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Nortel Networks Call Center Set Up and Operation Guide
Chapter 4
Setting up Call Center agents
Agents handle the calls in your call center. Supervisors are agents with additional capabilities.
Supervisors can change their own password and monitor calls between agents and callers.
About adding agents
Before you can add agents to your Call Center you must purchase and enable a Software
Authorization Code for the number of agents that you want to add. The number of agents you can
add to your call center is determined by the number of agents the Software Authorization Code
enables. For how to enable a Software Authorization Code refer to
“Enabling Software
Authorization Codes” on page 20.
For more information about Call Center agents, refer to the Nortel Networks Call Center Agent
Guide.
Agent properties
Agent ID
Each agent is assigned a unique ID number. Call Center assigns the lowest
available ID number. You can assign a different ID number. Statistics are
collected and reported for each ID number. For more information on
statistics, refer to
“Monitoring call activity” on page 179 and refer to the
Nortel Networks Call Center Reporting Set Up and Operation Guide
.
Agent ID is based on whether you use Basic or Professional Call Center,
and whether you use a CallPilot 100/150 or Business Communications
Manager.
Name
The agent name can be a maximum of 13 characters. If you do not enter a
name, a default agent name appears as the word
Agent
and the ID
number, for example,
Agent12
. Do not create agent names that have the
same first seven characters. If you use Call Center Reporting, it truncates
the agent name after the first seven characters and your agent names
appear identical.
Supervisor
Super represents the status of the agent. No in the Super column means
that an agent that does not have supervisor status. Yes in the Super
column means that an agent has supervisor status.
Automatic Answer
Automatic Answer is optional. Select Automatic Answer if you want to
force-deliver calls to an agent.
If Automatic Answer is enabled, the agent hears a tone on their telephone
and headset that indicates that a call is delivered. The agent is
automatically in the handsfree mode. It is important that agents use the Not
Ready feature when they are not available to receive calls.
If Automatic Answer is not enabled, calls ring at the agent's telephone and
the agent must answer calls manually.
NOTE: For how to use Automatic Answer with the telephones you use in
your Call Center see “Automatic Answer” on page 244.