Nortel Networks BCM50 3.0 manual Viewing call information, Silent Monitor

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24 Chapter 2 Intelligent Contact Center Agent

Viewing call information

Your telephone display shows information about your current call.

While the call is ringing, the display shows the skillset the call came from. If your CallPilot is configured to show the Caller ID first, the Caller ID is shown briefly followed by the Skillset name.

When you answer a call, the display shows the Caller ID of the caller. While you are on a call, you can press the INFO softkey to display:

•the telephone number the caller is calling from

•the caller name

•the line the call came in on

Silent Monitor

CallPilot Supervisors have the ability to silently monitor your calls, including personal calls.

If you make a call that you do not want to be monitored, first log off as an agent, then log on again when you complete your call. For example, you may want to log off before you check your personal voice mailbox messages so the supervisor cannot listen to them.

NN40040-101

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Contents Intelligent Contact Center Agent Guide Trademarks Task List Task List NN40040-101 Contents Contents NN40040-101 About this guide AudienceAbout CallPilot Symbols and text conventions Feature Getting started NN40040-101 Logging on to CallPilot To log on from a two-line display telephoneLogging on to Multimedia Contact Center To log on from a one-line display telephoneTo log on if you are taking only voice calls To log on if you are taking only browser callsLogging off CallPilot What you should log on toTo log off from a two-line display telephone To log off from a one-line display telephoneChanging your agent password To change your password from a two-line display telephoneTo change your password from a one-line display telephone Using Feature Codes Log onSupervisor Help Activity CodesTo have an Activity Code session Display Waiting CallsUsing Display Waiting Calls with a memory button To Display Waiting CallsNot Ready To use Not Ready Programming Not Ready to a memory buttonRecord a Call Audible Notification IntervalTo program a feature to a memory button Memory button indicatorsProgramming a memory button Other CallPilot features Using Automatic AnswerTransferring calls To transfer a callViewing call information Silent MonitorImportant considerations about using features Skillset mailboxes To play messages in a skillset mailboxFollow-me browsing Multimedia CallPilot agents only Checking skillset mailboxes for messages