Nortel Networks Wireless Office Headset P0606200 03 User Manual

Part No. P0606200 03  
23 March 2004  
Call Center  
Supervisor Guide  
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3
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  
phone and  
browser  
Multimedia Call  
Center calls?  
Can you have  
browser only  
Multimedia  
Call Center  
calls?  
Type of calls Are you logged  
Are you logged  
onto Multimedia  
Call Center?  
Can you have  
voice calls?  
you can  
receive  
onto a  
telephone?  
No  
YES  
No  
Not permitted  
No  
YES  
-
-
-
Voice  
Not permitted  
-
-
No  
YES  
No  
No  
No  
No  
YES  
No  
No  
No  
YES  
No  
YES  
No  
YES  
No  
No  
No  
YES  
No  
-
Multimedia  
Call Center  
YES  
YES  
No  
-
YES  
No  
-
No  
No  
No  
YES  
No  
YES  
No  
Both  
YES  
YES  
YES  
Call Center Supervisor Guide  
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Call 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  
≤·°⁄  
≤·‚›  
≤·‚fi  
≤·‚fl  
≤·‚‡  
≤·‚°  
≤·‚·  
Custom Feature Code  
≤· ___ ___  
≤· ___ ___  
≤· ___ ___  
≤· ___ ___  
≤· ___ ___  
≤· ___ ___  
≤· ___ ___  
Open mailbox  
Log on/Log off  
Monitor agent calls  
Supervisor help *  
Activity Codes *  
Not Ready  
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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Call Center Supervisor Guide  
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Monitoring call activity  
There are two ways that you can monitor call activity at your call center:  
You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring:  
Display calls waiting in skillsets ≤·‚·  
Monitor agent calls ≤·‚fi.  
NOTE: To use ≤·‚fi, you must program it to a memory button and press the ≤·‚fi  
memory button to monitor calls.  
For how to program a memory button, refer to “Programming a memory button” on page 11.  
Silently monitoring agent calls  
Note: Depending on what system your call center uses, Silent Monitor may not be available, but  
you can still monitor calls using ·‚. Ask your Call Center Administrator.  
When you monitor calls, you are a Silent Monitor: you are not detected by the agent or callers. You  
monitor all of the calls on an agent's telephone, rather than on a call-by-call basis. When the current call is  
completed, the monitoring session of the agent continues. You do not have to reestablish the monitoring  
session. You must be logged on before you can monitor calls.  
Note: While you monitor an agent’s calls you monitor all of their calls, including their personal  
calls. Tell agents that if they make a call that they do not want monitored, they must first log off  
as an agent, then log on again when they complete the call.  
You must program a memory button with ·‚, and then press the ·‚memory  
button to monitor calls. If the memory button you choose has an indicator, the indicator shows your log on  
status. You do not have Call Center calls sent to you while you use ·‚.  
Using Silent Monitor with Answer DN  
If you have an Answer DN programmed for your main telephone, and you are using Silent Monitor from  
your main telephone, the telephone that you have programmed as your Answer DN telephone rings briefly  
when:  
you monitor an agent who is not on a call, and the agent answers or places a call  
you start to monitor an agent who is on an active call  
you monitor an agent who puts a call on hold and answers another call or unholds the original call.  
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Call Center Supervisor Guide  
Monitoring tips  
More than one supervisor can log on to the same skillset.  
An agent can be monitored by only one supervisor at a time. Although more than one supervisor can  
view the same agent's information at the same time, only one supervisor can monitor the agent.  
While you are on a call, do not initiate a monitoring session.  
Use a headset rather than handsfree to monitor calls.This ensures call privacy and reduces the office  
noise level. Check with your Call Center Administrator to make sure you can use a headset with your  
telephone.  
Note: You cannot monitor an agent who is:  
on a conference call  
using an Answer DN  
on an ISDN or Companion set  
on any type of call if the maximum number of conference bridges are being used  
Logging on and monitoring agent calls  
You must be logged on to monitor and answer calls. You cannot log on if the maximum number of agents  
is logged on, if you are logged on to another telephone, or if someone else is logged on to your telephone.  
You can log on only to skillsets that you are assigned to.  
1
2
3
Press ·‚›.  
Enter your Agent ID number and press OK or £.  
Enter your password and press OK or £.  
The default password you enter to log on for the first time, or if your password is reset, is 0000. If you  
enter the default password, you must change your password. Enter a new password from four to eight  
digits long and press OK. Enter your new password again and press OK.  
4
5
Press IN to log on to one or more skillsets that you want to monitor. You can monitor only the agents  
who are logged on to the same skillset as you. If IN does not appear, you are already logged on to all  
the skillsets or there are no skillsets available.  
Press CHNG until the skillset you want to log on to appears on the display. The skillsets that are  
available are the skillsets that are assigned to you. If there is only one skillset available to log on to that  
you are assigned to, you are automatically logged on to that skillset.  
6
7
8
Press OK. The display briefly confirms the skillsets that you are logged on to.  
Press ®. You are now logged on and can accept calls like an agent.  
To begin monitoring agent calls press the memory button programmed with ≤·‚fi.  
After you press ≤·‚fi Call Center does not route calls to you.  
9
Press OK to accept the skillset shown or press NEXT or PREV to find the skillset you want to monitor.  
10 Enter the Agent ID of the agent you want to monitor and press OK. You can press DIR to find the Agent  
ID in the Agent directory. You can monitor any agent logged into a skillset assigned to you.  
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11 Press INFO to display the Agent ID number, agent name, call state and the time in minutes and seconds  
that the call has been in this state. Call states include Idle, Not Ready, and Break (Incall, Outcall,  
Browse, AnsDN, Ringin).  
12 Press INFO a second time to display the Agent ID number, agent name, and monitoring options again.  
13 Press OBSV to monitor an agent. If another supervisor is monitoring the agent the OBSV button does not  
appear. At any time you can press the CANCL button to exit the monitoring session without logging off.  
If the agent has no active call, has a call on hold, or is on a conference call, you hear silence. You do  
not begin to monitor the agent until the agent takes a call, takes the call off hold, or ends the conference  
call.  
14 If you want to join the call, press JOIN.  
You can press MUTE to mute your voice while you monitor.  
NOTE: Depending on what system you use, the Join and Mute keys may not appear and the Info key  
appears instead.  
15 To end the monitoring session press CANCL.  
If you want to monitor another agent in the skillset press NEXT until you see the agent you want to  
monitor, and then press OBSV.  
You can program a memory button with ·‚›. If the memory button you choose has an indicator,  
the indicator shows your log on status.  
If the indicator is off, you are logged off.  
If the indicator is on, you are logged on.  
If an agent requests help while you are in a monitoring session  
While you monitor an agent, the agent can request Supervisor Help if it is available on your system. If an  
agent requests help, you are automatically selected to help and assumed to have accepted the request.  
When you are done, the Supervisor Help session ends and your original monitoring session resumes where  
it left off.  
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Call Center Supervisor Guide  
About monitoring sessions  
Receiving a call on your telephone  
If you are monitoring an agent and you get a call on your telephone, the  
monitoring session ends if you answer the call. When you end your call,  
you can press OBSV to reenter the monitoring session with the agent.  
Making a call while monitoring  
Ending a session by logging off  
If you make a call while you are monitoring an agent, the monitoring  
session ends and you must begin monitoring using ≤·‚fi to  
reestablish a monitoring session.  
The session ends if you or the agent are forced to log off or if the agent  
logs off voluntarily.  
If the agent is on a call at the time of log off, but you are still logged on and  
monitoring, the session continues until the call is disconnected or you  
press CANCL.  
Conference calls  
On hold calls  
If the agent puts the a call that you are monitoring into a conference call,  
you do not hear the call for the duration of the conference call. When the  
agent goes out of conference, you are automatically monitoring the agent  
again.  
NOTE: If you want to monitor agents all the time, ask agents not to  
participate in conference calls.  
If the agent puts a call that you are monitoring on hold, you do not hear  
the call while it is on hold. When the agent resumes the call, you are  
automatically monitoring the agent again.  
If an agent puts one call on hold and answers another call, you can  
monitor only the currently active call. When the agent switches back to the  
first call, this becomes the active call that you are monitoring.  
Using VoIP telephones  
How monitoring works with VoIP telephones depends on how Call Center  
is set up. Ask your Call Center Administrator about monitoring agents who  
use VoIP telephones. If you monitor an agent who uses a VoIP telephone,  
a it is possible that noticeable noise can be heard for several seconds  
when you begin to monitor a call.  
Companion sets  
ISDN sets  
You cannot monitor agents who are logged on to Companion sets.  
You cannot monitor agents who are logged on to ISDN (Integrated  
Services Digital Network) sets.  
Maximum number of conference  
bridges  
If the maximum number of simultaneous conference bridges are being  
used, when you try to start a monitoring session your display shows “No  
conf avail”.  
If you are monitoring an agent and they transfer a call, you no longer hear  
the call.  
Transferred calls  
Note: If at any time during a monitoring session you press a programmed memory key your  
monitoring session ends. Do not press a memory key unless you want to end your monitoring  
session.  
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Monitoring skillsets  
Use ·‚· (Display Waiting Calls) to view information about skillsets and the calls waiting in  
skillsets. Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can  
then ask qualified agents to log on to the busy skillset. This table describes the information in each display.  
Display  
Description  
Skill 1: Enabled  
shows the skillset number and the status of the skillset.  
The status can be Enabled, Disabled or Uninit (uninitialized).  
1: 6 agents  
1: 10 calls  
1: wait 9:45  
shows the skillset number and how many agents are currently logged on to the skillset  
shows the skillset number and the number of calls waiting in the skillset  
shows the skillset number and the time of the call waiting longest in the skillset.  
Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can then ask  
qualified agents to log on to the busy skillset.  
To monitor skillsets  
1
Press ·‚·.  
The skillset display for skillset 1 appears.  
On a one line display On a two line display telephone  
To  
telephone press  
press  
or GOTO  
enter the number of the skillset you want to  
monitor  
¤
or fl  
¤ or SKILL  
or or NEXT  
or PREV  
£
monitor the next enabled skillset  
go to the next skillset  
go to the previous menu  
go to the next menu  
cancel the session  
exit  
£
®
®
Using a memory button to monitor calls waiting in skillsets  
Program a memory button with ·‚· to view the status of all skillsets, including the skillsets you  
are logged on to. If the memory button you choose has an indicator, the indicator shows information for the  
calls for the skillset you are logged on to.  
• If the indicator is off, all of the calls are within the acceptable wait time.  
• If the indicator is flashing slowly, at least one call has exceeded the first alert time.  
• If the indicator is flashing quickly, at least one call in the skillset has exceeded the second alert time.  
The Call Center Administrator sets what the wait times are.  
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Call Center Supervisor Guide  
Taking some Not Ready time  
If you use ·‚° (Not Ready), you do not receive Call Center calls. The Call Center Administrator  
can program a Break Time, which makes Call Center automatically wait a short time before it routes the  
next call to you. You use the Break Time to complete any tasks, such as paperwork, required by the last  
call. If you need some additional time, use Not Ready to prevent Call Center from routing another call to  
you. Do not use the Do Not Disturb feature. You can use Not Ready while a call is ringing on your  
telephone. The call that is ringing on your telephone goes back to the skillset. You can program a memory  
button with an indicator instead of pressing ·‚°.  
For how to program a memory button, refer to “Programming a memory button” on page 11.  
Note: While you use Not Ready, you still receive non-Call Center, intercom and transferred  
calls.  
Using Not Ready  
1
Press ·‚°. Make Not Ready appears on the display.  
If you press ·‚° and Break canceled appears on the display, you canceled the Break Time  
that the Call Center Administrator programmed for you. You must press ·‚° again to  
activate the Not Ready feature.  
If you press ·‚° and Agent active appears, the Not Ready feature was on and you  
canceled it. Press ·‚° again to activate Not Ready.  
2
When you are ready to take calls again, cancel the Not Ready feature by pressing ·‚°.  
If Not ready appears, press ·‚° again.  
Not Ready is automatically enabled if you do not answer your telephone, and if this option is  
configured in Call Center.  
Programming Not Ready to a memory button  
You can have convenient, one button access to Not Ready if you program a memory button with the Not  
Ready Feature Code. If the memory button you choose has an indicator, the indicator shows your busy  
status:  
• If the indicator is off, Not Ready is off.  
• If the indicator is on, Not Ready is on.  
• If the indicator is flashing, the Break Time feature is on.  
For how to program a memory button, refer to “Programming a memory button” on page 11.  
Logging off  
Log off when you complete your shift or will be away from your telephone for an extended period.  
1
From the display that shows your name on the top line, press OUT. The date and time display appears.  
If OUT does not appear, you are not logged on to any skillsets.  
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Call Center Supervisor Guide 11  
Programming a memory button  
You can program memory buttons for one-touch access to Call Center features. We recommend that you  
program memory buttons for:  
Log on ·‚›  
Monitor calls ≤·‚fi  
Supervisor Help ·‚fl (If it is available for your system)  
Not Ready ·‚°  
Display Waiting Calls ·‚·  
You cannot assign features to Line, Intercom, Answer or Handsfree/Mute buttons.  
Programming a feature to a memory button  
1
2
3
Press •‹.  
Press the memory button that you want to program.  
Press and enter the feature code.  
Use the paper labels that come with your telephone to identify the programmed button. To use the Feature  
Code, press the labeled button.  
Memory button indicators  
Memory button indicators are triangular icons (ˆ) that appear beside some memory buttons. If you program  
Call Center features on memory buttons with indicators, the indicators show additional information about  
the feature.  
Changing your supervisor password  
Keep your password confidential. Change your password regularly, about every 30 days.  
1
2
3
Press ·‚›.  
Enter your Agent ID number and press OK.  
Enter your password and press OK.  
The default password you enter to log on for the first time, or if your password is reset, is 0000. If you  
use the default password you must change your password.  
4
5
Press ADMIN.  
Enter a new password from four to eight digits long and press OK.  
Your password cannot start with a zero.  
6
7
Enter your new password again and press OK.  
Press ®.  
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Call Center Supervisor Guide  
Supervisor Help  
Note: Whether you can use Supervisor Help depends on the system your Call Center uses.  
Ask your Call Center administrator whether you can use Supervisor Help.  
With Supervisor Help an agent on a call can request help from you by pressing a programmed feature  
button. The agent can send an urgent request for help without interrupting the call, and without the caller  
being aware of the help request. Supervisor Help is for situations where an agent is on a call and urgently  
requires your help without alerting the caller that you are being called in.  
When you receive a help request you can accept, deny, or ignore it. A request that is denied or ignored is  
escalated, and a larger group of supervisors is notified of the request. You can escalate a request so that it is  
broadcast to other supervisors who are better able to handle the request.  
If you receive a request while you are not at your telephone, your ·‚flindicator flashes slowly to  
inform you of the missed request.  
If a help request is escalated to you, your ·‚fl indicator flashes quickly to inform you of the  
request. If the call for an escalated help request is still active, you can accept the request by pressing the  
·‚flfeature key. You do not have to be monitoring agents at the time, but can be answering Call  
Center calls.  
Note: If you use Make Busy ·‚° you are still available for help requests.  
To use Supervisor Help you must have a memory button programmed with the Supervisor Help feature  
code ·‚fl. The programmed key must have an LCD indicator. The memory button can have a  
distinct bright color so it can easily be distinguished from the other buttons. For how to program a memory  
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Call Center Supervisor Guide 13  
Handling Supervisor help requests  
You can program the Supervisor Help feature (F906) to a memory button of your telephone, and press the  
programmed memory button to use Supervisor Help. For how to program a memory button see  
1
2
Launch Supervisor Help by pressing ≤·‚fl or the F906 memory  
button on your telephone.  
Help aa?  
INFO  
The display shows the ID of the agent who is requesting help.  
Press YES to accept the agent request for help  
YES  
NO  
or  
press NO to escalate the request  
or  
press INFO to view the agent name, time and date of the request, caller ID  
and caller name of the agent’s call.  
Help aa:  
INFO  
3
4
The display shows the agent name.  
JOIN  
While you monitor the agent, you can press the INFO key to view the time  
and date of the request, caller ID and caller name of the agent’s call.  
You can press the JOIN softkey or the MUTE button on your telephone to  
join in the call.  
NOTE: Depending on what system you use, the Join and Mute softkeys  
may not appear.  
When the help session is complete, press ® to end the session.  
Handling escalated or missed requests  
When your Supervisor Help LCD indicator is flashing, you can retrieve escalated or missed Supervisor  
Help requests. If there are one or more requests, Call Center shows all of the requests. Escalated requests  
for calls that are still active are shown first, from the oldest to most recent. After that, missed requests are  
shown from the oldest to the most recent.  
You can accept the call by pressing the YES softkey. After you accept the request, the request no longer  
appears to other supervisors who are retrieving help requests. Their displays show the next escalated  
request, or the first missed request if there are no more escalated requests, or “No help requests” if there are  
no more missed requests. For a missed request, the prompt “aa:aname asked” appears, and you can retrieve  
information about the call by pressing the INFO softkey, or can move to the next request by pressing the  
NEXT softkey.  
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Call Center Supervisor Guide  
An example of retrieving an escalated request  
You can program the Supervisor Help feature (≤·‚fl) to a memory button of your telephone, and  
press the programmed memory ≤·‚fl button to use Supervisor Help. For how to program a  
1
Launch the Supervisor Help feature by pressing ≤·‚flor the  
F906 memory button on your telephone.  
Help aa?  
INFO  
2
The display shows the ID and name of the agent requesting help.  
Press YES to accept the help request  
YES  
NO  
or  
press INFO to see more information about the request  
or  
press NO to deny the request. This escalates the request, and the display  
shows the next help request, if there is one.  
3
When the help session is complete, press ® to end the session.  
For a missed request, the prompt “aa asked help” appears”.  
After a missed request is viewed by a supervisor, it is not shown to any other supervisor.  
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Call Center Supervisor Guide 15  
Checking skillset mailboxes for messages  
Frequently check skillset mailboxes for messages. Only one person at a time can retrieve messages from  
each skillset mailbox. If different people access the messages in the skillset mailbox throughout the day,  
each person should:  
listen to the message  
write down what the message says  
erase the message  
return the caller’s telephone call  
If the caller is not available, the agent can try again later or give the message to another agent. If only one  
agent retrieving the messages at your call center, this agent does not need to transcribe and delete each  
message before callback. This agent handles messages and knows the status of the old messages.  
Playing messages in a skillset mailbox  
1
Press ·°⁄.  
Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.  
2
Press PLAY or ¤ to listen to your messages.  
For other options, refer to the user card for your telephone, the CallPilot Reference Guide, or the Call  
Center Set Up and Operation Guide.  
3
Press ® to end the session.  
Updating web page lists for Multimedia Call Center agents  
Multimedia Call Center agents send web pages to callers. If the list of web pages is updated, make sure you  
know where the new list is and tell the agents to update their Favorites. For information on how to update  
and distribute web page lists, refer to the Multimedia Call Center Set Up and Operation Guide. For  
information on how agents update their Favorites, tell the agents to refer to the Multimedia Call Center  
Agent Help.  
Communicating Activity Codes to agents  
Agents use Activity Codes to allocate calls to one or more activities.  
Ask your Call Center Administrator if your Call Center uses Activity Codes. If your Call Center uses  
Activity Codes, ask the administrator to provide you and your agents with a list of the Activity Codes, and  
to update you if the list of Activity Codes changes.  
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Important considerations about how agents use features  
Call Transfer  
Agents can use Transfer to transfer a call to another agent, another person such as a subject matter expert,  
or send the call back to a skillset.  
If the agent wants to send the call to a specific agent or another person, the agent can enter the Transfer  
Feature Code (≤‡‚) and enter the extension number.  
If the agent wants to send the call to a skillset, the agent can enter the Transfer Feature Code  
(≤‡‚) and enter the CDN of a skillset to send the call to a skillset.  
If you are monitoring an agent and they transfer a call, you do not continue to hear the call.  
Agents who want to transfer a call to a mailbox should use ≤·°fl.  
Agents who are only Multimedia Call Center agents do not receive Call Center voice calls, but other Call  
Center agents can transfer voice calls to Multimedia Call Center agents.  
Call Forward  
Advise agents not to use Call Forward. An agent who uses Call Forward is automatically logged out or  
made busy, depending on their agent settings. Agents can use Call Forward to Voicemail.  
Answer DN  
The only way agents should use Answer DN is if they program their portable set to be the Answer DN for  
their main telephone. You cannot hear calls that agents answer on their Answer DN. You can only hear  
calls that agents answer from the set they are logged on to.  
If an agent uses their Answer DN telephone to answer a call that is transferred to them, Call Center does  
not recognize the agent as being busy, and still sends calls to the agent’s main set.  
Agents who log on from a regular telephone and answer Call Center calls using an answer DN key from a  
portable telephone cannot use Supervisor Help.  
Do Not Disturb  
Instead of using Do Not Disturb, agents must use the Not Ready Feature Code (≤·‚°).  
If agents use Do Not Disturb they are automatically logged out or made not ready.  
Call Forward No Answer  
When an agent’s phone is on Call Forward No Answer to the voicemail extension, the number of rings for  
Call Forward No Answer must be less than the number of rings for Transfer Callback Timeout. If a call is  
forwarded by CFNA to another agent and is answered by that agent, the original agent who has CFNA  
setting is made Not Ready or logged out instead of staying idle.  
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Call Center Supervisor Guide 17  
Multiple calls  
Agents can handle multiple calls, but only one call at a time can be active. If an agent has multiple calls,  
the agent does not receive any new calls from a skillset until the agent completes the multiple held and  
active calls. The agent can still receive Answer DN or transfer calls.  
Follow-me browsing (Multimedia Call Center agents only)  
Follow-me browsing does not work with embedded Flash animations. If an agents clicks a Flash button,  
the image that is sent to the agent is not displayed to the caller.  
Tell agents that if the page they are sending to the caller contains Flash animations, they must tell the caller  
to display the page by, for example, clicking the Next button, or telling them what item to click on a page  
to display the next page.  
Automatic Answer  
How Automatic Answer works depends on what type of telephones your call center uses:  
i2002 and i2004 IP telephones: If you connect the headset before you initialize the phone, calls are  
heard over the speaker. If you initialize the IP telephone before you plug in the headset, calls go to the  
headset as long as you have initialized the headset by pressing the headset button and then the release  
button. Calls always ring at the IP telephone. Every time you reconnect the headset you must initialize  
the headset.  
Meridian and Norstar telephones: If you use a headset, calls ring at the telephone and the headset,  
but calls go to the headset.  
Business Series Terminals: If you connect the headset before you connect the telephone cable to the  
phone jack, calls goes to the handsfree speaker. If you plug in the telephone before you connect the  
headset, calls go to the headset as long as you have initialized the headset by pressing the headset  
button and then the release button. Calls always ring at the set. Every time you reconnect the headset  
you must initialize the headset. Calls always ring at the set.  
T7316e: This type of telephone supports Automatic Answer.  
Activity Codes  
Agents who answer a call on an Answer DN telephone or who use Call Pickup on a call that is ringing at  
another agent’s set cannot enter activity codes.  
Call Center Supervisor Guide  
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18  
Call Center Supervisor Guide  
P0606200 03  
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