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18 Chapter 2 Intelligent Contact Center Agent
NN40040-101NN40040-101
To Display Waiting Calls
1 Press ≤·‚·.
The skillset display for skillset 1 appears.
Using Display Waiting Calls with a memory button
Program a memory button with ≤·‚· to view the status of all skillsets, including the
skillsets that you are logged on to. If the memory button you choose has an indicator, the indicator
shows information for the calls for the skillset that you are logged on to.
• If the indicator is off, all of the calls are within the acceptable wait time.
• If the indicator is flashing slowly, at least one call has exceeded the primary alert time.
• If the indicator is flashing quickly, at least one call in the skillset has exceeded the
secondary alert time.
The CallPilot Administrator sets what the alert times are.
For information about how to program a memory button, refer to “Programming a memory
button” on page 21.
Not Ready
If you use Not Ready, you do not receive calls. Your CallPilot Administrator can also program a
Break Time, which makes CallPilot automatically wait a short time before it routes the next call to
you. You can use the Break Time to complete any paperwork required by the last call. If you need
some extra time, use Not Ready to prevent Intelligent Contact Center from routing another call to
you. Do not use the Do Not Disturb feature. You can use Not Ready while a call is ringing on your
telephone. The call that is ringing on your telephone goes back to the skillset.
On a one line display
telephone press
On a two line display telephone
press
To
⁄
⁄
or GOTO
enter the number of the skillset you want to
monitor
¤
¤
or SKILL monitor the next enabled skillset
‹ or fl
‹
or fl or NEXT go to the next skillset
›
›
or PREV go to the previous menu
££
go to the next menu
••
cancel the session
®®
exit