that you have an incoming call Ask your Call Center Administrator if you have Automatic Answer enabled Handsfree calls are convenient and time saving because you do not have to use the handset or press buttons on your telephone If you use Automatic Answer be sure to activate the Not Ready feature before you leave your desk so that callers are not routed to your telephone when you are away Transferring calls If you have a caller who needs to talk to another person or is routed to the wrong skillset you can transfer the call Do not use the Call Park feature Transferring a call 1 Press 7 0 or TEAHSFER on a two line display telephone 2 Enter the extension of the person or skillset 3 Press or JOIH on a two line display telephone Viewing call information Your telephone display shows information about your current call Information about Multim
9. l Forward Do not use Call Forward If you use Call Forward you are automatically logged out or made auto busy depending on your agent settings Answer DN The only way you should use Answer DN is if you program your portable set to be the Answer DN for your main telephone Do Not Disturb Instead of using Do Not Disturb use the Not Ready Feature Code Pp 0 81 If you use Do Not Disturb you are automatically logged out or made Not Ready Follow me browsing Multimedia Call Center Agents only Follow me browsing does not work with embedded Flash animations If you click a Flash button the image that you see is not displayed to the caller If the page you are sending to the caller contains Flash animations you must explain to the caller how to display the page by for example clicking the Next button or telling them what item to click on the page to display the next page Call Center Agent Guide 14 Call Center Agent Guide Skillset mailboxes Each skillset has a skillset mailbox assigned to it Skillset mailboxes store messages left by callers Check these mailboxes on a regular basis to ensure that customer messages are responded to promptly Checking skillset mailboxes for messages Frequently check skillset mailboxes for messages Only one agent at a time can retrieve messages from each skillset mailbox If different agents access the messages in the skillset mailbox throughout the day each agent should e lis
10. n If you are a Multimedia Call Center agent the prompt Alsa log in to VB appears Press J Press ELS Note If you use a Companion 3060 telephone there are no indicators and the display does not show that you are logged on or the skillsets that you are logged on to P0602557 01 Call Center Agent Guide 5 Logging on to Multimedia Call Center If you are taking only voice calls Log on to your telephone the same way you do as a Call Center agent If you are taking only browser calls On your computer click the Start button point to Programs point to Nortel Networks point to Multimedia Call Center and click Agent Notification The Agent Notification page appears Log on to Multimedia Call Center For information about using Multimedia Call Center click Help If you are taking voice and browser calls Log on to your telephone the same way you do as a Call Center agent and then start Multimedia Call Center on your computer What you should log on to Ask your Call Center Supervisor whether you can receive only voice calls only Multimedia Call Center calls or both voice and Multimedia Call Center calls This table shows what you should log on to depending on what type of calls you 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 ns m has browser Multimedia rec
11. r new password and press Password charged is briefly displayed N oO RA Your original log on status appears Call Center Agent Guide 8 Call Center Agent Guide Using Feature Codes You 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 Feature Default Feature Code Custom Feature Code Open mailbox rn eje Log on Log off Ceje 0 4 Ce je Not Ready Ce jejo e Ce Jj Display Waiting Calls RIE Je You can program these Call Center Feature Codes to memory buttons Logon ejo e Display Waiting Calls eJOJEJ e Not Ready eJ For how to program a Feature Code to a memory button refer to Programming a memory button on page 11 Log on 9 0 4 Use Q 0 4 to log on to Call Center and the skillsets you are assigned to You can program a memory button with the Log on Feature Code If the memory button you choose has an indicator the indicator shows your log on status e If the indicator is off you are not logged on e If the indicator is on you are logged on For information about how to program a memory button refer to Programming a memory button on page 11 P0602557 01 Call Center Agent Guide 9 Display
12. ssword 4 Press IH to log on to one or all skillsets If IH does not appear you are already logged on to all the skillsets or there are no skillsets available If you are a Multimedia Call Center agent the prompt Also loa in to UB appears Press OK Press CHHG until the skillset that you want to log on to appears on the display If you log on to all of the skillsets you are logged on to all the skillsets that you are assigned to If there is only one skillset available to log on to you are automatically logged on to that skillset Press OK You are logged on to the skillset number displayed or all of the skillsets if ALL is displayed Press ELS Logging on from a one line display telephone When you log on from a one line display telephone you also log on to all skillsets you are assigned to 1 Press Q 0 4 2 Enter your Agent ID and press ft Your Call Center Administrator can tell you your Agent ID 3 Enter your password and press The first time you log on or when you log on after your password has been reset enter the default password 0000 If you enter the default password you must create a new password 4 Your agent name and Logged into 411 appears on the display to show that you are logged on to all of the skillsets you are assigned to If you belong to only one skillset Logged into KK appears where XX is the number of the skillset you belong to If Logged out all appears repeat steps 1 through 3 to log o
13. t 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 meets the needs of the caller If there are no agents available the calls are placed in a skillset to wait for an appropriate agent Waiting callers receive periodic announcements and informative messages Other guides For information about Refer to using your telephone your telephone user card using CallPilot e the CallPilot Reference Guide e the CallPilot Quick Reference Card for your telephone interface Call Center supervisors the Call Center Supervisor Guide Multimedia Call Center Multimedia Call Center online Help Call Center Agent Guide 4 Call Center Agent Guide Logging on to Call Center Log on to Call Center so that calls can be routed to you You cannot log on if the maximum number of agents is logged on if you are logged on to another telephone or if someone else is logged on to your telephone You can log on only to skillsets that you are assigned to Logging on from a two line display telephone 1 Press Q9 0 4 2 Enter your Agent ID and press OK or J Your Call Center Administrator can tell you your Agent ID 3 Enter your password and press OK orf The first time you log on or when you log on after your password has been reset enter the default password 0000 If you enter the default password you must create a new pa
14. ten 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 call center they do not need to transcribe and delete each message before callback This agent knows the status of the old messages Playing messages in a skillset mailbox 1 Press RIBJA 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 P0602557 01
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