12 Call Center Supervisor Guide
P0941387 02
Features not to use while you are logged on
Call Park
Instead of using Call Park to transfer a call to another agent or send the call back to a skillset:
• to send the call to a specific agent, enter the Transfer Feature Code (≤‡‚) and enter the agent’s
extension number
• to send the call to a skillset, enter the Transfer Feature Code (≤‡‚) and enter the mailbox
number of a skillset to send the call to a skillset
Call Forward
Do not use Call Forward (≤·°› or ≤›) to forward calls.
Call Pickup
Do not use Call Pickup to retrieve a call that is ringing on another agent’s phone. Instead:
• let the call ring at the agent’s phone until the number of rings for Transfer Callback Timeout is reached
or
• enter the Not Ready Feature Code (≤·‚°) on the other agent’s phone
Do Not Disturb
Instead of using Do Not Disturb, use the Not Ready Feature Code (≤·‚°)
Call Forward No Answer
You can use Call Forward All Calls, Call Forward No Answer, and Call Forward on Busy only to the
voicemail extension.
Answer DN
Do not use the Answer DN feature on any sets that you use as agent or supervisor sets.
