Nortel Networks Call Center Telephone - Manual (Page 20)

20 Chapter 2 About Call Center telephone administration
N0025637 01
Feature Codes used by Call Center Administrators and
supervisors
Use this Feature Code To...
Open Mailbox
≤ ·°⁄
• open skillset mailboxes
• record skillset mailbox greetings
• listen to messages in the skillset mailbox
Operator Settings
≤ ·°¤
• set or change the operator extension
• indicate whether the operator is available
• select the day and night service modes for skillsets
• change the password for Operator Settings
For more information on using the Operator Feature Code, refer to “Setting the
Service Modes for skillsets” on page 148 and “Resetting the Operator password”
on page 167 .
Voicemail DN
≤ ·°fi
• display the skillset mailbox number (Control DN) for each skillset
• display the extension for Message Waiting Indication for the skillset mailbox
• reset the passwords of the Call Center Administrator and the operator
For information on the Control DN, refer to “Determining a skillset mailbox
number” on page 56 .
For information on resetting the Operator and Call Center Administrator
passwords, refer to
“Resetting the Call Center Administrator password” on page
32 and “Resetting the Operator password” on page 167 .
Display Waiting Calls
Skillset Status
≤ ·‚·
• view real-time status information about skillsets. You can see how busy your
call center is so that you can adjust skillset staffing
• view whether a skillset is enabled or disabled
• view the number of agents logged on to the skillset
• view the number of calls waiting
• view the longest wait time of a call
To provide easy, one-button access to the this feature, program a memory button
that has an indicator with
≤ ·‚· .
Refer to “Programming a memory button with a Feature Code” on page 19 .
Log on/Log off
≤·‚›
• log agents off if they forget to log off.
For information, refer to
“Logging an agent off” on page 111 .
Monitor agents
≤·‚fi
• lets you monitor agents
Supervisor Help
≤·‚fl
• lets you take agents’ help requests
Not Ready
≤·‚°
• extend a Break Time period if agents need time after calls to do paperwork or
wrap up tasks. For more information about Break Time properties for a
skillset, refer to
“Break Time” on page 41 .
Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are used
primarily by agents. For information on the Feature Codes used by agents, refer to
“Feature
Codes used by Call Center agents” on page 21 .
Note: While you use a feature, if you press the Feature ≤ button your present feature session
ends. Do not press ≤ unless you want to end your current feature session.