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Intelligent Contact Center Agent Guide
BCM50 3.0
CallPilot
Document Status: Standard
Document Version: 03.01
Part Code: NN40040-101
Date: August 2007
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Copyright © Nortel Networks Limited 2005-2007, All rights reserved The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks. Tradema
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3 Task List Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Intelligent Contact Center Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 To log on from a two-line display telephone ..................................................................11 To log on from a one-line display telephone..................................................................12 To log on if you are taking only voice calls
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4 Task List NN400 NN40040 40-10 -101 1
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5 Contents Chapter 1 Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 About CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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6 Contents NN400 NN40040 40-10 -101 1
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7 Chapter 1 Getting started About this guide The Intelligent Contact Center Agent User Guide explains how agents use CallPilot. About CallPilot CallPilot is an application that handles incoming calls as efficiently and economically as possible. CallPilot answers calls, then routes the calls to agents in a skillset that most closely meets the needs of the caller. If there are no agents available, the calls are placed in a skillset to wait for an appropriate agent. Waiting callers receive perio
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8 Chapter 1 Getting started Symbols and text conventions These symbols are used to highlight critical information for the BCM system: Caution: Alerts you to conditions where you can damage the equipment. Danger: Alerts you to conditions where you can get an electrical shock. Warning: Alerts you to conditions where you can cause the system to fail or work improperly. Note: A Note alerts you to important information. Tip: Alerts you to additional information that can help you perform a task. Secu
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Chapter 1 Getting started 9 These conventions and symbols are used to represent the Business Series Terminal display and dialpad. Convention Example Used for Word in a special font (shown in Command line prompts on display telephones. Pswd: the top line of the display) Underlined word in capital letters Display option. Available on two line display PLAY telephones. Press the button directly below the (shown in the bottom line of a two line display telephone) option on the display to proceed.
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10 Chapter 1 Getting started NN400 NN40040 40-10 -101 1
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11 Chapter 2 Intelligent Contact Center Agent Logging on to CallPilot Log on to CallPilot so that calls can be routed to you. You cannot log on if the maximum number of agents is logged on, if you are logged on to another telephone, or if someone else is logged on to your telephone. You can log on only to skillsets that you are assigned to. To log on from a two-line display telephone 1 Press ≤·‚›. 2 Enter your Agent ID and press OK or £. Your Contact Center Administrator can tell you your Agen
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12 Chapter 2 Intelligent Contact Center Agent To log on from a one-line display telephone When you log on from a one line display telephone you also log on to all skillsets you are assigned to. 1 Press ≤·‚›. 2 Enter your Agent ID and press £. Your Contact Center Administrator can tell you your Agent ID. 3 Enter your password and press £. The first time you log on, or when you log on after your password has been reset, enter the default password, 0000. If you enter the default password, you mus
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Chapter 2 Intelligent Contact Center Agent 13 What you should log on to Ask your CallPilot Supervisor whether you can receive only voice calls, only Multimedia CallPilot calls, or both voice and Multimedia CallPilot calls. Note: Multimedia CallPilot may not be available for your CallPilot. Logging off CallPilot When you are finished for the day or will be away from your telephone for an extended period, log off to stop calls from being routed to your telephone. To log off from a two-line disp
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14 Chapter 2 Intelligent Contact Center Agent Changing your agent password Your Agent ID and password give you access to the skillsets you are assigned to. Keep your password confidential. Change your password on a regular basis, approximately every 30 days. To change your password from a two-line display telephone 1 Press ≤·‚›. 2 Enter your Agent ID and press OK or £. Your Contact Center Administrator can tell you your Agent ID. 3 Enter your password and press OK or £. 4 Press Admin. 5 Enter a
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Chapter 2 Intelligent Contact Center Agent 15 Using Feature Codes You use Feature Codes to access Intelligent Contact Center features. The default Feature Codes are shown below. Your Contact Center Administrator can program Custom Feature Codes that you use instead. If you use Custom Feature Codes, you can record them in the spaces below. Feature Default Feature Code Custom Feature Code Open mailbox ≤·°⁄ ≤· ___ ___ Log on/Log off ≤·‚›* ≤· ___ ___ Supervisor Help ≤·‚fl* ≤· ___ ___ Activity Codes
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16 Chapter 2 Intelligent Contact Center Agent Supervisor Help With Supervisor Help you can request help from a supervisor while you are on a call by pressing a programmed feature button. You can send an urgent request for help without interrupting the call, and without the caller being aware of your help request. Note: Whether you can use Supervisor Help depends on the system your CallPilot uses. Ask your supervisor whether you can use Supervisor Help. Supervisor Help is for situations where y
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Chapter 2 Intelligent Contact Center Agent 17 To have an Activity Code session 1 During or after a call, anytime until your Break Time ends, press ≤·‚‡ to start a session. If you are prompted to enter Activity Codes, the ≤·‚‡ session starts automatically. Activity Id: 2 Enter an Activity Code number and press OK. RETRY OK Sales support 3 The Activity Code name is displayed, in this example Sales RETRY OK support. Press OK to confirm this is the correct Activi
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18 Chapter 2 Intelligent Contact Center Agent To Display Waiting Calls 1 Press ≤·‚·. The skillset display for skillset 1 appears. On a one line display On a two line display telephone To telephone press press enter the number of the skillset you want to or GOTO ⁄ ⁄ monitor or SKILL monitor the next enabled skillset ¤ ¤ or fl or NEXT go to the next skillset ‹ ‹ or fl or PREV go to the previous menu › › go to the next menu ££ cancel the session •• exit ®® Using Display Waiting Calls with a mem
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Chapter 2 Intelligent Contact Center Agent 19 It is recommend that you program a memory button with an indicator instead of pressing ≤·‚°. For information about how to program a memory button, refer to “Programming a memory button” on page 21. Note: While you use Not Ready, you still receive non-CallPilot, intercom and transferred calls. To use Not Ready 1 Press ≤·‚°. Make Not Ready appears on the display. If you press ≤·‚° and Break canceled appears on the display, you canceled the Break Ti
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20 Chapter 2 Intelligent Contact Center Agent Audible Notification Interval Audible Notification Interval extends the Not-Ready Timeout feature. This feature audibly noti- fies the agent, through the set, when they are in the Not-Ready state. The Not-Ready Timeout must be configured for the agent to use this feature. Use the CallPilot Manager to configure this feature. This feature is not available using the F983 or Telset UI. Agent Configurable Break Time Agent Configurable Break Time allows
