Filter
Top Products
Chapter 3 Using Feature Codes 31
Nortel Networks Call Center Set Up and Operation Guide
Feature Codes used by Call Center Administrator and
Supervisors
Use this Feature Code To...
Open Mailbox
≤ ·°⁄
• open skillset mailboxes
• record skillset mailbox greetings
• listen to messages in the skillset mailbox
Operator Settings
≤ ·°¤
• set or change the operator extension
• indicate whether the operator is available
• select the day and night service modes for skillsets
• change the password for Operator Settings
For more information on using the Operator Feature Code, refer to “Setting the
Service Mode for skillsets” on page 147 and “Resetting the Operator password” on
page 241.
Voicemail DN
≤ ·°fi
• display the skillset mailbox number (Control DN) for each skillset
• display the extension for Message Waiting Indication for the skillset mailbox
• reset the passwords of the Call Center Administrator and the operator
For information on the Control DN, refer to “Determining a skillset mailbox number”
on page 62.
For information on resetting the Operator and Call Center Administrator passwords,
refer to
“Resetting the Operator password” on page 241.
Display Waiting Calls
Skillset Status
≤ ·‚·
• view real-time status information about skillsets. You can see how busy your call
center is so that you can adjust skillset staffing
• view whether a skillset is enabled or disabled
• view the number of agents logged on to the skillset
• view the number of calls waiting
• view the longest wait time of a call
To provide easy, one-button access to the this feature, program a memory button
that has an indicator with
≤ ·‚·.
Refer to “Programming a memory button with a Feature Code” on page 30.
Log on/Log off
≤·‚›
• log on or off.
Monitor agents
≤·‚fi
• lets you monitor agents
Supervisor Help
≤·‚fl
• lets you take agents’ help requests (not available on CallPilot 100/150.)
Not Ready
≤·‚°
• extend a Break Time period if agents need time after calls to do paperwork or
wrap up tasks. For more information about Break Time properties for a skillset,
refer to
“Break Time” on page 45.
Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are used
primarily by agents. For information on the Feature Codes used by agents, refer to
“Feature
Codes used by Call Center agents” on page 32.
Note: While you use a feature, if you press the Feature ≤ button your present feature session
ends. Do not press
≤ unless you want to end your current feature session.