Feature Codes Used By Call Center Administrators And Supervisors - Nortel Call Center Telephone Administration Manual

20 Chapter 2 About Call Center telephone administration
Feature Codes used by Call Center Administrators and
supervisors
Use this Feature Code
Open Mailbox
≤ ·°⁄
Operator Settings
≤ ·°¤
Voicemail DN
≤ ·°fi
Display Waiting Calls
Skillset Status
≤ ·‚·
Log on/Log off
≤·‚›
Monitor agents
≤·‚fi
Supervisor Help
≤·‚fl
Not Ready
≤·‚°
Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are used
primarily by agents. For information on the Feature Codes used by agents, refer to
Codes used by Call Center agents" on page
Note: While you use 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.
N0025637 01
To...
• open skillset mailboxes
• record skillset mailbox greetings
• listen to messages in the skillset mailbox
• set or change the operator extension
• indicate whether the operator is available
• select the day and night service modes for skillsets
• change the password for Operator Settings
For more information on using the Operator Feature Code, refer to
Service Modes for skillsets" on page 148
on page 167.
• display the skillset mailbox number (Control DN) for each skillset
• display the extension for Message Waiting Indication for the skillset mailbox
• reset the passwords of the Call Center Administrator and the operator
For information on the Control DN, refer to
number" on page 56.
For information on resetting the Operator and Call Center Administrator
passwords, refer to "Resetting the Call Center Administrator password" on page
32 and "Resetting the Operator password" on page
• view real-time status information about skillsets. You can see how busy your
call center is so that you can adjust skillset staffing
• view whether a skillset is enabled or disabled
• view the number of agents logged on to the skillset
• view the number of calls waiting
• view the longest wait time of a call
To provide easy, one-button access to the this feature, program a memory button
that has an indicator with
Refer to "Programming a memory button with a Feature Code" on page
• log agents off if they forget to log off.
For information, refer to
• lets you monitor agents
• lets you take agents' help requests
• extend a Break Time period if agents need time after calls to do paperwork or
wrap up tasks. For more information about Break Time properties for a
skillset, refer to "Break Time" on page
21.
and "Resetting the Operator password"
"Determining a skillset mailbox
≤ ·‚·
.
"Logging an agent off" on page
41.
"Setting the
167.
19.
111.
"Feature