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Contents
Chapter 1
About Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
What Call Center includes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 What you can administer through a telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Chapter 2
About Call Center telephone administration . . . . . . . . . . . . . . . . . . . . . . . . 15
Setting up Call Center with a two line display telephone . . . . . . . . . . . . . . . . . . . . . . . 15 System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 19 Feature Codes used by Call Center Administrators and supervisors . . . . . . . . . . . . . 20 Feature Codes used by Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Chapter 3
Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Enabling the Call Center software authorization code | 23 |
Setting Call Center general properties | 25 |
Primary and Secondary alert times | 25 |
Reserved channels | 26 |
Setting Caller ID | 27 |
Setting the Supervisor Help request timeout | 28 |
Selecting skillsets supervisors can receive help requests from | 28 |
Configuring lines | 29 |
Setting the Answer Lines status | 31 |
Resetting the Call Center Administrator password | 32 |
Chapter 4 |
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Call Center greetings | 35 |
About Call Center greetings | 35 |
Types of Call Center greetings | 35 |
Recording a Call Center greeting | 36 |
Call Center Telephone Administration Guide
