24 Chapter 2 Intelligent Contact Center Agent
Viewing call information
Your telephone display shows information about your current call.
While the call is ringing, the display shows the skillset the call came from. If your CallPilot is configured to show the Caller ID first, the Caller ID is shown briefly followed by the Skillset name.
When you answer a call, the display shows the Caller ID of the caller. While you are on a call, you can press the INFO softkey to display:
•the telephone number the caller is calling from
•the caller name
•the line the call came in on
Silent Monitor
CallPilot Supervisors have the ability to silently monitor your calls, including personal calls.
If you make a call that you do not want to be monitored, first log off as an agent, then log on again when you complete your call. For example, you may want to log off before you check your personal voice mailbox messages so the supervisor cannot listen to them.
