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32 Chapter 3 Using Feature Codes
P0605665 03
Feature Codes used by Call Center agents
If you have Custom Feature Codes, record them in the table “Feature Codes” on page 252.
Agent Feature Codes
For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent
Guide. For more information on Feature Codes used by supervisors, refer to the
“Feature Codes
used by Call Center Administrator and Supervisors” on page 31.
Agents use this Feature Code To...
Open Mailbox
≤ ·°⁄
• access messages in a skillset mailbox
Log on/Log off
Monitor skillsets
≤·‚›
• log on when they are in the office
• view the status of the skillsets they are logged on to. Agents can
program a memory button with the Log on/Log off Feature Code. The
status of the calls waiting in the skillset is shown by the flash rate of
the indicator. For more information refer to “Primary and Secondary
alert times” on page 171.
Supervisor Help
≤·‚fl
• requests help from a supervisor (not available on CallPilot 100/150)
Activity Codes
≤·‚‡
• start a session where they can enter Activity Codes
• For more information about Activity Codes see “Activity Codes” on
page 193.
Not Ready
≤·‚°
• activate or cancel the Not Ready feature on their telephone. If the
work resulting from a call requires extra time to complete, an agent
can use the Not Ready Feature Code to prevent Call Center from
routing another call to them. If an agent makes a phone call, or if a
supervisor is monitoring a call, they first use the Not Ready Feature
Code to make themselves busy. When the agent is ready to receive
calls, they use this Feature Code to cancel the Not Ready feature and
receive calls again.
• If an agent does not answer a call within a certain number of rings, the
call is returned to the skillset and the agent telephone is automatically
placed into Auto Busy Mode or Auto Logout Mode. The agent must
manually cancel the Auto Busy Mode feature by using the Not Ready
Feature Code to continue to receive calls.
Display Waiting Calls
≤ ·‚·
• Agents who answer calls only during peak call periods can use
Display Waiting Calls to see which skillsets have the most call activity.
Note: While you are using 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.