Nortel Call Center Telephone, Administration Manual

Page: 101 / 191

101
Call Center Telephone Administration Guide
Chapter 8
Setting up agents
Agents handle the calls in your call center. Supervisors are agents with additional capabilities.
Supervisors can change their own password and monitor calls between agents and callers. You can
record your agent programming in the table
“Call Center agents” on page 175 .
About adding agents
The maximum number of agents you can have is 20 for Basic Call Center and 100 for Enhanced
Call Center.
For more information about Call Center agents, refer to the Nortel Networks Call Center Agent
Guide .
Agent properties
Agent ID
Each agent is assigned a unique ID number. Call Center assigns the lowest
available ID number, but you can assign a different number when you add
the agent. Statistics are collected and reported for each ID number. For
more information on statistics, refer to
“Monitoring call activity” on page 151
and refer to the Nortel Networks Call Center Reporting Set Up and
Operation Guide.
Name
The agent name can be a maximum of 13 characters. If you do not enter a
name, a default agent name appears as the word
Agent and the ID number,
for example, Agent12. Do not create agent names that have the same first
seven characters. If you use Call Center Reporting, it truncates the agent
name after the first seven characters and your agent names appear
identical.
Supervisor
Super indicates that an agent has supervisor status. A supervisor is an
agent with supervisor status. A supervisor has additional capabilities, such
as the ability to monitor calls between agents and callers. Supervisors can
monitor incoming calls only. Supervisors cannot monitor outgoing calls.
Automatic answer
Automatic Answer is optional. Select Automatic Answer if you want to
force-deliver calls to an agent.
If Automatic Answer is enabled, the agent hears a tone that indicates that a
call is delivered. The agent is automatically in the handsfree mode. It is
important that agents use the Not Ready feature when they are not
available to receive calls.
If Automatic Answer is not enabled, calls ring at the agent's telephone and
the agent must answer calls manually.
Missed Call Option
The Missed Call Option controls how a call is treated if an agent does not
answer the call. Busy assigns an agent's telephone to respond as it does
with the Not Ready feature enabled. Logout automatically logs an agent out
of their skillset if they do not answer a call.
The default is Busy, which returns the call to the skillset.