Call Center -- Overview - Avaya T3 Manual De Manejo

Call Center -- Comfort and Classic
Call Center - - Overview
Logging in and out of the CC
You can log into the Call Center using your personal call number and personal
password. After logging on, you can be allocated agent group calls and can also be
reached under your location-related number.
Logging on and out for breaks
You can switch yourself temporarily out of the Call Center.
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You need your personal password to switch yourself in again.
Taking CC calls in auto answer/release mode
(automatic call answering/automatic call ending)
You can receive CC calls automatically on your headset.
At the end of the conversation, the call is automatically disconnected so that you
can immediately take the next CC call.
Logging agent groups in and out
Up to five agent groups can be assigned to an operator set at any one time.
You can log yourself in and out individually for each of these agent groups.
Changing your password -
You can change your personal password at any time if you have the necessary
authority.
Changing wrap-up time -
Following each call from the call distribution, you can be given a certain amount of
time, e.g. to complete on-screen data entry.
You can lengthen this wrap-up time individually (if you have authority) or cancel it
prematurely.
Entering the job code -
According to how your system is set up, you can or must enter job codes for each
call for statistical purposes.
Switching in the supervisor -
If you need help during a customer call, you can press either an emergency call key
(SupAct = Supervisor Active) or a support key (SupPas = Supervisor Passive) on
the terminal. Operation of either of these keys will be signalled to the supervisor.
The supervisor can cut into or listen to your call at any time.
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