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Chapter 4 Setting up Call Center agents 35
Nortel Networks Call Center Set Up and Operation Guide
Adding an agent or a supervisor
You can use the table “Call Center agents” on page 256 to record the agents you add.
To add an agent
1 Start CallPilot Manager.
2 Click the Call Center heading.
3 Click the Agent List link.
The Call Center Agent List appears.
4 Click the Add button.
The Add Agent page appears.
5 If you want to change the Agent ID number, in the Agent ID box type the new Agent ID.
6 In the Name box type the name of the agent.
Do not use the same first seven characters for an agent name. For more information about
agent names refer to
“Name” on page 33.
7 Select the Supervisor check box if you want to give the agent supervisor functionality.
The default is not selected.
8 Select the Automatic Answer check box if you want calls to be force-delivered to the agent.
The default is not selected.