Chapter 2 Intelligent Contact Center Agent 17

To have an Activity Code session

Activity Id:

RETRY OK

Sales support

RETRY OK

Another actv?

YES NO

1During or after a call, anytime until your Break Time ends, press ≤·‚‡ to start a session.

If you are prompted to enter Activity Codes, the ≤·‚‡ session starts automatically.

2Enter an Activity Code number and press OK.

3The Activity Code name is displayed, in this example Sales support. Press OK to confirm this is the correct Activity Code or press RETRY to return to the display on step 2.

4You can press YES to enter another Activity Code or press NO or RLS to end the ≤·‚‡ session.

You can enter a maximum of 5 Activity Codes during a F907 session. You can have multiple F907 sessions during a call, and one session after the call ends.

Note: Ask your CallPilot supervisor for the list of Activity Codes.

Display Waiting Calls

Use Display Waiting Calls to view information about skillsets and the calls waiting in skillsets. The table below describes the information in each display.

Display

Description

 

 

Skill 1: Enabled

shows the skillset number and the status of the skillset.

 

The status can be Enabled, Disabled or Uninit (uninitialized).

 

 

1: 6 agents

shows the skillset number and how many agents are currently logged on to the skillset

 

 

1: 10 calls

shows the skillset number and the number of calls waiting in the skillset

 

 

1: wait 9:45

shows the skillset number and the time of the call waiting longest in the skillset.

 

 

Intelligent Contact Center Agent Guide

Page 17
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Nortel Networks BCM50 3.0 manual To have an Activity Code session, Display Waiting Calls