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Chapter 15 Activity Codes 197
Nortel Networks Call Center Set Up and Operation Guide
Autopeg example 3
During the call, the agent enters three Activity Codes. The agent does not enter another Activity
Code during the active peg period. Call Center counts Activity Code 1, 2, and 3 for an additional
12 minutes. The count is 1 for each Activity Code.
System Activity Codes
System Activity Codes track statistics that cannot be tracked directly by agents. Agents cannot
enter System Activity Codes. They are automatically recorded by Call Center when it detects
certain activities.
System Activity Codes appear in the Activity Codes table, but you cannot modify or delete them.
Importing Activity Codes does not affect your System Activity Codes. They are not part of the
maximum 2,000 entries in the table.
System Activity Codes use reserved values in the range 9999999999999901 to
9999999999999999, and appear in Activity Code reports.
System Activity Codes that Call Center records
Time Activity Peg time
9:00 Start of call
9:06 Agent enters Activity Codes 1,2,3 6 minutes
9:18 End of call.
End of active peg period. Call Center autopegs Activity Codes 1,2,3. 12 minutes
No Peg
when No Activity Code is entered
If the agent does not enter an Activity Code by the end of the active peg
period, Call Center records the No Peg System Activity Code. If an agent
enters an Activity Code as their Break Time is ending, it is possible that
Call Center will not record the Activity Code, and will record the No Peg
System Activity Code instead.
The No Peg System Activity Code is 9999999999999999.
Held Call Abandoned
for calls on hold that are
abandoned
If an agent puts a call on hold and the held caller hangs up, Call Center
records the Held Call Abandoned Activity Code using the time the caller
was on hold.
The Held Call Abandoned Activity Code is 9999999999999998.
Non-Agent
for non-agent talk time
If a call is transferred to a non-agent, Call Center enters the Non-Agent
Activity Code for the time spent with the non-agent.
The Non-Agent Activity Code is 9999999999999997.