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Nortel Bcm 2 0 Call Center Agent Instructions Manual

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    Page 1 1-800-4 NORTEL www.nortelnetworks.com © 2000 Nortel Networks P0911642 Issue 02 Enterprise Edge 2.0 Call Center Agent User Guide
    Page 2
    Page 3 P0911642 Issue 02 Enterprise Edge 2.0 Call Center Agent User Guide Enterprise Edge 2.0 Call Center is an automatic call distribution (ACD) system designed to assist you in handling incoming calls. Enterprise Edge 2.0 Call Center answers incoming calls and routes the calls to agents. If there are no agents available, the calls are placed in a call center queue and receive periodic announcements while waiting for an agent to become available. This guide describes the features and how to use them as a...
    Page 4 P0911642 Issue 02 2 5. Press CHNG until the queue that you want to log in to appears on the display (All, or a number from 1 to 16). Note: When you log in to all queues, you are logged in to all the queues to which you are assigned. If there is only one queue available to log in to, you are automatically logged in to that queue. 6. Press OK . 7. Press ¨. Using a single-line display telephone When you log in using a single-line display telephone, you log in to all queues to which you are assigned....
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