Nortel Networks BCM50 3.0 User Manual
7
Intelligent Contact Center Agent Guide
Chapter 1
Getting started
About this guide
The Intelligent Contact Center Agent User Guide explains how agents use CallPilot.
About CallPilot
CallPilot is an application that handles incoming calls as efficiently and economically as possible.
CallPilot answers calls, then routes the calls to agents in a skillset that most closely meets the
needs of the caller. If there are no agents available, the calls are placed in a skillset to wait for an
appropriate agent. Waiting callers receive periodic announcements and informative messages
CallPilot answers calls, then routes the calls to agents in a skillset that most closely meets the
needs of the caller. If there are no agents available, the calls are placed in a skillset to wait for an
appropriate agent. Waiting callers receive periodic announcements and informative messages
Audience
This guide is for Contact Center Agents. It is possible that not all features in this guide are
available for your CallPilot. Please check with your supervisor for feature availability.
available for your CallPilot. Please check with your supervisor for feature availability.