Nortel Networks P0606200 03 manual Copyright 2004 Nortel Networks, Trademarks

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Call Center Supervisor Guide

Copyright © 2004 Nortel Networks

All rights reserved. 2004.

The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc.

Trademarks

NORTEL NETWORKS is a trademark of Nortel Networks.

Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

All other trademarks and registered trademarks are the property of their respective owners.

P0606200 03

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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 ≤·‚·Silently monitoring agent calls Using Silent Monitor with Answer DNMonitoring call activity Monitoring tips Logging on and monitoring agent callsCall Center Supervisor Guide About monitoring sessions Receiving a call on your telephoneTo monitor skillsets Using a memory button to monitor calls waiting in skillsetsMonitoring 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