Nortel Networks P0606200 03 manual Logging on to Call Center, What agents should log on to

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Call Center Supervisor Guide

Call Center is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches 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.

This guide describes how you can use Call Center features as a supervisor or an agent. For more information about Call Center agents, refer to the Call Center Agent Guide. For information about Call Center administration, refer to the Call Center Set Up and Operation Guide and the Call Center Reporting Set Up and Operation Guide. For information about Multimedia Call Center, refer to the Multimedia Call Center Set Up and Operation Guide and Multimedia Call Center Agent Help.

Logging on to Call Center

You can log on as a supervisor to monitor or participate in calls between agents and callers. You can also log on to a skillset as an agent to have calls routed to you. Check with your Call Center Administrator to make sure you are set up as a supervisor. You must use a two-line display telephone. Your telephone must have handsfree/mute capability. To monitor calls with your voice muted, your telephone must have the handsfree/mute feature programmed.

What agents should log on to

The Call Center Administrator assigns what type of calls agents can receive. The type of calls agents can receive determines whether they must log on to a telephone, Multimedia Call Center or both. This table shows what capabilities agents have depending on the call types they can receive.

Tell your agents what they must log on to, depending on the type of calls they can receive.

				Can you have	Can you have
Type of calls	Are you logged	Are you logged	Can you have	phone and	browser only
you can	onto a	onto Multimedia		browser	Multimedia
receive	telephone?	Call Center?	voice calls?	Multimedia Call	Call Center
				Center calls?	calls?
Voice	No	Not permitted	No	-	-
	YES	Not permitted	YES	-	-
	No	No	-	No	No
Multimedia	No	YES	-	No	YES
Call Center
	YES	No	-	No	No
	YES	YES	-	YES	YES
	No	No	No	No	No
Both	No	YES	No	No	No
	YES	No	No	No	No
	YES	YES	YES	YES	YES

Call Center Supervisor Guide