Nortel Networks BCM50 3.0 User Manual
26 Chapter 2 Intelligent Contact Center Agent
NN40040-101
NN40040-101
Follow-me browsing (Multimedia CallPilot agents only)
Follow-me browsing does not work with embedded Flash animations. If you click a Flash button,
the image that you see is not displayed to the caller.
the image that you see is not displayed to the caller.
If the page you are sending to the caller contains Flash animations, you must explain to the caller
how to display the page by (for example, clicking the Next button) or telling them what item to
click on the page to display the next page.
how to display the page by (for example, clicking the Next button) or telling them what item to
click on the page to display the next page.
Skillset mailboxes
Each skillset has a skillset mailbox assigned to it. Skillset mailboxes store messages left by callers.
Check these mailboxes on a regular basis to ensure that customer messages are responded to
promptly.
Check these mailboxes on a regular basis to ensure that customer messages are responded to
promptly.
Checking skillset mailboxes for messages
Frequently check skillset mailboxes for messages. Only one agent at a time can retrieve messages
from each skillset mailbox. If different agents access the messages in the skillset mailbox
throughout the day, each agent should:
from each skillset mailbox. If different agents access the messages in the skillset mailbox
throughout the day, each agent should:
•
listen to the message
•
write down what the message says
•
erase the message
•
return the caller’s telephone call
If the caller is not available, the agent can try again later or give the message to another agent. If
only one agent retrieves the messages at your CallPilot, they do not need to transcribe and delete
each message before callback. This agent knows the status of the old messages.
only one agent retrieves the messages at your CallPilot, they do not need to transcribe and delete
each message before callback. This agent knows the status of the old messages.
To play messages in a skillset mailbox
1 Press
≤
·°⁄
.
Follow the voice prompts or the display button options on your telephone to open the skillset
mailbox.
mailbox.
2 Press PLAY or ¤ to listen to your messages.
For other options, refer to the user card for your telephone or the CallPilot Reference Guide.
3 Press ® to end the session.
Note: Multimedia CallPilot may not be available for your CallPilot.