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Chapter 2 About setting up Call Center 25
Nortel Networks Call Center Set Up and Operation Guide
Setting up Call Center from a two line display telephone
You cannot use a single line display telephone to set up and administer Call Center on CallPilot
100/150. You must use a two line display telephone. Two line display phones show CallPilot and
Call Center commands and options. A two line display can show up to three display options at
once. In some instances, an option does not have a corresponding display button, and you must
select the option by pressing buttons on the dia
pad.
An example of a two line display
Call Center agents can use two line display telephones and one line display telephones.
Supervisors must use two line display telephones with the handsfree mute feature. Non display
telephones, such as telephones attached to an analog terminal adapter, cannot be used for Call
Center agent tasks. We recommend that you read the telephone user card for your telephone before
proceeding.
System timeout
If you pause longer than 2 minutes (120 seconds) when you program Call Center on a two line
display telephone, the system times out and ends the session. This is a safety feature that prevents
unauthorized use of the system.
If the system times out while you are setting up Call Center, the settings are entered in the system.
To continue programming, you must log on again and change the settings.
Note: If you use a phone to set up Call Center on CallPilot 100/150, you must use a two
line display telephone. You can use a phone to set up Call Center only if you use
CallPilot 100/150. You cannot use a phone to set up Call Center if you use Business
Communications Manager. You can also use CallPilot Manager to set up Call Center.
Skillset 1: Enabled
SKILL NEXT
Display command line
Display button options
Display buttons