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Nortel Call Center Telephone Manuals
Manuals and User Guides for Nortel Call Center Telephone. We have
5
Nortel Call Center Telephone manuals available for free PDF download: Installation And Maintenance Manual, Set Up And Operation Manual, Administration Manual, Supplementary Manual
Nortel Call Center Telephone Installation And Maintenance Manual (1358 pages)
Symposium Call Center Server
Brand:
Nortel
| Category:
Server
| Size: 10.98 MB
Table of Contents
Table of Contents
7
Getting Started
17
Overview
18
Who Should Read this Guide
19
Access Rights
19
Optional Features
19
About Symposium Call Center Server
20
Supported Switches
21
How to Use this Guide and Where to Start
22
Related Documents
24
Installing Symposium Call Center Server
27
Installation Overview
29
Prerequisites
30
Skills You Need
31
What's Included in Symposium Call Center Server
32
Installing a Network Control Center Server
33
Installing a Standalone Server
34
Installing a Coresident Server
35
Installation Tips
36
Installing the Client Software
43
Overview
44
Step 1. Obtain the Required Information and Materials
45
Step 2. Review Client and Coresidency Limitations
48
Step 3. Uninstall the Software Development Kit
51
Step 4. Check the Amount of Free Space in the Temp Directory
53
Step 5. Install the Client
55
Step 6. Add an SMI System
72
Step 7. Test the Client-Server Connection
75
Step 8. Install the Software Development Kit
76
Preparing the Server for Your Installation
79
Overview
80
Section A: Server Guidelines
81
Overview
82
Approved Peripherals
83
Release 5.0 Hardware Requirements
85
Standalone Server Requirements
88
Coresident Server Requirements
94
Operating System and Pcanywhere
98
Symposium Call Center Server Port Usage
99
Disk Partitioning Requirements
102
Domains and Windows Server 2003 Security Policies
106
Redundant Array of Independent Disks
108
Third-Party Software on the Server
109
Section B: Installing the Hardware
115
Overview
116
Step 1. Connect the ELAN
117
Step 2. Connect the CLAN
118
Step 3. Connect the Software Feature Key Adapter
119
Step 4. Connect Meridian Mail with a Serial Port
121
Step 5. Connect the Modem
122
Installing the Server Software
125
Overview
126
Event Logging
128
What You Need
129
Section A: Preinstallation
131
Step 1. Read the Relevant Documentation for Performing a New Installation
132
Step 2. Record and Check for Required Installation Information
133
Step 3. Install and Configure Windows Server 2003
141
Step 3. Install and Configure Windows Server
141
Step 4. Make Sure the Computer Name and DNS Host Name Match
155
Step 5. Configure the Operating System for Remote Access (Standalone)
159
Step 6. Install Pcanywhere Version 11.0.1
166
Step 7. Copy the Latest Service Update to the Server
177
Section B: Installation
179
Overview
180
Step 8. Install the Product Software and Database
182
Step 9. Configure the Product Software
194
Section C: Post-Installation
209
Step 10. Change the Ngendist and Ngendesign Passwords
210
Step 11. Configure the Ngen User Groups for Remote Access (Standalone)
211
Step 12. Add Ngen Names to Pcanywhere (Standalone)
213
Step 13. Verify the Success of the Installation
216
Step 14. Add Server to Domain (Optional)
217
Step 15. Other Post-Installation Tasks
227
Release 5.0
229
Upgrading Overview
230
Overview
231
Upgrading from Release 4.0 to 5.0 on the same Server
239
Overview
240
Section A: Preinstallation
241
Overview
242
Step 1. Read the Documentation for Performing an Upgrade
243
Step 2. Gather the Materials Required for an Upgrade
244
Step 3. Investigate and Resolve any Tape Drive Compatibility Issues
245
Step 4. Install the Latest Service Update and any Required Peps
247
Step 5. Perform a Database Integrity Check on the Original Server
251
Step 6. Create a Backup of the Original Server's Database
254
Step 7. Create a Platform Recovery Disk from the Original Server
264
Step 8. Reconfigure the Original Server for Release 5.0
268
Step 8. Reconfigure the Original Server for Release
268
Step 9. Install Pcanywhere Version 11.0.1
305
Step 10. Add Local Windows Account to the Reconfigured Server
316
Step 11. Copy the Latest Service Update and Platform Recovery Disk
320
Section B: Installation
323
Overview
324
Step 12. Install the Product Software and Database
326
Step 13. Configure the Product Software
340
Backing up the Server
348
Section C: Post-Installation
351
Step 14. Change the Ngendist and Ngendesign Passwords
352
Password Security
354
Step 15. Configure the Ngen User Groups for Remote Access (Standalone)
355
Step 16. Add Ngen Names to Pcanywhere (Standalone)
357
Step 17. Prepare the New Server for Full Service
360
Step 18. Add Server to Domain (Optional)
362
Step 19. Other Post-Installation Tasks
372
Upgrading from Release 4.0 to 5.0 on a New Server
373
Overview
374
Section A: Preinstallation
375
Overview
376
Step 1. Read the Relevant Documentation for Performing an Upgrade
377
Step 2. Gather the Materials Required for an Upgrade
378
Step 3. Investigate and Resolve any Tape Drive Compatibility Issues
380
Step 4. Install the Latest Service Update and Required Peps
382
Step 5. Perform a Database Integrity Check on the Original Server
386
Step 6. Create a Backup of the Original Server's Database
389
Step 7. Create a Platform Recovery Disk from the Original Server
399
Step 8. Prepare the New Server for Release 5.0
403
Step 9. Install Pcanywhere Version 11.0.1
438
Step 10. Add Local Windows Account to the New Server
449
Step 11. Copy the Latest Service Update and Platform Recovery Disk
453
Section B: Installation
455
Overview
456
Step 12. Install the Product Software and Database
458
Step 13. Configure the Product Software
472
Section C: Post-Installation
483
Step 14. Change the Ngendist and Ngendesign Passwords
484
Step 15. Configure the Ngen User Groups for Remote Access (Standalone)
487
Step 16. Add Ngen Names to Pcanywhere (Standalone)
489
Step 17. Prepare the New Server for Full Service
492
Step 18. Add Server to Domain (Optional)
494
Step 19. Other Post-Installation Tasks
504
Upgrading from Release 4.2 to 5.0 on the same Server
505
Overview
506
Section A: Preinstallation
507
Overview
508
Step 1. Read the Relevant Documentation for Performing an Upgrade
509
Step 2. Gather the Materials Required for an Upgrade
510
Step 3. Install the Latest Service Update and Required Peps
512
Step 4. Perform a Database Integrity Check on the Original Server
514
Step 5. Create a Backup of the Original Server's Database
517
Step 6. Create a Platform Recovery Disk on the Original Server
527
Step 7. Reconfigure the Original Server for Release 5.0
532
Step 7. Reconfigure the Original Server for Release
532
Step 8. Install Pcanywhere Version 11.0.1
567
Step 9. Add Local Windows Account to the Reconfigured Server
578
Step 10. Copy the Latest Service Update and Platform Recovery Disk
582
Section B: Installation
585
Overview
586
Step 11. Install the Product Software and Database
588
Step 12. Configure the Product Software
602
Section C: Post-Installation
613
Step 13. Change the Ngendist and Ngendesign Passwords
614
Step 14. Configure the Ngen User Groups for Remote Access (Standalone)
617
Step 15. Add Ngen Names to Pcanywhere (Standalone)
619
Step 16. Prepare the New Server for Full Service
622
Step 17. Add Server to Domain (Optional)
624
Step 18. Other Post-Installation Tasks
634
Upgrading from Release 4.2 to 5.0 on a New Server
635
Overview
636
Section A: Preinstallation
637
Overview
638
Step 1. Read the Relevant Documentation for Performing an Upgrade
639
Step 2. Gather the Materials Required for an Upgrade
640
Step 3. Investigate and Resolve any Tape Drive Compatibility Issues
642
Step 4. Install the Latest Service Update and Required Peps
644
Step 5. Perform a Database Integrity Check on the Original Server
647
Step 6. Create a Backup of the Original Server's Database
650
Step 7. Create a Platform Recovery Disk on the Original Server
660
Step 8. Prepare the New Server for Release 5.0
665
Step 9. Install Pcanywhere Version 11.0.1
700
Step 10. Add Local Windows Account to the New Server
711
Step 11. Copy the Latest Service Update and Platform Recovery Disk
715
Section B: Installation
717
Overview
718
Step 12. Install the Product Software and Database
720
Step 13. Configure the Product Software
734
Section C: Post-Installation
745
Step 14. Change the Ngendist and Ngendesign Passwords
746
Step 15. Configure the Ngen User Groups for Remote Access (Standalone)
749
Step 16. Add Ngen Names to Pcanywhere (Standalone)
751
Step 17. Prepare the New Server for Full Service
754
Step 18. Add Server to Domain (Optional)
756
Step 19. Other Post-Installation Tasks
766
Migrating a Release 5.0 Server to a New Platform
767
Overview
768
Section A: Preinstallation
769
Overview
770
Step 1. Read the Relevant Documentation for Performing an Upgrade
771
Step 2. Gather the Materials Required for an Upgrade
772
Step 3. Investigate and Resolve any Tape Drive Compatibility Issues
774
Step 4. Perform a Database Integrity Check on the Original Server
776
Step 5. Create a Backup of the Original Server's Database
779
Step 6. Create a Platform Recovery Disk on the Original Server
793
Step 7. Prepare the New Server for Release 5.0
798
Step 8. Install Pcanywhere Version 11.0.1
833
Step 9. Add Local Windows Account to the New Server
844
Step 10. Copy the Latest Service Update and Platform Recovery Disk
848
Section B: Installation
851
Overview
852
Step 11. Install the Product Software and Database
854
Step 12. Configure the Product Software
868
Section C: Post-Installation
877
Step 13. Change the Ngendist and Ngendesign Passwords
878
Step 14. Configure the Ngen User Groups for Remote Access (Standalone)
881
Step 15. Add Ngen Names to Pcanywhere (Standalone)
883
Step 16. Prepare the New Server for Full Service
886
Step 17. Add Server to Domain (Optional)
888
Step 18. Other Post-Installation Tasks
898
Maintaining Symposium Call Center Server Release
899
Managing the Server
901
Shutting down or Restarting the Server
902
Managing the Date and Time
903
Uninstalling and Reinstalling Server Software
905
Uninstalling the Database and Server Software
906
Reinstalling the Database Software
921
Upgrading, Reinstalling, and Uninstalling the Client Software
923
Installing and Reinstalling NCC Reports
924
Removing NCC Reports
930
Upgrading the Client
935
Uninstalling the Release 4.0 Client Software
945
Installing/Uninstalling Patches
949
Overview
950
Before You Begin
951
Section A: Installing/Uninstalling Patches on Your Server
953
Installing Patches on the Server
954
Uninstalling Patches from the Server
959
Section B: Installing/Uninstalling Patches on the Client
963
Installing Patches on the Client
964
Uninstalling a Patch from the Client
967
Configuring and Uninstalling Pcanywhere
969
Overview
970
Establishing a Pcanywhere Connection Using Dial-Up
971
Uninstalling Pcanywhere 11.0.1
973
Managing Security
975
Password Guidelines
976
Changing Nortel User Account Passwords
977
Protecting Pcanywhere Settings
980
Checking Server Events for Suspicious Activity
982
Working with Alarms and Events
983
Overview of Viewing Events
984
Simple Network Management Protocol
985
Changing the Windows Eventlog Size
986
Using the Windows Event Viewer
988
Configuring SNMP on the Server
989
Configuring the Nms
992
Advertisement
Nortel Call Center Telephone Set Up And Operation Manual (289 pages)
Reporting for Call Center
Brand:
Nortel
| Category:
Telephone
| Size: 11.85 MB
Table of Contents
Table of Contents
3
List of Figures
8
List of Tables
12
Change History
12
How to Use this Guide
15
Introduction
15
How this Guide Is Organized
15
Introduction
17
Web Based User Interface
17
Language Support
18
Administrators and Users
18
Assigned Skillsets
18
SQL Historical Database
19
System Software
19
PC Requirements
19
Minimum PC Specifications
19
Minimum Printer Specification
20
Operating System Compatibility
20
Installation
22
Introduction
22
Upgrading to Reporting for Call Center
22
Upgrading a Previous Version of Reporting for Call Center
22
Deleting Temporary Internet Files
23
Figure 1 Internet Properties Window
23
Call Center Reporting Server
24
Figure 2 Delete Files Dialog
24
Installation Prerequisites
26
Figure 3: Nortel Networks Call Center Reporting Server Config Window
26
Installing Nortel Networks Reporting for Call Center Software
27
TCP/IP Protocol
28
Checking Installation of the Windows Networking Component
28
Installing Nortel Networks Reporting for Call Center for a Business Communications Manager Installation
29
Installing Nortel Networks Reporting for Call Center for a Callpilot Installation
29
Figure 4: Installshield Initialization Dialog
30
Figure 5: Language Selection Dialog
30
Figure 6: Installshield Windows Installer Configuration Dialog
31
Figure 7: Installshield Wizard Start Dialog
32
Figure 8: License Agreement Dialog Box
33
Figure 9: Choose Destination Location Dialog Box
34
Figure 10: Setup Status Dialog Box
35
Figure 11: Database Installation Dialog
35
Figure 12: Java Installation Dialog
36
Figure 13: Installation Complete Dialog Box
36
Settings Required for Windows XP Service Pack 2
37
Figure 14: Windows Security Center Window
37
Figure 15: Windows Firewall Window
38
Figure 16: Advanced Settings Window
39
Settings Required for Windows 2003 Server, IIS 6
40
Change 1: Enable Active Server Pages
40
Figure 17: Add a Port Dialog
40
Change 2: Allow IIS 6 to See the Path to the RCC Folder
41
Figure 18: IIS Main Window with Web Service Extensions Highlighted
41
Figure 19: IIS Manager with the RCC Folder Highlighted
41
Figure 20: RCC Properties Page
42
Figure 21: Application Configuration Window
42
Change 3: Allow RCC to Access Its .Dat Data Files
43
Figure 22: Options Page with the Enable Parent Paths Option Selected
43
Figure 23: IIS Manager with the Local Computer Entry Highlighted
43
Figure 24: Local Computer Properties Page Showing the Mime Types Button
44
Figure 25: Mime Types Window
44
Change 4: Create a New Application Pool and Add RCC to It
45
Figure 26: New Mime Type Settings
45
Figure 27: Configuring Application Pool
45
Figure 28: Application Pool Identity
46
Figure 29: RCC Website Properties
46
Upgrading Reporting for Call Center
47
Allow IIS 6 to See the Path to the RCC Folder
47
Figure 30: RCC Properties - Application Pool
47
Administration
48
Logging in
48
Figure 31 Log in Page
49
Changing Default Password
50
Figure 32 Change Password Page
50
Administration Menu
51
Call Center Connection
51
Figure 33 Administration Menu Page
51
Figure 34 Call Center Connection Page
52
Figure 35 Connection Security Setting Changed Reboot Message
53
Figure 36 Starting Data Download Notification Message
54
Figure 37 Download Status Window
54
System Administration
55
System Admin Settings
56
Figure 38 System Administration Menu Page
56
User Admin
57
Figure 39 System Administrator Details Page
57
Figure 40 User Admin Page
58
Administration and User Permissions
59
Figure 41 Add User Page
59
Figure 42 Details for New User Mary Smith
61
Figure 43 Edit User Page
62
Skillset Assignment
63
Figure 44 Skillset Assignment Page
63
Figure 45 Assigned Skillsets Page
64
Figure 46 Skillsets Assigned to User Mary Smith
65
Reporting
66
Maintenance
66
Figure 47 Maintenance Menu Page
66
Figure 48 System Status Page
67
Logging
67
System Status
67
Figure 49 Logging Menu Page
68
Figure 50 Logging Menu Page, with the Logging Stopped
69
Company Details
70
Reporting
70
Figure 51 Company Details Page
70
Figure 52 Main Menu Page
71
Using Reporting for Call Center
72
Logging in
72
Figure 53 Log in Page
72
Figure 54 Change Password Page
73
Figure 55 User Main Menu Page
74
Time Bins Setup
75
Answer Time Bins
75
Abandon Time Bins
75
Figure 56 Time Bins Setup (Configuration) Menu Page
76
Figure 57 Time bin Setup Skillset Selection Page
77
Figure 58 Time Bins Page
78
Print Schedules
80
Daily Schedules
81
Figure 59 Print Schedules Page
81
Figure 60 Your Daily Schedules Page
82
Figure 61 Add Daily Schedule Page
83
Figure 62 Add Daily Schedule Page - Example Settings
85
Skillset List Selection Methods
86
Figure 63 Daily Schedule Skillsets Page
86
Adding Selections to the Favorites List
87
Figure 64 Save Favorites Page
88
Figure 65 Your Daily Schedules with a Schedule in the List
90
Figure 66 Edit Daily Schedules Page
91
Weekly Schedules
92
Figure 67 Your Weekly Schedules Page
92
Figure 68 Add Weekly Schedule Page
93
Figure 69 Calendar for September 2003
94
Figure 70 Add Weekly Schedule Page - Example Schedule
95
Figure 71 Weekly Schedules - Skillsets
96
Figure 72 Your Weekly Schedule Page with a Schedule in the List
98
Figure 73 Edit Weekly Schedule Page
99
Monthly Schedules
100
Figure 74 Your Monthly Schedules Page
100
Figure 75 Add Monthly Schedule Page
101
Figure 76 Add Monthly Schedule Page with Example Schedule
102
Figure 77 Monthly Schedule - Skillsets Page
104
Figure 78 Your Monthly Schedules Page with a Schedule in the List
105
Figure 79 Edit Monthly Schedule Page
107
Real Time
109
Using the Real Time Options
109
Real Time Summary
109
Figure 80 Real Time Menu Page
109
Figure 81 Real Time Summary Skillset Selection Page
110
Real Time Summary - Agent Summary
111
Figure 82 Real Time Summary Real Time Screens
111
Real Time Summary - Call Summary
112
Hiding the Real Time Panels
114
Real Time Detail
115
Call Detail
115
Figure 83 Real Time Detail Skillset Selection Page
115
Figure 84 Real Time Call Detail Page
116
Agent Detail
117
Figure 85 Agent Detail Real Time Page
118
Agent Alarms
121
Figure 86 Agent Alarm Menu Page
121
Figure 87 Agent Alarms Setup Page
122
Figure 88 Agent Alarms Values Page
123
Wallboard Setup
124
Introduction
124
Message Formats
124
Parameter Messages
124
Scrolling Messages
125
Summary Messages
126
Using the Wallboard Options
127
Wallboard Assignment Page
127
Figure 89 Wallboard Menu Page
127
Figure 90 Wallboard Assignment Page
128
Add Wallboard Page
129
Figure 91 Add Wallboard Page
129
Wallboard Parameters
130
Figure 92 Wallboard Setup Page with Wallboard Listed
131
Figure 93 Edit Wallboard Page
132
Figure 94 Edit Parameters Page
133
Wallboard Messages Page
134
Figure 95 Assigned Messages Page
134
Figure 96 Add Message Page
135
Figure 97 Add Message Page - Example Text
136
Alarms
137
Figure 98 Assigned Messages List - Example Messages
137
Figure 99 Assigned Alarms Page
138
Figure 100 Add Alarm Page
139
Figure 101 Example Settings for a Multi Alarm Period Alarm
142
Schedules
144
Figure 102: Assigned Alarms Page with an Alarm Configured
144
Figure 103 Assigned Schedules Page
145
Figure 104 Add Schedule Page
146
Figure 105 Assigned Schedules Page with Schedule Added
147
Instant Messages
148
Figure 106 Edit Schedule Page
148
Figure 107 Instant Messages Page
149
Figure 108 Composing an Instant Message
150
Reports
152
Reports Introduction
152
General
152
Fundamental Concepts
152
Report Periods
152
Skillset Selection
152
Private Switched Telephone Network Call (PSTN) and Multimedia Calls
153
Direct Calls
153
Indirect Calls
153
Calls and Call Transactions
153
Call Transactions and the Direct and Indirect Calls
153
In-Progress Calls
154
Report Concepts
155
Report Headers
155
Report Viewer Toolbar
155
Figure 109: Example Report Header
155
Printing a Report
156
Figure 110: Report Viewer Toolbar
156
Figure 111: Report Printer Selection Window
156
Exporting a Report
157
File Format
157
Figure 112: Export Report Window
157
Table 1: Available Report Export Formats
157
Exported File Name and Location
158
Page Range
158
Exporting the Report
158
Figure 113: Report Viewer Export
158
Report Magnification
159
Report Navigation
159
Searching for Text Within a Report
159
Using the Reports
160
Figure 114 Report Menu Page
160
Answered Calls Report
161
Get Latest Call Center Data Button
161
Figure 115 Answered Calls Report Skillsets Page
162
Abandoned Call Report
163
Figure 116 Answered Calls Report
163
Figure 117 Abandoned Calls Report Skillset Page
164
Abandoned Calling Line ID Report
166
Figure 118 Abandoned Call Report
166
Figure 119 Abandoned Calling Line ID Skillset Page
167
Figure 120 Abandoned Calling Line ID Report
168
Agent Capacity Report
169
Figure 121 Agent Capacity Report Skillsets Page
169
Figure 122 Agent Capacity Report
171
Help Request Report
171
Figure 123 Help Request Report Page
172
Figure 124 Help Request Report
173
Call Average Report
174
Figure 125 Call Average Report Skillset Page
175
Figure 126 Call Average Report
176
Agent Average Report
177
Figure 127 Agent Average Report Skillset Selection Page
178
Agent Profile Report
180
Figure 128 Agent Average Report
180
Figure 129 Agent Profile Report Skillset Page
181
Figure 130 Agent Profile Report
183
Agent Activity Report
184
Figure 131 Agent Activity Report Skillsets Page
185
Figure 132 Agent Activity Report
187
Agent Audit Report
188
Figure 133 Agent Audit Report Skillset Selection Page
189
Figure 134 Agent Selection Page
190
Figure 135 Agent Selection Page with no Agents Available
191
Figure 136 Agent Audit Report
192
Activity Code Report by Skillset
193
Figure 137 Activity Code Report by Skillset Skillset Page
193
Figure 138 Select Activity Code Page
195
Figure 139 Select Activity Codes Page - no Activity Codes
196
Figure 140 Activity Code Report by Skillset
197
Activity Code Report by Agent
198
Figure 141 Activity Code Report by Agent Skillset Page
198
Figure 142 Select Activity Code Page
200
Figure 143 Select Activity Codes Page - no Activity Codes
201
Figure 144 Agent Activity Code Report by Agent
202
Activity Code Report by # of Pegs
203
Figure 145 Activity Code Report by # of Pegs Skillset Page
203
Figure 146 Select Activity Code Page
205
Figure 147 Select Activity Codes Page - no Activity Codes
206
Figure 148 Agent Activity Code Report by Number of Pegs
207
Figure 149 Summary Report Skillset Page
208
Figure 150 Summary Report
210
Summary Report Table
211
Figure 151 Summary Report Graphs
212
Summary Report Graphs
212
Summary Report
208
Call Profile Report
213
Figure 152 Call Profile Report Skillset Selection Page
214
Call Profile Report Table
215
Figure 153 Call Profile Report
216
Call Profile Report Graph
217
Figure 154 Call Profile Report Graph
218
Incoming Call Report
218
Figure 155 Incoming Call Report Skillset Selection Page
219
Figure 156 Incoming Call Report
220
Incoming Call Report Table
221
Incoming Call Report Graph
222
Figure 157 Incoming Call Report Graph
223
Unanswered Help Request Report
224
Figure 158 Unanswered Help Request Report Selection Page
225
Figure 159 Unanswered Help Request Report
226
Agent Average Report by Agent
227
Figure 160 Agent Average Report by Agent Skillset Selection Page
227
Figure 161 Agent Average Report by Agent
229
Agent Activity Report by Skillset
230
Figure 162 Agent Activity Report by Skillset, Skillset Selection Page
231
Figure 163 Agent Activity Report by Skillset
232
Figure 164 System Configuration Submit Page
234
System Configuration Report
234
Figure 165 System Configuration Report
235
Nortel Call Center Telephone Set Up And Operation Manual (280 pages)
Nortel Call Center: Operation Guide
Brand:
Nortel
| Category:
Telephone
| Size: 1.98 MB
Table of Contents
Operation Guide
2
Table of Contents
3
Chapter 1 About Nortel Call Center
11
Basic, Enhanced and Professional Call Center
11
Call Center Features
12
Using Callpilot Call Routing with Call Center
14
Auto Attendant
14
Custom Call Routing (CCR)
14
Comparison of Basic, Enhanced and Professional Call Center
15
Related Documents
18
How to Get Help
19
Chapter 2 About Setting up Call Center
21
Using Callpilot Manager to Set up Call Center
21
Enabling Software Authorization Codes
22
Installing the Call Center Reporting Application Server
24
Notes about Installing the Call Center Reporting Application Server
25
Starting Callpilot Manager
26
About the Callpilot Manager Interface
27
System Timeout
27
Call Center Password Access
28
Setting up Call Center from a Two Line Display Telephone
29
System Timeout
29
Using the Dialpad
30
Symbols and Conventions Used in this Guide
31
About Telephone Buttons
31
Checking Which Telephone Mailbox Interface You Use
32
Chapter 3 Using Feature Codes
33
Feature Codes
33
Programming a Memory Button with a Feature Code
34
Feature Codes Used by Call Center Administrator and Supervisors
35
Feature Codes Used by Call Center Agents
36
Agent Feature Codes
36
Chapter 4 Setting up Call Center Agents
37
About Adding Agents
37
Agent Properties
37
Adding an Agent or a Supervisor
39
Adding more than One Agent
41
Changing Agent Information
43
Resetting an Agent's Password
43
Deleting an Agent
44
Forcing an Agent off
45
Chapter 5 Setting up Skillsets
47
About Skillsets
47
How Incoming Calls Are Sent to a Skillset
47
Skillset Properties
48
Setting up or Changing a Skillset
50
Setting up DID Routing
52
Setting up CLID/DNIS Routing
53
Examples of Using CLID/DNIS Routing
53
CLID/DNIS Routing Table Properties
54
Changing a CLID/DNIS Route
56
Assigning an Agent to a Skillset
59
Dynamic Agent Priority
59
Changing an Agent's Priority in a Skillset
61
Unassiging an Agent from a Skillset
62
Viewing Agents in a Skillset
62
Enabling a Skillset
63
Disabling a Skillset
64
Unconfiguring a Skillset
65
Chapter 6 Setting up Skillset Mailboxes
67
About Skillset Mailboxes
67
Determining a Skillset Mailbox Number
68
Initializing a Skillset Mailbox
69
Opening a Skillset Mailbox
70
Opening a Skillset Mailbox Remotely
71
Skillset Mailbox Password
72
Changing a Skillset Mailbox Password
72
Resetting a Skillset Mailbox Password
73
Recording Skillset Mailbox Greetings
74
Examples of Primary and Alternate Greetings
74
Choosing a Primary or Alternate Skillset Mailbox Greeting
76
Recording a Personalized Skillset Mailbox Greeting
78
Deleting a Personalized Skillset Mailbox Greeting
79
Checking Skillset Mailboxes for Messages
80
Playing Skillset Mailbox Messages
81
Retrieving Erased Messages
84
Replying to Messages
85
Replying to an Internal Caller
85
Replying to an External Caller
87
Chapter 7 Off-Premise Message Notification
89
About Off-Premise Message Notification
89
Assigning an Outdial Method to a Skillset Mailbox
90
Off-Premise Message Notification Parameters
91
Setting up Off-Premise Message Notification
92
About Setting up Off-Premise Message Notification to a Pager Number
97
Changing Off-Premise Message Notification
102
Deleting a Destination Number
110
Adding a Destination Number
111
Turning Off-Premise Message Notification on or off
112
Chapter 8 Recording Call Center Greetings
113
About Call Center Greetings
113
Examples of Call Center Greetings
113
Recording a Call Center Greeting
115
Importing a Call Center Greeting
118
Exporting a Call Center Greeting
119
Chapter 9 Setting up Intelligent Routing
121
About Intelligent Routing
121
Intelligent Overflow Routing
121
Examples of Intelligent Overflow Routing Rules
124
Assigning Intelligent Overflow Routing to a Skillset
129
Moving an Intelligent Overflow Rule
131
Modifying an Intelligent Overflow Rule
132
Deleting an Intelligent Overflow Rule
132
Chapter 10 Setting up Routing Tables
133
About Routing Tables
133
Fax Detection
133
Expected Wait Time
135
How to Set up EWT
135
Recording EWT Greetings
136
Examples of EWT Greetings
136
Setting up an EWT Table
137
Deleting an EWT Table
140
Changing an EWT Table
141
About Types of Routing Table Steps
142
Greeting Step Parameters
143
Adding a Greeting Step
144
Adding a Distribute for Step
147
Adding a Goto Step
148
Adding a Transfer Step
149
Adding a Disconnect Step
150
Assigning Routing Table Hours of Operation
151
Setting the Service Mode for Skillsets
153
Example of a Day Routing Table
155
Example of a Night Routing Table
157
Changing a Routing Table
158
Reviewing Routing Table Steps
158
Modifying Routing Table Steps
158
Deleting Routing Table Steps
159
Chapter 11 Creating Caller Input Rules
161
Creating a Caller Input Rule
161
Using Wildcard Characters
165
An Example of Using Intelligent Caller Routing, Advanced
165
Changing a Caller Input Rule
167
Changing the Rule Length for a Caller Input Table
167
Deleting a Caller Input Rule
168
Clearing a Caller Input Rule Table
169
Chapter 12 Line Administration
171
Setting the Answer Lines Status
171
Configuring Lines
172
Configuring Several Lines
174
Chapter 13 Setting up Call Center General Properties
175
Assigning the Call Center Language
175
General Call Center Properties
178
Primary and Secondary Alert Times
178
Reserved Channels
178
Call Center Reporting Properties Address
179
Supervisor Help Request Timeout
179
Selection Method (Supervisor Help From)
179
Enable Caller ID
179
Setting up General Call Center Properties
180
System Configuration Report
182
Chapter 14 Monitoring Call Center Call Activity
185
Monitoring Call Activity
185
Monitoring Agent Calls with Silent Monitor
185
Setting up Silent Monitor on Your System
186
Using Silent Monitor with Answer DN
187
Monitoring Tips
187
Logging on and Monitoring Agent Calls
188
An Agent Requests Help While You Are in a Monitoring Session
189
About Monitoring Sessions
190
Monitoring Skillsets
191
To Monitor Skillsets
191
An Example of Monitoring Skillsets
192
Using a Memory Button to Monitor Calls Waiting in Skillsets
192
Taking some Not Ready Time
193
Using Not Ready
193
Programming Not Ready to a Memory Button
193
Logging off
194
Changing Your Supervisor Password
194
Supervisor Help
195
How Supervisor Help Works
195
Configuring Supervisor Help
197
How to Handle Supervisor Help Requests
197
How to Handle Missed Requests
198
An Example of Retrieving an Escalated Request
198
Chapter 15 Activity Codes
199
What Activity Codes Are
199
Optional and Prompted Activity Code Logging
199
Examples of Activity Code Calls
201
Activity Codes Call Center Automatically Enters: Autopegs and System Activity Codes
202
Autopegs
202
Examples of Autopeg Calls
202
System Activity Codes
203
System Activity Codes that Call Center Records
203
Examples of System Activity Code Calls
204
Prompted and Optional Activity Code Logging
205
Examples of Prompted and Optional Calls
205
How Activity Codes Interact with System Features
207
Creating Activity Codes
210
Changing an Activity Code
211
Deleting an Activity Code
211
Importing Activity Codes
212
Communicating Activity Codes to Supervisors and Agents
213
Assigning Activity Code Settings to Agents and Skillsets
214
Generating Activity Code Reports
214
How Agents Enter Activity Codes
215
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Nortel Call Center Telephone Administration Manual (191 pages)
Nortel Networks Call Center Telephone Administration Guide
Brand:
Nortel
| Category:
Telephone
| Size: 1.26 MB
Table of Contents
Table of Contents
3
Chapter 1 About Call Center
9
What Call Center Includes
10
Skillsets
10
Skillset Mailboxes
10
What You Can Administer through a Telephone
12
Related Documents
13
How to Get Help
14
Chapter 2 About Call Center Telephone Administration
15
Setting up Call Center with a Two Line Display Telephone
15
System Timeout
15
Using the Dialpad
16
Symbols and Conventions Used in this Guide
17
About Telephone Buttons
17
Feature Codes
18
Programming a Memory Button with a Feature Code
19
Feature Codes Used by Call Center Administrators and Supervisors
20
Feature Codes Used by Call Center Agents
21
Agent Feature Codes
21
Chapter 3 Call Center General Properties
23
Enabling the Call Center Software Authorization Code
23
Setting Call Center General Properties
25
Primary and Secondary Alert Times
25
Reserved Channels
26
Setting Caller ID
27
Setting the Supervisor Help Request Timeout
28
Selecting Skillsets Supervisors Can Receive Help Requests from
28
Configuring Lines
29
Setting the Answer Lines Status
31
Resetting the Call Center Administrator Password
32
Chapter 4 Call Center Greetings
35
About Call Center Greetings
35
Types of Call Center Greetings
35
Recording a Call Center Greeting
36
Chapter 5 Setting up Skillsets
39
About Skillsets
39
How Incoming Calls Are Sent to a Skillset
39
Skillset Properties
40
Setting up a Skillset
43
Enabling a Skillset
47
Disabling a Skillset
48
Changing Skillset Properties
49
Unconfiguring a Skillset
53
Chapter 6 Setting up Skillset Mailboxes
55
About Skillset Mailboxes
55
Determining a Skillset Mailbox Number
56
Checking Which Telephone Mailbox Interface You Use
57
Initializing a Skillset Mailbox
58
Opening a Skillset Mailbox
59
Opening a Skillset Mailbox Remotely
60
Skillset Mailbox Password
61
Changing a Skillset Mailbox Password
61
Resetting a Skillset Mailbox Password
62
December
63
Recording Skillset Mailbox Greetings
63
Examples of Primary and Alternate Greetings
63
Choosing a Primary or Alternate Skillset Mailbox Greeting
65
Recording a Personalized Skillset Mailbox Greeting
67
Deleting a Personalized Mailbox Greeting
68
Checking Skillset Mailboxes for Messages
69
Playing Skillset Mailbox Messages
70
Retrieving Erased Messages
73
Replying to Messages
74
Replying to an Internal Caller
74
Using the Reply Feature to Reply to an External Caller
76
Chapter 7 Off-Premise Message Notification
77
About Off-Premise Message Notification
77
Assigning an Outdial Method to a Skillset Mailbox
78
Off-Premise Message Notification Parameters
79
Setting up Off-Premise Message Notification
79
About Setting up Off-Premise Message Notification to a Pager Number
84
Changing Off-Premise Message Notification
89
Deleting a Destination Number
97
Adding a Destination Number
98
Turning Off-Premise Message Notification on or off
99
Chapter 8 Setting up Agents
101
About Adding Agents
101
Agent Properties
101
Adding an Agent
102
Changing an Agent
104
Adding Multiple Agents
105
Assigning an Agent to a Skillset
107
Assigning Several Agents to a Skillset
108
Removing Agents from a Skillset
109
Viewing Agents in a Skillset
110
Logging an Agent off
111
Deleting an Agent
112
Resetting an Agent Password
113
Chapter 9 Intelligent Overflow Routing
115
Examples of Intelligent Overflow Routing Rules
117
Adding Overflow Rules
122
Changing and Viewing Overflow Rules
124
Deleting Overflow Rules
126
Chapter 10 Routing Table Administration
127
Setting up DID Routing
127
Fax Detection
128
About Types of Routing Table Steps
129
Adding a Greeting Step
130
Greeting Step Parameters
130
Adding a Distribute for Step
134
Adding a Goto Step
135
Adding a Transfer Step
136
Adding a Disconnect Step
138
Example of a Day Routing Table
139
Example of a Night Routing Table
143
Changing a Routing Table
145
Reviewing Routing Table Steps
145
Modifying Routing Table Steps
146
Erasing a Routing Table
147
Setting the Service Modes for Skillsets
148
Nortel Call Center Telephone Supplementary Manual (39 pages)
Upgrading from Call Center Reporting to Reporting for Call Center
Brand:
Nortel
| Category:
Software
| Size: 0.89 MB
Table of Contents
Table of Contents
3
Change History
5
How to Use this Guide
7
Introduction
7
How this Guide Is Organized
7
Introduction
9
Upgraded Browser-Based Interface
9
Upgraded Web Host PC Software
9
Upgrade! no Multiple Client Software to Install
9
Upgrade! no Upload of Call Center Configuration
9
Can the Old Master PC be Used as the Web Host PC
10
Do I Have to Remove the Old Nortel Call Center Reporting 2.5, 3.0, or 3.5 Software
10
Can the Upgraded Software Co-Reside with the Old Software
10
Minimum PC and Operating System Requirements
11
Operating System Compatibility
12
Installation
13
Introduction
13
Installation Prerequisites
13
Installing Nortel Networks Reporting for Call Center Software
14
TCP/IP Protocol
14
Checking Whether the Windows Networking Component Is Installed
14
Installing Nortel Networks Reporting for Call Center
15
Figure 1: Installshield Initialization Dialog Box
16
Figure 2: Language Selection Dialog Box
16
Figure 3: Installshield Windows Installer Configuration Dialog Box
17
Figure 4: Installshield Wizard Start Dialog Box
17
Figure 5: License Agreement Dialog Box
18
Figure 6: Customer Information Dialog Box
19
Figure 7: Choose Destination Location
20
Figure 8: Setup Status Dialog Box
21
Figure 9: Database Installation Dialog Box
21
Figure 10: Java Installation Dialog Box
21
Figure 11: Installation Complete Dialog Box
22
Configuration
23
Quick Steps to Configure Nortel Networks Reporting for Call Center
23
Before You Begin
23
Configuring Nortel Networks Reporting for Call Center
23
Figure 12: Login Page
24
Figure 13: Change Password Page
25
Figure 14: Administration Menu Page
26
Figure 15: Call Center Connection Page
27
Figure 16: Download Status Window
28
Verification
30
Accessing the Real Time Screens
30
Reporting Option
30
Figure 17: Administration Menu Page
30
Figure 18: User Main Menu
31
Figure 19: Real Time Menu Page
32
Figure 20: Real Time Summary Skillset Selection Page
33
Figure 21: Real Time Summary Page
34
References
36
Index
38
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