Call Center Supervisor Guide 17
Multiple calls
Agents can handle multiple calls, but only one call at a time can be active. If an agent has multiple calls, the agent does not receive any new calls from a skillset until the agent completes the multiple held and active calls. The agent can still receive Answer DN or transfer calls.
Follow-me browsing (Multimedia Call Center agents only)
Tell agents that if the page they are sending to the caller contains Flash animations, they must tell the caller to display the page by, for example, clicking the Next button, or telling them what item to click on a page to display the next page.
Automatic Answer
How Automatic Answer works depends on what type of telephones your call center uses:
•i2002 and i2004 IP telephones: If you connect the headset before you initialize the phone, calls are heard over the speaker. If you initialize the IP telephone before you plug in the headset, calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button. Calls always ring at the IP telephone. Every time you reconnect the headset you must initialize the headset.
•Meridian and Norstar telephones: If you use a headset, calls ring at the telephone and the headset, but calls go to the headset.
•Business Series Terminals: If you connect the headset before you connect the telephone cable to the phone jack, calls goes to the handsfree speaker. If you plug in the telephone before you connect the headset, calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button. Calls always ring at the set. Every time you reconnect the headset you must initialize the headset. Calls always ring at the set.
•T7316e: This type of telephone supports Automatic Answer.
Activity Codes
Agents who answer a call on an Answer DN telephone or who use Call Pickup on a call that is ringing at another agent’s set cannot enter activity codes.