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 the Nortel Networks Call Center Reporting Set Up and Operation Guide. Agent ID is based on whether you use Basic, Enhanced or Professional Call Center, and whether you use CallPilot 100/150, Business Communications Manager or BCM50. |
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 |
Supervisor represents the status of the agent. Select the Supervisor check box if you want to assign supervisor status to the agent. Supervisors can:
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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 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. |
Missed Call Option |
The Missed Call Option controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent out of their skillset if they do not answer a call. The default is Make Not Ready (Return to Skillset). To assign how many rings before the Missed Call Option, change the timer for Transfer Callback Timeout.
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Priority |
If you use Basic Call Center, assign a priority to the agent. If the method of call distribution for the skillset is Preferred, the agent with the highest priority receives the call. The agent priority ranges from 1 to 20. 1 is the highest agent priority for the most qualified agents. The default value is 10. For more information about method of call distribution see Skillset properties. |
Accepted Call Types |
Accepted Call Types are Voice calls only, Multimedia Call Center calls only, or both. If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear. For more information on Multimedia Call Center refer to the Multimedia Call Center Set Up and Operation Guide. |
Activity Code Entry Type |
Activity Code entry types are Prompted and Optional. If you select Prompted, the agent is prompted to enter Activity Codes on their telephone. If you select Optional, an Activity Code session is not automatically displayed on the agent’s telephone, but they can press F907 and enter Activity Codes. Optional is the default. |
In addition to these agent properties, you assign agents a priority.
NOTE: Accepted Call Types and Activity Code Entry Type are not available for BCM50.