Nortel Networks Call Center Telephone manual Chapter Setting up agents, About adding agents

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Chapter 8

Setting up agents

Agents handle the calls in your call center. Supervisors are agents with additional capabilities. Supervisors can change their own password and monitor calls between agents and callers. You can record your agent programming in the table “Call Center agents” on page 175.

About adding agents

The maximum number of agents you can have is 20 for Basic Call Center and 100 for Enhanced Call Center.

For more information about Call Center agents, refer to the Nortel Networks Call Center Agent Guide.

Agent properties

Agent ID	Each agent is assigned a unique ID number. Call Center assigns the lowest
	available ID number, but you can assign a different number when you add
	the agent. Statistics are collected and reported for each ID number. For
	more information on statistics, refer to “Monitoring call activity” on page 151
	and refer to the Nortel Networks Call Center Reporting Set Up and
	Operation Guide.
Name	The agent name can be a maximum of 13 characters. If you do not enter a
	name, a default agent name appears as the word Agent and the ID number,
	for example, Agent12. Do not create agent names that have the same first
	seven characters. If you use Call Center Reporting, it truncates the agent
	name after the first seven characters and your agent names appear
	identical.
Supervisor	Super indicates that an agent has supervisor status. A supervisor is an
	agent with supervisor status. A supervisor has additional capabilities, such
	as the ability to monitor calls between agents and callers. Supervisors can
	monitor incoming calls only. Supervisors cannot monitor outgoing calls.
Automatic answer	Automatic Answer is optional. Select Automatic Answer if you want to
	force-deliver calls to an agent.
	If Automatic Answer is enabled, the agent hears a tone that indicates that a
	call is delivered. The agent is automatically in the handsfree mode. It is
	important that agents use the Not Ready feature when they are not
	available to receive calls.
	If Automatic Answer is not enabled, calls ring at the agent's telephone and
	the agent must answer calls manually.
Missed Call Option	The Missed Call Option controls how a call is treated if an agent does not
	answer the call. Busy assigns an agent's telephone to respond as it does
	with the Not Ready feature enabled. Logout automatically logs an agent out
	of their skillset if they do not answer a call.
	The default is Busy, which returns the call to the skillset.

Call Center Telephone Administration Guide