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Avaya Multimedia Contact Center User's Manual

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1. sesssssessssssseeeeeeeneeeennnen enne 43 Te add a restriction 16 the BOM Eug m 44 To set the maximum number of outcalling channels eeeeeeeeee 46 To configure the Dialing Translation Table roter ttr tatnen rh he 47 To enable Multimedia Contact Center agents ssssssssseeeeeeee 51 To add a Multimedia Contact Center aget sssrinin 51 Toadd more than one agan as RE T S 54 To install Multimedia Contact Center software on an agent s computer 56 To configure an agent s server settings 59 Te configure am aget s FIBI E aree eset aree E bEEI Sox EFIE PRICE EREA ROAA 60 To download web pages or view lists of pages sse 69 To CUSTOMIZE WED BAGS X 71 An overview of customizing an MSG html file for the ABC Computer Company 71 Io 3 MMCC CG T 72 To upload or delete customized files sse 73 To uploada media a m 76 Tocteate a listoi WD PB Wm sanonnan Nena Eni Aa EAEEREN AANEEN 77 Mea qol E E E E E M 79 Multimedia Contact Center Setup and Operation Guide 4 Contents NN40040 300 Contents How to get help iaiosiesasuiusedverkuzucaxsezasenkesebecsciumnvaxut 7 Chapter 1 Getling tar fed ioeie eaae oo Rh RRERARRARRERRER ERRARE RAS RARE AAA 9 FUSCE ES VUNG vie cus nA aaa dr SO cR rs dez oa quati eu eg arte ux ten ik bee ct 9 Alone 02885 uy beepe3EEYEaer a 3 PNE PR
2. FEATURE Indicates that you press the button with the coordinating icon on HOLD whichever set you are using RELEASE Related publications This document refers to other related publications which appear in the following list To locate specific information you can see the Master Index of BCM50 Library CallPilot Manager Set Up and Operation Guide NN40090 300 Contact Center Set Up and Operation Guide NN40040 301 Keycode Installation Guide NN40010 301 Multimedia Contact Center Web Developer Guide NN40040 100 Multimedia Contact Center Setup and Operation Guide 12 Chapter 1 Getting started NN40040 300 13 Chapter 2 Multimedia Contact Center overview With Multimedia Contact Center agents and callers can participate in multimedia calls that include e speaking over a public switched telephone network PSTN voice connection e text chatting e exchanging and viewing web pages viewing screen captures sent by an agent In this document the server that Multimedia Contact Center is installed on is referred to as lt bcmip gt where lt bcmip gt is the ip address of the BCM system Multimedia Contact Center Setup and Operation Guide 14 Chapter 2 Multimedia Contact Center overview How Multimedia Contact Center works for callers When callers on a web site click a multimedia HTML link the Call setup page appears Multimedia Contact Center Preferences and Connection Multimedia Contac
3. Alternate Ext 2 Alternate Ext 3 Alternate Ext 4 Alternate Ext 5 Enable Call Screening Express Messaging Line C Fax Only Enable Mailbox Restrictions Page Type 3 Select an Outdial Type from the drop down list If you are not sure of which outdial type to select ask your system administrator Ifyou select Pool enter a number between 1 for Pool A and 15 for Pool O Make sure that this pool has lines assigned to it Refer to Assigning an outgoing line to a line pool on page 38 NN40040 300 Chapter 3 Setting up Multimedia Contact Center 33 e Jfyour system uses Primary Rate Interface PRI lines for outdialing select Route as the outdial type Ask your system administrator what the PRI routing code is If you use PRI lines you must also a make sure the routing table is set up correctly Refer to Configuring outdialing using PRI lines b create whatever calling restrictions you need including the routing code Refer to Creating a Multimedia Contact Center dial plan on page 43 C configure the Dialing Translation Table Refer to Configuring the Dialing Translation Table on page 47 Click Submit Do not log off If you use PRI lines go to Configuring outdialing using PRI lines on page 33 If you use a line pool go to Assigning an outgoing line to a line pool on page 38 Configuring outdialing using PRI lines If you use Primary Rate Int
4. An asterisk in the CLID ANI field represents all Multimedia Contact Center calls including browser only calls and phone and browser calls If you select Multimedia Calls and enter an asterisk in the CLID ANI field then all Multimedia Calls are routed to the specific skillset If you want to route the phone and browser calls to another skillset then program a CLID ANI entry with a telephone number So it is a separate entry from the browser only calls To route calls to a specific skillset select the Move to Skillset radio button and select a skillset To change the call priority select the Change Call Priority Only radio button Use the New Call Priority drop down list to select the priority of CLID DNIS calls Click Submit The Intelligent CLID DNIS Routing page appears The routing rule you created appears in this table Multimedia Contact Center Setup and Operation Guide 30 Chapter 3 Setting up Multimedia Contact Center The CLID DNIS Routing table shows four examples of Multimedia Contact Center rules Intelligent CLID DNIS Routing Line CLID ANI DNIS Action Commands Multimedia 4033 Priority 18 Insert Change Delete Multimedia 4053 Priority 4 Insert Change Delete Multimedia 405 Priority 5 Insert Change Delete Multimedia Skilset 2 Insert Change Delete End Insert In the first Multimedia Contact Center rule Multimedia Contact Center calls with a CLID or ANI of 4033 are given a priority of 18 In
5. 4 Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens 5 Click Contact Center The Contact Center page opens 6 Click CLID DNIS Routing Table The Intelligent CLID DNIS Routing page appears NORTEL Main Logout Help Intelligent CLID DNIS Routing Mailbox Administration Line CLID ANI DNIS Action Commands End Insert Auto Attendant Custom Call Routing Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID DNIS Routing Table Expected Wait Time Table Customize MMCC Files Reports Configuration NN40040 300 Chapter 3 Setting up Multimedia Contact Center 29 7 Click Insert to assign how Multimedia Contact Center calls are routed The CLID DNIS Setup page appears NORTEL Main Logout Help CLID DNIS Setup Line CLID ANI DNIS l Multimedia Calls Oo Action Move to Skillset 1v O Change Call Priority Only New Call Priority No Change 8 Select how you want Multimedia Contact Center calls to be routed a If you want Intelligent CLID DNIS routing to apply to Multimedia Contact Center calls select the Multimedia Calls check box and do not enter information in the Line or DNIS boxes You must enter a CLID ANI entry Note If you select the Multimedia Calls check box you must have a CLID ANI entry either a phone number or an asterisk
6. Multimedia Contact Center Setup and Operation Guide BCM50 3 0 Contact Center Document Status Standard Document Number NN40040 300 Document Version 02 01 Date August 2007 NORTEL Copyright 2005 2007 Nortel Networks All Rights Reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Contents 3 Task List To set the Multimedia Contact Center public host name 24 To route calls using the CLID DNIS table esesesesesesesee eene 28 To assign a callback route for a skillset or the system administrator mailbox 31 To configure outdialing using PRI lines ssseseeesssseeeeeeneeeeennennennnnn 33 To assign an outgoing lime toa Tine BOO ies iie i iip rr rS rco i ENT sex Dope o orent ana 38 To create a restriction on the BCM system
7. Administrator Access cQ Resources pplication Resources Media Gateways Port Ranges elephony Resources e Dial Up Intertaces y lelephony g j Clobal Settings g casts e Active Sets Active Application active DNs Al ONS Add a BL Loops Scheduled Services B Dialing Plan Alternate Routes General e DNS Schedule Y First Route Absorbed Length Second Route Absorbed Length Third Route Absorbed Length uote Network All All All Private Network Sched 6 Line Pools e isi Sched 5 All All All fing Groups 7 gj fe Call security All All All Hosprainy Hunt Groups Call Detail Recording Data Services q Applications v Evening Al All All lt gt Night All All All Lunch All All All 19 In the Alternate Routes table select a schedule type 20 In the First Route Second Route and Third Route columns type the route numbers you want to use the for selected schedule 21 Inthe Absorbed Length column click on the field in this column for the schedule you are configuring A drop down list opens NN40040 300 Chapter 3 Setting up Multimedia Contact Center 37 22 From the Absorbed Length drop down list select an absorbed length Set the absorbed length so that the routing code is not actually dialed Absorb All In this example 8A is the destination code which has an absorbed length of 1 This means that the 8 1s absorbed and only the first digi
8. Guide 76 Chapter 5 Multimedia Contact Center messages To upload a media file To upload a customized file for the media interface complete this procedure 1 From the CallPilot Manager Main Menu Web page click the Contact Center heading The Contact Center page opens Click Customize MMCC Files The Customize MMCC window opens Customize MMCC Manage interfaces and their customized files Interface Commands default View media ViewChange Spanish View Change Delete ABCComputer View Change Delete Click View Change in the command column of the media interface The MMCC Interface Files window opens Click Add The Add Media File window opens NORTEL Main Logout Help Add Media File Upload a customized MMCC file to this interface Interface media Media File Name From Local File Browse Submit Cancel NN40040 300 Chapter 5 Multimedia Contact Center messages 77 5 In the Media File Name field enter the name of the file you want to upload ES Note Before you upload any file ensure the file extensions in the Media File gt Name field and the From Local File field match exactly In the From Local File field enter the path of the file or click Browse to browse your PC for the file The path of the file you selected appears in the field Click Submit The file uploads to the media interface directory Creating and distributing web page lists You or
9. Overviews of downloading customizing and uploading pages An overview of customizing an MSG html file for the ABC Computer Company 1 Download the MSG html template from Business Communications Manager to your desktop Refer to Downloading web pages and viewing web page lists on page 69 2 Customize the MSG html file Multimedia Contact Center Setup and Operation Guide 72 Chapter 5 Multimedia Contact Center messages Save the new customized file in your local directory Save the new file with a new name such as abc Msg html Log on to Business Communications Manager using the ABC Computer Company name and password Upload the file Refer to Uploading or deleting web pages on page 73 Overview of uploading Spanish language status and error messages 1 Download the Msg html and Msg txt template files from Business Communications Manager to your desktop and customize them Refer to Downloading web pages and viewing web page lists on page 69 Upload the files using the procedure in Uploading or deleting web pages on page 73 a Click the Spanish link b Click Add C From the list of customizable file names select the Msg html file d Click Add File Adding MMCC interfaces You can create a new interface to help manage your customized files To create the interface enter a new interface name The new interface name must contain only alpha numeric characters and has a maximum length of 16 characters Aft
10. Sun Java Runtime Environment is the most recent version 1 5 0 or higher and downloads the most recent version if theirs is not enters their full name selects the By Browser Only radio button co browsing and text chat with an agent clicks Connect The Caller Setup confirmation page appears Clicks the link Click here to connect to an agent using Multimedia Contact Center A request for an agent is sent over the IP network to the Contact Center The Multimedia Contact Center caller interface is launched in a new browser window on the caller s PC Note While the caller is waiting web refreshed HTML pages appear in their browser These pages correspond to the announcement callers hear on a PSTN voice call A new web page can be sent by an agent for every Contact Center announcement along with information such as the number of agents in the skillset and the number of calls in the skillset For a full list of CGI parameters see the Multimedia Contact Center Web Developer Guide Note Because the Multimedia Contact Center application is real time response product agents must remove or disable any power saving settings that can affect the response time of the agent to the caller NN40040 300 Chapter 2 Multimedia Contact Center overview 21 3 When a Multimedia Contact Center agent is available the Multimedia Contact Center agent interface is launched in a new browser window on the agent s PC see Multimedia Contact
11. the second Multimedia Contact Center rule Multimedia Contact Center calls with a CLID or ANI of 4053 change to a priority 4 In the third Multimedia Contact Center rule Multimedia Contact Center calls with a CLID or ANI beginning with 405 change to a priority of 5 You can use the wildcard character for Multimedia Contact Center rules For example If you want to program all Multimedia Contact Center calls from a specific area code such as 403 to have a high priority and go to skillset 1 select Multimedia Calls enter 403 and select priority 1 and skillset 1 In the fourth Multimedia Contact Center rule any Multimedia call browser only calls and phone and browser calls that do not match the three previous rules are routed to Skillset 2 9 Do not log off CallPilot Manager Go to Assigning a callback route for Multimedia Contact Center on page 31 and assign a callback route NN40040 300 Chapter 3 Setting up Multimedia Contact Center 31 Assigning a callback route for Multimedia Contact Center A callback route must be set up for Contact Center to connect to the caller s phone You can program the callback route for each skillset by programming the skillset mailbox or across the entire system by using the system administration mailbox The callback route is determined as follows Ifyou program a skillset to have a callback route associated with it Multimedia Contact Center uses the callback route that you have progra
12. to Contact Center 54 server settings 59 software installing 55 Agents adding to Contact Center 51 enabling 51 Announcements Contact Center 68 recording 68 Bookmarks creating and distributing 77 exporting 77 Busy phone line message 66 C Call failed message 67 Call preferences incorrectly formatted message 65 Call types agent centric 11 18 27 caller centric 11 18 voice and data 11 18 Caller preferences Call setup page 14 CallPilot Manager browser requirements 21 computer requirements 21 system requirements 21 Choose how to connect message 65 Connected message 67 copyright 2 D Dial plan about 43 example 43 F Favorites creating and distributing 77 exporting 77 Flash animations 61 Follow me browsing 61 H how to get help support 7 l IP address 59 K keycode 24 installing 51 L Lines busy message 66 Log files about 79 viewing 79 Messages announcements 68 busy phone line 66 call failed 67 call preferences incorrectly formatted 65 call transferred 68 choose how to connect 65 connected 67 customizing 71 deleting 77 downloading 69 lines busy 66 Multimedia Contact Center unavailable 64 no agents logged on 64 noanswer 67 no phone lines available 66 refresh 68 server down 64 67 session completed 66 uploading 73 user busy 66 viewing 69 web refresh 68 Multimedia Contact Center agent 51 59 agent interface 17 agent software 55 Multimedia Contact Center Setup and Op
13. to conditions where you can damage the equipment Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to conditions where you can cause the system to fail or work improperly Note Alerts you to important information Tip Alerts you to additional information that can help you perform a task These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word in a special font shown in Pzud Command line prompts on display telephones the top line of the display Underlined word in capital letters PLA Display option Available on two line display shown in the bottom line of a two telephones Press the button directly below the line display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option NN40040 300 Chapter 1 Getting started 11 These text conventions are used in this guide to indicate the information described Convention Description bold Courier Indicates command names and options and text that you need to enter text Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier Indicates command syntax and system output for example prompts text and system messages Example Set Trap Monitor Filters
14. use this procedure to view or delete any customized files that are outdated misnamed or misfiled To upload or delete customized files 1 Launch and log on to Element Manager The Element Manager opens with the Configuration tab selected in the Task Navigation Panel 2 Expand the Applications folder 3 Click Voice Messaging Contact Center Multimedia Contact Center Setup and Operation Guide 74 Chapter 5 Multimedia Contact Center messages The Voice Messaging Contact Center panel appears 4 Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens 5 Click Contact Center The Contact Center page opens 6 Click Customize MMCC Files The Customize MMCC window opens Customize MMCC Manage interfaces and their customized files Interface Commands default View media ViewsChange Spanish View Change Delete ABCComputer View Change Delete 7 Click View Change in the command column of the interface to which you want to upload or view files In this example View Change was clicked for the customized interface named Spanish Note If you click the View Change for a customized interface you see a list of the customized files you uploaded to the BCM If you have not uploaded any files the folder is empty The MMCC Interface files page opens MMCC Interface Files Manage the files of this interface To view a file right click the Download command and save it to your local computer Then open th
15. which you want to translate the number In this example the number 4 is translated to 84 This means that when a Multimedia Contact Center callers enters a number that starts with 4 Contact Center automatically adds the prefix 8 Click Submit Multimedia Contact Center Setup and Operation Guide 50 Chapter 3 Setting up Multimedia Contact Center NN40040 300 51 Chapter 4 Multimedia Contact Center agents Setting up Multimedia Contact Center agents involves Enabling Multimedia Contact Center agents Adding Multimedia Contact Center agents to Contact Center Adding more than one agent Installing Multimedia Contact Center software on an agent s computer Configuring an agent s server settings Configuring an agent s name Enabling Multimedia Contact Center agents With the Nortel Multimedia Contact Center keycode you can enable all your Contact Center agents as Multimedia Contact Center agents If you need more agents you can purchase additional agent keycodes that enable an additional 1 4 8 16 or 32 agents To enable Multimedia Contact Center agents 1 Complete the steps in Enabling Multimedia Contact Center on page 24 to apply the Contact Center Agent keycode for the number of agents you want to enable Do not log off Business Communications Manager Follow the steps in Adding Multimedia Contact Center agents to Contact Center to add Multimedia Contact Center agents to Contact Center Adding
16. with the Multimedia Contact Center server Multimedia Contact Center Message Nortel Multimedia Contact Center Sorry your call could not be completed A technical problem has occurred on your system Please contact us using another method No answer message Callers see this message if they do not answer their phone Multimedia Contact Center Message Nortel Multimedia Contact Center Sorry your call could not be completed because you did not answer your phone If your phone did not ring please check your calling preferences and try again Connected message Callers see this message when they connect to an agent Multimedia Contact Center Message Nortel Multimedia Contact Center Welcome to our Multimedia Contact Center system You are now connected with an agent Multimedia Contact Center Setup and Operation Guide 68 Chapter 5 Multimedia Contact Center messages Call transferred message Callers see this message when Multimedia Contact Center or an agent transfers the voice call Multimedia Contact Center Message Nortel Multimedia Contact Center Your call has been routed to an area of our business that is not answering Multimedia Contact Center calls at this time Please try again later or contact us using another method Thank you for using Multimedia Contact Center Web refresh message Callers see this message while they are waiting for a Multimedia Contact Center agent to b
17. your web developer can create bookmarked lists of web pages that agents can push to callers After you create a web page list export it in a shared directory on your network and notify the Multimedia Contact Center agents to import the list E Note You must use Internet Explorer for the web page lists you create and distribute gt Other web browsers are not supported To create a list of web pages 1 O a A W N In your browser create a folder for the new list of web pages Create a folder name that is easy to identify Browse to the pages you want to bookmark Bookmark each page and save each bookmark in the folder you created Start the Import Export Wizard by selecting File gt Import and Export Save the folder you created to a network drive Send an e mail to the agents telling them to import the new folder into their Favorites folder In your e mail tell the Multimedia Contact Center agents where the web page list is located on the network Be sure to include the location of the folder in your message You can set up an address list of agents so you can notify all the agents with one e mail Whenever you create or update a web page list notify the agents to copy the list to their computer Multimedia Contact Center Setup and Operation Guide 78 Chapter 5 Multimedia Contact Center messages NN40040 300 79 Chapter 6 Logs Viewing log files Log files are automatically generated daily b
18. 1 The Agent Preferences dialog box appears Agent Notification AGENT NOT L X File Options Help N ORTEL Agent Preferences Agent Id Agent Name This name will be sent to the web caller OK Cancel Password 3 Inthe Agent Name field enter the agent name that will appear to callers 4 Click OK Using Follow me browsing Follow me browsing does not work with embedded Flash animations If an agents clicks a Flash button the image that is sent to the agent is not displayed to the caller Tell agents that 1f the page they are sending to the caller contains Flash animations the agents must tell the caller to display the page by clicking on the appropriate button in their browser display the next page for example the Next button Multimedia Contact Center Setup and Operation Guide 62 Chapter 4 Multimedia Contact Center agents NN40040 300 63 Chapter 5 Multimedia Contact Center messages Multimedia Contact Center messages are messages that are sent from a business web site to callers customers contacts or surfers who have contacted the business These messages assist customers in making contact with the business give customers choices in the type of media they use to contact the business and provide updates about the progress of their call You or your web developer can customize the default Multimedia Contact Center message templates create lists of web pages that Multime
19. 5 Click the Destination Codes tab The Destination Codes panel opens showing the Destination Codes table NN40040 300 Chapter 3 Setting up Multimedia Contact Center 35 16 Click Add The Add Destination Code dialog box appears Network Elements 4t 6513 25 192 158 249 2 E E o system Welcome Identification e Date and lime e Keycodes f Administrator Access 23 Resources lelephony Global Settings aa Sets e Active Sets tive Appiicatia 9 Inactive DNS o All ONS Lines e Active Physical L 9 Active VoIP Line e larget Lines 9 Inactive Lines e All Lines Loops e Scheduled Services Dialing Plan 9 General DNS 9 Public Network 9 Private Network e Line Pools gt e 2 Delete Multimedia Contact Center Setup and Operation Guide 36 Chapter 3 Setting up Multimedia Contact Center 17 In the Destination code field type the destination code you want to use In this example 8A is shown A represents any This means that any dialed number that starts with 8 uses PRI A that is routing code 8 uses Pool PRI A 18 In the Destination Codes table select the destination code you created The Alternate Routes for Destination Code panel appears below the Destination Codes panel Task Navigation Panel Dialing Plan Routing Configuration Administration 3 Routes Destination Codes Second Dial Tone come A System Destination Codes
20. AE 79 HONEA NET PY WAS cst St ap ur 79 NN40040 300 How to get help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site http www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to e download software documentation and product bulletins e search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues signup for automatic notification of new software and documentation for Nortel equipment open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you don t find the information you require on the Nortel Technical Support Web site and have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain the phone number for your region http www nortel com callus Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can use an Express Routing Code ERC to quickly route your call to a specialist in your Nortel product or servi
21. Center agent interface on page 17 The agent and caller web pages are synchronized 4 The agent pushes appropriate web pages to the caller The agent can have a text chat session with the caller Note If you add a restriction to the Voicemail DN you also restrict all outcalling calls including external transfers from CCR Trees Off premise Message Notification and Outbound Transfers Requirements for using CallPilot Manager to set up Multimedia Contact Center You set up Multimedia Contact Center using CallPilot Manager the web based administration tool You access CallPilot Manager with a web browser from a computer on your network System requirements Before you use CallPilot Manager to set up Multimedia Contact Center you must have your Business Communications Manager BCM system configured and the BCM software installed To enable a keycode see Enabling Multimedia Contact Center on page 24 Computer requirements The computer you use to run CallPilot Manager must have e Windows 2000 Professional SP4 or Windows XP Professional SP2 64 MB RAM and 10 MB disk space e minimum screen resolution of 1024 by 768 pixels all power saving settings on the PC removed or disabled Browser requirements To use CallPilot Manager you must have Java Runtime Environment version 1 5 0 or higher you can download the latest version of JRE from the Java web site e either Microsoft Internet Explorer 5 01 or later or Ne
22. ESAGGAGEARE S e CERAM a 9 DURER SM ER E EET LOT IS CO CRT DSTI QT 9 Symbols and text CONVENTIONS ccena xu SRRORGROAREGR RR AGE SREB ER EE 10 Pielated publicdiliDHB iiaciecherbeeRaaa edo dg RO EEG eae edie SOROR RN ERTS 11 Chapter 2 Multimedia Contact Center overview 200e sees eee eens 13 How Multimedia Contact Center works for callers 0 0 00 ce eee ee eee 14 Multimedia Contact Center caller interface llle 16 How Multimedia Contact Center works for agents liliis eee eee eee 16 Multimedia Contact Center agent interface llle 17 Multimedia Contact Center call types lsslsslle eres 18 Phone dnd Drowser Cole sccsseceRERRS XR RRGGqGx RaAde ROqoexc E RP REX ante 18 Biuwsbr onby calls ius quee ER EBORE Ob A o RC CIRCA Eo Co RCICAG v 20 Requirements for using CallPilot Manager to set up Multimedia Contact Center 21 System regquiremelts 2522s a ee he des see idan e RR ACQUE er REOR RR C a 21 Browser requirements cus snam cues aad ees ERR REA Sr xA E de ROT eee de 21 Chapter 3 Setting up Multimedia Contact Center Lul s 23 Creating a user account for Multimedia Contact Center 00000 ae 23 Enabling Multimedia Contact Center n s sasaaa auaa 24 Setting Multimedia Contact Center parameters liiis eee eee 24 Assigning routing to Multimedia Contact Center calls 0 000 c ce eeee 27 ae A iua er EEA E NE EEEE TE 27 Routing Multimed
23. Multimedia Contact Center agents to Contact Center To add a Multimedia Contact Center agent 1 Launch and log on to Element Manager The Element Manager opens with the Configuration tab selected in the Task Navigation Panel Expand the Applications folder Click Voice Messaging Contact Center The Voice Messaging Contact Center panel appears Multimedia Contact Center Setup and Operation Guide 52 Chapter 4 Multimedia Contact Center agents 4 Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens 5 Click Contact Center The Contact Center page opens NORTEL Main Logout Help Contact Center Please choose a Contact Center option Mailbox Administration Auto Attendant Custom Call Routing Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID DNIS Routing Table Expected Wait Time Table Customize MMCC Files NN40040 300 Chapter 4 Multimedia Contact Center agents 53 6 Click Agent List The Agent List appears NORTEL Main R Logout Help Agent List Make Not Logged rara Ready Off Change password De Add Add Many Agents Mailbox Administration Auto Attendant elete Custom Call Routing Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID DNIS Routi
24. Multimedia Contact Center unavailable message 00e0eeaee 64 No agents logged on message 200 cece eee ete 64 Bad calling preferences message nannu e eee tees 65 Choose how to connect message 00 c cece 65 Session completed message 0 20 c cece tees 66 User DU MESSAGE Saieeuedo aie Pd Gene Rede Eid v bp Rene eeu 66 Lines DUGTINGESAUG Lus haces RRZGOEQGAY S GORRORG CN GdDe ROMS da sue EORR d RERO 66 Make call failed message cuu ces dee Sees sae eb dicun BR Ie Rand Ro OU ee C pe a 67 o ECT MESSIO iau ett GO ax Bob Waele i a CR UR en aa Mop ol qol ech Be 67 Connected MESSAGE a Eee tice xu esc iR d des dec RU M E D RD S cd dd 67 Call transferred message i liesua lb edhe ethan web beseaseeess 68 Web refresh MSSSAGS cc ccc civ ekea e rn RERERRRR RAREOSR dirvai drati 68 Recording Multimedia Contact Center announcements leu 68 Downloading web pages and viewing web page lists 0 0 0c eee 69 Customizing Webpages esi iixisieciadeeeereey RE edes seus dere RR E ES 71 Downloading customizing and uploading pages lisse 71 Overviews of downloading customizing and uploading pages 71 Adding MMCC Interfaces ucocuns sese RR RR ue RR 3 Re REI xa 72 Uploading or deleting web pages 0 0c cece sli 73 Creating and distributing web page lists 000 cece eee 77 Chapter 6 Eo Tee rere rer TT er TT Terr TT Teer er Tr Terr Tr Te eee
25. N Model Name Port Pub OLI Priv OLI Fwd No Answer Fwd Delay Fwd Busy Fwd All Hii i as 223 223 N A 223 T7208M 208 0403 223 las T7208MT208 224 0404 224 224 N A 225 T7208MT208 225 0405 225 225 N A 226 T7208MT208 226 0406 226 226 N A 227 T7208MT208 227 0407 227 227 N A Open the Dialing Plan folder Click Line Pools The Dialing Plan Line Pool panel opens In the Line Pools table select the line pool you selected in step 7 The Details for Pool panel appears below the Dialing Pool Line Pool panel Multimedia Contact Center Setup and Operation Guide 40 Chapter 3 Setting up Multimedia Contact Center 11 In the Access Code column of the Line Pools table type an access code for example 9 for the line pool you selected e Scheduled Services Dialing Plan 9 General o DNS e Public Network 12 Inthe DNs with Access to Line Pool list verify that your DN is included 13 Expand the Telephony folder 14 Expand the Lines folder 15 Click All Lines The All Lines panel opens NN40040 300 Chapter 3 Setting up Multimedia Contact Center 41 16 In the All Lines table select the number of the access code you assigned to your line pool in step 11 1ask navigauon raner Configuration Administration elephony Resources Vial Up intertaces lelephony Dy Siobal Settings sets Active sets Active Application active DNs fons g ytines Active Phys
26. The caller completes the set up procedure The caller a verifies that their version of Sun Java Runtime Environment is the most recent version 1 5 0 or higher and downloads the most recent version if theirs is not b enters their full name C selects the By Phone and Browser radio button a PSTN voice call with co browsing and text chat with an agent d enters their phone number with area code in the phone number field NN40040 300 Chapter 2 Multimedia Contact Center overview 19 e clicks Connect The Caller Setup confirmation page appears f clicks the link Click here to connect to an agent using Multimedia Contact Center A request for an agent is sent over the IP network to the Contact Center The Multimedia Contact Center caller interface is launched in a new browser window on the caller s PC Note While the caller is waiting web refreshed HTML pages appear in their gt browser These pages correspond to the announcements callers hear on a PSTN voice call A new web page can be pushed for every Contact Center announcement Note Because the Multimedia Contact Center application is real time response product agents must remove or disable any power saving settings that can affect the response time of the agent to the caller 3 When a Multimedia Contact Center agent becomes available the caller s phone rings 4 The caller answers the call 5 The Contact Center routes the phone PSTN voice portion of t
27. active DNs Details for DN 222 L g guines Le tive Physical Lir Set Restrictions Line Set Restrictions Active Volt Lines larget Lines Restrictions active Lines Lnes Schedule Use Filter Loops 9 Loop Normal 02 5 Scheduled services amp Dialing Plan Night 1 fing Groups ey CallSecurty Evening 12 Hosprainy Punt Groups v Lunch 13 2 i 4 Click the Restrictions tab 5 Select the DN for which you want to set a restriction The Details for DN panel appears below the All DNs panel 6 Select the Set Restrictions tab 7 Inthe Restrictions table select the schedule you want to restrict and enter the appropriate filter code in the Use Filter column The default restriction filter is 00 For more information on programming dialing plans and filters see the BCM Networking Configuration Guide 8 Do not log off Go to Setting the maximum number of outcalling channels on page 45 NN40040 300 Chapter 3 Setting up Multimedia Contact Center 45 Setting the maximum number of outcalling channels When you install Multimedia Contact Center on your system set the Maximum Outcalling Channels to a value higher than 1 The default number of voice channels assigned for outcalling is 1 Also to ensure that the Outcalling Channels do not consume all the available voice channels set the Outcalling Channels to a number lower than the minimum number of voice ports For information on how to c
28. aller ID C Name with number backup C Number only None Cancel 7 Inthe MMCC Public Hostname field type the host name of your system 8 Click Submit 9 Do not log off BCM Go to Assigning routing to Multimedia Contact Center calls on page zr NN40040 300 Chapter 3 Setting up Multimedia Contact Center 27 Assigning routing to Multimedia Contact Center calls You must assign how Multimedia Contact Center calls are routed The standard method of assigning call routing is to specify the initial skillset in the web link that is used to initiate the call See the Multimedia Contact Center Web Developer Guide for details You specify the skillsets to be used to the web developer who includes this information on the customized web pages for your company You can also use the callback number information for a Multimedia Contact Center Call to move the call to another skillset or change the call s priority within the skillset The callback number is processed by the CLID Calling Line Identification column in the CLID DNIS Routing table in CallPilot Manager Note The skillset defined in the HTML tag is used unless there is an overriding rule in the CLID DNIS Calling line identifier dialed number identification service table Routing tables When you set up your Contact Center you create day and night routing tables for each skillset To route Multimedia Contact Center calls effectively you must understand how routing steps a
29. c Travel Corp Home callers Alican Satan E Asien Pectic Tour E Alaskan Arctic Adventure Contains a Usability and User Intesace Wilting reference preset list of esit web pages Doppie amp Hotmail Justin Time PC Traiing Web E Microroll windows Update MSN com Msn E Done tarle S eres Multimedia Contact Center Setup and Operation Guide 18 Chapter 2 Multimedia Contact Center overview Multimedia Contact Center call types Callers with a PSTN voice connection and a data connection and callers with only a data connection can have a multimedia session with a Multimedia Contact Center agent Phone and browser calls Phone and browser calls PSTN voice and data are routed by Contact Center to agents After a caller clicks the Multimedia Contact Center icon the Contact Center Agent centric call phones the caller when an agent is available The Contact Center then connects the call to the agent How phone and browser calls are routed to agents For this type of call the caller has a separate PSTN voice and Internet connection and is not using the telephone 1 Thecaller clicks the Multimedia Contact Center icon on a web page Click yon this icon to start a web Browser and Phone session The Multimedia Contact Center Preferences and Connection page appears Note If cookies are enabled preferences from the caller s previous call if any appear in the page 2
30. ce To locate the ERC for your product or service go to http www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller Multimedia Contact Center Setup and Operation Guide 8 Howto get help NN40040 300 Chapter 1 Getting started About this guide This guide assists a Contact Center administrator with installing and configuring Multimedia Contact Center for Nortel Business Communications Manager BCM Audience This guide is intended for people who install and configure the Multimedia Contact Center application This guide assumes that you are familiar with using Element Manager and CallPilot Manager For more information see the BCM Administration Guide and the CallPilot Manager Set Up and Operations Guide Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description BCM Business Communications Manager CLID Calling line identifier DNIS Dialed number identification service ERC Express routing code PSTN Public switched telephone network Multimedia Contact Center Setup and Operation Guide 10 Chapter 1 Getting started Symbols and text conventions These symbols are used to highlight critical information for the BCM system Caution Alerts you
31. dia Contact Center agents push to callers create interfaces which are sets of web pages specific to topics such as sales and service department or languages such as French Spanish and German For information about e default Multimedia Contact Center messages see Status and error messages on page 64 downloading message templates see Downloading web pages and viewing web page lists on page 69 customizing messages see Customizing web pages on page 71 e uploading web pages see Uploading or deleting web pages on page 73 creating and distributing lists of web pages see Creating and distributing web page lists on page 77 creating custom interfaces see Adding MMCC interfaces on page 72 Multimedia Contact Center Setup and Operation Guide 64 Chapter 5 Multimedia Contact Center messages Status and error messages During a call a caller can see one or more of the following status and error messages Multimedia Contact Center displays these messages by creating an instance of the HTML template file called MSG html Multimedia Contact Center unavailable message Callers see this message if they click the Multimedia Contact Center icon while Business Communications Manager is not operational Multimedia Contact Center Message Nortel Multimedia Contact Center We re sorry but Multimedia Contact Center could not complete your call at this time The Multimedia Contact Center server is not r
32. dia Contact Center messages 71 Customizing web pages You or your web developer can customize web pages and upload them to Business Communications Manager You can customize the default Multimedia Contact Center web pages or create your own Note Do not directly edit web pages gt Note Do not change the location of the Multimedia Contact Center default files on BCM To customize web pages 1 Download the web page or web page list you want to customize to your computer Refer to Downloading web pages and viewing web page lists on page 69 Customize the file or list of files Upload the customized files to Business Communications Manager using the procedure in Uploading or deleting web pages on page 73 Downloading customizing and uploading pages Overview of customizing an MSG html file for the ABC Computer Company 1 Download the MSG html template from Business Communications Manager to your desktop Refer to Downloading web pages and viewing web page lists on page 69 Customize the MSG html file Save the new customized file in your local directory Save the new file with a new name such as abc msg html 4 Log on to Business Communications Manager using the ABC Computer Company User ID and password For more information about user accounts see Creating a user account for Multimedia Contact Center on page 23 5 Upload the file see Uploading or deleting web pages on page 73
33. e MMCC window opens In this example the user created two customized interfaces Spanish and ABC Computer Customize MMCC Manage interfaces and their customized files Interface Commands default View media View Change Spanish YiewsChanqge Delete ABCComputer View Change Delete Multimedia Contact Center Setup and Operation Guide 70 Chapter 5 Multimedia Contact Center messages 7 Click View for the default interface to see the list of default files The default subfolder only contains the set of default web page templates and text substitutions The default files list appears in a new browser page NORTEL Main Logout Help MMCC Interface Files Manage the files of this interface To view a file right click the Download command and save it to your local computer Then open the file with the appropriate program Interface default File Commands AgentSetup htrml Download CallSetup html Download CallerSetup html Download Launch gent html Download LaunchMonitor html Download Msg html Download Msg txt Download Refresh html Download Refresh txt Download Close 8 To download a file right click the download link click Save As and save the file to your PC Note If you click the View Change for a customized interface you see a list of the customized files you uploaded to the BCM If you have not uploaded any files the folder is empty NN40040 300 Chapter 5 Multime
34. e data and PSTN voice lines can have a PSTN voice call while they view receive or even send web pages to agents For information on Multimedia Contact Center call types see Multimedia Contact Center call types on page 18 After a caller specifies their preferences by clicking the Connect button the following confirmation page displays Multimedia Contact Center Click here to connect to an agent using Multimedia Contact Center If you chose to connect by Phone and Browser your phone should ring after clicking the above link completing the call to the destination you selected If you chose to connect by Browser Only your Internet session will begin after clicking the above link If your phone is does not ring please try your call again After the caller clicks the link Click here to connect to an agent using Multimedia Contact Center the multimedia call enters the Contact Center Based on the rules created by the Contact Center administrator the request for an agent is sent to the appropriate skillset If an agent is not immediately available the caller can receive periodic HTML messages web refresh The Contact Center administrator programs these messages The messages can thank callers for their interest inform them that there are no agents currently available and tell them that they will be connected to the first available agent When the call is answered by an agent the Multimedia Contact Center caller in
35. e file with the appropriate program Interface Spanish File Commands NN40040 300 Chapter 5 Multimedia Contact Center messages 75 8 Click Add The Add Customized File window opens Add Customized File Upload a customized MMCC file to this interface When uploading a new file which has the same name as an existing interface file the existing file will be replaced with the new file Interface Spanish File Name AgentSetup html x From Local File C Browse Submit Cancel Note Before you upload any file ensure the file extensions in the File Name drop down list and the From Local File field match exactly 9 To upload files a From the File Name drop down list select the file you want to customize b Inthe From Local File field enter the path of the file or click Browse to browse your PC for the file The path of the file you selected appears in the field Note If you upload a media file use the relative path ivb media to see uploaded media files For example if you upload the file logo jpg to the media interface in a custom HTML file reference the file by including a tag such as IMG SRCz ivb media logo jpg gt C Click Submit To delete files a From the MMCC Customize Files page find the file you want to remove and click Remove in the commands column The file is deleted from the list Multimedia Contact Center Setup and Operation
36. ecome available You or your web developer can create variations of this message to assure callers that their call is important and all agents are still busy Multimedia Contact Center Web Refresh 1 All agents are currently busy We appreciate your patience and will be with you momentarily Recording Multimedia Contact Center announcements You can record announcements for Multimedia Contact Center that callers hear while they are waiting for agents Record Contact Center messages using CallPilot Manager For information on recording Contact Center announcements see the Contact Center Set Up and Operation Guide NN40040 300 Chapter 5 Multimedia Contact Center messages 69 Downloading web pages and viewing web page lists To customize a Multimedia Contact Center page download it to your computer customize it and then upload it to Business Communications Manager You can also view the lists of Multimedia Contact Center files that are on your system To download web pages or view lists of pages 1 Launch and log on to Element Manager The Element Manager opens with the Configuration tab selected in the Task Navigation Panel Expand the Applications folder Click Voice Messaging Contact Center The Voice Messaging Contact Center panel appears Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens Click Contact Center The Contact Center page opens Click Customize MMCC Files The Customiz
37. elcome Centralized Voice Messaging system Voice Message Centers Administrator Access Resources Center External Number Message Waiting Indication String Message Waiting Cancellation String lelephony ale ease ae a a Data services 1 AN 1 AN O Application 2 AN AN O L 3 Music 3 AN AN O 4 AN AN O 5 AN AN O rLocal Voice Messaging Contact Cer amp aunch CallPilot Manager 4 Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens NORTEL Main Logout Help Main Menu Mailbox Administration Add Mailbox Change Delete Mailbox Group List Administration System Properties Operator Settings Logout Auto Attendant Custom Call Routing Networking Contact Center Reports Configuration 5 Click Contact Center The Contact Center page opens Multimedia Contact Center Setup and Operation Guide 26 Chapter 3 Setting up Multimedia Contact Center 6 Click General Properties The Contact Center Properties page opens Contact Center Properties Primary Alert 00 00 mmss Secondary Alert 00 00 mm ss CC Reporting Server Password mmm Confirm Password Enable CC Reporting Data Stream M MMCC Public Hostname fi27 0 0 1 Reserved Channels fi Supervisor Help Request Timeout 12 v seconds Supervisor Help from all skillsets C agent s skillsets only Enable C
38. entium II processor at 233 MHz minimum Pentium III at 500 MHz or higher recommended 64 MB of RAM minimum 128 MB or higher recommended 30 MB of free hard drive space Java runtime version 1 5 0 or higher available from the Java web site a network card and an Internet connection Multimedia Contact Center Setup and Operation Guide 56 Chapter 4 Multimedia Contact Center agents To install Multimedia Contact Center software on an agent s computer 1 On the agent s computer point the web browser to the URL https lt bcmip gt where lt bcmip gt is the IP address of your Business Communications Manager system The Welcome to BCM page appears NORTEL Home Contact Welcome to BCM User Applications User Documentation Administrator Applications Administrator Documentation NN40040 300 Chapter 4 Multimedia Contact Center agents 57 Click Administrator Applications The Administrator Applications page opens Administrator Applications Administrator Management Tools BCM Element Manager Desktop Assistant PRO AE NCMFor BCM BCM Monitor CDRCIients BCMMIBs SSH Client PuTTY Retrieve Logs Contact Center Applications Reporting for Contact Center Multimedia Contact Center Wallboard IP View Client Digital Mobility Tools Digital Mobility Controller Digital Mobility Service Tool Templates Multimedia Contact Center Setup and Operation Guide 58 Chapte
39. er you add the new interface name you can add customized files to your new interface You can also delete files from the customized interface The entire interface including all the customized files can be deleted by clicking the Delete link To add the MMCC interface 1 Launch and log on to Element Manager The Element Manager opens with the Configuration tab selected in the Task Navigation Panel Expand the Applications folder Click Voice Messaging Contact Center The Voice Messaging Contact Center panel appears Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens Click Contact Center The Contact Center page opens Click Customize MMCC Files NN40040 300 Chapter 5 Multimedia Contact Center messages 73 The Customize MMCC window opens Customize MMCC Manage interfaces and their customized files Interface Commands default View media View s Change Spanish View sChange Delete ABCComputer View Change Delete 7 Click Add The Add MMCC Interface page appears Add MMCC Interface Create a new MMCC interface to help manage your customized files New Interface Name Submit Cancel 8 Enter the New Interface Name It must be alpha numeric characters and a maximum of 16 characters 9 Click Submit Uploading or deleting web pages After you customize Multimedia Contact Center web pages use this procedure to upload them to Business Communications Manager You can also
40. eration Guide 84 Index Call setup page 14 call types 11 18 caller interface 16 installing 24 IP address 59 keycode 24 overview 13 port address 59 setting up 23 Multimedia Contact Center calls assigning outgoing line 38 CLID DNIS routing 27 enabling call back 38 Intelligent Overflow rules 27 routing 27 Multimedia Contact Center unavailable message 64 N No agents logged on message 64 No answer message 67 No phone lines available message 66 Nortel distributor 7 O Outdialing using PRI lines 33 P Phone line busy message 66 Port address 59 PRI lines 33 R Refresh message 68 regulatory information 2 related publications 11 S Server down message 64 67 Session completed message 66 Software code 24 Supervisor status assigning 54 55 support 7 express routing code 7 how to get help 7 Nortel reseller 7 Nortel Solutions Center 7 Nortel Web site 7 T trademarks 2 U User busy message 66 W Web page lists about 77 creating and distributing 77 deleting 77 downloading 69 exporting 77 naming 77 uploading 73 viewing 69 Web pages customization example 71 customizing 71 Web refresh message 68 NN40040 300
41. erface PRI lines you must configure the outdialing for your Contact Center If you don t go to Assigning an outgoing line to a line pool on page 38 To configure outdialing using PRI lines 1 Launch and log on to Element Manager The Element Manager opens Expand the Resources folder Click Telephony Resources The Telephony Resources panel opens In the Modules table select the module number of your PRI The Details for Module panel opens below the Modules table In the Modules table go to the Low column and record the line number assignment for example 65 You need this number for step 7 Note Make sure the protocol shown in the Details for Line panel is set to be gt compatible with your PRI service provider 6 From the Configuration tab expand the Telephony folder 7 Open the Lines folder Multimedia Contact Center Setup and Operation Guide 34 Chapter 3 Setting up Multimedia Contact Center 8 Click All Lines The AII Lines panel opens Task Navigation Panel All Lines Configuration Administration Line Trunk Type Control Set Line Type Prime Set Pub Received Priv Received Distinct Ring Welcome System 061 Loop Line061 221 Pool 221 N A N A None Administrator Access Resources 062 Loop Line062 221 Pool A 221 N A N A None J pplication Resources Media Gateways 063 Loop Line063 221 Pool A 221 N A N A None ort Ranges e lelephony Resources Loo
42. esponding Possibly the system is down for maintenance or there is a network problem Please try again later No agents logged on message Callers see this message if there are no Multimedia Contact Center agents logged on NN40040 300 Multimedia Contact Center Message Nortel Multimedia Contact Center Sorry your call could not be completed There are no agents available to take your call at this time Please try again later Chapter 5 Multimedia Contact Center messages 65 Bad calling preferences message Callers see this message if the phone number they enter in the call setup page is improperly formatted or if Multimedia Contact Center does not provide service to their calling area Multimedia Contact Center Message Nortel Multimedia Contact Center We re sorry but Multimedia Contact Center could not complete your call Either e the phone number that you entered as your calling preference is improperly formatted or e the business does not provide phone service to the calling area specified in your phone number Please try your call again or contact us directly Choose how to connect message Callers see this message 1f they do not specify their connection preferences in the call setup page Multimedia Contact Center Message Nortel Multimedia Contact Center You must tell us how you would like to connect Please fill in your name in the space provided Then select either of the B
43. ffect Multimedia Contact Center calls For example you can set up the Night Routing Table so that when your Contact Center is closed Multimedia Contact Center calls are transferred to a mailbox or another number Before a Multimedia Contact Center call is connected to an agent the following Intelligent Overflow actions disconnect the call in the caller s browser and display a message to the caller transfer to Skillset mailbox transfer to external or internal DN transfer to Automated Attendant transfer to Operator Before a Multimedia Contact Center call is connected to an agent the following actions route the call as expected overflow to other skillsets e move to another skillset change priority of call For information about setting up Day and Night Routing Tables see the Contact Center Set Up and Operation Guide Multimedia Contact Center Setup and Operation Guide 28 Chapter 3 Setting up Multimedia Contact Center Routing Multimedia Contact Center calls using the CLID DNIS Routing table If you do not want to use a CLID DNIS table continue with Assigning a callback route for Multimedia Contact Center on page 31 To route calls using the CLID DNIS table 1 Launch and log on to Element Manager The Element Manager opens with the Configuration tab selected in the Task Navigation Panel 2 Expand the Applications folder 3 Click Voice Messaging Contact Center The Voice Messaging Contact Center panel appears
44. g Translation Table to add your routing prefix to the callback numbers To configure the Dialing Translation Table 1 From the CallPilot Manager Main Menu page click Configuration The Configuration page opens NORTEL Main Logout Help k Configuration Mailbox Administration Please choose a configuration option Auto Attendant Custom Call Routing Networking Contact Center Reports Configuration System Properties Dialing Translation Properties Dialing Translation Table Switch Properties Fax Properties Operations Multimedia Contact Center Setup and Operation Guide 48 Chapter 3 Setting up Multimedia Contact Center 2 Click Dialing Translation Table The Dialing Translation Table page opens NORTEL Main Logout Help Dialing Translation Table Mailbox Administration Auto Attendant Custom Call Routing Networking Contact Center Configuration System Properties Dialing Translation Properties Dialing Translation Table Switch Properties Fax Properties Operations 3 Click Add The Dialing Translation Setup page appears NORTEL Main Logout Help Dialing Translation Setup Input Value Output Value Cancel 4 Inthe Input Value field enter the number you want to translate NN40040 300 Chapter 3 Setting up Multimedia Contact Center 49 In the Output Value field enter the value to
45. hange the minimum number of voice ports see the BCM Networking Configuration Guide If you do not set the Maximum Outcalling Channels to higher than one callers see the Lines busy message Multimedia Contact Center Setup and Operation Guide 46 Chapter 3 Setting up Multimedia Contact Center To set the maximum number of outcalling channels 1 From CallPilot Manager Main Menu page click Configuration To launch CallPilot Manager see Setting Multimedia Contact Center parameters on page 24 2 Click System Properties The System Properties page appears NORTEL Help System Properties Voice Mail Version Max Outcalling Channels Enable Voice Mail Enable Group List Enable Trivial Password Checking Group List Leading Digit Minimum message length Enable External Initialization Make Directory Available Enable General Delivery Mailbox Enable Redirect DN Enable Network Transfers Fnahle Rilinaual 41 00 24 22 817 7 000 500 3000 milliseconds Iv Iv r This item is used for the Centralized Voice Mail feature only r r 3 Inthe Max Outcalling Channels field type a value higher than 1 4 Click Submit Do not log off CallPilot Manager Go to Configuring the Dialing Translation Table on page 47 NN40040 300 Chapter 3 Setting up Multimedia Contact Center 47 Configuring the Dialing Translation Table If your outdialing type is Route configure the Dialin
46. he authorization code is a six digit code you receive for each of the features you purchase The authorization code is on the label affixed to the keycode information sheet You enable Multimedia Contact Center by enabling the Multimedia Contact Center authorization code on the BCM Element Manager For more information on the keycode and authorization codes as well as steps for installing a keycode and authorization codes see the Keycode Installation Guide Setting Multimedia Contact Center parameters You must define the public host name parameter Multimedia Contact Center parameters are set using CallPilot Manager Note If your BCM is behind a firewall or proxy server you must set the firewall or proxy server TCP ports 443 and 4200 to forward inbound traffic to the BCM For more information on how to set inbound filters see the documentation for your firewall or proxy server If you have a BCM firewall see the Networking Configuration Guide To set the Multimedia Contact Center public host name 1 Launch and log on to Element Manager The Element Manager opens with the Configuration tab selected in the Task Navigation Panel 2 Expand the Applications folder NN40040 300 Chapter 3 Setting up Multimedia Contact Center 25 3 Click Voice Messaging Contact Center The Voice Messaging Contact Center panel appears Task Havigation Panel Configuration Adiristration Voice Messaging Contact Center
47. he call to the Multimedia Contact Center agent The agent s set rings and displays www ss where ss skillset number to signify that the call is a multimedia call 6 The agent answers the call on their set and the agent s and the caller s audio path are connected and the agent and caller s web pages are synchronized The Multimedia Contact Center agent interface 1s launched in a new browser window on the agent s PC 7 The agent sends appropriate web pages to the caller The agent can have a text chat session with the caller Note All agents must close unused browser windows at the end of a browser session for either a phone and browser call or a browser only call to ensure that the next call opens in a new and full sized browser window Multimedia Contact Center Setup and Operation Guide 20 Chapter 2 Multimedia Contact Center overview Browser only calls For this type of call the caller needs an Internet connection A browser only call data only call can include text chat and web pages that the agent sends to the caller How a browser only call works 1 Thecaller clicks the Multimedia Contact Center icon on a web page 9 Click on this icon to start a web Browser only session The call setup page appears Note If cookies are enabled preferences from the caller s previous call if any appear in the page 2 The caller completes the set up procedure The caller a verifies that their version of
48. ia Contact Center calls using the CLID DNIS Routing table 28 Assigning a callback route for Multimedia Contact Center 0055 31 Configuring outdialing using PRI lines 0 00 ee 33 Assigning an outgoing line to a line pool 0 00 eee 38 Creating a Multimedia Contact Center dial plan iliis 43 Example of a dial plan that restricts calls based on their country 43 Setting the maximum number of outcalling channels illie 45 Configuring the Dialing Translation Table llsieeeiee 47 Multimedia Contact Center Setup and Operation Guide 6 Contents Chapter 4 Multimedia Contact Center agents Llsleesslessss 51 Enabling Multimedia Contact Center agents 00 0c cee eee 51 Adding Multimedia Contact Center agents to Contact Center 51 Adding more than one agant issssocsaseuscrerdR rede aw Ex XR RS 54 Installing Multimedia Contact Center software on an agent s computer 55 Requirements for agents using Multimedia Contact Center 55 Configuring an agent s server settings 0 00 c cece eee eee 59 Configuring an agente NAME si ccicvesadoeehsieseeesersgoeadeepegeas Cae ds 60 Usmg Follow me DIOUSIDOa aq RECHERCHE RR UE RR RR RUE CUR Cae a pe UR 4 61 Chapter 5 Multimedia Contact Center messages sesllssese 63 Status and Shor Messages cusa ced ake hi Bee one Kee E ee 64
49. ical Lit Active vore Lines larget Lines active Lines e Loops e Scheduled Services gj c Pang Flan General e DNs e Public Network nete Network Line Panis All Lines Control Set Priv Received Distinct Ring Prime Set Pub Received st Pool BlocA 221 Line005 221 Pool BlocA Line006 221 Line007 221 PookBlocA 221 Line008 221 Line010 221 Pool BlocA 221 1 PookBlocA 227 Line011 221 PookBlocA 221 Details for Line 009 Es Restrictions Multimedia Contact Center Setup and Operation Guide 42 Chapter 3 Setting up Multimedia Contact Center 17 On the Line Type tab click the Line Type A drop down list opens All Lines Line Control Set Line Type Pub Received Priv Received Distinct Ring 005 VolP Line005 221 Pool BlocA 221 NA N A None 006 VolP Line 06 221 Pool BlocA 221 NIA N A None J 007 VolP Line007 221 Pool BlocA 221 N A N A None 008 VoIP Line008 221 Pool BlocA 221 N A N A None GENEEEEENLONIEE E 010 VoIP LineO10 221 Pool BlocA 221 N A NIA None N A None VolP Line011 221 011 Details for Line 009 Preferences Restrictions 18 From the Line Type drop down list select the pool you chose for your DN 19 Do not log off Go to Creating a Multimedia Contact Center dial plan on page 43 NN40040 300 Chapter 3 Setting up Multimedia Contact Center 43 Creating a Mu
50. ings o ocQSets 225 T7208M7208 225 0405 225 225 N A P Active sets T7208M7208 Active Application DN Mnactive DNs Lines Loops Scheduled Services Details for DN 222 gi Ay Dialing Plan e Ring Groups gj Can securty Line Assignment Line Pool Access Answer DNs e Hospteity Assigned Lines Hunt Groups gp con Det ecorang Line Appearance Type Appearances Caller ID Set Vinsg Set Priv Received Pub Received p Data Services Applications Voice Messaging Lontact LANCIE Music t j gt 9 6 Inthe Details for DN panel select the Line Pool Access tab NN40040 300 Chapter 3 Setting up Multimedia Contact Center 39 7 From the Line Pools list select a line pool for example Pool A 10 Task Havigation Panel Configuration Administration e Welcome System Administrator Access eg Resources pplication Resources Media Gateways ort Ranges elephony Resources LA Up Intertaces gg elepnony D Global settings sets Active sets Active Application Inactive DNs Lines Loops e Scheduled Services gj c Peng Hen veneral DNS Public Network e Private Network Line Fools Nouting fing Groups a Call security Hosptaity unt Groups Cal betal Recording 7 Data Services a a Applications v gt All DHs Line Access Capabilities and Preferences Restrictions D
51. ity Controller Digital Mobility Service Tool Templates GCtartun Nrafila Tomnlata NN40040 300 Chapter 6 Logs 81 3 Under Administration Management Tools click Retrieve Logs The Retrieve Log Files tool appears in the right hand panel amp Applications Administrator Management Tools BCM Element Manager Desktop Assistant PRO AE NCM For BCM BCM Monitor CDR Clients Retrieve Log Files BCM MIBs SSH Client PuTTY Retrieve Logs r Get Logs Contact Center Applications Reporting for Contact Center Transferto My Computer Multimedia Contact Center C Store on USB memory Wallboard IP View Client C Sendto ads Digital Mobility Tools Digital Mobility Controller Remote Resgurce Digital Mobility Service Tool Directory Templates User ID Startup Profile Template Password PO Factory Default Programming Record User Applications Submit Reset 4 Use the Retrieve Log Files tool to retrieve log files You can transfer files to your PC a USB memory card or to an external resource such as an FTP server For more information on managing viewing downloading and transferring log files see the section on managing log files in the BCM Administration Guide Multimedia Contact Center Setup and Operation Guide 82 Chapter 6 Logs NN40040 300 Index 83 Index A Adding multiple agents to Contact Center 54 Agent adding multiple agents
52. ltimedia Contact Center dial plan You can create a callback dial plan that restricts Multimedia Contact Center from calling certain numbers When you create a dial plan you add restrictions to the DNs that BCM uses for callback These restrictions limit the calls that Multimedia Contact Center accepts for example you can create a restriction that limits calls to local calls from your service area You can add restrictions to skillset and the Voicemail DNs You can display DNs by entering Feature 985 on a set Note If you add a restriction to the Voicemail DN you also restrict all outcalling calls including external transfers from CCR Trees Off premise Message Notification and Outbound Transfers Example of a dial plan that restricts calls based on their country Bridgestone Computers sells computers in the United States and Canada and has different information for prices and shipping for each country The Contact Center administrator sets up restrictions for each of the U S and Canada skillsets When a caller in the U S clicks the HTML link and enters their phone number the restriction rules for the US skillset identify the caller as being in a U S area code That skillset calls back telephone numbers within the US To create a restriction on the BCM system 1 In Element Manager from the Configuration tab in the Task Navigation Panel expand the Telephony folder 2 Click Scheduled Services The Scheduled Services panel o
53. mmed Ifyou do not program a skillset to have a callback route but you program the system administration mailbox to have a callback route associated with it Multimedia Contact Center uses the callback route that you have programmed Ifyou do not program a skillset or the system administrator mailbox to have a callback route Multimedia Contact Center uses Pool A To assign a callback route for a skillset or the system administrator mailbox 1 On CallPilot Manager click the Mailbox Administration heading The Mailbox List page appears Mailbox List Number Type GENERAL DELIVERY MB 100 General Delivery Change Activity Reset Password SYSTEM MANAGER MB 102 Administrator Change Activity Reset Password Skillset 1 450 Subscriber Change Activity Reset Password Skillset 2 451 Subscriber Change Activity Reset Password 2 Click the Change link for the mailbox to which you want to assign a callback route either the system administrator mailbox or the skillset mailbox Multimedia Contact Center Setup and Operation Guide 32 Chapter 3 Setting up Multimedia Contact Center The window opens showing the properties of the mailbox you selected Subscriber Mailbox 450 Extension 450 Last Name Skillset 1 First Name Class of Service 1 amp Display In Directory v Enable Message Waiting v Enable Auto Login oO Spoken Name Not Recorded Outdial Type None v Line Pool Alternate Ext 1
54. ng Table Expected Wait Time Table Customize MMCC Files 7 Click Add The Add Agent window opens NORTEL Main Logout Help Add Agent Agent ID B Name Agent2 Supervisor m Automatic Answer Missed Call Option Make Not Ready Return To Skillset v Submit Cancel Multimedia Contact Center Setup and Operation Guide 54 Chapter 4 Multimedia Contact Center agents 8 Complete the Agent ID and Name fields 9 Select the Supervisor check box if you want the agents to have Supervisor status 10 Select the Automatic Answer check box if you want calls to be force delivered to the agents 11 From the Missed Call Option drop down list select Make Not Ready Return to Skillset or Automatic Logout 12 Click Submit Adding more than one agent You can save time by adding more than one agent at a time When you add multiple agents the agents have the default agent name and parameters To add more than one agent 1 Launch CallPilot Manager from Element Manager 2 Click Contact Center The Contact Center page opens 3 Click Agent List The Agent List appears 4 Click Add Many Agents The Add Many Agents page appears NORTEL Main Logout Help Add Many Agents ID Range From Bc To a Supervisor ae n nswer missed Call Make Not Ready Return To Skillset Z ption Submit Cancel NN40040 300 Chapter 4 Multimedia Contact Center agents 55 o ON Oo OF In the F
55. p 221 N A N A M al Up Intertaces mz m 065 RI Line065 Pool BlocB 221 INVA N A None lea telephony PRI 21 N A NIA Line064 221 Pool A None gj fj Covel Settings 066 Line066 221 Pool BlocB 2 None g a Sts gt Lines 067 PRI Line067 221 Pool BlocB 221 N A N A None e Active Physical Lines v Q Active vole Lines lt a larget Lines nectve Lines Bin e ELS es z e Loops Details for Line 065 Scheduled services gj 7 Piang Plan e Ring Groups Preferences Restrictions gj py Cal Securty Mosprtainy Hunt Groups Distinct rings in use Cal Detail Recorcing Data Services Applications Voice Messaging Contact e LANCIE e Music 9 Inthe All Lines table scroll down to the line number you recorded in step 5 that has the PRI trunk type 10 In the Line Type field verify the line type 11 From the Configuration tab expand the Telephony folder 12 Expand the Dialing Plan folder 13 Click Routing The Dialing Plan Routing panel opens with the Routes tab displayed 14 Select a route from the Routes table or If you want to add a new route click Add Enter the number of the new route and click OK Select the new route from the Routes table Configure the route a Click the Use Pool column for the route you have selected b Select a pool from the drop down list of possible pools C Click the DN type column d Selecta DN type from the drop down list of possible DN types 1
56. pens 3 From the Schedules table select the schedule you want to create The Details for Schedule panel appears to the right of the Schedules table 4 Inthe Schedule Times table set the daily start and stop time for the schedule you selected Multimedia Contact Center Setup and Operation Guide 44 Chapter 3 Setting up Multimedia Contact Center To add a restriction to the BCM system 1 In Element Manager from the Configuration tab in the Task Navigation Panel expand the Telephony folder 2 Expand he Sets folder 3 Click All DNs The All DNs panel appears Task Havigation Panel All DHS Configuration Administration E Line Access Capabilities and Preferences Restrictions PISO oec Sy Resources 7 pplication Resources DN Model Name Set Lock Allow Last Number Allow Saved Number Allow Link Media Gateways 221 T7208M7208 221 Ni A on Ranges ai v v vi 22 POEM Y Vial Up Intertaces 223 T7208M7208 223 None Iz v e anony 224 T7208M7208 224 None gj Ay Global Settings v v v Feature Settings 225 T7208M7208 225 None 2 v ovanced Feature 226 T7208M7208 226 None cd v 7 qp ermnei Feature 227 T7208M7208 227 None I 7 7 DMC Feature List system speed Dia 228 T7208M7208 228 None 2 v v CAP Assignment 229 T7208M7208 229 None ral M qm sets z CE OpY P Q Ave sets Active Application n
57. r 4 Multimedia Contact Center agents 3 In the left frame under Contact Center Applications click Multimedia Contact Center The Multimedia Contact Center application download page appears Home Contact Administrator Multimedia Applications Contact Center Administrator Management Tools BCM Element Manager Desktop Assistant PRO AE NCM For BCM BCM Monitor Download Multimedia Contact Center CDRClients BCMMIBs see Important Notes Below Note You must install Java Runtime Environment JRE 1 5 or higher before you download Multimedia Contact Center to the agent s computer You can download the latest version of JRE from the Java web site Click the Download Multimedia Contact Center link and download the application to the agent s PC The File Download dialog box appears Click Save The Save As dialog box appears Navigate to the location to which you want to download the file and click Save Locate the downloaded file and double click it to unzip it Install the Agent Notification software on the agent s PC Note Nortel recommends that you install the software in C Program gt Files Nortel Multimedia Contact Center Agent Notification Note For non administrative agents using Agent Notification software on a gt Windows XP SP2 platform the Contact Center administrator must include javaw exe and java exe as exceptions in the firewall settings so these agen
58. rom field type the lowest Agent ID number of the agents you want to create In the To field type the highest Agent ID number of the agents you want to create Select the Supervisor check box if you want the agents to have Supervisor status Select the Automatic Answer check box if you want calls to be force delivered to the agents From the Missed Call Option list box select Make Not Ready Return to Skillset or Automatic Logout 10 Click Submit Note Any previously configured agents with an Agent ID number that falls within the range you enter in the From and To boxes are not changed These agents are not included in the number of agents added Installing Multimedia Contact Center software on an agent s computer You must install and configure the Multimedia Contact Center software on the computer of each Multimedia Contact Center agent To install the software you must log on as an administrator If you see the following error message you are logged on as a non privileged user and will not be able to install the software Setup Initialization Error Setup has detected that unInstallS ield is in use Please close unInstallShield and restart setup Error 432 Requirements for agents using Multimedia Contact Center To use Multimedia Contact Center agents must have e e Internet Explorer 5 5 with SP 2 or a later version of Internet Explorer any of these operating systems Windows 2000 or Windows XP a P
59. t Center connects you to an agent when one becomes available This page sets your connection preferences and lets you connect The next time you click on the Multimedia Contact Center link these preferences will be used Bookmark this page to change your settings in the future Please make sure you have Sun Java Runtime Environment 1 5 0 or a higher version installed Click here to test your current Sun Java version Click here to download the latest version Please complete the following information GHCaISeupDa required How would you like to connect Please select one O By Phone and Browser Voice connection and Text Chat with an agent a Enter your phone If you have a separate free phone line you can number receive the Voice portion of the session while 2 Eie conducting the Browser portion ofthe session including area code over your Internet connection l CallSetupDatal b Click the Connect Note there are no long distance charges button By Browser Only Text Chat with an agent a Click the Connect If you only wish to connect via text chat button When you are ready click Connect Note After you click Connect do not click the Refresh Reload icon or press F5 NN40040 300 Chapter 2 Multimedia Contact Center overview 15 In the call setup page callers specify their calling preferences Callers can access the media types based on their needs and resources Callers with separat
60. t after it is dialed out on the PRI line Task Navigation Panel Configuration Administration system Administrator Access Resources pplication Resources Media Gateways ot Ranges lephony Resources Vial Up Intertaces e lelephony a Global Settings g amp Sets Active sets Active Application Mactive DNs e All ONS B Lines Loops e Scheduled Services g c4 Dialing Flan e General DNs Public Network Private Network e Line Pools Md hing Groups gj eq Call Securtty Mosprtainy Hunt Groups Cal beta Recording Data Services Applications v lt T gt Welcome F Dialing Plan Routing Routes Destination Codes Second Dial Tone Destination Codes Alternate Routes Schedule First Route Absorbed Length Second Route Absorbed Length Third Route Absorbed Length Sched 6 All All All ched 5 All All All Sched 4 All All All Night All All All Lunch All All All All All All 23 View the public DN length This is the number of digits after the prefix that the agents can dial a Inthe Telephony folder expand the Dialing Plan folder b Click Public Network The Dialing Plan Public Network panel opens C Inthe Public Network DN Lengths table select a DN prefix d Inthe DN Length column view the DN length If you must change a DN length see the BCM Networking Configuration Guide 24 Log off Element Manager Go to Creating a M
61. ter call NN40040 300 Chapter 2 Multimedia Contact Center overview 17 Multimedia Contact Center agent interface The Multimedia Contact Center agent interface has two windows The first window lets an agent control the progress of the call The second window displays the Multimedia Contact Center web pages that the agent sends to a caller or that a caller sends to them Initiatesa Takes a screen Controls whether Shows the URL Shows the name Displays in the text chat capture of a web pages ofthe web page and phone second window with the web page clicked by the on which the number the caller the web page the caller window or agentaresentto caller clicked the specified in the caller clicked the desktop the caller MMCC icon call setup page MMCC icon on Z Multimedia Call Center Agent Mopicor Microsoft Internet Explorer provided by Nortel Network7 Phone 7610990 I Follow Me Browsing cater Pat Smith Screen Capture Help Block Caller Connected from liavel Lamp Homepage MICIOSON IMemet Explore provided Dy NOME WeIvOrks Opens Fle Edt View Favorites Tods Help Help fo Beck gt O E Gseach gro Briton Fy I A aD Ends the Address nno 47 65 138 69 6900 14b Hmi demo marrpape Hi 865 Links browser Favorites x session Fiada R organize C Commesce a Blocks calls Ch Unks from Ga heda Multimedia Cal Center Links unwanted 8 Exoti
62. terface appears in the caller s web browser see Multimedia Contact Center caller interface on page 16 Multimedia Contact Center Setup and Operation Guide 16 Chapter 2 Multimedia Contact Center overview Multimedia Contact Center caller interface The caller interface has one window that lets the caller control the progress of the call and to send web pages to the agent Click Send to send a web page to the agent Text messages sent between the caller and the agent appear here Type a message and click send to chat with the agent Pe Chat Send E Call Status Calling agent s phone Jr E Internet View the status of your call How Multimedia Contact Center works for agents Depending on the call preferences the caller has requested in the call setup page the agent can have a browser only or a phone and browser call with the caller The agent can use follow me browsing to show the caller a sequence of web pages The agent can also send pages or screen captures or have a text chat with the caller For a phone and browser call the agent must answer the phone and then the agent interface and browser window appear on the agent s computer For a browser only call the agent interface and browser window appear immediately so the agent cannot decline this type of call The agent s browser window shows the web page that the caller originally clicked to start the Multimedia Contact Cen
63. ts can accept Multimedia Contact Center calls NN40040 300 Chapter 4 Multimedia Contact Center agents 59 Configuring an agent s server settings To configure an agent s server settings 1 To start the Multimedia Contact Center software on the agent s computer select the Start menu 2 Select Programs gt Nortel gt Multimedia Contact Center gt Agent Notification This is the default installation path The Agent Login Logout dialog box appears Agent Notification AGENT NOT L E File Options Help N RTEL Multimedia Contact Center Agentld Password Multimedia Contact Center Setup and Operation Guide 60 Chapter 4 Multimedia Contact Center agents 3 From the Options menu select Server Setup The Server Setup dialog box appears Agent Notification AGENT NOT L X File Options Help N ORTEL FD Agent Id Server Setup Password OK Cancel 4 Inthe Server IP field enter the IP address or fully qualified domain name FQDN of the BCM 5 Click OK Configuring an agent s name Either you or the agent can enter the agent name that is displayed to callers To configure an agent s name 1 Select Programs gt Nortel gt Multimedia Contact Center gt Agent Notification This is the default installation path The Agent Login Logout dialog box appears 2 From the Options menu click Agent Name NN40040 300 Chapter 4 Multimedia Contact Center agents 6
64. tscape Communicator 4 8 6 1x 6 2x and 7 x If you use Netscape Communicator set the following parameters Enable Java on Cached document comparison every time Multimedia Contact Center Setup and Operation Guide 22 Chapter 2 Multimedia Contact Center overview If you use Microsoft Internet Explorer set the following parameters e Check for newer versions every visit to the page Java JIT compiler enabled on If you use Microsoft Internet Explorer 7 0 set these additional parameters e Add the BCM IP address to the trusted site list Allow phishing for the BCM IP address For more information about these settings see your web browser online Help For more information about using CallPilot Manager or Nortel Contact Center see the CallPilot Manager Set Up and Operation Guide and the Contact Center Set Up and Operation Guide NN40040 300 23 Chapter 3 Setting up Multimedia Contact Center Setting up Multimedia Contact Center involves Creating a user account for Multimedia Contact Center Enabling Multimedia Contact Center Setting Multimedia Contact Center parameters Assigning routing to Multimedia Contact Center calls Routing tables Routing Multimedia Contact Center calls using the CLID DNIS Routing table Assigning a callback route for Multimedia Contact Center Configuring outdialing using PRI lines Assigning an outgoing line to a line pool Creating a Multimedia Contact Center dial plan E
65. ultimedia Contact Center dial plan on page 43 Multimedia Contact Center Setup and Operation Guide 38 Chapter 3 Setting up Multimedia Contact Center Assigning an outgoing line to a line pool You must assign an outgoing line to a line pool so that Multimedia Contact Center accepts callback calls In this example a line is assigned to Pool A Note You do not need to do this procedure if you use PRI lines gt To assign an outgoing line to a line pool 1 Onatelset enter Feature 985 to display the Voicemail DN The DN number appears on the telset screen 2 In Element Manager from the Configuration tab in the Task Navigation Panel expand the Telephony folder 3 Expand he Sets folder 4 Click All DNs The All DNs panel appears 5 Inthe Line Access tab select the DN that appears on the screen of your telset The details for that DN appear in the Details for DN panel in the lower half of the All DNs panel Task Havigation Panel All DHs Configuration Administration p Line Access Capabilities and Preferences Restrictions e Welcome System Administrator Access fea esources 221 0401 221 221 NIA e Application Kesources Medo Gateways 172087208 0402 222 222 N A e Port Ranges elephony Resources T7208M7208 228 0403 228 223 N A e Dial Up Intertaces Fwd All Fwd No Answer Fwd Delay Fwd Busy 221 T7208M7208 oy Telephony 224 172087208 224 1404 224 224 N A sg Global sett
66. xample of a dial plan that restricts calls based on their country Setting the maximum number of outcalling channels Configuring the Dialing Translation Table Creating a user account for Multimedia Contact Center In Element Manager you can create user accounts that allow several people to have access to Multimedia Contact Center settings A user account allows users to access their own information but not anyone else s For example if you have a web developer who creates custom web pages for your business you can create a user account for them This gives them their own user ID and password that gives them access to certain tasks for example downloading and uploading web pages and viewing web page lists Another example ABC Computers has weekly specials and wants to update their information weekly You can create a user account for ABC Computers that lets anyone who has the user ID update their web pages Multimedia Contact Center Setup and Operation Guide 24 Chapter 3 Setting up Multimedia Contact Center Enabling Multimedia Contact Center You require a keycode to enable software features on the Business Communications Manager BCM system The keycode is a 24 digit code that authenticates the feature or bundle of features you purchased for your BCM To enable Multimedia Contact Center the keycode must include this feature To obtain a keycode you require the following feature authorization code for the BCM e system ID T
67. y Multimedia Contact Center You can use log files to diagnose system problems The log files include all activity that occurs with its CGI interface and its telephony server Multimedia Contact Center Log files are generated on the BCM The logs are named e mmcc cgi out e mmcc out You manage log files by transferring selected BCM log files from the BCM to a specified location such as your personal computer You can then view individual log files using the BCM Element Manager Log Browser or your usual text editor On BCM models with an integrated router you can also retrieve router logs using the WebGUI router To view a log file 1 Launch the web page for your BCM at https lt ipaddress gt where lt ipaddress gt is the IP address of your BCM The Welcome to BCM page opens NORTEL Home Contact Welcome BCM User Applications User Documentation Administrator Applications Administrator Documentation Multimedia Contact Center Setup and Operation Guide 80 Chapter 6 Logs 2 Click Administrator Applications The Administrator Applications page opens Administrat r Applications Administrator Management Tools BCM Element Manager Desktop Assistant PRO AE NCM For BCM BCM Monitor CDR Clients BCM MIBs SSH Client PuTTY Retrieve Logs Contact Center Applications Reporting for Contact Center Multimedia Contact Center Wallboard IP View Client Digital Mobility Tools Digital Mobil
68. y Phone and Browser or By Browser Only radio buttons If you select By Phone and Browser then enter your valid phone number in the space provided Multimedia Contact Center Setup and Operation Guide 66 Chapter 5 Multimedia Contact Center messages Session completed message Callers see this message after they click the Hangup button on the caller interface User busy message Multimedia Contact Center Message Nortel Multimedia Contact Center Thank you for using Multimedia Contact Center Callers see this message if their call cannot be completed because their phone line is busy Multimedia Contact Center Message Nortel Multimedia Contact Center Sorry your call could not be completed because your phone is busy Please try again later Lines busy message Callers see this message if their call cannot be completed because Business Communications Manager has no available phone lines Set the Maximum Outcalling Channels to more than one so that phone lines are available For more information see Routing tables on page 27 NN40040 300 Multimedia Contact Center Message Nortel Multimedia Contact Center Sorry your call could not be completed All Multimedia Contact Center lines are currently busy Please try again later Chapter 5 Multimedia Contact Center messages 67 Make call failed message Callers see this message if their call cannot be connected because there is a problem

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