Chapter 18 Troubleshooting Call Center 243
Agent problems
Agent log on problems
If an agent cannot log on at their phone:
•ensure the agent ID and password match
•check to see if the agent is already logged on to a different phone
•check to see if a different agent is logged on to this phone
Important considerations about how agents use features
Call Transfer
Agents can use Transfer to transfer a call to another agent, another person such as a subject matter expert, or send the call back to a skillset.
•If the agent wants to send the call to a specific agent or another person, the agent can enter the Transfer Feature Code (≤‡‚)and enter the extension number.
•If the agent wants to send the call to a skillset, the agent can enter the Transfer Feature Code (≤‡‚)and enter the CDN of a skillset to send the call to a skillset.
•If you are monitoring an agent and they transfer a call, you do not continue to hear the call until the transferred call is answered.
Agents who want to transfer a call to a mailbox should use ≤·°fl.
Agents who take only Multimedia Call Center do not receive Call Center voice calls, but other Call Center agents can transfer voice calls to Multimedia Call Center agents.
Call Forward
Advise agents not to use Call Forward. An agent who uses Call Forward is automatically logged out or made auto busy, depending on their agent settings, after the number of rings for transfer callback elapses. Agents can use Call Forward to the voicemail DN.
Activity Codes
Agents who answer a call on an Answer DN telephone or who use Call Pickup on a call that is ringing at another agent’s set cannot enter activity codes.
Answer DN
The only way agents should use Answer DN is if they program their portable set to be the Answer DN for their main telephone. You cannot hear calls that agents answer on their Answer DN. You can only hear calls that agents answer from the set they are logged on to. For more information about using Answer DNs with Call Center, refer to the Business Communications Manager Programming Operations Guide, Chapter 10, “Configuring DNs for system devices”.
Nortel Networks Call Center Set Up and Operation Guide
