English dropdown-ico

Nortel Networks BCM50 3.0 manual

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26

Go to page of

Similar user manuals

A good user manual

The rules should oblige the seller to give the purchaser an operating instrucion of Nortel Networks BCM50 3.0, along with an item. The lack of an instruction or false information given to customer shall constitute grounds to apply for a complaint because of nonconformity of goods with the contract. In accordance with the law, a customer can receive an instruction in non-paper form; lately graphic and electronic forms of the manuals, as well as instructional videos have been majorly used. A necessary precondition for this is the unmistakable, legible character of an instruction.

What is an instruction?

The term originates from the Latin word „instructio”, which means organizing. Therefore, in an instruction of Nortel Networks BCM50 3.0 one could find a process description. An instruction's purpose is to teach, to ease the start-up and an item's use or performance of certain activities. An instruction is a compilation of information about an item/a service, it is a clue.

Unfortunately, only a few customers devote their time to read an instruction of Nortel Networks BCM50 3.0. A good user manual introduces us to a number of additional functionalities of the purchased item, and also helps us to avoid the formation of most of the defects.

What should a perfect user manual contain?

First and foremost, an user manual of Nortel Networks BCM50 3.0 should contain:
- informations concerning technical data of Nortel Networks BCM50 3.0
- name of the manufacturer and a year of construction of the Nortel Networks BCM50 3.0 item
- rules of operation, control and maintenance of the Nortel Networks BCM50 3.0 item
- safety signs and mark certificates which confirm compatibility with appropriate standards

Why don't we read the manuals?

Usually it results from the lack of time and certainty about functionalities of purchased items. Unfortunately, networking and start-up of Nortel Networks BCM50 3.0 alone are not enough. An instruction contains a number of clues concerning respective functionalities, safety rules, maintenance methods (what means should be used), eventual defects of Nortel Networks BCM50 3.0, and methods of problem resolution. Eventually, when one still can't find the answer to his problems, he will be directed to the Nortel Networks service. Lately animated manuals and instructional videos are quite popular among customers. These kinds of user manuals are effective; they assure that a customer will familiarize himself with the whole material, and won't skip complicated, technical information of Nortel Networks BCM50 3.0.

Why one should read the manuals?

It is mostly in the manuals where we will find the details concerning construction and possibility of the Nortel Networks BCM50 3.0 item, and its use of respective accessory, as well as information concerning all the functions and facilities.

After a successful purchase of an item one should find a moment and get to know with every part of an instruction. Currently the manuals are carefully prearranged and translated, so they could be fully understood by its users. The manuals will serve as an informational aid.

Table of contents for the manual

  • Page 1

    BCM50 3 .0 CallPilot Docume nt S t atus: St andard Document V ersion: 03.01 Part Code : NN40040-101 Date: Augu st 2007 Int elligent C ont act C ent er Agent Guide[...]

  • Page 2

    Copyright © Nortel Ne tworks Limited 2005-200 7, All rights reserved The information in this document is subj ect to change without notic e. The statements, configur ations, techni cal data, and recommendations in this document are belie ved to be accurate and re liable, but are presented wi thout express or implied warranty . Users must take full[...]

  • Page 3

    3 Intelligent Contact Ce nter Agent Guide Task List Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Intelligent Contact Center Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 To log on from a two-line display telephone ........................ ...........[...]

  • Page 4

    4 Task List NN40040-101 NN40040-101[...]

  • Page 5

    5 Intelligent Contact Ce nter Agent Guide Contents Chapter 1 Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 About CallPilot . . . . . . . . . . . . . . [...]

  • Page 6

    6 Contents NN40040-101 NN40040-101[...]

  • Page 7

    7 Intelligent Contact Ce nter Agent Guide Chapter 1 Getting started About this guide The Intelligent Contact Cent er Agent User Guide explains how agents use CallPilot. About CallPilot CallPilot is an application that ha ndles incoming calls as efficiently and eco nomically as pos sible. CallPilot answers calls, then routes the calls to ag ents in [...]

  • Page 8

    8 Chapter 1 Getting star ted NN40040-101 NN40040-101 Symbols and text conventions These symbols are used to highlight cr itical information for the BCM system: Caution: Alerts you to conditions where you can damage the equipment. Danger: Alerts you to conditions where you can get an electrical shock. Warning: Alerts you to conditions where you can [...]

  • Page 9

    Chapter 1 Getting started 9 Intelligent Contact Ce nter Agent Guide These conventions and symbols are used to represe nt the Business Series Terminal display and dialpad. These text co nventions a re used in thi s gui de to indicate the information described. Convention Example Used for Word in a sp ecial font (shown in the top line of the displ ay[...]

  • Page 10

    10 Chapter 1 Getting started NN40040-101 NN40040-101[...]

  • Page 11

    11 Intelligent Contact Ce nter Agent Guide Chapter 2 Intelligent Contact Center Agent Logging on to CallPilot Log on to CallPilot so that calls can be routed to you. You cannot log on if the maximum number of agents is logged on , if you are logged on to anot her telephone, or if some one else is logged on to your telephone. You can log on only to [...]

  • Page 12

    12 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 To log on from a one-line display telephone When you log on from a one line display telephone you also log on to all skillsets you are assigned to. 1 Press ≤ ·‚› . 2 Enter your Agent ID and press £ . Your Contact Center Administrator can tell you your Agent ID. 3 Enter y[...]

  • Page 13

    Chapter 2 Intelligent Contact Center Agent 13 Intelligent Contact Ce nter Agent Guide What you should log on to Ask your CallPilot Supervisor whether you can re ceive only voice calls, only Multimedia CallPilot calls, or both voice and Multimedia CallPilot calls. Logging off CallPilot When you are finished for the day or will be away from your tele[...]

  • Page 14

    14 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 Changing your agent password Your Agent ID and password gi ve you access to the skillset s you are assign ed to. Keep your password confidential. Change your password on a regular basis, approximately e very 30 days. To change your passwor d from a two-line di splay telephone 1 [...]

  • Page 15

    Chapter 2 Intelligent Contact Center Agent 15 Intelligent Contact Ce nter Agent Guide Using Feature Codes You use Feature Codes to access Intelligent Contact Center fea tures. The default Feature Codes are shown below. Your Cont act Center Administra tor can program Custom Feature Codes that you use instead. If you use Custom Feature Codes, you can[...]

  • Page 16

    16 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 Supervisor Help With Supervisor Help you can request help from a supervisor while you are on a call by pressing a programmed feature button. You can send an u rgent request for he lp without interrupting the call, and without the caller being aware of your help request. Supervis[...]

  • Page 17

    Chapter 2 Intelligent Contact Center Agent 17 Intelligent Contact Ce nter Agent Guide To have an Activity Code session You can enter a maximum of 5 Activity Codes du ring a F907 session. You can have multiple F90 7 sessions during a call, and on e session after the call ends. Display Waiting Calls Use Display Waiting Calls to view information about[...]

  • Page 18

    18 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 To Display Waiting Calls 1 Press ≤ · ‚· . The skillset display for skillset 1 appears. Using Display Waiting Call s with a memory button Program a memory button with ≤ ·‚· to view the status of a ll skillsets, including the skillsets that you are logged on to. If the[...]

  • Page 19

    Chapter 2 Intelligent Contact Center Agent 19 Intelligent Contact Ce nter Agent Guide It is recommend that you p rog ram a memory button with an indicator instead of pressing ≤ ·‚° . For information about how to pr ogram a memory button, refer to “P rogrammin g a memory button” on pa ge 21 . To use Not Ready 1 Press ≤ ·‚° . Make Not[...]

  • Page 20

    20 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 Audible Notificati on Interval Audible Notification Interval extends the Not-Ready Timeout feature. This feature audibly noti- fies the agent, through the set, when they are in the Not-Ready state. The Not-Ready Timeout must be configured for the agent to use this feature. Use t[...]

  • Page 21

    Chapter 2 Intelligent Contact Center Agent 21 Intelligent Contact Ce nter Agent Guide Programming a memory button You can program memory buttons for one-touch access to Intelligent Contact Center features. You can program memory buttons for: • Log on ≤ ·‚› • Supervisor Help ≤ ·‚fl •N o t R e a d y ≤ ·‚° • Activity Codes ?[...]

  • Page 22

    22 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 Other CallPilot features Using Automatic Answer If you have Automatic Answ er enabled, you can u se ha ndsfree to answer calls. An audible tone tells you that you have an incoming call. Ask yo ur Cal lPilot Administrator if you have Automatic Answer enabled. Handsfree calls are [...]

  • Page 23

    Chapter 2 Intelligent Contact Center Agent 23 Intelligent Contact Ce nter Agent Guide Transferring calls If you have a caller who need s to talk to another person or is rou ted to the wrong skills et, you can transfer the call. Do not use the Call Park feature. To transfer a call 1 Press ≤ ‡‚ , or TRANSFER on a two line display teleph one. 2 [...]

  • Page 24

    24 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 Viewing call information Your telephone display sh ows information about yo ur current call. While the call is ringing, the display shows the sk illset the call came fro m. If your CallPilot is configured to show the Caller ID first, the Ca ller ID is shown briefly followed by t[...]

  • Page 25

    Chapter 2 Intelligent Contact Center Agent 25 Intelligent Contact Ce nter Agent Guide Important considerations about using features Activity Codes Agents who answer a call on an Answer DN telepho ne or use Call Pickup on a call that is ringing at another agent’s set cannot enter Activity Codes. Call Transfer You can use Transfer to transfer a cal[...]

  • Page 26

    26 Chapter 2 Intelligent Co ntact Center Agent NN40040-101 NN40040-101 Follow-me browsing (Multimedi a CallPilot agents only) Follow-me browsing does n ot work with embedded Flash animatio ns. If you click a Flash button, the image that you see is not displayed to the caller. If the page you are sendin g to the caller contains Flash animations, you[...]