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Avaya Multimedia Call Center User's Manual

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1. C g A E LTO 28 B B LAM CTE Configuration c g consul ear re Lacen Mursia Cel Cente B IP Roving ce g chip B d ur Monto r gi iN Ch Cache amp B Het Link MWrr e g Alain Senes HAT ce B uPH d Policy Warman C HTF Giant Gatin ga d FR Ee dh M an meinen Oomocice In the User Name box type your user name P0935737 05 Chapter 4 Multimedia Call Center messages 63 10 In the Password box type your password 11 Click the OK button The System Administration page appears Customize View download customizable files View Dicwnlaad Files Add upload or delete a customized file Interface name Remote fle name oo O O Local hie Browse Add File Delete File Multimedia Call Center Set Up and Operation Guide 64 Chapter 4 Multimedia Call Center messages 12 Under the Customize heading click the View Download Files button to generate a list of the files The list appears in a new browser page The default sub folder contains the set of default web page templates and text substitutions Other sub folders are created when you upload customized web pages Index of ivb resource Mame Last modified Slee DeescsrlipLlias RE Parent Director default 5 May z z 15 40 05 May 2002 15 40 13 To view a list of web pages click the link for the list you want to view Or to download the default web pages if you want to customize Multimedia
2. Fither the phone number that you entered as your calling preference is improperly formatted or the business does not provide phone service to the calling area specified in your phone number Please try your call again 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 Call Center Message Nortel Networks Multimedia Call 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 MSG html Multimedia Call Center Set Up and Operation Guide 58 Chapter 4 Multimedia Call Center messages Session completed message Callers see this message after they click the Hangup button on the caller interface Multimedia Call Center Message Nortel Networks Multimedia Call Center Thank you for using Multimedia Call Center MSG html User busy message Callers see this message if their call cannot be completed because their phone line is busy Multimedia Call Center Message Nortel Networks Multimedia Call Center Sorry your call could not be completed because your phone is busy Please try again later MSG html Lines busy message Callers see this message if thei
3. Nortel Networks Multimedia Call Center Multimedia Call Center Call Statistics Report run on Mon Map 135 3 39 15 2002 From Thu Apr 18 00 00 00 2002 to Mon May 13 3 39 13 2002 Total calls 5 text calls 15 Total time Z hrs 5 mins 32 secs Average time per call 6 mins 55 secs Summary call report by skillset The Summary call report by skillset shows the information in the Summary call report for all calls and the information by skillset An example of a Summary call report by skillset Nortel Networks Multimedia Call Center Multimedia Call Center Call Statistics Report run on Mon May 135 3 40 25 2002 From Thu Apr 18 00 00 00 2002 to Mon May 13 3 40 23 2002 Total calls 5 text calls 15 Total time Z hrs 5 mins 32 secs Average time per call 6 mins 55 secs Skillset skset 3 Cals 5 text calls 15 Time 2 hrs 5 mins 32 secs Average time per call 6 mins 55 secs P0935737 05 Detail call report all calls Chapter 5 Viewing reports active calls and logfiles 71 The Detail call report for all calls shows the information in the Summary call report for all calls and a detailed list of each call completed during the time period of the report For each call the report shows Time the time and date the call started Duration the duration of the call Request from the caller s phone number Received by the agent s phone number Group the skillset An example of a Detail
4. The caller interface has two windows The first window lets the caller control the progress of the call The second window displays Multimedia Call Center messages and the web pages that an agent sends to the caller Opens the text chat interface Ends the call Displays the agent s name Sends the web page specified Multimedia Call Center Caifer Monitor Netscape O x in the Send Page box to Sond the agent Or that Send Page Q Goodbye Q Preferences Call Status Callin progress connected to Pat Smith 5 Multimedia Call Center Call Setup Netscape ERU iBl x File Edit View Go Communicator Help Opens the 4 amp 3 2 3 4 prefe rences i pa Forward Reload Home Search aak Bl porate Stop Z A Bookmarks A Location Htp pcalyOmm E800 ivb monitor caller link html page E Free AOL amp Unl Nartel Access InConference Services W ork E OSM E CORP Phone IRN Newsweb E Training Care Multimedia Call Center Message Nortel Networks Multimedia Call Center Welcome to our Multimedia Call Center system You are now connected with an agent Applet VBLink running P0935737 05 Chapter 1 About Multimedia Call Center 7 How Multimedia Call 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 voice and browser call with the caller The agent can use follow me browsing to show the caller
5. 28 Chapter 2 Setting up Multimedia Call Center 9 Scroll down to the Call routing key and click it Click the Routes heading and click the Add button The BCM Dialog Box appears Group Edit Configuration Performance Fault Report Tools Logoff View Help brittney Comprehensive Add Delete Del All BCM Dialog Box 3 zd aon 7 Add Routes meS i H gt Telephony Services o Cancel Ready Warning Applet Window Deeean Destination codes T Scheduled services System speed dial General settings Hunt groups Companion Hospitality Telco features IP Telephony Call Detail Recording LAN CTE Configuration Console Service Voice Mail Multimedia Call Center IVR DHCP DNS IP Routing 10 In the Route box type a route number In this example route 002 is shown 11 Click the Save button P0935737 05 Chapter 2 Setting up Multimedia Call Center 29 12 Click the Routes key and select Route you created From the Use pool list box select Pool PRI A From the DN type list box select Public brittney i Comprehensive Route 002 Add Delete el All Route 002 GJ BCM britney System A External Despurre 2 a M 9 Telephony Services 22 2 DN type Public Ad 2 System DNs Lines Restriction filters Call routing route D00 e Eee n Scheduled service
6. Bus 05 Bus OF Bus 08 Dial Up Services D Management amp Diagnostics Record the Low line loop assignment that is shown You will need this for step 7 Make sure that the protocol is set to be compatible with your PRI service provider On the Configuration menu click Disable and then click Enable Click the Services key click the Telephony Services key click the Lines key click the Physical lines key click the All physical lines key and click the key for the Low line loop number that you recorded in step 4 in this example Line 211 P0935737 05 Chapter 2 Setting up Multimedia Call Center 27 8 Click the Trunk line data heading Verify that the line type is a PRI Pool Record the Pool letter You need this for the Use Pool value in the routing table Fae EM Line 211 Trunk line data r Line 211 Trunkdine data Trunk type PRI HEAR 2 vlt s Services 24 i Telephony Services 4 Line type Pool PRIA E il BCM i brittney amp System i Prime set DN 22 I VoIP lines Distinct rings in use m v Physical lines 2 Enabled physical lines is DEUDA None I Ire Bl Line 122 Line 123 e ine 7 LI Line 211 LS Fy Fa estrictians Line 212 Line 213 Line 214 Line 215 Line 215 Line 217 Line 218 Line 219 Line 220 Line 221 Line 222 Line 223 PPP POPPE PEF Multimedia Call Center Set Up and Operation Guide
7. a d In the Interface name box type the folder name you want to save the file in Either enter the name of an existing folder or type a new name If you type a new name a new folder is created The folder name is used as the interface parameter in links from your web site to Multimedia Call Center For more information on creating web links see chapter 3 Integrating Multimedia Call Center with a website in the Multimedia Call Center Web Developer Guide In the Remote File name box enter the name of the file for example LaunchMonitor html Click the Browse button and browse to the location of the file you customized for example ABCLaunch html or enter the path name of the file in the Local file box Click the Add File button To delete files a b In the Interface name box type the folder name you want to delete the file from In the Remote File name box enter the name of the file for example LaunchMonitor html Click the Delete File button To upload graphics such as gifs or jpegs or other media such as wav files or animated gifs a b C In the Interface name box type media In the Remote file name box enter the name that you want to save the file as Click the Browse button and browse to the location of the file or enter the path name of the file in the Local File box Press the Add File button and check in the file list that the file is uploaded When you include the uploaded media on a web pag
8. preferences and try again MSG html Multimedia Call Center Set Up and Operation Guide 60 Chapter 4 Multimedia Call Center messages Connected message Callers see this message when they connect to an agent Multimedia Call Center Message Nortel Networks Multimedia Call Center Welcome to our Multimedia Call Center system You are now connected with an agent MSG html Call transferred message Callers see this message when Multimedia Call Center or an agent transfers the voice call Multimedia Call Center Message Nortel Networks Multimedia Call Center Your call has been routed to an area of our business that is not answering Multimedia Call Center calls at this time Please try again later or contact us using another method Thank you for using Multimedia Call Center MSG html Web refresh message Callers see this message while they are waiting for a Multimedia Call 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 Call Center Web Refresh 1 All agents are currently busy We appreciate your patience and will be with you momentarily REFRESH html P0935737 05 Chapter 4 Multimedia Call Center messages 61 Recording Multimedia Call Center announcements When you record announcements for Multimedia Call Center record announcements that correspond to the
9. 04 04 90K RAPERE 5d A dq RSS EERE ORS 56 Multimedia Call Center unavailable message eee ees 56 No agents logged on message 1 eee eee 56 Bad calling preferences message 16 cee ees 57 Choose how to connect message 0 0 eee eee eee 57 Session completed message nanana 58 User busy message ccvescceceaveb ices UA EET Gd be nEEGOdapad 3 p EscaRES 58 Lips DUSy MESSA ueususu k dax d xut bw da wht ie ere e ac sees 58 Make call failed message lere III 59 Proferoncos MOSSO 2 uu wee hb xd acp GERM AS ded OR ROGO IRR Re OR 59 N answer IDOSSBOB 4 dota RR ERR Ra REC heeds dE 9 ER 59 Connected message cessere 60 Call transferred message llle 60 Web refresh message doebkskk sedo ie Fade cbt he EAE dO Y E a Rd dd Ro deg 60 Recording Multimedia Call Center announcements LL 61 Downloading web pages and viewing web page lists 62 CUSTOMIZING Web Dages euge cide bane 3 499909 43 99139 99 oak ibl dopo 65 Overviews of downloading customizing and uploading pages 65 Uploading or deleting web pages leen 66 Creating and distributing web page lists llle 68 Chapter 5 Viewing reports active calls and log files 69 Summary call report all calls lll 69 Summary call report by skillset llle 70 Det
10. 130 69 e Sycien Ee EH Eomer Ts LI wx O Active mel DIE Artve Companion DNs amp Arva application Os amp naci Diis T amp E SDOMIDECT DS A srsiam Ds oe DH2221 User preferences amp Bazticlians Telca features i Za 25 16 af ag 19 a 31 i2 9 Click the General Settings key 10 Click the Access Codes key 11 Click the Line pool codes key 12 Click the Pool A heading The Pool A screen appears Multimedia Call Center Set Up and Operation Guide 34 Chapter 2 Setting up Multimedia Call Center 13 Make sure that Access code is set to 9 amp Scheduled sences D Bystem speed dial General settings E Featwe seing Wartel IP terminals Timers amp Dialing plan Access codes Line pool codes Fool 14 Click the Lines key and click the key for the number of the line you want to use for outdialing 15 Click the Trunk line data heading e Pinaka lings Targel lines Alllines amp Line 001 Line 002 Line 003 amp Line I4 Line 005 amp Line 006 amp Line 007 Line 008 Li zx d e runt dan e Line ata Line 011 Line 17 Line 013 Line 014 Line 015 Line 016 16 In the Line type list px make sure A pon im 1S ee Do not log off Go to ting a Multimedia Call Center dial plan on page 35 P0935737 05 Chapter 2 Setting up Multimedia Call Center 35 Creating a Multimedia Call Center dial plan You
11. Call Center web pages click the default link In this example we clicked the default link The list of default Multimedia Call Center web pages appears Index of ivb resource default Hare Parent Directory CallSetup html Lallserun bxb Callerscerup htbml Callerdsebpup bxE LaunchMonitor html LaunchMonitor txt Preterences html Preferences Caxt meg html Insu refresh html refresh txt Last modified 06 Hay z z 05 May 2002 05 May 2002 05 May 2002 05 May 2002 05 May 2002 05 May 2002 05 May 2002 05 May 2002 05 May 2002 05 May 2002 05 May 2002 05 May 2002 SLEe Peser inion 14 To download a file right click the link click Save As and save the file to your computer You can change the filename if you want to P0935737 05 Chapter 4 Multimedia Call Center messages 65 Customizing web pages You or your web developer can customize web pages and upload them to Business Communications Manager 3 0 You can customize the default Multimedia Call Center web pages or create your own Note Do not directly edit web pages gt Do not change the location of the Multimedia Call Center default files on Business Communications Manager 3 0 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 62 Customize the file or list of files Upload the customized files to Business Communic
12. Call Detail Recording 30104022 LAN CTE Configuratio Descuption ECH Voce Mal At En call Cente e DHCF amp ONS amp S IP Routing e p Sime oS Mondor T Web Cache T d Net Link Mar T d Alarm Service T NAT T B VPN Policy Management NTP Client Setiings e g E e 2 wanagement Diagnoslics 4 Inthe Password box type the system administrator password 5 Click the Submit button The CallPilot Manager Main page appears P0935737 05 Chapter 3 Multimedia Call Center agents 43 N ZRTEL NETWORKS Administration Login Password j Prompt for new password 7 NO RTA orks Main Menu Add Mailbox Change Delete Mailbox Auto Attendant Group List Administration System Properties Operator Settings Logout Mailbox Administration Custom Call Routing Networking Configuration Operations 6 Click the Call Center heading 7 Click the Agent List link The Agent List page appears Agent List Mailbox Admanistration ID Mame Super Commands o Add Art List Add Mang Ageris Shilpee Liz Multimedia Call Center Set Up and Operation Guide 44 Chapter 3 Multimedia Call Center agents 8 Add a new Multimedia Call Center agent to the Call Center or change a Call Center agent s settings e If the agent has been added to Call Center and you want to enable them as a Multimedia Call Ce
13. NTP Client Settings Faenor NENNEN T gi VER i 7 m Q wanagemeari I Save thi parsed in yout passveoud k E Diagnostics 8 Onthe Tools menu click Multimedia Call Center Admin The Enter Network Password dialog box appears 9 Inthe User Name box type your user name 10 In the Password box type your password 11 Click the OK button The System Administration page appears Other Administrative Functions View system parameters View Params Examine system log files Examine Logs P0935737 05 Chapter 5 Viewing reports active calls and log files 79 12 Click the Examine Logs button The Examine Logs screen appears Nortel Networks Multimedia Call Center System Administration Examine Logs View log will display a system log file Analyze log will summarize key information from several types of logs Choose the log file to view or analyze View Log_ Analyze Log eailog 2002 08 18d Back to Main Page 13 Select the log file you want to view e Click the view log button to view the log you select e Click the analyze log button to see a summary for the log you select 14 If you want to archive the log and reset the statistics click the archive reporting button A message appears that asks you to confirm the reset 15 Click the OK button Multimedia Call Center Set Up and Operation Guide 80 Chapter 5 Viewing reports active calls and log files P0935737 05 Index A Add
14. Networking Configuration Operations Click the Call Center heading Click the CLID DNIS Routing Table link The Intelligent CLID DNIS Routing page appears aL v1 115 NETWORKS Intelligent CLID DNIS Routing Mailbox Administration Auto Attendant Line CLID ANI ONIS Action Commands 402 Priority i zert Custom Call Routing End Os SR Networking Call Center Ager List y z Shiltset List General Properties Greetings s F On PESE CLIDDMIS Routing Table Reports Configuration Operations Multimedia Call Center Set Up and Operation Guide 22 Chapter 2 Setting up Multimedia Call Center 8 Click the Insert link to assign how Multimedia Call Center calls are routed The CLID DNIS Setup page appears CLID DNIS Setup Line CLID ANI DNIS Voice Button Action C Move to Skillset fi C Change Call Priority Only New Call Priority No Change Submit Cancel P0935737 05 Chapter 2 Setting up Multimedia Call Center 23 9 Select how you want Multimedia Call Center calls to be routed If you want Intelligent CLID DNIS routing to apply to Multimedia Call Center calls select the Voice Button check box and do not enter information in the Line or DNIS boxes Select the action and call priority Click the Submit button The Intelligent CLID DNIS Routing page appears The ro
15. On the Tools menu click Multimedia Call Center Admin The Enter Network Password dialog box appears 9 Inthe User Name box type your user name Multimedia Call Center Set Up and Operation Guide 76 Chapter 5 Viewing reports active calls and log files 10 In the Password box type your password 11 Click the OK button The System Administration page appears 12 Under the Reporting heading click the Active Calls button A report of all the currently active Multimedia Call Center calls appears in a separate window Nortel Networks Multimedia Call Center Multimedia Call Center Call Monitor Acfive calls i Mon May 13 3 46 08 2002 Duration Group Re quest From Received By Call ID 3 Secs Iskeetl3 TEXT 3 521255188 P0935737 05 Chapter 5 Viewing reports active calls and log files 77 Viewing log files Log files are automatically generated daily by Multimedia Call 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 On days with no Multimedia Call Center activity CGI log files are not generated and blank mslog and vwlog files are generated Multimedia Call Center Log files are generated in C Program Files Nortel Networks Voice ButtonMogs The logs are named cgilog YYYY MM DD txt log file of CGI activity nslog YYYY MM DD txt log file of NSACD service vwlog YYYY MM DD txt log file of VBServer service where Y
16. call report for all calls Nortel Networks Multimedia Call Center Multimedia Call Center Call Statistics Report run on Mon May 13 3 41 29 2002 From Thu Apr 18 00 00 00 2002 to Mon May 13 3 41 29 2002 Total calls 5 text calls 15 Total time Z hrs 5 mins 32 secs Average time per call 6 mins 55 secs Time Duration Group Request From Received By Multimedia Call Center Set Up and Operation Guide 72 Chapter 5 Viewing reports active calls and log files Detail call report by skillset The Detail call report by skillset shows the information in the Detail call report for all calls and summarizes the information by skillset Example of a Detail call report by skillset Nortel Networks Multimedia Call Center Multimedia Call Center Call Statistics Report run on Mon May 13 3 42 10 2002 From Thu Apr 18 00 00 00 2002 to Mon May 13 3 42 10 2002 Total calls 5 text calls 15 Total time 2 hrs 5 mins 32 secs Average time per call 6 mins 55 secs Skillset skset 3 Cals 5 text calls 15 Time 2 hrs 5 mins 32 secs Average time per call 6 mins 55 secs Time Duration Group Request From Received By P0935737 05 Chapter 5 Viewing reports active calls and logfiles 73 Generating Multimedia Call Center reports Fs Note Generating reports can put an additional load on Business Communications gt Manager 3 0 Avoid generating reports during periods of peak activity If possible
17. callback route Multimedia Call Center Set Up and Operation Guide 24 Chapter 2 Setting up Multimedia Call Center Assigning a callback route for Multimedia Call Center A callback route must be set up for Call Center to connect to the caller s phone You can program the callback route on a per skillset basis by programming the skillset mailbox or on a system wide basis by using the system administration mailbox The callback route is determined as follows e If you program a skillset to have a callback route associated with it Multimedia Call 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 Call 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 Call Center uses Pool A To assign a callback route for a skillset or the System Administrator mailbox 1 OnCallPilot Manager click the Mailbox Administration heading The Mailbox List page appears 2 Click the Change link for the mailbox that you want to assign a callback route to either the system administrator mailbox or the skillset mailbox Mailbox List Name Number Type ol N RTEL SYSTEM BWURH ACER MEI NETWORKS HH a ChangeDelete kiailbox And Many Wella Gr
18. can create a callback dial plan that restricts Multimedia Call Center from calling certain numbers When you create a dial plan you add restrictions to the DNs that Business Communications Manager 3 0 uses for callback This limits where MMCC will accept calls from 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 Notification and Outbound Transfers An 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 depending on the country The Call Center administrator sets up restrictions for the U S and Canada skillsets When a caller in the U S clicks the voice button and enters their phone number the restrictions for the US skillset recognize the caller s U S area code and calls back telephone numbers within the US To add a restriction to the Business Communications Manager system 1 Click the Services key 2 Click the Telephony Services key 3 Click the Restriction filters key 4 Click the key for the filter you want to add a restriction to Multimedia Call Center Set Up and Operatio
19. can log off CallPilot Manager and return to Unified Manager Do not log off Unified Manager Go to Configuring the Dialing Translation Table on page 39 P0935737 05 Chapter 2 Setting up Multimedia Call Center 39 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 3 Mony Services 47 65 138 69 Comprehensive Gl BCM 47 55 138 583 System D Dc D IP Telephony Call Detail Recordin LAN CTE Configural 2 a ulakudu Ice DHCP ONS IP Routing amp SNMP QoS Monitor D Web Cache Net Link Mgr D Alarm Service MAT VPN Policy Management NTP Client Settings Management Diagnostics Click the Services key and click the Voice Mail heading The CallPilot Manager screen appears On the Tools menu click Call Pilot Manager Admin The CallPilot Manager Administration Login page appears Tools Help CallPilot Manager Admin Summary r Summary Mame Call Pilot Manager Status pu o Version u Description BP Voice Mail In the Password box enter the CallPilot Manager password and click the Submit button 4 Set up Dialing Translation Tables so that when Call Center dials a callback number it first dials the routing code to access the PRI pool Call Cent
20. deleting 68 downloading 62 first time callers 54 lines busy 58 Multimedia Call Center unavailable 56 no agents logged on 56 no answer 59 no phone lines available 58 Multimedia Call Center Set Up and Operation Guide 82 Index Preferences 55 preferences saved 59 refresh 60 server down 56 59 session completed 58 subsequent callers 55 uploading 66 user busy 58 viewing 62 web refresh 60 Multimedia Call Center agent 41 42 49 agent interface 7 agent name 51 agent software 47 Call setup page 6 call types 8 caller interface 6 installing 14 IP address 49 overview 5 port address 49 reports Detail call report all calls 71 Detail call report by skillset 72 Summary call report all calls 69 Summary call report by skillset 70 reports generating 73 setting up 13 software authorization code 14 Multimedia Call Center calls assigning outgoing line 33 CLID DNIS routing 19 enabling call back 33 Intelligent Overflow rules 19 routing 19 Multimedia Call Center unavailable message 56 N No agents logged on message 56 No answer message 59 No phone lines available message 58 O Outdialing using PRI lines 26 P Phone line busy message 58 Port address 49 Preferences saved message 59 P0935737 05 Preferences caller 55 PRI lines 26 R Refresh message 60 Reports Detail call report all calls 71 Detail call report by skillset 72 generating 73 Summary call report all ca
21. web refresh messages This way callers hear a voice announcement while they view a related message You record Call Center messages using CallPilot Manager For information on recording Call Center announcements see the Call Center Set Up and Operation Guide Multimedia Call Center Set Up and Operation Guide 62 Chapter 4 Multimedia Call Center messages Downloading web pages and viewing web page lists If you want to customize a Multimedia Call Center page download it to your computer customize it and then upload it to Business Communications Manager 3 0 You can also view the lists of Multimedia Call Center files that are on your system To download web pages or view lists of pages 1 9 Point your web browser to the URL http voicebutton lt domain gt 6800 where lt domain gt is the domain name of Business Communications Manager 3 0 The Business Communications Manager 3 0 Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type your user ID In the Password box type your password Click the Login button The Unified Manager screen appears Click the Services key Click the Multimedia Call Center heading On the Tools menu click Multimedia Call Center Admin The Enter Network Password dialog box appears pa m3 Feb Toaa aret ae saa Huta Siini P EJ GCH 4T 85138 E db Edu Hara ares Cal Cartes Manage Saux Up E IP Telephony Weron nae
22. 7 The Multimedia Call Center agent interface 0 00 cc ee ri Multimedia Call Center call types 0 eens 8 PSTN voice and data calls 6 cs oe saxa d RIF be Fos CRESS dee 4 CH 8 How an agent centric PSTN voice and data call works 8 Om on TEN ass ara ae ae a eh ee ee TREE RI ed PS dne 9 How a data only call workS 6 on ck bd esie 93s ipeum RR Ed EXado eed s 9 Hequirements for using CallPilot Manager to set up Multimedia Call Center 10 HON O GELIO bocce ric dici d bs dici qe d ic Rar des FECE dC HS dO dodo BEE KSEE d d 11 Chapter 2 Setting up Multimedia Call Center 13 Creating a user account for Multimedia Call Center lus 13 Enabling a Software Authorization Code 0 0 0 nes 14 Setting Multimedia Call Center parameters 0 0 00 eee 16 Assigning routing to Multimedia Call Center calls lslllsn 19 How Multimedia Call Center calls work with Routing Tables 19 Routing Multimedia Call Center calls using the CLID DNIS table 20 Assigning a callback route for Multimedia Call Center 00 24 Configuring outdialing using PRI lines llle 26 Assigning an outgoing line to a line pool llle 33 Creating a Multimedia Call Center dial plan 0 0 0 0 cece eee 35 An example of a dial plan that restricts calls based on their country 35 Se
23. Part No P0935737 05 Multimedia Call Center Set Up and Operation Guide RTEL NETWORKS Multimedia Call Center Set Up and Operation Guide Copyright 2002 Nortel Networks All rights reserved 2002 The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks NA Inc The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license The software license agreement is included in this document Trademarks NORTEL NETWORKS is a trademark of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners P0935737 05 Contents Chapter 1 About Multimedia Call Center 0 00 ee 5 Overview of Multimedia Call Center 0 0 0 0 eee 5 How Multimedia Call Center works for callers 0 anaana cc cece eee 6 The Multimedia Call Center caller interface ee 6 How Multimedia Call Center works for agents 000 eee eee
24. Tools menu click Multimedia Call Center Admin The Enter Network Password dialog box appears 9 Inthe User Name box type your user name 10 In the Password box type your password 11 Click the OK button The System Administration page appears 12 Under the Reporting heading select the type of report you want to generate e summary Call Report All Calls e Detail Call Report All Calls e Summary Call Report By Skillset e Detail Call Report By Skillset Reporting View call statistics Choose the period and format for reporting todayy E Summary Call Report By Skillset HTML y summary Call Report All Calls HTML Archive the current reporting database andL etail Call Report All Calls aT ML Summary Call Report By Skillset HTML Archive Reporting Monitor active calls on the system Active Calls 13 From the View Report list box select the time period for the report e today includes calls completed on the current day up to the time the report is generated e current reporting period includes calls made since the last time the reporting period was archived 14 Press the View Report button to generate the report 15 If you want to archive the file used to generate the reports click the Archive Reporting button A message appears that asks you to confirm your request Click the OK button The report is stored in BCM Program Files Nortel Networks Voice Button System P0935737 05 Chapter 5 Viewing reports a
25. Y YY is a 4 digit year MM is a 1 or 2 digit month DD is a 1 or 2 digit day The Call Center log file is generated in D st stlog out To view a log file 1 Point your web browser to the URL http voicebutton lt domain gt 6800 where lt domain gt is the domain name of Business Communications Manager 3 0 The Business Communications Manager 3 0 Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type your user ID In the Password box type your password Click the Login button The Unified Manager screen appears Click the Services key Multimedia Call Center Set Up and Operation Guide 78 Chapter 5 Viewing reports active calls and log files 7 Click the Multimedia Call Center heading The Summary screen appears E del Longus etian FPerhoemarnce 47 55 1 23 63 rs i uve Summary Add Delete Del All r Summary GP BCHC47 65138 69 Srem Name mined Cal Carter M LU mei Sanices status Up amp amp IP Telephony Venim mum amp amp Call Detall Recording eras D LAN CTE Configuration di Console Senice Description Multimedia Cal Certer Enter Hetwark Password e amp IP Rowling amp M SNMP qe Please tyne your uer name and password e d o5 Monitor amp B ab Cache Site 47 65 13969 amp E Hel Link Mgr amp i Alarm Senece Resin BCM G B HAT amp B vPH 4 Laer Mare G Policy Management
26. a sequence of web pages The agent can also push pages or screen captures to the caller For a phone and browser call the agent must answer the phone and then the agent interface and browser window appears on the agent s computer For a browser only call the agent interface and browser window appears right away 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 Call Center call The Multimedia Call Center agent interface The Multimedia Call Center agent interface has two windows The first window lets an agent control the progress of the call The second window displays the Multimedia Call Center web pages that the agent sends to a caller or that a caller sends to them Initiates a Takesascreen Controls whether Showstheurlof Shows the name Displays in the text chat capture of a web pages the web page and phone second window with the web page clicked by the the caller clicked number the caller the web page the caller window agentaresentto the voice button specified in the caller clicked the desktop etc the caller on Call Setup page voice button on d Multimedia Call Center Agent Monicor Microsoft Internet Explorer provided by Nortel Network Y 2 E m xl e ollow Me Browsing Caller Pat Smith ERROR amp Screen Capture Goodbye Hep Block Caller Connected from http 47 65 129 75 6800 ivb htmi
27. ail call report all calls 564644694 do ach KR SERA EE HAGE EDS RESO CR RE 71 Detail call report by skillset 0 0 0 ee eee 72 Generating Multimedia Call Center reports 0 0 0 0 cee eee 73 Monitoring active calls 4s usua deri sede sos ob edb wee cede Jo R REOR Rp CR od wns 75 LO UE 3B PEWERTIQQ TOT ITO DILLO TUTTI 77 ly 5 pes Oe Nw ee oe ee ee Ee Oe eR eee 81 P0935737 05 Chapter 1 About Multimedia Call Center This guide assists a Call Center administrator with installing and configuring Multimedia Call Center for Nortel Networks Business Communications Manager 3 0 This guide assumes that you are familiar with using Unified Manager and CallPilot Manager For more information refer to the Business Communications Manager 3 0 Programming Operations Guide and the CallPilot Manager Set Up and Operations Guide In this document the server that Multimedia Call Center is installed on is referred to as voicebutton lt domain gt where e lt domain gt is the domain name of the business for example nortelnetworks com e voicebutton is the host name of the server within the domain The server is usually called voicebutton although any unique hostname within the domain is acceptable Overview of Multimedia Call Center With Multimedia Call Center agents and callers can have multimedia calls that include e speaking over a Public Switched Telephone Network PSTN voice connection e text chatting e exchan
28. alling Multimedia Call Center software on an agent s computer e Configuring an agent s server settings e Configuring an agent s name Enabling Multimedia Call Center agents With the Nortel Networks Multimedia Call Center Software Authorization Code you can enable all your Call Center agents as Multimedia Call Center agents If you need more agents you can purchase additional agent Software Authorization Codes that enable an additional 1 4 8 16 or 32 agents To enable Multimedia Call Center agents 1 Follow the steps in Enabling a Software Authorization Code on page 14 to apply the Call Center Agent Software Authorization Code for the number of agents you want to enable 2 Do not log off Business Communications Manager 3 0 Follow the steps in Adding Multimedia Call Center agents to Call Center on page 42 to add Multimedia Call Center agents to Call Center Multimedia Call Center Set Up and Operation Guide 42 Chapter 3 Multimedia Call Center agents Adding Multimedia Call Center agents to Call Center To add Multimedia Call Center agents to Call Center 1 On the Unified Manager click the Services key 2 Click the Voice Mail heading The Voice Mail screen appears 3 On the Tools menu click CallPilot Manager Admin The Administration Login screen appears 47 655 138 65 5 Comprehensive p Saray e GJ BCMCAT 65138 69 amp System Harme Eal Pi Marr I U hd Pere ny Services Status E amp
29. ation Code e Setting Multimedia Call Center parameters e Assigning routing to Multimedia Call Center calls e How Multimedia Call Center calls work with Routing Tables e Routing Multimedia Call Center calls using the CLID DNIS table e Assigning a callback route for Multimedia Call Center e Configuring outdialing using PRI lines e Assigning an outgoing line to a line pool e Creating a Multimedia Call Center dial plan e Anexample of a dial plan that restricts calls based on their country e Setting the Maximum Outcalling Channels e Configuring the Dialing Translation Table Creating a user account for Multimedia Call Center You have the option of creating user accounts that let several people have access to Multimedia Call Center settings A user account lets users access their 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 pages and viewing web page lists Another example is 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 For information on creating user accounts refer to the Business Communications Manager 3 0 Programming Operations Guide Multimedia Call Cente
30. ations Manager 3 0 using the procedure in Uploading or deleting web pages on page 66 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 3 0 to your desktop Refer to Downloading web pages and viewing web page lists on page 62 Customize the MSG html file N 3 Save the new customized file in your local directory Save the new file with a new name such as abc msg html 4 Logon to Business Communications Manager 3 0 using the ABC Computer Company User ID and password For more information about user accounts see Creating a user account for Multimedia Call Center on page 13 O1 Upload the file Refer to Uploading or deleting web pages on page 66 An 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 62 2 Upload the files using the procedure in Uploading or deleting web pages on page 66 e In the Interface name text box type spanish e In the Remote file name text box type msg html e In the Local file text box type the local path to the customized msg html file or use the Browse button to help you locate the file on your desktop e Click the Add F
31. create In the To box type the highest agent ID number of the agents you want to create The Agent ID numbers you enter must be between 1 and 250 Select the Supervisor check box if you want the agents to have Supervisor status Select the Automatic Answer check box if you want calls to be force delivered to the agents From the Missed Call Option list box select Make Not Ready Return to Skillset or Automatic Logout From the Accepted Call Types list box select whether the agent takes voice button calls or Call Center and voice button calls See Accepted Call Types on page 46 more information e Select Voice Button if you want the agent to take voice button calls e Select Both if you want the agent to take voice button and Call Center calls 10 Click the Submit button Note Any agents who have an agent ID number that is between the numbers you enter gt in the From and To boxes are not changed These agents are not included in the number of agents added Multimedia Call Center Set Up and Operation Guide 46 Chapter 3 Multimedia Call Center agents Accepted Call Types The Accepted Call Types parameter determines what type of calls are routed to an agent This parameter also determines whether an agent must log onto a telephone Multimedia Call Center or both This table shows what capabilities agents have depending on their Accepted Call Types and what they are logged onto Can you have Can you have phone and b
32. ctive calls and log files 75 Monitoring active calls You can monitor active Multimedia Call Center calls To monitor active calls 1 Point your web browser to the URL http voicebutton lt domain gt 6800 where lt domain gt is the domain name of Business Communications Manager 3 0 The Business Communications Manager 3 0 Unified Manager screen appears 2 Click the Configure button The Login screen appears In the User ID box type your user ID In the Password box type your password Click the Login button The Unified Manager screen appears Click the Services key Click the Multimedia Call Center heading The Summary screen appears Group onfiguralnon Ferlormarna 57 85 1 8 89 ompiehenan Summary Vdd Delete Del All r Summary F CJ BOM 647 645 138 695 amam Mame us itimedss Cal Center Manager a Oty Sarwicaes 8 IP Telephony T amp Call Detail Recording ersion 31 0 10 28 t LAN CTE Configuration d Console Senice Description Multimedia Cal Certer OWS Enter Network Password amp amp IP Routing 4 GNMP qe Please type your user name and pastrand e amp Oo Manstar e B ab Cache Site 476513969 amp amp Nei Link Mgr D Alarm Senece Resin ECH c E HAT amp B vPH User Name Policy Management amp NTP Client Settings Password vr Management I Save this passsoid in pouw parso bet Diagnostics 8
33. ddress of your Business Communications Manager system If you use a dedicated firewall proxy server enter its external IP address 10 In the Signature box enter the signature you want to use The signature is a tag that appears on Unified Manager pages for Multimedia Call Center The default signature is Nortel Networks Multimedia Call Center You can change the signature Multimedia Call Center Set Up and Operation Guide 18 Chapter 2 Setting up Multimedia Call Center 11 From the Keep log files for list box select how long you want to keep log files The default is 20 days 12 Click the Update Params button A message appears that the parameters are updated Multimedia Call Center Message Nortel Networks Multimedia Call Center Updated server params 13 Do not log off Business Communications Manager 3 0 Go to Assigning routing to Multimedia Call Center calls on page 19 P0935737 05 Chapter 2 Setting up Multimedia Call Center 19 Assigning routing to Multimedia Call Center calls You must assign how Multimedia Call 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 Call Center Web Developer Guide for details You specify the skillsets to be used to the web developer who includes this information on the customized web pages for your company If you use Professional Call Center you can also us
34. e use the relative path ivb media to refer to uploaded media files For example if you upload the file logo jpg to the media interface in a custom HTML files reference the file by including a tag such as lt IMG SRC ivb media logo jpg gt Multimedia Call Center Set Up and Operation Guide 68 Chapter 4 Multimedia Call Center messages 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 Call Center agents to import the list Note You must use Internet Explorer for the web page lists you create and distribute Netscape is not supported To create a list of web pages 1 In your browser create a folder for the new list of web pages Create a folder name that 1s easy to identify Browse to the pages you want to bookmark Bookmark each page and save each bookmark in the folder you created To start the Import Export Wizard on the File menu click Import and Export Save the folder you created to a network drive oO 01 fF c N Send an email to the agents that they should import the new folder into their Favorites In your email tell the Multimedia Call 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 agent
35. e key for the destination code you created Click the Schedules key and click the Normal heading 16 In the Use route box change the route number to 002 17 Configure the absorb length From the Absorb length list box select an absorb length Set the absorb length so that the routing code is not actually dialed P0935737 05 Chapter 2 Setting up Multimedia Call Center 31 In this example 8A is the destination code with an absorb length of 1 This means that the 8 is absorbed and only the digits after it are dialed out on the PRI line brittney Comprehensive 8A Mormal 9 Gl BCM brittney af System em Use route Route Dra Ral Resources ect he 1 9 Telephony Semices Sg z System DNs amp Lines amp Restriction filters T ai routing Destination codes Q B Schedules amp Wild cards Scheduled services System speed dial General settings Hunt groups amp Companion Hospitality Telco features IP Telephony 18 Now configure the public DN length This is the length of digits after the prefix that agents can dial Click the General settings key click the Dialing plan key click the Public Network Multimedia Call Center Set Up and Operation Guide 32 Chapter 2 Setting up Multimedia Call Center key click the Public DN lengths key and from the list select the prefix that selects PRI for outdialing In this example the prefix is the numb
36. e the callback number information for a Multimedia Call 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 column Note The skillset defined in the html tag is used unless there is an overriding rule in the CLID DNIS table How Multimedia Call Center calls work with Routing Tables When you set up your Call Center you create Day and Night Routing Tables for each skillset To route Multimedia Call Center calls effectively you must understand how routing steps affect Multimedia Call Center calls For example you can set up the Night Routing Table so that when your Call Center is closed Multimedia Call Center calls will transfer to a mailbox or another number Before a Multimedia Call Center call is connected to an agent these 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 Call Center call is connected to an agent these actions route the call as expected e Overflow to other skillsets e Move to another skillset e Change priority of call For information about setting up Day and Night Routing Tables refer to the Nortel Networks Call Center Set Up and Operation Guide Multimedia Call Center Set Up and Operation Guide 20 Chapte
37. er 8 and the DN length is 10 digits brittney T Comprehensive Prefix 8 Delete i PIENE 9 G BCM brittney 2 lta n DN prefix Resources A KAE A T elephony Services 214 DN lengt SSS System DNs Lines Restriction filters Call routing Scheduled services System speed dial O General settings Feature settings Nortel IP terminals Timers Direct dial n p i Dialing plan ae Q Public DN lena Prefix Defa Prefix 0 Prefix 00 Prefix 01 Prefix 011 Prefix 1 19 Log off Unified Manager Do not Assign an outgoing line to a line pool Go to Creating a Multimedia Call Center dial plan on page 35 P0935737 05 Chapter 2 Setting up Multimedia Call Center 33 Assigning an outgoing line to a line pool You must assign an outgoing line to a line pool so that Multimedia Call Center accepts callback calls In this example a line is assigned to Pool A You do not need to do this procedure if you use PRI lines To assign an outgoing line to a line pool On a telset enter Feature 985 to display the Voicemail DN On the Unified Manager screen click the Services key Click the Telephony Services key Click the System DNs key Click the All System DNs key Click the key for the Voicemail DN Click the Line access heading CON OO Oh FBP OQO N From the Prime Line list box select Pool A roug 47 65 138 69 I omparshenzieng e E GCM 47 65
38. er can use callers phone numbers as entered Click the Configuration heading and click the Dialing Translation Table link The Dialing Translation Table page appears Multimedia Call Center Set Up and Operation Guide 40 Chapter 2 Setting up Multimedia Call Center 5 Click the Add button The Dialing Translation Setup page appears NEO Rl Works Configuration Mailbox Administration Please choose a configuration option Dialing Translation Table Auto Attendant Custom Call Routing Input Value Output Value Commands Add Networking Call Center Reports Dialing Translation Setup SYSTEM Properties Dialing Translation Properties input TUe Dialing Translation Table Output Value WTS Prope lg Access Passworda Fax Properties Operations 6 Inthe Input Value box enter the number you want to translate In the Output Value box enter what you want to translate the number to In this example the number 4 is translated to 84 This means that when a Multimedia Call Center callers enters a number that starts with 4 Call Center automatically adds the prefix 8 7 Click the Submit button P0935737 05 41 Chapter 3 Multimedia Call Center agents Setting up Multimedia Call Center agents involves e Enabling Multimedia Call Center agents e Adding Multimedia Call Center agents to Call Center e Adding more than one agent e Inst
39. er clicks the voice button icon on a web page 2 The call setup page Call setup page for first time callers on page 54 appears for first time callers If the caller is not a first time caller step 4 occurs 3 Inthis example the caller enters their phone number name and area code The caller can specify that their call is e by browser only a text chat with an agent e by phone and browser a PSTN voice call and text chat with an agent A request for an agent 1s sent over the IP network to the call center While the caller is waiting web refresh html pages are displayed in their browser that correspond to the announcement they would hear if they were on a PSTN voice call A new web page can be pushed for every Call Center announcement When a Multimedia Call Center agent becomes available the caller s phone rings The caller answers the call The Call Center routes the PSTN voice portion of the call to the Multimedia Call Center agent The agent s set rings and displays www to signify that the call is a voice button call 9 The agent answers the call on their set and the agent s and the caller s audio path are connected and the agent and caller s web pages are synchronized The Multimedia Call Center agent interface on page 7 appears in the agent s browser and the The Multimedia Call Center caller interface on page 6 appears in the caller s browser 10 The agent pushes appropriate web pages to the caller The agent ca
40. ess Communications Manager 3 0 Go to Setting Multimedia Call Center parameters on page 16 Multimedia Call Center Set Up and Operation Guide 16 Chapter 2 Setting up Multimedia Call Center Setting Multimedia Call Center parameters You must set the system name public host name signature and how long the log files are kept To set Multimedia Call Center parameters 1 On the Unified Manager click the Services key 2 Click the Multimedia Call Center heading The Summary screen appears 3 Onthe Tools menu click Multimedia Call Center Admin The Enter Network Password dialog box appears e oC BCMCAT 65138 68 E Salem TO Services E aed is Services amp amp IP Telephony amp Call Detail Recording D LAN CTE Configuration B Console Senice amp ONS e IP Raulinmg c m SNMP amp amp i055 M onsar e gi Vieb Cache amp amp Hei Link Mgr amp B Alarm Seneca amp HAT e g vPH amp Policy Management T NTP Client Settings i rum T D hlanagement d Diagnostics pari FPerliemanzs e Summary Hr Summary Name biuimadis Cal Cerker Manager Shahus Up Verzion m1 10 28 Description Mutimedis Cal Carter NE Enter Hetwork Password Sie 47 5 138 E3 Haa BOM User Name Famed Save Ihi password in your passend sl 4 Inthe User Name box type your user name 5 Inthe Password box type your password P0935737 05 6 Click the OK button T
41. essages During a call a caller can see one or more of these status and error messages Multimedia Call Center displays these messages by creating an instance of the HTML template file called MSG html Multimedia Call Center unavailable message Callers see this message if they click the voice button while Business Communications Manager 3 0 1s not operational Multimedia Call Center Message Nortel Networks Multimedia Call Center We re sorry but Multimedia Call Center could not complete your call at this time The Multimedia Call Center server 1s not responding Possibly the system is down for maintenance or there is a network problem Please try again later MSG html No agents logged on message Callers see this message if there are no Multimedia Call Center agents logged on Multimedia Call Center Message Nortel Networks Multimedia Call Center Sorry your call could not be completed There are no agents available to take your call at this time Please try again later MSG html P0935737 05 Chapter 4 Multimedia Call Center messages 57 Bad calling preferences message Callers see this message if the phone number they enter in the call setup page is improperly formatted or if Multimedia Call Center does not provide service to their calling area MSG html Multimedia Call Center Message Nortel Networks Multimedia Call Center We re sorry but Multimedia Call Center could not complete your call
42. generate reports after hours To generate a Multimedia Call Center report 1 Point your web browser to the URL http voicebutton lt domain gt 6800 where lt domain gt is the domain name of Business Communications Manager 3 0 The Business Communications Manager 3 0 Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type your user ID In the Password box type your password Click the Login button The Unified Manager screen appears Click the Services key Click the Multimedia Call Center heading The Summary screen appears Group Summary Samir ye 476513869 CJ BOM AF 55 1 385 59 1 Ee System Hama amedaCMEererManepa 22222220 dia Cal Carter Ma F u T a dp eServices Status Up Se Call Detail Recording a amp LAN CTE Configuration Console Service D escriphan psitimedis Call Certe c m DNS Enter Hetwork Password amp IP Rauling gt ONMP qe Please hype your uer name and pazreond e d Oo8 Mondar e gi web Cache Site 47 65 1330 63 amp Hei Link Mar amp Alarm Seneca Ren BD amp E HAT G B VPH User Mame o amp Policy Management amp d NTP Client Settings Password T IR T d wanagement Save this patsword in your password kl Diagnostics Multimedia Call Center Set Up and Operation Guide 74 Chapter 5 Viewing reports active calls and log files 8 On the
43. ging and viewing web pages e viewing screen captures sent by an agent Multimedia Call Center Set Up and Operation Guide 6 Chapter 1 About Multimedia Call Center How Multimedia Call Center works for callers When callers on a website click a voice button html image the Call setup page for first time callers on page 54 appears for first time callers 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 Call Center call types see Multimedia Call Center call types on page After a caller specifies their preferences the voice button call enters the Call Center Based on the rules created by the Call Center Administrator the request for an agent 1s sent to the appropriate skillset If an agent is not immediately available the caller can receive periodic html messages web refresh The Call 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 The Multimedia Call Center caller interface on page 6 appears in the caller s web browser The Multimedia Call Center caller interface
44. he System Administration page appears Other Administrative Functions View system parameters Sew Params Examine system log files Examine Logs Chapter 2 Setting up Multimedia Call Center 17 7 Under the Other Administrative Functions heading click the View Params button The System Parameters page appears 8 9 Tj Multimedia Call Center System Administration Microsoft Internet Explorer provided by Ne rtel Net lOl x File Edt View Favorites Tools Help eek gt OA A Ash farevowes Qe Gar St el EO R fa Te ee slo riera irl TT Aerer mori eco unis Address http j 47 65 129 75 6800 vb cgi bin VBAdmin exe System Administration System Parameters System name is the name of the RCM Public hostname is the fully qualified domain name FQDN of the publicly accessible system either the ECM itself or a dedicated Internet proxy server system name Public hostname pcalymm Signature is used on MICC web pages to identify the product Keep log files for eu days Update Params Back to Main Pase In the System name box type the host name of your Business Communications 3 0 system In the Public host name box type the appropriate public host name for your system Ask your network administrator how your system is set up If you have no firewall or you use Business Communications Manager 3 0 as the firewall enter the external IP a
45. ialing Translation Table on page 39 Do not log off If you use PRI lines go to Assigning an outgoing line to a line pool on page 33 If you use a line pool go to Configuring outdialing using PRI lines on page 26 Multimedia Call Center Set Up and Operation Guide 26 Chapter 2 Setting up Multimedia Call Center Configuring outdialing using PRI lines If you use Primary Rate Interface PRI lines you must configure the outdialing for your Call Center If you don t go to Assigning an outgoing line to a line pool on page 33 1 2 Oo Ow hA On Unified Manager click the Resources key and click the Media Bay Modules key Click the Bus key for the module number of your PRI Media Bay Module Ask your System Administrator or Installer for the module number of your PRI Media Bay Module For information about dipswitch configuration refer to the Business Communications Manager 3 0 Installation and Maintenance Guide Click the Modules on Bus key and click the Module 1 heading 47 65 138 63 z Lomprehensive Bus 02 Module 1 Bus 02 Module 1 Module type PFI m aT z H of Iines Inops o WAN aa ia Domino arr 2 Low line leap Line 241 Media Bay Modules A High lineloop Line 233 e A HUE on bus Era IN 7 PUTIS UIT AN NSF Extension None I Bus 03 Bus O04 B channel selection sequence Descending Sequential O Gal BCM 47 55 138 58 jaa
46. idemoimainpage htm View This Page A tronc Have Lor Homepage Mictazott IMemet UE EUEITULTTTT TENE R Opens Fie Edt View Favorites Tools Hep Help qa Back T ah x 2 AT Sech E Favorites S Hislop Hr E rj x 2 EIS Ends he Address j Ha T 65138 65 BEBO rb Emden manpas hii browser Favorites x session njadd Q organize C Commerce a C Links Blocks Heda a caller rd Multimedis Cal Carter Links Exotic Travel Corp Home id Alican Satan gj Asien Pache Tou EJ Akan Arctic Adventure Contains a L Usability ard User Intesiace i C wing reference preset list of id web pages Ej Doge ag Hoima E Justine Tire PE T raining Yeb 2 Mictosoll Windows Update a MSH com i MSH Lei m is UENIT Multimedia Call Center Set Up and Operation Guide 8 Chapter 1 About Multimedia Call Center Multimedia Call 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 Call Center agent PSTN voice and data calls PSTN voice and data calls use agent centric routing Aaent centric call After a caller clicks voice button the Call Center phones the caller when an agent is available The Call Center then connects the call to the agent How an agent centric PSTN voice and data call works For this type of call the caller has a separate PSTN voice and internet connection and is not using their telephone The call
47. ile button Multimedia Call Center Set Up and Operation Guide 66 Chapter 4 Multimedia Call Center messages Uploading or deleting web pages After you customize Multimedia Call Center web pages use this procedure to upload them to Business Communications Manager 3 0 You can also use this procedure to delete any customized files that are outdated misnamed or misfiled To upload or delete customized files 1 Point your web browser to the URL http voicebutton lt domain gt 6800 where lt domain gt is the domain name of Business Communications Manager 3 0 The Business Communications Manager 3 0 Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type your user ID In the Password box type your password Click the Login button The Unified Manager screen appears Click the Services key Click the Multimedia Call Center heading On the Tools menu click Multimedia Call Center Admin The Enter Network Password dialog box appears In the User Name box type your user name In the Password box type your password Click the OK button The System Administration page appears Customize View download customizable files ViewsDicvwnloed Files Add upload or delete a customized file Interface name Remote fle name i Local file Browse AddFile Delete File P0935737 05 Chapter 4 Multimedia Call Center messages 67 12 To upload files
48. 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 customize the default Multimedia Call Center message templates create lists of web pages that Multimedia Call Center agents push to callers 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 default Multimedia Call Center messages see e Call setup messages on page 54 e Status and error messages on page 56 e Web refresh message on page 60 downloading message templates see Downloading web pages and viewing web page lists on page 62 customizing messages see Customizing web pages on page 65 uploading web pages see Uploading or deleting web pages on page 66 creating and distributing lists of web pages see Creating and distributing web page lists on page 68 creating custom interfaces refer to the Multimedia Call Center Web Developer Guide Multimedia Call Center Set Up and Operation Guide 54 Chapter 4 Multimedia Call Center messages Call setup messages Call setup page for first time callers on page 54 shows the interface for first time callers Call setup page for subsequent callers on page 55 shows the interface for subsequent callers Call setup page for firs
49. ing multiple agents to Call Center 45 Agent Accepted Call Types 46 adding multiple agents to Call Center 45 name 51 server settings 49 software installing 47 Agent browser settings 50 Agents adding to Call Center 42 enabling 41 Announcements Call Center 61 recording 61 Bookmarks creating and distributing 68 exporting 68 Browser settings agent 50 Busy phone line message 58 C Call failed message 59 Call preferences incorrectly formatted message 57 Call types agent centric 8 19 caller centric 8 voice and data 8 Caller preferences page 55 Caller preferences Call setup page 6 CallPilot Manager browser requirements 10 computer requirements 10 system requirements 10 Calls routing 20 CallSetup message 54 Choose how to connect message 57 Connected message 60 D Detail call report all calls 71 Detail call report by skillset 72 Dial plan 81 about 35 example 35 F Favorites creating and distributing 68 exporting 68 First time callers message 54 Flash animations 51 Follow me browsing 51 H Help support and technical 11 IP address 49 J Java settings 50 L Lines busy message 58 Lines routing Multimedia Call Center calls 20 Log files about 77 viewing 77 Messages announcements 61 busy phone line 58 call failed 59 call preferences incorrectly formatted 57 Call Setup page 54 call transferred 60 CallSetup 54 choose how to connect 57 connected 60 customizing 65
50. lls 69 Summary call report by skillset 70 S Saved preferences message 59 Server down message 56 59 Session completed message 58 Software code 14 installing 41 Subsequent callers message 55 Summary call report all calls 69 Summary call report by skillset 70 Support 11 T Technical support 11 Troubleshooting browser 10 U User busy message 58 W Web page lists about 68 creating and distributing 68 deleting 68 downloading 62 exporting 68 naming 68 uploading 66 viewing 62 Web pages customization example 65 customizing 65 Web refresh message 60
51. meni pasword SSS ie Server Setup E x Login Login Server IP I Server Port OK Cancel In the Server IP box type the IP address of the voice button server In the Server Port box type the port number The default port number is 6800 Click the OK button Multimedia Call Center Set Up and Operation Guide 50 Chapter 3 Multimedia Call Center agents Configuring an agent s browser settings 1 2 4 On the agent s computer start Internet Explorer On the Tools menu click Internet Options The Internet Options dialog box appears Click the Advanced tab Internet Options TE General Security Privacy Content Connections Programs Advanced Settings HTTP 1 1 settings gt Use HTTP 1 1 C Use HTTP 1 1 through proxy connections Vh Java Sun Use Java 2 v1 4 0 for applet requires restart Ej icrosott VI Java console enabled requires restart Q Java logging enabled JIT compiler Far virtual machine enabled requires restart Multimedia Always show Internet Explorer 5 0 or later Radio toolbar Don t display online media content in the media bar Enable Automatic Image Resizing Enable Image Toolbar requires restart Play animations in web pages Play sounds in web pages 4 H Restore Defaults Under the Java Sun option clear the Use Java setting P0935737 05 Chapter 3 Multimedia Call Center agents 51 Configuring an agent s name Either
52. n Guide 36 Chapter 2 Setting up Multimedia Call Center 5 Right click the Restrictions heading and click Add The Add Restrictions dialog box appears 47 65 138 69 rehensive Delete Del All O Restriction filters Filter 00 Restrictic Filter 02 Filter 03 Filter 05 Filter 06 Filter 07 Filter 08 Filter 09 Filter 10 Filter 11 Filter 12 Filter 13 Filter 14 Filter 15 Filter 16 Filter 17 Filter 18 Filter 19 Filter 20 Filter 21 Filter 22 Filter 23 Filter 24 Filter 25 Filter 26 Filter 27 Pld son Delete All BCH Dialog Box Add Restrictions Digits EN Waming Applet Window 6 In the Digits box type the digits you want to restrict If your outdial type is Route enter the routing code before you add the digits you want to restrict For example if your routing code is 8 and you want to restrict numbers that begin with 403 enter 8403 7 Click the Save button 8 Click the Services key 9 Click the Telephony Services key 10 Click the System DNs key 11 Click the All system DNs key 12 Click the key for the Voice Mail DN or the DN of the skillset you want to add a restriction to 13 Click the Restrictions key 14 Click the Set Restrictions key 15 Click the Schedules key 16 Click the Normal heading P0935737 05 Chapter 2 Setting up Multimedia Call Ce
53. n have a text chat session with the caller Text chat is controlled by the monitor parameter P0935737 05 Chapter 1 About Multimedia Call Center 9 Data only call For this type of call the caller needs an Internet connection A data only call can include text chat and pushed web pages How a data only call works 1 The caller clicks the voice button icon on a web page 2 While the caller is waiting web refresh html pages are displayed in their browser that correspond to the announcement they would hear if they were on a PSTN voice call A new web page can be pushed for every Call Center announcement along with information such as the number of agents in the skillset and the number of calls 1n the skillset For a full list of CGI parameters see the Multimedia Call Center Web Developer Guide 3 When a Multimedia Call Center agent is available The Multimedia Call Center agent interface on page 7 appears in the agent s browser and notifies the agent that they have a call The Multimedia Call Center caller interface on page 6 appears in the caller s browser The agent pushes appropriate web pages to the caller The agent can have a text chat session with the caller Multimedia Call Center Set Up and Operation Guide 10 Chapter 1 About Multimedia Call Center Requirements for using CallPilot Manager to set up Multimedia Call Center You set up Multimedia Call Center using CallPilot Manager the web based administration tool Y
54. nload Multimedia Call Center button The File Download dialog box appears 9 Select the option to save the program or run it and then click the OK button The Save As dialog box appears 10 Navigate to where you want to download the file to and click the Save button 11 Locate the downloaded file and double click it to unzip it and install the Agent Notification software on the agent s computer We recommend you install the software in C Program Files Nortel Networks WVVoice Button Agent Notification Configuring Multimedia Call Center on a Windows 95 system Download this patch for each Multimedia Call Center agent who uses the Windows 95 operating system on their computer This patch upgrades the agent s WinSock32 to version 4 10 1650 To download the patch 1 On the agent s computer point the web browser to the Microsoft website at http www microsoft com 2 Search for Windows Socket 2 Update 3 Download the patch and follow the installation instructions P0935737 05 Chapter 3 Multimedia Call Center agents 49 Configuring an agent s server settings To configure an agent s server settings 1 To start the Multimedia Call Center software on the agent s computer click the Start button point to Programs point to Nortel Networks point to Multimedia Call Center and click Agent Notification The Agent Login Logout dialog box appears On the Options menu click Server Setup The Server Setup dialog box appears
55. nter 37 Edit Configuration Performance Fault Report Tools Logoff View Help 47 65 139 69 Comprehensive DN 222 Normal Add Delete Del Atl DN 222 Normal Resources Q Services 9 Telephony Services Q System DNs Active Companion DNs Active application DNs Inactive DNs AIL SDN DECT DNs g am m o DN General Line access Capabilities User preferences Q Restrictions Q atro ictiocn 7 Night Evening Lunch VoIP Sched 5 Sched B Line set restrictions Telco features DN 223 DN 224 17 In the Use filter box type the filter number The default restriction filter is 00 For more information on programming dialing plans and filters refer to the Configuring Business Communications Manager 3 0 Services section of the Business Communications Manager 3 0 Programming Operations Guide 18 Do not log off Go to Setting the Maximum Outcalling Channels on page 38 Multimedia Call Center Set Up and Operation Guide 38 Chapter 2 Setting up Multimedia Call Center Setting the Maximum Outcalling Channels When you install Multimedia Call 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 minimum number of voice ports to a number higher than the Outcalling Channels F
56. nter agent click the Change link for the agent The Change Agent page appears e If the agent has not been added to Call Center and you want to add a new agent as a Multimedia Call Center agent click the Add button The Add Agent page appears HERTEL UE oes Add Agent Aqent ID Name Supervisor Automath Arnewer Missed Call Option Make Not Ready Fuetum To Skillset Accepted Call Types vo ca voice 9 From the Accepted Call Types list box select whether the agent takes voice button calls or Call Center and voice button calls See Accepted Call Types on page 46 more information e Select Voice Button if you want the agent to take voice button calls e Select Both if you want the agent to take voice button and Call Center calls 10 Click the Submit button P0935737 05 Chapter 3 Multimedia Call Center agents 45 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 Start CallPilot Manager Click the Call Center heading Click the Add Many Agents link The Add Many Agents page appears Add Many Agents ID Range From fs 5upenrvisar Paatom atis Birti r Misses Call Option Plat 10 Mal Hot Ready aun To Skilleat Submit Cancel In the From box type the lowest agent ID number of the agents you want to
57. or information on how to change the minimum number of voice ports refer to the MSC Configuration chapter of the Business Communications Manager 3 0 Programming Operations Guide If you do not set the Maximum Outcalling Channels to higher than one callers see the Lines busy message on page 58 1 On CallPilot Manager click the Configuration heading 2 Click the System Properties link The System Properties page appears NORTEL NETWORKS Configuration Please choose a configuration ophon Custom Call Routing ENT T dpud OEE Networking 0 cantcomter Voice Mail Version 4 8 4 Call Center Max Outcalling Channels e Enable Group List E 54 Mailbox Administration E Papena Group List Leading Digit Dialing Transiation Preoerties Enable External Initialization Dialing Translation Table Switch Properties Make Directory Available docens Passes Enable General Delivery Mailbox Fax Properties Enable Redirect DM Operations Enable Bilingual 17709117131 4 Primary Language English Morth American Alternate Language English Marth American Canadian Pronunciation tor Moth American English only Directory Search By Last Name amp Enable CallPilot User Interface Name Prefix Special Prefix Primary Ul Style cane In the Max Outcalling Channels box type a value higher than 1 Click the Submit button You
58. ormation about using CallPilot Manager or Nortel Networks Call Center refer to the CallPilot Manager Set Up and Operation Guide and the Nortel Networks Call Center Set Up and Operation Guide P0935737 05 Chapter 1 About Multimedia Call Center 11 How to get help USA and Canada Authorized Distributors Technical Support Telephone 1 800 4NORTEL 1 800 466 7835 If you already have a PIN Code you can enter Express Routing Code ERC 196 If you do not yet have a PIN Code or for general questions and first line support you can enter ERC 338 Website http www nortelnetworks com support email naitas nortelnetworks com Presales Support CSAN Telephone 1 800 4NORTEL 1 800 466 7835 Use Express Routing Code ERC 1063s EMEA Europe Middle East Africa Technical Support Telephone 00800 800 89009 Fax 44 191 555 7980 email emeahelp nortelnetworks com CALA Caribbean amp Latin America Technical Support Telephone 1 954 858 7777 email csrmgmt Q norteInetworks com APAC Asia Pacific Technical Support Telephone 61 388664627 Fax 61 388664644 email asia support nortelnetworks com Multimedia Call Center Set Up and Operation Guide 12 Chapter 1 About Multimedia Call Center P0935737 05 13 Chapter 2 Setting up Multimedia Call Center Setting up Multimedia Call Center involves e Creating a user account for Multimedia Call Center e Enabling a Software Authoriz
59. ou access CallPilot Manager on a web browser from a computer on your network System requirements Before you use CallPilot Manager to set up Multimedia Call Center you must have your Business Communications Manager 3 0 system configured and Call Center installed For how to enable a software authorization code refer to Enabling a Software Authorization Code on page 14 Computer requirements The computer you use to run CallPilot Manager must have e WinNT or Windows workstation running P133 or later CPU or compatible e 64 MB RAM 10 MB disk space e Minimum screen resolution of 1024 X 768 pixels Browser requirements To use CallPilot Manager you must have e Java Virtual Machine 5 0 build 5 0 0 3188 or later e either Microsoft Internet Explorer 4 0 or later or Netscape Communicator 4 0 5 or later but not Netscape 6 0 If you use Netscape Communicator set these parameters e Enable Java on e Cached document comparison every time e If you use Netscape Communicator version 4 77 and not all the Call Center settings shown in this guide appear in your browser refresh the browser by clicking the View menu and clicking Reload If you still cannot view the settings upgrade your browser If you use Microsoft Internet Explorer set these parameters e Check for newer versions every visit to the page e Java JIT compiler enabled on For more information about these settings refer to your web browser online Help For more inf
60. oup Lists 2 of Service Auta BAtrtendant Administrator Mailbox 102 Extension fioe Custom Call Routing Metior king l Last Hame SYSTEM_MANAGER Call Center First Name MB Class of Service i Reports Display In Directory rj Configuration Enable Message Waiting M Spoken Mame Mot Reconded Wolce Outdial Type None Line Pon j Alternate Ext 1 ri Alternate Ext 2 Enable Call Screening D Express Messaging Line Submit Cancel Operations P0935737 05 Chapter 2 Setting up Multimedia Call Center 25 3 Select an Outdial Type If you are not sure of which outdial type to select ask your System Administrator 4 If you 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 33 If your system uses PRI 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 on page 26 b create whatever calling restrictions you need including the routing code Refer to Creating a Multimedia Call Center dial plan on page 35 C configure the Dialing Translation Table Refer to Configuring the D
61. r 2 Setting up Multimedia Call Center Routing Multimedia Call Center calls using the CLID DNIS table If you do not want to use a CLID DNIS table continue with Assigning a callback route for Multimedia Call Center on page 24 1 On the Unified Manager click the Services key 2 Click the Voice Mail heading The Summary screen appears 3 Onthe Tools menu click CallPilot Manager Admin The Administration Login screen appears 47 65 138 59 amp System MESUT ES BH Ag 8 Services amp Telephony Services amp IP Telephony amp Call Detail Recording amp i IP Routing e B Swe amp GoS Montor amp Web Cache amp Net Link Mgr T Alarm Service HAT T B VP Policy Management NTP Client Setiings E p VER e 2 wanagement E Diagnoslics a x Summa Sary Mame ca Prol Manager Staus Up x Version 35 10 40 22 Descsplion BCM Voice Mai 4 Inthe Password box type your system administrator password P0935737 05 Chapter 2 Setting up Multimedia Call Center 21 Click the Submit button The CallPilot Manager screen appears N RTEL NETWORKS Administration Login Password Prompt for new password 7 a Diem KS Main Menu Mailbox Administration Add Mailbox Change Delete Mailbox Auto Attendant Group List Administration System Properties Custom Call Routing Operator Settings Logout
62. r Set Up and Operation Guide 14 Chapter 2 Setting up Multimedia Call Center Enabling a Software Authorization Code You enable Multimedia Call Center by enabling the Multimedia Call Center software authorization code on the Business Communications Manager 3 0 Unified Manager Before you enable Multimedia Call Center you must have Call Center installed on your system To enable the Multimedia Call Center software authorization code 1 Point your web browser to the URL http voicebutton lt domain gt 6800 where lt domain gt is the domain name of Business Communications Manager 3 0 The Business Communications Manager 3 0 Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type your user ID In the Password box type your password Click the Login button The Unified Manager screen appears Click the System key Click the Licensing heading The Licensing Setting screen appears On the Configuration menu click Add a Keycode The Applied Keycodes screen appears Group Licensing Sething Spates denie ORNs amp Resouces C g Saernices amp d Management i Diagnostics I BCh Dialog Box Applied Reycodes EL ee XJ P0935737 05 Chapter 2 Setting up Multimedia Call Center 15 9 Inthe Keycode box type the number of the keycode you want to enable 10 Click the Save button 11 Do not log off Busin
63. r call cannot be completed because Business Communications Manager 3 0 has no available phone lines Set the Maximum Outcalling Channels to more than one so that phone lines are available For more information refer to How Multimedia Call Center calls work with Routing Tables on page 19 Multimedia Call Center Message Nortel Networks Multimedia Call Center Sorry your call could not be completed All Multimedia Call Center lines are currently busy Please try again later MSG html P0935737 05 Chapter 4 Multimedia Call Center messages 59 Make call failed message Callers see this message if their call cannot be connected because there is a problem with the voice button server Multimedia Call Center Message Nortel Networks Multimedia Call Center Sorry your call could not be completed A technical problem has occurred on your system Please contact us using another method MSG html Preferences message Callers see this message after they enter their calling preferences in the call setup page Multimedia Call Center Message Nortel Networks Multimedia Call Center Your calling preferences have been saved MSG html No answer message Callers see this message if they do not answer their phone Multimedia Call Center Message Nortel Networks Multimedia Call 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
64. reen appears Business Communications Manager Unified Manager System Administrahon amp Management Configure z i Premetalled Chant Arees Home Page Wizards 5ggg Setup and Management Wizards Download Desktop Applications Call Pilot Manager Documentation Product Overview amp Tips Backup Restore Utility Product Mamtenance and Support 2 Click the Install Clients button The Download Client Applications page appears Multimedia Call Center Set Up and Operation Guide 48 Chapter 3 Multimedia Call Center agents 3 Inthe left frame under the Call Center Applications heading click the Multimedia Call Center link Note You must install Java Runtime Environment JRE before you download Multimedia Call Center to the agent s computer 4 Click the http javasoft com link and download JRE The File Download dialog box appears File Dovnload X You have chosen to downboad a file from this location j2re1_3_ Dvir ewe from 47 65 82 11 What would you ike to do with this fle C Runthis pragram from is current location f Save thie pogam fo disk Cancel More Into 5 Click the Save this program to disk option and then click the OK button The Save As dialog box appears 6 Navigate to where you want to download the file to and click the Save button Locate the downloaded file and double click the icon to install Java Runtime Environment 8 Onthe Download Desktop Applications page click the Dow
65. rowser only Type of calls Are you logged Are you logged browser Multimedia you can onto a onto Multimedia Can you have voice calls di receive telephone Call Center Multimedia Call Call Center Center calls calls m oe S 0 05 0 0 38 NWWewmib X8 0 0 Nw o Oo LL Miedo No w Ne 38 GEO ws 7 NS Ne Ne w 38 39 Y P0935737 05 Chapter 3 Multimedia Call Center agents 47 Installing Multimedia Call Center software on an agent s computer You must install and configure the Multimedia Call Center software on the computer of each Multimedia Call Center agent Requirements for agents using Multimedia Call Center To use Multimedia Call Center agents must have Internet Explorer 5 5 with SP 2 or a later version of Internet Explorer any of these operating systems Windows 95B Windows 98SE Windows NT4 SP5 or later Windows 2000 Windows ME or Windows XP a Pentium II processor at 233MHz minimum Pentium III at 500MHz or higher recommended 64 MB of RAM minimum 128 MB or higher recommended 30 MB of free hard drive space a network card and an Internet connection To install Multimedia Call Center software on an agent s computer 1 On the agent s computer point the web browser to the URL http voicebutton lt domain gt 6800 where lt domain gt is the domain name of Business Communications Manager 3 0 The Business Communications Manager 3 0 Unified Manager sc
66. s System speed dial General settings Hunt groups Companion Hospitality Telco features IP Telephony Call Detail Recording LAN CTE Configuration Console Service Voice Mail Multimedia Call Center IVR DHCP DNS Multimedia Call Center Set Up and Operation Guide 30 Chapter 2 Setting up Multimedia Call Center 13 To configure destination codes click the Destination codes heading and click the Add button The BCM Dialog box appears brittney Comprehensive Add Del AN BCM Dialog Box r ica Add Destination codes Services A Destination code Telephony Services 22 2 System DNs Lines P Dc inn filters Save Cancel O Call routing Loa R eady o A Warning Applet Window Soma d Scheduled services Delete All System speed dial General settings Hunt groups Companion Hospitality Telco features IP Telephony Call Detail Recording LAN CTE Configuration Console Service Voice Mail Multimedia Call Center amp Q IVR DHCP DNS IP Routing SNMP 14 In the Destination code box 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 15 Click the Destination Codes key and click th
67. s so you can notify all the agents with one email Whenever you create or update a web page list notify the agents to copy the list to their computer P0935737 05 69 Chapter 5 Viewing reports active calls and log files There are four reports you can generate that show the Multimedia Call Center activity on Business Communications Manager 3 0 Summary call report all a summary of call statistics over a specified time Calls Summary call report by a summary of call statistics for all skillsets over a specified time skillset Detail call report all calls a detailed list of all calls made over a specified time Detail call report by skillset a detailed list of all calls made by all skillsets over a specified time Note Active calls and calls waiting in skillsets are not included in reports gt To see all calls including Multimedia Call Center calls waiting in skillsets press Feature 909 on a Business Communications Series terminal Browser Only calls are not shown when you use Feature 909 Summary call report all calls The Summary call report for all calls shows e total number of Multimedia Call Center calls completed e total number of text calls completed e total number of calls transactions e total time of all calls e average time per call Multimedia Call Center Set Up and Operation Guide 70 Chapter 5 Viewing reports active calls and log files An example of a Summary call report for all calls
68. t time callers First time callers see this html form when they click the voice button icon on an html page Subsequent callers see this page if the voicebutton icon or Multimedia Call Center link includes the do_setup on parameter For information about the do_setup on parameter refer to Call preferences the setup command in the Multimedia Call Center Web Developer Guide Multimedia Call Center Preferences and Connection Multimedia Call 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 Call Center link these preferences will be used Bookmark this page to change your settings in the future Please complete the following information Full Name Bob Smith required 2 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 separate free phone line you can Ree receive the Voice portion of the session while m conducting the Browser portion of the session including area code over your Internet connection 291 9042 b ss the Connect Note there are no long distance charges utton C By Browser Only Text Chat with an agent a Click the Connect If you only wish to connect via text chat button 3 When you are ready click Connect CallSetup html P0935737 05 Chapter 4 M
69. tting the Maximum Outcalling Channels llle 38 Configuring the Dialing Translation Table eee 39 Chapter 3 Multimedia Call Center agents elres 41 Enabling Multimedia Call Center agents clle 41 Adding Multimedia Call Center agents to Call Center 00 0 aes 42 Adding more than one agent acad UU RR ERR RE ROR ARR e RN Ue eR Ede E RR D 45 Accepted Call Types uuuosaaedaenteeideseEdesiera Roe eradpuesibpaneu 46 Installing Multimedia Call Center software on an agent s computer 47 Requirements for agents using Multimedia Call Center 47 To install Multimedia Call Center software on an agent s computer 47 Configuring Multimedia Call Center on a Windows 95 system 48 Multimedia Call Center Set Up and Operation Guide 4 Contents Configuring an agent s Server settings 0 0c eee eee 49 Configuring an agent s browser settings 0 0 0 ee eee 50 Configuring an agent S name 1 ee ee eee eas 51 Using Follow me browsing Lug eco d Ped padri REOR eee edo We Red dex Feu Rc rad 51 Chapter 4 Multimedia Call Center messages e 53 Call setup messages lleeeeeeeeee ehh 54 Call setup page for first time callers llle 54 Call setup page for subsequent callers 0 0c cc ee eee ees 55 Status and error messages 644 6 0
70. ultimedia Call Center messages 55 Call setup page for subsequent callers Callers see this html form if they click the preferences link Callers can click the preferences link from the applet interface or a web page Multimedia Call Center Preferences Multimedia Call Center connects you to an agent when one becomes available This page sets your connection preferences The next teme you chick on the Multimedia Call Center link these preferences will be used Bookmark this page to change your settings in the future Confirm or modify the following information Full Mame required How would you like to connect Please select one By Phone and Browser Voice eonneetsion amet T ext Chat with an agent a Enter your phone number If you have a separate free j hone line you can recerve the including area code P rF E Vaice portion of the session while conducting the Browser postion of the session over your Intemet comme chor Click the Update Multimedia Call Mote there are no eng Center preferences button distance charges By Browser Only Text Chat with an agent a Slick the Update Multimedia Cal Ifyou only wish to connect via C enter preferences button teat chat 3 To update your preferences click the button Updata Multimedia Call Center preferences Preferences html Multimedia Call Center Set Up and Operation Guide 56 Chapter 4 Multimedia Call Center messages Status and error m
71. uting rule you created appears in this table The CLID DNIS Routing table below shows three examples of Multimedia Call Center rules NEO Rl Works Intelligent CLID DNIS Routing Mailbox Administration CLID ANI DHIS Action Commands 4021 Skillset 1 Inset Change Delete Auto Attendant Line Custom Call Routing Voice Button 4033 Skillset 2 Priority 18 Inger Change Delete Voice Button 4053 Priority 8 Insert Change Delete Networking Voice Button Skillset 2 Priority 4 Insert Change Delete End Insert Call Center Agent List Add Many Agents Skillset List In the first Multimedia Call Center rule Multimedia Call Center calls with a CLID or ANI of 4033 are routed to skillset 2 and given a priority of 18 In the second Multimedia Call Center rule Multimedia Call Center calls with a CLID or ANI of 4053 change to a priority 8 In the third Multimedia Call Center rule Multimedia Call Center calls that do not match the other rules shown in this table are routed to skillset 2 and given a priority of 4 You can use the wildcard character for Multimedia Call Center rules For example if you want to program all Multimedia Call Center calls from a specific area code such as 403 to have a high priority and go to skillset 1 select Voice Button enter 403 and select priority 1 and skillset 1 10 Do not log off CallPilot Manager Go to Assigning a callback route for Multimedia Call Center on page 24 and assign a
72. you or the agent can enter the agent name that is displayed to callers 1 To start the Multimedia Call Center software on the agent s computer click the Start button point to Programs point to Nortel Networks point to Multimedia Call Center and click Agent Notification The Agent Login Logout dialog box appears 2 On the Options menu click Agent Name The Agent Preferences dialog box appears Agent Id l Password i Agent Preferences E zal x Login Agent Mame This name will be sent to the web caller OK Cancel 3 Inthe Agent Name box type the agent name that will be displayed to callers 4 Click the OK button 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 they must tell the caller to display the page by for example clicking the Next button or telling them what to click on the page to display the next page Multimedia Call Center Set Up and Operation Guide 52 Chapter 3 Multimedia Call Center agents P0935737 05 53 Chapter 4 Multimedia Call Center messages Multimedia Call Center messages are messages that are sent from a business web site to callers who are customers contacts or surfers that have contacted the business These messages assist customers

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