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The Call Center feature is designed to distribute incoming calls evenly among a group of telephone answering positions called agents. When all agents are busy, callers will be placed in a waiting queue and will be notified of that fact by an announcement. If the caller is not answered within 30 seconds, a second announcement will assure him/her that he/she has not been forgotten.
Agent is a virtual identity. In other words, an agent is identified by a login and password and is assigned skill(s) that relate to the work of a certain Call Center. The agent associates his/her virtual agent identity with a physical telephone set by logging-in on that telephone. The agent controls the flow of calls to him/her by entering the "In" mode and returning to the "Out" mode. An agent would need to log-out only if they intend to associate their virtual agent identity with a different telephone set when they begin to take calls again.
Although each agent can perform same call answering functions, one agent, called the supervisor, has the ability to perform several other administrative functions as well. The following pages of this document are dedicated to is a list that further defines the functions of the supervisor and the agents.
Call Center Functions
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Supervisor Functions
Add a Skill to an Agent
Although the agents of any particular Call Center must be included in the original programming of the Call Center, the supervisor must ensure that each agent has been assigned an appropriate "Skill" designation. The skill addition process can be initiated through the use of a button or a code. Remove a Skill from an Agent
If the supervisor wants to remove an agent from the Call Center, he/she can do so by removing the appropriate "Skill" from that agent. The deactivation process can be initiated through the use of a button or a code. Observe an Agent
In order to evaluate the quality of service that any particular agent is providing, the supervisor can monitor that agentÍs interaction with callers. The observation process can be initiated through the use of a button or a code. Verify the Busy Announcement
Because the initial announcement that callers hear when placed in the waiting queue is personalized to each Call Center, the supervisor will want to be able to listen to and verify the accuracy of the announcement. This function allows him/her to do so without actually having to enter the waiting queue. The verification process can be initiated by dialing the 5-digit Announcement Code. Remove/Return Call Center to Service
In order to accommodate non-standard Call Center Closures for holidays, meetings, emergencies, the supervisor must be able to remove the Call Center from and return it to service. This function is accomplished by adding a special "Closure" skill to their own agent profile.
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Agent Functions Login/Log-Out
Even though a Call Center Supervisor has assigned a particular agent the appropriate Skill(s), that agent will not be fully prepared to receive calls until they have "Logged-in" on a telephone set. The login process can be initiated through the use of a button or a code and is completed by entering a 5-digit login ID and password. The log-out process can also be initiated through the use of a button or code. Enter the Auto-In Mode
In order to begin taking calls, the agent must enter the "In" mode. Entering the Auto-In mode means that the agent will automatically be returned to the "In" mode and thus be available to take another call at the completion of each call. The agent may enter the Auto-In mode through the use of a button or a code. Return to Out Mode
Once in the Auto-In mode, the agent will continue to take calls until he/she again returns to the Out mode. The agent may return to the Out mode through the use of a button or a code. Enter the Manual-In Mode
In order to begin taking calls, the agent must enter the "In" mode. Entering the Manual-In mode means that the agent will be returned to the out mode after the completion of each call and will be available to take another call only after again entering the Manual-In mode. The agent may enter the Manual-In mode through the use of a button or a code. Review Call Center Data
Agents can review real-time data about the status of their queue and the quality of service that they and their fellow Skill members are providing.
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Quick Reference Guide
| Supervisor Functions | Code | Agent Functions | Code | | Add a Skill to an Agent | 153 | Log-in | 156 | | Remove a Skill from an Agent | 154 | Log-Out | 155 | | Observe an Agent | 159 | Enter the Auto-In Mode | 157 | | Verify the Busy Announcement | N/A | Return to Out Mode | 151 | | Remove a Call Center from Service | 153 | Enter the Manual-In Mode | 152 | | Return a Call Center to Service | 154 | Review Call Center Data | N/A |
Supervisor FunctionsTo Add a Skill to an Agent:
Starting Position: Supervisor is logged-in and Handset is in the Cradle
| | You Do | You Hear | | 1. | Lift Handset From Cradle | Dial Tone | | 2. | Press Add Skill Button or Dial 153 | Dial Tone | | 3. | Enter 5-Digit Agent Login ID Number | Dial Tone | | 4. | Enter 3-Digit Skill Number + # | Dial Tone | | 5. | Enter Preference Number (1-16) + #
Preference is used to indicate the relative order in which calls should be distributed across available Agents where 1 = High and 16 = Low. | Confirmation Tone |
To Remove a Skill from an Agent
Starting Position: Supervisor is logged-in and Handset is in the Cradle
| | You Do | You Hear | | 1. | Lift Handset From Cradle | Dial Tone | | 2. | Press Remove Skill Button or Dial 154 | Dial Tone | | 3. | Enter 5-Digit Agent Login ID Number | Dial Tone | | 4. | Enter 3-Digit Skill Number + # | Confirmation Tone |
To Observe an Agent
Starting Position: Supervisor is logged-in and Handset is in the Cradle
| | You Do | You Hear | | 1. | Press Observe Button | Dial Tone |
-or-
| 1. | Lift Handset from Cradle | Dial Tone | | 2. | Dial 159 | Confirmation Tone |
To Verify a Busy Announcement
Starting Position: Supervisor is logged-in and Handset is in the Cradle
| | You Do | You Hear | | 1. | Lift Handset from Cradle | Dial Tone | | 2. | Enter 5-Digit Announcement | Recorded Announcement |
To Remove a Call Center from Service
Starting Position: Supervisor is logged-in and Handset is in the Cradle
| | You Do | You Hear | | 1. | Lift Handset From Cradle | Dial Tone | | 2. | Press Add Skill Button or Dial 153 | Dial Tone | | 3. | Enter 5-Digit Agent Login ID Number | Dial Tone | | 4. | Enter 3-Digit Skill Number + #
The Closure Skill will be the same as the normal Skill but will end with a 9. As an example, the Closure Skill for Skill100 would be 109. | Dial Tone | | 5. | Enter Preference Number (1) + # | Confirmation Tone |
To Return a Call Center Service
Starting Position: Supervisor is logged-in and Handset is in the Cradle
| | You Do | You Hear | | 1. | Lift Handset From Cradle | Dial Tone | | 2. | Press Remove Skill Button or Dial 154 | Dial Tone | | 3. | Enter 5-Digit Agent Login ID Number + # | Dial Tone | | 4. | Enter 3-Digit Skill Number
The Closure Skill will be the same as the normal Skill but will end with a 9. As an example, the Closure Skill for Skill100 would be 109. | Confirmation Tone |
Agent FunctionsTo Login as an Agent
Starting Position: Handset is in the Cradle
| | You Do | You Hear | | 1. | Lift Handset From Cradle | Dial Tone | | 2. | Press Login Button or Dial 156 | Dial Tone | | 3. | Enter 5-Digit Agent Login ID Number | Dial Tone | | 4. | Enter 5-Digit Password | Confirmation Tone |
To Logout as an Agent
Starting Position: Agent is logged-in and Handset is in the Cradle
| | You Do | You Hear | | 1. | Lift Handset From Cradle | Dial Tone | | 2. | Press Logout Button or Dial 155 | Confirmation Tone |
To Enter Auto-In Mode
Starting Position: Agent is logged-in and Handset is in the Cradle
| | You Do | You Hear | | 1. | Press Auto-In Button | |
-or-
| 1. | Lift Handset from Cradle | Dial Tone | | 2. | Dial 157 | Confirmation Tone |
To Enter Auto-Out Mode (Auxiliary Work Mode)
Starting Position: Agent is logged-in and Handset is in the Cradle
| | You Do | You Hear | | 1. | Press Out Button | |
-or-
| 1. | Lift Handset from Cradle | Dial Tone | | 2. | Dial 151 | Confirmation Tone |
To Enter Manual-In Mode
Starting Position: Agent is logged-in and Handset is in the Cradle
| | You Do | You Hear | | 1. | Press Manual-In Button | |
-or-
| 1. | Lift Handset from Cradle | Dial Tone | | 2. | Dial 152 | Confirmation Tone |
To Review Call Center Data
Starting Position: Agent is logged-in and Handset is in the Cradle
| | You Do | You Hear | | 1. | Press Vu-Stats Button | |
Press the Next-Stats Button to scroll through
the Queue, Skill and Agent data screens. Sample Queue Data
| Status Skill=100 Queue=3 Oldest=2:31 |
For Skill 100, there are 3 calls currently waiting to be answered, the oldest of which has been waiting for 2 minutes and 31 seconds. Sample Skill Data
| 100 C=139 QT=23 TT=2:45 AB=5 |
Today so far in Skill 100, 139 calls have been answered. The average time that each call waited before being answered (Queue Time) was 23 seconds. The average length of each call (Talk Time) was 139 seconds. Five (5) additional callers were placed in the queue but chose not to wait to be answered. Sample Agent Data
| Agent=41101 100 C-43 TT=3:42 |
So far today, Agent 41101 has answered 43 calls each of which lasted (Talk Time) an average of 3 minutes and 42 seconds.
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