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Chapter 15 Activity Codes 199
Nortel Networks Call Center Set Up and Operation Guide
Example 3: No Peg and Non Agent
A Prompted call transferred to non-agent, where the agent does not enter an Activity Code.
Example 4: Non Agent
A Prompted or Optional call that is transferred to a non-agent.
Time Activity Peg time
9:00 Start of call
9:06 Agent transfers the call to a non-agent and does not enter an Activity
code. As soon as the agent transfers the call, a F907 session starts on
the agent’s telephone.
9:10 End of call. Call Center records 6 minutes for the Non Agent Talk Time
System Activity Code.
6 minutes
End of active peg period. Because the agent has not entered an Activity
Code, Call Center records 4 minutes for the No Peg System Activity
Code.
4 minutes
Time Activity Peg time
9:00 Start of call 1
9:10 Agent 1 transfers the call to a non-agent subject matter expert.
If Activity Codes are Prompted, as soon as the agent transfers the call a
F907 session starts on the agent’s telephone. If agent does not enter an
Activity Code, Call Center records the No Peg System Activity Code for
10 minutes.
If Activity Codes are Optional, the agent can enter an Activity Code at
any time until the end of the Active Peg period.
9:15 Non-agent transfers the call to agent 2. Call Center records the Non
Agent System Activity Code.
5 minutes
9:18 Agent 2 enters Activity Code 1 3 minutes
9:20 Agent 2 transfers the call to a non-agent. Call Center Autopegs an
additional 2 minutes for Activity Code 1 if agent 2 doesn’t enter another
Activity Code before the end of the Active Peg period.
9:25 End of call. When the call ends, Call Center records the Non Agent
System Activity Code for 5 minutes.