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Avaya BCM 5.0 - Contact Center - Intelligent Contact Center Telephone User's Manual

1. Destination PHOWE EXT PAGER Pager RETR OK lt x ADD OK Shows CHHG HET More dest VES Ho Msg Lyre neu CHHG OK Med notify ADMIN SELECT 4 Press PAGER or to select a pager number destination Enter the destination pager number and press OE or J Press OH or to accept the destination pager number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or Press HEXT or to accept the default pager message represented by lt xxxx gt The default pager message sent by CallPilot is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press CHNG or 1_ to change the pager message The combined limit is 30 characters for the pager telephone number and the pager message Press YES or if you want to set up another destination number or press NO or if you do not want to set up another destination number Press DE or to be notified when the skillset mailbox receives a new message or press CHNG or ff to change the message type to be notified only when the skillset mailbox receives an urgent message 10 Press to end the session NN40170 600 Chapter 7 Off premise Message Notification 99 To set up Off premi
2. EWT allow incr t 34 If you use Expected Wait Time select whether you want EWT to ae peel be recalculated if it increases and the appropriate EWT greeting to be played The default is Y EWT ICD 48 63 88 35 If you use Expected Wait Time enter the Initial Call Duration on MER This can be a value between 00 01 00 and 24 00 00 and is used to compute expected wait time until sufficient statistics are obtained The default of 3 minutes is shown Press CHHG if you want to change the default or press HEXT to accept the default time and go to step 36 Mo 24 hour 36 Press CHHG to change the service mode for Monday CHHG HEST r press HEST Das starti hhmm 37 Enter the Day Routing Table start time and press OK RETRY ahs This is a four digit field Add a zero to any single digit hour or minute Day Amn sx 38 Press AM or FH RETRY AM Pr Hight start hhmm 39 Enter the Night Routing Table start time and press OK RETRY u This is a four digit field Add a zero to any single digit hour or minute Hight hmm sss 40 Press AM or PM RETR AM FM Mol xMMMaCEMMEP 41 The start times for the Day and Night Routing Tables for Monday ea EAR MEAT are shown Press HEXT Tu 24 hour 42 Repeat steps 37 through 41to set up the Day and Night Routing Ee NEST Tables for the rest of the week 43 Press to end the session or repeat steps 4 through 42 to set up another skillset NN40170 600 Chapter 5 Setting up s
3. Meg ture new 16 Press OK or if you want to be notified when the skillset mailbox eos e receives anew message or press EHHG or if you want to be notified only when the skillset mailbox receives an urgent message M 9 notif 17 Press to end the session AbHIH SELECT NN40170 600 Chapter 7 Off premise Message Notification 95 To set up Off premise Message Notification to an extension Med notify ADMIH SELECT Destination PHOWE EXT PAGER Ext RETR OK Accert gt RETRY ok Start hhmm RETR OK start time RETR AM FH start timer RETRY OK Stor hhmm RETR OK 1 10 Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIH or to set up Off premise Message Notification Press EXT or to choose an extension as the destination Enter the destination number and press OK or J Press OK or to accept the destination extension The gt represents the extension Enter the start time for Off premise Message Notification This is a four digit field Any single d
4. Paud 2 Enter the user password and press QE RETRY Or Admin 3 Press OTHR MBO AA OTHF Admin 4 Press OTHR GLIST CCR OTHR Admin 5 Press CC FAR cc CC Admin 6 Press SKILL AGEHT SKILL OTHR Skillset 7 Enter the number of the skillset you want to add a Goto step to and RETR QUIT Ok press OK NN40170 600 Chapter 10 Routing table administration 157 SLaLus KAHHAR CHHG HEST Skill mbox Pswd RESET MEST Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OWFLW UNC Route Table DAY HIGHT QUIT Day routing SETUP QUIT Ster x BIST GRTG OTHE Ster x DISC FER GOTO Goto Ster x CHHG OK Table complete 10 11 12 13 14 15 16 17 18 If the skillset is enabled press CHHG to disable it Press HEMT Press HEXT to continue Press OTHR Press KOUTE Press DAY or HIGHT In this example Day is shown Press SETUP Press OTHER Press GOTO Press CHNG until the step is displayed that you want the call to go to and press OK or press OK to accept the step that is shown This display appears After you add a Goto step you cannot add more steps to the table Press to end the session Intelligent Contact Center Telephone Administration Guide 158 Chapter 10 Routing table administration Adding a Transfer step A transfer step can transfer calls to an extension a mailbox an external num
5. Fzud RETR Admin MBO AA Admin GLIST CCR Admin FAK CC Admin AGEHT SKILL CC Admin GETG FARM Sur Hele CHHG HEST 1 Press e Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press UTHE Press THE Press CL Press OTHR Press FARM Press HEXT until this display appears Press HE T to accept the default value of All Skillsets or press CHHG to choose Agent s skillsets only Press to end the session NN40170 600 Chapter 3 Contact Center general properties 39 Configuring lines Before Contact Center can answer an incoming line you must assign the line to be answered by a Contact Center skillset For each line that you want Contact Center to answer you assign e the line to be answered by Contact Center e the skillset that calls on this line go to e the number of rings before the line is answered You can record your line answering information in the table Line answering on page 206 You must disable a skillset and wait until there are no calls in the skillset before you can add lines to it You cannot add lines to a skillset while it is in use For information about disabling a skillset see
6. Start start time gt 9 Press EHHG or 1 to change the start time CHHG HEST of press HEST or to accept the start time SLorssbor timer 10 Press CHHG or 1 to change the stop time CHHG HET or press HEST or to accept the stop time Ms Lyre crew 11 If you want to change message notification ele Er press CHHG or if you want to be notified only when the skillset mailbox receives an urgent message Press OK or J M 9 notify 12 Press to end the session ACMI SELECT Intelligent Contact Center Telephone Administration Guide 108 Chapter 7 Off premise Message Notification To change the destination from telephone or extension to pager Med notify ADMIN SELECT Hotifyics gt CHHG HET Destination PHOHE ExT PAGER Pager RETR OK lt x ADD Ok Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIH or to change Off premise Message Notification The displays show a review of the first destination type and destination number Press CHHG or to change the destination type and the destination number
7. Fzud RETR OK Admin MBO AA OTHR Admin GLIST CCR OTHR Admin FAR CC CC Admin AGEHT SKILL OTHR CC Admin GRTG FARM Sur Timeout CHHG HEST 1 Press B Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press OTHR Press OTHR Press CL Press OTHE Press FHRM Press HEXT until this display appears Press HET to accept the default value of Supervisor timeout or press CHHG to enter a different value The default value is 12 seconds The range is from 1 to 60 seconds Press to end the session Intelligent Contact Center Telephone Administration Guide 38 Chapter 3 Contact Center general properties Selecting skillsets supervisors can receive help requests from The Supervisor Help From setting lets you determine where escalated requests go e All skillsets sends an unanswered help request system wide to all Contact Center supervisors e Agent s skillsets only sends an unanswered help request to only the supervisors logged in to skillsets that the agent is assigned to From the Supervisor Help From options select all skillsets or agent s skillsets only To select skillsets Log QUIT RETRY JE
8. NN40170 600 Chapter 6 Setting up skillset mailboxes 87 To reply to an internal caller CallPilot 1 Press Q 8 ff J Follow the voice prompts or the display button options on your telephone to open the skillset mailbox A mailbox summary is announced While you are in your message list you can play any message Press to play the current message Press 9 to call the caller or press to record and send a reply Intelligent Contact Center Telephone Administration Guide 88 Chapter 6 Setting up skillset mailboxes Using the Reply feature to reply to an external caller You can reply to an external caller using the Reply feature if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it To assign an outdial method to a skillset mailbox see Assigning an outdial method to a skillset mailbox on page 90 Before you use the Reply feature you must play the message To reply to an external caller Norstar Voice Mail 1 PLAY FEC ADMIM REPLY ERASE HEST l new B saved 2 End of message 3 Press JQ 6J J Follow the voice prompts or the display button options to open the skillset mailbox Press FLAY or 2 After you listen to the message press REPLY or CallPilot dials the external number directly To reply to an external caller CallPilot 1 Press e JQ 6 J Follow the voice prompts or the display
9. Priority 10 CHHG OF Agent added Add Agent INLI RANGE QUIT 10 11 12 13 14 15 16 Press AGEHT Press ADD Press IHDIN Enter the ID number of the agent you want to assign and press OK or press DIR to search the directory The display shows the agent s name Press HEXT This display shows the dynamic priority level of the agent Press OK to accept 10 as the agent s priority level in the skillset or press CHHG and enter a priority level from Ito 20 10 is the default This display appears briefly Press to end the session or press IMD Il to add another agent and follow steps 10 through 13 Intelligent Contact Center Telephone Administration Guide 124 Chapter 8 Setting up agents Assigning several agents to a skillset You can save time by adding several agents to a skillset at once Agents that are already assigned to the skillset are not added again To assign several agents to a skillset Loa 1 Press l J9 8 6B au pele DE Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Paud 2 Enter the user password and press OK RETRY Ok Admin 3 Press OTHR MBO AA OTHR Admin 4 Press OTHR GLIST CCR OTHER Admin
10. ccceesscceeeeeseeeeeteeeteeneeteeneaes 78 To delete a Personalized mailbox greeting sssssssssrsessrrrresernnnessnnnnesinnnnastnnnnanrnnnnane 80 To play skillset mailbox messages Norstar Voice Mail cceeeeeeeeeeeeeeeeeeeeeeeeeeees 82 To play skillset mailbox messages CallPilot cccccccessssceceeesssteeeeeesneeeeesssteeeeeeees 84 To retrieve an erased message Norstar Voice Mail cccccceeeeeeeeeeeeecaeeeeeeeeeeeeess 85 To retrieve an erased message CallPilot 0 cccccceseeeeeeeneeeeeneeeeeaeeeeeaeeeeeaeeeseaeeeeaas 85 To reply to an internal caller Norstar Voice Mail c cccceesecceeeeeeeeeeeeeeeeeeeeeeenees 86 Te reply toan intemal caller BilPilgk uns senken ee 87 To reply to an external caller Norstar Voice Mail ccceeesseceeeeeessceeeeeeseeneeteeneaes 88 Te reply to an extemal caller CallPUOt sache 88 Intelligent Contact Center Telephone Administration Guide 4 Task List Off premise Message Notification 00 eee eee eee 89 To assign an outdial method to a skillset mailbox eee eee eeceeeeeeeseeeeeeeeseeneeeeeeeees 91 To set up Off premise Message Notification to a telephone number nur 93 To set up Off premise Message Notification to an extension ueseenssenneenenssennneennnnnnnnn 95 To set up Off premise Message Notification to a pager cccccessccessssseeeeeessneeeeesenees 97 To set up Off premis
11. Disabling a skillset on page 56 Lines that are programmed to be answered by Contact Center must not be programmed to be answered by another peripheral or application To delay calls being answered you can assign Contact Center to answer incoming calls after a specified number of rings The number of rings ranges from zero to 12 If the number of rings is zero Contact Center answers immediately For analog lines equipped with Caller ID you must set the number of rings to two or more Caller ID information is not provided until just prior to the second ring so if you set the number of rings to zero or one Caller ID information is not relayed Long distance charges start when a call is answered by Contact Center To minimize long distance charges set the ring count higher than 0 so that calls spend more waiting time in a ringing state Intelligent Contact Center Telephone Administration Guide 40 Chapter 3 Contact Center general properties To configure lines for Contact Center Log QUIT RETRY OK Fzud RETR ok Admin MBO AA OTHR Auto Atdt Admin GETG TABLE LINES Line number RETR OK Line x Ane Ho CHHG HET Line x Ans AA CHHG TABLE HEST Line x Ans CC CHHG SEILL HEST Skill number RETR OK Line x So 1 CHHG RINGS HEST Line x Rings CHHG AHS HET Ho of rings FETE OK Line x ings CHHG AHS HET 1 10 11 12 13
12. Press B Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press AH Press LINES Enter the line number and press OK Press CHHG Press CHHG Press SKILL Enter the number of the skillset you want to answer the line and press OK Press RINGS Press CHHG Enter the number of rings and press OK Press NEXT to configure another line or press to end the session NN40170 600 Chapter 3 Contact Center general properties 41 Setting the Answer Lines status The Answer Lines status determines whether Contact Center answers the assigned lines If the Answer Line status is set to Yes Contact Center answers the lines assigned as Contact Center and CallPilot answers the lines assigned as AA If the Answer Line status is set to No neither Contact Center nor CallPilot answers lines To set the Answer Lines status Pswd 1 Press eJBJBJ RETRY UK Enter the Operator password and then press OK The default Operator password is 6 7 J amp J 7 2 6 6 7 Operator To change the Operator password see Resetting the Operator password on page 193 Choose option 2 Press OPER OPER MODE Atdt availix 3 Press NEXT CHHG HEST Business o
13. Press Q 0 4 Enter your Agent ID and press OK or J Enter your password and press OF or J Press OUT If OUT does not appear you are not logged on to any skillsets Press CHHG until the skillset you want to log off from appears on the display If you are logged on to only one skillset that skillset is automatically selected Press OK You are logged off from the skillset number displayed or from all skillsets if ALL is displayed Press 48 Changing your password Keep your password confidential Change your password regularly about every 30 days To change your password 1 o N Oo Of Ff Press pola Enter your Agent or Supervisor ID number and press OK Enter your password and press OE 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 AGHMIH Enter a new password from four to eight digits long and press OK Enter your new password again and press OK Press Intelligent Contact Center Telephone Administration Guide 184 Chapter 11 Monitoring call activity Supervisor Help With Supervisor Help an agent on a call can request help from a supervisor by pressing a programmed feature button The agent can send an urgent request for help without interrupting the call and without the caller being aware of the agent s help request Supervisor Help is for situations where an
14. 13 14 15 Press eJ l Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press OTHR Press OTHR Press CL Press SKILL Enter the number of the skillset you want to add a Disconnect step to and press OK If the skillset is enabled press CHHG to disable it Press HEXT Press HEXT to continue Press OTHE Press KOUTE Press DAY or HIGHT In this example Day is shown Press SETUF Press OTHER Press DISC Intelligent Contact Center Telephone Administration Guide 162 Chapter 10 Routing table administration Disconnect 16 Press OK Table complete 17 Press to end the session NN40170 600 Chapter 10 Routing table administration 163 Example of a Day Routing Table To set up the routing table steps shown in Example of Day Routing Table steps follow the procedure To set up the Day Routing Table example Example of Day Routing Table steps Step number Type of step Step parameters 1 Greeting Greeting 1 information greeting Forced Transfer none enabled 2 Distribute for 1 00 one minute 3 Greeting Greeting 2 general company greeting Not forced play Intelligent Call Input Routing Basic with defaults 4 Distrib
15. 38 COURO NGS cateecanahes weed bhuaiceveseeeeedand seeders eked ae as 39 Setting the Answer Lines status 0 c cece eee 41 Resetting the Contact Center Administrator password 22 2222er een 41 Chapter 4 Contact Center greefings s s0us 400000000 RR un 43 About Contact Center greetings 0 0 0 cee een nn 43 Intelligent Contact Center Telephone Administration Guide 8 Contents Types of Contact Center greetings 0 ccc eee ete 43 Recording a Contact Center greeting 2222er een nenn 44 Chapter 5 Bering UP SRSC 2 deines 47 ae uo le E E N T E a eeena eae d 47 How incoming calls are sent to a skillset 0 000 ees 47 SK SSTEISBENIBE aussen han are ce benesee dua Geaetwen anednae ses 48 Seting UEBSKISET 202 cee cee bee ee en 51 Enoi SSR ean en nn wane En ds Red read a kee el ige 56 Da MOAN arira rer eaea 56 Changing skillset properties 4422223244122 1 a I 57 LIRSSORZUNAG a SKIISet 5 area abe Akan au SR tas 61 Chapter 6 Setting up skillset mailboxes 0 0c e eee eee eens 65 About skillset mailboxes saccccesce gave eevee ee eee dee ees CER LE ERR EES 65 Determining a skillset mailbox number 00 nase nennen ees 66 Checking which telephone mailbox interface you USE 2 ees 67 initializing a Skillset mailbox 12440488 RR ER anne are 68 Opening a Skillset MANDOX un ca sn a a 69 Opening a skillset mailbox remotely 0 000 c cee eee
16. If an agent uses their Answer DN telephone to answer a call that is transferred to them Contact Center does not recognize the agent as being busy and still sends calls to the agent s main set Agents who log on from a regular telephone and answer Contact Center calls using an answer DN key from a portable telephone cannot use Supervisor Help NN40170 600 Chapter 13 Troubleshooting Contact Center 195 Do Not Disturb Instead of using Do Not Disturb agents must use the Not Ready Feature Code e JJ 0 8 If agents use Do Not Disturb they are automatically logged out or made not ready after the first call Call Forward No Answer When an agent s phone is on Call Forward No Answer to the voice mail extension the number of rings for Call Forward No Answer must be less than the number of rings for Transfer Callback Timeout If a call is forwarded by CFNA to another agent and is answered by that agent the original agent who has CFNA setting is made Not Ready or logged out instead of staying idle Preventing calls from ringing at an agent s set To prevent agents who are on a Contact Center call from having a second internal call ring on their phone set the Call Forward on Busy feature for your set to the voice mail DN Hunt groups Do not program an agent telephone to be a member of a Hunt Group Automatic Answer How Automatic Answer works depends on what type of telephones your contact center uses e WLAN Handset 2
17. Intelligent Contact Center Telephone Administration Guide BCM 5 0 Contact Center Document Status Standard Document Number NN40170 600 Document Version 01 01 Date August 2009 NORTEL Copyright 2009 Nortel Networks All Rights Reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Sourced in Canada Task List GORNO GIMME een geistigen 13 About Contact Center telephone administration 0 5 23 Te 9sternine the Feature Bas ih 26 Toprooram a Memo BON aaa 27 Contact Center general properties 0 0c e eee eee ee 31 To enable the Contact Center keycode uasunen nenn anne 31 To set Contact Center general properties uusrs240urnnnsunnnnnonnnnnanannnnnannnnnnnnnannnnn 35 Tosa alte a A 36 To set the Supervisor Help request timeout uuesunse
18. to end the session If you want to continue to add steps to the table e To add a Distribute for step start at step 10 of To add a Distribute for step on page 155 e To add a Goto for step start at step 10 of Adding a Goto step on page 156 NN40170 600 Chapter 10 Routing table administration 155 e To adda Transfer step start at step 10 of Adding a Transfer step on page 158 e To adda Disconnect step start at step 10 of Adding a Disconnect step on page 161 Note You can add and delete steps to a routing table after the initial set up You must disable the skillset and then make necessary changes To add a Distribute for step Distribute for steps put callers on hold while they wait for an agent Loa QUIT RETRY OF Fzud RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHER Admin FAX cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT OK Status HAHHA CHHG HET Skill mbox Feud RESET MEST Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OMFLW UNC Route Table DAY HIGHT QUIT Day routing SETUP QUIT 1 10 11 12 13 Press B Enter the telset User ID that has voice mail administration rights and press QE For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Gu
19. 1 2 calls 4 The display shows the calls that are currently waiting to be an a et answered by agents in skillset 1 Press HET 1i wait 4 06 5 The display shows that the call waiting the longest in skillset 1 eee Ee Est has been waiting for four minutes 6 Press to end the session or press GOTO to monitor another skillset and enter the skillset number or press HEST to monitor skillset 2 To monitor calls using a one or two line telephone 0 You can monitor calls using a one line telephone While you are using Ce 9 9 onaone line or a two line telephone you can e press 1 for GOTO to enter the number of the skillset you want to monitor e press 2 for NEXT e press B or 6 for SKILL to monitor the next enabled skillset e press 4 for PREV to go to previous menu e press to go to the next menu e press to cancel the session Using a memory button to monitor calls waiting in skillsets Program a memory button with LJ OJEJ to view the status of all skillsets including the skillsets that you 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 information about programming a memory button see Programming a memory button with a Feature Code on page 27 e Ifthe indicator is off all of the calls are within the acceptable wait time e Ifthe indicator is flashing slowly at least one call
20. Agent ID name supervisor automatic answer missed call options Activity Code entry type Assign agents to skillsets Log an agent off Reset an agent password Monitor agents To add an agent on page 116 Assigning an agent to a skillset on page 122 To log an agent off on page 128 To reset an agent password on page 130 Monitoring agent calls with Silent Monitor on page 177 Routing Intelligent Overflow Routing Greeting step Distribute for step Goto step Transfer step Disconnect step CLID DNIS routing To add Overflow rules on page 140 Adding a Greeting step on page 150 To add a Distribute for step on page 155 Adding a Goto step on page 156 Adding a Transfer step on page 158 Adding a Disconnect step on page 161 NOTE You must use CallPilot Manager You cannot administer CLID DNIS routing via telephone NN40170 600 Chapter 1 Getting started Expected Wait Time tables Activity Codes Caller Input Rule Tables Advanced Intelligent Caller Input Routing Audience This guide is for system administrators who configure and maintain Contact Center on a BCM To use this guide you must NOTE You must use CallPilot Manager You cannot administer EWT Tables via telephone NOTE You must use CallPilot Manager You cannot administer Activity Codes via telephone NOTE You must use CallPilot Manager You cannot administ
21. Press HET to view the skillset mailbox number and MWI extension for the next skillset or press GOTO to view another skillset and enter the skillset number 6 Press to end the session While you use Q you can press press press press 5 9 9 No press for GOTO to enter the number of the skillset you want to monitor for SKILL to monitor the next enabled skillset or 6 for NEXT for PREV to go to previous menu to go to the next menu press to cancel the session NN40170 600 Chapter 6 Setting up skillset mailboxes 67 Checking which telephone mailbox interface you use CallPilot supports two interfaces Norstar Voice Mail and CallPilot The Contact Center Administrator determines which interface is assigned to the mailbox To change your mailbox interface see e the CallPilot Manager Set Up and Operation Guide for how to change your interface using CallPilot Manager e the CallPilot Telephone Administration Guide for how to change your interface using a telephone Follow the procedures that apply to the interface you use Some procedures apply to both interfaces To check which CallPilot interface you use 1 2 Bnew B saved PLAY FEC ADMIH Ho messages COMP MBO EXIT 3 Press BBJ Follow the voice prompts or the display button options to open your mailbox Check the display to see which interface you use This is the Norstar Voice Mail interface This i
22. To transfer to an external number Press OTHE Press EXTERH Press CHHG to select a line pool or route as the outdial method Press HEXT Enter the line or line pool number and press 0E Press OK Enter the telephone number you want to transfer the call to Press OK To transfer to the Automated Attendant Press OTHE Press HA Press CHHG Enter the number of the AA table and press Ok To transfer to the Operator Press OTHE Press OTHE Press OPFER Press OK To transfer to a CCR Tree Press OTHE Press OTHE Press OTHE Press CLE Enter the number of the CCR Tree and press Ok Press OK 17 Press YES to add another step or press C to end the session NN40170 600 Chapter 10 Routing table administration 161 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 Contact Center does not answer the line To add a disconnect step Log QUIT RETRY OF Fzud RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHER Admin FA cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT OK SLaLus HAHAHAH CHHG HET Skill mbox Pswd RESET HEST Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OWFLW UHLF Route Table DAY HIGHT QUIT Day routing SETUP QUIT Ster x DIST GETG OTHE Ster x DISC FER 1 10 11 12
23. and go to step 34 e If you want the Greeting to be forced and callers to be able to transfer after the greeting press Force press SFER and go to step 19 e Ifyou want callers to be able to transfer during the Greeting press FER and go to step 19 The display shows the default key for the Automated Attendant Press CHHG if you want to change the key that callers press to reach the Automated Attendant and change which greeting table to use Note If you do not want to assign a greeting table enter O for Tbl or press DISABL if you do not want callers to be able to press a key to reach the Automated Attendant press HEXT and go to step 22 or press HET to accept the default key and go to step 22 Note If no Automated Attendant is selected Tebl x is replaced with None Enter the key you want to assign for the Automated Attendant and press OF Press HE T The display shows the default key for the Operator Press CHHG if you want to change the key that callers press to reach the Operator or press DISABL if you do not want callers to be able to press a key to reach the Operator press HET and go to step 25 or press HEXT to accept the default key and go to step 25 Enter the key you want to assign for the Operator and press OK Press HE T Intelligent Contact Center Telephone Administration Guide 154 Chapter 10 Routing table administration Mbox Kew 9 25 The display shows the default key for the skil
24. 30 Open Mailbox F981 28 29 30 Operator Settings F982 28 programming memory buttons 27 Skillset Status F909 28 Supervisor Help 28 30 Voicemail DN F985 28 Forced Play greetings 150 190 Formula for waiting calls 191 Forwarding a message 85 G Greeting step Fax Detection 148 Greetings contact center examples 43 Forced Play 150 Greeting parameters in Routing Table 150 Greeting step in Routing Table 149 recording 44 Routing Table parameters 190 tips 189 types 43 Greetings skillset mailbox example 74 78 H Highest priority call 190 Hours Routing Tables 147 Hunt groups 195 Indicators Message Waiting 28 48 66 Initializing a skillset mailbox 68 Intelligent Overflow 15 17 133 Internal messages replying to 86 L Least Busy method of call distribution 210 Lines assigned to be answered by skillset 47 Mailbox opening skillset mailbox 69 outdial route 90 skillset mailbox 65 Mailbox interface CallPilot 67 Norstar Voice Mail 67 Manual call presentation 115 Memory button indicator 27 28 programming 27 28 Message Waiting Indication determining extension 66 extension 210 Messages copying 82 deleted retrieving 83 deleting 82 85 erasing 82 85 external 86 88 forwarding 85 internal 86 minimum recording length 86 Off premise Message Notification 89 playing envelope CallPilot interface 85 envelope Norstar Voice Mail 82 next CallPilot 84 NN40170 600 In
25. Active agents includes supervisors Active agents are agents who are logged in to one skillset or a combination of skillsets Default 2 maximum 50 Dynamic agent priority levels 20 Dynamic call priority levels 20 Active calls in all skillsets 30 Maximum active calls per skillset 30 Maximum lines configured for Contact 30 Center Voice ports shared with CallPilot or dedicated Minimum 2 default 10 maximum 15 Routing tables per skillset 2 Greetings 50 Maximum time per greeting 30 mins Maximum time for all greetings 1500 mins Steps per routing table 20 Skillset mailboxes Default 0 Maximum 30 Supervisor functionality including call monitoring Silent monitor Supervisor Help Available with Silent Monitor Maximum simultaneous monitoring sessions Caller Input Tables 30 Basic Intelligent Caller Input Routing the ability to route a call to an Operator Auto Available Attendant skillset mailbox or CCR Tree Advanced Intelligent Caller Input Routing the ability to route a call based on Available multi digit fixed or variable strings NN40170 600 Chapter 1 Getting started 17 Features Intelligent Contact Center for BCM50 Delegated Contact Center Administration If you use a BCM system there is no dedicated or default CallPilot or Contact Center Administrator user ID and password The System Administrator can creat
26. Contact Container era area ann 13 Contact Center Upale 52 A200 area 13 What you can administer through a telephone e 0c eee eee 17 Ca 2 ee eee ee eier 19 KNIE era nr USER a GSE ES Chae OEE 19 Symbols and text conventions 222 seua aaae 20 Related publications 2 ic006 coens chee ee RRO ana 21 Chapter 2 About Contact Center telephone administration 23 Setting up Contact Center with a two line display telephone 23 SYSIGM NOG anna 23 Lane TS daad oc tip ee SSE Shek RR OSE REE RE ren 24 Symbols and conventions used in this guide 0 00 seen eee 25 About telephone buttons 2224 44 4 ana ae vee eee ees 25 FERNE CORE Senegal aes 26 Programming a memory button with a Feature Code 0 00 cae eee 27 Feature Codes used by Contact Center supervisors 0 000e eee eee 28 Feature Codes used by Contact Center agents 0 0 e eee eee 30 Agent Feature Codes 2 ceeen Sek evsbicdbee ine du cles be s ket esniak 30 Chapter 3 Contact Center general properties 00 eee eee eee eee 31 To enable Contact Center using F9 8 0 0c cee ee 31 Setting Contact Center general properties 0000 c ee eee 34 Resermed channels euren a Ress 34 Celina Caer ID ccc aaa rn aa thee IT FE HERR 35 Setting the Supervisor Help request timeout 00 cee eee 36 Selecting skillsets supervisors can receive help requests from
27. PLAY Ok Tyre Norm Force FER OF AA Kes 1 CHHG DISABL HEST AA Fes disable CHHG HE T rer Kes B CHHG DISABL HEST Mbox Kes 9 CHHG CDISABL HEST MBox Kew disable CHHG HEST CCR Kesi 2 Tril CHHG DISAEL OK CCR Key disable CHHG OK Tyre Norm sfer Force FER Ok 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 Press HE T Press HE T Press HE T Press OK Press OK Press YES Press BIST Press OK Press YES Press GETG Press HORMAL Press 3 and press OK Press OK Press FER Press DISABL Press HE T Press HE T Press DISABL Press HE T Press DISABL Press OK Press OK Intelligent Contact Center Telephone Administration Guide 166 Chapter 10 Routing table administration Another ster 53 Press WES YES GUIT Ster 6 54 Press OTHR DIST GETG OTHE Ster 6 55 Press GOTO DISC FER GOTO Goto Steri 1 56 Press CHHG CHHG Ok Goto Steri 2 57 Press OK CHHG Ok Table complete 58 Press to end the session NN40170 600 Chapter 10 Routing table administration 167 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
28. Routing Table steps Step number Type of step Step parameters 1 Greeting Greeting 6 non business hours greeting Not forced play Intelligent Call Input Routing Basic 2 Disconnect There are no parameters for the Disconnect option To set up the Night Routing Table example Loa 1 Press l J9 8 8 BUET SL ees Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Pswd 2 Enter the user password and press OK RETR Ok Admin 3 Press OTHR MBO AA OTHR Admin 4 Press OTHR GLIST CCR OTHR Admin 5 Press EC FAH cc CC Admin 6 Press SKILL AGEHT SKILL OTHR Skillset 7 Enter the number of the skillset you want to set up and press OK RETRY QUIT Ok Status MKEMEE 8 Ifthe skillset is enabled press CHHG to disable it CHHG HET Press NEXT Skill mbox Pswd 9 Press HEXT to continue RESET HEAT Skill mbox Pswd 10 Press HET to continue RESET MEST Skillset Admin 11 Press OTHF FARM AGENT OTHR Intelligent Contact Center Telephone Administration Guide 168 Chapter 10 Routing table administration Skillset Admin 12 Press ROUTE ROUTE O
29. agent is on a call and urgently requires the help of a supervisor without alerting the caller that a supervisor is being called in It is not intended for routine consultations or when the agent is not on a Contact Center call A supervisor who receives a help request can accept deny or ignore it A request that is denied or ignored is escalated and a larger group of supervisors is notified of the request A supervisor can choose to escalate a request so that it is broadcast to other supervisors who may be better able to handle the request If a supervisor receives a request while they are not at their set their Ce 9 0 6 indicator flashes slowly to inform them of the missed request If a help request is escalated to a supervisor their Ce P 0 6 indicator flashes quickly to inform them of the request If the call for an escalated help request is still active the supervisor can accept the request by pressing the Ce 9 0 6 feature key They do not have to be monitoring agents at the time but can be answering Contact Center calls Note Supervisors who use Make Busy Ce P 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 monito
30. caller Off premise Message Notification notifies you of a message in a skillset mailbox NN40170 600 Chapter 12 Tips for operating Contact Center 191 How to calculate the longest time a caller can be on hold The formula used to calculate the longest wait time a caller can be on hold without hearing a greeting is maximum calls Wait Time I voice channels x maximum greeting length where e wait time is the longest time in seconds that a caller can be on hold without hearing a greeting e maximum calls is the maximum number of calls that Contact Center can normally handle Ina contact center where external calls are not transferred or forwarded to Contact Center the maximum number of calls is the same as the number of lines programmed to be answered by Contact Center Ina contact center where external calls are frequently transferred or forwarded to Contact Center the maximum number of calls is the total number of lines on the system For information about how calls transfer to a skillset see How incoming calls are sent to a skillset on page 47 e voice channels is the estimated number of voice channels available to Contact Center The minimum number of voice channels available is equal to the number of reserved channels you set up in General Contact Center parameters Additional channels that are not used by CallPilot can also be used For example even though you assign two reserved cha
31. can be a minimum of zero seconds and a maximum of 10 minutes The default Delay Answer time is 00 00 Primary Alert Secondary Alert Alert times are time limits for calls waiting in skillsets You can set the alert time for all calls for each skillset When the alert time has passed it produces a flash on a memory button indicator A slowly flashing indicator alerts you that a call has exceeded the Primary alert time A quickly flashing indicator alerts you that a call has exceeded the Secondary alert time The indicator stops flashing when the calls are handled You assign alert times in minutes and seconds There is no default value for alert times Secondary alerts must be greater than primary 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 Attendant extension The attendant extension is the extension used if a caller presses the Operator key during a greeting step a transfer step or while listening to a mailbox greeting The attendant extension is optional If you do not assign an attendant extension the call is sent to the system attendant extension Note You must enter an MWI DN before you enter an attendant extension If you enter an attendant extension without an MWI DN assigned you receive an error me
32. enabled Press RESET to reset the password for the skillset mailbox or press HEXT to continue 10 Press to end the session Intelligent Contact Center Telephone Administration Guide 56 Chapter 5 Setting up skillsets Disabling a skillset You must disable a skillset if you want to change the skillset properties or administer the lines If you disable a skillset no new calls go to the skillset Any calls that are in the skillset are distributed until the calls are ended To disable a skillset Loa 1 Press l J9 8 6 BON Bei ZUR Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Paud 2 Enter the user password and press OK RETR 0E Admin 3 Press OTHR MBO AA OTHR Admin 4 Press CC GLIST CCR co CC Admin 5 Press SKILL AGENT SKILL OTHR Skillset 6 Enter the number of the skillset you want to disable and press OK RETRY AJIT Ok Status Enabled 7 Press CHHG to change the status from enabled to disabled CHHG HET Status Disabled 8 The display shows that the skillset is disabled CHHG HET 9 Press to end the session NN40170 600 Chapter 5 Setting up skillsets 57 Changing skillset properties You cannot change the properties of a skillse
33. for lines answered by Contact Center Line answering 206 Record the Operator and Business Status settings Operator Business Status 199 Record the number of reserved channels and the Primary and General Contact Center Secondary Alert times parameters 198 Record agent ID agent name Priority supervisor status and skillset for each agent Contact Center agents 202 Record Control DN skillset name MWI ext Method Break Time and Delay Answer time limit Contact Center skillsets 200 Record agents assigned to the skillsets Skillset assignments 203 Record the skillset mailbox name skillset mailbox number MWI extension and skillset mailbox password Skillset mailboxes 204 Record the type of step and step parameters for Day and Night Routing Tables Routing Tables 205 Record Line Answering details Line answering 206 Note Make copies of these pages as required Intelligent Contact Center Telephone Administration Guide 198 Chapter 14 Contact Center Programming Record Feature Codes Feature code name Dialpad buttons Custom Feature Code Display Waiting Calls Ceje ojg TO gr Open Mailbox ejem QO Log on Log off Ceje fo 4 LJe 2 gt Supervise agents e 0 E LeJ __ __ Not Ready Ceje ojs Lejio __ _ Return to skillset on No Answer 9 EN Bussi Voicemail DN Ceje e 6 eJ Bb ae Operat
34. go to the previous menu a go to the next menu 6 cancel the session m m exit Note If at any time during a monitoring session you press a programmed memory key your monitoring session ends Do not press a memory key unless you want to end your monitoring session Note If you have the Reporting for Contact Center option enabled you can monitor and record call activity from a computer that is running Reporting for Contact Center You need a keycode to use Reporting for Contact Center Contact your vendor if you are interested in purchasing or trying Reporting for Contact Center An example of monitoring skillsets In the example shown here there are calls waiting in skillset 1 In this situation after you monitor the skillsets you can ask any qualified and available agents from another skillset to log on to skillset 1 until the calls in skillset 1 are handled 1 Pres 2 J 0 Skill 1 Enabled 2 Press HEXT to monitor skillset 1 Sa et In this example skillset 1 is enabled and appears on the display first If skillset 1 is not enabled press HEXT to go to skillset 2 To monitor the next skillset press SKILL at any time To monitor another skillset press GOTO and enter the skillset number 1 7 agents 3 The display shows the number of agents logged on to skillset 1 GOTO SKILL HEAT Press HET NN40170 600 Chapter 11 Monitoring call activity 181
35. has exceeded the first alert time e If the indicator is flashing quickly at least one call in the skillset has exceeded the second alert time For information about setting the wait times see Setting Contact Center general properties on page 34 For information about Primary and Secondary alert times see Primary and Secondary alert times in Skillset properties on page 48 Intelligent Contact Center Telephone Administration Guide 182 Chapter 11 Monitoring call activity Taking some Not Ready time If you use L OJEJ Not Ready you do not receive Contact Center calls You can program a Break Time which makes Contact Center automatically wait a short time before it routes the next call to you You use Break Time to complete any tasks such as paperwork required by the last call If you need some extra time use Not Ready to prevent Contact Center from routing another call to you Do not use the Do Not Disturb feature You can use Not Ready while a call is ringing on your telephone The call that is ringing on your telephone goes back to the skillset You can program a memory button with an indicator instead of pressing 9 For information about programming a memory button see Programming a memory button with a Feature Code on page 27 For more information about Break Time see Break Time on page 49 Note While you use Not Ready you still receive non Contact Center intercom and transferred cal
36. lt x gt represents the type of destination phone or extension Press PAGER or to choose a pager number destination Enter the pager number and press OK or to continue Press OK or to accept the destination pager number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or NN40170 600 Chapter 7 Off premise Message Notification 109 Shows CHHG HEST Hot ifi pager CHHG HET More dest VES HO Med tyre nem CHHG OK Med notify ADMIN SELECT 10 11 12 Press HEXT or to accept the default pager message represented by lt xxxx gt The default pager message sent by CallPilot is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging you or press EHHG or 1_ to change the pager message The combined limit is 30 characters for the pager telephone number and the pager message The display shows notification is set up to a pager Press HEXT or to continue Press YES if you want to set up another destination number or press HO if you do not want to set up another destination number Press OK or if you want to be notified when the skillset mailbox receives anew message or press CHHG or if you want to be notified only when the skillset mail
37. mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press OTHE Press OTHE Press CC Press AGENT Press 8 This option does not appear as a display button option Enter the agent s ID number and press OK The agent s name is displayed Press OUT You will see Logged out if the agent is logged in or Hot logged in if the agent is logged out 10 Press to end the session To delete an agent Log QUIT RETRY OK Fzud RETR OK Admin MBO AA OTHE 1 2 3 Press J 6 8 Enter the telset User ID that has voice mail administration rights and press OF For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press OTHR NN40170 600 Chapter 8 Setting up agents 129 Admin 4 Press OTHR GLIST CCR OTHR admin 5 Press CC FA CE CC Admin 6 Press AGENT AGEHT SKILL THR Agent Admin 7 Press DEL ADD DEL CHHG Agent ID 8 Enter the agent s ID number and press Ok DIR RETR Ok Or press DIF to search the directory KHAI 9 The agent s name is displayed Press DEL DEL QUIT Ag
38. other options see the table Playing skillset mailbox messages Norstar Voice Mail on page 82 3 Press to end the session The table Playing skillset mailbox messages Norstar Voice Mail shows the message options available to you during and after playing messages Playing skillset mailbox messages Norstar Voice Mail Option Button Available Available Description while after playing playing Back up Rewinds the message three seconds and resumes or 4 playing it lt lt lt Copy Sends a copy of the message to one or more mailboxes r 4 4 If you record an introduction it must be longer than three seconds COPY End of Goes to the end of the message Message Gr 4 gt gt gt gt gt gt Envelope Plays the information in the message envelope Envelope information includes the date and time the message was 4 4 sent and if the message is internal the directory name of the sender Erase Deletes the message currently playing If no messages or 4 4 are playing deletes the last message played Deleted messages remain in the skillset mailbox until the session ERASE ends Refer to Notes 1 and 2 on page 83 NN40170 600 Chapter 6 Setting up skillset mailboxes 83 Playing skillset mailbox messages Norstar Voice Mail Option Button Available Available Description while after playing playing Forward Advanc
39. request 00000e ee eee 187 Chapter 12 Tips for operating Contact Center 000 cece eee eee 189 Agent administration 22250 cee00 ee beceei cde eisbeoedbec Ese Lo dee ewes 189 Skillset administration oo un 2 asus ae ea aan ee 189 Contact Center greetings 0 0 cece eae 189 Routing Table administration 5 6 csc0ee eeeee sere er 190 Contact Center general parameters 000 cece eee 190 How to calculate the longest time a caller can be onhold 0 4 191 Tips to improve the efficiency of Contact Center 00000c eae aes 192 Chapter 13 Troubleshooting Contact Center 00 e eee eee eee eee 193 REBEL pasowe 4 c4eeerrebad ceed S94 4OREE SOR EEN ERY Sues BREE Sees 193 Resetting the Operator password 000 cece eee eee 193 MOGI MODOS aus area ER ae Khe eR SRS 194 Agent log on Probleme s gt 4uu ruur000 ana un nr nase 194 Important considerations about how agents use features 194 SKIEP PEDOME sense Ooi eecarna been tes en 196 Problems changing skillset properties 0 00 e eee ee eee eee 196 Chapter 14 Contact Center Programming Record 000se eee eee e eee 197 Feature CodeS Te eee ere Te Ter reer rr ere ree re rer 198 General Contact Center parameters 00 00 cece eee 198 Operator Business SINUS ou 26 ok cide deeb ees een 199 Contact Center stills s 2 00r 224 20 nee eke dwee cess 200 Contaci COnlar AGCIIS 12
40. seen een es 158 Adding a Disconnect stop user ea is bas ewes 161 Example of a Day Routing Table a 14 045 u a a sence send 163 Example of a Night Routing Table 000 cc eee nn 167 TCU A routino TANS yikes bu ei Ra teen ee ema E Some es RRR Meme 169 783582 Routing Table as leek ounee ead esaenew Peete anees aes 173 Setting the Service Modes for skillsets 0 000 cece eee ee 174 Chapter 11 Monitoring call activity lt lt csccccei snes ccs nennen 177 Monitoring agent calls with Silent Monitor 2 222222 sense nennen 177 Using Silent Monitor with Answer DN 0000 cece eee eens 178 Intelligent Contact Center Telephone Administration Guide 10 Contents HOMO IDS ernennen 178 Monitornng BRINGS za2 322 4 ye eee eyed e head So oks PW RR Ee REEY CaaS tae ees 179 An example of monitoring skillsets 0 00 0 ee 180 Using a memory button to monitor calls waiting in skillsets 181 Taking some Not Ready Im 2cccrds2cesd ernennt 182 Programming Not Ready to a memory button 0 2 00 eee ee eee 182 LOGGING OF asus ren ea rei darin 183 Changing your PASSWOR sou an ie a eS 183 SIDE Hessen acess Rae RETOR RARER ETAR ORA be EER 184 How Supervisor Help work 2 22204c8canceisceaseeeeredeaaeeaaeeees 184 Configuring SUBEIVESST Help caers esei oe se nee kiinaa bE wl bd ner bw 186 How to handle missed requests 000 c eee eee eee 187 An example of retrieving an escalated
41. selects skillset 2 In the second rule the Contact Center Administrator e selects the 24 Hour service mode e sets the timer to 2 minutes and 30 seconds e selects the skillset mailbox as the action Mode Conditions Action Explanation 24 Hour No Agents Move to Skillset 2 The call moves to skillset 2 if no agents are logged i on If agents are logged on and the call is not 24 Hour 02 30 Skillset Mailbox answered within 2 minutes and 30 seconds the call transfers to the skillset mailbox NN40170 600 Chapter 9 Intelligent Overflow Routing 137 Example 5 In this example calls to the contact center go to skillset 1 which is the company s help line If the call is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1 the call overflows to skillset 2 which is the service department If the call is not answered within an additional two minutes the call transfers to the skillset mailbox where the caller can leave a message The Contact Center Administrator creates two rules In the first rule the Contact Center Administrator selects the Day service mode sets the timer to 2 minutes and 30 seconds selects the Agents not logged in check box selects Overflow to skillset as the action selects skillset 2 In the second rule the Contact Center Administrator selects the Day service mode sets the timer to 4 minutes and 30 seconds select
42. the greeting or press PLAY orfi to listen to the greeting or press RETR or to re record the greeting 11 Press to end the session Intelligent Contact Center Telephone Administration Guide 80 Chapter 6 Setting up skillset mailboxes Deleting a Personalized mailbox greeting If you no longer need a Personalized mailbox greeting you can delete it To delete a Personalized mailbox greeting 1 Press peA 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 Ifyou use the CallPilot interface e Press to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface e Press AD IH or e Press GREET or e Go to step 4 Greeting options 4 Press REC or 1 REC CHOOSE CFD Greeting 5 Press PERS or 3 to choose a Personalized mailbox greeting PRIME ALT PERS Greeting 6 Enter the Personalized greeting number that you want to delete RETRY OF Pris Ree 7 Press DEL or to delete the greeting CHHG DEL OF 8 Press to end the session NN40170 600 Chapter 6 Setting up skillset mailboxes 81 Checking skillset mailboxes for messages Frequently check the skillset mailboxes for messages Only one agent can retrieve messages from each skillset mailbox at a time If different agents access the messages in the skillset mailbox thr
43. the other lower priority calls in the skillset have to wait even if agents become available during this time For example the longest waiting call which is the highest priority call gets routed to a Forced Play greeting Agents become available during the time that the highest priority call is played a Forced Play greeting The result is that no calls in this skillset are routed to an agent until the Forced Play greeting is finished playing to the highest priority call This guarantees that the highest priority call is answered before lower priority calls in the skillset e Ensure that an Intelligent Caller Input Routing Basic transfers calls to a skillset mailbox if you want callers to be able to press P to leave a message in a skillset mailbox Remember to mention in the greeting to press 9 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 Contact Center general parameters e Do not assign all the available voice channels as reserved channels Otherwise there will be no channels available for voice mail e A reserved or voice channel is used when aContact Center greeting is played to a
44. top Pswd Command line prompts on display telephones line of the display Underlined word in capital letters PLA on the bottom line of a two line display telephone Display option Available on two line display telephones Press the button directly below the option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option About telephone buttons This table shows the Business Series Terminal buttons Use the buttons that pertain to the type of telephone you use Button name T7100 T7208 T7316 M7100 M7208 M7310 M7324 M7100N M7208N M7310N M7324N Feature Feature Handsfree Bottom right hand Handsfree Case button i u ha Hold gt Hold as Volume Control CSN CE 6 K X Release er Ris ee You can enter J Feature or _Fx_ and the code to use a feature For example press Q to access your mailbox The T7100 works differently from other telephones on your system because it does not have line buttons Where other telephones require that you select a line button to answer a call on the T7100 terminal you pick up the handset Where other telephones require you to select a line button to take a call off hold you press on the T7100 terminal On T7100 terminals you can answer a second call by pressing gt Your active call is put on hold and you connect to
45. 12 Press YES to unconfigure the skillset YES HO Skillset 13 This display appears momentarily Unconfisured CC Admin 14 Press to end the session AGENT SKILL OTHR Intelligent Contact Center Telephone Administration Guide 64 Chapter 5 Setting up skillsets NN40170 600 65 Chapter 6 Setting up skillset mailboxes About skillset mailboxes Each skillset has a mailbox that stores messages left by callers A skillset mailbox is created automatically when you set up a skillset There is one skillset mailbox for each skillset The skillset mailbox number is the same as the Control Directory Number CDN of the skillset Skillset mailboxes have these Class of Service settings use the primary prompt language maximum message time is 15 minutes maximum message length is three minutes maximum message retention is 30 days maximum greeting length of one minute Off premise message notification enabled with a retry interval of five minutes and three attempts Outbound Transfer is disabled maximum number of incorrect password attempts is nine password expires in 90 days Networking is enabled if you have the Message Networking option enabled Personal Target Attendant is enabled Record Call is not enabled prompt language is Primary user interface is Norstar Voice Mail The default Class of Service for skillset mailboxes is 1 To prepare a skillset mailbox to receive messages Know the skillset mailbox nu
46. 15 Enter the start of the range and press Ok Enter the end of the range and press Ok Press HEXT to keep the agent at agent status or press CHHG and then HEST to give the agent supervisor status Press HEXT if you do not want calls to be force delivered to the agent or press CHHG and then HEXT if you want calls to be force delivered to the agent Press OK to accept BLIS Make Agent Busy as the Missed Call option or press LOGOUT to select Automatic Logout and press OK Press OK if you want prompting for Activity codes to be optional or press PRMPT if you want agents to be prompted and press OK NOTE This step appears only if you use Reporting for Contact Center Press to end the session Intelligent Contact Center Telephone Administration Guide 122 Chapter 8 Setting up agents 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 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 56 Dynamic Agent Priority Agents can have different priorities depending on which skillset they are logged onto For example when an agent is a member of the English skillset their priority can be 1 because they are fluent in English The same agent can have a priority of 3 when they are logged onto the Sp
47. 189 skillset mailbox 190 192 trademarks 2 Transfer 194 Transfer Allowed enabled 150 NN40170 600 Index 217 Troubleshooting agent log in problems 194 cannot change the Contact Center Skillset Parameters 196 Two line display using 23 V Voice channels 34 190 Intelligent Contact Center Telephone Administration Guide 218 Index NN40170 600
48. 210 2211 There are two ways to set up the WLAN Handset 2210 2211 for the Automatic Answer feature in a Contact Center environment e Place the WLAN Handset in the active idle state When the call is received by the WLAN Handset the handset automatically switches to the active off hook state and the call proceeds as normal Note In the active idle state WLAN Handset power consumption increases which causes a decrease in the life of the battery the time before a recharge is required The handset is not normally left in the active idle state except for special situations e Place the WLAN Handset in the standby state When the call is received by the WLAN Handset the handset automatically answers the call but it cannot maintain the call You must press the Power on Start Call key before the call is dropped after about 5 seconds to maintain the call If you do not press the Power on Start Call key in time the call is dropped The user must end every call by pressing the Power off End Call key to release the system resources e Norstar telephones If you use a headset calls ring at the telephone and the headset but calls go to the headset e Business Series Terminals If you connect the headset before you connect the telephone cable to the phone jack calls goes to the handsfree speaker If you plug in the telephone before you connect the headset calls go to the headset as long as you have initialized the headset by pressing the he
49. 40170 600 Chapter 6 Setting up skillset mailboxes 75 To record a Primary or Alternate skillset mailbox greeting Skillset name gt Greeting ortions FEC CHOOSE CFD Greeting PRIME ALT PERS Hot recorded Record new YES Ho QUIT Record greeting RETRY OK Accert greeting FETR PLAY OK 1 Press BBJ Follow the voice prompts or the display button options to open the skillset mailbox The skillset mailbox name appears briefly If you use the CallPilot interface e Press to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface Press HEMIN or e Press GREET or e Go to step 4 Press REC or fi J Press PRIME or to record the Primary greeting or press ALT or to record the Alternate greeting If you are changing a greeting the current greeting starts to play If this is the first time you are recording a greeting this display appears briefly Press YES or and record your greeting at the tone Press OF or to end the recording Press OF or to accept the recording or press PLAY or to listen to the greeting or press RETRY or to rerecord the greeting 10 Press to end the session Intelligent Contact Center Telephone Administration Guide 76 Chapter 6 Setting up skillset mailboxes Choosing a Primary or Alternate skillset mailbox greeting If you record a Primary and an Alternate sk
50. 408 tkir EEEE HERI SEEDED Cea EES eee nees 202 Skillset asc OMME spairn en lau 203 Skillset Malle sose aoe ee ai ES 204 NN40170 600 Contents 11 POUMO Tables garnieren 205 LNS anon eek nk bese eS 206 GOSSA 2222 unse ansehen 207 i ee ee Ser Tr eT rrr rr errr TT errr re rr rer 213 Intelligent Contact Center Telephone Administration Guide 12 Contents NN40170 600 13 Chapter 1 Getting started About this guide The Intelligent Contact Center Telephone Administration Guide describes how to set up and configure Contact Center on a Business Communications Manager BCM using telset based administration The information in this document applies to both the BCM50 and the BCM450 platforms running BCM Release 5 0 About Contact Center Contact Center is an application that handles incoming calls as efficiently and economically as possible Contact Center answers calls then routes the calls to agents in a skillset that most closely matches the needs of the caller Contact Center routes calls based on the origin of the call the destination of the call or the information entered by the caller Callers can be given high or low priorities Callers can overflow to different groups or skillsets of agents transfer out of the system leave a message and hear announcements and informative messages You can program Contact Center using any two line display telephone on your telephone system You can also use the web based Ca
51. 5 Press CL FAR co CC Admin 6 Press SKILL AGENT SKILL OTHR Skillset 7 Enter the number of the skillset you want to assign several agents jase Ok to and press OK Status KKKXXXX 8 The display shows whether the skillset is enabled or disabled pe NEST You must disable the skillset before you make changes to it To disable a skillset see Disabling a skillset on page 56 Press HEST to continue Skillset Admin 9 Press AGEHT FARM AGENT FOUTE Agent Skillset 10 Press Abb ACD DEL LIEW Add Agent 11 Press FAHGE IMDT RANGE QUIT Start agent 12 Enter the ID number of the first agent you want to assign and press RETRY OK OK End agent 13 Enter the ID number of the last agent you want to assign and press RETRY Ok Ok NN40170 600 Chapter 8 Setting up agents 125 Priority 18 14 This display shows the dynamic priority level of the agent HN eal Press OK to accept 10 as the agent s priority level in the skillset or press CHHG and enter a priority level from 1 20 10 is the default x added 15 This display appears briefly Add Agent 16 Press to end the session IMDT RANGE QUIT Assigning agents to a skillset using Auto Login Use the Auto Login feature to assign agents to skillsets This action can only be performed using CallPilot Manager Using Auto Login agents can log in automatically to preconfigured sets and skillsets and DNs on start u
52. 70 Skillset mailbox password as asiricrininerernia naika ipa eee 71 Changing a skillset mailbox password 0 000 cece cece eee eens 71 Resetting a skillset mailbox password 0 0 00 e eee ee ee 72 Recording skillset mailbox greetings 0 0 cee eee eee 74 Examples of Primary and Alternate greetings 00 0 eee ee eee 74 Choosing a Primary or Alternate skillset mailbox greeting 00 76 Recording a Personalized skillset mailbox greeting 00 eee ee eee 78 Deleting a Personalized mailbox greeting 0 0 0 cee ee eee 80 Checking skillset mailboxes for messages 0 cece eee 81 Playing skillset mailbox messages 0000 cee eee 82 Retrieving erased messages 0 00 eee nennen eee 85 Replying to messages sick ee ana 86 Replying to an internal caller anaana eee ees 86 Using the Reply feature to reply to an external caller 2222222 88 Chapter 7 Off premise Message Notification 0 00 eee eee eee 89 About Off premise Message Notification 0 0c eee ee 89 Assigning an outdial method to a skillset mailbox 2 00000 eee eee 90 Off premise Message Notification parameters 0 0 cece ene 91 Setting up Off premise Message Notification 00 0 cee ees 92 NN40170 600 Contents 9 About setting up Off premise Message Notification to a pager number 97 Changing Off pr
53. ADMIN SELECT Modi fyirager CHHG HET Destination PHOWE EXT PAGER HHHMH RETR OK Hotifyicx gt CHHG HEST More dest VES HO 1 Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press AD IH or to change Off premise Message Notification The displays shows the first destination type and destination number Press CHHG or to change the destination type and the destination number Choose the type of destination number press PHOHE or to choose a telephone number 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 RETR or to re enter the number Press HEXT or to continue Press YES or if you want to set up another destination and repeat steps 6 through 8 or press HO or if you do not want to set up another destination NN40170 600 Chapter 7 Off premise Message Notification 107
54. AHHAR CHHG HET Skill mbox Pswd RESET HET Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OWFLW UNC Route Table DAY HIGHT QUIT Day routing SETUP QUIT Ster x DIST DIST OTHE Ster x DISC FER GOTO 1 10 11 12 13 14 15 Press e l Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press UTHE Press THE Press CL Press SKILL Enter the number of the skillset you want to add a Greeting step to and press OK If the skillset is enabled press CHHG to disable it Press HEMT Press HEXT to continue Press OTHER Press KOUTE Press DAY or HIGHT In this example Day is shown Press SETUP Press OTHE Press FER Goto appears only if this is not the first step Continued on next page Intelligent Contact Center Telephone Administration Guide 160 Chapter 10 Routing table administration Ster x EXTH MBO OTH Route Table DAY HIGHT QUIT 16 Add the type of transfer step you want to the Routing Table To transfer to an extension e Press EXTH e Enter the extension number and press Ok To transfer to a mailbox e Press MBO e Enter the mailbox number and press OK
55. ETR PLAY OK Tyre Force Horr FER OK Tyre Horr Force FER Ok Another ster YES QUIT Ster 2 DIST GETG OTHR Dist time BBA CHHG OK Dist time mms RETR OK Dist time 91 98 CHHG Ok Another ster VES QUIT Ster 3 DIST GETG OTHR Greeting tyre EWT HORMAL CO 9reetindg x RETRY OK CC 9reetindg x RETR PLAY OK Tyre Norm Force FER OF 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Press HE T to continue Press OTHR Press ROUTE Press DAY Press SETUP Press HORMAL Press GETG Enter the number of the greeting you want to use and press OK Press OK Press Force and press DE Press OK Press ES to continue to build the table Press DIST Press CHHG Enter 0100 and press OK Press OK Press YES Press GETG Press HOEMAL Enter the number of the greeting you want to use and press OK Press OK Press FER NN40170 600 Chapter 10 Routing table administration 165 AA Kes 1 CHHG DISABL HEST Ofer Key B CHHG DISABL HEST Mbox Kew 9 CHHG DISABL HEST CCR Kesi 2 Tril CHHG DISABL ok Tyre Norm sfer Force FER Ok Another ster YES QUIT Ster 4 DIST GETG OTHE Dist time Baise CHHG OK Another ster YES QUIT Ster 5 DIST GETG OTHE Greeting ture EWT HORMAL CC greeting RETR OK CC 9reeting 3 RETR
56. EXT CHNGE BACK Features List NEXT SHOW BACK Entitlement Code NEXT SHOW BACK 1st NEXT CHNGE BACK 1st CANCL RETRY OK 2nd NEXT CHNGE BACK 2nd CANCL RETRY OK 3rd NEXT CHNGE BAC KJ 3rd CANCL RETRY OK 1st 12345678 NEXT CHNGE BAC KJ 10 11 12 13 14 15 16 17 18 19 20 21 22 23 In this example the feature is VM Seats Press CHHGE to enter the feature data value The current feature data value is displayed Press CHHGE to enter the new feature data value For example if you have two voice mail seats enter 2 Enter the new feature data value Press OK to accept the data feature value The new feature data value are displayed Press BACK to return to the feature Press HE T to scroll through the feature list and select the feature you want Repeat steps above to add more features Add all features and feature data values before you enter the keycode After you add all of the features you have purchased press BACK The Features List is displayed Press HEXT to continue to the Keycode display Press SHOW to enter the keycode The keycode is a 24 digit code Enter the keycode in three 8 digit sets Press CHHGE to enter the first eight digits of the keycode Enter the first eight digits of the keycode and press OK Press CHHGE to enter the second set of eight digits o
57. Feature Codes A memory button indicator is the triangle next to a memory button You can use memory buttons to monitor call activity and view the Login Logout and Not Ready status of agents For information about how the status appears see the Intelligent Contact Center Agent Guide NN40040 101 For information about using programmed memory buttons to monitor call activity see Primary and Secondary alert times in Skillset properties on page 48 To program a memory button Program Features Press a button QUIT Feature Code QUIT F GUIT CLEAR Programmed 1 Press BJ Do not lift your handset The display shows Program Features Press a memory button with an LCD indicator Press Enter the Feature Code number that you want to program For example enter 9 0 QJ to program the Display Waiting Calls Feature Code See the tables Feature Codes used by Contact Center agents on page 30 and Agent Feature Codes on page 30 for the Feature Codes Repeat steps 1 through 5 for each Feature Code you want to program The display shows that the button is programmed and then ends the session Use the paper labels that come with your telephone to identify the programmed button To use the Feature Code press the labeled button Intelligent Contact Center Telephone Administration Guide 28 Chapter 2 About Contact Center telephone administration
58. Feature Codes used by Contact Center supervisors Use this Feature Code To Open Mailbox Ce eeji e open skillset mailboxes e record skillset mailbox greetings e listen to messages in the skillset mailbox Operator Settings J ejeje e set or change the operator extension e indicate whether the operator is available e select the day and night service modes for skillsets e change the password for Operator Settings For more information about the Operator Feature Code see Setting the Service Modes for skillsets on page 174 and Resetting the Operator password on page 193 Voicemail DN Ce ejeje e display the skillset mailbox number Control DN for each skillset e display the extension for Message Waiting Indication for the skillset mailbox e reset the passwords of the Contact Center Administrator and the operator For more information about the Control DN see Determining a skillset mailbox number on page 66 For more information about resetting the Operator and Contact Center Administrator passwords see Resetting the Contact Center Administrator password on page 41 and Resetting the Operator password on page 193 Display Waiting Calls Skillset Status e view real time status information about skillsets You can see how busy your contact center is so that you can adjust skillset staffing 9 0 e view whether a skillset is enabled or
59. HE Skillset RETR QUIT OK Status KMKMEHM CHHG HET Skill Mbox Fsud RESET HET Skillset Admin FARM AGENT OTHR Agent Skillset ADD DEL PRI ME KXXX MEAT PREW MIEW 1 10 11 12 13 Press e l Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press OTHE Press OTHE Press CC Press SKILL Enter the number of the skillset you want to view and press OK The display shows whether the skillset is enabled or disabled Press HEXT to continue Press NEXT to continue Press AGEHT Press FEI The display shows the agent with the lowest ID number in the skillset and the agent s current priority Press HET to see the next agent or FREI to see the previous agent Press to end the session Intelligent Contact Center Telephone Administration Guide 128 Chapter 8 Setting up agents To log an agent off Log QUIT RETRY OK Fzud RETRY OK Admin MBO AA OTHR Admin GLIST CCR OTHR Admin FAH co CC Admin AGENT SEILL OTH Agent Admin ADD DEL CHHG Agent IDI xx DIR RETRY OK SEM OUT QUIT 1 Press e Enter the telset User ID that has voice
60. Hight start hhmm 41 Enter the Night Routing Table start time and press OK RETRY oe This is a four digit field Add a zero to any single digit hour or minute Hight hmm Kxxx 42 Press AM or PM RETRY AM FM Mo XXMKE KAXEP 43 The display shows the Monday Routing Table start times u ame Dee Press CHHG to change the start times and follow steps 40 through 43 or press 24HR to use 24 hour service for Monday or press HE T to continue Tu KRSKSCHEKKP 44 The display shows the Tuesday Routing Table method u ee ESL In this example the Routing Table has Day and Night Routing Table start times programmed Tu XMEMECMMEEP 45 Press CHHG to change Day or Night Routing Table start times CHHG 24HFE HEST or press 24HR to use 24 Hour mode for Tuesday or press HE T to continue Mos 24 hour 46 The display shows the Wednesday Routing Table method An Ben Continue to change the Routing Tables start times for each day of the week 47 Press to end the session Unconfiguring a skillset If you unconfigure a skillset you erase the programming for the skillset You can then reprogram the skillset Intelligent Contact Center Telephone Administration Guide 62 Chapter 5 Setting up skillsets When you unconfigure a skillset the system e erases the skillset Routing Table e unassigns the skillset agents e erases the skillset mailbox and all the messages in it e makes the CDN available so it can b
61. IST CCR CC CC Admin 5 Press SKILL AGENT SKILL OTHR Skillset 6 Enter the number of the skillset you want to set up and press OK RETR QUIT Ok Status uninit 7 Press SETUP SETUP QUIT SKILL 8 Press CHHG to assign a name to the skillset CHHG HEAT or press HEXT if you do not want to assign a name to the skillset and go to step 10 If you do not enter a skillset name the skillset name defaults to SKILLx where x is the skillset number as shown here Skillset name 9 Enter the skillset name and press Ok For information about RETRY BESP ok entering characters on the dialpad see Using the dialpad on page 24 HHHH 10 The skillset name is displayed CHHG HEAT Press NEXT CDH 11 Enter the CDN of the skillset and press OK RETR Ok CDM xx 12 Press HEXT CHHG HEAT Intelligent Contact Center Telephone Administration Guide 52 Chapter 5 Setting up skillsets MWI exti xx 13 If you want to assign an MWI extension press CHHG CHHG HEST or if you do not want to assign an MWI extension press HEXT and go to step 15 You must assign an MWI extension if you plan to assign an attendant extension Ext 14 Enter the extension of the telephone you want to use for MWI and RETRY Ok press OF MWI exti xx 15 Press HEST CHHG HET Method Least busy 16 Press CHHG to change the method of call distribution to Preferred ER Est Prefer and press HEAT or press HET to acc
62. K or Enter the skillset mailbox password and press GE or Intelligent Contact Center Telephone Administration Guide 70 Chapter 6 Setting up skillset mailboxes Opening a skillset mailbox remotely To open a skillset mailbox from an outside telephone If a skillset mailbox is a Mailbox node in a CCR Tree enter the digits and you automatically transfer to the skillset mailbox or Call an Operator receptionist or subscriber and ask them to transfer you to the skillset mailbox number using e 8 6 amp 6 After you reach the skillset mailbox press during the greeting to open the skillset mailbox If you are in Europe or Australia press At the voice prompt enter the skillset mailbox number and password and press Follow the voice prompts To open a skillset mailbox directly from an outside telephone Follow either procedure to open a skillset mailbox remotely 1 2 Call a telephone line that is answered by the Automated Attendant Press during the Automated Attendant Menu prompt If you are in Europe or Australia press Enter the skillset mailbox number and password and then press f Follow the voice prompts or Call your extension number Press during your personal greeting If you are in Europe or Australia press Enter the skillset mailbox number and password and then press f Follow the voice prompts NN40170 600 Chapter 6 Setting up skillset mailboxes 71 Skillset mail
63. N BIER une ee eh er 156 Sala TIBEr S O a 159 To add a disconnect Sep rn rn 161 To set up the Day Routing Table example cccceceeesecceeeeeeeeeeeeeeseeneeeeetseeeeeeeens 163 To set up the Night Routing Table example u an 167 To review Routing Table Steps nee a 170 To modily Routing Table SIOPS u 171 To set the Service Mode for a skillset uu 24244n440nnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnnnnnn 175 Monitoring Call activity 2 4 uu sun ann 177 TS 221 up Silent Monitor oh BEN an ee 178 To mOn eos 0s reer ee eee Meee rer er eer ere ee er eer ree mere eer re tert er eer Tre 180 To monitor calls using a one or two line telephone ceceeseeceeeeeeseeeeeeeteeeeeeeeee 181 MUS UE det sch E dean sacra aia E A E ata tacos A suns stcamaunns 182 WOO G Gi vrcssccicastesctcconnt RER EEE E mereconoemmetentamene 183 NN40170 600 Task List 5 Toonane Fer PaaS ccc eee 183 To handle Supervisor help raqueste nase anne m 186 Tips for operating Contact Center 00 eee eee eee 189 Troubleshooting Contact Center 200 e eee eee eee 193 To reset ihe Operator pass Word run 193 Contact Center Programming Record 000s ee ee eee eens 197 E o le EEE EEE 207 Intelligent Contact Center Telephone Administration Guide 6 Task List NN40170 600 Contents Chapter 1 Getting Stared ccccciccateiestenedascdeveces en tees aan 13 ADONE OUO e 434 ar Ra PRG 13 Abo t
64. THR Greeting ture EWT HORMAL CC 9reetindg x RETR OK CO 9reetindg x RETR PLAY OK 1 10 11 12 13 14 15 16 17 Press e l Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press UTHE Press THE Press CL Press SKILL Enter the number of the skillset you want to add a Greeting step to and press OK If the skillset is enabled press CHHG to disable it Press HEMT Press HEXT to continue Press OTHER Press KOUTE Press DAY or HIGHT In this example Day is shown Press SETUF Press GETG Press HOEMAL Enter the number of the greeting you want to use and press OK Press OK NN40170 600 Chapter 10 Routing table administration 153 Tyre Horr Force FER OF AA Key 1 Tell CHHG DISABL HEST AA Fes disable CHHG HET AA Kes FETR OK AA keui x CHHG DISABL HEST Ofer keui El CHHG DISABL HEST OFer Kew RETR ok OFer Resi x CHHG DISABL HEST 18 19 20 21 22 23 24 Assign the parameters for the Greeting step e Ifyou want to use Norm press OK and go to step 34 e If you want the Greeting to be forced press Force press DK
65. The maximum time a call can wait is 59 59 When a call enters a skillset the timer starts at 00 00 Overflow rules are applied according to the time a call is in a skillset not according to the total time a call is in the system For example if you set up skillset 1 to move a call to skillset 2 after five minutes and you set up skillset 2 to move a call to skillset 1 after two minutes a call in skillset 1 will be moved to skillset 2 after five minutes The call will move back to skillset 1 after an additional two minutes then back to skillset 2 after an additional five minutes e Whether there are agents logged on to the skillset If there are no agents logged on to the skillset the call is sent to the destination that you specify If you select the Agents Not Logged In check box the overflow rule applies if there are no agents logged on to the skillset If you do not select the Agents Not Logged In check box the overflow rule applies if there are agents logged on to the skillset Intelligent Contact Center Telephone Administration Guide 134 Chapter 9 Intelligent Overflow Routing Note You can select both conditions within the same rule The rule applies when both conditions are met Action When Intelligent Overflow Routing determines that a condition is met for the call the call goes to the destination you specify Possible actions are moving the call to a new skillset The caller hears the greetings for the new skil
66. Type of step Step parameters Greeting Distribution Transfer Disconnect Go To Intelligent Contact Center Telephone Administration Guide 206 Chapter 14 Contact Center Programming Record Line answering Line Skillset of rings 0 to 12 for Caller ID minimum 2 rings NN40170 600 207 Glossary AA See Automated Attendant Agent An agent is a person who is assigned to answer calls for one or more skillsets in your contact center Agent ID When you add an agent Contact Center assigns an agent ID number you use to identify the agent The agent uses their agent ID number and password to log on when they are ready to receive calls Alert times Alert times are time limits that you assign for calls waiting in skillsets If a call exceeds the Primary or the Secondary alert time limit a programmed memory button indicator flashes A slow flash means that a call has exceeded the Primary alert time A quick flash means that a call has exceeded the Secondary alert time Attendant The attendant is the person who you assign to answer an extension number The attendant can be a receptionist operator or target attendant Automated Attendant AA The Automated Attendant is an automatic answering service AA answers incoming calls with a Company Greeting and a menu of op
67. UTE OWFLW UHCF Overflow rules 12 Press DEL ABD CHHG DEL Humber to erase 13 Press SIHGLE to erase one rule and go to step 15 SIHGLE ALL or press HLL to erase all the overflow rules for the skillset and go to the next step Erase all rules 14 Press YES to erase all the overflow rules for the skillset and go to ES bed step 17 Erase rule 15 Enter the number of the rule you want to delete and press OK RETRY OF NN40170 600 Chapter 9 Intelligent Overflow Routing 145 Erase rule i 16 Press OK to confirm the deletion CHHG OF or press CHHG and enter the number of the rule you want to delete 17 Press to end the session Intelligent Contact Center Telephone Administration Guide 146 Chapter 9 Intelligent Overflow Routing NN40170 600 147 Chapter 10 Routing table administration Routing tables determine how the system answers holds and routes incoming calls to agents in your contact center You set up routing tables to handle incoming calls for each skillset A call in a skillset receives the treatment specified by the routing table The treatment can be a combination of greetings transfers and being on hold If an agent becomes available the call is sent to the available agent Each skillset has a Day and a Night Routing Table Set up the Day Routing Table for your business hours Set up the Night Routing Table for your non business hours The maximum number of steps you can add to
68. WFLW UMC Route Table 13 Press HIGHT DAY HIGHT QUIT Hight routing 14 Press SETUP SETUP QUIT Greeting ture 15 Press H RMAL EWT HORMAL Ster 1 16 Press GETG DIST GRTG OTHE CC 9resting x 17 Press 6 and press QE RETRY Ok CC 9reeting x 18 Press OK RETR PLAY Ok Tare Horn 19 Press FER Force SFER OF AA Kes 1 20 Press NEXT CHHG GISABL HEAT Orer Key A 21 Press HEXT CHHG GISABL HEAT Mbox Kewl 9 22 Press NEXT CHHG GISABL HEAT CCR Keyl Tri il 23 Press Ok CHHG DISABL Ok Tyre Horm Kfer 24 Press OK Force FER Ok Another ster 25 Press WES YES GUIT Ster 2 26 Press OTHR LIST GRTG OTHE Ster 2 27 Press DISC DISC FER G T Disconnect 28 Press OK Ok Route Table 29 Press to end the session DAY HIGHT QUIT NN40170 600 Chapter 10 Routing table administration 169 Changing a routing table Note You can add and delete steps to a routing table after the initial set up You must disable the skillset and then make necessary changes You must disable a skillset before you can change its routing table To disable a skillset see Disabling a skillset on page 56 To Follow the procedure Review steps To review Routing Table steps on page 170 Modify steps To modify Routing Table steps on page 171 Erasing a routing table To erase a Routing Table on page 173 Intelligent Contact Center Telephone Administration Guide 170 Chapter 10 Rou
69. Y OK Fzud RETR ok Admin MBO AA OTHR Admin GLIST CCR OTHER Admin FAX C CC Admin AGENT SKILL OTHE Skillset RETR QUIT Ok Status KMKMEHM CHHG HET Skillset Admin FARM AGENT ROUTE Asent Skillset ADD DEL LIEW HIKE HEST PREL WIEN Priorites CHHG OK Priorite CHHG OK 1 10 11 12 13 14 Press e Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press OTHE Press OTHE Press CC Press SKILL Enter the number of the skillset you want to view and press OK The display shows whether the skillset is enabled or disabled Press HEXT to continue Press AGEHT Press WIEW The display shows the agent with the lowest ID number in the skillset You can press HET to see the next agent or PREL to see the previous agent or press IEW to change the priority of the agent Press CHHG to change the priority of the agent Press OF Repeat steps 11 to 13 to change other agent s priority Press to end the session Intelligent Contact Center Telephone Administration Guide 132 Chapter 8 Setting up agents NN40170 600 133 Chapter 9 Intelligent Overflow Routing Use Intelligent Overflow Routin
70. a routing table is 20 You can record the routing table steps you create in Routing Tables on page 205 Note You can add and delete steps to a routing table after the initial set up You must disable the skillset and then make necessary changes Setting up DID routing You can route calls based on their Direct Inward Dialing DID number DID is the ability to make a telephone call directly into an internal extension without having to go through the operator To route DID calls set up a DID target line and assign the target line to a skillset To set up DID routing for BCM 1 In Element Manager set up a DID target line For information about setting up a DID target line see the Nortel Business Communications Manager 5 0 Administration and Security Guide 2 In CallPilot Manager configure the target line number to be answered by Contact Center For information about configuring lines see Configuring lines on page 39 Intelligent Contact Center Telephone Administration Guide 148 Chapter 10 Routing table administration Fax Detection Contact Center can detect fax calls and route them to a skillset mailbox If you want Contact Center to detect incoming faxes you must make your first routing table step e a Greeting step e with Forced Play e without a transfer e with a greeting that is a minimum of 11 seconds long Fax Detection applies only if a fax machine is attempting to transmit a fax at the start
71. activity 187 How to handle missed requests When a supervisor s Supervisor Help LCD indicator is flashing the supervisor can retrieve escalated or missed Supervisor Help requests If there are one or more requests Contact Center shows all of the requests Escalated requests for calls that are still active are shown first from the oldest to most recent After that missed requests are shown from the oldest to the most recent A supervisor can accept the call by pressing the YES softkey After the supervisor accepts the request the request no longer appears to other supervisors who are retrieving help requests Their displays show the next escalated request or the first missed request if there are no more escalated requests or No help requests if there are no more missed requests For a missed request the prompt xx aname asked appears and the supervisor can retrieve information about the call by pressing the IMFO softkey or can move to the next request by pressing the HEXT softkey An example of retrieving an escalated request The supervisor launches the Supervisor Help feature by pressing the Supervisor Help F906 feature key 1 Launch the Supervisor Help feature by pressing 2 0 6 Jor the F906 memory button on your telephone Help xx 2 The display shows the ID and name of the agent requesting help Amy eS ba Press YES to accept the help request or press IHF to see more information about the re
72. adset button and then the release button Calls always ring at the set Every time you reconnect the headset you must initialize the headset e T7316e This type of telephone is safe to use for Automatic Answer Intelligent Contact Center Telephone Administration Guide 196 Chapter 13 Troubleshooting Contact Center Silent Monitor If agents answer calls using features like Answer DN or Call Pickup on a set they are not logged onto you cannot monitor these calls You can do monitoring for wireless sets including Companion KIRK and DECT sets only if the agent logs onto the set Skillset problems Problems changing skillset properties If you cannot change a skillset s properties there are two possible reasons e The Contact Center skillset is enabled You must disable the Contact Center skillset before you can change the skillset properties e The skillset mailbox has the wrong extension number Refer to Determining a skillset mailbox number on page 66 for how to determine a skillset s extension number The extension number of the skillset mailbox must be the same as the Control DN of the skillset If the skillset mailbox has the wrong extension you cannot change the properties for a skillset mailbox NN40170 600 197 Chapter 14 Contact Center Programming Record For this programming task see on page Record the Feature Codes used by Contact Center Feature Codes 198 Record the line information
73. and Security Guide Enter the user password and press OK Press MBO Press CHHG Enter the skillset mailbox number or press DIF to use the Company Directory Press HEXT until you see this display Press CHHG Press HEXT if you want to use a line as the outdial method or press CHHG if you want to use a line pool as the outdial method and then press HEXT Enter the Line or Pool number and press OK Line numbers must be between 1 and 500 Although line pools have a letter such as A B or C Contact Center accepts only numbers If you enter a line pool use 1 for A 2 for B 3 for C and so on Press OK 10 Press to end the session Off premise Message Notification parameters You can set up the parameters for Off premise Message Notification from any tone dial telephone The parameters are destination type phone extension or pager destination number phone extension or pager time range for receiving calls at telephone numbers or extensions Pagers are notified any time there is a qualifying message Intelligent Contact Center Telephone Administration Guide 92 Chapter 7 Off premise Message Notification types of message you want to receive all new messages or just urgent messages Note The restrictions that apply to your telephone line also apply to Off premise Message Notification numbers For example if you cannot dial long distance telephone numbers from your telephone you cannot ha
74. anish skillset and a priority of 6 when they are logged onto the German skillset If the method of call distribution for the skillset is Preferred the agent with the highest priority receives the call The agent priority ranges from 1 to 20 1 is the highest agent priority for the most qualified agents The default value is 10 To assign an agent to a skillset Loa 1 Press Le J 9 8 8 SUL RETRY OK Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Paud 2 Enter the user password and press OK RETRY Ok Admin 3 Press OTHR MBO AA OTHR Admin 4 Press OTHR GLIST CCR OTHR Admin 5 Press CL FAY cc CC Admin 6 Press SKILL AGEHT SKILL OTH Skillset 7 Enter the number of the skillset you want to add an agent to and RETRY QUIT Ok press OK SLaLus MEEK 8 The display shows whether the skillset is enabled or disabled CHHG HEST You must disable the skillset before you make changes to it To disable a skillset see Disabling a skillset on page 56 Press HEST to continue NN40170 600 Chapter 8 Setting up agents 123 Skillset Admin FARM AGENT FOUTE Agent Skillset ADL DEL WIEW Add Agent THOT FANGE QUIT Agent ID DIR FETE ok SEK HEST
75. are assigning a pager destination number from behind a PBX remember to insert a 9 depending on your system before the to access an outside line There is a combined limit of 30 characters for the pager telephone number and the pager message For example to reach your pager enter HAIG SJE He Bj 4 HB where specifies the next digits are special characters recognizes dial tone specifies that the next digits are the numbers to be dialed 6 6 ft JG 4 is the pager telephone number dialed ee inserts a timed pause Depending on the company supplying your paging service the programming sequence can vary For more information about setting the destination telephone number parameters for your pager contact your pager company To set up Off premise Message Notification to a pager 1 Press PeBe Follow the voice prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Med notify 3 Press ADMIN or 1 to set up Off premise Message Notification ADMIN SELECT Intelligent Contact Center Telephone Administration Guide 98 Chapter 7 Off premise Message Notification
76. ator creates two rules In the first rule the Contact Center Administrator e selects the Day service mode e sets the timer to 10 seconds e sets Overflow as the action e selects skillsets 2 In the second rule the Contact Center Administrator e selects the Day service mode e sets the timer to 30 seconds e selects the skillset mailbox as the action Mode __ Conditions Action Explanation Day 00 10 Overflow 2 The call overflows to skillset 2 if the call is not z r answered within 10 seconds The call goes to the Day 00 30 Skillset Mailbox skillset mailbox if it is not answered within an additional 20 seconds Intelligent Contact Center Telephone Administration Guide 140 Chapter 9 Intelligent Overflow Routing To add Overflow rules Log QUIT RETRY OK Fzud RETRY OK Admin MBO AA OTHE Admin GLIST CCR OTHER Admin FAK cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT OK Status KMKHEKHM CHHG HET Skill mbox Pswd RESET HET Skillset Admin FARM AGENT OTHR Skillset Admin ROUTE OWFLW UNCF Overflow rules ADC CHHG DEL zri MODE DAY HIGHT 24HR 201 Method TIME HOAGHT BOTH 1 10 11 12 13 14 Press e Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the N
77. ber the Automated Attendant an operator a CCR Tree If you choose Transfer to Auto Attendant and have a CCR Tree assigned to the Auto Attendant Greeting Table the call automatically transfers to the Home node of the CCR Tree The Contact Center caller will not hear the Auto Attendant greeting If you want the caller to hear the Auto Attendant greeting when you choose Transfer to Auto Attendant as a step in the greeting table select one of the following methods Choose Transfer to Auto Attendant and set the CCR Tree to None in the Auto Attendant greeting table setup Choose Transfer to Auto Attendant and assign a CCR Tree to the Auto Attendant greeting table Record the prompt of the CCR Tree Home node so it is the same as the Auto Attendant company greeting that is skipped when the caller is transferred to Auto Attendant Insert a Contact Center greeting step right before the Transfer to Auto Attendant step in the skillset routing table This Contact Center greeting would be recorded the same as the Auto Attendant company greeting Create a specific Auto Attendant table and CCR tree for Contact Center callers that transfer to Auto Attendant NN40170 600 Chapter 10 Routing table administration 159 To add a Transfer step Log QUIT RETRY OK Fzud RETR ok Admin MBO AA OTHE Admin GLIST CCR OTHER Admin FAX cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT Ok SLaLus K
78. bers press OTHF and repeat steps 4 and 5 Press to end the session NN40170 600 Chapter 7 Off premise Message Notification 111 Adding a destination number Use this procedure if you have set up Off premise Message Notification and you want to add another destination number You can have up to five destination numbers Intelligent Contact Center Telephone Administration Guide 112 Chapter 7 Off premise Message Notification To add a destination number 1 Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox 2 Ifyou use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Med notify 3 Press AD IH or to set up Off premise Message Notification ACMIH SELECT Hoti funds 4 Press HEXT or to continue CHHG HET More dest 5 Press YES or to set up another destination number WES HO Hotifgz 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 telephone number on page 93 or To set up Off premise Message Notification to an extension on page 95 or To set up Off premise Message Notificati
79. box password To decrease the chances of unauthorized access to a skillset mailbox change its password regularly Nortel suggests every 30 days Keep a written copy of the skillset mailbox passwords in Skillset mailboxes on page 204 Give the skillset mailbox passwords only to the agents who retrieve messages at your contact center For security reasons choose an uncommon password not a predictable password like 1234 or 1111 If someone knows a skillset mailbox password they can access the skillset mailbox and play or delete messages They can also access CallPilot and use it fraudulently or disrupt service Changing a skillset mailbox password You can change a skillset mailbox password at any time A password must be from four to eight digits long and cannot start with zero Intelligent Contact Center Telephone Administration Guide 72 Chapter 6 Setting up skillset mailboxes To change a skillset mailbox password 1 Skillset name gt 2 3 Psu 4 RETRY OK Again 5 RETRY OK Password OK 6 7 Press PBJ 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 8 4 to open the Mailbox Password menu e Go to 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
80. box receives an urgent message Press CC to end the session Intelligent Contact Center Telephone Administration Guide 110 Chapter 7 Off premise Message Notification Deleting a destination number If you have more than one destination number for Off premise Message Notification you can delete a destination To delete a destination number Med notify ADMIN SELECT Hotiful x gt CHHG OTHE HEST Hotifa lids DEL IHS GUIT Hotiful x gt CHHG OTHE HEST Med notify ADMIN SELECT 1 Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press ADMIH or to set up Off premise Message Notification Press OTHR if you want to delete the first destination or press HET or to view the other destinations until you find the destination that you want to delete When you find the destination that you want to delete press THF 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 num
81. 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 NN40170 600 89 Chapter 7 Off premise Message Notification About Off premise Message Notification Off premise Message Notification notifies you or a designated agent when there are new or urgent messages in a skillset mailbox You can receive Off premise Message Notification at any tone dial telephone number pager or extension Note Set up Off premise Message Notification for non business hours Then gt Off Premise Message Notification does not consume a Reserved or voice channel during busy periods You can receive notification of a message at a maximum of five different destination numbers When the number of retry attempts is reached for each destination number the next number in the series is called For example Contact Center can call your car telephone first when there is a message in the skillset mailbox If there is no answer Contact Center waits five minutes and calls your car telephone again If there is still no answer Contact Center calls your car telephone a third time If there is no answer after three calls Contact Center calls your home telephone Contact Center continues to call at five minute intervals until the call is answered or all of the destina
82. c lets callers direct their calls to an Operator Automated Attendant skillset mailbox CCR Tree Intelligent CLID DNIS Routing CLID DNIS Routing is the initial routing that Contact Center calls encounter The CLID DNIS Routing you set up lets Contact Center route calls quickly based on their incoming line number Callers are routed to skillsets depending on who the caller calls the line the call comes in on or where the caller is calling from Intelligent Contact Center Telephone Administration Guide 210 Glossary Longest idle Longest idle is a method of call distribution that routes calls to the agent who has been available the longest The other method of call distribution is Preferred MWI See Message Waiting Indication Memory button indicator Memory button indicators are the triangular shaped LCD indicators on a telephone next to the memory 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 telephone display as Message for you when there are new messages Message Waiting Indication extension MWI extension or MWI DN For each skillset mailbox you can assign a telephone as the designated MWI extension The Message Waiting Indication extension is an optional telephone number that indicates when a skillset mailbox has messages waiting The MWI extension t
83. can monitor calls Note While you monitor an agent s calls you monitor all of their calls including their personal calls Tell agents that ifthey make a call that they do not want monitored they must first log off as an agent then log on again when they complete the call We recommend you program a memory button with LR 0 5 and then press the JD memory button to monitor calls If the memory button you choose has an indicator the indicator shows your log on status You do not have Contact Center calls sent to you while you use e J 0 E Intelligent Contact Center Telephone Administration Guide 178 Chapter 11 Monitoring call activity To set up Silent Monitor on BCM For monitoring to be silent you must have Silent Monitor set up in Element Manager To do this you must be familiar with using the Business Communication Manager Element Manager If you do not have access to the Element Manager ask your system administrator to set up Silent Monitor 1 oO 09 a Ff WO ND In Element Manager on the Task Navigation panel click the Configuration tab The configuration folders display Click the Telephony folder and then click the Global Settings folder Click the Advanced Features task Click the Silent Monitor heading From the Monitoring Mode list box select Silent In the Number of SM sets box enter the number of sets you want as supervisory telephones In the SM Password box enter a six digit pa
84. comes available or the caller decides to leave a message in the skillset mailbox The first step in a routing table cannot be a Goto step because there are no possible target steps yet A Goto step cannot point to itself A Goto step can only point to any previously created step Transfer A transfer step can transfer calls to e an extension e amailbox e an external number e the Automated Attendant e an operator e aCCR Tree Disconnect A Disconnect step releases calls from the skillset If the first step in a routing table is a Disconnect Contact Center does not answer the call Intelligent Contact Center Telephone Administration Guide 150 Chapter 10 Routing table administration Adding a Greeting step Greeting steps play a message to waiting callers You must have a greeting recorded before you can use it in a Greeting step For information about recording a Contact Center greeting see Recording a Contact Center greeting on page 44 Greeting step parameters You can assign these parameters to greeting steps If the first step in a routing table is a Greeting step it can detect fax calls and route them to the skillset mailbox for the routing table For more information see Fax Detection on page 148 Forced Play Enable Forced Play for a greeting that contains important information that you want callers to hear If an agent becomes available while a caller is listening to a Forced greeting the gree
85. dex 215 next Norstar Voice Mail 83 pausing 83 previous CallPilot 84 previous Norstar Voice Mail 83 rewinding 82 84 skipping forward 83 84 skipping toend 82 quitting 83 replaying 83 replying CallPilot 85 86 replying Norstar Voice Mail 83 86 saving 83 silence timeout 86 skillset mailbox 65 Method of Call Distribution 210 Monitoring example of monitoring 180 Silent Monitor 177 tips 178 MWI extension 210 N Name skillset 211 skillset mailbox 68 Night mode skillset 133 Norstar Voice Mail mailbox interface 67 Notification Off premise Message Notification 89 Number Control DN 28 skillset mailbox 28 O Off premise Message Notification 190 about 89 changing parameters 102 destination number character limit 98 100 109 destination pager number and message character limit 97 feature restrictions 92 setting up to a pager number 97 to a telephone number 93 to an extension number 95 to wrong destination 89 Off premise Message Notification parameters destination telephone number 91 destination type 91 time range 91 types of message 92 Opening a skillset mailbox 69 Opening the Skillset Mailbox remotely 69 Opening your mailbox CallPilot 69 Norstar Voice Mail 69 Operator resetting password 193 Outdial route mailbox 90 Overflow Intelligent 15 17 P Parameters general Contact Center 190 Routing Table Greetings 150 Password changing skillset mailbox 71 resetting Operator 193 res
86. dialpad see Using the dialpad on page 24 ACH 12 Press HEST CHHG HEAT CDM sce 13 The skillset s CDN is displayed CANE me Press CHHG to change the CDN or press HEXT and go to step 14 COH 14 Enter the CDN and press OK RETRY Ok CDM Sc 15 Press HEXT CHHG HEAT NN40170 600 Chapter 5 Setting up skillsets 59 HWI ext none gt CHHG HET Ext RETR OK HWI exti inss CHHG HEST Method sxx CHHG HET Breaki xis CHHG HET Ereaki mms RETRY OK Delay ansi xxInx CHHG HET Delay ans mmss FETE OK Pri alert xxinx CHHG HET Fri alert mms RETR Pri alert xxinx CHHG HEST Sec alert xxix CHHG HEST Sec alert mmssi RETRY Sec alert xxixx CHHG HEST 16 17 18 19 20 21 22 23 24 25 26 27 28 29 Press CHHG to assign or change an MWI ext or press HET to accept the default of no MWI and go to step 17 Enter the extension for MWI and press OK Press HEMT Press CHHG to change the method of call distribution or press HEST Press CHHG to change the Break time or press HE T and go to step 21 Enter the Break time and press OK This is a four digit field Add a zero to any single digit hour or minute Press CHHG to change the Delay Answer time or press HEXT and go to step 24 Enter the Delay answer time and press OK Thi
87. dicates a point of system security where a default should be changed or where the administrator needs to make a decision about the level of security required for the system Warning Alerts you to ground yourself with an antistatic grounding strap before performing the maintenance procedure K Warning Alerts you to remove the BCM main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure Ka NN40170 600 Chapter 1 Getting started 21 These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word in a special font shown in Psu Command line prompts on display telephones the top line of the display Underlined word in capital letters FLAY Display option Available on two line display shown in the bottom line of a two telephones Press the button directly below the line display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option These text conventions are used in this guide to indicate the information described Convention Description bold Courier Indicates command names and options and text that you need to enter text Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier Indicates command syntax and syst
88. disabled e view the number of agents logged on to the skillset e view the number of calls waiting e view the longest wait time of a call To provide easy one button access to the this feature program a memory button that has an indicator with Qj Refer to Programming a memory button with a Feature Code on page 27 Log on Log off e log agents off if they forget to log off 9 0 4 For information see To log an agent off on page 128 Monitor agents s jet monitor nt 218 0 5 ets you monitor agents Supervisor Help e lets you take agents help r t ooe y g p requests NN40170 600 Chapter 2 About Contact Center telephone administration 29 Not Ready e o 6 activate or cancel the Not Ready feature on their telephone If the work resulting from a call requires extra time to complete an agent can use the Not Ready Feature Code to prevent Contact Center from routing another call to them If an agent makes a telephone call or if a supervisor is monitoring a call they first use the Not Ready Feature Code to activate the Not Ready feature When the agent is ready to receive calls they use this Feature Code to cancel the Not Ready feature and receive calls again If an agent does not answer a call within a certain number of rings the call is returned to the skillset and the agent telephone is automatically placed into Auto Busy Mode or Auto Logout Mode The agent must manually cancel the Auto Busy Mod
89. does not answer the call Make Not Ready assigns an agent s telephone to respond as it does with the Not Ready feature enabled Automatic Logout automatically logs an agent out of their skillset if they do not answer a call Real time Real time is a term for when there is very little response time between when an event occurs and when the information about the event is displayed You can monitor the real time or current situation of agents and call activity by using the Display Waiting Calls Feature Code Reserved channel Reserved channels are voice channels reserved exclusively for Contact Center Reserved channels are used to play greetings to callers waiting in a skillset These channels ensure that CallPilot does not use all the voice channels See also voice channel Routing Table Routing Tables handle incoming calls for each skillset A Routing Table determines the order of greetings and hold times for callers while they wait to be routed to an available agent Skillset Skillsets collect and distribute calls for departments such as sales and technical support If several calls arrive at the same time the calls are held in a skillset where callers hear greetings and are put on hold until an agent is available Skillset mailbox A skillset mailbox stores messages left by callers The calls can be retrieved by designated agents Skillset name The skillset name is a maximum of 16 characters A skillset name is the same as the s
90. e FREE Deletes the current message Deleted messages remain in the Z J6 4 skillset mailbox until the session ends Refer to Notes1 and 2 on page 83 Retrieving erased messages After you play your messages and end your skillset mailbox session any messages that you do not erase are saved Since message storage space is limited we recommend that you erase messages that are no longer needed You can retrieve an erased message if you are still in the skillset mailbox session An erased message remains in the skillset mailbox until you end the current session To retrieve an erased message Norstar Voice Mail After you erase a new or saved message the number of new or saved messages shown on the display is decreased by one Even though the display shows 0 new 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 Intelligent Contact Center Telephone Administration Guide 86 Chapter 6 Setting up skillset mailboxes Replying to message
91. e Message Notification to more than one destination 99 To change the time range or type of message parameterS cccesseceeeeeeeeteeeeeees 102 To change the destination from telephone to another destination 104 To change the destination from pager to telephone or extension uu nn 106 To change the destination from telephone or extension to pager nnmennsennennenn nn 108 To delete a destination num u Masibindiaus Haainaes tbneaelaadamaREs 110 To add SASS TINA UNE aa ee ana 112 To turn Off premise Message Notification on or Off uur2240usn240unnnnnnnnnnnnnannnannnnn 113 SERIHGUBAGENIS 2222002 115 TS Nee 116 Tochange agent properes una Eee 119 To adad TUR SIS ae een 120 TOassign anagem tO a IN os ov ces u 122 To assign several agents to a skillset en nn een 124 Goniguring a tomate BU Teer een 125 To remove agens irom SH una 126 TONA a Aa SN aaa N 127 To boan aen all unsre 128 Tokke Sb GE aa ela cad ecasaual teenie ae 128 Fe reset Sil agoni PASS WONT ae einen 130 TE SINS an AAD BERN ae 131 Intelligent Overflow Routing 0 0 ccc cece eee eee 133 evs iets Overloon ct gt gt GAREN ester RE ee ener ere 140 To change and view Overflow rules u a nee 142 To Delete DSH TUE ee a Heise 144 Routing table administration 0 0 c cee eee 147 Taser up DID routne FO BOM nase 147 19 and A Greciing Bier nee ee 152 T0990 aE TO STEP era energie 155 TAI A TO
92. e feature by using the Not Ready Feature Code to continue to receive calls Note You can use The Log on Log off and the Not Ready Feature Codes but they are used primarily by agents For information about the Feature Codes used by agents see Feature Codes used by Contact Center agents on page 30 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 Intelligent Contact Center Telephone Administration Guide 30 Chapter 2 About Contact Center telephone administration Feature Codes used by Contact Center agents If you have Custom Feature Codes record them in the table Feature Codes on page 198 Agent Feature Codes For more information about Agent Feature Codes see the Intelligent Contact Center Agent Guide NN40040 101 For more information about Feature Codes used by supervisors see the Feature Codes used by Contact Center supervisors on page 28 Agenis use this Feature Code To Cee Mailbox e access messages in a skillset mailbox pJ Log on Log off log on when they are in the office Monitor skillsets e view the status of the skillsets they are logged on to Agents can e program a memory button with the Log on Log off Feature Code The Jeo status of the calls waiting in the skillset is shown by the flash rate of the indicator For more i
93. e the skillset mailbox has limited message storage space delete any messages you no longer need After a certain time period your saved messages are erased automatically Ask your System Administrator about this 2 Youcan retrieve a deleted message only if you have not quit the session in which you deleted it For information about retrieving deleted messages see Retrieving erased messages on page 85 Intelligent Contact Center Telephone Administration Guide 84 Chapter 6 Setting up skill set mailboxes Applies only if the Reply feature is enabled You can reply to an outside caller by dialing them back if your company subscribes to Caller ID CLID service For more information about replying to an outside caller see Using the Reply feature to reply to an external caller on page 88 To play skillset mailbox messages CallPilot Use this procedure if you use the CallPilot interface 1 Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox A voice prompt announces the number of new and saved messages that you have Ho messages COMP MBO EXIT 2 You can play any message that you want to listen to The table Playing skil Press to play the current message For other message commands see the table Playing skillset mailbox messages CallPilot 3 Press to end the session lset mailbox messages CallPilot shows the message
94. e the skillset mailbox number in the recording For example Sales mailbox 5813 Press OF or to end the recording Accert name 7 Press OK or to accept the recording RETRY PLAY OF or press 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 NN40170 600 Chapter 6 Setting up skillset mailboxes 69 Opening a skillset mailbox You can open an initialized skillset mailbox from e your extension e another extension e an outside tone dial telephone To open a skillset mailbox Norstar Voice Mail Fsucd OTHR RETRY Ok 1 new 1 saved PLAY REC ADMIH Press e 9 6 J Enter the skillset mailbox password and press OE or or if you are at another extension or if you are using a Guest mailbox press OTHR or to display the Loa prompt When this prompt appears enter the skillset mailbox number and password After you open the skillset mailbox the telephone display shows how many new and saved messages are in the mailbox To open a skillset mailbox CallPilot Mbox RETRY DE Fsucd RETRY DE Press Jei Press or if you are at another extension enter the skillset mailbox number and then press O
95. e used by another skillset or device To unconfigure a skillset 1 First disable the skillset and wait until all the calls are distributed See Disabling a skillset on page 56 2 Unassign the lines assigned to the skillset See To configure lines for Contact Center on page 40 3 Follow the procedure below to unconfigure the skillset Log 1 Press l J9 6 B a RETRY OK Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Paud 2 Enter the user password and press OK RETR Ok Admin 3 Press OTHR MEO AA OTHR Admin 4 Press OTHF GLIST CCR OTHE Admin 5 Press Ce FAK cc CC Admin 6 Press SKILL AGEHT SEILL OTHR Skillset 7 Enter the number of the skillset you want to change and press OK RETR QUIT Ok Status HHHMH 8 The display shows whether the skillset is enabled or disabled CHHG Deal You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue Skill mbox Pswd 9 Press NEXT to continue FESET HEST Skillset Admin 10 Press THF FARM AGENT OTHE Skillset Admin 11 Press UHCF ROUTE OWFLW UHCR NN40170 600 Chapter 5 Setting up skillsets 63 Uncont igure
96. e users with CallPilot and Contact Center rights in Element Manager tact Center rights in Element Manager For more information see the Nortel Business Communications Manager 5 0 Administration and Security Guide Available Intelligent Overflow Routing rules you create to overflow change the priority of and move calls to multiple skillsets a skillset mailbox an internal or external number a mailbox the Auto Attendant or an operator Available Intelligent CLID DNIS Routing 1000 rules Overflow rules per skillset 20 Overflow skillsets Default 0 maximum 29 Service Mode you specify the start and end times for the day and night skillset for Available each day of the week Limited Feature 983 telephone administration Available CallPilot Manager Available Reporting for Contact Center Available Expected Wait Time Must be enabled with keycode 20 tables Activity Codes 2 000 entries Reporting for Contact Center must be enabled to configure Activity Codes Multimedia Contact Center Available Must be enabled with keycode What you can administer through a telephone Contact Center properties Keycode Reserved Channels To enable the Contact Center keycode on page 31 Reserved channels on page 34 Intelligent Contact Center Telephone Administration Guide 18 Chapter 1 Getting started Supervisor Help Caller ID disp
97. ect 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 NN40170 600 Chapter 6 Setting up skillset mailboxes 77 Accert meas iy 6 Ifyou choose the Alternate mailbox greeting you are asked ane um whether the mailbox can accept messages Press CHHG or to toggle from yes to no or press OK or to accept 7 Press to end the session Intelligent Contact Center Telephone Administration Guide 78 Chapter 6 Setting up skillset mailboxes Recording a Personalized skillset mailbox greeting If your contact center subscribes to Caller ID you can record a maximum of three Personalized greetings for each skillset mailbox For Personalized skillset mailbox greetings you program Contact Center to recognize a specific telephone number The Personalized skillset mailbox greeting plays only for a call from the specific telephone number If you record a Personalized greeting program the skillset mailbox to receive messages and choose an Alternate mailbox greeting the Personalized greeting takes precedence over any other greetings If you program the skillset mailbox not to receive messages and choose an Alternate mailbox greeting the Alternate mailbox greeting takes precedence over any other greeting including Personalized mailbox greetings In the Personalized skillset mailbox greeting include the skillset mailb
98. ed by a zero Press AM or or PM or 2 Intelligent Contact Center Telephone Administration Guide 100 Chapter 7 Off premise Message Notification start times 9 Press OF or to accept the start time RETRY Ok Stor hhmm 10 Enter the time when Off premise Message Notification is to stop RETRY OF This is a four digit field Any single digit hour and minute must be preceded by a zero stor timer 11 Press AM or RETRY AM FH of PH or 2 stor timer 12 Press OK or to accept the stop time RETRY Ok More dest 13 Press YES or i to set up another destination number WES HO Hotifyz none 14 Press SETUP to set up another destination number SETUP HEST Destination 15 Press PAGER or to select a pager number destination PHOHE EXT PAGER Pager 16 Enter the destination pager number and press OK or f RETRY Ok SHARP 17 Press OK or to accept the destination pager number represented ADD OF by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or SHOW 18 Press HEXT or to accept the default pager message represented eae MEST by lt xxxx gt The default pager message sent by CallPilot is the CallPilot extension This is the sequence of digits that is sent after the pager service is dialed to notify you of who is paging yo
99. em output for example prompts text and system messages Example Set Trap Monitor Filters FEATURE Indicates that you press the button with the coordinating icon on HOLD whichever set you are using RELEASE Related publications This section provides a list of additional documents referred to in this guide CallPilot Manager Set Up and Operation Guide NN40170 300 CallPilot Telephone Administration Guide NN40170 601 Intelligent Contact Center Set Up and Operation Guide NN40170 301 Intelligent Contact Center Agent Guide NN40040 101 Intelligent Contact Center Supervisor Guide NN40040 102 Keycode Installation Guide NN40010 301 Nortel BCM 5 0 Administration and Security Guide NN40170 603 Nortel BCM 5 0 Configuration Devices Guide NN40170 500 Intelligent Contact Center Telephone Administration Guide 22 Chapter 1 Getting started How to get Help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site http www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to e download software documentation and product bulletins e search the Technical Support Web site and the Nortel Knowledge Base for answer
100. emise Message Notification 0 00 0c eee ee 102 Deleting a destination number 00 000 eee 110 Adding a destination number 000 cece ee eee 111 Turning Off premise Message Notification on or Off 00 eee ee 112 Chapter 8 Seiling UP AGGN sc wessen innere ee 115 AGU atldingagente z 2 0u kere Era arena 115 AOM OWES ze owe ko ain ok eee area sn sche 115 Ghandna an agent suisse ren 118 Adding muliple agents suaaz sans HB aa a oes 120 Assigning an agent to a skillset Hua seen nennen nenn nn 122 Dynamic Agent PIO 2 0 2 2 ner came 122 Assigning several agents to a skillset 0 0 0 eee nenn 124 Assigning agents to a skillset using Auto Login 0 0 00 cee eee 125 Removing agents from a skillset 0 0 00 eee 125 Changing an agentprene isco eed a aan 130 Chapter 9 Intelligent Overflow Routing 2 0 2 e cece eee eee 133 Examples of Intelligent Overflow Routing rules 000 00 e eee 135 Chapter 10 Routing table administration 0 0 eee eee 147 etn uo DID ION sauer rer re 147 Fax Detection 2 cccrs obese ee en eens Gabi erden 148 About types of Routing Table steps 0 20 eee 149 Adding A Greeting Step side c statu aces Goes ea ORE aaa aaa naar 150 Greeting step parameters 000 cece tetas 150 PCE TO EN u seine he ed a ork a hk a a eA eae win ele ee 156 Adding a Transfer Step 2 4 22 ceveneeeesobii eave eweechGhiscteei
101. ent deleted 10 The display shows the agent is deleted 11 Press to end the session Intelligent Contact Center Telephone Administration Guide 130 Chapter 8 Setting up agents To reset an agent password Loa QUIT RETRY OK Fzud FETE ok Admin MBO AA OTHE Admin GLIST CCR OTHER Admin FA cc CC Admin AGENT SKILL OTHE Agent Admin ADE DEL CHNG Agent ID DIR RETR OK Losin Pswd RESET HET 1 9 Press B Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press OTHR Press OTHER Press CC Press AGENT Press CHHG Enter the ID number of the agent you want to change and press OK If you do not know the agent s ID number press DIF to search the directory Press RESET to reset the agent s password 10 Press CC to end the session Changing an agent priority Before you can change an agent s priority e the skillset must be disabled See Disabling a skillset on page 56 e the agent must be logged off See To log an agent off on page 128 NN40170 600 Chapter 8 Setting up agents 131 To change an agent priority Log QUIT RETR
102. ept the default of Longest idle Least busy Break 68 50 17 Press CHHG if you want to change the default Break time CHHG HEAT or press MEXT to accept the default time 00 30 and go to step 19 Break mmes l 18 Enter the Break time and press Ok RETRY ok This is a four digit field Add a zero to any single digit hour or minute Break xxIxx 19 Press HEXT CHHG HEST Delay ans 8 88 20 Press CHHG to set up a Delay Answer time CHHG HET or press HEXT and go to step 22 Delas ans mmssi 21 Enter a Delay Answer time and press DK RETRY Ok This is a four digit field Add a zero to any single digit hour or minute Pri alerti xxIKx 22 Press CHHG to set a Primary Alert time CHHG HEST or press HEXT and go to step 28 Pei alert mmss 23 Enter the Primary Alert time RETRY This is a four digit field Add a zero to any single digit hour or minute Pri alerti xxIxx 24 The display shows the Primary Alert time CHING HESL Press HEXT NN40170 600 Chapter 5 Setting up skillsets 53 Sec alert xxix CHHG HEST Sec alert mmssi RETR Sec alert xxix CHHG HEST Atdti none CHHG HET Ext RETR QUIT Atdt xx CHHG HEST Promet langi Fri CHHG HET AC Entr OPT OPT PRMFT HEST EWT sample 16 CHHG HET 25 26 27 28 29 30 31 32 33 Pre
103. er Caller Input Rule Tables via telephone NOTE You must use CallPilot Manager You cannot administer Advanced Intelligent Caller Input Routing via telephone e bean authorized system administrator e be knowledgeable of CallPilot and Contact Center Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description BCM Business Communications Manager CCR Custom Call Routing CDN Control Directory Number CFAC Call Forward All Calls CFB Call Forward on Busy CFNA Call Forward No Answer CLID Calling Line Identification co Central Office COS Class of Service DID Direct Inward Dialing DN Directory Number DND Do Not Disturb DTMF Dual Tone Multi Frequency EWT Expected Wait Time MWI Message Waiting Indication NVM Norstar Voice Mail Intelligent Contact Center Telephone Administration Guide 20 Chapter 1 Getting started Symbols and text conventions These symbols are used to highlight critical information for the BCM system S Caution Alerts you to conditions where you can damage the equipment A Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to conditions where you can cause the system to fail or work l f improperly Note A Note alerts you to important information Tip Alerts you to additional information that can help you perform a task Security note In
104. eral properties Log QUIT RETRY OK Fzud RETRY OK Admin MBO AA OTHR Admin GLIST CCR OTHF Admin FAH co CC Admin AGENT SKILL OTHR CC Admin GRTG FARM Reserve chans 1 CHHG HET CLID CHHG HEST CC Admin GRTG FARM Setting Caller ID 1 Press e i Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press UTHE Press THE Press CL Press UTHE Press FARM Press CHHG if you want to change the number of reserved channels 0 46 and press HEST or press HET Press CHHG if you want to change how CLID information is displayed Num Only displays the caller s number for 3 seconds and then the skillset name No CLID only displays the skillset name Name Num displays the caller s number for 3 seconds and then the skillset name if the caller s name is not available the caller s number is shown instead or Press HEXT 10 Press to end the session You can select how you want caller information to be displayed on agent telephones e Name and number the display shows the caller s name for 3 seconds and then the skillset name If the caller s name is not available t
105. es the message three seconds and continues ar 4 playing from that point gt gt gt Next 6 Plays the next message in the skillset mailbox If you use or 4 4 this while a message is playing it stops playing the current message and plays the next message in the skillset mailbox Pause Temporarily stops a message When you stop the Continue or message you can play the previous message continue 4 playing the current message or skip to the next message STOR PLAY Previous 4 4 Stops playing the current message and plays the previous message Quit 4 Stops playing the message and plays the Mailbox main menu options Replay Replays the message from the beginning or 4 lt lt lt lt lt lt Replay 4 Replays the last message Reply Replies to a message Refer to Note 3 on page 84 oF The reply can be either 4 4 a message to an internal sender s mailbox REPLY a telephone call to an internal or external party Refer to Note 4 on page 84 Save Saves the message being played If you do not delete a Message or message it is automatically saved This option is not 4 shown on the display unless you erase a message If you SALE erase a message and play the message again you can press SALE on a two line display telephone Refer to Note 2 on page 83 Volume Adjusts the volume of the message that is playing The Control 4 volume increases each time you press After four presses the volume returns to the lowest level Notes 1 Becaus
106. etting skillset mailbox 72 resetting the Contact Center administrator 41 skillset mailbox 68 71 Pausing a message 83 Playing message envelope CallPilot interface 85 Playing message envelope Norstar Voice Mail 82 Preferred method of call distribution 210 Preventing calls from ringing at an agent s telephone 195 Programming a memory button 27 R regulatory information 2 Remotely opening a skillset mailbox 70 Replaying messages 83 Reply feature 84 Replying to an external message sender 88 using the DIAL option 88 to an internal message sender 86 to messages CallPilot 85 to messages Norstar Voice Mail 83 Reporting for Contact Center 15 17 Reserved channels 34 191 Resetting Contact Center administrator password 41 skillset mailbox password 72 Restrictions for using Call Forward No Answer 195 Intelligent Contact Center Telephone Administration Guide 216 Index Restrictions for using Call Forward on Busy 195 Retrieving deleted messages 83 Retrieving messages from skillset mailbox 81 Rewinding messages 82 84 Routing DID 147 Routing Table examples of 163 Fax Detection 148 Greeting parameters 150 Greeting step 149 hours 147 maximum number of steps 14 16 147 parameters of Greeting step 150 Service Modes 174 tips 190 Routing Table steps Disconnect 149 Distribute for 149 Greeting 149 Transfer 149 Routing Table about 147 S Saving messages 83 Service Mode skillset 133 Service Modes Ro
107. ew button To delete a character press the BE SF display button Numbers and letters on the dialpad 1 2 ABC2abc B DEF3def GHIAghi 5 JKL5jkI 6 MNO6mno PQRS7paqrs B TUV8tuv 0 WXYZ9wxyz Quit 0 QZ Zeroqz Accepts the displayed letter and comma The display can show up to 16 characters Whether the prompt remains on the display depends on the type of prompt that is displayed Pswdi1111 _ This is an example of a display with fewer than 16 characters where OTHE RETRY OK he command line prompt remains on the display Hame This display shows the Hame command line prompt RETRY BESFP ok P When you begin to enter the last name the Hame command line RETRY Ee u prompt disappears For example if you enter the name Partridge you press the pad for P and the display drops the Hame prompt PARTE ILGE Although the name is only nine characters long the command line BEI De DE prompt is not shown on the display after you enter the entire name The prompt disappears for these command line prompts e Name e Log e Dest ph NN40170 600 Chapter 2 About Contact Center telephone administration 25 Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word in a special font in the
108. f Contact Center greetings You can record different types of greetings for Contact Center Before you record your greeting determine what information the greeting includes When you prepare your greeting include important times and dates Keep greetings as short and concise as possible Use the following examples of greetings as a reference General company greeting The general company greeting tells callers they have reached the correct company It can also include the location and business hours of your company Thank you for calling Bridgestone Computers We are located at 52 Main Street Our hours of service are Monday to Friday from 8 00 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 Intelligent Contact Center Telephone Administra
109. f the keycode Enter the second set of eight digits of the keycode and press OF Press CHHGE to enter the third set of eight digits of the keycode and press OK Enter the third set of eight digits of the keycode and press OK The first eight digits are displayed Press BACK to continue NN40170 600 Chapter 3 Contact Center general properties 33 Entitlement Code 24 Entitlement code Keycode is displayed Press BACK to NEXT SHOW BACK J continue Ac Eater 5 25 Activate is displayed Press YES to activate the features YE N Activated 26 Activated is displayed Intelligent Contact Center Telephone Administration Guide 34 Chapter 3 Contact Center general properties Setting Contact Center general properties When you set up Contact Center you must assign values for the general properties The following procedures are for the general Contact Center properties Reserved channels Reserved channels are voice channels that are reserved for use by Contact Center If you reserve channels for Contact Center you ensure that callers are played skillset announcements and CallPilot does not use all of the voice channels A reserved channel is used when e a Contact Center greeting plays to a caller e Off premise Message Notification notifies you that there is a message in a skillset mailbox NN40170 600 Chapter 3 Contact Center general properties 35 To set Contact Center gen
110. g to control how calls are handled that are waiting in a skillset for an agent You can specify that a waiting call e overflows to one or more skillsets and keeps its conditions and original skillset greetings Agents from the specified skillsets can answer the call e moves to another skillset where the call loses its conditions and takes on the properties of the new skillset including skillset greetings The system tracks the total length of the call from the time the call enters the system until it is answered e transfers to the skillset mailbox e transfers to an extension mailbox external telephone number CCR Tree Automated Attendant or operator e changes in priority level Intelligent Overflow Routing handles calls differently depending on the rules that you create Each rule is based on a mode one or more conditions and one or more actions Mode Intelligent Overflow Routing looks at the mode the skillset is in to determine how to handle a call A skillset can be in Day mode Night mode or 24 Hour Service Each mode can have its own rules for how to handle calls The default mode is Day Condition After Intelligent Overflow Routing determines what mode the skillset is in Intelligent Overflow Routing determines what conditions apply to the call The two possible conditions are e Whether the timer expires You set the length of time a call waits for an agent before the call is sent to the destination that you specify
111. ge type parameters use the procedure To change the time range or type of message parameters on page 102 If you want to change the destination type see the procedure for the destination type To change the destination type see from a telephone to an extension pager or another telephone page 104 number from a pager to an extension or telephone page 106 from a telephone or extension to a pager page 108 To change the time 1 2 Meg notify 3 ADMIH SELECT Hotifyicx gt 4 CHHG HEXT More dest 5 YES HO range or type of message parameters Press eJeBJEJ Follow the voice prompts or the display button options on your telephone to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ABMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press AD IH or to set up Off premise Message Notification Press HEXT If you want to change the destination type see To change the destination type on page 102 for the appropriate procedure Press HO or to continue NN40170 600 Chapter 7 Off premise Message Notification 103 Startivstart timer CHHG HEST Stor stor timer CHHG HEXT Med tyre new CHHG OK Med n
112. h you can set this Activity Code parameter by telephone you must use CallPilot Manager to create Activity Codes For more information see the Intelligent Contact Center Set Up and Operation Guide NN40040 301 or CallPilot Manager online help EWT sample 10 35 If you use Expected Wait Time enter how many calls you want to SENG MERT use to calculate EWT The range is 2 256 calls The default is 10 If you do not use Expected Wait Time go so step 39 EWT allow incr 36 If you use Expected Wait Time select whether you want EWT to Bolis Eo be recalculated if it increases and the appropriate EWT greeting to be played The default is Y If you do not want to change this setting EWT ICD hhimmiss 37 If you use Expected Wait Time enter the Initial Call Duration CHNG NEXT This can be a value between 00 01 00 and 24 00 00 and is used to compute expected wait time until sufficient statistics are obtained NN40170 600 Chapter 5 Setting up skillsets 61 Mos 24 hour 38 The display shows the Monday Routing Table method AN en In this example the Routing Table is in 24 hour mode Press CHHG to change the Routing Table method or press HE T and go to step 48 Daw starti hhmm 39 Enter the Day Routing Table start time and press OK RETRY us This is a four digit field Add a zero to any single digit hour or minute Day hmm xxs 40 Press AM or FM RETRY AM Pr
113. hat you assign shows Message for you on the telephone display when there are new messages in the skillset mailbox Method of Call Distribution The method of call distribution determines which of several available agents to route the call to There are two methods of call distribution Least Busy and Preferred Least Busy routes calls to an agent who has been available the longest Preferred routes calls to the agent with the highest priority the best qualified agent Not Ready Not Ready is a Feature Code that extends a Break Time if agents need additional time after a call to do paperwork or other tasks Off premise Message Notification Off premise Message Notification is a feature that notifies you at a destination number when there are new or urgent messages in a skillset mailbox Priority You assign a priority to each agent according to their qualifications An agent can have a priority from 1 to 20 1 is the highest priority You can assign this priority to your most experienced agents Primary alert time The Primary alert time is the first time limit that you assign for calls waiting in skillsets If a call exceeds the Primary alert time limit you are given a visual warning on programmed memory button indicators The other alert time is Secondary alert time NN40170 600 Glossary 211 Make Not Ready Return to Skillset Make Not Ready Return to Skillset is a property that controls how a call is treated if an agent
114. he caller s number is shown e Number only the display shows the caller s number for 3 seconds and then the skillset name Intelligent Contact Center Telephone Administration Guide 36 Chapter 3 Contact Center general properties e No Caller ID the display shows the skillset name To set Caller ID Log QUIT RETR FE Fzud RETR Admin MBO AA OTHR Admin GLIST CCR OTH Admin FAX CC Admin AGEHT SKILL CC Admin GETG FARM CLIC Ho CLID CHHG HE T Press e i Enter the telset User ID that has voice mail administration rights and press QE For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press OTHR Press OTHR Press CL Press OTHR Press FHRM Press HET until this display appears Press HEXT to select no CLID or press CHHG to select Number Only or Name and Number Press to end the session Setting the Supervisor Help request timeout The Supervisor Help Request Timeout is when to escalate a request if the chosen supervisor does not answer the help request You can enter a value between 1 and 60 seconds The default is 12 seconds NN40170 600 Chapter 3 Contact Center general properties 37 To set the Supervisor Help request timeout Log QUIT RETRY OK
115. he skillset mailbox greeting the caller transfers to the receptionist or Operator For information about Operator Status see the CallPilot Manager Set Up and Operation Guide NN40090 300 Inform callers in the skillset mailbox greetings that they can press 0 to speak to the receptionist or Operator If the Operator Status is set to No a caller who presses 0 during the skillset mailbox greeting is informed the Operator is not available and is transferred to the skillset mailbox Examples of Primary and Alternate greetings You must record a Primary greeting for each skillset mailbox In the Primary greeting include the skillset mailbox name that is listed in the Company Directory For example Hello You have reached the Sales Department at Bridgestone Computers At the sound of the tone please leave your name telephone number and a brief message One of our agents will return your call as soon as possible Thank you You can record an Alternate greeting for each skillset mailbox Use an Alternate greeting for special circumstances In the Alternate skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory For example Season s Greetings You have reached the Sales Department at Bridgestone Computers At the sound of the tone please leave your name telephone number and a brief message One of our agents will return your call when we re open on December 27 Thank you NN
116. ide Enter the user password and press OK Press OTHR Press OTHR Press CC Press SKILL Enter the number of the skillset you want to add a Distribute step to and press OE If the skillset is enabled press CHHG to disable it Press HEXT Press HEXT to continue Press OTHER Press KOUTE Press DAY or HIGHT In this example Day is shown Press SETUF Intelligent Contact Center Telephone Administration Guide 156 Chapter 10 Routing table administration Ster x 14 Press BIST DIST GETG OTHR Dist time 00 38 15 The default hold time is 00 30 CHNG ais Press CHHG to change the default time or press OE to accept the default and go to step 18 Dist time mmss 16 Enter the hold time and press GE RETR Ok Dist time xxiIxx 17 Press OK CHHG Ok Another ster 18 Press VES to add another step VES QUIT or press to end the session Adding a Goto step Goto steps send a caller to a previous step in the routing table You can add a Goto step only to the end of a routing table There must be additional steps in the route you are setting up To add a Goto step Loa 1 Press l J9 8 8 BUIT RETE Ss Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide
117. igit hour and minute must be preceded by zero Press AM or or PM or B Press OK or to accept the start time Enter the time when Off premise Message Notification is to stop This is a four digit field Any single digit hour and minute must be preceded by a zero Intelligent Contact Center Telephone Administration Guide 96 Chapter 7 Off premise Message Notification stor timet 11 Press AM or RETRY AM FM r PM or 2 stor timer 12 Press OK or to accept the stop time RETRY OK More dest 13 Press YES or _ if you want to set up another destination number YES HO or press HO or if you do not want to set up another destination number Starticstart time 14 Press HEST or f to accept the start time that you entered CHHG HET or press CHHG or 1 to change the start time Storstor timer 15 Press HET or to accept the stop time that you entered CHHG HET or press EHHG or 1 to change the stop time Meo ture neu 16 Press OK or if you want to be notified when the skillset mailbox NE us receives anew message or press EHHG or if you want to be notified only when the skillset mailbox receives an urgent message Meg notify 17 Press to end the session ACMI SELECT NN40170 600 Chapter 7 Off premise Message Notification 97 About setting up Off premise Message Notification to a pager number Example of a destination pager number If you
118. igure the lines to be answered by Contact Center set the line answering status To enable Contact Center using F9 8 If you do not have Contact Center as your primary application you must enable the Contact Center keycode You enable the Contact Center keycode using Feature 9 8 or through Element Manager See the Keycode Installation Guide for more information about obtaining and enabling a keycode through Element Manager To enable the Contact Center keycode User ID _ RETRY OK Password _ RETRY OK Br Features Codes NEXT OK SID NEXT BACK Sequence ID NEXT CHNGE BACK MfgSwVer NEXT CHNGE BACK J Features List NEXT SHOW BACK J 1 2 Press 2 JQ J 8 Log in by following the voice prompts or the display button options Enter your password and press OK The Features Codes are displayed Press OK to continue The system ID SID is displayed Press HEST Enter your sequence ID and press HEXT The Manufacturing Software Version is displayed Press NEXT Press SHOW to scroll through the Features List and select the feature you want Intelligent Contact Center Telephone Administration Guide 32 Chapter 3 Contact Center general properties VM Seat NEXT CHNGE BACK Data _ CHNGE BACK Data 2 CANCL RETRY OK Data 2 CHNGE BACK VM Seat NEXT CHNGE BACK VM Seat N
119. illset and in the next step enter the skillset number or press OTHER for more destinations Move to another skillset Transfer or Change call Priority and in the next step enter the information about where you want to overflow calls Enter the information about where you want to overflow calls and press OF The appearance of this display depends on what kind of overflow you choose Press YES if you want to change or view another Overflow rule or press HO to return to the Overflow display shown in step 11 or press to end the session Intelligent Contact Center Telephone Administration Guide 142 Chapter 9 Intelligent Overflow Routing To change and view Overflow rules Log QUIT RETRY OF Fzud RETRY OK Admin MBO AA OTHE Admin GLIST CCR OTHER Admin FAK cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT OK Status KMKHEKHM CHHG HET Skill mbox Pswd RESET HET Skill mbox Pswd RESET HET Skillset Admin FARM AGENT OTHR Skillset Admin ROUTE OWFLW UNC Overflow rules ADD CHHG DEL 1 mode CHAHGE HET 1 10 11 12 13 14 Press e Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide En
120. illset mailbox greeting you must choose which greeting plays You can change the selection at any time and as often as needed If you do not choose a greeting the Primary skillset mailbox greeting plays If you choose the Alternate mailbox greeting you must set whether the mailbox accepts messages If you choose Yes the skillset mailbox receives messages in the normal way If you choose No e messages cannot be left in the skillset mailbox e the Alternate mailbox greeting takes precedence over all other greetings e ifa caller presses a button to fast forward the message they hear a voice prompt that says this is a special greeting e ifa caller presses a button to send a fax the fax goes to the General Delivery Mailbox not the skillset mailbox If you choose the Alternate mailbox 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 gt 2 3 Greeting options 4 REC CHOOSE CFWD Use greeting 5 PRIME ALT QUIT Press BBJ Follow the voice prompts or the display button options on your telephone to open the skillset mailbox The skillset mailbox name appears briefly If you use the CallPilot interface e Press to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface Press HEMIN or e Press GREET or e Go to step 4 Press CHOOSE or to sel
121. ime The agent can extend or cancel the Break Time by using the Not Ready Feature Code For more information see Not Ready on page 29 The Break Time period can last from zero to 59 minutes 59 seconds The Break Time defaults to 30 seconds You can change the Break Time period to zero if an agent does not need a Break Time The Agent Configurable Break Time feature is used to configure Break Time on a per agent basis as opposed to a skillset wide basis In the CallPilot UI click the agent configuration The administrator will have the option of specifying a break time for the agent This new break time will override the break time specified in the skillsets for that particular agent If no agent specific break time is necessary the administrator can also select the default skillset Break Time option to use the skillset wide break time The Agent Configurable Break Time feature is only available using CallPilot Manager Delay Answer Delay Answer is a toll saving feature that prevents Contact Center from answering calls and playing greetings when there are no agents available When a call comes in on a line belonging to a skillset that has no free agents the call is not answered until either the Delay Answer time elapses or an agent becomes available 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
122. ing table or press C to end the session Intelligent Contact Center Telephone Administration Guide 174 Chapter 10 Routing table administration Setting the Service Modes for skillsets You must set the Service Mode the skillset uses so that calls are answered correctly You must set the Service Mode using Q before calls are answered correctly Before you set the Service Mode you must e configure a skillset e setup at least a Day Routing Table for the skillset The default Contact Center Service Mode is 24 hour operation You can change the hours of operation using the Operator Feature Code eJ Q There are six possible Service Modes Auto The skillset uses the Automatic Service Mode You must configure both the Day and Night Routing Tables before you can assign the Automatic Service Mode to the skillset Day The skillset uses the Manual Service mode and the Day Routing Table You must configure the Day Routing Table before you can assign the Manual Service Mode and the Day Routing Table Night The skillset uses the Manual Service mode and the Night Routing Table You must configure the Night Routing Table before you can assign the Manual Service Mode and the Night Routing Table 24 Hour The skillset uses the Day Routing Table only You must configure the Day Routing Table for 24 hour operation to use this Service Mode Uninit The skillset is not configured You must configure the skillset before you ca
123. is the company help line If there are no agents logged on to the help line the call moves to skillset 2 which is the company s service department When a call moves to a new skillset it does not remain queued at the original skillset destination The Contact Center Administrator e selects the Day service mode e selects the Agents not logged in check box e selects Move to Skillset as the action e selects skillset 2 Mode Conditions Action Explanation Day No Agents Move to Skillset 2 Intelligent Overflow Routing checks to see whether agents are logged on to skillset 1 but does not check the timer If there are no agents logged on to skillset 1 the call moves to skillset 2 and gets the new greetings for skillset 2 When a call moves to a new skillset it does not remain queued at the original skillset destination Example 4 In this example calls to the contact center go to skillset 1 which is the company help line If no agents are logged on to skillset 1 the call immediately moves to skillset 2 If agents are logged on to skillset 1 and the call is not answered within two and a half minutes the call transfers to the skillset mailbox where the caller can leave a message The Contact Center Administrator creates two rules In the first rule the Contact Center Administrator e selects the 24 Hour service mode e selects the Agents not logged in check box e selects Move to Skillset as the action e
124. isor is an agent with supervisor status A supervisor has additional capabilities such as the ability to monitor calls between agents and callers Supervisors can monitor incoming calls only Supervisors cannot monitor outgoing calls Automatic answer Automatic Answer is optional Select Automatic Answer if you want to force deliver calls to an agent If Automatic Answer is enabled the agent hears a tone that indicates that a call is delivered The agent is automatically in the handsfree mode It is important that agents use the Not Ready feature when they are not available to receive calls If Automatic Answer is not enabled calls ring at the agent s telephone and the agent must answer calls manually Intelligent Contact Center Telephone Administration Guide 116 Chapter 8 Setting up agents Missed Call Option Activity Codes The Missed Call Option controls how a call is treated if an agent does not answer the call Busy assigns an agent s telephone to respond as it does with the Not Ready feature enabled Logout automatically logs an agent out of their skillset if they do not answer a call The default is Busy which returns the call to the skillset Activity Code entry types are Prompted and Optional Optional is the default If you select Optional an Activity Code session is not automatically displayed on the agent s telephone but they can press F907 and enter Activity Codes If you select Pro
125. isors are available the request escalates to all potential supervisors If escalation is system wide a potential supervisor is any logged on supervisor If escalation is skillset based a potential supervisor is one who is logged onto the requesting agent s skillsets The request is denied by the selected supervisor the request escalates to all potential supervisors except for the selected supervisor unless the selected supervisor is the only potential supervisor The request is ignored the request escalates to all potential supervisors Agents can request Supervisor Help only if they are on an active Contact Center call They cannot use Supervisor Help if they are not logged in not ready idle have a call on hold or are on a non Contact Center call An agent can cancel Supervisor Help at any time before a supervisor answers the request When an agent requests Supervisor Help Contact Center looks for a single suitable supervisor to handle the request If no supervisor is available or the selected supervisor denies or ignores the request the request is escalated You set up 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 Intelligent Contact Center Telephone Administration Guide 186 Chapter 11 Monitoring call act
126. ivity Configuring Supervisor Help To set up Supervisor Help you must configure the general Contact Center properties for request timeout and supervisor selection method For information about Refer to Supervisor Help settings Setting the Supervisor Help request timeout on page 36 Selecting skillsets supervisors can receive help requests from on page 38 To handle Supervisor help requests Supervisors can program the Supervise feature F906 onto a memory button of their telephone 1 Help xx 2 IMFO YES HO Hele xx IMFO CAHCL JOIN 4 Launch Supervisor Help by pressing 2 0 6 or the F906 memory button on your telephone The display shows the ID of the agent who is requesting help Press YES to accept the agent request for help or press HO to escalate the request or press IHF to view the agent name time and date of the request caller ID and caller name of the agent s call The display shows the ID of the agent you are helping While you monitor the agent you can press the IMFO key to view the time and date of the request caller ID and caller name of the agent s call You can press the JOIH softkey or the MUTE button on your telephone to join in the call NOTE Depending on what system you use the Join and Mute softkeys may not appear When the help session is complete press to end the session NN40170 600 Chapter 11 Monitoring call
127. killset mailbox name Subscriber A subscriber is a mailbox owner Supervisor A supervisor is an agent with supervisor status A supervisor has additional capabilities such as the ability to monitor calls between agents and callers Supervisor monitor Supervisor monitor is a feature supervisors can use to monitor or participate in calls between agents and callers Voice channel A voice channel is the voice path that Contact Center uses to play greetings to callers Intelligent Contact Center Telephone Administration Guide 212 Glossary NN40170 600 213 Index Numerics 24 Hour Service mode skillset 133 A Active agents 115 Agent active 115 Autobusy mode 189 dynamic priority 14 16 122 Feature Codes 30 listening to skillset mailbox messages 81 monitor 177 parameters 115 Silent Monitor 177 Button programming a memory button 27 C Call Distribution Method 210 monitoring 180 Silent Monitor 177 Call Forward on Busy 195 Call Park 194 Call Pickup 194 Call Transfer 194 Caller Directed Transfer 15 16 CallerID 84 CallPilot mailbox interface 67 CallPilot Manager 15 17 CFB 195 CFNA 195 Changing skillset mailbox password 71 Channels reserved 34 voice 34 Character limit for Off premise Message Notification destination pager number and message 97 for Off premise Message Notification destination number 98 100 109 Checking the telephone mailbox interface 67 Company Directory 68 Co
128. killsets 55 Enabling a skillset After you set up a skillset calls will not be answered until you enable it If you disable a skillset no new calls are accepted in the skillset Calls that are in the skillset are distributed until the calls are ended Before you can enable a skillset you must e setup the skillset using the procedure To set up a skillset on page 51 e initialize and record a greeting for the skillset mailbox using the procedure Initializing a skillset mailbox on page 68 e set up the Day and Night Routing Tables using the procedures in Chapter 10 Routing table administration on page 147 To enable a skillset Loa QUIT FETRY OF Fzud RETR OK Admin MBO AA OTHE Admin GLIST CCR CE CC Admin AGENT SKILL OTHE Skillset RETR QUIT OK Status Disabled CHHG HEXT Status Enabled CHHG HEAT Skill mbox Feud RESET HET 1 Press B l Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press OTHER Press CC Press SKILL Enter the number of the skillset you want to enable and press OK Press CHHG to change the status from disabled to enabled The display shows that the skillset is
129. l Call Duration The Initial Call Duration is used to compute expected wait time until sufficient call statistics are obtained The average call duration is updated whenever a call is released from an agent This can be a value between 00 01 00 and 24 00 00 The default is 00 03 00 Service Mode The service modes are Auto Day Night 24 Hour The default is 24 hour operation For more information about Service Mode see Setting the Service Modes for skillsets on page 174 Note Although you can set Activity Code and Expected Wait Time parameters through L BJB you must use CallPilot Manager to create Activity Codes and Expected Wait Time tables For more information see the Intelligent Contact Center Set Up and Operation Guide or CallPilot Manager online help NN40170 600 Chapter 5 Setting up skillsets 51 Setting up a skillset You can record skillset properties in the table Contact Center skillsets on page 200 To set up a skillset Loa 1 Press JQ 8 8B BUIT PETRY 0E Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Fzud 2 Enter the user password and press OK RETR Ok Admin 3 Press OTHR MBO AA OTHR Admin 4 Press CC GL
130. lay settings Lines Answer lines status Reset Administrator password Contact Center greetings Setting the Supervisor Help request timeout on page 36 Selecting skillsets supervisors can receive help requests from on page 38 Setting Caller ID on page 35 Configuring lines on page 39 Setting the Answer Lines status on page 41 Resetting the Contact Center Administrator password on page 41 Recording a Contact Center greeting on page 44 NOTE You must use CallPilot Manager to add Greeting captions Skillsets Parameters name number control DN Message Waiting Indicator DN Method of Distribution Break Time Delay Answer Activity Code and Expected Wait Time settings service mode prompt language attendant extension Monitor skillsets Skillset mailboxes initialize a skillset mailbox change a skillset mailbox password record skillset mailbox greetings play skillset mailbox messages Off premise message notification Setting up a skillset on page 51 Setting the Service Modes for skillsets on page 174 Monitoring skillsets on page 179 About skillset mailboxes on page 65 Initializing a skillset mailbox on page 68 Skillset mailbox password on page 71 Recording skillset mailbox greetings on page 74 Playing skillset mailbox messages on page 82 About Off premise Message Notification on page 89 Agents
131. ll Transfer Agents can use Transfer to transfer a call to another agent another person such as a subject matter expert or send the call back to a skillset e If the agent wants to send the call to a specific agent or another person the agent can enter the Transfer Feature Code Ce 7 0 and enter the extension number e Ifthe agent wants to send the call to a skillset the agent can enter the Transfer Feature Code C J F 0 and enter the CDN of a skillset to send the call to a skillset e If you are monitoring an agent and they transfer a call you do not continue to hear the call Agents who want to transfer a call to a mailbox should use e 8 6 amp Multimedia Contact Center agents do not receive Contact Center voice calls but other Contact Center agents can transfer voice calls to Multimedia Contact Center agents Call Forward Advise agents not to use Call Forward An agent who uses Call Forward is automatically logged out or made auto busy depending on their agent settings after the number of rings for transfer callback elapses Agents can use Call Forward to the voice mail DN Answer DN If you are doing silent monitoring the only way agents should use Answer DN is if they program their portable set to be the Answer DN for their main telephone This is because you will not be able to monitor calls that agents answer on their Answer DN You can only monitor calls that agents answer from the set they are logged on to
132. ll treatment Based on the caller input the call can change in priority and or be routed to e the Automated Attendant e the Operator e the skillset mailbox e aCCR Tree e amailbox e anextension e an external number e another skillset Intelligent Caller Input Routing Advanced parameters e Retries is 0 5 default is 2 This is the number of times a Data Entry step repeats itself on a caller entry error e Number of Caller Input Rule tables is equal to the number of available skillsets No Intelligent Caller Input Routing Norm While the greeting plays callers cannot press a dialpad button to transfer their call Contact Center ignores buttons pressed on the dialpad The greeting plays without interruption This is the default setting At the end of the greeting the caller goes to the next routing step If there is no next step the call ends Intelligent Contact Center Telephone Administration Guide 152 Chapter 10 Routing table administration To add a Greeting step Log QUIT RETRY OK Fzud RETR ok Admin MBO AA OTHE Admin GLIST CCR OTHER Admin FAX cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT Ok SLaLus KAHHAR CHHG HET Skill mbox Pswd RESET MEST Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OWFLW UNC Route Table DAY HIGHT QUIT Day routing SETUP QUIT Ster 1 DIST GETS O
133. llPilot Manager to set up and operate Contact Center For information about Contact Center features see the Intelligent Contact Center Set Up and Operation Guide NN40040 301 Contact Center Update Intelligent Contact Center is the evolution of the existing Call Center capability on BCM Intelligent Contact Center offers additional functionality such as Reporting for Contact Center and Multimedia Contact Center You can also choose the specific number of agents and skillsets that your business requires You purchase Intelligent Contact Center and then purchase the number of agents skillsets Reporting and Multimedia as required Intelligent Contact Center has increased maximum capacities for example 80 active agents and 50 skillsets for BCM450 and 50 active agents and 30 skillsets for BCM50 Table 1 shows the capacities available for the BCM450 system Table 2 shows the capacities available for the BCM50 system Intelligent Contact Center Telephone Administration Guide 14 Chapter 1 Getting started Table 1 Intelligent Contact Center Capacities for BCM450 Features Intelligent Contact Center for BCM450 Skillsets Default 1 maximum 50 Configured agents available agent IDs Maximum 250 Active agents includes supervisors Active agents are agents who are logged in to one skillset or a combination of skillsets Default 2 maximum 80 Center Voice ports shared with CallPilot or dedicated Dyna
134. ls To use Not Ready 1 Press L 0 6 Make Not Read appears on the display If you press Ce JQ 0 8 and Break canceled appears on the display you canceled the Break Time that the Contact Center Administrator programmed for you You must press Q 0 8 again to activate the Not Ready feature If you press 9 0 6 and Agent active appears the Not Ready feature was on and you canceled it Press 0 8 again to activate Not Ready 2 When you are ready to take calls again cancel the Not Ready feature by pressing QJ If Hot reacts appears press 9 0 8 again Not Ready is automatically enabled if you do not answer your telephone and if this option is configured in Contact Center Programming Not Ready to a memory button You can have convenient one button access to Not Ready if you program a memory button with the Not Ready Feature Code If the memory button you choose has an indicator the indicator shows your busy status e Ifthe indicator is off Not Ready is off e Ifthe indicator is on Not Ready is on e Ifthe indicator is flashing the Break Time feature is on For information about programming a memory button see Programming a memory button with a Feature Code on page 27 NN40170 600 Chapter 11 Monitoring call activity 183 Logging off Log off when you complete your shift or will be away from your telephone for an extended period To log off a A OO N
135. lset overflowing the call to one or more skillsets The caller continues to hear the greetings from the original skillset sending the call to the skillset mailbox transferring the call to an extension external number mailbox skillset mailbox Automated Attendant CCR Tree or operator changing the priority of the call Note If an overflow step is configured for No Agents the overflow rule executes right away and even a forced greeting will not play If you want to play the greeting configure a timer with the No Agents rule NN40170 600 Chapter 9 Intelligent Overflow Routing 135 Examples of Intelligent Overflow Routing rules Intelligent Overflow Routing gives you flexibility in setting the rules for how calls are handled The following tables show examples of different ways you can configure Intelligent Overflow Routing rules Example 1 In this example calls to the contact center go to 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 skillset 2 the sales department skillset An agent from any of the two skillsets can answer the call The Contact Center Administrator e selects the Day service mode e sets the timer for 2 minutes and 30 seconds e selects Overflow to Skillset as the action e selects skillsets 2 and 3 Mode Conditions Action Explanation Day 02 30 Overflow 2 This Intelligent Overflo
136. lset mailbox Ba DIEBE MEST Press CHHG if you want to change the key that callers press to reach the skillset mailbox or press DISABL if you do not want callers to be able to press a key to reach the skillset mailbox press HEXT and go to step 28 or press HEXT to accept the default key and go to step 28 Mbox Kew 26 Enter the key you want to assign for the skillset mailbox and press RETRY OK Ok Mbox Kesi x 27 Press HEXT CHHG DISABL HET CCR Kew 2 Tre 1 28 The display shows the default key for a CCR Tree Er Pe Press CHHG if you want to change the key that callers press to reach the CCR Tree or press DISABL if you do not want callers to be able to press a key to reach the skillset mailbox press HEXT and go to step 32 or press OE to accept the default key and go to step 33 Note You cannot let callers transfer to aCCR Tree unless you have created a CCR Tree Refer to the CallPilot Telephone Administration Guide or the CallPilot Manager Set Up and Operation Guide CCR Kew 29 Enter the key you want to assign for the CCR Tree and press DK RETRY Ok CCR Key x 30 Press HEXT CHHG HEST CCR tree 31 Enter the number of the CCR Tree you want callers to transfer to RETRY OF and press OK CCR Kesi Trix 32 Press OE CHHG DISABL Ok Tare Horm sfer 33 Press GE Force FER Ok Another ster 34 Press YES to continue to build the table YES GUIT or press
137. mber CDN of each skillset mailbox If you do not know the skillset mailbox number see Determining a skillset mailbox number on page 66 Initialize the skillset mailbox Refer to Initializing a skillset mailbox on page 68 Record the skillset mailbox greetings Refer to Recording skillset mailbox greetings on page 74 You can use the table Skillset mailboxes on page 204 to record the skillset mailboxes you set up Intelligent Contact Center Telephone Administration Guide 66 Chapter 6 Setting up skillset mailboxes Determining a skillset mailbox number You must know a skillset mailbox number before you can set up the skillset mailbox The skillset mailbox number is the mailbox s Control DN If you know the skillset mailbox number you can initialize the mailbox Refer to Initializing a skillset mailbox on page 68 To determine a skillset s mailbox number and Message Waiting Indication telephone Set xxx HEST COH 1i xx GOTO SKILL HEST Ext 1i xx GOTO SKILL WEST Press e e 6 Press NEXT The skillset mailbox number for skillset 1 is displayed If Hone appears the skillset is not configured Press HE T to continue The Message Waiting Indication MWI extension is displayed If there are messages in the skillset 1 mailbox MWI appears at this extension You assign the MWI extension when you set up the skillset If Unawail appears you have not set up an MWI extension
138. mber is the extension associated with the skillset Incoming calls transfer to the CDN of each skillset from extensions the Automated Attendant or Custom Call Routing The CDN is the skillset mailbox number Do not plug telsets into the extension associated with the CDN When you assign a CDN to a skillset e Ifa telephone or any other device uses the same extension the contact center will not answer calls e The system assigns a skillset mailbox that uses the CDN as its mailbox number You must initialize the mailbox before you can use the skillset or the mailbox e Donot rename a telephone DN to a telephone DN used by Contact Center e Itis possible for i2004 devices to be assigned to the DN used by Contact Center The user does not receive an error message if this happens even though i2004 devices usually warn a user if there are conflicting telephone DNs Therefore it is imperative that the i2004 programming record contains a list of CDNs used by Contact Center Name The skillset name is displayed e on Contact Center displays to identify the skillset e in reports e as the skillset mailbox name The skillset name can be a maximum of 16 characters If you do not enter a name the skillset name defaults to SKILLx where x is the skillset number The name for each skillset is the same as the skillset mailbox name MWI ext Message Waiting Indication extension The Message Waiting Indication extension is an optional
139. mic agent priority levels 20 Dynamic call priority levels 20 Active calls in all skillsets 100 Maximum active calls per skillset 100 Maximum lines configured for Contact 100 Minimum 2 default 10 maximum 32 Maximum time for all greetings Voice ports with CEC 63 Voice ports without CEC 35 Voice ports for fax with CEC 8 Voice ports for fax without CEC 4 Routing tables per skillset 2 Greetings 150 Maximum time per greeting 1000 mins gt 370 hours Gigabyte Steps per routing table 20 Skillset mailboxes One mailbox is created for each configured skillset No skillset mailbox is configured by default and a maximum 50 skillset mailboxes can be configured Default 0 Maximum 50 Supervisor functionality including call monitoring Silent monitor Supervisor Help Available with Silent Monitor Maximum simultaneous monitoring sessions Caller Input Tables 50 NN40170 600 Chapter 1 Getting started 15 Features Intelligent Contact Center for BCM450 Basic Intelligent Caller Input Routing the ability to route a call to an Operator Auto Attendant skillset mailbox or CCR Tree Available Advanced Intelligent Caller Input Routing the ability to route a call based on multi digit fixed or variable strings Available Delegated Contact Center Administration If you use a BCM system there is no dedicated or default CallPilot or Contac
140. mpted the agent is prompted to enter Activity Codes on their telephone If you do not have Reporting for Contact Center enabled on your system this setting does not appear In addition to these agent properties you can assign agents Dynamic Priority when you assign them to a skillset Refer to Dynamic Agent Priority on page 122 To add an agent Loa QUIT RETRY OK Fzud RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHER Admin FAX cc CC Admin AGEHT SKILL OTHE Agent Admin ADD DEL CHHG Agent IDI x FAHGE CHHG Ok Press B Enter the telset User ID that has voice mail administration rights and press QE For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press OTHER Press OTHE Press CC Press AGENT Press ABD The first available agent number is shown Press CHHG to change the agent number and enter a new agent number or press QE to continue NN40170 600 Chapter 8 Setting up agents 117 Hamel Agentar CHHG Ok Agent name _ CHHG BESP OK SurFervisor N CHHG HET Auto answer N CHHG HET Hiss call BUSY LOGOUT BUS Ok AC entrees OPT OPT PRMPT OK Agent Admin ADD DEL CHHG 10 11 12 13 14 15 Pres
141. n assign the Service Mode Invalid You have only partially configured the skillset You cannot enable this skillset Note If you originally configure the skillset with a Day Routing Table only and enable the skillset Contact Center will recognize the Service Mode as Day Afterwards if you add a Night Routing Table Contact Center still recognizes the Service Mode as Day You must set the Service Mode to Auto to get Contact Center to function in the Auto Service Mode NN40170 600 Chapter 10 Routing table administration 175 To set the Service Mode for a skillset Psu RETRY DE Choose oFtion OPER MODE CC Service Mode 1 Auto CHHG LIEW HEAT Mode 2 Day CHHG HEST 1 Press 9 e 2 Enter the default Operator password 6 7 8 7 2J 8 6 7 Operator and press OK or if you changed the default Operator password enter the new password and press OK Press MODE This display appears briefly The display shows the Service Mode for skillset 1 In this example skillset 1 is in Auto mode Press CHHG if you want to change the Service Mode to Day or Night or press WIEW if you want to view the details for the Service Mode or press MEST if you have a Day Routing Table for skillset 2 The display shows the Service Mode for skillset 2 In this example skillset 2 is in Day mode Press CHHG if you want to change the Service Mode to Auto
142. nd press OK Press OK if you want prompting for Activity codes to be optional or press FEMFT if you want agents to be prompted and press Gk NOTE This step appears only if you use Reporting for Contact Center Press to end the session Adding multiple agents You can save time by adding more than one agent at a time When you add multiple agents the agents have the default agent name and parameters To add multiple agents Log QUIT RETRY OK Fzud RETRY ok Admin MBO AA OTHR Admin GLIST CCR OTHER Admin FAX cc CC Admin AGENT SKILL OTHE Agent Admin ADD DEL CHHG Agent IDI x FAHGE CHHG Ok 1 Press e Enter the telset User ID that has voice mail administration rights and press QE For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press OTHE Press OTHE Press CC Press AGENT Press ADD The first available agent number is shown Press EAHGE to add a range of new agents NN40170 600 Chapter 8 Setting up agents 121 Start agenti RETRY ok End agent RETRY ok SurFervisor N CHHG HET Auto answer N CHHG HET Miss call BUSY LOGOUT BUS OK AC enters OPT OPT PRMPT Ok Agent Admin ADD DEL CHHG 10 11 12 13 14
143. nference calls 179 Contact Center efficiency tips 192 Feature Codes 26 preventing call congestion 179 reporting 15 17 Contact Center Administrator Feature Codes 28 Control DN 48 65 66 196 Conventions guide 25 angled brackets 25 button options 25 buttons 25 command line 25 Copying a message 82 copyright 2 D Day mode skillset 133 Day of Week Service 15 17 Default mode skillset 133 Delay Answer feature 189 209 Deleted messages retrieving 83 Deleting messages 82 85 Destination number character limit 98 100 109 for pagers 97 when CallPilot is behind PBX or Centrex 97 Destination pager number character limit 97 Destination Off premise Message Notification numbers 89 Determining Control DN 66 Feature Codes 26 mailbox interface 67 Message Waiting Indication extension 66 skillset mailbox number 66 Intelligent Contact Center Telephone Administration Guide 214 Index DID routing 147 Directory Company 68 Disabling a skillset 56 Display 25 two line 23 Display telephone entering characters 24 Dynamic agent priority 14 16 122 E Erasing messages 82 85 F Fax Detection 148 Feature 983 telephone administration 15 17 Feature Codes 26 Activity Codes 30 agent 30 Contact Center Administrator 28 Custom Feature Codes 30 descriptions 28 30 determining 26 Display Waiting Calls F909 28 29 30 180 Log on Log off F904 28 29 30 Monitor skillsets F904 29 30 Not Ready F908 29
144. nformation see Skillset properties on page Supervisor Help e requests help from a supervisor BJO 6 Activity Codes e start a session where they can enter Activity Codes Hor Not Ready e activate or cancel the Not Ready feature on their telephone If the olog work resulting from a call requires extra time to complete an agent a can use the Not Ready Feature Code to prevent Contact Center from routing another call to them If an agent makes a telephone call or if a supervisor is monitoring a call they first use the Not Ready Feature Code to activate the Not Ready feature When the agent is ready to receive calls they use this Feature Code to cancel the Not Ready feature and receive calls again e If an agent does not answer a call within a certain number of rings the call is returned to the skillset and the agent telephone is automatically placed into Auto Busy Mode or Auto Logout Mode The agent must manually cancel the Auto Busy Mode feature by using the Not Ready Feature Code to continue to receive calls Display Waiting Calls e see during peak call periods which skillsets have the most call RJOJE activity NN40170 600 31 Chapter 3 Contact Center general properties To set the Contact Center general properties set the number of Reserved channels set the CLID parameter set the Supervisor Help request timeout value select from which skillsets a supervisor can receive help requests conf
145. nnels when you set up the General Contact Center parameters Contact Center can use additional voice channels if and when they are available maximum greeting length is the duration of the longest greeting of a skillset in seconds Intelligent Contact Center Telephone Administration Guide 192 Chapter 12 Tips for operating Contact Center Tips to improve the efficiency of Contact Center Plan for busy times e when you assign agents to the skillsets assign as many qualified agents as possible to answer calls for the skillsets e have more agents log on to a skillset when it gets busy Plan for slow times e for example if agents are logged on to skillset 1 only ensure that incoming calls to skillset 2 overflow to skillset 1 When you set up skillset parameters for skillset 2 assign a time to the Overflow parameter Then callers can still speak to an agent e When no agents are logged on to any skillset ensure that the Contact Center greetings you use for the Routing Table have Transfers set up If a Contact Center greeting transfers to a skillset mailbox callers can press 9 to leave a message in the skillset mailbox Ensure that the greeting includes that callers can press B to leave a message in a mailbox P is the default keypad button callers can press to transfer to the skillset mailbox You can select a different number NN40170 600 193 Chapter 13 Troubleshooting Contact Center This chapter contai
146. not monitor an agent who is e on a conference call e using an Answer DN e onan ISDN or Companion set e on any type of call if the maximum number of conference bridges 6 are being used Monitoring skillsets Use 9 0 Display Waiting Calls to view information about skillsets and the calls waiting in skillsets The table below describes the information in each display Display Description Skill 1 Enabled the skillset number and the status of the skillset The status can be Enabled Disabled or Uninit uninitialized 1 6 agents the skillset number and how many agents are currently logged on to the skillset 1 10 calls the skillset number and the number of calls waiting in the skillset 1 wait 9 45 the skillset number and the longest time a call has been waiting in the skillset Display Waiting Calls lets you know when a skillset in your contact center gets very busy You can ask qualified agents to log on to the busy skillset Intelligent Contact Center Telephone Administration Guide 180 Chapter 11 Monitoring call activity To monitor skillsets 1 Press eJ PJP The skillset display for skillset 1 appears On a one line display Ona two line display telephone To telephone press press 0 or GOTO enter the number of the skillset you want to monitor 2 or SKILL go to the next skillset or 6 or 6 or HEXT monitor the next enabled skillset 4 or FREI
147. ns troubleshooting information for problems that can occur while setting up and operating Contact Center Resetting passwords You can reset passwords if they are lost or forgotten To reset see the Operator password page 193 the Contact Center Administrator password page 41 a skillset mailbox password page 72 an agent password page 130 Resetting the Operator password You can reset the Operator Le J QJ 6J 2 password if it is lost or forgotten e is used by the receptionist Operator and Contact Center Administrator If you reset the Operator password it is reset to 6 7 8 7 2 8 6 7 Operator To reset the Operator password 1 Press Q9 6 6 Set xx 2 Press 7 oes In this example xx represents the CDN for skillset 1 Psud I 3 Enter JUDUL RETRY OK Resetoperpswd and press OK Reset Pswd 4 Press YES WES HO Exit 5 The session ends The Operator password is now reset to SAMs wMesejz Operator Intelligent Contact Center Telephone Administration Guide 194 Chapter 13 Troubleshooting Contact Center Agent problems Agent log on problems If an agent cannot log on at their telephone e ensure the agent ID and password match e check to see if the agent is already logged on to a different telephone e check to see if a different agent is logged on to this telephone Important considerations about how agents use features Ca
148. nswers lines and presents callers with customized menus With CCR callers can listen to pre recorded messages leave a message in a skillset mailbox or transfer to an extension With CCR you can replace Automated Attendant menus with a more sophisticated menu that offers callers a wider range of options Delay Answer Delay Answer is a feature that prevents Contact Center from answering calls and playing greetings when there are no agents available When a skillset has Delay Answer activated waiting callers hear ringback When a call comes in on a line for a skillset that does not have any free agents the call is not answered until either the Delay Answer time elapses or an agent becomes available whichever comes first Display Waiting Calls Display Waiting Calls is a Feature Code that you and agents can use to display waiting calls and view real time 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 skillset of agents logged into the skillset e number of calls waiting e the longest wait time of a call DN DN is a Directory Number or an extension number Greeting Table The Greeting Table determines which recorded greeting is played and which line is answered according to the time of day Indicator See memory button indicator Intelligent Caller Input Routing Basic Intelligent Caller Input Routing Basi
149. number destination or press EST or to choose an extension destination or press PAGER or to choose a pager number destination Enter the destination number and press OK or J The destination telephone number cannot be longer than 30 digits Press OK or to accept the destination number or press RETR or to re enter the destination number Press HEXT or to continue or press CHHG or to change the destination and repeat steps 6 through 8 NN40170 600 Chapter 7 Off premise Message Notification 105 More dest VES HO Startstart timer CHHG HEXT Stor stor timet CHHG HET Med tare ine CHHG OK Med notify ADMIN SELECT 10 11 12 13 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 CHHG or ff to change the start time or press HEST or to accept the start time Press CHNG or 1 to change the stop time or press HEST or to accept the stop time If you want to change message notification press CHHG or 1 if you want to be notified only when the skillset mailbox receives an urgent message Press OK or Press to end the session Intelligent Contact Center Telephone Administration Guide 106 Chapter 7 Off premise Message Notification To change the destination from pager to telephone or extension Med notify
150. number of the skillset whose mailbox password you want to reset and press OK The display shows whether the skillset is enabled or disabled Press MEST if the skillset is disabled or press CHHG and then press next if the skillset is enabled Press RESET to reset the password for the skillset mailbox 10 This display appears briefly 11 Press to end the session Intelligent Contact Center Telephone Administration Guide 74 Chapter 6 Setting up skillset mailboxes Recording skillset mailbox greetings After you initialize a skillset mailbox record the greetings for it You can record Primary Alternate and Personalized greetings for each skillset mailbox You record a Primary skillset mailbox greeting for everyday use The Alternate skillset mailbox greeting is an optional greeting you can record for special circumstances If your contact center subscribes to Caller ID you can record Personalized skillset mailbox greetings If you record Primary and Alternate skillset mailbox greetings you must choose which greeting plays to callers who reach the skillset mailbox You can also record greetings in an Alternate Language Callers can press P while the greeting is playing to listen to the voice prompts in the Alternate Language Remember to inform callers in the Primary skillset mailbox greeting that they can press R to hear the Alternate Language If the Operator Status is set to Yes and a caller presses 0 during t
151. of a greeting If a fax transmission starts several seconds after the start of a greeting it is possible for the fax tone not to be detected If you do not set up the routing table to detect a fax call some fax calls can be routed to agents and some fax calls can be routed to the routing table s skillset mailbox To enable a routing table to detect fax calls change the first step NN40170 600 Chapter 10 Routing table administration 149 About types of Routing Table steps You can add these types of steps to routing tables Greeting A Greeting step plays a greeting to callers waiting in a skillset You assign greeting parameters to each greeting After the greeting plays the call goes to the next routing step If there is no next step the call ends Distribute for During a distribute for step calls wait to be distributed to agents If no agents are available before the distribution time expires the call goes to the next step in the routing table If there is no next step set up in the routing table the call ends The minimum distribution time is zero and the maximum distribution time is 59 minutes and 59 seconds The default distribution time is 30 seconds Goto A Goto step is the last step in a routing table A Goto step moves the caller to an earlier routing step For example if a Goto step points to step 1 the call goes back to step 1 and repeats the steps The steps are repeated until an agent be
152. ok Admin MBO AA OTHE Admin GLIST CCR OTHER Admin FAX cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT Ok SLaLus KAHHAR CHHG HET Skill mbox Pswd RESET HEST Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OWFLW UNC Route Table DAY HIGHT QUIT Day routing WIEW ERASE IHS li zus CHHG HET KEN RETRY ok 1 10 11 12 13 14 15 Press e f Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press UTHE Press THE Press CL Press SKILL Enter the number of the skillset you want to modify a step for and press OF If the skillset is enabled press CHHG to disable it Press HEXT Press HEXT to continue Press OTHER Press KOUTE Press DAY or HIGHT In this example Day is shown Press WIEW The display shows the first step in the routing table Press CHHG if this is the step you want to change or press HET until you find the step you want to change and then press CHHG Change the parameters for the step and press OK Intelligent Contact Center Telephone Administration Guide 172 Chapter 10 Routing table administration 16 The display shows the new parameters for the step P
153. on to a pager on page 97 Turning Off premise Message Notification on or off You can turn Off premise Message Notification on or off at any time If you turn Off premise Message Notification off you do not affect any of the assigned parameters NN40170 600 Chapter 7 Off premise Message Notification 113 To turn Off premise Message Notification on or off Med notify ADMIN SELECT Hotifs on CHHG TIME OK Hotit off CHHG TIME OK Mailbox admin GREET PSwWO QUIT 1 Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message 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 Intelligent Contact Center Telephone Administration Guide 114 Chapter 7 Off premise Message Notification NN40170 600 115 Chapter 8 Setting up agents Agents handle the calls in your contact center Supervisors are agents with additional capabili
154. options that are available to you during and after playing messages Playing skillset mailbox messages CallPilot Available during and after Option Button playing Description Skip Back m 4 Rewinds the message five seconds and resumes playing it at that point Skip 3 Advances the message five seconds and continues playing from that Forward 4 point Previous m 4 Stops playing the current message and plays the previous message Message Next 6 Plays the next message in the skillset mailbox If you use this while a Message a 4 message is playing it stops playing the current message and plays the next message in the skillset mailbox Call on 4 Places a call to the sender of a message Sender Ze Help Offers a Help menu Reply Replies to a message NN40170 600 Chapter 6 Setting up skillset mailboxes 85 Playing skillset mailbox messages CallPilot Available during and after Option Button playing Description Envelope Plays the information in the message envelope Envelope information Z J2 4 includes the date and time the message was sent and if the message is internal the directory name of the sender Forward 731 4 Forwards the message to one or more mailboxes You can record an Message introduction to the forwarded message Reply 4 Replies to a message and all recipients of the message Refer to All la Note 3 on page 84 Delet
155. or Night or press LIIEW if you want to view the details for the Service Mode or press HEST Press to end the session Note Remember to manually choose the Day Routing Table or the Automatic Service Mode when your business returns to regular hours Intelligent Contact Center Telephone Administration Guide 176 Chapter 10 Routing table administration NN40170 600 177 Chapter 11 Monitoring call activity There are two ways that you and supervisors can monitor call activity at your contact center e Monitoring agent calls with Silent Monitor on page 177 e Monitoring skillsets on page 179 You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring e Display calls waiting in skillsets 9 0 e Monitor agent calls BJPR E NOTE To use 8 5 we recommend you program it to a memory button and press the 9 0 5 memory button to monitor agent calls For more information about monitoring agents see the Intelligent Contact Center Supervisor Guide Monitoring agent calls with Silent Monitor When you monitor calls as a Silent Monitor you are not detected by the agent or callers You monitor all of the calls on an agent s telephone rather than on a call by call basis When the current call is completed the monitoring session of the agent continues You do not have to reestablish the monitoring session You must be logged on before you
156. or status Ceje e e NG Sa a General Contact Center parameters Number of Reserved channels CLID Parameter No CLID Number Only Name amp Number Supervisor Help request timeout value requests from Skillsets supervisors can receive help Lines answered by Contact Center NN40170 600 Chapter 14 Contact Center Programming Record 199 Operator Business Status Password OPERATOR 67372867 Receptionist or Operator available Y N Business open Y N Answer trunks Receptionist or Operator extension Contact Center Skillset Number ___ Service Manual Day Night Skillset Number ___ Auto Manual Day Night These settings are usually changed by the receptionist or Operator on a daily basis Intelligent Contact Center Telephone Administration Guide 200 Chapter 14 Contact Center Programming Record Contact Center skillsets Default is SKILLn Skillset Rules Skillset parameter Skillset name Maximum 16 characters Control DN CDN Extension cannot be used by another telephone or peripheral MWI extension Method Break Time Least Busy default or Preferred Enter as mm ss Minimum 00 min 00 sec Maximum 59 min 59 sec Default 00 30 Delay answer Enter as mm ss Minimum 00 min 00 sec Maximum 10 min 00 sec Default 00 00 Attendant extension Language Activity Codes Prompted or Optional default You mus
157. ortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press OTHE Press OTHE Press CC Press SKILL Enter the number of the skillset you want to change and press OK The display shows whether the skillset is enabled or disabled You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue Press HEXT to continue Press OTHE Press OWFLU Press ADD The display shows the Overflow rule number Select whether you want the rule to apply to Day Night or 24 Hour mode Day is the default Select TIME if you want Overflow Routing to time how long the call waits in the skillset before it goes to the destination that you specify or select MHOAGHT if you want Overflow to apply if there are no agents logged onto the skillset or select BOTH if you want Overflow to apply if you want TIME and HOAGHT to apply NN40170 600 Chapter 9 Intelligent Overflow Routing 141 zr Timeout RETRY 2 Overflow To SSME OFLSS OTHR Data Prompt RETR OF Another rule VES Ho 15 16 18 Enter the time that a call waits in the skillset before it goes to the destination that you specify and press OK Press SSMEW if you want calls to overflow to the skillset mailbox and in the next step enter the mailbox number or press OFLS5 if you want calls to overflow to another sk
158. otify ADMIN SELECT Press CHHG or to change the start time or press HEXT or to accept the start time Press CHHG or to change the stop time or press HEXT or to accept the stop time Press CHHG or 1 to change the message type to urgent Press Ok or to accept the new default message You can choose to be notified of all new messages or urgent messages only Change the message type to urgent to be notified only when the skillset mailbox receives an urgent message Press to end the session Intelligent Contact Center Telephone Administration Guide 104 Chapter 7 Off premise Message Notification To change the destination from telephone to another destination Med notify ADMIN SELECT Hot if Fhone CHHG HET Destination PHOWE EXT PAGER lt x RETRY Ok Accert xxx RETRY Ok Hotifyicsx gt CHHG HET Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press AD IH or to set up Off premise Message Notification Press CHHG or to change the destination Press FHOME or to choose another telephone
159. oughout the day each agent should e listen to the message e write down what the message says e erase the message e return the caller s telephone call If the caller is not available the agent can try again later or pass the message on to another agent If the agent who listens to the message erases the message after writing down what it says e the next agent does not waste time listening to the same message e the next agent knows if the callback was successful or not e only one agent contacts the caller If only one agent is responsible for retrieving messages at your contact center this agent does not need to transcribe and delete each message before callback This agent handles messages and knows the status of the old messages Intelligent Contact Center Telephone Administration Guide 82 Chapter 6 Setting up skillset mailboxes Playing skillset mailbox messages Use the procedure for playing messages that corresponds to the interface you use e To play skillset mailbox messages Norstar Voice Mail on page 82 e To play skillset mailbox messages CallPilot on page 84 To play skillset mailbox messages Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface 1 Press ee Follow the voice prompts or the display button options on your telephone to open the skillset mailbox FLA Y Znen 8 saved REC AGMIH 2 Press PLAY or to listen to your messages For
160. ox 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 BBJ Follow the voice prompts or the display button options on your telephone to open the skillset mailbox Skillset namer 2 The skillset mailbox name appears briefly 3 Ifyou use the CallPilot interface e Press to open the Greetings Options menu e Go to step 4 If you use the Norstar Voice Mail interface e Press AGMIN or Press GREET or e Go to step 4 Greeting options 4 Press REC or 1 J REC CHOOSE CFWD Greeting PRIME ALT PERS Press PERS or to record a Personalized greeting Greeting Enter a Personalized greeting number of 1 2 or 3 RETRY OF Phi Press CHHG or 1 CHHG OF NN40170 600 Chapter 6 Setting up skillset mailboxes 79 PHI x xxHMEEMER EK RETRY Ok Record Greeting RETRY OF Accert greeting RETR PLAY OK 8 Enter the telephone number maximum 10 digits that you are assigning the Personalized mailbox greeting to Press OK or to accept the telephone number 9 Lift your handset At the tone record your greeting Press OF or to end the recording 10 Press OK or to accept
161. p The feature is configured as a skillset agent property When adding an agent to a skillset the administrator can choose to have that agent automatically log into the skillset at a specific DN when the Contact Center starts up Auto Login is useful when agents are not assigned to one specific telephone set and move around the contact center as needed With Auto Login all of the telephone sets are able to receive skillset calls and when used in conjunction with a Not Ready Timeout can remain available even after a call is not answered If the DN is not available then the agent is not logged in automatically until Contact Center is restarted and the DN is available Configuring automatic log in From the CallPilot Manager click Change The agent s properties page will appear Select a DN to log into This designates the DN for all skillsets Return to the skillset properties and select the list of skillsets assigned to that agent A OO N Select the agent and check Auto login Removing agents from a skillset You can remove an agent from a skillset When you remove an agent they are removed from the skillset but not from Contact Center You can assign the agent to another skillset Intelligent Contact Center Telephone Administration Guide 126 Chapter 8 Setting up agents To remove agents from a skillset Loa 1 Press l J9 8 B SEL PETRY UKE Enter the telset User ID that has voice mail administration rights and pre
162. password and press OK or f Re enter your new mailbox password and press OE or J This display appears briefly Press to end the session Resetting a skillset mailbox password You must disable the skillset before you reset the password Note Reset a password if the agent who accesses the skillset mailbox forgets the password or is Jocked out The password for the reset mailbox is 0000 The agent who accesses the skillset mailbox cannot retrieve messages until they create a new password Tell the agent to change the default password as soon as possible While the skillset mailbox has the default password the mailbox is vulnerable to unauthorized access NN40170 600 Chapter 6 Setting up skillset mailboxes 73 To reset a skillset mailbox password Log QUIT RETRY OK Fzud RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHER Admin FAR CC CC Admin AGENT SKILL OTHE Skillset RETRY QUIT OK Status KMKMEKHM CHHG HET Skill mbox Pswd RESET HEST Password reset 1 9 Press B Enter the telset User ID that has voice mail administration rights and press QE For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press OTHE Press OTHE Press CC Press SKILL Enter the
163. quest or press HO to deny the request This escalates the request and the display shows the next help request if there is one 3 When the help session is complete press to end the session For a missed request the prompt aa asked help appears After a missed request is viewed by a supervisor it is not shown to any other supervisor Intelligent Contact Center Telephone Administration Guide 188 Chapter 11 Monitoring call activity NN40170 600 189 Chapter 12 Tips for operating Contact Center This chapter has tips on improving the operation of Contact Center Agent administration Agents can log on to any telephone on the system Contact Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an abandoned agent set If an agent does not answer a call within a specified number of rings the call returns to the skillset to be presented to another agent and the telephone is placed into Auto Busy Mode by Contact Center The agent must manually cancel Auto Busy Mode to resume accepting calls Skillset administration If a call comes in on a line that belongs to a skillset with no available agents the call is not answered until either the Delay Answer Time elapses or an agent becomes available for the call During the Delay Answer period when the caller hears ringback the line the call comes in on still rings on the sets configured to answer this line If you
164. r contact center has long Delay Answer Times longer than about 10 seconds in your greeting specify to callers that their call is being tracked by Contact Center Otherwise it is possible for callers not to understand the long ringback delay and hang up Contact Center greetings Record greetings that are a maximum of 20 seconds long If your greetings are longer than 20 seconds waiting callers must wait longer before they hear a greeting The longest recorded greeting for a skillset affects the frequency with which callers hear greetings If your greeting length times vary a lot there is a very large variance in how often callers hear greetings Therefore it is best to keep greetings similar lengths if possible about 20 seconds each Ensure that when you record a greeting that transfers callers to a skillset mailbox you include in the greeting To leave a message in the mailbox press 9 or the keypad button you designate for the skillset mailbox Intelligent Contact Center Telephone Administration Guide 190 Chapter 12 Tips for operating Contact 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
165. ren x 4 Press NEXT CHHG HEST Answer lines H 5 Press CHHG CHHG NEXT If you set Answer Lines to N the display shows Disabling If you set Answer Lines to Y the display shows Enabling 6 Press to end the session Resetting the Contact Center Administrator password If you use a BCM system there is no dedicated or default CallPilot or Contact Center Administrator user ID and password For BCM you can create users with CallPilot and Contact Center rights in Element Manager You can also change the users passwords in Element Manager For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Intelligent Contact Center Telephone Administration Guide 42 Chapter 3 Contact Center general properties NN40170 600 43 Chapter 4 Contact Center greetings About Contact Center greetings Contact Center greetings encourage callers to stay on the line until an agent is available You can record greetings in different languages and change them as often as you like You can record up to 150 greetings in BCM450 You can record up to 50 greetings in BCM50 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 Types o
166. ress HEXT to view or change the next step or press C to end the session NN40170 600 Chapter 10 Routing table administration 173 Log QUIT RETRY OK Fzud RETR ok Admin MBO AA OTHE Admin GLIST CCR OTHER Admin FAX cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT Ok SLaLus KAHHAR CHHG HET Skill mbox Pswd RESET HEST Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OWFLW UNC Route Table DAY HIGHT QUIT Day routing LIEW ERASE IHS Erase table YES QUIT Table erased Day routing SETUF QUIT 1 10 11 12 13 14 15 16 To erase a Routing Table Press 9 BJB Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press UTHE Press THE Press CL Press SKILL Enter the number of the skillset you want to delete a routing table from and press OE If the skillset is enabled press CHHG to disable it Press HEXT Press HEXT to continue Press OTHER Press KOUTE Press DAY or HIGHT In this example Day is shown Press ERASE Press YES This display appears briefly Press SETUF if you want to create a new rout
167. ress OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Pswd 2 Enter the user password and press OK RETRY Ok Admin 3 Press OTHR MBO AA OTHR Admin 4 Press OTHR GLIST CCR OTHR Admin 5 Press EC FAs co CC Admin 6 Press AGEHT AGENT SKILL OTHR Agent Admin 7 Press CHHG ADD DEL CHNG Agent ID 8 Enter the ID number of the agent you want to change and press OK DIR RETRY Ok If you do not know the agent s ID number press DIF to search the directory Login Pswd 9 Press RESET if you want to reset the agent s password RESET HEST or press HEST KKHH 10 Press CHHG if you want to change the agent s name CHHG HEST or press HEXT and go to step 11 Agent name _ 11 Enter the new agent s name and press OK RETRY BESP Ok Suremwisors x 12 Press CHHG and press NEXT if you want to change the agent s CHNG MERI supervisor status or press HET Auto answeri H 13 Press NEXT if you do not want calls to be force delivered to the agent or press CHHG and then HEXT if you want calls to be force delivered to the agent Intelligent Contact Center Telephone Administration Guide 120 Chapter 8 Setting up agents Miss call BUSY LOGOUT BUS ok AC enters OPT OPT PRMPT OK 14 15 16 Press OK to accept BUS Make Agent Busy as the Missed Call Option or press LOGOUT to select Automatic Logout a
168. ring the call of the agent who requests help the supervisor is considered to have accepted the request for help How Supervisor Help works To use Supervisor Help supervisors must have a memory button programmed with the Supervisor Help feature code Ce JQ 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 information about programming a memory button see Programming a memory button with a Feature Code on page 27 When a supervisor is selected to answer an agent s help request the supervisor s telephone rings once with a distinctive tone and the Supervisor Help LCD indicator lights up and a message appears on the supervisor s display to accept or deny the call As soon as the supervisor accepts the request Contact Center starts a Silent Monitor session between the supervisor and the agent If the supervisor denies or ignores a help request the request is escalated The Ce QJ 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 NN40170 600 Chapter 11 Monitoring call activity 185 An escalated request goes to supervisors as follows No superv
169. rs Off premise Message Notification is enabled automatically Assigning an outdial method to a skillset mailbox The outdial method determines which line line pool or route code the system uses for Off premise Message Notification The default for outdial method is None You must assign an outdial method before you can use an external telephone or a pager as an Off premise Message Notification destination For more information about line pools and route codes see your system documentation Warning Do not change the extension number assigned to the skillset mailbox If this A extension number is changed callers in the skillset cannot access the skillset mailbox and you cannot change the Skillset general parameters To correct a wrong extension number change the extension number to the Control DN of the skillset NN40170 600 Chapter 7 Off premise Message Notification 91 To assign an outdial method to a skillset mailbox Log QUIT RETRY OF Fzud RETR OK Admin MEO AA OTHR Mailbox Admin ADD DEL CHHG Mbox DIF QUIT Qutdial lt none gt CHHG HET Qutdial lt line gt CHHG HET 1 Accert x RETRY 9 Press 8 B Enter the telset User ID that has voice mail administration rights and press OF For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration
170. s You can reply to internal and external callers You can reply to an external caller if your company subscribes to CLID The messages you record must be longer than three seconds The system times out after five seconds of silence Use the procedure for replying to messages that applies to the interface you use e To reply to an internal caller Norstar Voice Mail on page 86 e To reply to an internal caller CallPilot on page 87 Replying to an internal caller If you use and you want to use Norstar Voice Mail reply to the caller s extension CALL to transfer to the internal caller s extension leave a message in the caller s mailbox MSG to record and send a reply to the internal caller s mailbox CallPilot reply to the caller s extension Call Sender P to transfer to the internal caller s extension leave a message in the caller s mailbox Rerls to record and send a reply to the internal callers mailbox To reply to an internal caller Norstar Voice Mail 1 Press eJBeJEJ Follow the voice prompts or the display button options to open the skillset mailbox l new B saved PLAY REC AGMIH End of message REPLY ERASE WEST Fer ls to msa MSG CALL QUIT or 2 Press PLAY or 2 J 3 After you listen to the message press REPLY or 9 4 Press CALL or to call the caller press MSG or to record and send a reply
171. s CHHG to enter the agent s name or press OK to go to step 11 Enter the agent s name and press OK Press HEXT to keep the agent at agent status or press CHHG and then HEST to give the agent supervisor status Press HEXT if you do not want calls to be force delivered to the agent or press CHHG and then HEXT if you want calls to be force delivered to the agent Press OK to accept ES Make Agent Busy as the Missed Call option or press LOGOUT to select Automatic Logout and press OK Press Ok if you want prompting for Activity codes to be optional or press PRMPT if you want agents to be prompted and press Gk NOTE This step appears only if you use Reporting for Contact Center Press 4 to end the session Intelligent Contact Center Telephone Administration Guide 118 Chapter 8 Setting up agents Changing an agent After you add an agent you can change their properties You must use this procedure if the system times out while you are adding an agent The properties you can change for an agent are e password e supervisor status e auto answer options e missed call options e Activity Codes NN40170 600 CHHG HEST Chapter 8 Setting up agents 119 To change agent properties Log 1 Press Le J 6 8 mahal pele LOR Enter the telset User ID that has voice mail administration rights and p
172. s a maximum of 30 digits Press OF or to accept the destination telephone number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters After you add special characters press OK or to accept the destination number Enter the start time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or or PM or 2 Intelligent Contact Center Telephone Administration Guide 94 Chapter 7 Off premise Message Notification start times 9 Press OF or to accept the start time RETRY OK Stor hhmm 10 Enter the time when Off premise Message Notification is to stop RETRY sls This is a four digit field Any single digit hour and minute must be preceded by a zero stor timer 11 Press AM or RETRY AM Pr or PM or 2 stor timer 12 Press DK or to accept the stop time RETRY Ok More dest 13 Press YES or _ if you want to set up another destination number YES HO or press HO or if you do not want to set up another destination number Starticstart time 14 Press NEXT or to accept the start time that you entered CHHG HEST or press CHNG or ff to change the start time Stor itstor timer 15 Press HEXT or to accept the stop time that you entered CHHG HET or press CHNG or fi_ to change the stop time
173. s is a four digit field Add a zero to any single digit hour or minute Press CHHG to set a Primary Alert time or press HEXT and go to step 25 Enter the Primary Alert time This is a four digit field Add a zero to any single digit hour or minute The display shows the Primary Alert time Press HEXT Press CHHG to set a Secondary Alert time or press HEXT and go to step 28 Enter the Secondary Alert time This is a four digit field Add a zero to any single digit hour or minute The display shows the Secondary Alert time Press HEXT Intelligent Contact Center Telephone Administration Guide 60 Chapter 5 Setting up skillsets Atdti xxxi 30 The display shows whether the skillset has an attendant extension CHHG HET assigned Press CHHG to change the attendant extension or press HEXT and go to step 33 Ext 31 Enter the attendant extension RETRY QUIT Atdt xx 32 Press NEXT LEHHG CHEAT Prompt langi xxx 33 Press CHHG to change the prompt language CHHG HET or press HEST AC Enta OPT 34 Press NEXT if your Contact Center does not use Activity Codes or OFT PRMPT NEAT if you do not want to change the Activity Code entry type and go to step 36 or if your Contact Center uses Activity Codes select the Activity Code entry type OFT for Optional PEMPT for Prompted and press NEXT This prompt appears only if you have Reporting for Contact Center enabled on your system NOTE Althoug
174. s the Agents not logged in check box selects the skillset mailbox as the action Mode Conditions Action Explanation Day 02 30 and No Agents Overflow 2 Day 04 30 and No Agents Skillset Mailbox The call overflows to skillset 2 after the call is in skillset 1 for 2 minutes and 30 seconds and if there are no agents logged on to skillset 1 If the call is not answered within an additional 2 minutes the call transfers to the skillset mailbox Intelligent Contact Center Telephone Administration Guide 138 Chapter 9 Intelligent Overflow Routing Example 6 In this example calls to the contact center go to skillset 1 which is the company s help line The Night Service Mode is set to start at 6 00 pm After 6 00 pm there are no other skillsets with agents logged on If no agents are logged on to skillset 1 or if the call is not answered by an agent within two and a half minutes the call transfers to the skillset mailbox In this example the Contact Center Administrator inserts two rules The Contact Center Administrator e selects the Night service mode for both rules e sets the timer to 2 minutes and 30 seconds as the condition for the first rule e selects the Agents not logged in check box as the condition for the second rule e selects the skillset mailbox as the action for both rules Mode __ Conditions Action Explanation Night 02 30 Skillset Mailbox The call transfers to the
175. s the CallPilot interface Press to end the session Intelligent Contact Center Telephone Administration Guide 68 Chapter 6 Setting up skillset mailboxes Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it and before you can enable its skillset Choose a password for the skillset mailbox that is between four to eight digits long and does not start with zero Give the skillset mailbox passwords to the agents who are responsible for retrieving messages Initializing a skillset mailbox involves e choosing a password from four to eight digits long that does not start with zero e changing the skillset mailbox default password to the new password e recording the skillset mailbox name in the Company Directory To initialize a skillset mailbox 1 Press PBJ 2 Log on by following the voice prompts Use the skillset mailbox number and 0 0 0 0 the default password Must change Pswd 3 This display appears briefly to indicate that you must change the password Fzud 4 Enter a new skillset mailbox password from four to eight digits long RETRY Gk that does not start with zero Press OK or J Again 5 Reenter the skillset mailbox password and press OK or J RETRY Ok Record name 6 At the tone record the skillset mailbox name in the Company Die u Directory Do not use handsfree Includ
176. s to technical issues e sign up for automatic notification of new software and documentation for Nortel equipment e open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you don t find the information you require on the Nortel Technical Support Web site and have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain the phone number for your region http www nortel com callus Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can use an Express Routing Code ERC to quickly route your call to a specialist in your Nortel product or service To locate the ERC for your product or service go to http www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller NN40170 600 23 Chapter 2 About Contact Center telephone administration Setting up Contact Center with a two line display telephone You cannot use a single line display telephone to set up and administer Contact Center You must use a two line display telephone Two line display telephones show Contact Cen
177. se Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers The following steps show you how to enter a telephone number destination and then add a pager destination for the first time 1 2 Meg notify 3 ADMIH SELECT Destination 4 PHOHE EXT PAGER Phi 5 RETR ok ox 6 ADD OK Start hhrmm 7 RETRY OK start timer 8 RETR AM FH Press PJEBJE Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press AD IH or to set up Off premise Message Notification Press FHOME or to choose a destination telephone number Enter the destination telephone number and press OK or The destination telephone number cannot be longer than 30 digits Press OE or to accept the destination telephone number represented by lt x gt or press ADD or to add special characters and use your dialpad or follow the voice prompts to add characters Enter the start time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preced
178. skillset mailbox if the call is not answered within 2 minutes and 30 seconds Night No Agents Skillset Mailbox The call transfers to the skillset mailbox if there are no agents logged on to skillset 1 Example 7 In this example calls to the contact center go to skillset 1 which is the company s order desk Skillset 1 agents are the company s experienced sales agents If no agents are logged on to skillset 1 and if the call is not answered by an agent within two and a half minutes the call overflows to skillset 2 Skillset 2 agents are the company s less experienced sales agents The Contact Center Administrator e selects the Day service mode e sets the timer to 2 minutes and 30 seconds e selects the Agents not logged in check box e selects Overflow as the action e selects skillset 2 Mode Conditions Action Explanation Day 02 30 and No Agents Overflow 2 The call overflows to 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 NN40170 600 Chapter 9 Intelligent Overflow Routing 139 Example 8 In this example calls to the contact center are answered by skillset 1 the company s sales skillset If a call is not answered within 10 seconds it overflows to skillset 2 If the call is not answered within an additional 20 seconds the call goes to the skillset 1 mailbox The Contact Center Administr
179. snsssnnneennnennnnnnnnnnnnnnnnnnnnnnnnnnnnennnnn 37 To seltse einer 38 To configure lines for Contact Center unusssssennneenneennnnennnnennnnnnnnnnnnnnnnnnennnnnnnnnnnnn 40 To Sel the Answer Lines sah une 41 Contact Center greetings 0 cece eee e eee eee eee 43 To record a Contact Center Greeting zen nen ee u 44 Selling up SKNISEIS cs unuaa0 una aaa aan aha 47 TIERES a a 51 E EE E ee E Ri T E T 55 Ter aioe ASK Reken 56 HAS SEN Bene 58 TE nconigdie SANE ae 62 Setting up skillset mailboxes H2usnannn nennen nun nenn 65 To determine a skillset s mailbox number and Message Waiting Indication telephone 66 To check which CallPilot interface you use u 2220u44240nnnnnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnannnn 67 Tomnyalze a sklet MADOX nat a 68 To open a skillset mailbox Norstar Voice Mail 444444444444000Rnnnnann anne 69 To open a skillset mailbox GallPihlnas una 69 To open a skillset mailbox from an outside telephone us440nm44nnenHonnen nn 70 To open a skillset mailbox directly from an outside telephone 44444n ne gt 70 To change a Skillset Mailbox password en enina 72 To reset a skillset Mailbox Password anne ia 73 To record a Primary or Alternate skillset mailbox greeting 4444444Hn nenn 75 To choose a Primary or Alternate skillset mailbox greeting 76 To record a Personalized skillset mailbox greeting
180. ss E For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Pzud 2 Enter the user password and press OK RETRY DK Admin 3 Press OTHR MBO AA OTHR Admin 4 Press OTHR GLIST CCR OTHR Admin 5 Press EC FAH cc CC Admin 6 Press SKILL AGEHT SKILL OTH Skillset 7 Enter the number of the skillset you want to remove an agent from RETRY SUIT DK and press OK Status KKKKKEX 8 The display shows whether the skillset is enabled or disabled CHNG ET The skillset must be disabled before you can delete an agent from it To disable a skillset see Disabling a skillset on page 56 Press HEXT to continue Skillset Admin 9 Press AGEHT FARM AGENT ROUTE Asent Skillset 10 Press DEL ADD DEL WTEW Agent ID 11 Enter the ID number of the agent you want to remove and press OK DIR RETRY Or HHHH 12 The display shows the agent s name DEL QUIT Press DEL Agent deleted 13 This display appears briefly 14 Press to end the session NN40170 600 Chapter 8 Setting up agents 127 To view agents in a skillset You can review the agents in a skillset Log QUIT RETRY OF Fzud RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHER Admin FAX cc CC Admin AGENT SKILL OT
181. ss CC FAY Be CC Admin 6 Press OTHR AGENT SKILL OTHR CC Admin 7 Press GETG GRTG FARM CC greeting 8 Enter the number of the greeting you want to record and press OE RETRY Ok CC 9resting x 9 Lift the handset and press REC RETRY PLAY REC NN40170 600 Chapter 4 Contact Center greetings 45 Record greeting RETRY Ok Accert greeting RETRY PLA OK CC greeting RETR OK 10 Record your greeting using the telephone handset 11 12 Do not use handsfree When you are finished press OK Press PLA to listen to the greeting or press RETR to re record the greeting or press OK to save the greeting Enter another greeting number and press OK to record another greeting or press to end the session Intelligent Contact Center Telephone Administration Guide 46 Chapter 4 Contact Center greetings NN40170 600 47 Chapter 5 Setting up skillsets About skillsets Contact Center skillsets answer and distribute calls to agents as they become available Skillsets hold calls for different contact center departments such as sales and technical support For BCM450 you can have a maximum of 50 skillsets for Contact Center For BCM50 you can have a maximum of 30 skillsets for Contact Center You cannot change the properties of a skillset while it is enabled You must disable the skillset If you want to change the CDN disable the skillset and wai
182. ss CHHG to set a Secondary Alert time or press HEXT and go to step 28 Enter the Secondary Alert time This is a four digit field Add a zero to any single digit hour or minute The display shows the Secondary Alert time Press HEXT Press CHHG to assign an attendant to the skillset or press HEXT and go to step 30 You must enter an MWI DN before you enter an attendant extension Enter the extension number of the attendant set Press HET Press CHHG to use the alternate language prompts and press HET or press HET to use the primary language prompts Press HEXT if your Contact Center does not use Activity Codes and go to step 33 or if your Contact Center uses Activity Codes select the Activity Code entry type OFT for Optional PRMPT for Prompted and press HEST This prompt appears only if you have Reporting for Contact Center enabled on your system NOTE Although you can set this Activity Code parameter by telephone you must use CallPilot Manager to create Activity Codes For more information see the Intelligent Contact Center Set Up and Operation Guide or CallPilot Manager online help If you use Expected Wait Time enter how many calls you want to use to calculate ETW The range is 2 to 256 calls The default is 10 If you do not use Expected Wait Time go so step 36 Intelligent Contact Center Telephone Administration Guide 54 Chapter 5 Setting up skillsets
183. ss MORE to view more information about the rule or press HE T to continue Press CHANGE if you want to change the priority of the Overflow rule or press HE T to continue If you do not have a priority setting configured this display does not appear Press to end the session Intelligent Contact Center Telephone Administration Guide 144 Chapter 9 Intelligent Overflow Routing To delete Overflow rules Loa 1 Press l J9 8 B ge Beige DR Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Pswd 2 Enter the user password and press OK RETR Ok Admin 3 Press OTHR MBOX AA OTHE Admin 4 Press OTHR GLIST CCR OTHR Admin 5 Press EC FAK CE CC Admin 6 Press SKILL AGEHT SKILL OTHR Skillset 7 Enter the number of the skillset you want to change and press OK RETR QUIT Ok Status KMRKEXE 8 The display shows whether the skillset is enabled or disabled CHHG HEATI You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue Skill mbox Pswd 9 Press HEXT to continue RESET HEAT Skillset Admin 10 Press OTHR FARM AGENT OTHER Skillset Admin 11 Press ONIFLW RO
184. ssage prompting you to enter the MWI DN The attendant extension must be different than the MWI DN Language preference Language preference can be either Primary or Alternate The language preference is the language choice used for prompting callers who transfer to the Automated Attendant or CCR You can choose a language preference only if your system is configured as bilingual Intelligent Contact Center Telephone Administration Guide 50 Chapter 5 Setting up skillsets Activity Codes Activity Code entry types are Prompted and Optional Optional is the default If you select Optional an Activity Code session is not automatically displayed on the agent s telephone but they can press F907 and enter Activity Codes If you select Prompted the agent is prompted to enter Activity Codes on their telephone If you do not have Reporting for Contact Center enabled on your system this setting does not appear Expected Wait Time Expected Wait Time parameters are EWT sample How many previous calls are used to calculate EWT You can enter a number between 2 and 256 calls EWT Increase Allowed Enabled by default which means that EWT is recalculated if it increases and the appropriate EWT greeting is played If not enabled callers do not hear recalculated expected wait times if the wait time increases Whether enabled or not callers hear the appropriate EWT greeting if the wait time decreases Initia
185. ssword Log off Element Manager Note If you are using a BCM system see the BCM Networking Configuration Guide for information about setting up Silent Monitor Note If the Silent Monitor setting is set to non silent there is a conference tone at the start of calls that you monitor therefore monitoring isn t silent In the UK the default for Silent Monitor is non silent In North America the default is silent Using Silent Monitor with Answer DN If you have an Answer DN programmed for your main telephone and you are using Silent Monitor from your main telephone the telephone that you have programmed as your Answer DN telephone rings briefly when you monitor an agent who is not on a call and the agent answers or places a call you start to monitor an agent who is on an active call you monitor an agent who puts a call on hold and answers another call or unholds the original call Monitoring tips More than one supervisor can log on to the same skillset An agent can be monitored by only one supervisor at a time NN40170 600 Chapter 11 Monitoring call activity 179 e While you are on a call do not initiate a monitoring session e You must use a two line display telephone e Use a headset rather than handsfree when you monitor calls This ensures call privacy and reduces the office noise level Check the documentation for your telephone to make sure that you can use a headset with it Note You can
186. t Center Administrator user ID and password The System Administrator can create users with CallPilot and Contact Center rights in Element Manager For more information see the Nortel Business Communications Manager 5 0 Administration and Security Guide Intelligent Overflow Routing rules you create to overflow change the priority of and move calls to multiple skillsets a skillset mailbox an internal or external number a mailbox the Auto Attendant or an operator Available Available Intelligent CLID DNIS Routing 1000 rules Overflow rules per skillset 20 Overflow skillsets Default 0 maximum 49 Service Mode you specify the start and end times for the day and night skillset for Available each day of the week Limited Feature 983 telephone administration evallable CallPilot Manager Available Reporting for Contact Center Available Must be enabled with keycode Expected Wait Time 20 tables Activity Codes 2 000 entries Reporting for Contact Center must be enabled to configure Activity Codes Multimedia Contact Center Available Must be enabled with keycode Intelligent Contact Center Telephone Administration Guide 16 Chapter 1 Getting started Table 2 Intelligent Contact Center Capacities for BCM50 Features Intelligent Contact Center for BCM50 Skillsets Default 1 maximum 30 Configured agents available agent IDs Maximum 100
187. t Center Administrator monitors the overall performance of the contact center and balances the staffing according to call traffic demands Call Forward All Calls CFAC This feature forwards all calls from a telephone to another extension number For example all calls from a telephone can be forwarded to the CDN of a skillset Call Forward No Answer CFNA This feature forwards unanswered calls from a telephone to another extension number A call is considered unanswered if no one answers the call before a specified number of rings Call Forward On Busy CFB This feature forwards all calls from a telephone to another extension if any of the lines assigned to the telephone are busy Channel A channel is the voice path that Contact Center uses to play greetings to callers A voice channel is also the voice path used when anyone uses a Feature Code to access Contact Center Class of Service The Class of Service defines the values for mailboxes Control Directory Number CDN The Control Directory Number Control DN or CDN is the extension number of a Contact Center skillset The CDN is the number used to transfer calls to a skillset The CallPilot installer is responsible for assigning a CDN to each skillset before the skillset can be enabled NN40170 600 Glossary 209 Custom Call Routing CCR CCR is a routing feature that you can program to present a customized menu of single digit choices to callers CCR automatically a
188. t have Reporting for Contact Center enabled Expected Wait Time sample 2 256 Expected Wait Enabled default Service Mode Time Increase or Allowed Disabled Initial Call 00 00 01 24 00 00 Duration Default is 00 03 00 Auto Day Night 24 Hour default NN40170 600 Chapter 14 Contact Center Programming Record 201 Intelligent Contact Center Telephone Administration Guide 202 Chapter 14 Contact Center Programming Record Contact Center agents Agent ID Agent name Supervisor status y or n Name and of skillsets agent is assigned to Auto answer y or n Missed call option Busy or Logout Priority NN40170 600 Chapter 14 Contact Center Programming Record 203 Skillset assignments Skillset name and Agent ID and name Priority Intelligent Contact Center Telephone Administration Guide 204 Chapter 14 Contact Center Programming Record Skillset mailboxes Skillset Mailbox name Mailbox number Control DN MWI extension Mailbox password NN40170 600 Chapter 14 Contact Center Programming Record 205 Routing Tables Skillset Day or Night Step
189. t until there are no calls in the skillset before you change the CDN How incoming calls are sent to a skillset Incoming calls are sent to a skillset in one of the following ways You assign a line to be answered directly by a skillset For information about configuring lines see Configuring lines on page 39 A receptionist agent or subscriber receives a call and transfers the call to a skillset They can transfer the call to a skillset by pressing 7 O or TRANSFER and entering the CDN of the skillset The receptionist agent or subscriber must not use the Call Pickup feature The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that routes them to the CDN of the skillset Calls can be forwarded to the Voicemail extension of the skillset by Call Forward All Calls CFAC Call Forward No Answer CFNA or Call Forward On Busy CFB For information about these features see the Nortel Business Communications Manager 5 0 Configuration Device Guide Note Agents are restricted in how they can use CFAC CFNA and CFB For more information see Important considerations about how agents use features on page 194 Intelligent Contact Center Telephone Administration Guide 48 Chapter 5 Setting up skillsets Skillset properties Skillset number Number of the skillset in BCM450 1 to 50 Number of the skillset in BCM50 1 to 30 Control DN The Control Directory Nu
190. t while it is enabled You must disable the skillset If you want to change the CDN disable the skillset and wait until there are no calls in the skillset before you change the CDN Intelligent Contact Center Telephone Administration Guide 58 Chapter 5 Setting up skillsets To change a skillset Log 1 Press JQ 8 BB CSN PETRY UR Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Pswd 2 Enter the user password and press OK RETR Ok Admin 3 Press OTHR MBOX AA OTHE Admin 4 Press OTHR GLIST CCR OTHR Admin 5 Press CL FAs CC CC Admin 6 Press SKILL AGEHT SKILL OTHR Skillset 7 Enter the number of the skillset you want to change and press OK RETR QUIT Ok Status XEXKKME 8 The display shows whether the skillset is enabled or disabled L EHNG NEST You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue Skillset Admin 9 Press FARM FARM AGEHT ROUTE SMMMMEEREEE 10 Press CHHG if you want to change the name of the skillset CHHG HEAT or press HEST and go to step 11 Skillset name 11 Enter the new skillset name and press OK RETRY er UK For how to enter characters on the
191. telephone number that indicates that a skillset mailbox has messages waiting The MWI extension that you assign shows Message for you on the telephone display when there are new messages in the skillset mailbox The MWI DN defaults to None If you forget the MWI extensions for a skillset mailbox you can view the MWI extensions by using the procedure Determining a skillset mailbox number on page 66 Note If you plan to use Attendant Extension you must enter an MWI DN You can use MWI DN without an attendant extension but you cannot configure an attendant extension without an MWI DN The MWI DN must be a different number than the attendant extension Method of Call Distribution The method of call distribution determines to which of several available agents to route the call There are two methods of call distribution Longest Idle and Preferred Longest Idle routes the call to the agent who has been available the longest Preferred routes the call to the agent with the highest priority best qualified agent is 1 If there are several agents with the highest priority the agent available longest with that priority is selected The default method of call distribution is Longest Idle NN40170 600 Chapter 5 Setting up skillsets 49 Break Time Break Time is a time period for agents to complete paperwork after they finish a call After an agent completes a call they are taken out of the skillset for the Break T
192. ter 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 Skillset 1 Enabled SKILL HET An example of a two line display Display command line Display button options Display buttons System timeout If you pause longer than 2 minutes 120 seconds when you program Contact Center on a two line display telephone the system times out and ends the session This is a safety feature that prevents unauthorized use of the system For example if the system times out before you enter all the settings for a skillset you must use the procedures in Changing skillset properties on page 57 to finish setting up the skillset Intelligent Contact Center Telephone Administration Guide 24 Chapter 2 About Contact Center telephone administration Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters Each button represents a number and letters of the alphabet To enter a character press the dialpad button that represents the letter or number Press the button again to see the next letter or number To accept a character press or press another button When you press another button the cursor advances and the display shows the first character on the n
193. ter the user password and press OK Press OTHE Press OTHE Press CC Press SKILL Enter the number of the skillset you want to change and press OK The display shows whether the skillset is enabled or disabled You must disable the skillset before you make changes to it To disable the skillset Press CHHG and press HEXT to continue Press HEXT to continue Press HE T to continue Press OTHE Press OWFLU Press CHHG The first Overflow rule shown here as rule 1 is displayed If you want to change another rule press NEXT until you see the display in step 19 Press CHANGE if you want to change the mode of the Overflow rule mode is either Day Night or 24 Hour or press HET to continue NN40170 600 Chapter 9 Intelligent Overflow Routing 143 li time CHANGE MEST 1 Ho agents CHANGE MEST 1 lt info gt CHANGE MORE HEST 1 Priority CHANGE HET Overflow rules AL CHHG DEL 15 16 17 18 19 Press CHAHGE if you want to change the time of the Overflow rule or press HE T to continue If you do not have a time set for this Overflow rule this display does not appear Press CHANGE if you want to change the agent setting of the Overflow rule or press HE T to continue The display shows additional information about the Overflow rule What appears depends on the parameters for the rule Press CHANGE to change the information displayed or pre
194. the waiting call You can have no more than two active calls at one time Intelligent Contact Center Telephone Administration Guide 26 Chapter 2 About Contact Center telephone administration Feature codes You use Feature Codes to perform Contact Center functions on your telephone Feature Codes are assigned during installation This guide shows the default Feature Codes Contact Center can also use custom Feature Codes If the default Feature Codes are used by another application your system automatically assigns custom Feature Codes If your System Administrator has assigned custom Feature Codes you can use the table Feature Codes on page 198 to record the Custom Feature Codes To determine the Feature Codes 1 Losin out Foxx 2 HEST 3 Reads Hode Foxx 4 HEST 5 6 7 Press JQ J The display shows the name and number of the Log In Log Out Feature Code xx represents a number between 00 and 99 Press HEST The display shows the name and number of the Ready Mode Feature Code Press HEST to see more Feature Codes When the display shows QUIT you have seen all the Feature Codes Press to end the session NN40170 600 Chapter 2 About Contact Center telephone administration 27 Programming a memory button with a Feature Code Each Feature Code can be programmed to a memory button Nortel recommends that you use memory buttons with indicators to program the
195. ties Supervisors can monitor calls between agents and callers You can record your agent programming in the table Contact Center agents on page 202 About adding agents The maximum number of configured agents depends on the BCM system you use For capacities see Contact Center Update on page 13 Active agents are agents who are logged in to one skillset or a combination of skillsets For example If Agent 1 is logged in to skillset 1 then it is one active agent If Agent 1 is logged in to skillset 1 and skillset 2 then there is one active agent If Agent 1 and Agent 2 are logged in to skillset 1 then there are 2 active agents If Agent 1 Agent 2 and Agent 3 are logged in to skillset 1 then there are three active agents For more information about Contact Center agents see the Intelligent Contact Center Agent Guide NN40040 101 Agent properties Agent ID Each agent is assigned a unique ID number Contact Center assigns the lowest available ID number but you can assign a different number when you add the agent Statistics are collected and reported for each ID number For more information about statistics see the Reporting for Contact Center Setup and Operations Guide Name The agent name can be a maximum of 13 characters If you do not enter a name a default agent name appears as the word Agent and the ID number for example Agent12 Supervisor Super indicates that an agent has supervisor status A superv
196. ting 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 see Routing Table administration on page 190 Intelligent Caller Input Routing Basic Xfer While the greeting plays callers can e press 1 to transfer to the Automated Attendant e press 0 to transfer to the Operator e press 9 to leave a message in the skillset mailbox e press 2 to transfer to a CCR Tree These are the default keypad buttons You can change the keypad buttons Ensure that the Non business hours greetings have Intelligent Call Input Routing Basic enabled so that callers can direct how they transfer their calls NN40170 600 Chapter 10 Routing table administration 151 Intelligent Caller Input Routing Advanced Intelligent Caller Input Routing Advanced uses the Caller Input Rules you create to change the priority and route calls to other skillsets or locations based on caller multi digit DTMF input Callers enter a sequence of DTMF digits such as a charge card number or passcode The caller input is used to determine ca
197. ting table administration To review Routing Table steps Log QUIT RETRY OK Fzud RETR OK Admin MBO AA OTHE Admin GLIST CCR OTHER Admin FAK cc CC Admin AGENT SKILL OTHE Skillset RETR QUIT Ok SLaLus XMKMEH CHHG HEST Skill mbox Pswd RESET MEST Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OVFLW UNC Route Table DAY HIGHT QUIT Day routing WIEW ERASE IHS li AKAH CHHG HEST End table AL QUIT Foute Table DAY HIGHT QUIT 1 10 11 12 13 14 15 16 Press e f Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press OTHE Press OTHR Press CC Press SKILL Enter the number of the skillset you want to review and press OK Press HEXT Press HE T to continue Press OTHR Press ROUTE Press DAY or HIGHT In this example Day is shown Press WIEN Press HEXT to view each remaining step This display appears when you reach the last step Press to end the session NN40170 600 Chapter 10 Routing table administration 171 To modify Routing Table steps Log QUIT RETRY OK Fzud RETR
198. tion Guide 44 Chapter 4 Contact Center greetings Transfer greeting A transfer greeting lets a caller transfer their call Please press 1 to leave a message and one of our agents will return your call Press 2 to return to the previous choices Non business hours greeting Bed I hours greeting will be played after your business is closed You have reached Bridgestone Computers Our hours of service are Monday to Friday from 8 00 until 12 00 and 1 00 until 5 00 To leave a message please press 0 An agent will return your call when we re open Thank you for calling Recording a Contact Center greeting Before you 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 Contact Center greeting Loa 1 Press l J9 8 8 ul RETRY Dil Enter the telset User ID that has voice mail administration rights and press OK For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Fzud 2 Enter the user password and press OK RETRY Ok Admin 3 Press OTHR MBO AA OTHR Admin 4 Press OTHR GLIST CCR OTHR Admin 5 Pre
199. tions AA routes calls in response to a caller s dialpad selections For a greater range of options and services for incoming calls a Custom Call Routing CCR menu can be assigned to play instead of the Automated Attendant menu Automatic Answer Automatic Answer is an agent parameter that force delivers calls to an agent If Automatic Answer is enabled the agent hears a tone that indicates that a call is delivered The agent is automatically in the handsfree mode If Automatic Answer is not enabled calls ring at the agent s telephone and the agent must manually answer the calls Break Time Break Time is a time period you set up for agents to complete paperwork or other tasks after they finish a call After an agent completes a call no calls are routed to them for the Break Time The agent can extend or cancel the Break Time by using the Not Ready Feature Code Intelligent Contact Center Telephone Administration Guide 208 Glossary CCR See Custom Call Routing CDN See Control Directory Number Contact Center Contact Center receives holds and routes calls to agents in a contact center contact center A contact center is a department or a business that uses Contact Center to handle numerous incoming calls A contact center typically employs several agents to answer calls Contact Center Administrator The Contact Center Administrator sets up and manages the day to day operation of a contact center The Contac
200. tions are called three times Off premise Message Notification the Retry Intervals and Maximum Number of Attempts for skillset mailboxes are assigned through the Class of Service settings in CallPilot Manager Skillset mailboxes have a default Class of Service of 1 Class of Service 1 has these default settings for Off premise Message Notification e Off premise Message Notification enabled e a Retry Interval of five minutes e a Maximum Number of Attempts of 3 For information about changing Class of Service settings see the CallPilot Manager Set Up and Operation Guide NN40090 300 You must assign start and stop times for telephone and destinations Off premise Message Notification begins when the start time is reached Set the start time for a time when you are at the destination number so that you are there to receive calls A person who receives an Off premise Message Notification call can cancel Off premise Message Notification to their destination number This is useful if a destination is incorrectly programmed and a wrong party receives the calls The recipient of an Off premise Message Notification call hears the following voice prompt Message for name of mailbox owner To log on press N If you have received this call by mistake please press 2 Intelligent Contact Center Telephone Administration Guide 90 Chapter 7 Off premise Message Notification After you set the Off premise Message Notification paramete
201. u or press CHNG or fi_ to change the pager message The combined limit is 30 characters for the pager telephone number and the pager message Hotifys pager 19 The display shows that the second destination is a pager Gn lt I NEKT Press HEAT or to continue Hotify 3 none 20 Press HEXT or to continue SETUP HEAT or press SETUP to add another destination NN40170 600 Chapter 7 Off premise Message Notification 101 Startidstart timer CHHG HEST Stor stor timer CHHG HEAT Med tyre new CHHG OK Med notify ADMIN SELECT 21 22 23 24 Press HEXT or to accept the start time that you entered or press CHNG or fi to change the start time Press HEXT or to accept the stop time that you entered or press CHNG or 1 to change the stop time 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 Intelligent Contact Center Telephone Administration Guide 102 Chapter 7 Off premise Message Notification Changing Off premise Message Notification You can change the parameters and destinations for Off Premise Message Notification Refer to Off premise Message Notification parameters on page 91 for more information about parameters If you want to change the time or messa
202. ute for Accept default distribute for 00 30 thirty seconds 5 Greeting Greeting 3 please wait greeting Not forced play Intelligent Call Input Routing Basic with operator default 6 Goto Routing Table step 2 To set up the Day Routing Table example Loa 1 QUIT RETRY OF Fzud 2 RETRY Ok Admin 3 MBO AA OTHR Admin 4 GLIST CCR OTHE Admin 5 FAK cc CC Admir 6 AGEHT SKILL OTHR Skillset 7 RETRY QUIT CE Status KAKAN 8 CHHG HET Press B Enter the telset User ID that has voice mail administration rights and press OE For information about creating a user with voice mail administration rights see the Nortel Business Communications Manager 5 0 Administration and Security Guide Enter the user password and press OK Press UTHE Press THE Press CL Press SKILL Enter the number of the skillset you want to set up and press OK If the skillset is enabled press CHHG to disable it Press HEMT Intelligent Contact Center Telephone Administration Guide 164 Chapter 10 Routing table administration Skill mbox Pswd RESET HEST Skillset Admin FARM AGENT OTHE Skillset Admin ROUTE OWFLW UMC Route Table LAY HIGHT GUIT Day routing SETUP QUIT Greeting ture EWT HORMAL Ster 1 LIST GETG OTHE CC 9reetindg x RETR OK CC 9reetindg x R
203. uting Table 174 Setting up Off premise Message Notification to a pager number 97 to a telephone number 93 to an extension number 95 skillset parameters 51 Silent Monitor 177 Skillset 24 Hour Service mode 133 Day mode 133 default mode 133 disabling 56 how lines are answered 47 maximum greeting length 191 name 211 night mode 133 problems changing general parameters 196 properties 48 Service Mode 133 start and end times 15 17 Skillset mailbox about 65 changing password 71 checking for messages 81 Class of Service 65 determining MWI extension 28 determining number 28 greeting example 74 78 initializing 68 leaving a message in 190 192 listening to messages 81 Message Waiting Indication extension 66 messages 81 messages waiting 210 number 48 65 66 opening 69 opening remotely 70 password 68 71 password changing 71 resetting password 72 retrieving messages 81 tips 190 192 Skillset parameters Control Directory Number CDN 48 Delay answer 209 Message Waiting Indication extension 210 Method of Call Distribution 210 setting up 51 Skillset name 211 Skipping forward in messages 83 84 Skipping forward to end of messages 82 Steps Routing Table 149 Supervisor functionality 14 16 Symbols 25 T Table Routing Table 147 Telephone line display 23 Tips agent administration 189 Contact Center general parameters 190 recording contact center greetings 189 Routing Table administration 190 skillset administration
204. ve a long distance Off premise Message Notification destination number Setting up Off premise Message Notification Follow these instructions if you have not set up Off Premise Message Notification and are setting it up for the first time If you have set up Off Premise Message Notification see the section on Changing Off premise Message Notification on page 102 To set up Off premise Message Notification to see a telephone number page 93 an extension page 95 a pager page 97 NN40170 600 Chapter 7 Off premise Message Notification 93 To set up Off premise Message Notification to a telephone number Med notify ADMIN SELECT Destination PHOWE EXT PAGER Fh RETR OK lt x ADD OK Start hhmm RETR OK start timer RETRY AM FH Press PBJ Follow the voice prompts or the display button options to open the skillset mailbox If you use the CallPilot interface e Press to open the Mailbox Tools e Press HOTIF or to open the Off premise Message Notification menu e Go to step 3 If you use the Norstar Voice Mail interface e Press ADMIH or e Press 6 to open the Off premise Message Notification menu e Go to step 3 Press AD IH or to set up Off premise Message Notification Press FHOME or to choose a telephone number destination Enter the destination telephone number and press OK or The destination telephone number i
205. w Routing rule applies only if there are one or more agents are logged on If a call is not answered by an agent before 2 minutes and 30 seconds the call overflows to skillset 2 When a call overflows it also remains queued at the original skillset destination Note If you want calls to overflow to multiple skillsets specify all the skillsets in the same rule The call bypasses skillsets with busy agents and overflows to the next skillset with an available agent Example 2 In this example calls to the contact center go to skillset 1 The Administrator wants to ensure that lower priority calls do not wait in a skillset indefinitely If a call waits for 2 minutes or more a higher priority is assigned to the call The Contact Center Administrator e selects the 24 Hour Service mode e sets the timer for 2 minutes e selects Change Call Priority only as the action and selects 1 as the new call priority Mode Conditions Action Explanation 24 Hour 02 00 Change call priority This Intelligent Overflow Routing rule applies to any call to 1 that has been waiting in skillset 1 for 2 minutes If a call is not answered by an agent when the timer elapses the call priority changes to the highest priority Intelligent Contact Center Telephone Administration Guide 136 Chapter 9 Intelligent Overflow Routing Example 3 In this example calls to the contact center go to skillset 1 which

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