P0911642 Issue 02
Enterprise Edge 2.0 Call Center Agent User Guide
Enterprise Edge 2.0 Call Center is an automatic call distribution (ACD) system
designed to assist you in handling incoming calls. Enterprise Edge 2.0 Call Center
answers incoming calls and routes the calls to agents. If there are no agents available,
the calls are placed in a call center queue and receive periodic announcements while
waiting for an agent to become available.
This guide describes the features and how to use them as a call center agent and a
supervisor agent.
Feature Codes
Use Feature Codes to access Enterprise Edge 2.0 Call Center features. This guide
shows the default Feature Codes. Enterprise Edge 2.0 Call Center can also use
Custom Feature Codes. If the Feature Codes shown do not access the feature, check
with your System Administrator to see if your system uses Custom Feature Codes.
The table below shows the default Feature Codes. It also provides space to record the
Custom Feature Codes. Custom Feature Codes are only required if the default
Feature Codes are already in use. The Custom codes are assigned automatically by
Enterprise Edge.
Log in as an
agent
Log in as an agent so that calls can be routed to you. You will not be able to log in if the
maximum number of agents is already logged in, if you are logged in to a different
telephone, or if someone else is logged in to your telephone. You can log in only to the
queues to which you are assigned. Do not use Call Park while on a call. Instead, press
ƒ‡‚
(or
TRANSFER
on two-line display telephones) to send the call to
another agent or to a queue. You can also let the call ring until the time has expired.
Using a two-line display telephone
To log in as an agent using a two-line display telephone:
1. Press
ƒ·‚›
.
2. Enter your Agent ID number and press
OK
.
This is a number from 1 to 100 that is given to you by your System Administrator.
3. Enter your password and press
OK
.
The default password you enter to log in for the first time, or after your password has
been reset, is 0000. When you use the default password, Enterprise Edge 2.0 Call
Center prompts you to change your password.
4. Press
IN
to log in to one or all queues.
Note
: If
IN
does not appear, you are already logged in to all the queues, or there
are no queues available.
Feature Default feature codes Custom codes
Open mailbox
ƒ·°⁄ ƒ·
___ ___
Login/Logout
ƒ·‚› ƒ·
___ ___
Make Busy
ƒ·‚° ƒ·
___ ___
Queue status
ƒ·‚· ƒ·
___ ___
(20 páginas)
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