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Nortel Call Center Instructions Manual

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    Page 1 Part No. P0919438 03 Call Center Supervisor Guide
    Page 2 2 P0919438 03 Call Center Supervisor Guide Copyright © 2002 Nortel Networks All rights reserved. 2002. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary...
    Page 3 3 Call Center Supervisor Guide Call Center Supervisor Guide Call Center is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. If there are no agents available, the calls are placed in a skillset to wait for an appropriate agent. Waiting callers receive periodic announcements and informative messages. This guide describes how you can use Call...
    Page 4 4 Call Center Supervisor Guide P0919438 03 Using Feature Codes Call Center agents and supervisors use Feature Codes to access Call Center features. The default Feature Codes are shown below. Your Call Center Administrator can program Custom Feature Codes that you use instead. If you use Custom Feature Codes, you can record them in the space provided below. Tell the agents what the Custom Feature Codes are. You can program these Call Center Feature Codes to memory buttons: • Log on   Display...
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