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Chapter 15 Activity Codes 201
Nortel Networks Call Center Set Up and Operation Guide
Example 3: Prompted or Optional where the agent enters an Activity Code
during a call
Example 4: Prompted or Optional where the agent enters several Activity
Codes during a call
Example 5: The first agent is Prompted and the second agent is Optional
Time Activity Peg time
9:00 Start of call
9:05 Agent enters Activity Code 1 5 minutes
9:11 End of call.
End of the active peg period. Call Center autopegs Activity Code 1 for 6
minutes.
6 minutes
Time Activity Peg time
9:00 Start of call
9:05 Agent enters Activity Code 1 5 minutes
9:08 Agent enters Activity Code 2 3 minutes
9:11 End of call.
End of active peg period. Call Center applies the last Activity Code
entered, and autopegs Activity Code 2 for the remainder of the call.
3 minutes
Time Activity Peg time
9:00 Start of call
9:03 Agent 1 enters Activity Code 1 3 minutes
9:05 Agent 1 transfers the call to Agent 2. Agent 1 has until the end of the
Active Peg period to enter another Activity Code. Because agent 1 did
not, Call Center Autopegs the remaining 2 minutes of talk time.
9:10 End of call.
End of the active peg period. Because agent 2 did not enter an Activity
Code, Call Center records the No Peg System Activity Code for 5
minutes.
5 minutes