Nortel Networks P0605665 03 manual

Part No. P0605665 0 3 23 Marc h 2004 Nortel Networks Call Center Set Up and Operatio n Guide[...]

2 P0605 665 03 Nortel Networks Call Center Set Up and Operation Guide Copyright © 2004 Nortel Networks All rights reserved. 2004. The informati on in this docu ment is subject to change wit hout notice . The statem ents, configu rations , technica l data, and recomme ndation s in this do cument ar e believed to be accur ate and relia ble, bu t are[...]

3 Nortel Netwo rks Call Cente r Set Up and Ope ration Guide Contents Chapter 1 About Nortel Netw orks Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Professional and Ba sic Call Ce nter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Call Cente r f eatures . . . . . . . . . . . . . . . [...]

4 Contents P0605 665 03 Chapter 5 Sett ing up sk illse ts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 About sk illsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 How incoming ca lls are sent t o a skil lset . . . . . . . . . . . . . [...]

Contents 5 Nortel Netwo rks Call Cente r Set Up and Ope ration Guide Chapter 7 Off-premise Messa ge Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 About Of f-premise Mes sage Notifi cation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Assignin g an out dial metho d to a skil lset mailbox .[...]

6 Contents P0605 665 03 Adding a T r a nsf e r step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Adding a Disconn ect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 Assignin g Routin g T ab l e hours of op eration . . . . . . . . . . . . . . . . . . . . . .[...]

Contents 7 Nortel Netwo rks Call Cente r Set Up and Ope ration Guide Using Si lent Moni tor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 1 Monitor ing tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 1 Logging o n and moni toring a gent call s [...]

8 Contents P0605 665 03 Chapter 16 Tips f or operating Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211 Agent adm inistration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211 Skillset admin istration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [...]

Contents 9 Nortel Netwo rks Call Cente r Set Up and Ope ration Guide Problems viewing skill set setting s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246 Problems transferring cal ls to the v oi cemail extension . . . . . . . . . . . . . . . . . . . . 246 Call proce ssing problems . . . . . . . . . . . . . . . . . . . . [...]

10 Conten ts P0605 665 03[...]

11 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 1 About Nortel Network s Call Center This gui de leads a Call Cen ter Administrator or a System Administr ator through se tting up and operati ng Call Center , and is an ongoing reference. Call Cent er is an applic ation that h a ndles incoming calls a s efficientl y and economic[...]

12 Cha pter 1 A bout Nortel Ne tworks C all Center P060566 5 03 Call Center features Call Cent er has many featur es that give you r call center advanced and fl exible call ha ndling. Intelligent Routin g Intellige nt Routing giv es you adva nced methods for routing cal ls through your call center. How calls are direc ted is based on various input [...]

Chapter 1 About Nor tel Networ ks Call Center 13 Nortel Networks Call C enter Set Up and Op eration Gui de Dynamic c all priority You can ha ve the priorit y of a call cha nged in the In telligent CLID/DN IS Routing tab le, the Intell igent Calle r Input Routing Tab le and the Int elligent Overflow Routing tabl e. With call priority, all ca lls tha[...]

14 Cha pter 1 A bout Nortel Ne tworks C all Center P060566 5 03 Using CallPilot cal l routing wit h Call Center CallPil ot is a vers atile bu siness communica tions tool tha t you can use to: • answer i ncoming calls • off er ca llers a sel ectio n of op tion s to r oute t heir c alls or acc ess i nform atio n • provide advanced voicema il, A[...]

Chapter 1 About Nor tel Networ ks Call Center 15 Nortel Networks Call C enter Set Up and Op eration Gui de A comparis on of Basic and Profe ssional Call Ce nter Features Basic Call Cente r for CallPilot 100/1 50 Professional Ca ll Center for Business Communic a tions Manager Basic Call Center for Busine ss Communica tions Manag er Numbe r of skills[...]

16 Cha pter 1 A bout Nortel Ne tworks C all Center P060566 5 03 Basic In telligent Cal l er Inpu t Routin g: the abilit y to route a call to an Operator, Auto Attend ant, skillset m ailbox, CCR Tree or internal o r external number Availabl e Available Avail able Advance d Intelligen t Caller Input R outing: the a bility to route a c all based on m [...]

Chapter 1 About Nor tel Networ ks Call Center 17 Nortel Networks Call C enter Set Up and Op eration Gui de Rel ated document s For mor e informatio n about Call Cen t er r efer to the: • Nortel Ne tworks Call Center Agent Guide • Norte l Networks C all Center Superviso r Guide • CallP ilot 100/ 150 Call Center Tel ephone Administrat ion Guide[...]

18 Cha pter 1 A bout Nortel Ne tworks C all Center P060566 5 03 Ho w t o get help USA and Canada Authorized Distributors - Technical Support Telephone: 1-800-4NORTEL ( 1-800-466-7835) If you al ready have a PIN Code , you can enter Expres s Routing Code (ERC) 19 6#. If you do not yet have a PIN Cod e, or for general questions and f irst line supp o[...]

19 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 2 About s etting up Call Center You can set up Call Cente r usin g a display tele phone on your pho ne system, or using the web-based CallPil ot Manager on a web browser from a compute r on your network . For some Cal l Center tas ks, such as initi alizing skillset ma ilboxes, yo[...]

20 Cha pter 2 Abou t setting u p Call Cent er P060566 5 03 Enabling Soft ware Authorizatio n Codes You enable sof tware authori zation codes to inst all Call Center, to increa se the number of agent s at your cal l center, an d to enhance your call ce nter with optio ns such as Multim edia Call Center and Call Cent er Reporting. To enable a softwar[...]

Chapter 2 About se tting up Ca ll Cent er 21 Nortel Networks Call C enter Set Up and Op eration Gui de To enable a softwar e authorization code for CallPil ot 100/150 1 Start Ca llPilot Ma nager. 2 Click th e Configuratio n heading. 3 Click th e In stal led O ption s lin k. The Inst alled Options page appears. 4 In the Keycode boxes t ype the softw[...]

22 Cha pter 2 Abou t setting u p Call Cent er P060566 5 03 To start CallPilot Manager on Business Commun ications Manager 1 Point you r web browser t o https:/ /<IP address>: 6800/CallPilot M anage r where <I P address> is the IP address of Business Communic ations Manager. For info rmation about the IP addres s, ask your network admini[...]

Chapter 2 About se tting up Ca ll Cent er 23 Nortel Networks Call C enter Set Up and Op eration Gui de About the CallPilot Manager int erface System timeou t A CallPilo t Manager sess ion times out afte r 10 minutes of inac tivity. This is a securi ty feature th at prevent s unauthorized a ccess to the system. If your session times out , the login [...]

24 Cha pter 2 Abou t setting u p Call Cent er P060566 5 03 Call Center password a ccess If you wan t to limit access t o CallPilot Manag er, you can cre a te or cha nge a Call Center Adminis t rato r password that limits CallP ilot Manager a ccess to jus t the Call Center settings. To create a Call Center Administrator passw ord 1 Start Ca llPilot [...]

Chapter 2 About se tting up Ca ll Cent er 25 Nortel Networks Call C enter Set Up and Op eration Gui de Setting up C all Center from a two line d isplay telepho ne You cannot use a single line display t elephone to set u p and administe r Call Center on Ca llPilot 100/150. You must use a two line display teleph one. Two line display p hones show Cal[...]

26 Cha pter 2 Abou t setting u p Call Cent er P060566 5 03 Using the dia lpad The butto ns on your disp lay telephon e dialpad act as both numbers and letters. Each b utton repres ents a number and le tters of the a lphabet. Letters and numbers on the dialpa d The displ ay can show up to 16 c haracters. The prompt remains on the display if you ente[...]

Chapter 2 About se tting up Ca ll Cent er 27 Nortel Networks Call C enter Set Up and Op eration Gui de Symbols and co nventions used in this guide Thes e con ven tions and sy mbo ls are use d to re pres ent th e Bu sine ss Se ries T ermi nal d ispla y and dialpad . Abou t teleph one but tons This tab le shows the Norte l Networks Business Series Te[...]

28 Cha pter 2 Abou t setting u p Call Cent er P060566 5 03 Checking which telephone mailbox interface you use CallP ilot s uppor ts two inter faces : Nors tar V oice Ma il and Call Pilot . The Syste m Administ rator determine s which interface i s assigned to yo ur mailbox. Follow th e procedures in this guide th at apply to the i nterface you us e[...]

29 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 3 Using Feature Codes You use Fea ture Codes to p erform Call Center functio ns on your telepho ne. Feature Codes Feature Codes are assigne d during inst allation. This guide shows the def ault Feature Cod es. Call Center c an also use custo m Feat ure Codes. If the default Featu[...]

30 Cha pter 3 Us ing Featur e Codes P060566 5 03 Programming a m emory butto n with a Fe ature Code Each Feat ure Code can be pr ogrammed to a memory button. We recommen d that you use memor y buttons with indicator s to program the Fea ture Codes. A memor y button indicat or is the tria ngle next to a memory button. You can use memory buttons t o [...]

Chapter 3 Using Featu re Codes 31 Nortel Networks Call C enter Set Up and Op eration Gui de Feature Codes used by Call Center Administrator a nd Supervisors Use this Fe ature Code To... Open Mailb ox ≤ ·°⁄ • open ski llset mailb oxes • record skillset mail box greet ings • listen to me ssages in the sk illset mailbo x Operator Settings [...]

32 Cha pter 3 Us ing Featur e Codes P060566 5 03 Feature Codes used by Call Center agents If you ha ve Custom Featur e Codes, record the m in the table “Feature Codes” on pa ge 252 . Agent Feature Codes For mor e informatio n on Agent Feature Cod es, refer t o the Nortel Networks Ca ll Center Agen t Guide . For m ore information on Fea ture Cod[...]

33 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 4 Setting up Cal l Center ag ents Agents ha ndle the calls i n your call center. Supervis ors are agent s with addition al capabiliti es. Supervis ors can change their own passwor d and monitor ca lls between agent s and callers. About adding agen ts Before yo u can add agents t [...]

34 Cha pter 4 S etting up Ca ll Center ag ents P060566 5 03 In addit ion to these agent properti es, if you use Pro fessional Ca ll Center you can ass ign agents Dynamic Pri ority when you ass ign them to a s killset. For more information refer to “Dynamic Agent Pri ority” on pag e 54 . Missed Ca ll Option The Miss ed Call Option controls how a[...]

Chapter 4 Setting up Call Cente r agents 35 Nortel Networks Call C enter Set Up and Op eration Gui de Adding an ag ent or a supervisor You can use the t able “Call Center agents” on page 2 56 to record the a gents you add. To add an agent 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Agent List li nk. The C all C e[...]

36 Cha pter 4 S etting up Ca ll Center ag ents P060566 5 03 9 From the M i ssed Call Option l i st b ox select Make Not Re ady (Return to Skillset) or Automatic Logout. 10 From the Acc epted Call Types list box select Voice, Multimedia or Bo th. If you do not have Multimedia Call Center enabled , Accepted Call Types does not appe ar. 11 If you use [...]

Chapter 4 Setting up Call Cente r agents 37 Nortel Networks Call C enter Set Up and Op eration Gui de Adding mo re than one ag ent You can sav e time by addin g more than o ne agent at a ti m e. When y ou add multiple age nts, the agents h ave the defau l t age nt name and parame ters. You can use the t able “Call Center agents” on page 2 56 to[...]

38 Cha pter 4 S etting up Ca ll Center ag ents P060566 5 03 11 If you us e Activity Codes, from the Activity Code Entry Type list box s elect Prompted or Optional . The d efaul t is Op tiona l. 12 Click th e Submit button. Note: Any agents who have an agent ID number that is bet ween the numbers you enter in the Fro m and To boxes are not changed. [...]

Chapter 4 Setting up Call Cente r agents 39 Nortel Networks Call C enter Set Up and Op eration Gui de Changing agent information You can cha nge an agent’s : •n a m e • supervi sor status • Automatic Answer setting • Mi ssed C all O ption • Accepted Call Types • Acti vity Code se tting To change agent information 1 Start Ca llPilot Ma[...]

40 Cha pter 4 S etting up Ca ll Center ag ents P060566 5 03 Deleting an agent Deletin g an agent remov es the agent fro m Call Center. The agent is removed fr om the Agent List and a ll th e skill sets t hey are as sign ed to . If you want to rem ove a n age nt fro m a sk illset , refe r to “Unassiging an age nt from a skills et” on page 57 . T[...]

Chapter 4 Setting up Call Cente r agents 41 Nortel Networks Call C enter Set Up and Op eration Gui de Forc ing an agent off Agents us ually log out when they are no lo nger availab le to receive c alls. If an agent leaves and does not log off, you ca n force the agent off. An agent that is for ced off does n ot receive any ne w Call C ente r calls [...]

42 Cha pter 4 S etting up Ca ll Center ag ents P060566 5 03[...]

43 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 5 Setting up skillsets About skillsets Call Cent er skillsets ans wer and distr i bute calls to agent s as they become ava ilable. Skills ets hold calls for different call center departments, suc h as sales an d technical support. The maximum number of skillsets you can set up de[...]

44 Cha pter 5 Setting u p skills ets P060566 5 03 Skillset properties Skillset The number betwee n 1 and 50 tha t is assigned to the skillse t. Control DN The Co ntrol Directory Number is the ex tension asso ciated with the skill set. Incoming calls transfer to the CDN of each skillset from extensions, th e Automated Attendant or C ustom Call Rou t[...]

Chapter 5 Setting u p skillsets 45 Nortel Networks Call C enter Set Up and Op eration Gui de Break Ti me Break Time is a time perio d for agents to c omplete paperwork after they finish a call. After an a gent completes a call, they a re taken out o f the skillse t for the Break Time. The ag ent can extend or cancel the Bre ak Time by using the Not[...]

46 Cha pter 5 Setting u p skills ets P060566 5 03 Setting up or chan ging a skillset You can record skills et properti es in the ta ble “Call Center ski llsets” on page 253 . To set up or change a ski llset 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Skillset List link. The S kills et Lis t pag e app ears. 4 If y[...]

Chapter 5 Setting u p skillsets 47 Nortel Networks Call C enter Set Up and Op eration Gui de 5 In the Control DN box, type the ext ension for the s killset. For mor e informatio n, refer to “Control DN” on page 44 . 6 In the Name box type the name for t his skil lset. The skill set name can be a maxi mum of 16 charact ers. 7 In the MW I DN box,[...]

48 Cha pter 5 Setting u p skills ets P060566 5 03 Settin g up DID ro uting You can ro ute c alls base d on their Direc t Inw ard D ial ing (D ID) numbe r. DID is the abili ty to m ake a telep hone call dir e ctl y into an i nternal exten sion, without h aving to go throu gh the operato r. To ro ute DID cal ls, set up a DID targe t line a nd as sig [...]

Chapter 5 Setting u p skillsets 49 Nortel Networks Call C enter Set Up and Op eration Gui de Setting up C LID/DNIS Routing If you us e Professional Call Cente r you can set up CLID/ DNIS Routing Tables. C LID/DNIS Routing i s the initia l routing th at Call Center calls encounter. The CLID/ DNIS Routing you set up lets Cal l Center route calls quic[...]

50 Cha pter 5 Setting u p skills ets P060566 5 03 CLID/DNIS Routing Table properties Line The li ne is the line number th e call comes in on. Any c alls that a rrive on this line ar e assigned the routing you sel ect. The line nu mber you enter m ust be a line that i s configured to be answered by a ski llset. CLID /AN I The CLID (Ca lling Line Ide[...]

Chapter 5 Setting u p skillsets 51 Nortel Networks Call C enter Set Up and Op eration Gui de Adding a CLID/DNIS Route 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e CLID/DNIS Routing Table link. The Inte lligent CLID/ DNIS Routing pa ge appears. 4 Click th e In sert link . The CLID/DNIS Se tup page appears . 5 Set th e [...]

52 Cha pter 5 Setting u p skills ets P060566 5 03 • If you have Multimedia Call Center e nabled and you want to assign routing to Mult imedia Call Cent er calls, sele ct the Multi media C alls check box. If you select the Multi media Calls ch eck box, you can enter a CLID/ANI numbe r, but you must leave the Line bo x and the DNIS box blank. 6 Sel[...]

Chapter 5 Setting u p skillsets 53 Nortel Networks Call C enter Set Up and Op eration Gui de Deleting a CLID /DNIS Route 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e CLID/DNIS Routing Table link. The Inte lligent CLID/ DNIS Routing pa ge appears. 4 Click th e De lete link for the r oute you want to de lete. The routi [...]

54 Cha pter 5 Setting u p skills ets P060566 5 03 Assigning an agent to a skillse t You can assi gn an agent to one o r more skillsets. Each a gent is responsib le for answeri ng calls for the sk illse ts th ey are assig ned to . Dynamic Agent Priority If you us e Call Center Pro fessional on Busi ness Communications M anager, a gents can have diff[...]

Chapter 5 Setting u p skillsets 55 Nortel Networks Call C enter Set Up and Op eration Gui de 5 Click th e Assign button. The Assign Agents page appear s with the ava ilable a gents displayed . 6 Click th e Assign check box f or each agent that you want to a dd to the skill set. 7 If you us e Professional Call Center, from the Priority list box, sel[...]

56 Cha pter 5 Setting u p skills ets P060566 5 03 Changing an agent’s priority in a skillset If you us e Call Center Pro fessional on Busi ness Communications M anager, a gents can have differ ent prioriti es depending upon whi ch skillset t hey are logged on t o. For example, wh en an agent is a member of the Engli sh skillset, th eir priority c[...]

Chapter 5 Setting u p skillsets 57 Nortel Networks Call C enter Set Up and Op eration Gui de Unassiging an agent from a skillset When you un assign an agent from a s killset, the a gent is removed fr om the skills et but is not delete d from Call Cent er. Before yo u unassign an agent from a skillse t, you must di sable the skil lset. See “Disabl[...]

58 Cha pter 5 Setting u p skills ets P060566 5 03 Enabling a skillset After yo u set up a skil lset, the skil lset is disab led until you ena ble it. Befo re you can e nable a skil lset y ou mus t: • set up the skil lset w ith a v alid C ontr ol DN . For in format ion, refer t o “Setti ng up or changing a skillset” on pa ge 46 . • initi ali[...]

Chapter 5 Setting u p skillsets 59 Nortel Networks Call C enter Set Up and Op eration Gui de Disabling a skillset You must disable a skil lset if you want to change the skillset propert ies or admini ster the lines . If you dis able a skills et, n o new calls go to the sk illse t. An y call s th at are i n th e skill set ge t distri buted until th [...]

60 Cha pter 5 Setting u p skills ets P060566 5 03 Unconfigu ring a skillset You must disable a skil lset if you want to change the skillset propert ies or admini ster the lines . Before yo u unconfigure a skillset: 1 disable the skills et by following t he procedure “Disabling a skillset” on page 59 2 unassig n any lines th at are assi gned to [...]

61 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 6 Setting up skill set mailboxes About skillset mailboxes Each skil lset has a mail box that stores messages left by callers. A sk illset mailbox is created automa tically when you s et up a skills et. There is on e skillset mail box for each skillset. The skill set ma ilbox num [...]

62 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Determinin g a skillset mailbo x number You must know a skillset ma ilbox number before you can se t up the skil lset mailbox. The skillset mailbox nu m ber is the mailbox’s Control DN. If you kno w the skillset m ail box number, you can initia lize t he ma ilbox . Refe r to “Initiali [...]

Chapt er 6 Sett ing up sk illset mailbox es 63 Nortel Networks Call C enter Set Up and Op eration Gui de Initializing a skillset mailbox You must initialize a skillset mail box before you can retrieve or li sten to messa ges that are left in it. Choose a pa ssword for th e skillset mail box that is bet w een four to eight digit s long and doe s not[...]

64 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Opening a s killset mailb ox You c an op en an init ialize d skil lse t mail box fr om: • your e xtension • another extension • an outsi de tone dial te lephone To open a skillset mailbox - Norstar Voice Mail To open a skillset mailbox - CallPilot 1 Press ≤ ·°⁄ . 2 Enter th e s[...]

Chapt er 6 Sett ing up sk illset mailbox es 65 Nortel Networks Call C enter Set Up and Op eration Gui de Opening a skillset mai lbox remotely To open a skillset mailbox from an outside telephone • If a ski llset mailbox i s a Mailbox node in a CCR Tree, press the one digit numbe r and you autom atic ally t rans fer to the sk illse t mail box or ?[...]

66 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Skillset mailbox password To decre ase the cha nces of una uthorized a c cess to a skillse t mailbox, c hange its pass word every 30 days. Keep a wri tten copy of the skillset mailbox pa sswords in “Skillse t mailboxes” o n page 258 . Give the skillset mailbox pa sswords only t o the a[...]

Chapt er 6 Sett ing up sk illset mailbox es 67 Nortel Networks Call C enter Set Up and Op eration Gui de Resetting a sk illset mailbox pass word To reset a skillset ma ilbox password 1 Start Ca llPilot Ma nager. 2 Click th e Mailbox Administr ation heading . The Mailbox List page appear s. 3 Click th e Reset Password l ink for the ski l lset mai lb[...]

68 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Recording skillset mailbox greetin gs After yo u initiali ze a skills et mailbox, re cord the greeti ngs for it. You can re cord Primary, Al ternate and Pers onalized gr eetings for eac h skillset m ailbox . You record a Primary skil lset mailbox greeting fo r everyday use. The Alternate s[...]

Chapt er 6 Sett ing up sk illset mailbox es 69 Nortel Networks Call C enter Set Up and Op eration Gui de To record a Primary or Alt ernate skills et mailbox greeting 1 Press ≤ ·°⁄ . Follow th e voice prompts or the display butt on options to ope n the skills et mailbox. 2 The skills et mailbox name appears brief ly. 3 If you use th e Cal lPil[...]

70 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Choosing a Primary or Alternate skillset mailbox g reeting If you r ecord a Primar y and an Alternat e skillset m ailbox greeting, you mu st choose which greeti ng plays. You can cha nge the selec t ion a t any time and as oft en as needed. If yo u do not choose a greeting, the Primary sk [...]

Chapt er 6 Sett ing up sk illset mailbox es 71 Nortel Networks Call C enter Set Up and Op eration Gui de 6 If you ch oose the Alte rnate mailbox gre eting, you are asked whether t he mailbox can accept messages. Press CHNG or ⁄ to toggle from yes to no or press OK or £ to accept . 7 Press ® t o end the sessi on. Accept msgs:Y CH N G OK[...]

72 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Recording a Person alized skillset mailbox greeting If your call center su bscribes to Call er ID, you can rec ord a maximum of three Personalized greeti ngs for eac h skillset mai lbox. For Persona lized skil lset mailbox g reetings, you pr ogram Call Center to rec ognize a specific tel e[...]

Chapt er 6 Sett ing up sk illset mailbox es 73 Nortel Networks Call C enter Set Up and Op eration Gui de Deleting a Persona liz ed skillset mailbox g reeting If you no longer need a Personali zed mailbox greet ing, you can del e te it. To delete a Personaliz ed mailb ox greeting 8 Enter t he phone number (maximum 10 digits) that you are assigni ng [...]

74 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Checking skillset mailb oxes for messages Frequent ly check the ski llset mailboxes for messages. O nly one a gent can retri eve messages from each skil lset m ailbo x at a time . If dif f eren t agents access the messages in t he skillset mai lbox throughout t he day, each agent should: ?[...]

Chapt er 6 Sett ing up sk illset mailbox es 75 Nortel Networks Call C enter Set Up and Op eration Gui de Playing skillset mailbox m essages Use the pr ocedure for playing messag es that corresp onds to the in terface you use: • “To play ski llset mailbox message s - Norstar Voice Mail” on page 75 • “To play skills et ma ilb ox mess ag es [...]

76 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Notes: 1 Because t he skillset mai lbox has limited message storage s pace, delete any messages you no longer n eed. After a cert ain time period , your saved mess ages are erased automatically. As k your S ystem Adminis trator about t his. Fo r w ar d ‹ or > >> Adv ances the me[...]

Chapt er 6 Sett ing up sk illset mailbox es 77 Nortel Networks Call C enter Set Up and Op eration Gui de 2 You can r etrieve a d eleted messag e only if you ha ve not quit the session in which you de leted it. F or in form ation about retr ievin g de leted messa ges re fer to “Retrievi ng erased message s” on page 78 ”. 3 Applies o nly if the[...]

78 Cha pter 6 S etting up s killset mail boxes P060566 5 03 Retrieving e rased messages After you play your message s and end your skill set mailbox sess ion, any messages that you do not erase are saved . Sin ce me ssag e sto rage s pace is lim ited , we re comm end that you e rase m essa ges that ar e no longer ne eded. You can re trieve an er as[...]

Chapt er 6 Sett ing up sk illset mailbox es 79 Nortel Networks Call C enter Set Up and Op eration Gui de Replying to m essages You can repl y to internal and ex ternal call ers. You can reply to a n external calle r if your company subscri bes to CLID. The message s you record must b e longer than thr ee seconds. The system times out a fter five se[...]

80 Cha pter 6 S etting up s killset mail boxes P060566 5 03 To reply to an interna l caller - Ca llPilot 1 Press ≤ ·°⁄ Follow the voice prompts or t he display butt on options on yo ur telephone to open the sk illset mail box. 2 A mailbox summar y is announced. While you ar e in your message l ist, you can play any message. 3 Press ¤ to play[...]

Chapt er 6 Sett ing up sk illset mailbox es 81 Nortel Networks Call C enter Set Up and Op eration Gui de Replying to an e xternal caller You can re ply to an exte rnal caller i f your company su bscribes to a Caller ID se rvice and th e skills et mailbox has an outdial method as signed to it . For informati on about ou tdial method ref er to “Ass[...]

82 Cha pter 6 S etting up s killset mail boxes P060566 5 03[...]

83 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 7 Off-premise Message Notification About Off-premise Message Notification Off-pre m ise M essage No tificatio n notifies you or a designated a gent when there are new or urgent messages in the skillse t mailbox. You can re ceive Off-premis e Message Notific ation at any ton e dia[...]

84 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 Assigning an outdial m ethod to a skillset mailbox The ou tdia l met hod de term ines w hich line, li ne poo l or ro ute co de the sy ste m use s for Of f-pre mise Messag e Notification. The defaul t for outdial met hod is None. You must assign an outdi al method before you ca n use an[...]

Chapter 7 Off-p remise Mes sage Notific ation 85 Nortel Networks Call C enter Set Up and Op eration Gui de Off-premis e Message Notification pa rameters You c an se t up th e para meters for Of f-pre mise Messa ge No tifica tion f rom a ny ton e dia l phon e. The p aram eters are: • destina tion type (phone , extension or pag er) • destina tion[...]

86 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 Setting up Off-premise Message No tification Follow th ese instruc tions if you have not set up Off-Pr emise Message Notif ication and ar e setting it up f or the firs t time. If you have set up Off -Premise Me ssage Notifi cation, ref er to the sec tion on “Changing Off-premise Mess[...]

Chapter 7 Off-p remise Mes sage Notific ation 87 Nortel Networks Call C enter Set Up and Op eration Gui de 6 Pres s OK or £ to accept the destinati on phone number r epresent ed by <x> or press ADD or ¤ t o add special characters and use your dialpad or follow th e voice prom pts to add characters . After you add special c haracters, pre ss[...]

88 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 16 Pres s OK or £ if you want to be n otified when t he skillset m ailbox receive s a new message or press CHNG or ⁄ if y ou want to be notif ied only when the skillset mailbox re ceives an urg e nt mess age. 17 Pres s ® to end the ses sion. Msg t ype: n ew CH NG O K Msg no tify AD[...]

Chapter 7 Off-p remise Mes sage Notific ation 89 Nortel Networks Call C enter Set Up and Op eration Gui de To set up Off-premi se Message Notifi cation to an extension 1 Pres s ≤ ·°⁄ . Follow th e voice pro m pts or the dis play button opti ons to open the skills et m ail box. 2 If you use the CallPil ot interface: •P r e s s °fi to ope n[...]

90 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 11 Pres s AM or ⁄ or PM or ¤ . 12 Pres s OK or £ to accept the stop time. 13 Pres s YES or ⁄ if you want to set up another destina tion number or press NO or £ if you do not want to s et up another des tination number. 14 Pres s NEXT or £ to accept the start time that you e nte[...]

Chapter 7 Off-p remise Mes sage Notific ation 91 Nortel Networks Call C enter Set Up and Op eration Gui de About setting up Off-premise Message Notification to a pager number Example of a destination pager number If you ar e assigning a pa ger destinati on number from behind a PBX, remember to inse rt a · (dependi ng on your syst em) before the £[...]

92 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 3 Pres s ADMI N or ⁄ to set up Off- premise Message Notification. 4 Pres s PAGER or ‹ to select a pager number destinat ion. 5 Enter the destination pa ger number and pres s OK or £ . 6 Pres s OK or £ to accept the destin ation page r number represented by <x> or press ADD [...]

Chapter 7 Off-p remise Mes sage Notific ation 93 Nortel Networks Call C enter Set Up and Op eration Gui de To set up Off-premi se Message Notifi cation to more than one destination You can re ceive notif i cati on of a message at a maximum of five dif ferent destin ation numbers. The foll owing steps sh ow you how to enter a p hone number dest inat[...]

94 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 9 Pres s OK or £ to accept the start time. 10 Ente r the t ime w hen O ff-pr emis e Mes sage Notif ica tion is to sto p. This is a four dig it field. Any single di git hour and minute must be preceded by a zero. 11 Pres s AM or ⁄ or PM or ¤ . 12 Pres s OK or £ to accept the stop t[...]

Chapter 7 Off-p remise Mes sage Notific ation 95 Nortel Networks Call C enter Set Up and Op eration Gui de 21 Pres s NEXT or £ to accept the start time that you e ntered or press CHNG or ⁄ to c hange the st art t ime. 22 Pres s NEXT or £ to accept the stop ti m e that you entered or press CHNG or ⁄ to c hange the st op t ime. 23 Pres s OK or [...]

96 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 Changing Off-p remise Message Notification You c an ch ange the pa rame ters and d estin ation s fo r Off-P rem ise M essag e Not ifica tion . Refe r to “O ff-pre mise Messa ge No tifica tion parame ters” on page 85 for more i nformatio n about para meters . If you wa nt to change [...]

Chapter 7 Off-p remise Mes sage Notific ation 97 Nortel Networks Call C enter Set Up and Op eration Gui de 6 Pres s CHNG or ⁄ to cha nge the st art t ime or press NEXT or £ to accept the star t time. 7 Pres s CHNG or ⁄ to cha nge the st op tim e or press NEXT or £ to accept the stop time. 8 Pres s CHNG or ⁄ to chang e the message type to ur[...]

98 Cha pter 7 O ff-premis e Message No tificati on P060566 5 03 To change the destination from phone to another destination 1 Pres s ≤ ·°⁄ . Follow the voic e prompts or the di splay button opti ons to open the skills et m ail box. 2 If you use the CallPil ot interface: •P r e s s °fi to ope n the Mailbox Tools •P r e s s NOT IF or ¤ t[...]

Chapter 7 Off-p remise Mes sage Notific ation 99 Nortel Networks Call C enter Set Up and Op eration Gui de 10 Pres s CHNG or ⁄ to change th e start ti m e or press NEXT or £ to accept the star t time. 11 Pres s CHNG or ⁄ to change th e stop time or press NEXT or £ to accept the stop time. 12 If you want to change mess age notificati on, press[...]

100 Chapt er 7 Off-p remise Message Notification P060566 5 03 To change the destination from pager to phone or extension 1 Pres s ≤ ·°⁄ . Follow the voi ce prompts or the displ ay button options to open the skills et m ail box. 2 If you use the CallPil ot interface: •P r e s s °fi to ope n the Mailbox Tools •P r e s s NOT IF or ¤ to op[...]

Chapter 7 Off-prem ise Messa ge Notif ication 10 1 Nortel Networks Call C enter Set Up and Op eration Gui de 9 Pres s CHNG or ⁄ to change th e start ti m e or press NEXT or £ to accept the star t time. 10 Pres s CHNG or ⁄ to change th e stop time or press NEXT or £ to accept the stop time. 11 If you want to change mess age notificati on, pres[...]

102 Chapt er 7 Off-p remise Message Notification P060566 5 03 To change the destination from phone or extension t o pager 1 Pres s ≤ ·°⁄ . Follow the voic e prompts or the di splay button opti ons to open the skills et m ail box. 2 If you use the CallPil ot interface: •P r e s s °fi to ope n the Mailbox Tools •P r e s s NOT IF or ¤ to [...]

Chapter 7 Off-prem ise Messa ge Notif ication 10 3 Nortel Networks Call C enter Set Up and Op eration Gui de 8 Pres s NEXT or £ to a ccept the defaul t pager message r epresented by <xxxx>. Th e default pag er message sent by CallPilot is t he CallPilo t extension. This is the seque nce of digits t hat is sent aft er the pager service is di [...]

104 Chapt er 7 Off-p remise Message Notification P060566 5 03 Deleting a dest ination num ber If you ha ve more than one des tination number f or Off-premise Messag e Notification, you can delete a destinati on. To delete a destination number 1 Pres s ≤ ·°⁄ . Follow the voic e prompts or the di splay button opti ons to open the skills et m ai[...]

Chapter 7 Off-prem ise Messa ge Notif ication 10 5 Nortel Networks Call C enter Set Up and Op eration Gui de Adding a des tination nu mber Use this procedure if you have set up Off -premise Messa ge Notificatio n and you want to add another destination numbe r. You can have up to five dest ination numbers. To add a destinati on number 1 Pres s ≤ [...]

106 Chapt er 7 Off-p remise Message Notification P060566 5 03 Turning Off-premi se Message Notification on or off You can tur n Off-premis e Message Notifica tion on or off at any time. If you t urn Off-premise Message Not ification off , you do not affec t any of the assi gned parameters. To turn Off-premis e Message Notification o n or o ff 1 Pre[...]

107 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 8 Recording Call Center Greetings About Call Center g reetings Call Cent er greetings e ncourage call ers to stay on t he line until a n agent is av ailable. You can record g reetings in di fferent langua ges and change t hem as often as yo u like. You can inc lude informat ion [...]

108 Chapt er 8 Reco rding Ca ll Center Greetings P060566 5 03 Transfer gree ting A transfer g reeting lets a caller transfer t heir call. “Please pre ss 1 to leave a message and one of our agen ts will return your call. Pres s 2 to return to the previous c hoices.” Non-busines s hours greeting Your non-bu siness hour s greeting w i ll be played[...]

Chapter 8 Recording Call Center Greeting s 109 Nortel Networks Call C enter Set Up and Op eration Gui de Recording a Call C enter greeting Before yo u record a gre eting, write th e greeting out s o that you inc lude everything that you want t o say. We recomme nd that you recor d greetings tha t are a maximum of 20 s econds long. If you r greeti n[...]

110 Chapt er 8 Reco rding Ca ll Center Greetings P060566 5 03 3 Click th e Voice link for the number of the gree ting you want to r ecord. The page you can reco rd a greeting from appears. If you use Call Pilot 100/150, the impor t and export o ptions do not appear. 4 In the Connect to box, type the e xtension number o r telephone number you are us[...]

Chapter 8 Recording Call Center Greeting s 111 Nortel Networks Call C enter Set Up and Op eration Gui de 8 To list en to the rec ording, clic k the Play but ton or to sav e the r eco rding , click the Save b utton. The recor ding replaces a previously r ecorded gr eeting. 9 Click th e Close button and re place the te lephone handse t. 10 If you ar [...]

112 Chapt er 8 Reco rding Ca ll Center Greetings P060566 5 03 Importing a C all Center greeting If you us e Professional Call Center on Busi ness Communications Ma nager you can import a previou sly recorded greeting. You canno t import a pre viously recorde d greeting if y ou use CallPil ot 100/150. The WA V fi le forma t mus t be: • Bit Rate - [...]

Chapter 8 Recording Call Center Greeting s 113 Nortel Networks Call C enter Set Up and Op eration Gui de 15 Click th e Add Caption link for the greeting. The Greet ing Caption page ap pears. 16 In the Greeting box t ype a descri ptive name for th e greeting. The greet ing caption can be a maximum of 30 cha racters. 17 Click th e Submit button. Expo[...]

114 Chapt er 8 Reco rding Ca ll Center Greetings P060566 5 03[...]

115 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 9 Setting up Intelligent Routing About Int elligent routing Intell igent routi ng gives you t r emendou s flexibilit y in controll ing how calls are rout ed. Intell igent routi ng includes the se methods for m oving a call, b ased on variou s conditi ons: Intelligent Overflo w R[...]

116 Chapt er 9 Sett ing up Intellige nt Routing P060566 5 03 Mode Intell igent Overf l ow Rout ing looks a t the mode the skill set is in to determine how to handle a call. A skill s et c a n be in Da y mode, Night mode, or 24 Hour Servic e. Each mode can have its own rul es for how t o handle calls. Th e default mode is Day. Condition After I ntel[...]

Chapt er 9 Setting up Intell igent Routi ng 117 Nortel Networks Call C enter Set Up and Op eration Gui de Examples of Int elligent Overflow Rou ting rules Intell igent Overfl ow Routing gives yo u flexibility in setting the rules for h ow calls are h andled. The foll owing tables show examples of different wa ys you can confi gure Intelligent Overf[...]

118 Chapt er 9 Sett ing up Intellige nt Routing P060566 5 03 Example 3 In this exa mple , call s to the call cen ter go to sk ills et 1, wh ich is the co mpa ny hel p lin e. If th ere are no agents logged on to t he help line, th e call moves to sk illset 2, which i s the company’s se rvice departme nt. When a call m oves to a new skillse t , it [...]

Chapt er 9 Setting up Intell igent Routi ng 119 Nortel Networks Call C enter Set Up and Op eration Gui de Exam ple 5 In thi s exam pl e, cal ls to t he cal l cen ter go to sk ills et 1, wh ich is the comp any’ s help line. If the cal l is not a nswered by an agent within 2 minutes a nd 30 seconds an d if there are no ag ents logged on to ski llse[...]

120 Chapt er 9 Sett ing up Intellige nt Routing P060566 5 03 Exam ple 6 In thi s example, calls to the cal l center go t o skillset 1, which is the company’s hel p line. The Night Serv ice M ode is set to star t at 6:0 0 pm . After 6:0 0 pm t here a re no o ther s kill sets w ith ag ents logged on . If no agents are logged on to s killset 1 or if[...]

Chapt er 9 Setting up Intell igent Routi ng 121 Nortel Networks Call C enter Set Up and Op eration Gui de Exam ple 8 In this example, cal ls to the call c enter are an swered by skillse t 1, the company’ s sales skil lset. If a call i s not answered wit hin 10 seconds, it overflows to skill sets 2, 3 and 4. If the c all is not answered within an [...]

122 Chapt er 9 Sett ing up Intellige nt Routing P060566 5 03 Assigning Intellig ent Overflow Routin g to a skillset 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Skillset List link. The S kills et Lis t pag e app ears. 4 Click th e Overflow link f or the skills et y ou wan t to a dd In tellig ent O verfl ow Ro utin g t[...]

Chapt er 9 Setting up Intell igent Routi ng 123 Nortel Networks Call C enter Set Up and Op eration Gui de 7 Select the Timer check box if you w ant In tel ligen t Ove rflow Rout ing to time how l ong th e call wai ts, and enter the time that a call waits in the skillse t befo re it goes to t he destinati on that you specify. 8 Select the Agents Not[...]

124 Chapt er 9 Sett ing up Intellige nt Routing P060566 5 03 Movin g an Intel ligen t Ov erflow rule After you cr eate an Intelli gent Overflow ru le, you can move it to an other location in the Ove rflow Rule Table . Int ellige nt Ov erflo w rul es are appli ed to c alls in the order that th e rule s ap pear in the Overflow Rule Table. To move a r[...]

Chapt er 9 Setting up Intell igent Routi ng 125 Nortel Networks Call C enter Set Up and Op eration Gui de Modifying an I ntelligent Overflow Rule 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Skillset List link. The S kills et Lis t pag e app ears. 4 Click th e Overflow link f or the skills et wi th the rule yo u wa nt[...]

126 Chapt er 9 Sett ing up Intellige nt Routing P060566 5 03[...]

127 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 10 Setting up Routing Tables Abou t Routing Tables Routing t ables determine how the system answer s, holds a nd routes incoming calls to age nts in your cal l center. You set up routing tabl es to handle inco ming calls fo r each skillse t. A call in a skills et receive s the t[...]

128 Chapt er 10 Se tting up Routing T ables P060566 5 03 As you cre ate routing tables, each tab le shows whether it detects f axes. This rout ing table de tects fax call s. Its fir st step is a Gr eeting step: • that is 11 seconds or long er • that is Forced Play • that does not have a trans fer This rout ing table doe s not guarantee fax de[...]

Chapter 10 Setting u p Routing Ta bles 12 9 Nortel Networks Call C enter Set Up and Op eration Gui de Expected Wait Time Expected Wait Time (EWT) i s a gr eeting step tha t plays an expect ed wait time gree ting to the caller . With EWT you can play a greeting based on the expected wai t time of the ca ll in a skill set. If you use Multim edia Call[...]

130 Chapt er 10 Se tting up Routing T ables P060566 5 03 Recording EWT greetings The fir st step in sett ing up an EWT Table is recording EWT gr eetings. EWT greeti ngs notify calle rs of their expec ted w ait tim e in a skills et. R efer t o “Recording a Call Center gre eting” on page 109 . Examples of EWT greetings In this example, greet ings[...]

Chapter 10 Setting u p Routing Ta bles 13 1 Nortel Networks Call C enter Set Up and Op eration Gui de Setting up an EWT Table 1 Click th e Call Center heading. 2 Click th e Expected Wait Time Table s link. The EWT Greeti ng Tables page app ears. If you use Pr ofessional Cal l Center you have 2 0 EWT Greeting Tables. If you use Basic Call Center you[...]

132 Chapt er 10 Se tting up Routing T ables P060566 5 03 4 Click th e Add button. The Wait Time Interval p age appears. 5 In the Wait Ti me Interval box enter the fi rst EWT value in the format hh:mm:ss where: • hh is numbe r of hours fr om 0 – 24 • mm is number o f minutes from 0 – 59 • ss is nu m ber of seconds from 0 – 5 9 Each EWT t[...]

Chapter 10 Setting u p Routing Ta bles 13 3 Nortel Networks Call C enter Set Up and Op eration Gui de 12 If you us e Business Communic ations Mana ger, you can ent er a caption fo r the table. Click th e Add Caption li nk. The EWT Table Ca ption page appear s. 13 In the EWT Tab le box type a desc riptive name for the table, for example Peak Hours .[...]

134 Chapt er 10 Se tting up Routing T ables P060566 5 03 Deleting an EW T Table Before yo u can delete an EWT Tab le that is used by a routing tabl e you must disabl e the skillset that us es the EWT Table. If y ou want to delete an EWT Table that is not referenced b y a skillset, start at step 10. 1 Click th e Call Center heading. 2 Click th e Ski[...]

Chapter 10 Setting u p Routing Ta bles 13 5 Nortel Networks Call C enter Set Up and Op eration Gui de Changing an EWT Table 1 Click th e Expected Wait Time Table link. The EWT Greeti ng Tables page app ears. 2 Click th e Change link for t he table you want t o change. The EWT Greeti ng Table page appe ars. 3 Click th e Change link for t he EWT rule[...]

136 Chapt er 10 Se tting up Routing T ables P060566 5 03 About types of Routing T able steps You c an ad d th ese ty pes of step s to routi ng t ables : Greeting A Greeting step plays a g reeting to callers waiti ng in a skills et. You assign greeting pa rameters to each gr eeting. After the greeti ng plays, the ca ll goes to the nex t routing step[...]

Chapter 10 Setting u p Routing Ta bles 13 7 Nortel Networks Call C enter Set Up and Op eration Gui de Greeting st ep parameters You can assign th ese parameter s to greeting s teps. If the fi rst step in a routin g table is a Greeting step, it can detect fax calls and r oute them to th e skillset m ailbox for the r outing table. For more info rmati[...]

138 Chapt er 10 Se tting up Routing T ables P060566 5 03 Adding a Greeting step Greetin g steps play a message to waiting call ers. To add a Greeting step 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Skillset List link. The S kills ets L ist pa ge appea rs. 4 Click th e Day or the Night l i nk for the skillset to whic[...]

Chapter 10 Setting u p Routing Ta bles 13 9 Nortel Networks Call C enter Set Up and Op eration Gui de 5 Click th e In sert link . The Routin g Step page appe ars. 6 At the St ep Type option, sele ct Gree ting an d enter the gree ting number you want to use or if you wan t to use Expected W ait Time greetings, sele ct EW T Greeting T able and from t[...]

140 Chapt er 10 Se tting up Routing T ables P060566 5 03 8 At the Int elligent Caller I nput Routing opti on, select how you wa nt callers to b e able to trans fer t heir c alls: • Sel ect Non e if you do not want caller s to be able to t r ansfer their calls. • Sel ect Bas ic if you wa nt ca llers to b e able to tran sfer t o th e Autom ated A[...]

Chapter 10 Setting u p Routing Ta bles 14 1 Nortel Networks Call C enter Set Up and Op eration Gui de Adding a Distribute for step Distri bute for steps p ut callers on hold while t hey wait for an agent. To add a Distribute for step 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Skillset List link. The S kills et Lis t[...]

142 Chapt er 10 Se tting up Routing T ables P060566 5 03 Adding a Goto step Goto step s send a caller to another s t ep in the routing tab le. You can add a G oto step only to the end of a r outing table. To add a Goto step 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Skillset link. The S kills et Lis t pag e app ears[...]

Chapter 10 Setting u p Routing Ta bles 14 3 Nortel Networks Call C enter Set Up and Op eration Gui de Adding a Transfer step 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Skillset List link. The S kills et Lis t pag e app ears. 4 Click th e Day or the Night l i nk for the skillset you want to add a Tr ansfer step to. T[...]

144 Chapt er 10 Se tting up Routing T ables P060566 5 03 Adding a Disco nnect step Disconnec t steps relea se a call fr om the skills et it is in. If the first st ep in a routi ng table is a Disconnec t step, Call Cent er does not answer the call. To add a disconnect st ep 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e [...]

Chapter 10 Setting u p Routing Ta bles 14 5 Nortel Networks Call C enter Set Up and Op eration Gui de Assigning Ro uting T able hours of operation To assign the routing table hours of o peration for each day of the we ek, you set the start times fo r the Day an d Night Routing T ables for each s killset. The start times det ermine which rout ing ta[...]

146 Chapt er 10 Se tting up Routing T ables P060566 5 03 5 For e ach da y of the w eek se t the h our s of op erati on f or the skills et: • to have t he skillset op erate in 24 hour mode, leave the 24 hr Serv ice check box selected for that day • to s et the s tar t time for the Day R outi ng Ta ble, in the Day Start Time box enter t he start [...]

Chapter 10 Setting u p Routing Ta bles 14 7 Nortel Networks Call C enter Set Up and Op eration Gui de Setting the Service Mode for skills ets You m ust s et the Serv ice M ode th e skil lset uses s o that calls are a nswe red co rrec tly. Before yo u set the Servic e Mode you must: • configu re a skills et • set up a t least a Day Ro uting Tabl[...]

148 Chapt er 10 Se tting up Routing T ables P060566 5 03 4 The d ispla y sho ws the S ervic e Mode for sk illse t 1. In this example, skil lset 1 is in Auto mode. Press CH NG if you want to change t he Servi ce Mode to Day o r Night or press VIEW if you want to view the detai ls for the Service Mode or press NE XT if you have a Day Routing Table fo[...]

Chapter 10 Setting u p Routing Ta bles 14 9 Nortel Networks Call C enter Set Up and Op eration Gui de Example of a Day Routing Table To set up the routing tab le steps is shown in “Example of Day Rout ing Table steps” , follo w the procedur e “To set up the Day Routing Table exampl e” . Example of Day Routing Table s teps To set up the Day [...]

150 Chapt er 10 Se tting up Routing T ables P060566 5 03 11 In the Distri bute for box enter th e time 01:0 0 . 12 Click th e Submit button. The Distr ibute For step a ppears as step 2 in the Day Routi ng Table list. 13 Click th e In sert link fo r the End step. The Routin g Step page appe ars. The Greet ing option is se lected by def ault. 14 In t[...]

Chapter 10 Setting u p Routing Ta bles 15 1 Nortel Networks Call C enter Set Up and Op eration Gui de Exam ple of a Ni ght Rout ing Tabl e To set up the routing tab le steps shown in “Example of Night Rout ing Table steps” , follow the procedur e “To set up the Ni ght Routing Table example” . Example o f Night Routing Table s teps To set up[...]

152 Chapt er 10 Se tting up Routing T ables P060566 5 03 Chan ging a Routin g Table You must disable a skil l set before you can cha nge its routing table. For h ow to disab le a sk ills et refe r to “Disabling a s killset” on pa ge 59 . Reviewing Rout ing Table steps You c an rev iew t he s teps f or en able d skil lset s. 1 Start Ca llPilot M[...]

Chapter 10 Setting u p Routing Ta bles 15 3 Nortel Networks Call C enter Set Up and Op eration Gui de 5 Click th e Modify link f or the step you wan t to change. The Routin g Step page appe ars. 6 Make the ch anges you want t o the routing ta ble step. 7 Click th e Submit button. The change d step appear s in the Routing Ta ble list. 8 Click th e C[...]

154 Chapt er 10 Se tting up Routing T ables P060566 5 03[...]

155 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 11 Creating Caller Input Rul e s If you us e Professional Call Center, you ca n create Caller Input Rules that route calls t o other skills ets or loca tions based on cal ler multi- digit DTMF inp ut. Caller In put Rules let you identify caller s depending on w hat kin d of serv[...]

156 Chapt er 11 Cr eating Caller Input Rul es P060566 5 03 4 Click th e Create link for the Caller Input Rules Tab le you want to add a rule to. The Rule Ta ble Properties page appears. 5 Select Fixed or Variabl e , depending on wheth er you want to c r eate a r ule that appli es to a dialst ring of a fixed or variable length: • If y ou select Fi[...]

Chapter 11 Creati ng Caller Input R ules 15 7 Nortel Networks Call C enter Set Up and Op eration Gui de 8 Click th e Add button. The Match Rul e Setup page ap pears. 9 In the Match String box type t he string yo u want to mat ch. You c an us e # and * as wild card c harac ter s. For info rmation on u sing wildcard ch aracters re fer to “Using wil[...]

158 Chapt er 11 Cr eating Caller Input Rul es P060566 5 03 — if y ou select Line or Pool, in the Line/Pool # box type the li ne or line pool n umber used • if you wan t to transfer the call to the Automated Atten dant, select Tra nsfer to Au to Attendant a nd select a Greeti ng Table to tr ansfer the call to, or select None to tr ansfer the cal[...]

Chapter 11 Creati ng Caller Input R ules 15 9 Nortel Networks Call C enter Set Up and Op eration Gui de Using wildcard ch aracters You can use the wil dcard chara cters # and * in the ma tch string: • # matches any single digit • * matc hes zero or more di gits When you use the * wildcard cha racter: • it can a ppear only onc e in a match str[...]

160 Chapt er 11 Cr eating Caller Input Rul es P060566 5 03 6 The C all C enter Adm inistr ator c rea ted th ree ru les f or Ru les Ta ble 1: • rule 470 9####. Customers with servers have a personal ident ification numbe r that begins with 4709 • rule 570 9####. Customers wi th desktop comp uters have a pers onal identi fication number that be g[...]

Chapter 11 Creati ng Caller Input R ules 16 1 Nortel Networks Call C enter Set Up and Op eration Gui de Changing a C aller Input rule You can cha nge a caller input rule at a ny time. If you want to change the length for the r ules in a Caller I nput table, re fer to “Changing the r ule length for a Cal ler Input Table ” on page 162 . If you wa[...]

162 Chapt er 11 Cr eating Caller Input Rul es P060566 5 03 Changing the rule length for a Caller Input Table 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Caller Input Rules li nk. The Calle r Input Rul es Tables page ap pears. 4 Click th e Change link for t he table you want t o change. The Rule Ta ble Properties page[...]

Chapter 11 Creati ng Caller Input R ules 16 3 Nortel Networks Call C enter Set Up and Op eration Gui de Changing a Caller Input Rule 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Caller Input Rules li nk. The Calle r Input Rul es Tables page ap pears. 4 Click th e Rules link for the table th at has the rule you want to[...]

164 Chapt er 11 Cr eating Caller Input Rul es P060566 5 03 To clear a Caller Input Rule Table 1 Start Ca llPilot Ma nager. 2 Click th e Call Center heading. 3 Click th e Caller Input Rules li nk. The Calle r Input Rul es Tables page ap pears. 4 Click th e Clear link for the table you want to clear. A message ap pears that asks you to confir m the d[...]

165 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 12 Line ad ministr ation Before Ca ll Center can a nswer an incomi ng line, you mu st assign the line to be answe red by a Call Center s killset. Refer to “A compariso n of Basic and Profess ional Call Cente r” on page 15 for informat ion on how many li nes you can config ur[...]

166 Chapt er 12 Lin e admini stration P060566 5 03 Configuring lines You must di sable a skillset and wait unt il there are no call s in the skills et before you can add lines to it. Yo u cannot add lines to a skillset while it is in use. Lines t hat are progra mmed to be ans wered by Call Center must not be programmed to be answere d by ano ther p[...]

Chap ter 12 Li ne admi nistrat ion 167 Nortel Networks Call C enter Set Up and Op eration Gui de To configure a line 1 Start Ca llPilot Ma nager. 2 Click th e Auto-Attendant hea ding. The Lines Administration pa ge appears. 3 Click th e Change lin k for th e line you w ant to assig n to a skills et. The Line Pr operties page a ppears. 4 From the An[...]

168 Chapt er 12 Lin e admini stration P060566 5 03 Configuring several lin es 1 Start Ca llPilot Ma nager. 2 Click th e Auto-Attendant hea ding. 3 Click t he Change Many Lines link. The Change M any Lines page app ears. 4 In the From box typ e the number of the first line t o add. 5 In the To box type the number of the l ast line to ad d. 6 From th[...]

169 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 13 Setting up Call Center ge neral properties Settin g up Call Center in cludes assi gning the language and setting up general Call Center propert ies. You can gene rate a Syste m Configuration Rep ort to see a s napshot of your Ca ll Center sett ings. You can enable Soft w are [...]

170 Chapt er 13 Se tting up Call Cente r general properties P060566 5 03 4 If you wan t to use a Primary and an Alterna t e la nguage, select t he Enable Biling ual check box. If yo u clear this ch eck box alternat e language pr ompts are not avai lable. Disabli ng bilingual ope ration affect s: • language designation s for Automat ed Attendant g[...]

Chapter 1 3 Setting up Call Cen ter general propertie s 171 Nortel Networks Call C enter Set Up and Op eration Gui de General Call Center properties When you set up Call Center you m ust assign values f or the general p roperties. The ge neral Call Center pr operties a re: Primary and Secondar y alert times Alert time s ar e time limi ts for c alls[...]

172 Chapt er 13 Se tting up Call Cente r general properties P060566 5 03 Call Center Reporting properties Address The Call Ce nter Reporting p r opert i es let you control who ca n access Call Center Repor ting, and whet her in form ation from the da ta stre am is col lecte d. Supervisor Help Request Timeout The Super visor Help Requ est Timeout is[...]

Chapter 1 3 Setting up Call Cen ter general propertie s 173 Nortel Networks Call C enter Set Up and Op eration Gui de Setting up general C all Center propertie s For infor mation about the gene ral Call Center pro perties refer to “Gen era l Call Cente r pro per ties” on page 171 . To set up the general Call C enter properties 1 Start Ca llPilo[...]

174 Chapt er 13 Se tting up Call Cente r general properties P060566 5 03 9 From the Supe rvisor Help Request Timeou t list select a v alue between 1 and 60 seconds. The defau lt is 12 seco nds. 10 From the Supe rvisor Help from opt ions select al l skillset s or a gent ’s ski llsets only . 11 From the Ena ble Caller ID o ptions select how you wan[...]

Chapter 1 3 Setting up Call Cen ter general propertie s 175 Nortel Networks Call C enter Set Up and Op eration Gui de System Configuration R eport The Syste m Configur ation Report includes infor m ation a bout Call Center conf iguration. The C all C enter infor matio n in th e Sys tem C onfi gurat ion Repo rt: Call Center Parameters Lists the curr[...]

176 Chapt er 13 Se tting up Call Cente r general properties P060566 5 03 Call Center overflow • Skillset numbe r • Skills et name • Enable d or disabled •R u l e • Service M ode • Conditi ons •A c t i o n s Call Cen ter Greetings Lists for each call cen ter greeting: • Greeting num ber • Status (w hether t he greeting is recorded)[...]

Chapter 1 3 Setting up Call Cen ter general propertie s 177 Nortel Networks Call C enter Set Up and Op eration Gui de To generate the System Confi guration Report 1 Start Ca llPilot Ma nger. 2 Click th e Reports heading. 3 Click th e S ystem Configurati on link . The Syste m Configur ation Report appears. It can take several minu tes to generate th[...]

178 Chapt er 13 Se tting up Call Cente r general properties P060566 5 03[...]

179 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 14 Monitoring Call Center call activity Monitoring cal l activity There ar e two ways that you can monitor cal l activit y at your call c enter: • “Monitoring agent calls with Silent Monitor ” on page 179 • “Monitori ng skill sets” on page 185 You can mo nitor calls [...]

180 Chapt er 14 Mon itoring Cal l Center cal l activity P060566 5 03 Setting up Silent Monitor on y our system For monito ring to be sile nt, you must have Silent Monitor set up in Unified Man ager. To do this, you must be familiar with us ing the Busin ess Communication Ma nager Unified Manag er. If you do not have ac cess to the Unified Manager ,[...]

Chapter 14 Monitorin g Call Cente r call ac tivity 18 1 Nortel Networks Call C enter Set Up and Op eration Gui de Using Silent Monitor with Ans wer D N If you ha ve an Answer DN programmed for your main tel e phone, a nd you are using Sile nt Monitor f rom your main telep hone, the tel ephone that you hav e programmed as your An swer DN telep hone [...]

182 Chapt er 14 Mon itoring Cal l Center cal l activity P060566 5 03 Logging on and mo nitoring age nt calls You must be logged on to monitor an d answer cal ls. You cannot log on if the maximum numbe r of agents i s logged on, if yo u are logged on to another telepho ne, or if someone el se is logged on t o your tel ephone. You can l og on only to[...]

Chapter 14 Monitorin g Call Cente r call ac tivity 18 3 Nortel Networks Call C enter Set Up and Op eration Gui de 14 If you want to joi n th e call, pres s JOIN . Y o u can p res s MUTE to mut e your voic e while you monitor . NO TE: If you u se CallPilot 100 /150, Join and Mute do not appear , but Info does inste ad. 15 T o end the m onitoring ses[...]

184 Chapt er 14 Mon itoring Cal l Center cal l activity P060566 5 03 About monitoring sessions Receiving a call on y our telephone If you are moni toring an agent and y ou get a call on y our telephon e, the m oni tor ing se ssio n ends if you a nswer the c all. W hen you en d your call, y ou can pr ess OBSV to reenter the monitoring sess ion with [...]

Chapter 14 Monitorin g Call Cente r call ac tivity 18 5 Nortel Networks Call C enter Set Up and Op eration Gui de Monitoring ski llsets Use ≤ ·‚· (Di splay Wait ing Calls) to vi ew informatio n about skillse ts and the ca lls waiti ng in skills ets . The ta ble below desc ribes the in form ation in ea ch di splay . Display Wai ting Calls lets[...]

186 Chapt er 14 Mon itoring Cal l Center cal l activity P060566 5 03 An example of mon itoring skillsets In th e ex amp le sh own here, the re a re c alls waiti ng in sk ills et 1. In t his situa tion, af ter y ou m onito r the ski llsets, you can a sk the qualifi ed and available agents from an other skillse t to log on to skills et 1 until t he c[...]

Chapter 14 Monitorin g Call Cente r call ac tivity 18 7 Nortel Networks Call C enter Set Up and Op eration Gui de T aking some Not Ready time If you us e ≤ ·‚° (Not Ready), you do not receive Cal l Center calls. You can program a Brea k Tim e, w hich makes Cal l Cen ter au toma tical ly wa it a s hort t ime b efore it r outes the n ext ca ll [...]

188 Chapt er 14 Mon itoring Cal l Center cal l activity P060566 5 03 Logging off Log off when you compl ete your shift or will be away from your t elephone for an extend ed period. 1 From the di splay that shows you r name on the to p line, press OUT . The date an d time display appe ars. If OUT does not appear , you are not logged on to any skil l[...]

Chapter 14 Monitorin g Call Cente r call ac tivity 18 9 Nortel Networks Call C enter Set Up and Op eration Gui de Supervisor H elp With Super visor Help an a gent on a call ca n request help f rom a supervis or by pressing a programmed fea ture button. The agent can sen d an urgent reque st for help without inte rrupting the call, a nd without the [...]

190 Chapt er 14 Mon itoring Cal l Center cal l activity P060566 5 03 If the supervisor deni es or ignores a h elp request, the request is escalated. The ≤·‚fl indicat or flashes qui ckly on the se ts of all su pervisors who are notified of t he escalate d request. Active e scalated re quests take pre cedence over mi ssed requests, s o the Sup[...]

Chapter 14 Monitorin g Call Cente r call ac tivity 19 1 Nortel Networks Call C enter Set Up and Op eration Gui de Configuring Sup erviso r Help To set up Super visor Help yo u must configur e the general Cal l Center pro perties for request timeout and s upervisor sele ction method. Ho w to ha ndle Super visor help req uests Supervis ors can progr [...]

192 Chapt er 14 Mon itoring Cal l Center cal l activity P060566 5 03 Ho w to ha ndle missed requests When a super visor’s Supervi sor Help LCD indicat or is fl ashing, the supe rvisor can ret rieve escala ted or missed Su pervisor Help re quests. If there are one or more request s, C all Cente r shows all of the requests . Escalat ed requests for[...]

193 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 15 Activity Codes Agen ts use Acti vity C odes to allo cate the ti me the y spe nd on call s to o ne or more ac tiv ities. Call Center stores the amount of ti m e a llocated to an Acti vity Code and the number of times an Acti vity Code is en tered. You can g enerate report s th[...]

194 Chapt er 15 Ac tivity Codes P060566 5 03 Agents ha ve the option of pressing ≤· ‚‡ to enter an Ac tivity Cod e fro m the time t he c all start s until the en d of the act ive peg period . Agents have the option of p ressing ≤·‚‡ and enteri ng an Activity Code from the time t he call st arts unti l the end of the acti ve peg period[...]

Chapt er 15 Activ ity Code s 195 Nortel Networks Call C enter Set Up and Op eration Gui de Examples of Activity Code calls Duri ng an a ctive cal l, eac h time a n ag ent en ters a n Act ivity Code , the t ime u p to th at poi nt is recorde d with the Activi ty Code entere d. The start time is either when t he agent answer s the call or, if the age[...]

196 Chapt er 15 Ac tivity Codes P060566 5 03 Activity Codes C all Center autom atically enter s: A u topegs and System Activity Co des Call C ente r has t wo ty pes of Ac tivity Code s it ca n auto mati cal ly ent er: • Autopegs. S ee “Autopegs” on page 196 . • System Activity Codes. See “System Activity Codes” on page 197 . A utopegs W[...]

Chapt er 15 Activ ity Code s 197 Nortel Networks Call C enter Set Up and Op eration Gui de A utopeg example 3 During th e call, the a gent enters thr ee Activity Codes. The agent does not en ter another Activity Code duri ng the active peg period. Call Cent er counts Activity Code 1 , 2, and 3 for an additional 12 minu tes. The count i s 1 for each[...]

198 Chapt er 15 Ac tivity Codes P060566 5 03 Examples of Syst em A ctivity Code calls Exam ple 1: No P eg A call where the agent does not enter an Activity Code. Example 2: Held Call Abandoned and No P eg A Prompted c all where an on-ho ld caller hangs up . Time Activity Peg t i m e 9:00 Star t of cal l 9:10 End of call If Activity Cod es are Promp[...]

Chapt er 15 Activ ity Code s 199 Nortel Networks Call C enter Set Up and Op eration Gui de Example 3: No Peg and Non Agent A Prompted c all transferred to non-agent, where the agen t does not enter an Activity Code. Exam ple 4: Non Agent A Pro mpte d or Op tion al ca ll t hat is transf err ed to a non-a gent . Time Activity Peg t i m e 9:00 Star t [...]

200 Chapt er 15 Ac tivity Codes P060566 5 03 Pr om pted and Opt ional Activ ity Code logging You ap ply the Prompted or Optional sett ing to ski llsets and a gents using CallPilot Mana ger. If you set a s killset to Prompted, all of the call s to the skill set must have Ac tivity Codes entered for th em. If you s et an agent to Prompted, the agent [...]

Chapt er 15 Activ ity Code s 201 Nortel Networks Call C enter Set Up and Op eration Gui de Example 3: Prompted or Optional where the agent ente r s an Activity Code during a call Example 4: Pr ompted or Optional wher e th e agent enter s seve ral Activi ty Codes during a call Example 5: The fir st agent is Prompt ed and the second agent is Optional[...]

202 Chapt er 15 Ac tivity Codes P060566 5 03 Ho w Activity Codes interact with system features T ransfer to Agent If a ca ll is transfe rred to another agent, the se cond agent can continue to ente r Activity Cod es for the cal l . Here are three exampl es, all wit h Prompted Activity Co des. Exam ple 1: Both a gents enter A ctivity Code s Example [...]

Chapt er 15 Activ ity Code s 203 Nortel Networks Call C enter Set Up and Op eration Gui de Example 3: The second a gent ent ers an Act ivity Code Break Time Break Tim e is a skills et property that gives ag ents an i nterval to c omplete tasks related to the previou s call. When Break Ti m e star ts, if a call i s Prompted and the agent did enter a[...]

204 Chapt er 15 Ac tivity Codes P060566 5 03 Creating Activity Cod es You creat e Activity Codes u sing CallPil ot Manager. The Acti vity Codes tabl e can have a maximum of 2,00 0 entries. T o create an Activity Code 1 Click th e Call Center heading a nd click the Activity Co des link. The Activ ity Codes page appe ars. 2 Click th e In sert link . [...]

Chapt er 15 Activ ity Code s 205 Nortel Networks Call C enter Set Up and Op eration Gui de Changing an Activity Code You can cha nge an Activity Cod e’s name and des c ripti on. You cannot change an Activity Code’ s number . 1 Click th e Call Center heading a nd click the Activity Co des link. The Activ ity Codes page appe ars. 2 Click th e Cha[...]

206 Chapt er 15 Ac tivity Codes P060566 5 03 Impor tin g Activity Code s If you us e Business Communicat ions Manager, you can import files of Activ ity Codes. You can update t he Activity Code t able with a sp readshee t or other fil e. You specify wheth er the file replac es the Activity Code list, or is added to it. Creating a list of Activi ty [...]

Chapt er 15 Activ ity Code s 207 Nortel Networks Call C enter Set Up and Op eration Gui de T o import a list of Activity Codes 1 Click th e Call Center heading a nd click the Activity Co des link. The Activ ity Codes page appe ars. 2 Click th e Im port button. The Import ing Activity Codes dial og box appears. 3 In the Load Activi ty Code From box,[...]

208 Chapt er 15 Ac tivity Codes P060566 5 03 Assigning Act ivity Code sett ings to ag ents and skillse ts By defaul t agents and sk illset s have Optional p rompting for Ac tivity Codes. T o set up or change Activity Code settings f or an agent see • “Adding an agent or a sup ervisor ” on page 35 • “Adding more t han one agent” o n page[...]

Chapt er 15 Activ ity Code s 209 Nortel Networks Call C enter Set Up and Op eration Gui de Ho w ag ents enter Activity Codes ≤·‚‡ is the Feature Code for Ac tivity Codes. We recommend tha t agen ts program ≤·‚‡ to a memory button on their telephone. For how t o program a Featur e Code to a memory butt on see “Progra m ming a memory [...]

210 Chapt er 15 Ac tivity Codes P060566 5 03[...]

211 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 16 Tips for operating Call Center This chap ter provides t ips to improve the opera tion of Call Cent er. Agent administration • Agents can log on to any telephone on the system. • Call Cent er has an Auto Bu sy Mode feature that ens ures that ca lls do not ring i ndefinite [...]

212 Chapt er 16 T ips for operat ing Call C enter P060566 5 03 Routing Table administration • Use Forced Play greeti ngs spari ngly. If you use For ced greetings, k eep them as shor t as possibl e. Many long Force d Play greetings slows transfer ring cal ls to agents and causes unpr edict able incre ases in dist rib ution time s. Call s in o ther[...]

Chapter 16 Tips for o perating Call Center 213 Nortel Networks Call C enter Set Up and Op eration Gui de How to calculate the lo ngest time a c aller can be on hold The formul a used to calcul ate the longest wait time a call er can be on hold w ithout hearing a greeti ng is: wher e: • wait time is the lo ngest time in secon ds that a caller can [...]

214 Chapt er 16 T ips for operat ing Call C enter P060566 5 03 Tips to imp rove the efficiency of Call Center Plan for busy times: • when you assign agents t o the skillset s, assign as many qu alified age nts as possible to answer calls f or the sk illsets • hav e age nts l og on to a sk illset when it ge ts bu sy • have rout ing that moves [...]

Chapter 16 Tips for o perating Call Center 215 Nortel Networks Call C enter Set Up and Op eration Gui de • Do not a ssign IP teleph ones to the DN used by Call Cent er. The user does n ot receive a n error message if this happens, eve n though IP telephones usua lly warn a user if the re are conflicti ng telepho ne DNs. Therefore, ask your System[...]

216 Chapt er 16 T ips for operat ing Call C enter P060566 5 03 • B2 CDNs can not be used as a pr ime set for tar get lines. F or information ab out determining a v ailable B1 and B2 e xtensions on buses 6 and 7 when you use P artial Double De nsity mode, refer to the Business Co mm unicat ions Manager Pr ogr amming Operat ions Guide.[...]

217 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 17 Examples of Call C enter co nfigura tions There ar e many ways to set up Call Center in you r company. Here are t hree examples of how one busines s configured Ca ll Center to meet its cha nging needs: • “Basic Call Center” on page 217 • “Professi onal Call Center w[...]

218 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Gener al Config uratio n Skills et 1 pr oper ties Key c o d e Basic Call Cent er Hardware Busin ess Comm unications Manager Agents Ag ent 1- Bob Agent 2- John Agent 3- Ja ne Agent 4- Sales4 Agent 5- Inst_Sup p1 Agent 6- Install e r1 Agent 7- Install e r2 Agent 8- Install e r3 [...]

Chapt er 17 Exam ples of Ca ll Cent er configur ations 219 Nortel Networks Call C enter Set Up and Op eration Gui de Routing T ables Da y Routing T abl e steps 1 - Gre eting 1 2 - Dis tr ibute 01: 30 (mm: ss) 3 - Gre eting 3 4 - Go to Step 2 Night Ro uting T able st eps 1 - Send to Skillset Mail box[...]

220 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Ser vice Mo de Overflo w[...]

Chapt er 17 Exam ples of Ca ll Cent er configur ations 221 Nortel Networks Call C enter Set Up and Op eration Gui de Skills et 2 pr oper ties Routing T ables Name Ser v_Inst MWI DN 334 Method Least bus y Attendant Ext 22 2 Use p revio us __ calls to calcul ate EWT 10 EWT In crease Allo wed Enab led Initial C all Durati on 00:0 3:0 0 Activity Cod e [...]

222 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Ser vice Mo de Overflo w[...]

Chapt er 17 Exam ples of Ca ll Cent er configur ations 223 Nortel Networks Call C enter Set Up and Op eration Gui de Pr ofessiona l Call Center with Repor ting A year af ter they insta lled Basic Call Center, Mosai c Hardwood Flooring m oved to a larger locati on and expanded the ir team to 33 members . They also now ha ve one PRI tr unk, which let[...]

224 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Gener al Config uratio n Addition al key codes Call Ce nter Prof essional Upg rade, R epor ting f or Call Cente r Agents Ag ent 1- Bob Agent 2- John Agent 3- Ja ne Agent 4- Sales4 Agent 5- In stallation book er 1 Agents 6 -14 Installers Agen ts 15- 19 Sa les Agent 20- Instal l[...]

Chapt er 17 Exam ples of Ca ll Cent er configur ations 225 Nortel Networks Call C enter Set Up and Op eration Gui de Gene ral Pro per ties Caller Input Rules Greet ing 53 The e xpected wait time for y our call is 12 minutes . Please sta y on the line or pre s s 9 t o leav e a message Greet ing 54 The e xpected wait time for y our call is 15 minutes[...]

226 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Expected W ait Time Activity Codes[...]

Chapt er 17 Exam ples of Ca ll Cent er configur ations 227 Nortel Networks Call C enter Set Up and Op eration Gui de Lines Skills et 1 Pr oper ties Name Sales MWI DN 333 Method Least bus y Attendant Ext 222 Use p revio us __ calls to calcul ate EWT 10 EWT incre ase allo wed Enable d Initial cal l dur a tion 00:0 3:0 0 Activity Cod e entr y type Pro[...]

228 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Routing T ables Da y Routing T able steps 1 - Gre eting 1 Adv anced Cal ler Input: T able 1 2 - Distrib ute 00:50 3 - Gre eting 8 4 - Distrib ute 00:50 5 - EW T T able 1 Basic Caller Input: 9 = T ransf er to skills et mailbo x 6 - Distrib ute 00:50 7 - Gre eting 9 8 - Distrib [...]

Chapt er 17 Exam ples of Ca ll Cent er configur ations 229 Nortel Networks Call C enter Set Up and Op eration Gui de Ser vice Mo de Overflo w[...]

230 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Skills et 2 Routing T ables Pr oper ties Name Support MWI DN 334 Method Least Busy Attendant Ext 222 Use p revio us __ calls to calcul ate EWT 10 EWT In crease Allo wed Enable d Initial C all Durati on 00 :03: 00 Activity Cod e Entr y T ype Prompt ed Agents 2 1, 22, 6, 7, 8, 9[...]

Chapt er 17 Exam ples of Ca ll Cent er configur ations 231 Nortel Networks Call C enter Set Up and Op eration Gui de Ser vice Mo de Overflo w Night Ro uting T able st eps 1 - Send to Skillset Mail box[...]

232 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Skills et 3 Routing T ables Pr oper ties Name Installatio n MWI DN 335 Method Least Busy Attendant Ext 222 Use p revio us __ calls to calcul ate EWT 10 EWT In crease Allo wed Enable d Initial C all Durati on 00:30:00 (hs :mm:ss) Activity Cod e Entr y T ype Prompt ed Agents 5, [...]

Chapt er 17 Exam ples of Ca ll Cent er configur ations 233 Nortel Networks Call C enter Set Up and Op eration Gui de Ser vice Mo de Overflo w Night Routi ng T able steps 1 - Send to Skillset Mail box[...]

234 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Skills et 4 Routing T ables Pr oper ties Name Pref erred MWI DN 336 Method Least Busy Attendant Ext 222 Use p revio us __ calls to calcul ate EWT 10 EWT In crease Allo wed Enable d Initial C all Durati on 00:30:00 (hs :mm:ss) Activity Cod e Entr y T ype Prompt ed Agents 1, 2, [...]

Chapt er 17 Exam ples of Ca ll Cent er configur ations 235 Nortel Networks Call C enter Set Up and Op eration Gui de Ser vice Mo de Overflo w Night Routi ng T able steps 1 - Send to Skillset Mail box[...]

236 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Multimedia Call C enter Mosaic Har dwood Flooring wan ts to enhance their webpage to be voice-e nabled. They se nd an e-ma il to se lec t cust omer s with the la tes t infor mati on abo ut ne w pro duct s and s pecia ls. T he message ha s with an HTML link that links customer [...]

Chapt er 17 Exam ples of Ca ll Cent er configur ations 237 Nortel Networks Call C enter Set Up and Op eration Gui de Activity Codes Greet ing 14 8 Vo i c e Welco me to Mos aic Ha rdwood Floo ring. Pl ease st ay on th e line fo r one of our representa tives. Image A pictur e of the company logo that Mult imedia Call Center display s in callers’ we[...]

238 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Lines Skills et 5 Skills ets 1 - 4 are unch anged. See: • “Skillset 1” on page 227 • “Skillset 2” on page 230 • “Skillset 3” on page 232 • “Skillset 4” on page 234 Pr oper ties Name MMCC MWI DN 337 Method Least Busy Attendant Ext 222 Use p revio us __ c[...]

Chapt er 17 Exam ples of Ca ll Cent er configur ations 239 Nortel Networks Call C enter Set Up and Op eration Gui de Routing T ables Day Routing T able steps 1 - Greeti ng 148 F orced Greeting 2 - Dist r ibute 01:30 3 - Greeti ng 149 4 - Dist r ibute 01:30 5 - Greeti ng 150 6 - Go to st ep 2 Nig ht Rout in g T able ste ps 1 - Send to Sk illset Mail[...]

240 Chapt er 17 Ex ample s of Call Cent er confi guration s P060566 5 03 Ser vice Mo de Overflo w[...]

241 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 18 Troublesho oting Call Center This chapt er contains trou bleshooting in formatio n for problems tha t can occur while set ting up and operati ng C all Center. Resetting passwo rds You can re set passwords if they are los t or forgotten . Resetting the Operator password You ca[...]

242 Chapt er 18 Troubles hooting Cal l Center P060566 5 03 To reset the Operator password using a phone Resetting the Call Center Administrator pass word You can reset th e Call Center Adm inistrator pa ssword if it is lost or for gotten. To reset the Call Center Administrator password using CallPilot Manager For how to rese t the Call Center Admi [...]

Chap ter 18 Tr oubles hooting C all Cen ter 243 Nortel Networks Call C enter Set Up and Op eration Gui de Agent p roblems Agent log on problems If an ag ent cannot log on at their phon e: • ensure t he agent ID and password match • check to see if the a gent is already logged on to a different phone • check to see if a dif ferent agent i s lo[...]

244 Chapt er 18 Troubles hooting Cal l Center P060566 5 03 If an agen t uses their Ans w er DN telep hone to answer a cal l that is transferre d to them, Call Cente r does not recognize th e agent as being b usy, and stil l sends calls t o the agent’ s main set. Agents who l og on from a regula r telephone and answer Call Cent er call s using an [...]

Chap ter 18 Tr oubles hooting C all Cen ter 245 Nortel Networks Call C enter Set Up and Op eration Gui de Follow-me browsing (Multimedia Call Center Agents only) Follow-me b rowsing does not wor k with embedded Fl ash animations. I f an agent clic ks a Flash button, t he image the a gent sees is not displayed to the caller. Tell age nts that if t h[...]

246 Chapt er 18 Troubles hooting Cal l Center P060566 5 03 Skillset problems Problems ena b ling skill sets Make sure t hat skillset s are assigned a valid CDN before you enable them. If yo u cannot enable a skills et, make sure you as signed it a valid CDN. For i nformation about skillset CDNs refer t o “Control DN ” on page 44 . Problems chan[...]

Chap ter 18 Tr oubles hooting C all Cen ter 247 Nortel Networks Call C enter Set Up and Op eration Gui de Call processing problems To achieve the most efficien t use of your Call Ce nter, make sure you oper ate Call Center wit hin its maximum limit s. If you o verload Call Cent er, slow or unpred ictable call p r oces sing times can occur. The Call[...]

248 Chapt er 18 Troubles hooting Cal l Center P060566 5 03 Calls do not distribute to certain agents Check tha t the agent is l ogged on and avail able. You can view th e agent in Repo rting for Call Center or supervisor monitor . Agents are au tomatically Logge d Out or Made Not Ready i f: • a call is distribute d to the agent and they do not an[...]

Chap ter 18 Tr oubles hooting C all Cen ter 249 Nortel Networks Call C enter Set Up and Op eration Gui de Call Center calls do not foll ow Call Forward rules, but non-Call Center calls do For exam ple, an agent is logged onto a set that is conf igured to CFNA to voi cemail. A call is distri buted to the agent, who does not answe r it, and the call [...]

250 Chapt er 18 Troubles hooting Cal l Center P060566 5 03[...]

251 Nortel Net works Ca ll Center S et Up and O peration Guide Chapter 19 Call Center Programming Record For this progra mming task see on page Record th e Feature Codes used by Call Center Feature Codes 252 Record th e line inform ation for lines a nswered by Cal l Center Line answe ring 262 Record th e Operator and Bus iness Status setti ngs Oper[...]

252 Chapt er 19 Cal l Center Pr ogramming Re cord P060566 5 03 Feature Codes General Call Center properties Operator/Busin ess Status Feature cod e name Dialpad buttons Custom Feature Code Displ ay Waiting Ca lls ≤·‚· ≤ · ____ ____ Open Ma ilbox ≤ ·°⁄ ≤ · ____ ____ Log on/L og off ≤ ·‚› ≤ · ____ ____ Not Ready ≤ ·‚?[...]

Chap ter 19 C all Cente r Progr amming R ecord 253 Nortel Networks Call C enter Set Up and Op eration Gui de Call Center sk illsets Skillset parameter Rul es Default Skillset # Skillse t name Maximum 16 char acters SKILLn Control DN (CDN) Extension cannot be us ed by another telephone or peri pheral MWI ext ension Method Least Busy or Prefe rred Le[...]

254 Chapt er 19 Cal l Center Pr ogramming Re cord P060566 5 03 Call Center Greetings Greeting number Greeting informa tion[...]

Chap ter 19 C all Cente r Progr amming R ecord 255 Nortel Networks Call C enter Set Up and Op eration Gui de Intelligent Overflo w Routing Skillset: Service M ode (circle one) Conditions Acti on Day Night 24 Ho ur Timer: __ __:____ Agents no t logged in: Y N Move to skillset: ___ Overflo w to skillse t(s): ________ _________ Send to sk illse t ma i[...]

256 Chapt er 19 Cal l Center Pr ogramming Re cord P060566 5 03 Call Center agents Agent ID and type Agent name Supervis or status Y/N Names an d #s of skillset s agent is ass igned to Priority Mis sed Call Option Auto Answe r Y/N[...]

Chap ter 19 C all Cente r Progr amming R ecord 257 Nortel Networks Call C enter Set Up and Op eration Gui de Skillset assignments Skillset name and # Agent ID an d name Priority[...]

258 Chapt er 19 Cal l Center Pr ogramming Re cord P060566 5 03 Skillset mailboxes Skillset # Mailbox name Mailbox numbe r (Control DN) MWI extens ion Mailbox pa ssword[...]

Chap ter 19 C all Cente r Progr amming R ecord 259 Nortel Networks Call C enter Set Up and Op eration Gui de Rout ing Tabl es Skillset # ___________ ____ Day or Ni ght _________ ______ Step # Type of step: Greeting, Distribu tion, Transfer, Inte lligent Caller Input Routing Basic or Advanc ed, Disconnect Step parame ters[...]

260 Chapt er 19 Cal l Center Pr ogramming Re cord P060566 5 03 Caller Input Ru les Rule ta ble # __________ _____ Length: Fixed ____ ___________ Variable __ _____________ Match s tring Action[...]

Chap ter 19 C all Cente r Progr amming R ecord 261 Nortel Networks Call C enter Set Up and Op eration Gui de Intelligent CL ID/DNIS Routing Type of ca ll: Line, Multimedi a Call Cen ter, CLID/ANI, DNIS Action[...]

262 Chapt er 19 Cal l Center Pr ogramming Re cord P060566 5 03 Line answering Line # Skillset # # of rings (0 t o 12) for Calle r ID minimum 2 rings Expected Wai t Time settings[...]

263 Nortel Net works Ca ll Center S et Up and O peration Guide Glossary AA See Automat ed Attendant . Agent An ag ent is a pers on wh o is as sign ed to a nswe r calls for one or more skill sets in your call cente r. Agent ID When you add a n agent, Call Cente r assigns an age nt ID number you us e to identify t he agent. The agent uses thei r agen[...]

264 Gl ossary P0605 665 03 CDN See Contro l Directory Nu m ber . Call Center Call Cent er receives, hol ds and routes calls to agent s in a call cent er. call cent er A call ce nter is a depart ment or a busines s that uses Norte l Networks Call Ce nter to handle numerou s incoming calls . A call cente r typically empl oys several a gents to ans w [...]

Glossary 265 Nortel Net works Ca ll Center S et Up and O peration Guide Class of Service The Class of Service de fines the value s for mailboxe s. Control Directory Number (CDN) The Contro l Directory Number (Cont rol DN or CDN) is the extension numbe r of a Call Center s killset. The CDN is the number used to transfer ca lls to a skill set. The Ca[...]

266 Gl ossary P0605 665 03 Dynamic c all priority Call p riori ty is d isti nct fro m agen t pr iority . If a wa itin g cal l need s to be route d, fo r example whe n an agent beco m es avai lable, Call Ce nter determines which waiting cal l must be han dled next. Thi s is the call with the highest pri ority, or, if al l the waiting c alls have the[...]

Glossary 267 Nortel Net works Ca ll Center S et Up and O peration Guide Memory bu tton indicator Memory butt on indicators ar e the triangul ar-shaped indi cators on a ph one next to the memory bu ttons. Memory button indic ators can be u sed to monitor call activit y and view the Login /Logout status a nd the Not Ready s t atus of agents. Message [...]

268 Gl ossary P0605 665 03 Real time Real ti m e is a t erm for when th ere is very lit t le res ponse time bet ween when a n event occurs a nd when the informat ion about th e event is displayed. You can monitor the re al time or c urrent situat ion of agents and call acti vity by using t he Display Waitin g Calls Feature Code. Rese rved chan nel [...]

Nortel Net works Ca ll Center S et Up and O peration Guide 269 Index Numerics 24 Ho ur Ser vice mode , skil lset 11 6 A Activity Codes 45 agent settings 208 Autopegs 1 96 Break Time 2 03 chan ging 205 creating 204 defini tion 193 dele ting 20 5 examples 195 how agents use 20 9 importi ng 206, 207 Optional 193, 194, 20 0 Prompted 193, 194, 200 repor[...]

270 Index P0605 665 03 CallPilot Auto Attendant and Call Cent er 14 call rout ing 14 CCR an d Call Ce nter 14 CallPilot mailbox interface 28 CallPilot Mana ger 13, 16, 19 interface 23 starting 19 time out 23 Caption Expected Wait Time table 133, 139 greeting 113, 139 CCR an d Call Ce nter 14 CFB 24 4 CFNA 244 Chan ging agent information 39 languag [...]

Index 27 1 Nortel Net works Ca ll Center S et Up and O peration Guide agent 32 Custom Feature Codes 32 desc ripti ons 31 , 32 det ermin ing 29 Display Waiting Calls 31, 32, 171, 17 9, 18 6 Log off 31, 32 Log on 3 1 , 32 Monitor Agents 31 Monitor skills ets 32 Not Re ady 32 Open Mailbox 3 1 , 32 Operator Set tings 31 programmi ng memory button s 30 [...]

272 Index P0605 665 03 en velope, Nors t ar V oice Mail 75 next, CallPilot 77 next, Norstar V oice Mail 76 pausin g 76 previo us, C allPi lot 7 7 pre v ious, Norstar V oice Mail 76 rewindin g 75, 77 skip ping forwar d 76, 77 skippi ng to end 75 quitting 76 replayi ng 76 replying, CallPilot 78, 79 replying , Norstar Voice Mail 76, 79 saving 76 silen[...]

Index 27 3 Nortel Net works Ca ll Center S et Up and O peration Guide Remotely opening a s killset mailbox 65 Replaying messag es 76 Reply f eature 77 Replyi ng to an external mes s age sender 81 usin g the DIAL optio n 81 to an internal mes s age sender 79 to messages, CallPilo t 78 to messages, Norstar Voice Mail 76 Reserved ch annels 171, 213 Re[...]

274 Index P0605 665 03 greeting ex ample 68, 72 initializing 63 leaving a message in 212, 214 listening to mess ages 74 Message Waiting Indication exte nsion 62 messag es 74 messag es waiting 267 number 4 4, 61, 62 open ing 64 opening remotely 65 pass wor d 63, 66 passw o rd, chan ging 66 resett ing pas sword 67 retriev ing messages 74 setti ng up [...]