18Chapter 2 Intelligent Contact Center Agent
To Display Waiting Calls
1Press ≤·‚·.
The skillset display for skillset 1 appears.
On a one line display | On a two line display telephone | To | |
telephone press | press | ||
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⁄ | ⁄ or GOTO | enter the number of the skillset you want to | |
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| monitor | |
¤ | ¤or SKILL | monitor the next enabled skillset | |
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‹ or fl | ‹ or fl or NEXT | go to the next skillset | |
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› | › or PREV | go to the previous menu | |
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£ | £ | go to the next menu | |
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• | • | cancel the session | |
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® | ® | exit | |
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Using Display Waiting Calls with a memory button
Program a memory button with ≤·‚· to view the status of all skillsets, including the skillsets that you are logged on to. If the memory button you choose has an indicator, the indicator shows information for the calls for the skillset that you are logged on to.
•If the indicator is off, all of the calls are within the acceptable wait time.
•If the indicator is flashing slowly, at least one call has exceeded the primary alert time.
•If the indicator is flashing quickly, at least one call in the skillset has exceeded the secondary alert time.
The CallPilot Administrator sets what the alert times are.
For information about how to program a memory button, refer to “Programming a memory button” on page 21.
Not Ready
If you use Not Ready, you do not receive calls. Your CallPilot Administrator can also program a Break Time, which makes CallPilot automatically wait a short time before it routes the next call to you. You can use the Break Time to complete any paperwork required by the last call. If you need some extra time, use Not Ready to prevent Intelligent Contact Center from routing another call to you. Do not use the Do Not Disturb feature. You can use Not Ready while a call is ringing on your telephone. The call that is ringing on your telephone goes back to the skillset.
