Manuale d’uso / di manutenzione del prodotto BCM50 3.0 del fabbricante Nortel Networks
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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.
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 .
3 Intelligent Contact Ce nter Agent Guide Task List Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Intelligent Contact Center Agent . . . . . . . . . . . . . . . . . . . . . . . . . .
4 Task List NN40040-101 NN40040-101.
5 Intelligent Contact Ce nter Agent Guide Contents Chapter 1 Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6 Contents NN40040-101 NN40040-101.
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.
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.
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.
10 Chapter 1 Getting started NN40040-101 NN40040-101.
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.
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 £ .
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.
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.
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.
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.
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.
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.
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 .
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.
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.
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.
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.
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.
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.
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.
Un punto importante, dopo l’acquisto del dispositivo (o anche prima di acquisto) è quello di leggere il manuale. Dobbiamo farlo per diversi motivi semplici:
Se non hai ancora comprato il Nortel Networks BCM50 3.0 è un buon momento per familiarizzare con i dati di base del prodotto. Prime consultare le pagine iniziali del manuale d’uso, che si trova al di sopra. Dovresti trovare lì i dati tecnici più importanti del Nortel Networks BCM50 3.0 - in questo modo è possibile verificare se l’apparecchio soddisfa le tue esigenze. Esplorando le pagine segenti del manuali d’uso Nortel Networks BCM50 3.0 imparerai tutte le caratteristiche del prodotto e le informazioni sul suo funzionamento. Le informazioni sul Nortel Networks BCM50 3.0 ti aiuteranno sicuramente a prendere una decisione relativa all’acquisto.
In una situazione in cui hai già il Nortel Networks BCM50 3.0, ma non hai ancora letto il manuale d’uso, dovresti farlo per le ragioni sopra descritte. Saprai quindi se hai correttamente usato le funzioni disponibili, e se hai commesso errori che possono ridurre la durata di vita del Nortel Networks BCM50 3.0.
Tuttavia, uno dei ruoli più importanti per l’utente svolti dal manuale d’uso è quello di aiutare a risolvere i problemi con il Nortel Networks BCM50 3.0. Quasi sempre, ci troverai Troubleshooting, cioè i guasti più frequenti e malfunzionamenti del dispositivo Nortel Networks BCM50 3.0 insieme con le istruzioni su come risolverli. Anche se non si riesci a risolvere il problema, il manuale d’uso ti mostrerà il percorso di ulteriori procedimenti – il contatto con il centro servizio clienti o il servizio più vicino.
