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Avaya Call Center User's Manual

1. To reply to an internal caller Norstar Voice Mail 1 Press Qj 1 Follow the voice prompts or the display button options to open the skillset mailbox i new saved 2 Press PLAY or 2 J PLAY REC ALMIH J End of message 3 After you listen to the message press REFL or P REPLY ERASE HEAT Rerly to mea 4 Press CALL or to call the caller MSG CALL QUIT or press MSG or to record and send a reply Nortel Networks Call Center Set Up and Operation Guide 78 Chapter 6 Setting up skillset mailboxes To reply to an internal caller CallPilot 1 Press JQ ff Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 A mailbox summary is announced While you are in your message list you can play any message 3 Press to play the current message 4 Press Q to call the caller or press to record and send a reply P0605665 02 Chapter 6 Setting up skillset mailboxes 79 Replying to an external caller You can reply to an external caller if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it For information about outdial method refer to Assigning an outdial method to a skillset mailbox on page 82 Before you use the Reply option you must play the message Use the procedure that applies to the interface you use To reply to an external caller Norstar Vo
2. P0605665 02 171 Chapter 14 Monitoring Call Center call activity Monitoring call activity There are two ways that you can monitor call activity at your call center e Monitoring agent calls with Silent Monitor on page 171 e Monitoring skillsets on page 176 You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring e Display calls waiting in skillsets e JOJEJ e Monitor agent calls Q fo 6 NOTE To use R OJEJ you must program it to a memory button and press the e J e 0 6 memory button to monitor agent calls For how to program a memory button refer to Programming a memory button with a Feature Code on page 28 For information about monitoring capacities refer to A comparison of Basic and Professional Call Center on page 13 Monitoring agent calls with Silent Monitor Note If you use a CallPilot platform you can monitor calls using Q 0 G Jbut Silent Monitor is not available You monitor calls as a Silent Monitor when you monitor calls 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 th
3. Nortel Networks Call Center Set Up and Operation Guide 30 Chapter 3 Using Feature Codes Feature Codes used by Call Center agents If you have Custom Feature Codes record them in the table Feature Codes on page 196 Agent Feature Codes For more information on Agent Feature Codes refer to the Nortel Networks Call Center Agent Guide For more information on Feature Codes used by supervisors refer to the Feature Codes used by Call Center Administrator and Supervisors on page 29 Agents use this Feature Code To Open Mailbox Po access messages in a skillset mailbox Log on Log off Monitor skillsets log on when they are in the office view the status of the skillsets they are logged on to Agents can E program a memory button with the Log on Log off Feature Code The a 0 status of the calls waiting in the skillset is shown by the flash rate of the indicator For more information refer to Primary and Secondary alert times on page 165 Not Ready e activate or cancel the Not Ready feature on their telephone If the e 0 work resulting from a call requires extra time to complete an agent can use the Not Ready Feature Code to prevent Call 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 Co
4. Note The CLID routing table can support 1000 rules gt Each rule can be a number or a range such as 416 Nortel Networks Call Center Set Up and Operation Guide 48 Chapter 5 Setting up skillsets Adding a CLID DNIS Route 1 Start CallPilot Manager Click the Call 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 Priority 1 Insert Change Delete 4053 Skillset 3 Insert Change Delete Voice Button Skillset 2 Insert Change Delete Voice Button 4033 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 Voice Button Action Move to Skillset 1 Change Call Priority Only New Call Priority No Change v Submit Cancel 5 Set the method to identify the call If you want to create a rule based on the line a call comes in on in the Line box enter the line number If you want to create a CLID or ANI rule in the CLID ANI box type the CLID or ANI number you want to assign this routing to The CLID or ANI number identifies the caller or the location the call was made from If you want to create a DNIS rule in the DNIS box type the DNIS number you want to assign to this route The DNIS number identifies the number the call is made to If you want to create a rule for CLID
5. To choose a Primary or Alternate skillset mailbox greeting 1 Skillset name gt 2 3 REC CHOOSE CFWC Greeting options 4 Use 3reeting i PRIME ALT QUIT Press JEJ 8 0 Follow the voice prompts or the display button options on your telephone to open the skillset mailbox The skillset mailbox name appears briefly 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 ADMIH or e Press GREET or e Go to step 4 Press CHOOSE or to select a greeting Press PRIME or to select the Primary mailbox greeting and go to step 7 or press ALT or to select the Alternate mailbox greeting and go to step 6 P0605665 02 Chapter 6 Setting up skillset mailboxes 69 Accert msgsiY I 6 Ifyou choose the Alternate mailbox greeting you are asked Eate gr whether the mailbox can accept messages Press CHHG or to toggle from yes to no or press OK or to accept 7 Press 48 to end the session Nortel Networks Call Center Set Up and Operation Guide 70 Chapter 6 Setting up skillset mailboxes Recording a Personalized skillset mailbox greeting If your call 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 Call Center to recognize a specific telephone number The
6. 3 Click the Change link for the skillset mailbox The page for the skillset mailbox appears In the Extension box type the CDN of the skillset Click the Submit button Problems viewing skillset settings If you use Netscape Communicator version 4 77 and not all the Call 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 Nortel Networks Call Center Set Up and Operation Guide 194 Chapter 16 Troubleshooting Call Center Call processing problems To achieve the most efficient use of your call center make sure you operate Call Center within its maximum limits If you overload Call Center slow or unpredictable call processing times can occur The Call Center maximum configuration limits are 80 active agents 100 active calls and 50 skillsets Although these are the configuration limits for Call Center software we recommend that you are cautious about approaching the maximum of any of these limits Business Communications Manager 3 5 has other services that also use its hardware and software resources As a guideline we recommend that if you are
7. 0020 c eee 104 Chapter 8 Recording Call Center Greetings 00sec eee eee eee 105 About Call Canter QOCUNOS cccracadeiaregatatees ani kra bE vaseonnen sees 105 Examples of Call Center greetings 0 000 cece tee 105 Recording a Call Genter greeting 22 0ccc00s sued bees ended tae eee bnaeeae ss 107 Importing a Call Center greeting 2 508 cbse sagen beac nese eceanewes 109 Exporting a Call Center greeting 0 0 00 cece ee 110 Chapter 9 Setting up Intelligent Routing 20 2c cece eee eee eee eee 111 About mteligent routing soccsavtacieeevses ede sabe eebieeeeetashineneaess 111 Intelligent Overflow Routing lt ceri 0006 s2e nee seer seen ee hee deere ciri ee es 111 Examples of Intelligent Overflow Routing rules 0000 cee eee eee 113 Assigning Intelligent Overflow Routing to a skillset 0000 000 eee 118 Moving an Intelligent Overflow rule 0 0000 eee 120 Modifying an Intelligent Overflow Rule 00000 cee eee eee 121 Deleting an Intelligent Overflow Rule 00 000 c eee eee 121 Chapter 10 Setting up Routing Tables i6 is des seereesesieseseteeeeedewis 123 About MOU Tabled 24 icsesctotes doch ieee eee eee datebas bees bak eas 123 FeSO yi ba can a vader ee eee be he eee Rs eee ees REENE 123 Expeciond Wall Tine yeti yd es5d Heed peed Hee Pee R Teed peR eee Gade reas Heed 125 HOW TO setup EWT sci icentccvnrteet deen en tape nese ben eames gees ween 12
8. EE 6 ALE Ok l Show Mac CHHG HET Hore dest 8 YES HO Meg ture nen 9 CHHG Ok ACMI SELECT Destination 4 Press AD MIH or to set up Off premise Message Notification Press PAGER or to select a pager number destination Enter the destination pager number and press GE or 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 f Press HET 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 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 OK or to be notified when the skillset mailbox receives a new message or press EHHG or 1 to change the message type to be notified only when the skillset mailbox receives an urgent message ee notify 10 Press to end the session P0605665 02 Chapter 7 Off premise Message Notification 91 To set up O
9. 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 3 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 Nortel Networks Call Center Set Up and Operation Guide 200 Chapter 17 Call Center Programming
10. Press AM or or PHM or B Nortel Networks Call Center Set Up and Operation Guide 92 Chapter 7 Off premise Message Notification sstart times 9 Press OF or f to accept the start time OF RETRY es RETRY Ok stor timer RETRY AM PH stor timer RETR OK More dest YES Ho Hotify2 none SETUP HEST Destination PHOHE EXT PAGER Pager RETR 0E ee ALE OK Show lt xxex gt CHHG HET E CHHG OTHE HEST Hotify 3 none SETUP HEXT 10 11 12 13 14 15 16 17 18 19 20 Enter the time when Off premise Message Notification is to stop This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or or PM or B Press OF or to accept the stop time Press YES or 1 to set up another destination number Press SETUF to set up another destination number Press PAGER or to select a pager number destination Enter the destination pager number and press OK or J Press OE 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 HEXT or to accept the default pager message represented by lt xxxx gt The default pager message sent by CallPilot is the CallPilot extensi
11. Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Confiqure Configure Configure 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 7 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Step End Information Commands Insert Close Nortel Networks Call Center Set Up and Operation Guide 134 Chapter 10 Setting up Routing Tables 5 Click the Insert link The Routing Step page appears NORTEL __ NETWORKS main Logout Routing Step Skillset 1 Step Number New Step Type Greeting Forced Play C EWT Greeting Table Forced Play C Distribute for 00 30 mmss Transfer to Extension aa Transfer to mailbox C Transfer to external E a e Outdial Method line sa LinePool C Transfer to Auto Attendant None Greeting Table Select None for default AA prompt Transfer to Operator Transfer to CCR if Disconnect Intelligent Caller Input Routing for Greeting EWT Greeting step only None Basic M Auto Attendant Tabie None Select None for default AA prompt M Operator joy Skillset Mailbox pz M CCR pz Tree E C Advanced Retries BE Caller Input Rules Table A Cancel 6 At the Step Type option select Greeting and enter the greetin
12. Checking the telephone mailbox interface 26 CLID DNIS Routing ANI 46 CLID 46 DNIS 46 line 46 Multimedia Call Center 46 routing properties 46 Company Directory 61 Conference calls 172 175 Configuring lines 159 Control DN 40 59 60 193 B1 40 B2 40 skillset 40 Conventions guide 25 Copying a message 73 D Day mode skillset 112 Day of Week Service 14 Day Routing Table example 144 Default mode skillset 112 Delay Answer 42 Delay Answer feature 185 209 Deleted messages retrieving 75 Deleting agent 36 messages 73 76 Destination number character limit 90 92 101 for pagers 89 when CallPilot is behind PBX or Centrex 89 Destination pager number character limit 89 Destination Off premise Message Notification numbers 81 Determining Control DN 60 Feature Codes 27 mailbox interface 26 Message Waiting Indication extension 60 skillset mailbox number 60 DID routing 45 Directory Company 61 Disabling a skillset 57 Display telephone entering characters 24 two line 23 Display Waiting Calls Feature Code 171 DNs Bl and B2 40 Dynamic agent priority 10 13 51 E Enable Caller ID 166 Enabling a skillset 56 193 Erasing messages 73 76 Expected Wait Time about 125 greeting number 128 greeting step 134 greetings examples 126 setting up 125 table deleting 129 table setting up 127 wait time interval 128 F Feature 983 telephone administration 14 Feature Codes 27 about 27 agent 30 Custo
13. In the Greeting box type 6 At the Intelligent Caller Input Routing option select Basic Click the Submit button The Greeting step appears as step 1 in the Night Routing Table list Click the Insert link for the End step The Routing Step page appears Select the Disconnect option Click the Submit button The Disconnect step appears as step 2 in the Night Routing Table list Click the Close button to return to the Skillset List page P0605665 02 Chapter 10 Setting up Routing Tables 147 Changing a Routing Table You must disable a skillset before you can change its routing table For how to disable a skillset refer to Disabling a skillset on page 57 Follow the procedure Insert steps Adding a Greeting step on page 133 Adding a Distribute for step on page 136 Adding a Goto step on page 137 Adding a Transfer step on page 138 Adding a Disconnect step on page 139 Review steps Reviewing Routing Table steps on page 147 Modify steps Modifying Routing Table steps on page 147 Delete steps Deleting Routing Table steps on page 148 Reviewing Routing Table steps You can review the steps for enabled skillsets Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Day or Night link for the skillset whose routing table steps you want to review The Day or Night Ro
14. Manager 3 5 is in e Both B1 and B2 extensions can answer external calls e Both B1 and B2 extensions can have external calls transferred to them by a third person e B1 extensions allow a set to be CFB or CFNA to them B2 extensions do not support CFB or CFNA Therefore a skillset that uses a B2 CDN cannot have calls forwarded to it from telephone programming e B2 CDNs cannot be used as a prime set for target lines For information about determining available B1 and B2 extensions on buses 6 and 7 when you use Partial Double Density mode refer to the Business Communications Manager 3 5 Programming Operations Guide Name The skillset name is displayed e on Call 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 nis the skillset number The name for each skillset is the same as the skillset mailbox name Nortel Networks Call Center Set Up and Operation Guide 42 Chapter 5 Setting up skillsets 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
15. Press the button directly below the display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option About telephone buttons This table shows the Nortel Networks Business Series Terminal buttons Use the buttons that pertain to the type of telephone you use M7100 M7208 M7310 M7100N M7208N Button name T7100 T7208 T7316 M7324 M7310N M7324N Feature Feature Handsfree nee right hand Handsfree utton Hold mc Hold es Volume Control GC e Release we Ris F You can enter J Feature _ or _Fx_ and the code to use a feature For example press Q to access your mailbox The T7100 works differently from other telephones on your system because it does not have line buttons Where other telephones require that you select a line button to answer a call on the T7100 terminal you pick up the handset Where other telephones require you to select a line button to take a call off hold you press es on the T7100 terminal On T7100 terminals you can answer a second call by pressing es 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 Nortel Networks Call Center Set Up and Operation Guide 26 Chapter 2 About setting up Call Center Checking which telephone mailbox interface you use CallPilot supports two interfac
16. The Add Many Agents page appears Add Many Agents ID Range From 4 Supervisor I Automatic Answer r Missed Call Option Accepted Voice E Call Types Voice Make Not Ready Return To Skillset Submit Cancel 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 From the Accepted Call Types list box select Voice Voice Button or Both If you do not have Multimedia Call Center enabled Accepted Call Types does not appear If you use Basic Call Center from the Priority list box select a priority from 1 to 20 for the agent Click the Submit button Note Any agents who have an agent ID number that is between the numbers you enter gt in the From and To boxes are not changed These agents are not included in the number of agents added P0605665 02 Chapter 4 Setting up Call Center agents 35 Changing agent information You can change an agent s name supervisor status Automatic Answer setting Missed Call Option Accepted Call Types
17. deletes the last message played Deleted messages remain in the skillset mailbox until the session ERASE ends Refer to Notes 1 and 2 on page 75 Nortel Networks Call Center Set Up and Operation Guide 74 Chapter 6 Setting up skillset mailboxes Playing skillset mailbox messages Norstar Voice Mail Option Button Available Available Description while after playing playing Forward Advances the message nine seconds and continues or 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 this while a message is playing it stops playing the or v v current message and plays the next message in the skillset mailbox Pause Temporarily stops a message When you stop the Continue or s message you can play the previous message continue playing the current message or skip to the next message STOF FLAY Previous Stops playing the current message and plays the previous P wg message Quit Stops playing the message and plays the Mailbox main 4 menu options Replay B Replays the message from the beginning or v lt lt lt lt lt lt Replay B Replays the last message v Reply 9 Replies to a message Refer to Note 3 on page 75 s The reply can be either or a message to an internal sender s mailbox REPLY a telephone call to an internal o
18. extension and skillset mailbox password Skillset mailboxes 202 Record the type of step and step parameters for Day and Night Routing Tables Routing Tables 203 Record Caller Input Rules Caller Input Rules 204 Intelligent CLID DNIS Record CLID DNIS Routing Routing 205 Record Line Answering details Line answering 206 Note Make copies of these pages as required gt Nortel Networks Call Center Set Up and Operation Guide 196 Chapter 17 Call Center Programming Record Feature Codes Feature code name Dialpad buttons Custom Feature Code Display Waiting Calls Le i9 fo 9 ej _ _ Open Mailbox Le jg je i par A a yt Log on Log off Le jojk Ea Not Ready 9 0 J a Return to skillset on No Answer Ce 9 Voicemail DN Le ji9 86 e9 e _ Operator status Le jg jeje Eeo enMi Supervise LeJ eJoJb Le b oo Supervisor Help e oJ6 e General Call 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 __
19. number on page 60 initialize the skillset mailbox record the skillset mailbox greetings You can use the table Skillset mailboxes on page 202 to record the skillset mailboxes you set up Nortel Networks Call Center Set Up and Operation Guide 60 Chapter 6 Setting up skillset mailboxes Determining a skillset mailbox number You must know a skillset mailbox number before you can set up the skillset mailbox The skillset mailbox number is the mailbox s Control DN If you know the skillset mailbox number you can initialize the mailbox Refer to Initializing a skillset mailbox on page 61 To determine a skillset s mailbox number and Message Waiting Indication telephone Set KAX HEST COH Llixsxx HEST Ext 1i xxx HEST 1 2 3 Press 2 JQ 8 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 MWD 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 Uriei1 appears you have not set up an MWI extension Press next to view the skillset mailbox number and MWI extension for each skillset Press to end the session P0605665 02 Chapter 6 Setting up skillset mailboxes 61 Initializing a skillset mailbox You must in
20. z Accepted Call Types Voice z Submit Cancel 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 Do not use the same first seven characters for an agent name For more information about agent names refer to Name on page 31 Select the Supervisor check box if you want to give the agent supervisor functionality The default is not selected Select the Automatic Answer check box if you want calls to be force delivered to the agent The default is not selected From the Missed Call Option list box select Make Not Ready Return to Skillset or Automatic Logout From the Accepted Call Types list box select Voice Voice Button or Both If you do not have Multimedia Call Center enabled Accepted Call Types does not appear If you use Basic Call Center from the Priority list box select a priority for the agent Click the Submit button Nortel Networks Call Center Set Up and Operation Guide 34 Chapter 4 Setting up Call Center agents Adding more than one agent You can save time by adding more than one agent at a time When you add multiple agents the agents have the default agent name and parameters You can use the table Call Center agents on page 200 to record the agents you add To add more than one agent 1 2 3 9 10 11 Start CallPilot Manager Click the Call Center heading Click the Add Many Agents link
21. 02 Chapter 5 Setting up skillsets 51 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 Dynamic Agent Priority If you use Call Center Professional on Business Communications Manager 3 5 agents can have different priorities 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 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 refer to Method on page 42 To assign an agent to a skillset 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Skillset List Skillset 1 2 3 4 5 6 7 8 9 Name Documentation Testing Alt Lang Testing Calgary Ottawa Santa Clara Vancouver unused unused unused Status Enabled Disabled Disabled Disabled Disabled Disabled Disabled Commands Properties Agen
22. 02 Chapter 5 Setting up skillsets 53 Changing an agent s priority in a skillset If you use Call Center Professional on Business Communications Manager 3 5 agents can have different priorities 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 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 To change an agent s priority in a skillset 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Agents link for the skillset you want to change the agent priority of The Assigned Agents page appears Click the Change button The Change Agent Priorities page appears Click the Change check box for the agent whose priority you want to change You can select more than one agent if you want to assign them the same priority From the Priority list box select the priority you want to assign Click the Submit button The Assigned Agents page shows the new priority Repeat steps 5 through 8 for each agent you want to change Nortel Networks Call Center Set Up and Operation Guide 54 Chapter 5 Setting up skillsets Unassiging an agent from a skillset When you unassign an agent from a skillset the agent is removed from t
23. 29 O Off premise Message Notification 186 about 81 changing parameters 94 destination number character limit 90 92 101 destination pager number and message character limit 89 feature restrictions 83 setting up to a pager number 89 to a telephone number 84 to an extension number 87 to wrong destination 81 Off premise Message Notification parameters destination telephone number 83 destination type 83 time range 83 types of message 83 Open Mailbox Feature Code 29 Opening a skillset mailbox 62 Opening your mailbox CallPilot 62 Norstar Voice Mail 62 Operator resetting password 189 Operator resetting password 189 Outdial route mailbox 82 Overflow Intelligent 14 P Parameters general Call Center 167 186 Routing Table Greetings 132 Password changing skillset mailbox 64 resetting agent password 35 resetting Call Center Administrator 190 resetting Operator 189 resetting skillset mailbox 65 skillset mailbox 61 64 Pausing a message 74 Playing message envelope CallPilot interface 76 Norstar Voice Mail 73 Post call Break Time automatic timeout 30 Preferred method of call distribution 211 Preventing calls from ringing at an agent s telephone 192 Professional Call Center 9 13 Programming a memory button 28 R Real time status of call activity 171 Recording greeting 110 Remotely opening a skillset mailbox 63 Replaying messages 74 Reply feature 75 Replying to an external message sender 79 using
24. Agents Day Night Service Mode Overflow Enable Unconfiqure Confiqure Configure Configure 4 Click the Service Mode link for the skillset you want to set up The Skillset Service Mode page appears Skillset Service Mode Skillset 24 hr Service Monday Vv Tuesday Wednesday Thursday Friday Saturday Sunday Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format Submit Cancel P0605665 02 Chapter 10 Setting up Routing Tables 141 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 e to set the start time for the Day Routing Table in the Day Start Time box enter the start time in 24 hour format e to set the start time for the Night Routing Table in the Night Start Time box enter the start time in 24 hour format 6 Click the Submit button Nortel Networks Call Center Set Up and Operation Guide 142 Chapter 10 Setting up Routing Tables 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 set up at least a Day Routing Table for the skillset The default Call Center Service Mode is 24 hour operation You can change the hours of operation using the Operator Feature Code _ Q 8 2 J There
25. Call Center you can create a maximum of 20 EWT Tables If you use Basic Call Center you can create a maximum of 5 EWT Tables Note If you use a CallPilot system Expected Wait Time is not available gt How EWT is computed is based on 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 same agents are assigned to e Number of agents in a skillset e Availability of agents for a skillset s calls How to set up EWT To set up EWT you 1 Record EWT Greetings Refer to Recording EWT greetings on page 126 2 Set up the EWT Table Refer to Setting up an EWT Table on page 127 3 Create a Greeting step that uses an EWT Table Refer to Adding a Greeting step on page 133 4 Set the EWT parameters Refer to Setting up or changing a skillset on page 43 Nortel Networks Call Center Set Up and Operation Guide 126 Chapter 10 Setting up Routing Tables 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 Call Center greeting on page 107 Examples of EWT greetings Greeting 100 Based on the current volume of calls the next agent will be available
26. Coordinator Guide Lines that are programmed to be answered by Call Center must not be programmed to be answered by another peripheral or application To delay calls being answered you can assign Call 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 Call Center To minimize long distance charges set the ring count higher than 0 so that calls spend more waiting time in a ringing state P0605665 02 Chapter 12 Line administration 161 To configure a line 1 Start CallPilot Manager 2 Click the Auto Attendant heading The Lines Administration page appears Lines Administration Line Answer Mode Table Skillset Rings Command Auto Attendant 3 Change Auto Attendant Change Auto Attendant Change Auto Attendant Change Auto Attendant Change Call Center Change Call Center Change Call Center Change Call Center Change Call Center Skillset 1 Change No Change No Change 2 O MY WwW YW uyu ww w 3 Click the Change link for the line you want to ass
27. Explanation 24 Hour No Agents Move to Skillset 2 The call moves to skillset 2 if no agents are logged on If agents are logged on and the call is not 24 Hour 02 30 Skillset Mailbox answered within 2 minutes and 30 seconds the call transfers to the skillset mailbox P0605665 02 Chapter 9 Setting up Intelligent Routing 115 Example 5 In this example calls to the call 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 Call Center Administrator creates two rules In the first rule the Call 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 Call 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 skillse
28. Feature HEST Code 5 Press HEST to see more Feature Codes 6 When the display shows QUIT you have seen all the Feature Codes 7 Press to end the session Nortel Networks Call Center Set Up and Operation Guide 28 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 refer to the Nortel Networks Call Center Agent Guide For information about using programmed memory buttons to monitor call activity refer to Primary and Secondary alert times on page 165 To program a memory button 1 Program Features 2 Press a button 3 QUIT J Feature Code 4 QUIT J F_ 5 QUIT CLEAR a Programmed Je Press BJ Do not lift your handset The display shows Program Features Press a memory button with an LCD indicator Press Enter the Feature Code number that you want to program For example enter 9 0 E to program the Display Waiting Calls Feature Code See the tables Feature Codes used by Call Center agents on page 30 and Agent Feature Codes on page 30 for the Fea
29. In the 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 6 Click the Dial button The telephone rings 7 Pick up the handset Do not use Handsfree Click the Record button After the tone record your greeting After you finish recording click the Stop button To listen to the recording click the Play button or to save the recording click the Save button The recording replaces a previously recorded greeting 10 Click the Close button and replace the telephone handset You can disconnect the telephone by clicking the Hang Up button or replacing the telephone handset The next time you use Play or Record the phone number shown in the Connect to box is dialed You do not need to hang up each time The connection remains for several minutes even if you close the page You can access another greeting without having to re answer your telephone The connection disconnects after several minutes of inactivity or if you log off CallPilot Manager P0605665 02 Chapter 8 Recording Call Center Greetings 109 Importing a Call Center greeting If you use Professional Call Center on Business Communications Manager 3
30. MWI extensions for a skillset mailbox you can view the MWI extensions by using the procedure Determining a skillset mailbox number on page 60 Method Method of Call Distribution The method of call distribution determines to which of several available agents to route the call There are two methods of call distribution Least Busy and Preferred Least Busy routes the call to the agent who has been available the longest Preferred routes the call to the agent with the highest priority best qualified agent is 1 If there are several agents with the highest priority the agent available longest with that priority will be selected The default method of call distribution is Least Busy If you use Call Center Professional you can assign agents different priorities depending on the skillsets they belong to For more information refer to Dynamic Agent Priority on page 51 Break Time Break Time is a time period for agents to complete paperwork after they finish a call After an agent completes a call they are taken out of the skillset for the Break Time The agent can extend or cancel the Break Time by using the Not Ready Feature Code For more information refer to Not Ready on page 29 The Break Time period can last from zero to 59 minutes 59 seconds The Break Time defaults to 30 seconds You can change the Break Time period to zero if an agent does not need a Break Time Delay Answer Delay Answer is a toll
31. 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 Qj e f Follow the voice prompts or the display button options to open the skillset mailbox 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 ADMIN or e Press f to open the Off premise Message Notification menu e Go to step 3 Meg notify 3 Press SELECT or 2 to set up Off premise Message Notification ADMIN SELECT Hotif on 4 Press EHHG or 1_ to turn Off premise Message Notification off if EHHG TIME oK it is on as shown Hotify off 5 Press OK or CHHG TIME OK S press TIME to review the start and stop time parameters Mailbox admin 6 Press to end the session GREET PSWD QUIT P0605665 02 105 Chapter 8 Recording Call Center Greetings About Call Center greetings Call Center greetings encourage callers to stay on the line until an agent is available You can record greetings in different languages and change them as often as you like You can include information in your greetings such as e your hours of service e arequest for callers to have their account number ready e how to l
32. 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 On Business Communications Manager 3 5 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 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 Nortel Networks Call Center Set Up and Operation Guide 210 Glossary 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 d
33. Record Call Center agents Agent ID Agent name Supervis Names and s of skillsets Priority Missed Call Auto and type or status agent is assigned to Option Answe Y N r Y N P0605665 02 Chapter 17 Call Center Programming Record 201 Skillset assignments Skillset name and Agent ID and name Priority Nortel Networks Call Center Set Up and Operation Guide 202 Chapter 17 Call Center Programming Record Skillset mailboxes Skillset Mailbox name Mailbox number Control DN MWI extension Mailbox password P0605665 02 Chapter 17 Call Center Programming Record 203 Routing Tables Skillset Day or Night Step Type of step Step parameters Greeting Distribution Transfer Intelligent Caller Input Routing Basic or Advanced Disconnect Nortel Networks Call Center Set Up and Operation Guide 204 Chapter 17 Call Center Programming Record Caller Input Rules Rule table Length Fixed Variable Match string Action P0605665 02 Chapter 17 Call Center Programmin
34. Select None for default 44 prompt Transfer to Operator Transfer to CCR 15 Change Call Priority Only New Call Priority No Change v Submit Cancel 6 From the Service Mode list box select Day Night or 24 Hour P0605665 02 Chapter 9 Setting up Intelligent Routing 119 7 Select the Timer check box if you want Intelligent Overflow Routing to time how long the call waits and enter the time that a call waits in the skillset before it goes to the destination that you specify 8 Select the Agents Not Logged In check box to if you want Intelligent Overflow Routing to check whether there are agents logged on to the skillset or 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 e 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 e to send the call to the skillset mailbox select Send to Skillset Mailbox e to overflow the call to another skillset Select Overflow to Skillset and click the Specify link The Overflow to Skillset Configuration page appears Select the check box for the skillset you want to overflow to and click the Subm
35. Service Mode the skillset is in Note After you enable a skillset it is automatically in 24 hour mode To change the gt Service Mode of a skillset refer to Setting the Service Mode for skillsets on page 142 P0605665 02 Chapter 5 Setting up skillsets 57 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 Click the Call Center heading Click the Skillset List link The Skillset List page appears 4 Click the Disable link for the skillset you want to disable A message appears that asks you to confirm the request to disable the skillset 5 Click the OK button On the Skillset List page in the Status column the skillset changes from Enabled to Disabled Nortel Networks Call Center Set Up and Operation Guide 58 Chapter 5 Setting up skillsets 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 unassign any lines that are assigned to it by following the procedure Configuring lines on page 160 You must disable a skillset before you can unconfigure it Warning If you unconfigure a skillset you delete the skillset properties an
36. Skillset Number Call Center Service Manual Day Night Day Night These settings are usually changed by the receptionist or Operator on a daily basis P0605665 02 Chapter 17 Call Center Programming Record 197 Call 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 number of calls Initial Call specified in Use Previous is Duration reached Primary or alternate Appears if Bilingual is enabled in the Language system properties Nortel Networks Call Center Set Up and Operation Guide 198 Chapter 17 Call Center Programming Record Call Center Greetings Greeting Greeting information number P0605665 02 Chapter 17 Call Center Programming Record 199
37. Start CallPilot Manager Click the Call Center heading Click the General Properties link The Call Center Properties page appears NORTEL NETWORKS Main Logout Help Call Center Properties I Primary Alert 00 00 mm ss l Secondary Alert 00 00 mm ss Master Client Address Reserved Channels 1 gt Supervisor Help Request Mzz Timeout 12 Supervisor Help from all skillsets agent s skillsets only Enable Caller ID Name with number backup Number only None Submit Cancel To enable the Primary Alert select the Primary Alert check box and enter the Primary Alert time 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 If you use Call Center Reporting in the Master Client Address box type the host name FQDN or IP address of the computer running the Call Center Reporting Master Client The Master Client Address box is available only if you use Call Center Reporting From the Reserved Channels list box select the number of voice channels you want to reserve for Call Center From the Supervisor Help Request Timeout list select a value between 1 and 60 seconds The default is 12 seconds Nortel Networks Call Center Set Up and Operation Guide 168 Chapter 13 Setting up Call Center general properties 9 From the Supervisor Help from options select all skill
38. Table list 8 Click the Close button to return to the Skillset List page Nortel Networks Call Center Set Up and Operation Guide 140 Chapter 10 Setting up Routing Tables 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 assigning hours of operation to a skillset 1 Start CallPilot Manager Click the Call Center heading 3 Click the Skillset List link The Skillset List page appears Skillset List Skillset Name Status Documentation Enabled Testing Disabled Alt Lang Testing Disabled Calgary Disabled Ottawa Disabled Santa Clara Disabled Vancouver Disabled unused owo uyon wn unused unused Commands Properties Agents Day Night ServiceMode Overflow Disable Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Properties
39. Table properties 00000 cece eee 47 Changing a CLIDJONIS Roule csdetavceics ceecadua seensa deed eewerdaes 49 Assigning an agent to A SHIGE cecaddeaudaed ada eediwllaeeltuweseaaakes eee is 51 Dynamic Agent PONE rect dane erni tod ee ee ee ke ke 51 Changing an agent s priority in a skillset 00 0000 53 Unassiging an agent from a skillset s ssssrisisrersrersrissisrersreresis 54 Viewing agents IN a skillset o0ciccincesietenr aes GniweebouienesaneN eens 55 ERINGASHIIGE rriaro rerh ie dd eh hadWendeh sagen s ee ed ag ees ceeds 56 Disabling SkillSet 220026000 cect e reba ede eR Re Re eee RoR Bie 57 Unconiiguring a skillset 008 ceveeenes edew seen drra speksit torete bee ees 58 Chapter 6 Setting up skillset mailboxes 000 eee 59 About skillset mailboxes x5 cciciedesodecce abscess bass dOES SRA SEOE SO ERE 59 Determining a skillset mailbox number 0 000 c eee eee eee eee 60 Initializing a skillset mailbox 2 2 2 0 2c eee 61 Opening amp skillset Mailbox cs uke wwe als a ele oe Rw Ss On he eed a Kw eee ee 62 Opening a skillset mailbox remotely 00 00 c cee eee 63 Skillset mailbox password ceacceeceeiwaeswrdede behiur eee eoeeetewearess 64 Changing a skillset mailbox password 000 c eee eee eee 64 Resetting a skillset mailbox password 0 2 0 0c eee eee 65 Recording skillset mailbox greetings 0 0 eee eee 66 Examples of Primary and Alternate greetin
40. The Mailbox List page appears 3 Click the Change link for the skillset mailbox you want to set up an outdial route for The Mailbox page for the mailbox appears From the Outdial Type list box select the type of outdial method you want to use If you use a line or a line pool in the Line Pool type the number of the outgoing line or line pool number you want to assign to the skillset mailbox for outdialing 6 Click the Submit button P0605665 02 Chapter 7 Off premise Message Notification 83 Off premise Message Notification parameters You can set up the parameters for Off premise Message Notification from any tone dial phone The parameters are e destination type phone extension or pager e destination number phone extension or pager e time range for receiving calls at phone numbers or extensions Pagers are notified any time there is a qualifying message 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 Nortel Networks Call Center Set Up and Operation Guide 84 Chapter 7 Off premise Message Notification Setting up Off premise Message Notification Follow these instructions if you have not set u
41. 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 Nortel Networks Call Center Set Up and Operation Guide 88 Chapter 7 Off premise Message Notification stor timer RETRY Ar 2 stor timer RETRY More dest VES HO CHHG Startstart timer Ea Stor istor time CHHG Med Lyre new je CHHG Med notify ADMIN SELECT 11 12 13 14 15 16 17 Press AM or or PH or 2 Press K 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 HEYT or or press EHHG or 1 Press HEYT or or press CHNG or 1 to accept the start time that you entered to change the start time to accept the stop time that you entered to change the stop time Press OK or if you want to be notified when you the skillset mailbox receives a new message or press CHNG or 1 if you want to be notified only when the skillset mailbox receives an urgent message Press to end the session P0605665 02 Chapter 7 Off premise Message Notification 89 About setting up Off premise Message Notification to a pager number Example of a destination pager numbe
42. approaching the limit for agents active calls or skillsets you keep the other two settings at about half their configurable maximum or less For example if your number of we recommend that your and your number of enabled active agents is between maximum number of active calls skillsets is between is between 41 80 1 50 1 25 1 40 51 100 1 25 1 40 1 50 26 50 P0605665 02 195 Chapter 17 Call Center Programming Record For this programming task see on page Record the Feature Codes used by Call Center Feature Codes 196 Record the line information for lines answered by Call Center Line answering 206 Record the Operator and Business Status settings Operator Business Status 196 Record the number of reserved channels the Primary and General Call Center Secondary Alert times and the Master Client Address properties 196 Record agent ID agent name Priority supervisor status and skillset for each agent Call Center agents 200 Record Control DN skillset name MWI ext Method Break Time and Delay Answer time limit Call Center skillsets 197 Record greeting numbers and information about them Call Center Greetings 197 Record the Intelligent Overflow Routing parameters for each Intelligent Overflow skillset Routing 199 Record agents assigned to the skillsets Skillset assignments 201 Record the skillset mailbox name skillset mailbox number MWI
43. being monitored are on an IP device that is if your Call Center uses both IP trunks and agent IP sets or if the caller is using an IP set If the agent is on an IP set and the caller is on an IP trunk there isa 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 Companion sets You cannot monitor agents who are logged on to Companion 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 Nortel Networks Call Center Set Up and Operation Guide 176 Chapter 14 Monitoring Call Center call activity Monitoring skillsets Use R OJJ 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 num
44. 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 203 Fax Detection Call Center can detect fax calls and route them to a skillset mailbox If you want Call Center to detect incoming faxes you must make your first routing table step e a Greeting step e with Forced Play e without a transfer e with a greeting that is a minimum of 11 seconds long Fax Detection applies only if a fax machine is attempting to transmit a fax at the start of a greeting If a fax transmission starts several seconds after the start of a greeting it is possible for the fax tone not to be detected If you do not set up the routing table so it detects a fax call some fax calls can be routed to agents and some fax calls can be routed to the routing table s skillset mailbox To enable a routing table to detect fax calls change the first 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 Nortel Networks Call 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 oe This routing table detects fax calls This routing table guarantees fax delivery to the skillset mailbox s i E Its fi
45. button The rule you created appears in the Match Table Repeat steps 8 through 11 if you want to add another rule to the table or click the Close button to return to the Caller Input Rules Tables page P0605665 02 Chapter 11 Creating Caller Input Rules 153 Using wildcard characters You can use the wildcard 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 e it can appear only at the end of a match string e 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 An example of using Intelligent Caller Routing Advanced The call 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 Call 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 ha
46. call to the operator select Transfer to Operator e if you want to transfer the call to a CCR Tree select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to Note You or the System Administrator must set up a CCR Tree before you can select it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation Guide Click the Submit button The Transfer step appears in the Routing Table list Click the Close button to return to the Skillset list P0605665 02 Chapter 10 Setting up Routing Tables 139 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 Call Center does not answer the call To add a disconnect step Start CallPilot Manager Click the Call 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 the Submit button The Disconnect step appears in the Routing
47. 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 OF the command line prompt remains on the display Hame This display shows the Hame command line prompt RETRY BESP Ok P N When you begin to enter the last name the Hame command line RETRY BESE na prompt disappears For example if you enter the name Partridge you press for P and the display drops the Hare prompt PARTRIDGE Although the name is only nine characters long the command line fel eee TUR 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 P0605665 02 Chapter 2 About setting up Call Center 25 Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word is in a special font in the top Pwd Command line prompts on display telephones line of the display Underlined word in capital letters FLAY Display option Available on two line display shows bottom line of a two line telephones
48. for each destination number the next number in the series is called For example Call Center can call your car phone first when there is a message in the skillset mailbox If there is no answer Call Center waits five minutes and calls your car phone again If there is still no answer Call Center calls your car phone a third time If there is no answer after three calls Call Center calls the your home phone Call Center continues to call at five minute intervals until the call is answered or all of the destinations are called three times Off premise Message Notification the Retry Intervals and Maximum Number of Attempts for skillset mailboxes are assigned through the Class of Service settings in CallPilot Manager Skillset mailboxes have a default Class of Service of 1 Class of Service 1 has these default settings for Off premise Message Notification e Off premise Message Notification enabled e a Retry Interval of five minutes e a Maximum Number of Attempts of 3 For information about changing Class of Service settings refer to the CallPilot Manager Set Up and Operation Guide You must assign start and stop times for phone and destinations Off premise Message Notification begins when the start time is reached Set the start time for a time when you are at the destination number so that you are there to receive calls A person who receives a Off premise Message Notification call can cancel Off premise Message Notification to their des
49. forwarded to the CallPilot extension of the skillset by Call Forward All Calls CFAC Call Forward No Answer CFNA or Call Forward On Busy CFB For information about these features refer to the Business Communications Manager 3 5 Programming Operations Guide or the Norstar System Coordinator Guide Note Agents are restricted in how they can use CFAC CFNA and CFB For more information refer to Important considerations about how agents use features on page 191 Nortel Networks Call Center Set Up and Operation Guide 40 Chapter 5 Setting up skillsets Skillset properties Skillset The number between 1 and 50 that is assigned to the skillset Control DN The Control Directory Number is the extension associated with the skillset Incoming calls transfer to the CDN of each skillset from extensions the Automated Attendant or Custom Call Routing The CDN is the skillset mailbox number You can use B2 DNs on Business Communications Manager systems only if you have upgraded your system to 3 5 If you have a new Business Communications Manager system you cannot use B2 DNs If you use Interactive Voice Response or any other application that uses Auto Assign you must delete any Call Center CDNs before you install the other applications After you install the applications you must set up the Call Center CDNs again When you assign a CDN to a skillset e If you use Business Communications Manager do not p
50. 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 this example greetings 100 103 are wait time intervals Greeting 150 is the last greeting in the table that covers any wait time situation All of the options available for a normal Greeting Step are available for the EWT greeting such as Forced Play and Basic and Advanced Intelligent Caller Input Routing Callers can interrupt an EWT greeting the same way they interrupt a normal greeting P0605665 02 Chapter 10 Setting up Routing Tables 127 Setting up an EWT Table 1 Click the Call Center heading 2 Click the Expected Wait Time Tables link The EWT Greeting Tables page appears If you use Professional Call Center you have 20 EWT Greeting Tables If you use Basic Call Center you have 5 EWT Greeting Tables NORTEL NETWORKS Main Logout Help b EWT Greeting Tables Mailbox Administration Table ID Commands Create Auto Attendant Create Create Custom Call Routing Create Create Networking Create Create C
51. or is locked out The password for the reset mailbox is 0000 The agent who accesses the skillset mailbox cannot retrieve skillset mailbox messages until they create a new password Tell the agent to change the default password as soon as possible While the skillset mailbox has the default password the mailbox is vulnerable to unauthorized access To reset a skillset mailbox password Start CallPilot Manager 2 Click the Mailbox Administration heading The Mailbox List page appears 3 Click the Reset Password link for the skillset mailbox you want to reset the password for A message appears that asks you to confirm your request to change the password 4 Click the OK button The password is reset to 0000 the default password Nortel Networks Call Center Set Up and Operation Guide 66 Chapter 6 Setting up skillset mailboxes 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 call 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 ma
52. premise Message Notification 103 Adding a destination number Use this procedure if you have set up Off premise Message Notification and you want to add another destination number You can have up to five destination numbers To add a destination number 1 Press 9 i Follow the voice prompts or the display button options to open the skillset mailbox 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 ADMIH or e Press f to open the Off premise Message Notification menu e Go to step 3 Meg notify 3 Press AD IH or 1_ to set up Off premise Message Notification ADMIM SELECT Hotifuixe 4 Press HET or to continue CHHG HEST More dest 5 Press YES or 1 to set up another destination number YES HO J Hotify2 none 6 Press SETUP or 1_ to set up another destination number and follow ao HEST the steps in To set up Off premise Message Notification to a phone number on page 84 or To set up Off premise Message Notification to an extension on page 87 or To set up Off premise Message Notification to a pager on page 89 Nortel Networks Call Center Set Up and Operation Guide 104 Chapter 7 Off premise Message Notification Turning Off premise Message Notification on or off You can turn Off premise
53. re record your name Skillset name gt 8 The recorded name plays and the skillset mailbox name is displayed The skillset mailbox name is the name you entered when you set up the skillset properties 9 Press to end the session Nortel Networks Call Center Set Up and Operation Guide 62 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 eJ eJEJ Psi 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 THF or to display the Loa prompt When this prompt appears enter the skillset mailbox number and password 1 new 1 sawed After you open the skillset mailbox the telephone display shows PLAY REC ACMIH how many new and saved messages are in the mailbox To open a skillset mailbox CallPilot 1 Press BJB Mbosi 2 Press RETRY Ok or if you are at another extension enter the skillset mailbox number and then press OK or Psd 3 Enter the skillset mailbox password and press GK or J RETRY Ok P0605665 02 Chapter 6 Setting up skillset mailboxes 63 Opening a skillset mailbox remotely To open a skillset mailbox from an outside telephone If a skillset mail
54. start time e Day Routing Table steps e Night Routing Table steps Call Center overflow e Skillset number e Skillset name e Enabled or disabled e Rule e Service Mode e Conditions e Actions Call Center Greetings Lists for each call center greeting e Greeting number e Status whether the greeting is recorded e Skillsets that use the greeting Nortel Networks Call Center Set Up and Operation Guide 170 Chapter 13 Setting up Call Center general properties Call Center Intelligent CLID Line DNIS Routing e CLID ANI number e DNIS number e Action Call Center Intelligent Caller Length of rule Input Routing Tables e Match string e Action Expected Wait Time e Expected wait time of a call e Actual wait time of a call To generate the System Configuration Report 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 Print Close VOICEMAIL SYSTEM CONFIGURATION REPORT Date 2001 04 18 System Options Version 4 8 24 Bilingual Primary Lang Alternate Lang Group Lists Leading Digit 9 Return to AA Touchtone Gate Custom Greeting Voicemail Enabled Y Directorw Enabled Y 4 To print the report click the Print button 5 When you are finished printing or viewing the report click the Close button
55. starts to play If this is the first time you are recording a greeting this display appears briefly Press YES or and record your greeting at the tone Press OF or to end the recording Press OF or to accept the recording or press PLAY or to listen to the greeting or press RETR or to rerecord the greeting 10 Press to end the session Nortel Networks Call Center Set Up and Operation Guide 68 Chapter 6 Setting up skillset mailboxes 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 if acaller 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
56. 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 how to use Automatic Answer with the telephones you use in your Call Center see Automatic Answer on page 192 Nortel Networks Call Center Set Up and Operation Guide 32 Chapter 4 Setting up Call Center agents Missed Call Option The Missed Call Option controls how a call is treated if an agent does not answer the call Make Not Ready assigns an agent s telephone to respond as it does with the Not Ready feature enabled Automatic Logout automatically logs an agent out of their skillset if they do not answer a call The default is Make Not Ready Return to Skillset To assign how many rings before the Missed Call Option change the timer for Transfer Callback Timeout e If you use a Business Communications Manager 3 5 system refer to Timers section of the Configuring System Settings chapter of the Business Communications Manager 3 5 Programming Operations Guide e If you use a CallPilot system refer to the Norstar System Coordinator Guide Accepted Call Types Accepted Call Types are Voice calls only Multimedia calls only or both If you do not have Multimedi
57. the DIAL option 79 to an internal message sender 77 to messages CallPilot 76 to messages Norstar Voice Mail 74 Reserved channels 165 187 Resetting agent password 35 Call Center Administrator password 190 Operator password 189 skillset mailbox password 65 Restrictions for using Call Forward No Answer 192 Restrictions for using Call Forward on Busy 192 Retrieving deleted messages 75 Retrieving messages from skillset mailbox 72 Reviewing agents 55 Routing Table steps 147 Rewinding messages 73 75 Rings assigning 162 Rings assigning number 161 Routing Table assigning skillset hours 140 examples of 144 Greeting parameters 132 Greeting step 131 hours 123 maximum number of steps 13 123 parameters of Greeting step 132 reviewing the steps 147 setting up 144 tips 186 P0605665 02 Index 217 Routing Table steps problems enabling 193 Disconnect 131 properties 40 Distribute for 131 Service Mode 112 Greeting 131 setting up 39 Transfer 131 start and end times 14 Routing Table about 123 unconfiguring 58 viewing agents in 55 Skillset mailbox S about 59 changing password 64 checking for messages 72 Routing DID 45 Saving messages 74 Secondary alert Te Class of Service 59 Service Mode skillset 112 determining MWI extension 29 Setting up determining number 29 general Call Center parameters 167 greeting example 66 70 general parameters 163 initializing 61 Off premise Message Notification leaving a message in 186
58. they are not at their set their RJ 0 6 indicator flashes slowly to inform them of the missed request If a help request is escalated to a supervisor their 9 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 L 0 6 feature key They do not have to be monitoring agents at the time but can be answering Call Center calls Note Supervisors who use Make Busy _ Q 0 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 have a memory button programmed with the Supervisor Help feature code BJ 0 6 The programmed key must have an LCD indicator The memory button can have a distinct bright color so it can easily be distinguished from the other buttons For how to program a memory button refer to Programming a memory button with a Feature Code on page 28 When a supervisor is selected to answer an agent s help request the supervisor s telephone rings once with a distinctiv
59. to callers A voice channel is also the voice path used when anyone uses a Feature Code to access Call Center P0605665 02 Glossary 209 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 Call 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 Answer is a feature that prevents Call 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
60. to monitor the agent until the agent takes a call takes the call off hold or ends the conference call Nortel Networks Call Center Set Up and Operation Guide 174 Chapter 14 Monitoring Call Center call activity 14 If you want to join the call press JOIH You can press MUTE to mute your voice while you monitor NOTE If you use CallPilot 100 150 Join and Mute do not appear but Info does instead 15 To end the monitoring session press CAHCL If you want to monitor another agent in the skillset press HEXT until you see the agent you want to monitor and then press OBS You can program a memory button with B 0 4 If the memory button you choose has an indicator the indicator shows your log on status e Ifthe indicator is off you are logged off e Ifthe 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 it is available on your system 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 P0605665 02 Chapter 14 Monitoring Call Center call activity 175 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 th
61. 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 acall to skillset 1 after two minutes a call in skillset 1 will be moved to skillset 2 after five minutes The call will move back to skillset 1 after an additional two minutes then back to skillset 2 after an additional five minutes 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 conditions are met Note You can select both conditions within the same rule The rule applies when both gt 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 moving the call to a new skillset The caller hears the greetings for the new skillset overflowing the call to one or more skillsets The caller continues to hear the greetings from the original skillset sending the call to the skillset mailbox transferring the call to an extension external number mailbox skillse
62. use a CallPilot 150 platform CallPilot 150 has a B2 DN for every B1 e you use a Business Communications Manager system that has legacy B2 CDNs Your Call Center has legacy B2 CDNs if you have upgraded your system to 3 5 and your Business Communications Manager system is in Partial Double Density mode this is the default mode and the B2s on buses 6 and 7 were configured as CDNs before the upgrade About Partial Double Density mode A B2 extension is a spare extension that exists on buses 6 and 7 only if you have Partial Double Density mode enabled All other buses have only B1 extensions no matter what mode the Business Communications Manager is in Partial Double Density mode is the default setting for Business Communications Manager 3 5 Partial Double Density mode allows compatibility with Companion base stations You can manually change CDNs from B1s to B2s by entering a B2 CDN in the skillset properties If the Business Communications Manager is changed to Full Double Density mode the system will change the B2 CDNs to B1s About using B1 and B2 extensions e We recommend that you use B1 CDNs over B2 CDNs B1 CDNs have better functionality than B2 CDNs e A B1 extension number is the extension number that you dial to call a telephone or peripheral A B2 extension is a spare extension e All other buses have only B1 extensions They do not have B2 extensions no matter what mode the Business Communications
63. 02 PROMO Hable Geeads istrie s ari bee eseee aa Bede or ese bee de 203 Caler NTNU TN cri sea ho cada hon ctl WR a teas Mian ae ea Era a hint dence 204 Intelligent CLID DNIS Routing ic oii cea i aarti Ge be dae eh a Sk ee he a 205 Ling ANON a an ve dees 4 GaSe reese Soheei des Goh iG Rise veddnaeas tad 206 GOSSA crccccstiencscecscbcecrSerccaebieeresioeaseceeeeeeee 207 INGGM nish A E bn Cheese cles a E a E E a Khe ea eed eees knees KES 213 P0605665 02 Chapter 1 About Nortel Networks Call Center This guide leads a Call Center Administrator or a System Administrator through setting up and operating Call Center and is an ongoing reference Call Center is an application that handles incoming calls as efficiently and economically as possible Call Center answers calls then routes the calls to agents in a skillset that most closely matches the needs of the caller Calls can be routed based on the origin of the call the destination of the call or the information entered by the caller Callers can be given high or low priorities Callers can overflow to different groups or skillsets of agents transfer out of the system leave a message and hear announcements or informative messages You set up and operate Call Center through CallPilot Manager the web based interface and from a telephone If you use the CallPilot 100 150 system you can set up and administer some Call Center functionality from a two line display telephone Professional
64. 10 31 Master Client Address 166 Memory button indicator 28 29 165 171 programming 28 29 Message Waiting Indication determining extension 60 extension 211 Message Waiting Indication extension 42 Messages copying 73 deleted retrieving 75 deleting 73 76 erasing 73 76 external 77 79 forwarding 76 internal 77 minimum recording length 77 Off premise Message Notification 81 playing envelope CallPilot interface 76 envelope Norstar Voice Mail 73 next CallPilot 75 next Norstar Voice Mail 74 pausing 74 previous CallPilot 75 previous Norstar Voice Mail 74 rewinding 73 75 skipping forward 74 75 skipping toend 73 quitting 74 replaying 74 replying CallPilot 76 77 replying Norstar Voice Mail 74 77 saving 74 silence timeout 77 skillset mailbox 59 Method of Call Distribution 42 211 Monitoring agent calls 171 call activity about 171 example of monitoring 177 logging on to monitor agents 173 Primary alert time 165 Secondary alert 165 Silent Monitor 171 skillsets 177 tips 172 Monitoring agents 55 171 Multimedia Call Center 11 32 CLID DNIS Routing 46 Multimedia calls 32 MWI extension 211 N Name skillset 212 skillset mailbox 61 Nortel Networks Call Center Set Up and Operation Guide 216 Index Night mode skillset 112 Night Routing Table example 146 Norstar Voice Mail mailbox interface 26 Notification Off premise Message Notification 81 Number Control DN 29 skillset mailbox
65. 188 to a pager number 89 listening to messages 72 to a telephone number 84 Message Waiting Indication extension 60 to an extension number 87 messages 72 skillset parameters 43 messages waiting 211 Silent Monitor 55 171 number 40 59 60 opening 62 Silent monitor Companion sets 175 conference bridges 175 conference calls 175 IP telephones 175 ISDN sets 175 on hold calls 175 transferred calls 175 opening remotely 63 password 61 64 password changing 64 resetting password 65 retrieving messages 72 setting up 59 tips 186 188 Skillset parameters Skillset Control Directory Number CDN 40 24 Hour Service mode 112 Delay answer 209 about 39 Message Waiting Indication extension 211 eS Method of Call Distribution 211 assigning hours of operation 140 setting up 43 Break Time 42 Skillset name 212 Control DNs 40 Day mode 112 Skillset attendant extension 42 default mode 112 Skipping forward in messages 74 75 Delay Answer 42 Skipping forward to end of messages 73 disabling a7 Software Authorization Codes 18 DNs 40 enabling 56 193 Steps Routing Table 131 how calls are received 39 Supervisor functionality 13 how lines are answered 39 System Administrator Feature Codes 29 language preference 42 maximum greeting length 187 T Message Waiting Indication extension 42 Table Routing Table 123 Method of Call Distribution 42 Telephove SPA TIAN line display 23 name 41 212 nighttode 112 system timeout 23 problem
66. 5 Recording EWT greetings ces ceceie eee bw eee eee eS eda ee ee Sd cerise Ee ee 126 Examples of EWT greeting cnc ciency gee ee hadley kad sitis Kot SE eY waa 126 Sektngo Up an EWT Cable cccsseaguaneteeaeeet shine seeetateeesangarteaes 127 Deleting an EWT Table si steers achekea tt eegedersomiusasene ake enae 129 Changing aP EWT Tabie icin neice eee ee Rion u ed ees 130 About types of RoutingTable steps 20 naarn naana 131 Greeting step parameters 22s5 scedeeseeecaeaweseausenre eared es 132 Addnga Greeting Step ssi bic essed trar r rarae aE nia 133 Adding a Distribute for Step 6 2scccseee ee see ieee esses ee erie gheeenns 136 Nortel Networks Call Center Set Up and Operation Guide 6 Contents Adding a Goto HOP i oscccccoet ides bbexeidieasdeetedmas baseidvascues 137 PONG A WASH SED ac coseadneed eS ee heienedeekaeere Gees pare ae se 138 Adding a Disconnect Step cas cde seeks REDE PEER REE DLE RENT REL LORE RS 139 Assigning Routing Table hours of operation 0 020 c eee eee ee 140 Setting the Service Mode for skillsets 000 00 eee eee 142 Example of a Day Routing Table vcscccee denied cane erie cataedbnteuaneeeas 144 Example of a Night Routing Table 0 0 2c ee 146 Changing a Routing TANG 2 icaac226ieein cee eriei bat horeee eaneeerewe ates 147 Reviewing Routing Table steps 0 00 cece tees 147 Modifying Routing Table steps 002cceccctevcaweciwewinawncoww enw ws 147
67. 5 you can import a previously recorded greeting You cannot import a previously recorded greeting if you use CallPilot 100 150 To import a previously recorded greeting 1 O ON O 12 13 14 Start CallPilot Manager Click the Call Center heading Click the Greetings link The Call Center Greetings page appears Click the Voice link for the number of the greeting you want to record The page you can record a greeting from appears If you know the location of the greeting in the Import box type the location of the file and click the Send button or if you do not know the location of the greeting at the Import option click the Browse button and follow steps 6 through 9 The Open dialog box appears From the Look in list select the location of the file In the File name box type the file name From the Files of type list select the file type Click the Open button Click the Send button To play the greeting in the Connect to box type an extension or telephone number and click the Play button Your telephone rings Answer the phone to listen to the greeting Click the Save button to save the greeting The greeting you save replaces the previously recorded greeting Click the Close button and replace the telephone handset Nortel Networks Call Center Set Up and Operation Guide 110 Chapter 8 Recording Call Center Greetings Exporting a Call Center greeting If you use Professional Call Center on
68. 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 P0605665 02 Chapter 5 Setting up skillsets 49 If you have Multimedia Call Center enabled and you want to assign routing to Multimedia Call Center calls select the Voice Button check box If you select the Voice Button check box you can enter a CLID ANI number but you must leave the Line box and the DNIS box blank 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 the Submit button Changing a CLID DNIS Route You can change the type of routing that applies to a CLID DNIS call If you want to change the type of call the routing applies to you must
69. Action Commands Add Close P0605665 02 Chapter 11 Creating Caller Input Rules 151 8 10 Click the Add button The Match Rule Setup page appears Match Rule Setup Rule Table 1 Match String Action C Send to Skillset Mailbox Transfer to Extension i Transfer to Mailbox Transfer to External Outdial Method line gt LinePool Transfer to Auto Attendant None gt Greeting Table Select None for default 44 prompt Transfer to Operator Change Call Priority Only New Call Priority No Change gt Submit Cancel In the Match String box type the string you want to match You can use and as wildcard characters For information on using wildcard characters refer to Using wildcard characters on page 133 Select an action for how you want to route the call e 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 e if you want to transfer the call to the skillset mailbox select Send to Skillset Mailbox e 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 e if you want to t
70. Business Communications Manager 3 5 you can export a previously recorded greeting to a computer file in WAV or in its native format You cannot export a previously recorded greeting if you use CallPilot 100 150 Export the greeting in its native format if you want to re import the file later You can re import the file to your system or another Call Center or CallPilot system Export the file in its native format if you want to use the same greetings at different company locations If you keep the file in its native format you avoid converting the file to another format which can lessen its sound quality Export the greeting in WAV format if you want to edit the sound file on your computer To export a previously recorded greeting Start CallPilot Manager Click the Call Center heading Click the Greetings link The Call 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 the OK button The Save As dialog box appears 7 From the Save in list box navigate to where you want to save the file and click the Save button P0605665 02 111 Chapter 9 Setting up Intelligent Routing About Intelligent routing Intelligent routing gives you tremendous flexibility in co
71. Center Set Up and Operation Guide 102 Chapter 7 Off premise Message Notification Deleting a destination number If you have more than one destination number for Off premise Message Notification you can delete a destination To delete a destination number 1 2 Med notify 3 ADMIN SELECT Hotiftul gt CHHG OTHE HEST Hotit 1x DEL IHS QUIT Hotifal Mx CHHG OTHE WEST Med notify 7 ADMIN SELECT Press Q e f 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 ADMIN or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press APMIH or to set up Off premise Message Notification Press OTH if you want to delete the first destination or press HEST or to view the other destinations until you find the destination that you want to delete When you find the destination that you want to delete press OTHR Press 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 OTHF and repeat steps 4 and 5 Press to end the session P0605665 02 Chapter 7 Off
72. Check for newer versions every visit to the page e Java JIT compiler enabled on For more information about these settings refer to your web browser online Help Nortel Networks Call Center Set Up and Operation Guide 18 Chapter 2 About setting up Call Center Enabling Software Authorization Codes You enable software authorization codes to install Call Center to increase the number of agents at your call center and to enhance your call center with options such as Multimedia Call Center and Call Center Reporting To enable a software authorization code for Business Communications Manager 1 10 11 12 13 14 Point your web browser to the URL https lt IP address gt 6800 where lt IP address gt is the IP address of Business Communications Manager The Business Communications Manager Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type the supervisor user ID The default user ID is ee_admin In the Password box type the supervisor password The default password is PlsChgMe Click the Login button The Business Communications Manager screen appears Click the System key Click the Licensing heading The Licensing Setting screen appears On the Configuration menu click Add a Keycode The Applied Keycodes screen appears In the Keycode box type the number of the software authorization code for the option you want to install Click the Save b
73. Deleting Routing Table SIGS cciccccuecieewneed danedees eaue Ree PROS 148 Chapter 11 Creating Caller Input Rules 00 cece eee eee eee 149 Creating a Caller Input Rule nccccnsaxcacee cesee aces wren naw ded ease a cease 149 Usmg wildcard CHAIACIONS 5 fii dar anh Ee ee ER eae Miwa ee ee 153 An example of using Intelligent Caller Routing Advanced 153 Changing a Caller NpUtrUIS oc cace a tee eee ee eek bake eu a 155 Changing the rule length for a Caller Input Table 00004 156 Changing a Caller Input Rule 2 265cccccaavesscisauceinesaveaaveaaas 157 Deleting a Caller Input rule 2 ccesscceuc nese eens ee ted eke be ree eee ew cows 157 Clearing a Caller Input Rule Table nunn nananaa aa 157 Chapter 12 Line administration ccc ccaccccan ns bee sa RAE DEM RO ARERR RTOS 159 Setting the Answer Lines status 6 cc eevee eo eite Kee eee EE Cee es ORE ERE 159 MOULIN MOS can enw sek aE aes Kaden e ee re AecaGinahenas 160 Goniguing Several NGS 4cnud rues soar ee RSS he Rew PS Ee RRA Geese aia ed 162 Chapter 13 Setting up Call Center general properties 000eee eens 163 Assigning the Call Center language 0 0 c eee eee 163 General Call Center properties 0 00 cect ee 165 Primary and Secondary alert times 000 ccc eee 165 Messived chame is cc55 4rd gaoee ee hes doe Urten DER EERE REE 165 Master Client AGUS ics dc eoctee sade ees need dee ee EERE Eee e Ree
74. Enabling Software Authorization Codes on page 18 For more information about Call Center agents refer to the Nortel Networks Call Center Agent Guide Agent properties Agent ID Each agent is assigned a unique ID number Call Center assigns the lowest available ID number You can assign a different ID number Statistics are collected and reported for each ID number For more information on statistics refer to Monitoring call activity on page 171 and refer to the Nortel Networks Call Center Reporting Set Up and Operation Guide Agent ID is based on whether you use Basic or Professional Call Center and whether you use a CallPilot 100 150 or Business Communications Manager 3 5 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 Do not create agent names that have the same first seven characters If you use Call Center Reporting it truncates the agent name after the first seven characters and your agent names appear identical 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
75. Give the skillset mailbox passwords only to the agents who retrieve messages at your call center For security reasons choose an uncommon password not a predictable password like 1234 or 1111 If someone knows a skillset mailbox password they can access the skillset mailbox and play or delete messages They can also access CallPilot and use it fraudulently or disrupt service Changing a skillset mailbox password You can change a skillset mailbox password at any time A password must be from four to eight digits long and cannot start with zero To change a skillset mailbox password 1 Skillset name gt 2 3 Psu 4 RETRY DE J Again 5 RETRY DE J Password OK 6 7 Press RJBJEJ Follow the voice prompts or the display buttons to open the skillset mailbox The skillset mailbox name appears briefly and the recorded name plays 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 ADMIH or e Press PSWE or e Go to step 4 Enter your new mailbox password and press UF or J Re enter your new mailbox password and press OE or J This display appears briefly Press to end the session P0605665 02 Chapter 6 Setting up skillset mailboxes 65 Resetting a skillset mailbox password Note Reset a password only if the agent who accesses the skillset mailbox forgets the password
76. Guide for more information Using CallPilot Manager to set up Call Center CallPilot Manager operates on a CallPilot 100 150 or Business Communications Manager 3 5 system You access CallPilot Manager on a web browser from a computer on your network System requirements Before you use CallPilot Manager your Business Communications Manager 3 5 or CallPilot 100 150 system must be configured and Call Center must be enabled For how to enable software authorization codes for Call Center refer to Enabling Software Authorization Codes on page 18 Computer requirements The computer you use to run CallPilot Manager must have e Windows 95 or later with P133 or later CPU or compatible e 64MB RAM 10 MB disk space e Minimum screen resolution of 1024 X 768 pixels Browser requirements To use CallPilot Manager you must have e Java Virtual Machine 5 0 build 5 0 0 3188 or later e either Microsoft Internet Explorer 4 0 or later or Netscape Communicator 4 0 5 or later but not Netscape 6 0 If you use Netscape Communicator set these parameters e Enable Java on e Cached document comparison every time e If you use Netscape Communicator version 4 77 and not all the Call 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 If you use Microsoft Internet Explorer set the following parameters e
77. 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 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 Business Communications Manager 3 5 Professional 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 warnin
78. Note An agent must be logged off before you can change their information gt To change agent information Start CallPilot Manager Click the Call 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 Change the properties that you want to change for the agent Click the Submit button Repeat steps 4 and 5 for each agent you want to change Resetting an agent s password If an agent forgets their password you can reset the password back to the default value 0000 After you reset the password the agent must change their password the next time they log on To reset an agent s password 1 2 3 Log on to CallPilot Manager Click the Call Center heading Click the Agent List link The Agent List page appears Click the Reset Password link for the agent whose password you want to reset A message appears that asks you to confirm the request to reset the password Click the OK button A message appears that the agent s password is reset The agent password is set to 0000 Click the OK button Nortel Networks Call Center Set Up and Operation Guide 36 Chapter 4 Setting up Call Center agents Deleting an agent Deleting an agent removes the agent from Call 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
79. Part No P0605665 02 18 September 2003 Nortel Networks Call Center Set Up and Operation Guide NORTEL NETWORKS Nortel Networks Call Center Set Up and Operation Guide Copyright 2003 Nortel Networks All rights reserved 2003 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 NA Inc The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license The software license agreement is included in this document Trademarks NORTEL NETWORKS is a trademark of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners P0605665 02 Contents Chapter 1 About Nortel Networks Call Center 0 00 c cece eee eee eee 9 Professional and Basic Call Center 0 0 0 eee eee 9 Call Center 1SGtUITES cic cased ak Raed oe Ae an ee ee Reece ae 10 Using CallPilot call routing with Call Center 0 00000 cee eee 12 Auto Aten
80. Personalized skillset mailbox greeting plays only for a call from the specific telephone number If you record a Personalized greeting program the skillset mailbox to receive messages and choose an Alternate mailbox greeting the Personalized greeting takes precedence over any other greetings If you program the skillset mailbox not to receive messages and choose an Alternate mailbox greeting the Alternate mailbox greeting takes precedence over any other greeting including Personalized mailbox greetings In the Personalized skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory For example Hi John You have reached the Sales Department at Bridgestone Computers At the sound of the tone please leave your order One of our agents will return your call if you need to speak to someone directly Thank you To record a Personalized skillset mailbox greeting 1 Press eJeJEJ 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 ADMIH or e Press GREET or e Go to step 4 Greeting options 4 Press REC or i REC CHOOSE CFWD Greeting 5 Press FERS or 8 J to record a Personalized greeti
81. a Call Center enabled Accepted Call Types does not appear For more information on Multimedia Call Center refer to the Multimedia Call Center Set Up and Operation Guide Priority If you use Basic Call Center assign a priority to the agent 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 refer to Method on page 42 In addition to these agent properties if you use Professional Call Center you can assign agents Dynamic Priority when you assign them to a skillset For more information refer to Dynamic Agent Priority on page 51 P0605665 02 Chapter 4 Setting up Call Center agents 33 Adding an agent or a supervisor You can use the table Call Center agents on page 200 to record the agents you add To add an agent 1 2 3 4 9 10 11 12 Start CallPilot Manager Click the Call Center heading Click the Agent List link The Call Center Agent List appears Agent List ID Name Super AutoAns Commands 1 Agent No Yes ae Change ee r Sams mo ime cn p EEA Add Click the Add button The Add Agent page appears Add Agent Agent ID Name Supervisor Automatic Answer Missed Call Option Make Not Ready Return To Skillset
82. ae 166 Supervisor Help Request Timeout 2 0000 eee 166 Selection Method Supervisor Help From 0 000 cee eee eee eae 166 Enable Galeri scacecetdsaeeos reas ibiedcdes rora oRbeedtackedad 166 Setting up general Call Center properties 20 0 ccc eee 167 System Configuration Report 0 000 tee 169 Chapter 14 Monitoring Call Center call activity 200 eee eee eee 171 Montormg cal aciivily as cone ee sce a dee ls as dn erin aL aa a ey lice a eee 171 Monitoring agent calls with Silent Monitor 0000 cece eee ee 171 P0605665 02 Contents 7 Using Silent Monitor with Answer DN 000000 eee eee eee 172 aea e Gngodenate ei tad eee taeda na imei be nae Rea en wads 172 Logging on and monitoring agent Call a 0ccesaceeseeeees ence csaacene ees 173 An agent requests help while you are in a monitoring session 174 About monit ring sessions 22 5 ces ccecwedidc dues oaks beans ewed Chew Seed 175 Monitoring SUBS gic j nce sc hdopaee ERMA ARe HES ERASE MD Ade pale bem 176 VMOU SNES vse y ded areri Rahs PROs dees Ueda ys ewes Gees gees 176 An example of monitoring skillsets 0 0 0 cee eee eee 177 Using a memory button to monitor calls waiting in skillsets 177 Taking some Not Ready time ausnaauua n naaaua nnana 178 Ueno NOREA sic usu nous iodseoteued snot EA eE 178 Programming Not Ready to a memory button 0 0 00 ee
83. ains 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 call center go to skillset 1 The Administrator wants to ensure that lower priority calls do not wait in a skillset indefinitely If a call waits for 2 minutes or more a higher priority is assigned to the call The Call Center Administrator e selects the 24 Hour Service mode e sets the timer for 2 minutes 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 Nortel Networks Call Center Set Up and Operation Guide 114 Chapter 9 Setting up Intelligent Routing Example 3 In this example calls to the call 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 ori
84. all Center Create Agent List Create Add Many Agents Skillset List Create General Properties Create Greetings Caller Input Rules aeae CLIDDNIS Routing Table Create Expected Wait Time Table Create Create Reports Create Create Configuration Create Create reate Operations 3 Click the Create link The EWT Greeting Table page appears EWT Greeting Table Expected Wait Time Table ID 8 No Wait Time Interval Greeting ID Commands 1 Up To 00 00 04 14 Change Delete 2 Up To 00 20 00 10 Change Delete 3 Up To 00 30 00 10 Change Delete 4 Up To 00 50 00 11 Change Delete 5 Up To 01 00 00 S2 Change Delete Add After all times above Change This table is incomplete and cannot be used by a BAT greeting step if the After all times above greeting is not entered Close Nortel Networks Call Center Set Up and Operation Guide 128 Chapter 10 Setting up Routing Tables 4 Click the Add button The Wait Time Interval page appears N EL home b Wait Time Interval Table ID 1 Wait Time Interval 01 59 59 hhanmess Greeting ID 1 150 Submit Cancel 5 Inthe 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 wa
85. all calls that have a higher priority are handled before lower priority calls no matter how long the lower priority calls are waiting For an example of using Intelligent Overflow Routing to control call priority see Example 2 on page 113 Delegated access to Call Center You or the System Administrator can create a password to give a supervisor access to Call Center administration Multimedia Call Center If you have Multimedia Call Center enabled agents can have multimedia sessions with callers Callers click an HTML link to connect to the call center s CallPilot Manager CallPilot Manager is a web based interface you can use to administer CallPilot and Call 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 Call Center Reporting You can generate the System Configuration report to view Call Center settings If you have Call Center Reporting enabled you can view real time statistics and comprehensive management information about the day to day performance of your call center Nortel Networks Call Center Set Up and Operation Guide 12 Chapter 1 About Nortel Networks Call Center Using CallPilot call routing with Call Center CallPilot is a versatile business communications tool that you can use to e answer incoming calls e offer callers a se
86. alls to the call center go to skillset 1 which is the company s order desk Skillset 1 agents are the company s experienced sales agents If no agents are logged on to skillset 1 and if the call is not answered by an agent within two and a half minutes the call overflows to skillset 2 Skillset 2 agents are the company s less experienced sales agents The Call 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 P0605665 02 Chapter 9 Setting up Intelligent Routing 117 Example 8 In this example calls to the call 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 Call Center Administrator creates two rules In the first rule the Call 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
87. and Basic Call Center Basic Call Center and Professional Call Center are available The table A comparison of Basic and Professional Call Center on page 13 shows the differences between them You can use Basic Call Center on a CallPilot 100 150 system You can use Basic or Professional Call Center on a Business Communications Manager 3 5 system Nortel Networks Call Center Set Up and Operation Guide 10 Chapter 1 About Nortel Networks Call Center Call Center features Call Center has many features that give your call center advanced and flexible call handling Intelligent Routing Intelligent Routing gives you advanced methods for routing calls through your call center How calls are directed is based on various input conditions Intelligent CLID DNIS Routing e is the ability to route calls according to CLID ANI DNIS ISDN Calling Number e is applied when calls first enter the Call Center e is available if you use Professional Call 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 plus the ability to create rules that route calls to other skillsets and locations depending on the caller input e is ava
88. any telephone on the system Call 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 Call 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 Call 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 mes
89. 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 RoutingTable 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 Call Center will recognize the Service Mode as Day Afterwards if you and add a Night Routing Table Call Center still recognizes the Service Mode as Day You must set the Service Mode to Auto to get Call Center to function in the Auto Service Mode To set the Service Mode for a skillset Psi RETRY 1 Press J9 8 2 Ok Enter the default Operator password 6 7 8 7 2 6 7 Op
90. art time SLorsshor timer 10 Press CHNG or 1 to change the stop time CHHG HEST r press NEXT or to accept the stop time ee tyretnew 11 If you want to change message notification Acta oe press CHHG or if you want to be notified only when the skillset mailbox receives an urgent message Press DE or f Msg notify 12 Press to end the session ACMIM SELECT Nortel Networks Call Center Set Up and Operation Guide 100 Chapter 7 Off premise Message Notification To change the destination from phone or extension to pager 1 2 Med notify 3 ADMIN SELECT Hotifyicx gt 4 CHHG MET Destination 5 PHOHE EAT PAGER Pager 6 RETR Ok EE 7 ALC OK Press e t 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 ADMIN or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press APMIH 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 ch
91. ation Guide 14 Chapter 1 About Nortel Networks Call Center Features Basic Call Center for Professional Call Center Basic Call Center for CallPilot 100 150 for Business Business Communications Communications Manager 3 5 Manager 3 5 Intelligent Caller Input Routing Advanced the ability to route a call based on multi digit fixed or Not available Available Not available variable strings Delegated Call Center Administration the System Administrator can create a password to give a Call Center Available Available Available Administrator or supervisor access to Call Center administration Intelligent Overflow Routing rules you create to overflow change the priority of and move calls to multiple skillsets a Available Available Available skillset mailbox an internal or external number a mailbox the Auto Attendant or an operator Intelligent CLID DNIS Routing Not available Available Not available Overflow rules per skillset 20 20 20 Overflow skillsets 1 49 1 Service Mode you specify the start and end times for the day F and night skillset for each day of Available Available Available the week Limited Feature 983 telephone Available Not available Not available administration CallPilot Manager Available with Call Center Professional Must be Available enabled with the Software Available Authorization Code with the Call Center Professional Upgrade Call Center Reporting Enabled w
92. ber and how many agents are currently logged on to the skillset 1 10 calls the skillset number and the number of calls waiting in the skillset 1 wait 9 45 the skillset number and the longest time a call has been waiting in the skillset Display Waiting Calls lets you know when a skillset in your call center gets very busy You can then ask qualified agents to log on to the busy skillset To monitor skillsets 1 Press 9 f0 The skillset display for skillset 1 appears On a one line display telephone press On a two line display telephone press To or GOTO enter the number of the skillset you want to monitor or SKILL monitor the next enabled skillset or 6 BJ or 6 or HEXT go to the next skillset 4 or PREM go to the previous menu go to the next menu cancel the session e Le exit P0605665 02 Chapter 14 Monitoring Call Center call activity 177 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 En 1 Enabled SKILL HEST 1i 7 agents SKILL HEST it2calls SKILL HEST J li wait 4 44 SE ILL MEST J 1 Press JQ OJEJ Press HET to monitor skillset 1 In this exampl
93. box is a Mailbox node in a CCR Tree press the one digit number and you automatically transfer to the skillset mailbox or Call an Operator receptionist or subscriber and ask them to transfer you to the skillset mailbox number using eJeJE After you reach the skillset mailbox press during the greeting to open the skillset mailbox If you are in Europe or Australia press B 8 J At the voice prompt enter the skillset mailbox number and password and press f Follow the voice prompts To open a skillset mailbox directly from an outside telephone Follow either procedure to open a skillset mailbox remotely 1 2 Call a telephone line that is answered by the Automated Attendant Press during the Automated Attendant Menu prompt If you are in Europe or Australia press 8 8 J Enter the skillset mailbox number and password and then press Follow the voice prompts or Call your own extension number Press during your personal greeting If you are in Europe or Australia press 8 8 J Enter the skillset mailbox number and password and then press J Follow the voice prompts Nortel Networks Call Center Set Up and Operation Guide 64 Chapter 6 Setting up skillset mailboxes 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 202
94. center or for just the calls waiting in skillsets that you are logged on to If a call exceeds the Primary alert time e amemory button indicator programmed with Display Waiting Calls CJ QJ 0 QJ flashes slowly R OJEJ flashes based on the status of all the calls in the call center e amemory button indicator programmed with Agent Login C J RJ 0 4 flashes slowly _ Q 0 4 flashes based on the status of the calls for the skillsets an agent is logged on to If a call exceeds the Secondary alert time e amemory button indicator programmed with Display Waiting Calls C _ 9 0 9 flashes quickly Ce J 9 0 J flashes based on the status of all the calls in the call center e amemory button indicator programmed with Agent Login Ce J 0J 4 flashes quickly Je 0 4 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 For how to program a memory button refer to Programming a memory button with a Feature Code on page 28 Note Agents do not have to be logged on to see the Display Waiting Calls memory button flashing A me
95. change the start time or press HEST or to accept the start time Press CHHG or to change the stop time or press HEXT or to accept the stop time Press CHHG or to change the message type to urgent Press OF 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 Press to end the session Nortel Networks Call Center Set Up and Operation Guide 96 Chapter 7 Off premise Message Notification To change the destination from phone to another destination Meg notify ADMIH SELECT Hotify Phone CHHG HEMT Destination PHOHE ExT PAGER lt x RETRY DE Accert srs RETRY DE Hotifuics gt CHHG HEMT More dest VES HO Press Q e t 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 ADMIN or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press APMIH or to set up Off premise Message Notification Press CHHG or to change the destination Press FHOME or to choose another phone number destination o
96. create a new route in the CLID DNIS Routing Table To change a CLID DNIS Route Start CallPilot Manager Click the Call 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 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 the Submit button Nortel Networks Call Center Set Up and Operation Guide 50 Chapter 5 Setting up skillsets Deleting a CLID DNIS Route 1 Start CallPilot Manager Click the Call Center heading Click the CLID DNIS Routing Table link The Intelligent CLID DNIS Routing page appears 4 Click the Delete link for the route you want to delete The routing is removed from the CLID DNIS Routing Table P0605665
97. d Supervisors 29 Feature Codes used by Call Center agents 0000 e eee eee eee 30 Agent Featire COWES lt lt icscscebieivkatebiate datibsee etnias eedes 30 Chapter 4 Setting up Call Center agents 0 0 e eee eee 31 AbGut adding BGEGMS 2i0804 444 4544445444 4 SAKA ASE ORES eee eee 31 AGEM POPEMES ccccccacacacacadadacecaaresdacssasadacacesedonaaas 3i Adding an agent or a SUPSIVIEO chi vedere acess cere eds epia nna E ee 33 Adding more than one agent occ oases cee ad een ed ead rsd ikt srr dirire stasis 34 CHANGING AUS INO terrere irra inomia naie EE E 4 35 Resetting an agent s password 0 00 cece eee 35 Doro SN INL ered Sacks rier a a heat e ba AS aati a OE ean aa aes 36 Forcing AN Age oh ieeeaniei A eee awh ie eRe ES Reet eee aes 37 Nortel Networks Call Center Set Up and Operation Guide 4 Contents Chapter 5 Seting UP Skillets 2205 scckdude st eee recs ddew de cdsen stwneee ences 39 ere E le r E E CAaets ROTO REELS pas Rees eae 39 How incoming calls are sent toa skillset 0 0 20 0 eee eee 39 MUNSEL MO PEIUED crcr takini iee Bas hak E a a bika a iach anatie 40 Setting up or changing a skillset lt eiscaeeicscesichsrddsae deal sbeineeiads 43 Seung Up DID TOURNO 2222 2405e4er lt eeacede eaa O E E Rare E ade 45 Setting up CLID DNIS Routing lt cccsviwasdd iv ase asetvesiedereseeevinnese 46 Examples of using CLID DNIS Routing 0 000 eee eee eee 46 CLID DNIS Routing
98. d the programming for the skillset This includes the general properties the assigned agents and the routing table information To unconfigure a skillset 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears 4 Click the Unconfigure link for the skillset you want to unconfigure A message appears that asks you to confirm the request to unconfigure the skillset 5 Click the OK button The programming for the skillset is removed from the Skillset List page P0605665 02 59 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 refer to Determining a skillset mailbox
99. dan dati d 4 ehh ee Ae eae Sie Sad Wek 12 Luster Call Routing COR 20 2002 lt 640 0bsbtistiisediiededishesaneds 12 A comparison of Basic and Professional Call Center 0 000 ce ee eeee 13 Call Center maximum capacities unana uaaa 15 Related documonNE osarete nerne a a a r N 15 POW Oe hil iccnerhebem edge ae Ghe ge ind picts pyehee aces PORE MGS s 16 Chapter 2 About setting up Call Center 200 c eee eee eee eee 17 Using CallPilot Manager to set up Call Center 0 0 00 17 Enabling Software Authorization Codes 0 ccc eens 18 About the CallPilot Manager interface 0 000 cee ee 21 OVSE UMEO au Jib od WAN RA ARREARS ke VERDE R CBRL we 21 Call Center password ACCESS 1 teeta 22 Setting up Call Center from a two line display telephone 4 23 Oyle MeDUE ac cacticcaetcasteaei caged L set Sethe er ieans boas awake 23 Using the dapat 2s c0cccsccacaw ee eed onanan Ge ke aN ae ee eR 24 Symbols and conventions used in this guide 0 000 cee eee ees 25 Aboul iclephone DUNONS ucadsoielicveeuSeehadnese beret hradeakaks babes bat 25 Checking which telephone mailbox interface you use 0 0 00 26 Chapter 3 Using Feature 0d0 4 ccccccrctvcreeeets stews che esedavees cased 27 Pee ee EE ceed N acide haan dw aie a Gabe E bende aided ote 27 Programming a memory button with a Feature Code 00 eee 28 Feature Codes used by Call Center Administrator an
100. de 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 e oj Agents who answer calls only during peak call periods can use Display Waiting Calls to see which skillsets have the most call activity Supervisor Help e oe requests help from a supervisor not available on CallPilot 100 150 session Note While you are using a feature if you press the Feature button your present feature session ends Do not press unless you want to end your current feature P0605665 02 31 Chapter 4 Setting up Call Center agents Agents handle the calls in your call center Supervisors are agents with additional capabilities Supervisors can change their own password and monitor calls between agents and callers About adding agents Before you can add agents to your Call Center you must purchase and enable a Software Authorization Code for the number of agents that you want to add The number of agents you can add to your call center is determined by the number of agents the Software Authorization Code enables For how to enable a Software Authorization Code refer to
101. dministrator sets up and manages the day to day operation of a call center The Call Center Administrator monitors the overall performance of the call 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 handling capabilities CallPilot includes voicemail Auto Attendant Custom Call Routing and Fax Answering features CallPilot also has optional features such as Fax Call 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 Channel A channel is the voice path that Call Center uses to play greetings
102. e skillset 1 is enabled and appears on the display first If skillset 1 is not enabled press HEXT to go to skillset 2 To monitor the next skillset press SKILL at any time The display shows the number of agents logged on to skillset 1 Press MEAT The display shows the calls that are currently waiting to be answered by agents in skillset 1 Press HEAT The display shows that the call waiting the longest in skillset 1 has been waiting for four minutes Press 4 to end the session or press HET to monitor skillset 2 Using a memory button to monitor calls waiting in skillsets Program a memory button with Q 0 to view the status of all skillsets including the skillsets that you are logged on to If the memory button you choose has an indicator the indicator shows information for the calls for the skillset that you are logged on to For how to program an memory button refer to Programming a memory button with a Feature Code on page 28 e Ifthe indicator is off all of the calls are within the acceptable wait time e If the indicator is flashing slowly at least one call has exceeded the first alert time e Ifthe indicator is flashing quickly at least one call in the skillset has exceeded the second alert time For information on setting what the wait times are refer to Setting up general Call Center properties on page 167 For information on Primary and Secondary alert times refer to Primary and Seco
103. e Answer Lines status The Answer Lines status determines whether Call Center answers the assigned lines If the Answer Line status is set to Yes Call Center answers the lines assigned as Call Center and CallPilot answers the lines assigned as AA If the Answer Line status is set to No neither Call Center nor CallPilot answers lines To set the Answer Lines status Psd 1 Press RJ BJBJ RETRY Ok Enter the Operator password and then press OK Choose option 2 Press OPER OPER MODE Atdt avail 3 Press HEST CHHG HEST Business openi H 4 Press HET CHHG HEST J Answer lines H 5 Press CHHG CHHG NEST 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 Nortel Networks Call Center Set Up and Operation Guide 160 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 Note Target lines that are assigned to a B2 skillset cannot have their DN EJ programmed as the Control DN of the skillset This is restricted by the software The recommended setting for these lines is blank For information on how to program the prime extension refer to the Business Communications Manager Programming Operations Guide or the Norstar System
104. e call When you end your call you can press GBS to reenter the monitoring session with the agent Making a call while monitoring If you make a call while you are monitoring an agent the monitoring session ends and you must begin monitoring using 8 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
105. e eee 178 LOINC GN cn keel ene eke tole Reh tee aia wh enone ak eee ates Meee ts 179 Changing your supervisor password sesse asaras raa ee 179 Super a GN eenen e erated hes i k d ei td heals E de E 180 How Supervisar Help works sissrssisaioriersisior tisa datini dte eae ds 180 Configuring Supervisor Help speri resisiidiitii titt ait denkin ritis 182 How to handle Supervisor help requests ananuna annaa 182 How to handle missed requestS 02 0 c eee eee 183 An example of retrieving an escalated request 0 2 c cece ee eee 183 Chapter 15 Tips for operating Call Center 0 00 ee eee eee 185 Agent administrator 22h24skcbeekere kode weber hedeodadieKaeveeee ees 185 SKUlESt SUMNMENANON viacdsuseneieeeeee es eoeee sere peren eum sane ans 185 Call Center greetings coud cask kekd open awiwed ken Sabu wees Oeae 185 Routing Table administration wis 6 be foes oe eee Ge bee Ree aed 186 Call Center general parameters 000 00 cect tees 186 How to calculate the longest time a caller can be onhold 187 Tips to improve the efficiency of Call Center 0 0000 e eee eee 188 Chapter 16 Troubleshooting Call Center 000 e eee eee eee 189 Resetting passwords ccsisecevetagetuget bee eevee seters dearer erasa 189 Resetting the Operator password 00 00 e cece eee 189 Resetting the Call Center Administrator password 20 0000 190 FOS OMNIS bie ee
106. e tone and the 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 Call Center starts a Silent Monitor session between the supervisor and the agent P0605665 02 Chapter 14 Monitoring Call Center call activity 181 If the supervisor denies or ignores a help request the request is escalated The o 6 indicator flashes quickly on the sets of all supervisors who are notified of the escalated request Active escalated requests take precedence over missed requests so the Supervisor Help LCD indicator does not flash slowly if there are active requests that have not been accepted An escalated request goes to supervisors as follows No supervisors are available the request escalates to all potential supervisors If escalation is system wide a potential supervisor is any logged on supervisor If escalation is skillset based a potential supervisor is one who is logged onto the requesting agent s skillsets The request is denied by the the request escalates to all potential supervisors except for the selected selected supervisor supervisor unless the selected supervisor is the only potential supervisor The request is ignored the request escalates to all potential supervisors Agents can request Supervisor Help only if they are on an active Call Center call They cannot use Supervisor Help if they are n
107. ears Click the Reset Operator Password check box Click the Submit button The password is reset to 6 7 8 J 7 2 8 6 7 Operator Nortel Networks Call Center Set Up and Operation Guide 190 Chapter 16 Troubleshooting Call Center To reset the Operator password using a phone Set xxx HET Psd RETRY DK Reset Pswd VES HO Exit Press JR 8 6 Press 7 J In this example represents the CDN for skillset 1 Enter 7 JBJZTI GIBCO eI8 Resetoperpswd and press OK Press WES The session ends The Operator password is now reset to Obj ejejesz Operator Resetting the Call Center Administrator password You can reset the Call Center Administrator password if it is lost or forgotten To reset the Call Center Administrator password using CallPilot Manager For how to reset the Call Center Administrator password refer to Call Center password access on page 22 P0605665 02 Chapter 16 Troubleshooting Call Center 191 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 anothe
108. eave a message e an announcement of a sale e product lists e upcoming special events The table A comparison of Basic and Professional Call Center on page 13 shows how many greetings you can record depending on which Call Center you use You can record greeting numbers and information in Call Center Greetings on page 198 Examples of Call Center greetings You can record different types of greetings for Call 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 return your call Please wait greeting Please wait greetings encourage callers to stay on the line All our agents at Bridgestone Computers are currently busy but please hold as your call is very important to us Information greeting An information greeting provides messag
109. eebneiesiunseies eis ete ten eae taeda ade 191 Agent log ON problems 226 ceed ices bewead oes oki delete nad E 191 Important considerations about how agents use features 191 Skillset OTN Ss tcdg Sis ooh ute ga ase tickle Sibele dk A a E tied be ue Sense Seo bade 193 Problems enabling skillgets 24 cacccckeeeeieeeineaedeeeeninese eens 193 Problems changing skillset properties 0000 cece eee eee 193 Problems viewing skillset settings 00 0 eee eee eee 193 Problems transferring calls to the voicemail extension 0 193 Call processing problems 22 03 c40ccc eseeoseseed id peednaeaesiewevaed 194 Nortel Networks Call Center Set Up and Operation Guide 8 Contents Chapter 17 Call Center Programming Record 2 00eeee eee eee eee 195 Peeve E e 2 u Aa E E hte aise Fepee eee nea See Tene 196 General Call Center properties 0000 ee 196 Ope rator Business Status cdc cia ceded a nw Ge ued bud eased 196 all Cemer ske cei dad ccuheuee ceed ai eee vhs Seed de segue 197 Call Center Greslings 122 s655c4ee S4oinde tse dei iti RAA wesneodaxeeed 198 Intelligent Overtiow Routing cc cccceese dd ee eews Ge Kae eese Sia eae a eee ew oe 199 Call Center agens a j cncosmr tc mde derek reet erene ee EES Mee OEE RE 200 Skillset ASSNMNeNs ssc 3 ceca ealeweake een bea whee E ou hew vane 201 Skillset MalDOXSS sca ie ae phe Sache aeS Ee en Se ENA E RIE aR ERR ee Rue ees 2
110. eir calls including their personal calls Tell agents that if they make a call that they 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 9 0 6 and then press the 9 0 memory button to monitor calls If the memory button you choose has an indicator the indicator shows your log on status You do not have Call Center calls sent to you while you use 2 0J6 Nortel Networks Call Center Set Up and Operation Guide 172 Chapter 14 Monitoring Call Center call activity Using Silent Monitor with Answer DN If you have an Answer DN programmed for your main telephone and you are using Silent Monitor from your main telephone the telephone that you have programmed as your Answer DN telephone rings briefly when you monitor an agent who is not on a call and the agent answers or places a call you start to monitor an agent who is on an active call you monitor an agent who puts a call on hold and answers another call or unholds the original call Monitoring tips More than one supervisor can log on to the same skillset An agent can be monitored by only one supervisor at a time While you are on a call do not initiate a monitoring session You must use a two line display telephone Use a headset rather than handsfree when you monitor calls This ensures call privacy and reduces the office noise level Check the documentation for you
111. 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 contains Flash animations they must tell the caller to display the page by for example clicking the Next button or telling them what item to click on the page to display the next page P0605665 02 Chapter 16 Troubleshooting Call Center 193 Skillset problems Problems enabling skillsets Make sure that skillsets are assigned a valid CDN before you enable them If you cannot enable a skillset make sure you assigned it a valid CDN For information about skillset CDNs refer to Control DN on page 40 Problems changing skillset properties If you cannot change a skillset s properties there are two possible reasons e The call center skillset is enabled You must disable the call 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 60 for how to determine a skillset s extension number 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 List page appears
112. enter Set Up and Operation Guide 16 Chapter 1 About Nortel Networks Call Center How to get help USA and Canada Authorized Distributors Technical Support Telephone 1 800 4NORTEL 1 800 466 7835 If you already have a PIN Code you can enter Express Routing Code ERC 196 If you do not yet have a PIN Code or for general questions and first line support you can enter ERC 338 Website http www nortelnetworks com support Presales Support CSAN Telephone 1 800 4NORTEL 1 800 466 7835 Use Express Routing Code ERC 1063 EMEA Europe Middle East Africa Technical Support CTAS Telephone 00800 800 89009 Fax 44 191 555 7980 email emeahelp nortelnetworks com CALA Caribbean amp Latin America Technical Support Telephone 1 954 858 7777 email csrmgmt nortelnetworks com APAC Asia Pacific Technical Support Telephone 61 388664627 Fax 61 388664644 email asia_support nortelnetworks com P0605665 02 17 Chapter 2 About setting up Call Center You can set up Call 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 Call Center tasks such as initializing skillset mailboxes you must use a phone If you use Basic Call Center on CallPilot 100 150 you can do many Call Center tasks from a phone Refer to the CallPilot 100 150 Call Center Telephone Administration
113. enu appears To start CallPilot Manager on CallPilot 100 150 1 Point your web browser to https lt IP address gt CallPilotManager Where lt IP address gt is the IP address of the CallPilot 150 For information about the IP address ask your network administrator The Administration Login screen appears In the Password box type the System Administrator password Click the Submit button The CallPilot Manager Main Menu appears P0605665 02 Chapter 2 About setting up Call Center 21 About the CallPilot Manager interface NORTEL NETWORKS Mailbox Administration Auto Attendant 2 Custom Call Routing Headings expand and display thei links when you click them Networking Call Center Reports Configuration System Properties Dialing Translation Properties Dialing Translation Table Switch Properties Fax Properties System timeout Quits CallPilot Manager Returns to the Main page Opens online Help Main Menu Add Mailbox Change Delete Mailbox Group List Administration System Properties Operator Settings Logout Click a link to display its page in the right frame 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 Call Cen
114. er RETRY Hore dest YES HO Start start timer CHHG TA Storstor timer CHHG HEST J 10 11 12 13 15 Press OF 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 OE 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 PH or 2 Press OF 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 B 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 to accept the start time that you entered or press CHNG or 1 to change the start time Press HEYT or to accept the stop time that you entered or press EHHG or 1 to change the stop time Nortel Networks Call Center Set Up and Operation Guide 86 Chapter 7 Off premise Message Notification M59 ture new 16 Press OK or f if you want to be notified when the skillset mailbox ae De rece
115. er 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 Call Center general parameters e Do not assign all the available voice channels as reserved channels Call Center can use any voice channel but reserved channels are never used by voicemail e A reserved or voice channel is used when aCall Center greeting is played to a caller Off premise Message Notification notifies you of a message in a skillset mailbox P0605665 02 Chapter 15 Tips for operating Call Center 187 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 masimu cais 1 X maximum greeting length voice channels where e wait time is the longest time in seconds that a caller can be on hold without hearing a greeting e maximum calls is the maximum number of calls that Call Center can normally handle Inacall center where external calls are not transferred or forwarded to Call Center the maximum number of calls is the same as the number of lines programmed to be answered by Call Center Inacall center where external calls are frequently tra
116. er heading Click the Skillset List link The Skillset List page appears 4 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 5 Click the Close button to return to the Skillset List page Note For information about monitoring agents and skillsets refer to Monitoring Call Center call activity on page 171 Nortel Networks Call Center Set Up and Operation Guide 56 Chapter 5 Setting up skillsets Enabling a skillset After you set up a skillset the skillset is disabled until you enable it Before you can enable a skillset you must set up the skillset with a valid Control DN For information refer to Setting up or changing a skillset on page 43 initialize the skillset mailbox For information refer to Initializing a skillset mailbox on page 61 record skillset mailbox greetings For information refer to Recording skillset mailbox greetings on page 66 set up the Day and Night Routing Tables For information refer to Example of a Day Routing Table on page 144 To enable a skillset 1 Start CallPilot Manager Click the Call 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
117. erator and press QE or if you changed the default Operator password enter the new password and press OK Choose option OPER 2 Press MODE MODE CC Service 3 This display appears briefly P0605665 02 Chapter 10 Setting up Routing Tables 143 Mode 1 Auto CHHG MIEW HET Mode 2 Das CHHG HET 4 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 HEST 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 Call Center you have 2 skillsets If you use Professional Call Center you have 50 skillsets Ifyou want to view a skillset from 1 9 enter the skillset number and then press OE Ifyou want to view a skillset from 10 50 just enter the number of the skillset Ifyou want to return to the previous display press QUIT Ifyou want to re enter the skillset number press RETR 7 to view the previous skillset e B 6 J or HEYT to view
118. erator password on page 189 Display Waiting Calls Skillset Status e view real time status information about skillsets You can see how busy your call center is so that you can adjust skillset staffing eJ 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 the this feature program a memory button that has an indicator with Ce J EJ 0 QJ Refer to Programming a memory button with a Feature Code on page 28 Log on Log off lt dleqenichen 2 O 4 l Monitor agenta e lets you monitor agents RJOJE J Supervisor help DoE e lets you take agents help requests not available on CallPilot 100 150 Not Ready e extend a Break Time period if agents need time after calls to do paperwork or e 0 B wrap up tasks For more information about Break Time properties for a skillset refer to Break Time on page 42 Note You can use The Log on Log off and the Not Ready Feature Codes but they are used primarily by agents For information on the Feature Codes used by agents refer to Feature Codes used by Call Center agents on page 30 Note While you use a feature if you press the Feature button your present feature session gt ends Do not press unless you want to end your current feature session
119. es 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 RJB 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 Anew 4 saved PLAY REC ADMIH ie messages This is the CallPilot interface COMF MBOX Ex i 3 Press to end the session P0605665 02 27 Chapter 3 Using Feature Codes You use Feature Codes to perform Call Center functions on your telephone Feature Codes Feature Codes are assigned during installation This guide shows the default Feature Codes Call Center can also use custom Feature Codes If the default Feature Codes are used by another application your system automatically assigns custom Feature Codes If your System Administrator has assigned custom Feature Codes you can use the table Feature Codes on page 196 to record the Custom Feature Codes To determine the Feature Codes 1 Press eJ Login out 2 The display shows the name and number of the Log In Log Out HEAT Feature Code xx represents a number between 00 and 99 3 Press HET Reads Mode F9xx 4 The display shows the name and number of the Ready Mode
120. es and announcements 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 Nortel Networks Call Center Set Up and Operation Guide 106 Chapter 8 Recording Call Center Greetings Transfer greeting 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 minutes P0605665 02 Chapter 8 Recording Call Center Greetings 107 Recording a Call 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 maxim
121. example If you have a personal identification number please enter it now followed by the key Creating a Caller Input Rule Start CallPilot Manager Click the Call Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Caller Input Rules Tables Table ID Length Commands Create Create Create Create Create Create Create Create Create Create Create Create Nortel Networks Call Center Set Up and Operation Guide 150 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 the Submit button 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
122. f Basic and Professional Call Center Features Basic Call Center for Professional Call Center Basic Call Center for CallPilot 100 150 for Business Business Communications Communications Manager 3 5 Manager 3 5 Number of skillsets 2 50 2 Number of configured agents available agent IDs 20 ae 20 Number of agent priority levels 20 20 20 Dynamic agent priority levels Not available 20 Not available Number of active agents 10 80 10 Number of active calls in all 15 100 15 skillsets Maximum number of active calls 15 100 15 per skillset Number of lines that can be configured for Call Center i 190 13 Number of voice ports shared CallPilot 150 8 32 32 with CallPilot or dedicated CallPilot 100 4 Number of routing tables per 2 2 2 skillset Number of greetings 10 150 30 Number of steps per routing 20 20 20 table Number of overflow rules per 20 20 20 skillset Number of skillset mailboxes 2 50 2 Number of supervisors 10 80 10 Supervisor functionality Muted monitor Silent monitor Silent monitor including call monitoring Maximum number of simultaneous monitoring 7 7 7 sessions Caller Input Tables 50 Intelligent Caller Input Routing Basic the ability to route a call to an Operator Auto Attendant Available Available Available skillset mailbox CCR Tree or internal or external number Nortel Networks Call Center Set Up and Oper
123. ff 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 Med notify ADMIN SELECT Destination PHOME ET PAGER Fh RETRY OK lt x gt ADD OK Start Ahmar RETRY OK start timer RETRY AM Pr Press Qj e f 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 ADMIN or e Press f to open the Off premise Message Notification menu e Go to step 3 Press APMIH or to set up Off premise Message Notification Press FHOME or to choose a destination phone number Enter the destination phone number and press OK or The destination phone number cannot be longer than 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 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
124. g Record 205 Intelligent CLID DNIS Routing Type of call Line Voice Action Button CLID ANI DNIS Nortel Networks Call Center Set Up and Operation Guide 206 Chapter 17 Call Center Programming Record Line answering Line Skillset of rings 0 to 12 for Caller ID minimum 2 rings Expected Wait Time settings P0605665 02 207 Glossary AA See Automated Attendant Agent An agent is a person who is assigned to answer calls for one or more skillsets in your call center Agent ID When you add an agent Call 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 Primary or the Secondary alert time limit a programmed memory button indicator flashes A slow flash means that a call has exceeded the Primary alert time A quick flash means that a call has exceeded the Secondary alert time Attendant The attendant is the person who you assign to answer an extension number The attendant can be a receptionist operator or target attendant Automated Attendant AA The Automated Attendant is similar to an automatic answering service AA an
125. g number 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 7 Ifyou want the caller to listen to the entire message before they transfer to an agent select the Forced Play check box P0605665 02 Chapter 10 Setting up Routing Tables 135 8 At the Intelligent Caller Input Routing option select how you want callers to be able to transfer their calls Select None if you do not want callers to be able to transfer their calls 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 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 P to transfer
126. g 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 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 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 Call 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 Nortel Networks Call Center Set Up and Operation Guide 212 Glossary 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 s
127. ge appears that asks you to confirm the deletion 6 Click the OK button The rule is deleted from the Match Table list 7 Click the Close button to return to the Caller Input Rules Tables page Clearing a Caller Input Rule Table If you clear a Caller Input Rule Table you delete all the rules and rule length information from the table Nortel Networks Call Center Set Up and Operation Guide 158 Chapter 11 Creating Caller Input Rules To clear a Caller Input Rule Table 1 Start CallPilot Manager Click the Call Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears 4 Click the Clear link for the table you want to clear A message appears that asks you to confirm the deletion 5 Click the OK button P0605665 02 159 Chapter 12 Line administration Before Call Center can answer an incoming line you must assign the line to be answered by a Call Center skillset Refer to A comparison of Basic and Professional Call Center on page 13 for information on how many lines you can configure for your call center The line numbers can be any line number from 1 to 500 For each line that you want Call Center to answer you assign e the line to be answered by Call 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 206 Setting th
128. general properties 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 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 Pronunciation 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 the Submit button P0605665 02 Chapter 13 Setting up Call Center general properties 165 General Call Center properties When you set up Call Center you must assign values for the general properties The general Call 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 call
129. gent Caller Input Routing option select None Click the Submit button 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 10 Click the Distribute for option P0605665 02 Chapter 10 Setting up Routing Tables 145 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 In the Distribute for box enter the time 01 00 Click the Submit button The Distribute For step appears as step 2 in the Day Routing Table list Click the Insert link for the End step The Routing Step page appears The Greeting option is selected by default In the Greeting box type 2 At the Intelligent Caller Input Routing option select Basic The Auto Attendant Operator Skillset Mailbox and CCR check boxes are selected by default The default DTMF digits for each destination are shown Click the Submit button The Greeting step appears as step 3 in the Day Routing Table page Click the Insert link for the End step The Routing Step page appears Select the Distribute for option The default time of 00 30 is shown in the Distribute for box Click the Submit button The Distribute for step appears as step 4 in the Day Routing Table list Click the Insert link for the End step The Routing Step page appears Greeting is selected by default In the Greeting box type 3 At the Intelligent Caller Input Routi
130. gents will return your call as soon as possible Thank you You can record an Alternate greeting for each skillset mailbox Use an Alternate greeting for special circumstances In the Alternate skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory For example Season s Greetings You have reached the Sales Department at Bridgestone Computers At the sound of the tone please leave your name phone number and a brief message One of our agents will return your call when we re open on December 27 Thank you P0605665 02 Chapter 6 Setting up skillset mailboxes 67 To record a Primary or Alternate skillset mailbox greeting Skillset name gt aa oFtions REC CHOOSE CFW f Greeting PRIME ALT PERS Hot recorded Record now VES HO QUIT Record greeting RETRY OK Accert Greeting RETRY PLAY OK 1 2 3 Press i Follow the voice prompts or the display button options to open the skillset mailbox The skillset mailbox name appears briefly 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 ALMIH or e Press GREET or e Go to step 4 Press FEC or f Press FRIME or to record the Primary greeting or press ALT or to record the Alternate greeting If you are changing a greeting the current greeting
131. ginal skillset destination The Call Center Administrator e selects the Day service mode e selects the Agents not logged in check box e selects Move to Skillset as the action e selects skillset 2 Mode Conditions Action Explanation Day No Agents Move to Skillset 2 Intelligent Overflow Routing checks to see whether agents are logged on to skillset 1 but does not check the timer If there are no agents logged on to skillset 1 the call moves to skillset 2 and gets the new greetings for skillset 2 When a call moves to a new skillset it does not remain queued at the original skillset destination Example 4 In this example calls to the call 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 Call Center Administrator creates two rules In the first rule the Call 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 Call Center Administrator e selects the 24 Hour service mode e sets the timer to 2 minutes and 30 seconds e selects the skillset mailbox as the action Mode Conditions Action
132. gs 0 0 e eee eee 66 Choosing a Primary or Alternate skillset mailbox greeting 0405 68 Recording a Personalized skillset mailbox greeting 0 Deleting a Personalized skillset mailbox greeting 0c eee eee 71 Checking skillset mailboxes for messages 000 cece eee eee 72 Playing skillset mailbox messages cee eee eee 73 Retrieving erased messages 2 ee ee eee 76 Replying tO MNSSSAUGS 6 ss 50500854 6559S dS 54 SS ONEE SL EES EL ESSE EEN EEE 77 Replying to an intemal caller co ccc cece tbe eave eet eee sew eee eee ES 77 Replying to an external caller 2 0 0 ccc tees 79 P0605665 02 Contents 5 Chapter 7 Off premise Message Notification 00 cece eee eee eee 81 About Off premise Message Notification 00 ccc eee 81 Assigning an outdial method to a skillset mailbox 20 20000 eee eeee 82 Off premise Message Notification parameters 00000 eee ee 83 Setting up Off premise Message Notification ananasa ccc cee 84 About setting up Off premise Message Notification to a pager number 89 Changing Off premise Message Notification 00 000s eee eee 94 Deleting a destination number cee cere eee eee eee eee eee ee eee ROE 102 Adding a Gestination MUMBO 22 lt srissia rssi kadris eet ee nee eeeecewee ee oR 103 Turning Off premise Message Notification on or off
133. he skillset but is not deleted from Call Center If you want to delete an agent from Call Center refer to Deleting an agent on page 36 If you want to log an agent off refer to Forcing an agent off on page 37 To unassign an agent from a skillset Start CallPilot Manager 2 Click the Call Center heading Click the Skillset List link The Skillset List page appears 4 Click the Agents link for the skillset you want to unassign an agent from The Assigned Agents page appears 5 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 the OK button N RTEL __ NETWORKS Main Logout Help Assigned Agents ID Name Priority Commands 2 vb2 10 Change Unassign Microsoft Internet Explorer a x Unassigned agent s still logged in to this skillset and will continue to receive calls Either Force Off the agent s or ask the agent s to log out of this skillset 6 Click the OK button The agent is removed from the Assigned Agents page 7 Click the Close button to return to the Skillset List page P0605665 02 Chapter 5 Setting up skillsets 55 Viewing agents in a skillset 1 Start CallPilot Manager Click the Call Cent
134. ice Mail 1 f i new saved PLAY REC ADMIN End of message REPLY ERASE HEST Press RJBJEJ Follow the voice prompts or the display button options to open the skillset mailbox Press FLAY or 2 J After you listen to the message press REPL or 9 CallPilot dials the external number directly To reply to an external caller CallPilot 1 Press 9 1 Follow the voice prompts or the display button options to open the skillset mailbox A mailbox summary is announced While you are in the message list you can play any message Press to play the current message Press Q to call the caller CallPilot dials the external number directly Nortel Networks Call Center Set Up and Operation Guide 80 Chapter 6 Setting up skillset mailboxes P0605665 02 81 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
135. ign to a skillset The Line Properties page appears Line Properties Line Number 11 Answer Mode Call Center gt Table Skillset Number fi Number of Rings jo x Submit Cancel From the Answer Mode list box select Call 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 Call Center answers You must select a number from 0 to 12 Click the Submit button Nortel Networks Call Center Set Up and Operation Guide 162 Chapter 12 Line administration Configuring several lines 1 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 1 500 From To Answer Mode None Table Skillset Number fi Number of Rings a x Submit Cancel In the From box type the number of the first line to add In the To box type the number of the last line to add From the Answer Mode list box select Call Center N oO RA In the Table Skillset Number box type the number of the skillset you want to answer these lines 8 From the Number of rings list box select the number of rings before Call Center answers You must select a number from 0 to 12 9 Click the Submit button P0605665 02 163 Chapter 13 Setting up Call Center general properties Setting up Call Cen
136. iguring lines on page 160 s Nortel Networks Call Center Set Up and Operation Guide 46 Chapter 5 Setting up skillsets Setting up CLID DNIS Routing If you use Professional Call Center you can set up CLID DNIS Routing Tables CLID DNIS Routing is the initial routing that Call Center calls encounter The CLID DNIS Routing you set up lets Call Center route calls quickly based on their incoming line number Callers are routed to skillsets depending on who the caller calls the line the call comes in on or where the caller is calling from Your CLID DNIS Routing Table can have a maximum of 1000 entries Examples of using CLID DNIS Routing Routing using CLID ANI If your company has preferred customers or customers who have access to special services you can set up CLID ANI routing that recognizes the phone numbers the customers are calling from Customers whose phone numbers are recognized are immediately routed to appropriate skillsets The callers do not need to enter additional digits to route their calls Routing using DNIS If your company has a customer who is a purchasing agent who frequently contacts a sales line you can set up DNIS routing that recognizes the phone number the customer is calling Customers who call the sales directory numbers are immediately routed to sales skillsets Routing using Voice Button If your company has Multimedia Call Center enabled callers can click a voice button html icon and enter the pho
137. ilable if you use Professional Call Center e lets you change the priority of the call Intelligent Overflow Routing e routes calls to an extension a mailbox an external phone number the Auto Attendant a skillset mailbox or a CCR Tree e lets you 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 Agent priority and dynamic agent priority You can assign agents a priority that represents their level of expertise You can assign an agent a priority between 1 and 20 where 1 is the highest priority If you use Call Center Professional you can assign agents different priority levels depending on the skillset they are logged on to Choice of call presentations You can assign agents forced calls or let agents answer calls manually P0605665 02 Chapter 1 About Nortel Networks Call Center 11 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
138. ilbox You can also record greetings in an Alternate Language Callers can press 9 while the greeting is playing to listen to the voice prompts in the Alternate Language Remember to inform callers in the Primary skillset mailbox greeting that they can press P to hear the Alternate Language The skillset mailbox must use the Norstar Voicemail interface for callers to be able to press R to hear the Alternate language Callers cannot select an alternate language if the skillset mailbox uses the CallPilot interface If the Operator Status is set to Yes and a caller presses 0 during the skillset mailbox greeting the caller transfers to the receptionist or Operator For information about Operator Status refer to the CallPilot Manager Set Up and Operation Guide Inform callers in the skillset mailbox greetings that they can press 0 to speak to the receptionist or Operator If the Operator Status is set to No a caller who presses 0 during the skillset mailbox greeting is informed the Operator is not available and is transferred to the skillset mailbox Examples of 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 a
139. ion times For more information refer to Routing Table administration on page 186 Intelligent Caller Input Routing Basic While the greeting plays callers can e press 1 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 0 D 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 Intelligent Caller Input Routing Advanced Advanced Intelligent Caller Input Routing is available if you use Professional Call Center Intelligent Caller Input Routing Advanced uses the Caller Input Rules you create to change the priority and route calls to other skillsets or locations based on caller multi digit 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 a CCR Tree e a mailbox e an extension 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 itse
140. irect 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 Call Center calls encounter The CLID DNIS Routing you set up lets Call Center route calls quickly based on their incoming line number Callers are routed to skillsets depending on who the caller calls the line the call comes in on or where the caller is calling from Intelligent Overflow Routing Intelligent Overflow Routing uses routing rules you create to overflow change the priority of and move calls to multiple skillsets a skillset mailbox an internal or external number a mailbox a CCR Tree the Automated Attendant or an operator Least Busy Least Busy previously called Longest idle is a method of call distribution that routes calls to the agent who has been available the longest The other method of call distribution is Preferred MWI See Message Waiting Indication 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 P0605665 02 Glossary 211 Message Waiting Indication extension
141. irm the request to disable the skillset Click the OK button On the Skillset List page in the Status column the skillset changes from Enabled to Disabled Click the Day or the Night link for the skillset with the EWT Table you want to delete The Day or the Night Routing Table page appears for the skillset Click the Modify link for the Greeting step that contains the EWT Table The Routing Step page appears Make the changes you want to the Greeting step so that it does not reference the EWT Table you want to delete Click the Submit button The changed step appears in the Routing Table list Click the Close button to return to the Skillset List page Click the Expected Wait Time Table link The EWT Greeting Tables page appears Click the Delete link for the EWT Table you want to delete A message appears that asks you to confirm the deletion Click the OK button gt Note When you delete an EWT Table you delete its contents The number of EWT gt Tables does not decrease Your EWT greetings are not be deleted when you delete an EWT Table Nortel Networks Call Center Set Up and Operation Guide 130 Chapter 10 Setting up Routing Tables Changing 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 Wai
142. it button If you want to change the priority of the call from the New Call Priority list box select a new priority for the call The default is 10 e to transfer the call to an extension select Transfer to Extension and enter the extension number e to transfer the call to a mailbox select Transfer to Mailbox and enter the mailbox number e 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 If you select Line or Pool enter the line or line pool number e 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 e to transfer the call to an operator select Transfer to Operator e to transfer the call to a CCR Tree select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to Note You or the System Administrator must set up a CCR Tree before you can select it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation Guide 10 Click the Submit button Nortel Networks Call Center Set Up and Operation Guide 120 Chapter 9 Setting up Intelligent Routing Moving an Intelligent Overflow rule After you create an Intelligent Overflow rule you can move it to another locati
143. it time and choose a greeting that plays during the wait time Greetings must be recorded before you can select them for an EWT interval In the Greeting ID box enter the greeting number you want to use for this EWT Click the Submit button The EWT Greeting Table page appears 8 At the bottom of the table click the Change link for After all times above The After all times above page appears 9 Inthe Greeting ID box enter the number of 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 10 Click the Submit button The EWT Greeting Table page appears 11 Click the Close button You can now use this EWT Table in a Greeting step of a Day or Night routing table For how to do this refer to Adding a Greeting step on page 133 P0605665 02 Chapter 10 Setting up Routing Tables 129 Deleting 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 Call 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 conf
144. ith optional Software Authorization Code Available Enabled with optional Software Authorization Code Expected Wait Times Not available 20 tables 5 tables P0605665 02 Chapter 1 About Nortel Networks Call Center 15 Call Center maximum capacities The Call Center maximum configuration limits are BCM Professional BCM Basic CallPilot 100 150 Basic Active agents 80 10 10 Configured lines 48 15 48 Skillsets 50 2 2 Maximum active calls per 48 15 30 skillset Note We recommend that you do not configure more than 48 lines Up to 24 of these can be VoIP trunks Related documents For more information about Call Center refer to the e Nortel Networks Call Center Agent Guide e Nortel Networks Call Center Supervisor Guide e CallPilot 100 150 Call Center Telephone Administration Guide e Nortel Networks Call Center Reporting Set Up and Operation Guide e Multimedia Call Center Set Up and Operation Guide e Multimedia Call Center Web Developer Guide For information about setting up CallPilot refer to the e Call Pilot Manager Set Up and Operation Guide e CallPilot 100 150 Telephone Administration Guide e CallPilot 100 150 Installation and Maintenance Guide For information about configuring telephony resources refer to the e Business Communications Manager 3 5 Programming Operations Guide e Norstar System Coordinator Guide Nortel Networks Call C
145. itialize a skillset mailbox before you can retrieve or listen to messages that are left in it Choose a password for the skillset mailbox that is between four to eight digits long and does not start with zero Give the skillset mailbox passwords to the agents who are responsible for retrieving messages Initializing a skillset mailbox involves 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 To initialize a skillset mailbox 1 Press 9 i 2 Log on by following the voice prompts Use the skillset mailbox number and 0 0 0 0 J the default password Must change Pswd 3 This display appears briefly to indicate that you must change the password Pew 4 Enter a new skillset mailbox password from four to eight digits long RETR Ok that does not start with zero Press DE or Again 5 Reenter the skillset mailbox password and press OK or RETRY Ok f Record name 6 Atthe tone record the skillset mailbox name in the Company RETR Ok Directory Do not use handsfree Include the skillset mailbox number in the recording For example Sales mailbox 5813 Press OK or to end the recording Accert name 7 Press OK or to accept the recording RETRY PLA OF or press PLAY or to listen to the recording or press RETR or to
146. ives 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 ACMI SELECT P0605665 02 Chapter 7 Off premise Message Notification 87 To set up Off premise Message Notification to an extension Med notify ADMIH SELECT Destination PHOME ExT PAGER Ext RETR OK Accert RETRY OK Start hme RETRY OK start timer RETRY AM start timer RETRY oa E Stor hhmm RETR o IR 1 10 Press RJBJEJ 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 ADMIN or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIH or to set up Off premise Message Notification Press EAT or to choose an extension as the destination Enter the destination number and press OK or J Press K or to accept the destination extension The gt represents the extension 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 zero Press AM or or PH or 2 Press OF or to
147. lection 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 Call Center skillsets 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 gt For information about how to configure the Auto Attendant refer to the CallPilot Set Up and Operation Guide Custom Call Routing CCR With CCR you can replace the Auto Attendant menu with an expanded menu that can include several sub menus to offer callers a wider range of options You can give callers access to a Call Center skillset by adding an internal transfer that transfers the caller to the Control DN of the skillset For more information about transfers and CCR refer to the CallPilot Manager Set Up and Operation Guide P0605665 02 Chapter 1 About Nortel Networks Call Center 13 A comparison o
148. lf on a caller entry error e Number of Caller Input Rule tables is equal to the number of available skillsets No Intelligent Caller Input Routing While the greeting plays callers cannot press a dialpad button to transfer their call Call 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 P0605665 02 Chapter 10 Setting up Routing Tables 133 Adding a Greeting step Greeting steps play a message to waiting callers To add a Greeting step 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillsets List page appears Skil Iset List Skillset Name Documentation Testing Alt Lang Testing 1 ooye wn o Calgary Ottawa Santa Clara Vancouver unused unused unused Status Enabled Disabled Disabled Disabled Disabled Disabled Disabled Commands Properties Agents Day Night ServiceMode Overflow Disable Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Properties Agents Day Night Service Mode Overflow Enable Unconfiqure
149. low to a skillset 118 Attendant extension 42 Auto Attendant and Call Center 12 Automatic Answer 10 Automatic timeout 30 B1 DNs 40 B2 DNs 40 Basic Call Center 13 Break Time 42 Button memory button indicators 165 programming a memory button 28 C Call call activity monitoring 177 Distribution Method 211 Dynamic Priority 11 priority 11 Silent Monitor 171 Call Center adding agents 31 33 adding multiple agents 34 Basic 13 Call answering 161 162 configuration limits 15 194 efficiency tips 188 Feature Codes 27 greetings 105 language availability 163 maximum capacities 15 194 password access 22 password creating 22 preventing call congestion 176 Professional 13 setting up general parameters 167 skillset mailboxes 59 Call Center Administrator resetting password 190 Call Center Reporting 14 Call Forward on Busy 192 Call Park 191 Call Pickup 191 Call Transfer 191 Caller Directed Transfer 13 CallerID 75 166 CallPilot Auto Attendant and Call Center 12 callrouting 12 CCR and Call Center 12 CallPilot mailbox interface 26 CallPilot Manager 11 14 17 interface 21 starting 17 timeout 21 CCR and Call Center 12 CFB 192 CFNA 192 Changing agent information 35 language 163 skillset mailbox password 64 Channels reserved 165 voice 165 Nortel Networks Call Center Set Up and Operation Guide 214 Index Character limit for Off premise Message Notification destination number 89 90 92 101
150. m Feature Codes 30 descriptions 29 30 determining 27 Display Waiting Calls 165 171 177 Open Mailbox 29 programming memory buttons 28 Forced Play greetings 132 186 Formula for waiting calls 187 Forwarding a message 76 G General Call Center parameters 167 Greeting exporting 110 importing 109 recording 110 Greetings call center examples 105 Forced Play 132 Greeting parameters in Routing Table 132 Greeting step in Routing Table 131 recording 107 Routing Table parameters 186 tips 185 types 105 Greetings skillset mailbox example 66 70 P0605665 02 Index 215 H Highest priority call 186 Hours operation for a skillset 140 Routing Tables 123 Hunt groups 192 l Indicators Message Waiting 29 42 44 60 169 Primary 196 Primary alert time 165 Secondary 196 Secondary alert time 165 Initializing a skillset mailbox 61 Intelligent Caller Input Routing Advanced 10 111 Basic 10 111 Intelligent CLID DNIS Routing 10 111 Intelligent Overflow 14 111 Intelligent Routing 10 using with CCR 10 111 Internal messages replying to 77 L Language preference 42 Language changing availability 163 Least Busy method of call distribution 211 Lines assigned to be answered by skillset 39 configuring 159 Logging off agent 37 supervisor 179 M Mailbox opening skillset mailbox 62 outdial route 82 skillset mailbox 59 Mailbox interface CallPilot 26 Norstar Voice Mail 26 Manual call presentation
151. mming Operations Guide Chapter 10 Configuring DNs for system devices If an agent uses their Answer DN telephone to answer a call that is transferred to them Call 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 Call Center calls using an answer DN key from a portable telephone cannot use Supervisor Help Nortel Networks Call Center Set Up and Operation Guide 192 Chapter 16 Troubleshooting Call Center Do Not Disturb Instead of using Do Not Disturb agents must use the Not Ready Feature Code JR 0 8 J 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 Preventing calls from ringing at an agent s set To prevent agents who are on a Call 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 information on programming any of these settings refer to the Business Communications Manager Pr
152. mory 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 Reserved channels Reserved channels are voice channels that are reserved for use by Call Center If you reserve channels you ensure that callers are played skillset announcements and CallPilot does not use all of the voice channels A reserved channel is used when e aCall Center greeting plays to a caller e Off premise Message Notification notifies you that there is a message in a skillset mailbox Nortel Networks Call Center Set Up and Operation Guide 166 Chapter 13 Setting up Call Center general properties Master Client Address The Master Client Address is the address where the real time data stream for Call Center Reporting purposes is delivered You must enter either the host name Fully Qualified Domain Name or the IP address of the computer that is running the Call Center Reporting Master Client The Master Client Address appears only if you use Call Center Professional on a Business Communications Manager 3 5 system or if you have purchased and enabled the Call Center Reporting Software Authorization Code Contact your service representative if you are interested in the Call Center Reporting Software Authorization Code Supervisor Help Request Timeout The Supervisor Help Request Timeout is when to escalate a request if a chosen supervisor does not an
153. nd any EWT greetings use the last EWT time to play a greeting BCM only 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 hr Business Communications Manager only P0605665 02 Chapter 5 Setting up skillsets 43 Setting up or changing a skillset You can record skillset properties in the table Call Center skillsets on page 197 Note Before you can change a skillset you must disable the skillset and wait until there are no calls in the skillset You cannot change a skillset while it is in use To set up or change a skillset 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Skillset List Skillset Name Status Commands 1 Documentation Enabled Properties Agents Day Night ServiceMode Overflow Disable Testing Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Alt Lang Testing Disabled Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Calgary Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Ottawa Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Santa Clara Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Vancouver Disabled Properties Agent
154. ndary alert times on page 165 Nortel Networks Call Center Set Up and Operation Guide 178 Chapter 14 Monitoring Call Center call activity Taking some Not Ready time If you use 2 0 8 Not Ready you do not receive Call Center calls You can program a Break Time which makes Call 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 Call 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 C JQ 0 8 J For how to program a memory button refer to Programming a memory button with a Feature Code on page 28 For more information about Break Time refer to Break Time on page 42 Note While you use Not Ready you still receive non Call Center intercom and transferred calls Using Not Ready 1 Press JQ 0 8 Make Hot Ready appears on the display If you press R 0 6 and Break canceled appears on the display you canceled the Break Time that the Call Center Administrator programmed for you You must press eJ 0 8 again to activate the Not Ready feature If you press R 0 6 and Agent active appear
155. ndling in the call center Here is how their call is handled 1 The caller hears the greeting for the service line which includes If you have a personal identification number please enter it now followed by the key The caller enters their personal identification number If the caller enters their number incorrectly the greeting can be repeated as many as three times which is the number of retries the Call Center Administrator has set for Retries in Intelligent Caller Routing Advanced 4 Ifthe caller enters their number correctly Call Center compares the caller s personal identification number with the Match String in the rules for Rules Table 1 5 For Rules Table 1 the Call Center Administrator created a rule of a fixed length of eight digits because all personal identification numbers are eight digits long Nortel Networks Call Center Set Up and Operation Guide 154 Chapter 11 Creating Caller Input Rules 6 The Call 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 7 The callers personal identification number is 67095233 which matches the rule for laptop computers 8 The Call Cen
156. ne Table e Caller Input Rules e CLID DNIS Routing Table e Expected Wait Time unavailable on CallPilot 100 150 P0605665 02 Chapter 2 About setting up Call Center 23 Setting up Call Center from a two line display telephone You cannot use a single line display telephone to set up and administer Call Center on CallPilot 100 150 You must use a two line display telephone Two line display phones show CallPilot and Call 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 diapad An example of a two line display Display command line Display button options Skillset 1 Enabled SEILL HEXT Display buttons Call 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 Non display telephones such as telephones attached to an analog terminal adapter cannot be used for Call Center agent tasks We recommend that you read the telephone user card for your telephone before proceeding Note If you use a phone to set up Call Center on CallPilot 100 150 you must use a two line display telephone You can use a phone to set up Call Center only if you use CallPilot 100 150 Y
157. ne number they want an agent to call them at Calls that arrive from a voice button call are recognized as Multimedia Call Center calls and routed to the appropriate skillsets You can set up CLID ANI rules for Multimedia Call Center Calls The phone number that the caller enters in the web browser is the phone number that Multimedia Call Center dials when an agent receives the call 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 P0605665 02 Chapter 5 Setting up skillsets 47 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 N
158. ng PRIME ALT PERS Greeting 6 Enter a Personalized greeting number of 1 2 or 3 RETRY DE PR 7 Press EHHG or fi CHHG OF J P0605665 02 Chapter 6 Setting up skillset mailboxes 71 oa 5 Ph 8 Enter the phone number maximum 10 digits that you are pele assigning the Personalized mailbox greeting to Press OF or to accept the phone number Record greeting 9 Lift your handset RETRY ok At the tone record your greeting Press K or to end the recording Accert greeting 10 Press OK or to accept the greeting RETRY PLAY OK or press PLA orf 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 To delete a Personalized mailbox greeting 1 Press eej Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Greetings Options menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ALMIH or e Press GREET or e Go to step 3 Greeting oftions 3 Press REC or fi REC CHOOSE CFD Greeting 4 Press PERS or B to choose a Personalized mailbox greeting PRIME ALT PERS Greeting 5 Enter the Personalized greeting number 1 2 or 3 that you wa
159. ng option select Basic Clear the Auto Attendant Skillset Mailbox and CCR check boxes so that just the Operator check box is selected Click the Submit button The Greeting step appears as step 6 in the Day Routing Table list Click the Insert link of the End step The Routing Step page appears Select the Goto step option From the Goto step list box select 2 Click the Submit button The Goto step appears as step 6 in the Day Routing Table list Click the Close button to return to the Skillset List page Nortel Networks Call Center Set Up and Operation Guide 146 Chapter 10 Setting up Routing Tables Example of a Night Routing Table To set up the routing table steps shown in Example of Night Routing Table steps follow the procedure To set up the Night Routing Table example Example of Night Routing Table steps Step number Type of step Step parameters 1 Greeting Greeting 6 non business hours greeting Not forced play Intelligent Call Input Routing Basic 2 Disconnect There are no parameters for the Disconnect option To set up the Night Routing Table example 1 10 11 12 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Night link for Skillset 1 The Night Routing Table page appears Click the Insert link The Routing Step page appears The Greeting option is selected by default
160. nsferred or forwarded to Call Center the maximum number of calls is the total number of lines on the system For information on how calls transfer to a skillset refer to How incoming calls are sent to a skillset on page 39 e voice channels is the estimated number of voice channels available to Call Center The minimum number of voice channels available is equal to the number of reserved channels you set up in General call 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 Call Center parameters Call Center can use additional voice channels if and when they are available e maximum greeting length is the duration of the longest greeting of a skillset in seconds Nortel Networks Call Center Set Up and Operation Guide 188 Chapter 15 Tips for operating Call Center Tips to improve the efficiency of Call Center Plan for busy times e when you assign agents to the skillsets assign as many qualified agents as possible to answer calls for the skillsets e have agents log on to a skillset when it gets busy e have routing that moves the call to another skillset with a higher priority Plan for slow times e 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
161. nt to RETR OK delete Ph KEXKRKE 6 Press DEL or to delete the greeting CHHG DEL Ok ie 7 Press to end the session Nortel Networks Call Center Set Up and Operation Guide 72 Chapter 6 Setting up skillset mailboxes Checking skillset mailboxes for messages Frequently check the skillset mailboxes for messages Only one agent can retrieve messages from each skillset mailbox at a time If different agents access the messages in the skillset mailbox throughout the day each agent should e listen to the message e write down what the message says e erase the message e return the caller s telephone call If the caller is not available the agent can try again later or pass the message on to another agent If the agent who listens to the message erases the message after writing down what it says e the next agent does not waste time listening to the same message e the next agent knows if the callback was successful or not e only one agent contacts the caller If only one agent is responsible for retrieving messages at your call 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 P0605665 02 Chapter 6 Setting up skillset mailboxes 73 Playing skillset mailbox messages Use the procedure for playing messages that corresponds to the interface you use e To play skillset mailbox messages Nor
162. ntrolling how calls are routed Intelligent routing includes these methods for moving a call based on various conditions Intelligent CLID DNIS Routing the ability to route calls according to Voice Button CLID ANI DNIS ISDN Calling Number this routing is applied when the call first enters the Call Center is available if you use Professional Call Center for information on CLID DNIS routing refer to Setting up CLID DNIS Routing on page 46 Intelligent Caller Input Routing Basic 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 is available if you use Professional Call Center 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 e overflows to one or more skillsets and keeps its conditions and
163. o retrieve an erased message CallPilot You can retrieve a deleted message A deleted message remains in the skillset mailbox until you end the current session Locate the deleted message Then press 7 6 to restore the message After you play the erased message you can restore it If you end the current session without restoring the erased message it is permanently erased from the skillset mailbox P0605665 02 Chapter 6 Setting up skillset mailboxes 77 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 77 e To reply to an internal caller CallPilot on page 78 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 MSG to record and send a reply to the internal callers caller s mailbox mailbox CallPilot reply to the caller s Call Sender Q to transfer to the internal caller s extension extension leave a message in the keela Z to record and send a reply to the caller s mailbox internal caller s mailbox
164. ogramming Operations Guide or the Norstar System Coordinator Guide if you use another system 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 call center uses e 42002 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 e Meridian and Norstar telephones If you use a headset calls ring at the telephone and the headset but calls go to the headset e 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 Calls always ring at the set e T7316e This type of telephone supports Automatic Answer Follow me browsing Multimedia Call Center Agents only Follow me browsing does not work with
165. on 5 PHOME EXT PAGER SXREK I 6 RETR 0K Hotifas 7 CHHG HEST More dest 8 YES HO Press eJeJEJ 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 ADMIN or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press APMIH 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 EST 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 OF or to accept the destination number 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 P0605665 02 Chapter 7 Off premise Message Notification 99 Start start time gt 9 Press CHNG or I to change the start time CHHG HEST or press NEXT or to accept the st
166. on 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 SETUF to add another destination P0605665 02 Chapter 7 Off premise Message Notification 93 Start start time 21 Press NEXT or to accept the start time that you entered CHHG HEST or press CHNG or fi to change the start time Stor stor timer 22 Press HEXT or to accept the stop time that you entered CHHG HEST r press EHHG or 1 to change the stop time E Tre NEN 23 Press OF or to be notified when the skillset mailbox receives a ae ue new message or press EHHG or to be notified only when the skillset mailbox receives an urgent message Meg notify 24 Press to end the session ADMIN SELECT Nortel Networks Call Center Set Up and Operation Guide 94 Chapter 7 Off premise Message Notification 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 83 for more information about parameters If you want to change the time or message type parameters use
167. on in the Overflow Rule Table Intelligent Overflow rules are applied to calls in the order that the rules appear in the Overflow Rule Table To move a rule 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Overflow link for the skillset that has the rule you want to move The Overflow Rule Table page appears Overflow Rule Table Skillset 7 Rule Mode Condition Action Commands 41 Day No Agents Skillset Mailbox 229 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 3 Rule Mode Condition Action Move Overflow 2 4 Day 02 00 Priority 4 Cancel 2 Day No Agents Skillset Mailbox 426 Here 3 Night No Agents Skillset Mailbox 426 Here 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 the Close button P0605665 02 Chapter 9 Setting up Intelligent Routing 121 Modifying an Intelligent Overflow Rule 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Overflow link for the skillset with the rule you want to modify The Overflow Rule Table page appears Click the Modify link for the rule you want to modify The O
168. oose a pager number destination Enter the pager number and press OK or to continue 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 J P0605665 02 Chapter 7 Off premise Message Notification 101 Show ieee gt CHHG HET Hotifyl Pager CHHG HET Hore dest VES HO Med ture new CHHG Meg notify ACHIH SELECT 10 11 12 Press HET 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 fi_ to change the pager message The combined limit is 30 characters for the pager phone number and the pager message The display shows notification is set up to a pager Press HEXT or to continue Press YES if you want to set up another destination number or press HO if you do not want to set up another destination number Press OE or 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 Nortel Networks Call
169. or the F906 memory button on your telephone 2 The display shows the ID of the agent who is requesting help Press YES to accept the agent request for help or press HO to escalate the request or press IHF to view the agent name time and date of the request caller ID and caller name of the agent s call The display shows the agent name While you monitor the agent you can press the IMFO 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 P0605665 02 Chapter 14 Monitoring Call Center call activity 183 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 Call 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 escala
170. original skillset greetings e moves to another skillset where the call loses its conditions becomes part of the new skillset and hears the new skillset greetings The system tracks the total length of the call from the time the call enters the system until it is answered e transfers to the skillset mailbox e transfers to an extension mailbox external telephone number CCR Tree Automated Attendant or operator e changes in priority level 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 Nortel Networks Call Center Set Up and Operation Guide 112 Chapter 9 Setting up Intelligent Routing 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 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
171. ot logged in not ready idle have a call on hold or are on a non Call Center call An agent can cancel Supervisor Help at any time before a supervisor answers the request When an agent requests Supervisor Help Call 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 Nortel Networks Call Center Set Up and Operation Guide 182 Chapter 14 Monitoring Call Center call activity Configuring Supervisor Help To set up Supervisor Help you must configure the general Call Center properties for request timeout and supervisor selection method For information about Refer to Programing Supervisor Help Setting up general Call Center properties on page 167 Supervisor Help settings Supervisor Help Request Timeout on page 166 Selection Method Supervisor Help From on page 166 How to handle Supervisor help requests Supervisors can program the Supervise feature F906 onto a memory button of their telephone Hele aay IMFO WES HO Hele aa IMFO JOIH 1 Launch Supervisor Help by pressing Ce J O 6
172. ou cannot use a phone to set up Call Center if you use Business Communications Manager You can also use CallPilot Manager to set up Call Center System timeout If you pause longer than 2 minutes 120 seconds when you program Call Center on a two line display telephone the system times out and ends the session This is a safety feature that prevents unauthorized use of the system If the system times out while you are setting up Call Center the settings are entered in the system To continue programming you must log on again and change the settings Nortel Networks Call Center Set Up and Operation Guide 24 Chapter 2 About setting up Call Center Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters Each button represents a number and letters of the alphabet To enter a character press the dialpad button that represents the letter or number Press the button again to see the next letter or number To accept a character press or press another button When you press another button the cursor advances and the display shows the first character on the new button To delete a character press the BE SF display button Letters and numbers on the dialpad 1 2 ABC2abc B DEFS3def GHI4ghi BJ J KL5jkI 6 MNO6mno PQRS7pqrs B TUV8tuv 9 WXYZ9wxyz Quit 0 QZ Zeroqz Accepts the displayed letter enters a comma The
173. p Off Premise Message Notification and are setting it up for the first time If you have set up Off Premise Message Notification refer to the section on Changing Off premise Message Notification on page 94 To set up Off premise Message Notification to refer to a phone number page 84 an extension page 87 a pager page 89 To set up Off premise Message Notification to a phone number 1 Press 9 1 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 Go to step 3 Meg notify 3 Press AD IH or fi to set up Off premise Message Notification ADMIN SELECT Destination 4 Press FHOHE or 1 to choose a phone number destination PHOHE ExT PAGER Ph 5 Enter the destination phone number and press GK or The PENY OF destination phone number is a maximum of 30 digits P0605665 02 Chapter 7 Off premise Message Notification 85 lt x gt ACD o WF Start hhrmmi RETRY OF start timer RETRY AM pr start timer RETR 0E Stor hhmm RETR Ok stor timer RETR AM PH stor tim
174. parameter Then callers can still speak to an agent e When no agents are logged on to any skillset ensure that the call center greetings set up in the Routing Table have Transfers set up If a call center greeting transfers to a skillset mailbox callers can press 9 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 9 is the default keypad button callers can press to transfer to the skillset mailbox You can select a different number P0605665 02 189 Chapter 16 Troubleshooting Call Center This chapter contains troubleshooting information for problems that can occur while setting up and operating Call Center Resetting passwords You can reset passwords if they are lost or forgotten To reset refer to the Operator password page 189 the Call Center Administrator password page 190 a skillset mailbox password page 65 an agent password page 35 Resetting the Operator password You can reset the Operator C J R 8 BJ password if it is lost or forgotten e J e is used by the receptionist Operator and Call Center Administrator If you reset the Operator password it is reset to 6 7 8 J 7 2 8 6 7 Operator To reset the Operator password using CallPilot Manager Start CallPilot Manager Click the Operations heading Click the Operator Settings link The Operator Settings page app
175. r If you are assigning a pager destination number from behind a PBX remember to insert a Q 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 HJ 4JeJbJGJEJHJejBj4 jB where specifies the next digits are special characters recognizes dial tone specifies that the next digits are the numbers to be dialed 6 6 f_ 2 J 4 is the pager phone number dialed e E eA E inserts a timed pause 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 1 Press eej 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 ADMIN or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Nortel Networks Call Center Set Up and Operation Guide 90 Chapter 7 Off premise Message Notification Med notify 3 ADMIN SELECT PHOHWE EXT PAGER Pager 5 RETRY Ok
176. r 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 OF or to accept the destination number or press RETR or to re enter the destination number Press HET 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 P0605665 02 Chapter 7 Off premise Message Notification 97 Start start time gt 10 Press CHNG or 1 to change the start time CHHG HEAT or press NEXT or to accept the start time Stor stor timer 11 Press CHHG or fi to change the stop time CHHG HEST r press NEXT or to accept the stop time press CHHG or 1_ if you want to be notified only when the skillset mailbox receives an urgent message Press OK or f ee tyretnew 12 If you want to change message notification CHHG OF Msg notify 13 Press to end the session ACMI SELECT Nortel Networks Call Center Set Up and Operation Guide 98 Chapter 7 Off premise Message Notification To change the destination from pager to phone or extension 1 2 Meg notify 3 ADMIN SELECT Modify trader 4 CHHG MEST Destinati
177. r 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 If your system is configured for bilingual operation from the Prompt Language list box select Primary or Alternate The Prompt Language list box does not appear if you do not use bilingual operation For more information on bilingual operation refer to Assigning the Call Center language on page 163 If you use Expected Wait Time EWT enter the number of calls you want to use to calculate EWT in the Use Previous ___ calls to calculate EWT box This is the number of previous calls that are used to calculate the average call duration of a skillset The number can range from 2 to 256 The default is 10 For more information about EWT refer to Expected Wait Time on page 125 If you use Expected Wait Time select the EWT Increase Allowed check box if you want the system to recalculate the EWT if it increases and continue to play the current EWT greeting If you do not select 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 d
178. r external party Refer to Note 4 on page 75 Save Saves the message being played If you do not delete a Message or 7 message it is automatically saved This option is not shown on the display unless you erase a message If you SAVE erase a message and play the message again you can press SALE on a two line display telephone Refer to Note 2 on page 75 Volume Adjusts the volume of the message that is playing The Control ff volume increases each time you press After four presses the volume returns to the lowest level Notes 1 Because the skillset mailbox has limited message storage space delete any messages you no longer need After a certain time period your saved messages are erased automatically Ask your System Administrator about this P0605665 02 Chapter 6 Setting up skillset mailboxes 75 2 Youcan retrieve a deleted message only if you have not quit the session in which you deleted it For information about retrieving deleted messages refer to Retrieving erased messages on page 76 Applies only if the Reply feature is enabled You can reply to an outside caller by dialing them back if your company subscribes to Caller ID CLID service For further information about replying to an outside caller refer to Replying to an external caller on page 79 To play skillset mailbox messages CallPilot Use this procedure if you use the CallPilot interface 1 Press 9 fj Follow the voice promp
179. r 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 OE Enter your new password again and press OK Press 4 Nortel Networks Call Center Set Up and Operation Guide 180 Chapter 14 Monitoring Call Center call activity 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 Note Supervisor Help is available for Business Communications Manager It is not available for CallPilot 100 150 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 Call 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
180. r person such as a subject matter expert or send the call back to a skillset e If the agent wants to send the call to a specific agent or another person the agent can enter the Transfer Feature Code Le J 7 0 and enter the extension number e If the 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 If you 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 9 6 6 Agents who take only Multimedia Call Center do not receive Call Center voice calls but other Call Center agents can transfer voice calls to Multimedia Call Center agents Call Forward Advise agents not to use Call Forward An agent who uses Call Forward is automatically logged out or made auto busy depending on their agent settings after the number of rings for transfer callback elapses Agents can use Call Forward to the voicemail DN Answer DN 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 cannot hear calls that agents answer on their Answer DN You can only hear calls that agents answer from the set they are logged on to For more information about using Answer DNs with Call Center refer to the Business Communications Manager Progra
181. r telephone to make sure that you can use a headset with it Note You cannot monitor an agent who is gt e on a conference call e using an Answer DN e onan ISDN or Companion set e on any type of call if the maximum number of conference bridges 6 are being used P0605665 02 Chapter 14 Monitoring Call Center call activity 173 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 1 10 11 12 13 Press Q 0 4 Enter your Agent ID number and press OK or 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 Ok Press IH to log on to one or more skillsets that you want to monitor You can monitor only the agents who are logged on to the same skillset as you If IH does not appear you are already logged on to all the skillsets or there are no skillsets available Press CHHG until the skillset you want to log on to appears on the display The skillsets that are available are the skillsets that a
182. ransfer the call to a mailbox select Transfer to Mailbox and in the box type the mailbox number you want to transfer the call to e if you want to transfer the call to an external number select Transfer to External in the box type the number you want to transfer the call to from the Outdial Method list box select an outdial method Nortel Networks Call Center Set Up and Operation Guide 152 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 how to set up a CCR Tree refer to 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 the Submit
183. re 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 Call Center agent To begin monitoring agent calls press the memory button programmed with Q 6 After you press J 0 6 Call Center does not route calls to you Press OF to accept the skillset shown or press HEST or PEEL 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 IHF to display the Agent ID number agent name call state and the time in minutes and seconds that the call has been in this state Call states include Idle Not Ready and Break Incall Outcall Browse AnsDN Ringin Press IMFO a second time to display the Agent ID number agent name and monitoring options again Press OES to monitor an agent If another supervisor is monitoring the agent the OBS button does not appear At any time you can press the CAHCL button to exit the monitoring session without logging off If the agent has no active call has a call on hold or is on a conference call you hear silence You do not begin
184. refer to Unassiging an agent from a skillset on page 54 To delete an agent Start CallPilot Manager 2 Click the Call Center heading 3 Click the Agent List link The Agent List page appears 4 Click the Delete link for the agent you want to delete A message appears that asks you to confirm the deletion 5 Click the OK button A message appears that says the agent is deleted 6 Click the OK button P0605665 02 Chapter 4 Setting up Call Center agents 37 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 Call Center calls To force an agent off Start CallPilot Manager 2 Click the Call Center heading 3 Click the Agent List link The Agent List page appears 4 Click the Force Off link for the agent you want to log off A message appears that asks you to confirm the request to force off the agent 5 Click the OK button A message appears that says the agent is logged off 6 Click the OK button 7 To log the agent off click the OK button The agent status changes to Logged Off on the Agent List page Note If the agent you force off is on a call the call is not interrupted gt Nortel Networks Call Center Set Up and Operation Guide 38 Chapter 4 Setting up Call Center agents P0605665 02 39 Chapter 5 Setting
185. rogram any new skillsets to use DNs that reside on ports 01xx or 08xx or 07xx if you use a 5 3 split system Neither Call Center nor other system components including the core are guaranteed to be robust with this configuration This does not apply to you if you use a CallPilot 100 150 system e Itcan be a B1 extension number that is not connected to any telephone or peripheral e t can be a B2 extension that is not connected to a B2 application e If atelephone or any other device uses the same extension the call center will not answer calls e Ona Business Communications Manager system you can determine the range of B1 extensions by using the Unified Manager The DNs do not have to be physically equipped with a Media Bay Module e 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 e Do not rename a telephone DN to a CDN used by Call Center e Do not assign IP telephones to the DN used by Call 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 Call Center e Do not use any CDNs that are used by Interactive Voice Response as Call Center CDNs P0605665 02 Chapter 5 Setting up skillsets 41 You can use B2 CDNs if e you
186. rst 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 Transfer A transfer step can transfer calls to e an extension e a mailbox 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 Call Center does not answer the call Nortel Networks Call Center Set Up and Operation Guide 132 Chapter 10 Setting up Routing Tables Greeting step parameters You can assign these parameters to greeting steps If the first step in a routing table is a Greeting step it can detect fax calls and route them to the skillset mailbox for the routing table For more information refer to Fax Detection on page 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 distribut
187. rst step is a Greeting step Step Information Commands Greeting 1 Forced No Transfer Insert Modify Delete that is 11 seconds or longer Distribute For 01 00 Insert Modify Delete Greeting 1 Normal Transfer Insert Modify Delete that is Forced Play Distribute For 00 30 Insert Modify Delete Greeting 1 Normal Transfer Insert Modify Delete Goto Step 2 Insert Modify Delete Insert Close that does not have a transfer Day Routing Table Skillset 1 Thi ble d f This routing table DOES NOT guarantee fax delivery to the 1 routing table does not guarantee ax skillset mailbox more information detection Step Information Commands 1 Disconnect Vv End Close P0605665 02 Chapter 10 Setting up Routing Tables 125 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 Call 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 If you use Professional
188. s 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 Call Center heading Click the Skillset List link The Skillset List page appears Click the Day or the Night link for the skillset you want to add a distribution step to The Day or Night Routing Table page appears for the skillset Click the Insert link for the step you want to add a Distribute for step to The Routing Step page appears Click the Distribute for option In the Distribute for box enter the longest time in minutes and seconds that callers can wait on hold in this step Click the Submit button The Distribute For step appears in the Routing Table list Click the Close button to return to the Skillset list P0605665 02 Chapter 10 Setting up Routing Tables 137 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 Start CallPilot Manager Click the Call Center heading Click the Skillset link The Skillset List page appears 4 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 5 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 bo
189. s 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 eJ 0 6 If Hot reads appears press RJ 0 6 again Not Ready is automatically enabled if you do not answer your telephone and if this option is configured in Call 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 If the indicator is flashing the Break Time feature is on For how to program a memory button refer to Programming a memory button with a Feature Code on page 28 P0605665 02 Chapter 14 Monitoring Call Center call activity 179 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 OUT 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 1 eo N oO RA Press 9 0 4 Enter your Agent ID number and press OK Enter you
190. s Day Night Service Mode Overflow Enable Unconfiqure unused Configure oon On UN unused Configure o unused Configure 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 NETWORKS main Logout Skillset Properties Skillset 2 Control DN L Name Skaz MWI DN optional Method Least Busy z Break Time foo 30 mm ss Delay Answer ooo mm ss Attendant Ext L optional Prompt Language Primary gt Use Previous 10 calls to calculate EWT EWT Increase Allowed Initial Call Duration 01 00 mm ss Cancel 5 In the Control DN box type the extension for the skillset For more information refer to Control DN on page 40 Nortel Networks Call Center Set Up and Operation Guide 44 Chapter 5 Setting up skillsets 10 11 12 13 14 15 16 17 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 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 Answe
191. s changing general parameters 193 Nortel Networks Call Center Set Up and Operation Guide 218 Index Time Primary alert time limit 165 Secondary alert 165 Timeout CallPilot Manager 21 telephone 23 Tips agent administration 185 Call Center general parameters 186 configuration limits 15 194 recording call center greetings 185 Routing Table administration 186 skillset administration 185 skillset mailbox 186 188 Transfer 191 to Auto Attendant 10 toCCR 10 to Operator 10 to skillset mailbox 10 Transfer Allowed enabled 132 Troubleshooting agent log on problems 191 call processing problems 15 194 cannot change the Call Center Skillset Parameters 193 enabling a skillset 193 skillset settings 17 193 slow call processing 15 194 unpredictable call processing 15 194 Two line display telephone using 23 U Unassigning agents 54 Unconfiguring a skillset 58 Using Intelligent Overflow 111 V Viewing agents in a skillset 55 Voice Button calls CLID DNIS Routing 47 Voice channels 165 186 P0605665 02
192. sage in the mailbox press nine or the keypad button you designate for the skillset mailbox Nortel Networks Call Center Set Up and Operation Guide 186 Chapter 15 Tips for operating Call Center Routing Table administration e Use Forced Play greetings sparingly If you use Forced greetings keep them as short as possible Many long Forced Play greetings slows transferring calls to agents and causes unpredictable increases in distribution times Calls in other skillsets are not affected e When a Forced Play greeting plays for the highest priority call in a skillset the other lower priority calls in the skillset have to wait even if agents become available during this time For example the longest waiting call which is the highest priority call gets routed to a Forced Play greeting Agents become available during the time that the highest priority call 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 Q to leave a message in a skillset mailbox Remember to explain in your greeting that the you can press Q to leave a message in a mailbox e Program Intelligent Call
193. saving feature that prevents Call Center from answering calls and playing greetings when there are no agents available When a call comes in on a line belonging to a skillset that has no free agents the call is not answered until either the Delay Answer time elapses or an agent becomes available whichever happens first During the Delay Answer time the waiting callers hear ringback To activate the Delay Answer feature enter a time for Delay Answer The Delay Answer time can be a minimum of zero seconds and a maximum of 10 minutes The default Delay Answer time is 00 00 Attendant extension 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 Language preference Language preference can be either Primary or Alternate The language preference is the language choice used for prompting callers who transfer to the Automated Attendant or CCR Language preference appears only on a system that is configured as bilingual Use previous _ calls to calculate EWT You can enter a number between 2 and 256 calls EWT Increase Allowed Selected by default which means that EWT will not increase a
194. sets or agent s skillsets only 10 From the Enable Caller ID options select how you want caller information to be displayed on agent telephones 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 11 Click the Submit button P0605665 02 Chapter 13 Setting up Call Center general properties 169 System Configuration Report The System Configuration Report includes information about Call Center configuration The Call Center information in the System Configuration Report Call Center Parameters Lists the current Call Center general parameters Voice Button Properties e whether Voice Button Multimedia Call Center is enabled or disabled e Server Address e Server Port Call Center agents Lists for each agent e Agent ID e Agent name e Priority e Skillsets assigned e Automatic answer e Call type e Missed call e Supervisor status Call Center skillsets Lists for each skillset e Skillset ID e Skillset Name e Control DN e Message Waiting Indicator extension e Method of Call Distribution e Not Ready time e Delay answer time Call Center Routing Tables Lists for each skillset e Skillset number e Day Routing Table start time e Night Routing Table
195. star Voice Mail on page 73 e To play skillset mailbox messages CallPilot on page 75 To play skillset mailbox messages Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface 1 Pressle JQ 8 f Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2new B saved Press FLAY or to listen to your messages epee et ney For other options refer to the table Playing skillset mailbox messages Norstar Voice Mail on page 73 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 P it lt lt lt Copy Sends a copy of the message to one or more mailboxes GF If you record an introduction it must be longer than three seconds COF End of Goes to the end of the message Message ar f gt gt gt gt gt gt Envelope Plays the information in the message envelope Envelope WA v4 information includes the date and time the message was sent and if the message is internal the directory name of the sender Erase Deletes the message currently playing If no messages or 4 Y4 are playing
196. swer the help request You can choose a value from 1 to 60 seconds The default is 12 seconds For more information about Supervisor Help refer to Supervisor Help on page 180 Selection Method Supervisor Help From The Supervisor Help From setting lets you determine where supervisors for escalated requests are chosen from For more information about Supervisor Help refer to Supervisor Help on page 180 All skillsets sends an unanswered help request system wide to all Call 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 Note If you use a CallPilot system Supervisor Help is not available gt Enable Caller ID The Enable Caller ID options let you select how you want caller ID information to be displayed on agent telephones Name with number backup displays the caller s name for 3 seconds and then the skillset name If the caller s name is not available the caller s number is shown Number only displays the caller s number for 3 seconds and then the skillset name e None displays the skillset name P0605665 02 Chapter 13 Setting up Call Center general properties 167 Setting up general Call Center properties For information about the general Call Center properties refer to General Call Center properties on page 165 To set up the general Call Center properties 1
197. swers incoming calls with a Company Greeting and a menu of options AA routes calls in response to a caller s dialpad selections For a greater range of options and services for incoming calls a Custom Call Routing CCR menu can be assigned to play instead of the Automated Attendant menu Automatic Answer Automatic Answer previously called Force Call is an agent parameter that force delivers calls to an agent If Automatic Answer is enabled the agent hears a tone that indicates that a call is delivered The agent is automatically in the handsfree mode If Automatic Answer is not enabled calls ring at the agent s telephone and the agent must manually answer the calls Break Time Break Time is a time period you set up for agents to complete paperwork or other tasks after they finish a call 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 CCR See Custom Call Routing Nortel Networks Call Center Set Up and Operation Guide 208 Glossary CDN See Control Directory Number Call Center Call Center receives holds and routes calls to agents in a call center call center A call center is a department or a business that uses Nortel Networks Call Center to handle numerous incoming calls A call center typically employs several agents to answer calls Call Center Administrator The Call Center A
198. t 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 Nortel Networks Call Center Set Up and Operation Guide 116 Chapter 9 Setting up Intelligent Routing Example 6 In this example calls to the call 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 Call Center Administrator inserts two rules The Call 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 c
199. t Time Interval page appears Modify the Wait Time Interval or greeting number Click the Submit button The changed EWT rule appears in the EWT Table P0605665 02 Chapter 10 Setting up Routing Tables 131 About types of Routing Table steps You can add these types of steps to routing tables Greeting A Greeting step plays a greeting to callers waiting in a skillset You assign greeting parameters to each greeting After the greeting plays the call goes to the next routing step If there is no next step the call ends An EWT Greeting step uses the EWT Table you select to play estimated wait time messages to callers EWT greeting steps act the same as greeting steps Distribute for During a distribute for step calls wait to be distributed to agents If no agents are available before the distribution time expires the call goes to the next step in the routing table If there is no next step set up in the routing table the call ends The minimum distribution time is zero and the maximum distribution time is 59 minutes and 59 seconds The default distribution time is 30 seconds Goto A Goto step is the last step in a routing table A Goto step moves the caller to an earlier routing step For example if a Goto step points 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 fi
200. t mailbox Automated Attendant CCR Tree or operator changing the priority of the call Note Note if an overflow step is configured for No Agents the overflow rule executes right away and even a forced greeting will not play If you want to play the greeting configure a timer with the No Agents rule P0605665 02 Chapter 9 Setting up Intelligent Routing 113 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 call 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 Call 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 When a call overflows it also rem
201. te link for the step you want to delete A message appears that asks you to confirm the deletion Click the OK button The step is deleted from the Routing Table list Click the Close button to return to the Skillset List page sss P0605665 02 149 Chapter 11 Creating Caller Input Rules If you use Professional Call Center you can create Caller Input Rules that route calls to other skillsets or locations based on caller multi digit DTMF input Caller Input Rules let you identify callers depending on what kind of services your call center has 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 153 for an example of how to use Caller Input Rules in your call center If you use Professional Call Center you have 50 Caller Input Tables You do not have Caller Input Tables if you use Basic Call Center 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
202. ted request or the first missed request if there 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 BJ 0 6 Jor the F906 memory button on your telephone Helr aa 2 The display shows the ID and name of the agent requesting help ie VES 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 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 Nortel Networks Call Center Set Up and Operation Guide 184 Chapter 14 Monitoring Call Center call activity P0605665 02 185 Chapter 15 Tips for operating Call Center This chapter provides tips to improve the operation of Call Center Agent administration Agents can log on to
203. ter 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 Nortel Networks Call Center Set Up and Operation Guide 22 Chapter 2 About setting up Call Center Call Center password access If you want to limit access to CallPilot Manager you can create or change a Call Center Administrator password that limits CallPilot Manager access to just the Call Center settings To create a Call Center Administrator password 1 Start CallPilot Manager Click the Configuration heading Click the Access Passwords link The Access Passwords page appears Access Passwords Call Center Administration pm Confirmation Submit Cancel In the Call Center Administration box enter the Call Center Administrator password The password must be from four to eight numbers long and cannot start with zero In the Confirmation box enter the Call Center Administrator password Click the Submit button The Call Center Administrator can log on using this password a NETWORKS oe EE Administrator password the Call Center settings that can be accessed Call Center are Mailbox Administration Please choose a call center option Auto Attendant z Agent List Custom Call Routing s Add Many Agents Netirorking e Skillset List Call Center fda are noite e General Properties Skillset List e Greetings Caller g expected Wat i
204. ter Administrator set up the rules in Rules Table 1 with these Actions e a match for 4709 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 amatch for 6709 sends callers to skillset 3 laptops and changes the call priority to 1 9 The call enters skillset 3 Skillset 3 is the priority service skillset for laptops P0605665 02 Chapter 11 Creating Caller Input Rules 155 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 refer to Changing the rule length for a Caller Input Table on page 156 If you want to change a specific rule in a table refer to Changing a Caller Input Rule on page 157 Nortel Networks Call Center Set Up and Operation Guide 156 Chapter 11 Creating Caller Input Rules Changing the rule length for a Caller Input Table 1 Start CallPilot Manager Click the Call Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears 4 Click the Change link for the table you want to change The Rule Table Properties page appears 5 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 If you select Fixed in the Fixed bo
205. ter includes assigning the language and setting up general Call Center properties You can generate a System Configuration Report to see a snapshot of your Call Center settings You can enable Software Authorization Codes if you want to increase the number of agents at your call center or enhance your call center with options such as Multimedia Call Center Assigning the Call Center language The languages available for Call Center are the languages that are available for CallPilot If you change the Call Center language you also change the CallPilot language To assign the Call Center language Start CallPilot Manager Click the Configuration heading Click the System Properties link The System Properties page appears System Properties W o Voice Mail Version Max Outcalling Channels Enable Voice Mail Enable Group List Group List Leading Digit Enable External Initialization Make Directory Available Enable General Delivery Mailbox Enable Redirect DN nogwoF as Enable Bilingual Primary Language English North American Alternate Language English North American Canadian Pronunciation I for North American English only Directory Search By Last Name Enable CallPilot User Interface Name Prefix 477 Special Prefix zZz k 4 Primary UI Style Submit Cancel Nortel Networks Call Center Set Up and Operation Guide 164 Chapter 13 Setting up Call Center
206. the Call 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 not answered within 10 seconds The call goes to Day 00 30 Skillset Mailbox the skillset mailbox if it is not answered within an additional 20 seconds Nortel Networks Call Center Set Up and Operation Guide 118 Chapter 9 Setting up Intelligent Routing Assigning Intelligent Overflow Routing to a skillset 1 2 3 5 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears 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 7 Rule Mode Condition Action Commands A Day No Agents Skillset Mailbox 229 Insert Modify Delete Move End Insert Close Click the Insert link for Rule 1 The Overflow Rule page appears Overflow Rule Skillset 1 Service Mode Day bd I Timer 00 00 mm ss I 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 v LinePool Transfer to Auto Attendant None Greeting Table
207. the next skillset to exit 6 The session ends when you press or Note Remember to manually choose the Day Routing Table or the Auto Service Mode when your business returns to regular hours Nortel Networks Call Center Set Up and Operation Guide 144 Chapter 10 Setting up Routing Tables 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 Call Center heading Click the Skillset List link The Skillset List link appears Click the Day link for Skillset 1 The Day Routing Table page appears Click the Insert link The Routing Step page appears Greeting 1 is assigned by default Select the Forced Play check box At the Intelli
208. the procedure To change the time range or type of message parameters on page 94 If you want to change the destination type refer to the procedure for the destination type To change the destination type refer to from a phone to an extension pager or another phone number page 96 from a pager to an extension or phone page 98 from a phone or extension to a pager page 100 To change the time range or type of message parameters 1 2 Meg notify 3 ADMIH SELECT Motif ine CHHG HEST More dest 5 YES HO Press eJeJaJ Follow the voice prompts or the display button options on your telephone 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 AD IH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ACMIH or to set up Off premise Message Notification Press HEAT If you want to change the destination type refer to To change the destination type on page 94 for the appropriate procedure Press HO or to continue P0605665 02 Chapter 7 Off premise Message Notification 95 Startidstart timer CHHG MEST Stor stor timer CHHG ne Med tyre new CHHG a Med notify ADMIN SELECT Press CHHG or to
209. tination 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 1 If you have received this call by mistake please press 2 After you set the Off premise Message Notification parameters Off premise Message Notification is enabled automatically Nortel Networks Call Center Set Up and Operation Guide 82 Chapter 7 Off premise Message Notification Assigning an outdial method to a skillset mailbox The outdial method determines which line line pool or route code the system uses for Off premise Message Notification The default for outdial method is None You must assign an outdial method before you can use an external telephone or a pager as an Off premise Message Notification destination For more information on line pools and route codes refer to your system documentation Warning Do not change the extension number assigned to the skillset mailbox If this 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
210. tion Button playing Description Help Offers a Help menu vi Reply O Replies to a message ZJE VY Envelope a Plays the information in the message envelope Envelope information 7 2 s includes the date and time the message was sent and if the message is internal the directory name of the sender Forward oe Forwards the message to one or more mailboxes You can record an Message 7 3 4 introduction to the forwarded message Reply oo Replies to a message and all recipients of the message Refer to All 7 4 7 Note 3 on page 75 Delete a Deletes the current message Deleted messages remain in the zje skillset mailbox until the session ends Refer to Notes1 and 2 on page 74 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 PLAY or to listen to the erased message T
211. to the skillset mailbox You can assign a different dialpad button by selecting a number from the list box Select the CCR check box if you want callers to be able to transfer to a CCR Tree By default callers press to transfer to a CCR Tree You can assign a different dialpad button by selecting a number from the list box From the Tree list box select the CCR Tree you want callers to transfer to Note You or the System Administrator must set up a CCR Tree before you can select it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation Guide 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 Call 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 refer to Creating a Caller Input Rule on page 149 9 Click the Submit button The Greeting step appears in the Routing Table list 10 Click the Close button to return to the Skillset list Nortel Networks Call Center Set Up and Operation Guide 136 Chapter 10 Setting up Routing Table
212. ts Day Night ServiceMode Overflow Disable Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Configure Configure Confiqure 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 Nortel Networks Call Center Set Up and Operation Guide 52 Chapter 5 Setting up skillsets 5 Click the Assign button The Assign Agents page appears with the available agents displayed Assign Agents Skillset 7 Assign ID Name Lj 1 R Munro E 2 CJacksen E 3 G Dresser Priority 107 Submit Cancel Click the Assign check box for each agent that you want to add to the skillset If you use Professional Call Center from the Priority list box select the Priority of the agent 1 is the highest priority 8 Click the Submit button The agent you selected appears on to the Assigned Agents page If you want to assign another agent to this skillset follow steps 5 through 8 9 Click the Close button to return to the Skillset List page P0605665
213. ts or the display button options to open the skillset mailbox Ho messages MBO COMP see A voice prompt announces the number of new and saved messages that you have You can play any message that you want to listen to Press to play the current message For other message commands refer to the table Playing skillset mailbox messages CallPilot 3 Press to end the session 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 T Rewinds the message five seconds and resumes playing it at that point Skip 3 Advances the message five seconds and continues playing from that Forward point Previous a Stops playing the current message and plays the previous message Message 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 9 Places a call to the sender of a message Sender Nortel Networks Call Center Set Up and Operation Guide 76 Chapter 6 Setting up skillset mailboxes Playing skillset mailbox messages CallPilot Available during and after Op
214. ture 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 P0605665 02 Chapter 3 Using Feature Codes 29 Feature Codes used by Call Center Administrator and Supervisors Use this Feature Code To Open Mailbox Ce Poo e open skillset mailboxes e record skillset mailbox greetings e listen to messages in the skillset mailbox Operator Settings Ce EJee 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 refer to Setting the Service Mode for skillsets on page 142 and Resetting the Operator password on page 189 Voicemail DN 6 6 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 Call Center Administrator and the operator For information on the Control DN refer to Determining a skillset mailbox number on page 60 For information on resetting the Operator and Call Center Administrator passwords refer to Resetting the Op
215. um 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 To record a call center greeting 1 Start CallPilot Manager Click the Call Center heading 3 Click the Greetings link The Call Center Greetings page appears Logout Help b Call Center Greetings Mailbox Administration Greeting Status Command Recorded Auto Attendant Recorded Recorded Custom Call Routing Recorded Recorded Networking Not Recorded Not Recorded Call Center Not Recorded Agent List Not Recorded Add Many Agents Skillset Not Recorded Not Recorded Not Recorded a CLID DNIS Routing Table Not Recorded Not Recorded Reports Not Recorded Not Recorded Configuration Not Recorded Not Recorded Operations Not Recorded Not Recorded Not Recorded Nortel Networks Call Center Set Up and Operation Guide 108 Chapter 8 Recording Call Center Greetings 4 Click the Voice link for the number of the greeting you want to record The page you can record a greeting from appears If you use CallPilot 100 150 the import and export options do not appear Call Center Greeting 4 Phone Set Connect To Hang Up Changes to the recording are applied ONLY when the SAVE button is pressed BEFORE hanging up Play Stop Record Import From Browse Export Native Encoding Wav Encoding Close Help 5
216. umber 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 the call comes in on DNIS DNIS Dialed Number Identification Service sends a call directly to an internal extension without going through the operator A DNIS number identifies the number the call is made to If a call matches the DNIS information in the routing table the call is routed to the skillset you choose You can change the priority of the call in the skillset that is assigned for the line the call comes in on Voice Button Select the Voice Button check box if you want Multimedia Call Center calls assigned to this route You must use Business Communications Manager 3 5 and have Multimedia Call Center enabled Incoming Multimedia Call Center calls are assigned the Priority you select If you select the Voice Button check box you must leave the Line box and the DNIS box blank Action The action is the treatment that is applied to the call e You can move the call to another skillset e You can change the priority of the call from 1 20 e You can move the call to another skillset and change the priority of the call
217. up skillsets About skillsets Call Center skillsets answer and distribute calls to agents as they become available Skillsets hold calls for different call center departments such as sales and technical support The maximum number of skillsets you can set up depends on whether you have Basic or Professional Call Center and whether you use the CallPilot 100 150 or Business Communications Manager 3 5 system For more information refer to Number of skillsets on page 13 You cannot change the properties of a skillset while it is in use For more information refer to Skillset properties on page 40 and Configuring lines on page 160 How incoming calls are sent to a skillset Incoming calls are sent to a skillset in one of the following ways e You assign a line to be answered directly by a skillset For information about assigning lines refer to Line administration on page 159 e A receptionist agent or subscriber receives a call and transfers the call to a skillset They can transfer the call to a skillset by pressing Ce F 0 or TRANSFER and entering the CDN of the skillset The receptionist agent or subscriber must not use the Call Pickup feature e The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that routes them to the CDN of the skillset For more information refer to Auto Attendant on page 12 and Custom Call Routing CCR on page 12 e Calls can be
218. upport 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 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 Call Center uses to play greetings to callers P0605665 02 213 Index Numerics 24 Hour Service mode skillset 112 A Adding agents to a skillset 51 agents to Call Center 33 multiple agents to Call Center 34 Additional Routing Steps 10 Agent adding multiple agents to Call Center 34 adding to Call Center 33 assigning to a skillset 51 Autobusy mode 185 changing information 35 deleting 36 dynamic priority 10 13 51 Feature Codes 30 listening to skillset mailbox messages 72 logging off 37 monitor 55 171 parameters 31 resetting password 35 Silent Monitor 171 unassigning 54 viewing in a skillset 55 Assigning Call Center language option 163 Intelligent Overf
219. uration is updated whenever a call is released from an agent The default is 00 03 00 Click the Submit button A message appears that says a new mailbox is created and that you must initialize it before you enable the skillset For how to initialize a mailbox refer to Initializing a skillset mailbox on page 61 Click the OK button P0605665 02 Chapter 5 Setting up skillsets 45 Setting up DID routing You can route calls based on their Direct Inward Dialing DID number DID is the ability to make a telephone call directly into an internal extension without having to go through the operator To route DID calls set up a DID target line and assign the target line to a skillset To set up DID routing for Business Communications Manager 3 5 1 In Unified Manager set up a DID target line For information about setting up a DID target line refer to the Business Communications Manager 3 5 Programming Operations Guide 2 In CallPilot Manager configure the target line number to be answered by Call Center For information about configuring lines refer to Configuring lines on page 160 To set up DID routing for CallPilot 100 150 1 From a Norstar phone set up a DID target line For information about setting up a DID target line refer to the Norstar System Coordinator Guide 2 In CallPilot Manager configure the target line number to be answered by Call Center For information about configuring lines refer to Conf
220. uting Table page appears Click the View link to view the steps After you review the steps click the Close button Modifying Routing Table steps You must disable a skillset before you can modify its routing table steps For how to disable a skillset refer to Disabling a skillset on page 57 1 Start CallPilot Manager Click the Call 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 Nortel Networks Call Center Set Up and Operation Guide 148 Chapter 10 Setting up Routing Tables Click the Modify link for the step you want to change The Routing Step page appears Make the changes you want to the routing table step Click the Submit button The changed step appears in the Routing Table list Click the Close button to return to the Skillset List page Deleting Routing Table steps You must disable a skillset before you can delete its routing table steps For how to disable a skillset refer to Disabling a skillset on page 57 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Day or the Night link for the skillset with the step you want to delete The Day or the Night Routing Table page appears for the skillset Click the Dele
221. utton If you enable the software authorization code for Call Center or Professional Call Center you must reboot your system by following steps 12 through 14 If you enabled any other software authorization codes you do not have to reboot your system Choose System in the navigation tree The Logoff menu is enabled On the Logoff menu click Reboot A message appears that asks you to confirm your request to reboot Click the Yes button to reboot P0605665 02 Chapter 2 About setting up Call Center 19 To enable a software authorization code for CallPilot 100 150 1 Start CallPilot Manager Click the Configuration heading Click the Installed Options link The Installed Options page appears In the Keycode boxes type the software authorization code for the option you want to install Click the Add button The option you installed appears in the Installed Options list Nortel Networks Call Center Set Up and Operation Guide 20 Chapter 2 About setting up Call Center To start CallPilot Manager on Business Communications Manager 1 Point your web browser to https lt IP address gt 6800 CallPilotManager where lt IP address gt is the IP address of Business Communications Manager 3 5 For information about the IP address ask your network administrator The Administration Login page appears In the Password box type the System Administrator password Click the Submit button The CallPilot Manager Main M
222. verflow Rule page appears Change the mode conditions or actions for the rule Click the Submit button The modified rule appears in the Overflow Rule Table page Click the Close button Deleting an Intelligent Overflow Rule 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Overflow link for the skillset with the rule you want to delete The Overflow Rule Table page appears Click the Delete link for the rule you want to delete A message appears that asks you to confirm the deletion Click the OK button The rule is deleted from the Overflow Rule Table page Click the Close button Nortel Networks Call Center Set Up and Operation Guide 122 Chapter 9 Setting up Intelligent Routing P0605665 02 123 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 call 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
223. x 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 the Submit button P0605665 02 Chapter 11 Creating Caller Input Rules 157 Changing a Caller Input Rule 1 Start CallPilot Manager Click the Call Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears 4 Click the Rules link for the table that has the rule you want to change The Match Table page appears 5 Click the Change link for the rule you want to change The Match Rule Setup page appears Make the changes you require to the Match String or Action Click the Submit button The Match Table page appears with the changed rule 8 Click the Close button to return to the Caller Input Rules Tables page or repeat steps 5 through 7 to change another rule Deleting a Caller Input rule You can delete a Caller Input rule at any time To delete a Caller Input rule Start CallPilot Manager Click the Call Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears 4 Click the Rules link for the table with the rule you want to delete The Match Table page appears 5 Click the Delete link for the rule you want to delete A messa
224. x select the number of the Routing Table step you want to send callers to 8 Click the Submit button The Goto step appears in the Routing Table list 9 Click the Close button to return to the Skillset List page Nortel Networks Call Center Set Up and Operation Guide 138 Chapter 10 Setting up Routing Tables Adding a Transfer step 1 Start CallPilot Manager Click the Call 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 Transfer step to The Day or the Night Routing Table page appears Click the Insert link for the step you want to add a Transfer step to The Routing Step page appears Select where you want to transfer the call to e if you want to transfer the call to an extension select Transfer to Extension and enter the extension e if you want to transfer the call to a mailbox select Transfer to mailbox and enter the mailbox number e if you want to transfer the call to an external number select Transfer to external and enter the external number from the Outdial Method list box select Line Pool or Route if you select Line or Pool in the Line Pool box enter the 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

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