Call Center Supervisor Guide | Nortel Networks P0606200 03 instruction

Part No. P0606200 03

23 March 2004

Call Center

Supervisor Guide

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Nortel Networks P0606200 03 manual Call Center Supervisor Guide

Contents

Call Center Supervisor Guide Trademarks Copyright 2004 Nortel Networks What agents should log on to Logging on to Call Center ≤·‚· Using Feature Codes Monitoring call activity Using Silent Monitor with Answer DNSilently monitoring agent calls Logging on and monitoring agent calls Monitoring tips Call Center Supervisor Guide Receiving a call on your telephone About monitoring sessions Monitoring skillsets Using a memory button to monitor calls waiting in skillsetsTo monitor skillsets Taking some Not Ready time Using Not ReadyLogging off Programming Not Ready to a memory button Programming a feature to a memory button Changing your supervisor passwordMemory button indicators Programming a memory button Supervisor Help Handling escalated or missed requests Handling Supervisor help requests An example of retrieving an escalated request Updating web page lists for Multimedia Call Center agents Checking skillset mailboxes for messagesCommunicating Activity Codes to agents Playing messages in a skillset mailbox Important considerations about how agents use features Follow-me browsing Multimedia Call Center agents only Multiple callsAutomatic Answer Activity Codes Call Center Supervisor Guide P0606200