Nortel Call Center Telephone, Administration Manual

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Chapter 2 About Call Center telephone administration 21
Call Center Telephone Administration Guide
Feature Codes used by Call Center agents
If you have Custom Feature Codes, record them in the table “Feature Codes” on page 172 .
Agent Feature Codes
For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent
Guide . For more information on Feature Codes used by supervisors, refer to the “Feature Codes
used by Call Center Administrators and supervisors” on page 20 .
Agents use this Feature Code To...
Open Mailbox
≤ ·°⁄
• access messages in a skillset mailbox
Log on/Log off
Monitor skillsets
≤·‚›
• log on when they are in the office
• view the status of the skillsets they are logged on to. Agents can
program a memory button with the Log on/Log off Feature Code. The
status of the calls waiting in the skillset is shown by the flash rate of
the indicator. For more information refer to
“Primary and Secondary
alert times” on page 25 .
Supervisor Help
≤·‚fl
• requests help from a supervisor
Activity Codes
≤·‚‡
• start a session where they can enter Activity Codes
Not Ready
≤·‚°
• activate or cancel the Not Ready feature on their telephone. If the
work resulting from a call requires extra time to complete, an agent
can use the Not Ready Feature Code to prevent Call Center from
routing another call to them. If an agent makes a telephone call, or if a
supervisor is monitoring a call, they first use the Not Ready Feature
Code to activate the Not Ready feature. When the agent is ready to
receive calls, they use this Feature Code to cancel the Not Ready
feature and receive calls again.
• If an agent does not answer a call within a certain number of rings, the
call is returned to the skillset and the agent telephone is automatically
placed into Auto Busy Mode or Auto Logout Mode. The agent must
manually cancel the Auto Busy Mode feature by using the Not Ready
Feature Code to continue to receive calls.
Display Waiting Calls
≤ ·‚·
• see, during peak call periods, which skillsets have the most call
activity.