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Chapter 2 Intelligent Contact Center Agent 25
Intelligent Contact Center Agent Guide
Important considerations about using features
Activity Codes
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.
Call Transfer
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 “Transferring calls” on page 23.
• 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.
Call Forward
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.
Call Forward No Answer (CFNA)
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.
Answer DN
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).
Do Not Disturb
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.