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Avaya Contact Center User's Manual

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1. Pswd 4 Enter your new mailbox password and press OK or J RETRY OK J Again 5 Re enter your new mailbox password and press OK or J RETRY DK J Password OF 6 This display appears briefly 7 Press to end the session Resetting a skillset mailbox password Note Reset a password only if the agent who accesses the skillset mailbox forgets the password or is locked out The password for the reset mailbox is 0000 The agent who accesses the skillset mailbox cannot retrieve skillset mailbox messages until they create a new password Tell the agent to change the default password as soon as possible While the skillset mailbox has the default password the mailbox is vulnerable to unauthorized access To reset a skillset mailbox password 1 Start CallPilot Manager 2 Click the Mailbox Administration heading The Mailbox List page appears N0060620 Chapter 6 Setting up skillset mailboxes 71 3 Click the Reset Password link for the skillset mailbox you want to reset the password for A message appears that asks you to confirm your request to change the password 4 Click the OK button The password is reset to 0000 the default password Recording skillset mailbox greetings After you initialize a skillset mailbox record the greetings for it You can record Primary Alternate and Personalized greetings for each skillset mailbox You record a Primary skillset mailbox gr
2. N0060620 Chapter 7 Off premise Message Notification 91 where recognizes dial tone SeSe inserts a timed pause specifies the next digits are special characters specifies that the next digits are the numbers to be dialed 6 6 8 82 8 4 is the pager phone number dialed Depending on the company supplying your paging service the programming sequence can vary For more information about setting the destination phone number parameters for your pager contact your pager company To set up Off premise Message Notification to a pager Med notify ADMIN SELECT S Destination PHOME EXT PAGER Pager RETR OK 1 Press BBJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press ADMIH or to set up Off premise Message Notification Press PAGER or to select a pager number destination Enter the destination pager number and press OK or J Contact Center Set Up and Operation Guide 92 Chapter 7 Off premise Message Notification ox 6 ADD DE Shows CHHG HEXT More dest VES HO Med tyre neu CH
3. stor timet RETR Ok More dest VES NO J Hatifu2 none SETUP MEST Destination PHOHE ExT PAGER Pager RETR Ok VXXMMD HDD Ok Show gt CHHG HEXT Hatifu2 raaer CHHG OTHE HEST Hotify 32 none SETUP HEXT 10 11 12 13 14 15 16 17 18 19 20 Enter the time when Off premise Message Notification is to stop This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or Or PH or 2 Press BE or to accept the stop time Press YES or to set up another destination number Press SETUP to set up another destination number Press PAGER or to select a pager number destination Enter the destination pager number and press OE or J Press OF or to accept the destination pager number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or amp Press HEXT or to accept the default pager message represented by xxxx The default pager message sent by CallPilot is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you Or press CHHG or 1 to change the pager message The combined limit is 30 characters for the pager phone number and the pager message The display shows that the second destination is a pager Press HEXT or
4. To change the time range or type of message parameters 1 Press eJ Follow the voice prompts or the display button options on your telephone to open the skillset mailbox Contact Center Set Up and Operation Guide 96 Chapter 7 Off premise Message Notification 2 If you use the CallPilot interface Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface Press AGMIH or 6 Press 6 to open the Off premise Message Notification menu e Go to step 3 Msg notify 3 Press BDHIH or 1_ to set up Off premise Message Notification BDHIM SELECT HotifuiGO 4 Press HEXT EHE NEST If you want to change the destination type refer to To change the destination type on page 95 for the appropriate procedure More dest 5 Press HO or to continue YES HO Startitstart time 6 Press CHHG or 1 J to change the start time CHHG HERT r press HEST or to accept the start time SLorssbor time 7 Press CHHG or 1 to change the stop time CHHG HERT or press HEST or f to accept the stop time Meg ture neu 8 Press CHHG or 1 to change the message type to urgent EB o Press OK or to accept the new default message You can choose to be notified of all new messages or urgent messages only Change the message type to urgent to be notified only when the skillset m
5. Playing skillset mailbox messages Norstar Voice Mail Option Button Available Available Description while after playing playing End of Goes to the end of the message Message or vd gt gt gt gt gt gt Envelope Plays the information in the message envelope Envelope Z information includes the date and time the message was sent and if the message is internal the directory name of the sender Erase Deletes the message currently playing If no messages or Ya are playing deletes the last message played Deleted messages remain in the skillset mailbox until the session ERASE ends Refer to Notes 1 and 2 on page 80 Forward Advances the message nine seconds and continues r playing from that point A message can be forwarded as many times as required gt gt gt Next 6J Plays the next message in the skillset mailbox If you use or T v this while a message is playing it stops playing the current message and plays the next message in the skillset mailbox Pause Temporarily stops a message When you stop the Continue WA message you can play the previous message continue playing the current message or skip to the next message STOR PLAY Previous Stops playing the current message and plays the previous 2 P message Quit Stops playing the message and plays the Mailbox main V menu options Replay Replays the message from the beginning or v lt lt lt lt lt lt Repla
6. Auto Attendant Change Auto Attendant Change Auto Attendant Change Change Change Change Change Change Change Change Change Change Auto Attendant Auto Attendant Contact Center Contact Center Contact Center Contact Center Contact Center No No aN oanrwn COM Q Q wu ww w 3 Click the Change link for the line you want to assign to a skillset The Line Properties page appears Line Properties Line Number 11 Answer Mode Contact Center Table Skillset Number 1 Number of Rings 0 v Submit Cancel N0060620 Chapter 12 Line administration 157 7 From the Answer Mode list box select Contact Center In the Table Skillset Number box type the number of the skillset you want to answer this line From the Number of rings box select the number of rings before Contact Center answers You must select a number from 0 to 12 Click the Submit button To configure several lines o0 A Start CallPilot Manager Click the Auto Attendant heading Click the Change Many Lines link The Change Many Lines page appears Change Many Lines Line Range 1 492 From To Answer Mode None Table Skillset Number E Number of Rings 0 M Submit Cancel In the From box type the number of the first line to add In the To box type the number of the last line to add From the Answer Mode list box select Contact Center In the Table Skillset Number box type the number of
7. From the Greeting ID list select the greeting you want to use for this EWT Click the Submit button The EWT Greeting Table page appears At the bottom of the table click the Change link for After all times above The After all times above page appears From the Greeting ID list select the greeting you want to use if the EWT exceeds the configured wait time intervals Note The after all the times above value is mandatory You must enter a value for the greeting that plays if the EWT exceeds the configured wait time intervals Click the Submit button The EWT Greeting Tables page appears Click the Close button The EWT Greeting Tables page appears To enter a caption for the table click the Add Caption link The EWT Table Caption page appears Contact Center Set Up and Operation Guide 130 Chapter 10 Setting up Routing Tables 13 14 In the EWT Table box type a descriptive name for the table for example Peak Hours The caption can be a maximum of 30 characters Note If you want to change the Greeting Caption click the Change Caption link and gt make your changes Click the Submit button You can now use this EWT Table in a Greeting step of a Day or Night routing table For how to do this refer to Adding a Greeting step on page 133 To delete an EWT Table Before you can delete an EWT Table that is used by a routing table you must disable the skillset that uses the EWT Table If you wa
8. to end the session AGM IH SELECT To change the destination from phone or extension to pager 1 2 Meg notify 3 HDMIM SELECT Motif ice CHHG HET Destination 5 FH HE ExT PHGER Press 9 6 Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Gotostep3 If you use the Norstar Voice Mail interface Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Gotostep3 Press HDHIH or to change Off premise Message Notification The displays show a review of the first destination type and destination number Press CHHG or to change the destination type and the destination number x represents the type of destination phone or extension Press PAGER or to choose a pager number destination N0060620 Chapter 7 Off premise Message Notification 101 Pager 6 RETRY OE lt x 7 HDD Ok Shows CHHG HET Hot ifi pager CHHG HEXT More dest VES Ho Med tret neu CHHG OK Med notify ADMIN SELECT 10 11 12 Enter the pager number and press OK or to continue Press OK or to accept the destination pager number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to
9. 7 Jsession appears on a Prompted agent s telephone when a call ends The session is active until e the agent enters an Activity Code or if the agent does not enter an Activity Code until e the agent releases the session by pressing the Release or the Feature button e the active peg period ends If Contact Center detects that a call ended and the agent did not enter Activity Codes Contact Center starts a Prompted Activity Code session on the agent s telephone If the agent does not enter an Activity Code at this point for example if the agent releases the session Contact Center records the No Peg Activity Code This is a System Activity Code that is explained in System Activity Codes on page 187 Note If an agent logs out of all skillsets Contact Center does not start a Prompted Activity Code session If the active peg period ends with the agent logging out Contact Center does not start a e JQ J O 7 session Contact Center records the No Peg Activity Code instead Optional The only difference between Optional and Prompted is that if Activity Codes are Optional a 9 0 7 session does not automatically start on an agent s telephone when they end a call N0060620 Chapter 15 Activity Codes 185 Examples of Activity Code calls During an active call each time an agent enters an Activity Code the time up to that point is recorded with the Activity Code entered The start time is either when
10. Contact Center Set Up and Operation Guide BCM 4 0 CallPilot Document Status Standard Document Version 02 Part Code N0060620 Date June 2006 NORTEL Copyright 2006 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 Task List GORNO c Mam Lm 15 About setting up Contact Center 000 eee 25 To enable a keycode for Business Communications Manager ssesssss 26 To start CallPilot Manager on Business Communications Manager 27 To check which mailbox interface you UB isssiisiccsiseiirisnssoirainisnuarsicesssersiinnesornacni nmns 32 Using Feature Codes isrrssresriseretiresirikprsry eri rures 33 To determing the Feature OBERE rena Eit due ida pp CR PADRE ES Eb LER EL Re 33 Topiodgrem a MEMO BUSH oi
11. Message Waiting Indication extension The Message Waiting Indication extension is an optional phone number that indicates that a skillset mailbox has messages waiting The MWI extension that you assign shows Message for you on the telephone display when there are new messages in the skillset mailbox The MWI DN defaults to None If you forget the MWI extensions for a skillset mailbox you can view the MWI extensions by using the procedure Determining a skillset mailbox number on page 65 Note If you plan to use Attendant Extension you must enter an MWI DN You can use MWI DN without an attendant extension but you cannot configure an attendant extension without an MWI DN The MWI DN must be a different number than the attendant extension Method Method of Call Distribution The method of call distribution determines to which of several available agents to route the call There are two methods of call distribution Least Busy and Preferred Least Busy routes the call to the agent who has been available the longest Preferred routes the call to the agent with the highest priority best qualified agent is 1 If there are several agents with the highest priority the agent available longest with that priority will be selected The default method of call distribution is Least Busy You can assign agents different priorities depending on the skillsets to which they belong For more information refer to Dynamic Agent Priority on pag
12. This is the Norstar Voice Mail interface Bnew B saved PLAY REC ADMIH Ho messages This is the CallPilot interface COMP MBOX Ex si 3 Press f to end the session N0060620 33 Chapter 3 Using Feature Codes You use Feature Codes to perform Contact Center functions on your telephone Feature Codes Feature Codes are assigned during installation This guide shows the default Feature Codes Contact Center can also use custom Feature Codes If the default Feature Codes are used by another application your system automatically assigns custom Feature Codes If your System Administrator has assigned custom Feature Codes you can use the table Feature Codes on page 234 to record the Custom Feature Codes To determine the Feature Codes 1 Press RJE Loginsouti eg 2 The display shows the name and number of the Log In Log Out HERT Feature Code xx represents a number between 00 and 99 3 Press HEXT Reads Mode F9xx 4 The display shows the name and number of the Ready Mode Feature HEST Code b Press HEXT to see more Feature Codes 6 When the display shows QUIT you have seen all the Feature Codes 7 Press to end the session Contact Center Set Up and Operation Guide 34 Chapter 3 Using Feature Codes Programming a memory button with a Feature Code Each Feature Code can be programmed to a memory button We recommend that you use memory buttons with indicators
13. Agent s skillsets only sends an unanswered help request to only the supervisors assigned to skillsets that the agent is logged on to Enable Caller ID The Enable Caller ID options let you select how you want caller ID information to be displayed on agent telephones N0060620 Chapter 13 Setting up Contact Center general properties 163 Name with number backup displays the caller s name for 3 seconds and then the skillset name If the caller s name is not available the caller s number is shown Number only displays the caller s number for 3 seconds and then the skillset name e None displays the skillset name Setting up general Contact Center properties For information about the general Contact Center properties refer to General Contact Center properties on page 161 To set up the general Contact Center properties 1 Start CallPilot Manager Click the Contact Center heading Click the General Properties link The Contact Center Properties page appears Contact Center Properties C Primary Alert 00 00 mmiss O Secondary Alert 00 00 mms CC Reporting Server Password eeccccce Confirm Password Enable CC Reporting Data Stream MMCC Public Hostname 127 0 0 1 Reserved Channels Supervisor Help Request Timeout 12 seconds Supervisor Help from all skillsets agent s skillsets only Enable Caller ID Name with number backup Number only 9 None 4 T
14. Browse 9 Add More Codes Replace Duplicate Codes Replace All Codes Note During import only the first 16 characters of the Activity Name and the first 50 characters of the Activity Description are stored 3 Inthe Load Activity Code From box enter the path of the file you want to import Or click the Browse button and locate the file 4 Choose the Append option if you want to add the list of Activity Codes to your existing Activity Codes and select the Replace Duplicate Codes check box if you want to replace any duplicates in the Activity Code table with the new values in your list Or choose the Replace All Codes option if you want to replace your table of Activity Codes with the new list 5 Click the Submit button If you chose to replace all codes a message appears that asks you to confirm that you want to replace all the Activity Codes in the table Click the Yes button Communicating Activity Codes to supervisors and agents You can print the Activity Code table screen and distribute it to supervisors and agents in your Contact Center Then they will know which Activity Codes your Contact Center uses and how to enter them When you make any changes to your Activity Codes be sure to communicate the changes to the agents and supervisors N0060620 Chapter 15 Activity Codes 197 Assigning Activity Code settings to agents and skillsets By default agents and skillsets have Optional prompting for A
15. Click the Change link for the rule you want to change The Match Rule Setup page appears Make the changes you require to the Match String or Action Click the Submit button The Match Table page appears with the changed rule Click the Close button to return to the Caller Input Rules Tables page or repeat steps 5 through 7 to change another rule N0060620 Chapter 11 Creating Caller Input Rules 153 Deleting a Caller Input rule You can delete a Caller Input rule at any time To delete a Caller Input rule 1 Start CallPilot Manager Click the Contact Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Click the Rules link for the table with the rule you want to delete The Match Table page appears Click the Delete link for the rule you want to delete A message appears that asks you to confirm the deletion Click the OK button The rule is deleted from the Match Table list Click the Close button to return to the Caller Input Rules Tables page Clearing a Caller Input Rule Table If you clear a Caller Input Rule Table you delete all the rules and rule length information from the table To clear a Caller Input Rule Table 1 Start CallPilot Manager Click the Contact Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Click the Clear link for the table you want to clear A message appears that asks you to confi
16. Creating Caller Input Rules Leere 147 The create a Caller mpu UIE e 147 N0060620 Task List 5 To change the rule length for a Caller Input Table ccccccccsssseeeeesssseeeessssneeeeess 152 To changea Caller MEOE RUG iraran agar ih becca ed i kp trek poe EUR ab ca PP EPIS E CRHb ia 152 To d letea Callar MpPut TUE fe Mm 153 To clear a Caller Input Rules TablB eiiim eee raster d adc FER rasa rto ay 153 LING AGMINISUANON isses kk hh RARERRARRRRAROROREAROAK OA RAO AO KCAR ARRA e RCRR 155 To set ihe Answer Lines Satis ertet prt nga en Pria An ioia ha aiiai 155 ToC UNS C aoa 156 Te congue Several MGS ETE TIS TS 157 Setting up Contact Center general properties 159 To assign the Contact Center angeWaile uei ueni machi eer Ernte OREL Feet Fee E T puE FERREA 160 To set up the general Contact Center properties sssssesseseeeneee 163 To generate the System Configuration Report 167 Monitoring Contact Center call activity esee 169 To set up Silent Monitor on Business Communications Manager 170 To log anand monitor agent mm T 171 Wee NATO n a 176 Te Chahge your Supervisor password ieu sisstimaarsanresies ine adei aides 177 Activity Codes 25cona 250 2 o P ee stniki arino raer nee 183 Te pedis an Activity C Odes eiii epis a oae e EAN 193 Torchange an AGI Coent a a e a eea LLL des 194 Te d
17. This display shows the Hame command line prompt RETRY BESP Ok P When you begin to enter the last name the Hame command line m PE Rt VERI prompt disappears For example if you enter the name Partridge you press for P and the display drops the Hame prompt FRETRIDGE Although the name is only nine characters long the command line BEEN ob prompt is not shown on the display after you enter the entire name The prompt disappears for these command line prompts Name e Log e Dest ph Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word is in a special font in the top Pswd Command line prompts on display telephones line of the display Underlined word in capital letters FLAY Display option Available on two line display shows bottom line of a two line telephones Press the button directly below the display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option N0060620 Chapter 2 About setting up Contact Center 31 About telephone buttons This table shows the Business Series Terminal buttons Use the buttons that pertain to the type of telephone you use M7100 M7208 M7310 M7100N M7208N Button name T7
18. day to day performance of your Contact Center Using CallPilot call routing with Contact Center CallPilot is a versatile business communications tool that you can use to answer incoming calls e offer callers a selection of options to route their calls or access information e provide advanced voicemail Auto Attendant and call handling capabilities CallPilot has two powerful call routing features Auto Attendant AA and Custom Call Routing CCR These features route incoming calls to telephones and voice mailboxes You can also use these features to route calls to Contact Center skillsets Contact Center Set Up and Operation Guide 20 Chapter 1 Getting started Auto Attendant The Auto Attendant answers incoming calls and presents callers with a greeting After the greeting the Auto Attendant Menu offers callers a range of options that they can select using the dialpad of their telephone Using these options callers can transfer themselves from the Auto Attendant to a skillset by entering the Control DN of the skillset Note Include the number of the Control DN in your Auto Attendant Greeting For information about how to configure the Auto Attendant refer to the CallPilot Set Up and Operation Guide Custom Call Routing CCR With CCR you can replace the Auto Attendant menu with an expanded menu that can include several sub menus to offer callers a wider range of options You can give callers access to
19. it can appear only at the end of a match string it cannot be the only character in a match string Some examples of using wildcard characters in the match string 111148 Matches all account numbers 111100 to 111199 THHBHBHHHHE Matches a credit card number with the correct number of digits Matches all valid input greater than 1 character N0060620 Chapter 11 Creating Caller Input Rules 151 An example of using Intelligent Caller Routing Advanced The contact center of Bridgestone Computers uses Intelligent Caller Routing Advanced and Caller Input Rules to give some callers access to a special service line Bridgestone Computers uses Professional Contact Center which gives them Intelligent Caller Routing Advanced functionality Customers who purchase equipment that is under warranty have an eight digit personal identification number When they call Bridgestone Computers service line and enter their personal identification number their call receives priority handling in the contact center Here is how their call is handled 1 The caller hears the greeting for the service line which includes If you have a personal identification number please enter it now followed by the key The caller enters their personal identification number If the caller enters their number incorrectly the greeting can be repeated as many as three times which is the number of retries the Contact Center Administrato
20. rules you create to overflow change the priority of and move calls to multiple skillsets a skillset mailbox an internal or external number a mailbox the Auto Attendant or an operator Available Intelligent CLID DNIS Routing Overflow rules per skillset 1000 rules 20 Overflow skillsets Default 0 maximum 49 Service Mode you specify the start and end times for the day and night skillset for Available each day of the week Limited Feature 983 telephone Available administration CallPilot Manager Available Reporting for Contact Center Available Must be enabled with keycode Expected Wait Time 20 tables Activity Codes 2 000 entries Reporting for Contact Center must be enabled to configure Activity Codes Multimedia Contact Center Available Must be enabled with keycode Contact Center Set Up and Operation Guide 18 Chapter 1 Getting started Contact Center features Contact Center has many features that give your Contact Center advanced and flexible call handling Intelligent Routing Intelligent Routing gives you advanced methods for routing calls through your Contact Center How calls are directed is based on various input conditions Intelligent CLID DNIS Routing routes calls according to CLID ANI DNIS ISDN Calling Number e is applied when calls first enter the Contact Center Intelligent Caller Input Routing Basic isthe abi
21. 2 About setting up Contact Center System timeout A CallPilot Manager session times out after 10 minutes of inactivity This is a security feature that prevents unauthorized access to the system If your session times out the login page appears and a message that says that the session has expired You must log on to continue programming Contact Center If the system times out while you are working on a page any settings that you have not entered on the system by pressing the Submit button are not entered Contact Center access If you use a Business Communications Manager system there is no dedicated or default CallPilot or Contact Center Administrator user ID and password For Business Communications Manager you can create users with CallPilot and Contact Center rights in Element Manager You can also change the users passwords in Element Manager All settings under the Contact Center heading in CallPilot Manager are available once you have set up Contact Center access in Element Manager For more information refer to the Business Communications Manager Administration Guide Contact Center Mailbox Administration Please choose a Contact Center option 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 Activity Codes Customize MMCC F
22. 4554 CRT PERRA wee TREE REAL ES eS YR ERE REX 52 Setting up CLID DMIS Routing sssssusse ke E EROREORY URGERE ARORRX UR UR RORROR ea eee x 52 Examples of using CLID DNIS Routing ieleeslesesllllslse 52 CLID DNIS Routing Table properties 0 000 cee 54 Changing a CLIDIDMIS BOUES iussus tears idence RF RO RR RR RURSUS S 56 Assigning an agent to a skillegE 242 cea cc le aa hy rw RES RV ER en 57 Dynamic Agent NOY oo eia S oaa erkinin messa kr eda edes ERE dore Ni 57 Changing an agent s priority in a skillset llle 59 Unassigning an agent from a skillset llle 60 Aie siente Ys SIGE duas sca dob deer RC SO E RR FR Ra p Ac E 60 Enabling a Skillset DUET 61 LHSSDHHOES SISSE cuc ote acs cid qdas pad aig a oe anes Cox aie cipis 61 Unconigurng a Sh 0cncnneeny 3E AUR eee na Shee WERLR RR RUE QACROR aD CE AUE 4 63 Chapter 6 Setting up skillset mailboxes 0 200 e cece eee eee 65 About skillset Mailboxes jis hae oe kee eee b Bee eR Ro Se eee oe ener eae sn 65 Determining a skillset mailbox number 2 00 e eee eee ee 65 Irtaltzing s Skillset mailbox lt 2c 5 sc004eierd deere areres ewan eevagare esas 66 Op nmnga skillset MADOX TI Pp eee ee A 68 Opening a skillset mailbox remotely llus 68 Skillset mallbax passWOld sani iesic ese dvedss dea ec RR PY RREX4TreEYERREG ces 69 Changing a skillset mailbox password 0 000 cece eee eee eens 69 Resetting a skillset mailbox pass
23. 6 through 8 Press YES or if you want to set up another destination number or press HO or if you do not want to set up another destination number Contact Center Set Up and Operation Guide 98 Chapter 7 Off premise Message Notification Start start Lime 10 Press CHHG or 1 to change the start time CHHG HEST of press HEST or amp to accept the start time Storitstor time 11 Press CHHG or 1 to change the stop time CHHG HEST or press HEST or amp to accept the stop time Ms tape imewn 12 If you want to change message notification CHNG Ok press CHHG or 1 if you want to be notified only when the skillset mailbox receives an urgent message Press OK or Meo notifs 13 Press to end the session ACMI SELECT N0060620 Chapter 7 Off premise Message Notification 99 To change the destination from pager to phone or extension Med notify ADMIN SELECT HaodifeirPader CHHG m Destination FH HE ExT TXXXXDI RETRY Ok Hobifyics gt CHHG HET Hore dest VES HO Press JQ 8 1 J Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH
24. Applies only if the Reply feature is enabled You can reply to an outside caller by dialing them back if your company subscribes to Caller ID CLID service For further information about replying to an outside caller refer to Replying to an external caller on page 83 To play skillset mailbox messages CallPilot Use this procedure if you use the CallPilot interface Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox Ho messages MED COMP EX 1 A voice prompt announces the number of new and saved messages that you have You can play any message that you want to listen to Press to play the current message For other message commands refer to the table Playing skillset mailbox messages CallPilot Press to end the session N0060620 Chapter 6 Setting up skillset mailboxes 81 The table Playing skillset mailbox messages CallPilot shows the message options that are available to you during and after playing messages Playing skillset mailbox messages CallPilot Available during and after Option Button playing Description Skip Back Tq Rewinds the message five seconds and resumes playing it at that point Skip 3 Advances the message five seconds and continues playing from that Forward v point Previous a Stops playing the current message and plays
25. Change Change 0 0 0 0 0 0 0 0 Contact Center Set Up and Operation Guide 208 Chapter 17 Examples of Contact Center configurations Skillset 1 Properties Name Sales MWI DN 333 Method Least busy Attendant Ext 222 Use previous calls to 10 calculate EWT EWT increase allowed Enabled Initial call duration 00 03 00 Activity Code entry type Prompted Agents 1 2 8 4 15 16 17 18 and 19 Routing Tables Day Routing Table Day Routing Table steps Skillset 1 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information 1 Greeting 1 Advanced Caller Input Table 1 2 Distribute 00 50 Step Information Commands 3 Greeting 8 Greeting 1 Normal Transfer Insert Modify Delete 4 Distribute 00 50 Distribute For 00 50 Insert Modify Delete 5 EWT Table 1 Greeting 8 Normal No Transfer Insert Modify Delete Basic Caller Input Distribute For 00 50 Insert Modify Delete 9 Transfer to skillset mailbox BAT Greeting 1 Normal Transfer Insert Modify Delete Greeting 1 Normal No Transfer Insert Modify Delete 6 Distribute 00 50 Greeting 9 Normal No Transfer Insert Modify Delete 7 Greeting 9 Distribute For 01 20 Insert Modify Delete 8 Distribute 01 20 Greeting 7 Normal Transfer Insert Modify Delete 9 Greeting 7 Basic Caller Input 9 Transfer to skillset mailbox 10 Go to step 2 d 2 3 4 5 6 7 8 9 10 Got
26. Greeting options 4 Press REC or 1 J REC CHOOSE CFWD Greeting b Press PRIME or to record the Primary greeting PRIME ALT PERS Or press ALT or to record the Alternate greeting If you are changing a greeting the current greeting starts to play Hot recorded 6 If this is the first time you are recording a greeting this display appears briefly Record now 7 Press VES or and record your greeting at the tone YES HO AUTT Record greeting 8 Press OF or to end the recording RETRY OK Accert greeting 9 Press OK or to accept the recording RETRY PLAY Ok or press PLAY or to listen to the greeting or press RETE or to rerecord the greeting 10 Press to end the session N0060620 Chapter 6 Setting up skillset mailboxes 73 Choosing a Primary or Alternate skillset mailbox greeting If you record a Primary and an Alternate skillset mailbox greeting you must choose which greeting plays You can change the selection at any time and as often as needed If you do not choose a greeting the Primary skillset mailbox greeting plays If you choose the Alternate mailbox greeting you must set whether the mailbox accepts messages If you choose Yes the skillset mailbox receives messages in the normal way If you choose No messages cannot be left in the skillset mailbox e the Alternate mailbox greeting takes precedence over all other greetings e ifa caller presses a button to fas
27. Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface Press AGMIN or Press GREET or e Go to step 4 Greeting options 4 Press REC or fi REC CHOOSE CFWD j Greeting 5 Press PERS or 3 to record a Personalized greeting PRIME ALT PERS Greeting 6 Enter a Personalized greeting number of 1 2 or 3 RETRY DK Ph 7 Press CHNG or 1 J CHHG DK Ph 8 Enter the phone number maximum 10 digits that you are RETRY Ok assigning the Personalized mailbox greeting to Press OF or to accept the phone number Record Greeting 9 Lift your handset RETRY Ok At the tone record your greeting Press OF or to end the recording Contact Center Set Up and Operation Guide 76 Chapter 6 Setting up skillset mailboxes Accert greeting 10 Press OK or to accept the greeting RETRY PLAY Bk or press PLAY or 1 to listen to the greeting Or press RETE or to re record the greeting 11 Press to end the session N0060620 Chapter 6 Setting up skillset mailboxes 77 Deleting a Personalized skillset mailbox greeting If you no longer need a Personalized mailbox greeting you can delete it To delete a Personalized mailbox greeting 1 Press PBJ Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Greetin
28. Mailbox 222 Insert Modify Delete Move End Insert Close 5 Click the Insert link for Rule 1 The Overflow Rule page appears Overflow Rule Skillset 1 Service Mode Day v CO Timer 00 00 mm ss CO Agents Not Logged In Action O Send to Skillset Mailbox Overflow to Skillset Specify O Transfer to Extension O Transfer to Mailbox O Transfer to External Outdial Method Line Line Paol O Transfer to Auto Attendant None v Greeting Table Select None for default 44 prompt O Transfer to Operator O Change Call Priority Only New Call Priority No Change 6 From the Service Mode list box select Day Night or 24 Hour 7 Select the Timer check box if you want Intelligent Overflow Routing to time how long the call waits and enter the time that a call waits in the skillset before it goes to the destination that you specify 8 Select the Agents Not Logged In check box to if you want Intelligent Overflow Routing to check whether there are agents logged on to the skillset Or N0060620 Chapter 9 Setting up Intelligent Routing 121 do not select the Agents Not Logged In check box and Intelligent Overflow Routing does not check to see if agents are logged on to the skillset 9 At the Action option select the destination for calls to send the call to another skillset select Move to Skillset and from the list box select the skillset you want to move to call to If you also want to change
29. Message Notification is to stop RETRY This is a four digit field Any single digit hour and minute must be preceded by a zero stor time 11 Press BH or RETRY Hh FH Or PM or 2 J stor time 12 Press BK or 4 J to accept the stop time RETRY OF Hore dest 13 Press VES or 1 J if you want to set up another destination number Veo YES HO ix press HO or if you do not want to set up another destination number Starticstart time 14 Press HEXT or f to accept the start time that you entered CHHG HERT or press CHHG or 1 to change the start time Storistor time 15 Press HEYT or to accept the stop time that you entered CHHG HEAT or press CHHG or 1 to change the stop time Hed ture neu 16 Press GK or if you want to be notified when you the skillset EUG Lus mailbox receives a new message Or press CHHG or 1 if you want to be notified only when the skillset mailbox receives an urgent message Msg notify 17 Press to end the session HDMIM SELECT About setting up Off premise Message Notification to a pager number Example of a destination pager number If you are assigning a pager destination number from behind a PBX remember to insert a P depending on your system before the to access an outside line There is a combined limit of 30 characters for the pager phone number and the pager message For example to reach your pager enter HI 4J2J EJ EJS HJeJ8j 4 HB
30. Mode list box select Silent In the Number of SM sets box enter the number of sets you want as supervisory telephones In the SM Password box enter a six digit password Log off Element Manager Note If the Silent Monitor setting is set to non silent you hear a conference tone at the start of calls that you monitor therefore monitoring isn t silent Note In the UK the default for Silent Monitor is non silent In North America the default is silent N0060620 Chapter 14 Monitoring Contact Center call activity 171 Using Silent Monitor with Answer DN If you have an Answer DN programmed for your main telephone and you are using Silent Monitor from your main telephone the telephone that you have programmed as your Answer DN telephone rings briefly when you monitor an agent who is not on a call and the agent answers or places a call you start to monitor an agent who is on an active call you monitor an agent who puts a call on hold and answers another call or unholds the original call Monitoring tips More than one supervisor can log on to the same skillset An agent can be monitored by only one supervisor at a time While you are on a call do not initiate a monitoring session You must use a two line display telephone Use a headset rather than handsfree when you monitor calls This ensures call privacy and reduces the office noise level Check the documentation for your telephone to make sure that you c
31. Routing Table or the Auto Service Mode when your business returns to regular hours Example of a Day Routing Table To set up the routing table steps is shown in Example of Day Routing Table steps follow the procedure To set up the Day Routing Table example Example of Day Routing Table steps Step number Type of step Step parameters 1 Greeting Greeting 1 information greeting Forced Transfer none enabled 2 Distribute for 1 00 one minute 3 Greeting Greeting 2 general company greeting Not forced play Intelligent Call Input Routing Basic with defaults 4 Distribute for Accept default distribute for 00 30 thirty seconds 5 Greeting Greeting 3 please wait greeting Not forced play Intelligent Call Input Routing Basic with operator default 6 Goto Routing Table step 2 To set up the Day Routing Table example 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List link appears 4 Click the Day link for Skillset 1 The Day Routing Table page appears 5 Click the Insert link The Routing Step page appears Greeting 1 is assigned by default Select the Forced Play check box At the Intelligent Caller Input Routing option select None N0060620 Chapter 10 Setting up Routing Tables 143 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 Click the Submit butt
32. Set Up and Operation Guide 220 Chapter 17 Examples of Contact Center configurations Routing Tables Day Routing Table Skillset 5 This routing table guarantees fax delivery to the skillset malbox more information Step Information Commands 1l Greeting 148 Forced No Transfer Insert Modify Delete Distribute For 01 30 Insert Modify Delete Greeting 149 Normal No Transfer Insert Modify Delete Distribute For 01 30 Insert Modify Delete Greeting 150 Normal No Transfer Insert Modify Delete Goto Step 2 Insert Modify Delete Insert Close Night Routing Table Skillset 5 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Step Information Commands 1 Transfer to Extension 233 Insert Modify Delete End Insert Close Day Routing Table steps 1 Greeting 148 Forced Greeting 2 Distribute 01 30 3 Greeting 149 4 Distribute 01 30 5 Greeting 150 6 Go to step 2 Night Routing Table steps 1 Transfer to extension N0060620 Chapter 17 Examples of Contact Center configurations 221 Service Mode Skillset Service Mode Skillset 24 hr Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format Monday E 08 00 20 00 Service Tuesday L1 08 00 Wednesday 00 Thursday Friday Saturday 10 0 Sunday 10 0 Overflow Overflow Rule Table Skillset 5 Rule Mode Condit
33. The Contact Center Administrator creates two rules In the first rule the Contact Center Administrator e selects the 24 Hour service mode Selects the Agents not logged in check box e selects Move to Skillset as the action e selects skillset 2 In the second rule the Contact Center Administrator e selects the 24 Hour service mode N0060620 Chapter 9 Setting up Intelligent Routing 117 sets the timer to 2 minutes and 30 seconds e selects the skillset mailbox as the action Mode Conditions Action Explanation 24 Hour No Agents Move to Skillset 2 The call moves to skillset 2 if no agents are logged z on If agents are logged on and the call is not 24 Hour 02 30 Skillset Mailbox answered within 2 minutes and 30 seconds the call transfers to the skillset mailbox Example 5 In this example calls to the contact center go to skillset 1 which is the company s help line If the call is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1 the call overflows to skillset 2 which is the service department If the call is not answered within an additional two minutes the call transfers to the skillset mailbox where the caller can leave a message The Contact Center Administrator creates two rules In the first rule the Contact Center Administrator selects the Day service mode e sets the timer to 2 minutes and 30 seconds e selects the
34. You can assign a different dialpad button by selecting a number from the list box Select the Operator check box if you want callers to be able to transfer to the Operator By default callers press 0 to transfer to the Operator You can assign a different dialpad button by selecting a number from the list box Select the Skillset Mailbox check box if you want callers to be able to transfer to the skillset mailbox By default callers press 9 to transfer to the skillset mailbox You can assign a different dialpad button by selecting a number from the list box N0060620 Chapter 10 Setting up Routing Tables 135 Select the CCR check box if you want callers to be able to transfer to a CCR Tree By default callers press to transfer to a CCR Tree You can assign a different dialpad button by selecting a number from the list box From the Tree list box select the CCR Tree you want callers to transfer to Note You or the System Administrator must set up a CCR Tree before you can select it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation Guide e Select Advanced if you want callers to be able to enter multiple digits such as a passcode or a credit card number Advanced is available only if you use Contact Center Professional Select the Advanced parameters From the Retries list box select the a number between 0 and 5 The default is 2 This is the number of times
35. a Data Entry step repeats itself on a caller entry error From the Caller Input Rules Table list box select a table This is the rules table used for processing this route step You must have created rules in the Caller Input Rules Table For more information refer to To create a Caller Input Rule on page 147 9 Click the Submit button The Greeting step appears in the Routing Table list 10 Click the Close button to return to the Skillset list Adding a Distribute for step Distribute for steps put callers on hold while they wait for an agent To add a Distribute for step 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Day or the Night link for the skillset you want to add a distribution step to The Day or Night Routing Table page appears for the skillset Click the Insert link for the step you want to add a Distribute for step to The Routing Step page appears Click the Distribute for option In the Distribute for box enter the longest time in minutes and seconds that callers can wait on hold in this step Click the Submit button The Distribute For step appears in the Routing Table list Contact Center Set Up and Operation Guide 136 Chapter 10 Setting up Routing Tables 9 Click the Close button to return to the Skillset list Adding a Goto step Goto steps send a caller to another step in the routing ta
36. agent cancelling it with F908 e The agent logs out of all skillsets with F904 e The agent takes another call e The agent makes a held call active If the agent has multiple calls at the end of the active call they can enter Activity Codes for the call at any time up until they take a held call off hold Note Any time that a call spends on hold is included in the Activity Code time If the agent s Break Time is zero the active peg period ends when the call disconnects Contact Center Set Up and Operation Guide 184 Chapter 15 Activity Codes Agents have the option of pressing Le 9 0 Z to enter an Activity Code from the time the call starts until the end of the active peg period Agents can enter Ce J P 0 7 any number of times during the active peg period to record activities for the same call Agents can enter a maximum of 5 Activity Codes per e QJ 0 7 session The talk time is associated with all the activities entered Agents have one final Ce J Q 0 7 session after the call ends Each time an agent enters an Activity Code Contact Center increases by one the number for that activity For example if the agent presses P 0 7 three times during a call and enters Activity Code 1 the first time Activity Code 2 the second time and Activity 1 the third time the the count for Activity Code 1 is 2 Prompted A Ce Je 0
37. agents The default value is 10 For more information about method of call distribution refer to Method on page 48 To assign an agent to a skillset 1 Start CallPilot Manager 2 Click the Contact Center heading Contact Center Set Up and Operation Guide 58 Chapter 5 Setting up skillsets 3 Click the Skillset List link The Skillset List page appears Skillset List Skillset Name Status Commands d Sales Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure 2 Products Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure a Help Disabled Properties Agents Day Night Service Mode Overflow Enable LInconfiqure 4 Service Disabled Properties Agents Day Night Service Mode Overflow Enable LInconfiqure 4 Click the Agents link for the skillset that you want to add agents to The skillset must be configured before the Agents link appears The Assigned Agents page appears 5 Click the Assign button The Assign Agents page appears with the available agents displayed Assign Agents Skillset 4 Assign Armstrong Lawrence Richards Priority 10 v Click the Assign check box for each agent that you want to add to the skillset From the Priority list box select the Priority of the agent 1 is the highest priority 8 Click the Submit button The agent you selected appears on to the Assigned Agents page If you want to assign another agent to this skillset follow steps 5
38. and a message appears on the supervisor s display to accept or deny the call As soon as the supervisor accepts the request Contact Center starts a Silent Monitor session between the supervisor and the agent If the supervisor denies or ignores a help request the request is escalated The Ce 9 0 6 indicator flashes quickly on the sets of all supervisors who are notified of the escalated request Active escalated requests take precedence over missed requests so the Supervisor Help LCD indicator does not flash slowly if there are active requests that have not been accepted An escalated request goes to supervisors as follows No supervisors are available the request escalates to all potential supervisors If escalation is system wide a potential supervisor is any logged on supervisor If escalation is skillset based a potential supervisor is one who is logged onto the requesting agent s skillsets The request is denied by the the request escalates to all potential supervisors except for the selected selected supervisor supervisor unless the selected supervisor is the only potential supervisor The request is ignored the request escalates to all potential supervisors N0060620 Chapter 14 Monitoring Contact Center call activity 179 Agents can request Supervisor Help only if they are on an active Contact Center call They cannot use Supervisor Help if they are not logged in not ready i
39. another skillset Intelligent Caller Input Routing Advanced parameters e Retries is 0 5 default is 2 This is the number of times a Data Entry step repeats itself on a caller entry error e Number of Caller Input Rule tables is equal to the number of available skillsets No Intelligent Caller In Routing put While the greeting plays callers cannot press a dialpad button to transfer their call Contact Center ignores buttons pressed on the dialpad The greeting plays without interruption This is the default setting At the end of the greeting the caller goes to the next routing step If there is no next step the call ends Adding a Greeting step Greeting steps play a message to waiting callers To add a Greeting step 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillsets List page appears Skillset List Skillset Name 1 Sales 2 Products 3 Help 4 Service CDN 232 233 234 235 Status Commands Disabled Properties Agents Day Might Service Mode Overflow Enable LInconfiqure Disabled Properties Agents Day Might Service Mode Overflow Enable Unconfiqure Disabled Properties Agents Day Might Service Mode Overflow Enable Uncontiqure Disabled Properties Agents Day Might Service Mode Overflow Enable Uncontiqure Contact Center Set Up and Operation Guide 134 Chapter 10 Setting up Routing Tables 4 Click the Day or the Night link for t
40. bane eek ERA V GREASE de dp DER 156 Chapter 13 Setting up Contact Center general properties 159 Assigning the Contact Center language lesse less 159 General Contact Center properties 0 00 00 c cee eee 161 Primary and Secondary alert times 0000 c eee eee 161 MMCC Public HOSIN ING uisus leere ceme m R3 xSORERRERREES URS RAE I ES 161 Reserved Onannele eos iy hon ee tv aaa S a cba edid pae ipu eo aint 162 Contact Center Reporting properties Address llli 162 Supervisor Help Request Timeout 0 00 cee lere 162 Selection Method Supervisor Help From 2 2002 cee ee eeeeae 162 Enable Caller D 2 ccccc canst aeee cider iene dane ORA RR E eR RR b ce 162 Setting up general Contact Center properties llle 163 System Configuration Repot sioe dr APER RET RERSYRESTGXEARP PERRA RE 164 N0060620 Contents 11 Chapter 14 Monitoring Contact Center call activity 0 0 eee eee 169 Montong cal acli su ae oe areas inne Bag ace EAE NC ROI De a eden o o RUE 169 Monitoring agent calls with Silent Monitor liliis 169 Setting up Silent Monitor on your system 00 000 cee eee eee 170 Using Silent Monitor with Answer DN 000 0c 171 Monitoring UPS aus suacocue e ek 9 ex krri ie Wa REESE XEE T Ed REA E 171 Logging on and monitoring agent calls lille 171 An agent requests help while you are in a monitoring sessi
41. change the priority of the call select Change Call Priority Only and from the New Call Priority list box select a priority from 1 20 for the call Click the Submit button N0060620 Chapter 5 Setting up skillsets 57 To delete a CLID DNIS Route Start CallPilot Manager Click the Contact Center heading Click the CLID DNIS Routing Table link The Intelligent CLID DNIS Routing page appears 4 Click the Delete link for the route you want to delete The routing is removed from the CLID DNIS Routing Table Assigning an agent to a skillset You can assign an agent to one or more skillsets Each agent is responsible for answering calls for the skillsets they are assigned to Note Before you can add an agent to a skillset the skillset must be disabled For how to disable a skillset see Disabling a skillset on page 61 Dynamic Agent Priority Agents can have different priorities depending on the skillset to which they are logged on For example when an agent is a member of the English skillset their priority can be 1 because they are fluent in English The same agent can have a priority of 3 when they are logged on to the Spanish skillset and a priority of 6 when they are logged on to the German skillset If the method of call distribution for the skillset is Preferred the agent with the highest priority receives the call The agent priority ranges from 1 to 20 1 is the highest agent priority for the most qualified
42. copias nik qas rh rtt nd Id da s qkn n inaina 109 To export a previously recorded greeting eet rr ren een rr npe 111 Setting up Intelligent Routing eee eee eee 113 To assign Intelligent Overflow ROUTING ise rnit innt rmn itor aknne n ta annuas 119 To move an Intelligent Overflow rule iere erre ttn nenne ki ne renun 122 To modify an Intelligent Overflow Pula iscaisceccssniasacsiedadioueasbedssanberbiassasscnbedascerie 122 Setting up Routing Tables 00 cece eee eee eee eee 125 Tose up EW e 127 TOSUP An EN T To tee cm 128 Todoke en EYVE Talde eana on tee rv eens 130 ipea aperi e iL rm 131 Toadd he mm 133 Toode DETS Or E O e Pet 135 TO SUD a GA E code eon diac de Ro tagb Det ine aoa tees ceti coL retina cce abad 136 Tada TN I 5905 7272 7 5 7 een eit ea 137 FO SG a DISC One rn D m 138 To assign hours of operation to a SKINGEE nione sno creari rna nana Ern tamtn c Esa sn cin 139 To set the Service Moda for a skillegl uiee rre ni rna xe as Egan 141 To set up the Day Routing Table example ciccccciccssncesscossstenscodsnncancesnoonentesesnnneacceinaiens 142 To set up the Night Routing Table example ccceceessecceeeesseeeeeeeeeeeeeeseseneeeeeees 144 Yo devia Roning Table SUD ee di etai preizEait i bos rladtel educ iui ci sadip Hed dude oed ci eon 145 Te modiy Routing Table o c 145 To delte Rouling Tabie Ble cc ee eae 146
43. data C InSet Port Details select a Port DN and make sure the Device Type and State are both Unequipped If the Device Type is Unequipped the DN can be used for a CDN Contact Center calls do not follow Call Forward rules but non Contact Center calls do For example an agent is logged onto a set that is configured to CFNA to voicemail A call is distributed to the agent who does not answer it and the call is returned to the skillset but the desired behavior is to transfer the call to voicemail Non Contact Center calls that do not get answered do go to voicemail N0060620 Chapter 18 Troubleshooting Contact Center 231 To have non Contact Center calls to go to voicemail and Contact Center calls to return to the skillset make sure that the number of rings for Call Forward to Voicemail is set to greater than the Transfer Callback Timer To have both Contact Center and non Contact Center calls to go to voicemail make sure that the number of rings for Call Forward to Voicemail is set to less than the Transfer Callback Timer Also make sure that Call Centre agents have a CFNA Delay to voicemail skillset DN that is lower than the Transfer Callback setting This way unanswered Contact Center calls return to the originating skillset and non Contact Center calls are forwarded to the agent s personal mailbox Contact Center call routed to Auto Attendant cannot connect to the Operator Check CallPilot Manager for the following co
44. destination nimbel 2 od uerus beeen b doe D aperti ee b ec dd 103 Turning Off premise Message Notification on or off 002002 ee eee 104 Chapter 8 Recording Contact Center greetings 000e eee e eee eens 105 About Contact Center greetings ec a ces ee eee ew aed eh A RA end dees 105 Examples of Contact Center greetings llli 105 Recording a Contact Center greeting l l 106 Importing a Contact Center greeting liliis leere 109 Exporting a Contact Center greeting 0 00 110 Chapter 9 Setting up Intelligent Routing 0c cece eee eee eee 113 About Intelligent Rouling uude sex ear RA EE RRARG ORG R3 UG RESXGTRAX AREA ETE 113 Intelligent Overflow Routing liiis RII 113 Examples of Intelligent Overflow Routing rules liliis 115 Assigning Intelligent Overflow Routing to a skillset 00000 000 ee 119 Moving an Intelligent Overflow rule 0 000 cee eee 121 To delete an Intelligent Overflow Rule 0 00 c eee eee eee 123 Chapter 10 Setting up Routing Tables ccicscicdcc ierra 125 About ROUINO TADOS 2o2654 eb Shee PAYER CE Qe EGRE EER SK SRE RR GE OSS 125 Contact Center Set Up and Operation Guide 10 Contents Fa DEI 66sec bs EO po hin RR IUE e bee Ted Ed a be Race dis 125 Especie WAL TINO qeu y 4E SUP tees BRE N OR SUPR OC eae ee BR CIA 126 Recording EWT g eepbinejl cua soe eue kk os D cm Box rk oed me OR CE EO 127
45. e Press 6 to open the Off premise Message Notification menu e Gotostep3 Med notify 3 Press SELECT or to set up Off premise Message Notification ACMI SELECT Hotit on 4 Press CHNG or 1 to turn Off premise Message Notification off if CHNG TIME Bk it is on as shown Notify off 5 Press OK or CHHG TIME Ok r press TIME to review the start and stop time parameters Mailbox admin 6 Press to end the session GREET FSW QUIT N0060620 105 Chapter 8 Recording Contact Center greetings About Contact Center greetings Contact Center greetings encourage callers to stay on the line until an agent is available You can record greetings in different languages and change them as often as you like You can include information in your greetings such as your hours of service a request for callers to have their account number ready how to leave a message an announcement of a sale product lists upcoming special events The table Intelligent Contact Center Capacities on page 16 shows how many greetings you can record depending on which Contact Center you use You can record greeting numbers and information in Contact Center Greetings on page 236 Examples of Contact Center greetings You can record different types of greetings for Contact Center Before you record your greeting determine what information the greeting includes When you prepare your greeting
46. greeting is recorded Caption Skillsets that use the greeting Contact Center Intelligent CLID DNIS Routing Line CLID ANI number DNIS number Action Contact Center Intelligent Caller Input Routing Tables Length of rule Match string Action Expected Wait Time EWT Greetings EWT Greeting Table Number Wait Time Interval Greeting ID Contact Center Set Up and Operation Guide 166 Chapter 13 Setting up Contact Center general properties Activity Codes ID Name Description Line Answering Line Rings Table Skillset Multimedia Contact Center Customized Files Interface Name Files N0060620 Chapter 13 Setting up Contact Center general properties 167 To generate the System Configuration Report 1 Start CallPilot Manger Click the Reports heading Click the System Configuration link The System Configuration Report appears It can take several minutes to generate the report System Configuration For best results when you print this report select the Landscape layout VOICEMAIL SYSTEM CONFIGURATION REPORT Date 2006 01 22 System Options Version 41 01 14 22 Bilingual N Primary Lang NAEng Alternate Lang NAEng North American English Canadian Pronunciation Group Lists Y Leading Digit 9 Return to AA Touchtone Gate Custom Greeting Voicemail Enabled Y 4 To print the report click the Print button 5 When you are finis
47. have Multimedia Contact Center enabled Incoming Multimedia Contact Center calls are assigned the Priority you select If you select the Multimedia Calls check box you must enter a CLID ANI number or an asterisk If you do not select the Multimedia Calls check box you must enter one of CLID ANI DNIS or Line number Action The action is the treatment that is applied to the call e You can move the call to another skillset e You can change the priority of the call from 1 20 e You can move the call to another skillset and change the priority of the call Note The CLID routing table can support 1000 rules Each rule can be a number or a range such as 416 N0060620 Chapter 5 Setting up skillsets 55 To add a CLID DNIS Route Start CallPilot Manager Click the Contact Center heading Click the CLID DNIS Routing Table link The Intelligent CLID DNIS Routing page appears Intelligent CLID DNIS Routing Line CLID ANI DNIS Action Commands 4021 Skillset 2 Insert Change Delete 238 Skillset 1 Insert Change Delete End Insert Click the Insert link The CLID DNIS Setup page appears CLID DNIS Setup Line L CLID ANI DNIS Multimedia Calls FI Action New Call Priority No Change v Move to Skillset E v O Change Call Priority Only Submit Cancel Set the method to identify the call If you want to create a rule based on the
48. include important times and dates Keep greetings as short and concise as possible Use the following examples of greetings as a reference General company greeting The general company greeting informs callers that they have reached the correct company It can also include the location and business hours of your company Thank you for calling Bridgestone Computers We are located at 52 Main Street Our hours of service are Monday to Friday from 8 00 until 5 00 Please stay on the line and an agent will be with you as soon as possible Or press 0 to leave a message and one of our agents will return your call Please wait greeting Please wait greetings encourage callers to stay on the line All our agents at Bridgestone Computers are currently busy but please hold as your call is very important to us Contact Center Set Up and Operation Guide 106 Chapter 8 Recording Contact Center greetings Information greeting Transfer greeting An information greeting provides messages and greetings to callers Thank you for calling Bridgestone Computers This week we have extended our hours until we sell all spring merchandise We will be open until 9 00 pm Monday through Thursday and we will be open until midnight on Friday Please come in and see us at 52 Main Street A transfer greeting lets a caller transfer their call Please press 1 to leave a message and one of our agents will return your c
49. is on an IP trunk there is a noticeable interruption in audio for approximately 1 second when supervisor monitoring starts This is noticeable to the agent and the caller On systems that do not have IP trunks and IP agents this does not occur Digital Mobility sets You cannot monitor agents who are logged on to Digital mobility sets ISDN sets You cannot monitor agents who are logged on to ISDN Integrated Services Digital Network sets Maximum number of conference bridges If the maximum number of simultaneous conference bridges 6 are being used when you try to start a monitoring session your display shows No conf avail Transferred calls If you are monitoring an agent and they transfer a call you no longer hear the call Contact Center Set Up and Operation Guide 174 Chapter 14 Monitoring Contact Center call activity Monitoring skillsets Use L 0 9 Display Waiting Calls to view information about skillsets and the calls waiting in skillsets The table below describes the information in each display Display Description Skill 1 Enabled the skillset number and the status of the skillset The status can be Enabled Disabled or Uninit uninitialized 1 6 agents the skillset number and how many agents are currently logged on to the skillset 1 10 calls the skillset number and the number of calls waiting in the skillset 1 wait 9 45 the skillset number and the l
50. line a call comes in on in the Line box enter the line number If you want to create a CLID or ANI rule in the CLID ANI box type the CLID or ANI number you want to assign this routing to The CLID or ANI number identifies the caller or the location the call was made from If you want to create a DNIS rule in the DNIS box type the DNIS number you want to assign to this route The DNIS number identifies the number the call is made to If you want to create a rule for CLID ANI and a rotary number in the CLID ANI box type the CLID or ANI number and in the Line box type the line number If you want to create a rule for CLID ANI and DNIS in the CLID ANI box type the CLID or ANI number and in the DNIS box type the DNIS number Contact Center Set Up and Operation Guide 56 Chapter 5 Setting up skillsets If you have Multimedia Contact Center enabled and you want to assign routing to Multimedia Contact Center calls select the Multimedia Calls check box If you select the Multimedia Calls check box you must enter a CLID ANI number If you do not select the Multimedia Calls check box you must enter either a CLID ANI or DNIS or a Line number 6 Select the type of routing you want to apply to the call if you want to move the call to another skillset select Move to Skillset and from the Skillset list box select the number of the skillset you want to route the call to if you want to move the call to another skillset and assign it a differe
51. no Contact Center calls will come to the agent The break time is extended until the BJO session exits Contact Center Set Up and Operation Guide 192 Chapter 15 Activity Codes It is the agent s responsibility to either enter an Activity Code or release the session Otherwise JJ remains on the agent s display for a maximum of 2 minutes If the JJ session ends because it times out the break time also ends At the end of Break Time e ifacallis Optional and the agent did not enter an Activity Code Contact Center system records the No Peg System Activity Code e Ifa callis Prompted and the agent did not enter an Activity Code the 9 0 7 session exits and Contact Center records the No Peg System Activity Code If an agent enters an Activity Code whether Prompted or Optional that does not cover the entire talk time of the call Contact Center autopegs the last Activity Code the agent entered for the remainder of the talk time If an agent enters an Activity Code as their Break Time is ending it is possible that Contact Center will not record the Activity Code and will record the No Peg System Activity Code instead Note If the Break Time is 0 a F907 session never automatically starts on an agent s telephone even if the agent is Prompted for Activity Codes Make sure the Break Time is longer than 10 seconds to allow time for Activity Code entry For more information about Break Time properties for a
52. o Enter your password and press OK The default password you enter to log on for the first time or if your password is reset is 0000 If you use the default password you must change your password Press HDHMIH Enter a new password from four to eight digits long and press OK Enter your new password again and press OE Press Oo Of A Supervisor Help With Supervisor Help an agent on a call can request help from a supervisor by pressing a programmed feature button The agent can send an urgent request for help without interrupting the call and without the caller being aware of the agent s help request Supervisor Help is for situations where an agent is on a call and urgently requires the help of a supervisor without alerting the caller that a supervisor is being called in It is not intended for routine consultations or when the agent is not on a Contact Center call A supervisor who receives a help request can accept deny or ignore it A request that is denied or ignored is escalated and a larger group of supervisors is notified of the request A supervisor can choose to escalate a request so that it is broadcast to other supervisors who may be better able to handle the request If a supervisor receives a request while they are not at their set their Q 0 6 indicator flashes slowly to inform them of the missed request Contact Center Set Up and Operation Guide 178 Chapter 14 Monitoring Contact Center call activit
53. or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press ADMIH or to change Off premise Message Notification The displays a review of the first destination type and destination number Press CHHG or to change the destination type and the destination number Choose the type of destination number press PHOHE or to choose a phone number destination or press ExT or to choose an extension destination Enter the destination number you want to set up Off Premise Message Notification for lt x gt represents the destination number Press OK or to accept the destination number Or press RETE or to re enter the number Press HEXT or to continue Press YES or if you want to set up another destination and repeat steps 6 through 8 Or press HO or if you do not want to set up another destination Contact Center Set Up and Operation Guide 100 Chapter 7 Off premise Message Notification CHHG HEST Startitstart time 9 Stor stor Lime CHHG HEXT 0 Press CHNG or 1 Press CHHG or 1 to change the start time or press HEST or amp to accept the start time to change the stop time or press HEST or amp to accept the stop time Msg t are new 11 If you want to change message notification CHNG Ok press EHHG or if you want to be notified only when the skillset mailbox receives an urgent message Press OK or Meo notifs 12 Press
54. s sales skillset If a call is not answered within 10 seconds it overflows to skillsets 2 3 and 4 If the call is not answered within an additional 20 seconds the call goes to the skillset 1 mailbox The Contact Center Administrator creates two rules In the first rule the Contact Center Administrator Selects the Day service mode sets the timer to 10 seconds e sets Overflow as the action e selects skillsets 2 3 and 4 In the second rule the Contact Center Administrator selects the Day service mode e sets the timer to 30 seconds e selects the skillset mailbox as the action Mode Conditions Action Explanation Day 00 10 Overflow 2 3 4 The call overflows to skillsets 2 3 and 4 if the call is not answered within 10 seconds The call goes to Day 00 30 Skillset Mailbox the skillset mailbox if it is not answered within an additional 20 seconds Assigning Intelligent Overflow Routing to a skillset To assign Intelligent Overflow Routing 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Contact Center Set Up and Operation Guide 120 Chapter 9 Setting up Intelligent Routing 4 Click the Overflow link for the skillset you want to add Intelligent Overflow Routing to The Overflow Rule Table page appears Overflow Rule Table Skillset 1 Rule Mode Condition Action Commands 1 Day No Agents Skillset
55. the System Administrator must set up a CCR Tree before you can select it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation Guide 10 Click the Submit button Moving an Intelligent Overflow rule After you create an Intelligent Overflow rule you can move it to another location in the Overflow Rule Table Intelligent Overflow rules are applied to calls in the order that the rules appear in the Overflow Rule Table Contact Center Set Up and Operation Guide 122 Chapter 9 Setting up Intelligent Routing To move an Intelligent Overflow rule 5 6 7 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Overflow link for the skillset that has the rule you want to move The Overflow Rule Table page appears Overflow Rule Table Skillset 1 Rule Mode Condition Action Commands 1 Day No Agents Skillset Mailbox 222 Insert Modify Delete Move End Insert Close Click the Move link for the rule you want to move The Overflow Rule Table Move page appears Overflow Rule Table Move Skillset 1 Rule Mode Condition Action Move 1 Day Mo Agents Skillset Mailbox 232 Here 2 Day No Agents Move to Skillset 3 Cancel End Click the Here link for the location you want to move the rule to The Overflow Rule Table page shows the rule in its new location Click the Close button To modify an Intelligent Ov
56. the agent answers the call or if the agent has already entered an Activity Code when the agent enters the last Activity Code The time period for the final Activity Code entry after the call ends covers the time up to when the call ends Example 1 The agent enters Activity Codes during the call Time Activity Peg time 9 00 Start of call 9 05 Agent enters Activity Code 1 5 minutes 9 08 Agent enters Activity Code 2 3 minutes 9 10 End of call 9 12 Agent enters Activity Code 3 2 minutes If the agent enters multiple Activity Codes during one 2 0 7 session Contact Center allocates the talk time to all the Activity Codes that the agent enters For example if an agent presses 9 0 once after the call ends the total time of the call is allocated to all the Activity Codes the agent enters The count is increased for each Activity Code the agent enters Example 2 The agent enters Activity Codes after the call Time Activity Peg time 9 00 Start of call 9 10 End of call 9 11 Agent enters Activity Codes 1 2 3 10 minutes Activity Codes Contact Center automatically enters Autopegs and System Activity Codes Contact Center has two types of Activity Codes it can automatically enter e Autopegs See Autopegs on page 186 e System Activity Codes See System Activity Codes on page 187 Contact Center Set Up and Operation Guide 186 Chapter 15 Activity Codes Autopegs Whethe
57. the priority of the call from the New Call Priority list box select a new priority for the call The default is 10 to send the call to the skillset mailbox select Send to Skillset Mailbox to overflow the call to another skillset Select Overflow to Skillset and click the Specify link The Overflow to Skillset Configuration page appears Select the check box for the skillset you want to overflow to and click the Submit button If you want to change the priority of the call from the New Call Priority list box select a new priority for the call The default is 10 to transfer the call to an extension select Transfer to Extension and enter the extension number to transfer the call to a mailbox select Transfer to Mailbox and enter the mailbox number to transfer the call to an external number Select Transfer to External Enter the external number From the Outdial Method list box select Line Pool or Route Ifyou select Line or Pool enter the line or line pool number to transfer the call to the Automated Attendant select Transfer to Auto Attendant and select a Greeting Table from the list box or None if you want the to call transfer to the default Automated Attendant prompt to transfer the call to an operator select Transfer to Operator to transfer the call to a CCR Tree select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to Note You or
58. through 8 9 Click the Close button to return to the Skillset List page N0060620 Chapter 5 Setting up skillsets 59 Changing an agent s priority in a skillset Agents can have different priorities depending on the skillset to which they are logged on For example when an agent is a member of the English skillset their priority can be 1 because they are fluent in English The same agent can have a priority of 3 when they are logged on to the Spanish skillset and a priority of 6 when they are logged on to the German skillset Before you can change an agent s priority disable the skillset See Disabling a skillset on page 61 log off the agent See Forcing an agent off on page 45 To change an agent s priority in a skillset 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Agents link for the skillset you want to change the agent priority of The Assigned Agents page appears Click the Change button The Change Agent Priorities page appears Click the Change check box for the agent whose priority you want to change You can select more than one agent if you want to assign them the same priority From the Priority list box select the priority you want to assign Click the Submit button The Assigned Agents page shows the new priority Repeat steps 5 through 8 for each agent you want to change Start CallPilot Man
59. to continue Press HEXT or to continue Or press SETUP to add another destination N0060620 Chapter 7 Off premise Message Notification 95 CHHG HEST Sr press CHNG or 1 Stor stor Lime 22 Press HEXT or CHHG HEXT or press CHHG or CHHG new message or press CHNG or 1 Start start time 21 Press HEXT or f ua t to accept the start time that you entered to change the start time to accept the stop time that you entered to change the stop time Med Lure new 23 Press QE or 4 J to be notified when the skillset mailbox receives a OF to be notified only when the skillset mailbox receives an urgent message l Meg notif 24 Press to end the session ACMI SELECT Changing Off premise Message Notification You can change the parameters and destinations for Off Premise Message Notification Refer to Off premise Message Notification parameters on page 86 for more information about parameters If you want to change the time or message type parameters use the procedure To change the time range or type of message parameters on page 95 If you want to change the destination type refer to the procedure for the destination type To change the destination type refer to from a phone to an extension pager or another phone number page 97 from a pager to an extension or phone page 99 from a phone or extension to a pager page 100
60. to skillset 2 To monitor the next skillset press SKILL at any time 1 7 agents 3 The display shows the number of agents logged on to skillset 1 on BERE Press HEXT 1 2calls 4 The display shows the calls that are currently waiting to be SKILL HEAT answered by agents in skillset 1 Press HEXT liwait 4 08 5 The display shows that the call waiting the longest in skillset 1 SKILL HERT has been waiting for four minutes 6 Press to end the session Or press HEST to monitor skillset 2 Using a memory button to monitor calls waiting in skillsets Program a memory button with 9 0 9 to view the status of all skillsets including the skillsets to which are logged on If the memory button you choose has an indicator the indicator shows information for the calls for the skillset to which you are logged on For information on how to program an memory button refer to Programming a memory button with a Feature Code on page 34 e Ifthe indicator is off all of the calls are within the acceptable wait time e If the indicator is flashing slowly at least one call has exceeded the primary alert time e Ifthe indicator is flashing quickly at least one call in the skillset has exceeded the secondary alert time For information on setting wait times refer to Setting up general Contact Center properties on page 163 For information on Primary and Secondary alert times refer to Primary and Secondary ale
61. transcribe and delete each message before callback This agent handles messages and knows the status of the old messages Playing skillset mailbox messages Use the procedure for playing messages that corresponds to the interface you use e To play skillset mailbox messages Norstar Voice Mail on page 78 e To play skillset mailbox messages CallPilot on page 80 To play skillset mailbox messages Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface 1 Press e J9 Jf Follow the voice prompts or the display button options on your telephone to open the skillset mailbox Z2 neu B saved 2 Press PLAY or 2 to listen to your messages L1 E y FLAY REC BER For other options refer to the table Playing skillset mailbox messages Norstar Voice Mail on page 78 3 Press to end the session The table Playing skillset mailbox messages Norstar Voice Mail shows the message options available to you during and after playing messages Playing skillset mailbox messages Norstar Voice Mail Option Button Available Available Description while after playing playing Back up Rewinds the message nine seconds and resumes playing or c it lt lt lt Copy Sends a copy of the message to one or more mailboxes r T T If you record an introduction it must be longer than three seconds COPY N0060620 Chapter 6 Setting up skillset mailboxes 79
62. you are there to receive calls A person who receives a Off premise Message Notification call can cancel Off premise Message Notification to their destination number This is useful if a destination is incorrectly programmed and a wrong party receives the calls The recipient of an Off premise Message Notification call hears the following voice prompt Message for name of mailbox owner To log on press fi If you have received this call by mistake please press R Contact Center Set Up and Operation Guide 86 Chapter 7 Off premise Message Notification After you set the Off premise Message Notification parameters Off premise Message Notification is enabled automatically Assigning an outdial method to a skillset mailbox The outdial method determines which line line pool or route code the system uses for Off premise Message Notification The default for outdial method is None You must assign an outdial method before you can use an external telephone or a pager as an Off premise Message Notification destination For more information on line pools and route codes refer to your system documentation Warning Do not change the extension number assigned to the skillset mailbox If this N extension number is changed callers in the skillset cannot access the skillset mailbox and you cannot change the Skillset general parameters To correct a wrong extension number change the extension number to the Control DN of the
63. you select Line or Pool in the Line Pool box type the line or line pool number used e if you want to transfer the call to the Automated Attendant select Transfer to Auto Attendant and select a Greeting Table to transfer the call to or select None to transfer the call to the default Auto Attendant prompt e if you want to transfer the call to the operator select Transfer to Operator e if you want to transfer the call to a CCR Tree select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to Note You or the System Administrator must set up a CCR Tree before you can select it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation Guide e if you want the call to remain in its skillset but you want to change the call s priority within the skillset select Change Call Priority Only and from the New Call Priority list box select a priority between 1 and 20 for the call The default is 10 Click the Submit button The rule you created appears in the Match Table Repeat steps 8 through 11 if you want to add another rule to the table Or click the Close button to return to the Caller Input Rules Tables page Using wildcard characters You can use the wildcard characters and in the match string matches any single digit matches zero or more digits When you use the wildcard character it can appear only once in a match string
64. 0 e eee ee eee eee 223 Piessliru passworde uiia x chided eb ERG eee Re Pe aq nC EP P ALAS ETQRES 223 Resetting the Operator password usuaus sanaaa RR RR ORO RR RERUR sees 223 Resetting the Contact Center Administrator password luus 224 N0060620 Contents 13 Post DOS Wes qua Ed hic Ra dex enr abe d onde C Pg ORE Ra cay 224 Pent og on problems uua GC SERRE SOROR GRE BORA aoe nee RON 224 Important considerations about how agents use features 224 Skillset DIODIGITIS iua heme c ker RR REX ERRARE SUR RED RERO REG S RR e 227 Probleme enabling SKIIBEIS so iccc onc e eR RR RR ERR GC ERPRRRR ETT 227 Problems changing skillset properties 0 20 e eee eee eee 227 Problems viewing skillset settings llle 228 Problems transferring calls to the voicemail extension 228 Call processing problems cacccacesdeuckee cater sac eeadeswadee REDENAARS 228 Chapter 19 Contact Center Programming Record 0000ee cece eee eens 233 Pe COES esca usd xs eee Vaca Bee a eee 234 General Contact Center properties 0000 c cece ee 234 Operator Business SIGS ccc cx ue ERE RR EERRQRERERYCRPRResROgTetada 4 RES 234 Contaci Cemer ed IBBlE sad aca doe Ea dab CRURA ROS eii eraut e CR da Aes 235 Contact Canter Greetings cuneus kh gebe REP XGerERERUSAE eR REGE Ea 236 Intelligent Overflow Routing 00 00 RII 237 Contact Center aGOMS ias sanie uo ERROR ROO
65. 00000 eae 19 Pulp AUBDOSIHU ueLLsza v RRPPREREXEGQel 9RRRA44 AXE Ga RIE VEA 20 Custom Call Routing CCR uus sede eoru sep E UR e ra or deba E ecol d 20 Dil RTT 20 aE ei EEEE LAR 9 B55 ESA EDEN SSE TIERS LOSE YO POR DERE Y REC BS que 20 Symbols and text conventions caes sace a bee ERRORS REA EN REG seid Reesor aes lt 21 Related PUblicaligri8 iiosueue deen cde d nto ERR ERR NAR Egon Ede ak dos 22 HB deb POIL oce cuan Eo bois toic cd eat eS td eda ES dolor ae e 23 Chapter 2 About setting up Contact Center lslllselesseeeses 25 Using CallPilot Manager to set up Contact Center 0 0 00 cee eee ee 25 Enabling RayOOEBS ac ties e us eRe i koe Sade Sula ses haan Gees 26 Staring CallPllot Maasgef uaxaxaca d ud ces ee eee Reha RERIG NEAR RG CR GA RR a 27 About the CallPilot Manager interface liliis eee 27 Sy lem QOO osse uada D Read dodenus Bea dulcis clu Roe Gre ra dia aud e US 28 Contact Center ACCESS ocloucosdseeiaRasdqRebokRu a sede Seed ges eR Rad Rs 28 Setting up Contact Center from a two line display telephone 29 usta UNCON arrasi sterd Torten RA dA d ROG eda qd d ess do QE RUE 29 USING ihe diapad CCP 29 Symbols and conventions used in this guide 0 0c eee eee 30 bor olephoog DOLUS cc serie ad ede ER RR RD dd cr a HR Rd p 31 Checking which telephone mailbox interface you use llli ees 31 Chapter 3 Using Feature Codes csccccs
66. 1 Click the Expected Wait Time Table link The EWT Greeting Tables page appears 2 Click the Change link for the table you want to change The EWT Greeting Table page appears 3 Click the Change link for the EWT rule you want to change The Wait Time Interval page appears Modify the Wait Time Interval or select a different greeting Click the Submit button The changed EWT rule appears in the EWT Table About types of Routing Table steps You can add these types of steps to routing tables Greeting A Greeting step plays a greeting to callers waiting in a skillset You assign greeting parameters to each greeting After the greeting plays the call goes to the next routing step If there is no next step the call ends An EWT Greeting step uses the EWT Table you select to play estimated wait time messages to callers EWT greeting steps act the same as greeting steps Distribute for During a Distribute for step calls wait to be distributed to agents If no agents are available before the distribution time expires the call goes to the next step in the routing table If there is no next step set up in the routing table the call ends The minimum distribution time is zero and the maximum distribution time is 59 minutes and 59 seconds The default distribution time is 30 seconds Goto A Goto step is the last step in a routing table A Goto step moves the caller to an earlier routing step For example if a Goto step points t
67. 10 amp 11 Support Announcements 1 amp 2 Greetings 12 amp 13 Installation Announcements 1 amp 2 Greeting 50 The expected wait time for your call is 3 minutes Please stay on the line or press 9 to leave a message Greeting 51 The expected wait time for your call is 6 minutes Please stay on the line or press 9 to leave a message Greeting 52 The expected wait time for your call is 9 minutes Please stay on the line or press 9 to leave a message Contact Center Set Up and Operation Guide 206 Chapter 17 Examples of Contact Center configurations Greeting 53 The expected wait time for your call is 12 minutes Please stay on the line or press 9 to leave a message Greeting 54 The expected wait time for your call is 15 minutes Please stay on the line or press 9 to leave a message Greeting 55 All of our representatives are currently assisting other clients Please remain on the line or press 9 to leave a message General Properties Primary alert 03 00 Secondary alert 10 00 CC Reporting Server 1234 Password Enable CC Reporting Data Enabled Stream Reserved channels 2 Supervisor Help request 12 timeout Supervisor Help from All skillsets Enable Caller ID Name with number backup Caller Input Rules Match Table Rule Table 1 Match String Action Commands 1234 Moveto4 Change Delete Table 1 Variable length 9 Skillset Mailbox Change Delete Matc
68. 100 T7208 T7316 M7324 M7310N M7324N Feature Feature Fx Handsfree mn right hand Handsfree aee Hold m Hold es Volume Control el K X Release Cw Ris ee You can enter J Feature or Fx and the code to use a feature For example press Q to access your mailbox The T7100 works differently from other telephones on your system because it does not have line buttons Where other telephones require that you select a line button to answer a call on the T7100 terminal you pick up the handset Where other telephones require you to select a line button to take a call off hold you press on the T7100 terminal On T7100 terminals you can answer a second call by pressing Your active call is put on hold and you connect to the waiting call You can have no more than two active calls at one time Checking which telephone mailbox interface you use CallPilot supports two interfaces Norstar Voice Mail and CallPilot The System Administrator determines which interface is assigned to your mailbox Follow the procedures in this guide that apply to the interface you use Some procedures apply to both interfaces Contact Center Set Up and Operation Guide 32 Chapter 2 About setting up Contact Center To check which mailbox interface you use 1 Press PJB Follow the voice prompts or the display button options to open your mailbox 2 Check the display to see which interface you use
69. 60620 Chapter 19 Contact Center Programming Record 241 Routing Tables Skillset Day or Night Step Type of step Greeting Distribution Transfer Intelligent Caller Input Routing Basic or Advanced Disconnect Step parameters Contact Center Set Up and Operation Guide 242 Chapter 19 Contact Center Programming Record Caller Input Rules Rule table Length Fixed Variable Match string Action N0060620 Chapter 19 Contact Center Programming Record 243 Intelligent CLID DNIS Routing Type of call Line Multimedia Contact Center CLID ANI DNIS Action Contact Center Set Up and Operation Guide 244 Chapter 19 Contact Center Programming Record Line answering Line Skillset of rings 0 to 12 for Caller ID minimum 2 rings Expected Wait Time settings N0060620 245 Glossary AA See Automated Attendant Agent An agent is a person who is assigned to answer calls for one or more skillsets in your contact center Agent ID When you add an agent Contact Center assigns an agent ID number you use to identify the agent The agent uses their agent ID number a
70. 9 6 6 Set xxx 2 Press 7 HEXT In this example xxx represents the CDN for skillset 1 Pswd 3 Entr 8 7 6J8Jle U 8 U JU 7 G RETRY DK jJ Resetoperpswd and press OK Reset Pswd D 4 Press VES VES HO J Exit 5 The session ends J The Operator password is now reset to ejJr 6 7 8J8 6JUJ Operator Resetting the Contact Center Administrator password You can reset the Contact Center Administrator password if it is lost or forgotten To reset the Contact Center Administrator password For information on how to reset the Contact Center Administrator password refer to See Contact Center access on page 28 Agent problems Agent log on problems If an agent cannot log on at their phone ensure the agent ID and password match e check to see if the agent is already logged on to a different phone e check to see if a different agent is logged on to this phone Important considerations about how agents use features Call Transfer Agents can use Transfer to transfer a call to another agent another person such as a subject matter expert or send the call back to a skillset N0060620 Chapter 18 Troubleshooting Contact Center 225 e Ifthe agent wants to send the call to a specific agent or another person the agent can enter the Transfer Feature Code J 7 0 and enter the extension number e Ifthe agent wants to send the call to a skillset the agent can enter t
71. About types of Routing Table steps 0 20 eee 131 Greeting step parameters 42sccea voces dacecdeanvetesedececsoasvess 132 Adding a Greeting StoP si vcd ed b a ERROR RRRGEROR CR SACO hea a ROROR pee en a BS 133 Adding a Distribute for Step occ cece eee idee ees RE RRIEGR RT RE RR 135 Adding OE STED su reiia EROROS ou d cse od cose bodie i te RR 136 Addinga Transior Step cio uck es spp RU ARES GE RO RODA REENEN RR 136 Adding a Disconnect SID 2uiasesxaactk dur poCREP EUR RUPEE X RERO MD RS 137 Assigning Routing Table hours of operation 0 000 139 Setting the Service Mode for skillsets llis 140 Example of a Day Routing Table iliis eie beans seeded dees vee teuadseged 142 Example of a Night Routing Table i usas kde Rh RR ERR RET ERDEE XR 144 Changing a Routing Table cizsueliencu em REC RR RERRRERSu TR RARE E 145 Chapter 11 Creating Caller Input Rules lees 147 Using wildcard Character oueadosesasucs xad espera hGee RUE G RE dU Rer er d 150 An example of using Intelligent Caller Routing Advanced 151 Changing a Caler TOUTING ura dus eun a acea qe ocio male debe ca Ue Gk oce din 152 Deleting a Caller Input rule lllllllllsls RII 153 Clearing a Caller Input Rule Table 0 00 0 cece eee 153 Chapter 12 Line adminisWalloM sesaaoseacussstaswseasshuaea sese ansssadds 155 Setting the Answer Lines status lcsieisu e Rh xp RR ERE EA eee 155 DOOD NSS orco d erae eke OMCP
72. After Intelligent Overflow Routing determines what mode the skillset is in Intelligent Overflow Routing determines what conditions apply to the call The two possible conditions are Whether the timer expires You set the length of time a call waits for an agent before the call is sent to the destination that you specify The maximum time a call can wait is 59 59 When a call enters a skillset the timer starts at 00 00 Overflow rules are applied according to the time a call is in a skillset not according to the total time a call is in the system For example if you set up skillset 1 to move a call to skillset 2 after five minutes and you set up skillset 2 to move a call to skillset 1 after two minutes a call in skillset 1 will be moved to skillset 2 after five minutes The call will move back to skillset 1 after an additional two minutes then back to skillset 2 after an additional five minutes e Whether there are agents logged on to the skillset If there are no agents logged on to the skillset the call is sent to the destination that you specify If you select the Agents Not Logged In check box the overflow rule applies if there are no agents logged on to the skillset If you do not select the Agents Not Logged In check box the overflow rule applies if there are agents logged on to the skillset Note You can select both conditions within the same rule The rule applies when both conditions are met Action When Intelligent Over
73. Agents not logged in check box e selects Overflow to skillset as the action e selects skillset 2 In the second rule the Contact Center Administrator selects the Day service mode e sets the timer to 4 minutes and 30 seconds e selects the Agents not logged in check box e selects the skillset mailbox as the action Mode Conditions Action Explanation Day 02 30 and No Agents Overflow 2 The call overflows to skillset 2 after the call is in skillset 1 for 2 minutes and 30 seconds and if there Day 04 30 and No Agents Skillset Mailbox are no agents logged on to skillset 1 If the call is not answered within an additional 2 minutes the call transfers to the skillset mailbox Contact Center Set Up and Operation Guide 118 Chapter 9 Setting up Intelligent Routing Example 6 In this example calls to the contact center go to skillset 1 which is the company s help line The Night Service Mode is set to start at 6 00 pm After 6 00 pm there are no other skillsets with agents logged on If no agents are logged on to skillset 1 or if the call is not answered by an agent within two and a half minutes the call transfers to the skillset mailbox In this example the Contact Center Administrator inserts two rules The Contact Center Administrator e selects the Night service mode for both rules sets the timer to 2 minutes and 30 seconds as the condition for the first rule Selects the Agent
74. Codes 195 Example of an Activity Code list created in Notepad amp i New Activity Codes txt Notepad File Edit Format Help 3 Sales Support Support for sales 4 Help Calgary Help Desk 5 SME Subject Matter Experts 6 French French Language Support German German Language Support 8 Spanish Spanish Language Support 9 Italian Italian Language Support 10 Greek Greek Language Support 11 Norwegian Norwegian Language Support 12 Portuguese Portuguese Language Support ne Edit View Insert Format Tools Data Window Help 2 Ad Ax JO oo tel sm HUM 2 RES is H18 he secs A B C D E F G H a 3 Sales Support Support for sales 4 Help Calgary Help Desk 5 SME Subject Matter Experts 6 French French Language Support 7 German German Language Support 8 Spanish Spanish Language Support 9 Italian Italian Language Support 1 Greek Greek Language Support 11 Norwegian Norwegian Language Support 12 Portuguese Portuguese Language Support I4 4 e WNNew Activity Codes Sheet2 Sheets qnn tic E m Ready TCI OEITCYOE GEX 4 To import a list of Activity Codes 1 Click the Contact Center heading and click the Activity Codes link The Activity Codes page appears 2 Click the Import button Contact Center Set Up and Operation Guide 196 Chapter 15 Activity Codes The Importing Activity Codes dialog box appears NORTEL Importing Activity Codes Load Activity Code From
75. 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 FEATURE Indicates that you press the button with the coordinating icon on HOLD whichever set you are using RELEASE Related Publications This section provides a list of additional documents referred to in this guide BCM 4 0 Administration Guide NO060598 BCM 4 0 Networking Configuration Guide N0060606 N0060620 Chapter 1 Getting started 23 CallPilot Manager Set Up and Operation Guide N0027247 CallPilot Telephone Administration Guide N0060618 CallPilot Contact Center Telephone Administration Guide N0060615 Contact Center Agent Guide N0060619 Contact Center Supervisor Guide N0060621 Keycode Installation Guide N0060625 Reporting for Contact Center Set up and Operations Guide N0060637 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
76. DN as its mailbox number You must initialize the mailbox before you can use the skillset or the mailbox Do not rename a telephone DN to a CDN used by Contact Center Do not assign IP telephones to the DN used by Contact Center The user does not receive an error message if this happens even though IP telephones usually warn a user if there are conflicting telephone DNs Therefore ask your System Administrator for a list of the CDNs that are used by Contact Center Do not use any CDNs that are used by Interactive Voice Response as Contact Center CDNs N0060620 203 Chapter 17 Examples of Contact Center configurations There are many ways to set up Contact Center in your company Here are two examples of how one business configured Contact Center to meet its changing needs e Contact Center with Reporting e Multimedia Contact Center on page 217 Contact Center with Reporting A year after they installed Contact Center Mosaic Hardwood Flooring moved to a larger location and expanded their team to 33 members They now have one PRI trunk which lets them handle more calls Mosaic wants to upgrade their Contact Center to keep up with their increased call volume They want to be able to direct calls to sales customer service preferred customers and installation bookings They want to track how many of each type of call is being received each week and they want to tell callers on hold what the Expected Wait Time is Mo
77. HG m 2 Hz3 notify ADMIN SELECT Press E or to accept the destination pager number represented by x Or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or f Press HEXT or to accept the default pager message represented by xxxx The default pager message sent by CallPilot is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you Or press CHHG or 1_ to change the pager message The combined limit is 30 characters for the pager phone number and the pager message Press ES or if you want to set up another destination number Or press HO or 4 J if you do not want to set up another destination number Press DE or to be notified when the skillset mailbox receives a new message Or press CHNG or 1 to change the message type to be notified only when the skillset mailbox receives an urgent message 10 Press 7 to end the session N0060620 Chapter 7 Off premise Message Notification 93 To set up Off premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers The following steps show you how to enter a phone number destination and then add a pager destination for the first time 1 Press PBJ Follow the voice
78. Insert link of the End step The Routing Step page appears Select the Goto step option From the Goto step list box select 2 Click the Submit button The Goto step appears as step 6 in the Day Routing Table list Contact Center Set Up and Operation Guide 144 Chapter 10 Setting up Routing Tables 29 Click the Close button to return to the Skillset List page Example of a Night Routing Table To set up the routing table steps shown in Example of Night Routing Table steps follow the procedure To set up the Night Routing Table example Example of Night Routing Table steps Step number Type of step Step parameters 1 Greeting Greeting 6 non business hours greeting Not forced play Intelligent Call Input Routing Basic 2 Disconnect There are no parameters for the Disconnect option To set up the Night Routing Table example 1 10 11 12 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Night link for Skillset 1 The Night Routing Table page appears Click the Insert link The Routing Step page appears The Greeting option is selected by default In the Greeting box type 6 At the Intelligent Caller Input Routing option select Basic Click the Submit button The Greeting step appears as step 1 in the Night Routing Table list Click the Insert link for the End step The Routing Step pa
79. Logout Help Skillset Service Mode Skillset 2 Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format Monday v 08 00 20 00 24 hr Service Tuesday 08 00 20 00 Wednesday 08 00 20 00 Thursday 08 00 20 00 Friday 08 00 20 00 Saturday 10 00 18 00 Sunday 10 00 18 00 Overflow Overflow Rule Table Skillset 2 24Hour No Agents Skillset Mailbox 233 Insert Modify Delete Move End Insert Close N0060620 Chapter 17 Examples of Contact Center configurations 213 Skillset 3 Properties Name Installation MWI DN 335 Method Least Busy Attendant Ext 222 Use previous ___ calls to 10 calculate EWT EWT Increase Allowed Enabled Initial Call Duration 00 30 00 hs mm ss Activity Code Entry Type Prompted Agents 5 20 Routing Tables Day Routing Table Skillset 3 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Step Information 1 Greeting 3 Normal Transfer Distribute For 00 50 Greeting 12 Normal No Transfer Distribute For 00 50 EWT Greeting 1 Normal Transfer Distribute For 00 50 Greeting 13 Normal No Transfer Distribute For 01 20 Greeting 7 Normal Transfer Goto Step 2 2 3 4 5 6 ita 8 9 m a go Close Commands Insert Modify Delete Insert Mod
80. Not Ready Return to Skillset previously known as Auto Make Busy is an agent property that controls how a call is treated if an agent does not answer the call Make Not Ready assigns an agent s telephone to respond as it does with the Not Ready feature enabled Automatic Logout automatically logs an agent out of their skillset if they do not answer a call Contact Center Set Up and Operation Guide 250 Real time Real time is a term for when there is very little response time between when an event occurs and when the information about the event is displayed You can monitor the real time or current situation of agents and call activity by using the Display Waiting Calls Feature Code Reserved channel Reserved channels are voice channels reserved exclusively for Contact Center Reserved channels are used to play greetings to callers waiting in a skillset These channels ensure that CallPilot does not use all the voice channels See also voice channel Routing Table Routing Tables handle incoming calls for each skillset A Routing Table determines the order of greetings and hold times for callers while they wait to be routed to an available agent Skillset Skillsets previously called queues collect and distributes calls for departments such as sales and technical support If several calls arrive at the same time the calls are held in a skillset where callers hear greetings and are put on hold until an agent is availab
81. R GRON RUCK ROC ER ORE E S 238 Skillset assignimBrbs a iie siiesttrppTPRe Aq4pera a CERY TERQUE ERPTYDBSeX x 239 EST THRONE sopia topaia dia nde GS ballad ak da on ONUS t lc ala ub a QR c ae 240 Rouling Tables 2sketecdehe Gee endeb dosed epee RR RA EGR S d ei Eee Rees 241 Galler Inpnt RUDS jG eas OR aE So P RAE Re gt ORE CORE NWR RRISSA EN 242 Intelligent CLID DNIS Routing ucesnzkeskRha vee ee eee n EC Ee RES Oe Re RE a REO 243 Lirig answeflhi ias es cence emit egnttisteiaeneninuks Pub IRSE EE one 244 GOSSA iccsoassbss scassquvdasszuesasyQi spassctassctebsesocxake 245 IndOX esncaesuaves nezsdeesqetustqreswenvsaverezdneusususseranesk 251 Contact Center Set Up and Operation Guide 14 Contents N0060620 15 Chapter 1 Getting started About this Guide The Contact Center Set Up and Operation Guide describes how to set up and configure Contact Center on a Business Communications Manager using CallPilot Manager and telset based administration About Contact Center Contact Center is an application that handles incoming calls as efficiently and economically as possible Contact Center answers calls then routes the calls to agents in a skillset that most closely matches the needs of the caller Calls can be routed based on the origin of the call the destination of the call or the information entered by the caller Callers can be given high or low priorities Callers can overflow to different groups or ski
82. Ready feature was on and you canceled it Press 9 0 8 again to activate Not Ready 2 When you are ready to take calls again cancel the Not Ready feature by pressing 9 0 8 If Hot read appears press Q 0 8 again Not Ready is automatically enabled if you do not answer your telephone and if this option is configured in Contact Center Programming Not Ready to a memory button You can have convenient one button access to Not Ready if you program a memory button with the Not Ready Feature Code If the memory button you choose has an indicator the indicator shows your busy status e Ifthe indicator is off Not Ready is off e Ifthe indicator is on Not Ready is on e Ifthe indicator is flashing the Break Time feature is on For information on how to program a memory button refer to Programming a memory button with a Feature Code on page 34 N0060620 Chapter 14 Monitoring Contact Center call activity 177 Logging off Log off when you complete your shift or will be away from your telephone for an extended period 1 From the display that shows your name on the top line press OUT The date and time display appears If QUT does not appear you are not logged on to any skillsets Changing your supervisor password Keep your password confidential Change your password regularly about every 30 days To change your supervisor password 1 Press 10 Enter your Agent ID number and press OK
83. Sa ekda 83 To reply to an external caller Norstar Voice Mail eeeeeeeeeeeceese 84 To reply to an external caller GallPilot n cona ci prt ai bett haee bn 3o SEE pred Ease Eb dur EE 84 Off premise Message Notification esleeeseeeess 85 To assign an outdial method to a skillset mailbox eeeeeeeeeeeeeeesee 86 To set up Off premise Message Notification to a phone number ssss 87 To set up Off premise Message Notification to an extension sssessessss 89 To set up Off premise Message Notification to a pager sseeeeeeeeeee 91 To set up Off premise Message Notification to more than one destination 93 To change the time range or type of message parameters sssssssssssss 95 To change the destination from phone to another destination s 97 To change the destination from pager to phone or extension ssesss 99 To change the destination from phone or extension to pager eesssse 100 To delete a Che STAM raw T UTE 102 nr scpEe uncis 103 To turn Off premise Message Notification on or off 104 Recording Contact Center greetings slessss 105 To record a Contact Center greeting sirieias be hi ao de PER ieee ies 107 To import a previously recorded GIO DEG
84. T Greeting Tables EWT Greeting Tables Mailbox Administration Table ID Caption Commands Create Auto Attendant 2 Create Custom Call Routing Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID DNIS Routing Table Expected Wait Time Table Activity Codes Customize MMCC Files Configuration 3 Click the Create link The EWT Greeting Table page appears EWT Greeting Table Expected Wait Time Table ID 1 No Wait Time Interval Greeting ID Commands After all times above Change This table is incomplete and cannot be used by an BAT greeting step until the After all times above greeting has been entered Close N0060620 Chapter 10 Setting up Routing Tables 129 4 Click the Add button The Wait Time Interval page appears NORTEL Wait Time Interval Expected Wait Time Table ID 1 Wait Time Interval hh mm ss Greeting ID Y a 150 10 11 12 In the Wait Time Interval box enter the first EWT value in the format hh mm ss where e hh is number of hours from 0 24 mm is number of minutes from 0 59 e ss is number of seconds from 0 59 Each EWT table has a maximum of eleven entries 10 wait time intervals and 11 greeting numbers You enter a wait time and choose a greeting that plays during the wait time Greetings must be recorded before you can select them for an EWT interval
85. Use previous _ The number of previous calls calls used to calculate EWT 10 EWT increase allowed selected call time used to calculate EWT before the number of calls Initial Call specified in Use Previous is Duration reached Primary or alternate Appears if Bilingual is enabled in the Language system properties Contact Center Set Up and Operation Guide 236 Chapter 19 Contact Center Programming Record Contact Center Greetings Greeting Greeting information number N0060620 Chapter 19 Contact Center Programming Record 237 Intelligent Overflow Routing Skillset Service Mode circle one Conditions Action Day Timer Move to skillset Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset Night Overfl
86. WT greetings EWT greetings notify callers of their expected wait time in a skillset Refer to Recording a Contact Center greeting on page 106 The following table lists examples of EWT greetings Greeting 100 Based on the current volume of calls the next agent will be available in a minimum of two minutes Greeting 101 The expected wait time for your call is approximately three minutes Greeting 102 We re experiencing higher than normal call volumes You will be waiting approximately five minutes Greeting 103 The expected wait time for your call is approximately ten minutes Greeting 150 Thank you for continuing to hold We are experiencing high call volumes Please stay on the line and your call will be answered by the next available agent In these examples greetings 100 103 are wait time intervals Greeting 150 is the last greeting in the table that covers any wait time situation All of the options available for a normal Greeting Step are available for the EWT greeting such as Forced Play and Basic and Advanced Intelligent Caller Input Routing Callers can interrupt an EWT greeting the same way they interrupt a normal greeting Contact Center Set Up and Operation Guide 128 Chapter 10 Setting up Routing Tables To set up an EWT Table 1 Click the Contact Center heading 2 Click the Expected Wait Time Tables link The EWT Greeting Tables page appears You can create a maximum of 20 EW
87. You can receive notification of a message at a maximum of five different destination numbers When the number of retry attempts is reached for each destination number the next number in the series is called For example Contact Center can call your car phone first when there is a message in the skillset mailbox If there is no answer Contact Center waits five minutes and calls your car phone again If there is still no answer Contact Center calls your car phone a third time If there is no answer after three calls Contact Center calls the your home phone Contact Center continues to call at five minute intervals until the call is answered or all of the destinations are called three times Off premise Message Notification the Retry Intervals and Maximum Number of Attempts for skillset mailboxes are assigned through the Class of Service settings in CallPilot Manager Skillset mailboxes have a default Class of Service of 1 Class of Service 1 has these default settings for Off premise Message Notification e Off premise Message Notification enabled e a Retry Interval of five minutes aMaximum Number of Attempts of 3 For information about changing Class of Service settings refer to the CallPilot Manager Set Up and Operation Guide You must assign start and stop times for phone and destinations Off premise Message Notification begins when the start time is reached Set the start time for a time when you are at the destination number so that
88. a Contact Center skillset by adding an internal transfer that transfers the caller to the Control DN of the skillset For more information about transfers and CCR refer to the CallPilot Manager Set Up and Operation Guide Audience This guide is for system administrators who configure and maintain Contact Center on a Business Communications Manager To use this guide you must e be an authorized system administrator e be knowledgeable of CallPilot and Contact Center Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description BCM Business Communications Manager CCR Custom Call Routing CDN Control Directory Number CFAC Call Forward All Calls CFB Call Forward on Busy CFNA Call Forward No Answer CLID Calling Line Identification N0060620 21 Chapter 1 Getting started Table 1 Acronym Description CO Central Office COS Class of Service DID Direct Inward Dialing DN Directory Number DND Do Not Disturb DTMF Dual Tone Multi Frequency EWT Expected Wait Time MWI Message Waiting Indication NVM Norstar Voice Mail Symbols and text conventions These symbols are used to Highlight critical information for the Contact Center system e Caution Alerts you to conditions where you can damage the equipment Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to cond
89. add characters After you add special characters press OK or f Press HEXT or to accept the default pager message represented by xxxx The default pager message sent by CallPilot is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you Or press CHHG or 1_ to change the pager message The combined limit is 30 characters for the pager phone number and the pager message The display shows notification is set up to a pager Press HEXT or to continue Press VES if you want to set up another destination number Or press HO if you do not want to set up another destination number Press OF or f if you want to be notified when the skillset mailbox receives a new message Or press EHHG or if you want to be notified only when the skillset mailbox receives an urgent message Press to end the session Contact Center Set Up and Operation Guide 102 Chapter 7 Off premise Message Notification Deleting a destination number If you have more than one destination number for Off premise Message Notification you can delete a destination To delete a destination number 1 2 Meg notify 3 ADMIN SELECT Hotiful x gt CHHG OTHE HEST Hotifa 1x DEL IHS QUIT Hotifelix CHHG OTHE HEST Hz3 notify 7 ADMIN SELECT Press PBJ Follow the voice prompts or the display button options to open the skil
90. 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 sign up for automatic notification of new software and documentation for Nortel equipment e 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 service To locate the ERC for your product or service go to Contact Center Set Up and Operation Guide 24 Chapter 1 Getting started 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 N0060620 25 C
91. agent the monitoring session ends and you must begin monitoring using 036 to reestablish a monitoring session Ending a session by logging off The session ends if you or the agent are forced to log off or if the agent logs off voluntarily If the agent is on a call at the time of log off but you are still logged on and monitoring the session continues until the call is disconnected or you press CAHCL Conference calls If the agent puts the a call that you are monitoring into a conference call you do not hear the call for the duration of the conference call When the agent goes out of conference you are automatically monitoring the agent again NOTE If you want to monitor agents all the time ask agents not to participate in conference calls On hold calls If the agent puts a call that you are monitoring on hold you do not hear the call while it is on hold When the agent resumes the call you are automatically monitoring the agent again If an agent puts one call on hold and answers another call you can monitor only the currently active call When the agent switches back to the first call this becomes the active call that you are monitoring Using VoIP telephones Silent monitoring is not recommended if both of the parties being monitored are on an IP device that is if your Contact Center uses both IP trunks and agent IP sets or if the caller is using an IP set If the agent is on an IP set and the caller
92. ager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Agents link for the skillset you want to change the agent priority of The Assigned Agents page appears Click the Change link beside the agent s name whose priority you want to change The Change Agent Priority page appears From the Priority list box select the priority you want to assign Click the Submit button The Assigned Agents page shows the new priority Contact Center Set Up and Operation Guide 60 Chapter 5 Setting up skillsets Unassigning an agent from a skillset When you unassign an agent from a skillset the agent is removed from the skillset but is not deleted from Contact Center Before you unassign an agent from a skillset you must disable the skillset See Disabling a skillset on page 61 If you want to delete an agent from Contact Center refer to Deleting an agent on page 45 If you want to log an agent off refer to Forcing an agent off on page 45 To unassign an agent from a skillset Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Agents link for the skillset you want to unassign an agent from The Assigned Agents page appears Click the Unassign link for the agent you want to remove A message appears that asks you to confirm your request to unassign the agent Note If the agen
93. ailbox receives an urgent message Meo notifs 9 Press to end the session ADMIN SELECT N0060620 Chapter 7 Off premise Message Notification 97 To change the destination from phone to another destination Med notify ADMIN SELECT Hot if rhone CHHG EY NEXT Destination FH HE ExT PAGER lt x RETRY Ok Accert xxx RETRY Ok Hotifeizx CHHG HEXT More dest VES HO 1 Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press HDHIH or to set up Off premise Message Notification Press CHHG or to change the destination Press PHOHE or to choose another phone number destination Or press ERT or to choose an extension destination Or press PAGER or to choose a pager number destination Enter the destination number and press OK or J The destination phone number cannot be longer than 30 digits Press OE or to accept the destination number or press RETE or to re enter the destination number Press HEXT or to continue Or press CHHG or to change the destination and repeat steps
94. al greeting If you are in Europe or Australia press Enter the skillset mailbox number and password and then press Follow the voice prompts Skillset mailbox password To decrease the chances of unauthorized access to a skillset mailbox change its password every 30 days Keep a written copy of the skillset mailbox passwords in Skillset mailboxes on page 240 Give the skillset mailbox passwords only to the agents who retrieve messages at your Contact Center For security reasons choose an uncommon password not a predictable password like 1234 or 1111 If someone knows a skillset mailbox password they can access the skillset mailbox and play or delete messages They can also access CallPilot and use it fraudulently or disrupt service Changing a skillset mailbox password You can change a skillset mailbox password at any time A password must be from four to eight digits long and cannot start with zero Contact Center Set Up and Operation Guide 70 Chapter 6 Setting up skillset mailboxes To change a skillset mailbox password 1 Press BBJ Follow the voice prompts or the display buttons to open the skillset mailbox Skillset name gt 2 The skillset mailbox name appears briefly and the recorded name plays 3 If you use the CallPilot interface e Press to open the Mailbox Password menu e Go to step 4 If you use the Norstar Voice Mail interface e Press BDHIH or e Press PSMD or e Go to step 4
95. all Press 2 to return to the previous choices Non business hours greeting Your non business hours greeting will be played after your business is closed You have reached Bridgestone Computers Our hours of service are Monday to Friday from 8 00 until 12 00 and 1 00 until 5 00 To leave a message please press zero An agent will return your call when we re open Thank you for calling Expected Wait Time greeting EWT greetings notify callers of their expected wait time in a skillset Based on the current volume of calls the next agent will be available in two minutes Recording a Contact Center greeting Before you record a greeting write the greeting out so that you include everything that you want to say We recommend that you record greetings that are a maximum of 20 seconds long If your greetings are longer than 20 seconds callers must wait in a skillset a longer time before they hear another greeting N0060620 Chapter 8 Recording Contact Center greetings 107 To record a Contact Center greeting 1 Click the Contact Center heading 2 Click the Greetings link The Contact Center Greetings page appears Contact Center Greetings Mailbox Administration Greeting Status Caption Commands Not Recorded Voice Not Recorded Voice Not Recorded Voice Not Recorded Voice Not Recorded Not Recorded Not Recorded Not Recorded Skillset List NotRecorded General Propert
96. ally N0060620 Chapter 1 Getting started 19 Dynamic call priority You can have the priority of a call changed in the Intelligent CLID DNIS Routing table the Intelligent Caller Input Routing Table and the Intelligent Overflow Routing table With call priority all calls that have a higher priority are handled before lower priority calls no matter how long the lower priority calls are waiting For an example of using Intelligent Overflow Routing to control call priority see Example 2 on page 115 Delegated access to Contact Center You or the System Administrator can create a username and password to give a supervisor access to Contact Center administration Multimedia Contact Center If you have Multimedia Contact Center enabled agents can have multimedia sessions with callers Callers click an HTML link to connect to the Contact Center CallPilot Manager CallPilot Manager is a web based interface you can use to administer CallPilot and Contact Center Call monitoring Agents can monitor the call activity in the skillsets they are logged on to You and supervisors can monitor the call activity per skillset or on a system wide basis Reporting for Contact Center You can generate the System Configuration report to view Contact Center settings If you have Reporting for Contact Center enabled you can view real time statistics and comprehensive management information about the
97. am a memory button that has an indicator with 0 jJ Refer to Programming a memory button with a Feature Code on page 34 Log on Log off g a e logon or off Monitor agents lets you monitor agents BJOG Supervisor Help 91016 lets you take agents help requests Not Ready e extend a Break Time period if agents need time after calls to do paperwork or 91 0118 wrap up tasks For more information about Break Time properties for a skillset refer to Break Time on page 48 Note You can use The Log on Log off and the Not Ready Feature Codes but they are used primarily by agents For information on the Feature Codes used by agents refer to Feature Codes used by Contact Center agents on page 36 Note While you use a feature if you press the Feature button your present feature session ends Do not press unless you want to end your current feature session Contact Center Set Up and Operation Guide 36 Chapter 3 Using Feature Codes Feature Codes used by Contact Center agents If you have Custom Feature Codes record them in the table Feature Codes on page 234 Agent Feature Codes For more information on Agent Feature Codes refer to the Contact Center Agent Guide For more information on Feature Codes used by supervisors refer to the Feature Codes used by Contact Center Administrator and Supervisors on page 35 Agents use this Feature Code To Open Mai
98. an use a headset with it Note You cannot monitor an agent who is onaconference call e using an Answer DN e onanISDN or Digital Mobility set e on any type of call if the maximum number of conference bridges 6 are being used Logging on and monitoring agent calls You must be logged on to monitor and answer calls You cannot log on if the maximum number of agents is logged on if you are logged on to another telephone or if someone else is logged on to your telephone You can log on only to skillsets that you are assigned to To log on and monitor agent calls 1 Press Ce JQ 0 4 2 Enter your Agent ID number and press OK or f 3 Enter your password and press OK or fJ The default password you enter to log on for the first time or if your password is reset is 0000 If you enter the default password you must change your password Enter a new password from four to eight digits long and press OK Enter your new password again and press Contact Center Set Up and Operation Guide 172 Chapter 14 Monitoring Contact Center call activity 10 11 12 13 14 Press IH to log on to one or more skillsets that you want to monitor You can monitor only the agents who are logged on to the same skillset as you If IH does not appear you are already logged on to all the skillsets or there are no skillsets available Press CHHG until the skillset you want to log on to appears on the display The skillset
99. anging a Caller Input rule You can change a caller input rule at any time If you want to change the length for the rules in a Caller Input table refer to To change the rule length for a Caller Input Table on page 152 If you want to change a specific rule in a table refer to To change a Caller Input Rule on page 152 To change the rule length for a Caller Input Table 1 6 Start CallPilot Manager Click the Contact Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Click the Change link for the table you want to change The Rule Table Properties page appears Make the appropriate change to the length Select Fixed or Variable depending on whether you want to create a rule that applies to a dialstring of a fixed or variable length Ifyou select Fixed in the Fixed box enter the number of digits allowed The fixed length can be from 1 to 50 digits e Ifyou select Variable in the Variable boxes type the minimum to the maximum range of caller input digits The minimum value must be 1 or greater The maximum value must be anything greater than the minimum value up to 50 Click the Submit button To change a Caller Input Rule 1 Start CallPilot Manager Click the Contact Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Click the Rules link for the table that has the rule you want to change The Match Table page appears
100. ansfer to an extension With CCR you can replace Automated Attendant menus with a more sophisticated menu that offers callers a wider range of options Delay Answer Delay Answer is a feature that prevents Contact Center from answering calls and playing greetings when there are no agents available When a skillset has Delay Answer activated waiting callers hear ringback When a call comes in on a line for a skillset that does not have any free agents the call is not answered until either the Delay Answer time elapses or an agent becomes available whichever comes first Display Waiting Calls Display Waiting Calls previously known as Queue Status is a Feature Code that you and agents can use to display waiting calls and view real time information about skillsets The Display Waiting Calls Skillset Status Feature Code shows e the skillset number and whether the skillset is enabled or disabled e number of agents logged into the skillset e number of calls waiting e the longest wait time of a call DN DN is a Directory Number or an extension number Dynamic agent priority If you use Enhanced or Professional Contact Center agents can have a different priority depending upon which skillset they are logged on to For example when an agent is a member of the English skillset their priority can be 1 because they are fluent in English Contact Center Set Up and Operation Guide 248 The same agent can have a priority of 3 when t
101. are assigned the priority from 1 20 that you select If a call matches the CLID ANI information in the routing table the call is routed to the skillset you choose You can change the priority from 1 20 of the call in the skillset that is assigned for the line the call comes in on If you select the Multimedia Calls check box you must have a CLID ANI entry either a phone number or an asterisk 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 Contact Center calls are routed to that 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 This is a separate entry from browser only calls DNIS DNIS Dialed Number Identification Service sends a call directly to an internal extension without going through the operator A DNIS number identifies the number the call is made to If a call matches the DNIS information in the routing table the call is routed to the skillset you choose You can change the priority of the call in the skillset that is assigned for the line the call comes in on Multimedia Calls Select the Multimedia Calls check box if you want Multimedia Contact Center calls assigned to this route You must use Business Communications Manager and
102. ased on the status of the calls for the skillsets an agent is logged on to A slowly flashing indicator alerts you that a call has exceeded the Primary alert time A quickly flashing indicator alerts you that a call has exceeded the Secondary alert time The indicator stops flashing when the calls are handled You assign alert times in minutes and seconds There is no default value for alert times For how to program a memory button refer to Programming a memory button with a Feature Code on page 34 Note Agents do not have to be logged on to see the Display Waiting Calls memory button flashing A memory button must be programmed with the Display Waiting Calls Feature Code and the Primary alert time must be set up for the memory button to show waiting calls status MMCC Public Hostname Note The MMCC Public Hostname field appears only if Multimedia Contact gt Center is enabled The Multimedia Contact Center Public Hostname must be a fully qualified domain name FQDN or the IP address of the Business Communications Manager Contact Center Set Up and Operation Guide 162 Chapter 13 Setting up Contact Center general properties f you have no firewall or you use the Business Communications Manager as the firewall enter the external IP address of your Business Communications Manager system If you use a dedicated firewall proxy server enter its external IP address For more information refer to t
103. ay Waiting Calls eJ Bj c che Open Mailbox Le Jlp 8Jl e 9 Log on Log off Le Jj e _ Not Ready Le Jlej00 8J e 9 _ Voicemail DN Le 9 8 5J eJ Bb Operator status Le Jig gj 2 e 9 _ Supervise Le jig fo 6 e 9j _ Supervisor Help e 0 6 Oe ee General Contact Center properties Number of Reserved channels Primary alert time limit in mm ss Secondary alert time limit in mm ss Master Client Address Enable Caller ID Supervisor Help CLID settings Operator Business Status Password OPERATOR 67372867 Receptionist or Operator available Y N Business open Y N Answer lines Receptionist or Operator extension Skillset Number ___ Manual Day Night Could EE Skillset Number Service Manual Day Night These settings are usually changed by the receptionist or Operator on a daily basis N0060620 Chapter 19 Contact Center Programming Record 235 Contact Center skillsets Skillset Rules Default Skillset parameter Skillset name Maximum 16 characters SKILLn Extension cannot be used by Control DN CDN another telephone or peripheral MWI extension Method Least Busy or Preferred Least Busy Enter as mm ss minimum 00 min 00 sec Break Time maximum 59 min 59 sec 00 30 Enter as mm ss minimum 00 min 00 sec Delay answer maximum 10 min 00 sec 00 00 Attendant ext Attendant extension for the skillset If clear the operator extension is used not selected
104. ble You can add a Goto step only to the end of a routing table To add a Goto step 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset link The Skillset List page appears Click the Day or the Night link for the skillset you want to add a Goto step to The Day or the Night Routing Table page appears Click the Insert link for the step you want to add a Goto step to The Routing Step page appears Click the Goto Step option From the Goto Step list box select the number of the Routing Table step you want to send callers to Click the Submit button The Goto step appears in the Routing Table list Click the Close button to return to the Skillset List page Adding a Transfer step Transfer steps send a caller to an extension external number mailbox operator Auto Attendant or CCR Tree If you choose Transfer to Auto Attendant and have a CCR Tree assigned to the Auto Attendant Greeting Table the call automatically transfers to the Home node of the CCR Tree The Contact Center caller will not hear the Auto Attendant greeting If you want the caller to hear the Auto Attendant greeting when you choose Transfer to Auto Attendant as a step in the greeting table select one of the following methods Choose Transfer to Auto Attendant and set the CCR Tree to None in the Auto Attendant greeting table setup Choose Transfer to Auto Attendant and assign a CCR Tree to the Auto Attendant greeting tab
105. caller s callers mailbox mailbox CallPilot reply to the caller s Call Sender P to transfer to the internal caller s extension extension leave a message in the Ferla to record and send a reply to the callers mailbox internal caller s mailbox N0060620 Chapter 6 Setting up skillset mailboxes 83 To reply to an internal caller Norstar Voice Mail 1 i new B saved 2 PLAY REC ADMIN End of message 3 REPLY ERASE NEXT Fer ls to msa 4 MSG CALL QUIT Press Ce J 9 8 1 Follow the voice prompts or the display button options to open the skillset mailbox Press PLAY orf After you listen to the message press REPLY or 9 Press CALL or to call the caller or press HSG or to record and send a reply To reply to an internal caller CallPilot 1 Replying to an external caller Press J Follow the voice prompts or the display button options on your telephone to open the skillset mailbox A mailbox summary is announced While you are in your message list you can play any message Press 2 to play the current message Press 9 to call the caller or press to record and send a reply You can reply to an external caller if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it For information about outdial method refer to Assigning an outdial method to a skillset mailbox on page 86 Before yo
106. ctivity Codes 0 00 c eee eee 185 Ino P 186 Examples or Autopeg calls iuuelaza diene duet ddira eee Ead Rok e 186 System Activity Gode s lt sncacibavares boise ko eon Rx RE NUR E RR RA 187 System Activity Codes that Contact Center records 0000 ee eee 187 Examples of System Activity Code calls 0000 0c eee eee eee 188 Prompted and Optional Activity Code logging liiis 188 Examples of Prompted and Optional Calls llle 189 How Activity Codes interact with system features 0 0000 e eee 190 TRNSIGMOAGEN 6252042 boven deer eet TTE ING RR ant ERN E ERA EA EE 190 ESSERE DES cd ucecocd eode a oun S a adeo apr eee SRE ren 191 Contact Center Set Up and Operation Guide 12 Contents Creating changing and deleting Activity Codes lille 193 liiponinpg ACK CodeS vocis ELEC PR RUE IER Rog E ART RM AES ERS UE 194 Creating a list of Activity Codes 0 0 0 2 194 Communicating Activity Codes to supervisors and agents ise 196 Assigning Activity Code settings to agents and skillsets lun 197 Generating Activity Code reports ai escri sssriecnr ta awra seh 197 How agents enter Activity Codes 0000 e eee ree 197 Chapter 16 Tips for operating Contact Center 00 eee ee eee 199 Do DECR UU I TRATTE D TL 199 Sullset admisit eusirsiilieed4 sees SREREXSIISUARARXUG TREES RR ES 199 Co
107. ctivity Codes To set up or change Activity Code settings for an agent Refer to e Adding an agent or a supervisor on page 40 e Adding more than one agent on page 42 e Changing agent information on page 44 To set up or change Activity Codes for a skillset Refer to Setting up or changing a skillset on page 50 Generating Activity Code reports You can generate Activity Code reports that are sorted according to Activity Code skillset and agent For information on generating these reports see the Reporting for Contact Center Setup and Operations Guide You can view a list of your Activity Codes by ID name and description in the System Configuration report For more information see To generate the System Configuration Report on page 167 How agents enter Activity Codes e J 9 0 7 is the Feature Code for Activity Codes We recommend that agents program e J9 0 7 to a memory button on their telephone For how to program a Feature Code to a memory button see Programming a memory button with a Feature Code on page 34 1 During or after a call but before the end of the active peg period the agent presses 910 J If an agent is Prompted and has not entered an Activity Code by the end of the call an 9 0 7 session starts automatically Activity Id 2 The agent enters the Activity Code number and presses OK RETR OF Sales surrort 3 The Activity Code name is displayed in this e
108. d the call goes back to the skillset and the agent will be made not ready or logged out depending on your Contact Center configuration e if the agent has Call Forward configured on their set CFAC CFNA CFB Ask your administrator to check that your CDNs are valid Check that lines are assigned to only to one skillset Do not assign Contact Center lines directly to sets Tells agents that if they use CFNA to program their telephones CFNA to the voicemail extension or the skillset extension if they do not have a mailbox If agents use T7316 sets all Contact Center Feature codes F904 908 and 909 must be programmed to one of the bottom five keys on each side of the display Set your Transfer Callback to a higher value than the ring delay for CFNA Contact Center never answers calls or takes a long time to answer calls Check e that your skillset is enabled e that disconnect is not the first step of a routing table e in your skillset parameters how long your Delay Answer is e the number of rings configured for your Contact Center lines in Auto Attendant e that you have correctly configured the CDN for the skillset e ask your System Administrator to check that your CDN is valid a In Element Manager in the Configuration panel click the Resources folder and then click the Telephony Resources task b Select a Station Module or change an Unequipped Bus to Station Module Buses one and eight cannot be used as they are reserved for
109. d Properties Agents Day Night Service Mode Overflow Enable Unconfiqure 4 Ifyou want to set up a skillset click the Configure link for the skillset you want to set up or if you want to change a skillset click the Properties link for the skillset you want to change The Skillset Properties page appears NORTEL Skillset Properties Skillset 1 Control DN Name SKILL MWI DN _ optional Method Least Busy v Break Time 00 30 mm ss Read warning before changing Delay Answer 00 00 mm ss Attendant Ext optional Use Previous ho calls to calculate EWT EWT Increase Allowed v Initial Call Duration 00 03 00 hh mm ss sc Code Entry Optional v N0060620 Chapter 5 Setting up skillsets 51 10 11 12 13 14 15 16 17 18 In the Control DN box type the extension for the skillset For more information refer to Control DN on page 48 In the Name box type the name for this skillset The skillset name can be a maximum of 16 characters In the MWI DN box type the extension of the telephone that you want to display the Message Waiting Indicator for the Skillset Mailbox If you plan to use an Attendant Extension you must enter an MWI DN From the Method list box select Least Busy or Preferred The default is Least Busy In the Break Time box enter the Break Time period The default Break Time is 00 30 In the Delay Answer b
110. determines which waiting call must be handled next This is the call with the highest priority or if all the waiting calls have the same priority the call with the longest wait time Contact Center then determines the right agent to handle the call If the skillset s method of call distribution is Preferred Contact Center finds the available agents assigned to and logged in to the skillset and chooses the one with the highest priority If the method is Least Busy the agent that has been available longest is routed the call Contact Center general parameters e Do not assign all the available voice channels as reserved channels Contact Center can use any voice channel but reserved channels are never used by voicemail e A reserved or voice channel is used when Contact Center greeting is played to a caller Off premise Message Notification notifies you of a message in a skillset mailbox N0060620 Chapter 16 Tips for operating Contact Center 201 How to calculate the longest time a caller can be on hold The formula used to calculate the longest wait time a caller can be on hold without hearing a greeting is maximum calls Wait Time voice channels 1 x maximum greeting length where e wait time is the longest time in seconds that a caller can be on hold without hearing a greeting maximum calls is the maximum number of calls that Contact Center can normally handle Ina contact center where e
111. dication MWI extension is displayed If there are messages in the skillset 1 mailbox MWI appears at this extension You assign the MWI extension when you set up the skillset If Unawail appears you have not set up an MWI extension Press next to view the skillset mailbox number and MWI extension for each skillset Press CC to end the session Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it Choose a password for the skillset mailbox that is between four to eight digits long and does not start with zero Give the skillset mailbox passwords to the agents who are responsible for retrieving messages Initializing a skillset mailbox involves choosing a password from four to eight digits long that does not start with zero changing the skillset mailbox default password to the new password recording the skillset mailbox name in the Company Directory N0060620 Chapter 6 Setting up skillset mailboxes 67 To initialize a skillset mailbox 1 2 Must change Pswd 3 Fzud 4 RETRY Ok Haain 5 RETRY Ok Record name 6 RETRY Ok Accert name 7 RETRY PLAY Ok Press 9 6 1 Log on by following the voice prompts Use the skillset mailbox number and 0 0 0 0 J the default password This display appears briefly to indicate that you must change the password En
112. disable a skillset refer to Disabling a skillset on page 61 1 2 3 Start CallPilot Manager Click the Contact Center heading Click the Skillset List heading The Skillset List page appears Click the Day or the Night link for the skillset with the routing table you want to change The Day or the Night Routing Table page appears for the skillset Contact Center Set Up and Operation Guide 146 Chapter 10 Setting up Routing Tables 8 Click the Modify link for the step you want to change The Routing Step page appears Make the changes you want to the routing table step Click the Submit button The changed step appears in the Routing Table list Click the Close button to return to the Skillset List page To delete Routing Table steps You must disable a skillset before you can delete its routing table steps For how to disable a skillset refer to Disabling a skillset on page 61 1 2 3 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Day or the Night link for the skillset with the step you want to delete The Day or the Night Routing Table page appears for the skillset Click the Delete link for the step you want to delete A message appears that asks you to confirm the deletion Click the OK button The step is deleted from the Routing Table list Click the Close button to return to the Skillset List page
113. dle have a call on hold or are on a non Contact Center call An agent can cancel Supervisor Help at any time before a supervisor answers the request When an agent requests Supervisor Help Contact Center looks for a single suitable supervisor to handle the request If no supervisor is available or the selected supervisor denies or ignores the request the request is escalated You set up supervisor selection to be either system wide or skillset based System wide selection looks for all the available supervisors Skillset based selection looks for only the supervisors who are assigned to the skillsets the agent is logged on to Configuring Supervisor Help To set up Supervisor Help you must configure the general Contact Center properties for request timeout and supervisor selection method For information about Refer to Programming Supervisor Help Setting up general Contact Center properties on page 163 Supervisor Help settings Supervisor Help Request Timeout on page 162 Selection Method Supervisor Help From on page 162 How to handle Supervisor help requests Supervisors can program the Supervise feature F906 onto a memory button of their telephone Hele aa IMFO VES HO 1 Launch Supervisor Help by pressing 9 0 6 or the F906 memory button on your telephone 2 The display shows the ID of the agent who is requesting help Press ES to accept the agent request for he
114. e 57 Break Time Break Time is a time period for agents to complete paperwork after they finish a call After an agent completes a call they are taken out of the skillset for the Break Time The agent can extend or cancel the Break Time by using the Not Ready Feature Code For more information refer to Not Ready on page 35 The Break Time period can last from 00 00 to 59 59 The Break Time defaults is 00 30 seconds You can change the Break Time period to 00 00 if an agent does not need a Break Time If your Contact Center uses Activity Codes set the Break Time to longer than 10 seconds to allow time for Activity Code entry N0060620 Chapter 5 Setting up skillsets 49 Delay Answer Delay Answer is a toll saving feature that prevents Contact Center from answering calls and playing greetings when there are no agents available When a call comes in on a line belonging to a skillset that has no free agents the call is not answered until either the Delay Answer time elapses or an agent becomes available whichever happens first During the Delay Answer time the waiting callers hear ringback To activate the Delay Answer feature enter a time for Delay Answer The Delay Answer time can be a minimum of zero seconds and a maximum of 10 minutes The default Delay Answer time is 00 00 Attendant extension Prompt Language The attendant extension is the extension used if a caller requests to talk to the operat
115. e No Peg System Activity Code is 9999999999999999 Held Call Abandoned for calls on hold that are abandoned If an agent puts a call on hold and the held caller hangs up Contact Center records the Held Call Abandoned Activity Code using the time the caller was on hold The Held Call Abandoned Activity Code is 9999999999999998 Contact Center Set Up and Operation Guide 188 Chapter 15 Activity Codes Examples of System Activity Code calls Example 1 No Peg A call where the agent does not enter an Activity Code Time Activity Peg time 9 00 Start of call 9 10 End of call If Activity Codes are Prompted and the agent does not enter an Activity Code Contact Center starts a F907 session If the Break Time is 0 Contact Center does not start a F907 session Whether Activity Codes are Prompted or Optional if the agent does not enter an Activity Code Contact Center records the No Peg System Activity Code for 10 minutes Example 2 Held Call Abandoned and No Peg A Prompted call where an on hold caller hangs up Time Activity Peg time 9 00 Start of call 9 05 Agent puts call 1 on hold 9 05 Start of call 2 9 07 Call 1 on hold hangs up Contact Center records the Held Call 2 minutes Abandoned System Activity Code for 2 minutes and the No Peg System 5 minutes Activity Code for 5 minutes Prompted and Optional Activity Code logging You apply the Pr
116. e active peg period Contact Center counts Activity Code 1 2 and 3 for an additional 12 minutes The count is 1 for each Activity Code Time Activity Peg time 9 00 Start of call 9 06 Agent enters Activity Codes 1 2 3 6 minutes N0060620 Chapter 15 Activity Codes 187 9 18 End of call End of active peg period Contact Center autopegs Activity Codes 1 2 3 12 minutes System Activity Codes System Activity Codes track statistics that cannot be tracked directly by agents Agents cannot enter System Activity Codes They are automatically recorded by Contact Center when it detects certain activities System Activity Codes appear in the Activity Codes table but you cannot modify or delete them Importing Activity Codes does not affect your System Activity Codes They are not part of the maximum 2 000 entries in the table System Activity Codes use reserved values in the range 9999999999999901 to 9999999999999999 and appear in Activity Code reports System Activity Codes that Contact Center records No Peg when No Activity Code is entered If the agent does not enter an Activity Code by the end of the active peg period Contact Center records the No Peg System Activity Code If an agent enters an Activity Code as their Break Time is ending it is possible that Contact Center will not record the Activity Code and will record the No Peg System Activity Code instead Th
117. e or line pool number e if you want to transfer the call to the Automated Attendant select Transfer to Auto Attendant From the list box you can select the Greeting Table you want to transfer calls to or None e if you want to transfer the call to the operator select Transfer to Operator e if you want to transfer the call to a CCR Tree select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to Note You or the System Administrator must set up a CCR Tree before you can select it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation Guide 7 Click the Submit button The Transfer step appears in the Routing Table list 8 Click the Close button to return to the Skillset list Adding a Disconnect step Disconnect steps release a call from the skillset it is in If the first step in a routing table is a Disconnect step Contact Center does not answer the call Contact Center Set Up and Operation Guide 138 Chapter 10 Setting up Routing Tables To add a Disconnect step Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillsets List page appears Click the Day or the Night link for the skillset you want to add a disconnect step to The Day or the Night Routing Table page appears Click the Insert link for a step in the routing table The disconnect step is added before this step To add the d
118. e the skillset properties or administer the lines Before you unconfigure a skillset 1 disable the skillset by following the procedure Disabling a skillset on page 61 2 unassign any lines that are assigned to it by following the procedure Configuring lines on page 156 Warning If you unconfigure a skillset you delete the skillset properties and the A programming for the skillset The skillset properties deleted include the assigned agents day and night routing tables service mode overflow table and skillset mailbox To unconfigure a skillset 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears 4 Click the Unconfigure link for the skillset you want to unconfigure A message appears that asks you to confirm the request to unconfigure the skillset 5 Click the OK button The programming for the skillset is removed from the Skillset List page Contact Center Set Up and Operation Guide 64 Chapter 5 Setting up skillsets N0060620 65 Chapter 6 Setting up skillset mailboxes About skillset mailboxes Each skillset has a mailbox that stores messages left by callers A skillset mailbox is created automatically when you set up a skillset There is one skillset mailbox for each skillset The skillset mailbox number is the same as the Control Directory Number CDN of the skillset Skillset mailboxes have these Class of Service s
119. eature Code To Open Mailbox open skillset mailboxes eJ record skillset mailbox greetings e listen to messages in the skillset mailbox Operator Settings e set or change the operator extension eJ e indicate whether the operator is available Select the day and night service modes for skillsets change the password for Operator Settings For more information on using the Operator Feature Code refer to Setting the Service Mode for skillsets on page 140 and Resetting the Operator password on page 223 Voicemail DN e ejeje display the skillset mailbox number Control DN for each skillset e display the extension for Message Waiting Indication for the skillset mailbox resetthe passwords of the Contact Center Administrator and the operator For information on the Control DN refer to Determining a skillset mailbox number on page 65 For information on resetting the Operator and Contact Center Administrator passwords refer to Resetting the Operator password on page 223 Display Waiting Calls Skillset Status view real time status information about skillsets You can see how busy your Contact Center is so that you can adjust skillset staffing 90e e view whether a skillset is enabled or disabled e view the number of agents logged on to the skillset e view the number of calls waiting e view the longest wait time of a call To provide easy one button access to the this feature progr
120. ed Play greetings and keep Forced Play greetings as short as possible Long Forced Play greetings increase the transfer time of calls to agents and cause unpredictable increases in distribution times For more information refer to Routing Table administration on page 200 Intelligent Caller Input Routing Basic While the greeting plays callers can e press i to transfer to the Automated Attendant e press 0 to transfer to the Operator e press P to leave a message in the skillset mailbox e press 2 to transfer to a CCR Tree These are the default keypad buttons You can change the keypad buttons Ensure that the Non business hours greetings have Intelligent Call Input Routing Basic enabled so that callers can direct how they transfer their calls N0060620 Chapter 10 Setting up Routing Tables 133 Intelligent Caller Input Routing Advanced Intelligent Caller Input Routing Advanced uses the Caller Input Rules you create to change the priority and route calls to other skillsets or locations based on caller multidigit DTMF input Callers enter a sequence of DTMF digits such as a charge card number or passcode The caller input is used to determine call treatment Based on the caller input the call can change in priority and or be routed to e the Automated Attendant e the Operator e the skillset mailbox e aCCR Tree amailbox anextension e an external number
121. eeting for everyday use The Alternate skillset mailbox greeting is an optional greeting you can record for special circumstances If your Contact Center subscribes to Caller ID you can record Personalized skillset mailbox greetings If you record Primary and Alternate skillset mailbox greetings you must choose which greeting plays to callers who reach the skillset mailbox You can also record greetings in an Alternate Language Callers can press P while the greeting is playing to listen to the voice prompts in the Alternate Language Remember to inform callers in the Primary skillset mailbox greeting that they can press P to hear the Alternate Language The skillset mailbox must use the Norstar Voicemail interface for callers to be able to press Q to hear the Alternate language Callers cannot select an alternate language if the skillset mailbox uses the CallPilot interface If the Operator Status is set to Yes and a caller presses 0 during the skillset mailbox greeting the caller transfers to the receptionist or Operator For information about Operator Status refer to the CallPilot Manager Set Up and Operation Guide Inform callers in the skillset mailbox greetings that they can press 0 to speak to the receptionist or Operator If the Operator Status is set to No a caller who presses 0 during the skillset mailbox greeting is informed the Operator is not available and is transferred to the skillset mailbox Examples of Prima
122. elete Create Create Create Create Contact Center Set Up and Operation Guide 148 Chapter 11 Creating Caller Input Rules 4 Click the Create link for the Caller Input Rules Table you want to add a rule to The Rule Table Properties page appears Rule Table Properties Rule Table 1 Length Fixed C Variable Submit Cancel Select Fixed or Variable depending on whether you want to create a rule that applies to a dialstring of a fixed or variable length e Ifyou select Fixed in the Fixed box enter the number of digits allowed The fixed length can be from 1 to 50 digits e Ifyou select Variable in the Variable boxes type the minimum to the maximum range of caller input digits The minimum value must be 1 or greater The maximum value must be anything greater than the minimum value up to 50 Click the Submit button You return to the Caller Input Rules Tables page Click the Rules link for the table you want to create a rule for The Match Table page appears Match Table Rule Table 1 Match String Action Commands N0060620 Chapter 11 Creating Caller Input Rules 149 8 Click the Add button The Match Rule Setup page appears Match Rule Setup Rule Table 1 Match String Action Move to Skillset O Send to Skillset Mailbox O Transfer to Extension O Transfer to Mailbox O Transfer to External Outdial Method Line LinePool f O Transfer to A
123. elete an ACIM COUe iieii i 194 To importa istat ACV Ey COR cies patrie rrt CER n e EDI RetE PEYEEER E COR ERE ERE eG 195 To set up or change Activity Code settings for an agent eessssesesesss 197 To set up or change Activity Codes for a skillset eessseeeeeeeeeees 197 Tips for operating Contact Center 200 e eee eee eee 199 Examples of Contact Center configurations 203 Troubleshooting Contact Center 00 e eee eee eee eee 223 To reset the Operator password using CallPilot Manager eeeeeeeeees 223 To reset the Operator password using a phone seesseseeeneeenee 224 To reset the Contact Center Administrator password sssssesesee 224 To change s SACI mailbox Gus siccare CREE Roda ERO Re Ee ERERNER tmt Eh Era FH REX EINER 228 Contact Center Programming Record ssllsseesse 233 Contact Center Set Up and Operation Guide 6 Task List N0060620 Contents Chapter 1 Getting Slaried 6 ccccciccetwses ier sdascdeveces en tees eerueenes 15 ARONS GNE arretrare A REDE doe er chee EET S Shedd Seded hee Pees 15 About Contact Center ascicackatanciex ks CRGA AGUA RW POUR RA Kad 15 Contact Center Upda cio cascos ee uer rmx ce Sie c Ea ER eR E aes 15 Contact Center Tat BB 1 io aad de oan Lae dese RAN otaw EEEa 18 Using CallPilot call routing with Contact Center
124. ent CLID DNIS Routing CLID DNIS Routing is the initial routing that Contact Center calls encounter The CLID DNIS Routing you set up lets Contact Center route calls quickly based on their incoming line number Callers are routed to skillsets depending on who the caller calls the line the call comes in on or where the caller is calling from Intelligent Overflow Routing Intelligent Overflow Routing uses routing rules you create to overflow change the priority of and move calls to multiple skillsets a skillset mailbox an internal or external number a mailbox a CCR Tree the Automated Attendant or an operator Least Busy Least Busy previously called Longest idle is a method of call distribution that routes calls to the agent who has been available the longest The other method of call distribution is Preferred MWI See Message Waiting Indication N0060620 249 Memory button indicator Memory button indicators are the triangular shaped indicators on a phone next to the memory buttons Memory button indicators can be used to monitor call activity and view the Login Logout status and the Not Ready status of agents Message Waiting Indication MWI The Message Waiting Indication appears on a phone display as Message for you when there are new messages Message Waiting Indication extension MWI extension or MWI DN For each skillset mailbox you can assign a phone as the designated MWI extension The Message Wait
125. enter subscribes to Caller ID you can record a maximum of three Personalized greetings for each skillset mailbox For Personalized skillset mailbox greetings you program Contact Center to recognize a specific telephone number The Personalized skillset mailbox greeting plays only for a call from the specific telephone number N0060620 Chapter 6 Setting up skillset mailboxes 75 If you record a Personalized greeting program the skillset mailbox to receive messages and choose an Alternate mailbox greeting the Personalized greeting takes precedence over any other greetings If you program the skillset mailbox not to receive messages and choose an Alternate mailbox greeting the Alternate mailbox greeting takes precedence over any other greeting including Personalized mailbox greetings In the Personalized skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory For example Hi John You have reached the Sales Department at Bridgestone Computers At the sound of the tone please leave your order One of our agents will return your call if you need to speak to someone directly Thank you To record a Personalized skillset mailbox greeting 1 Press Be Follow the voice prompts or the display button options on your telephone to open the skillset mailbox Skillset name gt 2 The skillset mailbox name appears briefly 3 If you use the CallPilot interface Press to open the
126. ents are active About adding agents Before you can add agents to your Contact Center you must purchase and enable a keycode for the number of agents that you want to add The number of agents you can add to your Contact Center is determined by the number of agents the keycode enables For information on how to enable a keycode refer to Enabling keycodes on page 26 For more information about Contact Center agents refer to the Contact Center Agent Guide Agent properties Agent ID Each agent is assigned a unique ID number Contact Center assigns the lowest available ID number You can assign a different ID number Statistics are collected and reported for each ID number For more information on statistics refer to Monitoring call activity on page 169 and the Reporting for Contact Center Set Up and Operation Guide Name The agent name can be a maximum of 13 characters If you do not enter a name a default agent name appears as the word Agent and the ID number for example Agent12 Supervisor Super represents the status of the agent No in the Super column means that an agent that does not have supervisor status Yes in the Super column means that an agent has supervisor status Automatic Answer Automatic Answer is optional Select Automatic Answer if you want to force deliver calls to an agent If Automatic Answer is enabled the agent hears a tone on their telephone and headset that indicates that a call is del
127. ents unless you use a telephone handset The 12001 does not support Handsfree or a headset e 12002 and i2004 IP telephones If you connect the headset before you initialize the phone calls are heard over the speaker If you initialize the IP telephone before you plug in the headset calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button Calls always ring at the IP telephone Every time you reconnect the headset you must initialize the headset Meridian and Norstar telephones If you use a headset calls ring at the telephone and the headset but calls go to the headset N0060620 Chapter 18 Troubleshooting Contact Center 227 Business Series Terminals If you connect the headset before you connect the telephone cable to the phone jack calls goes to the handsfree speaker If you plug in the telephone before you connect the headset calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button Calls always ring at the set Every time you reconnect the headset you must initialize the headset T7316e This type of telephone supports Automatic Answer Follow me browsing Multimedia Contact Center Agents only Follow me browsing does not work with embedded Flash animations If an agent clicks a Flash button the image the agent sees is not displayed to the caller Tell agents that if the page they a
128. erflow Rule Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears If the Skillset is Enabled click the Disable link Click the OK button to confirm N0060620 Chapter 9 Setting up Intelligent Routing 123 Click the Overflow link for the skillset with the rule you want to modify The Overflow Rule Table page appears Click the Modify link for the rule you want to modify The Overflow Rule page appears Change the mode conditions or actions for the rule Click the Submit button The modified rule appears in the Overflow Rule Table page Click the Enable link Click the OK button to confirm 10 Click the Close button To delete an Intelligent Overflow Rule 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Overflow link for the skillset with the rule you want to delete The Overflow Rule Table page appears Click the Delete link for the rule you want to delete A message appears that asks you to confirm the deletion Click the OK button The rule is deleted from the Overflow Rule Table page Click the Close button Contact Center Set Up and Operation Guide 124 Chapter 9 Setting up Intelligent Routing N0060620 125 Chapter 10 Setting up Routing Tables About Routing Tables Routing tables determine how the system answers holds a
129. ettings they use the primary prompt language their maximum message time is 15 minutes their maximum message length is three minutes their maximum message retention is 30 days they have a maximum greeting length of one minute The default Class of Service for skillset mailboxes is 1 To prepare a skillset mailbox to receive messages know the skillset mailbox number CDN of each skillset mailbox If you do not know the skillset mailbox number refer to Determining a skillset mailbox number on page 65 initialize the skillset mailbox record the skillset mailbox greetings You can use the table Skillset mailboxes on page 240 to record the skillset mailboxes you set up Determining a skillset mailbox number You must know a skillset mailbox number before you can set up the skillset mailbox The skillset mailbox number is the mailbox s Control DN If you know the skillset mailbox number you can initialize the mailbox Refer to Initializing a skillset mailbox on page 66 Contact Center Set Up and Operation Guide 66 Chapter 6 Setting up skillset mailboxes To determine a skillset s mailbox number and Message Waiting Indication telephone 1 Set HKHH 2 HEST COM 1c 3 HEST fas 4 HERT 5 6 Press 9 8 5 Press HEXT The skillset mailbox number for skillset 1 is displayed If Hone appears the skillset is not configured Press HEXT to continue The Message Waiting In
130. eve an erased message Norstar Voice Mail After you erase a new or saved message the number of new or saved messages shown on the display is decreased by one Even though the display shows 0 new 0 saved you can still play and retrieve any erased skillset mailbox messages Press PLAY or to listen to the erased message To retrieve an erased message CallPilot You can retrieve a deleted message A deleted message remains in the skillset mailbox until you end the current session Locate the deleted message Then press 7 6 to restore the message After you play the erased message you can restore it If you end the current session without restoring the erased message it is permanently erased from the skillset mailbox Replying to messages You can reply to internal and external callers You can reply to an external caller if your company subscribes to CLID The messages you record must be longer than three seconds The system times out after five seconds of silence Use the procedure for replying to messages that applies to the interface you use e To reply to an internal caller Norstar Voice Mail on page 83 e To reply to an internal caller CallPilot on page 83 Replying to an internal caller If you use and you want to use Norstar Voice Mail reply to the caller s CALL to transfer to the internal callers extension extension leave a message in the 1G to record and send a reply to the internal
131. f the system If the system times out while you are setting up Contact Center the settings are still entered in the system To continue programming you must log on again and change the settings Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters Each button represents a number and letters of the alphabet To enter a character Press the dialpad button that represents the letter or number Press the button again to see the next letter or number To accept a character Press or press another button When you press another button the cursor advances and the display shows the first character on the new button To delete a character Press the BESP display button Contact Center Set Up and Operation Guide 30 Chapter 2 About setting up Contact Center Letters and numbers on the dialpad 1 2 ABC2abc 8 DEF3def GHIA4ghi 5 JKL5jkl 6 MNO6mno Quit 0 QZ Zeroqz Accepts the displayed letter enters a comma The display can show up to 16 characters The prompt remains on the display if you enter fewer than ten characters If you enter information where the prompt and the information is fewer than 16 characters you can see both the prompt and the information you enter Pzud 1111 This is an example of a display with fewer than 16 characters where OTHE RETRY OK the command line prompt remains on the display Hame
132. f you have not set up Off Premise Message Notification and are setting it up for the first time If you have set up Off Premise Message Notification refer to the section on Changing Off premise Message Notification on page 95 To set up Off premise Message Notification to refer to a phone number page 87 an extension page 89 a pager page 91 To set up Off premise Message Notification to a phone number 1 Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Meg notifs 3 Press BDHIH or 1_ to set up Off premise Message Notification ADMIM SELECT Destination Press PHOHE or to choose a phone number destination FHO HE EXT PAGER Contact Center Set Up and Operation Guide 88 Chapter 7 Off premise Message Notification Phi 5 Enter the destination phone number and press OK or The RETRY Es destination phone number is a maximum of 30 digits lt x 6 Press OK or 4 to accept the destination phone number represented ADL OK by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompt
133. ff premise Message Notification to a pager number 90 to a telephone number 87 to an extension number 89 skillset parameters 50 Silent Monitor 61 169 Silent monitor conference bridges 173 conference calls 173 IP telephones 173 ISDN sets 173 on hold calls 173 transferred calls 173 Skillset 24 Hour Service mode 114 about 47 assigning agents 57 assigning hours of operation 139 Break Time 48 Control DNs 48 Day mode 114 default mode 114 Delay Answer 49 disabling 61 DNs 48 enabling 61 227 how calls are received 47 how lines are answered 47 language preference 49 maximum greeting length 201 Message Waiting Indication extension 48 Method of Call Distribution 48 MWIDN 48 name 48 250 night mode 114 problems changing general parameters 227 problems enabling 227 properties 48 Service Mode 114 setting up 47 start and end times 17 unconfiguring 63 Contact Center Set Up and Operation Guide 256 Index viewing agents in 60 Skillset mailbox about 65 changing password 69 checking for messages 77 Class of Service 65 determining MWI extension 35 determining number 35 greeting example 71 75 initializing 66 leaving a message in 200 202 listening to messages 77 Message Waiting Indication extension 65 messages 77 messages waiting 249 number 48 65 opening 68 opening remotely 68 password 66 69 password changing 69 resetting password 70 retrieving messages 78 tips 200 202 Skillset parameters Control Director
134. flow Routing determines that a condition is met for the call the call goes to the destination you specify Possible actions are moving the call to a new skillset The caller hears the greetings for the new skillset e overflowing the call to one or more skillsets The caller continues to hear the greetings from the original skillset sending the call to the skillset mailbox transferring the call to an extension external number mailbox skillset mailbox Automated Attendant CCR Tree or operator N0060620 Chapter 9 Setting up Intelligent Routing 115 changing the priority of the call Note Note if an overflow step is configured for No Agents the overflow rule executes right away and even a forced greeting will not play If you want to play the greeting configure a timer with the No Agents rule Examples of Intelligent Overflow Routing rules Intelligent Overflow Routing gives you flexibility in setting the rules for how calls are handled The following tables show examples of different ways you can configure Intelligent Overflow Routing rules Example 1 In this example calls to the contact center go to skillset 1 which is the company s service department If a call is not answered by an agent within two and a half minutes the call overflows to skillsets 2 and 3 the sales department skillsets An agent from any of the three skillsets can answer the call The Contact Center Administrator selects
135. fter an agent completes a call they are taken out of the skillset for this Break Time The agent can extend or cancel the Break Time by using the Not Ready Feature Code Contact Center Set Up and Operation Guide 246 CCR See Custom Call Routing CDN See Control Directory Number Contact Center Contact Center receives holds and routes calls to agents in a contact center contact center A contact center is a department or a business that uses Contact Center to handle numerous incoming calls A contact center typically employs several agents to answer calls Contact Center Administrator The Contact Center Administrator sets up and manages the day to day operation of a contact center The Contact Center Administrator monitors the overall performance of the contact center and balances the staffing according to call traffic demands Call Forward All Calls This feature forwards all calls from a phone to another extension number For example all calls from a telephone can be forwarded to the CDN of a skillset Call Forward No Answer This feature forwards unanswered calls from a phone to another extension number A call is considered unanswered if no one answers the call before a specified number of rings Call Forward On Busy This feature forwards all calls from a phone to another extension if all the lines assigned to the phone are busy CallPilot CallPilot is a versatile business communications tool that yo
136. g 130 table setting up 128 wait time interval 129 F Feature 983 telephone administration 17 Feature Codes 33 Activity Codes 36 agent 36 Custom Feature Codes 36 descriptions 35 36 Display Waiting Calls 35 36 161 169 175 N0060620 Index 253 Log off 35 36 Logon 35 36 Monitor Agents 35 Monitor skillsets 36 Not Ready 36 Open Mailbox 35 36 Operator Settings 35 programming memory buttons 34 Skillset Status 35 Supervisor Help 35 36 Voicemail DN 35 Forced Play greetings 132 200 Formula for waiting calls 201 Forwarding a message 81 G General Contact Center parameters 163 Greeting caption 109 110 134 exporting 110 importing 109 recording 111 Greetings contact center examples 105 Forced Play 132 Greeting parameters in Routing Table 132 Greeting step in Routing Table 131 recording 106 Routing Table parameters 200 types 105 Greetings skillset mailbox example 71 75 H Highest priority call 200 Hours operation for a skillset 139 Routing Tables 125 Hunt groups 226 Indicators Message Waiting 35 48 51 66 165 Primary 234 Primary alert time 161 Secondary 234 Secondary alert time 161 Initializing a skillset mailbox 66 Intelligent Caller Input Routing Advanced 18 113 Basic 18 113 Intelligent CLID DNIS Routing 18 113 Intelligent Overflow 17 114 Intelligent Routing 18 using with CCR 18 113 Internal messages replying to 82 K Keycodes 26 L Language prefe
137. g off as an agent then log on again when they complete the call You must program a memory button with 9 0 5 J and then press the JOJ memory button to monitor calls If the memory button you choose has an indicator the indicator shows your log on status Call Center calls are not sent to you while you use Q fo 6 Contact Center Set Up and Operation Guide 170 Chapter 14 Monitoring Contact Center call activity Setting up Silent Monitor on your system For monitoring to be silent you must set up Silent Monitor on your system If you are not familiar with this procedure ask your system administrator to set up Silent Monitor To set up Silent Monitor on Business Communications Manager Note If you are using a Business Communications Manager system please refer to the BCM Configuration Guide for information about setting up Silent Monitor For monitoring to be silent you must set up Silent Monitor in Element Manager To do this you must be familiar with using the Business Communication Manager Element Manager If you do not have access to the Element Manager ask your system administrator to set up Silent Monitor 1 o N OO 5 WwW ND In Element Manager on the Task Navigation panel click the Configuration tab The configuration folders display Click the Telephony folder and then click the Global Settings folder Click the Advanced Features task Click the Silent Monitor heading From the Monitoring
138. ge appears Select the Disconnect option Click the Submit button The Disconnect step appears as step 2 in the Night Routing Table list Click the Close button to return to the Skillset List page N0060620 Chapter 10 Setting up Routing Tables 145 Changing a Routing Table You must disable a skillset before you can change its routing table For how to disable a skillset refer to Disabling a skillset on page 61 To Follow the procedure Insert steps Adding a Greeting step on page 133 Adding a Distribute for step on page 135 Adding a Goto step on page 136 Adding a Transfer step on page 136 Adding a Disconnect step on page 137 Review steps To review Routing Table steps on page 145 Modify steps To modify Routing Table steps on page 145 Delete steps To delete Routing Table steps on page 146 To review Routing Table steps You can review the steps for enabled skillsets 1 2 3 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Day or Night link for the skillset whose routing table steps you want to review The Day or Night Routing Table page appears Click the View link to view the steps After you review the steps click the Close button To modify Routing Table steps You must disable a skillset before you can modify its routing table steps For how to
139. gs Options menu e Go to step 3 If you use the Norstar Voice Mail interface e Press AGMIH or Press GREET or e Go to step 3 Greeting options 3 Press REC or 1 J REC CHOOSE CFD Greeting 4 Press PERS or to choose a Personalized mailbox PRIME ALT FERS greeting Greeting 5 Enter the Personalized greeting number 1 2 or 3 that RETRY Ok you want to delete Phi RIEN 6 Press DEL or to delete the greeting CHHG DEL OF 7 Press 48 to end the session Checking skillset mailboxes for messages Frequently check the skillset mailboxes for messages Only one agent can retrieve messages from each skillset mailbox at a time If different agents access the messages in the skillset mailbox throughout the day each agent should e listen to the message e write down what the message says erase the message e return the caller s telephone call If the caller is not available the agent can try again later or pass the message on to another agent Contact Center Set Up and Operation Guide 78 Chapter 6 Setting up skillset mailboxes If the agent who listens to the message erases the message after writing down what it says e the next agent does not waste time listening to the same message e the next agent knows if the callback was successful or not onlyone agent contacts the caller If only one agent is responsible for retrieving messages at your contact center this agent does not need to
140. guration Additional keycodes Intelligent Contact Center Upgrade Reporting for Contact Center Agents Agent 1 Bob Agent 2 John Agent 3 Jane Agent 4 Sales4 Agent 5 Installation booker 1 Agents 6 14 Installers Agents 15 19 Sales Agent 20 Installation booker 2 Agent 21 22 Supp_book1 Agents 23 33 Installers Greetings Welcome to Mosaic Hardwood Flooring Sales department Please stay on the line for one of our representatives or enter your Customer ID Greeting 2 Welcome to Mosaic Hardwood Flooring Support department Press 1 to book a support request 2 to check on the status or cancel an existing booking or stay on the line for general inquiries Greeting 3 Welcome to Mosaic Hardwood Flooring Installation department Press 1 to book an Installation request 2 to check on the status or cancel an installation booking or stay on the line for general inquiries Greeting 4 Thank you for entering your Customer ID A representative will be with you shortly Greeting 5 All of our representatives are currently busy Please continue to hold or press 9 to leave a message Greeting 6 Thank you for continuing to hold Please stay on the line or press 9 to leave a message which will be returned as soon as possible by a representative Greeting 7 Thank you for continuing to hold Please stay on the line or press 9 to leave a message Greetings 8 amp 9 Advertisement Announcements1 amp 2 Greetings
141. h string 1234 move to skillset 4 Match string 9 send to skillset mailbox Match Table Rule Table 2 Match String Action Commands Table 2 Fixed length 1 Priority 1 Change Delete 2 Priority 4 Change Delete Match string 1 change priority to 1 Match string 2 change priority to 4 N0060620 Chapter 17 Examples of Contact Center configurations 207 Expected Wait Time EWT Greeting Table Expected Wait Time Table ID 1 No Wait Time Interval Greeting ID Commands d Up To 00 03 00 50 Change Delete Up To 00 06 00 51 Change Delete Up To 00 09 00 52 Change Delete Up To 00 12 00 53 Change Delete Up To 00 15 00 54 Change Delete After all times above 56 Close Activity Codes Codeld Name Description Commands 40 Sales 1 sales question Change Delete 41 Sales 2 sales appointment booking Change Delete 50 Support 1 support question Change Delete 51 Support 2 support booking Change Delete 52 Support 3 support Change Delete 60 Install 1 installation question Change Delete 61 Install 2 installation Change Delete 70 Preferred 1 preferred misc Change Delete 71 Preferred 2 preferred sales Change Delete Preferred 3 preferred support Change Delete Preferred 4 preferred installation Change Delete Insert Import Activity Codes From File Lines No No Contact Center Skillset 1 Contact Center Skillset 2 Contact Center Skillset 3 Contact Center Skillset 4 No No Change Change Change Change Change Change
142. hapter 2 About setting up Contact Center You can set up Contact Center using a display telephone on your phone system or using the web based CallPilot Manager on a web browser from a computer on your network For some Contact Center tasks such as initializing skillset mailboxes you must use a phone Refer to the Contact Center Telephone Administration Guide for more information Using CallPilot Manager to set up Contact Center CallPilot Manager operates on your Business Communications Manager system You access CallPilot Manager on a web browser from a computer on your network System requirements Before you use CallPilot Manager configure your system and enable Contact Center For how to enable keycodes for Contact Center refer to Enabling keycodes on page 26 Computer requirements The computer you use to run CallPilot Manager must have e Windows 95 or later with P133 or later CPU or compatible 64 MB RAM 10 MB disk space e Minimum screen resolution of 1024 X 768 pixels Browser requirements To use CallPilot Manager you must have e either Microsoft Internet Explorer 4 0 or later or Netscape Communicator 4 0 5 or later but not Netscape 6 0 If you use Netscape Communicator set these parameters e Enable Java on e Cached document comparison every time e If you use Netscape Communicator version 4 77 and not all the Contact Center settings shown in this guide appear in your browser refresh the browser by clic
143. he BCM Networking Configuration Guide and to the BCM Configuration Guide Reserved channels Reserved channels are voice channels that are reserved for use by Contact Center If you reserve channels you ensure that callers are played skillset greetings and CallPilot does not use all of the voice channels A reserved channel is used when e a Contact Center greeting plays to a caller e Off premise Message Notification notifies you that there is a message in a skillset mailbox Contact Center Reporting properties Address The Contact Center Reporting properties let you control who can access Reporting for Contact Center and whether information from the data stream is collected Note Contact Center Reporting properties Address appears only if you have z Reporting for Contact Center enabled Supervisor Help Request Timeout The Supervisor Help Request Timeout is when to escalate a request if a chosen supervisor does not answer the help request You can choose a value from 1 to 60 seconds The default is 12 seconds For more information about Supervisor Help refer to Supervisor Help on page 177 Selection Method Supervisor Help From The Supervisor Help From setting lets you determine where supervisors for escalated requests are chosen from For more information about Supervisor Help refer to Supervisor Help on page 177 All skillsets sends an unanswered help request system wide to all Contact Center supervisors
144. he Transfer Feature Code Ce JE 0 and enter the CDN of a skillset to send the call to a skillset Ifyou are monitoring an agent and they transfer a call you do not continue to hear the call until the transferred call is answered Agents who want to transfer a call to a mailbox should use e 6 Agents who take only Multimedia Contact Center do not receive Contact Center voice calls but other Contact Center agents can transfer voice calls to Multimedia Contact Center agents Call Forward Advise agents not to use Call Forward An agent who uses Call Forward is automatically logged out or made auto busy depending on their agent settings after the number of rings for transfer callback elapses Agents can use Call Forward to the voicemail DN Contact Center does not support Call Forward All Calls CFAC to an external number If the Agent configures CFAC to an external number the calls are dropped Activity Codes Agents who answer a call on an Answer DN telephone or who use Call Pickup on a call that is ringing at another agent s set cannot enter activity codes Answer DN If you are doing silent or muted monitoring the only way agents should use Answer DN is if they program their portable set to be the Answer DN for their main telephone You This is because you will not be able to monitor calls that agents answer on their Answer DN You can only monitor calls that agents answer from the set they are logged on to For more infor
145. he properties that you want to change for the agent Click the Submit button Repeat steps 4 and 5 for each agent you want to change Resetting an agent s password If an agent forgets their password you can reset the password back to the default value 0000 After you reset the password the agent must change their password the next time they log on To reset an agent s password Log on to CallPilot Manager Click the Contact Center heading Click the Agent List link The Agent List page appears Click the Reset Password link for the agent whose password you want to reset A message appears that asks you to confirm the request to reset the password Click the OK button A message appears that the agent s password is reset The agent password is set to 0000 Click the OK button N0060620 Chapter 4 Setting up Contact Center agents 45 Deleting an agent Deleting an agent removes the agent from Contact Center The agent is removed from the Agent List and all the skillsets they are assigned to If you want to remove an agent from a skillset refer to Unassigning an agent from a skillset on page 60 Note You cannot delete an agent who is logged on Ask the agent to log off and then delete them To delete an agent Start CallPilot Manager Click the Contact Center heading Click the Agent List link The Agent List page appears 4 Click the Delete link for the agent you want to delete A message ap
146. he skillset to which you want to add a greeting step The Day or the Night Routing Table page appears Day Routing Table Skillset 7 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Step Information Commands End Insert Close Click the Insert link The Routing Step page appears At the Step Type option from the Greeting list select the greeting you want to use or if you want to use Expected Wait Time greetings select EWT Greeting Table and from the list select the EWT Table you want to use If you have entered a greeting caption for the greeting or the EWT Greeting Table the caption name appears If you want the caller to listen to the entire message before they transfer to an agent select the Forced Play check box At the Intelligent Caller Input Routing option select how you want callers to be able to transfer their calls e Select None if you do not want callers to be able to transfer their calls e Select Basic if you want callers to be able to transfer to the Automated Attendant operator skillset mailbox or a CCR Tree Select the transfers available to callers Select the Auto Attendant check box if you want callers to be able to transfer to the Automated Attendant By default callers press 1 to transfer to the Automated Attendant and select a Greeting Table to transfer the call to or select None to transfer the call to the default Auto Attendant prompt
147. hed printing or viewing the report click the Close button Contact Center Set Up and Operation Guide 168 Chapter 13 Setting up Contact Center general properties N0060620 169 Chapter 14 Monitoring Contact Center call activity Monitoring call activity You can monitor call activity in two ways at your contact center e Monitoring agent calls with Silent Monitor Monitoring skillsets on page 174 You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring e Display calls waiting in skillsets 9 0 Monitor agent calls e 0 6 NOTE To use 9 0 5 you must program it to a memory button and press the 9 0 5 memory button to monitor agent calls For how to program a memory button refer to Programming a memory button with a Feature Code on page 34 Monitoring agent calls with Silent Monitor When you monitor calls as a Silent Monitor you are not detected by the agent or callers You monitor all of the calls on an agent s telephone rather than on a call by call basis When the current call is completed the monitoring session of the agent continues You do not have to reestablish the monitoring session You must be logged on before you can monitor calls Note While you monitor an agent s calls you monitor all of their calls including their personal calls Tell agents that if they make a call that they do not want monitored they must first lo
148. hey are logged on to the Spanish skillset and a priority of 6 when they are logged on to the German skillset Dynamic call priority Call priority is distinct from agent priority If a waiting call needs to be routed for example when an agent becomes available Contact Center determines which waiting call must be handled next This is the call with the highest priority or if all the waiting calls have the same priority the call with the longest wait time Contact Center then determines the right agent to handle the call If the skillset s method of call distribution is Preferred Contact Center finds the available agents assigned to and logged in to the skillset and chooses the one with the highest priority If the method is Least Busy the agent that has been available longest is routed the call Greeting Table The Greeting Table determines which recorded greeting is played and which line is answered according to the time of day Indicator See memory button indicator Intelligent Caller Input Routing Advanced Intelligent Caller Input Routing Advanced lets callers route their calls based on multi digit fixed or variable rules that you create in the Caller Input Rules Tables Intelligent Caller Input Routing Basic Intelligent Caller Input Routing Basic Previously called Basic Transfer lets callers direct their calls to an Operator Automated Attendant skillset mailbox CCR Tree or internal or external number Intellig
149. ies Not Recorded Greetings Not Recorded salen Dor dez Not Recorded CLID DNIS Routing Table Expected Wait Time Table Not Recorded Activity Codes Not Recorded Customize MMCC Files Not R a Auto Attendant Custom Call Routing Networking Contact Center Agent List 3l 2 3 4 5 6 7 8 9 Contact Center Set Up and Operation Guide 108 Chapter 8 Recording Contact Center greetings 3 Click the Voice link for the number of the greeting you want to record The page you can record a greeting from appears Contact Center Greeting 1 Phone Set Connect To unspecified Changes to the recording are applied ONLY when the SAVE button is pressed BEFORE hanging up Import Browse Export Native Encoding Wav Encoding 4 Inthe Connect to box type the extension number or telephone number you are using to record the greeting For a local extension type the extension number For a telephone number that is not a local extension type the sequence of digits that dial the telephone number from the voicemail system For example you might need to dial 9 the area code and then the telephone number For a telephone number that is not a local extension the number you dial must use a destination code For more information about destination codes refer to your telephony System Administrator 5 Click the Dial button The telephone rings 6 Pick up the handset Do not use Handsf
150. ify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete insert Day Routing Table steps 1 Greeting 3 Advanced Caller Input Table 2 2 Distribute 00 50 3 Greeting 12 4 Distribute 00 50 5 EWT Table 1 Basic Caller Input 9 Transfer to skillset mailbox 6 Distribute 00 50 7 Greeting 13 8 Distribute 01 20 9 Greeting 7 Basic Caller Input 9 Transfer to skillset mailbox 10 Go to step 2 Contact Center Set Up and Operation Guide 214 Chapter 17 Examples of Contact Center configurations Night Routing Table Night Routing Table steps Skillset 3 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information 1 Transfer to Extension 238 Insert y Delete End Insert Service Mode 1 Transfer to extension Skillset Service Mode Skillset Monday Tuesday Wednesday Thursday Friday Saturday Sunday Overflow Overflow Rule Table Skillset 3 ij 24 Hour 2 Day End No Agents 3 24 hr Service r2 Day Start Time hh mm 24 Hour Format 08 00 10 00 Insert Night Start Time hh mm 24 Hour Format 20 00 No Agents Skillset Mailbox 234 Insert Modity Delete Move Move to Skillset 2 I
151. ile you downloaded from KRS Click the Open button The file uploads and the feature appears in the Keycodes list Note Refer to the Keycode Installation Guide for more information N0060620 Chapter 2 About setting up Contact Center 27 Starting CallPilot Manager To start CallPilot Manager on Business Communications Manager 1 Log on to Element Manager and select the Business Communications Manager you want to access For information about how to log on to Element Manager refer to the Business Communications Manager Administration Guide 2 Onthe Task Navigation Panel click the Configuration tab The configuration folders display 3 Click the Application folder and then click the Voice Messaging Contact Center task The Voice Messaging Contact Center panel appears 4 Click the Launch CallPilot Manager button The CallPilot Manager Main Menu web page opens About the CallPilot Manager interface Return to Main Quit CallPilot Opens online Menu page Manager Help NORTEL Main Logout Help Main Menu Mailbox Administration Add Mailbox Headings Change Delete Mailbox expand and Auto Attendant Group List Administration displ hei System Properties Sp ay their Custom Call Routing Operator Settings links when you Logout click them Networking Contact Center Reports Configuration Operations Contact Center Set Up and Operation Guide 28 Chapter
152. iles Reports N0060620 Chapter 2 About setting up Contact Center 29 Setting up Contact Center from a two line display telephone In addition to using CallPilot Manager you can set up Contact Center with a two line display telephone using F983 Two line display phones show CallPilot and Contact Center commands and options A two line display can show up to three display options at once In some instances an option does not have a corresponding display button and you must select the option by pressing buttons on the dialpad An example of a two line display Skillset 1 Enabled SKILL HEXT Display command line Display button options Display buttons Contact Center agents can use two line display telephones and one line display telephones Supervisors must use two line display telephones with the handsfree mute feature Telephones without a display such as telephones attached to an analog terminal adapter cannot be used for Contact Center agent tasks Nortel recommends that you read the telephone user card for your telephone before proceeding For more information refer to the CallPilot Contact Center Telephone Administration Guide System timeout If you pause longer than two minutes 120 seconds when you program Contact Center on a two line display telephone the system times out and ends the session This safety feature prevents unauthorized use o
153. ing Indication extension is an optional phone number that indicates when a skillset mailbox has messages waiting The MWI extension that you assign shows Message for you on the phone display when there are new messages in the skillset mailbox Method of Call Distribution Method The method of call distribution determines which of several available agents to route the call to There are two methods of call distribution Least Busy and Preferred Least Busy routes calls to an agent who has been available the longest Preferred routes calls to the agent with the highest priority the best qualified agent Not Ready Not Ready previously known as Make Busy is a Feature Code that extends a Break Time if agents need additional time after a call to do paperwork or other tasks Off premise Message Notification Off premise Message Notification is a feature that notifies you at a destination number when there are new or urgent messages in a skillset mailbox Priority You assign a priority to each agent according to their qualifications On Enhanced and Professional Contact Center agents can have dynamic agent priority Primary alert time The Primary alert time is the first time limit that you assign for calls waiting in skillsets If a call exceeds the Primary alert time limit you are given a visual warning on programmed memory button indicators The other alert time is Secondary alert time Make Not Ready Return to Skillset Make
154. ing agents 61 169 Multimedia Contact Center 19 CLID DNIS Routing 52 MWI extension 249 N Name skillset 250 skillset mailbox 66 Night mode skillset 114 Night Routing Table example 144 Norstar Voice Mail mailbox interface 31 Notification Off premise Message Notification 85 Number Control DN 35 skillset mailbox 35 O Off premise Message Notification 200 about 85 changing parameters 95 destination number character limit 92 94 101 destination pager number and message character limit 90 feature restrictions 87 setting up to a pager number 90 to a telephone number 87 to an extension number 89 to wrong destination 85 Off premise Message Notification parameters destination telephone number 86 destination type 86 time range 86 types of message 87 Open Mailbox Feature Code 35 Opening a skillset mailbox 68 Opening your mailbox CallPilot 68 Norstar Voice Mail 68 Operator resetting password 223 Operator resetting password 223 Outdial route mailbox 86 Overflow Intelligent 17 P Parameters general Contact Center 163 Routing Table Greetings 132 Password changing skillset mailbox 69 resetting agent password 44 resetting Contact Center Administrator 224 resetting Operator 223 resetting skillset mailbox 70 skillset mailbox 66 69 Pausing a message 79 Playing message envelope CallPilot interface 81 Norstar Voice Mail 79 Post call Break Time automatic timeout 36 Preferred method of call distrib
155. interface Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press ALMIH or to set up Off premise Message Notification Press HEXT or to continue Press YES or to set up another destination number Press SETUP or to set up another destination number and follow the steps in one of the following procedures To set up Off premise Message Notification to a phone number on page 87 To set up Off premise Message Notification to an extension on page 89 To set up Off premise Message Notification to a pager on page 91 Contact Center Set Up and Operation Guide 104 Chapter 7 Off premise Message Notification Turning Off premise Message Notification on or off You can turn Off premise Message Notification on or off at any time If you turn Off premise Message Notification off you do not affect any of the assigned parameters To turn Off premise Message Notification on or off 1 Press PEJE Follow the voice prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or
156. ion Action Commands 1 24Hour Mo Agents Skillset Mailbox 242 Insert Modify Delete Move End Insert Close Contact Center Set Up and Operation Guide 222 Chapter 17 Examples of Contact Center configurations N0060620 223 Chapter 18 Troubleshooting Contact Center This chapter contains troubleshooting information for problems that can occur while setting up and operating Contact Center Resetting passwords You can reset passwords if they are lost or forgotten To reset refer to the Operator password page 223 the Contact Center Administrator password page 224 a skillset mailbox password page 70 an agent password page 44 Resetting the Operator password You can reset the Operator e password if it is lost or forgotten Q is used by the receptionist Operator and Contact Center Administrator If you reset the Operator password it is reset to 6 7 8 7 2 8 6 7 Operator To reset the Operator password using CallPilot Manager 1 Start CallPilot Manager Click the Operations heading Click the Operator Settings link The Operator Settings page appears Click the Reset Operator Password check box Click the Submit button The password is reset to 6 7 B 7 2 8 6 7 Operator Contact Center Set Up and Operation Guide 224 Chapter 18 Troubleshooting Contact Center To reset the Operator password using a phone 1 Press Q
157. ion about Expected Wait Time see Expected Wait Time on page 126 Activity Code Entry Type Activity Code entry types are Prompted and Optional If you select Prompted the agent is prompted to enter Activity Codes on their telephone If you select Optional an Activity Code session is not automatically displayed on the agent s telephone but they can press F907 and enter Activity Codes Optional is the default For more information about Activity Codes see Activity Codes on page 183 This option appears if Reporting for Contact Center is enabled Contact Center Set Up and Operation Guide 50 Chapter 5 Setting up skillsets Setting up or changing a skillset You can record skillset properties in the table Contact Center skillsets on page 235 Note Before you can change a skillset you must disable the skillset and wait until there are no calls in the skillset You cannot change a skillset while it is in use To set up or change a skillset 1 Start CallPilot Manager 2 Click the Contact Center heading 3 Click the Skillset List link The Skillset List page appears Skillset List Skillset Name Status Commands 1 Sales Disabled Properties Agents Day Night Service Mode Overflow Enable LInconfiqure 2 Products Disabled Properties Agents Day Night Service Mode Overflow Enable LInconfiqure 3 Help Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure 4 Service Disable
158. is played a Forced Play greeting The result is that no calls in this skillset are routed to an agent until the Forced Play greeting is finished playing to the highest priority call This guarantees that the highest priority call is answered before lower priority calls in the skillset e Ensure that an Intelligent Caller Input Routing Basic transfers calls to a skillset mailbox if you want callers to be able to press 9 to leave a message in a skillset mailbox Remember to explain in your greeting that the you can press P to leave a message in a mailbox e Program Intelligent Caller Input Routing Basic to transfer calls to a skillset mailbox for Non business hours greetings so that you do not miss any messages e Ifa Goto step follows a greeting make a Distribution step the target for the Goto step If you make the Goto target step after a Greeting step another Greeting step callers hear two greetings in a row Routing calls using Dynamic Call Priority If you use priority to route calls to agents make sure you have both Agent Priority and Call Priority configured Each call that enters a skillset is given a default call priority of 10 You can change a call s priority using Intelligent Caller Input Routing Advanced Option Intelligent CLID DNIS Routing e Intelligent Overflow Routing Call priority is distinct from agent priority If a waiting call needs to be routed for example when an agent becomes available Contact Center
159. isconnect step to the end of the routing table click the Insert link for the End step If the Routing Table is full the End step does not appear The Routing Step page appears Click the Disconnect option Click the Submit button The Disconnect step appears in the Routing Table list Click the Close button to return to the Skillset List page N0060620 Chapter 10 Setting up Routing Tables 139 Assigning Routing Table hours of operation To assign the routing table hours of operation for each day of the week you set the start times for the Day and Night Routing Tables for each skillset The start times determine which routing table is used for the skillset You can also leave the default as 24 hour operation If you select 24 hour operation the skillset uses the Day Routing Table only for that day To assign hours of operation to a skillset Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Skillset List Skillset Name CDN Status Commands 1 Sales 232 Disabled Properties Agents Day Might Service Mode Overflow Enable Uncontiqure 2 Products 233 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure a Help 234 Disabled Properties Agents Day Might Service Mode Overflow Enable Unconfiqure 4 Service 235 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure 4 Click the Service Mode link for the skillset
160. itions where you can cause the system to fail or work improperly Note A Note alerts you to important information Tip Alerts you to additional information that can help you perform a task fx Security note Indicates a point of system security where a default should be changed or where the administrator needs to make a decision about the level of security required for the system Contact Center Set Up and Operation Guide 22 Chapter 1 Getting started Warning Alerts you to ground yourself with an antistatic grounding iA strap before performing the maintenance procedure p Warning Alerts you to remove the Contact Center main unit and A expansion unit power cords from the ac outlet before performing any maintenance procedure 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 Psu Command line prompts on display telephones the top line of the display Underlined word in capital letters PLAY 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 These text conventions are used in this guide to indicate the information described
161. ivered The agent is automatically in the handsfree mode It is important that agents use the Not Ready feature when they are not available to receive calls If Automatic Answer is not enabled calls ring at the agent s telephone and the agent must answer calls manually NOTE For information on how to use Automatic Answer with the telephones you use in your Contact Center see Automatic Answer on page 226 Contact Center Set Up and Operation Guide 40 Chapter 4 Setting up Contact Center agents Missed Call Option The Missed Call Option controls how a call is treated if an agent does not answer the call Make Not Ready assigns an agent s telephone to respond as it does with the Not Ready feature enabled Automatic Logout automatically logs an agent out of their skillset if they do not answer a call The default is Make Not Ready Return to Skillset To assign how many rings before the Missed Call Option change the timer for Transfer Callback Timeout e If you use a Business Communications Manager system refer to the BCM Administration Guide Activity Code Entry Type Activity Code entry types are Prompted and Optional If you select Prompted the agent is prompted to enter Activity Codes on their telephone If you select Optional an Activity Code session is not automatically displayed on the agent s telephone but they can press F907 and enter Activity Codes The agent can press F907 at any ti
162. ivery to the 1 Transfer to extension skillset mailbox more information Night Routing Table steps Step Information Commands 1 Transfer to Extension 238 Insert Modify Delete End Insert Close Service Mode Skillset Service Mode Skillset 21 hi Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format Monday n 08 00 Service luesday Us UU Wednesday 08 00 Thursday 08 00 Friday nan Saturday 10 00 Sunday 10 00 Submit Cancel Overflow Overflow Rule Table Skillset 4 Rule Mode Condition Action Commands 1 24Hour Mo Agents Skillset Mailbox 235 Insert Modify Delete Move End Insert Close N0060620 Chapter 17 Examples of Contact Center configurations 217 Multimedia Contact Center Mosaic Hardwood Flooring wants to enhance their webpage to be voice enabled They send an e mail to select customers with the latest information about new products and specials The message has with an HTML link that links customers to Mosaic Hardwood Flooring staff Mosaic also puts voice enabled HTML links on the web pages of their sponsors To meet the new load on the Contact Center Mosaic hires three new staff members as Multimedia Contact Center agents These agents take only Multimedia Contact Center calls Here is how Mosaic configures their Contact Center General properties on page 217 Activity Codes on page 218 Lines on page 219 Skillse
163. ives an urgent message Msg notify 17 Press to end the session HDMIM SELECT To set up Off premise Message Notification to an extension 1 Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Med notify 3 Press ADMIH or 1 to set up Off premise Message Notification RBDHIH SELECT Destination 4 Press EXT or 2 to choose an extension as the destination FH HE EXT PAGER Ext 5 Enter the destination number and press OK or RETRY Ok Accert ie 6 Press OF or to accept the destination extension EE Of The 4x represents the extension Start hhmm 7 Enter the start time for Off premise Message Notification This is a SEU ES four digit field Any single digit hour and minute must be preceded by zero start time 8 Press AM or RETR AM PH I or PM or 2 J Contact Center Set Up and Operation Guide 90 Chapter 7 Off premise Message Notification sstart time 9 Press OK or to accept the start time Dk RETRY Star hhmm 10 Enter the time when Off premise
164. king the View menu and clicking Reload If you still cannot view the settings upgrade your browser Contact Center Set Up and Operation Guide 26 Chapter 2 About setting up Contact Center If you use Microsoft Internet Explorer set the following parameters e Check for newer versions every visit to the page e Java JIT compiler enabled on For more information about these settings refer to your web browser online Help Enabling keycodes You enable keycodes to activate Intelligent Contact Center to increase the number of agents in your Contact Center to increase the number of skillsets and to enhance your Contact Center with options such as Multimedia Contact Center and Contact Center Reporting Note If you use a reporting package on a CallPilot system you must install the z Contact Center Reporting Application Server Refer to Starting CallPilot Manager To enable a keycode for Business Communications Manager 1 Logon to Element Manager and select the Business Communications Manager you want to access For information about how to log on to Element Manager refer to the Business Communications Manager Administration Guide 2 Onthe Task Navigation Panel click the Configuration tab The configuration folders display 3 Click the System folder and then click the Keycodes task The Keycodes panel appears 4 Click the Load File button The Open file dialog box appears Browse to where you saved the keycode f
165. l average call duration that is used to compute EWT The average call duration is updated whenever a call is released from an agent The default is 00 03 00 If you use Activity Codes from the Activity Code Entry Type list box select Prompted or Optional The default is optional For more information about Activity Codes refer to Activity Codes on page 183 Click the Submit button A message appears that says a new mailbox is created and that you must initialize it before you enable the skillset For how to initialize a mailbox refer to Initializing a skillset mailbox on page 66 Click the OK button Contact Center Set Up and Operation Guide 52 Chapter 5 Setting up skillsets Setting up DID routing You can route calls based on their Direct Inward Dialing DID number DID is the ability to make a telephone call directly into an internal extension without having to go through the operator To route DID calls set up a DID target line and assign the target line to a skillset To set up DID routing for Business Communications Manager 1 In Element Manager set up a DID target line For information about setting up a DID target line refer to the BCM Administration Guide 2 In CallPilot Manager configure the target line number to be answered by Contact Center For information about configuring lines refer to Configuring lines on page 156 Setting up CLID DNIS Routing You can set up CLID DNIS Routing Table
166. lbox e Je e access messages in a skillset mailbox Log on Log off Monitor skillsets Ce J 4 logon when they are in the office e view the status of the skillsets they are logged on to Agents can program a memory button with the Log on Log off Feature Code The status of the calls waiting in the skillset is shown by the flash rate of the indicator For more information refer to Primary and Secondary alert times on page 161 Supervisor Help requests help from a supervisor e oje Activity Codes e start a session where they can enter Activity Codes BJOJZ e For more information about Activity Codes see Activity Codes on page 183 Not Ready e activate or cancel the Not Ready feature on their telephone If the JoJ work resulting from a call requires extra time to complete an agent can use the Not Ready Feature Code to prevent Contact Center from routing another call to them If an agent makes a phone call or if a supervisor is monitoring a call they first use the Not Ready Feature Code to make themselves busy When the agent is ready to receive calls they use this Feature Code to cancel the Not Ready feature and receive calls again e Ifan agent does not answer a call within a certain number of rings the call is returned to the skillset and the agent telephone is automatically placed into Auto Busy Mode or Auto Logout Mode The agent must manually cancel the Auto Busy Mode feature by using
167. le Skillset mailbox A skillset mailbox stores messages left by callers The calls can be retrieved by designated agents Skillset name The skillset name is a maximum of 16 characters A skillset name is the same as the skillset mailbox name Supervisor A supervisor is an agent with supervisor status A supervisor has additional capabilities such as the ability to monitor calls between agents and callers Supervisor monitor Supervisor monitor is a feature supervisors can use to monitor or participate in calls between agents and callers Voice channel A voice channel is the voice path that Contact Center uses to play greetings to callers N0060620 251 Index Numerics 24 Hour Service mode skillset 114 A Activity Codes 49 agent settings 197 Autopegs 186 Break Time 192 changing 194 creating 193 definition 183 deleting 194 examples 185 how agents use 197 importing 194 195 Optional 183 184 188 Prompted 183 184 188 reports 197 skillset 49 skillset settings 197 System Activity Codes 187 System Activity Codes examples 188 Adding agents to a skillset 57 agents to Contact Center 40 multiple agents to Contact Center 42 Additional Routing Steps 18 Agent adding multiple agents to Contact Center 42 adding to Contact Center 40 assigning to a skillset 57 Autobusy mode 199 changing information 44 deleting 45 dynamic priority 16 18 57 Feature Codes 36 listening to skillset mailbox message
168. le Record the prompt of the CCR Tree Home node so it is the same as the Auto Attendant company greeting that is skipped when the caller is transferred to Auto Attendant Insert a Contact Center greeting step right before the Transfer to Auto Attendant step in the skillset routing table This Contact Center greeting would be recorded the same as the Auto Attendant company greeting N0060620 Chapter 10 Setting up Routing Tables 137 e Create a specific Auto Attendant table and CCR tree for Contact Center callers that transfer to Auto Attendant To add a Transfer step 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears 4 Click the Day or the Night link for the skillset you want to add a Transfer step to The Day or the Night Routing Table page appears 5 Click the Insert link for the step you want to add a Transfer step to The Routing Step page appears 6 Select where you want to transfer the call to e if you want to transfer the call to an extension select Transfer to Extension and enter the extension e if you want to transfer the call to a mailbox select Transfer to mailbox and enter the mailbox number e if you want to transfer the call to an external number select Transfer to external and enter the external number from the Outdial Method list box select Line Pool or Route if you select Line or Pool in the Line Pool box enter the lin
169. ler s name is not available the caller s number is shown Number only displays the caller s number for 3 seconds and then the skillset name e None displays the skillset name 13 Click the Submit button System Configuration Report The System Configuration Report includes information about Contact Center configuration The Contact Center information in the System Configuration Report Contact Center Parameters Lists the current Contact Center general parameters Contact Center agents Lists for each agent e Agent ID e Agent Name e Skillsets assigned e Supervisor status e Automatic answer Missed call e Activity Code Entry Type N0060620 Chapter 13 Setting up Contact Center general properties 165 Contact Center skillsets Lists for each skillset Skillset ID Skillset Name Control DN Message Waiting Indicator extension Method of Call Distribution Break time Delay answer time Language type Attd Ext EWT Calls EWT Init Call Dur EWT Increase Allowed ActEntry Type Contact Center Routing Tables Lists for each skillset Skillset number Day Routing Table start time Night Routing Table start time Day Routing Table steps Night Routing Table steps Contact Center overflow Skillset number Skillset name Rule Service Mode Conditions Actions Contact Center Greetings Lists for each Contact Center greeting Greeting number Status whether the
170. les Day Routing Table Skillset 2 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Step Information Commands 1 Greeting 2 Normal Transfer Insert Modify Delete Distribute For 00 50 Insert Modify Delete Greeting 10 Normal No Transfer Insert Modify Delete Distribute For 00 50 Insert Modify Delete BAT Greeting 1 Normal Transfer Insert Modify Delete Distribute For 00 50 Insert Modify Delete Greeting 11 Normal No Transfer Insert Modify Delete Distribute For 01 20 Insert Modify Delete Greeting 7 Normal Transfer Insert Modify Delete Goto Step 2 Insert Modify Delete on 4 nme C M Insert Close Night Routing Table Skillset 2 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Step Information Commands 1 Transfer to Extension 238 Insert Modify Delete End Insert Close Day Routing Table steps 1 Greeting 2 Advanced Caller Input Table 2 2 Distribute 00 50 3 Greeting 10 4 Distribute 00 50 5 EWT Table 1 Basic Caller Input 9 Transfer to skillset mailbox 6 Distribute 00 50 7 Greeting 11 8 Distribute 01 20 9 Greeting 7 Basic Caller Input 9 Transfer to skillset mailbox 10 Go to step 2 Night Routing Table steps 1 Transfer to extension Contact Center Set Up and Operation Guide 212 Chapter 17 Examples of Contact Center configurations Service Mode NORTEL Main
171. lity to route calls to the Auto Attendant a Custom Call Routing CCR Tree the operator or a skillset mailbox routing is applied when the caller presses a telephone button in response to instructions played in a greeting Intelligent Caller Input Routing Advanced includes the Basic capabilities plus the ability to create rules that route calls to other skillsets and locations depending on the caller input e enables you to change the priority of the call Intelligent Overflow Routing routes calls to an extension other skillsets the operator a mailbox an external phone number the Auto Attendant a skillset mailbox or a CCR Tree e enables you to change the priority of the call Flexible routing steps You can assign these routing steps to Day and Night Routing Tables Overflow and Advanced Call Input Routing transfer to a mailbox e transfer to an extension e transfer to an external telephone number e transfer to the Auto Attendant e transfer to an operator e transfer to a skillset mailbox transfer to a CCR Tree move to another skillset using Advanced Call Input Routing e play a recorded greeting e play an Expected Wait Time Greeting e Distribute e Disconnect Dynamic agent priority You can assign agents different priority levels depending on the skillset to which they are logged on Choice of call presentations You can assign agents forced calls or let agents answer calls manu
172. livery Mailbox Enable Redirect DN Enable Network Transfers Start CallPilot Manager Click the Configuration heading Click the System Properties link The System Properties page appears v v This item is used for the Centralized Voice Mail feature only Enable Bilingual Primary Language English North American Alternate Language Spanish North American Canadian Pronunciation for North American English only Directory Search By LastName v Enable CallPilot User Interface Y Name Prefix n 4 Ifyou want to use a Primary and an Alternate language select the Enable Bilingual check box If you clear this check box alternate language prompts are not available Disabling bilingual operation affects language designations for Automated Attendant greetings voice prompt selections for callers who use the Automated Attendant e voice prompt selections for callers who transfer to mailbox greetings Select a primary language from the Primary Language list box Prompting for the Automated Attendant and CCR Trees occurs in this language Select an alternate language from the Alternate Language list box The alternate language cannot be the same as the primary language Select the Canadian Pronunciation check box if you want voice prompts that include the letter z to be pronounced zed instead of zee The Canadian Pron
173. llset uses the Auto Service mode and the Day Routing Table You must configure the Day Routing Table before you can assign the Auto Service Mode and the Day Routing Table Night The skillset uses the Manual Service mode and the Night Routing Table You must configure the Night Routing Table before you can assign the Auto Service Mode and the Night Routing Table 24Hour The skillset uses the Day Routing Table only You must configure the Day Routing Table for 24 hour operation to use this Service Mode Uninit The skillset is not configured You must configure the skillset before you can assign a Service Mode Invalid You have only partially configured the skillset You cannot enable this skillset Note If you originally configure the skillset with a Day Routing Table only and enable the skillset Contact Center will recognize the Service Mode as Day Afterwards if you and add a Night Routing Table Contact Center still recognizes the Service Mode as Day You must set the Service Mode to Auto to get Contact Center to function in the Auto Service Mode N0060620 Chapter 10 Setting up Routing Tables 141 To set the Service Mode for a skillset Faud 1 RETRY Ok Choose ortion 2 OPER MODE CC Service 3 Mode 1 Auto 4 CHHG WIEW HEXT Mode 2 Das CHHG HEXT Press e 6 6 Enter the default Operator password 6 7 8 7 0 8 6 Operator and press OK Or if you changed
174. llsets of agents transfer out of the system leave a message and hear announcements or informative messages You set up and operate Contact Center through CallPilot Manager the web based interface and from a display telephone Contact Center Update Business Communications Manager 4 0 introduces Intelligent Contact Center which is the evolution of the existing Call Center capability on BCM Intelligent Contact Center has the same functionality as Nortel s current Professional Call Center with no reporting agents or skillsets This allows you to choose the specific number of agents and skillsets that your business requires Basic and Professional Call Center are not available on BCM 4 0 You purchase Intelligent Contact Center and then purchase the number of agents skillsets reporting and Multimedia as required Intelligent Contact Center will have the same maximum capacities as Professional Call Center for example 80 active agents and 50 skillsets Table 1 shows the capacities available for the BCM 4 0 system Contact Center Set Up and Operation Guide 16 Chapter 1 Getting started Table 1 Intelligent Contact Center Capacities Features Intelligent Contact Center for Business Communications Manager Skillsets Default 1 maximum 50 Configured agents available agent IDs Maximum 250 Active agents includes supervisors Active agents are agents who are logged in to one skillset or a combination of skillset
175. lp or press HO to escalate the request or press IHFO to view the agent name time and date of the request caller ID and caller name of the agent s call Contact Center Set Up and Operation Guide 180 Chapter 14 Monitoring Contact Center call activity Hele aa 3 The display shows the agent name IMFO JU IH While you monitor the agent you can press the INFO key to view the time and date of the request caller ID and caller name of the agent s call You can press the JOIH softkey or the MUTE button on your telephone to join in the call NOTE Depending on what system you use the Join and Mute softkeys may not appear 4 When the help session is complete press to end the session How to handle missed requests When a supervisor s Supervisor Help LCD indicator is flashing the supervisor can retrieve escalated or missed Supervisor Help requests If there are one or more requests Contact Center shows all of the requests Escalated requests for calls that are still active are shown first from the oldest to most recent After that missed requests are shown from the oldest to the most recent A supervisor can accept the call by pressing the VES softkey After the supervisor accepts the request the request no longer appears to other supervisors who are retrieving help requests Their displays show the next escalated request or the first missed request if there are no more escalated requests or No he
176. lp requests if there are no more missed requests For a missed request the prompt aa aname asked appears and the supervisor can retrieve information about the call by pressing the IMFO softkey or can move to the next request by pressing the HEXT softkey An example of retrieving an escalated request The supervisor launches the Supervisor Help feature by pressing the Supervisor Help F906 feature key 1 Launch the Supervisor Help feature by pressing BJO 6 Jor the F906 memory button on your telephone Helr aa 2 The display shows the ID and name of the agent requesting help MEI EE us Press VES to accept the help request Or press IMFO to see more information about the request Or press HO to deny the request This escalates the request and the display shows the next help request if there is one 3 When the help session is complete press to end the session N0060620 Chapter 14 Monitoring Contact Center call activity 181 For a missed request the prompt aa asked help appears After a missed request is viewed by a supervisor it is not shown to any other supervisor Contact Center Set Up and Operation Guide 182 Chapter 14 Monitoring Contact Center call activity N0060620 183 Chapter 15 Activity Codes Agents use Activity Codes to allocate the time they spend on calls to one or more activities Contact Center stores the amount of time allocated to an Activity Code and
177. lset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Gotostep3 Press HDHMIH or to set up Off premise Message Notification Press OTHR if you want to delete the first destination Or press HEXT or to view the other destinations until you find the destination that you want to delete When you find the destination that you want to delete press OTHR Press DEL to delete the first destination number The first destination number is deleted The Notify 2 destination changes to become the Notify 1 destination number To delete more destination numbers press THF and repeat steps 4 and 5 Press to end the session N0060620 Chapter 7 Off premise Message Notification 103 Adding a destination number Use this procedure if you have set up Off premise Message Notification and you want to add another destination number You can have up to five destination numbers To add a destination number Hz8 notify ADMIH SELECT Hotifeizx EHHG HEST More dest WES H Hotifez none SETUP E NEXT 1 Press JQ 6 0 Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot
178. mation refer to Example of a Day Routing Table on page 142 To enable a skillset 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Enable link for the skillset to you want to enable On the Skillset List page in the Status column the skillset changes from Disabled to Enabled A message appears that says what Service Mode the skillset is in Note To change the Service Mode of a skillset refer to Setting the Service Mode for skillsets on page 140 Disabling a skillset You must disable a skillset if you want to change the skillset properties or administer the lines If you disable a skillset no new calls go to the skillset Any calls that are in the skillset get distributed until the calls are ended To disable a skillset 1 Start CallPilot Manager 2 Click the Contact Center heading Contact Center Set Up and Operation Guide 62 Chapter 5 Setting up skillsets 3 Click the Skillset List link The Skillset List page appears 4 Click the Disable link for the skillset you want to disable A message appears that asks you to confirm the request to disable the skillset 5 Click the OK button On the Skillset List page in the Status column the skillset changes from Enabled to Disabled N0060620 Chapter 5 Setting up skillsets 63 Unconfiguring a skillset You must disable a skillset if you want to chang
179. mation about using Answer DNs with Contact Center refer to the Business Communications Manager Programming Operations Guide Chapter 10 Configuring DNs for system devices If an agent uses their Answer DN telephone to answer a call that is transferred to them Contact Center does not recognize the agent as being busy and still sends calls to the agent s main set Agents who log on from a regular telephone and answer Contact Center calls using an answer DN key from a portable telephone cannot use Supervisor Help Do Not Disturb Instead of using Do Not Disturb agents must use the Not Ready Feature Code e JJ 0 8 If agents use Do Not Disturb they are automatically logged out or made not ready after the first call Contact Center Set Up and Operation Guide 226 Chapter 18 Troubleshooting Contact Center Call Forward No Answer When an agent s phone is on Call Forward No Answer to the voicemail extension the number of rings for Call Forward No Answer must be less than the number of rings for Transfer Callback Timeout If a call is forwarded by CFNA to another agent and is answered by that agent the original agent who has CFNA setting is made Not Ready or logged out instead of staying idle Preventing calls from ringing at an agent s set To prevent agents who are on a Contact Center call from having a second internal call ring on their phone set the Call Forward on Busy feature for your set to the voicemail DN For infor
180. mation on programming any of these settings refer to the Business Communications Manager Configuration Guide Hunt groups Do not program an agent telephone to be a member of a Hunt Group Automatic Answer How Automatic Answer works depends on what type of telephones your Contact Center uses WLAN Handset 2210 2211 You can set up the WLAN Handset 2210 2211 for the Automatic Answer feature in two ways in a Contact Center environment e Place the WLAN Handset in the active idle state When the WLAN Handset receives a call the handset automatically switches to the active off hook state and the call proceeds as normal Note In the active idle state WLAN Handset power consumption increases which causes a decrease in the life of the battery the time before a recharge is required The handset is not normally left in the active idle state except for special situations e Place the WLAN Handset in the standby state When the WLAN Handset receives a call the handset automatically answers the call but it cannot maintain the call You must press the Power on Start Call key before the call is dropped after about five seconds to maintain the call If you do not press the Power on Start Call key in time the call is dropped You must end every call by pressing the Power off End Call key to release the system resources e 42001 Nortel recommends you do not use Automatic Answer for 12001 telephones or use the 12001 for supervising ag
181. me during the active call Prompted displays F907 after the call is disconnected but Optional does not Optional is the default For more information about Activity Codes see Activity Codes on page 183 This option appears if Reporting for Contact Center is enabled In addition to these agent properties you can assign agents Dynamic Priority when you assign them to a skillset For more information refer to Dynamic Agent Priority on page 57 Adding an agent or a supervisor You can use the table Contact Center agents on page 238 to record the agents you add To add an agent 1 Start CallPilot Manager 2 Click the Contact Center heading N0060620 Chapter 4 Setting up Contact Center agents 41 3 Click the Agent List link The Contact CenterAgent List appears Auto Missed ID Name Super Ans Call Commands Make Not Logged Reset 1 Tara Yes No Ready Off Change password Delete Make Not Logged Reset 2r uasa a No Ready off SPAO password Delete Add Many Agents 4 Click the Add button The Add Agent page appears NORTEL Add Agent Agent ID 3 Name Agent3 Supervisor Automatic Answer Missed Call Option Make Not Ready Return To Skillset v Activity Code Entry Type Optional If you want to change the Agent ID number in the Agent ID box type the new Agent ID In the Name box type the name of the agent Selec
182. ncoding link The File Download dialog box appears 6 Click Save this file to disk and click the OK button The Save As dialog box appears 7 From the Save in list box navigate to where you want to save the file and click the Save button Contact Center Set Up and Operation Guide 112 Chapter 8 Recording Contact Center greetings N0060620 113 Chapter 9 Setting up Intelligent Routing About Intelligent Routing Intelligent Routing gives you tremendous flexibility in controlling how calls are routed Intelligent Routing includes these methods for moving a call based on various conditions Intelligent CLID DNIS Routing Intelligent Caller Input Routing Basic the ability to route calls according to Multimedia Contact Center CLID ANI DNIS ISDN Calling Number this routing is applied when the call first enters the Contact Center for information on CLID DNIS routing refer to Setting up CLID DNIS Routing on page 52 the ability to route calls to the Automated Attendant a CCR Tree an operator or a skillset mailbox this routing is applied when callers press a key in response to instructions in a greeting Intelligent Caller Input Routing Advanced includes the basic capabilities plus the ability to create rules that route calls to other skillsets and locations depending on the caller input lets you change the priority of the call Intelligent Overflow Routing routes calls to ex
183. nd Business Status settings Operator Business Status 234 Record the number of reserved channels the Primary and General Contact Center Secondary Alert times and the Master Client Address properties 234 Record agent ID agent name supervisor status and skillset for each agent Contact Center agents 238 Record Control DN skillset name MWI ext Method Break Time and Delay Answer time limit Contact Center skillsets 235 Record greeting numbers and information about them Contact Center Greetings 235 Record the Intelligent Overflow Routing parameters for each Intelligent Overflow skillset Routing 237 Record agents assigned to the skillsets Skillset assignments 239 Record the skillset mailbox name skillset mailbox number MWI extension and skillset mailbox password Skillset mailboxes 240 Record the type of step and step parameters for Day and Night Routing Tables Routing Tables 241 Record Caller Input Rules Caller Input Rules 242 Intelligent CLID DNIS Record CLID DNIS Routing Routing 243 Record Line Answering details Line answering 244 Note Make copies of these pages as required Contact Center Set Up and Operation Guide 234 Chapter 19 Contact Center Programming Record Feature Codes Feature code name Dialpad buttons Custom Feature Code Displ
184. nd password to log on when they are ready to receive calls Alert times Alert times are time limits that you assign for calls waiting in skillsets If a call exceeds the Primary or the Secondary alert time limit a programmed memory button indicator flashes A slow flash means that a call has exceeded the Primary alert time A quick flash means that a call has exceeded the Secondary alert time Attendant The attendant is the person who you assign to answer an extension number The attendant can be a receptionist operator or target attendant Automated Attendant AA The Automated Attendant is similar to an automatic answering service AA answers incoming calls with a Company Greeting and a menu of options AA routes calls in response to a caller s dialpad selections For a greater range of options and services for incoming calls a Custom Call Routing CCR menu can be assigned to play instead of the Automated Attendant menu Automatic Answer Automatic Answer previously called Force Call is an agent parameter that force delivers calls to an agent If Automatic Answer is enabled the agent hears a tone that indicates that a call is delivered The agent is automatically in the handsfree mode If Automatic Answer is not enabled calls ring at the agent s telephone and the agent must manually answer the calls Break Time Break Time is a time period you set up for agents to complete paperwork or other tasks after they finish a call A
185. nd routes incoming calls to agents in your contact center You set up routing tables to handle incoming calls for each skillset A call in a skillset receives the treatment specified by the routing table The treatment can be a combination of greetings transfers distribution and being on hold If an agent becomes available the call is sent to the available agent Each skillset has a Day and a Night Routing Table Set up the Day Routing Table for your business hours Set up the Night Routing Table for your non business hours The maximum number of steps you can add to a routing table is 20 You can record the routing table steps you create in Routing Tables on page 241 Fax Detection Contact Center can detect fax calls and route them to a skillset mailbox If you want Contact Center to detect incoming faxes you must make your first routing table step e a Greeting step e with Forced Play e without a transfer e with a greeting that is a minimum of 11 seconds long Fax Detection applies only if a fax machine is attempting to transmit a fax at the start of a greeting If a fax transmission starts several seconds after the start of a greeting it is possible for the fax tone not to be detected If you do not set up the routing table so it detects a fax call some fax calls can be routed to agents and some fax calls can be routed to the routing table s skillset mailbox To enable a routing table to detect fax calls change the first
186. nes to N the display shows Disabling If you set Answer Lines to Y the display shows Enabling 6 Press to end the session Contact Center Set Up and Operation Guide 156 Chapter 12 Line administration Configuring lines You must disable a skillset and wait until there are no calls in the skillset before you can add lines to it You cannot add lines to a skillset while it is in use Lines that are programmed to be answered by Contact Center must not be programmed to be answered by another peripheral or application To delay calls being answered you can assign Contact Center to answer incoming calls after a specified number of rings The number of rings ranges from zero to 12 If you choose zero rings the caller might hear one ring Zero rings means the call is answered as soon as possible For lines equipped with Caller ID you must set the number of rings to two or more Caller ID information is not provided until just prior to the second ring so if you set the number of rings to zero or one Caller ID information is not relayed Long distance charges start when a call is answered by Contact Center To minimize long distance charges set the ring count higher than 0 so that calls spend more waiting time in a ringing state To configure a line 1 Start CallPilot Manager 2 Click the Auto Attendant heading The Lines Administration page appears Lines Administration Line Answer Mode Table Skillset Rings Command
187. nfigurations e In CallPilot Manager gt Operations gt Operator Settings Is the Attendant Available check box selected and is the Attendant field blank If the Attendant field is blank you must assign a DN for the Auto Attendant e In CallPilot Manager gt Contact Center gt CLID DNIS Routing Table Check your CLID DNIS Routing Table for a rule that moves a call from the original skillset that has no Attendant Extension defined in the skillset properties to another skillset that does have an Attendant Extension defined in the skillset properties If the caller is transferred from a skillset with no Attendant DN to a skillset with an Attendant DN and the caller presses 0 to connect to the operator the caller hears the prompt The operator is not available and is returned to the Auto Attendant Although the call transfers to a skillset with an Attendant Extension the call always retains the Attendant Extension of the original skillset which in this configuration does not have an Attendant Extension This also applies to the MWI DN skillset property Contact Center Set Up and Operation Guide 232 Chapter 18 Troubleshooting Contact Center N0060620 233 Chapter 19 Contact Center Programming Record For this programming task see on page Record the Feature Codes used by Contact Center Feature Codes 234 Record the line information for lines answered by Contact Center Line answering 244 Record the Operator a
188. ng If your greetings are longer than 20 seconds waiting callers must wait longer before they hear a greeting because voice ports are used each time a greeting is played to a caller The longest recorded greeting for a skillset affects the frequency with which callers hear greetings If your greeting length times vary a lot there is a very large variance in how often callers hear greetings Therefore it is best to keep greetings similar lengths if possible Ensure that when you record greetings that you use to transfer callers to a skillset mailbox you include in the greeting To leave a message in the mailbox press nine or the keypad button you designate for the skillset mailbox Contact Center Set Up and Operation Guide 200 Chapter 16 Tips for operating Contact Center Routing Table administration e Use Forced Play greetings sparingly If you use Forced greetings keep them as short as possible Many long Forced Play greetings slows transferring calls to agents and causes unpredictable increases in distribution times Calls in other skillsets are not affected e When a Forced Play greeting plays for the highest priority call in a skillset the other lower priority calls in the skillset have to wait even if agents become available during this time For example the longest waiting call which is the highest priority call gets routed to a Forced Play greeting Agents become available during the time that the highest priority call
189. nsert Modify Delete Move N0060620 Chapter 17 Examples of Contact Center configurations 215 Skillset 4 Properties Name Preferred MWI DN 336 Method Least Busy Attendant Ext 222 Use previous ___ calls to 10 calculate EWT EWT Increase Allowed Enabled Initial Call Duration 00 30 00 hs mm ss Activity Code Entry Type Prompted Agents 1 2 3 Routing Tables Day Routing Table Skillset 4 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Step Information d Greeting 4 Normal No Transfer Distribute For 00 30 Greeting 5 Normal Transfer Distribute For 00 30 BAT Greeting 1 Normal Transfer Distribute For 00 30 Greeting 6 Normal No Transfer Goto Step 2 Close Commands Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Modify Delete Insert Day Routing Table steps 1 Greeting 4 2 Distribute 00 30 3 Greeting 5 Basic Caller Input 9 Transfer to skillset mailbox 4 Distribute 00 30 5 EWT Table 1 Basic Caller Input 9 Transfer to skillset mailbox 6 Distribute 00 30 7 Greeting 6 8 Go to step 2 Contact Center Set Up and Operation Guide 216 Chapter 17 Examples of Contact Center configurations Night Routing Table Skillset 4 This routing table DOES NOT guarantee fax del
190. nt ID numbers you enter must be between 1 and 250 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 If you use Activity Codes from the Activity Code Entry Type list box select Prompted or Optional The default is Optional N0060620 Chapter 4 Setting up Contact Center agents 43 11 Click the Submit button Note Any agents who have an agent ID number that is between the numbers you enter in the From and To boxes are not changed These agents are not included in the number of agents added Contact Center Set Up and Operation Guide 44 Chapter 4 Setting up Contact Center agents Changing agent information You can change an agent s name supervisor status Automatic Answer setting Missed Call Option Activity Code setting Note You cannot change the properties of an agent who is logged on Ask the agent to log off and then make the changes To change agent information 1 Start CallPilot Manager Click the Contact Center heading Click the Agent List link The Agent List page appears Click the Change link for the agent you want to change The Change Agent page appears If the agent if logged on a message appears that says that the agent must log off first Change t
191. nt priority select Move to Skillset from the Skillset list box select the number of the skillset you want to route the call to from the New Call Priority list box select a priority from 1 20 for the call if you want to change the priority of the call select Change Call Priority Only and from the New Call Priority list box select a priority from 1 20 for the call 7 Click the Submit button Changing a CLID DNIS Route You can change the type of routing that applies to a CLID DNIS call If you want to change the type of call the routing applies to you must create a new route in the CLID DNIS Routing Table To change a CLID DNIS Route 1 Start CallPilot Manager Click the Contact Center heading Click the CLID DNIS Routing Table link The Intelligent CLID DNIS Routing page appears Click the Change link for the route you want to change The CLID DNIS Setup page appears for the route Select the type of routing you want to apply to the call If you want to move the call to another skillset select Move to Skillset and from the Skillset list box select the number of the skillset you want to route the call to If you want to move the call to another skillset and assign it a different priority Select Move to Skillset From the Skillset list box select the number of the skillset you want to route the call to From the New Call Priority list box select a priority from 1 20 for the call If you want to
192. nt to delete an EWT Table that is not referenced by a skillset start at step 10 1 2 11 12 Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Disable link for the skillset you want to disable A message appears that asks you to confirm the request to disable the skillset Click the OK button On the Skillset List page in the Status column the skillset changes from Enabled to Disabled Click the Day or the Night link for the skillset with the EWT Table you want to delete The Day or the Night Routing Table page appears for the skillset Click the Modify link for the Greeting step that contains the EWT Table The Routing Step page appears Make the changes you want to the Greeting step so that it does not reference the EWT Table you want to delete Click the Submit button The changed step appears in the Routing Table list Click the Close button to return to the Skillset List page Click the Expected Wait Time Table link The EWT Greeting Tables page appears Click the Delete link for the EWT Table you want to delete A message appears that asks you to confirm the deletion Click the OK button Note When you delete an EWT Table you delete its contents The number of EWT Tables does not decrease Your EWT greetings are not be deleted when you delete an EWT Table N0060620 Chapter 10 Setting up Routing Tables 131 To change an EWT Table
193. ntact Center greetings 00 0 cece eee 199 Routing Table administration 0 000 eee eee eee 200 Contact Center general parameters 000 0c cece eee 200 How to calculate the longest time a caller can be on hold 201 Tips to improve the efficiency of Contact Center llli ils 0c eee eee 202 ESO DNS sciatic c csi Eos ROS Melt Ree Snnt UL I ui Se ent 202 Chapter 17 Examples of Contact Center configurations ssss 203 Contact Center with Reporting uuicese eue I Rm ny Rm REST RR exa ERR REOR LAG 203 General Configuration Tcr m 205 General Properes 2cicaccceakeagdesk Goes ceased enibi star se NEGROS 206 Caler MPU RULE Jetedcctaiaveea vi adonbdes ieee desoanadesedeas tees 206 Epod Wal TINE naga dcc aru tds hag wR Eco ue deas cca odin een doin 207 ACUI CONO cocce reed gee eae ee eae desque d Redi qaam sepe iq 207 B TTE 207 SUBE oocsaaxcas qeddub s des qu sona bx wd doner AEAT ITTE OE OLOR 208 c ro P U H 210 CIR ES RE ee RS EUR eng ea ts toe ep eds E TUI EP PET 213 CHICO M METETUCEERRROT TIRAS IU 215 Multimedia Contact Center 26 4 0025 e o Rr dire RE ERR add 217 General propeltias 220k een tiigrid ew docks aw Bo CK eX A Rom RR CE do dod 217 Pla M TCPPPIPI C dec er pir ata ra eE See baweded ms 218 D E 219 ZIMIBBIS E PE r a eU E E A AAS E T A TTS 219 Chapter 18 Troubleshooting Contact Center 0
194. nter To change a skillset mailbox CDN Start CallPilot Manager 2 Click the Mailbox Administration heading The Mailbox List page appears 3 Click the Change link for the skillset mailbox The page for the skillset mailbox appears In the Extension box type the CDN of the skillset Click the Submit button Problems viewing skillset settings If you use Netscape Communicator version 4 77 and not all the Contact Center settings shown in this guide appear in your browser refresh the browser by clicking the View menu and clicking Reload Problems transferring calls to the voicemail extension If you create a transfer in a Routing Table Intelligent Overflow or Caller Input Rules the call transfers to the Automated Attendant rather than the CallPilot extension We recommend you transfer to the skillset mailbox rather than the voicemail extension Call processing problems To achieve the most efficient use of your Contact Center make sure you operate Contact Center within its maximum limits If you overload Contact Center slow or unpredictable call processing times can occur The Contact Center maximum configuration limits are 80 active agents 100 active calls and 50 skillsets Although these are the configuration limits for Contact Center software we recommend that you are cautious about approaching the maximum of any of these limits Business Communications Manager has other services that also use its hardware and software res
195. nter records the No Peg System Activity Code for 5 minutes How Activity Codes interact with system features Transfer to Agent If a call is transferred to another agent the second agent can continue to enter Activity Codes for the call Here are three examples all with Prompted Activity Codes Example 1 Both agents enter Activity Codes Time Activity Peg time 9 00 Start of call 1 9 05 Agent 1 enters Activity Code 1 5 minutes 9 07 Agent 1 transfers call to agent 2 If Agent 1 does not enter another activity code Contact Center autopegs 2 minutes for Activity Code 1 9 10 Agent 2 enters Activity Code 2 3 minutes 9 15 End of call If Agent 2 does not enter an Activity Code by the end of the Active Peg period Contact Center Autopegs an additional 5 minutes for Activity Code 2 N0060620 Chapter 15 Activity Codes 191 Example 2 The first agent enters an Activity Code Time Activity Peg time 9 00 Start of call 1 9 05 Agent 1 enters Activity Code 1 5 minutes 9 07 Agent 1 transfers the call to agent 2 If the agent does not enter another Activity Code Contact Center Autopegs 2 minutes for Activity Code 1 Agent 2 does not enter an Activity Code 9 15 End of call A F907 session appears on Agent 2 s telephone End of active peg period Because agent 2 has not entered an Activity 8 minutes Code Contact Center records the No Peg Sys
196. nts 40 adding multiple agents 42 Call answering 157 configuration limits 228 efficiency tips 202 examples 203 greetings 105 language availability 159 maximum capacities 228 password access 28 password creating 28 preventing call congestion 174 setting up general parameters 163 Contact Center Administrator resetting password 224 Contact Center Reporting properties 162 Control DN 48 65 227 skillset 48 Conventions guide 30 Copying a message 78 copyright 2 D Day mode skillset 114 Day of Week Service 17 Day Routing Table example 142 Default mode skillset 114 Delay Answer 49 Delay Answer feature 199 247 Deleted messages retrieving 80 Deleting agent 45 messages 79 81 Destination number character limit 92 94 101 for pagers 90 when CallPilot is behind PBX or Centrex 90 Destination pager number character limit 90 Destination Off premise Message Notification numbers 85 Determining Control DN 65 mailbox interface 31 Message Waiting Indication extension 65 skillset mailbox number 65 DID routing 52 Directory Company 66 Disabling a skillset 61 Display telephone entering characters 30 two line 29 Display Waiting Calls Feature Code 169 Dynamic agent priority 16 18 57 E Enable Caller ID 162 Enabling a skillset 61 227 Erasing messages 79 81 Expected Wait Time about 126 caption 129 134 greeting number 129 greeting step 134 greetings examples 127 setting up 126 table deletin
197. o Step 2 Insert Modify Delete Insert Close N0060620 Chapter 17 Examples of Contact Center configurations 209 Night Routing Table Skillset 1 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information 1 Transfer to extension Night Routing Table steps Informa Transfer to Extension 238 Insert Modify Delete Insert Close Service Mode NORTEL Main Logout Help Skillset Service Mode Skillset 1 24 hr Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Service Format Format Monday vl Tuesday Wednesday Thursday Friday Saturday Sunday Contact Center Set Up and Operation Guide 210 Chapter 17 Examples of Contact Center configurations Overflow Overflow Rule Table Skillset 1 Rule Mode Condition Action Commands 1 Day No Agents Skillset Mailbox 222 Insert Modify Delete Move End Close Insert Skillset 2 Properties Name Support MWI DN 334 Method Least Busy Attendant Ext 222 Use previous calls to 10 calculate EWT EWT Increase Allowed Enabled Initial Call Duration 00 03 00 Activity Code Entry Type Prompted Agents 21 22 6 7 8 9 10 11 12 13 14 23 24 25 26 27 28 29 30 31 32 33 N0060620 Chapter 17 Examples of Contact Center configurations 211 Routing Tab
198. o enable the Primary Alert select the Primary Alert check box and enter the Primary Alert time 5 To enable the Secondary Alert select the Secondary Alert check box and enter the Secondary Alert time The Secondary Alert time must be greater than the Primary Alert time Contact Center Set Up and Operation Guide 164 Chapter 13 Setting up Contact Center general properties 6 Ifyou use Contact Center Reporting in the CC Reporting Server Password box type the password that Contact Center Reporting users must enter to collect data Type the password again in the Confirm Password box 7 Ifyou use Contact Center Reporting select the Enable CC Reporting Data Stream check box to enable reporting data to be collected 8 Inthe MMCC Public Hostname box enter the appropriate public host name for your system The MMCC Public Hostname can be an FQDN or the IP address of the Business Communications Manager 9 From the Reserved Channels list box select the number of voice channels you want to reserve for Contact Center 10 From the Supervisor Help Request Timeout list select a value between 1 and 60 seconds The default is 12 seconds 11 From the Supervisor Help from options select all skillsets or agent s skillsets only 12 From the Enable Caller ID options select how you want caller information to be displayed on agent telephones Name with number backup displays the caller s name for 3 seconds and then the skillset name If the cal
199. o step 1 the call goes back to step 1 and repeats the steps The steps are repeated until an agent becomes available or the caller leaves a message in the skillset mailbox The first step in a routing table cannot be a Goto step because there are no possible target steps yet A Goto step cannot point to itself Contact Center Set Up and Operation Guide 132 Chapter 10 Setting up Routing Tables Transfer A Transfer step can transfer calls to anextension amailbox anexternal number e the Automated Attendant e an operator e aCCR Tree Disconnect A Disconnect step releases calls from the skillset If the first step in a routing table is a Disconnect Contact Center does not answer the call Greeting step parameters You can assign these parameters to greeting steps If the first step in a routing table is a Greeting step it can detect fax calls and route them to the skillset mailbox for the routing table For more information refer to Fax Detection on page 125 Forced Play Enable Forced Play for a greeting that contains important information that you want callers to hear If an agent becomes available while a caller is listening to a Forced greeting the greeting is not interrupted The caller must listen to the entire greeting If you do not enable Forced Play when an agent becomes available the greeting is interrupted and the call goes to the available agent Limit the number of Forc
200. of the call in a skillset If you use Multimedia Contact Center the expected wait time is displayed in the caller s browser Each EWT greeting table can contain up to 11 greetings Up to 10 of these are wait time intervals that you define with greetings for the expected wait time The last greeting is a general greeting that can cover any wait time situation This is the greeting that plays when there are no wait time intervals defined or if the EWT exceeds all the configured wait time intervals You can create a maximum of 20 EWT Tables EWT is computed based on the following factors e Average call duration the time when a caller is on the phone with an agent This is an average for a predefined number of calls based on the settings for the skillset Number of higher priority calls ahead of the caller in all the skillsets that the same agents are assigned to e Number of agents in a skillset e Availability of agents for a skillset s calls N0060620 Chapter 10 Setting up Routing Tables 127 To set up EWT 1 Record EWT Greetings Refer to Recording EWT greetings on page 127 Set up the EWT Table Refer to To set up an EWT Table on page 128 Create a Greeting step that uses an EWT Table Refer to Adding a Greeting step on page 133 Set the EWT parameters Refer to Setting up or changing a skillset on page 50 Recording EWT greetings The first step in setting up an EWT Table is recording E
201. ompted or Optional setting to skillsets and agents using CallPilot Manager If you set a skillset to Prompted all of the calls to the skillset must have Activity Codes entered for them If you set an agent to Prompted the agent must enter an Activity Code for every call they answer If either the skillset or the agent setting is Prompted entering Activity Codes for calls is prompted If both skillset and agent are optional entering Activity Codes is optional The call s skillset is its current skillset The call s current skillset is not necessarily the original skillset because a call can move to a new skillset through a transfer or intelligent routing rule The default setting for skillsets and agents is Optional N0060620 Chapter 15 Activity Codes 189 Examples of Prompted and Optional Calls Example 1 Optional where the agent does not enter an Activity Code Time Activity Peg time 9 00 Start of call 9 11 End of call Since entering Activity Code is Optional there is no Prompted F907 10 minutes session Because the agent did not enter an Activity Code Contact Center records the No Peg System Activity Code for 10 minutes Example 2 Prompted where the agent does not enter an Activity Code Time Activity Peg time 9 00 Start of call 9 10 End of call A prompted F907 session appears on the agent telephone at the end of 10 minutes the call Because the agent does not enter an Acti
202. on 172 About monitoring SESSIONS aas casartribrexereeFRaoRseTa 4i ex Rd RE EAS 173 Montong SB SIE sisser Soar acces tag tsLincdh dn asthe GND a Bog pe d rd cell ae we a o dk 174 To monitor Sklllsgle gece aes ceed ceaeeeeebeceseeiaedcedeuineee RAS eH 174 An example of monitoring skillsets 2 0 0 0 c eee eee eee 175 Using a memory button to monitor calls waiting in skillsets 175 Taking some Not Ready time 0 00 eee eee ee 176 Programming Not Ready to a memory button 0 0 00 c eee ee eee 176 LOGIN esce up deed herd red ER seer e Od Rese db dew prob e ddp aus 177 Changing your supervisor password sss sasssa aeea 177 Mr auris Mni MR C ME E Wm a e A a b i eoi E ER 177 How Supervisor Help works 0000 00 cece eta 178 Configuring Supervisor Help 2sicscesv dedu eRRRR RH RRexRERRCDERRE ESTA RES 179 How to handle Supervisor help requests llli leise 179 How to handle missed requests c o susce er eR rx 180 An example of retrieving an escalated request 0000 e eee eee 180 Chapter 15 Activity CODES iioseosuusecssscssesszc sssessceseseceoeveceses 183 What Activity Codes are c2c2ce cs RR XR ERGXRor dep E RR oe Set SER eRe des 183 Optional and Prompted Activity Code logging 200e0ee eee 183 Examples of Activity Code calls is rasrersiesisrsssnieririridiit ntis tkak 185 Activity Codes Contact Center automatically enters Autopegs and System A
203. on The Greeting step appears as step 1 in the Day Routing Table list Click the Insert link for the End step The Routing Step page appears Click the Distribute for option In the Distribute for box enter the time 01 00 Click the Submit button The Distribute For step appears as step 2 in the Day Routing Table list Click the Insert link for the End step The Routing Step page appears The Greeting option is selected by default In the Greeting box type 2 At the Intelligent Caller Input Routing option select Basic The Auto Attendant Operator Skillset Mailbox and CCR check boxes are selected by default The default DTMF digits for each destination are shown Click the Submit button The Greeting step appears as step 3 in the Day Routing Table page Click the Insert link for the End step The Routing Step page appears Select the Distribute for option The default time of 00 30 is shown in the Distribute for box Click the Submit button The Distribute for step appears as step 4 in the Day Routing Table list Click the Insert link for the End step The Routing Step page appears Greeting is selected by default In the Greeting box type 3 At the Intelligent Caller Input Routing option select Basic Clear the Auto Attendant Skillset Mailbox and CCR check boxes so that just the Operator check box is selected Click the Submit button The Greeting step appears as step 6 in the Day Routing Table list Click the
204. ongest time a call has been waiting in the skillset Display Waiting Calls lets you know when a skillset in your contact center gets very busy You can then ask qualified agents to log on to the busy skillset To monitor skillsets 1 Press 010 J The skillset display for skillset 1 appears On a one line display Onatwo line display telephone To telephone press press 0 or GOTO enter the number of the skillset you want to monitor e or SKILL monitor the next enabled skillset or 6 or 6 or HEXT go to the next skillset 4 or PREL go to the previous menu go to the next menu cancel the session we ToS exit Note If at any time during a monitoring session you press a programmed memory key your monitoring session ends Do not press a memory key unless you want to end your monitoring session N0060620 Chapter 14 Monitoring Contact Center call activity 175 An example of monitoring skillsets In the example shown here there are calls waiting in skillset 1 In this situation after you monitor the skillsets you can ask the qualified and available agents from another skillset to log on to skillset 1 until the calls in skillset 1 are handled 1 Press 8 0 J Skill 1 Enabled 2 Press HEXT to monitor skillset 1 aie NEST In this example skillset 1 is enabled and appears on the display first If skillset 1 is not enabled press HEXT to go
205. or after the caller transfers to the Automated Attendant or CCR The attendant extension is optional If you do not assign an attendant extension the call is sent to the system attendant extension If a call is transferred to an Auto Attendant greeting table the call is sent to the greeting table attendant Note You must enter an MWI DN before you enter an attendant extension If you enter an attendant extension without an MWI DN assigned you receive an error message prompting you to enter the MWI DN The attendant extension must be a different number than the MWI DN Prompt Language can be either Primary or Alternate The language preference is the language choice used for prompting callers who transfer to the Automated Attendant or CCR Prompt Language appears only ona system that is configured as bilingual Use previous _ calls to calculate EWT You can enter a number between 2 and 256 calls For more information about Expected Wait Time see Expected Wait Time on page 126 EWT Increase Allowed Selected by default which means that EWT will be recalculated if it increases and the appropriate EWT greeting will be played For more information about Expected Wait Time see Expected Wait Time on page 126 Initial Call Duration The Initial Call Duration is used to compute expected wait time until sufficient call statistics are obtained This can be a value between 00 01 00 and 24 00 00 For more informat
206. ority Plan for slow times for example if agents are logged on to skillset 1 only ensure that incoming calls to skillset 2 overflow to skillset 1 When you set up skillset parameters for skillset 2 assign a time to the Overflow parameter Then callers can still speak to an agent When no agents are logged on to any skillset ensure that the Contact Center greetings set up in the Routing Table have Transfers set up If a Contact Center greeting transfers to a skillset mailbox callers can press to leave a message in the skillset mailbox Ensure that the greeting includes that callers can press 9 to leave a message in a mailbox 9 is the default keypad button callers can press to transfer to the skillset mailbox You can select a different number Assigning DNs When you assign a CDN to a skillset If you use Business Communications Manager do not program any new skillsets to use DNs that reside on ports 01xx or 08xx or 07xx if you use a 3 5 split system Neither Contact Center nor other system components including the core are guaranteed to be robust with this configuration If a telephone or any other device uses the same extension the Contact Center does not answer calls On a Business Communications Manager system you can determine the range of B channel extensions by using the Element Manager The DNs do not have to be physically equipped with a Media Bay Module The system assigns a skillset mailbox that uses the C
207. ources As a guideline we recommend that if you are approaching the limit for agents active calls or skillsets you keep the other two settings at about half their configurable maximum or less Excessive Call Ringback If callers hear ringback for a long time possibly interrupted by distribute tones partial or full greetings before they get an agent Check whether your Transfer Ringback Timer has a high threshold value Set your transfer callback to a higher value than the ring delay for CENA N0060620 Chapter 18 Troubleshooting Contact Center 229 Ask agents to use the Not Ready Feature Code Le J R 0 B when they are not available to take calls As explained in Do Not Disturb on page 225 agents must not use Do Not Disturb Agents must set their CENA to the voicemail extension or the skillset extension if they do not have a mailbox Agent using T7316 sets must program all Contact Center Feature codes F904 908 and 909 to one of the bottom five keys on each side of the display Contact Center Set Up and Operation Guide 230 Chapter 18 Troubleshooting Contact Center Calls do not distribute to certain agents Check that the agent is logged on and available You can view the agent in Reporting for Contact Center or supervisor monitor Agents are automatically Logged Out or Made Not Ready if e acall is distributed to the agent and they do not answer the call After the transfer callback timer has expire
208. ow many new and saved messages are in the mailbox To open a skillset mailbox CallPilot 1 Press amp 9 t Mbox 2 Press RETRY Ok or if you are at another extension enter the skillset mailbox number and then press OK or E J Pswd 3 Enter the skillset mailbox password and press OK or J RETRY OF Opening a skillset mailbox remotely To open a skillset mailbox from an outside telephone e Ifa skillset mailbox is a Mailbox node in a CCR Tree press the one digit number and you automatically transfer to the skillset mailbox or N0060620 Chapter 6 Setting up skillset mailboxes 69 e Call an Operator receptionist or subscriber and ask them to transfer you to the skillset mailbox number using e 6 6 e After you reach the skillset mailbox press during the greeting to open the skillset mailbox If you are in Europe or Australia press e Atthe voice prompt enter the skillset mailbox number and password and press 4 J Follow the voice prompts To open a skillset mailbox directly from an outside telephone Follow either procedure to open a skillset mailbox remotely 1 Call a telephone line that is answered by the Automated Attendant 2 Press during the Automated Attendant Menu prompt If you are in Europe or Australia press Enter the skillset mailbox number and password and then press Follow the voice prompts or 1 Call your own extension number 2 Press during your person
209. ow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Contact Center Set Up and Operation Guide 238 Chapter 19 Contact Center Programming Record Contact Center agents Agent ID Agent name and type Supervis Names and s of skillsets or status agent is assigned to Y N Missed Call Option Auto Answe Y N N0060620 Chapter 19 Contact Center Programming Record 239 Skillset assignments Skillset name and Agent ID and name Priority Contact Center Set Up and Operation Guide 240 Chapter 19 Contact Center Programming Record Skillset mailboxes Skillset Mailbox name Mailbox number Control DN MWI extension Mailbox password N00
210. ox enter the delay answer time The default delay answer time is 00 00 If you want to assign an attendant to the skillset in the Attendant Ext box type the extension of the attendant You must enter an MWI DN before you enter an attendant extension If your system is configured for bilingual operation from the Prompt Language list box select Primary or Alternate The Prompt Language list box does not appear if you do not use bilingual operation For more information on bilingual operation refer to Assigning the Contact Center language on page 159 If you use Expected Wait Time EWT enter the number of calls you want to use to calculate EWT in the Use Previous calls to calculate EWT box This is the number of previous calls that are used to calculate the average call duration of a skillset The number can range from 2 to 256 The default is 10 For more information about EWT refer to Expected Wait Time on page 126 If you use Expected Wait Time leave the EWT Increase Allowed check box selected if you want the system to recalculate the EWT if it increases and continue to play the appropriate EWT greeting If you clear the check box callers will not hear recalculated expected wait times if the wait time increases Whether you select the check box or not callers will hear the appropriate EWT greeting if the wait time decreases If you use Expected Wait Time in the Initial Call Duration box enter in hh mm ss format the initia
211. pears that asks you to confirm the deletion If the agent you want to delete is logged on the Delete button is not available If the agent you want to delete has logged on while you are deleting them a message appears that says that the agent must log off before you can delete them 5 Click the OK button A message appears that says the agent is deleted 6 Click the OK button Forcing an agent off Agents usually log out when they are no longer available to receive calls If an agent leaves and does not log off you can force the agent off An agent that is forced off does not receive any new Contact Center calls To force an agent off 1 Start CallPilot Manager Click the Contact Center heading Click the Agent List link The Agent List page appears 4 Click the Force Off link for the agent you want to log off A message appears that asks you to confirm the request to force off the agent 5 Click the OK button A message appears that says the agent is logged off Contact Center Set Up and Operation Guide 46 Chapter 4 Setting up Contact Center agents 6 Click the OK button The agent status changes to Logged Off on the Agent List page Note If the agent you force off is on a call the call is not interrupted N0060620 47 Chapter 5 Setting up skillsets About skillsets Contact Center skillsets answer and distribute calls to agents as they become available Skillsets hold calls for different Contac
212. prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Meg notits 3 Press ADMIH or 1 to set up Off premise Message Notification BDMIH SELECT Destination 4 Press PHOHE or 1 to choose a destination phone number PHOHE ExT PAGER EY Ph 5 Enter the destination phone number and press OK or 4 The peli DE destination phone number cannot be longer than 30 digits ee 6 Press OK or to accept the destination phone number PED ms represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters Start hhmm 7 Enterthe start time for Off premise Message Notification This is a TON us four digit field Any single digit hour and minute must be preceded by a zero start time 8 Press AM or RETRY AM Ph oh PM or 2 Contact Center Set Up and Operation Guide 94 Chapter 7 Off premise Message Notification start timer RETR 9 Press OK or to accept the start time OF Stor hhmm RETR d stor timet RETRY AM
213. r an agent is Prompted or Optional if the agent enters an Activity Code while a call is connected and does not enter another Activity Code by the end of the active peg period there is a period of talk time that is does not have an Activity Code assigned to it If this happens Contact Center assigns the last Activity Code the agent entered to the remaining time This is called an Autopeg An Autopeg does not affect the peg count Examples of Autopeg calls Autopeg example 1 An agent enters Activity Code 1 during the call Contact Center assigns the same Activity Code Activity Code 1 for the remaining talk time Time Activity Peg time 9 00 Start of call 9 05 Agent enters Activity Code 1 5 minutes 9 12 End of call End of active peg period Contact Center autopegs Activity Code 1 7 minutes Autopeg example 2 The agent enters two Activity Codes and does not enter another Activity Code during the active peg period so Contact Center counts Activity Code 2 for an additional 5 minutes The count for each Activity Code remains at 1 Time Activity Peg time 9 00 Start of call 9 05 Agent enters Activity Code 1 5 minutes 9 07 Agent enters Activity Code 2 2 minutes 9 12 End of call End of active peg period Contact Center autopegs Activity Code 2 5 minutes Autopeg example 3 During the call the agent enters three Activity Codes The agent does not enter another Activity Code during th
214. r has set for Retries in Intelligent Caller Routing Advanced If the caller enters their number correctly Contact Center compares the caller s personal identification number with the Match String in the rules for Rules Table 1 For Rules Table 1 the Contact Center Administrator created a rule of a fixed length of eight digits because all personal identification numbers are eight digits long The Contact Center Administrator created three rules for Rules Table 1 e rule 4709 Customers with servers have a personal identification number that begins with 4709 rule 5709 Customers with desktop computers have a personal identification number that begins with 5709 e rule 6709fHHHt Customers with laptop computers have a personal identification number that begins with 6709 The callers personal identification number is 67095233 which matches the rule for laptop computers The Contact Center Administrator set up the rules in Rules Table 1 with these Actions e amatch for 47097 sends callers to skillset 1 servers and changes the call priority to 1 e amatch for 5709 sends callers to skillset 2 desktops and changes the call priority to 1 e amatch for 6709 sends callers to skillset 3 laptops and changes the call priority to 1 The call enters skillset 3 Skillset 3 is the priority service skillset for laptops Contact Center Set Up and Operation Guide 152 Chapter 11 Creating Caller Input Rules Ch
215. raet ttn rrt xk RARE Kr Kp ORE Kane a 68 To open a skillset mailbox from an outside telephone seeeseeessss 68 To open a skillset mailbox directly from an outside telephone sss 69 To change a skillset mailbox password 2 entrer rrr rr rere rere n eren eines 70 To reseta Skillset mailbox pass Word res sucer spat n bh qos ipee va tenir as 70 To record a Primary or Alternate skillset mailbox greeting esssssse 72 To choose a Primary or Alternate skillset mailbox greeting ssse 74 To record a Personalized skillset mailbox greeting eeeeeeeeese 75 To delete a Personalized mailbox greeting c ssccceeceeesnceeeeeseeneeeeeneeneeeeeeseeneeteeneaes 77 To play skillset mailbox messages Norstar Voice Mail ssessessss 78 Contact Center Set Up and Operation Guide 4 Task List To play skillset mailbox messages CallPilot esee 80 To retrieve an erased message Norstar Voice Mail sssssssseeeees 82 To retrieve an erased message CallPilot eseesseeeeeeeeeenennnenn 82 To reply to an internal caller Norstar Voice Mail seeeseeeeeeeeeeeee 83 To reply toan intemal caller DallPilgt uus eadein PHE3 saepe beta tatu RPza da DURER RI eq S aS eda cR
216. re sending to the caller contains Flash animations they must tell the caller to display the page by for example clicking the Next button or telling them what item to click on the page to display the next page Silent Monitor If agents answer calls using features like Answer DN or Call Pickup on a set they are not logged onto you cannot monitor these calls You can do monitoring for wireless sets including KIRK and DECT sets only if the agent logs onto the set Skillset problems Problems enabling skillsets Before you enable skillsets ensure that skillsets are assigned a valid CDN If you cannot enable a skillset ensure you assigned it a valid CDN For information about skillset CDNs refer to Control DN on page 48 Problems changing skillset properties If you cannot change a skillset s properties there are two possible reasons The Contact Center skillset is enabled You must disable the Contact Center skillset before you can change the skillset properties The skillset mailbox has the wrong extension number Refer to Determining a skillset mailbox number on page 65 for how to determine the extension number of the skillset The extension number of the skillset mailbox must be the same as the Control DN of the skillset If the skillset mailbox has the wrong extension you cannot change the properties for a skillset mailbox Contact Center Set Up and Operation Guide 228 Chapter 18 Troubleshooting Contact Ce
217. ree Click the Record button After the tone record your greeting 7 After you finish recording click the Stop button N0060620 Chapter 8 Recording Contact Center greetings 109 8 To listen to the recording click the Play button or to save the recording click the Save button The recording replaces a previously recorded greeting 9 Click the Close button and replace the telephone handset Note You can disconnect the telephone by clicking the Hang Up button or replacing the telephone handset The next time you use Play or Record the phone number shown in the Connect to box is dialed You do not need to hang up each time The connection remains for several minutes even if you close the page You can access another greeting without having to re answer your telephone The connection disconnects after several minutes of inactivity or if you log off CallPilot Manager 10 If you want to enter a caption for the greeting click the Refresh button on your browser 11 Click the Add Caption link for the greeting The Greeting Caption page appears 12 In the Greeting box type a descriptive name for the greeting The greeting caption can be a maximum of 30 characters 13 Click the Submit button Note If you want to change the Greeting Caption click the Change Caption link and make your changes Importing a Contact Center greeting You can import a previously recorded greeting in wav file format so that you can u
218. rence 49 Language changing availability 159 Least Busy method of call distribution 249 Lines assigned to be answered by skillset 47 configuring 155 loading keycode Element Manager 26 27 Logging off agent 45 supervisor 177 Mailbox opening skillset mailbox 68 outdial route 86 skillset mailbox 65 Mailbox interface CallPilot 31 Norstar Voice Mail 31 Manual call presentation 18 39 Memory button indicator 34 35 161 169 programming 34 35 Message Waiting Indication determining extension 65 extension 249 Message Waiting Indication extension 48 Messages copying 78 deleted retrieving 80 deleting 79 81 erasing 79 81 external 82 83 forwarding 81 internal 82 minimum recording length 82 Contact Center Set Up and Operation Guide 254 Index Off premise Message Notification 85 playing envelope CallPilot interface 81 envelope Norstar Voice Mail 79 next CallPilot 81 next Norstar Voice Mail 79 pausing 79 previous CallPilot 81 previous Norstar Voice Mail 79 rewinding 78 81 skipping forward 79 81 skipping to end 79 quitting 79 replaying 79 replying CallPilot 81 82 replying Norstar Voice Mail 79 82 saving 80 silence timeout 82 skillset mailbox 65 Method of Call Distribution 48 249 Monitoring agent calls 169 call activity about 169 example of monitoring 175 logging on to monitor agents 171 Primary alert time 161 Secondary alert 161 Silent Monitor 169 skillsets 175 tips 171 Monitor
219. ric characters long Click the Submit button The new Activity Code appears in the Activity Codes table Contact Center Set Up and Operation Guide 194 Chapter 15 Activity Codes To change an Activity Code You can change an Activity Code s name and description You cannot change an Activity Code s number 1 Click the Contact Center heading and click the Activity Codes link The Activity Codes page appears 2 Click the Change link for the Activity Code you want to change The Activity Code Setup page appears Make the changes you want to the Activity Code s name and description Click the Submit button To delete an Activity Code 1 Click the Contact Center heading and click the Activity Codes link The Activity Codes page appears 2 Click the Delete link for the Activity Code you want to delete The Activity Code is deleted from the Activity Codes table Importing Activity Codes You can import files of Activity Codes You can update the Activity Code table with a spreadsheet or other file You specify whether the file replaces the Activity Code list or is added to it Creating a list of Activity Codes The file you create to import must e be in ASCII format If you create the list in Notepad save it in ANSI format If you create the list in Excel save it in csv format e have one Activity Code per line comprised of the ID name and description separated by commas N0060620 Chapter 15 Activity
220. rm the deletion Click the OK button Contact Center Set Up and Operation Guide 154 Chapter 11 Creating Caller Input Rules N0060620 155 Chapter 12 Line administration Before Contact Center can answer an incoming line you must assign the line to be answered by a Contact Center skillset Refer to Intelligent Contact Center Capacities on page 16 for information on how many lines you can configure for your contact center For each line that you want Contact Center to answer you assign e the line to be answered by Contact Center e the skillset that calls on this line go to e the number of rings before the line is answered You can record your line answering information in the table Line answering on page 244 Setting the Answer Lines status The Answer Lines status determines whether Contact Center answers the assigned lines If the Answer Line status is set to Yes Contact Center answers the lines assigned as Contact Center and CallPilot answers the lines assigned as AA If the Answer Line status is set to No neither Contact Center nor CallPilot answers lines To set the Answer Lines status Psu 1 Press e 68 6 mE Ne DK Enter the Operator password and then press OK N Choose option 2 Press OFER OPER MODE Atdt auailiH 3 Press HEXT CHHG HEAT Business openi H 4 Press HEYT CHHG HEST Answer lines H 5 Press CHHG CHHG HEST If you set Answer Li
221. rrne rna pie rash been pee iS 34 Setting up Contact Center agents slsll seeess 39 Te Bi A M RARAN E EN eE M 40 Toadd mots anmone a00 EL E T o o o 0 LES 42 Te Change agent Tareas DEus eb eii i Ce abd EE Y TASA T Rea Rb LESE RE eae 44 UIDI up gu de rr T 44 To ia lia eo DE o DM 45 pow vC Er E Uo 2 o UTE 45 Setting up skdlisele ooceosesuo serrure sr o nra y oy yes 47 TO Sel up or chango Shes osi ep Ure ke eaa ri RR rb Ha te rli da SEED VERRE 50 To set up DID routing for Business Communications Manager seeesssss 52 Toadd a GLIDDNIS PIOUEB eii eer Ere YEA EROR PHA ERN SERERE ROGO te REN Ia Tre box RE E ORE 55 Te ehange a CLIDIDNIS PIG s irexs ihr pret veces aaa Sasa DOO vena OQ RR Kao ER OU Pe ean 56 To delete a CUPONS BONUS uei e ed a Er d Doa Hee Edad kb ha tad reb tt dd pb an 57 DIC urbis pisi d d EE STA To change an agents priority iN skllIget ucico rere rrr reni reni r 59 To unassign an agent from a BRI E cic cccnssccicuinasceanpiadaaseacpanasiuaationnidans sped aed a pEn TE DRE S 60 Toviow agens Mo Ski E 60 Ton bea dcm EE 61 To dica SS NBG atna 61 yox gessi UL 1 TS 63 Setting up skillset mailboxes lessen 65 To determine a skillset s mailbox number and Message Waiting Indication telephone 66 ux cri a SRST Wii DON deem ERE 67 To open a skillset mailbox Norstar Voice Mail sssseseee 68 To open a skillset mailbox GallPilut2inr
222. rt times on page 161 Contact Center Set Up and Operation Guide 176 Chapter 14 Monitoring Contact Center call activity Taking some Not Ready time If you use 9 0 8 Not Ready you do not receive Contact Center calls You can program a Break Time which makes Contact Center automatically wait a short time before it routes the next call to you You use Break Time to complete any tasks such as paperwork required by the last call If you need some extra time use Not Ready to prevent Contact Center from routing another call to you Do not use the Do Not Disturb feature You can use Not Ready while a call is ringing on your telephone The call that is ringing on your telephone goes back to the skillset You can program a memory button with an indicator instead of pressing 9 0 68 For information on how to program a memory button refer to Programming a memory button with a Feature Code on page 34 For more information about Break Time refer to Break Time on page 48 Note While you use Not Ready you still receive non Contact Center intercom and transferred calls To use Not Ready 1 Press 9 0 B Make Hot Reads appears on the display If you press 0 8 and Break canceled appears on the display you canceled the Break Time that the Contact Center Administrator programmed for you You must press Q 0 8 again to activate the Not Ready feature If you press 9 0 8 andAgent active appears the Not
223. ry and Alternate greetings You must record a Primary greeting for each skillset mailbox In the Primary greeting include the skillset mailbox name that is listed in the Company Directory For example Hello You have reached the Sales Department at Bridgestone Computers At the sound of the tone please leave your name phone number and a brief message One of our agents will return your call as soon as possible Thank you You can record an Alternate greeting for each skillset mailbox Use an Alternate greeting for special circumstances In the Alternate skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory For example Season s Greetings You have reached the Sales Department at Bridgestone Computers At the sound of the tone please leave your name phone number and a brief message One of our agents will return your call when we re open on December 27 Thank you Contact Center Set Up and Operation Guide 72 Chapter 6 Setting up skillset mailboxes To record a Primary or Alternate skillset mailbox greeting 1 Press BeBe Follow the voice prompts or the display button options to open the skillset mailbox Skillset name 2 The skillset mailbox name appears briefly 3 If you use the CallPilot interface e Press to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface e Press HDHIH or Press GREET or e Go to step 4
224. s Default 2 maximum 80 Dynamic agent priority levels 20 Dynamic call priority levels 20 Active calls in all skillsets 100 Maximum active calls per skillset 100 Maximum lines configured for Contact 100 Center 24 max can be VoIP trunks Voice ports shared with CallPilot or dedicated 32 Routing tables per skillset 2 Greetings 150 Maximum time per greeting 1000 mins Maximum time for all greetings gt 370 hours Gigabyte Steps per routing table 20 Overflow rules per skillset 20 Skillset mailboxes Default 0 Maximum 50 Supervisor functionality including call monitoring Silent monitor Supervisor Help Available with Silent Monitor Maximum simultaneous monitoring sessions e Caller Input Tables 50 Basic Intelligent Caller Input Routing the ability to route a call to an Operator Auto Available Attendant skillset mailbox or CCR Tree Advanced Intelligent Caller Input Routing the ability to route a call based on Available multidigit fixed or variable strings N0060620 Chapter 1 Getting started 17 Features Intelligent Contact Center for Business Communications Manager Delegated Contact Center Administration the System Administrator can create a password to give a Contact Center Administrator or supervisor access to Contact Center administration Available Intelligent Overflow Routing
225. s CLID DNIS Routing is the initial routing that Contact Center calls encounter The CLID DNIS Routing you set up lets Contact Center route calls quickly based on their incoming line number Callers are routed to skillsets depending on who the caller calls the line on which the call enters or from where the caller calls Your CLID DNIS Routing Table can have a maximum of 1000 rules Examples of using CLID DNIS Routing Routing using CLID ANI If your company has preferred customers or customers who have access to special services you can set up CLID ANI routing that recognizes the phone numbers the customers are calling from Customers whose phone numbers are recognized are immediately routed to appropriate skillsets The callers do not need to enter additional digits to route their calls Routing using DNIS If your company has a customer who is a purchasing agent who frequently contacts a sales line you can set up DNIS routing that recognizes the phone number the customer is calling Customers who call the sales directory numbers are immediately routed to sales skillsets Routing using Multimedia Contact Center If your company has Multimedia Contact Center enabled callers can click an HTML icon and enter the phone number they want an agent to call them at Calls that arrive from a multimedia call are recognized as Multimedia Contact Center calls and routed to the appropriate skillsets You can set up CLID ANI rules for Multimedia Contac
226. s 77 logging off 45 monitor 61 169 parameters 39 resetting password 44 Silent Monitor 169 unassigning 60 viewing in a skillset 60 Assigning Contact Center language option 159 Intelligent Overflow to a skillset 119 Attendant extension 49 Auto Attendant and Contact Center 20 Automatic Answer 18 Automatic timeout 36 Break Time 48 Button memory button indicators 161 programming a memory button 34 C Call call activity monitoring 175 Distribution Method 249 Dynamic Priority 19 priority 19 Silent Monitor 169 Call Forward on Busy 226 Call Park 224 Call Pickup 224 Call Transfer 224 Caller Directed Transfer 16 Caller ID 80 162 CallPilot Auto Attendant and Contact Center 20 call routing 19 CCR and Contact Center 20 CallPilot mailbox interface 31 CallPilot Manager 17 19 interface 27 starting 25 timeout 28 Caption Expected Wait Time table 129 134 greeting 110 134 CCR and Contact Center 20 CFB 226 CENA 226 Changing agentinformation 44 language 159 Contact Center Set Up and Operation Guide 252 Index skillset mailbox password 69 Channels reserved 162 voice 162 Character limit for Off premise Message Notification destination number 90 92 94 101 Checking the telephone mailbox interface 31 CLID DNIS Routing ANI 52 CLID 52 DNIS 52 line 52 Multimedia Contact Center 52 routing properties 52 Company Directory 66 Conference calls 171 173 Configuring lines 155 Contact Center adding age
227. s not logged in check box as the condition for the second rule e selects the skillset mailbox as the action for both rules Mode Conditions Action Explanation Night 02 30 Skillset Mailbox The call transfers to the skillset mailbox if the call is not answered within 2 minutes and 30 seconds Night No Agents Skillset Mailbox The call transfers to the skillset mailbox if there are no agents logged on to skillset 1 Example 7 In this example calls to the contact center go to skillset 1 which is the company s order desk Skillset 1 agents are the company s experienced sales agents If no agents are logged on to skillset 1 and if the call is not answered by an agent within two and a half minutes the call overflows to skillset 2 Skillset 2 agents are the company s less experienced sales agents The Contact Center Administrator selects the Day service mode e sets the timer to 2 minutes and 30 seconds Selects the Agents not logged in check box e selects Overflow as the action e selects skillset 2 Mode Conditions Action Explanation Day 02 30 and No Agents Overflow 2 The call overflows to skillset 2 if the call is not answered within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1 N0060620 Chapter 9 Setting up Intelligent Routing 119 Example 8 In this example calls to the contact center are answered by skillset 1 the company
228. s on a conference call you hear silence You do not begin to monitor the agent until the agent takes a call takes the call off hold or ends the conference call If you want to join the call press JOIH You can press MUTE to mute your voice while you monitor To end the monitoring session press CHHCL If you want to monitor another agent in the skillset press HEAT until you see the agent you want to monitor and then press OBS You can program a memory button with Q 0 4 If the memory button you choose has an indicator the indicator shows your log on status If the indicator is off you are logged off If the indicator is on you are logged on An agent requests help while you are in a monitoring session While you monitor an agent the agent can request Supervisor Help If an agent requests help you are automatically selected to help and assumed to have accepted the request When you are done the Supervisor Help session ends and your original monitoring session resumes where it left off N0060620 Chapter 14 Monitoring Contact Center call activity 173 About monitoring sessions Receiving a call on your telephone If you are monitoring an agent and you get a call on your telephone the monitoring session ends if you answer the call When you end your call you can press DBESU to reenter the monitoring session with the agent Making a call while monitoring If you make a call while you are monitoring an
229. s that are available are the skillsets that are assigned to you If there is only one skillset available to log on to that you are assigned to you are automatically logged on to that skillset Press OK The display briefly confirms the skillsets that you are logged on to Press You are now logged on and can accept calls like a Contact Center agent To begin monitoring agent calls press the memory button programmed with 0 5 After you press 9 0 5 Contact Center does not route calls to you Press OK to accept the skillset shown or press HEXT or FREN to find the skillset you want to monitor Enter the Agent ID of the agent you want to monitor and press OK Invalid Haent appears if the agent is not assigned to you You can press DIF to find the Agent ID in the Agent directory You can monitor any agent logged into a skillset assigned to you Press IMFO to display the Agent ID number agent name call state and the time in minutes and seconds that the call has been in this state Call states include Idle Not Ready and Break Incall Outcall Browse AnsDN Ringin Press IMFO a second time to display the Agent ID number agent name and monitoring options again Press OES to monitor an agent If another supervisor is monitoring the agent the OBS button does not appear At any time you can press the CAHCL button to exit the monitoring session without logging off If the agent has no active call has a call on hold or i
230. s to add characters After you add special characters press OK or to accept the destination number Start hhmm 7 Enterthe start time for Off premise Message Notification This is a ine TIS E four digit field Any single digit hour and minute must be preceded by a zero start Lime 8 Press AM or PH RETR HH Or PM or 2 J sstart time 9 Press OK or to accept the start time RETR Ok Star hhmm 10 Enter the time when Off premise Message Notification is to stop SE DK This is a four digit field Any single digit hour and minute must be preceded by a zero stor time 11 Press AM or RETRY AM FH Or PM or 2 J stor time 12 Press BE or to accept the stop time RETRY OF Hore dest 13 Press VES or 1 J if you want to set up another destination number YES HO or press HO or if you do not want to set up another destination number Startitstart time 14 Press HEXT or f to accept the start time that you entered CHHG HEST or press CHHG or 1 to change the start time Storistor time 15 Press HEXT or to accept the stop time that you entered CHHG HEAT or press EHHG or 1 to change the stop time N0060620 Chapter 7 Off premise Message Notification 89 Meg ture neu 16 Press OK or if you want to be notified when the skillset mailbox LE Eus receives a new message Or press EHHG or if you want to be notified only when the skillset mailbox rece
231. saic has seven on site and two off site sales representatives There are two staff members who book installations and two staff members who track service requests The installation team has expanded to 20 members Three senior sales people handle the preferred customers calls Only the sales people take sales related calls Installation bookings calls are handled by the installation booking employees Service requests are handled by two service request employees and any of the installation team when they are in the shop Here is how Mosaic configures their Contact Center General Configuration on page 205 General Properties on page 206 Caller Input Rules on page 206 Expected Wait Time on page 207 Activity Codes on page 207 Lines on page 207 Skillset 1 on page 208 e Routing Tables on page 208 Service Mode on page 209 e Overflow on page 210 Skillset 2 on page 210 e Routing Tables on page 211 Service Mode on page 212 Contact Center Set Up and Operation Guide 204 Chapter 17 Examples of Contact Center configurations e Overflow on page 212 Skillset 3 on page 213 e Routing Tables on page 213 e Service Mode on page 214 e Overflow on page 214 Skillset 4 on page 215 e Routing Tables on page 215 e Service Mode on page 216 e Overflow on page 216 N0060620 Chapter 17 Examples of Contact Center configurations 205 General Confi
232. scivecissascctsecsacasiessatenes 33 gil aes Se eee ee ee et ee eT Teer ee eT Te Teer Tree eee 33 Programming a memory button with a Feature Code 0 00a eee ee 34 Feature Codes used by Contact Center Administrator and Supervisors 35 Feature Codes used by Contact Center agents 0 ccc eee eee 36 Agen Faalure Codes 2 45 cedecd baer ep eeateye Reap Y wx deteasse wees 36 Contact Center Set Up and Operation Guide 8 Contents Chapter 4 Setting up Contact Center agents 00 e eee eee 39 Aboutaddng US TINE ae CR LE MC ETE 39 Agent BrOperflgS luus osse emer xx ec REE ERG OR kiha is HORRORS 39 Adding an agent or a SUPEIVIEO sscsasoseerrbeebcwukee C 3 XR RETE ss 40 Adding mote hall DD BOM 53a daacedr ew v ego blor e doo tIS PORE P RR C S 42 Changing agent information sslilssesssele seh 44 Resetting an agent s password llllseleseleeel nee 44 DOR SITRUBIE occas wakes Neu p RR Eau d REGNA AU ERIS RUE A SCR E wares 45 FOrcimg dm SES ONT aue uc qe ere dao eoo Ede CER CORO Eo PORRO RR E TER ed 45 Chapter 5 Seting UD SRMIBOEU uusccobosceseoseticiessne de oS a EET 47 GUI SIS orere ikkes wd ReaQALE xA A ARS CEVZRRA PRX RR QN RE E MATE 47 How incoming calls are sent to a skillset 0 000 cece eee ees 47 EXISTE POPES usd cies Eg aub wa QURE dO cab d act Boca cd da d datu dob a rdi 48 Setting up or changing a skillset 00000 cece eee 50 Setting ap DID TOU s 1853
233. se the same greetings across your system The wav file format must be Bit Rate 8 KHz Audio sample size 16 bit Channels mono or stereo Audio format PCM 44 1 kHz To import a previously recorded greeting 1 Click the Contact Center heading 2 Click the Greetings link The Contact Center Greetings page appears Contact Center Set Up and Operation Guide 110 Chapter 8 Recording Contact Center greetings 3 Click the Voice link for the number of the greeting you want to record The page you can record a greeting from appears 4 Ifyou know the location of the greeting in the Import box type the location of the file and click the Send button Or if you do not know the location of the greeting at the Import option click the Browse button and follow steps 6 through 9 The Open dialog box appears From the Look in list select the location of the file In the File name box type the file name From the Files of type list select the file type Click the Open button Click the Send button ON o cw 0 To play the greeting in the Connect to box type an extension or telephone number and click the Play button Your telephone rings 11 Answer the telephone to listen to the greeting 12 Click the Save button to save the greeting The greeting you save replaces the previously recorded greeting 13 Click the Close button and replace the telephone handset 14 If you want to enter a caption for
234. skillset To assign an outdial method to a skillset mailbox 1 Start CallPilot Manager 2 Click the Mailbox Administration heading The Mailbox List page appears 3 Click the Change link for the skillset mailbox you want to set up an outdial route for The Mailbox page for the mailbox appears From the Outdial Type list box select the type of outdial method you want to use If you use a line or a line pool in the Line Pool type the number of the outgoing line or line pool number you want to assign to the skillset mailbox for outdialing 6 Click the Submit button Off premise Message Notification parameters You can set up the parameters for Off premise Message Notification from any tone dial phone The parameters are e destination type phone extension or pager e destination number phone extension or pager e time range for receiving calls at phone numbers or extensions Pagers are notified any time there is a qualifying message N0060620 Chapter 7 Off premise Message Notification 87 e types of message you want to receive all new messages or just urgent messages Note The restrictions that apply to your phone line also apply to Off premise Message Notification numbers For example if you cannot dial long distance phone numbers from your phone you cannot have a long distance Off premise Message Notification destination number Setting up Off premise Message Notification Follow these instructions i
235. skillset refer to Break Time on page 48 N0060620 Chapter 15 Activity Codes 193 Creating changing and deleting Activity Codes You create Activity Codes using CallPilot Manager The Activity Codes table can have a maximum of 2 000 entries To create an Activity Code 1 Click the Contact Center heading and click the Activity Codes link The Activity Codes page appears Click the Insert link The Activity Code Setup page appears Activity Codes Mailbox Administration Codeld Name Description Commands End Insert Import Activity Codes From File 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 Activity Code Setu p Activity Codes Customize MMCC Files Activity Code Activity Name Activity Description In the Activity Code box type the number of the activity code for example 1 The number can be a maximum of 16 digits long In the Activity Name box type the name for the activity code for example Cgy Sales 1 The name can be a maximum of 16 alphanumeric characters long In the Activity Description box type a description for the Activity Code for example Calgary sales dept 1st tier The description can be a maximum of 50 alphanume
236. sss N0060620 147 Chapter 11 Creating Caller Input Rules You can create Caller Input Rules that route calls to other skillsets or locations based on caller multidigit DTMF input Caller Input Rules let you identify callers depending on what kind of services available on your contact center For example callers can enter a passcode to access a special service line Refer to An example of using Intelligent Caller Routing Advanced on page 151 for information regarding how to use Caller Input Rules in your contact center You have 50 Caller Input Tables You can create up to 2 000 Caller Input Rules for each table Each rule has a Match String and an Action The Match String is the string of digits that is checked and the Action is the routing applied to calls that match the rule The list of Caller Input Rules is sorted numerically by Match String If strings overlap longer more specific strings appear before shorter less specific strings Note When you record the greetings you want to use for Caller Input include that the caller must press after they enter their input For example f you have a personal identification number please enter it now followed by the key To create a Caller Input Rule 1 Start CallPilot Manager Click the Contact Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Caller Input Rules Tables Table ID Length Commands 1 Change Rules D
237. step If you have a Business Communications Manager system and use Expected Wait Time all greetings in the EWT table must be greater than 11 seconds to support fax detection Contact Center Set Up and Operation Guide 126 Chapter 10 Setting up Routing Tables As you create routing tables each table shows whether it detects faxes Day Routing Table This routing table detects fax calls Skillset 1 r he This routing table guarantees fax delivery to the skillset mailbox Its first step Isa Greeting step more information e that is 11 seconds or longer Step Information Commands 1 Greeting 1 Forced No Transfer Insert Modify Delete that is Forced Play 2 Distribute For 01 00 Insert Modify Delete 3 ereeting 1 Normal Trensfer insert Modify Delete e that does not have a transfer 4 Distribute For 00 30 Insert Modify Delete 5 Greeting 1 Normal Transfer Insert Modify Delete 6 Goto Step 2 Insert Modify Delete 7 Goto Step 2 Insert Modify Delete End Insert Day Routing Table This routing table does not guarantee fax This routing table DOES NOT guarantee fax delivery to the detection skillset mailbox more information Step Information Commands 1 Disconnect Insert Modify Delete End Insert Close Expected Wait Time Expected Wait Time EWT is a greeting step that plays an expected wait time greeting to the caller With EWT you can play a greeting based on the expected wait time
238. t 1 for 2 minutes If a call is not answered by an agent when the timer elapses the call priority changes to the highest priority Example 3 In this example calls to the contact center go to skillset 1 which is the company help line If there are no agents logged on to the help line the call moves to skillset 2 which is the company s service department When a call moves to a new skillset it does not remain queued at the original skillset destination The Contact Center Administrator e selects the Day service mode e selects the Agents not logged in check box e selects Move to Skillset as the action e selects skillset 2 Mode Conditions Action Explanation Day No Agents Move to Skillset 2 Intelligent Overflow Routing checks to see whether agents are logged on to skillset 1 but does not check the timer If there are no agents logged on to skillset 1 the call moves to skillset 2 and gets the new greetings for skillset 2 When a call moves to a new skillset it does not remain queued at the original skillset destination Example 4 In this example calls to the contact center go to skillset 1 which is the company help line If no agents are logged on to skillset 1 the call immediately moves to skillset 2 If agents are logged on to skillset 1 and the call is not answered within two and a half minutes the call transfers to the skillset mailbox where the caller can leave a message
239. t 5 on page 219 e Routing Tables on page 220 e Service Mode on page 221 e Overflow on page 221 General properties The General Properties Caller Input Rules and EWT Tables are unchanged Additional keycodes Multimedia Contact Center Agents Agent 1 Bob Agent 2 John Agent 3 Jane Agent 4 Sales4 Agent 5 Installation booker 1 Agent 6 Installer1 Agent 7 14 Installers Agent 15 Sales5 Agent 16 19 Sales Agent 20 Installation booker 2 Agent 21 Supp book1 Agent 22 Supp book2 Agent 23 33 Installers Agent 34 36 MMCC Agents Greetings Contact Center Set Up and Operation Guide 218 Chapter 17 Examples of Contact Center configurations Greeting 148 Voice Welcome to Mosaic Hardwood Flooring Please stay on the line for one of our representatives Image A picture of the company logo that Multimedia Contact Center displays in callers web browsers Greeting 149 Voice A service advertisement Image A picture that corresponds to the advertisement that Multimedia Contact Center displays in callers web browsers Greeting 150 Voice A product advertisement Image A picture that corresponds to the advertisement that Multimedia Contact Center displays in callers web browsers Activity Codes Description Sales 1 sales question Sales 2 sales appointment booking Support 1 support question Support 2 support booking Support 3 support Ins
240. t Center Calls The phone number that the caller enters in the web browser is the phone number that Multimedia Contact Center dials when an agent receives the call N0060620 Chapter 5 Setting up skillsets 53 Routing using a Line If your company uses a rotary number without DNIS capability that uses lines 1 to 3 you can set up routing to send calls that come in on these lines to a specific skillset Routing using CLID and a Line If your company uses a rotary number and subscribes to a CLID service you can set up routing based on CLID and Line to route a special customer Routing using CLID ANI and DNIS If your company has customers who call the sales group or the service group frequently you can set up routing based on CLID ANI and DNIS to quickly route these customers You can route the customers to a skillset with agents that specialize in service or sales to these customers Contact Center Set Up and Operation Guide 54 Chapter 5 Setting up skillsets CLID DNIS Routing Table properties Line The line is the line number the call comes in on Any calls that arrive on this line are assigned the routing you select The line number you enter must be a line that is configured to be answered by a skillset CLID ANI The CLID Calling Line Identification or ANI Automatic Number Identification number identifies the caller or the location the call was made from Any calls that have this CLID or ANI number
241. t Center departments such as sales and technical support The default number of skillsets is zero You purchase the number of skillsets you require up to a maximum of 50 For more information refer to Contact Center Update on page 15 You cannot change the properties of a skillset while it is in use For more information refer to Skillset properties on page 48 and Configuring lines on page 156 How incoming calls are sent to a skillset Incoming calls are sent to a skillset in one of the following ways You assign a line to be answered directly by a skillset For information about assigning lines refer to Line administration on page 155 A receptionist agent or subscriber receives a call and transfers the call to a skillset They can transfer the call to a skillset by pressing 7 0 or TRANSFER and entering the CDN of the skillset The receptionist agent or subscriber must not use the Call Pickup feature The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that routes them to the CDN of the skillset For more information refer to Auto Attendant on page 20 and Custom Call Routing CCR on page 20 Calls can be forwarded to the Control Directory Number CDN of the skillset by Call Forward All Calls CFAC Call Forward No Answer CFNA or Call Forward On Busy CFB For information about these features refer to the Business Communications Manager Administration G
242. t forward the message they hear a voice prompt that says this is a special greeting e ifa caller presses a button to send a fax the fax goes to the General Delivery Mailbox not the skillset mailbox If you choose the Alternate mailbox greeting remember to change back to the Primary mailbox greeting at the appropriate time Contact Center Set Up and Operation Guide 74 Chapter 6 Setting up skillset mailboxes To choose a Primary or Alternate skillset mailbox greeting 1 Press BEJ Follow the voice prompts or the display button options on your telephone to open the skillset mailbox Skillset name 2 The skillset mailbox name appears briefly 3 If you use the CallPilot interface e Press to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface Press AD IH or Press GREET or e Go to step 4 Greeting options 4 Press CHOOSE or to select a greeting REC CHOOSE CFE Use areetina b Press PRIME or to select the Primary mailbox greeting PRIME ALT QUIT and go to step 7 Or press ALT or to select the Alternate mailbox greeting and go to step 6 Accert meds 6 Ifyou choose the Alternate mailbox greeting you are asked CHANG E whether the mailbox can accept messages Press CHHG or to toggle from yes to no Or press OK or to accept 7 Press to end the session Recording a Personalized skillset mailbox greeting If your Contact C
243. t the Supervisor check box if you want to give the agent supervisor functionality The default is not selected 8 Select the Automatic Answer check box if you want calls to be force delivered to the agent The default is not selected 9 From the Missed Call Option list box select Make Not Ready Return to Skillset or Automatic Logout 10 If you use Activity Codes from the Activity Code Entry Type list box select Optional or Prompted The default is Optional 11 Click the Submit button Contact Center Set Up and Operation Guide 42 Chapter 4 Setting up Contact Center agents 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 You can use the table Contact Center agents on page 238 to record the agents you add To add more than one agent 1 Start CallPilot Manager Click the Contact Center heading Click the Agent List link The Agent List page appears Click the Add Many Agents link The Add Many Agents page appears 10 Add Many Agents ID Range From 3 Supervisor O Automatic Answer D Missed Call z Option Make Not Ready Retum To Skilset v Activity Code Entry Type In the From box type the lowest agent ID number of the agents you want to create In the To box type the highest agent ID number of the agents you want to create The Age
244. t you are unassigning is logged on a message appears that says the agent is logged on and asks you to force the agent off or ask them to log off To unassign the agent click the OK button Click the OK button The agent is removed from the Assigned Agents page Click the Close button to return to the Skillset List page Viewing agents in a skillset To view agents in a skillset 1 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears Click the Agents link for the skillset you want to view The agents who are assigned to the skillset appear on the Assigned Agents page N0060620 Chapter 5 Setting up skillsets 61 5 Click the Close button to return to the Skillset List page Note For information about monitoring agents and skillsets refer to Monitoring Contact Center call activity on page 169 Enabling a skillset After you set up a skillset the skillset is disabled until you enable it Before you can enable a skillset you must set up the skillset with a valid Control DN For information refer to Setting up or changing a skillset on page 50 initialize the skillset mailbox For information refer to Initializing a skillset mailbox on page 66 record skillset mailbox greetings For information refer to Recording skillset mailbox greetings on page 71 set up the Day and Night Routing Tables For infor
245. tall 1 installation question Install 2 installation Preferred 1 preferred misc Preferred 2 preferred sales Preferred 3 preferred support Preferred 4 preferred installation MMCC 1 Multimedia Contact Center sales MMCC 2 Multimedia Contact Center support Commands Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete Change Delete MMCC 3 Multimedia Contact Center installation Change MMCC 4 Multimedia Contact Center misc Multimedia Contact Center wrong ns number Change Change Insert Import Activity Codes From File N0060620 Chapter 17 Examples of Contact Center configurations 219 Lines No No Contact Center Skillset 1 Contact Center Skillset 2 Contact Center Skillset 3 Contact Center Skillset 4 No No Change Outdial with pool PRI A Change Change Change Change Change Change Change 0 0 0 0 0 0 0 0 Skillset 5 Skillsets 1 4 are unchanged See e Skillset 1 on page 208 e Skillset 2 on page 210 e Skillset 3 on page 213 e Skillset 4 on page 215 Properties Name MMCC MWI DN 337 Method Least Busy Attendant Ext 222 Use previous calls to 10 calculate EWT EWT Increase Allowed Enabled Initial Call Duration 00 03 00 Activity Code Entry Type Prompted Agents 31 35 36 Contact Center
246. tem Activity Code for 8 minutes Example 3 The second agent enters an Activity Code Time Activity Peg time 9 00 Start of call 1 9 07 Agent 1 transfers the call to agent 2 As soon as Agent 1 transfers the call a prompted F907 session starts on their telephone If agent 1 does not enter an Activity Code before the end of the Active Peg period Contact Center records the No Peg System Activity Code for 7 minutes 9 10 Agent 2 enters Activity Code 2 3 minutes 9 15 End of call If agent 2 does not enter another Activity Code by the end of the Active Peg period Contact Center Autopegs 5 minutes for Activity Code 2 Break Time Break Time is a skillset property that gives agents an interval to complete tasks related to the previous call When Break Time starts if a call is Prompted and the agent did enter an Activity Code during the call an JJ session starts on the agent s telephone The session remains for two minutes unless the agent ends the session by entering an Activity Code releasing the session or taking another call A BJO session ends after two minutes of inactivity If an agent enters Activity Codes during the 9 0 7 session the timer resets so the 9 0 7 session can be longer than two minutes If JJ is active on the agent s set when break time expires the break time continues while the Q 0 7 session is active When the 0 7 ends the break time also ends While a JJ is active
247. tensions mailboxes external phone number the Automated Attendant the skillset mailbox or CCR Tree as a transfer target lets you change the priority of the call Intelligent Overflow Routing Use Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset for an agent You can specify that a waiting call overflows to one or more skillsets and keeps its conditions and original skillset greetings Agents from the specified skillsets can answer the call moves to another skillset where the call loses its conditions and takes on the properties of the new skillset including skillset greetings The system tracks the total length of the call from the time the call enters the system until it is answered transfers to the skillset mailbox transfers to an extension mailbox external telephone number CCR Tree Automated Attendant or operator changes in priority level Contact Center Set Up and Operation Guide 114 Chapter 9 Setting up Intelligent Routing Intelligent Overflow Routing handles calls differently depending on the rules that you create Each rule is based on a mode one or more conditions and one or more actions Mode Intelligent Overflow Routing looks at the mode the skillset is in to determine how to handle a call A skillset can be in Day mode Night mode or 24 Hour Service Each mode can have its own rules for how to handle calls The default mode is Day Condition
248. ter a new skillset mailbox password from four to eight digits long that does not start with zero Press OK or Reenter the skillset mailbox password and press OK or J At the tone record the skillset mailbox name in the Company Directory Do not use handsfree Include the skillset mailbox number in the recording For example Sales mailbox 5813 Press OF or to end the recording Press OF or to accept the recording or press PLB or to listen to the recording or press RETR or to re record your name Skillset name gt 8 The recorded name plays and the skillset mailbox name is displayed The skillset mailbox name is the name you entered when you set up the skillset properties 9 Press to end the session Contact Center Set Up and Operation Guide 68 Chapter 6 Setting up skillset mailboxes Opening a skillset mailbox You can open an initialized skillset mailbox from e your extension e another extension e an outside tone dial telephone To open a skillset mailbox Norstar Voice Mail 1 Press BBJ Fzud 2 Enter the skillset mailbox password and press OK or OTHF RETR OF or if you are at another extension or if you are using a Guest mailbox press OTHE or to display the Loa prompt When this prompt appears enter the skillset mailbox number and password 1 neu 1 saved 3 After you open the skillset mailbox the telephone PLAY REC AGM IH display shows h
249. the Day service mode e sets the timer for 2 minutes and 30 seconds e selects Overflow to Skillset as the action e selects skillsets 2 and 3 Mode Conditions Action Explanation Day 02 30 Overflow 2 3 This Intelligent Overflow Routing rule applies only if there are one or more agents are logged on If a call is not answered by an agent before 2 minutes and 30 seconds the call overflows to skillsets 2 and 3 When a call overflows it also remains queued at the original skillset destination Note If you want calls to overflow to multiple skillsets specify all the skillsets in the same rule The call bypasses skillsets with busy agents and overflows to the next skillset with an available agent Example 2 In this example calls to the contact center go to skillset 1 The Administrator wants to ensure that lower priority calls do not wait in a skillset indefinitely If a call waits for 2 minutes or more a higher priority is assigned to the call The Contact Center Administrator e selects the 24 Hour Service mode e sets the timer for 2 minutes Contact Center Set Up and Operation Guide 116 Chapter 9 Setting up Intelligent Routing selects Change Call Priority only as the action and selects 1 as the new call priority Mode Conditions Action Explanation 24 Hour 02 00 Change call priority This Intelligent Overflow Routing rule applies to any call to 1 that has been waiting in skillse
250. the Not Ready Feature Code to continue to receive calls Display Waiting Calls Ce pj 0JgJ e Agents who answer calls only during peak call periods can use Display Waiting Calls to see which skillsets have the most call activity e view the status of calls in all skillsets Agents can program a memory button with the Display Waiting Calls Monitoring calls The status of calls waiting is shown by the flash rate of the indicator For more information refer to Primary and Secondary alert times on page 161 N0060620 Chapter 3 Using Feature Codes 37 Note While you are using a feature if you press the Feature button your present feature session ends Do not press unless you want to end your current feature session Contact Center Set Up and Operation Guide 38 Chapter 3 Using Feature Codes N0060620 39 Chapter 4 Setting up Contact Center agents Agents handle the calls in your Contact Center Supervisors are agents with additional capabilities Supervisors can monitor calls between agents and callers Active agents are agents who are logged in to one skillset or a combination of skillsets For example if Agent 1 is logged in to skillset 1 then one agent is active If Agent 1 is logged in to skillset land skillset 2 then one agent is active If Agent 1 and Agent 2 are logged into skillset 1 then 2 agents are active If Agent 1 Agent 2 and Agent 3 are logged into skillset 1 then three ag
251. the default Operator password enter the new password and press OK Press MODE This display appears briefly The display shows the Service Mode for skillset 1 In this example skillset 1 is in Auto mode Press CHHG if you want to change the Service Mode to Day or Night Or press VIEW if you want to view the details for the Service Mode Or press HERT if you have a Day Routing Table for skillset 2 The display shows the Service Mode for skillset 2 In this example skillset 2 is in Day mode Press CHHG if you want to change the Service Mode to Day or Night Or press HET to view the next skillset While you view the skillsets you can press and then enter the skillset number to view a specific skillset If you use Basic Contact Center you have 2 skillsets If you use Professional Contact Center you have 50 skillsets If you want to view a skillset from 1 9 enter the skillset number and then press OK If you want to view a skillset from 10 50 just enter the number of the skillset Ifyou want to return to the previous display press QUIT If you want to re enter the skillset number press RETR e 4jto view the previous skillset BJ 6 orHEXT to view the next skillset to exit 6 The session ends when you press or e Contact Center Set Up and Operation Guide 142 Chapter 10 Setting up Routing Tables Note Remember to manually choose the Day
252. the greeting click the Refresh button on your browser 15 Click the Add Caption link for the greeting The Greeting Caption page appears 16 In the Greeting box type a descriptive name for the greeting The greeting caption can be a maximum of 30 characters 17 Click the Submit button Note If you want to change the Greeting Caption click the Change Caption link and make your changes Exporting a Contact Center greeting You can export a previously recorded greeting to a computer file in wav or in its native format Export the greeting in its native format if you want to reimport the file later You can reimport the file to your system or to another Contact Center or CallPilot system Export the file in its native format if you want to use the same greetings at different company locations If you keep the file in its native format you avoid converting the file to another format which can lessen its sound quality Export the greeting in wav format if you want to edit the sound file on your computer N0060620 Chapter 8 Recording Contact Center greetings 111 To export a previously recorded greeting Start CallPilot Manager Click the Contact Center heading Click the Greetings link The Contact Center Greetings page appears 4 Click the Voice link for the number of the greeting you want to export The page you can export a greeting from appears 5 At the Export option click either the Native Encoding or WAV E
253. the number of times an Activity Code is entered You can generate reports that show the length of time the caller and agent discussed the topic designated to the corresponding Activity Code To use Activity Codes you must have Reporting for Contact Center installed What Activity Codes are An Activity Code has a digit numeric value between 1 to 16 digits a name of up to 16 characters that is displayed on agent telephones and a detailed description of up to 50 characters You enter a list of Activity Codes in the Activity Code table using CallPilot Manager Activity Codes can be used for Contact Center calls only If an agent receives a non Contact Center call or initiates an outgoing call Activity Codes do not apply Optional and Prompted Activity Code logging Agents use the Activity Code Feature Code 9 0 7 to designate an activity for a call Agents can use 9 0 7 on one and two line sets You can configure the agent s settings so that a Ce J 9 0 7 session automatically appears on the agent s telephone at the end of the call Prompted If the setting is Optional the 9 0 7 session does not appear Optional is the default setting Contact Center expects the agent to enter Activity Codes for the call at some point during the active peg period The active peg period is a period of time that begins when the call is connected to the agent and ends when e The agent s Break Time ends either by timing out or the
254. the previous message Message Next 6 Plays the next message in the skillset mailbox If you use this while a Message ms message is playing it stops playing the current message and plays the next message in the skillset mailbox Call 9 Places a call to the sender of a message Sender eS Help Offers a Help menu v Reply E Replies to a message Uu Ju y d Envelope Plays the information in the message envelope Envelope information 7J8 J includes the date and time the message was sent and if the message is internal the directory name of the sender Forward Forwards the message to one or more mailboxes You can record an Message 78 Td introduction to the forwarded message Reply Replies to a message and all recipients of the message Refer to All 7 4 T Note 3 on page 80 Delete Deletes the current message Deleted messages remain in the 76 skillset mailbox until the session ends Refer to Notes1 and 2 on page 80 Retrieving erased messages After you play your messages and end your skillset mailbox session any messages that you do not erase are saved Since message storage space is limited we recommend that you erase messages that are no longer needed You can retrieve an erased message if you are still in the skillset mailbox session An erased message remains in the skillset mailbox until you end the current session Contact Center Set Up and Operation Guide 82 Chapter 6 Setting up skillset mailboxes To retri
255. the skillset you want to answer these lines From the Number of rings list box select the number of rings before Contact Center answers You must select a number from 0 to 12 Click the Submit button Contact Center Set Up and Operation Guide 158 Chapter 12 Line administration N0060620 159 Chapter 13 Setting up Contact Center general properties Setting up Contact Center includes assigning the language and setting up general Contact Center properties You can generate a System Configuration Report to see a snapshot of your Contact Center settings You can enable keycodes if you want to increase the number of agents at your contact center or enhance your contact center with options such as Multimedia Contact Center Assigning the Contact Center language The languages available for Contact Center are the languages that are available for CallPilot If you change the Contact Center language you also change the CallPilot language Contact Center Set Up and Operation Guide 160 Chapter 13 Setting up Contact Center general properties To assign the Contact Center language 1 System Properties Voice Mail Version 41 00 24 22 Max Outcalling Channels E Enable Voice Mail Enable Group List Enable Trivial Password Checking Group List Leading Digit 9 Minimum message length 3000 500 3000 milliseconds Enable External Initialization Make Directory Available v Enable General De
256. to program the Feature Codes A memory button indicator is the triangle next to a memory button You can use memory buttons to monitor call activity and view the Login Logout and Not Ready status of agents For information about how the status appears refer to the Contact Center Agent Guide For information about using programmed memory buttons to monitor call activity refer to Primary and Secondary alert times on page 161 To program a memory button 1 Program Features 2 Press a button y 3 QUIT J Feature Code 4 QUIT J F_ D 5 QUIT CLEAR J Programmed 6 Press BJ Do not lift your handset The display shows Program Features Press a memory button with an LCD indicator Press Enter the Feature Code number that you want to program For example enter 9 0 9 to program the Display Waiting Calls Feature Code See the tables Feature Codes used by Contact Center agents on page 36 and Agent Feature Codes on page 36 for the Feature Codes Repeat steps 1 through 5 for each Feature Code you want to program The display shows that the button is programmed and then ends the session Use the paper labels that come with your telephone to identify the programmed button To use the Feature Code press the labeled button N0060620 Chapter 3 Using Feature Codes 35 Feature Codes used by Contact Center Administrator and Supervisors Use this F
257. u can use to e answer incoming calls e offer callers a selection of options to route their calls or access information e provide advanced voicemail Auto Attendant and call handling capabilities CallPilot includes voicemail Auto Attendant Custom Call Routing and Fax Answering features CallPilot also has optional features such as Fax Contact Center Desktop Messaging and Messaging that enhance your communications What options are available to you depends on what system you use For more information about CallPilot see the CallPilot Manager Set Up and Operation Guide N0060620 247 Channel A channel is the voice path that Contact Center uses to play greetings to callers A voice channel is also the voice path used when anyone uses a Feature Code to access Class of Service The Class of Service defines the values for mailboxes Control Directory Number CDN The Control Directory Number Control DN or CDN is the extension number of a Contact Center skillset The CDN is the number used to transfer calls to a skillset The CallPilot installer is responsible for assigning a CDN to each skillset before the skillset can be enabled Custom Call Routing CCR CCR is a routing feature that you can program to present a customized menu of single digit choices to callers CCR automatically answers lines with customized menus With CCR callers can listen to pre recorded messages leave a message in a skillset mailbox or tr
258. u use the Reply option you must play the message Use the procedure that applies to the interface you use Contact Center Set Up and Operation Guide 84 Chapter 6 Setting up skillset mailboxes To reply to an external caller Norstar Voice Mail 1 Press 9 6 Follow the voice prompts or the display button options to open the skillset mailbox l neu B saved 2 Press PLAY or QJ PLA REC HDHIH End of escudo 3 After you listen to the message press REPLY or Q REFL ERASE NEAT CallPilot dials the external number directly To reply to an external caller CallPilot 1 Press e 68 Follow the voice prompts or the display button options to open the skillset mailbox 2 A mailbox summary is announced While you are in the message list you can play any message 3 Press to play the current message 4 Press R to call the caller CallPilot dials the external number directly N0060620 85 Chapter 7 Off premise Message Notification About Off premise Message Notification Off premise Message Notification notifies you or a designated agent when there are new or urgent messages in the skillset mailbox You can receive Off premise Message Notification at any tone dial telephone number pager or extension Note Set up Off premise Message Notification for non business hours Then Off Premise Message Notification does not consume a Reserved or voice channel during busy periods
259. uide Note Agents are restricted in how they can use CFAC CFNA and CFB For more information refer to Important considerations about how agents use features on page 224 Note Contact Center does not support CFAC to an external number If the agent configures CFAC to an external number the calls are dropped Contact Center Set Up and Operation Guide 48 Chapter 5 Setting up skillsets Skillset properties Skillset The number between 1 and 50 that is assigned to the skillset Control DN The Control Directory Number is the extension associated with the skillset Incoming calls transfer to the CDN of each skillset from extensions the Automated Attendant or Custom Call Routing The CDN is the skillset mailbox number Do not plug telsets into the extension associated with the CDN If you use Interactive Voice Response or any other application that uses Auto Assign you must delete any Contact Center CDNs before you install the other applications After you install the applications you must set up the Contact Center CDNs again Name The skillset name is displayed on Contact Center displays to identify the skillset inreports asthe skillset mailbox name The skillset name can be a maximum of 16 characters If you do not enter a name the skillset name defaults to SKILLn where n is the skillset number The name for each skillset is the same as the skillset mailbox name MWI DN
260. unciation check box appears only if North American English is the primary or alternate language Click the Submit button N0060620 Chapter 13 Setting up Contact Center general properties 161 General Contact Center properties When you set up Contact Center you must assign values for the general properties The general Contact Center properties are Primary and Secondary alert times Alert times are time limits for calls waiting in skillsets The Secondary alert time must be a greater than the Primary alert time You can have Primary and Secondary alerts for all the calls in the contact center or for just the calls waiting in skillsets that you are logged on to If a call exceeds the Primary alert time e amemory button indicator programmed with Display Waiting Calls Ce J Q o QJ flashes slowly 9 0 9 flashes based on the status of all the calls in the contact center e a memory button indicator programmed with Agent Login Le 9 0 J 4 flashes slowly e 9 0 4 flashes based on the status of the calls for the skillsets an agent is logged on to If a call exceeds the Secondary alert time e amemory button indicator programmed with Display Waiting Calls Le Q 0 9 flashes quickly 9 0 8 flashes based on the status of all the calls in the contact center e amemory button indicator programmed with Agent Login Le 9 0 4 flashes quickly LJO flashes b
261. ution 249 Preventing calls from ringing at an agent s telephone 226 Programming a memory button 34 N0060620 Index 255 R Real time status of call activity 169 Recording greeting 111 regulatory information 2 Remotely opening a skillset mailbox 68 Replaying messages 79 Reply feature 80 Replying to an external message sender 84 using the DIAL option 83 to an internal message sender 82 to messages CallPilot 81 to messages Norstar Voice Mail 79 Reporting for Contact Center 17 Reserved channels 162 201 Resetting agent password 44 Contact Center Administrator password 224 Operator password 223 skillset mailbox password 70 Restrictions for using Call Forward No Answer 226 Restrictions for using Call Forward on Busy 226 Retrieving deleted messages 80 Retrieving messages from skillset mailbox 78 Reviewing agents 60 Routing Table steps 145 Rewinding messages 78 81 Rings assigning 157 Rings assigning number 157 Routing Table assigning skillset hours 139 examples of 142 Greeting parameters 132 Greeting step 131 hours 125 maximum number of steps 16 125 parameters of Greeting step 132 reviewing the steps 145 setting up 142 tips 200 Routing Table steps Disconnect 131 Distribute for 131 Greeting 131 Transfer 131 Routing Table about 125 Routing DID 52 S Saving messages 80 Secondary alert 161 Service Mode skillset 114 Setting up general Contact Center parameters 163 general parameters 159 O
262. uto Attendant None v oreeting Table Select None for default 44 prompt O Transfer to Operator Change Call Priority Only New Call Priority No Change x 9 Inthe Match String box type the string you want to match You can use and as wildcard characters For information on using wildcard characters refer to Using wildcard characters on page 150 10 Select an action for how you want to route the call if you want to transfer the call to another skillset select Move to Skillset from the list box select the number of the skillset you want to transfer the call to if you want to change the priority of the call select a number between 1 and 20 from the New Call Priority list box The default is 10 if you want to transfer the call to the skillset mailbox select Send to Skillset Mailbox if you want to transfer the call to an extension select Transfer to Extension and in the box type the extension number you want to transfer the call to if you want to transfer the call to a mailbox select Transfer to Mailbox and in the box type the mailbox number you want to transfer the call to if you want to transfer the call to an external number select Transfer to External in the box type the number you want to transfer the call to from the Outdial Method list box select an outdial method Contact Center Set Up and Operation Guide 150 Chapter 11 Creating Caller Input Rules 11 if
263. vity Code Contact Center records the No Peg System Activity Code for 10 minutes Example 3 Prompted or Optional where the agent enters an Activity Code during a call Time Activity Peg time 9 00 Start of call 9 05 Agent enters Activity Code 1 5 minutes 9 11 End of call End of the active peg period Contact Center autopegs Activity Code 1 6 minutes for 6 minutes Example 4 Prompted or Optional where the agent enters several Activity Codes during a call Time Activity Peg time 9 00 Start of call 9 05 Agent enters Activity Code 1 5 minutes 9 08 Agent enters Activity Code 2 3 minutes Contact Center Set Up and Operation Guide 190 Chapter 15 Activity Codes 9 11 End of call End of active peg period Contact Center applies the last Activity Code entered and autopegs Activity Code 2 for the remainder of the call 3 minutes Example 5 The first agent is Prompted and the second agent is Optional Time Activity Peg time 9 00 Start of call 9 03 Agent 1 enters Activity Code 1 3 minutes 9 05 Agent 1 transfers the call to Agent 2 Agent 1 has until the end of the Active Peg period to enter another Activity Code Because agent 1 did not Contact Center Autopegs the remaining 2 minutes of talk time 9 10 End of call End of the active peg period Because agent 2 did not enter an Activity 5 minutes Code Contact Ce
264. word 0 00 cece ee ees 70 Recording skillset mailbox greetings 0 0 cece eee 71 N0060620 Contents 9 Examples of Primary and Alternate greetings 0 0 eee ee eee 71 Choosing a Primary or Alternate skillset mailbox greeting e 73 Recording a Personalized skillset mailbox greeting llle 74 Deleting a Personalized skillset mailbox greeting llle Tr Checking skillset mailboxes for messages 0000 e eee eee eee 77 Playing skillset mailbox MESSAGES ic5ce sand edkavaGdeuayeee eae CORREO DRE ES 78 Retrieving erased messages 0c eee eee 81 Replying to Imessides sate ese dorus i MR Rs QUER Pol Ke eh toe Ra odd 82 Replying io an internal callar amp ui2sacesuee sa s RRURA ERG A EROS OE RUR UI RAOROR ACA CR EX 82 Replying to an external caller 0 cece eee 83 Chapter 7 Off premise Message Notification cee eee eee eee 85 About Off premise Message Notification l l 85 Assigning an outdial method to a skillset mailbox llle 86 Off premise Message Notification parameters 000 cece eee 86 Setting up Off premise Message Notification llle 87 About setting up Off premise Message Notification to a pager number 90 Changing Off premise Message Notification llle 95 Deleting a destination NUMDEr ize recrkeeepperreruee eSCERG Ok ERP eT eae SRE 102 Adding a
265. xample Sales ke bt support The agent presses OK to confirm this is the correct Activity Code Contact Center Set Up and Operation Guide 198 Chapter 15 Activity Codes Another actu 4 The agent can press VES to enter another Activity Code or press H VES HB to end the 9 7 session Pressing H or releasing the session on this display submits Activity Codes N0060620 199 Chapter 16 Tips for operating Contact Center This chapter provides tips to improve the operation of Contact Center Agent administration Agents can log on to any telephone on the system Contact Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an abandoned agent set If an agent does not answer a call within a specified number of rings the call returns to the skillset to be presented to another agent and the telephone is placed into Auto Busy Mode by Contact Center The agent must manually cancel Auto Busy Mode to resume accepting calls Skillset administration If a call comes in on a line that belongs to a skillset with no available agents the call is not answered until either the Delay Answer Time elapses or an agent becomes available for the call During the Delay Answer period when the caller hears ringback the line the call comes in on still rings on the sets configured to answer this line Contact Center greetings Record greetings that are a maximum of 20 seconds lo
266. xternal calls are not transferred or forwarded to Contact Center the maximum number of calls is the same as the number of lines programmed to be answered by Contact Center Inacontact center where external calls are frequently transferred or forwarded to Contact Center the maximum number of calls is the total number of lines on the system For information on how calls transfer to a skillset refer to How incoming calls are sent to a skillset on page 47 voice channels is the estimated number of voice channels available to Contact Center The minimum number of voice channels available is equal to the number of reserved channels you set up in General Contact Center parameters Additional channels that are not used by CallPilot can also be used For example even though you assign two reserved channels when you set up the General Contact Center parameters Contact Center can use additional voice channels if and when they are available maximum greeting length is the duration of the longest greeting of a skillset in seconds Contact Center Set Up and Operation Guide 202 Chapter 16 Tips for operating Contact Center Tips to improve the efficiency of Contact Center Plan for busy times when you assign agents to the skillsets assign as many qualified agents as possible to answer calls for the skillsets have agents log on to a skillset when it gets busy have routing that moves the call to another skillset with a higher pri
267. y If a help request is escalated to a supervisor their 2 0 6 indicator flashes quickly to inform them of the request If the call for an escalated help request is still active the supervisor can accept the request by pressing the Ce J P 0 6 Jfeature key They do not have to be monitoring agents at the time but can be answering Contact Center calls Note Supervisors who use Make Busy JQ 0J 8 are still available for help requests When a supervisor accepts an agent s request for help a Silent Monitor session starts and the supervisor begins monitoring the agent s call The agent who requested help is informed when the monitoring session begins If the supervisor is already monitoring the call of the agent who requests help the supervisor is considered to have accepted the request for help How Supervisor Help works To use Supervisor Help supervisors must program a memory button with the Supervisor Help feature code amp Q J 0 6 J The programmed key must have an LCD indicator The memory button can be a distinct bright color to distinguish it easily from other buttons For information on how to program a memory button refer to Programming a memory button with a Feature Code on page 34 When a supervisor is selected to answer an agent s help request the supervisor s telephone rings once with a distinctive tone and the Supervisor Help LCD indicator lights up
268. y Number CDN 48 Delay answer 247 Message Waiting Indication extension 249 Method of Call Distribution 249 setting up 50 Skillset name 250 Skillset attendant extension 49 Skipping forward in messages 79 81 Skipping forward to end of messages 79 Steps Routing Table 131 Supervisor Feature Codes 35 Supervisor functionality 16 System Administrator Feature Codes 35 T Table Routing Table 125 Telephone line display 29 system timeout 29 Time Primary alert time limit 161 Secondary alert 161 Timeout CallPilot Manager 28 telephone 29 Tips agent administration 199 configuration limits 228 Routing Table administration 200 skillset administration 199 skillset mailbox 200 202 trademarks 2 Transfer 224 to Auto Attendant 18 toCCR 18 to Operator 18 to skillset mailbox 18 Transfer Allowed enabled 132 Troubleshooting agent log on problems 224 call processing problems 228 cannot change the Contact Center Skillset Parameters 227 enabling a skillset 227 skillset settings 25 228 slow call processing 228 unpredictable call processing 228 Two line display telephone using 29 U Unassigning agents 60 Unconfiguring a skillset 63 Using Intelligent Overflow 113 V Viewing agents in a skillset 60 Voice channels 162 N0060620
269. y Replays the last message v Reply e Replies to a message Refer to Note 3 on page 80 Di 4 Z The reply can be either a message to an internal sender s mailbox REPL a telephone call to an internal or external party Refer to Note 4 on page 80 Contact Center Set Up and Operation Guide 80 Chapter 6 Setting up skillset mailboxes Playing skillset mailbox messages Norstar Voice Mail Option Button Available Available Description while after playing playing Save Saves the message being played If you do not delete a Message or T message it is automatically saved This option is not shown on the display unless you erase a message If you SAVE erase a message and play the message again you can press SAME on a two line display telephone Refer to Note 2 on page 80 Volume Adjusts the volume of the message that is playing The Control z volume increases each time you press After four presses the volume returns to the lowest level Notes 1 Because the skillset mailbox has limited message storage space delete any messages you no longer need After a certain time period your saved messages are erased automatically Ask your System Administrator about this 2 You can retrieve a deleted message only if you have not quit the session in which you deleted it For information about retrieving deleted messages refer to Retrieving erased messages on page 81
270. you want to set up The Skillset Service Mode page appears Skillset Service Mode Skillset 4 Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format 24 hr Service Monday v Tuesday Wednesday Thursday Friday Saturday Sunday Contact Center Set Up and Operation Guide 140 Chapter 10 Setting up Routing Tables 5 For each day of the week set the hours of operation for the skillset e to have the skillset operate in 24 hour mode leave the 24 hr Service check box selected for that day to set the start time for the Day Routing Table in the Day Start Time box enter the start time in 24 hour format e to set the start time for the Night Routing Table in the Night Start Time box enter the start time in 24 hour format 6 Click the Submit button Setting the Service Mode for skillsets You must set the Service Mode the skillset uses so that calls are answered correctly Before you set the Service Mode you must configure a skillset e setup at least a Day Routing Table for the skillset The default Contact Center Service Mode is 24 hour operation You can change the hours of operation using the Operator Feature Code e 9 There are six possible Service Modes Auto The skillset uses the Automatic Service Mode You must configure both the Day and Night Routing Tables before you can assign the Auto Service Mode to the skillset Day The ski

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