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Avaya Call Center User's Manual

1. a 187 LO aa AMANG toes hee HAHA BWNAA PELEA eee sch been e neces s 188 Changing your supervisor password 0 000 cece eee eee 188 PU PS a ba ch GAGANA BAG NAG kk ee LENI 4099 994 AGA AYA KIS 189 How Supervisor Help works aaa 189 Configuring Supervisor Help 45 aa 04 25404643 bud owed oni ee booed we eer es 191 How to handle Supervisor help requests 0a 191 How to handle missed requests 0 000 eee ee eee 192 An example of retrieving an escalated request 192 Chapter 15 PE NG oo ae oe a eee ee ANA PAG ew eee ee KAR NG 193 lacie ONG ABAKA ee ee ee ee ee ee rer ee ere 193 Optional and Prompted Activity Code logging 193 Examples of Activity Code calls 0 195 Activity Codes Call Center automatically enters Autopegs and System Activity Codes 196 css oe ee ee ee ee ee ee KAHA ee ee ee eee 196 Examples of Autopeg calls 20 2c ccc ee eee 196 Ae AA 197 System Activity Codes that Call Center records 197 Examples of System Activity Code calls 0 0 cee eee 198 Prompted and Optional Activity Code logging AA eee ees 200 Examples of Prompted and Optional Calls 0 0 0 0 0c eee 200 How Activity Codes interact with system features 202 Creating Activity Codes 0 204 Changing an Activity LOOK WED ABA KABABA ARYA KB KA GALA WAG
2. Press to end the session Chapter 6 Setting up skillset mailboxes 67 Resetting a skillset mailbox password Note Reset a password only if the agent who accesses the skillset mailbox forgets the password or 1s locked out The password for the reset mailbox 1s 0000 The agent who accesses the skillset mailbox cannot retrieve 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 1s vulnerable to unauthorized access To reset a skillset mailbox password 1 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 1s reset to 0000 the default password Nortel Networks Call Center Set Up and Operation Guide 68 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 1s an optional greeting you can record for special circumstances If your call center subsc
3. 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 26 Chapter2 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 BESF display button Letters and numbers on the dialpad 1 ABC2abc DEF3def GHI4ghi J KL5jkl 6 MNO6mno PQRS 7pqrs TUV8tuv 9 WXYZ9wxyz 0 QZ Zeroqgz Accepts the displayed letter enters a comma The display can show up to 16 characters The prompt remains on the display 1f 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 Pswd 1111 This is an example of a display with fewer than 16 characters where LI 5 e 5 UTHE RETRY OF the command line prompt remains on the display Hame This display shows the Hame command line
4. 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 96 If you want to change the destination type refer to the procedure for the destination type To change the destination type referto o from a phone to an extension pager or another phone number page 98 from a pager to an extension or phone page 100 from a phone or extension to a pager page 102 To change the time range or type of message parameters 1 Press 9 8 fi Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Goto step 3 If you use the Norstar Voice Mall interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Msa notif 3 Press AD IH or to set up Off premise Message Notification ADMIN SELECT Hotifas gt 4 Press HEST CHHG NET If you want to change the destination type refer to To change the destination type on page 96 for the appropriate procedure More dest 5 Press NO or to continue YES HO P0605665 03 Start start Lime CHNG MEAT Shor stor Lime CHNG M3 Lyre new CHNG OK M3 not 114 ADMIH SELECT MEAT Chapter 7 Off premise Message Notification 97 Press CHNG or 1 to
5. 2 0 0 0 0000 ae 122 Moving an Intelligent Overflow rule 2 2 0 000 eee 124 Modifying an Intelligent Overflow Rule 0 0 eee ee eee 125 Deleting an Intelligent Overflow Rule a 125 Chapter 10 Setting up Routing TableS 0 0 c cee eee 127 About Routing TableS 4 5 icon ive ew enn coke EER ORO KO RD KAG 127 ataba a APP ae eS PP PIT 127 Expected Wait Time 0 0 ee eee eens 129 ge TE ee ee eee ee ee ee KG NGH ee er sere ee 129 Recording EWT greetings 2024240554 aG8ctsbencedecesatdseediewecnnndees 130 Examples of EWT greetings waaa KA PAGG obese aaa 130 Sauna Upan EWT TaD anak WRG MG KAK AKMA KNA BATANG PARKER eae KAMAG GA 131 Deleting an EWT O zan am GRABA kA KGG WA RKL MGB AARBBA ANEK WELL 134 CA an ENT TODO 64 6604554560 065 4 495500044545 0048545000 RO oH 135 About types of Routing Table steps 0 136 Greeting step parameters aaa 137 Adding a Greeting step a 138 Adding a Distribute for step nananana KAKA G PAKKKE KARA BAPRRER EEG 141 PONOA AA 142 Nortel Networks Call Center Set Up and Operation Guide 6 Contents FU GA SIOD oe a a PAPAG KA AA ANAK ten PAGKA KA 143 Adding a Disconnect step aa 144 Assigning Routing Table hours of operation eee eee 145 Setting the Service Mode for skillsets 0 Aa 147 Example of a Day Routing Table 0 00 eee eee 149 Example of a Night Routing Table
6. An agent can be monitored by only one supervisor at a time While you are on a call do not initiate a monitoring session You must use a two line display telephone Use a headset rather than handsfree when you monitor calls This ensures call privacy and reduces the office noise level Check the documentation for your telephone to make sure that you can use a headset with it Note You cannot monitor an agent who is gt e ona conference call e using an Answer DN e on an ISDN or Companion set e on any type of call if the maximum number of conference bridges 6 are being used Nortel Networks Call Center Set Up and Operation Guide 182 Chapter 14 Monitoring Call Center call activity Logging on and monitoring agent calls You must be logged on to monitor and answer calls You cannot log on if the maximum number of agents is logged on if you are logged on to another telephone or if someone else is logged on to your telephone You can log on only to skillsets that you are assigned to pana 10 11 12 13 Press 9 0 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 DE Press IN to log on to one or mor
7. Check that the agent is logged on and available You can view the agent in Reporting for Call Center or supervisor monitor Agents are automatically Logged Out or Made Not Ready if e acallis distributed to the agent and they do not answer the call After the transfer callback timer has expired the call goes back to the skillset and the agent will be made not ready or logged out depending on your Call Center configuration e 1f the agent has Call Forward configured on their set CFAC CFNA CFB Ask your administrator to check that your CDNs are valid Check that lines are assigned to only to one skillset Do not assign Call Center lines directly to sets Tells agents that if they use CFNA to program their telephones CFNA to the voicemail extension or the skillset extension if they do not have a mailbox If agents use T7316 sets all Call Center Feature codes F904 908 and 909 must be programmed to one of the bottom five keys on each side of the display Set your Transfer Callback to a higher value than the ring delay for CFNA Call Center never answers calls or takes a long time to answer calls Check e that your skillset is enabled e that disconnect is not the first step of a routing table e in your skillset parameters how long your Delay Answer is e the number of rings configured for your Call Center lines in Auto Attendant e that you have correctly configured the CDN for the skillset e ask your System Administrator to check t
8. You can record different types of greetings for Call Center Before you record your greeting determine what information the greeting includes When you prepare your greeting include important times and dates Keep greetings as short and concise as possible Use the following examples of greetings as a reference General company greeting The general company greeting 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 108 Chapter 8 Recording Call Center G
9. if you want to transfer the call to the Automated Attendant select Transfer to Auto Attendant and select a Greeting Table to transfer the call to or select None to transfer the call to the default Auto Attendant prompt if you want to transfer the call to the operator select Transfer to Operator 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 you can select it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation Guide if you want 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 11 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 OT click the Close button to return to the Caller Input Rules Tables page P0605665 03 Chapter 11 Creating Caller Input Rules 159 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 1t can appear only once in a match string e 1t can appear only at the end of a ma
10. 08 00 20 00 24 hr Service Tuesday 08 00 20 00 Wednesday 08 00 20 00 Thursday 08 00 20 00 Friday 08 00 20 00 Saturday 10 00 18 00 Sunday 10 00 18 00 Cancel Overflow RT NOR Works Overflow Rule Table Skillset 2 Rule Mode Condition Action Commands P0605665 03 Chapter 17 Examples of Call Center configurations 223 Professional Call Center with Reporting A year after they installed Basic Call Center Mosaic Hardwood Flooring moved to a larger location and expanded their team to 33 members They also now have one PRI trunk which lets them handle more calls Mosaic wants to upgrade their Call Center to keep up with their increased call volume They want to be able to direct calls to sales customer service preferred customers and installation bookings They want to track how many of each type of call is being received each week and they want to tell callers on hold what the Expected Wait Time is Mosaic now has seven on site and two off site sales representatives There are two staff members who book installations and two staff members who track service requests The installation team has expanded to 20 members Three senior sales people handle the preferred customers calls Only the sales people take sales related calls Installation bookings calls are handled by the installation booking employees Service requests are handled by two service request employees and any of the installation team when they are
11. 2 Click the Change link for the Activity Code you want to change The Activity Code Setup page appears Make the changes you want to the Activity Code s name and description Click the Submit button Deleting an Activity Code 1 Click the Call Center heading and click the Activity Codes link The Activity Codes page appears 2 Click the Delete link for the Activity Code you want to delete The Activity Code is deleted from the Activity Codes table Nortel Networks Call Center Set Up and Operation Guide 206 Chapter 15 Activity Codes Importing Activity Codes If you use Business Communications Manager you can import files of Activity Codes You can update the Activity Code table with a spreadsheet or other file You specify whether the file replaces the Activity Code list or 1s added to it Creating a list of Activity Codes The file you create to import must e bein ASCII format If you create the list in Notepad save it in ANSI format If you create the list in Excel save it in csv format e have one Activity Code per line comprised of the ID name and description separated by commas Example of an Activity Code list created in Notepad il New Activity Codes txt Notepad File Edit Pormat Help 3 Jsales Support Support for sales 4 Help Calgary Help Desk 5 o hE Subject Matter Experts 6b French French Language Support German German Language Support O opanish Spanish Language Support 4 Italian Ital
12. Change Call Priority Only New Call Priority No Change Submit Cancel In the 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 159 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 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 number 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 Nortel Networks Call Center Set Up and Operation Guide 158 Chapter 11 Creating Caller Input Rules if you select Line or Pool in the Line Pool box type the line or line pool number used
13. Number Control DN 31 skillset mailbox 31 O Off premise Message Notification 212 about 83 changing parameters 96 destination number character limit 92 94 103 P0605665 03 destination pager number and message character limit 91 feature restrictions 85 setting up to a pager number 91 to a telephone number 86 to an extension number 89 to wrong destination 83 Off premise Message Notification parameters destination telephone number 85 destination type 85 time range 85 types of message 85 Open Mailbox Feature Code 31 Opening a skillset mailbox 64 Opening your mailbox CallPilot 64 Norstar Voice Mail 64 Operator resetting password 241 Operator resetting password 241 Outdial route mailbox 84 Overflow Intelligent 16 P Parameters general Call Center 173 212 Routing Table Greetings 137 Password changing skillset mailbox 66 resetting agent password 39 resetting Call Center Administrator 242 resetting Operator 241 resetting skillset mailbox 67 skillset mailbox 63 66 Pausing a message 76 Playing message envelope CallPilot interface 78 Norstar Voice Mail 75 Post call Break Time automatic timeout 32 Preferred method of call distribution 267 Preventing calls from ringing at an agent s telephone 244 Professional Call Center 11 15 Programming a memory button 30 R Real time status of call activity 179 Recording greeting 113 Remotely opening a skillset mailbox 65 Replaying messages 76
14. P0605665 03 33 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 1s 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 20 For more information about Call Center agents refer to the Nortel Networks Call Center Agent Guide Agent properties Agent ID Each agent 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 179 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 100 150 or Business Communications Manager 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 A
15. 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 Programming Operations Guide Chapter 10 Configuring DNs for system devices Nortel Networks Call Center Set Up and Operation Guide 244 Chapter 18 Troubleshooting Call Center 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 being busy and still sends calls to the agent s main set Agents who log on from a regular telephone and answer C all Center calls using an answer DN key from a portable telephone cannot use Supervisor Help Do Not Disturb Instead of using Do Not Disturb agents must use the Not Ready Feature Code Ce 9 0 8 If agents use Do Not Disturb they are automatically logged out or made not ready after the first call Call Forward No Answer When an agent s phone is on Call Forward No Answer to the voicemail extension the number of rings for Call Forward No Answer must be less than the number of rings for Transfer Callback Timeout If a call is forwarded by CENA to another agent and is answered by that agent the original agent who has CFNA setting is made Not Ready or logged out instead of staying idle 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
16. gt 2 rings 123 124 gt Skillset 2 gt 2 rings Skillset 1 properties Name Sales Method Least busy calculate EWT P0605665 03 Chapter 17 Examples of Call Center configurations 219 Routing Tables Day Routing Table Skillset 1 This routing table DOES NOT puarantee fax delivery to the skillset malbox more information Step Information Commands Greeting 1 Normal No Transter Insert Modify Delete Distribute For 01 30 Insert Modify Delete Greeting 3 Normal No Transfer Insert Modify Delete Goto Step 2 Insert Modify Delete Inzert Close Night Routing Table Skillset 1 Tlus routing table DOES NOT guarantee fax delivery to the skillset mailbox more Information Step Information Commands 1 Transfer to Mailbox 2367 Insert Modity Delete End Inzert Close Day Routing Table steps 1 Greeting 1 2 Distribute 01 30 mm ss 3 Greeting 3 4 Go to Step 2 Night Routing Table steps 1 Send to Skillset Mailbox Nortel Networks Call Center Set Up and Operation Guide 220 Chapter 17 Examples of Call Center configurations Service Mode LI MERELE Skillset Service Mode Skillset 24 hr Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format Monday 05 00 20 00 Service Tuesday 08 00 20 00 Wednesday 08 00 20 00 Thursday 08 00 20 00 Friday 08 00 20 00 Saturday 10 00 18 00 Sunday 10 00 18 00 Submit Cancel Overflow NORTE
17. or press PAGER or to choose a pager number destination Enter the destination number and press OF or The destination phone number cannot be longer than 30 digits Press OK or to accept the destination number or press RETRY or to re enter the destination number Press HEST or to continue or press CHHG or to change the destination and repeat steps 6 through 8 Press ES or 1f you want to set up another destination number or press HO or if you do not want to set up another destination number Start start Lime CHNG MEAT Shor stor Lime CHNG M3 Lyre new CHNG OK M3 not 11 ADMIH SELECT MEAT 10 11 12 13 Chapter 7 Off premise Message Notification 99 Press CHNG or 1 to change the start time or press HEXT or to accept the start time Press CHMG or 1 to change the stop time or press NEXT or to accept the stop time If you want to change message notification press EHHG or if you want to be notified only when the skillset mailbox receives an urgent message Press OK or Press to end the session Nortel Networks Call Center Set Up and Operation Guide 100 Chapter 7 Off premise Message Notification To change the destination from pager to phone or extension 1 2 M33 notify 3 ADMIN SELECT Modi t s teaver 4 CHHG HEST Destination 5 FPHOHE ExT PAGER CAM 6 RETRY Motif itz 7 CHNG HEST Hore dest 8 YES HO P0605665 03 Press 9 8 f1 Follow the
18. routes calls to an agent who has been available the longest Preferred routes calls to the agent with the highest priority the best qualified agent Not Ready Not Ready 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 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 Nortel Networks Call Center Set Up and Operation Guide 268 Glossary Real time Real time
19. 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 DTME 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 1s shown 1n 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 Intelligent Caller Input Routing option select Basic Clear the Auto Attendant Skillset Mailbox and CCR check boxes so that just the Operator check box 1s 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 op
20. AA cas 205 Deleting an Activity Code a ABA wdeed bi edea kite ween ene AGAR LA KK 205 imporing ACI COGOS kA KAWAWA wetiheushideesdewen LAGA REB ALA GRE AA 206 Communicating Activity Codes to supervisors and agents 207 Assigning Activity Code settings to agents and skillsets 208 Generating Activity Code reports ee ees 208 How agents enter Activity Codes 00 a 209 Nortel Networks Call Center Set Up and Operation Guide 8 Contents Chapter 16 Tips for operating Call Center 4 c ees 211 Agent administration ccc eee eee ees 211 Skillset administration n aa vk wa osceee veeewes se weseweseuskuaw ce 211 call Center CCN 4640050444 05044 oS 0 he 08S 0 OTe eee 211 Routing Table administration 0 0 0 eee eens 212 Call Center general parameters 00 0 eee ees 212 How to calculate the longest time a caller can be on hold 213 Tips to improve the efficiency of Call Center 0 0 0 ccc eee 214 LOTE LG KABA aeons bead nian be weeds HANAY eee hes ean 214 Chapter 17 Examples of Call Center configurations 0000 cena eens 217 soto tee Cal EME oe ee er ee ae AA 217 General Configuration 24 lt a ve aha sas mtgeecew hs ebee ed oehinsseease 218 Skillset 1 properties eee eens 218 Se A DIG Ge oo cums sarana cues AP 221 Professional Call Center with Reporting a 223 General Confi
21. Add Many Agents ID Range From fi Supervisor D Automatic A nswer a Make Not Ready Return To Skillset 7 ption Accepted Voice E Call Types e Activity Code Entry Optional Type 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 1f you want calls to be force delivered to the agents From the Missed C all Option list box select Make Not Ready Return to Skillset or Automatic Logout From the Accepted Call Types list box select Voice Multimedia 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 Nortel Networks Call Center Set Up and Operation Guide 38 Chapter4 Setting up Call Center agents 11 If you use Activity Codes from the Activity Code Entry Type list box select Prompted or Optional The default is Optional 12 Click the Submit button Note Any agents who have an agent ID number that is between the numbers you enter in the From and To boxes are not changed These agents are not included in the number of agents added P0605665
22. 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 6 Z Operator Nortel Networks Call Center Set Up and Operation Guide 242 Chapter 18 Troubleshooting Call Center To reset the Operator password using a phone 1 Set XXX 2 HEXT Psu 3 RETRY OK Reset Pow 4 VES HO Exit 5 Press e JQ 8 5 J Press 7 In this example xx represents the CDN for skillset 1 Enter 7 BJ 738 8 6 7 8 7 7 7 6 B Resetoperpswd and press OK Press WES The session ends The Operator password is now reset to 6 6 Operator Resetting the Call Center Administrator password You can reset the Call Center Administrator password if it is lost or forgotten To reset the Call Center Administrator password using CallPilot Manager For how to reset the Call Center Administrator password refer to Call Center password access on page 24 P0605665 03 Chapter 18 Troubleshooting Call Center 243 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 Important considerations about how agents use features Call Transfer Agents can use Transfer to transfer a call to another
23. Custom Call Routing CCR 27 lt 2 440206e0 2400454644060 AL GA 608 14 A comparison of Basic and Professional Call Center 15 PO ssrirrsieyirte PAA ES pIi En ENEE EEN ERE 17 ge TI a AKA eee ee ee ee ee ee ee oe ee ee ee ee eee 18 Chapter 2 About setting up Call Center 00 00 ces 19 Using CallPilot Manager to set up Call Center 0 0 0 cee eee 19 Enabling Software Authorization Codes 0 0 ccc eens 20 About the CallPilot Manager interface 0 0 ccc ees 23 ea a dna See ees E ree euasneeeeun ses E E oo bee ae nes 23 Call Center password access ee eee eee 24 Setting up Call Center from a two line display telephone 25 System MEHU oc ANEK bee nad 6 KGG eae hm LANA HIGA GUYA MANDA 25 Using the dialpad onc eek AA KAR KAL OTEK KA KA AKN ED 26 Symbols and conventions used in this guide ee eee 27 About telephone DUNONG aa KAKA BALARA RG NBA RAR ABA BKA EER KOO 27 Checking which telephone mailbox interface you use 28 Chapter 3 Using Feature 00G 2 KABA KAB 555 hoe whee BKA KA PEKAN GR KNA MA 29 Fece OUO APAPAP AA AE PAA PA 29 Programming a memory button with a Feature Code 30 Feature Codes used by Call Center Administrator and Supervisors 31 Feature Codes used by Call Center agents 32 Pata palace AA AA E Eee OES 32 Chapter 4 Setting up Call Ce
24. Day and Night Routing Tables before you can assign the Auto Service Mode to the skillset 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 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 The skillset uses the Day Routing Table only You must configure the Day Routing Table for 24 hour operation to use this Service Mode The skillset is not configured You must configure the skillset before you can assign a Service Mode 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 Pswd 1 Press 9 8 P PENRE Enter the default Operator password 5 6 7 J Operator and press OK or if you changed the default Operator password enter the new password and press QE IS Choose option 2 Press MODE OPER MODE CC Service 3 This display appears briefly
25. Greeting 3 Normal No Transfer Insert Modify Delete 9 Transfer to skillset mailbox Distribute For 00 50 Insert Modify Delete 6 Distribute 00 50 EAT Greeting 1 Normal Transfer Insert Modify Delete 7 Greetin g 9 Greeting 1 Normal No Transter Insert Modify Delete or maa EEEE 8 Distribute 01 20 Greeting 3 Normal No Transfer Insert Modify Delete Distribute For 01 20 Insert Modify Delete 9 Greeting 7 Basic Caller Input Goto Step 2 a aera er 9 Transfer to skillset mailbox Insert 10 Go to step 2 Greeting 7 Normal Transter Insert Modify Delete a ee ee o i o m J ri Nig ht Routing Table Night Routing Table steps Skillset 1 Tlus routing table DOES NOT guarantee fax delivery to the skillset mailbox more Information 1 Send to Skillset Mailbox Step Information Commands 1 Transfer to Mailbox 2367 Insert Modify Delete End Insert Close P0605665 03 Chapter 17 Examples of Call Center configurations 229 Service Mode Al 114035 DIE Skillset Service Mode Skillset Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format Monday 05 00 20 00 24 hr Service Tuesday 08 00 20 00 Wednesday 08 00 20 00 Thursday 08 00 20 00 Friday 08 00 20 00 Saturday 10 00 18 00 Sunday 10 00 18 00 Submit Cancel Overflow RTEL NORTEL kks Overflow Rule Table Skillset 1 Rule Mode Condition Action Commands Nortel Networks Call Center
26. If a call center greeting transfers to a skillset mailbox callers can press P to leave a message in the skillset mailbox Ensure that the greeting includes that callers can press 9 to leave a message in a mailbox 9 is the default keypad button callers can press to transfer to the skillset mailbox You can select a different number Using B1 and B2 DNs You can use B2 DNs on Business Communications Manager systems only if you have upgraded your system If you have a new Business Communications Manager system you cannot use B2 DNs For more about assigning B1 and B2 CDNs to skillsets see Skillset properties on page 44 When you assign a CDN to a skillset 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 It can be a BI extension number that 1s not connected to any telephone or peripheral It can be a B2 extension that 1s not connected to a B2 application If a telephone or any other device uses the same extension the call center will not answer calls On a 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 Mo
27. Networks Call Center Set Up and Operation Guide 134 Chapter 10 Setting up Routing Tables Deleting an EWT Table Before you can delete an EWT Table that is used by a routing table you must disable the skillset that uses the EWT Table If you want to delete an EWT Table that is not referenced by a skillset start at step 10 Click the Call Center heading 2 Click the Skillset List link The Skillset List page appears 3 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 4 Click the OK button On the Skillset List page in the Status column the skillset changes from Enabled to Disabled 5 Click the Day or the Night link for the skillset with the EWT Table you want to delete The Day or the Night Routing Table page appears for the skillset 6 Click the Modify link for the Greeting step that contains the EWT Table The Routing Step page appears 7 Make the changes you want to the Greeting step so that it does not reference the EWT Table you want to delete 8 Click the Submit button The changed step appears in the Routing Table list 9 Click the Close button to return to the Skillset List page 10 Click the Expected Wait Time Table link The EWT Greeting Tables page appears 11 Click the Delete link for the EWT Table you want to delete A message appears that asks you to confirm the deletion 12 Click the OK button ry Note When you del
28. 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 62 Method The method of call distribution determines to which of several available Method of Call Distribution 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 54 P0605665 03 Break Time Delay Answer Attendant extension Language preference Use previous calls to calculate EWT EWT Increase Allowed Initial Call Duration Activity Code Entry Type Chapter 5 Setting up skillsets 45 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 p
29. Reply feature 77 Replying to an external message sender 81 using the DIAL option 81 to an internal message sender 79 to messages CallPilot 78 to messages Norstar Voice Mail 76 Reserved channels 171 213 Resetting agent password 39 Call Center Administrator password 242 Operator password 241 skillset mailbox password 67 Restrictions for using Call Forward No Answer 244 Restrictions for using Call Forward on Busy 244 Retrieving deleted messages 77 Retrieving messages from skillset mailbox 74 Reviewing agents 57 Routing Table steps 152 Rewinding messages 75 77 Rings assigning 168 Rings assigning number 167 Routing Table assigning skillset hours 145 examples of 149 Greeting parameters 137 Greeting step 136 hours 127 maximum number of steps 15 127 parameters of Greeting step 137 reviewing the steps 152 setting up 149 tips 212 Routing Table steps Disconnect 136 Distribute for 136 Greeting 136 Transfer 136 Routing Table about 127 Routing DID 48 S Saving messages 76 Secondary alert 171 Service Mode skillset 116 Setting up Index 273 general Call Center parameters 173 general parameters 169 Off premise Message Notification to a pager number 91 to a telephone number 86 to an extension number 89 skillset parameters 46 Silent Monitor 57 179 Silent monitor Companion sets 184 conference bridges 184 conference calls 184 IP telephones 184 ISDN sets 184 on hold calls 184 transferred calls 184 Skills
30. Set Up and Operation Guide 230 Chapter 17 Examples of Call Center configurations Skillset 2 Attendant Ext calculate EWT Agents 21 22 6 7 8 9 10 11 12 13 14 23 24 25 26 27 28 29 30 31 32 33 Routing Tables Day Ro uting Table Day Routing Table steps Skillset 2 1 PAA sal nee Thus routing table DOES NOT guarantee tax delivery to the NANCE ane PU Tame skillset mailbox more information 2 Distribute 00 50 3 Greeting 10 Step Information Commands 4 Distribute 00 50 1 Greeting 2 Mormal Transfer Insert Modify Delete 5 EWT Table 1 2 Distribute For 00 50 Insert Modify Delete Basic Caller Input 3 Greeting 10 Normal Mo Transfer Insert Modify Delete 9 Transfer to skillset mailbox 4 Distribute For 00 50 Insert Modify Delete 6 Distribute 00 50 5 BAT Greeting 1 Normal Transfer Insert Modify Delete 7 Greeting 11 6 Distribute For 00 50 Insert Modify Delete 8 Distribute 01 20 7 Greeting 11 Normal No Transfer Insert Modify Delete 5 Distribute For 01 20 Insert Modify Delete 9 Greeting 7 Basic Caller Input a Greeting 7 Mormal Transfer Insert Modify Delete 9 Transfer to skillset mailbox 10 Go to step 2 at Cc Goto Step 2 Insert Modify Delete Insert m J pr P0605665 03 Chapter 17 Examples of Call Center configurations 231 Night Routing Table Night Routing Table steps Skillset 2 Tlus routing table DOES NOT guarantee fax delivery to the skillset mailbox more Inform
31. Skillset List link The Skillset List page appears 4 Click the Overflow link for the skillset with the rule you want to modify The Overflow Rule Table page appears 5 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 Table page 8 Click the Close button Deleting an Intelligent Overflow Rule Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears 4 Click the Overflow link for the skillset with the rule you want to delete The Overflow Rule Table page appears 5 Click the Delete link for the rule you want to delete A message appears that asks you to confirm the deletion 6 Click the OK button The rule is deleted from the Overflow Rule Table page 7 Click the Close button Nortel Networks Call Center Set Up and Operation Guide 126 Chapter9 Setting up Intelligent Routing P0605665 03 127 Chapter 10 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 hol
32. a FEC CHOOSE CFB Greeting 5 Press FERS or 3 to record a Personalized greeting PRIME ALT PERS Greeting 6 Enter a Personalized greeting number of 1 2 or 3 RETRY OK Ph 7 Press CHHG or ff J CHHG OK P0605665 03 Phi RETRY OK mo Record 3reetin3 RETRY OK Accert greeting RETRY PLAY DOK 10 11 Chapter 6 Setting up skillset mailboxes 73 Enter the phone number maximum 10 digits that you are assigning the Personalized mailbox greeting to Press OK or to accept the phone number Lift your handset At the tone record your greeting Press OF or to end the recording Press OK or to accept the greeting or press FLAY orf 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 oFLions FEC CHOOSE CFWD Greeting PRIME ALT PERS Greeting RETRY OK Ph Aaa CHHG DEL OK 1 Press O jejf 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 Goto step 3 If you use the Norstar Voice Mail interface e Press ABMIH or e Press GREET or e Go to step 3 Press REC or 1 Press FERS or to choose a Personalized mailbox gre
33. a line to be answered directly by a skillset For information about assigning lines refer to Line administration on page 165 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 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 and the caller makes a selection that routes them to the CDN of the skillset For more information refer to Auto Attendant on page 14 and Custom Call Routing CCR on page 14 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 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 Important considerations about how agents use features on page 243 Nortel Networks Call Center Set Up and Operation Guide 44 Chapter5 Setting up skillsets Skillset properties skitset 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 fr
34. according to CLID ANI DNIS ISDN Calling Number is applied when calls first enter the Call Center 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 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 call 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 Flexible routing steps You can assign these routing steps to Day and Night Routing Tables Overflow and Advanced Call Input Routing transfer to a mailbox transfer to an extension transfer to an external telephone number transfer to the Auto Attendant transfer to an operator transfer to a skillset mailbox transfer to a CCR Tree move to another skillset using Advanced Call Input Routing Agent priority and You can assign agents a priority that represents their level of expertise dynamic agent priority You can assign an agent a pri
35. agent another person such as a subject matter expert or send the call back to a skillset e If the agent wants to send the call to a specific agent or another person the agent can enter the Transfer Feature Code Le 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 C2 7 0 and enter the CDN of a skillset to send the call to a skillset e If you are monitoring an agent and they transfer a call you do not continue to hear the call until the transferred call is answered Agents who want to transfer a call to a mailbox should use 9 e jie Agents who take only Multimedia Call Center 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 to use Call Forward An agent who uses Call Forward is automatically logged out or made auto busy depending on their agent settings after the number of rings for transfer callback elapses Agents can use Call Forward to the voicemail DN Activity Codes Agents who answer a call on an Answer DN telephone or who use Call Pickup on a call that is ringing at another agent s set cannot enter activity codes 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
36. and administer Call Center on CallPilot 100 150 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 display options 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 Skillset 1 Enabled Display button options SKILL HEXT Display button 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 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 100 150 you must use a two line display telephone You can use a phone to set up Call Center only if you use CallPilot 100 150 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 120 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
37. 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 2 Click the Mailbox Administration heading The Mailbox List page appears 3 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 Problems transferring calls to the voicemail extension If you create a transfer in a Routing Table Intelligent Overflow or Caller Input Rules the call transfers to the Automated Attendant rather than the CallPilot extension We recommend you transfer to the skillset mailbox rather than the voicemail extension P0605665 03 Chapter 18 Troubleshooting Call Center 247 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 reco
38. call 6 Click the Submit button P0605665 03 Chapter 5 Setting up skillsets 53 Deleting 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 appears 4 Click the Delete link for the route you want to delete The routing is removed from the CLID DNIS Routing Table Nortel Networks Call Center Set Up and Operation Guide 54 Chapter5 Setting up skillsets 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 my Note Before you can add an agent to a skillset the skillset must be disabled For how to disable a skillset see Disabling a skillset on page 59 Dynamic Agent Priority If you use Call Center Professional on Business Communications Manager 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
39. callers to be able to press 9 to leave a message in a skillset mailbox Remember to explain in your greeting that the you can press Q to leave a message in a mailbox e Program Intelligent Caller Input Routing Basic to transfer calls to a skillset mailbox for Non business hours greetings so that you do not miss any messages e Ifa 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 Routing calls using Dynamic Call Priority If you use priority to route calls to agents make sure you have both Agent Priority and Call Priority configured Each call that enters a skillset is given a default call priority of 10 In Professional Call Center you can change a call s priority using e Intelligent Caller Input Routing Advanced Option e Intelligent CLID DNIS Routing e Intelligent Overflow Routing Call priority is distinct from agent priority If a waiting call needs to be routed for example when an agent becomes available Call Center determines which waiting call must be handled next This is the call with the highest priority or if all the waiting calls have the same priority the call with the longest wait time Call Center then determines the right agent to handle the call If the skillset s method of call distribution is Preferred Call Center finds the available agents assigned to and lo
40. hours P0605665 03 Chapter 10 Setting up Routing Tables 149 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 Greeting Greeting 1 information greeting Forced Transfer none enabled WU Distribute for 1 00 one minute Greeting Greeting 2 general company greeting Not forced play Intelligent Call Input Routing Basic with defaults a Distribute for Accept default distribute for 00 30 thirty seconds Greeting Greeting 3 please wait greeting Not forced play Intelligent Call Input Routing Basic with operator default To set up the Day Routing Table example Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List link appears 4 Click the Day link for Skillset 1 The Day Routing Table page appears 5 Click the Insert link The Routing Step page appears Greeting 1 1s assigned by default Select the Forced Play check box At the Intelligent Caller Input Routing option select None Click the Submit button The Greeting step appears as step 1 in the Day Routing Table list 9 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 150 Chapter 10 Setting up Routing Tables 11 12
41. is a term for when there is very little response time between when an event occurs and when the information about the event is displayed You can monitor the real time or current situation of agents and call activity by using the Display Waiting Calls Feature Code Reserved channel Reserved channels are voice channels reserved exclusively for 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 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 gueues 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 mo
42. 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 mailbox Use an Alternate greeting for special circumstances In the Alternate skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory For example Season s Greetings You have reached the Sales Department at Bridgestone Computers At the sound of the tone please leave your name phone number and a brief message One of our agents will return your call when we re open on December 27 Thank you P0605665 03 Chapter 6 Setting up skillset mailboxes 69 To record a Primary or Alternate skillset mailbox greeting Skillset name gt Greeting oFtLions CHOOSE CFD REC Greeting PRIME ALT Hot recorded Record now YES HO PERS MUTT Record greeting RETRY DE Accert greeting RETRY PLAY OF 1 Press 9 e f Follow the voice prompts or the display button options to open the skillset mailbox The skillset mailbox name appears briefly If you use the CallPilot interface e Press to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface e Press ADMIH or e Press GREET or e Go to
43. may be better able to handle the request If a supervisor receives a request while they are not at their set their 9 0 6 indicator flashes slowly to inform them of the missed request If a help request is escalated to a supervisor their 9 0 6 indicator flashes quickly to inform them of the request If the call for an escalated help request is still active the supervisor can accept the request by pressing the p 0 6 feature key They do not have to be monitoring agents at the time but can be answering Call Center calls Note Supervisors who use Make Busy 9 0 8 are still available for help requests When a supervisor accepts an agent s request for help a Silent Monitor session starts and the supervisor begins monitoring the agent s call The agent who requested help is informed when the monitoring session begins If the supervisor is already monitoring the call of the agent who requests help the supervisor 1s considered to have accepted the request for help How Supervisor Help works To use Supervisor Help supervisors must have a memory button programmed with the Supervisor Help feature code p 0 6 The programmed key must have an LCD indicator The memory button can have a distinct bright color so it can easily be distinguished from the other buttons For how to program a memory button refer to Programming a memory button with a Feature Code on page 30 When a supervisor is selected to a
44. most qualified agents The default value is 10 For more information about method of call distribution refer to Method on page 44 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 Name CDN Status Commands 1 Documentation 223 Enabled Properties Agents Day Might ServiceMode Overflow Disable Testing 224 Disabled Prog erties Agents Day Nig Se nigu At Lang Testing 225 Disabled Properties Agents Day Might Service Mode Overflow Enable Unconfiqure Calgary 226 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Ottawa 227 Disabled Properties Agents Day Might Service Mode Overflow Enable Unconfiqure Santa Clara 225 Disabled Properties Agents Day Might Service Mode Overflow Enable Unconfiqure Vancouver 223 Disabled Properties Agents Day Might Service Mode Overflow Enable Unconfiqure unused Contiqure unused gt configure 4 3 4 5 5 T a 10 unused 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 P0605665 03 Chapter 5 Setting up skillsets 55 5 Click the Assign button The Assign Agents page appears with the available agents displayed Assign Agents Skillset 7 Assign ID Name 1 F Munro 2 C Jacksen 3
45. oe ode Oe oes BIS oe OG beeen es 58 SO SIG oc eee endo eke eee Ge eee euenses AA 59 Sna lo EL AA AA 60 Chapter 6 Setting up skillset mailboxes 4 40 cee ees 61 About skillset mailboxes ssc e ceca debe dhe bone Ree CORES eEeN Ede Rw 61 Determining a skillset mailbox number a 62 Initializing a skillset mailbox 2 ee eee ees 63 Opening a skillset mailbox n nananana aaa eee eee eens 64 Opening a skillset mailbox remotely 0 000 eee eee 65 Skillset mailbox password 1 ee eee ee eee 66 Changing a skillset mailbox password 0 00 cece eee eee es 66 Resetting a skillset mailbox password 4 aaa 67 Recording skillset mailbox greetings 0 00 0 aa 68 Examples of Primary and Alternate greetings 68 Choosing a Primary or Alternate skillset mailbox greeting 70 Recording a Personalized skillset mailbox greeting 72 Deleting a Personalized skillset mailbox greeting 73 Checking skillset mailboxes for messages 0 eee eee ees 74 Playing skillset mailbox messages 0 cc eee 75 Retrieving erased messages a cc kde kde KAB KAKA eden ews Eee ERK 78 Replying to messages ua AGA BABA ARA dese ansasages eoeee neues 79 Replying to an internal caller 0 0 0 0 cc ees 79 Replying to an external caller 0 0 0 ees 81 P0605665 03 Contents 5 C
46. options to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press AD IH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Meo notifs 3 Press APMIH or 1 to set up Off premise Message Notification ADMIN SELECT Hotifs Kx 4 Press HET or to continue CHNG HEST Hore dest 5 Press YES or 1 to set up another destination number YES HO Hotifa2i none 6 Press SETUP or 1 to set up another destination number and follow SETUP HEST the steps in To set up Off premise Message Notification to a phone number on page 86 or To set up Off premise Message Notification to an extension on page 89 or To set up Off premise Message Notification to a pager on page 91 Nortel Networks Call Center Set Up and Operation Guide 106 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 M3 notity ADMIN SELECT Hot115 or CHNG TIME Hot 115 off CHNG Mailbox admir GREET TIME PSUD OF OK MUTT 1 Pre
47. relayed Long distance charges start when a call is answered by Call Center To minimize long distance charges set the ring count higher than O so that calls spend more waiting time in a ringing state P0605665 03 To configure a line 1 Start CallPilot Manager 2 Click the Auto Attendant heading The Lines Administration page appears Lines Administration Chapter 12 Line administration 167 Line Answer Mode Table Skillset Rings Command Ayto Attendant Auto Attendant Auto Attendant Auto Attendant Auto Attendant Call Center Call Center Call Center Call Center Call Center Na Mo Skillset 1 Skillset 1 Skillset 1 3 change Change Change Change 3 Click the Change link for the line you want to assign to a skillset The Line Properties page appears Line Properties Line Number Answer Mode 11 Call Center Table Skillset Number fi mH Submit Cancel Number of Rings 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 Nortel Networks Call Center Set Up and Operation Guide 168 Chapter 12 Line administration Configuring several lines 1 Start CallPilot Manager 2 Click the Auto Attendant heading 3 Click the Change Ma
48. reports that show the length of time the caller and agent discussed the topic designated to the corresponding Activity Code Activity Codes are available for Business Communications Manager Basic and Professional and CallPilot 150 To use Activity Codes you must have Call Center Reporting installed What Activity Codes are An Activity Code has a digit numeric value between 1 to 16 digits a name of up to 16 characters that is displayed on agent telephones and a detailed description of up to 50 characters You enter a list of Activity Codes in the Activity Code table using CallPilot Manager Activity Codes can used for Call Center calls only If an agent receives a non Call Center call or initiates an outgoing call Activity Codes do not apply Optional and Prompted Activity Code logging Agents use the Activity Code Feature Code 9 0 7 to designate an activity for a call Agents can use 9 fo on one and two line sets You can configure the agent s settings so that a 9 0 session automatically appears on the agent s telephone at the end of the call Prompted If the setting is Optional the 9 0 7 session does not appear Optional is the default setting Call Center expects the agent to enter Activity Codes for the call at some point during the active peg period The active peg period is a period of time that begins when the call is connected to the agent and ends when e The agent s Break Time ends eit
49. request Supervisor Help only if they are on an active Call Center call They cannot use Supervisor Help if they are not logged in not ready idle have a call on hold or are on a non Call Center call An agent can cancel Supervisor Help at any time before a supervisor answers the request When an agent requests Supervisor Help Call Center looks for a single suitable supervisor to handle the request If no supervisor is available or the selected supervisor denies or ignores the request the request is escalated You set up supervisor selection to be either system wide or skillset based System wide selection looks for all the available supervisors Skillset based selection looks for only the supervisors who are assigned to the skillsets the agent is logged on to P0605665 03 Chapter 14 Monitoring Call Center call activity 191 Configuring Supervisor Help To set up Supervisor Help you must configure the general Call Center properties for request timeout and supervisor selection method Programing Supervisor Help Setting up general Call Center properties on page 173 Supervisor Help settings Supervisor Help Request Timeout on page 172 Selection Method Supervisor Help From on page 172 How to handle Supervisor help requests Supervisors can program the Supervise feature F906 onto a memory button of their telephone 1 Launch Supervisor Help by pressing 9 0 6 or the F906 memory button on your telephone He
50. system wide basis 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 14 Chapter1 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 information 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 CallPi
51. the action and selects 1 as the new call priority 24 Hour 02 00 Change call priority This Intelligent Overflow Routing rule applies to any call 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 Nortel Networks Call Center Set Up and Operation Guide 118 Chapter 9 Setting up Intelligent Routing 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 1t does not remain queued at the original skillset destination The Call 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 Day No Agents Move to Skillset 2 Intelligent Overflow Routing checks to see whether agents are logged on to skillset 1 but does not check the timer If there are no agents logged on to skillset 1 the call moves to skillset 2 and gets the new greetings for skillset 2 When a call moves to a new skillset it does not remain queued at the original skillset destination Example 4 In this example calls to the call center go to skillset 1 which is the company help line If no agents are logged on to skillset 1 the call immedia
52. 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 P0605665 03 Chapter2 About setting up Call Center 21 To enable a software authorization code for CallPilot 100 150 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 Nortel Networks Call Center Set Up and Operation Guide 22 Chapter2 About setting up Call Center To start CallPilot Manager on Business Communications Manager 1 Point your web browser to https lt IP address gt 6800 CallPilotManager where lt IP address gt is the IP address of Business Communications Manager 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 100 150 1 Point your web browser to https lt IP address gt CallPilotManager Where lt IP address gt 1s the IP address of the CallPilot 150 For information about the IP address ask your network administrator The Administrati
53. the number of rings for Call Forward to Voicemail is set to less than the Transfer Callback Timer Also make sure that Call Centre agents have a CENA Delay to voicemail skillset DN that is lower than the Transfer Callback setting This way unanswered Call Centre calls return to the originating skillset and non Call Centre calls are forwarded to the agent s personal mailbox Callers hear the message Your session cannot be continued at this time Exiting the system Goodbye This happens if e an incoming Call Centre call is transferred to an available agent but the agent has left their desk and are still logged on but has not made themselves Not Ready and e the first step in a Routing Table is a Distribute step The first step for all routing tables should be a Greeting If a call enters a skillset that has a Greeting as step 1 and there are available agents the call is transferred to the available agent without hearing the greeting unless it 1s a Forced Greeting Nortel Networks Call Center Set Up and Operation Guide 250 Chapter 18 Troubleshooting Call Center P0605665 03 251 Chapter 19 Call Center Programming Record mm O AY Record the number of reserved channels the Primary and General Call Center Secondary Alert times and the Master Client Address properties 252 Record agent ID agent name Priority supervisor status and skillset for each agent Call Center agents 256 Record Control DN skillset name MWI
54. the skillset mailbox receives an urgent message 10 Press to end the session Chapter 7 Off premise Message Notification 93 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 9 8 FE Follow the voice prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press AD IH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Meo notifs 3 Press ADMIN or 1 to set up Off premise Message Notification ADMIN SELECT Destination 4 Press PHOHE or 1 to choose a destination phone number PHOHE ExT PAGER Ph 5 Enter the destination phone number and press OK or The LI z 3 mo Te RETR ous destination phone number cannot be longer than 30 digits axe 6 Press OK or f to accept the destination phone number ADD OF represented by lt x gt or press ALD or to add special characters and use your dialpad or follow the voice prompts to add characters Start hhmm 7 Enter the start time for Off premise Message Notifi
55. the skillset you want to change the agent priority of The Assigned Agents page appears 5 Click the Change button The Change Agent Priorities page appears 6 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 P0605665 03 Chapter 5 Setting up skillsets 57 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 Before you unassign an agent from a skillset you must disable the skillset See Disabling a skillset on page 59 If you want to delete an agent from Call Center refer to Deleting an agent on page 40 If you want to log an agent off refer to Forcing an agent off on page 41 To unassign an agent from a skillset Start CallPilot Manager Click the Call Center heading 3 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 agen
56. the tone record your greeting 7 After you finish recording click the Stop button P0605665 03 Chapter 8 Recording Call Center Greetings 111 8 To listen to the recording click the Play button or to save the recording click the Save button The recording replaces a previously recorded greeting 9 Click the Close button and replace the telephone handset 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 Note You can disconnect the telephone by clicking the Hang Up button or replacing 10 If you are recording a greeting you use Business Communications Manager and you want to enter a caption for the greeting click the Refresh button on your browser 11 Click the Add Caption link for the greeting The Greeting Caption page appears NGRTEL E Greeting Caption Greeting 1 Evening Hours Submit Cancel 12 In the Greeting box type a descriptive name for the greeting The greeting caption can be a maximum of 30 characters 13 Click the Submit button Note If you want to change the Greeting Caption click the Change Caption link and gt make your changes Nortel
57. 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 Chapter 6 Setting up skillset mailboxes 63 Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in pade ct 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 choosing a password from four to eight digits long that does not start with zero changing the skillset mailbox default password to the new password recording the skillset mailbox name in the Company Directory To initialize a skillset mailbox 1 Press 9 8 jf 2 Log on by following the voice prompts Use the skillset mailbox number and 0 0 0 0 the default password This display appears briefly to indicate that you must change the password GO Must change p2Wd Pswd 4 Enter anew skillset mailbox password from four to eight digits long pa Ok that does not start with zero Press OK or Haein 5 Reenter the skillset mailbox password and press OK or J RETRY OK Record name 6 At the tone record the skillset mailbox nam
58. times are refer to Setting up general Call Center properties on page 173 For information on Primary and Secondary alert times refer to Primary and Secondary alert times on page 171 P0605665 03 Chapter 14 Monitoring Call Center call activity 187 Taking some Not Ready time If you use 9 0 8 Not Ready you do not receive Call Center 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 9 0 8 For how to program a memory button refer to Programming a memory button with a Feature Code on page 30 For more information about Break Time refer to Break Time on page 45 Note While you use Not Ready you still receive non Call Center intercom and transferred calls Using Not Ready 1 Press 9 0 8 Make Hot Reads appears on the display If you press 9 0 8 and Break canceled appears on the display you canceled the Break Time that the Call Center Administrator programmed for you You must pr
59. 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 Call is an agent parameter that force delivers calls to an agent If Automatic Answer is enabled the agent hears a tone that indicates that a call is delivered The agent is automatically in the handsfree mode If Automatic Answer is not enabled calls ring at the agent s telephone and the agent must manually answer the calls Break Time Break Time is a time period you set up for agents to complete paperwork or other tasks after they finish a call After an agent completes a call 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 264 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
60. 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 1s 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 169 If you use Expected Wait Time EWT enter the number of calls you want to use to calculate EWT in the Use Previous ____ calls to calculate EWT box This is the number of previous calls that are used to calculate the average call duration of a skillset The number can range from 2 to 256 The default is 10 For more information about EWT refer to Expected Wait Time on page 129 If you use Expected Wait Time leave the EWT Increase Allowed check box selected if you want the system to recalculate the EWT if it increases and continue to play the appropriate EWT greeting If you clear the check box callers will not hear recalculated expected wait times if the wait time increases Whether you select
61. 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 Skillset name 2 3 Greeting oFtiorns 4 FEC CHOOSE CFUD Use greetin3 PRIME ALT QUIT P0605665 03 Press 9 e f 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 Go to step 4 If you use the Norstar Voice Mail interface e Press AD IH or e Press GREET or e Go to step 4 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 Chapter 6 Setting up skillset mailboxes 71 6 Ifyou choose the Alternate mailbox greeting you are asked CHNG Hr whether the mailbox can accept messages Press CHNG or to toggle from yes to no Or press OE or to accept 7 Press 1 to end the session Nortel Networks Call Center Set Up and Operation Guide 72 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 ma
62. unused Configure 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 4 Hour Format 4 hr Service Monday ff Tuesday Wednesday Thursday Friday Saturday Sunday Submit Cancel Nortel Networks Call Center Set Up and Operation Guide 146 Chapter 10 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 P0605665 03 Chapter 10 Setting up Routing Tables 147 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 1s 24 hour operation You can change the hours of operation using the Operator Feature Code 2 Q There are six possible Service Modes The skillset uses the Automatic Service Mode You must configure both the
63. up Off premise Message Notification ADMIN SELECT Destination 4 Press PHOHE or 1 to choose a phone number destination PHOHE EsT PAGER Phi 5 Enter the destination phone number and press OK or The LI 7 e iala Ok destination phone number 1s a maximum of 30 digits PK P0605665 03 Start hhmm RETRY OK estart Lime RETRY AM Pr estart Lime RETRY OK Stor hhmm RETRY Ok estop time RETRY AM Pr estop time RETRY Ok More dest YES HO Start itstart Lime CHNG HEAT Shor stor time CHNG HEAT 10 11 12 13 14 15 Chapter 7 Off premise Message Notification 87 Press OK or to accept the destination phone number represented by lt x gt or press ALD 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 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 FM or 2 Press OE or to accept the start time Enter the time when Off premise Message Notification 1s to stop This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or or FM or 2 Press OK or to accept the stop time Press ES or if you want to set up another destination number or press HO or if you do not want to set u
64. 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 Nortel Networks Call Center Set Up and Operation Guide 166 Chapter 12 Line administration 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 DN gt programmed as the Control DN of the skillset This is restricted by the software The recommended setting for these lines 1s 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 you choose zero rings the caller might hear one ring Zero rings means the call is answered as soon as possible 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
65. 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 Start CallPilot Manager Click the Configuration heading Click the Access Passwords link The Access Passwords page appears Access Passwords Call Center Administration asaan Confirmation Submit Cancel 4 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 NORTEL If you create a Call Center Administrator password the Call Center settings that can be accessed Call Center are Mailbox Administration Please choose a call center option Auto Attendant Agent Li st Custom Call Routing o Add Many Agents Oa e Skillset List Call Center banas e General Properties e Greetings CLIDJONIS Routing Table Expected Wait Time Table a Caller Input Rule S e CLID DNIS Routing Table e Expected Wait Time unavailable on CallPilot 100 150 P0605665 03 Chapter2 About setting up Call Center 25 Setting up Call Center from a two line display telephone You cannot use a single line display telephone to set up
66. 0 0 ccc ee ee eee 151 Changing a Routing Table 2421 200 ckeee chin etdeeceavcevestaneeecebaes 152 Reviewing Routing Table steps 00 152 Modifying Routing Table steps 0 ce eee ee ee 152 Deleting Routing Table steps 2424046 60544040000845 900040 6ew ede ee ines 153 Chapter 11 Creating Caller Input Rules 0000 eee 155 Creating a Caller Input Rule 4 402464540090 40046046 KAG ede ARARGLAA RE R OER 155 Using wildcard characters a KGG KG KARAGATANG cd eesathabaavenseens oe 159 An example of using Intelligent Caller Routing Advanced 159 Changing a Caller Input rule eee eee 161 Changing the rule length for a Caller Input Table 162 Changing a Caller Input Rule 2 aa pa sadee nad oben chs 06690 484s dene KOs 163 Deleting a Caller Input rule 2 0 a 163 Clearing a Caller Input Rule Table 0 0 0 eee 163 Chapter 12 Line administration 0 0 cee es 165 Setting the Answer Lines status 0 165 PAI lee Coke beck cneen TEE EA E TEE E EE EE ET 166 Configuring several INES 24550426005 0044 EREEB RG GA itkaa ni darrera iani 168 Chapter 13 Setting up Call Center general properties 0000 eee 169 Assigning the Call Center language ccc cee eee eee 169 General Call Center properties aaa 171 Primary and Secondary alert times cece eee eee 171 Reserved channels 02 a 171 Cal
67. 03 Chapter 4 Setting up Call Center agents 39 Changing agent information You can change an agent s name supervisor status Automatic Answer setting Missed Call Option Accepted Call Types Activity Code setting Note You cannot change the properties of an agent who is logged on Ask the agent to gt log off and then make the changes To change agent information 1 2 3 Start CallPilot Manager Click the Call Center heading Click the Agent List link The Agent List page appears Click the Change link for the agent you want to change The Change Agent page appears If the agent if logged on a message appears that says that the agent must log off first Change the properties that you want to change for the agent Click the Submit button Repeat steps 4 and 5 for each agent you want to change 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 2 3 Log on to CallPilot Manager Click the Call Center heading Click the Agent List link The Agent List page appears 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 Click the OK button A message appears that the agent s password is reset The ag
68. 1 the third time the the count for Activity Code 1 is 2 Prompted A 9 0 7 session appears on a Prompted agent s telephone when a call ends The session 1s active until e the agent enters an Activity Code or if the agent does not enter an Activity Code until e the agent releases the session by pressing the Release or the Feature button e the active peg period ends If Call Center detects that a call ended and the agent did not enter Activity Codes Call Center starts a Prompted Activity Code session on the agent s telephone If the agent does not enter an Activity Code at this point for example if the agent releases the session Call Center records the No Peg Activity Code This is a System Activity Code that is explained in System Activity Codes on page 197 Note If an agent logs out of all skillsets Call Center does not start a Prompted Activity Code session If the active peg period ends with the agent logging out Call Center does not start a 9 0 7 session Call Center records the No Peg Activity Code instead Optional The only difference between Optional and Prompted is that if Activity Codes are Optional a 9 0 session does not automatically start on an agent s telephone when they end a call P0605665 03 Chapter 15 Activity Codes 195 Examples of Activity Code calls During an active call each time an agent enters an Activity Code the time up to that point is recorded with the Activi
69. 30 C Call call activity monitoring 186 Distribution Method 267 Dynamic Priority 13 priority 13 Silent Monitor 179 Call Center adding agents 33 35 adding multiple agents 37 Basic 15 Call answering 167 168 configuration limits 247 efficiency tips 214 examples 217 Feature Codes 29 greetings 107 language availability 169 maximum capacities 247 password access 24 password creating 24 preventing call congestion 185 Professional 15 setting up general parameters 173 skillset mailboxes 61 Call Center Administrator resetting password 242 Call Center Reporting 16 Call Center Reporting properties 172 Call Forward on Busy 244 Call Park 243 Call Pickup 243 Call Transfer 243 Caller Directed Transfer 16 Caller ID 77 172 Nortel Networks Call Center Set Up and Operation Guide 270 Index CallPilot Auto Attendant and Call Center 14 callrouting 14 CCR and Call Center 14 CallPilot mailbox interface 28 CallPilot Manager 13 16 19 interface 23 starting 19 timeout 23 Caption Expected Wait Time table 133 139 greeting 113 139 CCR and Call Center 14 CFB 244 CFNA 244 Changing agent information 39 language 169 skillset mailbox password 66 Channels reserved 171 voice 171 Character limit for Off premise Message Notification destination number 91 92 94 103 Checking the telephone mailbox interface 28 CLID DNIS Routing ANI 49 CLID 49 DNIS 49 line 49 Multimedia Call Center 49 routing properties 49 Company Direct
70. 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 e selects the Day service mode e sets the timer to 30 seconds e selects the skillset mailbox as the action EN 00 10 Overflow 2 3 4 2 3 4 The call overflows to skillsets 2 3 and 4 if the call is T KG pi answered within 10 seconds The call goes to 00 30 Skillset Mailbox the skillset mailbox if it is not answered within an additional 20 seconds Nortel Networks Call Center Set Up and Operation Guide 122 Chapter9 Setting up Intelligent Routing Assigning Intelligent Overflow Routing to a skillset 1 Start CallPilot Manager 2 Click the Call Center heading 3 Click the Skillset List link The Skillset List page appears 4 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 NoAgents 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 1 Service Mode Day bd Timer 00 00 mm s
71. 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 258 Give the skillset mailbox passwords only to the agents who retrieve messages at your call center For security reasons choose an uncommon password not a predictable password like 1234 or 1111 If someone knows a skillset mailbox password they can access the skillset mailbox and play or delete messages They can also access CallPilot and use it fraudulently or disrupt service Changing a skillset mailbox password You can change a skillset mailbox password at any time A password must be from four to eight digits long and cannot start with zero To change a skillset mailbox password 1 Skillset name gt 2 3 Pow 4 RETRY OK Agsin 5 RETRY DE Password OK 6 7 P0605665 03 Press 9 8 f0 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 AD IH or e Press PSWD or e Go to step 4 Enter your new mailbox password and press OF or Re enter your new mailbox password and press QE or This display appears briefly
72. Calls always ring at the set e T7316e This type of telephone supports Automatic Answer P0605665 03 Chapter 18 Troubleshooting Call Center 245 Follow me browsing Multimedia Call Center Agents only Follow me browsing does not work with embedded Flash animations If an agent clicks a Flash button the image the agent sees 1s 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 Nortel Networks Call Center Set Up and Operation Guide 246 Chapter 18 Troubleshooting Call Center 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 44 Problems changing skillset properties If you cannot change a skillset s properties there are two possible reasons e The call center skillset is enabled You must disable the call center skillset before you can change the skillset properties e The skillset mailbox has the wrong extension number Refer to Determining a skillset mailbox number on page 62 for how to determine a skillset s extension number The extension number of the skillset mailbox must be the same
73. G Dresser Priority 10 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 Nortel Networks Call Center Set Up and Operation Guide 56 Chapter5 Setting up skillsets Changing an agent s priority in a skillset If you use Call Center Professional on Business Communications Manager 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 Before you can change an agent s priority e the skillset must be disabled See Disabling a skillset on page 59 e the agent must be logged off See Forcing an agent off on page 41 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 4 Click the Agents link for
74. How incoming calls are sent to a skillset on page 43 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 214 Chapter 16 Tips for operating Call Center Tips to improve the efficiency of Call Center Plan for busy times when you assign agents to the skillsets assign as many qualified agents as possible to answer calls for the skillsets have agents log on to a skillset when it gets busy have routing that moves the call to another skillset with a higher priority Plan for slow times for example if agents are logged on to skillset 1 only ensure that incoming calls to skillset 2 overflow to skillset 1 When you set up skillset parameters for skillset 2 assign a time to the Overflow parameter Then callers can still speak to an agent When no agents are logged on to any skillset ensure that the call center greetings set up in the Routing Table have Transfers set up
75. L NETWORKS Overflow Rule Table Skillset 1 Rule Mode Condition Action Commands P0605665 03 Chapter 17 Examples of Call Center configurations 221 Skillset 2 properties Method Least busy Attendant Ext Use previous ___ calls to 10 calculate EWT EWT Increase Allowed Enabled Initial Call Duration 00 03 00 Activity Code Entry Type Optional Agents 1 2 3 4 5 6 7 8 9 10 11 12 13 14 Routing Tables Day Routing Table Day Routing Table steps Skillset 2 This routing table DOES NOT puarantee fax delivery to the 1 Greeting 2 skillset mailbox more information 2 Distribute 01 30 mm ss 3 Greeting 3 Step Information Commands Greeting 2 Normal No Transfer Insert Modify Delete 4 gt Go to Step 2 Distribute For 01 30 Insert Modify Delete Greeting 3 Normal No Transfer Insert Modify Delete Goto Step 2 Insert Modify Delete Insert Close Night Routing Table Night Routing Table steps Skillset 2 This routing table DOES NOT guarantee fax delivery to the skillset mailbox more Information 1 Send to Skillset Mailbox Step Information Commands 1 Transfer to Mailbox 2362 Insert Modify Delete End Insert Close Nortel Networks Call Center Set Up and Operation Guide 222 Chapter 17 Examples of Call Center configurations Service Mode RTEL HERTEL ee Skillset Service Mode Skillset Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format Monday
76. Mailbox Administration Table ID Commands Auto Attendant Custom Call Routing Networking Call Center Agent List Add Many Agents Skillset List General Properties Greetings Caller Input Rules CLIDVDNIS Routing Table Expected Wait Time Table Reports Configuration Operations 3 Click the Create link The EWT Greeting Table page appears EWT Greeting Table Expected Wait Time Table ID 8 No Wait Time Interval Greeting ID Commands Up To 00 00 04 14 Change Up To 00 20 00 Change Delete Up To 00 30 00 Change Delete Up To 00 50 00 This table is incomplete and cannot be used by a EAT greeting step if the After all times above greeting is not entered Close Nortel Networks Call Center Set Up and Operation Guide 132 Chapter 10 Setting up Routing Tables 4 Click the Add button The Wait Time Interval page appears NETRTEL CON Wait Time Interval Table ID 1 Wait Time Interval lan 5359 hhimmez Greeting ID 1 150 Submit Cancel 5 In the Wait Time Interval box enter the first EWT value in the format hh mm ss where e hhis number of hours from 0 24 e mm is number of minutes from 0 59 e ss is number of seconds from 0 59 Each EWT table has a maximum of eleven entries 10 wait time intervals and 11 greeting numbers You enter a wait time and choose a greeting that plays during the wait time G
77. Networks Call Center Set Up and Operation Guide 112 Chapter 8 Recording Call Center Greetings Importing a Call Center greeting If you use Professional Call Center on Business Communications Manager you can import a previously recorded greeting You cannot import a previously recorded greeting if you use CallPilot 100 150 The WAV file format must be e Bit Rate 8 KHz e Audio sample size 16 bit e Channels 1 mono e Audio format PCM To import a previously recorded greeting 1 2 O CO N O OI 11 12 13 14 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 Import 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 telephone to listen to the greeting Click the Save button to save the gre
78. Night Type of step Step parameters Greeting Distribution Transfer Intelligent Caller Input Routing Basic or Advanced Disconnect Nortel Networks Call Center Set Up and Operation Guide 260 Chapter 19 Call Center Programming Record Caller Input Rules Rule table Length Fixed Variable Action P0605665 03 Chapter 19 Call Center Programming Record 261 Intelligent CLID DNIS Routing Type of call Line Multimedia Call Center CLID ANI DNIS Action Nortel Networks Call Center Set Up and Operation Guide 262 Chapter 19 Call Center Programming Record Line answering Line ofrings Oto Expected Wait Time settings 12 for Caller ID minimum 2 rings P0605665 03 263 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 you 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
79. Nortel Networks Call Center Set Up and Operation Guide 148 Chapter 10 Setting up Routing Tables Mode 1 Huto CHNG WIEW Mode 2 Day CHNG MEAT MEAT 4 The display shows the Service Mode for skillset 1 In this example skillset 1 is in Auto mode Press CHNG if you want to change the Service Mode to Day or Night or press WWIEW 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 CHNG if you want to change the Service Mode to Day or Night or press HEXT 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 If you want to view a skillset from 1 9 enter the skillset number and then press OK If you want to view a skillset from 10 50 just enter the number of the skillset If you want to return to the previous display press QUIT If you want to re enter the skillset number press RETRY to view the previous skillset 6 or NEXT to view the next skillset to exit 6 The session ends when you press or LJ Note Remember to manually choose the Day Routing Table or the Auto Service Mode when your business returns to regular
80. Part No P0605665 03 23 March 2004 Nortel Networks Call Center Set Up and Operation Guide NORTEL NETWORKS Nortel Networks Call Center Set Up and Operation Guide Copyright 2004 Nortel Networks All rights reserved 2004 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 P0605665 03 Contents Chapter 1 About Nortel Networks Call Center 0 00 0 e eee ees 11 Professional and Basic Call Center cc eee 11 Call Center features 2203 cwadd bheedened seus ede seeuet debe Gens dopeseeuss 12 Using CallPilot call routing with Call Center 00 ccc eee 14 Auto Attendant AA AA AS 14
81. Pilot Manager configure the target line number to be answered by Call Center For information about configuring lines refer to Configuring lines on page 166 To set up DID routing for CallPilot 100 150 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 166 s P0605665 03 Chapter 5 Setting up skillsets 49 Setting up CLID DNIS Routing 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 Your CLID DNIS Routing Table can have a maximum of 1000 entries 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 digi
82. The session remains for two minutes unless the agent ends the session by entering an Activity Code releasing the session or taking another call At the end of Break Time e if acallis Optional and the agent did not enter an Activity Code Call Center system records the No Peg System Activity Code e Ifacallis Prompted and the agent did not enter an Activity Code the 9 0 7 session exits and C all Center records the No Peg System Activity Code If an agent enters an Activity Code whether Prompted or Optional that does not cover the entire talk time of the call Call Center autopegs the last Activity Code the agent entered for the remainder of the talk time If an agent enters an Activity Code as their Break Time is ending it is possible that Call Center will not record the Activity Code and will record the No Peg System Activity Code instead Note If the Break Time is 0 a F907 session never automatically starts on an agent s telephone even if the agent is Prompted for Activity Codes Make sure the Break Time is longer than 10 seconds to allow time for Activity Code entry For more information about Break Time properties for a skillset refer to Break Time on page 45 Nortel Networks Call Center Set Up and Operation Guide 204 Chapter 15 Activity Codes Creating Activity Codes You create Activity Codes using CallPilot Manager The Activity Codes table can have a maximum of 2 000 entries To create an Activit
83. Up and Operation Guide 20 Chapter2 About setting up Call Center 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 To enable a software authorization code for Business Communications Manager 1 10 11 12 13 14 Point your web browser to the URL https lt IP address gt 6800 where lt IP address gt is the IP address of Business Communications Manager The Business Communications Manager Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type the supervisor user ID In the Password box type the supervisor password 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 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
84. You cannot change a skillset while it is in use To set up or change a skillset Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Skillset List Skillset Name CDN Status Commands 1 Documentation 223 Enabled Properties Agents Day Might ServiceMode Overflow Disable Al Lang Testing 225 S 227 T YanCOUYEF q unused 4 If you 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 NORTEL NETWORKS Skillset Properties Skillset 1 Control DN 22222 Read warning before changing Name eku MWI DN optional Method Least Busy Break Time 00 30 mrm ss Delay Answer 00 00 rmss Attendant Ext optional Use Previous fi 0 calls to calculate EWT EWT Increase Allowed M Initial Call Duration 00 03 00 hhimmss Activity Code Entry Type Optional gt Submit Cancel P0605665 03 10 11 12 13 14 15 16 17 18 Chapter 5 Setting up skillsets 47 In the Control DN box type the extension for the skillset For more information refer to Control DN on page 44 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
85. 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 1s considered unanswered 1f 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 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 dep
86. aff receive sales calls and answer service calls only if a caller has been waiting for more than 15 minutes Although there is an employee who handles service and installation calls Mosaic wants the installers to be able to answer service questions when they are in the office Mosaic has four PSTN lines Telephones are distributed throughout their offices and showroom Here is how Mosaic configured their Basic Call Center General Configuration on page 218 Skillset 1 properties on page 218 e Routing Tables on page 219 e Service Mode on page 220 e Overflow on page 220 Skillset 2 properties on page 221 e Routing Tables on page 221 e Service Mode on page 222 e Overflow on page 222 Nortel Networks Call Center Set Up and Operation Guide 218 Chapter 17 Examples of Call Center configurations General Configuration Business Communications Manager Agents Agent 1 Bob Agent 2 John Agent 3 Jane Agent 4 Sales4 Agent 5 Inst Supp1 Agent 6 Installer1 Agent 7 Installer2 Agent 8 Installer3 Agent 9 Installer4 Agent 10 Installer5 Agent 11 Installer6 Agent 12 Installer7 Agent 13 Installer8 Agent 14 Installer9 Greeting 1 amp 2 Thank you for calling Mosaic Hardwood Flooring Please hold for the next available sales representative Greeting 3 Thank you for holding Please continue to hold and your call will be answered in the order it was received Lines 121 122 gt Skillset 1
87. age Nortel Networks Call Center Set Up and Operation Guide 152 Chapter 10 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 59 Insert steps Adding a Greeting step on page 138 Adding a Distribute for step on page 141 Adding a Goto step on page 142 Adding a Transfer step on page 143 Adding a Disconnect step on page 144 Reviewing Routing Table steps on page 152 Modify steps Modifying Routing Table steps on page 152 Delete steps Deleting Routing Table steps on page 153 Reviewing Routing Table steps You can review the steps for enabled skillsets 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 want 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 59 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 t
88. age 31 The Break Time period can last from 00 00 to 59 59 The Break Time defaults is 00 30 seconds You can change the Break Time period to 00 00 if an agent does not need a Break Time If your Call Center uses Activity Codes set the Break Time to longer than 10 seconds to allow time for Activity Code entry 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 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 If a call is transferred to an Auto Attendant greeting table the call is sent to the greeting table attendant Language preference can be either Primary or Alternate The language preference is the language choice used for prompting callers who transfer to the A
89. agent name and monitoring options again Press OBS to monitor an agent If another supervisor is monitoring the agent the DESY button does not appear At any time you can press the CAHCL button to exit the monitoring session without logging off If the agent has no active call has a call on hold or is on a conference call you hear silence You do not begin to monitor the agent until the agent takes a call takes the call off hold or ends the conference call P0605665 03 Chapter 14 Monitoring Call Center call activity 183 14 If you want to join the call press JOIN You can press MUTE to mute your voice while you monitor NOTE If you use CallPilot 100 150 Join and Mute do not appear but Info does instead 15 To end the monitoring session press CANCL If you want to monitor another agent in the skillset press HEXT until you see the agent you want to monitor and then press OBS You can program a memory button with p 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 logged off e If the indicator is on you are logged on An agent requests help while you are in a monitoring session While you monitor an agent the agent can request Supervisor Help if it is available on your system If an agent requests help you are automatically selected to help and assumed to have accepted the request When you are done the Supervisor Help session ends and
90. agents that specialize in service or sales to these customers Nortel Networks Call Center Set Up and Operation Guide 50 Chapter5 Setting up skillsets CLID DNIS Routing Table properties CLID ANI Multimedia Calls 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 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 information 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 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 call in the skillset that is assigned for the line the call comes in on Select the Multimedia Calls check box if you want Multimedia Call Center calls assigned to this route You must use Business Communications Manage
91. ait time Call Center then determines the right agent to handle the call If the skillset s method of call distribution is Preferred Call Center finds the available agents assigned to and logged in to the skillset and chooses the one with the highest priority If the method is Least Busy the agent that has been available longest 1s routed the call 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 priori
92. al Double Density mode allows compatibility with Companion base stations You can manually change CDNs from B 1s to B2s by entering a B2 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 Bls About using B1 and B2 extensions e We recommend that you use BI CDNs over B2 CDNs BI CDNs have better functionality than B2 CDNs e ABI extension number is the extension number that you dial to call 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 is in e Both BI and B2 extensions can answer external calls e Both BI and B2 extensions can have external calls transferred to them by a third person e BI 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 Nortel Networks Call Center Set Up and Operation Guide 216 Chapter 16 Tips for operating Call Center 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 Programming Operations Guide P0605665 03 217 Chapter 17 Examples of Call Center c
93. all Center Agent Guide For information about using programmed memory buttons to monitor call activity refer to Primary and Secondary alert times on page 171 To program a memory button 1 Press 3 button 3 QUIT Feature Code 4 QUIT F 5 CQUIT CLEAR Pro9rammed 6 Press BJ Do not lift your handset The display shows Program Features Press a memory button with an LCD indicator Press Le Enter the Feature Code number that you want to program For example enter P 0 9 to program the Display Waiting Calls Feature Code See the tables Feature Codes used by Call Center agents on page 32 and Agent Feature Codes on page 32 for the Feature Codes Repeat steps 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 P0605665 03 Chapter 3 Using Feature Codes 31 Feature Codes used by Call Center Administrator and Supervisors Open Mailbox CJ Operator Settings Le 6 8 B Voicemail DN Le 6 8 65 Display Waiting Calls Skillset Status Le 0 Je Log on Log off 6 0 Monitor agents Le 0 5 Supervisor Help Le jj 0 6 Not Ready 6 0 open skillset mailboxes record skillset mailbox greetings listen to messages in the skillset mailbox s
94. ant to change message notification CHNG Hi press CHHG or 1 if you want to be notified only when the skillset mailbox receives an urgent message Press OK or J M39 notify 12 Press to end the session ADMIH SELECT Nortel Networks Call Center Set Up and Operation Guide 102 Chapter 7 Off premise Message Notification To change the destination from phone or extension to pager 1 2 M33 notif ACMIH SELECT Hot ifan 4 CHHG HEAT Destination 5 PHOME EXT PAGER Pager 6 RETRY Ok Ka 7 D Uk P0605665 03 Press 9 8 f1 Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press AD IH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIN or to change Off premise Message Notification The displays show a review of the first destination type and destination number Press CHHG or to change the destination type and the destination number lt x gt represents the type of destination phone or extension Press PAGER or to choose a pager number destination Enter the pager number and press OK or to continue Press OK or to accept the destination pager number represented by lt x gt or press ALD or to add special characters and u
95. ation 1 Send to Skillset Mailbox Step Information Service Mode NEORTEL ae Skillset Service Mode Skillset Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format Monday O 05 00 20 00 24 hr Service Tuesday 08 00 20 00 Wednesday 08 00 20 00 Thursday 08 00 20 00 Friday 08 00 20 00 Saturday 10 00 18 00 Sunday 10 00 18 00 Overflow TEL NORTEL kks Overflow Rule Table Skillset 2 Rule Mode Condition Action Commands Nortel Networks Call Center Set Up and Operation Guide 232 Chapter 17 Examples of Call Center configurations Skillset 3 Attendant Ext calculate EWT Routing Tables Day Routing Table Day Routing Table steps Skillset 3 1 Greeting a l Advanced Caller Input Table 2 This routing table DOES NOT guarantee faz delivery to the 5 Distribute 00 50 p skillset mailbox more information Distribute 00 3 Greeting 12 Step Information Commands 4 Distribute 00 50 1 Greeting 3 Normal Transfer Insert Modity Delete 5 EWT Table 1 3 Greeting 1 Normal Mo Transfer Insert Modify Delete Basic Caller Input 3 Greeting 12 Normal No Transfer Insert Modity Delete 9 Transfer to skillset mailbox 4 Greeting1 Normal Mo Transfer Insert Modify Delete 6 Distribute 00 50 5 BAT Greeting 1 Normal Transfer Insert Modity Delete 7 Greeting 13 6 Distribute For 00 50 Insert Modity Delete 8 Distribute 01 20 T Greeting 13 Normal No Transfer Insert Mo
96. ays show the next escalated request or the first missed request if there are no more escalated requests or No help requests if there are no more missed requests For a missed request the prompt aa aname asked appears and the supervisor can retrieve information about the call by pressing the INFO softkey or can move to the next request by pressing the NEXT softkey An example of retrieving an escalated request The supervisor launches the Supervisor Help feature by pressing the Supervisor Help F906 feature key 1 Launch the Supervisor Help feature by pressing 9 0 6 Jor the F906 memory button on your telephone Help aa 2 The display shows the ID and name of the agent requesting help Hino TES HG Press ES to accept the help request Or press INFO to see more information about the request Or press NO to deny the request This escalates the request and the display shows the next help request if there is one 3 When the help session is complete press to end the session For a missed request the prompt aa asked help appears After a missed request is viewed by a supervisor it is not shown to any other supervisor P0605665 03 193 Chapter 15 Activity Codes Agents use Activity Codes to allocate the time they spend on calls to one or more activities Call Center stores the amount of time allocated to an Activity Code and the number of times an Activity Code 1s entered You can generate
97. ble list 8 Click the Close button to return to the Skillset List page P0605665 03 Chapter 10 Setting up Routing Tables 145 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 Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears Skillset List Skillset Name CDN Status Commands 1 Documentation 223 Enabled Properties Agents Day Might ServiceMode Overflow Disable Testing 224 Disabled Properties A ents Day Ni yht Service Mode Overflow Enable Unconfi ure At Lang Testing 225 Disabled Properties Agents Day Might Service Mode Overflow Enable Unconfiqure Calgary 226 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfigure Ottawa 227 Disabled Properties Agents Day Might Service Mode Overflow Enable Unconfiqure Santa Clara 225 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure Vancouver 223 Disabled Properties Agents Day Night Service Mode Overflow Enable Unconfiqure unused configure unused pa Confiqure o
98. bled Properties erflow Enable Unconfiqure unused 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 T This routing table DOES NOT puarantee fax delivery to the skillset malbox more information Step Information Commands Enc Inzert Close P0605665 03 Chapter 10 Setting up Routing Tables 139 5 Click the Insert link The Routing Step page appears NORTEL NETWORKS Routing Step Skillset 1 Step Number New Step Type Greeting Forced Play EWT Greeting Table Forced Play Distribute for Transfer to Extension Transfer to mailbox Transfer to external Outdial Method Line cinemoot a Transfer to Auto Attendant None Greeting Table Select None for default AA prompt Transfer to Operator Transfer to CCR 1 gt Disconnect Intelligent Caller Input Routing for Greeting EVVT Greeting step only None Basic M Auto Attendant fi Table None Select None for default AA prompt M Operator fo M Skillset Mailbox 3 x M CCR 2 tree 1 C Advanced Retries 2 Caller Input Rules Table gt Cancel 6 Atthe Step Type option select Greeting and enter the greeting number you want to use Or if you want to use Expected Wait Time greetings select EWT Greeting Table and from the list s
99. box 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 lf you 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 Method 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 and select a Greeting Table from the list box or None if you want the to call transfer to the default Automated Attendant prompt 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 you can select it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation G
100. 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 159 for an example of how to use Caller Input Rules in your call center If you use Professional Call Center you have 50 Caller Input Tables You do not have Caller Input Tables if you use Basic 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 key Creating a Caller Input Rule 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 Nortel Networks Call Center Set Up and Operation Guide 156 Chapter 11 Creating Caller Input Rules 4 C
101. cally monitoring the agent again 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 Silent monitoring is not recommended if both of the parties being monitored are on an IP device that is if your Call Center uses both IP trunks and agent IP sets or if the caller is using an IP set If the agent is on an IP set and the caller is on an IP trunk there is a noticeable interruption in audio for approximately 1 second when supervisor monitoring starts This is noticeable to the agent and the caller On systems that do not have IP trunks and IP agents this does not occur You cannot monitor agents who are logged on to Companion sets You cannot monitor agents who are logged on to ISDN Integrated Services Digital Network sets Using VoIP telephones Maximum number of conference If the maximum number of simultaneous conference bridges 6 are bridges being used when you try to start a monitoring session your display shows No conf avail Transferred calls If you are monitoring an agent and they transfer a call you no longer hear the call P0605665 03 Chapter 14 Monitoring Call Center call activity 185 Monitoring skillsets Use 9 0 9 Display Waiting Calls to view information about skillsets and the calls waiting in skillsets The table below describes the i
102. cation This is a LI a Bas a a F RETR OK four digit field Any single digit hour and minute must be preceded by a zero start time 8 Press AM or RETR Al Pr or FM or 2 Nortel Networks Call Center Set Up and Operation Guide 94 Chapter 7 Off premise Message Notification estart Lime RETRY Ok Stor hhmm RETRY OK estop time RETRY AM Pr 540P time RETRY OK More dest WES HO Mohit none SETUP HEAT Destination PHOHE EXT FAGER Pager RETRY DOK aaa a ADD SHOW CHNG HEAT Mot 1157 pager CHHG OTHE HEAT Hotify 2 none SETUP HEAT P0605665 03 9 10 11 12 13 14 15 16 17 18 19 20 Press OK or to accept the start time Enter the time when Off premise Message Notification 1s to stop This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or or FM or 2 Press OK or to accept the stop time Press ES 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 Press OK or to accept the destination pager number represented by lt x gt or press ALD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or Press HEXT or to accept the default pager message rep
103. change the start time or press HEXT or to accept the start time Press CHMG or fi to change the stop time or press NEXT or to accept the stop time Press CHNG or to change the message type to urgent Press OK or to accept the new default message You can choose to be notified of all new messages or urgent messages only Change the message type to urgent to be notified only when the skillset mailbox receives an urgent message Press to end the session Nortel Networks Call Center Set Up and Operation Guide 98 Chapter 7 Off premise Message Notification To change the destination from phone to another destination M3 not 11 ACMIM SELECT Hotifts Phone CHNG HEAT Destination PHOHE EXT FAGER ae RETRY Ok Accert ise RETRY Hotit nms CHHG HEAT More dest VES HO P0605665 03 Press 9 8 f1 Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press AD IH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIN 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
104. conditions and one or more actions Nortel Networks Call Center Set Up and Operation Guide 116 Chapter9 Setting up Intelligent Routing Mode Intelligent Overflow Routing looks at the mode the skillset 1s 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 Whether the timer expires You set the length of time a call waits for an agent before the call is sent to the destination that you specify The maximum time a call can wait is 59 59 When a call enters a skillset the timer starts at 00 00 Overflow rules are applied according to the time a call is in a skillset not according to the total time a call is in the system For example if you set up skillset 1 to move a call to skillset 2 after five minutes and you set up skillset 2 to move a call to skillset 1 after two minutes a call in skillset 1 will be moved to skillset 2 after five minutes The call will move back to skillset 1 after an additional two minutes then back to skillset 2 after an additional five minutes 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 spec
105. corded by Call Center when it detects certain activities System Activity Codes appear in the Activity Codes table but you cannot modify or delete them Importing Activity Codes does not affect your System Activity Codes They are not part of the maximum 2 000 entries in the table System Activity Codes use reserved values in the range 9999999999999901 to 9999999999999999 and appear in Activity Code reports System Activity Codes that Call Center records No Peg If the agent does not enter an Activity Code by the end of the active peg period Call Center records the No Peg System Activity Code If an agent a enters an Activity Code as their Break Time is ending it is possible that MDE MING Melvin Ode IE OMETE Call Center will not record the Activity Code and will record the No Peg System Activity Code instead The No Peg System Activity Code is 9999999999999999 Held Call Abandoned If an agent puts a call on hold and the held caller hangs up Call Center records the Held Call Abandoned Activity Code using the time the caller for calls on hold that are was on hold abandoned The Held Call Abandoned Activity Code is 9999999999999998 Non Agent If a call is transferred to a non agent Call Center enters the Non Agent Activity Code for the time spent with the non agent for non agent talk time The Non Agent Activity Code is 9999999999999997 Nortel Networks Call Center Set Up and Operation Guide 198 Chapter 15 Activity Co
106. d 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 1s 20 You can record the routing table steps you create in Routing Tables on page 259 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 aGreeting 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 1s 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 If you have a Business Communications Manager system and use Expected Wait Time all greetings in the EWT table must be greater than 11 seconds to support fax detection Nortel Networks Call Center Set Up and Operation Guide 128 Chapter 10 Setting up Routing Tables As you create
107. d 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 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 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 P0605665 03 Chapter 7 Off premise Message Notification 85 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 nu
108. de 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 the Automated Attendant the Operator the skillset mailbox a CCR Tree a mailbox an extension an external number another skillset Intelligent Caller Input Routing Advanced parameters e Retries is 0 5 default is 2 This is the number of times a Data Entry step repeats itself on a caller entry error e Number of Caller Input Rule tables is equal to the number of available skillsets 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 138 Chapter 10 Setting up Routing Tables Adding a Greeting step Greeting steps play a message to waiting callers To add a Greeting step Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillsets List page appears Skillset List Skillset Name CON Status Commands 1 Documentation 233 Enabled i 3 At Lang Testing 225 Disabled Properties Agents Day Night 5 227 Disabled Properties Ce Santa Clara eS Disabled Properties Agents Day Night Service Mode Overflow Unconfiqure 7 Vancouver 223 Disa
109. des Examples of System Activity Code calls Example 1 No Peg A call where the agent does not enter an Activity Code Activity Peg time Start of call End of call If Activity Codes are Prompted and the agent does not enter an Activity Code Call Center starts a F907 session If the Break Time is O Call Center does not start a F907 session Whether Activity Codes are Prompted or Optional if the agent does not enter an Activity Code Call Center records the No Peg System Activity Code for 10 minutes Example 2 Held Call Abandoned and No Peg A Prompted call where an on hold caller hangs up Activity Peg time 9 00 Start of call Agent puts call 1 on hold Start of call 2 Call 1 on hold hangs up Call Center records the Held Call Abandoned 2 minutes System Activity Code for 2 minutes and the No Peg System Activity 5 minutes Code for 5 minutes P0605665 03 Chapter 15 Activity Codes 199 Example 3 No Peg and Non Agent A Prompted call transferred to non agent where the agent does not enter an Activity Code Agent transfers the call to a non agent and does not enter an Activity code As soon as the agent transfers the call a F907 session starts on the agent s telephone End of call Call Center records 6 minutes for the Non Agent Talk Time 6 minutes System Activity Code End of active peg period Because the agent has not entered an Activity 4 minutes Code Call Center records 4 minutes for the No Peg Sy
110. des and select the Replace Duplicate Codes check box if you want to replace any duplicates in the Activity Code table with the new values in your list or choose the Replace All Codes option if you want to replace your table of Activity Codes with the new list 5 Click the Submit button If you chose to replace all codes a message appears that asks you to confirm that you want to replace all the Activity Codes in the table Click the Yes button Communicating Activity Codes to supervisors and agents You can print the Activity Code table screen and distribute it to supervisors and agents in your Call Center Then they will know which Activity Codes your Call Center uses and how to enter them When you make any changes to your Activity Codes be sure to communicate the changes to the agents and supervisors Nortel Networks Call Center Set Up and Operation Guide 208 Chapter 15 Activity Codes Assigning Activity Code settings to agents and skillsets By default agents and skillsets have Optional prompting for Activity Codes To set up or change Activity Code settings for an agent see e Adding an agent or a supervisor on page 35 e Adding more than one agent on page 37 e Changing agent information on page 39 To set up or change Activity Codes for a skillset see e Setting up or changing a skillset on page 46 Generating Activity Code reports You can generate Activity Code reports that are sorted according
111. des From File Nortel Networks Call Center Set Up and Operation Guide 238 Chapter 17 Examples of Call Center configurations Lines Mo Mo Call Center skillset 1 Call Center skillset 2 Call Center skillset 3 Call Center skillset 4 Outdial with pool PRI A o o o o o o o o Skillset 5 Skillsets 1 4 are unchanged See e Skillset 1 on page 227 e Skillset 2 on page 230 e Skillset 3 on page 232 e Skillset 4 on page 234 Name MMCC Method Least Busy Attendant Ext calculate EWT P0605665 03 Chapter 17 Examples of Call Center configurations 239 Routing Tables Day Routing Table Day Routing Table steps Skillset 9 1 Greeting 148 Forced Greeting This routing table DOES NOT guarantee fax delivery to the 2 Distribute 01 30 skillset mailbox more information 3 Greeting 149 4 Distribute 01 30 5 Greeting 150 6 Go to step 2 Step Information Commands 1 Greeting 145 Forced No Transfer Insert Modify Delete Distribute For 01 30 Insert Modify Delete Greeting 149 Normal No Transfer Insert Modify Delete Distribute For 01 30 Insert Modify Delete Greeting 150 Nortnal No Transter Insert Modify Delete Greeting 1 Normal No Transfer Insert Modify Delete Insert Nig ht Routing Table Night Routing Table steps Skillset Tlus routing table DOES NOT guarantee fax delivery to the skillset mailbox more Information 1 Send to Skillset Mailbox Step In
112. dify Delete 5 Greeting 1 Mormal No Transfer Insert Modity Delete i Greeting y at 3 Basic Caller Input g Greeting 7 Normal Transfer Insert Modify Delete 9 Transfer to skillset mailbox 10 Go to step 2 mm Greeting 10 Normal No Transfer Insert Modify Delete m J ri Insert P0605665 03 Chapter 17 Examples of Call Center configurations 233 Night Routing Table Skillset 3 Night Routing Table steps Tlus routing table DOES NOT guarantee fax delivery to the skillset mailbox more 1 Send to Skillset Mailbox Information Step Information Service Mode TEL MORELE Skillset Service Mode Skillset Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format 24 hr Service Monday O 05 00 20 00 Tuesday 08 00 20 00 Wednesday 08 00 20 00 Thursday 08 00 20 00 Friday 08 00 20 00 Saturday 10 00 18 00 Sunday 10 00 18 00 Submit Cancel Overflow T NORTEL kks Overflow Rule Table Skillset 3 Rule Mode Condition Action Mo Agents Move to Skillset 2 Insert Modify Delete Move Nortel Networks Call Center Set Up and Operation Guide 234 Chapter 17 Examples of Call Center configurations Skillset 4 Attendant Ext calculate EWT Routing Tables Day Po uti ng Table Day Routing Table steps Skillset 4 1 Greeting 4 This routing table DOES NOT guarantee tax delvery to the 2 Distribute 00 30 skillset mailbox more information 3 Gree
113. dule 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 Do not rename a telephone DN to a CDN used by Call Center P0605665 03 Chapter 16 Tips for operating Call Center 215 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 e Do not use any CDNs that are used by Interactive Voice Response as Call Center CDNs You can use B2 CDNs if e you use a CallPilot 150 platform CallPilot 150 has a B2 DN for every BI e you use a Business Communications Manager system that has legacy B2 CDNs Your Call Center has legacy B2 CDNs if e you have upgraded your system and e 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 Parti
114. e Call Center Reporting properties let you control who can access Call Center Reporting and whether information from the data stream is collected Supervisor Help Request Timeout The Supervisor Help Request Timeout is when to escalate a request if a chosen supervisor does not answer the help request You can choose a value from 1 to 60 seconds The default is 12 seconds For more information about Supervisor Help refer to Supervisor Help on page 189 Selection Method Supervisor Help From The Supervisor Help From setting lets you determine where supervisors for escalated requests are chosen from For more information about Supervisor Help refer to Supervisor Help on page 189 sends an unanswered help request system wide to all Call Center supervisors Agent s skillsets only sends an unanswered help request to only the supervisors assigned to skillsets that the agent is logged on to Note If you use a CallPilot system Supervisor Help is not available gt Enable Caller ID The Enable Caller ID options let you select how you want caller ID information to be displayed on agent telephones e Name with number backup displays the caller s name for 3 seconds and then the skillset name If the caller s name is not available the caller s number is shown e Number only displays the caller s number for 3 seconds and then the skillset name e None displays the skillset name P0605665 03 Chapter 13 Setting up Cal
115. e Description Commands 40 Sales Sales question Change ma Auto Attendant elete 50 Supporti Support question Custom Call Routing 51 Support2 52 Supports Support 61 Inztall2 Installation booking Call Center aad a ee 71 Preferred Preferred sale General Properties T3 Preferredd Preferred installation Change Delete Greetings mla Caller Input Rules CLDONIS Routing Table Expected Wait Time Table Activity Codes Reports Configuration Operations P0605665 03 Lines Call Center Call Center Call Center Call Center Mo Mo Skillset 1 skillset 1 skillset 2 Skillset 3 skillset 4 Chapter 17 Examples of Call Center configurations 227 Change Change Change Change o 0 o o o 0 O o Name MWI DN Method Attendant Ext Use previous __ calls to calculate EWT EWT increase allowed Initial call duration Activity Code entry type Agents Least busy Nortel Networks Call Center Set Up and Operation Guide 228 Chapter 17 Examples of Call Center configurations Routing Tables Day Routing Table Day Routing Table steps Skillset 1 1 Greeting 1 This routing table DOES NOT guarantee tax delivery to the Acance Caller Input Table 1 skillset mailbox more information 2 Distribute 00 50 3 Greeting 8 Information Commands 4 Distribute 00 50 Greeting 1 Normal Transfer Insert Modify Delete 5 EWT Table 1 Distribute For 00 50 Insert Modify Delete Basic Caller Input
116. e 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 Nortel Networks Call Center Set Up and Operation Guide 160 Chapter11 Creating Caller Input Rules 6 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 7 The callers personal identification number is 67095233 which matches the rule for laptop computers 8 The Call Center Administrator set up the rules in Rules Table 1 with these Actions e amatch 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 priority to e amatch for 6709 sends callers to skillset 3 laptops and changes the call priority to 1 9 The call enters skillset 3 Skillset 3 is the priority service skillset for laptops P0605665 03 Chapter 11 Creating Caller Input Rules 161 Changing a Caller Input rule You can change a caller input rule at any t
117. e in the Company LI 7 a Ok Directory Do not use handsfree Include the skillset mailbox number in the recording For example Sales mailbox 5813 Press OF or to end the recording Accert name 7 Press OK or to accept the recording RETRY PLA OK or press PLAY or to listen to the recording or press RETR or to re record your name Skillset name gt 8 The recorded name plays and the skillset mailbox name is displayed The skillset mailbox name is the name you entered when you set up the skillset properties 9 Press to end the session Nortel Networks Call Center Set Up and Operation Guide 64 Chapter 6 Setting up skillset mailboxes Opening a skillset mailbox You can open an initialized skillset mailbox from your extension e another extension e an outside tone dial telephone To open a skillset mailbox Norstar Voice Mail 1 Press JQ f1 Pswd 2 Enter the skillset mailbox password and press DE or OTHER RETRY OK or if you are at another extension or if you are using a Guest mailbox press OTHR or to display the Loa prompt When this prompt appears enter the skillset mailbox number and password 1 new 1 saved 3 After you open the skillset mailbox the telephone display shows PLAY REL ADMIN how many new and saved messages are in the mailbox To open a skillset mailbox CallPilot 1 Press 6 6 f7 Mbox 2 Press RETRY OK Or 1f you are at another extension enter the skillset mailbox
118. e 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 OK The display briefly confirms the skillsets that you are logged on to Press LJ You are now logged on and can accept calls like a Call Center agent To begin monitoring agent calls press the memory button programmed with 9 0 6 After you press p 0 6 Call Center does not route calls to you Press OK to accept the skillset shown or press NEXT or FRE 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 logged into a skillset assigned to you Press INFO 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 Browse AnsDN Ringin Press IMFO a second time to display the Agent ID number
119. e to use a feature For example press p to access your mailbox The T7100 works differently from other telephones on your system because it does not have line buttons Where other telephones require that you select a line button to answer a call on the T7100 terminal you pick up the handset Where other telephones require you to select a line button to take a call off hold you press on the T7100 terminal On T7100 terminals you can answer a second call by pressing Your active call is put on hold and you connect to the waiting call You can have no more than two active calls at one time Nortel Networks Call Center Set Up and Operation Guide 28 Chapter2 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 9 8 fi 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 B new 8 saved PLA REC AUMIH Ho messages This is the CallPilot interface COMP HEOR EXIT 3 Press to end the session P0605665 03 29 Chapter 3 Using Feature Codes You use Feature Codes
120. ed when callers press a key in response to instructions in a greeting Intelligent Caller Input includes the Basic capabilities plus the ability to create rules that route Routing Advanced 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 Intelligent Overflow Routing Use Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset for an agent You can specify that a waiting call e overflows to one or more skillsets and keeps its conditions and original skillset greetings Agents from the specified skillsets can answer the call e moves to another skillset where the call loses its conditions and takes on the properties of the new skillset including skillset greetings The system tracks the total length of the call from the time the call enters the system until it 1s 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
121. efore it is best to keep greetings similar lengths if possible 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 press nine or the keypad button you designate for the skillset mailbox Nortel Networks Call Center Set Up and Operation Guide 212 Chapter 16 Tips for operating Call Center Routing Table administration e 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 e 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 1s played a Forced Play greeting The result is that no calls in this skillset are routed to an agent until the Forced Play greeting 1s finished playing to the highest priority call This guarantees that the highest priority call is answered before lower priority calls in the skillset e Ensure that an Intelligent Caller Input Routing Basic transfers calls to a skillset mailbox if you want
122. elect the EWT Table you want to use If you have entered a greeting caption for the greeting or the EWT Greeting Table the caption name appears 7 Ifyou want the caller to listen to the entire message before they transfer to an agent select the Forced Play check box Nortel Networks Call Center Set Up and Operation Guide 140 Chapter 10 Setting up Routing Tables 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 and select a Greeting Table to transfer the call to or select None to transfer the call to the default Auto Attendant prompt You can assign a different dialpad button by selecting a number from the list box 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 Skillset Mailbox check box if you want callers to be able to transfer to the skillset mailbox By default ca
123. ends 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 P0605665 03 Glossary 265 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 ss a routing feature that you can program to present a customized menu of single digit choices to callers CCR automatically 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 agen
124. ent 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 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 also remains queued at the original skillset destination Note If you want calls to overflow to multiple skillsets specify all the skillsets in the same rule The call bypasses skillsets with busy agents and overflows to the next skillset with an available agent Example 2 In this example calls to the 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 1s 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
125. ent password is set to 0000 Click the OK button Nortel Networks Call Center Set Up and Operation Guide 40 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 agent from a skillset on page 37 Note You cannot delete an agent who is logged on Ask the agent to log off and then delete them 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 If the agent you want to delete is logged on the Delete button is not available If the agent you want to delete has logged on while you are deleting them a message appears that says that the agent must log off before you can delete them 5 Click the OK button A message appears that says the agent is deleted 6 Click the OK button P0605665 03 Chapter 4 Setting up Call Center agents 41 Forcing 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 force the agent off An agent that is forced off does not receive any new Call Center calls To force an agent off 1 Start CallPilo
126. enter Agent List Add Many Agents Skillset List General Properties Caller Input Rules CLIDVONIS Routing Table Expected Wait Time Table Activity Codes Nortel Networks Call Center Set Up and Operation Guide 110 Chapter 8 Recording Call Center Greetings 3 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 100 150 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 Import From Browse Send Export Native Encoding Way Encoding Close Help 4 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 For a telephone number that is not a local extension the number you dial must use a destination code For more information about destination codes refer to your telephony System Administrator 5 Click the Dial button The telephone rings 6 Pick up the handset Do not use Handsfree Click the Record button After
127. enu e Go to step 3 Nortel Networks Call Center Set Up and Operation Guide 92 Chapter 7 Off premise Message Notification M3 notity AC HIH SELECT Destination PHOHE EXT Pager RETRY Naa Ds er wY Show ee CHNG More dest YES HO M3 Lyre new CHNG M3 not 11 ADMIH P0605665 03 SELECT PHGER OF 3 Press ADMIN 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 Press OK or to accept the destination pager number represented by lt x gt or press ALD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or Press HEXT or to accept the default pager message represented by lt xxxx gt The default pager message sent by CallPilot is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHHG or 1 to change the pager message The combined limit 1s 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 Press OK or to be notified when the skillset mailbox receives a new message or press CHHG or to change the message type to be notified only when
128. ep 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 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 A Transfer step can transfer calls to an extension a mailbox an external number the Automated Attendant an operator a CCR Tree A Disconnect step releases calls from the skillset If the first step in a routing table is a Disconnect Call Center does not answer the call Chapter 10 Setting up Routing Tables 137 Greeting step parameters You can assign these parameters to greeting steps If the first step in a routing table 1s 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 127 Forced Play Intelligent Caller Input Routing Basic Intelligent Caller Input Routing Advanced No Intelligent Caller Input Routing Enable Forced Play for a greeting that contains importa
129. epartment Press 1 to book a support request 2 to check on the status or cancel an existing booking or stay on the line for general inquiries Greeting 3 Welcome to Mosaic Hardwood Flooring Installation department Press 1 to book an Installation request 2 to check on the status or cancel an installation booking or stay on the line for general inquiries Greeting 4 Thank you for entering your Customer ID A representative will be with you shortly Greeting 5 All of our representatives are currently busy Please continue to hold or press 9 to leave a message Greeting 6 Thank you for continuing to hold Please stay on the line or press 9 to leave a message which will be returned as soon as possible by a representative Greeting 7 Thank you for continuing to hold Please stay on the line or press 9 to leave a Message Greetings 8 amp 9 Advertisement Announcements1 amp 2 Greetings 10 amp 11 Support Announcements 1 amp 2 Greetings 12 amp 13 Installation Announcements 1 amp 2 Greeting 50 The expected wait time for your call is 3 minutes Please stay on the line or press 9 to leave a message Greeting 51 The expected wait time for your call is 6 minutes Please stay on the line or press 9 to leave a message Greeting 52 The expected wait time for your call is 9 minutes Please stay on the line or press 9 to leave a message P0605665 03 Chapter 17 Examples of Call Center configurations 225 G
130. er 15 Activity Codes P0605665 03 211 Chapter 16 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 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 1s 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 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 because voice ports are used each time a greeting 1s played to a caller 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 Ther
131. er to Operator 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 you can select it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation Guide 7 Click the Submit button The Transfer step appears in the Routing Table list 8 Click the Close button to return to the Skillset list Nortel Networks Call Center Set Up and Operation Guide 144 Chapter 10 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 call To add a disconnect step Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillsets List page appears 4 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 5 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 the Disconnect option Click the Submit button The Disconnect step appears in the Routing Ta
132. es page appears 4 Click the Clear link for the table you want to clear A message appears that asks you to confirm the deletion 5 Click the OK button P0605665 03 165 Chapter 12 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 15 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 1s answered You can record your line answering information in the table Line answering on page 262 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 9 2 J RETR Ok Enter the Operator password and then press OK Choose option 2 Press OPER OPER MODE Atdt avail NMN 3 Press HEXT CHING HEAT Business open H 4 Press HEST CHHG HEMT Answer lines H 5 Press CHHG CHNG NEST If
133. ess 9 0 8 again to activate the Not Ready feature If you press 9 0 8 and Agent active appears the Not Ready feature was on and you canceled it Press 9 0 8 again to activate Not Ready 2 When you are ready to take calls again cancel the Not Ready feature by pressing 6 0 8 If Mot ready appears press L 0 8 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 Ifthe 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 30 Nortel Networks Call Center Set Up and Operation Guide 188 Chapter 14 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 Changing your supervisor password Keep your password confidential Change your
134. ess Communications Manager 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 or CallPilot 100 150 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 20 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 64MB RAM 10 MB disk space e Minimum screen resolution of 1024 X 768 pixels Browser requirements To use CallPilot Manager you must have 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
135. et 24 Hour Service mode 116 about 43 assigning agents 54 assigning hours of operation 145 Break Time 45 Control DNs 44 Day mode 116 default mode 116 Delay Answer 45 disabling 59 DNs 44 enabling 58 246 how calls are received 43 how lines are answered 43 language preference 45 maximum greeting length 213 Message Waiting Indication extension 44 Method of Call Distribution 44 MWIDN 44 name 44 268 night mode 116 problems changing general parameters 246 problems enabling 246 properties 44 Service Mode 116 setting up 43 start andend times 16 unconfiguring 60 viewing agents in 57 Skillset mailbox about 61 changing password 66 checking for messages 74 Class of Service 61 determining MWI extension 31 determining number 31 Nortel Networks Call Center Set Up and Operation Guide 274 Index greeting example 68 72 initializing 63 leaving a message in 212 214 listening to messages 74 Message Waiting Indication extension 62 messages 74 messages waiting 267 number 44 61 62 opening 64 opening remotely 65 password 63 66 password changing 66 resetting password 67 retrieving messages 74 setting up 61 tips 212 214 Skillset parameters Control Directory Number CDN 44 Delay answer 265 Message Waiting Indication extension 267 Method of Call Distribution 267 setting up 46 Skillset name 268 Skillset attendant extension 45 Skipping forward in messages 76 77 Skipping forward to end of messages 75 Sof
136. et or change the operator extension indicate whether the operator is available select the day and night service modes for skillsets 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 147 and Resetting the Operator password on page 241 e display the skillset mailbox number Control DN for each skillset e display the extension for Message Waiting Indication for the skillset mailbox e reset the passwords of the Call Center Administrator and the operator For information on the Control DN refer to Determining a skillset mailbox number on page 62 For information on resetting the Operator and Call Center Administrator passwords refer to Resetting the Operator password on page 241 view real time status information about skillsets You can see how busy your call center is so that you can adjust skillset staffing view whether a skillset is enabled or disabled view the number of agents logged on to the skillset view the number of calls waiting 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 9 o fQ Refer to Programming a memory button with a Feature Code on page 30 e log on or off lets you monitor agents lets you take agents help requests not available on CallPilot 100 150 extend a Break Time period if agents
137. ete an EWT Table you delete its contents The number of EWT Tables does not decrease Your EWT greetings are not be deleted when you delete an EWT Table P0605665 03 Chapter 10 Setting up Routing Tables 135 Changing an EWT Table 1 Click the Expected Wait Time Table link The EWT Greeting Tables page appears 2 Click the Change link for the table you want to change The EWT Greeting Table page appears 3 Click the Change link for the EWT rule you want to change The Wait Time Interval page appears Modify the Wait Time Interval or greeting number Click the Submit button The changed EWT rule appears in the EWT Table Nortel Networks Call Center Set Up and Operation Guide 136 Chapter 10 Setting up Routing Tables About types of Routing Table steps You can add these types of steps to routing tables Distribute for Transfer P0605665 03 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 An EWT Greeting step uses the EWT Table you select to play estimated wait time messages to callers EWT greeting steps act the same as greeting steps During a Distribute for step calls wait to be distributed to agents If no agents are available before the distribution time expires the call goes to the next step in the routing table If there is no next st
138. eting 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 74 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 P0605665 03 Chapter 6 Setting up skillset mailboxes 75 Playing skillset mailbox messages Use the procedure for playing messages that corresponds to the interface you use e To play skillset mailbox
139. eting The greeting you save replaces the previously recorded greeting Click the Close button and replace the telephone handset If you use Business Communications Manager you can enter a caption for the greeting Click the Refresh button on your browser P0605665 03 Chapter 8 Recording Call Center Greetings 113 15 Click the Add Caption link for the greeting The Greeting Caption page appears 16 In the Greeting box type a descriptive name for the greeting The greeting caption can be a maximum of 30 characters 17 Click the Submit button Note If you want to change the Greeting Caption click the Change Caption link and gt make your changes Exporting a Call Center greeting If you use Professional Call Center on Business Communications Manager 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 100 150 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 format if you want to edit the sound file on your computer To export a previously
140. ext Method Break Time and Delay Answer time limit Call Center skillsets 253 Record greeting numbers and information about them Call Center Greetings Record the Intelligent Overflow Routing parameters for each Intelligent Overflow skillset Routing 255 Record agents assigned to the skillsets Skillset assignments Record the skillset mailbox name skillset mailbox number MWI extension and skillset mailbox password Skillset mailboxes 258 Record the type of step and step parameters for Day and Night Routing Tables Routing Tables 259 Record Caller Input Rules Caller Input Rules Intelligent CLID DNIS Record CLID DNIS Routing Routing 261 Note Make copies of these pages as required gt Nortel Networks Call Center Set Up and Operation Guide 252 Chapter 19 Call Center Programming Record Feature Codes CE 5 CE 2 alata General Call Center properties a aa Ca Senayan pemn YY YY YY Balad M Pomos CG Ea oi i eje Enable Caller ID Supervisor Help CLID settings Operator Business Status Password OPERATOR 67372867 Receptionist or Operator available Y N Business open Y N Answer lines Y N Receptionist or Operator extension Skillset Number Manual Day Night Auto Skillset Number Call Center Service Manual Day Night gt Cc pampa O These settings are usually changed by the receptionist or Operator on a daily basis P0605665 03 Chapter 19 Call Center Pro
141. fer to Example of a Day Routing Table on page 149 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 skillset it is automatically in 24 hour mode To change the mb Service Mode of a skillset refer to Setting the Service Mode for skillsets on page 147 P0605665 03 Chapter 5 Setting up skillsets 59 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 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 60 Chapter5 Setting up skillsets Unconfiguring a skillset You mus
142. formation Commands 1 Transfer to Mailbox 2367 Insert Modify Delete End Inzert Close Nortel Networks Call Center Set Up and Operation Guide 240 Chapter 17 Examples of Call Center configurations Service Mode Al 114035 DIE Skillset Service Mode Skillset Day Start Time Night Start Time hh mm 24 Hour hh mm 24 Hour Format Format Monday 05 00 20 00 24 hr Service Tuesday 08 00 20 00 Wednesday 08 00 20 00 Thursday 08 00 20 00 Friday 08 00 20 00 Saturday 10 00 18 00 Sunday 10 00 18 00 Submit Cancel Overflow RTE NORTEL kks Overflow Rule Table Skillset 5 Rule Mode Condition Action Commands P0605665 03 241 Chapter 18 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 the Operator password page 241 the Call Center Administrator password page 242 a skillset mailbox password page 67 an agent password page 39 Resetting the Operator password You can reset the Operator Le 9 8 R password if it is lost or forgotten 9 is used by the receptionist Operator and Call Center Administrator If you reset the Operator password it is reset to 6 6 Z Operator To reset the Operator password using CallPilot Manager 1 Start CallPilot Manager Click the Operations heading
143. gent72 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 on their telephone and headset that indicates that a call is delivered The agent is automatically in the handsfree mode It is important that agents use the Not Ready feature when they are not available to receive calls If Automatic Answer is not enabled calls ring at the agent s telephone and the agent must answer calls manually NOTE For how to use Automatic Answer with the telephones you use in your Call Center see Automatic Answer on page 244 Nortel Networks Call Center Set Up and Operation Guide 34 Chapter4 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 T
144. gged in to the skillset and chooses the one with the highest priority If the method is Least Busy the agent that has been available longest 1s routed the call Call Center general parameters e 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 e A reserved or voice channel is used when a Call Center greeting is played to a caller Off premise Message Notification notifies you of a message in a skillset mailbox P0605665 03 Chapter 16 Tips for operating Call Center 213 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 Tj B JE l Wait Time CPU EEE 1 x maximum greeting length where e wait time is the longest time in seconds that a caller can be on hold without hearing a greeting e maximum calls is the maximum number of calls that Call Center can normally handle Ta call center where external calls are not transferred or forwarded to Call Center the maximum number of calls 1s the same as the number of lines programmed to be answered by Call Center Inacall center where external calls are frequently transferred or forwarded 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
145. gramming Record 253 Call Center skillsets Skillset parameter Skillset name Maximum 16 characters SKILLn cc Extension cannot be used by Control DN CDN another telephone or peripheral 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 00 sec Delay answer maximum 10 min 00 sec 00 00 Use previous _ The number of previous calls Calls used to calculate EWT 10 EWT increase allowed selected call time used to calculate EWT before the number of calls Initial Call specified in Use Previous is Duration reached Primary or alternate Appears if Bilingual is enabled in the Language system properties Attendant extension for the skillset If clear the operator Attendant ext extension is used not selected Nortel Networks Call Center Set Up and Operation Guide 254 Chapter 19 Call Center Programming Record Call Center Greetings Greeting Greeting information number P0605665 03 Intelligent Overflow Routing Service Mode circle one Conditions Timer Agents not logged in Timer Agents not logged in Timer Agents not logged in Timer Agents not logged in Timer Agents not logged in Timer Agents not logged in Timer Agents not logged in Timer Agents not logged in Timer Agents not logged in Timer Agents not logged in Chapter 19 Call Center Prog
146. guration 22424 2 22s044400004 Soden geese eee NERO BAK ees 224 General a a AP teehee sheet hues eeus 225 Galler MOUT RUES go GA bod oe chee KAG NG KA KAB eee bee se PEG Hes 225 ECO va IMO 224266 040469544 eden DRA UWE AA REEI sue renee an 226 ch ge RB ee ee eee ee ee ee ee es eee ee 226 Mj PAA ae eee eee PAA 227 oo ee ae ee a ee ee ee ee ee ere 227 ES GG dhe 0d HOSE OE NEG ROA EOE ESSE ES OE os 230 Oa paaa dost cr tes Cette ey csc areeceoentesesageseauies et as 232 sig a ee ee ee ee ee ee ee eer ee ee 234 Multimedia Call Center occccee md oc ees kode eee Sendgeseeess cada NAGA cers 236 CEI OFODEINSS 44 pind head E K dos 60098 4S FUE ESTAS KWAN KA 236 POUT ONG xha E eenens Hs5 50nd SUR s hoa Cee KUMAG NAKA 237 LIO 20 onee ee ees ee shone eo GANA NLANG ae ene tana ee eee eeen ees 238 oo ee ee ee a ee ee ee AA 238 Chapter 18 Troubleshooting Call Center 0 00 es 241 ee generac d ri ane eae oe wee be ened oats eee 241 Resetting the Operator password 0 0 00 cee ees 241 Resetting the Call Center Administrator password 242 PI KANAN kA arae hehe ben kh hg WAGI KAPAG MAHA kA 243 Agent log APAPAP PP APP AA AA ee 243 Important considerations about how agents use features 243 Skillset problemS lt 22c 0c2050 20040548604 e4 PAH KABAN BYE SARA eee Re MANG 246 Problems enabling skillsets 00 000 aa 246 Problems changing skillset properties eee 246 P0605665 03 Con
147. hapter 7 Off premise Message Notification aan 83 About Off premise Message Notification a 83 Assigning an outdial method to a skillset mailbox A 84 Off premise Message Notification parameters 0 00 0 cee eee 85 Setting up Off premise Message Notification 0 0 ccc 86 About setting up Off premise Message Notification to a pager number 91 Changing Off premise Message Notification cee eee 96 Deleting a destination number aaa 104 Adding a destination number bic paa KARERA KARA tenes erode bee hee een et ee KENA 105 Turning Off premise Message Notification on or off 106 Chapter 8 Recording Call Center Greetings 0000 eee eee eee ees 107 About Call Center greetings 0 cc eee teens 107 Examples of Call Center greetings eee eee 107 Recording a Call Center greeting a 109 Importing a Call Center greeting a 112 Exporting a Call Center greeting eee eens 113 Chapter 9 Setting up Intelligent Routing 0 00 eee ees 115 About Intelligent routing 65 ceevacdscedansesatetaepeeseeedexeveuuewe us 110 Intelligent Overflow Routing Bk KANG RA KA KBT EBA B LAAL DA LAB LH PLEDGE NG 115 Examples of Intelligent Overflow Routing rules 0 000 eee eee ees 117 Assigning Intelligent Overflow Routing to a skillset
148. hat your CDN is valid a In Unified Manager click the Diagnostics and MSC keys and click the DN to Port Conversion heading b Inthe DN to convert box enter the CDN for the skillset and press enter Check that the port number that appears in the Device port box does not resides on BUS 1 or 8 C Click the Resources and Media Bay Modules keys and check all the buses until you find your port number and make sure the bus that your port is on is assigned to a Digital Station Module The only modules that a CDN can reside on are Digital Station Modules They do not have to be equipped but they must be programmed for BUS type Station Module CDNs are invalid if they reside on any other type of module P0605665 03 Chapter 18 Troubleshooting Call Center 249 Call Center calls do not follow Call Forward rules but non Call Center calls do For example an agent is logged onto a set that is configured to CFNA to voicemail A call is distributed to the agent who does not answer it and the call is returned to the skillset but the desired behavior is to transfer the call to voicemail Non C all Center calls that do not get answered do go to voicemail To have non Call Center calls to go to voicemail and Call Center calls to return to the skillset make sure that the number of rings for Call Forward to Voicemail is set to greater than the Transfer Callback Timer To have both Call Center and non Call Center calls to go to voicemail make sure that
149. he 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 system refer to Timers section of the Configuring System Settings chapter of the Business Communications Manager Programming Operations Guide e f you use a CallPilot system refer to the Norstar System Coordinator Guide Accepted Call Types Accepted Call Types are Voice calls only Multimedia 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 agent 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 44 Activity Code Entry Type Activity Code entry types are Prompted and Optional If you select Prompted the agent is prompted to enter Activity Codes on their telephone If you select Optional an Activity Code session is not automatically displayed on the agent s telephone but they can press F907 and enter Activity Code
150. he skillset or the agent setting is Prompted entering Activity Codes for calls is prompted If both skillset and agent are optional entering Activity Codes 1s optional The call s skillset is its current skillset The call s current skillset 1s not necessarily the original skillset because a call can move to a new skillset through a transfer or intelligent routing rule The default setting for skillsets and agents is Optional Examples of Prompted and Optional Calls Example 1 Optional where the agent does not enter an Activity Code a Start of call C End of call Since entering Activity Code is Optional there is no Prompted F907 10 a session Because the agent did not enter an Activity Code Call Center records the No Peg System Activity Code for 10 minutes Example 2 Prompted where the agent does not enter an Activity Code a Start of call 910 End of call A prompted F907 session appears on the agent telephone at the end of 10 a the call Because the agent does not enter an Activity Code Call Center records the No Peg System Activity Code for 10 minutes P0605665 03 Chapter 15 Activity Codes 201 Example 3 Prompted or Optional where the agent enters an Activity Code during a call End of the active peg period Call Center autopegs Activity Code 1 for 6 minutes Example 4 Prompted or Optional where the agent enters several Activity Codes during a call Agent enters Activity Code 2 End of call E
151. he skillset with the routing table you want to change The Day or the Night Routing Table page appears for the skillset P0605665 03 Chapter 10 Setting up Routing Tables 153 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 59 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 step 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 sss Nortel Networks Call Center Set Up and Operation Guide 154 Chapter 10 Setting up Routing Tables P0605665 03 155 Chapter 11 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
152. her by timing out or the agent cancelling it with F908 e The agent logs out of all skillsets with F904 e The agent takes another call e The agent makes a held call active If the agent has multiple calls at the end of the active call they can enter Activity Codes for the call at any time up until they take a held call off hold Note Any time that a call spends on hold is included in the Activity Code time gt If the agent s Break Time is zero the active peg period ends when the call disconnects Nortel Networks Call Center Set Up and Operation Guide 194 Chapter 15 Activity Codes Agents have the option of pressing 9 0 7 to enter an Activity Code from the time the call starts until the end of the active peg period Agents have the option of pressing 19 fo and entering an Activity Code from the time the call starts until the end of the active peg period Agents can enter 9 0 7 any number of times during the active peg period to record activities for the same call Agents can enter a maximum of 5 Activity Codes per 19 fo session The talk time is associated with all the activities entered Agents have one final 9 0 7 session after the call ends Fach time an agent enters an Activity Code Call Center increases by one the number for that activity For example if the agent presses 9 0 7 three times during a call and enters Activity Code 1 the first time Activity Code 2 the second time and Activity
153. ian Language Support 10 Greek Greek Language Support 11 Norwegian Norwegian Language Support 12 Portuguese Portuguese Language Support Example of an Activity Code List created in Excel FA Microsoft Excel New Activity Codes cev elie File Edit wiew Insert Format Tools Data Window Help m lo E H19 Ba ka pa paa ma H a Ts BUH a sales Support Support for sales 4 Help Calgary Help Desk 5 SHE subject Matter Experts G French French Language Support T German German Language Support DB o Spanish spanish Language Support g Italian Italian Language Support E 10 Greek Greek Language Support EE 11 Norwegian Norwegian Language Support 12 Portuguese Portuguese Language Support 13 i4 4 b New Activity Codes l4 Ready KO p TOTO AM el ea P0605665 03 Chapter 15 Activity Codes 207 To import a list of Activity Codes 1 Click the Call Center heading and click the Activity Codes link The Activity Codes page appears 2 Click the Import button The Importing Activity Codes dialog box appears NORTEL il Importing Activity Codes Load Activity Code From Browse Append Replace Duplicate Codes 7 C Replace All Codes Submit Cancel 3 In the Load Activity Code From box enter the path of the file you want to import or click the Browse button and locate the file 4 Choose the Append option if you want to add the list of Activity Codes to your existing Activity Co
154. ice 1 has these default settings for Off premise Message Notification e Off premise Message Notification enabled e aRetry 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 log on press If you have received this call by mistake please press 2 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 84 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 metho
155. ify 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 The rule applies when both gt conditions are met Action When Intelligent Overflow Routing determines that a condition is met for the call the call goes to the destination you specify Possible actions are moving the call to a new skillset The caller hears the greetings for the new skillset overflowing the call to one or more skillsets The caller continues to hear the greetings from the original skillset sending the call to the skillset mailbox transferring the call to an extension external number mailbox skillset mailbox Automated Attendant CCR Tree or operator changing the priority of the call Note Note if an overflow step is configured for No Agents the overflow rule executes gt right away and even a forced greeting will not play If you want to play the greeting configure a timer with the No Agents rule P0605665 03 Chapter 9 Setting up Intelligent Routing 117 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 Intellig
156. ilbox 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 mailbox to receive messages and choose an Alternate mailbox greeting the Personalized greeting takes precedence over any other greetings If you program the skillset mailbox not to receive messages and choose an Alternate mailbox greeting the Alternate mailbox greeting takes precedence over any other greeting including Personalized mailbox greetings In the Personalized skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory For example Hi John You have reached the Sales Department at Bridgestone Computers At the sound of the tone please leave your order One of our agents will return your call if you need to speak to someone directly Thank you To record a Personalized skillset mailbox greeting 1 Press 9 8 J 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 Go to step 4 If you use the Norstar Voice Mail interface e Press AD IH or e Press GREET or e Go to step 4 Greeting options 4 Press REC or
157. ilent you must have Silent Monitor set up in Unified Manager To do this you must be familiar with using the Business Communication Manager Unified Manager If you do not have access to the Unified Manager ask your system administrator to set up Silent Monitor To set up Silent Monitor In Unified Manager click the Services Telephony Services and General Settings keys Click the Silent Monitor heading From the Monitoring Mode list box select Silent Press your keyboard s Tab key to save your changes a FF OO N Log off Unified Manager Note If the Silent Monitor setting in Unified Manager is set to non silent there is a conference tone at the start of calls that you monitor therefore monitoring isn t silent Note In the UK the default for Silent Monitor is non silent In North America the default is silent P0605665 03 Chapter 14 Monitoring Call Center call activity 181 Using Silent Monitor with Answer DN If you have an Answer DN programmed for your main telephone and you are using Silent Monitor from your main telephone the telephone that you have programmed as your Answer DN telephone rings briefly when you monitor an agent who is not on a call and the agent answers or places a call you start to monitor an agent who is on an active call you monitor an agent who puts a call on hold and answers another call or unholds the original call Monitoring tips More than one supervisor can log on to the same skillset
158. ime If you want to change the length for the rules in a Caller Input table refer to Changing the rule length for a Caller Input Table on page 162 If you want to change a specific rule in a table refer to Changing a Caller Input Rule on page 163 Nortel Networks Call Center Set Up and Operation Guide 162 Chapter11 Creating Caller Input Rules Changing the rule length for a Caller Input Table Start CallPilot Manager Click the Call Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears 4 Click the Change link for the table you want to change The Rule Table Properties page appears 5 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 If you select Fixed in the Fixed box enter the number of digits allowed The fixed length can be from 1 to 50 digits e If you select Variable in the Variable boxes type the minimum to the maximum range of caller input digits The minimum value must be or greater The maximum value must be anything greater than the minimum value up to 50 6 Click the Submit button P0605665 03 Chapter 11 Creating Caller Input Rules 163 Changing a Caller Input Rule Start CallPilot Manager Click the Call Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears 4 Click the Rules link for
159. in the shop Here 1s how Mosaic configures their Professional Call Center General Configuration on page 224 General Properties on page 225 Caller Input Rules on page 225 Expected Wait Time on page 226 Activity Codes on page 226 Lines on page 227 Skillset 1 on page 227 e Routing Tables on page 228 e Service Mode on page 229 e Overflow on page 229 Skillset 2 on page 230 e Routing Tables on page 230 e Service Mode on page 231 e Overflow on page 231 Skillset 3 on page 232 e Routing Tables on page 232 e Service Mode on page 233 e Overflow on page 233 Skillset 4 on page 234 e Routing Tables on page 234 e Service Mode on page 235 e Overflow on page 235 Nortel Networks Call Center Set Up and Operation Guide 224 Chapter 17 Examples of Call Center configurations General Configuration Additional keycodes Call Center Professional Upgrade Reporting for Call Center Agent 1 Bob Agent 2 John Agent 3 Jane Agent 4 Sales4 Agent 5 Installation booker 1 Agents Agents 6 14 Installers Agents 15 19 Sales Agent 20 Installation booker 2 Agent 21 22 Supp_book1 Agents 23 33 Installers Greetings Welcome to Mosaic Hardwood Flooring Sales department Please stay on the line for one of our representatives or enter your Customer ID Greeting 2 Welcome to Mosaic Hardwood Flooring Support d
160. is announced While you are in your message list you can play any message 3 Press to play the current message 4 Press 9 to call the caller Or press to record and send a reply P0605665 03 Chapter 6 Setting up skillset mailboxes 81 Replying to an external caller You can reply to an external caller 1f 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 84 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 A saved PLAY REC ADMIN End of message REPLY ERASE HEST Press O ejf Follow the voice prompts or the display button options to open the skillset mailbox Press PLAY or 2 After you listen to the message press REPLY or 9 CallPilot dials the external number directly To reply to an external caller CallPilot 1 Press O jejf 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 82 Chapter 6 Setting up skil
161. l Center Reporting properties Address 2 0 0 0 cee eee 172 Supervisor Help Request Timeout aaa 172 Selection Method Supervisor Help From 0 0 cece ee ene 172 EO JI ees ee re rr ee ee ee eee ee Sere ee eee ee eee 172 Setting up general Call Center properties 0 0 0 cc ee 173 System Configuration Report 2424 eiccedeunn dee KAKA tuned See GANG oes 175 Chapter 14 Monitoring Call Center call activity 00 cece ee 179 ace CON CCUG 6 pa nase enhee cada hens eehRd oS OER oes eRe Ses 179 Monitoring agent calls with Silent Monitor a 179 Setting up Silent Monitor on your system 2 0 00 cece eee 180 P0605665 03 Contents 7 Using Silent Monitor with Answer DN 0000 cece ees 181 POTION UDO onto cee ae okae AA AA AA 181 Logging on and monitoring agent calls ce ees 182 An agent requests help while you are in a monitoring session 183 About monitoring SESSIONS ak GG BAWA PK FARES PERA BAKA KKK BKA BABALA KK LA 184 MONONNO pod PARA AA AAP AA AA AA AA 185 To monitor skillsets ua RAHA KB KAN KA BABAI HA MAGNA GEBIP DIBA IG EE sexs 185 An example of monitoring skillsets 00 0 cece eee aa 186 Using a memory button to monitor calls waiting in skillsets 186 Taking some Not Ready IME aa KAG KAKA KE i046 44 ee ieee AKALA KALA GHA 187 Using Not Ready AA AA AA 187 Programming Not Ready to a memory button
162. l Center general properties 173 Setting up general Call Center properties For information about the general Call Center properties refer to General Call Center properties on page 171 To set up the general Call Center properties Start CallPilot Manager Click the Call Center heading Click the General Properties link The Call Center Properties page appears NORTEL pron Call Center Properties Primary Alert 00 00 mm ss C Secondary Alert 00 00 mm ss CC Reporting Server Password pa Confirm Password Enable CC Reporting Data Stream M Reserved Channels 1 bd Supervisor Help Request Timeout 12 Supervisor Help from all skillsets agent s skillsets only Enable Caller ID Name with number backup Number only None Submit Cancel 4 Toenable the Primary Alert select the Primary Alert check box and enter the Primary Alert time 5 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 6 If you use Call Center Reporting in the CC Reporting Server Password box type the password that Call Center Reporting users must enter to collect data Type the password again in the Confirm Password box 7 If you use Call Center Reporting select the Enable CC Reporting Data Stream check box to enable reporting data to be collected 8 From the Reserved Channels list box
163. lick the Create 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 If you select Fixed in the Fixed box enter the number of digits allowed The fixed length can be from 1 to 50 digits e If you select Variable in the Variable boxes type the minimum to the maximum range of caller input digits The minimum value must be 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 P0605665 03 8 10 Chapter 11 Creating Caller Input Rules 157 Click the Add button The Match Rule Setup page appears NORTEL EE Match Rule Setup Rule Table 1 Match String Action Move to Skillset 1 C Send to Skillset Mailbox Transfer to Extension Transfer to Mailbox Transfer to External Qutdial Method Line LinePool 7 Transfer to Auto Attendant None Greeting Table Select None for defaut AA prompt Transfer to Operator
164. llPilot shows the message options that are available to you during and after playing messages Playing skillset mailbox messages CallPilot Available during and after playing Description Skip Back Rewinds the message five seconds and resumes playing it at that point Skip Advances the message five seconds and continues playing from that Forward point Previous Stops playing the current message and plays the previous message Message Next 6 Plays the next message in the skillset mailbox If you use this while a Message message is playing it stops playing the current message and plays the next message in the skillset mailbox Call 6 Places a call to the sender of a message Sender Nortel Networks Call Center Set Up and Operation Guide 78 Chapter 6 Setting up skillset mailboxes Playing skillset mailbox messages CallPilot Available during and after playing Description Offers a Help menu Replies to a message Plays the information in the message envelope Envelope information includes the date and time the message was sent and if the message is internal the directory name of the sender Forward Forwards the message to one or more mailboxes You can record an Message introduction to the forwarded message Reply Replies to a message and all recipients of the message Refer to All Note 3 on page 77 Delete Deletes the current message Deleted messages remain in the skillset mailbox until the
165. llers press P 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 you can select it For how to set up a CCR Tree refer to the CallPilot Manager Set Up and Operation Guide e Select Advanced if you want callers to be able to enter multiple digits such as a passcode or a credit card number Advanced 1s 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 table 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 a Caller Input Rule on page 155 9 Click the Submit button The Greeting step appears in the Routing Table list 10 Click the Close button to return to the Skillset list P0605665 03 Chapter 10 Setting up Routing Tables 141 Adding a Distribu
166. lot 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 P0605665 03 Chapter 1 About Nortel Networks Call Center 15 A comparison of Basic and Professional Call Center Basic Call Center for Professional Call Center Basic Call Center for CallPilot 100 150 for Business Business Communications Communications Manager Manager Number of configured agents D 250 20 available agent IDs Dynamic agent priority levels Not available Not available Dynamic call priority levels Available Available Available 100 64 2 0 O 15 Maximum number of active calls p 15 per skillset 15 0 0 0 Number of agent priority levels Number of active calls in all skillsets Number of lines that can be 100 lines can be VoIP trunks Number of voice ports shared with CallPilot or dedicated Number of routing tables per skillset Number of greetings 1 Number of steps per routing D table Number of overflow rules per D skillset Number of skillset mailboxes Supervisor functionalit a SUpeT ey Muted monitor Silent monitor Silent monitor i
167. lp aa 2 The display shows the ID of the agent who is requesting help ue TES x Press YES to accept the agent request for help or press HO to escalate the request or press INFO to view the agent name time and date of the request caller ID and caller name of the agent s call Help aa 3 The display shows the agent name AE met While you monitor the agent you can press the INFO key to view the time and date of the request caller ID and caller name of the agent s call You can press the JOIN softkey or the MUTE button on your telephone to join in the call NOTE Depending on what system you use the Join and Mute softkeys may not appear 4 When the help session is complete press to end the session Nortel Networks Call Center Set Up and Operation Guide 192 Chapter 14 Monitoring Call Center call activity How to handle missed requests When a supervisor s Supervisor Help LCD indicator 1s flashing the supervisor can retrieve escalated or missed Supervisor Help requests If there are one or more requests Call Center shows all of the requests Escalated requests for calls that are still active are shown first from the oldest to most recent After that missed requests are shown from the oldest to the most recent A supervisor can accept the call by pressing the YES softkey After the supervisor accepts the request the request no longer appears to other supervisors who are retrieving help requests Their displ
168. lset mailboxes P0605665 03 83 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 1s a message in the skillset mailbox If there is no answer Call Center waits five minutes and calls your car phone again If there 1s 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 Serv
169. m message length is three minutes e their maximum message retention is 30 days e 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 e 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 62 e initialize the skillset mailbox e record the skillset mailbox greetings You can use the table Skillset mailboxes on page 258 to record the skillset mailboxes you set up Nortel Networks Call Center Set Up and Operation Guide 62 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 63 To determine a skillset s mailbox number and Message Waiting Indication telephone paa COH disks 3 Ext 12 xx 4 P0605665 03 Press e JQ 8 J 5 Press HEAT The skillset mailbox number for skillset 1 is displayed If Home appears the skillset 1s not configured Press HEST to continue The Message Waiting Indication MWI extension is displayed If there are messages in the skillset 1 mailbox MWI appears at
170. mbers 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 86 Chapter 7 Off premise Message Notification Setting up Off premise Message Notification Follow these instructions 1f 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 96 To set up Off premise Message Notification to referto a phone number an extension a pager To set up Off premise Message Notification to a phone number 1 Press 9 8 ff Follow the voice prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Goto step 3 If you use the Norstar Voice Mail interface e Press AD IH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Meo notifs 3 Press APMIH or to set
171. me 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 P0605665 03 Chapter 6 Setting up skillset mailboxes 77 2 You can retrieve a deleted message only if you have not quit the session in which you deleted it For information about retrieving deleted messages refer to Retrieving erased messages on page 78 Applies only if the Reply feature 1s 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 81 To play skillset mailbox messages CallPilot Use this procedure 1f you use the CallPilot interface 1 Press 9 8 FE 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 2 You can play any message that you want to listen to E HG E 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 Ca
172. messages Norstar Voice Mail on page 75 e To play skillset mailbox messages CallPilot on page 77 To play skillset mailbox messages Norstar Voice Mail Use this procedure 1f you use the Norstar Voice Mall interface 1 Press e BJ Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 new A saved 2 Press PLAY or 2 to listen to your messages P a PLAY REC ADMIN For other options refer to the table Playing skillset mailbox messages Norstar Voice Mail on page 75 3 Press 1 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 Rewinds the message nine seconds and resumes playing it Sends a copy of the message to one or more mailboxes If you record an introduction it must be longer than three seconds End of Goes to the end of the message Message Envelope Plays the information in the message envelope Envelope 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 are playing deletes the last message played Deleted messages remain in the skillset mailbox until the session ends Refer to Notes 1 and 2 on page 77 Nortel Net
173. mmend that you are cautious about approaching the maximum of any of these limits Business Communications Manager 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 skillsets is between is between Excessive Call Ringback If callers hear ringback for a long time possibly interrupted by distribute tones partial or full greetings before they get an agent e Check whether your Transfer Ringback Timer has a high threshold value Set your transfer callback to a higher value than the ring delay for CFNA e Ask agents to use the Not Ready Feature Code Le 0 8 J when they are not available to take calls As explained in Do Not Disturb on page 244 agents must not use Do Not Disturb Tell agents to set their CFNA to the voicemail extension or the skillset extension if they do not have a mailbox If agents use T7316 sets all Call Center Feature codes F904 908 and 909 must be programmed to one of the bottom five keys on each side of the display Nortel Networks Call Center Set Up and Operation Guide 248 Chapter 18 Troubleshooting Call Center Calls do not distribute to certain agents
174. mory button indicator programmed with Agent Login Le P 0 4 flashes quickly 9 0 4 flashes based on the status of the calls for the skillsets an agent is logged on to A slowly flashing indicator alerts you that a call has exceeded the Primary alert time A quickly flashing indicator alerts you that a call has exceeded the Secondary alert time The indicator stops flashing when the calls are handled You assign alert times in minutes and seconds There 1s 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 30 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 Reserved channels Reserved channels are voice channels that are reserved for use by Call Center If you reserve channels you ensure 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 Nortel Networks Call Center Set Up and Operation Guide 172 Chapter 13 Setting up Call Center general properties Call Center Reporting properties Address Th
175. n extension The 0 represents the extension Start hhmm 7 Enter the start time for Off premise Message Notification This is a LI J Bi NG a r si ce e RETR OK four digit field Any single digit hour and minute must be preceded by zero start time 8 Press AM or RETRY AM PH or FM or 2 sstart Lime 9 Press OK or to accept the start time RETRY Ok Stop hhmm 10 Enter the time when Off premise Message Notification is to stop a oy pd Sr BANI BG boda p RETR als 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 90 Chapter 7 Off premise Message Notification 540p time RETRY AM 540p time RETRY More dest YES HO Pi Start start Lime CHNG MEAT Shop MSstor Lime CHNG M3 Lyre new CHNG M3 not 11 ADMIH P0605665 03 SELECT MEAT 11 12 13 14 15 16 17 Press AM or or FM or 2 Press OE 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 HEXT or to accept the start time that you entered or press EHHG or to change the start time Press HEXT or to accept the stop time that you entered or press EHHG or to change the stop time Press OK or if you want to be notified when you the skillset mailbox receives a new message
176. n 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 79 e To reply to an internal caller CallPilot on page 80 Replying to an internal caller 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 caller s caller s mailbox mailbox CallPilot reply to the caller s Call Sender D to transfer to the internal callers extension extension leave a message in the Rer ls 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 9 8 ff Follow the voice prompts or the display button options to open the skillset mailbox l new B saved 2 Press PLAY orp PLAY REC ACMI End of message 3 After you listen to the message press REPLY or Q REPLY ERASE WHEAT Rerly to msg 4 Press CALL or 2 to call the caller MSG CALL QUIT or press MSG or to record and send a reply Nortel Networks Call Center Set Up and Operation Guide 80 Chapter 6 Setting up skillset mailboxes To reply to an internal caller CallPilot 1 Press 9 Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 A mailbox summary
177. ncluding call monitoring Maximum number of simultaneous monitoring sessions Caller Input Tables Not available Not available Nortel Networks Call Center Set Up and Operation Guide 16 Chapter1 About Nortel Networks Call Center Basic Call Center for Professional Call Center Basic Call Center for CallPilot 100 150 for Business Business Communications Communications Manager Manager Basic Intelligent Caller Input Routing the ability to route a call to an Operator Auto Attendant skillset mailbox Available Available Available CCR Tree or internal or external number Advanced Intelligent Caller Input Routing the ability NO asa Not available Available Not available route a call based on multi digit fixed or variable strings 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 Service Mode you specify the start and end times for the day and night skillset for each day of Available Available Available the week Limited Feature 983 tele
178. nd of active peg period Call Center applies the last Activity Code 3 minutes entered and autopegs Activity Code 2 for the remainder of the call Example 5 The first agent is Prompted and the second agent is Optional Agent 1 enters Activity Code 1 9 05 Agent 1 transfers the call to Agent 2 Agent 1 has until the end of the Active Peg period to enter another Activity Code Because agent 1 did not Call Center Autopegs the remaining 2 minutes of talk time End of call End of the active peg period Because agent 2 did not enter an Activity 5 minutes Code Call Center records the No Peg System Activity Code for 5 minutes Nortel Networks Call Center Set Up and Operation Guide 202 Chapter 15 Activity Codes How Activity Codes interact with system features Transfer to Agent If a call is transferred to another agent the second agent can continue to enter Activity Codes for the call Here are three examples all with Prompted Activity Codes Example 1 Both agents enter Activity Codes Agent 1 enters Activity Code 1 9 07 Agent 1 transfers call to agent 2 If the agent does not enter another Activity Code Call Center Autopegs 2 minutes for Activity Code 1 If agent 1 does not enter another activity code Call Center autopegs 2 minutes for Activity Code 1 Agent 2 enters Activity Code 2 9 15 End of call If agent 2 does not enter an Activity Code by the end of the Active Peg period Call Center Autopegs an additional 5 min
179. need time after calls to do paperwork or wrap up tasks For more information about Break Time properties for a skillset refer to Break Time on page 45 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 Feature Codes used by Call Center agents on page 32 Note While you use a feature if you press the Feature button your present feature session ends Do not press unless you want to end your current feature session Nortel Networks Call Center Set Up and Operation Guide 32 Chapter 3 Using Feature Codes Feature Codes used by Call Center agents If you have Custom Feature Codes record them in the table Feature Codes on page 252 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 Call Center Administrator and Supervisors on page 31 Open Mailbox access messages in a skillset mailbox CI Log on Log off log on when they are in the office Monitor skillsets view the status of the skillsets they are logged on to Agents can E program a memory button with the Log on Log off Feature Code The Jeo status of the calls waiting in the skillset is shown by the flash rate of the indicator For more information refer to Primary and Seconda
180. nformation in each display 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 fo 9 The skillset display for skillset 1 appears On a one line display On a two line display telephone To telephone press press or GOTO enter the number of the skillset you want to monitor a r Note If at any time during a monitoring session you press a programmed memory key your monitoring session ends Do not press a memory key unless you want to end your monitoring session Nortel Networks Call Center Set Up and Operation Guide 186 Chapter 14 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 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 Skill 1 Enabled SKILL li 7 agent
181. nitor Supervisor monitor 1s a feature supervisors can use to monitor or participate in calls between agents and callers Voice channel A voice channel is the voice path that Call Center uses to play greetings to callers P0605665 03 Index Numerics 24 Hour Service mode skillset 116 A Activity Codes 45 agent settings 208 Autopegs 196 Break Time 203 changing 205 creating 204 definition 193 deleting 205 examples 195 how agents use 209 importing 206 207 Optional 193 194 200 Prompted 193 194 200 reports 208 skillset 45 skillset settings 208 System Activity Codes 197 System Activity Codes examples 198 Adding agents to a skillset 54 agents to Call Center 35 multiple agents to Call Center 37 Additional Routing Steps 12 Agent adding multiple agents to Call Center 37 adding to Call Center 35 assigning to a skillset 54 Autobusy mode 211 changing information 39 deleting 40 dynamic priority 12 15 54 Feature Codes 32 listening to skillset mailbox messages 74 logging off 41 monitor 57 179 parameters 33 resetting password 39 Silent Monitor 179 unassigning 57 viewing in a skillset 57 Assigning Call Center language option 169 Intelligent Overflow to a skillset 122 Attendant extension 45 269 Auto Attendant and Call Center 14 Automatic Answer 12 Automatic timeout 32 B BI DNs 44 B2 DNs 44 Basic Call Center 15 Break Time 45 Button memory button indicators 171 programming a memory button
182. nswer an agent s help request the supervisor s telephone rings once with a distinctive tone and the Supervisor Help LCD indicator lights up and a message appears on the supervisor s display to accept or deny the call As soon as the supervisor accepts the request Call Center starts a Silent Monitor session between the supervisor and the agent Nortel Networks Call Center Set Up and Operation Guide 190 Chapter 14 Monitoring Call Center call activity If the supervisor denies or ignores a help request the request is escalated The 9 0 6 indicator flashes quickly on the sets of all supervisors who are notified of the escalated request Active escalated requests take precedence over missed requests so the Supervisor Help LCD indicator does not flash slowly if there are active requests that have not been accepted An escalated request goes to supervisors as follows No supervisors are available the request escalates to all potential supervisors If escalation is system wide a potential supervisor is any logged on supervisor If escalation is skillset based a potential supervisor is one who is logged onto the requesting agent s skillsets The request is denied by the the request escalates to all potential supervisors except for the selected selected supervisor supervisor unless the selected supervisor is the only potential supervisor The request is ignored the request escalates to all potential supervisors Agents can
183. nt 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 212 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 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 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 locations based on caller multi digit DTMF input Callers enter a sequence of DTMF digits such as a charge card number or passco
184. nt name For more information about agent names refer to Name on page 33 7 Select the Supervisor check box if you want to give the agent supervisor functionality The default is not selected 8 Select the Automatic Answer check box if you want calls to be force delivered to the agent The default is not selected Nortel Networks Call Center Set Up and Operation Guide 36 Chapter4 Setting up Call Center agents 9 From the Missed Call Option list box select Make Not Ready Return to Skillset or Automatic Logout 10 From the Accepted Call Types list box select Voice Multimedia or Both Tf you do not have Multimedia Call Center enabled Accepted Call Types does not appear 11 If you use Basic Call Center from the Priority list box select a priority for the agent 12 If you use Activity Codes from the Activity Code Entry Type list box select Optional or Prompted The default is Optional 13 Click the Submit button P0605665 03 Chapter 4 Setting up Call Center agents 37 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 256 to record the agents you add To add more than one agent 1 2 3 10 Start CallPilot Manager Click the Call Center heading Click the Add Many Agents link The Add Many Agents page appears NORTEL NETWORKS
185. nt 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 DNIS box type the DNIS number Nortel Networks Call Center Set Up and Operation Guide 52 Chapter5 Setting up skillsets If you have Multimedia Call Center enabled and you want to assign routing to Multimedia Call Center calls select the Multimedia Calls check box If you select the Multimedia Calls 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 t
186. nter agents 44 ees 33 Pl ie pa AA eens eee ew 33 AG Nt DIC Ie 6 68s sk KA oe eee ANG WAG Se LANG Gmb pa dee eases GANDA 33 Adding an agent or a supervisor cc eens 35 Adding more than one agent ee ee eens 37 Changing agent information eee eee eas 39 Resetting an agent s password 0 00 39 ESSN AN BOON 2 hadi on eek Ghndbs 204 h6b44 0088644 bse eet kA BAG bese dawns 40 PO OO GA BAGA KAG ABA eee eek eee A PG PAA ee 41 Nortel Networks Call Center Set Up and Operation Guide 4 Contents Chapter 5 Setting up skillsets 654 655d bee KG he KABABA KAG Rae ee Cee ERA es eee nes 43 About skillsets 4k AK BKA AA KAB DERE KA RSS EDO KE RE REDE ORE EO 43 How incoming calls are sent to a skillset 0 0 0 0 eee 43 eC NC 6664 4 PAANAN KA NA APANG AWRA KANG KANAL ANA KA 44 Setting up or changing a skillset eee 46 a Bb CA AAP AP AA 48 Setting up CLID DNIS Routing a 49 Examples of using CLID DNIS Routing 2 0 00 49 CLID DNIS Routing Table properties aaa 50 Changing a CLID DNIS Route 0 0c eee 52 Assigning an agent to a skillset 0 nnana anaana eens 54 bP HUG UPIN a ca ed KG AG ob ee Se owe ees BAUANG es beens 54 Changing an agent s priority in a skillset 0 0 0 0 00 ccc eee 56 Unassiging an agent from a skillset 2 0 0 0 aaa 57 Viewing agents in a skillset 00 aaa 57 lel OR 464s besa Sea
187. number and then press OK or J Padi 3 Enter the skillset mailbox password and press OK or RETRY OK P0605665 03 Chapter 6 Setting up skillset mailboxes 65 Opening a skillset mailbox remotely To open a skillset mailbox from an outside telephone e Ifa skillset mailbox is a Mailbox node in a CCR Tree press the one digit number and you automatically transfer to the skillset mailbox OT e Call an Operator receptionist or subscriber and ask them to transfer you to the skillset mailbox number using 9 8 6 e After you reach the skillset mailbox press during the greeting to open the skillset mailbox If you are in Europe or Australia press e Atthe voice prompt enter the skillset mailbox number and password and press Follow the voice prompts To open a skillset mailbox directly from an outside telephone Follow either procedure to open a skillset mailbox remotely Call a telephone line that is answered by the Automated Attendant 2 Press during the Automated Attendant Menu prompt If you are in Europe or Australia press Enter the skillset mailbox number and password and then press Follow the voice prompts or 1 Call your own extension number 2 Press during your personal greeting If you are in Europe or Australia press 3 Enter the skillset mailbox number and password and then press Follow the voice prompts Nortel Networks Call Center Set Up and Operation Guide 66 Chapter
188. ny 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 0 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 o A 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 number from 0 to 12 9 Click the Submit button P0605665 03 169 Chapter 13 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 1f 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 Call 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 Start CallPilot Manager Click the Configuration heading Click the System Properties link The System Properties
189. o 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 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 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
190. om extensions the Automated Attendant or Custom Call Routing The CDN is the skillset mailbox number If you have a new Business Communications Manager system you must use B1 DNs extensions A B1 extension number is the extension number that you dial to call a telephone or peripheral You can use B2 DNs extensions on Business Communications Manager systems only if you have upgraded your system A B2 extension is a spare extension 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 applications After you install the applications you must set up the Call Center CDNs again For more information about using B1 and B2s see Using B1 and B2 DNs on page 214 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 SKILL n where n is the skillset number The name for each skillset is the same as the skillset mailbox name MWI DN The Message Waiting Indication extension is an optional phone number Message Waiting Indication that indicates that a skillset 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
191. on 31 32 Monitor Agents 31 Monitor skillsets 32 Not Ready 32 Open Mailbox 31 32 Operator Settings 31 programming memory buttons 30 Skillset Status 31 Supervisor Help 31 32 Voicemail DN 31 Forced Play greetings 137 212 Formula for waiting calls 213 Forwarding a message 78 G General Call Center parameters 173 Greeting caption 111 112 113 139 exporting 113 importing 112 recording 113 Greetings call center examples 107 Forced Play 137 Greeting parameters in Routing Table 137 Greeting step in Routing Table 136 recording 109 Routing Table parameters 212 tips 211 types 107 Greetings skillset mailbox example 68 72 H Highest priority call 212 Hours operation for a skillset 145 Routing Tables 127 Hunt groups 244 Indicators Message Waiting 31 44 47 62 175 Primary 252 Primary alert time 171 Secondary 252 Index 271 Secondary alert time 171 Initializing a skillset mailbox 63 Intelligent Caller Input Routing Advanced 12 115 Basic 12 115 Intelligent CLID DNIS Routing 12 115 Intelligent Overflow 16 115 Intelligent Routing 12 using with CCR 12 115 Internal messages replying to 79 L Language preference 45 Language changing availability 169 Least Busy method of call distribution 267 Lines assigned to be answered by skillset 43 configuring 165 Logging off agent 41 supervisor 188 M Mailbox opening skillset mailbox 64 outdial route 84 skillset mailbox 61 Mailbo
192. on Login screen appears In the Password box type the System Administrator password Click the Submit button The CallPilot Manager Main Menu appears P0605665 03 Chapter2 About setting up Call Center 23 About the CallPilot Manager interface Returns tothe Quits CallPilot Opens Main page Manager online Help ORTEI NOREL ee Main Menu Mailbox Administration Add Mailbox Chanse Delete Mailbox Auto Attendant Group List Administration System Properties Custom Call Routing Operator Settings Headings expand Logout and display thei Networking links when you click them Call Center Configuration i svetom Preperties Click a link to Dialing Translation Properties display its page Dialing Translation Table i h iaht f Switch Properties In the ng t trame Fax Properties 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 24 Chapter2 About setting up Call Center Call Center password access If
193. on and press the 9 0 6 memory button to monitor agent calls For how to program a memory button refer to Programming a memory button with a Feature Code on page 30 For information about monitoring capacities refer to A comparison of Basic and Professional Call Center on page 15 Monitoring agent calls with Silent Monitor Silent Monitor is not available When you monitor calls as a Silent Monitor you are not detected by the agent or callers You monitor all of the calls on an agent s telephone rather than on a call by call basis When the current call is completed the monitoring session of the agent continues You do not have to reestablish the monitoring session You must be logged on before you can monitor calls Note While you monitor an agent s calls you monitor all of their calls including their personal calls Tell agents that if they make a call that they do not want monitored they must first log off as an agent then log on again when they complete the call You must program a memory button with 9 0 5 and then press the 19 0 memory button to monitor calls If the memory button you choose has an indicator the indicator shows your log on status You do not have Call Center calls sent to you while you use ej OJ Nortel Networks Call Center Set Up and Operation Guide 180 Chapter 14 Monitoring Call Center call activity Setting up Silent Monitor on your system For monitoring to be s
194. on their phone 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 Programming Operations Guide or the Norstar System Coordinator Guide 1f you use another system Hunt groups Do not program an agent telephone to be a member of a Hunt Group Automatic Answer How Automatic Answer works depends on what type of telephones your call center uses e 12002 and 12004 IP telephones If you connect the headset before you initialize the phone calls are heard over the speaker If you initialize the IP telephone before you plug in the headset calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button Calls always ring at the IP telephone Every time you reconnect the headset you must initialize the headset e Meridian and Norstar telephones If you use a headset calls ring at the telephone and the headset but calls go to the headset e Business Series Terminals If you connect the headset before you connect the telephone cable to the phone jack calls goes to the handsfree speaker If you plug in the telephone before you connect the headset calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button Calls always ring at the set Every time you reconnect the headset you must initialize the headset
195. onfigurations There are many ways to set up Call Center in your company Here are three examples of how one business configured Call Center to meet its changing needs e Basic Call Center on page 217 e Professional Call Center with Reporting on page 223 e Multimedia Call Center on page 236 Basic Call Center Mosaic Hardwood Flooring is a business that receives many calls each day Most of the calls are for sales or installation and service Calls are answered by whomever is available and often callers must wait on hold while the employee answers another call Calls are transferred to other telephones where if they are not answered they can return to the original answer point The employee then puts the current call on hold and asks the first caller who they are waiting for Because Mosaic does not have a strategy for how calls are answered they have had many complaints from customers and employees and lost business Mosaic decides to implement a Call Center solution to distribute calls to the appropriate staff members Mosaic wants a Call Center that directs calls according to whether they are for sales or for installation and service Mosaic has 14 employees including four full time staff members in the showroom one employee who books installations and takes service requests and a team of nine installers Although all of the employees are able to answer sales and service calls Mosaic prefers that only the showroom st
196. or press EHHG or if you want to be notified only when the skillset mailbox receives an urgent message Press to end the session Chapter 7 Off premise Message Notification 91 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 R depending on your system before the to access an outside line There 1s a combined limit of 30 characters for the pager phone number and the pager message For example to reach your pager enter where specifies the next digits are special characters e recognizes dial tone specifies that the next digits are the numbers to be dialed e is the pager phone number dialed 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 9 8 F Follow the voice prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press AD IH or e Press 6 to open the Off premise Message Notification m
197. ority 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 P0605665 03 Dynamic call priority Delegated access to Call Center Multimedia Call Center CallPilot Manager Call monitoring Call Center Reporting Chapter 1 About Nortel Networks Call Center 13 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 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 117 You or the System Administrator can create a password to give a supervisor access to Call Center administration If you have Multimedia Call Center enabled agents can have multimedia sessions with callers Callers click an HTML link to connect to the call center s CallPilot Manager is a web based interface you can use to administer CallPilot and Call Center 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
198. ory 63 Conference calls 181 184 Configuring lines 165 Control DN 44 61 62 246 Bl 44 B2 44 skillset 44 Conventions guide 27 Copying a message 75 D Day mode skillset 116 Day of Week Service 16 Day Routing Table example 149 Default mode skillset 116 P0605665 03 Delay Answer 45 Delay Answer feature 211 265 Deleted messages retrieving 77 Deleting agent 40 messages 75 78 Destination number character limit 92 94 103 for pagers 91 when CallPilot is behind PBX or Centrex 91 Destination pager number character limit 91 Destination Off premise Message Notification numbers 83 Determining Control DN 62 Feature Codes 29 mailbox interface 28 Message Waiting Indication extension 62 skillset mailbox number 62 DID routing 48 Directory Company 63 Disabling a skillset 59 Display telephone entering characters 26 two line 25 Display Waiting Calls Feature Code 179 DNs BI and B2 44 Dynamic agent priority 12 15 54 E Fnable CallerID 172 Enabling a skillset 58 246 Erasing messages 75 78 Expected Wait Time about 129 caption 133 139 greeting number 132 greeting step 139 greetings examples 130 setting up 129 table deleting 134 table setting up 131 wait time interval 132 F Feature 983 telephone administration 16 Feature Codes 29 about 29 Activity Codes 32 agent 32 Custom Feature Codes 32 descriptions 31 32 determining 29 Display Waiting Calls 31 32 171 179 186 Log off 31 32 Log
199. ove 235 Nortel Networks Call Center Set Up and Operation Guide 236 Chapter 17 Examples of Call Center configurations Multimedia Call Center Mosaic Hardwood Flooring wants to enhance their webpage to be voice enabled They send an e mail to select customers with the latest information about new products and specials The message has with an HTML link that links customers to Mosaic Hardwood Flooring staff Mosaic also puts voice enabled HTL links on the web pages of their sponsors To meet the new load on the Call Center Mosaic hires three new staff members as Multimedia Call Center agents These agents take only Multimedia Call Center calls Here 1s how Mosaic configures their Basic Call Center General properties on page 236 Activity Codes on page 237 Lines on page 238 Skillset 5 on page 238 e Routing Tables on page 239 e Service Mode on page 240 e Overflow on page 240 General properties The General Properties Caller Input Rules and EWT Tables are unchanged Additional keycodes Multimedia Call Center Agents Agent 1 Bob Agent 2 John Agent 3 Jane Agent 4 Sales4 Agent 5 Installation booker 1 Agent 6 Installer Agent 7 14 Installers Agent 15 Sales5 Agent 16 19 Sales Agent 20 Installation booker 2 Agent 21 Supp_book1 Agent 22 Supp book2 Agent 23 33 Installers Agent 34 36 MMCC Agents P0605665 03 Chapter 17 Examples of Call Center configurations 237 Gree
200. p another destination number Press HEXT or to accept the start time that you entered or press EHHG or to change the start time Press HEXT or to accept the stop time that you entered or press CHHG or to change the stop time Nortel Networks Call Center Set Up and Operation Guide 88 Chapter 7 Off premise Message Notification Fr aai Lupe neu 16 Press QE or f if you want to be notified when the skillset mailbox CHING Uk receives a new message or press CHHG or if you want to be notified only when the skillset mailbox receives an urgent message M39 notify 17 Press to end the session ADMIN SELECT P0605665 03 Chapter 7 Off premise Message Notification 89 To set up Off premise Message Notification to an extension 1 Press 9 8 ff Follow the voice prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press AD IH or e Press 6 to open the Off premise Message Notification menu e Goto step 3 Msa notifs 3 Press ADMIN or 1 to set up Off premise Message Notification ACHIH SELECT Destination 4 Press EXT or R to choose an extension as the destination PHOME Ext PAGER Ext 5 Enter the destination number and press OK or RETRY 4 6 Press OK or to accept the destinatio
201. page appears System Properties Pen fs fad lt Voice Mail Version Max Outcalling Channels Enable Voice Mail Enable Group List Group List Leading Digit Enable External Initialization Make Directory Available Enable General Delivery Mailbox Enable Redirect DN Enable Bilingual E W W E k a Primary Language English North American Alternate Language English North American Canadian Pronunciation ctor North American English only Directory Search By Last Name Enable CallPilot User Interface Jw Name Prefix Special Prefix i E Primary Ul Style NVM Submit Cancel Nortel Networks Call Center Set Up and Operation Guide 170 Chapter 13 Setting up Call Center general properties 4 If you 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 e voice prompt 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 Selec
202. password regularly about every 30 days Press 9 0 4 Enter your Agent ID number and press QE Go Enter your password and press OK The default password you enter to log on for the first time or if your password is reset is 0000 If you use the default password you must change your password Press ADMIH Enter a new password from four to eight digits long and press OE Enter your new password again and press OK Press N Q A P0605665 03 Chapter 14 Monitoring Call Center call activity 189 Supervisor Help With Supervisor Help an agent on a call can request help from a supervisor by pressing a programmed feature button The agent can send an urgent request for help without interrupting the call and without the caller being aware of the agent s help request Note Supervisor Help is available for Business Communications Manager It is not available for CallPilot 100 150 Supervisor Help is for situations where an agent is on a call and urgently requires the help of a supervisor without alerting the caller that a supervisor is being called in It is not intended for routine consultations or when the agent is not on a Call Center call A supervisor who receives a help request can accept deny or ignore it A request that is denied or ignored is escalated and a larger group of supervisors is notified of the request A supervisor can choose to escalate a request so that it is broadcast to other supervisors who
203. phone Available Not available Not available administration CallPilot Manager Available Available Available Call Center Reporting Available with Call Center Professional Must be enabled with the Software Authorization Code with the Call Center Professional Upgrade Expected Wait Times Not available 20 tables 5 tables Activity Codes Not available 2 000 entries 2 000 entries Enabled with optional Enabled with optional Software Authorization Code Software Authorization Code P0605665 03 Chapter 1 About Nortel Networks Call Center 17 Related documents For more information about Call Center refer to the Nortel Networks Call Center Agent Guide Nortel Networks Call Center Supervisor Guide CallPilot 100 150 Call Center Telephone Administration Guide Nortel Networks Call Center Reporting Set Up and Operation Guide Multimedia Call Center Set Up and Operation Guide Multimedia Call Center Web Developer Guide For information about setting up CallPilot refer to the CallPilot Manager Set Up and Operation Guide CallPilot 100 150 Telephone Administration Guide CallPilot 100 150 Installation and Maintenance Guide For information about configuring telephony resources refer to the Business Communications Manager Programming Operations Guide Norstar System Coordinator Guide Nortel Networks Call Center Set Up and Operation Guide 18 Chapter1 About Nortel Networks Call Center How to get help USA and Canada Au
204. prompt RETRY BESP Ok F When you begin to enter the last name the Name command line J gm a ol a Hi prompt disappears For example 1f you enter the name Partridge you press 7 for P and the display drops the Hame prompt PARTRIDGE Although the name is only nine characters long the command line LI no a R RETRY EBkSF Ok prompt is not shown on the display after you enter the entire name The prompt disappears for these command line prompts Name Log Dest ph P0605665 03 Chapter2 About setting up Call Center 27 Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Word is in a special De in the top Pzwd ne eO a line prompts on display telephones line of the display Underlined word in capital letters 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 ka a right hand Handsfree button w Aa a You can enter or and the cod
205. r 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 02 30 and No Agents Overflow 2 The call overflows to skillset 2 after the call is in ay skillset 1 for 2 minutes and 30 seconds and if there D 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 Nortel Networks Call Center Set Up and Operation Guide 120 Chapter 9 Setting up Intelligent Routing Example 6 In this example calls to the call center go to skillset 1 which 1s 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
206. r and have Multimedia Call Center enabled Incoming Multimedia Call Center calls are assigned the Priority you select If you select the Multimedia Calls check box you must leave the Line box and the DNIS box blank The action is the treatment that is applied to the call You can move the call to another skillset You can change the priority of the call from 1 20 You can move the call to another skillset and change the priority of the Call Note The CLID routing table can support 1000 rules gt Each rule can be a number or a range such as 416 P0605665 03 Chapter 5 Setting up skillsets 51 Adding 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 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 Skilset2 Insert Change Delete Voice Button 4033 Skillset 1 Insert Change Delete Eng Insert 4 Click the Insert link The CLID DNIS Setup page appears CLID DNIS Setup Line CLIDANI DNIS Voice Button OD Action Move to Skillset f Change Call Priority Only New Call Priority No Change 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 wa
207. r expected wait time in a skillset Refer to Recording a Call Center greeting on page 109 Examples of EWT greetings Greeting 100 Based on the current volume of calls the next agent will be available in a minimum of two minutes Greeting 101 The expected wait time for your call is approximately three minutes Greeting 102 We re experiencing higher than normal call volumes You will be waiting approximately five minutes Greeting 103 The expected wait time for your call is approximately ten minutes Greeting 150 Thank you for continuing to hold We are experiencing high call volumes Please stay on the line and your call will be answered by the next available agent In this example greetings 100 103 are wait time intervals Greeting 150 is the last greeting in the table that covers any wait time situation All of the options available for a normal Greeting Step are available for the EWT greeting such as Forced Play and Basic and Advanced Intelligent Caller Input Routing Callers can interrupt an EWT greeting the same way they interrupt a normal greeting P0605665 03 Chapter 10 Setting up Routing Tables 131 Setting up an EWT Table 1 Click the Call Center heading 2 Click the Expected Wait Time Tables link The EWT Greeting Tables page appears If you use Professional Call Center you have 20 EWT Greeting Tables If you use Basic Call Center you have 5 EWT Greeting Tables NORTEL See EWT Greeting Tables
208. ramming Record 255 Move to skillset Overflow to skillset s Send to skillset mailbox Move to skillset Overflow to skillset s Send to skillset mailbox Move to skillset Overflow to skillset s Send to skillset mailbox Move to skillset o Overflow to skillset s Send to skillset mailbox Move to skillset 3 Overflow to skillset s Send to skillset mailbox Move to skillset 3 Overflow to skillset s Send to skillset mailbox Move to skillset 3 Overflow to skillset s Send to skillset mailbox Move to skillset o Overflow to skillset s Send to skillset mailbox Move to skillset _ Overflow to skillset s Send to skillset mailbox Move to skillset Overflow to skillset s Send to skillset mailbox Nortel Networks Call Center Set Up and Operation Guide 256 Chapter 19 Call Center Programming Record Call Center agents Agent ID and type Agent name Supervis Names and s of skillsets Priority Missed Call or status agent is assigned to Option P0605665 03 Chapter 19 Call Center Programming Record 257 Skillset assignments Skillset name and Agent ID and name Priority Nortel Networks Call Center Set Up and Operation Guide 258 Chapter 19 Call Center Programming Record Skillset mailboxes Skillset Mailbox name Mailbox number MWI extension Mailbox password Control DN P0605665 03 Chapter 19 Call Center Programming Record B259 Routing Tables Skillset Day or
209. recorded greeting 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 Nortel Networks Call Center Set Up and Operation Guide 114 Chapter 8 Recording Call Center Greetings P0605665 03 115 Chapter 9 Setting up Intelligent Routing 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 the ability to route calls according to Multimedia Call Center CLID ANI Routing 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 49 Intelligent Caller Input the ability to route calls to the Automated Attendant a CCR Tree an Routing Basic operator or a skillset mailbox this routing is appli
210. reeting 53 The expected wait time for your call is 12 minutes Please stay on the line Or press 9 to leave a message Greeting 54 The expected wait time for your call is 15 minutes Please stay on the line Or press 9 to leave a message Greeting 55 All of our representatives are currently assisting other clients Please remain on the line or press 9 to leave a message General Properties Primary alert 03 00 Secondary alert 10 00 CC Reporting Server 1234 Password Enable CC Reporting Data Enabled Stream Supervisor Help request 12 timeout Supervisor Help from All skillsets Enable Caller ID Name with number backup Caller Input Rules Match Table Rule Table 1 Match String Action Commands Table 1 Variable length 1234 Move to 4 Change Delete 9 Skillset Mailbox Change Delete Add Match string 1234 move to skillset 4 Match string 9 send to skillset mailbox Match Table Rule Table 2 Table 2 Fixed length Match String Action Commands aE Match string 1 change priority to 1 2 Priority 4 Change Delete PE Match string 2 change priority to 4 Nortel Networks Call Center Set Up and Operation Guide 226 Chapter 17 Examples of Call Center configurations Expected Wait Time NORTEL NETWORKS EWT Greeting Table Expected Wait Time Table ID 1 No Wait Time Interval Greeting ID Commands Up To 00 06 00 Up To 00 12 00 Activity Codes Activity Codes Mailbox Administration Code Id Nam
211. reeting is a general greeting that can cover any wait time situation This is the greeting that plays when there are no wait time intervals defined or if the EWT exceeds all the configured wait time intervals If you use Professional Call Center you can create a maximum of 20 EWT Tables If you use Basic Call Center you can create a maximum of 5 EWT Tables Note If you use a CallPilot system Expected Wait Time is not available How EWT is computed is based on e Average call duration the time when a caller is on the phone with an agent This is an average for a predefined number of calls based on the settings for the skillset e Number of higher priority calls ahead of the caller in all the skillsets that the same agents are assigned to e Number of agents in a skillset e Availability of agents for a skillset s calls How to set up EWT To set up EWT you 1 Record EWT Greetings Refer to Recording EWT greetings on page 130 2 Setup the EWT Table Refer to Setting up an EWT Table on page 131 3 Create a Greeting step that uses an EWT Table Refer to Adding a Greeting step on page 138 4 Set the EWT parameters Refer to Setting up or changing a skillset on page 46 Nortel Networks Call Center Set Up and Operation Guide 130 Chapter 10 Setting up Routing Tables Recording EWT greetings The first step in setting up an EWT Table is recording EWT greetings EWT greetings notify callers of thei
212. reetings Transfer greeting Non business hours greeting Expected Wait Time greeting P0605665 03 A transfer greeting lets a caller transfer their call Please press 1 to leave a message and one of our agents will return your call Press 2 to return to the previous choices 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 EWT greetings notify callers of their expected wait time in a skillset Based on the current volume of calls the next agent will be available in two minutes Chapter 8 Recording Call Center Greetings 109 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 Click the Call Center heading 2 Click the Greetings link The Call Center Greetings page appears NORTEL ans Call Center Greetings Mailbox Administration Greeting Status Auto Attendant Custom Call Routing Networking Call C
213. reetings must be recorded before you can select them for an EWT interval In the Greeting ID box enter the greeting number you want to use for this EWT Click the Submit button The EWT Greeting Table page appears 8 At the bottom of the table click the Change link for After all times above The After all times above page appears 9 In the Greeting ID box enter the number of the greeting you want to use if the EWT exceeds the configured wait time intervals Note The after all the times above value is mandatory You must enter a value for the greeting that plays 1f the EWT exceeds the configured wait time intervals 10 Click the Submit button The EWT Greeting Tables page appears 11 Click the Close button The EWT Greeting Tables page appears P0605665 03 Chapter 10 Setting up Routing Tables 133 12 If you use Business Communications Manager you can enter a caption for the table Click the Add Caption link The EWT Table Caption page appears EWT Table Caption EWTTableID2 is Submit Cancel 13 In the EWT Table box type a descriptive name for the table for example Peak Hours The caption can be a maximum of 30 characters Note If you want to change the Greeting Caption click the Change Caption link and make your changes 14 Click the Submit button You can now use this EWT Table in a Greeting step of a Day or Night routing table For how to do this refer to Adding a Greeting step on page 138 Nortel
214. resented 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 1s 30 characters for the pager phone number and the pager message The display shows that the second destination is a pager Press NEXT or to continue Press NEXT or to continue or press SETUP to add another destination Start start Lime CHNG MEAT Shor stor Lime CHNG M3 Lyre new CHNG OK M3 not 114 ADMIH SELECT MEAT 21 22 23 24 Chapter 7 Off premise Message Notification 95 Press HEXT or to accept the start time that you entered or press CHNG or to change the start time Press HEAT or to accept the stop time that you entered or press CHHG or to change the stop time 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 Press to end the session Nortel Networks Call Center Set Up and Operation Guide 96 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 85 for more information about parameters
215. ribes 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 9 while the greeting is playing to listen to the voice prompts in the Alternate Language Remember to inform callers in the Primary skillset mailbox greeting that they can press 9 to hear the Alternate Language The skillset mailbox must use the Norstar Voicemail interface for callers to be able to press 9 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 0 to speak to the receptionist or Operator If the Operator Status is set to No a caller who presses O 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
216. routing tables each table shows whether it detects faxes Day Routing Table wiles This routing table detects fax calls This routing table guarantees fax delivery to the skillset mailbox infi ion i Its first step is a Greeting step Step Information Commands Greeting 1 Forced No Transfer Insert Modify Delete that 1S 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 Goto Step 2 Insert Modify Delete Insert Close that does not have a transfer Day Routing Table Skillset 1 Thi I bilad f This routing table DOES NOT puarantee fax delivery to the a routing table does not guarantee d5 skillset mailbox more information detection Step Information Commands 4 Disconnect End Close P0605665 03 Chapter 10 Setting up Routing Tables 129 Expected Wait Time Expected Wait Time EWT 1s a greeting step that plays an expected wait time greeting to the caller With EWT you can play a greeting based on the expected wait time of the call in a skillset If you use Multimedia Call Center the expected wait time is displayed in the caller s browser Each EWT greeting table can contain up to 11 greetings Up to 10 of these are wait time intervals that you define with greetings for the expected wait time The last g
217. ry alert times on page 171 Supervisor Help requests help from a supervisor not available on CallPilot 100 150 Le 0 6 Activity Codes start a session where they can enter Activity Codes 19 0 For more information about Activity Codes see Activity Codes on page 193 Not Ready activate or cancel the Not Ready feature on their telephone If the 6 work resulting from a call requires extra time to complete an agent enya 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 make themselves busy 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 Agents who answer calls only during peak call periods can use 9 0 6 Display Waiting Calls to see which skillsets have the most call activity Note While you are using a feature if you press the Feature button your present feature session ends Do not press unless you want to end your current feature session
218. s Agents Not Logged In Action Send to Skillset Mailbox Overflow to Skillset Specify Transfer to Extension Transfer to Mailbox Transfer to External Qutdial Method Line Line Pool 7 Transfer to Auto Attendant None Greeting Table Select None for defaut AA prompt Transfer to Operator Transfer to CCR 1 Change Call Priority Only New Call Priority No Change Submit Cancel 6 From the Service Mode list box select Day Night or 24 Hour P0605665 03 Chapter 9 Setting up Intelligent Routing 123 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 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 OT 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 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 mail
219. s Optional is the default For more information about Activity Codes see Activity Codes on page 193 In addition to these agent properties 1f 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 54 P0605665 03 Chapter 4 Setting up Call Center agents 35 Adding an agent or a supervisor You can use the table Call Center agents on page 256 to record the agents you add To add an agent Start CallPilot Manager Click the Call Center heading Click the Agent List link The Call Center Agent List appears Agent List ID Name Super AutoAns Commands 1 2 3 4 5 Agenti Agent2 Agent3 Agent4 Agent5 No No No No No Reset Password Reset Password Reset Password Reset Password Reset Password Add Yes Chanqe No Of Change No Change Change Change 4 Click the Add button The Add Agent page appears NORTEL NETWORKS Add Agent Agent ID fi Name Ag entl Supervisor E Automatic Answer O Missed Call Option Make Not Ready Return To Skillset Accepted Call Types Voice se Code Entry Optional ype Submit Cancel If you want to change the 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 age
220. s SKILL 1 walt 4 68 SKILL MET Pa Es 1 4 calls SKILL HEAT HEAT 1 Press e JQ 0 QJ Press NEXT to monitor skillset 1 In this example skillset 1 1s enabled and appears on the display first If skillset 1 is not enabled press NEXT to go to skillset 2 To monitor the next skillset press SK ILL at any time The display shows the number of agents logged on to skillset 1 Press HET The display shows the calls that are currently waiting to be answered by agents 1n skillset 1 Press HEAT 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 p 0 9 to view the status of all skillsets including the skillsets that you are logged on to If the memory button you choose has an indicator the indicator shows information for the calls for the skillset that you are logged on to For how to program an memory button refer to Programming a memory button with a Feature Code on page 30 time If the indicator is off all of the calls are within the acceptable wait time If the indicator is flashing slowly at least one call has exceeded the first alert time If the indicator is flashing quickly at least one call in the skillset has exceeded the second alert For information on setting what the wait
221. se your dialpad or follow the voice prompts to add characters After you add special characters press OK or Chapter 7 Off premise Message Notification 103 SHOW eS 8 Press HET 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 1s dialed to notify you of who is paging you or press CHHG or 1 to change the pager message The combined limit 1s 30 characters for the pager phone number and the pager message CHNG Hot its pager 9 The display shows notification is set up to a pager CHANG Her Press HEST or to continue More dest 10 Press YES if you want to set up another destination number YES HO Or press HO if you do not want to set up another destination number Edi 11 Press Ok or if you want to be notified when the skillset mailbox CHING Uk receives a new message or press CHHG or if you want to be notified only when the skillset mailbox receives an urgent message M39 notify 12 Press to end the session ADMIN 8 SELECT Nortel Networks Call Center Set Up and Operation Guide 104 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 M3 not 11 ACMIM SELECT Motif yl g
222. select the number of voice channels you want to reserve for Call Center Nortel Networks Call Center Set Up and Operation Guide 174 Chapter 13 Setting up Call Center general properties 9 From the Supervisor Help Request Timeout list select a value between 1 and 60 seconds The default is 12 seconds 10 From the Supervisor Help from options select all skillsets or agent s skillsets only 11 From the Enable Caller ID options select how you want caller information to be displayed on agent telephones e Name with number backup displays the caller s name for 3 seconds and then the skillset name If the caller s name is not available the caller s number is shown e Number only displays the caller s number for 3 seconds and then the skillset name e None displays the skillset name 12 Click the Submit button P0605665 03 Chapter 13 Setting up Call Center general properties 175 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 Multimedia Call Center e whether Multimedia Call Center is enabled Properties e Server Address e Server Port Call Center agents Lists for each agent Agent ID Agent Name Skillsets assigned Priority Supervisor status Automatic answer Call type Missed call Activity Code Entry Type Call Cen
223. session ends Refer to Notes1 and 2 on page 76 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 1s limited we recommend that you erase messages that are no longer needed You can retrieve an erased message 1f 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 O saved you can still play and retrieve any erased skillset mailbox messages Press PLAY or to listen to the erased message To retrieve an erased message CallPilot You can retrieve a deleted message A deleted message remains in the skillset mailbox until you end the current session Locate the deleted message Then press 7 6 to restore the message After you play the erased message you can restore it If you end the current session without restoring the erased message it is permanently erased from the skillset mailbox P0605665 03 Chapter 6 Setting up skillset mailboxes 79 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 tha
224. ss O ejfi Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIN 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 P0605665 03 107 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 e your hours of service e arequest for callers to have their account number ready e how to leave a message e an announcement of a sale e product lists e upcoming special events The table A comparison of Basic and Professional Call Center on page 15 shows how many greetings you can record depending on which Call Center you use You can record greeting numbers and information in Call Center Greetings on page 254 Examples of Call Center greetings
225. stem Activity Code Example 4 Non Agent A Prompted or Optional call that is transferred to a non agent Start of call 1 a Agent 1 transfers the call to a non agent subject matter expert If Activity Codes are Prompted as soon as the agent transfers the call a F907 session starts on the agent s telephone If agent does not enter an Activity Code Call Center records the No Peg System Activity Code for 10 minutes If Activity Codes are Optional the agent can enter an Activity Code at any time until the end of the Active Peg period 9 10 9 15 Non agent transfers the call to agent 2 Call Center records the Non 5 minutes Agent System Activity Code Agent 2 enters Activity Code 1 9 20 Agent 2 transfers the call to a non agent Call Center Autopegs an additional 2 minutes for Activity Code 1 if agent 2 doesn t enter another Activity Code before the end of the Active Peg period 9 25 End of call When the call ends Call Center records the Non Agent System Activity Code for 5 minutes Nortel Networks Call Center Set Up and Operation Guide 200 Chapter 15 Activity Codes Prompted and Optional Activity Code logging You apply the Prompted or Optional setting to skillsets and agents using CallPilot Manager If you set a skillset to Prompted all of the calls to the skillset must have Activity Codes entered for them If you set an agent to Prompted the agent must enter an Activity Code for every call they answer If either t
226. stem Configuration link The System Configuration Report appears It can take several minutes to generate the report E CallPilot Manager Reports Microsoft Internet Explorer provided by Mortel Networks System Configuration Print Clase For best results when you print this report select the Landscape layout VOICEMAIL SYSTEM CONFIGURATION REFORT Date 2003 14 02 System Options Version 36 00 16 22 Bilingual N Primary Lang NAEng Alternate Lang NAEng North American English Canadian Pronunciation N Group Lists Y Leading Digit 3 Return to Ad N Touchtone Gate none Custom Greeting O Voicemail Enabled Y r This soe err Bad T oela r x 4 To print the 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 178 Chapter 13 Setting up Call Center general properties P0605665 03 179 Chapter 14 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 179 e Monitoring skillsets on page 185 You can monttor calls by using memory buttons that you program with the Feature Codes for monitoring e Display calls waiting in skillsets 9 0 9 e Monitor agent calls 9 fo 5 NOTE To use 9 0 5 you must program it to a memory butt
227. step 4 Press REC or 1 Press PRIME or to record the Primary greeting or press ALT or 2 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 record your greeting at the tone Press OF or to end the recording Press OF or to accept the recording or press FLA or 1 to listen to the greeting or press RETR or to rerecord the greeting 10 Press to end the session Nortel Networks Call Center Set Up and Operation Guide 70 Chapter 6 Setting up skillset mailboxes Choosing a Primary or Alternate skillset mailbox greeting If you record a Primary and an Alternate skillset mailbox greeting you must choose which greeting plays You can change the selection at any time and as often as needed If you do not choose a greeting the Primary skillset mailbox greeting plays If you choose the Alternate mailbox greeting you must set whether the mailbox accepts messages If you choose Yes the skillset mailbox receives messages in the normal way If you choose No e messages cannot be left in the skillset mailbox e the Alternate mailbox greeting takes precedence over all other greetings e ifa caller presses a button to fast forward the message they hear a voice prompt that says this is a Special greeting e ifa caller presses a button to send a fax the fax goes
228. t CHNG OTHER Hot ifa 11487 DEL IHS Hotifalis CHNG OTHER M3 not 11 ADMIH P0605665 03 SELECT HE T DIIT MEAT 1 Press O ejf Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIN or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIN or to set up Off premise Message Notification Press OTHF 1f you want to delete the first destination or press HEST or to view the other destinations until you find the destination that you want to delete When you find the destination that you want to delete press OTHR Press GEL to delete the first destination number The first destination number is deleted The Notify 2 destination changes to become the Notify 1 destination number To delete more destination numbers press OTHE and repeat steps 4 and 5 Press to end the session Chapter 7 Off premise Message Notification 105 Adding a destination number Use this procedure 1f 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 1 Press 9 8 ff Follow the voice prompts or the display button
229. t 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 force off is on a call the call is not interrupted gt Nortel Networks Call Center Set Up and Operation Guide 42 Chapter4 Setting up Call Center agents P0605665 03 43 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 100 150 or Business Communications Manager system For more information refer to Number of skillsets on page 15 You cannot change the properties of a skillset while it is in use For more information refer to Skillset properties on page 44 and Configuring lines on page 166 How incoming calls are sent to a skillset Incoming calls are sent to a skillset in one of the following ways e You assign
230. t disable a skillset if you want to change the skillset properties or administer the lines Before you unconfigure a skillset 1 disable the skillset by following the procedure Disabling a skillset on page 59 2 unassign any lines that are assigned to it by following the procedure Configuring lines on page 166 Warning If you unconfigure a skillset you delete the skillset properties and the programming for the skillset This includes the general properties 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 P0605665 03 61 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 e they use the primary prompt language e their maximum message time is 15 minutes e their maximu
231. t 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 P0605665 03 Chapter 13 Setting up Call Center general properties 171 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 a memory button indicator programmed with Display Waiting Calls Le 9 0 9 flashes slowly p 0 9 flashes based on the status of all the calls in the call center e a memory button indicator programmed with Agent Login Le o 0 4 flashes slowly 9 0 4 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 a memory button indicator programmed with Display Waiting Calls Le 9 0 9 flashes quickly p 0 9 flashes based on the status of all the calls in the call center e a me
232. t you are unassigning is logged on a message appears that says the agent 1s logged on and asks you to force the agent off or ask them to log off To unassign the agent click the OK button 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 Viewing agents in 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 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 179 Nortel Networks Call Center Set Up and Operation Guide 58 Chapter5 Setting up skillsets Enabling a skillset After you set up a skillset the skillset 1s 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 46 initialize the skillset mailbox For information refer to Initializing a skillset mailbox on page 63 record skillset mailbox greetings For information refer to Recording skillset mailbox greetings on page 68 set up the Day and Night Routing Tables For information re
233. tch 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 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 If the caller enters their number correctly Call Center compares th
234. te for step Distribute for steps put callers on hold while they wait for an agent To add a Distribute for step Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears 4 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 5 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 8 Click the Submit button The Distribute For step appears in the Routing Table list 9 Click the Close button to return to the Skillset list Nortel Networks Call Center Set Up and Operation Guide 142 Chapter 10 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 Start CallPilot Manager Click the Call Center heading Click the Skillset link The Skillset List page appears 4 Click the Day or the Night link for the skillset you want to add a Goto step to The Day or the Night Routing Table page appears 5 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 Go
235. tely 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 No Agents Move to Skillset 2 The call moves to skillset 2 if no agents are logged l 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 P0605665 03 Chapter 9 Setting up Intelligent Routing 119 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 Cente
236. tents 9 Problems viewing skillset settings 00 AA AA eee ees 246 Problems transferring calls to the voicemail extension 246 Call processing problems 0 eee ees 247 Chapter 19 Call Center Programming Record 00 00 e eee eens 251 Feature CODES ua oboe oe eS EN ed OS OEE OO OSES KEEN AES ERE SEO 252 General Call Center properties eee 252 Operator Business OT paha KB MALA GG RA edd KK KA KARA ES AA PAA 252 Call Center pn AA PA cep 253 Call Center Greetings a 254 Intelligent Overflow Routing cna KAG cee ee ede PARK PAK bee ee LEL Ah EG KALA 255 Gal Center ages AA PA AA AA 256 USGL ale UN APA AT 257 Skillset m llboxes AA AA ARs r en hake 258 POT TADIOS sers KB PK MA PSS KAA LGA n E A 259 Caller Input 3A AA APA AA 260 Intelligent CLID DNIS Routing a 261 C Nika a ee ee ee eee eee ee eee RA LALA A AA AA ee ee NAG 262 Ea 6 e445 eee 0G ASETE ETET AA 263 IG AD oo bee Seb eee oo bok a WED een eee ook Shee bee obs oe ee es 269 Nortel Networks Call Center Set Up and Operation Guide 10 Contents P0605665 03 11 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
237. ter skillsets Lists for each skillset Skillset ID Skillset Name Control DN Message Waiting Indicator extension Method of Call Distribution Break time Delay answer time Language type Attd Ext EWT Calls EWT Init Call Dur ActEntry Type Call Center Routing Tables _ Lists for each skillset Skillset number Day Routing Table start time Night Routing Table start time Day Routing Table steps Night Routing Table steps Nortel Networks Call Center Set Up and Operation Guide 176 Chapter 13 Setting up Call Center general properties Call Center overflow Skillset number Skillset name Enabled or disabled Rule Service Mode Conditions Actions Call Center Greetings Lists for each call center greeting e Greeting number Status whether the greeting is recorded Caption Skillsets that use the greeting Call Center Intelligent CLID Line DNIS Routing CLID ANI number DNIS number Action Call Center Intelligent Caller Length of rule Input Routing Tables Match string Action Expected Wait Time EWT Greetings e EWT Greeting Table Number Wait Time Interval Greeting ID Activity Codes ID Name Description Enable Caller ID e Name with number backup number only or none Line Answering Line Rings e Table e Skillset P0605665 03 Chapter 13 Setting up Call Center general properties 177 To generate the System Configuration Report 1 Start CallPilot Manger Click the Reports heading Click the Sy
238. the check box or not callers will hear the appropriate EWT greeting if the wait time decreases If you use Expected Wait Time in the Initial Call Duration box enter in hh mm ss format the initial average call duration that is used to compute EWT The average call duration 1s updated whenever a call is released from an agent The default 1s 00 03 00 If you use Activity Codes from the Activity Code Entry Type list box select Prompted or Optional The default is optional For more information about Activity Codes refer to Activity Codes on page 193 Click the Submit button A message appears that says a new mailbox 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 63 Click the OK button Nortel Networks Call Center Set Up and Operation Guide 48 Chapter5 Setting up skillsets Setting up DID routing You can route calls based on their Direct Inward Dialing DID number DID is the ability to make a telephone call directly into an internal extension without having to go through the operator To route DID calls set up a DID target line and assign the target line to a skillset To set up DID routing for Business Communications Manager 1 In Unified Manager set up a DID target line For information about setting up a DID target line refer to the Business Communications Manager Programming Operations Guide 2 In Call
239. 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 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 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 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 P0605665 03 Chapter 9 Setting up Intelligent Routing 121 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
240. the table that has the rule you want to change The Match Table page appears 5 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 8 Click the Close button to return to the Caller Input Rules Tables page or repeat steps 5 through 7 to change another rule Deleting a Caller Input rule You can delete a Caller Input rule at any time To delete a Caller Input rule Start CallPilot Manager Click the Call Center heading Click the Caller Input Rules link The Caller Input Rules Tables page appears 4 Click the Rules link for the table with the rule you want to delete The Match Table page appears 5 Click the Delete link for the rule you want to delete A message appears that asks you to confirm the deletion 6 Click the OK button The rule is deleted from the Match Table list 7 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 from the table Nortel Networks Call Center Set Up and Operation Guide 164 Chapter11 Creating Caller Input Rules To clear a Caller Input Rule Table Start CallPilot Manager Click the Call Center heading Click the Caller Input Rules link The Caller Input Rules Tabl
241. thorized Distributors Technical Support Telephone 1 800 4NORTEL 1 800 466 7835 If you already have a PIN Code you can enter Express Routing Code ERC 196 If you do not yet have a PIN Code or for general questions and first line support you can enter ERC 338 Website http www nortelnetworks com support 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 P0605665 03 19 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 100 150 you can do many Call Center tasks from a phone Refer to the CallPilot 100 150 Call Center Telephone Administration Guide for more information Using CallPilot Manager to set up Call Center CallPilot Manager operates on a CallPilot 100 150 or Busin
242. ting 148 Voice Welcome to Mosaic Hardwood Flooring Please stay on the line for one of our representatives Image A picture of the company logo that Multimedia Call Center displays in callers web browsers Greeting 149 Voice A service advertisement Image A picture that corresponds to the advertisement that Multimedia Call Center displays in callers web browsers Greeting 150 Voice A product advertisement Image A picture that corresponds to the advertisement that Multimedia Call Center displays in callers web browsers Activity Codes ORTEL NORT orks Activity Codes Mailbox Administration Code Id Name Description Commands 40 Sales Sales question Change Delete Auto Attendant sales sales appointment booking c Support question Custom Call Routing 5 TE Change Supports Networking Install Ins Jestion Change Delete Install2 Delete Call Center Preferred Preferred misc Change Delete Agent List Delete Add Many Agents 7 TETE Skillset List Preferreds Preferred Support Change Delete General Properties Delete Greetings Multimedia Call Center sales Change Delete Caller Input Rules i a Change Del CLDONIS Routing Table Multimedia Call Center support Change Delete Expected Wait Time Table MMIC Multimedia Call Center installation Change Activity Codes Delete Reports MMOCS Peierls ia WONS Change Delete Delete Configuration Operations Import Activity Co
243. ting 5 Basic Caller Input Step aa eae 9 Transfer to skillset mailbox 1 Greeting 4 Mormal No Transfer Insert Modify Delete 4 Distribute 00 30 Distribute For 00 30 Insert Modify Delete 5 EWT Table 1 Greeting 5 Normal Transfer Insert Modify Delete Basic Caller Input Distribute For 00 30 Insert Modify Delete 9 Transfer to skillset mailbox EAT Greeting 1 Normal Transfer Insert Modify Delete 6 Distribute 00 30 Distribute For 00 30 Insert Modify Delete 7 Greeting 6 Greeting 6 Normal No Transfer Insert Modify Delete 8 Go to step o Goto Step 2 Insert Modify Delete Insert P0605665 03 Night Routing Table Skillset Tlus routing table DOES NOT guarantee fax delivery to the skillset mailbox more Information Step Information 4 Service Mode NORTEL NETWORKS Overflow TEL MERELE Commands Skillset 24 hr Service Monday O Tuesday Wednesday Thursday Friday Saturday Sunday Submit Overflow Rule Table Skillset 4 Rule Mode Condition Ad Uns ie Ka nice Chapter 17 Examples of Call Center configurations Day Start Time hh mm 24 Hour Format 06 00 06 00 06 00 06 00 06 00 10 00 10 00 Action Basile m Cancel Insert Modify Delete Night Routing Table steps 1 Send to Skillset Mailbox Skillset Service Mode Night Start Time hh mm 24 Hour Format 20 00 20 00 20 00 20 00 20 00 16 00 16 00 Commands M
244. tion 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 P0605665 03 Chapter 10 Setting up Routing Tables 151 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 Greeting Greeting 6 non business hours greeting Not forced play Intelligent Call Input Routing Basic a bacomed 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 type 6 At the Intelligent Caller Input Routing option select Basic Click the Submit button The Greeting step appears as step 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 p
245. to Activity Code skillset and agent For information on generating these reports see the Nortel Networks Call Center Reporting Set Up and Operation Guide You can view a list of your Activity Codes by ID name and description in the System Configuration report For more information see To generate the System Configuration Report on page 177 P0605665 03 Chapter 15 Activity Codes 209 How agents enter Activity Codes 9 0 7 is the Feature Code for Activity Codes We recommend that agents program 19 0 to a memory button on their telephone For how to program a Feature Code to a memory button see Programming a memory button with a Feature Code on page 30 Activity Id RETRY Sales SUPFOrt RETRY Another actu YES HO OF OF During or after a call but before the end of the active peg period the agent presses 9 o 7 If an agent is Prompted and has not entered an Activity Code by the end of the call an 9 0 7 session starts automatically The agent enters the Activity Code number and presses OK The Activity Code name is displayed in this example Sales support The agent presses OK to confirm this is the correct Activity Code The agent can press YES to enter another Activity Code or press HO to end the b 0 Z session Pressing HO or releasing the session on this display submits Activity Codes Nortel Networks Call Center Set Up and Operation Guide 210 Chapt
246. to Step list box select the number of the Routing Table step you want to send callers to 8 Click the Submit button The Goto step appears in the Routing Table list 9 Click the Close button to return to the Skillset List page P0605665 03 Chapter 10 Setting up Routing Tables 143 Adding a Transfer step Start CallPilot Manager Click the Call Center heading Click the Skillset List link The Skillset List page appears 4 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 5 Click the Insert link for the step you want to add a Transfer step to The Routing Step page appears 6 Select where you want to transfer the call to if you want to transfer the call to an extension select Transfer to Extension and enter the extension if you want to transfer the call to a mailbox select Transfer to mailbox and enter the mailbox number 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 if you want to transfer the call to the Automated Attendant select Transfer to Auto Attendant From the list box you can select the Greeting Table you want to transfer calls to or None if you want to transfer the call to the operator select Transf
247. 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 100 150 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 available The table A comparison of Basic and Professional Call Center on page 15 shows the differences between them You can use Basic Call Center on a CallPilot 100 150 system You can use Basic or Professional Call Center on a Business Communications Manager system Nortel Networks Call Center Set Up and Operation Guide 12 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 is the ability to route calls
248. 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 252 to record the Custom Feature Codes To determine the Feature Codes 1 Press C J 9 1 J Login out 2 The display shows the name and number of the Log In Log Out Feature Code xx represents a number between 00 and 99 3 Press HET Ready Mode F3 4 The display shows the name and number of the Ready Mode Feature HERT Code 5 Press HEAT to see more Feature Codes 6 When the display shows QUIT you have seen all the Feature Codes 7 Press 1 to end the session Nortel Networks Call Center Set Up and Operation Guide 30 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 1s 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 C
249. ts 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 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 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 Nortel Networks Call Center Set Up and Operation Guide 266 Glossary Dynamic call priority Call priority 1s distinct from agent priority If a waiting call needs to be routed for example when an agent becomes available Call Center determines which waiting call must be handled next This is the call with the highest priority or 1f all the waiting calls have the same priority the call with the longest w
250. ts 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 Multimedia Call Center If your company has Multimedia Call Center enabled callers can click an HTML icon and enter the phone number they want an agent to call them at Calls that arrive from a multimedia call are recognized as Multimedia Call Center calls and routed to the appropriate skillsets You can set up CLID ANI rules for Multimedia Call 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
251. tware Authorization Codes 20 Steps Routing Table 136 Supervisor Feature Codes 31 Supervisor functionality 15 System Administrator Feature Codes 31 T Table Routing Table 127 Telephone line display 25 system timeout 25 Time Primary alert time limit 171 Secondary alert 171 Timeout CallPilot Manager 23 telephone 25 Tips agent administration 211 Call Center general parameters 212 configuration limits 247 recording call center greetings 211 Routing Table administration 212 P0605665 03 skillset administration 211 skillset mailbox 212 214 Transfer 243 to Auto Attendant 12 to CCR 12 to Operator 12 to skillset mailbox 12 Transfer Allowed enabled 137 Troubleshooting agent log on problems 243 call processing problems 247 cannot change the Call Center Skillset Parameters 246 enabling a skillset 246 skillset settings 19 246 slow call processing 247 unpredictable call processing 247 Two line display telephone using 25 U Unassigning agents 57 Unconfiguring a skillset 60 Using Intelligent Overflow 115 V Viewing agents in a skillset 57 Voice channels 171 212
252. ty of and move calls to multiple skillsets a skillset mailbox an internal or external number a 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 P0605665 03 Glossary 267 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 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
253. ty Code entered The start time is either when the agent answers the call or 1f the agent has already entered an Activity Code when the agent enters the last Activity Code The time period for the final Activity Code entry after the call ends covers the time up to when the call ends Example 1 The agent enters Activity Codes during the call Activity Peg time If the agent enters multiple Activity Codes during one 9 0 7 session Call Center allocates the talk time to all the Activity Codes that the agent enters For example if an agent presses 19 fo once after the call ends the total time of the call is allocated to all the Activity Codes the agent enters The count is increased for each Activity Code the agent enters Example 2 The agent enters Activity Codes after the call End of call Agent enters Activity Codes 1 2 3 Nortel Networks Call Center Set Up and Operation Guide 196 Chapter 15 Activity Codes Activity Codes Call Center automatically enters Autopegs and System Activity Codes Call Center has two types of Activity Codes it can automatically enter e Autopegs See Autopegs on page 196 e System Activity Codes See System Activity Codes on page 197 Autopegs Whether an agent is Prompted or Optional if the agent enters an Activity Code while a call is connected and does not enter another Activity Code by the end of the active peg period there is a period of talk time that is does not ha
254. uide 10 Click the Submit button Nortel Networks Call Center Set Up and Operation Guide 124 Chapter9 Setting up Intelligent Routing 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 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 eee a eDay Mo Agents Skillset Mailbox 229 Insert Modity 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 Priority 1 Day Mo Agents Skillset Mailbox 426 Might Mo Agents Skillset Mailbox 426 Here 1 Day 02 00 6 Click the Here link for the location you want to move the rule to The Overflow Rule Table page shows the rule 1n its new location 7 Click the Close button P0605665 03 Chapter 9 Setting up Intelligent Routing 125 Modifying an Intelligent Overflow Rule Start CallPilot Manager Click the Call Center heading Click the
255. utes for Activity Code 2 Example 2 The first agent enters an Activity Code Agent 1 enters Activity Code 1 9 07 Agent 1 transfers the call to agent 2 If the agent does not enter another Activity Code Call Center Autopegs 2 minutes for Activity Code 1 Agent 2 does not enter an Activity Code i End of call A F907 session appears on Agent 2 s telephone End of active peg period Because agent 2 has not entered an Activity 8 minutes Code Call Center records the No Peg System Activity Code for 8 minutes P0605665 03 Chapter 15 Activity Codes 203 Example 3 The second agent enters an Activity Code a Start of call Agent 1 transfers the call to agent 2 As soon as Agent 1 transfers the call a prompted F907 session starts on their telephone If agent 1 does not enter an Activity Code before the end of the Active Peg period Call Center records the No Peg System Activity Code for 7 minutes End of call If agent 2 does not enter another Activity Code by the end of the Active Peg period Call Center Autopegs 5 minutes for Activity Code 2 Note For an example of transfer to a non agent see Example 4 Non Agent on page 199 Break Time Break Time is a skillset property that gives agents an interval to complete tasks related to the previous call When Break Time starts if a call is Prompted and the agent did enter an Activity Code during the call an 9 fo session starts on the agent s telephone
256. utomated Attendant or CCR Language preference appears only on a system that is configured as bilingual You can enter a number between 2 and 256 calls For more information about Expected Wait Time see Expected Wait Time on page 129 Selected by default which means that EWT will be recalculated if it increases and the appropriate EWT greeting will be played For more information about Expected Wait Time see Expected Wait Time on page 129 The Initial Call Duration is used to compute expected wait time until sufficient call statistics are obtained This can be a value between 00 01 00 and 24 00 00 For more information about Expected Wait Time see Expected Wait Time on page 129 Activity Code entry types are Prompted and Optional If you select Prompted the agent is prompted to enter Activity Codes on their telephone If you select Optional an Activity Code session is not automatically displayed on the agent s telephone but they can press F907 and enter Activity Codes Optional is the default For more information about Activity Codes see Activity Codes on page 193 Nortel Networks Call Center Set Up and Operation Guide 46 Chapter5 Setting up skillsets Setting up or changing a skillset You can record skillset properties in the table Call Center skillsets on page 253 Note Before you can change a skillset you must disable the skillset and wait until there are no calls in the skillset
257. ve an Activity Code assigned to it If this happens Call Center assigns the last Activity Code the agent entered to the remaining time This is called an Autopeg An Autopeg does not affect the peg count Examples of Autopeg calls Autopeg example 1 An agent enters Activity Code 1 during the call Call Center assigns the same Activity Code Activity Code 1 for the remaining talk time End of active peg period Call Center autopegs Activity Code 1 Autopeg example 2 The agent enters two Activity Codes and does not enter another Activity Code during the active peg period so Call Center counts Activity Code 2 for an additional 5 minutes The count for each Activity Code remains at 1 ew sets SSS os AgetenersAaiiy Comet a por agotanors kany Coso2 femms ee fewa O o o CU End of active peg period Call Center autopegs Activity Code 2 P0605665 03 Chapter 15 Activity Codes 197 Autopeg example 3 During the call the agent enters three Activity Codes The agent does not enter another Activity Code during the active peg period Call Center counts Activity Code 1 2 and 3 for an additional 12 minutes The count is 1 for each Activity Code Agent enters Activity Codes 1 2 3 AB End of active peg period Call Center autopegs Activity Codes 1 2 3 System Activity Codes System Activity Codes track statistics that cannot be tracked directly by agents Agents cannot enter System Activity Codes They are automatically re
258. voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press AD IH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIN 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 PHONE 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 OK or to accept the destination number or press RETRY or to re enter the number Press NEXT or to continue Press ES 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 Chapter 7 Off premise Message Notification 101 StartLitstart time 9 Press CHNG or 1 to change the start time CHHG MEAT or press HEXT or to accept the start time SLOP stor Lime 10 Press CHHG or 1 to change the stop time CHHG MET or press NEXT or to accept the stop time 11 If you w
259. works Call Center Set Up and Operation Guide 76 Chapter 6 Setting up skillset mailboxes Playing skillset mailbox messages Norstar Voice Mail Forward Advances the message nine seconds and continues playing from that point A message can be forwarded as many times as required Next Plays the next message in the skillset mailbox If you use 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 message you can play the previous message continue playing the current message or skip to the next message Previous Stops playing the current message and plays the previous message Quit Stops playing the message and plays the Mailbox main menu options Replay Replays the message from the beginning Replay Replays the last message Reply Replies to a message Refer to Note 3 on page 77 The reply can be either a message to an internal sender s mailbox a telephone call to an internal or external party Refer to Note 4 on page 77 Save Saves the message being played If you do not delete a Message message it is automatically saved This option is not shown on the display unless you erase a message If you erase a message and play the message again you can press SALE on a two line display telephone Refer to Note 2 on page 77 Adjusts the volume of the message that is playing The volu
260. x interface CallPilot 28 Norstar Voice Mail 28 Manual call presentation 12 33 Memory button indicator 30 31 171 179 programming 30 31 Message Waiting Indication determining extension 62 extension 267 Message Waiting Indication extension 44 Messages copying 75 deleted retrieving 77 deleting 75 78 erasing 75 78 external 79 81 forwarding 78 internal 79 minimum recording length 79 Off premise Message Notification 83 playing envelope CallPilot interface 78 Nortel Networks Call Center Set Up and Operation Guide 272 Index envelope Norstar Voice Mail 75 next CallPilot 77 next Norstar Voice Mail 76 pausing 76 previous CallPilot 77 previous Norstar Voice Mail 76 rewinding 75 77 skipping forward 76 77 skipping toend 75 quitting 76 replaying 76 replying CallPilot 78 79 replying Norstar Voice Mail 76 79 saving 76 silence timeout 79 skillset mailbox 61 Method of Call Distribution 44 267 Monitoring agent calls 179 call activity about 179 example of monitoring 186 logging on to monitor agents 182 Primary alert time 171 Secondary alert 171 Silent Monitor 179 skillsets 186 tips 181 Monitoring agents 57 179 Multimedia Call Center 13 34 CLID DNIS Routing 49 Multimedia calls 34 MWI extension 267 N Name skillset 268 skillset mailbox 63 Night mode skillset 116 Night Routing Table example 151 Norstar Voice Mail mailbox interface 28 Notification Off premise Message Notification 83
261. y Code 1 Click the Call Center heading and click the Activity Codes link The Activity Codes page appears 2 Click the Insert link The Activity Code Setup page appears NORTEL NETWORKS Activity Codes Mailbox Administration Code ld Name Description Commands Auto Attendant Custom Call Routing Networking Call Center Agent List Add Many Agents Skillset List General Properties l Greeti Di Caler Input Rules Activity Code Setup CLIDONIS Routing Table Expected Wait Time Table Activity Codes Activity Code Activity Name Activity Description Submit Cancel 3 In the Activity Code box type the number of the activity code for example 1 The number can be a maximum of 16 digits long 4 In the Activity Name box type the name for the activity code for example Cgy Sales 1 The name can be a maximum of 16 alphanumeric characters long 5 Inthe Activity Description box type a description for the Activity Code for example Calgary sales dept Ist tier The description can be a maximum of 50 alphanumeric characters long 6 Click the Submit button The new Activity Code appears in the Activity Codes table P0605665 03 Chapter 15 Activity Codes 205 Changing an Activity Code You can change an Activity Code s name and description You cannot change an Activity Code s number 1 Click the Call Center heading and click the Activity Codes link The Activity Codes page appears
262. your original monitoring session resumes where it left off Nortel Networks Call Center Set Up and Operation Guide 184 Chapter 14 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 OBS 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 begin monitoring using 19 fo 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 If the agent is on a call at the time of log off but you are still logged on and monitoring the session continues until the call is disconnected or you press CAHCL Conference calls If the agent puts the a call that you are monitoring into a conference call you do not hear the call for the duration of the conference call When the agent goes out of conference you are automatically monitoring the agent again NOTE If you want to monitor agents all the time ask agents not to participate in conference calls On hold calls If the agent puts a call that you are monitoring on hold you do not hear the call while it is on hold When the agent resumes the call you are automati

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