Avaya BCM Call Center Agent User Guide
Contents
1. Memory button indicators Memory button indicators are triangular shaped icons that appear beside some memory buttons on Enterprise Edge telephones If you program Enterprise Edge Call Center features on memory buttons with indicators the indicators provide additional information about that feature P 0908539 Issue 01 P 0908539 Issue 012. 9 0 8 again to activate the Make Busy feature 2 Cancel the Make Busy feature when you are ready to take calls again Note Make Busy is automatically enabled when you do not answer your telephone P 0908539 Issue 01 Cancel Make Busy Viewing the ACD queue status P0908539 Issue 01 Memory button To provide easy one button access to the Make Busy Feature Code program a memory button with the Make Busy Feature Code If the memory button you choose has an indicator the indicator will show your busy status If the indicator is off the Make Busy feature is off If the indicator is on the Make Busy feature is on If the indicator is flashing the Busy Timeout feature is turned on by Enterprise Edge Call Center How to program a memory button is described at the end of this guide When you use the Make Busy Feature Code Enterprise Edge Call Center stops routing Calls to your telephone When you are ready to receive calls again you must cancel the Make Busy feature 1 Press Feature 9 0 6 Agent active appears on the display f Eus enabled appears press Feature 9 0 8 again Use the Queue Status Feature Code to view information about the ACD queue and the calls waiting in the ACD queue The table below describes the information each display provides Display Information provided The Queue display shows the queue number and the status Queue 1 Enabled ofthe ACD q
3. NORTEL NETWORKS Enterprise Edge Call Center Agent User Guide 1 800 4 NORTEL www nortelnetworks com 1999 Nortel N etworks P0908539 Issue 01 Enterprise Edge Call Center Agent User Card Feature Codes Logging on Enterprise Edge Call Center is an automatic call distribution ACD system designed to assist you in handling incoming calls Enterprise Edge Call Center answers incoming calls and routes the calls to agents Ifthere are no agents available the calls are placed in an ACD queue and receive periodic announcements while waiting for an agent to become available This card describes the features that are used by an ACD agent You use Feature Codes to access Enterprise Edge Call Center features This card shows the default Feature Codes Enterprise Edge Call Center can also use Custom Feature Codes Ifthe Feature Codes shown do notaccess the feature check with your System Administrator to see if your system uses Custom Feature Codes The table below shows the default Feature Codes Italso provides space to record the Custom Feature Codes Custom Feature Codes are only required if the default Feature Codes are already in use The Custom codes are assigned automatically by Enterprise Edge Feature Default feature codes Custom codes Open mailbox Feature Q J 1 Feature JP ___ Log on off Feature 9 0 4 Feature JQ ___ Make Busy Feature B 0 B Fe
4. ature JQ ___ Queue status Feature J 9 0 9 Feature JQ ___ You must log on as an agent before calls are routed to you Using a two line display telephone 1 Press Feature 0 4 2 Enter your Agent ID number and press Ok This is a number from 1 to 20 that is given to you by your System Administrator 3 Enter your password and press Ok The default password you enter to log on for the first time or after your password has been reset is 0000 When you use the default password Enterprise Edge Call Center forces you to change your password 4 Press IH Note If IH does not appear you are already logged on to all the ACD queues or there are no ACD queues available 5 Press CHHG until the ACD queue you want to log on to All 1 or 2 appears on the display Note If there is only one ACD queue available to log on to you are automatically logged on to that ACD queue 6 Press Ok 7 Press Ris J P 0908539 Issue 01 Logging off P0908539 Issue 01 Using a single line display telephone When you log on using a single line display telephone you log on to all ACD queues at once 1 Press Feature Q 0 4 2 Enter your Agent ID number and press This is a number from 1 to 20 that is given to you by your System Administrator 3 Enter your password and press The default password you enter to log on for the firsttime or after your password has been reset is 0000 When you use the d
5. atus changing 5 Enter your new password and press f J 6 Enter your new password again and press 7 Repeat steps 1 to 3 to return to your original log on status OES O When you receive a call from someone who needs to talk to a specific person or has been routed to the wrong ACD queue you can transfer the call 1 Press Feature _ 7 0 or TRAMSFER on two line display telephones 2 Enter the extension of the person or ACD queue 3 Press Ris or Ok on two line display telephones After you have finished handling a call Enterprise Edge Call Center may be programmed to wait a short time called the Busy Timeout before routing the next call to you During this time you can complete any paperwork required by the last call If the work resulting from a call requires extra time to complete use the Make Busy Feature Code to prevent Enterprise Edge Call Center from routing another call to you You can activate Make Busy while a call is ringing on your telephone The call that was ringing on your telephone is placed back in the ACD queue 1 Press Feature 9 0 6 Buss enabled appears on the display furar canceled appears the Post call wrap up time is canceled by entering the Make Busy Feature Code Press Feature 0 8 again to activate the Make Busy feature fAgent active appears the Make Busy feature was already on and was canceled by entering the Make Busy Feature Code Press Feature
6. efault password Enterprise Edge Call Center forces you to change your password 4 The agents name and Lo33ed into all appears on the display indicating you are logged on to all the ACD queues Note If Logged out a11 appears repeat steps 1 to 3 to log on Memory button To provide easy one button access to the Log on feature program a memory button with the Log on Feature Code If the memory button you choose has an indicator the indicator will show your log on status If the indicator is off you are not logged on If the indicator is on you are logged on How to program a memory button is described at the end of this card When you are finished for the day or will be away from your telephone for an extended period you need to log off to stop calls from being routed to your telephone Using a two line display telephone 1 Press Feature 0 4 2 Enter your Agent ID number and press Ok This is a number from 1 to 20 that is given to you by your System Administrator 3 Enter your password and press Ok 4 Press OUT Note If OLIT does not appear you are not logged on to any ACD queues 5 Press CHHG until the ACD queue you want to log off of All 1 or 2 appears on the display Note If you are logged on to only one ACD queue that ACD queue is automatically selected 6 Press GK 7 Press Ris Using a single line display telephone When using a single line display telephone you log off of all ACD q
7. g slowly at least one call in the ACD queue has exceeded the marginal wait time If the indicator is flashing quickly atleast one call in the ACD queue has exceeded the acceptable wait time How to program a memory button is described at the end of this guide Retrieving Each queue in Enterprise Edge Call Center has an ACD Queue Mailbox assigned to it messages from The ACD Queue Mailboxes collect any messages left by the customers using the ACD the ACD Queue queue These mailboxes should be checked on a regular basis to ensure that customer Mailbox messages are responded to promptly To retrieve a message from the ACD Queue Mailbox 1 Press Feature Q 8 fi 2 lf Loa appears enter the ACD Queue Mailbox number and password fFassword appears press OTHR or and then enter the ACD Queue Mailbox number and password If you do not know the ACD Queue Mailbox number or password ask your System Administrator 3 Press Ok or f 4 Press PLAY or 2 to listen to the new messages For more details about using the ACD Queue Mailbox ask your System Administrator Programming You can program memory buttons for one touch access to Enterprise Edge Call Center memory features To program a feature on a memory button buttons 1 Press Feature BJ 2 Press the memory button that you want to program 3 Press Feature and enter the feature code You cannot assign features to line intercom Answer or Handsfree M ute buttons
8. ueue The status can be Enabled Disabled or Uninit uninitialized The Agents display shows the queue number and the ts aan number of agents currently logged onto thatACD queue The Calls display shows the queue number and the number N of calls currently in the ACD queue The Wait display shows the queue number and amount of 1 wait 9 45 time the oldest call has been waiting in the ACD queue The wait time appears in minutes and seconds To view the queue status 1 Press Feature Q 0 9 The Queue display for Queue 1 appears 2 On the dialpad press the queue number you want to view The Queue display for the queue number you entered appears On single line display telephones the display changes to the next display every five seconds After the four displays appear the Queue Status feature exits On two line display telephones two display buttons appear on the second line of the display Press QUELE to view information about the next ACD queue Press HEXT to view the next Queue Status display Press to exit Memory button To provide easy one button access to the Queue Status feature program a memory button with the Queue Status Feature Code If the memory button you choose has an indicator the indicator shows the status of the calls for the ACD queue you are logged in to If the indicator is off all of the calls are within the acceptable wait time If the indicator is flashin
9. ueues 1 Press Feature Q 0 4 2 Enter your Agent ID number and press This is a number from 1 to 20 that is given to you by your System Administrator 3 Enter your password and press f 4 The agents name and Logged out a11 appears on the display indicating you are logged off of all the ACD queues Note If Logged into all appears repeat steps 1 to 3 to log off Changing your password Transferring calls Make Busy Your Agent ID and password provide you with access to the ACD queues For this reason you should keep your password confidential You should also change your password on a regular basis approximately every 30 days Using a two line display telephone 1 Press Feature Q 0 4 2 Enter your Agent ID number and press Ok This is a number from 1 to 20 that is given to you by your System Administrator Enter your password and press Ok Press Admin Enter your new password four to eight digits in length and press OK Enter your new password again and press OK Press Ris Using a single line display telephone 1 Press Feature Q 0 4 2 Enter your Agent ID number and press This is a number from 1 to 20 that is given to you by your System Administrator 3 Enter your password four to eight digits in length and press Your log on status is changed from Logged on to Logged off or Logged off to Logged on 4 Press 4 You must press 4 within five seconds of your log on st
Download Pdf Manuals
Related Search