16Call Center Supervisor Guide
Important considerations about how agents use features
Call Transfer
Agents can use Transfer to transfer a call to another agent, another person such as a subject matter expert, or send the call back to a skillset.
•If the agent wants to send the call to a specific agent or another person, the agent can enter the Transfer Feature Code (≤‡‚) and enter the extension number.
•If the agent wants to send the call to a skillset, the agent can enter the Transfer Feature Code (≤‡‚)and enter the CDN of a skillset to send the call to a skillset.
•If you are monitoring an agent and they transfer a call, you do not continue to hear the call.
Agents who want to transfer a call to a mailbox should use ≤·°fl.
Agents who are only Multimedia Call Center agents do not receive Call Center voice calls, but other Call Center agents can transfer voice calls to Multimedia Call Center agents.
Call Forward
Advise agents not to use Call Forward. An agent who uses Call Forward is automatically logged out or made busy, depending on their agent settings. Agents can use Call Forward to Voicemail.
Answer DN
The only way agents should use Answer DN is if they program their portable set to be the Answer DN for their main telephone. You cannot hear calls that agents answer on their Answer DN. You can only hear calls that agents answer from the set they are logged on to.
If an agent uses their Answer DN telephone to answer a call that is transferred to them, Call Center does not recognize the agent as being busy, and still sends calls to the agent’s main set.
Agents who log on from a regular telephone and answer Call Center calls using an answer DN key from a portable telephone cannot use Supervisor Help.
Do Not Disturb
Instead of using Do Not Disturb, agents must use the Not Ready Feature Code (≤·‚°). If agents use Do Not Disturb they are automatically logged out or made not ready.
Call Forward No Answer
When an agent’s phone is on Call Forward No Answer to the voicemail extension, the number of rings for Call Forward No Answer must be less than the number of rings for Transfer Callback Timeout. If a call is forwarded by CFNA to another agent and is answered by that agent, the original agent who has CFNA setting is made Not Ready or logged out instead of staying idle.
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