Nortel Networks BCM50 3.0 manual About this guide, Audience, About CallPilot

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Chapter 1

Getting started

About this guide

The Intelligent Contact Center Agent User Guide explains how agents use CallPilot.

About CallPilot

CallPilot is an application that handles incoming calls as efficiently and economically as possible. CallPilot answers calls, then routes the calls to agents in a skillset that most closely meets the needs of the caller. If there are no agents available, the calls are placed in a skillset to wait for an appropriate agent. Waiting callers receive periodic announcements and informative messages

Audience

This guide is for Contact Center Agents. It is possible that not all features in this guide are available for your CallPilot. Please check with your supervisor for feature availability.

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 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