How Activity Codes Interact With System Features - Nortel Call Center Set Up And Operation Manual

How Activity Codes interact with system features

Transfer to Agent
If a call is transferred to another agent, the second agent can continue to enter Activity Codes for
the call. Here are three examples, all with Prompted Activity Codes.
Example 1: Both agents enter Activity Codes
Time Activity
9:00 Start of call 1
9:05 Agent 1 enters Activity Code 1
9:07 Agent 1 transfers call to agent 2. If the agent does not enter another
Activity Code, Call Center Autopegs 2 minutes for Activity Code 1.
9:10 Agent 2 enters Activity Code 2
9:15 End of call. If agent 2 does not enter an Activity Code by the end of the
Active Peg period, Call Center Autopegs an additional 5 minutes for
Activity Code 2.
Example 2: The first agent enters an Activity Code
Time Activity
9:00 Start of call 1
9:05 Agent 1 enters Activity Code 1
9:07 Agent 1 transfers the call to agent 2. If the agent does not enter another
Activity Code, Call Center Autopegs 2 minutes for Activity Code 1.
Agent 2 does not enter an Activity Code.
9:15 End of call. A F907 session appears on Agent 2's telephone.
End of active peg period. Because agent 2 has not entered an Activity
Code, Call Center records the No Peg System Activity Code for 8
minutes.
Chapter 15 Activity Codes
Nortel Call Center Set Up and Operation Guide
207
Peg time
5 minutes
3 minutes
Peg time
5 minutes
8 minutes