Avaya Contact Center Manuel d'utilisateur

BCM50 3.0CallPilotDocument Status: StandardDocument Version: 03.01Part Code: NN40040-101Date: August 2007Intelligent Contact Center Agent Guide

10 Chapter 1 Getting startedNN40040-101NN40040-101

11Intelligent Contact Center Agent GuideChapter 2Intelligent Contact Center AgentLogging on to CallPilotLog on to CallPilot so that calls can be route

12 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101To log on from a one-line display telephoneWhen you log on from a one line display

Chapter 2 Intelligent Contact Center Agent 13Intelligent Contact Center Agent GuideWhat you should log on toAsk your CallPilot Supervisor whether you

14 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101Changing your agent passwordYour Agent ID and password give you access to the skill

Chapter 2 Intelligent Contact Center Agent 15Intelligent Contact Center Agent GuideUsing Feature CodesYou use Feature Codes to access Intelligent Cont

16 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101Supervisor HelpWith Supervisor Help you can request help from a supervisor while yo

Chapter 2 Intelligent Contact Center Agent 17Intelligent Contact Center Agent GuideTo have an Activity Code sessionYou can enter a maximum of 5 Activi

18 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101To Display Waiting Calls1 Press ≤·‚·.The skillset display for skillset 1 appears.Us

Chapter 2 Intelligent Contact Center Agent 19Intelligent Contact Center Agent GuideIt is recommend that you program a memory button with an indicator

Copyright © Nortel Networks Limited 2005-2007, All rights reservedThe information in this document is subject to change without notice. The statements

20 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101Audible Notification IntervalAudible Notification Interval extends the Not-Ready Ti

Chapter 2 Intelligent Contact Center Agent 21Intelligent Contact Center Agent GuideProgramming a memory buttonYou can program memory buttons for one-t

22 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101Other CallPilot featuresUsing Automatic AnswerIf you have Automatic Answer enabled,

Chapter 2 Intelligent Contact Center Agent 23Intelligent Contact Center Agent GuideTransferring callsIf you have a caller who needs to talk to another

24 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101Viewing call informationYour telephone display shows information about your current

Chapter 2 Intelligent Contact Center Agent 25Intelligent Contact Center Agent GuideImportant considerations about using featuresActivity CodesAgents w

26 Chapter 2 Intelligent Contact Center AgentNN40040-101NN40040-101Follow-me browsing (Multimedia CallPilot agents only)Follow-me browsing does not wo

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

4 Task ListNN40040-101NN40040-101

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

6 ContentsNN40040-101NN40040-101

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

8 Chapter 1 Getting startedNN40040-101NN40040-101Symbols and text conventionsThese symbols are used to highlight critical information for the BCM syst

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