Chapter 2 Intelligent Contact Center Agent 15
Using Feature Codes
You use Feature Codes to access Intelligent Contact Center features. The default Feature Codes are shown below. Your Contact Center Administrator can program Custom Feature Codes that you use instead. If you use Custom Feature Codes, you can record them in the spaces below.
Feature | Default Feature Code | Custom Feature Code |
Open mailbox | ≤·°⁄ | ≤· ___ ___ | |
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Log on/Log off | ≤·‚›* | ≤· ___ ___ | |
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Supervisor Help | ≤·‚fl* | ≤· ___ ___ | |
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Activity Codes (may not be | ≤·‚‡* | ≤· ___ ___ | |
available on your system) | |||
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Not Ready | ≤·‚°* | ≤· ___ ___ | |
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Display Waiting Calls | ≤·‚·* | ≤· ___ ___ | |
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Record A Call | ≤·°· | ≤· ___ ___ |
*You can program these CallPilot Feature Codes to memory buttons. For information about how to program a Feature Code to a memory button, refer to “Programming a memory button” on page 21.
Note: While you are using a feature, if you press the Feature ≤ button your present feature session ends. Do not press ≤ unless you want to end your current feature session.
Note: If you use a digital mobility handset, you must press the Feature ≤ button twice to end your current feature session. If you do not press the Feature ≤button twice, you will not be able to make an outgoing call for two minutes.
Log on
Use ≤·‚› to log on to CallPilot and the skillsets you are assigned to. You can program a memory button with the Log on Feature Code. If the memory button you choose has an indicator, the indicator shows your log on status.
•If the indicator is off, you are not logged on.
•If the indicator is on, you are logged on.
For information about how to program a memory button, refer to “Programming a memory button” on page 21.
Intelligent Contact Center Agent Guide