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168 Chapter 13 Troubleshooting Call Center
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Agent problems
Agent log on problems
If an agent cannot log on at their telephone:
• ensure the agent ID and password match
• check to see if the agent is already logged on to a different telephone
• check to see if a different agent is logged on to this telephone
Important considerations about how agents use features
Call Transfer
Agents can use Transfer to transfer a call to another agent, another person such as a subject matter
expert, or send the call back to a skillset.
• If the agent wants to send the call to a specific agent or another person, the agent can enter the
Transfer Feature Code (≤‡‚) and enter the extension number.
• If the agent wants to send the call to a skillset, the agent can enter the Transfer Feature Code
(≤‡‚) and enter the CDN of a skillset to send the call to a skillset.
• If you are monitoring an agent and they transfer a call, you do not continue to hear the call.
Agents who want to transfer a call to a mailbox should use ≤·°fl.
Multimedia Call Center agents do not receive Call Center voice calls, but other Call Center agents
can transfer voice calls to Multimedia Call Center agents.
Call Forward
Advise agents not to use Call Forward. An agent who uses Call Forward is automatically logged
out or made auto busy, depending on their agent settings, after the number of rings for transfer
callback elapses. Agents can use Call Forward to the voicemail DN.
Answer DN
If you are doing silent or muted monitoring, the only way agents should use Answer DN is if they
program their portable set to be the Answer DN for their main telephone. This is because you will
not be able to monitor calls that agents answer on their Answer DN. You can only monitor calls
that agents answer from the set they are logged on to. For more information about using Answer
DNs with Call Center, refer to the Norstar System Coordinator Guide.
If an agent uses their Answer DN telephone to answer a call that is transferred to them, Call Center
does not recognize the agent as being busy, and still sends calls to the agent’s main set.
Agents who log on from a regular telephone and answer Call Center calls using an answer DN key
from a portable telephone cannot use Supervisor Help.