Nortel Call Center Telephone, Administration Manual

Page: 155 / 191

Chapter 11 Monitoring call activity 155
Call Center Telephone Administration Guide
An example of monitoring skillsets
In the example shown here, there are calls waiting in skillset 1. In this situation, after you monitor
the skillsets, you can ask any qualified and available agents from another skillset to log on to
skillset 1 until the calls in skillset 1 are handled.
To monitor calls using a one or two line telephone
You can monitor calls using a one line telephone. While you are using
≤ · ‚·
, on a one
line or a two line telephone you can:
• press
⁄
for GOTO to enter the number of the skillset you want to monitor
• press
¤
for NEXT
• press
‹
or
fl
for SKILL to monitor the next enabled skillset
• press
›
for PREV to go to previous menu
• press
£
to go to the next menu
• press
•
to cancel the session
1
Press
≤ · ‚·
.
2
Press
NEXT
to monitor skillset 1.
In this example, skillset 1 is enabled and appears on the display
first. If skillset 1 is not enabled, press
NEXT
to go to skillset 2.
To monitor the next skillset, press
SKILL
at any time.
To monitor another skillset, press
GOTO
and enter the skillset
number.
3
The display shows the number of agents logged on to skillset 1.
Press
NEXT
.
4 The display shows the calls that are currently waiting to be
answered by agents in skillset 1.
Press
NEXT
.
5 The display shows that the call waiting the longest in skillset 1
has been waiting for four minutes.
6 Press
®
to end the session
or
press
GOTO
to monitor another skillset and enter the skillset
number
or
press
NEXT
to monitor skillset 2.
Skill 1: Enabled
GOTO SKILL NEXT
1: 7 agents
GOTO SKILL NEXT
1: 2 calls
GOTO SKILL NEXT
1: wait 4:00
GOTO SKILL NEXT