Feature Codes Used By Call Center Agents; Agent Feature Codes - Nortel BCM50 Administration Manual

Feature Codes used by Call Center agents

If you have Custom Feature Codes, record them in the table

Agent Feature Codes

For more information on Agent Feature Codes, refer to the Nortel Call Center Agent Guide. For
more information on Feature Codes used by supervisors, refer to the
Center Administrators and supervisors" on page
Agents use this Feature Code To...
Open Mailbox
≤ ·°⁄
Log on/Log off
Monitor skillsets
≤·‚›
Supervisor Help
≤·‚fl
Activity Codes
≤·‚‡
Not Ready
≤·‚°
Display Waiting Calls
≤ ·‚·
Chapter 2 About Call Center telephone administration
20.
• access messages in a skillset mailbox
• log on when they are in the office
• view the status of the skillsets they are logged on to. Agents can
program a memory button with the Log on/Log off Feature Code. The
status of the calls waiting in the skillset is shown by the flash rate of
the indicator. For more information refer to
alert times" on page 25.
• requests help from a supervisor
• start a session where they can enter Activity Codes
• activate or cancel the Not Ready feature on their telephone. If the
work resulting from a call requires extra time to complete, an agent
can use the Not Ready Feature Code to prevent Call Center from
routing another call to them. If an agent makes a telephone call, or if a
supervisor is monitoring a call, they first use the Not Ready Feature
Code to activate the Not Ready feature. When the agent is ready to
receive calls, they use this Feature Code to cancel the Not Ready
feature and receive calls again.
• If an agent does not answer a call within a certain number of rings, the
call is returned to the skillset and the agent telephone is automatically
placed into Auto Busy Mode or Auto Logout Mode. The agent must
manually cancel the Auto Busy Mode feature by using the Not Ready
Feature Code to continue to receive calls.
• see, during peak call periods, which skillsets have the most call
activity.
Call Center Telephone Administration Guide
"Feature Codes" on page
"Feature Codes used by Call
"Primary and Secondary
21
172.