16 Chapter 2 About Call Center telephone administrationP0607190 03Feature Codes used by the Call Center AdministratorUse this Feature Code To...Open Mailbox≤ ·°⁄• open skillset mailboxes• record skillset mailbox greetings• listen to messages in the skillset mailboxOperator Settings≤ ·°¤• set or change the operator extension• indicate whether the operator is available• select the day and night service modes for skillsets• change the password for Operator SettingsFor more information on using the Operator Feature Code, refer to “Settingthe Service Modes for skillsets” on page 123 and “Resetting the Operatorpassword” on page 131.Voicemail DN≤ ·°fi• display the skillset mailbox number (Control DN) for each skillset• display the extension for Message Waiting Indication for the skillsetmailbox• reset the passwords of the Call Center Administrator and the operatorFor information on the Control DN, refer to “Determining a skillset mailboxnumber” on page 46.For information on resetting the Operator and Call Center Administratorpasswords, refer to “Resetting the Call Center Administrator password” onpage 26 and “Resetting the Operator password” on page 131.Display Waiting CallsSkillset Status≤ ·‚·• view real-time status information about skillsets. You can see how busyyour call center is so that you can adjust skillset staffing• view whether a skillset is enabled or disabled• view the number of agents logged on to the skillset• view the number of calls waiting• view the longest wait time of a callTo provide easy, one-button access to the this feature, program a memorybutton that has an indicator with ≤ ·‚·.Refer to “Programming a memory button with a Feature Code” on page 15.Log on/Log off≤·‚› • log agents off if they forget to log off.For information, refer to “Logging an agent off” on page 100.Monitor agents≤·‚fi • lets you monitor agentsNot Ready≤·‚°• extend a Break Time period if agents need time after calls to dopaperwork or wrap up tasks. For more information about Break Timeproperties for a skillset, refer to “Break Time” on page 35.Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they areused primarily by agents. For information on the Feature Codes used by agents, refer to“Feature Codes used by Call Center agents and supervisors” on page 17.
