Setting The Supervisor Help Request Timeout; Selecting Skillsets Supervisors Can Receive Help Requests From - Nortel Call Center Telephone Administration Manual

28 Chapter 3 Call Center general properties

Setting the Supervisor Help request timeout

The Supervisor Help Request Timeout is when to escalate a request if the chosen supervisor does
not answer the help request. You can enter a value between 1 and 60 seconds. The default is 12
seconds.
Log:
QUIT RETRY
Admin
MBOX AA
Admin
GLIST CCR
CC Admin
AGENT SKILL
CC Admin
GRTG PARM

Selecting skillsets supervisors can receive help requests from

The Supervisor Help From setting lets you determine where escalated requests go.
• All skillsets: sends an unanswered help request system-wide to all Call Center supervisors.
• Agent's skillsets only: sends an unanswered help request to only the supervisors logged on to
skillsets that the agent is assigned to.From the Supervisor Help From options select all skillsets
or agent's skillsets only.
Log:
QUIT RETRY
Admin
MBOX AA
Admin
GLIST CCR
CC Admin
AGENT SKILL
Sup Help:
CHNG
N0025637 01
≤
1
Press
OK
Enter the Call Center Administrator mailbox number and
password, and then press OK.
Press OTHR.
2
OTHR
Press CC.
3
CC
Press OTHR.
4
OTHR
Press PARM.
5
Press ® to end the session.
6
≤
1 Press
OK
Enter the Call Center Administrator mailbox number and
password, and then press OK.
Press OTHR.
2
OTHR
Press CC.
3
CC
Press OTHR.
4
OTHR
Press NEXT until this display appears.
5
NEXT
Press NEXT to accept the default value of All Skillsets
or
press CHNG to choose Agent's skillsets only.
Press ® to end the session.
6
·°‹.
·°‹.