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Nortel Call Pilot Call Center Instructions Manual

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    Page 1 Part No. P0919437 03 Call Center Agent Guide
    Page 2 2 P0919437 03 Call Center Agent 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 to...
    Page 3 3 Call Center Agent Guide Call Center Agent Guide This guide explains how agents use Call Center. The topics covered in this guide are: About Call Center 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 meets 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...
    Page 4 4 Call Center Agent Guide P0919437 03 Logging on to Call Center Log on to Call Center so that calls can be routed to you. You cannot log on if the maximum number of agents is logged on, if you are logged on to another telephone, or if someone else is logged on to your telephone. You can log on only to skillsets that you are assigned to. Logging on from a two line display telephone 1Press ·‚›. 2Enter your Agent ID and press OK or £. Your Call Center Administrator can tell you your Agent ID....
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