Agent is a virtual identity. In other words, an agent is identified by a login and password and is assigned skill(s) that relate to the work of a certain Call Center. The agent associates his/her virtual agent identity with a physical telephone set by logging-in on that telephone. The agent controls the flow of calls to him/her by entering the "In" mode and returning to the "Out" mode. An agent would need to log-out only if they intend to associate their virtual agent identity with a different telephone set when they begin to take calls again. Although each agent can perform same call answering functions, one agent, called the supervisor, has the ability to perform several other administrative functions as well. The following pages of this document are dedicated to is a list that further defines the functions of the supervisor and the agents. Call Center Functions

Supervisor Functions

Add a Skill to an Agent
Although the agents of any particular Call Center must be included in the original programming of the Call Center, the supervisor must ensure that each agent has been assigned an appropriate "Skill" designation. The skill addition process can be initiated through the use of a button or a code.

Remove a Skill from an Agent
If the supervisor wants to remove an agent from the Call Center, he/she can do so by removing the appropriate "Skill" from that agent. The deactivation process can be initiated through the use of a button or a code.

Observe an Agent
In order to evaluate the quality of service that any particular agent is providing, the supervisor can monitor that agent? interaction with callers. The observation process can be initiated through the use of a button or a code.

Verify the Busy Announcement
Because the initial announcement that callers hear when placed in the waiting queue is personalized to each Call Center, the supervisor will want to be able to listen to and verify the accuracy of the announcement. This function allows him/her to do so without actually having to enter the waiting queue. The verification process can be initiated by dialing the 5-digit Announcement Code.

Remove/Return Call Center to Service
In order to accommodate non-standard Call Center Closures for holidays, meetings, emergencies, the supervisor must be able to remove the Call Center from and return it to service. This function is accomplished by adding a special "Closure" skill to their own agent profile.

Agent Functions

Login/Log-Out
Even though a Call Center Supervisor has assigned a particular agent the appropriate Skill(s), that agent will not be fully prepared to receive calls until they have "Logged-in" on a telephone set. The login process can be initiated through the use of a button or a code and is completed by entering a 5-digit login ID and password. The log-out process can also be initiated through the use of a button or code.

Enter the Auto-In Mode
In order to begin taking calls, the agent must enter the "In" mode. Entering the Auto-In mode means that the agent will automatically be returned to the "In" mode and thus be available to take another call at the completion of each call. The agent may enter the Auto-In mode through the use of a button or a code.

Return to Out Mode
Once in the Auto-In mode, the agent will continue to take calls until he/she again returns to the Out mode. The agent may return to the Out mode through the use of a button or a code.

Enter the Manual-In Mode
In order to begin taking calls, the agent must enter the "In" mode. Entering the Manual-In mode means that the agent will be returned to the out mode after the completion of each call and will be available to take another call only after again entering the Manual-In mode. The agent may enter the Manual-In mode through the use of a button or a code.

Review Call Center Data
Agents can review real-time data about the status of their queue and the quality of service that they and their fellow Skill members are providing. Quick Reference Guide

Supervisor Functions
Code
Agent Functions
Code

Add a Skill to an Agent
153
Log-in
156

Remove a Skill from an Agent
154
Log-Out
155

Observe an Agent
159
Enter the Auto-In Mode
157

Verify the Busy Announcement
N/A
Return to Out Mode
151

Remove a Call Center from Service
153
Enter the Manual-In Mode
152

Return a Call Center to Service
154
Review Call Center Data
N/A
Supervisor Functions

To Add a Skill to an Agent:
Starting Position: Supervisor is logged-in and Handset is in the Cradle


You Do
You Hear

1.
Lift Handset From Cradle
Dial Tone

2.
Press Add Skill Button or Dial 153
Dial Tone

3.
Enter 5-Digit Agent Login ID Number
Dial Tone

4.
Enter 3-Digit Skill Number + #
Dial Tone

5.
Enter Preference Number (1-16) + #
Preference is used to indicate the relative order in which calls should be distributed across available Agents where 1 = High and 16 = Low.
Confirmation Tone

To Remove a Skill from an Agent
Starting Position: Supervisor is logged-in and Handset is in the Cradle


You Do
You Hear

1.
Lift Handset From Cradle
Dial Tone

2.
Press Remove Skill Button or Dial 154
Dial Tone

3.
Enter 5-Digit Agent Login ID Number
Dial Tone

4.
Enter 3-Digit Skill Number + #
Confirmation Tone

To Observe an Agent
Starting Position: Supervisor is logged-in and Handset is in the Cradle


You Do
You Hear

1.
Press Observe Button
Dial Tone
-or-

1.
Lift Handset from Cradle
Dial Tone

2.
Dial 159
Confirmation Tone

To Verify a Busy Announcement
Starting Position: Supervisor is logged-in and Handset is in the Cradle


You Do
You Hear

1.
Lift Handset from Cradle
Dial Tone

2.
Enter 5-Digit Announcement
Recorded Announcement

To Remove a Call Center from Service
Starting Position: Supervisor is logged-in and Handset is in the Cradle


You Do
You Hear

1.
Lift Handset From Cradle
Dial Tone

2.
Press Add Skill Button or Dial 153
Dial Tone

3.
Enter 5-Digit Agent Login ID Number
Dial Tone

4.
Enter 3-Digit Skill Number + #
The Closure Skill will be the same as the normal Skill but will end with a 9. As an example, the Closure Skill for Skill100 would be 109.
Dial Tone

5.
Enter Preference Number (1) + #
Confirmation Tone

To Return a Call Center Service
Starting Position: Supervisor is logged-in and Handset is in the Cradle


You Do
You Hear

1.
Lift Handset From Cradle
Dial Tone

2.
Press Remove Skill Button or Dial 154
Dial Tone

3.
Enter 5-Digit Agent Login ID Number + #
Dial Tone

4.
Enter 3-Digit Skill Number
The Closure Skill will be the same as the normal Skill but will end with a 9. As an example, the Closure Skill for Skill100 would be 109.
Confirmation Tone

Agent Functions

To Login as an Agent
Starting Position: Handset is in the Cradle


You Do
You Hear

1.
Lift Handset From Cradle
Dial Tone

2.
Press Login Button or Dial 156
Dial Tone

3.
Enter 5-Digit Agent Login ID Number
Dial Tone

4.
Enter 5-Digit Password
Confirmation Tone

To Logout as an Agent
Starting Position: Agent is logged-in and Handset is in the Cradle


You Do
You Hear

1.
Lift Handset From Cradle
Dial Tone

2.
Press Logout Button or Dial 155
Confirmation Tone

To Enter Auto-In Mode
Starting Position: Agent is logged-in and Handset is in the Cradle


You Do
You Hear

1.
Press Auto-In Button

-or-

1.
Lift Handset from Cradle
Dial Tone

2.
Dial 157
Confirmation Tone

To Enter Auto-Out Mode (Auxiliary Work Mode)
Starting Position: Agent is logged-in and Handset is in the Cradle


You Do
You Hear

1.
Press Out Button

-or-

1.
Lift Handset from Cradle
Dial Tone

2.
Dial 151
Confirmation Tone

To Enter Manual-In Mode
Starting Position: Agent is logged-in and Handset is in the Cradle


You Do
You Hear

1.
Press Manual-In Button

-or-

1.
Lift Handset from Cradle
Dial Tone

2.
Dial 152
Confirmation Tone

To Review Call Center Data
Starting Position: Agent is logged-in and Handset is in the Cradle