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Nortel Networks 1000 manual Agent and Supervisor features, Agent Login

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Agent and Supervisor features

Agent and Supervisor features

This section describes the following login features that are common to the Call Center Agent and Supervisor:

•Agent Login

•Login with Agent ID and Multiple Queue Assignments

•Agent Logout

Agent Login

Use the Agent Login to enter an Automated Call Distribution (ACD) queue. If an Agent ID is assigned, enter the four-digit code at the display screen prompts.

1. Lift the handset.

2. Tap the Incalls soft key.

3.If Enter Agent ID appears on the screen, use the dialpad to enter the ID.

4.Press the # key. The telephone enters a Not Ready state.

5.To join the ACD queue, choose one of the following:

— Tap the Incalls soft key.

— Tap the NotReady soft key.

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Nortel Networks 1000 manual Agent and Supervisor features, Agent Login

Contents

IP Phone Page Revision history Revision history Contents Supervisor features IndexBasic features About the IP PhoneIP Phone Telephone controls About the IP Phone About the IP Phone About the IP Phone Telephone Display IP Phone 2007 displayTools/Navigation area About the IP Phone Cleaning the Telephone Screen Touch panelApplication Text Entry Enter text using the telephone dialpadEnter and edit text Editing soft key description Edit text using the soft keysEnter text using the pop-up keyboard Enter text using the USB keyboard USB keyboard function keys during telephone callsAgent and Supervisor features Agent LoginLogin with Agent ID and Multiple Queue Assignments Agent ID and MQA login options To log Default Login Agent Logout To log outTo answer the call Agent featuresAnswer ACD calls To terminate the call To enable call forcing for headset usersUse Force Call Use Activity code To record activitiesUse Emergency Use Not ReadyTo answer a call Place or answer non-ACD callsTo place a call To answer a call from the supervisor while on another call Contact the supervisorTo answer a call from the supervisor To conference in the supervisor during a call in progress To place a call to the supervisorTo return to the ACD call Supervisor features Use Answer AgentAgent status Use Agent keyUse Answer Emergency Use Call Agent Use InterflowUse Night Service To activate Night ServiceTo transition to Night Service To deactivate Night ServiceObserve Display QueueTo display information on the ACD queue Current status of ACD queueDisplay Agent status Current status of agentsDisplay Queue soft key states Soft key display Queue status DescriptionTerms you should know Terms you should know Terms you should know Terms you should know Terms you should know Terms you should know Regulatory and safety information Safety EMC ComplianceOther DenAn regulatory notice for JapanRegulatory and safety information Index Cleaning Page Copyright 2007 Nortel Networks. All rights reserved