Nortel Networks Wireless Office Headset P0605665 03 Benutzerhandbuch
202 Chapter 15 Activity Codes
P0605665 03
How Activity Codes interact with system features
Transfer to Agent
If a call is transferred to another agent, the second agent can continue to enter Activity Codes for
the call. Here are three examples, all with Prompted Activity Codes.
the call. Here are three examples, all with Prompted Activity Codes.
Example 1: Both agents enter Activity Codes
Example 2: The first agent enters an Activity Code
Time
Activity
Peg time
9:00
Start of call 1
9:05
Agent 1 enters Activity Code 1
5 minutes
9:07
Agent 1 transfers call to agent 2. If the agent does not enter another
Activity Code, Call Center Autopegs 2 minutes for Activity Code 1.
If agent 1 does not enter another activity code, Call Center autopegs 2
minutes for Activity Code 1.
Activity Code, Call Center Autopegs 2 minutes for Activity Code 1.
If agent 1 does not enter another activity code, Call Center autopegs 2
minutes for Activity Code 1.
9:10
Agent 2 enters Activity Code 2
3 minutes
9:15
End of call. If agent 2 does not enter an Activity Code by the end of the
Active Peg period, Call Center Autopegs an additional 5 minutes for
Activity Code 2.
Active Peg period, Call Center Autopegs an additional 5 minutes for
Activity Code 2.
Time
Activity
Peg time
9:00
Start of call 1
9:05
Agent 1 enters Activity Code 1
5 minutes
9:07
Agent 1 transfers the call to agent 2. If the agent does not enter another
Activity Code, Call Center Autopegs 2 minutes for Activity Code 1.
Activity Code, Call Center Autopegs 2 minutes for Activity Code 1.
Agent 2 does not enter an Activity Code.
9:15
End of call. A F907 session appears on Agent 2’s telephone.
End of active peg period. Because agent 2 has not entered an Activity
Code, Call Center records the No Peg System Activity Code for 8
minutes.
Code, Call Center records the No Peg System Activity Code for 8
minutes.
8 minutes