Avaya Contact Center User Manual

BCM 4.0CallPilotDocument Status: StandardDocument Version: 02Part Code: N0060619Date: June 2006Contact Center Agent Guide

10 Chapter 1 Getting startedN0060619N0060619

11Contact Center Agent GuideChapter 2Contact Center Agent GuideLogging on to Contact CenterLog on to Contact Center so that calls can be routed to you

12 Chapter 2 Contact Center Agent GuideN0060619N0060619To log on from a one-line display telephoneWhen you log on from a one line display telephone yo

Chapter 2 Contact Center Agent Guide 13Contact Center Agent GuideWhat you should log on toAsk your Contact Center Supervisor whether you can receive o

14 Chapter 2 Contact Center Agent GuideN0060619N0060619Changing your agent passwordYour Agent ID and password give you access to the skillsets you are

Chapter 2 Contact Center Agent Guide 15Contact Center Agent GuideUsing Feature CodesYou use Feature Codes to access Contact Center features. The defau

16 Chapter 2 Contact Center Agent GuideN0060619N0060619Supervisor HelpWith Supervisor Help you can request help from a supervisor while you are on a c

Chapter 2 Contact Center Agent Guide 17Contact Center Agent GuideTo have an Activity Code sessionYou can enter a maximum of 5 Activity Codes during a

18 Chapter 2 Contact Center Agent GuideN0060619N0060619To Display Waiting Calls1 Press ≤·‚·.The skillset display for skillset 1 appears.Using Display

Chapter 2 Contact Center Agent Guide 19Contact Center Agent GuideIt is recommend that you program a memory button with an indicator instead of pressin

Copyright © Nortel Networks Limited 2006, All rights reservedThe information in this document is subject to change without notice. The statements, con

20 Chapter 2 Contact Center Agent GuideN0060619N0060619Programming a memory buttonYou can program memory buttons for one-touch access to Contact Cente

Chapter 2 Contact Center Agent Guide 21Contact Center Agent GuideOther Contact Center featuresUsing Automatic AnswerIf you have Automatic Answer enabl

22 Chapter 2 Contact Center Agent GuideN0060619N0060619Transferring callsIf you have a caller who needs to talk to another person or is routed to the

Chapter 2 Contact Center Agent Guide 23Contact Center Agent GuideViewing call informationYour telephone display shows information about your current c

24 Chapter 2 Contact Center Agent GuideN0060619N0060619Important considerations about using featuresActivity CodesAgents who answer a call on an Answe

Chapter 2 Contact Center Agent Guide 25Contact Center Agent GuideDo Not DisturbInstead of using Do Not Disturb, use the Not Ready Feature Code (≤·‚°).

26 Chapter 2 Contact Center Agent GuideN0060619N0060619

3Contact Center Agent GuideTask ListGetting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

4 Task ListN0060619N0060619

5Contact Center Agent GuideContentsChapter 1Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

6 ContentsN0060619N0060619

7Contact Center Agent GuideChapter 1Getting startedAbout this guideThe Contact Center Agent User Guide explains how agents use Contact Center.About Co

8 Chapter 1 Getting startedN0060619N0060619Symbols and text conventionsThese symbols are used to highlight critical information for the BCM system:Cau

Chapter 1 Getting started 9Contact Center Agent GuideThese conventions and symbols are used to represent the Business Series Terminal display and dial