Page 3 - Task List
3 Intelligent Contact Center Agent Guide Task List Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Intelligent Contact Center Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 To log on from a two-line displ...
Page 5 - Contents
5 Intelligent Contact Center Agent Guide Contents Chapter 1Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...
Page 7 - Chapter 1; Getting started; About this guide; About CallPilot; Audience
7 Intelligent Contact Center Agent Guide 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 answer...
Page 8 - Symbols and text conventions
8 Chapter 1 Getting started NN40040-101 NN40040-101 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. ...
Page 11 - Chapter 2; Intelligent Contact Center Agent; Logging on to CallPilot; To log on from a two-line display telephone
11 Intelligent Contact Center Agent Guide 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...
Page 12 - To log on from a one-line display telephone; Logging on to Multimedia Contact Center; To log on if you are taking only voice calls; To log on if you are taking only browser calls; To log on if you are taking voice and browser calls
12 Chapter 2 Intelligent Contact Center Agent NN40040-101 NN40040-101 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 Administra...
Page 13 - What you should log on to; Logging off CallPilot; To log off from a two-line display telephone; To log off from a one-line display telephone
Chapter 2 Intelligent Contact Center Agent 13 Intelligent Contact Center Agent Guide 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. Logging off CallPilot When you are fin...
Page 14 - Changing your agent password; To change your password from a two-line display telephone; To change your password from a one-line display telephone
14 Chapter 2 Intelligent Contact Center Agent NN40040-101 NN40040-101 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 pa...
Page 15 - Using Feature Codes; Log on
Chapter 2 Intelligent Contact Center Agent 15 Intelligent Contact Center Agent Guide 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 ins...
Page 16 - Supervisor Help; Activity Codes
16 Chapter 2 Intelligent Contact Center Agent NN40040-101 NN40040-101 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 ca...
Page 17 - To have an Activity Code session
Chapter 2 Intelligent Contact Center Agent 17 Intelligent Contact Center Agent Guide To have an Activity Code session You can enter a maximum of 5 Activity Codes during a F907 session. You can have multiple F907 sessions during a call, and one session after the call ends. Display Waiting Calls Use D...
Page 18 - To Display Waiting Calls; Using Display Waiting Calls with a memory button; Not Ready
18 Chapter 2 Intelligent Contact Center Agent NN40040-101 NN40040-101 To Display Waiting Calls 1 Press ≤ · ‚· . The skillset display for skillset 1 appears. Using Display Waiting Calls with a memory button Program a memory button with ≤ ·‚· to view the status of all skillsets, including the skillset...
Page 19 - To use Not Ready; Programming Not Ready to a memory button; Manual Not-Ready Timeout
Chapter 2 Intelligent Contact Center Agent 19 Intelligent Contact Center Agent Guide 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 . To use Not Rea...
Page 20 - Audible Notification Interval; Record A Call
20 Chapter 2 Intelligent Contact Center Agent NN40040-101 NN40040-101 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 con...
Page 21 - Programming a memory button; To program a feature to a memory button; Memory button indicators
Chapter 2 Intelligent Contact Center Agent 21 Intelligent Contact Center Agent Guide Programming a memory button You can program memory buttons for one-touch access to Intelligent Contact Center features. You can program memory buttons for: • Log on ≤ ·‚› • Supervisor Help ≤ ·‚fl • Not Ready ≤ ·‚° • ...
Page 22 - Other CallPilot features; Using Automatic Answer
22 Chapter 2 Intelligent Contact Center Agent NN40040-101 NN40040-101 Other CallPilot features Using Automatic Answer If you have Automatic Answer enabled, you can use handsfree to answer calls. An audible tone tells you that you have an incoming call. Ask your CallPilot Administrator if you have Au...
Page 23 - Transferring calls
Chapter 2 Intelligent Contact Center Agent 23 Intelligent Contact Center Agent Guide Transferring calls If you have a caller who needs to talk to another person or is routed to the wrong skillset, you can transfer the call. Do not use the Call Park feature. To transfer a call 1 Press ≤ ‡‚ , or TRANS...
Page 24 - Viewing call information; Silent Monitor
24 Chapter 2 Intelligent Contact Center Agent NN40040-101 NN40040-101 Viewing call information Your telephone display shows information about your current call. While the call is ringing, the display shows the skillset the call came from. If your CallPilot is configured to show the Caller ID first, ...
Page 25 - Important considerations about using features; Call Forward
Chapter 2 Intelligent Contact Center Agent 25 Intelligent Contact Center Agent Guide Important considerations about using features Activity Codes Agents who answer a call on an Answer DN telephone or use Call Pickup on a call that is ringing at another agent’s set cannot enter Activity Codes. Call T...
Page 26 - Skillset mailboxes; Checking skillset mailboxes for messages; To play messages in a skillset mailbox
26 Chapter 2 Intelligent Contact Center Agent NN40040-101 NN40040-101 Follow-me browsing (Multimedia CallPilot agents only) Follow-me browsing does not work with embedded Flash animations. If you click a Flash button, the image that you see is not displayed to the caller. If the page you are sending...
