Nortel Networks BCM50 3.0 manual To use Not Ready, Programming Not Ready to a memory button

Page 19

Chapter 2 Intelligent Contact Center Agent 19

It is recommend that you program a memory button with an indicator instead of pressing

≤·‚°. For information about how to program a memory button, refer to “Programming a memory button” on page 21.

Note: While you use Not Ready, you still receive non-CallPilot, intercom and transferred calls.

To use Not Ready

1Press ≤·‚°. Make Not Ready appears on the display.

If you press ≤·‚° and Break canceled appears on the display, you canceled the Break Time that the CallPilot Administrator programmed for you. You must press ≤·‚° again to activate the Not Ready feature.

If you press ≤·‚°and Agent active appears, the Not Ready feature was on and you canceled it. Press ≤·‚° again to activate Not Ready.

2Cancel the Not Ready feature by pressing ≤·‚° when you are ready to take calls again.

If Not ready appears, press ≤·‚° again.

Not Ready is automatically enabled if you do not answer your telephone, if Not Ready is configured in CallPilot.

Programming Not Ready to a memory button

You can have convenient, one-button access to Not Ready if you program a memory button with the Not Ready Feature Code. If the memory button you choose has an indicator, the indicator shows your busy status.

•If the indicator is off, Not Ready is off.

•If the indicator is on, Not Ready is on.

•If the indicator is flashing, the Break Time feature is on.

For information about how to program a memory button, refer to “Programming a memory button” on page 21.

Not-Ready Timeout

Not-Ready Timeout enables the agent, who is in the Not Ready state, to be automatically placed back in the available state after a pre-configured timeout. Use the CallPilot Manager to configure this feature. This feature is not available using the F983 or Telset UI.

Manual Not-Ready Timeout

Manual Not-Ready Timeout enables the agent to manually place themselves back in the available state after a pre-configured timeout. Use the CallPilot Manager to configure this feature. This fea- ture is not available using the F983 or Telset UI.

Intelligent Contact Center Agent Guide

Page 18 Page 20
Image 19
Page 18 Page 20
Contents Intelligent Contact Center Agent Guide Trademarks Task List Task List NN40040-101 Contents Contents NN40040-101 Audience About this guideAbout CallPilot Symbols and text conventions Feature Getting started NN40040-101 To log on from a two-line display telephone Logging on to CallPilotTo log on if you are taking only browser calls Logging on to Multimedia Contact CenterTo log on from a one-line display telephone To log on if you are taking only voice callsTo log off from a one-line display telephone Logging off CallPilotWhat you should log on to To log off from a two-line display telephoneTo change your password from a two-line display telephone Changing your agent passwordTo change your password from a one-line display telephone Log on Using Feature CodesActivity Codes Supervisor HelpDisplay Waiting Calls To have an Activity Code sessionTo Display Waiting Calls Using Display Waiting Calls with a memory buttonNot Ready Programming Not Ready to a memory button To use Not ReadyAudible Notification Interval Record a CallMemory button indicators To program a feature to a memory buttonProgramming a memory button Using Automatic Answer Other CallPilot featuresTo transfer a call Transferring callsSilent Monitor Viewing call informationImportant considerations about using features Checking skillset mailboxes for messages Skillset mailboxesTo play messages in a skillset mailbox Follow-me browsing Multimedia CallPilot agents only
Top Page Image Contents