Manual do usuário Nortel Networks Call Center Supervisor Guide P0919438 02

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Part No. P0919438 02
Call Center
Supervisor Guide

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2 Call Center Supervisor Guide Copyright © 2001 Nortel Networks All rights reserved. 2001. 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

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3 Call Center Supervisor Guide Call Center is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches 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 periodic announcements and informative messages. This guide describes how a you can use Call Center features as

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4 Call Center Supervisor Guide Logging on to Call Center 1 Press ≤·‚›. 2 Enter your Agent ID number and press OK. Your Agent ID number is given to you by your Call Center Administrator. 3 Enter your password and press OK. The default password you enter to log on for the first time, or if your password is reset, is 0000. If you enter the default password, you must change your password. Enter a new password from four to eight digits long and press OK. Enter your new password again and press

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Call Center Supervisor Guide 5 Logging off Log off when you complete your shift or will be away from your telephone for an extended period, log off. 1. From the display that shows your name on the top line, press OUT. The date and time display appears. If OUT does not appear, you are not logged on to any skillsets. Changing your supervisor password Keep your password confidential. Change your password regularly, about every 30 days. 1 Press ≤·‚›. 2 Enter your Agent ID number and press OK. 3

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6 Call Center Supervisor Guide Checking skillset mailboxes for messages Frequently check skillset mailboxes for messages. Only one agent at a time can retrieve messages from each skillset mailbox. If different agents access the messages in the skillset mailbox throughout the day, each agent should:  listen to the message  write down what the message says  erase the message  return the caller’s telephone call If the caller is not available, the agent can try again later or give the mes