91CallPilot 100/150 Basic Call Center Telephone Administration GuideChapter 8Setting up agentsAgents handle the calls in your call center. Supervisors are agents with additional capabilities.Supervisors can change their own password and monitor calls between agents and callers. You canrecord your agent programming in the table “Call Center agents” on page 138.About adding agentsBasic Call Center includes 20 agents. This is the maximum number of agents you can have forBasic Call Center. For more information about Call Center agents, refer to the Nortel NetworksCall Center Agent Guide.Agent propertiesAgent ID Each agent is assigned a unique ID number. Call Center assigns the lowestavailable ID number. Statistics are collected and reported for each IDnumber. For more information on statistics, refer to “Monitoring call activity”on page 125 and refer to theNortel Networks Call Center Reporting Set Upand Operation Guide.Name The agent name can be a maximum of 13 characters. If you do not enter aname, a default agent name appears as the wordAgent and the ID number,for example,Agent12. Do not create agent names that have the same firstseven characters. If you use Call Center Reporting, it truncates the agentname after the first seven characters and your agent names appearidentical.Supervisor Super indicates that an agent has supervisor status. A supervisor is anagent with supervisor status. A supervisor has additional capabilities, suchas the ability to monitor calls between agents and callers. Supervisors canmonitor incoming calls only. Supervisors cannot monitor outgoing calls.Automatic answer Automatic Answer is optional. Select Automatic Answer if you want toforce-deliver calls to an agent.If Automatic Answer is enabled, the agent hears a tone that indicates that acall is delivered. The agent is automatically in the handsfree mode. It isimportant that agents use the Not Ready feature when they are notavailable to receive calls.If Automatic Answer is not enabled, calls ring at the agent's telephone andthe agent must answer calls manually.
