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.

NN40040-101

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Nortel Networks BCM50 3.0 manual Viewing call information, Silent Monitor