Nortel Networks BCM50 3.0 instruction

Intelligent Contact Center Agent Guide

BCM50 3.0

CallPilot

Document Status: Standard

Document Version: 03.01

Part Code: NN40040-101

Date: August 2007

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Nortel Networks BCM50 3.0 manual Intelligent Contact Center Agent Guide

Contents

Intelligent Contact Center Agent Guide Trademarks Task List Task List NN40040-101 Contents Contents NN40040-101 Audience About this guideAbout CallPilot Symbols and text conventions Feature Getting started NN40040-101 To log on from a two-line display telephone Logging on to CallPilot To log on from a one-line display telephone Logging on to Multimedia Contact CenterTo log on if you are taking only voice calls To log on if you are taking only browser calls What you should log on to Logging off CallPilotTo log off from a two-line display telephone To log off from a one-line display telephone To change your password from a two-line display telephone Changing your agent passwordTo change your password from a one-line display telephone Log on Using Feature Codes Activity Codes Supervisor Help Display Waiting Calls To have an Activity Code session To Display Waiting Calls Using Display Waiting Calls with a memory buttonNot Ready Programming Not Ready to a memory button To use Not Ready Audible Notification Interval Record a Call Memory button indicators To program a feature to a memory buttonProgramming a memory button Using Automatic Answer Other CallPilot features To transfer a call Transferring calls Silent Monitor Viewing call information Important considerations about using features To play messages in a skillset mailbox Skillset mailboxesFollow-me browsing Multimedia CallPilot agents only Checking skillset mailboxes for messages