Nortel Networks P0606200 03 manual Taking some Not Ready time, Logging off, Using Not Ready

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10Call Center Supervisor Guide

Taking some Not Ready time

If you use ≤·‚°(Not Ready), you do not receive Call Center calls. The Call Center Administrator can program a Break Time, which makes Call Center automatically wait a short time before it routes the next call to you. You use the Break Time to complete any tasks, such as paperwork, required by the last call. If you need some additional time, use Not Ready to prevent Call Center from routing another call to you. Do not use the Do Not Disturb feature. You can use Not Ready while a call is ringing on your telephone. The call that is ringing on your telephone goes back to the skillset. You can program a memory button with an indicator instead of pressing ≤·‚°.

For how to program a memory button, refer to “Programming a memory button” on page 11.

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

Using 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 Call Center 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.

2When you are ready to take calls again, cancel the Not Ready feature by pressing ≤·‚°. If Not ready appears, press ≤·‚° again.

Not Ready is automatically enabled if you do not answer your telephone, and if this option is configured in Call Center.

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 how to program a memory button, refer to “Programming a memory button” on page 11.

Logging off

Log off when you complete your shift or will be away from your telephone for an extended period.

1From the display that shows your name on the top line, press OUT. The date and time display appears. If OUT does not appear, you are not logged on to any skillsets.

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Contents Call Center Supervisor Guide Copyright 2004 Nortel Networks TrademarksLogging on to Call Center What agents should log on toUsing Feature Codes ≤·‚·Monitoring call activity Using Silent Monitor with Answer DNSilently monitoring agent calls Monitoring tips Logging on and monitoring agent callsCall Center Supervisor Guide About monitoring sessions Receiving a call on your telephoneMonitoring skillsets Using a memory button to monitor calls waiting in skillsetsTo monitor skillsets Logging off Using Not ReadyTaking some Not Ready time Programming Not Ready to a memory buttonMemory button indicators Changing your supervisor passwordProgramming a feature to a memory button Programming a memory buttonSupervisor Help Handling Supervisor help requests Handling escalated or missed requestsAn example of retrieving an escalated request Communicating Activity Codes to agents Checking skillset mailboxes for messagesUpdating web page lists for Multimedia Call Center agents Playing messages in a skillset mailboxImportant considerations about how agents use features Automatic Answer Multiple callsFollow-me browsing Multimedia Call Center agents only Activity CodesCall Center Supervisor Guide P0606200
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