Do Not Disturb; Call Forward No Answer; Hunt Groups; Automatic Answer - Nortel Call Center Set Up And Operation Manual

250 Chapter 18 Troubleshooting Call Center
Answer DN
If you are doing silent or muted monitoring, the only way agents should use Answer DN is if they
program their portable set to be the Answer DN for their main telephone. You This is because you
will not be able to monitor calls that agents answer on their Answer DN. You can only monitor
calls that agents answer from the set they are logged on to. For more information about using
Answer DNs with Call Center, refer to the Business Communications Manager Programming
Operations Guide, Chapter 10, "Configuring DNs for system devices".
If an agent uses their Answer DN telephone to answer a call that is transferred to them, Call Center
does not recognize the agent as being busy, and still sends calls to the agent's main set. Agents
who log on from a regular telephone and answer Call Center calls using an answer DN key from a
portable telephone cannot use Supervisor Help.

Do Not Disturb

Instead of using Do Not Disturb, agents must use the Not Ready Feature Code (≤·‚°).
If agents use Do Not Disturb they are automatically logged out or made not ready after the first
call.

Call Forward No Answer

When an agent's phone is on Call Forward No Answer to the voicemail extension, the number of
rings for Call Forward No Answer must be less than the number of rings for Transfer Callback
Timeout. If a call is forwarded by CFNA to another agent and is answered by that agent, the
original agent who has CFNA setting is made Not Ready or logged out instead of staying idle.
Preventing calls from ringing at an agent's set
To prevent agents who are on a Call Center call from having a second internal call ring on their
phone, set the Call Forward on Busy feature for your set to the voicemail DN.
For information on programming any of these settings, refer to the Business Communications
Manager Programming Operations Guide or the Norstar System Coordinator Guide if you use
another system.

Hunt groups

Do not program an agent telephone to be a member of a Hunt Group.

Automatic Answer

How Automatic Answer works depends on what type of telephones your call center uses:
• i2001: we recommend you do not use Automatic Answer for i2001 telephones, or use the
i2001 for supervising agents unless you use a telephone handset. The i2001 does not support
Handsfree or a headset.
• i2002 and i2004 IP telephones: If you connect the headset before you initialize the phone,
calls are heard over the speaker. If you initialize the IP telephone before you plug in the
headset, calls go to the headset as long as you have initialized the headset by pressing the
headset button and then the release button. Calls always ring at the IP telephone. Every time
you reconnect the headset you must initialize the headset.
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