BCM50 3.0CallPilotDocument Status: StandardDocument Version: 03.01Part Code: NN40040-101Date: August 2007Intelligent Contact Center Agent Guide
10 Chapter 1 Getting startedNN40040-101NN40040-101
11Intelligent Contact Center Agent GuideChapter 2Intelligent Contact Center AgentLogging on to CallPilotLog on to CallPilot so that calls can be route
12 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101To log on from a one-line display telephoneWhen you log on from a one line display
Chapter 2 Intelligent Contact Center Agent 13Intelligent Contact Center Agent GuideWhat you should log on toAsk your CallPilot Supervisor whether you
14 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101Changing your agent passwordYour Agent ID and password give you access to the skill
Chapter 2 Intelligent Contact Center Agent 15Intelligent Contact Center Agent GuideUsing Feature CodesYou use Feature Codes to access Intelligent Cont
16 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101Supervisor HelpWith Supervisor Help you can request help from a supervisor while yo
Chapter 2 Intelligent Contact Center Agent 17Intelligent Contact Center Agent GuideTo have an Activity Code sessionYou can enter a maximum of 5 Activi
18 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101To Display Waiting Calls1 Press ≤·‚·.The skillset display for skillset 1 appears.Us
Chapter 2 Intelligent Contact Center Agent 19Intelligent Contact Center Agent GuideIt is recommend that you program a memory button with an indicator
Copyright © Nortel Networks Limited 2005-2007, All rights reservedThe information in this document is subject to change without notice. The statements
20 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101Audible Notification IntervalAudible Notification Interval extends the Not-Ready Ti
Chapter 2 Intelligent Contact Center Agent 21Intelligent Contact Center Agent GuideProgramming a memory buttonYou can program memory buttons for one-t
22 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101Other CallPilot featuresUsing Automatic AnswerIf you have Automatic Answer enabled,
Chapter 2 Intelligent Contact Center Agent 23Intelligent Contact Center Agent GuideTransferring callsIf you have a caller who needs to talk to another
24 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101Viewing call informationYour telephone display shows information about your current
Chapter 2 Intelligent Contact Center Agent 25Intelligent Contact Center Agent GuideImportant considerations about using featuresActivity CodesAgents w
26 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101Follow-me browsing (Multimedia CallPilot agents only)Follow-me browsing does not wo
3Intelligent Contact Center Agent GuideTask ListGetting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4 Task ListNN40040-101NN40040-101
5Intelligent Contact Center Agent GuideContentsChapter 1Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6 ContentsNN40040-101NN40040-101
7Intelligent Contact Center Agent GuideChapter 1Getting startedAbout this guideThe Intelligent Contact Center Agent User Guide explains how agents use
8 Chapter 1 Getting startedNN40040-101NN40040-101Symbols and text conventionsThese symbols are used to highlight critical information for the BCM syst
Chapter 1 Getting started 9Intelligent Contact Center Agent GuideThese conventions and symbols are used to represent the Business Series Terminal disp
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