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Avaya BCM 2.0 Call Center User's Manual

1. Hot recorded Record new VES HO GUIT Record greeting RETRY DE Accert greeting RETRY PLAY OF Mailbox admin GREET PSwWD ait 10 11 Recording the Queue Mailbox greetings 53 Press GREET or 2 Press FEC or f Press ALT or to record the Alternate Queue Mailbox greeting Note If you are changing the greeting the current recorded Alternate Queue Mailbox greeting begins to play If this is the first time that you are recording an Alternate greeting this display appears briefly to indicate that no greeting has been recorded Press YES or and record the Alternate Queue Mailbox greeting at the tone Press OK or to end the recording Press OF or to accept the greeting Press PLAY or to listen to the greeting Press RETRY or 2 to erase and re record the greeting Press to end the session Repeat steps 1 to 10 to record the other Alternate Queue Mailbox greeting Choosing the Primary or Alternate Queue Mailbox greeting After you record the Primary and Alternate Queue Mailbox greetings choose which greeting you are going to use You can change the selection at any time and as often as needed If a greeting is not chosen Enterprise Edge 2 0 Call Center automatically plays the Primary Queue Mailbox greeting Note If you choose the Alternate Queue Mailbox greeting remember to change back to the Primary Queue Mailbox greeting at the appropriate
2. The display shows the name and number of the Log In Log Out Feature Code The xx represents a number between 00 and 99 Press HEXT The display now shows the name and number of the Make Busy Feature Code The xx represents a number between 00 and 99 Press HEST Continue pressing HET to show all of the Enterprise Edge Feature Codes This display appears when you reach the last Enterprise Edge Feature Code the Record Call Feature Code Press QUIT or to end the session Enterprise Edge 2 0 Call Center Set Up and Operation Guide 18 Enterprise Edge Feature Codes Programming a memory button with a Feature Code Each Enterprise Edge 2 0 Call Center Feature Code can be programmed to a memory button We recommend that you use memory buttons with indicators to program the Feature Codes A memory button indicator is the triangle next to a memory button These indicators are useful for several Enterprise Edge 2 0 Call Center purposes monitoring call activity showing the Login Logout status of agents and showing the Make Busy status of agents For information about how the status appears refer to the Enterprise Edge 2 0 Call Center Agent User Guide To program a memory button 1 Do not lift your handset Press Feature _ Program Features 2 A display appears briefly to indicate that you are going to program features Press a button 3 Press a programmable button that has an indicator QUIT
3. For example to reach your pager enter P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 72 Off premise Message Notification Ce CC where specifies the next digits are special characters recognizes dial tone specifies the next digits are numbers to be dialed 6 5 6 J J 8 4 is the pager telephone number dialed inserts a timed pause Depending on the company supplying your paging service the programming sequence varies For more information about setting the destination telephone number parameters for your pager contact your pager company Setting up Off premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destinations The following steps show you how to enter a telephone number destination and then add a pager destination for the first time To set up Off premise Message Notification to more than one destination number 1 Press Feature 9 8 f1 Loa 2 Enter the Queue Mailbox number and password as a GUIT RETRY OK continuous number Press OK or Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Psu prompt appears press THF to access the Lag display Queue name gt The Queue Mailbox name appears briefly Anew B sawed 3 Press APMIH or 8 PLAY REC ADMIH Mailbox admin 4 Press f
4. w Aa O N pe N oO N N N N w N Aa N Or N Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Agent ID number 1 100 assigned by Enterprise Edge 2 0 Call Center 27 Agent name Maximum 13 characters DEFAULT AGENTnn nn is the Agent ID number Priority Agent Qualification value 1 highest 5 lowest DEFAULT 3 Supervisor Agent status yes or no Agent Administration 137 Queue number and Queue name that the agent is assigned to 28 29 30 3 32 33 34 35 36 37 38 39 40 Al A2 A3 44 45 46 47 48 49 50 51 52 53 54 P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 138 Agent Administration Agent ID number 1 100 assigned by Enterprise Edge 2 0 Call Center 55 Agent name Maximum 13 characters DEFAULT AGENTnn nn is the Agent ID number Priority Agent Qualification value 1 highest 5 lowest DEFAULT 3 Supervisor Agent status yes or no Queue number and Queue name that the agent is assigned to 56 57 58 59 60 6 62 63 64 65 66 67 68 69 70 71 72
5. 73 74 75 76 77 78 79 80 81 82 Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Agent ID number 1 100 assigned by Enterprise Edge 2 0 Call Center 83 Agent name Maximum 13 characters DEFAULT AGENTnn nn is the Agent ID number Priority Agent Qualification value 1 highest 5 lowest DEFAULT 3 Supervisor Agent status yes or no Agent Administration 139 Queue number and Queue name that the agent is assigned to 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 140 Agent Queue and Supervisor Agent Queue Assignment Agent Queue and Supervisor Agent Queue Assignment Copy page before using Agents assigned to Agents assigned to Queue ___ Supervisor Queue Number __ Maximum 16 queues Agent Maximum 16 queues Agent ID number and Agent name Yes or No Agent ID number and Agent name Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Call Center Queue Mailbox Administration 141 Call Center Queue Mailbox Administration Queue Number Maximum 16 queues Call Center Queue Mailbox name Call
6. Inserting Hotify 1inone 8 SETUP NEXT P0911641 Issue 02 Anew B saved 3 Mailbox admin 4 Mea notify 5 Off premise Message Notification 83 The Queue Mailbox name appears briefly Press ADMIN or B Press 6 to open the Off premise Message Notification menu Press AD IH or to set up Off premise Message Notification The type of destination appears on the display Note The x gt represents the type of destination telephone extension or pager The destination number appears on the display Note The x gt represents the type of destination The lt 4 represents the destination number For example Ext i2223 Press OTHE to insert a new destination number in the first Off premise Message Notification position Motifs 1 or press HEST to scroll through the destinations until you find the destination position where you want the new destination and then press OTHR Note The x gt represents the type of destination phone extension or pager Press IHS to insert a destination number Note The x gt represents the type of destination phone extension or pager This display appears briefly to confirm that the destination was inserted Press SETUP to set up a new destination number and follow the steps in Setting up Off premise Message Notification to a telephone number on page 67 or Setting up Off premise Message Notification to an extension number on page 65 or
7. A B1 extension is the extension that you dial to call a telephone or peripheral Note For information about determining an available B1 extension refer to your Enterprise Edge Programming Record and your Enterprise Edge Installation and Maintenance Guide e The extension assigned as the CDN must be used exclusively for the CDN Ifa telephone or any other device uses the same extension the Call Center queue will not answer calls Queue name Name The Queue name is a maximum of 16 characters If you do not enter a Queue name the Queue name defaults to QUEUEn where n is the Queue number The Queue name for each queue is the same as the Queue Mailbox name Message Waiting Indication extension MWI DN The Message Waiting Indication extension is an optional telephone number that indicates when a queue mailbox has messages waiting The MWI extension that you assign shows essage for ou on the telephone display when there are new messages in the queue mailbox The MWI DN defaults to None If the MWI extensions for each queue mailbox are forgotten you can determine which MWI extension is assigned to each queue mailbox For information on how to determine the MWI extensions refer to Determining the Control DN Queue Mailbox number on page 48 Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Setting up queue parameters 33 Method of Call Distribution Method The method of call distribution determine
8. Ensure that Transfer Basic with Queue Mailbox is selected for greetings whenever you want callers to be able to press zero to leave a message in the queue mailbox Remember to explain in your greeting that the caller can press zero to leave a message in the queue mailbox Ensure that Transfer Basic Queue Mailbox is selected for Non business hours greetings so that you do not miss any messages When a Goto Routing Table step follows a greeting the target Goto step should be a Distribution time step If the Goto target step after a greeting is another greeting the caller hears two greetings in a row Tips about call center general parameters Do not assign all the available voice channels as Reserved channels Enterprise Edge 2 0 Call Center can use any voice channel but Reserved channels are never used by Enterprise Edge Voice Messaging A Reserved or voice channel is used when a call center greeting is played to a caller Off premise Message Notification notifies you that there is a message P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 126 Tips to calculate longest wait time a caller could be on hold Tips to calculate longest wait time a caller could be on hold The formula used to calculate the longest wait time a caller can be on hold without hearing a greeting is maximum calls Wait Time voice channels x maximum greeting length where wait time is the longest wait time
9. telephone or extension lt P H gt The destination number appears on the display Note The x gt represents the type of destination The lt 4 gt represents the destination number For example Ext 12223 Hotifur lt x 16 Press HEXT or to continue CHHG HEST Note The x gt represents the type of destination telephone or extension P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 80 Off premise Message Notification More dest 17 Press HO if you are adding only one destination VES HO number Press YES to add additional destination numbers f Startitstart time 18 Press HEXT or f to accept the start time that you CHNG NEAT entered Press CHNG or fi to change the start time Note Steps 18 and 19 allow you to review the start and stop times Storistor timet 19 Press HEXT or f to accept the stop time that you CHANG HET entered Press CHHG or 1 to change the stop time Meg ture new 20 You can choose to be notified of all new messages or CHHG Ok urgent messages only Press GE or to accept the default message type new Choosing the new message type means you are notified whenever you receive a new message Press CHHG or to change the message type to urgent Changing the message type to urgent means you are notified only when you receive an urgent message Mea notify 21 Press to end the session ADMIN SELEC
10. 4 To enable the Secondary Alert select the Secondary Alert check box 5 Use the arrow buttons in the Secondary Alert box to change the Secondary Alert time The Secondary Alert time must be greater than the Primary Alert time 6 If you are using Enterprise Edge Call Center Reporting in MIS Address box type the host name or IP address of the computer running this application Note The MIS Address box is available only when you have Enterprise Edge Call Center Reporting enabled 7 From the Reserved Channels list box select the number of channels reserved for Enterprise Edge 2 0 Call Center 8 Click the OK button Enterprise Edge 2 0 Call Center System Configuration Report Information about call center configuration is included in Enterprise Edge Voice Messaging Configuration Report For information about how to generate this report refer to the Enterprise Edge Voice Messaging Set Up and Operation Guide The following describes Enterprise Edge 2 0 Call Center information included in the System Configuration Report Call Center Parameters This section of the System Configuration Report lists the current settings for the Call Center general parameters For information about Call Center general parameters refer to Setting up Call Center general parameters on page 115 Call Center Agents This section of the System Configuration Report lists the following information for each agent in the Enterprise Edge 2 0 Call Center
11. 5 Click the OK button The agent password is set to 0000 6 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Deleting an agent To delete an agent 1 Click the Call Center menu and then click Agents The Call Center Agents dialog box appears 2 Click the agent you want to delete 3 Click the Delete button The Confirm Delete dialog box appears Note If the agent you are deleting is logged in a dialog box appears asking if you want to log the agent off and then delete the agent To delete the agent click the Yes button 4 Click the Yes button 5 Click the OK button Repeat steps 2 to 5 for each agent you want to delete 6 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Forcing agent log out Normally agents log out when they are no longer available to receive calls If an agent leaves and does not log out you can force the agent to log out When logged out an agent will not receive any new calls from Enterprise Edge 2 0 Call Center To force the agent to log out 1 Click the Call Center menu and then click Agents The Call Center Agents dialog box appears 2 Click the agent you want to log out 3 Click the Check Status button A dialog box appears with the log in status of the agent P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 30 Forcing agent log out 4 If the agent is l
12. Administrator Guide Lines that are programmed to be answered by Enterprise Edge 2 0 Call Center must not be programmed to be answered by another Enterprise Edge peripheral or application You can assign Enterprise Edge 2 0 Call Center to answer incoming calls after a specified number of rings The number of rings ranges from zero to 12 If the number of rings is left at zero Enterprise Edge 2 0 Call Center answers immediately P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 112 Adding and assigning several lines For lines equipped with Caller ID you must assign the number of rings to two or more Caller ID information is not provided until just prior to the second ring so assigning the number of rings to zero or one prevents Caller ID information being relayed Without Caller ID information features related to Caller ID will not operate To add a line and assign a queue 1 Click the Call Center menu and then click Lines The Lines Administration dialog box appears Click the line you want to assign to a queue Click the Change button The Line Administration dialog box appears Click the Call Center option In the Queue box type the number of the queue you want to answer this line In the Number of rings box type the number of rings before Enterprise Edge 2 0 Call Center answers You must enter a number from 0 to 12 Click the OK button Click the Close button to return to the Enterpri
13. Automatic the default start time for Day mode is 8 00 am and the default start time for Night mode is 5 00 pm You can change these times when you set up the Routing Tables The Automatic Service Mode uses the times and the steps that you set up in the Day and Night Routing Tables Manual Routing Table Method When you assign the Manual Service Mode to a queue you or the Operator company receptionist must manually choose the Day Routing Table or the Night Routing Table For example when you choose Queue 1 Night the steps set up in the Night Routing Table for Queue 1 are used until you manually change the mode to Queue Day When the Service Mode is Manual the times are still set up in the Routing Tables but they are ignored by Enterprise Edge 2 0 Call Center Although the Manual Service Mode does not use the Routing Table times the Routing Table steps are used Choose the Manual Service Mode and the Night Routing Tables when your queue e closes at a certain hour for the weekend e has irregular hours e closes for special holidays Note Remember to manually choose the Day Routing Table or choose the Automatic Service Mode when your business returns to regular hours Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Call Center Service Modes 107 Changing the Service Mode The default call center Service Mode is Automatic The default day start time is 8 00 am and the default night start time 5 00 pm
14. Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Monitoring Enterprise Edge 2 0 Call Center 1 call activity Introduction This chapter describes e Monitoring call activity e an Example of monitoring call activity Monitoring call activity You and the agents at your call center can monitor call activity by watching the memory button indicators programmed with the Queue Status Feature Code and with the Login Logout Feature Code For more information on this method of monitoring refer to General Call Center parameters on page 115 The agents and the System Administrator can get a detailed real time current status of call activity using the Queue Status Feature Code As your call center receives calls use the Queue Status Feature Code on your telephone display to view the e Queue number and queue status Enabled or Disabled e number of agents logged in to the call center queue e number of calls waiting in the queue e the longest time a call has waited in the queue When agents use the Queue Status Feature Code on a single line display telephone the display automatically changes every five seconds until all of this information is shown for the selected call center queue After the call center queue information is displayed the feature exits The Queue Status information lets you know when a queue in your call center gets very busy You can then ask qualified agents to log in to the busy queue
15. Note When you program the Open Mailbox Feature Code using a memory button with an indicator is not required peas code 4 Press Feature QUIT F 5 Enter the Feature Code number you want to program BAIT CLERR For example enter 0 to program the Queue Status Feature Code Programmed The display shows that the button has been J programmed Repeat steps 1 to 5 for each Enterprise Edge 2 0 Call Center Feature Code you want to program Use the paper labels that come with your Enterprise Edge telephone to identify the programmed button To use the Feature Code press the labeled button Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Feature Codes used by the System Administrator 19 Feature Codes used by the System Administrator The System Administrator uses Feature Codes to e open the queue mailbox e set the Operator or Service mode status e determine a Control Directory Number DN e view the queue status These Feature Codes appear in the table Enterprise Edge 2 0 Call Center System Administrator Feature Codes If you have Custom Feature Codes record these in the appropriate column in this table Enterprise Edge 2 0 Call Center System Administrator Feature Codes Operation Default Feature Code Custom Feature Codes Open Mailbox Feature Q f Feature Q Operator Service Control Feature 6J 2 Feature Q Message Touch Extension Featu
16. This includes the general parameters the assigned agents and the Routing Table information To delete queue parameters 1 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears Click the queue you want to change Click the Unconfigure button A confirmation dialog box appears Click the Yes button Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Assigning an agent to a queue You can assign an agent to one or more queues Each agent is responsible for answering calls for the queues they are assigned to To assign an agent to a queue 1 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears Click the queue to which you want to assign agents Click the Configure button The queue s dialog box appears Click the Agents tab The assigned agents are displayed P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 44 Deleting agents from a queue 5 From the Available list box click the names of the agents you want to assign to the queue Note To assign more than one agent press the Control key or Shift key while selecting additional agents To assign all of the agents to this queue click the Assign All button Click the Assign button The names of the agents you selected move to the Assigned list box Click the OK button to save your changes and return
17. to open the Off premise Message GREET PSWD QUIT Notification menu Msa notifs 5 Press APMIH or 1 _ to set up Off premise Message ADMIN SELECT Notification Hot init This display appears when Off premise Message J Notification has not been set up for this mailbox Destination 6 Press FHOME or _ to choose a destination telephone PHONE EXT PAGER number Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Off premise Message Notification 73 Ph 7 Enter the destination telephone number and press OK or RETRY Ok The destination telephone number cannot be longer than 30 digits ox 8 Press OK or to accept the destination telephone ABD Ok number The lt gt represents the telephone number Press ALL or 2 to add special characters For information refer to Adding special characters to the destination number on page 71 After you add special characters press OK or to accept the destination number Start hhmm 9 Enter the start time for Off premise Message RETRY Ok Notification This is a four digit field Any single digit hour and minute must be preceded by a zero start time 10 Press AM or or FM or 2 J RETRY AM FM start timer 11 Press OK or to accept the start time RETRY OK Stor hhmm 12 Enter the time when Off premise Message Notification RETRY OF is to st
18. 2 Press QJ NEXT Note The xxx represents the Control DN for Queue 1 Fswd 3 To reset the System Administrator password enter RETRY Ok the password RESETSMPSWD which is entered by pressing 7 8 7 8 8 7 6 7 7 8B and press OK Reset Pswd 4 Press ES to reset the password WES HO Exit 5 The system exits once you have reset the password The System Administrator password is now reset to the default password of four zeroes 0 0 0 0 J If the Call Center Queue Mailbox password is forgotten refer to Resetting the Queue Mailbox password on page 58 If an agent forgets their password you can reset the agent s password To reset the agent s password refer to Changing agent information on page 28 Agent log in problems If an agent cannot log in at their telephone check the following e ensure the Agent ID and password match e check to see if the agent is already logged into a different telephone e check to see if a different agent is logged into this telephone Problems enabling the call center queue The queue must be assigned a valid Control DN before you can enable it If you cannot enable a queue ensure that you assigned a valid Control DN Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Problems and solutions 131 Cannot change the Call Center Queue General Parameters There are two possible reasons why you cannot change the Call Center Queue General Parame
19. 4 to start flashing quickly The memory button programmed with Feature _ 9 0 9 shows the status of all queues on the system The memory button programmed with Feature 9 0 4 shows the status of the queues that the agent is logged into These features warn you that a call has been waiting an unacceptable amount of time For information on programming memory buttons with indicators refer to Programming a memory button with a Feature Code on page 18 The warning indicators stop automatically when the situation returns to normal You assign the Secondary alert time in minutes and seconds The default value is 00 00 which means there is no Secondary alert time Note Agents do not need to be logged in before they see the Queue Status memory button flashing A memory button must be programmed with the Queue Status Feature Code and the Secondary alert time must be set up before the memory button indicates the queue status Setting up general call center parameters To set up the general Call Center parameters 1 Click the Call Center menu and then click General Parameters The Call Center General Parameters dialog box appears 2 To enable the Primary Alert select the Primary Alert check box Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Enterprise Edge 2 0 Call Center System Configuration Report 117 3 Use the arrow buttons in the Primary Alert box to change the Primary Alert time
20. 78 e Changing the destination type from telephone or extension to a pager on page 80 Changing Off premise Message Notification parameters To change the Off premise Message Notification parameters assuming that you have entered a time range 1 Loa 2 QUIT RETRY Ok Queue name Anew B saved 3 PLAY REC ADMIN Mailbox admin 4 GREET FSW QUIT Meg not if a 5 ADMIN SELECT Motif lt gt xP lt u gt P0911641 Issue 02 Press Feature 9 8 f1 J Enter the Queue Mailbox number and password as a continuous number Press OK or Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Psu prompt appears press THF to access the Loa display The Queue Mailbox name appears briefly Press ADMIH or B Press 6 to open the Off premise Message Notification menu Press APMIM or to set up Off premise Message Notification The type of destination appears on the display Note The x gt represents the type of destination telephone extension or pager The destination number appears on the display Note The x gt represents the type of destination The 4 gt represents the destination number For example Ext 12223 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 76 Off premise Message Notification f Hotifar t gt 6 Press CHHG or to change t
21. 94 95 96 97 98 99 100 P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 146 Routing Table Administration Routing Table Administration Day Routing Table steps Queue Number ___ Maximum 16 queues Step Number 4 Type of step Greeting Distribution Time Goto or Disconnect Step parameters Copy page before using SO CO NI WO QI BR OJIN oO 4 4 N ee Aa nn Oo N pe 20 Routing Table Administration Night Routing Table steps Queue Number ___ Maximum 16 queuess Copy page before using Step Type of step Step parameters number Greeting Distribution Time Goto or Disconnect 2 Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Routing Table Administration 147 Routing Table Administration Copy page beforeiiing Night Routing Table steps Queue Number ___ Maximum 16 queuess Step Type of step Step parameters number Greeting Distribution Time Goto or Disconnect SO CO NY AO QO BR Q P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 148 Setting up general Call Center parameters Setting up general Call Center parameters Number of Reserved channels
22. Business page 151 Status P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 134 Feature Code checklist Feature Code checklist Feature name Feature Code Feature name Feature Code Open Mailbox 98lor9 ss Service extension 9850r9 se Operator Status 9820r9 Busy Mode 908 or9 __ Log in out 9040r9 __ Queue Status 909 oro __ Call Center Queue Parameter Administration Call Center Rules Default Queue 1 Queue 2 Queue Maximum 16 queues Maximum 16 queues Parameter Queue name maximum 16 characters QUEUEn Control DN Extension cannot be used None CDN by another telephone or peripheral MWI ext None Method either Long or Prefer Long Wrap Enter as mm ss 00 30 minimum 00 min 00 sec maximum 59 min 59 sec Note 00 00 means no Wrap Delay answer Enter as mm ss 00 00 minimum 0O min 01 sec maximum 10 min OO sec Note 00 00 means Delay Answer is not activated Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Intelligent Overflow Administration Each queue can have up to 10 rules Intelligent Overflow Administration 135 Copy page before using Queue Service Mode Conditions Destination circle one ae Timer n Move to Queue ___ ight Overflow to Queue s Agents not logged in Always oe Send to Queue Mailbox ae i Move to Queue ___ ight Overfl
23. Center Queue Mailbox number same as the Control DN MWI ext Call Center Queue Mailbox password oi NNI N Gi A OINI oO N wo Aa O P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 142 Greeting Administration Greeting Administration Copy page before using Maximum 16 queues Photocopy Greeting Administration record for each queue Greeting Administration Queue Number Greeting Description of greeting Greeting Greeting Overflow Overflow Overflow Number parameters parameters to AA to to Queue Maximum Normal or Transfer DTMF Operator Mailbox 100 Forced None or digit DTMF DTMF Play Transfer digit digit Basic 4 SO COO NI OO OQ BR OJIN oO 4 j N wo Aa Or N pe N o N N N N w N a N nn N N N Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Greeting Administration Queue Number Greeting Number Maximum 100 28 Description of greeting Greeting parameters Normal or Forced Play Greeting parameters Transfer None or Transfer Basic Greeting Administration 143 Overflow to AA DTMF digit Overflow to Operator DTMF digit Overflow to Queu
24. DIAL option 62 to an internal message sender 61 using the CALL option 61 using the MSG option 61 Reserved channels 126 Resetting agent password 28 Queue Mailbox password 58 system administrator password 130 Retrieving messages from Queue Mailbox 59 Reviewing agents 45 Routing Table steps 105 Rings assigning 112 113 Routing Table about 93 assigning queue hours 100 changing values of steps 105 Distribution time step examples of 101 Goto steps 95 Greeting parameters 94 Greeting step 94 hours 93 106 maximum number of steps 93 parameters of Greeting step 94 reviewing the steps 105 setting up 101 steps 94 tips 125 Routing Table Method about 107 Automatic 106 changing 107 Manual 106 P0911641 Issue 02 163 S Saving messages 60 Secondary alert 116 Service Mode 35 Setting up general call center parameters 116 general parameters 115 Off premise Message Notification to a pager number 69 to a telephone number 67 to an extension number 65 queue parameters 33 Single line display telephone 14 Spanish language option 115 Special characters in destination number 71 start and end times 14 Steps Routing Table 94 supervisor agent status 21 supervisor agent password 21 Supervisor Functionality 13 Supervisor Monitor feature 45 Symbols 10 System Administrator Feature Codes 19 System administrator resetting password 130 role 15 T Table Routing Table 93 Telephone two line 14 Time Primary alert time limit 116 Secondary
25. FSW or 4 GREET FSW Gu al Fswd 5 Choose a new password from four to eight digits long RETRY Ok that does not start with zero Enter the new Queue Mailbox password and press OK or Again 6 Enter the new Queue Mailbox password again and RETRY Ok press OK or Password OK 7 This display appears briefly to indicate that the J password was changed Mailbox admin 8 Press to end the session GREET PSWD GUIT Resetting the Queue Mailbox password If the Queue Mailbox password is forgotten you must reset this password Resetting a mailbox password changes it to the default password 0 0 0 0 After the Queue Mailbox password has been reset you must change the default password and enter a new password Ensure that you tell the new password to the agents responsible for listening to Queue Mailbox messages The Queue Mailbox password should be reset only if it is forgotten You cannot listen to messages in the Queue Mailbox until the default password is changed To reset the Queue Mailbox password 1 Click the Mailbox menu and then click Change Delete The Mailbox Administration dialog box appears 2 Click the Queue Mailbox that requires the password reset 3 Click the Change button The Mailbox Administration dialog box appears 4 Click the Reset Password to default check box 5 Click the OK button 6 Click the Close button Enterprise Edge 2 0 Call Center Set Up and Operatio
26. For information about how the status appears refer to the Enterprise Edge 2 0 Call Center Agent Card Message Waiting Indication MWI The Message Waiting Indication appears on the telephone display as Message for you when there are new messages You assign a telephone as the designated MWI extension for each Call Center Queue Mailbox Message Waiting Indication extension MWI DN The Message Waiting Indication extension is an optional telephone number that indicates when a queue mailbox has messages waiting The MWI extension that you assign shows essag3e for ou on the telephone display when there are new messages in the queue mailbox P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 156 Method of Call Distribution Method The method of call distribution determines which of several available agents to route the call to There are two methods of call distribution Longest idle and Preferred The Longest idle method of call distribution routes the call to the agent who has been available the longest The Preferred method of call distribution routes the call to the agent with the highest priority best qualified agent Off premise Message Notification Off premise Message Notification is a feature that notifies you at a destination number that you set up when there are new or urgent messages left in the Call Center Queue Mailbox Peripheral A peripheral is equipment that is added
27. From button and type the location of the greeting in the Upload From box to upload a previously recorded greeting or click the Browse button to locate a previously recorded greeting Click the Close button Repeat steps 2 to 5 for each greeting you want to record P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 92 Changing call center greetings Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Routing Table Administration gQ Introduction The Routing Table determines how the system answers holds and routes incoming calls to agents in your call center This chapter describes e The Routing Table e Setting up a Routing Table e About Routing Table steps e Planning the Routing Table steps e Adding Routing Table steps e Assigning queue hours of operation e Examples of setting up the Day and Night Routing Tables e Reviewing the Routing Table steps e Changing the existing steps in the Routing Table e Changing the Service Mode Routing Table You set up the Routing Tables in Enterprise Edge 2 0 Call Center to handle incoming calls for each call center queue For each queue there is one Routing Table for Day service and another Routing Table for Night service Set up the Day Routing Table for the hours when your service is available Set up the Night Routing Table for the hours when your service is not available The maximum number of steps in the Day Routing Table
28. General Queue Properties tab open Click the Overflow tab Click the Insert Entry button The Insert Overflow Rule dialog box appears Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 40 Using Intelligent Overflow to control call handling 6 7 10 11 From the Service Mode list box select Day Night or Always Click the Timer check box and use the arrows to assign the time that the call waits in the queue before it goes to the destination that you specify Select the Agents not logged in check box to specify that Intelligent Overflow checks whether there are agents logged on to the queue or clear the Agents not logged in check box and Intelligent Overflow does not check to see if agents are logged on to the queue At the Destination option select Move to Queue Send to Queue Mailbox or Overflow to Queue as the destination for calls If you select Move to Queue select the queue you want calls to move to from the list box or if you select Overflow to Queue select the queue you want calls to overflow to from the list box To select a range of queues click the first queue hold down the Shift key and click the last queue To select multiple queues hold down the Ctrl key and click the queues you want Click the OK button The queue s dialog box shows the Intelligent Overflow Mode Condition and Destination for the queue To add another rule to the queue or to configure Intelligent Ov
29. PM or 2 J RETRY AM PM stor timet 14 Press OE or to accept the stop time RETRY OK J More dest 15 Press H if you are adding only one destination YES LMU J number Press YES to add additional destination numbers l Startitstart timer 16 Press HEXT or to accept the start time that you es NEKT entered Press CHNG or i to change the start time Note Steps 16 and 17 allow you to review the start and stop times Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Stor shor timer l CHHG TA Med Lyre new CHHG f Mea not ifa AGCMIM SELECT 17 x 18 19 Off premise Message Notification 67 Press HEXT or to accept the stop time that you entered Press CHHG or to change the stop time You can choose to be notified of all new messages or urgent messages only Press OK or to accept the default message type new This means you are notified whenever you receive a new message Press CHHG or to change the message type to urgent Changing the message type to urgent means you are notified only when you receive an urgent message Press to end the session Setting up Off premise Message Notification to a telephone number You must assign an outdial route before you can assign a telephone number as a destination for Off premise Message Notification For information about assigning an outdial route refer to Assigning an outdial route
30. You can change the call center Service Mode using the Operator feature code Feature _ 9 8 2 or Enterprise Edge Operator Manager When you change the call center Service Mode using the Operator feature code there are five possible Service Modes auto The queue 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 queue das The queue 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 queue uses the Manual Service mode and the Night Routing Table You must configure the Day Routing Table before you can assign the Manual Service Mode and the Day Routing Table 24hour The queue uses the Day Routing Table only You must configure the Day Routing Table for 24 hour operation to use this Service Mode uninit The queue is not configured You must configure the queue before you can assign the Service Mode The display Business orent does not affect the call center Service Mode or the times you set up for the Routing Table To change the call center Service Mode 1 Press Feature 9 8 2 Pwd 2 Enter the default password The default password for RETRY oe this Operator Service Control Feature Code is OPERATOR or 6 7 8 7 2 8 6 7 and press OK Make sure the supervisor agents know this
31. agent forgets to log out the System Administrator can force the agent to log out For information refer to Forcing agent log out on page 29 Make Busy Feature Code Feature 908 The agent uses the Make Busy Feature Code to activate or cancel the Make Busy feature on their telephone If the work resulting from a call requires extra time to complete an agent can use the Make Busy Feature Code to prevent Enterprise Edge 2 0 Call Center from routing another call to them If an agent makes a phone call or if a supervisor agent is monitoring a call they first use the Make Busy Feature Code to activate the Make Busy feature When the agent is ready to receive calls they use this Feature Code to cancel the Make Busy 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 queue and the agent telephone is automatically placed into Auto Busy Mode The agent must manually cancel the Auto Busy Mode feature by using the Make Busy Feature Code to continue to receive calls Press Feature 0 8 to use the Make Busy Feature Code Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Feature Codes used by call center agents and supervisor agents 23 Note For more information on the Make Busy Feature Code refer to the Enterprise Edge 2 0 Call Center Agent User Guide You can program a Wrap period if the agents in your call center need time afte
32. alert 116 Tips agent administration 123 call center general parameters 125 queue administration 124 Queue Mailbox 125 127 130 154 155 recording call center greetings 124 Routing Table administration 125 Transfer Allowed disabled 95 enabled 95 Troubleshooting agent log in problems 130 cannot change the Call Center Queue Parameters 131 problems enabling the queve 130 Two line display using 14 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 164 type 26 Type of agent 26 U Unconfiguring the call center queue 43 Using Intelligent Overflow 35 Using Enterprise Edge Call Center 15 v Viewing agents in a queue 45 voice channel 125 Voice channels 115 Volume control 60 W Wrap 33 157 Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02
33. automatically saved Volume X Adjusts the volume of the message that is Control playing The volume increases each time you press After four consecutive presses the volume returns to the lowest level This option is not shown on the display Notes 1 Because the Queue Mailbox has limited message storage space erase any messages you no longer need After a certain time period the saved messages is be erased automatically 2 You can reply to an outside caller by dialing them back if your company Enterprise Edge 2 0 Call Center Set Up and Operation Guide subscribes to Caller ID service Refer to Replying to an external message sender on page 62 P0911641 Issue 02 Replying to messages Replying to messages 61 You can reply to internal message senders and to external message senders To reply to a message from an external message sender your company must subscribe to a Caller ID service Replying to an internal message sender You can reply to a message from an internal message sender by Using the CALL option If you select CALL you are immediately transferred to the internal message sender s directory number You must have an initialized mailbox and an operating extension to use the CALL option Using the MSG option If you select the MSG option begin recording your reply at the tone To reply to an internal message sender Log QUIT RETRE Queue name gt l new B saved PLA
34. call center queue mailbox The Goto step is not an option for the first Routing step because there are no possible target steps yet The Goto target step cannot be itself For example if step 20 is a Goto step you cannot assign 20 as the target step Disconnect option Adding a Disconnect step allows a call to be released from the queue If the first step in a Routing Table is a Disconnect the call center will not answer the line P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 96 Planning the Routing Table steps Planning the Routing Table steps To have a clear record of the Routing Table steps you intend to create photocopy and complete Routing Table Administration on page 146 Adding Routing Table steps You can add greeting steps distribution time steps and Goto steps and disconnect steps to the Routing Table Adding greeting steps Greeting steps play a message to the waiting caller To add a greeting step 1 On the Call Center menu click Queues The Call Center Queues dialog box appears Click the number of the queue you want to add a greeting step to To create a new queue that starts with a greeting step click a queue named Unused Click the Configure button The queue s dialog box appears Click the Day Routing tab to add a greeting step to a Day Routing table or click the Night Routing tab to add a greeting step to a Night Routing Table Click a step in the routing ta
35. describes e Problems and solutions Problems and solutions The following common problems can occur while using Enterprise Edge 2 0 Call Center The solutions are provided after a description of the problem Resetting passwords The Operator Service Control Feature Code Feature _ 9 8 2 password can be reset if it is lost or forgotten This is the Feature Code and password used by the company receptionist Operator or System Administrator To reset the Operator Service Control Feature Code password COH 1 tee HEXT Pswd RETR OK Reset Pswd VES HO Exit P0911641 Issue 02 Press Feature 9 8 5 J Press 7 Note The xxx represents the Control DN for Queue 1 To reset the Operator Service Control Feature Code password enter the password RESETOPERPSWD which is entered by pressing veJ 8 8 6 7 6 7 Ze 8 and press OK Press YES to reset the password The system exits once you have reset the password The Operator Service Control Feature Code password is now reset to the default password OPERATOR which is entered by pressing EJMbJZesesej Enterprise Edge 2 0 Call Center Set Up and Operation Guide 130 Problems and solutions The System Administrator password can be reset if it is lost or forgotten To reset the System Administrator password 1 Press Feature 9 8 5 CDM 1 neces
36. each day of the week Click the OK button Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Assigning a queue for 24 hour operation 1 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears Click the queue you want to set up Click the Configure button The queue s dialog box appears Click the queue s Service Mode tab Select the 24 hour check box for the days of the week that you want the start times disabled for example on Saturday and Sunday Click the OK button Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Examples of setting up the Day and Night Routing Tables The following two examples show how to set up Routing Table steps Examples of Routing Tables Each type of Routing Table step appears in the following Example Queue Day Routing Table steps Example Queue 1 Day Routing Table steps Step Type of step Step parameters number Greeting Greeting 1 Information greeting Forced with Transfer None enabled Distribute for 01 00 one minute Greeting Greeting 2 General Company greeting Not Forced Play Transfer Basic set up with defaults P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 102 Examples of setting up the Day and Night Routing Tables Step Type of step Step parameters number 4 Distr
37. improve the efficiency of the call center Tips about call center agent administration You can have a maximum of 100 agents in your call center You can have a maximum of 48 agents logged in to Enterprise Edge 2 0 Call Center at any one time Agents can log in to any telephone on Enterprise Edge There is an Auto Busy Mode feature to Enterprise Edge 2 0 Call Center that ensures that Enterprise Edge 2 0 Call Center calls do not ring indefinitely at an abandoned agent set If the agent does not answer a call within a specified number of rings the call returns to the queue to be presented to another agent and the telephone is placed into Auto Busy Mode by Enterprise Edge 2 0 Call Center The agent must manually cancel Auto Busy Mode to resume accepting calls P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 124 Tips about call center queue administration Tips about call center queve administration You cannot change the queue parameters or add change or delete lines assigned to a queue while a queue is in use You can access Enterprise Edge 2 0 Call Center administration and make other changes to your system while a queue is in use To change the queue parameters or add change or delete lines assigned to a queue you must first disable the queue The method of call distribution is used to determine which of several available agents to route the call to There are two methods of call distribution Longest id
38. in seconds that a caller can be on hold without hearing a greeting maximum calls is the maximum number of calls that Enterprise Edge 2 0 Call Center and normally handle e Inacall center where external calls are NOT transferred or forwarded to Enterprise Edge 2 0 Call Center the maximum number of calls is the same as the number of lines programmed to be answered by Enterprise Edge 2 0 Call Center e Inacall center where external calls ARE frequently transferred or forwarded to Enterprise Edge 2 0 Call Center the maximum number of calls is the total number of lines on Enterprise Edge Note For information on how calls are transferred to a queue refer to How incoming calls are sent to a queue on page 31 voice channels is the estimated number of voice channels available to Enterprise Edge 2 0 Call Center e The minimum number of voice channels available is equal to the number of Reserved channels you set up in General call center parameters Additional channels not being used by Enterprise Edge Voice Messaging can also be used For example even though you assign two Reserved channels when you set up the General call center parameters Enterprise Edge 2 0 Call Center can use additional voice channels if and when they are available maximum greeting length is the duration of the longest greeting of the call center queue in seconds Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Tips to improve the
39. not check to determine if agents are logged on If the call is not answered by an agent before 2 minutes and 30 seconds the call overflows to queues 2 and 3 Example 2 In this example calls to the call center go to queue 1 which is the company help line If there are no agents logged on to the help line the call moves to queue 2 which is the company s service department Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Using Intelligent Overflow to control call handling 37 The System Administrator e selects the Day service mode e selects the Agents not logged in check box e selects Move to Queue as the destination e selects queue 2 Mode Conditions _ Destination Explanation Day No Agents Move to Queue 2 Intelligent Overflow checks to see whether agents are logged on to queue 1 but does not check the timer If there are no agents logged on to queue 1 the call moves to queue 2 and gets the new greetings for queue 2 Example 3 In this example calls to the call center go to queue 1 which is the company help line If no agents are logged on to queue 1 the call imediately moves to queue 2 If agents are logged on to queue and the call is not answered within two and a half minutes the call transfers to the queue mailbox where the caller can leave a message The System Administrator creates two rules In the first rule the System Adminis
40. on page 64 To set up Off premise Message Notification to one telephone number for the first time 1 Loa 2 QUIT RETRY Ok Queue name gt Anew B saved 3 PLAY REC ADHIH Mailbox admin 4 GREET FSW QUIT Meg not if a 5 ACMIH SELECT J Hot init P0911641 Issue 02 Press Feature 9 8 f J Enter the Queue Mailbox number and password as a continuous number Press OK or Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Psu prompt appears press OTHF to access the Lod display The queue name appears briefly Press ADMIH or B Press 6 to open the Off premise Message Notification menu Press ADMIH or to set up Off premise Message Notification This display appears when Off premise Message Notification has not been set up for this mailbox Enterprise Edge 2 0 Call Center Set Up and Operation Guide 68 Off premise Message Notification Destination PHOHE ExT sie Ph RETRY Ok lt x gt ADD DE Start hhmmi RETRY Ok rc start timer RETRY AM PH J start time RETRY DKE Stor hhmm RETRY DE J stor timer RETEY AM Pr stor timet RETRY Ok rc More dest VES HO Start start timer CHHG co Stor shor timer CHHG ia Enter
41. password Note If you changed the Operator Service Control Feature Code default password enter the new password Atdt avail Press HET until the display in step 4 CHNG ia ress HET until you see the display in step P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 108 Call Center Service Modes ACC Service 4 Press SET to assign or determine the current call SET Ok center Service Mode Note If you press OK you exit the system Mode 1 Auto 5 Press CHHG to change the Service Mode for Queue 1 CHHG WIEW NEXT Note Pressing CHHG cycles between Day Night and Auto i Mode 1 Das 6 Press HEXT to move to the next queue CHHG WIEW HEAT Note Pressing VIEW displays the start times for the Day Routing Table and Night Routing Table Mode 2 Auto 7 Repeat steps 5 and 6 for each queue CHNG VIEW OK Note If K appears you are changing the last queue To exit the system press OK You can also change the call center Service Mode using Enterprise Edge Operator Manager In the Service box there are five possible service modes Day Auto The queue is in Day mode and is using the Automatic Service Mode Night Auto The queue is in Night mode and is using the Automatic Service Mode Day The queue is in Day mode and is using the Manual Service Mode Night The queue is in Night mode and is using the Manual Service Mode 24 hour
42. refer to Determining the Control DN Queue Mailbox number on page 48 If the Fswd prompt appears press OTHF to access the Log display The Queue Mailbox name appears briefly Press ALMIH or B Press GREET or 2 Press REC or 1 Press PERS or to record a Personalized Queue Mailbox greeting Enter a Personalized greeting number of 1 2 or 3 and press OK Press CHMG or fi Enter the telephone number maximum 10 digits to which you are assigning the Personalized Queue Mailbox greeting Press OF or to accept the telephone number At the tone record the greeting Press OF or to end the recording Press OF or to accept the greeting Press PLA or to listen to the greeting Press RETR or 2 to erase and re record the greeting Repeat steps 4 to 11 to record other Personalized Queue Mailbox greetings Press to end the session Enterprise Edge 2 0 Call Center Set Up and Operation Guide 56 Opening a Queue Mailbox Opening a Queue Mailbox AQueue Mailbox can be opened from e your own extension e another extension e an outside telephone as shown in Opening a Queue Mailbox remotely on page 56 Opening a Queue Mailbox after it has been initialized After a Queue Mailbox is initialized follow these steps to open it from your own extension or from another extension 1 Press Feature 9 8 f1 Log 2 Enter the Queue Mailbox number and password as a QUIT RETRY OK continu
43. system e Agent ID e Agent name e Priority e Queues assigned Any Agent ID that is not assigned has the name Unused For information about the Agent parameters refer to Call Center Agent Administration on page 25 P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 118 Enterprise Edge 2 0 Call Center System Configuration Report Call Center Queues This section of the System Configuration Report lists the following information for each queue e Queue ID e Queue Name e Control DN e Message Waiting Indicator extension e Method of Call Distribution e Wrap e Delay answer e Overflow After Time Limit For information about the queue parameters refer to Queue Administration on page 31 Call Center Routing Tables This section of the System Configuration Report lists the following information for each queue e Queue number e Day Routing Table start time e Night Routing Table start time e Day Routing Table steps e Night Routing Steps For information about the Routing Table parameters refer to Routing Table Administration on page 93 Call Center Greetings This section of the System Configuration Report lists the following information for each Call Center greeting e Greeting number e Status whether the greeting is recorded e queues that use the greeting For information about the Call Center Greeting parameters refer to Recording Call Center Greetings on page 89
44. the Enterprise Edge Voice Applications Manager main menu Adding a Disconnect step Adding a Disconnect step allows a call to be released from the queue If the first step in a Routing Table is a Disconnect step the call center will not answer the line To add a disconnect step 1 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears Click the queue to which you want to add a distribution step Click the Configure button The queue s dialog box appears Click the Day Routing tab to add the distribution step to a Day Routing Table or click the Night Routing tab to add the distribution step to a Night Routing Table Click a step in the routing table The distribution step is added before this step To add the distribution step to the end of the Routing Table click the End step Note When the Routing Table is full the End step disappears Click the Insert Step button The Insert Routing Step dialog box appears P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 100 Assigning queue hours of operation T7 Click the Disconnect option Assigning queue hours of operation To assign the call center queue hours of operation for each day of the week you need to set the start times for the Day and Night Routing Tables The start times determine which Routing Table is used for the queue The queue starts using the Day Routing Table at the Day Routing T
45. the Type column indicates an agent without supervisor status Adding an agent or a supervisor agent Before you add an agent make a photocopy of the table Agent Administration on page 136 As you add agents fill in the appropriate columns in the table for future reference To add an agent 1 Click the Call Center menu and then click Agents The Call Center Agents dialog box appears 2 Click the Add button The Add Agent dialog box appears 3 The Agent ID box contains the lowest available Agent ID number If you want to change the Agent ID number click the Agent ID box and type the new Agent ID The Agent ID is a number between 1 and 100 4 Click the Name box and type the name of the agent The default agent name is the word Agent and the Agent ID number for example AGENT12 5 From the Priority drop list select the priority number for this agent The default for this box is 3 6 Select the Supervisor checkbox to give the agent supervisor functionality 7 Click the OK button Repeat steps 2 to 6 for each agent you want to add Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 8 Adding more than one agent 27 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Adding more than one agent With Enterprise Edge Voice Applications Manager you can save time by adding more than one agent at a time The agents you add with this method have the
46. the mailbox number of the Queue Mailbox A dialog box appears informing you that a new Call Center Queue Mailbox was created Click the OK button In the Name box type the name for this queue This name is also used for the Queue Mailbox The default name is QUEUEn where n is the Queue Number In the MWI DN box type the extension of the telephone that you want to show the Message Waiting Indicator display for the Queue Mailbox In the Method box select the Method of distribution Longest or Priority The default Method is Longest Use the arrow buttons in the Wrap box to change the Wrap period The default Wrap is 00 30 Use the arrow buttons in the Delay Answer box to change the delay answer time Click the OK button to save your changes and return to the Call Center Queues dialog box Repeat steps 2 to 14 for each queue you want to set up Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Using Intelligent Overflow to control call handling 35 Using Intelligent Overflow to control call handling Use Intelligent Overflow to control how calls are handled that are waiting in a queue for an agent You can specify that a waiting call e overflows to another queue and keeps its conditions and original queue greetings e moves to another queue where the call loses its conditions becomes part of the new
47. time P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 54 Recording the Queue Mailbox greetings To choose a Primary or Alternate Queue Mailbox greeting 1 Press Feature 9 8 f1 J EE 2 Enter the Queue Mailbox number and password as a GUIT RETRY OK continuous number Press GE or J Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Fswd prompt appears press OTHF to access the Lod display Queue name gt A Anew B saved PLAY REC ADMIN Mailbox admin GREET PSWO QUIT Greeting options REC CHOOSE CFD The Queue Mailbox name appears briefly Press ADMIH or B Press GREET or 2 Press CHOOSE or 2 to choose a greeting Use Greeting 6 Press PRIME or to choose the Primary Queue PRIME ALT UIT Mailbox greeting Press ALT or 2 to choose the Alternate Queue Mailbox greeting 7 Press to end the session Repeat steps 4 to 6 to choose the Primary or Alternate Queue Mailbox greeting for the other Queue Mailbox Mailbox admin GREET PSWO QUIT Recording a Personalized greeting for the Queue Mailbox If your call center subscribes to Caller ID you have the option to record a maximum of three Personalized greetings for each Queue Mailbox For Personalized Queue Mailbox greetings you program Enterprise Edge 2 0 Call Cen
48. to Enterprise Edge to provide additional functionality Prefer Prefer refers to the Preferred method of call distribution which routes the call to the agent with the highest priority best qualified agent The other method of call distribution is Long Primary alert time The Primary alert time is the first time limit that you assign for calls waiting in the Call Center queues When a caller has waited the Primary alert time limit you are given a visual warning on programmed memory button indicators The other alert time is Secondary alert time Priority value You assign the priority value to Call Center agents according to their qualifications If the Method of call distribution is Prefer the priority value is used to determine which agent receives an incoming call Queue Each Call Center queue collects and distributes calls for a particular call center department such as sales or technical support When several calls arrive at the same time the calls are held in an Call Center queue where callers hear greetings and are put on hold until an agent is available Queue Mailbox See Call Center Queue Mailbox Queue name Name The Queue name is a maximum of 16 characters The Queue name for each queue is the same as the Queue Mailbox name Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 157 Real time Real time is where there is no delay between the occurrence and knowled
49. xxx The default pager message is the Enterprise Edge Voice Messaging extension number This is the sequence of digits sent after the pager service is dialed to notify you of who is paging you Press CHHMG or to change the pager message Note There is a combined limit of 29 characters for the pager telephone number and the pager message Press HET or to continue Press SETUP to add another destination Press HET or to accept the start time that you entered Press CHHG or to change the start time Note Steps 22 and 23 allow you to review the start and stop times Press HET or to accept the stop time that you entered Press CHNG or 1 to change the stop time You can choose to be notified of all new messages or urgent messages only Press OK or to accept the default message type new Choosing the new message type means you are notified whenever you receive a new message Press CHHG or 1 to change the message type to urgent Changing the message type to urgent means you are notified only when you receive an urgent message Press to end the session Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Off premise Message Notification 75 Changing Off premise Message Notification To change the parameters of Off premise Message Notification refer to e Changing Off premise Message Notification parameters e Changing the destination type from a pager to a telephone or extension on page
50. 0 If the Psd prompt appears press OTHF to access the Log display QUEUE name gt The Queue Mailbox name appears briefly Fre saved 3 Press PLA to listen to the messages in the Queue PLAY REC ADMIN Mailbox For options refer to Listening to messages in the Queue Mailbox on page 59 P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 60 Listening to messages in the Queue Mailbox End of message REPLY ERASE HEAT 4 Press REPL to reply to an outside caller by dialing them back if your company subscribes to Caller ID service Press ERASE to erase the message Press HET to hear the next message 5 Press to end the session A number of options are available to you during and after listening to a message The table Listening to Queue Mailbox messages on page 60 shows the options for both single line display telephones and two line display telephones This table also shows when they are available Note You may want to photocopy the table Listening to Queue Mailbox messages on page 60 for the agents who will be responsible for listening to messages in the Queue Mailbox Listening to Queue Mailbox messages Option Dial pad Display Available Available Description Button Button WHILE AFTER listening to listening to a message a message Save Z SAVE X Saves the message being played If you Message do not erase a message it is
51. 13 Programming memory button 18 Q Qualification agent 26 Queue about 31 about queue parameters 32 assigning agents to 43 assigning hours of operation 100 deleting agents from 44 disabling 41 enabling 41 130 how calls are received 31 how lines are answered 31 name 32 156 problems changing general parameters 131 problems enabling 130 Queue Status Feature Code 20 viewing agents in 45 Queue Administration 31 Queue Mailbox about 47 changing password 57 determining MWI extension 20 determining number 20 example of greeting 51 52 54 greetings 48 51 52 54 initializing 48 49 leaving a message in 125 127 130 154 155 listening to messages 22 59 60 Message Waiting Indication extension 48 messages 59 messages waiting 32 155 number 32 47 48 opening 22 56 opening remotely 56 password 49 57 resetting password 58 tips 125 127 130 154 155 Queue Mailbox Administration 47 Queue parameters changing 42 Control Directory Number CDN 32 Delay answer 33 154 Message Waiting Indication extension 32 155 P0911641 Issue 02 Method of Call Distribution 33 156 Queue name 32 156 setting up 33 Wrap 33 157 Queue Status Feature Code 23 119 on single line display telephones 23 Real time status of call activity 119 Recording call center greetings 91 Queue Mailbox greetings 51 52 54 Reference documents 10 Refresher channels 115 Remote opening of Queue Mailbox 56 Replying to an external message sender using the
52. Call Center and Professional Call Center This document refers to Professional Call Center The following table shows the differences between Basic Call Center and Professional Call Center Features Basic Call Center Professional Call Center Number of queues 2 16 Number of configured agents 100 100 Number of agent priority levels 5 5 Number of active agents 10 48 Number of active calls in all call center queues 15 48 Maximum number of active calls per call center 15 48 queue Number of lines which can be configured 15 48 answered for call center Number of voice ports shared with voice mail 12 12 or dedicated Number of routing tables per queue 2 2 Number of recorded announcements greetings 10 100 Number of steps per Day routing Table 20 20 Number of steps per Night Routing Table 20 20 Number of overflow rules per queue 10 10 Number of queue mailboxes 2 16 Supervisor functionality including the ability to Not available Available monitor a call between an agent and a customer P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 14 Using your telephone with Enterprise Edge 2 0 Call Center Features Basic Call Center Professional Call Center Caller Directed Transfer including the ability of the system to transfer a call to the Operator Auto Attendant or queue mailbox based on programmable single digit caller input Availa
53. Center Lines 9 Administration Introduction Enterprise Edge 2 0 Call Center can answer a maximum of 48 of your incoming lines or just those lines you specify Before Enterprise Edge 2 0 Call Center answers an incoming line you must assign the line and set the Answer status to AA Automated Attendant or call ctr Enterprise Edge 2 0 Call Center Each line added and assigned to AA is answered by a Greeting Table Each line added and assigned to call ctr is answered by a queue Note For information about Automated Attendant and Greeting Tables refer to the Enterprise Edge Voice Messaging Set Up and Operation Guide For information about the incoming line numbers used in your company refer to the table Line answering on page 149 The maximum number of lines that Enterprise Edge 2 0 Call Center can answer is 48 The line numbers can be any line number from 1 to 500 This chapter includes e Adding lines and assigning a queue e Adding and assigning several lines e Setting the Answer Lines status Adding lines and assigning a queue You need to disable a queue and wait until there are no calls in the call center queue before you can add lines and assign a queue You cannot add lines or assign a queue while the queue is in use Note Each target line that you assign to a queue must have its prime extension programmed as the Control DN of the queue For information on how to program the prime extension refer to the Enterprise Edge System
54. Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 How to use this guide Introduction Enterprise Edge 2 0 Call Center is an automatic call distribution ACD that answers incoming calls and routes these calls to agents In an ACD system also known as a call center system an agent is a person assigned to answer incoming calls This guide is designed to assist a System Administrator in setting up and operating the Enterprise Edge 2 0 Call Center system Use this guide as an ongoing reference This chapter tells you what to expect as you read this guide and how information in this guide is presented How this guide is organized The Enterprise Edge 2 0 Call Center Set Up and Operation Guide is organized into the following chapters Chapter Description 1 How to use this guide Describes the contents and conventions of this guide 2 Using Enterprise Edge 2 0 Call Center Describes using telephones with Enterprise Edge 2 0 Call Center accessing Enterprise Edge 2 0 Call Center administration and your role as System Administrator 3 Using Enterprise Edge 2 0 Call Center Describes the Enterprise Edge 2 0 Call Center Feature Feature Codes Codes used by the System Administrator and by the agents 4 Agent information Explains how to add and delete call center agents and supervisor agents This chapter also explains how to change agent information and force agent log off 5 Queue Administration Provi
55. Edge programming assign the dialing restrictions to the extension numbers assigned to Enterprise Edge Voice Messaging This restricts all outdialing calls including external transfers from CCR trees Off premise Message Notification and Outbound Transfers When assigning an Outdial route all dialing is done by the extension numbers assigned to Enterprise Edge Voice Messaging not by the Enterprise Edge telephone Refer to your Enterprise Edge system documentation for additional information 2 Through Enterprise Edge programming assign the dialing restrictions to the telephone of the agent Refer to your Enterprise Edge system documentation for additional information 3 Through Enterprise Edge programming assign the dialing restrictions to the Enterprise Edge line s being used for outdialing Refer to your Enterprise Edge system documentation for additional information 4 Through Mailbox Admin ensure the Outdial route is set to HOME This restricts outdialing calls from the mailbox Setting up Off premise Message Notification to an extension number To set up Off premise Message Notification for the first time to one extension 1 Press Feature 9 8 f1 J Loa 2 Enter the Queue Mailbox number and password as a OTHR RETRY OK continuous number Press OK or Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Psu prompt appears press
56. Issue 02 eee CHNG A More dest VES HO CHHG Start start timer 12 HEXT CHHG Stor shor timer 13 HEST Bie Lyre new CHHG Meg notify ADMIN SELECT P0911641 Issue 02 10 11 14 15 Off premise Message Notification 77 Press EHHG or to change the destination and repeat steps 7 to 9 Press HEXT or to continue Note The x gt represents the type of destination telephone extension or pager OTH appears if you have more than one destination programmed Press HET until the display in step 11 appears Press HO if you are adding only one destination number Press YES to add additional destination numbers Press CHHG or to change the start time Press HEAT or to accept the start time Press CHHG or to change the stop time Press HET or f to accept the stop time Note Steps 13 and 14 allow you to review the start and stop times 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 Choosing the new message type means you are notified whenever you receive a new message Changing the message type to urgent means you are notified only when you receive an urgent message Press to end the session Enterprise Edge 2 0 Call Center Set Up and Operation Guide 78 Off premise Message Notification Changin
57. JAJ Enter the Queue Mailbox number and password as a continuous number Press Ok or J Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Fwd prompt appears press OTHF to access the Loa display The Queue Mailbox name appears briefly Press PLAY or 2 Press REPL Press DIAL When this display appears you have the option of adding or removing digits from the number to be outdialed This display does not appear if a dialing translation table is established and enabled or if the Caller ID number does not require translation In these cases you see Flease hold while the number is dialed directly Note Press TRIM to remove digits from the beginning of the telephone number This automatically removes the area code from an incoming long distance call To return the call add more digits to the beginning of the telephone number by typing the required digits For example if you want to put 1 403 in front of the number type 1 403 and the number becomes 1 403 555 1212 After you call the message sender your session ends Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Off premise Message Notification 63 Off premise Message Notification Off premise Message Notification is a feature that notifies you or a designated agent when there are new or urgent messages in the Queue Mailbox You can program Enterprise Ed
58. NORTEL NETWORKS Enterprise Edge 2 0 Call Center Set Up and Operation Guide 1 800 4 NORTEL www nortelnetworks com 2000 Nortel Networks P0911641 Issue 02 Contents Chapter 1 Chapter 2 Chapter 3 Chapter 4 How to use this guide 9 Introduction 9 How this guide is organized 9 Symbols and conventions 10 Reference documents 10 Using Enterprise Edge 2 0 Call Center 13 Introduction 13 Professional Call Center and Basic Call Center 13 Using your telephone with Enterprise Edge 2 0 Call Center 14 About the two line display telephone 14 Using Enterprise Edge 2 0 Call Center 15 Accessing Enterprise Edge 2 0 Call Center administration 15 Your role as Enterprise Edge 2 0 Call Center System Administrator 15 Using Enterprise Edge 2 0 Call Center Feature Codes 17 Introduction 17 Enterprise Edge Feature Codes 17 Programming a memory button with a Feature Code 18 Feature Codes used by the System Administrator 19 System Administrator Feature Code descriptions 19 Feature Codes used by call center agents and supervisor agents 21 Agent Feature Code descriptions 22 Call Center Agent Administration 25 Introduction 25 Agent information 25 Adding an agent or a supervisor agent 26 Adding more than one agent 27 Changing agent information 28 Resetting the agent password 28 Deleting an agent 29 Forcing agent log out 29 P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 4 Chapter 5 Chapter 6 Q
59. OTHR to access the Loa display Queue name gt The queue name appears briefly Anew saved 3 Press ADMIN or B PLAY REC ADMIN P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 66 Off premise Message Notification Mailbox admin 4 Press f to open the Off premise Message Notification GREET FSW QUIT menu Msa notify 5 Press AD IH or _ to set up Off premise Message ADMIN SELECT J Notification Hot init This display appears when Off premise Message Notification has not been set up for this mailbox Destination 6 Press EXT or to choose an extension destination PHOHE EXT PAGER J Ext 7 Enter the destination extension number and press OF or RETRY OK Accert 8 Press OK or to accept the destination extension RETRY OE number The lt gt represents the extension number Start hhmm 9 Enter the start time for Off premise Message RETRY DK Notification This is a four digit field Any single digit hour and minute must be preceded by a zero start time 10 Press AM or f or PH or B RETRY AM PM start timer 11 Press OF or to accept the start time RETRY DE Stor hhmm 12 Enter the time when Off premise Message Notification RETRY OK is to stop This is a four digit field Any single digit hour and minute must be preceded by a zero dator time 13 Press AM or ff or
60. Press Feature _ 9 0 9 to use the Queue status Feature Code There is no password required to use this Feature Code Note If you have Enterprise Edge Call Center Reporting you can monitor and record call activity from the computer running this application P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 120 Example of monitoring call activity Example of monitoring call activity To monitor call activity in Queue 1 and then Queue 2 1 Press Feature 9 0 9 F l Enabled 2 Press HEST to monitor Queue 1 QUEUE HET Note In this example Queue 1 is enabled and appears on the display first If Queue 1 is disabled press HEST to go to the first Queue Status display of Queue 2 To monitor the other queue press QUEUE at any time during these steps 1 7 agents 3 This display sh that th ts d QUEUE ma is display shows that there are seven agents logge in to Queue 1 Press HET to continue monitoring Queue 1 1 Zcalls 4 This display shows that there are two calls currently GJEJE HEST waiting to be answered by agents in Queue 1 Press HET to continue monitoring Queue 1 li wait 4 80 5 This display shows that the call waiting the longest in QUEUE NEAT Queue 1 has been waiting four minutes Press HEXT to monitor Queue 2 Queue 2 Enabled 6 This display shows that Queue 2 is enabled Press GJEJE NEST HEXT to monitor Queue 2 Note If Queue 2
61. Primary alert time limit in mm ss Secondary alert time limit in mm ss MIS Address Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Line answering 149 Line answering Copy page before using lt line Telephone number Answered by Queue Greeting Number number Enterprise Edge Number Table of Rings 1 to 500 2 0 Call Center 1 to 16 number 0 to 12 1 or 2 For Caller ID min 2 rings No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 150 Line answering line Telephone number Answered by Queue Greeting Number number Enterprise Edge Number Table of Rings 1 to 500 2 0 Call Center 1 to 16 number 0 to 12 1 or 2 For Caller ID min 2 rings No AA all ctr No AA all ctr N
62. Setting up Off premise Message Notification to a pager number on page 69 Note When you are done inserting destination numbers press to end this session Enterprise Edge 2 0 Call Center Set Up and Operation Guide 84 Off premise Message Notification Deleting an Off premise Message Notification destination number If you have set up more than one destination number in Off premise Message Notification you are given the option to delete destinations Note You must have at least two Off premise Message Notification destinations programmed before you can delete a destination To delete an Off premise Message Notification destination Log QUIT RETEY al 2 Queue name Anew B saved PLAY REC ADMIN Mailbox admin GREET PSwWw gt QUIT Meg notify ADMIN SELECT Hotify ii gt ch Cu Enterprise Edge 2 0 Call Center Set Up and Operation Guide Press Feature 9 8 1 Enter the Queue Mailbox number and password as a continuous number Press OK or f Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Psu prompt appears press OTHF to access the Loa display The Queue Mailbox name appears briefly Press ADMIH or B Press 6 to open the Off premise Message Notification menu Press ADMIH or to set up Off premise Message Notification The typ
63. T Changing the destination type from telephone or extension to a pager To change the Off premise Message Notification destination from a telephone or extension to a pager 1 Press Feature 9 8 f1 J Loa 2 Enter the Queue Mailbox number and password as a GUIT RETRY OKE continuous number Press OKE or Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Psu prompt appears press OTHF to access the Loa display Queue name gt The Queue Mailbox name appears briefly Anew saved 3 Press ADMIN or B PLAY REC ADMIN Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Mailbox admin GREET PSwWw gt GUIT Meg notify ADMIH SELECT Hotiful lt gt xp icu gt Hotit lt gt CHHG ssa Destination PHOHE EXT PAGER Pager RETR Ok dt EE ADD DK m P0911641 Issue 02 Off premise Message Notification 81 4 Press f to open the Off premise Message Notification menu Press AGMIM or 1 to change Off premise Message Notification The type of destination appears on the display Note The x gt represents the type of destination telephone or extension The destination number appears on the display Note The x gt represents the type of destination The 4 repre
64. The queue is always in Day service mode Automatic Appears for a short time after you change the Service Mode It is automatically replaced by Day Auto or Night Auto To change the call center Service Mode using Enterprise Edge Operator Manager 1 Click the Start menu point to Programs point to Enterprise Edge Operator Manager and then click Enterprise Edge Operator Manager 2 Type the Operator password and click the OK button 3 Click the Call Center tab The Enterprise Edge Operator Manager window changes to show the Service Mode being used either Day Auto Night Auto Day Night 24 hour or Automatic 4 Click the queue you want to change Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Call Center Service Modes 109 5 Click the Change Service button The Change Service Mode dialog box appears 6 Click the option of the Service Mode you want to use Note You must configure the Night Routing Table and the Day Routing Table to enable the Automatic option You must configure the Night Routing Table to enable the Night option 7 Click the OK button to close the Change Service Mode dialog box 8 Click the OK button to close the Enterprise Edge Operator Manager window P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 110 Call Center Service Modes Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Enterprise Edge 2 0 Call
65. Y REC AGMIH J End of message REPLY ERASE HEAT Fer ls to msg m 2 MSG CALL QUIT P0911641 Issue 02 Press Feature 9 8 ft J Enter the Queue Mailbox number and password as a continuous number Press Qk or Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Fswd prompt appears press THF to access the Log display The Queue Mailbox name appears briefly Press PLAY or 2 After you have listened to the message press REPLY or QJ Press CALL or 2 to call the message sender or press MSG or to record and send a reply Press to end the session Enterprise Edge 2 0 Call Center Set Up and Operation Guide 62 Replying to messages Replying to an external message sender You can reply to a message from an external message sender if your company subscribes to a Caller ID service Before using the Reply option you must play the message Note Replying to an external message sender is available only if you have an outdial route assigned to the Queue Mailbox For more information refer to Assigning an outdial route on page 64 To reply to an external message sender 1 Log J QUIT RETRY OK Queue name gt PLAY REC ADMIH REPLY ERASE HEST DIAL TRIM QUIT inew saved 3 End of message 4 5551212 403 5 Press Feature J B
66. a number from the list box 13 Select the queue mailbox check box if you want callers to be able to transfer to the queue mailbox The default dialpad button that callers press to transfer to the queue mailbox is 9 You can assign a different dialpad button by selecting a number from the list box 14 Click the OK button The new greeting step appears in the list of steps 15 Click the OK button 16 Click the Close button Adding distribution time steps Distribution time steps put the caller on hold while the Enterprise Edge 2 0 Call Center system searches for an available agent To add a distribution step 1 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears 2 Click the queue to which you want to add a distribution step 3 Click the Configure button The queue s dialog box appears P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 98 Adding Routing Table steps 4 Click the Day Routing tab to add the distribution step to a Day Routing Table or click the Night Routing tab to add the distribution step to a Night Routing Table 5 Click a step in the routing table The distribution step is added before this step To add the distribution step to the end of the Routing Table click the End step Note When the Routing Table is full the End step disappears 6 Click the Insert Step button The Insert Routing Step dialog box appears 7 Clic
67. able Start Time The default value is 8 00 a m The queue switches to the Night Routing Table at the Night Routing Table Start Time The default value is 5 00 p m You can also assign 24 hour operation When the Service Mode tab has the 24 hour checkbox selected the start times are disabled for that day When the 24 hour checkbox is selected the queue uses the Day Routing Table only Assigning the Day start time for a queue 1 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears Click the queue you want to set up Click the Configure button The queue s dialog box appears Click the queue s Service Mode tab Use the arrow buttons in the Day Start Time box to change the time that the Day Routing table will start for each day of the week Click the OK button Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Assigning the Night start time for a queue 1 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears Click the queue you want to set up Click the Configure button The queue s dialog box appears Click the queue s Service Mode tab Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Examples of setting up the Day and Night Routing Tables 101 Use the arrow buttons in the Night Start Time box to change the time that the Night Routing table will start for
68. acters on a two line display telephone refer to the table Adding special characters using an Enterprise Edge two line display telephone on page 71 Adding special characters using an single line display telephone Press Description 2 to retry or add digits to the destination telephone number B to enter a timed pause that appears as a F on the display Pauses are four o seconds long 4 to recognize dial tone behind PBX The Recognize Dial Tone special E character appears as a on the display 5 to enter a 6 to enter a to cancel and retry Adding special characters using an Enterprise Edge two line display telephone Press Description to cancel and retry DIGS or 2 to retry or add digits to the destination telephone number FAUS or B to enter a timed pause that appears as a F on the display Pauses are four seconds long OTHR to go to the next display to enter the following special characters TOHE to recognize dial tone behind PBX The Recognize Dial Tone special character appears as a D on the display to enter a to enter a Example of a destination pager number If you are assigning a pager destination number from behind a PBX or Centrex remember to insert a 9 depending on your system before the to access an outside line There is a combined limit of 29 characters for the pager telephone number and the pager message
69. ame 8 Press OK or to accept the recording Press PLA or RETRY PLAY OK to listen to the recording Press RETR or 2 to erase and re record the Queue Mailbox name Buene name gt 9 The recorded Queue Mailbox name plays and you see a brief display showing the name of the Queue Mailbox Note The Queue Mailbox name for each queue is the same as the queue name The queue name is entered when you set up queue parameters For information refer to Setting up queue parameters on page 33 After the Queue Mailboxes are initialized record the Queue Mailbox greetings Recording the Queve Mailbox greetings You can record Primary Alternate or Personalized greetings for each Queue Mailbox You record a Primary Queue Mailbox greeting for everyday use after you initialize a Queue Mailbox The Alternate Queue Mailbox greeting is an optional greeting you can record for special circumstances If your call center subscribes to Caller ID you can record Personalized Queue Mailbox greetings If you record Primary and Alternate Queue Mailbox greetings you have to choose which greeting plays to callers who reach the Queue Mailbox You can also record greetings in an Alternate Language If you have greetings in an Alternate Language a caller can press R while the greeting is playing to listen to the voice prompts in the Alternate Language Remember to inform callers in the Primary Queue Mailbox greeting that they can choose t
70. an Off premise Message Notification destination For more information on line pools and Route codes refer to the Enterprise Edge system documentation Do not change the extension number assigned to the Queue Mailbox A If this extension number is changed callers in the queue cannot access the Queue Mailbox and you cannot change the Queue General Parameters To correct a wrong extension number change the extension number to the Control DN of the queue To assign an Outdial route 1 Click the Mailbox menu and then click Change Delete The Mailbox Administration dialog box appears 2 Click the Outdial tab 3 Click the Queue Mailbox number 4 Click the Change button 5 Click Line and type the outgoing line you want to assign to the Queue Mailbox for outdialing or click Pool and type the Line Pool number you want to assign to the Queue Mailbox for outdialing or click Route to assign a route code for outdialing Note To delete the Outdial route for this Queue Mailbox click None 6 Click the OK button Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Off premise Message Notification 65 Dialing restrictions Dialing restrictions can be applied to the Enterprise Edge telephone the outdialing route and the extensions assigned to Enterprise Edge Voice Messaging If you wish to restrict outdialing of certain telephone numbers you must do one of the following 1 Through Enterprise
71. and password as a GUIT RETRY OK p continuous number Press GK or J Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Fwd prompt appears press OTHF to access the Lod display Queue name gt 5 Anew B saved PLAY REC ADMIN Mailbox admin GREET PSWO QUIT Greeting options REC CHOOSE CFD Greeting PRIME ALT FERS Hot recorded P0911641 Issue 02 The Queue Mailbox name appears briefly Press ADMIH or B Press GREET or 2 Press REC or 1 Press PRIME or to record the Primary Queue Mailbox greeting Note If you are changing the greeting the current recorded Queue Mailbox greeting begins to play If this is the first time that you are recording a greeting this display appears briefly to indicate that no greeting has been recorded Enterprise Edge 2 0 Call Center Set Up and Operation Guide 52 Recording the Queue Mailbox greetings Record new 8 Press YES or _ and record the Primary Queue YES HO QUIT Mailbox greeting at the tone Record greet ind 9 Press OK or to end the recording RETRY OK Accert Greeting 10 Press OK or to accept the greeting Press PLA or RETRY PLAY Ok to listen to the greeting Press RETR or B to erase and re record the greeting oo admin 11 Press to end the session Repeat s
72. ation on Agent Feature Codes refer to the Enterprise Edge 2 0 Call Center Agent User Guide For more information on additional Feature Codes used by supervisor agents refer to the Feature Codes used by the System Administrator on page 19 Open Mailbox Feature Code Feature 98 1 The agent uses the Open Mailbox Feature Code to listen to messages in a queue mailbox This mailbox is protected by a password that you choose The agent will be prompted to enter the queue mailbox password Press Feature _ 9 8 _ to open the queue mailbox The agent is prompted to enter the queue mailbox password Note For more information on how the agent uses the Open Mailbox Feature Code refer to Listening to messages in the Queue Mailbox on page 59 Login Logout Feature Code Feature 904 The agent uses the Login Logout Feature Code to log in when they are available to take calls and log out when they are not available to take calls Press Feature _ R 0 4 to log in and logout The agent is prompted to enter their Agent password If you have supervisor agent status press Feature _ 9 0 4 to log in change the supervisor agent password and monitor calls between agents and callers Program a memory button with the Login Logout Feature Code to view the status of the queues you are logged into Note For more information on the Login Logout Feature Code refer to the Enterprise Edge 2 0 Call Center Agent User Guide If an
73. ble Caller Directed Transfer is limited to pressing a key for the queue mailbox This key can be programmed to be any digit Available Caller Directed Transfer is expanded to allow programmable single digits for transferring the caller to the Operator Auto Attendant and queue mailbox Intelligent Overflow Routing including the Available Available ability to overflow calls to multiple queues and the queue mailbox and move calls to another queue Overflow rules per queue 10 10 Overflow queues 2 16 Day of Week Service allowing the user to Available Available specify the start and end times for the day and night queue for each day of the week Using your telephone with Enterprise Edge 2 0 Call Center Call center agents can use Enterprise Edge two line display telephones and Enterprise Edge single line display telephones Supervisor agents must use Enterprise Edge two line display telephones with the handsfree mute feature Non display telephones such as telephones attached to an Enterprise Edge ATA 2 cannot be used for call center agent tasks We recommend that you read the telephone user card for your telephone before proceeding About the two line display telephone The display on a Enterprise Edge two line display telephone provides information about commands and options available when you are using Enterprise Edge 2 0 Call Center The two line display can show up to three display b
74. ble The greeting step is added before this step To add a greeting step to the end of the Routing Table click the End step Note If the Routing Table is full the End step does not appear Click the Insert Step button The Insert Routing Step dialog box appears Click the Greeting option In the Greeting box type the number of the greeting that plays in this step You must record the greeting before you can assign it to a Greeting step If you want the caller to listen to the entire message before they transfer to an agent select the Forced Play check box Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Adding Routing Table steps 97 10 In the Transfer group box select the Basic option if you want callers to be able to transfer their calls or in the Transfer group box select the None option if you do not want callers to be able to transfer their calls If you select None go to step 14 11 Select the Auto Attendant check box if you want callers to be able to transfer to the Automated Attendant The default dialpad button that callers press to transfer to the Automated Attendant is f You can assign a different dialpad button by selecting a number from the list box 12 Select the Operator check box if you want callers to be able to transfer to the Operator The default dialpad button that callers press to transfer to the Operator is 0 You can assign a different dialpad button by selecting
75. box admin GREET PSWO QUIT P0911641 Issue 02 10 11 12 13 14 15 Off premise Message Notification 87 Press 6 to open the Off premise Message Notification menu Press SELECT or 2 Press CHHG or 2 Press CHNG or f 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 A or PH or 2 J Press OF or to accept the start time Enter the stop 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 A or PH or 2 J Press OF or to accept the stop time Press OK or Press to end the session Enterprise Edge 2 0 Call Center Set Up and Operation Guide 88 Off premise Message Notification Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Recording Call Center Greetings 7 Introduction The primary purpose of call center greetings is to encourage callers to stay on the line until an agent is available This chapter describes e Call center greetings e Types of call center greetings e Recording call center greetings e Changing call center greetings Call center greetings Greetings provide information that is relevant to your call center They can be in different languages and they can be changed as often as required Greetings can be used to
76. des information on setting up call center queue parameters enabling and disabling call center queues and using Intelligent Overflow to control call handling This chapter also explains how to assign delete and view agents in an call center queue 6 Queue Mailbox Administration Explains how to initialize record greetings open and listen to messages in the call center Queue Mailbox This chapter explains how to change and reset the call center Queue Mailbox password This chapter also describes Off premise Message Notification 7 Recording Call Center Greetings Describes types of greetings and explains how to record call center greetings 8 Routing Table Administration Provides information on setting up the steps and starting times in the Routing Tables P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 10 Symbols and conventions Chapter Description 9 Enterprise Edge 2 0 Call Center Lines Provides information on how to add lines and assign an Administration call center queue This chapter also explains how to view and change line configuration and set the Answer Lines status 10 Setting up Call Center general parameters Provides information on assigning the language of Enterprise Edge 2 0 Call Center and setting up the general parameters for Enterprise Edge 2 0 Call Center 11 Monitoring Enterprise Edge 2 0 Call Center call activity Provides information on h
77. e Press Feature L 8 2 to use the Operator Service Control Feature Code You are prompted to enter the Operator Service Control password The default password for this Operator Service Control Feature Code is OPERATOR which is entered by pressing 6 J 7 J 8 J 2 J6I Z Note For more information on using the Operator Service Control Feature Code refer to Changing the Service Mode on page 107 and Resetting passwords on page 129 Enterprise Edge 2 0 Call Center Message Touch Extension Feature Code Feature 985 Use the Enterprise Edge 2 0 Call Center Message Touch Extension Feature Code to determine the Control DN that has been assigned to each queue The Control DN is the same as the queue mailbox number This Feature Code is also used to determine the extension that has been assigned to show Message Waiting Indication for the queue mailbox The Enterprise Edge 2 0 Call Center Message Touch Extension Feature Code is also used to reset the passwords of the System Administrator and the operator Press Feature Q 8 6 to determine the Control DN and the Message Waiting Indication extension No password is required Note For more information on the Control DN refer to Determining the Control DN Queue Mailbox number on page 48 For information on how to reset the Operator and System Administrator passwords refer to Resetting passwords on page 129 Queue Status Feature Code Feature 909 Use the Queu
78. e Mailbox DTMF digit 29 30 31 32 33 34 35 36 37 38 39 40 Al A2 A3 44 45 46 47 48 49 50 51 52 53 54 55 56 P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 144 Greeting Administration Greeting Administration Queue Number Greeting Description of greeting Greeting Greeting Overflow Overflow Overflow Number parameters parameters to AA to to Queue Maximum Normal or Transfer DTMF Operator Mailbox 100 Forced None or digit DTMF DTMF Play Transfer digit digit Basic 57 58 59 60 6 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Greeting Administration Queue Number Greeting Description of greeting Number Maximum 100 86 Greeting parameters Normal or Forced Play Greeting parameters Transfer None or Transfer Basic Greeting Administration 145 Overflow to AA DTMF digit Overflow to Operator DTMF digit Overflow to Queue Mailbox DTMF digit 87 88 89 90 91 92 93
79. e Configure button The queue s dialog box appears 4 Click the Day Routing Table tab to check the Day Routing Table Click the Night Routing Table tab to check the Night Routing Table The steps and the step parameters for the Routing Table appear 5 Click the OK button 6 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Changing the existing steps in the Routing Table After you set up the Routing Tables you can e view the Routing Table e insert and delete steps e change values of existing steps in the Routing Table e erase the Routing Table To change values of existing steps in the Routing Table refer to Adding Routing Table steps on page 96 The values previously entered appear on the Modify Routing Step dialog P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 106 Call Center Service Modes Call Center Service Modes You use both the Automatic and Manual Service Modes unless your call center has the same hours of operation seven days a week in which case you do not need to use the Manual Service Mode The default Service Mode is Automatic Routing Table hours are in effect seven days a week Automatic Service Mode When you assign the Automatic Service Mode to a queue the Routing Tables automatically switch from Day to Night and from Night to Day according to the times you set up in the Routing Tables seven days a week If the Service Mode is
80. e Status Feature Code to view real time status information about all the call center queues You use this Feature Code to view how busy your call center is so that you can adjust queue staffing according to the requirements Note Program a memory button with the Login Logout Feature Code to view the status of only the queues you are logged into The Queue Status Feature Code shows you the following e the queue number and whether the queue is enabled or disabled e number of agents logged into the queue e number of calls waiting e the longest wait time of a call Press Feature _ Q 0 9 to use the Queue Status Feature Code No password is required Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Feature Codes used by call center agents and supervisor agents 21 To provide easy one button access to the Queue Status feature program a memory button that has an indicator with the Queue Status Feature Code Refer to Programming a memory button with a Feature Code on page 18 After you program a memory button and assign times to the general call center parameters Primary Alert and Secondary Alert the indicator shows the following e if the indicator is off all of the calls are answered and none of the calls have exceeded the Primary Alert time e if the indicator is flashing slowly at least one call waiting in the queue has exceeded the Primary Alert time e if the indicator is flashing quickly a
81. e _ Conditions Destination Explanation Night 02 30 Queue Mailbox The call transfers to the queue mailbox if the call is not answered within 2 minutes and 30 seconds Night No Agents Queue Mailbox The call transfers to the queue mailbox if there are no agents logged on to Queue 1 Example 6 In this example calls to the call center go to queue 1 which is the company s order desk Queue 1 agents are the company s experienced sales agents If no agents are logged on to queue and if the call is not answered by an agent within two and a half minutes the call overflows to queue 2 Queue 2 agents are the company s less experienced sales agents The System 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 as the destination selects queue 2 Mode _ Conditions Destination Explanation Day 02 30 and No Overflow 2 The call overflows to queue 2 if the call is not Agents answered within 2 minutes and 30 seconds and if there are no agents logged on to queue 1 Assigning Intelligent Overflow to a queue To assign Intelligent Overflow to a queue 1 P0911641 On the Call Center menu click Queues The Call Center Queues dialog box appears Click the number of the queue you want to add Intelligent Overflow to Click the Configure button The Queue s dialog box appears with the
82. e answered directly by a queue A receptionist agent or user receives a call and transfers the call to a queue They transfer the call to a queue by pressing 0 or TRANSFER and entering the Control DN of the queue They should not use the call pickup feature The Automated Attendant AA or a Custom Call Routing CCR tree answers the call and the caller makes a selection that routes them to the Control DN of the queue For more information refer to Automated Attendant on page 121 and Custom Call Routing on page 121 If calls are forwarded to the voice mail extension of the queue by Call Forward All Calls Call Forward No Answer or Call Forward On Busy P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 32 Queue parameters For information about these Enterprise Edge features refer to your Enterprise Edge Programming Operations Guide Queue parameters The queue number is assigned by the system as a number from to 16 To set up each queue you must assign or record values for several parameters These parameters are shown on the General Queue Properties tab and include the following Control Directory Number Control DN or CDN The Control Directory Number CDN is the extension associated with the queue Incoming calls are transferred to the CDN of each queue The CDN is the same as the Queue Mailbox number When assigning a CDN you must be aware of the following e ACDN must be a B1 extension
83. e of destination appears on the display Note The x gt represents the type of destination telephone extension or pager The destination number appears on the display Note The x gt represents the type of destination The 4 gt represents the destination number for example Exti2223 P0911641 Issue 02 f Hotify 1x CHHG OTHE NEST DEL IHS QUIT Dest deleted CHNG OTHE NEXT 6 Notify i gt 7 Motifs 1 gt 8 Off premise Message Notification 85 Press OTHF if you want to delete the first destination or press HEST or to scroll through the destinations until you find the destination that you want to delete When you find the destination that you want to delete press OTH Note The x gt represents the type of destination telephone extension or pager Press DEL to delete the destination number This display appears briefly to confirm the destination number was deleted The destination number is deleted The Motif 2 destination changes to become the Hotif 1 destination number Note To delete more destination numbers press OTHE and repeat steps 6 and 7 When you are done deleting destination numbers press to end this session Turning Off premise Message Notification on and off Off premise Message Notification can be turned on or off at any time When you turn Off premise Message Notification off you do not affect any of the assigned parameters
84. e status is set to No neither Enterprise Edge 2 0 Call Center nor Enterprise Edge Voice Messaging answers lines To set the Answer Lines status 1 Press Feature 9 8 2 Pswd 2 Enter the Operator password and press OK RETRY DE J Atdt awail H 3 Press HEST CHHG HEST Business orent H 4 Press HEST CHHG HEXT Answer lines H 5 Press CHHG CHHG NEXT When Answer Lines is set to H the display shows Disabling When Answer Lines is set to the display shows Enabling 6 Press to end this session P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 114 Setting the Answer Lines status Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Setting up Call Center general parameters 10 Introduction Setting up Enterprise Edge 2 0 Call Center involves assigning the language and setting up general Call Center parameters This chapter describes e Assigning the language of Enterprise Edge 2 0 Call Center e General Call Center parameters e Setting up general call center parameters e the Enterprise Edge 2 0 Call Center System Configuration Report Assigning the language of Enterprise Edge 2 0 Call Center The languages available for Enterprise Edge 2 0 Call Center are the same as the languages used by Enterprise Edge Voice Messaging To change the language of Enterprise Edge 2 0 Call Center you must change the language o
85. efficiency of the call center 127 Tips to improve the efficiency of the call center e Plan for busy times When you assign agents to the call center queues assign as many qualified agents as possible to answer calls for the call center queues Then have agents log in to the busy call center queue when it gets busy e Plan for slow times For example if agents are logged in only to Queue 1 ensure that incoming calls to Queue 2 overflow to Queue 1 When you are setting up queue parameters for Queue 2 assign a time to the Overflow parameter Then callers can still speak to an agent e When no agents are logged into any queue ensure that the call center greetings set up in the Routing Table have the Transfer parameter enabled If a call center greeting has Transfer Basic with Queue Mailbox default selected callers can press zero to leave a message in a queue mailbox Also ensure that the call center greeting includes the information that a caller can press zero to leave a message in the queue mailbox P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 128 Tips to improve the efficiency of the call center Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Troubleshooting Enterprise Edge 2 0 Call 14 Center Introduction This chapter provides diagnostic and recovery procedures for problems that can occur while setting up and operating Enterprise Edge 2 0 Call Center This chapter
86. ends notification messages to telephone numbers and extension during the time between the Start time and Stop time only If you want to change the time when Off premise Message Notification calls telephone numbers and extensions you need to change the Start and Stop times Note Off premise Message Notification sent to pagers is not affected by the Start and Stop times Message notification is always sent when Off premise Message Notification is on and a message is received To change the Start and Stop times 1 Press Feature 9 8 f1 J Loa 2 Enter the Queue Mailbox number and password as a GUIT RETRY OK continuous number Press OK or Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Psu prompt appears press THF to access the Log display Queue name gt The Queue Mailbox name appears briefly Bnew B saved 3 Press ADMIH or B PLAY REC ADMIM Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Mailbox admin GREET FSW QUIT Meg notify ADMIN SELECT J Hotify on CHHG TIME OK J Start start timer CHHG HEST Start hrm RETRY DE start timer RETRY AM PH start time RETRY DE J Stor hhmm RETRY OK stor timer RETRY AM PM stor timer RETR DE Hotify on CHHG TIME DE Mail
87. ep 98 Adding a Disconnect step 99 Assigning queue hours of operation 100 Assigning the Day start time fora queue 100 Assigning the Night start time fora queue 100 Assigning a queue for 24 hour operation 101 P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide Chapter 9 Chapter 10 Chapter 11 Chapter 12 Chapter 13 Examples of setting up the Day and Night Routing Tables 101 Examples of Routing Tables 101 Example of setting up the Queue Day Routing Table 102 Example of setting up the Queue Night Routing Table 104 Reviewing the Routing Table steps 105 Changing the existing steps in the Routing Table 105 Call Center Service Modes 106 Changing the Service Mode 107 Enterprise Edge 2 0 Call Center Lines Administration 111 Introduction 111 Adding lines and assigning a queue 111 Adding and assigning several lines 112 Setting the Answer Lines status 113 Setting up Call Center general parameters 115 Introduction 115 Assigning the language of Enterprise Edge 2 0 Call Center 115 General Call Center parameters 115 Setting up general call center parameters 116 Enterprise Edge 2 0 Call Center System Configuration Report 117 Monitoring Enterprise Edge 2 0 Call Center call activity 119 Introduction 119 Monitoring call activity 119 Example of monitoring call activity 120 Using Enterprise Edge 2 0 Call Center with Enterprise Edge Voice Messaging 121 Introduction 121 Automated Attendant 121 Custo
88. er from answering calls and playing greetings when there are no agents available When a queue has the Delay Answer feature activated waiting callers hear ringback Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 155 When a call comes in on a line belonging to a queue that does not have any free agents the call will not be answered until either the Delay Answer time has elapsed or an agent becomes available for this call whichever comes first DN DN is a Directory Number or an extension number Enterprise Edge 2 0 Call Center The Enterprise Edge 2 0 Call Center system also referred to as call center receives holds and routes calls to agents in your call center 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 Long Long refers to the Longest idle method of call distribution which routes the call 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 triangles that appear on the Enterprise Edge telephone next to memory buttons These indicators are useful for several Enterprise Edge 2 0 Call Center purposes monitoring call activity showing the Login Logout status of agents and showing the Make Busy status of agents
89. erflow for another queue follow steps 2 through 10 Click the OK button Disabling Intelligent Overflow If you disable Intelligent Overflow you make Intelligent Overflow unavailable to the queue The Intelligent Overflow rules for the queue are disabled but they are not deleted You can re enable Intelligent Overflow by clearing the Disable Overflow check box To disable Intelligent Overflow 1 2i On the Call Center menu click Queues The Call Center Queues dialog box appears Click the number of the queue that you want to disable Intelligent Overflow for Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Enabling the queues 41 3 Click the Configure button The Queue s dialog box appears with the Queue General Properties tab open 4 Click the Overflow tab 5 Select the Disable Overflow check box 6 Click the OK button Enabling the queues After you have set up a queue the queue is disabled until you enable it Before a queue can be enabled ensure that e a valid Control DN is set up For information refer to Setting up queue parameters on page 33 e aCall Center greeting is recorded For information refer to Recording call center greetings on page 91 e the Day and Night Routing Tables are set up For information refer to Examples of setting up the Day and Night Routing Tables on page 101 To enable a queue 1 Click the Call Center menu and then click Queue
90. ert Routing Step dialog box appears Click the Distribute for option Use the arrow button in the Distribute for box to change the time to 01 00 Click the OK button Click End Click the Insert Step button to add step 3 The Insert Routing Step dialog box appears Click the Greeting option In the Greeting box type 2 Select the Forced Play checkbox to clear it and select the Basic option in the Transfer group box Select the Auto Attendant Operator or queue mailbox check boxes and accept the default DTMF digits for each destination Click the OK button Click End Click the Insert Step button to add step 4 The Insert Routing Step dialog box appears Click the Distribute for option Use the arrow button in the Distribute for box to change the time to 00 30 Click the OK button Click End Click the Insert Step button to add step 5 The Insert Routing Step dialog box appears Click the Greeting option In the Greeting box type 3 Select the Forced Play check box to clear it and select the Basic option in the Transfer group box with operator default selected P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 104 Examples of setting up the Day and Night Routing Tables 33 34 35 36 37 38 39 40 41 Click the OK button Click End Click the Insert Step button to add step 6 The Insert Routing Step dialog box appears Click the Goto Step option C
91. f Enterprise Edge Voice Messaging For information about changing the Enterprise Edge Voice Messaging refer to the Enterprise Edge Voice Messaging Set Up and Operation Guide General Call Center parameters Setting up Enterprise Edge 2 0 Call Center requires you to assign values for the general parameters The general Call Center parameters include the following Reserved channels Reserved channels are voice channels that are reserved exclusively for use by Enterprise Edge 2 0 Call Center You must define the number of Reserved channels that are used by Enterprise Edge 2 0 Call Center A Reserved channel is used when e aCall Center greeting is played to a caller e Off premise Message Notification notifies you that there is a message Keep the following in mind when you assign the number of Reserved channels e Enterprise Edge 2 0 Call Center can use all available channels e Enterprise Edge Voice Messaging cannot use available Enterprise Edge 2 0 Call Center Reserved channels e voice channels must be available for Enterprise Edge Voice Messaging e assigning Reserved channels ensures that Enterprise Edge Voice Messaging does not consume all of the voice channels P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 116 Setting up general call center parameters Primary alert The Primary alert time is a time limit for calls waiting in the Call Center queues When a call exceeds the Primary alert time lim
92. faults see Adding greeting steps on page 96 Ensure that the Non business hours greetings have Transfer Basic enabled so that callers can direct how they transfer their calls Transfer None While the greeting plays callers CANNOT press a dialpad button to transfer their call Enterprise Edge Call Center ignores buttons pressed on the dialpad Try to limit the number of Forced greetings that you set up in the Routing Table and keep Forced greetings as short as possible Many long Forced greetings increase the transfer time of calls to agents and cause unpredictable increases in distribution times For more information refer to Tips about Routing Table administration on page 125 Distribution time step During the distribution time 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 is terminated The minimum distribution time is zero and the maximum distribution time is 59 59 59 minutes and 59 seconds The default distribution time is 30 seconds Goto step The Goto step is the last step in the Routing Table The Goto step specifies a target step number For example if the Goto step specifies step 1 the call goes back to step 1 and repeats the steps The steps are repeated until an agent becomes available or until the caller leaves a message in the
93. fer themselves from the Automated Attendant to an ACD queue by entering the Control DN of the queue Note Remember to include the number of the Control DN in your Automated Attendant Greeting For information about how to configure the Automated Attendant refer to the Enterprise Edge Voice Messaging Set Up and Operation Guide Custom Call Routing Custom Call Routing allows you to replace the Automated Attendant menu with a more sophisticated menu that can include several sub menus to offer callers a wider range of options To allow a caller to access an ACD queue add a internal transfer point that transfers the caller to the Control DN of the queue For more information about transfer points and Custom Call Routing refer to the Enterprise Edge Voice Messaging Set Up and Operation Guide P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 122 Custom Call Routing Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 tips Enterprise Edge 2 0 Call Center operation 13 Introduction This chapter provides tips to improve the operation of Enterprise Edge 2 0 Call Center This chapter describes Tips about call center agent administration Tips about call center queue administration Tips about recording call center greetings Tips about Routing Table administration Tips about call center general parameters Tips to calculate longest wait time a caller could be on hold Tips to
94. ff premise Message Notification 69 Meg ture ney 18 You can choose to be notified of all new messages or CHNG OK urgent messages only Press GK or to accept the default message type new This means you are notified whenever you receive a new message Press CHHG or to change the message type to urgent Changing the message type to urgent means you are notified only when you receive an urgent message Msa notify 19 Press to end the session ACMIM SELECT Setting up Off premise Message Notification to a pager number When you set up Off premise Message Notification you can add special characters to the destination pager number For information about special characters refer to e Adding special characters to the destination number on page 71 e Example of a destination pager number on page 71 Note You must assign an outdial route before you can assign a Off premise Message Notification to a pager For information about assigning an outdial route refer to Assigning an outdial route on page 64 To set up Off premise Message Notification to one pager number for the first time 1 Press Feature 9 8 f1 J f Loa 2 Enter the Queue Mailbox number and password as a GUIT RETRY Ok continuous number Press OE or J Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Psu prompt appears press OTHF to access the Loa disp
95. g the destination type from a pager to a telephone or extension To change the Off premise Message Notification destination from a pager to a telephone or extension assuming that you have never entered a time range 1 Press Feature 9 8 f1 Loa 2 Enter the Queue Mailbox number and password as a QUIT RETRY OK continuous number Press DK or J Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Psu prompt appears press THF to access the Loa display Queue name gt The Queue Mailbox name appears briefly Anew saved 3 Press APMIH or BJ PLAY REC ADMIN Mailbox admin 4 Press f to open the Off premise Message Notification GREET FPSWE QUIT menu Msa notifs 5 Press APMIH or 1 _ to change Off premise Message ADMIN SELECT J Notification Hotifu pager The type of destination appears on the display Phii lt x gt The destination telephone number appears on the display Note The x gt represents the destination number Show sc The pager message appears on the display Note The x gt represents the pager message Hotify pager 6 Press CHHG or to change the destination type and CHG HEAT the destination number Destination 7 Choose the type of destination number Press FHOME or PHONE EST PAGER to choose a telephone number destination Press ExT or to choose a
96. ge represented by the xxx The default pager message sent by Enterprise Edge 2 0 Call Center is the Enterprise Edge Voice Messaging extension number This is the sequence of digits sent after the pager service is dialed to notify you of who is paging you Press CHHG or to change the pager message Note There is a combined limit of 29 characters for the pager telephone number and the pager message Press HO if you are adding only one destination number Press YES to add additional destination numbers You can choose to be notified of all new messages or urgent messages only Press OK or to accept the default message type new This means you are notified whenever you receive a new message Press CHHG or to change the message type to urgent Changing the message type to urgent means you are only notified when you receive an urgent message Press to end the session Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Off premise Message Notification 71 Adding special characters to the destination number When you are adding special characters do not press the dialpad buttons to enter a or to enter a Press the button directly below the option on a two line display telephone or listen for the voice prompts To add special characters on an Enterprise Edge one line display telephone refer to the table Adding special characters using an single line display telephone on page 71 To add special char
97. ge 2 0 Call Center to call you at any tone dial telephone number pager or extension and let you know there is a message in the Queue Mailbox Since Off premise Message Notification uses a Reserved or voice channel to notify you when there is a message set up Off premise Message Notification for non business hours Then Off Premise Message Notification does not consume a Reserved or voice channel during busy periods About Off premise Message Notification You can receive notification of a message at a maximum of five different destination numbers Enterprise Edge 2 0 Call Center calls the first destination when a new or urgent message is received in the Queue Mailbox If there is no answer Enterprise Edge 2 0 Call Center waits five minutes and calls the first destination again If there is no answer Enterprise Edge 2 0 Call Center calls the first destination a third time If there is no answer after three calls Enterprise Edge 2 0 Call Center calls the second destination Enterprise Edge 2 0 Call Center continues calling at five minute intervals until the call is answered or all of the programmed destinations are called three times You assign start and stop times that apply to all telephone number and extension number destinations The time range establishes how long Off premise Message Notification is in effect Off premise Message Notification begins when the start time is reached It is a good idea to set the start time for the time you wi
98. ge of each call event The real time or current situation of the agents and call activity can be monitored by using the Queue Status Feature Code Reserved channel Reserved channels are voice channels reserved exclusively for Enterprise Edge 2 0 Call Center Reserved channels are used to send greetings to callers waiting in an Call Center queue These channels ensure that Enterprise Edge Voice Messaging does not consume all the voice channels Routing Table The Routing Table handles incoming calls for each Call Center queue The Routing Table determines the order of greetings and hold times for callers while they wait to be routed to an available agent Secondary alert time The Secondary alert time is the second time limit that you assign for calls waiting in the Call Center queues When a caller has waited the Secondary alert time limit you are given a visual warning on programmed memory button indicators This alerts you that the caller has been waiting in an Call Center queue for an unacceptable amount of time The other alert time is Primary alert time Supervisor agent A supervisor agent is an agent with supervisor status A supervisor agent has additional capabilities such as the ability to monitor calls between agents and callers Supervisor monitor Supervisor monitor is a feature that allows supervisor agents agents with supervisor status to monitor and or participate in calls between agents and callers System Admin
99. give callers any necessary information such as e your hours of service e areminder to please have their account number ready e how to leave a message in the call center queue mailbox e announcement of sales e product lists e upcoming special events You can record up to 100 different call center greetings Note For more information about call center greetings refer to Call center greeting steps on page 94 Types of call center greetings You can record different types of greetings for Enterprise Edge 2 0 Call Center Before you record your greeting you must determine what the greeting will include When preparing your greeting be sure to include important times and dates Make the greeting as short and concise as possible Use the following examples of greetings as a reference P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 90 Types of call center greetings General company greeting The General company greeting informs callers that they have reached the correct company It can also include the location and business hours of your company Thank you for calling Munro and Johnson 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
100. he Alternate Language by pressing QJ If the Operator Status is set to Yes anda caller presses 0 while the Queue Mailbox greeting is playing they are transferred to the company Receptionist or Operator For information about Operator Status refer to the Enterprise Edge Message Set Up and Operation Guide Inform callers in the Queue Mailbox greetings that they can press P to speak to the company Receptionist or Operator If the Operator Status is set to No a caller who presses 0 while the Queue Mailbox greeting plays is informed the Operator is not available and is transferred to the Queue Mailbox Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Recording the Queue Mailbox greetings 51 Recording a Primary greeting for the Queue Mailbox You must record a Primary greeting for each Queue Mailbox The Primary greeting should include the same Queue Mailbox name that you used for the Company Directory For example Hello You have reached the Sales Department Queue Mailbox at Munro and Johnson At the sound of the tone please leave your name phone number and a brief message One of our agents will return your call as soon as possible Thank 33 you Before you record the Primary Queue Mailbox greeting it is a good idea to write out what you want to include in it To record the Primary Queue Mailbox greeting 1 Press Feature 9 8 f1 J Ee 2 Enter the Queue Mailbox number
101. he destination CHHG HET Note The x gt represents the type of destination telephone extension or pager OTH appears if you have more than one destination programmed To change one of the other destinations press HEXT until the destination you want to change appears f Destination 7 Press FHOME or to choose a telephone number PHONE EsT PAGER destination Press EXT or 2 to choose an extension number destination Press PAGER or to choose a pager number destination dbi 8 Enter the destination number and press OK or J The RETRY Ok destination telephone number cannot be longer than 30 digits Note The x gt represents the type of destination phone extension or pager 9 Press OE or to accept the destination number Press ADL or to add special characters if the destination number is a telephone or pager For information refer to Adding special characters to the destination number on page 71 After you add special characters press OK or to accept the destination number Motif lt gt The type of destination appears on the display Note The x gt represents the type of destination telephone extension or pager Sot Cap The destination number appears on the display Note The x gt represents the type of destination The 4 represents the destination number For example Ext i2223 Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641
102. ibute for Accept default Distribute for 00 30 5 Greeting Greeting 3 Please Wait greeting Not Forced Play with Transfer Basic set up operator default 6 Goto Step Routing Table step number 2 Example Queue 1 Night Routing Table steps Step Type of step Step parameters number 1 Greeting Greeting 6 Non business hours greeting Not Forced Play with Transfer Basic set up 2 Disconnect There are no parameters for the Disconnect option Example of setting up the Queue 1 Day Routing Table To set up the Routing Table steps in the Queue 1 Day Routing Table 1 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears 2 Click Queue 1 3 Click the Configure button The Queue 1 dialog box appears 4 Click the Day Routing tab 5 Click End 6 Click the Insert Step button to add step 1 The Insert Routing Step dialog box appears 7 Click the Greeting option 8 In the Greeting box type 1 9 Select the Forced Play check box and select the None option in the Transfer group box 10 Click the OK button 11 Click End Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 2T 28 29 30 31 32 Examples of setting up the Day and Night Routing Tables 103 Click the Insert Step button to add step 2 The Ins
103. ilbox 49 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 162 Night mode 35 Night Routing Table 13 Night Routing Table setting up 101 Notification Off premise Message Notification 63 Number agents 123 Control DN 20 Queue Mailbox 20 O Off premise Message Notification 125 about 63 changing parameters 75 destination number character limit 70 74 82 destination pager number and message character limit 71 setting up to a pager number 69 to a telephone number 67 to an extension number 65 Open Mailbox Feature Code 19 22 Opening the Queue Mailbox 56 remotely 56 Operator Service Control default password 20 Feature Code 20 resetting passwords 129 Options while listening to Queue Mailbox messages 60 Organization of guide 9 Other documents 10 14 Outdial route mailbox 64 Overflow Intelligent 14 P Parameters general call center 116 125 queue 32 Routing Table Greetings 94 Parameters to add an agent 25 Password changing Queue Mailbox 57 Operator Service Control default password 20 Queue Mailbox password 49 57 resetting agent password 28 resetting Operator Service Control 129 resetting Queue Mailbox 58 resetting system administrator 130 password supervisor agent 21 Pause characters adding 70 74 81 Enterprise Edge 2 0 Call Center Set Up and Operation Guide Post call wrap up time automatic timeout 22 extending and canceling 22 Prefer method of call distribution 33 156 Professional Call Center
104. ilbox Feature Code 22 priority 26 qualification 26 Queue Status Feature Code 23 119 resetting agent password 28 viewing in a queve 45 Wrap 33 157 agent definition 153 Agent ID number definition 153 Always mode 35 Assigning agents to a queue 43 Enterprise Edge Call Center language option 115 Assigning an agent to a queue 43 Assigning Intelligent Overflow to a queue 39 P0911641 Issue 02 attendant definition 153 Automated Attendant AA 153 Automatic Routing Table Method 106 Automatic timeout 22 B Basic Call Center 13 Button memory button indicators 116 155 programming memory button 18 Cc Call activity monitoring 120 call center Agent Administration 25 Agent Feature Codes 21 greetings 89 queue See Queue Queue Mailbox See Queue Mailbox Queue Mailbox Administration 47 queue parameters 124 Basic 13 Professional 13 call centers preventing call congestion 119 tips to improve efficiency 127 Call Distribution Method 33 156 Caller Directed Transfer 14 Caller ID 60 Changing agent information 28 call center greetings 91 language 115 Off premise Message Notification parameters 75 Queue Mailbox password 57 Routing Table Method 107 values of steps in the Routing Table 105 Channels Refresher 115 voice 115 Character limit for Off premise Message Notification destination number 70 74 82 for Off premise Message Notification destination pager number and message 71 Enterprise Edge 2 0 Call Center Set Up and Operati
105. is 20 The maximum number of steps in the Night Routing Table is 20 A call in a queue receives the treatment specified by the current Routing Table This treatment is a combination of call center greetings and being on hold If an agent becomes available the call is sent to the available agent Setting up a Routing Table A Routing Table is made of several routing steps These steps define what is done with a caller that is waiting in the call center queue To set up a Routing Table use the steps below e Learn about the types of Routing Table steps P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 94 About Routing Table steps e Plan which steps you are going to use e Add the steps to the Routing Table e Assign the hours of operation for the queue About Routing Table steps There are four types of steps that you can set up in the Routing Table e Greeting e Distribution time e Goto e Disconnect Call center greeting steps When you set up the Routing Table you assign when and which call center greetings are played to callers You also assign greeting parameters to each greeting Users can use Caller Directed Transfer during a Routing Table Greeting step Caller Directed Transfer lets a caller transfer to the Automated Attendant the Operator or the queue mailbox by pressing a single digit on their keypad After the greeting plays the call goes to the next routing step If there is no next ste
106. is disabled press HET to go to the first Queue Status display of Queue 1 2 6 clas 7 This display shows that there are six agents logged in a Mest to Queue 2 Press HEXT to continue monitoring Queue 2 2 calls 8 This display shows that there are no calls waiting in IEE NERT Queue 2 Press HEYT to continue monitoring Queue 2 Zi wait A10 9 This display shows that the longest wait time for a QUEUE HEAT call is zero Press HEXT to monitor the next queue Queue 1 Enabled 10 Press Ris to end this monitoring session QUEUE HEST BEI 8 After monitoring Queue and Queue 2 you can ask any qualified and available agents from Queue 2 to log in to Queue until all the calls in Queue 1 are handled Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Using Enterprise Edge 2 0 Call Center with 12 Enterprise Edge Voice Messaging Introduction Enterprise Edge Voice Messaging contains two powerful call routing features Automated Attendant AA and Custom Call Routing CCR These features route incoming calls to telephones and voice mailboxes These feature can also route calls to ACD queues Automated Attendant The Automated Attendant answers incoming calls and presents callers with a greeting After the greeting the Automated Attendant Menu offers callers a range of options that they can select using the dialpad of their telephone Using these options callers can trans
107. istrator The System Administrator is responsible for setting up managing and handling the day to day operation of Enterprise Edge 2 0 Call Center The System Administrator monitors the overall performance of the call center and balances the staffing according to call traffic demands Voice channel A voice channel is the voice path that Enterprise Edge 2 0 Call Center uses to give greetings to callers Wrap The Wrap parameter is the time period you set up for agents to wrap up or complete paperwork after they finish a call After an agent has completed a call they are taken out of the queue for this pre programmed Wrap period P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 158 Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Index A AA 153 Accessing Enterprise Edge Call Center 15 ACD see Call Center and Enterprise Edge Call Center Adding agent 26 27 agents to a queue 43 Adding special characters pause characters 70 74 81 to a destination number 71 Administration accessing 15 Agent 26 adding 26 27 Agent ID number 25 agent name 26 assigning agents to a queue 43 Autobusy mode 123 changing agent information 28 deleting an agent 29 deleting from a queue 44 document for agents 10 14 Feature Codes 21 22 force agent logout 29 information 25 listening to Queue Mailbox messages 59 Login Logout Feature Code 22 Make Busy Feature Code 22 number of 123 Open Ma
108. it the memory button indicators programmed with the Queue Status Feature Code Feature _ 9 0 9 and the Login Logout Feature Code Feature _ 9 0 4 start flashing slowly The memory button programmed with Feature _ 9 0 9 shows the status of all queues on the system The memory button programmed with Feature _ 9 0 4 shows the status of the queues that the agent is logged into These features warn you that a call has exceeded the Primary alert time For information on programming memory buttons with indicators refer to Programming a memory button with a Feature Code on page 18 The warning indicators stop automatically when the situation returns to normal You assign the Primary alert time in minutes and seconds The default value is 00 00 which means there is no Primary alert time Note Agents do not need to be logged in before they see the Queue Status memory button flashing A memory button must be programmed with the Queue Status Feature Code and the Primary alert time must be set up before the memory button will indicate the queue status Secondary alert The Secondary alert time must be a higher time limit for calls waiting in the Call Center queues than the Primary alert time limit When a call exceeds the Secondary alert time limit this triggers the memory button indicators programmed with the Queue Status Feature Code Feature _ 9 0 9 J and the Login Logout Feature Code Feature _ 9 0
109. k the Distribute for option 8 Use the arrow buttons in the Distribute for box to change the longest time in minutes and seconds that the caller can wait on hold in this step 9 Click the OK button The queue s dialog box appears 10 Click the Apply button and then click the OK button 11 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Adding a Goto step Goto steps send the caller to another step in the Routing Table These steps can be added only at the end of the Routing Table To add a Goto step 1 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears Click the queue you want to add a Goto step to Click the Configure button The queue s dialog box appears Click the Day Routing tab to add the Goto step to a Day Routing Table or click the Night Routing tab to add the Goto step to a Night Routing Table Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 10 11 Adding Routing Table steps 99 Click the End step Note When the Routing Table is full the End step disappears Click the Insert Step button The Insert Routing Step dialog box appears Click the Goto Step option From the Goto Step drop list select the number of the Routing Table step the caller is sent to Click the OK button The Queue Properties dialog box appears Click the OK button Click the Close button to return to
110. lay QUEUE name gt The queue name appears briefly Anew B saved 3 Press ADMIH or PLAY REC ADMIN Mailbox admin 4 Press 6 to open the Off premise Message Notification GREET FPSWE QUIT menu Med notify 5 Press AD IH or fi to set up Off premise Message ADMIN SELECT J Notification P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 70 Off premise Message Notification Hot init Destination 6 PHOME EXT PAGER Pager 7 RETRY ok EE 8 ADD aK Show lt x Show ix 9 CHHG HEST YES HO CHHG E notify 12 ADMIN SELECT More dest 10 Med tyre new 11 Ok This display appears when Off premise Message Notification has not been set up for this mailbox Press PAGER or 8 to choose a pager number destination Enter the destination pager number and press OF or Press OK or to accept the destination pager number The gt represents the pager number Press ADL or to add special characters If the paging service requires additional answer or setup time add pause characters to the beginning of the pager message For information refer to Adding special characters to the destination number on page 71 After you add special characters press OK or to accept the destination number The pager message appears briefly Press HET or to accept the default pager messa
111. lay Answer The Delay Answer time can be a minimum of one second and a maximum of 10 minutes The default Delay Answer time is 00 00 which means it is not activated When a call comes in on a line belonging to a queue that has no free agents the call will not be answered until either the Delay Answer time has elapsed or an agent becomes available whichever comes first For more information on the Delay Answer feature refer to Tips about call center queue administration on page 124 Setting up queue parameters Before you proceed photocopy the table Call Center Queue Parameter Administration on page 134 Fill in the appropriate columns for future reference Note You need to disable a queue and wait until there are no calls in the queue before you can change the queue parameters You cannot change the queue parameters of a queue while the queue is in use To set up queue parameters 1 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 34 Setting up queve parameters 2 3 10 11 12 13 Click the queue you want to set up Click the Configure button The queue s dialog box appears Click the General Queue Properties tab In the Control DN box enter the extension for the queue The Control DN must be a B1 extension that is not used by another device or telephone This number is also
112. le and Preferred Longest idle routes the call to the agent who is available the longest Preferred routes the call to the agent with the highest priority best qualified agent If there are several agents with the highest priority the longest available agent is selected The default method of call distribution is Longest idle If a call comes in on a line belonging to a queue that does not have any free agents the call is not answered until either the Delay Answer Time is elapsed or an agent becomes available for the call During the Delay Answer period when the caller hears ringback the line the call comes in on still rings on the sets configured to answer this line If your call center has long Delay Answer Times longer than about 10 seconds specify to callers that their call is being tracked by Enterprise Edge 2 0 Call Center Otherwise callers may not understand the long ringback delay and hang up Callers must be informed by the call center at the time the call center number is given to the caller Tips about recording call center greetings The maximum number of call center greetings is 100 We recommend that you 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 call center queue affects the frequency with which callers will hear greetings If your greeting length times vary a lot
113. lick the Goto Step drop list Click 2 Click the OK button Click the Apply button and then click the OK button Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Example of setting up the Queue 1 Night Routing Table To set up the Routing Table steps in the Queue Night Routing Table 1 8 9 10 11 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears Click Queue 1 Click the Configure button The Queue 1 dialog box appears Click the Night Routing tab Click End Click the Insert Step button to add step 1 The Insert Routing Step dialog box appears Click the Greeting option In the Greeting box type 6 Clear the Forced Play check box Select the Basic option in the Transfer group box Click the OK button Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Reviewing the Routing Table steps 105 12 Click the Apply button and then click the OK button 13 Click the Disconnect option 14 Click the OK button 15 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Reviewing the Routing Table steps Once you have set up the Routing Tables you can review them any time To review a Routing Table 1 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears 2 Click the queue you want to review 3 Click th
114. ll be at the destination telephone number so you will be there to receive calls Pager destination numbers are contacted whenever a designated type of message is received by a Queue Mailbox that has Off premise Message Notification set up You can add special characters when you set up Off premise Message Notification to a pager destination number Depending on the company supplying your paging service the programming sequence varies For more information about setting the destination telephone number parameters for your pager contact your pager company Setting up Off premise Message Notification involves e assigning an outdial route for the Queue Mailbox e establishing a destination telephone number e selecting whether you are assigning a telephone pager or extension number e determining a notification time range e selecting what type of messages you want to be notified about all new messages or just messages marked urgent After you set the Off premise Message Notification parameters Off premise Message Notification is enabled automatically P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 64 Off premise Message Notification Assigning an outdial route The Outdial route determines which line line pool or Route code the system uses for Off premise Message Notification The default for Outdial route is None You must assign an Outdial route before you can use an external telephone or a pager as
115. lts are shown in bold e Refer to the page number to find where the option is in this Programming Record Description of programming Title Page Record the Feature Codes used by Enterprise Edge 2 0 Call Feature Code checklist page 134 Center Record Agent ID agent name Priority value Supervisor Agent Administration page 136 agent status and queue for each agent Record Control DN Queue name MWI ext Method Wrap Call Center Queue page 141 and Delay Answer time limit Parameter Administration Record the Intelligent Overflow parameters for each queue Intelligent Overflow page 135 Administration Record agents assigned to the queues Agent Queue and page 140 Supervisor Agent Queue Assignment Record the Call Center Queue Mailbox name Call Center Call Center Queue page 141 Queue Mailbox number MWI ext and Call Center Queue Mailbox Mailbox password Administration Record a description of greeting and greeting parameters Greeting page 142 Administration Record the type of step and step parameters for Day Routing Table page 146 Routing Tables and Night Routing Tables Administration Record the number of Reserved Channels the Primary Alert Setting up general Call page 148 time and the Secondary Alert time Center parameters Record the line information for lines that are answered by Line answering page 149 Enterprise Edge 2 0 Call Center Record the Operator and Business Status settings Operator
116. m Call Routing 121 Enterprise Edge 2 0 Call Center operation tips 123 Introduction 123 Tips about call center agent administration 123 Tips about call center queue administration 124 Tips about recording call center greetings 124 Tips about Routing Table administration 125 Tips about call center general parameters 125 Tips to calculate longest wait time a caller could be on hold 126 Tips to improve the efficiency of the call center 127 Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Chapter 14 Troubleshooting Enterprise Edge 2 0 Call Center 129 Introduction 129 Problems and solutions 129 Resetting passwords 129 Agent log in problems 130 Problems enabling the call center queue 130 Cannot change the Call Center Queue General Parameters 131 Appendix A Enterprise Edge 2 0 Call Center Programming Record 133 Before you begin 133 Programming overview 133 Feature Code checklist 134 Call Center Queue Parameter Administration 134 Intelligent Overflow Administration 135 Agent Administration 136 Agent Queue and Supervisor Agent Queue Assignment 140 Call Center Queue Mailbox Administration 141 Greeting Administration 142 Routing Table Administration 146 Routing Table Administration 146 Setting up general Call Center parameters 148 Line answering 149 Operator Business Status 151 Glossary 153 Index 159 P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide Enterprise
117. n Guide P0911641 Issue 02 Listening to messages in the Queue Mailbox 59 Listening to messages in the Queue Mailbox Messages left in each Queue Mailbox should be listened to daily Only one agent can retrieve messages from each Queue Mailbox at a time If different agents are listening to and handling messages in the Queue Mailbox throughout the day each agent should e Listen to the message e Write down what the message says e Erase the message e Return the caller s telephone call If the caller is not available the agent can try again later or pass the message on to another agent The first agent to listen to the message must erase the message after writing down what it says The reasons for this are e the next agent does not waste time listening to the same message e the next agent does not know if the callback was successful or not e you do not want more than one agent contacting the same caller If only one agent is responsible for retrieving messages at your call center this agent does not need to transcribe and delete each message before callback This agent handles messages and knows the status of the old messages To listen to Queue Mailbox messages 1 Press Feature 9 8 f1 aie si 2 Enter the Queue Mailbox number and password as a continuous number Press Ok or Note To determine the Queue Mailbox number refer to the table Listening to Queue Mailbox messages on page 6
118. n extension number destination Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Off premise Message Notification 79 f Er 8 Enter the destination number and press OK or The RETRY OK destination telephone number cannot be longer than 30 digits Note The x gt represents the type of destination telephone or extension 9 Press OK or to accept the destination number Press ADL or to add special characters if the destination number is a telephone For information refer to Adding special characters to the destination number on page 71 After you add special characters press OK or to accept the destination number l Start hhmm 10 Enter the start time for Off premise Message RETRY OK Notification This is a four digit field Any single digit hour and minute must be preceded by a zero tstart time 11 Press AM or or PH or 2 RETRY AM PM start timer 12 Press OF or to accept the start time RETRY OK Stor hhmm 13 Enter the stop time for Off premise Message RETRY Ok Notification This is a four digit field Any single digit hour and minute must be preceded by a zero stor time 14 Press AM or fi or PH or B RETRY AM PM stor time 15 Press OF or to accept the stop time RETRY OK Hotifai lt x gt The type of destination appears on the display Note The x gt represents the type of destination
119. n numbers Meg ture new 12 You can choose to be notified of all new messages or CHNG Ok urgent messages only Press OK or to accept the default message type new This means you are notified whenever you receive a new message Press CHHG or to change the message type to urgent Changing the message type to urgent means you are only notified when you receive an urgent message Meg notify 13 Press to end the session ADMIN SELECT Inserting an Off premise Message Notification destination number You are given the option to insert destination number s if you have set up more than one destination number Note You must have at least two Off premise Message Notification destinations programmed before you can insert a destination To insert an Off premise Message Notification destination 1 Press Feature Q f1 J Log 2 Enter the Queue Mailbox number and password as a QUIT RETRY OK continuous number Press DK or Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Psu prompt appears press OTH to access the Loa display Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 2 Queue name gt PLAY REC AGMIH GREET PSWO QUIT AGMIM SELECT Motif 1x dc Cu Hotit 1x 6 CHHG OTHA ee f Notify 1a Ts QUIT DEL IHS
120. n to the queue the call is sent to the destination that you specify Note You can select both conditions within the same rule P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 36 Using Intelligent Overflow to control call handling Destination When Intelligent Overflow determines that a condition is met for the call the call goes to the destination you specify It is possible for a call to e move to a new queue The caller hears the greetings that are set up for the new queue e overflow to one or more queues The caller continues to hear the greetings from the original queue e go to the queue mailbox Examples of Intelligent Overflow rules Intelligent Overflow 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 rules Example 1 In this example calls to the call center go to queue 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 queues 2 and 3 the sales department queues An agent from either queue can answer the call The System Administrator e selects the Day service mode e sets the timer for 2 minutes and 30 seconds e selects Overflow to Queue as the destination e selects queues 2 and 3 Mode Conditions Destination Explanation Day 02 30 Overflow 2 3 Intelligent Overflow does
121. nds to the bottom line on telephone display ACHIH Indicates the Display button option you need to press to proceed Appears on two line display telephones only Reference documents For more information about Enterprise Edge 2 0 Call Center refer to the Enterprise Edge 2 0 Call Center Agent User Guide and the Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Reference documents 11 For information about setting up voice mail refer to the Enterprise Edge Set Up and Operation Guide Enterprise Edge Programming Record and Enterprise Edge Installation and Maintenance Guide For information about configuring telephony resources refer to the Enterprise Edge Programming Operations Guide P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 12 Reference documents Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Using Enterprise Edge 2 0 Call Center 2 Introduction This chapter describes e Professional Call Center and Basic Call Center e Using your telephone with Enterprise Edge 2 0 Call Center e Using Enterprise Edge 2 0 Call Center e Accessing Enterprise Edge 2 0 Call Center administration e Your role as Enterprise Edge 2 0 Call Center System Administrator Professional Call Center and Basic Call Center There are two levels of Call Center available Basic
122. nt to Programs click Enterprise Edge Voice Applications Manager and then click Enterprise Edge Voice Applications Manager The Enterprise Edge Voice Applications Manager main menu appears To access Enterprise Edge Voice Applications Manager from Enterprise Edge Unified Manager 1 On the Enterprise Edge Unified Manager window click the Enterprise Edge Voice Applications Manager icon The Enterprise Edge Voice Applications Manager main menu appears All of the procedures described in this guide assume that you are at the Enterprise Edge Voice Applications Manager main menu Your role as Enterprise Edge 2 0 Call Center System Administrator As Enterprise Edge 2 0 Call Center System Administrator you set up how your call center receives calls Your role can include e learning about the Enterprise Edge 2 0 Call Center system e using Enterprise Edge 2 0 Call Center Feature Codes e setting up call center agents and supervisor agents e setting up call center queues e setting up call center queue Overflow Rules e using Intelligent Overflow to control call handling e initializing the call center queue mailbox e recording call center greetings P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 16 Your role as Enterprise Edge 2 0 Call Center System Administrator e setting up the routing table e assigning the lines to be answered by Enterprise Edge 2 0 Call Center e setting up general call center parameter
123. o AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr No AA all ctr Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Operator Business Status 151 Operator Business Status Copy page before using Password OPERATOR 67372867 C I L Receptionist or Operator available Y N Business open Y N Answer trunks Y N Receptionist or Operator extension E i Queue Number Auto Enterprise Edge 2 0 Maximum 16 diie Manual Day Night Call Center Service Queue Number Auto T Manual Day Night Maximum 16 queues These settings are usually changed by the receptionist or Operator on a daily basis P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 152 Operator Business Status Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Glossary AA See Automated Attendant ACD See Enterprise Edge 2 0 Call Center Agent An agent is a person who is assigned to answer calls for one or more Call Center queues in your call center Agent ID number When you add an agent Enterprise Edge 2 0 Call Center assigns an Agent ID number you use to identify the agent The agent uses their Agent ID number to log in when they are ready to receive calls Attendant The attendant is the
124. ogged in click the Yes button If the agent is already logged out proceed to step 5 Note If the agent you log out is on a call the call is not interrupted 5 Click the OK button Repeat steps 2 to 5 for each agent you want to log out 6 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Queue Administration 5 Introduction You set up each queue in a call center to answer and distribute calls to agents as they become available This chapter describes Queues in a call center Queue parameters Setting up queue parameters Using Intelligent Overflow to control call handling Enabling the queues Disabling queues Changing Queue parameters Unconfiguring the queue Assigning an agent to a queue Deleting agents from a queue Viewing agents in a queue Queues in a call center There are a maximum of 16 queues in a call center Each queue collects calls for a particular call center department such as sales or technical support You cannot change the queue parameters or add change or delete lines assigned to a queue while a queue is in use For more information refer to Queue parameters on page 32 and Adding lines and assigning a queue on page 111 How incoming calls are sent to a queue Incoming calls are sent to a queue in one of the following ways The installer assigns a line to b
125. ol DN you can proceed to Initializing the Queue Mailbox on page 49 To determine the Control DN Queue Mailbox number and Message Waiting Indication telephone for each queue 1 Seb xxx 2 HEST CDM Liss 3 HEST Ext linxxx 4 HEST 5 Press Feature 9 8 6 Press HEAT The xxxx represents the Control DN Queue Mailbox number for Queue 1 Press HEST to continue Note If the message Hane appears the queue has not been configured The xx represents the extension for the Message Waiting Indication MWI telephone When there are messages in the Queue mailbox a message will appear on the telephone with this extension Press HEAT Note You assign the extension for MWI when you set up the queue parameters For information refer to Setting up queue parameters on page 33 If the message Unawail appears then the extension for MWI has not been entered Continue pressing HET to view the Control DN and MWI for each queue Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Initializing the Queue Mailbox 49 Initializing the Queue Mailbox You must initialize the Queue Mailbox before you can receive or listen to messages Before you begin choose the password you want to use to open the Queue Mailbox The password must be four to eight digits in length and cannot start with zero You should give the Queue Mailbox passwords to the agents who will be respon
126. on Guide 160 Company Directory 49 Configuring the lines 111 Control Directory Number CDN 154 Control DN 32 47 48 154 Conventions button options 10 buttons 10 guide 10 Custom Call Routing CCR 121 154 D Day mode 35 Day of Week Service 14 Day Routing Table 13 Day Routing Table setting up 101 default mode 35 Default pager message 70 74 82 Default password Operator Service Control 20 Queue Mailbox 58 Delay Answer feature 33 124 154 Deleting agents from a queue 44 an agent 29 Destination number character limit 70 74 82 for pagers 71 special characters in 71 when Enterprise Edge is behind PBX or Centrex 71 Destination pager number character limit 71 Destination Off premise Message Notification numbers 63 Determining Control DN 48 Message Waiting Indication extension 48 Queue Mailbox number 48 differences Basic and Professional Call Center 13 Directory Company Directory 49 Disabling queues 41 Disconnect option 95 Display button option 10 prompt 10 Single line 14 Two line 14 Distribution time step in Routing Table Documents about Enterprise Edge Call Center 10 for agents 10 14 Enterprise Edge 2 0 Call Center Set Up and Operation Guide Enabling queues 41 130 Entering a destination number 71 Enterprise Edge Feature Codes 17 telephone 14 two line display telephone 14 types of telephones 14 Enterprise Edge Call Center about 15 Accessing 15 Call answering 112 113 changing call center gree
127. on the line All our agents at Munro and Johnson 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 Munro and Johnson 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 Note Remember to change your Information greeting when it no longer applies Transfer greeting A transfer greeting provides information to a caller about where the call can be transferred Please press I to leave a message and one of our agents will return your call Press 2 to return to the beginning Non business hours greeting Your non business hours greeting will be played after your business is closed An example of a non business hours greeting is You have reached Munro and Johnson Our hours of service are Monday to Friday from 8 00 until 12 00 and 1 00 until 5 00 To leave a message please press zero An agent will return your call as soon as possible Thank you for calling Note For more information about call center greetings refer to Tips about recording call center greetings on page 124 How to record a call center greeting Before you record a greeting write the greeting out so that you include everything that you want
128. op This is a four digit field Any single digit hour and minute must be preceded by a zero zator time 13 Press AM or i or PM or 2 J RETR Al PH stor time gt 14 Press OF or to accept the stop time RETRY OK More dest 15 Press YES to add an additional destination number YES Ho J Hotify 2 none 16 Press SETUF or 1 SETUP HEXT Destination 17 Press PAGER or 3 to choose a pager number PHONE ExT PAGER destination Pager 18 Enter the destination pager number and press OK or f J RETRY OK P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 74 Off premise Message Notification E il j Show xxx Show eee 20 CHHG HEST SETUP Hotify 3 none 21 HEST CHHG HET Ee time 23 CHHG HEST Med tyre new 24 CHHG Ok Med notify 25 AGCMIM SELECT Startitstart time 22 Press K or to accept the destination pager number The x gt represents the pager number Press ADD or to add special characters If the paging service requires additional answer or setup time add pause characters to the beginning of the pager message For more information refer to Adding special characters to the destination number on page 71 After you add special characters press OF or to accept the destination number The pager message appears briefly Press HEST or to accept the default pager message represented by the
129. ous number Press GK or J Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Fsuwd prompt appears press THF to access the Loa display Opening a Queue Mailbox remotely To reach a Queue Mailbox from an outside telephone e Ifa Queue Mailbox is set up as a leave message point in Custom Call Routing CCR press the one digit CCR menu option and you are automatically transferred to the Queue Mailbox e Call an Operator receptionist or user and ask them to transfer you to the Queue Mailbox number by using Feature BJE Once you have reached a Queue Mailbox from an outside telephone press during the Queue Mailbox greeting to open the Queue Mailbox At the voice prompt enter the Queue Mailbox number and password and press Follow the voice prompts Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Queue Mailbox password 57 To access the Queue Mailbox directly from an outside telephone e Call a telephone line that is answered by the Automated Attendant AA and press during the AA Menu Prompt Enter the Queue Mailbox number and password then press Follow the voice prompts e Call your own extension number and press during your personal greeting Enter the Queue Mailbox number and password then press Follow the voice prompts Queue Mailbox password It is recommended that you change the pa
130. ow to Queue s OERE ii verflow to Queue s Always ia a Send to Queue Mailbox A Timer ___ Move to Queue ___ ight rae cinch EE Overflow to Quevels y Send to Queue Mailbox ae i eee Move to Queue ___ ight Aya EL EEE Overflow to Queve s y Send to Queue Mailbox i Timer _ Move to Queue ___ ight Ka VEEE WAE E Overflow to Queve s ays Send to Queue Mailbox ae Timer _ Move to Queue ___ ight Hae pe eee Overflow to Quevels y Send to Queue Mailbox a Timer Move to Queue ___ ight ae es ae EE Overflow to Queve s y Send to Queue Mailbox eH Timer os Move to Queue ___ ight i Aink Overflow to Queve s ways Send to Queue Mailbox uA Timer _ Move to Queue ___ ight PU EE RE Overflow to Quevels ays Send to Queue Mailbox tl Timer Move to Queue ___ ight Ran EE TE E Overflow to Queve s y Send to Queue Mailbox P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 136 Agent Administration Agent Administration Agent ID number 1 100 assigned by Enterprise Edge 2 0 Call Center Agent name Maximum 13 characters DEFAULT AGENTnn nn is the Agent ID number Priority Agent Qualification value 1 highest 5 lowest DEFAULT 3 Supervisor Agent status yes or no Copy page before using Queue number and Queue name that the agent is assigned to SO CO NI WO QI RI OJN oO N
131. ow to monitor Enterprise Edge 2 0 Call Center call activity using the Enterprise Edge 2 0 Call Center Status Feature Code 12 Using Enterprise Edge 2 0 Call Center with Enterprise Edge Voice Messaging Provides information about the Enterprise Edge Messaging routing features Custom Call Routing and the Automated Attendant 13 Enterprise Edge 2 0 Call Center operation tips Provides tips to improve the operation of the Enterprise Edge 2 0 Call Center system 14 Troubleshooting Enterprise Edge 2 0 Call Center Provides diagnostic and recovery procedures for problems that might occur while setting up and operating Enterprise Edge 2 0 Call Center This chapter explains how to reset the System Administrator password and how to reset the operator password Appendix A Enterprise Edge 2 0 Call Center Programming Record Provides a programming record to keep track of Enterprise Edge 2 0 Call Center set up information Glossary Defines terms used in this guide Index Provides an alphabetical list of information contained in this guide Symbols and conventions The following conventions and symbols are used to describe features and their operation Convention Example Used for Words in this special font Mbox Admin correspond to top line of telephone display Display prompts Used on single line and two line display telephones An underlined word in this special font correspo
132. p the call is terminated To set up a greeting step in the Routing Table choose the number of the greeting To ensure that you have the correct greeting number refer to your completed copies of the tables Greeting Administration Queue Number on page 142 About Greeting parameters There are two greeting parameters e Forced Play e Transfer None or Basic These greeting parameters are described in the table Greeting Parameters Greeting Parameters Greeting Description Parameter Forced Play Enables Forced Play on a greeting that contains important information that enabled you want callers to hear If an agent becomes available while a caller is listening to a Forced greeting the greeting is NOT interrupted The caller must listen fo the entire greeting See the note below this table Forced Play While a caller listens to a greeting that is not forced and an agent disabled becomes available the greeting is interrupted and the call goes to the available agent Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 About Routing Table steps 95 Greeting Description Parameter Transfer Basic While the greeting plays callers can e press ff to transfer to the Automated Attendant e press O to transfer to the Operator e press 9 to leave a message in the queue mailbox These are the default keypad buttons that callers can press To change the de
133. person that you assign to answer an extension number The attendant can be the receptionist operator or target attendant Automated Attendant AA The Automated Attendant is similar to an automatic answering service AA answers incoming calls with a Company Greeting and a menu of options AA routes calls in response to a caller s dialpad selections For a greater range of options and services for incoming calls a Custom Call Routing CCR menu can be assigned to play instead of the Automated Attendant AA Menu Automated Call Distribution ACD See Enterprise Edge 2 0 Call Center CCR See Custom Call Routing CDN See Control Directory Number Call center A call center is a department or a business which handles numerous incoming calls A call center typically employs several agents to answer incoming calls Call Center queue See queue P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 154 Call Center Queue Mailbox The Call Center Queue Mailbox stores messages left by callers that can be retrieved by designated agents Call Forward All Calls This feature forwards all calls from a telephone to another extension number For example all calls from your telephone can be forwarded to the Control DN of a queue Call Forward No Answer This feature forwards all unanswered calls from a telephone to another extension number A call is considered unanswered if no one answers the call before a
134. premise Message Notification to an extension number 65 Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Chapter 7 Chapter 8 5 Setting up Off premise Message Notification to a telephone number 67 Setting up Off premise Message Notification to a pager number 69 Setting up Off premise Message Notification to more than one destination 72 Changing Off premise Message Notification 75 Changing Off premise Message Notification parameters 75 Changing the destination type from a pager to a telephone or extension 78 Changing the destination type from telephone or extension to a pager 80 Inserting an Off premise Message Notification destination number 82 Deleting an Off premise Message Notification destination number 84 Turning Off premise Message Notification on and off 85 Changing the Off premise Message Notification hours of operation 86 Recording Call Center Greetings 89 Introduction 89 Call center greetings 89 Types of call center greetings 89 How to record a call center greeting 90 Recording call center greetings 91 Changing call center greetings 91 Routing Table Administration 93 Introduction 93 Routing Table 93 Setting up a Routing Table 93 About Routing Table steps 94 Call center greeting steps 94 Distribution time step 95 Goto step 95 Disconnect option 95 Planning the Routing Table steps 96 Adding Routing Table steps 96 Adding greeting steps 96 Adding distribution time steps 97 Adding a Goto st
135. prise Edge 2 0 Call Center Set Up and Operation Guide 6 10 11 12 13 14 15 16 17 Press FHOME or to choose a telephone number destination Enter the destination telephone number and press OK or The destination telephone number is a maximum of 30 digits Press OF or to accept the destination telephone number The lt x represents the telephone number Press ADL or to add special characters For information refer to Adding special characters to the destination number on page 71 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 ff or PH or 2 J Press OF or to accept the start time Enter the stop 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 A or PH or 2 J Press OF or to accept the stop time Press HO if you are adding only one destination number Press YES to add additional destination numbers Press HEXT or to accept the start time that you entered Press CHHG or to change the start time Note Steps 16 and 17 allow you to review the start and stop times Press HEST or to accept the stop time that you entered Press CHHG or 1_ to change the stop time P0911641 Issue 02 O
136. queue and gets the new queue 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 queue mailbox Intelligent Overflow handles calls differently depending on the rules that you set up in the Insert Overflow Rule dialog box The Overflow tab displays the Intelligent Overflow rules for the queue you select The Overflow tab lets you add modify and delete overflow rules Each rule is based on a mode one or more conditions and one or more destinations Mode When Intelligent Overflow determines how to handle a call Intelligent Overflow looks at the mode the queue is in A queue can be in Day mode Night mode or Always mode Each mode can have different rules for how to handle calls You set the mode for when the rule applies by selecting Day Night or Always from the Service Mode list box The default mode is Always Conditions After Intelligent Overflow determines what mode the queue is in Intelligent Overflow determines what conditions apply to the call The two possible conditions are e Whether the timer expires You set the length of time a call waits for an agent before the call is sent to the destination that you specify The maximum time a call can wait is 59 59 You set the length of time in the Timer option e Whether there are agents logged in to the queue When the Agents not logged in checkbox is selected and there are no agents logged o
137. r calls to do paperwork or wrap up tasks You can change the default Wrap period to zero if there is no need for this period in your call center For more information refer to Wrap on page 33 Queue Status Feature Code Feature 909 Agents who answer calls only during peak call periods can check the queue status to see if they are needed Note If agents in your call center use the Queue Status Feature Code refer to Monitoring Enterprise Edge 2 0 Call Center call activity on page 119 While logged into a queue agents must not use the following features Call Park transfer the call instead Call Pickup use the Make Busy feature instead Call Forward All Calls Call Forward No Answer Call Forward on Busy Do Not Disturb feature use the Make Busy feature instead The following are exceptions PO911641 When an agent s telephone is on Call Forward No Answer to the voicemail extension the number of rings for Call Forward No Answer must be greater than the number of rings for Transfer Callback Timeout When an agent telephone is programmed with Call Forward on Busy to the voicemail extension the system administrator must program the call center line for that agent as Appear Only not ringing When an agent telephone has a mailbox associated with it the caller center line must be set up as Appear Only Agents can use only Call Forward All Calls Call Forward No Answer and Call Forward on Busy to the voicemail e
138. re J 6J G Feature Q Queue Status Feature Q 0 Q Feature R Note The Login Logout Feature Code and the Make Busy Feature Code are available to the System Administrator but they are used primarily by agents For information on the Feature Codes used by agents refer to call center Agent Feature Codes on page 21 System Administrator Feature Code descriptions Before you attempt to use these feature codes read the telephone user card for your telephone Open Mailbox Feature Code Feature 98 1 Use the Open Mailbox Feature Code to e record queue mailbox greetings e listen to messages in the queue mailbox Press Feature _ 9 to use the Open Mailbox Feature Code Note For more information on using the Open Mailbox Feature Code refer to Recording the Queue Mailbox greetings on page 50 and Listening to messages in the Queue Mailbox on page 59 P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 20 Feature Codes used by the System Administrator Operator Service Control Feature Code Feature 982 Use the Operator Service Control Feature Code to establish or change the operator s extension and to indicate whether the operator is available This Feature Code is also used to select the day night service mode of each call center queue You use this Feature Code to change the password used to access this Operator Service Control Feature Cod
139. refer to About Off premise Message Notification on page 63 When Off premise Message Notification is turned on you are notified whenever you receive a message during the time you specified To turn Off premise Message Notification on and off 1 Log 2 QUIT RETRY OK Queue name P0911641 Issue 02 Press Feature 9 8 f1 J Enter the Queue Mailbox number and password as a continuous number Press OK or Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Psu prompt appears press OTHF to access the Loa display The Queue Mailbox name appears briefly Enterprise Edge 2 0 Call Center Set Up and Operation Guide 86 Off premise Message Notification Grew A saved 3 Press AMIN or B PLAY REC AGMIH Mailbox admin 4 Press 6 to open the Off premise Message Notification GREET FSWE QUIT menu Me9 notify 5 Press SELECT or 2 ADMIM SELECT Hotif s on 6 Press CHHG or to turn Off premise Message CHHG TIME DE Notification off if it is on as shown Motifs off 7 Press OK or CHHG TIME Ok S Mailbox admin 8 Press to end the session GREET PSWD QUIT Changing the Off premise Message Notification hours of operation When you program Off premise Message Notification you assign the Start time and Stop times for message notification Off premise Message Notification s
140. rol DN must be a B1 extension that is not used by another device or telephone This number is also the mailbox number of the Call Center Queue Mailbox A confirmation dialog box appears Click the Yes button to confirm changing the Control DN A second confirmation dialog box appears Click the OK button to change the mailbox number of the Call Center Queue Mailbox In the Name box type the new name for this queue This name is also used for the Call Center Queue Mailbox In the MWI DN box type the new extension of the telephone that displays the Message Waiting Indicator for the Call Center Queue Mailbox In the Method box select the Method of distribution option Longest or Priority Use the arrow buttons in the Wrap box to change the Wrap period Use the arrow buttons in the Delay Answer box to change the delay answer time Click the Apply button to make the changes Repeat steps 2 to 15 for each Call Center Queue you want to change Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Unconfiguring the queue 43 14 Click the OK button to return to the Call Center Queues dialog box 15 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Unconfiguring the queue The queue must be configured and disabled before you can unconfigure it Important When you unconfigure a queue you delete the queue parameters and you delete all programming for the queue
141. s e monitoring the real time performance of Enterprise Edge 2 0 Call Center call activity e troubleshooting Enterprise Edge 2 0 Call Center e completing the Enterprise Edge 2 0 Call Center Programming Record refer to Appendix A Enterprise Edge 2 0 Call Center Programming Record on page 133 Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Using Enterprise Edge 2 0 Call Center 3 Feature Codes Introduction Feature Codes allow you to access Enterprise Edge 2 0 Call Center functions This chapter describes e Enterprise Edge Feature Codes e Feature Codes used by the System Administrator e Feature Codes used by call center agents and supervisor agents Enterprise Edge Feature Codes Feature Codes are assigned during installation This guide shows the default Feature Codes Enterprise Edge 2 0 Call Center can also use Custom Feature Codes If the default Feature Codes are used by another application your system automatically assigns Custom Feature Codes If your system has assigned Custom Feature Codes you need to find out what these Feature Codes are Remember to write the Custom Feature Codes in the appropriate columns in the the table call center Agent Feature Codes on page 21 To determine the Enterprise Edge Feature Codes 1 Lodine out E Dies HEST Busy Mode EA 3 HEST Record call a 5 QUIT P0911641 Issue 02 Press Feature 9 fA
142. s The Call Center Queues dialog box appears 2 Click the queue to you want to enable 3 Click the Enable button The queue status changes to Enabled Repeat steps 2 and 3 for each Call Center Queue you want to enable 4 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Disabling queues When you disable a queue no new calls are accepted Any calls that are already in this queue still get distributed until the calls are ended To disable a queue 1 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears 2 Click the queue you want to disable P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 42 Changing Queue parameters 3 4 Click the Disable button The queue status changes to Disabled Repeat steps 2 and 3 for each queue you want to disable Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Changing Queue parameters You must disable the queue before you can change the queue parameters To change the queue parameters 1 10 11 12 13 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears Click the queue you want to change Click the Configure button The queue s dialog box appears Click the General Queue Properties tab In the Control DN box type the new extension for the queue The Cont
143. s are required to add an agent Agent ID Each agent is assigned a unique Agent ID number Enterprise Edge 2 0 Call Center assigns the lowest available Agent ID number which is a value between 1 and 100 Statistics are collected and reported for each Agent ID number For more information on statistics refer to Monitoring Enterprise Edge 2 0 Call Center call activity on page 119 and refer to the Call Center Reporting Set Up and Operation Guide P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 26 Adding an agent or a supervisor agent Agent name The agent name is required and is a maximum of 13 characters If you do not enter a name the default agent name is the word Agent and the Agent ID number for example AGENT12 Priority The agent Priority represents the qualification level of the agent The agent Priority can be used to determine which of your agents receives an incoming call If the Method of call distribution for the queue is Preferred then the agent with the highest Priority value will receive the call For more information refer to Method of Call Distribution Method on page 33 The agent Priority value ranges from 1 to 5 1 is the highest agent Priority value which you would assign to the most qualified agents The default agent Priority value is 3 Type The agent Type represents the status of the agent An S in the Type column indicates an agent with supervisor status A blank space in
144. s type to supervisor agent To change agent information 1 Click the Call Center menu and then click Agents The Call Center Agents dialog box appears 2 Click the agent you want to change 3 Click the Change button The Change Agent dialog box appears 4 In the Name box type the new name of the agent 5 From the Priority drop list select the new priority number for this agent 6 Select the Supervisor checkbox to give the agent supervisor functionality ri Click the OK button Repeat steps 2 to 6 for each agent you want to change Note If the agent you are changing is logged in a dialog box appears asking if you want to log the agent out and make the changes If you log the agent out be sure to inform the agent to log in again 8 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Resetting the agent password If an agent forgets their password you can reset the password back to the default value 0000 After you reset the password the agent must change their password the next time they log on To reset the agent s password 1 Click the Call Center menu and then click Agents The Call Center Agents dialog box appears 2 Click the agent you want to change 3 Click the Change button The Change Agent dialog box appears Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Deleting an agent 29 4 Click the Reset Password check box
145. s which of several available agents to route the call to There are two methods of call distribution Longest idle and Preferred The Longest idle method of call distribution routes the call to the agent who has been available the longest The Preferred method of call distribution routes the call to the agent with the highest priority best qualified agent When there are several agents with the highest priority the agent available longest with that priority will be selected The default method of call distribution is Longest idle shown as Longest Wrap The Wrap parameter is the time period you set up for agents to wrap up or complete paperwork after they finish a call After an agent completes a call they are taken out of the queue for this pre programmed Wrap period The agent can extend or cancel the Wrap period by using the Make Busy Feature Code For more information refer to Make Busy Feature Code Feature 908 on page 22 The Wrap parameter defaults to 30 seconds You can change the Wrap period to zero if there is no need for this time period in your call center The Wrap period can last from zero to 59 minutes 59 seconds Delay Answer The Delay Answer feature prevents Enterprise Edge 2 0 Call Center from answering calls and playing greetings when there are no agents available When a queue has the Delay Answer feature activated waiting callers hear ringback To activate the Delay Answer feature enter a time for De
146. same Priority level and use the default agent name the word Agent and the Agent ID number for example AGENT12 Before you add an agent make a photocopy of the table Agent Administration on page 136 As you add agents fill in the appropriate columns in the table for future reference To add more than one agent 1 Click the Call Center menu and then click Agents The Call Center Agents dialog box appears Click the Add Many button The Add Many Agents dialog box appears In the From box type the lowest Agent ID number In the To box type the highest Agent ID number The Agent ID numbers you enter in the From and To boxes must be between 1 and 100 From the Priority drop list select the priority number for these agents The default for this box is 3 Click the OK button Agents are added for the Agent ID numbers you entered in the From and To boxes A message appears that tells you how many agents you added Note Any existing agents with an Agent ID number between the numbers you entered in the From and To boxes are not changed These agents are not included in the number of agents added Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 28 Changing agent information Changing agent information You can change the following agent information e agents name e agent s Priority value e agent
147. se Edge Voice Applications Manager main menu Adding and assigning several lines To add and assign several lines 1 Click the Call Center menu and then click Lines The Line Administration dialog box appears Click the Change Many button The Line Administration dialog box appears In the From box type the line number of the first line to add In the To box type the line number of the last line to add Click the Call Center option In the Queue box type the number of the queue you want to answer these lines Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Setting the Answer Lines status 113 7 In the of rings box type the number of rings before Enterprise Edge 2 0 Call Center answers You must enter a number from 0 to 12 8 Click the OK button Enterprise Edge 2 0 Call Center adds the lines with line numbers between the number in the From box and the number in the To box All of these lines are assigned to the same queue and answer after the same number of rings 9 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Setting the Answer Lines status The Answer Lines status determines if Enterprise Edge 2 0 Call Center will answer the assigned lines If the Answer Line status is set to Yes Enterprise Edge 2 0 Call Center answers the lines assigned as Call Center and Enterprise Edge Voice Messaging answers the lines assigned as AA If the Answer Lin
148. se button to return to the Enterprise Edge Voice Applications Manager main menu Viewing agents in a queue To view a list of the agents that are assigned to a queue 1 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears Click the queue you want to view Click the Configure button The Queue Properties dialog box appears Click the Agents tab The assigned agents are displayed The agents currently assigned to the queue appear in the Assigned list Click the OK button to return to the Call Center Queues dialog box Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Note For information about using the Supervisor Monitor feature refer to the Enterprise Edge 2 0 Call Center Agent User Guide P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 46 Viewing agents in a queue Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Queue Mailbox Administration 6 Introduction The Queue Mailbox stores messages left by callers This chapter describes e The Queue Mailbox e Determining the Control DN Queue Mailbox number e Initializing the Queue Mailbox e Recording the Queue Mailbox greetings e Opening a Queue Mailbox e The Queue Mailbox password e Listening to messages in the Queue Mailbox e Replying to messages e Off premise Message Notification Queue Mailbox The Queue Mailbox is crea
149. sents the destination number For example Extiz223 Press CHHG or to change the destination type and the destination number Note The x represents the type of destination telephone or extension Press PAGER or 8 to choose a pager number destination Enter the destination pager number and press OK or Press OF or to accept the destination pager number The x represents the pager number Press ADL or to add special characters If the paging service requires additional answer or setup time add pause characters to the beginning of the pager message For information refer to Adding special characters to the destination number on page 71 After you add special characters press OK or to accept the destination number The pager message appears briefly Enterprise Edge 2 0 Call Center Set Up and Operation Guide 82 Off premise Message Notification f Show isc 10 Press HEXT or to accept the default pager message CHNG NEST represented by the x The default pager message is the Enterprise Edge Voice Messaging extension number This is the sequence of digits sent after the pager service is dialed to notify you of who is paging you Press HHG or to change the pager message Note There is a combined limit of 29 characters for the pager telephone number and the pager message More dest 11 Press HO if you are adding only one destination VES HO number Press YES to add additional destinatio
150. sible for retrieving messages Initializing a Queue Mailbox involves e choosing a password from four to eight digits long that does not start with zero e changing the Queue Mailbox default password to the new password e recording the Queue Mailbox name in the Company Directory To initialize and open the Queue Mailbox for the first time 1 Press Feature 9 8 f1 f Log A 2 Enter the Queue Mailbox number and the default S LA e C e A E password 0J 0 0 0 as a continuous number Press Ok or Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Fswd prompt appears press THF to access the Loa display f Must change Paud 3 This display appears briefly to indicate that you must change the password Fswd 4 Choose a password from four to eight digits long that RETR Ok does not start with zero Enter the new Queue Mailbox password and press OF or Again 5 Enter the new Queue Mailbox password again and RETRY DE press OK or Password OK 6 This display appears briefly to indicate that the password was changed Must record name 7 This display appears briefly to indicate that you must J record the Queue Mailbox name in the Company Directory P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 50 Recording the Queue Mailbox greetings Accert n
151. specified number of rings Call Forward On Busy This feature forwards all calls from a telephone to another extension if all the lines assigned to the telephone are busy Channel A channel is the voice path that Enterprise Edge 2 0 Call Center uses to give greetings to callers A voice channel is also the voice path used when anyone uses a Feature Code to access Enterprise Edge 2 0 Call Center Class of Service The Class of Service defines the values for the special features of the Call Center Queue Mailbox or other Mailboxes Control Directory Number CDN The Control Directory Number Control DN or CDN is the extension number of an Call Center queue The CDN is the number used to transfer calls to an Call Center queue The Enterprise Edge installer is responsible for assigning the CDN to each Call Center queue before the Call Center queue can be enabled Custom Call Routing CCR Custom Call Routing CCR is a routing feature that you can program to present a customized menu of single digit choices to callers CCR automatically answers lines with customized menus for incoming callers With CCR callers can listen to pre recorded messages leave a message in the Call Center Queue Mailbox or transfer to an extension CCR allows you to replace the Automated Attendant menus with a more sophisticated menu that can offer callers a wider range of options Delay Answer The Delay Answer feature prevents Enterprise Edge 2 0 Call Cent
152. ssword every 30 days By changing the password regularly you decrease the chance that someone discovers the password accesses the system Keep a written copy of the Queue Mailbox password in the table Call Center Queue Mailbox Administration on page 141 Give it only to the agents who retrieve messages at your call center For security reasons it is a good idea to choose an uncommon password not a predictable password like 1234 or 1111 If someone knows the Queue Mailbox password they can access the Queue Mailbox and listen to or delete messages They may also be able to access Enterprise Edge and use it fraudulently or disrupt service Changing the Queue Mailbox password You can change the Queue Mailbox password at any time Remember to choose a password from four to eight digits long that does not start with zero To change the Queue Mailbox password 1 Press Feature 9 8 f1 J Los 2 Enter the Queue Mailbox number and password as a a SL 2K continuous number Press Qk or Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Fswd prompt appears press THF to access the Loa display QUEUE name gt The Queue Mailbox name appears briefly Grew B saved 3 Press ADMIN or B PLAY REC ADMIM P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 58 Queue Mailbox password pate admin 4 Press
153. t least one call waiting in the queue has exceeded the Secondary Alert time Note For information on assigning times to the general call center parameters Primary Alert and Secondary Alert refer to General Call Center parameters on page 115 For information on how to use the Queue Status Feature Code refer to Example of monitoring call activity on page 120 Feature Codes used by call center agents and supervisor agents The agents use Feature Codes to e open the queue mailbox e log in and log out of the Enterprise Edge 2 0 Call Center system e make telephone busy and cancel telephone busy e view queue status e monitor calls between agents and callers when they have supervisor agent status e change the supervisor agent password when they have supervisor agent status These Feature Codes appear in the table If you have Custom Feature Codes record these in the appropriate column in this table Call Center Agent Feature Codes Operation Default Feature Code Custom Feature Code Open Mailbox Feature 9 8 6 Feature J Login Logout Feature Q OE Feature QO _ Make Busy feature 9 0 6 Feature J Queue Status Feature JOJ Feature JB _ P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 22 Feature Codes used by call center agents and supervisor agents Agent Feature Code descriptions For more inform
154. ted automatically when you set up a queue There is one Queue Mailbox for each queue The Queue Mailbox number is the same as the Control Directory Number CDN of the queue The Queue Mailbox has the following default Class of Service settings e Primary Prompt Language e maximum message time of 15 minutes e maximum message length of three minutes e maximum message retention of 30 days e maximum greeting length of one minute A caller can also leave a message in the Queue Mailbox if their call cannot overflow to another queue The call does not overflow if e there are no agents logged in to the other queue e the other queue is not enabled To prepare the Queue Mailbox to receive messages ensure that you e know the Control DN Queue Mailbox number of each Queue Mailbox If you do not know the Control DN refer to Determining the Control DN Queue Mailbox number on page 48 P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 48 Determining the Control DN Queue Mailbox number e initialize the Queue Mailboxes e record the Queue Mailbox greetings Before you proceed make a photocopy of the table Call Center Queue Mailbox Administration on page 141 Fill in the appropriate columns for future reference Determining the Control DN Queue Mailbox number You must determine the Control DN Queue Mailbox number before you can perform Queue Mailbox administration tasks If you know the Contr
155. teps 1 to 10 to CREET L eS aL record the other Primary Queue Mailbox greetings Recording an Alternate greeting for the Queue Mailbox You can record an Alternate greeting for each Queue Mailbox The Alternate Queue Mailbox greeting should include the same Queue Mailbox name that you used for the Company Directory For example Season s Greetings You have reached the Sales Department Queue Mailbox at Munro and Johnson At the sound of the tone please leave your name phone number and a brief message One of our agents will return your call when we re open on December 27 Thank you Before you record an Alternate Queue Mailbox greeting it is a good idea to write out what you want to include in it To record an Alternate Queue Mailbox greeting 1 Press Feature 9 8 f1 Log 2 Enter the Queue Mailbox number and password as a QUIT RETRY OK P continuous number Press Qk or f Note To determine the Queue Mailbox number refer to Determining the Control DN Queue Mailbox number on page 48 If the Fswd prompt appears press OTHF to access the Loa display QUEUE name gt The Queue Mailbox name appears briefly Grew B saved 3 Press AGMIH or B PLAY REC ADMIN Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Mailbox admin GREET PSwW gt ALIT Greeting oFtions FEC CHOOSE CFWD Greeting PRIME ALT FERS
156. ter to recognize a specific incoming telephone number The Personalized Queue Mailbox greeting plays only for a person calling from the telephone number that you designate A Personalized Queue Mailbox greeting must include the same Queue Mailbox name that you used for the Company Directory For example Hi John You have reached the Sales Department Queue Mailbox at Munro and Johnson 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 Before you record a Personalized Queue Mailbox greeting it is a good idea to write out what you want to include in it Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Recording the Queue Mailbox greetings 55 To record a Personalized Queue Mailbox greeting GREET PSUC P0911641 Issue 02 QUIT 1 Log pA QUIT RETRY DE Queue name gt Anew B saved 3 PLAY REC ADHIH Mailbox admin 4 GREET FSWE QUIT Greeting options 5 REC CHOOSE CFWD Greeting 6 PRIME ALT FERS Greeting 7 RETRY DE J Phi 8 CHHG DE J Ph 9 RETRY DE Record greeting 10 RETRY Ok f Accert greeting 11 RETEY PLAY DE Mailbox admin 12 Press Feature 9 8 ft J Enter the Queue Mailbox number and password as a continuous number Press GK or J Note To determine the Queue Mailbox number
157. ters e The Call Center queue is enabled You must disable the Call Center queue before you can change the Call Center Queue General Parameters e The Call Center Queue Mailbox has the wrong extension number The extension number of the queue mailbox must be the same as the Control DN of the queue If the queue mailbox has the wrong extension a error message appears when you attempt to change the Call Center Queue Parameters This error message states that Enterprise Edge 2 0 Call Center could not access the queue mailbox To correct this problem 1 Click the Mailbox menu and then click Change Delete Click the Call Center Queue Mailbox Click the Change button 2 3 4 Select the text in the Extension box and type the Control DN of the queue 5 Click the OK button 6 Click the Close button P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 132 Problems and solutions Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Appendix A Enterprise Edge 2 0 Call Center Programming Record Before you begin e Make copies of the pages in this chapter you will need for recording more program settings Programming overview This overview provides a recommended approach to programming Enterprise Edge 2 0 Call Center To use this overview e Start at the top and progress down through the programming options Determine which options require your attention The defau
158. 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 call center greetings that have Transfer Basic selected with the Queue Mailbox default accepted you include To leave a message in the queue mailbox press zero Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Tips about Routing Table administration 125 Tips about Routing Table administration Use Forced Play greetings sparingly If you use Forced greetings keep them as short as possible Many long Forced Play greetings slows transferring calls to agents and causes unpredictable increases in distribution times Note that calls in other queues are not affected When Forced Play greetings are played for the highest priority call in the queue the other lower priority calls in the queue have to wait even if agents become available during this time For example the longest waiting call which is the highest priority call may get routed to a Forced Play greeting Then agents may become available during the time that the highest priority caller is listening to a Forced Play greeting The result is that no calls in this queue are routed to an agent until this highest priority call is finished hearing the Forced Play greeting This guarantees that the highest priority call is answered before lower priority calls in the same queue
159. tings 91 Feature Codes 17 language availability 115 other documents 10 recording greetings 91 setting up general parameters 116 telephone display 14 using 15 Evening assigning the Night start time to a queue 100 Extension number sent as default pager message 70 74 82 F Feature 17 Feature Codes about 17 agent 21 22 Custom Feature Codes 19 21 descriptions 19 22 Login Logout 22 Make Busy 22 33 157 Open Mailbox 19 22 Operator Service Control 20 programming memory buttons 18 Queue Status 20 23 116 119 120 System Administrator 19 used for 19 Feature Codes supervisor agents 17 Force agent logout 29 Forced greetings 125 Forced Play 125 disabled 94 enabled 94 Formula for waiting calls 126 French language option 115 G General call center parameters 116 Glossary 153 P0911641 Issue 02 161 Goto steps in Routing Table 95 Greetings call center changing 91 examples of 89 Forced greetings in Routing Table 94 Greeting parameters in Routing Table 94 Greeting step in Routing Table 94 recording 90 91 Routing Table parameters 125 tips 124 types of 89 Greetings Queue Mailbox example 51 52 54 recording 48 51 52 54 Guide organization 9 other documents 10 H highest priority call 125 Hold time See Distribution time Hours operation for a queue 100 Routing Tables 93 106 l ID Agent ID number 25 Caller ID 60 Indicators Primary alert for monitoring 116 Secondary alert for monitoring 116 Initiali
160. tion e selects queue 2 In the second rule the System Administrator e selects the Day service mode e sets the timer to 4 minutes and 30 seconds e selects the queue mailbox as the destination Mode _ Conditions Destination Explanation Day 02 30 and No Overflow 2 The call overflows to queue 2 alter the call Agents is in queue 1 for 2 minutes and 30 seconds Day 04 30 Queue Mailbox and if there are no agents logged on to queue 1 If the call is not answered within an additional 2 minutes the call transfers to the queue mailbox Example 5 In this example calls to the call center go to queue 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 queues with agents logged on If no agents are logged on to queue 1 or if the call is not answered by an agent within two and a half minutes the call transfers to the queue mailbox In this example the System Administrator inserts two rules The System 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 Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Using Intelligent Overflow to control call handling 39 selects the Agents not logged in check box as the condition for the second rule selects the queue mailbox as the destination for both rules Mod
161. to say We recommend that you record greetings that are a maximum of 20 seconds long If your greetings are longer than 20 seconds then callers will have to wait in the call center queue a longer time before they hear a greeting Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Recording call center greetings 91 Recording call center greetings Before you proceed make a photocopy of Greeting Administration on page 142 Fill in the appropriate columns for future reference To record a call center greeting 1 Click the Call Center menu and then click Call Center Greetings The Call Center Greetings dialog box appears Click the greeting number you want to record Click the Voice button Click the Record button to record a greeting or click the Upload From button and type the location of the greeting in the Upload From box to upload a previously recorded greeting or click the Browse button to locate a previously recorded greeting Click the Close button Repeat steps 2 to 5 for each greeting you want to record Changing call center greetings You can change your call center greetings at any time To change a call center greeting 1 Click the Call Center menu and then click Call Center Greetings The Call Center Greetings dialog box appears Click the greeting number you want to change Click the Voice button Click the Record button to record a greeting or click the Upload
162. to the Call Center Queues dialog box Repeat steps 2 to 7 for each queue to which you want to assign agents Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Deleting agents from a queve When you delete an agent from a queue the agent is removed from the queue but is not deleted The agent is still available but no longer receives calls from the queue To delete an agent from a queue 1 Click the Call Center menu and then click Queues The Call Center Queues dialog box appears Click the queue from which you want to delete agents Click the Configure button The queue s dialog box appears Click the Agents tab The Queue Properties dialog box changes to show the assigned agents From the Assigned list box click the names of the agents you want to delete from the queue Note To delete more than one agent from this queue press the Control key or Shift key while selecting additional agents To delete all of the agents from this queue click the Clear All button Click the Unassign button The names of the agents you selected move to the Available list box Click the Apply button to make the changes Repeat steps 2 to 7 for each queue from which you want to delete agents Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 8 9 Viewing agents in a queue 45 Click the OK button to return to the Call Center Queues dialog box Click the Clo
163. trator e selects the Always service mode e selects the Agents not logged in check box e selects Move to Queue as the destination e selects queue 2 In the second rule the System Administrator e selects the Always service mode e sets the timer to 2 minutes and 30 seconds e selects the queue mailbox as the destination Mode Conditions Destination Explanation Always No Agents Move to Queue 2 The call moves to queue 2 if no agents are Always 02 30 Queue Mailbox legged on If agents are logged on and the call is not answered within 2 minutes and 30 seconds the call transfers to the queue mailbox P0911641 Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 38 Using Intelligent Overflow to control call handling Example 4 In this example calls to the call center go to queue 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 queue 1 the call overflows to queue 2 which is the service department If the call is not answered within an additional two minutes the call transfers to the queue mailbox where the caller can leave a message The System Administrator creates two rules In the first rule the System Administrator e selects the Day service mode e sets the timer to 2 minutes and 30 seconds e selects the Agents not logged in check box e selects Overflow to queue as the destina
164. ueue Administration 31 Introduction 31 Queues inacall center 31 How incoming calls are sent toa queue 31 Queue parameters 32 Setting up queue parameters 33 Using Intelligent Overflow to control call handling 35 Examples of Intelligent Overflow rules 36 Assigning Intelligent Overflow to a queue 39 Disabling Intelligent Overflow 40 Enabling the queues 41 Disabling queues 41 Changing Queue parameters 42 Unconfiguring the queue 43 Assigning an agent toa queue 43 Deleting agents from a queue 44 Viewing agents ina queue 45 Queue Mailbox Administration 47 Introduction 47 Queue Mailbox 47 Determining the Control DN Queue Mailbox number 48 Initializing the Queue Mailbox 49 Recording the Queue Mailbox greetings 50 Recording a Primary greeting for the Queue Mailbox 51 Recording an Alternate greeting for the Queue Mailbox 52 Choosing the Primary or Alternate Queue Mailbox greeting 53 Recording a Personalized greeting for the Queue Mailbox 54 Opening a Queue Mailbox 56 Opening a Queue Mailbox after it has been initialized 56 Opening a Queue Mailbox remotely 56 Queue Mailbox password 57 Changing the Queue Mailbox password 57 Resetting the Queue Mailbox password 58 Listening to messages in the Queue Mailbox 59 Replying to messages 61 Replying to an internal message sender 61 Replying to an external message sender 62 Off premise Message Notification 63 About Off premise Message Notification 63 Assigning an outdial route 64 Setting up Off
165. utton options at a time The telephone displays in this guide show the Enterprise Edge 2 0 Call Center default settings The following two line display shows an example of the first Queue Status display Enterprise Edge two line display Display prompt Display button options Queue 1 Enabled QUEUE HEAT Display buttons Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Using Enterprise Edge 2 0 Call Center 15 Using Enterprise Edge 2 0 Call Center The Enterprise Edge 2 0 Call Center system is designed to handle incoming calls as efficiently and economically as possible Incoming calls are distributed to available agents or to greetings in your call center To ensure that each call is handled successfully Enterprise Edge 2 0 Call Center answers plays greetings and routes each incoming call to the first available agent in the order of the call s arrival The Enterprise Edge 2 0 Call Center system is used to hold the caller on the line Accessing Enterprise Edge 2 0 Call Center administration Enterprise Edge 2 0 Call Center administration is done using Enterprise Edge Voice Applications Manager Enterprise Edge Voice Applications Manager is an application that allows you to administer Enterprise Edge Voice Messaging and Enterprise Edge 2 0 Call Center To access Enterprise Edge Voice Applications Manager 1 Click the Start menu poi
166. xtension Issue 02 Enterprise Edge 2 0 Call Center Set Up and Operation Guide 24 Feature Codes used by call center agents and supervisor agents Enterprise Edge 2 0 Call Center Set Up and Operation Guide P0911641 Issue 02 Call Center Agent Administration A Introduction Since one person cannot handle all the calls in your call center calls are divided among several people These people are referred to as agents throughout this document This chapter provides information on setting up call center agents and supervisor agents Supervisor agents are agents with additional capabilities including the ability to change their own password and monitor calls between agents and callers This chapter describes e Agent information e Adding an agent or a supervisor agent e Adding more than one agent e Changing agent information e Resetting the agent password e Deleting an agent e Forcing agent log out Note For information on assigning agents to the queues refer to Assigning an agent to a queue on page 43 Agent information A maximum of 48 agents can be logged in to Enterprise Edge 2 0 Call Center at any one time If an agent is logged in at one telephone they cannot log in to another telephone until they log out of the first telephone For information about the features that agents use refer to the Enterprise Edge 2 0 Call Center Agent User Guide You can have a maximum of 100 agents in your call center The following parameter
167. zing Queue Mailbox 48 49 Insert Overflow Rule dialog box 35 Intelligent Overflow 9 14 35 Internal messages replying to 61 L Language changing availability 115 French 115 Spanish 115 Lines assigned to be answered by queue 31 configuring 111 Listening to messages in Queue Mailbox 60 Login Logout Feature Code 22 Long method of call distribution 33 156 P0911641 Issue 02 M Mailbox opening Queue Mailbox 56 outdial route 64 Queue Mailbox 47 Make Busy Feature Code 22 Manual Routing Table method 106 maximum greeting length 126 maximum number of call center greetings 124 Memory button indicator 18 21 116 119 programming 18 21 Message Waiting Indication about extension 32 155 determining the extension 48 Messages external 61 62 internal 61 listening to messages in Queue Mailbox 22 Off premise Message Notification 63 playing volume control 60 Queue Mailbox 47 replying to 61 saving 60 Method about Routing Table Methods 107 Automatic Routing Table Method 106 Call Distribution 33 124 156 changing the Routing Table Method 107 Manual Routing Table method 106 mode Always 35 Day 35 default 35 Night 35 Monitoring about 119 example of monitoring 120 memory button indicators 21 Primary alert 116 Queue Status Feature Code 20 Secondary alert 116 monitoring a call 13 monitoring calls between agents and callers 21 monitoring the real time performance 16 MWI extension 32 155 N Name agent 26 queue 32 156 Queue Ma

Avaya BCM 2.0 Call Center User's Manual

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