-
Nortel Networks BCM50 3.0 - page 1
BCM50 3 .0 CallPilot Docume nt S t atus: St andard Document V ersion: 03.01 Part Code : NN40040-101 Date: Augu st 2007 Int elligent C ont act C ent er Agent Guide ...
-
Nortel Networks BCM50 3.0 - page 2
Copyright © Nortel Ne tworks Limited 2005-200 7, All rights reserved The information in this document is subj ect to change without notic e. The statements, configur ations, techni cal data, and recommendations in this document are belie ved to be accurate and re liable, but are presented wi thout express or implied warranty . Users must take full ...
-
Nortel Networks BCM50 3.0 - page 3
3 Intelligent Contact Ce nter Agent Guide Task List Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Intelligent Contact Center Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 To log on from a two-line display telephone ........................ ........... ...
-
Nortel Networks BCM50 3.0 - page 4
4 Task List NN40040-101 NN40040-101 ...
-
Nortel Networks BCM50 3.0 - page 5
5 Intelligent Contact Ce nter Agent Guide Contents Chapter 1 Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 About CallPilot . . . . . . . . . . . . . . ...
-
Nortel Networks BCM50 3.0 - page 6
6 Contents NN40040-101 NN40040-101 ...
-
Nortel Networks BCM50 3.0 - page 7
7 Intelligent Contact Ce nter Agent Guide Chapter 1 Getting started About this guide The Intelligent Contact Cent er Agent User Guide explains how agents use CallPilot. About CallPilot CallPilot is an application that ha ndles incoming calls as efficiently and eco nomically as pos sible. CallPilot answers calls, then routes the calls to ag ents in ...
-
Nortel Networks BCM50 3.0 - page 8
8 Chapter 1 Getting star ted NN40040-101 NN40040-101 Symbols and text conventions These symbols are used to highlight cr itical information for the BCM system: Caution: Alerts you to conditions where you can damage the equipment. Danger: Alerts you to conditions where you can get an electrical shock. Warning: Alerts you to conditions where you can ...
-
Nortel Networks BCM50 3.0 - page 9
Chapter 1 Getting started 9 Intelligent Contact Ce nter Agent Guide These conventions and symbols are used to represe nt the Business Series Terminal display and dialpad. These text co nventions a re used in thi s gui de to indicate the information described. Convention Example Used for Word in a sp ecial font (shown in the top line of the displ ay ...
-
Nortel Networks BCM50 3.0 - page 10
10 Chapter 1 Getting started NN40040-101 NN40040-101 ...
-
Nortel Networks BCM50 3.0 - page 11
11 Intelligent Contact Ce nter Agent Guide Chapter 2 Intelligent Contact Center Agent Logging on to CallPilot Log on to CallPilot 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 anot her telephone, or if some one else is logged on to your telephone. You can log on only to ...
-
Nortel Networks BCM50 3.0 - page 12
12 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 To log 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 ≤ ·‚› . 2 Enter your Agent ID and press £ . Your Contact Center Administrator can tell you your Agent ID. 3 Enter y ...
-
Nortel Networks BCM50 3.0 - page 13
Chapter 2 Intelligent Contact Center Agent 13 Intelligent Contact Ce nter Agent Guide What you should log on to Ask your CallPilot Supervisor whether you can re ceive only voice calls, only Multimedia CallPilot calls, or both voice and Multimedia CallPilot calls. Logging off CallPilot When you are finished for the day or will be away from your tele ...
-
Nortel Networks BCM50 3.0 - page 14
14 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 Changing your agent password Your Agent ID and password gi ve you access to the skillset s you are assign ed to. Keep your password confidential. Change your password on a regular basis, approximately e very 30 days. To change your passwor d from a two-line di splay telephone 1 ...
-
Nortel Networks BCM50 3.0 - page 15
Chapter 2 Intelligent Contact Center Agent 15 Intelligent Contact Ce nter Agent Guide Using Feature Codes You use Feature Codes to access Intelligent Contact Center fea tures. The default Feature Codes are shown below. Your Cont act Center Administra tor can program Custom Feature Codes that you use instead. If you use Custom Feature Codes, you can ...
-
Nortel Networks BCM50 3.0 - page 16
16 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 Supervisor Help With Supervisor Help you can request help from a supervisor while you are on a call by pressing a programmed feature button. You can send an u rgent request for he lp without interrupting the call, and without the caller being aware of your help request. Supervis ...
-
Nortel Networks BCM50 3.0 - page 17
Chapter 2 Intelligent Contact Center Agent 17 Intelligent Contact Ce nter Agent Guide To have an Activity Code session You can enter a maximum of 5 Activity Codes du ring a F907 session. You can have multiple F90 7 sessions during a call, and on e session after the call ends. Display Waiting Calls Use Display Waiting Calls to view information about ...
-
Nortel Networks BCM50 3.0 - page 18
18 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 To Display Waiting Calls 1 Press ≤ · ‚· . The skillset display for skillset 1 appears. Using Display Waiting Call s with a memory button Program a memory button with ≤ ·‚· to view the status of a ll skillsets, including the skillsets that you are logged on to. If the ...
-
Nortel Networks BCM50 3.0 - page 19
Chapter 2 Intelligent Contact Center Agent 19 Intelligent Contact Ce nter Agent Guide It is recommend that you p rog ram a memory button with an indicator instead of pressing ≤ ·‚° . For information about how to pr ogram a memory button, refer to “P rogrammin g a memory button” on pa ge 21 . To use Not Ready 1 Press ≤ ·‚° . Make Not ...
-
Nortel Networks BCM50 3.0 - page 20
20 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 Audible Notificati on Interval Audible Notification Interval extends the Not-Ready Timeout feature. This feature audibly noti- fies the agent, through the set, when they are in the Not-Ready state. The Not-Ready Timeout must be configured for the agent to use this feature. Use t ...
-
Nortel Networks BCM50 3.0 - page 21
Chapter 2 Intelligent Contact Center Agent 21 Intelligent Contact Ce nter Agent Guide Programming a memory button You can program memory buttons for one-touch access to Intelligent Contact Center features. You can program memory buttons for: • Log on ≤ ·‚› • Supervisor Help ≤ ·‚fl •N o t R e a d y ≤ ·‚° • Activity Codes ? ...
-
Nortel Networks BCM50 3.0 - page 22
22 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 Other CallPilot features Using Automatic Answer If you have Automatic Answ er enabled, you can u se ha ndsfree to answer calls. An audible tone tells you that you have an incoming call. Ask yo ur Cal lPilot Administrator if you have Automatic Answer enabled. Handsfree calls are ...
-
Nortel Networks BCM50 3.0 - page 23
Chapter 2 Intelligent Contact Center Agent 23 Intelligent Contact Ce nter Agent Guide Transferring calls If you have a caller who need s to talk to another person or is rou ted to the wrong skills et, you can transfer the call. Do not use the Call Park feature. To transfer a call 1 Press ≤ ‡‚ , or TRANSFER on a two line display teleph one. 2 ...
-
Nortel Networks BCM50 3.0 - page 24
24 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 Viewing call information Your telephone display sh ows information about yo ur current call. While the call is ringing, the display shows the sk illset the call came fro m. If your CallPilot is configured to show the Caller ID first, the Ca ller ID is shown briefly followed by t ...
-
Nortel Networks BCM50 3.0 - page 25
Chapter 2 Intelligent Contact Center Agent 25 Intelligent Contact Ce nter Agent Guide Important considerations about using features Activity Codes Agents who answer a call on an Answer DN telepho ne or use Call Pickup on a call that is ringing at another agent’s set cannot enter Activity Codes. Call Transfer You can use Transfer to transfer a cal ...
-
Nortel Networks BCM50 3.0 - page 26
26 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 Follow-me browsing (Multimedi a CallPilot agents only) Follow-me browsing does n ot work with embedded Flash animatio ns. If you click a Flash button, the image that you see is not displayed to the caller. If the page you are sendin g to the caller contains Flash animations, you ...
¿Tienes una pregunta acerca de Nortel Networks BCM50 3.0?
Utiliza el formulario que se encuentra abajo
Si con la ayuda del manual de instrucciones encontrado no has podido solucionar tu problema con Nortel Networks BCM50 3.0, haz una pregunta utilizando el formulario que se encuentra abajo. Si alguno de los usuarios ha tenido un problema parecido con Nortel Networks BCM50 3.0 probablemente compartirá una forma de solucionarlo.