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Call Center Telephone Administration Guide Part No. N0025637 02 October 2005...
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Nortel Networks. Trademarks *Nortel, Nortel (Logo), the Globemark, and This is the way, This is Nortel (Design mark) are trademarks of Nortel Networks. *Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.
This guide leads a Call Center Administrator through setting up and operating Call Center on a CallPilot 100/150 or BCM50 system. You can program Call Center using any two-line display telephone on your telephone system. You can also use the web-based CallPilot Manager to set up and operate Call Center.
Chapter 1 About Call Center What Call Center includes You can use Enhanced or Basic Call Center on CallPilot. Basic Call Center is available for BCM50. Features Skillsets Overflow skillsets Configured agents (available agent IDs) Agent priority levels Active agents...
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Chapter 1 About Call Center Basic Call Center Enhanced Call Center Available Not available Available Available Not available Available Call Center Telephone Administration Guide Available Available...
Chapter 1 About Call Center What you can administer through a telephone Call Center properties Software authorization code Primary and Secondary Alert times Reserved Channels Supervisor Help Caller ID display settings Lines Answer lines status Reset Administrator password Call Center greetings...
• Nortel Call Center Agent Guide • Nortel Call Center Supervisor Guide • Nortel Call Center Reporting Set Up and Operation Guide For information about setting up CallPilot refer to the: • CallPilot Manager Set Up and Operation Guide •...
How to get help USA and Canada Authorized Distributors - ITAS Technical Support Telephone: 1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#.
Setting up Call Center with a two line display telephone You cannot use a single line display telephone to set up and administer Call Center. You must use a two line display telephone. Two line display telephones show Call Center commands and options.
Chapter 2 About Call Center telephone administration Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters. Each button represents a number and letters of the alphabet. To enter a character To accept a character To delete a character Numbers and letters on the dialpad.
(on the bottom line of a two line display telephone) Dialpad buttons About telephone buttons This table shows the Nortel Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use. Button name Feature Handsfree...
Chapter 2 About Call Center telephone administration Feature codes You use Feature Codes to perform Call Center functions on your telephone. Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call Center can also use custom Feature Codes. If the default Feature Codes are used by another application, your system automatically assigns custom Feature Codes.
You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready status of agents. For information about how the status appears, refer to the Nortel Call Center Agent Guide. For information about using programmed memory buttons to monitor call activity, refer to “Primary and Secondary alert times”...
Chapter 2 About Call Center telephone administration Feature Codes used by Call Center Administrators and supervisors Use this Feature Code Open Mailbox ≤ ·°⁄ Operator Settings ≤ ·°¤ Voicemail DN ≤ ·°fi Display Waiting Calls Skillset Status ≤ ·‚· Log on/Log off ≤·‚›...
If you have Custom Feature Codes, record them in the table Agent Feature Codes For more information on Agent Feature Codes, refer to the Nortel Call Center Agent Guide. For more information on Feature Codes used by supervisors, refer to the Center Administrators and supervisors”...
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Chapter 2 About Call Center telephone administration N0025637 02...
Enter the second eight numbers of the Call Center software authorization code and press OK. Enter the last eight numbers of the Call Center software authorization code and press OK. Press ACCEPT to enable the keycode. Call Center Telephone Administration Guide...
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Chapter 3 Call Center general properties Enabled The display shows that the software authorization code is enabled. 10 Press ® to end the session. N0025637 02...
A memory button must be programmed with the Display Waiting Calls Feature Code and the Primary alert time must be set up for the memory button to show waiting calls status. Chapter 3 Call Center general properties “Programming a memory button with a Feature Call Center Telephone Administration Guide...
Chapter 3 Call Center general properties Reserved channels Reserved channels are voice channels that are reserved for use by Call Center. If you reserve channels for Call Center, you ensure that callers are played skillset announcements, and CallPilot does not use all of the voice channels. A reserved channel is used when: •...
Press OTHR. Press CC. Press OTHR. Press PARM. Press NEXT until this display appears. Press NEXT to select no CLID press CHNG to select Number Only or Name and Number. Press ® to end the session. Call Center Telephone Administration Guide...
Chapter 3 Call Center general properties Setting the Supervisor Help request timeout The Supervisor Help Request Timeout is when to escalate a request if the chosen supervisor does not answer the help request. You can enter a value between 1 and 60 seconds. The default is 12 seconds.
Long distance charges start when a call is answered by Call Center. To minimize long distance charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state. Chapter 3 Call Center general properties “Line answering” on page Call Center Telephone Administration Guide 179.
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Chapter 3 Call Center general properties To configure lines for Call Center Log: QUIT RETRY Admin MBOX OTHR Auto Atdt Admin GRTG TABLE LINES Line number: RETRY Line: x Ans: No CHNG NEXT Line: x Ans: AA CHNG TABLE NEXT Line: x Ans: CC CHNG...
Press NEXT. Press CHNG. If you set Answer Lines to N the display shows Disabling... If you set Answer Lines to Y the display shows Enabling... Press ® to end the session. Call Center Telephone Administration Guide “Resetting the 167.
Chapter 3 Call Center general properties Resetting the Call Center Administrator password You can reset the Call Center Administrator password by resetting the password to the default password and then creating a new password. You can reset the password to keep the system secure, and to create a new password if you forget the Call Center Administrator password.
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Enter a new password from four to eight digits long that does not RETRY start with zero. Press OK or £. Again: Reenter your new password and press OK or £. RETRY Password OK 10 Press ® to end the session. Chapter 3 Call Center general properties Call Center Telephone Administration Guide...
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Chapter 3 Call Center general properties N0025637 02...
We will be open until 9:00 pm Monday through Thursday, and we will be open until midnight on Friday! Please come in and see us at 52 Main Street.” Call Center Telephone Administration Guide...
Press GRTG. Enter the number of the greeting you want to record and press OK. Lift the handset and press REC. Record your greeting using the telephone handset. Do not use handsfree. When you are finished press OK. Press PLAY to listen to the greeting...
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CC greeting: 10 Enter another greeting number and press OK to record another RETRY greeting press ® to end the session. Chapter 4 Call Center greetings Call Center Telephone Administration Guide...
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Chapter 4 Call Center greetings N0025637 02...
Note: Agents are restricted in how they can use CFAC, CFNA and CFB. For more information refer to 168. ≤ ‡‚ or TRANSFER and entering the “Important considerations about how agents use features” on page Call Center Telephone Administration Guide...
When you assign a CDN to a skillset: • It can be a B1 extension number that is not connected to any telephone or peripheral. • It can be a B2 extension that is not connected to a B2 application.
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The MWI (Message Waiting Indication extension that you assign shows Message for you on the telephone display extension) when there are new messages in the skillset mailbox. The MWI DN defaults to None.
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Chapter 5 Setting up skillsets Expected Wait Time Service Mode Note: Although you can set Activity Code and Expected Wait Time parameters though ≤·°‹, you must use CallPilot Manager to create Activity Codes and Expected Wait Time tables. For more information, refer to the Call Center Set Up and Operation Guide or CallPilot Manager online help.
12 If you want to assign an MWI extension, press CHNG if you do not want to assign an MWI extension, press NEXT and go to step 15. 13 Enter the extension of the telephone you want to use for MWI and press OK. Call Center Telephone Administration Guide Chapter 5 Setting up skillsets 174.
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Chapter 5 Setting up skillsets MWI ext: xx CHNG NEXT Method: Least busy CHNG NEXT Break: 00:30 CHNG NEXT Break mmss: RETRY Break: xx:xx CHNG NEXT Delay ans: 00:00 CHNG NEXT Delay ans mmss: RETRY Delay ans: xx:xx CHNG NEXT Atdt: (none) CHNG NEXT...
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NOTE: Although you can set this Activity Code parameter by telephone, you must use CallPilot Manager to create Activity Codes. For more information, refer to the Call Center Set Up and Operation Guide or CallPilot Manager online help.
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Chapter 5 Setting up skillsets Mo: xxxxa-xxxxp CHNG 24HR NEXT Tu: 24 hour CHNG NEXT N0025637 02 35 The start times for the Day and Night Routing Tables for Monday are shown. Press NEXT. 36 Repeat steps 28 through 33 to set up the Day and Night Routing Tables for the rest of the week.
The display shows that the skillset is enabled. Press RESET to reset the password for the skillset mailbox press NEXT to continue. Press ® to end the session. Call Center Telephone Administration Guide Chapter 5 Setting up skillsets “Initializing a Chapter 10, “Routing table...
Chapter 5 Setting up skillsets Disabling a skillset You must disable a skillset if you want to change the skillset properties or administer the lines. If you disable a skillset, no new calls go to the skillset. Any calls that are in the skillset are distributed until the calls are ended.
11 The skillset’s CDN is displayed. Press CHNG to change the CDN press NEXT and go to step 14. 12 Enter the CDN and press OK. 13 Press NEXT. Call Center Telephone Administration Guide Chapter 5 Setting up skillsets “Using the...
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Chapter 5 Setting up skillsets MWI ext: <none> CHNG NEXT Ext: RETRY MWI ext: <xxx> CHNG NEXT Method: xxxx CHNG NEXT Break: xx:xx CHNG NEXT Break: mmss: RETRY Delay ans: xx:xx CHNG NEXT Delay ans mmss: RETRY Delay ans: xx:xx CHNG NEXT Atdt: (xxxx)
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NOTE: Although you can set this Activity Code parameter by telephone, you must use CallPilot Manager to create Activity Codes. For more information, refer to the Call Center Set Up and Operation Guide or CallPilot Manager online help.
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Chapter 5 Setting up skillsets Mo: xxxxa-xxxxp CHNG 24HR NEXT Tu: xxxxa-xxxxp CHNG 24HR NEXT Tu: xxxxa-xxxxp CHNG 24HR NEXT Mo: 24 hour CHNG NEXT N0025637 02 36 The display shows the Monday Routing Table start times. Press CHNG to change the start times and follow steps 31 through press 24HR to use 24 hour service for Monday press NEXT to continue.
You must disable the skillset before you make changes to it. To disable the skillset Press CHNG and press NEXT to continue. Press NEXT to continue. Press OTHR. Press UNCF. 10 Press YES to unconfigure the skillset. Call Center Telephone Administration Guide Chapter 5 Setting up skillsets “Disabling a skillset” on...
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Chapter 5 Setting up skillsets Skillset Unconfigured CC Admin AGENT SKILL OTHR N0025637 02 11 This display appears momentarily. 12 Press ® to end the session.
Record the skillset mailbox greetings. Refer to You can use the table “Skillset mailboxes” on page 177 “Determining a skillset mailbox “Initializing a skillset mailbox” on page “Recording skillset mailbox greetings” on page to record the skillset mailboxes you set up. Call Center Telephone Administration Guide...
You must know a skillset mailbox number before you can set up the skillset mailbox. The skillset mailbox number is the mailbox’s Control DN. If you know the skillset mailbox number, you can initialize the mailbox. Refer to To determine a skillset’s mailbox number and Message Waiting Indication telephone Set xxxx NEXT CDN 1: xx...
CallPilot Manager Set Up and Operation Guide for how to change your interface using CallPilot Manager • the CallPilot Telephone Administration Guide for how to change your interface using a telephone Follow the procedures that apply to the interface you use.
Chapter 6 Setting up skillset mailboxes Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it, and before you can enable its skillset. Choose a password for the skillset mailbox that is between four to eight digits long and does not start with zero.
OTHR or • to display the Log this prompt appears, enter the skillset mailbox number and password. 3. After you open the skillset mailbox, the telephone display shows how many new and saved messages are in the mailbox. ≤...
To open a skillset mailbox directly from an outside telephone Follow either procedure to open a skillset mailbox remotely. Call a telephone line that is answered by the Automated Attendant. Press •• during the Automated Attendant Menu prompt. If you are in Europe or Australia press °°.
Go to step 4 Enter your new mailbox password and press OK or £. Re-enter your new mailbox password and press OK or £. This display appears briefly. Press ® to end the session. Call Center Telephone Administration Guide 177.
Chapter 6 Setting up skillset mailboxes Resetting a skillset mailbox password You must disable the skillset before you reset the password. Note: Reset a password if the agent who accesses the skillset mailbox forgets the password or is “locked-out”. The password for the reset mailbox is 0000. The agent who accesses the skillset mailbox cannot retrieve messages until they create a new password.
“Hello. You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your name, telephone number and a brief message. One of our agents will return your call as soon as possible. Thank you.”...
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Chapter 6 Setting up skillset mailboxes To record a Primary or Alternate skillset mailbox greeting <Skillset name> Greeting options CHOOSE CFWD Greeting: PRIME PERS Not recorded Record new? QUIT Record greeting: RETRY Accept greeting? RETRY PLAY N0025637 02 ≤ ·°⁄. Press Follow the voice prompts or the display button options to open the skillset mailbox.
≤ ·°⁄. Press Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. The skillset mailbox name appears briefly. If you use the CallPilot interface: Press °¤ to open the Greetings Options menu •...
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Chapter 6 Setting up skillset mailboxes Accept msgs:Y CHNG N0025637 02 If you choose the Alternate mailbox greeting, you are asked whether the mailbox can accept messages. Press CHNG or ⁄ to toggle from yes to no press OK or £ to accept. Press ®...
If your call center subscribes to Caller ID, you can record a maximum of three Personalized greetings for each skillset mailbox. For Personalized skillset mailbox greetings, you program Call Center to recognize a specific telephone number. The Personalized skillset mailbox greeting plays only for a call from the specific telephone number.
RETRY Ph: XXXXXXX CHNG N0025637 02 Enter the telephone number (maximum 10 digits) that you are assigning the Personalized mailbox greeting to. Press OK or £ to accept the telephone number. Lift your handset. At the tone, record your greeting.
• return the caller’s telephone call If the caller is not available, the agent can try again later or pass the message on to another agent. If the agent who listens to the message erases the message after writing down what it says: •...
·°⁄. Press Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. Press PLAY or ¤ to listen to your messages. For other options, refer to the table messages - Norstar Voice Mail” on page Press ®...
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The reply can be either: ✔ - a message to an internal sender’s mailbox - a telephone call to an internal or external party (Refer to Note 4 on Saves the message being played. (If you do not delete a message, it is automatically saved).
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Chapter 6 Setting up skillset mailboxes Applies only if the Reply feature is enabled. You can reply to an outside caller by dialing them back if your company subscribes to Caller ID (CLID) service. For further information about replying to an outside caller refer to the Reply feature to reply to an external caller”...
Replies to a message and all recipients of the message. (Refer to ✔ Note 3 on page 72.) Deletes the current message. Deleted messages remain in the ✔ skillset mailbox until the session ends. (Refer to Notes1 and 2 on page 71.) Call Center Telephone Administration Guide...
Chapter 6 Setting up skillset mailboxes Replying to messages You can reply to internal and external callers. You can reply to an external caller if your company subscribes to CLID. The messages you record must be longer than three seconds. The system times out after five seconds of silence.
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Chapter 6 Setting up skillset mailboxes Press ≤·°⁄. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. A mailbox summary is announced. While you are in your message list, you can play any message.
Chapter 6 Setting up skillset mailboxes Using the Reply feature to reply to an external caller You can reply to an external caller using the Reply feature if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it. For how to assign an outdial method to a skillset mailbox refer to page 78.
When the number of retry attempts is reached for each destination number, the next number in the series is called. For example, Call Center can call your car telephone first when there is a message in the skillset mailbox. If there is no answer, Call Center waits five minutes and calls your car telephone again.
The outdial method determines which line, line pool or route code the system uses for Off-premise Message Notification. The default for outdial method is None. You must assign an outdial method before you can use an external telephone or a pager as an Off-premise Message Notification destination.
Off-premise Message Notification parameters You can set up the parameters for Off-premise Message Notification from any tone dial telephone. The parameters are: • destination type (phone, extension or pager) • destination number (phone, extension or pager) • time range for receiving calls at telephone numbers or extensions (Pagers are notified any time there is a qualifying message.)
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Press ADMIN or ⁄ to set up Off-premise Message Notification. Press PHONE or ⁄ to choose a telephone number destination. Enter the destination telephone number and press OK or £. The destination telephone number is a maximum of 30 digits.
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CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. Msg notify 17 Press ® to end the session. ADMIN SELECT Chapter 7 Off-premise Message Notification Call Center Telephone Administration Guide...
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Chapter 7 Off-premise Message Notification To set up Off-premise Message Notification to an extension Msg notify ADMIN SELECT Destination: PHONE PAGER Ext: RETRY Accept:<x> RETRY Start hhmm: RETRY <start time> RETRY <start time> RETRY Stop hhmm: RETRY N0025637 02 ≤ ·°⁄.
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CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. Msg notify 17 Press ® to end the session. ADMIN SELECT Chapter 7 Off-premise Message Notification Call Center Telephone Administration Guide...
If you are assigning a pager destination number from behind a PBX, remember to insert a · (depending on your system) before the £ to access an outside line. There is a combined limit of 30 characters for the pager telephone number and the pager message. For example, to reach your pager, enter: £›¤fififi⁄¤‹›£‹...
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CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you press CHNG or ⁄ to change the pager message. The combined limit is 30 characters for the pager telephone number and the pager message. More dest? Press YES or ⁄...
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You can receive notification of a message at a maximum of five different destination numbers. The following steps show you how to enter a telephone number destination and then add a pager destination for the first time. Msg notify...
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CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you press CHNG or ⁄ to change the pager message. The combined limit is 30 characters for the pager telephone number and the pager message. Notify2: pager 19 The display shows that the second destination is a pager.
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Chapter 7 Off-premise Message Notification Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type: new CHNG Msg notify ADMIN SELECT N0025637 02 21 Press NEXT or £ to accept the start time that you entered press CHNG or ⁄ to change the start time. 22 Press NEXT or £...
If you want to change the destination type refer to the procedure for the destination type. To change the destination type from a telephone to an extension, pager or another telephone number from a pager to an extension or telephone...
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Chapter 7 Off-premise Message Notification Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type: new CHNG Msg notify ADMIN SELECT N0025637 02 Press CHNG or ⁄ to change the start time press NEXT or £ to accept the start time. Press CHNG or ⁄...
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PAGER or ‹ to choose a pager number destination. <x> Enter the destination number and press OK or £. RETRY The destination telephone number cannot be longer than 30 digits. Accept:<xxxx> Press OK or £ to accept the destination number RETRY press RETRY or •...
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Chapter 7 Off-premise Message Notification More dest? Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type:new CHNG Msg notify ADMIN SELECT N0025637 02 Press YES or ⁄ if you want to set up another destination number press NO or £ if you do not want to set up another destination number.
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To change the destination from pager to telephone or extension Press Follow the voice prompts or the display button options to open the skillset mailbox. If you use the CallPilot interface: If you use the Norstar Voice Mail interface: Msg notify Press ADMIN or ⁄...
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Chapter 7 Off-premise Message Notification Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type:new CHNG Msg notify ADMIN SELECT N0025637 02 Press CHNG or ⁄ to change the start time press NEXT or £ to accept the start time. 10 Press CHNG or ⁄...
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To change the destination from telephone or extension to pager Press Follow the voice prompts or the display button options to open the skillset mailbox. If you use the CallPilot interface: If you use the Norstar Voice Mail interface: Msg notify Press ADMIN or ⁄...
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CHNG or ⁄ to change the pager message. The combined limit is 30 characters for the pager telephone number and the pager message. The display shows notification is set up to a pager.
The first destination number is deleted. The Notify 2 destination changes to become the Notify 1 destination number. To delete more destination numbers, press OTHR and repeat steps 4 and 5. Press ® to end the session. Call Center Telephone Administration Guide...
Press the steps in “To set up Off-premise Message Notification to a telephone number” on page 80 “To set up Off-premise Message Notification to an extension” on page 82 “To set up Off-premise Message Notification to a pager” on page...
Press CHNG or ⁄ to turn Off-premise Message Notification off if it is on (as shown). Press OK or • press TIME to review the start and stop time parameters. Press ® to end the session. Call Center Telephone Administration Guide...
About adding agents The maximum number of agents you can have is 20 for Basic Call Center and 100 for Enhanced Call Center. For more information about Call Center agents, refer to the Nortel Call Center Agent Guide. Agent properties Agent ID...
6 when they are logged onto the German skillset. Activity Code entry types are Prompted and Optional. If you select Prompted, the agent is prompted to enter Activity Codes on their telephone. If you select Optional, an Activity Code session is not automatically displayed on the agent’s telephone, but they can press F907 and enter...
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NOTE: This step appears only if you use Enhanced Call Center. Agent Admin 14 Press ® to end the session. CHNG Chapter 8 Setting up agents if you want prompting for Activity codes to be optional, or Call Center Telephone Administration Guide...
Chapter 8 Setting up agents Changing an agent After you add an agent you can change their properties. You must use this procedure if the system times out while you are adding an agent. The properties you can change for an agent are: •...
NOTE: This step appears only if you use Enhanced Call Center. 16 Press ® to end the session. Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. Press OTHR. Press CC. Call Center Telephone Administration Guide Chapter 8 Setting up agents...
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Chapter 8 Setting up agents CC Admin AGENT SKILL OTHR Agent Admin CHNG Agent ID: x RANGE CHNG Start agent: RETRY End agent: RETRY Priority: 10 CHNG NEXT Priority: RETRY Supervisor: N CHNG NEXT Auto answer: N CHNG NEXT Miss call: BUSY LOGOUT BUSY AC entry: OPT...
Press OK to accept 10 as the agent’s priority level in the skillset press CHNG and enter a priority level from 1 - 20. 10 is the default. Call Center Telephone Administration Guide Chapter 8 Setting up agents “Disabling a skillset” on page...
Chapter 8 Setting up agents Agent added Add Agent INDIV RANGE QUIT Assigning several agents to a skillset You can save time by adding several agents to a skillset at once. Agents that are already assigned to the skillset are not added again. To assign several agents to a skillset Log: QUIT...
For how to disable a skillset refer to page Press NEXT to continue. Press AGENT. Press DEL. Enter the ID number of the agent you want to remove and press OK. Call Center Telephone Administration Guide Chapter 8 Setting up agents “Disabling a skillset” on...
Chapter 8 Setting up agents xxxx QUIT Agent deleted Viewing agents in a skillset You can review the agents in a skillset. Log: QUIT RETRY Admin MBOX OTHR Admin GLIST CC Admin AGENT SKILL OTHR Skillset: RETRY QUIT Status: xxxxxxx CHNG NEXT Skillset Admin...
. This option does not appear as a display button option. Enter the agent’s ID number and press OK. The agent’s name is displayed. Press OUT. Press ® to end the session. Call Center Telephone Administration Guide Chapter 8 Setting up agents...
Chapter 8 Setting up agents Deleting an agent Log: QUIT RETRY Admin MBOX OTHR Admin GLIST CC Admin AGENT SKILL OTHR Agent Admin CHNG Agent ID: RETRY xxxx QUIT Agent deleted N0025637 02 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK.
Enter the ID number of the agent you want to change and press OK. If you do not know the agent’s ID number press DIR to search the directory. Press RESET to reset the agent’s password. Press ® to end the session. Call Center Telephone Administration Guide Chapter 8 Setting up agents...
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• transfers to the skillset mailbox • transfers to an extension, mailbox, external telephone number, CCR Tree, Automated Attendant or operator • changes in priority level Intelligent Overflow Routing handles calls differently depending on the rules that you create.
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Chapter 9 Intelligent Overflow Routing Action When Intelligent Overflow Routing determines that a condition is met for the call, the call goes to the destination you specify. Possible actions are: • moving the call to a new skillset. The caller hears the greetings for the new skillset. •...
This Intelligent Overflow Routing rule applies to any call to 1 that has been waiting in skillset 1 for 2 minutes. If a call is not answered by an agent when the timer elapses, the call priority changes to the highest priority. Call Center Telephone Administration Guide...
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Chapter 9 Intelligent Overflow Routing Example 3 In this example, calls to the call center go to skillset 1, which is the company help line. If there are no agents logged on to the help line, the call moves to skillset 2, which is the company’s service department.
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1 for 2 minutes and 30 seconds and if there Skillset Mailbox are no agents logged on to skillset 1. If the call is not answered within an additional 2 minutes the call transfers to the skillset mailbox. Call Center Telephone Administration Guide...
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Chapter 9 Intelligent Overflow Routing Example 6 In this example, calls to the call center go to skillset 1, which is the company’s help line. The Night Service Mode is set to start at 6:00 pm. After 6:00 pm there are no other skillsets with agents logged on.
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The call overflows to skillsets 2, 3 and 4 if the call is not answered within 10 seconds. The call goes to Skillset Mailbox the skillset mailbox if it is not answered within an additional 20 seconds. Call Center Telephone Administration Guide...
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16 Press YES if you want to change or view another Overflow rule press NO to return to the Overflow display shown in step 11 press ® to end the session. Chapter 9 Intelligent Overflow Routing Call Center Telephone Administration Guide...
Chapter 9 Intelligent Overflow Routing Changing and viewing Overflow rules Log: QUIT RETRY Admin MBOX OTHR Admin GLIST CC Admin AGENT SKILL OTHR Skillset: RETRY QUIT Status: xxxxxxx CHNG NEXT Skill mbox pswd RESET NEXT Skill mbox pswd RESET NEXT Skillset Admin PARM AGENT...
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17 Press Yes if you want to change or view another Overflow rule press no to return to the Overflow rules display shown in step 11 or press ® to end the session. Chapter 9 Intelligent Overflow Routing Call Center Telephone Administration Guide...
You can route calls based on their Direct Inward Dialing (DID) number. DID is the ability to make a telephone call directly to an internal extension, without having to go through the operator. To route DID calls, set up a DID target line and assign the target line to a skillset.
Chapter 10 Routing table administration Fax Detection Call Center can detect fax calls and route them to a skillset mailbox. If you want Call Center to detect incoming faxes, you must make your first routing table step: • a Greeting step •...
Automated Attendant • an operator • a CCR Tree A Disconnect step releases calls from the skillset. If the first step in a routing table is a Disconnect, Call Center does not answer the call. Call Center Telephone Administration Guide...
Chapter 10 Routing table administration Adding a Greeting step Greeting steps play a message to waiting callers. You must have a greeting recorded before you can use it in a Greeting step. For how to record a Call Center greeting refer to Center greeting”...
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EWT NORMAL CC greeting: x 14 Enter the number of the greeting you want to use and press OK. RETRY CC greeting: x 15 Press OK. RETRY PLAY Chapter 10 Routing table administration ≤ ·°‹. Call Center Telephone Administration Guide...
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Chapter 10 Routing table administration Type: Norm Force XFER AA Key: 1 CHNG DISABL NEXT AA Key: disable CHNG NEXT AA Key: RETRY AA Key: x CHNG DISABL NEXT Oper Key: 0 CHNG DISABL NEXT Oper Key: RETRY Oper Key: x CHNG DISABL NEXT Mbox Key: 9...
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OK to accept the default key and go to step 30. Note: You cannot let callers transfer to a CCR Tree unless you have created a CCR Tree. Refer to the CallPilot Telephone Administration Guide or the CallPilot Manager Set Up and Operation Guide.
Chapter 10 Routing table administration Adding a Distribute for step Distribute for steps put callers on hold while they wait for an agent. Log: QUIT RETRY Admin MBOX OTHR Admin GLIST CC Admin AGENT SKILL OTHR Skillset: RETRY QUIT Status: xxxxxx CHNG NEXT Skill mbox pswd...
OK press OK to accept the step that is shown. 15 This display appears. After you add a Goto step you cannot add more steps to the table. 16 Press ® to end the session. Call Center Telephone Administration Guide...
Chapter 10 Routing table administration Adding a Transfer step A transfer step can transfer calls to: • an extension • a mailbox • an external number • the Automated Attendant • an operator • a CCR Tree Log: QUIT RETRY Admin MBOX OTHR...
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Press NEXT • Enter the line or line pool number and press OK • Press OK • • Enter the telephone number you want to transfer the call to Press OK • Press OTHR • Press AA • Press CHNG •...
Chapter 10 Routing table administration Adding a Disconnect step Disconnect steps release a call from the skillset it is in. If the first step in a routing table is a Disconnect step, Call Center does not answer the line. Log: QUIT RETRY Admin...
Enter the number of the skillset you want to set up and press OK. If the skillset is enabled, press CHNG to disable it. Press NEXT. Press NEXT to continue. Press OTHR. Press ROUTE. Call Center Telephone Administration Guide steps”, follow the...
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Chapter 10 Routing table administration Route Table NIGHT QUIT Day routing SETUP QUIT Greeting type NORMAL Step 1 DIST GRTG OTHR CC greeting: x RETRY CC greeting: x RETRY PLAY Type: Force Norm XFER Type: Norm Force XFER Another step? QUIT Step 2 DIST...
Enter the number of the skillset you want to set up and press OK. If the skillset is enabled, press CHNG to disable it. Press NEXT. NEXT Press to continue. Press NEXT to continue. Press OTHR. 10 Press ROUTE. 11 Press NIGHT. 12 Press SETUP. Call Center Telephone Administration Guide steps”, follow the...
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Chapter 10 Routing table administration Greeting type NORMAL Step 1 DIST GRTG OTHR CC greeting: x RETRY CC greeting: x RETRY PLAY Type: Norm Force XFER AA Key: 1 CHNG DISABL NEXT Oper Key: 0 CHNG DISABL NEXT Mbox Key: 9 CHNG DISABL NEXT CCR Key: 2 Tr: 1...
10 Press DAY or NIGHT. In this example, Day is shown. 11 Press VIEW. 12 Press NEXT to view each remaining step. 13 This display appears when you reach the last step. 14 Press ® to end the session. Call Center Telephone Administration Guide...
OK. If the skillset is enabled, press CHNG to disable it. Press NEXT. Press NEXT to continue. Press OTHR. Press ROUTE. In this example, Day is shown. press ® to end the session. Call Center Telephone Administration Guide...
Chapter 10 Routing table administration Setting the Service Modes for skillsets You must set the Service Mode the skillset uses so that calls are answered correctly. You must set the Service Mode using ≤·°¤ before calls are answered correctly. Before you set the Service Mode you must: •...
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VIEW if you want to view the details for the Service Mode press NEXT. Press ® to end the session. Note: Remember to manually choose the Day Routing Table or the Automatic Service Mode when your business returns to regular hours. Chapter 10 Routing table administration Call Center Telephone Administration Guide...
When you monitor calls as a Silent Monitor, you are not detected by the agent or callers. You monitor all of the calls on an agent's telephone, rather than on a call-by-call basis. When the current call is completed, the monitoring session of the agent continues. You do not have to reestablish the monitoring session.
To set up Silent Monitor For monitoring to be silent, you must set up Silent Monitor on your CallPilot system through telephone administration. If you do not have access to telephone administration, ask your system administrator to set up Silent Monitor.
Using Silent Monitor with Answer DN If you have an Answer DN programmed for your main telephone, and you are using Silent Monitor from your main telephone, the telephone that you have programmed as your Answer DN telephone rings briefly when: •...
Call Center Reporting. You need a software authorization code to use Call Center Reporting. Contact your vendor if you are interested in purchasing or trialing Call Center Reporting. N0025637 02 On a two line display telephone press GOTO ⁄...
NEXT To monitor calls using a one or two line telephone You can monitor calls using a one line telephone. While you are using ≤·‚·, on a one line or a two line telephone you can: press ⁄ for GOTO to enter the number of the skillset you want to monitor •...
Do not use the Do Not Disturb feature. You can use Not Ready while a call is ringing on your telephone. The call that is ringing on your telephone goes back to the skillset. You can program a memory button with an indicator instead of pressing ≤·‚°.
Not Ready is automatically enabled if you do not answer your telephone, and if this option is configured in Call Center. Programming Not Ready to a memory button You can have convenient, one button access to Not Ready if you program a memory button with the Not Ready Feature Code.
Chapter 11 Monitoring call activity Logging off Log off when you complete your shift or will be away from your telephone for an extended period. Press ≤·‚›. Enter your Agent ID and press OK or £. Enter your password and press OK or £.
When a supervisor is selected to answer an agent’s help request, the supervisor’s telephone rings once with a distinctive tone, and the Supervisor Help LCD indicator lights up and a message appears on the supervisor’s display to accept or deny the call.
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Chapter 11 Monitoring call activity If the supervisor denies or ignores a help request, the request is escalated. The ≤·‚fl indicator flashes quickly on the sets of all supervisors who are notified of the escalated request. Active escalated requests take precedence over missed requests, so the Supervisor Help LCD indicator does not flash slowly if there are active requests that have not been accepted.
To set up Supervisor Help you must configure the general Call Center properties for request timeout and supervisor selection method. For information about Supervisor Help settings How to handle Supervisor help requests Supervisors can program the Supervise feature (F906) onto a memory button of their telephone. Help xx? INFO Help xx: INFO...
After a missed request is viewed by a supervisor, it is not shown to any other supervisor. N0025637 02 Launch the Supervisor Help feature by pressing ≤·‚flor the F906 memory button on your telephone. The display shows the ID and name of the agent requesting help. Press YES to accept the help request press INFO to see more information about the request press NO to deny the request.
If an agent does not answer a call within a specified number of rings, the call returns to the skillset to be presented to another agent, and the telephone is placed into Auto Busy Mode by Call Center. The agent must manually cancel Auto Busy Mode to resume accepting calls.
Chapter 12 Tips for operating Call Center Routing Table administration • Use Forced Play greetings sparingly. If you use Forced greetings, keep them as short as possible. Many long Forced Play greetings slows transferring calls to agents and causes unpredictable increases in distribution times. Calls in other skillsets are not affected. •...
Chapter 12 Tips for operating Call Center ⎞ – x maximum greeting length ⎠ Call Center Telephone Administration Guide “How incoming calls are sent to...
Chapter 12 Tips for operating Call Center Tips to improve the efficiency of Call Center Plan for busy times: • when you assign agents to the skillsets, assign as many qualified agents as possible to answer calls for the skillsets •...
113 Press ≤·°fi. Press ‡. In this example, xxx represents the CDN for skillset 1. Enter ‡‹‡‹°fl‡‹‡‡‡·‹ (Resetoperpswd) and press OK. Press YES. The session ends. The Operator password is now reset to fl‡‹‡¤°fl‡ (Operator.) Call Center Telephone Administration Guide...
DNs with Call Center, refer to the Norstar System Coordinator Guide. If an agent uses their Answer DN telephone to answer a call that is transferred to them, Call Center does not recognize the agent as being busy, and still sends calls to the agent’s main set.
Business Series Terminals: If you connect the headset before you connect the telephone cable to the phone jack, calls goes to the handsfree speaker. If you plug in the telephone before you connect the headset, calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button.
Chapter 13 Troubleshooting Call Center Skillset problems Problems changing skillset properties If you cannot change a skillset’s properties, there are two possible reasons: • The call center skillset is enabled. You must disable the call center skillset before you can change the skillset properties. •...
Record Line Answering details Note: Make copies of these pages as required. Feature Codes Line answering Operator/Business Status General Call Center parameters Call Center agents Call Center skillsets Skillset assignments Skillset mailboxes Routing Tables Line answering Call Center Telephone Administration Guide on page...
Chapter 14 Call Center Programming Record Feature Codes Feature code name Display Waiting Calls Open Mailbox Log on/Log off Supervise agents Not Ready Return to skillset on No Answer Voicemail DN Operator status General Call Center parameters Number of Reserved channels Primary alert time limit in mm:ss Secondary alert time limit in mm:ss CLID Parameter...
Call Center Service* Skillset Number ___ Skillset Number ___ * These settings are usually changed by the receptionist or Operator on a daily basis. Chapter 14 Call Center Programming Record Auto Manual Auto Manual Call Center Telephone Administration Guide Night Night...
Skillset Rules parameter Skillset name Maximum 16 characters. Default is SKILLn Control DN (CDN) Extension cannot be used by another telephone or peripheral MWI extension Method Least Busy (default) or Preferred Break Time Enter as mm:ss Minimum: 00 min 00 sec...
Agent Agent name Chapter 14 Call Center Programming Record Supervisor Name and # of status skillsets agent is (y or n) assigned to Call Center Telephone Administration Guide Auto Missed call Priority answer option (y or n) (Busy or Logout)
Chapter 14 Call Center Programming Record Skillset mailboxes Skillset # Mailbox name Mailbox number MWI extension Mailbox password (Control DN) Call Center Telephone Administration Guide...
Chapter 14 Call Center Programming Record Routing Tables Skillset # _______________ Step # Type of step: Greeting, Distribution, Transfer, Disconnect, Go To N0025637 02 Day or Night _______________ Step parameters...
Chapter 14 Call Center Programming Record Line answering Line # Skillset # # of rings (0 to 12) for Caller ID minimum 2 rings Call Center Telephone Administration Guide...
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Chapter 14 Call Center Programming Record N0025637 02...
Answer is enabled, the agent hears a tone that indicates that a call is delivered. The agent is automatically in the handsfree mode. If Automatic Answer is not enabled, calls ring at the agent's telephone and the agent must manually answer the calls.
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Call Center receives, holds and routes calls to agents in a call center. call center A call center is a department or a business that uses Nortel Call Center to handle numerous incoming calls. A call center typically employs several agents to answer calls.
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Longest idle Longest idle is a method of call distribution that routes calls to the agent who has been available the longest. The other method of call distribution is Preferred. See Message Waiting Indication. Glossary Call Center Telephone Administration Guide...
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Make Not Ready (Return to Skillset) is a property that controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent out of their skillset if they do not answer a call.
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Supervisor monitor is a feature supervisors can use to monitor or participate in calls between agents and callers. Voice channel A voice channel is the voice path that Call Center uses to play greetings to callers. Glossary Call Center Telephone Administration Guide...
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Playing message envelope, CallPilot interface 73 Playing message envelope, Norstar Voice Mail 70 Preferred method of call distribution 184 Preventing calls from ringing at an agent’s telephone Primary alert time 25 Programming a memory button 19 Remotely opening a skillset mailbox 60...
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Service Mode, skillset 115 Service Modes Routing Table 148 Setting up Off-premise Message Notification to a pager number 84 to a telephone number 80 to an extension number 82 skillset parameters 43 Silent Monitor 151 Skillset 24 Hour Service mode 115...
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164, 166 Transfer 168 Transfer Allowed enabled 130 Troubleshooting agent log in problems 168 cannot change the Call Center Skillset Parameters Two line display using 15 Voice channels 26, 164 Voice ports maximum number 10 Call Center Telephone Administration Guide Index...