Silent Monitor - Nortel Call Center Set Up And Operation Manual

• Meridian and Norstar telephones: If you use a headset, calls ring at the telephone and the
headset, but calls go to the headset.
• Business Series Terminals: If you connect the headset before you connect the telephone
cable to the phone jack, calls goes to the handsfree speaker. If you plug in the telephone before
you connect 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 set. Every time
you reconnect the headset you must initialize the headset.
• T7316e: This type of telephone supports Automatic Answer.
Follow-me browsing (Multimedia Call Center Agents only)
Follow-me browsing does not work with embedded Flash animations. If an agent clicks a Flash
button, the image the agent sees is not displayed to the caller.
Tell agents that if the page they are sending to the caller contains Flash animations, they must tell
the caller to display the page by, for example, clicking the Next button, or telling them what item
to click on the page to display the next page.
Note: Multimedia Call Center is not available for CallPilot 100/150

Silent Monitor

If agents answer calls using features like Answer DN or Call Pickup on a set they are not logged
onto, you cannot monitor these calls. You can do monitoring for wireless sets (including
Companion, KIRK and DECT sets), only if the agent logs onto the set.
Chapter 18 Troubleshooting Call Center
Nortel Call Center Set Up and Operation Guide
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