Nortel Networks Call Center Telephone manual

Part No. N002 5637 01 Decembe r 2, 2004 Call Center T elephone Administration Guide[...]

2 N0025637 0 1 Call Center T elephone Administration Guide Copy right © 2004 N ortel Netw ork s All righ ts reserved. 2004. The inform ation in thi s docum ent is sub ject to c hange wit hout notice. The stat ements, co nf igurati ons, techn ical data, an d recommenda tions in this docu ment are beli e ved to be accurate an d reliable, but are pre[...]

3 Call Cen ter T elephone Ad ministration Guide Contents Chapter 1 About Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 What C all Center includes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 What you can administer thr ough a teleph one .[...]

4 Contents N0025637 0 1 Chapter 5 Sett ing up skil lsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 About sk illsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 How incoming ca lls are sent t o a skills et . . . . . . . . . . . . . .[...]

Contents 5 Call Cente r T ele phone Admini stration Gu ide Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 T ur ning Off-p remise Mes sage Notific ation on or off . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Chapter 8 Sett ing up ag ents . . . . . . . . . . . . . . . .[...]

6 Contents N0025637 0 1 Chapter 11 Monit orin g call activ ity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Monitor ing agent calls with Si lent Monit or . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Setting u p Silent Moni tor on your system . . . . . . . . . . . . . . . . . . . . . . [...]

Contents 7 Call Cente r T ele phone Admini stration Gu ide Chapter 14 Call Center Pr ogramming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 F eature C odes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 General Call Center pa rameters . . . . . . . . . . .[...]

8 Contents N0025637 0 1[...]

9 Call Center Telephone Adminis tration G uide Chapter 1 About Call Center This gui de leads a Call Cen ter Adminis trator through setting up and op erating Ca ll Center on a CallPil ot 100/150 or BCM50 system. Y ou can program Call Cente r using an y two-li ne display telepho ne on you r telepho ne system. Y ou can also u se the web- based Ca llPi[...]

10 Cha pter 1 Abou t Call Center N0025637 01 What Call Center in c lud es You can use Enhanced or Basic Call Center on Ca llPilot. Basic Call Cen ter is available for BCM50. Features Basic Call Center Enhanced Call Center Skillse ts 2 30 Overf low ski llset s 1 29 Config ured ag ents (ava ilabl e agen t IDs) 20 100 Agent priority leve ls 20 Active [...]

Chapter 1 About Ca ll Center 1 1 Call Cent er Telepho ne Admin istration Gui de Overflo w rules per skil lset 20 20 Basic In tellig ent Caller I nput Rou ting: the ab ilit y to rout e a cal l to an Operat or, Auto Attendant, skillset mailbox, CCR Tree o r internal or exte rnal numb er Availab le Advance d Intel ligent C aller Inpu t Routin g: the a[...]

12 Cha pter 1 Abou t Call Center N0025637 01 What y ou can administer th r ou gh a telephone Call Center pr operties Software author ization c ode “Enablin g the Cal l Cente r software autho rization c ode” o n page 23 Prim ary an d Secon dary Al ert t imes “Primary and Sec ondary al ert times” on page 2 5 Reserved Channe ls “Rese rved ch[...]

Chapter 1 About Ca ll Center 1 3 Call Cent er Telepho ne Admin istration Gui de Rel ated docum ents F or more inf ormation a bout Cal l Center ref er to the: • Nortel Ne tworks Call Center Set Up an d Oper ation Gui de • Nortel Ne tworks Call Center Ag ent Gui de • Nortel Ne tworks Call Center Superviso r Guide • Nortel Ne tworks Call Cent [...]

14 Cha pter 1 Abou t Call Center N0025637 01 Ho w to get h elp USA and Canada A uthoriz ed Distrib utors - IT AS T echnical Support Telephone: 1-800-4NORTEL ( 1-800-466- 7835) If you al ready hav e a PIN Code, you can ent er Expres s Routing Cod e (ERC) 196#. If you do not yet ha ve a PIN Cod e, or for g eneral qu estions and first line supp ort, y[...]

15 Call Center Telephone Adminis tration G uide Chapter 2 About Call Center t elephone admi nistration Setting up Call Center with a two line display telephone Y ou can not use a s ingle li ne dis play tele phone t o set up an d admini ster Call Center. Y ou must use a tw o line di splay telephone . T wo line disp lay te lephon es sho w Call Center[...]

16 Cha pter 2 A bout Call C enter telepho ne admini stration N0025637 01 Using the dia lpad The b utto ns on your di splay telephone dialpad a ct as both numbers and le tters. Ea ch b utton repres ents a number and le tters of the a lphabet. Number s and letter s on the dialpad . The disp lay ca n sho w up to 16 ch aracter s. Whether t he prompt re[...]

Chapter 2 About Call Center telep hone admi nistration 17 Call Cent er Telepho ne Admin istration Gui de Symbols and co n vention s used in this guide These con ventions a nd symbol s are used to rep resent t he Busin ess Serie s T erminal di splay and dialpad . Abou t te leph one b utton s This tab le sho ws the Nort el Netw orks Busi ness Se ries[...]

18 Cha pter 2 A bout Call C enter telepho ne admini stration N0025637 01 Feature codes Y ou use Fea ture Cod es to per form Call Cen ter funct ions on you r tel ephone. Feature Codes ar e assigne d duri ng instal lation. Th is gui de sho ws the defau lt Fea ture Codes . Call Center c an also use custo m Featur e Codes. If the def ault Feature Code [...]

Chapter 2 About Call Center telep hone admi nistration 19 Call Cent er Telepho ne Admin istration Gui de Pr ogramming a memory button with a Feature Code Each Featur e Code can be progr ammed to a memory b utton. W e recommend that you us e memory bu ttons with in dicators to pro gram the Featur e Codes. A memory b utton indic ator is t he tr iangl[...]

20 Cha pter 2 A bout Call C enter telepho ne admini stration N0025637 01 Feature Codes used b y Call Center Admin istrators and supe rvi sor s Use this Fe ature Code T o... Open Mailb o x ≤ ·°⁄ • open ski llset mail bo x es • record skillse t mai lbo x greeting s • listen to mess ages in the sk illse t mailbo x Operator Settings ≤ ·?[...]

Chapter 2 About Call Center telep hone admi nistration 21 Call Cent er Telepho ne Admin istration Gui de Feature Codes used b y Ca ll Center agents If you ha ve Cust om Feature Cod es, rec ord them in the t able “Featur e Codes” on page 172 . Agent Feature Codes For more inform ation on Age nt Fea ture Co des, refer to the Nortel Networks Call [...]

22 Cha pter 2 A bout Call C enter telepho ne admini stration N0025637 01[...]

23 Call Center Telephone Adminis tration G uide Chapter 3 Call Center g eneral pr oper ties T o set the Call Cen ter ge neral pro perti es you: • set the Primar y and Sec ondary ale rt times • set the number of Reserv ed cha nnels • set the CLID p aramete r • se t the S uper visor Help re ques t time out value • select fr om which s kill [...]

24 Cha pter 3 Cal l Center gen eral propert ies N0025637 01 9 The displ ay sho ws that the softw are authoriz ation code is ena bled. 10 Pres s ® to end the session. Enabl ed[...]

Chapter 3 Call Center g eneral pro perties 25 Call Cent er Telepho ne Admin istration Gui de Setting Call Cen ter general proper ties When you set up Call Center you must ass ign v alu es for th e gener al proper ties. The g e neral Call Center pr opert ies are: Primary and Secondary aler t times Alert t imes are t ime limits for c alls wa itin g i[...]

26 Cha pter 3 Cal l Center gen eral propert ies N0025637 01 Reserved channels Reserv ed ch annels ar e v oice cha nnels t hat are reserv ed fo r use b y Call Center. If you reser ve channels for Ca ll Center , you ensure tha t cal lers are played ski llset a nnounce ments, an d CallPil ot does not use all of the v oice channe ls. A res erved ch ann[...]

Chapter 3 Call Center g eneral pro perties 27 Call Cent er Telepho ne Admin istration Gui de Setting Call er ID Y ou can select h o w you w ant call er infor mation to be displ ayed on agent tel ephone s: • Name and number: dis plays the call er's name f or 3 se conds and t hen the skillse t name. If t he caller 's name is not a vail ab[...]

28 Cha pter 3 Cal l Center gen eral propert ies N0025637 01 Setting the Supervisor Help request timeout The Superv isor He lp Request T imeout is when to e scala te a reque st if t he chosen su pervisor does not answe r the h elp re quest. Y ou can e nter a v alue bet ween 1 a nd 60 sec onds. The def ault is 12 seconds. Selecting skil lsets supervi[...]

Chapter 3 Call Center g eneral pro perties 29 Call Cent er Telepho ne Admin istration Gui de Configuring lines Before Ca ll Center can an swer an in coming line, you must assign t he li ne to be a nswered by a Call Center s killset . Y ou can conf igure a maximum of 15 l ines for Basic Ca ll Center and 30 for Enhanced. Th e line numbe rs can be any[...]

30 Cha pter 3 Cal l Center gen eral propert ies N0025637 01 T o configure lines for Call Center 1 Pres s ≤ ·° ‹ . Enter the Call Cente r Administ rator mail box numbe r and passwor d, and t hen press OK . 2 Pres s AA . 3 Pres s LINES . 4 Enter the line number and pr ess OK . 5 Pres s CHNG . 6 Pres s CHNG . 7 Pres s SKILL . 8 Enter the number [...]

Chapter 3 Call Center g eneral pro perties 31 Call Cent er Telepho ne Admin istration Gui de Setting the Answer Lines status The A nswe r Line s statu s deter mine s wheth er Cal l Cente r answ ers th e assig ned lin es. If the An swer Line sta tus is se t to Y es, Ca ll Center answers t he lin es assign ed as Call Center and CallPi lot answ ers th[...]

32 Cha pter 3 Cal l Center gen eral propert ies N0025637 01 Resetting the Call C enter Administrator passw or d Y ou can reset t he Call Center Admini stra tor passw ord by res etti ng the pass word to the defaul t passwo rd and th en creati ng a ne w password. Y ou can reset the passw ord to k eep the s ystem se cure, and to cr eate a ne w passw o[...]

Chapter 3 Call Center g eneral pro perties 33 Call Cent er Telepho ne Admin istration Gui de 7 This disp lay app ears bri efly to i ndicate t hat yo u must change your passw ord. 8 Enter a ne w password f rom four to eight digits long that d oes not start wi th zer o. Pres s OK or £ . 9 Reenter yo ur ne w password and pre ss OK or £ . 10 Pres s ?[...]

34 Cha pter 3 Cal l Center gen eral propert ies N0025637 01[...]

35 Call Center Telephone Adminis tration G uide Chapter 4 Call Center greetings About Call Center g reetings Call Cent er greet ings e ncourage ca ller s to stay on the line unti l an a gent is a vai lable . Y ou can record greet ings in di f ferent languag es and c hange t hem as often as you l ik e. I f you use Basic Ca ll Center yo u can recor d[...]

36 Cha pter 4 Call Center greet ings N0025637 01 Recor ding a Call Center greeting Before you record a greeting , write the gr eeti ng out so that you inc lude e v erythin g that you want to say . W e recommend that you re cord gree tings that ar e a maxi mum of 20 sec onds l ong. If you r gre etings are lon ger tha n 20 seconds , call ers must w a[...]

Chapter 4 Call Cen ter greetin gs 37 Call Cent er Telepho ne Admin istration Gui de 10 Enter anot her gree ting n umber and press OK to reco rd ano ther greetin g or press ® to end the sessi on. CC greet ing: RE TR Y OK[...]

38 Cha pter 4 Call Center greet ings N0025637 01[...]

39 Call Center Telephone Adminis tration G uide Chapter 5 Setting up skillsets About skillsets Call Cent er skill sets ans wer and d istr ibu te cal ls to age nts as the y become av ailable . Skillset s hold calls for di ff erent call ce nter d epartme nts, su ch as sale s and t echnic al suppor t. Y ou c an have a max imum of 2 s kills ets fo r Ba[...]

40 Cha pter 5 Setti ng up skills ets N0025637 01 Skillset pr oper ties Skillset n umber Number of th e skill set: 1 or 2 f or Basic , 1-30 f or Enhanced. Control DN The Control Directory Number is the e xten sion asso ciate d with the skill set. Incoming calls transfer to the CDN of each skillset from e xtensions, t he Auto mated Attendant o r Cust[...]

Chapter 5 Setting u p skillsets 41 Call Cent er Telepho ne Admin istration Gui de MWI ext (Messa ge W aiting Indication exte nsio n) The Mess age W aiting In dicati on e xten sion is a n optio nal telephone n umber that in dicates that a s killset mail bo x ha s mess ages waiti ng. Th e MWI ex tensi on that y ou assig n sho ws Messag e f or you on [...]

42 Cha pter 5 Setti ng up skills ets N0025637 01 Expected W ait Time Expected W ait Time para meters are : EWT sample : How m an y pre vious calls are us ed to calcu late EW T . Y ou can enter a nu mber betw een 2 and 256 c alls. EWT Increa se Allo wed : Enab led by d ef ault, whi ch mean s that EWT is recalcul ated if it increa ses , and the appro[...]

Chapter 5 Setting u p skillsets 43 Call Cent er Telepho ne Admin istration Gui de Setting up a skillset Y ou can recor d skills et pro perti es in the table “Call Center skillse ts” on page 174 . T o set up a skillset 1 Press ≤ ·°‹ . Enter th e Call Ce nter Admi nistra tor Mailbox number a nd passw ord, and th en press OK . 2 Press OTHR .[...]

44 Cha pter 5 Setti ng up skills ets N0025637 01 14 Press NEXT . 15 Press CHNG to chan ge the metho d of ca ll dist ribution to Prefe rred (Pre fer) an d pre ss NEXT or press NEXT to acce pt the d efault o f Longe st idl e (Lea st busy). 16 Press CHNG if you wa nt to chang e the d efault Break ti me or press NEXT to acce pt the default ti me 00 :30[...]

Chapter 5 Setting u p skillsets 45 Call Cent er Telepho ne Admin istration Gui de 26 Press NEXT if your Call Center does not use Acti vity Codes and go to ste p 27 or if your Ca ll Center uses Ac ti vity Codes, sele ct the Acti vity Code entry t ype: OPT fo r Optional , PRMPT for Pr ompt ed an d pres s NEXT . This prompt appears o nly if you ha v e[...]

46 Cha pter 5 Setti ng up skills ets N0025637 01 35 The star t times fo r the Day and Night Routing T ables fo r Monday are sho wn. Press NEXT . 36 Repeat st eps 28 thr ough 33 t o set up t he Day and Night Routi ng T ables f or the re st of the week. 37 Press ® to end the session or repeat s teps 4 throug h 36 to set up anot her skil lset. Mo: xx[...]

Chapter 5 Setting u p skillsets 47 Call Cent er Telepho ne Admin istration Gui de Enabling a skillset After yo u set u p a skill set, ca lls will not be ans wered un til y ou enable i t. If you disabl e a ski llset, no ne w calls are a ccepte d in the s kills et. Calls that are in the sk illset are di strib uted until t he calls are ended. Befo re [...]

48 Cha pter 5 Setti ng up skills ets N0025637 01 Disabling a skillset Y ou must disable a skil lset if you wa nt to chan ge the skillse t propert ies or ad m inist er the lines. If you disa ble a skil lset, no ne w calls go t o the ski llset. An y calls that ar e in the skillset are distri b uted u ntil the call s are ende d. T o disabl e a skills [...]

Chapter 5 Setting u p skillsets 49 Call Cent er Telepho ne Admin istration Gui de Changing sk illset pr oper ties Y ou can not change the pr operties of a skil lset while it is enable d. Y ou mu st disabl e the ski llse t. If you w ant to cha nge th e CDN, disable the skil lset and wa it until there ar e no ca lls in t he skil lset before y ou chan[...]

50 Cha pter 5 Setti ng up skills ets N0025637 01 14 Press CHNG to assig n or ch ange an MW I ext or press NEXT to accept t he defa ult of no MWI and go to step 17 . 15 Ente r the exten sion fo r MWI an d pres s OK . 16 Press NEXT . 17 Press CHNG to chan ge the metho d of ca ll dist ribution or press NEXT . 18 Press CHNG to c hange the Br eak time o[...]

Chapter 5 Setting u p skillsets 51 Call Cent er Telepho ne Admin istration Gui de 27 Press NEXT if your Cal l Center does not use Acti vity Codes or i f you do not w ant to change t he Acti vity Code ent ry type an d go to step 28 or if your Ca ll Center uses Ac ti vity Codes, sele ct the Acti vity Code entry t ype: OPT fo r Optional , PRMPT for Pr[...]

52 Cha pter 5 Setti ng up skills ets N0025637 01 36 The displ ay sho ws the Monday Routi ng T able st art t imes. Press CHNG to c hange t he start times and f ollo w steps 31 thr ough 34 or press 24HR to use 24 hour ser vice f or Monday or press NEXT to continue. 37 The displ ay sho ws the T uesday Routi ng T able method. In this ex ample th e Rout[...]

Chapter 5 Setting u p skillsets 53 Call Cent er Telepho ne Admin istration Gui de Unconfigu ring a skillset If you un conf igure a skills et, you erase the programming for t he skills et. Y ou can then repr ogram the sk illse t. When you uncon f igure a s killset , the syst em: • era ses th e skill set R outin g T ab le • una ssign s the skills[...]

54 Cha pter 5 Setti ng up skills ets N0025637 01 11 This disp lay app ears momenta rily . 12 Press ® to end the session. Skillset Unconfigured CC Admin A GE N T S K IL L O T HR[...]

55 Call Center Telephone Adminis tration G uide Chapter 6 Setting up skill set mailbo xes About skillset mailb o xes Each skil lset ha s a mail box that s tores mess ages left b y caller s. A skill set mailbo x is cr eated automa ticall y when you s et up a ski llset. There is one skil lset mail box fo r each skillse t. The skill set ma ilbox n umb[...]

56 Cha pter 6 S etting up sk illset mailbo xes N0025637 01 Determinin g a skillset mailbox n umber Y ou must kno w a skills et mailbox number be fore you can set up the ski llset mai lbox. Th e skills et mailbox nu mber is the mailbo x’ s Control DN. If you kno w the skills et mai lbox number , you ca n initia lize t he mail box. R efer to “Ini[...]

Chapt er 6 Setting up skil lset mai lboxes 57 Call Cent er Telepho ne Admin istration Gui de Checking whic h telephone mailbo x interface yo u use CallPil ot supp orts tw o interface s: Nors tar V oice Mail and CallPi lot. The C all Cen ter A dminis trato r dete rmines which interfac e is as signed to the mailbo x. For how to cha nge y our ma ilbox[...]

58 Cha pter 6 S etting up sk illset mailbo xes N0025637 01 Initializing a skillset mailbo x Y ou m ust init iali ze a skil lset ma ilbox befor e you ca n retr ie ve or list en to mes sage s that ar e left in it, and befor e you c an enable i ts sk illset. Choose a pa sswor d for the skil lset mailbox tha t is b etween four to eight digits l ong and[...]

Chapt er 6 Setting up skil lset mai lboxes 59 Call Cent er Telepho ne Admin istration Gui de Opening a s killset mailbo x Y ou c an op en an initia lized skills et mail box fr om: • you r extens ion • another ex tensi on • an outsi de tone di al te lephone T o open a skillset mailbo x - Norstar Voice Mail T o open a skillset mailbo x - CallPi[...]

60 Cha pter 6 S etting up sk illset mailbo xes N0025637 01 Opening a skillset mai lbo x remotely T o open a skillset mailbox fr om an outside telephone • If a ski llset ma ilbox i s a Mailbox node in a CCR T ree, enter th e digits and you a utomatica lly transf er to the skil lset ma ilbox or • Call an Ope rator , receptioni st or subs cribe r [...]

Chapt er 6 Setting up skil lset mai lboxes 61 Call Cent er Telepho ne Admin istration Gui de Skillset mailbo x passw ord T o decrease the ch ances o f unaut horized a ccess to a skil lset mailbox , change it s pass word reg ularl y , we suggest e very 3 0 days. K eep a wri tten cop y of the ski llset mail box pass words in “Skil lset mail box es?[...]

62 Cha pter 6 S etting up sk illset mailbo xes N0025637 01 Resetting a sk ills et mailbo x pass wor d Y ou must di sable the skill set befo re you r eset the passw ord. T o reset a skills et mailbo x passw or d Note: Reset a passwor d if t he age nt who acces ses th e skil lset m ailbo x forget s the passw ord or is “lock ed-ou t”. The pass wor[...]

Chapt er 6 Setting up skil lset mai lboxes 63 Call Cent er Telepho ne Admin istration Gui de Record ing skillset m ailbo x greet ings After yo u init iali ze a skil lset mailbox , record the gree tings for it. Y ou can record Pr imary , Alte rnate and Persona lized gr eetin gs for eac h skil lset ma ilbox. Y ou record a Primar y skills et mail box [...]

64 Cha pter 6 S etting up sk illset mailbo xes N0025637 01 T o recor d a Primary or Alternate ski llset mail bo x greeting 1 Press ≤ ·°⁄ . F ollo w the v oice prompt s or the d isplay b utton optio ns to open t he skills et mail box. 2 The skills et mailbox name appea rs briefl y . 3 If you use th e CallP ilot i nterfac e: •P r e s s °¤ t[...]

Chapt er 6 Setting up skil lset mai lboxes 65 Call Cent er Telepho ne Admin istration Gui de Choosing a Primar y or Alternate skillse t mailbo x greeting If you r ecord a Primary an d an Alt ernate sk illset mailbox greet ing, you must choose wh ich greeti ng play s. Y ou can cha nge the selecti on at an y ti me and as often as needed. If you do no[...]

66 Cha pter 6 S etting up sk illset mailbo xes N0025637 01 6 If you ch oose th e Alterna te mail box gre eting, you are as ked whether the mail box can accept messages. Press CHNG or ⁄ to toggle from yes to no or press O K or £ to accept . 7 Press ® t o end th e sessi on. Accept msgs:Y CH N G OK[...]

Chapt er 6 Setting up skil lset mai lboxes 67 Call Cent er Telepho ne Admin istration Gui de Record ing a P ersonaliz ed skillset mailbo x g reeting If your call cent er su bscribes to Caller ID, you c an record a maximum of thr ee Per sonalize d greeti ngs fo r each ski llse t mailbox . For Persona lized skillse t mail box greet ings, y ou program[...]

68 Cha pter 6 S etting up sk illset mailbo xes N0025637 01 Deleting a Per sona lized mailbo x greeting If you no longer need a Per sonalized mailbox greetin g, you can delete i t. 8 Enter t he telepho ne number (maximum 10 digits) that y ou are assigni ng the Personali zed mai lbox greet ing to . Press OK or £ to accept the tel ephone number . 9 L[...]

Chapt er 6 Setting up skil lset mai lboxes 69 Call Cent er Telepho ne Admin istration Gui de Checking skillset mailbo xes for messages Freq uentl y chec k the skills et mail boxes fo r mes sage s. Only one a gent c an ret rieve messag es fro m each skills et ma ilbox at a tim e. If dif ferent agen ts acc ess the mes sages in the ski llse t mailbox [...]

70 Cha pter 6 S etting up sk illset mailbo xes N0025637 01 Pla ying skillset mailbox messages Use the pr ocedur e for pla ying mes sages t hat corr esponds to the inte rface you use: • “T o play skill set mail box messages - Norstar V oice Mail” on page 7 0 • “T o play skill set mail box messages - CallPil ot” on page 72 T o pla y skill[...]

Chapt er 6 Setting up skil lset mai lboxes 71 Call Cent er Telepho ne Admin istration Gui de Notes: 1 Because t he ski llset mai lbox has l imited mess age st orage spac e, dele te an y messag es you no longer n eed. Aft er a cert ain time p eriod, your sa ved messages a re erased automatic ally . Ask your S ystem Adminis trator a bout this . 2 Y o[...]

72 Cha pter 6 S etting up sk illset mailbo xes N0025637 01 3 Applies o nly if the Rep ly featu re is enabled. 4 Y ou can reply to an outs ide ca ller b y dia ling them b ack if your comp an y subscri bes to Ca ller ID (CLID) s ervic e. F or furth er inf ormation a bout re plyin g to an o utside ca ller refer t o “Using the Reply feat ure to re pl[...]

Chapt er 6 Setting up skil lset mai lboxes 73 Call Cent er Telepho ne Admin istration Gui de Retrieving erased message s After you play your messages and end yo ur skills et mail box sess ion, an y messages that you do no t erase a re sa ved. Since mes sage s torage spa ce is limited, we recommend that you e rase messag es that ar e no lo nger need[...]

74 Cha pter 6 S etting up sk illset mailbo xes N0025637 01 Replying to messages Y ou c an rep ly to intern al and extern al call ers. Y ou ca n rep ly to an extern al call er if yo ur co mpany subscri bes to CLID. The message s you r ecord must b e longer t han three seconds . The syste m times o ut after f i v e seconds o f silenc e. Use the pr oc[...]

Chapt er 6 Setting up skil lset mai lboxes 75 Call Cent er Telepho ne Admin istration Gui de T o r eply to an internal calle r - Call Pilot 1 Press ≤· °⁄. Follo w the v oice pr ompts or the displ ay b utton options on y our telephone to ope n the sk ills et mail box. 2 A mailbox summar y is announ ced. While you ar e in you r message l ist, y[...]

76 Cha pter 6 S etting up sk illset mailbo xes N0025637 01 Using the Repl y featur e to repl y to an exter nal caller Y ou can reply to an e xternal call er using t he Repl y feature if yo ur compan y subscribes to a Caller ID servi ce and t he skill set mail box has an ou tdial method assi gned to it . F or ho w to assign an outd ial meth od to a [...]

77 Call Center Telephone Adminis tration G uide Chapter 7 Off-premise Message Notification About Off-premise Message Notification Of f-pr emise Messag e Noti fic ation notif ies you or a designa ted ag ent when there a re ne w or urg ent messages in a skil lset mailbox. Y ou can rece i v e Of f-pr emise Me ssage No tif icat ion at a ny tone di al t[...]

78 Cha pter 7 Off- premise M essage Notif ication N0025637 01 Assigning an outdial m ethod to a skillset mailbo x The outdi al met hod deter mines which l ine, lin e pool or rout e code th e syst em uses for Of f-premise Message Noti f icati on. The defa ult fo r outdial method is None. Y ou must as sign an outd ial met hod before y ou can u se an [...]

Chapter 7 Off-pre mise Mess age Notificati on 79 Call Cent er Telepho ne Admin istration Gui de Off-premise Message Notification parameters Y ou can set up the paramet ers for Off -premise Message No tif ication from an y tone dial tel ephone. The p aram eters are: • destina tion type (phone , exte nsion o r pager) • destina tion number (phone [...]

80 Cha pter 7 Off- premise M essage Notif ication N0025637 01 T o set up Off-premise Message Notification to a telephone num be r 1 Pres s ≤ ·°⁄ . Fo llo w the v oice pr ompts or the dis play b utton option s to open th e skills et mailbox. 2 If yo u use t he Ca llPilo t inte rface: •P r e s s °fi to ope n the Mailb ox T ools •P r e s s[...]

Chapter 7 Off-pre mise Mess age Notificati on 81 Call Cent er Telepho ne Admin istration Gui de 9 Pres s OK or £ to ac cept the sta rt tim e. 10 Enter the time whe n Of f-pre mise Mess age Notif ication is t o stop . This is a four digi t f ield. Any singl e-digit hour a nd minute must be preceded b y a zero. 11 Pres s AM or ⁄ or PM or ¤ . 12 P[...]

82 Cha pter 7 Off- premise M essage Notif ication N0025637 01 T o set up Off-premise Messa ge Notification to an extension 1 Pres s ≤ ·°⁄ . Fo llo w the v oice prompts or the di splay b utton option s to open t he skills et mailbox. 2 If yo u use t he Ca llPilo t inte rface: •P r e s s °fi to ope n the Mailb ox T ools •P r e s s NOT IF [...]

Chapter 7 Off-pre mise Mess age Notificati on 83 Call Cent er Telepho ne Admin istration Gui de 11 Pres s AM or ⁄ or PM or ¤ . 12 Pres s OK or £ to accept the st op time. 13 Pres s YES or ⁄ if you w ant to set up anot her dest ination n umber or press NO or £ if you do no t wan t to set up anoth er desti natio n number . 14 Pres s NEXT or £[...]

84 Cha pter 7 Off- premise M essage Notif ication N0025637 01 About setting up Off-premise Message Notification to a pager num be r Example of a destination pager number If you ar e assign ing a pa ger desti nation nu mber fr om behind a PBX, r emember to i nsert a · (dependi ng on you r syst em) before th e £ t o acce ss an outs ide li ne. There[...]

Chapter 7 Off-pre mise Mess age Notificati on 85 Call Cent er Telepho ne Admin istration Gui de 3 Pres s ADMI N or ⁄ to set up Of f-premise Messag e Notif ication. 4 Pres s PAGER or ‹ to sel ect a page r number destinat ion. 5 Enter the destina tion pa ger number a nd press OK or £ . 6 Pres s OK or £ to acce pt the desti nation page r number [...]

86 Cha pter 7 Off- premise M essage Notif ication N0025637 01 T o set up Off-premise Messa ge Notification to more than one destination Y ou ca n recei ve not if icat ion of a messa ge at a maximu m of f i ve dif ferent dest inat ion numbers . The follo wing steps sho w you how t o enter a te lephone numbe r destina tion and t hen add a pager desti[...]

Chapter 7 Off-pre mise Mess age Notificati on 87 Call Cent er Telepho ne Admin istration Gui de 9 Pres s OK or £ to ac cept the sta rt tim e. 10 Enter the time whe n Of f-pre mise Mess age Notif ication is t o stop . This is a four dig it fi eld. An y single dig it hour and minute must be preceded b y a zero. 11 Pres s AM or ⁄ or PM or ¤ . 12 P[...]

88 Cha pter 7 Off- premise M essage Notif ication N0025637 01 21 Pres s NEXT or £ to acc ept the st art time th at you en tered or press CHNG or ⁄ to cha nge th e sta rt time. 22 Pres s NEXT or £ to acc ept the st op ti me that you entere d or press CHNG or ⁄ to cha nge th e sto p time. 23 Pres s OK or £ to be notif ied when the skillse t ma[...]

Chapter 7 Off-pre mise Mess age Notificati on 89 Call Cent er Telepho ne Admin istration Gui de Changing Off-p remise Message Notification Y ou can change the paramet ers and de stina tions fo r Of f-Premise Mess age Notif ication. Re fer to “Off -premi se Message Not if i cat ion paramet ers” on page 7 9 for mor e inform atio n about para mete[...]

90 Cha pter 7 Off- premise M essage Notif ication N0025637 01 6 Pres s CHNG or ⁄ to cha nge the star t time or press NEXT or £ to accept t he start time. 7 Pres s CHNG or ⁄ to cha nge th e sto p time or press NEXT or £ to accept t he stop ti me. 8 Pres s CHNG or ⁄ to chang e the mes sage type to ur gent. Pres s OK or £ to acce pt the ne w [...]

Chapter 7 Off-pre mise Mess age Notificati on 91 Call Cent er Telepho ne Admin istration Gui de T o change the destination from telephone to another destination 1 Pres s ≤ ·°⁄ . Fo llo w the v oice pr ompts or the dis play b utton option s to open th e skills et mailbox. 2 If yo u use t he Ca llPilo t inte rface: •P r e s s °fi to ope n t[...]

92 Cha pter 7 Off- premise M essage Notif ication N0025637 01 9 Pres s YES or ⁄ if you w ant to set up anot her dest ination n umber or press NO or £ if you do no t wan t to set up anoth er desti natio n number . 10 Pres s CHNG or ⁄ to change the st art ti me or press NEXT or £ to accept t he start time. 11 Pres s CHNG or ⁄ to change the st[...]

Chapter 7 Off-pre mise Mess age Notificati on 93 Call Cent er Telepho ne Admin istration Gui de T o change the destination from pager to telephone or extension 1 Pres s ≤ ·°⁄ . Fo llo w the v oice prompts or the displ ay b utton opt ions t o open the skills et mailbox. 2 If yo u use t he Ca llPilo t inte rface: •P r e s s °fi to ope n the[...]

94 Cha pter 7 Off- premise M essage Notif ication N0025637 01 9 Pres s CHNG or ⁄ to change the st art ti me or press NEXT or £ to accept t he start time. 10 Pres s CHNG or ⁄ to change the stop time or press NEXT or £ to accept t he stop ti me. 11 If you w ant to change messa ge noti f icati on, press CHNG or ⁄ if you wa nt to be noti fi ed [...]

Chapter 7 Off-pre mise Mess age Notificati on 95 Call Cent er Telepho ne Admin istration Gui de T o chang e the destination from telephone or extension to pager 1 Pres s ≤ ·°⁄ . Fo llo w the v oice pr ompts or the dis play b utton option s to open th e skills et mailbox. 2 If yo u use t he Ca llPilo t inte rface: •P r e s s °fi to ope n t[...]

96 Cha pter 7 Off- premise M essage Notif ication N0025637 01 8 Pres s NEXT or £ to a ccept the def ault pager mes sage repr esented by <xxxx>. The defa ult pa ger message sent b y CallPilot is the CallPilo t e xtensio n. This is t he seq uence of di gits tha t is sent afte r the pager servi ce is di aled, to no tify you of who is paging y o[...]

Chapter 7 Off-pre mise Mess age Notificati on 97 Call Cent er Telepho ne Admin istration Gui de Deleting a destination number If you ha ve more than one destina tion numb er for Of f-premise Message Notif icat ion, you ca n delete a dest ination. T o delete a destination number 1 Pres s ≤ ·°⁄ . Fo llo w the v oice pr ompts or the dis play b u[...]

98 Cha pter 7 Off- premise M essage Notif ication N0025637 01 Adding a destinat ion number Use this proced ure if you ha v e set up Of f-premise Mess age Not ifi cation a nd you w ant to ad d another destinat ion numbe r . Y ou can hav e up t o fi ve de stinati on number s. T o add a destination number 1 Pres s ≤ ·°⁄ . Fo llo w the v oice pro[...]

Chapter 7 Off-pre mise Mess age Notificati on 99 Call Cent er Telepho ne Admin istration Gui de T urning Off-premise Message Notification on or off Y ou can turn Of f-premise Messag e Notif ication on or of f at an y time. If you tur n Of f-premise Message Not if i cati on of f, you do not af fect any of the as signed parameter s. T o turn Off-prem[...]

100 Chapt er 7 Off-p remise Mes sage Notific ation N0025637 01[...]

101 Call Center Telephone Adminis tration G uide Chapter 8 Setting up a gents Agents ha ndle t he calls i n your call cent er . Supervisors are agent s with addition al capabi lities . Supervis ors ca n change the ir o wn password a nd monitor ca lls be tween agent s and cal lers. Y ou can record y our age nt pro gramming i n the tabl e “Call Ce [...]

102 Chapt er 8 Sett ing up age nts N0025637 01 Adding an agent Agent priority When yo u add agen ts to Ca ll Cente r y ou assi gn the m a priority that represents thei r le v el of qualifi catio n. The p riority can be u sed to determine which o f yo ur agen ts rece iv es an incomin g call . The agen t priority ran ges from 1 to 2 0. 1 is the high [...]

Chapter 8 Setting up a gents 103 Call Cent er Telepho ne Admin istration Gui de 8 Press CHNG if you wa nt to c hange the a gent’ s priori ty or press NEXT and go to step 14. NO TE: This ste p appears only if yo u use Basic Call Cente r . If you us e Enhanced Cal l Center , go to step 10. 9 Ente r a prio rity f rom 1 to 20 for t he age nt and p re[...]

104 Chapt er 8 Sett ing up age nts N0025637 01 Changing an agent After you add an agent you can change their propertie s. Y ou must use th is proce dure if the sys tem times out while you a re adding an agent. The proper ties you can cha nge for an agent a re: • passw ord •d i s p l a y n a m e • prior ity • supervi sor stat us • auto ans[...]

Chapter 8 Setting up a gents 105 Call Cent er Telepho ne Admin istration Gui de Adding m ultiple agen ts You can save time by adding more than one ag ent a time. When you add multiple agents, the agents have the default agent name and par ameters. 10 Press CHNG if you wa nt to c hange the a gent’ s priori ty or press NEXT and go to step 12. NO TE[...]

106 Chapt er 8 Sett ing up age nts N0025637 01 4 Press AGENT . 5 Press ADD . 6 The f irs t av ailable agent number is s ho wn. Press RANGE to a dd a range of ne w agents . 7 Enter th e star t of the range a nd pres s OK . 8 Enter th e end of the range and pre ss OK . 9 Press CHNG if you wa nt to c hange the a gent’ s priori ty or press NEXT and g[...]

Chapter 8 Setting up a gents 107 Call Cent er Telepho ne Admin istration Gui de Assigning an a gent to a skillset Y ou can assign an agent t o one or both ski llsets. Each age nt is res ponsib le for answering call s for the sk illse ts they ar e assi gned to . T o assign an agent to a skillset 1 Press ≤ ·°‹ . Enter th e Call Ce nter Admi nis[...]

108 Chapt er 8 Sett ing up age nts N0025637 01 Assigning several agents to a skillse t Y ou ca n sav e time b y adding se veral agents to a skil lset at once. Ag ents t hat are alrea dy assi gned to the ski llset ar e not added ag ain. T o assign se veral a gents to a skil lset 13 This disp lay app ears bri efly . 14 Press ® to end the session or [...]

Chapter 8 Setting up a gents 109 Call Cent er Telepho ne Admin istration Gui de Remo ving agents from a skillset Y ou can remov e an agent fr om a skil lset. When y ou remo v e an agent , the y are r emov ed from the skills et b ut not from Call Ce nter . Y ou can assign the agent t o another skil lset. 12 If you us e Enhanced Cal l Cent er , this [...]

110 Chapt er 8 Sett ing up age nts N0025637 01 View ing agents in a skillset Y ou can re view t he agents in a sk ills et. 10 The d ispla y shows the agen t’ s na me. Press DEL . 11 This disp lay app ears bri efly . 12 Press ® to end the session. 1 Press ≤ ·°‹ . Enter th e Call Ce nter Admi nistra tor Mailbox number a nd passw ord, and th [...]

Chapter 8 Setting up a gents 111 Call Cent er Telepho ne Admin istration Gui de Logging an agent o ff 1 Press ≤ ·°‹ . Enter th e Call Ce nter Admi nistra tor Mailbox number a nd passw ord, and th en press OK . 2 Press OTHR . 3 Press CC . 4 Press AGENT . 5 Press ° . Thi s opti on does not appear as a disp lay b utton option. 6 Enter th e agen[...]

112 Chapt er 8 Sett ing up age nts N0025637 01 Deleting an ag ent 1 Press ≤ ·°‹ . Enter the Call Cen ter Adminis trator Mai lbox nu mber and password , and then pr ess OK . 2 Press OTHR . 3 Press CC . 4 Press AGENT . 5 Press DEL . 6 Enter the agent’ s ID number a nd pres s OK or press DIR to sea rch th e dire ctory . 7 The agent’ s name i[...]

Chapter 8 Setting up a gents 113 Call Cent er Telepho ne Admin istration Gui de Resetting an agent pa ssw or d 1 Press ≤ ·°‹ . Enter th e Call Ce nter Admi nistra tor Mailbox number a nd passw ord, and th en press OK . 2 Press OTHR . 3 Press CC . 4 Press AGENT . 5 Press CHNG . 6 Enter t he ID number of t he agent you w ant to change and pr es[...]

114 Chapt er 8 Sett ing up age nts N0025637 01[...]

115 Call Center Telephone Adminis tration G uide Chapter 9 Intelligent Overflo w Routing Use Intel lige nt Overflo w Routing t o control h ow calls are hand led that a re wait ing in a ski llset fo r an agent . You can s pecify t hat a wait ing cal l: • ove rflow s to o ne or mo re sk illset s and k eeps its co nditio ns an d orig inal s kills et[...]

116 Chapt er 9 Intel ligent Overf low Routing N0025637 01 Action When Int elligent Overfl ow Routing dete rmines that a con dition is met for the call, t he call goes to the dest inat ion you s pecify. Po ssibl e actions are: • moving the call to a ne w skillse t. The c aller h ears t he gre eting s for t he ne w skills et. • overfl owing th e [...]

Chapter 9 Intellig ent Overflow Ro uting 11 7 Call Cent er Telepho ne Admin istration Gui de Examples of Int elligent Overflow Rou ting rules Intell igent Overflow Rou ting gi ves you fl exibi lity in setti ng the ru les for how call s are h andled. The foll owing t ables show e xamples of diffe rent ways y ou can co nfigure I ntelli gent Ove rflow[...]

118 Chapt er 9 Intel ligent Overf low Routing N0025637 01 Exam ple 3 In thi s exampl e, calls to t he call cente r go to s kill set 1, which is the c ompany he lp line. If t here are no agents logge d on to the help l ine, the ca ll moves t o skil lset 2, whi ch is the company’s service departme nt. When a call mo ves to a ne w skill set, it does[...]

Chapter 9 Intellig ent Overflow Ro uting 11 9 Call Cent er Telepho ne Admin istration Gui de Exam ple 5 In thi s exam ple, c alls to the c all c enter go to sk illset 1, wh ich is the com pan y’s he lp lin e. If the call is not a nswered by a n agent within 2 mi nutes and 30 seconds and if t here are no agents l ogged on to ski llset 1 , the call[...]

120 Chapt er 9 Intel ligent Overf low Routing N0025637 01 Exam ple 6 In this exam ple, ca lls to th e call center go to sk illse t 1, whi ch is th e compa ny’s help li ne. The Nigh t Serv ice M ode is se t to sta rt at 6 :00 pm . Afte r 6:0 0 pm the re are no oth er sk illset s with agents logged on . If no a gents ar e logge d on to skil lset 1 [...]

Chapter 9 Intellig ent Overflow Ro uting 12 1 Call Cent er Telepho ne Admin istration Gui de Exam ple 8 In this examp le, calls to the call c enter ar e answer ed by ski llset 1 , the compa ny’s sa les skil lset . If a call i s not an swered wit hin 10 s econds, it overf lows to skillse ts 2, 3 and 4 . If t he call i s not answered within an addi[...]

122 Chapt er 9 Intel ligent Overf low Routing N0025637 01 Adding Overflow rules 1 Press ≤ ·°‹ . Enter th e Call Ce nter Admi nistra tor Mailbox number a nd passw ord, and th en press OK . 2 Press OTHR . 3 Press CC . 4 Press SKILL . 5 Enter th e number o f the ski llset yo u want to change and pre ss OK . 6 The displ ay sho ws whether the s ki[...]

Chapter 9 Intellig ent Overflow Ro uting 12 3 Call Cent er Telepho ne Admin istration Gui de 14 Press SSMBX if you want calls to ov erflow to the skillse t mailbox and in th e next step e nter the mailbox number or press OFLSS if yo u want cal ls to ov erflo w to ano ther sk illset and in the ne xt st ep enter the sk illset number or press OTHER f [...]

124 Chapt er 9 Intel ligent Overf low Routing N0025637 01 Changing an d viewing Overflow rules 1 Press ≤ ·°‹ . Enter th e Call Ce nter Admi nistra tor Mailbox number a nd passw ord, and th en press OK . 2 Press OTHR . 3 Press CC . 4 Press SKILL . 5 Enter th e number o f the ski llset yo u want to change and pre ss OK . 6 The displ ay sho ws w[...]

Chapter 9 Intellig ent Overflow Ro uting 12 5 Call Cent er Telepho ne Admin istration Gui de 14 Press CHANGE if you wa nt to chang e the a gent sett ing of th e Overf lo w rule or press NEXT to continue. 15 The d ispla y shows ad dition al inf orma tion ab out th e Overf low rule. What app ears d epends o n the pa ramete rs for t he rule . Press CH[...]

126 Chapt er 9 Intel ligent Overf low Routing N0025637 01 Deleting Overf lo w rules 1 Press ≤ ·°‹ . Enter th e Call Ce nter Admi nistra tor Mailbox number a nd passw ord, and th en press OK . 2 Press OTHR . 3 Press CC . 4 Press SKILL . 5 Enter th e number o f the ski llset yo u want to change and pre ss OK . 6 The displ ay sho ws whether the [...]

127 Call Center Telephone Adminis tration G uide Chapter 10 Routing table administration Routing t ables det ermine ho w the system a nswers, hol ds and rout es in coming call s to ag ents in your cal l cent er . Y ou set up routi ng tables to handl e incoming calls for each skillse t. A call i n a skills et r ecei ves the treat ment sp ecif ied b [...]

128 Chapt er 10 Rout ing table administra tion N0025637 01 F ax Detection Call Cent er can det ect f ax cal ls and rout e them to a skil lset mail box. If you w ant Call Cen ter to detect incomin g fax es, yo u must make your f irst routing t able s tep: • a Gr eetin g step • wit h Forc ed P lay • witho ut a transfer • with a gr eeting t ha[...]

Chapter 10 Routing ta ble admin istration 129 Call Cent er Telepho ne Admin istration Gui de About types of Routing T able steps Y ou c an ad d thes e ty pes of steps to rou ting t ables : Greeting A Greeting step p la y s a greet ing to calle rs wa iting in a ski llset. Y ou a ssign gree ting par ameters to each gree ting. After t he greeting pla [...]

130 Chapt er 10 Rout ing table administra tion N0025637 01 Adding a Greeting step Greetin g steps play a mess age to waitin g call ers. Y ou must ha v e a greet ing recor ded bef ore you can use i t in a Gre eting step. F or ho w to record a Cal l Center greeti ng refer to “Recordin g a Call Center gr eeting” on page 3 6 . Greeting st ep parame[...]

Chapter 10 Routing ta ble admin istration 131 Call Cent er Telepho ne Admin istration Gui de T o add a Greetin g step 1 Pres s ≤ ·° ‹ . Enter the Call Cente r Administ rator mail box numbe r and passwor d, and t hen press OK . 2 Pres s OTHR . 3 Pres s CC . 4 Pres s SKILL . 5 Enter the number o f the ski llset you want to add a Gr eeting st ep[...]

132 Chapt er 10 Rout ing table administra tion N0025637 01 16 Assi gn th e param eters for th e Greeti ng ste p: • If you w ant to use Norm, pres s OK and go to s tep 32. • If you w ant th e Greeting to be for ced, pr ess Force , press OK and go to s tep 30. • If you w ant th e Greeting to be f orced and calle rs to be able to transfe r aft e[...]

Chapter 10 Routing ta ble admin istration 133 Call Cent er Telepho ne Admin istration Gui de If you w ant t o continue to add steps to t he ta ble: • T o add a Distrib ute for step, st art at step 10 of “ Adding a Distri b ute fo r step” on page 134 . • T o add a G oto fo r step , star t at ste p 10 of “ A ddi ng a Got o st ep” on p age[...]

134 Chapt er 10 Rout ing table administra tion N0025637 01 Adding a Distribute f or ste p Distri b ute for s teps p ut calle rs on ho ld while t he y wai t for an a gent. 1 Pres s ≤ ·° ‹ . Enter the Call Cente r Administ rator mail box numbe r and passwor d, and t hen press OK . 2 Pres s OTHR . 3 Pres s CC . 4 Pres s SKILL . 5 Enter the numbe[...]

Chapter 10 Routing ta ble admin istration 135 Call Cent er Telepho ne Admin istration Gui de Adding a Go to step Goto ste ps sen d a cal ler to a pre vious step in the rout ing tabl e. Y ou ca n add a Goto ste p only to the end of a r outin g table. Th ere must be additi onal ste ps in the route you are set ting up . 1 Pres s ≤ ·° ‹ . Enter t[...]

136 Chapt er 10 Rout ing table administra tion N0025637 01 Adding a T ransfer step A transf er step c an transf er ca lls to: • an e xtension • a mailbox • an e xterna l number • the Automat ed Attenda nt • an opera tor • a CCR T r ee 1 Pres s ≤ ·° ‹ . Enter the Call Cente r Administ rator mail box numbe r and passwor d, and t hen[...]

Chapter 10 Routing ta ble admin istration 137 Call Cent er Telepho ne Admin istration Gui de 14 Add the typ e of trans fer ste p you w ant to the Routin g T able. T o trans fer to an ex tension: •P r e s s EXTN • Enter the e xtension n umber and press OK T o trans fer to a ma ilbox: •P r e s s MBOX • Enter the mailbo x number and pr ess OK [...]

138 Chapt er 10 Rout ing table administra tion N0025637 01 Adding a Disconnec t step Disc onne ct step s rele ase a c all fro m the s killse t it is in . If th e first ste p in a r outin g table is a Disconnec t step, Cal l Center does not an swer th e line. 1 Pres s ≤ ·° ‹ . Enter the Call Cente r Administ rator mail box numbe r and passwor [...]

Chapter 10 Routing ta ble admin istration 139 Call Cent er Telepho ne Admin istration Gui de Example of a Day Routing T able T o set up the r outing ta ble st eps sho wn in “Example of Day Routing T able steps” , foll ow the procedur e “T o set up t he Day Rout ing T able exampl e” . Example o f Da y Routing T able step s T o set up the Da [...]

140 Chapt er 10 Rout ing table administra tion N0025637 01 10 Pres s DAY . 11 Pres s SETUP . 12 Pres s NORM AL . 13 Pres s GRTG . 14 Enter the number o f the gree ting you w a nt t o use a nd press OK . 15 Pres s OK . 16 Pres s Force and press OK . 17 Pres s OK . 18 Pres s YES to con tinue to build the table . 19 Pres s DIST . 20 Pres s CHNG . 21 E[...]

Chapter 10 Routing ta ble admin istration 141 Call Cent er Telepho ne Admin istration Gui de 32 Pres s OK . 33 Pres s OK . 34 Pres s YES . 35 Pres s DIST . 36 Pres s OK . 37 Pres s YES . 38 Pres s GRTG . 39 Pres s NORM AL . 40 Press 3 an d press OK . 41 Pres s OK . 42 Pres s XFER . 43 Pres s DISAB L . 44 Pres s NEXT . 45 Pres s NEXT . 46 Pres s DIS[...]

142 Chapt er 10 Rout ing table administra tion N0025637 01 54 Pres s CHNG . 55 Pres s OK . 56 Pres s ® to end the session. Goto Step: 1 CHNG OK Goto Step: 2 CH NG OK Table co mplete[...]

Chapter 10 Routing ta ble admin istration 143 Call Cent er Telepho ne Admin istration Gui de Exam ple o f a Ni ght Routi ng T abl e T o set up the rout ing ta ble st eps sho wn in “Example of Night Ro uting T able steps” , fo llo w the procedur e “T o set up t he Night Rout ing T able exampl e” . Exam ple of Nig ht Ro utin g T able step s T[...]

144 Chapt er 10 Rout ing table administra tion N0025637 01 13 Pres s NORM AL . 14 Pres s GRTG . 15 Press 6 an d press OK . 16 Pres s OK . 17 Pres s XFER . 18 Pres s NEXT . 19 Pres s NEXT . 20 Pres s NEXT . 21 Pres s OK . 22 Pres s OK . 23 Pres s YES . 24 Pres s OTHR . 25 Pres s DISC . 26 Pres s OK . 27 Pres s ® to end the session Greeting type EWT[...]

Chapter 10 Routing ta ble admin istration 145 Call Cent er Telepho ne Admin istration Gui de Changing a routing table Y ou must disable a skil lset bef ore you can cha nge its r outing table. For ho w to disab le a sk illset , refer to “Disa bling a ski llset” on pa ge 48 . Revie w ing Routing T able steps Note: Y ou can ad d steps to a rout in[...]

146 Chapt er 10 Rout ing table administra tion N0025637 01 Modifying Routing T able steps 1 Pres s ≤ ·° ‹ . Enter the Call Cente r Administ rator mail box numbe r and passwor d, and t hen press OK . 2 Pres s OTHR . 3 Pres s CC . 4 Pres s SKILL . 5 Ente r the n umber of the skills et yo u want t o mod ify a s tep for a nd press OK . 6 If the s[...]

Chapter 10 Routing ta ble admin istration 147 Call Cent er Telepho ne Admin istration Gui de Erasing a Routing T able 1 Pres s ≤ ·° ‹ . Enter the Call Cente r Administ rator mail box numbe r and passwor d, and t hen press OK . 2 Pres s OTHR . 3 Pres s CC . 4 Pres s SKILL . 5 Ente r the n umber of the skills et yo u want t o dele te a ro uting[...]

148 Chapt er 10 Rout ing table administra tion N0025637 01 Setting the Ser vice Modes for skillsets Y ou m ust s et the Servic e Mod e the s kills et use s so th at cal ls are a nswe red cor rect ly . Y ou must se t the Serv ice Mode u sing ≤ ·°¤ befo re calls are a nswered cor rectl y . Before yo u set the Servic e Mode you must: • conf igu[...]

Chapter 10 Routing ta ble admin istration 149 Call Cent er Telepho ne Admin istration Gui de 4 The d ispla y shows the Servic e Mode for sk illset 1. In thi s example , skill set 1 is in Auto mode. Press CHNG if you w ant to change the S ervice Mode to Da y or Nigh t or press VIEW if you want to vie w the deta ils for the Ser vice Mode or press NEX[...]

150 Chapt er 10 Rout ing table administra tion N0025637 01[...]

151 Call Center Telephone Adminis tration G uide Chapter 11 Monitoring call activity There ar e two ways tha t you a nd supervi sors can moni tor cal l acti vity at your c all cent er: • “Monitoring agent c alls wit h Silen t Monitor ” on page 151 • “Monitori ng skill sets” on page 154 You can mo nitor ca lls by using memory b uttons th[...]

152 Chapt er 11 Mon itoring ca ll activit y N0025637 01 Setting up Silent Monitor on y our system For monito ring t o be sile nt, you mus t set up S ilent Mo nitor on y our syste m. If you d o are n ot fami liar w ith the se pr ocedu res, ask yo ur sy stem admini strat or to se t up S ilent Moni tor. T o s et up S ilent Mo nitor For monito ring t o[...]

Chapt er 11 Monito ring call activity 153 Call Cent er Telepho ne Admin istration Gui de Using Silent Monitor with Ans wer DN If you ha ve an Answer DN p rogrammed for your mai n telepho ne, and you a re using Si lent Monitor f rom your main telep hone, the t elephone t hat you have progr ammed as your An swer DN telep hone rings brief ly wh en: ?[...]

154 Chapt er 11 Mon itoring ca ll activit y N0025637 01 Monitoring ski llsets Use ≤ ·‚· (Di splay Waiting Calls) to view i nformat ion ab out skill sets and the ca lls waiti ng in skills ets. Th e tabl e belo w desc ribes the in form ation in each displa y. Display W aiting Calls let s you kno w when a skillset in your call cente r gets v ery[...]

Chapt er 11 Monito ring call activity 155 Call Cent er Telepho ne Admin istration Gui de An example of monitoring skillsets In the ex ample sho wn here, the re are c alls w aiti ng in ski llset 1 . In th is sit uation, after you monit or the ski llsets, you can a sk any quali fi ed and a vai lable age nts fr om another skillse t to log on to skills[...]

156 Chapt er 11 Mon itoring ca ll activit y N0025637 01 Using a memory b utton to monitor calls wai ting in skill sets Program a me mory button w ith ≤ ·‚· to vie w the status of all s kills ets, inc luding the skills ets that you are logged on to. If t he memory button you c hoose h as an i ndicat or, the indi cator shows inf ormation f or t[...]

Chapt er 11 Monito ring call activity 157 Call Cent er Telepho ne Admin istration Gui de Not Ready i s automa ticall y enabled i f you do not answer your tele phone, and i f this op tion i s conf igured in Call Center . Pr ogramming Not Ready to a memory b utton You can have conven ient, o ne button a ccess to Not Re ady if you p rogra m a memory b[...]

158 Chapt er 11 Mon itoring ca ll activit y N0025637 01 Logging off Log off when you compl ete your shi ft or will be away from your tele phone for an extended per iod. 1 Press ≤ ·‚› . 2 Enter you r Agent ID a nd pres s OK or £ . 3 Enter you r pass word and press OK or £ . 4 Press OUT . If OUT doe s not appea r , you are no t logged on to [...]

Chapt er 11 Monito ring call activity 159 Call Cent er Telepho ne Admin istration Gui de Supervisor H elp With Super visor Help an a gent on a c all ca n request help fro m a super visor by pressi ng a programmed fea ture but ton. The agent can sen d an urgent request for help without interrupt ing the call, a nd witho ut the caller b eing awa re o[...]

160 Chapt er 11 Mon itoring ca ll activit y N0025637 01 If the superviso r deni es or igno res a h elp reques t, the request is esc alated. The ≤·‚fl indicat or flas hes qui ckly on the sets of all superv isors who are not ified of the esca late d reque st. Active e scala ted reques ts ta ke precede nce ove r misse d request s, so th e Super [...]

Chapt er 11 Monito ring call activity 161 Call Cent er Telepho ne Admin istration Gui de Configuring Sup ervisor H elp To set up Supervi sor Help yo u must con figure t he general Call Center pro perti es for re quest timeout and supe rvisor s elect ion method. Ho w to ha ndle Super visor help req uests Supervis ors ca n program th e Super vise fea[...]

162 Chapt er 11 Mon itoring ca ll activit y N0025637 01 Ho w to handle missed requests When a super visor’s Supervi sor Help LCD i ndicator is flas hing, t he supervi sor can r etrieve escala ted or missed Super visor Help reque sts. If there are one or more reque sts, Call Center shows all of the reques ts. Escalat ed reques ts for calls that a [...]

163 Call Center Telephone Adminis tration G uide Chapter 12 Tips f or operating Cal l Center This chap ter ha s tips on impr ov ing the operati on of Cal l Center. Agent administration • Agents can log on to an y te lephone on t he sys tem. • Ca ll Cente r has an Au to Bus y Mode featu re tha t ensu res th at calls do no t ring inde f init ely [...]

164 Chapt er 12 Tips for operat ing Call Cente r N0025637 01 Routing T able administration • Use F orced Pl ay gre etings sp aringly . If you use F orced greeting s, ke ep them as s hort as possibl e. Man y long Forced Play gr eetings slo ws transfer ring cal ls to agen ts and causes unpr edict able in crea ses in distri bution ti mes. Ca lls i n[...]

Chapter 12 Tips for o perating Call Ce nter 165 Call Cent er Telepho ne Admin istration Gui de Ho w to calculate the long est time a caller can be on h old The formul a used t o calcul ate the l ongest wait t ime a call er ca n be on hold wi thout hearing a greeti ng is: wher e: • wait time is the lo ngest time in seconds tha t a caller ca n be o[...]

166 Chapt er 12 Tips for operat ing Call Cente r N0025637 01 Tips to imp r ove the efficiency of Call Center Plan f or busy times: • when you as sign ag ents to t he skill sets, a ssign as ma ny qual if ied ag ents as pos sible t o answer calls f or th e skil lset s • have mor e agent s log o n to a s kills et when it gets busy Plan f or slow t[...]

167 Call Center Telephone Adminis tration G uide Chapter 13 T r oub leshooting Call Center This chapt er contains t rouble shooting i nformat ion for proble ms that ca n occur whil e setting up and operati ng Call Cen ter. Resetting passw or d s Y ou can reset pa sswor ds if the y are lo st or for gotten . Resetting the Operator passw ord Y ou c an[...]

168 Chapt er 13 Tro ubleshootin g Call Cent er N0025637 01 Agent pr oblems Agent log on pr oblems If an ag ent ca nnot log on at the ir tele phone: • ens ure th e agen t ID a nd pa ssword match • check to see if the agent is alr eady lo gged on t o a dif ferent tele phone • check to see if a dif ferent age nt is log ged on t o this telep hone[...]

Chap ter 13 Tr oubl esho ot ing Ca ll C enter 169 Call Cent er Telepho ne Admin istration Gui de Do Not Disturb Instea d of using Do Not Distur b, agent s must use t he Not Ready F eature Code ( ≤·‚°) . If age nts us e Do No t Dis turb th ey ar e auto matica lly lo gged out or made n ot rea dy aft er the first cal l. Call Forward No Answer Wh[...]

170 Chapt er 13 Tro ubleshootin g Call Cent er N0025637 01 Skillset pr oblems Pr oblems changing s killset properties If you ca nnot ch ange a ski llset’ s propert ies, t here are t wo po ssible r easons: • The call cente r skill set is en abled. Y ou must disable t he cal l cen ter skil lset before you can cha nge the skillse t prop erties. ?[...]

171 Call Center Telephone Adminis tration G uide Chapter 14 Call Center Pr ogramming Recor d For this pr ogramming task see on page Record th e F eature Codes us ed b y Ca ll Cent er F eatur e Codes 172 Record th e line inf or mation fo r lines ans wered by Call C enter Line ans wering 179 Reco rd the Op erator and Busi ness S tatu s setti ngs Oper[...]

172 Chapt er 14 Cal l Center Program ming Reco rd N0025637 01 Feature Codes General Call Center parameters Feature cod e name Dialpad b uttons Custom Feature Code Display W ait ing Calls ≤·‚ · ≤ · ____ ____ Open Ma ilbox ≤·°⁄ ≤ · ____ ____ Log on/L og off ≤·‚› ≤ · ____ ____ Supervise agents ≤·‚fi ≤ · ____ ____ N[...]

Chap te r 14 Cal l Center Pro gram min g Reco rd 173 Call Cent er Telepho ne Admin istration Gui de Operator/Busin ess Status Pa s sw o r d OPERA T OR ( 673728 67 ) Recepti onist or Opera tor av ailab le* Y N Business open* Y N Ans wer trunks Y N Recepti onist or Opera tor e xtensi on Call Cent er Service* Skillse t Numbe r ___ A uto Man ual Da y N[...]

174 Chapt er 14 Cal l Center Program ming Reco rd N0025637 01 Call Center sk illsets Skillset parameter Rules Skillset # Skillse t nam e Max im um 16 ch arac ters . Def ault is SKILLn Control DN (CDN) Extension canno t be used b y another telephone or periphe ral MWI e xtension Method Least Busy (def ault ) or Prefe rred Break Tim e Enter as mm:ss [...]

Chap te r 14 Cal l Center Pro gram min g Reco rd 175 Call Cent er Telepho ne Admin istration Gui de Call Center agent s Agent ID Age nt na me Super vis or stat us (y o r n) Name and # of skillset s agent is assigned to Aut o ans wer (y or n) Missed call option (Busy or Logout) Priority[...]

176 Chapt er 14 Cal l Center Program ming Reco rd N0025637 01 Skillset assignments Skillset na me and # Agent ID and name Priority[...]

Chap te r 14 Cal l Center Pro gram min g Reco rd 177 Call Cent er Telepho ne Admin istration Gui de Skillset mailbo xes Skillset # Mailbo x nam e Mailb o x numbe r (Contr ol DN) MWI e xtension Mailbo x passw or d[...]

178 Chapt er 14 Cal l Center Program ming Reco rd N0025637 01 Routing T ables Skillset # _____ _________ _ Da y or Night ________ _____ __ Step # T ype of step : Greeting, Distr ibutio n, T ransfer , Disconnect, Go T o Step parame ters[...]

Chap te r 14 Cal l Center Pro gram min g Reco rd 179 Call Cent er Telepho ne Admin istration Gui de Line answering Line # Skillset # # of rings (0 to 12 ) f or Cal ler ID mini mum 2 rings[...]

180 Chapt er 14 Cal l Center Program ming Reco rd N0025637 01[...]

181 Call Center Telephone Adminis tration G uide Glossar y AA See A utomated Attenda nt . Agent An ag ent is a perso n who is ass igned to answ er ca lls for on e or m ore s killse ts in y our call cente r . Agent ID When you add a n agent , Call Cente r assign s an agent ID number y ou use to i denti fy the agent. The agent uses thei r agen t ID n[...]

182 Gl ossary N0025637 0 1 CDN See Contr ol Dir ectory Number . Call Center Call Cent er recei ves, holds a nd routes calls to agents in a cal l center . call cent er A call cent er is a department or a b usiness that us es Nortel Net work s Call Center to handle numerou s incoming c alls. A call cen ter typi cally empl oys se veral agent s to answ[...]

Glossary 183 Call Center Telephone Adminis tration G uide Automated At tendant me nus with a more sophi stic ated menu th at of fers calle rs a wi der range of optio ns. Delay Ans w er Dela y Ans wer is a feat ure th at prevents Ca ll Cen ter fr om an swer ing ca lls an d play ing greeti ngs when ther e are no a gents a v ailable. When a skil lset [...]

184 Gl ossary N0025637 0 1 Memory b utton in dicator Memory b utt on indica tors are the t riangul ar- shaped LCD indicat ors on a telep hone ne xt to the me mory b utt ons. Mem ory b utton indica tors can be used to monit or cal l acti vity and vie w the Login/Logou t status and the Not Ready st atus of a gents. Messag e Waiting I ndic atio n (MWI[...]

Glossary 185 Call Center Telephone Adminis tration G uide Real time Real ti me is a t erm for when there is v ery li ttle respo nse time be tween when an e vent occurs a nd when t he informat ion about the e vent i s displa yed. Y ou can monitor th e real time or c urren t situat ion of age nts and call acti vity by u sing the Di splay W aiting Cal[...]

186 Gl ossary N0025637 0 1[...]

Call Center Telephone Adminis tration G uide 187 Inde x Numerics 24 Ho ur Serv ice mo de, s killse t 115 A Agent Autob usy mode 163 dynamic pri ority 1 0 Feature Codes 21 listening to skil lset mailbox messag es 69 monitor 151 parameters 1 01 Silent Monitor 151 Agent priority lev els 10 Agents maximum number 10 B Button memory b utton indicator s 2[...]

188 Index N0025637 0 1 character limit 84 Destination, Of f-premise Message Notif icati on numbers 77 Determining Contro l DN 56 Feature Codes 18 mailbox interface 5 7 Message W aiting Indication extension 56 skillset mailbox number 56 DID routing 127 Director y , Compan y 58 Disabling a skillset 48 Displa y 17 two line 15 Displ ay tele phone enter[...]

Index 18 9 Call Center Telephone Adminis tration G uide copyin g 70 deleted, retrieving 71 dele ting 70 , 73 eras ing 70, 73 ext ernal 74, 76 forw arding 73 internal 74 minimum recording length 74 Of f-premi se Message Notif ication 77 playi ng en velope, CallPilot interface 73 en velope, Norstar V oice Mail 70 next, CallPilot 72 next, Norstar V oi[...]

190 Index N0025637 0 1 to an internal mes sage sender 74 to messages, CallPilo t 73 to messages, No rstar V oice Mail 71 Reserv ed channels 26, 165 Resetting skillset mailbox pas sword 6 2 Restrict ions for u sing Call Forw ard No Answer 169 Restrict ions f or using C all F orw ard on Bus y 169 Retrieving deleted messages 71 Retrieving messages fro[...]

Index 19 1 Call Center Telephone Adminis tration G uide T T able, Rou ting T able 12 7 T elephone line displ ay 15 Ti m e Primary alert 25 Primary alert time-lim it 25 Secondary alert 25 Ti p s agent administration 1 63 Call Center gener al parameters 164 recording call cen ter greetings 16 3 Routing T able admini stratio n 164 skillset administ ra[...]