Nortel Networks P0919438 02 manual

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Table of contents for the manual

  • Page 1

    Part No. P091943 8 02 Call Center Super visor Guide Return to Menu[...]

  • Page 2

    2 P0919438 02 Call Center Super visor Guide Cop yright © 2001 Nor tel N etw orks All rights reserved. 2001. The info rmation in this d ocument is subj ect to change w ithout no tice. The statem ents, configuration s, te chn ical data, and recommendations in this document are believ e d to be ac curate and reliab le , but are presented withou t exp[...]

  • Page 3

    3 Call Cente r Sup ervisor Guide Call Center Supervisor Guide Call Center is an a pplication tha t handles incoming ca lls as e f fi ciently and economic ally as po ssible. Ca ll Center ans wers c al ls, then ro ute s the call s to agents in a skillse t that most closely m atc he s the needs of the caller . If there are no agents a v ailable, the c[...]

  • Page 4

    4 Call C enter Supervis or Guide P091943 8 02 Logging on to Call Center 1 Press ≤ ·‚› . 2 Enter you r Agent ID number and pre ss OK . Y our A ge nt ID nu m ber is given to you by your C all Cente r Administ rator . 3 Enter you r passw ord and press OK . The def ault passw ord you enter t o log on for t he f irst time, or if your pa ss word i[...]

  • Page 5

    Call Center Supervisor Guide 5 Call Cen ter Supe rvisor Gui de Logging off Log of f when you c omplete yo ur shif t or wil l be aw ay f rom your te lephone f or an e xtended per iod, log of f. 1. From the display th at sho ws your name on the top line, press OUT . The date and time d isplay ap pears. If OUT does not appear , you ar e not logge d on[...]

  • Page 6

    6 Call C enter Supervis or Guide P091943 8 02 Chec king skills et mailbo xes f or messa ges Freq uentl y chec k sk illse t mail boxes for mess ages. Only one a gent at a t ime ca n retrie ve mess age s fro m each skill set mailbox. If dif fer ent agent s access the mess ages in th e skillset mailbox thr oughout th e day , each agent shoul d: • li[...]