Nortel Networks BCM50 3.0 manual Task List

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Task List

Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Intelligent Contact Center Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

To log on from a two-line display telephone	11
To log on from a one-line display telephone	12
To log on if you are taking only voice calls	12
To log on if you are taking only browser calls	12
To log on if you are taking voice and browser calls	12
To log off from a two-line display telephone	13
To log off from a one-line display telephone	13
To change your password from a two-line display telephone	14
To change your password from a one-line display telephone	14
To have an Activity Code session	17
To Display Waiting Calls	18
To use Not Ready	19
To program a feature to a memory button	21
To transfer a call	23
To play messages in a skillset mailbox	26

Intelligent Contact Center Agent Guide

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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 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 telephoneChanging your agent password To change your password from a two-line display telephoneTo change your password from a one-line display telephone Log on Using Feature CodesActivity Codes Supervisor HelpDisplay Waiting Calls To have an Activity Code sessionUsing Display Waiting Calls with a memory button To Display Waiting CallsNot Ready Programming Not Ready to a memory button To use Not ReadyAudible Notification Interval Record a CallTo program a feature to a memory button Memory button indicatorsProgramming 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