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Avaya Multimedia Contact Center User's Manual

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1. MMCC Interface Files Manage the files of this interface To view a file right click the Download command and save it to your local computer Then open the file with the appropriate program Interface default File Commands AgentSetup html Download CallSetup html Download CallerSetup html Download LaunchAgent html Download LaunchMonitor html Download Msg html Download Msg txt Download Refresh html Download Refresh txt Download Close 8 To download a file right click the download link click Save As and save the file to your PC Note If you click the View Change for a customized interface you see a list of the customized files you uploaded to the BCM If you have not uploaded any files the folder is empty NN40040 300 Chapter 5 Multimedia Contact Center messages 67 Customizing web pages You or your web developer can customize web pages and upload them to Business Communications Manager You can customize the default Multimedia Contact Center web pages or create your own Note Do not directly edit web pages gt Note Do not change the location of the Multimedia Contact Center default files on BCM To customize web pages 1 Download the web page or web page list you want to customize to your computer Refer to Downloading web pages and viewing web page lists on page 65 Customize the file or list of files Upload the customized files to Busin
2. Send to FTP Wallboard IP View Client Digital Mobility Tools Digital Mobility Controller Remote Resgurce Digital Mobility Service Tool Directory Templates User ID Startup Profile Template Password PO Factory Default Programming Record User Applications Submit Reset 4 Use the Retrieve Log Files tool to retrieve log files You can transfer files to your PC a USB memory card or to an external resource such as an FTP server For more information on managing viewing downloading and transferring log files see the section on managing log files in the BCM Administration Guide Multimedia Contact Center Setup and Operation Guide 78 Chapter 6 Logs NN40040 300 Index 79 Index A Adding multiple agents to Contact Center 50 Agent adding multiple agents to Contact Center 50 server settings 55 software installing 51 Agents adding to Contact Center 47 enabling 47 Announcements Contact Center 64 recording 64 Bookmarks creating and distributing 73 exporting 73 Busy phone line message 62 C Call failed message 63 Call preferences incorrectly formatted message 61 Call types agent centric 7 14 23 caller centric 7 14 voice and data 7 14 Caller preferences Call setup page 10 CallPilot Manager browser requirements 17 computer requirements 17 system requirements 17 Choose how to connect message 61 Connected message 63 copyright 2 D Dial plan abou
3. Multimedia Contact Center Setup and Operation Guide BCM50 2 0 Contact Center Document Status Standard Document Number NN40040 300 Document Version 01 02 Date January 2007 NORTEL Copyright 2005 2006 Nortel Networks All Rights Reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Contents Chapter 1 Geting Started cscstcsiessvecnieniesicsipics sess ceinecnicnnces 5 About THIS guide ccc ccc sce cee RS deere eee oe Re OER ii EERE EEE ETRE EOE RD 5 a e e E ea bid a dees eae pn E TE I E O E E T TE 5 AGONIME e reisori sykas berris trekir ebicsReRe EN e rena S 5 Symbols and text Convenlione 6cisiigisdedesd ireke rKun i EENE RERA 6 Related pubas 2p ceccyacecneeGeadeceeieeeeeeee tkeea ENEAS REEESR 7 Chapter 2 Multimedia Contact Center overvieW 000e cece ee eee eee 9 How Multim
4. The default restriction filter is 00 For more information on programming dialing plans and filters see the BCM Networking Configuration Guide 8 Do not log off Go to Setting the maximum number of outcalling channels on page 41 NN40040 300 Chapter 3 Setting up Multimedia Contact Center 41 Setting the maximum number of outcalling channels When you install Multimedia Contact Center on your system set the Maximum Outcalling Channels to a value higher than 1 The default number of voice channels assigned for outcalling is 1 Also to ensure that the Outcalling Channels do not consume all the available voice channels set the Outcalling Channels to a number lower than the minimum number of voice ports For information on how to change the minimum number of voice ports see the BCM Networking Configuration Guide If you do not set the Maximum Outcalling Channels to higher than one callers see the Lines busy message Multimedia Contact Center Setup and Operation Guide 42 Chapter 3 Setting up Multimedia Contact Center To set the maximum number of outcalling channels 1 From CallPilot Manager Main Menu page click Configuration To launch CallPilot Manager see Setting Multimedia Contact Center parameters on page 20 2 Click System Properties The System Properties page appears NORTEL Help System Properties Voice Mail Version Max Outcalling Channels Enable Voice Mail Enable Group List En
5. Before you use CallPilot Manager to set up Multimedia Contact Center you must have your Business Communications Manager BCM system configured and the BCM software installed To enable a keycode see Enabling Multimedia Contact Center on page 20 Computer requirements The computer you use to run CallPilot Manager must have e Windows 2000 Professional SP4 or Windows XP Professional SP2 e 64 MB RAM and 10 MB disk space e minimum screen resolution of 1024 by 768 pixels e all power saving settings on the PC removed or disabled Browser requirements To use CallPilot Manager you must have e Java Runtime Environment version 1 5 0 or higher you can download the latest version of JRE from the Java web site e either Microsoft Internet Explorer 5 01 or later or Netscape Communicator 4 8 6 1x 6 2x and 7 x If you use Netscape Communicator set the following parameters e Enable Java on e Cached document comparison every time If you use Microsoft Internet Explorer set the following parameters e Check for newer versions every visit to the page e Java JIT compiler enabled on If you use Microsoft Internet Explorer 7 0 set these additional parameters e Add lt bcmip gt to the trusted site list e Allow phishing for lt bcmip gt For more information about these settings see your web browser online Help For more information about using CallPilot Manager or Nortel Contact Center see the CallPilot Manager Set
6. Chapter 3 Setting up Multimedia Contact Center 35 7 From the Line Pools list select a line pool for example Pool A 10 Task Navigation Panel Configuration Administration e Welcome system Administrator Access y Hesources pplication Resources Media Gateways Hort Ranges elephony Resources LA Up Intertaces y lelephony D Global Settings sets Active sets Active Application active DNs e Lines Loops C Scheduled services iy Pasting Flan veneral DNS Public Network o Private Network Line Fools Nouting fing Groups a Call securty Hosptaity HUN Groups Cal betal Recording jy Data Services a Sq Applications v gt All DHs ee Line Access Capabilities and Preferences Restrictions DN Model Name Port Pub OLI Priv OLI Fwd No Answer Fwd Delay Fwd Busy Fwd All Hii i as 223 223 N A 223 172087208 0403 223 las T 7208M7208 224 0404 224 224 N A 225 T7208M7208 225 0405 225 225 N A 226 T7208M7208 226 0406 226 226 N A 227 T7208M7208 227 0407 227 227 N A Open the Dialing Plan folder Click Line Pools The Dialing Plan Line Pool panel opens In the Line Pools table select the line pool you selected in step 7 The Details for Pool panel appears below the Dialing Pool Line Pool panel Multimedia Contact Center Setup and Operation Guide 36 Chapter 3 Setting up Multimedia Contact Center 11 Inthe Access
7. Click Customize MMCC Files The Customize MMCC window opens Customize MMCC Manage interfaces and their customized files Interface Commands default View media ViewsChange Spanish View Change Delete ABCComputer View Change Delete 7 Click View Change in the command column of the interface to which you want to upload or view files In this example View Change was clicked for the customized interface named Spanish Note If you click the View Change for a customized interface you see a list of the customized files you uploaded to the BCM If you have not uploaded any files the folder is empty The MMCC Interface files page opens MMCC Interface Files Manage the files of this interface To view a file right click the Download command and save it to your local computer Then open the file with the appropriate program Interface Spanish File Commands NN40040 300 Chapter 5 Multimedia Contact Center messages 71 8 Click Add The Add Customized File window opens Add Customized File Upload a customized MMCC file to this interface When uploading a new file which has the same name as an existing interface file the existing file will be replaced with the new file Interface Spanish File Name AgentSetup html x From Local File C Browse Submit Cancel Note Before you upload any file ensure the file extensions in the File Name drop down list and the From Local
8. Code column of the Line Pools table type an access code for example 9 for the line pool you selected e Scheduled Services Dialing Plan o General o DNS o Public Network 12 Inthe DNs with Access to Line Pool list verify that your DN is included 13 Expand the Telephony folder 14 Expand the Lines folder 15 Click All Lines The All Lines panel opens NN40040 300 Chapter 3 Setting up Multimedia Contact Center 37 16 In the All Lines table select the number of the access code you assigned to your line pool in step 11 1ask Navigation raner Configuration Administration a elephony Kesources Vial Up intertaces lelephony Dy Siobal Settings sets Active sets Active Application active DNs fons a ytines Active Physical Lit Active Volt Lines larget Lines active Lines e Loops o Scheduled services g amp Pang Han General o DNs o Public Network Mivate Network ine Hanis All Lines Control Set Priv Received Distinct Ring Prime Set Pub Received Pool BlocA 221 Line005 221 Pool BlocA Line006 221 LineOO 221 Pool BlocA 221 Line008 221 Line010 221 Pool BlocA 221 1 Pool BlocA 22 Line011 221 Pool BlocA 221 Details for Line 009 eas Restrictions Multimedia Contact Center Setup and Operation Guide 38 Chapter 3 Setting up Multimedia Contact Center 17 On the Line Type tab
9. Destination Codes Second Dial Tone Destination Codes Alternate Routes Schedule First Route Absorbed Length Second Route Absorbed Length Third Route Absorbed Length Sched 6 All All All ched 5 All All All Sched 4 All All All Night All All All Lunch All All All All All All 23 View the public DN length This is the number of digits after the prefix that the agents can dial a Inthe Telephony folder expand the Dialing Plan folder b Click Public Network The Dialing Plan Public Network panel opens c Inthe Public Network DN Lengths table select a DN prefix d Inthe DN Length column view the DN length If you must change a DN length see the BCM Networking Configuration Guide 24 Log off Element Manager Go to Creating a Multimedia Contact Center dial plan on page 39 Multimedia Contact Center Setup and Operation Guide 34 Chapter 3 Setting up Multimedia Contact Center Assigning an outgoing line to a line pool You must assign an outgoing line to a line pool so that Multimedia Contact Center accepts callback calls In this example a line is assigned to Pool A Note You do not need to do this procedure if you use PRI lines gt To assign an outgoing line to a line pool 1 Ona telset enter Feature 985 to display the Voicemail DN The DN number appears on the telset screen 2 In Element Manager from the Configuration tab in the Task Navigation Panel expand the Teleph
10. Up and Operation Guide and the Contact Center Set Up and Operation Guide Multimedia Contact Center Setup and Operation Guide 18 Chapter 2 Multimedia Contact Center overview NN40040 300 19 Chapter 3 Setting up Multimedia Contact Center Setting up Multimedia Contact Center involves Creating a user account for Multimedia Contact Center Enabling Multimedia Contact Center Setting Multimedia Contact Center parameters Assigning routing to Multimedia Contact Center calls Routing tables Routing Multimedia Contact Center calls using the CLID DNIS Routing table Assigning a callback route for Multimedia Contact Center Configuring outdialing using PRI lines Assigning an outgoing line to a line pool Creating a Multimedia Contact Center dial plan Example of a dial plan that restricts calls based on their country Setting the maximum number of outcalling channels Configuring the Dialing Translation Table Creating a user account for Multimedia Contact Center In Element Manager you can create user accounts that allow several people to have access to Multimedia Contact Center settings A user account allows users to access their own information but not anyone else s For example if you have a web developer who creates custom web pages for your business you can create a user account for them This gives them their own user ID and password that gives them access to certain tasks for example downloading and uploading web pa
11. browser calls that do not match the three previous rules are routed to Skillset 2 9 Do not log off CallPilot Manager Go to Assigning a callback route for Multimedia Contact Center on page 27 and assign a callback route NN40040 300 Chapter 3 Setting up Multimedia Contact Center 27 Assigning a callback route for Multimedia Contact Center A callback route must be set up for Contact Center to connect to the caller s phone You can program the callback route for each skillset by programming the skillset mailbox or across the entire system by using the system administration mailbox The callback route is determined as follows e Ifyou program a skillset to have a callback route associated with it Multimedia Contact Center uses the callback route that you have programmed e If you do not program a skillset to have a callback route but you program the system administration mailbox to have a callback route associated with it Multimedia Contact Center uses the callback route that you have programmed e If you do not program a skillset or the system administrator mailbox to have a callback route Multimedia Contact Center uses Pool A To assign a callback route for a skillset or the system administrator mailbox 1 On CallPilot Manager click the Mailbox Administration heading The Mailbox List page appears Mailbox List Number Type GENERAL_DELIVERY MB 100 General Delivery Change Activity Reset Password SYSTEM_MANAGE
12. caller interface is launched in a new browser window on the caller s PC Note While the caller is waiting web refreshed HTML pages appear in their browser These pages correspond to the announcement callers hear on a PSTN voice call A new web page can be sent by an agent for every Contact Center announcement along with information such as the number of agents in the skillset and the number of calls in the skillset For a full list of CGI parameters see the Multimedia Contact Center Web Developer Guide Note Because the Multimedia Contact Center application is real time response product agents must remove or disable any power saving settings that can affect the response time of the agent to the caller 3 When a Multimedia Contact Center agent is available the Multimedia Contact Center agent interface is launched in a new browser window on the agent s PC see Multimedia Contact Center agent interface on page 13 The agent and caller web pages are synchronized 4 The agent pushes appropriate web pages to the caller The agent can have a text chat session with the caller Requirements for using CallPilot Manager to set up Multimedia Contact Center You set up Multimedia Contact Center using CallPilot Manager the web based administration tool You access CallPilot Manager with a web browser from a computer on your network NN40040 300 Chapter 2 Multimedia Contact Center overview 17 System requirements
13. click the Line Type A drop down list opens All Lines Line Control Set Line Type Pub Received Priv Received Distinct Ring 005 VolP Line005 221 Pool BlocA 221 NWA NIA None lad 006 VolP Line006 221 Pool BlocA 221 NIA NIA None J 007 VolP Line007 221 Pool BlocA 221 N A N A None 008 VoIP Line008 221 Pool BlocA 221 N A NIA None eee a ee 010 VoIP LineO10 221 Pool BlocA 221 NIA NIA None N A None VoIP LineO11 221 011 Details for Line 009 Preferences Restrictions 18 From the Line Type drop down list select the pool you chose for your DN 19 Do not log off Go to Creating a Multimedia Contact Center dial plan on page 39 NN40040 300 Chapter 3 Setting up Multimedia Contact Center 39 Creating a Multimedia Contact Center dial plan You can create a callback dial plan that restricts Multimedia Contact Center from calling certain numbers When you create a dial plan you add restrictions to the DNs that BCM uses for callback These restrictions limit the calls that Multimedia Contact Center accepts for example you can create a restriction that limits calls to local calls from your service area You can add restrictions to skillset and the Voicemail DNs You can display DNs by entering Feature 985 on a set Note If you add a restriction to the Voicemail DN you also restrict all outcalling calls including external transfers from CCR Trees Off premise Message N
14. com Msn E Done tarle e mmm eres Multimedia Contact Center Setup and Operation Guide 14 Chapter 2 Multimedia Contact Center overview Multimedia Contact Center call types Callers with a PSTN voice connection and a data connection and callers with only a data connection can have a multimedia session with a Multimedia Contact Center agent Phone and browser calls Phone and browser calls PSTN voice and data are routed by Contact Center to agents After a caller clicks the Multimedia Contact Center icon the Contact Center Agent centric call phones the caller when an agent is available The Contact Center then connects the call to the agent How phone and browser calls are routed to agents For this type of call the caller has a separate PSTN voice and Internet connection and is not using the telephone 1 The caller clicks the Multimedia Contact Center icon on a web page Clickyon this icon to start a web Browser and Phone session The Multimedia Contact Center Preferences and Connection page appears Note If cookies are enabled preferences from the caller s previous call if any appear in the page 2 The caller completes the set up procedure The caller a verifies that their version of Sun Java Runtime Environment is the most recent version 1 5 0 or higher and downloads the most recent version if theirs is not b enters their full name c selects the By Phone and Browser
15. configuring Multimedia Contact Center for Nortel Business Communications Manager BCM Audience This guide is intended for people who install and configure the Multimedia Contact Center application This guide assumes that you are familiar with using Element Manager and CallPilot Manager For more information see the BCM Administration Guide and the CallPilot Manager Set Up and Operations Guide Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description BCM Business Communications Manager CLID Calling line identifier DNIS Dialed number identification service ERC Express routing code PSTN Public switched telephone network Multimedia Contact Center Setup and Operation Guide 6 Chapter 1 Getting started Symbols and text conventions These symbols are used to highlight critical information for the BCM system Caution Alerts you to conditions where you can damage the equipment Danger Alerts you to conditions where you can get an electrical shock A Warning Alerts you to conditions where you can cause the system to fail or work improperly Note Alerts you to important information Tip Alerts you to additional information that can help you perform a task These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word in a spe
16. display the page by clicking on the appropriate button in their browser display the next page for example the Next button Multimedia Contact Center Setup and Operation Guide 58 Chapter 4 Multimedia Contact Center agents NN40040 300 59 Chapter 5 Multimedia Contact Center messages Multimedia Contact Center messages are messages that are sent from a business web site to callers customers contacts or surfers who have contacted the business These messages assist customers in making contact with the business give customers choices in the type of media they use to contact the business and provide updates about the progress of their call You or your web developer can e customize the default Multimedia Contact Center message templates e create lists of web pages that Multimedia Contact Center agents push to callers e create interfaces which are sets of web pages specific to topics such as sales and service department or languages such as French Spanish and German For information about e default Multimedia Contact Center messages see Status and error messages on page 60 e downloading message templates see Downloading web pages and viewing web page lists on page 65 e customizing messages see Customizing web pages on page 67 e uploading web pages see Uploading or deleting web pages on page 69 e creating and distributing lists of web pages see Creating and distributing web page
17. lines for outdialing select Route as the outdial type Ask your system administrator what the PRI routing code is If you use PRI lines you must also a make sure the routing table is set up correctly Refer to Configuring outdialing using PRI lines b create whatever calling restrictions you need including the routing code Refer to Creating a Multimedia Contact Center dial plan on page 39 c configure the Dialing Translation Table Refer to Configuring the Dialing Translation Table on page 43 Click Submit Do not log off If you use PRI lines go to Configuring outdialing using PRI lines on page 29 If you use a line pool go to Assigning an outgoing line to a line pool on page 34 Configuring outdialing using PRI lines If you use Primary Rate Interface PRD lines you must configure the outdialing for your Contact Center If you don t go to Assigning an outgoing line to a line pool on page 34 To configure outdialing using PRI lines 1 Launch and log on to Element Manager The Element Manager opens Expand the Resources folder Click Telephony Resources The Telephony Resources panel opens In the Modules table select the module number of your PRI The Details for Module panel opens below the Modules table In the Modules table go to the Low column and record the line number assignment for example 65 You need this number for step 7 Note Make sure the protocol shown i
18. lists on page 73 e creating custom interfaces see Adding MMCC interfaces on page 68 Multimedia Contact Center Setup and Operation Guide 60 Chapter 5 Multimedia Contact Center messages Status and error messages During a call a caller can see one or more of the following status and error messages Multimedia Contact Center displays these messages by creating an instance of the HTML template file called MSG html Multimedia Contact Center unavailable message Callers see this message if they click the Multimedia Contact Center icon while Business Communications Manager is not operational Multimedia Contact Center Message Nortel Multimedia Contact Center We re sorry but Multimedia Contact Center could not complete your call at this time The Multimedia Contact Center server is not responding Possibly the system is down for maintenance or there is a network problem Please try again later No agents logged on message Callers see this message if there are no Multimedia Contact Center agents logged on NN40040 300 Multimedia Contact Center Message Nortel Multimedia Contact Center Sorry your call could not be completed There are no agents available to take your call at this tune Please try again later Chapter 5 Multimedia Contact Center messages 61 Bad calling preferences message Callers see this message if the phone number they enter in the call setup page is improperly format
19. pool 0 00 c eee 34 Creating a Multimedia Contact Center dial plan 00 0c eee eee eee 39 Example of a dial plan that restricts calls based on their country 39 Setting the maximum number of outcalling channels 0000020 0a 41 Configuring the Dialing Translation Table 2 0 00 43 Chapter 4 Multimedia Contact Center agentS 00 cee eee eee eee 47 Enabling Multimedia Contact Center agents 0 000 cee eee 47 Adding Multimedia Contact Center agents to Contact Center 47 Adding mors hal ONE agent t saad ehew dee cGeen se eenst Eben wane needs Ra 50 Multimedia Contact Center Setup and Operation Guide 4 Contents Installing Multimedia Contact Center software on an agent s computer 51 Requirements for agents using Multimedia Contact Center 51 Configuring an agent s server settings 2 0 0 0 cece cece eee nes 55 Configuring an Agent S NAME sick cee ees aE Wed E ERES abe A ews 56 Usma Folow me DOWSNO 2005461 abre ies tiitt rauna STAEN E Ara ETA Chapter 5 Multimedia Contact Center messages assnnsnnnnnnnnnnnnn 59 Status and rror Messages 2 cos debs awed ciwes iaia iea deked 60 Multimedia Contact Center unavailable message 000e0eeaee 60 No agents logged on message 000 annaran aa 60 Bad calling preferences message 0 000 cece eee ees 61 Choose how to connect mess
20. radio button a PSTN voice call with co browsing and text chat with an agent d enters their phone number with area code in the phone number field NN40040 300 Chapter 2 Multimedia Contact Center overview 15 e clicks Connect The Caller Setup confirmation page appears f clicks the link Click here to connect to an agent using Multimedia Contact Center A request for an agent is sent over the IP network to the Contact Center The Multimedia Contact Center caller interface is launched in a new browser window on the caller s PC Note While the caller is waiting web refreshed HTML pages appear in their gt browser These pages correspond to the announcements callers hear on a PSTN voice call A new web page can be pushed for every Contact Center announcement Note Because the Multimedia Contact Center application is real time response product agents must remove or disable any power saving settings that can affect the response time of the agent to the caller 3 When a Multimedia Contact Center agent becomes available the caller s phone rings 4 The caller answers the call 5 The Contact Center routes the phone PSTN voice portion of the call to the Multimedia Contact Center agent The agent s set rings and displays www ss where ss skillset number to signify that the call is a multimedia call 6 The agent answers the call on their set and the agent s and the caller s audio path are connected
21. the Connect button the following confirmation page displays Multimedia Contact Center Click here to connect to an agent using Multimedia Contact Center If you chose to connect by Phone and Browser your phone should ring after clicking the above link completing the call to the destination you selected If you chose to connect by Browser Only your Internet session will begin after clicking the above link If your phone is does not ning please try your call again After the caller clicks the link Click here to connect to an agent using Multimedia Contact Center the multimedia call enters the Contact Center Based on the rules created by the Contact Center administrator the request for an agent is sent to the appropriate skillset If an agent is not immediately available the caller can receive periodic HTML messages web refresh The Contact Center administrator programs these messages The messages can thank callers for their interest inform them that there are no agents currently available and tell them that they will be connected to the first available agent When the call is answered by an agent the Multimedia Contact Center caller interface appears in the caller s web browser see Multimedia Contact Center caller interface on page 12 Multimedia Contact Center Setup and Operation Guide 12 Chapter 2 Multimedia Contact Center overview Multimedia Contact Center caller interface The caller interf
22. you must set the firewall or proxy server TCP ports 443 and 4200 to forward inbound traffic to the BCM For more information on how to set inbound filters see the documentation for your firewall or proxy server If you have a BCM firewall see the Networking Configuration Guide To set the Multimedia Contact Center public host name 1 Launch and log on to Element Manager The Element Manager opens with the Configuration tab selected in the Task Navigation Panel 2 Expand the Applications folder NN40040 300 Chapter 3 Setting up Multimedia Contact Center 21 3 Click Voice Messaging Contact Center The Voice Messaging Contact Center panel appears Task Navigation Panel Configuration Adiristration Voice Messaging Contact Center elcome Centralized Voice Messaging system Voice Message Centers Administrator Access Resources Center External Number Message Waiting Indication String Message Waiting Cancellation String lelephony BoM Sanam pa Soi ano Data services 1 AN 1 AN O Application 7 2 AN AN O e 3 Music 3 AN AN O 4 ANA AN O 5 AN AN O Local Voice Messaging Contact Cel aunch CallPilot Manager 4 Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens NORTEL Main Logout Help Main Menu Mailbox Administration dd Mailbox Change Delete Mailbox Group List Administration System Properties O
23. 100 Multimedia Contact Center Setup and Operation Guide 8 Chapter 1 Getting started How to get Help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site http www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to e download software documentation and product bulletins e search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues e sign up for automatic notification of new software and documentation for Nortel equipment e open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you don t find the information you require on the Nortel Technical Support Web site and have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain the phone number for your region http www nortel com callus Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can use an Express Routing Code ERC to quickly route your call to a speciali
24. Click Dialing Translation Table The Dialing Translation Table page opens NORTEL Main Logout Help Dialing Translation Table Mailbox Administration Auto Attendant Custom Call Routing Networking Contact Center Configuration System Properties Dialing Translation Properties Dialing Translation Table Switch Properties Fax Properties Operations 3 Click Add The Dialing Translation Setup page appears NORTEL Main Logout Help Dialing Translation Setup Input Value Output Value Cancel 4 Inthe Input Value field enter the number you want to translate NN40040 300 Chapter 3 Setting up Multimedia Contact Center 45 In the Output Value field enter the value to which you want to translate the number In this example the number 4 is translated to 84 This means that when a Multimedia Contact Center callers enters a number that starts with 4 Contact Center automatically adds the prefix 8 Click Submit Multimedia Contact Center Setup and Operation Guide 46 Chapter 3 Setting up Multimedia Contact Center NN40040 300 47 Chapter 4 Multimedia Contact Center agents Setting up Multimedia Contact Center agents involves Enabling Multimedia Contact Center agents Adding Multimedia Contact Center agents to Contact Center Adding more than one agent Installing Multimedia Contact Center software on an agent s computer
25. Configuring an agent s server settings Configuring an agent s name Enabling Multimedia Contact Center agents With the Nortel Multimedia Contact Center keycode you can enable all your Contact Center agents as Multimedia Contact Center agents If you need more agents you can purchase additional agent keycodes that enable an additional 1 4 8 16 or 32 agents To enable Multimedia Contact Center agents 1 Complete the steps in Enabling Multimedia Contact Center on page 20 to apply the Contact Center Agent keycode for the number of agents you want to enable Do not log off Business Communications Manager Follow the steps in Adding Multimedia Contact Center agents to Contact Center to add Multimedia Contact Center agents to Contact Center Adding Multimedia Contact Center agents to Contact Center To add a Multimedia Contact Center agent 1 Launch and log on to Element Manager The Element Manager opens with the Configuration tab selected in the Task Navigation Panel Expand the Applications folder Click Voice Messaging Contact Center The Voice Messaging Contact Center panel appears Multimedia Contact Center Setup and Operation Guide 48 Chapter 4 Multimedia Contact Center agents 4 Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens 5 Click Contact Center The Contact Center page opens NORTEL Main Logout Help Contact Center Please choose a Contact Cen
26. File field match exactly 9 To upload files a From the File Name drop down list select the file you want to customize b Inthe From Local File field enter the path of the file or click Browse to browse your PC for the file The path of the file you selected appears in the field Note If you upload a media file use the relative path ivb media to see uploaded media files For example if you upload the file logo jpg to the media interface in a custom HTML file reference the file by including a tag such as lt IMG SRC ivb media logo jpg gt c Click Submit To delete files a From the MMCC Customize Files page find the file you want to remove and click Remove in the commands column The file is deleted from the list Multimedia Contact Center Setup and Operation Guide 72 Chapter 5 Multimedia Contact Center messages To upload a media file To upload a customized file for the media interface complete this procedure 1 From the CallPilot Manager Main Menu Web page click the Contact Center heading The Contact Center page opens Click Customize MMCC Files The Customize MMCC window opens Customize MMCC Manage interfaces and their customized files Interface Commands default View media View s Change Spanish View Change Delete ABCComputer View Change Delete Click View Change in the command column of the media interface The MMCC Interface Files window opens Cli
27. Please make sure you have Sun Java Runtime Environment 1 5 0 or a higher version installed Click here to test your current Sun Java version Click here to download the latest version Please complete the following information GHCaISeupDa required How would you like to connect Please select one By Phone and Browser Voice connection and Text Chat with an agent a Enter your phone If you have a separate free phone line you can number receive the Voice portion of the session while 2 ae conducting the Browser portion of the session including area code over your Internet connection l CallSetupDatal b Click the Connect Note there are no long distance charges button By Browser Only Text Chat with an agent a Click the Connect If you only wish to connect via text chat button When you are ready click Connect Note After you click Connect do not click the Refresh Reioad icon or press F3 NN40040 300 Chapter 2 Multimedia Contact Center overview 11 In the call setup page callers specify their calling preferences Callers can access the media types based on their needs and resources Callers with separate data and PSTN voice lines can have a PSTN voice call while they view receive or even send web pages to agents For information on Multimedia Contact Center call types see Multimedia Contact Center call types on page 14 After a caller specifies their preferences by clicking
28. Preferences Restrictions STO ACCESS Sy Resources z e Application Kesources DN Model Name Set Lock Allow Last Number Allow Saved Number Allow Link eet 227 1T7208M7208 221 None Por Ranges me acess ic M A Vial Up Intertaces 223 172087208 223 None T F 7 gp anony 224 172087208 224 None a amp y Siobal settings uM v od Feature Settings T 208M7 208 225 None a y 7 dvanced Feature 226 T 208M7208 226 None cd F a Gr ermal Feeturg 227 172087208 227 None a o DMC Feature List System Speed Dia 228 T7208M7208 228 None rd 7 z e e CAP Assignment 229 T7208M7208 229 None mw irl mw sets sa ORY P Aive Sets Active Application active DNs Details for DN 222 AN DNS a guines aaa tive Physical Lir Set Restrictions Line Set Restrictions Active Volt Lines larget Lines Restrictions active Lines Lnes Schedule Use Filter Loops al Scheduled Services mee 02 Dialing Flan Night 44 fing Groups s Sf Call Security Evening 12 Hosptaity B HUN Groups v Lunch 13 i i 4 Click the Restrictions tab 5 Select the DN for which you want to set a restriction The Details for DN panel appears below the All DNs panel 6 Select the Set Restrictions tab 7 Inthe Restrictions table select the schedule you want to restrict and enter the appropriate filter code in the Use Filter column
29. R MB 102 Administrator Change Activity Reset Password Skillset 1 450 Subscriber Change Activity Reset Password Skillset 2 451 Subscriber Change Activity Reset Password 2 Click the Change link for the mailbox to which you want to assign a callback route either the system administrator mailbox or the skillset mailbox Multimedia Contact Center Setup and Operation Guide 28 Chapter 3 Setting up Multimedia Contact Center The window opens showing the properties of the mailbox you selected Subscriber Mailbox 450 Extension 450 Last Name Skillset 1 First Name Class of Service 1 amp Display In Directory v Enable Message Waiting V Enable Auto Login F Spoken Name Not Recorded Outdial Type None v Line Pool Alternate Ext 1 Alternate Ext 2 Alternate Ext 3 Alternate Ext 4 Alternate Ext 5 Enable Call Screening Express Messaging Line C Fax Only Enable Mailbox Restrictions Page Type 3 Select an Outdial Type from the drop down list If you are not sure of which outdial type to select ask your system administrator e Ifyou select Pool enter a number between 1 for Pool A and 15 for Pool O Make sure that this pool has lines assigned to it Refer to Assigning an outgoing line to a line pool on page 34 NN40040 300 Chapter 3 Setting up Multimedia Contact Center 29 e If your system uses Primary Rate Interface PRD
30. able Trivial Password Checking Group List Leading Digit Minimum message length Enable External Initialization Make Directory Available Enable General Delivery Mailbox Enable Redirect DN Enable Network Transfers Fnahle Rilinaual 41 00 24 22 3977737 000 500 3000 milliseconds M Vv r This item is used for the Centralized Voice Mail feature only r r 3 Inthe Max Outcalling Channels field type a value higher than 1 4 Click Submit Do not log off CallPilot Manager Go to Configuring the Dialing Translation Table on page 43 NN40040 300 Chapter 3 Setting up Multimedia Contact Center 43 Configuring the Dialing Translation Table If your outdialing type is Route configure the Dialing Translation Table to add your routing prefix to the callback numbers To configure the Dialing Translation Table 1 From the CallPilot Manager Main Menu page click Configuration The Configuration page opens NORTEL Main Logout Help s Configuration Mailbox Administration Please choose a configuration option Auto Attendant Custom Call Routing Networking Contact Center Reports Configuration System Properties Dialing Translation Properties Dialing Translation Table Switch Properties Fax Properties Operations Multimedia Contact Center Setup and Operation Guide 44 Chapter 3 Setting up Multimedia Contact Center 2
31. ace has one window that lets the caller control the progress of the call and to send web pages to the agent Click Send to send a web page to the agent Text messages sent between the caller and the agent appear here Type a message and click send to chat with the agent Pe Chat Send E Call Status Calling agent s phone E Internet View the status of your call How Multimedia Contact Center works for agents Depending on the call preferences the caller has requested in the call setup page the agent can have a browser only or a phone and browser call with the caller The agent can use follow me browsing to show the caller a sequence of web pages The agent can also send pages or screen captures or have a text chat with the caller For a phone and browser call the agent must answer the phone and then the agent interface and browser window appear on the agent s computer For a browser only call the agent interface and browser window appear immediately so the agent cannot decline this type of call The agent s browser window shows the web page that the caller originally clicked to start the Multimedia Contact Center call NN40040 300 Chapter 2 Multimedia Contact Center overview 13 Multimedia Contact Center agent interface The Multimedia Contact Center agent interface has two windows The first window lets an agent control the progress of the call The second window displays t
32. ad the file Refer to Uploading or deleting web pages on page 69 Overview of uploading Spanish language status and error messages 1 Download the Msg html and Msg txt template files from Business Communications Manager to your desktop and customize them Refer to Downloading web pages and viewing web page lists on page 65 Upload the files using the procedure in Uploading or deleting web pages on page 69 a Click the Spanish link b Click Add c From the list of customizable file names select the Msg html file d Click Add File Adding MMCC interfaces You can create a new interface to help manage your customized files To create the interface enter a new interface name The new interface name must contain only alpha numeric characters and has a maximum length of 16 characters After you add the new interface name you can add customized files to your new interface You can also delete files from the customized interface The entire interface including all the customized files can be deleted by clicking the Delete link To add the MMCC interface 1 Launch and log on to Element Manager The Element Manager opens with the Configuration tab selected in the Task Navigation Panel Expand the Applications folder Click Voice Messaging Contact Center The Voice Messaging Contact Center panel appears Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens Click Contact Center The Conta
33. age 0 0 cece 61 Session completed message 2 ccc eee eee 62 User busy MESSAGE c 42 0 eeu bebe dee HSER EN SHOE LG GEES Ski CRORE ROE 62 Lines BUSY MGSSAQE 20 2 cre ecicee read ei eee Sends Pee Deedee ee ed owme 62 Make call failed MeSSagS 1G bcd acdc tony sega sadr t edn Peer bbeee eens 63 NG answer MOSSagO sxc d ccotanddng deal eee ek se Koee Rene Keane dees we ads 63 Connected MESSAGE oriniai oaii aaa ia a a UEa oa heehee ek he ok od 63 Call transferred message nuan anana a eee 64 Web TENNESSE BUS scck erin nes Sees ARR Dem hehe Rees AEE 64 Recording Multimedia Contact Center announcements 0000000es 64 Downloading web pages and viewing web page lists 00 ee eee 65 C stomizing WED PAES coed cee Aha ake eo koe Eads A eee ek Ge HS 67 Downloading customizing and uploading pages e cee eee 67 Overviews of downloading customizing and uploading pages 67 Adding MMGC interfaces v ctccaes acces edates beavegeancdasevedateads 68 Uploading or deleting web Pages 4 2 ccc ccn Gece ee ddgbe Dhaai ee de we 69 Creating and distributing web page lists 00000 cee eee 73 Chapter 6 Eo ere r rere rer Tere rer Terr TTT rer a Teer ere Tee eee ee 75 MiGWIND IO MoS eristas deed S sen eieasededaanadedradesanaedentedeaewks 79 NN40040 300 Chapter 1 Getting started About this guide This guide assists a Contact Center administrator with installing and
34. age 60 63 Session completed message 62 Software code 20 Supervisor status assigning 50 51 T trademarks 2 U User busy message 62 W Web page lists about 73 creating and distributing 73 NN40040 300 Index 81 deleting 73 downloading 65 exporting 73 naming 73 uploading 69 viewing 65 Web pages customization example 67 customizing 67 Web refresh message 64 Multimedia Contact Center Setup and Operation Guide 82 Index NN40040 300
35. and the agent and caller s web pages are synchronized The Multimedia Contact Center agent interface is launched in a new browser window on the agent s PC 7 The agent sends appropriate web pages to the caller The agent can have a text chat session with the caller Browser only calls For this type of call the caller needs an Internet connection A browser only call data only call can include text chat and web pages that the agent sends to the caller How a browser only call works 1 The caller clicks the Multimedia Contact Center icon on a web page C Click on this icon to start a web Browser only session Multimedia Contact Center Setup and Operation Guide 16 Chapter 2 Multimedia Contact Center overview The call setup page appears Note If cookies are enabled preferences from the caller s previous call if any appear in the page 2 The caller completes the set up procedure The caller a verifies that their version of Sun Java Runtime Environment is the most recent version 1 5 0 or higher and downloads the most recent version if theirs is not enters their full name selects the By Browser Only radio button co browsing and text chat with an agent clicks Connect The Caller Setup confirmation page appears Clicks the link Click here to connect to an agent using Multimedia Contact Center A request for an agent is sent over the IP network to the Contact Center The Multimedia Contact Center
36. apter 5 Multimedia Contact Center messages 65 Downloading web pages and viewing web page lists To customize a Multimedia Contact Center page download it to your computer customize it and then upload it to Business Communications Manager You can also view the lists of Multimedia Contact Center files that are on your system To download web pages or view lists of pages 1 Launch and log on to Element Manager The Element Manager opens with the Configuration tab selected in the Task Navigation Panel 2 Expand the Applications folder 3 Click Voice Messaging Contact Center The Voice Messaging Contact Center panel appears 4 Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens 5 Click Contact Center The Contact Center page opens 6 Click Customize MMCC Files The Customize MMCC window opens In this example the user created two customized interfaces Spanish and ABC Computer Customize MMCC Manage interfaces and their customized files Interface Commands default view media viewChange Spanish Yiew Change Delete ABCComputer View Change Delete Multimedia Contact Center Setup and Operation Guide 66 Chapter 5 Multimedia Contact Center messages 7 Click View for the default interface to see the list of default files The default subfolder only contains the set of default web page templates and text substitutions The default files list appears in a new browser page NORTEL Main Logout Help
37. cial font shown in Psu Command line prompts on display telephones the top line of the display Underlined word in capital letters PLAY Display option Available on two line display shown in the bottom line of a two telephones Press the button directly below the line display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option NN40040 300 Chapter 1 Getting started 7 These text conventions are used in this guide to indicate the information described Convention Description bold Courier Indicates command names and options and text that you need to enter text Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier Indicates command syntax and system output for example prompts text and system messages Example Set Trap Monitor Filters FEATURE Indicates that you press the button with the coordinating icon on HOLD whichever set you are using RELEASE Related publications This document refers to other related publications which appear in the following list To locate specific information you can see the Master Index of BCMS0 Library CallPilot Manager Set Up and Operation Guide NN40090 300 Contact Center Set Up and Operation Guide NN40040 301 Keycode Installation Guide NN40010 301 Multimedia Contact Center Web Developer Guide NN40040
38. ck Add The Add Media File window opens NORTEL Main Logout Help Add Media File Upload a customized MMCC file to this interface Interface media Media File Name From Local File Browse Submit Cancel NN40040 300 Chapter 5 Multimedia Contact Center messages 73 5 In the Media File Name field enter the name of the file you want to upload Note Before you upload any file ensure the file extensions in the Media File gt Name field and the From Local File field match exactly In the From Local File field enter the path of the file or click Browse to browse your PC for the file The path of the file you selected appears in the field Click Submit The file uploads to the media interface directory Creating and distributing web page lists You or your web developer can create bookmarked lists of web pages that agents can push to callers After you create a web page list export it in a shared directory on your network and notify the Multimedia Contact Center agents to import the list Es Note You must use Internet Explorer for the web page lists you create and distribute gt Other web browsers are not supported To create a list of web pages 1 O a Ff ODN In your browser create a folder for the new list of web pages Create a folder name that is easy to identify Browse to the pages you want to bookmark Bookmark each page and save each bookmark
39. ct Center page opens Click Customize MMCC Files NN40040 300 Chapter 5 Multimedia Contact Center messages 69 The Customize MMCC window opens Customize MMCC Manage interfaces and their customized files Interface Commands default View media View s Change Spanish View sChange Delete ABCComputer View Change Delete 7 Click Add The Add MMCC Interface page appears Add MMCC Interface Create anew MMCC interface to help manage your customized files New Interface Name Submit Cancel 8 Enter the New Interface Name It must be alpha numeric characters and a maximum of 16 characters 9 Click Submit Uploading or deleting web pages After you customize Multimedia Contact Center web pages use this procedure to upload them to Business Communications Manager You can also use this procedure to view or delete any customized files that are outdated misnamed or misfiled To upload or delete customized files 1 Launch and log on to Element Manager The Element Manager opens with the Configuration tab selected in the Task Navigation Panel 2 Expand the Applications folder 3 Click Voice Messaging Contact Center Multimedia Contact Center Setup and Operation Guide 70 Chapter 5 Multimedia Contact Center messages The Voice Messaging Contact Center panel appears 4 Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens 5 Click Contact Center The Contact Center page opens 6
40. ears NORTEL Home Contact Welcome to BCM User Applications User Documentation Administrator Applications Administrator Documentation NN40040 300 Chapter 4 Multimedia Contact Center agents 53 Click Administrator Applications The Administrator Applications page opens Administrator Applications Administrator Management Tools BCM Element Manager Desktop Assistant PRO AE NCM For BCM BCM Monitor CDR Clients BCM MIBs SSH Client PuTTY Retrieve Logs Contact Center Applications Reporting for Contact Center Multimedia Contact Center Wallboard IP View Client Digital Mobility Tools Digital Mobility Controller Digital Mobility Service Tool Templates Multimedia Contact Center Setup and Operation Guide 54 Chapter 4 Multimedia Contact Center agents 3 In the left frame under Contact Center Applications click Multimedia Contact Center The Multimedia Contact Center application download page appears Home Contact Administrator Multimedia Applications Contact Center Administrator Management Tools BCM Element Manager Se E ckage fo Desktop Assistant PRO AE NCM For BCM BCM Monitor Download Multimedia Contact Center CDR Clients see Important Notes Below BCMMIBs download Multimedia Contact Center to the agent s computer You can download the Note You must install Java Runtime Environment JRE 1 5 or higher befo
41. edia Contact Center works for callers 00 cee eee eee 10 Multimedia Contact Center caller interface 0 0c eee eee 12 How Multimedia Contact Center works for agents 000 0c eee eee 12 Multimedia Contact Center agent interface 00 0 0 eee eee 13 Multimedia Contact Center call types 0 0000 uaaa 14 Phone and browser calls cccccc tants ctrteetee eee tebe dae ee eee ORS 14 EROWwseronlyiGAlld lt incevegusveureedins tGege kee beads euaes Rene eae lt 15 Requirements for using CallPilot Manager to set up Multimedia Contact Center 16 System fequireMEINs sccciesdscatasadisdattdeets babaa dake naii dats 17 Browser requirements oi cees eka eee ech eee wed eee RE eee hee ee ees 17 Chapter 3 Setting up Multimedia Contact Center 00 cece eee eee eee 19 Creating a user account for Multimedia Contact Center 000 00 ae 19 Enabling Multimedia Contact Center 000 c cee eee 20 Setting Multimedia Contact Center parameters 0 0 0 cece eee 20 Assigning routing to Multimedia Contact Center calls 0 00 e neces 23 Pounga Illes dicate ined eheteseede deat eo eeees San wemeone ae wees Saas 23 Routing Multimedia Contact Center calls using the CLID DNIS Routing table 24 Assigning a callback route for Multimedia Contact Center 0085 27 Configuring outdialing using PRI lines 2 0 00 ee 29 Assigning an outgoing line to a line
42. ess Communications Manager using the procedure in Uploading or deleting web pages on page 69 Downloading customizing and uploading pages Overview of customizing an MSG html file for the ABC Computer Company 1 Download the MSG html template from Business Communications Manager to your desktop Refer to Downloading web pages and viewing web page lists on page 65 Customize the MSG html file Save the new customized file in your local directory Save the new file with a new name such as abc_msg html 4 Log on to Business Communications Manager using the ABC Computer Company User ID and password For more information about user accounts see Creating a user account for Multimedia Contact Center on page 19 5 Upload the file see Uploading or deleting web pages on page 69 Overviews of downloading customizing and uploading pages An overview of customizing an MSG html file for the ABC Computer Company 1 Download the MSG html template from Business Communications Manager to your desktop Refer to Downloading web pages and viewing web page lists on page 65 2 Customize the MSG html file Multimedia Contact Center Setup and Operation Guide 68 Chapter 5 Multimedia Contact Center messages Save the new customized file in your local directory Save the new file with a new name such as abc_Msg html Log on to Business Communications Manager using the ABC Computer Company name and password Uplo
43. ges and viewing web page lists Another example ABC Computers has weekly specials and wants to update their information weekly You can create a user account for ABC Computers that lets anyone who has the user ID update their web pages Multimedia Contact Center Setup and Operation Guide 20 Chapter 3 Setting up Multimedia Contact Center Enabling Multimedia Contact Center You require a keycode to enable software features on the Business Communications Manager BCM system The keycode is a 24 digit code that authenticates the feature or bundle of features you purchased for your BCM To enable Multimedia Contact Center the keycode must include this feature To obtain a keycode you require the following e feature authorization code for the BCM e system ID The authorization code is a six digit code you receive for each of the features you purchase The authorization code is on the label affixed to the keycode information sheet You enable Multimedia Contact Center by enabling the Multimedia Contact Center authorization code on the BCM Element Manager For more information on the keycode and authorization codes as well as steps for installing a keycode and authorization codes see the Keycode Installation Guide Setting Multimedia Contact Center parameters You must define the public host name parameter Multimedia Contact Center parameters are set using CallPilot Manager Note If your BCM is behind a firewall or proxy server
44. hapter 3 Setting up Multimedia Contact Center 25 7 Click Insert to assign how Multimedia Contact Center calls are routed The CLID DNIS Setup page appears NORTEL Main Logout Help CLID DNIS Setup Line CLID ANI DNIS Multimedia Calls Fj Action Move to Skillset he Change Call Priority Only New Call Priority No Change 8 Select how you want Multimedia Contact Center calls to be routed a If you want Intelligent CLID DNIS routing to apply to Multimedia Contact Center calls select the Multimedia Calls check box and do not enter information in the Line or DNIS boxes You must enter a CLID ANI entry Note If you select the Multimedia Calls check box you must have a CLID ANI entry either a phone number or an asterisk An asterisk in the CLID ANI field represents all Multimedia Contact Center calls including browser only calls and phone and browser calls If you select Multimedia Calls and enter an asterisk in the CLID ANI field then all Multimedia Calls are routed to the specific skillset If you want to route the phone and browser calls to another skillset then program a CLID ANI entry with a telephone number So it is a separate entry from the browser only calls To route calls to a specific skillset select the Move to Skillset radio button and select a skillset To change the call priority select the Change Call Priority Only radio button Use the New Call Prio
45. he Multimedia Contact Center web pages that the agent sends to a caller or that a caller sends to them Initiatesa Takesascreen Controlswhether Shows the URL Shows the name Displays in the text chat capture ofa web pages of the web page and phone second window with the web page clicked by the on which the number the caller the web page the caller window or agentaresentto caller clicked the specified in the caller clicked the desktop the caller MMCC i on call setup page MMCC icon on Z Multimedia Call Center Agent Mopicor Microsoft Internet Explorer provided by Nortel Network7 Phone 7610990 I Follow Me Browsing caller Pat Smith Screen Capture Help Block Caller Connected from liavel Lamp Homepage MICIOSON IMemet Explore provided Dy NOME WeIvOrks Opens Fle Edt View Favorites Tods Help Help fo Beck gt O E 7h Gseach Favos Briton Fy I A aD Ends the Address bing 47 65 138 68 6800 inb Hini dema mairpans Hi Go Links browser Fovartes x session jada Ry organize C Commesce a Blocks calls Meda from Multimedia Cal Center Links unwanted 8 Exotic Travel Comp Home callers Alican Satan E Asien Pectic Tour E Alaskan Arctic Adventure Contains a Usability and User iniedace Wilting reference preset list of Beti web pages Doppie Hotmal Justin Time PC Trairing Web E Microroll windows Update MSN
46. he web developer who includes this information on the customized web pages for your company You can also use the callback number information for a Multimedia Contact Center Call to move the call to another skillset or change the call s priority within the skillset The callback number is processed by the CLID Calling Line Identification column in the CLID DNIS Routing table in CallPilot Manager Note The skillset defined in the HTML tag is used unless there is an overriding rule in the CLID DNIS Calling line identifier dialed number identification service table Routing tables When you set up your Contact Center you create day and night routing tables for each skillset To route Multimedia Contact Center calls effectively you must understand how routing steps affect Multimedia Contact Center calls For example you can set up the Night Routing Table so that when your Contact Center is closed Multimedia Contact Center calls are transferred to a mailbox or another number Before a Multimedia Contact Center call is connected to an agent the following Intelligent Overflow actions disconnect the call in the caller s browser and display a message to the caller e transfer to Skillset mailbox e transfer to external or internal DN e transfer to Automated Attendant e transfer to Operator Before a Multimedia Contact Center call is connected to an agent the following actions route the call as expected e overflow to other skillset
47. in the folder you created Start the Import Export Wizard by selecting File gt Import and Export Save the folder you created to a network drive Send an e mail to the agents telling them to import the new folder into their Favorites folder In your e mail tell the Multimedia Contact Center agents where the web page list is located on the network Be sure to include the location of the folder in your message You can set up an address list of agents so you can notify all the agents with one e mail Whenever you create or update a web page list notify the agents to copy the list to their computer Multimedia Contact Center Setup and Operation Guide 74 Chapter 5 Multimedia Contact Center messages NN40040 300 75 Chapter 6 Logs Viewing log files Log files are automatically generated daily by Multimedia Contact Center You can use log files to diagnose system problems The log files include all activity that occurs with its CGI interface and its telephony server Multimedia Contact Center Log files are generated on the BCM The logs are named e mmcc cgi out e mmcec out You manage log files by transferring selected BCM log files from the BCM to a specified location such as your personal computer You can then view individual log files using the BCM Element Manager Log Browser or your usual text editor On BCM models with an integrated router you can also retrieve router logs using the WebGUI router To view a l
48. ist select Make Not Ready Return to Skillset or Automatic Logout 12 Click Submit Adding more than one agent You can save time by adding more than one agent at a time When you add multiple agents the agents have the default agent name and parameters To add more than one agent 1 Launch CallPilot Manager from Element Manager 2 Click Contact Center The Contact Center page opens 3 Click Agent List The Agent List appears 4 Click Add Many Agents The Add Many Agents page appears NORTEL Main Logout Help Add Many Agents ID Range From BR To a Supervisor ae o nswer missed Call Take Not Ready Petum To Skillset Z ption Submit Cancel NN40040 300 Chapter 4 Multimedia Contact Center agents 51 In the From field type the lowest Agent ID number of the agents you want to create In the To field type the highest Agent ID number of the agents you want to create Select the Supervisor check box if you want the agents to have Supervisor status Select the Automatic Answer check box if you want calls to be force delivered to the agents From the Missed Call Option list box select Make Not Ready Return to Skillset or Automatic Logout 10 Click Submit oO ON O OF Note Any previously configured agents with an Agent ID number that falls within the range you enter in the From and To boxes are not changed These agents are not included in the number of agents added Ins
49. l All All lt gt Night All All All Lunch All All All 19 In the Alternate Routes table select a schedule type 20 In the First Route Second Route and Third Route columns type the route numbers you want to use the for selected schedule 21 Inthe Absorbed Length column click on the field in this column for the schedule you are configuring A drop down list opens NN40040 300 Chapter 3 Setting up Multimedia Contact Center 33 22 From the Absorbed Length drop down list select an absorbed length Set the absorbed length so that the routing code is not actually dialed Absorb All In this example 8A is the destination code which has an absorbed length of 1 This means that the 8 is absorbed and only the first digit after it is dialed out on the PRI line Task Navigation Panel Configuration Administration system Administrator Access Resources pplication Resources Media Gateways Port Ranges lephony Resources Vial Up Intertaces y lelephony a Global Settings 3 amp Sets Active sets Active Application Mactive DNs o All ONS a Lines Loops e Scheduled Services yg Dialing Flan o General DNs Public Network Private Network o Line Fools R hing Groups g eq Call Securtty Mosprtainy Hunt Groups ail beta Recording Data Services a Applications v lt l gt Welcome F Dialing Plan Routing Routes
50. n the Details for Line panel is set to be gt compatible with your PRI service provider 6 7 From the Configuration tab expand the Telephony folder Open the Lines folder Multimedia Contact Center Setup and Operation Guide 30 Chapter 3 Setting up Multimedia Contact Center 8 Click All Lines The All Lines panel opens Task Navigation Panel All Lines Configuration Administration Line Trunk Type Control Set Line Type Prime Set Pub Received Priv Received Distinct Ring ja Welcome System 061 Loop Line061 221 Pook 224 N A N A None a Administrator Access jeg Resources 062 Loop Line062 221 Pool A 221 N A NIA None J pplication Resources Media Gateways 063 Loop Line063 221 Pool A 221 N A N A None Fort Ranges lelephony Kesources 064 Loop Line064 221 Pool A 221 N A N A None Dial Up Intertaces ley lelephony Sy Global Settings 066 PRI Line066 221 Pool BlocB 221 N A NIA None vets iF oa Lines 067 PRI LineO67 221 Pool BlocB 221 N A N A None v o Active Physical Lines Active Volt Lines lt a larget Lines a py Taste nacte Lines Mim o all LINES A 9 10 11 12 13 14 15 m hy Lang Pian Data Services eg Applications Loops Details for Line 065 Scheduled Services o King Groups Preferences Restrictions Call Securnty Mosprtainy Hunt Groups Cal Detail Recorcing Distinct rings inuse Voice Messaging Contac
51. nt Multimedia Contact Center Message Nortel Multimedia Contact Center Welcome to our Multimedia Contact Center system You are now connected with an agent Multimedia Contact Center Setup and Operation Guide 64 Chapter 5 Multimedia Contact Center messages Call transferred message Callers see this message when Multimedia Contact Center or an agent transfers the voice call Multimedia Contact Center Message Nortel Multimedia Contact Center Your call has been routed to an area of our business that is not answering Multimedia Contact Center calls at this time Please try again later or contact us using another method Thank you for usmg Multimedia Contact Center Web refresh message Callers see this message while they are waiting for a Multimedia Contact Center agent to become available You or your web developer can create variations of this message to assure callers that their call is important and all agents are still busy Multimedia Contact Center Web Refresh 1 All agents are currently busy We appreciate your patience and will be with you momentarily Recording Multimedia Contact Center announcements You can record announcements for Multimedia Contact Center that callers hear while they are waiting for agents Record Contact Center messages using CallPilot Manager For information on recording Contact Center announcements see the Contact Center Set Up and Operation Guide NN40040 300 Ch
52. og file 1 Launch the web page for your BCM at https lt ipaddress gt where lt ipaddress gt is the IP address of your BCM The Welcome to BCM page opens NORTEL Home Contact Welcome BCM User Applications User Documentation Administrator Applications Administrator Documentation Multimedia Contact Center Setup and Operation Guide 76 Chapter 6 Logs 2 Click Administrator Applications The Administrator Applications page opens Administrator Applications Administrator Management Tools BCM Element Manager Desktop Assistant PRO AE NCM For BCM BCM Monitor CDR Clients BCM MIBs SSH Client PuTTY Retrieve Logs Contact Center Applications Reporting for Contact Center Multimedia Contact Center Wallboard IP View Client Digital Mobility Tools Digital Mobility Controller Digital Mobility Service Tool Templates tartun Nrafila Tamniata NN40040 300 Chapter6 Logs 77 3 Under Administration Management Tools click Retrieve Logs The Retrieve Log Files tool appears in the right hand panel amp Applications Administrator Management Tools BCM Element Manager Desktop Assistant PRO AE NCM For BCM BCM Monitor CDR Clients Retrieve Log Files BCM MIBs SSH Client PuTTY Retrieve Logs GetLogs Contact Center Applications Reporting for Contact Center Transfer to My Computer Multimedia Contact Center Store on USB memory
53. ony folder 3 Expand the Sets folder 4 Click All DNs The All DNs panel appears 5 Inthe Line Access tab select the DN that appears on the screen of your telset The details for that DN appear in the Details for DN panel in the lower half of the All DNs panel Task Navigation Panel All DHs Configuration Administration p Line Access Capabilities and Preferences Restrictions O welcome system DN Model Name Port Pub OLI Priv OLI Fwd No Answer Fwd Delay Fwd Busy Fwd All Administrator Access Resources pplication Resources Media Gateways Hort Ranges elephony Resources L al Up Intertaces 221 772087208 221 0401 221 221 N A CES a SS ae 223 0403 223 223 N A 223 172087208 oy 2ephony 224 172087208 224 1404 224 224 N A a fa Global Settings o 2 bets 225 772087208 225 0405 225 225 NA Active sets Active Appiication on 228 772087208 225 0406 228 225 N A o Inactive DNS s 7 z s n mil i Loops Scheduled Services Details for DN 222 a ty Dialing Flan o Ring Groups j hy Call Securty Line Assignment Line Pool Access Answer DNs e Hospranty Assigned Lines Hunt Groups Ca bela ecorang Line Appearance Type Appearances Caller ID Set Vinsg Set Priv Received Pub Received p Data Services Applications Voice Messaging Lontact LANCIE Music 6 Inthe Details for DN panel select the Line Pool Access tab NN40040 300
54. otification and Outbound Transfers Example of a dial plan that restricts calls based on their country Bridgestone Computers sells computers in the United States and Canada and has different information for prices and shipping for each country The Contact Center administrator sets up restrictions for each of the U S and Canada skillsets When a caller in the U S clicks the HTML link and enters their phone number the restriction rules for the US skillset identify the caller as being in a U S area code That skillset calls back telephone numbers within the US To create a restriction on the BCM system 1 In Element Manager from the Configuration tab in the Task Navigation Panel expand the Telephony folder 2 Click Scheduled Services The Scheduled Services panel opens 3 From the Schedules table select the schedule you want to create The Details for Schedule panel appears to the right of the Schedules table 4 Inthe Schedule Times table set the daily start and stop time for the schedule you selected Multimedia Contact Center Setup and Operation Guide 40 Chapter 3 Setting up Multimedia Contact Center To add a restriction to the BCM system 1 In Element Manager from the Configuration tab in the Task Navigation Panel expand the Telephony folder 2 Expand the Sets folder 3 Click All DNs The All DNs panel appears Task Navigation Panel All DHS Configuration Administration p Line Access Capabilities and
55. perator Settings Logout Auto Attendant Custom Call Routing Networking Contact Center Reports Configuration 5 Click Contact Center The Contact Center page opens Multimedia Contact Center Setup and Operation Guide 22 Chapter 3 Setting up Multimedia Contact Center 6 Click General Properties The Contact Center Properties page opens Contact Center Properties I Primary Alert 00 00 mm ss I Secondary Alert 00 00 mm ss CC Reporting Server Password ecccccce Confirm Password Enable CC Reporting Data Stream V MMCC Public Hostname 127 0 0 1 Reserved Channels fi Supervisor Help Request Timeout 12 7 seconds Supervisor Help from all skillsets agent s skillsets only Enable Caller ID Name with number backup Number only None Cancel 7 Inthe MMCC Public Hostname field type the host name of your system 8 Click Submit 9 Do not log off BCM Go to Assigning routing to Multimedia Contact Center calls on page 23 NN40040 300 Chapter 3 Setting up Multimedia Contact Center 23 Assigning routing to Multimedia Contact Center calls You must assign how Multimedia Contact Center calls are routed The standard method of assigning call routing is to specify the initial skillset in the web link that is used to initiate the call See the Multimedia Contact Center Web Developer Guide for details You specify the skillsets to be used to t
56. r Message Nortel Multimedia Contact Center Sorry your call could not be completed because your phone is busy Please try again later Lines busy message Callers see this message if their call cannot be completed because Business Communications Manager has no available phone lines Set the Maximum Outcalling Channels to more than one so that phone lines are available For more information see Routing tables on page 23 Multimedia Contact Center Message Nortel Multimedia Contact Center Sorry your call could not be completed All Multimedia Contact Center lines are currently busy Please try again later NN40040 300 Chapter 5 Multimedia Contact Center messages 63 Make call failed message Callers see this message if their call cannot be connected because there is a problem with the Multimedia Contact Center server Multimedia Contact Center Message Nortel Multimedia Contact Center Sorry your call could not be completed A technical problem has occurred on your system Please contact us usmg another method No answer message Callers see this message if they do not answer their phone Multimedia Contact Center Message Nortel Multimedia Contact Center Sorry your call could not be completed because you did not answer your phone If your phone did not ring please check your calling preferences and try agam Connected message Callers see this message when they connect to an age
57. r Setup and Operation Guide 56 Chapter 4 Multimedia Contact Center agents 3 From the Options menu select Server Setup The Server Setup dialog box appears Agent Notification AGENT NOT L a File Options Help N RTEL Agent Id Server Setup Password OK Cancel 4 Inthe Server IP field enter the IP address or fully qualified domain name FQDN of the BCM 5 Click OK Configuring an agent s name Either you or the agent can enter the agent name that is displayed to callers To configure an agent s name 1 Select Programs gt Nortel gt Multimedia Contact Center gt Agent Notification This is the default installation path The Agent Login Logout dialog box appears 2 From the Options menu click Agent Name NN40040 300 Chapter 4 Multimedia Contact Center agents 57 The Agent Preferences dialog box appears Agent Notification AGENT NOT L X File Options Help N RTEL Agent Preferences Agent Id Agent Name nk This name will be sent to the web caller OK Cancel 3 Inthe Agent Name field enter the agent name that will appear to callers 4 Click OK Using Follow me browsing Follow me browsing does not work with embedded Flash animations If an agents clicks a Flash button the image that is sent to the agent is not displayed to the caller Tell agents that if the page they are sending to the caller contains Flash animations the agents must tell the caller to
58. re you gt latest version of JRE from the Java web site Click the Download Multimedia Contact Center link and download the application to the agent s PC The File Download dialog box appears Click Save The Save As dialog box appears Navigate to the location to which you want to download the file and click Save Locate the downloaded file and double click it to unzip it Install the Agent Notification software on the agent s PC Note Nortel recommends that you install the software in C Program gt Files Nortel Multimedia Contact Center Agent Notification Note For non administrative agents using Agent Notification software on a gt Windows XP SP2 platform the Contact Center administrator must include javaw exe and java exe as exceptions in the firewall settings so these agents can accept Multimedia Contact Center calls NN40040 300 Chapter 4 Multimedia Contact Center agents 55 Configuring an agent s server settings To configure an agent s server settings 1 To start the Multimedia Contact Center software on the agent s computer select the Start menu 2 Select Programs gt Nortel gt Multimedia Contact Center gt Agent Notification This is the default installation path The Agent Login Logout dialog box appears Agent Notification AGENT NOT L E 5 File Options Help N RTEL Multimedia Contact Center Agentld Password Multimedia Contact Cente
59. rity drop down list to select the priority of CLID DNIS calls Click Submit The Intelligent CLID DNIS Routing page appears The routing rule you created appears in this table Multimedia Contact Center Setup and Operation Guide 26 Chapter 3 Setting up Multimedia Contact Center The CLID DNIS Routing table shows four examples of Multimedia Contact Center rules Intelligent CLID DNIS Routing Line CLID ANI DNIS Action Commands Multimedia 4033 Priority 18 Insert Change Delete Multimedia 4053 Priority 4 Insert Change Delete Multimedia 405 Priority 5 Insert Change Delete Multimedia Skillset 2 Insert Change Delete End Insert In the first Multimedia Contact Center rule Multimedia Contact Center calls with a CLID or ANI of 4033 are given a priority of 18 In the second Multimedia Contact Center rule Multimedia Contact Center calls with a CLID or ANI of 4053 change to a priority 4 In the third Multimedia Contact Center rule Multimedia Contact Center calls with a CLID or ANI beginning with 405 change to a priority of 5 You can use the wildcard character for Multimedia Contact Center rules For example if you want to program all Multimedia Contact Center calls from a specific area code such as 403 to have a high priority and go to skillset 1 select Multimedia Calls enter 403 and select priority 1 and skillset 1 In the fourth Multimedia Contact Center rule any Multimedia call browser only calls and phone and
60. rivate Network 9 Line Fools gt o o alia Delete Multimedia Contact Center Setup and Operation Guide 32 Chapter 3 Setting up Multimedia Contact Center 17 In the Destination code field type the destination code you want to use In this example 8A is shown A represents any This means that any dialed number that starts with 8 uses PRI A that is routing code 8 uses Pool PRI A 18 In the Destination Codes table select the destination code you created The Alternate Routes for Destination Code panel appears below the Destination Codes panel Task Navigation Panel Dialing Plan Routing Configuration Administration 3 Routes Destination Codes Second Dial Tone come A System Destination Codes Administrator Access Sy Resources pplication Resources Media Gateways Port Ranges elephony Resources e Dial Up Intertaces y lelephony a y Clobal Settings 3 Oy Sets o Active Sets Active Application active DNs All ONS sad a C Loops Scheduled services Ss ey Dialing Flan Alternate Routes General C DNS Schedule First Route Absorbed Length Second Route Absorbed Length Third Route Absorbed Length Mublic Network All All All Private Network Sched 6 Line Pools e ml Sched 5 All All All fing Groups 7 a fe Cal securty All All All Hosptaity Hunt Groups Call Detail Recording Data Services a Applications v Evening Al
61. s e move to another skillset e change priority of call For information about setting up Day and Night Routing Tables see the Contact Center Set Up and Operation Guide Multimedia Contact Center Setup and Operation Guide 24 Chapter 3 Setting up Multimedia Contact Center Routing Multimedia Contact Center calls using the CLID DNIS Routing table If you do not want to use a CLID DNIS table continue with Assigning a callback route for Multimedia Contact Center on page 27 To route calls using the CLID DNIS table 1 Launch and log on to Element Manager The Element Manager opens with the Configuration tab selected in the Task Navigation Panel 2 Expand the Applications folder 3 Click Voice Messaging Contact Center The Voice Messaging Contact Center panel appears 4 Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens 5 Click Contact Center The Contact Center page opens 6 Click CLID DNIS Routing Table The Intelligent CLID DNIS Routing page appears NORTEL Main Logout Help Intelligent CLID DNIS Routing Mailbox Administration Line CLID ANI DNIS Action Commands End Insert 4uto Attendant Custom Call Routing Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLIDJDNIS Routing Table Expected Wait Time Table Customize MMCC Files Reports Configuration NN40040 300 C
62. st in your Nortel product or service To locate the ERC for your product or service go to http www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller NN40040 300 Chapter 2 Multimedia Contact Center overview With Multimedia Contact Center agents and callers can participate in multimedia calls that include e speaking over a public switched telephone network PSTN voice connection e text chatting e exchanging and viewing web pages e viewing screen captures sent by an agent In this document the server that Multimedia Contact Center is installed on is referred to as lt bcmip gt where lt bcmip gt is the ip address of the BCM system Multimedia Contact Center Setup and Operation Guide 10 Chapter 2 Multimedia Contact Center overview How Multimedia Contact Center works for callers When callers on a web site click a multimedia HTML link the Call setup page appears Multimedia Contact Center Preferences and Connection Multimedia Contact Center connects you to an agent when one becomes available This page sets your connection preferences and lets you connect The next time you click on the Multimedia Contact Center link these preferences will be used Bookmark this page to change your settings in the future
63. t e LAN CIE e Music In the All Lines table scroll down to the line number you recorded in step 5 that has the PRI trunk type In the Line Type field verify the line type From the Configuration tab expand the Telephony folder Expand the Dialing Plan folder Click Routing The Dialing Plan Routing panel opens with the Routes tab displayed Select a route from the Routes table or If you want to add a new route click Add Enter the number of the new route and click OK Select the new route from the Routes table Configure the route a b c d Click the Destination Codes tab Click the Use Pool column for the route you have selected Select a pool from the drop down list of possible pools Click the DN type column Select a DN type from the drop down list of possible DN types The Destination Codes panel opens showing the Destination Codes table NN40040 300 Chapter 3 Setting up Multimedia Contact Center 31 16 Click Add The Add Destination Code dialog box appears Tetwork Elements 4 69 13 25 192 158 249 2 i h_e System Welcome Identitication 9 Date and lime Keycodes f Administrator Access RA Resources lelephony Global Settings Sa Sets o Active Sets tive Appiicatia 9 Inactive DNS o All ONS Lines e Active Physical L 9 Active Yor Line o larget Lines 9 Inactive Lines e All Lines Loops C Scheduled services Dialing Plan 9 General DNS 9 Public Network 9 P
64. t 39 example 39 F Favorites creating and distributing 73 exporting 73 Flash animations 57 Follow me browsing 57 l IP address 55 K keycode 20 installing 47 L Lines busy message 62 Log files about 75 viewing 75 Messages announcements 64 busy phone line 62 call failed 63 call preferences incorrectly formatted 61 call transferred 64 choose how to connect 61 connected 63 customizing 67 deleting 73 downloading 65 lines busy 62 Multimedia Contact Center unavailable 60 no agents logged on 60 no answer 63 no phone lines available 62 refresh 64 server down 60 63 session completed 62 uploading 69 user busy 62 viewing 65 web refresh 64 Multimedia Contact Center agent 47 55 agent interface 13 agent software 51 Call setup page 10 calltypes 7 14 caller interface 12 Multimedia Contact Center Setup and Operation Guide 80 Index installing 20 IP address 55 keycode 20 overview 9 port address 55 setting up 19 Multimedia Contact Center calls assigning outgoing line 34 CLID DNIS routing 23 enabling call back 34 Intelligent Overflow rules 23 routing 23 Multimedia Contact Center unavailable message 60 N No agents logged on message 60 No answer message 63 No phone lines available message 62 O Outdialing using PRI lines 29 P Phone line busy message 62 Port address 55 PRI lines 29 R Refresh message 64 regulatory information 2 related publications 7 S Server down mess
65. talling Multimedia Contact Center software on an agent s computer You must install and configure the Multimedia Contact Center software on the computer of each Multimedia Contact Center agent To install the software you must log on as an administrator If you see the following error message you are logged on as a non privileged user and will not be able to install the software Setup Initialization Error restart setup X Setup has detected that unInstallSvield is in use Please close unInstallShield and Error 432 Requirements for agents using Multimedia Contact Center To use Multimedia Contact Center agents must have e Internet Explorer 5 5 with SP 2 or a later version of Internet Explorer e any of these operating systems Windows 2000 or Windows XP e a Pentium II processor at 233 MHz minimum Pentium III at 500 MHz or higher recommended e 64 MB of RAM minimum 128 MB or higher recommended e 30 MB of free hard drive space e Java runtime version 1 5 0 or higher available from the Java web site e a network card and an Internet connection Multimedia Contact Center Setup and Operation Guide 52 Chapter 4 Multimedia Contact Center agents To install Multimedia Contact Center software on an agent s computer 1 On the agent s computer point the web browser to the URL https lt bemip gt where lt bemip gt is the IP address of your Business Communications Manager system The Welcome to BCM page app
66. ted or if Multimedia Contact Center does not provide service to their calling area Multimedia Contact Center Message Nortel Multimedia Contact Center We re sorry but Multimedia Contact Center could not complete your call Either e the phone number that you entered as your calling preference is improperly formatted or e the business does not provide phone service to the calling area specified in your phone number Please try your call agam or contact us directly Choose how to connect message Callers see this message if they do not specify their connection preferences in the call setup page Multimedia Contact Center Message Nortel Multimedia Contact Center You must tell us how you would like to connect Please fill in your name in the space provided Then select either of the By Phone and Browser or By Browser Only radio buttons If you select By Phone and Browser then enter your valid phone number in the space provided Multimedia Contact Center Setup and Operation Guide 62 Chapter 5 Multimedia Contact Center messages Session completed message Callers see this message after they click the Hangup button on the caller interface Multimedia Contact Center Message Nortel Multimedia Contact Center Thank you for usmg Multimedia Contact Center User busy message Callers see this message if their call cannot be completed because their phone line is busy Multimedia Contact Cente
67. ter option Mailbox Administration Auto Attendant Custom Call Routing Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID ONIS Routing Table Expected Wait Time Table Customize MMCC Files NN40040 300 Chapter 4 Multimedia Contact Center agents 49 6 Click Agent List The Agent List appears NORTEL Main R Logout Help Agent List Make Not Logged rara Ready Off Chanae password O Add Add Many Agents Mailbox Administration Auto Attendant elete Custom Call Routing Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID ONIS Routing Table Expected Wait Time Table Customize MMCC Files 7 Click Add The Add Agent window opens NORTEL Main Logout Help Add Agent Agent ID B Name Agent2 Supervisor m Automatic Answer D Missed Call Option Make Not Ready Return To Skillset v Submit Cancel Multimedia Contact Center Setup and Operation Guide 50 Chapter 4 Multimedia Contact Center agents 8 Complete the Agent ID and Name fields 9 Select the Supervisor check box if you want the agents to have Supervisor status 10 Select the Automatic Answer check box if you want calls to be force delivered to the agents 11 From the Missed Call Option drop down l

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