4Call Center Supervisor Guide
Using Feature Codes
Call Center agents and supervisors use Feature Codes to access Call Center features. The default Feature Codes are shown below. Your Call Center Administrator can program Custom Feature Codes that you use instead. If you use Custom Feature Codes, you can record them in the space provided below. Tell the agents what the Custom Feature Codes are.
Feature | Default Feature Code | Custom Feature Code |
Open mailbox | ≤·°⁄ | ≤·___ ___ |
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Log on/Log off | ≤·‚› | ≤·___ ___ |
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Monitor agent calls | ≤·‚fi | ≤·___ ___ |
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Supervisor help * | ≤·‚fl | ≤·___ ___ |
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Activity Codes * | ≤·‚‡ | ≤·___ ___ |
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Not Ready | ≤·‚° | ≤·___ ___ |
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Display Waiting Calls | ≤·‚· | ≤·___ ___ |
*Ask your administrator whether this feature is available on your system.
You can program these Call Center Feature Codes to memory buttons:
•Log on/Log off ≤·‚›
•Monitor calls ≤·‚fi
•Supervisor help ≤·‚fl
•Activity Codes ≤·‚‡
•Display calls waiting in a skillset ≤·‚·
•Take some Not Ready time ≤·‚°
For how to program a Feature Code to a memory button refer to “Programming a memory button” on page 11.
Note: While you are using a feature, if you press the Feature ≤ button your present feature session ends. Do not press ≤ unless you want to end your current feature session.
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