Nortel Networks P0606200 03 manual

Part No. P0606200 03

23 March 2004

Call Center

Supervisor Guide

Contents

Main Call Center Supervisor Guide Call Center Supervisor Guide Logging on to Call Center What agents should log on to Using Feature Codes Monitoring call activity Silently monitoring agent calls Using Silent Monitor with Answer DN Monitoring tips Logging on and monitoring agent calls If an agent requests help while you are in a monitoring session 8 Call Center Supervisor Guide P0606200 03 About monitoring sessions Monitoring skillsets To monitor skillsets Using a memory button to monitor calls waiting in skillsets Taking some Not Ready time Using Not Ready Programming Not Ready to a memory button Logging off Programming a memory button Programming a feature to a memory button Memory button indicators Changing your supervisor password Supervisor Help Handling Supervisor help requests Handling escalated or missed requests An example of retrieving an escalated request Checking skillset mailboxes for messages Playing messages in a skillset mailbox Updating web page lists for Multimedia Call Center agents Communicating Activity Codes to agents Important considerations about how agents use features Call Transfer Call Forward Answer DN Do Not Disturb Multiple calls Follow-me browsing (Multimedia Call Center agents only) Automatic Answer Activity Codes