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Avaya Multimedia Call Center User's Manual

1. P0935737 06 Chapter 5 Viewing reports active calls and log files 69 Generating Multimedia Call Center reports Note Generating reports can put an additional load on Business Communications gt Manager Avoid generating reports during periods of peak activity If possible generate reports after hours To generate a Multimedia Call Center report 1 Point your web browser to the URL https voicebutton lt domain gt where lt domain gt is the domain name of Business Communications Manager The Business Communications Manager Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type 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 47 65 138 69 Comprehensive Add Delete Del All Summary G BOM 47 65 138 69 System Name Multimedia Call Center Manager Resources 9 Services U Telephony Services SERS EP IP Telephony Version aa203028 2222 Call Detail Recording 30 20 30 28 LAN CTE Configuration Sa Console Serice Description Multimedia Call Center voice Mail Multimedia Call Center gt IVR DHCP DNS IP Routing SNMP QoS Monitor Web Cache Site 47
2. cece eens 52 No agents logged on message eaaa ae ewe 52 Bad calling preferences message aaa aaa aaa aaa 53 Choose how to connect message eaaa 53 Session completed message 0 e eee eee eee 54 User BUSY MESSAGE sends reteicecieebididvareteigebedeated Bg Wda 54 Lines busy MESSAGE aaa GN a de hE nter rn e Eee EER Rawal 54 Make call failed message lt aaa eee 55 Pisin ente esses saa aan aee a Bk ET E owed 55 No answer MGSSage a asas etic epider nee Kee Mee ee eee dane 55 Connected message kaa e aaa a Ka AK KE BAGE ANGSA BG KR BAN E A AA 56 Call transferred message ce eee 56 Web relresh Message sees cc eed eke Ra a ERRIA ER E RSE ERE EERO RR 56 Recording Multimedia Call Center announcements 0000e seen eee 57 Downloading web pages and viewing web page lists eee eae 58 Customizing Web pages asa kaa a eeu a gk Ba ak sawed adoe ss Pees eben ye ads 61 Overviews of downloading customizing and uploading pages 61 Uploading or deleting web pages cece ect ete tenes 62 Creating and distributing web page lists eee ee 64 Chapter 5 Viewing reports active calls and log fileS cee ee eee eee 65 Summary call report all call csi ee ed ee ew Sa ee yd 65 Summary call report by Skillset sairip aaa iiki wae ee cede eee bas ciks kis eo 66 Detail callirapork lt All Calle cess ceed aa ee ebeie des
3. Group brittney Comprchensiv Route 002 Delete DA Route 002 9 GCM bnttney Esenas amp System gt i Ure podl PRIA X i Resourcas 9 Services Telephony Services Tem OR DN pe Puke 7 Restriction filters FP Cal routing Q Routes Route 000 Route 001 Destination codes Scheduled services System speed dial General setings Hum groups Companion Hospitality Telco features IP Telephony Call Detail Recording LAN CTE Configuration Console Senice Voice Mal MuSmedia Call Center WR OHCP ONS A RAB nn SSAA SASK IIS 12 To configure destination codes click the Destination codes heading and click the Add button The BCM Dialog box appears Group bettney Comprehensive asst Dette oaran CM Dialog Bor xj ee z Add Destination codes ceme Scheduled semces System speed dial General settings Hunt groups Companion Hospitality Telco fatures IP Telephony Call Detail Recording LAN CTE Configuration Console Service Voice Mail Mullimedia Call Center eon DHCP DNS IP Rowing SNKP amni 13 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 14 Click
4. Submit Cancel 9 Select how you want Multimedia Call Center calls to be routed e Ifyou 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 e Select the action and call priority e Click the Submit button The Intelligent CLID DNIS Routing page appears The routing rule you created appears in this table The CLID DNIS Routing table below shows three examples of Multimedia Call Center rules NORTEL NETWORKS Main Logont Help Intelligent CLID DNIS Routing Mailbox Administration Auto Attendant Line CLID ANI DNIS Action Commands 4021 Skilset 1 Insert Change Delete Custom Call Routing Voice Button 4033 Skilset 2 Priorty 18 Insert Change Delete ee Voice Button 4053 Priority 8 Insert Change Delete Networking Voice Button Skillset 2 Priority 4 Insert Changs Delete End Insert Call Center Ager List e Add Many Agents Skillset List P0935737 06 Chapter 2 Setting up Multimedia Call Center 23 e 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 e Inthe second Multimedia Call Center rule Multimedia Call Center calls with a CLID or ANI of 4053 change to a priority 8 e Inthe third Multimedia Call Center rule Multimedia Call Center calls that do not match the other rules s
5. To assign a callback route for a skillset or the System Administrator mailbox 1 On CallPilot Manager click the Mailbox Administration heading The Mailbox List page appears 2 Click the Change link for the mailbox that you want to assign a callback route to either the Mailbox Administration Auto Attendant Networking Configuration Operations NORTEL NETWORKS Add Maiibox Change Delete Mailbox Add i Custom Call Routing Call Center Reports Mailbox List Name GENERAL _DELIVERY MB SYSTEM_MANAGER M Type Commands General Delivery Change Activity Reset Password Administrator Change Activity Reset Password system administrator mailbox or the skillset mailbox NORTEL NETWORKS 3 Select an Outdial Type thin Logout Map Administrator Mailbox 102 Extension Last Name First Name Class of Service Display In Directory Enable Message Waiting Spoken Name Outdial Type Alternate Ext 1 Alternate Ext 2 Enable Call Screening Express Messaging Line Submit Cancel 102 SYSTEM_MANAGI If you are not sure of which outdial type to select ask your System Administrator P0935737 06 Chapter 2 Setting up Multimedia Call Center 25 e 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 o
6. 10 Click the Submit button P0935737 06 Chapter 3 Multimedia Call Center agents 43 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 NORTEL NETWORKS man Logout Hip Add Many Agents ID Range From Supervisor I utomati An matic r nswer Missed Call Option Accepted Voice H Call Types Voice Make Not Ready Return To Skillset Submit Cancel In the From box type the lowest agent ID number of the agents you want to create In the To box type the highest agent ID number of the agents you want to create The Agent ID numbers you enter must be between 1 and 250 Select the Supervisor check box if you want the agents to have Supervisor status Select the Automatic Answer check box if you want calls to be force delivered to the agents From the Missed Call Option list box select Make Not Ready Return to Skillset or Automatic Logout From the Accepted Call Types list box select whether the agent takes voice button calls or Call Center and voice button calls See Accepted Call Types on page 44 more information e Select Voice Button if you want the agent to take voice button calls e Select Both if you wa
7. 2083 n0 0a a Ni English North American z English North American z I tor North American English onty Last Name 4 In the Max Outcalling Channels box type a value higher than 1 Click the Submit button You 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 36 Multimedia Call Center Set Up and Operation Guide 36 Chapter 2 Setting up Multimedia Call Center 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 1 Click the Services key and click the Voice Mail heading The CallPilot Manager screen appears 2 On the Tools menu click Call Pilot Manager Admin The CallPilot Manager Administration Login page appears Group 147 65 138 69 comprehensive Add Detete Dei An Summary GD BCM 47 65 138 69 System Name Cal Piot Manager Resources Call Pilot Manager 9 Sernices Telephony Services Status Up IP Telephony Version Ka E D Call Detail Recordi LAN CTE Configura Console Service Description BCM Voice Mail Voice Mail Voice Button Summary DHCP DNS IP Routing SNMP QoS Monitor Web Cache Net Link Mor Alarm Service NAT VPN Policy
8. ngs Feature setings Nortel IP terminals Timers Direct dial amp CAP assi 18 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 32 Multimedia Call Center Set Up and Operation Guide 30 Chapter 2 Setting up Multimedia Call Center 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 O N Oo a FWD From the Prime Line list box select Pool A CYA RETO Comprehensive DN 221 Line access DN 221 Line access Pine fine Poot A 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 P0935737 06 Chapter 2 Setting up Multimedia Call Center 31 13 Make sure that Access code is set to 9 14 Click the Lines key and click the key for the number of the line you want to use for outdia
9. where lt domain gt is the domain name of Business Communications Manager The Business Communications Manager Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type your user ID In the Password box type your password Jof Help Multimedia Call Center Admin Name Multimedia Call Center Manager Status Up Version 30 20 30 28 Description Multimedia Call Center m Enter Network Password gt Please type your user name and password 4 Site 47 65 138 69 Realm BCM User Name Password Save this password in your password list Cancel 8 On the Tools menu click Multimedia Call Center Admin 9 The Enter Network Password dialog box appears In the User Name box type your user name Multimedia Call Center Set Up and Operation Guide 72 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 Internet Voice Button Voice Button Call Monitor Active calls Thu Oct 18 14 07 72 2001 a Se a WPA wera iat Pa lt SETA Tasih m nay pO Duration Group Request From Received By Call ID 26 secs skset01 TEXT 10 503392908 Ringi
10. ensure that the Outcalling Channels do not consume all the available voice channels set the Outcalling Channels to a number lower than the minimum number of voice ports For information on how to change the minimum number of voice ports refer to the MSC Configuration chapter of the Business Communications Manager Programming Operations Guide If you do not set the Maximum Outcalling Channels to higher than one callers see the Lines busy message on page 54 1 On CallPilot Manager click the Configuration heading 2 Click the System Properties link The System Properties page appears NORTEL NETWORKS p Mailbox Administration Auto Attendant Custom Call Routing Networking Call Center Reports Configuration System Properties Dialing Translation Properties Dialing Translation Table Switch Properties Access Passwords Fax Properties Operations Configuration Please choose a configuration option System Properties Voice Mail Version Max Outcalling Channels Enable Voice Mail Enable Group List Group List Leading Digit Enable External Initialization Make Directory Available Enable General Delivery Mailbox Enable Redirect DN Enable Bilingual Primary Language Alternate Language Canadian Pronunciation Directory Search By Enable CallPilot User Interface Name Prefix Special Prefix Primary UI Style cane a to 0
11. on page 62 e In the Interface name text box type spanish e Inthe 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 File button Multimedia Call Center Set Up and Operation Guide 62 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 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 https voicebutton lt domain gt where lt domain gt is the domain name of Business Communications Manager The Business Communications Manager Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type 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 downlo
12. 65 138 69 Net Link Mgr Alarm Service Realm BCM NAT VPN UserName Policy Management NTP Client Settings Password Management Diagnostics Save this password in your password list Cancel 18 gt Please type your user name and password 3 Multimedia Call Center Set Up and Operation Guide 70 Chapter 5 Viewing reports active calls and log files 8 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 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 View Report today Summary Call Report By Skillset HTML Summary Call Report All Calls HTML Archive the current reporting database andDetail Call Report All Calls HTML Summary Call Report By Skillset HTML Detail Call Report By Skillset HTML Archive Reporting E s gt s a 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 curr
13. Center heading 7 Click the Agent List link The Agent List page appears NORTEL NETWORKS Agent List Mailbox Administration ID Name Super Commands Add Auto Attendant Custom Call Routing Networking Call Center General Properties Greetings Caller Inout Rules CLIDONIS Routing Table Configuration Operations 8 Adda new Multimedia Call Center agent to the Call Center or change a Call Center agent s settings Multimedia Call Center Set Up and Operation Guide 42 Chapter 3 Multimedia Call Center agents If the agent has been added to Call Center and you want to enable them as a Multimedia Call Center agent click the Change link for the agent The Change Agent page appears 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 NORTEL NETWORKS stan Logout Hp Add Agent Agent ID 1 Name Agent Supervisor 0 Automatic Answer DO Missed Call Option Make Not Ready Return To Skillset 7 Accepted Call Types Voice 7 Submit Cancel 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 44 more information Select Voice Button if you want the agent to take voice button calls Select Both if you want the agent to take voice button and Call Center calls
14. Cesare seer eee den deeds 67 Detail call report by skillset ana lek Gow Stanstead a eke Reg BA ae Mea dos 68 Generating Multimedia Call Center reports lt cee eee 69 Montormno acie GAS ol hae a PERE PAR ee ERR EE AEA POSS OMAN ERODE OEAE SERS 71 VONMI VO MOS aus ceca ct eiad aces oabs was Meee sane Ae ea awar seria amass 73 WAGON nck ed eo dk he OTe eR Oe RNR ee 77 P0935737 06 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 This guide assumes that you are familiar with using Unified Manager and CallPilot Manager For more information refer to the Business Communications Manager 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 cha
15. Management NTP Client Settings Management Diagnostics 3 Inthe 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 Center can use callers phone numbers as entered Click the Configuration heading and click the Dialing Translation Table link The Dialing Translation Table page appears P0935737 06 Chapter 2 Setting up Multimedia Call Center 37 5 Click the Add button The Dialing Translation Setup page appears Mailbox Administration Auto Attendant Custom Call Routing Networking Call Center Reports Configuration System Properties Dialing Translation Properties Dialing Translation Table Switch Properties Access Passwords Fax Properties Operations b Configuration Please choose a configuration option Dialing Translation Table Input Value Output Value Commands Add Dialing Translation Setup Input Value Output Value Submit Cancel 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 Cal
16. Operation Guide 48 Chapter 3 Multimedia Call Center agents Configuring an agent s name Either 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 Password amp Agent Preferences D x Login Agent Name 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 P0935737 06 49 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 a
17. 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 use 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 inter
18. 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 Click the Services key Click the Telephony Services key Click the Restriction filters key Click the key for the filter you want to add a restriction to A OQ N P0935737 06 Chapter 2 Setting up Multimedia Call Center 33 5 10 11 12 13 14 15 Right click the Restrictions heading and click Add The Add Restrictions dialog box appears Group W 65138 69 Comprehensive Add Deisis Del AN GA BOCM 47 65 138 69 System Resources 9 Services 9 Telephony Services System DNs Lines Loops Restriction filters Filter 00 Filter 01 Filter 02 Filter 03 Filter0S eles Al BCM Dialog Box xj Filter 06 Add Restrictions Filter 07 e Fiter o0 w Pan Filter 09 Filter 10 Filter 11 Fitter 12 Filer 13 Save Cancel Filter 14 fey ooo O Filter15 Filter 16 Fitter 17 Fitter 18 Filter 19 seni 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 Click the Save button Click the Services key Click the Telephony Services key
19. not complete your call Either e the phone number that you entered as your calling preference is improperly formatted or e the business does not provide phone service to the calling area specified in your phone number Please try your call 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 54 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 MSG html Nortel Networks Multimedia Call Center Sorry your call could not be completed because your phone is busy Please try again later Lines busy mess
20. page Callers see this form when they click the Multimedia Call Center icon on a web 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 How would you like to connect Please select one By Phone and Browser Voice connection and Text Chat with an agent a Enter your phone If you have a separate free phone line you can par receive the Voice portion of the session while conducting the Browser portion of the session including area code over your Internet connection 2919042 b Click the Connect Note there are no long distance charges button ByB er Only Text Chat with an agent Click the Connect If you only wish to connect via text chat button yuy When you are ready click Connect CallSetup html P0935737 06 Chapter 4 Multimedia Call Center messa
21. the Destination Codes key and click the key for the destination code you created Click the Schedules key and click the Normal heading 15 In the Use route box change the route number to 002 P0935737 06 Chapter 2 Setting up Multimedia Call Center 29 16 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 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 Group aan PANA BA Nomal t D BA Murmal D BCM britney m elephony Services system ONS Lines Rosinction filters Ly Call routing O Roules P Destination codes 75 mi F En j Normat z4 Night 24 Evening Luneh Sched 4 Sched 5 Sched 6 Wild cards Scheduled services System speed dial Genera sengs Hunit groups Companion Hospitality Telco features IP Telephony ew 4 17 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 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 number 8 and the DN length is 10 digits Group beittney
22. Caller preferences Call setup page 6 CallPilot Manager browser requirements 11 computer requirements 11 system requirements 11 Calls routing 20 CallSetup message 50 Choose how to connect message 53 Connected message 56 D Detail call report all calls 67 Detail call report by skillset 68 Dial plan about 32 example 32 F Favorites creating and distributing 64 exporting 64 First time callers message 50 Flash animations 48 Follow me browsing 48 H Help support and technical 12 IP address 47 L Lines busy message 54 Lines routing Multimedia Call Center calls 20 Log files about 73 viewing 73 M Messages announcements 57 busy phone line 54 call failed 55 call preferences incorrectly formatted 53 Call Setup page 50 call transferred 56 CallSetup 50 choose how to connect 53 connected 56 customizing 61 deleting 64 downloading 58 first time callers 50 lines busy 54 Multimedia Call Center unavailable 52 no agents logged on 52 no answer 55 no phone lines available 54 Preferences 51 preferences saved 55 refresh 56 server down 52 55 session completed 54 uploading 62 Multimedia Call Center Set Up and Operation Guide 78 Index user busy 54 viewing 58 web refresh 56 Multimedia Call Center agent 39 40 47 agent interface 8 agent name 48 agent software 45 Call setup page 6 call types 9 caller interface 7 installing 14 IP address 47 overview 5 port address 47 r
23. Click the System DNs key Click the All system DNs key Click the key for the Voice Mail DN or the DN of the skillset you want to add a restriction to Click the Restrictions key Click the Set Restrictions key Click the Schedules key Multimedia Call Center Set Up and Operation Guide 34 Chapter 2 Setting up Multimedia Call Center 16 Click the Normal heading GD BCM 47 65 138 69 System Resources 9 Services 9 Telephony Services 9 m DNs Active set DNs Active Companion DNs Active application DNs Inactive DNs AI ISONIDECT DNs All system DNs DN 221 DN222 General Line access Capabilities User preferences Restrictions Setrestrictions 9 Schedules Line set restrictions Telco features 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 Services section of the Business Communications Manager Programming Operations Guide 18 Do not log off Go to Setting the Maximum Outcalling Channels on page 35 P0935737 06 Chapter 2 Setting up Multimedia Call Center 35 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
24. Part No P0935737 06 18 September 2003 Multimedia Call Center Set Up and Operation Guide NORTEL NETWORKS 2 Multimedia Call Center Set Up and Operation Guide Copyright 2003 Nortel Networks All rights reserved 2003 The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks NA Inc The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license The software license agreement is included in this document Trademarks NORTEL NETWORKS is a trademark of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners P0935737 06 Contents Chapter 1 About Multimedia Call Center lt a eaaa ana ana aane 5 Overview of Multimedia Call Center aaa aa aaa 5 How Multimedia Call Center works for callers eee 6 The Multimedia Call Center caller interface 0 0 cc ees 7 How Multimedia Call Center works for
25. ad Client Applications page appears 3 In the left frame under the Call Center Applications heading click the Multimedia Call Center link Multimedia Call Center Set Up and Operation Guide 46 Chapter 3 Multimedia Call Center agents Note You must install Java Runtime Environment JRE before you download Multimedia Call Center to the agent s computer 4 Click the http java sun com link and download Java runtime version 1 4 0 or newer The File Download dialog box appears File Download E x Pes You have chosen to download a file from this location ESD from host1 sjc colo bbnplanet com What would you like to do with this file Run this program from its current location Save this program to disk Z Always ask before opening this type of file Cancel More Info 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 7 Locate the downloaded file and double click the icon to install Java Runtime Environment 8 On the Download Desktop Applications page click the Download 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 downlo
26. ad customizable files View Download Files Add upload or delete a customized file Interface name Remote file name Local file Browse Add File Delete File P0935737 06 Chapter 4 Multimedia Call Center messages 63 12 To upload files 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 th
27. aded 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 Voice 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 1656 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 06 Chapter 3 Multimedia Call Center agents 47 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 2 On the Options menu click Server Setup The Server Setup dialog box appears amp Agent Notification AGENT NO Agent ld Password xi 2 on gt Server IP wvwicy0kg ca neetel com Login OK Cancel 3 Inthe Server IP box type the IP address of the Business Communications Manager 4 Click the OK button Multimedia Call Center Set Up and
28. age Callers see this message if their call cannot be completed because Business Communications Manager has no available phone lines Set the Maximum Outcalling Channels to more than one so that phone lines are available For more information 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 06 Chapter 4 Multimedia Call Center messages 55 Make call failed message Callers see this message if their call cannot be connected because there is a problem with the Multimedia Call Center 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 Preference message Callers see this message after they enter their calling preferences in the preferences 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 y
29. agents aaa eee 7 The Multimedia Call Center agent interface_ aan 8 Multimedia Call Center call types 0 000 anaana 9 PSTN voice and dala Calls i iad eyes aaa a eae hed Oo ee ee ee He 9 aie OM Cally oo PE SEE EEE EE CELL EES ORE ERROR TEER BA A EERE EES 10 Requirements for using CallPilot Manager to set up Multimedia Call Center 11 Howto get NGS 26 50 c5e ease ad rider C Saw be ag dan E ABA RET RARE PE SER OR REA 12 Chapter 2 Setting up Multimedia Call Center 0 0 c eee eee eee 13 Creating a user account for Multimedia Call Center 00000 c cee eae 13 Enabling a Software Authorization Code ccc eens 14 Allowing web access for Multimedia Call Center calls 0 00000 cee eee 15 Setting Multimedia Call Center parameters 0 00 c eee ee 16 Assigning routing to Multimedia Call Center calls 0 0 c eee eee 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 naana nanana 24 Configuring outdialing using PRI lines 0 00 ee 26 Assigning an outgoing line to a line pool lt ee 30 Creating a Multimedia Call Center dial plan_ 00 0 cece eee eee 32 An example of a dial plan that restricts calls based on their country Be Setting the Maximum O
30. at 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 page 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 64 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 gt Netscape is not supported To create a list of web pages 1 O a Fk ODN In your browser create a folder for the new list of web pages Create a folder name that is easy to identify Browse to the pages you want to bookmark Bookmark each page and save each bookmark 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 ne
31. ccount 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 Programming Operations Guide Multimedia Call Center 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 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 9 To log on to Unified Manager point your web browser to the URL https voicebutton lt domain gt where lt domain gt is the domain name of Bus
32. d announcements for Multimedia Call Center record announcements that callers hear while they are waiting for agents 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 58 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 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 Point your web browser to the URL https voicebutton lt domain gt where lt domain gt is the domain name of Business Communications Manager The Business Communications Manager 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 On the Tools menu click Multimedia Call Center Admin The Enter Network Password dialog box appears Group Summary Del All Summary i Name Mukimedia Call Center Manager Services pan Telephony Services Status Up IP Telephony Versi
33. e 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 ss to signify that the call is a voice button call 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 8 appears in the agent s browser and the The Multimedia Call Center caller interface on page 7 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 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 w
34. e report For each call the report shows e Time the time and date the call started e Duration the duration of the call e Request from the caller s phone number e Received by the agent s phone number e Group the skillset An example of a Detail call report for all calls Multimedia Call Center Call Statistics Report run on Fri Sep 12 16 12 40 2003 From Wed Sep 10 00 00 00 2003 to Sat Sep 13 23 59 59 2003 Total calls 5 browser calls 9 Total time 9 mins 43 secs Average time per call 41 secs Time Duration Group Request From Received By Wed Sep 10 11 30 07 2003 12 secs skset03 BROWSER 31 Wed Sep 10 12 19 00 2003 50 secs skset03 BROWSER 31 Wed Sep 10 12 21 27 2003 2 mins 27 secs skset03 4006 31 Thu Sep 11 12 27 03 2003 1 mins 57 secs skset03 BROWSER 32 Thu Sep 11 12 29 46 2003 1 mins 9 secs skset03 4006 32 Thu Sep 11 12 31 45 2003 1 secs skset03 BROWSER 32 Fri Sep 12 12 35 17 2003 37 secs skset03 BROWSER 33 Fri Sep 12 12 36 45 2003 31 secs skset03 4006 33 Fri Sep 12 12 38 39 2003 41 secs skset03 4006 33 Sat Sep 13 12 41 24 2003 34 secs skset03 BROWSER 34 Sat Sep 13 12 42 30 2003 10 secs skset03 BROWSER 34 Sat Sep 13 12 43 142003 11 secs skset03 BROWSER 34 Wed Sep 10 12 54 31 2003 10 secs skset03 4006 31 Wed Sep 10 12 59 42 2003 13 secs skset03 BROWSER 31 Multimedia Call Center Set Up and Operation Guide 68 Chapte
35. ent 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 06 Chapter 5 Viewing reports active calls and log files 71 Monitoring active calls You can monitor active Multimedia Call Center calls To monitor active calls 1 Click the Login button The Unified Manager screen appears Click the Services key Click the Multimedia Call Center heading The Summary screen appears Group 47 65 138 69 Comprehensive te Del All Q GP BCM 47 65 138 69 System Resources 9 Services Telephony Services IP Telephony Call Detail Recording LAN CTE Configuration Console Service Voice Mail Multimedia Call Center IvR DHCP DNS IP Routing SNMP QoS Monitor Web Cache Net Link Mgr Alarm Service NAT VPN Policy Management NTP Client Settings Management Diagnostics Summary rSummary Point your web browser to the URL https voicebutton lt domain gt
36. eports Detail call report all calls 67 Detail call report by skillset 68 Summary call report all calls 65 Summary call report by skillset 66 reports generating 69 setting up 13 software authorization code 14 Multimedia Call Center calls assigning outgoing line 30 CLID DNIS routing 19 enabling call back 30 Intelligent Overflow rules 19 routing 19 Multimedia Call Center unavailable message 52 N No agents logged on message 52 No answer message 55 No phone lines available message 54 O Outdialing using PRI lines 26 P Phone line busy message 54 Port address 47 Preferences saved message 55 Preferences caller 51 PRI lines 26 R Refresh message 56 Reports Detail call report all calls 67 Detail call report by skillset 68 generating 69 Summary call report all calls 65 Summary call report by skillset 66 S Saved preferences message 55 Server down message 52 55 Session completed message 54 Software code 14 installing 39 Summary call report all calls 65 Summary call report by skillset 66 Supervisor status assigning 43 Support 12 T Technical support 12 Troubleshooting browser 11 U User busy message 54 W Web page lists about 64 creating and distributing 64 deleting 64 downloading 58 exporting 64 naming 64 uploading 62 viewing 58 Web pages customization example 61 customizing 61 Web refresh message 56 P0935737 06
37. er Status Up x Version 30 30 00 22 Description BCM Voice Mail 4 Inthe Password box type your system administrator password P0935737 06 Chapter 2 Setting up Multimedia Call Center 21 5 Click the Submit button The CallPilot Manager screen appears NORTEL NETWORKS Administration Login Password 7 Prompt for new password cance NETWORKS smn Logout hap Main Menu Mailbox Administ ation Add Mailbox uo Change Delete Mailbox Auto Attendant Custom Call Routing Networking Call Comer Reports Configuration Oper ations 6 Click the Call Center heading 7 Click the CLID DNIS Routing Table link The Intelligent CLID DNIS Routing page appears Man Logout Wip Intelligent CLID DNIS Routing Mailbox Administration Auto Attendant Line CLID ANI DNIS Action Commands End insert Custom Call Routing Networking Call Center Agent List Add Many Agents Shillset List General Properties Greetings Caller Input Rules CLIDONIS Routing Table 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 NORTEL NETWORKS stm togeut Hap CLID DNIS Setup Line CLID ANI ONIS Voice Button Action Change Call Priority Only New Call Priority No Change
38. ere 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 in 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 8 appears in the agent s browser and notifies the agent that they have a call The Multimedia Call Center caller interface on page 7 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 P0935737 06 Chapter 1 About Multimedia Call Center_ 11 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 You 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 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 64MB RAM 10 MB d
39. ges 51 Preferences page 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 time you click 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 Name Bob Smith required Email Address oob nortelcom optional 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 number If you have a separate free phone line including area code you can receive the Voice portion of the session while conducting the Browser 555 0002 portion of the session over your Internet connection Click the Update Multimedia Call Center preferences button Note there are no long distance charges C By Browser Only Text Chat with an agent a Click the Update If you only wish to connect via text Multimedia Call Center chet preferences button 3 To update your preferences click the button Update Multimedia Call Center preferences Preferences html Multimedia Call Center Set Up and Operation Guide 52 Chapter 4 Multimedia Call Center messages Sta
40. hown 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 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 If you program a skillset to have a callback route associated with it Multimedia Call Center uses the callback route that you have programmed 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 If you do not program a skillset or the system administrator mailbox to have a callback route Multimedia Call Center uses Pool A
41. hows 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 66 Chapter5 Viewing reports active calls and log files An example of a Summary call report for all calls Multimedia Call Center Call Statistics Report run on Fyi Sep 12 16 15 04 2003 From Wed Sep 10 00 00 00 2003 to Sat Sep 13 23 59 59 2003 Total calls 5 browser calls 9 Total time 9 mins 43 secs Average time per call 41 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 Multimedia Call Center Call Statistics Report run on Py Sep 12 16 37 50 2003 From Wed Sep 10 00 00 00 2003 to Sat Sep 13 23 59 59 2003 Total calls 5 browser calls 9 Total time 9 mins 43 secs Average time per call 41 secs Skillset skset03 Calls 5 browser calls 9 Time 9 mins 43 secs Average time per call 41 secs P0935737 06 Chapter 5 Viewing reports active calls and log files 67 Detail call report all calls 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 th
42. ide 3 Click the Modules on Bus key and click the Module 1 heading Group 147 65 138 69 aa Bus 02 Module 1 Bus 02 Module 1 GA BOM 47 65 138 69 System Modde type PRII we 9 Resour LAN of ines loops 0 WAN Media Services Card Lowlme oop lina 9 Media Bay Modules Bus 01 High lineAoop inza__ 9 Bus02 Modules on bus Tami modusi eel i Ports on bus NSF Extension None Bus 03 Bus 04 B charnel selection sequence Descending Sequentia Bus 05 Bus 06 Glock source Priman Bus 07 Bus 08 Dial Up Se s Management Diagnostics 4 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 5 On the Configuration menu click Disable and then click Enable 6 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 06 Chapter 2 Setting up Multimedia Call Center 27 7 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 Group batine Com pangrehe Line 211 Trunk line data Add Delete Del Al p Line 214 Trunk
43. ient Settings Management Diagnostics Summary Summary Name Mukmeda Cal Center Manager Star Up 7 Version fone Description Mukimeda Cal Center yo Please type your usen name and password Site 47 65 1369 Ream BCM UserName m Save this password in your password list Co teen Password 5 Inthe User Name box type your user name 6 Inthe Password box type your password P0935737 06 Chapter 2 Setting up Multimedia Call Center 17 7 Click the OK button The System Administration page appears Other Administrative Functions View system parameters View Params Examine system log files Examine Logs 8 Under the Other Administrative Functions heading click the View Params button The System Parameters page appears Th Multimedia Call Center System Administration Microsoft Internet Explorer p ed by loj x Fil Edk View Favorites Tools Help i Heak A A Qsearch Caravortes lt Yrstory D SM VOR Address E http 47 65 129 75 6800 ivb co bin YBAdmin exe z co Jun gt System Administration System Parameters System name is the name of the BCM Public hostname is the fully qualified domain name FQDN of the publicly accessible system either the BCM itself or a dedicated Internet proxy server Systemname Public hostname pcalyOmm Signature is used on MMCC web pages to identify the product Signature Nor
44. iline data 9 67 BOM britney System 3 Twunk ype pa 9 Seraces _ Tolephony Services 4 kaia E ra NA 3 Prima set ON 221 un VolP linas Distinct iegeinuse ggg Enabled physical lines a D ke ane Gg gt Line 121 Line 122 Line 123 amp Resinctions Line 212 Line 213 Line 216 Line 215 Line 216 Line 217 Line 213 Line 219 Line 220 Line 221 Line 222 Line 273 Mw iiaa an 8 Scroll down to the Call routing key and click it Click the Routes heading and click the Add button The BCM Dialog Box appears BCM Dialog Box NA 9 GA BONM britney Add Routes System Resources gt System DNS Lines Restriction titers gady Waring Applet Window Destmation codes Scheduled senices 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 Canter SOR DHCP ONS IP Routing Pee rien 9 Inthe Route box type a route number In this example route 002 is shown 10 Click the Save button Multimedia Call Center Set Up and Operation Guide 28 Chapter 2 Setting up Multimedia Call Center 11 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
45. iness Communications Manager system The Business Communications Manager 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 Ci ENT i Licensing Setting lt System Identifier C74E 37070000 1 Diagnostics BCM Dialog Box Applied Keycodes a WANEH In the Keycode box type the number of the keycode you want to enable 10 Click the Save button 11 Do not log off Business Communications Manager Go to Allowing web access for Multimedia Call Center calls on page 15 P0935737 06 Chapter 2 Setting up Multimedia Call Center 15 Allowing web access for Multimedia Call Center calls You must configure the Business Communications Manager security parameters so that your system allows Multimedia Call Center calls 1 Click the Security heading 47 65 138 69 Comprehensive ic Jelete D ll Q G BCM 47 65 138 9 System Licensing o danti j Security erty Services Management Diagnostics Security r Security Authentication Compatibility LM amp NTLM response Clear Page File on Shu
46. iption s Parent Directory 05 May 2002 15 40 a detault 05 May 2002 15 40 Multimedia Call Center Set Up and Operation Guide 60 Chapter 4 Multimedia Call Center messages 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 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 Name Last modified s Parent Directory 06 May 2002 Bl CallSetup heml OS May 2002 z CallSetup txt 05 Kay 2002 B Caller3etup html 05 May 2002 05 May 2002 LaunchKonitor ntal 05 May 2002 B LaunchMonitor txt 05 May 2002 Preterences html OS May 2002 05 May 2002 05 May 2002 mag txt OS Nay 2002 refresh html 05 May 2002 refresh txt 08 May 2002 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 06 Chapter 4 Multimedia Call Center messages 61 Customizing web pages You or your web developer can customize web pages and upload them to Business Communications Manager You can customize the default Multimedia 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 Commu
47. isk 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 information 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 Multimedia Call Center Set Up and Operation Guide 12 Chapter 1 About Multimedia Call Center How to get help USA and Canada Authorized Distributors Technical Support Telephone 1 800 4NORTEL 1 800 466 7835 If you already have a PIN Code you can enter Express Routing Code ERC 196 If you do not yet have a PIN Code or for genera
48. l Center automatically adds the prefix 8 7 Click the Submit button Multimedia Call Center Set Up and Operation Guide 38 Chapter 2 Setting up Multimedia Call Center P0935737 06 39 Chapter 3 Multimedia Call Center agents Setting up Multimedia Call Center agents involves Enabling Multimedia Call Center agents Adding Multimedia Call Center agents to Call Center Adding more than one agent Installing Multimedia Call Center software on an agent s computer Configuring an agent s server settings 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 Do not log off Business Communications Manager Follow the steps in Adding Multimedia Call Center agents to Call Center on page 40 to add Multimedia Call Center agents to Call Center Multimedia Call Center Set Up and Operation Guide 40 Chapter 3 Multimedia Call Center agents Adding Multimedia Call Center agents to Call Ce
49. l 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 1063 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 nortelnetworks com APAC Asia Pacific Technical Support Telephone 61 388664627 Fax 61 388664644 email asia_support nortelnetworks com P0935737 06 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 Authorization 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 An example 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 a
50. ling 15 Click the Trunk line data heading ONET DN621 Line016 ne 16 In the Line type list box make sure that Pool A is selected Do not log off Go to Creating a Multimedia Call Center dial plan on page 32 Multimedia Call Center Set Up and Operation Guide 32 Chapter 2 Setting up Multimedia Call Center Creating a Multimedia Call Center dial plan You 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 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
51. media Call Center_ 7 The Multimedia Call Center caller interface 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 thatan agent sends to the caller Opens the tekt chat interface Ends the call Displays the agents name Sends the web page specified 3 Multimedia Call Center Cziler Monitor Netscape in the Send Page box to the agent Preferences Call Status File Edit View Go Communicator Help Opens the TEE b Ss Gi preferences Back _ Forward Reload Home Search Guide Print Security Stop page 7 sif Bookmarks Ak Location hitp pcalyOmm 6800 ivb monitor caller_link html X i Free AOL amp Uni Nortel Access InConference Services Wwork E OSM CORP Phone BH IRN E Newsweb 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 o Applet vBlink running 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 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 a
52. n page 30 e 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 32 c configure the Dialing Translation Table Refer to Configuring the Dialing Translation Table on page 36 Do not log off If you use PRI lines go to Assigning an outgoing line to a line pool on page 30 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 30 On Unified Manager click the Resources key and click the Media Bay Modules key 2 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 Installation and Maintenance Gu
53. nal 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 Chapter 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 On the Tools menu click CallPilot Manager Admin The Administration Login screen appears 47 65 138 69 Comprehensive GD BCM 47 65 138 69 System Resources 9 Services Telephony Services IP Telephony Call Detail Recording LAN CTE Configuration Console Service Voice Mail Multimedia Call Center gt R DHCP DNS IP Routing SNMP QoS Monitor Web Cache Net Link Mor Alarm Service NAT VPN Policy Management NTP Client Settings Management Diagnostics Summary Name Cai Pilot Manag
54. ng skset01 4123 4123 503398909 P0935737 06 Chapter 5 Viewing reports active calls and log files 73 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 Button logs 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 YYYY 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 https voicebutton lt domain gt where lt domain gt is the domain name of Business Communications Manager The Business Communications Manager Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type 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 74 Chapter 5 Viewi
55. ng reports active calls and log files 7 Click the Multimedia Call Center heading The Summary screen appears Group Edit Configuration Performance Fault Report 47 65 138 69 Summary i r Summary Q BCM 47 565 138 69 j System i Name Multimedia Call Center Manager Resources 5 Telephony Services aan IP Telephony Version Call Detail Recording f DADA LAN CTE Configuration F p Console Service Description Multimedia Call Center Voice Mail a Multimedia Call Center IVR i DHCP DNS A Enter Network Password ia IP Routing A SNMP 4 IG gt Please type your user name and password i y QoS Monitor A Web Cache i Site 47 65 138 69 Net Link Mgr A Alarm Serice A Realm BCM NAT 3 VPN User Name Policy Management NTP Client Settings i Password l as Management 4 Diagnostics F Save this password in your password list Carci 8 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 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 06 Chapter 5 Viewi
56. ng reports active calls and log files 75 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 cailog_2002 09 18 54 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 76 Chapter 5 Viewing reports active calls and log files P0935737 06 77 Index A Adding multiple agents to Call Center 43 Agent Accepted Call Types 44 adding multiple agents to Call Center 43 name 48 server settings 47 software installing 45 Agents adding to Call Center 40 enabling 39 Announcements Call Center 57 recording 57 Bookmarks creating and distributing 64 exporting 64 Busy phone line message 54 C Call failed message 55 Call preferences incorrectly formatted message 53 Call types agent centric 9 19 caller centric 9 voice and data 9 Caller preferences page 51
57. nications Manager 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 58 Customize the file or list of files Upload the customized files to Business Communications Manager using the procedure in Uploading or deleting web pages on page 62 Overviews of downloading customizing and uploading pages An overview of customizing an MSG html file for the ABC Computer Company 1 Download the MSG html template from Business Communications Manager to your desktop Refer to Downloading web pages and viewing web page lists on page 58 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 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 5 Upload the file Refer to Uploading or deleting web pages on page 62 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 58 2 Upload the files using the procedure in Uploading or deleting web pages
58. nswer 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 appear 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 Multimedia Call Center Set Up and Operation Guide 8 Chapter 1 About Multimedia Call Center 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 Shows the urlof 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 pah Madan kanin Ya IN Phone 7610990 Screen Capture Help Ends the browser Favorites x session jad RS orgarize C Comm ce a C Unks Blocks i Meda a caller 7 Mulimedia Cal Carter Links E Exotic Travel Cop Home Acan Salani E Asien Pache Tou E Asikan A
59. nt the agent to take voice button and Call Center calls 10 Click the Submit button Multimedia Call Center Set Up and Operation Guide 44 Chapter 3 Multimedia Call Center agents Note Any agents who have an agent ID number that is between the numbers you enter in the From and To boxes are not changed These agents are not included in the number of agents added 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 on to T Can you have phone Can you have ype of calls A Are you logged re you logged Can you have voice and browser browser only you can onto Multimedia amare LLa aeS onto a telephone Call Center calls Multimedia Call Multimedia Call i Center calls Center calls i No Not permitted No a Voice YES Not permitted YES No No No No Multimedia No YES No YES Call Center YES No ae No No YES YES YES YES No No No No No No YES No No No Both YES No No No No YES YES YES YES YES P0935737 06 Chapter 3 Multimedia Call Center agents 45 Installing Multimedia Call Center software on an agent s computer You must install and configure the Mul
60. nter 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 Group aE _Configuration Performance Fault Report _ Logoff View Help 47 65 138 69 aaa tier Summary Add Detete Det All Summary GP BCM 47 65 138 69 System Name Cal Pilot Manager Resources Call Pilot Manager Services m gt Telephony Services Status Up a IP Telephony Version i e Call Detail Recordin LAN CTE Configura we Console Serice Description BCM Voice Mail Voice Mail Voice Button DHCP DNS IP Routing SNMP QoS Monitor Web Cache Net Link Mgr Alarm Service NAT VPN Policy Management NTP Client Settings Management Diagnostics 4 Inthe Password box type the system administrator password P0935737 06 Chapter 3 Multimedia Call Center agents 41 5 Click the Submit button The CallPilot Manager Main page appears NORTEL NETWORKS Home ee Administration Login Password Prompt for new password 7 Cancel NORTEL NETWORKS Mm ragan Kap Main Menu Mailbox Administi ation Add Mad Te Change D Auto Attendant Custom Call Routing Networking Call Comer Reports Configuration Operations 6 Click the Call
61. on asss Call Detall Recording 30 20 30 28 LAN CTE Configuration Console Serice Description Mukmedia Call Center Voice Mail amp Multimedia Call Center SONR DHCP ONS IP Routing SNMP y Please type your usen name and password Si 147 65 138 69 Comprehensive GA BOM 47 65 138 69 System 005 Monitor Web Cache Net Link Mor te 41 65 138 69 Alarm Service Ream BCM NAT gt VPN UserName Policy Management NTP Client Settings Password Management Diagnostics Save this password in your password list ems P0935737 06 Chapter 4 Multimedia Call Center messages 59 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 Customize View download customizable files View Download Files Add upload or delete a customized file Interface name Remote file name L AK Local file LOO j Browse Add File Delete File 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 Name Last modified Siz Descr
62. our phone If your phone did not ring please check your calling preferences and try again MSG html Multimedia Call Center Set Up and Operation Guide 56 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 06 Chapter 4 Multimedia Call Center messages 57 Recording Multimedia Call Center announcements When you recor
63. r5 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 Multimedia Call Center Call Statistics Report run on Pri Sep 12 16 34 41 2003 From Wed Sep 10 00 00 00 2003 to Sat Sep 13 23 59 59 2003 Total calls 5 browser calls 9 Total time 9 mins 43 secs Average time per call 41 secs Skillset skset03 Calls 5 browser calls 9 Time 3 mins 43 secs Average time per call 41 secs Time Duration Group Request From Received By Wed Sep 10 11 30 07 2003 12 secs skset03 BROWSER 31 Wed Sep 10 12 19 00 2003 50 secs skset03 BROWSER 31 Wed Sep 10 12 21 27 2003 2 mins 27 secs skset03 4006 31 Thu Sep 11 12 27 03 2003 1 mins 57 secs skset03 BROWSER 32 Thu Sep 11 12 29 46 2003 1 mins 9 secs skset03 4006 32 Thu Sep 11 12 31 45 2003 1 secs skset03 BROWSER 32 Fri Sep 12 12 35 17 2003 37 secs skset03 BROWSER 33 Fri Sep 12 12 36 45 2003 31 secs skset03 4006 33 Fri Sep 12 12 38 39 2003 41 secs skset03 4006 33 Sat Sep 13 12 41 242003 34 secs skset03 BROWSER 34 Sat Sep 13 12 42 30 2003 10 secs skset03 BROWSER 34 Sat Sep 13 12 43 142003 11 secs skset03 BROWSER 34 Wed Sep 10 12 54 31 2003 10 secs skset03 4006 31 Wed Sep 10 12 59 42 2003 13 secs skset03 BROWSER 31
64. rctic Adventure Contains a C Usabaty and User inedace CI Waling reference preset list of mek web pages E Doppie Hotmail Justi Time PC Traring Web E Miciosolt Windows Update MSN com EJ MSN E Done P0935737 06 Chapter 1 About Multimedia Call Center 9 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 Agent 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 1 2 10 The caller clicks the voice button icon on a web page The call setup page Call setup page on page 50 appears for first time callers If the caller is not a first time caller step 4 occurs In this 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 is sent over the IP network to the call center While th
65. ssist customers in making contact with the business give customers choices in the type of media they use to contact the business and provide updates about the progress of their call You or your web developer can 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 50 e Status and error messages on page 52 e Web refresh message on page 56 downloading message templates see Downloading web pages and viewing web page lists on page 58 customizing messages see Customizing web pages on page 61 uploading web pages see Uploading or deleting web pages on page 62 creating and distributing lists of web pages see Creating and distributing web page lists on page 64 creating custom interfaces refer to the Multimedia Call Center Web Developer Guide Multimedia Call Center Set Up and Operation Guide 50 Chapter 4 Multimedia Call Center messages Call setup messages Call setup page on page 50 shows the interface for initiating a multimedia call Preferences page on page 51 shows the interface callers can change their preferences from Call setup
66. tdown Disabled SMB Client Signing Allow SMB Server Signing Allow Domain Secure Channel Allow Sign amp Encrypt Force Secure Web Access Disabled an _ Enabled Minimun Web Encryption Disabled A message appears that you must reboot Click the OK button and log off From the Force Secure Web Access list box select Disabled 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 Log on to Unified Manager 2 Click the Services key 3 Click the Multimedia Call Center heading The Summary screen appears 4 On the Tools menu click Multimedia Call Center Admin The Enter Network Password dialog box appears 47 65 138 63 Comprehensive Add Delete Del All G BOM 47 65 138 69 System Resources 9 Services Telephony Services IP Telephony Call Detail Recording LAN CTE Configuration Console Serice Voice Mail Multimedia Call Center SONR DHCP DNS IP Routing SNMP QoS Monitor Web Cache Net Link Mor Alarm Service NAT VPN Policy Management NTP Cl
67. tel Networks Multim Keep log files for 20 7 days Update Params Back to Main Page 9 Inthe System name box type the host name of your Business Communications system 10 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 e If you have no firewall or you use Business Communications Manager as the firewall enter the external IP address of your Business Communications Manager system e Ifyou use a dedicated firewall proxy server enter its external IP address Multimedia Call Center Set Up and Operation Guide 18 Chapter 2 Setting up Multimedia Call Center 11 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 12 From the Keep log files for list box select how long you want to keep log files The default is 20 days 13 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 14 Do not log off Business Communications Manager Go to Assigning routing to Multimedia Call Center calls on page 19 P0935737 06 Chapter 2 Setting up Multimedia Call Center 19 Assigning routing to Multimedia Call Center
68. timedia 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 e Internet Explorer 5 5 with SP 2 or a later version of Internet Explorer e any of these operating systems Windows 95B Windows 98SE Windows NT4 SP5 or later Windows 2000 Windows ME or Windows XP e aPentium II processor at 233MHz minimum Pentium III at 500MHz or higher recommended e 64 MB of RAM minimum 128 MB or higher recommended e 30 MB of free hard drive space e Java runtime version 1 4 0 or later available from java sun com e anetwork 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 https voicebutton lt domain gt 6800 where lt domain gt is the domain name of Business Communications Manager system The Business Communications Manager Unified Manager screen appears Business Communications Manager Unified Manager ES System Administration amp Management Configure Premetalled Clint Access Home Page Wizards Setup and Management Wizards Install Clients Download Desktop Applications CallPilot E CallPilot Manager Documentation Documentation Product Overview amp Tips BRU S Backup Restore Utility Maintenance 333 Product Maintenance and Support 2 Click the Install Clients button The Downlo
69. tting e exchanging and viewing web pages 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 multimedia HTML link the Call setup page on page 50 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 9 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 is 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 7 appears in the caller s web browser P0935737 06 Chapter 1 About Multi
70. tus and error messages 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 is 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 is 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 06 Chapter 4 Multimedia Call Center messages 53 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
71. twork drive 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 agents 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 06 65 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 Report Contains 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 s
72. utcalling Channels 0000 cece eee eee 35 Configuring the Dialing Translation Table e ee eee 36 Chapter 3 Multimedia Call Center agents 00 0 aaa aa aaa aaa aan 39 Enabling Multimedia Call Center agents 00 00 e eee ee 39 Adding Multimedia Call Center agents to Call Center 0 000000505 40 Adding more han one BOM cp kode ka kan ag kk Ba KN GEN seed Ne ende Red 43 Accepted Call WOSE cas cca cee adatagesan ade Ba KG BR AKK ARAK KK 44 Installing Multimedia Call Center software on an agent s computer 45 Requirements for agents using Multimedia Call Center 0 45 To install Multimedia Call Center software on an agent s computer 45 Configuring Multimedia Call Center on a Windows 95 system 46 Configuring an agent s server settings 0 000 c cece eee ees 47 Configuring an agent s name a eee 48 Using Follow me DIOWSING asas ined KARE does sce esmeese sons poe sauws 48 Multimedia Call Center Set Up and Operation Guide 4 Contents Chapter 4 Multimedia Call Center messages 0020ce eee eee eee 49 CAECUM RESRUCS coun obs scesu dour ee eC ERP ETEOHEECERECEERPE ECE EEE 50 kj saja a ie oe htc st Ico er is elie NG eke se LO 50 PISTONS DAG NGA NG NG A KG ee eh one Rae ene eee 51 Status and eiror MESSAgES cocci cs cere aha Kis OER eh ai AA eR Rhee ease SHS 52 Multimedia Call Center unavailable message

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