Manuel d'utilisation / d'entretien du produit BCM50 3.0 du fabricant Nortel Networks
Aller à la page of 26
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 point important après l'achat de l'appareil (ou même avant l'achat) est de lire le manuel d'utilisation. Nous devons le faire pour quelques raisons simples:
Si vous n'avez pas encore acheté Nortel Networks BCM50 3.0 c'est un bon moment pour vous familiariser avec les données de base sur le produit. Consulter d'abord les pages initiales du manuel d'utilisation, que vous trouverez ci-dessus. Vous devriez y trouver les données techniques les plus importants du Nortel Networks BCM50 3.0 - de cette manière, vous pouvez vérifier si l'équipement répond à vos besoins. Explorant les pages suivantes du manuel d'utilisation Nortel Networks BCM50 3.0, vous apprendrez toutes les caractéristiques du produit et des informations sur son fonctionnement. Les informations sur le Nortel Networks BCM50 3.0 va certainement vous aider à prendre une décision concernant l'achat.
Dans une situation où vous avez déjà le Nortel Networks BCM50 3.0, mais vous avez pas encore lu le manuel d'utilisation, vous devez le faire pour les raisons décrites ci-dessus,. Vous saurez alors si vous avez correctement utilisé les fonctions disponibles, et si vous avez commis des erreurs qui peuvent réduire la durée de vie du Nortel Networks BCM50 3.0.
Cependant, l'un des rôles les plus importants pour l'utilisateur joués par les manuels d'utilisateur est d'aider à résoudre les problèmes concernant le Nortel Networks BCM50 3.0. Presque toujours, vous y trouverez Troubleshooting, soit les pannes et les défaillances les plus fréquentes de l'apparei Nortel Networks BCM50 3.0 ainsi que les instructions sur la façon de les résoudre. Même si vous ne parvenez pas à résoudre le problème, le manuel d‘utilisation va vous montrer le chemin d'une nouvelle procédure – le contact avec le centre de service à la clientèle ou le service le plus proche.
