Avaya Call Center User's Manual
Contents
1. call unmute the call by switching from handsfree to the handset e While you are on a call do not initiate a monitoring session Notes You cannot monitor an agent who is on a conference call gt Multimedia Call Center Calls that do not have a PSTN component 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 create a report in Call Center Reporting Call Center Supervisor Guide 6 Call Center Supervisor Guide Display Waiting Calls 239018 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 uninitialised 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 in the skillset 1 wait 9 45 shows the skillset number and the time of the call waiting longest in the skillset Using Display Waiting Calls from a two line display telephone 1 Press eJ OJOJ The skillset display for skillset 1 appears 2 Press SKILL to view information abo2. 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 J 8 f J Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 Press FLAY or 2 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 Call Center Supervisor Guide 12 Call Center Supervisor Guide Features not to use while you are logged on Call Park Instead of using Call Park to transfer a call to another agent or send the call back to a skillset to send the call to a specific agent enter the Transfer Feature Code Ce 7 0 and enter the agent s extension number e to send the call to a skillset enter the Transfer Feature Code Ce 7 0 and enter the mailbox number of a skillset to send the call to a skillset Call Forward Do not use Call Forward C Q 8 4 or 4 to forward calls Call Pickup Do not use Call Pickup to retrieve a call that is ringing on another agent s phone Instead e let the call ring at the agent s phone until the number of rings for Transfer Callback Timeout is reached or enter the N
3. while you are logged on to JO 4 the last BJ 0 4 display returns before you exit P0941387 02 Call Center Supervisor Guide 5 Log on Monitor calls ejoj Use 9 OJJ to log on to Call Center and the skillsets you are assigned to and to monitor calls 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 8 Using a headset Use a headset rather than handsfree when you monitor a call 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 Monitoring tips e More than one supervisor can log on to the same skillset e An agent can be monitored by only one supervisor at a time e Agents hear ringing when a supervisor begins to monitor the call e While you monitor a call the intercom indicator on your telephone flashes This is normal and indicates the telephone is muted e When you press the intercom button mute will toggle with unmute e To participate in a
4. Part No P0941387 02 Call Center Supervisor Guide RTEL 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 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 P0941387 02 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 a you can use Call Center features as a supervisor or a an agent For more information about Call Center agents refer to the Ca
5. ll 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 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 the agent Is the agent Can the agent have have browser Type of calls logged on to phone and browser only Multimedia the agent can Is the agent logged Multimedia Call Can the agent have Multimedia Call Call Center receive on to a telephone Center voice calls Center calls calls No Not permitted No Voice Yes No
6. n 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 8 Call Center Supervisor Guide 8 Call Center Supervisor Guide 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 R 0 4 Not Ready 9 0 8 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 B 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 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 P0941387 02 Call Center Supervisor Guide 9 Logging on to Call Center 1 2 10 11 12 13 14 15 16 17 18 Press J RJ OJEJ Enter your Agent ID number and press OK or J Your Agent ID number is given to you by your Call Center Administrator Enter your password and press OE or J The default password you enter to log o
7. n 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 If you log on as a supervisor you can monitor and participate in calls Press OE to accept supervisor status If you want to log on as an agent press EHHG until Surervisor 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 IM does not appear you are already logged on to all the skillsets or there are no skillsets available Press CHNG 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 HET Press SUPER to monitor an agent Calls are not routed to you Press OE to accept the skillset shown or press HEMT or PREN to find the skillset you want to monitor Enter the Agent ID of the agent you want to monitor and press OK Invalid Agent appear
8. nd press OF Enter your password and press OE 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 Press OF to accept supervisor status or press EHHG and then OK 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 OK 8 Press HEST 9 From the Supervisor display press ADMIH 10 Enter a new password from four to eight digits long and press OE 11 Enter your new password again and press OK 12 Press P0941387 02 Call Center Supervisor Guide 11 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 agent retrieving
9. ot Ready Feature Code L QJ 0 8 on the other agent s phone Do Not Disturb Instead of using Do Not Disturb use the Not Ready Feature Code e Je 0 8 Call Forward No Answer You can use Call Forward All Calls Call Forward No Answer and Call Forward on Busy only to the voicemail extension Answer DN Do not use the Answer DN feature on any sets that you use as agent or supervisor sets P0941387 02
10. 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 the memory button with an indicator instead of pressing LJ OJBJ For how to program a memory button refer to Programming a memory button on page 8 Using Not Ready 1 Press R 0 6 Make Hot Ready appears on the display If you press J 0 6 and Wear canceled appears on the display you canceled the Break Time that the Call Center Administrator programmed for you You must press 9 0 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 R 0 8 again to activate Not Ready 2 Cancel the Not Ready feature by pressing BJ 0 6 when you are ready to take calls again If Hot reacts appears press BJ 0 8 again Not Ready is automatically enabled if you do not answer your telephone 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 o
11. s 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 OBS to monitor an agent s call At any time you can press the CAHCL softkey if you want to exit the monitoring session without logging off Press IMFO 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 Busy and Break Time BusyTO Press IMFO a second time to display the Agent ID number agent name and monitoring options again To join the call press the Intercom button or pick up the handset If you do not want to be heard do not press the intercom button and do not pick up the handset These actions unmute your telephone Press CAHCL to end monitoring a call The next agent s name appears for you to monitor Press to end your session Call Center Supervisor Guide 10 Call Center Supervisor Guide 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 QUT does not appear you are not logged on to any skillsets Changing your supervisor password Keep your password confidential Change your password regularly about every 30 days 1 Press Q 0 4 Enter your Agent ID number a
12. t permitted Yes No No No No Multimedia No Yes No Yes Call Center Yes No No No Yes Yes Yes Yes No No No No No No Yes No No No Both 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 LJB OQ Log on Log off LJO QO Not Ready J p oB ej __ Display Waiting Calls 9 fo 9 QO You can program these Call Center Feature Codes to memory buttons e Logon 9 0 4 e Display Waiting Calls 9 e Not Ready 9 0 B o For how to program a Feature Code to a memory button refer to Programming a memory button on page 8 If you enter a CallPilot Feature Code not a Call Center Feature Code while you are logged on the date and time display appears after the feature times out or you exit the feature You can enter JOJ Log on to return to the last R 0 4 display If you enter a Call Center Feature Code such as 9 0 8
13. ut the next skillset Press HE T to view the next Display Waiting Calls display 3 Press to exit Using Display Waiting Calls from a one line display telephone 1 Press 9 fo The display changes to the next display every five seconds After the four displays appear for each skillset the Display Waiting Calls feature exits 2 Press to exit at any time Using Display Waiting Calls with a memory button Program a memory button with L 0 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 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 For information about how to program a memory button refer to Programming a memory button on page 8 P0941387 02 Call Center Supervisor Guide 7 Not Ready ejo If you use Not Ready you do not receive calls The 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
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