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Call Center Supervisor Guide

Call Center is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. If there are no agents available, the calls are placed in a skillset to wait for an appropriate agent.

Waiting callers receive periodic announcements and informative messages.

This guide describes how you can use Call Center features as a supervisor or an agent. For more information about Call Center agents, refer to the Call Center Agent Guide. For information about Call Center administration, refer to the Call Center Set Up and Operation Guide and the Call Center Reporting Set Up and Operation Guide. For information about Multimedia Call Center, refer to the Multimedia Call Center Set Up and Operation Guide and Multimedia Call Center Agent Help.

Logging on to Call Center

You can log on as a supervisor to monitor or participate in calls between agents and callers. You can also log on to a skillset as an agent to have calls routed to you. Check with your Call Center Administrator to make sure you are set up as a supervisor. You must use a two-line display telephone. Your telephone must have handsfree/mute capability. To monitor calls with your voice muted, your telephone must have the handsfree/mute feature programmed.

What agents should log on to

The Call Center Administrator assigns what type of calls agents can receive. The type of calls agents can receive determines whether they must log on to a telephone, Multimedia Call Center or both. This table shows what capabilities agents have depending on the call types they can receive.

Tell your agents what they must log on to, depending on the type of calls they can receive.

 

 

 

 

Can you have

Can you have

Type of calls

Are you logged

Are you logged

Can you have

phone and

browser only

you can

onto a

onto Multimedia

browser

Multimedia

receive

telephone?

Call Center?

voice calls?

Multimedia Call

Call Center

 

 

 

 

 

Center calls?

calls?

 

 

 

 

 

 

Voice

No

Not permitted

No

-

-

 

 

 

 

 

YES

Not permitted

YES

-

-

 

 

 

 

 

 

 

 

No

No

-

No

No

 

 

 

 

 

 

Multimedia

No

YES

-

No

YES

 

 

 

 

 

Call Center

 

 

 

 

 

YES

No

-

No

No

 

 

 

 

 

 

 

 

YES

YES

-

YES

YES

 

 

 

 

 

 

 

No

No

No

No

No

 

 

 

 

 

 

Both

No

YES

No

No

No

 

 

 

 

 

YES

No

No

No

No

 

 

 

 

 

 

 

 

YES

YES

YES

YES

YES

 

 

 

 

 

 

Call Center Supervisor Guide

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Nortel Networks P0606200 03 manual Logging on to Call Center, What agents should log on to