Nortel Networks BCM50 3.0 사용자 설명서

Chapter 2 Intelligent Contact Center Agent 25

Intelligent Contact Center Agent Guide

Agents who answer a call on an Answer DN telephone or use Call Pickup on a call that is ringing 
at another agent’s set cannot enter Activity Codes.

You can use Transfer to transfer a call to another agent, another person such as a subject matter 
expert, or send the call back to a skillset.

•

To send the call to a specific agent or another person, enter the Transfer Feature Code 
(≤‡‚) and enter the extension number. For more information on transferring a call, 
refer to 

.

•

To send the call to a skillset, enter the Transfer Feature Code (≤‡‚) and enter the 
CDN of a skillset.

If you want to transfer a call to a mailbox, use ≤·°fl.

Do not use Call Forward. If you use Call Forward you are automatically logged out or made busy, 
depending on your agent settings. You can use Call Forward to the voicemail DN.

If you forward a call by CFNA to another agent and the call is answered by that agent, because of 
your CFNA setting you are made Not Ready or logged out instead of staying idle.

The only way you should use Answer DN is if you program your portable set to be the Answer DN 
for your main telephone.

If you use your Answer DN telephone to answer a call that is transferred to you, CallPilot does not 
recognize you as being busy, and still sends calls to your main set.

Agents who log on from a regular telephone and answer CallPilot calls using an answer DN key 
from a portable telephone cannot use Supervisor Help (F906).

Instead of using Do Not Disturb, use the Not Ready Feature Code (≤·‚°).
If you use Do Not Disturb, you are automatically logged out or made Not Ready.

Note: Activity Codes may not be available for your system.