Agent Problems; Agent Log On Problems; Important Considerations About How Agents Use Features - Nortel Call Center Set Up And Operation Manual

Agent problems

Agent log on problems

If an agent cannot log on at their phone:
• ensure the agent ID and password match
• check to see if the agent is already logged on to a different phone
• check to see if a different agent is logged on to this phone

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
until the transferred call is answered.
Agents who want to transfer a call to a mailbox should use ≤·°fl.
Agents who take only Multimedia Call Center do not receive Call Center voice calls, but other
Call Center agents can transfer voice calls to Multimedia Call Center agents.
Note: Multimedia Call Center is not available for CallPilot 100/150
Call Forward
Advise agents not to use Call Forward. An agent who uses Call Forward is automatically logged
out or made auto busy, depending on their agent settings, after the number of rings for transfer
callback elapses. Agents can use Call Forward to the voicemail DN.
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.
Chapter 18 Troubleshooting Call Center
Nortel Call Center Set Up and Operation Guide
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