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Avaya Call Center User's Manual

1. Features Basic Call Center for Professional Call Center Basic Call Center for CallPilot 150 for Business Business Communications Communications Manager 3 0 Manager 3 0 Number of skillsets 2 50 2 Number of configured agents available agent IDs 20 PA 20 Number of agent priority levels 20 20 20 Dynamic agent priority levels Not available 20 Not available Number of active agents 10 80 10 Number of active calls in all 15 48 15 skillsets Maximum number of active calls 15 100 15 per skillset Number of lines that can be configured for Call Center i 100 19 Number of voice ports shared 8 16 16 with CallPilot or dedicated Number of routing tables per 2 2 2 skillset Number of greetings 10 150 10 Number of steps per routing table 20 20 20 Number of overflow rules per 20 20 20 skillset Number of skillset mailboxes 2 50 2 Number of supervisors 10 80 10 Supervisor functionality Available Available Available including call monitoring Maximum number of simultaneous monitoring 7 7 7 sessions Intelligent Caller Input Routing Basic the ability to route a call to an Operator Auto Attendant Available Available Available skillset mailbox CCR Tree or internal or external number Intelligent Caller Input Routing Advanced the ability to route a call based on multi digit fixed or Not available Available Not available variable strings Nortel Network
2. Nortel Networks Call Center Set Up and Operation Guide 188 Chapter 15 Call Center Programming Record Routing Tables Skillset Day or Night Step Type of step Step parameters Greeting Distribution Transfer Intelligent Caller Input Routing Basic or Advanced Disconnect P0993308 02 Chapter 15 Call Center Programming Record 189 Caller Input Rules Rule table Length Fixed Variable Skillset name and Match string Action Nortel Networks Call Center Set Up and Operation Guide 190 Chapter 15 Call Center Programming Record Intelligent CLID DNIS Routing Type of call Line Voice Action Button CLID ANI DNIS P0993308 02 Chapter 15 Call Center Programming Record 191 Line answering Line Skillset of rings 0 to 12 for Caller ID minimum 2 rings Nortel Networks Call Center Set Up and Operation Guide 192 Chapter 15 Call Center Programming Record P0993308 02 193 Glossary AA See Automated Attendant Agent An agent is a person who is assigned to answer calls for one or more skillsets in your call center Agent ID When y
3. 2055 27 Feature Codes used by Call Center agents and supervisors 28 Agent Feature Codos 44sgesansanedeeeuea oes edo aR SEEE DWE SRRE ORES WE 28 Chapter 4 Setting up Call Center agents 20 00 eee eee eee eee eee 29 BOGUl addmng AJOS orcs cee ke nae Sahat bene bee ae kende Lee weber 29 AGEM IOP wos hades ohaee ee eee Ae NRA EESO 29 Adding an agent or a Supervisor 00000 cee eee 31 AUG more han one agent 2 25 4 4554 4 5 4 VERA Rad a4 oes SHERI SRR RY 32 Changing AQENEINIOMMANON accccee ce ceitew eres erreser ru turisida aan awe 33 Resetting an agent s password 2s ci ei seal ideas ee traan innean ene Ge eke KS 33 Deleting anagent 2ccckcve cigec ee aes ened eebhenee ee eee see ees oeym wees 34 LORI EUR E tndecerereredddtaiddueeote es a T T aT T 35 Nortel Networks Call Center Set Up and Operation Guide 4 Contents Chapter 5 Setting Up SUNG 6556 ccckcceieeedn dees aseereseeniatanwdh eens 37 ADOT SOME curwediaseRae dy do deue ada codes amin R AR 6 37 How incoming calls are sent to a skillset 0 0 0 cece eee o7 SKINS popari e esrsssstr terior dee eee abe douse ec diabse REA 38 Setting up or changing a skillset 25s ecsi pecdee Po 4G sea eRe see ees 41 Song up DID roun 2226s ectdsrrer rte ddenedntedeedan tiknir i ikers tei 43 Setting up CLID DNIS Routing ooccc ccc becccn sso Poe RSV SE Gawd eee GHRE Oa ae 44 Examples of using CLID DNIS Routing 00 0 ee eee ee
4. 2000220 anaa 102 Chapter 8 Recording Call Center GreetingS 000 cece eee e ee eee eee 103 About Call Center greetings scicsecoenubievei es dee keh eaw beak y 103 Types of Call Center greetings 0 0 0 e ee eee 103 Recording a Call Center greeting nan c eee tees 105 Importing a Call Center greeting 2 0 eee eee eee 107 Exporting a Call Center greeting 2 0 cee 108 Chapter 9 Setting up Routing Tables 000 2c cece eee eee eee 109 About ROUTING Tables ois creeieseeeh he Phew cosdcohegetagd see eciese eens 109 About imteligent MOWING suncccacnerccauvad Hae Sawa Ose reiia iniisa SE WS 109 inteligent Qvenlow ROuUUNg 6 244 a4 niin 8844 rrer raster iraki EDan 110 Examples of Intelligent Overflow Routing rules 0 0 0 cee eee eee 112 Assigning Intelligent Overflow Routing to a skillset 00000 e eee 117 Moving an Intelligent Overflow rule uassaaaaa annaua 119 Modifying an Intelligent Overflow Rule 0 0 0 e eee eee 120 Deleting an Intelligent Overflow Rule 00 0 eee eee eee 120 Day and Night Routing Tables 2 222600 cdcaatd vhost eudtedcendee eek eee ees 121 Fat DSISCUON case asee tebe ede bebe ebehageees eee eel aghes aaes ads 121 About types of Routing Table steps 0 0 0 0 e eee eee 122 Groe ng step paametels crn psoiddcccbedewe ge tripi t beatae saan bee da 123 Adding a Greeting BIER aace ick d4444 daaaeaseeee
5. End of message 3 After you listen to the message press REPLY or P REFL ERASE HEAT Rerly to msa 4 Press CALL or to call the caller MEG CALL AUTT or press HSG or to record and send a reply Nortel Networks Call Center Set Up and Operation Guide 76 Chapter 6 Setting up skillset mailboxes To reply to an internal caller CallPilot 1 Press Q Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 A mailbox summary is announced While you are in your message list you can play any message 3 Press to play the current message 4 Press Q to call the caller or press to record and send a reply P0993308 02 Chapter 6 Setting up skillset mailboxes 77 Replying to an external caller You can reply to an external caller if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it For information about outdial method refer to Assigning an outdial method to a skillset mailbox on page 80 Before you use the Reply option you must play the message Use the procedure that applies to the interface you use To reply to an external caller Norstar Voice Mail 1 i new B saved 2 PLAY REC ADMIH End of message REPL ERASE HEST Press R Follow the voice prompts or the display button options to open the skillset mailbox Press PLAY or P After you listen
6. Ifyou want to change the priority of the call from the New Call Priority list box select a new priority for the call The default is 10 to transfer the call to an extension select Transfer to Extension and enter the extension number to transfer the call to a mailbox select Transfer to Mailbox and enter the mailbox number to transfer the call to an external number Select Transfer to External Enter the external number From the Outdial list box select Line Pool or Route If you select Line or Pool enter the line or line pool number to transfer the call to the Automated Attendant select Transfer to Auto Attendant to transfer the call to an operator select Transfer to Operator to transfer the call to a CCR Tree select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to Note You or the System Administrator must set up a CCR Tree before callers can transfer to it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation Guide 10 Click the Submit button P0993308 02 Chapter 9 Setting up Routing Tables 119 Moving an Intelligent Overflow rule After you create an Intelligent Overflow rule you can move it to another location in the Overflow Rule Table Intelligent Overflow rules are applied to calls in the order that the rules appear in the Overflow Rule Table To move a rule 1 Start CallPilot Manager Click
7. 70 Chapter 6 Setting up skillset mailboxes 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 call 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 P0993308 02 Chapter 6 Setting up skillset mailboxes 71 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 71 e To play skillset mailbox messages CallPilot on page 73 To play skillset mailbox messages Norstar Voice Mail Use this procedure if you use the Norsta
8. Press R Follow the voice prompts or the display button options to open the skillset mailbox If you use the Cal Pilot interface e Press to open the Mailbox Tools e Press MOTIF 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 Go to step 3 Press ADMIH or to set up Off premise Message Notification Press HET or to continue Press YES or to set up another destination number Press SETUF or to set up another destination number and follow the steps in To set up Off premise Message Notification to a phone number on page 82 or To set up Off premise Message Notification to an extension on page 85 or To set up Off premise Message Notification to a pager on page 87 Nortel Networks Call Center Set Up and Operation Guide 102 Chapter 7 Off premise Message Notification 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 To turn Off premise Message Notification on or off Msg notify ACMI SELECT Hotify on LCHMG TIME ok Hotify off CHNG TIME ok Mailbox admin GREET PSWD QUIT 1 Press R Follow the voice prompts or the display
9. Voice Button calls 30 CLID DNIS Routing 45 Voice channels 156 172 P0993308 02
10. Routing Tables on page 188 About Intelligent routing Intelligent routing gives you tremendous flexibility in controlling how calls are routed Intelligent routing includes these methods for moving a call based on various conditions Intelligent CLID DNIS Routing the ability to route calls according to Voice Button CLID ANI DNIS ISDN Calling Number this routing is applied when the call first enters the Call Center is available if you use Professional Call Center for information on CLID DNIS routing refer to Setting up CLID DNIS Routing on page 44 Intelligent Caller Input Routing Basic the ability to route calls to the Automated Attendant a CCR Tree an operator or a skillset mailbox this routing is applied when callers press a key in response to instructions in a greeting Intelligent Caller Input Routing Advanced includes the Basic capabilities plus the ability to create rules that route calls to other skillsets and locations depending on the caller input lets you change the priority of the call is available if you use Professional Call Center Intelligent Overflow Routing routes calls to extensions mailboxes external phone number the Automated Attendant the skillset mailbox or CCR Tree as a transfer target lets you change the priority of the call is available if you use the Business Communications Manager 3 0 system Nortel Networks Call Center Set Up and Operation
11. gt Nortel Networks Call Center Set Up and Operation Guide 182 Chapter 15 Call Center Programming Record Feature Codes Feature code name Dialpad buttons Custom Feature Code Display Waiting Calls Le J 9 0J 9 Le ej Open Mailbox e ejejJi Le Bj Log on Log off e pjJoJf Le ej ee Not Ready e e o B e _ Return to skillset on No Answer eJ 2 ns Voicemail DN Le jejeje Le ej Operator status Le jejeje LeJio _ General Call Center properties Number of Reserved channels Primary alert time limit in mm ss Secondary alert time limit in mm ss Master Client Address Operator Business Status Password OPERATOR 67372867 Receptionist or Operator available Y N Business open Y N Answer trunks Y N Receptionist or Operator extension Auto Skillset Number __ Manual Day Night Auto Skillset Number __ Call Center Service Manual Day Night These settings are usually changed by the receptionist or Operator on a daily basis P0993308 02 Chapter 15 Call Center Programming Record 183 Call Center skillsets Skillset Rules Default Skillset parameter Skillset name Maximum 16 characters SKILLn Extension cannot be used by Control DN CDN another telephone or peripheral M
12. where specifies the next digits are special characters recognizes dial tone specifies that the next digits are the numbers to be dialed 6 6 BJ 4 is the pager phone number dialed e Sree ie E inserts a timed pause Depending on the company supplying your paging service the programming sequence can vary For more information about setting the destination phone number parameters for your pager contact your pager company To set up Off premise Message Notification to a pager 1 Press RIBJA 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 MOTIF or to open the Off premise Message Notification menu e Gotostep3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Nortel Networks Call Center Set Up and Operation Guide 88 Chapter 7 Off premise Message Notification Msg notify 3 ADMIN SELECT Destination 4 FHOHE ExT FPHAGER Pager 5 RETRY Ok EE 6 _ ADD Ok Show exe gt CHHG HEST Hore dest 8 WES HO Press ADMIH or to set up Off premise Message Notification Press PAGER or to select a pager number destination Enter the destination pager number and press OK or J Press OK or to accept the destination pa
13. Adding a CLID DNIS Route 1 Start CallPilot Manager Click the Call Center heading Click the CLID DNIS Routing Table link The Intelligent CLID DNIS Routing page appears Intelligent CLID DNIS Routing Line CLID ANI DNIS Action Commands 4021 Priority 1 Insert Change Delete 4053 Skillset 3 Insert Change Delete Voice Button Skillset 2 Insert Change Delete Voice Button 4033 Skillset 1 Insert Change Delete End Insert 4 Click the Insert link The CLID DNIS Setup page appears CLID DNIS Setup Line CLID ANI DNIS Voice Button Action Move to Skillset 1 amp 8 Change Call Priority Only New Call Priority No Change v Submit Cancel 5 Set the method to identify the call If you want to create a rule based on the line a call comes in on in the Line box enter the line number If you want to create a CLID or ANI rule in the CLID ANI box type the CLID or ANI number you want to assign this routing to The CLID or ANI number identifies the caller or the location the call was made from If you want to create a DNIS rule in the DNIS box type the DNIS number you want to assign to this route The DNIS number identifies the number the call is made to If you want to create a rule for CLID ANI and a rotary number in the CLID ANI box type the CLID or ANI number and in the Line box type the line number If you want to create a rule for CLID ANI and DNIS in the CLID ANI box type the CLID or ANI number and in the
14. I Automatic A A z nswer Missed Call Option Accepted Voice E Call Types Voice Make Not Ready Return To Skillset Submit Cancel In the From box type the lowest agent ID number of the agents you want to create In the To box type the highest agent ID number of the agents you want to create The Agent ID numbers you enter must be between 1 and 250 Select the Supervisor check box if you want the agents to have Supervisor status Select the Automatic Answer check box if you want calls to be force delivered to the agents From the Missed Call Option list box select Make Not Ready Return to Skillset or Automatic Logout From the Accepted Call Types list box select Voice Voice Button or Both If you do not have Multimedia Call Center enabled Accepted Call Types does not appear If you use Basic Call Center from the Priority list box select a priority from 1 to 20 for the agent Click the Submit button Note Any agents who have an agent ID number that is between the numbers you enter gt in the From and To boxes are not changed These agents are not included in the number of agents added P0993308 02 Chapter 4 Setting up Call Center agents 33 Changing agent information You can change an agent s e name e supervisor status e Automatic Answer setting e Missed Call Option e Accepted Call Types To change agent information 1 Start CallPilot Manager 2 Click the Call Center he
15. If you want to log on as an agent press CHHG until Surervisor H appears then press OE to log on as an agent If you log on as an agent calls are routed to you but you cannot monitor calls Press IH to log on to one or more skillsets that you want to monitor You can monitor only the agents who are logged on to the same skillset as you If IH does not appear you are already logged on to all the skillsets or there are no skillsets available Press CHHG until the skillset you want to log on to appears on the display The skillsets that are available are the skillsets that are assigned to you If there is only one skillset available to log on to that you are assigned to you are automatically logged on to that skillset Press OE The display briefly confirms the skillsets that you are logged on to Press HEST Press SUPER to monitor an agent Calls are not routed to you Press OF to accept the skillset shown or press HET or PREM to find the skillset you want to monitor Enter the Agent ID of the agent you want to monitor and press OK Invalid Agent appears if the agent is not assigned to you You can press DIF to find the Agent ID in the Agent directory You can monitor any agent that is in a skillset assigned to you Press IMFO to display the Agent ID number agent name call state and the time in minutes and seconds that the call has been in this state Call states include Idle Not Ready and Break Incall Outcall Press IMFO a seco
16. 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 digits long and cannot start with zero To change a skillset mailbox password 1 l Skillset name gt 2 3 Fswd 4 LRETRY OE Again 5 LRETRY OK j Password OK 6 7 Press R 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 Goto step 4 If you use the Norstar Voice Mail interface e Press AGMIH or e Press PSWE or e Goto step 4 Enter your new mailbox password and press OK or Re enter your new mailbox password and press OK or f This display appears briefly Press to end the session P0993308 02 Chapter 6 Setting up skillset mailboxes 63 Resetting a skillset mailbox password Note Reset a password only 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 retr
17. hold and you connect to the waiting call You can have no more than two active calls at one time Nortel Networks Call Center Set Up and Operation Guide 24 Chapter 2 About setting up Call Center Checking which telephone mailbox interface you use CallPilot supports two interfaces Norstar Voice Mail and CallPilot The System Administrator determines which interface is assigned to your mailbox Follow the procedures in this guide that apply to the interface you use Some procedures apply to both interfaces To check which mailbox interface you use 1 Press R Follow the voice prompts or the display button options to open your mailbox 2 Check the display to see which interface you use This is the Norstar Voice Mail interface Anew B saved PLAY FEC ACHIH E messages This is the CallPilot interface COMP MBO Ex rr 3 Press to end the session P0993308 02 25 Chapter 3 Using Feature Codes You use Feature Codes to perform Call Center functions on your telephone Feature Codes Feature Codes are assigned during installation This guide shows the default Feature Codes Call 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 182 to record the Custom Feature Codes To
18. skillsets is between is between 41 80 1 50 1 25 1 40 51 100 1 25 1 40 1 50 26 50 P0993308 02 181 Chapter 15 Call Center Programming Record For this programming task see on page Record the Feature Codes used by Call Center Feature Codes 182 Record the line information for lines answered by Call Center Line answering 191 Record the Operator and Business Status settings Operator Business Status 182 Record the number of reserved channels the Primary and General Call Center Secondary Alert times and the Master Client Address properties 182 Record agent ID agent name Priority supervisor status and skillset for each agent Call Center agents 185 Record Control DN skillset name MWI ext Method Break Time and Delay Answer time limit Call Center skillsets 183 Record the Intelligent Overflow Routing parameters for each Intelligent Overflow skillset Routing 184 Record agents assigned to the skillsets Skillset assignments 186 Record the skillset mailbox name skillset mailbox number MWI extension and skillset mailbox password Skillset mailboxes 187 Record the type of step and step parameters for Day and Night Routing Tables Routing Tables 188 Record Caller Input Rules Caller Input Rules 189 Intelligent CLID DNIS Record CLID DNIS Routing Routing 190 Record Line Answering details Line answering 191 Note Make copies of these pages as required
19. the call returns to the skillset to be presented to another agent and the telephone is placed into Auto Busy Mode by Call Center The agent must manually cancel Auto Busy Mode to resume accepting calls Skillset administration If a call comes in on a line 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 call center has long Delay Answer Times longer than about 10 seconds specify to callers that their call is being tracked by Call Center Otherwise it is possible for callers not to understand the long ringback delay and hang up Call 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 greetings that you use to transfer callers to a skillset mailbox you include in the greeting To leave a message in the mailbox pr
20. 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 Call 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 Nortel Networks Call Center Set Up and Operation Guide 198 Glossary Routing Table Routing Tables handle incoming calls for each skillset A Routing Table determines the order of greetings and hold times for callers while they wait to be routed to an available agent Skillset Skillsets previously called queues collect and distributes 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 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 participa
21. 0 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 call center gets very busy You can then ask qualified agents to log on to the busy skillset To monitor skillsets 1 Press 9 0 The skillset display for skillset 1 appears On a one line display Ona two line display telephone To telephone press press or GOTO enter the number of the skillset you want to monitor 2 or SE ILL monitor the next enabled skillset or 6 BJ or 6 or HET go to the next skillset a or PREV go to the previous menu fH go to the next menu cancel the session exit Nortel Networks Call Center Set Up and Operation Guide 168 Chapter 12 Monitoring Call Center call activity An example of monitoring skillsets In the example shown here there are calls waiting in skillset 1 In this situation after
22. 7 8 7 2 8 6 7 Operator Nortel Networks Call Center Set Up and Operation Guide 176 Chapter 14 Troubleshooting Call Center To reset the Operator pas sword using a phone 1 Press Q9 6 6 Set xxx 2 Press 7 J HEXT In this example xxx represents the CDN for skillset 1 Pew 3 Enter 7JBIZIBICIEIZIBIMZIZjJejB RETR Ok Resetoperpswd and press OK Reset Pswd 4 Press WES YES HO Exit 5 The session ends L The Operator password is now reset to BJM Meejejr Operator Resetting the Call Center Ad ministrator password You can reset the Call Center Administrator password if it is lost or forgotten To reset the Call Center A Manager dministrator password using CallPilot For how to reset the Call Center Administrator password refer to Call Center password access on page 20 P0993308 02 Chapter 14 Troubleshooting Call Center 177 Agent problems Agent log on problems If an agent cannot log on at their phone e ensure the agent ID and password match e check to see if the agent is already logged on to a different phone e check to see if a different agent is logged on to this phone Features that logged on agents can use Agents logged on to a skillset must not use theses features Call Transfer Agents can use Transfer to transfer a call to another agent another person such as a subject matter expert or send t
23. Alternate greetings 00 ce eee eee 64 Choosing a Primary or Alternate skillset mailbox greeting 000 66 Recording a Personalized skillset mailbox greeting 0 e eee eee 68 Deleting a Personalized skillset mailbox greeting 00 e ee eee eee 69 Checking skillset mailboxes for messages 0 0 0 cece eee 70 Playing skillset mailbox messages 0 eee eee tenes 71 Retrieving erased Messages 2 eee e ei i beh deed deeb beewee dae b eee dienes 74 Replying 10 Messages oc ceeded de bebe dees ddeor isseire ded eee as 75 Replying to an imemal caller ac nkeid ed Mageeniewusabneeks Erres eee A 75 Replying to an external caller i s 4csc4 sei de anaua 77 P0993308 02 Contents 5 Chapter 7 Off premise Message Notification 000 c cece eee 79 About Off premise Message Notification 0 00 0 e eee eee 79 Assigning an outdial method to a skillset mailbox 00 02000 ee eeee 80 Off premise Message Notification parameters 0200e ee eeee 81 Setting up Off premise Message Notification 0 00 c eee eee 82 About setting up Off premise Message Notification to a pager number 87 Changing Off premise Message Notification aaau eee ee ee 92 Deleting a destination number 2 0 ees 100 Adding a destinaton MMINEE ceeeakcricettieciehepisakasetuseneeewaxas 101 Turning Off premise Message Notification on or off
24. 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 they are taken out of the skillset for this Break Time The agent can extend or cancel the Break Time by using the Not Ready Feature Code CCR See Custom Call Routing Nortel Networks Call Center Set Up and Operation Guide 194 Glossary CDN See Control Directory Number Call Center Call Center receives holds and routes calls to agents in a call center call center A call center is a department or a business that uses Nortel Networks Call Center to handle numerous incoming calls A call center typically employs several agents to answer calls Call Center Administrator The Call Center Administrator sets up and manages the day to day operation of a call center The Call Center Administrator monitors the overall performance of the call center and balances the staffing according to call traffic demands Call Forward All Calls This feature forwards all calls from a phone to another extension number For example all calls from a telephone can be forwarded to the CDN of a skillset Call Forward No Answer This feature forwards unanswered calls from a phone 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 This feature forwards all calls from a phone to another extension
25. DNIS box type the DNIS number P0993308 02 Chapter 5 Setting up skillsets 47 If you have Multimedia Call Center enabled and you want to assign routing to Multimedia Call Center calls select the Voice Button check box If you select the Voice Button check box you can enter a CLID ANI number but you must leave the Line box and the DNIS box blank 6 Select the type of routing you want to apply to the call if you want to move the call to another skillset select Move to Skillset and from the Skillset list box select the number of the skillset you want to route the call to if you want to move the call to another skillset and assign it a different priority select Move to Skillset from the Skillset list box select the number of the skillset you want to route the call to from the New Call Priority list box select a priority from 1 20 for the call if you want to change the priority of the call select Change Call Priority Only and from the New Call Priority list box select a priority from 1 20 for the call 7 Click the Submit button Changing a CLID DNIS Route You can change the type of routing that applies to a CLID DNIS call If you want to change the type of call the routing applies to you must create a new route in the CLID DNIS Routing Table To change a CLID DNIS Route Start CallPilot Manager Click the Call Center heading Click the CLID DNIS Routing Table link The Intelligent CLID DNIS Routing page app
26. ERC 338 Website http www nortelnetworks com support email naitas nortelnetworks com Presales Support CSAN Telephone 1 800 4NORTEL 1 800 466 7835 Use Express Routing Code ERC 1063 EMEA Europe Middle East Africa Technical Support CTAS Telephone 00800 800 89009 Fax 44 191 555 7980 email emeahelp nortelnetworks com CALA Caribbean amp Latin America Technical Support Telephone 1 954 858 7777 email csrmgmt nortelnetworks com APAC Asia Pacific Technical Support Telephone 61 388664627 Fax 61 388664644 email asia_support nortelnetworks com P0993308 02 17 Chapter 2 About setting up Call Center You can set up Call Center using a display telephone on your phone system or using the web based CallPilot Manager on a web browser from a computer on your network For some Call Center tasks such as initializing skillset mailboxes you must use a phone If you use Basic Call Center on CallPilot 150 you can do many Call Center tasks from a phone Refer to the CallPilot 150 Call Center Telephone Administration Guide for more information Using CallPilot Manager to set up Call Center CallPilot Manager operates on a CallPilot 150 or Business Communications Manager 3 0 system You access CallPilot Manager on a web browser from a computer on your network System requirements Before you use CallPilot Manager your Business Communications Manager 3 0 or CallPilot 15
27. Fax Properties in the right frame System timeout A CallPilot Manager session times out after 10 minutes of inactivity This is a security feature that prevents unauthorized access to the system If your session times out the login page appears and a message that says that the session has expired You must log on to continue programming Call Center If the system times out while you are working on a page any settings that you have not entered on the system by pressing the Submit button are not entered Nortel Networks Call Center Set Up and Operation Guide 20 Chapter 2 About setting up Call Center Call Center password access If you want to limit access to CallPilot Manager you can create or change a Call Center Administrator password that limits CallPilot Manager access to just the Call Center settings To create a Call Center Administrator password 1 Start CallPilot Manager Click the Configuration heading Click the Access Passwords link The Access Passwords page appears Access Passwords Call Center Administration p Confirmation Submit Cancel In the Call Center Administration box enter the Call Center Administrator password The password must be from four to eight numbers long and cannot start with zero In the Confirmation box enter the Call Center Administrator password Click the Submit button The Call Center Administrator can log on using this password a nalinis Adminis
28. Guide 110 Chapter 9 Setting up Routing Tables 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 e moves to another skillset where the call loses its conditions becomes part of the new skillset and hears the new 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 skillset 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
29. Input Routing option select None Click the Submit button The Greeting step appears as step 1 in the Day Routing Table list Click the Insert link for the End step The Routing Step page appears 10 Click the Distribute for option Nortel Networks Call Center Set Up and Operation Guide 136 Chapter 9 Setting up Routing Tables 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 In the Distribute for box enter the time 01 00 Click the Submit button The Distribute For step appears as step 2 in the Day Routing Table list Click the Insert link for the End step The Routing Step page appears The Greeting option is selected by default In the Greeting box type 2 At the Intelligent Caller Input Routing option select Basic The Auto Attendant Operator Skillset Mailbox and CCR check boxes are selected by default The default DTMF digits for each destination are shown Click the Submit button The Greeting step appears as step 3 in the Day Routing Table page Click the Insert link for the End step The Routing Step page appears Select the Distribute for option The default time of 00 30 is shown in the Distribute for box Click the Submit button The Distribute for step appears as step 4 in the Day Routing Table list Click the Insert link for the End step The Routing Step page appears Greeting is selected by default In the Greeting box type 3 At the
30. Intelligent Caller Input Routing option select Basic Clear the Auto Attendant Skillset Mailbox and CCR check boxes so that just the Operator check box is selected Click the Submit button The Greeting step appears as step 6 in the Day Routing Table list Click the Insert link of the End step The Routing Step page appears Select the Goto step option From the Goto step list box select 2 Click the Submit button The Goto step appears as step 6 in the Day Routing Table list Click the Close button to return to the Skillset List page P0993308 02 Chapter 9 Setting up Routing Tables 137 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 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears 4 Click the Night link for Skillset 1 The Night Routing Table page appears 5 Click the Insert link The Routing Step page appears The Greeting option is selected by default In the Greeting box ty
31. P s a a Intelligent Caller Input Routing for Greeting step only None C Basic I Auto Attendant 0 x I Operator 0 amp I Skillset Mailbox 0 E F CCR 0 7 Treefji 7 C Advanced Retries 0 Caller Input Rules Table 1 v Close At the Step Type option select Greeting and enter the greeting number you want to use If you want the caller to listen to the entire message before they transfer to an agent select the Forced Play check box 8 At the Intelligent Caller Input Routing option select how you want callers to be able to transfer their calls e Select None if you do not want callers to be able to transfer their calls e Select Basic if you want callers to be able to transfer to the Automated Attendant operator skillset mailbox or a CCR Tree Select the transfers available to callers Select the Auto Attendant check box if you want callers to be able to transfer to the Automated Attendant By default callers press to transfer to the Automated Attendant You can assign a different dialpad button by selecting a number from the list box Nortel Networks Call Center Set Up and Operation Guide 126 Chapter 9 Setting up Routing Tables Select the Operator check box if you want callers to be able to transfer to the Operator By default callers press 0 to transfer to the Operator You can assign a different dialpad button by selecting a number from the list box Select the Skillse
32. Service Mode Overflow Enable Unconfiqure Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Configure Configure Configure 4 Click the Agents link for the skillset that you want to add agents to The skillset must be configured before the Agents link appears The Assigned Agents page appears Nortel Networks Call Center Set Up and Operation Guide 50 Chapter 5 Setting up skillsets 5 Click the Assign button The Assign Agents page appears with the available agents displayed Assign Agents Skillset 7 Assign ID Name Lj 1 R Munro E 2 CJacksen E 3 G Dresser Priority 107 Submit Cancel Click the Assign check box for each agent that you want to add to the skillset If you use Professional Call Center from the Priority list box select the Priority of the agent 1 is the highest priority 8 Click the Submit button The agent you selected appears on to the Assigned Agents page If you want to assign another agent to this skillset follow steps 5 through 8 9 Click the Close button to return to the Skillset List page P0993308 02 Chapter 5 Setting up skillsets 51 Changing an agent s priority in a skillset If you use Call Center Professional on Business Communications Manager 3 0 agents can have different priorities depending upon
33. Waiting Indicator extension e Method of Call Distribution e Not Ready time e Delay answer time Call Center Routing Tables _ Lists for each skillset e Skillset number e Day Routing Table start time e Night Routing Table start time e Day Routing Table steps e Night Routing Table steps Call Center overflow e Skillset number e Skillset name e Enabled or disabled e Rule e Service Mode e Conditions e Actions Call Center Greetings Lists for each call center greeting e Greeting number e Status whether the greeting is recorded e Skillsets that use the greeting P0993308 02 Chapter 11 Setting up Call Center general properties 159 Call Center Intelligent CLID Line DNIS Routing e CLID ANI number e DNIS number e Action Call Center Intelligent Caller Length of rule Input Routing Tables e Match string e Action To generate the System Configuration Report 1 Start CallPilot Manger Click the Reports heading Click the System Configuration link The System Configuration Report appears It can take several minutes to generate the report System Configuration Print Close VOICEMAIL SYSTEM CONFIGURATION REPORT Date 2001 04 18 System Options Version 4 8 24 Bilingual Y Primary Lang NAEng Alternate Lang CanFre Group Lists Leading Digit 9 Return to AA Touchtone Gate Custom Greeting Voicemail Enabled Y Directorv Enabled Y 4 To print t
34. and the caller makes a selection that routes them to the CDN of the skillset For more information refer to Auto Attendant on page 12 and Custom Call Routing CCR on page 12 e Calls can be forwarded to the CallPilot 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 Business Communications Manager 3 0 Programming Operations Guide or the Norstar System Coordinator Guide Note Agents are restricted in how they can use CFAC CFNA and CFB For more information refer to Features that logged on agents can use on page 177 Nortel Networks Call Center Set Up and Operation Guide 38 Chapter 5 Setting up skillsets Skillset properties Skillset The number between 1 and 50 that is assigned to the skillset 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 You can use B2 DNs on Business Communications Manager systems only if you have upgraded your system to 3 0 If you have a new Business Communications Manager system you cannot use B2 DNs If you use Interactive Voice Response or any other application that uses Auto Assign you must delete any Call Center CDNs before you install the other
35. answers lines 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 Call 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 DN Display Waiting Calls previously known as Queue Status is a Feature Code that you and agents can use to display waiting calls and view real time information 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 of agents logged into the skillset e number of calls waiting e the longest wait time of a call DN is a Directory Number or an extension number Dynamic agent priority On Business Communications Manager 3 0 agents can have a different priority depending upon which skillset they are logged on to For example when an agent is a member of the English skillset their priority can be 1 because they ar
36. browsing does not work with embedded Flash animations If an agent clicks a Flash button the image the agent sees is not displayed to the caller Tell agents that if the page they are sending to the caller contains Flash animations they must tell the caller to display the page by for example clicking the Next button or telling them what item to click on the page to display the next page P0993308 02 Chapter 14 Troubleshooting Call Center 179 Skillset problems Problems enabling skillsets Make sure that skillsets are assigned a valid CDN before you enable them If you cannot enable a skillset make sure you assigned it a valid CDN For information about skillset CDNs refer to Control DN on page 38 Problems changing skillset properties If you cannot change a skillset s properties there are two possible reasons The call center skillset is enabled You must disable the call center skillset before you can change the skillset properties The skillset mailbox has the wrong extension number Refer to Determining a skillset mailbox number on page 58 for how to determine 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 To change a skillset mailbox CDN Start CallPilot Manager Click the Mailbox Administration heading The Mai
37. calls no matter how long the lower priority calls are waiting For an example of using Intelligent Overflow Routing to control call priority see Example 2 on page 112 Delegated access to Call Center You or the System Administrator can create a password to give a supervisor access to Call Center administration Multimedia Call Center If you have Multimedia Call Center enabled agents can have multimedia sessions with callers Callers click an HTML voice button icon to connect to the call center CallPilot Manager CallPilot Manager is a web based interface you can use to administer CallPilot and Call Center Call monitoring Agents can monitor the call activity in the skillsets they are logged on to You and supervisors can monitor the call activity per skillset or on a system wide basis Call Center Reporting You can generate the System Configuration report to view Call Center settings If you have Call Center Reporting enabled you can view real time statistics and comprehensive management information about the day to day performance of your call center Nortel Networks Call Center Set Up and Operation Guide 12 Chapter 1 About Nortel Networks Call Center Using CallPilot call routing with Call Center CallPilot is a versatile business communications tool that you can use to e answer incoming calls e offer callers a selection of options to route their calls or access informatio
38. e B 6 or HEST to view the next skillset to exit 6 The session ends when you press or CC Note Remember to manually choose the Day Routing Table or the Auto Service Mode when your business returns to regular hours P0993308 02 Chapter 9 Setting up Routing Tables 135 Example of a Day Routing Table To set up the routing table steps is 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 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List link appears Click the Day link for Skillset 1 The Day Routing Table page appears Click the Insert link The Routing Step page appears Greeting 1 is assigned by default Select the Forced Play check box At the Intelligent Caller
39. in skillset 1 for 2 minutes and 30 seconds and if there Day 04 30 and No Agents Skillset Mailbox 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 P0993308 02 Chapter 9 Setting up Routing Tables 115 Example 6 In this example calls to the call 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 call transfers to the skillset mailbox In this example the Call Center Administrator inserts two rules The Call 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 call center go to skillset
40. mailbox a CCR Tree the Automated Attendant or an operator Least Busy Least Busy previously called 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 indicators on a phone next to the memory buttons 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 phone display as Message for you when there are new messages P0993308 02 Glossary 197 Message Waiting Indication extension MWI extension or MWI DN For each skillset mailbox you can assign a phone as the designated MWI extension The Message Waiting Indication extension is an optional phone number that indicates when a skillset mailbox has messages waiting The MWI extension that you assign shows Message for you on the phone display when there are new messages in the skillset mailbox Method of Call Distribution Method 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
41. 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 P0993308 02 Chapter 6 Setting up skillset mailboxes 75 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 75 e To reply to an internal caller CallPilot on page 76 Replying to an internal caller If you use and you want to use Norstar Voice Mail reply to the caller s CALL to transfer to the internal caller s extension extension leave a message in the MSG to record and send a reply to the internal callers caller s mailbox mailbox CallPilot reply to the caller s Call Sender Q to transfer to the internal caller s extension extension leave a message in the keela 7 to record and send a reply to the caller s mailbox internal caller s mailbox To reply to an internal caller Norstar Voice Mail 1 Press eJeJEJ Follow the voice prompts or the display button options to open the skillset mailbox 1 new saved 2 Press PLAY or PLAY FEC AGMIH
42. number from 0 to 12 9 Click the Submit button Nortel Networks Call Center Set Up and Operation Guide 152 Chapter 10 Line administration Setting the Answer Lines status The Answer Lines status determines whether Call Center answers the assigned lines If the Answer Line status is set to Yes Call Center answers the lines assigned as Call Center and CallPilot answers the lines assigned as AA If the Answer Line status is set to No neither Call Center nor CallPilot answers lines To set the Answer Lines status Pswd 1 Press eje I Z RETRY nl Enter the Operator password and then press OK Choose option 2 Press OFER OPER HOCE Atdt avail H 3 Press HEXT CHHG HEAT Business open H 4 Press HEST CHHG HEAT Answer lines H 5 Press CHHG EHHG NEAT If you set Answer Lines to N the display shows Disabling If you set Answer Lines to Y the display shows Enabling 6 Press to end the session P0993308 02 153 Chapter 11 Setting up Call Center general properties Setting up Call Center includes assigning the language and setting up general Call Center properties You can generate a System Configuration Report to see a snapshot of your Call Center settings You can enable Software Authorization Codes if you want to increase the number of agents at your call center or enhance your call center with options such as Multimedia Call Center Assigning the C
43. open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press MOTIF or to open the Off premise Message Notification menu e Gotostep3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Msa notify 3 Press ADMIH or 1 to set up Off premise Message Notification ADMIN SELECT Destination 4 Press FHOHE or i to choose a destination phone number PHOWE EXT PAGER Phi 5 Enter the destination phone number and press OK or The RETRY a destination phone number cannot be longer than 30 digits lt x 6 Press OF or to accept the destination phone number ADL Ok 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 Ea hkm 7 Enter the start time for Off premise Message Notification This is a RETRY ox four digit field Any single digit hour and minute must be preceded by a zero start timet 8 Press AM or RETR AM FH or FH or B Nortel Networks Call Center Set Up and Operation Guide 90 Chapter 7 Off premise Message Notification start timer 9 RETRY Ok Stor hhrmms 10 RETRY Ok stor Line 11 RETRY AM PM stor time 12 RETRY Ok More dest 13 W
44. 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 Nortel Networks Call Center Set Up and Operation Guide 60 Chapter 6 Setting up skillset mailboxes 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 skillset mailbox Norstar Voice Mail 1 Press R 2 Enter the skillset mailbox password and press OK or or if you are at another extension or if you are using a Guest mailbox press OTHF or to display the Loa prompt When this prompt appears enter the skillset mailbox number and password Psu OTHE RETRY OK After you open the skillset mailbox the telephone display shows 1 new 1 saved how many new and saved messages are in the mailbox PLAY REC aor To open a skillset mailbox CallPilot 1 Press R Mbox 2 Press RETR Ok or if you are at another extension enter the skillset mailbox number and then press OK or Psd 3 Enter the skillset mailbox password and press QK or J RETR Ok P0993308 02 Chapter 6 Setting up skillset mailboxes 61 Opening a skillset mailbox remotely To open a skillset mailbox from an outside telephone If a skillset mailbox is a Mailbox node in a CCR Tree press the one digit number and you automatically transfer t
45. the Break Time that the Call Center Administrator programmed for you You must press 9 0 6 again to activate the Not Ready feature If you press 9 0 and Agent active appears the Not Ready feature was on and you canceled it Press 9 0 8 again to activate Not Ready 2 When you are ready to take calls again cancel the Not Ready feature by pressing e 0J6 If Hot read a appears press 9 0 6 again Not Ready is automatically enabled if you do not answer your telephone and if this option is configured in Call 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 If the indicator is off Not Ready is off e If the indicator is on Not Ready is on e If the indicator is flashing the Break Time feature is on For how to program a memory button refer to Programming a memory button with a Feature Code on page 26 Nortel Networks Call Center Set Up and Operation Guide 170 Chapter 12 Monitoring Call Center call activity Logging off Log off when you complete your shift or will be away from your telephone for an extended period 1 From the display that shows your name on the top line press OUT The date and time display appears If QUT does not appear you are not logged on to any skillsets Cha
46. 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 rule applies if there are agents logged on to the skillset Note You can select both conditions within the same rule gt P0993308 02 Chapter 9 Setting up Routing Tables 111 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 e moving the call to a new skillset The caller hears the greetings for the new skillset e overflowing the call to
47. to delete an agent from Call Center refer to Deleting an agent on page 34 If you want to log an agent off refer to Logging an agent off on page 35 To unassign an agent from a skillset Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears 4 Click the Agents link for the skillset you want to unassign an agent from The Assigned Agents page appears 5 Click the Unassign link for the agent you want to remove A message appears that asks you to confirm your request to unassign the agent Note If the agent you are unassigning is logged on a message appears that says the agent is logged on and asks you to force the agent off or ask them to log off To unassign the agent click the OK button NORTEL __ NETWORKS Maln Logout Help Assigned Agents ID Name Priority Commands 2 vb2 10 Change Unassign Microsoft Internet Explorer x jq Unassigned agent s still logged in to this skillset and will continue to receive calls Either Force OFf the agent s or ask the agent s to log out of this skillset 6 Click the OK button The agent is removed from the Assigned Agents page 7 Click the Close button to return to the Skillset List page P0993308 02 Chapter 5 Setting up skillsets 53 Viewing agents in a skillset 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page
48. 0 system must be configured and Call Center must be enabled For how to enable software authorization codes for Call Center refer to Enabling Software Authorization Codes on page 160 Computer requirements The computer you use to run CallPilot Manager must have e Windows 95 or later with P133 or later CPU or compatible e 64 MB RAM 10 MB disk space e Minimum screen resolution of 1024 X 768 pixels Browser requirements To use CallPilot Manager you must have e Java Virtual Machine 5 0 build 5 0 0 3188 or later e either Microsoft Internet Explorer 4 0 or later or Netscape Communicator 4 0 5 or later but not Netscape 6 0 If you use Netscape Communicator set these parameters e Enable Java on e Cached document comparison every time e If you use Netscape Communicator version 4 77 and not all the Call Center settings shown in this guide appear in your browser refresh the browser by clicking the View menu and clicking Reload If you still cannot view the settings upgrade your browser If you use Microsoft Internet Explorer set the following parameters e Check for newer versions every visit to the page e Java JIT compiler enabled on For more information about these settings refer to your web browser online Help Nortel Networks Call Center Set Up and Operation Guide 18 Chapter 2 About setting up Call Center To start CallPilot Manager on Business Communications Manager 3 0 1 Point your web brows
49. 08 02 163 Chapter 12 Monitoring Call Center call activity Monitoring call activity There are two ways that you can monitor call activity at your call center e Monitoring agent calls with Silent Monitor on page 163 e Monitoring skillsets on page 167 You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring e Display calls waiting in skillsets eJoJEJ e Monitor agent calls RJO For how to program a memory button refer to Programming a memory button with a Feature Code on page 26 For information about monitoring capacities refer to A comparison of Basic and Professional Call Center on page 13 Monitoring agent calls with Silent Monitor You monitor calls as a Silent Monitor when you monitor calls 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 Note While you monitor an agent s calls you monitor all of their calls This includes their personal calls and if they access their voicemail 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 Use J 0 4 to log on to Call Center and the skillsets you are assigned to and to mon
50. 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 Call 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 skillset 2 if the call is not answered within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1 Nortel Networks Call Center Set Up and Operation Guide 116 Chapter 9 Setting up Routing Tables Example 8 In this example calls to the call center are answered by skillset 1 the company s sales skillset If a call is not answered within 10 seconds it overflows to skillsets 2 3 and 4 If the call is not answered within an additional 20 seconds the call goes to the skillset 1 mailbox The Call Center Administrator creates two rules In the first rule the Call 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 3 and 4 In the second rule the Call Center Administrator
51. 22 Transfer 122 P0993308 02 Index 203 Routing Table about 109 Routing DID 43 S Saving messages 72 Secondary alert 155 Service Mode skillset 110 Setting up general Call Center parameters 157 general parameters 153 Off premise Message Notification to a pager number 87 to a telephone number 82 to an extension number 85 skillset parameters 41 Silent Monitor 53 163 Skillset 24 Hour Service mode 110 about 37 assigning agents 49 assigning hours of operation 131 Break Time 40 Control DNs 38 Day mode 110 default mode 110 Delay Answer 40 disabling 55 DNs 38 enabling 54 179 how calls are received 37 how lines are answered 37 language preference 40 maximum greeting length 173 Message Waiting Indication extension 40 Method of Call Distribution 40 MWIDN 40 name 39 198 night mode 110 problems changing general parameters 179 problems enabling 179 properties 38 Service Mode 110 setting up 37 start and end times 14 unconfiguring 56 viewing agents in 53 Skillset mailbox about 57 changing password 62 checking for messages 70 Class of Service 57 determining MWI extension 27 determining number 27 greeting example 64 68 initializing 59 leaving amessagein 172 174 listening to messages 70 Message Waiting Indication extension 58 messages 70 messages waiting 197 number 38 57 58 opening 60 opening remotely 61 password 59 62 password changing 62 resetting password 63 retrieving messages
52. 70 setting up 57 tips 172 174 Skillset parameters Control Directory Number CDN 38 Delay answer 195 Message Waiting Indication extension 197 Method of Call Distribution 197 setting up 41 Skillset name 198 Skillset attendant extension 40 Skipping forward in messages 72 73 Skipping forward to end of messages 71 Software Authorization Codes 160 Steps Routing Table 122 Supervisor functionality 13 System Administrator Feature Codes 27 T Table Routing Table 109 Telephone line display 21 system timeout 21 Time Primary alert time limit 155 Secondary alert 155 Timeout CallPilot Manager 19 telephone 21 Tips agent administration 171 Call Center general parameters 172 configuration limits 15 180 recording call center greetings 171 Routing Table administration 172 skillset administration 171 skillset mailbox 172 174 Nortel Networks Call Center Set Up and Operation Guide 204 Index Transfer 177 to Auto Attendant 10 toCCR 10 to Operator 10 to skillset mailbox 10 Transfer Allowed enabled 123 Troubleshooting agent log on problems 177 call processing problems 15 180 cannot change the Call Center Skillset Parameters 179 enabling a skillset 179 skillset settings 17 179 slow call processing 15 180 unpredictable call processing 15 180 Two line display telephone using 21 U Unassigning agents 52 Unconfiguring a skillset 56 Using Intelligent Overflow 110 V Viewing agents in a skillset 53
53. 9 There are six possible Service Modes The skillset uses the Automatic Service Mode You must configure both the Day and Night Auto Routing Tables before you can assign the Auto Service Mode to the skillset Day The skillset uses the Auto Service mode and the Day Routing Table You must configure the Day Routing Table before you can assign the Auto 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 Auto 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 a 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 Call Center will recognize the Service Mode as Day Afterwards if you and add a Night Routing Table Call Center still recognizes the Service Mode as Day You must set the Service Mode to Auto to get Call Center to function in the Auto Service Mode To set the Service Mode for a skillset ES 1 Press Q eje Geils Ok Enter the default Operator password 6 7 8 7 2 J6 7 O
54. Agent ID number in the Agent ID box type the new Agent ID In the Name box type the name of the agent Do not use the same first seven characters for an agent name For more information about agent names refer to Name on page 29 Select the Supervisor check box if you want to give the agent supervisor functionality The default is not selected Select the Automatic Answer check box if you want calls to be force delivered to the agent The default is not selected From the Missed Call Option list box select Make Not Ready Return to Skillset or Automatic Logout From the Accepted Call Types list box select Voice Voice Button or Both If you do not have Multimedia Call Center enabled Accepted Call Types does not appear If you use Basic Call Center from the Priority list box select a priority for the agent Click the Submit button Nortel Networks Call Center Set Up and Operation Guide 32 Chapter 4 Setting up Call Center agents Adding more than one agent You can save time by adding more than one agent at a time When you add multiple agents the agents have the default agent name and parameters You can use the table Call Center agents on page 185 to record the agents you add To add more than one agent 1 2 3 10 11 Start CallPilot Manager Click the Call Center heading Click the Add Many Agents link The Add Many Agents page appears Add Many Agents ID Range From 4 Supervisor
55. C CHOOSE CFD Use 3reet ingi PRIME ALT QUIT Press R 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 AGMIH or e Press GREET or e Goto 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 P0993308 02 Chapter 6 Setting up skillset mailboxes 67 eae mest 6 If you choose the Alternate mailbox greeting you are asked EHHG x 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 Nortel Networks Call Center Set Up and Operation Guide 68 Chapter 6 Setting up skillset mailboxes Recording a Personalized skillset mailbox greeting If your call center subscribes to Caller ID you can record a maximum of three Personalized greetings for each skillset mailbox For Personalized skillset mailbox greetings you program Call 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 mailbo
56. CHHG OTHE HEAT e ea ADMIM SELECT 1 Press R 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 MOTIF or to open the Off premise Message Notification menu e Gotostep3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIH 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 DEL 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 OTHF and repeat steps 4 and 5 Press to end the session P0993308 02 Chapter 7 Off premise Message Notification 101 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 To add a destination number Mea notify ACMI SELECT Hotifens CHHG MEST More dest YES HO Hotifye none SETUP NEXT 1
57. 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 toa new skillset it does not remain queued at the original skillset destination Example 4 In this example calls to the call center go to skillset 1 which 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 Call Center Administrator creates two rules In the first rule the Call 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 Call 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 Skills
58. ES HO Hotifee none 14 SETUP HET Destination 15 LPHOME EXT PAGER Pager 16 RETRY Ok di 17 ALC Ok Showa 18 CHHG HEMT Hotifve Fager 19 CHHG OTHE HET Hotifs 3 none 20 SETUP HET Press OF 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 Press AM or or PH or B Press OF or to accept the stop time Press YES or to set up another destination number Press SETUF to set up another destination number Press PAGER or to select a pager number destination Enter the destination pager number and press OK or J Press OF 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 OF or Press MET 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 press CHHG or 1 to change the pager message The combined limit is 30 characters for the pager phone number and the pager message The display shows that the second destination is a pager Press HEST or to continue Press HEST or to continue or
59. Feature Codes used by Call Center agents and supervisors on page 28 Nortel Networks Call Center Set Up and Operation Guide 28 Chapter 3 Using Feature Codes Feature Codes used by Call Center agents and supervisors If you have Custom Feature Codes record them in the table Feature Codes on page 182 Agent Feature Codes For more information on Agent Feature Codes refer to the Nortel Networks Call Center Agent Guide For more information on Feature Codes used by supervisors refer to the Feature Codes used by the Call Center Administrator on page 27 Agents use this Feature Code To Open Mailbox eJ access messages in a skillset mailbox Log on Log off Monitor skillsets log on when they are in the office view the status of the skillsets they are logged on to Agents can Ce program a memory button with the Log on Log off Feature Code The aia 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 155 Not Ready e activate or cancel the Not Ready feature on their telephone If the eoJ work resulting from a call requires extra time to complete an agent can use the Not Ready Feature Code to prevent Call Center from routing another call to them If an agent makes a phone call or if a supervisor is monitoring a call they first use the Not Ready Feature Code to activate the N
60. In the Keycode box type the number of the software authorization code for the option you want to install Click the Save button If you enable the software authorization code for Call Center or Professional Call Center you must reboot your system by following steps 12 through 14 If you enabled any other software authorization codes you do not have to reboot your system Choose System in the navigation tree The Logoff menu is enabled On the Logoff menu click Reboot A message appears that asks you to confirm your request to reboot Click the Yes button to reboot P0993308 02 Chapter 11 Setting up Call Center general properties 161 To enable a software authorization code for CallPilot 150 1 Start CallPilot Manager Click the Configuration heading Click the Installed Options link The Installed Options page appears In the Keycode boxes type the software authorization code for the option you want to install Click the Add button The option you installed appears in the Installed Options list If you enable the software authorization code for Call Center or Professional Call Center you must reboot your system by performing step 7 If you enabled any other software authorization codes you do not have to reboot your system Reboot your system by removing and then reapplying power Nortel Networks Call Center Set Up and Operation Guide 162 Chapter 11 Setting up Call Center general properties P09933
61. Part No P0993308 02 Nortel Networks Call Center Set Up and Operation Guide RTEL NETWORKS Nortel Networks Call Center Set Up and Operation Guide Copyright 2002 Nortel Networks All rights reserved 2002 The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks NA Inc The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license The software license agreement is included in this document Trademarks NORTEL NETWORKS is a trademark of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners P0993308 02 Contents Chapter 1 About Nortel Networks Call Center 0 200 e eee eee eee eee 9 Professional and Basic Call Center 00 00 00 cece eee 9 Call Center features 2202 teens degdere sense near be Rhe deadenns ee dediaeededs 10 Using CallPilot call routing with Call Center 0 0 00 eee 12 PUIGAUCNOAN s2ccccn
62. Sessions cic cscicecaceceee eee ee Sagi rtean rr esaera 166 MORON ShIIEGIS ccaccuep eueg eeddgewet CR e hee ug asare 167 TO NOHO SE See nab Sle he eresee eRe reese ee ead es 167 An example of monitoring skillsets 0 0 2 0 c eee eee ees 168 Using a memory button to monitor calls waiting in skillsets 168 Taking some Not Ready lime c6csees case denn ek ead Ped M ae eee ed 169 Ueno Nor ROAY acscccascoeeceeheedeantbe tong peewee eet a adds 169 Programming Not Ready toa memory button 0 0 00 2 eee ee eee 169 LOANS OT 230 608 Wen dada d ee hay a eR RE a a HER hh Bd Iie a hap e Gie ded 170 Changing your supervisor password 0000 cee eee eee ees 170 P0993308 02 Contents 7 Chapter 13 Tips for operating Call Center 0 000 eee eee 171 Agot AUMINI SN AUOM ce ein ad geet hae ddd etn a abi a Wee ddd 171 Skillset BUMS SHON 3 5 5 5 4 04 kiipesi SES ROR 24 Sao REESE BRE TRAE 171 Call Center QISGUNES ip caccctawvate se ceiebaveiaeeeced acts deewade eae 171 Routing Table administration 2 245 6686s 6euse0 44 bebe web ee eee es wee eee 172 Call Center general parameters 0 000 ce ees 172 How to calculate the longest time a caller can be onhold 173 Tips to improve the efficiency of Call Center 0 0 0 eee eee eee 174 Chapter 14 Troubleshooting Call Center 00 ce eee eee 175 Gee PossWONls ATAN r eed eee Re dG T RMS PR Mae RS 175 Resetting the Opera
63. WI extension Method Least Busy or Preferred Least Busy Enter as mm ss minimum 00 min 00 sec Break Time maximum 59 min 59 sec 00 30 Enter as mm ss minimum 00 min 01 sec Delay answer maximum 10 min 00 sec 00 00 Skillset Rules Default Skillset parameter Skillset name Maximum 16 characters SKILLn Extension cannot be used by Control DN CDN another telephone or peripheral MWI extension Method Least Busy or Preferred Least Busy Enter as mm ss minimum 00 min 00 sec Break Time maximum 59 min 59 sec 00 30 Enter as mm ss minimum 00 min 01 sec Delay answer maximum 10 min 00 sec 00 00 Nortel Networks Call Center Set Up and Operation Guide 184 Chapter 15 Call Center Programming Record Intelligent Overflow Routing Skillset Service Mode circle one Conditions Destination Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset __ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents no
64. a telephone or peripheral A B2 extension is a spare extension e All other buses have only B1 extensions They do not have B2 extensions no matter what mode the Business Communications Manager 3 0 is in e Both B1 and B2 extensions can answer external calls e Both B1 and B2 extensions can have external calls transferred to them by a third person e B1 extensions allow a set to be CFB or CFNA to them B2 extensions do not support CFB or CFNA Therefore a skillset that uses a B2 CDN cannot have calls forwarded to it from telephone programming e B2 CDNs cannot be used as a prime set for target lines For information about determining available B1 and B2 extensions on buses 6 and 7 when you use Partial Double Density mode refer to the Business Communications Manager 3 0 Programming Operations Guide Name The skillset name is displayed e on Call 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 LLn where n is the skillset number The name for each skillset is the same as the skillset mailbox name Nortel Networks Call Center Set Up and Operation Guide 40 Chapter5 Setting up skillsets Method of Call Distribution MWI DN The Message Waiting Indication extension is an optional phone number Message Waiting Indication that indicates that a skillset
65. able The table A comparison of Basic and Professional Call Center on page 13 shows the differences between them You can use Basic Call Center on a CallPilot 150 system You can use Basic or Professional Call Center on a Business Communications Manager 3 0 system Nortel Networks Call Center Set Up and Operation Guide 10 Chapter 1 About Nortel Networks Call Center Call Center features Call Center has many features that give your call center advanced and flexible call handling Intelligent Routing Intelligent Routing gives you advanced methods for routing calls through your call center How calls are directed is based on various input conditions Intelligent CLID DNIS Routing e is the ability to route calls according to CLID ANI DNIS ISDN Calling Number e is applied when calls first enter the Call Center e is available if you use Professional Call Center Intelligent Caller Input Routing Basic e is the ability to route calls to the Auto Attendant a Custom Call Routing CCR Tree the operator or a skillset mailbox e routing is applied when the caller presses a telephone button in response to instructions played in a greeting Intelligent Caller Input Routing Advanced e includes the Basic capabilities plus the ability to create rules that route calls to other skillsets and locations depending on the caller input e is available if you use Professional Call Center e lets you change the priority of the cal
66. ading 3 Click the Agent List link The Agent List page appears 4 Click the Change link for the agent you want to change The Change Agent page appears 5 Change the properties that you want to change for the agent 6 Click the Submit button Repeat steps 4 and 5 for each agent you want to change Note If the agent you are changing is logged on they must log off and log back on again for the change to take effect Resetting an agent s password If an agent forgets their password you can reset the password back to the default value 0000 After you reset the password the agent must change their password the next time they log on To reset an agent s password 1 Log on to CallPilot Manager 2 Click the Call Center heading 3 Click the Agent List link The Agent List page appears 4 Click the Reset Password link for the agent whose password you want to reset A message appears that asks you to confirm the request to reset the password 5 Click the OK button A message appears that the agent s password is reset The agent password is set to 0000 6 Click the OK button Nortel Networks Call Center Set Up and Operation Guide 34 Chapter 4 Setting up Call Center agents Deleting an agent Deleting an agent removes the agent from Call Center The agent is removed from the Agent List and all the skillsets they are assigned to If you want to remove an agent from a skillset refer to Unassiging an age
67. age Press OK or 12 Press to end the session Nortel Networks Call Center Set Up and Operation Guide 98 Chapter 7 Off premise Message Notification To change the destination from phone or extension to pager Mea notify ADMIN SELECT Hobifure EHHG HEST Destination PHOHE EXT PAGER Pager RETRY Ok EE ACE DE Press R 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 MOTIF or to open the Off premise Message Notification menu e Gotostep3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIH 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 OF 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 P0993308 02 Chapter 7 Off premise Mess
68. age Notification 99 Show exe gt CHHG HEST Motifs Fager 9 CHHG HEST More dest VES HO Med Lure new CHHG Ok Med notify ADMIN SELECT 10 12 Press MET 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 press CHHG or 1_ to change the pager message The combined limit is 30 characters for the pager phone number and the pager message The display shows notification is set up to a pager Press HET or to continue Press YES 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 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 to end the session Nortel Networks Call Center Set Up and Operation Guide 100 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 Meg notify ADMIM SELECT Hotifal s CHHG OTHE HEAT Motif 1i DEL IHS AJIT Hotifal s
69. agent with the highest priority the best qualified agent Not Ready Not Ready previously known as Make Busy 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 On Business Communications Manager 3 0 Professional agents can have dynamic agent priority 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 Make Not Ready Return to Skillset Make Not Ready Return to Skillset previously known as Auto Make Busy is an agent 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
70. all Center language The languages available for Call Center are the languages that are available for CallPilot If you change the Call Center language you also change the CallPilot language To assign the Call Center language 1 Start CallPilot Manager Click the Configuration heading Click the System Properties link The System Properties page appears System Properties Ww o Voice Mail Version Max Outcalling Channels Enable Voice Mail Enable Group List Group List Leading Digit Enable External Initialization Make Directory Available Enable General Delivery Mailbox Enable Redirect DN onogwoF as Enable Bilingual Primary Language English North American Alternate Language English North American Canadian Pronunciation I for North American English only Directory Search By Last Name Enable CallPilot User Interface Name Prefix giak Special Prefix z k 4 Primary UI Style Submit Cancel Nortel Networks Call Center Set Up and Operation Guide 154 Chapter 11 Setting up Call Center general properties 4 Ifyou want to use a Primary and an Alternate language select the Enable Bilingual check box If you clear this check box alternate language prompts are not available Disabling bilingual operation affects e language designations for Automated Attendant greetings e voice prompt selections for callers who use the Automated Attendant voice pro
71. ancel To enable the Primary Alert select the Primary Alert check box and enter the Primary Alert time To enable the Secondary Alert select the Secondary Alert check box and enter the Secondary Alert time The Secondary Alert time must be greater than the Primary Alert time If you use Call Center Reporting in the Master Client Address box type the host name or IP address of the computer running the Call Center Reporting Master Client The Master Client Address box is available only if you use Call Center Reporting From the Reserved Channels list box select the number of voice channels you want to reserve for Call Center Click the Submit button Nortel Networks Call Center Set Up and Operation Guide 158 Chapter 11 Setting up Call Center general properties System Configuration Report The System Configuration Report includes information about Call Center configuration The Call Center information in the System Configuration Report Call Center Parameters Lists the current Call Center general parameters Voice Button Properties e whether Voice Button Multimedia Call Center is enabled or disabled e Server Address e Server Port Call Center agents Lists for each agent e Agent ID e Agent name e Priority e Skillsets assigned e Automatic answer e Call type e Missed call e Supervisor status Call Center skillsets Lists for each skillset e Skillset ID e Skillset Name e Control DN e Message
72. appears 4 Click the Agents link for the skillset you want to view The agents who are assigned to the skillset appear on the Assigned Agents page 5 Click the Close button to return to the Skillset List page Note For information about monitoring agents and skillsets refer to Monitoring Call Center call activity on page 163 Nortel Networks Call Center Set Up and Operation Guide 54 Chapter 5 Setting up skillsets Enabling a skillset After you set up a skillset the skillset is disabled until you enable it Before you can enable a skillset you must set up the skillset with a valid Control DN For information refer to Setting up or changing a skillset on page 41 initialize the skillset mailbox For information refer to Initializing a skillset mailbox on page 59 record skillset mailbox greetings For information refer to Recording skillset mailbox greetings on page 64 set up the Day and Night Routing Tables For information refer to Example of a Day Routing Table on page 135 To enable a skillset 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Enable link for the skillset to you want to enable On the Skillset List page in the Status column the skillset changes from Disabled to Enabled A message appears that says what Service Mode the skillset is in Note After you enable a skill
73. applications After you install the applications you must set up the Call Center CDNs again When you assign a CDN to a skillset e If you use Business Communications Manager do not program any new skillsets to use DNs that reside on ports 01xx or 08xx or 07xx if you use a 5 3 split system Neither Call Center nor other system components including the core are guaranteed to be robust with this configuration This does not apply to you if you use a CallPilot 100 150 system e tcan be a B1 extension number that is not connected to any telephone or peripheral e t can be a B2 extension that is not connected to a B2 application e If atelephone or any other device uses the same extension the call center will not answer calls e Ona Business Communications Manager system you can determine the range of B1 extensions by using the Unified Manager The DNs do not have to be physically equipped with a Media Bay Module 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 CDN used by Call Center e Do not assign IP telephones to the DN used by Call Center The user does not receive an error message if this happens even though IP telephones usually warn a user if there are conflicting telephone DNs Therefore ask your System Administrator for a list of the CDNs that are used by Call Center
74. ble page appears Click the Insert link for the step you want to add a Goto step to The Routing Step page appears Click the Goto Step option From the Goto Step list box select the number of the Routing Table step you want to send callers to Click the Submit button The Goto step appears in the Routing Table list Click the Close button to return to the Skillset List page P0993308 02 Chapter 9 Setting up Routing Tables 129 Adding a Transfer step 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Day or the Night link for the skillset you want to add a Transfer step to The Day or the Night Routing Table page appears Click the Insert link for the step you want to add a Transfer step to The Routing Step page appears Select where you want to transfer the call to e if you want to transfer the call to an extension select Transfer to Extension and enter the extension e if you want to transfer the call to a mailbox select Transfer to mailbox and enter the mailbox number e if you want to transfer the call to an external number select Transfer to external and enter the external number from the Outdial Method list box select Line Pool or Route if you select Line or Pool in the Line Pool box enter the line or line pool number e if you want to transfer the call to the Automated Attendant select Transfer to Auto At
75. box is created and that you must initialize it before you enable the skillset For how to initialize a mailbox refer to Initializing a skillset mailbox on page 59 Click the OK button P0993308 02 Chapter 5 Setting up skillsets 43 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 3 0 1 In Unified Manager set up a DID target line For information about setting up a DID target line refer to the Business Communications Manager 3 0 Programming Operations Guide 2 In CallPilot Manager configure the target line number to be answered by Call Center For information about configuring lines refer to Configuring lines on page 149 To set up DID routing for CallPilot 150 1 From a Norstar phone set up a DID target line For information about setting up a DID target line refer to the Norstar System Coordinator Guide 2 In CallPilot Manager configure the target line number to be answered by Call Center For information about configuring lines refer to Configuring lines on page 149 Nortel Networks Call Center Set Up and Operation Guide 44 Chapter5 Setting up skillsets Setting up CLID DNIS Routin
76. button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press MOTIF or to open the Off premise Message Notification menu e Gotostep3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to 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 P0993308 02 103 Chapter 8 Recording Call Center Greetings About Call Center greetings Call 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 include information in your greetings such as your hours of service a request for callers to have their account number ready how to leave a message an announcement of a sale product lists upcoming special events The table A comparison of Basic and Professional Call Center on page 13 shows how many greetings you can record depending on which Call Center you use Types of Call Center greetings You can record different types of greetings for Call Center Before you record your greeting determine what information the greeting includes When you prepa
77. can record skillset properties in the table Call Center skillsets on page 183 Note Before you can change a skillset you must disable the skillset and wait until there are no calls in the skillset You cannot change a skillset while it is in use To set up or change a skillset 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Skillset List Skillset Name Status Commands 1 Documentation Enabled Properties Agents Day Night ServiceMode Overflow Disable Testing Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Alt Lang Testing Disabled Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Calgary Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Ottawa Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Santa Clara Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Vancouver Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure unused Confiqure unused Configure unused Configure oon Om BF wh o 4 Ifyou want to set up a skillset click the Configure link for the skillset you want to set up or if you want to change a skillset click the Properties link for the skillset you want to change The Skillset Properties page appears Skillset Properties Sk
78. ce e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIH or to change Off premise Message Notification The displays a review of 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 PHOME or to choose a phone number destination 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 OF or to accept the destination number or press RETRY or to re enter the number Press HEST 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 P0993308 02 Chapter 7 Off premise Message Notification 97 Startivstart timer HEST CHHG Stor s bor Line CHHG HEST Med tyre snew CHHG DE Meg notify ACMIH SELECT 9 Press EHHG or 1 or press HET or 10 Press CHNG or f1 or press HET or ca ca to change the start time to accept the start time to change the stop time to accept the stop time 11 If you want to change message notification press CHHG or if you want to be notified only when the skillset mailbox receives an urgent mess
79. characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OF 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 FH or B Press OF 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 Press AM or or PH or B Press OK or to accept the stop time Press YES or if you want to set up another destination number or press HO or if you do not want to set up another destination number Press HEST or or press CHNG or 1 to accept the start time that you entered to change the start time Press HEST or or press CHNG or 1 to accept the stop time that you entered to change the stop time Nortel Networks Call Center Set Up and Operation Guide 84 Chapter 7 Off premise Message Notification MEg tare new 16 Press OF or if you want to be notified when the skillset mailbox ee Eas receives a new message or press CHHG or if you want to be notified only when the skillset mailbox receives an urgent message EE notify 17 Press to end the session ADMIN SELECT P0993308 02 Chapter 7 Off premise Message Notification 85 To set up Off pr
80. d Voice Recorded Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Not Recorded Nortel Networks Call Center Set Up and Operation Guide 106 Chapter 8 Recording Call Center Greetings 4 Click the Voice link for the number of the greeting you want to record The page you can record a greeting from appears If you use CallPilot 150 the import and export options do not appear Call Center Greeting 4 Phone Set Connect To Hang Up Changes to the recording are applied ONLY when the SAVE button is pressed BEFORE hanging up Play Stop Record Import From Browse Send Export Native Encoding Wav Encoding Close Help 5 Inthe Connect to box type the extension number or telephone number you are using to record the greeting For a local extension type the extension number For a telephone number that is not a local extension type the sequence of digits that dial the telephone number from the voicemail system For example you might need to dial 9 the area code and then the telephone number 6 Click the Dial button The telephone rings 7 Pick up the handset Do not use Handsfree Click the Record button After the tone record your greeting After you finish recording click the Stop button To listen to the recording click the Play bu
81. determine the Feature Codes 1 Press Ce 9 J aes Foxx 2 The display shows the name and number of the Log In Log Out HEXT Feature Code xx represents a number between 00 and 99 3 Press HET Reads Mode FS 4 The display shows the name and number of the Ready Mode Feature MEST Code 5 Press HET to see more Feature Codes 6 When the display shows BUIT you have seen all the Feature Codes 7 Press to end the session Nortel Networks Call Center Set Up and Operation Guide 26 Chapter 3 Using Feature Codes Programming a memory button with a Feature Code Each Feature Code can be programmed to a memory button We recommend 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 status of agents For information about how the status appears refer to the Nortel Networks Call Center Agent Guide For information about using programmed memory buttons to monitor call activity refer to Primary and Secondary alert times on page 155 To program a memory button Program Features X Press a button QUIT Feature Code QUIT F L QUIT CLEAR Programmed 1 6 Press BJ Do not lift your handset The display shows Program Features Press a memory button with an LCD
82. e 44 CLID DNIS Routing Table properties ce dikcaeesaicsadeeoeea rouse enaas 45 Changing a CLID DNIS Route wos ucsangecnciccataustivs lt veddesedehs a 47 Assigning an agent to a skillset 22d cwaedaewes ead deeded we neater e ena eeu 49 Dynamic Agent Priority as cce ected e Sites bbe cee keee eia 49 Changing an agent s priority ina skillset 0 0 0 2 eee ee 51 Unassiging an agent from a skillset 2 0 ee 52 Viewing agents ina SKIISSE gt cssrsreecccsscirironereiresri tes Cav eemee ee 53 Enabling ASKIBGE occccccrriser CE ERU NG USLS Ges SHE Mee eee aaia ra 54 Digabling a Snes gt cccece natira kaprer EEr ie eae ee wandeds 55 UnCSniGunihia ASSES cen iindt cde bees eeedo iaciepibidasiaeiaberiaeds 56 Chapter 6 Setting up skillset mailboxes 000 eee eee 57 About SKINREUINGIINOKES scusstdacndaeeue as Gee04es r snit Ades Reni eara 57 Determining a skillset mailbox number 00000 c cece eee 58 Initializing a skillset Mailbox c coco nk chs SGA Dew SE Sede eee oe eeeg da cedd 59 Opening a skillset Mailbox not ooo os oar daked badd Seed Os Re RR eS OEE EEES OS 60 Opening a skillset mailbox remotely 0 0 0 0 0 eee eee eee 61 Skillset mailbox password osi0 ecco ce nent ead dee eeeeeered ede itrenn kis 62 Changing a skillset mailbox password 00 0 c eects 62 Resetting a skillset mailbox password a a sssaaa eee eee 63 Recording skillset mailbox greetings 0 ccc eee eee 64 Examples of Primary and
83. e Do not use any CDNs that are used by Interactive Voice Response as Call Center CDNs P0993308 02 Chapter 5 Setting up skillsets 39 You can use B2 CDNs if e you use a CallPilot 150 platform CallPilot 150 has a B2 DN for every B1 e you use a Business Communications Manager system that has legacy B2 CDNs Your Call Center has legacy B2 CDNs if you have upgraded your system to 3 0 and your Business Communications Manager system is in Partial Double Density mode this is the default mode and the B2s on buses 6 and 7 were configured as CDNs before the upgrade About Partial Double Density mode A B2 extension is a spare extension that exists on buses 6 and 7 only if you have Partial Double Density mode enabled All other buses have only B1 extensions no matter what mode the Business Communications Manager is in Partial Double Density mode is the default setting for Business Communications Manager 3 0 Partial Double Density mode allows compatibility with Companion base stations You can manually change CDNs from B1s to B2s by entering a B1 CDN in the skillset properties If the Business Communications Manager is changed to Full Double Density mode the system will change the B2 CDNs to B1s About using B1 and B2 extensions e We recommend that you use B1 CDNs over B2 CDNs B1 CDNs have better functionality than B2 CDNs e A B1 extension number is the extension number that you dial to call
84. e Submit button To change a Caller Input Rule 1 Start CallPilot Manager Click the Call Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Click the Rules link for the table that has the rule you want to change The Match Table page appears Click the Change link for the rule you want to change The Match Rule Setup page appears Make the changes you require to the Match String or Action Click the Submit button The Match Table page appears with the changed rule Click the Close button to return to the Caller Input Rules Tables page or repeat steps 5 through 7 to change another rule P0993308 02 Chapter 9 Setting up Routing Tables 147 Deleting a Caller Input rule You can delete a Caller Input rule at any time To delete a Caller Input rule 1 Start CallPilot Manager Click the Call Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Click the Rules link for the table with the rule you want to delete The Match Table page appears Click the Delete link for the rule you want to delete A message appears that asks you to confirm the deletion Click the OK button The rule is deleted from the Match Table list Click the Close button to return to the Caller Input Rules Tables page Clearing a Caller Input Rule Table If you clear a Caller Input Rule Table you delete all the rules and rule length information f
85. e fluent in English The same agent can have a priority of 3 when they are logged on to the Spanish skillset and a priority of 6 when they are logged on to the German skillset Nortel Networks Call Center Set Up and Operation Guide 196 Glossary 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 Advanced Intelligent Caller Input Routing Advanced lets callers route their calls based on multi digit fixed or variable rules that you create in the Caller Input Rules Tables Intelligent Caller Input Routing Basic Intelligent Caller Input Routing Basic Previously called Basic Transfer lets callers direct their calls to an Operator Automated Attendant skillset mailbox CCR Tree or internal or external number Intelligent CLID DNIS Routing CLID DNIS Routing is the initial routing that Call Center calls encounter The CLID DNIS Routing you set up lets Call 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 Intelligent Overflow Routing Intelligent Overflow Routing uses routing rules you create to overflow change the priority of and move calls to multiple skillsets a skillset mailbox an internal or external number a
86. e page Click the Close button Deleting an Intelligent Overflow Rule 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Overflow link for the skillset with the rule you want to delete The Overflow Rule Table page appears Click the Delete link for the rule you want to delete A message appears that asks you to confirm the deletion Click the OK button The rule is deleted from the Overflow Rule Table page Click the Close button P0993308 02 Chapter 9 Setting up Routing Tables 121 Day and Night Routing Tables Fax Detection Call Center can detect fax calls and route them to a skillset mailbox If you want Call 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 so it detects 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 As you create routing tables each table shows whet
87. e selects the Day service mode e sets the timer to 20 seconds e selects the skillset mailbox as the action Mode _ Conditions Action Explanation Day 00 10 Overflow 2 3 4 The call overflows to skillsets 2 3 and 4 if the call is not answered within 10 seconds The call goes to Day 00 30 Skillset Mailbox the skillset mailbox if it is not answered within an additional 20 seconds Note We recommend a minimum of 10 seconds between timer rules gt P0993308 02 Chapter 9 Setting up Routing Tables 117 Assigning Intelligent Overflow Routing to a skillset 1 2 3 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Overflow link for the skillset you want to add Intelligent Overflow Routing to The Overflow Rule Table page appears Overflow Rule Table Skillset 7 Rule Mode Condition Action Commands 1 Day No Agents Skillset Mailbox 229 Insert Modify Delete Move End Insert Close 5 Click the Insert link for Rule 1 The Overflow Rule page appears Overflow Rule Skillset 2 Service Mode Day I Timer 00 00 mm ss T Agents Not Logged In Action Move to Skillset fi Send to Skillset Mailbox Overflow to Skillset Specify Transfer to E Extension Transfer to Mailbox Transfer to External Outdial Method Line LinePool Transfer to Auto Attenda
88. e to urgent to be notified only when the skillset mailbox receives an urgent message Press to end the session Nortel Networks Call Center Set Up and Operation Guide 94 Chapter 7 Off premise Message Notification To change the destination from phone to another destination Mea notify ADMIN SELECT Hotife phone CHHG HEST Destination PHOHE EXT PAGER zP RETRY OK Accert srn RETRY OK Hot ifar CHHG HEST More dest VES HO 1 Press R 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 MOTIF or to open the Off premise Message Notification menu e Gotostep3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIH or to set up Off premise Message Notification Press CHHG or to change the destination Press PHOHE or to choose another phone number destination or press EXT 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 phone number cannot be longer than 30 digits Press OF or to accept the destination number or press RETRY or to re enter the destination number Press HEYT or to continue or press CHHG or to change t
89. ears 4 Click the Change link for the route you want to change The CLID DNIS Setup page appears for the route 5 Select the type of routing you want to apply to the call If you want to move the call to another skillset select Move to Skillset and from the Skillset list box select the number of the skillset you want to route the call to If you want to move the call to another skillset and assign it a different priority Select Move to Skillset From the Skillset list box select the number of the skillset you want to route the call to From the New Call Priority list box select a priority from 1 20 for the call If you want to change the priority of the call select Change Call Priority Only and from the New Call Priority list box select a priority from 1 20 for the call 6 Click the Submit button Nortel Networks Call Center Set Up and Operation Guide 48 Chapter 5 Setting up skillsets Deleting a CLID DNIS Route 1 Start CallPilot Manager Click the Call Center heading Click the CLID DNIS Routing Table link The Intelligent CLID DNIS Routing page appears 4 Click the Delete link for the route you want to delete The routing is removed from the CLID DNIS Routing Table P0993308 02 Chapter 5 Setting up skillsets 49 Assigning an agent to a skillset You can assign an agent to one or more skillsets Each agent is responsible for answering calls for the skillsets they are assigned to Dynam
90. ecord your greeting at the tone Press OE or to end the recording Press OF or to accept the recording or press PLAY or f1 to listen to the greeting or press RETRY or to rerecord the greeting 10 Press to end the session Nortel Networks Call Center Set Up and Operation Guide 66 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 if acaller presses a button to fast forward the message they hear a voice prompt that says this is a special greeting e if acaller 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 greeting remember to change back to the Primary mailbox greeting at the appropriate time To choose a Primary or Alternate skillset mailbox greeting 1 l Skillset name 2 3 Greeting options 4 RE
91. eee se Qekivesenb essex 124 Adding a Distribute for Step ga eb bd dada Seeds ds Sede Meee wen 127 POO a Col SI ote eh eee ea UL eta ek mk Cn ek oak Che oea eR 128 Adding STIANSIEl slop c bis soos oboe eae eee RES SERIAES SORTER SES ER EE ES 129 Adding a Disconnect slep lt 4 44 4is565 4698 34 tikrit iv ked kudas dintate 130 Assigning Routing Table hours of operation aaaea aeaaea 131 Setting the Service Mode for skillsets aa n naunaana naaa 133 Example of a Day Routing Table 2c2002 2260 eed wwtwade peer e eee ea eeww 135 Example at a Night Routing Tabie c4i02eeconsie ee oeieesueaeeetueaeat xs 137 Changing a Routing Table sc ccc6s ee adee chA GRRE ERD SRE SER ERED ORR SRE ROKR 138 Nortel Networks Call Center Set Up and Operation Guide 6 Contents Reviewing Routing Table steps 0 0 cece eee 138 Modifying Routing Table steps coe ok eee ee ee awk turers 138 Deleting Routing Table steps i eee eb idee ahd eee ee hee oe 139 Greating Caller Input Rules 66 5 6 c acco caw nadao ded Sbds coins whe oWinndale oad 140 Using wildcard characters lt lt lt 644 64 bs dae FEN hs 445 owe eee PR es 144 An example of using Intelligent Caller Routing Advanced 144 Changing a Caller Input rule ss2c00cc cs cies eee es ese eeea eee ee eu eee wow eds 146 Deleting a Caller Input rule 2 ssc ccc e ee ee eee ee eee Oee DE REO EN OE RS Oe ES 147 Clearing a Caller Input Rule Tables oc cee cea eaeteree soe iar i inapi
92. een yas 147 Chapter 10 Line administration 12 ckacssceee renee de ee awn eda ae awe waanen 149 COMON INES 22 ocecenenncaeee baer cans GOERS RR IONA RARE eEEe eRe Ges 149 Coniiguring several INS ssicetekd ica live bite ds lae gees dee ee S 151 Setting the Answer Lines status 00 ccc eee eee 152 Chapter 11 Setting up Call Center general properties 020000eeeee 153 Assigning the Call Center language 0 0 cee eee eee 153 General Call Center properties 0 0 ee 155 Primary and Secondary alert times 0 e eee eee eee 155 Reserved Channels sos cock ieee eee e eb ee abe beeen eRe oh Bee Eee 156 Master Clem Address occ 00 ch 54420 scieeedrtmbewreameedi arotu erd 156 Setting up general Call Center properties 0000s 157 system Configuration Report sic cccs cs csab eae iadae te weeees gene abe bday es 158 Enabling Software Authorization Codes 0 cece eee ees 160 Chapter 12 Monitoring Call Center call activity 2 0 cee ee eee eee 163 Monitomg cal achiv cutie enw EL ee eee Ai aera eg is 163 Monitoring agent calls with Silent Monitor 0 00 c eee eee eee 163 Using Silent Monitor with Answer DN 00 0 000 c eee ee eee 163 Use a headset to monitor calls 0 0 0 164 MONKONNG UPS cc cca cibuce cee eed Cewaeues G44 KNASEN EERE Re Cee eRe ees 164 Logging on and monitoring agent calls 00 0 c eee eee 164 About monitoring
93. elligent Caller Input Routing Advanced 10 109 Basic 10 109 Intelligent CLID DNIS Routing 10 109 Intelligent Overflow 14 110 Intelligent Routing 10 using with CCR 10 109 Internal messages replying to 75 L Language preference 40 Language changing availability 153 Least Busy method of call distribution 197 Lines assigned to be answered by skillset 37 configuring 149 Logging off agent 35 supervisor 170 M Mailbox opening skillset mailbox 60 outdial route 80 skillset mailbox 57 Mailbox interface CallPilot 24 Norstar Voice Mail 24 Manual call presentation 10 29 Master Client Address 156 Memory button indicator 26 27 155 163 programming 26 27 Message Waiting Indication determining extension 58 extension 197 Message Waiting Indication extension 40 Messages copying 71 deleted retrieving 72 deleting 71 74 erasing 71 74 external 75 77 forwarding 74 internal 75 minimum recording length 75 Off premise Message Notification 79 playing envelope CallPilot interface 74 envelope Norstar Voice Mail 71 next CallPilot 73 next Norstar Voice Mail 72 pausing 72 previous CallPilot 73 previous Norstar Voice Mail 72 rewinding 71 73 skipping forward 72 73 skipping to end 71 quitting 72 replaying 72 replying CallPilot 74 75 replying Norstar Voice Mail 72 75 saving 72 silence timeout 75 skillset mailbox 57 Method of Call Distribution 40 197 Monitoring agent calls 163 call activity abou
94. emise Message Notification to an extension 1 Press RIBJA 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 MOTIF or to open the Off premise Message Notification menu e Gotostep3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Msg notify 3 Press ADMIH or 1 to set up Off premise Message Notification ADMIM SELECT Destination 4 Press EXT or R to choose an extension as the destination FHOHE EXT PAGER Ext 5 Enter the destination number and press OK or f RETRY Ok Accert 6 Press OK or to accept the destination extension C RETRY Ok The gt represents the extension Start hhmm 7 Enter the start time for Off premise Message Notification This is a bere ok four digit field Any single digit hour and minute must be preceded by zero start timet 8 Press AM or RETRY AM PM t Fi or 2 lt start time gt 9 Press OF or to accept the start time RETRY Ok Stor hhmm 10 Enter the time when Off premise Message Notification is to stop RETRY Ok This is a four digit field Any single digit hour and minute must be preceded by a zero Nortel Networks Call Center Set Up and Operation Guide 86 Chapter 7 Off premise Message Noti
95. en to the voice prompts in the Alternate Language Remember to inform callers in the Primary skillset mailbox greeting that they can press 9 to hear the Alternate Language The skillset mailbox must use the Norstar Voicemail interface for callers to be able to press Q to hear the Alternate language Callers cannot select an alternate language if the skillset mailbox uses the CallPilot interface 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 O 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 tone please leave your name phone 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 mailb
96. ension to a pager page 98 To change the time range or type of message parameters 1 2 Med notify 3 ACMIH SELECT Hotifars gt 4 CHHG HEST Hore dest 5 YES HO Press Q 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 MOTIF or to open the Off premise Message Notification menu e Gotostep3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIH or to set up Off premise Message Notification Press MEST If you want to change the destination type refer to To change the destination type on page 92 for the appropriate procedure Press HO or to continue P0993308 02 Chapter 7 Off premise Message Notification 93 Startidstart time CHHG HEST Stor s bor Line l l CHHG HEST Med ture newn 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 HET or to accept the stop time Press CHHG or 1_ to change the message type to urgent Press OF or to accept the new default message You can choose to be notified of all new messages or urgent messages only Change the message typ
97. ent 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 For more information about method of call distribution refer to Method on page 40 In addition to these agent properties if you use Professional Call Center you can assign agents Dynamic Priority when you assign them to a skillset For more information refer to Dynamic Agent Priority on page 49 P0993308 02 Chapter 4 Setting up Call Center agents 31 Adding an agent or a supervisor You can use the table Call Center agents on page 185 to record the agents you add To add an agent 1 2 3 4 10 11 12 Start CallPilot Manager Click the Call Center heading Click the Agent List link The Call Center Agent List appears Agent List ID Name Super Commands 1 MunroR No Logged Off Change Reset Password Delete Jacksen C Logged Off Change Reset Password Delete G Dresser No Logged Off Change Reset Password Delete Martin P E F No Logged Off Change Reset Password Delete Add Click the Add button The Add Agent page appears Add Agent Agent ID Name Supervisor Automatic Answer Missed Call Option Make Not Ready Return To Skillset Accepted Call Types Voice z Submit Cancel If you want to change the
98. er is not enabled calls ring at the agent s telephone and the agent must answer calls manually NOTE Do not enable Automatic Answer if your call center uses Business Series Terminal telephones Nortel Networks Call Center Set Up and Operation Guide 30 Chapter 4 Setting up Call Center agents Missed Call Option The Missed Call Option 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 The default is Make Not Ready Return to Skillset To assign how many rings before the Missed Call Option change the timer for Transfer Callback Timeout e If you use a Business Communications Manager 3 0 system refer to Timers section of the Configuring System Settings chapter of the Business Communications Manager 3 0 Programming Operations Guide e If you use a CallPilot system refer to the Norstar System Coordinator Guide Accepted Call Types Accepted Call Types are Voice calls only Voice Button calls only or both If you do not have Multimedia Call Center enabled Accepted Call Types does not appear For more information on Multimedia Call Center refer to the Multimedia Call Center Set Up and Operation Guide Priority If you use Basic Call Center assign a priority to the ag
99. er to http lt IP address gt 6800 CallPilotManager where lt IP address gt is the IP address of Business Communications Manager 3 0 For information about the IP address ask your network administrator The Administration Login page appears In the Password box type the System Administrator password Click the Submit button The CallPilot Manager Main Menu appears To start CallPilot Manager on CallPilot 150 1 Point your web browser to http lt IP address gt CallPilotManager Where lt IP address gt is the IP address of the CallPilot 150 For information about the IP address ask your network administrator The Administration Login screen appears In the Password box type the System Administrator password Click the Submit button The CallPilot Manager Main Menu appears P0993308 02 Chapter 2 About setting up Call Center 19 About the CallPilot Manager interface Returns tothe Quits CallPilot Opens Main page Manager online Help NORTEL NETWORKS Main Menu Mailbox Administration Add Mailbox Change Delete Mailbox Auto Attendant Group List Administration System Properties Custom Call Routing Operator Settings Headings expand Logout and display thei Networking links when you S S click them Call Center Reports Configuration System Properties Click a link to Dialing Translation Properties display its page Dialing Translation Table Switch Properties
100. es 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 Call 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 whichever 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 requests to talk to the operator after the caller transfers to the Automated Attendant or CCR The attendant extension is optional If you do not assign an attendant extension the call is sent to the system attendant extension Language preference Language preference can be either Primary or Alternate The language preference is the language choice used for prompting callers who transfer to the Automated Attendant or CCR Language preference appears only on a system that is configured as bilingual P0993308 02 Chapter 5 Setting up skillsets 41 Setting up or changing a skillset You
101. ess zero or the keypad button you designate for the skillset mailbox Nortel Networks Call Center Set Up and Operation Guide 172 Chapter 13 Tips for operating Call Center Routing Table administration Use Forced Play greetings 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 QQ to leave a message in a skillset mailbox Remember to explain in your greeting that the you can press 9 to leave a message in a mailbox Program Intelligent Caller Input Routing Basic to t
102. ession You must use a two line display telephone Use a headset to monitor calls If you use a handset you cannot join a call while you are monitoring it Note You cannot monitor an agent who is gt e on a 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 are being used Multimedia Call Center Calls that do not have a PSTN component do not appear in Call Center Reporting If a Multimedia Call Center agent logs on to their set but does not log onto their computer the agent appears as logged on to the Call Center but does not receive any calls To check whether agents are taking calls you can view their view their status during a monitoring session Logging on and monitoring agent calls 1 2 3 Press Q f0 4 Enter your Agent ID number and press OK or Enter your password and press OK or The default password you enter to log on for the first time or if your password is reset is 0000 If you enter the default password you must change your password Enter a new password from four to eight digits long and press OK Enter your new password again and press Ok Press CHHG until Surervisar Y appears You must log on as a supervisor to monitor and participate in calls P0993308 02 Chapter 12 Monitoring Call Center call activity 165 10 11 12 13 14 15 16 17 Press OK to accept supervisor status
103. et 2 The call moves to skillset 2 if no agents are logged 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 Nortel Networks Call Center Set Up and Operation Guide 114 Chapter 9 Setting up Routing Tables Example 5 In this example calls to the call 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 minutes the call transfers to the skillset mailbox where the caller can leave a message The Call Center Administrator creates two rules In the first rule the Call 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 to skillset as the action e selects skillset 2 In the second rule the Call Center Administrator e selects the Day service mode e sets the timer to 4 minutes and 30 seconds e selects the Agents not logged in check box e selects the skillset mailbox as the action Mode _ Conditions Action Explanation Day 02 30 and No Agents Overflow 2 The call overflows to skillset 2 after the call is
104. ey To create a Caller Input Rule 1 Start CallPilot Manager Click the Call Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Caller Input Rules Tables Table ID Length Commands 1 Change Rules Clear Change Change Rules Clear Change Change Change Change Rules Clear 2 3 4 5 6 if 8 9 Change Rules Clear Change Rules Clear P0993308 02 Chapter 9 Setting up Routing Tables 141 4 Click the Change link for the Caller Input Rules Table you want to add a rule to The Rule Table Properties page appears Rule Table Properties Rule Table 1 Length Fixed Variable Submit Cancel 5 Select Fixed or Variable depending on whether you want to create a rule that applies to a dialstring of a fixed or variable length e Ifyou select Fixed in the Fixed box enter the number of digits allowed The fixed length can be from 1 to 50 digits e Ifyou select Variable in the Variable boxes type the minimum to the maximum range of caller input digits The minimum value must be 1 or greater The maximum value must be anything greater than the minimum value up to 50 6 Click the Submit button You return to the Caller Input Rules Tables page 7 Click the Rules link for the table you want to create a rule for The Match Table page appears Match Table Rule Table 1 Match String Action Commands Add Close Nortel Networks Call Center Se
105. fication stor time 11 RETRY AM Fr stor time 12 RETRY Ok More dest 13 VES HO Startidstart timer 14 CHHG HET Storstor timer 15 CHHG HET 16 Med Lure new CHHG OK Med notify 17 ACMI SELECT Press AM or or PH or B Press OF or to accept the stop time Press YES or if you want to set up another destination number or press HO or if you do not want to set up another destination number Press HEST or or press CHNG or 1 Press HEST or or press CHNG or 1 to accept the start time that you entered to change the start time to accept the stop time that you entered to change the stop time Press OK or if you want to be notified when you the skillset mailbox receives a new message or press CHNG or fi if you want to be notified only when the skillset mailbox receives an urgent message Press to end the session P0993308 02 Chapter 7 Off premise Message Notification 87 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 Q depending on your system before the to access an outside line There is a combined limit of 30 characters for the pager phone number and the pager message For example to reach your pager enter HIE EE UeIbj 4 HB
106. followed by the key The caller enters their personal identification number If the caller enters their number incorrectly the greeting can be repeated as many as three times which is the number of retries the Call Center Administrator has set for Retries in Intelligent Caller Routing Advanced 4 Ifthe caller enters their number correctly Call Center compares the caller s personal identification number with the Match String in the rules for Rules Table 1 5 For Rules Table 1 the Call Center Administrator created a rule of a fixed length of eight digits because all personal identification numbers are eight digits long P0993308 02 Chapter 9 Setting up Routing Tables 145 The Call Center Administrator created three rules for Rules Table 1 e rule 4709 Customers with servers have a personal identification number that begins with 4709 e rule 5709 Customers with desktop computers have a personal identification number that begins with 5709 e rule 6709 Customers with laptop computers have a personal identification number that begins with 6709 The callers personal identification number is 67095233 which matches the rule for laptop computers The Call Center Administrator set up the rules in Rules Table 1 with these Actions e a match for 4709 sends callers to skillset 1 servers and changes the call priority to 1 e amatch for 5709 sends callers to skillset 2 desktops and changes the call pr
107. g If you use Professional Call Center you can set up CLID DNIS Routing Tables CLID DNIS Routing is the initial routing that Call Center calls encounter The CLID DNIS Routing you set up lets Call 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 Examples of using CLID DNIS Routing Routing using CLID ANI If your company has preferred customers or customers who have access to special services you can set up CLID ANI routing that recognizes the phone numbers the customers are calling from Customers whose phone numbers are recognized are immediately routed to appropriate skillsets The callers do not need to enter additional digits to route their calls Routing using DNIS If your company has a customer who is a purchasing agent who frequently contacts a sales line you can set up DNIS routing that recognizes the phone number the customer is calling Customers who call the sales directory numbers are immediately routed to sales skillsets Routing using Voice Button If your company has Multimedia Call Center enabled callers can click a voice button html icon and enter the phone number they want an agent to call them at Calls that arrive from a voice button call are recognized as Multimedia Call Center calls and routed to the appropriate skillsets You can set up CLID ANI rules for Multimedia Cal
108. g busy and still sends calls to the agent s main set Do Not Disturb Instead of using Do Not Disturb agents can use the Not Ready Feature Code Le eJ 0 8 J If agents use Do Not Disturb they are automatically logged out or made not ready Nortel Networks Call Center Set Up and Operation Guide 178 Chapter 14 Troubleshooting Call Center 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 Preventing calls from ringing at an agent s set To prevent agents who are on a Call Center call from having a second internal call ring on their phone do one of these two things through Unified Manager e turn the Do Not Disturb on Busy feature on for the agent s set e set the Call Forward on Busy feature for your set to the voicemail DN For information on programming any of these settings refer to the Business Communications Manager 3 0 Programming Operations Guide or the Norstar System Coordinator Guide Hunt groups Do not program an agent telephone to be a member of a Hunt Group Automatic Answer Do not enable Automatic Answer for agents if your call center uses Business Series Terminal telephones For more information about Automatic Answer refer to Automatic Answer on page 29 Follow me browsing Multimedia Call Center Agents only Follow me
109. g on press If you have received this call by mistake please press R After you set the Off premise Message Notification parameters Off premise Message Notification is enabled automatically Nortel Networks Call Center Set Up and Operation Guide 80 Chapter 7 Off premise Message Notification 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 AN 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 To assign an outdial method to a skillset mailbox 1 Start CallPilot Manager 2 Click the Mailbox Administration heading The Mailbox List page appears 3 Click the Change link for the skillset mailbox you want to set up an outdial route for The Mailbox page for the mailbox appears From the Outdial Type list box select the type of outdial method you want to use If
110. g up skillset mailboxes 69 Pri RETRY Ok Record greeting RETRY DE Accert greeting RETRY PLAY OK 8 10 11 Enter the phone number maximum 10 digits that you are assigning the Personalized mailbox greeting to Press OF or to accept the phone number Lift your handset At the tone record your greeting Press OK or to end the recording Press OE or to accept the greeting or press PLAY orhi to listen to the greeting or press RETRY or to re record the greeting Press to end the session Deleting a Personalized skillset mailbox greeting If you no longer need a Personalized mailbox greeting you can delete it To delete a Personalized mailbox greeting Greeting options REC CHOOSE CFE Greeting PRIME ALT PERS Greeting RETRY OK Phi BERK CHHG DEL Ok 1 Press R 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 Greetings Options menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press GREET or e Go to step 3 Press REC or f Press PERS or to choose a Personalized mailbox greeting Enter the Personalized greeting number 1 2 or 3 that you want to delete Press DEL or to delete the greeting Press to end the session Nortel Networks Call Center Set Up and Operation Guide
111. ger number character limit 87 Destination Off premise Message Notification numbers 79 Determining Control DN 58 Feature Codes 25 mailbox interface 24 Message Waiting Indication extension 58 skillset mailbox number 58 DID routing 43 Directory Company 59 Disabling a skillset 55 Display telephone entering characters 22 two line 21 Display Waiting Calls Feature Code 163 DNs Bl and B2 38 Dynamic agent priority 10 13 49 E Enabling a skillset 54 179 Erasing messages 71 74 F Feature 983 telephone administration 14 Feature Codes 25 about 25 agent 28 Custom Feature Codes 28 descriptions 27 28 determining 25 Display Waiting Calls 155 163 168 Open Mailbox 27 programming memory buttons 26 Forced Play greetings 123 172 Formula for waiting calls 173 Forwarding a message 74 G General Call Center parameters 157 Greeting exporting 108 importing 107 recording 108 Greetings call center examples 103 Forced Play 123 Greeting parameters in Routing Table 123 Greeting step in Routing Table 122 recording 105 Routing Table parameters 172 tips 171 types 103 Greetings skillset mailbox example 64 68 H Highest priority call 172 Hours operation for a skillset 131 Routing Tables 109 Hunt groups 178 P0993308 02 Index 201 Indicators Message Waiting 27 40 42 58 158 Primary 182 Primary alert time 155 Secondary 182 Secondary alert time 155 Initializing a skillset mailbox 59 Int
112. ger 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 MET 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 press CHHG or 1_ to change the pager message The combined limit is 30 characters for the pager phone number and the pager message Press YES or if you want to set up another destination number or press HO or if you do not want to set up another destination number Mea ture new 9 Press OK or to be notified when the skillset mailbox receives a aE Of new message or press CHNG or 1 to change the message type to be notified only when the skillset mailbox receives an urgent message ce notify 10 Press to end the session ADMIN SELECT P0993308 02 Chapter 7 Off premise Message Notification 89 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 phone number destination and then add a pager destination for the first time 1 Press R Follow the voice prompts or the display button options to
113. hange Call Center Change Call Center Change Call Center Change Call Center Skillset 1 Change No Change No Change oO WY WW WwW WwW ww Ww 3 Click the Change link for the line you want to assign to a skillset The Line Properties page appears Line Properties Line Number 11 Answer Mode Call Center gt Table Skillset Number fi Number of Rings jo x Submit Cancel From the Answer Mode list box select Call Center In the Table Skillset Number box type the number of the skillset you want to answer this line From the Number of rings box select the number of rings before Call Center answers You must select a number from 0 to 12 7 Click the Submit button P0993308 02 Chapter 10 Line administration 151 Configuring several lines 1 Start CallPilot Manager Click the Auto Attendant heading Click the Change Many Lines link The Change Many Lines page appears Change Many Lines Line Range 1 500 From To Answer Mode None Table Skillset Number fi Number of Rings o Submit Cancel In the From box type the number of the first line to add In the To box type the number of the last line to add From the Answer Mode list box select Call Center N oO f In the Table Skillset Number box type the number of the skillset you want to answer these lines 8 From the Number of rings list box select the number of rings before Call Center answers You must select a
114. he call back to a skillset We recommend that agents use Transfer rather than Call Park or Call Pickup e Ifthe agent wants to send the call to a specific agent or another person the agent can enter the Transfer Feature Code Ce 7 0 and enter the extension number e If the agent wants to send the call to a skillset the agent can enter the Transfer Feature Code Le 7 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 until the transferred call is answered Multimedia Call Center agents do not receive Call Center voice calls but other Call Center agents can transfer voice calls to Multimedia Call Center agents Call Forward Advise agents not use Call Forward An agent who uses Call Forward is automatically logged out or made auto busy depending on their agent settings Answer DN The only way agents should use Answer DN is if they program their portable set to be the Answer DN for their main telephone You cannot hear calls that agents answer on their Answer DN You can only hear calls that agents answer from the set they are logged on to For more information about using Answer DNs with Call Center refer to the Business Communications Manager 3 0 Programming Operations Guide If an agent uses their Answer DN telephone to answer a call that is transferred to them Call Center does not recognize the agent as bein
115. he destination and repeat steps 6 through 8 Press YES or if you want to set up another destination number or press HO or if you do not want to set up another destination number P0993308 02 Chapter 7 Off premise Message Notification 95 Startitstart time 10 Press CHNG or 1_ to change the start time CHHG HEST r press HEXT or to accept the start time Stor itstor time 11 Press CHNG or f1 to change the stop time CHHG HET or press HEYT or to accept the stop time Med Lure ine 12 If you want to change message notification CHHG 0K 7 press CHHG 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 ADMIM SELECT Nortel Networks Call Center Set Up and Operation Guide 96 Chapter 7 Off premise Message Notification To change the destination from pager to phone or extension Mea notify ADMIN SELECT Modi futrager EHHG HEST Destination PHOHE EXT PAGER CMMEM I RETRY OK Moti fice CHHG HEST More dest VES HO Press R 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 MOTIF or to open the Off premise Message Notification menu e Gotostep3 If you use the Norstar Voice Mail interfa
116. he report click the Print button 5 When you are finished printing or viewing the report click the Close button Nortel Networks Call Center Set Up and Operation Guide 160 Chapter 11 Setting up Call Center general properties Enabling Software Authorization Codes You enable software authorization codes to install Call Center to increase the number of agents at your call center and to enhance your call center with options such as Multimedia Call Center and Call Center Reporting ES Note If you enable the software authorization code for Call Center or gt Professional Call Center you must reboot your system To enable a software authorization code for Business Communications Manager 3 0 1 10 11 12 13 14 Point your web browser to the URL http lt IP address gt 6800 where lt IP address gt is the IP address of Business Communications Manager 3 0 The Business Communications Manager 3 0 Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type the supervisor user ID The default user ID is supervisor In the Password box type the supervisor password The default password is visor Click the Login button The Business Communications Manager screen appears Click the System key Click the Licensing heading The Licensing Setting screen appears On the Configuration menu click Add a Keycode The Applied Keycodes screen appears
117. her it detects faxes Day Routing Table a This routing table detects fax calls This routing table guarantees fax delivery to the skillset mailbox 7 7 Its first step is a Greeting step Step Information Commands G Greeting 1 Forced No Transfer Insert Modly Delete e thatis 11 seconds or longer Distribute For 01 00 Insert Modify Delete Greeting 1 Normal Transfer Insert Modify Delete e that is Forced Play Distribute For 00 30 Insert Modify Delete Greeting 1 Normal Transfer Insert Modify Delete e that does not have a transfer Goto Step 2 Insert Modify Delete Insert Close Day Routing Table Skillset 1 Thi ti fabled t tee f This routing table DOES NOT guarantee fax delivery to the IS TOUUNE TANE UOLS UON Bute ae skillset mailbox more information detection Step Information Commands 1 Disconnect View End Nortel Networks Call Center Set Up and Operation Guide 122 Chapter 9 Setting up Routing Tables 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 goe
118. ic Agent Priority If you use Call Center Professional on Business Communications Manager 3 0 agents can have different priorities depending upon which skillset they are logged on to 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 on to the Spanish skillset and a priority of 6 when they are logged on to 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 For more information about method of call distribution refer to Method on page 40 To assign an agent to a skillset 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Skillset List Skillset 1 2 3 4 5 6 7 8 9 o Name Documentation Testing Alt Lang Testing Calgary Ottawa Santa Clara Vancouver unused unused unused Status Enabled Disabled Disabled Disabled Disabled Disabled Disabled Commands Properties Agents Day Night ServiceMode Overflow Disable Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Properties Agents Day Night
119. ieve skillset mailbox 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 To reset a skillset mailbox password Start CallPilot Manager 2 Click the Mailbox Administration heading The Mailbox List page appears 3 Click the Reset Password link for the skillset mailbox you want to reset the password for A message appears that asks you to confirm your request to change the password 4 Click the OK button The password is reset to 0000 the default password Nortel Networks Call Center Set Up and Operation Guide 64 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 an optional greeting you can record for special circumstances If your call 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 R while the greeting is playing to list
120. if all the lines assigned to the phone are busy CallPilot CallPilot is a versatile business communications tool that you can use to e answer incoming calls e offer callers a selection of options to route their calls or access information e provide advanced voicemail Auto Attendant and call handling capabilities CallPilot includes voicemail Auto Attendant Custom Call Routing and Fax Answering features CallPilot also has optional features such as Fax Call Center Desktop Messaging and Messaging that enhance your communications What options are available to you depends on what system you use For more information about CallPilot see the CallPilot Manager Set Up and Operation Guide Channel A channel is the voice path that Call Center uses to play greetings to callers A voice channel is also the voice path used when anyone uses a Feature Code to access Call Center P0993308 02 Glossary 195 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 Call 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 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
121. illset 8 Control DN Name SKILLE MWI DN optional Method Least Busy z Break Time 00 30 mm ss Delay Answer 00 00 mm ss Attendant Ext optional Prompt Language Primary Submit Cancel 5 Inthe Control DN box type the extension for the skillset For more information refer to Control DN on page 38 Nortel Networks Call Center Set Up and Operation Guide 42 Chapter 5 Setting up skillsets 10 11 12 13 14 In the Name box type the name for this skillset The skillset name can be a maximum of 16 characters In the MWI DN box type the extension of the telephone that you want to display the Message Waiting Indicator for the Skillset Mailbox From the Method list box select Least Busy or Preferred The default is Least Busy In the Break Time box enter the Break Time period The default Break Time is 00 30 In the Delay Answer box enter the delay answer time The default delay answer time is 00 00 If you want to assign an attendant to the skillset in the Attendant Ext box type the extension of the attendant If your system is configured for bilingual operation from the Prompt Language list box select Primary or Alternate The Prompt Language list box does not appear if you do not use bilingual operation For more information on bilingual operation refer to Assigning the Call Center language on page 153 Click the Submit button A message appears that says a new mail
122. indicator Press Enter the Feature Code number that you want to program For example enter P 0 J to program the Display Waiting Calls Feature Code See the tables Feature Codes used by Call Center agents and supervisors 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 P0993308 02 Chapter 3 Using Feature Codes 27 Feature Codes used by the Call Center Administrator Use this Feature Code To Open Mailbox e e open skillset mailboxes e record skillset mailbox greetings e listen to messages in the skillset mailbox Operator Settings Le 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 Mode for skillsets on page 133 and Resetting the Operator password on page 175 Voicemail DN Le eje amp e display the skillset mailbox number Control DN for each skillset e display the extension for Message Waiting Indication for the skillset mailbo
123. ion Enabled Properties Agents Day Night ServiceMode Overflow Disable Testing Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Alt Lang Testing Disabled Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Calgary Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Ottawa Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Santa Clara Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Vancouver Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure unused Configure unused Configure unused Configure oon one wn ay 4 Click the Day or the Night link for the skillset to which you want to add a greeting step The Day or the Night Routing Table page appears Day Routing Table Skillset 7 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more information Step Information Commands End Insert Close P0993308 02 Chapter 9 Setting up Routing Tables 125 5 Click the Insert link The Routing Step page appears Routing Step Skillset 1 Step Number 1 Step Type Greeting 1 Forced Play E Distribute for mm ss Transfer to Extension i Transfer to mailbox i Transfer to external O O Transfer to Auto Attendant Transfer to Operator Transfer to CCR 1E Disconnect 4 A
124. iority to 1 e a match for 6709 sends callers to skillset 3 laptops and changes the call priority to 1 The call enters skillset 3 Skillset 3 is the priority service skillset for laptops Nortel Networks Call Center Set Up and Operation Guide 146 Chapter 9 Setting up Routing Tables Changing a Caller Input rule You can change a caller input rule at any time If you want to change the length for the rules in a Caller Input table refer to To change the rule length for a Caller Input Table on page 146 If you want to change a specific rule in a table refer to To change a Caller Input Rule on page 146 To change the rule length for a Caller Input Table 1 Start CallPilot Manager Click the Call Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Click the Change link for the table you want to change The Rule Table Properties page appears Make the appropriate change to the length Select Fixed or Variable depending on whether you want to create a rule that applies to a dialstring of a fixed or variable length e Ifyou select Fixed in the Fixed box enter the number of digits allowed The fixed length can be from 1 to 50 digits e Ifyou select Variable in the Variable boxes type the minimum to the maximum range of caller input digits The minimum value must be 1 or greater The maximum value must be anything greater than the minimum value up to 50 6 Click th
125. itor calls You can program a memory button with Q 0 4 If the memory button you choose has an indicator the indicator shows your log on status e If the indicator is off you are not logged on e If the indicator is on you are logged on 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 e you monitor an agent who is not on a call and the agent answers or places a call e you start to monitor an agent who is on an active call e you monitor an agent who puts a call on hold and answers another call or unholds the original call Nortel Networks Call Center Set Up and Operation Guide 164 Chapter 12 Monitoring Call Center call activity Use a headset to monitor calls Use a headset rather than handsfree when you monitor calls This ensures call privacy and reduces the office noise level The headset must be plugged into the headset port on the bottom of the telephone If you pick up the handset when the headset is plugged in the handset does not work Check with your Call Center Administrator to make sure you can use a headset with your telephone Monitoring tips More than one supervisor can log on to the same skillset An agent can be monitored by only one supervisor at a time While you are on a call do not initiate a monitoring s
126. l Intelligent Overflow Routing e routes calls to an extension a mailbox an external phone number the Auto Attendant a skillset mailbox or a CCR Tree e lets you change the priority of the call e is available if you use the Business Communications Manager 3 0 system Flexible routing steps You can assign these routing steps to Day and Night Routing Tables Overflow and Advanced Call Input Routing e transfer to a mailbox e transfer to an extension e transfer to an external telephone number e transfer to the Auto Attendant e transfer to an operator e transfer to a skillset mailbox e transfer to a CCR Tree Agent priority and dynamic agent priority You can assign agents a priority that represents their level of expertise You can assign an agent a priority between 1 and 20 where 1 is the highest priority If you use Call Center Professional you can assign agents different priority levels depending on the skillset they are logged on to Choice of call presentations You can assign agents forced calls or let agents answer calls manually P0993308 02 Chapter 1 About Nortel Networks Call Center 11 Dynamic call priority You can have the priority of a call changed in the Intelligent CLID DNIS Routing table the Intelligent Caller Input Routing Table and the Intelligent Overflow Routing table With call priority all calls that have a higher priority are handled before lower priority
127. l Center Calls The phone number that the caller enters in the web browser is the phone number that Multimedia Call Center dials when an agent receives the call Routing using a Line If your company uses a rotary number without DNIS capability that uses lines 1 to 3 you can set up routing to send calls that come in on these lines to a specific skillset Routing using CLID and a Line If your company uses a rotary number and subscribes to a CLID service you can set up routing based on CLID and Line to route a special customer Routing using CLID ANI and DNIS If your company has customers who call the sales group or the service group frequently you can set up routing based on CLID ANI and DNIS to quickly route these customers You can route the customers to a skillset with agents that specialize in service or sales to these customers P0993308 02 Chapter 5 Setting up skillsets 45 CLID DNIS Routing Table properties Line The line is the line number the call comes in on Any calls that arrive on this line are assigned the routing you select The line number you enter must be a line that is configured to be answered by a skillset CLID ANI The CLID Calling Line Identification or ANI Automatic Number Identification number identifies the caller or the location the call was made from Any calls that have this CLID or ANI number are assigned the priority from 1 20 that you select If a call matches the CLID ANI i
128. l Center Set Up and Operation Guide 72 Chapter 6 Setting up skillset mailboxes Playing skillset mailbox messages Norstar Voice Mail Option Button Available Available Description while after playing playing Forward Advances the message nine seconds and continues or Y playing from that point A message can be forwarded as many times as required gt gt gt Next 6 Plays the next message in the skillset mailbox If you use r Vv 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 Y playing the current message or skip to the next message STOR PLAY Previous Y Stops playing the current message and plays the previous message Quit v 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 v Replays the last message Reply Q Replies to a message Refer to Note 3 on page 73 or The reply can be either Y Y a message to an internal senders mailbox REPLY a telephone call to an internal or external party Refer to Note 4 on page 73 Save Saves the message being played If you do not delete a Message ar message it is automatically saved This option is not Y shown on the display unless y
129. lbox List page appears Click the Change link for the skillset mailbox The page for the skillset mailbox appears In the Extension box type the CDN of the skillset Click the Submit button Problems viewing skillset settings If you use Netscape Communicator version 4 77 and not all the Call Center settings shown in this guide appear in your browser refresh the browser by clicking the View menu and clicking Reload Nortel Networks Call Center Set Up and Operation Guide 180 Chapter 14 Troubleshooting Call Center Call processing problems To achieve the most efficient use of your call center make sure you operate Call Center within its maximum limits If you overload Call Center slow or unpredictable call processing times can occur The Call Center maximum configuration limits are 80 active agents 100 active calls and 50 skillsets Although these are the configuration limits for Call Center software we recommend that you are cautious about approaching the maximum of any of these limits Business Communications Manager 3 0 has other services that also use its hardware and software resources As a guideline we recommend that if you are approaching the limit for agents active calls or skillsets you keep the other two settings at about half their configurable maximum or less For example if your number of we recommend that your and your number of enabled active agents is between maximum number of active calls
130. lso 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 call 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 Call 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 priority 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 P0993308 02 Chapter 9 Setting up Routing Tables 113 Example 3 In this example calls to the call 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 Call
131. mailbox has messages waiting The MWI extension 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 58 Method The method of call distribution determines to which of several available agents to route the call There are two methods of call distribution Least Busy and Preferred Least Busy 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 will be selected The default method of call distribution is Least Busy If you use Call Center Professional you can assign agents different priorities depending on the skillsets they belong to For more information refer to Dynamic Agent Priority on page 49 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 minut
132. me the message was sent and if the message is internal the directory name of the sender Forward aie Vv Forwards the message to one or more mailboxes You can record an Message lt introduction to the forwarded message Reply a V Replies to a message and all recipients of the message Refer to All 7 4 Note 3 on page 73 Delete ee Deletes the current message Deleted messages remain in the zje Y skillset mailbox until the session ends Refer to Notes1 and 2 on page 72 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 skillset mailbox messages Press PLA 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
133. mpt selections for callers who transfer to mailbox greetings 5 Select a primary language from the Primary Language list box Prompting for the Automated Attendant and CCR Trees occurs in this language 6 Select an alternate language from the Alternate Language list box The alternate language cannot be the same as the primary language 7 Select the Canadian Pronunciation check box if you want voice prompts that include the letter z to be pronounced zed instead of zee The Canadian Pronunciation check box appears only if North American English is the primary or alternate language 8 Click the Submit button P0993308 02 Chapter 11 Setting up Call Center general properties 155 General Call Center properties When you set up Call Center you must assign values for the general properties The general Call Center properties are Primary and Secondary alert times Alert times are time limits for calls waiting in skillsets The Secondary alert time must be a greater than the Primary alert time You can have Primary and Secondary alerts for all the calls in the call center or for just the calls waiting in skillsets that you are logged on to If a call exceeds the Primary alert time e amemory button indicator programmed with Display Waiting Calls Ce 9 0 J flashes slowly 0 flashes based on the status of all the calls in the call center e amemory button indicator programmed with Agent Login Le Q 0 4 flashe
134. n e provide advanced voicemail Auto Attendant and call handling capabilities CallPilot has two powerful call routing features Auto Attendant AA and Custom Call Routing CCR These features route incoming calls to telephones and voice mailboxes You can also use these features to route calls to Call Center skillsets Auto Attendant The Auto Attendant answers incoming calls and presents callers with a greeting After the greeting the Auto Attendant Menu offers callers a range of options that they can select using the dialpad of their telephone Using these options callers can transfer themselves from the Auto Attendant to a skillset by entering the Control DN of the skillset Note Include the number of the Control DN in your Auto Attendant Greeting gt For information about how to configure the Auto Attendant refer to the CallPilot Set Up and Operation Guide Custom Call Routing CCR With CCR you can replace the Auto Attendant menu with an expanded menu that can include several sub menus to offer callers a wider range of options You can give callers access to a Call Center skillset by adding an internal transfer that transfers the caller to the Control DN of the skillset For more information about transfers and CCR refer to the CallPilot Manager Set Up and Operation Guide P0993308 02 Chapter 1 About Nortel Networks Call Center 13 A comparison of Basic and Professional Call Center
135. n it 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 password e recording the skillset mailbox name in the Company Directory To initialize a skillset mailbox 1 Press BBAJ 2 Log on by following the voice prompts Use the skillset mailbox number and 0 0 0 the default password Must change Pswd 3 This display appears briefly to indicate that you must change the password 4 Enter a new skillset mailbox password from four to eight digits long that does not start with zero Press OK or Psu RETRY Ok Again 5 Reenter the skillset mailbox password and press OK or J RETR Ok Record name 6 At the tone record the skillset mailbox name in the Company RETRY Ok Directory Do not use handsfree Include the skillset mailbox number in the recording For example Sales mailbox 5813 Press OE or to end the recording Accert name 7 Press OK or to accept the recording RETR PLAY 0K ree press PLAY or 1 to listen to the recording or press RETR or to re record your name Skillset name gt 8 The recorded name plays and the
136. n 167 Professional 13 setting up general parameters 157 skillset mailboxes 57 Call Center Administrator resetting password 176 Call Center Reporting 14 Call Forward on Busy 178 Call Park 177 Call Pickup 177 Call Transfer 177 Caller Directed Transfer 13 Caller ID 73 CallPilot Auto Attendant and Call Center 12 callrouting 12 CCR and Call Center 12 CallPilot mailbox interface 24 CallPilot Manager 11 14 17 interface 19 starting 17 timeout 19 CCR and Call Center 12 CFB 178 CFNA 178 Changing agent information 33 language 153 skillset mailbox password 62 Channels reserved 156 Nortel Networks Call Center Set Up and Operation Guide 200 Index voice 156 Character limit for Off premise Message Notification destination number 87 88 90 99 Checking the telephone mailbox interface 24 CLID DNIS Routing ANI 44 CLID 44 DNIS 44 line 44 Multimedia Call Center 44 routing properties 44 Company Directory 59 Conference calls 164 166 Configuring lines 149 Control DN 38 57 58 179 B1 38 B2 38 skillset 38 Conventions guide 23 Copying a message 71 D Day mode skillset 110 Day of Week Service 14 Day Routing Table example 135 Default mode skillset 110 Delay Answer 40 Delay Answer feature 171 195 Deleted messages retrieving 72 Deleting agent 34 messages 71 74 Destination number character limit 88 90 99 for pagers 87 when CallPilot is behind PBX or Centrex 87 Destination pa
137. n Example Used for Word is in a special font in the top Psu Command line prompts on display telephones line of the display Underlined word in capital letters PLA Display option Available on two line display shows 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 Nortel Networks 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 Handsfree Bottom right hand Handsfree button Hold w es Hold cy Volume Control CINA e O amp _ X Release RIs gt You can enter e 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 e on the T7100 terminal On T7100 terminals you can answer a second call by pressing _ Your active call is put on
138. naiodegaca ke aC eee sce e RER POENK O ENTE 12 Custom Calhoun OCR saa it dencbwkP hie tin ey eu iriri rko ENE 12 A comparison of Basic and Professional Call Center 0 0005 13 Call Center maximum Capacities 22 ccsce ss dpc eeewe eed eee ede Rhee 15 PCC documen pico htumietieawd dd SMa i a eee Ge hwo 15 How TO Et NGS sires edd added dobar deere eA ERI EER R EEROR E nee ates 16 Chapter 2 About setting up Call Center 00 ce cece eee eee eee 17 Using CallPilot Manager to set up Call Center 0 0220000 17 About the CallPilot Manager interface 0 000 eee eee 19 System MEDU coat coon eeEeES EERE R ROE Ss GIES ES eRe ETE VRS EERE E aa 19 Call Center password access 0 00 cee eee 20 Setting up Call Center from a two line display telephone 00055 21 PREM IMETU sese HAs elas mb oe mek Saini ae bah AG ex hy Sls 21 Usmo Me IAG ais itd ie ewe mn id oe eid ae ae ok cles Ae ee a eee 22 Symbols and conventions used in this guide 0 0 0 aaaeeeaa 23 About telephone buttons sasacccec each a cacceee eu debe edn eeee bag ene eee 23 Checking which telephone mailbox interface you use 2 00020055 24 Chapter 3 Using Feature Codes isos ccc ee oeni an ees ieee cs eucieseus 25 Feature COGS 2664 ccccme trede eesede deat aeetaar deed wees hes Bea eesadees 25 Programming a memory button with a Feature Code 200000 26 Feature Codes used by the Call Center Administrator
139. nd time to display the Agent ID number agent name and monitoring options again Press OBS to monitor an agent At any time you can press the CAHCL button if you want to exit the monitoring session without logging off If the agent has a call on hold or is on a conference call you do not begin to monitor the agent until the agent takes the call off hold or ends the conference call If you want to join the call press the Intercom button To end the monitoring session press CAHMCL If you want to monitor another agent in the skillset press HEXT until you see the agent you want to monitor and then press DESL Nortel Networks Call Center Set Up and Operation Guide 166 Chapter 12 Monitoring Call Center call activity About monitoring sessions Receiving a call on your telephone If you are monitoring an agent and you get a call on your telephone the monitoring session ends if you answer the call When you end your call you can press OES to reenter the monitoring session with the agent Making a call while monitoring If you make a call while you are monitoring an agent the monitoring session ends and you must log in again to reestablish a monitoring session Ending a session by logging off The session ends if you or the agent are forced to log off or if the agent logs off voluntarily Conference calls If the agent puts the call into a conference call while you are monitoring the agent for the durati
140. ne again If there is still no answer Call Center calls your car phone a third time If there is no answer after three calls Call Center calls the your home phone Call 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 phone 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 person who receives a 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 lo
141. ne call has exceeded the first alert time e Ifthe indicator is flashing quickly at least one call in the skillset has exceeded the second alert time For information on setting what the wait times are refer to Setting up general Call Center properties on page 157 For information on Primary and Secondary alert times refer to Primary and Secondary alert times on page 155 P0993308 02 Chapter 12 Monitoring Call Center call activity 169 Taking some Not Ready time If you use 9 0 8 Not Ready you do not receive calls You can program a Break Time which makes Call 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 Call Center from routing another call to you Do not use the Do Not Disturb feature You can use Not Ready while a call is ringing on your telephone The call that is ringing on your telephone goes back to the skillset You can program a memory button with an indicator instead of pressing Q fo For how to program a memory button refer to Programming a memory button with a Feature Code on page 26 For more information about Break Time refer to Break Time on page 40 Using Not Ready 1 Press B 0 6 Make Hot Fead appears on the display If you press 9 0 6 and Break canceled appears on the display you canceled
142. ne of our agents will return your call Press 2 to return to the previous choices Non business hours greeting Your non business 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 zero An agent will return your call when we re open Thank you for calling P0993308 02 Chapter 8 Recording Call Center Greetings 105 Recording a Call Center greeting Before you record 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 call center greeting 1 Start CallPilot Manager Click the Call Center heading Click the Greetings link The Call Center Greetings page appears p Mailbox Administration Auto Attendant Custom Call Routing Networking Call Center Agent List Add Many Agents Skillset List General Properties Caller Input Rules CLIDJONIS Routing Table Reports Configuration Operations Logout Help Call Center Greetings Greeting 1 oOornt nne wn Status Command Recorded Voice Recorded Voice Recorded Voice Recorde
143. nfiguration limits are e 80 active agents e 100 configured lines e 50 skillsets e 48 maximum simultaneous incoming calls up to 24 of these can be VoIP trunks Note We recommend that you do not configure more than 48 lines up to 24 of these can be VoIP trunks Related documents For more information about Call Center refer to the e Nortel Networks Call Center Agent Guide e Nortel Networks Call Center Supervisor Guide e CallPilot 150 Call Center Telephone Administration Guide e Nortel Networks Call Center Reporting Set Up and Operation Guide e Multimedia Call Center Set Up and Operation Guide e Multimedia Call Center Web Developer Guide For information about setting up CallPilot refer to the e Call Pilot Manager Set Up and Operation Guide e CallPilot 150 Telephone Administration Guide e CallPilot 150 Installation and Maintenance Guide For information about configuring telephony resources refer to the e Business Communications Manager 3 0 Programming Operations Guide e Norstar System Coordinator Guide Nortel Networks Call Center Set Up and Operation Guide 16 Chapter 1 About Nortel Networks Call Center How to get help USA and Canada Authorized Distributors Technical Support Telephone 1 800 4NORTEL 1 800 466 7835 If you already have a PIN Code you can enter Express Routing Code ERC 196 If you do not yet have a PIN Code or for general questions and first line support you can enter
144. nformation in the routing table the call is routed to the skillset you choose You can change the priority from 1 20 of the call in the skillset that is assigned for the line the call comes in on DNIS DNIS Dialed Number Identification Service sends a call directly to an internal extension without going through the operator A DNIS number identifies the number the call is made to If a call matches the DNIS information in the routing table the call is routed to the skillset you choose You can change the priority of the callin the skillset that is assigned for the line the call comes in on Voice Button Select the Voice Button check box if you want Multimedia Call Center calls assigned to this route You must use Business Communications Manager 3 0 and have Multimedia Call Center enabled Incoming Multimedia Call Center calls are assigned the Priority you select If you select the Voice Button check box you must leave the Line box and the DNIS box blank Action The action is the treatment that is applied to the call e You can move the call to another skillset e You can change the priority of the call from 1 20 e You can move the call to another skillset and change the priority of the call Note The CLID routing table can support 200 rules gt Each rule can be a number or a range such as 416 Nortel Networks Call Center Set Up and Operation Guide 46 Chapter5 Setting up skillsets
145. nging your supervisor password Keep your password confidential Change your password regularly about every 30 days 1 7 8 9 Press Q f0 4 Enter your Agent 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 OE to accept supervisor status or press CHHG and then OK to log on as an agent Press IH to log on to one or more skillsets If IH does not appear you are already logged on to all the skillsets or there are no skillsets available Press CHHG until the skillset you want to log on to All or a number appears on the display If there is only one skillset available to log on to that you are assigned to you are automatically logged on to that skillset Press OE Press HET From the Supervisor display press ALMIH 10 Enter a new password from four to eight digits long and press OK 11 Enter your new password again and press OK 12 Press P0993308 02 171 Chapter 13 Tips for operating Call Center This chapter provides tips to improve the operation of Call Center Agent administration Agents can log on to any telephone on the system Call 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
146. nsure that callers are played skillset announcements and CallPilot does not use all of the voice channels A reserved channel is used when e aCall Center greeting plays to a caller e Off premise Message Notification notifies you that there is a message in a skillset mailbox Master Client Address The Master Client Address is the address where the real time data stream for Call Center Reporting purposes is delivered You must enter either the host name or the IP address of the computer that is running the Call Center Reporting Master Client The Master Client Address appears only if you use Call Center Professional on a Business Communications Manager 3 0 system or if you have purchased and enabled the Call Center Reporting Software Authorization Code Contact your service representative if you are interested in the Call Center Reporting Software Authorization Code P0993308 02 Chapter 11 Setting up Call Center general properties 157 Setting up general Call Center properties For information about the general Call Center properties refer to General Call Center properties on page 155 To set up the general Call Center properties 1 Start CallPilot Manager Click the Call Center heading Click the General Properties link The Call Center Properties page appears Call Center Properties I Primary Alert 00 00 mm ss Secondary Alert 00 00 mm ss Master Client Address Reserved Channels 1 pd Submit C
147. nt Transfer to Operator Transfer to CCR fix Change Call Priority Only New Call Priority No Change 6 From the Service Mode list box select Day Night or 24 Hour Nortel Networks Call Center Set Up and Operation Guide 118 Chapter 9 Setting up Routing Tables 7 Select the Timer check box if you want Intelligent Overflow Routing to time how long the call waits and enter the time that a call waits in the skillset before it goes to the destination that you specify 8 Select the Agents Not Logged In check box to if you want Intelligent Overflow Routing to check whether there are agents logged on to the skillset or do not select the Agents Not Logged In check box and Intelligent Overflow Routing does not check to see if agents are logged on to the skillset 9 At the Action option select the destination for calls to send the call to another skillset select Move to Skillset and from the list box select the skillset you want to move to call to If you also want to change the priority of the call from the New Call Priority list box select a new priority for the call The default is 10 to send the call to the skillset mailbox select Send to Skillset Mailbox to overflow the call to another skillset Select Overflow to Skillset and click the Specify link The Overflow to Skillset Configuration page appears Select the check box for the skillset you want to overflow to and click the Submit button
148. nt from a skillset on page 52 To delete an agent Start CallPilot Manager 2 Click the Call Center heading 3 Click the Agent List link The Agent List page appears 4 Click the Delete link for the agent you want to delete A message appears that asks you to confirm the deletion 5 Click the OK button A message appears that says the agent is deleted 6 Click the OK button Note If the agent you are deleting is logged on a message appears that states that the agent is currently logged on and asks if you want to delete the agent To delete the agent click the OK button P0993308 02 Chapter 4 Setting up Call Center agents 35 Logging an agent off Agents usually log out when they are no longer available to receive calls If an agent leaves and does not log off you can log the agent off An agent that is logged off does not receive any new Call Center calls To log an agent off Start CallPilot Manager 2 Click the Call Center heading 3 Click the Agent List link The Agent List page appears 4 Click the Force Off link for the agent you want to log off A message appears that asks you to confirm the request to force off the agent 5 Click the OK button A message appears that says the agent is logged off 6 Click the OK button 7 To log the agent off click the OK button The agent status changes to Logged Off on the Agent List page Note If the agent you log off is on a call the call i
149. o the skillset mailbox or Call an Operator receptionist or subscriber and ask them to transfer you to the skillset mailbox number using 6 6 After you reach the skillset mailbox press during the greeting to open the skillset mailbox If you are in Europe or Australia press At the voice prompt enter the skillset mailbox number and password and press Follow the voice prompts To open a skillset mailbox directly from an outside telephone Follow either procedure to open a skillset mailbox remotely 1 2 Call a telephone line that is answered by the Automated Attendant 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 Follow the voice prompts or Call your own extension number Press during your personal greeting If you are in Europe or Australia press Enter the skillset mailbox number and password and then press Follow the voice prompts Nortel Networks Call Center Set Up and Operation Guide 62 Chapter 6 Setting up skillset mailboxes Skillset mailbox password To decrease the chances of unauthorized access to a skillset mailbox change its password every 30 days Keep a written copy of the skillset mailbox passwords in Skillset mailboxes on page 187 Give the skillset mailbox passwords only to the agents who retrieve messages at your call center For security reasons
150. ode Overflow Enable Uncontiqure unused Configure unused Configure unused Configure ooye wn 4 Click the Service Mode link for the skillset you want to set up The Skillset Service Mode page appears Skillset Service Mode Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format 24 hr Service Monday Vv Tuesday Wednesday Thursday Friday Saturday Sunday Submit Cancel Nortel Networks Call Center Set Up and Operation Guide 132 Chapter 9 Setting up Routing Tables 5 For each day of the week set the hours of operation for the skillset e to have the skillset operate in 24 hour mode leave the 24 hr Service check box selected for that day e to set the start time for the Day Routing Table in the Day Start Time box enter the start time in 24 hour format e to set the start time for the Night Routing Table in the Night Start Time box enter the start time in 24 hour format 6 Click the Submit button P0993308 02 Chapter 9 Setting up Routing Tables 133 Setting the Service Mode for skillsets You must set the Service Mode the skillset uses so that 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 Call Center Service Mode is 24 hour operation You can change the hours of operation using the Operator Feature Code Ce J
151. on of the conference call you are disconnected from monitoring the call When the call goes out of conference you are automatically monitoring the call again On hold calls If the agent puts a call that you are monitoring on hold your monitoring session continues while the call is on hold When the agent resumes the call you are still monitoring the call If an agent puts one call on hold and answers another call you can monitor only the currently active call When the agent switches back to the first call this becomes the active call that you are monitoring Using VoIP telephones Do not monitor agents who use VoIP telephones If you monitor an agent who uses a VoIP telephone a noticeable noise can be audible for several seconds when you begin to monitor a call Companion sets You cannot monitor agents who are logged on to Companion sets ISDN sets You cannot monitor agents who are logged on to ISDN Integrated Services Digital Network sets Maximum number of conference bridges If the maximum number of simultaneous conference bridges are being used when you try to start a monitoring session your display shows Observe Failed Transferred calls If you are monitoring an agent and they transfer a call you do not continue to hear the call until the transferred call is answered P0993308 02 Chapter 12 Monitoring Call Center call activity 167 Monitoring skillsets Use e
152. one or more skillsets The caller continues to hear the greetings from the original skillset e sending the call to the skillset mailbox e transferring the call to an extension external number mailbox Automated Attendant CCR Tree or operator e changing the priority of the call Nortel Networks Call Center Set Up and Operation Guide 112 Chapter 9 Setting up Routing Tables 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 call center go to skillset 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 skillsets 2 and 3 the sales department skillsets An agent from any of the three skillsets can answer the call The Call 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 3 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 skillsets 2 and 3 When a call overflows it a
153. ons 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 an extension 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 The Caller Input Rules Table is 1 9 default 1 This is the rules table used for processing the route step No Intelligent Caller Input Routing While the greeting plays callers cannot press a dialpad button to transfer their call Call 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 Nortel Networks Call Center Set Up and Operation Guide 124 Chapter 9 Setting up Routing Tables Adding a Greeting step Greeting steps play a message to waiting callers To add a Greeting step 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillsets List page appears Skillset List Skillset Name Status Commands 1 Documentat
154. ot 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 Display Waiting Calls PJ Agents who answer calls only during peak call periods can use Display Waiting Calls to see which skillsets have the most call activity P0993308 02 29 Chapter 4 Setting up Call Center agents Agents handle the calls in your call center Supervisors are agents with additional capabilities Supervisors can change their own password and monitor calls between agents and callers About adding agents Before you can add agents to your Call Center you must purchase and enable a Software Authorization Code for the number of agents that you want to add The number of agents you can add to your call center is determined by the number of agents the Software Authorization Code enables For how to enable a Software Authorization Code refer to Enabling Software Authorization Codes on page 160 For more information about Call Center agents refer to the Nortel Networks Call Center Agent Guide Agent properties Agent ID Each agen
155. ou add an agent Call 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 are 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 similar to 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 previously called Force Cail 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
156. ou 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 72 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 Youcan 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 74 P0993308 02 Chapter 6 Setting up skillset mailboxes 73 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 Replying to an external caller on page 77 To play skillset mailbox messages CallPilot Use this procedure if you use the CallPilot interface 1 Press R 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 MEO EXIT You can play any message
157. ox 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 phone number and a brief message One of our agents will return your call when we re open on December 27 Thank you P0993308 02 Chapter 6 Setting up skillset mailboxes 65 To record a Primary or Alternate skillset mailbox greeting Skillset name Greeting options REC CHOOSE CFD Greeting PRIME ALT PERS Hot recorded 7 Record now YES HO QUIT Record greeting RETRY Ok Accert greeting RETRY PLAY Ok Press R 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 Goto step 4 If you use the Norstar Voice Mail interface e Press ADMIH or e Press GREET or e Goto step 4 Press REC or f Press PRIME or to record the Primary greeting or press ALT or to record 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 r
158. p you want to delete A message appears that asks you to confirm the deletion Click the OK button The step is deleted from the Routing Table list Click the Close button to return to the Skillset List page Nortel Networks Call Center Set Up and Operation Guide 140 Chapter 9 Setting up Routing Tables Creating Caller Input Rules If you use Professional Call Center you can create Caller Input Rules that route calls to other skillsets or locations based on caller multi digit DTMF input Caller Input Rules let you identify callers depending on what kind of services your call center has For example callers can enter a passcode to access a special service line Refer to An example of using Intelligent Caller Routing Advanced on page 144 for an example of how to use Caller Input Rules in your call center You can create up to 2 000 Caller Input Rules for each table Each rule has a Match String and an Action The Match String is the string of digits that is checked and the Action is the routing applied to calls that match the rule The list of Caller Input Rules is sorted numerically by Match String If strings overlap longer more specific strings appear before shorter less specific strings Note When you record the greetings you want to use for Caller Input include that the caller must press after they enter their input For example If you have a personal identification number please enter it now followed by the k
159. pe 6 At the Intelligent Caller Input Routing option select Basic Click the Submit button The Greeting step appears as step 1 in the Night Routing Table list 9 Click the Insert link for the End step The Routing Step page appears 10 Select the Disconnect option 11 Click the Submit button The Disconnect step appears as step 2 in the Night Routing Table list 12 Click the Close button to return to the Skillset List page Nortel Networks Call Center Set Up and Operation Guide 138 Chapter 9 Setting up Routing Tables Changing a Routing Table 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 55 To Follow the procedure Insert steps Adding a Greeting step on page 124 Adding a Distribute for step on page 127 Adding a Goto step on page 128 Adding a Transfer step on page 129 Adding a Disconnect step on page 130 Review steps Reviewing Routing Table steps on page 138 Modify steps Modifying Routing Table steps on page 138 Delete steps Deleting Routing Table steps on page 139 Reviewing Routing Table steps You can review the steps for enabled skillsets 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears 4 Click the Day or Night link for the skillset whose routing table steps you wan
160. perator and press OK or if you changed the default Operator password enter the new password and press OE Choose option Press MODE OPER HOCE Call Center 3 This display appears briefly Service Nortel Networks Call Center Set Up and Operation Guide 134 Chapter 9 Setting up Routing Tables Ge 1 Auto CHHG WIEW HET Mode 2 Day CHHG HEST 4 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 HEXT 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 Day or Night or press HET to view the next skillset While you view the skillsets you can press and then enter the skillset number to view a specific skillset If you use Basic Call Center you have 2 skillsets If you use Professional Call Center you have 50 skillsets Ifyou want to view a skillset from 1 9 enter the skillset number and then press OE If you want to view a skillset from 10 50 just enter the number of the skillset Ifyou want to return to the previous display press QUIT Ifyou want to re enter the skillset number press RETR Y to view the previous skillset
161. press SETUP to add another destination P0993308 02 Chapter 7 Off premise Message Notification 91 Startitstart time 21 Press HEST or to accept the start time that you entered CHHG HET r press CHNG or 1 _ to change the start time Stor itstor time 22 Press HET or to accept the stop time that you entered CHHG MEST or press CHNG or 1 to change the stop time 23 Press OK or 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 Med ture new CHHG OF Msa notify 24 Press to end the session ADMIM SELECT Nortel Networks Call Center Set Up and Operation Guide 92 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 81 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 92 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 phone to an extension pager or another phone number page 94 from a pager to an extension or phone page 96 from a phone or ext
162. r Set Up and Operation Guide 144 Chapter 9 Setting up Routing Tables Using wildcard characters You can use the wildcard characters and in the match string e matches any single digit e matches zero or more digits When you use the wildcard character e it can appear only once in a match string e it can appear only at the end of a match string e it cannot be the only character in a match string Some examples of using wildcard characters in the match string 1111 Matches all account numbers 111100 to 111199 HHHHHHHH Matches a credit card number with the correct number of digits Matches all valid input greater than 1 character An example of using Intelligent Caller Routing Advanced The call center of Bridgestone Computers uses Intelligent Caller Routing Advanced and Caller Input Rules to give some callers access to a special service line Bridgestone Computers uses Professional Call Center which gives them Intelligent Caller Routing Advanced functionality Customers who purchase equipment that is under warranty have an eight digit personal identification number When they call Bridgestone Computers service line and enter their personal identification number their call receives priority handling in the call center Here is how their call is handled 1 The caller hears the greeting for the service line which includes If you have a personal identification number please enter it now
163. r Voice Mail interface 1 Presse JQ f J Follow the voice prompts or the display button options on your telephone to open the skillset mailbox Press PLAY or to listen to your messages For other options refer to the table Playing skillset mailbox messages Norstar Voice Mail on page 71 Z new 8 saved PLAY REC ADMIH 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 nine seconds and resumes playing or Y 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 r Y gt gt gt gt gt gt Envelope Plays the information in the message envelope Envelope v Vv information includes 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 r v v 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 72 Nortel Networks Cal
164. ransfer 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 Greeting step callers hear two greetings in a row Call Center general parameters Do not assign all the available voice channels as reserved channels Call Center can use any voice channel but reserved channels are never used by voicemail A reserved or voice channel is used when aCall Center greeting is played to a caller Off premise Message Notification notifies you of a message in a skillset mailbox P0993308 02 Chapter 13 Tips for operating Call Center 173 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 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 maximun calls is the maximum number of calls that Call Center can normally handle Ina call center where external calls are not transferred or forwarded to Call Center the maximum number of calls is the same as the number of lines programmed to be answered by Call Center Inacall center where external calls are frequently transferred or for
165. re 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 informs callers that 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 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 Nortel Networks Call Center Set Up and Operation Guide 104 Chapter 8 Recording Call Center Greetings Transfer greeting A transfer greeting lets a caller transfer their call Please press 1 to leave a message and o
166. recommend that you read the telephone user card for your telephone before proceeding Note If you use a phone to set up Call Center on CallPilot 150 you must use a two line display telephone You can use a phone to set up Call Center only if you use CallPilot 150 You cannot use a phone to set up Call Center if you use Business Communications Manager You can also use CallPilot Manager to set up Call Center System timeout If you pause longer than 2 minutes 150 seconds when you program Call 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 If the system times out while you are setting up Call Center the settings are entered in the system To continue programming you must log on again and change the settings Nortel Networks Call Center Set Up and Operation Guide 22 Chapter 2 About setting up Call Center 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 BESSF display b
167. rmat if you want to edit the sound file on your computer To export a previously recorded greeting 1 Start CallPilot Manager Click the Call Center heading Click the Greetings link The Call Center Greetings page appears 4 Click the Voice link for the number of the greeting you want to export The page you can export a greeting from appears 5 At the Export option click either the Native Encoding or WAV Encoding link The File Download dialog box appears 6 Click Save this file to disk and click the OK button The Save As dialog box appears 7 From the Save in list box navigate to where you want to save the file and click the Save button P0993308 02 109 Chapter 9 Setting up Routing Tables About Routing Tables Routing tables determine how the system answers holds and routes incoming calls to agents in your call center You set up routing tables to handle incoming calls for each skillset A call in a skillset receives the treatment specified by the routing table The treatment can be a combination of greetings transfers distribution 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
168. rom the table To clear a Caller Input Rule Table 1 Start CallPilot Manager Click the Call Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears Click the Clear link for the table you want to clear A message appears that asks you to confirm the deletion Click the OK button Nortel Networks Call Center Set Up and Operation Guide 148 Chapter 9 Setting up Routing Tables P0993308 02 149 Chapter 10 Line administration Before Call Center can answer an incoming line you must assign the line to be answered by a Call Center skillset Refer to A comparison of Basic and Professional Call Center on page 13 for information on how many lines you can configure for your call center The line numbers can be any line number from 1 to 500 For each line that you want Call Center to answer you assign e the line to be answered by Call 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 191 Configuring lines 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 Note Target lines that are assigned to a B2 skillset cannot have their prime extension programmed as the Control DN of the skillset This is restricted by
169. rties the assigned agents and the routing table information To unconfigure a skillset 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears 4 Click the Unconfigure link for the skillset you want to unconfigure A message appears that asks you to confirm the request to unconfigure the skillset 5 Click the OK button The programming for the skillset is removed from the Skillset List page P0993308 02 57 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 they use the primary prompt language their maximum message time is 15 minutes their maximum message length is three minutes their maximum message retention is 30 days they have a maximum greeting length of one minute 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 58 initialize the skillset mailbox record
170. s Call Center Set Up and Operation Guide 14 Chapter 1 About Nortel Networks Call Center Features Basic Call Center for Professional Call Center Basic Call Center for CallPilot 150 for Business Business Communications Communications Manager 3 0 Manager 3 0 Delegated Call Center Administration the System Administrator can create a password to give a Call Center Available Available Available Administrator or supervisor access to Call Center administration Intelligent Overflow Routing rules you create to overflow change the priority of and move calls to multiple skillsets a Available Available Available skillset mailbox an internal or external number a mailbox the Auto Attendant or an operator Intelligent CLID DNIS Routing Not available Available Not available Overflow rules per skillset 20 20 20 Overflow skillsets 1 49 1 Day of Week Service you specify the start and end times 7 for the day and night skillset for Available Available Available each day of the week Limited Feature 983 telephone i administration Available Not available Not available CallPilot Manager Available Available Available Call Center Reporting Enabled with optional Enabled with optional Software Authorization Available Software Authorization Code Code P0993308 02 Chapter 1 About Nortel Networks Call Center 15 Call Center maximum capacities The Call Center maximum co
171. s not interrupted gt Nortel Networks Call Center Set Up and Operation Guide 36 Chapter 4 Setting up Call Center agents P0993308 02 37 Chapter 5 Setting up skillsets About skillsets Call Center skillsets answer and distribute calls to agents as they become available Skillsets hold calls for different call center departments such as sales and technical support The maximum number of skillsets you can set up depends on whether you have Basic or Professional Call Center and whether you use the CallPilot 150 or Business Communications Manager 3 0 system For more information refer to Number of skillsets on page 13 You cannot change the properties of a skillset while it is in use For more information refer to Skillset properties on page 38 and Configuring lines on page 149 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 assigning lines refer to Setting up Call Center general properties on page 153 e 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 TRANSFER and entering the CDN of the skillset The receptionist agent or subscriber must not use the Call Pickup feature e The Automated Attendant or a CCR Tree answers the call
172. s slowly 2 o flashes based on the status of the calls for the skillsets an agent is logged on to If a call exceeds the Secondary alert time e amemory button indicator programmed with Display Waiting Calls Ce 9 0 9 flashes quickly 2 OJE flashes based on the status of all the calls in the call center e amemory button indicator programmed with Agent Login Le J 0 4 flashes quickly 2 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 26 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 Nortel Networks Call Center Set Up and Operation Guide 156 Chapter 11 Setting up Call Center general properties Reserved channels Reserved channels are voice channels that are reserved for use by Call Center If you reserve channels you e
173. s to the next step in the routing table If there is no next step set up in the routing 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 leaves 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 Transfer A transfer step can transfer calls to e an extension e amailbox e an external number e the Automated Attendant e an operator e aCCR Tree Disconnect A Disconnect step releases calls from the skillset If the first step ina routing table is a Disconnect Call Center does not answer the call P0993308 02 Chapter 9 Setting up Routing Tables 123 Greeting step parameters You can assign these parameters to greeting steps If 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 121 Forced Play Enable Forced Play for a greeting that contains importan
174. sage Notification to refer to a phone number page 82 an extension page 85 a pager page 87 To set up Off premise Message Notification to a phone number 1 Press RIBJA 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 MOTIF or to open the Off premise Message Notification menu e Gotostep3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Msa notify 3 Press ADMIH or 1 to set up Off premise Message Notification ACMI SELECT Destination 4 Press FHOHE or 1_ to choose a phone number destination PHOME ExT PAGER Phi 5 Enter the destination phone number and press OK or The RETRY Ok destination phone number is a maximum of 30 digits P0993308 02 Chapter 7 Off premise Message Notification 83 TP ACE DE Start hhrmms RETRY OK start time RETRY AM Pr start time RETRY Ok Stor Ahm RETRY Ok stor time RETRY AM Pr stor timer RETRY Ok More dest VES HO Startidetart timer CHHG HEST Storstor timer CHHG HEST 10 11 12 13 14 15 Press OK or to accept the destination phone number represented by lt x gt or press ADD or to add special
175. set it is automatically in 24 hour mode To change the gt Service Mode of a skillset refer to Setting the Service Mode for skillsets on page 133 P0993308 02 Chapter 5 Setting up skillsets 55 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 get distributed until the calls are ended To disable a skillset 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears 4 Click the Disable link for the skillset you want to disable A message appears that asks you to confirm the request to disable the skillset 5 Click the OK button On the Skillset List page in the Status column the skillset changes from Enabled to Disabled Nortel Networks Call Center Set Up and Operation Guide 56 Chapter 5 Setting up skillsets Unconfiguring a skillset You must disable a skillset if you want to change the skillset properties or administer the lines Before you unconfigure a skillset unassign any lines that are assigned to it by following the procedure Configuring lines on page 149 You must disable a skillset before you can unconfigure it Warning If you unconfigure a skillset you delete the skillset properties and the A programming for the skillset This includes the general prope
176. skillset ensure that the call center greetings set up in the Routing Table have Transfers set up If a call center greeting transfers to a skillset mailbox callers can press J to leave a message in the skillset mailbox Ensure that the greeting includes that callers can press P 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 P0993308 02 175 Chapter 14 Troubleshooting Call Center This chapter contains troubleshooting information for problems that can occur while setting up and operating Call Center Resetting passwords You can reset passwords if they are lost or forgotten To reset refer to the Operator password page 175 the Call Center Administrator password page 176 a skillset mailbox password page 63 an agent password page 33 Resetting the Operator password You can reset the Operator Le password if it is lost or forgotten Q is used by the receptionist Operator and Call 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 using CallPilot Manager Start CallPilot Manager Click the Operations heading Click the Operator Settings link The Operator Settings page appears Click the Reset Operator Password check box Click the Submit button The password is reset to 6
177. t 163 example of monitoring 168 logging on to monitor agents 164 Primary alert time 155 Secondary alert 155 Silent Monitor 163 skillsets 168 tips 164 using aheadset 164 Monitoring agents 53 163 Multimedia Call Center 11 30 CLID DNIS Routing 44 MWI extension 197 N Name skillset 198 skillset mailbox 59 Night mode skillset 110 Night Routing Table example 137 Norstar Voice Mail mailbox interface 24 Notification Off premise Message Notification 79 Number Control DN 27 Nortel Networks Call Center Set Up and Operation Guide 202 Index skillset mailbox 27 O Off premise Message Notification 172 about 79 changing parameters 92 destination number character limit 88 90 99 destination pager number and message character limit 87 feature restrictions 81 setting up to a pager number 87 to a telephone number 82 to an extension number 85 to wrong destination 79 Off premise Message Notification parameters destination telephone number 81 destination type 81 time range 81 types of message 81 Open Mailbox Feature Code 27 Opening a skillset mailbox 60 Opening your mailbox CallPilot 60 Norstar Voice Mail 60 Operator resetting password 175 Operator resetting password 175 Outdial route mailbox 80 Overflow Intelligent 14 P Parameters general Call Center 157 172 Routing Table Greetings 123 Password changing skillset mailbox 62 resetting agent password 33 resetting Call Center Administra
178. t Mailbox check box if you want callers to be able to transfer to the skillset mailbox By default callers press to transfer to the skillset mailbox You can assign a different dialpad button by selecting a number from the list box Select the CCR check box if you want callers to be able to transfer to a CCR Tree By default callers press to transfer to a CCR Tree You can assign a different dialpad button by selecting a number from the list box From the Tree list box select the CCR Tree you want callers to transfer to Note You or the System Administrator must set up a CCR Tree before callers can transfer to it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation Guide Select Advanced if you want callers to be able to enter multiple digits such as a passcode or a credit card number Advanced is available only if you use Call Center Professional Select the Advanced parameters From the Retries list box select the a number between 0 and 5 The default is 2 This is the number of times a Data Entry step repeats itself on a caller entry error From the Caller Input Rules Table list box select a number between 1 and 9 The default is 1 This is the rules table used for processing this route step You must have created rules in the Caller Input Rules Table For more information refer to Creating Caller Input Rules on page 140 9 Click the Submit button The Greeting step appears in the Rou
179. t Up and Operation Guide 142 Chapter 9 Setting up Routing Tables 8 Click the Add button The Match Rule Setup page appears Match Rule Setup Rule Table 2 Match String 1234 Action Move to Skillset 17 C Send to Skillset Mailbox Transfer to Extension C Transfer to Mailbox O C Transfer to External Outdial Method line LinePool Transfer to Auto Attendant Transfer to Operator e Transfer to CCR fix Change Call Priority Only New Call Priority No Change 9 Inthe Match String box type the string you want to match You can use and as wildcard characters For information on using wildcard characters refer to Using wildcard characters on page 144 10 Select an action for how you want to route the call e if you want to transfer the call to another skillset select Move to Skillset from the list box select the number of the skillset you want to transfer the call to if you want to change the priority of the call select a number between 1 and 20 from the New Call Priority list box The default is 10 e if you want to transfer the call to the skillset mailbox select Send to Skillset Mailbox e if you want to transfer the call to an extension select Transfer to Extension and in the box type the extension number you want to transfer the call to e if you want to transfer the call to a mailbox select Transfer to Mailbox and in the box type the mailbox n
180. t beech E ons de A ee ast gl aa aah a ee ena 189 Intelligent CLID DNIS ROWING 64 ccc ek cde ters dean eed Deeded eeceed eae 190 LIS GHAI ganar E E E e a eee Cees fees ENS AE ReS ees SS 191 GIOGGANY isc decc E A E E E E A T 193 INGEN cccisnsrasspowrdans oit nsii saia a eaa Shas aaa 199 Nortel Networks Call Center Set Up and Operation Guide 8 Contents P0993308 02 Chapter 1 About Nortel Networks Call Center This guide leads a Call Center Administrator or a System Administrator through setting up and operating Call Center and is an ongoing reference Call Center is an application that handles incoming calls as efficiently and economically as possible Call Center answers calls then routes the calls to agents in a skillset that most closely matches the needs of the caller Calls can be routed 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 or informative messages You set up and operate Call Center through CallPilot Manager the web based interface and from a telephone If you use the CallPilot 150 system you can set up and administer some Call Center functionality from a two line display telephone Professional and Basic Call Center Basic Call Center and Professional Call Center are avail
181. t 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 172 Intelligent Caller Input Routing Basic While the greeting plays callers can e press fi 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 Intelligent Caller Input Routing Advanced Advanced Intelligent Caller Input Routing is available if you use Professional Call Center Intelligent Caller Input Routing Advanced uses the Caller Input Rules you create to change the priority and route calls to other skillsets or locati
182. t is assigned a unique ID number Call Center assigns the lowest available ID number You can assign a different ID number Statistics are collected and reported for each ID number For more information on statistics refer to Monitoring call activity on page 163 and refer to the Nortel Networks Call Center Reporting Set Up and Operation Guide Agent ID is based on whether you use Basic or Professional Call Center and whether you use a CallPilot 150 or Business Communications Manager 3 0 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 Do not create agent names that have the same first seven characters If you use Call Center Reporting it truncates the agent name after the first seven characters and your agent names appear identical Supervisor Super represents the status of the agent No in the Super column means that an agent that does not have supervisor status Yes in the Super column means that an agent has supervisor status 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 Answ
183. t logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox Day Timer Move to skillset ___ Night Overflow to skillset s 24 Hour Agents not logged in Send to skillset mailbox P0993308 02 Chapter 15 Call Center Programming Record 185 Call Center agents Agent ID Agent name Supervisor status yes or no Names and s of skillsets agent is assigned to Priority in skillset Nortel Networks Call Center Set Up and Operation Guide 186 Chapter 15 Call Center Programming Record Skillset assignments Skillset name and Agent ID and name Priority P0993308 02 Chapter 15 Call Center Programming Record 187 Skillset mailboxes Skillset Mailbox name Mailbox number Control DN MWI extension Mailbox password
184. t option click the Browse button and follow steps 6 through 9 The Open dialog box appears From the Look in list select the location of the file In the File name box type the file name From the Files of type list select the file type Click the Open button Click the Send button To play the greeting in the Connect to box type an extension or telephone number and click the Play button Your telephone rings Answer the phone to listen to the greeting Click the Save button to save the greeting The greeting you save replaces the previously recorded greeting Click the Close button and replace the telephone handset Nortel Networks Call Center Set Up and Operation Guide 108 Chapter 8 Recording Call Center Greetings Exporting a Call Center greeting If you use Professional Call Center on Business Communications Manager 3 0 you can export a previously recorded greeting to a computer file in WAV or in its native format You cannot export a previously recorded greeting if you use CallPilot 150 Export the greeting in its native format if you want to re import the file later You can re import the file to your system or another Call Center or CallPilot system Export the file in its native format if you want to use the same greetings at different company locations If you keep the file in its native format you avoid converting the file to another format which can lessen its sound quality Export the greeting in WAV fo
185. t to review The Day or Night Routing Table page appears Click the View link to view the steps After you review the steps click the Close button Modifying Routing Table steps You must disable a skillset before you can modify its routing table steps For how to disable a skillset refer to Disabling a skillset on page 55 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List heading The Skillset List page appears 4 Click the Day or the Night link for the skillset with the routing table you want to change The Day or the Night Routing Table page appears for the skillset P0993308 02 Chapter 9 Setting up Routing Tables 139 Click the Modify link for the step you want to change The Routing Step page appears Make the changes you want to the routing table step Click the Submit button The changed step appears in the Routing Table list Click the Close button to return to the Skillset List page Deleting Routing Table steps You must disable a skillset before you can delete its routing table steps For how to disable a skillset refer to Disabling a skillset on page 55 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Day or the Night link for the skillset with the step you want to delete The Day or the Night Routing Table page appears for the skillset Click the Delete link for the ste
186. te in calls between agents and callers Voice channel A voice channel is the voice path that Call Center uses to play greetings to callers P0993308 02 199 Index Numerics 24 Hour Service mode skillset 110 A Adding agents to a skillset 49 agents to Call Center 31 multiple agents to Call Center 32 Additional Routing Steps 10 Agent adding multiple agents to Call Center 32 adding to Call Center 31 assigning to a skillset 49 Autobusy mode 171 changing information 33 deleting 34 dynamic priority 10 13 49 Feature Codes 28 listening to skillset mailbox messages 70 logging off 35 monitor 53 163 parameters 29 resetting password 33 Silent Monitor 163 unassigning 52 viewing in a skillset 53 Assigning Call Center language option 153 Intelligent Overflow to a skillset 117 Attendant extension 40 Auto Attendant and Call Center 12 Automatic Answer 10 Automatic timeout 28 B1 DNs 38 B2DNs 38 Basic Call Center 13 Break Time 40 Button memory button indicators 155 programming a memory button 26 C Call call activity monitoring 168 Distribution Method 197 Dynamic Priority 11 priority 11 Silent Monitor 163 Call Center adding agents 29 31 adding multiple agents 32 Basic 13 Call answering 150 151 configuration limits 15 180 efficiency tips 174 Feature Codes 25 greetings 103 language availability 153 maximum capacities 15 180 password access 20 password creating 20 preventing call congestio
187. tendant e if you want to transfer the call to the operator select Transfer to Operator e if you want to transfer the call to a CCR Tree select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to Note You or the System Administrator must set up a CCR Tree before callers can transfer to it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation Guide Click the Submit button The Transfer step appears in the Routing Table list Click the Close button to return to the Skillset list Nortel Networks Call Center Set Up and Operation Guide 130 Chapter 9 Setting up Routing Tables Adding a Disconnect step Disconnect steps release a call from the skillset it is in If the first step in a routing table is a Disconnect step Call Center does not answer the line To add a disconnect step 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillsets List page appears Click the Day or the Night link for the skillset you want to add a disconnect step to The Day or the Night Routing Table page appears Click the Insert link for a step in the routing table The disconnect step is added before this step To add the disconnect step to the end of the routing table click the Insert link for the End step If the Routing Table is full the End step does not appear The Routing Step page appears Click
188. 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 point Skip B Advances the message five seconds and continues playing from that Forward point Previous T Stops playing the current message and plays the previous message Message a Next 6 Plays the next message in the skillset mailbox If you use this while a Message 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 Help Y Offers a Help menu Reply Y Replies to a message Nortel Networks Call Center Set Up and Operation Guide 74 Chapter 6 Setting up skillset mailboxes Playing skillset mailbox messages CallPilot Available during and after Option Button playing Description Envelope aa Plays the information in the message envelope Envelope information zji Y includes the date and ti
189. the software The recommended setting for these lines is blank For information on how to program the prime extension refer to the Business Communications Manager Programming Operations Guide or the Norstar System Coordinator Guide Lines that are programmed to be answered by Call Center must not be programmed to be answered by another peripheral or application To delay calls being answered you can assign Call 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 Call Center answers immediately For 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 Caller ID information is not relayed Long distance charges start when a call is answered by Call Center To minimize long distance charges set the ring count higher than 0 so that calls spend more waiting time in a ringing state Nortel Networks Call Center Set Up and Operation Guide 150 Chapter 10 Line administration To configure a line 1 Start CallPilot Manager 2 Click the Auto Attendant heading The Lines Administration page appears Lines Administration Line Answer Mode Table Skillset Rings Command Auto Attendant 3 Change Auto Attendant Change Auto Attendant Change Auto Attendant Change Auto Attendant Change Call Center C
190. the Call Center heading Click the Skillset List link The Skillset List page appears Click the Overflow link for the skillset that has the rule you want to move The Overflow Rule Table page appears Overflow Rule Table Skillset 7 Rule Mode Condition Action Commands 1 Day No Agents Skillset Mailbox 229 Insert Modify Delete Move End Insert Close 5 Click the Move link for the rule you want to move The Overflow Rule Table Move page appears Overflow Rule Table Move Skillset 3 Rule Mode Condition Action Move Overflow 2 4 Day 02 00 Priority 4 Cancel 2 Day No Agents Skillset Mailbox 426 Here 3 Night No Agents Skillset Mailbox 426 Here End 6 Click the Here link for the location you want to move the rule to The Overflow Rule Table page shows the rule in its new location 7 Click the Close button Nortel Networks Call Center Set Up and Operation Guide 120 Chapter 9 Setting up Routing Tables Modifying an Intelligent Overflow Rule 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Overflow link for the skillset with the rule you want to modify The Overflow Rule Table page appears Click the Modify link for the rule you want to modify The Overflow Rule page appears Change the mode conditions or actions for the rule Click the Submit button The modified rule appears in the Overflow Rule Tabl
191. the Disconnect option Click the Submit button The Disconnect step appears in the Routing Table list Click the Close button to return to the Skillset List page P0993308 02 Chapter 9 Setting up Routing Tables 131 Assigning Routing Table hours of operation To assign the routing table hours of operation for each day of the week you set the start times for the Day and Night Routing Tables for each skillset The start times determine which routing table is used for the skillset You can also leave the default as 24 hour operation If you select 24 hour operation the skillset uses the Day Routing Table only for that day To assigning hours of operation to a skillset 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Skillset List Skillset Name Status Commands Documentation Enabled Properties Agents Day Night ServiceMode Overflow Disable Testing Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Alt Lang Testing Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Calgary Disabled Properties Agents Day Night Service Mode Overflow Enable Uncontiqure Ottawa Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Santa Clara Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Vancouver Disabled Properties Agents Day Night Service M
192. the skillset mailbox greetings You can use the table Skillset mailboxes on page 187 to record the skillset mailboxes you set up Nortel Networks Call Center Set Up and Operation Guide 58 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 mailbox s Control DN If you know the skillset mailbox number you can initialize the mailbox Refer to Initializing a skillset mailbox on page 59 To determine a skillset s mailbox number and Message Waiting Indication telephone Seb xxx L HEXT COM 1 ese L HEXT Ext Lt HEX HEXT 1 Press e 8 6 Press HEXT The skillset mailbox number for skillset 1 is displayed If Hone appears the skillset is not configured Press HET to continue The Message Waiting Indication MWD 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 next to view the skillset mailbox number and MWI extension for each skillset Press to end the session P0993308 02 Chapter 6 Setting up skillset mailboxes 59 Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left i
193. ting Table list 10 Click the Close button to return to the Skillset list P0993308 02 Chapter 9 Setting up Routing Tables 127 Adding a Distribute for step Distribute for steps put callers on hold while they wait for an agent To add a Distribute for step 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Day or the Night link for the skillset you want to add a distribution step to The Day or Night Routing Table page appears for the skillset Click the Insert link for the step you want to add a Distribute for step to The Routing Step page appears Click the Distribute for option In the Distribute for box enter the longest time in minutes and seconds that callers can wait on hold in this step Click the Submit button The Distribute For step appears in the Routing Table list Click the Close button to return to the Skillset list Nortel Networks Call Center Set Up and Operation Guide 128 Chapter 9 Setting up Routing Tables Adding a Goto step Goto steps send a caller to another step in the routing table You can add a Goto step only to the end of a routing table To add a Goto step 1 Start CallPilot Manager Click the Call Center heading Click the Skillset link The Skillset List page appears Click the Day or the Night link for the skillset you want to add a Goto step to The Day or the Night Routing Ta
194. to the message press REPL or J CallPilot dials the external number directly To reply to an external caller CallPilot 1 Press R 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 9 to call the caller CallPilot dials the external number directly Nortel Networks Call Center Set Up and Operation Guide 78 Chapter 6 Setting up skillset mailboxes P0993308 02 79 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 the 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 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 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 Call Center can call your car phone first when there is a message in the skillset mailbox If there is no answer Call Center waits five minutes and calls your car pho
195. tor 176 resetting Operator 175 resetting skillset mailbox 63 skillset mailbox 59 62 Pausing a message 72 Playing message envelope CallPilot interface 74 Norstar Voice Mail 71 Post call Break Time automatic timeout 28 Preferred method of call distribution 197 Preventing calls from ringing at an agent s telephone 178 Professional Call Center 9 13 Programming a memory button 26 R Real time status of call activity 163 Recording greeting 108 Remotely opening a skillset mailbox 61 Replaying messages 72 Reply feature 73 Replying to an external message sender 77 using the DIAL option 77 to an internal message sender 75 to messages CallPilot 74 to messages Norstar Voice Mail 72 Reserved channels 156 173 Resetting agent password 33 Call Center Administrator password 176 Operator password 175 skillset mailbox password 63 Restrictions for using Call Forward No Answer 178 Restrictions for using Call Forward on Busy 178 Retrieving deleted messages 72 Retrieving messages from skillset mailbox 70 Reviewing agents 53 Routing Table steps 138 Rewinding messages 71 73 Rings assigning 151 Rings assigning number 150 Routing Table assigning skillset hours 131 examples of 135 Greeting parameters 123 Greeting step 122 hours 109 maximum number of steps 13 109 parameters of Greeting step 123 reviewing the steps 138 setting up 135 tips 172 Routing Table steps Disconnect 122 Distribute for 122 Greeting 1
196. tor password 0 00 cece eee 179 Resetting the Call Center Administrator password 200 0 eee 176 POSE POEME 45 4 0 2h trr es FERRE OWE GS Se YR AES RS A Oe hrai TES aE OS 177 Agen logon PORCINE 246544 4e04505ese sr oenHesednr Se r bs 177 Features that logged on agents can use 2 2 eee ee 177 SRINSEL OOM 22022 266 rten sd tree doehratergeewrceadrwaedeaaa mime 179 Problems enabling Skilleets 22222 2 ccecsece eve ve wetesd deiedre dae eee 179 Problems changing skillset properties 0 20 e eee eee 179 Problems viewing skillset settings 0 0 2 0 cee eee eee ee eee 179 Call processing probleme wick ies d4548 064 ES ENE ELSES LSE ES ESA H ET EER DS 180 Chapter 15 Call Center Programming Record 0 cece cence eens 181 CI od Satis ok RUS bdo hela amp Seeded dee keds 182 General Call Center Properties cock see ee eee eked a ee eee dees 182 Operator Business Status si 4ccceceei bee dee edo ce eee eee teed a ERROR ERM 182 Call Comer shilsele shc29506342 5e 8S Se PEER SLeTS EGS ho Obs HESS eH SRE EES 183 Intelhgent Ovenlow ROUND 22222406640 56bR Eee eee eee dee eee a RET SHS ae 184 Call Cener agents lt cccccce ds sea ee eeS AE REGS OR EHD eee Pete eed e en es eee es 185 Oksel ASSHINMGING soo sce eee RECA MR RARE REE A 186 Dla INMNIDOKGS ceninin Frrr eee plage partes sehwamee Bea eLaeEs 187 MOUND TAME orcenwnt ceeekse tsd prAna EAP AS lt end eee Resdeises 188 so gonds e hea ae cone n
197. trator password the Call Man Logout H p Center settings that can be accessed L Call Center are Call Center Pi h all cent ti i eilit ease Choose ac center option e Agent List Add Many Agents General Properts e Add Many Agents e Skillset List Greetings Caller Input Rules e General Properties CLIDJONIS Routing Table e Greetings e Caller Input Rules e CLID DNIS Routing Table P0993308 02 Chapter 2 About setting up Call Center 21 Setting up Call Center from a two line display telephone You cannot use a single line display telephone to set up and administer Call Center on CallPilot 150 You must use a two line display telephone Two line display phones show CallPilot and Call Center commands and options A two line display can show up to three displayoptions at once In some instances an option does not have a corresponding display 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 SE ILL HEST Display buttons Call Center agents can use two line display telephones and one line display telephones Supervisors must use two line display telephones with the handsfree mute feature Non display telephones such as telephones attached to an analog terminal adapter cannot be used for Call Center agent tasks We
198. tton or to save the recording click the Save button The recording replaces a previously recorded greeting 10 Click the Close button and replace the telephone handset You can disconnect the telephone by clicking the Hang Up button or replacing the telephone handset The next time you use Play or Record the phone number shown in the Connect to box is dialed You do not need to hang up each time The connection remains for several minutes even if you close the page You can access another greeting without having to re answer your telephone The connection disconnects after several minutes of inactivity or if you log off CallPilot Manager P0993308 02 Chapter 8 Recording Call Center Greetings 107 Importing a Call Center greeting If you use Professional Call Center on Business Communications Manager 3 0 you can import a previously recorded greeting You cannot import a previously recorded greeting if you use CallPilot 150 To import a previously recorded greeting 1 a ON OQO 12 13 14 Start CallPilot Manager Click the Call Center heading Click the Greetings link The Call Center Greetings page appears Click the Voice link for the number of the greeting you want to record The page you can record a greeting from appears If you know the location of the greeting in the Import box type the location of the file and click the Send button or if you do not know the location of the greeting at the Impor
199. umber you want to transfer the call to e if you want to transfer the call to an external number select Transfer to External in the box type the number you want to transfer the call to from the Outdial Method list box select an outdial method P0993308 02 Chapter 9 Setting up Routing Tables 143 11 if you select Line or Pool in the Line Pool box type the line or line pool number used e if you want to transfer the call to the Automated Attendant select Transfer to Auto Attendant e if you want to transfer the call to the operator select Transfer to Operator e if you want to transfer the call to a CCR Tree select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to Note You or the System Administrator must set up a CCR Tree before callers can transfer to it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation Guide e if you want to the call to remain in its skillset but you want to change the call s priority within the skillset select Change Call Priority Only and from the New Call Priority list box select a priority between 1 and 20 for the call The default is 10 Click the Submit button The rule you created appears in the Match Table Repeat steps 8 through 11 if you want to add another rule to the table or click the Close button to return to the Caller Input Rules Tables page Nortel Networks Call Cente
200. utton Letters and numbers on the dialpad ee 2 ABC2abc B DEF3def GHI4ghi 6 J KL5jki 6 MNO6mno PQRS7pqrs B TUV8tuv 9 WXYZ9wxyz Quit 0 QZ Zeroqz f Accepts the displayed letter enters acomma The display can show up to 16 characters The prompt remains on the display if you enter fewer than ten characters If you enter information where the prompt and the information is fewer than 16 characters you can see both the prompt and the information you enter Pswdi1111 This is an example of a display with fewer than 16 characters where I T OTHR RETRY OF the command line prompt remains on the display Hame This display shows the Hame command line prompt RETRY BESP Ok F fs When you begin to enter the last name the Hame command line pease prompt disappears For example if you enter the name Partridge you press for P and the display drops the Hame prompt PARTRIDGE Although the name is only nine characters long the command line PETR SL tO 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 P0993308 02 Chapter 2 About setting up Call Center 23 Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad Conventio
201. warded to Call 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 37 e voice channels is the estimated number of voice channels available to Call Center The minimum number of voice channels available is equal to the number of reserved channels you set up in General call 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 Call Center parameters Call Center can use additional voice channels if and when they are available e maximum greeting length is the duration of the longest greeting of a skillset in seconds Nortel Networks Call Center Set Up and Operation Guide 174 Chapter 13 Tips for operating Call Center Tips to improve the efficiency of Call Center Plan for busy times e when you assign agents to the skillsets assign as many qualified agents as possible to answer calls for the skillsets e have agents log on to a skillset when it gets busy Plan for slow times e 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 e When no agents are logged on to any
202. which skillset they are logged on to 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 on to the Spanish skillset and a priority of 6 when they are logged on to the German skillset To change an agent s priority in a skillset 1 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Click the Agents link for the skillset you want to change the agent priority of The Assigned Agents page appears Click the Change button The Change Agent Priorities page appears Click the Change check box for the agent whose priority you want to change You can select more than one agent if you want to assign them the same priority From the Priority list box select the priority you want to assign Click the Submit button The Assigned Agents page shows the new priority Repeat steps 5 through 8 for each agent you want to change Note If you change the dynamic priority of an agent who is logged on the agent must gt log off and log on again for the change to take effect Nortel Networks Call Center Set Up and Operation Guide 52 Chapter5 Setting up skillsets Unassiging an agent from a skillset When you unassign an agent from a skillset the agent is removed from the skillset but is not deleted from Call Center If you want
203. x e reset the passwords of the Call Center Administrator and the operator For information on the Control DN refer to Determining a skillset mailbox number on page 58 For information on resetting the Operator and Call Center Administrator passwords refer to Resetting the Operator password on page 175 Display Waiting Calls Skillset Status Le jo e view real time status information about skillsets You can see how busy your call center is so that you can adjust skillset staffing 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 that has an indicator with e 9 0 9 Refer to Programming a memory button with a Feature Code on page 26 Log on Log off Monitor skillsets e log agents off if they forget to log off For information refer to Logging an agent off on page 35 Jo Not Ready e extend a Break Time period if agents need time after calls to do e paperwork or wrap up tasks For more information about Break Time properties for a skillset refer to Break Time on page 40 Note You can use The Log on Log off and the Not Ready Feature Codes but they are used primarily by agents For information on the Feature Codes used by agents refer to
204. x 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 RIBJA Follow the voice prompts or the display button options on your telephone to open the skillset mailbox Skillset name gt 2 The skillset mailbox name appears briefly 3 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 AGMIH or e Press GREET or e Goto step 4 a Greeting options FEC CHOOSE CFUWD Greeting PRIME ALT Greeting RETRY Phi CHHG Press REC or f Press PERS or to record a Personalized greeting Enter a Personalized greeting number of 1 2 or 3 Press CHNG or f P0993308 02 Chapter 6 Settin
205. you monitor the skillsets you can ask the qualified and available agents from another skillset to log on to skillset 1 until the calls in skillset 1 are handled ae SEILL a 1 7 agents SKILL HEXT it calls SKILL HEXT itwait 4 08 SKILL HEST 1 Press e R 0 Q Press HEST to monitor skillset 1 In this example skillset 1 is enabled and appears on the display first If skillset 1 is not enabled press HEXT to go to skillset 2 To monitor the next skillset press SKILL at any time The display shows the number of agents logged on to skillset 1 Press MET The display shows the calls that are currently waiting to be answered by agents in skillset 1 Press MET The display shows that the call waiting the longest in skillset 1 has been waiting for four minutes Press to end the session or press HEXT to monitor skillset 2 Using a memory button to monitor calls waiting in skillsets Program a memory button with 9 0 Q to view the status of all skillsets including the skillsets that you are logged on to If the memory button you choose has an indicator the indicator shows information for the calls for the skillset that you are logged on to For how to program an memory button refer to Programming a memory button with a Feature Code on page 26 e Ifthe indicator is off all of the calls are within the acceptable wait time e If the indicator is flashing slowly at least o
206. you use a line or a line pool in the Line Pool type the number of the outgoing line or line pool number you want to assign to the skillset mailbox for outdialing 6 Click the Submit button P0993308 02 Chapter 7 Off premise Message Notification 81 Off premise Message Notification parameters You can set up the parameters for Off premise Message Notification from any tone dial phone The parameters are e destination type phone extension or pager e destination number phone extension or pager e time range for receiving calls at phone numbers or extensions Pagers are notified any time there is a qualifying message e types of message you want to receive all new messages or just urgent messages Note The restrictions that apply to your phone line also apply to Off premise Message Notification numbers For example if you cannot dial long distance phone numbers from your phone you cannot have a long distance Off premise Message Notification destination number Nortel Networks Call Center Set Up and Operation Guide 82 Chapter 7 Off premise Message Notification 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 92 To set up Off premise Mes

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