Call Center Supervisor Guide P0606200 | Nortel Networks P0606200 03

18Call Center Supervisor Guide

P0606200 03

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Nortel Networks P0606200 03 manual Call Center Supervisor Guide P0606200

Contents

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