Alcatel Alcatel 8 Series IPTouch 4068 User manual

Handset Key Description
Voicemail Notification Key
Release Key
Mute Key (Automatic Answer for Headsets)
Menu Scroll Keys and Confirmation Key
Redial Key
Hands free / Loudspeaker Key
Information (Help) Key
Volume Up / Increase Contrast
Volume Down / Decrease Contrast
Automatic wrap-up:
When the agent ends a call the
system will put them into wrap up to prevent further
calls coming through. The agent can press the wrap
up key to bypass this timer. The screen will show
wrap up with a block next to it.
Pause:
The agent will then have a pause period
before they receive the next call.
Unavailable:
Press the
„Unavailable‟
key in the display, the screen
will then offer them various reasons for
withdrawing, one of these must be selected e.g.
Lunch / Toilet / Absent etc. The agent must then
press their release key The screen will show
Agent Unavailable.
Re-Enter the group:
Press the
„Unavailable‟
key in the display and then
press the release key
Touch Tone Dialling
– When on a call, press the
down arrow on your handset and select
“Send
DTMF”
. This will enable you to make your selection
e.g. 1 for sales etc.
Alcatel Omni Enterprise
4068/4038/4039
Call Centre Supervisor
Quick Guide
Issue 4 10.11.14

Log On: (Start receiving calls)
Leave the receiver down
Scroll to the “
Menu
” tab, by pressing the right-
hand arrow
Press the soft key next to
„Log On‟
in the display
Enter Agent number
If prompted for a password, enter 4 digit
password 0000 – password not always asked for!
Headset mode - Press Apply / Cancel to choose
or cancel headset mode
Press the release key
Entry:
Once the supervisor has logged on, you can now
press the
“Entry”
key, followed by the
“List”
key
and select the group you want to be a part of,
this will now enable you to receive calls from this
group.
Exit:
Will enable the supervisor to be able to receive
internal and DDI calls but not receive any
processing group calls, and you can still receive
calls from agents requesting help.
Log off: (At the end of your shift)
Press the soft key next to
„Log Off‟
in the display
If prompted for a password, enter 4 digit
password 0000 – password not always asked for!
Press the release key
Led status:
Steady Red: At least 1 call queuing
Red flashing: At least 1 call queue is saturated
(Full)
Green Flashing: At least 1 voice / text message
Off: No calls queuing and no messages
Receive a call:
Press the Speaker key if using a headset or
Lift receiver
The screen will show in conversation and offer
the following options:-
New call/ Help/ Queue Info/ Supervisor/ Record
/ Put on hold / Forbid Camp On
Hold a call:
Whilst on a call
Press the down arrow to scroll to the next
screen, and then press the key next to
„Put on
Hold‟
in the display - the screen will show
Manual Hold. Or press soft key next to line key
and a musical note will appear
Retrieve a held call:
Press the
„Retrieve Call‟
key in the display or key
next to musical note
Enquiry call to another agent / supervisor/
extension:
Dial the required extension number or press the
programmed extn key (The caller will be placed
on hold as soon as you start dialing)
Retrieve an enquiry call:
Press the soft key next to
„Enquiry Off‟
in the
display (This will cut you off from the agent and
bring you back to the caller)
Transfer a call:
Dial the required extension or press programmed
extn key (The caller will be placed on hold as
soon as you start dialing) announce the caller
and press the
„Transfer‟
key in the display or
hang up
Retrieve a transfer call:
If there is no reply from the extension that you
are trying to transfer to, press the key next to
„Enquiry Off‟
and you will return to the caller
End a call:
Replace the receiver or press the release key if
using a headset
Help:
During a conversation you may request help by
pressing your
„Help‟
key in the display. This will enable
the supervisor to listen or participate in a call the you
are having problems with
Record:
This will enable you to record the conversation into a
mailbox for training purposes. Press the
„Record‟
key
in the display. The display will then offer you Restart /
Pause / Stop
Queue info:
This will display information on calls queuing for
example average and maximum waiting time and
number of calls queued
End of conversation:
Transaction code: The system can be set to prompt the
agent to enter a code between 1 – 15 digits. Statistics
can then be accessed relating to the transaction codes.
Agent Listen:
As a Supervisor you can scroll to the “
Perso
” tab and
press the “
Agent Listen
” key. Enter the Agent Number
to display agent details.The supervisor can then select
Listen
: Allows the supervisor to listen to the call only
Intrusion
: Allows the supervisor to intrude into the
call, being able to communicate with both the agent
and the caller
Restrictive
: Allows the supervisor to talk to the agent
but not the caller
Permenant
: Allows the supervisor to permanently listen
to the agent
To exit any of these modes, press the flashing key in
the display
These options are also available whe the Agent
presses their
Help
key