Nortel Call Center Supervisor Guide

							Part No. P0919438 02
Call Center
Supervisor Guide 
						

							2
P0919438 02
Call Center Supervisor Guide
Copyright © 2001 Nortel Networks
All rights reserved. 2001.
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 to Nortel Networks NA Inc. 
Trademarks
NORTEL NETWORKS is a trademark of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners. 
						

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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 a you can use Call Center features as a supervisor or a an agent. For more 
information about Call Center agents, refer to the Call Center Agent Guide. For information about Call 
Center administration, refer to the Call Center Set Up and Operation Guide and the Call Center Reporting 
Set Up and Operation Guide.
Logging on to Call Center
You can log on as a supervisor to monitor or participate in calls between agents and callers. You can also 
log on to a skillset as an agent to have calls routed to you. Check with your Call Center Administrator to 
make sure you are set up as a supervisor.
You must use a two-line display telephone. Your telephone must have handsfree/mute capability. To 
monitor calls with your voice muted, your telephone must have the handsfree/mute feature programmed.
Using ≤
≤≤ ≤·‚› to monitor skillsets
When you use ≤·‚›:
• Use only preprogrammed feature buttons.
 Do not start a non-preprogrammed feature session by pressing the ≤ button.
 Do not start any 900 series feature sessions other than ≤·‚°
.
Using a headset
Use a headset rather than handsfree when you monitor a call. This ensures call privacy and reduces the 
office noise level. The headset must be plugged into the headset port on the bottom of the telephone. If you 
pick up the handset when the headset is plugged in, the handset does not work. Check with your Call 
Center Administrator to make sure you can use a headset with your telephone.
Monitoring tips
 More than one supervisor can log on to the same skillset.
 An agent can be monitored by only one supervisor at a time.
 Agents hear a tone when a supervisor begins to monitor the call.
 While you monitor a call, the intercom indicator on your telephone flashes. This is normal and indicates 
the telephone is muted.
 When you press the intercom button, mute will toggle with unmute.
 To participate in a call, unmute the call by switching from handsfree to the handset.
 While you are on a call, do not initiate a monitoring session. 
						

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P0919438 02
Logging on to Call Center
1Press ≤·‚›.
2Enter your Agent ID number and press OK
.
Your Agent ID number is given to you by your Call Center Administrator.
3Enter your password and press OK
.
The default password you enter to log on for the first time, or if your password is reset, is 0000. If you 
enter the default password, you must change your password. Enter a new password from four to eight 
digits long and press OK
. Enter your new password again and press OK.
4Press CHNG
 until Supervisor: Yes appears. When If log on as a supervisor, you can monitor and 
participate in calls.
5Press OK
 to accept supervisor status. Calls will not be routed to you.
If you want to log on as an agent, press CHNG
 until Supervisor: No appears, then press OK to log on as 
an agent. If you log on as an agent, calls are routed to you but you cannot monitor calls.
6Press IN
 to log on to one or more skillsets that you want to monitor. You can monitor only the agents 
who are logged on to the same skillset as you. If IN
 does not appear, you are already logged on to all 
the skillsets or there are no skillsets available.
7Press CHNG
 until the skillset you want to log on to appears on the display. The skillsets that are 
available are the skillsets that are assigned to you. If there is only one skillset available to log on to that 
you are assigned to, you are automatically logged on to that skillset.
8Press OK
. The display briefly confirms the skillsets that you are logged on to.
9Press NEXT
.
10Press SUPER
 to monitor an agent.
11Press OK
 to accept the skillset shown or press NEXT or PREV to find the skillset you want to monitor. If 
Supervised and a supervisor number appears, the supervisor with that number is also requesting to 
monitor the skillset.
12Enter the Agent ID of the agent you want to monitor and press OK
.
Invalid Agent appears if the agent is not assigned to you.
You can press DI R
 to find the Agent ID in the Agent directory. You can monitor any agent that is in a 
skillset assigned to you.
13Press OBSV
 to monitor an agent’s call. If CANCL appears, or the middle display button space is blank, 
you cannot monitor the agent at this time.
14Press INFO
 to display the Agent ID number, agent name, call state and the time in minutes and seconds 
that the call has been in this state. Call states include Idle, Busy, and Break Time (BusyTO).
15Press INFO
 a second time to display the Agent ID number, agent name, and monitoring options again.
16To join the call, press the Intercom button or pick up the handset.
If you do not want to be heard, do not press the intercom button and do not pick up the handset. These 
actions unmute your telephone.
17Press CANCL
 to end monitoring a call. The next agent’s name appears for you to monitor.
18Press ® to end your session. 
						

							  Call Center Supervisor Guide    5
Call Center Supervisor Guide
Logging off
Log off when you complete your shift or will be away from your telephone for an extended period, log off.
1. From the display that shows your name on the top line, press OUT
. The date and time display appears.
If OUT
 does not appear, you are not logged on to any skillsets.
Changing your supervisor password
Keep your password confidential. Change your password regularly, about every 30 days.
1Press ≤·‚›.
2Enter your Agent ID number and press OK
.
3Enter your password and press OK
.
The default password you enter to log on for the first time, or if your password is reset, is 0000. If you 
use the default password you must change your password.
4Press OK
 to accept supervisor status, or press CHNG and then OK to log on as an agent.
5Press IN
 to log on to one or more skillsets.
If IN
 does not appear, you are already logged on to all the skillsets or there are no skillsets available.
6Press CHNG
 until the skillset you want to log on to (All, or a number) appears on the display.
If there is only one skillset available to log on to that you are assigned to, you are automatically logged 
on to that skillset.
7Press OK
.
8Press NEXT
.
9From the Supervisor display, press ADMIN
.
10Enter a new password from four to eight digits long and press OK
.
11Enter your new password again and press OK
.
12Press ®.
Reading the telephone wallboard display
If you are logged on and not active, the top line of the telephone display shows at five second intervals:
your name
service mode, either Day, Night or Special
skillset number and skillset name
skillset number, number of agents in the skillset (AGT) and number of calls waiting in the skillset 
(CWT)
skillset number and the number of calls answered (ANS) and abandoned (ABA)
skillset number, longest waiting call in the skillset (LIQ), and time the call has been in the skillset
skillset number, number of calls that have surpassed the first threshold (T1), and number of calls that 
have surpassed the second threshold (T2) 
						

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P0919438 02
Checking skillset mailboxes for messages
Frequently check skillset mailboxes for messages. Only one agent at a time can retrieve messages from 
each skillset mailbox. If different agents access the messages in the skillset mailbox throughout the day, 
each agent should:
listen to the message
write down what the message says
erase the message
return the caller’s telephone call
If the caller is not available, the agent can try again later or give the message to another agent. If only one 
agent retrieving the messages at your call center, this agent does not need to transcribe and delete each 
message before callback. This agent handles messages and knows the status of the old messages.
Playing messages in a skillset mailbox
1Press ≤·°⁄.
Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.
2Press PLAY
 or ¤ to listen to your messages.
For other options, refer to the user card for your telephone, the CallPilot Reference Guide, or the Call 
Center Set Up and Operation Guide.
3Press ® to end the session.
Do not use these features while you are logged on to Call Center
Call Park
Instead of using Call Park to transfer a call to another agent or send the call back to a skillset:
to send the call to a specific agent, enter the Transfer Feature Code (≤‡‚) and enter the agent’s 
extension number
to send the call to a skillset, enter the Transfer Feature Code (≤‡‚) and enter the mailbox 
number of a skillset to send the call to a skillset
Call Forward
Do not use Call Forward (≤·°› or ≤›) to forward calls.
Call Pickup
Do not use Call Pickup to retrieve a call that is ringing on another agent’s phone. Instead:
let the call ring at the agent’s phone until the number of rings for Transfer Callback Timeout is reached
or
enter the Not Ready Feature Code (≤·‚°) on the other agent’s phone
Do Not Disturb
Instead of using Do Not Disturb, use the Not Ready Feature Code (≤·‚°)
Call Forward No Answer
You can use Call Forward All Calls, Call Forward No Answer, and Call Forward on Busy only to the 
voicemail extension.