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Avaya CallPilot Contact Center Telephone User's Manual

1. Pswd 2 Enter the user password and press OK RETRY Ok Admin 3 Press OTHR MBOX AA OTHR Admin 4 Press OTHR GLIST CCR OTHE Admin 5 Press CL FAK CC CC Admin 6 Press SKILL AGEHT SKILL OTHR Skillset 7 Enter the number of the skillset you want to change and press OK RETR QUIT Ok SLatus KKRKEXE 8 The display shows whether the skillset is enabled or disabled ube oe You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue CallPilot Contact Center Telephone Administration Guide 64 Chapter 5 Setting up skillsets Skill mbox Pswd 9 Press HET to continue RESET HET Skillset Admin 10 Press OTHR PARM AGENT OTHR Skillset Admin 11 Press UHCF ROUTE OWFLW UHCE Unconf igure 12 Press YES to unconfigure the skillset WES HO Skillset 13 This display appears momentarily Urnicornt i dured CC Admin 14 Press to end the session AGEHT SKILL OTHR N0060615 65 Chapter 6 Setting up skillset mailboxes About skillset mailboxes Each skillset has a mailbox that stores messages left by callers A skillset mailbox is created automatically when you set up a skillset There is one skillset mailbox for each skillset The skillset mailbox number is the same as the Control Directory Number CDN of the skillset Skillset mailboxes have these Class of Service settings
2. Admin FAX C CC Admin AGENT SKILL OTHE Agent Admin ADL DEL CHNG Agent IDI x FAHGE CHHG Ok Start agenti RETR OK End agent RETR OK SurFervisor H CHHG HET Auto answer H CHHG HEST Hiss call BUSY LOGOUT BUSY Ok AC enters OPT OPT PRMPT Ok Agent Admin ADD DEL CHHG 10 11 12 13 15 Press CC Press AGEHT Press ADD The first available agent number is shown Press RAHGE to add a range of new agents Enter the start of the range and press Ok Enter the end of the range and press OK Press MEXT to keep the agent at agent status or press CHHG and then HEXT to give the agent supervisor status Press HEYT if you do not want calls to be force delivered to the agent or press CHHG and then HET if you want calls to be force delivered to the agent Press OF to accept BUS Make Agent Busy as the Missed Call option or press LOGOUT to select Automatic Logout and press OK Press OF if you want prompting for Activity codes to be optional or press PRMPT if you want agents to be prompted and press OK NOTE This step appears only if you use Reporting for Contact Center Press to end the session Note If you use a BCMS0 system Activity Codes are not available N0060615 Chapter 8 Setting up agents 121 Assigning an agent to a skillset You can assign an agent to one or more skillset
3. Msg notify 3 Press ADMIN or 1_ to set up Off premise Message Notification ACMIH SELECT Hoti funds 4 Press HEXT or to continue CHHG HET More dest 5 Press WES or to set up another destination number WES HO Hotifsz2i none 6 Press SETUF or 1 to set up another destination number and follow SETUP HEST the steps in To set up Off premise Message Notification to a telephone number on page 93 or To set up Off premise Message Notification to an extension on page 95 or To set up Off premise Message Notification to a pager on page 97 Turning Off premise Message Notification on or off You can turn Off premise Message Notification on or off at any time If you turn Off premise Message Notification off you do not affect any of the assigned parameters N0060615 Chapter 7 Off premise Message Notification 113 To turn Off premise Message Notification on or off Med notify ADMIN SELECT Motifs on CHHG TIME OK Hotit off CHHG TIME OK Mailbox admin GREET PSwWO QUIT 1 Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message N
4. Note Supervisors who use Make Busy 2 JQ 0 8 are still available for help requests When a supervisor accepts an agent s request for help a Silent Monitor session starts and the supervisor begins monitoring the agent s call The agent who requested help is informed when the monitoring session begins If the supervisor is already monitoring the call of the agent who requests help the supervisor is considered to have accepted the request for help How Supervisor Help works To use Supervisor Help supervisors must have a memory button programmed with the Supervisor Help feature code Ce JQ J 0 6 The programmed key must have an LCD indicator The memory button can have a distinct bright color so it can easily be distinguished from the other buttons For how to program a memory button refer to Programming a memory button with a Feature Code on page 25 When a supervisor is selected to answer an agent s help request the supervisor s telephone rings once with a distinctive tone and the Supervisor Help LCD indicator lights up and a message appears on the supervisor s display to accept or deny the call As soon as the supervisor accepts the request Contact Center starts a Silent Monitor session between the supervisor and the agent If the supervisor denies or ignores a help request the request is escalated The 9 0 6 indicator flashes quickly on the sets of all supervisors who are notified of t
5. Intelligent Overflow Routing Adding Overflow rules on page 140 N0060615 Chapter 1 Getting started 15 Greeting step Distribute for step Goto step Transfer step Disconnect step Expected Wait Time tables Activity Codes Caller Input Rule Tables Adding a Greeting step on page 150 Adding a Distribute for step on page 156 Adding a Goto step on page 157 Adding a Transfer step on page 159 Adding a Disconnect step on page 162 NOTE You must use CallPilot Manager You cannot administer EWT Tables via telephone NOTE You must use CallPilot Manager You cannot administer Activity Codes via telephone NOTE You must use CallPilot Manager You cannot administer Caller Input Rule Tables via telephone Advanced Intelligent Caller Input Routing NOTE You must use CallPilot Manager You cannot administer Advanced Intelligent Caller Input Routing via telephone Note If you use a BCM50 system Activity Codes Caller Input Rule Tables and Advanced Intelligent Caller Input Routing are not available Audience This guide is for system administrators who configure and maintain Contact Center on a Business Communications Manager To use this guide you must e be an authorized system administrator e be knowledgeable of CallPilot and Contact Center Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description BCM Busi
6. Goto Steri 2 CHHG Ok Table complete 52 53 54 55 56 57 58 Press OK Press YES Press OTHE Press GOTO Press CHHG Press OK Press to end the session CallPilot Contact Center Telephone Administration Guide 168 Chapter 10 Routing table administration Example of a Night Routing Table To set up the routing table steps shown in Example of Night Routing Table steps follow the procedure To set up the Night Routing Table example Example of Night Routing Table steps Step number Type of step Step parameters 1 Greeting Greeting 6 non business hours greeting Not forced play Intelligent Call Input Routing Basic 2 Disconnect There are no parameters for the Disconnect option To set up the Night Routing Table example Loa 1 Press 2 J9 8 a pe saul Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Psu 2 Enter the user password and press OK RETR Ok Admin 3 Press OTHR MBOX AA OTHE Admin 4 Press OTHR GLIST CCR OTHR Admin 5 Press EC FAX cc CC Admin 6 Press SKILL AGEHT SEILL OTHR Skillset 7 Enter the number of the skillset you want to set up and press OK RETR QUIT
7. In this example Day is shown N0060615 Chapter 10 Routing table administration 171 Day routing L TEW EFASE IHS 1 AAHH CHHG HEST End table ADD QUIT Foute Table DAY HIGHT QUIT 13 Press WIEW 14 Press HEXT to view each remaining step 15 This display appears when you reach the last step 16 Press to end the session CallPilot Contact Center Telephone Administration Guide 172 Chapter 10 Routing table administration Log QUIT RETRY OK Pew RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHE Admin FAX cc CC Admin AGENT SKILL OTHE Skillset RETRY QUIT OK SLaLus KAHHAR CHHG HET Skill mbox Pswd RESET HEMT Skillset Admin FARM AGENT OTHR Skillset Admin ROUTE OWFLW UMICF Route Table cAY HIGHT QUIT Day routing WIEW ERASE IHS 1 KAH CHHG HET MEEK I FETR Ok 1 10 11 12 13 14 15 Modifying Routing Table steps Press e i Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTHR Press OTHF Press CL Press SKILL Enter the number of the skillset you want to modify a step for and press OF If the
8. 180 Chapter 11 Monitoring call activity To monitor skillsets 1 Press 9 f0 Q The skillset display for skillset 1 appears On a one line display Ona two line display telephone To telephone press press 0 or GOTO enter the number of the skillset you want to monitor 2 or SKILL go to the next skillset or 6 or 6 or HEXT monitor the next enabled skillset 4 or PREL go to the previous menu a go to the next menu 6 cancel the session a Ce exit Note If at any time during a monitoring session you press a programmed memory key your monitoring session ends Do not press a memory key unless you want to end your monitoring session Note If you have the Reporting for Contact Center option enabled you can monitor and record call activity from a computer that is running Reporting for Contact Center You need a keycode to use Reporting for Contact Center Contact your vendor if you are interested in purchasing or trying Reporting for Contact Center An example of monitoring skillsets In the example shown here there are calls waiting in skillset 1 In this situation after you monitor the skillsets you can ask any qualified and available agents from another skillset to log on to skillset 1 until the calls in skillset 1 are handled 1 Press JQ 0 Q Skill 1 Enabled 2 Press HEXT to monitor skillset 1 Sa et In this example skillset 1 is enabled and appears
9. Playing skillset mailbox messages Use the procedure for playing messages that corresponds to the interface you use e To play skillset mailbox messages Norstar Voice Mail on page 82 e To play skillset mailbox messages CallPilot on page 84 To play skillset mailbox messages Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface 1 Press PeBe Follow the voice prompts or the display button options on your telephone to open the skillset mailbox PLAY Znen 8 saved REC AGMIH 2 Press PLAY or to listen to your messages For other options refer to the table Playing skillset mailbox messages Norstar Voice Mail on page 82 3 Press to end the session The table Playing skillset mailbox messages Norstar Voice Mail shows the message options available to you during and after playing messages Playing skillset mailbox messages Norstar Voice Mail Option Button Available Available Description while after playing playing Back up Rewinds the message three seconds and resumes r Y playing it lt lt lt Copy Sends a copy of the message to one or more mailboxes or Vv Vv If you record an introduction it must be longer than three seconds COPY End of Goes to the end of the message Message or Vv gt gt gt gt gt gt Envelope Plays the information in the message envelope Envelope Vv Vv information include
10. Press MODE This display appears briefly The display shows the Service Mode for skillset 1 In this example skillset 1 is in Auto mode Press CHHG if you want to change the Service Mode to Day or Night or press IEW if you want to view the details for the Service Mode or press HE T if you have a Day Routing Table for skillset 2 The display shows the Service Mode for skillset 2 In this example skillset 2 is in Day mode Press CHHG if you want to change the Service Mode to Auto or Night or press IEW if you want to view the details for the Service Mode or press HEST Press to end the session Note Remember to manually choose the Day Routing Table or the Automatic Service Mode when your business returns to regular hours N0060615 177 Chapter 11 Monitoring call activity There are two ways that you and supervisors can monitor call activity at your contact center e Monitoring agent calls with Silent Monitor on page 177 e Monitoring skillsets on page 179 You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring e Display calls waiting in skillsets 9 0 e Monitor agent calls Q o 6 NOTE To use 9 0 6 we recommend you program it to a memory button and press the 9 0 6 memory button to monitor agent calls For more information on monitoring agents refer to the Contact Center Supervisor Guide Monitoring agent calls
11. REC CHOOSE CFD Greeting 5 Press PEFS or 3 to choose a Personalized mailbox greeting PRIME ALT PERS Greeting 6 Enter the Personalized greeting number that you want to delete RETRY OF PHE Ree 7 Press DEL or to delete the greeting CHHG DEL OF 8 Press to end the session N0060615 Chapter 6 Setting up skillset mailboxes 81 Checking skillset mailboxes for messages Frequently check the skillset mailboxes for messages Only one agent can retrieve messages from each skillset mailbox at a time If different agents access the messages in the skillset mailbox throughout the day each agent should e listen to the message e write down what the message says e erase the message e return the caller s telephone call If the caller is not available the agent can try again later or pass the message on to another agent If the agent who listens to the message erases the message after writing down what it says e the next agent does not waste time listening to the same message e the next agent knows if the callback was successful or not e only one agent contacts the caller If only one agent is responsible for retrieving messages at your contact center this agent does not need to transcribe and delete each message before callback This agent handles messages and knows the status of the old messages CallPilot Contact Center Telephone Administration Guide 82 Chapter 6 Setting up skillset mailboxes
12. Using the dialpad on page 22 Press HET CallPilot Contact Center Telephone Administration Guide 60 Chapter 5 Setting up skillsets CDH RETR OK COH irn CHHG HEST HWI ext inone gt CHHG HET Ext RETR OK HWI exti inss CHHG HEST Method sxx CHHG HET Breaki xik CHHG HET Ereaki mms RETR OK Delay ansi xxInx CHHG Delay ans mmss RETR OK Delay ansi xxInx CHHG HEST Atdt xxi CHHG HET Ext FETE QUIT 13 14 15 16 17 18 19 20 21 22 23 24 25 26 The skillset s CDN is displayed Press CHHG to change the CDN or press HEXT and go to step 14 Enter the CDN and press OE Press HET Press CHHG to assign or change an MWI ext or press HET to accept the default of no MWI and go to step 17 Enter the extension for MWI and press OK Press HEXT Press CHHG to change the method of call distribution or press HEST Press CHHG to change the Break time or press HEXT and go to step 21 Enter the Break time and press OK This is a four digit field Add a zero to any single digit hour or minute Press CHHG to change the Delay Answer time or press HEXT and go to step 24 Enter the Delay answer time and press OK This is a four digit field Add a zero to any single digit hour or minute Press HET The display shows whether the ski
13. C Call Distribution Method 210 monitoring 180 Silent Monitor 177 Call Forward on Busy 195 Call Park 194 Call Pickup 194 Call Transfer 194 Caller Directed Transfer 12 Caller ID 84 CallPilot mailbox interface 67 CallPilot Manager 13 CFB 195 CFNA 195 Changing skillset mailbox password 71 Channels reserved 33 voice 33 Character limit for Off premise Message Notification destination pager number and message 97 for Off premise Message Notification destination number 98 100 109 Checking the telephone mailbox interface 67 Company Directory 68 Conference calls 179 Contact Center efficiency tips 192 Feature Codes 24 preventing call congestion 179 reporting 13 Contact Center Administrator Feature Codes 26 Control DN 50 65 66 196 Conventions guide 23 angled brackets 23 button options 23 buttons 23 command line 23 Copying a message 82 copyright 2 D Day mode skillset 133 Day of Week Service 13 Default mode skillset 133 Delay Answer feature 189 209 Deleted messages retrieving 83 Deleting messages 82 85 Destination number character limit 98 100 109 for pagers 97 when CallPilot is behind PBX or Centrex 97 Destination pager number character limit 97 Destination Off premise Message Notification numbers 89 Determining Control DN 66 Feature Codes 24 mailbox interface 67 Message Waiting Indication extension 66 skillset mailbox number 66 CallPilot Contact Center Telephone Administration Gui
14. CallPilot Contact Center Telephone Administration Guide BCM 4 0 CallPilot Document Status Standard Document Version 02 Part Code N0060615 Date June 2006 NORTEL Copyright 2006 Nortel Networks All Rights Reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Task List RIOTING GIANG o iec cece oes lene sectse cue sisisecleewetesecsse 11 About Contact Center telephone administration 0 21 Te Getermine the Featire CodeS oasis dssecscisacsuaiataasiveenbeasievereiadadestidadsduetbesinanctnedasmentaca 24 Toprooram a Memo BUON rsisi sninen aieia Aia S Rai EE AE 25 Contact Center general properties 0 0 2c eee eee eee 29 To enable the Contact Center keycode cccccscceceseeeeeeeeeteneeeeeeaeeseaeeeesaeeeeaeeeeeaeeeee 29 To set Contact Center general pr
15. Changing a routing table Note You can add and delete steps to a routing table after the initial set up You must disable the skillset and then make necessary changes You must disable a skillset before you can change its routing table For how to disable a skillset refer to Disabling a skillset on page 58 To Follow the procedure Review steps Reviewing Routing Table steps on page 170 Modify steps Modifying Routing Table steps on page 172 Erasing a routing table Erasing a Routing Table on page 174 Reviewing Routing Table steps Loa 1 Press JQ 8 8 BUI PELENE Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Psu 2 Enter the user password and press OK RETRY Ok Admir 3 Press OTHR MBO AA OTHE Admin 4 Press OTHR GLIST CCR OTHR E Gdmin 5 Press Ce FAK cc CC Admin 6 Press SKILL AGENT SKILL OTHE Skillset 7 Enter the number of the skillset you want to review and press OK RETRY QUIT Ok Status XKEKEK 8 Press HEXT CHHG HEAT Skill mbox Pswd 9 Press HEXT to continue RESET HEAT Skillset Admin 10 Press OTHF FARM AGENT OTHE Skillset Admin 11 Press KOUTE ROUTE OWFLW HCF Route Table 12 Press DAY or HIGHT DAY HIGHT QUIT
16. PRIME ALT FERS Press PERS or to record a Personalized greeting Greeting Enter a Personalized greeting number of 1 2 or 3 RETRY OF Phi Press CHHG or f CHHG OF N0060615 Chapter 6 Setting up skillset mailboxes 79 PHI x xRMEEMER EK RETRY OF Record Greeting RETRY OF Accert greeting RETR PLAY OK 8 Enter the telephone number maximum 10 digits that you are assigning the Personalized mailbox greeting to Press OF or to accept the telephone number 9 Lift your handset At the tone record your greeting Press OF or to end the recording 10 Press OK or to accept the greeting or press PLAY orfi to listen to the greeting or press RETR or to re record the greeting 11 Press to end the session CallPilot Contact Center Telephone Administration Guide 80 Chapter 6 Setting up skillset mailboxes Deleting a Personalized mailbox greeting If you no longer need a Personalized mailbox greeting you can delete it 1 Press peA Follow the voice prompts or the display button options on your telephone to open the skillset mailbox Skillset namer 2 The skillset mailbox name appears briefly 3 Ifyou use the CallPilot interface e Press to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface e Press AD IH or e Press GREET or e Go to step 4 Greeting options 4 Press REC or 1 J
17. Press OK or f to be notified when the skillset mailbox receives a new message or press CHHG or to be notified only when the skillset mailbox receives an urgent message Press to end the session CallPilot Contact Center Telephone Administration Guide 102 Chapter 7 Off premise Message Notification Changing Off premise Message Notification You can change the parameters and destinations for Off Premise Message Notification Refer to Off premise Message Notification parameters on page 91 for more information about parameters If you want to change the time or message type parameters use the procedure To change the time range or type of message parameters on page 102 If you want to change the destination type refer to the procedure for the destination type To change the destination type refer to from a telephone to an extension pager or another telephone page 104 number from a pager to an extension or telephone page 106 from a telephone or extension to a pager page 108 To change the time 1 2 Meg notify 3 ADMIH SELECT Hotifyicx gt 4 CHHG HEXT More dest 5 YES HO range or type of message parameters Press e JBJEJ Follow the voice prompts or the display button options on your telephone to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Not
18. Skillset Admin ROUTE OWFLW UNC Route Table DAY HIGHT QUIT Day routing SETUP QUIT Ster x DIST GETG OTHE Dist time BANA CHHG OF 1 10 11 12 13 14 15 Press e Enter the telset User ID that has voicemail administration rights and press QE For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTHR Press OTHF Press CC Press SKILL Enter the number of the skillset you want to add a Distribute step to and press QE If the skillset is enabled press CHHG to disable it Press HEMT Press HEXT to continue Press OTHR Press KOUTE Press DAY or HIGHT In this example Day is shown Press SETLIP Press DIST The default hold time is 00 30 Press CHHG to change the default time or press OE to accept the default and go to step 18 N0060615 Chapter 10 Routing table administration 157 Dist time mmss 16 Enter the hold time and press QE RETRY OK Dist Lime xxix 17 Press OK CHHG 0E Another ster 18 Press YES to add another step YES QJIT or press C to end the session Adding a Goto step Goto steps send a caller to a previous step in the routing table You can add a Goto step only to the end of a routing table There must be additional steps in the route you are setting up Log
19. or press HEXT to accept the default key and go to step 25 Enter the key you want to assign for the Operator and press OK Press HET CallPilot Contact Center Telephone Administration Guide 154 Chapter 10 Routing table administration Mbox Kew 2 25 The display shows the default key for the skillset mailbox a ee Press CHHG if you want to change the key that callers press to reach the skillset mailbox or press DISABL if you do not want callers to be able to press a key to reach the skillset mailbox press HEXT and go to step 28 or press HEXT to accept the default key and go to step 28 Mbox Kew 26 Enter the key you want to assign for the skillset mailbox and press RETRY Ok OK Mbox Kesi x 27 Press HET CHHG DISABL HET CCR Kew 2 Tre 1 28 The display shows the default key for a CCR Tree a Pe Press CHHG if you want to change the key that callers press to reach the CCR Tree or press CISABL if you do not want callers to be able to press a key to reach the skillset mailbox press HEXT and go to step 32 or press QE to accept the default key and go to step 33 Note You cannot let callers transfer to a CCR Tree unless you have created a CCR Tree Refer to the CallPilot Telephone Administration Guide or the CallPilot Manager Set Up and Operation Guide CCR Kew 29 Enter the key you want to assign for the CCR Tree and press OK RETRY Ok CCR Key x 30 Pres
20. to end the session or repeat steps 4 through 36 to set up another skillset N0060615 Chapter 5 Setting up skillsets 57 Enabling a skillset After you set up a skillset calls will not be answered until you enable it If you disable a skillset no new calls are accepted in the skillset Calls that are in the skillset are distributed until the calls are ended Before you can enable a skillset you must e setup the skillset using the procedure To set up a skillset on page 53 e initialize and record a greeting for the skillset mailbox using the procedure Initializing a skillset mailbox on page 68 e set up the Day and Night Routing Tables using the procedures in Chapter 10 Routing table administration on page 147 To enable a skillset Loa QUIT FETRY OF Pew RETR OK Admin MBO AA OTHE Admin GLIST CCR cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT OK Status Disabled CHHG HEXT Status Enabled CHHG HET Skill mbox Pswd RESET HEST 1 Press eJ l Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTHR Press CC Press SKILL Enter the number of the skillset you want to enable and press OK
21. use the primary prompt language maximum message time is 15 minutes maximum message length is three minutes maximum message retention is 30 days maximum greeting length of one minute Off premise message notification enabled with a retry interval of five minutes and three attempts Outbound Transfer is enabled maximum number of incorrect password attempts is nine password expires in 90 days Networking is enabled if you have the Message Networking option enabled Personal Target Attendant is enabled Record Call is not enabled prompt language is Primary user interface is Norstar Voice Mail The default Class of Service for skillset mailboxes is 1 To prepare a skillset mailbox to receive messages Know the skillset mailbox number CDN of each skillset mailbox If you do not know the skillset mailbox number refer to Determining a skillset mailbox number on page 66 Initialize the skillset mailbox Refer to Initializing a skillset mailbox on page 68 Record the skillset mailbox greetings Refer to Recording skillset mailbox greetings on page 74 You can use the table Skillset mailboxes on page 204 to record the skillset mailboxes you set up CallPilot Contact Center Telephone Administration Guide 66 Chapter 6 Setting up skillset mailboxes Determining a skillset mailbox number You must know a skillset mailbox number before you can set up the skillset mailbox The skillset mailbox number is the
22. A call in a skillset receives the treatment specified by the routing table The treatment can be a combination of greetings transfers and being on hold If an agent becomes available the call is sent to the available agent Each skillset has a Day and a Night Routing Table Set up the Day Routing Table for your business hours Set up the Night Routing Table for your non business hours The maximum number of steps you can add to a routing table is 20 You can record the routing table steps you create in Routing Tables on page 205 Note You can add and delete steps to a routing table after the initial set up You must disable the skillset and then make necessary changes Setting up DID routing You can route calls based on their Direct Inward Dialing DID number DID is the ability to make a telephone call directly into an internal extension without having to go through the operator To route DID calls set up a DID target line and assign the target line to a skillset To set up DID routing for Business Communications Manager 1 In Element Manager set up a DID target line For information about setting up a DID target line refer to the BCM Administration Guide 2 In CallPilot Manager configure the target line number to be answered by Contact Center For information about configuring lines refer to Configuring lines on page 40 CallPilot Contact Center Telephone Administration Guide 148 Chapter 10 Routing
23. Storitstor time gt 11 Press CHHG or 1 to change the stop time CHHG HEST or press HEST or to accept the stop time Ms LPecnew 12 If you want to change message notification ae U press EHHG or 1 if you want to be notified only when the skillset mailbox receives an urgent message Press OK or J Meg notify 13 Press to end the session ACMI SELECT CallPilot Contact Center Telephone Administration Guide 106 Chapter 7 Off premise Message Notification To change the destination from pager to telephone or extension Med notify ADMIN SELECT Modifyirager CHHG HET Destination PHOWE EXT PAGER CxMEREME I RETR OK Hotifyicx gt CHHG HEST More dest VES HO 1 Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press AD IH or to change Off premise Message Notification The displays shows the first destination type and destination number Press CHHG or to change the destination type and the destination number Choose the type of destination number press PHOHE or to choose a telephone number destina
24. click the Configuration tab The configuration folders display Click the Telephony folder and then click the Global Settings folder Click the Advanced Features task Click the Silent Monitor heading From the Monitoring Mode list box select Silent In the Number of SM sets box enter the number of sets you want as supervisory telephones In the SM Password box enter a six digit password Log off Element Manager Note If you are using a Business Communications Manager system refer to the BCM 4 0 Networking Configuration Guide for information about setting up Silent Monitor Note If the Silent Monitor setting is set to non silent there is a conference tone at the start of calls that you monitor therefore monitoring isn t silent In the UK the default for Silent Monitor is non silent In North America the default is silent Using Silent Monitor with Answer DN If you have an Answer DN programmed for your main telephone and you are using Silent Monitor from your main telephone the telephone that you have programmed as your Answer DN telephone rings briefly when you monitor an agent who is not on a call and the agent answers or places a call you start to monitor an agent who is on an active call you monitor an agent who puts a call on hold and answers another call or unholds the original call Monitoring tips More than one supervisor can log on to the same skillset An agent can be monitored by only one s
25. digits long and cannot start with zero CallPilot Contact Center Telephone Administration Guide 72 Chapter 6 Setting up skillset mailboxes To change a skillset mailbox password 1 Skillset name gt 2 3 Psu 4 RETRY OK Again 5 RETRY OK Password OK 6 7 Press PJEBJE Follow the voice prompts or the display buttons to open the skillset mailbox The skillset mailbox name appears briefly and the recorded name plays If you use the CallPilot interface e Press to open the Mailbox Password menu e Go to step 4 If you use the Norstar Voice Mail interface e Press AGMIM or e Press PSWD or e Go to step 4 Enter your new mailbox password and press OK or f Re enter your new mailbox password and press OK or J This display appears briefly Press to end the session Resetting a skillset mailbox password You must disable the skillset before you reset the password Note Reset a password if the agent who accesses the skillset mailbox forgets the password or is locked out The password for the reset mailbox is 0000 The agent who accesses the skillset mailbox cannot retrieve messages until they create a new password Tell the agent to change the default password as soon as possible While the skillset mailbox has the default password the mailbox is vulnerable to unauthorized access N0060615 Chapter 6 Setting up skillset mailboxes 73 To reset a s
26. tone please leave your name telephone number and a brief message One of our agents will return your call as soon as possible Thank you You can record an Alternate greeting for each skillset mailbox Use an Alternate greeting for special circumstances In the Alternate skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory For example Season s Greetings You have reached the Sales Department at Bridgestone Computers At the sound of the tone please leave your name telephone number and a brief message One of our agents will return your call when we re open on December 27 Thank you N0060615 Chapter 6 Setting up skillset mailboxes 75 To record a Primary or Alternate skillset mailbox greeting Skillset name gt Greeting oFtions REC CHOOSE CFD Greeting PRIME ALT PERS Hot recorded Record new YES Ho QUIT Record Greeting RETRY OK Accert greeting FETR PLAY OK 1 Press BBJ Follow the voice prompts or the display button options to open the skillset mailbox The skillset mailbox name appears briefly If you use the CallPilot interface e Press to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface e Press AGMIN or e Press GREET or e Go to step 4 Press REC or f Press PRIME or to record the Primary greeting or press ALT or to re
27. 19 Press CHAHGE if you want to change the time of the Overflow rule or press HET to continue If you do not have a time set for this Overflow rule this display does not appear Press CHANGE if you want to change the agent setting of the Overflow rule or press HET to continue The display shows additional information about the Overflow rule What appears depends on the parameters for the rule Press CHANGE to change the information displayed or press MORE to view more information about the rule or press HET to continue Press CHANGE if you want to change the priority of the Overflow rule or press HET to continue If you do not have a priority setting configured this display does not appear Press 4 to end the session CallPilot Contact Center Telephone Administration Guide 144 Chapter 9 Intelligent Overflow Routing Deleting Overflow rules Loa 1 Press l J9 8 B BEI PEIR E Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Pwd 2 Enter the user password and press OK RETR Ok Admin 3 Press OTHR MEO AA OTHE Admin 4 Press OTHF GLIST CCR OTHR Admin 5 Press CL FAX C CC Admin 6 Press SKILL AGEHT SEILL OTHF Skillset 7 Ente
28. A 157 Adding a Transfer Step kcd ech ven seer eee hee es sta Ge bis eed enerne rD 159 CallPilot Contact Center Telephone Administration Guide 8 Contents HOGG a DISGONNGRISIGD orcs ede ekESinabeheneesetiageayetadgka Kod soeey 162 Example of a Day Routing Table si cscvees cl ieay sends edhe ehad basse eS 164 Example of a Night Routing Table cu ccc oeees oxaee dakota weber wes exes 168 Changing routing table socii esii eer Saati dw eteoda le bededdedoener does 170 Reviewing Routing Table steps 0 cc eee eee ees 170 Modifying Routing Table SIGNS lt cuncedeneckencateus TEbea weed pao wes 172 Erasing a Routing Table 2cccsadevtaetccasesewoeoedbnt hoe bodeeutwes 174 Setting the Service Modes for skillsets 00 000 eee eee ee 175 Chapter 11 Monitoring call activity s siriserisssesssssrssrissrcarisersessa 177 Monitoring agent calls with Silent Monitor sssusa aaaea 177 Using Silent Monitor with Answer DN 0000 0c 178 Montong UPS lt cicnticncicteienoeetesee bere edeeks bobbi ade tienede one 178 SHOE SkillSelS sirrrtirsisrtarst itere AERAR Gade ahd nes owe as 179 An example of monitoring skillsets 00 0 e eee eee 180 Using a memory button to monitor calls waiting in skillsets 181 Taking Some Not Ready time occse cui eas Saeed Cekini Sieben cok wns Emen s 182 Uang Not ROAY se rarr dat ee DORs Geet Rohe es bots Menem aa hee ees 182 Programming Not Ready to a memory but
29. BETE 08 Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Paud 2 Enter the user password and press OK RETRY Ok Admin 3 Press OTHR MBO AA OTHE Admin 4 Press OTHR GLIST CCR OTHE Gdmin 5 Press CC FAX cc CC Admin 6 Press SKILL AGENT SKILL OTHE Skillset 7 Enter the number of the skillset you want to add a Greeting step to RETRY QUIT Ok and press OK status HHHMH 8 Ifthe skillset is enabled press EHHG to disable it CHNG NEAT Press MET Skill mbox Pswd 9 Press HET to continue RESET HEST Skillset Admin 10 Press THF FARM AGENT OTHE E Skillset Admin 11 Press ROUTE ROUTE OWFLW UMICF Route Table 12 Press DAY or HIGHT DAY HIGHT QUIT In this example Day is shown Das routing 13 Press SETUP SETUP QUIT Ster 1 14 Press GRTG DIST GETG OTHR Greeting ture 15 Press HORMAL EWT HORMAL CC greetingi x 16 Enter the number of the greeting you want to use and press OK RETRY Ok N0060615 Chapter 10 Routing table administration 153 CC greetindi x RETR PLAY DE Tyre Horr Force FER OF AA Key 1 Tbl i CHHG DISABL HEST AA Fes disable CHHG HET AA Kes RETR ok AA Resi
30. Caller ID information is not relayed Long distance charges start when a call is answered by Contact Center To minimize long distance charges set the ring count higher than 0 so that calls spend more waiting time in a ringing state N0060615 Chapter 3 Contact Center general properties 41 To configure lines for Contact Center Log QUIT RETRY OK Pew RETR OK Admin MBO AA OTHR Auto Atdt Admin GETG TABLE LINES Line number RETR OK Line x Ane Ho CHHG HET Line x Ans AA CHHG TABLE HEST Line x Ans CC CHHG SEILL HEST Skill number RETRY OK Line x Ssil CHHG RINGS HEST Line x Rings CHHG AHS HET Ho of rings FETR OK Liners Pings CHHG AHS HET 1 10 11 12 13 Press e Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press AH Press LINES Enter the line number and press OK Press CHHG Press CHHG Press SKILL Enter the number of the skillset you want to answer the line and press OF Press RINGS Press CHHG Enter the number of rings and press OK Press NEXT to configure another line or press C to end the session CallPilot Contact Center Telephone Administration Gui
31. Codes on their telephone If you do not have Reporting for Contact Center enabled on your system this setting does not appear CallPilot Contact Center Telephone Administration Guide 52 Chapter 5 Setting up skillsets Expected Wait Time Expected Wait Time parameters are EWT sample How many previous calls are used to calculate EWT You can enter a number between 2 and 256 calls EWT Increase Allowed Enabled by default which means that EWT is recalculated if it increases and the appropriate EWT greeting is played If not enabled callers do not hear recalculated expected wait times if the wait time increases Whether enabled or not callers hear the appropriate EWT greeting if the wait time decreases Initial Call Duration The Initial Call Duration is used to compute expected wait time until sufficient call statistics are obtained The average call duration is updated whenever a call is released from an agent This can be a value between 00 01 00 and 24 00 00 The default is 00 03 00 Service Mode The service modes are Auto Day Night 24 Hour The default is 24 hour operation For more information about Service Mode see Setting the Service Modes for skillsets on page 175 Note Although you can set Activity Code and Expected Wait Time parameters though Ce 9 8 J you must use CallPilot Manager to create Activity Codes and Expected Wait Time tables For more information refer to
32. Greeting step callers hear two greetings in a row Contact Center general parameters Do not assign all the available voice channels as reserved channels Otherwise there will be no channels available for voicemail A reserved or voice channel is used when aContact Center greeting is played to a caller Off premise Message Notification notifies you of a message in a skillset mailbox N0060615 Chapter 12 Tips for operating Contact Center 191 How to calculate the longest time a caller can be on hold The formula used to calculate the longest wait time a caller can be on hold without hearing a greeting is maximum calls Wait Time voice channels 1 x maximum greeting length where e wait time is the longest time in seconds that a caller can be on hold without hearing a greeting e maximum calls is the maximum number of calls that Contact Center can normally handle Inacontact center where external calls are not transferred or forwarded to Contact Center the maximum number of calls is the same as the number of lines programmed to be answered by Contact Center Inacontact center where external calls are frequently transferred or forwarded to Contact Center the maximum number of calls is the total number of lines on the system For information on how calls transfer to a skillset refer to How incoming calls are sent to a skillset on page 49 e voice channels is the estimated number of
33. KJ VM Seat NEXT CHNGE BAC KJ VM Seat NEXT CHNGE BAC KJ Features List NEXT SHOW BACK Keycode NEXT SHOW BACK 1st NEXT CHNGE BAC KJ Sts CANCL RETRY OK 2nd NEXT CHNGE BAC KJ 2nd CANCL RETRY OK 3rd NEXT CHNGE BACK 3rd D CANCL RETRY OKJ 1st 12345678 NEXT CHNGE BACK Keycode NEXT SHOW BACK Activate YES NO 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 Press CHHGE to enter the new feature data value For example if you have two voicemail seats enter 2 Enter the new feature data value Press OF to accept the data feature value The new feature data value are displayed Press BACK to return to the feature Press HEXT to scroll through the feature list and select the feature you want Repeat steps above to add more features Add all features and feature data values before you enter the keycode After you add all of the features you have purchased press BACE The Features List is displayed Press HEXT to continue to the Keycode display Press SHOW to enter the keycode The keycode is a 24 digit code Enter the keycode in three 8 digit sets Press CHHGE to enter the first eight digits of the keycode Enter the first eight digits of the keycode and press OK Press CHHGE to enter the second set of eight digits of the keycode Enter the second set of eight digits of the keycode and press OF Press CHHGE to enter the third set of eight digits
34. OTHE Agent Admin ADD DEL CHHG Agent ID DIR FETE OK HMKXI DEL QUIT Agent deleted Press 8 B Enter the telset User ID that has voicemail administration rights and press OF For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTHF Press OTHF Press CC Press AGEHT Press DEL Enter the agent s ID number and press 0K or press DIF to search the directory 9 The agent s name is displayed Press PEL 10 The display shows the agent is deleted 11 Press to end the session CallPilot Contact Center Telephone Administration Guide 130 Chapter 8 Setting up agents Resetting an agent password Log QUIT RETRY OF Pew RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHE Admin FAX cc CC Admin AGEHT SKILL OTHE Agent Admir AL DEL CHHG Agent ID DIR RETR OK Login Pswd RESET HET 1 9 Press e Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTHR Press OTHE Press CC Press AGEHT Press CHHG Enter the ID number of the agent you want to
35. Ok SLatus KHHKK 8 If the skillset is enabled press CHNG to disable it CHHG NEST Press NEXT Skill mbox Pswd 9 Press HEXT to continue RESET HEST Skill mbox Pswd 10 Press HEXT to continue RESET HEST Skillset Admin 11 Press THF PARM AGENT OTHE N0060615 Chapter 10 Routing table administration 169 Skillset Admin ROUTE OWFLW UMCF Route Table DAY HIGHT QUIT Hight routing SETUP QUIT Greeting tyre EWT HORMAL Ster 1 DIST GETG OTHR CC greetingi x RETRY OK CO greetindi x RETR PLAY OK Tyre Horr Force FER OF AA Kes 1 CHHG DISABL HEST Ofer Kes B CHHG DISABL HEST Mbox Kew 9 CHHG GISABL HEST CCR Keyl Tri il CHHG DISABL Ok Tyre Horm sfer Force FER Ok Another ster YES QUIT Ster 2 DIST GETG OTHE Ster 2 DISC FER G T Disconnect Foute Table DAY HIGHT QUIT 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 Press ROUTE Press HIGHT Press SETUP Press HORMAL Press GETG Press 6 and press OK Press OK Press SFER Press HET Press HET Press HET Press DE Press OK Press VES Press OTHE Press DISC Press DE Press to end the session CallPilot Contact Center Telephone Administration Guide 170 Chapter 10 Routing table administration
36. PEJE Follow the voice prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Med notify 3 Press ALMIH or 1 to set up Off premise Message Notification ADMIN SELECT CallPilot Contact Center Telephone Administration Guide 98 Chapter 7 Off premise Message Notification Destination PHOWE EXT PAGER Pager RETR OK lt x ADD OK Shows CHHG HET More dest VES Ho Msg Lyre new CHHG OK Med notify ADMIN SELECT 4 Press PAGER or to select a pager number destination Enter the destination pager number and press OK or J Press OE or to accept the destination pager number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or Press HEXT or to accept the default pager message represented by lt xxxx gt The default pager message sent by CallPilot is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or pr
37. Press CHHG to change the status from disabled to enabled The display shows that the skillset is enabled Press RESET to reset the password for the skillset mailbox or press HET to continue 10 Press to end the session CallPilot Contact Center Telephone Administration Guide 58 Chapter 5 Setting up skillsets Disabling a skillset You must disable a skillset if you want to change the skillset properties or administer the lines If you disable a skillset no new calls go to the skillset Any calls that are in the skillset are distributed until the calls are ended To disable a skillset Loa 1 Press l J9 8 B BON RETRY 0k Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Pswd 2 Enter the user password and press OK RETRY Ok Admin 3 Press OTHR MBO AA OTHR Admin 4 Press CC GLIST CCR CC CC Admin 5 Press SKILL AGEHT SKILL OTHR Skillset 6 Enter the number of the skillset you want to disable and press OK RETRY QUIT Ok Statusi Enabled 7 Press CHHG to change the status from enabled to disabled CHHG HEST Statusi Disabled 8 The display shows that the skillset is disabled CHHG HEST 9 Press to end the session N0060615 Chapter 5 Setting up skillsets 59 C
38. Supervisor Help F906 feature key 1 Launch the Supervisor Help feature by pressing BJO 6 Jor the F906 memory button on your telephone Help xx 2 The display shows the ID and name of the agent requesting help ae eS ba Press YES to accept the help request or press IMFO to see more information about the request or press HO to deny the request This escalates the request and the display shows the next help request if there is one 3 When the help session is complete press to end the session For a missed request the prompt aa asked help appears After a missed request is viewed by a supervisor it is not shown to any other supervisor CallPilot Contact Center Telephone Administration Guide 188 Chapter 11 Monitoring call activity N0060615 189 Chapter 12 Tips for operating Contact Center This chapter has tips on improving the operation of Contact Center Agent administration Agents can log on to any telephone on the system Contact Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an abandoned agent set If an agent does not answer a call within a specified number of rings the call returns to the skillset to be presented to another agent and the telephone is placed into Auto Busy Mode by Contact Center The agent must manually cancel Auto Busy Mode to resume accepting calls Skillset administration If a call comes in on a line
39. agent configures CFAC to an external number the calls are dropped Agents can use Call Forward to the voicemail DN Answer DN If you are doing silent monitoring the only way agents should use Answer DN is if they program their portable set to be the Answer DN for their main telephone This is because you will not be able to monitor calls that agents answer on their Answer DN You can only monitor calls that agents answer from the set they are logged on to If an agent uses their Answer DN telephone to answer a call that is transferred to them Contact Center does not recognize the agent as being busy and still sends calls to the agent s main set Agents who log on from a regular telephone and answer Contact Center calls using an answer DN key from a portable telephone cannot use Supervisor Help N0060615 Chapter 13 Troubleshooting Contact Center 195 Do Not Disturb Instead of using Do Not Disturb agents must use the Not Ready Feature Code e JJ 0 8 If agents use Do Not Disturb they are automatically logged out or made not ready after the first call Call Forward No Answer When an agent s phone is on Call Forward No Answer to the voicemail extension the number of rings for Call Forward No Answer must be less than the number of rings for Transfer Callback Timeout If a call is forwarded by CFNA to another agent and is answered by that agent the original agent who has CFNA setting is made Not Ready or logged out inste
40. an optional greeting you can record for special circumstances If your contact center subscribes to Caller ID you can record Personalized skillset mailbox greetings If you record Primary and Alternate skillset mailbox greetings you must choose which greeting plays to callers who reach the skillset mailbox You can also record greetings in an Alternate Language Callers can press P while the greeting is playing to listen to the voice prompts in the Alternate Language Remember to inform callers in the Primary skillset mailbox greeting that they can press P to hear the Alternate Language If the Operator Status is set to Yes and a caller presses 0 during the skillset mailbox greeting the caller transfers to the receptionist or Operator For information about Operator Status refer to the CallPilot Manager Set Up and Operation Guide Inform callers in the skillset mailbox greetings that they can press 0 to speak to the receptionist or Operator If the Operator Status is set to No a caller who presses 0 during the skillset mailbox greeting is informed the Operator is not available and is transferred to the skillset mailbox Examples of Primary and Alternate greetings You must record a Primary greeting for each skillset mailbox In the Primary greeting include the skillset mailbox name that is listed in the Company Directory For example Hello You have reached the Sales Department at Bridgestone Computers At the sound of the
41. are logged on to If the memory button you choose has an indicator the indicator shows information for the calls for the skillset that you are logged on to For how to program an memory button refer to Programming a memory button with a Feature Code on page 25 If the indicator is off all of the calls are within the acceptable wait time If the indicator is flashing slowly at least one call has exceeded the first alert time If the indicator is flashing quickly at least one call in the skillset has exceeded the second alert time For information on setting the wait times refer to Setting Contact Center general properties on page 32 For information on Primary and Secondary alert times refer to Primary and Secondary alert times on page 32 CallPilot Contact Center Telephone Administration Guide 182 Chapter 11 Monitoring call activity Taking some Not Ready time If you use L 0 8 Not Ready you do not receive Contact Center calls You can program a Break Time which makes Contact Center automatically wait a short time before it routes the next call to you You use Break Time to complete any tasks such as paperwork required by the last call If you need some extra time use Not Ready to prevent 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
42. button and you must select the option by pressing buttons on the diapad An example of a two line display Display command line Display button options Skillset 1 Enabled SKILL HET Display buttons System timeout If you pause longer than 2 minutes 120 seconds when you program Contact Center on a two line display telephone the system times out and ends the session This is a safety feature that prevents unauthorized use of the system For example if the system times out before you enter all the settings for a skillset you must use the procedures in Changing skillset properties on page 59 to finish setting up the skillset CallPilot Contact Center Telephone Administration Guide 22 Chapter 2 About Contact Center telephone administration Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters Each button represents a number and letters of the alphabet To enter a character press the dialpad button that represents the letter or number Press the button again to see the next letter or number To accept a character press or press another button When you press another button the cursor advances and the display shows the first character on the new button To delete a character press the BE SF display button Numbers and letters on the dialpad 1 2 ABC2
43. can also change the users passwords in Element Manager For more information refer to the BCM 4 0 Administration Guide CallPilot Contact Center Telephone Administration Guide 44 Chapter 3 Contact Center general properties N0060615 45 Chapter 4 Contact Center greetings About Contact Center greetings Contact Center greetings encourage callers to stay on the line until an agent is available You can record greetings in different languages and change them as often as you like You can record up to 150 greetings You can include information in your greetings such as e your hours of service e a request for callers to have their account number ready e how to leave a message e an announcement of a sale e product lists e upcoming special events Types of Contact Center greetings You can record different types of greetings for Contact Center Before you record your greeting determine what information the greeting includes When you prepare your greeting include important times and dates Keep greetings as short and concise as possible Use the following examples of greetings as a reference General company greeting The general company greeting tells callers they have reached the correct company It can also include the location and business hours of your company Thank you for calling Bridgestone Computers We are located at 52 Main Street Our hours of service are Monday to Friday from 8 00
44. internal sender s mailbox REPL a telephone call to an internal or external party Refer to Note 4 on page 84 Save Saves the message being played If you do not delete a Message or message it is automatically saved This option is not Vv shown on the display unless you erase a message If you SAWE erase a message and play the message again you can press SALE on a two line display telephone Refer to Note 2 on page 83 Volume Adjusts the volume of the message that is playing The Control Vv volume increases each time you press After four presses the volume returns to the lowest level Notes 1 Because the skillset mailbox has limited message storage space delete any messages you no longer need After a certain time period your saved messages are erased automatically Ask your System Administrator about this 2 You can retrieve a deleted message only if you have not quit the session in which you deleted it For information about retrieving deleted messages refer to Retrieving erased messages on page 85 CallPilot Contact Center Telephone Administration Guide 84 Chapter 6 Setting up skillset mailboxes Applies only if the Reply feature is enabled You can reply to an outside caller by dialing them back if your company subscribes to Caller ID CLID service For further information about replying to an outside caller refer to Using the Reply feature to reply to an external caller on page 88 To play
45. of the keycode and press OK Enter the third set of eight digits of the keycode and press OK The first eight digits are displayed Press BACK to continue Keycode is displayed Press BACK to continue Activate is displayed Press YES to activate the features N0060615 Chapter 3 Contact Center general properties 31 Activated 25 Activated is displayed CallPilot Contact Center Telephone Administration Guide 32 Chapter 3 Contact Center general properties Setting Contact Center general properties When you set up Contact Center you must assign values for the general properties The general Contact Center properties are Primary and Secondary alert times Alert times are time limits for calls waiting in skillsets The Secondary alert time must be greater than the Primary alert time You can have Primary and Secondary alerts for all the calls in the contact center or for just the calls waiting in skillsets that you are logged on to If a call exceeds the Primary alert time e a memory button indicator programmed with Display Waiting Calls Ce E J 0 9 J flashes slowly Ce JE 0 9 flashes based on the status of all the calls in the contact center a memory button indicator programmed with Agent Login Le QJ 0 4 J flashes slowly e 9 0 4 flashes based on the status of the calls for the skillsets an agent is logged on to If a call exceeds
46. on the Feature Codes used by agents refer to Feature Codes used by Contact Center agents on page 28 Note While you use a feature if you press the Feature button your present feature session ends Do not press unless you want to end your current feature session CallPilot Contact Center Telephone Administration Guide 28 Chapter 2 About Contact Center telephone administration Feature Codes used by Contact Center agents If you have Custom Feature Codes record them in the table Feature Codes on page 198 Agent Feature Codes For more information on Agent Feature Codes refer to the Contact Center Agent Guide For more information on Feature Codes used by supervisors refer to the Feature Codes used by Contact Center supervisors on page 26 Agenis use this Feature Code To Cee Melhor e access messages in a skillset mailbox pJ Log on Log off e log on when they are in the office Monitor skillsets e view the status of the skillsets they are logged on to Agents can e program a memory button with the Log on Log off Feature Code The Jeo status of the calls waiting in the skillset is shown by the flash rate of the indicator For more information refer to Primary and Secondary alert times on page 32 Supervisor Help e requests help from a supervisor BJO 6 Activity Codes e start a session where they can enter Activity Codes Hor Not Ready e activate
47. or cancel the Not Ready feature on their telephone If the olog work resulting from a call requires extra time to complete an agent i can use the Not Ready Feature Code to prevent Contact Center from routing another call to them If an agent makes a telephone call or ifa supervisor is monitoring a call they first use the Not Ready Feature Code to activate the Not Ready feature When the agent is ready to receive calls they use this Feature Code to cancel the Not Ready feature and receive calls again e If an agent does not answer a call within a certain number of rings the call is returned to the skillset and the agent telephone is automatically placed into Auto Busy Mode or Auto Logout Mode The agent must manually cancel the Auto Busy Mode feature by using the Not Ready Feature Code to continue to receive calls Display Waiting Calls e see during peak call periods which skillsets have the most call RJOJE activity Note If you use a BCM50 system Activity Codes Ce J 907 are not available N0060615 29 Chapter 3 Contact Center general properties To set the Contact Center general properties set the Primary and Secondary alert times set the number of Reserved channels set the CLID parameter set the Supervisor Help request timeout value select from which skillsets a supervisor can receive help requests configure the lines to be answered by Contact Center set the line answering status To enab
48. table the call ends The minimum distribution time is zero and the maximum distribution time is 59 minutes and 59 seconds The default distribution time is 30 seconds Goto A Goto step is the last step in a routing table A Goto step moves the caller to an earlier routing step For example if a Goto step points to step 1 the call goes back to step 1 and repeats the steps The steps are repeated until an agent becomes available or the caller decides to leave a message in the skillset mailbox The first step in a routing table cannot be a Goto step because there are no possible target steps yet A Goto step cannot point to itself A Goto step can only point to any previously created step Transfer A transfer step can transfer calls to e anextension e amailbox e anexternal number e the Automated Attendant e an operator e aCCR Tree Disconnect A Disconnect step releases calls from the skillset If the first step in a routing table is a Disconnect Contact Center does not answer the call CallPilot Contact Center Telephone Administration Guide 150 Chapter 10 Routing table administration Adding a Greeting step Greeting steps play a message to waiting callers You must have a greeting recorded before you can use it in a Greeting step For how to record a Contact Center greeting refer to Recording a Contact Center greeting on page 46 Greeting step parameters You can assign these parameters to greeting steps I
49. telephone ccesseeeeeeeeteeeeeeteeteeeeeteee 70 To open a skillset mailbox directly from an outside telephone 70 To change a skillset mailbox password vaciciessccassissssencsssees senessdeniiensseees been sderiiasandeeeiiennes 72 Te reseta skillset mailbox PASS WONG wicca vines scas vcsasnases paanetanabinnatiets sriain 73 To record a Primary or Alternate skillset mailbox greeting eeseeeeerreeerrrnerrenne 75 To choose a Primary or Alternate skillset mailbox greeting 76 To record a Personalized skillset mailbox greeting ccceeesscceeeeeseeceeeeeeseeneeteeneaes 78 To play skillset mailbox messages Norstar Voice Mail ccceseeeeeeeeceeeeeeeeeeeeeees 82 To play skillset mailbox messages CallPilot ccccccccssseeceeessseeeeeessneeeeesestaeeeesees 84 To retrieve an erased message Norstar Voice Mail s ssssssssssseerrrnsseesrerrrrrrrnnnsseee 85 To retrieve an erased message CallPilot 0 c ccceccceeeseeeeeeeeeeeeeeeeaeeeeeaeeeeeaeeeeeaeeeeaas 85 To reply to an internal caller Norstar Voice Mail c cccccessccceeeeeeeeeeeeeeseeeeeeeenees 86 Te reply toan intemal caller CaP cgi ccs sacetees sds Beth ntarseeienatigivans eerie 87 To reply to an external caller Norstar Voice Mail ccceeessecseeeeseeeeeeeeeseeneeteeneaes 88 To reply to an external caller CallPilt cccccsssccccesssasctesestrneccsensetens sates sasciaetsstnessteeniaes 88 Off premise
50. that has an indicator with Qj Refer to Programming a memory button with a Feature Code on page 25 Log on Log off e log agents off if they forget to log off 9 0 4 For information refer to Logging an agent off on page 128 Monitor agents s jet monit t 218 0 5 ets you monitor agents Supervisor Help e lets you take agents help r t woe y gents help requests N0060615 Chapter 2 About Contact Center telephone administration 27 Not Ready e o 6 activate or cancel the Not Ready feature on their telephone If the work resulting from a call requires extra time to complete an agent can use the Not Ready Feature Code to prevent Contact Center from routing another call to them If an agent makes a telephone call or if a supervisor is monitoring a call they first use the Not Ready Feature Code to activate the Not Ready feature When the agent is ready to receive calls they use this Feature Code to cancel the Not Ready feature and receive calls again If an agent does not answer a call within a certain number of rings the call is returned to the skillset and the agent telephone is automatically placed into Auto Busy Mode or Auto Logout Mode The agent must manually cancel the Auto Busy Mode feature by using the Not Ready Feature Code to continue to receive calls Note You can use The Log on Log off and the Not Ready Feature Codes but they are used primarily by agents For information
51. the Secondary alert time e a memory button indicator programmed with Display Waiting Calls Le Q 0 J flashes quickly 9 0 flashes based on the status of all the calls in the contact center e a memory button indicator programmed with Agent Login Le P 0 4 flashes quickly Ce Q 0 4 flashes based on the status of the calls for the skillsets an agent is logged on to A slowly flashing indicator alerts you that a call has exceeded the Primary alert time A quickly flashing indicator alerts you that a call has exceeded the Secondary alert time The indicator stops flashing when the calls are handled You assign alert times in minutes and seconds There is no default value for alert times For how to program a memory button refer to Programming a memory button with a Feature Code on page 25 Note Agents do not have to be logged on to see the Display Waiting Calls memory button flashing A memory button must be programmed with the Display Waiting Calls Feature Code and the Primary alert time must be set up for the memory button to show waiting calls status N0060615 Chapter 3 Contact Center general properties 33 Reserved channels Reserved channels are voice channels that are reserved for use by Contact Center If you reserve channels for Contact Center you ensure that callers are played skillset announcements and CallPilot does not use all of the voice chan
52. two line display on the bottom line of a two line telephones Press the button directly below the display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option About telephone buttons This table shows the Business Series Terminal buttons Use the buttons that pertain to the type of telephone you use M7100 M7208 M7310 M7100N M7208N Button name T7100 T7208 T7316 M7324 M7310N M7324N Feature Feature Fx Handsfree aon right hand Handsfree Tages Hold Se Hold es Volume Control GJ o m4 X Release Ce Ris J F You can enter J Feature or _Fx_ and the code to use a feature For example press Q to access your mailbox The T7100 works differently from other telephones on your system because it does not have line buttons Where other telephones require that you select a line button to answer a call on the T7100 terminal you pick up the handset Where other telephones require you to select a line button to take a call off hold you press on the T7100 terminal On T7100 terminals you can answer a second call by pressing Your active call is put on hold and you connect to the waiting call You can have no more than two active calls at one time CallPilot Contact Center Telephone Administration Guide 24 Chapter 2 About Contact Center telep
53. voice channels available to Contact Center The minimum number of voice channels available is equal to the number of reserved channels you set up in General Contact Center parameters Additional channels that are not used by CallPilot can also be used For example even though you assign two reserved channels when you set up the General Contact Center parameters Contact Center can use additional voice channels if and when they are available maximum greeting length is the duration of the longest greeting of a skillset in seconds CallPilot Contact Center Telephone Administration Guide 192 Chapter 12 Tips for operating Contact Center Tips to improve the efficiency of Contact Center Plan for busy times when you assign agents to the skillsets assign as many qualified agents as possible to answer calls for the skillsets have more agents log on to a skillset when it gets busy Plan for slow times for example if agents are logged on to skillset 1 only ensure that incoming calls to skillset 2 overflow to skillset 1 When you set up skillset parameters for skillset 2 assign a time to the Overflow parameter Then callers can still speak to an agent When no agents are logged on to any skillset ensure that the Contact Center greetings you use for the Routing Table have Transfers set up If a Contact Center greeting transfers to a skillset mailbox callers can press Q to leave a message in the skillset mailbox Ensure that th
54. zero stor timer 11 Press AM or RETRY AM Pr or PM or 2 J stor timer 12 Press OK or to accept the stop time RETRY Ok More dest 13 Press ES or _ if you want to set up another destination number YES HO or press HO or if you do not want to set up another destination number Starticstart time 14 Press HEYT or f to accept the start time that you entered CHHG HEST or press CHNG or ff to change the start time Stor iistor timer 15 Press HEXT or to accept the stop time that you entered CHHG HET or press CHNG or 1 to change the stop time Meg ture new 16 Press OK or if you want to be notified when the skillset mailbox eos e receives a new message or press EHHG or if you want to be notified only when the skillset mailbox receives an urgent message M 9 notif 17 Press to end the session ACMI SELECT N0060615 Chapter 7 Off premise Message Notification 95 To set up Off premise Message Notification to an extension Med notify ADMIH SELECT Destination PHOWE EXT PAGER Ext RETR OK Accert gt RETRY ok Start hme RETR OK start time RETR AM PM start timer RETRY OK Stor hhmm RETR OK 1 10 Press PEJE Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open th
55. 0 Lines assigned to be answered by skillset 49 Mailbox opening skillset mailbox 69 outdial route 90 skillset mailbox 65 Mailbox interface CallPilot 67 Norstar Voice Mail 67 Manual call presentation 115 Memory button indicator 25 26 32 programming 25 26 Message Waiting Indication determining extension 66 extension 210 Messages copying 82 deleted retrieving 83 deleting 82 85 erasing 82 85 external 86 88 forwarding 85 internal 86 minimum recording length 86 N0060615 Index 215 Off premise Message Notification 89 playing envelope CallPilot interface 85 envelope Norstar Voice Mail 82 next CallPilot 84 next Norstar Voice Mail 83 pausing 83 previous CallPilot 84 previous Norstar Voice Mail 83 rewinding 82 84 skipping forward 83 84 skipping toend 82 quitting 83 replaying 83 replying CallPilot 85 86 replying Norstar Voice Mail 83 86 saving 83 silence timeout 86 skillset mailbox 65 Method of Call Distribution 210 Monitoring example of monitoring 180 Primary alert 32 Primary alert time 32 Secondary alert 32 Silent Monitor 177 tips 178 MWI extension 210 N Name skillset 211 skillset mailbox 68 Night mode skillset 133 Norstar Voice Mail mailbox interface 67 Notification Off premise Message Notification 89 Number Control DN 26 skillset mailbox 26 O Off premise Message Notification 190 about 89 changing parameters 102 destination number character limit 98 10
56. 0 109 destination pager number and message character limit 97 feature restrictions 92 setting up to a pager number 97 to a telephone number 93 to an extension number 95 to wrong destination 89 Off premise Message Notification parameters destination telephone number 91 destination type 91 time range 91 types of message 92 Opening a skillset mailbox 69 Opening the Skillset Mailbox remotely 69 Opening your mailbox CallPilot 69 Norstar Voice Mail 69 Operator resetting password 193 Outdial route mailbox 90 Overflow Intelligent 13 P Parameters general Contact Center 190 Routing Table Greetings 150 Password changing skillset mailbox 71 resetting Operator 193 resetting skillset mailbox 72 resetting the Contact Center administrator 43 skillset mailbox 68 71 Pausing a message 83 Playing message envelope CallPilot interface 85 Playing message envelope Norstar Voice Mail 82 Preferred method of call distribution 210 Preventing calls from ringing at an agent s telephone 195 Primary alert time 32 Programming a memory button 25 R regulatory information 2 Remotely opening a skillset mailbox 70 Replaying messages 83 Reply feature 84 Replying to an external message sender 88 using the DIAL option 88 CallPilot Contact Center Telephone Administration Guide 216 Index to an internal message sender 86 to messages CallPilot 85 to messages Norstar Voice Mail 83 Reporting for Contact Ce
57. 1 Press l 9 8 8 RETR Uke Enter the telset User ID that has voicemail administration rights and press QE For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Pug 2 Fnter the user password and press OKE RETRY OF Admin 3 Press OTHR MBO AA OTHF Admin 4 Press OTHR GLIST CCR OTHR nin 5 Press CC FAH co CC Admin 6 Press SKILL AGEHT SKILL OTHR Skillset 7 Enter the number of the skillset you want to add a Goto step to and RETR QUIT OK g press OF SLaLUS KXXEKX 8 If the skillset is enabled press CHNG to disable it GAG nest Press HEXT Skill mbox Pswd 9 Press HEXT to continue RESET HEST Skillset Admin 10 Press OTHR FARM AGENT OTHE Skillset Admin 11 Press ROUTE ROUTE OWFLW UMCF CallPilot Contact Center Telephone Administration Guide 158 Chapter 10 Routing table administration Route Table DA HIGHT QUIT Day routing SETUP QUIT Ster x DIST GRTG OTHR Ster x DISC aFER GOTO Goto Ster x CHHG Ok Table complete 12 13 14 15 16 17 18 Press DAY or HIGHT In this example Day is shown Press SETUP Press OTHR Press GOTO Press CHHG until the step is displayed that you want the call to go to and press OK or press OK to accept the step that is shown This display
58. 10 Routing table administration Example of a Day Routing Table To set up the routing table steps shown in Example of Day Routing Table steps follow the procedure To set up the Day Routing Table example Example of Day Routing Table steps Step number Type of step Step parameters 1 Greeting Greeting 1 information greeting Forced Transfer none enabled 2 Distribute for 1 00 one minute 3 Greeting Greeting 2 general company greeting Not forced play Intelligent Call Input Routing Basic with defaults 4 Distribute for Accept default distribute for 00 30 thirty seconds 5 Greeting Greeting 3 please wait greeting Not forced play Intelligent Call Input Routing Basic with operator default 6 Goto Routing Table step 2 To set up the Day Routing Table example Loa 1 QUIT RETRY OK Psu 2 RETRY DE Admin 3 MBOX AA OTHE Admin 4 GLIST CCR OTHER Admin 5 FAK CE CC Admin 6 AGEHT SKILL OTHR Skillset 7 RETR QUIT DE Press e Enter the telset User ID that has voicemail administration rights and press OE For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTHR Press OTHR Press CL Press SEILL Enter the number of the skillset you want to set up and press OK N0060615 Chapter 10 Routing table adminis
59. Call key to release the system resources e Norstar telephones If you use a headset calls ring at the telephone and the headset but calls go to the headset e Business Series Terminals If you connect the headset before you connect the telephone cable to the phone jack calls goes to the 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 e T7316e This type of telephone is safe to use for Automatic Answer CallPilot Contact Center Telephone Administration Guide 196 Chapter 13 Troubleshooting Contact Center Silent Monitor If agents answer calls using features like Answer DN or Call Pickup on a set they are not logged onto you cannot monitor these calls You can do monitoring for wireless sets including Companion KIRK and DECT sets only if the agent logs onto the set Skillset problems Problems changing skillset properties If you cannot change a skillset s properties there are two possible reasons e The Contact Center skillset is enabled You must disable the Contact Center skillset before you can change the skillset properties e The skillset mailbox has the wrong extension number Refer to Determining a skillset mailbox number on page 66 for how to determin
60. Chapter 10 Routing table administration 151 Intelligent Caller Input Routing Advanced Intelligent Caller Input Routing Advanced uses the Caller Input Rules you create to change the priority and route calls to other skillsets or locations based on caller multi digit DTMF input Callers enter a sequence of DTMF digits such as a charge card number or passcode The caller input is used to determine call treatment Based on the caller input the call can change in priority and or be routed to e the Automated Attendant e the Operator e the skillset mailbox e aCCR Tree e amailbox e anextension e an external number e another skillset Intelligent Caller Input Routing Advanced parameters e Retries is 0 5 default is 2 This is the number of times a Data Entry step repeats itself on a caller entry error e Number of Caller Input Rule tables is equal to the number of available skillsets No Intelligent Caller Input Routing Norm While the greeting plays callers cannot press a dialpad button to transfer their call Contact Center ignores buttons pressed on the dialpad The greeting plays without interruption This is the default setting At the end of the greeting the caller goes to the next routing step If there is no next step the call ends CallPilot Contact Center Telephone Administration Guide 152 Chapter 10 Routing table administration To add a Greeting step Loa 1 Press 2 J9 8 Ceni
61. E Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press ADMIH or to set up Off premise Message Notification Press PHOHE or to choose a telephone number destination Enter the destination telephone number and press OK or The destination telephone number is a maximum of 30 digits Press OF or to accept the destination telephone number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or to accept the destination number Enter the start time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or or PM or 2 J CallPilot Contact Center Telephone Administration Guide 94 Chapter 7 Off premise Message Notification sstart times 9 Press OF or f to accept the start time RETRY OK Stor hhmm 10 Enter the time when Off premise Message Notification is to stop RETRY sls This is a four digit field Any single digit hour and minute must be preceded by a
62. Ge su RGR ener deen ba awa x 11 Contact Center Update ci csccckei eave cbneeadeeareeec a eae ERS 11 What you can administer through a telephone 0 e eee ee eee 13 Ca 2 eee eee eee ee ee ee ee ee A eee ee ee re re 15 ON ha ee ee ee eee ee ee ee ee re ee re ee 15 Symbols and text conventions sses seua aanne 16 Related publications 22 4006 cose reheat RRO GREER HEGRE EERE ERE EER 17 Chapter 2 About Contact Center telephone administration 2 5 21 Setting up Contact Center with a two line display telephone 21 SVSIEMUMCOWl 24erccabetewtodekncade teen het eae aeebe tae eadetataane 21 SWE TS CIM 5 oct pee SSE Shek SNS OEE REE E EROS REE ROR eRe eRES 22 Symbols and conventions used in this guide 00 cee eee eee 23 About telephone buttons 2ciccavcee civ eebioeeeeew es Seen oeeei vee eee eed 23 Fone COUS Dialed hie ott chad a a bebe hee Soe iets 24 Programming a memory button with a Feature Code 0 00 eee eee 25 Feature Codes used by Contact Center supervisors 00000e eee eee 26 Feature Codes used by Contact Center agents 000 eee eee eee 28 Agent Feature Codes 2 ceeen ce Sek evebicbbee ine ductesbeseisboesawee 28 Chapter 3 Contact Center general properties 0 0 cece eee eee 29 To enable Contact Center using F9 8 0 0c cee ee 29 Setting Contact Center general properties 0 00 c eee 32 Primary and Secondary alert tim
63. Manager Administration Guide Pwd 2 Enter the user password and press OK RETR Ok Admin 3 Press OTHR MEO AA OTHE Admin 4 Press OTHF GLIST CCR OTHR santa 5 Press CL FAX C CC Admin 6 Press SKILL AGEHT SEILL OTHF Skillset 7 Enter the number of the skillset you want to change and press OK RETR QUIT OK status KMKMMMX 8 The display shows whether the skillset is enabled or disabled CHHG DESL You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue Skill mbox Pswd 9 Press HEST to continue RESET HEAT Skill mbox Pswd 10 Press HET to continue RESET HEAT Skillset Admin 11 Press OTHF PARM AGENT OTHE Skillset Admin 12 Press OUFLU ROUTE OWFL UNC Overflow rules 13 Press CHHG ALE CHHG DEL 1i mode 14 The first Overflow rule shown here as rule 1 is displayed CHAHGE HEAT If you want to change another rule press NEXT until you see the display in step 19 Press CHANGE if you want to change the mode of the Overflow rule mode is either Day Night or 24 Hour or press HET to continue N0060615 Chapter 9 Intelligent Overflow Routing 143 li time CHAHGE MEST 1 Ho agents CHAHGE MEST 1 lt info gt CHAHGE MORE HEST 1 Priority CHAHGE HET Overflow rules AL CHHG DEL 15 16 17 18
64. Maximum simultaneous monitoring sessions e Caller Input Tables 50 Basic Intelligent Caller Input Routing the ability to route a call to an Operator Auto Available Attendant skillset mailbox or CCR Tree Advanced Intelligent Caller Input Routing the ability to route a call based on Available multi digit fixed or variable strings N0060615 Chapter 1 Getting started 13 Features Intelligent Contact Center for Business Communications Manager Delegated Contact Center Administration If you use a Business Communications Manager system there is no dedicated or default CallPilot or Contact Center Administrator user ID and password The Available System Administrator can create users with CallPilot and Contact Center rights in Element Manager For more information refer to the BCM 4 0 Administration Guide Intelligent Overflow Routing rules you create to overflow change the priority of and move calls to multiple skillsets a skillset mailbox an internal or external Available number a mailbox the Auto Attendant or an operator Intelligent CLID DNIS Routing 1000 rules Overflow rules per skillset 20 Overflow skillsets Default 0 maximum 49 Service Mode you specify the start and end times for the day and night skillset for Available each day of the week Limited Feature 983 telephone administration Available CallPilot Manager Available Report
65. Message Notification 0 cee eee eee eee 89 CallPilot Contact Center Telephone Administration Guide 4 Task List To assign an outdial method to a skillset mailbox eee eee eenee eee eeeeeeeeeeeeeeeeeeeeaee 91 To set up Off premise Message Notification to a telephone number 0 cceeeeee 93 To set up Off premise Message Notification to an extension cccccssseeeeessteeeeeeeee 95 To set up Off premise Message Notification to a pager cccccsssccessssteeeeeessteeeeeessees 97 To set up Off premise Message Notification to more than one destination 99 To change the time range or type of message parameters secerneren 102 To change the destination from telephone to another destination cere 104 To change the destination from pager to telephone or extension ssec 106 To change the destination from telephone or extension to pager neeesser 108 To delete a destination NUMDO sstccscsastessiinastsnrnmedeesiaaatena manta a 110 TO add a dasmat on NUMD O esn 112 To turn Off premise Message Notification On or off eeeeeeeseeeseereeeerrrsreeerreereeens 113 Setting Up AGENIS 2 iccsccsctecaesrisetdaeaiecsesissesacizenins 115 Toassign anagem tO a BRINSRU nesini ee eee 121 To assign several agents to a SKINS vic cecccccsssseescseniveccsscesavecessneniveecanestveccssnterieesreneess 124 Toshange SAI eID PION ie 131 Intelligent Overflow Routing nnnannnnnnnnnnnnnnnnnnrnnn
66. OPT OPT FPRMPT OK 12 13 14 15 16 Press CHHG and press HET if you want to change the agent s supervisor status or press HET Press HEXT if you do not want calls to be force delivered to the agent or press CHHG and then MEXT if you want calls to be force delivered to the agent Press OK to accept BLIS Make Agent Busy as the Missed Call Option or press LOGOUT to select Automatic Logout and press OK Press Ok if you want prompting for Activity codes to be optional or press PRMPT if you want agents to be prompted and press Ok NOTE This step appears only if you use Reporting for Contact Center Press to end the session Note If you use a BCMS0 system Activity Codes are not available Adding multiple agents 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 Log QUIT RETRY OK Pew RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHE 1 Press eJ Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTH Press OTHR CallPilot Contact Center Telephone Administration Guide 120 Chapter 8 Setting up agents
67. Programming Record 203 Skillset assignments Skillset name and Agent ID and name Priority CallPilot Contact Center Telephone Administration Guide 204 Chapter 14 Contact Center Programming Record Skillset mailboxes Skillset Mailbox name Mailbox number Control DN MWI extension Mailbox password N0060615 Chapter 14 Contact Center Programming Record 205 Routing Tables Skillset Day or Night Step Type of step Step parameters Greeting Distribution Transfer Disconnect Go To CallPilot Contact Center Telephone Administration Guide 206 Chapter 14 Contact Center Programming Record Line answering Line Skillset of rings 0 to 12 for Caller ID minimum 2 rings N0060615 207 Glossary AA See Automated Attendant Agent An agent is a person who is assigned to answer calls for one or more skillsets in your contact center Agent ID When you add an agent Contact Center assigns an agent ID number you use to identify the agent The agent uses their agent ID number and password to log on when they are ready to receive calls Alert times Alert times ar
68. Service Mode and the Day Routing Table Night The skillset uses the Manual Service mode and the Night Routing Table You must configure the Night Routing Table before you can assign the Manual Service Mode and the Night Routing Table 24 Hour The skillset uses the Day Routing Table only You must configure the Day Routing Table for 24 hour operation to use this Service Mode Uninit The skillset is not configured You must configure the skillset before you can assign the Service Mode Invalid You have only partially configured the skillset You cannot enable this skillset Note If you originally configure the skillset with a Day Routing Table only and enable the skillset Contact Center will recognize the Service Mode as Day Afterwards if you add a Night Routing Table Contact Center still recognizes the Service Mode as Day You must set the Service Mode to Auto to get Contact Center to function in the Auto Service Mode CallPilot Contact Center Telephone Administration Guide 176 Chapter 10 Routing table administration To set the Service Mode for a skillset Psu RETRY DE Choose oFtion OPER MODE CC Service Mode 1 Auto CHHG LIEW HEAT Mode 2 Da CHHG HEST 1 Press eJBeJBJ Enter the default Operator password 6 7 7 2 6 6 7 Operator and press OK or if you changed the default Operator password enter the new password and press OK
69. Skillsets Parameters name number control DN Message Waiting Indicator DN Method of Distribution Break Time Delay Answer Activity Code and Expected Wait Time settings service mode prompt language attendant extension Monitor skillsets Skillset mailboxes initialize a skillset mailbox change a skillset mailbox password record skillset mailbox greetings play skillset mailbox messages Off premise message notification Setting up a skillset on page 53 Setting the Service Modes for skillsets on page 175 Monitoring skillsets on page 179 NOTE you must use CallPilot Manager to set up Caller Input Rules and Expected Wait Time and Activity Code tables About skillset mailboxes on page 65 Initializing a skillset mailbox on page 68 Skillset mailbox password on page 71 Recording skillset mailbox greetings on page 74 Playing skillset mailbox messages on page 82 About Off premise Message Notification on page 89 Agents Agent ID name supervisor automatic answer missed call options priority Activity Code entry type Assign agents to skillsets Log an agent off Reset an agent password Monitor agents Adding an agent on page 116 Assigning an agent to a skillset on page 121 Logging an agent off on page 128 Resetting an agent password on page 130 Monitoring agent calls with Silent Monitor on page 177 Routing
70. TUP QUIT Ster x 14 Press OTHR DIST DIST OTHR Sher x 15 Press FER DISC AFER GOTO Goto appears only if this is not the first step Continued on next page N0060615 Chapter 10 Routing table administration 161 Ster x 16 Add the type of transfer step you want to the Routing Table ETH MEO OTHR To transfer to an extension e Press EXTH e Enter the extension number and press OK To transfer to a mailbox e 6Press MBO e Enter the mailbox number and press OK To transfer to an external number e Press OTHR e Press EXTERH e Press CHHG to select a line pool or route as the outdial method e Press HEST e Enter the line or line pool number and press OK e Press OK e Enter the telephone number you want to transfer the call to e Press OK To transfer to the Automated Attendant e Press OTHE e Press AA e Press CHHG e Enter the number of the AA table and press Ok To transfer to the Operator e Press OTHER e Press OTHE e Press OFER e Press OE To transfer to a CCR Tree e Press OTHR e Press OTHE e Press THE e Press CCR e Enter the number of the CCR Tree and press OK e Press OK Route Table 17 Press VES to add another step DAY MIGHT QUIT Or press C to end the session CallPilot Contact Center Telephone Administration Guide 162 Chapter 10 Routing table administration Adding a Disconnect step Disconnect steps release a call from the skill
71. abc B DEF3def GH1I4ghi 6 JKL5jkI 6 MNO6mno PQRS7pqrs B TUV8tuv 0 WXYZ9wxyz Quit 0 QZ Zeroqz Accepts the displayed letter and comma The display can show up to 16 characters Whether the prompt remains on the display depends on the type of prompt that is displayed Pswdi1111 _ This is an example of a display with fewer than 16 characters where OTHE RETRY OK the command line prompt remains on the display Hame This display shows the Hame command line prompt RETRY BESP Ok P When you begin to enter the last name the Hame command line RETRY Ee ue prompt disappears For example if you enter the name Partridge you press the pad for P and the display drops the Hame prompt PARTE ILGE Although the name is only nine characters long the command line ics ERSE LU prompt is not shown on the display after you enter the entire name The prompt disappears for these command line prompts e Name e Log e Dest ph N0060615 Chapter 2 About Contact Center telephone administration 23 Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word in a special font in the top Pswd Command line prompts on display telephones line of the display Underlined word in capital letters FLAY Display option Available on
72. ad of staying idle Preventing calls from ringing at an agent s set To prevent agents who are on a Contact Center call from having a second internal call ring on their phone set the Call Forward on Busy feature for your set to the voicemail DN Hunt groups Do not program an agent telephone to be a member of a Hunt Group Automatic Answer How Automatic Answer works depends on what type of telephones your contact center uses e WLAN Handset 2210 2211 There are two ways to set up the WLAN Handset 2210 2211 for the Automatic Answer feature in a Contact Center environment e 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 e Place the WLAN Handset in the standby state When the call is received by the WLAN Handset the handset automatically answers the call but it 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
73. all Distribution The method of call distribution determines to which of several available agents to route the call There are two methods of call distribution Longest Idle and Preferred Longest Idle routes the call to the agent who has been available the longest Preferred routes the call to the agent with the highest priority best qualified agent is 1 If there are several agents with the highest priority the agent available longest with that priority is selected The default method of call distribution is Longest Idle N0060615 Chapter 5 Setting up skillsets 51 Break Time Break Time is a time period for agents to complete paperwork after they finish a call After an agent completes a call they are taken out of the skillset for the Break Time The agent can extend or cancel the Break Time by using the Not Ready Feature Code For more information refer to Not Ready on page 27 The Break Time period can last from zero to 59 minutes 59 seconds The Break Time defaults to 30 seconds You can change the Break Time period to zero if an agent does not need a Break Time Delay Answer Delay Answer is a toll saving feature that prevents Contact Center from answering calls and playing greetings when there are no agents available When a call comes in on a line belonging to a skillset that has no free agents the call is not answered until either the Delay Answer time elapses or an agent becomes available which
74. appears After you add a Goto step you cannot add more steps to the table Press to end the session N0060615 Chapter 10 Routing table administration 159 Adding a Transfer step A transfer step can transfer calls to an extension a mailbox an external number the Automated Attendant an operator a CCR Tree Log QUIT RETRY OF Pew RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHE Admin FAX cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT OK SLaLus KAHHAR CHHG HET Skill mbox Pswd RESET HET Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OWFLW UMCF Foute Table DAY HIGHT QUIT 10 11 12 Press e Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTHR Press OTHF Press CL Press SKILL Enter the number of the skillset you want to add a Greeting step to and press OK If the skillset is enabled press EHHG to disable it Press HEMT Press HEXT to continue Press OTHR Press KOUTE Press DAY or HIGHT In this example Day is shown CallPilot Contact Center Telephone Administration Guide 160 Chapter 10 Routing table administration Day routing 13 Press SETUP SE
75. art times programmed Tul XXXXA XXKXP 40 Press EHHG to change Day or Night Routing Table start times CHHG 24HF HEST or press 24HR to use 24 Hour mode for Tuesday or press HET to continue Moz 24 hour 41 The display shows the Wednesday Routing Table method EHMG DENI Continue to change the Routing Tables start times for each day of the week 42 Press to end the session N0060615 Chapter 5 Setting up skillsets 63 Unconfiguring a skillset If you unconfigure a skillset you erase the programming for the skillset You can then reprogram the skillset When you unconfigure a skillset the system e erases the skillset Routing Table e unassigns the skillset agents e erases the skillset mailbox and all the messages in it e makes the CDN available so it can be used by another skillset or device To unconfigure a skillset you must 1 First disable the skillset and wait until all the calls are distributed See Disabling a skillset on page 58 2 Unassign the lines assigned to the skillset See To configure lines for Contact Center on page 41 3 Follow the procedure below to unconfigure the skillset Log 1 Press le J9 8 B RETRY Ol Enter the telset User ID that has voicemail administration rights and press OE For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide
76. assword e recording the skillset mailbox name in the Company Directory To initialize a skillset mailbox 1 Press PBJ 2 Log on by following the voice prompts Use the skillset mailbox number and 0 0 0 0 the default password Must change Pswd 3 This display appears briefly to indicate that you must change the password Pswd 4 Enter anew skillset mailbox password from four to eight digits long RETRY Gk that does not start with zero Press OK or Again 5 Reenter the skillset mailbox password and press OK or J RETRY Ok Record name 6 At the tone record the skillset mailbox name in the Company PELEK els Directory Do not use handsfree Include the skillset mailbox number in the recording For example Sales mailbox 5813 Press OF or to end the recording Accert name 7 Press OK or to accept the recording RETRY PLAY OF or press PLA or to listen to the recording or press RETR or to re record your name Skillset name gt 8 The recorded name plays and the skillset mailbox name is displayed The skillset mailbox name is the name you entered when you set up the skillset properties 9 Press to end the session N0060615 Chapter 6 Setting up skillset mailboxes 69 Opening a skillset mailbox You can open an initialized skillset mailbox from e your extension e another extension e an outside tone dial telephone To open a s
77. ation menu e Goto step 3 Press AD IH or to set up Off premise Message Notification Press PHOHE or to choose a destination telephone number Enter the destination telephone number and press OK or The destination telephone number cannot be longer than 30 digits Press OK or to accept the destination telephone number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters Enter the start time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or or PM or 2 CallPilot Contact Center Telephone Administration Guide 100 Chapter 7 Off premise Message Notification sstart times 9 Press OF or f to accept the start time RETRY Ok Stor hhmm 10 Enter the time when Off premise Message Notification is to stop RETRY OF This is a four digit field Any single digit hour and minute must be preceded by a zero stor timer 11 Press AM or RETRY AM Pr ot PM or 2 J stor timer 12 Press DE or to accept the stop time RETRY OK More dest 13 Press YES or 1 to set up another destination number YES HO Notify none 14 Press SETUP to set up another destination number SETUP HEST Destination 15 Press PAGER or to select a pager number destination PHOHE EXT PAGER Pager 16 Enter the d
78. ation about skillsets The Display Waiting Calls Skillset Status Feature Code shows e the skillset number and whether the skillset is enabled or disabled e number skillset of agents logged into the skillset e number of calls waiting e the longest wait time of a call DN DN is a Directory Number or an extension number Greeting Table The Greeting Table determines which recorded greeting is played and which line is answered according to the time of day Indicator See memory button indicator Intelligent Caller Input Routing Basic Intelligent Caller Input Routing Basic lets callers direct their calls to an Operator Automated Attendant skillset mailbox CCR Tree Intelligent CLID DNIS Routing CLID DNIS Routing is the initial routing that Contact Center calls encounter The CLID DNIS Routing you set up lets Contact Center route calls quickly based on their incoming line number Callers are routed to skillsets depending on who the caller calls the line the call comes in on or where the caller is calling from CallPilot Contact Center Telephone Administration Guide 210 Longest idle Longest idle is a method of call distribution that routes calls to the agent who has been available the longest The other method of call distribution is Preferred MWI See Message Waiting Indication Memory button indicator Memory button indicators are the triangular shaped LCD indicators on a telephone next to the memory button
79. atus of agents For information about how the status appears refer to the Contact Center Agent Guide For information about using programmed memory buttons to monitor call activity refer to Primary and Secondary alert times on page 32 To program a memory button Program Features Press a button QUIT Feature Code QUIT F GUIT CLEAR Programmed 1 Press BJ Do not lift your handset The display shows Program Features Press a memory button with an LCD indicator Press Enter the Feature Code number that you want to program For example enter P 0 Q to program the Display Waiting Calls Feature Code See the tables Feature Codes used by Contact Center agents on page 28 and Agent Feature Codes on page 28 for the Feature Codes Repeat steps 1 through 5 for each Feature Code you want to program The display shows that the button is programmed and then ends the session Use the paper labels that come with your telephone to identify the programmed button To use the Feature Code press the labeled button CallPilot Contact Center Telephone Administration Guide 26 Chapter 2 About Contact Center telephone administration Feature Codes used by Contact Center supervisors Use this Feature Code To Open Mailbox Ce eeji e open skillset mailboxes e record skillset mailbox greetings e listen to messages in the skillset mai
80. ave neal Press NEXT Skill mbox Pswd 9 Press HEXT to continue RESET HEMT Skillset Admin 10 Press OTHR FARM AGENT OTHR Skillset Admin 11 Press ROLITE ROUTE OWFLW UNCF Route Table 12 Press DAY or HIGHT DAY NIGHT QUIT In this example Day is shown Day routing 13 Press ERASE WIE ERASE INS Erase table 14 Press YES WES GUIT Table erased 15 This display appears briefly Daa routing 16 Press SETUP if you want to create a new routing table SETUP ALIT or press C to end the session N0060615 Chapter 10 Routing table administration 175 Setting the Service Modes for skillsets You must set the Service Mode the skillset uses so that calls are answered correctly You must set the Service Mode using Q before calls are answered correctly Before you set the Service Mode you must e configure a skillset e setup at least a Day Routing Table for the skillset The default Contact Center Service Mode is 24 hour operation You can change the hours of operation using the Operator Feature Code C _J R There are six possible Service Modes Auto The skillset uses the Automatic Service Mode You must configure both the Day and Night Routing Tables before you can assign the Automatic Service Mode to the skillset Day The skillset uses the Manual Service mode and the Day Routing Table You must configure the Day Routing Table before you can assign the Manual
81. blems Agent log on problems If an agent cannot log on at their telephone e ensure the agent ID and password match e check to see if the agent is already logged on to a different telephone e check to see if a different agent is logged on to this telephone Important considerations about how agents use features Call Transfer Agents can use Transfer to transfer a call to another agent another person such as a subject matter expert or send the call back to a skillset e Ifthe agent wants to send the call to a specific agent or another person the agent can enter the Transfer Feature Code _ 0 and enter the extension number e Ifthe agent wants to send the call to a skillset the agent can enter the Transfer Feature Code C J 7 0 and enter the CDN of a skillset to send the call to a skillset e If you are monitoring an agent and they transfer a call you do not continue to hear the call Agents who want to transfer a call to a mailbox should use e JBJE6J Multimedia Contact Center agents do not receive Contact Center voice calls but other Contact Center agents can transfer voice calls to Multimedia Contact Center agents Call Forward Advise agents not to use Call Forward An agent who uses Call Forward is automatically logged out or made auto busy depending on their agent settings after the number of rings for transfer callback elapses Contact Center does not support Call Forward All Calls to an external number If an
82. ce procedure i Warning Alerts you to remove the BCM main unit and expansion unit a power cords from the ac outlet before performing any maintenance procedure 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 PLAY Display option Available on two line display shown in the bottom line of a two telephones Press the button directly below the line display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option These text conventions are used in this guide to indicate the information described Convention Description bold Courier text Indicates 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 Related publications This section provides a list of additional documents referred to in t
83. cess Contact Center Class of Service The Class of Service defines the values for mailboxes Control Directory Number CDN The Control Directory Number Control DN or CDN is the extension number of a Contact Center skillset The CDN is the number used to transfer calls to a skillset The CallPilot installer is responsible for assigning a CDN to each skillset before the skillset can be enabled N0060615 209 Custom Call Routing CCR CCR is a routing feature that you can program to present a customized menu of single digit choices to callers CCR automatically answers lines and presents callers with customized menus With CCR callers can listen to pre recorded messages leave a message in a skillset mailbox or transfer to an extension With CCR you can replace Automated Attendant menus with a more sophisticated menu that offers callers a wider range of options Delay Answer Delay Answer is a feature that prevents Contact Center from answering calls and playing greetings when there are no agents available When a skillset has Delay Answer activated waiting callers hear ringback When a call comes in on a line for a skillset that does not have any free agents the call is not answered until either the Delay Answer time elapses or an agent becomes available whichever comes first Display Waiting Calls Display Waiting Calls is a Feature Code that you and agents can use to display waiting calls and view real time inform
84. change and press OK If you do not know the agent s ID number press DIF to search the directory Press RESET to reset the agent s password 10 Press to end the session Changing an agent priority Before you can change an agent s priority e the skillset must be disabled See Disabling a skillset on page 58 e the agent must be logged off See Logging an agent off on page 128 N0060615 Chapter 8 Setting up agents 131 To change an agent priority Log QUIT RETRY OK Pew RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHR Admin FAX cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT OK SLaLus KMKHEHM CHHG HET Skillset Admin PARM AGENT ROUTE Agent Skillset ADD DEL LIEW HIKER HET PREL WIE Priorites CHHG OK Priorites CHHG OK 1 10 11 12 13 14 Press e Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTHE Press OTHE Press CC Press SKILL Enter the number of the skillset you want to view and press OK The display shows whether the skillset is enabled or disabled Press HEXT to continue Press AGEHT Press VIEW The display shows the ag
85. cord the Alternate greeting If you are changing a greeting the current greeting starts to play If this is the first time you are recording a greeting this display appears briefly Press YES or and record your greeting at the tone Press OF or to end the recording Press OF or to accept the recording or press PLAY or to listen to the greeting or press RETRY or to rerecord the greeting 10 Press to end the session CallPilot Contact Center Telephone Administration Guide 76 Chapter 6 Setting up skillset mailboxes Choosing a Primary or Alternate skillset mailbox greeting If you record a Primary and an Alternate skillset mailbox greeting you must choose which greeting plays You can change the selection at any time and as often as needed If you do not choose a greeting the Primary skillset mailbox greeting plays If you choose the Alternate mailbox greeting you must set whether the mailbox accepts messages If you choose Yes the skillset mailbox receives messages in the normal way If you choose No e messages cannot be left in the skillset mailbox e the Alternate mailbox greeting takes precedence over all other greetings e ifa caller presses a button to fast forward the message they hear a voice prompt that says this is a special greeting e ifa caller presses a button to send a fax the fax goes to the General Delivery Mailbox not the skillset mailbox If you choose the Alternate mailbox gr
86. ct Center and whether information from the data stream is collected The Reporting for Contact Center properties are e The Contact Center Reporting Server Password e The Contact Center Reporting Data Stream The properties are available only if the Reporting for Contact Center feature is available N0060615 Chapter 3 Contact Center general properties 39 To set the Reporting for Contact Center properties Log QUIT RETRY OK Pew RETR OK Admin MBO AA OTHR Admin GLIST CCR OTHR Admin FAR CC CC Admin AGEHT SKILL OTHR CC Admin GRTG PARM Pid HET Rerort Seru CHHG Enab rerort H CHHG Ok 1 Press e Enter the telset User ID that has voice mail administration rights and press QE For information about creating a user with voice mail administration rights see the BCM Administration Guide Enter the user password and press Ok Press OTHR Press OTHR Press CC Press OTHR Press PARM Press HEXT until this display appears Press CHHG to enter the Contact Center Reporting Server Password The password cannot be blank and must be between 4 and 8 characters in length The password must contain only alpha numeric characters and cannot be the same as the previous password or Press HEST to enable the Contact Center Reporting Data Stream and go to step 9 Press CHHG to toggle between No or Yes to enable the Contact C
87. d caller name of the agent s call You can press the JOIH softkey or the MUTE button on your telephone to join in the call NOTE Depending on what system you use the Join and Mute softkeys may not appear 4 When the help session is complete press to end the session N0060615 Chapter 11 Monitoring call activity 187 How to handle missed requests When a supervisor s Supervisor Help LCD indicator is flashing the supervisor can retrieve escalated or missed Supervisor Help requests If there are one or more requests Contact Center shows all of the requests Escalated requests for calls that are still active are shown first from the oldest to most recent After that missed requests are shown from the oldest to the most recent A supervisor can accept the call by pressing the YES softkey After the supervisor accepts the request the request no longer appears to other supervisors who are retrieving help requests Their displays show the next escalated request or the first missed request if there are no more escalated requests or No help requests if there are no more missed requests For a missed request the prompt xx aname asked appears and the supervisor can retrieve information about the call by pressing the IMFO softkey or can move to the next request by pressing the HEXT softkey An example of retrieving an escalated request The supervisor launches the Supervisor Help feature by pressing the
88. d press OK RETR Ok CDM xx 12 Press HEST CHHG HEST CallPilot Contact Center Telephone Administration Guide 54 Chapter 5 Setting up skillsets HWI exti xx CHHG HET Ext RETR ok HWI exti xx CHHG HEST Method Least busy CHHG HET Break BBA CHHG HET Break mms RETR OK Breaki xxIKx CHHG HEST CHHG Delay ans OOGG HEST Delay ans mmss RETR OK Delay ansi xxInK CHHG HEST Atdti none 3 CHHG HET Ext RETR QUIT Atdt x CHHG HEST 3 If you want to assign an MWI extension press CHHG 14 15 16 17 18 19 20 21 22 23 24 25 or if you do not want to assign an MWI extension press HET and go to step 15 You must assign an MWI extension if you plan to assign an attendant extension Enter the extension of the telephone you want to use for MWI and press OF Press HET Press CHHG to change the method of call distribution to Preferred Prefer and press HEST or press HET to accept the default of Longest idle Least busy Press CHHG if you want to change the default Break time or press HET to accept the default time 00 30 and go to step 19 Enter the Break time and press OK This is a four digit field Add a zero to any single digit hour or minute Press HET Press CHHG to set up a Delay Answer time or press HEXT and go to step 22 Enter a D
89. de 214 Index DID routing 147 Directory Company 68 Disabling a skillset 58 Display 23 two line 21 Display telephone entering characters 22 Dynamic agent priority 12 121 E Erasing messages 82 85 F Fax Detection 148 Feature 983 telephone administration 13 Feature Codes 24 Activity Codes 28 agent 28 Contact Center Administrator 26 Custom Feature Codes 28 descriptions 26 28 determining 24 Display Waiting Calls 32 Display Waiting Calls F909 26 27 28 32 180 Log on Log off F904 26 27 28 Monitor skillsets F904 27 28 Not Ready F908 27 28 Open Mailbox F981 26 27 28 Operator Settings F982 26 programming memory buttons 25 Skillset Status F909 26 Supervisor Help 26 28 Voicemail DN F985 26 Forced Play greetings 150 190 Formula for waiting calls 191 Forwarding a message 85 G Greeting step Fax Detection 148 Greetings contact center examples 45 Forced Play 150 Greeting parameters in Routing Table 150 Greeting step in Routing Table 149 recording 46 Routing Table parameters 190 tips 189 types 45 Greetings skillset mailbox example 74 78 H Highest priority call 190 Hours Routing Tables 147 Hunt groups 195 Indicators Message Waiting 26 50 66 Primary 198 Primary alert time 32 Secondary 198 Secondary alert time 32 Initializing a skillset mailbox 68 Intelligent Overflow 13 133 Internal messages replying to 86 L Least Busy method of call distribution 21
90. de 42 Chapter 3 Contact Center general properties Setting the Answer Lines status The Answer Lines status determines whether Contact Center answers the assigned lines If the Answer Line status is set to Yes Contact Center answers the lines assigned as Contact Center and CallPilot answers the lines assigned as AA If the Answer Line status is set to No neither Contact Center nor CallPilot answers lines To set the Answer Lines status Psu RETRY DE Choose oFtion OPER MODE Atdt avail x CHHG HET Business openi x CHHG HEST Answer lines H CHHG HEST 1 Press eJBJBJ Enter the Operator password and then press OK The default Operator password is 6 7 6 7 2 6 6 7 Operator To change the Operator password refer to Resetting the Operator password on page 193 Press OFER Press HEST Press HEST Press CHHG If you set Answer Lines to N the display shows Disabling If you set Answer Lines to Y the display shows Enabling Press to end the session N0060615 Chapter 3 Contact Center general properties 43 Resetting the Contact Center Administrator password If you use a Business Communications Manager system there is no dedicated or default CallPilot or Contact Center Administrator user ID and password For Business Communications Manager you can create users with CallPilot and Contact Center rights in Element Manager You
91. devices to be assigned to the DN used by Contact Center The user does not receive an error message if this happens even though i2004 devices usually warn a user if there are conflicting telephone DNs Therefore it is imperative that the i2004 programming record contains a list of CDNs used by Contact Center Name The skillset name is displayed e on Contact Center displays to identify the skillset e in reports e as the skillset mailbox name The skillset name can be a maximum of 16 characters If you do not enter a name the skillset name defaults to SK LLx where x is the skillset number The name for each skillset is the same as the skillset mailbox name MWI ext Message Waiting Indication extension The Message Waiting Indication extension is an optional telephone number that indicates that a skillset mailbox has messages waiting The MWI extension that you assign shows Message for you on the telephone display when there are new messages in the skillset mailbox The MWI DN defaults to None If you forget the MWI extensions for a skillset mailbox you can view the MWI extensions by using the procedure Determining a skillset mailbox number on page 66 Note If you plan to use Attendant Extension you must enter an MWI DN You can use MWI DN without an attendant extension but you cannot configure an attendant extension without an MWI DN The MWI DN must be a different number than the attendant extension Method of C
92. e greeting includes that callers can press Q to leave a message in a mailbox P is the default keypad button callers can press to transfer to the skillset mailbox You can select a different number N0060615 193 Chapter 13 Troubleshooting Contact Center This chapter contains troubleshooting information for problems that can occur while setting up and operating Contact Center Resetting passwords You can reset passwords if they are lost or forgotten To reset refer to the Operator password page 193 the Contact Center Administrator password page 43 a skillset mailbox password page 72 an agent password page 130 Resetting the Operator password You can reset the Operator eJ Q J password if it is lost or forgotten Q is used by the receptionist Operator and Contact Center Administrator If you reset the Operator password it is reset to 6 7 8 7 2 8 6 7 Operator To reset the Operator password 1 Press Q9 6 6 Set xxx 2 Press 7 ES In this example xxx represents the CDN for skillset 1 Pswd j 3 Enter FJB BECOME eejB RETRY of Resetoperpswd and press Ok Reset Pawg 4 Press YES WES HO Exit 5 The session ends The Operator password is now reset to 6 7 6 7 2 8 6 7 Operator CallPilot Contact Center Telephone Administration Guide 194 Chapter 13 Troubleshooting Contact Center Agent pro
93. e Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Gotostep3 If you use the Norstar Voice Mail interface e Press AD IH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press AD IH or to set up Off premise Message Notification Press EXT or to choose an extension as the destination Enter the destination number and press OK or J Press OK or to accept the destination extension The gt represents the extension Enter the start time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preceded by zero Press AM or or PM or 2 J Press OE or to accept the start time Enter the time when Off premise Message Notification is to stop This is a four digit field Any single digit hour and minute must be preceded by a zero CallPilot Contact Center Telephone Administration Guide 96 Chapter 7 Off premise Message Notification stor timet 11 Press AM or RETRY AM Pr f PM or 2 J stor timer 12 Press OK or to accept the stop time RETRY OK More dest 13 Press ES or _ if you want to set up another destination number YES HO or press HO or if you do not want to set up another destination number Starticstart time 14 Press HEST or to accept the start time that you entered CHHG HET or press EHHG or 1 to change the
94. e a skillset s extension number The extension number of the skillset mailbox must be the same as the Control DN of the skillset If the skillset mailbox has the wrong extension you cannot change the properties for a skillset mailbox N0060615 197 Chapter 14 Contact Center Programming Record For this programming task see on page Record the Feature Codes used by Contact Center Feature Codes 198 Record the line information for lines answered by Contact Center Line answering 206 Record the Operator and Business Status settings Operator Business Status 199 Record the number of reserved channels and the Primary and General Contact Center Secondary Alert times parameters 198 Record agent ID agent name Priority supervisor status and skillset for each agent Contact Center agents 202 Record Control DN skillset name MWI ext Method Break Time and Delay Answer time limit Contact Center skillsets 200 Record agents assigned to the skillsets Skillset assignments 203 Record the skillset mailbox name skillset mailbox number MWI extension and skillset mailbox password Skillset mailboxes 204 Record the type of step and step parameters for Day and Night Routing Tables Routing Tables 205 Record Line Answering details Line answering 206 Note Make copies of these pages as required CallPilot Contact Center Telephone Administration Guide 198 Chapter 14 Contact Center Program
95. e administration Tyre Horm Force FER OF AA Kes 1 CHHG DISABL HEST Ofer Kew B CHHG DISABL HEST Mbox Kewl 9 CHHG DISABL HEST CCR Keyl Tri il CHHG DISABL OK Tyre Horm sfer Force FER Ok Another ster VES QUIT Ster 4 DIST GRTG OTHF Dist time BANA CHHG Ok Another ster VES GUIT Ster 5 DIST GRTG OTHF Greeting tyre EWT HORMAL CC greeting RETR Ok CC greeting 3 RETR PLAY OK Tyre Horm Force FER OF AA Kes 1 CHHG DISABL HEST AA Kes disable CHHG HEST Ofer Key amp CHHG DISABL HEST Mbox Kewl 9 CHHG CISABL HET MBox Kesi disable CHHG HET CCR Kear z Tril CHHG DISABL OF CCR Key disable CHHG Ok 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 Press FER Press HEST Press HEST Press HEST Press OK Press OK Press YES Press DIST Press OK Press YES Press GETG Press HORMAL Press 3 and press OK Press OK Press FER Press DISABL Press HEST Press HEST Press DISABL Press HEST Press DISABL Press DE N0060615 Chapter 10 Routing table administration 167 Tyre Horm sfer Force FER Ok Another ster YES QUIT Ster 6 DIST GETG OTHR Ster 6 DISC FER GOT Goto Ster 1 CHHG OK
96. e applies if there are agents logged on to the skillset CallPilot Contact Center Telephone Administration Guide 134 Chapter 9 Intelligent Overflow Routing Note You can select both conditions within the same rule The rule applies when both conditions are met Action When Intelligent Overflow Routing determines that a condition is met for the call the call goes to the destination you specify Possible actions are moving the call to a new skillset The caller hears the greetings for the new skillset overflowing the call to one or more skillsets The caller continues to hear the greetings from the original skillset sending the call to the skillset mailbox transferring the call to an extension external number mailbox skillset mailbox Automated Attendant CCR Tree or operator changing the priority of the call Note If an overflow step is configured for No Agents the overflow rule executes right away and even a forced greeting will not play If you want to play the greeting configure a timer with the No Agents rule N0060615 Chapter 9 Intelligent Overflow Routing 135 Examples of Intelligent Overflow Routing rules Intelligent Overflow Routing gives you flexibility in setting the rules for how calls are handled The following tables show examples of different ways you can configure Intelligent Overflow Routing rules Example 1 In this example calls to the contact center go to skills
97. e time limits that you assign for calls waiting in skillsets If a call exceeds the Primary or the Secondary alert time limit a programmed memory button indicator flashes A slow flash means that a call has exceeded the Primary alert time A quick flash means that a call has exceeded the Secondary alert time Attendant The attendant is the person who you assign to answer an extension number The attendant can be a receptionist operator or target attendant Automated Attendant AA The Automated Attendant is an automatic answering service AA answers incoming calls with a Company Greeting and a menu of options AA routes calls in response to a caller s dialpad selections For a greater range of options and services for incoming calls a Custom Call Routing CCR menu can be assigned to play instead of the Automated Attendant menu Automatic Answer Automatic Answer is an agent parameter that force delivers calls to an agent If Automatic Answer is enabled the agent hears a tone that indicates that a call is delivered The agent is automatically in the handsfree mode If Automatic Answer is not enabled calls ring at the agent s telephone and the agent must manually answer the calls Break Time Break Time is a time period you set up for agents to complete paperwork or other tasks after they finish a call After an agent completes a call no calls are routed to them for the Break Time The agent can extend or cancel the Break Time by us
98. ecord a greeting write the greeting out so that you include everything that you want to say We recommend that you record greetings that are a maximum of 20 seconds long If your greetings are longer than 20 seconds callers must wait in a skillset a longer time before they hear another greeting To record a Contact Center greeting Loa 1 Press l J9 8 weal Re lise 20k Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Paud 2 Enter the user password and press OK RETRY Ok Admin 3 Press OTHR MBO AA OTHE Admin 4 Press OTHR GLIST CCR OTHR Gdmin 5 Press CC FAs CE CC Admin 6 Press OTHR AGENT SKILL OTHR CC Admin 7 Press GRTG GETG FARM CC greeting 8 Enter the number of the greeting you want to record and press OK RETRY Ok CC greetingi x 9 Lift the handset and press REC RETRY PLAY REC N0060615 Chapter 4 Contact Center greetings 47 Record greeting RETRY Ok Accert greeting RETRY PLA OK CC greeting RETR OK 10 Record your greeting using the telephone handset 11 12 Do not use handsfree When you are finished press OK Press PLA to listen to the greeting or press RETR to re record the greeting or press OK to save the gree
99. eeting remember to change back to the Primary mailbox greeting at the appropriate time To choose a Primary or Alternate skillset mailbox greeting 1 Skillset name gt 2 3 Greeting options 4 REC CHOOSE CFWD Use 3reeting 5 PRIME ALT QUIT Press BBJ Follow the voice prompts or the display button options on your telephone to open the skillset mailbox The skillset mailbox name appears briefly If you use the CallPilot interface e Press to open the Greetings Options menu e Goto step 4 If you use the Norstar Voice Mail interface e Press AD IH or e Press GREET or e Go to step 4 Press CHOOSE or to select a greeting Press PRIME or to select the Primary mailbox greeting and go to step 7 or press ALT or to select the Alternate mailbox greeting and go to step 6 N0060615 Chapter 6 Setting up skillset mailboxes 77 Accert meas iy 6 Ifyou choose the Alternate mailbox greeting you are asked ane Ea whether the mailbox can accept messages Press CHHG or to toggle from yes to no or press OK or to accept 7 Press to end the session CallPilot Contact Center Telephone Administration Guide 78 Chapter 6 Setting up skillset mailboxes Recording a Personalized skillset mailbox greeting If your contact center subscribes to Caller ID you can record a maximum of three Personalized greetings for each skillset mailbox For Personalized skillset mailbox greetings yo
100. elay Answer time and press OK This is a four digit field Add a zero to any single digit hour or minute Press HET Press CHHG to assign an attendant to the skillset or press HEXT and go to step 25 You must enter an MWI DN before you enter an attendant extension Enter the extension number of the attendant set Press HET N0060615 Chapter 5 Setting up skillsets 55 Promet langi Pri CHHG HET AC Entr OPT OPT PRMFT HET EWT sample 16 CHHG HET EWT allow incre CHHG HET EWT ICD 00I0SIBA CHHG HET Mol 24 hour CHHG HET Day starti hhmm RETR OK Day hhmm Kx RETRY AM PM 26 27 28 29 30 31 32 33 Press CHHG to use the alternate language prompts and press HET or press HET to use the primary language prompts Press HEXT if your Contact Center does not use Activity Codes and go to step 27 or if your Contact Center uses Activity Codes select the Activity Code entry type OFT for Optional PEMPT for Prompted and press HEST This prompt appears only if you have Reporting for Contact Center enabled on your system NOTE Although you can set this Activity Code parameter by telephone you must use CallPilot Manager to create Activity Codes For more information refer to the Contact Center Set Up and Operation Guide or CallPilot Manager online help If you use Expected Wait Time enter how many cal
101. ent number is shown Press CHHG to change the agent number and enter a new agent number or press OK to continue N0060615 Chapter 8 Setting up agents 117 Hame Agentas CHHG Ok Agent namel CHHG BESP Ok SuUrFervisor H CHHG HEST Auto answer H CHHG HEST Miss call BUSY LOGOUT BUS Ok AC enters OFT OPT PRMPT Ok Agent Admin ADD DEL CHHG 10 11 12 13 14 15 Press CHHG to enter the agent s name or press OK to go to step 11 Enter the agent s name and press OK Press HE T to keep the agent at agent status or press CHHG and then HEXT to give the agent supervisor status Press HEYT if you do not want calls to be force delivered to the agent or press CHHG and then HET if you want calls to be force delivered to the agent Press OK to accept BUS Make Agent Busy as the Missed Call option or press LOGOUT to select Automatic Logout and press OK Press Ok if you want prompting for Activity codes to be optional or press PEMPT if you want agents to be prompted and press ak NOTE This step appears only if you use Reporting for Contact Center Press to end the session Note If you use a BCMS0 system Activity Codes are not available CallPilot Contact Center Telephone Administration Guide 118 Chapter 8 Setting up agents Changing an agent After you add an agent you can change their
102. ent with the lowest ID number in the skillset You can press HEYT to see the next agent or FREN to see the previous agent or press IEW to change the priority of the agent Press CHHG to change the priority of the agent Press OK Repeat steps 11 to 13 to change other agent s priority Press 4 to end the session CallPilot Contact Center Telephone Administration Guide 132 Chapter 8 Setting up agents N0060615 133 Chapter 9 Intelligent Overflow Routing Use Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset for an agent You can specify that a waiting call e overflows to one or more skillsets and keeps its conditions and original skillset greetings Agents from the specified skillsets can answer the call e moves to another skillset where the call loses its conditions and takes on the properties of the new skillset including skillset greetings The system tracks the total length of the call from the time the call enters the system until it is answered e transfers to the skillset mailbox e transfers to an extension mailbox external telephone number CCR Tree Automated Attendant or operator e changes in priority level Intelligent Overflow Routing handles calls differently depending on the rules that you create Each rule is based on a mode one or more conditions and one or more actions Mode Intelligent Overflow Routing looks at the mode the skills
103. enter Reporting data stream Press OK 10 Press to end the session CallPilot Contact Center Telephone Administration Guide 40 Chapter 3 Contact Center general properties Configuring lines Before Contact Center can answer an incoming line you must assign the line to be answered by a Contact Center skillset For each line that you want Contact Center to answer you assign e the line to be answered by Contact Center e the skillset that calls on this line go to e the number of rings before the line is answered You can record your line answering information in the table Line answering on page 206 You must disable a skillset and wait until there are no calls in the skillset before you can add lines to it You cannot add lines to a skillset while it is in use For how to disable a skillset refer to Disabling a skillset on page 58 Lines that are programmed to be answered by Contact Center must not be programmed to be answered by another peripheral or application To delay calls being answered you can assign Contact Center to answer incoming calls after a specified number of rings The number of rings ranges from zero to 12 If the number of rings is zero Contact Center answers immediately For analog lines equipped with Caller ID you must set the number of rings to two or more Caller ID information is not provided until just prior to the second ring so if you set the number of rings to zero or one
104. er password and press OK Press OTHR Press OTHF Press CL Press OTHR Press PARM Press HEXT until this display appears Press HEXT to select no CLID or press CHHG to select Number Only or Name and Number Press to end the session Setting the Supervisor Help request timeout The Supervisor Help Request Timeout is when to escalate a request if the chosen supervisor does not answer the help request You can enter a value between 1 and 60 seconds The default is 12 seconds N0060615 Chapter 3 Contact Center general properties 37 To set the Supervisor Help request timeout Log QUIT RETRY OK Pew RETR ok Admin MBO AA OTHR Admin GLIST CCR OTHR Admin FAX cc CC Admin AGENT SKILL OTHR CC Admin GRTG PARI Sur Timeouts CHHG HEST 1 Press e i Enter the telset User ID that has voicemail administration rights and press OE For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTHR Press OTHR Press CL Press OTHR Press PARM Press HET until this display appears Press HET to accept the default value of Supervisor timeout or press EHHG to enter a different value The default value is 12 seconds The range is from 1 to 60 seconds Press to end the session CallPilot Co
105. es 000 00 e eee eee 32 Reserved channels pacecdiretag nei gadal gone es Caen aeRdews et neces bom x 33 Seting Caller ID si ccericirnirsir esteit rE itka RER naen etA 35 Setting the Supervisor Help request timeout nananana nanana 36 Selecting skillsets supervisors can receive help requests from 38 Setting Reporting for Contact Center properties s a aaa aaaea 38 COGUO MES anea a A A a kr kaa 40 Setting the Answer Lines status nsuana eee eee 42 Resetting the Contact Center Administrator password 020000 eee eee 43 CallPilot Contact Center Telephone Administration Guide 6 Contents Chapter 4 Contact Center greetingS 0 ccs eee eee eee eee eee 45 About Contact Center greetings 0 000 cee eee 45 Types of Contact Center greetings 00 0 cece eee 45 Recording a Contact Center greeting 0000s eee eee 46 Chapter 5 Setting UP GRMIGCNS cnc osc ccs Sod esie ced sees sen setae tessteuwe es cce 49 AGU GMUGEIS 24 nace cannwia Penns ETAR ERr SIERA gpebesgat ENRE AAi 49 How incoming calls are sent to a skillset 0 0 00000 eee 49 CEO DODANIE savrednebe beaded pea anes PoeenR aes eE ETERNA 50 Setting ita SkulSet wesc gee ade eekeboagee dekeeredeadeetegecsaee aceon 53 EMSAM SUE att Siete tote eet bia ein Rate ae Bales 57 DraMa SOE cana keke See Rey RRR ORES gOEEE Eee SRR E Re RY 58 Changing skillset properties 2 cascsesiacaescesareeehaecheteduse
106. ess CHNG or 1_ to change the pager message The combined limit is 30 characters for the pager telephone number and the pager message Press YES or if you want to set up another destination number or press NO or f if you do not want to set up another destination number Press OK or to be notified when the skillset mailbox receives a new message or press CHNG or ff to change the message type to be notified only when the skillset mailbox receives an urgent message 10 Press to end the session N0060615 Chapter 7 Off premise Message Notification 99 To set up Off premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers The following steps show you how to enter a telephone number destination and then add a pager destination for the first time 1 2 Meg notify 3 ADMIH SELECT Destination 4 PHOHE EXT PAGER Phi 5 RETR ok ox 6 ADD OK Start hhmms 7 RETRY OK start timer 8 RETRY AM Pl Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notific
107. estination pager number and press OK or f RETRY Ok SHMER 17 Press OK or to accept the destination pager number represented ADD OF by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or SHOW 18 Press HEXT or to accept the default pager message represented eae MEST by lt xxxx gt The default pager message sent by CallPilot is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHHG or fi_ to change the pager message The combined limit is 30 characters for the pager telephone number and the pager message Hotit rager 19 The display shows that the second destination is a pager Gn ATHE NEKT Press HEAT or to continue Hotify 3 none 20 Press HEXT or to continue SETUP HEAT or press SETUP to add another destination N0060615 Chapter 7 Off premise Message Notification 101 Startivstart timer CHHG HEST Stor stor timer CHHG HEAT Med tyre new CHHG OK Med notify ADMIN SELECT 21 22 23 24 Press HEXT or to accept the start time that you entered or press CHNG or 1 to change the start time Press HEXT or to accept the stop time that you entered or press CHNG or 1 to change the stop time
108. et 1 which is the company s service department If a call is not answered by an agent within two and a half minutes the call overflows to skillset 2 the sales department skillset An agent from any of the two skillsets can answer the call The Contact Center Administrator e selects the Day service mode e sets the timer for 2 minutes and 30 seconds e selects Overflow to Skillset as the action e selects skillsets 2 and 3 Mode Conditions Action Explanation Day 02 30 Overflow 2 This Intelligent Overflow Routing rule applies only if there are one or more agents are logged on If a call is not answered by an agent before 2 minutes and 30 seconds the call overflows to skillset 2 When a call overflows it also remains queued at the original skillset destination Note If you want calls to overflow to multiple skillsets specify all the skillsets in the same rule The call bypasses skillsets with busy agents and overflows to the next skillset with an available agent Example 2 In this example calls to the contact center go to skillset 1 The Administrator wants to ensure that lower priority calls do not wait in a skillset indefinitely If a call waits for 2 minutes or more a higher priority is assigned to the call The Contact Center Administrator e selects the 24 Hour Service mode e sets the timer for 2 minutes e selects Change Call Priority only as the action and selects 1 as the new call prio
109. et is in to determine how to handle a call A skillset can be in Day mode Night mode or 24 Hour Service Each mode can have its own rules for how to handle calls The default mode is Day Condition After Intelligent Overflow Routing determines what mode the skillset is in Intelligent Overflow Routing determines what conditions apply to the call The two possible conditions are e Whether the timer expires You set the length of time a call waits for an agent before the call is sent to the destination that you specify The maximum time a call can wait is 59 59 When a call enters a skillset the timer starts at 00 00 Overflow rules are applied according to the time a call is in a skillset not according to the total time a call is in the system For example if you set up skillset 1 to move a call to skillset 2 after five minutes and you set up skillset 2 to move a call to skillset 1 after two minutes a call in skillset 1 will be moved to skillset 2 after five minutes The call will move back to skillset 1 after an additional two minutes then back to skillset 2 after an additional five minutes e Whether there are agents logged on to the skillset If there are no agents logged on to the skillset the call is sent to the destination that you specify If you select the Agents Not Logged In check box the overflow rule applies if there are no agents logged on to the skillset If you do not select the Agents Not Logged In check box the overflow rul
110. etting up skillset mailboxes 85 Playing skillset mailbox messages CallPilot Available during and after Option Button playing Description Envelope a Plays the information in the message envelope Envelope information Z 2 Y includes the date and time the message was sent and if the message is internal the directory name of the sender Forward 731 Vv Forwards the message to one or more mailboxes You can record an Message introduction to the forwarded message Reply V Replies to a message and all recipients of the message Refer to All a Note 3 on page 84 Delete So Deletes the current message Deleted messages remain in the Z J6 Y skillset mailbox until the session ends Refer to Notes1 and 2 on page 83 Retrieving erased messages After you play your messages and end your skillset mailbox session any messages that you do not erase are saved Since message storage space is limited we recommend that you erase messages that are no longer needed You can retrieve an erased message if you are still in the skillset mailbox session An erased message remains in the skillset mailbox until you end the current session To retrieve an erased message Norstar Voice Mail After you erase a new or saved message the number of new or saved messages shown on the display is decreased by one Even though the display shows 0 new 0 saved you can still play and retrieve any erased skillse
111. ever happens first During the Delay Answer time the waiting callers hear ringback To activate the Delay Answer feature enter a time for Delay Answer The Delay Answer time can be a minimum of zero seconds and a maximum of 10 minutes The default Delay Answer time is 00 00 Attendant extension The attendant extension is the extension used if a caller presses the Operator key during a greeting step a transfer step or while listening to a mailbox greeting The attendant extension is optional If you do not assign an attendant extension the call is sent to the system attendant extension Note You must enter an MWI DN before you enter an attendant extension If you enter an attendant extension without an MWI DN assigned you receive an error message prompting you to enter the MWI DN The attendant extension must be a different number than the MWI DN Prompt Language The Prompt Language can be either Primary or Alternate The prompt language is the language choice used for prompting callers who transfer to the Automated Attendant or CCR Prompt Language appears only if your system is configured as bilingual Activity Codes Activity Code entry types are Prompted and Optional Optional is the default If you select Optional an Activity Code session is not automatically displayed on the agent s telephone but they can press F907 and enter Activity Codes If you select Prompted the agent is prompted to enter Activity
112. f the first step in a routing table is a Greeting step it can detect fax calls and route them to the skillset mailbox for the routing table For more information refer to Fax Detection on page 148 Forced Play Enable Forced Play for a greeting that contains important information that you want callers to hear If an agent becomes available while a caller is listening to a Forced greeting the greeting is not interrupted The caller must listen to the entire greeting If you do not enable Forced Play when an agent becomes available the greeting is interrupted and the call goes to the available agent Limit the number of Forced Play greetings and keep Forced Play greetings as short as possible Long Forced Play greetings increase the transfer time of calls to agents and cause unpredictable increases in distribution times For more information refer to Routing Table administration on page 190 Intelligent Caller Input Routing Basic Xfer While the greeting plays callers can e press 1 to transfer to the Automated Attendant e press 0 to transfer to the Operator e press P to leave a message in the skillset mailbox e press 2 to transfer to a CCR Tree These are the default keypad buttons You can change the keypad buttons Ensure that the Non business hours greetings have Intelligent Call Input Routing Basic enabled so that callers can direct how they transfer their calls N0060615
113. f you use Expected Wait Time select whether you want EWT to be recalculated if it increases and the appropriate EWT greeting to be played The default is Y If you do not want to change this setting If you use Expected Wait Time enter the Initial Call Duration This can be a value between 00 01 00 and 24 00 00 and is used to compute expected wait time until sufficient statistics are obtained The display shows the Monday Routing Table method In this example the Routing Table is in 24 hour mode Press CHHG to change the Routing Table method or press HEXT and go to step 33 Enter the Day Routing Table start time and press OK This is a four digit field Add a zero to any single digit hour or minute Press AM or PM CallPilot Contact Center Telephone Administration Guide 62 Chapter 5 Setting up skillsets Hight start hhmm 36 Enter the Night Routing Table start time and press OK RETRY u This is a four digit field Add a zero to any single digit hour or minute Hight hmm Kxxx 37 Press AM or PM RETRY AM Pr Mol xMxMMa EMMEP 38 The display shows the Monday Routing Table start times pas owl SER Press CHHG to change the start times and follow steps 31 through 34 or press 24HR to use 24 hour service for Monday or press HEXT to continue Tul XXXXA XXXXF CHHG 24HR HEST 39 The display shows the Tuesday Routing Table method In this example the Routing Table has Day and Night Routing Table st
114. fault is SKILLn Skillset Rules Skillset parameter Skillset name Maximum 16 characters Control DN CDN Extension cannot be used by another telephone or peripheral MWI extension Method Break Time Least Busy default or Preferred Enter as mm ss Minimum 00 min 00 sec Maximum 59 min 59 sec Default 00 30 Delay answer Enter as mm ss Minimum 00 min 00 sec Maximum 10 min 00 sec Default 00 00 Attendant extension Language Activity Codes Prompted or Optional default You must have Contact Center Reporting enabled NOTE Not available for BCM50 Expected Wait Time sample 2 256 Expected Wait Time Increase Allowed Enabled default or Disabled N0060615 Chapter 14 Contact Center Programming Record 201 Skillset Rules Skillset parameter Initial Call 00 00 01 24 00 00 Duration Default is 00 03 00 Service Mode Auto Day Night 24 Hour default CallPilot Contact Center Telephone Administration Guide 202 Chapter 14 Contact Center Programming Record Contact Center agents Agent ID Agent name Supervisor status y or n Name and of skillsets agent is assigned to Auto answer y or n Missed call option Busy or Logout Priority N0060615 Chapter 14 Contact Center
115. five different destination numbers When the number of retry attempts is reached for each destination number the next number in the series is called For example Contact Center can call your car telephone first when there is a message in the skillset mailbox If there is no answer Contact Center waits five minutes and calls your car telephone again If there is still no answer Contact Center calls your car telephone a third time If there is no answer after three calls Contact Center calls your home telephone Contact Center continues to call at five minute intervals until the call is answered or all of the destinations are called three times Off premise Message Notification the Retry Intervals and Maximum Number of Attempts for skillset mailboxes are assigned through the Class of Service settings in CallPilot Manager Skillset mailboxes have a default Class of Service of 1 Class of Service 1 has these default settings for Off premise Message Notification e Off premise Message Notification enabled e a Retry Interval of five minutes e a Maximum Number of Attempts of 3 For information about changing Class of Service settings refer to the CallPilot Manager Set Up and Operation Guide You must assign start and stop times for telephone and destinations Off premise Message Notification begins when the start time is reached Set the start time for a time when you are at the destination number so that you are there to receive calls A pers
116. gain CallPilot Contact Center Telephone Administration Guide 124 Chapter 8 Setting up agents To assign several agents to a skillset Loa 1 Press le J9 8 B SEL PETRY UK Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Paud 2 Enter the user password and press OK RETR Ok Admin 3 Press OTHR MBO AA OTHR Admin 4 Press OTHR GLIST CCR OTHR Admin 5 Press CL FAH CE CC Admin 6 Press SKILL AGENT SKILL OTHR Skillset 7 Enter the number of the skillset you want to assign several agents RETRY QUIT OK to and press Ok SLaLUS KXMEXKE 8 The display shows whether the skillset is enabled or disabled CHNG peat You must disable the skillset before you make changes to it For how to disable a skillset refer to Disabling a skillset on page 58 Press HEST to continue Skillset Admin 9 Press AGEHT FARM AGENT ROUTE Agent Skillset 10 Press Abb ACL DEL UTE Add Agent 11 Press RAHGE IMGT RAHGE QUIT Start agent 12 Enter the ID number of the first agent you want to assign and press RETRY OF OK End agent 13 Enter the ID number of the last agent you want to assign and press RETRY OK OK Priority 18 14 This display shows the dynamic priority leve
117. h is the company help line If no agents are logged on to skillset 1 the call immediately moves to skillset 2 If agents are logged on to skillset 1 and the call is not answered within two and a half minutes the call transfers to the skillset mailbox where the caller can leave a message The Contact Center Administrator creates two rules In the first rule the Contact Center Administrator e selects the 24 Hour service mode e selects the Agents not logged in check box e selects Move to Skillset as the action e selects skillset 2 In the second rule the Contact Center Administrator e selects the 24 Hour service mode e sets the timer to 2 minutes and 30 seconds e selects the skillset mailbox as the action Mode Conditions Action Explanation 24 Hour No Agents Move to Skillset 2 The call moves to skillset 2 if no agents are logged i on If agents are logged on and the call is not 24 Hour 02 30 Skillset Mailbox answered within 2 minutes and 30 seconds the call transfers to the skillset mailbox N0060615 Chapter 9 Intelligent Overflow Routing 137 Example 5 In this example calls to the contact center go to skillset 1 which is the company s help line If the call is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1 the call overflows to skillset 2 which is the service department If the call is not answered within an additional two min
118. hanging skillset properties You cannot change the properties of a skillset while it is enabled You must disable the skillset If you want to change the CDN disable the skillset and wait until there are no calls in the skillset before you change the CDN To change a skillset Log QUIT RETRY OF Pew RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHE Admin FAK cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT OK SLaLus KMKHEHK CHHG HET Skillset Admin FARM AGENT ROUTE CMMEMEREEE CHHG HEST Skillset name RETRY BESP DE CXMEMEREEE CHHG HET 1 10 11 12 Press e l Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTHE Press OTHE Press CC Press SKILL Enter the number of the skillset you want to change and press OK The display shows whether the skillset is enabled or disabled You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue Press FARM Press CHHG if you want to change the name of the skillset or press HEXT and go to step 11 Enter the new skillset name and press OK For how to enter characters on the dialpad refer to
119. hapter 7 Off premise Message Notification 91 To assign an outdial method to a skillset mailbox Log QUIT RETRY OF Pew RETR OK Admin MEO AA OTH Mailbox Admin ADE DEL CHHG Mose DIF QUIT Qutdial sone CHHG HET Qutdial lt line gt CHHG HET HHHHI FETE Ok Accert x RETR OK 1 9 Press RJ BJBJ Enter the telset User ID that has voicemail administration rights and press OF For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press MBO Press CHHG Enter the skillset mailbox number or press DIF to use the Company Directory Press HEST until you see this display Press CHHG Press HET if you want to use a line as the outdial method or press CHHG if you want to use a line pool as the outdial method and then press HET Enter the Line or Pool number and press 0E Line numbers must be between 1 and 500 Although line pools have a letter such as A B or C Contact Center accepts only numbers If you enter a line pool use 1 for A 2 for B 3 for C and so on Press OK 10 Press to end the session Off premise Message Notification parameters You can set up the parameters for Off premise Message Notification from any tone dial telephone The parameters are destination type phone ex
120. he escalated request Active escalated requests take precedence over missed requests so the Supervisor Help LCD indicator does not flash slowly if there are active requests that have not been accepted N0060615 Chapter 11 Monitoring call activity 185 An escalated request goes to supervisors as follows No supervisors are available the request escalates to all potential supervisors If escalation is system wide a potential supervisor is any logged on supervisor If escalation is skillset based a potential supervisor is one who is logged onto the requesting agent s skillsets The request is denied by the selected supervisor the request escalates to all potential supervisors except for the selected supervisor unless the selected supervisor is the only potential supervisor The request is ignored the request escalates to all potential supervisors Agents can request Supervisor Help only if they are on an active Contact Center call They cannot use Supervisor Help if they are not logged in not ready idle have a call on hold or are on a non Contact Center call An agent can cancel Supervisor Help at any time before a supervisor answers the request When an agent requests Supervisor Help Contact Center looks for a single suitable supervisor to handle the request If no supervisor is available or the selected supervisor denies or ignores the request the request is escalated You set up supervis
121. his guide BCM 4 0 Administration Guide NO060598 BCM 4 0 Device Configuration Guide NO060600 CallPilot Contact Center Telephone Administration Guide 18 Chapter 1 Getting started BCM 4 0 Networking Configuration Guide N0060606 CallPilot Manager Set Up and Operation Guide N0027247 CallPilot Telephone Administration Guide N0060618 Contact Center Set Up and Operation Guide N0060620 Contact Center Agent Guide N0060619 Contact Center Supervisor Guide N0060621 Keycode Installation Guide N0060625 Reporting for Contact Center Set up and Operations Guide N0060637 How to get Help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site http www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to e download software documentation and product bulletins e search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues e sign up for automatic notification of new software and documentation for Nortel equipment e open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you don t find the information you require on the Nortel Technical Suppo
122. hone administration Feature codes You use Feature Codes to perform Contact Center functions on your telephone Feature Codes are assigned during installation This guide shows the default Feature Codes Contact Center can also use custom Feature Codes If the default Feature Codes are used by another application your system automatically assigns custom Feature Codes If your System Administrator has assigned custom Feature Codes you can use the table Feature Codes on page 198 to record the Custom Feature Codes To determine the Feature Codes 1 Lodin out Foxx 2 HEST 3 Reads Hode Foxx 4 HEST 5 6 7 Press JQ J The display shows the name and number of the Log In Log Out Feature Code xx represents a number between 00 and 99 Press HET The display shows the name and number of the Ready Mode Feature Code Press HEST to see more Feature Codes When the display shows QUIT you have seen all the Feature Codes Press 4 to end the session N0060615 Chapter 2 About Contact Center telephone administration 25 Programming a memory button with a Feature Code Each Feature Code can be programmed to a memory button Nortel recommends that you use memory buttons with indicators to program the Feature Codes A memory button indicator is the triangle next to a memory button You can use memory buttons to monitor call activity and view the Login Logout and Not Ready st
123. ialed to notify you of who is paging you or press CHNG or 1_ to change the pager message The combined limit is 30 characters for the pager telephone number and the pager message The display shows notification is set up to a pager Press HEAT or to continue Press ES if you want to set up another destination number or press HO if you do not want to set up another destination number Press OK or f if you want to be notified when the skillset mailbox receives a new message or press CHHG or if you want to be notified only when the skillset mailbox receives an urgent message Press 4 to end the session CallPilot Contact Center Telephone Administration Guide 110 Chapter 7 Off premise Message Notification Deleting a destination number If you have more than one destination number for Off premise Message Notification you can delete a destination To delete a destination number Med notify ADMIN SELECT Hotiful x gt CHHG OTHE HEST Hotifa lids DEL IHS GUIT Hotiful x gt CHHG OTHE HEST Med notify ADMIN SELECT 1 Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Pres
124. ification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press AD IH or e Press f to open the Off premise Message Notification menu e Go to step 3 Press AD IH or to set up Off premise Message Notification Press HET If you want to change the destination type refer to To change the destination type on page 102 for the appropriate procedure Press HO or to continue N0060615 Chapter 7 Off premise Message Notification 103 Startivstart timer CHHG HEST Stor stor timer CHHG HEXT Med tyre new CHHG OK Med notify ADMIN SELECT Press CHHG or to change the start time or press HEXT or to accept the start time Press CHHG or to change the stop time or press HEXT or to accept the stop time Press CHHG or 1 to change the message type to urgent Press OK or to accept the new default message You can choose to be notified of all new messages or urgent messages only Change the message type to urgent to be notified only when the skillset mailbox receives an urgent message Press to end the session CallPilot Contact Center Telephone Administration Guide 104 Chapter 7 Off premise Message Notification To change the destination from telephone to another destination Med notify ADMIN SELECT Hot if Phone CHHG HET Destination PHOWE EXT PAGER lt x RETRY Ok Accert x
125. ing an outdial method to a skillset mailbox on page 90 Before you use the Reply feature you must play the message To reply to an external caller Norstar Voice Mail 1 PLAY FEC ADMIM REPLY ERASE WEST l new B saved 2 End of message 3 Press JEJ 6J J Follow the voice prompts or the display button options to open the skillset mailbox Press FLAY or 2 After you listen to the message press REPL or P CallPilot dials the external number directly To reply to an external caller CallPilot 1 Press JQ 6 J Follow the voice prompts or the display button options to open the skillset mailbox A mailbox summary is announced While you are in the message list you can play any message Press to play the current message Press P to call the caller CallPilot dials the external number directly N0060615 89 Chapter 7 Off premise Message Notification About Off premise Message Notification Off premise Message Notification notifies you or a designated agent when there are new or urgent messages in a skillset mailbox You can receive Off premise Message Notification at any tone dial telephone number pager or extension Note Set up Off premise Message Notification for non business hours Then gt Off Premise Message Notification does not consume a Reserved or voice channel during busy periods You can receive notification of a message at a maximum of
126. ing for Contact Center Available Must be enabled with keycode Expected Wait Time 20 tables Activity Codes 2 000 entries Reporting for Contact Center must be enabled to configure Activity Codes Multimedia Contact Center Available Must be enabled with keycode What you can administer through a telephone Contact Center properties To enable the Contact Center keycode on page 29 Keycode Primary and Secondary Alert times Primary and Secondary alert times on page 32 Reserved Channels Reserved channels on page 33 CallPilot Contact Center Telephone Administration Guide 14 Chapter 1 Getting started Supervisor Help Caller ID display settings Lines Answer lines status Reset Administrator password Contact Center greetings Contact Center Server Reporting Password Contact Center Reporting Datastream Setting the Supervisor Help request timeout on page 36 Selecting skillsets supervisors can receive help requests from on page 38 Setting Caller ID on page 35 Configuring lines on page 40 Setting the Answer Lines status on page 42 Resetting the Contact Center Administrator password on page 43 Recording a Contact Center greeting on page 46 NOTE You must use CallPilot Manager to add Greeting captions Setting Reporting for Contact Center properties on page 38 Setting Reporting for Contact Center properties on page 38
127. ing the Not Ready Feature Code CallPilot Contact Center Telephone Administration Guide 208 CCR See Custom Call Routing CDN See Control Directory Number Contact Center Contact Center receives holds and routes calls to agents in a contact center contact center A contact center is a department or a business that uses Contact Center to handle numerous incoming calls A contact center typically employs several agents to answer calls Contact Center Administrator The Contact Center Administrator sets up and manages the day to day operation of a contact center The Contact Center Administrator monitors the overall performance of the contact center and balances the staffing according to call traffic demands Call Forward All Calls CFAC This feature forwards all calls from a telephone to another extension number For example all calls from a telephone can be forwarded to the CDN of a skillset Call Forward No Answer CFNA This feature forwards unanswered calls from a telephone to another extension number A call is considered unanswered if no one answers the call before a specified number of rings Call Forward On Busy CFB This feature forwards all calls from a telephone to another extension if any of the lines assigned to the telephone are busy Channel A channel is the voice path that Contact Center uses to play greetings to callers A voice channel is also the voice path used when anyone uses a Feature Code to ac
128. ings and hold times for callers while they wait to be routed to an available agent Skillset Skillsets collect and distribute calls for departments such as sales and technical support If several calls arrive at the same time the calls are held in a skillset where callers hear greetings and are put on hold until an agent is available Skillset mailbox A skillset mailbox stores messages left by callers The calls can be retrieved by designated agents Skillset name The skillset name is a maximum of 16 characters A skillset name is the same as the skillset mailbox name Subscriber A subscriber is a mailbox owner Supervisor A supervisor is an agent with supervisor status A supervisor has additional capabilities such as the ability to monitor calls between agents and callers Supervisor monitor Supervisor monitor is a feature supervisors can use to monitor or participate in calls between agents and callers Voice channel A voice channel is the voice path that Contact Center uses to play greetings to callers CallPilot Contact Center Telephone Administration Guide 212 N0060615 213 Index Numerics 24 Hour Service mode skillset 133 A Active agents 115 Agent active 115 Autobusy mode 189 dynamic priority 12 121 Feature Codes 28 listening to skillset mailbox messages 81 monitor 177 parameters 115 Silent Monitor 177 Button memory button indicators 32 programming a memory button 25
129. internal caller 2250 2 seki cee ee tae cheek ode ede ee ewe 86 Using the Reply feature to reply to an external caller 00 88 Chapter 7 Off premise Message Notification 0 0c eee ee eee eee 89 About Off premise Message Notification 000 e eee ee 89 N0060615 Contents 7 Assigning an outdial method to a skillset mailbox 000000 eee eee 90 Off premise Message Notification parameters 0 0 cece ees 91 Setting up Off premise Message Notification 0 0 0 0 cece ees 92 About setting up Off premise Message Notification to a pager number 97 Changing Off premise Message Notification 00 0c eee ee 102 Deleting a destination NUMDET s162 25 chee Seek sce ae sae eeN eben tear eeeees ade 110 Adding a destination number 2 o562 500 c0e isso es ewe ee eee et eeeieeweecwes 111 Turning Off premise Message Notification on or Off 00 00 cece eee 112 Chapter 8 Seting UP Ages icc er ccc tcc cde ce ended ensde aaa 115 About adding agens 4 2 2aciecekiageisseeicedevieeFi aes oeaetsiers cued 115 AGEM POPES crud ie et eae we ees Sma e A ots cones 115 Addng an AGH cided iceed ceeds ganteaee iani REs i ERA E ERES 116 Changho AN agani oy eve ean cedesoderos coy EREEREER 118 Adamo Wihipls agai scares aQse her ieVaaieeRaGsawds bade dears Pea ee Os 119 Assigning an agent to a skillset 2 c4ccceesoceesceeetouveeeweeoeawei eee 121 Dynamic Agent Priory gt
130. killset mailbox Norstar Voice Mail Psu OTHR RETRY Ok 1 new 1 saved PLAY REC ADMIH Press e 9 6 1 Enter the skillset mailbox password and press OE or or if you are at another extension or if you are using a Guest mailbox press OTHR or to display the Loa prompt When this prompt appears enter the skillset mailbox number and password After you open the skillset mailbox the telephone display shows how many new and saved messages are in the mailbox To open a skillset mailbox CallPilot Moe RETRY DE Psu RETR DE Press Jei Press or if you are at another extension enter the skillset mailbox number and then press OK or Enter the skillset mailbox password and press OK or CallPilot Contact Center Telephone Administration Guide 70 Chapter 6 Setting up skillset mailboxes Opening a skillset mailbox remotely To open a skillset mailbox from an outside telephone e Ifa skillset mailbox is a Mailbox node in a CCR Tree enter the digits and you automatically transfer to the skillset mailbox or e Call an Operator receptionist or subscriber and ask them to transfer you to the skillset mailbox number using e BJ6J e After you reach the skillset mailbox press during the greeting to open the skillset mailbox If you are in Europe or Australia press e Atthe voice prompt enter the skillset mailbox number and password and press Foll
131. killset mailbox password Log QUIT RETRY OK Pew RETR ok Admin MBO AA OTHE Admin GLIST CCR OTHE Admin FAX cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT OK SLaLus KMKMEHM CHHG HET Skill mbox Pswd RESET HEST Password reset 1 9 Press e Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press Ok Press OTHE Press OTHE Press CC Press SKILL Enter the number of the skillset whose mailbox password you want to reset and press OK The display shows whether the skillset is enabled or disabled Press HEXT if the skillset is disabled or press CHHG and then press next if the skillset is enabled Press RESET to reset the password for the skillset mailbox 10 This display appears briefly 11 Press to end the session CallPilot Contact Center Telephone Administration Guide 74 Chapter 6 Setting up skillset mailboxes Recording skillset mailbox greetings After you initialize a skillset mailbox record the greetings for it You can record Primary Alternate and Personalized greetings for each skillset mailbox You record a Primary skillset mailbox greeting for everyday use The Alternate skillset mailbox greeting is
132. l of the agent ne ea Press OK to accept 10 as the agent s priority level in the skillset or press CHHG and enter a priority level from 1 20 10 is the default N0060615 Chapter 8 Setting up agents 125 x added Add Agent IMDT RANGE QUIT 15 This display appears briefly 16 Press to end the session Removing agents from a skillset You can remove an agent from a skillset When you remove an agent they are removed from the skillset but not from Contact Center You can assign the agent to another skillset Loa QUIT RETRY OF Psu RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHE Admin FAX cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT OK SLaLus KMKMEHK CHHG HET Skillset Admin FARM AGENT ROUTE Agent Skillset ADD DEL LIEW Agent ID DIR RETRY Ok 1 9 Press e l Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTHR Press OTHR Press CC Press SKILL Enter the number of the skillset you want to remove an agent from and press OK The display shows whether the skillset is enabled or disabled The skillset must be disabled before you can delete an agent fr
133. l transfers to the skillset mailbox In this example the Contact Center Administrator inserts two rules The Contact Center Administrator e selects the Night service mode for both rules e sets the timer to 2 minutes and 30 seconds as the condition for the first rule e selects the Agents not logged in check box as the condition for the second rule e selects the skillset mailbox as the action for both rules Mode __ Conditions Action Explanation Night 02 30 Skillset Mailbox The call transfers to the skillset mailbox if the call is not answered within 2 minutes and 30 seconds Night No Agents Skillset Mailbox The call transfers to the skillset mailbox if there are no agents logged on to skillset 1 Example 7 In this example calls to the contact center go to skillset 1 which is the company s order desk Skillset 1 agents are the company s experienced sales agents If no agents are logged on to skillset 1 and if the call is not answered by an agent within two and a half minutes the call overflows to skillset 2 Skillset 2 agents are the company s less experienced sales agents The Contact Center Administrator e selects the Day service mode e sets the timer to 2 minutes and 30 seconds e selects the Agents not logged in check box e selects Overflow as the action e selects skillset 2 Mode Conditions Action Explanation Day 02 30 and No Agents Overflow 2 The call overflows to skill
134. lbox Operator Settings J ejeje e set or change the operator extension e indicate whether the operator is available e select the day and night service modes for skillsets e change the password for Operator Settings For more information on using the Operator Feature Code refer to Setting the Service Modes for skillsets on page 175 and Resetting the Operator password on page 193 Voicemail DN Ce ejeje e display the skillset mailbox number Control DN for each skillset e display the extension for Message Waiting Indication for the skillset mailbox e reset the passwords of the Contact Center Administrator and the operator For information on the Control DN refer to Determining a skillset mailbox number on page 66 For information on resetting the Operator and Contact Center Administrator passwords refer to Resetting the Contact Center Administrator password on page 43 and Resetting the Operator password on page 193 Display Waiting Calls Skillset Status e view real time status information about skillsets You can see how busy your contact center is so that you can adjust skillset staffing 9 0 e view whether a skillset is enabled or disabled e view the number of agents logged on to the skillset e view the number of calls waiting e view the longest wait time of a call To provide easy one button access to the this feature program a memory button
135. le Contact Center using F9 8 If you do not have Contact Center as your primary application you must enable the Contact Center keycode You enable the Contact Center keycode using Feature 9 8 or through Element Manager Refer to the Keycode Installation Guide for more information on obtaining a keycode and enabling a keycode through Element Manager To enable the Contact Center keycode 1 Press JQ 6 User ID _ 2 Login by following the voice prompts or the display button RETRY 9K options Password _ 3 Enter your password and press OK RETRY OK The Features Codes are displayed Features Codes 4 Press OK to continue NEX 9K The system ID SID is displayed SID 5 Press HEXT NEXT BACK A Sequence ID D 6 Enter your sequence ID and press HET NEXT CHNGE BACK Features List 7 Press SHOW to scroll through the Features List and select NEXT SHOW BACK J the feature you want VM Seat 8 In this example the feature is VM Seats Press CHHGE to NEXT CHNGE BACK enter the feature data value The current feature data value is displayed CallPilot Contact Center Telephone Administration Guide 30 Chapter 3 Contact Center general properties Data _ CHNGE BACK J Data 2 CANCL RETRY OKJ Data 2 CHNGE BAC
136. ll Busy assigns an agent s telephone to respond as it does with the Not Ready feature enabled Logout automatically logs an agent out of their skillset if they do not answer a call The default is Busy which returns the call to the skillset Activity Code entry types are Prompted and Optional Optional is the default If you select Optional an Activity Code session is not automatically displayed on the agent s telephone but they can press F907 and enter Activity Codes If you select Prompted the agent is prompted to enter Activity Codes on their telephone If you do not have Reporting for Contact Center enabled on your system this setting does not appear In addition to these agent properties you can assign agents Dynamic Priority when you assign them to a skillset Refer to Dynamic Agent Priority on page 121 Adding an agent Log QUIT RETRY OK Pew RETR OK Admin MBOX AA OTHR Admin GLIST CCR OTHE Admin FAX cc CC Admin AGENT SKILL OTHE Agent Admin ABD DEL CHNG Agent IDI x FAHGE CHHG Ok Press e l Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTHR Press OTHE Press CC Press AGEHT Press ABD The first available ag
137. llset has an attendant extension assigned Press CHHG to change the attendant extension or press HEXT and go to step 27 Enter the attendant extension N0060615 Chapter 5 Setting up skillsets 61 Atdt xx CHHG HEST Promet langi xxx CHHG HET AC Entra OPT OPT PRMFT HEST EWT sample 16 CHHG HET EWT allow incre CHHG HET EWT ICD hhimmiss CHHG HET Mol 24 hour CHHG HET Day starti hhmm RETR OK Day hhmm xxx RETR AM PH 27 28 29 30 31 32 33 34 35 Press HET Press CHHG to change the prompt language or press HEST Press MET if your Contact Center does not use Activity Codes or if you do not want to change the Activity Code entry type and go to step 28 or if your Contact Center uses Activity Codes select the Activity Code entry type OFT for Optional PEMPT for Prompted and press HEST This prompt appears only if you have Reporting for Contact Center enabled on your system NOTE Although you can set this Activity Code parameter by telephone you must use CallPilot Manager to create Activity Codes For more information refer to the Contact Center Set Up and Operation Guide or CallPilot Manager online help If you use Expected Wait Time enter how many calls you want to use to calculate EWT The range is 2 256 calls The default is 10 If you do not use Expected Wait Time go so step 31 I
138. ls you want to use to calculate ETW The range is 2 to 256 calls The default is 10 If you do not use Expected Wait Time go so step 30 If you use Expected Wait Time select whether you want EWT to be recalculated if it increases and the appropriate EWT greeting to be played The default is Y If you use Expected Wait Time enter the Initial Call Duration This can be a value between 00 01 00 and 24 00 00 and is used to compute expected wait time until sufficient statistics are obtained The default of 3 minutes is shown Press CHHG if you want to change the default or press HEXT to accept the default time and go to step 30 Press CHHG to change the service mode for Monday or press HEST Enter the Day Routing Table start time and press OK This is a four digit field Add a zero to any single digit hour or minute Press AM or PM CallPilot Contact Center Telephone Administration Guide 56 Chapter 5 Setting up skillsets Hight startihhmm 34 Enter the Night Routing Table start time and press DK RETRY u This is a four digit field Add a zero to any single digit hour or minute Hight hhmm sooo 35 Press AM or PI RETRY AM FM m Mol MMMMECEMMEP 36 The start times for the Day and Night Routing Tables for Monday CHHG Z24HF HEAT are shown Press HET Tu 24 hour 37 Repeat steps 28 through 33 to set up the Day and Night Routing CHHG HEST Tables for the rest of the week 38 Press
139. mailbox s Control DN If you know the skillset mailbox number you can initialize the mailbox Refer to Initializing a skillset mailbox on page 68 To determine a skillset s mailbox number and Message Waiting Indication telephone Set xxx HEST COH 1i xx GOTO SKILL HEST Ext 1i xx GOTO SKILL WEST Press je 6 Press HEST The skillset mailbox number for skillset 1 is displayed If Hone appears the skillset is not configured Press HEST to continue The Message Waiting Indication MWI extension is displayed If there are messages in the skillset 1 mailbox MWI appears at this extension You assign the MWI extension when you set up the skillset If Unawail appears you have not set up an MWI extension Press HET to view the skillset mailbox number and MWI extension for the next skillset or press GOTO to view another skillset and enter the skillset number 6 Press to end the session While you use Q you can press press press press 5 a 9 No press for GOTO to enter the number of the skillset you want to monitor for SKILL to monitor the next enabled skillset or 6 for NEXT for PREV to go to previous menu to go to the next menu press to cancel the session N0060615 Chapter 6 Setting up skillset mailboxes 67 Checking which telephone mailbox interface you use CallPilot supports two interfaces Norstar Voice Mail and CallPilot The Contact Center Admi
140. ming Record Feature Codes Feature code name Dialpad buttons Custom Feature Code Display Waiting Calls Ceje ojg TO 6 Open Mailbox ejem QO Log on Log off Ceje fo 4 LJe Supervise agents CeJe oOJB e Bb _ Not Ready e e o 6 Le e Return to skillset on No Answer 9 CDO Voicemail DN Cej e e 6 eJ Ch ce Operator status Cej e e e LJe ea General Contact Center parameters Number of Reserved channels Primary alert time limit in mm ss Secondary alert time limit in mm ss CLID Parameter No CLID Number Only Name amp Number Supervisor Help request timeout value Skillsets supervisors can receive help requests from Lines answered by Contact Center N0060615 Chapter 14 Contact Center Programming Record 199 Operator Business Status Password OPERATOR 67372867 Receptionist or Operator available Y N Business open Y N Answer trunks Receptionist or Operator extension Contact Center Skillset Number __ Service Manual Day Night Skillset Number __ Auto Manual Day Night These settings are usually changed by the receptionist or Operator on a daily basis CallPilot Contact Center Telephone Administration Guide 200 Chapter 14 Contact Center Programming Record Contact Center skillsets De
141. n 133 Routing table administration 0 0 c cee eee 147 To set up DID routing for Business Communications Managet c cccceseeeeeees 147 Toadda Greno Slop cia tices taca ss sets ceczacennc aa viesaccaas Ea 152 To set up the Day Routing Table example wcccisscercsctassveecsseasatsecicissveretscnsiiecctannssteestaeers 164 To set up the Night Routing Table example wise cccccccesscsussaceceesssanassennencarseansenaresanaanaee 168 Te sel the Servite Mode tor a Siillemt isco ise sevice iar eit aac aed Hessen anaes 176 Monitoring Callactvny ccc siacascescsteees scenes ececscuneeae 177 To set up Silent Monitor on Business Communications Managet ccceeeeeees 178 TO MONIO SSR S sos ciscszesissinatean vesting tnenentiadieniteasiag anteater ERS 180 To monitor calls using a one or two line telephone cceceeesecceeeeeeeeeeeeseeeeneeeeeees 181 TO PIO eroian asain ee ee es 183 Tochange VOU PSS SGI osise 183 Tips for operating Contact Center 00 eee eee eee eee 189 Troubleshooting Contact Center 00 e eee eee eee eee 193 To reset thie Operator PASS WONG ys ossecticcccsscctcassecsdiac eens rannan 193 Contact Center Programming Record 000s cece eee eens 197 N0060615 Contents Chapter 1 Getting Stared ccccccsccetetes dered cdeveceren tees SENE na 11 ADONE GUMS 5 deA6 sa dG dh oh dds SS5 Gad BEG AO E4S Se SRRARE REO ERAS PRS 11 Abou Contact Center asctcoctateugiiees dome Re
142. n be forwarded to the Voicemail extension of the skillset by Call Forward All Calls CFAC Call Forward No Answer CFNA or Call Forward On Busy CFB For information about these features refer to the BCM 4 0 Device Configuration Guide Note Agents are restricted in how they can use CFAC CFNA and CFB For more information refer to Important considerations about how agents use features on page 194 Note Contact Center does not support CFAC to an external number If the agent configures CFAC to an external number the calls are dropped CallPilot Contact Center Telephone Administration Guide 50 Chapter 5 Setting up skillsets Skillset properties Skillset number Number of the skillset 1to 50 Control DN The Control Directory Number is the extension associated with the skillset Incoming calls transfer to the CDN of each skillset from extensions the Automated Attendant or Custom Call Routing The CDN is the skillset mailbox number Do not plug telsets into the extension associated with the CDN When you assign a CDN to a skillset e Ifa telephone or any other device uses the same extension the contact center will not answer calls e The system assigns a skillset mailbox that uses the CDN as its mailbox number You must initialize the mailbox before you can use the skillset or the mailbox e Do not rename a telephone DN to a telephone DN used by Contact Center e Itis possible for i2004
143. nde aeeu degassed 194 POSH on problems 24440654 1605654459 Rew iK re baiser iieri tasiri 194 Important considerations about how agents use features 194 Skillset PIODIOING ocr iroaritarierorn dtr r Akina AEE e EAEE oS RETO RRR 196 Problems changing skillset properties ccc eee eee eee eee 196 Chapter 14 Contact Center Programming Record 0002 ee cece eens 197 Feature COES occ cc cts Reed HOARE EEO HSH REE ERa ES ORES ESE 198 General Contact Center parameters 00 000 cece eee 198 Operator Business STUS caus dee eace ee Deka bee pe REAA AREE SEERA DERE BES 199 Contaci Centersnisets 245 issii hirs danse cobs Cb es Se ee dee eee ORA Sees 200 Contact Center agents ous Cea Kee Dee ee OR ee Pe Ome 202 SKIISE RESIGNS 5 0 56a0 ciate eee FeSO ieee eee dL GREET d EER EEO oes 203 SRISCUIMAMIDOKES 6 4 ia osha n eds eRSericensi dese ned ese aheseceeageews 204 POM THUGS Garsi drin ttreda een ane sone gedit hen ees ote ees 205 Ling answering 2cckrceeenavoeeueene deetchnebinbeeadeed Goede dee Rie es 206 GIGSEANY 6 cc icetcsibic deceit ceinescniedpeditbes teciceehecwiceic 207 WAGON sia cd die cea ne od awd eeN Ned teen ar se iew Raed sed iene 213 CallPilot Contact Center Telephone Administration Guide 10 Contents N0060615 11 Chapter 1 Getting started About this guide The CallPilot Contact Center Telephone Administration Guide describes how to set up and configure C
144. nears 59 Unconigurnng a Skillset s cuee eee Aedes SA een cane EER E E A a 63 Chapter 6 Setting up skillset mailboxes 00 cece eee 65 About skillset mailboxes acess sss5oeer4sddeyGosorehaasr es ea dee eeeseoeen ie 65 Determining a skillset mailbox number 2 00 0c eee eee 66 Checking which telephone mailbox interface you USE 2 eee 67 ini alizing a skillset mailbox 15 6664s 4seeud dh ee bene seh oi deed Hhsee bees reas 68 Opening a skillset MANION zes ck sake eee de RR ERR ERROR RU RRM ROR 69 Opening a skillset mailbox remotely 000 c cee eee ee 70 Skillset mailbox Password wc csi Dew Sed na i me Re ees 71 Changing a skillset mailbox password 0 00 cece eee nee eee eens 71 Resetting a skillset mailbox password 0 00 e eee eee 72 Recording skillset mailbox greetings 0 ccc eee eee 74 Examples of Primary and Alternate greetings 20 0c eee ee eee 74 Choosing a Primary or Alternate skillset mailbox greeting 04 76 Recording a Personalized skillset mailbox greeting 0 cece 78 Deleting a Personalized mailbox greeting 0 0 0 eee ee 80 Checking skillset mailboxes for messages ccc eee eee eee 81 Playing skillset mailbox messages 000 cece 82 Retrieving erased Messages cei nsec cadet ew esac e been eee eed eeewesaeeenes 85 Roping Wa MessagoS s ck hed ee Seek Eh chet ee geke pede dea nee 86 Replying to an
145. nels A reserved channel is used when e a Contact Center greeting plays to a caller e Off premise Message Notification notifies you that there is a message in a skillset mailbox CallPilot Contact Center Telephone Administration Guide 34 Chapter 3 Contact Center general properties To set Contact Center general properties Log QUIT RETRY OK Pew RETR OK Admin MBO AA OTHR Admin GLIST CCR OTHR Admin FAX cc CC Admin AGENT SKILL OTHR CC Admin GRETG PARM Reserve chans 1 CHHG HET Pri alert xxinx CHHG HET Pri alert mms RETR Pri alert xxinx CHHG HEST Sec alert xxinx CHHG HEST Sec alert mmssi RETR 1 10 11 12 13 Press e i Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTHR Press OTHF Press CL Press OTHR Press PARM Press CHHG if you want to change the number of reserved channels 0 8 and press HEST or press HEST Press CHHG to set a Primary Alert time or press HEST and go to step 11 Enter the Primary Alert time This is a four digit field Add a zero to any single digit hour or minute The display shows the Primary Aler
146. ness Communications Manager CCR Custom Call Routing CDN Control Directory Number CFAC Call Forward All Calls CFB Call Forward on Busy CFNA Call Forward No Answer CLID Calling Line Identification CO Central Office COS Class of Service CallPilot Contact Center Telephone Administration Guide 16 Chapter 1 Getting started Table 1 Acronym Description DID Direct Inward Dialing DN Directory Number DND Do Not Disturb DTMF Dual Tone Multi Frequency EWT Expected Wait Time MWI Message Waiting Indication NVM Norstar Voice Mail Symbols and text conventions These symbols are used to highlight critical information for the BCM system e Caution Alerts you to conditions where you can damage the equipment Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to conditions where you can cause the system to fail or work l f 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 or where the administrator needs to make a decision about the level of security required for the system N0060615 Chapter 1 Getting started 17 Warning Alerts you to ground yourself with an antistatic grounding ey strap before performing the maintenan
147. nistrator determines which interface is assigned to the mailbox For how to change your mailbox interface refer to e the CallPilot Manager Set Up and Operation Guide for how to change your interface using CallPilot Manager e the CallPilot Telephone Administration Guide for how to change your interface using a telephone Follow the procedures that apply to the interface you use Some procedures apply to both interfaces 1 2 Brew B saved PLAY FEC ADMIH Ho messages COMP MEO EXIT 3 Press RJB Follow the voice prompts or the display button options to open your mailbox Check the display to see which interface you use This is the Norstar Voice Mail interface This is the CallPilot interface Press to end the session CallPilot Contact Center Telephone Administration Guide 68 Chapter 6 Setting up skillset mailboxes Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it and before you can enable its skillset Choose a password for the skillset mailbox that is between four to eight digits long and does not start with zero Give the skillset mailbox passwords to the agents who are responsible for retrieving messages Initializing a skillset mailbox involves e choosing a password from four to eight digits long that does not start with zero e changing the skillset mailbox default password to the new p
148. nt can have a priority from 1 to 20 1 is the highest priority You can assign this priority to your most experienced agents Primary alert time The Primary alert time is the first time limit that you assign for calls waiting in skillsets If a call exceeds the Primary alert time limit you are given a visual warning on programmed memory button indicators The other alert time is Secondary alert time N0060615 211 Make Not Ready Return to Skillset Make Not Ready Return to Skillset is a property that controls how a call is treated if an agent does not answer the call Make Not Ready assigns an agent s telephone to respond as it does with the Not Ready feature enabled Automatic Logout automatically logs an agent out of their skillset if they do not answer a call Real time Real time is a term for when there is very little response time between when an event occurs and when the information about the event is displayed You can monitor the real time or current situation of agents and call activity by using the Display Waiting Calls Feature Code Reserved channel Reserved channels are voice channels reserved exclusively for Contact Center Reserved channels are used to play greetings to callers waiting in a skillset These channels ensure that CallPilot does not use all the voice channels See also voice channel Routing Table Routing Tables handle incoming calls for each skillset A Routing Table determines the order of greet
149. ntact Center Telephone Administration Guide 38 Chapter 3 Contact Center general properties Selecting skillsets supervisors can receive help requests from The Supervisor Help From setting lets you determine where escalated requests go e All skillsets sends an unanswered help request system wide to all Contact Center supervisors Agent s skillsets only sends an unanswered help request to only the supervisors logged in to skillsets that the agent is assigned to From the Supervisor Help From options select all skillsets or agent s skillsets only Loa 1 Press C2 JQ 8 8 BAN Selina Enter the telset User ID that has voicemail administration rights and press OE For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Pwd 2 Enter the user password and press OK RETRY E Admin 3 Press OTHR MBO AA OTHF Admin 4 Press OTHR GLIST CCR OTHR Admin 5 Press EC FAH CE CC Admin 6 Press OTHR AGEHT SKILL OTHR CC Admin 7 Press PARM GRTG PARM Sur Hele 8 Press HET until this display appears ue nest Press MET to accept the default value of All Skillsets or press EHHG to choose Agent s skillsets only 9 Press to end the session Setting Reporting for Contact Center properties The Reporting for Contact Center properties let you control who can access Reporting for Conta
150. nter and then purchase the number of agents skillsets reporting and Multimedia as required Intelligent Contact Center will have the same maximum capacities as Professional Call Center for example 80 active agents and 50 skillsets Table 1 shows the capacities available for the BCM 4 0 system CallPilot Contact Center Telephone Administration Guide 12 Chapter 1 Getting started Table 1 Intelligent Contact Center Capacities Features Intelligent Contact Center for Business Communications Manager Skillsets Default 1 maximum 50 Configured agents available agent IDs 250 Active agents includes supervisors Active agents are agents who are logged in to one skillset or a combination of skillsets Default 2 maximum 80 Dynamic agent priority levels 20 Dynamic call priority levels 20 Active calls in all skillsets 100 Maximum active calls per skillset 100 Maximum lines configured for Contact 100 Center 24 max can be VoIP trunks Voice ports shared with CallPilot or dedicated 32 Routing tables per skillset 2 Greetings 150 Maximum time per greeting 1000 mins Maximum time for all greetings gt 370 hours Gigabyte Steps per routing table 20 Overflow rules per skillset 20 Skillset mailboxes Default 0 maximum 50 Supervisor functionality including call monitoring Silent monitor Supervisor Help Available with Silent Monitor
151. nter 13 Reserved channels 33 191 Resetting Contact Center administrator password 43 skillset mailbox password 72 Restrictions for using Call Forward No Answer 195 Restrictions for using Call Forward on Busy 195 Retrieving deleted messages 83 Retrieving messages from skillset mailbox 81 Rewinding messages 82 84 Routing DID 147 Routing Table examples of 164 Fax Detection 148 Greeting parameters 150 Greeting step 149 hours 147 maximum number of steps 12 147 parameters of Greeting step 150 Service Modes 175 tips 190 Routing Table steps Disconnect 149 Distribute for 149 Greeting 149 Transfer 149 Routing Table about 147 S Saving messages 83 Secondary alert time 32 Service Mode skillset 133 Service Modes Routing Table 175 Setting up Off premise Message Notification to a pager number 97 to a telephone number 93 to an extension number 95 skillset parameters 53 Silent Monitor 177 Skillset 24 Hour Service mode 133 Day mode 133 default mode 133 disabling 58 how lines are answered 49 maximum greeting length 191 name 211 night mode 133 problems changing general parameters 196 properties 50 Service Mode 133 start and end times 13 Skillset mailbox about 65 changing password 71 checking for messages 81 Class of Service 65 determining MWI extension 26 determining number 26 greeting example 74 78 initializing 68 leaving a message in 190 192 listening to messages 81 Message Waiting Indication ex
152. om it For how to disable a skillset refer to Disabling a skillset on page 58 Press MEST to continue Press AGEHT 10 Press DEL 11 Enter the ID number of the agent you want to remove and press OK CallPilot Contact Center Telephone Administration Guide 126 Chapter 8 Setting up agents HERE 12 The display shows the agent s name DEL GUT Press DEL Agent deleted 13 This display appears briefly 14 Press to end the session Viewing agents in a skillset You can review the agents in a skillset Loa 1 Press l J 9 8 B RETT Revere LOR Enter the telset User ID that has voicemail administration rights and press E For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Paud 2 Enter the user password and press OK RETRY Ok Admir 3 Press OTHR MEI AA OTHR Admin 4 Press OTHR GLIST CCR OTHR s Admin 5 Press CC FAK cc CC Admin 6 Press SKILL AGENT SKILL OTHE Skillset 7 Enter the number of the skillset you want to view and press OK RETRY QUIT Ok status KKKMMMX 8 The display shows whether the skillset is enabled or disabled CHNG HEAT Press HEXT to continue Skillset Admin 9 Press AGENT PARM AGENT ROUTE Agent Skillset 10 Press VIEU ACE DEL WIE N0060615 Chapter 8 Setting up agents 127 xI KXXX 11 The dis
153. on Guide 184 Chapter 11 Monitoring call activity Supervisor Help With Supervisor Help an agent on a call can request help from a supervisor by pressing a programmed feature button The agent can send an urgent request for help without interrupting the call and without the caller being aware of the agent s help request Supervisor Help is for situations where an agent is on a call and urgently requires the help of a supervisor without alerting the caller that a supervisor is being called in It is not intended for routine consultations or when the agent is not on a Contact Center call A supervisor who receives a help request can accept deny or ignore it A request that is denied or ignored is escalated and a larger group of supervisors is notified of the request A supervisor can choose to escalate a request so that it is broadcast to other supervisors who may be better able to handle the request If a supervisor receives a request while they are not at their set their Q 0 6 indicator flashes slowly to inform them of the missed request If a help request is escalated to a supervisor their Ce J P J 0 6 indicator flashes quickly to inform them of the request If the call for an escalated help request is still active the supervisor can accept the request by pressing the Ce E J 0 6 J feature key They do not have to be monitoring agents at the time but can be answering Contact Center calls
154. on options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press AD IH or to change Off premise Message Notification The displays show a review of the first destination type and destination number Press CHHG or to change the destination type and the destination number lt x gt represents the type of destination phone or extension Press PAGER or to choose a pager number destination Enter the pager number and press OK or to continue Press OK or to accept the destination pager number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or f N0060615 Chapter 7 Off premise Message Notification 109 Shows CHHG HEST Hot ifi pager CHHG HET More dest VES HO Med tyre new CHHG OK Med notify ADMIN SELECT 10 11 12 Press HEXT or to accept the default pager message represented by lt xxxx gt The default pager message sent by CallPilot is the CallPilot extension This is the sequence of digits that is sent after the pager service is d
155. on the display first If skillset 1 is not enabled press HE T to go to skillset 2 To monitor the next skillset press SKILL at any time To monitor another skillset press GOTO and enter the skillset number 1 7 agents 3 The display shows the number of agents logged on to skillset 1 GOTO SKILL HEAT Press HEYT N0060615 Chapter 11 Monitoring call activity 181 1 2 calls 4 The display shows the calls that are currently waiting to be a a ee answered by agents in skillset 1 Press HEMT 1i wait 4 06 5 The display shows that the call waiting the longest in skillset 1 eee Ee Est has been waiting for four minutes 6 Press to end the session or press GOTO to monitor another skillset and enter the skillset number or press HET to monitor skillset 2 To monitor calls using a one or two line telephone You can monitor calls using a one line telephone While you are using Ce J Q 0 9 on a one line or a two line telephone you can press press press press press AAAS for GOTO to enter the number of the skillset you want to monitor for NEXT or 6 for SKILL to monitor the next enabled skillset for PREV to go to previous menu to go to the next menu press to cancel the session Using a memory button to monitor calls waiting in skillsets Program a memory button with LJ OJEJ to view the status of all skillsets including the skillsets that you
156. on who receives an Off premise Message Notification call can cancel Off premise Message Notification to their destination number This is useful if a destination is incorrectly programmed and a wrong party receives the calls The recipient of an Off premise Message Notification call hears the following voice prompt Message for name of mailbox owner To log on press fi If you have received this call by mistake please press 2 CallPilot Contact Center Telephone Administration Guide 90 Chapter 7 Off premise Message Notification After you set the Off premise Message Notification parameters Off premise Message Notification is enabled automatically Assigning an outdial method to a skillset mailbox The outdial method determines which line line pool or route code the system uses for Off premise Message Notification The default for outdial method is None You must assign an outdial method before you can use an external telephone or a pager as an Off premise Message Notification destination For more information on line pools and route codes refer to your system documentation Warning Do not change the extension number assigned to the skillset mailbox If this A extension number is changed callers in the skillset cannot access the skillset mailbox and you cannot change the Skillset general parameters To correct a wrong extension number change the extension number to the Control DN of the skillset N0060615 C
157. ontact Center on a Business Communications Manager using telset based administration About Contact Center Contact Center is an application that handles incoming calls as efficiently and economically as possible Contact Center answers calls then routes the calls to agents in a skillset that most closely matches the needs of the caller Contact Center routes calls based on the origin of the call the destination of the call or the information entered by the caller Callers can be given high or low priorities Callers can overflow to different groups or skillsets of agents transfer out of the system leave a message and hear announcements and informative messages You can program Contact Center using any two line display telephone on your telephone system You can also use the web based CallPilot Manager to set up and operate Contact Center For information about Contact Center features refer to the Contact Center Set Up and Operation Guide Contact Center Update Business Communications Manager 4 0 introduces Intelligent Contact Center which is the evolution of the existing Call Center capability on BCM Intelligent Contact Center has the same functionality as Nortel s current Professional Call Center with no reporting agents or skillsets This allows you to choose the specific number of agents and skillsets that your business requires Basic and Professional Call Center are not available on BCM 4 0 You purchase Intelligent Contact Ce
158. operties ccccccceceeeeeeeeeeeeeeeeeeeeeaeeeesaeeeteaeeeseaeeetaas 34 Tose Caler Ircinia rere rere errr ree ere rere Tre 36 To set the Supervisor Help request timeout cccccccccceessseeeesesnseeeeeeesneeeeesenteeeeeseees 37 To set the Reporting for Contact Center properties sssseessseeseeserserrrerrnsernnsrnserns 39 To configure lines for Contact Center ccccscccccssssseeeeeeseneeeeeseneeeeesssneeeeesssntseeeeeees 41 TO Seli the Arwen Lines STATIS scssc ce sctctredsccectsasncced saves i aaan a ninia AE 42 Contact Center greetingS 0 cece eee e eee eens 45 To record a Contact Center greeting wcscces siassssssecseccecasinncisesesannnertetecesemivantiauraeeisinaes 46 Setting Up SKMNISEIS isiissitisriadiipsn dan aniran n ainena 49 Toso una e S a aE a r reme rerere rer er etree ttre 53 Tonea S Eo aa 57 WINS aa E a 58 Tochange a SKE eons EAE 59 To oniigure a skillset you MUS os casas piacsiacsbencanaehstpsanndues beodaiedsapiaudiausomnesmeehl auasadarenes 63 Setting up skillset mailboxes 0 0c eee eee 65 To determine a skillset s mailbox number and Message Waiting Indication telephone 66 To Maliza ar SKINS RT WA IDOX cii 68 To open a skillset mailbox Norstar Voice Mail cccceeeeeeeeeeeeeeeeenaeeeeeeeeeeeeees 69 To open a skillset mailbox CAMP UG se ssscccsscassvacensiessoncanntensvaaasaues benatiaanarvearcenesdenadiarnnnnee 69 To open a skillset mailbox from an outside
159. or selection to be either system wide or skillset based System wide selection looks for all the available supervisors Skillset based selection looks for only the supervisors who are assigned to the skillsets the agent is logged on to CallPilot Contact Center Telephone Administration Guide 186 Chapter 11 Monitoring call activity Configuring Supervisor Help To set up Supervisor Help you must configure the general Contact Center properties for request timeout and supervisor selection method For information about Refer to Supervisor Help settings Setting the Supervisor Help request timeout on page 36 Selecting skillsets supervisors can receive help requests from on page 38 How to handle Supervisor help requests Supervisors can program the Supervise feature F906 onto a memory button of their telephone Hele xx IMFO VES HO Hele xx IMFO CAHCL JOIH 1 Launch Supervisor Help by pressing 2 0 6 or the F906 memory button on your telephone The display shows the ID of the agent who is requesting help Press ES to accept the agent request for help or press HO to escalate the request or press IMFO to view the agent name time and date of the request caller ID and caller name of the agent s call The display shows the ID of the agent you are helping While you monitor the agent you can press the INFO key to view the time and date of the request caller ID an
160. otification menu e Goto step 3 Press SELECT or to set up Off premise Message Notification Press CHHG or to turn Off premise Message Notification off if it is on as shown Press OK or or press TIME to review the start and stop time parameters Press to end the session CallPilot Contact Center Telephone Administration Guide 114 Chapter 7 Off premise Message Notification N0060615 115 Chapter 8 Setting up agents Agents handle the calls in your contact center Supervisors are agents with additional capabilities Supervisors can monitor calls between agents and callers You can record your agent programming in the table Contact Center agents on page 202 About adding agents The maximum number of configured agents you can have is 250 The maximum number of active agents is 80 Active agents are agents who are logged in to one skillset or a combination of skillsets For example If Agent 1 is logged in to skillset 1 then it is one active agent If Agent 1 is logged in to skillset land skillset 2 then there is one active agent If Agent 1 and Agent 2 are logged in to skillset 1 then there are 2 active agents If Agent 1 Agent 2 and Agent 3 are logged in to skillset 1 then there are three active agents For more information about Contact Center agents refer to the Contact Center Agent Guide Agent properties Agent ID Each agent is assigned a unique ID number Contact Center assigns the l
161. ow the voice prompts To open a skillset mailbox directly from an outside telephone Follow either procedure to open a skillset mailbox remotely 1 Call a telephone line that is answered by the Automated Attendant 2 Press during the Automated Attendant Menu prompt If you are in Europe or Australia press Enter the skillset mailbox number and password and then press f Follow the voice prompts or 1 Call your extension number 2 Press during your personal greeting If you are in Europe or Australia press 3 Enter the skillset mailbox number and password and then press Follow the voice prompts N0060615 Chapter 6 Setting up skillset mailboxes 71 Skillset mailbox password To decrease the chances of unauthorized access to a skillset mailbox change its password regularly Nortel suggests every 30 days Keep a written copy of the skillset mailbox passwords in Skillset mailboxes on page 204 Give the skillset mailbox passwords only to the agents who retrieve messages at your contact center For security reasons choose an uncommon password not a predictable password like 1234 or 1111 If someone knows a skillset mailbox password they can access the skillset mailbox and play or delete messages They can also access CallPilot and use it fraudulently or disrupt service Changing a skillset mailbox password You can change a skillset mailbox password at any time A password must be from four to eight
162. owest available ID number but you can assign a different number when you add the agent Statistics are collected and reported for each ID number For more information on statistics refer to the Reporting for Contact Center Set Up and Operation Guide Name The agent name can be a maximum of 13 characters If you do not enter a name a default agent name appears as the word Agent and the ID number for example Agent12 Supervisor Super indicates that an agent has supervisor status A supervisor is an agent with supervisor status A supervisor has additional capabilities such as the ability to monitor calls between agents and callers Supervisors can monitor incoming calls only Supervisors cannot monitor outgoing calls Automatic answer Automatic Answer is optional Select Automatic Answer if you want to force deliver calls to an agent If Automatic Answer is enabled the agent hears a tone that indicates that a call is delivered The agent is automatically in the handsfree mode It is important that agents use the Not Ready feature when they are not available to receive calls If Automatic Answer is not enabled calls ring at the agent s telephone and the agent must answer calls manually CallPilot Contact Center Telephone Administration Guide 116 Chapter 8 Setting up agents Missed Call Option Activity Codes The Missed Call Option controls how a call is treated if an agent does not answer the ca
163. play shows the agent with the lowest ID number in the HEST PREW LIEW skillset Press HET to see the next agent or FRE to see the previous agent 12 Press to end the session CallPilot Contact Center Telephone Administration Guide 128 Chapter 8 Setting up agents Log QUIT FETRY OF Pew RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHR Admin FAX cc CC Admin AGENT SKILL OTH Agent Admin ADD DEL CHHG Agent IDI xx DIF RETRY OK HHHH OUT QUIT Logging an agent off 1 Press e Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press OK Press OTHE Press OTHE Press CC Press AGEHT Press 8 This option does not appear as a display button option Enter the agent s ID number and press OK The agent s name is displayed Press OUT You will see Logged out if the agent is logged in or Hot logged ir if the agent is logged out 10 Press to end the session N0060615 Chapter 8 Setting up agents 129 Deleting an agent Log QUIT FETRY OF Pew RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHE Admin FAX cc CC Admin AGENT SKILL
164. properties You must use this procedure if the system times out while you are adding an agent The properties you can change for an agent are e password e supervisor status e auto answer options e missed call options e Activity Codes Loa 1 Press Ce J9 8 6 meat Reon e Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Pswd 2 Enter the user password and press OK RETRY Ok Admin 3 Press OTHR MBO AA OTHR Admin 4 Press OTHR GLIST CCR OTHR Admin 5 Press Cl FAH CC CC Admin 6 Press AGEHT AGEHT SKILL OTHR Agent Admin 7 Press CHHG ADD DEL CHHG Agent ID 8 Enter the ID number of the agent you want to change and press OK DIR RETRY Of If you do not know the agent s ID number press DIR to search the directory Login Pswd 9 Press RESET if you want to reset the agent s password RESET HEST or press HEST KEEK 10 Press CHHG if you want to change the agent s name CHHG HET or press HEXT and go to step 11 Agent namel 11 Enter the new agent s name and press QE RETR BESP OF N0060615 Chapter 8 Setting up agents 119 SUPErVIsSOr X CHHG HEST Auto answer H CHHG HEST Miss call BUSY LOGOUT BUS OK AC entrees
165. r of the skillset you want to add an agent to and press OF CallPilot Contact Center Telephone Administration Guide 122 Chapter 8 Setting up agents Status HkMKEHE 8 The display shows whether the skillset is enabled or disabled CHHG HET You must disable the skillset before you make changes to it For how to disable a skillset refer to Disabling a skillset on page 58 Press HEXT to continue Skillset Admin 9 Press AGEHT PARM AGENT ROUTE Agent Skillset 10 Press ALD ACD DEL LIEW Add Agent 11 Press IHDIN IHDIU RFAHGE QUIT Agent ID 12 Enter the ID number of the agent you want to assign and press OK DIF RETRY Ok t press DIR to search the directory HHHH 13 The display shows the agent s name MEXT Press HET Priority 10 14 This display shows the dynamic priority level of the agent CHHG OF Press OK to accept 10 as the agent s priority level in the skillset or press CHHG and enter a priority level from 1to 20 10 is the default Agent added 15 This display appears briefly Add Agent 16 Press to end the session IHCIU RAMGE QUIT or press INDI to add another agent and follow steps 10 through 13 N0060615 Chapter 8 Setting up agents 123 Assigning several agents to a skillset You can save time by adding several agents to a skillset at once Agents that are already assigned to the skillset are not added a
166. r the number of the skillset you want to change and press OK RETR QUIT Ok status HREKEEM 8 The display shows whether the skillset is enabled or disabled CHHG DESL You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue Skill mbox Pswd 9 Press HEYT to continue RESET HEAT Skillset Admin 10 Press OTHF FARM AGENT OTHR Skillset Admin 11 Press OUFLW ROUTE OWFLW UHCF Overflow rules 12 Press GEL AGL CHHG DEL Humber to erase 13 Press SIHGLE to erase one rule and go to step 15 SIMGLE ALL or press ALL to erase all the overflow rules for the skillset and go to the next step Erase all rules 14 Press YES to erase all the overflow rules for the skillset and go to YES NO step 17 Erase rule 15 Enter the number of the rule you want to delete and press OK RETR OF N0060615 Chapter 9 Intelligent Overflow Routing 145 Erase rule i 16 Press OK to confirm the deletion CHHG OF or press CHHG and enter the number of the rule you want to delete 17 Press to end the session CallPilot Contact Center Telephone Administration Guide 146 Chapter 9 Intelligent Overflow Routing N0060615 147 Chapter 10 Routing table administration Routing tables determine how the system answers holds and routes incoming calls to agents in your contact center You set up routing tables to handle incoming calls for each skillset
167. rity Mode Conditions Action Explanation 24 Hour 02 00 Change call priority This Intelligent Overflow Routing rule applies to any call to 1 that has been waiting in skillset 1 for 2 minutes If a call is not answered by an agent when the timer elapses the call priority changes to the highest priority CallPilot Contact Center Telephone Administration Guide 136 Chapter 9 Intelligent Overflow Routing Example 3 In this example calls to the contact center go to skillset 1 which is the company help line If there are no agents logged on to the help line the call moves to skillset 2 which is the company s service department When a call moves to a new skillset it does not remain queued at the original skillset destination The Contact Center Administrator e selects the Day service mode e selects the Agents not logged in check box e selects Move to Skillset as the action e selects skillset 2 Mode Conditions Action Explanation Day No Agents Move to Skillset 2 Intelligent Overflow Routing checks to see whether agents are logged on to skillset 1 but does not check the timer If there are no agents logged on to skillset 1 the call moves to skillset 2 and gets the new greetings for skillset 2 When a call moves to a new skillset it does not remain queued at the original skillset destination Example 4 In this example calls to the contact center go to skillset 1 whic
168. rt Web site and have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain the phone number for your region http www nortel com callus N0060615 Chapter 1 Getting started 19 Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can use an Express Routing Code ERC to quickly route your call to a specialist in your Nortel product or service To locate the ERC for your product or service go to http www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller CallPilot Contact Center Telephone Administration Guide 20 Chapter 1 Getting started N0060615 21 Chapter 2 About Contact Center telephone administration Setting up Contact Center with a two line display telephone You cannot use a single line display telephone to set up and administer Contact Center You must use a two line display telephone Two line display telephones show Contact Center commands and options A two line display can show up to three display options at once In some instances an option does not have a corresponding display
169. s 6 to open the Off premise Message Notification menu e Goto step 3 Press ALMIH or to set up Off premise Message Notification Press OTHR if you want to delete the first destination or press HET or to view the other destinations until you find the destination that you want to delete When you find the destination that you want to delete press OTHR Press GEL to delete the first destination number The first destination number is deleted The Notify 2 destination changes to become the Notify 1 destination number To delete more destination numbers press THF and repeat steps 4 and 5 Press to end the session N0060615 Chapter 7 Off premise Message Notification 111 Adding a destination number Use this procedure if you have set up Off premise Message Notification and you want to add another destination number You can have up to five destination numbers CallPilot Contact Center Telephone Administration Guide 112 Chapter 7 Off premise Message Notification To add a destination number 1 Press ee Follow the voice prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3
170. s Each agent is responsible for answering calls for the skillsets they are assigned to Note Before you can add an agent to a skillset the skillset must be disabled For how to disable a skillset see Disabling a skillset on page 58 Dynamic Agent Priority Agents can have different priorities depending on which skillset they are logged onto For example when an agent is a member of the English skillset their priority can be 1 because they are fluent in English The same agent can have a priority of 3 when they are logged onto the Spanish skillset and a priority of 6 when they are logged onto the German skillset If the method of call distribution for the skillset is Preferred the agent with the highest priority receives the call The agent priority ranges from 1 to 20 1 is the highest agent priority for the most qualified agents The default value is 10 To assign an agent to a skillset Log QUIT RETRY OK Pew RETR Ok Admin MBO AA OTHE Admin GLIST CCR OTHE Admin FAX cc CC Admin AGENT SKILL OTHR Skillset RETR QUIT OK Press eJ Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the user password and press Ok Press OTHER Press OTHR Press CC Press SKILL Enter the numbe
171. s Memory button indicators can be used to monitor call activity and view the Login Logout status and the Not Ready status of agents Message Waiting Indication MWI The Message Waiting Indication appears on a telephone display as Message for you when there are new messages Message Waiting Indication extension MWI extension or MWI DN For each skillset mailbox you can assign a telephone as the designated MWI extension The Message Waiting Indication extension is an optional telephone number that indicates when a skillset mailbox has messages waiting The MWI extension that you assign shows Message for you on the telephone display when there are new messages in the skillset mailbox Method of Call Distribution The method of call distribution determines which of several available agents to route the call to There are two methods of call distribution Least Busy and Preferred Least Busy routes calls to an agent who has been available the longest Preferred routes calls to the agent with the highest priority the best qualified agent Not Ready Not Ready is a Feature Code that extends a Break Time if agents need additional time after a call to do paperwork or other tasks Off premise Message Notification Off premise Message Notification is a feature that notifies you at a destination number when there are new or urgent messages in a skillset mailbox Priority You assign a priority to each agent according to their qualifications An age
172. s aan Slain s awed anes ere eee eee eae ed ed ce 121 Assigning several agents to a skillset 2 00 e eee eee eee 123 Removing agents trom a skillset ss2e eceeees ee eeree ee ceeeneeeeees 125 Viewing agemis IN a SRUGEE occa ncct stew bok ik eles sh nE uE Er Soke ea 126 Legging SAGO cfccacce caveat ckebdede che Siagecngkhe obaee edhe meas 128 Deluna Sage 45 4 65 4 oS GRA RAG Y GH TREE A d WR ES Eee ee eS 129 Resetting an agent password sisrrssrisrerkerir tsss ee ee 130 Charging an agent prionty i 20ccigeecieerieee bande t iuri ktt raka cans 130 Chapter 9 Intelligent Overflow Routing 2 0 0 c cece eee 133 Examples of Intelligent Overflow Routing rules 0000 cee eee eee 135 Adding Overlow ules lt ccccaccen sence ae Heer See kt thE a eee ni 140 Changing and viewing Overflow rules 00 000 e eee eee 142 Deluna vem WSS j agcus Necedameater iera we eohe donea teste neeen ene 144 Chapter 10 Routing table administration 0 0 2 0 cee eee eee 147 PIC p DID TAINO ec rueicrisecrr Be ac ike Bees eho R RE DRA daa 147 FLOC ctgudecpeeeent ethereal eed uheeeundetabeee peew a aewesads 148 About types of Routing Table steps 0 0 0 cee eee 149 Adding a Gregtng Siep ice had Ao Reed Eee ket ee oe Se 150 Greeting step parameters 0 00 ccc eta 150 Adding a Disiibute for SGP s occas ecese teeta ee eherens Sr asneeeeteraseoaes 156 POND A GONG SION yarns rioaren a we ae eeeeae hes ehia neers
173. s HET CHHG HEST CCR tree 31 Enter the number of the CCR Tree you want callers to transfer to RETRY Of and press OK CCR Kesi Trix 32 Press OE CHHG DISABL Ok Tare Horm sfer 33 Press GE Force FER Ok Another ster 34 Press YES to continue to build the table YES GUIT or press C to end the session If you want to continue to add steps to the table e To add a Distribute for step start at step 10 of Adding a Distribute for step on page 156 e To add a Goto for step start at step 10 of Adding a Goto step on page 157 N0060615 Chapter 10 Routing table administration 155 e To add a Transfer step start at step 10 of Adding a Transfer step on page 159 e To add a Disconnect step start at step 10 of Adding a Disconnect step on page 162 Note You can add and delete steps to a routing table after the initial set up You must disable the skillset and then make necessary changes CallPilot Contact Center Telephone Administration Guide 156 Chapter 10 Routing table administration Adding a Distribute for step Distribute for steps put callers on hold while they wait for an agent Log QUIT RETRY OF Psu RETR ok Admin MBO AA OTHE Admin GLIST CCR OTHE Admin FAX cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT ok SLaLus KAHHAR CHHG HET Skill mbox Pswd RESET MEST Skillset Admin FARM AGENT OTHE
174. s on e Ifthe indicator is flashing the Break Time feature is on For how to program a memory button refer to Programming a memory button with a Feature Code on page 25 N0060615 Chapter 11 Monitoring call activity 183 Logging off Log off when you complete your shift or will be away from your telephone for an extended period To log off a A O N Press 9 0 4 Enter your Agent ID and press OK or J 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 48 Changing your password Keep your password confidential Change your password regularly about every 30 days To change your password 1 o NOAIR Press Q f0 4 Enter your Agent or Supervisor ID number and press OK Enter your password and press OK The default password you enter to log on for the first time or if your password is reset is 0000 If you use the default password you must change your password Press ADMIH Enter a new password from four to eight digits long and press OK Enter your new password again and press OK Press CallPilot Contact Center Telephone Administrati
175. s the date and time the message was sent and if the message is internal the directory name of the sender Erase Deletes the message currently playing If no messages or Vv Vv are playing deletes the last message played Deleted messages remain in the skillset mailbox until the session ERASE ends Refer to Notes 1 and 2 on page 83 N0060615 Chapter 6 Setting up skillset mailboxes 83 Playing skillset mailbox messages Norstar Voice Mail Option Button Available Available Description while after playing playing Forward Advances the message three seconds and continues ar Vv playing from that point gt gt gt Next 6 Plays the next message in the skillset mailbox If you use or Y Vv this while a message is playing it stops playing the current message and plays the next message in the skillset mailbox Pause Temporarily stops a message When you stop the Continue or message you can play the previous message continue A playing the current message or skip to the next message STOR PLAY Previous Vv Stops playing the current message and plays the previous message Quit Vv Stops playing the message and plays the Mailbox main menu options Replay Replays the message from the beginning or Y lt lt lt lt lt lt Replay Vv Replays the last message Reply Replies to a message Refer to Note 3 on page 84 oF The reply can be either Vv Y a message to an
176. s to the destination that you specify or select MHOAGHT if you want Overflow to apply if there are no agents logged onto the skillset or select BOTH if you want Overflow to apply if you want TIME and HOAGHT to apply Enter the time that a call waits in the skillset before it goes to the destination that you specify and press OK Press 55B if you want calls to overflow to the skillset mailbox and in the next step enter the mailbox number or press OFLS5 if you want calls to overflow to another skillset and in the next step enter the skillset number or press OTHER for more destinations Move to another skillset Transfer or Change call Priority and in the next step enter the information about where you want to overflow calls Enter the information about where you want to overflow calls and press OF The appearance of this display depends on what kind of overflow you choose Press ES if you want to change or view another Overflow rule or press HO to return to the Overflow display shown in step 11 or press C to end the session CallPilot Contact Center Telephone Administration Guide 142 Chapter 9 Intelligent Overflow Routing Changing and viewing Overflow rules Loa 1 Press 8 GUIT RETRY OK Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications
177. ser with voicemail administration rights refer to the Business Communications Manager Administration Guide Pwd 2 Enter the user password and press OK RETRY Ok Admin 3 Press OTHR MBO AA OTHE Admin 4 Press OTHF GLIST CCR OTHE santa 5 Press CL FAH cc CC Admin 6 Press SKILL AGENT SKILL OTHE Skillset 7 Enter the number of the skillset you want to change and press OK RETR QUIT Ok status HREKEEM 8 The display shows whether the skillset is enabled or disabled CHHG DESL You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue Skill mbox Pswd 9 Press HEYT to continue RESET HEAT Skillset Admin 10 Press OTHF FARM AGENT OTHR Skillset Admin 11 Press OFLU ROUTE OWFLE UNC Overflow rules 12 Press ALD ACD CHHG DEL lt a gt MODE 13 The display shows the Overflow rule number Dev SMIT eas Select whether you want the rule to apply to Day Night or 24 Hour mode Day is the default N0060615 Chapter 9 Intelligent Overflow Routing 141 201 Method TIME HOAGHT BOTH zr Timeout RETRY OK 2 Overflow To SSME OFLSS OTHR Data Prompt RETRY OK Another rule VES HO 14 15 16 17 18 Select TIME if you want Overflow Routing to time how long the call waits in the skillset before it goe
178. set 2 if the call is not answered within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1 N0060615 Chapter 9 Intelligent Overflow Routing 139 Example 8 In this example calls to the contact center are answered by skillset 1 the company s sales skillset If a call is not answered within 10 seconds it overflows to skillset 2 If the call is not answered within an additional 20 seconds the call goes to the skillset 1 mailbox The Contact Center Administrator creates two rules In the first rule the Contact Center Administrator e selects the Day service mode e sets the timer to 10 seconds e sets Overflow as the action e selects skillsets 2 In the second rule the Contact Center Administrator e selects the Day service mode e sets the timer to 30 seconds e selects the skillset mailbox as the action Mode __ Conditions Action Explanation Day 00 10 Overflow 2 The call overflows to skillset 2 if the call is not z r answered within 10 seconds The call goes to the Day 00 30 Skillset Mailbox skillset mailbox if it is not answered within an additional 20 seconds CallPilot Contact Center Telephone Administration Guide 140 Chapter 9 Intelligent Overflow Routing Adding Overflow rules Loa 1 Press l J9 8 6 BAIT PEIR E Enter the telset User ID that has voicemail administration rights and press OK For information about creating a u
179. set it is in If the first step in a routing table is a Disconnect step Contact Center does not answer the line Loa 1 Press l 9 8 BEAT SEIR 2 Ul Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Paud 2 Enter the user password and press OK RETR OK Admin 3 Press OTHR MBO AA OTHF Admin 4 Press OTHR GLIST CCR OTHR Admin 5 Press EC FAH co CC Admin 6 Press SKILL AGEHT SKILL OTH Skillset 7 Enter the number of the skillset you want to add a Disconnect step Rely ee Of to and press OK SLatus MeENMH 8 Ifthe skillset is enabled press CHNG to disable it Ei 1 Press MEST Skill mbox Pswd 9 Press HEXT to continue RESET HEST Skillset Admin 10 Press OTHR FARM AGENT OTHR Skillset Admin 11 Press FOUTE ROUTE OWFLW UNCF Route Table 12 Press DAY or HIGHT us DHe Se ee In this example Day is shown Day routing 13 Press SETUP SETUP QUIT Ster x 14 Press OTHR DIST GETG OTHE Ster x 15 Press DISC DISC FER N0060615 Chapter 10 Routing table administration 163 Disconnect 16 Press OK Table complete 17 Press to end the session CallPilot Contact Center Telephone Administration Guide 164 Chapter
180. skillset You can program a memory button with an indicator instead of pressing Qj fe For how to program a memory button refer to Programming a memory button with a Feature Code on page 25 For more information about Break Time refer to Break Time on page 51 Note While you use Not Ready you still receive non Contact Center intercom and transferred calls Using Not Ready 1 Press 9 0 8 Make Hot Fead appears on the display If you press Ce JQ 0 6 and Break canceled appears on the display you canceled the Break Time that the Contact Center Administrator programmed for you You must press Ce Q 0 8 again to activate the Not Ready feature If you press 9 0 6 andAgent active appears the Not Ready feature was on and you canceled it Press Q 0 8 again to activate Not Ready 2 When you are ready to take calls again cancel the Not Ready feature by pressing e 0JB If Hot reads appears press 9 0 8 again Not Ready is automatically enabled if you do not answer your telephone and if this option is configured in Contact Center Programming Not Ready to a memory button You can have convenient one button access to Not Ready if you program a memory button with the Not Ready Feature Code If the memory button you choose has an indicator the indicator shows your busy status e Ifthe indicator is off Not Ready is off e Ifthe indicator is on Not Ready i
181. skillset is enabled press CHHG to disable it Press HEMT Press HEXT to continue Press OTHE Press KOUTE Press DAY or HIGHT In this example Day is shown Press WIEW The display shows the first step in the routing table Press CHHG if this is the step you want to change or press HEST until you find the step you want to change and then press CHHG Change the parameters for the step and press OK N0060615 Chapter 10 Routing table administration 173 16 The display shows the new parameters for the step Press HEXT to view or change the next step or press C to end the session CallPilot Contact Center Telephone Administration Guide 174 Chapter 10 Routing table administration Erasing a Routing Table Loa 1 Press 9 8 GTT PEIEE Uk Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Psu 2 Enter the user password and press OK RETRY OK Admin 3 Press OTHR MBO AA OTHF Admin 4 Press OTHR GLIST CCR OTHR Admin 5 Press EC FAH CC CC Admin 6 Press SKILL AGEHT SKILL OTHE Skillset 7 Enter the number of the skillset you want to delete a routing table RETRY QUIT OF from and press OE SLaLUS HEKKEN 8 Ifthe skillset is enabled press CHNG to disable it p
182. skillset mailbox messages CallPilot Use this procedure if you use the CallPilot interface 1 Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox A voice prompt announces the number of new and saved messages that you have Ho messages COMP MBO EXIT 2 You can play any message that you want to listen to Press to play the current message For other message commands refer to the table Playing skillset mailbox messages CallPilot 3 Press to end the session The table Playing skillset mailbox messages CallPilot shows the message options that are available to you during and after playing messages Playing skillset mailbox messages CallPilot Available during and after Option Button playing Description Skip Back T Rewinds the message five seconds and resumes playing it at that oa point Skip 3 Advances the message five seconds and continues playing from that Forward E point Previous T Stops playing the current message and plays the previous message Message Next 6 Plays the next message in the skillset mailbox If you use this while a Message a message is playing it stops playing the current message and plays the next message in the skillset mailbox Call on Places a call to the sender of a message Sender eS Help Y Offers a Help menu Reply Y Replies to a message N0060615 Chapter 6 S
183. sparingly If you use Forced greetings keep them as short as possible Many long Forced Play greetings slows transferring calls to agents and causes unpredictable increases in distribution times Calls in other skillsets are not affected When a Forced Play greeting plays for the highest priority call in a skillset the other lower priority calls in the skillset have to wait even if agents become available during this time For example the longest waiting call which is the highest priority call gets routed to a Forced Play greeting Agents become available during the time that the highest priority call is played a Forced Play greeting The result is that no calls in this skillset are routed to an agent until the Forced Play greeting is finished playing to the highest priority call This guarantees that the highest priority call is answered before lower priority calls in the skillset Ensure that an Intelligent Caller Input Routing Basic transfers calls to a skillset mailbox if you want callers to be able to press P to leave a message in a skillset mailbox Remember to mention in the greeting to press P to leave a message in a mailbox Program Intelligent Caller Input Routing Basic to transfer calls to a skillset mailbox for Non business hours greetings so that you do not miss any messages If a Goto step follows a greeting make a Distribution step the target for the Goto step If you make the Goto target step after a Greeting step another
184. start time Stor istor timer 15 Press HET or to accept the stop time that you entered CHHG HET or press CHNG or 1 to change the stop time Meo ture new 16 Press GE or if you want to be notified when the skillset mailbox EG us receives a new message or press CHHG or if you want to be notified only when the skillset mailbox receives an urgent message Meg notify 17 Press to end the session ACMI SELECT N0060615 Chapter 7 Off premise Message Notification 97 About setting up Off premise Message Notification to a pager number Example of a destination pager number If you are assigning a pager destination number from behind a PBX remember to insert a P depending on your system before the to access an outside line There is a combined limit of 30 characters for the pager telephone number and the pager message For example to reach your pager enter HI 4JAJbJEIJEJHIeJ Bj 4 HB where specifies the next digits are special characters recognizes dial tone specifies that the next digits are the numbers to be dialed 6 6 2 6 4 is the pager telephone number dialed e a inserts a timed pause Depending on the company supplying your paging service the programming sequence can vary For more information about setting the destination telephone number parameters for your pager contact your pager company To set up Off premise Message Notification to a pager 1 Press
185. t mailbox messages Press PLAY or to listen to the erased message To retrieve an erased message CallPilot You can retrieve a deleted message A deleted message remains in the skillset mailbox until you end the current session Locate the deleted message Then press 7 6 to restore the message After you play the erased message you can restore it If you end the current session without restoring the erased message it is permanently erased from the skillset mailbox CallPilot Contact Center Telephone Administration Guide 86 Chapter 6 Setting up skillset mailboxes Replying to messages You can reply to internal and external callers You can reply to an external caller if your company subscribes to CLID The messages you record must be longer than three seconds The system times out after five seconds of silence Use the procedure for replying to messages that applies to the interface you use e To reply to an internal caller Norstar Voice Mail on page 86 e To reply to an internal caller CallPilot on page 87 Replying to an internal caller If you use and you want to use Norstar Voice Mail reply to the caller s extension CALL to transfer to the internal caller s extension leave a message in the caller s mailbox MSG to record and send a reply to the internal caller s mailbox CallPilot reply to the caller s extension Call Sender P to transfer to
186. t time Press HEMT Press CHHG to set a Secondary Alert time or press HEST and go to step 14 Enter the Secondary Alert time This is a four digit field Add a zero to any single digit hour or minute N0060615 Chapter 3 Contact Center general properties 35 Sec alert xxixx 14 The display shows the Secondary Alert time ne nes Press HEXT CC Admin 15 Press to end the session GETG PARM Setting Caller ID You can select how you want caller information to be displayed on agent telephones e Name and number the display shows the caller s name for 3 seconds and then the skillset name If the caller s name is not available the caller s number is shown e Number only the display shows the caller s number for 3 seconds and then the skillset name e No Caller ID the display shows the skillset name CallPilot Contact Center Telephone Administration Guide 36 Chapter 3 Contact Center general properties To set Caller ID Log QUIT RETRY OK Pew RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHE Admin FAX cc CC Admin AGEHT SKILL OTHR CC Admin GETG FARM CLID Ho CLID CHHG HEST Press e i Enter the telset User ID that has voicemail administration rights and press OE For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Enter the us
187. table administration Fax Detection Contact Center can detect fax calls and route them to a skillset mailbox If you want Contact Center to detect incoming faxes you must make your first routing table step e a Greeting step e with Forced Play e without a transfer e with a greeting that is a minimum of 11 seconds long Fax Detection applies only if a fax machine is attempting to transmit a fax at the start of a greeting If a fax transmission starts several seconds after the start of a greeting it is possible for the fax tone not to be detected If you do not set up the routing table to detect a fax call some fax calls can be routed to agents and some fax calls can be routed to the routing table s skillset mailbox To enable a routing table to detect fax calls change the first step N0060615 Chapter 10 Routing table administration 149 About types of Routing Table steps You can add these types of steps to routing tables Greeting A Greeting step plays a greeting to callers waiting in a skillset You assign greeting parameters to each greeting After the greeting plays the call goes to the next routing step If there is no next step the call ends Distribute for During a distribute for step calls wait to be distributed to agents If no agents are available before the distribution time expires the call goes to the next step in the routing table If there is no next step set up in the routing
188. tension 66 messages 81 messages waiting 210 number 50 65 66 opening 69 opening remotely 70 password 68 71 password changing 71 resetting password 72 retrieving messages 81 tips 190 192 Skillset parameters Control Directory Number CDN 50 Delay answer 209 Message Waiting Indication extension 210 Method of Call Distribution 210 setting up 53 Skillset name 211 Skipping forward in messages 83 84 Skipping forward to end of messages 82 Steps Routing Table 149 Supervisor functionality 12 Symbols 23 T Table Routing Table 147 Telephone line display 21 Time N0060615 Index 217 Primary alert 32 Primary alert time limit 32 Secondary alert 32 Tips agent administration 189 Contact Center general parameters 190 recording contact center greetings 189 Routing Table administration 190 skillset administration 189 skillset mailbox 190 192 trademarks 2 Transfer 194 Transfer Allowed enabled 150 Troubleshooting agent log in problems 194 cannot change the Contact Center Skillset Parameters 196 Two line display using 21 V Voice channels 33 190 CallPilot Contact Center Telephone Administration Guide 218 Index N0060615
189. tension or pager destination number phone extension or pager time range for receiving calls at telephone numbers or extensions Pagers are notified any time there is a qualifying message CallPilot Contact Center Telephone Administration Guide 92 Chapter 7 Off premise Message Notification types of message you want to receive all new messages or just urgent messages Note The restrictions that apply to your telephone line also apply to Off premise Message Notification numbers For example if you cannot dial long distance telephone numbers from your telephone you cannot have a long distance Off premise Message Notification destination number Setting up Off premise Message Notification Follow these instructions if you have not set up Off Premise Message Notification and are setting it up for the first time If you have set up Off Premise Message Notification refer to the section on Changing Off premise Message Notification on page 102 To set up Off premise Message Notification to refer to a telephone number page 93 an extension page 95 a pager page 97 N0060615 Chapter 7 Off premise Message Notification 93 To set up Off premise Message Notification to a telephone number Med notify ADMIN SELECT Destination PHOWE EXT PAGER PR RETR OK lt x ADD OK Start hme RETR OK start timer RETRY AM PH Press PJEBJ
190. that belongs to a skillset with no available agents the call is not answered until either the Delay Answer Time elapses or an agent becomes available for the call During the Delay Answer period when the caller hears ringback the line the call comes in on still rings on the sets configured to answer this line If your contact center has long Delay Answer Times longer than about 10 seconds in your greeting specify to callers that their call is being tracked by Contact Center Otherwise it is possible for callers not to understand the long ringback delay and hang up Contact Center greetings Record greetings that are a maximum of 20 seconds long If your greetings are longer than 20 seconds waiting callers must wait longer before they hear a greeting The longest recorded greeting for a skillset affects the frequency with which callers hear greetings If your greeting length times vary a lot there is a very large variance in how often callers hear greetings Therefore it is best to keep greetings similar lengths if possible about 20 seconds each Ensure that when you record a greeting that transfers callers to a skillset mailbox you include in the greeting To leave a message in the mailbox press P or the keypad button you designate for the skillset mailbox CallPilot Contact Center Telephone Administration Guide 190 Chapter 12 Tips for operating Contact Center Routing Table administration Use Forced Play greetings
191. the Contact Center Set Up and Operation Guide or CallPilot Manager online help N0060615 Chapter 5 Setting up skillsets 53 Setting up a skillset You can record skillset properties in the table Contact Center skillsets on page 200 To set up a skillset Loa 1 Press JQ 8 8B BUI PETRI Uk Enter the telset User ID that has voicemail administration rights and press OK For information about creating a user with voicemail administration rights refer to the Business Communications Manager Administration Guide Paud 2 Enter the user password and press OK RETRY OK Admin 3 Press OTHR MBO AA OTHR Admin 4 Press CC GLIST CCR CC CC Admin 5 Press SKILL AGEHT SKILL OTHR Skillset 6 Enter the number of the skillset you want to set up and press OK RETRY QUIT Ok Status uninit 7 Press SETUF SETUP QUIT SKILL 8 Press CHHG to assign a name to the skillset CHHG HEMT or press HET if you do not want to assign a name to the skillset and go to step 10 If you do not enter a skillset name the skillset name defaults to SKILLx where x is the skillset number as shown here Skillset name 9 Enter the skillset name and press Ok For how to enter characters ely Sar Of on the dialpad refer to Using the dialpad on page 22 HHHH 10 The skillset name is displayed au peal Press HEAT CDH 11 Enter the CDN of the skillset an
192. the internal caller s extension leave a message in the caller s mailbox Rerls to record and send a reply to the internal callers mailbox To reply to an internal caller Norstar Voice Mail 1 Press eJBeJEJ Follow the voice prompts or the display button options to open the skillset mailbox l new B saved PLAY REC AGMIH End of message REPLY ERASE WEST Fer ls to msa MSG CALL QUIT or 2 Press PLAY or 3 After you listen to the message press REPLY or 9 4 Press CALL or to call the caller press MSG or to record and send a reply N0060615 Chapter 6 Setting up skillset mailboxes 87 To reply to an internal caller CallPilot 1 Press Q 8 f J Follow the voice prompts or the display button options on your telephone to open the skillset mailbox A mailbox summary is announced While you are in your message list you can play any message Press to play the current message Press to call the caller or press to record and send a reply CallPilot Contact Center Telephone Administration Guide 88 Chapter 6 Setting up skillset mailboxes Using the Reply feature to reply to an external caller You can reply to an external caller using the Reply feature if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it For how to assign an outdial method to a skillset mailbox refer to Assign
193. ting Enter another greeting number and press OK to record another greeting or press C to end the session CallPilot Contact Center Telephone Administration Guide 48 Chapter 4 Contact Center greetings N0060615 49 Chapter 5 Setting up skillsets About skillsets Contact Center skillsets answer and distribute calls to agents as they become available Skillsets hold calls for different contact center departments such as sales and technical support You can have a maximum of 50 skillsets for Contact Center You cannot change the properties of a skillset while it is enabled You must disable the skillset If you want to change the CDN disable the skillset and wait until there are no calls in the skillset before you change the CDN How incoming calls are sent to a skillset Incoming calls are sent to a skillset in one of the following ways e You assign a line to be answered directly by a skillset For information about configuring lines refer to Configuring lines on page 40 e lt A receptionist agent or subscriber receives a call and transfers the call to a skillset They can transfer the call to a skillset by pressing 7 0 or TEAHSFER and entering the CDN of the skillset The receptionist agent or subscriber must not use the Call Pickup feature The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that routes them to the CDN of the skillset e Calls ca
194. tion or press ExT or to choose an extension destination Enter the destination number you want to set up Off Premise Message Notification for lt x gt represents the destination number Press OK or to accept the destination number or press RETR or to re enter the number Press HEAT or to continue Press YES or if you want to set up another destination and repeat steps 6 through 8 or press HO or if you do not want to set up another destination N0060615 Chapter 7 Off premise Message Notification 107 Start start time 9 Press EHHG or 1 to change the start time CHHG HEST f press HEST or to accept the start time SLorssbor timer 10 Press CHHG or 1 to change the stop time CHHG HEST or press HEST or to accept the stop time Ms Lyre crew 11 If you want to change message notification ae os press EHHG or if you want to be notified only when the skillset mailbox receives an urgent message Press OK or J Meo notify 12 Press to end the session ACMI SELECT CallPilot Contact Center Telephone Administration Guide 108 Chapter 7 Off premise Message Notification To change the destination from telephone or extension to pager Med notify ADMIN SELECT Hotifyicx gt CHHG HET Destination PHOHE ExT PAGER Pager RETR OK lt x ADD OK Press PBJ Follow the voice prompts or the display butt
195. ton 0 0 0 e eee ee eee 182 Tue e AC 8 ere EEE AEE a eR et mo eee ete E eRe 183 Changing your paseword 2ciececcsce eke daein ite sew ee wake EN Anen 183 SUPENA HOP rs hak cue Sa Ra A een RES OEM CoE UES Dae Se ee eS 184 How Supervisor Help workS 000 cece eee eee 184 Configuring Supervisor Help 23 0i46c5c4cecn sees eadert ase eesed hgetaeeds 186 How to handle Supervisor help requests 0 000 e eee eee eee 186 How to handle missed equeSIS 2 cicheevceds dees eave td aber duals acees aos 187 An example of retrieving an escalated request 000000 eee 187 Chapter 12 Tips for operating Contact Center 000 e eee eee eee 189 MAC adma ON s264sbeaer shia seak POReEO REE ROR nN Ss BREE Sade 189 Skillset AMINISION sse yess AA eees E EE 44S SPR Es ees Heed 189 Contact Center greetings 00 0 unaa 189 Routing Table administration 2 c2004s0seene sient benneedet owners our 190 Contact Center general parameters 0000 0c cece eee 190 How to calculate the longest time a caller can be onhold 04 4 191 Tips to improve the efficiency of Contact Center 000 ccc eee 192 Chapter 13 Troubleshooting Contact Center 00 c eee eee eee eee 193 Pesci poso WON abadecte eogienee ede area ee ad E buen beeE Res 193 Resetting the Operator password 200 cece eae 193 N0060615 Contents 9 Poet DOVES 6 clade cine ee sehen aed sual oobbeweehe do
196. tration 165 SLaLus KAHHAR CHHG HEST Skill mbox Pswd RESET HEST Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OWFLW UNC Route Table cAY HIGHT QUIT Day routing SETUP QUIT Greeting ture EWT HORMAL Ster 1 DIST GETG OTHR CC greetindi x RETR OK CC greetindi x RETR PLAY OK Tyre Force Horr FER OF Tyre Horr Force FER Ok Another ster YES QUIT Ster 2 DIST GETG OTHR Dist time BBA CHHG OK Dist Lime mms RETR OK Dist time 81 88 CHHG Ok Another ster YES QUIT Ster 3 DIST GETG OTHR Greeting tyre EWT HORMAL CC greetindi x RETR OK CC greetindi x RETR PLAY OK 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 If the skillset is enabled press EHHG to disable it Press HEMT Press HEXT to continue Press OTHE Press ROUTE Press DAY Press SETUP Press HORMAL Press GETG Enter the number of the greeting you want to use and press OK Press OK Press Force and press DE Press OK Press ES to continue to build the table Press DIST Press CHHG Enter 0100 and press OK Press OK Press YES Press GETG Press NORMAL Enter the number of the greeting you want to use and press OK Press OK CallPilot Contact Center Telephone Administration Guide 166 Chapter 10 Routing tabl
197. u program Contact Center to recognize a specific telephone number The Personalized skillset mailbox greeting plays only for a call from the specific telephone number If you record a Personalized greeting program the skillset mailbox to receive messages and choose an Alternate mailbox greeting the Personalized greeting takes precedence over any other greetings If you program the skillset mailbox not to receive messages and choose an Alternate mailbox greeting the Alternate mailbox greeting takes precedence over any other greeting including Personalized mailbox greetings In the Personalized skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory For example Hi John You have reached the Sales Department at Bridgestone Computers At the sound of the tone please leave your order One of our agents will return your call if you need to speak to someone directly Thank you To record a Personalized skillset mailbox greeting 1 Press PJEBJE Follow the voice prompts or the display button options on your telephone to open the skillset mailbox Skillset namer 2 The skillset mailbox name appears briefly 3 Ifyou use the CallPilot interface e Press to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface e Press AGMIN or e Press GREET or e Go to step 4 Greeting options 4 Press REC or 1 J REC CHOOSE CFWD Greeting
198. until 5 00 Please stay on the line and an agent will be with you as soon as possible Or press 0 to leave a message and one of our agents will return your call Please wait greeting Please wait greetings encourage callers to stay on the line All our agents at Bridgestone Computers are currently busy but please hold as your call is very important to us Information greeting An information greeting provides messages and announcements to callers Thank you for calling Bridgestone Computers This week we have extended our hours until we sell all spring merchandise We will be open until 9 00 pm Monday through Thursday and we will be open until midnight on Friday Please come in and see us at 52 Main Street CallPilot Contact Center Telephone Administration Guide 46 Chapter 4 Contact Center greetings Transfer greeting A transfer greeting lets a caller transfer their call Please press 1 to leave a message and one of our agents will return your call Press 2 to return to the previous choices Non business hours greeting Bed oe hours greeting will be played after your business is closed You have reached Bridgestone Computers Our hours of service are Monday to Friday from 8 00 until 12 00 and 1 00 until 5 00 To leave a message please press 0 An agent will return your call when we re open Thank you for calling Recording a Contact Center greeting Before you r
199. upervisor at a time N0060615 Chapter 11 Monitoring call activity 179 e While you are on a call do not initiate a monitoring session e You must use a two line display telephone e Use a headset rather than handsfree when you monitor calls This ensures call privacy and reduces the office noise level Check the documentation for your telephone to make sure that you can use a headset with it Note You cannot monitor an agent who is e ona conference call e using an Answer DN e onan ISDN or Companion set e on any type of call if the maximum number of conference bridges 6 are being used Monitoring skillsets Use L OJEJ Display Waiting Calls to view information about skillsets and the calls waiting in skillsets The table below describes the information in each display Display Description Skill 1 Enabled the skillset number and the status of the skillset The status can be Enabled Disabled or Uninit uninitialized 1 6 agents the skillset number and how many agents are currently logged on to the skillset 1 10 calls the skillset number and the number of calls waiting in the skillset 1 wait 9 45 the skillset number and the longest time a call has been waiting in the skillset Display Waiting Calls lets you know when a skillset in your contact center gets very busy You can ask qualified agents to log on to the busy skillset CallPilot Contact Center Telephone Administration Guide
200. utes the call transfers to the skillset mailbox where the caller can leave a message The Contact Center Administrator creates two rules In the first rule the Contact Center Administrator selects the Day service mode sets the timer to 2 minutes and 30 seconds selects the Agents not logged in check box selects Overflow to skillset as the action selects skillset 2 In the second rule the Contact Center Administrator selects the Day service mode sets the timer to 4 minutes and 30 seconds selects the Agents not logged in check box selects the skillset mailbox as the action Mode Conditions Action Explanation Day 02 30 and No Agents Overflow 2 Day 04 30 and No Agents Skillset Mailbox The call overflows to skillset 2 after the call is in skillset 1 for 2 minutes and 30 seconds and if there are no agents logged on to skillset 1 If the call is not answered within an additional 2 minutes the call transfers to the skillset mailbox CallPilot Contact Center Telephone Administration Guide 138 Chapter 9 Intelligent Overflow Routing Example 6 In this example calls to the contact center go to skillset 1 which is the company s help line The Night Service Mode is set to start at 6 00 pm After 6 00 pm there are no other skillsets with agents logged on If no agents are logged on to skillset 1 or if the call is not answered by an agent within two and a half minutes the cal
201. with Silent Monitor When you monitor calls as a Silent Monitor you are not detected by the agent or callers You monitor all of the calls on an agent s telephone rather than on a call by call basis When the current call is completed the monitoring session of the agent continues You do not have to reestablish the monitoring session You must be logged on before you can monitor calls Note While you monitor an agent s calls you monitor all of their calls including their personal calls Tell agents that if they make a call that they do not want monitored they must first log off as an agent then log on again when they complete the call We recommend you program a memory button with LJ 0 6 J and then press the 9 0 memory button to monitor calls If the memory button you choose has an indicator the indicator shows your log on status You do not have Contact Center calls sent to you while you use e J9 f0 6 CallPilot Contact Center Telephone Administration Guide 178 Chapter 11 Monitoring call activity To set up Silent Monitor on Business Communications Manager For monitoring to be silent you must have Silent Monitor set up in Element Manager To do this you must be familiar with using the Business Communication Manager Element Manager If you do not have access to the Element Manager ask your system administrator to set up Silent Monitor 1 oN Oo a fF WO ND In Element Manager on the Task Navigation panel
202. x CHHG DISABL HEST Ofer Kes 0 CHHG DISABL HEST Ofer Kew RETR OK OFer Regi x CHHG DISABL HEST 17 18 19 20 21 22 23 24 Press DE Assign the parameters for the Greeting step e Ifyou want to use Norm press OK and go to step 34 e Ifyou want the Greeting to be forced press Force press OK and go to step 34 e Ifyou want the Greeting to be forced and callers to be able to transfer after the greeting press Force press SFER and go to step 19 e Ifyou want callers to be able to transfer during the Greeting press FER and go to step 19 The display shows the default key for the Automated Attendant Press CHHG if you want to change the key that callers press to reach the Automated Attendant and the which table to use If you do not want to assign a greeting table enter 0 for Th 1 or press DISABL if you do not want callers to be able to press a key to reach the Automated Attendant press HEMT and go to step 22 or press HEST to accept the default key and go to step 22 Note If no Automated Attendant is selected Th x is replaced with None Enter the key you want to assign for the Automated Attendant and press OF Press HET The display shows the default key for the Operator Press CHHG if you want to change the key that callers press to reach the Operator or press DISABL if you do not want callers to be able to press a key to reach the Operator press HEAT and go to step 25
203. xx RETRY Ok Hotifyicsx gt CHHG HET Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Press APMIH or to set up Off premise Message Notification Press CHHG or to change the destination Press PHOHE or to choose another telephone number destination or press EST or to choose an extension destination or press PAGER or to choose a pager number destination Enter the destination number and press OK or J The destination telephone number cannot be longer than 30 digits Press OK or to accept the destination number or press RETR or to re enter the destination number Press HEXT or to continue or press EHHG or to change the destination and repeat steps 6 through 8 N0060615 Chapter 7 Off premise Message Notification 105 More dest 9 Press WES or if you want to set up another destination number YES HO f press HO or if you do not want to set up another destination number Starticstart timet 10 Press CHHG or fi to change the start time CHHG HEST r press HEST or to accept the start time

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