16Chapter 2 Intelligent Contact Center Agent
Supervisor Help
With Supervisor Help you can request help from a supervisor while you are on a call by pressing a programmed feature button. You can send an urgent request for help without interrupting the call, and without the caller being aware of your help request.
Note: Whether you can use Supervisor Help depends on the system your CallPilot uses. Ask your supervisor whether you can use Supervisor Help.
Supervisor Help is for situations where you are on a call and urgently require the help of a supervisor without alerting the caller that a supervisor is being called in. It is not intended for routine consultations or when you are not on a CallPilot call. You must be logged on to CallPilot and on a CallPilot call to use Supervisor Help.
To use Supervisor Help you must have a memory button programmed with the Supervisor Help Feature Code (F906). The programmed key must have an LCD indicator. The memory button can have a distinct bright color so it can easily be distinguished from the other buttons. For information about how to program a memory button, refer to “Programming a memory button” on page 21.
Activity Codes
You use Activity Codes to allocate calls to certain activities. You can press ≤·‚‡ to start an Activity Code session anytime during or after the call until your Break Time ends.
Note: Activity Codes may not be available for your system.
Enter Activity Codes early in your Break Time to ensure that CallPilot records them.
If your Activity Code sessions are prompted, and you have not entered an Activity Code by the end of the call, your telephone display automatically prompts you to enter Activity Codes. It is recommend that you program a memory button with ≤·‚‡. For information about how to program a memory button, see “Programming a memory button” on page 21.
If your Activity Code sessions are prompted, and you park and page a call, after you park the call an Activity Code session will not automatically appear on your telephone. If you want to enter an Activity Code for the call, you can do it during your Break Time by pressing ≤·‚‡.
The ≤·‚‡ session remains on your telset for 2 minutes, unless you enter an Activity Code or release the ≤·‚‡ session.