Summary Messages - Nortel Call Center Set Up And Operation Manual

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Using Reporting for Call Center
For example, a 24-hour Call Center which has 25 Agents active during the day might have an
Alarm Message set to be triggered if 6 Agents are Not Ready concurrently, but at Night they
have a skeleton staff of 4 Agents and so they want to have the same Alarm Message triggered
when only 2 Agents make themselves Not ready.
Alarm messages scroll at least twice on the wallboards. If the alarm is still valid when the
message has scrolled at least twice, the normal numerical display will be shown for 5 seconds
before the alarm message is re-scrolled.
If several alarms are triggered at once they will be scrolled to the wallboard as follows.
Assume three alarms are triggered concurrently. The first alarm message is scrolled at least
twice, then the normal numerical display is shown for 5 seconds. The second alarm message is
then scrolled at least twice and the normal numerical display is shown again, for 5 seconds.
If the third alarm is still valid then the third alarm message is scrolled at least twice and the
display then returns to the usual numerical display for 5 seconds.
If the first alarm is valid it is scrolled again. If it is not valid then the second alarm is checked to
see whether it is valid. If the second alarm is valid it is scrolled again.
If it is not valid then the third alarm is checked to see whether it is valid. In this way all alarms
are rotated and displayed with a numerical display of 5 seconds in between them.
Instant Messages
System Administrators or Users can manually enter and dispatch an Instant Message to the
wallboards. Instant messages will take priority over Alarm messages.
Scheduled Messages
Wallboard Messages which need to go out at the same time every day, or on a particular day can
be associated with a schedule.
For example, weekly fire alarm tests or a start of shift greeting or an end of shift message could
be configured so that it automatically triggers at the specified time.
Schedules can be configured to trigger on single days, groups of days or every day.
Scheduled messages will take priority over Alarm messages.

Summary Messages

Nortel Networks Reporting for Call Center can be configured to provide pre-defined hourly
summaries on the wallboards. Summaries can be configured to have an audible alert.
The values displayed in the summary messages are as follows:
Incoming Calls for previous Hour and Day so far
Outgoing Calls for previous Hour and Day so far
Answered Calls for previous Hour and Day so far
Grade of Service for previous Hour and Day so far
Reporting for Call Center Setup and Operations Guide Issue 02 (15)