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Avaya Contact Center User's Manual

1. Prompted A Ce p 0 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 185 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 Ce P J 0 J 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 NN40040 301 Chapter 15 Activity Codes 183 Examples of Activity Code calls During an active call each time an agent enters an Activity Code the time up to that point is
2. No Agents Skillset Mailbox 234 Insert Modify Delete Move No Agents Insert Move to Skillset 2 Insert Modify Delete Move NN40040 301 Chapter 17 Examples of Contact Center configurations 213 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 1 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 214 Chapter 17 Examp
3. 0 0 0 cee eee eee 60 ViEmiNg agoms IA SIGE scaicdens beeen epeehobwesey been eadwadeerseve 60 Enabling a skillset ssr se6ccgevcedat oeaeet ede Ree odes Oe Mee EEN SE EM 61 Disabing A Skillset etc n 3 ote as cid kide 2h a eke Mae ane ned Gaels ase 61 Unpconiigurng SSIS ncecn near PRR Gee LG eee Ra Ree WERLROWE rinners 62 Chapter 6 Setting up skillset mailboxes 0 00 cece eee eee eee 63 About skillset Mailboxes jis bee eege a een dd Bey oa See ee oS emer eS a 63 Determining a skillset mailbox number 2 2 00 eee eee ees 63 Initializing a Skillset mailbox lt 2ciscscerdeiend seers aoeres ewdeeevagaee ees 64 Op nmng a skillset MADOX ape ane a Pa ea ae A 66 Opening a skillset mailbox remotely 0 00000 e eee eee 66 Skillset malho PASSW sani iesic2sed Vado dea yeded ey ge ead edeedeawecses 67 Changing a skillset mailbox password 0 000 cece ee eee 67 Resetting a skillset mailbox password 0 00 e eee ee eee 68 Recording skillset mailbox greetings 0 0 cece ee 69 NN40040 301 Contents 9 Examples of Primary and Alternate greetings 0 0 e eee eee 69 Choosing a Primary or Alternate skillset mailbox greeting 00 71 Recording a Personalized skillset mailbox greeting 0 e cece eee 72 Deleting a Personalized skillset mailbox greeting 00 cee eee eee 74 Checking skillset mailboxes for messages 0
4. 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 see Deleting an agent on page 44 If you want to log an agent off see Forcing an agent off on page 44 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 agent 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 OK Click OK The agent is removed from the Assigned Agents page Click Close 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
5. 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 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 e 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 90 Chapter 7 Off premise Message Notification ox 6 ADD DE Shows CHHG HEXT More dest VES HO Med tyre new CHHG m 2 Med notify ADMIN SELECT 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 add characters After you add special characters press OK or f Press HE T or to accept the default pager message represented by lt xxxx gt 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 CHNG or 1_ to change the pager message The combined li
6. NORTEL Wait Time Interval Expected Wait Time Table ID 1 Wait Time Interval hh mm ss Greeting ID Yl 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 e 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 From the Greeting ID list select the greeting you want to use for this EWT Click Submit 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 Submit The EWT Greeting Tables page appears Click Close 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 128 Chapter 10 Setting up Routing Tables 13 14 In the
7. 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 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 on which the call comes in 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 D
8. Display buttons NN40040 301 Chapter 2 About setting up Contact Center 29 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 see 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 of 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 th
9. 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 NN40040 301 83 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 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 Messa
10. 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 NN40040 301 Chapter 5 Setting up skillsets 61 5 Click Close to return to the Skillset List page Note For information about monitoring agents and skillsets see Monitoring Contact Center call activity on page 167 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 see Setting up or changing a skillset on page 50 Initialize the skillset mailbox For information see Initializing a skillset mailbox on page 64 Record skillset mailbox greetings For information see Recording skillset mailbox greetings on page 69 Set up the Day and Night Routing Tables For information see Example of a Day Routing Table on page 140 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 see Setting the Service Mode for skillsets on page 13
11. 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 124 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 124 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 information about Expected Wait Time see Expected Wait Time on page 124 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 181 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 231 Note Before you can change
12. Saturday 10 0 Sunday 10 0 Overflow Overflow Rule Table Skillset 5 Rule Mode Condition Action Commands 1 24 Hour No Agents Skillset Mailbox 242 Insert Modify Delete Move End Insert Close Contact Center Set Up and Operation Guide 220 Chapter 17 Examples of Contact Center configurations NN40040 301 221 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 see the Operator password page 221 the Contact Center Administrator password page 222 a skillset mailbox password page 68 an agent password page 43 Resetting the Operator password You can reset the Operator eJ Q J 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 Submit The password is reset to 6 7 8 Z 2 8 6 7 Operator Contact Center Set Up and Operation Guide
13. e Press to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface e Press AD IH or e Press GREET or e Go to step 4 Greeting options 4 Press CHOOSE or to select a greeting REC CHOOSE CFE Use 3reetingi 5 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 msgs1Y 6 Ifyou choose the Alternate mailbox greeting you are asked CHANG oe 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 Center 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 NN40040 301 Chapter 6 Setting up skillset mailboxes 73 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 mai
14. e The agent s Break Time ends either by timing out or the 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 182 Chapter 15 Activity Codes Agents have the option of pressing Le 9 0 Z J to enter an Activity Code from the time the call starts until the end of the active peg period Agents can enter Ce 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 J 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 Ce 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
15. 0 8 andAgent active appears the Not Ready feature was on and you canceled it Press Q 0 8 again to activate Not Ready 2 When you are ready to take calls again cancel the Not Ready feature by pressing o e If Hot reads appears press Q 0 6 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 If the indicator is on Not Ready is on e Ifthe indicator is flashing the Break Time feature is on For information about programming a memory button see Programming a memory button with a Feature Code on page 34 NN40040 301 Chapter 14 Monitoring Contact Center call activity 175 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 Q fo 4 En
16. By default agents and skillsets have Optional prompting for Activity 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 43 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 165 How agents enter Activity Codes JQ 0 7 is the Feature Code for Activity Codes We recommend that agents program e JQ 0 7 toa 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 Q O 7 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
17. Contact Center Set Up and Operation Guide BCMS50 2 0 Contact Center Document Status Standard Document Number NN40040 301 Document Version 01 01 Date September 2006 NORTEL Copyright 2005 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 RIOTING SIMI osc etc oes deuseienctsdcuacisuccslcowstenecscd 15 About setting up Contact Center 000 eee eee eee 25 To enable a keycode for Business Communications Manager cccceteeeeeteeeeees 26 Te Start CallPilot Manager on BOM vec icecesccecseatccscacazeasccsesntebaienducesnsesaamnncecndenuiisenesddenbad 26 To check which mailbox imerfate YOU USO scciissccscceasscien sas secceomvarsconerensvecenemereccaemventce 31 Using Feature COMES iccc ck ree rbeerssarcansevase derri sera
18. Note You or the System Administrator must set up a CCR Tree before you can select it For information about setting up a CCR Tree see 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 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 see To create a Caller Input Rule on page 145 9 Click Submit The Greeting step appears in the Routing Table list 10 Click Close 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 Routi
19. Press ES to accept the agent request for help 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 178 Chapter 14 Monitoring Contact Center call activity Hele aa 3 The display shows the agent name IMFO JOIH 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 YES 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 the
20. 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 NN40040 301 Chapter 10 Setting up Routing Tables 141 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 Click Submit 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 Submit 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 Submit 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 Submit The Distribute for step appears as step 4 in the Day Routing Table list Click the Insert link for the End step
21. e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Meg notifs 3 Press ADMIN or 1_ to set up Off premise Message Notification ADMIM SELECT Destination Press PHOHME or to choose a phone number destination PHOHE EXT PAGER Contact Center Set Up and Operation Guide 86 Chapter 7 Off premise Message Notification Phi 5 RETRY DE ox 6 ALE DE Start hme 7 RETRY Ok start timer 8 RETRY AM PH start timer 9 RETRY Ok Stor hmm 10 RETRY Ok stor Lime 11 RETRY AM PH stor timet 12 RETRY Ok More dest 13 YES HO Startidsbarkt timer 14 CHHG HET 15 Stop isbor timer HET CHHG Enter the destination phone number and press OF or The destination phone number is a maximum of 30 digits Press OK or to accept the destination phone 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 to accept the destination number Enter the start time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or or PM or 2 J Press OK or to accept the start time Enter the time when Off premise Message Notification is to stop This is a four digit field
22. s password is reset The agent password is set to 0000 Click OK 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 see 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 1 Start CallPilot Manager Click the Contact Center heading Click the Agent List link The Agent List page appears Click the Delete link for the agent you want to delete A message appears 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 Click OK A message appears that says the agent is deleted Click OK 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 NN40040 301 Chapter 4 Setting up Contact Center agents 45 To force an agent off Start CallPilot Manager Click the Contact Center heading Click the Agent List link The Agent Li
23. 000 e eee 107 Exporting a Contact Center greeting 000 cee eee eee 108 Chapter 9 Setting up Intelligent Routing 0 0c eee eee eee 111 About inteligent Rouling 2i lt ssacs ceseedores sone ssaaereees cede r ENAREN 111 Intelligent Overflow Routing 0000 c ects 111 Examples of Intelligent Overflow Routing rules 0000 cece eee ee 113 Assigning Intelligent Overflow Routing to a skillset 00000 eae 117 Moving an Intelligent Overflow rule 0 000 cee 119 To delete an Intelligent Overflow Rule 0 00 c eee eee 121 Chapter 10 Setting up Routing Tables 2 6020 cccc case ee cs eeeseeeneeen ones 123 ABOUL ROUINO THINGS sorrisi siin de du COEUR SES ERSA CR RAIENSR LOU RR A RSS 123 Contact Center Set Up and Operation Guide 10 Contents PPOO 664uieereees po hsn bed y er eoee ee eehebeeee peer eeneends 123 Execied WAL TINO ap eicis seeess tee ees Beles wes eee ene ee eee eee 124 Recording EWT greetings cscs ccekee wes ives bub eek ceede wed eres eed 125 About types of Routing Table steps 0 20 eee 129 Greeting step parameters 42sccea yceebsdacecdeanvetesedecectaasvess 130 Adding a Greeting StoP sia sed rrirceteike euS AEE EEA 131 Adding a Distribute for Step o2c c cece ee ei cide ees eee ashes doe icdeeeiwes 133 Adding OE STED oor rasian hen Com cco ache Sodan atone A 134 Addinga Transior Step cio ack es eee wade ei enbedwes Mende RN Nenana 134 A
24. 4 Press EXT or 2 to choose an extension as the destination PHOHE 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 rabi Of The gt represents the extension Start hhmm 7 Enter the start time for Off premise Message Notification This is a RETRY ok four digit field Any single digit hour and minute must be preceded by zero start timet 8 Press AM or RETR AM Pi I or PM or 2 J Contact Center Set Up and Operation Guide 88 Chapter 7 Off premise Message Notification start time RETRY Stor hhmm RETR stor timet RETRY AM stor timet RETRY More dest VES HO 9 OK 10 OK 11 PM 12 OK 13 CHHG Startivstart timer 14 HET Stor istor timer 15 CHHG HET Med tyre new 16 CHHG Ok Me notify 17 ADMIH SELECT Press OK or to accept the start time 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 PM or 2 J Press OK or to accept the stop time 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 Press HEXT or or press CHNG or 1 to accept the start time that you
25. Basic Caller Input 9 Transfer to skillset mailbox 10 Go to step 2 A 2 3 4 5 6 7 8 9 10 Goto Step 2 Insert Modify Delete Insert Close NN40040 301 Chapter 17 Examples of Contact Center configurations 207 Night Routing Table Skillset 1 This routing table DOES NOT guarantee fax delivery to the 7 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 Mw Tuesday Wednesday Thursday Friday Saturday Sunday Contact Center Set Up and Operation Guide 208 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
26. Overflow skillsets Default 0 maximum 29 Service Mode you specify the start and end times for the day and night skillset for each day of the week Available Limited Feature 983 telephone administration Available CallPilot Manager Available Reporting for Contact Center Available Expected Wait Time Must be enabled with keycode 5 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 e 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 e is the ability to route calls to the Auto Attendant a Custom Call Routing CCR Tree the operator or a skillset mailbox e routing is applied when the caller presses a telephone button in response to instructions played in a greeting Intelligent Caller Input Routing Advanced e includes the Basic capabilities
27. 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 Submit The Greeting step appears as step 6 in the Day Routing Table list Click the 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 Submit The Goto step appears as step 6 in the Day Routing Table list Contact Center Set Up and Operation Guide 142 Chapter 10 Setting up Routing Tables 29 Click Close 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 Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears 4 Click the Night link for Skillset 1 The Night Routing Table page appears 5 Click the Insert
28. 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 E Rewinds the message five seconds and resumes playing it at that point Skip B Advances the message five seconds and continues playing from that Forward point Previous z Stops playing the current message and plays the previous message Message NN40040 301 Chapter 6 Setting up skillset mailboxes 79 Playing skillset mailbox messages CallPilot Available during and after Option Button playing Description Next 6 Plays the next message in the skillset mailbox If you use this while a Message message is playing it stops playing the current message and plays the next message in the skillset mailbox Call E Places a call to the sender of a message Sender Help Offers a Help menu Y Reply on Replies to a message 7 J VY Envelope Plays the information in the message envelope Envelope information 7 2 includes the date and time the message was sent and if the message is internal the directory name of the sender Forward o Forwards the message to one or more mailboxes You can record an Message 7 BJ 7 introduction to the forwarded message Reply a Replies to a messag
29. 18 In the Control DN box type the extension for the skillset For more information see 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 box 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 see Assigning the Contact Center language on page 157 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
30. 222 Chapter 18 Troubleshooting Contact Center To reset the Operator password using a phone 1 Press Q9 6 6 Set xxx 2 Press 7 J HEXT In this example xx represents the CDN for skillset 1 Pswd 3 Enter FJB EE eeB RETRY DK Resetoperpswd and press Ok Reset Pswd D 4 Press YES YES HO J Exit D 5 The session ends J The Operator password is now reset to GB eJeleJe 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 about resetting the Contact Center Administrator password see See Contact Center access on page 27 Agent problems Agent log on problems If an agent cannot log on at their phone e 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 NN40040 301 Chapter 18 Troubleshooting Contact Center 223 e Ifthe agent wants to send the call to a specific agent or another person the agent can enter the Transfer Feature Code Ce 7 0 and enter the extension n
31. 256 The default is 10 For more information about EWT see Expected Wait Time on page 124 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 initial 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 see Activity Codes on page 181 Click Submit A message appears that says a new mailbox is created and that you must initialize the mailbox before you enable the skillset For how to initialize a mailbox see Initializing a skillset mailbox on page 64 Click OK 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 inter
32. 30 31 32 33 NN40040 301 Chapter 17 Examples of Contact Center configurations 209 Routing Tables 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 Hy nme wo NY Insert Close Night Routing Table Skillset 2 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Step Information Commands 41 Transter 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 U
33. 78 Forward Advances the message nine seconds and continues af Z playing from that point A message can be forwarded as many times as required gt gt gt Next 6 Plays the next message in the skillset mailbox If you use r J 4 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 or message you can play the previous message continue playing the current message or skip to the next message STOP PLAY Previous Stops playing the current message and plays the previous ff Z message Quit Stops playing the message and plays the Mailbox main menu options Replay Replays the message from the beginning or v lt lt lt lt lt lt Replay Replays the last message V Reply Q Replies to a message Refer to Note 3 on page 78 oF s Pa 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 78 Save Saves the message being played If you do not delete a Message r P4 message it is automatically saved This option is not shown on the display unless you erase a message If you ZANE erase a message and play the message again you can press SANE on a two line display telephone Refer to Note 2 on page 78 Volume Adjusts the volume of the message that is playing The Control 7 volume increases each time y
34. 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 e amailbox e anextension e an external number e 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 S
35. Auto Service Mode NN40040 301 Chapter 10 Setting up Routing Tables 139 To set the Service Mode for a skillset Pst 1 RETRY Ok Choose option 2 OPER MODE CC Service 3 Mode 1 Auto 4 CHHG WIEW HEXT Mode 2 Das CHHG HEST Press eJBJBJ Enter the default Operator password 6 7 8 C B 8 6 7 Operator and press OK or if you changed 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 IEW if you want to view the details for the Service Mode or press HET 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 w
36. Contact Center Skillset 3 Contact Center Skillset 4 No No Change Change Change Change Change Change Change Change 0 0 0 0 0 0 0 0 Contact Center Set Up and Operation Guide 206 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 3 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 i F g 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
37. Contact Center can normally handle Ina contact center where external 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 about how calls transfer to a skillset see 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 200 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
38. 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 eJ 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 skillset 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
39. 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 Submit You can now use this EWT Table in a Greeting step of a Day or Night routing table To add a Greeting step see Adding a Greeting step on page 131 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 want 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 OK 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 Submit The changed step appears in the Routing Table list Click C
40. 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 84 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 93 If you want to change the destination type see the procedure for the destination type To change the destination type see from a phone to an extension pager or another phone number page 95 from a pager to an extension or phone page 97 from a phone or extension to a pager page 98 To change the time range or type of message parameters 1 Press eJeBJEJ Follow the voice prompts or the display button options on your telephone to open the skillset mailbox Contact Center Set Up and Operation Guide 94 Chapter 7 Off premise Message Notification 2 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 e Press AGMIH or 6 e Press 6 to open the Off premise Message Notification menu e Go to step 3
41. Ok press CHNG or ff if you want to be notified only when the skillset mailbox receives an urgent message Press OK or J Meo notifs 13 Press to end the session ACMI SELECT NN40040 301 Chapter 7 Off premise Message Notification 97 To change the destination from pager to phone or extension Med notify ADMIN SELECT Modi fyirager CHHG ee Destination PHOHE ExT HHHMH RETRY Ok Hobifyics gt CHHG HET Hore dest VES HO Press JQ 6J 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 e Press ADMIH 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 numbe
42. PASSWOUS 6 joc e5es cei dse eb erhi ka EEEE FREE Re Eane Rees 221 Resetting the Operator password vacances acca es ew eabaeiaues es rene sees 221 Resetting the Contact Center Administrator password 04 222 NN40040 301 Contents 13 POM POURING cia diciheeededen eee enr Aea bandages cau 222 Agentlog on problems ccs eess ieaedsh4 S dee iK HE CREA aot a eee wees 222 Important considerations about how agents use features 222 Skiset PIODIOING 2cdcccpetctetis seer doe eeeebee Heed SeeE deed sgaed ones 225 Probleme enabling skillsets 6iacc orc ceeec ieee s cee eceoradeeagadaeeeee 225 Problems changing skillset properties 0c eee eee eee eee 225 Problems viewing skillset settings 0 0 20 c eee eee eee 226 Problems transferring calls to the voicemail extension 226 Call processing problems cacccacesdeuckteeasor ac eeadeewadeena red gauns 226 Chapter 19 Contact Center Programming Record 0000ee cece eens 229 Pe COES orriei oe eA a Beh uc a eee 230 General Contact Center properties 0000 c cece eee 230 Operator Business SialUS ccc ck rart t Fos bey dared eeeveeenacassevans fans 230 Contaci CetiterSullGGie schtwimdds kod eaereoren eens RA Geiward FASE Rees 231 Contact Center Greetings oc 2cac1n e hs GL SE ER ROW SESS BREE HAS oe Rae ee aes 232 Intelligent Overflow Routing aunan aaea 233 Contact Center aGOMS oiccc
43. POPONICS occ ccc cnt ecco Ree ee Eee HO De REE asidi kiha is HORRORS 39 Adding an agent or a SUPEIVIEO 2 isccerccceicessenaeraseeruvesiaeaunese ss 40 Adding mote than one agem 5 iaaasaeadawayeohiewns dd tis eree EDAEN Na 42 Changing agent information 0 000 c cee 43 Resetting an agent s password 0 0 c eee eee 43 Dormo SBOE occas wakans De RPRRRRGet CERO ES WA n ON edor ENANAR 44 FOI A BUSH ON ccc pero in oreo kos ee EEE SS OEE Re SEL EO RRS TERS 44 Chapter 5 Seting US BMMISCNS occ sce ekcace cr Seed ch cekieecsuedecotengessdce 47 ARO GUUGEIS cnc neck ikkes suter oEeealackedouse a haut aden ienneaneae 47 How incoming calls are sent to a skillset 0 000 cece eee ees 47 PIGS POPES Sandi cited Seed ok ca teed de ond hil at ce ese a elas 48 Setting up or changing a skillset 00000 cece eee 50 Setting Ge DID UNO erasi 4554 6S Goa wee TREE REAL ES eS EL ESE eeRSS 52 Setting Up CLID ONIS Routing cccascseacwevsoks ca ceeeabRasaceksieee ea eee x 52 Examples of using CLID DNIS Routing 02002 cece eee eee 52 CLID DNIS Routing Table properties 0 000 cee 54 Changing a CLIDIDNIS Rowe cciecesbeeeonsdee idence deer anaree nee 56 Assigning an agent to a skillset 242 cea cc cei acces nd aeeateas deed sateen see en 57 Dynamic Agent NOY csie aes erkinin messa kr E IERA ERE RA EAE Ni 57 Changing an agent s priority in a skillset n nananana 59 Unassigning an agent from a skillset
44. 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 confirm the deletion Click OK Contact Center Set Up and Operation Guide 152 Chapter 11 Creating Caller Input Rules NN40040 301 153 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 240 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 eJBJBJ nalle ok Enter the Operator password and then press OK N Choose option 2 Press OFER OPER MODE Atdt availt 3 Pres
45. 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 To check which mailbox interface you use 1 Press 9 e J Follow the voice prompts or the display button options to open your mailbox 2 Check the display to see which interface you use This is the Norstar Voice Mail interface Brew B saved PLAY REC ADMIH Ho messages This is the CallPilot interface COMP MBOX Ex 3 Press to end the session Contact Center Set Up and Operation Guide 32 Chapter 2 About setting up Contact Center NN40040 301 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 appli
46. 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 NN40040 301 247 Index Numerics 24 Hour Service mode skillset 112 A Activity Codes 49 agent settings 195 Autopegs 184 Break Time 190 changing 192 creating 191 definition 181 deleting 192 examples 183 how agents use 195 importing 192 193 Optional 181 182 186 Prompted 181 182 186 reports 195 skillset 49 skillset settings 195 System Activity Codes 185 System Activity Codes examples 186 Adding agents to a skillset 58 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 58 Autobusy mode 197 changing information 43 deleting 44 dynamic priority 16 18 57 Feature Codes 36 listening to skillset mailbox messages 75 logging off 44 monitor 61 167 parameters 39 resetting password 43 Silent Monitor 167 unassigning 60 viewing in a skillset 60 Assigning Contact Center l
47. 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 64 Contact Center Set Up and Operation Guide 64 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 Ext 1i xxx 4 HEST 5 6 Press 9 6 6 Press HEST The skillset mailbox number for skillset 1 is displayed If Hone appears the skillset is not configured Press HEXT to continue The Message Waiting Indication 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 messag
48. 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 Uncontiqure 2 Products Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure 3 Help Disabled Properties Agents Day Night Service Mode Overflow Enable Uncontiqure 4 Service Disabled 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 SKILLI MWI DN _ optional Method Least Busy 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 NN40040 301 Chapter 5 Setting up skillsets 51 10 11 12 13 14 15 16 17
49. 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 f1_ 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 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 NN40040 301 Chapter 10 Setting up Routing Tables 133 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
50. activity 167 Recording greeting 109 regulatory information 2 Remotely opening a skillset mailbox 66 Replaying messages 77 Reply feature 78 Replying to an external message sender 82 using the DIAL option 81 to an internal message sender 80 to messages CallPilot 79 to messages Norstar Voice Mail 77 Reporting for Contact Center 17 Reserved channels 160 199 Resetting agent password 43 Contact Center Administrator password 222 Operator password 221 skillset mailbox password 68 Restrictions for using Call Forward No Answer 223 Restrictions for using Call Forward on Busy 223 Retrieving deleted messages 78 Retrieving messages from skillset mailbox 76 Reviewing agents 60 Routing Table steps 143 Rewinding messages 76 78 Rings assigning 155 Rings assigning number 155 Routing Table assigning skillset hours 137 examples of 140 Greeting parameters 130 Greeting step 129 hours 123 maximum number of steps 16 123 parameters of Greeting step 130 reviewing the steps 143 setting up 140 tips 198 Routing Table steps Disconnect 129 Distribute for 129 Greeting 129 Transfer 129 Routing Table about 123 Routing DID 52 S Saving messages 77 Secondary alert 159 Service Mode skillset 112 Setting up general Contact Center parameters 161 general parameters 157 Off premise Message Notification to a pager number 88 to a telephone number 85 to an extension number 87 skillset parameters 50 Silent Monitor 61 167 Silent moni
51. and Operation Guide 184 Chapter 15 Activity Codes Autopegs Whether 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 t
52. 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 NN40040 301 Chapter 9 Setting up Intelligent Routing 119 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 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 Submit 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
53. each Contact Center greeting Greeting number Status whether the 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 164 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 NN40040 301 Chapter 13 Setting up Contact Center general properties 165 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 T
54. entered to change the start time Press MEST or f or press CHNG or 1 to accept the stop time that you entered to change the stop time Press K or if you want to be notified when you the skillset mailbox receives a new message or press CHNG or ff if you want to be notified only when the skillset mailbox receives an urgent message Press to end the session 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 4J2IEJ SJE HJeJ 8 KEB NN40040 301 Chapter 7 Off premise Message Notification 89 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 BJ 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
55. for your telephone to make sure that you can use a headset with it Note You cannot monitor an agent who is e on a conference call e using an Answer DN e onan ISDN 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 JQ 0 4 2 Enter your Agent ID number and press OK or f 3 Enter your password and press OK or J 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 170 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 t
56. 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 NN40040 301 243 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 transfer 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
57. handset The i2001 does not support Handsfree or a headset i2002 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 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 NN40040 301 Chapter 18 Troubleshooting Contact Center 225 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 are sending to the caller contain
58. line or press 9 to leave a message Greetings 8 amp 9 Advertisement Announcements1 amp 2 Greetings 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 204 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 Act
59. memory button to monitor calls waiting in skillsets 173 Taking some Not Ready time 000 eee 174 Programming Not Ready to a memory button 00 000 eee eee ee 174 LOGIN cc xocahettadasGoiedie eben seer ethe ee nese deren fees aeee aus 175 Changing your supervisor password 000 000 cece eee eee ee 175 PUI USO HAP esac esd tnai dilantin bce Wl a Ea oie ile hy nd dy dhe SRS Roa 178 How Supervisor Help workS 0 000 00 cece eee eta 176 Configuring Supervisor Help lt 2sicsccsv cederegabeakivreeaebarecegeneeds 177 How to handle Supervisor help requests nunaa aanu 177 How to handle missed requests usuasnanaanaanuna nananana 178 An example of retrieving an escalated request 20000 eee ee 178 Chapter 15 Activity CODES circ inser dawiedcnsdst cased Cee dicetdeeenseraee ss 181 WhatActivity Codes are cis2ce ss eees dee cess to taisa dees oe URE SER e dees 181 Optional and Prompted Activity Code logging 20 e0ee eee 181 Examples of Activity Code calls sis 0 0 0 0000 cece tee 183 Activity Codes Contact Center automatically enters Autopegs and System Activity Codes 0000 c eee eee 183 AULODEOS occ cc detecnee is GtbaGeeteatei ene eieusseebeiederinbee came 184 Examples of Autopeg calls noc ciece diene tue deans ceded bean a EESE RSA 184 System ACIVITY COES c lt sncacibevates kikina ko eon edeeewdesee narra wen 185 System Activity Codes that Contact Cent
60. nnn 158 To set up the general Contact Center properties cccecceceeeeeeeeeeeeeeeeeeeeetaeeeeeaeees 161 To generate the System Configuration Report cceseceeeseeeeeeeeteeeeeeeeaeesenaeeeeeaeees 165 Monitoring Contact Center call activity 0 eee eee eee 167 To set up Silent Monitor on Business Communications Manager 2 c seeeeees 168 To log anand monitor agent NS as stents coed dared vlad iagaistetenas i eeydien deat Gad Fear ae ees 169 Wee PIG Ae n a 174 Te change your superisor PASSWONG casi neccssssiisesneisecacastio emia eceeeieseciaen 175 Aevi GOdES crorcoscioroininr ohionn inire pider rebi 181 TOcteate an Activity Code oceniono e a aE 191 Toghange an ACV Coen a a a a eA 192 Todelktean ACIN COO ieii Aigaai antead es Seeaieaeramsiauiadaddda eb 192 Te importa istat ACV Ey OCS siirast Nari nia NE EE NE 193 To set up or change Activity Code settings for an agent eeeeeeeeeeereerreerereereeene 195 To set up or change Activity Codes for a SkillS t eccceeeeceeeeeeeeeeteeeeeaeeeeeeeeeeeaeeees 195 Tips for operating Contact Center 00 e eee eee eee 197 Examples of Contact Center configurations 00 20000 201 Troubleshooting Contact Center 200 cece eee 221 To reset the Operator password using CallPilot Managet ccccseseeseeeeeeeneeees 221 To reset the Operator password using a phone ceeeeeeeeteeeeeeeeeeeeeeeeeaeeeeeaeeeteaeeees 222 To
61. or skillsets 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 Intelligent Contact Center is the evolution of the existing Call Center capability on BCM50 1 0 Intelligent Contact Center offers additional functionality such as Reporting for Contact Center and Multimedia Contact Center You can also choose the specific number of agents and skillsets that your business requires You purchase Intelligent Contact Center and then purchase the number of agents skillsets Reporting and Multimedia as required Intelligent Contact Center has increased maximum capacities for example 50 active agents and 30 skillsets Table 1 shows the capacities available for the BCM50 2 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 BCM50 2 0 Skillsets Default 1 maximum 30 Configured agents available agent IDs Maximum 100 Active agents includes supervisors Active agents are agents who are logged on to one skillset or a combination of skillsets Default 2 maximum 50 Dynamic agent priority levels 20 Dynamic call priority levels 20 Active calls in all skillsets 30 Maximum active calls per skillset 30 Ma
62. peg period Because agent 2 did not enter an Activity 5 minutes Code Contact Center 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 NN40040 301 Chapter 15 Activity Codes 189 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 a
63. priority to 1 The call enters skillset 3 Skillset 3 is the priority service skillset for laptops Contact Center Set Up and Operation Guide 150 Chapter 11 Creating Caller Input Rules Changing 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 see To change the rule length for a Caller Input Table on page 150 If you want to change a specific rule in a table see To change a Caller Input Rule on page 150 To change the rule length for a Caller Input 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 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 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 6 Click Submit To change a Caller Input Rule 1 Start CallPilot Manager Click the Contact Center heading Clic
64. properties 9 Press to end the session Contact Center Set Up and Operation Guide 66 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 Psu 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 new 1 saved 3 After you open the skillset mailbox the telephone PLAY REC AGM IH display shows how many new and saved messages are in the mailbox To open a skillset mailbox CallPilot 1 Press Q9 68 ff Mbox 2 Press RETRY Ok or if you are at another extension enter the skillset mailbox number and then press OK or 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 NN40040 301 Chapter 6 Setting up skillset mailboxes 67 e Call an Operator receptionist or subscriber and ask them to transfer yo
65. reset the Contact Center Administrator paSSWOM c ccceeeeeeeteeeeeteeeteneeeteneeees 222 To change a skillset mailbox CDN assess cases naaresto airaa E NA AE 225 Contact Center Programming Record 000s ee ee eee eee 229 Contact Center Set Up and Operation Guide 6 Task List NN40040 301 Contents Chapter 1 Getting Stared 6 cccccsccetwses den edascdeveces en tees eerunenes 15 ARONS GNE arretrare ahek dads doe er chee eedas Shedd Seded hee Pees 15 About Contact Center ascicackatanciex ks Jue eeGe seer keonech idee sees 15 Contact Center Upda cc iss ciceeicee scene eadenareeec aiee erine 15 Contact Center iene cose a cede Oke eee Lae htoke ees oun EEEa 18 Using CallPilot call routing with Contact Center 00000 ee aee 19 PING AGMA 266592450594 o4b6hs ns EE TSS EASES SER See RL ERS ees 20 Cistom Call Routing CCR oscccxincotscauma sek piid ete iinta exceed 20 AUGGNCS cc ccc cedebignsideeterGarteade de Reodentteeereedeieenerewdne 20 aE ei EEEE LAR 9 B55 ESA EDEN SSE TIERS LOSE TS SSGT DERE T SED OES Re 20 Symbols and 16x Conventions sacdcdcscaveeksseesen sa adeniw seid Rae ea aes lt 21 Related Publicauone 2i cceke deen cde eee el dee ee eee EEE Eee e de dee eee S 22 wo dieo i eae ce ee et tages anathema ehh ak aoe ae 23 Chapter 2 About setting up Contact Center 000 e eee eee eee 25 Using CallPilot Manager to set up Contact Center 0 0 00 cee eee 25 Enabling kEyoodoS osc t
66. 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 234 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 NN40040 301 Chapter 19 Contact Center Programming Record 235 Skillset assignments Skillset name and Agent ID and name Priority Contact Center Set Up and Operation Guide 236 Chapter 19 Contact Center Programming Record Skillset mailboxes Skillset Mailbox name Mailbox number Control DN MWI extension Mailbox password NN40040 301 Chapter 19 Contact Center Programming Record 237 Routing Tables Skillset Day or Night Step Type of step Greeting Distribution Transfer Inte
67. 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 e Check whether your Transfer Ringback Timer has a high threshold value Set your transfer callback to a higher value than the ring delay for CFNA e Ask agents to use the Not Ready Feature Code Ce J P J 0 8 when they are not available to take calls As explained in Do Not Disturb on page 223 agents must not use Do Not Disturb Agents must set their CFNA 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 NN40040 301 Chapter 18 Troubleshooting Contact Center 227 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 expired the call goes back to the skillset and the agent will be made not ready or logged out depending on your Contact Center configu
68. 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 44 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 Change 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 Submit The Assigned Agents page shows the new priority Repeat steps 5 through 8 for each agent you want to change 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 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 Submit The Assigned Agents page shows the new priority
69. the location of the greeting at the Import option click Browse 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 Open Click Send ON OO Oo 0 To play the greeting in the Connect to box type an extension or telephone number and click Play Your telephone rings 11 Answer the telephone to listen to the greeting 12 Click Save to save the greeting The greeting you save replaces the previously recorded greeting 13 Click Close and replace the telephone handset 14 If you want to enter a caption for the greeting click Refresh 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 Submit 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 com
70. versions every visit to the page Java JIT compiler enabled on For more information about these settings see 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 Reporting for Contact Center To enable a keycode for 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 see the BCM Administration Guide On the Task Navigation Panel click the Configuration tab The configuration folders display Click the System folder and then click the Keycodes task The Keycodes panel appears Click Load File The Open file dialog box appears Browse to where you saved the keycode file you downloaded from KRS Click Open The file uploads and the feature appears in the Keycodes list Note Refer to the Keycode Installation Guide for more information Starting CallPilot Manager To start CallPilot Manager on BCM 1 Log on to Element Manager and select the BCM you want to access For information about logging on to Element Manager see the BCM Administration Guide On the Task Navigation Panel click the Configuration tab The configuration folders display Click th
71. want to tell callers on hold what the Expected Wait Time is Mosaic 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 203 General Properties on page 204 Caller Input Rules on page 204 Expected Wait Time on page 205 Activity Codes on page 205 Lines on page 205 Skillset 1 on page 206 e Routing Tables on page 206 e Service Mode on page 207 e Overflow on page 208 Skillset 2 on page 208 e Routing Tables on page 209 e Service Mode on page 210 Contact Center Set Up and Operation Guide 202 Chapter 17 Examples of Contact Center configurations e Overflow on page 210 Skillset 3 on page 211 e Routing Tables on page 211 e Service Mode on page 212 e Overflow on page 212 Skillset 4 on page 213 e Routing Tables on page 213 e Service Mode on page 214 e Overflow
72. 0 7 session is active When the BJ 0 7 ends the break time also ends While a 9 oO is active 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 190 Chapter 15 Activity Codes It is the agent s responsibility to either enter an Activity Code or release the session Otherwise 9 oO remains on the agent s display for a maximum of 2 minutes If the 9 0 session ends because it times out the break time also ends At the end of Break Time e if acall is 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 2 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 lon
73. 000 e eee eee eee 75 Playing skillset mailbox MESSAGES i45ce sand edkavaGdeuayeee eae rrer tans ES 76 Retrieving erased messages 0c eee eee 79 Replying to NESS BCG 6 aie se ee ee I eh Kak eee toon eae ee 80 Repiying io an internal caller 25 ccccy teense he oes eo oeee Mee noned kw dee ea RES 80 Replying to an external caller 0 cece es 81 Chapter 7 Off premise Message Notification 00 cece eee eee 83 About Off premise Message Notification 0000 e eee ee 83 Assigning an outdial method to a skillset mailbox 200000 eee eeee 84 Off premise Message Notification parameters 000 e eee eee 84 Setting up Off premise Message Notification s an 0 00 cece ees 85 About setting up Off premise Message Notification to a pager number 88 Changing Off premise Message Notification 0 0 00 ee eens 93 Deleting a destination MUMS sc50bae5 024 448s ose nero Sasa ERP eT eae SRE 100 Adding a destination NUMDET Ss occ o od date ks abe shana ye hee ee ew dees 101 Turning Off premise Message Notification on or Off asaan e eee eee 102 Chapter 8 Recording Contact Center greetingS 000e eee e eee eee 103 About Contact Center greetings 0 sce eee eee ew ede aneec ens dees 103 Examples of Contact Center greetings 006 cece eee ee 103 Recording a Contact Center greeting 00 c eee 104 Importing a Contact Center greeting
74. 1 sales question Sales 2 sales appointment booking Support 1 support question Support 2 support booking Support 3 support Install 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 mecs number Change Change Insert Import Activity Codes From File NN40040 301 Chapter 17 Examples of Contact Center configurations 217 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 206 e Skillset 2 on page 208 e Skillset 3 on page 211 e Skillset 4 on page 213 Properties Name MMCC MWI DN 337 Method Least Busy Attendant Ext 222 Use previous ___ calls to 10 calculate EWT EWT
75. 35 FO SG a Disconnect olofanna 136 To assign hours of operation to a SKINGET ais irsrirsrirrnsisisissnaissirraniissiisennsnini ieaiaia 137 To set the Service Mode for a skillsluisunuciosisninraiiiiredni ai a 139 To set up the Day Routing Table example cicccccicsssncestcossatenscodsennancesnoanentesssnnneacceinciens 140 To set up the Night Routing Table example ccccceessecceeeeseeeeeeeeeseeeeeesesseeeeeeees 142 To roviow Roning Table Silopi sendsniniiunignnn eee 143 To modiy Routing Table SIOPS nasrne Gaieneh eal 143 To delte Rouling Tabie Slop iriirihia 144 Creating Caller Input Rules 0 200s e eee eee eee eee 145 The create a Caller mpu UIE isorine aE se 145 NN40040 301 Task List 5 To change the rule length for a Caller Input Table ccccceseseeeeeseeeteneeeeeneeeeenaeees 150 Te changea Caller MEOE PHONG raroa on tes dees aE Eee ai 150 Te Goleta a Callar INPUT TUE cions EA 151 To clear a Caller Input Rules TIBIE saps cece ease eee eae cae ie NSE eae 151 LING GOMINISWAUON sis cccecc ead denseceneendeaneeneeeaden aaa 153 To seithe Answer Lines Stalts accra iscHialecin cine sauiaeat hie Re 153 PUM a UNS ssa nedecenstuatentnr sasdegeasageians Haxeoneaiege laa Harte aetna 154 TGP aU SSE A MMO des tes ace cpeeia axa pecaanenacoceis axdatearecuntternied ies tact ee ceerceeae 155 Setting up Contact Center general properties 00055 157 To assign the Contact Center language sissies ecient
76. 40 301 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 Pers i No Ready off SPAO password Delete Add Many Agents 4 Click Add 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 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 Select 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 Submit 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 multi
77. 8 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 OK On the Skillset List page in the Status column the skillset changes from Enabled to Disabled Unconfiguring a skillset You must disable a skillset if you want to change 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 154 Warning If you unconfigure a skillset you delete the skillset properties and the l f 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 Co
78. 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 e sets the timer to 2 minutes and 30 seconds as the condition for the first rule e selects the Agents 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 a
79. 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 244 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 Dynamic call priority Call priority is distinct from agent p
80. Any single digit hour and minute must be preceded by a zero Press AM or or PM or 2 J Press OK or to accept the stop time 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 Press HEXT or or press CHNG or 1 to accept the start time that you entered to change the start time Press HEYT or or press CHHG or 1 to accept the stop time that you entered to change the stop time NN40040 301 Chapter 7 Off premise Message Notification 87 Meg ture new 16 Press OK or if you want to be notified when the skillset mailbox ake Es receives a new message or press EHHG or if you want to be notified only when the skillset mailbox receives an urgent message Msg notify 17 Press to end the session ACMIM 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 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 e 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 ADMIH SELECT Destination
81. Call Pilot 0 ccceccceessseeeeeneeeeeeeeeeaeeeseaeeeeeaeeetsaeeeteas 79 To reply to an internal caller Norstar Voice Mail c cccccessccceeeeeeseeeeeeeesneeeeenees 81 T reply toan intemal caler OalPiOt sgisciaissuatntadsdvcanhsdyaaei chads sadesdbeaas sucenesgsasotiedaastentnis 81 To reply to an external caller Norstar Voice Mail ccceeesseceeeeessseeeeeeseeneeteeneaes 82 Te teply to an external caller Gall Pilot sicccadcazacteassccestmaassuctvcanssauxebsanaucttpnaasevccreagascberses 82 Off premise Message Notification 000 cece eee eee eee 83 To assign an outdial method to a skillset mailbox eee eeeeeeeeeeeeeeeeeeeeeeneeneeeeeetees 84 To set up Off premise Message Notification to a phone NUMbET ccceeesteeeeeees 85 To set up Off premise Message Notification to an extension cccccsssceeeesssteeeeeeees 87 To set up Off premise Message Notification to a pager cccccsscccceeessseeeeeessteeeeessnaes 89 To set up Off premise Message Notification to more than one destination 91 To change the time range or type of message parameters cceeceeeeeeeeeeeteeteees 93 To change the destination from phone to another destination eeceeeeeeeeeeeeeeeeeee 95 To change the destination from pager to phone or extension ssec 97 To change the destination from phone or extension tO pager ccceeeeeeeeteeneeeeeteeee 98 To dele
82. Contact Center General properties on page 215 Activity Codes on page 216 Lines on page 217 Skillset 5 on page 217 e Routing Tables on page 218 e Service Mode on page 219 e Overflow on page 219 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 Installer4 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 216 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
83. ID number For more information about statistics see Monitoring call activity on page 167 and the Reporting for Contact Center Setup and Operations 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 delivered 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 224 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 telep
84. IT J Feature Code y 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 P O J 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 NN40040 301 Chapter 3 Using Feature Codes 35 Feature Codes used by Contact Center Administrator and Supervisors Use this Feature Code To Open Mailbox Ce Je e open skillset mailboxes e record skillset mailbox greetings e listen to messages in the skillset mailbox Operator Settings Ce ejeje e set or change the operator extension e indicate whether the operator is available e select the day and night service modes for skillsets e change the password for Operator Settings For more information on using the Operator Feature Code see Setting the Service Mode for skillsets on page 138 and Resetting the Operator password on pa
85. If you make a call while you are monitoring an agent the monitoring session ends and you must begin monitoring using eJ o 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 s
86. Increase Allowed Enabled Initial Call Duration 00 03 00 Activity Code Entry Type Prompted Agents 31 35 36 Contact Center Set Up and Operation Guide 218 Chapter 17 Examples of Contact Center configurations Routing Tables Day Routing Table Day Routing Table steps Skillset 5 This routing table guarantees fax delivery to the skillset malbox 1 Greeting 148 Forced Greeting more information 2 Distribute 01 30 Step Information Commands 3 Greeting 149 4 Greeting 148 Forced No Transfer Insert Modify Delete 4 Distribute 01 30 Distribute For 01 30 Insert Modify Delete 5 Greeting 150 Greeting 149 Normal No Transfer Insert Modify Delete P G to step 2 Distribute For 01 30 Insert Modify Delete 6 B P Greeting 150 Normal No Transfer Insert Modify Delete Goto Step 2 Insert Modify Delete Insert Close Night Routing Table Night Routing Table steps Skillset 5 This routing table DOES NOT guarantee fax delivery to the 1 Transfer to extension skillset mailbox more information Step Information Commands 1 Transfer to Extension 233 Insert Modify Delete End Insert Close NN40040 301 Chapter 17 Examples of Contact Center configurations 219 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 F 08 00 Wednesday 00 Thursday Friday
87. List page appears 3 Click the Change link for the skillset mailbox The page for the skillset mailbox appears 4 Inthe Extension box type the CDN of the skillset Contact Center Set Up and Operation Guide 226 Chapter 18 Troubleshooting Contact Center 5 Click Submit 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 50 active agents 30 active calls and 30 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 resources As a guideline we recommend
88. Msg notify 3 Press ADMIN or 1_ to set up Off premise Message Notification ACMI SELECT Notifuicx gt 4 Press NEXT CHHNG NEST If you want to change the destination type see To change the destination type on page 93 for the appropriate procedure More dest 5 Press HO or to continue YES HO Startitstart times 6 Press CHHG or 1 _ to change the start time CHHG HEST r press HEST or to accept the start time SLorssbor timer 7 Press CHHG or 1 to change the stop time CHHG HEST or press HEST or to accept the stop time Meg ture new 8 Press CHHG or 1_ to change the message type to urgent ene 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 mailbox receives an urgent message Meo notify 9 Press to end the session ADMIN SELECT NN40040 301 Chapter 7 Off premise Message Notification 95 To change the destination from phone to another destination Med notify ADMIN SELECT Hot if Phone CHHG NEXT Destination PHOHE ExT PAGER lt x RETRY Ok Accert xxx RETRY Ok Hotifyicsx gt 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 interfa
89. RETR OF Sales surrort 3 The Activity Code name is displayed in this example Sales ke bt support The agent presses OK to confirm this is the correct Activity Code Contact Center Set Up and Operation Guide 196 Chapter 15 Activity Codes Another actu 4 The agent can press ES to enter another Activity Code or press HO VES NO to end the 9 D session Pressing H or releasing the session on this display submits Activity Codes NN40040 301 197 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 Cont
90. 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 246 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 available Skillset mailbox A skillset mailbox stores messages left by callers The calls can be retrieved by designated agents Skillset name The skillset name is
91. Status Commands 1 Sales 232 Disabled Properties Agents Day Night 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 Night 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 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 Tl Tuesday Wednesday Thursday Friday Saturday Sunday Contact Center Set Up and Operation Guide 138 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 Submit 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 e configure a skillset e setup at least a
92. Transfer Goto Step 2 2 3 4 5 6 ita 8 9 mo a0 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 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 212 Chapter 17 Examples of Contact Center configurations Night Routing Table Skillset 3 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Transfer to Extension 238 Insert y Delete 14 End Insert Close Service Mode Night Routing Table steps 1 Transfer to extension Overflow Skillset Service Mode Skillset Monday Tuesday Wednesday Thursday Friday Saturday Sunday 3 24 hr Service ca Day Start Time hh mm 24 Hour Format 08 00 10 00 Overflow Rule Table Skillset 3 1 2 End Night Start Time hh mm 24 Hour Format 20 00
93. 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 NN40040 301 Chapter 5 Setting up skillsets 55 Note The CLID routing table can support 1000 rules Each rule can be a number or a range such as 416 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 4 Click the Insert link The CLID DNIS Setup page appears CLID DNIS Setup Line CLID ANI DNIS Multimedia Calls F Action Move to Skillset 1 M Change Call Priority Only New Call Priority No Change v Submit Cancel 5 Set the method to identify the call e If you want to create a rule based on the line a call comes in on in the Line box enter the line number e 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 e Ifyou 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 Contact Center Set Up and Opera
94. a 65 To open a skillset mailbox Norstar Voice Mail cccecceeeeeeeeeeeeeeennaeeeeeeeeeeteess 66 To open a skillset mailbox CallP UO sis siccnszassvacensaesvsnnadaaessnaga sauesveantsnasaapeasnmesdanndiaannenee 66 To open a skillset mailbox from an outside telephone ssssssssrrssssrrrrsssrrrressrrnnsssrrnnnes 66 To open a skillset mailbox directly from an outside telephone cee eeeeeeeeeeeeeeeeeeeeee 67 To change a skillset MallbOx password occcisssccssicsssencissessenessceessenesseeesvenenseerireeedseeiinines 68 To reseta Skillset MallIbOX PASS WONG iaicas cescscascasvisnssaaes padanceaneens si bau sakoastnasseenanaueanents 68 To record a Primary or Alternate skillset mailbox greeting ccceeeesseeeeeeeenteeeeeeeeaes 70 To choose a Primary or Alternate skillset mailbox greeting 72 To record a Personalized skillset mailbox greeting eeeeeeeeeeeneeeeeeeeeneeeeeeeeeeeeeeeeaes 74 To delete a Personalized mailbox greeting cccscccecceeseceeeeeeseeneeeeeneeneeeeeeseeneeteeneaes 75 To play skillset mailbox messages Norstar Voice Mail ccseeeeeeeeeneceeeeeeeeeeeeees 76 Contact Center Set Up and Operation Guide 4 Task List To play skillset mailbox messages CallPilot cccccceeceeeeeeeeeeeeeeeeeeeeesaeeeeeaeeeeeaeeeee 78 To retrieve an erased message Norstar Voice Mail cccccceeceeeeeeeeeeeteeeeeeeeeeeeeess 79 To retrieve an erased message
95. able Caller ID Name with number backup Number only None 4 To 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 162 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 e Name with number backup dis
96. able check box selected and is the Attendant field blank If the Attendant field is blank you must assign a DN for the Auto Attendant 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 NN40040 301 229 Chapter 19 Contact Center Programming Record For this programming task see on page Record the Feature Codes used by Contact Center Feature Codes 230 Record the line information for lines answered by Contact Center Line answering 240 Record the Operator and Business Status settings Operator Business Status 230 Record the number of reserved channels the Primary and General Contact Center Secondary Alert times and the Master Client Address prope
97. access the messages in the skillset mailbox throughout the day each agent should listen to the message write down what the message says erase the message 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 If the agent who listens to the message erases the message after writing down what it says the next agent does not waste time listening to the same message Contact Center Set Up and Operation Guide 76 Chapter 6 Setting up skillset mailboxes e the next agent knows if the callback was successful or not e only one agent contacts the caller If only one agent is responsible for retrieving messages at your contact center this agent does not need to 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 76 e To play skillset mailbox messages CallPilot on page 78 To play skillset mailbox messages Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface 1 Press l JQ 8 f Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 new 0 saved 2 Press PLAY or 2 to listen to your message
98. act Center greetings Record greetings that are a maximum of 20 seconds long 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 198 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 greet
99. al 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 about line pools and route codes see your system documentation Warning Do not change the extension number assigned to the skillset mailbox If this A 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 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 Submit Off premise Message Notification parameters You can set up the parameters for Off premise Message Notification from any tone dial phone The parameter
100. al 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 Refresh 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 Submit 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 use the same greetings across your system The wav file format must be e Bit Rate 8 KHz e Audio sample size 16 bit e Channels mono or stereo e 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 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 4 Ifyou know the location of the greeting in the Import box type the location of the file and Click Send or if you do not know
101. anguage option 157 Intelligent Overflow to a skillset 117 Attendant extension 49 Auto Attendant and Contact Center 20 Automatic Answer 18 Automatic timeout 36 Break Time 48 Button memory button indicators 159 programming a memory button 34 C Call call activity monitoring 173 Distribution Method 245 Dynamic Priority 19 priority 19 Silent Monitor 167 Call Forward on Busy 223 Call Park 222 Call Pickup 222 Call Transfer 222 Caller Directed Transfer 16 Caller ID 78 160 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 27 Caption Expected Wait Time table 127 132 greeting 108 132 CCR and Contact Center 20 CFB 223 CFNA 223 Changing agent information 43 language 157 Contact Center Set Up and Operation Guide 248 Index skillset mailbox password 67 Channels reserved 160 voice 160 Character limit for Off premise Message Notification destination number 88 90 92 99 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 64 Conference calls 169 171 Configuring lines 153 Contact Center adding agents 40 adding multiple agents 42 Call answering 155 configuration limits 226 efficiency tips 200 examples 201 greetings 103 language availability 157
102. ant to return to the previous display press QUIT If you want to re enter the skillset number press RETR e 4 to view the previous skillset BJ 6 or HEST to view the next skillset to exit 6 The session ends when you press or 4 Contact Center Set Up and Operation Guide 140 Chapter 10 Setting up Routing Tables Note Remember to manually choose the Day 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
103. atch String Action Move to Skillset O Send to Skillset Mailbox Transfer to Extension Transfer to Mailbox Transfer to External Outdial Method Line LinePool Transfer to Auto Attendant None oreeting Table Select None for default 44 prompt 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 about using wildcard characters see Using wildcard characters on page 148 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
104. 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 NN40040 301 245 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 Waiting 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
105. box external telephone number CCR Tree Automated Attendant or operator changes in priority level Contact Center Set Up and Operation Guide 112 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 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 e 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 a
106. call to a skillset by pressing 7 0 or TEAHSFER 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 see 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 see the BCM Administration Guide Note Agents are restricted in how they can use CFAC CFNA and CFB For more information see Important considerations about how agents use features on page 222 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 30 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 wit
107. 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 see 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 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 see the CallPilot Manager Set Up and Op
108. cation 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 230 to record the Custom Feature Codes To determine the Feature Codes 1 Press RJE Loginsouti E 2 The display shows the name and number of the Log In Log Out HEST Feature Code xx represents a number between 00 and 99 3 Press HET Ready Mode F9xx 4 The display shows the name and number of the Ready Mode Feature HEST Code 5 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 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 see the Contact Center Agent Guide For information about using programmed memory buttons to monitor call activity see Primary and Secondary alert times on page 159 To program a memory button 1 Program Features 2 Fress a button y 3 QU
109. ce 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 e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press AD IH 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 EST or to choose an extension destination or press PAGER or to choose a pager number destination Enter the destination number and press OK or The destination phone number cannot be longer than 30 digits Press OE or to accept the destination number or press RETR or to re enter the destination number Press HEST or to continue or press CHHG or to change the destination and repeat steps 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 96 Chapter 7 Off premise Message Notification Start start time 10 Press CHHG or fi to change the start time CHHG HEST or press HEST or to accept the start time Storitstor timet 11 Press CHHG or 1 _ to change the stop time CHHG HEST or press HEST or to accept the stop time Ms tape imewn 12 If you want to change message notification CHNG
110. ct center e a memory button indicator programmed with Agent Login Le J Q 0 4J flashes quickly LJO flashes based 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 To program a memory button see 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 160 Chapter 13 Setting up Contact Center general properties e If 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 e If yo
111. dding a Disconnect SID cts eee cece ntareennseeeaueken ag aae eee 135 Assigning Routing Table hours of operation 0 000 ee 137 Setting the Service Mode for skillsets 00 000 cece eee 138 Example of a Day Routing Table i cscebedes beans seeded dees vee teuadse ged 140 Example of a Night Routing Table s vss0s ccdes cee ea soee vapeeceed some es kee 142 Changing a Routing Table lt cicecedagsitiatiseeteeoe bs tekate deie rinii gas 143 Chapter 11 Creating Caller Input Rules 00 eee e ee eee eee eee 145 Using wildcard characias occ scntoneanekce es bORea Kees MREES eee ORO Dea es 148 An example of using Intelligent Caller Routing Advanced 149 Changing a Caler Mpt ule oo jn edd eur Sa es oe whi male miley ee hee wind eh oe 150 Deleting a Caller Input rule 0 00 0 eee 151 Clearing a Caller Input Rule Table 0 00 00 cece ee 151 Chapter 12 Line GQMINIGUANION 20505060 ccde sien teia nenea A 153 Setting the Answer Lines status 00csb ance ee ene ceed eee ee reese eee 153 QUE MOE 3 jad cy ees eke eiaig bande eke LPR os Ghee dese ees 154 Chapter 13 Setting up Contact Center general properties 2005 157 Assigning the Contact Center language 0 0c cence eee 157 General Contact Center properties 0000 c cee eee 159 Primary and Secondary alert times 00 00 c eee eee 159 MMCC Publie HOSIN ING 2 324 246h ceeetndeereeneeeacadeds eres to
112. de Overflow Enable Unconfiqure z Products Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure 3 Help Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure 4 Service Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure 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 Assign The Assign Agents page appears with the available agents displayed Assign Agents Skillset 4 Assign ID Name 1 Smith Depp Lawrence 2 3 Armstrong 4 5 Richards Priority 10 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 Submit The agent you selected appears on to the Assigned Agents page If you want to assign another agent to this skillset follow steps 5 through 8 9 Click Close to return to the Skillset List page NN40040 301 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
113. ds 159 Reserved chamhels ciswks iy ton ee tieeeentle eee daeer taney oka wwe 160 Contact Center Reporting properties Address 000020 ee eeee 160 Supervisor Help Request Timeout 0000 eee eee 160 Selection Method Supervisor Help From 0 20020 eee e ees 160 Enable Caller D 2 ccccc canst aeee cider iene dane nb eehedeweienecda ce 160 Setting up general Contact Center properties 000 cece eee 161 System Configuration Report cicdoeiieeeed been sewed donee eee bees awe 162 NN40040 301 Contents 11 Chapter 14 Monitoring Contact Center call activity 0 0 cee sees 167 Montomg ACW So tossect ker koane nE Bas ace toe ee ethic a ake Seed 167 Monitoring agent calls with Silent Monitor 0000 ccc eee eee eee 167 Setting up Silent Monitor on your system 0 000 cee eee eee 168 Using Silent Monitor with Answer DN 00 000 e eee eee 169 Monitorning UPS oscusatcenehe reece dee o eer kriet e s ESR e OER REN SS 169 Logging on and monitoring agent calls 0 ee 169 An agent requests help while you are in a monitoring session 170 About monitoring SESSIONS acs cdecyceascGercrseserader ddaeededenbea ee aa 171 POTD OUI ROT sisser Arnie ER E GND a satan eae ec eld ie we NOS face Be 172 TO monitor SKIISES gcicc aes ceed eeaeeeeeeeceseeianadcedewinwee nanan EES 172 An example of monitoring skillsets 2 00 0 c eee eee 173 Using a
114. dule The system assigns a skillset mailbox that uses the CDN 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 NN40040 301 201 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 215 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
115. e 85 To set up Off premise Message Notification to an extension on page 87 To set up Off premise Message Notification to a pager on page 89 Contact Center Set Up and Operation Guide 102 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 e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 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 Of it is on as shown Notify off 5 Press OK or CHNG TIME Ok r press TIME to review the start and stop time parameters Mailbox admin 6 Press to end the session GREET FSW QUIT NN40040 301 103 Chapter 8 Recording Contact Center greetings About Contact Center greetings Contact Ce
116. e Application folder and then click the Voice Messaging Contact Center task The Voice Messaging Contact Center panel appears NN40040 301 Chapter 2 About setting up Contact Center 27 4 Click Launch CallPilot Manager 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 Menu Mailbox Administration Add Mailbox Headings Change Delete Mailbox expand and Auto Attendant Group List Administration displ heir System Properties BP ay their Custom Call Routing Operator Settings links when you _ Logout click them Networking Contact Center Reports Configuration Operations 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 BCM system there is no dedicated or default CallPilot or Contact Center Administrator user ID and password For BCM you can create use
117. e 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 113 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 through the internet 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 day to day performance of your Contact Center See the Reporting for Contact Center Setup and Operations Guide for more information Using CallPilot call routing with Contact Center CallPilot is a versatile business communications tool that you can use to e answer incoming
118. e and all recipients of the message Refer to All 7 4 Note 3 on page 78 Delete o Deletes the current message Deleted messages remain in the 7 6 Z skillset mailbox until the session ends Refer to Notes1 and 2 on page 78 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 To retrieve 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 PLA 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 Contact Center Set Up and Operation Guide 80 Chapter 6 Setting up skillset mailboxes 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 fro
119. e cata ateee ie hnne Pose MA ERE ODER Rw ORE ORO 234 Skillset asse c 2 p eden 0ceee ees eeedy Goer eneeerebedadeesegeaeeees 235 PSEUDO MES iis cS ae etic iaok dia nde GS batind a8 da Gon Uae abe AOL a ea reac 236 Rouling Tables csketecdeke Garon deb desede gee Sumac ORG Re SESE OER Rea eS 237 Galler Mpt RUDS jG eas Erario TaN E a CREWE RS Red A BS 238 Intelligent CLID DNIS Routing 2 0sc0tesee ea eee me eed ORE Re RES Oe RSE RARE 239 LING ANSWEHING 26260 icncic emit egnttisteiaeneninuks bebeiade dinners ons 240 GOSSA serred tei cer cee dendeee Cee ee Oser tee dedene cota ve 241 NMAX 4 00 ce cease inne eden 5646019006 5198 004 CON ee eee Kew ees 247 Contact Center Set Up and Operation Guide 14 Contents NN40040 301 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 BCM 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
120. e new button To delete a character Press the BE SF display button Letters and numbers on the dialpad 1 2 ABC2abc B DEFS3def GH1I4ghi 6 J KL5jkl 6 MNO6mno PQRS7pqrs B TUV8tuv 0 WXYZ9wxyz 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 Pswdi1111 _ This is an example of a display with fewer than 16 characters where OTHE RETRY OK the command line prompt remains on the display Contact Center Set Up and Operation Guide 30 Chapter 2 About setting up Contact Center Harme RETRY EKSF OK F RETR BEF OK PARTRIDGE FETE BESP OK This display shows the Hame command line prompt When you begin to enter the last name the Hame command line prompt disappears For example if you enter the name Partridge you press for P and the display drops the Hame prompt Although the name is only nine characters long the command line prompt is not shown on the display after you enter the entire name The prompt disappears for these command line prompts e Name e Log e Dest ph Symbols and conventions used in this guide These conventions and
121. e 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 agents The default value is 10 For more information about method of call distribution see Method on page 48 Contact Center Set Up and Operation Guide 58 Chapter 5 Setting up skillsets To assign an agent 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 Status Commands 1 Sales Disabled Properties Agents Day Night Service Mo
122. el 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 http www nortel com erc Contact Center Set Up and Operation Guide 24 Chapter 1 Getting started 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 NN40040 301 25 Chapter 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 See the Con
123. er 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 Delete Create Create Create Create Contact Center Set Up and Operation Guide 146 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 Variable Submit Cancel 5 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 6 Click Submit You return to the Caller Input Rules Tables page 7 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 NN40040 301 Chapter 11 Creating Caller Input Rules 147 8 Click Add The Match Rule Setup page appears Match Rule Setup Rule Table 1 M
124. er 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 232 Chapter 19 Contact Center Programming Record Contact Center Greetings Greeting Greeting information number NN40040 301 Chapter 19 Contact Center Programming Record 233 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 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
125. er records 00000 185 Examples of System Activity Code calls 000 0c eee eee eee 186 Prompted and Optional Activity Code logging 000 eee eee eee 186 Examples of Prompted and Optional Calls 0 0 c eee eee ee 187 How Activity Codes interact with system features 0000 e eee 188 TRASIGMOAGEN 6250642 bovon deer eee bobee nsis sa Gee bEMES SERS BERS S 188 Pree ie poco te let erat E rene tea eee AEA 189 Contact Center Set Up and Operation Guide 12 Contents Creating changing and deleting Activity Codes 0000 cece ae aes 191 imponing ACK CodeS ccheiek icing daite kasa Rog eek aNoheh Rad se kes 192 Creating a list of Activity Codes 0 0 0 0 ee 192 Communicating Activity Codes to supervisors and agents 4 194 Assigning Activity Code settings to agents and skillsets 195 Generating Activity Code reports 0000 ee 195 How agents enter Activity Codes 0000 e eee eee 195 Chapter 16 Tips for operating Contact Center 000 eee eee eee 197 PIC adma Krier iedeneeiaehesy ooeees ease henie Sueus eeee saws 197 Suilleet AaMIMNISIBUEN yare rssi i agin sees eePEPebe i ee de oehas Heed es 197 Contact Center greetings 00 0 c cee 197 Routing Table administration 000 cece eee eee 198 Contact Center general parameters 000 0c cece eee 198 How to calculate the longest
126. eration Guide Audience This guide is for system administrators who configure and maintain Contact Center on a BCM 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 NN40040 301 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 A Warning Alerts you to conditions 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 D Security note Ind
127. erator status Le Jig gj 2 Leji _ _ Supervise Le jig fo 6 Lej _ _ Supervisor Help 9 oO 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 eee Si Skillset Number ___ AU Service Manual Day Night These settings are usually changed by the receptionist or Operator on a daily basis NN40040 301 Chapter 19 Contact Center Programming Record 231 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 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 numb
128. ervice CDN 232 233 234 235 Status Commands Disabled Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Disabled Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Disabled Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Contact Center Set Up and Operation Guide 132 Chapter 10 Setting up Routing Tables 4 Click the Day or the Night link for the skillset to which you want to add a greeting step The Day or the Night Routing Table page appears Day Routing Table Skillset T This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Step Information Commands End Insert Close 5 Click the Insert link The Routing Step page appears 6 Atthe 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 7 Ifyou want the caller to listen to the entire message before they transfer to an agent select the Forced Play check box 8 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
129. es Initializing a skillset mailbox involves e choosing a password from four to eight digits long that does not start with zero e changing the skillset mailbox default password to the new password e recording the skillset mailbox name in the Company Directory NN40040 301 Chapter 6 Setting up skillset mailboxes 65 To initialize a skillset mailbox 1 2 Must change Pswd 3 Psu 4 RETRY Ok AJaini 5 RETRY Ok Record name 6 RETRY Ok Accert name 7 RETRY PLAY Ok Press e 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 Enter a new skillset mailbox password from four to eight digits long that does not start with zero Press OK or J Reenter the skillset mailbox password and press OK or 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 PLAY 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
130. es the amount of time allocated to an Activity Code and 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 2 OJT 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 2 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
131. ess GEL 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 NN40040 301 Chapter 7 Off premise Message Notification 101 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 Med notify ADMIH SELECT Hotifyicsx gt EHHG HEST More dest WES HO Hotifa321 none SETUP 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 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 e 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 pag
132. estination 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 Press HE T or to accept the default pager message represented by lt xxxx gt 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 HEAT or to continue Press HEAT or to continue or press SETUP to add another destination NN40040 301 Chapter 7 Off premise Message Notification 93 CHHG HEST Sr press CHHG or Stor stor timer 22 Press HEXT or CHHG HET or press CHHG or CHHG new message or press CHNG or 1 Start start time 21 Press HEXT or fF ua E to accept the start time that you entered 1 to change the start time to accept the stop time that you entered to change the stop time Med Lure new 23 Press OK or to be notified when the skillset mailbox receives a
133. et If the agent is on an IP set and the caller 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 172 Chapter 14 Monitoring Contact Center call activity Monitoring skillsets Use L OJEJ 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 ski
134. et 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 Close To modify Routing Table steps You must disable a skillset before you can modify its routing table steps To disable a skillset see 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 144 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 Submit The changed step appears in the Routing Table list Click Close 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 To disable a skillset see 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 skillse
135. eturn 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 104 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 call 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 min
136. first If skillset 1 is not enabled press HEXT to go 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 NEKT Press HEXT 1 2calls 4 The display shows the calls that are currently waiting to be SKILL HET 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 HE T 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 OJEJ 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 about programming an memory button see Programming a memory button with a Feature Code on page 34 e If the indicator is off all of the calls are within the acceptable wait time e Ifthe 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 see Setting up general Contact Center properties on page 161 For information on Primary and Secondar
137. formation about programming any of these settings see the BC M 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 i2001 Nortel recommends you do not use Automatic Answer for i2001 telephones or use the 12001 for supervising agents unless you use a telephone
138. fter 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 Overflow Routing determines that a condition is met for the call the call goes to the destination you specify Possible actions are e 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 e sending the call to the skillset mailbox e transferring the call to an extension external number mailbox skillset mailbox Automated Attendant CCR Tree or operator NN40040 301 Chapter 9 Setting up Intelligent Routing 113 e 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 wi
139. g keycode Element Manager 26 Logging off agent 44 supervisor 175 Mailbox opening skillset mailbox 66 outdial route 84 skillset mailbox 63 Mailbox interface CallPilot 31 Norstar Voice Mail 31 Manual call presentation 18 39 Memory button indicator 34 35 159 167 programming 34 35 Message Waiting Indication determining extension 63 extension 245 Message Waiting Indication extension 48 Messages copying 76 deleted retrieving 78 deleting 77 79 erasing 77 79 external 80 81 forwarding 79 internal 80 minimum recording length 80 Contact Center Set Up and Operation Guide 250 Index Off premise Message Notification 83 playing envelope CallPilot interface 79 envelope Norstar Voice Mail 77 next CallPilot 79 next Norstar Voice Mail 77 pausing 77 previous CallPilot 78 previous Norstar Voice Mail 77 rewinding 76 78 skipping forward 77 78 skipping toend 76 quitting 77 replaying 77 replying CallPilot 79 80 replying Norstar Voice Mail 77 80 saving 77 silence timeout 80 skillset mailbox 63 Method of Call Distribution 48 245 Monitoring agent calls 167 call activity about 167 example of monitoring 173 logging on to monitor agents 169 Primary alert time 159 Secondary alert 159 Silent Monitor 167 skillsets 173 tips 169 Monitoring agents 61 167 Multimedia Contact Center 19 CLID DNIS Routing 52 MWI extension 245 N Name skillset 246 skillset mailbox 64 Night mode skillset 112 Nig
140. ge 221 Voicemail DN Ce ejeje e display the skillset mailbox number Control DN for each skillset e display the extension for Message Waiting Indication for the skillset mailbox e reset the passwords of the Contact Center Administrator and the operator For more information about the Control DN see Determining a skillset mailbox number on page 63 Display Waiting Calls Skillset Status e view real time status information about skillsets You can see how busy your Contact Center is so that you can adjust skillset staffing o e 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 this feature program a memory button that has an indicator with Ce J 9 0 QJ Refer to Programming a memory button with a Feature Code on page 34 Log on Log off ooa log on or off Monitor agents s iet mentor nt w oE ets you monitor agents Supermiser Help e lets you take agents help requests Hoe i ia Not Ready e extend a Break Time period if agents need time after calls to do paperwork or oole wrap up tasks For more information about Break Time properties for a skillset see 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 infor
141. ge 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 e a Maximum Number of Attempts of 3 For information about changing Class of Service settings see 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 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 84 Chapter 7 Off premise Message Notification After you set the Off premise Message Notification parameters Off premise Message Notification is enabled automatically Assigning an outdi
142. ged 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 The Contact Center Administrator creates two rules In the first rule the Contact Center Administrator e selects the 24 Hour service mode e 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 NN40040 301 Chapter 9 Setting up Intelligent Routing 115 e 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 t
143. gent 2 has not entered an Activity 8 minutes Code Contact Center records the No Peg System 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 9 oO 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 2 0 7 session can be longer than two minutes If 9 oO is active on the agent s set when break time expires the break time continues while the Q
144. ger than 10 seconds to allow time for Activity Code entry For more information about Break Time properties for a skillset see Break Time on page 48 NN40040 301 Chapter 15 Activity Codes 191 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 Code ld 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 CLIDJDNIS 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 desc
145. h 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 e on Contact Center displays to identify the skillset e in reports e as the 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 SK LLn where n is the skillset number The name for each skillset is the same as the skillset mailbox name MWI DN 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 63 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 dist
146. has no active call has a call on hold or is 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 ZAHL 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 NN40040 301 Chapter 14 Monitoring Contact Center call activity 171 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 OBSI to reenter the monitoring session with the agent Making a call while monitoring
147. he Activity Code and will record the No Peg System Activity Code instead The 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 186 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
148. he 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 table 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 NN40040 301 Chapter 10 Setting up Routing Tables 135 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 y
149. he Supervisor Help LCD indicator lights up 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 QJ 0 6 J 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 NN40040 301 Chapter 14 Monitoring Contact Center call activity 177 Agents can request Supervisor Help only if they are on an active Contact Center call They cannot use Supervis
150. hey do not want monitored they must first log off as an agent then log on again when they complete the call You must program a memory button with R 0 6 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 168 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 gt Note If you are using a Business Communications Manager system please see 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 Oa Ff 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 Sile
151. hone 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 see 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 time 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 181 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 see Dynamic Agent Priority on page 57 Adding an agent or a supervisor You can use the table Contact Center agents on page 234 to record the agents you add To add an agent 1 Start CallPilot Manager 2 Click the Contact Center heading NN400
152. hree Activity Codes The agent does not enter another Activity Code during the 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 NN40040 301 Chapter 15 Activity Codes 185 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 t
153. ht Routing Table example 142 Norstar Voice Mail mailbox interface 31 Notification Off premise Message Notification 83 Number Control DN 35 skillset mailbox 35 O Off premise Message Notification 198 about 83 changing parameters 93 destination number character limit 90 92 99 destination pager number and message character limit 88 feature restrictions 85 setting up to a pager number 88 to a telephone number 85 to an extension number 87 to wrong destination 83 Off premise Message Notification parameters destination telephone number 84 destination type 84 time range 84 types of message 85 Open Mailbox Feature Code 35 Opening a skillset mailbox 66 Opening your mailbox CallPilot 66 Norstar Voice Mail 66 Operator resetting password 221 Operator resetting password 221 Outdial route mailbox 84 Overflow Intelligent 17 P Parameters general Contact Center 161 Routing Table Greetings 130 Password changing skillset mailbox 67 resetting agent password 43 resetting Contact Center Administrator 222 resetting Operator 221 resetting skillset mailbox 68 skillset mailbox 64 67 Pausing a message 77 Playing message envelope CallPilot interface 79 Norstar Voice Mail 77 Post call Break Time automatic timeout 36 Preferred method of call distribution 245 Preventing calls from ringing at an agent s telephone 223 Programming a memory button 34 NN40040 301 Index 251 R Real time status of call
154. ialed 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 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 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 Calls are routed to the specific skillset If you want to route the phone and browser calls to another skillset then program a CLID ANI entry with a telephone number So it is a separate entry from the browser only calls 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
155. iation check box if you want voice prompts that include the letter z to be pronounced zed instead of zee The Canadian Pronunciation check box appears only if North American English is the primary or alternate language 8 Click Submit NN40040 301 Chapter 13 Setting up Contact Center general properties 159 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 a memory button indicator programmed with Display Waiting Calls C _ Q 0J QJ flashes slowly 9 0 Q flashes based on the status of all the calls in the contact center e a memory button indicator programmed with Agent Login Le P 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 a memory button indicator programmed with Display Waiting Calls Le Q 0 QJ flashes quickly 9 OJE flashes based on the status of all the calls in the conta
156. icates 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 EA 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 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 C
157. ick 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 OK The rule is deleted from the Overflow Rule Table page Click Close Contact Center Set Up and Operation Guide 122 Chapter 9 Setting up Intelligent Routing NN40040 301 123 Chapter 10 Setting up Routing Tables About Routing Tables Routing tables determine how the system answers holds and 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 237 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 f
158. ies eed cee i des Cab ge ha een Goad s 26 Staring CallPilot Manager oivcccca des a ces vee ee eRe anes ee ewRK ORS E RE RRO 26 About the CallPilot Manager interface 0 0c c eee eee 27 Sy lem EO sey tact enh faces hanes ang Bla leaden club nolan SRE i dat Ea 27 Contact Center ACCESS 2 2 cae cee nese debi cdtete sede Seed Sages eiee E 27 Setting up Contact Center from a two line display telephone 28 Systeam UNCON Ji nceegonsed du temdenges hEN esa aeEeerednsaaena anes 29 USING TNS diapad os n cc ce ee cep heme Rear eae eR ama ae a a ae a 29 Symbols and conventions used in this guide 0 0c eee ees 30 ApoU ISB DUNO cc cect ad apie wares eeee een aed a heed eee eeue 30 Checking which telephone mailbox interface you use 6 0 eee 31 Chapter 3 Using Feature Codes csccccsscivecissascctsecsacasiessateaes 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 Feature Codes 2 45 cedecd baer ep eeateye sence eewd deteasse wees 36 Contact Center Set Up and Operation Guide 8 Contents Chapter 4 Setting up Contact Center agents 0c e eee eee eee 39 Aboutaddng US TINE a oes igo tata Be denice a actu be eam homes a enna see AE ERA A E 39 Agent
159. ing Agents become available during the time that the highest priority call 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 P 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 e Intelligent Caller Input Routing Advanced Option e Intelligent CLID DNIS Routing e Intelligent Overflow Routing Call priority is distinct from agent priority If a waiting call needs
160. 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 126 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 EWT 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 CLIDDNIS 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 NN40040 301 Chapter 10 Setting up Routing Tables 127 4 Click Add The Wait Time Interval page appears
161. ion 49 Skipping forward in messages 77 78 Skipping forward to end of messages 76 Steps Routing Table 129 Supervisor Feature Codes 35 Supervisor functionality 16 System Administrator Feature Codes 35 T Table Routing Table 123 Telephone line display 28 system timeout 29 Time Primary alert time limit 159 Secondary alert 159 Timeout CallPilot Manager 27 telephone 29 Tips agent administration 197 configuration limits 226 Routing Table administration 198 skillset administration 197 skillset mailbox 198 200 trademarks 2 Transfer 222 to Auto Attendant 18 toCCR 18 to Operator 18 to skillset mailbox 18 Transfer Allowed enabled 130 Troubleshooting agent log on problems 222 call processing problems 226 cannot change the Contact Center Skillset Parameters 225 enabling a skillset 225 skillset settings 25 226 slow call processing 226 unpredictable call processing 226 Two line display telephone using 28 U Unassigning agents 60 Unconfiguring a skillset 62 Using Intelligent Overflow 111 V Viewing agents in a skillset 60 Voice channels 160 NN40040 301
162. ion Commands 1234 Moveto4 Change Delete Table 1 Variable length 3 Skillset Mailbox Change Delete Match 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 NN40040 301 Chapter 17 Examples of Contact Center configurations 205 Expected Wait Time EWT Greeting Table Expected Wait Time Table ID 1 No Wait Time Interval Greeting ID Commands Up To 00 03 00 50 Change Delete Up To 00 06 00 51 Change Delete Up To 00 09 00 S2 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 Preferred4 preferred installation Change Delete Insert Import Activity Codes From File Lines No No Contact Center Skillset 1 Contact Center Skillset 2
163. irst 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 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 124 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 1s a Greeting step more information e that is 11 seconds or longer Step Information Commands 14 Greeting 1 Forced No Transfer Insert Modify Delete that is Forced Play 2 Distribute For 01 00 Insert Modify Delete ai Grestingit Normal Transfer insert Modify Delete e that does not have a transfer 4 Distribute For 00 30 I
164. 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 Contact Center Set Up and Operation Guide 228 Chapter 18 Troubleshooting Contact Center 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 configurations e In CallPilot Manager gt Operations gt Operator Settings Is the Attendant Avail
165. k 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 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 Submit The Match Table page appears with the changed rule Click Close to return to the Caller Input Rules Tables page or repeat steps 5 through 7 to change another rule NN40040 301 Chapter 11 Creating Caller Input Rules 151 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 OK The rule is deleted from the Match Table list Click Close 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
166. last line to add 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 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 Submit Contact Center Set Up and Operation Guide 156 Chapter 12 Line administration NN40040 301 157 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 158 Chapter 13 Setting up Contact Center general properties To assign the Contact Center language 1 Start CallPilot Manager Click the Configuration heading Click the System Properties link The System Properties page appears System Properties Voice Mail Version 41 00 24 22 Max Outcalling Channels 1 E
167. lbox 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 Contact Center Set Up and Operation Guide 74 Chapter 6 Setting up skillset mailboxes To record a Personalized skillset mailbox greeting 1 Press BeBe 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 e Press to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface e Press AGMIN or e Press GREET or e Go to step 4 Greeting options 4 Press REC or ft J REC CHOOSE CFWD j Greeting 5 Press PERS or B to record a Personalized greeting PRIME ALT PERS Greeting 6 Enter a Personalized greeting number of 1 2 or 3 RETRY DK Fh 7 Press CHNG or f CHHG DK Ph 8 Enter the phone number maximum 10 digits that you are RETRY Of assigning the Personalized mailbox greeting to Press OE or to accept the phone number Rec
168. les 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 Contact 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 NN40040 301 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
169. les of Contact Center configurations Night Routing Table Skillset 4 This routing table DOES NOT guarantee fax delivery 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 Ahr Day Start Time Night Start Time ihh mm 24 Hour hh mm 24 Hour Format Format Monday 0 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 24 Hour No Agents Skillset Mailbox 235 Insert Modify Delete Move End Insert Close NN40040 301 Chapter 17 Examples of Contact Center configurations 215 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
170. 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 Submit The Greeting step appears as step 1 in the Night Routing Table list 9 Click the Insert link for the End step The Routing Step page appears 10 Select the Disconnect option 11 Click Submit The Disconnect step appears as step 2 in the Night Routing Table list 12 Click Close to return to the Skillset List page NN40040 301 Chapter 10 Setting up Routing Tables 143 Changing a Routing Table You must disable a skillset before you can change its routing table For how to disable a skillset see Disabling a skillset on page 61 To Follow the procedure Insert steps Adding a Greeting step on page 131 Adding a Distribute for step on page 133 Adding a Goto step on page 134 Adding a Transfer step on page 134 Adding a Disconnect step on page 135 Review steps To review Routing Table steps on page 143 Modify steps To modify Routing Table steps on page 143 Delete steps To delete Routing Table steps on page 144 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 skills
171. lligent Caller Input Routing Basic or Advanced Disconnect Step parameters Contact Center Set Up and Operation Guide 238 Chapter 19 Contact Center Programming Record Caller Input Rules Rule table Length Fixed Variable Match string Action NN40040 301 Chapter 19 Contact Center Programming Record 239 Intelligent CLID DNIS Routing Type of call Line Multimedia Contact Center CLID ANI DNIS Action Contact Center Set Up and Operation Guide 240 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 NN40040 301 241 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 and 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 Prima
172. llset 1 wait 9 45 the skillset number and the longest 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 9 f0 Q The skillset display for skillset 1 appears On a one line display Ona two line display telephone To telephone press press 0 or GOTO enter the number of the skillset you want to monitor 2 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 NN40040 301 Chapter 14 Monitoring Contact Center call activity 173 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 JQ 0 Q Skill 1 Enabled 2 Press HEST to monitor skillset 1 aie NEST In this example skillset 1 is enabled and appears on the display
173. lose 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 OK 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 NN40040 301 Chapter 10 Setting up Routing Tables 129 To change an EWT Table 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 Submit 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 wai
174. m 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 81 e To reply to an internal caller CallPilot on page 81 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 caller s extension extension leave a message in the 1G to record and send a reply to the internal caller s caller s 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 Rerls to record and send a reply to the callers mailbox internal caller s mailbox NN40040 301 Chapter 6 Setting up skillset mailboxes 81 To reply to an internal caller Norstar Voice Mail 1 i new saved y 2 PLAY REC ADMIN End of message 3 REPLY ERASE NEXT Fer ls to msa 4 MSG CALL QUIT Press R 6J Follow the voice prompts or the display button options to open the skillset mailbox Press PLAY or 2 After you listen to the message press REPLY or 9 Pre
175. mation about the Feature Codes used by agents see 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 230 Agent Feature Codes For more information about Agent Feature Codes see the Contact Center Agent Guide For more information about Feature Codes used by supervisors see the Feature Codes used by Contact Center Administrator and Supervisors on page 35 Agents use this Feature Code Open Mailbox Ce Je access messages in a skillset mailbox Log on Log off Monitor skillsets Ce J 4 log on when they are in the office 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 see Primary and Secondary alert times on page 159 Supervisor Help requests help from a supervisor PJoje Activity Codes start a session where they can enter Activity Codes 9 0 For more information about Activity Codes see Activi
176. maximum capacities 226 password access 27 password creating 27 preventing call congestion 172 setting up general parameters 161 Contact Center Administrator resetting password 222 Contact Center Reporting properties 160 Control DN 48 63 225 skillset 48 Conventions guide 30 Copying a message 76 copyright 2 D Day mode skillset 112 Day of Week Service 17 Day Routing Table example 140 Default mode skillset 112 Delay Answer 49 Delay Answer feature 197 243 Deleted messages retrieving 78 Deleting agent 44 messages 77 79 Destination number character limit 90 92 99 for pagers 88 when CallPilot is behind PBX or Centrex 88 Destination pager number character limit 88 Destination Off premise Message Notification numbers 83 Determining Control DN 63 mailbox interface 31 Message Waiting Indication extension 63 skillset mailbox number 63 DID routing 52 Directory Company 64 Disabling a skillset 61 Display telephone entering characters 29 two line 28 Display Waiting Calls Feature Code 167 Dynamic agent priority 16 18 57 E Enable Caller ID 160 Enabling a skillset 61 225 Erasing messages 77 79 Expected Wait Time about 124 caption 127 132 greeting number 127 greeting step 132 greetings examples 125 setting up 124 table deleting 128 table setting up 126 wait time interval 127 F Feature 983 telephone administration 17 Feature Codes 33 Activity Codes 36 agent 36 Custom Feature C
177. me agents are assigned to e Number of agents in a skillset e Availability of agents for a skillset s calls NN40040 301 Chapter 10 Setting up Routing Tables 125 To set up EWT 1 Record EWT Greetings Refer to Recording EWT greetings on page 125 Set up the EWT Table Refer to To set up an EWT Table on page 126 Create a Greeting step that uses an EWT Table Refer to Adding a Greeting step on page 131 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 EWT greetings EWT greetings notify callers of their expected wait time in a skillset Refer to Recording a Contact Center greeting on page 104 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
178. minutes Prompted and Optional Activity Code logging You apply the Prompted 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 NN40040 301 Chapter 15 Activity Codes 187 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 tele
179. mit is 30 characters for the pager phone number and the pager message Press YES or if you want to set up another destination number or press NO or f 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 ff to change the message type to be notified only when the skillset mailbox receives an urgent message 10 Press to end the session NN40040 301 Chapter 7 Off premise Message Notification 91 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 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 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 i to set up Off premise Message Notification ACMIH SELECT Destination 4 Press PHOHE or 1 to choose a destination phone number PHOHE ExT PAGER Ph 5 Ente
180. mprised of the ID name and description separated by commas NN40040 301 Chapter 15 Activity Codes 193 Example of an Activity Code list created in Notepad 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 7 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 gt Sel rena E maaan aN ef oO saa 6a Bao AzA MI g E IEA eee Hig he eee A B C D E F G H al 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 g Italian Italian Language Support 10 Greek Greek Language Support 11 Norwegian Norwegian Language Support 12 Portuguese Portuguese Language Support Id bI New Activity Codes Sheet2 Sheet3 Ial E A Ready ea ERMES EE 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 Import Contact Center Set Up and Operation Guide 194 Chapter 15 Activity Codes The Importing Activity Codes dial
181. n 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 118 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 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 Send to Skillset Mailbox Overflow to Skillset Specify Transfer to Extension Transfer to Mailbox Transfer to External Outdial Method Line LinesPool Transfer to Auto Attendant None Greeting Table Select None for default 44 prompt Transfer to Operator 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
182. nable Voice Mail M Enable Group List Mv 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 Delivery Mailbox This item is used for the Centralized Voice Mail feature only Enable Redirect DN Enable Network Transfers Enable Bilingual oO Primary Language English North American Alternate Language Spanish North American Canadian Pronunciation for North American English only Directory Search By LastName Enable CallPilot User Interface x Name Prefix 11 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 e language designations for Automated Attendant greetings e voice prompt selections for callers who use the Automated Attendant e voice prompt selections for callers who transfer to mailbox greetings 5 Select a primary language from the Primary Language list box Prompting for the Automated Attendant and CCR Trees occurs in this language 6 Select an alternate language from the Alternate Language list box The alternate language cannot be the same as the primary language 7 Select the Canadian Pronunc
183. nal 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 BCM 1 In Element Manager set up a DID target line For information about setting up a DID target line see the BCM Administration Guide 2 In CallPilot Manager configure the target line number to be answered by Contact Center For information about configuring lines see Configuring lines on page 154 Setting up CLID DNIS Routing You can set up CLID DNIS Routing Tables 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 sa
184. ng 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 Submit The Distribute For step appears in the Routing Table list Contact Center Set Up and Operation Guide 134 Chapter 10 Setting up Routing Tables 9 Click Close to return to the Skillset list Adding a Goto step Goto steps send a caller to another step in the routing table 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 Submit The Goto step appears in the Routing Table list Click Close 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 t
185. ng 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 4 Click the Change link for the route you want to change The CLID DNIS Setup page appears for the route 5 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 NN40040 301 Chapter 5 Setting up skillsets 57 e 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 6 Click Submit To delete 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 4 Click the Delete link for the route you want to delete Th
186. ni 33 Te determing the Feature Codes cite ayc aie aah teenies 33 Topogram a memo GUTION ssiri area Erea E en AE iS 34 Setting up Contact Center agents 00 0c eee eee 39 Tt Bi A ION nene RARAN aa easement a Eba 40 Toadd mots anmone a00 eena 42 TO change agent imamai cass cdss tina taal ana andi eea area ieatind eases 43 WPS ATT AIST o ASN aoni 43 To dolls an agih eaii agartieey mateeani tania eaeg aera epee DaERA TERETE 44 TOORE ieee G8 errr rerr ereerrrr errr rer rere er renee er erent a 45 Seting Up SKNISONS ccc cede se deewds arinina nena ee E ces 47 TO Sel Up OF Shane a Bo a eee eg ties 50 TeSer We DID routino For BOCM sch ccaiiiecan cen s a aia 52 Toadd a CLIO DONIS ROWE sijaci caersasty n EAEEREN E EONTR EE 55 To change a COUDDNIS ROUS ss saccesaccetiansiveansassrnnivecenaaen sauna aioie secs iiosspeaatatea teuna sions as aids 56 Te velets a CUD OBS ROWE isinisisi iee N a R 57 Toassigi anagem tO askillSGl iisisiiiiianiki di 58 To change an agents priority iN SKINGOL siissccscssesevensccseessanscsessarenseesseneestcess veaveceiiees 59 To unassign a agent from a CHRON cic cccnssccicuninasceanpindsaseacpanasinaationnieas spas ieseapmnasneeiens 60 Toviow agens Mo Ski lesco 60 Ton bea E heana a 61 To dicas 5 NBG atacan RSS 61 To GCG a SINS SE usanne e EES 62 Setting up skillset mailboxes uannannnnnnnnnnnnnnnnnnnnnn 63 To determine a skillset s mailbox number and Message Waiting Indication telephone 64 To Withelize asoma ni aa
187. nsert 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 iii j 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 J 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 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 e Number of higher priority calls ahead of the caller in all the skillsets that the sa
188. nt Monitor heading From the Monitoring 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 NN40040 301 Chapter 14 Monitoring Contact Center call activity 169 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
189. ntact 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 OK The programming for the skillset is removed from the Skillset List page NN40040 301 63 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 settings 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 see Determining a skillset mailbox number on page 63 initialize the skillset mailbox record the skillset mailbox greetings You can use the table Skillset mailboxes on page 236 to record the skillset mailboxes you set up Determining
190. nter 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 232 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 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 r
191. 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 the System Administrator must set up a CCR Tree before you can select it For information about setting up a CCR Tree see the CallPilot Manager Set Up and Operation Guide 10 Click Submit 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 120 Chapter 9 Setting up Intelligent Routing To move an Intelligent Overflow rule Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears 4 Click the Overflow link for the skillset that has the
192. o log on to appears on the display The skillsets 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 9 6 After you press L OJEJ Contact Center does not route calls to you Press OK to accept the skillset shown or press HEXT or PREM to find the skillset you want to monitor Enter the Agent ID of the agent you want to monitor and press OK Invalid Agent 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
193. o print the report click Print 5 When you are finished printing or viewing the report click Close Contact Center Set Up and Operation Guide 166 Chapter 13 Setting up Contact Center general properties NN40040 301 167 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 e Monitoring skillsets on page 172 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 e Monitor agent calls 9 0 6 NOTE To use 2 0 6 you must program it to a memory button and press the B 0 6 memory button to monitor agent calls To program a memory button see 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 t
194. o 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 e selects the Day service mode e sets the timer to 2 minutes and 30 seconds e selects the 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 e 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 116 Chapter
195. odes 36 descriptions 35 36 Display Waiting Calls 35 36 159 167 173 NN40040 301 Index 249 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 130 198 Formula for waiting calls 199 Forwarding a message 79 G General Contact Center parameters 161 Greeting caption 107 108 132 exporting 108 importing 107 recording 109 Greetings contact center examples 103 Forced Play 130 Greeting parameters in Routing Table 130 Greeting step in Routing Table 129 recording 104 Routing Table parameters 198 types 103 Greetings skillset mailbox example 69 73 H Highest priority call 198 Hours operation for a skillset 137 Routing Tables 123 Hunt groups 224 Indicators Message Waiting 35 48 51 64 163 Primary 230 Primary alert time 159 Secondary 230 Secondary alert time 159 Initializing a skillset mailbox 64 Intelligent Caller Input Routing Advanced 18 111 Basic 18 111 Intelligent CLID DNIS Routing 18 111 Intelligent Overflow 17 112 Intelligent Routing 18 using with CCR 18 111 Internal messages replying to 80 K Keycodes 26 L Language preference 49 Language changing availability 157 Least Busy method of call distribution 245 Lines assigned to be answered by skillset 47 configuring 153 loadin
196. og box appears NORTEL Importing Activity Codes Load Activity Code From Browse 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 Browse 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 Submit 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 Yes 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 NN40040 301 Chapter 15 Activity Codes 195 Assigning Activity Code settings to agents and skillsets
197. on page 214 NN40040 301 Chapter 17 Examples of Contact Center configurations 203 General Configuration 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
198. one Set Connect To unspecified Changes to the recording are applied ONLY when the SAVE button is pressed BEFORE hanging up Import 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 see your telephony System Administrator 5 Click Dial The telephone rings Pick up the handset Do not use Handsfree Click Record After the tone record your greeting After you finish recording click Stop NN40040 301 Chapter 8 Recording Contact Center greetings 107 8 To listen to the recording click Play or to save the recording click Save The recording replaces a previously recorded greeting 9 Click Close 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 sever
199. onitor calls that agents answer from the set they are logged on to For more information about using Answer DNs with Contact Center see the BCM Networking Configuration Guide 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 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 Contact Center Set Up and Operation Guide 224 Chapter 18 Troubleshooting Contact Center 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 in
200. ontact Center Set Up and Operation Guide 242 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 you 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
201. or Help if they are not logged in not ready idle 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 161 Supervisor Help settings Supervisor Help Request Timeout on page 160 Selection Method Supervisor Help From on page 160 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 2 0 6 or the F906 memory button on your telephone 2 The display shows the ID of the agent who is requesting help
202. ord Greeting 9 Lift your handset RETRY DK At the tone record your greeting Press OK or to end the recording Accert greeting 10 Press OK or to accept the greeting RETR PLAY Ok or press PLAY orfi to listen to the greeting or press RETRY or to re record the greeting 11 Press to end the session Deleting a Personalized skillset mailbox greeting If you no longer need a Personalized mailbox greeting you can delete it NN40040 301 Chapter 6 Setting up skillset mailboxes 75 To delete a Personalized mailbox greeting Greeting options REC CHOOSE CFWD Greeting PRIME ALT FERS Greeting RETR Ok PRE KARAS CHHG DEL OK 1 2 Press RJB Follow the voice prompts or the display button options on your telephone to open the skillset mailbox If you use the CallPilot interface Press to open the Greetings Options menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or Press GREET or Go to step 3 Press REC or fi Press FERS or to choose a Personalized mailbox greeting Enter the Personalized greeting number 1 2 or 3 that you want to delete Press DEL or to delete the greeting Press 4 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
203. ou press After four presses the volume returns to the lowest level Contact Center Set Up and Operation Guide 78 Chapter 6 Setting up skillset mailboxes 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 see Retrieving erased messages on page 79 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 see Replying to an external caller on page 81 To play skillset mailbox messages CallPilot Use this procedure if you use the CallPilot interface Ho messages MEO COMP EX i 1 Press C JQ9 8 f J Follow the voice prompts or the display button options to open the skillset mailbox A voice prompt announces the number of new and saved messages that you have 2 You can play any message that you want to listen to Press 2 to play the current message For other message commands see the table Playing skillset mailbox messages CallPilot 3 Press to end the session
204. ou 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 line 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 information about setting up a CCR Tree see the CallPilot Manager Set Up and Operation Guide 7 Click Submit The Transfer step appears in the Routing Table list 8 Click Close 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 136 Cha
205. ourier 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 guide refers to the following additional documents CallPilot Manager Set Up and Operation Guide NN40090 300 CallPilot Telephone Administration Guide NN40090 500 NN40040 301 Chapter 1 Getting started 23 CallPilot Contact Center Telephone Administration Guide NN40040 600 Contact Center Agent Guide NN40040 101 Contact Center Supervisor Guide NN40040 102 Keycode Installation Guide NN40010 301 Reporting for Contact Center Setup and Operations Guide NN40040 602 How to get Help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site http www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to e download software documentation and product bulletins e search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues e sign up for automatic notification of new software and documentation for Nort
206. p and Operation Guide 210 Chapter 17 Examples of Contact Center configurations Service Mode NORTEL Main Logout Help Skillset Service Mode Skillset 2 Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format Monday M 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 NN40040 301 Chapter 17 Examples of Contact Center configurations 211 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 BAT Greeting 1 Normal Transfer Distribute For 00 50 Greeting 13 Normal No Transfer Distribute For 01 20 Greeting 7 Normal
207. pany 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 NN40040 301 Chapter 8 Recording Contact Center greetings 109 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 Encoding link The File Download dialog box appears 6 Click Save this file to disk and Click OK The Save As dialog box appears 7 From the Save in list box navigate to where you want to save the file and click Save Contact Center Set Up and Operation Guide 110 Chapter 8 Recording Contact Center greetings NN40040 301 111 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 rou
208. phone at the end of 10 minutes the call Because the agent does not enter an Activity 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 188 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
209. plays 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 e Number only displays the caller s number for 3 seconds and then the skillset name e None displays the skillset name 13 Click Submit 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 e Missed call e Activity Code Entry Type NN40040 301 Chapter 13 Setting up Contact Center general properties 163 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
210. ple agents the agents have the default agent name and parameters You can use the table Contact Center agents on page 234 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 Oo Missed Call z Option Make Not Ready Retum To Skilset 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 Agent 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 NN40040 301 Chapter 4 Setting up Contact Center agents 43 11 Click Submit 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 n
211. 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 e 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 e 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 e transfer to a CCR Tree e 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 manually NN40040 301 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 hav
212. pter 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 4 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 5 Click the Insert link for a step in the routing table The disconnect step is added before this step To add the disconnect 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 Submit The Disconnect step appears in the Routing Table list 8 Click Close to return to the Skillset List page NN40040 301 Chapter 10 Setting up Routing Tables 137 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
213. r or press RETR or to re enter the number Press HEAT 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 98 Chapter 7 Off premise Message Notification CHHG HEST Startitstart time 9 Stor stor timer CHHG HEXT 0 Press CHNG or 1 Press CHHG or 1 to change the start time or press HEST or to accept the start time to change the stop time or press HEST or to accept the stop time Msg tarpeineen 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 J Meo notifs 12 Press to end the session AGM IH SELECT To change the destination from phone or extension to pager 1 2 Meg notify 3 ACMI SELECT Motif ice CHHG HET Destination 5 PHOWE ExT PHGER Press Q e 1 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 e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Pres
214. r 14 Monitoring Contact Center call activity 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 OJ 6 feature 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 2 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 e Q J 0 6 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 about programming a memory button see 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 t
215. r 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 Administrator 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 e rule 5709 Customers with desktop computers have a personal identification number that begins with 5709 e rule 6709 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 a match for 47097 sends callers to skillset 1 servers and changes the call priority to 1 e a match for 5709 sends callers to skillset 2 desktops and changes the call priority to 1 e a match for 6709 sends callers to skillset 3 laptops and changes the call
216. r the destination phone number and press DKE or The peli Of destination phone number cannot be longer than 30 digits ax 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 Starti hhmm 7 Enter the start time for Off premise Message Notification This is a RETN Hk four digit field Any single digit hour and minute must be preceded by a zero start timet 8 Press AM or RETRY AM PM a PM or 2 Contact Center Set Up and Operation Guide 92 Chapter 7 Off premise Message Notification start timer RETR 9 Press OK or to accept the start time OF Stor hhmm RETR ry stor timet RETRY AM pr stor timet RETR Ok More dest YES NO J Hotifazi none SETUP MEST Destination PHOHE ExT PAGER Pager RETR Ok THRHR ADD Ok Show gt CHHG HET HotifyZ rager CHHG OTHE HEST Hotify 32 none SETUP HET 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 OE or to accept the stop time Press YES or to set up another destination number Press SETUF to set up another d
217. ration 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 data c In Set Port Details select a Port DN and make sure the Device Type and State are both Unequipped If the Device Type
218. rd characters and in the match string e matches any single digit e matches zero or more digits When you use the wildcard character e it can appear only once in a match string 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 1111 Matches all account numbers 111100 to 111199 HHHHHHHH Matches a credit card number with the correct number of digits Matches all valid input greater than 1 character NN40040 301 Chapter 11 Creating Caller Input Rules 149 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 thei
219. re are no more escalated requests or No help 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 9 0 6 jor the F906 memory button on your telephone Help aa 2 The display shows the ID and name of the agent requesting help eS Ng Press YES 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 NN40040 301 Chapter 14 Monitoring Contact Center call activity 179 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 180 Chapter 14 Monitoring Contact Center call activity NN40040 301 181 Chapter 15 Activity Codes Agents use Activity Codes to allocate the time they spend on calls to one or more activities Contact Center stor
220. re 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 NN40040 301 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 agents 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 about enabling a keycode see Enabling keycodes on page 26 For more information about Contact Center agents see 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
221. re the company s less experienced sales agents The Contact Center Administrator e selects the Day service mode e sets the timer to 2 minutes and 30 seconds e 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 NN40040 301 Chapter 9 Setting up Intelligent Routing 117 Example 8 In this example calls to the contact center are answered by skillset 1 the company 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 e selects the Day service mode e 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 e 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 f not answered withi
222. recorded with the Activity Code entered The start time is either when 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 184 e System Activity Codes See System Activity Codes on page 185 Contact Center Set Up
223. red help request system wide to all Contact Center supervisors 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 NN40040 301 Chapter 13 Setting up Contact Center general properties 161 e 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 e 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 see General Contact Center properties on page 159 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 mmss O Secondary Alert 00 00 mm ss 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 En
224. reetings 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 The attendant extension is the extension used if a caller requests to talk to the operator 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 Prompt Language can be either Primary or Alternate The Prompt language is the language choice used for prompting callers who transfer to the Automated Attendant or CCR Prompt Language appears only on a system that is configured as bilingual
225. ress 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 100 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 lithe DEL IHS QUIT Hotiful x gt CHHG OTHE HEST Med notify 7 ADMIN SELECT 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 e 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 OTHR if you want to delete the first destination or press HET 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 Pr
226. rface 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 see 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 Primary 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
227. ribution 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 see Dynamic Agent Priority on page 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 see Not Ready on page 35 The Break Time period can last from 00 00 to 59 59 The Break Time default 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 NN40040 301 Chapter 5 Setting up skillsets 49 Delay Answer Delay Answer is a toll saving feature that prevents Contact Center from answering calls and playing g
228. riority 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 Intelligent 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
229. ription for the Activity Code for example Calgary sales dept Ist tier The description can be a maximum of 50 alphanumeric characters long Click Submit The new Activity Code appears in the Activity Codes table Contact Center Set Up and Operation Guide 192 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 Submit 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 co
230. routing that moves the call to another skillset with a higher priority 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 Q to leave a message in the skillset mailbox Ensure that the greeting includes that callers can press Q to leave a message in a mailbox P 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 Mo
231. rs with CallPilot and Contact Center rights in Element Manager You can also change the users passwords in Element Manager Contact Center Set Up and Operation Guide 28 Chapter 2 About setting up Contact Center 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 about Contact Center access rights see the BCM 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 CLIDDNIS Routing Table Expected Wait Time Table Activity Codes Customize MMCC Files Reports 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 Display command line Skillset 1 Enabled Display button options SKILL HEXT
232. rties 230 Record agent ID agent name supervisor status and skillset for each agent Contact Center agents 234 Record Control DN skillset name MWI ext Method Break Time and Delay Answer time limit Contact Center skillsets 231 Record greeting numbers and information about them Contact Center Greetings 231 Record the Intelligent Overflow Routing parameters for each Intelligent Overflow skillset Routing 233 Record agents assigned to the skillsets Skillset assignments 235 Record the skillset mailbox name skillset mailbox number MWI extension and skillset mailbox password Skillset mailboxes 236 Record the type of step and step parameters for Day and Night Routing Tables Routing Tables 237 Record Caller Input Rules Caller Input Rules 238 Intelligent CLID DNIS Record CLID DNIS Routing Routing 239 Record Line Answering details Line answering 240 Note Make copies of these pages as required Contact Center Set Up and Operation Guide 230 Chapter 19 Contact Center Programming Record Feature Codes Feature code name Dialpad buttons Custom Feature Code Display Waiting Calls e Je OJ a ne Open Mailbox eJejejJu Leji _ __ Log on Log off Le i9 0 4 Lejio _ Ss _ Not Ready Le i9 0J 8 LeJ oo _ Voicemail DN Le J 8 6 eJ Bb _ Op
233. 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 5 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 No Agents Skillset Mailbox 232 Here 2 Day No Agents Move to Skillset 3 Cancel End 6 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 7 Click Close To modify an Intelligent Overflow Rule Start CallPilot Manager Click the Contact Center heading Click the Skillset List link The Skillset List page appears 4 Ifthe Skillset is Enabled click the Disable link Click OK to confirm NN40040 301 Chapter 9 Setting up Intelligent Routing 121 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 Submit The modified rule appears in the Overflow Rule Table page Click the Enable link Click OK to confirm 10 Click Close To delete an Intelligent Overflow Rule 1 Start CallPilot Manager Click the Contact Center heading Cl
234. ry 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 Cail 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 After 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 C
235. s La E PLAY REE POMI For other options see the table Playing skillset mailbox messages Norstar Voice Mail on page 76 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 v it lt lt lt Copy Sends a copy of the message to one or more mailboxes or If you record an introduction it must be longer than three seconds COPY End of Goes to the end of the message Message Gr Jf gt gt gt gt gt gt NN40040 301 Chapter 6 Setting up skillset mailboxes 77 Playing skillset mailbox messages Norstar Voice Mail Option Button Available Available Description while after playing playing Envelope Plays the information in the message envelope Envelope s 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 r s s are playing deletes the last message played Deleted messages remain in the skillset mailbox until the session EFASE ends Refer to Notes 1 and 2 on page
236. s AD IH 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 lt x gt represents the type of destination phone or extension Press PAGER or to choose a pager number destination NN40040 301 Chapter 7 Off premise Message Notification 99 Pager 6 RETRY OE ox 7 ACE Ok Shows CHHG HEXT Motifs pager CHHG HEXT More dest 10 VES HO Med tyre new 11 CHHG Ok H3 notify 12 ACMI SELECT 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 add characters After you add special characters press OK or f Press HE T or to accept the default pager message represented by lt xxxx gt 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 CHNG 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 HEST or to continue Press YES if you want to set up another destination number or p
237. s 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 see Control DN on page 48 Problems changing skillset properties If you cannot change a skillset s properties there are two possible reasons e The Contact Center skillset is enabled You must disable the Contact Center skillset before you can change the skillset properties e The skillset mailbox has the wrong extension number Refer to Determining a skillset mailbox number on page 63 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 To change a skillset mailbox CDN 1 Start CallPilot Manager 2 Click the Mailbox Administration heading The Mailbox
238. s HEXT CHHG HEST J Business openi H 4 Press HEYT CHHG HEST J Answer lines H 5 Press CHHG CHHG HEST If you set Answer Lines 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 154 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 A
239. s 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 NN40040 301 Chapter 7 Off premise Message Notification 85 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 if 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 see the section on Changing Off premise Message Notification on page 93 To set up Off premise Message Notification to see a phone number page 85 an extension page 87 a pager page 89 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
240. set 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 114 Chapter 9 Setting up Intelligent Routing e 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 skillset 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 log
241. ss 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 P 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 see Assigning an outdial method to a skillset mailbox on page 84 Before you 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 82 Chapter 6 Setting up skillset mailboxes To reply to an external caller Norstar Voice Mail 1 Press Q e fj Follow the voice prompts or the display button options to open the skillset mailbox l new B saved 2 Press PLAY or 2 PLA REC ADMIN End of Messe 3 After you listen to the message press REPLY or P REFL ERASE NEAT CallPilot dials the external number directly To reply to an external caller CallPilot 1 Press BJB Follow the voice prompts or the display button options to open the skillset mailbox
242. ss 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 68 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 AD IH or e Press FSWD or e Go to step 4 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 RETRY OK 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
243. st 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 OK A message appears that says the agent is logged off 6 Click OK 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 Contact Center Set Up and Operation Guide 46 Chapter 4 Setting up Contact Center agents NN40040 301 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 Contact 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 see Contact Center Update on page 15 You cannot change the properties of a skillset while it is in use For more information see Skillset properties on page 48 and Configuring lines on page 154 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 see Line administration on page 153 A receptionist agent or subscriber receives a call and transfers the call to a skillset They can transfer the
244. 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 particular option 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 About telephone buttons This table shows the Business Series Terminal buttons Use the buttons that pertain to the type of telephone you use Button name T7100 T7208 T7316 M7100 M7208 M7310 M7324 M7100N M7208N M7310N M7324N Feature Feature Fx Handsfree Bottom right hand Handsfree Handsfree button Mue Hold eS Hold es Volume Control el gt m4 X NN40040 301 Chapter 2 About setting up Contact Center 31 Release EoD T 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
245. t Click the Delete link for the step you want to delete A message appears that asks you to confirm the deletion Click OK The step is deleted from the Routing Table list Click Close to return to the Skillset List page sss NN40040 301 145 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 149 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 If you have a personal identification number please enter it now followed by the key To create a Call
246. t 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 to 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 130 Chapter 10 Setting up Routing Tables Transfer A Transfer step can transfer calls to e anextension e amailbox e an external 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 ro
247. tact Center Telephone Administration Guide for more information Using CallPilot Manager to set up Contact Center CallPilot Manager operates on your Business Communications Manager BCM system You access CallPilot Manager on a web browser from a computer on your network System requirements Before you use CallPilot Manager you must enable CallPilot and Contact Center on your BCM You enable CallPilot and Contact with a keycode To enable keycodes see Enabling keycodes on page 26 Computer requirements The computer you use to run CallPilot Manager must have e Windows 2000 or later with P133 or later CPU or compatible e 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 Ifyou 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 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 Check for newer
248. te a destination TROD ss icasvictdinestisdn ces tbsdacdces baad aanieiadadasiiiadaiecateidasdaeiindadteale 100 Toadd a destinaton CUMIN scecscouiiater tare aetna neta Ae 101 To turn Off premise Message Notification On OF Off ccceeeeeeeeeeeeeeeeeeeeeeeeaeeeeeaeeees 102 Recording Contact Center greetings 0 eeee cece eee ees 103 To record a Contact Center greeting jicccdsiinsi tenia iets ieee 105 To import a previously recorded greeting sisascccsiesdsnnccnisadiasseiaasdaeitadesacanteancdietiaanndale 107 To export a previously recorded greeting s ssssssssssrrresssrrnassernnassrnnnentnannasnnnnannnnna 109 Setting up Intelligent Routing 200 e eee eee eee 111 To assign Inteligent Overflow ROUTING cccsceuccssccccessavecseessccsereessccatereesianeetescacanecemndseeeee 117 Te move an Intelligent Overflow rul cciesc cccieeecccteveevciens cast nininini seeiis 120 To modify an Intelligent Overflow Rule wisi cesciscsiscecessniasascsnesadioueasbedssanberniacsnssensedyacernte 120 Setting up Routing Tables 00 cece eee eee eee 123 Tose EW sas cicivosrestctensnas vases cece snccanererscocsngressdaesonesstclangrens deragmaseccnenares T 125 TOSUP An EN GRE e anea 126 Todoke en ENT TAE eana a eens 128 Tonea ENT TI eels eet ei 129 Toadd a Gresing casters pecctrsses renn an AENEAN ETEEN EREE AENT 131 Toode DTD OD O hea 133 Tord a GAP E nanan e a meer yernr mere ty Mer 134 Wo Aol ot TN I SUR atascc isi een ei eee 1
249. ter your Agent ID number and press OK 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 ADMIH Enter a new password from four to eight digits long and press OK Enter your new password again and press OE Press N Oo Of Ff 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 176 Chapte
250. th 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 e selects 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 Whena 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 skill
251. 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 70 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 gt 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 AD IH or e Press GREET or e Go to step 4 Greeting options 4 Press REC or 1 J REC CHOOSE CFWD Greeting 5 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 YES 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 RETRY or to rerecord the greeting 10 Press
252. 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 NN40040 301 Chapter 6 Setting up skillset mailboxes 69 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 OK 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 greeting 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 inte
253. 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 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
254. time a caller can be onhold 044 199 Tips to improve the efficiency of Contact Center 00000 eee eee 200 ACUI Ne ON sags E Sessa Wc Scanner a BR a RTS Rinks cee Se ena nh ah pm Se T 200 Chapter 17 Examples of Contact Center configurationS 000 e0eees 201 Contact Center with Reporting 4c 2sesseecnan ees eudie aebe a eee ee ee ee RaeS 201 General Configuration couse cakiucencsee imina oebie de rea waded wed 203 General Properes 2cicarcceakeagdesk Goes cease eoeReenads eRe Eska 204 Calor MPU RULE Jotedcctaiavera viaden desiree a des oanadesedeas teed 204 Expected Wal TINE 4 waiciads ch cat tdas alg wR aida oheteak ecw O EPAD 205 ACU COJE cocce reese gee eae ee eae oe ARE SEES oe HET E dae E eek eew ss 205 WIS tee os aes See ah shies poe ee eke Sood 44 ae eee eR ees 205 SEO 2cccacendaanneucrumimpegualetnere beget eR ee nat EFAA 206 OMNES conc tane seein Gene peesee etre neta sevatseeesanesaneecente 208 pp ara ee Tac Ang a th tone cig eds Be aac og cree nae see ak on alone 211 SEO 34 abana aoRer sce PeuSGnateteneen sedan dase soem e bene nes 213 Multimedia Contact Center 2 062654 60 5 65040 bebe ee we ee benuecetecdeeeeed 215 General properes isic ocak eee ew Ves a nake i i we de Ei 215 ACU CONES siricroriciri ri deiink kipin beanedateorers iia 216 a a6 ca HEA E E E E E E ERAS SERS 217 Peel E PE E A a E A E E AAS E T A TT A217 Chapter 18 Troubleshooting Contact Center 0c e eee eee eee 221 Resetting
255. ting is applied when the call first enters the Contact Center for information about CLID DNIS routing see 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 extensions 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 mail
256. tion Guide 56 Chapter 5 Setting up skillsets 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 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 or an asterisk If you do not select the Multimedia Calls check box you must enter either a Line CLID ANI or DNIS 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 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 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 Submit Changing a CLID DNIS Route You can change the type of routi
257. 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 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 aContact Center greeting is played to a caller Off premise Message Notification notifies you of a message in a skillset mailbox NN40040 301 Chapter 16 Tips for operating Contact Center 199 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 Wait Time maximum calls voice channels 1 x maximum greeting length where 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
258. to end the session NN40040 301 Chapter 6 Setting up skillset mailboxes 71 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 e 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 fast forward the message they hear a voice prompt that says this is a special greeting e ifacaller 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 72 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 gt 2 The skillset mailbox name appears briefly 3 If you use the CallPilot interface
259. tor conference bridges 171 conference calls 171 IP telephones 171 ISDN sets 171 on hold calls 171 transferred calls 171 Skillset 24 Hour Service mode 112 about 47 assigning agents 58 assigning hours of operation 137 Break Time 48 Control DNs 48 Day mode 112 default mode 112 Delay Answer 49 disabling 61 DNs 48 enabling 61 225 how calls are received 47 how lines are answered 47 language preference 49 maximum greeting length 199 Message Waiting Indication extension 48 Method of Call Distribution 48 MWIDN 48 name 48 246 night mode 112 problems changing general parameters 225 problems enabling 225 properties 48 Service Mode 112 setting up 47 start and end times 17 unconfiguring 62 Contact Center Set Up and Operation Guide 252 Index viewing agents in 60 Skillset mailbox about 63 changing password 67 checking for messages 75 Class of Service 63 determining MWI extension 35 determining number 35 greeting example 69 73 initializing 64 leaving a message in 198 200 listening to messages 75 Message Waiting Indication extension 63 messages 75 messages waiting 245 number 48 63 opening 66 opening remotely 66 password 64 67 password changing 67 resetting password 68 retrieving messages 76 tips 198 200 Skillset parameters Control Directory Number CDN 48 Delay answer 243 Message Waiting Indication extension 245 Method of Call Distribution 245 setting up 50 Skillset name 246 Skillset attendant extens
260. ty Codes on page 181 Not Ready 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 If an 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 the Not Ready Feature Code to continue to receive calls Display Waiting Calls eJoJe Agents who answer calls only during peak call periods can use Display Waiting Calls to see which skillsets have the most call activity 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 see Primary and Secondary alert times on page 159 NN40040 301 Chapter 3 Using Feature Codes 37 Note While you are using a feature if you press the Feature button your present featu
261. 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 148 Chapter 11 Creating Caller Input Rules if you select Line or Pool in the Line Pool box type the line or line pool number used 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 if you want to transfer the call to the operator select Transfer to Operator 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 information about setting up a CCR Tree see the CallPilot Manager Set Up and Operation Guide 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 11 Click Submit 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 Close to return to the Caller Input Rules Tables page Using wildcard characters You can use the wildca
262. u to the skillset mailbox number using e BJ6J e After you reach the skillset mailbox press during the greeting to open the skillset mailbox If you are in Europe or Australia press l e At the voice prompt enter the skillset mailbox number and password and press Follow the voice prompts To open a skillset mailbox directly from an outside telephone Follow either procedure to open a skillset mailbox remotely 1 Calla 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 personal 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 236 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 acce
263. u use a dedicated firewall proxy server enter its external IP address For more information see the BCM Networking 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 gt 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 see Supervisor Help on page 175 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 see Supervisor Help on page 175 All skillsets sends an unanswe
264. umber e Ifthe agent wants to send the call to a skillset the agent can enter the Transfer Feature Code C _J 7 0 and enter the CDN of a skillset to send the call to a skillset e 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 Q 8 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 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 Agents can use Call Forward to the voicemail DN 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 m
265. umber of agents added 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 the properties that you want to change for the agent Click Submit 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 1 Log on to CallPilot Manager 2 Click the Contact Center heading Contact Center Set Up and Operation Guide 44 Chapter 4 Setting up Contact Center agents 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 OK A message appears that the agent
266. utes 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 NN40040 301 Chapter 8 Recording Contact Center greetings 105 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 Properties Not Recorded Greetings Not Recorded salen Tut Pade Not Recorded CLIDJONIS 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 4 2 3 4 5 6 7 8 9 Contact Center Set Up and Operation Guide 106 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 Ph
267. uting table For more information see Fax Detection on page 123 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 Forced 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 see Routing Table administration on page 198 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 NN40040 301 Chapter 10 Setting up Routing Tables 131 Intelligent Caller Input Routing Advanced Intelligent Caller Input Routing
268. uto Attendant heading The Lines Administration page appears Lines Administration Line Answer Mode Table Skillset Rings Command 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 WO HWY WHYHowon 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 ow Submit Cancel NN40040 301 Chapter 12 Line administration 155 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 Submit To configure several lines NOAOA 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 fi Number of Rings o he Submit Cancel In the From box type the number of the first line to add In the To box type the number of the
269. ximum lines configured for Contact Center 30 Voice ports shared with CallPilot or dedicated Minimum 2 default 10 maximum 10 Routing tables per skillset 2 Greetings 50 Maximum time per greeting 30 mins Maximum time for all greetings 1500 mins Steps per routing table 20 Overflow rules per skillset 20 Skillset mailboxes Default 0 Maximum 30 Supervisor functionality including call monitoring Silent monitor Supervisor Help Available with Silent Monitor Contact Center Administrator or supervisor access to Contact Center administration Maximum simultaneous monitoring sessions 6 Caller Input Tables 30 Basic Intelligent Caller Input Routing the ability to route a call to an Operator Auto Attendant skillset Available mailbox or CCR Tree Advanced Intelligent Caller Input Routing the ability to route a call based on multidigit fixed or variable Available strings Delegated Contact Center Administration the System Administrator can create a password to give a Available NN40040 301 Chapter 1 Getting started 17 Features Intelligent Contact Center for BCM50 2 0 Intelligent Overflow Routing rules you create to overflow change the priority of and move calls to multiple skillsets a skillset mailbox an internal or Available external number a mailbox the Auto Attendant or an operator Intelligent CLID DNIS Routing 1000 rules
270. y alert times see Primary and Secondary alert times on page 159 Contact Center Set Up and Operation Guide 174 Chapter 14 Monitoring Contact Center call activity Taking some Not Ready time If you use L 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 eJOJBJ For information about programming a memory button see 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 8 Make Hot Fead appears on the display If you press P 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 P

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