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Nortel Networks Call Center Telephone User's Manual

1. If a call exceeds the Secondary alert time e a memory button indicator programmed with Display Waiting Calls Ce Q J 0 EJ flashes quickly 9 0 O flashes based on the status of all the calls in the call center e a memory button indicator programmed with Agent Login C P 0 4 J flashes quickly 9 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 19 Note Agents do not have to be logged on to see the Display Waiting Calls memory button flashing A memory button must be programmed with the Display Waiting Calls Feature Code and the Primary alert time must be set up for the memory button to show waiting calls status Call Center Telephone Administration Guide 26 Chapter 3 Call Center general properties Reserved channels Reserved channels are voice channels that are reserved for use by Call Center If you reserve channels
2. 005 15 Setting up Call Center with a two line display telephone 04 15 Pe OICMIANMIGOUL encerran aa EAN OEE A 15 Using The dialpad occ de cena CER TSE EEE distr rir etik ronen 16 Symbols and conventions used in this guide 00 0c eee eee eee 17 About telephone DUUONS 4 27cn ges sD eee gree evehiw Ree Hebe ee aea 17 Feature COURS 2 6 cnGcunde ceded ied beaw ieiet aroi ee iite r hirie EnEn nEn 18 Programming a memory button with a Feature Code 0 00 eee 19 Feature Codes used by Call Center Administrators and supervisors 20 Feature Codes used by Call Center agents 00 0c cece eee 21 Agen Feature Codes cicveodt och Sade eke enh ce eh o a E a 21 Chapter 3 Call Center general properties 00 0 cee eee eee eee eee 23 Enabling the Call Center software authorization code 0 00 eee ees 23 Setting Call Center general properties 0 0 ccc teens 25 Primary and Secondary alert times 0 0000 ccc eee eee 25 Reserved chann lS 200 4 cick codes OE KdV SERRE RAE DS a ee 26 SmI CARDO 2c csbsneacacpeneda vacua endad ds eee tawgeaneuecede 27 Setting the Supervisor Help request timeout 00 0 cee 28 Selecting skillsets supervisors can receive help requests from 28 COmguring INES 2 00 i eee Sage ee dee Ghee Eke eRe ee ewe EES RRS Cae ee BEES 29 Setting the Answer Lines status 0 0000 eee eee 31 Resetting the
3. Programmed 1 Press BJ Do not lift your handset The display shows Program Features Press a memory button with an LCD indicator Press Enter the Feature Code number that you want to program For example enter P 0 9 to program the Display Waiting Calls Feature Code See the tables Feature Codes used by Call Center agents on page 21 and Agent Feature Codes on page 21 for the Feature Codes Repeat steps 1 through 5 for each Feature Code you want to program The display shows that the button is programmed and then ends the session Use the paper labels that come with your telephone to identify the programmed button To use the Feature Code press the labeled button Call Center Telephone Administration Guide 20 Chapter 2 About Call Center telephone administration Feature Codes used by Call Center Administrators and supervisors Use this Feature Code To Open Mailbox e eji e open skillset mailboxes e record skillset mailbox greetings e listen to messages in the skillset mailbox Operator Settings ojej2e 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 Modes for skillsets on page 148 and
4. Expected Wait Time 5 tables 20 tables Activity Codes 2 000 entries Dynamic agent priority levels Not available 20 Caller Input Tables Not available 30 CallPilot Manager Available Call Center Reporting i a OE A a Included Dynamic call priority levels Not available 20 N0025637 01 Chapter 1 About Call Center 11 Features Basic Call Center Enhanced Call Center Overflow rules per skillset 20 20 Basic Intelligent Caller Input Routing the ability to route a call to an Operator Auto Attendant skillset mailbox CCR Tree or internal or external number Available Advanced Intelligent Caller Input Routing the ability to route a call based on multi digit fixed or variable strings Not available Available Delegated Call Center Administration the System Administrator can create a password to give a Call Center Administrator or supervisor access to Call Center administration Available Intelligent Overflow 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 the Auto Attendant or an operator Available Intelligent CLID DNIS Routing Not available Available Overflow rules per skillset 20 Service Mode you specify the start and end times for the day and night skillset for each day of the week Available Call Center Telephone Adm
5. 0 0000 cee ees 60 Skillset Mae password i 4 iedis does eu RAES Ge Ee ESE CA ROLE eeh eee eke eR eL 61 Changing a skillset mailbox password 0 0 c cee teens 61 Resetting a skillset mailbox password 0 cece ee eee 62 Recording skillset mailbox greetings 0 c eee ees 63 Examples of Primary and Alternate greetings 0000e eee eee 63 Choosing a Primary or Alternate skillset mailbox greeting 04 65 Recording a Personalized skillset mailbox greeting 0 0 eee eee 67 Deleting a Personalized mailbox greeting 0 cee eee ee 68 Checking skillset mailboxes for messages 000 naana 69 Playing skillset mailbox messages 4 ccc cence e en ea eben e eee he RRR E 70 Retrieving erased messages 06 0 73 Replying 10 MESSAGES oka cade ke ee ee Se AE eS aa 74 Replying to an internal calet sc sccce scale seek ee ees eeOee aad ARROW EEES 74 Using the Reply feature to reply to an external caller 00 76 Chapter 7 Off premise Message Notification 0 0 cece eee eee eee 77 About Off premise Message Notification 00 000 77 Assigning an outdial method to a skillset mailbox 22000 0c eee eee 78 Off premise Message Notification parameters 0 00 cece eee eee 79 Setting up Off premise Message Notification 0 0 eee eee 79 About setting up Off premise Message Notification to a pager numbe
6. 2 When you are ready to take calls again cancel the Not Ready feature by pressing 9 Je If Hot reads appears press 9 0 8 again N0025637 01 Chapter 11 Monitoring call activity 157 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 If the indicator is off Not Ready is off e If the indicator is on Not Ready is on e Ifthe indicator is flashing the Break Time feature is on For how to program a memory button refer to Programming a memory button with a Feature Code on page 19 Call Center Telephone Administration Guide 158 Chapter 11 Monitoring call activity Logging off Log off when you complete your shift or will be away from your telephone for an extended period a fF O N Press Ce JQ 0 4 Enter your Agent ID and press OK or f Enter your password and press OK or Press QUT If QUT does not appear you are not logged on to any skillsets Press CHHG until the skillset you want to log off from appears on the display If you are logged on to only one skillset that skillset is automatically selected
7. Choosing a Primary or Alternate skillset mailbox greeting If you record a Primary and an Alternate skillset mailbox greeting you must choose which greeting plays You can change the selection at any time and as often as needed If you do not choose a greeting the Primary skillset mailbox greeting plays If you choose the Alternate mailbox greeting you must set whether the mailbox accepts messages If you choose Yes the skillset mailbox receives messages in the normal way If you choose No messages cannot be left in the skillset mailbox the Alternate mailbox greeting takes precedence over all other greetings if a caller presses a button to fast forward the message they hear a voice prompt that says this is a special greeting if a caller presses a button to send a fax the fax goes to the General Delivery Mailbox not the skillset mailbox If you choose the Alternate mailbox greeting remember to change back to the Primary mailbox greeting at the appropriate time To choose a Primary or Alternate skillset mailbox greeting Skillset name gt Greeting options FEC CHOOSE CFWD Use 3reetingi PRIME ALT QUIT 1 Press elseif 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 8 2 to open the Greetings Options menu e Go to st
8. 27 28 29 30 31 32 33 34 35 Press HEXT if your Call Center does not use Activity Codes or if you do not want to change the Activity Code entry type and go to step 28 or if your Call Center uses Activity Codes select the Activity Code entry type OFT for Optional PRMPT for Prompted and press HEST This prompt appears only if you have Call Center Reporting enabled on your system NOTE Although you can set this Activity Code parameter by telephone you must use CallPilot Manager to create Activity Codes For more information refer to the Call Center Set Up and Operation Guide or CallPilot Manager online help If you use Expected Wait Time enter how many calls you want to use to calculate ETW The range is 2 256 calls The default is 10 If you do not use Expected Wait Time go so step 31 If you use Expected Wait Time select whether you want EWT to be recalculated if it increases and the appropriate EWT greeting to be played The default is Y If you do not want to change this setting If you use Expected Wait Time enter the Initial Call Duration This can be a value between 00 01 00 and 24 00 00 and is used to compute expected wait time until sufficient statistics are obtained The display shows the Monday Routing Table method In this example the Routing Table is in 24 hour mode Press CHHG to change the Routing Table method or press MEXT and go to step 33 Enter the Day Routing Table start t
9. Press OTHR Press CC Press SKILL Enter the number of the skillset you want to set up and press OK If the skillset is enabled press CHHG to disable it Press HEXT Press HET to continue Press OTHE Press ROUTE Call Center Telephone Administration Guide 140 Chapter 10 Routing table administration Route Table 10 Press DAY DAY HIGHT QUIT Das routing 11 Press SETUP SETUP QUIT Greeting tyre 12 Press HORMAL ET HORMAL Ster 1 13 Press GRTG DIST GRTG OTHF CC greetingi x 14 Enter the number of the greeting you want to use and press OK RETRY Ok CC greet ingi x 15 Press DE RETRY PLAY Ok Tyre Force 16 Press Force and press OK Horm FER OF Tare Horm 17 Press OK Force FER Ok Another ster 18 Press YES to continue to build the table WES GUIT Ster 2 19 Press DIST DIST GRTG OTHF Dist time BAIA 20 Press CHHG CHHG OF Dist time mmss 21 Enter 0100 and press OK RETRY Ok Dist time 81 88 22 Press OK CHHG Ok Another ster 23 Press WES WES GUIT Ster 3 24 Press GRTG DIST GETG OTHF Greeting ture 25 Press HORMAL EWT HORMAL CC greetingi x 26 Enter the number of the greeting you want to use and press OE RETRY OF CC greeting x 27 Press OK RETRY PLA OF Tare Horm 28 Press FER Force FER OF AA Kes 1 29 Press HEST CHHG GISABL H
10. csccecda edn ses ae eee ae saan sana ae 151 Monitoring agent calls with Silent Monitor 00000 e eee eee eee 151 Setting up Silent Monitor on your system 0 saanane 152 Using Silent Monitor with Answer DN 0 000 0 cee eee eee 153 MOMOMO IPS cictckea fetes ried heniagteweaeagreehaiwete wate ghedtokw ae 153 MENTIONS SKISGIS cacnpaacereeaa dies quake spade e iii aa Eae Aai 154 TOOT SBI erer i Sk Sa Dee ane amp ine oes Gewese 154 An example of monitoring skillsets 0 0000 155 Using a memory button to monitor calls waiting in skillsets 156 Taking some Not Ready UMO ssccinaece soaker ehe ew des See deen ee sees anon 156 Using Not Ady sc cont cadnr eats ion ese ear siwers beet eaadatmar cams 156 Programming Not Ready to a memory button 00 00 eee eee eee 157 Wasan ako EEEE EE E A E T TTT TETT 158 Changing your pAESWOord vasca sahroi rir Lehi geeks N a N A 158 SPENS Ausa na EA SOL nell Wk eRe E E eed 159 How Supervisor Help workS 00 00 ae 159 Configuring Supervisor Help cc ccssevcsraeeaeeeenaaoeete tesa dances 161 How to handle Supervisor help requests 0 000 cee eee eee eee 161 How to handle missed requests 0 00 cee eee ee 162 An example of retrieving an escalated request 020000 eee eee 162 Chapter 12 Tips for operating Call Center 000 eee eee 163 Ageni SOMMUSIANON ois 4 eee ieee deel ridir Gwe iwer eed sake nc aed 1
11. Press OK You are logged off from the skillset number displayed or from all skillsets if ALL is displayed Press 48 Changing your password Keep your password confidential Change your password regularly about every 30 days 1 eo N Oo fF Press Ce J 9 0 4 Enter your Agent or Supervisor ID number and press OK Enter your password and press OK The default password you enter to log on for the first time or if your password is reset is 0000 If you use the default password you must change your password Press ADMIN Enter a new password from four to eight digits long and press OK Enter your new password again and press OK Press 48 N0025637 01 Chapter 11 Monitoring call activity 159 Supervisor Help With Supervisor Help an agent on a call can request help from a supervisor by pressing a programmed feature button The agent can send an urgent request for help without interrupting the call and without the caller being aware of the agent s help request Supervisor Help is for situations where an agent is on a call and urgently requires the help of a supervisor without alerting the caller that a supervisor is being called in It is not intended for routine consultations or when the agent is not on a 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 notif
12. Skillset 8 Press VIEW ALE DEL LUTEW XE KXXX 9 The display shows the agent with the lowest ID number in the HEA PRES RIT skillset You can press HEXT to see the next agent or PREN to see the previous agent 10 Press to end the session N0025637 01 Chapter 8 Setting up agents 111 Logging an agent off Log 1 Press 9 6 out BEIRTE Uk Enter the Call Center Administrator Mailbox number and password and then press DE Admir 2 Press OTHR MED AA OTHR Admin 3 Press CC GLIST CCR cco CC Admin 4 Press AGENT AGENT SKILL OTH Agent Admin 5 Press B This option does not appear as a display button option ADD DEL CHHG Agent ID 6 Enter the agent s ID number and press OK Ok HHHH 7 The agent s name is displayed our Sum Press OUT 8 Press to end the session Call Center Telephone Administration Guide 112 Chapter 8 Setting up agents Deleting an agent Log QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCR cc CC Admin AGENT SKILL OTHE Agent Admin ADE DEL CHHG Agent ID DIF RETRY OK HEX DEL QUIT Agent deleted Press Q9 e je Enter the Call Center Administrator Mailbox number and password and then press OE Press OTHF Press CC Press AGEHT Press DEL Enter the agent s ID number and press OK
13. 152 Chapter 11 Monitoring call activity Setting up Silent Monitor on your system For monitoring to be silent you must set up Silent Monitor on your system If you do are not familiar with these procedures ask your system administrator to set up Silent Monitor Note If the Silent Monitor setting is set to non silent there is a conference tone at the start of calls that you monitor therefore monitoring isn t silent Note In the UK the default for Silent Monitor is non silent In North America the default is silent To set up Silent Monitor For monitoring to be silent you must set up Silent Monitor on your CallPilot system through telephone administration If you do not have access to telephone administration ask your system administrator to set up Silent Monitor 1 Under Featr settings press Show The display shows Back9rnd Music H Press Next until the display shows Silent Monitori Press CHANGE to select or H Press C to exit or Next to continue programming Refer to the MICS ICS 7 0 System Coordinator Guide for information about using the Silent Monitor on CallPilot 100 150 If you use a CallPilot system Silent Monitor is available only if you use a MICS 7 0 KSU system or later N0025637 01 Chapter 11 Monitoring call activity 153 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
14. 5 Enter the number of the skillset you want to remove an agent from RETRY BUTT Ok and press OK Salus MHEMMEE 6 The display shows whether the skillset is enabled or disabled CHHG NEST The skillset must be disabled before you can delete an agent from it For how to disable a skillset refer to Disabling a skillset on page 48 Press HET to continue Skillset Admin 7 Press AGEHT PARM AGENT ROUTE Agent Skillset 8 Press DEL ACD DEL NTE Agent ID 9 Enter the ID number of the agent you want to remove and press OK DIF RETRY Ok Call Center Telephone Administration Guide 110 Chapter 8 Setting up agents HEME 10 The display shows the agent s name DEL GJIT Press DEL Agent deleted 11 This display appears briefly 12 Press to end the session Viewing agents in a skillset You can review the agents in a skillset Log 1 Press 9lBJ B GUIT RETRY OK Enter the Call Center Administrator Mailbox number and password and then press DE Admin 2 Press OTHR MBO AA OTHE Admin 3 Press CC GLIST CLR cc CC Admin 4 Press SKILL AGENT SEILL OTHE Skillset 5 Enter the number of the skillset you want to view and press OK RETRY QUIT Ok SLatus XXMMEEE 6 The display shows whether the skillset is enabled or disabled CHHG HET Press HET to continue Skillset Admin 7 Press AGEHT FARM AGENT ROUTE Agent
15. A supervisor can accept the call by pressing the YES softkey After the supervisor accepts the request the request no longer appears to other supervisors who are retrieving help requests Their displays show the next escalated request or the first missed request if there are no more escalated requests or No help requests if there are no more missed requests For a missed request the prompt xx aname asked appears and the supervisor can retrieve information about the call by pressing the IMFO softkey or can move to the next request by pressing the HEXT softkey An example of retrieving an escalated request The supervisor launches the Supervisor Help feature by pressing the Supervisor Help F906 feature key 1 Launch the Supervisor Help feature by pressing 9 0 6 Jor the F906 memory button on your telephone l Help xx 2 The display shows the ID and name of the agent requesting help TEN al 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 N0025637 01 163 Chapter 12 Tips for operating
16. Default 00 30 Delay answer Enter as mm ss Minimum 00 min 00 sec Maximum 10 min 00 sec Default 00 00 Attendant extension Language Activity Codes Prompted or Optional default You must have Call Center Reporting enabled Expected Wait Time sample 2 256 Expected Wait Enabled default Time Increase or Allowed Disabled Initial Call 00 00 01 24 00 00 Duration Default is 00 03 00 Service Mode Auto Day Night 24 Hour default N0025637 01 Chapter 14 Call Center Programming Record 175 Call Center agents Agent Agent name Supervisor Name and of Auto Missed call Priority ID status skillsets agent is answer option y or n assigned to y or n Busy or Logout Call Center Telephone Administration Guide 176 Chapter 14 Call Center Programming Record Skillset assignments Skillset name and Agent ID and name Priority N0025637 01 Chapter 14 Call Center Programming Record 177 Skillset mailboxes Skillset Mailbox name Mailbox number Control DN MWI extension Mailbox password Call Center Telephone Administration Guide 178 Chapter 14 Call Center Programm
17. Directory Company 58 Disabling a skillset 48 Display 17 two line 15 Display telephone entering characters 16 Dynamic agent priority 10 E Erasing messages 70 73 F Fax Detection 128 Feature 983 telephone administration 10 Feature Codes 15 18 Activity Codes 21 agent 21 Call Center Administrator 20 Custom Feature Codes 21 descriptions 20 21 determining 18 Display Waiting Calls 25 Display Waiting Calls F909 20 21 25 155 Log on Log off F904 20 21 Monitor skillsets F904 21 Not Ready F908 21 Open Mailbox F981 20 21 Operator Settings F982 20 programming memory buttons 19 Skillset Status F909 20 Supervisor Help 20 21 Voicemail DN F985 20 Forced Play greetings 130 164 Formula for waiting calls 165 Forwarding a message 73 G Greeting step Fax Detection 128 Greetings maximum number 10 Greetings call center examples 35 Forced Play 130 Greeting parameters in Routing Table 130 Greeting step in Routing Table 129 recording 36 Routing Table parameters 164 tips 163 types 35 Greetings skillset mailbox example 63 67 H Highest priority call 164 Hours Routing Tables 127 Hunt groups 169 Indicators Message Waiting 20 41 56 Primary 172 Primary alert time 25 Secondary 172 Secondary alert time 25 Initializing a skillset mailbox 58 Intelligent Overflow 11 115 Internal messages replying to 74 L Least Busy method of call distribution 184 Lines assigned to be answered by sk
18. Do not create agent names that have the same first seven characters If you use Call Center Reporting it ttuncates the agent name after the first seven characters and your agent names appear identical Supervisor Super indicates that an agent has supervisor status A supervisor is an agent with supervisor status A supervisor has additional capabilities such as the ability to monitor calls between agents and callers Supervisors can monitor incoming calls only Supervisors cannot monitor outgoing calls 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 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 Missed Call Option The Missed Call Option controls how a call is treated if an agent does not answer the call Busy assigns an agent s telephone to respond as it does with the Not Ready feature enabled Logout automatically logs an agent out of their skillset if they do not answer a call The default is Busy which returns the call to the skillset Call Center Telephone Administration Guide 102 Chapter 8 Setting up agents Agent prior
19. For how to program a memory button refer to Programming a memory button with a Feature Code on page 19 When a supervisor is selected to answer an agent s help request the supervisor s telephone rings once with a distinctive tone and the Supervisor Help LCD indicator lights up 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 Call Center Telephone Administration Guide 160 Chapter 11 Monitoring call activity If the supervisor denies or ignores a help request the request is escalated The 9 0 6 indicator flashes quickly on the sets of all supervisors who are notified of the escalated request Active escalated requests take precedence over missed requests so the Supervisor Help LCD indicator does not flash slowly if there are active requests that have not been accepted An escalated request goes to supervisors as follows No supervisors are available the request escalates to all potential supervisors If escalation is system wide a potential supervisor is any logged on supervisor If escalation is skillset based a potential supervisor is one who is logged onto the requesting agent s skillsets The request is denied by the the request escalates to all potential supervisors except for the selected selected supervisor supervisor u
20. Initializing a skillset mailbox on page 58 Record the skillset mailbox greetings Refer to Recording skillset mailbox greetings on page 63 You can use the table Skillset mailboxes on page 177 to record the skillset mailboxes you set up Call Center Telephone Administration Guide 56 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 58 To determine a skillset s mailbox number and Message Waiting Indication telephone 1 Press J9 8 6 Seb xxx 2 Press HET HEST COH 11 xx GOTO SKILL 3 The skillset mailbox number for skillset 1 is displayed NEST If Hone appears the skillset is not configured Press HEXT to continue Ext li xx GOTO SKILL 4 The Message Waiting Indication MWJ extension is displayed HEST While you use 2 JQ 8 If there are messages in the skillset 1 mailbox MWI appears at this extension You assign the MWI extension when you set up the skillset If Unawail appears you have not set up an MWI extension 5 Press HET to view the skillset mailbox number and MWI extension for the next skillset or press GOTO to view another skillset
21. Modifying Routing Table steps on page 146 Erasing a routing table Erasing a Routing Table on page 147 Reviewing Routing Table steps Loa 1 Press JQ 8 8 QUIT RETRY Ok Enter the Call Center Administrator mailbox number and password and then press OK Admin 2 Press OTHF MBO AA OTHE Admin 3 Press CC GLIST CLE co CC Admin 4 Press SKILL AGENT SKILL OTHE Skillset 5 Enter the number of the skillset you want to review and press OK RETRY QUIT Ok Status KHAHEH 6 Press HEST CHHG HEAT Skill mbox Feud 7 Press HEST to continue RESET HEST Skillset Admin 8 Press OTHE FARM AGENT OTHR Skillset Admin 9 Press ROUTE ROUTE OWFLW UMC Route Table 10 Press DAY or HIGHT DAY eS In this example Day is shown Dar routing 11 Press VIEW WIE ERASE IHS 1i xxxEx 12 Press HEXT to view each remaining step CHHG HEST End table 13 This display appears when you reach the last step ACD QUIT ee Route Table 14 Press to end the session DAY HIGHT QUIT Call Center Telephone Administration Guide 146 Chapter 10 Routing table administration Log QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCR cc CC Admin AGENT SEILL OTHE Skillset RETRY QUIT OK SLaLus KHHKK CHHG HEST Skill mbox Pswd RESET HEST Skillset Admin FARM AGENT OTHE
22. that you have Ho messages COMP MBOX EXIT 2 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 B Advances the message five seconds and continues playing from that Forward B point Previous mz Stops playing the current message and plays the previous message Message ml 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 g Places a call to the sender of a message Sender Help VA Offers a Help menu Reply Z Y Replies to a message N0025637 01 Chapter 6 Setting up skillset mailboxes 73 Playing skillset mailbox messages CallPilot Available during and after Option Button playing Description Envelope Plays the information i
23. when 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 Method of Call Distribution 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 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 An agent can have a priority from 1 to 20 1 is the highest priority You can assign this priority to your most experienced agents Primary alert time The Primary alert time is the first time limit that you assign for calls waiting in skillsets If a call exceeds the Primary alert time limit you are given a visual warning on programmed memory button indicators The other alert time is Secondary alert time Make Not Ready Return to Skillset Make Not Ready Return to Skillset is a property that controls how a
24. 61 password changing 61 resetting password 62 retrieving messages 69 setting up 55 tips 164 166 Skillset mailboxes maximum number 10 Skillset parameters Control Directory Number CDN 40 Delay answer 183 Message Waiting Indication extension 184 Method of Call Distribution 184 setting up 43 Skillset name 185 Skillsets maximum active calls 10 maximum number 10 Skipping forward in messages 71 72 Skipping forward to end of messages 70 Steps Routing Table 129 Supervisor functionality 10 Supervisors maximum number 10 Symbols 17 N0025637 01 Index 191 T Table Routing Table 127 Telephone line display 15 Time Primary alert 25 Primary alert time limit 25 Secondary alert 25 Tips agent administration 163 Call Center general parameters 164 recording call center greetings 163 Routing Table administration 164 skillset administration 163 skillset mailbox 164 166 Transfer 168 Transfer Allowed enabled 130 Troubleshooting agent log in problems 168 cannot change the Call Center Skillset Parameters 170 Two line display using 15 V Voice channels 26 164 Voice ports maximum number 10 Call Center Telephone Administration Guide
25. Admin 2 Press OTHR MEDS AA OTHF Admin 3 Press CC GLIST CCR co CC Admin 4 Press SKILL AGEHT SKILL OTHR Skillset 5 Enter the number of the skillset you want to add a Distribute step to PETRY ha La and press OK Status KHKHKH 6 Ifthe skillset is enabled press EHHG to disable it CHNG NERT Press NEXT Skill mbox Pswd 7 Press HEXT to continue RESET HEST Skillset Admin 8 Press OTHR PARM AGENT OTHR Skillset Admin 9 Press ROUTE ROUTE OWFLW UMC Route Table 10 Press DAY or HIGHT DAY a BE In this example Day is shown Day routing 11 Press SETUP SETUP QUIT Ster x 12 Press DIST DIST GRTG OTHF Dist time Baza 13 The default hold time is 00 30 CHNG S Press CHHG to change the default time or press OE to accept the default and go to step 16 Hold time mmss 14 Enter the hold time and press OK RETR Ok Hold time xxix 15 Press OK CHHG Ok Another ster 16 Press YES to add another step YES QUIT or press C to end the session N0025637 01 Chapter 10 Routing table administration 135 Adding a Goto step Goto steps send a caller to a previous step in the routing table You can add a Goto step only to the end of a routing table There must be additional steps in the route you are setting up Loa 1 Press 9 8 B QUIT RETRY OK Enter the Call Center Administrat
26. Administration Guide or the CallPilot Manager Set Up and Operation Guide Enter the key you want to assign for the CCR Tree and press OK Press HEXT Enter the number of the CCR Tree you want callers to transfer to and press OK Press OK Press OK Press YES to continue to build the table or press C to end the session If you want to continue to add steps to the table To add a Distribute for step start at step 10 of Adding a Distribute for step on page 134 To add a Goto for step start at step 10 of Adding a Goto step on page 135 To add a Transfer step start at step 10 of Adding a Transfer step on page 136 To add a Disconnect step start at step 10 of Adding a Disconnect step on page 138 Note You can add steps to a routing table only when you set it up After you set up the table you cannot add or delete steps You can only modify the steps that you created If you have set up a routing table and you want to add or remove steps you must erase the table and create it again Call Center Telephone Administration Guide 134 Chapter 10 Routing table administration Adding a Distribute for step Distribute for steps put callers on hold while they wait for an agent Loa 1 Press 9 8 B QUIT RETRY OK Enter the Call Center Administrator mailbox number and password and then press OE
27. Agent IDI x FAHGE CHHG Ook Agent namei RETR BES OK Press Ce JQ BJB Enter the Call Center Administrator Mailbox number and password and then press DE Press OTHR Press CC Press AGEHT Press ADL The first available agent number is shown Press CHHG to change the agent number and enter a new agent number or press OK to continue Enter the agent s name and press OK N0025637 01 Chapter 8 Setting up agents 103 Priority 18 CHHG HET Priorites RETRY OK SurFervisor H CHHG HET Auto answer H CHHG HET Hiss call BUSY LOGOUT BUS OK AC enters OPT OPT PRMPT OK Agent Admin ADE DEL CHHG 10 11 12 13 14 Press CHHG if you want to change the agent s priority or press HEXT and go to step 14 NOTE This step appears only if you use Basic Call Center If you use Enhanced Call Center go to step 10 Enter a priority from 1 to 20 for the agent and press OK 1 is the highest priority 10 is the default Press HEXT to keep the agent at agent status or press CHHG and then HEXT to give the agent supervisor status Press HEYT if you do not want calls to be force delivered to the agent or press CHMG and then MEXT if you want calls to be force delivered to the agent Press OK to accept BUSY Make Agent Busy as the Missed Call option or press LOGOUT to select Automatic
28. CHHG HET Skill mbox Pswd RESET HET Skillset Admin FARM AGENT OTH Skillset Admin ROUTE OWFLW UNC Route Table DAY HIGHT QUIT Day routing SETUP QUIT Ster x DIST DIST OTHE Ster x DISC FER GOTO 10 11 12 13 Press Ce J JBJB Enter the Call Center Administrator mailbox number and password and then press OK Press OTHE Press CC Press SE ILL Enter the number of the skillset you want to add a Greeting step to and press OK If the skillset is enabled press EHHG to disable it Press HEXT Press HET to continue Press OTHE Press ROUTE Press DAY or HIGHT In this example Day is shown Press SETLIP Press OTHE Press SFER Goto appears only if this is not the first step N0025637 01 Chapter 10 Routing table administration 137 Ster x EXTH HEO OTHE Route Table DAY NIGHT QUIT 14 Add the type of transfer step you want to the Routing Table To transfer to an extension e Press EXTH e Enter the extension number and press OK To transfer to a mailbox e Press MBOK e Enter the mailbox number and press OK To transfer to an external number e Press OTHE e Press EXTERH e Press CHHG to select a line pool or route as the outdial method e Press HEXT e Enter the line or line pool number and press 0K e Press OK e Enter the telephone number you want to transfer the call to e Press OK To transfer
29. Call Center Administrator password 0 0 0 e eee eee 32 Chapter 4 Call Center greetings c cicacn cts cevenesecctant dei cis datecadeene cd 35 About Call Center greetings 0 ccc eee teenie 35 Types of Call Center greetings 0 35 Recording a Call Center greeting 00 ccc ee ena 36 Call Center Telephone Administration Guide 4 Contents Chapter 5 Setting Up SKINGCKS 222s ccccicesee des setae ste seeseade eee iwe canes 39 AOUE ont cage taaweyeeanateregawe te hecaseiOnosee tare enaneeseda 39 How incoming calls are sent to a skillset 0 00 000 es 39 SKISet Properes 4S cin aus goed odd a aka phe en ddaw eines 40 Seting Up ASEM ccccadansacdde Case hee OVER EIEREN ENERE RENERE 43 ENS bING ASKS E E dyaee ence haae GOES WARE Ree pea Rees 47 DSB A BRUISE sac d eecinsk atte E EEE cnteiw A 4 48 Changing skillset properties 2 0 0 0c eee 49 Unconiguing A skillsot lt 4 disc cde pode e wee RES hPL pene ridice birk 53 Chapter 6 Setting up skillset mailboxes 00 cece eee eee 55 About Skillset Mailboxes c4cctcevisexeaveseeeentcavteee eee eeteebeve wees 55 Determining a skillset mailbox number 0 000 ee 56 Checking which telephone mailbox interface you USE 0 eee 57 Inializing a SkKilSetmMmaAlDOX 2 cccccceeG teres Geese ek eee in rA 58 Opening a skillset Mailbox 2 cactanss doesn cbda eae rikere nEn Rewer a we4ae ws 59 Opening a skillset mailbox remotely
30. 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 transferred 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 Call Center Telephone Administration Guide 166 Chapter 12 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 more agents log on to a skillset when it gets busy Plan for slow times
31. Mailbox answered within 2 minutes and 30 seconds the call transfers to the skillset mailbox N0025637 01 Chapter 9 Intelligent Overflow Routing 119 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 skillset 1 for 2 minutes and 30 seconds and if there Day 04 30 and No Agents Skillset Mailbox are no agents logged on to skillset 1 If the call is not answered within a
32. Norstar Voice Mail 1 Press 9 eJl Follow the voice prompts or the display button options to open I new B saved PLAY REC ADMIH End of message REPLY ERASE HEST Fer ls to msg HSG CALL QUIT the skillset mailbox Press PLAY orf After you listen to the message press REPL or P Press CALL or 2 to call the caller or press MSG or fi to record and send a reply N0025637 01 Chapter 6 Setting up skillset mailboxes 75 To reply to an internal caller CallPilot 1 Press Q 8 f1 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 2 to play the current message 4 Press Q to call the caller or press 7 1_ to record and send a reply Call Center Telephone Administration Guide 76 Chapter 6 Setting up skillset mailboxes Using the Reply feature to reply to an external caller You can reply to an external caller using the Reply feature if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it For how to assign an outdial method to a skillset mailbox refer to Assigning an outdial method to a skillset mailbox on page 78 Before you use the Reply feature you must play the message T
33. OF 11 Enter the telephone number maximum 10 digits that you are assigning the Personalized mailbox greeting to Press OK or to accept the telephone number Lift your handset At the tone record your greeting Press OK or to end the recording Press OK or to accept the greeting or press PLAY or 1_ to listen to the greeting or press RETR or 2 to re record the greeting Press to end the session Deleting a Personalized mailbox greeting If you no longer need a Personalized mailbox greeting you can delete it 1 Skillset name gt 2 3 Greeting options 4 REC CHOOSE CFE Greeting 5 PRIME ALT FERS Greeting 6 RETRY OF Pit KAA 7 CHHG DEL OF 8 Press 2 J 9 8 f1 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 B 2 to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface e Press ADMIN or B e Press GREET or 2 e Go to step 4 Press REC or fi Press FERS or fB to choose a Personalized mailbox greeting Enter the Personalized greeting number that you want to delete Press DEL or 2 to delete the greeting Press C to end the session N0025637 01 Chapter 6 Setti
34. Operator password it is reset to 6 7 B 7 2 8 6 7 Operator To reset the Operator password Seb xxx HEXT Psd RETRY DE Reset Pswd YES HO Exit 1 Press 2 J 8 BJ Press 7 In this example xx represents the CDN for skillset 1 Enter 7 BIZ BI EI EWBOIZZe 89 Resetoperpswd and press OK Press YES The session ends The Operator password is now reset to 6 7 J 8 2 8 6 Operator Call Center Telephone Administration Guide 168 Chapter 13 Troubleshooting Call Center Agent problems Agent log on problems If an agent cannot log on at their telephone e ensure the agent ID and password match e check to see if the agent is already logged on to a different telephone e check to see if a different agent is logged on to this telephone Important considerations about how agents use features Call Transfer Agents can use Transfer to transfer a call to another agent another person such as a subject matter expert or send the call back to a skillset 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 f 0 and enter the extension number e Ifthe agent wants to send the call to a skillset the agent can enter the Transfer Feature Code LeJ F 0 and enter the CDN of a skillset to send the ca
35. PARI Setting Caller ID 11 12 13 Enter the Secondary Alert time This is a four digit field Add a zero to any single digit hour or minute The display shows the Secondary Alert time Press OK Press to end the session You can select how you want caller information to be displayed on agent telephones Name and number 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 No Caller ID displays the skillset name Log QUIT RETR OK Admin MBO AA OTHE Admin GLIST CCR CE CC Admin AGENT SKILL OTHE CC Admin GETG FARM CLID Ho CLID CHHG HET 1 Press Ce JJ BJB Enter the Call Center Administrator mailbox number and password and then press OK Press OTHR Press CC Press OTHR Press PARM Press HET until this display appears Press HEXT to select no CLID or press CHHG to select Number Only or Name and Number Press to end the session Call Center Telephone Administration Guide 28 Chapter 3 Call Center general properties Setting the Supervisor Help request timeout The Supervisor Help Request Timeout is when to escalate a request if the chosen supervisor does not answer the help request You can enter a value between 1 and 60 seconds The default is 1
36. RETRY BKSF DE N0025637 01 Chapter 8 Setting up agents 105 Priority 18 10 Press CHHG if you want to change the agent s priority CHHG HEST or press HEXT and go to step 12 NOTE This step appears only if you use Basic Call Center If you use Enhanced Call Center go to step 12 Priorita 11 Enter a priority from 1 to 20 for the agent and press OK RETRY as 1 is the highest priority SuPerwisori x 12 Press CHHG and press HET if you want to change the agent s Eons NEST supervisor status or press HEST Auto answer H 13 Press HEXT if you do not want calls to be force delivered to the CHHG HEST agent or press CHHG and then HET if you want calls to be force delivered to the agent Miss call BUSY 14 Press OK to accept BUSY Make Agent Busy as the Missed Call LOGOUT BUS Ok Option or press LOGOUT to select Automatic Logout and press OK AC entra OPT 15 Press ok if you want prompting for Activity codes to be optional or OPT PRMPT OK press PRMPT if you want agents to be prompted and press Ok NOTE This step appears only if you use Enhanced Call Center 16 Press to end the session Adding multiple agents You can save time by adding more than one agent a time When you add multiple agents the agents have the default agent name and parameters Log 1 Press 9 8 GUIT RETRY UK Enter the Call Center Administrator Mailbox number and pas
37. 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 N0025637 01 Glossary 185 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 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 collect and distribute calls for departments such as sales and technical support If several calls arrive at the same time the calls are held in a skillset where callers hear greetings and are put on hold until an agent is available Skillset mailbox A skillset mailbox stores messages left by callers The calls can be retrieved by designated agents Skillset name The skillset name is a
38. key you want to assign for the Operator and press OE RETRY Ok Orer Kewl x 22 Press HEXT CHHG DISABL HEST Mbox Kesi 3 23 The display shows the default key for the skillset mailbox CANG Lene MEST Press CHHG if you want to change the key that callers press to reach the skillset mailbox or press DISABL if you do not want callers to be able to press a key to reach the skillset mailbox press HEXT and go to step 26 or press MEXT to accept the default key and go to step 26 N0025637 01 Chapter 10 Routing table administration 133 Mbox Kew RETRY DE OFer keui x CHHG DISABL HEST CCR Kesi2 Tril CHHG DISABL OK CCR Kew RETR OK CCR Kes x CHHG HET CCR tree RETRY OK CCR Kesis Trix CHHG GISABL DE Tyre Horm sfer Force FER Ok Another ster YES QUIT 24 25 26 27 28 29 30 31 32 Enter the key you want to assign for the skillset mailbox and press Press HEXT The display shows the default key for a CCR Tree Press CHHG if you want to change the key that callers press to reach the CCR Tree or press DISABL if you do not want callers to be able to press a key to reach the skillset mailbox press HET and go to step 30 or press OE to accept the default key and go to step 30 Note You cannot let callers transfer to a CCR Tree unless you have created a CCR Tree Refer to the CallPilot Telephone
39. must be preceded by a zero Press AM or or Fd or 2 Press OF or E Press YES or f or press HO or number Press HEAT or or press CHHG or Press MET or or press CHHG or to accept the stop time if you want to set up another destination number if you do not want to set up another destination ca to accept the start time that you entered J to change the start time to accept the stop time that you entered J to change the stop time Press OK or if you want to be notified when 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 Call Center Telephone Administration Guide 82 Chapter 7 Off premise Message Notification To set up Off premise Message Notification to an extension Hed notify ADMIH SELECT Destination FHOHE EXT PAGER Ext RETR OK Accepti RETRY OK Start hime RETRY OK fstart timer RETRY AM PH start timer RETR OK Stor hhmm RETR OK 1 10 Press 2 J 9 8 f1 Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press 8 5 to open the Mailbox Tools e Press HOTIF or
40. of single digit choices to callers CCR automatically answers lines and presents callers 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 N0025637 01 Glossary 183 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 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 skillset 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 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 indi
41. open on December 27 Thank you Call Center Telephone Administration Guide 64 Chapter 6 Setting up skillset mailboxes To record a Primary or Alternate skillset mailbox greeting 1 Press elf Follow the voice prompts or the display button options to open the skillset mailbox sSkillset name 2 The skillset mailbox name appears briefly 3 If you use the CallPilot interface e Press B 2 to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface e Press ADMIH or B e Press GREET or 2 e Go to step 4 Greeting options 4 Press REC or 1 REC CHOOSE CFD Greeting 5 Press PRIME or fi to record the Primary greeting FR IHE ALT FERS or press ALT or 2 to record the Alternate greeting If you are changing a greeting the current greeting starts to play Hot recorded 6 If this is the first time you are recording a greeting this display appears briefly Record new 7 Press YES or fi and record your greeting at the tone YES HO QUIT Record greeting 8 Press OE or to end the recording RETRY Ok Accert greeting 9 Press OK or f to accept the recording RETRY PLAY OF or press PLAY or 1 to listen to the greeting or press RETR or 2 to rerecord the greeting 10 Press to end the session N0025637 01 Chapter 6 Setting up skillset mailboxes 65
42. or if you do not want to set up another destination Call Center Telephone Administration Guide 94 Chapter 7 Off premise Message Notification Startitstart time 9 Press CHNG or 1 to change the start time CHHG HEST or press HET or f to accept the start time Stor tstor times 10 Press CHNG or 1_ to change the stop time CHHG HEST ot press HET or f to accept the stop time Med Lure inew 11 If you want to change message notification us Ss press CHHG or 1 if you want to be notified only when the skillset mailbox receives an urgent message Press OK or Meo notify 12 Press to end the session ACMI SELECT N0025637 01 Chapter 7 Off premise Message Notification 95 To change the destination from telephone or extension to pager Med notify ADMIN SELECT Hotifa s CHHG HET Destination FHOHE EXT FHAGER Pager RETRY OK lt x ADE OK Press 2 J 9 8 f1 Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press 8 5 to open the Mailbox Tools e Press HOTIF or 2 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 8 e Press 6 to open the Off premise Message Noti
43. per skillset 10 number of skillset mailboxes 10 number of skillsets 10 number of supervisors 10 number of voice ports 10 steps per Routing Table 10 telephone administration 10 Call Center Reporting 10 Call Forward on Busy 169 Call Park 168 Call Pickup 168 Call Transfer 168 Caller Directed Transfer 11 Caller ID 72 CallPilot mailbox interface 57 CallPilot Manager 10 CFB 169 CFNA 169 Changing skillset mailbox password 61 Channels reserved 26 voice 26 Character limit for Off premise Message Notification destination pager number and message 84 for Off premise Message Notification destination number 85 87 96 Checking the telephone mailbox interface 57 Company Directory 58 Conference calls 153 Control DN 40 55 56 170 Conventions guide 17 angled brackets 17 button options 17 buttons 17 command line 17 Copying a message 70 D Day mode skillset 115 Day of Week Service 10 11 Default mode skillset 115 Delay Answer feature 163 183 Deleted messages retrieving 71 Deleting messages 70 73 Destination number character limit 85 87 96 for pagers 84 when CallPilot is behind PBX or Centrex 84 Destination pager number Call Center Telephone Administration Guide 188 Index character limit 84 Destination Off premise Message Notification numbers TI Determining Control DN 56 Feature Codes 18 mailbox interface 57 Message Waiting Indication extension 56 skillset mailbox number 56 DID routing 127
44. procedure for the destination type To change the destination type refer to from a telephone to an extension pager or another telephone page 91 number from a pager to an extension or telephone page 93 from a telephone or extension to a pager page 95 To change the time range or type of message parameters Hsa notify ADMIN SELECT Motifs CHHG HEST More dest VES HO Press e BJa 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 8 5 to open the Mailbox Tools e Press HOTIF or 2 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 AD IH or to set up Off premise Message Notification Press HEXT If you want to change the destination type refer to To change the destination type on page 89 for the appropriate procedure Press HO or to continue Call Center Telephone Administration Guide 90 Chapter 7 Off premise Message Notification Startitstart time 6 Press CHNG or 1 to change the start time CHHG HEST or press HET or f to accept the start time Stor tstor time 7 Press CHHG or fi to change the
45. routing LIEW ERASE Erase table YES QUIT Table erased Day routing SETUP QUIT 1 10 11 12 13 14 Erasing a Routing Table Press Ce J JBJB Enter the Call Center Administrator mailbox number and password and then press OK Press OTHE Press CC Press SE ILL Enter the number of the skillset you want to delete a routing table from and press OK If the skillset is enabled press CHHG to disable it Press HEXT Press HET to continue Press OTHE Press ROUTE Press DAY or HIGHT In this example Day is shown Press ERASE Press WES This display appears briefly Press SETUF if you want to create a new routing table or press C to end the session Call Center Telephone Administration Guide 148 Chapter 10 Routing table administration Setting the Service Modes for skillsets You must set the Service Mode the skillset uses so that calls are answered correctly You must set the Service Mode using 9 B 2 before calls are answered correctly Before you set the Service Mode you must e configure a skillset e setup 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 Ce E J 8 B There are six possible Service Modes Auto The skillset uses the Automatic Service Mode You must co
46. 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 decides to leave a message in the skillset mailbox The first step in a routing table cannot be a Goto step because there are no possible target steps yet A Goto step cannot point to itself A Goto step can only point to any previously created step Transfer A transfer step can transfer calls to e anextension e a mailbox e an external number e the Automated Attendant e an operator e a CCR 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 Call Center Telephone Administration Guide 130 Chapter 10 Routing table administration Adding a Greeting step Greeting steps play a message to waiting callers You must have a greeting recorded before you can use it in a Greeting step For how to record a Call Center greeting refer to Recording a Call Center greeting on page 36 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
47. skillset 1 will be moved to skillset 2 after five minutes The call will move back to skillset 1 after an additional two minutes then back to skillset 2 after an additional five minutes e Whether there are agents logged on to the skillset If there are no agents logged on to the skillset the call is sent to the destination that you specify If you select the Agents Not Logged In check box the overflow rule applies if there are no agents logged on to the skillset If you do not select the Agents Not Logged In check box the overflow rule applies if there are agents logged on to the skillset Note You can select both conditions within the same rule The rule applies when both conditions are met Call Center Telephone Administration Guide 116 Chapter 9 Intelligent Overflow Routing Action When Intelligent Overflow Routing determines that a condition is met for the call the call goes to the destination you specify Possible actions are e moving the call to a new skillset The caller hears the greetings for the new skillset e overflowing the call to one or more skillsets The caller continues to hear the greetings from the original skillset e sending the call to the skillset mailbox e transferring the call to an extension external number mailbox skillset mailbox Automated Attendant CCR Tree or operator e changing the priority of the call right away and even a forced greeting will not play If you want to
48. telephone the telephone that you have programmed as your Answer DN telephone rings briefly when you monitor an agent who is not on a call and the agent answers or places a call you start to monitor an agent who is on an active call you monitor an agent who puts a call on hold and answers another call or unholds the original call Monitoring tips More than one supervisor can log on to the same skillset An agent can be monitored by only one supervisor at a time While you are on a call do not initiate a monitoring session You must use a two line display telephone Use a headset rather than handsfree when you monitor calls This ensures call privacy and reduces the office noise level Check the documentation for your telephone to make sure that you can use a headset with it Note You cannot monitor an agent who is gt 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 Call Center Telephone Administration Guide 154 Chapter 11 Monitoring call activity Monitoring skillsets Use p J 0 9 Display Waiting Calls to view information about skillsets and the calls waiting in skillsets The table below describes the information in each display Display Description Skill 1 Enabled the skillset number and the status of the skillset The status can be Enabled Disabled
49. to the Automated Attendant e Press OTHE e Press AA e Press CHHG e Enter the number of the AA table and press OK To transfer to the Operator e Press OTHR e Press OTHE e Press OFER e Press OK To transfer to a CCR Tree e Press OTHR e Press OTHR e Press OTHE e Press CCR e Enter the number of the CCR Tree and press OK e Press OK 15 Press YES to add another step or press C to end the session Call Center Telephone Administration Guide 138 Chapter 10 Routing table administration 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 line Loa 1 Press J9 8 8 GUIT RETRY OK Enter the Call Center Administrator mailbox number and password and then press OK Admin 2 Press OTHR MEDS AA OTHF Admin 3 Press CC GLIST CCR CC CC Admin 4 Press SKILL AGEHT SKILL OTHR Skillset 5 Enter the number of the skillset you want to add a Disconnect step RETRY WOIT ok to and press OK Status KHKHKH 6 Ifthe skillset is enabled press EHHG to disable it CHING HEST Press NEXT Skill mbox Paud 7 Press HEXT to continue RESET HEST Skillset Admin 8 Press OTHR PARM AGENT OTHR Skillset Admin 9 Press ROUTE ROUTE OWFLW UMC Route Table 10 Press DAY or HIGHT BAe ea ee In this example Day is shown Day routi
50. to the Voicemail 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 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 168 Call Center Telephone Administration Guide 40 Chapter 5 Setting up skillsets Skillset properties Skillset number Number of the skillset 1 or 2 for Basic 1 30 for Enhanced 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 When you assign a CDN to a skillset e tcan 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 The range of B1 and B2 extensions can be determined 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 n
51. 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 about 20 seconds each Ensure that when you record a greeting that transfers callers to a skillset mailbox you include in the greeting To leave a message in the mailbox press Q or the keypad button you designate for the skillset mailbox Call Center Telephone Administration Guide 164 Chapter 12 Tips for operating Call Center Routing Table administration 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 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 call
52. 2 seconds Log 1 Press 9 6 6B QUIT RETRY OK Enter the Call Center Administrator mailbox number and password and then press OK Admin 2 Press OTHR MEDS AA OTHE Admin 3 Press CC GLIST CCR CC CC Admin 4 Press OTHR AGEHT SKILL OTHR CC Admin 5 Press FARM GRTG PARI 6 Press to end the session Selecting skillsets supervisors can receive help requests from The Supervisor Help From setting lets you determine where escalated requests go e All skillsets sends an unanswered help request system wide to all Call Center supervisors e Agent s skillsets only sends an unanswered help request to only the supervisors logged on to skillsets that the agent is assigned to From the Supervisor Help From options select all skillsets or agent s skillsets only Log 1 Press L J 6 6 SOIT RETRY OK Enter the Call Center Administrator mailbox number and password and then press OK Admin 2 Press OTHR MEDS AA OTHR Admin 3 Press CC GLIST CCR CC CC Admin 4 Press OTHR AGEHT SKILL OTHR Sur Hele 5 Press HEXT until this display appears one baal Press HEXT to accept the default value of All Skillsets or press CHHG to choose Agent s skillsets only 6 Press to end the session N0025637 01 Chapter 3 Call Center general properties 29 Configuring lines Before Call Center can answer an incoming line y
53. 2 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 8 to open the Off premise Message Notification e Press 6 menu e Go to step 3 Press ADMIH or 1 to set up Off premise Message Notification Press EXT or 2 to choose an extension as the destination Enter the destination number and press OK or Press OE or f 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 ff or Fr or 2 Press OE or f 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 N0025637 01 Chapter 7 Off premise Message Notification 83 stor timer RETRY AM PH stor timer RETRY DE More dest VES HO Start start timer CHHG HEXT Stor shor timer CHHG HEXT Med Lyre new CHHG OK Med notify ADMIN SELECT 11 12 13 14 15 16 17 Press AM or ff or Fri or 2 Press OE or 1 to accept the stop time Press YES or i if you want to set up a
54. 3 Troubleshooting Call Center 169 Do Not Disturb Instead of using Do Not Disturb agents must use the Not Ready Feature Code Ce Je 0 8 If agents use Do Not Disturb they are automatically logged out or made not ready after the first call Call Forward No Answer When an agent s phone is on Call Forward No Answer to the voicemail extension the number of rings for Call Forward No Answer must be less than the number of rings for Transfer Callback Timeout If a call is forwarded by CFNA to another agent and is answered by that agent the original agent who has CFNA setting is made Not Ready or logged out instead of staying idle 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 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 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 handsfr
55. 63 Skillset AAMMMISUAUON 2 conden ttn tae atte a nuwectseaawatsda che ews 163 Call Center greetings c lt csscaneacdntigebacecnrede begs egeeeen ane 163 Rou ng Table administration 26 scr ececese es ea hee iaeeaaetent eoeee cess 164 Call Center general parameters 000 cee tee 164 How to calculate the longest time a caller can be onhold 165 Tips to improve the efficiency of Call Center 0 00000 eee eee 166 Chapter 13 Troubleshooting Call Center 00 cece eee 167 Rosoting passwords 465 ck eG d eh URES OER a pees da aties a oes eee es 167 Resetting the Operator password 0 00 00 c eee eee 167 Agent PrODlOMS c02 cenct canes teat cores ee EERE TITER cate rAr tens 168 BOSCO log on problems 5 Ghuidce oe bee ee eb eked eee npr tinea 168 Important considerations about how agents use features 168 SHUSeL MONEE 5 wae Cie es Coeds Soee Swaddle eng whale Ree Gees deeded ed 170 Problems changing skillset properties 0 00 e eee eee 170 N0025637 01 Contents 7 Chapter 14 Call Center Programming Record 0 200e cece eee ee eens 171 Festi Wes conc Ge eee a eee eeeer eee Re Ree ees ea ET T TE TT 172 General Call Center parameters 000 00 cece eee 172 Operator Business SIAS cis tek hake eed Chek ed a a Weed E dae wales 172 Gall Center Ghee ccc dene suck neee Gand edehtoucdse Mere neeee Renew nes 174 Call Gener AOS s cscig cad operia pepe ease s
56. 7 Press FARM FARM AGENT ROUTE SHRMRKEMEX 8 The display shows the name of the skillset mailbox aa HEAT Press HEXT CDH Swi 9 The display shows the CDN of the skillset mailbox ENE HENT Press NEXT MWI exti nore 10 Press HEXT CHHG HEAT Password 11 Press RESET to reset the password for the skillset mailbox i RESET The password is reset to 0000 Password reset 12 This display appears briefly 13 Press to end the session N0025637 01 Chapter 6 Setting up skillset mailboxes 63 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 mailbox 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 9 to hear the Alternate Language If the Operator Status is se
57. 87 96 destination pager number and message character limit 84 feature restrictions 79 setting up to a pager number 84 to a telephone number 80 to an extension number 82 to wrong destination 77 Off premise Message Notification parameters destination telephone number 79 destination type 79 time range 79 types of message 79 Opening a skillset mailbox 59 Opening the Skillset Mailbox remotely 59 Opening your mailbox CallPilot 59 Norstar Voice Mail 59 Operator resetting password 167 Outdial route mailbox 78 Overflow Intelligent 11 P Parameters general Call Center 164 Routing Table Greetings 130 Password changing skillset mailbox 61 resetting Operator 167 resetting skillset mailbox 62 skillset mailbox 58 61 Pausing a message 71 Playing message envelope CallPilot interface 73 Playing message envelope Norstar Voice Mail 70 Preferred method of call distribution 184 Preventing calls from ringing at an agent s telephone 169 Primary alert time 25 Programming a memory button 19 R Remotely opening a skillset mailbox 60 Replaying messages 71 Reply feature 72 Replying to an external message sender 76 using the DIAL option 76 Call Center Telephone Administration Guide 190 Index to an internal message sender 74 to messages CallPilot 73 to messages Norstar Voice Mail 71 Reserved channels 26 165 Resetting skillset mailbox password 62 Restrictions for using Call Forward No Answer 169 Res
58. Call Center This chapter has tips on improving the operation of Call Center Agent administration Agents can log on to 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 If your call center has long Delay Answer Times longer than about 10 seconds in your greeting specify to callers that their call is being tracked by Call Center Otherwise it is possible for callers not to understand the long ringback delay and hang up 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 The longest recorded greeting for a skillset affects the frequency with which callers hear greetings If
59. Detection on page 128 Forced Play Enable Forced Play for a greeting that contains important information that you want callers to hear If an agent becomes available while a caller is listening to a Forced greeting the greeting is not interrupted The caller must listen to the entire greeting If you do not enable Forced Play when an agent becomes available the greeting is interrupted and the call goes to the available agent Limit the number of Forced Play greetings and keep Forced Play greetings as short as possible Long Forced Play greetings increase the transfer time of calls to agents and cause unpredictable increases in distribution times For more information refer to Routing Table administration on page 164 Intelligent Caller Input Routing Basic Xfer 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 9 to leave a message in the skillset mailbox e press 2 to transfer to a CCR Tree These are the default keypad buttons You can change the keypad buttons Ensure that the Non business hours greetings have Intelligent Call Input Routing Basic enabled so that callers can direct how they transfer their calls No Intelligent Caller Input Routing Norm While the greeting plays callers cannot press a dialpad button to transfer their call Call Center ignores buttons pressed on the dialpa
60. EAT OFer Key 30 Press HET CHHG GISABL HEAT Mbox Kewl 9 31 Press HET CHHG GISABL HEAT N0025637 01 Chapter 10 Routing table administration 141 CCR Keyi 2 Tril CHHG DBISABL OK Tyre Horm ater Force FER Ok Another ster YES QUIT Ster 4 DIST GETG OTHE Dist time ABIO CHHG OK Another ster YES QUIT Ster 5 DIST GETG OTH Greeting ture EWT HORMAL CC greeting RETR OK CC greeting 3 RETR PLAY OK Tyre Horm Force FER OF AA Kes 1 CHHG DISABL HEST AA Kes disable CHHG HEST Ofer Kew B CHHG DISABL HEST Mbox Kes 9 CHHG DISABL HEST MBox Kesi disable CHHG HEXT CCR Keyl Tril CHHG DBISABL OK CCR Kes disable CHHG OK Tyre Horm sfer Force FEF Ok Another ster YES QUIT Ster 6 DIST GETG OTHE Ster 6 DISC sFER GOTO 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 Press OK Press OK Press VES Press DIST Press OK Press VES Press GETG Press HORMAL Press 3 and press OK Press OK Press SFER Press DISABL Press HET Press HEST Press DISABL Press HET Press DISABL Press OK Press OK Press WES Press OTHE Press GOTO Call Center Telephone Administration Guide 142 Chapter 10 Routing table administra
61. ES if you want to set up another destination number YES HO or press HO if you do not want to set up another destination number Meg ture new 11 Press OK or if you want to be notified when the skillset mailbox pune zal receives a new message or press CHHG or 1 if you want to be notified only when the skillset mailbox receives an urgent message Meg notifs 12 Press to end the session ACMIM SELECT N0025637 01 Chapter 7 Off premise Message Notification 97 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 Med notify ADMIN SELECT Hotiftul x gt CHHG OTHE WEST Motif lite DEL IHS QUIT Hotifals gt CHHG OTHE WEST Med notify ADMIN SELECT 1 Press 2 J 9 8 f1 Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press 8 6 to open the Mailbox Tools e Press HOTIF or 2 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 f e Press 6 menu to open the Off premise Message Notification e Go to step 3 Press ADMIH or I to set up Off premise Message Notification Press OTHR
62. If your System Administrator has assigned custom Feature Codes you can use the table Feature Codes on page 172 to record the Custom Feature Codes To determine the Feature Codes Login out Foxx HEST Reads Mode Foxx HEYT 1 Press 2 9 1 The display shows the name and number of the Log In Log Out Feature Code xx represents a number between 00 and 99 Press HEST The display shows the name and number of the Ready Mode Feature Code Press HEST to see more Feature Codes When the display shows QUIT you have seen all the Feature Codes Press to end the session N0025637 01 Chapter 2 About Call Center telephone administration 19 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 25 To program a memory button Program Features Press a button QUIT Feature Code QUIT F QUIT CLEAR
63. Logout and press OK Press Ok if you want prompting for Activity codes to be optional or press PRMPT if you want agents to be prompted and press OK NOTE This step appears only if you use Enhanced Call Center Press to end the session Call Center Telephone Administration Guide 104 Chapter 8 Setting up agents Changing an agent After you add an agent you can change their properties You must use this procedure if the system times out while you are adding an agent The properties you can change for an agent are e password e display name e priority e supervisor status e auto answer options e missed call options e Activity Codes Loa 1 Press J 8 QUIT RETRY UK Enter the Call Center Administrator Mailbox number and password and then press DE Admin 2 Press OTHR MEO AA OTHR Admin 3 Press CC GLIST CCR co CC Admin 4 Press AGEHT AGENT SKILL OTHR Agent Admin 5 Press CHNG ADD DEL CHHG Agent ID 6 Enter the ID number of the agent you want to change and press OK Eu aali Hs If you do not know the agent s ID number press DIF to search the directory Loain Pswd 7 Press RESET if you want to reset the agent s password RESET HEST or press HET BERKS 8 Press CHNG if you want to change the agent s name CHHG HEST or press MEXT and go to step 10 Agent name 9 Enter the new agent s name and press OK
64. Part No N0025637 01 D 4 Call Center Telephone Administration Guide NORTEL NETWORKS Call Center Telephone Administration Guide Copyright 2004 Nortel Networks All rights reserved 2004 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 All other trademarks and registered trademarks are the property of their respective owners N0025637 01 Contents Chapter 1 PEO Call CONG 665445 ews eed oe 505408 049 O1i Faas ein end eee Cans 9 What Call Center includes oo5504 664662449 Raa OREM ORE OaR a eRS R 10 What you can administer through a telephone 0c eee eee eee eee 12 Related GdCuinents pccc2kece Hebi ee be ed aetacbev teach eeee et aeiaae ed eaews 13 POW ie A 55 bisiwiee eye E E damien vhs ER ener eens 14 Chapter 2 About Call Center telephone administration
65. Reporting N0025637 01 Chapter 11 Monitoring call activity 155 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 any qualified and available agents from another skillset to log on to skillset 1 until the calls in skillset 1 are handled Skill 1 Enabled GOTO SKILL HEST 1 7 agents GOTO SKILL HEST ii calls GOTO SKILL HEST 1i wait 4 68 GOTO SKILL HEST 1 Press e p 0 Q Press HEST to monitor skillset 1 In this example skillset 1 is enabled and appears on the display first If skillset 1 is not enabled press HE T to go to skillset 2 To monitor the next skillset press SKILL at any time To monitor another skillset press GOTO and enter the skillset number The display shows the number of agents logged on to skillset 1 Press MEST The display shows the calls that are currently waiting to be answered by agents in skillset 1 Press HEXT The display shows that the call waiting the longest in skillset 1 has been waiting for four minutes Press to end the session or press GOTO to monitor another skillset and enter the skillset number or press HET to monitor skillset 2 To monitor calls using a one or two line telephone You can monitor calls using a one line telephone While you are using 9 0 9 o
66. Resetting the Operator password on page 167 Voicemail DN Ce ejeje e display the skillset mailbox number Control DN for each skillset e display the extension for Message Waiting Indication for the skillset mailbox e reset the passwords of the Call Center Administrator and the operator For information on the Control DN refer to Determining a skillset mailbox number on page 56 For information on resetting the Operator and Call Center Administrator passwords refer to Resetting the Call Center Administrator password on page 32 and Resetting the Operator password on page 167 Display Waiting Calls Skillset Status 9 0 9 e view real time status information about skillsets You can see how busy your call center is so that you can adjust skillset staffing 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 L _ 9 OJE Refer to Programming a memory button with a Feature Code on page 19 Log on Log off e log agents off if they forget to log off e 39 0 4 For information refer to Logging an agent off on page 111 Monitor agents e lets you monitor agents Ce je
67. Skillset Admin ROUTE OWFLW UNC Route Table DAY HIGHT QUIT Day routing LTE ERASE IHS 1i xxxx CHHG HET HMERMEMI RETRY OF eer CHHG HET 1 10 11 12 13 14 Modifying Routing Table steps Press Ce JJ BJB Enter the Call Center Administrator mailbox number and password and then press OK Press OTHE Press CC Press SE ILL Enter the number of the skillset you want to modify a step for and press OF If the skillset is enabled press CHHG to disable it Press HEXT Press HET to continue Press OTHE Press ROUTE Press DAY or HIGHT In this example Day is shown Press VIEW The display shows the first step in the routing table Press CHHG if this is the step you want to change or press HET until you find the step you want to change and then press CHHG Change the parameters for the step and press OK The display shows the new parameters for the step Press HEYT to view or change the next step or press C to end the session N0025637 01 Chapter 10 Routing table administration 147 Log QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCR cc CC Admin AGENT SEILL OTHE Skillset RETRY QUIT OK SLaLus KHHKK CHHG HET Skill mbox Pswd RESET HEST Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OWFLW UNC Route Table DAY HIGHT QUIT Day
68. T More dest 5 Press ES or fi to set up another destination number YES HO Hobifys none 6 Press SETUF or 1 to set up another destination number and follow SETUP MEST the steps in To set up Off premise Message Notification to a telephone number on page 80 or To set up Off premise Message Notification to an extension on page 82 or To set up Off premise Message Notification to a pager on page 84 N0025637 01 Chapter 7 Off premise Message Notification 99 Turning Off premise Message Notification on or off You can turn Off premise Message Notification on or off at any time If you turn Off premise Message Notification off you do not affect any of the assigned parameters To turn Off premise Message Notification on or off Hed notify ADMIH SELECT Hotify on CHHG TIME OK Hotity off CHHG TIME Ok Mailbox admin GREET PSWD QUIT Press 9 e f Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press 8 6 to open the Mailbox Tools e Press HOTIF or 2 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 f e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press SELECT or 2 to set up Off premise Message Not
69. The Call Center Administrator 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 CFAC This feature forwards all calls from a telephone to another extension number For example all calls from a telephone can be forwarded to the CDN of a skillset Call Forward No Answer CFNA This feature forwards unanswered calls from a telephone 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 CFB This feature forwards all calls from a telephone to another extension if any of the lines assigned to the telephone are busy Channel A channel is the voice path that Call Center uses to play greetings to callers A voice channel is also the voice path used when anyone uses a Feature Code to access Call Center 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
70. Website http www nortelnetworks com itas email naitas nortelnetworks com 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 CTAS Telephone 1 954 858 7777 email csrmgmt nortelnetworks com APAC Asia Pacific Technical Support CTAS Telephone 61 388664627 Fax 61 388664644 e email asia_support nortelnetworks com N0025637 01 15 Chapter 2 About Call Center telephone administration Setting up Call Center with a two line display telephone You cannot use a single line display telephone to set up and administer Call Center You must use a two line display telephone Two line display telephones show 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 SKILL HET Display buttons i i j System timeout If you pause longer than 2 minutes 120 seconds when you program Call Center on a t
71. a 1 Press 9 8 QUIT coh mL Enter the Call Center Administrator Mailbox number and password and then press OK Admin 2 Press OTHF MEOS AA OTHR Admin 3 Press CL GLIST CCR CC CC Admin 4 Press SKILL AGEHT SKILL OTHR Skillset 5 Enter the number of the skillset you want to change and press OK RETR QUIT Ok SLaLUS KKKHHHH 6 The display shows whether the skillset is enabled or disabled CHNG HEA You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue Skillset Admin 7 Press FARM PARM AGEHT ROUTE lt HMMEMMEKM 8 Press CHNG if you want to change the name of the skillset CHHG HEAT or press HEXT and go to step 11 Skillset name 9 Enter the new skillset name and press Ok RETRY Eber Uk For how to enter characters on the dialpad refer to Using the dialpad on page 16 SMMEMMEEMM 10 Press HET CHHG HEAT CDMS Sixx 11 The skillset s CDN is displayed cane DEST Press CHHG to change the CDN or press HEXT and go to step 14 CDH 12 Enter the CDN and press OK RETRY Ok COM lt xxxe 13 Press HET CHHG HEAT Call Center Telephone Administration Guide 50 Chapter 5 Setting up skillsets MWI ext lt none gt 14 Press CHHG to assign or change an MWI ext CHHG HEST or press HET to accept the default of no MWI and go to step 17 Exti 15 Enter the e
72. able the skillset before you make changes to it For how to disable a skillset refer to Disabling a skillset on page 48 Press HEST to continue Skillset Admin 7 Press AGEHT FARM AGENT ROUTE Agent Skillset 8 Press ADD ALC DEL LIEW Add Agent 9 Press RANGE THOT RAHGE QUIT Start agenti 10 Enter the ID number of the first agent you want to assign and press RETR Ok OK End agent 11 Enter the ID number of the last agent you want to assign and press RETRY Ok ok N0025637 01 Chapter 8 Setting up agents 109 Priority 18 12 If you use Enhanced Call Center this display appears that lets you ee a assign dynamic priority to the agent Press OK to accept 10 as the agent s priority level in the skillset or press CHHG and enter a priority level from 1 20 10 is the default x added 13 This display appears briefly Add Agent 14 Press to end the session THDTW RAHGE QUIT Removing agents from a skillset You can remove an agent from a skillset When you remove an agent they are removed from the skillset but not from Call Center You can assign the agent to another skillset Log 1 Press 99 8 QUIT RETRY 0K Enter the Call Center Administrator Mailbox number and password and then press DE Admin 2 Press OTHF HED AA OTHE Admin 3 Press CC GLIST CLR cc CC Admin 4 Press SKILL AGENT SEILL OTHE Skillset
73. ager number represented After you add special characters press OK or Press HEXT or to accept the default pager message represented by lt xxxx gt The default pager message sent by CallPilot is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHHG or 1 to change the pager message The combined limit is 30 characters for the pager telephone number and the pager message Press YES or f or press HO or number if you want to set up another destination number if you do not want to set up another destination Press OK or to be notified when the skillset mailbox receives a new message or press CHHG or 1 to change the message type to be notified only when the skillset mailbox receives an urgent message 10 Press to end the session Call Center Telephone Administration Guide 86 Chapter 7 Off premise Message Notification To set up Off premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers The following steps show you how to enter a telephone number destination and then add a pager destination for the first time Med not ifa ADMIN SELECT Destination FHOWE EXT PAGER Fh RETR Ok lt x ACD OF Star
74. all Center Set Up and Operation Guide Call Center Telephone Administration Guide 10 Chapter 1 About Call Center What Call Center includes You can use Enhanced or Basic Call Center on CallPilot Basic Call Center is available for BCMS0 Features Basic Call Center Enhanced Call Center Skillsets 2 30 Overflow skillsets 1 29 Configured agents available agent IDs 20 100 Agent priority levels 20 Active agents 10 Enhanced max 50 min 20 Active calls in all skillsets 15 48 Maximum active calls per skillset 15 48 alas can be configured for Call 15 30 Voice ports shared with CallPilot or You can have an additional 8 for CallPilot if you have 2 CallPilots dedicated on 1 KSU Routing tables per skillset 2 Greetings 30 50 Steps per routing table 20 Skillset mailboxes 2 30 Supervisors 10 16 Supervisor functionality including call monitoring Silent is available only if a MICS 7 0 or later KSU is used Otherwise muted mode is available Only one mode is available at a time so if silent monitor is available muted monitor is not Maximum simultaneous monitoring administration 6 sessions Day of Week Service you specify the start times for the day and night skillset Available for each day of the week Limited Feature 983 telephone Available Supervisor Help Available with Silent Monitor Not supported with Muted Monitor
75. amming Record For this programming task see on page Record the Feature Codes used by Call Center Feature Codes 172 Record the line information for lines answered by Call Center Line answering 179 Record the Operator and Business Status settings Operator Business Status 173 Record the number of reserved channels and the Primary and General Call Center Secondary Alert times parameters 172 Record agent ID agent name Priority supervisor status and skillset for each agent Call Center agents 175 Record Control DN skillset name MWI ext Method Break Time and Delay Answer time limit Call Center skillsets 174 Record agents assigned to the skillsets Skillset assignments 176 Record the skillset mailbox name skillset mailbox number MWI extension and skillset mailbox password Skillset mailboxes 177 Record the type of step and step parameters for Day and Night Routing Tables Routing Tables 178 Record Line Answering details Line answering 179 Note Make copies of these pages as required gt Call Center Telephone Administration Guide 172 Chapter 14 Call Center Programming Record Feature Codes Feature code name Dialpad buttons Custom Feature Code Display Waiting Calls e oe e ee Open Mailbox Ceje eilf ej _ Log
76. and enter the skillset number 6 Press to end the session 5 you can for GOTO to enter the number of the skillset you want to monitor for SKILL to monitor the next enabled skillset 6 for NEXT e press ff e press 2 e press B or press 4 press f e press for PREV to go to previous menu to go to the next menu to cancel the session N0025637 01 Chapter 6 Setting up skillset mailboxes 57 Checking which telephone mailbox interface you use CallPilot supports two interfaces Norstar Voice Mail and CallPilot The Call Center Administrator determines which interface is assigned to the mailbox For how to change your mailbox interface refer to e the CallPilot Manager Set Up and Operation Guide for how to change your interface using CallPilot Manager e the CallPilot Telephone Administration Guide for how to change your interface using a telephone Follow the procedures that apply to the interface you use Some procedures apply to both interfaces 1 Press e f Follow the voice prompts or the display button options to open your mailbox 2 Check the display to see which interface you use Bnew B saved This is the Norstar Voice Mail interface PLAY REC ADMIM Ho messages This is the CallPilot interface COMP MBOR EXIT 3 Press to end the session Call Center Telephone Administration Guide 58 Chapt
77. ansfer step on page 136 Adding a Disconnect step on page 138 NOTE You must use CallPilot Manager You cannot administer EWT Tables via telephone NOTE You must use CallPilot Manager You cannot administer Activity Codes via telephone NOTE You must use CallPilot Manager You cannot administer Caller Input Rule Tables via telephone NOTE You must use CallPilot Manager You cannot administer Advanced Intelligent Caller Input Routing via telephone For more information about Call Center refer to the e Nortel Networks Call Center Set Up and Operation Guide e Nortel Networks Call Center Agent Guide e Nortel Networks Call Center Supervisor Guide e Nortel Networks Call Center Reporting Set Up and Operation Guide For information about setting up CallPilot refer to the e CallPilot Manager Set Up and Operation Guide e CallPilot Telephone Administration Guide e CallPilot 100 150 Installation and Maintenance Guide For information about configuring telephony resources refer to the e Norstar System Coordinator Guide Call Center Telephone Administration Guide 14 Chapter 1 About Call Center How to get help USA and Canada Authorized Distributors ITAS 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
78. are Monday to Friday from 8 00 until 12 00 and 1 00 until 5 00 To leave a message please press 0 An agent will return your call when we re open Thank you for calling 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 maximum of 20 seconds long If your greetings are longer than 20 seconds callers must wait in a skillset a longer time before they hear another greeting To record a Call Center greeting Log 1 Press 9 BJB QUIT RETRY Ok Enter the Call Center Administrator mailbox number and password and then press OK Admin 2 Press OTHR MEO AA OTHE Admin 3 Press CC GLIST CCR co CC Admin 4 Press OTHR AGENT SKILL OTHR CC Admin 5 Press GRTG GETG PARM CC greeting 6 Enter the number of the greeting you want to record and press OK RETRY OK CC greetingi x 7 Lift the handset and press REC RETRY PLAY REC Record greeting 8 Record your greeting using the telephone handset RETRY OK Do not use handsfree When you are finished press OK Accert greeting 9 Press PLAY to listen to the greeting RETRY PLAY OTHR or press RETRY to re record the greeting N0025637 01 Chapter 4 Call Center greetings 37 CC greeting RETR OF 10 Enter another greeting numb
79. assword and press OK Choose option 2 Press MODE OPER MODE CC Service 3 This display appears briefly N0025637 01 Chapter 10 Routing table administration 149 Mode 1 Auto CHHG MIEW HET Mode 2 Day 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 HET if you have a Day Routing Table for skillset 2 The display shows the Service Mode for skillset 2 In this example skillset 2 is in Day mode Press CHHG if you want to change the Service Mode to Auto or Night or press WIEW if you want to view the details for the Service Mode or press HEST 6 Press to end the session Note Remember to manually choose the Day Routing Table or the Automatic Service Mode when your business returns to regular hours Call Center Telephone Administration Guide 150 Chapter 10 Routing table administration N0025637 01 151 Chapter 11 Monitoring call activity There are two ways that you and supervisors can monitor call activity at your call center e Monitoring agent calls with Silent Monitor on page 151 e Monitoring skillsets on page 154 You can monitor calls by using memory buttons that you program w
80. assword and press OK or Re enter your new mailbox password and press OK or J This display appears briefly Press to end the session Call Center Telephone Administration Guide 62 Chapter 6 Setting up skillset mailboxes Resetting a skillset mailbox password You must disable the skillset before you reset the password Note Reset a password if the agent who accesses the skillset mailbox forgets the password or is locked out The password for the reset mailbox is 0000 The agent who accesses the skillset mailbox cannot retrieve 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 Log 1 Press e 6 B BUI RETEN Enter the Call Center Administrator Mailbox number and password and then press DE Admin 2 Press OTHR MBO AA OTHR Admin 3 Press CC GLIST CCR CC CC Admin 4 Press SKILL AGEHT SKILL OTHF Skillset 5 Enter the number of the skillset whose mailbox password you want RETRY GUIT Of to reset and press OK SLaLUS HEXEN 6 The display shows whether the skillset is enabled or disabled ow PEAT Press HEYT if the skillset is disabled or press CHHG and then press next if the skillset is enabled Skillset Admin
81. axes 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 to detect 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 N0025637 01 Chapter 10 Routing table administration 129 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 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
82. briefly to indicate that you must change your password Pswd 8 Enter anew password from four to eight digits long that does not BETES Of start with zero Press OK or Again 9 Reenter your new password and press OK or J RETRY Ok Password OF 10 Press to end the session Call Center Telephone Administration Guide 34 Chapter 3 Call Center general properties N0025637 01 35 Chapter 4 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 If you use Basic Call Center you can record a maximum of 30 Call Center greetings or 50 greetings if you use Enhanced Call Center You can include information in your greetings such as your hours of service a request for callers to have their account number ready how to leave a message an announcement of a sale product lists upcoming special events Types 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
83. cator Intelligent Caller Input Routing Basic Intelligent Caller Input Routing Basic lets callers direct their calls to an Operator Automated Attendant skillset mailbox CCR Tree 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 Longest idle 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 Call Center Telephone Administration Guide 184 Glossary Memory button indicator Memory button indicators are the triangular shaped LCD indicators on a telephone 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 telephone display as Message for you when there are new messages Message Waiting Indication extension MWI extension or MWI DN For each skillset mailbox you can assign a telephone as the designated MWI extension The Message Waiting Indication extension is an optional telephone number that indicates
84. characters where OTHR RETRY OK the command line prompt remains on the display Hame This display shows the Hame command line prompt RETRY BESP Ok P When you begin to enter the last name the Hame command line ee eee us prompt disappears For example if you enter the name Partridge you press the pad 7 for P and the display drops the Name prompt PARTRIDGE Although the name is only nine characters long the command line Eee ER e 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 N0025637 01 Chapter 2 About Call Center telephone administration 17 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 in a special font inthe top Fwd Command line prompts on display telephones line of the display Underlined word in capital letters FLA Display option Available on two line display on the bottom line of a two line telephones Press the button directly below the display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option About telephone buttons This table shows the Nortel Networks Business Series Terminal buttons Use the buttons that pertain
85. d 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 N0025637 01 Chapter 10 Routing table administration 131 To add a Greeting step Log QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCR cc CC Admin AGENT SEILL OTHE Skillset RETRY QUIT OK SLaLus KHHKK CHHG HET Skill mbox Pswd RESET HEST Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OWFLW UNC Route Table DAY HIGHT QUIT Day routing SETUP QUIT Ster 1 DIST GETG OTHF Greeting ture EWT HORMAL CC greetindi x RETR OK CC dreetingd x RETRY PLAY OK 1 10 11 12 13 14 15 Press Ce J JBJB Enter the Call Center Administrator mailbox number and password and then press OK Press OTHE Press CC Press SEILL Enter the number of the skillset you want to add a Greeting step to and press OK If the skillset is enabled press EHHG to disable it Press HEXT Press HET to continue Press OTHE Press ROUTE Press DAY or HIGHT In this example Day is shown Press SETUP Press GETG Press HORMAL Enter the number of the greeting you want to use and press OK Press OK Call Center Telephone Administration Guide 132 Chapter 10 Routing table adminis
86. d 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 Call Center Telephone Administration Guide 74 Chapter 6 Setting up skillset mailboxes 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 74 e To reply to an internal caller CallPilot on page 75 Replying to an internal caller If you use and you want to use Norstar Voice Mail reply to the caller s extension CALL to transfer to the internal caller s extension leave a message in the caller s mailbox mailbox HSG to record and send a reply to the internal caller s CallPilot reply to the caller s extension extension Call Sender B to transfer to the internal caller s leave a message in the caller s mailbox Rerly 7 1 to record and send a reply to the internal caller s mailbox To reply to an internal caller
87. dd a zero to any single digit hour or minute Delay ansi xxiKx 21 Press HET CHHG HEST Atdti imone 22 Press CHHG to assign an attendant to the skillset CHHG HEST or press MEXT and go to step 25 Exte 23 Enter the extension number of the attendant set RETRY QUIT Atdt xx 24 Press HEXT CHHG HEST Promet langi Pri 25 Press CHHG to use the alternate language prompts and press HEXT CHHG HEST or press HET to use the primary language prompts N0025637 01 Chapter 5 Setting up skillsets 45 AC Enters OPT OPT PRMFT HET EWT sample 16 CHHG HET EWT allow incre CHHG HET EWT ICD 00I0SIAB CHHG HET Hor 24 hour CHHG HET Day start hhmm RETRY OF Day hhmm xxx RETRY AM PH Hight start harm RETRY OK Hight mms xox RETR AM PM 26 27 28 29 30 31 32 33 34 Press HEXT if your Call Center does not use Activity Codes and go to step 27 or if your Call Center uses Activity Codes select the Activity Code entry type OFT for Optional PRMPT for Prompted and press HEST This prompt appears only if you have Call Center Reporting enabled on your system NOTE Although you can set this Activity Code parameter by telephone you must use CallPilot Manager to create Activity Codes For more information refer to the Call Center Set Up and Operation Guide or CallPilot Manager online h
88. default is 24 hour operation For more information about Service Mode see Setting the Service Modes for skillsets on page 148 Note Although you can set Activity Code and Expected Wait Time parameters though LJ 8 8 J you must use CallPilot Manager to create Activity Codes and Expected Wait Time tables For more information refer to the Call Center Set Up and Operation Guide or CallPilot Manager online help N0025637 01 Chapter 5 Setting up skillsets 43 Setting up a skillset You can record skillset properties in the table Call Center skillsets on page 174 To set up a skillset Loa 1 Press 9 8 BUIT RETRY UK Enter the Call Center Administrator Mailbox number and password and then press OK Admin 2 Press OTHR MEO AA OTHF Admin 3 Press CC GLIST CCR CC CC Admin 4 Press SKILL AGEHT SKILL OTHR Skillset 5 Enter the number of the skillset you want to set up and press OK RETRY QUIT Ok Status uninit 6 Press SETUF SETUP QUIT SKILL 7 Press CHHG to assign a name to the skillset CHHG HEST or press HEXT if you do not want to assign a name to the skillset and go to step 10 If you do not enter a skillset name the skillset name defaults to SKILLx where x is the skillset number as shown here Skillset name 8 Enter the skillset name and press OK For ho
89. e Press HET to continue Press OTHE 10 Press ROUTE 11 Press HIGHT 12 Press SETUP Call Center Telephone Administration Guide 144 Chapter 10 Routing table administration Greeting ture 13 Press HORMAL EWT HORMAL Ster 1 14 Press GETG DIST GRTG OTHE CC greetingi x 15 Press 6 and press OK RETR OK CC greet ingi x 16 Press OF RETR PLAY Ok Tyre Horm 17 Press FER Force FER OF AA Res 1 18 Press HET CHHG GISABL HEAT Orer Kew 19 Press HET CHHG GISABL HEAT Mbox Kewl 9 20 Press HEXT CHHG GISABL HEAT CCR Keys 2 Teil 21 Press OK CHHG DISABL Ok Ture Horm sfer 22 Press OK Force FER Ok Another ster 23 Press WES WES GUIT Ster 2 24 Press OTHR DIST GRTG OTHR Ster 2 25 Press DISC DISC FER G T Disconnect 26 Press OK Ok Route Table 27 Press to end the session DAY HIGHT QUIT N0025637 01 Chapter 10 Routing table administration 145 Changing a routing table Note You can add steps to a routing table only when you set it up After you set up the table you cannot add or delete steps You can modify steps 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 48 To Follow the procedure Review steps Reviewing Routing Table steps on page 145 Modify steps
90. e default Select TIME if you want Overflow Routing to time how long the call waits in the skillset before it goes to the destination that you specify or select MHOAGHT if you want Overflow to apply if there are no agents logged onto the skillset or select BOTH if you want Overflow to apply if you want TIME and HOAGHT to apply Enter the time that a call waits in the skillset before it goes to the destination that you specify and press OK N0025637 01 Chapter 9 Intelligent Overflow Routing 123 2 Overflow To SSME OFLSS OTHR Data Prompt RETRY Ok Another rule VES Ho 14 15 16 Press SSME if you want calls to overflow to the skillset mailbox and in the next step enter the mailbox number or press OFLS5 if you want calls to overflow to another skillset and in the next step enter the skillset number or press OTHER for more destinations Move to another skillset Transfer or Change call Priority and in the next step enter the information about where you want to overflow calls Enter the information about where you want to overflow calls and press OF The appearance of this display depends on what kind of overflow you choose Press ES if you want to change or view another Overflow rule or press HO to return to the Overflow display shown in step 11 or press C to end the session Call Center Telephone Administration Guide 124 Chapter 9 Intelligent Over
91. 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 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 you use for 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 Q is the default keypad button callers can press to transfer to the skillset mailbox You can select a different number N0025637 01 167 Chapter 13 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 167 the Call Center Administrator password page 32 a skillset mailbox password page 62 an agent password page 113 Resetting the Operator password You can reset the Operator Ce J Q 8 2 password if it is lost or forgotten 9 8 2 is used by the receptionist Operator and Call Center Administrator If you reset the
92. ee 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 is safe to use for Automatic Answer Silent Monitor If agents answer calls using features like Answer DN or Call Pickup on a set they are not logged onto you cannot monitor these calls You can do monitoring for wireless sets including Companion KIRK and DECT sets only if the agent logs onto the set Call Center Telephone Administration Guide 170 Chapter 13 Troubleshooting Call Center Skillset problems 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 56 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 N0025637 01 171 Chapter 14 Call Center Progr
93. eer ieds see geoetheoraghaded 175 Skillset BES EMG ae i a a E ee wd EEE a o Soh de oS E A 176 Skillset MaANONES cc yoks dent ee eared inikosi enmi ins keke eee iene ESSE 177 POOHOG Tables oi oaks ppt ENEN ERE GORE Sate Ce ees PRE SSA 178 LOANS M eesi cotanenee teens oReds pate een beg ees on ees Set peewddsiys 179 IDSs sce tets seus a A a ses a sues ene ssheneesesd 181 bi eee ee ee reer eee ee re ere rr rer re re re rr ys ere ee 187 Call Center Telephone Administration Guide 8 Contents N0025637 01 Chapter 1 About Call Center This guide leads a Call Center Administrator through setting up and operating Call Center on a CallPilot 100 150 or BCM50 system You can program Call Center using any two line display telephone on your telephone system You can also use the web based CallPilot Manager to set up and operate Call Center 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 and informative messages For information about Call Center features refer to the C
94. eight numbers of the Call Center software RETRY a authorization code and press OK Kes 7 Enter the last eight numbers of the Call Center software RETRY Of authorization code and press OK Call Center 8 Press ACCEFT to enable the keycode ACCEPT AJIT Call Center Telephone Administration Guide 24 Chapter 3 Call Center general properties Enabled 9 The display shows that the software authorization code is enabled 10 Press to end the session N0025637 01 Chapter 3 Call Center general properties 25 Setting Call Center general 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 greater than the Primary alert time You can have Primary and Secondary alerts for all the calls in the call center or for just the calls waiting in skillsets that you are logged on to If a call exceeds the Primary alert time e a memory button indicator programmed with Display Waiting Calls C J 0 Q flashes slowly Ce J Q O R flashes based on the status of all the calls in the call center e a memory button indicator programmed with Agent Login 9 0 4 flashes slowly 9 0 4 flashes based on the status of the calls for the skillsets an agent is logged on to
95. elp If you use Expected Wait Time enter how many calls you want to use to calculate ETW The range is 2 256 calls The default is 10 If you do not use Expected Wait Time go so step 30 If you use Expected Wait Time select whether you want EWT to be recalculated if it increases and the appropriate EWT greeting to be played The default is Y If you use Expected Wait Time enter the Initial Call Duration This can be a value between 00 01 00 and 24 00 00 and is used to compute expected wait time until sufficient statistics are obtained The default of 3 minutes is shown Press CHHG if you want to change the default or press MEXT to accept the default time and go to step 30 Press CHHG to change the service mode for Monday or press HEST Enter the Day Routing Table start time and press OK This is a four digit field Add a zero to any single digit hour or minute Press AM or PH Enter the Night Routing Table start time and press Ok This is a four digit field Add a zero to any single digit hour or minute Press AM or PH Call Center Telephone Administration Guide 46 Chapter 5 Setting up skillsets Hol xxxxMa KMEXF CHHG S24HF HEST Tul 24 hour CHHG HET 35 The start times for the Day and Night Routing Tables for Monday are shown Press HEXT 36 Repeat steps 28 through 33 to set up the Day and Night Routing Tables for the rest of the week 37 Press to end the session or r
96. ence only if your system is configured as bilingual Activity Codes Activity Code entry types are Prompted and Optional If you select Prompted the agent is prompted to enter Activity Codes on their telephone If you select Optional an Activity Code session is not automatically displayed on the agentis telephone but they can press F907 and enter Activity Codes Optional is the default If you do not have Call Center Reporting enabled on your system this setting does not appear Call Center Telephone Administration Guide 42 Chapter 5 Setting up skillsets Expected Wait Time Expected Wait Time parameters are EWT sample How many previous calls are used to calculate EWT You can enter a number between 2 and 256 calls EWT Increase Allowed Enabled by default which means that EWT is recalculated if it increases and the appropriate EWT greeting is played If not enabled callers do not hear recalculated expected wait times if the wait time increases Whether enabled or not callers hear the appropriate EWT greeting if the wait time decreases Initial Call Duration The Initial Call Duration is used to compute expected wait time until sufficient call statistics are obtained The average call duration is updated whenever a call is released from an agent This can be a value between 00 01 00 and 24 00 00 The default is 00 03 00 Service Mode The service modes are Auto Day Night 24 Hour The
97. ep 4 If you use the Norstar Voice Mail interface e Press ADMIH or B e Press GREET or 2 e Go to step 4 Press CHOOSE or 2 to select a greeting Press PRIME or 1 to select the Primary mailbox greeting and go to step 7 or press ALT or 2 to select the Alternate mailbox greeting and go to step 6 Call Center Telephone Administration Guide 66 Chapter 6 Setting up skillset mailboxes Accert msds CHHG OF 6 If you choose the Alternate mailbox greeting you are asked whether the mailbox can accept messages Press CHHG or fi to toggle from yes to no or press OE or to accept 7 Press 4 to end the session N0025637 01 Chapter 6 Setting up skillset mailboxes 67 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 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
98. epeat steps 4 through 36 to set up another skillset N0025637 01 Chapter 5 Setting up skillsets 47 Enabling a skillset After you set up a skillset calls will not be answered until you enable it If you disable a skillset no new calls are accepted in the skillset Calls that are in the skillset are distributed until the calls are ended Before you can enable a skillset you must e setup the skillset using the procedure To set up a skillset on page 43 e initialize and record a greeting for the skillset mailbox using the procedure Initializing a skillset mailbox on page 58 e set up the Day and Night Routing Tables using the procedures in Chapter 10 Routing table administration on page 127 To enable a skillset Log QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCR cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT OK Status Disabled CHHG HEXT Status Enabled CHHG HEXT Skill mbox Feud RESET HEST 1 Press Ce J e B B Enter the Call Center Administrator Mailbox number and password and then press DE Press OTHE Press CC Press SKILL Enter the number of the skillset you want to enable and press OK Press CHHG to change the status from disabled to enabled The display shows that the skillset is enabled Press RESET to reset the password for the skillset mailbox or press HET to co
99. er 6 Setting up skillset mailboxes Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it and before you can enable its skillset 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 J 8 f 2 Log on by following the voice prompts Use the skillset mailbox number and 0 0 0 0 the default password Must change Pswd 3 This display appears briefly to indicate that you must change the password Pswd 4 Enter a new skillset mailbox password from four to eight digits long RETRY OF that does not start with zero Press OK or Again 5 Reenter the skillset mailbox password and press OK or J RETRY Ok Record name 6 At the tone record the skillset mailbox name in the Company RETRY da Directory Do not use handsfree Include the skillset mailbox number in the recording F
100. er and press OK to record another greeting or press C to end the session Call Center Telephone Administration Guide 38 Chapter 4 Call Center greetings N0025637 01 39 Chapter 5 Setting 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 You can have a maximum of 2 skillsets for Basic Call Center or 30 skillsets for Enhanced Call Center You cannot change the properties of a skillset while it is enabled You must disable the skillset If you want to change the CDN disable the skillset and wait until there are no calls in the skillset before you change the CDN 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 configuring lines refer to Configuring lines on page 29 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 7 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 e Calls can be forwarded
101. extension Hed notify ADMIN SELECT Modify irager CHHG HET Destination FHOWE EXT PAGER XMEMDP I RETR OK Hotifa s CHHG HEST More dest YES HO 1 Press 2 J 9 8 A Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press 8 5 to open the Mailbox Tools e Press HOTIF or 2 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 8 e Press 6 menu to open the Off premise Message Notification e Goto step 3 Press ADMIH or 1 to change Off premise Message Notification The displays shows the first destination type and destination number Press CHHG or 1 to change the destination type and the destination number Choose the type of destination number press PHOHE or 1 to choose a telephone number destination or press EXT or 2 to choose an extension destination Enter the destination number you want to set up Off Premise Message Notification for lt x gt represents the destination number Press OK or f to accept the destination number or press RETR or to re enter the number Press HET or f to continue Press YES or if you want to set up another destination and repeat steps 6 through 8 or press HO
102. f 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 N0025637 01 Chapter 9 Intelligent Overflow Routing 121 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 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 O
103. fication menu e Go to step 3 Press ADMIH or I to change Off premise Message Notification The displays show a review of the first destination type and destination number Press CHHG or 1 to change the destination type and the destination number lt x gt represents the type of destination phone or extension Press PAGER or fB to choose a pager number destination Enter the pager number and press OK or f to continue Press OF or f to accept the destination pager number represented by lt x gt or press ADD or 2 to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or Call Center Telephone Administration Guide 96 Chapter 7 Off premise Message Notification Show xx 8 Press HEST or to accept the default pager message represented CHHG WERT by lt xxxx gt The default pager message sent by CallPilot is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHHG or 1_ to change the pager message The combined limit is 30 characters for the pager telephone number and the pager message Hotit Pager 9 The display shows notification is set up to a pager bas MEAT Press HEYT or to continue More dest 10 Press Y
104. flow Routing Log QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCR cc CC Admin AGENT SEILL OTHE Skillset RETR QUIT OK SLaLus KKKKKEM CHHG HET Skill mbox Pswd RESET HEST Skill mbox Pswd RESET HEST Skillset Admin FARM AGENT OTHR Skillset Admin ROUTE OWFLW UHC Overflow rules ADE CHHG DEL 1i mode CHAHGE HEST li time CHAHGE HEST 1 10 11 12 13 Changing and viewing Overflow rules Press Bl BJBJ Enter the Call Center Administrator Mailbox number and password and then press DE Press OTHR Press CC Press SKILL Enter the number of the skillset you want to change and press OK The display shows whether the skillset is enabled or disabled You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue Press HET to continue Press HET to continue Press OTHE Press OWFLIW Press CHHG The first Overflow rule shown here as rule 1 is displayed If you want to change another rule press NEXT until you see the display in step 17 Press CHAHGE if you want to change the mode of the Overflow rule mode is either Day Night or 24 Hour or press HET to continue Press CHAHGE if you want to change the time of the Overflow rule or press HET to continue If you do not have a time set for this O
105. for Call Center 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 To set Call Center general properties Log QUIT RETRY DE Admin MEDS AA OTHR Admin GLIST CCR CC CC Admin AGEHT SKILL OTHR CC Admin GRETG PARI Refresh chans 1 CHHG HET Pri alert xxinx CHHG Pri alert mms RETR Pri alert gt CHHG Sec alert CHHG OK 1 10 Press JEJ BJB Enter the Call Center Administrator mailbox number and password and then press OK Press OTHE Press CC Press OTHE Press FARM Press CHHG if you want to change the number of reserved channels from 0 6 and press HEXT or press HEST Press CHHG to set a Primary Alert time or press HEXT and go to step 10 Enter the Primary Alert time This is a four digit field Add a zero to any single digit hour or minute The display shows the Primary Alert time Press HEXT Press CHHG to set a Secondary Alert time or press MEXT and go to step 13 N0025637 01 Chapter 3 Call Center general properties 27 Sec alert mmsss RETR Sec alert xxixx CHHG OK CC Admin GRTG
106. for the pager telephone number and the pager message The display shows that the second destination is a pager Press HET or to continue Press HEXT or or press SETUP to add another destination to continue Call Center Telephone Administration Guide 88 Chapter 7 Off premise Message Notification Startitstart time 21 Press HEXT or to accept the start time that you entered CHHG HEST or press CHHG or 1 _ to change the start time Stor stor times 22 Press HET or to accept the stop time that you entered CHHG HEST oi press CHHG or 1_ to change the stop time Meg ture new 23 Press OK or to be notified when the skillset mailbox receives a en oe new message or press CHHG or 1_ to be notified only when the skillset mailbox receives an urgent message Meo notify 24 Press to end the session ACMI SELECT N0025637 01 Chapter 7 Off premise Message Notification 89 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 79 for more information about parameters If you want to change the time or message type parameters use the procedure To change the time range or type of message parameters on page 89 If you want to change the destination type refer to the
107. ge 71 N0025637 01 Chapter 6 Setting up skillset mailboxes 71 Playing skillset mailbox messages Norstar Voice Mail Option Button Available Available Description while after playing playing Forward Advances the message three seconds and continues of Vv playing from that point gt gt gt Next 6 Plays the next message in the skillset mailbox If you use br Vv Vv this while a message is playing it stops playing the current message and plays the next message in the lH skillset mailbox Pause 2 Temporarily stops a message When you stop the Continue or message you can play the previous message continue Y playing the current message or skip to the next message STOF PLAY Previous 4 Vv Stops playing the current message and plays the previous message Quit Stops playing the message and plays the Mailbox main menu options Replay ft Replays the message from the beginning or Y lt lt lt lt lt lt Replay a Vv Replays the last message Reply 9 Replies to a message Refer to Note 3 on page 72 ae The reply can be either Y Y a message to an internal sender s mailbox REPL a telephone call to an internal or external party Refer to Note 4 on page 72 Save Z Saves the message being played If you do not delete a Message or message it is automatically saved This option is not Vv shown on t
108. gs transfers and being on hold If an agent becomes available the call is sent to the available agent Each skillset has a Day and a Night Routing Table Set up the Day Routing Table for your business hours Set up the Night Routing Table for your non business hours The maximum number of steps you can add to a routing table is 20 You can record the routing table steps you create in Routing Tables on page 178 Note You can add steps to a routing table only when you set it up After you set up the table you cannot add or delete steps You can modify steps 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 to 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 CallPilot 100 150 1 From a Norstar telephone set up a DID target line For information about setting up a DID target line refer to the Norstar System Coordinator Guide 2 Configure the target line number to be answered by Call Center For information about configuring lines refer to Configuring lines on page 29 Call Center Telephone Administration Guide 128 Chapter 10 Routing table administration Fax Detection Call Center can detect fax calls and route them to a skillset mailbox If you want Call Center to detect incoming f
109. he display unless you erase a message If you SAWE erase a message and play the message again you can press SAE on a two line display telephone Refer to Note 2 on page 71 Volume Adjusts the volume of the message that is playing The Control Y volume increases each time you press P After four presses the volume returns to the lowest level Notes 1 Because the skillset mailbox has limited message storage space delete any messages you no longer need After a certain time period your saved messages are erased automatically Ask your System Administrator about this 2 You can retrieve a deleted message only if you have not quit the session in which you deleted it For information about retrieving deleted messages refer to Retrieving erased messages on page 73 Call Center Telephone Administration Guide 72 Chapter 6 Setting up skillset mailboxes 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 Using the Reply feature to reply to an external caller on page 76 To play skillset mailbox messages CallPilot Use this procedure if you use the CallPilot interface 1 Press 9 8 f1 Follow the voice prompts or the display button options to open the skillset mailbox A voice prompt announces the number of new and saved messages
110. here x is the skillset number The name for each skillset is the same as the skillset mailbox name N0025637 01 Chapter 5 Setting up skillsets 41 MWI ext Message Waiting Indication extension The Message Waiting Indication extension is an optional telephone number that indicates that a skillset mailbox has messages waiting The MWI extension that you assign shows Message for you on the telephone display when there are new messages in the skillset mailbox The MWI DN defaults to None If you forget the MWI extensions for a skillset mailbox you can view the MWI extensions by using the procedure Determining a skillset mailbox number on page 56 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 Longest Idle and Preferred Longest Idle 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 is selected The default method of call distribution is Longest Idle 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
111. ied of the request A supervisor can choose to escalate a request so that it is broadcast to other supervisors who may be better able to handle the request If a supervisor receives a request while they are not at their set their 9 0 6 indicator flashes slowly to inform them of the missed request If a help request is escalated to a supervisor their b 0 6J 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 B 0 6 jfeature 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 9 OJ 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 L 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
112. if you want to delete the first destination or press HEXT or to view the other destinations until you find the destination that you want to delete When you find the destination that you want to delete press OTHR Press DEL to delete the first destination number The first destination number is deleted The Notify 2 destination changes to become the Notify 1 destination number To delete more destination numbers press OTHR and repeat steps 4 and 5 Press to end the session Call Center Telephone Administration Guide 98 Chapter 7 Off premise Message Notification 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 8 ft Follow the voice prompts or the display button options to open the skillset mailbox 2 If you use the CallPilot interface e Press 8 5 to open the Mailbox Tools e Press HOTIF or 2 to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface Press ADMIH or fB e Press f to open the Off premise Message Notification menu e Go to step 3 Meg notita 3 Press ADMIN or fi to set up Off premise Message Notification ADMIN SELECT Motifs 4 Press HET or to continue CHHG MES
113. ification Press CHNG or ff to turn Off premise Message Notification off if it is on as shown Press OK or or press TIME to review the start and stop time parameters Press to end the session Call Center Telephone Administration Guide 100 Chapter 7 Off premise Message Notification N0025637 01 101 Chapter 8 Setting up 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 You can record your agent programming in the table Call Center agents on page 175 About adding agents The maximum number of agents you can have is 20 for Basic Call Center and 100 for Enhanced Call Center 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 but you can assign a different number when you add the agent Statistics are collected and reported for each ID number For more information on statistics refer to Monitoring call activity on page 151 and refer to the Norte Networks Call Center Reporting Set Up and Operation Guide Name The agent name can be a maximum of 13 characters If you do not enter a name a default agent name appears as the word Agent and the ID number for example Agent12
114. igns the skillset agents erases the skillset mailbox and all the messages in it makes the CDN available so it can be used by another skillset or device To unconfigure a skillset you must 1 First disable the skillset and wait until all the calls are distributed See Disabling a skillset on page 48 Unassign the lines assigned to the skillset See To configure lines for Call Center on page 30 Follow the procedure below to unconfigure the skillset Log QUIT RETRY Ok Admin MBO AA Admin GLIST CCR cc CC Admin AGENT SEILL OTHE Skillset RETRY QUIT Ok Status AHHH CHHG HEXT Skill mbox Pswd RESET HET Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OWFLW UNC Uncont igure YES HO Press RJBJBJ Enter the Call Center Administrator Mailbox number and password and then press OK Press OTHR Press CC Press SKILL Enter the number of the skillset you want to change and press OK The display shows whether the skillset is enabled or disabled You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue Press HEXT to continue Press OTHE Press UHCF 10 Press YES to unconfigure the skillset Call Center Telephone Administration Guide 54 Chapter 5 Setting up skillsets Skillset 11 This display appears momentari
115. ilbox number and password and then press OK Admin 2 Press MEDY MEOS AA OTHR Mailbox Admin 3 Press CHHG ABD DEL CHHG Mio 4 Enter the skillset mailbox number or press DIF to use the Company LIR SEL Directory Qut dial shone 5 Press HEXT until you see this display CHNG NEAT Press CHHG Qut dial lines 6 Press HEXT if you want to use a line as the outdial method CHHG HEAT or press CHHG if you want to use a line pool as the outdial method and then press HET XHAI 7 Enter the Line or Pool number and press Ok RETRY Of Line numbers must be between 1 and 500 Although line pools have a letter such as A B or C Call Center accepts only numbers If you enter a line pool use 1 for A 2 for B 3 for C and so on Accert x 8 Press OK RETR 0E 9 Press to end the session N0025637 01 Chapter 7 Off premise Message Notification 79 Off premise Message Notification parameters You can set up the parameters for Off premise Message Notification from any tone dial telephone The parameters are e destination type phone extension or pager e destination number phone extension or pager e time range for receiving calls at telephone 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 a
116. illset 39 maximum number 10 M Mailbox opening skillset mailbox 59 outdial route 78 skillset mailbox 55 Mailbox interface CallPilot 57 Norstar Voice Mail 57 Manual call presentation 101 Memory button indicator 19 20 25 programming 19 20 Message Waiting Indication determining extension 56 extension 184 Messages N0025637 01 Index 189 copying 70 deleted retrieving 71 deleting 70 73 erasing 70 73 external 74 76 forwarding 73 internal 74 minimum recording length 74 Off premise Message Notification 77 playing envelope CallPilot interface 73 envelope Norstar Voice Mail 70 next CallPilot 72 next Norstar Voice Mail 71 pausing 71 previous CallPilot 72 previous Norstar Voice Mail 71 rewinding 70 72 skipping forward 71 72 skipping toend 70 quitting 71 replaying 71 replying CallPilot 73 74 replying Norstar Voice Mail 71 74 saving 71 silence timeout 74 skillset mailbox 55 Method of Call Distribution 184 Monitoring example of monitoring 155 Primary alert 25 Primary alert time 25 Secondary alert 25 Silent Monitor 151 tips 153 MWI extension 184 N Name skillset 185 skillset mailbox 58 Night mode skillset 115 Norstar Voice Mail mailbox interface 57 Notification Off premise Message Notification 77 Number Control DN 20 skillset mailbox 20 O Off premise Message Notification 164 about 77 changing parameters 89 destination number character limit 85
117. ime and press OK This is a four digit field Add a zero to any single digit hour or minute Press AM or PH Enter the Night Routing Table start time and press OK This is a four digit field Add a zero to any single digit hour or minute Press AM or PH Call Center Telephone Administration Guide 52 Chapter5 Setting up skillsets Mol XXXKATXXXXP 36 The display shows the Monday Routing Table start times CANG EAER NERT Press CHHG to change the start times and follow steps 31 through 34 or press 24HR to use 24 hour service for Monday or press HEXT to continue Tui XXKMGOXMRMP 37 The display shows the Tuesday Routing Table method CANG Sae DEAL In this example the Routing Table has Day and Night Routing Table start times programmed Tul XXXXA XXXXP 38 Press CHHG to change Day or Night Routing Table start times CHHG 24HF HEST or press 24HR to use 24 Hour mode for Tuesday or press HET to continue Mor 24 hour 39 The display shows the Wednesday Routing Table method CHNG NEWT Continue to change the Routing Tables start times for each day of the week 40 Press to end the session N0025637 01 Chapter 5 Setting up skillsets 53 Unconfiguring a skillset If you unconfigure a skillset you erase the programming for the skillset You can then reprogram the skillset When you unconfigure a skillset the system erases the skillset Routing Table unass
118. imed pause Depending on the company supplying your paging service the programming sequence can vary For more information about setting the destination telephone number parameters for your pager contact your pager company To set up Off premise Message Notification to a pager 1 Press J 8 A Follow the voice prompts or the display button options to open the skillset mailbox 2 If you use the CallPilot interface e Press 8 5 to open the Mailbox Tools e Press HOTIF or 2 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 8 e Press f to open the Off premise Message Notification menu e Go to step 3 N0025637 01 Chapter 7 Off premise Message Notification 85 Hed notify ADMIN SELECT Destination FHOWE EXT FHAGER Pager RETR OK lt x gt ADE OK Shoni CHHG HET More dest VES Ho Med Lyre new CHHG OK Med notify ADMIN SELECT Press ADMIH or 1 to set up Off premise Message Notification Press PAGER or 8 to select a pager number destination Enter the destination pager number and press OK or J Press OF or by lt x gt or press ADD or 2 to add special characters and use your dialpad or follow the voice prompts to add characters to accept the destination p
119. imer RETRY OK More dest YES HO Hotifazi none SETUP HET Destination FHOHE EXT FHAGER Pager RETRY OK Trant ADE OK Shows CHHG HET HotLifyZ rager CHHG OTHE HEST Hotit 32 none SETUP HET 9 10 11 12 13 14 15 16 17 18 19 20 Press OK or f 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 A Press AM or or FI or 2 Press OK or to accept the stop time Press WES or f to set up another destination number Press SETUF to set up another destination number Press PAGER or 3 to select a pager number destination E Enter the destination pager number and press OK or Press OF or by lt x gt or press ADD or 2 to add special characters and use your dialpad or follow the voice prompts to add characters to accept the destination pager number represented F After you add special characters press OK or Press HEYT or to accept the default pager message represented by lt xxxx gt The default pager message sent by CallPilot is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHHG or 1 to change the pager message The combined limit is 30 characters
120. ing Record Routing Tables Skillset Day or Night Step Type of step Greeting Distribution Transfer Disconnect Go To Step parameters N0025637 01 Chapter 14 Call Center Programming Record 179 Line answering Line Skillset of rings 0 to 12 for Caller ID minimum 2 rings Call Center Telephone Administration Guide 180 Chapter 14 Call Center Programming Record N0025637 01 181 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 Atte
121. inistration Guide 12 Chapter 1 About Call Center What you can administer through a telephone Call Center properties Software authorization code Primary and Secondary Alert times Reserved Channels Supervisor Help Caller ID display settings Lines Answer lines status Reset Administrator password Call Center greetings Enabling the Call Center software authorization code on page 23 Primary and Secondary alert times on page 25 Reserved channels on page 26 Setting the Supervisor Help request timeout on page 28 Selecting skillsets supervisors can receive help requests from on page 28 Setting Caller ID on page 27 Configuring lines on page 29 Setting the Answer Lines status on page 31 Resetting the Call Center Administrator password on page 32 Recording a Call Center greeting on page 36 NOTE You must use CallPilot Manager to add Greeting captions Skillsets Parameters name number control DN Message Waiting Indicator DN Method of Distribution Break Time Delay Answer Activity Code and Expected Wait Time settings service mode prompt language attendant extension Monitor skillsets Skillset mailboxes initialize a skillset mailbox change a skillset mailbox password record skillset mailbox greetings play skillset mailbox messages Off premise message notification Setting up a skillset on page 43 Setti
122. ion number the next number in the series is called For example Call Center can call your car telephone first when there is a message in the skillset mailbox If there is no answer Call Center waits five minutes and calls your car telephone again If there is still no answer Call Center calls your car telephone a third time If there is no answer after three calls Call Center calls your home telephone 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 aRetry 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 telephone 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 an Off premise Message Notification call can cancel Off premise Message Notification to their des
123. ith the Feature Codes for monitoring e Display calls waiting in skillsets 9 0 9 e Monitor agent calls 9 fo 6 NOTE To use 9 0 6 we recommend you program it to a memory button and press the 9 0 6 memory button to monitor agent calls For more information on monitoring agents refer to the Call Center Supervisor Guide Monitoring agent calls with Silent Monitor When you monitor calls as a Silent Monitor you are not detected by the agent or callers You monitor all of the calls on an agent s telephone rather than on a call by call basis When the current call is completed the monitoring session of the agent continues You do not have to reestablish the monitoring session You must be logged on before you can monitor calls Note While you monitor an agent s calls you monitor all of their calls including their personal calls Tell agents that if they make a call that they do not want monitored they must first log off as an agent then log on again when they complete the call We recommend you program a memory button with b 0 6 and then press the e Q 0 6 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 e 0 o6 Call Center Telephone Administration Guide
124. ity When you add agents to Call Center you assign them a priority that represents their level of qualification The priority can be used to determine which of your agents receives an incoming 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 If you use Enhanced Call Center you can assign agents Dynamic Priority when you assign them to a skillset With Dynamic Priority agents can have different priorities depending on which skillset they are logged onto 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 onto the Spanish skillset and a priority of 6 when they are logged onto the German skillset Activity Codes Activity Code entry types are Prompted and Optional If you select Prompted the agent is prompted to enter Activity Codes on their telephone If you select Optional an Activity Code session is not automatically displayed on the agent s telephone but they can press F907 and enter Activity Codes Optional is the default If you do not have Call Center Reporting enabled on your system this setting does not appear Adding an agent Log QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCR cc CC Admin AGENT SKILL OTHE Agent Admin ADD DEL CHHG
125. joj Supervisor Hel aa oE P e lets you take agents help requests Not Ready e extend a Break Time period if agents need time after calls to do paperwork or EDE wrap up tasks For more information about Break Time properties for a skillset refer to Break Time on page 41 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 21 Note While you use a feature if you press the Feature button your present feature session ends Do not press unless you want to end your current feature session N0025637 01 Chapter 2 About Call Center telephone administration 21 Feature Codes used by Call Center agents If you have Custom Feature Codes record them in the table Feature Codes on page 172 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 Administrators and supervisors on page 20 Agents use this Feature Code To Open Mailbox 9 ej tJ e access messages in a skillset mailbox Log on Log off Monitor skillsets e e 0 4 e log on when they are in the office e view the status of the skillsets they are logged on
126. ler 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 Call Center Telephone Administration Guide 30 Chapter 3 Call Center general properties To configure lines for Call Center Log QUIT RETR OK Admin MBO AA OTHF Auto Atdt Admin GETG TABLE LINES Line number RETR OK Line x Ans Ho CHHG HET Line x Ans AA CHHG TABLE WERT Line x Ans CC CHHG SEILL HEST Skill number RETR OK Line x Skillil CHHG RINGS WERT Line x Rings 4 CHHG AHS HET Ho of rinas RETR OK Line x Fings x CHHG AHS HET 1 10 11 12 Press Ce J JBJB Enter the Call Center Administrator mailbox number and password and then press OK Press AA Press LIMES Enter the line number and press OK Press CHHG Press CHHG Press SEILL Enter the number of the skillset you want to answer the line and press OE Press RIHGS Press CHHG Enter the number of rings and press Ok Press HEXT to configure another line or press C to end the session N0025637 01 Chapter 3 Ca
127. ll Center general properties 31 Setting the 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 Pawg 1 Press B je Beier als Enter the Operator password and then press OK The default Operator password is 6 J 7 8 J 7 2 8 6 7 Operator To change the Operator password refer to Resetting the Operator password on page 167 Choose option 2 Press OFER OFER HODE Atdt avail x 3 Press HEXT CHHG HEST Business openi x 4 Press HET CHHG HEST Answer lines H 5 Press CH HG CHNG NEWT If you set Answer Lines to N the display shows Disablina If you set Answer Lines to Y the display shows Enabling 6 Press to end the session Call Center Telephone Administration Guide 32 Chapter 3 Call Center general properties Resetting the Call Center Administrator password You can reset the Call Center Administrator password by resetting the password to the default password and then creating a new password You can reset the password to keep the system secure and to create a new password if you forget the Call Center Ad
128. ll to a skillset e If you are monitoring an agent and they transfer a call you do not continue to hear the call Agents who want to transfer a call to a mailbox should use Q 8 6 Multimedia Call Center agents 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 If you are doing silent or muted monitoring the only way agents should use Answer DN is if they program their portable set to be the Answer DN for their main telephone This is because you will not be able to monitor calls that agents answer on their Answer DN You can only monitor calls that agents answer from the set they are logged on to For more information about using Answer DNs with Call Center refer to the Norstar System Coordinator Guide 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 N0025637 01 Chapter 1
129. lset 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 Mode Intelligent Overflow Routing looks at the mode the skillset is in to determine how to handle a call A skillset can be in Day mode Night mode or 24 Hour Service Each mode can have its own rules for how to handle calls The default mode is Day Condition After Intelligent Overflow Routing determines what mode the skillset is in Intelligent Overflow Routing determines what conditions apply to the call The two possible conditions are e Whether the timer expires You set the length of time a call waits for an agent before the call is sent to the destination that you specify The maximum time a call can wait is 59 59 When a call enters a skillset the timer starts at 00 00 Overflow rules are applied according to the time a call is in a skillset not according to the total time a call is in the system For example if you set up skillset 1 to move a call to skillset 2 after five minutes and you set up skillset 2 to move a call to skillset 1 after two minutes a call in
130. ly Uncont i gured CC Admin 12 Press to end the session AGENT SKILL OTHE N0025637 01 55 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 use the primary prompt language maximum message time is 15 minutes maximum message length is three minutes maximum message retention is 30 days maximum greeting length of one minute Off premise message notification enabled with a retry interval of five minutes and three attempts Outbound Transfer is enabled maximum number of incorrect password attempts is nine password expires in 90 days Networking is enabled if you have the Message Networking option enabled Personal Target Attendant is enabled Record Call is not enabled prompt language is Primary user interface is Norstar Voice Mail The default Class of Service for skillset mailboxes is 1 To prepare a skillset mailbox to receive messages Know the skillset mailbox number CDN of each skillset mailbox If you do not know the skillset mailbox number refer to Determining a skillset mailbox number on page 56 Initialize the skillset mailbox Refer to
131. 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 elf Follow the voice prompts or the display button options on your telephone to open the skillset mailbox sSkillset name 2 The skillset mailbox name appears briefly 3 If you use the CallPilot interface e Press 8 2 to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface e Press ADMIH or B e Press GREET or 2 e Go to step 4 Greeting options 4 Press FEC or 1 REC CHOOSE CFWD Greeting 5 Press PERS or 3 to record a Personalized greeting PRIME ALT PERS Greeting 6 Enter a Personalized greeting number of 1 2 or 3 RETR OK Phi 7 Press CHMG or fi CHHG OF Call Center Telephone Administration Guide 68 Chapter 6 Setting up skillset mailboxes Phi xR HMEREEK 8 RETRY Ok Record greeting 9 RETRY Ok Accert greeting 10 RETRY PLAY
132. maximum of 16 characters A skillset name is the same as the skillset mailbox name Subscriber A subscriber is a mailbox owner 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 Call Center Telephone Administration Guide 186 Glossary N0025637 01 187 Index Numerics 24 Hour Service mode skillset 115 A Agent Autobusy mode 163 dynamic priority 10 Feature Codes 21 listening to skillset mailbox messages 69 monitor 151 parameters 101 Silent Monitor 151 Agent priority levels 10 Agents maximum number 10 Button memory button indicators 25 programming a memory button 19 C Call Distribution Method 184 monitoring 155 Silent Monitor 151 Call Center efficiency tips 166 Feature Codes 18 preventing call congestion 154 related documents 13 skillset mailboxes 55 Call Center Administrator Feature Codes 20 Call Center Features agent priority levels 10 call monitoring 10 Day of Week service 10 number of active agents 10 number of active calls in a skillset 10 number of agents 10 number of greetings 10 number of lines 10 number of Routing Tables
133. ministrator password If you reset the password you must log on to the Call Center Administrator mailbox using the default password 0000 and create a new password Warning Change the System Administrator password frequently to minimize the AN risk of unauthorized activity If you reset the Call Center Administrator password log on to the Call Center Administrator mailbox and create a new password immediately to prevent unauthorized access to the system Default Call Center Administrator Mailbox number and password combinations the default Call For a mailbox Center and the default Call number length Administrator Center Administrator so the combined mailbox number of Mailbox number is Mailbox password is and password is 12 120000 102 1020000 1002 10020000 10002 100020000 100002 1000020000 1000002 10000020000 To reset the Call Center Administrator password Set tex 1 Press e BJB die The Voicemail DN appears on your display Psu 2 Press QJ RETRY OF Pswd 3 Enter Resetsmpswd or RETRY OF Wer sejwiejzrjejs and press DE or J Reset paud 4 Press YES YES HO Exit 5 This display appears 6 Press L J 8 1 Log on by following the voice prompts Use the default password 0000 N0025637 01 Chapter 3 Call Center general properties 33 Must change Pswd 7 This display appears
134. n additional 2 minutes the call transfers to the skillset mailbox Call Center Telephone Administration Guide 120 Chapter 9 Intelligent Overflow 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 calls 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 i
135. n the message envelope Envelope information 7 2 Vv includes the date and time the message was sent and if the message is internal the directory name of the sender Forward 7B Vv Forwards the message to one or more mailboxes You can record an Message introduction to the forwarded message Reply v Replies to a message and all recipients of the message Refer to All 7 4 Note 3 on page 72 Delete Deletes the current message Deleted messages remain in the 7 6 Y skillset mailbox until the session ends Refer to Notes1 and 2 on page 71 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 FLAY or 2 to listen to the erased message To retrieve an erased message CallPilot You can retrieve a deleted message A deleted message remains in the skillset mailbox until you en
136. na one line or a two line telephone you can e press e press e press 1 for GOTO to enter the number of the skillset you want to monitor 2 for NEXT e press B or 6 for SKILL to monitor the next enabled skillset 4 for PREV to go to previous menu e press to go to the next menu e press to cancel the session Call Center Telephone Administration Guide 156 Chapter 11 Monitoring call activity Using a memory button to monitor calls waiting in skillsets Program a memory button with Ce 0 9 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 19 e If the indicator is off all of the calls are within the acceptable wait time e Ifthe indicator is flashing slowly at least one call has exceeded the first alert time e If the 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 Call Center general properties on page 25 For information on Primary and Secondary alert times refer to Primary and Secondary alert times on page 25 Taking some Not Ready
137. ndant AA The Automated Attendant is an automatic answering service AA answers incoming calls with a Company Greeting and a menu of options AA routes calls in response to a caller s dialpad selections For a greater range of options and services for incoming calls a Custom Call Routing CCR menu can be assigned to play instead of the Automated Attendant menu Automatic Answer Automatic Answer 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 no calls are routed to them for the Break Time The agent can extend or cancel the Break Time by using the Not Ready Feature Code CCR See Custom Call Routing Call Center Telephone Administration Guide 182 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
138. nfigure both the Day and Night Routing Tables before you can assign the Automatic Service Mode to the skillset Day The skillset uses the Manual Service mode and the Day Routing Table You must configure the Day Routing Table before you can assign the Manual 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 Manual 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 the 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 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 Pswd 1 Press B je RETRY Of Enter the default Operator password 6 7 8 J 7 2 8 6 7 Operator and press OK or if you changed the default Operator password enter the new p
139. ng 11 Press SETUP SETUP QUIT Ster x 12 Press OTHR DIST GETG OTHR SLEP x 13 Press DISC DISC SFER Disconnect 14 Press OK 0E Table complete 15 Press to end the session N0025637 01 Chapter 10 Routing table administration 139 Example of a Day Routing Table To set up the routing table steps 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 Log 1 QUIT RETRY ok Admin 2 MBOX AA OTHE Admin 3 GLIST CCR CC CC Admin 4 AGEHT SKILL OTHR Skillset 5 RETRY QUIT ok Status HAHAHAH 6 CHHG HET Skill mbox Pswd 7 RESET HEAT Skillset Admin 8 PARM AGENT OTHE Skillset Admin 9 ROUTE OWFLW UNCF Press e e8j B Enter the Call Center Administrator mailbox number and password and then press OK
140. ng the Service Modes for skillsets on page 148 Monitoring skillsets on page 154 NOTE you must use CallPilot Manager to set up Caller Input Rules and Expected Wait Time and Activity Code tables About skillset mailboxes on page 55 Initializing a skillset mailbox on page 58 Skillset mailbox password on page 61 Recording skillset mailbox greetings on page 63 Playing skillset mailbox messages on page 70 About Off premise Message Notification on page 77 Agents Agent ID name supervisor automatic answer missed call options priority Activity Code entry type Assign agents to skillsets Log an agent off Reset an agent password Monitor agents Adding an agent on page 102 Assigning an agent to a skillset on page 107 Logging an agent off on page 111 Resetting an agent password on page 113 Monitoring agent calls with Silent Monitor on page 151 N0025637 01 Chapter 1 About Call Center 13 Routing Intelligent Overflow Routing Greeting step Distribute for step Goto step Transfer step Disconnect step Expected Wait Time tables Activity Codes Caller Input Rule Tables Advanced Intelligent Caller Input Routing Related documents Adding Overflow rules on page 122 Adding a Greeting step on page 130 Adding a Distribute for step on page 134 Adding a Goto step on page 135 Adding a Tr
141. ng up skillset mailboxes 69 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 Call Center Telephone Administration Guide 70 Chapter 6 Setting up skillset mailboxes Playing skillset mailbox messages Use the procedure for playing messages that corresponds to the interface you use e To play skillset mailbox messages Norstar Voice Mail on page 70 e To play skillset mailbox messages CallPilot on page 72 To play skillset mailbox messages Norstar Voice Mail Use this procedure if you
142. nless 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 not 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 N0025637 01 Chapter 11 Monitoring call activity 161 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 Supervisor Help settings Setting the Supervisor Help request timeout on page 28 Selecting skillsets supervisors can receive help requests from on page 28 How to handle Supervisor help requests Supervisors can program the Supervise fea
143. nother destination number or press HO or f if you do not want to set up another destination number Press HEYT or to accept the start time that you entered or press CHHG or 1 to change the start time Press HEYT or to accept the stop time that you entered or press CHHG or 1 to change the stop time Press OK or if you want to be notified when the skillset mailbox receives a new message or press CHHG or 1 if you want to be notified only when the skillset mailbox receives an urgent message Press C to end the session Call Center Telephone Administration Guide 84 Chapter 7 Off premise Message Notification About setting up Off premise Message Notification to a pager number Example of a destination pager number If you are assigning a pager destination number from behind a PBX remember to insert a Q depending on your system before the to access an outside line There is a combined limit of 30 characters for the pager telephone number and the pager message For example to reach your pager enter 4 2 6 6 6jo 2 B 4 b where specifies the next digits are special characters recognizes dial tone specifies that the next digits are the numbers to be dialed 5 6 J 2 8 4 is the pager telephone number dialed e likes ela inserts a t
144. ntinue Press to end the session Call Center Telephone Administration Guide 48 Chapter 5 Setting up skillsets 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 are distributed until the calls are ended To disable a skillset Log 1 Press 9 8 B ee PETRY ok Enter the Call Center Administrator Mailbox number and password and then press DE Admin 2 Press OTHR HED AA OTHE Admin 3 Press CC GLIST CLE CE CC Admin 4 Press SKILL AGENT SKILL OTHE Skillset 5 Enter the number of the skillset you want to disable and press OK RETRY QUIT Ok Status Enabled 6 Press CHNG to change the status from enabled to disabled CHHG HET Status Disabled 7 The display shows that the skillset is disabled CHHG HET 8 Press to end the session N0025637 01 Chapter 5 Setting up skillsets 49 Changing skillset properties You cannot change the properties of a skillset while it is enabled You must disable the skillset If you want to change the CDN disable the skillset and wait until there are no calls in the skillset before you change the CDN To change a skillset Lo
145. o reply to an external caller Norstar Voice Mail i new B saved PLAY REC ADMIH End of message REPLY ERASE HEST 1 Press J 8 f1 J Follow the voice prompts or the display button options to open the skillset mailbox Press PLA or 2 After you listen to the message press REPL or Q CallPilot dials the external number directly To reply to an external caller CallPilot 1 Press J BJA 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 2 to play the current message Press P to call the caller CallPilot dials the external number directly N0025637 01 77 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 a skillset mailbox You can receive Off premise Message Notification at any tone dial telephone number pager or extension Note Set up Off premise Message Notification for non business hours Then Off Premise Message Notification does not consume a Reserved or voice channel during busy periods You can receive notification of a message at a maximum of five different destination numbers When the number of retry attempts is reached for each destinat
146. on 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 Explanation 24 Hour No Agents Move to Skillset 2 The call moves to skillset 2 if no agents are logged E on If agents are logged on and the call is not 24 Hour 02 30 Skillset
147. on Guide 22 Chapter 2 About Call Center telephone administration N0025637 01 23 Chapter 3 Call Center general properties To set the Call Center general properties you e set the Primary and Secondary alert times e set the number of Reserved channels e set the CLID parameter e set the Supervisor Help request timeout value e select from which skillsets a supervisor can receive help requests e configure the lines to be answered by Call Center e set the line answering status If you do not have Call Center as your primary application you must enable the Call Center software authorization code You can also change the Call Center Administrator password if you lose the password or want to change it Enabling the Call Center software authorization code Log 1 Press 9 B BJ QUIT RETRY Ok Enter the Call Center Administrator mailbox number and password and then press OK Admin 2 Press 4 4 J is aod OME This option does not appear as a display button option OrtLions admin 3 Press ALD to display the system identification number ADD LIEW or press IEW to view the options that are enabled on the CallPilot system SHI HEMMMEMMEEM 4 The display shows the system identification number ok Press OK Kewl 5 Enter the first eight numbers of the Call Center software RETRY us authorization code and press OK Kes i 6 Enter the second
148. on Log off Ce jell ej _ _ Supervise agents e e 0 6 e __ Not Ready p B e p o Return to skillset on No Answer R ee eer Voicemail DN Cej 8 6 J e _ Operator status JeJBJe fe Pp _ General Call Center parameters Number of Reserved channels Primary alert time limit in mm ss Secondary alert time limit in mm ss CLID Parameter No CLID Number Only Name amp Number Supervisor Help request timeout value Skillsets supervisors can receive help requests from Lines answered by Call Center N0025637 01 Chapter 14 Call Center Programming Record 173 Operator Business Status Password OPERATOR 67372867 Receptionist or Operator available Y N Business open Y N Answer trunks Y N Receptionist or Operator extension Call Center Service Skillset Number __ Auto Manual Day Night Skillset Number ___ Auto Manual Day Night These settings are usually changed by the receptionist or Operator on a daily basis Call Center Telephone Administration Guide 174 Chapter 14 Call Center Programming Record Call Center skillsets Skillset Rules Skillset parameter Skillset name Maximum 16 characters Default is SKILLn Control DN CDN Extension cannot be used by another telephone or peripheral MWI extension Method Least Busy default or Preferred Break Time Enter as mm ss Minimum 00 min 00 sec Maximum 59 min 59 sec
149. open the Off premise Message Notification menu e Go to step 3 Press ADMIN or I to set up Off premise Message Notification Press PHOME or 1 _ to choose a telephone number destination Enter the destination telephone number and press OK or The destination telephone number is a maximum of 30 digits Press OE or to accept the destination telephone number represented by lt x gt or press ADD or 2 to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or to accept the destination number Enter the start time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or ff or Fr or 2 N0025637 01 Chapter 7 Off premise Message Notification 81 start time RETR OK Stor hhmm RETRY OK stor timer RETRY AM PM stor timer RETR OK More dest VES HO Start start time CHHG HEXT Stor shor timer CHHG HET Hed Lyre new CHHG OK Hed notify ADMIH SELECT 10 11 12 13 14 15 16 17 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
150. or Psu 3 Enter the skillset mailbox password and press OK or f RETRY Ok Call Center Telephone Administration Guide 60 Chapter 6 Setting up skillset mailboxes Opening a skillset mailbox remotely To open a skillset mailbox from an outside telephone e Ifa skillset mailbox is a Mailbox node in a CCR Tree enter the digits and you automatically transfer to the skillset mailbox or e Call an Operator receptionist or subscriber and ask them to transfer you to the skillset mailbox number using 9 8 6 e After you reach the skillset mailbox press during the greeting to open the skillset mailbox If you are in Europe or Australia press 8 8 J e Atthe voice prompt enter the skillset mailbox number and password and press Follow the voice prompts To open a skillset mailbox directly from an outside telephone Follow either procedure to open a skillset mailbox remotely 1 Calla telephone line that is answered by the Automated Attendant 2 Press during the Automated Attendant Menu prompt If you are in Europe or Australia press f8 8 Enter the skillset mailbox number and password and then press Follow the voice prompts or 1 Call your extension number 2 Press during your personal greeting If you are in Europe or Australia press B B Enter the skillset mailbox number and password and then press Follow the voice prompt
151. or press EXT or 2 to choose an extension destination or press PAGER or 8 to choose a pager number destination Enter the destination number and press OF or The destination telephone number cannot be longer than 30 digits Press OK or f to accept the destination number or press RETR or to re enter the destination number Press HEYT or to continue or press CHHG or 1 through 8 to change the destination and repeat steps 6 Call Center Telephone Administration Guide 92 Chapter 7 Off premise Message Notification More dest 9 Press YES or fi J if you want to set up another destination number YES HO or press HO or if you do not want to set up another destination number Startitstart time 10 Press CHNG or fi to change the start time CHHG HEST f press NEXT or to accept the start time Stor stor time 11 Press CHHG or fi to change the stop time CHHG HEST or press HET or f to accept the stop time Msa tare tnew 12 If you want to change message notification pubs o press EHHG or 1 if you want to be notified only when the skillset mailbox receives an urgent message Press OK or Meo notifs 13 Press to end the session ACMI SELECT N0025637 01 Chapter 7 Off premise Message Notification 93 To change the destination from pager to telephone or
152. or press DIF to search the directory The agent s name is displayed Press DEL The display shows the agent is deleted Press to end the session N0025637 01 Chapter 8 Setting up agents 113 Resetting an agent password Log QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCR cc CC Admin AGENT SKILL OTHE Agent Admin ADE DEL CHHG Agent ID DIR RETRY OK Login Pswd RESET HET 1 Press Bl BJB Enter the Call Center Administrator Mailbox number and password and then press DE Press OTHR Press CC Press AGEHT Press CHHG Enter the ID number of the agent you want to change and press OK If you do not know the agent s ID number press DIF to search the directory Press RESET to reset the agent s password Press to end the session Call Center Telephone Administration Guide 114 Chapter 8 Setting up agents N0025637 01 115 Chapter 9 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 original skillset greetings Agents from the specified skillsets can answer the call e moves to another skillset where the call loses its conditions and takes on the properties of the new skillset including skil
153. or Uninit uninitialized 1 6 agents the skillset number and how many agents are currently logged on to the skillset 1 10 calls the skillset number and the number of calls waiting in the skillset 1 wait 9 45 the skillset number and the 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 ask qualified agents to log on to the busy skillset To monitor skillsets 1 Press 9 o Q The skillset display for skillset 1 appears On a one line display On a two line display telephone To telephone press press A or GOTO enter the number of the skillset you want to monitor 2 2 or SKILL go to the next skillset or 6 B or 6 or HEST monitor the next enabled skillset 4 4 or PREM go to the previous menu a go to the next menu cancel the session we a exit Note If at any time during a monitoring session you press a programmed memory key your monitoring session ends Do not press a memory key unless you want to end your monitoring session Note If you have the Call Center Reporting option enabled you can monitor and record call activity from a computer that is running Call Center Reporting You need a software authorization code to use Call Center Reporting Contact your vendor if you are interested in purchasing or trialing Call Center
154. or example Sales mailbox 5813 Press OK or to end the recording Accert name 7 Press OK or to accept the recording RETRY PLAY OF rf press PLAY or 1 to listen to the recording or press RETR or 2 to re record your name Skillset name gt 8 The recorded name plays and the skillset mailbox name is displayed The skillset mailbox name is the name you entered when you set up the skillset properties 9 Press to end the session N0025637 01 Chapter 6 Setting up skillset mailboxes 59 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 Presse J 8 f Psu 2 Enter the skillset mailbox password and press OK or OTHE RETRY Ok or if you are at another extension or if you are using a Guest mailbox press OTHR or to display the Loa prompt When this prompt appears enter the skillset mailbox number and password 1 new 1 saved 3 After you open the skillset mailbox the telephone display shows PLAY FEC ADMIH how many new and saved messages are in the mailbox To open a skillset mailbox CallPilot 1 Press L J 8 1 Mbox 2 Press RETRY Ok or if you are at another extension enter the skillset mailbox number and then press OK
155. or mailbox number and password and then press OK Admin 2 Press OTHR MEDS AA OTHF Admin 3 Press CC GLIST CCR CC CC Admin 4 Press SKILL AGEHT SKILL OTHR Skillset 5 Enter the number of the skillset you want to add a Goto step to and RETRY QUIT Ok press OF SLatust HEEMME 6 If the skillset is enabled press CHNG to disable it one HEST Press NEXT Skill mbox Paud 7 Press HEXT to continue RESET HEST Skillset Admin 8 Press OTHR PARM AGENT OTHR Skillset Admin 9 Press ROUTE ROUTE OWFLW UMC Route Table 10 Press DAY or HIGHT BAe ea ee In this example Day is shown Day routing 11 Press SETUP SETUP QUIT Sher x 12 Press OTHR DIST GRTG OTHF Sher x 13 Press GOTO DISC BFER GOTO Goto Stepi x 14 Press CHHG until the step is displayed that you want the call to go to CHNG ok and press OK or Table complete 15 16 press OK to accept the step that is shown This display appears After you add a Goto step you cannot add more steps to the table Press to end the session Call Center Telephone Administration Guide 136 Chapter 10 Routing table administration Adding a Transfer step A transfer step can transfer calls to an extension a mailbox an external number the Automated Attendant an operator e aCCR Tree Log QUIT RETR OK Admin HEOR AA OTHE Admin GLIST CCR cc CC Admin AGENT SEILL OTHE Skillset RETR QUIT OK SLaLus KHKKEK
156. ot rename a telephone DN to a telephone DN used by Call Center e It is possible for i2004 devices to be assigned to the DN used by Call Center The user does not receive an error message if this happens even though i2004 devices usually warn a user if there are conflicting telephone DNs Therefore it is imperative that the i2004 programming record contains a list of CDNs used by Call Center Limitations for B1 and B2 extensions 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 that exists with every telephone but is generally not used Some peripherals use a B2 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 e Since assigning CDNs does not require additional hardware we recommend using B1 CDNs over B2 CDNs B1 CDNs have better functionality than B2 CDNs 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 LLx w
157. ou must assign the line to be answered by a Call Center skillset You can configure a maximum of 15 lines for Basic Call Center and 30 for Enhanced 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 179 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 For how to disable a skillset refer to Disabling a skillset on page 48 Note Target lines that are assigned to a B2 skillset cannot have their prime extension 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 Norstar System 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 the number of rings is zero Call Center answers immediately For analog lines equipped with Cal
158. ou want to assign and press OK DIR RETR Ok or press DIF to search the directory HEME 11 The display shows the agent s name HEAD Press NEXT Priorita 16 12 If you use Enhanced Call Center this display appears that lets you ue as assign dynamic to the agent Press OK to accept 10 as the agent s priority level in the skillset or press CHHG and enter a priority level from 1 20 10 is the default Call Center Telephone Administration Guide 108 Chapter 8 Setting up agents Agent added 13 This display appears briefly Add Agent 14 Press to end the session THDIW RANGE QUIT or press INDI to add another agent and follow steps 10 through 13 Assigning several agents to a skillset You can save time by adding several agents to a skillset at once Agents that are already assigned to the skillset are not added again To assign several agents to a skillset Loa 1 Press 9 8 BUIT RETRY UK Enter the Call Center Administrator Mailbox number and password and then press DE Admin 2 Press OTHR MBO AA OTHR Admin 3 Press CC GLIST CCR cc CC Admin 4 Press SKILL AGEHT SKILL OTHR Skillset 5 Enter the number of the skillset you want to assign several agents Pelee AGUI ahs to and press OK Status KXAKKXX 6 The display shows whether the skillset is enabled or disabled CHNG Went You must dis
159. play the greeting configure a timer with the No Agents rule Note Note if an overflow step is configured for No Agents the overflow rule executes N0025637 01 Chapter 9 Intelligent Overflow Routing 117 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 remains queued at the original skillset destination Note If you want calls to overflow to multiple skillsets specify all the skillsets in the
160. pply to your telephone line also apply to Off premise Message Notification numbers For example if you cannot dial long distance telephone numbers from your telephone you cannot have a long distance Off premise Message Notification destination number Setting up Off premise Message Notification Follow these instructions if you have not set up Off Premise Message Notification and are setting it up for the first time If you have set up Off Premise Message Notification refer to the section on Changing Off premise Message Notification on page 89 To set up Off premise Message Notification to refer to a telephone number page 80 an extension page 82 a pager page 84 Call Center Telephone Administration Guide 80 Chapter 7 Off premise Message Notification To set up Off premise Message Notification to a telephone number Med notify ADMIN SELECT Destination FHOWE EXT PAGER Fh RETR Ok lt x ACD Ok Start hime RETRY OK fstart timer RETRY AM PH Press 2 J 9 8 f1 Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press 8 5 to open the Mailbox Tools e Press HOTIF or 2 to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ABDMIH or 8 e Press 6 to
161. press OK AC entra OPT 14 Press OK if you want prompting for Activity codes to be optional OFT PRMPT OK or press PRMPT if you want agents to be prompted and press OK NOTE This step appears only if you use Enhanced Call Center Agent Admin 15 Press to end the session ACD DEL CHHG N0025637 01 Chapter 8 Setting up agents 107 Assigning an agent to a skillset You can assign an agent to one or both skillsets Each agent is responsible for answering calls for the skillsets they are assigned to To assign an agent to a skillset Loa 1 Press 9 8 QUIT RETE te Enter the Call Center Administrator Mailbox number and password and then press OK Admin 2 Press OTHR MBO AA OTHR Admin 3 Press CC GLIST CCR co CC Admin 4 Press SKILL AGEHT SKILL OTHR Skillset 5 Enter the number of the skillset you want to add an agent to and RETRY QUIT Ok Ki press OE Status KXRKKXX 6 The display shows whether the skillset is enabled or disabled CHNG HE You must disable the skillset before you make changes to it For how to disable a skillset refer to Disabling a skillset on page 48 Press HEST to continue Skillset Admin 7 Press AGENT FARM AGENT ROUTE Agernt Skillset 8 Press ADD ADC DEL WTEW Add Agent 9 Press IMDIM THD RANGE QUIT Agent ID 10 Enter the ID number of the agent y
162. r 84 Changing Off premise Message Notification 20 0 89 Deleting a destination number 2 000 cee tees 97 N0025637 01 Contents 5 Adding a destination NUMDEr 20 5 2600s eves ceees eter eer eee ne eseee eee ews 98 Turning Off premise Message Notification on or off 0 0 cee ees 99 Chapter 8 Setting Up Ps oo csiis a a a a cease 101 AbGut Adding AGEING sesicrrtssersrit s ee ewes esoawewi eee eee EEEREN aE 101 PASM POMBNICS a a A wed E bket oases ee hee EE T 101 POCA AON ceca keeeerssane saat seen PARATENE NINER edt EDENA ees 102 CHARGING an aghi cscs caer cchlersernreeantPeseokiaveeheedieeeada tens 104 Adding mulliple SHAING 4 su Shade eee Seed cn ew Ee tEdek EERE RENTENE EENS 105 Assigning an agent to a skillset 000 eee 107 Assigning several agents toa skillset 0 00 cece eee ees 108 Removing agents from a skillset cciskcceavnde ine es Kdee se bbe e PKR be DERE R RS 109 VIEWING agents ina Skillset cccccasc cess ceed ieee d ieneds ease tee scenenens 110 Logong an adem oR osecas te ote Be aac ee Mee eel ee ade acd eke tes 111 Po Eae E co rciw keene LLLE E T E eae GEES aes 112 Resetting an agent password s srrsssrsrssderesadiersissiskrsissenad 113 Chapter 9 Intelligent Overflow Routing 000 e cece eee eee eee 115 Examples of Intelligent Overflow Routing rules 0000 0c eee eee 117 Adding Overflow MES 2 ee ce ee ee ee A 122 Changing and viewing O
163. s N0025637 01 Chapter 6 Setting up skillset mailboxes 61 Skillset mailbox password To decrease the chances of unauthorized access to a skillset mailbox change its password regularly we suggest every 30 days Keep a written copy of the skillset mailbox passwords in Skillset mailboxes on page 177 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 Psd 4 RETRY ok Agsin 5 RETRY ok Password OF 6 7 Press e f 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 8 4 to open the Mailbox Password menu e Go to step 4 If you use the Norstar Voice Mail interface e Press ADMIH or B e Press PSWD or 4 e Go to step 4 Enter your new mailbox p
164. s in the skillset Ensure that an Intelligent Caller Input Routing Basic transfers calls to a skillset mailbox if you want callers to be able to press P to leave a message in a skillset mailbox Remember to mention in the greeting to press P to leave a message in a mailbox Program Intelligent Caller Input Routing Basic to transfer calls to a skillset mailbox for Non business hours greetings so that you do not miss any messages If a 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 Do not assign all the available voice channels as reserved channels Otherwise there will be no channels available for voicemail 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 N0025637 01 Chapter 12 Tips for operating Call Center 165 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 seein cals x maximum greeting length Wait Time a 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
165. 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 Call Center Telephone Administration Guide 118 Chapter 9 Intelligent Overflow 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 original 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 acti
166. stop time CHHG HEST t press HET or f to accept the stop time Meg ture new 8 Press CHHG or fi to change the message type to urgent as es Press OK or to accept the new default message You can choose to be notified of all new messages or urgent messages only Change the message type to urgent to be notified only when the skillset mailbox receives an urgent message Meo notifs 9 Press to end the session ACMI SELECT N0025637 01 Chapter 7 Off premise Message Notification 91 To change the destination from telephone to another destination Hed notify ADMIN SELECT Motif rhone CHHG HET Destination FHOWE EXT PAGER lt x RETR OK Accert nrs RETRY OK Hotifa s CHHG HET 1 Press Ce 0 BJA Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press 8 5 to open the Mailbox Tools e Press HOTIF or 2 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 8 to open the Off premise Message Notification e Press 6 menu e Go to step 3 Press ADMIH or I to set up Off premise Message Notification Press CHHG or 1 to change the destination Press PHONE or fi to choose another telephone number destination
167. sword and then press DE Admin 2 Press OTHR MBO AA OTHE Admin 3 Press CC GLIST CCR co Call Center Telephone Administration Guide 106 Chapter 8 Setting up agents CC Admin 4 Press AGEHT AGEHT SKILL OTHR Agent Admin 5 Press ABD ACD DEL CHHG Agent IDI x 6 The first available agent number is shown PANGE bani 220s Press RAHGE to add a range of new agents Start agent 7 Enter the start of the range and press OK RETRY Ok End agent 8 Enter the end of the range and press OK RETRY OF Priority 14 9 Press CHNG if you want to change the agent s priority CHHG HEST or press HEXT and go to step 11 NOTE This step appears only if you use Basic Call Center If you use Enhanced Call Center go to step 11 Priorita i 10 Enter a priority from 1 to 20 for the agent and press DE RETRY a 1 is the highest priority 10 is the default Surervisor H 11 Press HEST to keep the agent at agent status CHHG HEAT or press CHHG and then HEXT to give the agent supervisor status Auto answer H 12 Press HET if you do not want calls to be force delivered to the CHHG HET agent or press CHHG and then HEXT if you want calls to be force delivered to the agent Miss call BUSY 13 Press OK to accept BUSY Make Agent Busy as the Missed Call LOGOUT BUSY Ok option or press LOGOUT to select Automatic Logout and
168. t 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 telephone number and a brief message One of our agents will return your call as soon as possible Thank you You can record an Alternate greeting for each skillset mailbox Use an Alternate greeting for special circumstances In the Alternate skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory For example Season s Greetings You have reached the Sales Department at Bridgestone Computers At the sound of the tone please leave your name telephone number and a brief message One of our agents will return your call when we re
169. tells callers 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 messages 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 Call Center Telephone Administration Guide 36 Chapter 4 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 ie ee hours greeting will be played after your business is closed You have reached Bridgestone Computers Our hours of service
170. ti hhirr RETR OK start timer RETRY AM PH Press 2 J 9 8 f1 Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press 8 6 to open the Mailbox Tools e Press HOTIF or 2 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 6 e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIH or 1 to set up Off premise Message Notification Press PHOHE or 1 to choose a destination telephone number Enter the destination telephone number and press K or f The destination telephone number cannot be longer than 30 digits Press OK or f to accept the destination telephone 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 Press AM or ff or Fr or 2 N0025637 01 Chapter 7 Off premise Message Notification 87 fstart timer RETRY OK Stor hhmm RETR OK stor timer RETR AM PH stor t
171. time If you use 9 0 B 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 9 0 8 For how to program a memory button refer to Programming a memory button with a Feature Code on page 19 For more information about Break Time refer to Break Time on page 41 Note While you use Not Ready you still receive non Call Center intercom and transferred calls Using Not Ready 1 Press 9 0 6 Make Hot Read appears on the display If you press 9 0 B and Break canceled appears on the display you canceled the Break Time that the Call Center Administrator programmed for you You must press 9 0 8 again to activate the Not Ready feature If you press 9 0 8 and Agent active appears the Not Ready feature was on and you canceled it Press 9 0 8 again to activate Not Ready
172. 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 Call Center Telephone Administration Guide 78 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 AN 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 Loa 1 Press 9 6 B QUIT RETRY Ok Enter the Call Center Administrator ma
173. tion Goto Steri 1 54 Press CHHG CHHG Ok Goto Steri 2 55 Press OK CHHG Ok Table complete 56 Press to end the session N0025637 01 Chapter 10 Routing table administration 143 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 Log QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CER CE CC Admin AGENT SEILL OTHE Skillset RETR QUIT OK SLaLus KHHKK CHHG HEST Skill mbox Pswd RESET HEST Skill mbox Feud RESET MEST Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OWFLW UNC Route Table DAY HIGHT QUIT Hight routing SETUF QUIT 1 9 Press eJ e B Enter the Call Center Administrator mailbox number and password and then press OK Press OTHR Press CC Press SKILL Enter the number of the skillset you want to set up and press OK If the skillset is enabled press CHHG to disable it Press HEXT Press HET to continu
174. to Agents can program a memory button with the Log on Log off Feature Code The status of the calls waiting in the skillset is shown by the flash rate of the indicator For more information refer to Primary and Secondary alert times on page 25 Supervisor Help e requests help from a supervisor 2 Je oj 6 Activity Codes e start a session where they can enter Activity Codes 9 0 7 Not Ready e activate or cancel the Not Ready feature on their telephone If the plo B 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 telephone call or if a supervisor is monitoring a call they first use the Not Ready Feature Code to activate the Not Ready feature When the agent is ready to receive calls they use this Feature Code to cancel the Not Ready feature and receive calls again e f 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 9 0 9 e see during peak call periods which skillsets have the most call activity Call Center Telephone Administrati
175. to erase SIHGLE ALL Erase all rules YES HO Erase rule RETR OK Erase rulei CHHG OK 1 10 11 12 13 14 15 Deleting Overflow rules Press 9 6 Enter the Call Center Administrator Mailbox number and password and then press OK Press OTHR Press CC Press SKILL Enter the number of the skillset you want to change and press OK The display shows whether the skillset is enabled or disabled You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue Press HET to continue Press OTHR Press OWFLU Press DEL Press SIMGLE to erase one rule and go to step 13 or press ALL to erase all the overflow rules for the skillset and go to the next step Press YES to erase all the overflow rules for the skillset and go to step 15 Enter the number of the rule you want to delete and press OK Press OK to confirm the deletion or press CHHG and enter the number of the rule you want to delete Press to end the session N0025637 01 127 Chapter 10 Routing table administration 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 greetin
176. to the type of telephone you use M7100 M7208 M7310 M7100N M7208N Button name T7100 T7208 T7316 M7324 M7310N M7324N Feature Feature Fy Handsfree Bottom right hand ia la aee button Hold E Hold Volume Control CIN o A lt lt lt gt gt gt Release Eo E You can enter e Feature or F and the code to use a feature For example press BJB to access your mailbox The T7100 works differently from other telephones on your system because it does not have line buttons Where other telephones require that you select a line button to answer a call on the T7100 terminal you pick up the handset Where other telephones require you to select a line button to take a call off hold you press on the T7100 terminal On T7100 terminals you can answer a second call by pressing Your active call is put on hold and you connect to the waiting call You can have no more than two active calls at one time Call Center Telephone Administration Guide 18 Chapter 2 About Call Center telephone administration Feature codes You use Feature Codes to perform Call Center functions on your telephone 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
177. tration Tyre Horm 16 Assign the parameters for the Greeting step Force FER Ok e Ifyou want to use Norm press OK and go to step 32 e If you want the Greeting to be forced press Force press OK and go to step 30 e If you want the Greeting to be forced and callers to be able to transfer after the greeting press Force press FER and go to step 17 e If you want callers to be able to transfer during the Greeting press KFER and go to step 17 AA Kes 1 17 The display shows the default key for the Automated Attendant ENG DISABLE NEKT Press CHHG if you want to change the key that callers press to reach the Automated Attendant or AA Ken disable press DISAEL if you do not want callers to be able to press a key to CHHG HEXT reach the Automated Attendant press HEXT and go to step 20 or press MEXT to accept the default key and go to step 20 AA Kew 18 Enter the key you want to assign for the Automated Attendant and RETRY Ok press OF AA Kesi x 19 Press HEST CHHG DISABL HEST Orer Kesi 8 20 The display shows the default key for the Operator Pana SDA BABL nel Press CHHG if you want to change the key that callers press to reach the Operator or press DISABL if you do not want callers to be able to press a key to reach the Operator press HEST and go to step 23 or press MEXT to accept the default key and go to step 23 rer Kew 21 Enter the
178. trictions for using Call Forward on Busy 169 Retrieving deleted messages 71 Retrieving messages from skillset mailbox 69 Rewinding messages 70 72 Routing DID 127 Routing Table examples of 139 Fax Detection 128 Greeting parameters 130 Greeting step 129 hours 127 maximum number of steps 10 127 parameters of Greeting step 130 Service Modes 148 tips 164 Routing Table steps Disconnect 129 Distribute for 129 Greeting 129 Transfer 129 Routing Table about 127 Routing Tables maximum number per skillset 10 S Saving messages 71 Secondary alert time 25 Service Mode skillset 115 Service Modes Routing Table 148 Setting up Off premise Message Notification to a pager number 84 to a telephone number 80 to an extension number 82 skillset parameters 43 Silent Monitor 151 Skillset 24 Hour Service mode 115 Day mode 115 default mode 115 disabling 48 how lines are answered 39 maximum greeting length 165 maximum Routing Tables 10 name 185 night mode 115 problems changing general parameters 170 properties 40 Service Mode 115 start and end times 10 11 Skillset mailbox about 55 changing password 61 checking for messages 69 Class of Service 55 determining MWI extension 20 determining number 20 greeting example 63 67 initializing 58 leaving a message in 164 166 listening to messages 69 Message Waiting Indication extension 56 messages 69 messages waiting 184 number 40 55 56 opening 59 opening remotely 60 password 58
179. ture F906 onto a memory button of their telephone Hele xx IMFO YES HO Hele xx IHFO CANCEL JOIH 1 Launch Supervisor Help by pressing 9 0 6 or the F906 memory button on your telephone 2 The display shows the ID of the agent who is requesting help Press YES to accept the agent request for help or press HO to escalate the request or press IHFO to view the agent name time and date of the request caller ID and caller name of the agent s call The display shows the ID of the agent you are helping 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 When the help session is complete press to end the session Call Center Telephone Administration Guide 162 Chapter 11 Monitoring call activity 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
180. use the Norstar Voice Mail interface Z nen 8 saved PLAY REC AGMIH 1 Press Jei Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 Press PLA or to listen to your messages For other options refer to the table Playing skillset mailbox messages Norstar Voice Mail on page 70 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 three seconds and resumes or Vv playing it lt lt lt Copy Sends a copy of the message to one or more mailboxes or Vv Vv If you record an introduction it must be longer than three seconds COPY End of 3 Goes to the end of the message Message Y gt gt gt gt gt gt Envelope Z Plays the information in the message envelope Envelope Vv Vv information includes the date and time the message was sent and if the message is internal the directory name of the sender Erase Deletes the message currently playing If no messages r Vv Vv are playing deletes the last message played Deleted messages remain in the skillset mailbox until the session ERASE ends Refer to Notes 1 and 2 on pa
181. using the Not Ready Feature Code For more information refer to Not Ready on page 20 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 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 presses the Operator key during a greeting step a transfer step or while listening to a mailbox greeting The attendant extension is optional If you do not assign an attendant extension the call is sent to the system attendant extension 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 You can choose a language prefer
182. verflow 2 3 4 The call overflows to skillsets 2 3 and 4 if the call is f 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 Call Center Telephone Administration Guide 122 Chapter 9 Intelligent Overflow Routing Log QUIT FETE OK Admin MBO AA OTHE Admin GLIST CCR cc CC Admin AGENT SEILL OTHE Skillset RETR QUIT OK SLaLus KKKKKEM CHHG HET Skill mbox Pswd RESET HEST Skillset Admin FARM AGENT OTHR Skillset Admin ROUTE OWFLW UNC Overflow rules ABD CHHG DEL 27 MODE DAY HIGHT 24HR 271 Method TIME WOAGHT BOTH 2r Timeout RETR DE Adding Overflow rules 1 10 11 12 13 Press 9 6 Enter the Call Center Administrator Mailbox number and password and then press OK Press OTHR Press CC Press SKILL Enter the number of the skillset you want to change and press OK The display shows whether the skillset is enabled or disabled You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue Press HET to continue Press OTHR Press OWFLU Press ABD The display shows the Overflow rule number Select whether you want the rule to apply to Day Night or 24 Hour mode Day is th
183. verflow rule this display does not appear N0025637 01 Chapter 9 Intelligent Overflow Routing 125 1 Ho agents CHAHGE HEST 1 info CHAHGE MORE HEST 1 Priority CHAHGE HEST Another rule VES HO 14 15 16 17 Press CHAHGE if you want to change the agent setting of the Overflow rule or press HEXT to continue The display shows additional information about the Overflow rule What appears depends on the parameters for the rule Press CHANGE to change the information displayed or press MORE to view more information about the rule or press HEXT to continue Press CHAHGE if you want to change the priority of the Overflow rule or press HEXT to continue If you do not have a priority setting configured this display does not appear Press Yes if you want to change or view another Overflow rule or press no to return to the Overflow rules display shown in step 11 or press to end the session Call Center Telephone Administration Guide 126 Chapter 9 Intelligent Overflow Routing Log QUIT RETRY OK Admin MBO AA OTHE Admin GLIST CCR cc CC Admin AGENT SEILL OTHE Skillset RETR QUIT OK SLaLus KKKKKEM CHHG HET Skill mbox Pswd RESET HEST Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OWFLW UNC Overflow rules ADD CHHG DEL Humber
184. verflow rules 0 000 e eee eens 124 Deleting Overflow rules s cscccesaceesnteeerbees ead er randi rniii ences 126 Chapter 10 Routing table administration 000 c eee 127 Setting Up DID routing 2 nccscinerigerdeneraeesre een ei e EEEE cede 127 Fee USO as cenarganeatehoad tan dahe spears Steeoeenace AE 128 About types of AOuInG Table steps iicoeea sek krireria krstna rr nkiwa 129 Adding a Greeting Siep ccrcisrrorier tebe nesi SESE neen rE nat 130 Greeting step parameters ananena ccc ae 130 Adding a Disiibute for Slop dain ens haw ds ohne SS eHen Sse ee CERES NERS RRA 134 Bddnga Golo SED 1 46 si devwiee ix Gad WnsadepAsadadebed sad oeetacabeeews 135 Adang MAUS SSS 2 eergrierirs inrer An AEE eA eee E 136 Adding a Disconnect Step 2a civetccdeeedeeeedeuteneveeseeaveveseeheuas 138 Example of a Day Routing Table ssisirisirtiridereri ieiki eu eis Haas CRs 139 Example of a Night Routing Table csccccscacesaotevder saane iinis nbs KES 143 Changho amp routing TANG ons6 cece ected ceded eee tekik ROEM eRE LS HRES GR OS 145 Reviewing Routing Table steps 2 20s seksi eed sew bee de eee eed aen 145 Megiving Routing Table Slope ccias sientadialeioetsiese dar cdaaie eae 146 Erasing a Routing Table cs vend shee dda ad bsGhe Cees heeds eee cy ehe ered 147 Setting the Service Modes for skillsets 00000 cece eee eee 148 Call Center Telephone Administration Guide 6 Contents Chapter 11 Monitoring call activity
185. w to enter characters et ee oe on the dialpad refer to Using the dialpad on page 16 HEX 9 The skillset name is displayed Bae HEAT Press HEXT COM 10 Enter the CDN of the skillset and press Ok RETRY Ok COM xx 11 Press HEXT CHHG HEST MWI exti xx 12 If you want to assign an MWI extension press CHHG CHHG HEST or if you do not want to assign an MWI extension press HEXT and go to step 15 Exte 13 Enter the extension of the telephone you want to use for MWI and RETRY Ok press OF Call Center Telephone Administration Guide 44 Chapter 5 Setting up skillsets MUI exti xx 14 Press HEST CHHG HET Methodi Least bus 15 Press CHG to change the method of call distribution to Preferred CHNG NEAT Prefer and press HEAT or press HET to accept the default of Longest idle Least busy Break 88 30 16 Press CHHG if you want to change the default Break time CHHG MEST or press MET to accept the default time 00 30 and go to step 19 Break mmss 17 Enter the Break time and press OK RETR ok This is a four digit field Add a zero to any single digit hour or minute Breaki xxIxx 18 Press HEST CHHG HEST Delay ans BAGG 19 Press CHHG to set up a Delay Answer time CHHG HEST or press HEXT and go to step 22 Delay ans mmss 20 Enter a Delay Answer time and press OK RETRY ok This is a four digit field A
186. wo line display telephone the system times out and ends the session This is a safety feature that prevents unauthorized use of the system For example if the system times out before you enter all the settings for a skillset you must use the procedures in Changing skillset properties on page 49 to finish setting up the skillset Call Center Telephone Administration Guide 16 Chapter 2 About Call Center telephone administration 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 BESF display button Numbers and letters on the dialpad ff 1 2 ABC2abc 8 DEF3def 4 GHI4ghi 6 JKL5jkI 6 MNO6mno Z PQRS7pqrs 6 TUV8tuv 9 WXYZ9wxyz Quit 0 QZ Zeroqz f Accepts the displayed letter and comma The display can show up to 16 characters Whether the prompt remains on the display depends on the type of prompt that is displayed Pswdi1111 This is an example of a display with fewer than 16
187. xtension for MWI and press Ok RETRY Ok MUI exti innr 16 Press HEST CHHG HEST Methodi xxx 17 Press CHHG to change the method of call distribution CHHG HEST or press HEST Break xik 18 Press CHHG to change the Break time CHHG HEST or press HEXT and go to step 21 Break mmss 19 Enter the Break time and press Ok RETRY ue This is a four digit field Add a zero to any single digit hour or minute Delay ansi xxIKx 20 Press CHNG to change the Delay Answer time CHHG HEST or press HEXT and go to step 24 Delas ans mmssi 21 Enter the Delay answer time and press OK RETRY ue This is a four digit field Add a zero to any single digit hour or minute Delay ansi xxIKx 22 Press HET CHHG HEST Atot Cxxxx 2 23 The display shows whether the skillset has an attendant extension CHHG HEST assigned Press CHHG to change the attendant extension or press HEXT and go to step 27 Ext 24 Enter the attendant extension RETRY QUIT Atdti xx 25 Press HEST CHHG HEST Prompt lang xxx 26 Press CHHG to change the prompt language CHHG HEST or press HEST N0025637 01 Chapter 5 Setting up skillsets 51 AC Enters OPT OPT PRMFT HET EWT sample 16 CHHG HET EWT allow incre CHHG HET EWT ICD hhimmiss CHHG HET Mol 24 hour CHHG HET Day starti hhmm RETR OK Day hhmm xxx RETR AM PH Hight start harm RETRY OK Hight hmm srx RETR AM PH

Nortel Networks Call Center Telephone User's Manual

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