Nortel Networks P0605665 03 User Manual
Chapter 4 Setting up Call Center agents 39
Nortel Networks Call Center Set Up and Operation Guide
Changing agent information
You can change an agent’s:
•
name
•
supervisor status
•
Automatic Answer setting
•
Missed Call Option
•
Accepted Call Types
•
Activity Code setting
To change agent information
1
Start CallPilot Manager.
2
Click the Call Center heading.
3
Click the Agent List link.
The Agent List page appears.
4
Click the Change link for the agent you want to change.
The Change Agent page appears.
If the agent if logged on, a message appears that says that the agent must log off first.
5
Change the properties that you want to change for the agent.
6
Click the Submit button.
Repeat steps 4 and 5 for each agent you want to change.
Resetting an agent’s password
If an agent forgets their password, you can reset the password back to the default value (0000).
After you reset the password, the agent must change their password the next time they log on.
After you reset the password, the agent must change their password the next time they log on.
To reset an agent’s password
1
Log on to CallPilot Manager.
2
Click the Call Center heading.
3
Click the Agent List link.
The Agent List page appears.
4
Click the Reset Password link for the agent whose password you want to reset.
A message appears that asks you to confirm the request to reset the password.
5
Click the OK button.
A message appears that the agent’s password is reset. The agent password is set to 0000.
6
Click the OK button.
Note: You cannot change the properties of an agent who is logged on. Ask the agent to
log off and then make the changes.
log off and then make the changes.