Avaya Contact Center User's Manual
Contents
1. Contact Center Agent Guide BCMSO 2 0 CallPilot Document Status Standard Document Version 02 01 Part Code NN40040 101 Date September 2006 NORTEL Copyright Nortel Networks Limited 2005 2006 All rights reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Task List To log on from a two line display telephone uu4440u044nnnnBnnnnnnnnnonnennnnnnnnnnnnnnen 11 To log an from a one line display telephone iria nre n nenn 12 To log on if you are taking only voice calls 12 To log an if you are Taking only browser tale an 12 To log on if you are taking voice and browser calls seeeeeeeeeeese 12 To log off from a two line display telephone umssuneennnnnnnnnnnnnnnnnennnnnnnnnen nenne 13 To log off from a one2. Press 10 4 Enter your Agent ID and press OE or Enter your password and press OK or Press QUT If OUT does not appear you are not logged on to any skillsets Press CHHG until the skillset you want to log off from appears on the display If you are logged on to only one skillset that skillset is automatically selected Press OK You are logged off from the skillset number displayed or from all skillsets if ALL is displayed Press v To log off from a one line display telephone When you log off from a one line display telephone you are also automatically logged off from all the skillsets you are logged on to 1 2 3 Press e amp Enter your Agent ID number and press Enter your password and press If you are logged on to multiple skillsets Lodged out all appears on the display to show you are logged off from all skillsets Or if you are logged onto one skillset Logged out xx appears where xx is the skillset you were logged on to Press Contact Center Agent Guide 14 Chapter 2 Contact Center Agent Guide Changing your agent password Your Agent ID and password give you access to the skillsets you are assigned to Keep your password confidential Change your password on a regular basis approximately every 30 days To change your password from a two line display telephone 1 2 Press Ce JQ 0 4 Enter your Agent ID and press OK or Your Contact Center Admini
3. as a subject matter expert or send the call back to a skillset e To send the call to a specific agent or another person enter the Transfer Feature Code Ce Jt 0 and enter the extension number For more information on transferring a call refer to Transferring calls on page 22 e To send the call to a skillset enter the Transfer Feature Code Le 0 and enter the CDN of a skillset If you want to transfer a call to a mailbox use e 6 6 Call Forward Do not use Call Forward If you use Call Forward you are automatically logged out or made busy depending on your agent settings You can use Call Forward to the voicemail DN Call Forward No Answer CFNA If you forward a call by CFNA to another agent and the call is answered by that agent because of your CFNA setting you are made Not Ready or logged out instead of staying idle Answer DN The only way you should use Answer DN is if you program your portable set to be the Answer DN for your main telephone If you use your Answer DN telephone to answer a call that is transferred to you CallPilot does not recognize you as being busy and still sends calls to your main set Agents who log on from a regular telephone and answer CallPilot calls using an answer DN key from a portable telephone cannot use Supervisor Help F906 Do Not Disturb Instead of using Do Not Disturb use the Not Ready Feature Code e JR 0 8 J If you use Do Not Disturb you are a
4. callback This agent knows the status of the old messages To play messages in a skillset mailbox 1 Press amp 9 Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 Press PLAY or to listen to your messages For other options refer to the user card for your telephone or the CallPilot Reference Guide 3 Press to end the session Contact Center Agent Guide 26 Chapter 2 Contact Center Agent Guide NN40040 101
5. 8 For information about how to program a memory button refer to Programming a memory button on page 20 Note While you use Not Ready you still receive non CallPilot intercom and transferred calls To use Not Ready 1 Press J 9 J 0 8 Make Hot Ready appears on the display If you press Ce JQ 0 8 and Break canceled appears on the display you canceled the Break Time that the CallPilot Administrator programmed for you You must press Ce Q 0 B again to activate the Not Ready feature If you press 9 0 8 and Agent active appears the Not Ready feature was on and you canceled it Press 9 0 B again to activate Not Ready 2 Cancel the Not Ready feature by pressing E J 0 8 when you are ready to take calls again If Hot reads appears press Q 0 8 again Not Ready is automatically enabled if you do not answer your telephone if Not Ready is configured in CallPilot Programming Not Ready to a memory button You can have convenient one button access to Not Ready if you program a memory button with the Not Ready Feature Code If the memory button you choose has an indicator the indicator shows your busy status e If the indicator is off Not Ready is off e If the indicator is on Not Ready is on e If the indicator is flashing the Break Time feature is on For information about how to program a mem
6. CHHG until the skillset that you want to log on to appears on the display If you log on to all of the skillsets you are logged on to all the skillsets that you are assigned to If there is only one skillset available to log on to you are automatically logged on to that skillset 6 Press OK You are logged on to the skillset number displayed or all of the skillsets if ALL is displayed 7 Press Note Multimedia CallPilot may not be available for your CallPilot Note If you use a digital mobility handset to log on you see your password for approximately one half second before the display changes to xxx Contact Center Agent Guide 12 Chapter 2 Contact Center Agent Guide To log on from a one line display telephone When you log on from a one line display telephone you also log on to all skillsets you are assigned to 1 Press JQ 0 4 2 Enter your Agent ID and press Your Contact Center Administrator can tell you your Agent ID 3 Enter your password and press J The first time you log on or when you log on after your password has been reset enter the default password 0000 If you enter the default password you must create a new password 4 Your agent name and Logged into all appears on the display to show that you are logged on to all of the skillsets you are assigned to If you belong to only one skillset Loaded into x appears where XX is the number of the skillset you belong to If Logge
7. N on a two line display telephone NN40040 101 Chapter 2 Contact Center Agent Guide 23 Viewing call information Your telephone display shows information about your current call While the call is ringing the display shows the skillset the call came from If your CallPilot is configured to show the Caller ID first the Caller ID is shown briefly followed by the Skillset name When you answer a call the display shows the Caller ID of the caller While you are on a call you can press the INFO softkey to display e the telephone number the caller is calling from e the caller name e the line the call came in on Silent Monitor CallPilot Supervisors have the ability to silently monitor your calls including personal calls If you make a call that you do not want to be monitored first log off as an agent then log on again when you complete your call For example you may want to log off before you check your personal voice mailbox messages so the supervisor cannot listen to them Contact Center Agent Guide 24 Chapter 2 Contact Center Agent Guide Important considerations about using features Activity Codes Agents who answer a call on an Answer DN telephone or use Call Pickup on a call that is ringing at another agent s set cannot enter Activity Codes Note Activity Codes may not be available for your system Call Transfer You can use Transfer to transfer a call to another agent another person such
8. an cause the system to fail or work l improperly Note A Note alerts you to important information Tip Alerts you to additional information that can help you perform a task Security note Indicates a point of system security where a default should be changed Q or where the administrator needs to make a decision about the level of security required for the system Warning Alerts you to ground yourself with an antistatic grounding strap before performing the maintenance procedure K Warning Alerts you to remove the BCM main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure Ka NN40040 101 Chapter 1 Getting started 9 These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word in a special font shown in Psu Command line prompts on display telephones the top line of the display Underlined word in capital letters FLAY Display option Available on two line display shown in the bottom line of a two telephones Press the button directly below the line display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option These text conventions are used in this guide to indicate the information described Convention Description bold Courier text Indicat
9. aximum of 5 Activity Codes during a F907 session You can have multiple F907 sessions during a call and one session after the call ends Note Ask your CallPilot supervisor for the list of Activity Codes Display Waiting Calls Use Display Waiting Calls to view information about skillsets and the calls waiting in skillsets The table below describes the information in each display Display Description Skill 1 Enabled shows the skillset number and the status of the skillset The status can be Enabled Disabled or Uninit uninitialized 1 6 agents shows the skillset number and how many agents are currently logged on to the skillset 1 10 calls shows the skillset number and the number of calls waiting in the skillset 1 wait 9 45 shows the skillset number and the time of the call waiting longest in the skillset Contact Center Agent Guide 18 Chapter 2 Contact Center Agent Guide To Display Waiting Calls 1 Press e J 0 The skillset display for skillset 1 appears On a one line display Ona two line display telephone To telephone press press m or GOTO enter the number of the skillset you want to monitor 2 or SKILL monitor the next enabled skillset or 6 or 6 or HEST go to the next skillset 4 or FREI go to the previous menu E go to the next menu cancel the session a a exit Using Display Waiting Calls with a mem
10. can send an urgent request for help without interrupting the call and without the caller being aware of your help request Note Whether you can use Supervisor Help depends on the system your CallPilot uses gt Ask your supervisor whether you can use Supervisor Help Supervisor Help is for situations where you are on a call and urgently require the help of a supervisor without alerting the caller that a supervisor is being called in It is not intended for routine consultations or when you are not on a CallPilot call You must be logged on to CallPilot and on a CallPilot call to use Supervisor Help To use Supervisor Help you must have a memory button programmed with the Supervisor Help Feature Code F906 The programmed key must have an LCD indicator The memory button can have a distinct bright color so it can easily be distinguished from the other buttons For information about how to program a memory button refer to Programming a memory button on page 20 Activity Codes You use Activity Codes to allocate calls to certain activities You can press Ce 0 7 to start an Activity Code session anytime during or after the call until your Break Time ends Note Activity Codes may not be available for your system Enter Activity Codes early in your Break Time to ensure that CallPilot records them If your Activity Code sessions are prompted and you have not entered an Activity Code by the end of the cal
11. d out all appears repeat steps 1 through 3 to log on Logging on to Multimedia Contact Center Note Multimedia CallPilot may not be available for your CallPilot To log on if you are taking only voice calls Log on to your telephone the same way you log on as a Contact Center agent as described in Logging on to CallPilot on page 11 To log on if you are taking only browser calls On your computer click the Start button point to Programs point to Nortel point to Multimedia CallPilot and click Agent Notification The Agent Notification page appears Log on to Multimedia CallPilot For information about using Multimedia CallPilot click Help To log on if you are taking voice and browser calls Log on to your telephone the same way you log on as a Contact Center agent as described in Logging on to CallPilot on page 11 and then log on to Multimedia CallPilot on your computer NN40040 101 Chapter 2 Contact Center Agent Guide 13 What you should log on to Ask your CallPilot Supervisor whether you can receive only voice calls only Multimedia CallPilot calls or both voice and Multimedia CallPilot calls Note Multimedia CallPilot may not be available for your CallPilot Logging off CallPilot When you are finished for the day or will be away from your telephone for an extended period log off to stop calls from being routed to your telephone To log off from a two line display telephone a A OO N
12. es command names and options and text that you need to enter Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier text Indicates command syntax and system output for example prompts and system messages Example Set Trap Monitor Filters FEATURE HOLD RELEASE Indicates that you press the button with the coordinating icon on whichever set you are using Contact Center Agent Guide 10 Chapter 1 Getting started NN40040 101 11 Chapter 2 Contact Center Agent Guide Logging on to CallPilot Log on to CallPilot so that calls can be routed to you You cannot log on if the maximum number of agents is logged on if you are logged on to another telephone or if someone else is logged on to your telephone You can log on only to skillsets that you are assigned to To log on from a two line display telephone Press Ce JQ 0 4 2 Enter your Agent ID and press OK or J Your Contact Center Administrator can tell you your Agent ID 3 Enter your password and press OK or The first time you log on or when you log on after your password has been reset enter the default password 0000 If you enter the default password you must create a new password 4 Press IH to log on to one or all skillsets If IH does not appear you are already logged on to all the skillsets or there are no skillsets available 5 Press
13. hones If you connect the headset before you initialize the phone calls are heard over the speaker If you initialize the IP telephone before you plug in the headset calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button Calls always ring at the IP telephone Every time you reconnect the headset you must initialize the headset Meridian and Norstar telephones If you use a headset calls ring at the telephone and the headset but calls go to the headset Business Series Terminals If you connect the headset before you connect the telephone cable to the phone jack calls goes to the handsfree speaker If you plug in the telephone before you connect the headset calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button Calls always ring at the set Every time you reconnect the headset you must initialize the headset Calls always ring at the set T7316e This type of telephone is safe to use for Automatic Answer Contact Center Agent Guide 22 Chapter 2 Contact Center Agent Guide Transferring calls If you have a caller who needs to talk to another person or is routed to the wrong skillset you can transfer the call Do not use the Call Park feature To transfer a call 1 Press 0 or TRANSFER on a two line display telephone 2 Enter the extension of the person or skillset 3 Press 8 or JOI
14. l your telephone display automatically prompts you to enter Activity Codes It is recommend that you program a memory button with 9 0 7 For information about how to program a memory button see Programming a memory button on page 20 If your Activity Code sessions are prompted and you park and page a call after you park the call an Activity Code session will not automatically appear on your telephone If you want to enter an Activity Code for the call you can do it during your Break Time by pressing 01 J The Ce J 9 0 7 session remains on your telset for 2 minutes unless you enter an Activity Code or release the e JB 0 7 session NN40040 101 Chapter 2 Contact Center Agent Guide 17 To have an Activity Code session 1 During or after a call anytime until your Break Time ends press 9 0 7 to start a session If you are prompted to enter Activity Codes the 91 session starts automatically Activita Id 2 Enter an Activity Code number and press OK RETR OK Sales surrort 3 The Activity Code name is displayed in this example Sales PETEN Es support Press K to confirm this is the correct Activity Code or ress Fl o return to the display on step 2 p RETR to return to the display tep 2 Another actu 4 You can press VES to enter another Activity Code or press HO or VES ES HO RLS to end the 9 0 amp session You can enter a m
15. line display telephone ccceeeeseceeeeeeeeeeeeeeneeeeeseeeseeeeeteeneaes 13 To change your password from a two line display telephone ssssss 14 To change your password from a one line display telephone sss 14 TO have an equus o E 17 RER MA BA eme EE 18 To Use Nol Brad n X 19 To program a feature to a memory DUO anne ea a 20 To transir Ast ee 22 To play messages in a skillset mailbox 44444404HHnnRnHn onen nnnnnnnannnnnnnnnan nn 25 Contact Center Agent Guide 4 TaskList NN40040 101 Contents Chapter 1 Getting starled uuu1000un u anna ar ae aan 7 Aout TRIS guia s re ana Br TREE PRE dos T About Contact CDI saxo xa acoge Ek ara een 7 IMANES a a rd nn rer 7 Symbols and text conventions un usa ae AA eee 8 Chapter 2 Contact Center Agent Guide 200 c cece nennen nun nenn 11 Logging anto Contact Canter u ee da 11 Logging on to Multimedia Contact Center 00 000 cee eee 12 Wha YOu shed OO DD I ser rer 13 Logging of Contact Center sujet ias a lad ae ia 13 Changing your agent password o oococcoccco een 14 Using Feature Codes euenire ri ad 15 LORA AAA 15 SUDBREBSTHR Dani 16 POU COURS eu u 16 Display Wating CaS usua done A ai an 17 Nana nissan Faber Sexe NE E 18 Programming a memory DOUOI ius sss s ee RR EROR CR Rer Eee RR RR 20 Other Contact Center features
16. nabled Handsfree calls are convenient and time saving because you do not have to use the handset or press buttons on your telephone If you use Automatic Answer be sure to activate the Not Ready feature before you leave your desk so that callers are not routed to your telephone when you are away How Automatic Answer works depends on what type of telephones your CallPilot uses WLAN Handset 2210 2211 There are two ways to set up the WLAN Handset 2210 2211 for the Automatic Answer feature in a Call Center environment Place the WLAN Handset in the active idle state When the call is received by the WLAN Handset the handset automatically switches to the active off hook state and the call proceeds as normal Note In the active idle state WLAN Handset power consumption increases which causes a decrease in the life of the battery the time before a recharge is required The handset is not normally left in the active idle state except for special situations Place the WLAN Handset in the standby state When the call is received by the WLAN Handset the handset automatically answers the call but cannot maintain the call You must press the Power on Start Call key before the call is dropped after about 5 seconds to maintain the call If you do not press the Power on Start Call key in time the call is dropped The user must end every call by pressing the Power off End Call key to release the system resources i2002 and i2004 IP telep
17. on Log off Ce J0 0 e 9g Supervisor Help e 0 6 J gel __ cim Dnon c Not Ready Ce J0 8 e g Display Waiting Calls eJ0 9J 9e You can program these CallPilot Feature Codes to memory buttons For information about how to program a Feature Code to a memory button refer to Programming a memory button on page 20 Note While you are using a feature if you press the Feature button your present feature session ends Do not press unless you want to end your current feature session Note If you use a digital mobility handset you must press the Feature button twice to end your current feature session If you do not press the Feature Jbutton twice you will not be able to make an outgoing call for two minutes Log on Use 9 0 4 to log on to CallPilot and the skillsets you are assigned to You can program a memory button with the Log on Feature Code If the memory button you choose has an indicator the indicator shows your log on status e If the indicator is off you are not logged on e Ifthe indicator is on you are logged on For information about how to program a memory button refer to Programming a memory button on page 20 Contact Center Agent Guide 16 Chapter 2 Contact Center Agent Guide Supervisor Help With Supervisor Help you can request help from a supervisor while you are on a call by pressing a programmed feature button You
18. onc cee oe kee ana Aa 21 Using Automatic Answer iussus eee erase eee eee an naar 21 Tis BI ng CANS s viu Ciel iy qe CR UR AAA 22 Viewing call information rasen 23 Silent MONOE 40 2220 rein 23 Important considerations about using features 0 24 AMES serra ei 25 Contact Center Agent Guide 6 Contents NN40040 101 Chapter 1 Getting started About this guide The Contact Center Agent User Guide explains how agents use CallPilot About CallPilot CallPilot is an application that handles incoming calls as efficiently and economically as possible CallPilot answers calls then routes the calls to agents in a skillset that most closely meets the needs of the caller If there are no agents available the calls are placed in a skillset to wait for an appropriate agent Waiting callers receive periodic announcements and informative messages Audience This guide is for Contact Center Agents It is possible that not all features in this guide are available for your CallPilot Please check with your supervisor for feature availability Contact Center Agent Guide 8 Chapter 1 Getting started Symbols and text conventions These symbols are used to highlight critical information for the BCM system a Caution Alerts you to conditions where you can damage the equipment A Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to conditions where you c
19. ory button Program a memory button with 9 0 9 to view the status of all skillsets including the skillsets that you are logged on to If the memory button you choose has an indicator the indicator shows information for the calls for the skillset that you are logged on to e If the indicator is off all of the calls are within the acceptable wait time e Ifthe indicator is flashing slowly at least one call has exceeded the primary alert time e Ifthe indicator is flashing quickly at least one call in the skillset has exceeded the secondary alert time The CallPilot Administrator sets what the alert times are For information about how to program a memory button refer to Programming a memory button on page 20 Not Ready If you use Not Ready you do not receive calls Your CallPilot Administrator can also program a Break Time which makes CallPilot automatically wait a short time before it routes the next call to you You can use the Break Time to complete any paperwork required by the last call If you need some extra time use Not Ready to prevent Contact Center from routing another call to you Do not use the Do Not Disturb feature You can use Not Ready while a call is ringing on your telephone The call that is ringing on your telephone goes back to the skillset NN40040 101 Chapter 2 Contact Center Agent Guide 19 It is recommend that you program a memory button with an indicator instead of pressing e 9 0
20. ory button refer to Programming a memory button on page 20 Contact Center Agent Guide 20 Chapter 2 Contact Center Agent Guide Programming a memory button You can program memory buttons for one touch access to Contact Center features You can program memory buttons for Logon e p 0 Supervisor Help eJ 6 e Not Ready oJ e Activity Codes a 0 7 If it is available for your system Display Waiting Calls e 0 You cannot assign features to Line Intercom Answer or Handsfree Mute buttons Note Activity Codes may not be available for your system To program a feature to a memory button Press e J GJ Press the memory button that you want to program Press e and enter the feature code A OO N Use the paper labels that come with your telephone to identify the programmed button To use the Feature Code press the labeled button Memory button indicators Memory button indicators are triangular icons that appear beside some memory buttons If you program Contact Center features on memory buttons with indicators the indicators show additional information about the feature NN40040 101 Chapter 2 Contact Center Agent Guide 21 Other CallPilot features Using Automatic Answer If you have Automatic Answer enabled you can use handsfree to answer calls An audible tone tells you that you have an incoming call Ask your CallPilot Administrator if you have Automatic Answer e
21. strator can tell you your Agent ID Enter your password and press OK or Press Admin Enter a new password that is from four to eight digits long and press OK or 4 Your password cannot start with a zero Re enter your new password and press OK or 4 Password changed is briefly displayed Press Note If you use a digital mobility handset to log on you see your password for approximately one half second before the display changes to xxx To change your password from a one line display telephone 1 2 Press Ce J 0 4 Enter your Agent ID and press Your Contact Center Administrator can tell you your Agent ID Enter your password and press Your log on status changes from Logged on to Logged off or Logged off to Logged on Press within the next five seconds Enter your new password and press J Your password cannot start with a zero Re enter your new password and press Password changed is briefly displayed Your original log on status appears NN40040 101 Chapter 2 Contact Center Agent Guide 15 Using Feature Codes You use Feature Codes to access Contact Center features The default Feature Codes are shown below Your Contact Center Administrator can program Custom Feature Codes that you use instead If you use Custom Feature Codes you can record them in the spaces below Feature Default Feature Code Custom Feature Code Open mailbox R ej Log
22. utomatically logged out or made Not Ready NN40040 101 Chapter 2 Contact Center Agent Guide 25 Follow me browsing Multimedia CallPilot agents only Follow me browsing does not work with embedded Flash animations If you click a Flash button the image that you see is not displayed to the caller If the page you are sending to the caller contains Flash animations you must explain to the caller how to display the page by for example clicking the Next button or telling them what item to click on the page to display the next page Note Multimedia CallPilot may not be available for your CallPilot Skillset mailboxes Each skillset has a skillset mailbox assigned to it Skillset mailboxes store messages left by callers Check these mailboxes on a regular basis to ensure that customer messages are responded to promptly Checking skillset mailboxes for messages Frequently check skillset mailboxes for messages Only one agent at a time can retrieve messages from each skillset mailbox If different agents access the messages in the skillset mailbox throughout the day each agent should e listen to the message e write down what the message says e erase the message e return the caller s telephone call If the caller is not available the agent can try again later or give the message to another agent If only one agent retrieves the messages at your CallPilot they do not need to transcribe and delete each message before
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