Nortel Networks BCM50 3.0

Chapter 2 Intelligent Contact Center Agent 23

Intelligent Contact Center Agent Guide

Transferring calls

If you have a caller who needs to talk to another person or is routed to the wrong skillset, you can

transfer the call. Do not use the Call Park feature.

To transfer a call

1Press ≤‡‚, or TRANSFER on a two line display telephone.

2Enter the extension of the person or skillset.

3Press ®, or JOIN on a two line display telephone.

Contents

Main Page Task List Page Contents Page Chapter 1 Getting started Symbols and text conventions Page Page Chapter 2 Intelligent Contact Center Agent Logging on to CallPilot To log on from a two-line display telephone To log on from a one-line display telephone Logging on to Multimedia Contact Center To log on if you are taking only voice calls To log on if you are taking only browser calls To log on if you are taking voice and browser calls What you should log on to Logging off CallPilot To log off from a two-line display telephone To log off from a one-line display telephone Changing your agent password To change your password from a two-line display telephone To change your password from a one-line display telephone Using Feature Codes Log on Supervisor Help Activity Codes To have an Activity Code session Display Waiting Calls To Display Waiting Calls Using Display Waiting Calls with a memory button Not Ready To use Not Ready Programming Not Ready to a memory button Not-Ready Timeout Manual Not-Ready Timeout Audible Notification Interval Record A Call Programming a memory button To program a feature to a memory button Memory button indicators Other CallPilot features Using Automatic Answer Page Viewing call information Silent Monitor Important considerations about using features Follow-me browsing (Multimedia CallPilot agents only) Skillset mailboxes Checking skillset mailboxes for messages To play messages in a skillset mailbox