Chapter 15 Activity Codes 203
Example 3: The second agent enters an Activity Code
Time | Activity. | Peg time |
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9:00 | Start of call 1 |
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9:07 | Agent 1 transfers the call to agent 2. As soon as Agent 1 transfers the |
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| call, a prompted F907 session starts on their telephone. If agent 1 does |
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| not enter an Activity Code before the end of the Active Peg period, Call |
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| Center records the No Peg System Activity Code for 7 minutes. |
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9:10 | Agent 2 enters Activity Code 2 | 3 minutes |
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9:15 | End of call. If agent 2 does not enter another Activity Code by the end of |
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| the Active Peg period, Call Center Autopegs 5 minutes for Activity Code |
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| 2. |
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Note: For an example of transfer to a
Break Time
Break Time is a skillset property that gives agents an interval to complete tasks related to the previous call. When Break Time starts, if a call is Prompted and the agent did enter an Activity Code during the call, an ≤·‚‡session starts on the agent’s telephone. The session remains for two minutes unless the agent ends the session by entering an Activity Code, releasing the session, or taking another call.
At the end of Break Time:
•if a call is Optional and the agent did not enter an Activity Code, Call Center system records the No Peg System Activity Code.
•If a call is Prompted and the agent did not enter an Activity Code, the ≤·‚‡session exits and Call Center records the No Peg System Activity Code.
If an agent enters an Activity Code, whether Prompted or Optional, that does not cover the entire talk time of the call, Call Center autopegs the last Activity Code the agent entered for the remainder of the talk time.
If an agent enters an Activity Code as their Break Time is ending, it is possible that Call Center will not record the Activity Code, and will record the No Peg System Activity Code instead.
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Note: If the Break Time is 0, a F907 session never automatically starts on an agent’s telephone, even if the agent is Prompted for Activity Codes. Make sure the Break Time is longer than 10 seconds to allow time for Activity Code entry.
For more information about Break Time properties for a skillset, refer to “Break Time” on page 45.
Nortel Networks Call Center Set Up and Operation Guide
