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Call pilot call center setup and operation

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kyawzay htet

This document provides instructions for setting up and operating a Nortel Networks call center using their Call Center and CallPilot software. It describes the different call center features, how to add agents and set up skillsets to route calls. The document also covers setting up and managing skillset mailboxes to handle calls not answered by agents.

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Part No. P0919436 03 Nortel Networks Call Center Set Up and Operation Guide Return to Menu
2 P0919436 03 Nortel Networks Call Center Set Up and Operation Guide Copyright © 2002 Nortel Networks All rights reserved. 2002. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc. The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license. The software license agreement is included in this document. Trademarks NORTEL NETWORKS is a trademark of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners.
Contents 3 Nortel Networks Call Center Set Up and Operation Guide Contents Chapter 1 About Nortel Networks Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Professional and Basic Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Call Center features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Using Call Center with CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 A comparison of Basic and Professional Call Center . . . . . . . . . . . . . . . . . . . . . . . . . 13 Call Center maximum capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Chapter 2 About setting up Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Using CallPilot Manager to set up Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 About the CallPilot Manager interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Call Center password access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Setting up Call Center from a two line display telephone . . . . . . . . . . . . . . . . . . . . . . 21 System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Checking which telephone mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . 24 Chapter 3 Using Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 26 Feature Codes used by the Call Center Administrator . . . . . . . . . . . . . . . . . . . . . . . . 27 Feature Codes used by Call Center agents and supervisors . . . . . . . . . . . . . . . . . . . 28 Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
4 Contents P0919436 03 Chapter 4 Setting up Call Center agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Adding an agent or a supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Adding more than one agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Changing agent information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Resetting an agent’s password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Deleting an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Logging an agent off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Chapter 5 Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Setting up or changing a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Setting up CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Examples of using CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 CLID/DNIS Routing Table properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Changing a CLID/DNIS Route . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Dynamic Agent Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Changing an agent’s priority in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Removing an agent from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Viewing agents in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Chapter 6 Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Initializing a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Opening a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Resetting a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Contents 5 Nortel Networks Call Center Set Up and Operation Guide Examples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 64 Recording a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Deleting a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Checking skillset mailboxes for messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Playing skillset mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Replying to an external caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Chapter 7 Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 About setting up Off-premise Message Notification to a pager number . . . . . . . . 85 Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . 100 Chapter 8 Recording Call Center Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 About Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Types of Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Recording a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Importing a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Exporting a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Chapter 9 Setting up Routing Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 About Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 About Intelligent routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Assigning Intelligent Overflow Routing to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . 114 Moving an Intelligent Overflow rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 Modifying an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 Deleting an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 Day and Night Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
6 Contents P0919436 03 Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120 Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Adding a Distribute for step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124 Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 Assigning Routing Table hours of operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 Setting the Service Mode for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134 Changing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Modifying Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Deleting Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Creating Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137 Using wildcard characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 An example of using Intelligent Caller Routing, Advanced . . . . . . . . . . . . . . . . . 140 Changing a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Deleting a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Clearing a Caller Input Rule Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Chapter 10 Line administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Configuring several lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Chapter 11 Setting up Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . 149 Assigning the Call Center language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Primary and Secondary alert times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 Master Client Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 Setting up general Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 System Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Enabling Software Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Contents 7 Nortel Networks Call Center Set Up and Operation Guide Chapter 12 Monitoring Call Center call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Using Display Waiting Calls to monitor call activity . . . . . . . . . . . . . . . . . . . . . . . . . . 160 Chapter 13 Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 Call Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 163 Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Chapter 14 Troubleshooting Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Resetting the Call Center Administrator password . . . . . . . . . . . . . . . . . . . . . . . 166 Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 Features that logged on agents must not use . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Problems enabling skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Problems viewing skillset settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Call processing problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 Chapter 15 Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Call Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 Skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176 Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177 Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178 Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 Intelligent CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180 Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181 Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
8 Contents P0919436 03
9 Nortel Networks Call Center Set Up and Operation Guide Chapter 1 About Nortel Networks Call Center This guide leads a Call Center Administrator or a System Administrator through setting up and operating Call Center, and is an ongoing reference. Call Center is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. Calls can be routed based on the origin of the call, the destination of the call, or the information entered by the caller. Callers can be given high or low priorities. Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a message, and hear announcements or informative messages. You set up and operate Call Center through CallPilot Manager, the web-based interface, and from a telephone. If you use the CallPilot 150 system you can set up and administer some Call Center functionality from a two line display telephone. Professional and Basic Call Center Basic Call Center and Professional Call Center are available. The table “A comparison of Basic and Professional Call Center” on page 13 shows the differences between them. You can use Basic Call Center on a CallPilot 150 system. You can use Basic or Professional Call Center on a Business Communications Manager 2.5 system.
10 Chapter 1 About Nortel Networks Call Center P0919436 03 Call Center features Call Center has many features that give your call center advanced and flexible call handling. Intelligent Routing Intelligent Routing gives you advanced methods for routing calls through your call center. How calls are directed is based on various input conditions. Intelligent CLID/DNIS Routing: • is the ability to route calls according to CLID/ANI, DNIS, ISDN Calling Number • is applied when calls first enters the Call Center • is available if you use Professional Call Center Intelligent Caller Input Routing, Basic: • is the ability to route calls to the Automated Attendant, a Custom Call Routing (CCR) Tree, the operator or a skillset mailbox • routing is applied when the caller presses a telephone button in response to instructions played in a greeting Intelligent Caller Input Routing, Advanced: • includes the Basic capabilities plus the ability to create rules that route calls to other skillsets and locations depending on the caller input • is available if you use Professional Call Center Intelligent Overflow Routing: • routes calls to an extension, a mailbox, an external phone number, the Automated Attendant, a skillset mailbox or a CCR Tree • lets you change the priority of the call • is available if you use the Business Communications Manager 2.5 system Flexible routing steps You can assign these routing steps to Day and Night Routing Tables, Overflow and Advanced Call Input Routing: • transfer to a mailbox • transfer to an extension • Transfer to an external telephone number • Transfer to the Automated Attendant • Transfer to an operator • Transfer to a skillset mailbox • Transfer to a CCR Tree Agent priority and dynamic agent priority You can assign agents a priority that represents their level of expertise. You can assign an agent a priority between 1 and 20, where 1 is the highest priority. If you use Call Center Professional you can assign agents different priority levels depending on the skillset they are logged on to. Choice of call presentations You can a assign agents forced calls, or let agents answer calls manually. Dynamic call priority You can have the priority of a call changed in the Intelligent CLID/DNIS Routing table, the Intelligent Caller Input Routing Table and the Intelligent Overflow Routing table.
Chapter 1 About Nortel Networks Call Center 11 Nortel Networks Call Center Set Up and Operation Guide Delegated access to Call Center You or the System Administrator can create a password to give a supervisor access to Call Center administration. Multimedia Call Center If you have Multimedia Call Center enabled, agents can have multimedia sessions with callers. Callers click an HTML voice button icon to connect to the call center. CallPilot Manager CallPilot Manager is a web-based interface you can use to administer CallPilot and Call Center. Call monitoring Agents can monitor the call activity in the skillsets they are logged on to. You and supervisors can monitor the call activity per skillset or on a system wide basis. Call Center Reporting You can generate the System Configuration report to view Call Center settings. If you have Call Center Reporting enabled, you can view real time statistics and comprehensive management information about the day-to-day performance of your call center.
12 Chapter 1 About Nortel Networks Call Center P0919436 03 Using Call Center with CallPilot CallPilot has two powerful call routing features: Automated Attendant (AA) and Custom Call Routing (CCR). These features route incoming calls to telephones and voice mailboxes. These features can also route calls to Call Center skillsets. 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 transfer themselves from the Automated Attendant to a skillset by entering the Control DN of the skillset. For information about how to configure the Automated Attendant, refer to the CallPilot Set Up and Operation Guide. Custom Call Routing (CCR) With CCR you can replace the Automated Attendant menu with an expanded menu that can include several sub-menus to offer callers a wider range of options. You can give callers access to a Call Center skillset by adding an internal transfer that transfers the caller to the Control DN of the skillset. For more information about transfers and CCR, refer to the CallPilot Manager Set Up and Operation Guide. Note: Include the number of the Control DN in your Automated Attendant Greeting.
Chapter 1 About Nortel Networks Call Center 13 Nortel Networks Call Center Set Up and Operation Guide A comparison of Basic and Professional Call Center Features Basic Call Center for CallPilot 150 Professional Call Center for Business Communications Manager 2.5 Basic Call Center for Business Communications Manager 2.5 Number of skillsets 2 50 2 Number of configured agents (available agent IDs) 20 250 20 Number of agent priority levels 20 20 20 Dynamic agent priority levels Not available 20 Not available Number of active agents 10 80 10 Number of active calls in all skillsets 15 100 15 Maximum number of active calls per skillset 15 100 15 Number of lines that can be configured for Call Center 15 100 15 Number of voice ports (shared with CallPilot or dedicated) 8 16 16 Number of routing tables per skillset 2 2 2 Number of greetings 10 150 10 Number of steps per routing table 20 20 20 Number of overflow rules per skillset 20 20 20 Number of skillset mailboxes 2 50 2 Number of supervisors 10 16 10 Supervisor functionality, including call monitoring Available Available Available Intelligent Caller Input Routing, Basic: the ability to route a call to an Operator, Automated Attendant, skillset mailbox, CCR Tree or internal or external number Available Available Available Intelligent Caller Input Routing, Advanced: the ability to route a call based on multi-digit fixed or variable strings Not available Available Not available
14 Chapter 1 About Nortel Networks Call Center P0919436 03 Delegated Call Center Administration: the System Administrator can create a password to give a Call Center Administrator or supervisor access to Call Center administration. Available Available Available Intelligent Overflow Routing: rules you create to overflow, change the priority of, and move calls to multiple skillsets, a skillset mailbox, an internal or external number, a mailbox, the Automated Attendant or an operator. Available Available Available Intelligent CLID/DNIS Routing Not available Available Available Overflow rules per skillset 20 20 20 Overflow skillsets 1 49 1 Day of Week Service: you specify the start and end times for the day and night skillset for each day of the week Available Available Available Limited Feature 983 telephone administration Available Not available Not available CallPilot Manager Available Available Available Call Center Reporting Enabled with optional Software Authorization Code Available Enabled with optional Software Authorization Code Features Basic Call Center for CallPilot 150 Professional Call Center for Business Communications Manager 2.5 Basic Call Center for Business Communications Manager 2.5
Chapter 1 About Nortel Networks Call Center 15 Nortel Networks Call Center Set Up and Operation Guide Call Center maximum capacities The Call Center maximum configuration limits are: • 80 active agents • 100 configured lines • 50 skillsets • 48 maximum simultaneous incoming calls; up to 24 of these can be VoIP trunks Related documents For more information about Call Center refer to the: • Nortel Networks Call Center Agent Guide • Nortel Networks Call Center Supervisor Guide • CallPilot 150 Call Center Telephone Administration Guide • Nortel Networks Call Center Reporting Set Up and Operation Guide • Multimedia Call Center Set Up and Operation Guide • Multimedia Call Center Web Developer Guide For information about setting up CallPilot refer to the: • Call Pilot Manager Set Up and Operation Guide • CallPilot 150 Telephone Administration Guide • CallPilot 150 Installation and Maintenance Guide For information about configuring telephony resources, refer to the: • Business Communications Manager 2.5 Programming Operations Guide • Norstar System Coordinator Guide Note: We recommend that you do not configure more than 48 lines; up to 24 of these can be VoIP trunks.
16 Chapter 1 About Nortel Networks Call Center P0919436 03 How to get help USA and Canada Authorized Distributors - ITAS Technical Support Telephone: 1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#. Website: http://www.nortelnetworks.com/itas/ email: naitas@nortelnetworks.com Presales Support (CSAN) Telephone: 1-800-4NORTEL (1-800-466-7835) Use Express Routing Code (ERC) 1063# EMEA (Europe, Middle East, Africa) Technical Support - CTAS Telephone: 00800 800 89009 or 33 4 9296 1341 Fax: 33 49296 1598 email: emeahelp@nortelnetworks.com CALA (Caribbean & Latin America) Technical Support - CTAS Telephone: 1-954-858-7777 email: csrmgmt@nortelnetworks.com APAC (Asia Pacific) Technical Support - CTAS Telephone: +61 388664627 Fax: +61 388664644 • email: asia_support@nortelnetworks.com
17 Nortel Networks Call Center Set Up and Operation Guide Chapter 2 About setting up Call Center You can set up Call Center using a display telephone on your phone system, or using the web-based CallPilot Manager on a web browser from a computer on your network. For some Call Center tasks, such as initializing skillset mailboxes, you must use a phone. If you use Basic Call Center on CallPilot 150 you can do many Call Center tasks from a phone. Refer to the CallPilot 150 Call Center Telephone Administration Guide for more information. Using CallPilot Manager to set up Call Center CallPilot Manager operates on a CallPilot 150 or Business Communications Manager 2.5 system. You access CallPilot Manager on a web browser from a computer on your network. System requirements Before you use CallPilot Manager, your Business Communications Manager 2.5 or CallPilot 150 system must be configured and Call Center must be enabled. For how to enable software authorization codes for Call Center, refer to “Enabling Software Authorization Codes” on page 156. Computer requirements The computer you use to run CallPilot Manager must have: • WinNT or Windows workstation running P133 or later CPU (or compatible) • 64 MB RAM, 10 MB disk space • Minimum screen resolution of 1024 X 768 pixels Browser requirements To use CallPilot Manager you must have: • Java Virtual Machine 5.0 (build 5.0.0.3188 or later) • either Microsoft Internet Explorer 4.0 or later, or Netscape Communicator 4.0.5 or later, but not Netscape 6.0 If you use Netscape Communicator, set the following parameters: • Enable Java: on • Cached document comparison: every time • If you use Netscape Communicator version 4.77 and not all the Call Center settings shown in this guide appear in your browser, refresh the browser by clicking the View menu and clicking Reload. If you still cannot view the settings, upgrade your browser. If you use Microsoft Internet Explorer, set the following parameters: • Check for newer versions: every visit to the page • Java JIT compiler enabled: on For more information about these settings, refer to your web browser online Help.
18 Chapter 2 About setting up Call Center P0919436 03 To start CallPilot Manager on Business Communications Manager 2.5 1 Point your web browser to http://<IP address>:6800/CallPilotManager where <IP address> is the IP address of Business Communications Manager 2.5. For information about the IP address, ask your network administrator. The Administration Login page appears. 2 In the Password box, type the System Administrator password. 3 Click the Submit button. The CallPilot Manager Main Menu appears. To start CallPilot Manager on CallPilot 150 1 Point your web browser to http://<IP address>/CallPilotManager. Where <IP address> is the IP address of the CallPilot 150. For information about the IP address, ask your network administrator. The Administration Login screen appears. 2 In the Password box, type the System Administrator password. 3 Click the Submit button. The CallPilot Manager Main Menu appears.
Chapter 2 About setting up Call Center 19 Nortel Networks Call Center Set Up and Operation Guide About the CallPilot Manager interface System timeout A CallPilot Manager session times out after 10 minutes of inactivity. This is a security feature that prevents unauthorized access to the system. If your session times out, the login page appears and a message that says that the session has expired. You must log on to continue programming Call Center. If the system times out while you are working on a page, any settings that you have not entered on the system by pressing the Submit button are not entered. Headings expand and display their links when you click them Click a link to display its page in the right frame Returns to the Main page Quits CallPilot Manager Opens online Help
20 Chapter 2 About setting up Call Center P0919436 03 Call Center password access If you want to limit access to CallPilot Manager, you can create or change a Call Center Administrator password that limits CallPilot Manager access to just the Call Center settings. To create a Call Center Administrator password 1 Start CallPilot Manager. 2 Click the Configuration heading. 3 Click the Access Passwords link. The Access Passwords page appears. 4 In the Call Center Administration box enter the Call Center Administrator password. The password must be from four to eight numbers long and cannot start with zero. 5 In the Confirmation box enter the Call Center Administrator password. 6 Click the Submit button. The Call Center Administrator can log on using this password. If you create a Call Center Administrator password, the Call Center settings that can be accessed are: • Agent List • Add Many Agents • Skillset List • General Properties • Greetings • Caller Input Rules • CLID/DNIS Routing Table
Chapter 2 About setting up Call Center 21 Nortel Networks Call Center Set Up and Operation Guide Setting up Call Center from a two line display telephone You cannot use a single line display telephone to set up and administer Call Center on Business Communications Manager 2.5 or CallPilot 150. You must use a two line display telephone. Two line display phones show CallPilot and Call Center commands and options. A two line display can show up to three display options at once. In some instances, an option does not have a corresponding display button, and you must select the option by pressing buttons on the diapad. An example of a two line display Call Center agents can use two line display telephones and one line display telephones. Supervisors must use two line display telephones with the handsfree mute feature. Non display telephones, such as telephones attached to an analog terminal adapter, cannot be used for Call Center agent tasks. We recommend that you read the telephone user card for your telephone before proceeding. System timeout If you pause longer than 2 minutes (150 seconds) when you program Call Center on a two line display telephone, the system times out and ends the session. This is a safety feature that prevents unauthorized use of the system. If the system times out while you are setting up Call Center, the settings are entered in the system. To continue programming, you must log on again and change the settings. Note: If you use a phone to set up Call Center on CallPilot 150, you must use a two line display telephone. You can use a phone to set up Call Center only if you use CallPilot 150. You can also use CallPilot Manager to set up Call Center. Skillset 1: Enabled SKILL NEXT Display command line Display button options Display buttons
22 Chapter 2 About setting up Call Center P0919436 03 Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters. Each button represents a number and letters of the alphabet. Letters and numbers on the dialpad The display can show up to 16 characters. The prompt remains on the display if you enter fewer than ten characters. If you enter information where the prompt and the information is fewer than 16 characters, you can see both the prompt and the information you enter. The prompt disappears for these command line prompts: • Name: • Log: • Dest ph: To enter a character press the dialpad button that represents the letter or number. Press the button again to see the next letter or number. To accept a character press £ or press another button. When you press another button, the cursor advances and the display shows the first character on the new button. To delete a character press the BKSP display button. ⁄ 1 ’ - ¤ A B C 2 a b c ‹ D E F 3 d e f › G H I 4 g h i fi J K L 5 j k l fl M N O 6 m n o ‡ P Q R S 7 p q r s ° T U V 8 t u v · W X Y Z 9 w x y z • Quit ‚ Q Z Zero q z £ Accepts the displayed letter enters a comma (,) This is an example of a display with fewer than 16 characters, where the command line prompt remains on the display. This display shows the Name: command line prompt. When you begin to enter the last name, the Name: command line prompt disappears. For example, if you enter the name Partridge, you press à for P, and the display drops the Name: prompt. Although the name is only nine characters long, the command line prompt is not shown on the display after you enter the entire name. Pswd:1111 OTHR RETRY OK Name: RETRY BKSP OK P RETRY BKSP OK PARTRIDGE RETRY BKSP OK
Chapter 2 About setting up Call Center 23 Nortel Networks Call Center Set Up and Operation Guide Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad. About telephone buttons This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use. You can enter ², ƒ or Ä and the code to use a feature. For example, press ²á¡Ú to access your mailbox. The T7100 works differently from other telephones on your system because it does not have line buttons. Where other telephones require that you select a line button to answer a call, on the T7100 terminal you pick up the handset. Where other telephones require you to select a line button to take a call off hold, you press ú on the T7100 terminal. On T7100 terminals, you can answer a second call by pressing ú. Your active call is put on hold and you connect to the waiting call. You can have no more than two active calls at one time. Convention Example Used for Word is in a special font (in the top line of the display) Pswd: Command line prompts on display telephones. Underlined word in capital letters (shows bottom line of a two line display telephone) PLAY Display option. Available on two line display telephones. Press the button directly below the option on the display to proceed. Dialpad buttons £ Buttons you press on the dialpad to select a particular option. Button name T7100, T7208, T7316 M7100, M7208, M7310, M7324 M7100N, M7208N, M7310N, M7324N Feature ² ƒ Ä Handsfree Bottom right-hand button © © Hold ³ú ˙ ú Volume Control à √ à Release ¨ ® ¨
24 Chapter 2 About setting up Call Center P0919436 03 Checking which telephone mailbox interface you use CallPilot supports two interfaces: Norstar Voice Mail and CallPilot. The System Administrator determines which interface is assigned to your mailbox. Follow the procedures in this guide that apply to the interface you use. Some procedures apply to both interfaces. To check which mailbox interface you use 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open your mailbox. 2 Check the display to see which interface you use: This is the Norstar Voice Mail interface. This is the CallPilot interface. 3 Press ¨ to end the session. 0 new 0 saved PLAY REC ADMIN No messages COMP MBOX EXIT
25 Nortel Networks Call Center Set Up and Operation Guide Chapter 3 Using Feature Codes You use Feature Codes to perform Call Center functions on your telephone. Feature Codes Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call Center can also use custom Feature Codes. If the default Feature Codes are used by another application, your system automatically assigns custom Feature Codes. If your System Administrator has assigned custom Feature Codes, you can use the table “Feature Codes” on page 172 to record the Custom Feature Codes. To determine the Feature Codes 1 Press ²·•⁄. 2 The display shows the name and number of the Log In/Log Out Feature Code. xx represents a number between 00 and 99. 3 Press NEXT. 4 The display shows the name and number of the Ready Mode Feature Code. 5 Press NEXT to see more Feature Codes. 6 When the display shows QUIT you have seen all the Feature Codes. 7 Press ¨ to end the session. Login/out: F9xx NEXT Ready Mode: F9xx NEXT
26 Chapter 3 Using Feature Codes P0919436 03 Programming a memory button with a Feature Code Each Feature Code can be programmed to a memory button. We recommend that you use memory buttons with indicators to program the Feature Codes. A memory button indicator is the triangle next to a memory button. You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready status of agents. For information about how the status appears, refer to the Nortel Networks Call Center Agent Guide. For information about using programmed memory buttons to monitor call activity, refer to “Primary and Secondary alert times” on page 151. To program a memory button Use the paper labels that come with your telephone to identify the programmed button. To use the Feature Code, press the labeled button. 1 Press ²¥Ü. Do not lift your handset. 2 The display shows Program Features. 3 Press a memory button with an LCD indicator. 4 Press ². 5 Enter the Feature Code number that you want to program. For example, enter áâá to program the Display Waiting Calls Feature Code. See the tables “Feature Codes used by Call Center agents and supervisors” on page 28 and “Agent Feature Codes” on page 28 for the Feature Codes. Repeat steps 1 through 5 for each Feature Code you want to program. 6 The display shows that the button is programmed, and then ends the session. Program Features Press a button QUIT Feature Code: QUIT F__ QUIT CLEAR Programmed
Chapter 3 Using Feature Codes 27 Nortel Networks Call Center Set Up and Operation Guide Feature Codes used by the Call Center Administrator Use this Feature Code To... Open Mailbox ² á¡Ú • open skillset mailboxes • record skillset mailbox greetings • listen to messages in the skillset mailbox Operator Settings ² á¡Û • set or change the operator extension • indicate whether the operator is available • select the day and night service modes for skillsets • change the password for Operator Settings For more information on using the Operator Feature Code, refer to “Setting the Service Mode for skillsets” on page 130 and “Resetting the Operator password” on page 165. Voicemail DN ² á¡Þ • display the skillset mailbox number (Control DN) for each skillset • display the extension for Message Waiting Indication for the skillset mailbox • reset the passwords of the Call Center Administrator and the operator For information on the Control DN, refer to “Determining a skillset mailbox number” on page 56. For information on resetting the Operator and Call Center Administrator passwords, refer to “Resetting the Operator password” on page 165. Display Waiting Calls Skillset Status ² áâá • view real-time status information about skillsets. You can see how busy your call center is so that you can adjust skillset staffing • view whether a skillset is enabled or disabled • view the number of agents logged on to the skillset • view the number of calls waiting • view the longest wait time of a call To provide easy, one-button access to the this feature, program a memory button that has an indicator with ² áâá. Refer to “Programming a memory button with a Feature Code” on page 26. Log on/Log off Monitor skillsets ²áâÝ • log agents off if they forget to log off. For information, refer to “Logging an agent off” on page 35. Not Ready ²áâ¡ • extend a Break Time period if agents need time after calls to do paperwork or wrap up tasks. For more information about Break Time properties for a skillset, refer to “Break Time” on page 39. Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are used primarily by agents. For information on the Feature Codes used by agents, refer to “Feature Codes used by Call Center agents and supervisors” on page 28.
28 Chapter 3 Using Feature Codes P0919436 03 Feature Codes used by Call Center agents and supervisors If you have Custom Feature Codes, record them in the table “Feature Codes” on page 172. Agent Feature Codes For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent Guide. For more information on Feature Codes used by supervisors, refer to the “Feature Codes used by the Call Center Administrator” on page 27. Agents use this Feature Code To... Open Mailbox ² á¡Ú • access messages in a skillset mailbox Log on/Log off Monitor skillsets ²áâÝ • log on when they are in the office • view the status of the skillsets they are logged on to. Agents can program a memory button with the Log on/Log off Feature Code. The status of the calls waiting in the skillset is shown by the flash rate of the indicator. For more information refer to “Primary and Secondary alert times” on page 151. Not Ready ²áâ¡ • activate or cancel the Not Ready feature on their telephone. If the work resulting from a call requires extra time to complete, an agent can use the Not Ready Feature Code to prevent Call Center from routing another call to them. If an agent makes a phone call, or if a supervisor is monitoring a call, they first use the Not Ready Feature Code to activate the Not Ready feature. When the agent is ready to receive calls, they use this Feature Code to cancel the Not Ready feature and receive calls again. • If an agent does not answer a call within a certain number of rings, the call is returned to the skillset and the agent telephone is automatically placed into Auto Busy Mode or Auto Logout Mode. The agent must manually cancel the Auto Busy Mode feature by using the Not Ready Feature Code to continue to receive calls. Display Waiting Calls ² áâá • Agents who answer calls only during peak call periods can use Display Waiting Calls to see which skillsets have the most call activity.
29 Nortel Networks Call Center Set Up and Operation Guide Chapter 4 Setting up Call Center agents Agents handle the calls in your call center. Supervisors are agents with additional capabilities. Supervisors can change their own password and monitor calls between agents and callers. About adding agents Before you can add agents to your Call Center you must purchase and enable a Software Authorization Code for the number of agents that you want to add. The number of agents you can add to your call center is determined by the number of agents the Software Authorization Code enables. For how to enable a Software Authorization Code refer to“Enabling Software Authorization Codes” on page 156. For more information about Call Center agents, refer to the Nortel Networks Call Center Agent Guide. Agent properties Agent ID Each agent is assigned a unique ID number. Call Center assigns the lowest available ID number. You can assign a different ID number. Statistics are collected and reported for each ID number. For more information on statistics, refer to “Monitoring call activity” on page 159 and refer to the Nortel Networks Call Center Reporting Set Up and Operation Guide. Agent ID is based on whether you use Basic or Professional Call Center, and whether you use a CallPilot 150 or Business Communications Manager 2.5. Name The agent name can be a maximum of 13 characters. If you do not enter a name, a default agent name appears as the word Agent and the ID number, for example, Agent12. Do not create agent names that have the same first seven characters. If you use Call Center Reporting, it truncates the agent name after the first seven characters and your agent names appear identical. Supervisor Super represents the status of the agent. No in the Super column means that an agent that does not have supervisor status. Yes in the Super column means that an agent has supervisor status. Automatic answer Automatic Answer is optional. Select Automatic Answer if you want to force-deliver calls to an agent. If Automatic Answer is enabled, the agent hears a tone that indicates that a call is delivered. The agent is automatically in the handsfree mode. It is important that agents use the Not Ready feature when they are not available to receive calls. If Automatic Answer is not enabled, calls ring at the agent's telephone and the agent must answer calls manually.
30 Chapter 4 Setting up Call Center agents P0919436 03 In addition to these agent properties, if you use Professional Call Center you can assign agents Dynamic Priority when you assign them to a skillset. For more information refer to “Dynamic Agent Priority” on page 48. Missed Call Option The Missed Call Option controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent out of their skillset if they do not answer a call. The default is Make Not Ready (Return to Skillset). To assign how many rings before the Missed Call Option, change the timer for Transfer Callback Timeout. • If you use a Business Communications Manager 2.5 system, refer to “Timers” section of the “Configuring System Settings” chapter of the Business Communications Manager 2.5 Programming Operations Guide. • If you use a CallPilot system, refer to the Norstar System Coordinator Guide. Accepted Call Types Accepted Call Types are Voice calls only, Voice Button calls only, or both. If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear. For more information on Multimedia Call Center refer to the Multimedia Call Center Set Up and Operation Guide. Priority If you use Basic Call Center, assign a priority to the agent. If the method of call distribution for the skillset is Preferred, the agent with the highest priority receives the call. The agent priority ranges from 1 to 20. 1 is the highest agent priority for the most qualified agents. The default value is 10. For more information about method of call distribution refer to “Method” on page 39.
Chapter 4 Setting up Call Center agents 31 Nortel Networks Call Center Set Up and Operation Guide Adding an agent or a supervisor You can use the table “Call Center agents” on page 175 to record the agents you add. To add an agent 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Agent List link. The Call Center Agent List appears. 4 Click the Add button. The Add Agent page appears. 5 If you want to change the Agent ID number, in the Agent ID box type the new Agent ID. 6 In the Name box type the name of the agent. Do not use the same first seven characters for an agent name. For more information about agent names refer to “Name” on page 29. 7 Select the Supervisor check box if you want to give the agent supervisor functionality. The default is not selected. 8 Select the Automatic Answer check box if you want calls to be force-delivered to the agent. The default is not selected. 9 From the Missed Call Option list box select Make Not Ready (Return to Skillset) or Automatic Logout. 10 From the Accepted Call Types list box select Voice, Voice Button or Both. If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear. 11 If you use Basic Call Center, from the Priority list box select a priority for the agent. 12 Click the Submit button.
32 Chapter 4 Setting up Call Center agents P0919436 03 Adding more than one agent You can save time by adding more than one agent at a time. When you add multiple agents, the agents have the default agent name and parameters. You can use the table “Call Center agents” on page 175 to record the agents you add. To add more than one agent 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Add Many Agents link. The Add Many Agents page appears. 4 In the From box type the lowest agent ID number of the agents you want to create. 5 In the To box type the highest agent ID number of the agents you want to create. The Agent ID numbers you enter must be between 1 and 250. 6 Select the Supervisor check box if you want the agents to have Supervisor status. 7 Select the Automatic Answer check box if you want calls to be force-delivered to the agents. 8 From the Missed Call Option list box select Make Not Ready (Return to Skillset) or Automatic Logout. 9 From the Accepted Call Types list box select Voice, Voice Button or Both. If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear. 10 If you use Basic Call Center, from the Priority list box select a priority from 1 to 20 for the agent. 11 Click the Submit button. Note: Any agents who have an agent ID number that is between the numbers you enter in the From and To boxes are not changed. These agents are not included in the number of agents added.
Chapter 4 Setting up Call Center agents 33 Nortel Networks Call Center Set Up and Operation Guide Changing agent information You can change an agent’s: • name • supervisor status • Automatic Answer setting • Missed Call Option • Accepted Call Types To change agent information 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Agent List link. The Agent List page appears. 4 Click the Change link for the agent you want to change. The Change Agent page appears. 5 Change the properties that you want to change for the agent. 6 Click the Submit button. Repeat steps 4 and 5 for each agent you want to change. Resetting an agent’s password If an agent forgets their password, you can reset the password back to the default value (0000). After you reset the password, the agent must change their password the next time they log on. To reset an agent’s password 1 Log on to CallPilot Manager. 2 Click the Call Center heading. 3 Click the Agent List link. The Agent List page appears. 4 Click the Reset Password link for the agent whose password you want to reset. A message appears that asks you to confirm the request to reset the password. 5 Click the OK button. A message appears that the agent’s password is reset. The agent password is set to 0000. 6 Click the OK button. Note: If the agent you are changing is logged on, they must log off and log back on again for the change to take effect.
34 Chapter 4 Setting up Call Center agents P0919436 03 Deleting an agent Deleting an agent removes the agent from Call Center. The agent is removed from the Agent List and all the skillsets they are assigned to. If you want to remove an agent from a skillset, refer to “Removing an agent from a skillset” on page 51. To delete an agent 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Agent List link. The Agent List page appears. 4 Click the Delete link for the agent you want to delete. A message appears that asks you to confirm the deletion. 5 Click the OK button. A message appears that says the agent is deleted. 6 Click the OK button. Note: If the agent you are deleting is logged on, a message appears that states that the agent is currently logged on and asks if you want to delete the agent. To delete the agent, click the OK button.
Chapter 4 Setting up Call Center agents 35 Nortel Networks Call Center Set Up and Operation Guide Logging an agent off Agents usually log out when they are no longer available to receive calls. If an agent leaves and does not log off, you can log the agent off. An agent that is logged off does not receive any new Call Center calls. To log an agent off 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Agent List link. The Agent List page appears. 4 Click the Force Off link for the agent you want to log off. A message appears that asks you to confirm the request to force off the agent. 5 Click the OK button. A message appears that says the agent is logged off. 6 Click the OK button. The agent status changes to Logged Off on the Agent List page. Note: If the agent you log off is on a call, the call is not interrupted.
36 Chapter 4 Setting up Call Center agents P0919436 03
37 Nortel Networks Call Center Set Up and Operation Guide Chapter 5 Setting up skillsets About skillsets Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold calls for different call center departments, such as sales and technical support. The maximum number of skillsets you can set up depends on whether you have Basic or Professional Call Center, and whether you use the CallPilot 150 or Business Communications Manager 2.5 system. For more information refer to “Number of skillsets” on page 13. You cannot change the properties of a skillset while it is in use. For more information, refer to “Skillset properties” on page 38 and “Configuring lines” on page 145. How incoming calls are sent to a skillset Incoming calls are sent to a skillset in one of the following ways: • You assign a line to be answered directly by a skillset. For information about assigning lines refer to “Setting up Call Center general properties” on page 149. • A receptionist, agent or subscriber receives a call and transfers the call to a skillset. They can transfer the call to a skillset by pressing ²àâ or TRANSFER and entering the CDN of the skillset. The receptionist, agent or subscriber must not use the Call Pickup feature. • The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that routes them to the CDN of the skillset. For more information, refer to “Automated Attendant” on page 12 and “Custom Call Routing (CCR)” on page 12. • Calls can be forwarded to the CallPilot extension of the skillset by Call Forward All Calls (CFAC), Call Forward No Answer (CFNA) or Call Forward On Busy (CFB). For information about these features, refer to the Business Communications Manager 2.5 Programming Operations Guide or the Norstar System Coordinator Guide. Note: Agents are restricted in how they can use CFAC, CFNA and CFB. For more information refer to “Features that logged on agents must not use” on page 167.
38 Chapter 5 Setting up skillsets P0919436 03 Skillset properties Skillset The number between 1 and 50 that is assigned to the skillset. Control DN The Control Directory Number is the extension associated with the skillset. Incoming calls transfer to the CDN of each skillset from extensions, the Automated Attendant or Custom Call Routing. The CDN is the skillset mailbox number. When you assign a CDN to a skillset: • It can be a B1 extension number that is not connected to any telephone or peripheral. • It can be a B2 extension that is not connected to a B2 application. • If a telephone or any other device uses the same extension the call center will not answer calls. • The range of B1 and B2 extensions can be determined by using the Unified Manager. The DNs do not have to be physically equipped with a Media Bay Module. • The system assigns a skillset mailbox that uses the CDN as its mailbox number. You must initialize the mailbox before you can use the skillset or the mailbox. • Do not rename a phone DN to a phone DN used by Call Center. • It is possible for i2004 devices to be assigned to the DN used by Call Center. The user does not receive an error message if this happens, even though i2004 devices usually warn a user if there are conflicting telephone DNs. Therefore, it is imperative that the i2004 programming record contains a list of CDNs used by Call Center. Limitations for B1 and B2 extensions: • A B1 extension number is the extension number that you dial to call a telephone or peripheral. A B2 extension is a spare extension that exists with every telephone but is generally not used. Some peripherals use a B2. • Both B1 and B2 extensions can answer external calls. • Both B1 and B2 extensions can have external calls transferred to them by a third person. • B1 extensions allow a set to be CFB or CFNA to them. B2 extensions do not support CFB or CFNA. Therefore a skillset that uses a B2 CDN cannot have calls forwarded to it from telephone programming. • B2 CDNs cannot be used as a prime set for target lines. • Since assigning CDNs does not require additional hardware, we recommend using B1 CDNs over B2 CDNs. B1 CDNs have better functionality than B2 CDNs. Name The skillset name is displayed: • on Call Center displays to identify the skillset • in reports • as the skillset mailbox name The skillset name can be a maximum of 16 characters. If you do not enter a name, the skillset name defaults to SKILLn where n is the skillset number. The name for each skillset is the same as the skillset mailbox name.
Chapter 5 Setting up skillsets 39 Nortel Networks Call Center Set Up and Operation Guide MWI DN (Message Waiting Indication extension) The Message Waiting Indication extension is an optional phone number that indicates that a skillset mailbox has messages waiting. The MWI extension that you assign shows Message for you on the telephone display when there are new messages in the skillset mailbox. The MWI DN defaults to None. If you forget the MWI extensions for a skillset mailbox, you can view the MWI extensions by using the procedure “Determining a skillset mailbox number” on page 56. Method (Method of Call Distribution) The method of call distribution determines to which of several available agents to route the call. There are two methods of call distribution: Least Busy and Preferred. Least Busy routes the call to the agent who has been available the longest. Preferred routes the call to the agent with the highest priority (best qualified agent is 1). If there are several agents with the highest priority, the agent available longest with that priority will be selected. The default method of call distribution is Least Busy. If you use Call Center Professional you can assign agents different priorities depending on the skillsets they belong to. For more information refer to “Dynamic Agent Priority” on page 48. Break Time Break Time is a time period for agents to complete paperwork after they finish a call. After an agent completes a call, they are taken out of the skillset for the Break Time. The agent can extend or cancel the Break Time by using the Not Ready Feature Code. For more information, refer to “Not Ready” on page 27. The Break Time period can last from zero to 59 minutes, 59 seconds. The Break Time defaults to 30 seconds. You can change the Break Time period to zero if an agent does not need a Break Time. Delay Answer Delay Answer is a toll-saving feature that prevents Call Center from answering calls and playing greetings when there are no agents available. When a call comes in on a line belonging to a skillset that has no free agents, the call is not answered until either the Delay Answer time elapses or an agent becomes available, whichever happens first. During the Delay Answer time, the waiting callers hear ringback. To activate the Delay Answer feature, enter a time for Delay Answer. The Delay Answer time can be a minimum of zero seconds and a maximum of 10 minutes. The default Delay Answer time is 00:00. Attendant extension The attendant extension is the extension used if a caller requests to talk to the operator after the callers transfers to the Automated Attendant or CCR. The attendant extension is optional. If you do not assign an attendant extension, the call is sent to the system attendant extension. Language preference Language preference can be either Primary or Alternate. The language preference is the language choice used for prompting callers who transfer to the Automated Attendant or CCR. Language preference appears only on a system that is configured as bilingual.
40 Chapter 5 Setting up skillsets P0919436 03 Setting up or changing a skillset You can record skillset properties in the table “Call Center skillsets” on page 173. To set up or change a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 If you want to set up a skillset, click the Configure link for the skillset you want to set up or if you want to change a skillset, click the Properties link for the skillset you want to change. The Skillset Properties page appears. 5 In the Control DN box, type the extension for the skillset. For more information, refer to “Control DN” on page 38. Note: Before you can change a skillset you must disable the skillset and wait until there are no calls in the skillset. You cannot change a skillset while it is in use.
Chapter 5 Setting up skillsets 41 Nortel Networks Call Center Set Up and Operation Guide 6 In the Name box type the name for this skillset. The skillset name can be a maximum of 16 characters. 7 In the MWI DN box, type the extension of the telephone that you want to display the Message Waiting Indicator for the Skillset Mailbox. 8 From the Method list box, select Least Busy or Preferred. The default is Least Busy. 9 In the Break Time box enter the Break Time period. The default Break Time is 00:30. 10 In the Delay Answer box enter the delay answer time. The default delay answer time is 00:00. 11 If you want to assign and attendant to the skillset, in the Attendant Ext box type the extension of the attendant. 12 If your system is configured for bilingual operation, from the Prompt Language list box, select Primary or Alternate. The Prompt Language list box does not appear if you do not use bilingual operation. For more information on bilingual operation refer to “Assigning the Call Center language” on page 149. 13 Click the Submit button. A message appears that says a new mailbox is created, and that you must initialize it before you enable the skillset. For how to initialize a mailbox refer to “Initializing a skillset mailbox” on page 57. 14 Click the OK button.
42 Chapter 5 Setting up skillsets P0919436 03 Setting up DID routing You can route calls based on their Direct Inward Dialing (DID) number. DID is the ability to make a telephone call directly into an internal extension, without having to go through the operator. To route DID calls, set up a DID target line and assign the target line to a skillset. To set up DID routing for Business Communications Manager 2.5 1 In Unified Manager, set up a DID target line. For information about setting up a DID target line refer to the Business Communications Manager 2.5 Programming Operations Guide. 2 In CallPilot Manager, configure the target line number to be answered by Call Center. For information about configuring lines refer to “Configuring lines” on page 145. To set up DID routing for CallPilot 150 1 From a Norstar phone, set up a DID target line. For information about setting up a DID target line refer to the Norstar System Coordinator Guide. 2 In CallPilot Manager, configure the target line number to be answered by Call Center. For information about configuring lines refer to “Configuring lines” on page 145.
Chapter 5 Setting up skillsets 43 Nortel Networks Call Center Set Up and Operation Guide Setting up CLID/DNIS Routing If you use Business Communications Manager 2.5, you can set up CLID/DNIS Routing Tables. CLID/DNIS Routing is the initial routing that Call Center calls encounter. The CLID/DNIS Routing you set up lets Call Center route calls quickly based on their incoming line number. Callers are routed to skillsets depending on who the caller calls, the line the call comes in on, or where the caller is calling from. Examples of using CLID/DNIS Routing Routing using CLID/ANI If your company has preferred customers or customers who have access to special services, you can set up CLID/ANI routing that recognizes the phone numbers the customers are calling from. Customers whose phone numbers are recognized are immediately routed to appropriate skillsets. The callers do not need to enter additional digits to route their calls. Routing using DNIS If your company has a customer who is a purchasing agent who frequently contacts a sales line, you can set up DNIS routing that recognizes the phone number the customer is calling. Customers who call the sales directory numbers are immediately routed to sales skillsets. Routing using Voice Button If your company has Multimedia Call Center enabled, callers can click a voice button html icon and enter the phone number they want an agent to call them at. Calls that arrive from a voice button call are recognized as Multimedia Call Center calls and routed to the appropriate skillsets. You can set up CLID/ANI rules for Multimedia Call Center Calls. The phone number that the caller enters in the web browser is the phone number that Multimedia Call Center dials when an agent receives the call. Routing using a Line If your company uses a rotary number without DNIS capability that uses lines 1 to 3, you can set up routing to send calls that come in on these lines to a specific skillset. Routing using CLID and a Line If your company uses a rotary number and subscribes to a CLID service, you can set up routing based on CLID and Line to route a special customer. Routing using CLID/ANI and DNIS If your company has customers who call the sales group or the service group frequently, you can set up routing based on CLID/ANI and DNIS to quickly route these customers. You can route the customers to a skillset with agents that specialize in service or sales to these customers.
44 Chapter 5 Setting up skillsets P0919436 03 CLID/DNIS Routing Table properties LIne The line is the line number the call comes in on. Any calls that arrive on this line are assigned the routing you select. The line number your enter must a line that is configured to be answered by a skillset. CLID/ANI The CLID (Calling Line Identification) or ANI (Automatic Number Identification) number identifies the caller or the location the call was made from. Any calls that have this CLID or ANI number are assigned the Priority you select. If a call matches the CLID/ANI information in the routing table, the call is routed to the skillset you choose. You can change the priority of the call in the skillset that is assigned for the line the call comes in on. DNIS DNIS (Dialed Number Identification Service) sends a call directly to an internal extension without going through the operator. A DNIS number identifies the number the call is made to. If a call matches the DNIS information in the routing table, the call is routed to the skillset you choose. You can change the priority of the call in the skillset that is assigned for the line the call comes in on. Voice Button Select the Voice Button check box if you want Multimedia Call Center calls assigned to this route. You must use Business Communications Manager 2.5 and have Multimedia Call Center enabled. Incoming Multimedia Call Center calls are assigned the Priority you select. If you select the Voice Button check box, you must leave the Line box and the DNIS box blank. Action The action is the treatment that is applied to the call: • You can move the call to another skillset • You can change the priority of the call • You can move the call to another skillset and change the priority of the call Note: The CLID routing table can support 200 rules. Each rule can be a number, or a range, such as 416*.
Chapter 5 Setting up skillsets 45 Nortel Networks Call Center Set Up and Operation Guide Adding a CLID/DNIS Route 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the CLID/DNIS Routing Table link. The Intelligent CLID/DNIS Routing page appears. 4 Click the Insert link. The CLID/DNIS Setup page appears. 5 Set the method to identify the call: • If you want to create a rule based on the line a call comes in on, in the Line box enter the line number. • If you want to create a CLID or ANI rule, in the CLID/ANI box type the CLID or ANI number you want to assign this routing to. The CLID or ANI number identifies the caller or the location the call was made from. • If you want to create a DNIS rule in the DNIS box type the DNIS number you want to assign to this route. The DNIS number identifies the number the call is made to. • If you want to create a rule for CLID/ANI and a rotary number, in the CLID/ANI box type the CLID or ANI number and in the Line box type the line number • If you want to create a rule for CLID/ANI and DNIS, in the CLID/ANI box type the CLID or ANI number and in the DNIS box type the DNIS number
46 Chapter 5 Setting up skillsets P0919436 03 • If you have Multimedia Call Center enabled and you want to assign routing to Multimedia Call Center calls, select the Voice Button check box. If you select the Voice Button check box, you can enter a CLID/ANI number, but you must leave the Line box and the DNIS box blank. 6 Select the type of routing you want to apply to the call: • if you want to move the call to another skillset, select Move to Skillset and from the Skillset list box select the number of the skillset you want to route the call to • if you want to move the call to another skillset and assign it a different priority: — select Move to Skillset — from the Skillset list box select the number of the skillset you want to route the call to — from the New Call Priority list box select a priority for the call • if you want to change the priority of the call, select Change Call Priority Only and from the New Call Priority list box select a priority for the call 7 Click the Submit button. Changing a CLID/DNIS Route You can change the type of routing that applies to a CLID/DNIS call. If you want to change the type of call the routing applies to, you must create a new route in the CLID/DNIS Routing Table. To change a CLID/DNIS Route 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the CLID/DNIS Routing Table link. The Intelligent CLID/DNIS Routing page appears. 4 Click the Change link for the route you want to change. The CLID/DNIS Setup page appears for the route. 5 Select the type of routing you want to apply to the call: • If you want to move the call to another skillset, select Move to Skillset and from the Skillset list box select the number of the skillset you want to route the call to. • If you want to move the call to another skillset and assign it a different priority: — Select Move to Skillset. — From the Skillset list box select the number of the skillset you want to route the call to. — From the New Call Priority list box select a priority for the call. • If you want to change the priority of the call, select Change Call Priority Only, and from the New Call Priority list box select a priority for the call. 6 Click the Submit button.
Chapter 5 Setting up skillsets 47 Nortel Networks Call Center Set Up and Operation Guide Deleting a CLID/DNIS Route 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the CLID/DNIS Routing Table link. The Intelligent CLID/DNIS Routing page appears. 4 Click the Delete link for the route you want to delete. The routing is removed from the CLID/DNIS Routing Table.
48 Chapter 5 Setting up skillsets P0919436 03 Assigning an agent to a skillset You can assign an agent to one or more skillsets. Each agent is responsible for answering calls for the skillsets they are assigned to. Dynamic Agent Priority If you use Call Center Professional on Business Communications Manager 2.5, agents can have different priorities depending upon which skillset they are logged on to. For example, when an agent is a member of the English skillset, their priority can be 1 because they are fluent in English. The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a priority of 6 when they are logged on to the German skillset. If the method of call distribution for the skillset is Preferred, the agent with the highest priority receives the call. The agent priority ranges from 1 to 20. 1 is the highest agent priority for the most qualified agents. The default value is 10. For more information about method of call distribution refer to “Method” on page 39. To assign an agent to a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Agents link for the skillset that you want to add agents to. The skillset must be configured before the Agents link appears. The Assigned Agents page appears.
Chapter 5 Setting up skillsets 49 Nortel Networks Call Center Set Up and Operation Guide 5 Click the Assign button. The Assign Agents page appears with the available agents displayed. 6 Click the Assign check box for each agent that you want to add to the skillset. 7 If you use Professional Call Center, from the Priority list box, select the Priority of the agent. 1 is the highest priority. 8 Click the Submit button. The agent you selected appears on to the Assigned Agents page. If you want to assign another agent to this skillset, follow steps 5 through 8. 9 Click the Close button to return to the Skillset List page.
50 Chapter 5 Setting up skillsets P0919436 03 Changing an agent’s priority in a skillset If you use Call Center Professional on Business Communications Manager 2.5, agents can have different priorities depending upon which skillset they are logged on to. For example, when an agent is a member of the English skillset, their priority can be 1 because they are fluent in English. The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a priority of 6 when they are logged on to the German skillset. To change an agent’s priority in a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Agents link for the skillset you want to change the agent priority of. The Assigned Agents page appears. 5 Click the Change button. The Change Agent Priorities page appears. 6 Click the Change check box for the agent whose priority you want to change. You can select more than one agent if you want to assign them the same priority. 7 From the Priority list box select the priority you want to assign. 8 Click the Submit button. The Assigned Agents page shows the new priority. Repeat steps 5 through 8 for each agent you want to change.
Chapter 5 Setting up skillsets 51 Nortel Networks Call Center Set Up and Operation Guide Removing an agent from a skillset When you remove an agent from a skillset, the agent is removed from the skillset but is not deleted from Call Center. The agent is still available, but no longer receives calls for the skillset. If you want to delete an agent from Call Center, refer to “Deleting an agent” on page 34. To remove an agent from a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Agents link for the skillset you want to remove an agent from. The Assigned Agents page appears. 5 Click the Unassign link for the agent you want to remove. A message appears that asks you to confirm your request to unassign the agent. 6 Click the OK button. The agent is removed from the Assigned Agents page. 7 Click the Close button to return to the Skillset List page. Viewing agents in a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Agents link for the skillset you want to view. The agents who are assigned to the skillset appear on the Assigned Agents page. 5 Click the Close button to return to the Skillset List page. Note: For information about using the Supervisor Monitor feature, refer to “Tips for operating Call Center” on page 161.
52 Chapter 5 Setting up skillsets P0919436 03 Enabling a skillset After you set up a skillset, the skillset is disabled until you enable it. Before you can enable a skillset you must: • set up the skillset with a valid Control DN. For information, refer to “Setting up or changing a skillset” on page 40. • initialize the skillset mailbox. For information, refer to “Initializing a skillset mailbox” on page 57. • record skillset mailbox greetings. For information, refer to “Recording skillset mailbox greetings” on page 62. • set up the Day and Night Routing Tables. For information, refer to “Example of a Day Routing Table” on page 132. To enable a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Enable link for the skillset to you want to enable. On the Skillset List page in the Status column the skillset changes from Disabled to Enabled.
Chapter 5 Setting up skillsets 53 Nortel Networks Call Center Set Up and Operation Guide Disabling a skillset You must disable a skillset if you want to change the skillset properties or administer the lines. If you disable a skillset, no new calls go to the skillset. Any calls that are in the skillset get distributed until the calls are ended. To disable a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Disable link for the skillset you want to disable. A message appears that asks you to confirm the request to disable the skillset. 5 Click the OK button. On the Skillset List page in the Status column the skillset changes from Enabled to Disabled.
54 Chapter 5 Setting up skillsets P0919436 03 Unconfiguring a skillset You must disable a skillset if you want to change the skillset properties or administer the lines. Before you unconfigure a skillset, unassign any lines that are assigned to it by following the procedure “Configuring lines” on page 145. You must disable a skillset before you can unconfigure it. To unconfigure a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Unconfigure link for the skillset you want to unconfigure. A message appears that asks you to confirm the request to unconfigure the skillset. 5 Click the OK button. The programming for the skillset is removed from the Skillset List page. Warning: If you unconfigure a skillset, you delete the skillset properties and the programming for the skillset. This includes the general properties, the assigned agents and the routing table information.
55 Nortel Networks Call Center Set Up and Operation Guide Chapter 6 Setting up skillset mailboxes About skillset mailboxes Each skillset has a mailbox that stores messages left by callers. A skillset mailbox is created automatically when you set up a skillset. There is one skillset mailbox for each skillset. The skillset mailbox number is the same as the Control Directory Number (CDN) of the skillset. Skillset mailboxes have these Class of Service settings: • they use the primary prompt language • their maximum message time is 15 minutes • their maximum message length is three minutes • their maximum message retention is 30 days • they have a maximum greeting length of one minute The default Class of Service for skillset mailboxes is 1. To prepare a skillset mailbox to receive messages: • know the skillset mailbox number (CDN) of each skillset mailbox. If you do not know the skillset mailbox number, refer to “Determining a skillset mailbox number” on page 56 • initialize the skillset mailbox • record the skillset mailbox greetings You can use the table “Skillset mailboxes” on page 177 to record the skillset mailboxes you set up.
56 Chapter 6 Setting up skillset mailboxes P0919436 03 Determining a skillset mailbox number You must know a skillset mailbox number before you can set up the skillset mailbox. The skillset mailbox number is the mailbox’s Control DN. If you know the skillset mailbox number, you can initialize the mailbox. Refer to “Initializing a skillset mailbox” on page 57. To determine a skillset’s mailbox number and Message Waiting Indication telephone 1 Press ²·°Þ. 2 Press NEXT. 3 The skillset mailbox number for skillset 1 is displayed. If None appears the skillset is not configured. Press NEXT to continue. 4 The Message Waiting Indication (MWI) extension is displayed. If there are messages in the skillset 1 mailbox, MWI appears at this extension. You assign the MWI extension when you set up the skillset. If Unavail appears you have not set up an MWI extension. 5 Press next to view the skillset mailbox number and MWI extension for each skillset. 6 Press ¨ to end the session. Set xxxx NEXT CDN 1:xxxx NEXT Ext 1: xxx NEXT
Chapter 6 Setting up skillset mailboxes 57 Nortel Networks Call Center Set Up and Operation Guide Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it. Choose a password for the skillset mailbox that is between four to eight digits long and does not start with zero. Give the skillset mailbox passwords to the agents who are responsible for retrieving messages. Initializing a skillset mailbox involves: • choosing a password from four to eight digits long that does not start with zero • changing the skillset mailbox default password to the new password • recording the skillset mailbox name in the Company Directory To initialize a skillset mailbox 1 Press ²á¡Ú. 2 Log on by following the voice prompts. Use the skillset mailbox number and ââââ, the default password. 3 This display appears briefly to indicate that you must change the password. 4 Enter a new skillset mailbox password from four to eight digits long that does not start with zero. Press OK or £. 5 Reenter the skillset mailbox password and press OK or £. 6 At the tone, record the skillset mailbox name in the Company Directory. Do not use handsfree. Include the skillset mailbox number in the recording, For example, “Sales, mailbox 5813.” Press OK or £ to end the recording. 7 Press OK or £ to accept the recording or press PLAY or Ú to listen to the recording or press RETRY or Û to re-record your name. 8 The recorded name plays and the skillset mailbox name is displayed. The skillset mailbox name is the name you entered when you set up the skillset properties. 9 Press ¨ to end the session. Must change pswd Pswd: RETRY OK Again: RETRY OK Record name: RETRY OK Accept name? RETRY PLAY OK <Skillset name>
58 Chapter 6 Setting up skillset mailboxes P0919436 03 Opening a skillset mailbox You can open an initialized skillset mailbox from: • your extension • another extension • an outside tone dial telephone To open a skillset mailbox - Norstar Voice Mail To open a skillset mailbox - CallPilot 1 Press ²á¡Ú. 2 Enter the skillset mailbox password and press OK or £ or if you are at another extension, or if you are using a Guest mailbox, press OTHR or ¥ to display the Log: prompt. When this prompt appears, enter the skillset mailbox number and password. 3 After you open the skillset mailbox, the telephone display shows how many new and saved messages are in the mailbox. 1 Press ²á¡Ú. 2 Press £ or if you are at another extension, enter the skillset mailbox number and then press OK or £. 3 Enter the skillset mailbox password and press OK or £. Pswd: OTHR RETRY OK 1 new 1 saved PLAY REC ADMIN Mbox: RETRY OK Pswd: RETRY OK
Chapter 6 Setting up skillset mailboxes 59 Nortel Networks Call Center Set Up and Operation Guide Opening a skillset mailbox remotely To open a skillset mailbox from an outside telephone • If a skillset mailbox is a Mailbox node in a CCR Tree, press the one digit number and you automatically transfer to the skillset mailbox or • Call an Operator, receptionist or subscriber and ask them to transfer you to the skillset mailbox number using ²á¡ß • After you reach the skillset mailbox, press ¥¥ during the greeting to open the skillset mailbox. If you are in Europe or Australia press ¡¡. • At the voice prompt, enter the skillset mailbox number and password and press £. Follow the voice prompts. To open a skillset mailbox directly from an outside telephone Follow either procedure to open a skillset mailbox remotely. 1 Call a telephone line that is answered by the Automated Attendant. 2 Press ¥¥ during the Automated Attendant Menu prompt. If you are in Europe or Australia press ¡¡. 3 Enter the skillset mailbox number and password, and then press £. 4 Follow the voice prompts. or 1 Call your own extension number. 2 Press ¥¥ during your personal greeting. If you are in Europe or Australia press ¡¡. 3 Enter the skillset mailbox number and password, and then press £. 4 Follow the voice prompts.
60 Chapter 6 Setting up skillset mailboxes P0919436 03 Skillset mailbox password To decrease the chances of unauthorized access to a skillset mailbox, change its password every 30 days. Keep a written copy of the skillset mailbox passwords in “Skillset mailboxes” on page 177. Give the skillset mailbox passwords only to the agents who retrieve messages at your call center. For security reasons, choose an uncommon password, not a predictable password like 1234 or 1111. If someone knows a skillset mailbox password, they can access the skillset mailbox and play or delete messages. They can also access CallPilot and use it fraudulently or disrupt service. Changing a skillset mailbox password You can change a skillset mailbox password at any time. A password must be from four to eight digits long and cannot start with zero. To change a skillset mailbox password 1 Press ²á¡Ú. Follow the voice prompts or the display buttons to open the skillset mailbox. 2 The skillset mailbox name appears briefly and the recorded name plays. 3 If you use the CallPilot interface: • Press ¡Ý to open the Mailbox Password menu • Go to step 4 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press PSWD or Ý • Go to step 4 4 Enter your new mailbox password and press OK or £. 5 Re-enter your new mailbox password and press OK or £. 6 This display appears briefly. 7 Press ¨ to end the session. <Skillset name> Pswd: RETRY OK Again: RETRY OK Password OK
Chapter 6 Setting up skillset mailboxes 61 Nortel Networks Call Center Set Up and Operation Guide Resetting a skillset mailbox password To reset a skillset mailbox password 1 Start CallPilot Manager. 2 Click the Mailbox Administration heading. The Mailbox List page appears. 3 Click the Reset Password link for the skillset mailbox you want to reset the password for. A message appears that asks you to confirm your request to change the password. 4 Click the OK button. The password is reset to 0000, the default password. Note: Reset a password only if the agent who accesses the skillset mailbox forgets the password or is “locked-out”. The password for the reset mailbox is 0000. The agent who accesses the skillset mailbox cannot retrieve skillset mailbox messages until they create a new password. Tell the agent to change the default password as soon as possible. While the skillset mailbox has the default password, the mailbox is vulnerable to unauthorized access.
62 Chapter 6 Setting up skillset mailboxes P0919436 03 Recording skillset mailbox greetings After you initialize a skillset mailbox, record the greetings for it. You can record Primary, Alternate and Personalized greetings for each skillset mailbox. You record a Primary skillset mailbox greeting for everyday use. The Alternate skillset mailbox greeting is an optional greeting you can record for special circumstances. If your call center subscribes to Caller ID, you can record Personalized skillset mailbox greetings. If you record Primary and Alternate skillset mailbox greetings, you must choose which greeting plays to callers who reach the skillset mailbox. You can also record greetings in an Alternate Language. Callers can press á while the greeting is playing to listen to the voice prompts in the Alternate Language. Remember to inform callers in the Primary skillset mailbox greeting that they can press á to hear the Alternate Language. If the Operator Status is set to Yes, and a caller presses â during the skillset mailbox greeting, the caller transfers to the receptionist or Operator. For information about Operator Status, refer to the CallPilot Manager Set Up and Operation Guide. Inform callers in the skillset mailbox greetings that they can press â to speak to the receptionist or Operator. If the Operator Status is set to No, a caller who presses â during the skillset mailbox greeting is informed the Operator is not available, and is transferred to the skillset mailbox. Examples of Primary and Alternate greetings You must record a Primary greeting for each skillset mailbox. In the Primary greeting include the skillset mailbox name that is listed in the Company Directory. For example: “Hello. You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your name, phone number and a brief message. One of our agents will return your call as soon as possible. Thank you.” You can record an Alternate greeting for each skillset mailbox. Use an Alternate greeting for special circumstances. In the Alternate skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory. For example: “Season’s Greetings! You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your name, phone number and a brief message. One of our agents will return your call when we re-open on December 27. Thank you.”
Chapter 6 Setting up skillset mailboxes 63 Nortel Networks Call Center Set Up and Operation Guide To record a Primary or Alternate skillset mailbox greeting 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 The skillset mailbox name appears briefly. 3 If you use the CallPilot interface: • Press ¡Û to open the Greetings Options menu • Go to step 4 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press GREET or Û • Go to step 4 4 Press REC or Ú. 5 Press PRIME or Ú to record the Primary greeting or press ALT or Û to record the Alternate greeting. If you are changing a greeting, the current greeting starts to play. 6 If this is the first time you are recording a greeting, this display appears briefly. 7 Press YES or Ú and record your greeting at the tone. 8 Press OK or £ to end the recording. 9 Press OK or £ to accept the recording or press PLAY or Ú to listen to the greeting or press RETRY or Û to rerecord the greeting. 10 Press ¨ to end the session. <Skillset name> Greeting options REC CHOOSE CFWD Greeting: PRIME ALT PERS Not recorded Record now? YES NO QUIT Record greeting: RETRY OK Accept greeting? RETRY PLAY OK
64 Chapter 6 Setting up skillset mailboxes P0919436 03 Choosing a Primary or Alternate skillset mailbox greeting If you record a Primary and an Alternate skillset mailbox greeting, you must choose which greeting plays. You can change the selection at any time and as often as needed. If you do not choose a greeting, the Primary skillset mailbox greeting plays. If you choose the Alternate mailbox greeting, you must set whether the mailbox accepts messages. If you choose Yes the skillset mailbox receives messages in the normal way. If you choose No: • messages cannot be left in the skillset mailbox • the Alternate mailbox greeting takes precedence over all other greetings • if a caller presses a button to fast forward the message, they hear a voice prompt that says this is a special greeting • if a caller presses a button to send a fax, the fax goes to the General Delivery Mailbox, not the skillset mailbox. If you choose the Alternate mailbox greeting, remember to change back to the Primary mailbox greeting at the appropriate time. To choose a Primary or Alternate skillset mailbox greeting 1 Press ²á¡Ú. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2 The skillset mailbox name appears briefly. 3 If you use the CallPilot interface: • Press ¡Û to open the Greetings Options menu • Go to step 4 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press GREET or Û • Go to step 4 4 Press CHOOSE or Û to select a greeting. 5 Press PRIME or Ú to select the Primary mailbox greeting and go to step 7 or press ALT or Û to select the Alternate mailbox greeting and go to step 6. <Skillset name> Greeting options REC CHOOSE CFWD Use greeting: PRIME ALT QUIT
Chapter 6 Setting up skillset mailboxes 65 Nortel Networks Call Center Set Up and Operation Guide 6 If you choose the Alternate mailbox greeting, you are asked whether the mailbox can accept messages. Press CHNG or Ú to toggle from yes to no or press OK or £ to accept. 7 Press ¨ to end the session. Accept msgs:Y CHNG OK
66 Chapter 6 Setting up skillset mailboxes P0919436 03 Recording a Personalized skillset mailbox greeting If your call center subscribes to Caller ID, you can record a maximum of three Personalized greetings for each skillset mailbox. For Personalized skillset mailbox greetings, you program Call Center to recognize a specific telephone number. The Personalized skillset mailbox greeting plays only for a call from the specific telephone number. If you record a Personalized greeting, program the skillset mailbox to receive messages and choose an Alternate mailbox greeting, the Personalized greeting takes precedence over any other greetings. If you program the skillset mailbox not to receive messages and choose an Alternate mailbox greeting, the Alternate mailbox greeting takes precedence over any other greeting, including Personalized mailbox greetings. In the Personalized skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory. For example: “Hi John. You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your order. One of our agents will return your call if you need to speak to someone directly. Thank you.” To record a Personalized skillset mailbox greeting 1 Press ²á¡Ú. Follow the voice prompts or the display button options on your telephone, to open the skillset mailbox. 2 The skillset mailbox name appears briefly. 3 If you use the CallPilot interface: • Press ¡Û to open the Greetings Options menu • Go to step 4 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press GREET or Û • Go to step 4 4 Press REC or Ú. 5 Press PERS or ‹ to record a Personalized greeting. 6 Enter a Personalized greeting number of 1, 2 or 3. 7 Press CHNG or ⁄. <Skillset name> Greeting options REC CHOOSE CFWD Greeting: PRIME ALT PERS Greeting: RETRY OK Ph: CHNG OK
Chapter 6 Setting up skillset mailboxes 67 Nortel Networks Call Center Set Up and Operation Guide Deleting a Personalized skillset mailbox greeting If you no longer need a Personalized mailbox greeting, you can delete it. To delete a Personalized mailbox greeting 8 Enter the phone number (maximum 10 digits) that you are assigning the Personalized mailbox greeting to. Press OK or £ to accept the phone number. 9 Lift your handset. At the tone, record your greeting. Press OK or £ to end the recording. 10 Press OK or £ to accept the greeting, or press PLAY or⁄ to listen to the greeting or press RETRY or ¤ to re-record the greeting. 11 Press ¨ to end the session. 1 Press ²á¡Ú. Follow the voice prompts or the display button options on your telephone, to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Û to open the Greetings Options menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press GREET or Û • Go to step 3 3 Press REC or Ú. 4 Press PERS or Ü to choose a Personalized mailbox greeting. 5 Enter the Personalized greeting number (1, 2, or 3) that you want to delete. 6 Press DEL or Û to delete the greeting. 7 Press ¨ to end the session. Ph: RETRY OK Record greeting: RETRY OK Accept greeting? RETRY PLAY OK Greeting options REC CHOOSE CFWD Greeting: PRIME ALT PERS Greeting: RETRY OK Ph: XXXXXXX CHNG DEL OK
68 Chapter 6 Setting up skillset mailboxes P0919436 03 Checking skillset mailboxes for messages Frequently check the skillset mailboxes for messages. Only one agent can retrieve messages from each skillset mailbox at a time. If different agents access the messages in the skillset mailbox throughout the day, each agent should: • listen to the message • write down what the message says • erase the message • return the caller’s telephone call If the caller is not available, the agent can try again later or pass the message on to another agent. If the agent who listens to the message erases the message after writing down what it says: • the next agent does not waste time listening to the same message • the next agent knows if the callback was successful or not • only one agent contacts the caller If only one agent is responsible for retrieving messages at your call center, this agent does not need to transcribe and delete each message before callback. This agent handles messages and knows the status of the old messages.
Chapter 6 Setting up skillset mailboxes 69 Nortel Networks Call Center Set Up and Operation Guide Playing skillset mailbox messages Use the procedure for playing messages that corresponds to the interface you use: • “To play skillset mailbox messages - Norstar Voice Mail” on page 69 • “To play skillset mailbox messages - CallPilot” on page 71 To play skillset mailbox messages - Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface. The table “Playing skillset mailbox messages - Norstar Voice Mail” shows the message options available to you during and after playing messages. 1 Press ²á¡Ú. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2 Press PLAY or Û to listen to your messages. For other options, refer to the table “Playing skillset mailbox messages - Norstar Voice Mail” on page 69. 3 Press ¨ to end the session. Playing skillset mailbox messages - Norstar Voice Mail Option Button Available while playing Available after playing Description Back up Ú or < << ✔ Rewinds the message nine seconds and resumes playing it. Copy Þ or COPY ✔ ✔ Sends a copy of the message to one or more mailboxes. If you record an introduction, it must be longer than three seconds. End of Message ÜÜ or > >> > >> ✔ Goes to the end of the message. Envelope à ✔ ✔ Plays the information in the message envelope. Envelope information includes the date and time the message was sent and, if the message is internal, the directory name of the sender. Erase ¡ or ERASE ✔ ✔ Deletes the message currently playing. If no messages are playing, deletes the last message played. Deleted messages remain in the skillset mailbox until the session ends. (Refer to Notes 1 and 2 on page 70.) 2 new 0 saved PLAY REC ADMIN
70 Chapter 6 Setting up skillset mailboxes P0919436 03 Notes: 1 Because the skillset mailbox has limited message storage space, delete any messages you no longer need. After a certain time period, your saved messages are erased automatically. Ask your System Administrator about this. 2 You can retrieve a deleted message only if you have not quit the session in which you deleted it. For information about retrieving deleted messages refer to “Retrieving erased messages” on page 72”. Forward Ü or > >> ✔ Advances the message nine seconds and continues playing from that point. A message can be forwarded as many times as required. Next ß or ££ ✔ ✔ Plays the next message in the skillset mailbox. If you use this while a message is playing, it stops playing the current message and plays the next message in the skillset mailbox. Pause/ Continue Û or STOP/ PLAY ✔ Temporarily stops a message. When you stop the message, you can play the previous message, continue playing the current message, or skip to the next message. Previous Ý ✔ ✔ Stops playing the current message and plays the previous message. Quit ¥ ✔ Stops playing the message and plays the Mailbox main menu options. Replay ÚÚ or < << < << ✔ Replays the message from the beginning. Replay Ú ✔ Replays the last message. Reply á or REPLY ✔ ✔ Replies to a message. (Refer to Note 3 on page 71) The reply can be either: - a message to an internal sender’s mailbox - a telephone call to an internal or external party (Refer to Note 4 on page 71.) Save Message àà or SAVE ✔ Saves the message being played. (If you do not delete a message, it is automatically saved). This option is not shown on the display unless you erase a message. If you erase a message and play the message again, you can press SAVE on a two line display telephone. (Refer to Note 2 on page 70.) Volume Control ¥ ✔ Adjusts the volume of the message that is playing. The volume increases each time you press ¥. After four presses, the volume returns to the lowest level. Playing skillset mailbox messages - Norstar Voice Mail Option Button Available while playing Available after playing Description
Chapter 6 Setting up skillset mailboxes 71 Nortel Networks Call Center Set Up and Operation Guide 3 Applies only if the Reply feature is enabled. 4 You can reply to an outside caller by dialing them back if your company subscribes to Caller ID (CLID) service. For further information about replying to an outside caller refer to “Replying to an external caller” on page 75. To play skillset mailbox messages - CallPilot Use this procedure if you use the CallPilot interface. The table “Playing skillset mailbox messages - CallPilot” shows the message options that are available to you during and after playing messages. 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. A voice prompt announces the number of new and saved messages that you have. 2 You can play any message that you want to listen to. Press Û to play the current message. For other message commands, refer to the table “Playing skillset mailbox messages - CallPilot”. 3 Press ¨ to end the session. Playing skillset mailbox messages - CallPilot Option Button Available during and after playing Description Skip Back Ú Rewinds the message five seconds and resumes playing it at that point. Skip Forward Ü Advances the message five seconds and continues playing from that point. Previous Message Ý Stops playing the current message and plays the previous message. Next Message ß Plays the next message in the skillset mailbox. If you use this while a message is playing, it stops playing the current message and plays the next message in the skillset mailbox. Call Sender á Places a call to the sender of a message. Help ¥ ✔ Offers a Help menu. Reply àÚ ✔ Replies to a message. No messages COMP MBOX EXIT
72 Chapter 6 Setting up skillset mailboxes P0919436 03 Retrieving erased messages After you play your messages and end your skillset mailbox session, any messages that you do not erase are saved. Since message storage space is limited, we recommend that you erase messages that are no longer needed. You can retrieve an erased message if you are still in the skillset mailbox session. An erased message remains in the skillset mailbox until you end the current session. To retrieve an erased message - Norstar Voice Mail After you erase a new or saved message, the number of new or saved messages shown on the display is decreased by one. Even though the display shows 0 new 0 saved, you can still play and retrieve any erased skillset mailbox messages. Press PLAY or Û to listen to the erased message. To retrieve an erased message - CallPilot You can retrieve a deleted message. A deleted message remains in the skillset mailbox until you end the current session. Locate the deleted message. Then press àß to restore the message. After you play the erased message, you can restore it. If you end the current session without restoring the erased message, it is permanently erased from the skillset mailbox. Envelope àÛ ✔ Plays the information in the message envelope. Envelope information includes the date and time the message was sent and, if the message is internal, the directory name of the sender. Forward Message àÜ ✔ Forwards the message to one or more mailboxes. You can record an introduction to the forwarded message. Reply All àÝ ✔ Replies to a message and all recipients of the message. (Refer to Note 3 on page 71.) Delete àß ✔ Deletes the current message. Deleted messages remain in the skillset mailbox until the session ends. (Refer to Notes1 and 2 on page 70.) Playing skillset mailbox messages - CallPilot Option Button Available during and after playing Description
Chapter 6 Setting up skillset mailboxes 73 Nortel Networks Call Center Set Up and Operation Guide Replying to messages You can reply to internal and external callers. You can reply to an external caller if your company subscribes to CLID. The messages you record must be longer than three seconds. The system times out after five seconds of silence. Use the procedure for replying to messages that applies to the interface you use: • “To reply to an internal caller - Norstar Voice Mail” on page 73 • “To reply to an internal caller - CallPilot” on page 74 Replying to an internal caller To reply to an internal caller - Norstar Voice Mail If you use and you want to use Norstar Voice Mail reply to the caller’s extension CALL to transfer to the internal caller’s extension. leave a message in the caller’s mailbox MSG to record and send a reply to the internal caller’s mailbox. CallPilot reply to the caller’s extension Call Sender á to transfer to the internal caller’s extension. leave a message in the caller’s mailbox Reply àÚ to record and send a reply to the internal caller’s mailbox. 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 Press PLAY orÛ. 3 After you listen to the message, press REPLY or á. 4 Press CALL or Û to call the caller or press MSG or Ú to record and send a reply. 1 new 0 saved PLAY REC ADMIN End of message REPLY ERASE NEXT Reply to msg MSG CALL QUIT
74 Chapter 6 Setting up skillset mailboxes P0919436 03 To reply to an internal caller - CallPilot 1 Press ²á¡Ú Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2 A mailbox summary is announced. While you are in your message list, you can play any message. 3 Press Û to play the current message. 4 Press á to call the caller or press àÚ to record and send a reply.
Chapter 6 Setting up skillset mailboxes 75 Nortel Networks Call Center Set Up and Operation Guide Replying to an external caller You can reply to an external caller if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it. For information about outdial method refer to “Assigning an outdial method to a skillset mailbox” on page 78. Before you use the Reply option you must play the message. Use the procedure that applies to the interface you use. To reply to an external caller - Norstar Voice Mail To reply to an external caller - CallPilot 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 Press PLAY or Û. 3 After you listen to the message, press REPLY or á. CallPilot dials the external number directly. 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 A mailbox summary is announced. While you are in the message list you can play any message. 3 Press Û to play the current message. 4 Press á to call the caller. CallPilot dials the external number directly. 1 new 0 saved PLAY REC ADMIN End of message REPLY ERASE NEXT
76 Chapter 6 Setting up skillset mailboxes P0919436 03
77 Nortel Networks Call Center Set Up and Operation Guide Chapter 7 Off-premise Message Notification About Off-premise Message Notification Off-premise Message Notification notifies you or a designated agent when there are new or urgent messages in the skillset mailbox. You can receive Off-premise Message Notification at any tone dial telephone number, pager or extension. You can receive notification of a message at a maximum of five different destination numbers. When the number of retry attempts is reached for each destination number, the next number in the series is called. For example, Call Center can call your car phone first when there is a message in the skillset mailbox. If there is no answer, Call Center waits five minutes and calls your car phone again. If there is still no answer, Call Center calls your car phone a third time. If there is no answer after three calls, Call Center calls the your home phone. Call Center continues to call at five minute intervals until the call is answered or all of the destinations are called three times. Off-premise Message Notification, the Retry Intervals and Maximum Number of Attempts for skillset mailboxes are assigned through the Class of Service settings in CallPilot Manager. Skillset mailboxes have a default Class of Service of 1. Class of Service 1 has these default settings for Off-premise Message Notification: • Off-premise Message Notification enabled • a Retry Interval of five minutes • a Maximum Number of Attempts of 3 For information about changing Class of Service settings, refer to the CallPilot Manager Set Up and Operation Guide. You must assign start and stop times for phone and destinations. Off-premise Message Notification begins when the start time is reached. Set the start time for a time when you are at the destination number so that you are there to receive calls. A person who receives a Off-premise Message Notification call can cancel Off-premise Message Notification to their destination number. This is useful if a destination is incorrectly programmed and a wrong party receives the calls. The recipient of an Off-premise Message Notification call hears the following voice prompt: “Message for (name of mailbox owner). To log on press Ú. If you have received this call by mistake, please press Û. After you set the Off-premise Message Notification parameters, Off-premise Message Notification is enabled automatically. Note: Set up Off-premise Message Notification for non-business hours. Then Off-Premise Message Notification does not consume a Reserved or voice channel during busy periods.
78 Chapter 7 Off-premise Message Notification P0919436 03 Assigning an outdial method to a skillset mailbox The outdial method determines which line, line pool or route code the system uses for Off-premise Message Notification. The default for outdial method is None. You must assign an outdial method before you can use an external telephone or a pager as an Off-premise Message Notification destination. For more information on line pools and route codes, refer to your system documentation. To assign an outdial method to a skillset mailbox 1 Start CallPilot Manager. 2 Click the Mailbox Administration heading. The Mailbox List page appears. 3 Click the Change link for the skillset mailbox you want to set up an outdial route for. The Mailbox page for the mailbox appears. 4 From the Outdial Type list box select the type of outdial method you want to use. 5 If you use a line or a line pool, in the Line/Pool# type the number of the outgoing line or line pool number you want to assign to the skillset mailbox for outdialing. 6 Click the Submit button. Warning: Do not change the extension number assigned to the skillset mailbox. If this extension number is changed, callers in the skillset cannot access the skillset mailbox and you cannot change the Skillset general parameters. To correct a wrong extension number, change the extension number to the Control DN of the skillset.
Chapter 7 Off-premise Message Notification 79 Nortel Networks Call Center Set Up and Operation Guide Off-premise Message Notification parameters You can set up the parameters for Off-premise Message Notification from any tone dial phone. The parameters are: • destination type (phone, extension or pager) • destination number (phone, extension or pager) • time range for receiving calls at phone numbers or extensions (Pagers are notified any time there is a qualifying message.) • types of message you want to receive (all new messages or just urgent messages) Note: The restrictions that apply to your phone line also apply to Off-premise Message Notification numbers. For example, if you cannot dial long distance phone numbers from your phone, you cannot have a long distance Off-premise Message Notification destination number.
80 Chapter 7 Off-premise Message Notification P0919436 03 Setting up Off-premise Message Notification Follow these instructions if you have not set up Off-Premise Message Notification and are setting it up for the first time. If you have set up Off-Premise Message Notification, refer to the section on “Changing Off-premise Message Notification” on page 90. To set up Off-premise Message Notification to a phone number To set up Off-premise Message Notification to refer to a phone number page 80 an extension page 83 a pager page 85 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press PHONE or Ú to choose a phone number destination. 5 Enter the destination phone number and press OK or £. The destination phone number is a maximum of 30 digits. Msg notify ADMIN SELECT Destination: PHONE EXT PAGER Ph: RETRY OK
Chapter 7 Off-premise Message Notification 81 Nortel Networks Call Center Set Up and Operation Guide 6 Press OK or £ to accept the destination phone number represented by <x> or press ADD or Û to add special characters and use your dialpad or follow the voice prompts to add characters. After you add special characters, press OK or £ to accept the destination number. 7 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. 8 Press AM or Ú or PM or Û. 9 Press OK or £ to accept the start time. 10 Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero. 11 Press AM or Ú or PM or Û. 12 Press OK or £ to accept the stop time. 13 Press YES or Ú if you want to set up another destination number or press NO or £ if you do not want to set up another destination number. 14 Press NEXT or £ to accept the start time that you entered or press CHNG or Ú to change the start time. 15 Press NEXT or £ to accept the stop time that you entered or press CHNG or Ú to change the stop time. <x> ADD OK Start hhmm: RETRY OK <start time> RETRY AM PM <start time> RETRY OK Stop hhmm: RETRY OK <stop time> RETRY AM PM <stop time> RETRY OK More dest? YES NO Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT
82 Chapter 7 Off-premise Message Notification P0919436 03 16 Press OK or £ if you want to be notified when the skillset mailbox receives a new message or press CHNG or Ú if you want to be notified only when the skillset mailbox receives an urgent message. 17 Press ¨ to end the session. Msg type: new CHNG OK Msg notify ADMIN SELECT
Chapter 7 Off-premise Message Notification 83 Nortel Networks Call Center Set Up and Operation Guide To set up Off-premise Message Notification to an extension 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press EXT or Û to choose an extension as the destination. 5 Enter the destination number and press OK or £. 6 Press OK or £ to accept the destination extension. The <x> represents the extension. 7 Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by zero. 8 Press AM or Ú or PM or Û. 9 Press OK or £ to accept the start time. 10 Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero. Msg notify ADMIN SELECT Destination: PHONE EXT PAGER Ext: RETRY OK Accept:<x> RETRY OK Start hhmm: RETRY OK <start time> RETRY AM PM <start time> RETRY OK Stop hhmm: RETRY OK
84 Chapter 7 Off-premise Message Notification P0919436 03 11 Press AM or Ú or PM or Û. 12 Press OK or £ to accept the stop time. 13 Press YES or Ú if you want to set up another destination number or press NO or £ if you do not want to set up another destination number. 14 Press NEXT or £ to accept the start time that you entered or press CHNG or Ú to change the start time. 15 Press NEXT or £ to accept the stop time that you entered or press CHNG or Ú to change the stop time. 16 Press OK or £ if you want to be notified when you the skillset mailbox receives a new message or press CHNG or Ú if you want to be notified only when the skillset mailbox receives an urgent message. 17 Press ¨ to end the session. <stop time> RETRY AM PM <stop time> RETRY OK More dest? YES NO Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type: new CHNG OK Msg notify ADMIN SELECT
Chapter 7 Off-premise Message Notification 85 Nortel Networks Call Center Set Up and Operation Guide About setting up Off-premise Message Notification to a pager number Example of a destination pager number If you are assigning a pager destination number from behind a PBX, remember to insert a á (depending on your system) before the £ to access an outside line. There is a combined limit of 30 characters for the pager phone number and the pager message. For example, to reach your pager, enter: £ÝÛÞÞÞÚÛÜÝ£Ü where: • £ specifies the next digits are special characters • Ý recognizes dial tone • Û specifies that the next digits are the numbers to be dialed • ÞÞÞÚÛÜÝ is the pager phone number dialed • Ü inserts a timed pause Depending on the company supplying your paging service, the programming sequence can vary. For more information about setting the destination phone number parameters for your pager, contact your pager company. To set up Off-premise Message Notification to a pager 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3
86 Chapter 7 Off-premise Message Notification P0919436 03 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press PAGER or Ü to select a pager number destination. 5 Enter the destination pager number and press OK or £. 6 Press OK or £ to accept the destination pager number represented by <x> or press ADD or Û to add special characters and use your dialpad or follow the voice prompts to add characters. After you add special characters, press OK or £. 7 Press NEXT or £ to accept the default pager message represented by <xxxx>. The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or press CHNG or Ú to change the pager message. The combined limit is 30 characters for the pager phone number and the pager message. 8 Press YES or Ú if you want to set up another destination number or press NO or £ if you do not want to set up another destination number. 9 Press OK or £ to be notified when the skillset mailbox receives a new message or press CHNG or Ú to change the message type to be notified only when the skillset mailbox receives an urgent message. 10 Press ¨ to end the session. Msg notify ADMIN SELECT Destination: PHONE EXT PAGER Pager: RETRY OK <x> ADD OK Show:<xxxx> CHNG NEXT More dest? YES NO Msg type: new CHNG OK Msg notify ADMIN SELECT
Chapter 7 Off-premise Message Notification 87 Nortel Networks Call Center Set Up and Operation Guide To set up Off-premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers. The following steps show you how to enter a phone number destination and then add a pager destination for the first time. 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press PHONE or Ú to choose a destination phone number. 5 Enter the destination phone number and press OK or £. The destination phone number cannot be longer than 30 digits. 6 Press OK or £ to accept the destination phone number, represented by <x> or press ADD or Û to add special characters and use your dialpad or follow the voice prompts to add characters. 7 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. 8 Press AM or Ú or PM or Û. Msg notify ADMIN SELECT Destination: PHONE EXT PAGER Ph: RETRY OK <x> ADD OK Start: hhmm: RETRY OK <start time> RETRY AM PM
88 Chapter 7 Off-premise Message Notification P0919436 03 9 Press OK or £ to accept the start time. 10 Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single digit hour and minute must be preceded by a zero. 11 Press AM or Ú or PM or Û. 12 Press OK or £ to accept the stop time. 13 Press YES or Ú to set up another destination number. 14 Press SETUP to set up another destination number. 15 Press PAGER or Ü to select a pager number destination. 16 Enter the destination pager number and press OK or £. 17 Press OK or £ to accept the destination pager number represented by <x> or press ADD or Û to add special characters and use your dialpad or follow the voice prompts to add characters. After you add special characters, press OK or £. 18 Press NEXT or £ to accept the default pager message represented by <xxxx>. The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or press CHNG or Ú to change the pager message. The combined limit is 30 characters for the pager phone number and the pager message. 19 The display shows that the second destination is a pager. Press NEXT or £ to continue. 20 Press NEXT or £ to continue or press SETUP to add another destination. <start time> RETRY OK Stop hhmm: RETRY OK <stop time> RETRY AM PM <stop time> RETRY OK More dest? YES NO Notify2: none SETUP NEXT Destination: PHONE EXT PAGER Pager: RETRY OK <xxxx> ADD OK Show<xxxx> CHNG NEXT Notify2: pager CHNG OTHR NEXT Notify 3: none SETUP NEXT
Chapter 7 Off-premise Message Notification 89 Nortel Networks Call Center Set Up and Operation Guide 21 Press NEXT or £ to accept the start time that you entered or press CHNG or Ú to change the start time. 22 Press NEXT or £ to accept the stop time that you entered or press CHNG or Ú to change the stop time. 23 Press OK or £ to be notified when the skillset mailbox receives a new message or press CHNG or Ú to be notified only when the skillset mailbox receives an urgent message. 24 Press ¨ to end the session. Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type: new CHNG OK Msg notify ADMIN SELECT
90 Chapter 7 Off-premise Message Notification P0919436 03 Changing Off-premise Message Notification You can change the parameters and destinations for Off-Premise Message Notification. Refer to “Off-premise Message Notification parameters” on page 79 for more information about parameters. If you want to change the time or message type parameters, use the procedure “To change the time range or type of message parameters” on page 90 If you want to change the destination type refer to the procedure for the destination type. To change the time range or type of message parameters To change the destination type refer to from a phone to an extension, pager or another phone number page 92 from a pager to an extension or phone page 94 from a phone or extension to a pager page 96 1 Press ²á¡Ú. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press NEXT. If you want to change the destination type refer to “To change the destination type” on page 90 for the appropriate procedure. 5 Press NO or £ to continue. Msg notify ADMIN SELECT Notify:<x> CHNG NEXT More dest? YES NO
Chapter 7 Off-premise Message Notification 91 Nortel Networks Call Center Set Up and Operation Guide 6 Press CHNG or Ú to change the start time or press NEXT or £ to accept the start time. 7 Press CHNG or Ú to change the stop time or press NEXT or £ to accept the stop time. 8 Press CHNG or Ú to change the message type to urgent. Press OK or £ to accept the new default message. You can choose to be notified of all new messages or urgent messages only. Change the message type to urgent to be notified only when the skillset mailbox receives an urgent message. 9 Press ¨ to end the session. Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type: new CHNG OK Msg notify ADMIN SELECT
92 Chapter 7 Off-premise Message Notification P0919436 03 To change the destination from phone to another destination 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press CHNG or Ú to change the destination. 5 Press PHONE or Ú to choose another phone number destination or press EXT or Û to choose an extension destination or press PAGER or Ü to choose a pager number destination. 6 Enter the destination number and press OK or £. The destination phone number cannot be longer than 30 digits. 7 Press OK or £ to accept the destination number or press RETRY or ¥ to re-enter the destination number. 8 Press NEXT or £ to continue or press CHNG or Ú to change the destination, and repeat steps 6 through 8. 9 Press YES or Ú if you want to set up another destination number or press NO or £ if you do not want to set up another destination number. Msg notify ADMIN SELECT Notify: phone CHNG NEXT Destination: PHONE EXT PAGER <x> RETRY OK Accept:<xxxx> RETRY OK Notify:<x> CHNG NEXT More dest? YES NO
Chapter 7 Off-premise Message Notification 93 Nortel Networks Call Center Set Up and Operation Guide 10 Press CHNG or Ú to change the start time or press NEXT or £ to accept the start time. 11 Press CHNG or Ú to change the stop time or press NEXT or £ to accept the stop time. 12 If you want to change message notification, press CHNG or Ú if you want to be notified only when the skillset mailbox receives an urgent message. Press OK or £. 13 Press ¨ to end the session. Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type:new CHNG OK Msg notify ADMIN SELECT
94 Chapter 7 Off-premise Message Notification P0919436 03 To change the destination from pager to phone or extension 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to change Off-premise Message Notification. The displays a review of the first destination type and destination number. 4 Press CHNG or Ú to change the destination type and the destination number. 5 Choose the type of destination number: press PHONE or Ú to choose a phone number destination or press EXT or Û to choose an extension destination. 6 Enter the destination number you want to set up Off-Premise Message Notification for. <x> represents the destination number. Press OK or £ to accept the destination number or press RETRY or ¥ to re-enter the number. 7 Press NEXT or £ to continue. 8 Press YES or Ú if you want to set up another destination, and repeat steps 6 through 8 or press NO or £ if you do not want to set up another destination. Msg notify ADMIN SELECT Modify:pager CHNG NEXT Destination: PHONE EXT PAGER <xxxx>: RETRY OK Notify:<x> CHNG NEXT More dest? YES NO
Chapter 7 Off-premise Message Notification 95 Nortel Networks Call Center Set Up and Operation Guide 9 Press CHNG or Ú to change the start time or press NEXT or £ to accept the start time. 10 Press CHNG or Ú to change the stop time or press NEXT or £ to accept the stop time. 11 If you want to change message notification, press CHNG or Ú if you want to be notified only when the skillset mailbox receives an urgent message. Press OK or £. 12 Press ¨ to end the session. Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type:new CHNG OK Msg notify ADMIN SELECT
96 Chapter 7 Off-premise Message Notification P0919436 03 To change the destination from phone or extension to pager 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to change Off-premise Message Notification. The displays show a review of the first destination type and destination number. 4 Press CHNG or Ú to change the destination type and the destination number. <x> represents the type of destination (phone or extension). 5 Press PAGER or Ü to choose a pager number destination. 6 Enter the pager number and press OK or £ to continue. 7 Press OK or £ to accept the destination pager number represented by <x> or press ADD or Û to add special characters and use your dialpad or follow the voice prompts to add characters. After you add special characters, press OK or £. Msg notify ADMIN SELECT Notify:<x> CHNG NEXT Destination PHONE EXT PAGER Pager: RETRY OK <x> ADD OK
Chapter 7 Off-premise Message Notification 97 Nortel Networks Call Center Set Up and Operation Guide 8 Press NEXT or £ to accept the default pager message represented by <xxxx>. The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or press CHNG or Ú to change the pager message. The combined limit is 30 characters for the pager phone number and the pager message. 9 The display shows notification is set up to a pager. Press NEXT or £ to continue. 10 Press YES if you want to set up another destination number or press NO if you do not want to set up another destination number. 11 Press OK or £ if you want to be notified when the skillset mailbox receives a new message or press CHNG or Ú if you want to be notified only when the skillset mailbox receives an urgent message. 12 Press ¨ to end the session. Show:<xxxx> CHNG NEXT Notify: pager CHNG NEXT More dest? YES NO Msg type: new CHNG OK Msg notify ADMIN SELECT
98 Chapter 7 Off-premise Message Notification P0919436 03 Deleting a destination number If you have more than one destination number for Off-premise Message Notification, you can delete a destination. To delete a destination number 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press OTHR if you want to delete the first destination or press NEXT or £ to view the other destinations until you find the destination that you want to delete. When you find the destination that you want to delete, press OTHR. 5 Press DEL to delete the first destination number. 6 The first destination number is deleted. The Notify 2 destination changes to become the Notify 1 destination number. To delete more destination numbers, press OTHR and repeat steps 4 and 5. 7 Press ¨ to end the session. Msg notify ADMIN SELECT Notify1:<x> CHNG OTHR NEXT Notify 1:<x> DEL INS QUIT Notify1:<x> CHNG OTHR NEXT Msg notify ADMIN SELECT
Chapter 7 Off-premise Message Notification 99 Nortel Networks Call Center Set Up and Operation Guide Adding a destination number Use this procedure if you have set up Off-premise Message Notification and you want to add another destination number. You can have up to five destination numbers. To add a destination number 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press NEXT or £ to continue. 5 Press YES or Ú to set up another destination number. 6 Press SETUP or Ú to set up another destination number and follow the steps in “To set up Off-premise Message Notification to a phone number” on page 80 or “To set up Off-premise Message Notification to an extension” on page 83 or “To set up Off-premise Message Notification to a pager” on page 85. Msg notify ADMIN SELECT Notify:<x> CHNG NEXT More dest? YES NO Notify2: none SETUP NEXT
100 Chapter 7 Off-premise Message Notification P0919436 03 Turning Off-premise Message Notification on or off You can turn Off-premise Message Notification on or off at any time. If you turn Off-premise Message Notification off, you do not affect any of the assigned parameters. To turn Off-premise Message Notification on or off 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press SELECT or Û to set up Off-premise Message Notification. 4 Press CHNG or Ú to turn Off-premise Message Notification off if it is on (as shown). 5 Press OK or ¥ or press TIME to review the start and stop time parameters. 6 Press ¨ to end the session. Msg notify ADMIN SELECT Notify on CHNG TIME OK Notify off CHNG TIME OK Mailbox admin GREET PSWD QUIT
101 Nortel Networks Call Center Set Up and Operation Guide Chapter 8 Recording Call Center Greetings About Call Center greetings Call Center greetings encourage callers to stay on the line until an agent is available. You can record greetings in different languages and change them as often as you like. You can include information in your greetings such as: • your hours of service • a request for callers to have their account number ready • how to leave a message • an announcement of a sale • product lists • upcoming special events The table “A comparison of Basic and Professional Call Center” on page 13 shows how many greetings you can record, depending on which Call Center you use. Types of Call Center greetings You can record different types of greetings for Call Center. Before you record your greeting, determine what information the greeting includes. When you prepare your greeting, include important times and dates. Keep greetings as short and concise as possible. Use the following examples of greetings as a reference. General company greeting The general company greeting informs callers that they have reached the correct company. It can also include the location and business hours of your company. “Thank you for calling Bridgestone Computers. We are located at 52 Main Street. Our hours of service are Monday to Friday from 8:00 until 5:00. Please stay on the line and an agent will be with you as soon as possible. Or press to leave a message and one of our agents will return your call.” Please wait greeting Please wait greetings encourage callers to stay on the line. “All our agents at Bridgestone Computers are currently busy, but please hold as your call is very important to us.“ Information greeting An information greeting provides messages and announcements to callers. “Thank you for calling Bridgestone Computers. This week we have extended our hours until we sell all spring merchandise. We will be open until 9:00 pm Monday through Thursday, and we will be open until midnight on Friday! Please come in and see us at 52 Main Street.”
102 Chapter 8 Recording Call Center Greetings P0919436 03 Transfer greeting A transfer greeting lets a caller transfer their call. “Please press 1 to leave a message and one of our agents will return your call. Press 2 to return to the previous choices.” Non-business hours greeting Your non-business hours greeting will be played after your business is closed: “You have reached Bridgestone Computers. Our hours of service are Monday to Friday from 8:00 until 12:00 and 1:00 until 5:00. To leave a message, please press zero. An agent will return your call when we re-open. Thank you for calling.”
Chapter 8 Recording Call Center Greetings 103 Nortel Networks Call Center Set Up and Operation Guide Recording a Call Center greeting Before you record a greeting, write the greeting out so that you include everything that you want to say. We recommend that you record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20 seconds, callers must wait in a skillset a longer time before they hear another greeting. To record a call center greeting 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Greetings link. The Call Center Greetings page appears.
104 Chapter 8 Recording Call Center Greetings P0919436 03 4 Click the Voice link for the number of the greeting you want to record. The page you can record a greeting from appears. 5 In the Connect to box, type the extension number or telephone number you are using to record the greeting. For a local extension, type the extension number. For a telephone number that is not a local extension, type the sequence of digits that dial the telephone number from the voicemail system. For example, you might need to dial 9, the area code, and then the telephone number. 6 Click the Record button. The telephone rings. 7 Pick up the handset. Do not use Handsfree. After the tone, record your greeting. 8 After you finish recording your prompt, click the Stop button. 9 To listen to the prompt, click the Play button or to save the recording, click the Save button. The recording replaces a previously recorded greeting. 10 Click the Close button and replace the telephone handset. You can disconnect the telephone by clicking the Hang Up button or replacing the telephone handset. The next time you use Play or Record, the phone number shown in the Connect to box is dialed. You do not need to hang up each time. The connection remains for several minutes, even if you close the page. You can access another greeting without having to re-answer your telephone. The connection disconnects after several minutes of inactivity, or if you log off CallPilot Manager.
Chapter 8 Recording Call Center Greetings 105 Nortel Networks Call Center Set Up and Operation Guide Importing a Call Center greeting If you use Professional Call Center on Business Communications Manager 2.5 you can import a previously recorded greeting. You cannot import a previously recorded greeting if you use CallPilot 150. To import a previously recorded greeting or prompt 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Greetings link. The Call Center Greetings page appears. 4 Click the Voice link for the number of the greeting you want to record. The page you can record a greeting from appears. 5 If you know the location of the greeting, in the Import box type the location of the file and click the Send button or if you do not know the location of the greeting, at the Import option click the Browse button and follow steps 6 through 9. The Open dialog box appears. 6 From the Look in list, select the location of the file. 7 In the File name box, type the file name. 8 From the Files of type list, select the file type. 9 Click the Open button. 10 Click the Send button. 11 To play the greeting or prompt, in the Connect to box type an extension or telephone number and click the Play button. Your telephone rings. 12 Answer the phone to listen to the greeting. 13 Click the Save button to save the greeting. The greeting you save replaces the previously recorded greeting. 14 Click the Close button and replace the telephone handset.
106 Chapter 8 Recording Call Center Greetings P0919436 03 Exporting a Call Center greeting If you use Professional Call Center on Business Communications Manager 2.5, you can export a previously recorded greeting to a computer file in WAV or in its native format. You cannot export a previously recorded greeting or prompt if you use CallPilot 150. Export the greeting in its native format if you want to re-import the file later. You can re-import the file to your system or another Call Center or CallPilot system. Export the file in its native format if you want to use the same greetings at different company locations. If you keep the file in its native format, you avoid converting the file to another format, which can lessen its sound quality. Export the greeting or prompt in WAV format if you want to edit the sound file on your computer. To export a previously recorded greeting 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Greetings link. The Call Center Greetings page appears. 4 Click the Voice link for the number of the greeting you want to export. The page you can export a greeting from appears. 5 At the Export option click either the Native Encoding or WAV Encoding link. The File Download dialog box appears. 6 Click Save this file to disk and click the OK button. The Save As dialog box appears. 7 From the Save in list box, navigate to where you want to save the file and click the Save button.
107 Nortel Networks Call Center Set Up and Operation Guide Chapter 9 Setting up Routing Tables About Routing Tables Routing tables determine how the system answers, holds and routes incoming calls to agents in your call center. You set up routing tables to handle incoming calls for each skillset. A call in a skillset receives the treatment specified by the routing table. The treatment can be a combination of greetings, transfers, distribution, and being on hold. If an agent becomes available, the call is sent to the available agent. Each skillset has a Day and a Night Routing Table. Set up the Day Routing Table for your business hours. Set up the Night Routing Table for your non-business hours. The maximum number of steps you can add to a routing table is 20. You can record the routing table steps you create in “Routing Tables” on page 178. About Intelligent routing Intelligent routing gives you tremendous flexibility in controlling how calls are routed. Intelligent routing includes these methods for moving a call, based on various conditions: Intelligent CLID/DNIS Routing • the ability to route calls according to Voice Button, CLID/ANI, DNIS, ISDN Calling Number • this routing is applied when the call first enters the Call Center • for information on CLID/DNIS routing, refer to “Setting up CLID/DNIS Routing” on page 43. Intelligent Caller Input Routing, Basic • the ability to route calls to the Automated Attendant, a CCR Tree, an operator or a skillset mailbox • this routing is applied when callers press a key in response to instructions in a greeting Intelligent Caller Input Routing, Advanced • includes the Basic capabilities plus the ability to create rules that route calls to other skillsets and locations depending on the caller input • is available if you use Professional Call Center Intelligent Overflow Routing • routes calls to extensions, mailboxes, external phone number, the Automated Attendant, the skillset mailbox or CCR Tree as a transfer target • lets you change the priority of the call • is available if you use the Business Communications Manager 2.5 system
108 Chapter 9 Setting up Routing Tables P0919436 03 Intelligent Overflow Routing Use Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset for an agent. You can specify that a waiting call: • overflows to one or more skillsets and keeps its conditions and original skillset greetings • moves to another skillset where the call loses its conditions, becomes part of the new skillset, and hears the new skillset greetings. The system tracks the total length of the call from the time the call enters the system until it is answered. • transfers to the skillset mailbox • transfers to an extension, mailbox, external telephone number, CCR Tree, Automated Attendant or operator • changes in priority level Intelligent Overflow Routing handles calls differently depending on the rules that you create. Each rule is based on a mode, one or more conditions, and one or more actions. Mode Intelligent Overflow Routing looks at the mode the skillset is in to determine how to handle a call. A skillset can be in Day mode, Night mode, or 24 Hour Service. Each mode can have its own rules for how to handle calls. The default mode is Day. Condition After Intelligent Overflow Routing determines what mode the skillset is in, Intelligent Overflow Routing determines what conditions apply to the call. The two possible conditions are: • Whether the timer expires. You set the length of time a call waits for an agent before the call is sent to the destination that you specify. The maximum time a call can wait is 59:59. When a call enters a skillset, the timer starts at 00:00. Overflow rules are applied according to the time a call is in a skillset, not according to the total time a call is in the system. For example, if you set up skillset 1 to move a call to skillset 2 after five minutes, and you set up skillset 2 to move a call to skillset 1 after two minutes, a call in skillset 1 will be moved to skillset 2 after five minutes. The call will move back to skillset 1 after an additional two minutes, then back to skillset 2 after an additional five minutes. • Whether there are agents logged on to the skillset. If there are no agents logged on to the skillset, the call is sent to the destination that you specify. If you select the Agents Not Logged In check box, the overflow rule applies if there are no agents logged on to the skillset. If you do not select the Agents Not Logged On check box, the overflow rule applies if there are agents logged on to the skillset. Note: Overflow rules apply only after Routing Table steps are completed. Note: You can select both conditions within the same rule.
Chapter 9 Setting up Routing Tables 109 Nortel Networks Call Center Set Up and Operation Guide Action When Intelligent Overflow Routing determines that a condition is met for the call, the call goes to the destination you specify. Possible actions are: • moving the call to a new skillset. The caller hears the greetings for the new skillset. • overflowing the call to one or more skillsets. The caller continues to hear the greetings from the original skillset. • sending the call to the skillset mailbox • transferring the call to an extension, external number, mailbox, Automated Attendant, CCR Tree or operator • changing the priority of the call
110 Chapter 9 Setting up Routing Tables P0919436 03 Examples of Intelligent Overflow Routing rules Intelligent Overflow Routing gives you flexibility in setting the rules for how calls are handled. The following tables show examples of different ways you can configure Intelligent Overflow Routing rules. Example 1 In this example, calls to the call center go to skillset 1, which is the company’s service department. If a call is not answered by an agent within two and a half minutes, the call overflows to skillsets 2 and 3, the sales department skillsets. An agent from any of the three skillsets can answer the call. The Call Center Administrator: • selects the Day service mode • sets the timer for 2 minutes and 30 seconds • selects Overflow to Skillset as the action • selects skillsets 2 and 3 Mode Conditions Action Explanation Day 02:30 Overflow: 2,3 This Intelligent Overflow Routing rule applies only if there are one or more agents are logged on. If a call is not answered by an agent before 2 minutes and 30 seconds, the call overflows to skillsets 2 and 3. When a call overflows, it also remains queued at the original skillset destination. Note: If you want calls to overflow to multiple skillsets, specify all the skillsets in the same rule. The call bypasses skillsets with busy agents and overflows to the next skillset with an available agent.
Chapter 9 Setting up Routing Tables 111 Nortel Networks Call Center Set Up and Operation Guide Example 2 In this example, calls to the call center go to skillset 1, which is the company help line. If there are no agents logged on to the help line, the call moves to skillset 2, which is the company’s service department. When a call moves to a new skillset, it does not remain queued at the original skillset destination. The Call Center Administrator: • selects the Day service mode • selects the Agents not logged in check box • selects Move to Skillset as the action • selects skillset 2 Example 3 In this example, calls to the call center go to skillset 1, which is the company help line. If no agents are logged on to skillset 1, the call immediately moves to skillset 2. If agents are logged on to skillset 1 and the call is not answered within two and a half minutes, the call transfers to the skillset mailbox where the caller can leave a message. The Call Center Administrator creates two rules. In the first rule the Call Center Administrator: • selects the 24 Hour service mode • selects the Agents not logged in check box • selects Move to Skillset as the action • selects skillset 2 In the second rule the Call Center Administrator: • selects the 24 Hour service mode • sets the timer to 2 minutes and 30 seconds • selects the skillset mailbox as the action Mode Conditions Action Explanation Day No Agents Move to Skillset 2 Intelligent Overflow Routing checks to see whether agents are logged on to skillset 1, but does not check the timer. If there are no agents logged on to skillset 1, the call moves to skillset 2 and gets the new greetings for skillset 2. When a call moves to a new skillset, it does not remain queued at the original skillset destination. Mode Conditions Action Explanation 24 Hour No Agents Move to Skillset 2 The call moves to skillset 2 if no agents are logged on. If agents are logged on and the call is not answered within 2 minutes and 30 seconds, the call transfers to the skillset mailbox. 24 Hour 02:30 Skillset Mailbox
112 Chapter 9 Setting up Routing Tables P0919436 03 Example 4 In this example, calls to the call center go to skillset 1, which is the company’s help line. If the call is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1, the call overflows to skillset 2, which is the service department. If the call is not answered within an additional two minutes, the call transfers to the skillset mailbox where the caller can leave a message. The Call Center Administrator creates two rules. In the first rule the Call Center Administrator: • selects the Day service mode • sets the timer to 2 minutes and 30 seconds • selects the Agents not logged in check box • selects Overflow to skillset as the action • selects skillset 2 In the second rule the Call Center Administrator: • selects the Day service mode • sets the timer to 4 minutes and 30 seconds • selects the skillset mailbox as the action Example 5 In this example, calls to the call center go to skillset 1, which is the company’s help line. The Night Service Mode is set to start at 6:00 pm. After 6:00 pm there are no other skillsets with agents logged on. If no agents are logged on to skillset 1 or if the call is not answered by an agent within two and a half minutes, the call transfers to the skillset mailbox. In this example, the Call Center Administrator inserts two rules. The Call Center Administrator: • selects the Night service mode for both rules • sets the timer to 2 minutes and 30 seconds as the condition for the first rule • selects the Agents not logged in check box as the condition for the second rule • selects the skillset mailbox as the action for both rules Mode Conditions Action Explanation Day 02:30 and No Agents Overflow: 2 The call overflows to skillset 2 after the call is in skillset 1 for 2 minutes and 30 seconds and if there are no agents logged on to skillset 1. If the call is not answered within an additional 2 minutes the call transfers to the skillset mailbox. Day 04:30 Skillset Mailbox Mode Conditions Action Explanation Night 02:30 Skillset Mailbox The call transfers to the skillset mailbox if the call is not answered within 2 minutes and 30 seconds. Night No Agents Skillset Mailbox The call transfers to the skillset mailbox if there are no agents logged on to skillset 1.
Chapter 9 Setting up Routing Tables 113 Nortel Networks Call Center Set Up and Operation Guide Example 6 In this example, calls to the call center go to skillset 1, which is the company’s order desk. Skillset 1 agents are the company’s experienced sales agents. If no agents are logged on to skillset 1 and if the call is not answered by an agent within two and a half minutes, the call overflows to skillset 2. Skillset 2 agents are the company’s less experienced sales agents. The Call Center Administrator: • 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 action • selects skillset 2 Example 7 In this example, calls to the call center are answered by skillset 1, the company’s sales skillset. If a call is not answered within 10 seconds, it overflows to skillsets 2, 3 and 4. If the call is not answered within an additional 20 seconds, the call goes to the skillset 1 mailbox. The Call Center Administrator creates two rules. In the first rule the Call Center Administrator: • selects the Day service mode • sets the timer to 10 seconds • sets Overflow as the action • selects skillsets 2, 3 and 4 In the second rule the Call Center Administrator: • selects the Day service mode • sets the timer to 20 seconds • selects the skillset mailbox as the action Mode Conditions Action Explanation Day 02:30 and No Agents Overflow: 2 The call overflows to skillset 2 if the call is not answered within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1. Mode Conditions Action Explanation Day 00:10 Overflow: 2, 3, 4 The call overflows to skillsets 2, 3 and 4 if the call is not answered within 10 seconds. The call goes to the skillset mailbox if it is not answered within an additional 20 seconds. Day 00:20 Skillset Mailbox Note: We recommend a minimum of 10 seconds between timer rules.
114 Chapter 9 Setting up Routing Tables P0919436 03 Assigning Intelligent Overflow Routing to a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Overflow link for the skillset you want to add Intelligent Overflow Routing to. The Overflow Rule Table page appears. 5 Click the Insert link for Rule 1. The Overflow Rule page appears. 6 From the Service Mode list box select Day, Night or 24 Hour.
Chapter 9 Setting up Routing Tables 115 Nortel Networks Call Center Set Up and Operation Guide 7 Select the Timer check box if you want Intelligent Overflow Routing to time how long the call waits, and enter the time that a call waits in the skillset before it goes to the destination that you specify. 8 Select the Agents Not Logged In check box to if you want Intelligent Overflow Routing to check whether there are agents logged on to the skillset or do not select the Agents Not Logged In check box and Intelligent Overflow Routing does not check to see if agents are logged on to the skillset. 9 At the Action option, select the destination for calls: • to send the call to another skillset, select Move to Skillset, and from the list box select the skillset you want to move to call to. If you also want to change the priority of the call, from the New Call Priority list box select a new priority for the call. The default is 10. • to send the call to the skillset mailbox, select Send to Skillset Mailbox • to overflow the call to another skillset: — Select Overflow to Skillset and click the Specify link. The Overflow to Skillset Configuration page appears. — Select the check box for the skillset you want to overflow to, and click the Submit button. — If you want to change the priority of the call, from the New Call Priority list box select a new priority for the call. The default is 10. • to transfer the call to an extension, select Transfer to Extension and enter the extension number • to transfer the call to a mailbox, select Transfer to Mailbox and enter the mailbox number • to transfer the call to an external number: — Select Transfer to External — Enter the external number — From the Outdial list box select Line, Pool or Route — If you select Line or Pool, enter the line or line pool number • to transfer the call to the Automated Attendant, select Transfer to Auto Attendant • to transfer the call to an operator select Transfer to Operator • to transfer the call to a CCR Tree, select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to 10 Click the Submit button. Note: You or the System Administrator must set up a CCR Tree before callers can transfer to it. For how to set up a CCR Tree, refer to the CallPilot Manager Set Up and Operation Guide.
116 Chapter 9 Setting up Routing Tables P0919436 03 Moving an Intelligent Overflow rule After you create an Intelligent Overflow rule, you can move it to another location in the Overflow Rule Table. Intelligent Overflow rules are applied to calls in the order that the rules appear in the Overflow Rule Table. To move a rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Overflow link for the skillset that has the rule you want to move. The Overflow Rule Table page appears. 5 Click the Move link for the rule you want to move. The Overflow Rule Table - Move page appears. 6 Click the Here link for the location you want to move the rule to. The Overflow Rule Table page shows the rule in its new location. 7 Click the Close button.
Chapter 9 Setting up Routing Tables 117 Nortel Networks Call Center Set Up and Operation Guide Modifying an Intelligent Overflow Rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Overflow link for the skillset with the rule you want to modify. The Overflow Rule Table page appears. 5 Click the Modify link for the rule you want to modify. The Overflow Rule page appears. 6 Change the mode, conditions or actions for the rule. 7 Click the Submit button. The modified rule appears in the Overflow Rule Table page. 8 Click the Close button. Deleting an Intelligent Overflow Rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Overflow link for the skillset with the rule you want to delete. The Overflow Rule Table page appears. 5 Click the Delete link for the rule you want to delete. A message appears that asks you to confirm the deletion. 6 Click the OK button. The rule is deleted from the Overflow Rule Table page. 7 Click the Close button.
118 Chapter 9 Setting up Routing Tables P0919436 03 Day and Night Routing Tables Fax Detection Call Center can detect fax calls and route them to a skillset mailbox. If you want Call Center to detect incoming faxes, you must make your first routing table step: • a Greeting step • with Forced Play • without a transfer • with a greeting that is a minimum of 11 seconds long Fax Detection applies only if a fax machine is attempting to transmit a fax at the start of a greeting. If a fax transmission starts several seconds after the start of a greeting, it is possible for the fax tone not to be detected. If you do not set up the routing table so it detects a fax call, some fax calls can be routed to agents, and some fax calls can be routed to the routing table’s skillset mailbox. To enable a routing table to detect fax calls, change the first step. As you create routing tables, each table shows whether it detects faxes. This routing table detects fax calls. Its first step is a Greeting step: • that is 11 seconds or longer • that is Forced Play • that does not have a transfer This routing table does not guarantee fax detection.
Chapter 9 Setting up Routing Tables 119 Nortel Networks Call Center Set Up and Operation Guide About types of Routing Table steps You can add these types of steps to routing tables: Greeting A Greeting step plays a greeting to callers waiting in a skillset. You assign greeting parameters to each greeting. After the greeting plays, the call goes to the next routing step. If there is no next step, the call ends. Distribute for During a distribute for step, calls wait to be distributed to agents. If no agents are available before the distribution time expires, the call goes to the next step in the routing table. If there is no next step set up in the routing table, the call ends. The minimum distribution time is zero and the maximum distribution time is 59 minutes and 59 seconds. The default distribution time is 30 seconds. Goto A Goto step is the last step in a routing table. A Goto step moves the caller to an earlier routing step. For example, if a Goto step points to step 1, the call goes back to step 1 and repeats the steps. The steps are repeated until an agent becomes available or the caller leaves a message in the skillset mailbox. The first step in a routing table cannot be a Goto step because there are no possible target steps yet. A Goto step cannot point to itself. For example, if step 6 is a Goto step, you cannot assign 20 as a target Goto step. Transfer A transfer step can transfer calls to: • an extension • a mailbox • an external number • the Automated Attendant • an operator • a CCR Tree Disconnect A Disconnect step releases calls from the skillset. If the first step in a routing table is a Disconnect, Call Center does not answer the call. Note: Overflow rules apply only after Routing Table steps are completed.
120 Chapter 9 Setting up Routing Tables P0919436 03 Greeting step parameters You can assign these parameters to greeting steps. If the first step in a routing table is a Greeting step, it can detect fax calls and route them to the skillset mailbox for the routing table. For more information refer to “Fax Detection” on page 118. Forced Play Enable Forced Play for a greeting that contains important information that you want callers to hear. If an agent becomes available while a caller is listening to a Forced greeting, the greeting is not interrupted. The caller must listen to the entire greeting. If you do not enable Forced Play, when an agent becomes available the greeting is interrupted and the call goes to the available agent. Limit the number of Forced Play greetings and keep Forced Play greetings as short as possible. Long Forced Play greetings increase the transfer time of calls to agents and cause unpredictable increases in distribution times. For more information, refer to “Routing Table administration” on page 162. Intelligent Caller Input Routing, Basic While the greeting plays callers can: • press Ú to transfer to the Automated Attendant • press â to transfer to the Operator • press á to leave a message in the skillset mailbox • press Û to transfer to a CCR Tree These are the default keypad buttons. You can change the keypad buttons. Ensure that the Non-business hours greetings have Intelligent Call Input Routing, Basic enabled so that callers can direct how they transfer their calls. Intelligent Caller Input Routing, Advanced Advanced Intelligent Caller Input Routing is available if you use Professional Call Center. Intelligent Caller Input Routing, Advanced uses the Caller Input Rules you create to change the priority and route calls to other skillsets or locations based on caller multi-digit DTMF input. Callers enter a sequence of DTMF digits such as a charge card number or passcode. The caller input is used to determine call treatment. Based on the caller input, the call can change in priority and/or be routed to: • the Automated Attendant • the Operator • the skillset mailbox • a CCR Tree • a mailbox • an extension • an external number • another skillset Intelligent Caller Input Routing, Advanced parameters: • Retries is 0-5, default is 2. This is the number of times a Data Entry step repeats itself on a caller entry error. • The Caller Input Rules Table is 1-9, default 1. This is the rules table used for processing the route step. No Intelligent Caller Input Routing While the greeting plays callers cannot press a dialpad button to transfer their call. Call Center ignores buttons pressed on the dialpad. The greeting plays without interruption. This is the default setting. At the end of the greeting, the caller goes to the next routing step. If there is no next step, the call ends.
Chapter 9 Setting up Routing Tables 121 Nortel Networks Call Center Set Up and Operation Guide Adding a Greeting step Greeting steps play a message to waiting callers. To add a Greeting step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillsets List page appears. 4 Click the Day or the Night link for the skillset to which you want to add a greeting step. The Day or the Night Routing Table page appears.
122 Chapter 9 Setting up Routing Tables P0919436 03 5 Click the Insert link. The Routing Step page appears. 6 At the Step Type option, select Greeting and enter the greeting number you want to use. 7 If you want the caller to listen to the entire message before they transfer to an agent, select the Forced Play check box. 8 At the Intelligent Caller Input Routing option, select how you want callers to be able to transfer their calls: • Select None if you do not want callers to be able to transfer their calls. • Select Basic if you want callers to be able to transfer to the Automated Attendant, operator, skillset mailbox or a CCR Tree. Select the transfers available to callers: — Select the Auto Attendant check box if you want callers to be able to transfer to the Automated Attendant. By default callers press Ú to transfer to the Automated Attendant. You can assign a different dialpad button by selecting a number from the list box.
Chapter 9 Setting up Routing Tables 123 Nortel Networks Call Center Set Up and Operation Guide — Select the Operator check box if you want callers to be able to transfer to the Operator. By default callers press â to transfer to the Operator. You can assign a different dialpad button by selecting a number from the list box. — Select the Skillset Mailbox check box if you want callers to be able to transfer to the skillset mailbox. By default callers press á to transfer to the skillset mailbox. You can assign a different dialpad button by selecting a number from the list box. — Select the CCR check box if you want callers to be able to transfer to a CCR Tree. By default callers press Û to transfer to a CCR Tree. You can assign a different dialpad button by selecting a number from the list box. From the Tree list box select the CCR Tree you want callers to transfer to. • Select Advanced if you want callers to be able to enter multiple digits such as a passcode or a credit card number. Select the Advanced parameters: — From the Retries list box select the a number between 0 and 5. The default is 2. This is the number of times a Data Entry step repeats itself on a caller entry error. — From the Caller Input Rules Table list box select a number between 1 and 9. The default is 1. This is the rules table used for processing this route step. You must have created rules in the Caller Input Rules Table. For more information, refer to “Creating Caller Input Rules” on page 137. 9 Click the Submit button. The Greeting step appears in the Routing Table list. 10 Click the Close button to return to the Skillset list. Note: You or the System Administrator must set up a CCR Tree before callers can transfer to it. For how to set up a CCR Tree, refer to the CallPilot Manager Set Up and Operation Guide.
124 Chapter 9 Setting up Routing Tables P0919436 03 Adding a Distribute for step Distribute for steps put callers on hold while they wait for an agent. To add a Distribute for step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Day or the Night link for the skillset you want to add a distribution step to. The Day or Night Routing Table page appears for the skillset. 5 Click the Insert link for the step you want to add a Distribute for step to. The Routing Step page appears. 6 Click the Distribute for option. 7 In the Distribute for box enter the longest time in minutes and seconds that callers can wait on hold in this step. 8 Click the Submit button. The Distribute For step appears in the Routing Table list. 9 Click the Close button to return to the Skillset list.
Chapter 9 Setting up Routing Tables 125 Nortel Networks Call Center Set Up and Operation Guide Adding a Goto step Goto steps send a caller to another step in the routing table. You can add a Goto step only to the end of a routing table. To add a Goto step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset link. The Skillset List page appears. 4 Click the Day or the Night link for the skillset you want to add a Goto step to. The Day or the Night Routing Table page appears. 5 Click the Insert link for the step you want to add a Goto step to. The Routing Step page appears. 6 Click the Goto Step option. 7 From the Goto Step list box select the number of the Routing Table step you want to send callers to. 8 Click the Submit button. The Goto step appears in the Routing Table list. 9 Click the Close button to return to the Skillset List page.
126 Chapter 9 Setting up Routing Tables P0919436 03 Adding a Transfer step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Day or the Night link for the skillset you want to add a Transfer step to. The Day or the Night Routing Table page appears. 5 Click the Insert link for the step you want to add a Transfer step to. The Routing Step page appears. 6 Select where you want to transfer the call to: • if you want to transfer the call to an extension, select Transfer to Extension and enter the extension • if you want to transfer the call to a mailbox, select Transfer to mailbox and enter the mailbox number • if you want to transfer the call to an external number: — select Transfer to external and enter the external number — from the Outdial Method list box select Line, Pool or Route — if you select Line or Pool, in the Line/Pool# box enter the line or line pool number • if you want to transfer the call to the Automated Attendant, select Transfer to Auto Attendant • if you want to transfer the call to the operator, select Transfer to Operator • if you want to transfer the call to a CCR Tree, select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to. 7 Click the Submit button. The Transfer step appears in the Routing Table list. 8 Click the Close button to return to the Skillset list. Note: You or the System Administrator must set up a CCR Tree before callers can transfer to it. For how to set up a CCR Tree, refer to the CallPilot Manager Set Up and Operation Guide.
Chapter 9 Setting up Routing Tables 127 Nortel Networks Call Center Set Up and Operation Guide Adding a Disconnect step Disconnect steps release a call from the skillset it is in. If the first step in a routing table is a Disconnect step, Call Center does not answer the line. To add a disconnect step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillsets List page appears. 4 Click the Day or the Night link for the skillset you want to add a disconnect step to. The Day or the Night Routing Table page appears. 5 Click the Insert link for a step in the routing table. The disconnect step is added before this step. To add the disconnect step to the end of the routing table, click the Insert link for the End step. If the Routing Table is full the End step does not appear. The Routing Step page appears. 6 Click the Disconnect option. 7 Click the Submit button. The Disconnect step appears in the Routing Table list. 8 Click the Close button to return to the Skillset List page.
128 Chapter 9 Setting up Routing Tables P0919436 03 Assigning Routing Table hours of operation To assign the routing table hours of operation for each day of the week, you set the start times for the Day and Night Routing Tables for each skillset. The start times determine which routing table is used for the skillset. You can also leave the default as 24 hour operation. If you select 24 hour operation, the skillset uses the Day Routing Table only for that day. To assigning hours of operation to a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the ServiceMode link for the skillset you want to set up. The Skillset Service Mode page appears.
Chapter 9 Setting up Routing Tables 129 Nortel Networks Call Center Set Up and Operation Guide 5 For each day of the week set the hours of operation for the skillset: • to have the skillset operate in 24 hour mode, leave the 24 hr Service check box selected for that day • to set the start time for the Day Routing Table, in the Day Start Time box enter the start time in 24 hour format • to set the start time for the Night Routing Table, in the Night Start Time box enter the start time in 24 hour format 6 Click the Submit button.
130 Chapter 9 Setting up Routing Tables P0919436 03 Setting the Service Mode for skillsets You must set the Service Mode the skillset uses so that calls are answered correctly. Before you set the Service Mode you must: • configure a skillset • set up at least a Day Routing Table for the skillset The default Call Center Service Mode is 24 hour operation. You can change the hours of operation using the Operator Feature Code (²á¡Û). There are six possible Service Modes: To set the Service Mode for a skillset Auto The skillset uses the Automatic Service Mode. You must configure both the Day and Night Routing Tables before you can assign the Automatic Service Mode to the skillset. Day The skillset uses the Manual Service mode and the Day Routing Table. You must configure the Day Routing Table before you can assign the Manual Service Mode and the Day Routing Table. Night The skillset uses the Manual Service mode and the Night Routing Table. You must configure the Night Routing Table before you can assign the Manual Service Mode and the Night Routing Table. 24 Hour The skillset uses the Day Routing Table only. You must configure the Day Routing Table for 24 hour operation to use this Service Mode. Uninit The skillset is not configured. You must configure the skillset before you can assign the Service Mode. Invalid You have only partially configured the skillset. You cannot enable this skillset. Note: If you originally configure the skillset with a Day Routing Table only and enable the skillset, Call Center will recognize the Service Mode as Day. Afterwards, if you and add a Night Routing Table, Call Center still recognizes the Service Mode as Day. You must set the Service Mode to Auto to get Call Center to function in the Auto Service Mode. 1 Press ²·°¤. Enter the default Operator password fl‡‹‡¤°fl‡, (Operator) and press OK or if you changed the default Operator password, enter the new password and press OK. 2 Press MODE. 3 This display appears briefly. Pswd: RETRY OK Choose option OPER MODE Call Center
Chapter 9 Setting up Routing Tables 131 Nortel Networks Call Center Set Up and Operation Guide 4 The display shows the Service Mode for skillset 1. In this example, skillset 1 is in Auto mode. Press CHNG if you want to change the Service Mode to Day or Night or press VIEW if you want to view the details for the Service Mode or press NEXT if you have a Day Routing Table for skillset 2. 5 The display shows the Service Mode for skillset 2. In this example, skillset 1 is in Auto mode. Press CHNG if you want to change the Service Mode to Day or Night or press VIEW if you want to view the details for the Service Mode or press NEXT. 6 The session ends when the Service Modes for all skillsets has been displayed. Note: Remember to manually choose the Day Routing Table or the Automatic Service Mode when your business returns to regular hours. Mode 1: Auto CHNG VIEW NEXT Mode 2: Day CHNG NEXT Exit
132 Chapter 9 Setting up Routing Tables P0919436 03 Example of a Day Routing Table To set up the routing table steps in shown in “Example of Day Routing Table steps”, follow the procedure “To set up the Day Routing Table example”. Example of Day Routing Table steps To set up the Day Routing Table example 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List link appears. 4 Click the Day link for Skillset 1. The Day Routing Table page appears. 5 Click the Insert link. The Routing Step page appears. Greeting 1 is assigned by default. 6 Select the Forced Play check box. 7 At the Intelligent Caller Input Routing option select None. 8 Click the Submit button. The Greeting step appears as step 1 in the Day Routing Table list. 9 Click the Insert link for the End step. The Routing Step page appears. 10 Click the Distribute for option. Step number Type of step Step parameters 1 Greeting Greeting 1, information greeting Forced Transfer none enabled 2 Distribute for 1:00 (one minute) 3 Greeting Greeting 2, general company greeting Not forced play Intelligent Call Input Routing, Basic with defaults 4 Distribute for Accept default - distribute for 00:30 (thirty seconds) 5 Greeting Greeting 3, please wait greeting Not forced play Intelligent Call Input Routing, Basic with operator default 6 Goto Routing Table step 2
Chapter 9 Setting up Routing Tables 133 Nortel Networks Call Center Set Up and Operation Guide 11 In the Distribute for box enter the time 01:00. 12 Click the Submit button. The Distribute For step appears as step 2 in the Day Routing Table list. 13 Click the Insert link for the End step. The Routing Step page appears. The Greeting option is selected by default. 14 In the Greeting box type 2. 15 At the Intelligent Caller Input Routing option, select Basic. The Auto-Attendant, Operator, Skillset Mailbox and CCR check boxes are selected by default. The default DTMF digits for each destination are shown. 16 Click the Submit button. The Greeting step appears as step 3 in the Day Routing Table page. 17 Click the Insert link for the End step. The Routing Step page appears. 18 Select the Distribute for option. The default time of 00:30 is shown in the Distribute for box. 19 Click the Submit button. The Distribute for step appears as step 4 in the Day Routing Table list. 20 Click the Insert link for the End step. The Routing Step page appears. Greeting is selected by default. 21 In the Greeting box type 3. 22 At the Intelligent Caller Input Routing option select Basic. 23 Clear the Auto-Attendant, Skillset Mailbox and CCR check boxes so that just the Operator check box is selected. 24 Click the Submit button. The Greeting step appears as step 6 in the Day Routing Table list. 25 Click the Insert link of the End step. The Routing Step page appears. 26 Select the Goto step option. 27 From the Goto step list box select 2. 28 Click the Submit button. The Goto step appears as step 6 in the Day Routing Table list. 29 Click the Close button to return to the Skillset List page.
134 Chapter 9 Setting up Routing Tables P0919436 03 Example of a Night Routing Table To set up the routing table steps shown in “Example of Night Routing Table steps”, follow the procedure “To set up the Night Routing Table example”. Example of Night Routing Table steps To set up the Night Routing Table example 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Night link for Skillset 1. The Night Routing Table page appears. 5 Click the Insert link. The Routing Step page appears. The Greeting option is selected by default. 6 In the Greeting box, type 6. 7 At the Intelligent Caller Input Routing option, select Basic. 8 Click the Submit button. The Greeting step appears as step 1 in the Night Routing Table list. 9 Click the Insert link for the End step. The Routing Step page appears. 10 Select the Disconnect option. 11 Click the Submit button. The Disconnect step appears as step 2 in the Night Routing Table list. 12 Click the Close button to return to the Skillset List page. Step number Type of step Step parameters 1 Greeting Greeting 6, non-business hours greeting Not forced play Intelligent Call Input Routing, Basic 2 Disconnect There are no parameters for the Disconnect option.
Chapter 9 Setting up Routing Tables 135 Nortel Networks Call Center Set Up and Operation Guide Changing a Routing Table You must disable a skillset before you can change its routing table. For how to disable a skillset refer to “Disabling a skillset” on page 53. Reviewing Routing Table steps You can review the steps for enabled skillsets. 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Day or Night link for the skillset whose routing table steps you want to review. The Day or Night Routing Table page appears. 5 Click the View link to view the steps. 6 After you review the steps, click the Close button. Modifying Routing Table steps You must disable a skillset before you can modify its routing table steps. For how to disable a skillset refer to “Disabling a skillset” on page 53. 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List heading. The Skillset List page appears. 4 Click the Day or the Night link for the skillset with the routing table you want to change. The Day or the Night Routing Table page appears for the skillset. To Follow the procedure Insert steps “Adding a Greeting step” on page 121 “Adding a Distribute for step” on page 124 “Adding a Goto step” on page 125 “Adding a Transfer step” on page 126 “Adding a Disconnect step” on page 127 Review steps “Reviewing Routing Table steps” on page 135 Modify steps “Modifying Routing Table steps” on page 135 Delete steps “Deleting Routing Table steps” on page 136
136 Chapter 9 Setting up Routing Tables P0919436 03 5 Click the Modify link for the step you want to change. The Routing Step page appears. 6 Make the changes you want to the routing table step. 7 Click the Submit button. The changed step appears in the Routing Table list. 8 Click the Close button to return to the Skillset List page. Deleting Routing Table steps You must disable a skillset before you can delete its routing table steps. For how to disable a skillset refer to “Disabling a skillset” on page 53. 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Day or the Night link for the skillset with the step you want to delete. The Day or the Night Routing Table page appears for the skillset. 5 Click the Delete link for the step you want to delete. A message appears that asks you to confirm the deletion. 6 Click the OK button. The step is deleted from the Routing Table list. 7 Click the Close button to return to the Skillset List page.
Chapter 9 Setting up Routing Tables 137 Nortel Networks Call Center Set Up and Operation Guide Creating Caller Input Rules If you use Professional Call Center, you can create Caller Input Rules that route calls to other skillsets or locations based on caller multi-digit DTMF input. Caller Input Rules let you identify callers depending on what kind of services your call center has. For example, callers can enter a passcode to access a special service line. Refer to “An example of using Intelligent Caller Routing, Advanced” on page 141 for an example of how to use Caller Input Rules in your call center. You can create up to 2,000 Caller Input Rules for each table. Each rule has a Match String, and an Action. The Match String is the string of digits that is checked, and the Action is the routing applied to calls that match the rule. The list of Caller Input Rules is sorted numerically by Match String. If strings overlap, longer, more-specific strings appear before shorter, less-specific strings. To create a Caller Input Rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Caller Input Rules link. The Caller Input Rules Tables page appears. Note: When you record the greetings you want to use for Caller Input, include that the caller must press £ after they enter their input. For example, If you have a personal identification number, please enter it now, followed by the # key.
138 Chapter 9 Setting up Routing Tables P0919436 03 4 Click the Change link for the Caller Input Rules Table you want to add a rule to. The Rule Table Properties page appears. 5 Select Fixed or Variable, depending on whether you want to create a rule that applies to a dialstring of a fixed or variable length: • If you select Fixed, in the Fixed box enter the number of digits allowed. The fixed length can be from 1 to 50 digits. • If you select Variable, in the Variable boxes type the minimum to the maximum range of caller input digits. The minimum value must be 1 or greater. The maximum value must be anything greater than the minimum value, up to 50. 6 Click the Submit button. You return to the Caller Input Rules Tables page. 7 Click the Rules link for the table you want to create a rule for. The Match Table page appears.
Chapter 9 Setting up Routing Tables 139 Nortel Networks Call Center Set Up and Operation Guide 8 Click the Add button. The Match Rule Setup page appears. 9 In the Match String box type the string you want to match. You can use # and * as wildcard characters. For information on using wildcard characters refer to “Using wildcard characters” on page 141. 10 Select an action for how you want to route the call: • if you want to transfer the call to another skillset: — select Move to Skillset — from the list box select the number of the skillset you want to transfer the call to. — if you want to change the priority of the call, select a number between 1 and 20 from the New Call Priority list box. The default is 10. • if you want to transfer the call to the skillset mailbox, select Send to Skillset Mailbox • if you want to transfer the call to an extension, select Transfer to Extension and in the box type the extension number you want to transfer the call to • if you want to transfer the call to a mailbox, select Transfer to Mailbox and in the box type the mailbox number you want to transfer the call to • if you want to transfer the call to an external number: — select Transfer to External — in the box type the number you want to transfer the call to — from the Outdial Method list box select an outdial method
140 Chapter 9 Setting up Routing Tables P0919436 03 — if you select Line or Pool, in the Line/Pool# box type the line or line pool number used • if you want to transfer the call to the Automated Attendant, select Transfer to Auto Attendant • if you want to transfer the call to the operator, select Transfer to Operator • if you want to transfer the call to a CCR Tree, select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to • if you want to the call to remain in its skillset but you want to change the call’s priority within the skillset, select Change Call Priority Only and from the New Call Priority list box select a priority between 1 and 20 for the call. The default is 10. 11 Click the Submit button. The rule you created appears in the Match Table. Repeat steps 8 through 11 if you want to add another rule to the table or click the Close button to return to the Caller Input Rules Tables page. Note: You or the System Administrator must set up a CCR Tree before callers can transfer to it. For how to set up a CCR Tree, refer to the CallPilot Manager Set Up and Operation Guide.
Chapter 9 Setting up Routing Tables 141 Nortel Networks Call Center Set Up and Operation Guide Using wildcard characters You can use the wildcard characters # and * in the match string: • # matches any single digit • * matches zero or more digits When you use the * wildcard character: • it can appear only once in a match string • it can appear only at the end of a match string • it cannot be the only character in a match string Some examples of using wildcard characters in the match string: An example of using Intelligent Caller Routing, Advanced The call center of Bridgestone Computers uses Intelligent Caller Routing, Advanced and Caller Input Rules to give some callers access to a special service line. Bridgestone Computers uses Professional Call Center, which gives them Intelligent Caller Routing, Advanced functionality. Customers who purchase equipment that is under warranty have an eight-digit personal identification number. When they call Bridgestone Computers’ service line and enter their personal identification number, their call receives priority handling in the call center. Here is how their call is handled: 1 The caller hears the greeting for the service line, which includes If you have a personal identification number, please enter it now, followed by the # key. 2 The caller enters their personal identification number. 3 If the caller enters their number incorrectly, the greeting can be repeated as many as three times, which is the number of retries the Call Center Administrator has set for Retries in Intelligent Caller Routing, Advanced. 4 If the caller enters their number correctly, Call Center compares the caller’s personal identification number with the Match String in the rules for Rules Table 1. 5 For Rules Table 1, the Call Center Administrator created a rule of a fixed length of eight digits because all personal identification numbers are eight digits long. 1111## Matches all account numbers 111100 to 111199 ######## Matches a credit card number with the correct number of digits #* Matches all valid input greater than 1 character
142 Chapter 9 Setting up Routing Tables P0919436 03 6 The Call Center Administrator created three rules for Rules Table 1: • rule 4709####. Customers with servers have a personal identification number that begins with 4709 • rule 5709####. Customers with desktop computers have a personal identification number that begins with 5709 • rule 6709####. Customers with laptop computers have a personal identification number that begins with 6709 7 The callers’ personal identification number is 67095233, which matches the rule for laptop computers. 8 The Call Center Administrator set up the rules in Rules Table 1 with these Actions: • a match for 4709#### sends callers to skillset 1 (servers) and changes the call priority to 1 • a match for 5709#### sends callers to skillset 2 (desktops) and changes the call priority to 1 • a match for 6709#### sends callers to skillset 3 (laptops) and changes the call priority to 1 9 The call enters skillset 3. Skillset 3 is the priority service skillset for laptops.
Chapter 9 Setting up Routing Tables 143 Nortel Networks Call Center Set Up and Operation Guide Changing a Caller Input rule You can change a caller input rule at any time. If you want to change the length for the rules in a Caller Input table, refer to “To change the rule length for a Caller Input Table” on page 143. If you want to change a specific rule in a table, refer to “To change a Caller Input Rule” on page 143. To change the rule length for a Caller Input Table 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Caller Input Rules link. The Caller Input Rules Tables page appears. 4 Click the Change link for the table you want to change. The Rule Table Properties page appears. 5 Make the appropriate change to the length. Select Fixed or Variable, depending on whether you want to create a rule that applies to a dialstring of a fixed or variable length: • If you select Fixed, in the Fixed box enter the number of digits allowed. The fixed length can be from 1 to 50 digits. • If you select Variable, in the Variable boxes type the minimum to the maximum range of caller input digits. The minimum value must be 1 or greater. The maximum value must be anything greater than the minimum value, up to 50. 6 Click the Submit button. To change a Caller Input Rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Caller Input Rules link. The Caller Input Rules Tables page appears. 4 Click the Rules link for the table that has the rule you want to change. The Match Table page appears. 5 Click the Change link for the rule you want to change. The Match Rule Setup page appears. 6 Make the changes you require to the Match String or Action. 7 Click the Submit button. The Match Table page appears with the changed rule. 8 Click the Close button to return to the Caller Input Rules Tables page or repeat steps 5 through 7 to change another rule.
144 Chapter 9 Setting up Routing Tables P0919436 03 Deleting a Caller Input rule You can delete a Caller Input rule at any time. To delete a Caller Input rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Caller Input Rules link. The Caller Input Rules Tables page appears. 4 Click the Rules link for the table with the rule you want to delete. The Match Table page appears. 5 Click the Delete link for the rule you want to delete. A message appears that asks you to confirm the deletion. 6 Click the OK button. The rule is deleted from the Match Table list. 7 Click the Close button to return to the Caller Input Rules Tables page. Clearing a Caller Input Rule Table If you clear a Caller Input Rule Table, you delete all the rules and rule length information from the table. To clear a Caller Input Rule Table 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Caller Input Rules link. The Caller Input Rules Tables page appears. 4 Click the Clear link for the table you want to clear. A message appears that asks you to confirm the deletion. 5 Click the OK button.
145 Nortel Networks Call Center Set Up and Operation Guide Chapter 10 Line administration Before Call Center can answer an incoming line, you must assign the line to be answered by a Call Center skillset. Refer to “A comparison of Basic and Professional Call Center” on page 13 for information on how many lines you can configure for your call center. The line numbers can be any line number from 1 to 500. For each line that you want Call Center to answer, you assign: • the line to be answered by Call Center • the skillset that calls on this line go to • the number of rings before the line is answered You can record your line answering information in the table “Line answering” on page 181. Configuring lines You must disable a skillset and wait until there are no calls in the skillset before you can add lines to it. You cannot add lines to a skillset while it is in use. Lines that are programmed to be answered by Call Center must not be programmed to be answered by another peripheral or application. To delay calls being answered, you can assign Call Center to answer incoming calls after a specified number of rings. The number of rings ranges from zero to 12. If the number of rings is zero, Call Center answers immediately. For lines equipped with Caller ID, you must set the number of rings to two or more. Caller ID information is not provided until just prior to the second ring, so if you set the number of rings to zero or one, Caller ID information is not relayed. Long distance charges start when a call is answered by Call Center. To minimize long distance charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state. Note: Target lines that are assigned to a B2 skillset cannot have their prime extension programmed as the Control DN of the skillset. This is restricted by the software. The recommended setting for these lines is blank. For information on how to program the prime extension, refer to the Business Communications Manager Programming Operations Guide or the Norstar System Coordinator Guide.
146 Chapter 10 Line administration P0919436 03 To configure a line 1 Start CallPilot Manager. 2 Click the Auto-Attendant heading. The Lines Administration page appears. 3 Click the Change link for the line you want to assign to a skillset. The Line Properties page appears. 4 From the Answer Mode list box, select Call Center. 5 In the Table/Skillset Number box type the number of the skillset you want to answer this line. 6 From the Number of rings box select the number of rings before Call Center answers. You must select a number from 0 to 12. 7 Click the Submit button.
Chapter 10 Line administration 147 Nortel Networks Call Center Set Up and Operation Guide Configuring several lines 1 Start CallPilot Manager. 2 Click the Auto-Attendant heading. 3 Click the Change Many Lines link. The Change Many Lines page appears. 4 In the From box type the number of the first line to add. 5 In the To box type the number of the last line to add. 6 From the Answer Mode list box select Call Center. 7 In the Table/Skillset Number box type the number of the skillset you want to answer these lines. 8 From the Number of rings list box select the number of rings before Call Center answers. You must select a number from 0 to 12. 9 Click the Submit button.
148 Chapter 10 Line administration P0919436 03 Setting the Answer Lines status The Answer Lines status determines whether Call Center answers the assigned lines. If the Answer Line status is set to Yes, Call Center answers the lines assigned as Call Center and CallPilot answers the lines assigned as AA. If the Answer Line status is set to No, neither Call Center nor CallPilot answers lines. To set the Answer Lines status 1 Press ²·°¤. Enter the Operator password, and then press OK. 2 Press OPER. 3 Press NEXT 4 Press NEXT. 5 Press CHNG. If you set Answer Lines to N the display shows Disabling... If you set Answer Lines to Y the display shows Enabling... 6 Press ¨ to end the session. Pswd: RETRY OK Choose option OPER MODE Atdt avail: N CHNG NEXT Business open: N CHNG NEXT Answer lines? N CHNG NEXT
149 Nortel Networks Call Center Set Up and Operation Guide Chapter 11 Setting up Call Center general properties Setting up Call Center includes assigning the language and setting up general Call Center properties. You can generate a System Configuration Report to see a snapshot of your Call Center settings. You can enable Software Authorization Codes if you want to increase the number of agents at your call center or enhance your call center with options such as Multimedia Call Center. Assigning the Call Center language The languages available for Call Center are the languages that are available for CallPilot. If you change the Call Center language, you also change the CallPilot language. To assign the Call Center language 1 Start CallPilot Manager. 2 Click the Configuration heading. 3 Click the System Properties link. The System Properties page appears.
150 Chapter 11 Setting up Call Center general properties P0919436 03 4 If you want to use a Primary and an Alternate language, select the Enable Bilingual check box. If you clear this check box alternate language prompts are not available. Disabling bilingual operation affects: • language designations for Automated Attendant greetings • voice prompt selections for callers who use the Automated Attendant • voice prompt selections for callers who transfer to mailbox greetings 5 Select a primary language from the Primary Language list box. Prompting for the Automated Attendant and CCR Trees occurs in this language. 6 Select an alternate language from the Alternate Language list box. The alternate language cannot be the same as the primary language. 7 Select the Canadian Pronunciation check box if you want voice prompts that include the letter z to be pronounced zed instead of zee. The Canadian Pronunciation check box appears only if North American English is the primary or alternate language. 8 Click the Submit button.
Chapter 11 Setting up Call Center general properties 151 Nortel Networks Call Center Set Up and Operation Guide General Call Center properties When you set up Call Center you must assign values for the general properties. The general Call Center properties are: Primary and Secondary alert times Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be a greater than the Primary alert time. You can have Primary and Secondary alerts for all the calls in the call center, or for just the calls waiting in skillsets that you are logged on to. If a call exceeds the Primary alert time: • a memory button indicator programmed with Display Waiting Calls (²áâá) flashes slowly. ²áâá flashes based on the status of all the calls in the call center. • a memory button indicator programmed with Agent Login (²áâÝ) flashes slowly. ²áâÝ flashes based on the status of the calls for the skillsets an agent is logged on to. If a call exceeds the Secondary alert time: • a memory button indicator programmed with Display Waiting Calls (²áâá) flashes quickly. ²áâá flashes based on the status of all the calls in the call center. • a memory button indicator programmed with Agent Login (²áâÝ) flashes quickly. ²áâÝ flashes based on the status of the calls for the skillsets an agent is logged on to. A slowly flashing indicator alerts you that a call has exceeded the Primary alert time. A quickly flashing indicator alerts you that a call has exceeded the Secondary alert time. The indicator stops flashing when the calls are handled. You assign alert times in minutes and seconds. There is no default value for alert times. For how to program a memory button, refer to “Programming a memory button with a Feature Code” on page 26. Note: Agents do not have to be logged on to see the Display Waiting Calls memory button flashing. A memory button must be programmed with the Display Waiting Calls Feature Code and the Primary alert time must be set up for the memory button to show waiting calls status.
152 Chapter 11 Setting up Call Center general properties P0919436 03 Reserved channels Reserved channels are voice channels that are reserved for use by Call Center. If you reserve channels you ensure that callers are played skillset announcements, and CallPilot does not use all of the voice channels. A reserved channel is used when: • a Call Center greeting plays to a caller • Off-premise Message Notification notifies you that there is a message in a skillset mailbox Master Client Address The Master Client Address is the address where the real time data stream for Call Center Reporting purposes is delivered. You must enter either the host name or the IP address of the computer that is running the Call Center Reporting Master Client. The Master Client Address appears only if you use Call Center Professional on a Business Communications Manager 2.5 system, or if you have purchased and enabled the Call Center Reporting Software Authorization Code. Contact your service representative if you are interested in the Call Center Reporting Software Authorization Code.
Chapter 11 Setting up Call Center general properties 153 Nortel Networks Call Center Set Up and Operation Guide Setting up general Call Center properties For information about the general Call Center properties refer to “General call center properties” on page 151. To set up the general Call Center properties 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the General Properties link. The Call Center Properties page appears. 4 To enable the Primary Alert, select the Primary Alert check box and enter the Primary Alert time. 5 To enable the Secondary Alert, select the Secondary Alert check box and enter the Secondary Alert time. The Secondary Alert time must be greater than the Primary Alert time. 6 If you use Call Center Reporting, in the Master Client Address box type the host name or IP address of the computer running the Call Center Reporting Master Client. The Master Client Address box is available only if you use Call Center Reporting. 7 From the Reserved Channels list box select the number of voice channels you want to reserve for Call Center. 8 Click the Submit button.
154 Chapter 11 Setting up Call Center general properties P0919436 03 System Configuration Report The System Configuration Report includes information about Call Center configuration. The Call Center information in the System Configuration Report: Call Center Parameters Lists the current Call Center general parameters. Voice Button Properties • whether Voice Button (Multimedia Call Center) is enabled or disabled • Server Address • Server Port Call Center agents Lists for each agent: • Agent ID • Agent name • Priority • Skillsets assigned • Automatic answer • Call type • Missed call • Supervisor status Call Center skillsets Lists for each skillset: • Skillset ID • Skillset Name • Control DN • Message Waiting Indicator extension • Method of Call Distribution • Not Ready time • Delay answer time Call Center Routing Tables Lists for each skillset: • Skillset number • Day Routing Table start time • Night Routing Table start time • Day Routing Table steps • Night Routing Table steps Call Center overflow • Skillset number • Skillset name • Enabled or disabled • Rule • Service Mode • Conditions • Actions Call Center Greetings Lists for each call center greeting: • Greeting number • Status (whether the greeting is recorded) • Skillsets that use the greeting
Chapter 11 Setting up Call Center general properties 155 Nortel Networks Call Center Set Up and Operation Guide To generate the System Configuration Report 1 Start CallPilot Manger. 2 Click the Reports heading. 3 Click the System Configuration link. The System Configuration Report appears. It can take several minutes to generate the report. 4 To print the report, click the Print button. 5 When you are finished printing or viewing the report, click the Close button. Call Center Intelligent CLID/ DNIS Routing • Line • CLID/ANI number • DNIS number • Action Call Center Intelligent Caller Input Routing Tables • Length of rule • Match string • Action
156 Chapter 11 Setting up Call Center general properties P0919436 03 Enabling Software Authorization Codes You enable software authorization codes to install Call Center, to increase the number of agents at your call center, and to enhance your call center with options such as Multimedia Call Center and Call Center Reporting. To enable a software authorization code for Business Communications Manager 2.5 1 Point your web browser to the URL http://IP address:6800 where IP address is the IP address of Business Communications Manager 2.5. The Business Communications Manager 2.5 Unified Manager screen appears. 2 Click the Configure button. The Login screen appears. 3 In the User ID box type the supervisor user ID. The default user ID is supervisor. 4 In the Password box type the supervisor password. The default password is visor. 5 Click the Login button. The Business Communications Manager screen appears. 6 Click the System key. 7 Click the Licensing heading. The Licensing Setting screen appears. 8 On the Configuration menu click Add a Keycode. The Applied Keycodes screen appears. 9 In the Keycode box type the number of the software authorization code for the option you want to install. 10 Click the Save button. 11 If you enable the software authorization code for Call Center or Professional Call Center, you must reboot your system by following steps 12 through 14. If you enabled any other software authorization codes you do not have to reboot your system. 12 Choose System in the navigation tree. The Logoff menu is enabled. 13 On the Logoff menu, click Reboot. A message appears that asks you to confirm your request to reboot. 14 Click the Yes button to reboot. Note: If you enable the software authorization code for Call Center or Professional Call Center, you must reboot your system.
Chapter 11 Setting up Call Center general properties 157 Nortel Networks Call Center Set Up and Operation Guide To enable a software authorization code for CallPilot 150 1 Start CallPilot Manager. 2 Click the Configuration heading. 3 Click the Installed Options link. The Installed Options page appears. 4 In the Keycode boxes type the software authorization code for the option you want to install. 5 Click the Add button. The option you installed appears in the Installed Options list. 6 If you enable the software authorization code for Call Center or Professional Call Center, you must reboot your system by performing step 7. If you enabled any other software authorization codes you do not have to reboot your system. 7 Reboot your system by removing and then reapplying power.
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159 Nortel Networks Call Center Set Up and Operation Guide Chapter 12 Monitoring Call Center call activity Monitoring call activity There are two ways that you and supervisors can monitor call activity at your call center. You can monitor call activity by viewing memory buttons that you program with ²áâá(Display Waiting Calls, Skillset Status) and ²áâÝ (Log on/Log off, Monitor Skillsets). For more information on this method of monitoring, refer to “Primary and Secondary alert times” on page 151. You can also use ²áâá to monitor the real-time status of call activity. As your call center receives calls, you can use ²áâá to view for each skillset: • the display waiting calls status (enabled or disabled) • the number of agents logged on • number of calls waiting • the longest time a call has been waiting Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can ask qualified agents to log on to the busy skillset. Note: You can monitor only incoming calls. You cannot monitor outgoing calls. If you want to monitor agents, ask them not to: • use Call Forward on Busy • use Do Not Disturb. • make conference calls while they are logged onto Call Center You cannot monitor agents who are using any of these features. Note: Multimedia Call Center Calls that do not have a PSTN component do not appear in Call Center Reporting. If a Multimedia Call Center agent logs on to their set but does not log onto their computer, the agent appears as logged on to the Call Center, but does not receive any calls. To check whether agents are taking calls, you can create a report in Call Center Reporting. If you have the Call Center Reporting option enabled, you can monitor and record call activity from a computer that is running Call Center Reporting.
160 Chapter 12 Monitoring Call Center call activity P0919436 03 Using Display Waiting Calls to monitor call activity In the example shown here, there are calls waiting in skillset 1. In this situation, after you monitor the skillsets, you can ask any qualified and available agents from another skillset to log on to skillset 1 until the calls in skillset 1 are handled. To monitor call activity in a skillset To monitor calls using a one line telephone You can monitor calls using a one line telephone. While you are using ²·âá, on a one line or a two line telephone you can: • press ⁄ for GOTO to enter the number of the skillset you want to monitor • press ¤ for SKILL to monitor the next enabled skillset • press Ü or ß for NEXT • press Ý for PREV to go to previous menu • press £ to go to the next menu • press ¥ to cancel the session 1 Press ²·âá. 2 Press NEXT to monitor skillset 1. In this example, skillset 1 is enabled and appears on the display first. If skillset 1 is not enabled, press NEXT to go to skillset 2. To monitor the next skillset, press SKILL at any time. 3 The display shows the number of agents logged on to skillset 1. Press NEXT. 4 The display shows the calls that are currently waiting to be answered by agents in skillset 1. Press NEXT. 5 The display shows that the call waiting the longest in skillset 1 has been waiting for four minutes. 6 Press ¨ to end the session or press NEXT to monitor skillset 2. Skill 1: Enabled SKILL NEXT 1: 7 agents SKILL NEXT 1: 2 calls SKILL NEXT 1: wait 4:00 SKILL NEXT
161 Nortel Networks Call Center Set Up and Operation Guide Chapter 13 Tips for operating Call Center This chapter provides tips to improve the operation of Call Center. Agent administration • Agents can log on to any telephone on the system. • Call Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an abandoned agent set. If an agent does not answer a call within a specified number of rings, the call returns to the skillset to be presented to another agent, and the telephone is placed into Auto Busy Mode by Call Center. The agent must manually cancel Auto Busy Mode to resume accepting calls. Skillset administration • If a call comes in on a line that belongs to a skillset with no available agents, the call is not answered until either the Delay Answer Time elapses or an agent becomes available for the call. During the Delay Answer period when the caller hears ringback, the line the call comes in on still rings on the sets configured to answer this line. If your call center has long Delay Answer Times (longer than about 10 seconds), specify to callers that their call is being tracked by Call Center. Otherwise, it is possible for callers not to understand the long ringback delay and hang up. Call Center greetings • Record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20 seconds, waiting callers must wait longer before they hear a greeting. The longest recorded greeting for a skillset affects the frequency with which callers hear greetings. If your greeting length times vary a lot, there is a very large variance in how often callers hear greetings. Therefore it is best to keep greetings similar lengths if possible, about 20 seconds each. • Ensure that when you record greetings that you use to transfer callers to a skillset mailbox you include in the greeting: “To leave a message in the mailbox press zero” (or the keypad button you designate for the skillset mailbox).
162 Chapter 13 Tips for operating Call Center P0919436 03 Routing Table administration • Use Forced Play greetings sparingly. If you use Forced greetings, keep them as short as possible. Many long Forced Play greetings slows transferring calls to agents and causes unpredictable increases in distribution times. Calls in other skillsets are not affected. • When a Forced Play greeting plays for the highest priority call in a skillset, the other lower priority calls in the skillset have to wait even if agents become available during this time. For example, the longest waiting call, which is the highest priority call, gets routed to a Forced Play greeting. Agents become available during the time that the highest priority call is played a Forced Play greeting. The result is that no calls in this skillset are routed to an agent until the Forced Play greeting is finished playing to the highest priority call. This guarantees that the highest priority call is answered before lower priority calls in the skillset. • Ensure that an Intelligent Caller Input Routing, Basic transfers calls to a skillset mailbox if you want callers to be able to press á to leave a message in a skillset mailbox. Remember to explain in your greeting that the you can press á to leave a message in a mailbox. • Program Intelligent Caller Input Routing, Basic to transfer calls to a skillset mailbox for Non-business hours greetings so that you do not miss any messages. • If a Goto step follows a greeting, make a Distribution step the target for the Goto step. If you make the Goto target step after a Greeting step another Greeting step, callers hear two greetings in a row. Call Center general parameters • Do not assign all the available voice channels as reserved channels. Call Center can use any voice channel, but reserved channels are never used by voicemail. • A reserved or voice channel is used when: — a Call Center greeting is played to a caller — Off-premise Message Notification notifies you of a message in a skillset mailbox
Chapter 13 Tips for operating Call Center 163 Nortel Networks Call Center Set Up and Operation Guide How to calculate the longest time a caller can be on hold The formula used to calculate the longest wait time a caller can be on hold without hearing a greeting is: where: • wait time is the longest time in seconds that a caller can be on hold without hearing a greeting • maximum calls is the maximum number of calls that Call Center can normally handle — In a call center where external calls are not transferred or forwarded to Call Center, the maximum number of calls is the same as the number of lines programmed to be answered by Call Center — In a call center where external calls are frequently transferred or forwarded to Call Center, the maximum number of calls is the total number of lines on the system. For information on how calls transfer to a skillset, refer to “How incoming calls are sent to a skillset” on page 37. • voice channels is the estimated number of voice channels available to Call Center — The minimum number of voice channels available is equal to the number of reserved channels you set up in General call center parameters. Additional channels that are not used by CallPilot can also be used. For example, even though you assign two reserved channels when you set up the General Call Center parameters, Call Center can use additional voice channels if and when they are available. • maximum greeting length is the duration of the longest greeting of a skillset in seconds Wait Time maximum calls voice channels ------------------------------------     1– x maximum greeting length=
164 Chapter 13 Tips for operating Call Center P0919436 03 Tips to improve the efficiency of Call Center Plan for busy times: • when you assign agents to the skillsets, assign as many qualified agents as possible to answer calls for the skillsets • have agents log on to a skillset when it gets busy Plan for slow times: • for example, if agents are logged on to skillset 1 only, ensure that incoming calls to skillset 2 overflow to skillset 1. When you set up skillset parameters for skillset 2, assign a time to the Overflow parameter. Then callers can still speak to an agent. • When no agents are logged on to any skillset, ensure that the call center greetings set up in the Routing Table have Transfers set up. If a call center greeting transfers to a skillset mailbox, callers can press á to leave a message in the skillset mailbox. Ensure that the greeting includes that callers can press á to leave a message in a mailbox. á is the default keypad button callers can press to transfer to the skillset mailbox. You can select a different number.
165 Nortel Networks Call Center Set Up and Operation Guide Chapter 14 Troubleshooting Call Center This chapter contains troubleshooting information for problems that can occur while setting up and operating Call Center. Resetting passwords You can reset passwords if they are lost or forgotten. Resetting the Operator password You can reset the Operator (²á¡Û) password if it is lost or forgotten. ²á¡Û is used by the receptionist, Operator and Call Center Administrator. If you reset the Operator password it is reset to fl‡‹‡¤°fl‡ (Operator). To reset the Operator password using CallPilot Manager 1 Start CallPilot Manager. 2 Click the Operations heading. 3 Click the Operator Settings link. The Operator Settings page appears. 4 Click the Reset Operator Password check box. 5 Click the Submit button. The password is reset to fl‡‹‡¤°fl‡ (Operator). To reset refer to the Operator password page 165 the Call Center Administrator password page 166 a skillset mailbox password page 61 an agent password page 33
166 Chapter 14 Troubleshooting Call Center P0919436 03 To reset the Operator password using a phone Resetting the Call Center Administrator password You can reset the Call Center Administrator password if it is lost or forgotten. To reset the Call Center Administrator password using CallPilot Manager For how to reset the Call Center Administrator password refer to “Call Center password access” on page 20. 1 Press ²·°fi. 2 Press ‡. In this example, xxx represents the CDN for skillset 1. 3 Enter ‡‹‡‹°fl‡‹‡‡‡·‹ (Resetoperpswd) and press OK. 4 Press YES. 5 The session ends. The Operator password is now reset to fl‡‹‡¤°fl‡ (Operator.) Set xxx NEXT Pswd: RETRY OK Reset pswd? YES NO Exit
Chapter 14 Troubleshooting Call Center 167 Nortel Networks Call Center Set Up and Operation Guide Agent problems Agent log on problems If an agent cannot log on at their phone: • ensure the agent ID and password match • check to see if the agent is already logged on to a different phone • check to see if a different agent is logged on to this phone Features that logged on agents must not use Agents logged on to a skillset must not use theses features: Call Park Instead of using Call Park, agents can transfer a call to another agent or send the call back to a skillset: • if the agent wants to send the call to a specific agent, the agent can enter the Transfer Feature Code (²àâ) and enter the agent’s extension number • if the agent wants to send the call to a skillset, the agent can enter the Transfer Feature Code (²àâ) and enter the CDN of a skillset to send the call to a skillset Call Forward Agents must not use Call Forward (²á¡Ý or ²Ý) to forward their calls. Call Pickup Agents must not use Call Pickup to retrieve a call that is ringing on another agent’s phone. Instead: • let the call ring at the agent’s phone until the number of rings for Transfer Callback Timeout is reached or • enter the Not Ready Feature Code (²áâ¡) on the other agent’s phone Answer DN Do not use the Answer DN feature on any sets that you use as agent or supervisor sets. Restrictions for using Do Not Disturb Instead of using Do Not Disturb, agents can use the Not Ready Feature Code (²áâ¡).
168 Chapter 14 Troubleshooting Call Center P0919436 03 Restrictions for using Call Forward No Answer When an agent’s phone is on Call Forward No Answer to the voicemail extension, the number of rings for Call Forward No Answer must be greater than the number of rings for Transfer Callback Timeout. Agents can use Call Forward All Calls, Call Forward No Answer, and Call Forward on Busy only to the voicemail extension. Restrictions for using Call Forward on Busy When an agent hone is programmed with Call Forward on Busy to the voicemail extension, the Call Center Administrator must program the call center line for that agent as “Appear Only” (not ringing). When an agent phone has a mailbox associated with it, the Call Center lines assigned to the agent phone must be set up as Appear Only, not ringing. Agents can use Call Forward All Calls, Call Forward No Answer, and Call Forward on Busy only to the voicemail extension. Preventing calls from ringing at an agent’s set To prevent agents who are on a Call Center call from having a second internal call ring on their phone, do one of these two things through Unified Manager: • turn the Do Not Disturb on Busy feature on for the agent’s set • set the Call Forward on Busy feature for your set to the voicemail DN. Make sure the Call Center lines on the agent’s set are set to Appear Only, not Ringing. For information on programming any of these settings, refer to the Business Communications Manager 2.5 Programming Operations Guide or the Norstar System Coordinator Guide.
Chapter 14 Troubleshooting Call Center 169 Nortel Networks Call Center Set Up and Operation Guide Skillset problems Problems enabling skillsets Make sure that skillsets are assigned a valid CDN before you enable them. If you cannot enable a skillset, make sure you assigned it a valid CDN. For information about skillset CDNs refer to “Control DN” on page 38. Problems changing skillset properties If you cannot change a skillset’s properties, there are two possible reasons: • The call center skillset is enabled. You must disable the call center skillset before you can change the skillset properties. • The skillset mailbox has the wrong extension number. Refer to “Determining a skillset mailbox number” on page 56 for how to determine a skillset’s extension number. The extension number of the skillset mailbox must be the same as the Control DN of the skillset. If the skillset mailbox has the wrong extension, you cannot change the properties for a skillset mailbox. To change a skillset mailbox CDN 1 Start CallPilot Manager. 2 Click the Mailbox Administration heading. The Mailbox List page appears. 3 Click the Change link for the skillset mailbox. The page for the skillset mailbox appears. 4 In the Extension box type the CDN of the skillset. 5 Click the Submit button. Problems viewing skillset settings If you use Netscape Communicator version 4.77 and not all the Call Center settings shown in this guide appear in your browser, refresh the browser by clicking the View menu and clicking Reload.
170 Chapter 14 Troubleshooting Call Center P0919436 03 Call processing problems To achieve the most efficient use of your call center, make sure you operate Call Center within its maximum limits. If you overload Call Center, slow or unpredictable call processing times can occur. The Call Center maximum configuration limits are 80 active agents, 100 active calls and 50 skillsets. Although these are the configuration limits for Call Center software, we recommend that you are cautious about approaching the maximum of any of these limits. Business Communications Manager 2.5 has other services that also use its hardware and software resources. As a guideline, we recommend that if you are approaching the limit for agents, active calls or skillsets, you keep the other two settings at about half their configurable maximum or less. For example, if your number of active agents is between we recommend that your maximum number of active calls is between and your number of enabled skillsets is between 41 - 80 1 - 50 1 - 25 1 - 40 51 - 100 1 - 25 1 - 40 1 - 50 26 - 50
171 Nortel Networks Call Center Set Up and Operation Guide Chapter 15 Call Center Programming Record For this programming task see on page Record the Feature Codes used by Call Center Feature Codes 172 Record the line information for lines answered by Call Center Line answering 181 Record the Operator and Business Status settings Operator/Business Status 172 Record the number of reserved channels, the Primary and Secondary Alert times and the Master Client Address General Call Center properties 172 Record agent ID, agent name, Priority, supervisor status and skillset for each agent Call Center agents 175 Record Control DN, skillset name, MWI ext, Method, Break Time and Delay Answer time limit Call Center skillsets 173 Record the Intelligent Overflow Routing parameters for each skillset Intelligent Overflow Routing 174 Record agents assigned to the skillsets Skillset assignments 176 Record the skillset mailbox name, skillset mailbox number, MWI extension and skillset mailbox password Skillset mailboxes 177 Record the type of step and step parameters for Day and Night Routing Tables Routing Tables 178 Record Caller Input Rules Caller Input Rules 179 Record CLID/DNIS Routing Intelligent CLID/DNIS Routing 180 Record Line Answering details Line answering 181 Note: Make copies of these pages as required.
172 Chapter 15 Call Center Programming Record P0919436 03 Feature Codes General Call Center properties Operator/Business Status Feature code name Dialpad buttons Custom Feature Code Display Waiting Calls ²áâá ² á ____ ____ Open Mailbox ²á¡Ú ² á ____ ____ Log on/Log off ²áâÝ ² á ____ ____ Not Ready ²áâ¡ ² á ____ ____ Return to skillset on No Answer ² á ____ ____ Voicemail DN ²á¡Þ ² á ____ ____ Operator status ²á¡Û ² á ____ ____ Number of Reserved channels Primary alert time limit in mm:ss Secondary alert time limit in mm:ss Master Client Address Password OPERATOR (67372867) Receptionist or Operator available* Y N Business open* Y N Answer trunks Y N Receptionist or Operator extension Call Center Service* Skillset Number ___ Auto Manual Day Night Skillset Number ___ Auto Manual Day Night * These settings are usually changed by the receptionist or Operator on a daily basis.
Chapter 15 Call Center Programming Record 173 Nortel Networks Call Center Set Up and Operation Guide Call Center skillsets Skillset parameter Rules Default Skillset # Skillset name Maximum 16 characters SKILLn Control DN (CDN) Extension cannot be used by another telephone or peripheral MWI extension Method Least Busy or Preferred Least Busy Break Time Enter as mm:ss minimum: 00 min 00 sec maximum: 59 min, 59 sec 00:30 Delay answer Enter as mm:ss minimum: 00 min 01 sec maximum: 10 min 00 sec 00:00 Skillset parameter Rules Default Skillset # Skillset name Maximum 16 characters SKILLn Control DN (CDN) Extension cannot be used by another telephone or peripheral MWI extension Method Least Busy or Preferred Least Busy Break Time Enter as mm:ss minimum: 00 min 00 sec maximum: 59 min, 59 sec 00:30 Delay answer Enter as mm:ss minimum: 00 min 01 sec maximum: 10 min 00 sec 00:00
174 Chapter 15 Call Center Programming Record P0919436 03 Intelligent Overflow Routing Skillset: Service Mode (circle one) Conditions Destination Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox
Chapter 15 Call Center Programming Record 175 Nortel Networks Call Center Set Up and Operation Guide Call Center agents Agent ID Agent name Supervisor status (yes or no) Names and #s of skillsets agent is assigned to Priority in skillset
176 Chapter 15 Call Center Programming Record P0919436 03 Skillset assignments Skillset name and # Agent ID and name Priority
Chapter 15 Call Center Programming Record 177 Nortel Networks Call Center Set Up and Operation Guide Skillset mailboxes Skillset # Mailbox name Mailbox number (Control DN) MWI extension Mailbox password
178 Chapter 15 Call Center Programming Record P0919436 03 Routing Tables Skillset # _______________ Day or Night _______________ Step # Type of step: Greeting, Distribution, Transfer, Intelligent Caller Input Routing Basic or Advanced, Disconnect Step parameters
Chapter 15 Call Center Programming Record 179 Nortel Networks Call Center Set Up and Operation Guide Caller Input Rules Rule table # _______________ Length: Fixed _______________ Variable _______________ Skillset name and # Match string Action
180 Chapter 15 Call Center Programming Record P0919436 03 Intelligent CLID/DNIS Routing Type of call: Line, Voice Button, CLID/ANI, DNIS Action
Chapter 15 Call Center Programming Record 181 Nortel Networks Call Center Set Up and Operation Guide Line answering Line # Skillset # # of rings (0 to 12) for Caller ID minimum 2 rings
182 Chapter 15 Call Center Programming Record P0919436 03
183 Nortel Networks Call Center Set Up and Operation Guide Glossary AA See Automated Attendant. Agent An agent is a person who is assigned to answer calls for one or more skillsets in your call center. Agent ID When you add an agent, Call Center assigns an agent ID number you use to identify the agent. The agent uses their agent ID number and password to log on when they are ready to receive calls. Alert times Alert times are time limits that you assign for calls waiting in skillsets. If a call exceeds the Primary or the Secondary alert time limit, a programmed memory button indicator flashes. A slow flash means that a call has exceeded the Primary alert time. A quick flash means that a call has exceeded the Secondary alert time. Attendant The attendant is the person who you assign to answer an extension number. The attendant can be a receptionist, operator or target attendant. Automated Attendant (AA) The Automated Attendant is similar to an automatic answering service. AA answers incoming calls with a Company Greeting and a menu of options. AA routes calls in response to a caller’s dialpad selections. For a greater range of options and services for incoming calls, a Custom Call Routing (CCR) menu can be assigned to play instead of the Automated Attendant menu. Automatic Answer Automatic Answer (previously called Force Call) is an agent parameter that force delivers calls to an agent. If Automatic Answer is enabled, the agent hears a tone that indicates that a call is delivered. The agent is automatically in the handsfree mode. If Automatic Answer is not enabled, calls ring at the agent's telephone and the agent must manually answer the calls. Break Time Break Time is a time period you set up for agents to complete paperwork or other tasks after they finish a call. After an agent completes a call, they are taken out of the skillset for this Break Time. The agent can extend or cancel the Break Time by using the Not Ready Feature Code. CCR See Custom Call Routing.
184 Glossary P0919436 03 CDN See Control Directory Number. Call Center Call Center receives, holds and routes calls to agents in a call center. call center A call center is a department or a business that uses Nortel Networks Call Center to handle numerous incoming calls. A call center typically employs several agents to answer calls. Call Center Administrator The Call Center Administrator sets up, and manages the day-to-day operation of a call center. The Call Center Administrator monitors the overall performance of the call center and balances the staffing according to call traffic demands. Call Forward All Calls This feature forwards all calls from a phone to another extension number. For example, all calls from a telephone can be forwarded to the CDN of a skillset. Call Forward No Answer This feature forwards unanswered calls from a phone to another extension number. A call is considered unanswered if no one answers the call before a specified number of rings. Call Forward On Busy This feature forwards all calls from a phone to another extension if all the lines assigned to the phone are busy. Channel A channel is the voice path that Call Center uses to play greetings to callers. A voice channel is also the voice path used when anyone uses a Feature Code to access Call Center. Class of Service The Class of Service defines the values for mailboxes. Control Directory Number (CDN) The Control Directory Number (Control DN or CDN) is the extension number of a Call Center skillset. The CDN is the number used to transfer calls to a skillset. The CallPilot installer is responsible for assigning a CDN to each skillset before the skillset can be enabled.
Glossary 185 Nortel Networks Call Center Set Up and Operation Guide Custom Call Routing (CCR) CCR is a routing feature that you can program to present a customized menu of single-digit choices to callers. CCR automatically answers lines with customized menus. With CCR, callers can listen to pre-recorded messages, leave a message in a skillset mailbox or transfer to an extension. With CCR you can replace Automated Attendant menus with a more sophisticated menu that offers callers a wider range of options. Delay Answer Delay Answer is a feature that prevents Call Center from answering calls and playing greetings when there are no agents available. When a skillset has Delay Answer activated, waiting callers hear ringback. When a call comes in on a line for a skillset that does not have any free agents, the call is not answered until either the Delay Answer time elapses or an agent becomes available, whichever comes first. Display Waiting Calls Display Waiting Calls, (previously known as Queue Status), is a Feature Code that you and agents can use to display waiting calls and view real-time information about skillsets. The Display Waiting Calls/Skillset Status Feature Code shows: • the skillset number and whether the skillset is enabled or disabled • number skillset of agents logged into the skillset • number of calls waiting • the longest wait time of a call DN DN is a Directory Number or an extension number. Dynamic agent priority On Business Communications Manager 2.5 agents can have a different priority depending upon which skillset they are logged on to. For example when an agent is a member of the English skillset, their priority can be 1 because they are fluent in English. The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a priority of 6 when they are logged on to the German skillset. Greeting Table The Greeting Table determines which recorded greeting is played and which line is answered according to the time of day. Indicator See memory button indicator. Intelligent Caller Input Routing, Advanced Intelligent Caller Input Routing, Advanced lets callers route their calls based on multi-digit fixed or variable rules that you create in the Caller Input Rules Tables.
186 Glossary P0919436 03 Intelligent Caller Input Routing, Basic Intelligent Caller Input Routing, Basic (Previously called Basic Transfer), lets callers direct their calls to an Operator, Automated Attendant, skillset mailbox, CCR Tree or internal or external number. Intelligent CLID/DNIS Routing CLID/DNIS Routing is the initial routing that Call Center calls encounter. The CLID/ DNIS Routing you set up lets Call Center route calls quickly based on their incoming line number. Callers are routed to skillsets depending on who the caller calls, the line the call comes in on, or where the caller is calling from. Intelligent Overflow Routing Intelligent Overflow Routing uses routing rules you create to overflow, change the priority of, and move calls to multiple skillsets, a skillset mailbox, an internal or external number, a mailbox, a CCR Tree, the Automated Attendant or an operator. Least Busy Least Busy, (previously called Longest idle) is a method of call distribution that routes calls to the agent who has been available the longest. The other method of call distribution is Preferred. MWI See Message Waiting Indication. Memory button indicator Memory button indicators are the triangular-shaped indicators on a phone next to the memory buttons. Memory button indicators can be used to monitor call activity and view the Login/Logout status and the Not Ready status of agents. Message Waiting Indication (MWI) The Message Waiting Indication appears on a phone display as Message for you when there are new messages. Message Waiting Indication extension (MWI extension or MWI DN) For each skillset mailbox, you can assign a phone as the designated MWI extension. The Message Waiting Indication extension is an optional phone number that indicates when a skillset mailbox has messages waiting. The MWI extension that you assign shows Message for you on the phone display when there are new messages in the skillset mailbox. Method of Call Distribution (Method) The method of call distribution determines which of several available agents to route the call to. There are two methods of call distribution: Least Busy and Preferred. Least Busy routes calls to an agent who has been available the longest. Preferred routes calls to the agent with the highest priority (the best qualified agent).
Glossary 187 Nortel Networks Call Center Set Up and Operation Guide Not Ready Not Ready, (previously known as Make Busy), is a Feature Code that extends a Break Time if agents need additional time after a call to do paperwork or other tasks. Off-premise Message Notification Off-premise Message Notification is a feature that notifies you at a destination number when there are new or urgent messages in a skillset mailbox. Priority You assign a priority to each agent according to their qualifications. On Business Communications Manager 2.5 Professional, agents can have dynamic agent priority. Primary alert time The Primary alert time is the first time limit that you assign for calls waiting in skillsets. If a call exceeds the Primary alert time limit, you are given a visual warning on programmed memory button indicators. The other alert time is Secondary alert time. Make Not Ready (Return to Skillset) Make Not Ready (Return to Skillset), (previously known as Auto Make Busy) is an agent property that controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent out of their skillset if they do not answer a call. Real time Real time is a term for when there is very little response time between when an event occurs and when the information about the event is displayed. You can monitor the real time or current situation of agents and call activity by using the Display Waiting Calls Feature Code. Reserved channel Reserved channels are voice channels reserved exclusively for Call Center. Reserved channels are used to play greetings to callers waiting in a skillset. These channels ensure that CallPilot does not use all the voice channels. See also voice channel. Routing Table Routing Tables handle incoming calls for each skillset. A Routing Table determines the order of greetings and hold times for callers while they wait to be routed to an available agent. Skillset Skillsets, (previously called queues) collect and distributes calls for departments such as “sales” and “technical support”. If several calls arrive at the same time, the calls are held in a skillset where callers hear greetings and are put on hold until an agent is available.
188 Glossary P0919436 03 Skillset mailbox A skillset mailbox stores messages left by callers. The calls can be retrieved by designated agents. Skillset name The skillset name is a maximum of 16 characters. A skillset name is the same as the skillset mailbox name. Supervisor A supervisor is an agent with supervisor status. A supervisor has additional capabilities, such as the ability to monitor calls between agents and callers. Supervisor monitor Supervisor monitor is a feature supervisors can use to monitor or participate in calls between agents and callers. Voice channel A voice channel is the voice path that Call Center uses to play greetings to callers.
Nortel Networks Call Center Set Up and Operation Guide 189 Index Numerics 24 Hour Service mode, skillset 108 A Adding agents to a skillset 48 agents to Call Center 31 multiple agents to Call Center 32 Additional Routing Steps 10 Agent adding multiple agents to Call Center 32 adding to Call Center 31 assigning to a skillset 48 Autobusy mode 161 changing information 33 deleting 34 Display Waiting Calls Feature Code 159 dynamic priority 10, 13, 48 Feature Codes 28 listening to skillset mailbox messages 68 logging off 35 parameters 29 resetting password 33 viewing in a skillset 51 Assigning Call Center language option 149 Intelligent Overflow to a skillset 114 Automated Attendant and Call Center 12 Automatic Answer 10 Automatic timeout 28 B Basic Call Center 13 Button memory button indicators 151 programming a memory button 26 C Call Distribution Method 186 Dynamic Priority 10 monitoring 160 priority 10 Call Center adding agents 29, 31 adding multiple agents 32 Basic 13 Call answering 146, 147 configuration limits 15, 170 efficiency tips 164 Feature Codes 25 greetings 101 language availability 149 maximum capacities 15, 170 password access 20 password, creating 20 preventing call congestion 159 Professional 13 setting up general parameters 153 skillset mailboxes 55 Call Center Administrator resetting password 166 Call Center Reporting 14 Caller Directed Transfer 13 Caller ID 71 CallPilot mailbox interface 24 CallPilot Manager 11, 14, 17 interface 19 starting 17 timeout 19 CCR using Call Center with 12 Changing agent information 33 language 149 skillset mailbox password 60 Channels reserved 152 voice 152 Character limit for Off-premise Message Notification destination pager number and message 85 for Off-premise Message Notification destination number 86, 88, 97 Checking the telephone mailbox interface 24 CLID/DNIS Routing ANI 43 CLID 43 DNIS 43 line 43 Multimedia Call Center 43 routing properties 43 Company Directory 57 Configuring lines 145
190 Index P0919436 03 Control DN 38, 55, 56, 169 Conventions, guide 23 Copying a message 69 D Day mode, skillset 108 Day of Week Service 14 Day Routing Table example 132 Default mode, skillset 108 Delay Answer feature 161, 185 Deleted messages, retrieving 70 Deleting agent 34 messages 69, 72 Destination number character limit 86, 88, 97 for pagers 85 when CallPilot is behind PBX or Centrex 85 Destination pager number character limit 85 Destination,Off-premiseMessageNotificationnumbers 77 Determining Control DN 56 Feature Codes 25 mailbox interface 24 Message Waiting Indication extension 56 skillset mailbox number 56 DID routing 42 Directory, Company 57 Disabling a skillset 53 Display telephone entering characters 22 two line 21 Display Waiting Calls Feature Code 159 Dynamic agent priority 10, 13, 48 E Enabling a skillset 52, 169 Erasing messages 69, 72 F Feature 983 telephone administration 14 Feature Codes 25 about 25 agent 28 Custom Feature Codes 28 descriptions 27, 28 determining 25 Display Waiting Calls 151, 159, 160 Open Mailbox 27 programming memory buttons 26 Forced Play greetings 120, 162 Formula for waiting calls 163 Forwarding a message 72 G General Call Center parameters 153 Greeting exporting 106 importing 105 recording 106 Greetings, call center examples 101 Forced Play 120 Greeting parameters in Routing Table 120 Greeting step in Routing Table 119 recording 103 Routing Table parameters 162 tips 161 types 101 Greetings, skillset mailbox example 62, 66 H Highest priority call 162 Hours operation for a skillset 128 Routing Tables 107 I Indicators Message Waiting 27, 39, 41, 56, 154 Primary 172 Primary alert time 151 Secondary 172 Secondary alert time 151 Initializing a skillset mailbox 57 Intelligent Caller Input Routing Advanced 10, 107 Basic 10, 107 Intelligent CLID/DNIS Routing 10, 107 Intelligent Overflow 14, 108 Intelligent Routing 10 using with CCR 10, 107 Internal messages, replying to 73
Index 191 Nortel Networks Call Center Set Up and Operation Guide L Language 149 changing availability 149 Least Busy method of call distribution 186 Lines assigned to be answered by skillset 37 configuring 145 Logging off agent 35 M Mailbox opening skillset mailbox 58 outdial route 78 skillset mailbox 55 Mailbox interface CallPilot 24 Norstar Voice Mail 24 Manual call presentation 10, 29 Master Client Address 152 Memory button indicator 26, 27, 151, 159 programming 26, 27 Message Waiting Indication determining extension 56 extension 186 Messages copying 69 deleted, retrieving 70 deleting 69, 72 erasing 69, 72 external 73, 75 forwarding 72 internal 73 minimum recording length 73 Off-premise Message Notification 77 playing envelope, CallPilot interface 72 envelope, Norstar Voice Mail 69 next, CallPilot 71 next, Norstar Voice Mail 70 pausing 70 previous, CallPilot 71 previous, Norstar Voice Mail 70 rewinding 69, 71 skipping forward 70, 71 skipping to end 69 quitting 70 replaying 70 replying, CallPilot 72, 73 replying, Norstar Voice Mail 70, 73 saving 70 silence timeout 73 skillset mailbox 55 Method of Call Distribution 186 Monitoring call activity, about 159 example of monitoring 160 Primary alert time 151 Secondary alert 151 Multimedia Call Center 11, 30 CLID/DNIS Routing 43 MWI extension 186 N Name skillset 188 skillset mailbox 57 Night mode, skillset 108 Night Routing Table example 132 Norstar Voice Mail mailbox interface 24 Notification, Off-premise Message Notification 77 Number Control DN 27 skillset mailbox 27 O Off-premise Message Notification 162 about 77 changing parameters 90 destination number character limit 86, 88, 97 destination pager number and message character limit 85 feature restrictions 79 setting up to a pager number 85 to a telephone number 80 to an extension number 83 to wrong destination 77 Off-premise Message Notification parameters destination telephone number 79 destination type 79 time range 79 types of message 79 Open Mailbox Feature Code 27 Opening a skillset mailbox 58 Opening the Skillset Mailbox remotely 58 Opening your mailbox
192 Index P0919436 03 CallPilot 58 Norstar Voice Mail 58 Operator resetting password 165 Outdial route, mailbox 78 Overflow, Intelligent 14 P Parameters general Call Center 153, 162 Routing Table Greetings 120 Password changing skillset mailbox 60 resetting agent password 33 resetting Call Center Administrator 166 resetting Operator 165 resetting skillset mailbox 61 skillset mailbox 57, 60 Pausing a message 70 Playing message envelope, CallPilot interface 72 Playing message envelope, Norstar Voice Mail 69 Post call Break Time automatic timeout 28 Preferred method of call distribution 186 Professional Call Center 9, 13 Programming a memory button 26 R Real time status of call activity 159 Recording greeting 106 Remotely opening a skillset mailbox 59 Replaying messages 70 Reply feature 71 Replying to an external message sender 75 using the DIAL option 75 to an internal message sender 73 to messages, CallPilot 72 to messages, Norstar Voice Mail 70 Reserved channels 152, 163 Resetting agent password 33 Call Center Administrator password 166 Operator password 165 skillset mailbox password 61 Retrieving deleted messages 70 Retrieving messages from skillset mailbox 68 Reviewing agents 51 Routing Table steps 135 Rewinding messages 69, 71 Rings assigning 147 Rings, assigning number 146 Routing DID 42 Routing Table assigning skillset hours 128 examples of 132 Greeting parameters 120 Greeting step 119 hours 107 maximum number of steps 13, 107 parameters of Greeting step 120 reviewing the steps 135 setting up 132 tips 162 Routing Table steps Disconnect 119 Distribute for 119 Greeting 119 Transfer 119 Routing Table, about 107 S Saving messages 70 Secondary alert 151 Service Mode, skillset 108 Setting up general Call Center parameters 153 general parameters 149 Off-premise Message Notification to a pager number 85 to a telephone number 80 to an extension number 83 skillset parameters 40 Skillset 24 Hour Service mode 108 about 37 assigning agents 48 assigning hours of operation 128 Day mode 108 default mode 108 disabling 53 enabling 52, 169 how calls are received 37 how lines are answered 37 maximum greeting length 163 name 188
Index 193 Nortel Networks Call Center Set Up and Operation Guide night mode 108 problems changing general parameters 169 problems enabling 169 properties 38 Service Mode 108 setting up 37 start and end times 14 unconfiguring 54 viewing agents in 51 Skillset mailbox about 55 changing password 60 checking for messages. 68 Class of Service 55 determining MWI extension 27 determining number 27 greeting example 62, 66 initializing 57 leaving a message in 162, 164 listening to messages 68 Message Waiting Indication extension 56 messages 68 messages waiting 186 number 38, 55, 56 opening 58 opening remotely 59 password 57, 60 password, changing 60 resetting password 61 retrieving messages 68 setting up 55 tips 162, 164 Skillset parameters Control Directory Number (CDN) 38 Delay answer 185 Message Waiting Indication extension 186 Method of Call Distribution 186 setting up 40 Skillset name 188 Skipping forward in messages 70, 71 Skipping forward to end of messages 69 Software Authorization Codes 156 Steps, Routing Table 119 Supervisor functionality 13 Supervisor Monitor feature 51 System Administrator Feature Codes 27 T Table, Routing Table 107 Telephone line display 21 system timeout 21 Time Primary alert time-limit 151 Secondary alert 151 Timeout CallPilot Manager 19 telephone 21 Tips agent administration 161 Call Center general parameters 162 configuration limits 15, 170 recording call center greetings 161 Routing Table administration 162 skillset administration 161 skillset mailbox 162, 164 Transfer to Auto Attendant 10 to CCR 10 to Operator 10 to skillset mailbox 10 Transfer Allowed enabled 120 Troubleshooting agent log in problems 167 call processing problems 15, 170 cannot change the Call Center Skillset Parameters 169 enabling a skillset 169 skillset settings 17, 169 slow call processing 15, 170 unpredictable call processing 15, 170 Two line display telephone using 21 U Unconfiguring a skillset 54 Using Intelligent Overflow 108 V Viewing agents in a skillset 51 Voice Button calls 30 CLID/DNIS Routing 44 Voice channels 152, 162

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Call pilot call center setup and operation

  • 1. Part No. P0919436 03 Nortel Networks Call Center Set Up and Operation Guide Return to Menu
  • 2. 2 P0919436 03 Nortel Networks Call Center Set Up and Operation Guide Copyright © 2002 Nortel Networks All rights reserved. 2002. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc. The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license. The software license agreement is included in this document. Trademarks NORTEL NETWORKS is a trademark of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners.
  • 3. Contents 3 Nortel Networks Call Center Set Up and Operation Guide Contents Chapter 1 About Nortel Networks Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Professional and Basic Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Call Center features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Using Call Center with CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 A comparison of Basic and Professional Call Center . . . . . . . . . . . . . . . . . . . . . . . . . 13 Call Center maximum capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Chapter 2 About setting up Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Using CallPilot Manager to set up Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 About the CallPilot Manager interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Call Center password access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Setting up Call Center from a two line display telephone . . . . . . . . . . . . . . . . . . . . . . 21 System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Checking which telephone mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . 24 Chapter 3 Using Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 26 Feature Codes used by the Call Center Administrator . . . . . . . . . . . . . . . . . . . . . . . . 27 Feature Codes used by Call Center agents and supervisors . . . . . . . . . . . . . . . . . . . 28 Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
  • 4. 4 Contents P0919436 03 Chapter 4 Setting up Call Center agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Adding an agent or a supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Adding more than one agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Changing agent information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Resetting an agent’s password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Deleting an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Logging an agent off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Chapter 5 Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Setting up or changing a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Setting up CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Examples of using CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 CLID/DNIS Routing Table properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Changing a CLID/DNIS Route . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Dynamic Agent Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Changing an agent’s priority in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Removing an agent from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Viewing agents in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Chapter 6 Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Initializing a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Opening a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Resetting a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
  • 5. Contents 5 Nortel Networks Call Center Set Up and Operation Guide Examples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 64 Recording a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Deleting a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Checking skillset mailboxes for messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Playing skillset mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Replying to an external caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Chapter 7 Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 About setting up Off-premise Message Notification to a pager number . . . . . . . . 85 Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . 100 Chapter 8 Recording Call Center Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 About Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Types of Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Recording a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Importing a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Exporting a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Chapter 9 Setting up Routing Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 About Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 About Intelligent routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Assigning Intelligent Overflow Routing to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . 114 Moving an Intelligent Overflow rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 Modifying an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 Deleting an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 Day and Night Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
  • 6. 6 Contents P0919436 03 Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120 Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Adding a Distribute for step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124 Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 Assigning Routing Table hours of operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 Setting the Service Mode for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134 Changing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Modifying Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Deleting Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Creating Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137 Using wildcard characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 An example of using Intelligent Caller Routing, Advanced . . . . . . . . . . . . . . . . . 140 Changing a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Deleting a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Clearing a Caller Input Rule Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Chapter 10 Line administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Configuring several lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Chapter 11 Setting up Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . 149 Assigning the Call Center language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Primary and Secondary alert times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 Master Client Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 Setting up general Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 System Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Enabling Software Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
  • 7. Contents 7 Nortel Networks Call Center Set Up and Operation Guide Chapter 12 Monitoring Call Center call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Using Display Waiting Calls to monitor call activity . . . . . . . . . . . . . . . . . . . . . . . . . . 160 Chapter 13 Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 Call Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 163 Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Chapter 14 Troubleshooting Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Resetting the Call Center Administrator password . . . . . . . . . . . . . . . . . . . . . . . 166 Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 Features that logged on agents must not use . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Problems enabling skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Problems viewing skillset settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Call processing problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 Chapter 15 Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Call Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 Skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176 Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177 Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178 Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 Intelligent CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180 Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181 Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
  • 9. 9 Nortel Networks Call Center Set Up and Operation Guide Chapter 1 About Nortel Networks Call Center This guide leads a Call Center Administrator or a System Administrator through setting up and operating Call Center, and is an ongoing reference. Call Center is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. Calls can be routed based on the origin of the call, the destination of the call, or the information entered by the caller. Callers can be given high or low priorities. Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a message, and hear announcements or informative messages. You set up and operate Call Center through CallPilot Manager, the web-based interface, and from a telephone. If you use the CallPilot 150 system you can set up and administer some Call Center functionality from a two line display telephone. Professional and Basic Call Center Basic Call Center and Professional Call Center are available. The table “A comparison of Basic and Professional Call Center” on page 13 shows the differences between them. You can use Basic Call Center on a CallPilot 150 system. You can use Basic or Professional Call Center on a Business Communications Manager 2.5 system.
  • 10. 10 Chapter 1 About Nortel Networks Call Center P0919436 03 Call Center features Call Center has many features that give your call center advanced and flexible call handling. Intelligent Routing Intelligent Routing gives you advanced methods for routing calls through your call center. How calls are directed is based on various input conditions. Intelligent CLID/DNIS Routing: • is the ability to route calls according to CLID/ANI, DNIS, ISDN Calling Number • is applied when calls first enters the Call Center • is available if you use Professional Call Center Intelligent Caller Input Routing, Basic: • is the ability to route calls to the Automated Attendant, a Custom Call Routing (CCR) Tree, the operator or a skillset mailbox • routing is applied when the caller presses a telephone button in response to instructions played in a greeting Intelligent Caller Input Routing, Advanced: • includes the Basic capabilities plus the ability to create rules that route calls to other skillsets and locations depending on the caller input • is available if you use Professional Call Center Intelligent Overflow Routing: • routes calls to an extension, a mailbox, an external phone number, the Automated Attendant, a skillset mailbox or a CCR Tree • lets you change the priority of the call • is available if you use the Business Communications Manager 2.5 system Flexible routing steps You can assign these routing steps to Day and Night Routing Tables, Overflow and Advanced Call Input Routing: • transfer to a mailbox • transfer to an extension • Transfer to an external telephone number • Transfer to the Automated Attendant • Transfer to an operator • Transfer to a skillset mailbox • Transfer to a CCR Tree Agent priority and dynamic agent priority You can assign agents a priority that represents their level of expertise. You can assign an agent a priority between 1 and 20, where 1 is the highest priority. If you use Call Center Professional you can assign agents different priority levels depending on the skillset they are logged on to. Choice of call presentations You can a assign agents forced calls, or let agents answer calls manually. Dynamic call priority You can have the priority of a call changed in the Intelligent CLID/DNIS Routing table, the Intelligent Caller Input Routing Table and the Intelligent Overflow Routing table.
  • 11. Chapter 1 About Nortel Networks Call Center 11 Nortel Networks Call Center Set Up and Operation Guide Delegated access to Call Center You or the System Administrator can create a password to give a supervisor access to Call Center administration. Multimedia Call Center If you have Multimedia Call Center enabled, agents can have multimedia sessions with callers. Callers click an HTML voice button icon to connect to the call center. CallPilot Manager CallPilot Manager is a web-based interface you can use to administer CallPilot and Call Center. Call monitoring Agents can monitor the call activity in the skillsets they are logged on to. You and supervisors can monitor the call activity per skillset or on a system wide basis. Call Center Reporting You can generate the System Configuration report to view Call Center settings. If you have Call Center Reporting enabled, you can view real time statistics and comprehensive management information about the day-to-day performance of your call center.
  • 12. 12 Chapter 1 About Nortel Networks Call Center P0919436 03 Using Call Center with CallPilot CallPilot has two powerful call routing features: Automated Attendant (AA) and Custom Call Routing (CCR). These features route incoming calls to telephones and voice mailboxes. These features can also route calls to Call Center skillsets. 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 transfer themselves from the Automated Attendant to a skillset by entering the Control DN of the skillset. For information about how to configure the Automated Attendant, refer to the CallPilot Set Up and Operation Guide. Custom Call Routing (CCR) With CCR you can replace the Automated Attendant menu with an expanded menu that can include several sub-menus to offer callers a wider range of options. You can give callers access to a Call Center skillset by adding an internal transfer that transfers the caller to the Control DN of the skillset. For more information about transfers and CCR, refer to the CallPilot Manager Set Up and Operation Guide. Note: Include the number of the Control DN in your Automated Attendant Greeting.
  • 13. Chapter 1 About Nortel Networks Call Center 13 Nortel Networks Call Center Set Up and Operation Guide A comparison of Basic and Professional Call Center Features Basic Call Center for CallPilot 150 Professional Call Center for Business Communications Manager 2.5 Basic Call Center for Business Communications Manager 2.5 Number of skillsets 2 50 2 Number of configured agents (available agent IDs) 20 250 20 Number of agent priority levels 20 20 20 Dynamic agent priority levels Not available 20 Not available Number of active agents 10 80 10 Number of active calls in all skillsets 15 100 15 Maximum number of active calls per skillset 15 100 15 Number of lines that can be configured for Call Center 15 100 15 Number of voice ports (shared with CallPilot or dedicated) 8 16 16 Number of routing tables per skillset 2 2 2 Number of greetings 10 150 10 Number of steps per routing table 20 20 20 Number of overflow rules per skillset 20 20 20 Number of skillset mailboxes 2 50 2 Number of supervisors 10 16 10 Supervisor functionality, including call monitoring Available Available Available Intelligent Caller Input Routing, Basic: the ability to route a call to an Operator, Automated Attendant, skillset mailbox, CCR Tree or internal or external number Available Available Available Intelligent Caller Input Routing, Advanced: the ability to route a call based on multi-digit fixed or variable strings Not available Available Not available
  • 14. 14 Chapter 1 About Nortel Networks Call Center P0919436 03 Delegated Call Center Administration: the System Administrator can create a password to give a Call Center Administrator or supervisor access to Call Center administration. Available Available Available Intelligent Overflow Routing: rules you create to overflow, change the priority of, and move calls to multiple skillsets, a skillset mailbox, an internal or external number, a mailbox, the Automated Attendant or an operator. Available Available Available Intelligent CLID/DNIS Routing Not available Available Available Overflow rules per skillset 20 20 20 Overflow skillsets 1 49 1 Day of Week Service: you specify the start and end times for the day and night skillset for each day of the week Available Available Available Limited Feature 983 telephone administration Available Not available Not available CallPilot Manager Available Available Available Call Center Reporting Enabled with optional Software Authorization Code Available Enabled with optional Software Authorization Code Features Basic Call Center for CallPilot 150 Professional Call Center for Business Communications Manager 2.5 Basic Call Center for Business Communications Manager 2.5
  • 15. Chapter 1 About Nortel Networks Call Center 15 Nortel Networks Call Center Set Up and Operation Guide Call Center maximum capacities The Call Center maximum configuration limits are: • 80 active agents • 100 configured lines • 50 skillsets • 48 maximum simultaneous incoming calls; up to 24 of these can be VoIP trunks Related documents For more information about Call Center refer to the: • Nortel Networks Call Center Agent Guide • Nortel Networks Call Center Supervisor Guide • CallPilot 150 Call Center Telephone Administration Guide • Nortel Networks Call Center Reporting Set Up and Operation Guide • Multimedia Call Center Set Up and Operation Guide • Multimedia Call Center Web Developer Guide For information about setting up CallPilot refer to the: • Call Pilot Manager Set Up and Operation Guide • CallPilot 150 Telephone Administration Guide • CallPilot 150 Installation and Maintenance Guide For information about configuring telephony resources, refer to the: • Business Communications Manager 2.5 Programming Operations Guide • Norstar System Coordinator Guide Note: We recommend that you do not configure more than 48 lines; up to 24 of these can be VoIP trunks.
  • 16. 16 Chapter 1 About Nortel Networks Call Center P0919436 03 How to get help USA and Canada Authorized Distributors - ITAS Technical Support Telephone: 1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#. Website: http://www.nortelnetworks.com/itas/ email: naitas@nortelnetworks.com Presales Support (CSAN) Telephone: 1-800-4NORTEL (1-800-466-7835) Use Express Routing Code (ERC) 1063# EMEA (Europe, Middle East, Africa) Technical Support - CTAS Telephone: 00800 800 89009 or 33 4 9296 1341 Fax: 33 49296 1598 email: emeahelp@nortelnetworks.com CALA (Caribbean & Latin America) Technical Support - CTAS Telephone: 1-954-858-7777 email: csrmgmt@nortelnetworks.com APAC (Asia Pacific) Technical Support - CTAS Telephone: +61 388664627 Fax: +61 388664644 • email: asia_support@nortelnetworks.com
  • 17. 17 Nortel Networks Call Center Set Up and Operation Guide Chapter 2 About setting up Call Center You can set up Call Center using a display telephone on your phone system, or using the web-based CallPilot Manager on a web browser from a computer on your network. For some Call Center tasks, such as initializing skillset mailboxes, you must use a phone. If you use Basic Call Center on CallPilot 150 you can do many Call Center tasks from a phone. Refer to the CallPilot 150 Call Center Telephone Administration Guide for more information. Using CallPilot Manager to set up Call Center CallPilot Manager operates on a CallPilot 150 or Business Communications Manager 2.5 system. You access CallPilot Manager on a web browser from a computer on your network. System requirements Before you use CallPilot Manager, your Business Communications Manager 2.5 or CallPilot 150 system must be configured and Call Center must be enabled. For how to enable software authorization codes for Call Center, refer to “Enabling Software Authorization Codes” on page 156. Computer requirements The computer you use to run CallPilot Manager must have: • WinNT or Windows workstation running P133 or later CPU (or compatible) • 64 MB RAM, 10 MB disk space • Minimum screen resolution of 1024 X 768 pixels Browser requirements To use CallPilot Manager you must have: • Java Virtual Machine 5.0 (build 5.0.0.3188 or later) • either Microsoft Internet Explorer 4.0 or later, or Netscape Communicator 4.0.5 or later, but not Netscape 6.0 If you use Netscape Communicator, set the following parameters: • Enable Java: on • Cached document comparison: every time • If you use Netscape Communicator version 4.77 and not all the Call Center settings shown in this guide appear in your browser, refresh the browser by clicking the View menu and clicking Reload. If you still cannot view the settings, upgrade your browser. If you use Microsoft Internet Explorer, set the following parameters: • Check for newer versions: every visit to the page • Java JIT compiler enabled: on For more information about these settings, refer to your web browser online Help.
  • 18. 18 Chapter 2 About setting up Call Center P0919436 03 To start CallPilot Manager on Business Communications Manager 2.5 1 Point your web browser to http://<IP address>:6800/CallPilotManager where <IP address> is the IP address of Business Communications Manager 2.5. For information about the IP address, ask your network administrator. The Administration Login page appears. 2 In the Password box, type the System Administrator password. 3 Click the Submit button. The CallPilot Manager Main Menu appears. To start CallPilot Manager on CallPilot 150 1 Point your web browser to http://<IP address>/CallPilotManager. Where <IP address> is the IP address of the CallPilot 150. For information about the IP address, ask your network administrator. The Administration Login screen appears. 2 In the Password box, type the System Administrator password. 3 Click the Submit button. The CallPilot Manager Main Menu appears.
  • 19. Chapter 2 About setting up Call Center 19 Nortel Networks Call Center Set Up and Operation Guide About the CallPilot Manager interface System timeout A CallPilot Manager session times out after 10 minutes of inactivity. This is a security feature that prevents unauthorized access to the system. If your session times out, the login page appears and a message that says that the session has expired. You must log on to continue programming Call Center. If the system times out while you are working on a page, any settings that you have not entered on the system by pressing the Submit button are not entered. Headings expand and display their links when you click them Click a link to display its page in the right frame Returns to the Main page Quits CallPilot Manager Opens online Help
  • 20. 20 Chapter 2 About setting up Call Center P0919436 03 Call Center password access If you want to limit access to CallPilot Manager, you can create or change a Call Center Administrator password that limits CallPilot Manager access to just the Call Center settings. To create a Call Center Administrator password 1 Start CallPilot Manager. 2 Click the Configuration heading. 3 Click the Access Passwords link. The Access Passwords page appears. 4 In the Call Center Administration box enter the Call Center Administrator password. The password must be from four to eight numbers long and cannot start with zero. 5 In the Confirmation box enter the Call Center Administrator password. 6 Click the Submit button. The Call Center Administrator can log on using this password. If you create a Call Center Administrator password, the Call Center settings that can be accessed are: • Agent List • Add Many Agents • Skillset List • General Properties • Greetings • Caller Input Rules • CLID/DNIS Routing Table
  • 21. Chapter 2 About setting up Call Center 21 Nortel Networks Call Center Set Up and Operation Guide Setting up Call Center from a two line display telephone You cannot use a single line display telephone to set up and administer Call Center on Business Communications Manager 2.5 or CallPilot 150. You must use a two line display telephone. Two line display phones show CallPilot and Call Center commands and options. A two line display can show up to three display options at once. In some instances, an option does not have a corresponding display button, and you must select the option by pressing buttons on the diapad. An example of a two line display Call Center agents can use two line display telephones and one line display telephones. Supervisors must use two line display telephones with the handsfree mute feature. Non display telephones, such as telephones attached to an analog terminal adapter, cannot be used for Call Center agent tasks. We recommend that you read the telephone user card for your telephone before proceeding. System timeout If you pause longer than 2 minutes (150 seconds) when you program Call Center on a two line display telephone, the system times out and ends the session. This is a safety feature that prevents unauthorized use of the system. If the system times out while you are setting up Call Center, the settings are entered in the system. To continue programming, you must log on again and change the settings. Note: If you use a phone to set up Call Center on CallPilot 150, you must use a two line display telephone. You can use a phone to set up Call Center only if you use CallPilot 150. You can also use CallPilot Manager to set up Call Center. Skillset 1: Enabled SKILL NEXT Display command line Display button options Display buttons
  • 22. 22 Chapter 2 About setting up Call Center P0919436 03 Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters. Each button represents a number and letters of the alphabet. Letters and numbers on the dialpad The display can show up to 16 characters. The prompt remains on the display if you enter fewer than ten characters. If you enter information where the prompt and the information is fewer than 16 characters, you can see both the prompt and the information you enter. The prompt disappears for these command line prompts: • Name: • Log: • Dest ph: To enter a character press the dialpad button that represents the letter or number. Press the button again to see the next letter or number. To accept a character press £ or press another button. When you press another button, the cursor advances and the display shows the first character on the new button. To delete a character press the BKSP display button. ⁄ 1 ’ - ¤ A B C 2 a b c ‹ D E F 3 d e f › G H I 4 g h i fi J K L 5 j k l fl M N O 6 m n o ‡ P Q R S 7 p q r s ° T U V 8 t u v · W X Y Z 9 w x y z • Quit ‚ Q Z Zero q z £ Accepts the displayed letter enters a comma (,) This is an example of a display with fewer than 16 characters, where the command line prompt remains on the display. This display shows the Name: command line prompt. When you begin to enter the last name, the Name: command line prompt disappears. For example, if you enter the name Partridge, you press à for P, and the display drops the Name: prompt. Although the name is only nine characters long, the command line prompt is not shown on the display after you enter the entire name. Pswd:1111 OTHR RETRY OK Name: RETRY BKSP OK P RETRY BKSP OK PARTRIDGE RETRY BKSP OK
  • 23. Chapter 2 About setting up Call Center 23 Nortel Networks Call Center Set Up and Operation Guide Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad. About telephone buttons This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use. You can enter ², ƒ or Ä and the code to use a feature. For example, press ²á¡Ú to access your mailbox. The T7100 works differently from other telephones on your system because it does not have line buttons. Where other telephones require that you select a line button to answer a call, on the T7100 terminal you pick up the handset. Where other telephones require you to select a line button to take a call off hold, you press ú on the T7100 terminal. On T7100 terminals, you can answer a second call by pressing ú. Your active call is put on hold and you connect to the waiting call. You can have no more than two active calls at one time. Convention Example Used for Word is in a special font (in the top line of the display) Pswd: Command line prompts on display telephones. Underlined word in capital letters (shows bottom line of a two line display telephone) PLAY Display option. Available on two line display telephones. Press the button directly below the option on the display to proceed. Dialpad buttons £ Buttons you press on the dialpad to select a particular option. Button name T7100, T7208, T7316 M7100, M7208, M7310, M7324 M7100N, M7208N, M7310N, M7324N Feature ² ƒ Ä Handsfree Bottom right-hand button © © Hold ³ú ˙ ú Volume Control à √ à Release ¨ ® ¨
  • 24. 24 Chapter 2 About setting up Call Center P0919436 03 Checking which telephone mailbox interface you use CallPilot supports two interfaces: Norstar Voice Mail and CallPilot. The System Administrator determines which interface is assigned to your mailbox. Follow the procedures in this guide that apply to the interface you use. Some procedures apply to both interfaces. To check which mailbox interface you use 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open your mailbox. 2 Check the display to see which interface you use: This is the Norstar Voice Mail interface. This is the CallPilot interface. 3 Press ¨ to end the session. 0 new 0 saved PLAY REC ADMIN No messages COMP MBOX EXIT
  • 25. 25 Nortel Networks Call Center Set Up and Operation Guide Chapter 3 Using Feature Codes You use Feature Codes to perform Call Center functions on your telephone. Feature Codes Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call Center can also use custom Feature Codes. If the default Feature Codes are used by another application, your system automatically assigns custom Feature Codes. If your System Administrator has assigned custom Feature Codes, you can use the table “Feature Codes” on page 172 to record the Custom Feature Codes. To determine the Feature Codes 1 Press ²·•⁄. 2 The display shows the name and number of the Log In/Log Out Feature Code. xx represents a number between 00 and 99. 3 Press NEXT. 4 The display shows the name and number of the Ready Mode Feature Code. 5 Press NEXT to see more Feature Codes. 6 When the display shows QUIT you have seen all the Feature Codes. 7 Press ¨ to end the session. Login/out: F9xx NEXT Ready Mode: F9xx NEXT
  • 26. 26 Chapter 3 Using Feature Codes P0919436 03 Programming a memory button with a Feature Code Each Feature Code can be programmed to a memory button. We recommend that you use memory buttons with indicators to program the Feature Codes. A memory button indicator is the triangle next to a memory button. You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready status of agents. For information about how the status appears, refer to the Nortel Networks Call Center Agent Guide. For information about using programmed memory buttons to monitor call activity, refer to “Primary and Secondary alert times” on page 151. To program a memory button Use the paper labels that come with your telephone to identify the programmed button. To use the Feature Code, press the labeled button. 1 Press ²¥Ü. Do not lift your handset. 2 The display shows Program Features. 3 Press a memory button with an LCD indicator. 4 Press ². 5 Enter the Feature Code number that you want to program. For example, enter áâá to program the Display Waiting Calls Feature Code. See the tables “Feature Codes used by Call Center agents and supervisors” on page 28 and “Agent Feature Codes” on page 28 for the Feature Codes. Repeat steps 1 through 5 for each Feature Code you want to program. 6 The display shows that the button is programmed, and then ends the session. Program Features Press a button QUIT Feature Code: QUIT F__ QUIT CLEAR Programmed
  • 27. Chapter 3 Using Feature Codes 27 Nortel Networks Call Center Set Up and Operation Guide Feature Codes used by the Call Center Administrator Use this Feature Code To... Open Mailbox ² á¡Ú • open skillset mailboxes • record skillset mailbox greetings • listen to messages in the skillset mailbox Operator Settings ² á¡Û • set or change the operator extension • indicate whether the operator is available • select the day and night service modes for skillsets • change the password for Operator Settings For more information on using the Operator Feature Code, refer to “Setting the Service Mode for skillsets” on page 130 and “Resetting the Operator password” on page 165. Voicemail DN ² á¡Þ • display the skillset mailbox number (Control DN) for each skillset • display the extension for Message Waiting Indication for the skillset mailbox • reset the passwords of the Call Center Administrator and the operator For information on the Control DN, refer to “Determining a skillset mailbox number” on page 56. For information on resetting the Operator and Call Center Administrator passwords, refer to “Resetting the Operator password” on page 165. Display Waiting Calls Skillset Status ² áâá • view real-time status information about skillsets. You can see how busy your call center is so that you can adjust skillset staffing • view whether a skillset is enabled or disabled • view the number of agents logged on to the skillset • view the number of calls waiting • view the longest wait time of a call To provide easy, one-button access to the this feature, program a memory button that has an indicator with ² áâá. Refer to “Programming a memory button with a Feature Code” on page 26. Log on/Log off Monitor skillsets ²áâÝ • log agents off if they forget to log off. For information, refer to “Logging an agent off” on page 35. Not Ready ²áâ¡ • extend a Break Time period if agents need time after calls to do paperwork or wrap up tasks. For more information about Break Time properties for a skillset, refer to “Break Time” on page 39. Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are used primarily by agents. For information on the Feature Codes used by agents, refer to “Feature Codes used by Call Center agents and supervisors” on page 28.
  • 28. 28 Chapter 3 Using Feature Codes P0919436 03 Feature Codes used by Call Center agents and supervisors If you have Custom Feature Codes, record them in the table “Feature Codes” on page 172. Agent Feature Codes For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent Guide. For more information on Feature Codes used by supervisors, refer to the “Feature Codes used by the Call Center Administrator” on page 27. Agents use this Feature Code To... Open Mailbox ² á¡Ú • access messages in a skillset mailbox Log on/Log off Monitor skillsets ²áâÝ • log on when they are in the office • view the status of the skillsets they are logged on to. Agents can program a memory button with the Log on/Log off Feature Code. The status of the calls waiting in the skillset is shown by the flash rate of the indicator. For more information refer to “Primary and Secondary alert times” on page 151. Not Ready ²áâ¡ • activate or cancel the Not Ready feature on their telephone. If the work resulting from a call requires extra time to complete, an agent can use the Not Ready Feature Code to prevent Call Center from routing another call to them. If an agent makes a phone call, or if a supervisor is monitoring a call, they first use the Not Ready Feature Code to activate the Not Ready feature. When the agent is ready to receive calls, they use this Feature Code to cancel the Not Ready feature and receive calls again. • If an agent does not answer a call within a certain number of rings, the call is returned to the skillset and the agent telephone is automatically placed into Auto Busy Mode or Auto Logout Mode. The agent must manually cancel the Auto Busy Mode feature by using the Not Ready Feature Code to continue to receive calls. Display Waiting Calls ² áâá • Agents who answer calls only during peak call periods can use Display Waiting Calls to see which skillsets have the most call activity.
  • 29. 29 Nortel Networks Call Center Set Up and Operation Guide Chapter 4 Setting up Call Center agents Agents handle the calls in your call center. Supervisors are agents with additional capabilities. Supervisors can change their own password and monitor calls between agents and callers. About adding agents Before you can add agents to your Call Center you must purchase and enable a Software Authorization Code for the number of agents that you want to add. The number of agents you can add to your call center is determined by the number of agents the Software Authorization Code enables. For how to enable a Software Authorization Code refer to“Enabling Software Authorization Codes” on page 156. For more information about Call Center agents, refer to the Nortel Networks Call Center Agent Guide. Agent properties Agent ID Each agent is assigned a unique ID number. Call Center assigns the lowest available ID number. You can assign a different ID number. Statistics are collected and reported for each ID number. For more information on statistics, refer to “Monitoring call activity” on page 159 and refer to the Nortel Networks Call Center Reporting Set Up and Operation Guide. Agent ID is based on whether you use Basic or Professional Call Center, and whether you use a CallPilot 150 or Business Communications Manager 2.5. Name The agent name can be a maximum of 13 characters. If you do not enter a name, a default agent name appears as the word Agent and the ID number, for example, Agent12. Do not create agent names that have the same first seven characters. If you use Call Center Reporting, it truncates the agent name after the first seven characters and your agent names appear identical. Supervisor Super represents the status of the agent. No in the Super column means that an agent that does not have supervisor status. Yes in the Super column means that an agent has supervisor status. Automatic answer Automatic Answer is optional. Select Automatic Answer if you want to force-deliver calls to an agent. If Automatic Answer is enabled, the agent hears a tone that indicates that a call is delivered. The agent is automatically in the handsfree mode. It is important that agents use the Not Ready feature when they are not available to receive calls. If Automatic Answer is not enabled, calls ring at the agent's telephone and the agent must answer calls manually.
  • 30. 30 Chapter 4 Setting up Call Center agents P0919436 03 In addition to these agent properties, if you use Professional Call Center you can assign agents Dynamic Priority when you assign them to a skillset. For more information refer to “Dynamic Agent Priority” on page 48. Missed Call Option The Missed Call Option controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent out of their skillset if they do not answer a call. The default is Make Not Ready (Return to Skillset). To assign how many rings before the Missed Call Option, change the timer for Transfer Callback Timeout. • If you use a Business Communications Manager 2.5 system, refer to “Timers” section of the “Configuring System Settings” chapter of the Business Communications Manager 2.5 Programming Operations Guide. • If you use a CallPilot system, refer to the Norstar System Coordinator Guide. Accepted Call Types Accepted Call Types are Voice calls only, Voice Button calls only, or both. If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear. For more information on Multimedia Call Center refer to the Multimedia Call Center Set Up and Operation Guide. Priority If you use Basic Call Center, assign a priority to the agent. If the method of call distribution for the skillset is Preferred, the agent with the highest priority receives the call. The agent priority ranges from 1 to 20. 1 is the highest agent priority for the most qualified agents. The default value is 10. For more information about method of call distribution refer to “Method” on page 39.
  • 31. Chapter 4 Setting up Call Center agents 31 Nortel Networks Call Center Set Up and Operation Guide Adding an agent or a supervisor You can use the table “Call Center agents” on page 175 to record the agents you add. To add an agent 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Agent List link. The Call Center Agent List appears. 4 Click the Add button. The Add Agent page appears. 5 If you want to change the Agent ID number, in the Agent ID box type the new Agent ID. 6 In the Name box type the name of the agent. Do not use the same first seven characters for an agent name. For more information about agent names refer to “Name” on page 29. 7 Select the Supervisor check box if you want to give the agent supervisor functionality. The default is not selected. 8 Select the Automatic Answer check box if you want calls to be force-delivered to the agent. The default is not selected. 9 From the Missed Call Option list box select Make Not Ready (Return to Skillset) or Automatic Logout. 10 From the Accepted Call Types list box select Voice, Voice Button or Both. If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear. 11 If you use Basic Call Center, from the Priority list box select a priority for the agent. 12 Click the Submit button.
  • 32. 32 Chapter 4 Setting up Call Center agents P0919436 03 Adding more than one agent You can save time by adding more than one agent at a time. When you add multiple agents, the agents have the default agent name and parameters. You can use the table “Call Center agents” on page 175 to record the agents you add. To add more than one agent 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Add Many Agents link. The Add Many Agents page appears. 4 In the From box type the lowest agent ID number of the agents you want to create. 5 In the To box type the highest agent ID number of the agents you want to create. The Agent ID numbers you enter must be between 1 and 250. 6 Select the Supervisor check box if you want the agents to have Supervisor status. 7 Select the Automatic Answer check box if you want calls to be force-delivered to the agents. 8 From the Missed Call Option list box select Make Not Ready (Return to Skillset) or Automatic Logout. 9 From the Accepted Call Types list box select Voice, Voice Button or Both. If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear. 10 If you use Basic Call Center, from the Priority list box select a priority from 1 to 20 for the agent. 11 Click the Submit button. Note: Any agents who have an agent ID number that is between the numbers you enter in the From and To boxes are not changed. These agents are not included in the number of agents added.
  • 33. Chapter 4 Setting up Call Center agents 33 Nortel Networks Call Center Set Up and Operation Guide Changing agent information You can change an agent’s: • name • supervisor status • Automatic Answer setting • Missed Call Option • Accepted Call Types To change agent information 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Agent List link. The Agent List page appears. 4 Click the Change link for the agent you want to change. The Change Agent page appears. 5 Change the properties that you want to change for the agent. 6 Click the Submit button. Repeat steps 4 and 5 for each agent you want to change. Resetting an agent’s password If an agent forgets their password, you can reset the password back to the default value (0000). After you reset the password, the agent must change their password the next time they log on. To reset an agent’s password 1 Log on to CallPilot Manager. 2 Click the Call Center heading. 3 Click the Agent List link. The Agent List page appears. 4 Click the Reset Password link for the agent whose password you want to reset. A message appears that asks you to confirm the request to reset the password. 5 Click the OK button. A message appears that the agent’s password is reset. The agent password is set to 0000. 6 Click the OK button. Note: If the agent you are changing is logged on, they must log off and log back on again for the change to take effect.
  • 34. 34 Chapter 4 Setting up Call Center agents P0919436 03 Deleting an agent Deleting an agent removes the agent from Call Center. The agent is removed from the Agent List and all the skillsets they are assigned to. If you want to remove an agent from a skillset, refer to “Removing an agent from a skillset” on page 51. To delete an agent 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Agent List link. The Agent List page appears. 4 Click the Delete link for the agent you want to delete. A message appears that asks you to confirm the deletion. 5 Click the OK button. A message appears that says the agent is deleted. 6 Click the OK button. Note: If the agent you are deleting is logged on, a message appears that states that the agent is currently logged on and asks if you want to delete the agent. To delete the agent, click the OK button.
  • 35. Chapter 4 Setting up Call Center agents 35 Nortel Networks Call Center Set Up and Operation Guide Logging an agent off Agents usually log out when they are no longer available to receive calls. If an agent leaves and does not log off, you can log the agent off. An agent that is logged off does not receive any new Call Center calls. To log an agent off 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Agent List link. The Agent List page appears. 4 Click the Force Off link for the agent you want to log off. A message appears that asks you to confirm the request to force off the agent. 5 Click the OK button. A message appears that says the agent is logged off. 6 Click the OK button. The agent status changes to Logged Off on the Agent List page. Note: If the agent you log off is on a call, the call is not interrupted.
  • 36. 36 Chapter 4 Setting up Call Center agents P0919436 03
  • 37. 37 Nortel Networks Call Center Set Up and Operation Guide Chapter 5 Setting up skillsets About skillsets Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold calls for different call center departments, such as sales and technical support. The maximum number of skillsets you can set up depends on whether you have Basic or Professional Call Center, and whether you use the CallPilot 150 or Business Communications Manager 2.5 system. For more information refer to “Number of skillsets” on page 13. You cannot change the properties of a skillset while it is in use. For more information, refer to “Skillset properties” on page 38 and “Configuring lines” on page 145. How incoming calls are sent to a skillset Incoming calls are sent to a skillset in one of the following ways: • You assign a line to be answered directly by a skillset. For information about assigning lines refer to “Setting up Call Center general properties” on page 149. • A receptionist, agent or subscriber receives a call and transfers the call to a skillset. They can transfer the call to a skillset by pressing ²àâ or TRANSFER and entering the CDN of the skillset. The receptionist, agent or subscriber must not use the Call Pickup feature. • The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that routes them to the CDN of the skillset. For more information, refer to “Automated Attendant” on page 12 and “Custom Call Routing (CCR)” on page 12. • Calls can be forwarded to the CallPilot extension of the skillset by Call Forward All Calls (CFAC), Call Forward No Answer (CFNA) or Call Forward On Busy (CFB). For information about these features, refer to the Business Communications Manager 2.5 Programming Operations Guide or the Norstar System Coordinator Guide. Note: Agents are restricted in how they can use CFAC, CFNA and CFB. For more information refer to “Features that logged on agents must not use” on page 167.
  • 38. 38 Chapter 5 Setting up skillsets P0919436 03 Skillset properties Skillset The number between 1 and 50 that is assigned to the skillset. Control DN The Control Directory Number is the extension associated with the skillset. Incoming calls transfer to the CDN of each skillset from extensions, the Automated Attendant or Custom Call Routing. The CDN is the skillset mailbox number. When you assign a CDN to a skillset: • It can be a B1 extension number that is not connected to any telephone or peripheral. • It can be a B2 extension that is not connected to a B2 application. • If a telephone or any other device uses the same extension the call center will not answer calls. • The range of B1 and B2 extensions can be determined by using the Unified Manager. The DNs do not have to be physically equipped with a Media Bay Module. • The system assigns a skillset mailbox that uses the CDN as its mailbox number. You must initialize the mailbox before you can use the skillset or the mailbox. • Do not rename a phone DN to a phone DN used by Call Center. • It is possible for i2004 devices to be assigned to the DN used by Call Center. The user does not receive an error message if this happens, even though i2004 devices usually warn a user if there are conflicting telephone DNs. Therefore, it is imperative that the i2004 programming record contains a list of CDNs used by Call Center. Limitations for B1 and B2 extensions: • A B1 extension number is the extension number that you dial to call a telephone or peripheral. A B2 extension is a spare extension that exists with every telephone but is generally not used. Some peripherals use a B2. • Both B1 and B2 extensions can answer external calls. • Both B1 and B2 extensions can have external calls transferred to them by a third person. • B1 extensions allow a set to be CFB or CFNA to them. B2 extensions do not support CFB or CFNA. Therefore a skillset that uses a B2 CDN cannot have calls forwarded to it from telephone programming. • B2 CDNs cannot be used as a prime set for target lines. • Since assigning CDNs does not require additional hardware, we recommend using B1 CDNs over B2 CDNs. B1 CDNs have better functionality than B2 CDNs. Name The skillset name is displayed: • on Call Center displays to identify the skillset • in reports • as the skillset mailbox name The skillset name can be a maximum of 16 characters. If you do not enter a name, the skillset name defaults to SKILLn where n is the skillset number. The name for each skillset is the same as the skillset mailbox name.
  • 39. Chapter 5 Setting up skillsets 39 Nortel Networks Call Center Set Up and Operation Guide MWI DN (Message Waiting Indication extension) The Message Waiting Indication extension is an optional phone number that indicates that a skillset mailbox has messages waiting. The MWI extension that you assign shows Message for you on the telephone display when there are new messages in the skillset mailbox. The MWI DN defaults to None. If you forget the MWI extensions for a skillset mailbox, you can view the MWI extensions by using the procedure “Determining a skillset mailbox number” on page 56. Method (Method of Call Distribution) The method of call distribution determines to which of several available agents to route the call. There are two methods of call distribution: Least Busy and Preferred. Least Busy routes the call to the agent who has been available the longest. Preferred routes the call to the agent with the highest priority (best qualified agent is 1). If there are several agents with the highest priority, the agent available longest with that priority will be selected. The default method of call distribution is Least Busy. If you use Call Center Professional you can assign agents different priorities depending on the skillsets they belong to. For more information refer to “Dynamic Agent Priority” on page 48. Break Time Break Time is a time period for agents to complete paperwork after they finish a call. After an agent completes a call, they are taken out of the skillset for the Break Time. The agent can extend or cancel the Break Time by using the Not Ready Feature Code. For more information, refer to “Not Ready” on page 27. The Break Time period can last from zero to 59 minutes, 59 seconds. The Break Time defaults to 30 seconds. You can change the Break Time period to zero if an agent does not need a Break Time. Delay Answer Delay Answer is a toll-saving feature that prevents Call Center from answering calls and playing greetings when there are no agents available. When a call comes in on a line belonging to a skillset that has no free agents, the call is not answered until either the Delay Answer time elapses or an agent becomes available, whichever happens first. During the Delay Answer time, the waiting callers hear ringback. To activate the Delay Answer feature, enter a time for Delay Answer. The Delay Answer time can be a minimum of zero seconds and a maximum of 10 minutes. The default Delay Answer time is 00:00. Attendant extension The attendant extension is the extension used if a caller requests to talk to the operator after the callers transfers to the Automated Attendant or CCR. The attendant extension is optional. If you do not assign an attendant extension, the call is sent to the system attendant extension. Language preference Language preference can be either Primary or Alternate. The language preference is the language choice used for prompting callers who transfer to the Automated Attendant or CCR. Language preference appears only on a system that is configured as bilingual.
  • 40. 40 Chapter 5 Setting up skillsets P0919436 03 Setting up or changing a skillset You can record skillset properties in the table “Call Center skillsets” on page 173. To set up or change a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 If you want to set up a skillset, click the Configure link for the skillset you want to set up or if you want to change a skillset, click the Properties link for the skillset you want to change. The Skillset Properties page appears. 5 In the Control DN box, type the extension for the skillset. For more information, refer to “Control DN” on page 38. Note: Before you can change a skillset you must disable the skillset and wait until there are no calls in the skillset. You cannot change a skillset while it is in use.
  • 41. Chapter 5 Setting up skillsets 41 Nortel Networks Call Center Set Up and Operation Guide 6 In the Name box type the name for this skillset. The skillset name can be a maximum of 16 characters. 7 In the MWI DN box, type the extension of the telephone that you want to display the Message Waiting Indicator for the Skillset Mailbox. 8 From the Method list box, select Least Busy or Preferred. The default is Least Busy. 9 In the Break Time box enter the Break Time period. The default Break Time is 00:30. 10 In the Delay Answer box enter the delay answer time. The default delay answer time is 00:00. 11 If you want to assign and attendant to the skillset, in the Attendant Ext box type the extension of the attendant. 12 If your system is configured for bilingual operation, from the Prompt Language list box, select Primary or Alternate. The Prompt Language list box does not appear if you do not use bilingual operation. For more information on bilingual operation refer to “Assigning the Call Center language” on page 149. 13 Click the Submit button. A message appears that says a new mailbox is created, and that you must initialize it before you enable the skillset. For how to initialize a mailbox refer to “Initializing a skillset mailbox” on page 57. 14 Click the OK button.
  • 42. 42 Chapter 5 Setting up skillsets P0919436 03 Setting up DID routing You can route calls based on their Direct Inward Dialing (DID) number. DID is the ability to make a telephone call directly into an internal extension, without having to go through the operator. To route DID calls, set up a DID target line and assign the target line to a skillset. To set up DID routing for Business Communications Manager 2.5 1 In Unified Manager, set up a DID target line. For information about setting up a DID target line refer to the Business Communications Manager 2.5 Programming Operations Guide. 2 In CallPilot Manager, configure the target line number to be answered by Call Center. For information about configuring lines refer to “Configuring lines” on page 145. To set up DID routing for CallPilot 150 1 From a Norstar phone, set up a DID target line. For information about setting up a DID target line refer to the Norstar System Coordinator Guide. 2 In CallPilot Manager, configure the target line number to be answered by Call Center. For information about configuring lines refer to “Configuring lines” on page 145.
  • 43. Chapter 5 Setting up skillsets 43 Nortel Networks Call Center Set Up and Operation Guide Setting up CLID/DNIS Routing If you use Business Communications Manager 2.5, you can set up CLID/DNIS Routing Tables. CLID/DNIS Routing is the initial routing that Call Center calls encounter. The CLID/DNIS Routing you set up lets Call Center route calls quickly based on their incoming line number. Callers are routed to skillsets depending on who the caller calls, the line the call comes in on, or where the caller is calling from. Examples of using CLID/DNIS Routing Routing using CLID/ANI If your company has preferred customers or customers who have access to special services, you can set up CLID/ANI routing that recognizes the phone numbers the customers are calling from. Customers whose phone numbers are recognized are immediately routed to appropriate skillsets. The callers do not need to enter additional digits to route their calls. Routing using DNIS If your company has a customer who is a purchasing agent who frequently contacts a sales line, you can set up DNIS routing that recognizes the phone number the customer is calling. Customers who call the sales directory numbers are immediately routed to sales skillsets. Routing using Voice Button If your company has Multimedia Call Center enabled, callers can click a voice button html icon and enter the phone number they want an agent to call them at. Calls that arrive from a voice button call are recognized as Multimedia Call Center calls and routed to the appropriate skillsets. You can set up CLID/ANI rules for Multimedia Call Center Calls. The phone number that the caller enters in the web browser is the phone number that Multimedia Call Center dials when an agent receives the call. Routing using a Line If your company uses a rotary number without DNIS capability that uses lines 1 to 3, you can set up routing to send calls that come in on these lines to a specific skillset. Routing using CLID and a Line If your company uses a rotary number and subscribes to a CLID service, you can set up routing based on CLID and Line to route a special customer. Routing using CLID/ANI and DNIS If your company has customers who call the sales group or the service group frequently, you can set up routing based on CLID/ANI and DNIS to quickly route these customers. You can route the customers to a skillset with agents that specialize in service or sales to these customers.
  • 44. 44 Chapter 5 Setting up skillsets P0919436 03 CLID/DNIS Routing Table properties LIne The line is the line number the call comes in on. Any calls that arrive on this line are assigned the routing you select. The line number your enter must a line that is configured to be answered by a skillset. CLID/ANI The CLID (Calling Line Identification) or ANI (Automatic Number Identification) number identifies the caller or the location the call was made from. Any calls that have this CLID or ANI number are assigned the Priority you select. If a call matches the CLID/ANI information in the routing table, the call is routed to the skillset you choose. You can change the priority of the call in the skillset that is assigned for the line the call comes in on. DNIS DNIS (Dialed Number Identification Service) sends a call directly to an internal extension without going through the operator. A DNIS number identifies the number the call is made to. If a call matches the DNIS information in the routing table, the call is routed to the skillset you choose. You can change the priority of the call in the skillset that is assigned for the line the call comes in on. Voice Button Select the Voice Button check box if you want Multimedia Call Center calls assigned to this route. You must use Business Communications Manager 2.5 and have Multimedia Call Center enabled. Incoming Multimedia Call Center calls are assigned the Priority you select. If you select the Voice Button check box, you must leave the Line box and the DNIS box blank. Action The action is the treatment that is applied to the call: • You can move the call to another skillset • You can change the priority of the call • You can move the call to another skillset and change the priority of the call Note: The CLID routing table can support 200 rules. Each rule can be a number, or a range, such as 416*.
  • 45. Chapter 5 Setting up skillsets 45 Nortel Networks Call Center Set Up and Operation Guide Adding a CLID/DNIS Route 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the CLID/DNIS Routing Table link. The Intelligent CLID/DNIS Routing page appears. 4 Click the Insert link. The CLID/DNIS Setup page appears. 5 Set the method to identify the call: • If you want to create a rule based on the line a call comes in on, in the Line box enter the line number. • If you want to create a CLID or ANI rule, in the CLID/ANI box type the CLID or ANI number you want to assign this routing to. The CLID or ANI number identifies the caller or the location the call was made from. • If you want to create a DNIS rule in the DNIS box type the DNIS number you want to assign to this route. The DNIS number identifies the number the call is made to. • If you want to create a rule for CLID/ANI and a rotary number, in the CLID/ANI box type the CLID or ANI number and in the Line box type the line number • If you want to create a rule for CLID/ANI and DNIS, in the CLID/ANI box type the CLID or ANI number and in the DNIS box type the DNIS number
  • 46. 46 Chapter 5 Setting up skillsets P0919436 03 • If you have Multimedia Call Center enabled and you want to assign routing to Multimedia Call Center calls, select the Voice Button check box. If you select the Voice Button check box, you can enter a CLID/ANI number, but you must leave the Line box and the DNIS box blank. 6 Select the type of routing you want to apply to the call: • if you want to move the call to another skillset, select Move to Skillset and from the Skillset list box select the number of the skillset you want to route the call to • if you want to move the call to another skillset and assign it a different priority: — select Move to Skillset — from the Skillset list box select the number of the skillset you want to route the call to — from the New Call Priority list box select a priority for the call • if you want to change the priority of the call, select Change Call Priority Only and from the New Call Priority list box select a priority for the call 7 Click the Submit button. Changing a CLID/DNIS Route You can change the type of routing that applies to a CLID/DNIS call. If you want to change the type of call the routing applies to, you must create a new route in the CLID/DNIS Routing Table. To change a CLID/DNIS Route 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the CLID/DNIS Routing Table link. The Intelligent CLID/DNIS Routing page appears. 4 Click the Change link for the route you want to change. The CLID/DNIS Setup page appears for the route. 5 Select the type of routing you want to apply to the call: • If you want to move the call to another skillset, select Move to Skillset and from the Skillset list box select the number of the skillset you want to route the call to. • If you want to move the call to another skillset and assign it a different priority: — Select Move to Skillset. — From the Skillset list box select the number of the skillset you want to route the call to. — From the New Call Priority list box select a priority for the call. • If you want to change the priority of the call, select Change Call Priority Only, and from the New Call Priority list box select a priority for the call. 6 Click the Submit button.
  • 47. Chapter 5 Setting up skillsets 47 Nortel Networks Call Center Set Up and Operation Guide Deleting a CLID/DNIS Route 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the CLID/DNIS Routing Table link. The Intelligent CLID/DNIS Routing page appears. 4 Click the Delete link for the route you want to delete. The routing is removed from the CLID/DNIS Routing Table.
  • 48. 48 Chapter 5 Setting up skillsets P0919436 03 Assigning an agent to a skillset You can assign an agent to one or more skillsets. Each agent is responsible for answering calls for the skillsets they are assigned to. Dynamic Agent Priority If you use Call Center Professional on Business Communications Manager 2.5, agents can have different priorities depending upon which skillset they are logged on to. For example, when an agent is a member of the English skillset, their priority can be 1 because they are fluent in English. The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a priority of 6 when they are logged on to the German skillset. If the method of call distribution for the skillset is Preferred, the agent with the highest priority receives the call. The agent priority ranges from 1 to 20. 1 is the highest agent priority for the most qualified agents. The default value is 10. For more information about method of call distribution refer to “Method” on page 39. To assign an agent to a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Agents link for the skillset that you want to add agents to. The skillset must be configured before the Agents link appears. The Assigned Agents page appears.
  • 49. Chapter 5 Setting up skillsets 49 Nortel Networks Call Center Set Up and Operation Guide 5 Click the Assign button. The Assign Agents page appears with the available agents displayed. 6 Click the Assign check box for each agent that you want to add to the skillset. 7 If you use Professional Call Center, from the Priority list box, select the Priority of the agent. 1 is the highest priority. 8 Click the Submit button. The agent you selected appears on to the Assigned Agents page. If you want to assign another agent to this skillset, follow steps 5 through 8. 9 Click the Close button to return to the Skillset List page.
  • 50. 50 Chapter 5 Setting up skillsets P0919436 03 Changing an agent’s priority in a skillset If you use Call Center Professional on Business Communications Manager 2.5, agents can have different priorities depending upon which skillset they are logged on to. For example, when an agent is a member of the English skillset, their priority can be 1 because they are fluent in English. The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a priority of 6 when they are logged on to the German skillset. To change an agent’s priority in a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Agents link for the skillset you want to change the agent priority of. The Assigned Agents page appears. 5 Click the Change button. The Change Agent Priorities page appears. 6 Click the Change check box for the agent whose priority you want to change. You can select more than one agent if you want to assign them the same priority. 7 From the Priority list box select the priority you want to assign. 8 Click the Submit button. The Assigned Agents page shows the new priority. Repeat steps 5 through 8 for each agent you want to change.
  • 51. Chapter 5 Setting up skillsets 51 Nortel Networks Call Center Set Up and Operation Guide Removing an agent from a skillset When you remove an agent from a skillset, the agent is removed from the skillset but is not deleted from Call Center. The agent is still available, but no longer receives calls for the skillset. If you want to delete an agent from Call Center, refer to “Deleting an agent” on page 34. To remove an agent from a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Agents link for the skillset you want to remove an agent from. The Assigned Agents page appears. 5 Click the Unassign link for the agent you want to remove. A message appears that asks you to confirm your request to unassign the agent. 6 Click the OK button. The agent is removed from the Assigned Agents page. 7 Click the Close button to return to the Skillset List page. Viewing agents in a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Agents link for the skillset you want to view. The agents who are assigned to the skillset appear on the Assigned Agents page. 5 Click the Close button to return to the Skillset List page. Note: For information about using the Supervisor Monitor feature, refer to “Tips for operating Call Center” on page 161.
  • 52. 52 Chapter 5 Setting up skillsets P0919436 03 Enabling a skillset After you set up a skillset, the skillset is disabled until you enable it. Before you can enable a skillset you must: • set up the skillset with a valid Control DN. For information, refer to “Setting up or changing a skillset” on page 40. • initialize the skillset mailbox. For information, refer to “Initializing a skillset mailbox” on page 57. • record skillset mailbox greetings. For information, refer to “Recording skillset mailbox greetings” on page 62. • set up the Day and Night Routing Tables. For information, refer to “Example of a Day Routing Table” on page 132. To enable a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Enable link for the skillset to you want to enable. On the Skillset List page in the Status column the skillset changes from Disabled to Enabled.
  • 53. Chapter 5 Setting up skillsets 53 Nortel Networks Call Center Set Up and Operation Guide Disabling a skillset You must disable a skillset if you want to change the skillset properties or administer the lines. If you disable a skillset, no new calls go to the skillset. Any calls that are in the skillset get distributed until the calls are ended. To disable a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Disable link for the skillset you want to disable. A message appears that asks you to confirm the request to disable the skillset. 5 Click the OK button. On the Skillset List page in the Status column the skillset changes from Enabled to Disabled.
  • 54. 54 Chapter 5 Setting up skillsets P0919436 03 Unconfiguring a skillset You must disable a skillset if you want to change the skillset properties or administer the lines. Before you unconfigure a skillset, unassign any lines that are assigned to it by following the procedure “Configuring lines” on page 145. You must disable a skillset before you can unconfigure it. To unconfigure a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Unconfigure link for the skillset you want to unconfigure. A message appears that asks you to confirm the request to unconfigure the skillset. 5 Click the OK button. The programming for the skillset is removed from the Skillset List page. Warning: If you unconfigure a skillset, you delete the skillset properties and the programming for the skillset. This includes the general properties, the assigned agents and the routing table information.
  • 55. 55 Nortel Networks Call Center Set Up and Operation Guide Chapter 6 Setting up skillset mailboxes About skillset mailboxes Each skillset has a mailbox that stores messages left by callers. A skillset mailbox is created automatically when you set up a skillset. There is one skillset mailbox for each skillset. The skillset mailbox number is the same as the Control Directory Number (CDN) of the skillset. Skillset mailboxes have these Class of Service settings: • they use the primary prompt language • their maximum message time is 15 minutes • their maximum message length is three minutes • their maximum message retention is 30 days • they have a maximum greeting length of one minute The default Class of Service for skillset mailboxes is 1. To prepare a skillset mailbox to receive messages: • know the skillset mailbox number (CDN) of each skillset mailbox. If you do not know the skillset mailbox number, refer to “Determining a skillset mailbox number” on page 56 • initialize the skillset mailbox • record the skillset mailbox greetings You can use the table “Skillset mailboxes” on page 177 to record the skillset mailboxes you set up.
  • 56. 56 Chapter 6 Setting up skillset mailboxes P0919436 03 Determining a skillset mailbox number You must know a skillset mailbox number before you can set up the skillset mailbox. The skillset mailbox number is the mailbox’s Control DN. If you know the skillset mailbox number, you can initialize the mailbox. Refer to “Initializing a skillset mailbox” on page 57. To determine a skillset’s mailbox number and Message Waiting Indication telephone 1 Press ²·°Þ. 2 Press NEXT. 3 The skillset mailbox number for skillset 1 is displayed. If None appears the skillset is not configured. Press NEXT to continue. 4 The Message Waiting Indication (MWI) extension is displayed. If there are messages in the skillset 1 mailbox, MWI appears at this extension. You assign the MWI extension when you set up the skillset. If Unavail appears you have not set up an MWI extension. 5 Press next to view the skillset mailbox number and MWI extension for each skillset. 6 Press ¨ to end the session. Set xxxx NEXT CDN 1:xxxx NEXT Ext 1: xxx NEXT
  • 57. Chapter 6 Setting up skillset mailboxes 57 Nortel Networks Call Center Set Up and Operation Guide Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it. Choose a password for the skillset mailbox that is between four to eight digits long and does not start with zero. Give the skillset mailbox passwords to the agents who are responsible for retrieving messages. Initializing a skillset mailbox involves: • choosing a password from four to eight digits long that does not start with zero • changing the skillset mailbox default password to the new password • recording the skillset mailbox name in the Company Directory To initialize a skillset mailbox 1 Press ²á¡Ú. 2 Log on by following the voice prompts. Use the skillset mailbox number and ââââ, the default password. 3 This display appears briefly to indicate that you must change the password. 4 Enter a new skillset mailbox password from four to eight digits long that does not start with zero. Press OK or £. 5 Reenter the skillset mailbox password and press OK or £. 6 At the tone, record the skillset mailbox name in the Company Directory. Do not use handsfree. Include the skillset mailbox number in the recording, For example, “Sales, mailbox 5813.” Press OK or £ to end the recording. 7 Press OK or £ to accept the recording or press PLAY or Ú to listen to the recording or press RETRY or Û to re-record your name. 8 The recorded name plays and the skillset mailbox name is displayed. The skillset mailbox name is the name you entered when you set up the skillset properties. 9 Press ¨ to end the session. Must change pswd Pswd: RETRY OK Again: RETRY OK Record name: RETRY OK Accept name? RETRY PLAY OK <Skillset name>
  • 58. 58 Chapter 6 Setting up skillset mailboxes P0919436 03 Opening a skillset mailbox You can open an initialized skillset mailbox from: • your extension • another extension • an outside tone dial telephone To open a skillset mailbox - Norstar Voice Mail To open a skillset mailbox - CallPilot 1 Press ²á¡Ú. 2 Enter the skillset mailbox password and press OK or £ or if you are at another extension, or if you are using a Guest mailbox, press OTHR or ¥ to display the Log: prompt. When this prompt appears, enter the skillset mailbox number and password. 3 After you open the skillset mailbox, the telephone display shows how many new and saved messages are in the mailbox. 1 Press ²á¡Ú. 2 Press £ or if you are at another extension, enter the skillset mailbox number and then press OK or £. 3 Enter the skillset mailbox password and press OK or £. Pswd: OTHR RETRY OK 1 new 1 saved PLAY REC ADMIN Mbox: RETRY OK Pswd: RETRY OK
  • 59. Chapter 6 Setting up skillset mailboxes 59 Nortel Networks Call Center Set Up and Operation Guide Opening a skillset mailbox remotely To open a skillset mailbox from an outside telephone • If a skillset mailbox is a Mailbox node in a CCR Tree, press the one digit number and you automatically transfer to the skillset mailbox or • Call an Operator, receptionist or subscriber and ask them to transfer you to the skillset mailbox number using ²á¡ß • After you reach the skillset mailbox, press ¥¥ during the greeting to open the skillset mailbox. If you are in Europe or Australia press ¡¡. • At the voice prompt, enter the skillset mailbox number and password and press £. Follow the voice prompts. To open a skillset mailbox directly from an outside telephone Follow either procedure to open a skillset mailbox remotely. 1 Call a telephone line that is answered by the Automated Attendant. 2 Press ¥¥ during the Automated Attendant Menu prompt. If you are in Europe or Australia press ¡¡. 3 Enter the skillset mailbox number and password, and then press £. 4 Follow the voice prompts. or 1 Call your own extension number. 2 Press ¥¥ during your personal greeting. If you are in Europe or Australia press ¡¡. 3 Enter the skillset mailbox number and password, and then press £. 4 Follow the voice prompts.
  • 60. 60 Chapter 6 Setting up skillset mailboxes P0919436 03 Skillset mailbox password To decrease the chances of unauthorized access to a skillset mailbox, change its password every 30 days. Keep a written copy of the skillset mailbox passwords in “Skillset mailboxes” on page 177. Give the skillset mailbox passwords only to the agents who retrieve messages at your call center. For security reasons, choose an uncommon password, not a predictable password like 1234 or 1111. If someone knows a skillset mailbox password, they can access the skillset mailbox and play or delete messages. They can also access CallPilot and use it fraudulently or disrupt service. Changing a skillset mailbox password You can change a skillset mailbox password at any time. A password must be from four to eight digits long and cannot start with zero. To change a skillset mailbox password 1 Press ²á¡Ú. Follow the voice prompts or the display buttons to open the skillset mailbox. 2 The skillset mailbox name appears briefly and the recorded name plays. 3 If you use the CallPilot interface: • Press ¡Ý to open the Mailbox Password menu • Go to step 4 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press PSWD or Ý • Go to step 4 4 Enter your new mailbox password and press OK or £. 5 Re-enter your new mailbox password and press OK or £. 6 This display appears briefly. 7 Press ¨ to end the session. <Skillset name> Pswd: RETRY OK Again: RETRY OK Password OK
  • 61. Chapter 6 Setting up skillset mailboxes 61 Nortel Networks Call Center Set Up and Operation Guide Resetting a skillset mailbox password To reset a skillset mailbox password 1 Start CallPilot Manager. 2 Click the Mailbox Administration heading. The Mailbox List page appears. 3 Click the Reset Password link for the skillset mailbox you want to reset the password for. A message appears that asks you to confirm your request to change the password. 4 Click the OK button. The password is reset to 0000, the default password. Note: Reset a password only if the agent who accesses the skillset mailbox forgets the password or is “locked-out”. The password for the reset mailbox is 0000. The agent who accesses the skillset mailbox cannot retrieve skillset mailbox messages until they create a new password. Tell the agent to change the default password as soon as possible. While the skillset mailbox has the default password, the mailbox is vulnerable to unauthorized access.
  • 62. 62 Chapter 6 Setting up skillset mailboxes P0919436 03 Recording skillset mailbox greetings After you initialize a skillset mailbox, record the greetings for it. You can record Primary, Alternate and Personalized greetings for each skillset mailbox. You record a Primary skillset mailbox greeting for everyday use. The Alternate skillset mailbox greeting is an optional greeting you can record for special circumstances. If your call center subscribes to Caller ID, you can record Personalized skillset mailbox greetings. If you record Primary and Alternate skillset mailbox greetings, you must choose which greeting plays to callers who reach the skillset mailbox. You can also record greetings in an Alternate Language. Callers can press á while the greeting is playing to listen to the voice prompts in the Alternate Language. Remember to inform callers in the Primary skillset mailbox greeting that they can press á to hear the Alternate Language. If the Operator Status is set to Yes, and a caller presses â during the skillset mailbox greeting, the caller transfers to the receptionist or Operator. For information about Operator Status, refer to the CallPilot Manager Set Up and Operation Guide. Inform callers in the skillset mailbox greetings that they can press â to speak to the receptionist or Operator. If the Operator Status is set to No, a caller who presses â during the skillset mailbox greeting is informed the Operator is not available, and is transferred to the skillset mailbox. Examples of Primary and Alternate greetings You must record a Primary greeting for each skillset mailbox. In the Primary greeting include the skillset mailbox name that is listed in the Company Directory. For example: “Hello. You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your name, phone number and a brief message. One of our agents will return your call as soon as possible. Thank you.” You can record an Alternate greeting for each skillset mailbox. Use an Alternate greeting for special circumstances. In the Alternate skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory. For example: “Season’s Greetings! You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your name, phone number and a brief message. One of our agents will return your call when we re-open on December 27. Thank you.”
  • 63. Chapter 6 Setting up skillset mailboxes 63 Nortel Networks Call Center Set Up and Operation Guide To record a Primary or Alternate skillset mailbox greeting 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 The skillset mailbox name appears briefly. 3 If you use the CallPilot interface: • Press ¡Û to open the Greetings Options menu • Go to step 4 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press GREET or Û • Go to step 4 4 Press REC or Ú. 5 Press PRIME or Ú to record the Primary greeting or press ALT or Û to record the Alternate greeting. If you are changing a greeting, the current greeting starts to play. 6 If this is the first time you are recording a greeting, this display appears briefly. 7 Press YES or Ú and record your greeting at the tone. 8 Press OK or £ to end the recording. 9 Press OK or £ to accept the recording or press PLAY or Ú to listen to the greeting or press RETRY or Û to rerecord the greeting. 10 Press ¨ to end the session. <Skillset name> Greeting options REC CHOOSE CFWD Greeting: PRIME ALT PERS Not recorded Record now? YES NO QUIT Record greeting: RETRY OK Accept greeting? RETRY PLAY OK
  • 64. 64 Chapter 6 Setting up skillset mailboxes P0919436 03 Choosing a Primary or Alternate skillset mailbox greeting If you record a Primary and an Alternate skillset mailbox greeting, you must choose which greeting plays. You can change the selection at any time and as often as needed. If you do not choose a greeting, the Primary skillset mailbox greeting plays. If you choose the Alternate mailbox greeting, you must set whether the mailbox accepts messages. If you choose Yes the skillset mailbox receives messages in the normal way. If you choose No: • messages cannot be left in the skillset mailbox • the Alternate mailbox greeting takes precedence over all other greetings • if a caller presses a button to fast forward the message, they hear a voice prompt that says this is a special greeting • if a caller presses a button to send a fax, the fax goes to the General Delivery Mailbox, not the skillset mailbox. If you choose the Alternate mailbox greeting, remember to change back to the Primary mailbox greeting at the appropriate time. To choose a Primary or Alternate skillset mailbox greeting 1 Press ²á¡Ú. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2 The skillset mailbox name appears briefly. 3 If you use the CallPilot interface: • Press ¡Û to open the Greetings Options menu • Go to step 4 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press GREET or Û • Go to step 4 4 Press CHOOSE or Û to select a greeting. 5 Press PRIME or Ú to select the Primary mailbox greeting and go to step 7 or press ALT or Û to select the Alternate mailbox greeting and go to step 6. <Skillset name> Greeting options REC CHOOSE CFWD Use greeting: PRIME ALT QUIT
  • 65. Chapter 6 Setting up skillset mailboxes 65 Nortel Networks Call Center Set Up and Operation Guide 6 If you choose the Alternate mailbox greeting, you are asked whether the mailbox can accept messages. Press CHNG or Ú to toggle from yes to no or press OK or £ to accept. 7 Press ¨ to end the session. Accept msgs:Y CHNG OK
  • 66. 66 Chapter 6 Setting up skillset mailboxes P0919436 03 Recording a Personalized skillset mailbox greeting If your call center subscribes to Caller ID, you can record a maximum of three Personalized greetings for each skillset mailbox. For Personalized skillset mailbox greetings, you program Call Center to recognize a specific telephone number. The Personalized skillset mailbox greeting plays only for a call from the specific telephone number. If you record a Personalized greeting, program the skillset mailbox to receive messages and choose an Alternate mailbox greeting, the Personalized greeting takes precedence over any other greetings. If you program the skillset mailbox not to receive messages and choose an Alternate mailbox greeting, the Alternate mailbox greeting takes precedence over any other greeting, including Personalized mailbox greetings. In the Personalized skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory. For example: “Hi John. You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your order. One of our agents will return your call if you need to speak to someone directly. Thank you.” To record a Personalized skillset mailbox greeting 1 Press ²á¡Ú. Follow the voice prompts or the display button options on your telephone, to open the skillset mailbox. 2 The skillset mailbox name appears briefly. 3 If you use the CallPilot interface: • Press ¡Û to open the Greetings Options menu • Go to step 4 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press GREET or Û • Go to step 4 4 Press REC or Ú. 5 Press PERS or ‹ to record a Personalized greeting. 6 Enter a Personalized greeting number of 1, 2 or 3. 7 Press CHNG or ⁄. <Skillset name> Greeting options REC CHOOSE CFWD Greeting: PRIME ALT PERS Greeting: RETRY OK Ph: CHNG OK
  • 67. Chapter 6 Setting up skillset mailboxes 67 Nortel Networks Call Center Set Up and Operation Guide Deleting a Personalized skillset mailbox greeting If you no longer need a Personalized mailbox greeting, you can delete it. To delete a Personalized mailbox greeting 8 Enter the phone number (maximum 10 digits) that you are assigning the Personalized mailbox greeting to. Press OK or £ to accept the phone number. 9 Lift your handset. At the tone, record your greeting. Press OK or £ to end the recording. 10 Press OK or £ to accept the greeting, or press PLAY or⁄ to listen to the greeting or press RETRY or ¤ to re-record the greeting. 11 Press ¨ to end the session. 1 Press ²á¡Ú. Follow the voice prompts or the display button options on your telephone, to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Û to open the Greetings Options menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press GREET or Û • Go to step 3 3 Press REC or Ú. 4 Press PERS or Ü to choose a Personalized mailbox greeting. 5 Enter the Personalized greeting number (1, 2, or 3) that you want to delete. 6 Press DEL or Û to delete the greeting. 7 Press ¨ to end the session. Ph: RETRY OK Record greeting: RETRY OK Accept greeting? RETRY PLAY OK Greeting options REC CHOOSE CFWD Greeting: PRIME ALT PERS Greeting: RETRY OK Ph: XXXXXXX CHNG DEL OK
  • 68. 68 Chapter 6 Setting up skillset mailboxes P0919436 03 Checking skillset mailboxes for messages Frequently check the skillset mailboxes for messages. Only one agent can retrieve messages from each skillset mailbox at a time. If different agents access the messages in the skillset mailbox throughout the day, each agent should: • listen to the message • write down what the message says • erase the message • return the caller’s telephone call If the caller is not available, the agent can try again later or pass the message on to another agent. If the agent who listens to the message erases the message after writing down what it says: • the next agent does not waste time listening to the same message • the next agent knows if the callback was successful or not • only one agent contacts the caller If only one agent is responsible for retrieving messages at your call center, this agent does not need to transcribe and delete each message before callback. This agent handles messages and knows the status of the old messages.
  • 69. Chapter 6 Setting up skillset mailboxes 69 Nortel Networks Call Center Set Up and Operation Guide Playing skillset mailbox messages Use the procedure for playing messages that corresponds to the interface you use: • “To play skillset mailbox messages - Norstar Voice Mail” on page 69 • “To play skillset mailbox messages - CallPilot” on page 71 To play skillset mailbox messages - Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface. The table “Playing skillset mailbox messages - Norstar Voice Mail” shows the message options available to you during and after playing messages. 1 Press ²á¡Ú. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2 Press PLAY or Û to listen to your messages. For other options, refer to the table “Playing skillset mailbox messages - Norstar Voice Mail” on page 69. 3 Press ¨ to end the session. Playing skillset mailbox messages - Norstar Voice Mail Option Button Available while playing Available after playing Description Back up Ú or < << ✔ Rewinds the message nine seconds and resumes playing it. Copy Þ or COPY ✔ ✔ Sends a copy of the message to one or more mailboxes. If you record an introduction, it must be longer than three seconds. End of Message ÜÜ or > >> > >> ✔ Goes to the end of the message. Envelope à ✔ ✔ Plays the information in the message envelope. Envelope information includes the date and time the message was sent and, if the message is internal, the directory name of the sender. Erase ¡ or ERASE ✔ ✔ Deletes the message currently playing. If no messages are playing, deletes the last message played. Deleted messages remain in the skillset mailbox until the session ends. (Refer to Notes 1 and 2 on page 70.) 2 new 0 saved PLAY REC ADMIN
  • 70. 70 Chapter 6 Setting up skillset mailboxes P0919436 03 Notes: 1 Because the skillset mailbox has limited message storage space, delete any messages you no longer need. After a certain time period, your saved messages are erased automatically. Ask your System Administrator about this. 2 You can retrieve a deleted message only if you have not quit the session in which you deleted it. For information about retrieving deleted messages refer to “Retrieving erased messages” on page 72”. Forward Ü or > >> ✔ Advances the message nine seconds and continues playing from that point. A message can be forwarded as many times as required. Next ß or ££ ✔ ✔ Plays the next message in the skillset mailbox. If you use this while a message is playing, it stops playing the current message and plays the next message in the skillset mailbox. Pause/ Continue Û or STOP/ PLAY ✔ Temporarily stops a message. When you stop the message, you can play the previous message, continue playing the current message, or skip to the next message. Previous Ý ✔ ✔ Stops playing the current message and plays the previous message. Quit ¥ ✔ Stops playing the message and plays the Mailbox main menu options. Replay ÚÚ or < << < << ✔ Replays the message from the beginning. Replay Ú ✔ Replays the last message. Reply á or REPLY ✔ ✔ Replies to a message. (Refer to Note 3 on page 71) The reply can be either: - a message to an internal sender’s mailbox - a telephone call to an internal or external party (Refer to Note 4 on page 71.) Save Message àà or SAVE ✔ Saves the message being played. (If you do not delete a message, it is automatically saved). This option is not shown on the display unless you erase a message. If you erase a message and play the message again, you can press SAVE on a two line display telephone. (Refer to Note 2 on page 70.) Volume Control ¥ ✔ Adjusts the volume of the message that is playing. The volume increases each time you press ¥. After four presses, the volume returns to the lowest level. Playing skillset mailbox messages - Norstar Voice Mail Option Button Available while playing Available after playing Description
  • 71. Chapter 6 Setting up skillset mailboxes 71 Nortel Networks Call Center Set Up and Operation Guide 3 Applies only if the Reply feature is enabled. 4 You can reply to an outside caller by dialing them back if your company subscribes to Caller ID (CLID) service. For further information about replying to an outside caller refer to “Replying to an external caller” on page 75. To play skillset mailbox messages - CallPilot Use this procedure if you use the CallPilot interface. The table “Playing skillset mailbox messages - CallPilot” shows the message options that are available to you during and after playing messages. 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. A voice prompt announces the number of new and saved messages that you have. 2 You can play any message that you want to listen to. Press Û to play the current message. For other message commands, refer to the table “Playing skillset mailbox messages - CallPilot”. 3 Press ¨ to end the session. Playing skillset mailbox messages - CallPilot Option Button Available during and after playing Description Skip Back Ú Rewinds the message five seconds and resumes playing it at that point. Skip Forward Ü Advances the message five seconds and continues playing from that point. Previous Message Ý Stops playing the current message and plays the previous message. Next Message ß Plays the next message in the skillset mailbox. If you use this while a message is playing, it stops playing the current message and plays the next message in the skillset mailbox. Call Sender á Places a call to the sender of a message. Help ¥ ✔ Offers a Help menu. Reply àÚ ✔ Replies to a message. No messages COMP MBOX EXIT
  • 72. 72 Chapter 6 Setting up skillset mailboxes P0919436 03 Retrieving erased messages After you play your messages and end your skillset mailbox session, any messages that you do not erase are saved. Since message storage space is limited, we recommend that you erase messages that are no longer needed. You can retrieve an erased message if you are still in the skillset mailbox session. An erased message remains in the skillset mailbox until you end the current session. To retrieve an erased message - Norstar Voice Mail After you erase a new or saved message, the number of new or saved messages shown on the display is decreased by one. Even though the display shows 0 new 0 saved, you can still play and retrieve any erased skillset mailbox messages. Press PLAY or Û to listen to the erased message. To retrieve an erased message - CallPilot You can retrieve a deleted message. A deleted message remains in the skillset mailbox until you end the current session. Locate the deleted message. Then press àß to restore the message. After you play the erased message, you can restore it. If you end the current session without restoring the erased message, it is permanently erased from the skillset mailbox. Envelope àÛ ✔ Plays the information in the message envelope. Envelope information includes the date and time the message was sent and, if the message is internal, the directory name of the sender. Forward Message àÜ ✔ Forwards the message to one or more mailboxes. You can record an introduction to the forwarded message. Reply All àÝ ✔ Replies to a message and all recipients of the message. (Refer to Note 3 on page 71.) Delete àß ✔ Deletes the current message. Deleted messages remain in the skillset mailbox until the session ends. (Refer to Notes1 and 2 on page 70.) Playing skillset mailbox messages - CallPilot Option Button Available during and after playing Description
  • 73. Chapter 6 Setting up skillset mailboxes 73 Nortel Networks Call Center Set Up and Operation Guide Replying to messages You can reply to internal and external callers. You can reply to an external caller if your company subscribes to CLID. The messages you record must be longer than three seconds. The system times out after five seconds of silence. Use the procedure for replying to messages that applies to the interface you use: • “To reply to an internal caller - Norstar Voice Mail” on page 73 • “To reply to an internal caller - CallPilot” on page 74 Replying to an internal caller To reply to an internal caller - Norstar Voice Mail If you use and you want to use Norstar Voice Mail reply to the caller’s extension CALL to transfer to the internal caller’s extension. leave a message in the caller’s mailbox MSG to record and send a reply to the internal caller’s mailbox. CallPilot reply to the caller’s extension Call Sender á to transfer to the internal caller’s extension. leave a message in the caller’s mailbox Reply àÚ to record and send a reply to the internal caller’s mailbox. 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 Press PLAY orÛ. 3 After you listen to the message, press REPLY or á. 4 Press CALL or Û to call the caller or press MSG or Ú to record and send a reply. 1 new 0 saved PLAY REC ADMIN End of message REPLY ERASE NEXT Reply to msg MSG CALL QUIT
  • 74. 74 Chapter 6 Setting up skillset mailboxes P0919436 03 To reply to an internal caller - CallPilot 1 Press ²á¡Ú Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2 A mailbox summary is announced. While you are in your message list, you can play any message. 3 Press Û to play the current message. 4 Press á to call the caller or press àÚ to record and send a reply.
  • 75. Chapter 6 Setting up skillset mailboxes 75 Nortel Networks Call Center Set Up and Operation Guide Replying to an external caller You can reply to an external caller if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it. For information about outdial method refer to “Assigning an outdial method to a skillset mailbox” on page 78. Before you use the Reply option you must play the message. Use the procedure that applies to the interface you use. To reply to an external caller - Norstar Voice Mail To reply to an external caller - CallPilot 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 Press PLAY or Û. 3 After you listen to the message, press REPLY or á. CallPilot dials the external number directly. 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 A mailbox summary is announced. While you are in the message list you can play any message. 3 Press Û to play the current message. 4 Press á to call the caller. CallPilot dials the external number directly. 1 new 0 saved PLAY REC ADMIN End of message REPLY ERASE NEXT
  • 76. 76 Chapter 6 Setting up skillset mailboxes P0919436 03
  • 77. 77 Nortel Networks Call Center Set Up and Operation Guide Chapter 7 Off-premise Message Notification About Off-premise Message Notification Off-premise Message Notification notifies you or a designated agent when there are new or urgent messages in the skillset mailbox. You can receive Off-premise Message Notification at any tone dial telephone number, pager or extension. You can receive notification of a message at a maximum of five different destination numbers. When the number of retry attempts is reached for each destination number, the next number in the series is called. For example, Call Center can call your car phone first when there is a message in the skillset mailbox. If there is no answer, Call Center waits five minutes and calls your car phone again. If there is still no answer, Call Center calls your car phone a third time. If there is no answer after three calls, Call Center calls the your home phone. Call Center continues to call at five minute intervals until the call is answered or all of the destinations are called three times. Off-premise Message Notification, the Retry Intervals and Maximum Number of Attempts for skillset mailboxes are assigned through the Class of Service settings in CallPilot Manager. Skillset mailboxes have a default Class of Service of 1. Class of Service 1 has these default settings for Off-premise Message Notification: • Off-premise Message Notification enabled • a Retry Interval of five minutes • a Maximum Number of Attempts of 3 For information about changing Class of Service settings, refer to the CallPilot Manager Set Up and Operation Guide. You must assign start and stop times for phone and destinations. Off-premise Message Notification begins when the start time is reached. Set the start time for a time when you are at the destination number so that you are there to receive calls. A person who receives a Off-premise Message Notification call can cancel Off-premise Message Notification to their destination number. This is useful if a destination is incorrectly programmed and a wrong party receives the calls. The recipient of an Off-premise Message Notification call hears the following voice prompt: “Message for (name of mailbox owner). To log on press Ú. If you have received this call by mistake, please press Û. After you set the Off-premise Message Notification parameters, Off-premise Message Notification is enabled automatically. Note: Set up Off-premise Message Notification for non-business hours. Then Off-Premise Message Notification does not consume a Reserved or voice channel during busy periods.
  • 78. 78 Chapter 7 Off-premise Message Notification P0919436 03 Assigning an outdial method to a skillset mailbox The outdial method determines which line, line pool or route code the system uses for Off-premise Message Notification. The default for outdial method is None. You must assign an outdial method before you can use an external telephone or a pager as an Off-premise Message Notification destination. For more information on line pools and route codes, refer to your system documentation. To assign an outdial method to a skillset mailbox 1 Start CallPilot Manager. 2 Click the Mailbox Administration heading. The Mailbox List page appears. 3 Click the Change link for the skillset mailbox you want to set up an outdial route for. The Mailbox page for the mailbox appears. 4 From the Outdial Type list box select the type of outdial method you want to use. 5 If you use a line or a line pool, in the Line/Pool# type the number of the outgoing line or line pool number you want to assign to the skillset mailbox for outdialing. 6 Click the Submit button. Warning: Do not change the extension number assigned to the skillset mailbox. If this extension number is changed, callers in the skillset cannot access the skillset mailbox and you cannot change the Skillset general parameters. To correct a wrong extension number, change the extension number to the Control DN of the skillset.
  • 79. Chapter 7 Off-premise Message Notification 79 Nortel Networks Call Center Set Up and Operation Guide Off-premise Message Notification parameters You can set up the parameters for Off-premise Message Notification from any tone dial phone. The parameters are: • destination type (phone, extension or pager) • destination number (phone, extension or pager) • time range for receiving calls at phone numbers or extensions (Pagers are notified any time there is a qualifying message.) • types of message you want to receive (all new messages or just urgent messages) Note: The restrictions that apply to your phone line also apply to Off-premise Message Notification numbers. For example, if you cannot dial long distance phone numbers from your phone, you cannot have a long distance Off-premise Message Notification destination number.
  • 80. 80 Chapter 7 Off-premise Message Notification P0919436 03 Setting up Off-premise Message Notification Follow these instructions if you have not set up Off-Premise Message Notification and are setting it up for the first time. If you have set up Off-Premise Message Notification, refer to the section on “Changing Off-premise Message Notification” on page 90. To set up Off-premise Message Notification to a phone number To set up Off-premise Message Notification to refer to a phone number page 80 an extension page 83 a pager page 85 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press PHONE or Ú to choose a phone number destination. 5 Enter the destination phone number and press OK or £. The destination phone number is a maximum of 30 digits. Msg notify ADMIN SELECT Destination: PHONE EXT PAGER Ph: RETRY OK
  • 81. Chapter 7 Off-premise Message Notification 81 Nortel Networks Call Center Set Up and Operation Guide 6 Press OK or £ to accept the destination phone number represented by <x> or press ADD or Û to add special characters and use your dialpad or follow the voice prompts to add characters. After you add special characters, press OK or £ to accept the destination number. 7 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. 8 Press AM or Ú or PM or Û. 9 Press OK or £ to accept the start time. 10 Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero. 11 Press AM or Ú or PM or Û. 12 Press OK or £ to accept the stop time. 13 Press YES or Ú if you want to set up another destination number or press NO or £ if you do not want to set up another destination number. 14 Press NEXT or £ to accept the start time that you entered or press CHNG or Ú to change the start time. 15 Press NEXT or £ to accept the stop time that you entered or press CHNG or Ú to change the stop time. <x> ADD OK Start hhmm: RETRY OK <start time> RETRY AM PM <start time> RETRY OK Stop hhmm: RETRY OK <stop time> RETRY AM PM <stop time> RETRY OK More dest? YES NO Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT
  • 82. 82 Chapter 7 Off-premise Message Notification P0919436 03 16 Press OK or £ if you want to be notified when the skillset mailbox receives a new message or press CHNG or Ú if you want to be notified only when the skillset mailbox receives an urgent message. 17 Press ¨ to end the session. Msg type: new CHNG OK Msg notify ADMIN SELECT
  • 83. Chapter 7 Off-premise Message Notification 83 Nortel Networks Call Center Set Up and Operation Guide To set up Off-premise Message Notification to an extension 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press EXT or Û to choose an extension as the destination. 5 Enter the destination number and press OK or £. 6 Press OK or £ to accept the destination extension. The <x> represents the extension. 7 Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by zero. 8 Press AM or Ú or PM or Û. 9 Press OK or £ to accept the start time. 10 Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero. Msg notify ADMIN SELECT Destination: PHONE EXT PAGER Ext: RETRY OK Accept:<x> RETRY OK Start hhmm: RETRY OK <start time> RETRY AM PM <start time> RETRY OK Stop hhmm: RETRY OK
  • 84. 84 Chapter 7 Off-premise Message Notification P0919436 03 11 Press AM or Ú or PM or Û. 12 Press OK or £ to accept the stop time. 13 Press YES or Ú if you want to set up another destination number or press NO or £ if you do not want to set up another destination number. 14 Press NEXT or £ to accept the start time that you entered or press CHNG or Ú to change the start time. 15 Press NEXT or £ to accept the stop time that you entered or press CHNG or Ú to change the stop time. 16 Press OK or £ if you want to be notified when you the skillset mailbox receives a new message or press CHNG or Ú if you want to be notified only when the skillset mailbox receives an urgent message. 17 Press ¨ to end the session. <stop time> RETRY AM PM <stop time> RETRY OK More dest? YES NO Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type: new CHNG OK Msg notify ADMIN SELECT
  • 85. Chapter 7 Off-premise Message Notification 85 Nortel Networks Call Center Set Up and Operation Guide About setting up Off-premise Message Notification to a pager number Example of a destination pager number If you are assigning a pager destination number from behind a PBX, remember to insert a á (depending on your system) before the £ to access an outside line. There is a combined limit of 30 characters for the pager phone number and the pager message. For example, to reach your pager, enter: £ÝÛÞÞÞÚÛÜÝ£Ü where: • £ specifies the next digits are special characters • Ý recognizes dial tone • Û specifies that the next digits are the numbers to be dialed • ÞÞÞÚÛÜÝ is the pager phone number dialed • Ü inserts a timed pause Depending on the company supplying your paging service, the programming sequence can vary. For more information about setting the destination phone number parameters for your pager, contact your pager company. To set up Off-premise Message Notification to a pager 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3
  • 86. 86 Chapter 7 Off-premise Message Notification P0919436 03 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press PAGER or Ü to select a pager number destination. 5 Enter the destination pager number and press OK or £. 6 Press OK or £ to accept the destination pager number represented by <x> or press ADD or Û to add special characters and use your dialpad or follow the voice prompts to add characters. After you add special characters, press OK or £. 7 Press NEXT or £ to accept the default pager message represented by <xxxx>. The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or press CHNG or Ú to change the pager message. The combined limit is 30 characters for the pager phone number and the pager message. 8 Press YES or Ú if you want to set up another destination number or press NO or £ if you do not want to set up another destination number. 9 Press OK or £ to be notified when the skillset mailbox receives a new message or press CHNG or Ú to change the message type to be notified only when the skillset mailbox receives an urgent message. 10 Press ¨ to end the session. Msg notify ADMIN SELECT Destination: PHONE EXT PAGER Pager: RETRY OK <x> ADD OK Show:<xxxx> CHNG NEXT More dest? YES NO Msg type: new CHNG OK Msg notify ADMIN SELECT
  • 87. Chapter 7 Off-premise Message Notification 87 Nortel Networks Call Center Set Up and Operation Guide To set up Off-premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers. The following steps show you how to enter a phone number destination and then add a pager destination for the first time. 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press PHONE or Ú to choose a destination phone number. 5 Enter the destination phone number and press OK or £. The destination phone number cannot be longer than 30 digits. 6 Press OK or £ to accept the destination phone number, represented by <x> or press ADD or Û to add special characters and use your dialpad or follow the voice prompts to add characters. 7 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. 8 Press AM or Ú or PM or Û. Msg notify ADMIN SELECT Destination: PHONE EXT PAGER Ph: RETRY OK <x> ADD OK Start: hhmm: RETRY OK <start time> RETRY AM PM
  • 88. 88 Chapter 7 Off-premise Message Notification P0919436 03 9 Press OK or £ to accept the start time. 10 Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single digit hour and minute must be preceded by a zero. 11 Press AM or Ú or PM or Û. 12 Press OK or £ to accept the stop time. 13 Press YES or Ú to set up another destination number. 14 Press SETUP to set up another destination number. 15 Press PAGER or Ü to select a pager number destination. 16 Enter the destination pager number and press OK or £. 17 Press OK or £ to accept the destination pager number represented by <x> or press ADD or Û to add special characters and use your dialpad or follow the voice prompts to add characters. After you add special characters, press OK or £. 18 Press NEXT or £ to accept the default pager message represented by <xxxx>. The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or press CHNG or Ú to change the pager message. The combined limit is 30 characters for the pager phone number and the pager message. 19 The display shows that the second destination is a pager. Press NEXT or £ to continue. 20 Press NEXT or £ to continue or press SETUP to add another destination. <start time> RETRY OK Stop hhmm: RETRY OK <stop time> RETRY AM PM <stop time> RETRY OK More dest? YES NO Notify2: none SETUP NEXT Destination: PHONE EXT PAGER Pager: RETRY OK <xxxx> ADD OK Show<xxxx> CHNG NEXT Notify2: pager CHNG OTHR NEXT Notify 3: none SETUP NEXT
  • 89. Chapter 7 Off-premise Message Notification 89 Nortel Networks Call Center Set Up and Operation Guide 21 Press NEXT or £ to accept the start time that you entered or press CHNG or Ú to change the start time. 22 Press NEXT or £ to accept the stop time that you entered or press CHNG or Ú to change the stop time. 23 Press OK or £ to be notified when the skillset mailbox receives a new message or press CHNG or Ú to be notified only when the skillset mailbox receives an urgent message. 24 Press ¨ to end the session. Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type: new CHNG OK Msg notify ADMIN SELECT
  • 90. 90 Chapter 7 Off-premise Message Notification P0919436 03 Changing Off-premise Message Notification You can change the parameters and destinations for Off-Premise Message Notification. Refer to “Off-premise Message Notification parameters” on page 79 for more information about parameters. If you want to change the time or message type parameters, use the procedure “To change the time range or type of message parameters” on page 90 If you want to change the destination type refer to the procedure for the destination type. To change the time range or type of message parameters To change the destination type refer to from a phone to an extension, pager or another phone number page 92 from a pager to an extension or phone page 94 from a phone or extension to a pager page 96 1 Press ²á¡Ú. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press NEXT. If you want to change the destination type refer to “To change the destination type” on page 90 for the appropriate procedure. 5 Press NO or £ to continue. Msg notify ADMIN SELECT Notify:<x> CHNG NEXT More dest? YES NO
  • 91. Chapter 7 Off-premise Message Notification 91 Nortel Networks Call Center Set Up and Operation Guide 6 Press CHNG or Ú to change the start time or press NEXT or £ to accept the start time. 7 Press CHNG or Ú to change the stop time or press NEXT or £ to accept the stop time. 8 Press CHNG or Ú to change the message type to urgent. Press OK or £ to accept the new default message. You can choose to be notified of all new messages or urgent messages only. Change the message type to urgent to be notified only when the skillset mailbox receives an urgent message. 9 Press ¨ to end the session. Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type: new CHNG OK Msg notify ADMIN SELECT
  • 92. 92 Chapter 7 Off-premise Message Notification P0919436 03 To change the destination from phone to another destination 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press CHNG or Ú to change the destination. 5 Press PHONE or Ú to choose another phone number destination or press EXT or Û to choose an extension destination or press PAGER or Ü to choose a pager number destination. 6 Enter the destination number and press OK or £. The destination phone number cannot be longer than 30 digits. 7 Press OK or £ to accept the destination number or press RETRY or ¥ to re-enter the destination number. 8 Press NEXT or £ to continue or press CHNG or Ú to change the destination, and repeat steps 6 through 8. 9 Press YES or Ú if you want to set up another destination number or press NO or £ if you do not want to set up another destination number. Msg notify ADMIN SELECT Notify: phone CHNG NEXT Destination: PHONE EXT PAGER <x> RETRY OK Accept:<xxxx> RETRY OK Notify:<x> CHNG NEXT More dest? YES NO
  • 93. Chapter 7 Off-premise Message Notification 93 Nortel Networks Call Center Set Up and Operation Guide 10 Press CHNG or Ú to change the start time or press NEXT or £ to accept the start time. 11 Press CHNG or Ú to change the stop time or press NEXT or £ to accept the stop time. 12 If you want to change message notification, press CHNG or Ú if you want to be notified only when the skillset mailbox receives an urgent message. Press OK or £. 13 Press ¨ to end the session. Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type:new CHNG OK Msg notify ADMIN SELECT
  • 94. 94 Chapter 7 Off-premise Message Notification P0919436 03 To change the destination from pager to phone or extension 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to change Off-premise Message Notification. The displays a review of the first destination type and destination number. 4 Press CHNG or Ú to change the destination type and the destination number. 5 Choose the type of destination number: press PHONE or Ú to choose a phone number destination or press EXT or Û to choose an extension destination. 6 Enter the destination number you want to set up Off-Premise Message Notification for. <x> represents the destination number. Press OK or £ to accept the destination number or press RETRY or ¥ to re-enter the number. 7 Press NEXT or £ to continue. 8 Press YES or Ú if you want to set up another destination, and repeat steps 6 through 8 or press NO or £ if you do not want to set up another destination. Msg notify ADMIN SELECT Modify:pager CHNG NEXT Destination: PHONE EXT PAGER <xxxx>: RETRY OK Notify:<x> CHNG NEXT More dest? YES NO
  • 95. Chapter 7 Off-premise Message Notification 95 Nortel Networks Call Center Set Up and Operation Guide 9 Press CHNG or Ú to change the start time or press NEXT or £ to accept the start time. 10 Press CHNG or Ú to change the stop time or press NEXT or £ to accept the stop time. 11 If you want to change message notification, press CHNG or Ú if you want to be notified only when the skillset mailbox receives an urgent message. Press OK or £. 12 Press ¨ to end the session. Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type:new CHNG OK Msg notify ADMIN SELECT
  • 96. 96 Chapter 7 Off-premise Message Notification P0919436 03 To change the destination from phone or extension to pager 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to change Off-premise Message Notification. The displays show a review of the first destination type and destination number. 4 Press CHNG or Ú to change the destination type and the destination number. <x> represents the type of destination (phone or extension). 5 Press PAGER or Ü to choose a pager number destination. 6 Enter the pager number and press OK or £ to continue. 7 Press OK or £ to accept the destination pager number represented by <x> or press ADD or Û to add special characters and use your dialpad or follow the voice prompts to add characters. After you add special characters, press OK or £. Msg notify ADMIN SELECT Notify:<x> CHNG NEXT Destination PHONE EXT PAGER Pager: RETRY OK <x> ADD OK
  • 97. Chapter 7 Off-premise Message Notification 97 Nortel Networks Call Center Set Up and Operation Guide 8 Press NEXT or £ to accept the default pager message represented by <xxxx>. The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or press CHNG or Ú to change the pager message. The combined limit is 30 characters for the pager phone number and the pager message. 9 The display shows notification is set up to a pager. Press NEXT or £ to continue. 10 Press YES if you want to set up another destination number or press NO if you do not want to set up another destination number. 11 Press OK or £ if you want to be notified when the skillset mailbox receives a new message or press CHNG or Ú if you want to be notified only when the skillset mailbox receives an urgent message. 12 Press ¨ to end the session. Show:<xxxx> CHNG NEXT Notify: pager CHNG NEXT More dest? YES NO Msg type: new CHNG OK Msg notify ADMIN SELECT
  • 98. 98 Chapter 7 Off-premise Message Notification P0919436 03 Deleting a destination number If you have more than one destination number for Off-premise Message Notification, you can delete a destination. To delete a destination number 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press OTHR if you want to delete the first destination or press NEXT or £ to view the other destinations until you find the destination that you want to delete. When you find the destination that you want to delete, press OTHR. 5 Press DEL to delete the first destination number. 6 The first destination number is deleted. The Notify 2 destination changes to become the Notify 1 destination number. To delete more destination numbers, press OTHR and repeat steps 4 and 5. 7 Press ¨ to end the session. Msg notify ADMIN SELECT Notify1:<x> CHNG OTHR NEXT Notify 1:<x> DEL INS QUIT Notify1:<x> CHNG OTHR NEXT Msg notify ADMIN SELECT
  • 99. Chapter 7 Off-premise Message Notification 99 Nortel Networks Call Center Set Up and Operation Guide Adding a destination number Use this procedure if you have set up Off-premise Message Notification and you want to add another destination number. You can have up to five destination numbers. To add a destination number 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or Ú to set up Off-premise Message Notification. 4 Press NEXT or £ to continue. 5 Press YES or Ú to set up another destination number. 6 Press SETUP or Ú to set up another destination number and follow the steps in “To set up Off-premise Message Notification to a phone number” on page 80 or “To set up Off-premise Message Notification to an extension” on page 83 or “To set up Off-premise Message Notification to a pager” on page 85. Msg notify ADMIN SELECT Notify:<x> CHNG NEXT More dest? YES NO Notify2: none SETUP NEXT
  • 100. 100 Chapter 7 Off-premise Message Notification P0919436 03 Turning Off-premise Message Notification on or off You can turn Off-premise Message Notification on or off at any time. If you turn Off-premise Message Notification off, you do not affect any of the assigned parameters. To turn Off-premise Message Notification on or off 1 Press ²á¡Ú. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press ¡Þ to open the Mailbox Tools • Press NOTIF or Û to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ¡ • Press ß to open the Off-premise Message Notification menu • Go to step 3 3 Press SELECT or Û to set up Off-premise Message Notification. 4 Press CHNG or Ú to turn Off-premise Message Notification off if it is on (as shown). 5 Press OK or ¥ or press TIME to review the start and stop time parameters. 6 Press ¨ to end the session. Msg notify ADMIN SELECT Notify on CHNG TIME OK Notify off CHNG TIME OK Mailbox admin GREET PSWD QUIT
  • 101. 101 Nortel Networks Call Center Set Up and Operation Guide Chapter 8 Recording Call Center Greetings About Call Center greetings Call Center greetings encourage callers to stay on the line until an agent is available. You can record greetings in different languages and change them as often as you like. You can include information in your greetings such as: • your hours of service • a request for callers to have their account number ready • how to leave a message • an announcement of a sale • product lists • upcoming special events The table “A comparison of Basic and Professional Call Center” on page 13 shows how many greetings you can record, depending on which Call Center you use. Types of Call Center greetings You can record different types of greetings for Call Center. Before you record your greeting, determine what information the greeting includes. When you prepare your greeting, include important times and dates. Keep greetings as short and concise as possible. Use the following examples of greetings as a reference. General company greeting The general company greeting informs callers that they have reached the correct company. It can also include the location and business hours of your company. “Thank you for calling Bridgestone Computers. We are located at 52 Main Street. Our hours of service are Monday to Friday from 8:00 until 5:00. Please stay on the line and an agent will be with you as soon as possible. Or press to leave a message and one of our agents will return your call.” Please wait greeting Please wait greetings encourage callers to stay on the line. “All our agents at Bridgestone Computers are currently busy, but please hold as your call is very important to us.“ Information greeting An information greeting provides messages and announcements to callers. “Thank you for calling Bridgestone Computers. This week we have extended our hours until we sell all spring merchandise. We will be open until 9:00 pm Monday through Thursday, and we will be open until midnight on Friday! Please come in and see us at 52 Main Street.”
  • 102. 102 Chapter 8 Recording Call Center Greetings P0919436 03 Transfer greeting A transfer greeting lets a caller transfer their call. “Please press 1 to leave a message and one of our agents will return your call. Press 2 to return to the previous choices.” Non-business hours greeting Your non-business hours greeting will be played after your business is closed: “You have reached Bridgestone Computers. Our hours of service are Monday to Friday from 8:00 until 12:00 and 1:00 until 5:00. To leave a message, please press zero. An agent will return your call when we re-open. Thank you for calling.”
  • 103. Chapter 8 Recording Call Center Greetings 103 Nortel Networks Call Center Set Up and Operation Guide Recording a Call Center greeting Before you record a greeting, write the greeting out so that you include everything that you want to say. We recommend that you record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20 seconds, callers must wait in a skillset a longer time before they hear another greeting. To record a call center greeting 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Greetings link. The Call Center Greetings page appears.
  • 104. 104 Chapter 8 Recording Call Center Greetings P0919436 03 4 Click the Voice link for the number of the greeting you want to record. The page you can record a greeting from appears. 5 In the Connect to box, type the extension number or telephone number you are using to record the greeting. For a local extension, type the extension number. For a telephone number that is not a local extension, type the sequence of digits that dial the telephone number from the voicemail system. For example, you might need to dial 9, the area code, and then the telephone number. 6 Click the Record button. The telephone rings. 7 Pick up the handset. Do not use Handsfree. After the tone, record your greeting. 8 After you finish recording your prompt, click the Stop button. 9 To listen to the prompt, click the Play button or to save the recording, click the Save button. The recording replaces a previously recorded greeting. 10 Click the Close button and replace the telephone handset. You can disconnect the telephone by clicking the Hang Up button or replacing the telephone handset. The next time you use Play or Record, the phone number shown in the Connect to box is dialed. You do not need to hang up each time. The connection remains for several minutes, even if you close the page. You can access another greeting without having to re-answer your telephone. The connection disconnects after several minutes of inactivity, or if you log off CallPilot Manager.
  • 105. Chapter 8 Recording Call Center Greetings 105 Nortel Networks Call Center Set Up and Operation Guide Importing a Call Center greeting If you use Professional Call Center on Business Communications Manager 2.5 you can import a previously recorded greeting. You cannot import a previously recorded greeting if you use CallPilot 150. To import a previously recorded greeting or prompt 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Greetings link. The Call Center Greetings page appears. 4 Click the Voice link for the number of the greeting you want to record. The page you can record a greeting from appears. 5 If you know the location of the greeting, in the Import box type the location of the file and click the Send button or if you do not know the location of the greeting, at the Import option click the Browse button and follow steps 6 through 9. The Open dialog box appears. 6 From the Look in list, select the location of the file. 7 In the File name box, type the file name. 8 From the Files of type list, select the file type. 9 Click the Open button. 10 Click the Send button. 11 To play the greeting or prompt, in the Connect to box type an extension or telephone number and click the Play button. Your telephone rings. 12 Answer the phone to listen to the greeting. 13 Click the Save button to save the greeting. The greeting you save replaces the previously recorded greeting. 14 Click the Close button and replace the telephone handset.
  • 106. 106 Chapter 8 Recording Call Center Greetings P0919436 03 Exporting a Call Center greeting If you use Professional Call Center on Business Communications Manager 2.5, you can export a previously recorded greeting to a computer file in WAV or in its native format. You cannot export a previously recorded greeting or prompt if you use CallPilot 150. Export the greeting in its native format if you want to re-import the file later. You can re-import the file to your system or another Call Center or CallPilot system. Export the file in its native format if you want to use the same greetings at different company locations. If you keep the file in its native format, you avoid converting the file to another format, which can lessen its sound quality. Export the greeting or prompt in WAV format if you want to edit the sound file on your computer. To export a previously recorded greeting 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Greetings link. The Call Center Greetings page appears. 4 Click the Voice link for the number of the greeting you want to export. The page you can export a greeting from appears. 5 At the Export option click either the Native Encoding or WAV Encoding link. The File Download dialog box appears. 6 Click Save this file to disk and click the OK button. The Save As dialog box appears. 7 From the Save in list box, navigate to where you want to save the file and click the Save button.
  • 107. 107 Nortel Networks Call Center Set Up and Operation Guide Chapter 9 Setting up Routing Tables About Routing Tables Routing tables determine how the system answers, holds and routes incoming calls to agents in your call center. You set up routing tables to handle incoming calls for each skillset. A call in a skillset receives the treatment specified by the routing table. The treatment can be a combination of greetings, transfers, distribution, and being on hold. If an agent becomes available, the call is sent to the available agent. Each skillset has a Day and a Night Routing Table. Set up the Day Routing Table for your business hours. Set up the Night Routing Table for your non-business hours. The maximum number of steps you can add to a routing table is 20. You can record the routing table steps you create in “Routing Tables” on page 178. About Intelligent routing Intelligent routing gives you tremendous flexibility in controlling how calls are routed. Intelligent routing includes these methods for moving a call, based on various conditions: Intelligent CLID/DNIS Routing • the ability to route calls according to Voice Button, CLID/ANI, DNIS, ISDN Calling Number • this routing is applied when the call first enters the Call Center • for information on CLID/DNIS routing, refer to “Setting up CLID/DNIS Routing” on page 43. Intelligent Caller Input Routing, Basic • the ability to route calls to the Automated Attendant, a CCR Tree, an operator or a skillset mailbox • this routing is applied when callers press a key in response to instructions in a greeting Intelligent Caller Input Routing, Advanced • includes the Basic capabilities plus the ability to create rules that route calls to other skillsets and locations depending on the caller input • is available if you use Professional Call Center Intelligent Overflow Routing • routes calls to extensions, mailboxes, external phone number, the Automated Attendant, the skillset mailbox or CCR Tree as a transfer target • lets you change the priority of the call • is available if you use the Business Communications Manager 2.5 system
  • 108. 108 Chapter 9 Setting up Routing Tables P0919436 03 Intelligent Overflow Routing Use Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset for an agent. You can specify that a waiting call: • overflows to one or more skillsets and keeps its conditions and original skillset greetings • moves to another skillset where the call loses its conditions, becomes part of the new skillset, and hears the new skillset greetings. The system tracks the total length of the call from the time the call enters the system until it is answered. • transfers to the skillset mailbox • transfers to an extension, mailbox, external telephone number, CCR Tree, Automated Attendant or operator • changes in priority level Intelligent Overflow Routing handles calls differently depending on the rules that you create. Each rule is based on a mode, one or more conditions, and one or more actions. Mode Intelligent Overflow Routing looks at the mode the skillset is in to determine how to handle a call. A skillset can be in Day mode, Night mode, or 24 Hour Service. Each mode can have its own rules for how to handle calls. The default mode is Day. Condition After Intelligent Overflow Routing determines what mode the skillset is in, Intelligent Overflow Routing determines what conditions apply to the call. The two possible conditions are: • Whether the timer expires. You set the length of time a call waits for an agent before the call is sent to the destination that you specify. The maximum time a call can wait is 59:59. When a call enters a skillset, the timer starts at 00:00. Overflow rules are applied according to the time a call is in a skillset, not according to the total time a call is in the system. For example, if you set up skillset 1 to move a call to skillset 2 after five minutes, and you set up skillset 2 to move a call to skillset 1 after two minutes, a call in skillset 1 will be moved to skillset 2 after five minutes. The call will move back to skillset 1 after an additional two minutes, then back to skillset 2 after an additional five minutes. • Whether there are agents logged on to the skillset. If there are no agents logged on to the skillset, the call is sent to the destination that you specify. If you select the Agents Not Logged In check box, the overflow rule applies if there are no agents logged on to the skillset. If you do not select the Agents Not Logged On check box, the overflow rule applies if there are agents logged on to the skillset. Note: Overflow rules apply only after Routing Table steps are completed. Note: You can select both conditions within the same rule.
  • 109. Chapter 9 Setting up Routing Tables 109 Nortel Networks Call Center Set Up and Operation Guide Action When Intelligent Overflow Routing determines that a condition is met for the call, the call goes to the destination you specify. Possible actions are: • moving the call to a new skillset. The caller hears the greetings for the new skillset. • overflowing the call to one or more skillsets. The caller continues to hear the greetings from the original skillset. • sending the call to the skillset mailbox • transferring the call to an extension, external number, mailbox, Automated Attendant, CCR Tree or operator • changing the priority of the call
  • 110. 110 Chapter 9 Setting up Routing Tables P0919436 03 Examples of Intelligent Overflow Routing rules Intelligent Overflow Routing gives you flexibility in setting the rules for how calls are handled. The following tables show examples of different ways you can configure Intelligent Overflow Routing rules. Example 1 In this example, calls to the call center go to skillset 1, which is the company’s service department. If a call is not answered by an agent within two and a half minutes, the call overflows to skillsets 2 and 3, the sales department skillsets. An agent from any of the three skillsets can answer the call. The Call Center Administrator: • selects the Day service mode • sets the timer for 2 minutes and 30 seconds • selects Overflow to Skillset as the action • selects skillsets 2 and 3 Mode Conditions Action Explanation Day 02:30 Overflow: 2,3 This Intelligent Overflow Routing rule applies only if there are one or more agents are logged on. If a call is not answered by an agent before 2 minutes and 30 seconds, the call overflows to skillsets 2 and 3. When a call overflows, it also remains queued at the original skillset destination. Note: If you want calls to overflow to multiple skillsets, specify all the skillsets in the same rule. The call bypasses skillsets with busy agents and overflows to the next skillset with an available agent.
  • 111. Chapter 9 Setting up Routing Tables 111 Nortel Networks Call Center Set Up and Operation Guide Example 2 In this example, calls to the call center go to skillset 1, which is the company help line. If there are no agents logged on to the help line, the call moves to skillset 2, which is the company’s service department. When a call moves to a new skillset, it does not remain queued at the original skillset destination. The Call Center Administrator: • selects the Day service mode • selects the Agents not logged in check box • selects Move to Skillset as the action • selects skillset 2 Example 3 In this example, calls to the call center go to skillset 1, which is the company help line. If no agents are logged on to skillset 1, the call immediately moves to skillset 2. If agents are logged on to skillset 1 and the call is not answered within two and a half minutes, the call transfers to the skillset mailbox where the caller can leave a message. The Call Center Administrator creates two rules. In the first rule the Call Center Administrator: • selects the 24 Hour service mode • selects the Agents not logged in check box • selects Move to Skillset as the action • selects skillset 2 In the second rule the Call Center Administrator: • selects the 24 Hour service mode • sets the timer to 2 minutes and 30 seconds • selects the skillset mailbox as the action Mode Conditions Action Explanation Day No Agents Move to Skillset 2 Intelligent Overflow Routing checks to see whether agents are logged on to skillset 1, but does not check the timer. If there are no agents logged on to skillset 1, the call moves to skillset 2 and gets the new greetings for skillset 2. When a call moves to a new skillset, it does not remain queued at the original skillset destination. Mode Conditions Action Explanation 24 Hour No Agents Move to Skillset 2 The call moves to skillset 2 if no agents are logged on. If agents are logged on and the call is not answered within 2 minutes and 30 seconds, the call transfers to the skillset mailbox. 24 Hour 02:30 Skillset Mailbox
  • 112. 112 Chapter 9 Setting up Routing Tables P0919436 03 Example 4 In this example, calls to the call center go to skillset 1, which is the company’s help line. If the call is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1, the call overflows to skillset 2, which is the service department. If the call is not answered within an additional two minutes, the call transfers to the skillset mailbox where the caller can leave a message. The Call Center Administrator creates two rules. In the first rule the Call Center Administrator: • selects the Day service mode • sets the timer to 2 minutes and 30 seconds • selects the Agents not logged in check box • selects Overflow to skillset as the action • selects skillset 2 In the second rule the Call Center Administrator: • selects the Day service mode • sets the timer to 4 minutes and 30 seconds • selects the skillset mailbox as the action Example 5 In this example, calls to the call center go to skillset 1, which is the company’s help line. The Night Service Mode is set to start at 6:00 pm. After 6:00 pm there are no other skillsets with agents logged on. If no agents are logged on to skillset 1 or if the call is not answered by an agent within two and a half minutes, the call transfers to the skillset mailbox. In this example, the Call Center Administrator inserts two rules. The Call Center Administrator: • selects the Night service mode for both rules • sets the timer to 2 minutes and 30 seconds as the condition for the first rule • selects the Agents not logged in check box as the condition for the second rule • selects the skillset mailbox as the action for both rules Mode Conditions Action Explanation Day 02:30 and No Agents Overflow: 2 The call overflows to skillset 2 after the call is in skillset 1 for 2 minutes and 30 seconds and if there are no agents logged on to skillset 1. If the call is not answered within an additional 2 minutes the call transfers to the skillset mailbox. Day 04:30 Skillset Mailbox Mode Conditions Action Explanation Night 02:30 Skillset Mailbox The call transfers to the skillset mailbox if the call is not answered within 2 minutes and 30 seconds. Night No Agents Skillset Mailbox The call transfers to the skillset mailbox if there are no agents logged on to skillset 1.
  • 113. Chapter 9 Setting up Routing Tables 113 Nortel Networks Call Center Set Up and Operation Guide Example 6 In this example, calls to the call center go to skillset 1, which is the company’s order desk. Skillset 1 agents are the company’s experienced sales agents. If no agents are logged on to skillset 1 and if the call is not answered by an agent within two and a half minutes, the call overflows to skillset 2. Skillset 2 agents are the company’s less experienced sales agents. The Call Center Administrator: • 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 action • selects skillset 2 Example 7 In this example, calls to the call center are answered by skillset 1, the company’s sales skillset. If a call is not answered within 10 seconds, it overflows to skillsets 2, 3 and 4. If the call is not answered within an additional 20 seconds, the call goes to the skillset 1 mailbox. The Call Center Administrator creates two rules. In the first rule the Call Center Administrator: • selects the Day service mode • sets the timer to 10 seconds • sets Overflow as the action • selects skillsets 2, 3 and 4 In the second rule the Call Center Administrator: • selects the Day service mode • sets the timer to 20 seconds • selects the skillset mailbox as the action Mode Conditions Action Explanation Day 02:30 and No Agents Overflow: 2 The call overflows to skillset 2 if the call is not answered within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1. Mode Conditions Action Explanation Day 00:10 Overflow: 2, 3, 4 The call overflows to skillsets 2, 3 and 4 if the call is not answered within 10 seconds. The call goes to the skillset mailbox if it is not answered within an additional 20 seconds. Day 00:20 Skillset Mailbox Note: We recommend a minimum of 10 seconds between timer rules.
  • 114. 114 Chapter 9 Setting up Routing Tables P0919436 03 Assigning Intelligent Overflow Routing to a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Overflow link for the skillset you want to add Intelligent Overflow Routing to. The Overflow Rule Table page appears. 5 Click the Insert link for Rule 1. The Overflow Rule page appears. 6 From the Service Mode list box select Day, Night or 24 Hour.
  • 115. Chapter 9 Setting up Routing Tables 115 Nortel Networks Call Center Set Up and Operation Guide 7 Select the Timer check box if you want Intelligent Overflow Routing to time how long the call waits, and enter the time that a call waits in the skillset before it goes to the destination that you specify. 8 Select the Agents Not Logged In check box to if you want Intelligent Overflow Routing to check whether there are agents logged on to the skillset or do not select the Agents Not Logged In check box and Intelligent Overflow Routing does not check to see if agents are logged on to the skillset. 9 At the Action option, select the destination for calls: • to send the call to another skillset, select Move to Skillset, and from the list box select the skillset you want to move to call to. If you also want to change the priority of the call, from the New Call Priority list box select a new priority for the call. The default is 10. • to send the call to the skillset mailbox, select Send to Skillset Mailbox • to overflow the call to another skillset: — Select Overflow to Skillset and click the Specify link. The Overflow to Skillset Configuration page appears. — Select the check box for the skillset you want to overflow to, and click the Submit button. — If you want to change the priority of the call, from the New Call Priority list box select a new priority for the call. The default is 10. • to transfer the call to an extension, select Transfer to Extension and enter the extension number • to transfer the call to a mailbox, select Transfer to Mailbox and enter the mailbox number • to transfer the call to an external number: — Select Transfer to External — Enter the external number — From the Outdial list box select Line, Pool or Route — If you select Line or Pool, enter the line or line pool number • to transfer the call to the Automated Attendant, select Transfer to Auto Attendant • to transfer the call to an operator select Transfer to Operator • to transfer the call to a CCR Tree, select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to 10 Click the Submit button. Note: You or the System Administrator must set up a CCR Tree before callers can transfer to it. For how to set up a CCR Tree, refer to the CallPilot Manager Set Up and Operation Guide.
  • 116. 116 Chapter 9 Setting up Routing Tables P0919436 03 Moving an Intelligent Overflow rule After you create an Intelligent Overflow rule, you can move it to another location in the Overflow Rule Table. Intelligent Overflow rules are applied to calls in the order that the rules appear in the Overflow Rule Table. To move a rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Overflow link for the skillset that has the rule you want to move. The Overflow Rule Table page appears. 5 Click the Move link for the rule you want to move. The Overflow Rule Table - Move page appears. 6 Click the Here link for the location you want to move the rule to. The Overflow Rule Table page shows the rule in its new location. 7 Click the Close button.
  • 117. Chapter 9 Setting up Routing Tables 117 Nortel Networks Call Center Set Up and Operation Guide Modifying an Intelligent Overflow Rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Overflow link for the skillset with the rule you want to modify. The Overflow Rule Table page appears. 5 Click the Modify link for the rule you want to modify. The Overflow Rule page appears. 6 Change the mode, conditions or actions for the rule. 7 Click the Submit button. The modified rule appears in the Overflow Rule Table page. 8 Click the Close button. Deleting an Intelligent Overflow Rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Overflow link for the skillset with the rule you want to delete. The Overflow Rule Table page appears. 5 Click the Delete link for the rule you want to delete. A message appears that asks you to confirm the deletion. 6 Click the OK button. The rule is deleted from the Overflow Rule Table page. 7 Click the Close button.
  • 118. 118 Chapter 9 Setting up Routing Tables P0919436 03 Day and Night Routing Tables Fax Detection Call Center can detect fax calls and route them to a skillset mailbox. If you want Call Center to detect incoming faxes, you must make your first routing table step: • a Greeting step • with Forced Play • without a transfer • with a greeting that is a minimum of 11 seconds long Fax Detection applies only if a fax machine is attempting to transmit a fax at the start of a greeting. If a fax transmission starts several seconds after the start of a greeting, it is possible for the fax tone not to be detected. If you do not set up the routing table so it detects a fax call, some fax calls can be routed to agents, and some fax calls can be routed to the routing table’s skillset mailbox. To enable a routing table to detect fax calls, change the first step. As you create routing tables, each table shows whether it detects faxes. This routing table detects fax calls. Its first step is a Greeting step: • that is 11 seconds or longer • that is Forced Play • that does not have a transfer This routing table does not guarantee fax detection.
  • 119. Chapter 9 Setting up Routing Tables 119 Nortel Networks Call Center Set Up and Operation Guide About types of Routing Table steps You can add these types of steps to routing tables: Greeting A Greeting step plays a greeting to callers waiting in a skillset. You assign greeting parameters to each greeting. After the greeting plays, the call goes to the next routing step. If there is no next step, the call ends. Distribute for During a distribute for step, calls wait to be distributed to agents. If no agents are available before the distribution time expires, the call goes to the next step in the routing table. If there is no next step set up in the routing table, the call ends. The minimum distribution time is zero and the maximum distribution time is 59 minutes and 59 seconds. The default distribution time is 30 seconds. Goto A Goto step is the last step in a routing table. A Goto step moves the caller to an earlier routing step. For example, if a Goto step points to step 1, the call goes back to step 1 and repeats the steps. The steps are repeated until an agent becomes available or the caller leaves a message in the skillset mailbox. The first step in a routing table cannot be a Goto step because there are no possible target steps yet. A Goto step cannot point to itself. For example, if step 6 is a Goto step, you cannot assign 20 as a target Goto step. Transfer A transfer step can transfer calls to: • an extension • a mailbox • an external number • the Automated Attendant • an operator • a CCR Tree Disconnect A Disconnect step releases calls from the skillset. If the first step in a routing table is a Disconnect, Call Center does not answer the call. Note: Overflow rules apply only after Routing Table steps are completed.
  • 120. 120 Chapter 9 Setting up Routing Tables P0919436 03 Greeting step parameters You can assign these parameters to greeting steps. If the first step in a routing table is a Greeting step, it can detect fax calls and route them to the skillset mailbox for the routing table. For more information refer to “Fax Detection” on page 118. Forced Play Enable Forced Play for a greeting that contains important information that you want callers to hear. If an agent becomes available while a caller is listening to a Forced greeting, the greeting is not interrupted. The caller must listen to the entire greeting. If you do not enable Forced Play, when an agent becomes available the greeting is interrupted and the call goes to the available agent. Limit the number of Forced Play greetings and keep Forced Play greetings as short as possible. Long Forced Play greetings increase the transfer time of calls to agents and cause unpredictable increases in distribution times. For more information, refer to “Routing Table administration” on page 162. Intelligent Caller Input Routing, Basic While the greeting plays callers can: • press Ú to transfer to the Automated Attendant • press â to transfer to the Operator • press á to leave a message in the skillset mailbox • press Û to transfer to a CCR Tree These are the default keypad buttons. You can change the keypad buttons. Ensure that the Non-business hours greetings have Intelligent Call Input Routing, Basic enabled so that callers can direct how they transfer their calls. Intelligent Caller Input Routing, Advanced Advanced Intelligent Caller Input Routing is available if you use Professional Call Center. Intelligent Caller Input Routing, Advanced uses the Caller Input Rules you create to change the priority and route calls to other skillsets or locations based on caller multi-digit DTMF input. Callers enter a sequence of DTMF digits such as a charge card number or passcode. The caller input is used to determine call treatment. Based on the caller input, the call can change in priority and/or be routed to: • the Automated Attendant • the Operator • the skillset mailbox • a CCR Tree • a mailbox • an extension • an external number • another skillset Intelligent Caller Input Routing, Advanced parameters: • Retries is 0-5, default is 2. This is the number of times a Data Entry step repeats itself on a caller entry error. • The Caller Input Rules Table is 1-9, default 1. This is the rules table used for processing the route step. No Intelligent Caller Input Routing While the greeting plays callers cannot press a dialpad button to transfer their call. Call Center ignores buttons pressed on the dialpad. The greeting plays without interruption. This is the default setting. At the end of the greeting, the caller goes to the next routing step. If there is no next step, the call ends.
  • 121. Chapter 9 Setting up Routing Tables 121 Nortel Networks Call Center Set Up and Operation Guide Adding a Greeting step Greeting steps play a message to waiting callers. To add a Greeting step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillsets List page appears. 4 Click the Day or the Night link for the skillset to which you want to add a greeting step. The Day or the Night Routing Table page appears.
  • 122. 122 Chapter 9 Setting up Routing Tables P0919436 03 5 Click the Insert link. The Routing Step page appears. 6 At the Step Type option, select Greeting and enter the greeting number you want to use. 7 If you want the caller to listen to the entire message before they transfer to an agent, select the Forced Play check box. 8 At the Intelligent Caller Input Routing option, select how you want callers to be able to transfer their calls: • Select None if you do not want callers to be able to transfer their calls. • Select Basic if you want callers to be able to transfer to the Automated Attendant, operator, skillset mailbox or a CCR Tree. Select the transfers available to callers: — Select the Auto Attendant check box if you want callers to be able to transfer to the Automated Attendant. By default callers press Ú to transfer to the Automated Attendant. You can assign a different dialpad button by selecting a number from the list box.
  • 123. Chapter 9 Setting up Routing Tables 123 Nortel Networks Call Center Set Up and Operation Guide — Select the Operator check box if you want callers to be able to transfer to the Operator. By default callers press â to transfer to the Operator. You can assign a different dialpad button by selecting a number from the list box. — Select the Skillset Mailbox check box if you want callers to be able to transfer to the skillset mailbox. By default callers press á to transfer to the skillset mailbox. You can assign a different dialpad button by selecting a number from the list box. — Select the CCR check box if you want callers to be able to transfer to a CCR Tree. By default callers press Û to transfer to a CCR Tree. You can assign a different dialpad button by selecting a number from the list box. From the Tree list box select the CCR Tree you want callers to transfer to. • Select Advanced if you want callers to be able to enter multiple digits such as a passcode or a credit card number. Select the Advanced parameters: — From the Retries list box select the a number between 0 and 5. The default is 2. This is the number of times a Data Entry step repeats itself on a caller entry error. — From the Caller Input Rules Table list box select a number between 1 and 9. The default is 1. This is the rules table used for processing this route step. You must have created rules in the Caller Input Rules Table. For more information, refer to “Creating Caller Input Rules” on page 137. 9 Click the Submit button. The Greeting step appears in the Routing Table list. 10 Click the Close button to return to the Skillset list. Note: You or the System Administrator must set up a CCR Tree before callers can transfer to it. For how to set up a CCR Tree, refer to the CallPilot Manager Set Up and Operation Guide.
  • 124. 124 Chapter 9 Setting up Routing Tables P0919436 03 Adding a Distribute for step Distribute for steps put callers on hold while they wait for an agent. To add a Distribute for step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Day or the Night link for the skillset you want to add a distribution step to. The Day or Night Routing Table page appears for the skillset. 5 Click the Insert link for the step you want to add a Distribute for step to. The Routing Step page appears. 6 Click the Distribute for option. 7 In the Distribute for box enter the longest time in minutes and seconds that callers can wait on hold in this step. 8 Click the Submit button. The Distribute For step appears in the Routing Table list. 9 Click the Close button to return to the Skillset list.
  • 125. Chapter 9 Setting up Routing Tables 125 Nortel Networks Call Center Set Up and Operation Guide Adding a Goto step Goto steps send a caller to another step in the routing table. You can add a Goto step only to the end of a routing table. To add a Goto step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset link. The Skillset List page appears. 4 Click the Day or the Night link for the skillset you want to add a Goto step to. The Day or the Night Routing Table page appears. 5 Click the Insert link for the step you want to add a Goto step to. The Routing Step page appears. 6 Click the Goto Step option. 7 From the Goto Step list box select the number of the Routing Table step you want to send callers to. 8 Click the Submit button. The Goto step appears in the Routing Table list. 9 Click the Close button to return to the Skillset List page.
  • 126. 126 Chapter 9 Setting up Routing Tables P0919436 03 Adding a Transfer step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Day or the Night link for the skillset you want to add a Transfer step to. The Day or the Night Routing Table page appears. 5 Click the Insert link for the step you want to add a Transfer step to. The Routing Step page appears. 6 Select where you want to transfer the call to: • if you want to transfer the call to an extension, select Transfer to Extension and enter the extension • if you want to transfer the call to a mailbox, select Transfer to mailbox and enter the mailbox number • if you want to transfer the call to an external number: — select Transfer to external and enter the external number — from the Outdial Method list box select Line, Pool or Route — if you select Line or Pool, in the Line/Pool# box enter the line or line pool number • if you want to transfer the call to the Automated Attendant, select Transfer to Auto Attendant • if you want to transfer the call to the operator, select Transfer to Operator • if you want to transfer the call to a CCR Tree, select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to. 7 Click the Submit button. The Transfer step appears in the Routing Table list. 8 Click the Close button to return to the Skillset list. Note: You or the System Administrator must set up a CCR Tree before callers can transfer to it. For how to set up a CCR Tree, refer to the CallPilot Manager Set Up and Operation Guide.
  • 127. Chapter 9 Setting up Routing Tables 127 Nortel Networks Call Center Set Up and Operation Guide Adding a Disconnect step Disconnect steps release a call from the skillset it is in. If the first step in a routing table is a Disconnect step, Call Center does not answer the line. To add a disconnect step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillsets List page appears. 4 Click the Day or the Night link for the skillset you want to add a disconnect step to. The Day or the Night Routing Table page appears. 5 Click the Insert link for a step in the routing table. The disconnect step is added before this step. To add the disconnect step to the end of the routing table, click the Insert link for the End step. If the Routing Table is full the End step does not appear. The Routing Step page appears. 6 Click the Disconnect option. 7 Click the Submit button. The Disconnect step appears in the Routing Table list. 8 Click the Close button to return to the Skillset List page.
  • 128. 128 Chapter 9 Setting up Routing Tables P0919436 03 Assigning Routing Table hours of operation To assign the routing table hours of operation for each day of the week, you set the start times for the Day and Night Routing Tables for each skillset. The start times determine which routing table is used for the skillset. You can also leave the default as 24 hour operation. If you select 24 hour operation, the skillset uses the Day Routing Table only for that day. To assigning hours of operation to a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the ServiceMode link for the skillset you want to set up. The Skillset Service Mode page appears.
  • 129. Chapter 9 Setting up Routing Tables 129 Nortel Networks Call Center Set Up and Operation Guide 5 For each day of the week set the hours of operation for the skillset: • to have the skillset operate in 24 hour mode, leave the 24 hr Service check box selected for that day • to set the start time for the Day Routing Table, in the Day Start Time box enter the start time in 24 hour format • to set the start time for the Night Routing Table, in the Night Start Time box enter the start time in 24 hour format 6 Click the Submit button.
  • 130. 130 Chapter 9 Setting up Routing Tables P0919436 03 Setting the Service Mode for skillsets You must set the Service Mode the skillset uses so that calls are answered correctly. Before you set the Service Mode you must: • configure a skillset • set up at least a Day Routing Table for the skillset The default Call Center Service Mode is 24 hour operation. You can change the hours of operation using the Operator Feature Code (²á¡Û). There are six possible Service Modes: To set the Service Mode for a skillset Auto The skillset uses the Automatic Service Mode. You must configure both the Day and Night Routing Tables before you can assign the Automatic Service Mode to the skillset. Day The skillset uses the Manual Service mode and the Day Routing Table. You must configure the Day Routing Table before you can assign the Manual Service Mode and the Day Routing Table. Night The skillset uses the Manual Service mode and the Night Routing Table. You must configure the Night Routing Table before you can assign the Manual Service Mode and the Night Routing Table. 24 Hour The skillset uses the Day Routing Table only. You must configure the Day Routing Table for 24 hour operation to use this Service Mode. Uninit The skillset is not configured. You must configure the skillset before you can assign the Service Mode. Invalid You have only partially configured the skillset. You cannot enable this skillset. Note: If you originally configure the skillset with a Day Routing Table only and enable the skillset, Call Center will recognize the Service Mode as Day. Afterwards, if you and add a Night Routing Table, Call Center still recognizes the Service Mode as Day. You must set the Service Mode to Auto to get Call Center to function in the Auto Service Mode. 1 Press ²·°¤. Enter the default Operator password fl‡‹‡¤°fl‡, (Operator) and press OK or if you changed the default Operator password, enter the new password and press OK. 2 Press MODE. 3 This display appears briefly. Pswd: RETRY OK Choose option OPER MODE Call Center
  • 131. Chapter 9 Setting up Routing Tables 131 Nortel Networks Call Center Set Up and Operation Guide 4 The display shows the Service Mode for skillset 1. In this example, skillset 1 is in Auto mode. Press CHNG if you want to change the Service Mode to Day or Night or press VIEW if you want to view the details for the Service Mode or press NEXT if you have a Day Routing Table for skillset 2. 5 The display shows the Service Mode for skillset 2. In this example, skillset 1 is in Auto mode. Press CHNG if you want to change the Service Mode to Day or Night or press VIEW if you want to view the details for the Service Mode or press NEXT. 6 The session ends when the Service Modes for all skillsets has been displayed. Note: Remember to manually choose the Day Routing Table or the Automatic Service Mode when your business returns to regular hours. Mode 1: Auto CHNG VIEW NEXT Mode 2: Day CHNG NEXT Exit
  • 132. 132 Chapter 9 Setting up Routing Tables P0919436 03 Example of a Day Routing Table To set up the routing table steps in shown in “Example of Day Routing Table steps”, follow the procedure “To set up the Day Routing Table example”. Example of Day Routing Table steps To set up the Day Routing Table example 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List link appears. 4 Click the Day link for Skillset 1. The Day Routing Table page appears. 5 Click the Insert link. The Routing Step page appears. Greeting 1 is assigned by default. 6 Select the Forced Play check box. 7 At the Intelligent Caller Input Routing option select None. 8 Click the Submit button. The Greeting step appears as step 1 in the Day Routing Table list. 9 Click the Insert link for the End step. The Routing Step page appears. 10 Click the Distribute for option. Step number Type of step Step parameters 1 Greeting Greeting 1, information greeting Forced Transfer none enabled 2 Distribute for 1:00 (one minute) 3 Greeting Greeting 2, general company greeting Not forced play Intelligent Call Input Routing, Basic with defaults 4 Distribute for Accept default - distribute for 00:30 (thirty seconds) 5 Greeting Greeting 3, please wait greeting Not forced play Intelligent Call Input Routing, Basic with operator default 6 Goto Routing Table step 2
  • 133. Chapter 9 Setting up Routing Tables 133 Nortel Networks Call Center Set Up and Operation Guide 11 In the Distribute for box enter the time 01:00. 12 Click the Submit button. The Distribute For step appears as step 2 in the Day Routing Table list. 13 Click the Insert link for the End step. The Routing Step page appears. The Greeting option is selected by default. 14 In the Greeting box type 2. 15 At the Intelligent Caller Input Routing option, select Basic. The Auto-Attendant, Operator, Skillset Mailbox and CCR check boxes are selected by default. The default DTMF digits for each destination are shown. 16 Click the Submit button. The Greeting step appears as step 3 in the Day Routing Table page. 17 Click the Insert link for the End step. The Routing Step page appears. 18 Select the Distribute for option. The default time of 00:30 is shown in the Distribute for box. 19 Click the Submit button. The Distribute for step appears as step 4 in the Day Routing Table list. 20 Click the Insert link for the End step. The Routing Step page appears. Greeting is selected by default. 21 In the Greeting box type 3. 22 At the Intelligent Caller Input Routing option select Basic. 23 Clear the Auto-Attendant, Skillset Mailbox and CCR check boxes so that just the Operator check box is selected. 24 Click the Submit button. The Greeting step appears as step 6 in the Day Routing Table list. 25 Click the Insert link of the End step. The Routing Step page appears. 26 Select the Goto step option. 27 From the Goto step list box select 2. 28 Click the Submit button. The Goto step appears as step 6 in the Day Routing Table list. 29 Click the Close button to return to the Skillset List page.
  • 134. 134 Chapter 9 Setting up Routing Tables P0919436 03 Example of a Night Routing Table To set up the routing table steps shown in “Example of Night Routing Table steps”, follow the procedure “To set up the Night Routing Table example”. Example of Night Routing Table steps To set up the Night Routing Table example 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Night link for Skillset 1. The Night Routing Table page appears. 5 Click the Insert link. The Routing Step page appears. The Greeting option is selected by default. 6 In the Greeting box, type 6. 7 At the Intelligent Caller Input Routing option, select Basic. 8 Click the Submit button. The Greeting step appears as step 1 in the Night Routing Table list. 9 Click the Insert link for the End step. The Routing Step page appears. 10 Select the Disconnect option. 11 Click the Submit button. The Disconnect step appears as step 2 in the Night Routing Table list. 12 Click the Close button to return to the Skillset List page. Step number Type of step Step parameters 1 Greeting Greeting 6, non-business hours greeting Not forced play Intelligent Call Input Routing, Basic 2 Disconnect There are no parameters for the Disconnect option.
  • 135. Chapter 9 Setting up Routing Tables 135 Nortel Networks Call Center Set Up and Operation Guide Changing a Routing Table You must disable a skillset before you can change its routing table. For how to disable a skillset refer to “Disabling a skillset” on page 53. Reviewing Routing Table steps You can review the steps for enabled skillsets. 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Day or Night link for the skillset whose routing table steps you want to review. The Day or Night Routing Table page appears. 5 Click the View link to view the steps. 6 After you review the steps, click the Close button. Modifying Routing Table steps You must disable a skillset before you can modify its routing table steps. For how to disable a skillset refer to “Disabling a skillset” on page 53. 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List heading. The Skillset List page appears. 4 Click the Day or the Night link for the skillset with the routing table you want to change. The Day or the Night Routing Table page appears for the skillset. To Follow the procedure Insert steps “Adding a Greeting step” on page 121 “Adding a Distribute for step” on page 124 “Adding a Goto step” on page 125 “Adding a Transfer step” on page 126 “Adding a Disconnect step” on page 127 Review steps “Reviewing Routing Table steps” on page 135 Modify steps “Modifying Routing Table steps” on page 135 Delete steps “Deleting Routing Table steps” on page 136
  • 136. 136 Chapter 9 Setting up Routing Tables P0919436 03 5 Click the Modify link for the step you want to change. The Routing Step page appears. 6 Make the changes you want to the routing table step. 7 Click the Submit button. The changed step appears in the Routing Table list. 8 Click the Close button to return to the Skillset List page. Deleting Routing Table steps You must disable a skillset before you can delete its routing table steps. For how to disable a skillset refer to “Disabling a skillset” on page 53. 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Day or the Night link for the skillset with the step you want to delete. The Day or the Night Routing Table page appears for the skillset. 5 Click the Delete link for the step you want to delete. A message appears that asks you to confirm the deletion. 6 Click the OK button. The step is deleted from the Routing Table list. 7 Click the Close button to return to the Skillset List page.
  • 137. Chapter 9 Setting up Routing Tables 137 Nortel Networks Call Center Set Up and Operation Guide Creating Caller Input Rules If you use Professional Call Center, you can create Caller Input Rules that route calls to other skillsets or locations based on caller multi-digit DTMF input. Caller Input Rules let you identify callers depending on what kind of services your call center has. For example, callers can enter a passcode to access a special service line. Refer to “An example of using Intelligent Caller Routing, Advanced” on page 141 for an example of how to use Caller Input Rules in your call center. You can create up to 2,000 Caller Input Rules for each table. Each rule has a Match String, and an Action. The Match String is the string of digits that is checked, and the Action is the routing applied to calls that match the rule. The list of Caller Input Rules is sorted numerically by Match String. If strings overlap, longer, more-specific strings appear before shorter, less-specific strings. To create a Caller Input Rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Caller Input Rules link. The Caller Input Rules Tables page appears. Note: When you record the greetings you want to use for Caller Input, include that the caller must press £ after they enter their input. For example, If you have a personal identification number, please enter it now, followed by the # key.
  • 138. 138 Chapter 9 Setting up Routing Tables P0919436 03 4 Click the Change link for the Caller Input Rules Table you want to add a rule to. The Rule Table Properties page appears. 5 Select Fixed or Variable, depending on whether you want to create a rule that applies to a dialstring of a fixed or variable length: • If you select Fixed, in the Fixed box enter the number of digits allowed. The fixed length can be from 1 to 50 digits. • If you select Variable, in the Variable boxes type the minimum to the maximum range of caller input digits. The minimum value must be 1 or greater. The maximum value must be anything greater than the minimum value, up to 50. 6 Click the Submit button. You return to the Caller Input Rules Tables page. 7 Click the Rules link for the table you want to create a rule for. The Match Table page appears.
  • 139. Chapter 9 Setting up Routing Tables 139 Nortel Networks Call Center Set Up and Operation Guide 8 Click the Add button. The Match Rule Setup page appears. 9 In the Match String box type the string you want to match. You can use # and * as wildcard characters. For information on using wildcard characters refer to “Using wildcard characters” on page 141. 10 Select an action for how you want to route the call: • if you want to transfer the call to another skillset: — select Move to Skillset — from the list box select the number of the skillset you want to transfer the call to. — if you want to change the priority of the call, select a number between 1 and 20 from the New Call Priority list box. The default is 10. • if you want to transfer the call to the skillset mailbox, select Send to Skillset Mailbox • if you want to transfer the call to an extension, select Transfer to Extension and in the box type the extension number you want to transfer the call to • if you want to transfer the call to a mailbox, select Transfer to Mailbox and in the box type the mailbox number you want to transfer the call to • if you want to transfer the call to an external number: — select Transfer to External — in the box type the number you want to transfer the call to — from the Outdial Method list box select an outdial method
  • 140. 140 Chapter 9 Setting up Routing Tables P0919436 03 — if you select Line or Pool, in the Line/Pool# box type the line or line pool number used • if you want to transfer the call to the Automated Attendant, select Transfer to Auto Attendant • if you want to transfer the call to the operator, select Transfer to Operator • if you want to transfer the call to a CCR Tree, select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to • if you want to the call to remain in its skillset but you want to change the call’s priority within the skillset, select Change Call Priority Only and from the New Call Priority list box select a priority between 1 and 20 for the call. The default is 10. 11 Click the Submit button. The rule you created appears in the Match Table. Repeat steps 8 through 11 if you want to add another rule to the table or click the Close button to return to the Caller Input Rules Tables page. Note: You or the System Administrator must set up a CCR Tree before callers can transfer to it. For how to set up a CCR Tree, refer to the CallPilot Manager Set Up and Operation Guide.
  • 141. Chapter 9 Setting up Routing Tables 141 Nortel Networks Call Center Set Up and Operation Guide Using wildcard characters You can use the wildcard characters # and * in the match string: • # matches any single digit • * matches zero or more digits When you use the * wildcard character: • it can appear only once in a match string • it can appear only at the end of a match string • it cannot be the only character in a match string Some examples of using wildcard characters in the match string: An example of using Intelligent Caller Routing, Advanced The call center of Bridgestone Computers uses Intelligent Caller Routing, Advanced and Caller Input Rules to give some callers access to a special service line. Bridgestone Computers uses Professional Call Center, which gives them Intelligent Caller Routing, Advanced functionality. Customers who purchase equipment that is under warranty have an eight-digit personal identification number. When they call Bridgestone Computers’ service line and enter their personal identification number, their call receives priority handling in the call center. Here is how their call is handled: 1 The caller hears the greeting for the service line, which includes If you have a personal identification number, please enter it now, followed by the # key. 2 The caller enters their personal identification number. 3 If the caller enters their number incorrectly, the greeting can be repeated as many as three times, which is the number of retries the Call Center Administrator has set for Retries in Intelligent Caller Routing, Advanced. 4 If the caller enters their number correctly, Call Center compares the caller’s personal identification number with the Match String in the rules for Rules Table 1. 5 For Rules Table 1, the Call Center Administrator created a rule of a fixed length of eight digits because all personal identification numbers are eight digits long. 1111## Matches all account numbers 111100 to 111199 ######## Matches a credit card number with the correct number of digits #* Matches all valid input greater than 1 character
  • 142. 142 Chapter 9 Setting up Routing Tables P0919436 03 6 The Call Center Administrator created three rules for Rules Table 1: • rule 4709####. Customers with servers have a personal identification number that begins with 4709 • rule 5709####. Customers with desktop computers have a personal identification number that begins with 5709 • rule 6709####. Customers with laptop computers have a personal identification number that begins with 6709 7 The callers’ personal identification number is 67095233, which matches the rule for laptop computers. 8 The Call Center Administrator set up the rules in Rules Table 1 with these Actions: • a match for 4709#### sends callers to skillset 1 (servers) and changes the call priority to 1 • a match for 5709#### sends callers to skillset 2 (desktops) and changes the call priority to 1 • a match for 6709#### sends callers to skillset 3 (laptops) and changes the call priority to 1 9 The call enters skillset 3. Skillset 3 is the priority service skillset for laptops.
  • 143. Chapter 9 Setting up Routing Tables 143 Nortel Networks Call Center Set Up and Operation Guide Changing a Caller Input rule You can change a caller input rule at any time. If you want to change the length for the rules in a Caller Input table, refer to “To change the rule length for a Caller Input Table” on page 143. If you want to change a specific rule in a table, refer to “To change a Caller Input Rule” on page 143. To change the rule length for a Caller Input Table 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Caller Input Rules link. The Caller Input Rules Tables page appears. 4 Click the Change link for the table you want to change. The Rule Table Properties page appears. 5 Make the appropriate change to the length. Select Fixed or Variable, depending on whether you want to create a rule that applies to a dialstring of a fixed or variable length: • If you select Fixed, in the Fixed box enter the number of digits allowed. The fixed length can be from 1 to 50 digits. • If you select Variable, in the Variable boxes type the minimum to the maximum range of caller input digits. The minimum value must be 1 or greater. The maximum value must be anything greater than the minimum value, up to 50. 6 Click the Submit button. To change a Caller Input Rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Caller Input Rules link. The Caller Input Rules Tables page appears. 4 Click the Rules link for the table that has the rule you want to change. The Match Table page appears. 5 Click the Change link for the rule you want to change. The Match Rule Setup page appears. 6 Make the changes you require to the Match String or Action. 7 Click the Submit button. The Match Table page appears with the changed rule. 8 Click the Close button to return to the Caller Input Rules Tables page or repeat steps 5 through 7 to change another rule.
  • 144. 144 Chapter 9 Setting up Routing Tables P0919436 03 Deleting a Caller Input rule You can delete a Caller Input rule at any time. To delete a Caller Input rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Caller Input Rules link. The Caller Input Rules Tables page appears. 4 Click the Rules link for the table with the rule you want to delete. The Match Table page appears. 5 Click the Delete link for the rule you want to delete. A message appears that asks you to confirm the deletion. 6 Click the OK button. The rule is deleted from the Match Table list. 7 Click the Close button to return to the Caller Input Rules Tables page. Clearing a Caller Input Rule Table If you clear a Caller Input Rule Table, you delete all the rules and rule length information from the table. To clear a Caller Input Rule Table 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Caller Input Rules link. The Caller Input Rules Tables page appears. 4 Click the Clear link for the table you want to clear. A message appears that asks you to confirm the deletion. 5 Click the OK button.
  • 145. 145 Nortel Networks Call Center Set Up and Operation Guide Chapter 10 Line administration Before Call Center can answer an incoming line, you must assign the line to be answered by a Call Center skillset. Refer to “A comparison of Basic and Professional Call Center” on page 13 for information on how many lines you can configure for your call center. The line numbers can be any line number from 1 to 500. For each line that you want Call Center to answer, you assign: • the line to be answered by Call Center • the skillset that calls on this line go to • the number of rings before the line is answered You can record your line answering information in the table “Line answering” on page 181. Configuring lines You must disable a skillset and wait until there are no calls in the skillset before you can add lines to it. You cannot add lines to a skillset while it is in use. Lines that are programmed to be answered by Call Center must not be programmed to be answered by another peripheral or application. To delay calls being answered, you can assign Call Center to answer incoming calls after a specified number of rings. The number of rings ranges from zero to 12. If the number of rings is zero, Call Center answers immediately. For lines equipped with Caller ID, you must set the number of rings to two or more. Caller ID information is not provided until just prior to the second ring, so if you set the number of rings to zero or one, Caller ID information is not relayed. Long distance charges start when a call is answered by Call Center. To minimize long distance charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state. Note: Target lines that are assigned to a B2 skillset cannot have their prime extension programmed as the Control DN of the skillset. This is restricted by the software. The recommended setting for these lines is blank. For information on how to program the prime extension, refer to the Business Communications Manager Programming Operations Guide or the Norstar System Coordinator Guide.
  • 146. 146 Chapter 10 Line administration P0919436 03 To configure a line 1 Start CallPilot Manager. 2 Click the Auto-Attendant heading. The Lines Administration page appears. 3 Click the Change link for the line you want to assign to a skillset. The Line Properties page appears. 4 From the Answer Mode list box, select Call Center. 5 In the Table/Skillset Number box type the number of the skillset you want to answer this line. 6 From the Number of rings box select the number of rings before Call Center answers. You must select a number from 0 to 12. 7 Click the Submit button.
  • 147. Chapter 10 Line administration 147 Nortel Networks Call Center Set Up and Operation Guide Configuring several lines 1 Start CallPilot Manager. 2 Click the Auto-Attendant heading. 3 Click the Change Many Lines link. The Change Many Lines page appears. 4 In the From box type the number of the first line to add. 5 In the To box type the number of the last line to add. 6 From the Answer Mode list box select Call Center. 7 In the Table/Skillset Number box type the number of the skillset you want to answer these lines. 8 From the Number of rings list box select the number of rings before Call Center answers. You must select a number from 0 to 12. 9 Click the Submit button.
  • 148. 148 Chapter 10 Line administration P0919436 03 Setting the Answer Lines status The Answer Lines status determines whether Call Center answers the assigned lines. If the Answer Line status is set to Yes, Call Center answers the lines assigned as Call Center and CallPilot answers the lines assigned as AA. If the Answer Line status is set to No, neither Call Center nor CallPilot answers lines. To set the Answer Lines status 1 Press ²·°¤. Enter the Operator password, and then press OK. 2 Press OPER. 3 Press NEXT 4 Press NEXT. 5 Press CHNG. If you set Answer Lines to N the display shows Disabling... If you set Answer Lines to Y the display shows Enabling... 6 Press ¨ to end the session. Pswd: RETRY OK Choose option OPER MODE Atdt avail: N CHNG NEXT Business open: N CHNG NEXT Answer lines? N CHNG NEXT
  • 149. 149 Nortel Networks Call Center Set Up and Operation Guide Chapter 11 Setting up Call Center general properties Setting up Call Center includes assigning the language and setting up general Call Center properties. You can generate a System Configuration Report to see a snapshot of your Call Center settings. You can enable Software Authorization Codes if you want to increase the number of agents at your call center or enhance your call center with options such as Multimedia Call Center. Assigning the Call Center language The languages available for Call Center are the languages that are available for CallPilot. If you change the Call Center language, you also change the CallPilot language. To assign the Call Center language 1 Start CallPilot Manager. 2 Click the Configuration heading. 3 Click the System Properties link. The System Properties page appears.
  • 150. 150 Chapter 11 Setting up Call Center general properties P0919436 03 4 If you want to use a Primary and an Alternate language, select the Enable Bilingual check box. If you clear this check box alternate language prompts are not available. Disabling bilingual operation affects: • language designations for Automated Attendant greetings • voice prompt selections for callers who use the Automated Attendant • voice prompt selections for callers who transfer to mailbox greetings 5 Select a primary language from the Primary Language list box. Prompting for the Automated Attendant and CCR Trees occurs in this language. 6 Select an alternate language from the Alternate Language list box. The alternate language cannot be the same as the primary language. 7 Select the Canadian Pronunciation check box if you want voice prompts that include the letter z to be pronounced zed instead of zee. The Canadian Pronunciation check box appears only if North American English is the primary or alternate language. 8 Click the Submit button.
  • 151. Chapter 11 Setting up Call Center general properties 151 Nortel Networks Call Center Set Up and Operation Guide General Call Center properties When you set up Call Center you must assign values for the general properties. The general Call Center properties are: Primary and Secondary alert times Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be a greater than the Primary alert time. You can have Primary and Secondary alerts for all the calls in the call center, or for just the calls waiting in skillsets that you are logged on to. If a call exceeds the Primary alert time: • a memory button indicator programmed with Display Waiting Calls (²áâá) flashes slowly. ²áâá flashes based on the status of all the calls in the call center. • a memory button indicator programmed with Agent Login (²áâÝ) flashes slowly. ²áâÝ flashes based on the status of the calls for the skillsets an agent is logged on to. If a call exceeds the Secondary alert time: • a memory button indicator programmed with Display Waiting Calls (²áâá) flashes quickly. ²áâá flashes based on the status of all the calls in the call center. • a memory button indicator programmed with Agent Login (²áâÝ) flashes quickly. ²áâÝ flashes based on the status of the calls for the skillsets an agent is logged on to. A slowly flashing indicator alerts you that a call has exceeded the Primary alert time. A quickly flashing indicator alerts you that a call has exceeded the Secondary alert time. The indicator stops flashing when the calls are handled. You assign alert times in minutes and seconds. There is no default value for alert times. For how to program a memory button, refer to “Programming a memory button with a Feature Code” on page 26. Note: Agents do not have to be logged on to see the Display Waiting Calls memory button flashing. A memory button must be programmed with the Display Waiting Calls Feature Code and the Primary alert time must be set up for the memory button to show waiting calls status.
  • 152. 152 Chapter 11 Setting up Call Center general properties P0919436 03 Reserved channels Reserved channels are voice channels that are reserved for use by Call Center. If you reserve channels you ensure that callers are played skillset announcements, and CallPilot does not use all of the voice channels. A reserved channel is used when: • a Call Center greeting plays to a caller • Off-premise Message Notification notifies you that there is a message in a skillset mailbox Master Client Address The Master Client Address is the address where the real time data stream for Call Center Reporting purposes is delivered. You must enter either the host name or the IP address of the computer that is running the Call Center Reporting Master Client. The Master Client Address appears only if you use Call Center Professional on a Business Communications Manager 2.5 system, or if you have purchased and enabled the Call Center Reporting Software Authorization Code. Contact your service representative if you are interested in the Call Center Reporting Software Authorization Code.
  • 153. Chapter 11 Setting up Call Center general properties 153 Nortel Networks Call Center Set Up and Operation Guide Setting up general Call Center properties For information about the general Call Center properties refer to “General call center properties” on page 151. To set up the general Call Center properties 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the General Properties link. The Call Center Properties page appears. 4 To enable the Primary Alert, select the Primary Alert check box and enter the Primary Alert time. 5 To enable the Secondary Alert, select the Secondary Alert check box and enter the Secondary Alert time. The Secondary Alert time must be greater than the Primary Alert time. 6 If you use Call Center Reporting, in the Master Client Address box type the host name or IP address of the computer running the Call Center Reporting Master Client. The Master Client Address box is available only if you use Call Center Reporting. 7 From the Reserved Channels list box select the number of voice channels you want to reserve for Call Center. 8 Click the Submit button.
  • 154. 154 Chapter 11 Setting up Call Center general properties P0919436 03 System Configuration Report The System Configuration Report includes information about Call Center configuration. The Call Center information in the System Configuration Report: Call Center Parameters Lists the current Call Center general parameters. Voice Button Properties • whether Voice Button (Multimedia Call Center) is enabled or disabled • Server Address • Server Port Call Center agents Lists for each agent: • Agent ID • Agent name • Priority • Skillsets assigned • Automatic answer • Call type • Missed call • Supervisor status Call Center skillsets Lists for each skillset: • Skillset ID • Skillset Name • Control DN • Message Waiting Indicator extension • Method of Call Distribution • Not Ready time • Delay answer time Call Center Routing Tables Lists for each skillset: • Skillset number • Day Routing Table start time • Night Routing Table start time • Day Routing Table steps • Night Routing Table steps Call Center overflow • Skillset number • Skillset name • Enabled or disabled • Rule • Service Mode • Conditions • Actions Call Center Greetings Lists for each call center greeting: • Greeting number • Status (whether the greeting is recorded) • Skillsets that use the greeting
  • 155. Chapter 11 Setting up Call Center general properties 155 Nortel Networks Call Center Set Up and Operation Guide To generate the System Configuration Report 1 Start CallPilot Manger. 2 Click the Reports heading. 3 Click the System Configuration link. The System Configuration Report appears. It can take several minutes to generate the report. 4 To print the report, click the Print button. 5 When you are finished printing or viewing the report, click the Close button. Call Center Intelligent CLID/ DNIS Routing • Line • CLID/ANI number • DNIS number • Action Call Center Intelligent Caller Input Routing Tables • Length of rule • Match string • Action
  • 156. 156 Chapter 11 Setting up Call Center general properties P0919436 03 Enabling Software Authorization Codes You enable software authorization codes to install Call Center, to increase the number of agents at your call center, and to enhance your call center with options such as Multimedia Call Center and Call Center Reporting. To enable a software authorization code for Business Communications Manager 2.5 1 Point your web browser to the URL http://IP address:6800 where IP address is the IP address of Business Communications Manager 2.5. The Business Communications Manager 2.5 Unified Manager screen appears. 2 Click the Configure button. The Login screen appears. 3 In the User ID box type the supervisor user ID. The default user ID is supervisor. 4 In the Password box type the supervisor password. The default password is visor. 5 Click the Login button. The Business Communications Manager screen appears. 6 Click the System key. 7 Click the Licensing heading. The Licensing Setting screen appears. 8 On the Configuration menu click Add a Keycode. The Applied Keycodes screen appears. 9 In the Keycode box type the number of the software authorization code for the option you want to install. 10 Click the Save button. 11 If you enable the software authorization code for Call Center or Professional Call Center, you must reboot your system by following steps 12 through 14. If you enabled any other software authorization codes you do not have to reboot your system. 12 Choose System in the navigation tree. The Logoff menu is enabled. 13 On the Logoff menu, click Reboot. A message appears that asks you to confirm your request to reboot. 14 Click the Yes button to reboot. Note: If you enable the software authorization code for Call Center or Professional Call Center, you must reboot your system.
  • 157. Chapter 11 Setting up Call Center general properties 157 Nortel Networks Call Center Set Up and Operation Guide To enable a software authorization code for CallPilot 150 1 Start CallPilot Manager. 2 Click the Configuration heading. 3 Click the Installed Options link. The Installed Options page appears. 4 In the Keycode boxes type the software authorization code for the option you want to install. 5 Click the Add button. The option you installed appears in the Installed Options list. 6 If you enable the software authorization code for Call Center or Professional Call Center, you must reboot your system by performing step 7. If you enabled any other software authorization codes you do not have to reboot your system. 7 Reboot your system by removing and then reapplying power.
  • 158. 158 Chapter 11 Setting up Call Center general properties P0919436 03
  • 159. 159 Nortel Networks Call Center Set Up and Operation Guide Chapter 12 Monitoring Call Center call activity Monitoring call activity There are two ways that you and supervisors can monitor call activity at your call center. You can monitor call activity by viewing memory buttons that you program with ²áâá(Display Waiting Calls, Skillset Status) and ²áâÝ (Log on/Log off, Monitor Skillsets). For more information on this method of monitoring, refer to “Primary and Secondary alert times” on page 151. You can also use ²áâá to monitor the real-time status of call activity. As your call center receives calls, you can use ²áâá to view for each skillset: • the display waiting calls status (enabled or disabled) • the number of agents logged on • number of calls waiting • the longest time a call has been waiting Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can ask qualified agents to log on to the busy skillset. Note: You can monitor only incoming calls. You cannot monitor outgoing calls. If you want to monitor agents, ask them not to: • use Call Forward on Busy • use Do Not Disturb. • make conference calls while they are logged onto Call Center You cannot monitor agents who are using any of these features. Note: Multimedia Call Center Calls that do not have a PSTN component do not appear in Call Center Reporting. If a Multimedia Call Center agent logs on to their set but does not log onto their computer, the agent appears as logged on to the Call Center, but does not receive any calls. To check whether agents are taking calls, you can create a report in Call Center Reporting. If you have the Call Center Reporting option enabled, you can monitor and record call activity from a computer that is running Call Center Reporting.
  • 160. 160 Chapter 12 Monitoring Call Center call activity P0919436 03 Using Display Waiting Calls to monitor call activity In the example shown here, there are calls waiting in skillset 1. In this situation, after you monitor the skillsets, you can ask any qualified and available agents from another skillset to log on to skillset 1 until the calls in skillset 1 are handled. To monitor call activity in a skillset To monitor calls using a one line telephone You can monitor calls using a one line telephone. While you are using ²·âá, on a one line or a two line telephone you can: • press ⁄ for GOTO to enter the number of the skillset you want to monitor • press ¤ for SKILL to monitor the next enabled skillset • press Ü or ß for NEXT • press Ý for PREV to go to previous menu • press £ to go to the next menu • press ¥ to cancel the session 1 Press ²·âá. 2 Press NEXT to monitor skillset 1. In this example, skillset 1 is enabled and appears on the display first. If skillset 1 is not enabled, press NEXT to go to skillset 2. To monitor the next skillset, press SKILL at any time. 3 The display shows the number of agents logged on to skillset 1. Press NEXT. 4 The display shows the calls that are currently waiting to be answered by agents in skillset 1. Press NEXT. 5 The display shows that the call waiting the longest in skillset 1 has been waiting for four minutes. 6 Press ¨ to end the session or press NEXT to monitor skillset 2. Skill 1: Enabled SKILL NEXT 1: 7 agents SKILL NEXT 1: 2 calls SKILL NEXT 1: wait 4:00 SKILL NEXT
  • 161. 161 Nortel Networks Call Center Set Up and Operation Guide Chapter 13 Tips for operating Call Center This chapter provides tips to improve the operation of Call Center. Agent administration • Agents can log on to any telephone on the system. • Call Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an abandoned agent set. If an agent does not answer a call within a specified number of rings, the call returns to the skillset to be presented to another agent, and the telephone is placed into Auto Busy Mode by Call Center. The agent must manually cancel Auto Busy Mode to resume accepting calls. Skillset administration • If a call comes in on a line that belongs to a skillset with no available agents, the call is not answered until either the Delay Answer Time elapses or an agent becomes available for the call. During the Delay Answer period when the caller hears ringback, the line the call comes in on still rings on the sets configured to answer this line. If your call center has long Delay Answer Times (longer than about 10 seconds), specify to callers that their call is being tracked by Call Center. Otherwise, it is possible for callers not to understand the long ringback delay and hang up. Call Center greetings • Record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20 seconds, waiting callers must wait longer before they hear a greeting. The longest recorded greeting for a skillset affects the frequency with which callers hear greetings. If your greeting length times vary a lot, there is a very large variance in how often callers hear greetings. Therefore it is best to keep greetings similar lengths if possible, about 20 seconds each. • Ensure that when you record greetings that you use to transfer callers to a skillset mailbox you include in the greeting: “To leave a message in the mailbox press zero” (or the keypad button you designate for the skillset mailbox).
  • 162. 162 Chapter 13 Tips for operating Call Center P0919436 03 Routing Table administration • Use Forced Play greetings sparingly. If you use Forced greetings, keep them as short as possible. Many long Forced Play greetings slows transferring calls to agents and causes unpredictable increases in distribution times. Calls in other skillsets are not affected. • When a Forced Play greeting plays for the highest priority call in a skillset, the other lower priority calls in the skillset have to wait even if agents become available during this time. For example, the longest waiting call, which is the highest priority call, gets routed to a Forced Play greeting. Agents become available during the time that the highest priority call is played a Forced Play greeting. The result is that no calls in this skillset are routed to an agent until the Forced Play greeting is finished playing to the highest priority call. This guarantees that the highest priority call is answered before lower priority calls in the skillset. • Ensure that an Intelligent Caller Input Routing, Basic transfers calls to a skillset mailbox if you want callers to be able to press á to leave a message in a skillset mailbox. Remember to explain in your greeting that the you can press á to leave a message in a mailbox. • Program Intelligent Caller Input Routing, Basic to transfer calls to a skillset mailbox for Non-business hours greetings so that you do not miss any messages. • If a Goto step follows a greeting, make a Distribution step the target for the Goto step. If you make the Goto target step after a Greeting step another Greeting step, callers hear two greetings in a row. Call Center general parameters • Do not assign all the available voice channels as reserved channels. Call Center can use any voice channel, but reserved channels are never used by voicemail. • A reserved or voice channel is used when: — a Call Center greeting is played to a caller — Off-premise Message Notification notifies you of a message in a skillset mailbox
  • 163. Chapter 13 Tips for operating Call Center 163 Nortel Networks Call Center Set Up and Operation Guide How to calculate the longest time a caller can be on hold The formula used to calculate the longest wait time a caller can be on hold without hearing a greeting is: where: • wait time is the longest time in seconds that a caller can be on hold without hearing a greeting • maximum calls is the maximum number of calls that Call Center can normally handle — In a call center where external calls are not transferred or forwarded to Call Center, the maximum number of calls is the same as the number of lines programmed to be answered by Call Center — In a call center where external calls are frequently transferred or forwarded to Call Center, the maximum number of calls is the total number of lines on the system. For information on how calls transfer to a skillset, refer to “How incoming calls are sent to a skillset” on page 37. • voice channels is the estimated number of voice channels available to Call Center — The minimum number of voice channels available is equal to the number of reserved channels you set up in General call center parameters. Additional channels that are not used by CallPilot can also be used. For example, even though you assign two reserved channels when you set up the General Call Center parameters, Call Center can use additional voice channels if and when they are available. • maximum greeting length is the duration of the longest greeting of a skillset in seconds Wait Time maximum calls voice channels ------------------------------------     1– x maximum greeting length=
  • 164. 164 Chapter 13 Tips for operating Call Center P0919436 03 Tips to improve the efficiency of Call Center Plan for busy times: • when you assign agents to the skillsets, assign as many qualified agents as possible to answer calls for the skillsets • have agents log on to a skillset when it gets busy Plan for slow times: • for example, if agents are logged on to skillset 1 only, ensure that incoming calls to skillset 2 overflow to skillset 1. When you set up skillset parameters for skillset 2, assign a time to the Overflow parameter. Then callers can still speak to an agent. • When no agents are logged on to any skillset, ensure that the call center greetings set up in the Routing Table have Transfers set up. If a call center greeting transfers to a skillset mailbox, callers can press á to leave a message in the skillset mailbox. Ensure that the greeting includes that callers can press á to leave a message in a mailbox. á is the default keypad button callers can press to transfer to the skillset mailbox. You can select a different number.
  • 165. 165 Nortel Networks Call Center Set Up and Operation Guide Chapter 14 Troubleshooting Call Center This chapter contains troubleshooting information for problems that can occur while setting up and operating Call Center. Resetting passwords You can reset passwords if they are lost or forgotten. Resetting the Operator password You can reset the Operator (²á¡Û) password if it is lost or forgotten. ²á¡Û is used by the receptionist, Operator and Call Center Administrator. If you reset the Operator password it is reset to fl‡‹‡¤°fl‡ (Operator). To reset the Operator password using CallPilot Manager 1 Start CallPilot Manager. 2 Click the Operations heading. 3 Click the Operator Settings link. The Operator Settings page appears. 4 Click the Reset Operator Password check box. 5 Click the Submit button. The password is reset to fl‡‹‡¤°fl‡ (Operator). To reset refer to the Operator password page 165 the Call Center Administrator password page 166 a skillset mailbox password page 61 an agent password page 33
  • 166. 166 Chapter 14 Troubleshooting Call Center P0919436 03 To reset the Operator password using a phone Resetting the Call Center Administrator password You can reset the Call Center Administrator password if it is lost or forgotten. To reset the Call Center Administrator password using CallPilot Manager For how to reset the Call Center Administrator password refer to “Call Center password access” on page 20. 1 Press ²·°fi. 2 Press ‡. In this example, xxx represents the CDN for skillset 1. 3 Enter ‡‹‡‹°fl‡‹‡‡‡·‹ (Resetoperpswd) and press OK. 4 Press YES. 5 The session ends. The Operator password is now reset to fl‡‹‡¤°fl‡ (Operator.) Set xxx NEXT Pswd: RETRY OK Reset pswd? YES NO Exit
  • 167. Chapter 14 Troubleshooting Call Center 167 Nortel Networks Call Center Set Up and Operation Guide Agent problems Agent log on problems If an agent cannot log on at their phone: • ensure the agent ID and password match • check to see if the agent is already logged on to a different phone • check to see if a different agent is logged on to this phone Features that logged on agents must not use Agents logged on to a skillset must not use theses features: Call Park Instead of using Call Park, agents can transfer a call to another agent or send the call back to a skillset: • if the agent wants to send the call to a specific agent, the agent can enter the Transfer Feature Code (²àâ) and enter the agent’s extension number • if the agent wants to send the call to a skillset, the agent can enter the Transfer Feature Code (²àâ) and enter the CDN of a skillset to send the call to a skillset Call Forward Agents must not use Call Forward (²á¡Ý or ²Ý) to forward their calls. Call Pickup Agents must not use Call Pickup to retrieve a call that is ringing on another agent’s phone. Instead: • let the call ring at the agent’s phone until the number of rings for Transfer Callback Timeout is reached or • enter the Not Ready Feature Code (²áâ¡) on the other agent’s phone Answer DN Do not use the Answer DN feature on any sets that you use as agent or supervisor sets. Restrictions for using Do Not Disturb Instead of using Do Not Disturb, agents can use the Not Ready Feature Code (²áâ¡).
  • 168. 168 Chapter 14 Troubleshooting Call Center P0919436 03 Restrictions for using Call Forward No Answer When an agent’s phone is on Call Forward No Answer to the voicemail extension, the number of rings for Call Forward No Answer must be greater than the number of rings for Transfer Callback Timeout. Agents can use Call Forward All Calls, Call Forward No Answer, and Call Forward on Busy only to the voicemail extension. Restrictions for using Call Forward on Busy When an agent hone is programmed with Call Forward on Busy to the voicemail extension, the Call Center Administrator must program the call center line for that agent as “Appear Only” (not ringing). When an agent phone has a mailbox associated with it, the Call Center lines assigned to the agent phone must be set up as Appear Only, not ringing. Agents can use Call Forward All Calls, Call Forward No Answer, and Call Forward on Busy only to the voicemail extension. Preventing calls from ringing at an agent’s set To prevent agents who are on a Call Center call from having a second internal call ring on their phone, do one of these two things through Unified Manager: • turn the Do Not Disturb on Busy feature on for the agent’s set • set the Call Forward on Busy feature for your set to the voicemail DN. Make sure the Call Center lines on the agent’s set are set to Appear Only, not Ringing. For information on programming any of these settings, refer to the Business Communications Manager 2.5 Programming Operations Guide or the Norstar System Coordinator Guide.
  • 169. Chapter 14 Troubleshooting Call Center 169 Nortel Networks Call Center Set Up and Operation Guide Skillset problems Problems enabling skillsets Make sure that skillsets are assigned a valid CDN before you enable them. If you cannot enable a skillset, make sure you assigned it a valid CDN. For information about skillset CDNs refer to “Control DN” on page 38. Problems changing skillset properties If you cannot change a skillset’s properties, there are two possible reasons: • The call center skillset is enabled. You must disable the call center skillset before you can change the skillset properties. • The skillset mailbox has the wrong extension number. Refer to “Determining a skillset mailbox number” on page 56 for how to determine a skillset’s extension number. The extension number of the skillset mailbox must be the same as the Control DN of the skillset. If the skillset mailbox has the wrong extension, you cannot change the properties for a skillset mailbox. To change a skillset mailbox CDN 1 Start CallPilot Manager. 2 Click the Mailbox Administration heading. The Mailbox List page appears. 3 Click the Change link for the skillset mailbox. The page for the skillset mailbox appears. 4 In the Extension box type the CDN of the skillset. 5 Click the Submit button. Problems viewing skillset settings If you use Netscape Communicator version 4.77 and not all the Call Center settings shown in this guide appear in your browser, refresh the browser by clicking the View menu and clicking Reload.
  • 170. 170 Chapter 14 Troubleshooting Call Center P0919436 03 Call processing problems To achieve the most efficient use of your call center, make sure you operate Call Center within its maximum limits. If you overload Call Center, slow or unpredictable call processing times can occur. The Call Center maximum configuration limits are 80 active agents, 100 active calls and 50 skillsets. Although these are the configuration limits for Call Center software, we recommend that you are cautious about approaching the maximum of any of these limits. Business Communications Manager 2.5 has other services that also use its hardware and software resources. As a guideline, we recommend that if you are approaching the limit for agents, active calls or skillsets, you keep the other two settings at about half their configurable maximum or less. For example, if your number of active agents is between we recommend that your maximum number of active calls is between and your number of enabled skillsets is between 41 - 80 1 - 50 1 - 25 1 - 40 51 - 100 1 - 25 1 - 40 1 - 50 26 - 50
  • 171. 171 Nortel Networks Call Center Set Up and Operation Guide Chapter 15 Call Center Programming Record For this programming task see on page Record the Feature Codes used by Call Center Feature Codes 172 Record the line information for lines answered by Call Center Line answering 181 Record the Operator and Business Status settings Operator/Business Status 172 Record the number of reserved channels, the Primary and Secondary Alert times and the Master Client Address General Call Center properties 172 Record agent ID, agent name, Priority, supervisor status and skillset for each agent Call Center agents 175 Record Control DN, skillset name, MWI ext, Method, Break Time and Delay Answer time limit Call Center skillsets 173 Record the Intelligent Overflow Routing parameters for each skillset Intelligent Overflow Routing 174 Record agents assigned to the skillsets Skillset assignments 176 Record the skillset mailbox name, skillset mailbox number, MWI extension and skillset mailbox password Skillset mailboxes 177 Record the type of step and step parameters for Day and Night Routing Tables Routing Tables 178 Record Caller Input Rules Caller Input Rules 179 Record CLID/DNIS Routing Intelligent CLID/DNIS Routing 180 Record Line Answering details Line answering 181 Note: Make copies of these pages as required.
  • 172. 172 Chapter 15 Call Center Programming Record P0919436 03 Feature Codes General Call Center properties Operator/Business Status Feature code name Dialpad buttons Custom Feature Code Display Waiting Calls ²áâá ² á ____ ____ Open Mailbox ²á¡Ú ² á ____ ____ Log on/Log off ²áâÝ ² á ____ ____ Not Ready ²áâ¡ ² á ____ ____ Return to skillset on No Answer ² á ____ ____ Voicemail DN ²á¡Þ ² á ____ ____ Operator status ²á¡Û ² á ____ ____ Number of Reserved channels Primary alert time limit in mm:ss Secondary alert time limit in mm:ss Master Client Address Password OPERATOR (67372867) Receptionist or Operator available* Y N Business open* Y N Answer trunks Y N Receptionist or Operator extension Call Center Service* Skillset Number ___ Auto Manual Day Night Skillset Number ___ Auto Manual Day Night * These settings are usually changed by the receptionist or Operator on a daily basis.
  • 173. Chapter 15 Call Center Programming Record 173 Nortel Networks Call Center Set Up and Operation Guide Call Center skillsets Skillset parameter Rules Default Skillset # Skillset name Maximum 16 characters SKILLn Control DN (CDN) Extension cannot be used by another telephone or peripheral MWI extension Method Least Busy or Preferred Least Busy Break Time Enter as mm:ss minimum: 00 min 00 sec maximum: 59 min, 59 sec 00:30 Delay answer Enter as mm:ss minimum: 00 min 01 sec maximum: 10 min 00 sec 00:00 Skillset parameter Rules Default Skillset # Skillset name Maximum 16 characters SKILLn Control DN (CDN) Extension cannot be used by another telephone or peripheral MWI extension Method Least Busy or Preferred Least Busy Break Time Enter as mm:ss minimum: 00 min 00 sec maximum: 59 min, 59 sec 00:30 Delay answer Enter as mm:ss minimum: 00 min 01 sec maximum: 10 min 00 sec 00:00
  • 174. 174 Chapter 15 Call Center Programming Record P0919436 03 Intelligent Overflow Routing Skillset: Service Mode (circle one) Conditions Destination Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ Agents not logged in: Y N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox
  • 175. Chapter 15 Call Center Programming Record 175 Nortel Networks Call Center Set Up and Operation Guide Call Center agents Agent ID Agent name Supervisor status (yes or no) Names and #s of skillsets agent is assigned to Priority in skillset
  • 176. 176 Chapter 15 Call Center Programming Record P0919436 03 Skillset assignments Skillset name and # Agent ID and name Priority
  • 177. Chapter 15 Call Center Programming Record 177 Nortel Networks Call Center Set Up and Operation Guide Skillset mailboxes Skillset # Mailbox name Mailbox number (Control DN) MWI extension Mailbox password
  • 178. 178 Chapter 15 Call Center Programming Record P0919436 03 Routing Tables Skillset # _______________ Day or Night _______________ Step # Type of step: Greeting, Distribution, Transfer, Intelligent Caller Input Routing Basic or Advanced, Disconnect Step parameters
  • 179. Chapter 15 Call Center Programming Record 179 Nortel Networks Call Center Set Up and Operation Guide Caller Input Rules Rule table # _______________ Length: Fixed _______________ Variable _______________ Skillset name and # Match string Action
  • 180. 180 Chapter 15 Call Center Programming Record P0919436 03 Intelligent CLID/DNIS Routing Type of call: Line, Voice Button, CLID/ANI, DNIS Action
  • 181. Chapter 15 Call Center Programming Record 181 Nortel Networks Call Center Set Up and Operation Guide Line answering Line # Skillset # # of rings (0 to 12) for Caller ID minimum 2 rings
  • 182. 182 Chapter 15 Call Center Programming Record P0919436 03
  • 183. 183 Nortel Networks Call Center Set Up and Operation Guide Glossary AA See Automated Attendant. Agent An agent is a person who is assigned to answer calls for one or more skillsets in your call center. Agent ID When you add an agent, Call Center assigns an agent ID number you use to identify the agent. The agent uses their agent ID number and password to log on when they are ready to receive calls. Alert times Alert times are time limits that you assign for calls waiting in skillsets. If a call exceeds the Primary or the Secondary alert time limit, a programmed memory button indicator flashes. A slow flash means that a call has exceeded the Primary alert time. A quick flash means that a call has exceeded the Secondary alert time. Attendant The attendant is the person who you assign to answer an extension number. The attendant can be a receptionist, operator or target attendant. Automated Attendant (AA) The Automated Attendant is similar to an automatic answering service. AA answers incoming calls with a Company Greeting and a menu of options. AA routes calls in response to a caller’s dialpad selections. For a greater range of options and services for incoming calls, a Custom Call Routing (CCR) menu can be assigned to play instead of the Automated Attendant menu. Automatic Answer Automatic Answer (previously called Force Call) is an agent parameter that force delivers calls to an agent. If Automatic Answer is enabled, the agent hears a tone that indicates that a call is delivered. The agent is automatically in the handsfree mode. If Automatic Answer is not enabled, calls ring at the agent's telephone and the agent must manually answer the calls. Break Time Break Time is a time period you set up for agents to complete paperwork or other tasks after they finish a call. After an agent completes a call, they are taken out of the skillset for this Break Time. The agent can extend or cancel the Break Time by using the Not Ready Feature Code. CCR See Custom Call Routing.
  • 184. 184 Glossary P0919436 03 CDN See Control Directory Number. Call Center Call Center receives, holds and routes calls to agents in a call center. call center A call center is a department or a business that uses Nortel Networks Call Center to handle numerous incoming calls. A call center typically employs several agents to answer calls. Call Center Administrator The Call Center Administrator sets up, and manages the day-to-day operation of a call center. The Call Center Administrator monitors the overall performance of the call center and balances the staffing according to call traffic demands. Call Forward All Calls This feature forwards all calls from a phone to another extension number. For example, all calls from a telephone can be forwarded to the CDN of a skillset. Call Forward No Answer This feature forwards unanswered calls from a phone to another extension number. A call is considered unanswered if no one answers the call before a specified number of rings. Call Forward On Busy This feature forwards all calls from a phone to another extension if all the lines assigned to the phone are busy. Channel A channel is the voice path that Call Center uses to play greetings to callers. A voice channel is also the voice path used when anyone uses a Feature Code to access Call Center. Class of Service The Class of Service defines the values for mailboxes. Control Directory Number (CDN) The Control Directory Number (Control DN or CDN) is the extension number of a Call Center skillset. The CDN is the number used to transfer calls to a skillset. The CallPilot installer is responsible for assigning a CDN to each skillset before the skillset can be enabled.
  • 185. Glossary 185 Nortel Networks Call Center Set Up and Operation Guide Custom Call Routing (CCR) CCR is a routing feature that you can program to present a customized menu of single-digit choices to callers. CCR automatically answers lines with customized menus. With CCR, callers can listen to pre-recorded messages, leave a message in a skillset mailbox or transfer to an extension. With CCR you can replace Automated Attendant menus with a more sophisticated menu that offers callers a wider range of options. Delay Answer Delay Answer is a feature that prevents Call Center from answering calls and playing greetings when there are no agents available. When a skillset has Delay Answer activated, waiting callers hear ringback. When a call comes in on a line for a skillset that does not have any free agents, the call is not answered until either the Delay Answer time elapses or an agent becomes available, whichever comes first. Display Waiting Calls Display Waiting Calls, (previously known as Queue Status), is a Feature Code that you and agents can use to display waiting calls and view real-time information about skillsets. The Display Waiting Calls/Skillset Status Feature Code shows: • the skillset number and whether the skillset is enabled or disabled • number skillset of agents logged into the skillset • number of calls waiting • the longest wait time of a call DN DN is a Directory Number or an extension number. Dynamic agent priority On Business Communications Manager 2.5 agents can have a different priority depending upon which skillset they are logged on to. For example when an agent is a member of the English skillset, their priority can be 1 because they are fluent in English. The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a priority of 6 when they are logged on to the German skillset. Greeting Table The Greeting Table determines which recorded greeting is played and which line is answered according to the time of day. Indicator See memory button indicator. Intelligent Caller Input Routing, Advanced Intelligent Caller Input Routing, Advanced lets callers route their calls based on multi-digit fixed or variable rules that you create in the Caller Input Rules Tables.
  • 186. 186 Glossary P0919436 03 Intelligent Caller Input Routing, Basic Intelligent Caller Input Routing, Basic (Previously called Basic Transfer), lets callers direct their calls to an Operator, Automated Attendant, skillset mailbox, CCR Tree or internal or external number. Intelligent CLID/DNIS Routing CLID/DNIS Routing is the initial routing that Call Center calls encounter. The CLID/ DNIS Routing you set up lets Call Center route calls quickly based on their incoming line number. Callers are routed to skillsets depending on who the caller calls, the line the call comes in on, or where the caller is calling from. Intelligent Overflow Routing Intelligent Overflow Routing uses routing rules you create to overflow, change the priority of, and move calls to multiple skillsets, a skillset mailbox, an internal or external number, a mailbox, a CCR Tree, the Automated Attendant or an operator. Least Busy Least Busy, (previously called Longest idle) is a method of call distribution that routes calls to the agent who has been available the longest. The other method of call distribution is Preferred. MWI See Message Waiting Indication. Memory button indicator Memory button indicators are the triangular-shaped indicators on a phone next to the memory buttons. Memory button indicators can be used to monitor call activity and view the Login/Logout status and the Not Ready status of agents. Message Waiting Indication (MWI) The Message Waiting Indication appears on a phone display as Message for you when there are new messages. Message Waiting Indication extension (MWI extension or MWI DN) For each skillset mailbox, you can assign a phone as the designated MWI extension. The Message Waiting Indication extension is an optional phone number that indicates when a skillset mailbox has messages waiting. The MWI extension that you assign shows Message for you on the phone display when there are new messages in the skillset mailbox. Method of Call Distribution (Method) The method of call distribution determines which of several available agents to route the call to. There are two methods of call distribution: Least Busy and Preferred. Least Busy routes calls to an agent who has been available the longest. Preferred routes calls to the agent with the highest priority (the best qualified agent).
  • 187. Glossary 187 Nortel Networks Call Center Set Up and Operation Guide Not Ready Not Ready, (previously known as Make Busy), is a Feature Code that extends a Break Time if agents need additional time after a call to do paperwork or other tasks. Off-premise Message Notification Off-premise Message Notification is a feature that notifies you at a destination number when there are new or urgent messages in a skillset mailbox. Priority You assign a priority to each agent according to their qualifications. On Business Communications Manager 2.5 Professional, agents can have dynamic agent priority. Primary alert time The Primary alert time is the first time limit that you assign for calls waiting in skillsets. If a call exceeds the Primary alert time limit, you are given a visual warning on programmed memory button indicators. The other alert time is Secondary alert time. Make Not Ready (Return to Skillset) Make Not Ready (Return to Skillset), (previously known as Auto Make Busy) is an agent property that controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent out of their skillset if they do not answer a call. Real time Real time is a term for when there is very little response time between when an event occurs and when the information about the event is displayed. You can monitor the real time or current situation of agents and call activity by using the Display Waiting Calls Feature Code. Reserved channel Reserved channels are voice channels reserved exclusively for Call Center. Reserved channels are used to play greetings to callers waiting in a skillset. These channels ensure that CallPilot does not use all the voice channels. See also voice channel. Routing Table Routing Tables handle incoming calls for each skillset. A Routing Table determines the order of greetings and hold times for callers while they wait to be routed to an available agent. Skillset Skillsets, (previously called queues) collect and distributes calls for departments such as “sales” and “technical support”. If several calls arrive at the same time, the calls are held in a skillset where callers hear greetings and are put on hold until an agent is available.
  • 188. 188 Glossary P0919436 03 Skillset mailbox A skillset mailbox stores messages left by callers. The calls can be retrieved by designated agents. Skillset name The skillset name is a maximum of 16 characters. A skillset name is the same as the skillset mailbox name. Supervisor A supervisor is an agent with supervisor status. A supervisor has additional capabilities, such as the ability to monitor calls between agents and callers. Supervisor monitor Supervisor monitor is a feature supervisors can use to monitor or participate in calls between agents and callers. Voice channel A voice channel is the voice path that Call Center uses to play greetings to callers.
  • 189. Nortel Networks Call Center Set Up and Operation Guide 189 Index Numerics 24 Hour Service mode, skillset 108 A Adding agents to a skillset 48 agents to Call Center 31 multiple agents to Call Center 32 Additional Routing Steps 10 Agent adding multiple agents to Call Center 32 adding to Call Center 31 assigning to a skillset 48 Autobusy mode 161 changing information 33 deleting 34 Display Waiting Calls Feature Code 159 dynamic priority 10, 13, 48 Feature Codes 28 listening to skillset mailbox messages 68 logging off 35 parameters 29 resetting password 33 viewing in a skillset 51 Assigning Call Center language option 149 Intelligent Overflow to a skillset 114 Automated Attendant and Call Center 12 Automatic Answer 10 Automatic timeout 28 B Basic Call Center 13 Button memory button indicators 151 programming a memory button 26 C Call Distribution Method 186 Dynamic Priority 10 monitoring 160 priority 10 Call Center adding agents 29, 31 adding multiple agents 32 Basic 13 Call answering 146, 147 configuration limits 15, 170 efficiency tips 164 Feature Codes 25 greetings 101 language availability 149 maximum capacities 15, 170 password access 20 password, creating 20 preventing call congestion 159 Professional 13 setting up general parameters 153 skillset mailboxes 55 Call Center Administrator resetting password 166 Call Center Reporting 14 Caller Directed Transfer 13 Caller ID 71 CallPilot mailbox interface 24 CallPilot Manager 11, 14, 17 interface 19 starting 17 timeout 19 CCR using Call Center with 12 Changing agent information 33 language 149 skillset mailbox password 60 Channels reserved 152 voice 152 Character limit for Off-premise Message Notification destination pager number and message 85 for Off-premise Message Notification destination number 86, 88, 97 Checking the telephone mailbox interface 24 CLID/DNIS Routing ANI 43 CLID 43 DNIS 43 line 43 Multimedia Call Center 43 routing properties 43 Company Directory 57 Configuring lines 145
  • 190. 190 Index P0919436 03 Control DN 38, 55, 56, 169 Conventions, guide 23 Copying a message 69 D Day mode, skillset 108 Day of Week Service 14 Day Routing Table example 132 Default mode, skillset 108 Delay Answer feature 161, 185 Deleted messages, retrieving 70 Deleting agent 34 messages 69, 72 Destination number character limit 86, 88, 97 for pagers 85 when CallPilot is behind PBX or Centrex 85 Destination pager number character limit 85 Destination,Off-premiseMessageNotificationnumbers 77 Determining Control DN 56 Feature Codes 25 mailbox interface 24 Message Waiting Indication extension 56 skillset mailbox number 56 DID routing 42 Directory, Company 57 Disabling a skillset 53 Display telephone entering characters 22 two line 21 Display Waiting Calls Feature Code 159 Dynamic agent priority 10, 13, 48 E Enabling a skillset 52, 169 Erasing messages 69, 72 F Feature 983 telephone administration 14 Feature Codes 25 about 25 agent 28 Custom Feature Codes 28 descriptions 27, 28 determining 25 Display Waiting Calls 151, 159, 160 Open Mailbox 27 programming memory buttons 26 Forced Play greetings 120, 162 Formula for waiting calls 163 Forwarding a message 72 G General Call Center parameters 153 Greeting exporting 106 importing 105 recording 106 Greetings, call center examples 101 Forced Play 120 Greeting parameters in Routing Table 120 Greeting step in Routing Table 119 recording 103 Routing Table parameters 162 tips 161 types 101 Greetings, skillset mailbox example 62, 66 H Highest priority call 162 Hours operation for a skillset 128 Routing Tables 107 I Indicators Message Waiting 27, 39, 41, 56, 154 Primary 172 Primary alert time 151 Secondary 172 Secondary alert time 151 Initializing a skillset mailbox 57 Intelligent Caller Input Routing Advanced 10, 107 Basic 10, 107 Intelligent CLID/DNIS Routing 10, 107 Intelligent Overflow 14, 108 Intelligent Routing 10 using with CCR 10, 107 Internal messages, replying to 73
  • 191. Index 191 Nortel Networks Call Center Set Up and Operation Guide L Language 149 changing availability 149 Least Busy method of call distribution 186 Lines assigned to be answered by skillset 37 configuring 145 Logging off agent 35 M Mailbox opening skillset mailbox 58 outdial route 78 skillset mailbox 55 Mailbox interface CallPilot 24 Norstar Voice Mail 24 Manual call presentation 10, 29 Master Client Address 152 Memory button indicator 26, 27, 151, 159 programming 26, 27 Message Waiting Indication determining extension 56 extension 186 Messages copying 69 deleted, retrieving 70 deleting 69, 72 erasing 69, 72 external 73, 75 forwarding 72 internal 73 minimum recording length 73 Off-premise Message Notification 77 playing envelope, CallPilot interface 72 envelope, Norstar Voice Mail 69 next, CallPilot 71 next, Norstar Voice Mail 70 pausing 70 previous, CallPilot 71 previous, Norstar Voice Mail 70 rewinding 69, 71 skipping forward 70, 71 skipping to end 69 quitting 70 replaying 70 replying, CallPilot 72, 73 replying, Norstar Voice Mail 70, 73 saving 70 silence timeout 73 skillset mailbox 55 Method of Call Distribution 186 Monitoring call activity, about 159 example of monitoring 160 Primary alert time 151 Secondary alert 151 Multimedia Call Center 11, 30 CLID/DNIS Routing 43 MWI extension 186 N Name skillset 188 skillset mailbox 57 Night mode, skillset 108 Night Routing Table example 132 Norstar Voice Mail mailbox interface 24 Notification, Off-premise Message Notification 77 Number Control DN 27 skillset mailbox 27 O Off-premise Message Notification 162 about 77 changing parameters 90 destination number character limit 86, 88, 97 destination pager number and message character limit 85 feature restrictions 79 setting up to a pager number 85 to a telephone number 80 to an extension number 83 to wrong destination 77 Off-premise Message Notification parameters destination telephone number 79 destination type 79 time range 79 types of message 79 Open Mailbox Feature Code 27 Opening a skillset mailbox 58 Opening the Skillset Mailbox remotely 58 Opening your mailbox
  • 192. 192 Index P0919436 03 CallPilot 58 Norstar Voice Mail 58 Operator resetting password 165 Outdial route, mailbox 78 Overflow, Intelligent 14 P Parameters general Call Center 153, 162 Routing Table Greetings 120 Password changing skillset mailbox 60 resetting agent password 33 resetting Call Center Administrator 166 resetting Operator 165 resetting skillset mailbox 61 skillset mailbox 57, 60 Pausing a message 70 Playing message envelope, CallPilot interface 72 Playing message envelope, Norstar Voice Mail 69 Post call Break Time automatic timeout 28 Preferred method of call distribution 186 Professional Call Center 9, 13 Programming a memory button 26 R Real time status of call activity 159 Recording greeting 106 Remotely opening a skillset mailbox 59 Replaying messages 70 Reply feature 71 Replying to an external message sender 75 using the DIAL option 75 to an internal message sender 73 to messages, CallPilot 72 to messages, Norstar Voice Mail 70 Reserved channels 152, 163 Resetting agent password 33 Call Center Administrator password 166 Operator password 165 skillset mailbox password 61 Retrieving deleted messages 70 Retrieving messages from skillset mailbox 68 Reviewing agents 51 Routing Table steps 135 Rewinding messages 69, 71 Rings assigning 147 Rings, assigning number 146 Routing DID 42 Routing Table assigning skillset hours 128 examples of 132 Greeting parameters 120 Greeting step 119 hours 107 maximum number of steps 13, 107 parameters of Greeting step 120 reviewing the steps 135 setting up 132 tips 162 Routing Table steps Disconnect 119 Distribute for 119 Greeting 119 Transfer 119 Routing Table, about 107 S Saving messages 70 Secondary alert 151 Service Mode, skillset 108 Setting up general Call Center parameters 153 general parameters 149 Off-premise Message Notification to a pager number 85 to a telephone number 80 to an extension number 83 skillset parameters 40 Skillset 24 Hour Service mode 108 about 37 assigning agents 48 assigning hours of operation 128 Day mode 108 default mode 108 disabling 53 enabling 52, 169 how calls are received 37 how lines are answered 37 maximum greeting length 163 name 188
  • 193. Index 193 Nortel Networks Call Center Set Up and Operation Guide night mode 108 problems changing general parameters 169 problems enabling 169 properties 38 Service Mode 108 setting up 37 start and end times 14 unconfiguring 54 viewing agents in 51 Skillset mailbox about 55 changing password 60 checking for messages. 68 Class of Service 55 determining MWI extension 27 determining number 27 greeting example 62, 66 initializing 57 leaving a message in 162, 164 listening to messages 68 Message Waiting Indication extension 56 messages 68 messages waiting 186 number 38, 55, 56 opening 58 opening remotely 59 password 57, 60 password, changing 60 resetting password 61 retrieving messages 68 setting up 55 tips 162, 164 Skillset parameters Control Directory Number (CDN) 38 Delay answer 185 Message Waiting Indication extension 186 Method of Call Distribution 186 setting up 40 Skillset name 188 Skipping forward in messages 70, 71 Skipping forward to end of messages 69 Software Authorization Codes 156 Steps, Routing Table 119 Supervisor functionality 13 Supervisor Monitor feature 51 System Administrator Feature Codes 27 T Table, Routing Table 107 Telephone line display 21 system timeout 21 Time Primary alert time-limit 151 Secondary alert 151 Timeout CallPilot Manager 19 telephone 21 Tips agent administration 161 Call Center general parameters 162 configuration limits 15, 170 recording call center greetings 161 Routing Table administration 162 skillset administration 161 skillset mailbox 162, 164 Transfer to Auto Attendant 10 to CCR 10 to Operator 10 to skillset mailbox 10 Transfer Allowed enabled 120 Troubleshooting agent log in problems 167 call processing problems 15, 170 cannot change the Call Center Skillset Parameters 169 enabling a skillset 169 skillset settings 17, 169 slow call processing 15, 170 unpredictable call processing 15, 170 Two line display telephone using 21 U Unconfiguring a skillset 54 Using Intelligent Overflow 108 V Viewing agents in a skillset 51 Voice Button calls 30 CLID/DNIS Routing 44 Voice channels 152, 162