Nortel NN43112-107, User Manual

Page: 17 / 46

Agent and Supervisor features
17
Agent and Supervisor features
This section describes the login features that are common to the Call
Center agent and supervisor. Depending on your system configuration,
choose from the following methods of logging in and out:
• “Logging in without Agent ID (for basic ACD)” on page 17
• “Logging in with Agent ID (for Basic ACD or Contact Center
Manager)” on page 17
• “Logging in using Multiple Queue Assignments (for Basic ACD)” on
page 19
• “Logging out” on page 22
Logging in without Agent ID (for
basic ACD)
If your ACD configuration does not rely on Agent ID, which is often the
case if you do not share your phone with another person, use the
following procedure to log in to an Automatic Call Distribution (ACD)
queue.
Logging in with Agent ID (for Basic ACD
or Contact Center Manager)
If your ACD configuration uses Agent ID, which is often the case if you
share your phone with another person, use the following procedure to log
in to an Automatic Call Distribution (ACD) queue. If an Agent ID is
assigned to you, the display screen prompts you to enter a four-digit
code.
Note: The following procedure applies if you are working in a Basic
ACD environment or a Nortel Contact Center Manager environment.
1. Press the Make Set Busy key.
MakeSetBsy