Avaya BCM 2.0 Call Center Agent User Guide
Contents
1. Use only pre programmed feature buttons To log in as a supervisor agent and monitor calls 1 Press Feature J 0 4 2 Enter your Agent ID number and press Ok This is a number from 1 to 100 given to you by your System Administrator 3 Enter your password and press Ok The default password you enter to log in for the first time or after your password has been reset is 0000 When you use the default password Enterprise Edge 2 0 Call Center forces you to change your password 4 Press DE to accept supervisor agent status or press CHNG to log in as an agent When you log in as a supervisor calls can be routed to you and you can monitor and join calls When you log in as an agent calls can be routed to you and you cannot monitor calls 5 Press IH to log in to one or more queues You must be logged in to the queue that you want to monitor You can only monitor agents logged in to the same queue as you Note If IH does not appear you are already logged in to all the queues or there are no queues available 6 Press CHHG until the queue you want to log in to All or a number from 1 to 16 appears on the display Note If there is only one queue available to log in to that you are assigned to you are automatically logged in to that queue 7 Press DE 8 Press SUFER to monitor an agent Calls will no longer be routed to you 9 Press Ok to acceptthe queue shown or press HEXT or FRE to locate the queue you want to monitor2. 0 6J P 0911642 Issue 02 Cancel Make To use the Make Busy feature 1 Press Feature Q 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 _ 9 0 BJ again to activate the Make Busy feature If Agent active appears the Make Busy feature was already on and was canceled by entering the Make Busy Feature Code Press Feature J 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 About the Make Busy 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 Wrap feature is turned on by Enterprise Edge 2 0 Call Center For information about how to program a memory button refer to the end of this guide When you use the Make Busy Feature Code Enterprise Edge 2 0 Call Center stops Busy routing calls to your telephone When you are ready to receive calls again you must cancel the Make Busy feature Note It is recommended that y
3. 10 Enter the Agent ID of the agent you want to monitor or press DIF to locate the Agent ID in the Agent directory 11 Press OK Note Surervised appears briefly if the agent is already being monitored You cannot monitor the agent at this time 12 Press MOH to monitor an agents call If iH does not appear you cannot monitor the agent at this time 13 To join the conversation press the Intercom button or pick up the handset Note If you do NOT want to be heard do not press the Intercom button and do not pick up the handset These actions will unmute your telephone 14 Press CANCL to end monitoring a call 15 Press Ris P 0911642 Issue 02 Log out Change your agent password P0911642 Issue 02 When you are finished for the day or will be away from your telephone for an extended period log out to stop calls from being routed to your telephone Using a two line display telephone To log out using a two line display telephone 1 Press Feature 9 0 4 2 Enter your Agent ID number and press Ok This is a number from 1 to 100 that is given to you by your System Administrator 3 Enter your password and press Ok 4 Press OUT Note If OUT does not appear you are not logged in to any queues 5 Press CHHG until the queue you want to log out of All or a number from 1 to 16 appears on the display Note If you are logged in to only one queue that queue is automatically selected 6 Press GK 7 Press
4. 2 Enter your Agent ID number and press This is a number from 1 to 100 that is given to you by your System Administrator 3 Enter your password four to eight digits in length and press Your login status is changed from Logged in to Logged off or Logged off to Logged in D TRS Change your supervisor agent password Transfer calls Make Busy Press 4 within five seconds of your login status changing Enter your new password and press Enter your new password again and press f Repeat steps 1 to 3 to return to your original login status SSS Your Agent ID and password provide you with access to the 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 To change your supervisor agent password 1 Press Feature OJEJ 2 Enter your Agent ID number and press Ok 3 Enter your password and press Ok The default password you enter to log in for the first time or after your password has been reset is 0000 When you use the default password Enterprise Edge 2 0 Call Center forces you to change your password 4 Press Ok to accept supervisor agent status or press CHNG to log in as an agent 5 Press IH to log in to one or more queues Note If IH does not appear you are already logged in to all the queues or there are no queues available 6 Press CHHG until the
5. Ris Using a single line display telephone When using a single line display telephone you log out of all queues to which you are assigned Note Supervisor agents cannot use single line telephones To log out using a single line display telephone 1 Press Feature JQ 0 4 2 Enter your Agent ID number and press This is a number from 1 to 100 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 out of all the queues to which you are assigned Note If Logged into all appears repeat steps 1 to 3 to log out Your Agent ID and password provide you with access to the queues to which you are assigned 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 To change your agent password using a two line display telephone 1 Press Feature OJEJ 2 Enter your Agent ID number and press OK This is a number from 1 to 100 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 7 Press Ris Using a single line display telephone To change your agent password using a single line display telephone 1 Press Feature Q 0 4
6. queue you want to log in to All or a number from 1 to 16 appears on the display Note If there is only one queue available to log in to that you are assigned to you are automatically logged in to that queue Press Ok Press ADMIH Enter your new password from four to eight digits in length and press Ok 10 Enter your new password again and press OK 11 Press Ris J When you receive a call from someone who needs to talk to a specific person or has been routed to the wrong queue you can transfer the call Do not use the Call Park feature To transfer a call 1 Press Feature 7 0 or TRAMSFER on two line display telephones 2 Enter the extension of the person or queue 3 Press Ris or Ok on two line display telephones After you have finished handling a call Enterprise Edge 2 0 Call Center may be programmed to wait a short time called the Wrap period 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 2 0 Call Center from routing another call to you Do not use the Do Not Disturb feature 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 queue Note It is recommended that you use the memory button with indicator instead of Feature
7. NORTEL NETWORKS Enterprise Edge 2 0 Call Center Agent User Guide 1 800 4 NORTEL www nortelnetworks com 2000 Nortel Networks PO91 1642 Issue 02 Enterprise Edge 2 0 Call Center Agent User Guide Enterprise Edge 2 0 Call Center is an automatic call distribution ACD system designed to assist you in handling incoming calls Enterprise Edge 2 0 Call Center answers incoming calls and routes the calls to agents If there are no agents available the calls are placed in a call center queue and receive periodic announcements while waiting for an agent to become available This guide describes the features and how to use them as a call center agent and a Supervisor agent Feature Codes Use Feature Codes to access Enterprise Edge 2 0 Call Center features This guide shows the default Feature Codes Enterprise Edge 2 0 Call Center can also use Custom Feature Codes If the Feature Codes shown do not access 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 9191 Feature 191 Login Logout Feature JEJO Feat
8. assword appears press OTHF or and then enter the Queue Mailbox number and password If you do not know the Queue Mailbox number or password ask your System Administrator 3 Press Ok or f 4 Press FLAY Or 2 to listen to the new messages For more details about using the Queue Mailbox ask your System Administrator You can program memory buttons for one touch access to Enterprise Edge 2 0 Call Center features Note It is recommended that you program memory buttons and use them instead of Feature _ 9 0 4J Feature J and Feature _ OJEJ To program a feature on a memory button 1 Press Feature BJ 2 Press the memory button that you want to program 3 Press Feature and enter the feature code P 0911642 Issue 02 You cannot assign features to Line Intercom Answer or Handsfree Mute buttons 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 shaped icons that appear beside some memory buttons on Enterprise Edge telephones If you program Enterprise Edge 2 0 Call Center features on memory buttons with indicators the indicators provide additional information about that feature P0911642 Issue 02
9. ay telephones 1 Press Feature Q 0 Q The display changes to the next display every five seconds After the four displays appear for each queue the Queue Status feature exits 2 Press Ris to exit About the Queue Status memory button Program a memory button with Feature 9 0 4 to view the status of the queues you are currently logged into Program a memory button with the Queue Status Feature 0 to view the status ofall queues whether or not you are logged in to them If the memory button you choose has an indicator the indicator shows the status of the calls for the 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 flashing slowly at least one call in the queue has exceeded the marginal wait time If the indicator is flashing quickly at least one call in the queue has exceeded the acceptable wait time For information about how to program a memory button refer to the end of this guide Each queue in Enterprise Edge 2 0 Call Center has a Queue Mailbox assigned to it The Queue Mailboxes collect any messages left by the customers using the call center queue These mailboxes should be checked on a regular basis to ensure that customer messages are responded to promptly To retrieve a message from the Queue Mailbox 1 Press Feature 1919101 2 flag appears enter the Queue Mailbox number and password If P
10. ou use the memory button with indicator instead of Feature 0J 6 To cancel the Make Busy feature 1 Press Feature JQ 0 Agent active appears on the display If fuss enabled appears press Feature _ 9 0 8 again Use the Queue Status Feature Code to view information about the queue and the calls View the queue status P0911642 Issue 02 waiting in the 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 queue The status can be Enabled Disabled or Uninit uninitialized The Agents display shows the queue number and the peer number of agents currently logged onto that queue The Calls display shows the queue number and the number ects of calls currently in the queue The Wait display shows the queue number and amount of l uait 9 45 time the oldest call has been waiting in the queue The wait time appears in minutes and seconds Retrieve messages from the Queue Mailbox Program a memory button To view the status of all queues using a two line display telephone 1 Press Feature Q 0 Q The Queue display for Queue 1 appears 2 Press QUEUE to view information about the next queue Press HEXT to view the next queue status display 3 Press Ris to exit To view the status of all queues using a single line displ
11. to the end of this guide Log in as a Supervisor agent so that you can monitor and or join calls between agents and callers and so that calls can be routed to you Supervisor agents must use a two line display telephone Check with your System Administrator to make sure you are set up as a Supervisor agent To monitor calls with your voice muted your telephone must have the handsfree mute feature programmed Using a headset It is recommended that you use a headset for privacy rather than handsfree while monitoring a call The headset must be plugged in to the headset port on the bottom of the telephone Check with your System Administrator to make sure you are set up with the ability to use a headset Monitoring tips More than one supervisor can log in to the same queue An agent can be monitored by only one supervisor at a time Agents hear a tone when the supervisor agent begins to monitor the call While monitoring a call the intercom indicator will flash This is normal and indicates the telephone is muted When you press the intercom button mute will toggle with unmute 3 To participate in the call unmute the call by switching from handsfree to the handset While on a call do not initiate a monitoring session While you are in Feature 0 4 Do not start a non preprogrammed feature session by pressing the button Do not start any 900 series feature sessions other than Feature _ 0 6
12. ure J _ Make Busy Feature 9 fo 8 Feature JQ Queue status Feature J 0 Feature JQ Log in as an Log in as an agent so that calls can be routed to you You will not be able to log in if the agent maximum number of agents is already logged in if you are logged in to a different telephone or if someone else is logged in to your telephone You can log in only to the queues to which you are assigned Do not use Call Park while on a call Instead press Feature Z 0 or TRANSFER on two line display telephones to send the call to another agent or to a queue You can also let the call ring until the time has expired Using a two line display telephone To log in as an agent 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 100 thatis given to you by your System Administrator 3 Enter your password and press OK The default password you enter to log in for the first time or after your password has been reset is 0000 When you use the default password Enterprise Edge 2 0 Call Center prompts you to change your password 4 Press IH to log in to one or all queues Note If IH does not appear you are already logged in to all the queues or there are no queues available P0911642 Issue 02 Log in and monitor calls as a supervisor agent P0911642 Issue 02 5 Press CHHG until the queue that you want to log in to appears on the displa
13. y All or a number from 1 to 16 Note When you log in to all queues you are logged in to all the queues to which you are assigned If there is only one queue available to log in to you are automatically logged in to that queue 6 Press Ok 7 Press Ris Using a single line display telephone When you log in using a single line display telephone you log in to all queues to which you are assigned To log in as an agent using a single line display telephone 1 Press Feature OJEJ 2 Enter your Agent ID number and press This is a number from 1 to 100 that is given to you by your System Administrator 3 Enter your password and press f The default password you enter to log in for the first time or after your password has been reset is 0000 When you use the default password Enterprise Edge 2 0 Call Center forces you to change your password 4 The agents name and Logged into all appears on the display indicating you are logged in to all queues to which you are assigned Note If Logged out all appears repeat steps 1 to 3 to log in About the Login memory button To provide easy one button access to the Login feature program a memory button with the Login Feature Code If the memory button you choose has an indicator the indicator will show your login status If the indicator is off you are not logged in If the indicator is on you are logged in For information about how to program a memory button refer
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