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244 Chapter 18 Troubleshooting Call Center
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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.
Do Not Disturb
Instead of using Do Not Disturb, agents must use the Not Ready Feature Code (≤·‚°).
If agents use Do Not Disturb they are automatically logged out or made not ready after the first
call.
Call Forward No Answer
When an agent’s phone is on Call Forward No Answer to the voicemail extension, the number of
rings for Call Forward No Answer must be less than the number of rings for Transfer Callback
Timeout. If a call is forwarded by CFNA to another agent and is answered by that agent, the
original agent who has CFNA setting is made Not Ready or logged out instead of staying idle.
Preventing calls from ringing at an agent’s set
To prevent agents who are on a Call Center call from having a second internal call ring on their
phone, set the Call Forward on Busy feature for your set to the voicemail DN.
For information on programming any of these settings, refer to the Business Communications
Manager Programming Operations Guide or the Norstar System Coordinator Guide if you use
another system.
Hunt groups
Do not program an agent telephone to be a member of a Hunt Group.
Automatic Answer
How Automatic Answer works depends on what type of telephones your call center uses:
• i2002 and i2004 IP telephones: If you connect the headset before you initialize the phone,
calls are heard over the speaker. If you initialize the IP telephone before you plug in the
headset, calls go to the headset as long as you have initialized the headset by pressing the
headset button and then the release button. Calls always ring at the IP telephone. Every time
you reconnect the headset you must initialize the headset.
• Meridian and Norstar telephones: If you use a headset, calls ring at the telephone and the
headset, but calls go to the headset.
• Business Series Terminals: If you connect the headset before you connect the telephone
cable to the phone jack, calls goes to the handsfree speaker. If you plug in the telephone before
you connect the headset, calls go to the headset as long as you have initialized the headset by
pressing the headset button and then the release button. Calls always ring at the set. Every time
you reconnect the headset you must initialize the headset. Calls always ring at the set.
• T7316e: This type of telephone supports Automatic Answer.