Avaya Call Center Agent User's Guide

Part No. P0606203 01Call CenterAgent Guide

10 Call Center Agent GuideP0606203 01Not Ready ≤·‚°If you use Not Ready, you do not receive calls. Your Call Center Administrator can also progra

Call Center Agent Guide 11Call Center Agent GuideSupervisor Help ≤·‚flWith Supervisor Help an you can request help from a supervisor while you are

12 Call Center Agent GuideP0606203 01Other Call Center featuresUsing Automatic AnswerIf you have Automatic Answer enabled, you can use handsfree

Call Center Agent Guide 13Call Center Agent GuideViewing call informationYour telephone display shows information about your current call. Inform

14 Call Center Agent GuideP0606203 01Important considerations about using featuresCall TransferYou can use Transfer to transfer a call to another

Call Center Agent Guide 15Call Center Agent GuideSkillset mailboxesEach skillset has a skillset mailbox assigned to it. Skillset mailboxes store

16 Call Center Agent GuideP0606203 01

2P0606203 01Call Center Agent GuideCopyright © 2003 Nortel NetworksAll rights reserved. 2003.The information in this document is subject to change wit

3Call Center Agent GuideCall Center Agent GuideThis guide explains how agents use Call Center. The topics covered in this guide are:About Call CenterC

4 Call Center Agent GuideP0606203 01Logging on to Call CenterLog on to Call Center so that calls can be routed to you. You cannot log on if the m

Call Center Agent Guide 5Call Center Agent GuideLogging on to Multimedia Call CenterIf you are taking only voice callsLog on to your telephone th

6 Call Center Agent GuideP0606203 01Logging off Call CenterWhen you are finished for the day or will be away from your telephone for an extended

Call Center Agent Guide 7Call Center Agent GuideChanging your agent passwordYour Agent ID and password give you access to the skillsets you are a

8 Call Center Agent GuideP0606203 01Using Feature CodesYou use Feature Codes to access Call Center features. The default Feature Codes are shown

Call Center Agent Guide 9Call Center Agent GuideDisplay Waiting Calls ≤·‚·Use Display Waiting Calls to view information about skillsets and the c