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Part No. P0605665 0 3 23 Marc h 2004 Nortel Networks Call Center Set Up and Operatio n Guide.
2 P0605 665 03 Nortel Networks Call Center Set Up and Operation Guide Copyright © 2004 Nortel Networks All rights reserved. 2004. The informati on in this docu ment is subject to change wit hout notice .
3 Nortel Netwo rks Call Cente r Set Up and Ope ration Guide Contents Chapter 1 About Nortel Netw orks Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Professional and Ba sic Call Ce nter . . . . . . . . . . . . . . . . . .
4 Contents P0605 665 03 Chapter 5 Sett ing up sk illse ts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 About sk illsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents 5 Nortel Netwo rks Call Cente r Set Up and Ope ration Guide Chapter 7 Off-premise Messa ge Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 About Of f-premise Mes sage Notifi cation . . . . . . . . . . . . . . .
6 Contents P0605 665 03 Adding a T r a nsf e r step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Adding a Disconn ect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents 7 Nortel Netwo rks Call Cente r Set Up and Ope ration Guide Using Si lent Moni tor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 1 Monitor ing tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8 Contents P0605 665 03 Chapter 16 Tips f or operating Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211 Agent adm inistration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents 9 Nortel Netwo rks Call Cente r Set Up and Ope ration Guide Problems viewing skill set setting s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246 Problems transferring cal ls to the v oi cemail extension . . . . . .
10 Conten ts P0605 665 03.
11 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 1 About Nortel Network s Call Center This gui de leads a Call Cen ter Administrator or a System Administr ator through se tting up and operati ng Call Center , and is an ongoing reference.
12 Cha pter 1 A bout Nortel Ne tworks C all Center P060566 5 03 Call Center features Call Cent er has many featur es that give you r call center advanced and fl exible call ha ndling. Intelligent Routin g Intellige nt Routing giv es you adva nced methods for routing cal ls through your call center.
Chapter 1 About Nor tel Networ ks Call Center 13 Nortel Networks Call C enter Set Up and Op eration Gui de Dynamic c all priority You can ha ve the priorit y of a call cha nged in the In telligent CLID/DN IS Routing tab le, the Intell igent Calle r Input Routing Tab le and the Int elligent Overflow Routing tabl e.
14 Cha pter 1 A bout Nortel Ne tworks C all Center P060566 5 03 Using CallPilot cal l routing wit h Call Center CallPil ot is a vers atile bu siness communica tions tool tha t you can use to: • answ.
Chapter 1 About Nor tel Networ ks Call Center 15 Nortel Networks Call C enter Set Up and Op eration Gui de A comparis on of Basic and Profe ssional Call Ce nter Features Basic Call Cente r for CallPil.
16 Cha pter 1 A bout Nortel Ne tworks C all Center P060566 5 03 Basic In telligent Cal l er Inpu t Routin g: the abilit y to route a call to an Operator, Auto Attend ant, skillset m ailbox, CCR Tree o.
Chapter 1 About Nor tel Networ ks Call Center 17 Nortel Networks Call C enter Set Up and Op eration Gui de Rel ated document s For mor e informatio n about Call Cen t er r efer to the: • Nortel Ne t.
18 Cha pter 1 A bout Nortel Ne tworks C all Center P060566 5 03 Ho w t o get help USA and Canada Authorized Distributors - Technical Support Telephone: 1-800-4NORTEL ( 1-800-466-7835) If you al ready have a PIN Code , you can enter Expres s Routing Code (ERC) 19 6#.
19 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 2 About s etting up Call Center You can set up Call Cente r usin g a display tele phone on your pho ne system, or using the web-based CallPil ot Manager on a web browser from a compute r on your network .
20 Cha pter 2 Abou t setting u p Call Cent er P060566 5 03 Enabling Soft ware Authorizatio n Codes You enable sof tware authori zation codes to inst all Call Center, to increa se the number of agent s at your cal l center, an d to enhance your call ce nter with optio ns such as Multim edia Call Center and Call Cent er Reporting.
Chapter 2 About se tting up Ca ll Cent er 21 Nortel Networks Call C enter Set Up and Op eration Gui de To enable a softwar e authorization code for CallPil ot 100/150 1 Start Ca llPilot Ma nager. 2 Click th e Configuratio n heading. 3 Click th e In stal led O ption s lin k.
22 Cha pter 2 Abou t setting u p Call Cent er P060566 5 03 To start CallPilot Manager on Business Commun ications Manager 1 Point you r web browser t o https:/ /<IP address>: 6800/CallPilot M anage r where <I P address> is the IP address of Business Communic ations Manager.
Chapter 2 About se tting up Ca ll Cent er 23 Nortel Networks Call C enter Set Up and Op eration Gui de About the CallPilot Manager int erface System timeou t A CallPilo t Manager sess ion times out afte r 10 minutes of inac tivity. This is a securi ty feature th at prevent s unauthorized a ccess to the system.
24 Cha pter 2 Abou t setting u p Call Cent er P060566 5 03 Call Center password a ccess If you wan t to limit access t o CallPilot Manag er, you can cre a te or cha nge a Call Center Adminis t rato r password that limits CallP ilot Manager a ccess to jus t the Call Center settings.
Chapter 2 About se tting up Ca ll Cent er 25 Nortel Networks Call C enter Set Up and Op eration Gui de Setting up C all Center from a two line d isplay telepho ne You cannot use a single line display t elephone to set u p and administe r Call Center on Ca llPilot 100/150.
26 Cha pter 2 Abou t setting u p Call Cent er P060566 5 03 Using the dia lpad The butto ns on your disp lay telephon e dialpad act as both numbers and letters. Each b utton repres ents a number and le tters of the a lphabet. Letters and numbers on the dialpa d The displ ay can show up to 16 c haracters.
Chapter 2 About se tting up Ca ll Cent er 27 Nortel Networks Call C enter Set Up and Op eration Gui de Symbols and co nventions used in this guide Thes e con ven tions and sy mbo ls are use d to re pres ent th e Bu sine ss Se ries T ermi nal d ispla y and dialpad .
28 Cha pter 2 Abou t setting u p Call Cent er P060566 5 03 Checking which telephone mailbox interface you use CallP ilot s uppor ts two inter faces : Nors tar V oice Ma il and Call Pilot . The Syste m Administ rator determine s which interface i s assigned to yo ur mailbox.
29 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 3 Using Feature Codes You use Fea ture Codes to p erform Call Center functio ns on your telepho ne. Feature Codes Feature Codes are assigne d during inst allation. This guide shows the def ault Feature Cod es.
30 Cha pter 3 Us ing Featur e Codes P060566 5 03 Programming a m emory butto n with a Fe ature Code Each Feat ure Code can be pr ogrammed to a memory button. We recommen d that you use memor y buttons with indicator s to program the Fea ture Codes. A memor y button indicat or is the tria ngle next to a memory button.
Chapter 3 Using Featu re Codes 31 Nortel Networks Call C enter Set Up and Op eration Gui de Feature Codes used by Call Center Administrator a nd Supervisors Use this Fe ature Code To.
32 Cha pter 3 Us ing Featur e Codes P060566 5 03 Feature Codes used by Call Center agents If you ha ve Custom Featur e Codes, record the m in the table “Feature Codes” on pa ge 252 . Agent Feature Codes For mor e informatio n on Agent Feature Cod es, refer t o the Nortel Networks Ca ll Center Agen t Guide .
33 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 4 Setting up Cal l Center ag ents Agents ha ndle the calls i n your call center. Supervis ors are agent s with addition al capabiliti es. Supervis ors can change their own passwor d and monitor ca lls between agent s and callers.
34 Cha pter 4 S etting up Ca ll Center ag ents P060566 5 03 In addit ion to these agent properti es, if you use Pro fessional Ca ll Center you can ass ign agents Dynamic Pri ority when you ass ign them to a s killset. For more information refer to “Dynamic Agent Pri ority” on pag e 54 .
Chapter 4 Setting up Call Cente r agents 35 Nortel Networks Call C enter Set Up and Op eration Gui de Adding an ag ent or a supervisor You can use the t able “Call Center agents” on page 2 56 to record the a gents you add. To add an agent 1 Start Ca llPilot Ma nager.
36 Cha pter 4 S etting up Ca ll Center ag ents P060566 5 03 9 From the M i ssed Call Option l i st b ox select Make Not Re ady (Return to Skillset) or Automatic Logout. 10 From the Acc epted Call Types list box select Voice, Multimedia or Bo th. If you do not have Multimedia Call Center enabled , Accepted Call Types does not appe ar.
Chapter 4 Setting up Call Cente r agents 37 Nortel Networks Call C enter Set Up and Op eration Gui de Adding mo re than one ag ent You can sav e time by addin g more than o ne agent at a ti m e. When y ou add multiple age nts, the agents h ave the defau l t age nt name and parame ters.
38 Cha pter 4 S etting up Ca ll Center ag ents P060566 5 03 11 If you us e Activity Codes, from the Activity Code Entry Type list box s elect Prompted or Optional . The d efaul t is Op tiona l. 12 Click th e Submit button. Note: Any agents who have an agent ID number that is bet ween the numbers you enter in the Fro m and To boxes are not changed.
Chapter 4 Setting up Call Cente r agents 39 Nortel Networks Call C enter Set Up and Op eration Gui de Changing agent information You can cha nge an agent’s : •n a m e • supervi sor status • Au.
40 Cha pter 4 S etting up Ca ll Center ag ents P060566 5 03 Deleting an agent Deletin g an agent remov es the agent fro m Call Center. The agent is removed fr om the Agent List and a ll th e skill sets t hey are as sign ed to . If you want to rem ove a n age nt fro m a sk illset , refe r to “Unassiging an age nt from a skills et” on page 57 .
Chapter 4 Setting up Call Cente r agents 41 Nortel Networks Call C enter Set Up and Op eration Gui de Forc ing an agent off Agents us ually log out when they are no lo nger availab le to receive c alls. If an agent leaves and does not log off, you ca n force the agent off.
42 Cha pter 4 S etting up Ca ll Center ag ents P060566 5 03.
43 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 5 Setting up skillsets About skillsets Call Cent er skillsets ans wer and distr i bute calls to agent s as they become ava ilable. Skills ets hold calls for different call center departments, suc h as sales an d technical support.
44 Cha pter 5 Setting u p skills ets P060566 5 03 Skillset properties Skillset The number betwee n 1 and 50 tha t is assigned to the skillse t. Control DN The Co ntrol Directory Number is the ex tension asso ciated with the skill set.
Chapter 5 Setting u p skillsets 45 Nortel Networks Call C enter Set Up and Op eration Gui de Break Ti me Break Time is a time perio d for agents to c omplete paperwork after they finish a call. After an a gent completes a call, they a re taken out o f the skillse t for the Break Time.
46 Cha pter 5 Setting u p skills ets P060566 5 03 Setting up or chan ging a skillset You can record skills et properti es in the ta ble “Call Center ski llsets” on page 253 . To set up or change a ski llset 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading.
Chapter 5 Setting u p skillsets 47 Nortel Networks Call C enter Set Up and Op eration Gui de 5 In the Control DN box, type the ext ension for the s killset. For mor e informatio n, refer to “Control DN” on page 44 . 6 In the Name box type the name for t his skil lset.
48 Cha pter 5 Setting u p skills ets P060566 5 03 Settin g up DID ro uting You can ro ute c alls base d on their Direc t Inw ard D ial ing (D ID) numbe r. DID is the abili ty to m ake a telep hone call dir e ctl y into an i nternal exten sion, without h aving to go throu gh the operato r.
Chapter 5 Setting u p skillsets 49 Nortel Networks Call C enter Set Up and Op eration Gui de Setting up C LID/DNIS Routing If you us e Professional Call Cente r you can set up CLID/ DNIS Routing Tables. C LID/DNIS Routing i s the initia l routing th at Call Center calls encounter.
50 Cha pter 5 Setting u p skills ets P060566 5 03 CLID/DNIS Routing Table properties Line The li ne is the line number th e call comes in on. Any c alls that a rrive on this line ar e assigned the routing you sel ect. The line nu mber you enter m ust be a line that i s configured to be answered by a ski llset.
Chapter 5 Setting u p skillsets 51 Nortel Networks Call C enter Set Up and Op eration Gui de Adding a CLID/DNIS Route 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e CLID/DNIS Routing Table link. The Inte lligent CLID/ DNIS Routing pa ge appears.
52 Cha pter 5 Setting u p skills ets P060566 5 03 • If you have Multimedia Call Center e nabled and you want to assign routing to Mult imedia Call Cent er calls, sele ct the Multi media C alls check box. If you select the Multi media Calls ch eck box, you can enter a CLID/ANI numbe r, but you must leave the Line bo x and the DNIS box blank.
Chapter 5 Setting u p skillsets 53 Nortel Networks Call C enter Set Up and Op eration Gui de Deleting a CLID /DNIS Route 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e CLID/DNIS Routing Table link. The Inte lligent CLID/ DNIS Routing pa ge appears.
54 Cha pter 5 Setting u p skills ets P060566 5 03 Assigning an agent to a skillse t You can assi gn an agent to one o r more skillsets. Each a gent is responsib le for answeri ng calls for the sk illse ts th ey are assig ned to .
Chapter 5 Setting u p skillsets 55 Nortel Networks Call C enter Set Up and Op eration Gui de 5 Click th e Assign button. The Assign Agents page appear s with the ava ilable a gents displayed . 6 Click th e Assign check box f or each agent that you want to a dd to the skill set.
56 Cha pter 5 Setting u p skills ets P060566 5 03 Changing an agent’s priority in a skillset If you us e Call Center Pro fessional on Busi ness Communications M anager, a gents can have differ ent prioriti es depending upon whi ch skillset t hey are logged on t o.
Chapter 5 Setting u p skillsets 57 Nortel Networks Call C enter Set Up and Op eration Gui de Unassiging an agent from a skillset When you un assign an agent from a s killset, the a gent is removed fr om the skills et but is not delete d from Call Cent er.
58 Cha pter 5 Setting u p skills ets P060566 5 03 Enabling a skillset After yo u set up a skil lset, the skil lset is disab led until you ena ble it. Befo re you can e nable a skil lset y ou mus t: • set up the skil lset w ith a v alid C ontr ol DN .
Chapter 5 Setting u p skillsets 59 Nortel Networks Call C enter Set Up and Op eration Gui de Disabling a skillset You must disable a skil lset if you want to change the skillset propert ies or admini ster the lines . If you dis able a skills et, n o new calls go to the sk illse t.
60 Cha pter 5 Setting u p skills ets P060566 5 03 Unconfigu ring a skillset You must disable a skil lset if you want to change the skillset propert ies or admini ster the lines .
61 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 6 Setting up skill set mailboxes About skillset mailboxes Each skil lset has a mail box that stores messages left by callers. A sk illset mailbox is created automa tically when you s et up a skills et.
62 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Determinin g a skillset mailbo x number You must know a skillset ma ilbox number before you can se t up the skil lset mailbox. The skillset mailbox nu m ber is the mailbox’s Control DN. If you kno w the skillset m ail box number, you can initia lize t he ma ilbox .
Chapt er 6 Sett ing up sk illset mailbox es 63 Nortel Networks Call C enter Set Up and Op eration Gui de Initializing a skillset mailbox You must initialize a skillset mail box before you can retrieve or li sten to messa ges that are left in it.
64 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Opening a s killset mailb ox You c an op en an init ialize d skil lse t mail box fr om: • your e xtension • another extension • an outsi de tone dial te lephone To open a skillset mailbox - Norstar Voice Mail To open a skillset mailbox - CallPilot 1 Press ≤ ·°⁄ .
Chapt er 6 Sett ing up sk illset mailbox es 65 Nortel Networks Call C enter Set Up and Op eration Gui de Opening a skillset mai lbox remotely To open a skillset mailbox from an outside telephone • I.
66 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Skillset mailbox password To decre ase the cha nces of una uthorized a c cess to a skillse t mailbox, c hange its pass word every 30 days. Keep a wri tten copy of the skillset mailbox pa sswords in “Skillse t mailboxes” o n page 258 .
Chapt er 6 Sett ing up sk illset mailbox es 67 Nortel Networks Call C enter Set Up and Op eration Gui de Resetting a sk illset mailbox pass word To reset a skillset ma ilbox password 1 Start Ca llPilot Ma nager. 2 Click th e Mailbox Administr ation heading .
68 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Recording skillset mailbox greetin gs After yo u initiali ze a skills et mailbox, re cord the greeti ngs for it. You can re cord Primary, Al ternate and Pers onalized gr eetings for eac h skillset m ailbox .
Chapt er 6 Sett ing up sk illset mailbox es 69 Nortel Networks Call C enter Set Up and Op eration Gui de To record a Primary or Alt ernate skills et mailbox greeting 1 Press ≤ ·°⁄ . Follow th e voice prompts or the display butt on options to ope n the skills et mailbox.
70 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Choosing a Primary or Alternate skillset mailbox g reeting If you r ecord a Primar y and an Alternat e skillset m ailbox greeting, you mu st choose which greeti ng plays. You can cha nge the selec t ion a t any time and as oft en as needed.
Chapt er 6 Sett ing up sk illset mailbox es 71 Nortel Networks Call C enter Set Up and Op eration Gui de 6 If you ch oose the Alte rnate mailbox gre eting, you are asked whether t he mailbox can accept messages. Press CHNG or ⁄ to toggle from yes to no or press OK or £ to accept .
72 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Recording a Person alized skillset mailbox greeting If your call center su bscribes to Call er ID, you can rec ord a maximum of three Personalized greeti ngs for eac h skillset mai lbox.
Chapt er 6 Sett ing up sk illset mailbox es 73 Nortel Networks Call C enter Set Up and Op eration Gui de Deleting a Persona liz ed skillset mailbox g reeting If you no longer need a Personali zed mailbox greet ing, you can del e te it.
74 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Checking skillset mailb oxes for messages Frequent ly check the ski llset mailboxes for messages.
Chapt er 6 Sett ing up sk illset mailbox es 75 Nortel Networks Call C enter Set Up and Op eration Gui de Playing skillset mailbox m essages Use the pr ocedure for playing messag es that corresp onds t.
76 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Notes: 1 Because t he skillset mai lbox has limited message storage s pace, delete any messages you no longer n eed. After a cert ain time period , your saved mess ages are erased automatically.
Chapt er 6 Sett ing up sk illset mailbox es 77 Nortel Networks Call C enter Set Up and Op eration Gui de 2 You can r etrieve a d eleted messag e only if you ha ve not quit the session in which you de leted it. F or in form ation about retr ievin g de leted messa ges re fer to “Retrievi ng erased message s” on page 78 ”.
78 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Retrieving e rased messages After you play your message s and end your skill set mailbox sess ion, any messages that you do not erase are saved . Sin ce me ssag e sto rage s pace is lim ited , we re comm end that you e rase m essa ges that ar e no longer ne eded.
Chapt er 6 Sett ing up sk illset mailbox es 79 Nortel Networks Call C enter Set Up and Op eration Gui de Replying to m essages You can repl y to internal and ex ternal call ers. You can reply to a n external calle r if your company subscri bes to CLID.
80 Cha pter 6 S etting up s killset mail boxes P060566 5 03 To reply to an interna l caller - Ca llPilot 1 Press ≤ ·°⁄ Follow the voice prompts or t he display butt on options on yo ur telephone to open the sk illset mail box. 2 A mailbox summar y is announced.
Chapt er 6 Sett ing up sk illset mailbox es 81 Nortel Networks Call C enter Set Up and Op eration Gui de Replying to an e xternal caller You can re ply to an exte rnal caller i f your company su bscribes to a Caller ID se rvice and th e skills et mailbox has an outdial method as signed to it .
82 Cha pter 6 S etting up s killset mail boxes P060566 5 03.
83 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 7 Off-premise Message Notification About Off-premise Message Notification Off-pre m ise M essage No tificatio n notifies you or a designated a gent when there are new or urgent messages in the skillse t mailbox.
84 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 Assigning an outdial m ethod to a skillset mailbox The ou tdia l met hod de term ines w hich line, li ne poo l or ro ute co de the sy ste m use s for Of f-pre mise Messag e Notification. The defaul t for outdial met hod is None.
Chapter 7 Off-p remise Mes sage Notific ation 85 Nortel Networks Call C enter Set Up and Op eration Gui de Off-premis e Message Notification pa rameters You c an se t up th e para meters for Of f-pre mise Messa ge No tifica tion f rom a ny ton e dia l phon e.
86 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 Setting up Off-premise Message No tification Follow th ese instruc tions if you have not set up Off-Pr emise Message Notif ication and ar e setting it up f or the firs t time.
Chapter 7 Off-p remise Mes sage Notific ation 87 Nortel Networks Call C enter Set Up and Op eration Gui de 6 Pres s OK or £ to accept the destinati on phone number r epresent ed by <x> or press ADD or ¤ t o add special characters and use your dialpad or follow th e voice prom pts to add characters .
88 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 16 Pres s OK or £ if you want to be n otified when t he skillset m ailbox receive s a new message or press CHNG or ⁄ if y ou want to be notif ied only when the skillset mailbox re ceives an urg e nt mess age.
Chapter 7 Off-p remise Mes sage Notific ation 89 Nortel Networks Call C enter Set Up and Op eration Gui de To set up Off-premi se Message Notifi cation to an extension 1 Pres s ≤ ·°⁄ . Follow th e voice pro m pts or the dis play button opti ons to open the skills et m ail box.
90 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 11 Pres s AM or ⁄ or PM or ¤ . 12 Pres s OK or £ to accept the stop time. 13 Pres s YES or ⁄ if you want to set up another destina tion number or press NO or £ if you do not want to s et up another des tination number.
Chapter 7 Off-p remise Mes sage Notific ation 91 Nortel Networks Call C enter Set Up and Op eration Gui de About setting up Off-premise Message Notification to a pager number Example of a destination .
92 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 3 Pres s ADMI N or ⁄ to set up Off- premise Message Notification. 4 Pres s PAGER or ‹ to select a pager number destinat ion. 5 Enter the destination pa ger number and pres s OK or £ .
Chapter 7 Off-p remise Mes sage Notific ation 93 Nortel Networks Call C enter Set Up and Op eration Gui de To set up Off-premi se Message Notifi cation to more than one destination You can re ceive notif i cati on of a message at a maximum of five dif ferent destin ation numbers.
94 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 9 Pres s OK or £ to accept the start time. 10 Ente r the t ime w hen O ff-pr emis e Mes sage Notif ica tion is to sto p. This is a four dig it field. Any single di git hour and minute must be preceded by a zero.
Chapter 7 Off-p remise Mes sage Notific ation 95 Nortel Networks Call C enter Set Up and Op eration Gui de 21 Pres s NEXT or £ to accept the start time that you e ntered or press CHNG or ⁄ to c hange the st art t ime. 22 Pres s NEXT or £ to accept the stop ti m e that you entered or press CHNG or ⁄ to c hange the st op t ime.
96 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 Changing Off-p remise Message Notification You c an ch ange the pa rame ters and d estin ation s fo r Off-P rem ise M essag e Not ifica tion . Refe r to “O ff-pre mise Messa ge No tifica tion parame ters” on page 85 for more i nformatio n about para meters .
Chapter 7 Off-p remise Mes sage Notific ation 97 Nortel Networks Call C enter Set Up and Op eration Gui de 6 Pres s CHNG or ⁄ to cha nge the st art t ime or press NEXT or £ to accept the star t time. 7 Pres s CHNG or ⁄ to cha nge the st op tim e or press NEXT or £ to accept the stop time.
98 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 To change the destination from phone to another destination 1 Pres s ≤ ·°⁄ . Follow the voic e prompts or the di splay button opti ons to open the skills et m ail box.
Chapter 7 Off-p remise Mes sage Notific ation 99 Nortel Networks Call C enter Set Up and Op eration Gui de 10 Pres s CHNG or ⁄ to change th e start ti m e or press NEXT or £ to accept the star t time. 11 Pres s CHNG or ⁄ to change th e stop time or press NEXT or £ to accept the stop time.
100 Chapt er 7 Off-p remise Message Notification P060566 5 03 To change the destination from pager to phone or extension 1 Pres s ≤ ·°⁄ . Follow the voi ce prompts or the displ ay button options to open the skills et m ail box.
Chapter 7 Off-prem ise Messa ge Notif ication 10 1 Nortel Networks Call C enter Set Up and Op eration Gui de 9 Pres s CHNG or ⁄ to change th e start ti m e or press NEXT or £ to accept the star t time. 10 Pres s CHNG or ⁄ to change th e stop time or press NEXT or £ to accept the stop time.
102 Chapt er 7 Off-p remise Message Notification P060566 5 03 To change the destination from phone or extension t o pager 1 Pres s ≤ ·°⁄ . Follow the voic e prompts or the di splay button opti ons to open the skills et m ail box.
Chapter 7 Off-prem ise Messa ge Notif ication 10 3 Nortel Networks Call C enter Set Up and Op eration Gui de 8 Pres s NEXT or £ to a ccept the defaul t pager message r epresented by <xxxx>. Th e default pag er message sent by CallPilot is t he CallPilo t extension.
104 Chapt er 7 Off-p remise Message Notification P060566 5 03 Deleting a dest ination num ber If you ha ve more than one des tination number f or Off-premise Messag e Notification, you can delete a destinati on. To delete a destination number 1 Pres s ≤ ·°⁄ .
Chapter 7 Off-prem ise Messa ge Notif ication 10 5 Nortel Networks Call C enter Set Up and Op eration Gui de Adding a des tination nu mber Use this procedure if you have set up Off -premise Messa ge Notificatio n and you want to add another destination numbe r.
106 Chapt er 7 Off-p remise Message Notification P060566 5 03 Turning Off-premi se Message Notification on or off You can tur n Off-premis e Message Notifica tion on or off at any time. If you t urn Off-premise Message Not ification off , you do not affec t any of the assi gned parameters.
107 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 8 Recording Call Center Greetings About Call Center g reetings Call Cent er greetings e ncourage call ers to stay on t he line until a n agent is av ailable. You can record g reetings in di fferent langua ges and change t hem as often as yo u like.
108 Chapt er 8 Reco rding Ca ll Center Greetings P060566 5 03 Transfer gree ting A transfer g reeting lets a caller transfer t heir call. “Please pre ss 1 to leave a message and one of our agen ts will return your call. Pres s 2 to return to the previous c hoices.
Chapter 8 Recording Call Center Greeting s 109 Nortel Networks Call C enter Set Up and Op eration Gui de Recording a Call C enter greeting Before yo u record a gre eting, write th e greeting out s o that you inc lude everything that you want t o say. We recomme nd that you recor d greetings tha t are a maximum of 20 s econds long.
110 Chapt er 8 Reco rding Ca ll Center Greetings P060566 5 03 3 Click th e Voice link for the number of the gree ting you want to r ecord. The page you can reco rd a greeting from appears. If you use Call Pilot 100/150, the impor t and export o ptions do not appear.
Chapter 8 Recording Call Center Greeting s 111 Nortel Networks Call C enter Set Up and Op eration Gui de 8 To list en to the rec ording, clic k the Play but ton or to sav e the r eco rding , click the Save b utton. The recor ding replaces a previously r ecorded gr eeting.
112 Chapt er 8 Reco rding Ca ll Center Greetings P060566 5 03 Importing a C all Center greeting If you us e Professional Call Center on Busi ness Communications Ma nager you can import a previou sly recorded greeting. You canno t import a pre viously recorde d greeting if y ou use CallPil ot 100/150.
Chapter 8 Recording Call Center Greeting s 113 Nortel Networks Call C enter Set Up and Op eration Gui de 15 Click th e Add Caption link for the greeting. The Greet ing Caption page ap pears. 16 In the Greeting box t ype a descri ptive name for th e greeting.
114 Chapt er 8 Reco rding Ca ll Center Greetings P060566 5 03.
115 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 9 Setting up Intelligent Routing About Int elligent routing Intell igent routi ng gives you t r emendou s flexibilit y in controll ing how calls are rout ed.
116 Chapt er 9 Sett ing up Intellige nt Routing P060566 5 03 Mode Intell igent Overf l ow Rout ing looks a t the mode the skill set is in to determine how to handle a call. A skill s et c a n be in Da y mode, Night mode, or 24 Hour Servic e. Each mode can have its own rul es for how t o handle calls.
Chapt er 9 Setting up Intell igent Routi ng 117 Nortel Networks Call C enter Set Up and Op eration Gui de Examples of Int elligent Overflow Rou ting rules Intell igent Overfl ow Routing gives yo u flexibility in setting the rules for h ow calls are h andled.
118 Chapt er 9 Sett ing up Intellige nt Routing P060566 5 03 Example 3 In this exa mple , call s to the call cen ter go to sk ills et 1, wh ich is the co mpa ny hel p lin e. If th ere are no agents logged on to t he help line, th e call moves to sk illset 2, which i s the company’s se rvice departme nt.
Chapt er 9 Setting up Intell igent Routi ng 119 Nortel Networks Call C enter Set Up and Op eration Gui de Exam ple 5 In thi s exam pl e, cal ls to t he cal l cen ter go to sk ills et 1, wh ich is the comp any’ s help line.
120 Chapt er 9 Sett ing up Intellige nt Routing P060566 5 03 Exam ple 6 In thi s example, calls to the cal l center go t o skillset 1, which is the company’s hel p line. The Night Serv ice M ode is set to star t at 6:0 0 pm . After 6:0 0 pm t here a re no o ther s kill sets w ith ag ents logged on .
Chapt er 9 Setting up Intell igent Routi ng 121 Nortel Networks Call C enter Set Up and Op eration Gui de Exam ple 8 In this example, cal ls to the call c enter are an swered by skillse t 1, the company’ s sales skil lset. If a call i s not answered wit hin 10 seconds, it overflows to skill sets 2, 3 and 4.
122 Chapt er 9 Sett ing up Intellige nt Routing P060566 5 03 Assigning Intellig ent Overflow Routin g to a skillset 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading.
Chapt er 9 Setting up Intell igent Routi ng 123 Nortel Networks Call C enter Set Up and Op eration Gui de 7 Select the Timer check box if you w ant In tel ligen t Ove rflow Rout ing to time how l ong th e call wai ts, and enter the time that a call waits in the skillse t befo re it goes to t he destinati on that you specify.
124 Chapt er 9 Sett ing up Intellige nt Routing P060566 5 03 Movin g an Intel ligen t Ov erflow rule After you cr eate an Intelli gent Overflow ru le, you can move it to an other location in the Ove rflow Rule Table . Int ellige nt Ov erflo w rul es are appli ed to c alls in the order that th e rule s ap pear in the Overflow Rule Table.
Chapt er 9 Setting up Intell igent Routi ng 125 Nortel Networks Call C enter Set Up and Op eration Gui de Modifying an I ntelligent Overflow Rule 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Skillset List link. The S kills et Lis t pag e app ears.
126 Chapt er 9 Sett ing up Intellige nt Routing P060566 5 03.
127 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 10 Setting up Routing Tables Abou t Routing Tables Routing t ables determine how the system answer s, holds a nd routes incoming calls to age nts in your cal l center. You set up routing tabl es to handle inco ming calls fo r each skillse t.
128 Chapt er 10 Se tting up Routing T ables P060566 5 03 As you cre ate routing tables, each tab le shows whether it detects f axes. This rout ing table de tects fax call s.
Chapter 10 Setting u p Routing Ta bles 12 9 Nortel Networks Call C enter Set Up and Op eration Gui de Expected Wait Time Expected Wait Time (EWT) i s a gr eeting step tha t plays an expect ed wait time gree ting to the caller . With EWT you can play a greeting based on the expected wai t time of the ca ll in a skill set.
130 Chapt er 10 Se tting up Routing T ables P060566 5 03 Recording EWT greetings The fir st step in sett ing up an EWT Table is recording EWT gr eetings. EWT greeti ngs notify calle rs of their expec ted w ait tim e in a skills et. R efer t o “Recording a Call Center gre eting” on page 109 .
Chapter 10 Setting u p Routing Ta bles 13 1 Nortel Networks Call C enter Set Up and Op eration Gui de Setting up an EWT Table 1 Click th e Call Center heading. 2 Click th e Expected Wait Time Table s link. The EWT Greeti ng Tables page app ears. If you use Pr ofessional Cal l Center you have 2 0 EWT Greeting Tables.
132 Chapt er 10 Se tting up Routing T ables P060566 5 03 4 Click th e Add button. The Wait Time Interval p age appears. 5 In the Wait Ti me Interval box enter the fi rst EWT value in the format hh:mm:.
Chapter 10 Setting u p Routing Ta bles 13 3 Nortel Networks Call C enter Set Up and Op eration Gui de 12 If you us e Business Communic ations Mana ger, you can ent er a caption fo r the table. Click th e Add Caption li nk. The EWT Table Ca ption page appear s.
134 Chapt er 10 Se tting up Routing T ables P060566 5 03 Deleting an EW T Table Before yo u can delete an EWT Tab le that is used by a routing tabl e you must disabl e the skillset that us es the EWT Table. If y ou want to delete an EWT Table that is not referenced b y a skillset, start at step 10.
Chapter 10 Setting u p Routing Ta bles 13 5 Nortel Networks Call C enter Set Up and Op eration Gui de Changing an EWT Table 1 Click th e Expected Wait Time Table link. The EWT Greeti ng Tables page app ears. 2 Click th e Change link for t he table you want t o change.
136 Chapt er 10 Se tting up Routing T ables P060566 5 03 About types of Routing T able steps You c an ad d th ese ty pes of step s to routi ng t ables : Greeting A Greeting step plays a g reeting to callers waiti ng in a skills et. You assign greeting pa rameters to each gr eeting.
Chapter 10 Setting u p Routing Ta bles 13 7 Nortel Networks Call C enter Set Up and Op eration Gui de Greeting st ep parameters You can assign th ese parameter s to greeting s teps. If the fi rst step in a routin g table is a Greeting step, it can detect fax calls and r oute them to th e skillset m ailbox for the r outing table.
138 Chapt er 10 Se tting up Routing T ables P060566 5 03 Adding a Greeting step Greetin g steps play a message to waiting call ers. To add a Greeting step 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Skillset List link. The S kills ets L ist pa ge appea rs.
Chapter 10 Setting u p Routing Ta bles 13 9 Nortel Networks Call C enter Set Up and Op eration Gui de 5 Click th e In sert link . The Routin g Step page appe ars.
140 Chapt er 10 Se tting up Routing T ables P060566 5 03 8 At the Int elligent Caller I nput Routing opti on, select how you wa nt callers to b e able to trans fer t heir c alls: • Sel ect Non e if you do not want caller s to be able to t r ansfer their calls.
Chapter 10 Setting u p Routing Ta bles 14 1 Nortel Networks Call C enter Set Up and Op eration Gui de Adding a Distribute for step Distri bute for steps p ut callers on hold while t hey wait for an agent. To add a Distribute for step 1 Start Ca llPilot Ma nager.
142 Chapt er 10 Se tting up Routing T ables P060566 5 03 Adding a Goto step Goto step s send a caller to another s t ep in the routing tab le. You can add a G oto step only to the end of a r outing table. To add a Goto step 1 Start Ca llPilot Ma nager.
Chapter 10 Setting u p Routing Ta bles 14 3 Nortel Networks Call C enter Set Up and Op eration Gui de Adding a Transfer step 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Skillset List link. The S kills et Lis t pag e app ears.
144 Chapt er 10 Se tting up Routing T ables P060566 5 03 Adding a Disco nnect step Disconnec t steps relea se a call fr om the skills et it is in. If the first st ep in a routi ng table is a Disconnec t step, Call Cent er does not answer the call. To add a disconnect st ep 1 Start Ca llPilot Ma nager.
Chapter 10 Setting u p Routing Ta bles 14 5 Nortel Networks Call C enter Set Up and Op eration Gui de Assigning Ro uting T able hours of operation To assign the routing table hours of o peration for each day of the we ek, you set the start times fo r the Day an d Night Routing T ables for each s killset.
146 Chapt er 10 Se tting up Routing T ables P060566 5 03 5 For e ach da y of the w eek se t the h our s of op erati on f or the skills et: • to have t he skillset op erate in 24 hour mode, leave the.
Chapter 10 Setting u p Routing Ta bles 14 7 Nortel Networks Call C enter Set Up and Op eration Gui de Setting the Service Mode for skills ets You m ust s et the Serv ice M ode th e skil lset uses s o that calls are a nswe red co rrec tly.
148 Chapt er 10 Se tting up Routing T ables P060566 5 03 4 The d ispla y sho ws the S ervic e Mode for sk illse t 1. In this example, skil lset 1 is in Auto mode.
Chapter 10 Setting u p Routing Ta bles 14 9 Nortel Networks Call C enter Set Up and Op eration Gui de Example of a Day Routing Table To set up the routing tab le steps is shown in “Example of Day Rout ing Table steps” , follo w the procedur e “To set up the Day Routing Table exampl e” .
150 Chapt er 10 Se tting up Routing T ables P060566 5 03 11 In the Distri bute for box enter th e time 01:0 0 . 12 Click th e Submit button. The Distr ibute For step a ppears as step 2 in the Day Routi ng Table list. 13 Click th e In sert link fo r the End step.
Chapter 10 Setting u p Routing Ta bles 15 1 Nortel Networks Call C enter Set Up and Op eration Gui de Exam ple of a Ni ght Rout ing Tabl e To set up the routing tab le steps shown in “Example of Night Rout ing Table steps” , follow the procedur e “To set up the Ni ght Routing Table example” .
152 Chapt er 10 Se tting up Routing T ables P060566 5 03 Chan ging a Routin g Table You must disable a skil l set before you can cha nge its routing table. For h ow to disab le a sk ills et refe r to “Disabling a s killset” on pa ge 59 . Reviewing Rout ing Table steps You c an rev iew t he s teps f or en able d skil lset s.
Chapter 10 Setting u p Routing Ta bles 15 3 Nortel Networks Call C enter Set Up and Op eration Gui de 5 Click th e Modify link f or the step you wan t to change. The Routin g Step page appe ars. 6 Make the ch anges you want t o the routing ta ble step.
154 Chapt er 10 Se tting up Routing T ables P060566 5 03.
155 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 11 Creating Caller Input Rul e s If you us e Professional Call Center, you ca n create Caller Input Rules that route calls t o other skills ets or loca tions based on cal ler multi- digit DTMF inp ut.
156 Chapt er 11 Cr eating Caller Input Rul es P060566 5 03 4 Click th e Create link for the Caller Input Rules Tab le you want to add a rule to. The Rule Ta ble Properties page appears.
Chapter 11 Creati ng Caller Input R ules 15 7 Nortel Networks Call C enter Set Up and Op eration Gui de 8 Click th e Add button. The Match Rul e Setup page ap pears. 9 In the Match String box type t he string yo u want to mat ch. You c an us e # and * as wild card c harac ter s.
158 Chapt er 11 Cr eating Caller Input Rul es P060566 5 03 — if y ou select Line or Pool, in the Line/Pool # box type the li ne or line pool n umber used • if you wan t to transfer the call to the.
Chapter 11 Creati ng Caller Input R ules 15 9 Nortel Networks Call C enter Set Up and Op eration Gui de Using wildcard ch aracters You can use the wil dcard chara cters # and * in the ma tch string: .
160 Chapt er 11 Cr eating Caller Input Rul es P060566 5 03 6 The C all C enter Adm inistr ator c rea ted th ree ru les f or Ru les Ta ble 1: • rule 470 9####. Customers with servers have a personal ident ification numbe r that begins with 4709 • rule 570 9####.
Chapter 11 Creati ng Caller Input R ules 16 1 Nortel Networks Call C enter Set Up and Op eration Gui de Changing a C aller Input rule You can cha nge a caller input rule at a ny time. If you want to change the length for the r ules in a Caller I nput table, re fer to “Changing the r ule length for a Cal ler Input Table ” on page 162 .
162 Chapt er 11 Cr eating Caller Input Rul es P060566 5 03 Changing the rule length for a Caller Input Table 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Caller Input Rules li nk. The Calle r Input Rul es Tables page ap pears.
Chapter 11 Creati ng Caller Input R ules 16 3 Nortel Networks Call C enter Set Up and Op eration Gui de Changing a Caller Input Rule 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Caller Input Rules li nk. The Calle r Input Rul es Tables page ap pears.
164 Chapt er 11 Cr eating Caller Input Rul es P060566 5 03 To clear a Caller Input Rule Table 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Caller Input Rules li nk. The Calle r Input Rul es Tables page ap pears. 4 Click th e Clear link for the table you want to clear.
165 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 12 Line ad ministr ation Before Ca ll Center can a nswer an incomi ng line, you mu st assign the line to be answe red by a Call Center s killset.
166 Chapt er 12 Lin e admini stration P060566 5 03 Configuring lines You must di sable a skillset and wait unt il there are no call s in the skills et before you can add lines to it.
Chap ter 12 Li ne admi nistrat ion 167 Nortel Networks Call C enter Set Up and Op eration Gui de To configure a line 1 Start Ca llPilot Ma nager. 2 Click th e Auto-Attendant hea ding. The Lines Administration pa ge appears. 3 Click th e Change lin k for th e line you w ant to assig n to a skills et.
168 Chapt er 12 Lin e admini stration P060566 5 03 Configuring several lin es 1 Start Ca llPilot Ma nager. 2 Click th e Auto-Attendant hea ding. 3 Click t he Change Many Lines link. The Change M any Lines page app ears. 4 In the From box typ e the number of the first line t o add.
169 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 13 Setting up Call Center ge neral properties Settin g up Call Center in cludes assi gning the language and setting up general Call Center propert ies. You can gene rate a Syste m Configuration Rep ort to see a s napshot of your Ca ll Center sett ings.
170 Chapt er 13 Se tting up Call Cente r general properties P060566 5 03 4 If you wan t to use a Primary and an Alterna t e la nguage, select t he Enable Biling ual check box. If yo u clear this ch eck box alternat e language pr ompts are not avai lable.
Chapter 1 3 Setting up Call Cen ter general propertie s 171 Nortel Networks Call C enter Set Up and Op eration Gui de General Call Center properties When you set up Call Center you m ust assign values f or the general p roperties.
172 Chapt er 13 Se tting up Call Cente r general properties P060566 5 03 Call Center Reporting properties Address The Call Ce nter Reporting p r opert i es let you control who ca n access Call Center Repor ting, and whet her in form ation from the da ta stre am is col lecte d.
Chapter 1 3 Setting up Call Cen ter general propertie s 173 Nortel Networks Call C enter Set Up and Op eration Gui de Setting up general C all Center propertie s For infor mation about the gene ral Call Center pro perties refer to “Gen era l Call Cente r pro per ties” on page 171 .
174 Chapt er 13 Se tting up Call Cente r general properties P060566 5 03 9 From the Supe rvisor Help Request Timeou t list select a v alue between 1 and 60 seconds. The defau lt is 12 seco nds. 10 From the Supe rvisor Help from opt ions select al l skillset s or a gent ’s ski llsets only .
Chapter 1 3 Setting up Call Cen ter general propertie s 175 Nortel Networks Call C enter Set Up and Op eration Gui de System Configuration R eport The Syste m Configur ation Report includes infor m ation a bout Call Center conf iguration.
176 Chapt er 13 Se tting up Call Cente r general properties P060566 5 03 Call Center overflow • Skillset numbe r • Skills et name • Enable d or disabled •R u l e • Service M ode • Conditi .
Chapter 1 3 Setting up Call Cen ter general propertie s 177 Nortel Networks Call C enter Set Up and Op eration Gui de To generate the System Confi guration Report 1 Start Ca llPilot Ma nger. 2 Click th e Reports heading. 3 Click th e S ystem Configurati on link .
178 Chapt er 13 Se tting up Call Cente r general properties P060566 5 03.
179 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 14 Monitoring Call Center call activity Monitoring cal l activity There ar e two ways that you can monitor cal l activit y at you.
180 Chapt er 14 Mon itoring Cal l Center cal l activity P060566 5 03 Setting up Silent Monitor on y our system For monito ring to be sile nt, you must have Silent Monitor set up in Unified Man ager. To do this, you must be familiar with us ing the Busin ess Communication Ma nager Unified Manag er.
Chapter 14 Monitorin g Call Cente r call ac tivity 18 1 Nortel Networks Call C enter Set Up and Op eration Gui de Using Silent Monitor with Ans wer D N If you ha ve an Answer DN programmed for your ma.
182 Chapt er 14 Mon itoring Cal l Center cal l activity P060566 5 03 Logging on and mo nitoring age nt calls You must be logged on to monitor an d answer cal ls. You cannot log on if the maximum numbe r of agents i s logged on, if yo u are logged on to another telepho ne, or if someone el se is logged on t o your tel ephone.
Chapter 14 Monitorin g Call Cente r call ac tivity 18 3 Nortel Networks Call C enter Set Up and Op eration Gui de 14 If you want to joi n th e call, pres s JOIN . Y o u can p res s MUTE to mut e your voic e while you monitor . NO TE: If you u se CallPilot 100 /150, Join and Mute do not appear , but Info does inste ad.
184 Chapt er 14 Mon itoring Cal l Center cal l activity P060566 5 03 About monitoring sessions Receiving a call on y our telephone If you are moni toring an agent and y ou get a call on y our telephon e, the m oni tor ing se ssio n ends if you a nswer the c all.
Chapter 14 Monitorin g Call Cente r call ac tivity 18 5 Nortel Networks Call C enter Set Up and Op eration Gui de Monitoring ski llsets Use ≤ ·‚· (Di splay Wait ing Calls) to vi ew informatio n about skillse ts and the ca lls waiti ng in skills ets .
186 Chapt er 14 Mon itoring Cal l Center cal l activity P060566 5 03 An example of mon itoring skillsets In th e ex amp le sh own here, the re a re c alls waiti ng in sk ills et 1.
Chapter 14 Monitorin g Call Cente r call ac tivity 18 7 Nortel Networks Call C enter Set Up and Op eration Gui de T aking some Not Ready time If you us e ≤ ·‚° (Not Ready), you do not receive Cal l Center calls.
188 Chapt er 14 Mon itoring Cal l Center cal l activity P060566 5 03 Logging off Log off when you compl ete your shift or will be away from your t elephone for an extend ed period. 1 From the di splay that shows you r name on the to p line, press OUT .
Chapter 14 Monitorin g Call Cente r call ac tivity 18 9 Nortel Networks Call C enter Set Up and Op eration Gui de Supervisor H elp With Super visor Help an a gent on a call ca n request help f rom a supervis or by pressing a programmed fea ture button.
190 Chapt er 14 Mon itoring Cal l Center cal l activity P060566 5 03 If the supervisor deni es or ignores a h elp request, the request is escalated. The ≤·‚fl indicat or flashes qui ckly on the se ts of all su pervisors who are notified of t he escalate d request.
Chapter 14 Monitorin g Call Cente r call ac tivity 19 1 Nortel Networks Call C enter Set Up and Op eration Gui de Configuring Sup erviso r Help To set up Super visor Help yo u must configur e the general Cal l Center pro perties for request timeout and s upervisor sele ction method.
192 Chapt er 14 Mon itoring Cal l Center cal l activity P060566 5 03 Ho w to ha ndle missed requests When a super visor’s Supervi sor Help LCD indicat or is fl ashing, the supe rvisor can ret rieve escala ted or missed Su pervisor Help re quests. If there are one or more request s, C all Cente r shows all of the requests .
193 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 15 Activity Codes Agen ts use Acti vity C odes to allo cate the ti me the y spe nd on call s to o ne or more ac tiv ities. Call Center stores the amount of ti m e a llocated to an Acti vity Code and the number of times an Acti vity Code is en tered.
194 Chapt er 15 Ac tivity Codes P060566 5 03 Agents ha ve the option of pressing ≤· ‚‡ to enter an Ac tivity Cod e fro m the time t he c all start s until the en d of the act ive peg period .
Chapt er 15 Activ ity Code s 195 Nortel Networks Call C enter Set Up and Op eration Gui de Examples of Activity Code calls Duri ng an a ctive cal l, eac h time a n ag ent en ters a n Act ivity Code , the t ime u p to th at poi nt is recorde d with the Activi ty Code entere d.
196 Chapt er 15 Ac tivity Codes P060566 5 03 Activity Codes C all Center autom atically enter s: A u topegs and System Activity Co des Call C ente r has t wo ty pes of Ac tivity Code s it ca n auto mati cal ly ent er: • Autopegs. S ee “Autopegs” on page 196 .
Chapt er 15 Activ ity Code s 197 Nortel Networks Call C enter Set Up and Op eration Gui de A utopeg example 3 During th e call, the a gent enters thr ee Activity Codes. The agent does not en ter another Activity Code duri ng the active peg period. Call Cent er counts Activity Code 1 , 2, and 3 for an additional 12 minu tes.
198 Chapt er 15 Ac tivity Codes P060566 5 03 Examples of Syst em A ctivity Code calls Exam ple 1: No P eg A call where the agent does not enter an Activity Code. Example 2: Held Call Abandoned and No P eg A Prompted c all where an on-ho ld caller hangs up .
Chapt er 15 Activ ity Code s 199 Nortel Networks Call C enter Set Up and Op eration Gui de Example 3: No Peg and Non Agent A Prompted c all transferred to non-agent, where the agen t does not enter an Activity Code. Exam ple 4: Non Agent A Pro mpte d or Op tion al ca ll t hat is transf err ed to a non-a gent .
200 Chapt er 15 Ac tivity Codes P060566 5 03 Pr om pted and Opt ional Activ ity Code logging You ap ply the Prompted or Optional sett ing to ski llsets and a gents using CallPilot Mana ger. If you set a s killset to Prompted, all of the call s to the skill set must have Ac tivity Codes entered for th em.
Chapt er 15 Activ ity Code s 201 Nortel Networks Call C enter Set Up and Op eration Gui de Example 3: Prompted or Optional where the agent ente r s an Activity Code during a call Example 4: Pr ompted .
202 Chapt er 15 Ac tivity Codes P060566 5 03 Ho w Activity Codes interact with system features T ransfer to Agent If a ca ll is transfe rred to another agent, the se cond agent can continue to ente r Activity Cod es for the cal l . Here are three exampl es, all wit h Prompted Activity Co des.
Chapt er 15 Activ ity Code s 203 Nortel Networks Call C enter Set Up and Op eration Gui de Example 3: The second a gent ent ers an Act ivity Code Break Time Break Tim e is a skills et property that gives ag ents an i nterval to c omplete tasks related to the previou s call.
204 Chapt er 15 Ac tivity Codes P060566 5 03 Creating Activity Cod es You creat e Activity Codes u sing CallPil ot Manager. The Acti vity Codes tabl e can have a maximum of 2,00 0 entries. T o create an Activity Code 1 Click th e Call Center heading a nd click the Activity Co des link.
Chapt er 15 Activ ity Code s 205 Nortel Networks Call C enter Set Up and Op eration Gui de Changing an Activity Code You can cha nge an Activity Cod e’s name and des c ripti on. You cannot change an Activity Code’ s number . 1 Click th e Call Center heading a nd click the Activity Co des link.
206 Chapt er 15 Ac tivity Codes P060566 5 03 Impor tin g Activity Code s If you us e Business Communicat ions Manager, you can import files of Activ ity Codes. You can update t he Activity Code t able with a sp readshee t or other fil e. You specify wheth er the file replac es the Activity Code list, or is added to it.
Chapt er 15 Activ ity Code s 207 Nortel Networks Call C enter Set Up and Op eration Gui de T o import a list of Activity Codes 1 Click th e Call Center heading a nd click the Activity Co des link. The Activ ity Codes page appe ars. 2 Click th e Im port button.
208 Chapt er 15 Ac tivity Codes P060566 5 03 Assigning Act ivity Code sett ings to ag ents and skillse ts By defaul t agents and sk illset s have Optional p rompting for Ac tivity Codes.
Chapt er 15 Activ ity Code s 209 Nortel Networks Call C enter Set Up and Op eration Gui de Ho w ag ents enter Activity Codes ≤·‚‡ is the Feature Code for Ac tivity Codes. We recommend tha t agen ts program ≤·‚‡ to a memory button on their telephone.
210 Chapt er 15 Ac tivity Codes P060566 5 03.
211 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 16 Tips for operating Call Center This chap ter provides t ips to improve the opera tion of Call Cent er. Agent administration • Agents can log on to any telephone on the system.
212 Chapt er 16 T ips for operat ing Call C enter P060566 5 03 Routing Table administration • Use Forced Play greeti ngs spari ngly. If you use For ced greetings, k eep them as shor t as possibl e. Many long Force d Play greetings slows transfer ring cal ls to agents and causes unpr edict able incre ases in dist rib ution time s.
Chapter 16 Tips for o perating Call Center 213 Nortel Networks Call C enter Set Up and Op eration Gui de How to calculate the lo ngest time a c aller can be on hold The formul a used to calcul ate the.
214 Chapt er 16 T ips for operat ing Call C enter P060566 5 03 Tips to imp rove the efficiency of Call Center Plan for busy times: • when you assign agents t o the skillset s, assign as many qu alif.
Chapter 16 Tips for o perating Call Center 215 Nortel Networks Call C enter Set Up and Op eration Gui de • Do not a ssign IP teleph ones to the DN used by Call Cent er. The user does n ot receive a n error message if this happens, eve n though IP telephones usua lly warn a user if the re are conflicti ng telepho ne DNs.
216 Chapt er 16 T ips for operat ing Call C enter P060566 5 03 • B2 CDNs can not be used as a pr ime set for tar get lines. F or information ab out determining a v ailable B1 and B2 e xtensions on buses 6 and 7 when you use P artial Double De nsity mode, refer to the Business Co mm unicat ions Manager Pr ogr amming Operat ions Guide.
217 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 17 Examples of Call C enter co nfigura tions There ar e many ways to set up Call Center in you r company.
218 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Gener al Config uratio n Skills et 1 pr oper ties Key c o d e Basic Call Cent er Hardware Busin ess Comm unications Manager Age.
Chapt er 17 Exam ples of Ca ll Cent er configur ations 219 Nortel Networks Call C enter Set Up and Op eration Gui de Routing T ables Da y Routing T abl e steps 1 - Gre eting 1 2 - Dis tr ibute 01: 30 .
220 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Ser vice Mo de Overflo w.
Chapt er 17 Exam ples of Ca ll Cent er configur ations 221 Nortel Networks Call C enter Set Up and Op eration Gui de Skills et 2 pr oper ties Routing T ables Name Ser v_Inst MWI DN 334 Method Least bu.
222 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Ser vice Mo de Overflo w.
Chapt er 17 Exam ples of Ca ll Cent er configur ations 223 Nortel Networks Call C enter Set Up and Op eration Gui de Pr ofessiona l Call Center with Repor ting A year af ter they insta lled Basic Call Center, Mosai c Hardwood Flooring m oved to a larger locati on and expanded the ir team to 33 members .
224 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Gener al Config uratio n Addition al key codes Call Ce nter Prof essional Upg rade, R epor ting f or Call Cente r Agents Ag ent.
Chapt er 17 Exam ples of Ca ll Cent er configur ations 225 Nortel Networks Call C enter Set Up and Op eration Gui de Gene ral Pro per ties Caller Input Rules Greet ing 53 The e xpected wait time for y our call is 12 minutes .
226 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Expected W ait Time Activity Codes.
Chapt er 17 Exam ples of Ca ll Cent er configur ations 227 Nortel Networks Call C enter Set Up and Op eration Gui de Lines Skills et 1 Pr oper ties Name Sales MWI DN 333 Method Least bus y Attendant E.
228 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Routing T ables Da y Routing T able steps 1 - Gre eting 1 Adv anced Cal ler Input: T able 1 2 - Distrib ute 00:50 3 - Gre eting.
Chapt er 17 Exam ples of Ca ll Cent er configur ations 229 Nortel Networks Call C enter Set Up and Op eration Gui de Ser vice Mo de Overflo w.
230 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Skills et 2 Routing T ables Pr oper ties Name Support MWI DN 334 Method Least Busy Attendant Ext 222 Use p revio us __ calls to.
Chapt er 17 Exam ples of Ca ll Cent er configur ations 231 Nortel Networks Call C enter Set Up and Op eration Gui de Ser vice Mo de Overflo w Night Ro uting T able st eps 1 - Send to Skillset Mail box.
232 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Skills et 3 Routing T ables Pr oper ties Name Installatio n MWI DN 335 Method Least Busy Attendant Ext 222 Use p revio us __ ca.
Chapt er 17 Exam ples of Ca ll Cent er configur ations 233 Nortel Networks Call C enter Set Up and Op eration Gui de Ser vice Mo de Overflo w Night Routi ng T able steps 1 - Send to Skillset Mail box.
234 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Skills et 4 Routing T ables Pr oper ties Name Pref erred MWI DN 336 Method Least Busy Attendant Ext 222 Use p revio us __ calls.
Chapt er 17 Exam ples of Ca ll Cent er configur ations 235 Nortel Networks Call C enter Set Up and Op eration Gui de Ser vice Mo de Overflo w Night Routi ng T able steps 1 - Send to Skillset Mail box.
236 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Multimedia Call C enter Mosaic Har dwood Flooring wan ts to enhance their webpage to be voice-e nabled. They se nd an e-ma il to se lec t cust omer s with the la tes t infor mati on abo ut ne w pro duct s and s pecia ls.
Chapt er 17 Exam ples of Ca ll Cent er configur ations 237 Nortel Networks Call C enter Set Up and Op eration Gui de Activity Codes Greet ing 14 8 Vo i c e Welco me to Mos aic Ha rdwood Floo ring. Pl ease st ay on th e line fo r one of our representa tives.
238 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Lines Skills et 5 Skills ets 1 - 4 are unch anged. See: • “Skillset 1” on page 227 • “Skillset 2” on page 230 • .
Chapt er 17 Exam ples of Ca ll Cent er configur ations 239 Nortel Networks Call C enter Set Up and Op eration Gui de Routing T ables Day Routing T able steps 1 - Greeti ng 148 F orced Greeting 2 - Dis.
240 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Ser vice Mo de Overflo w.
241 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 18 Troublesho oting Call Center This chapt er contains trou bleshooting in formatio n for problems tha t can occur while set ting up and operati ng C all Center. Resetting passwo rds You can re set passwords if they are los t or forgotten .
242 Chapt er 18 Troubles hooting Cal l Center P060566 5 03 To reset the Operator password using a phone Resetting the Call Center Administrator pass word You can reset th e Call Center Adm inistrator pa ssword if it is lost or for gotten.
Chap ter 18 Tr oubles hooting C all Cen ter 243 Nortel Networks Call C enter Set Up and Op eration Gui de Agent p roblems Agent log on problems If an ag ent cannot log on at their phon e: • ensure t.
244 Chapt er 18 Troubles hooting Cal l Center P060566 5 03 If an agen t uses their Ans w er DN telep hone to answer a cal l that is transferre d to them, Call Cente r does not recognize th e agent as being b usy, and stil l sends calls t o the agent’ s main set.
Chap ter 18 Tr oubles hooting C all Cen ter 245 Nortel Networks Call C enter Set Up and Op eration Gui de Follow-me browsing (Multimedia Call Center Agents only) Follow-me b rowsing does not wor k with embedded Fl ash animations. I f an agent clic ks a Flash button, t he image the a gent sees is not displayed to the caller.
246 Chapt er 18 Troubles hooting Cal l Center P060566 5 03 Skillset problems Problems ena b ling skill sets Make sure t hat skillset s are assigned a valid CDN before you enable them. If yo u cannot enable a skills et, make sure you as signed it a valid CDN.
Chap ter 18 Tr oubles hooting C all Cen ter 247 Nortel Networks Call C enter Set Up and Op eration Gui de Call processing problems To achieve the most efficien t use of your Call Ce nter, make sure you oper ate Call Center wit hin its maximum limit s.
248 Chapt er 18 Troubles hooting Cal l Center P060566 5 03 Calls do not distribute to certain agents Check tha t the agent is l ogged on and avail able.
Chap ter 18 Tr oubles hooting C all Cen ter 249 Nortel Networks Call C enter Set Up and Op eration Gui de Call Center calls do not foll ow Call Forward rules, but non-Call Center calls do For exam ple, an agent is logged onto a set that is conf igured to CFNA to voi cemail.
250 Chapt er 18 Troubles hooting Cal l Center P060566 5 03.
251 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 19 Call Center Programming Record For this progra mming task see on page Record th e Feature Codes used by Call Center Feature Co.
252 Chapt er 19 Cal l Center Pr ogramming Re cord P060566 5 03 Feature Codes General Call Center properties Operator/Busin ess Status Feature cod e name Dialpad buttons Custom Feature Code Displ ay Wa.
Chap ter 19 C all Cente r Progr amming R ecord 253 Nortel Networks Call C enter Set Up and Op eration Gui de Call Center sk illsets Skillset parameter Rul es Default Skillset # Skillse t name Maximum .
254 Chapt er 19 Cal l Center Pr ogramming Re cord P060566 5 03 Call Center Greetings Greeting number Greeting informa tion.
Chap ter 19 C all Cente r Progr amming R ecord 255 Nortel Networks Call C enter Set Up and Op eration Gui de Intelligent Overflo w Routing Skillset: Service M ode (circle one) Conditions Acti on Day N.
256 Chapt er 19 Cal l Center Pr ogramming Re cord P060566 5 03 Call Center agents Agent ID and type Agent name Supervis or status Y/N Names an d #s of skillset s agent is ass igned to Priority Mis sed.
Chap ter 19 C all Cente r Progr amming R ecord 257 Nortel Networks Call C enter Set Up and Op eration Gui de Skillset assignments Skillset name and # Agent ID an d name Priority.
258 Chapt er 19 Cal l Center Pr ogramming Re cord P060566 5 03 Skillset mailboxes Skillset # Mailbox name Mailbox numbe r (Control DN) MWI extens ion Mailbox pa ssword.
Chap ter 19 C all Cente r Progr amming R ecord 259 Nortel Networks Call C enter Set Up and Op eration Gui de Rout ing Tabl es Skillset # ___________ ____ Day or Ni ght _________ ______ Step # Type of .
260 Chapt er 19 Cal l Center Pr ogramming Re cord P060566 5 03 Caller Input Ru les Rule ta ble # __________ _____ Length: Fixed ____ ___________ Variable __ _____________ Match s tring Action.
Chap ter 19 C all Cente r Progr amming R ecord 261 Nortel Networks Call C enter Set Up and Op eration Gui de Intelligent CL ID/DNIS Routing Type of ca ll: Line, Multimedi a Call Cen ter, CLID/ANI, DNI.
262 Chapt er 19 Cal l Center Pr ogramming Re cord P060566 5 03 Line answering Line # Skillset # # of rings (0 t o 12) for Calle r ID minimum 2 rings Expected Wai t Time settings.
263 Nortel Net works Ca ll Center S et Up and O peration Guide Glossary AA See Automat ed Attendant . Agent An ag ent is a pers on wh o is as sign ed to a nswe r calls for one or more skill sets in your call cente r. Agent ID When you add a n agent, Call Cente r assigns an age nt ID number you us e to identify t he agent.
264 Gl ossary P0605 665 03 CDN See Contro l Directory Nu m ber . Call Center Call Cent er receives, hol ds and routes calls to agent s in a call cent er. call cent er A call ce nter is a depart ment or a busines s that uses Norte l Networks Call Ce nter to handle numerou s incoming calls .
Glossary 265 Nortel Net works Ca ll Center S et Up and O peration Guide Class of Service The Class of Service de fines the value s for mailboxe s. Control Directory Number (CDN) The Contro l Directory Number (Cont rol DN or CDN) is the extension numbe r of a Call Center s killset.
266 Gl ossary P0605 665 03 Dynamic c all priority Call p riori ty is d isti nct fro m agen t pr iority . If a wa itin g cal l need s to be route d, fo r example whe n an agent beco m es avai lable, Call Ce nter determines which waiting cal l must be han dled next.
Glossary 267 Nortel Net works Ca ll Center S et Up and O peration Guide Memory bu tton indicator Memory butt on indicators ar e the triangul ar-shaped indi cators on a ph one next to the memory bu ttons. Memory button indic ators can be u sed to monitor call activit y and view the Login /Logout status a nd the Not Ready s t atus of agents.
268 Gl ossary P0605 665 03 Real time Real ti m e is a t erm for when th ere is very lit t le res ponse time bet ween when a n event occurs a nd when the informat ion about th e event is displayed. You can monitor the re al time or c urrent situat ion of agents and call acti vity by using t he Display Waitin g Calls Feature Code.
Nortel Net works Ca ll Center S et Up and O peration Guide 269 Index Numerics 24 Ho ur Ser vice mode , skil lset 11 6 A Activity Codes 45 agent settings 208 Autopegs 1 96 Break Time 2 03 chan ging 205.
270 Index P0605 665 03 CallPilot Auto Attendant and Call Cent er 14 call rout ing 14 CCR an d Call Ce nter 14 CallPilot mailbox interface 28 CallPilot Mana ger 13, 16, 19 interface 23 starting 19 time.
Index 27 1 Nortel Net works Ca ll Center S et Up and O peration Guide agent 32 Custom Feature Codes 32 desc ripti ons 31 , 32 det ermin ing 29 Display Waiting Calls 31, 32, 171, 17 9, 18 6 Log off 31,.
272 Index P0605 665 03 en velope, Nors t ar V oice Mail 75 next, CallPilot 77 next, Norstar V oice Mail 76 pausin g 76 previo us, C allPi lot 7 7 pre v ious, Norstar V oice Mail 76 rewindin g 75, 77 s.
Index 27 3 Nortel Net works Ca ll Center S et Up and O peration Guide Remotely opening a s killset mailbox 65 Replaying messag es 76 Reply f eature 77 Replyi ng to an external mes s age sender 81 usin.
274 Index P0605 665 03 greeting ex ample 68, 72 initializing 63 leaving a message in 212, 214 listening to mess ages 74 Message Waiting Indication exte nsion 62 messag es 74 messag es waiting 267 numb.
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