Page 1 Nortel Call Center Set Up and Operation Guide Part No. N0008709 04 October 2005...
Page 2: Operation Guide
Nortel Call Center Set Up and Operation Guide Copyright © 2005 Nortel All rights reserved. 2005. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty.
Page 3: Table Of Contents
Using CallPilot call routing with Call Center ....... . 14...
Page 4 Contents Resetting an agent’s password ......... . 43 Deleting an agent .
Page 5 Chapter 8 Recording Call Center Greetings ....... . 113 About Call Center greetings ......... . . 113 Examples of Call Center greetings .
Page 6 Setting up general Call Center properties ....... . . 180...
Page 7 System Activity Codes ..........203 System Activity Codes that Call Center records ......203 Examples of System Activity Code calls .
Page 8 Tips for operating Call Center........217...
Page 9 Chapter 19 Call Center Programming Record....... . 257 Feature Codes ............258 General Call Center properties .
Page 10 Contents N0008709 04...
Page 11: About Nortel Call Center
Call Center is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. Calls can be routed based on the origin of the call, the destination of the call, or the information entered by the caller.
Page 12: Call Center Features
Chapter 1 About Nortel Call Center Call Center features Call Center has many features that give your call center advanced and flexible call handling. Intelligent Routing Flexible routing steps Agent priority and dynamic agent priority Choice of call presentations N0008709 04 Intelligent Routing gives you advanced methods for routing calls through your call center.
Page 13 You can generate the System Configuration report to view Call Center Call Center Reporting settings. If you have Call Center Reporting enabled, you can view real time statistics and comprehensive management information about the day-to-day performance of your call center.
Page 14: Using Callpilot Call Routing With Call Center
CallPilot has two powerful call routing features: Auto Attendant (AA) and Custom Call Routing (CCR). These features route incoming calls to telephones and voice mailboxes. You can also use these features to route calls to Call Center skillsets. Auto Attendant The Auto Attendant answers incoming calls and presents callers with a greeting.
Page 15: Comparison Of Basic, Enhanced And Professional Call Center
Comparison of Basic, Enhanced and Professional Call Center Features Skillsets Configured agents (available agent IDs) Default agents Agent priority levels Dynamic agent priority levels Dynamic call priority levels Active agents (or Supervisors) Active calls in all skillsets Maximum active calls per skillset...
Page 16 Chapter 1 About Nortel Call Center Features Supervisor functionality, including call monitoring Supervisor Help Maximum simultaneous monitoring sessions Caller Input Tables Basic Intelligent Caller Input Routing: the ability to route a call to an Operator, Auto Attendant, skillset mailbox or CCR Tree.
Page 17 Center Agents. When the document specifies 10 active agents, the intended meaning is that 10 individual agents can log in to one, or any combination of Call Center skillsets. That is: Agent 1 can be logged into Skillset 1; this is considered 1 active agent Agent 1 can be logged into Skillsets 1 and 2;...
Page 18: Related Documents
Multimedia Call Center Set Up and Operation Guide • Multimedia Call Center Web Developer Guide Note: Multimedia Call Center and Call Center Reporting are not available for BCM50. For information about setting up CallPilot refer to the: • CallPilot Manager Set Up and Operation Guide •...
Page 19: How To Get Help
CALA (Caribbean & Latin America) Technical Support Telephone: 1-954-858-7777 email: csrmgmt@nortelnetworks.com APAC (Asia Pacific) Technical Support Telephone: +61 388664627 Fax: +61 388664644 email: asia_support@nortelnetworks.com Chapter 1 About Nortel Call Center Nortel Call Center Set Up and Operation Guide...
Page 20 Chapter 1 About Nortel Call Center N0008709 04...
Page 21: About Setting Up Call Center
Chapter 2 About setting up Call Center You can set up Call Center using a display telephone on your phone system, or using the web-based CallPilot Manager on a web browser from a computer on your network. For some Call Center tasks, such as initializing skillset mailboxes, you must use a phone.
Page 22: Enabling Software Authorization Codes
Enabling Software Authorization Codes You enable software authorization codes to install Call Center, to increase the number of agents at your call center, and to enhance your call center with options such as Multimedia Call Center and Call Center Reporting.
Page 23 In the Keycode boxes type the software authorization code for the option you want to install. Click the Add button. The option you installed appears in the Installed Options list. Chapter 2 About setting up Call Center Nortel Call Center Set Up and Operation Guide...
Page 24: Installing The Call Center Reporting Application Server
Change this address to the IP address or Fully Qualified Domain Name of your CallPilot. b If you have a Call Center reporting application installed on the same PC as the Call Center Reporting Application Server software, you must change the HTTP Listen Port value from...
Page 25: Notes About Installing The Call Center Reporting Application Server
Notes about installing the Call Center Reporting Application Server If you are running the Call Center Application Server and the RCC Web Host Client on the same PC, ensure that they are configured to use different ports. By default the RCC uses 80 and the Call Center Applications Server uses port 8088.
Page 26: Starting Callpilot Manager
Chapter 2 About setting up Call Center Starting CallPilot Manager To start CallPilot Manager on Business Communications Manager Point your web browser to https://<IP address>/CallPilotManager where <IP address> is the IP address of Business Communications Manager. For information about the IP address, ask your network administrator.
Page 27: About The Callpilot Manager Interface
If your session times out, the login page appears and a message that says that the session has expired. You must log on to continue programming Call Center. If the system times out while you are working on a page, any settings that you have not entered on the system by pressing the Submit button are not entered.
Page 28: Call Center Password Access
For BCM50, a user can be created in Element Manager with Call Center rights. If you want to limit access to CallPilot Manager, you can create or change a Call Center Administrator password that limits CallPilot Manager access to just the Call Center settings.
Page 29: Setting Up Call Center From A Two Line Display Telephone
Center agent tasks. We recommend that you read the telephone user card for your telephone before proceeding. Note: If you use a phone to set up Call Center on CallPilot 100/150, you must use a two line display telephone. You can use a phone to set up Call Center only if you use CallPilot 100/150.
Page 30: Using The Dialpad
Chapter 2 About setting up Call Center 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...
Page 31: Symbols And Conventions Used In This Guide
Underlined word in capital letters (shows 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...
Page 32: Checking Which Telephone Mailbox Interface You Use
Chapter 2 About setting up Call Center Checking which telephone mailbox interface you use CallPilot supports two interfaces: Norstar Voice Mail and CallPilot. The System Administrator determines which interface is assigned to your mailbox. Follow the procedures in this guide that apply to the interface you use.
Page 33: Using Feature Codes
Chapter 3 Using Feature Codes You use Feature Codes to perform Call Center functions on your telephone. Feature Codes 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.
Page 34: Programming A Memory Button With A Feature Code
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”...
Page 35: Feature Codes Used By Call Center Administrator And Supervisors
• Voicemail DN ≤ ·°ﬁ • • For information on the Control DN, refer to on page For information on resetting the Operator and Call Center Administrator passwords, refer to • Display Waiting Calls Skillset Status ≤ ·‚· • •...
Page 36: Feature Codes Used By Call Center Agents
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 Administrator and Supervisors”...
Page 37: Setting Up Call Center Agents
Supervisors can change their own password and monitor calls between agents and callers. About adding agents Call Center Before you can add agents to your Call Center you must purchase and enable a Software Authorization Code for the number of agents that you want to add. The number of agents you can add to your call center is determined by the number of agents the Software Authorization Code enables.
Page 38 Note: Multimedia Call Center is not available for CallPilot 100/150 In addition to these agent properties, if you use Enhanced or Professional Call Center you can assign agents Dynamic Priority when you assign them to a skillset. For more information refer to “Dynamic Agent Priority”...
Page 39: Adding An Agent Or A Supervisor
Select the Supervisor check box if you want to give the agent supervisor functionality. The default is not selected. Chapter 4 Setting up Call Center agents to record the agents you add. Nortel Call Center Set Up and Operation Guide...
Page 40 If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear. 11 If you use Basic Call Center, from the Priority list box select a priority for the agent. 12 If you use Activity Codes, from the Activity Code Entry Type list box select Optional or Prompted.
Page 41: Adding More Than One Agent
From the Accepted Call Types list box select Voice, Multimedia or Both. If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear. 10 If you use Basic Call Center, from the Priority list box select a priority from 1 to 20 for the agent.
Page 42 Note: Any agents who have an agent ID number that is between the numbers you enter in the From and To boxes are not changed. These agents are not included in the number of agents added. Note: Multimedia Call Center is not available for CallPilot 100/150 N0008709 04...
Page 43: Changing Agent Information
A message appears that asks you to confirm the request to reset the password. Click the OK button. A message appears that the agent’s password is reset. The agent password is set to 0000. Click the OK button. Chapter 4 Setting up Call Center agents Nortel Call Center Set Up and Operation Guide...
Page 44: Deleting An Agent
Chapter 4 Setting up Call Center agents Deleting an agent Deleting an agent removes the agent from Call Center. The agent is removed from the Agent List and all the skillsets they are assigned to. If you want to remove an agent from a skillset, refer to page Note: You cannot delete an agent who is logged on.
Page 45: Forcing An Agent Off
The agent status changes to Logged Off on the Agent List page. Note: If the agent you force off is on a call, the call is not interrupted. Chapter 4 Setting up Call Center agents Nortel Call Center Set Up and Operation Guide...
Page 46 Chapter 4 Setting up Call Center agents N0008709 04...
Page 47: Setting Up Skillsets
Setting up skillsets About skillsets Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold calls for different call center departments, such as sales and technical support. The maximum number of skillsets you can set up depends on whether you have Basic, Enhanced or Professional Call Center, and whether you use the CallPilot 100/150 or Business Communications Manager system.
Page 48: Skillset Properties
If you use Interactive Voice Response or any other application that uses Auto Assign, you must delete any Call Center CDNs before you install the other applications. After you install the applications you must set up the Call Center CDNs again.
Page 49 The Break Time defaults is 00:30 seconds. You can change the Break Time period to 00:00 if an agent does not need a Break Time. If your Call Center uses Activity Codes, set the Break Time to longer than 10 seconds to allow time for Activity Code entry.
Page 50: Setting Up Or Changing A Skillset
You cannot change a skillset while it is in use. To set up or change a skillset Start CallPilot Manager. Click the Call Center heading. Click the Skillset List link. The Skillset List page appears.
Page 51 In the Name box type the name for this skillset. The skillset name can be a maximum of 16 characters. In the MWI DN box, type the extension of the telephone that you want to display the Message Waiting Indicator for the Skillset Mailbox.
Page 52: Setting Up Did Routing
For information about setting up a DID target line refer to the Business Communications Manager Programming Operations Guide. In CallPilot Manager, configure the target line number to be answered by Call Center. For information about configuring lines refer to To set up DID routing for CallPilot 100/150 From a Norstar phone, set up a DID target line.
Page 53: Setting Up Clid/Dnis Routing
CLID/DNIS Routing is the initial routing that Call Center calls encounter. The CLID/DNIS Routing you set up lets Call Center route calls quickly based on their incoming line number. Callers are routed to skillsets depending on who the caller calls, the line the call comes in on, or where the caller is calling from.
Page 54: Clid/Dnis Routing Table Properties
You can change the priority of the call in the skillset that is assigned for the line the call comes in on. Select the Multimedia Calls check box if you want Multimedia Call Center calls assigned to this route. You must use Business Communications Manager and have Multimedia Call Center enabled.
Page 55 If you want to create a rule for CLID/ANI and DNIS, in the CLID/ANI box type the CLID or ANI number and in the DNIS box type the DNIS number Chapter 5 Setting up skillsets Nortel Call Center Set Up and Operation Guide...
Page 56: Changing A Clid/Dnis Route
Chapter 5 Setting up skillsets • If you have Multimedia Call Center enabled and you want to assign routing to Multimedia Call Center calls, select the Multimedia Calls check box. If you select the Multimedia Calls check box, you can enter a CLID/ANI number, but you must leave the Line box and...
Page 57 If you want to change the priority of the call, select Change Call Priority Only, and from the New Call Priority list box select a priority from 1-20 for the call. Click the Submit button. Chapter 5 Setting up skillsets Nortel Call Center Set Up and Operation Guide...
Page 58 Chapter 5 Setting up skillsets Deleting a CLID/DNIS Route Start CallPilot Manager. Click the Call Center heading. Click the CLID/DNIS Routing Table link. The Intelligent CLID/DNIS Routing page appears. Click the Delete link for the route you want to delete.
Page 59: Assigning An Agent To A Skillset
Dynamic Agent Priority If you use Enhanced or Professional Call Center, agents can have different priorities depending on which skillset they are logged onto. For example, when an agent is a member of the English skillset, their priority can be 1 because they are fluent in English. The same agent can have a priority of 3 when they are logged onto the Spanish skillset and, a priority of 6 when they are logged onto the German skillset.
Page 60 The Assign Agents page appears with the available agents displayed. Click the Assign check box for each agent that you want to add to the skillset. If you use Professional or Enhanced Call Center, from the Priority list box, select the Priority of the agent.
Page 61: Changing An Agent's Priority In A Skillset
Changing an agent’s priority in a skillset If you use Enhanced or Professional Call Center, agents can have different priorities depending upon which skillset they are logged on to. For example, when an agent is a member of the English skillset, their priority can be 1 because they are fluent in English.
Page 62: Unassiging An Agent From A Skillset
Before you unassign an agent from a skillset, you must disable the skillset. See skillset” on page If you want to delete an agent from Call Center, refer to If you want to log an agent off, refer to To unassign an agent from a skillset Start CallPilot Manager.
Page 63: Enabling A Skillset
“Initializing a skillset mailbox” on page “Recording skillset mailbox greetings” on page “Example of a Day Routing Table” on page “Setting the Service Mode for skillsets” on page Nortel Call Center Set Up and Operation Guide Chapter 5 Setting up skillsets 155. 153.
Page 64: Disabling A Skillset
If you disable a skillset, no new calls go to the skillset. Any calls that are in the skillset get distributed until the calls are ended. To disable a skillset Start CallPilot Manager. Click the Call Center heading. Click the Skillset List link. The Skillset List page appears. Click the Disable link for the skillset you want to disable.
Page 65: Unconfiguring A Skillset
A message appears that asks you to confirm the request to unconfigure the skillset. Click the OK button. The programming for the skillset is removed from the Skillset List page. Chapter 5 Setting up skillsets “Disabling a skillset” on page 64 “Configuring lines” on Nortel Call Center Set Up and Operation Guide...
Page 66 Chapter 5 Setting up skillsets N0008709 04...
Page 67: Setting Up Skillset Mailboxes
• record the skillset mailbox greetings You can use the table “Skillset mailboxes” on page 264 “Determining a skillset mailbox to record the skillset mailboxes you set up. Nortel Call Center Set Up and Operation Guide...
Page 68: Determining A Skillset Mailbox Number
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:xxxx...
Page 69: Initializing A Skillset Mailbox
The recorded name plays and the skillset mailbox name is displayed. The skillset mailbox name is the name you entered when you set up the skillset properties. Press ® to end the session. Nortel Call Center Set Up and Operation Guide...
Page 70: Opening A Skillset Mailbox
OTHR or • to display the Log this prompt appears, enter the skillset mailbox number and password. After you open the skillset mailbox, the telephone display shows how many new and saved messages are in the mailbox. ≤...
Page 71: Opening A Skillset Mailbox Remotely
Press •• during your personal greeting. If you are in Europe or Australia press °°. Enter the skillset mailbox number and password, and then press £. Follow the voice prompts. Chapter 6 Setting up skillset mailboxes Nortel Call Center Set Up and Operation Guide...
Page 72: Skillset Mailbox Password
Keep a written copy of the skillset mailbox passwords in Give the skillset mailbox passwords only to the agents who retrieve messages at your call center. For security reasons, choose an uncommon password, not a predictable password like 1234 or 1111.
Page 73: Resetting A Skillset Mailbox Password
A message appears that asks you to confirm your request to change the password. Click the OK button. The password is reset to 0000, the default password. Chapter 6 Setting up skillset mailboxes Nortel Call Center Set Up and Operation Guide...
Page 74: Recording Skillset Mailbox Greetings
You can record Primary, Alternate and Personalized greetings for each skillset mailbox. You record a Primary skillset mailbox greeting for everyday use. The Alternate skillset mailbox greeting is an optional greeting you can record for special circumstances. If your call center subscribes to Caller ID, you can record Personalized skillset mailbox greetings.
Page 75 Press OK or £ to end the recording. Press OK or £ to accept the recording press PLAY or ⁄ to listen to the greeting press RETRY or ¤ to rerecord the greeting. Nortel Call Center Set Up and Operation Guide...
Page 76: Choosing A Primary Or Alternate Skillset Mailbox Greeting
≤ ·°⁄. 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 •...
Page 77 Press CHNG or ⁄ to toggle from yes to no press OK or £ to accept. Press ® to end the session. Chapter 6 Setting up skillset mailboxes Nortel Call Center Set Up and Operation Guide...
Page 78: Recording A Personalized Skillset Mailbox Greeting
Chapter 6 Setting up skillset mailboxes Recording a Personalized skillset mailbox greeting 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.
Page 79: Deleting A Personalized Skillset Mailbox Greeting
Press PERS or ‹ to choose a Personalized mailbox greeting. Enter the Personalized greeting number (1, 2, or 3) that you want to delete. Press DEL or ¤ to delete the greeting. Press ® to end the session. Nortel Call Center Set Up and Operation Guide...
Page 80: Checking Skillset Mailboxes For Messages
• only one agent contacts the caller If only one agent is responsible for retrieving messages at your call center, this agent does not need to transcribe and delete each message before callback. This agent handles messages and knows the status of the old messages.
Page 81: Playing Skillset Mailbox Messages
Deleted messages remain in the skillset mailbox until the session ends. (Refer to Notes 1 and 2 on Nortel Call Center Set Up and Operation Guide “Playing skillset mailbox shows the message options page 83.)
Page 82 Replies to a message. (Refer to Note 3 on 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).
Page 83 Plays the next message in the skillset mailbox. If you use this while a message is playing, it stops playing the current message and plays the next message in the skillset mailbox. Places a call to the sender of a message. Nortel Call Center Set Up and Operation Guide “Playing skillset...
Page 84: Retrieving Erased Messages
Chapter 6 Setting up skillset mailboxes Playing skillset mailbox messages - CallPilot Option Button Help • Reply ‡⁄ Envelope ‡¤ Forward ‡‹ Message Reply ‡› Delete ‡ﬂ Retrieving erased messages After you play your messages and end your skillset mailbox session, any messages that you do not erase are saved.
Page 85: Replying To Messages
Press CALL or ¤ to call the caller press MSG or ⁄ to record and send a reply. Nortel Call Center Set Up and Operation Guide to transfer to the internal caller’s to record and send a reply to the...
Page 86 N0008709 04 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. Press ¤ to play the current message.
Page 87: Replying To An External Caller
While you are in the message list you can play any message. Press ¤ to play the current message. Press · to call the caller. CallPilot dials the external number directly. Nortel Call Center Set Up and Operation Guide 90. Before you use the Reply...
Page 88 Chapter 6 Setting up skillset mailboxes N0008709 04...
Page 89: Off-Premise Message Notification
If there is no answer, Call Center waits five minutes and calls your car phone again. If there is still no answer, Call Center calls your car phone a third time. If there is no answer after three calls, Call Center calls the your home phone. Call Center continues to call at five minute intervals until the call is answered or all of the destinations are called three times.
Page 90: Assigning An Outdial Method To A Skillset Mailbox
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. For more information on line pools and route codes, refer to your system documentation.
Page 91: Off-Premise Message Notification Parameters
Note: The restrictions that apply to your phone line also apply to Off-premise Message Notification numbers. For example, if you cannot dial long distance phone numbers from your phone, you cannot have a long distance Off-premise Message Notification destination number. Chapter 7 Off-premise Message Notification Nortel Call Center Set Up and Operation Guide...
Page 92: Setting Up Off-Premise Message Notification
Chapter 7 Off-premise Message Notification Setting up Off-premise Message Notification Follow these instructions if you have not set up Off-Premise Message Notification and are setting it up for the first time. If you have set up Off-Premise Message Notification, refer to the section on “Changing Off-premise Message Notification”...
Page 93 CHNG or ⁄ to change the start time. Stop:<stop time> 15 Press NEXT or £ to accept the stop time that you entered CHNG NEXT press CHNG or ⁄ to change the stop time. Chapter 7 Off-premise Message Notification Nortel Call Center Set Up and Operation Guide...
Page 94 Chapter 7 Off-premise Message Notification Msg type: new CHNG Msg notify ADMIN SELECT N0008709 04 16 Press OK or £ if you want to be notified when the skillset mailbox receives a new message press CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message.
Page 95 • Notification menu • Go to step 3 Press ADMIN or ° • Press ﬂ to open the Off-premise Message Notification • menu • Go to step 3 <x> represents the extension. Nortel Call Center Set Up and Operation Guide...
Page 96 Chapter 7 Off-premise Message Notification <stop time> RETRY <stop time> RETRY More dest? Start:<start time> CHNG NEXT Stop:<stop time> CHNG NEXT Msg type: new CHNG Msg notify ADMIN SELECT N0008709 04 11 Press AM or ⁄ PM or ¤. 12 Press OK or £ to accept the stop time. 13 Press YES or ⁄...
Page 97: About Setting Up Off-Premise Message Notification To A Pager Number
Go to step 3 If you use the Norstar Voice Mail interface: Press ADMIN or ° • Press ﬂ to open the Off-premise Message Notification • menu • Go to step 3 Nortel Call Center Set Up and Operation Guide...
Page 98 Chapter 7 Off-premise Message Notification Msg notify ADMIN SELECT Destination: PHONE PAGER Pager: RETRY <x> Show:<xxxx> CHNG NEXT More dest? Msg type: new CHNG Msg notify ADMIN SELECT N0008709 04 Press ADMIN or ⁄ to set up Off-premise Message Notification. Press PAGER or ‹...
Page 99 Press NOTIF or ¤ to open the Off-premise Message • Notification menu • Go to step 3 Press ADMIN or ° • Press ﬂ to open the Off-premise Message Notification • menu • Go to step 3 Nortel Call Center Set Up and Operation Guide...
Page 100 Chapter 7 Off-premise Message Notification <start time> RETRY Stop hhmm: RETRY <stop time> RETRY <stop time> RETRY More dest? Notify2: none SETUP NEXT Destination: PHONE PAGER Pager: RETRY <xxxx> Show<xxxx> CHNG NEXT Notify2: pager CHNG OTHR NEXT Notify 3: none SETUP NEXT N0008709 04...
Page 101 CHNG or ⁄ to be notified only when the skillset mailbox receives an urgent message. Msg notify 24 Press ® to end the session. ADMIN SELECT Chapter 7 Off-premise Message Notification Nortel Call Center Set Up and Operation Guide...
Page 102: Changing Off-Premise Message Notification
More dest? N0008709 04 Press ≤·°⁄. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. If you use the CallPilot interface: Press °ﬁ to open the Mailbox Tools • Press NOTIF or ¤ to open the Off-premise Message •...
Page 103 Change the message type to urgent to be notified only when the skillset mailbox receives an urgent message. Msg notify Press ® to end the session. ADMIN SELECT Chapter 7 Off-premise Message Notification Nortel Call Center Set Up and Operation Guide...
Page 104 Chapter 7 Off-premise Message Notification To change the destination from phone to another destination Msg notify ADMIN SELECT Notify: phone CHNG NEXT Destination: PHONE PAGER <x> RETRY Accept:<xxxx> RETRY Notify:<x> CHNG NEXT More dest? N0008709 04 ≤ ·°⁄. Press Follow the voice prompts or the display button options to open the skillset mailbox.
Page 105 CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. Press OK or £. Msg notify 13 Press ® to end the session. ADMIN SELECT Chapter 7 Off-premise Message Notification Nortel Call Center Set Up and Operation Guide...
Page 106 Chapter 7 Off-premise Message Notification To change the destination from pager to phone or extension Msg notify ADMIN SELECT Modify:pager CHNG NEXT Destination: PHONE PAGER <xxxx>: RETRY Notify:<x> CHNG NEXT More dest? N0008709 04 ≤ ·°⁄. Press Follow the voice prompts or the display button options to open the skillset mailbox.
Page 107 CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. Press OK or £. Msg notify 12 Press ® to end the session. ADMIN SELECT Chapter 7 Off-premise Message Notification Nortel Call Center Set Up and Operation Guide...
Page 108 Chapter 7 Off-premise Message Notification To change the destination from phone or extension to pager Msg notify ADMIN SELECT Notify:<x> CHNG NEXT Destination PHONE PAGER Pager: RETRY <x> N0008709 04 ≤ ·°⁄. Press Follow the voice prompts or the display button options to open the skillset mailbox.
Page 109 CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. Msg notify 12 Press ® to end the session. ADMIN SELECT Chapter 7 Off-premise Message Notification Nortel Call Center Set Up and Operation Guide...
Page 110: Deleting A Destination Number
Chapter 7 Off-premise Message Notification Deleting a destination number If you have more than one destination number for Off-premise Message Notification, you can delete a destination. To delete a destination number Msg notify ADMIN SELECT Notify1:<x> CHNG OTHR NEXT Notify 1:<x> QUIT Notify1:<x>...
Page 111: Adding A Destination Number
“To set up Off-premise Message Notification to a phone number” on page 92 “To set up Off-premise Message Notification to an extension” on page 95 “To set up Off-premise Message Notification to a pager” on page Nortel Call Center Set Up and Operation Guide...
Page 112: Turning Off-Premise Message Notification On Or Off
Chapter 7 Off-premise Message Notification Turning Off-premise Message Notification on or off You can turn Off-premise Message Notification on or off at any time. If you turn Off-premise Message Notification off, you do not affect any of the assigned parameters. To turn Off-premise Message Notification on or off Msg notify ADMIN SELECT...
Page 113: Recording Call Center Greetings
Recording Call Center Greetings About Call Center greetings Call Center greetings encourage callers to stay on the line until an agent is available. You can record greetings in different languages and change them as often as you like. You can include information in your greetings such as: •...
Page 114 Chapter 8 Recording Call Center Greetings Transfer greeting Non-business hours greeting Your non-business hours greeting will be played after your business is Expected Wait Time greeting EWT greetings notify callers of their expected wait time in a skillset. N0008709 04 A transfer greeting lets a caller transfer their call.
Page 115: Recording A Call Center Greeting
20 seconds, callers must wait in a skillset a longer time before they hear another greeting. To record a Call Center greeting Click the Call Center heading. Click the Greetings link. The Call Center Greetings page appears. Chapter 8 Recording Call Center Greetings Nortel Call Center Set Up and Operation Guide...
Page 116 The page you can record a greeting from appears. If you use CallPilot 100/150, you can import but not export greetings. In the Connect to box, type the extension number or telephone number you are using to record the greeting.
Page 117 The recording replaces a previously recorded greeting. Click the Close button and replace the telephone handset. Note: You can disconnect the telephone by clicking the Hang Up button or replacing the telephone handset. The next time you use Play or Record, the phone number shown in the Connect to box is dialed.
Page 118: Importing A Call Center Greeting
Chapter 8 Recording Call Center Greetings Importing a Call Center greeting If you use Enhanced or Professional Call Center you can import a previously recorded greeting in .wav file format, so that you can use the same greetings across your system. You cannot import a previously recorded greeting if you use Basic Call Center.
Page 119: Exporting A Call Center Greeting
Export the greeting in its native format if you want to re-import the file later. You can re-import the file to your system or another Call Center or CallPilot system. Export the file in its native format if you want to use the same greetings at different company locations. If you keep the file in its native format, you avoid converting the file to another format, which can lessen its sound quality.
Page 120 Chapter 8 Recording Call Center Greetings N0008709 04...
Page 121: Setting Up Intelligent Routing
Multimedia Call Center, CLID/ANI, DNIS, ISDN Calling Number • this routing is applied when the call first enters the Call Center • is available if you use Enhanced or Professional Call Center •...
Page 122 Chapter 9 Setting up Intelligent Routing • 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. Each rule is based on a mode, one or more conditions, and one or more actions.
Page 123 Note: Note: if an overflow step is configured for No Agents, the overflow rule executes right away, and even a forced greeting will not play. If you want to play the greeting, configure a timer with the No Agents rule. Nortel Call Center Set Up and Operation Guide...
Page 124: Examples Of Intelligent Overflow Routing Rules
Example 1 In this example, calls to the call center go to skillset 1, which is the company’s service department. If a call is not answered by an agent within two and a half minutes, the call overflows to skillsets 2 and 3, the sales department skillsets.
Page 125 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.
Page 126 Example 5 In this example, calls to the call center go to skillset 1, which is the company’s help line. If the call is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1, the call overflows to skillset 2, which is the service department.
Page 127 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.
Page 128 Example 8 In this example, calls to the call center are answered by skillset 1, the company’s sales skillset. If a call is not answered within 10 seconds, it overflows to skillsets 2, 3 and 4. If the call is not answered within an additional 20 seconds, the call goes to the skillset 1 mailbox.
Page 129: Assigning Intelligent Overflow Routing To A Skillset
The Overflow Rule Table page appears. Click the Insert link for Rule 1. The Overflow Rule page appears. From the Service Mode list box select Day, Night or 24 Hour. Chapter 9 Setting up Intelligent Routing Nortel Call Center Set Up and Operation Guide...
Page 130 Chapter 9 Setting up Intelligent Routing Select the Timer check box if you want Intelligent Overflow Routing to time how long the call waits, and enter the time that a call waits in the skillset before it goes to the destination that you specify.
Page 131: Moving An Intelligent Overflow Rule
Click the Here link for the location you want to move the rule to. The Overflow Rule Table page shows the rule in its new location. Click the Close button. Chapter 9 Setting up Intelligent Routing Nortel Call Center Set Up and Operation Guide...
Page 132: Modifying An Intelligent Overflow Rule
Chapter 9 Setting up Intelligent Routing Modifying an Intelligent Overflow Rule Start CallPilot Manager. Click the Call Center heading. Click the Skillset List link. The Skillset List page appears. If the Skillset is Enabled, click the Disable link, click the OK button to confirm.
Page 133: Setting Up Routing Tables
Routing tables determine how the system answers, holds and routes incoming calls to agents in your call center. You set up routing tables to handle incoming calls for each skillset. A call in a skillset receives the treatment specified by the routing table. The treatment can be a combination of greetings, transfers, distribution, and being on hold.
Page 134 Chapter 10 Setting up Routing Tables As you create routing tables, each table shows whether it detects faxes. N0008709 04 This routing table detects fax calls. Its first step is a Greeting step: • that is 11 seconds or longer •...
Page 135: Expected Wait Time
EWT exceeds all the configured wait time intervals. If you use Professional or Enhanced Call Center you can create a maximum of 20 EWT Tables. If you use Basic Call Center you can create a maximum of 5 EWT Tables.
Page 136: Recording Ewt Greetings
The expected wait time for your call is approximately ten minutes. Thank you for continuing to hold. We are experiencing high call volumes. Please stay on the line and your call will be answered by the next available agent. “Recording a Call Center greeting” on...
Page 137: Setting Up An Ewt Table
Click the Expected Wait Time Tables link. The EWT Greeting Tables page appears. If you use Professional or Enhanced Call Center you have 20 EWT Greeting Tables. If you use Basic Call Center you have 5 EWT Greeting Tables. Click the Create link.
Page 138 Chapter 10 Setting up Routing Tables Click the Add button. The Wait Time Interval page appears. In the Wait Time Interval box enter the first EWT value in the format hh:mm:ss where: • hh is number of hours from 0 – 24 •...
Page 139 You can now use this EWT Table in a Greeting step of a Day or Night routing table. For how to do this refer to “Adding a Greeting step” on page Chapter 10 Setting up Routing Tables 144. Nortel Call Center Set Up and Operation Guide...
Page 140: Deleting An Ewt Table
Before you can delete an EWT Table that is used by a routing table you must disable the skillset that uses the EWT Table. If you want to delete an EWT Table that is not referenced by a skillset, start at step 10. Click the Call Center heading. Click the Skillset List link. The Skillset List page appears.
Page 141: Changing An Ewt Table
The Wait Time Interval page appears. Modify the Wait Time Interval or select a different greeting. Click the Submit button. The changed EWT rule appears in the EWT Table. Chapter 10 Setting up Routing Tables Nortel Call Center Set Up and Operation Guide...
Page 142: About Types Of Routing Table Steps
• the 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.
Page 143: Greeting Step Parameters
While the greeting plays callers cannot press a dialpad button to transfer their call. Call Center ignores buttons pressed on the dialpad. The greeting plays without interruption. This is the default setting. At the end of the greeting, the caller goes to the next routing step. If there is no next step, the call ends.
Page 144: Adding A Greeting Step
Greeting steps play a message to waiting callers. To add a Greeting step Start CallPilot Manager. Click the Call Center heading. Click the Skillset List link. The Skillsets List page appears. Click the Day or the Night link for the skillset to which you want to add a greeting step.
Page 145 If you have entered a greeting caption for the greeting or the EWT Greeting Table, the caption name appears. If you want the caller to listen to the entire message before they transfer to an agent, select the Forced Play check box. Chapter 10 Setting up Routing Tables Nortel Call Center Set Up and Operation Guide...
Page 146 • Select Advanced if you want callers to be able to enter multiple digits such as a passcode or a credit card number. Advanced is available only if you use Call Center Professional. Select the Advanced parameters: — From the Retries list box select the a number between 0 and 5.
Page 147: Adding A Distribute For Step
Click the Submit button. The Distribute For step appears in the Routing Table list. Click the Close button to return to the Skillset list. Chapter 10 Setting up Routing Tables Nortel Call Center Set Up and Operation Guide...
Page 148: Adding A Goto Step
To add a Goto step Start CallPilot Manager. Click the Call Center heading. Click the Skillset link. The Skillset List page appears. Click the Day or the Night link for the skillset you want to add a Goto step to.
Page 149: Adding A Transfer Step
For how to set up a CCR Tree, refer to the CallPilot Manager Set Up and Operation Guide. Click the Submit button. The Transfer step appears in the Routing Table list. Click the Close button to return to the Skillset list. Chapter 10 Setting up Routing Tables Nortel Call Center Set Up and Operation Guide...
Page 150: Adding A Disconnect Step
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 call. To add a disconnect step Start CallPilot Manager.
Page 151: Assigning Routing Table Hours Of Operation
Click the Skillset List link. The Skillset List page appears. Click the Service Mode link for the skillset you want to set up. The Skillset Service Mode page appears. Chapter 10 Setting up Routing Tables Nortel Call Center Set Up and Operation Guide...
Page 152 Chapter 10 Setting up Routing Tables For each day of the week set the hours of operation for the skillset: • to have the skillset operate in 24 hour mode, leave the 24 hr Service check box selected for that day •...
Page 153: Setting The Service Mode For Skillsets
Call Center will recognize the Service Mode as Day. Afterwards, if you and add a Night Routing Table, Call Center still recognizes the Service Mode as Day. You must set the Service Mode to Auto to get Call Center to function in the Auto Service Mode.
Page 154 ⁄ and then enter the skillset number to view a specific • skillset. If you use Basic Call Center you have 2 skillsets. If you use Professional Call Center you have 50 skillsets. — If you want to view a skillset from 1 - 9, enter the skillset number and then press OK.
Page 155: Example Of A Day Routing Table
Intelligent Call Input Routing, Basic with defaults Accept default - distribute for 00:30 (thirty seconds) Greeting 3, please wait greeting Not forced play Intelligent Call Input Routing, Basic with operator default Routing Table step 2 Nortel Call Center Set Up and Operation Guide steps”, follow the...
Page 156 Chapter 10 Setting up Routing Tables 11 In the Distribute for box enter the time 01:00. 12 Click the Submit button. The Distribute For step appears as step 2 in the Day Routing Table list. 13 Click the Insert link for the End step. The Routing Step page appears.
Page 157: Example Of A Night Routing Table
“Example of Night Routing Table example”. Step parameters Greeting 6, non-business hours greeting Not forced play Intelligent Call Input Routing, Basic There are no parameters for the Disconnect option. Nortel Call Center Set Up and Operation Guide steps”, follow the...
Page 158: Changing A Routing Table
Reviewing Routing Table steps You can review the steps for enabled skillsets. Start CallPilot Manager. Click the Call Center heading. Click the Skillset List link. The Skillset List page appears. Click the Day or Night link for the skillset whose routing table steps you want to review.
Page 159: Deleting Routing Table Steps
Click the OK button. The step is deleted from the Routing Table list. Click the Close button to return to the Skillset List page.sss Chapter 10 Setting up Routing Tables “Disabling a skillset” on page Nortel Call Center Set Up and Operation Guide...
Page 160 Chapter 10 Setting up Routing Tables N0008709 04...
Page 161: Creating Caller Input Rules
Routing, Advanced” on page 165 center. If you use Professional Call Center you have 50 Caller Input Tables, or 30 tables if you use Enhanced Call Center. You do not have Caller Input Tables if you use Basic Call Center.
Page 162 Chapter 11 Creating Caller Input Rules Click the Create link for the Caller Input Rules Table you want to add a rule to. The Rule Table Properties page appears. Select Fixed or Variable, depending on whether you want to create a rule that applies to a dialstring of a fixed or variable length: •...
Page 163 — in the box type the number you want to transfer the call to — from the Outdial Method list box select an outdial method Chapter 11 Creating Caller Input Rules “Using wildcard characters” on page Nortel Call Center Set Up and Operation Guide...
Page 164 Chapter 11 Creating Caller Input Rules — if you select Line or Pool, in the Line/Pool# box type the line or line pool number used • if you want to transfer the call to the Automated Attendant, select Transfer to Auto Attendant and select a Greeting Table to transfer the call to, or select None to transfer the call to the default Auto Attendant prompt.
Page 165: Using Wildcard Characters
Match String in the rules for Rules Table 1. For Rules Table 1, the Call Center Administrator created a rule of a fixed length of eight digits because all personal identification numbers are eight digits long.
Page 166 The callers’ personal identification number is 67095233, which matches the rule for laptop computers. The Call Center Administrator set up the rules in Rules Table 1 with these Actions: • a match for 4709#### sends callers to skillset 1 (servers) and changes the call priority to 1 •...
Page 167: Changing A Caller Input Rule
5 through 7 to change another rule. Chapter 11 Creating Caller Input Rules “Changing the rule length for a Caller Input Table” on page “Changing a Caller Input Rule” on page Nortel Call Center Set Up and Operation Guide 167. If you 167.
Page 168: Deleting A Caller Input Rule
You can delete a Caller Input rule at any time. To delete a Caller Input rule Start CallPilot Manager. Click the Call Center heading. Click the Caller Input Rules link. The Caller Input Rules Tables page appears. Click the Rules link for the table with the rule you want to delete.
Page 169: Clearing A Caller Input Rule Table
The Caller Input Rules Tables page appears. Click the Clear link for the table you want to clear. A message appears that asks you to confirm the deletion. Click the OK button. Chapter 11 Creating Caller Input Rules Nortel Call Center Set Up and Operation Guide...
Page 170 Chapter 11 Creating Caller Input Rules N0008709 04...
Page 171: Line Administration
Chapter 12 Line administration Before Call Center can answer an incoming line, you must assign the line to be answered by a Call Center skillset. Refer to for information on how many lines you can configure for your call center. The line numbers can be any line number from 1 to 500.
Page 172: Configuring Lines
Communications Manager Programming Operations Guide or the Norstar System Coordinator Guide. Lines that are programmed to be answered by Call Center must not be programmed to be answered by another peripheral or application. To delay calls being answered, you can assign Call Center to answer incoming calls after a specified number of rings.
Page 173 In the Table/Skillset Number box type the number of the skillset you want to answer this line. From the Number of rings box select the number of rings before Call Center answers. You must select a number from 0 to 12.
Page 174: Configuring Several Lines
In the Table/Skillset Number box type the number of the skillset you want to answer these lines. From the Number of rings list box select the number of rings before Call Center answers. You must select a number from 0 to 12.
Page 175: Setting Up Call Center General Properties
Setting up Call Center includes assigning the language and setting up general Call Center properties. You can generate a System Configuration Report to see a snapshot of your Call Center settings. You can enable Software Authorization Codes if you want to increase the number of agents at your call center or enhance your call center with options such as Multimedia Call Center.
Page 176 Chapter 13 Setting up Call Center general properties Click the System Properties link. The System Properties page appears. N0008709 04...
Page 177 "z" to be pronounced "zed" instead of "zee". The Canadian Pronunciation check box appears only if North American English is the primary or alternate language. Click the Submit button. Chapter 13 Setting up Call Center general properties Nortel Call Center Set Up and Operation Guide...
Page 178: General Call Center Properties
Chapter 13 Setting up Call Center general properties General Call Center properties When you set up Call Center you must assign values for the general properties. The general Call Center properties are: Primary and Secondary alert times Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be a greater than the Primary alert time.
Page 179: Call Center Reporting Properties Address
Call Center Reporting properties Address The Call Center Reporting properties let you control who can access Call Center Reporting, and whether information from the data stream is collected. Supervisor Help Request Timeout The Supervisor Help Request Timeout is when to escalate a request if a chosen supervisor does not answer the help request.
Page 180: Setting Up General Call Center Properties
Call Center Reporting users must enter to collect data. Type the password again in the Confirm Password box. If you use Call Center Reporting, select the Enable CC Reporting Data Stream check box to enable reporting data to be collected.
Page 181 Number only: displays the caller's number for 3 seconds and then the skillset name. • None: displays the skillset name. 12 Click the Submit button. Chapter 13 Setting up Call Center general properties Nortel Call Center Set Up and Operation Guide...
Page 182: System Configuration Report
Chapter 13 Setting up Call Center general properties System Configuration Report The System Configuration Report includes information about Call Center configuration. The Call Center information in the System Configuration Report: Call Center Parameters Multimedia Call Center Properties Call Center agents...
Page 183 • • Enable Caller ID • Line Answering • • • Note: Multimedia Call Center is not available for CallPilot 100/150 Chapter 13 Setting up Call Center general properties Skillset number Skillset name Rule Service Mode Conditions Actions Greeting number...
Page 184 Chapter 13 Setting up Call Center general properties To generate the System Configuration Report Start CallPilot Manger. Click the Reports heading. Click the System Configuration link. The System Configuration Report appears. It can take several minutes to generate the report.
Page 185: Monitoring Call Center Call Activity
You must program a memory button with ≤·‚ﬁ, and then press the ≤·‚ﬁ memory button to monitor calls. If the memory button you choose has an indicator, the indicator shows your log on status. You do not have Call Center calls sent to you while you use ≤·‚ﬁ.
Page 186: Setting Up Silent Monitor On Your System
To set up Silent Monitor on CallPilot 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.
Page 187: Using Silent Monitor With Answer Dn
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: •...
Page 188: Logging On And Monitoring Agent Calls
You must be logged on to monitor and answer calls. You cannot log on if the maximum number of agents is logged on, if you are logged on to another telephone, or if someone else is logged on to your telephone. You can log on only to skillsets that you are assigned to.
Page 189: An Agent Requests Help While You Are In A Monitoring Session
If an agent requests help, you are automatically selected to help and assumed to have accepted the request. When you are done, the Supervisor Help session ends and your original monitoring session resumes where it left off. Chapter 14 Monitoring Call Center call activity Nortel Call Center Set Up and Operation Guide...
Page 190: About Monitoring Sessions
Silent monitoring is not recommended if both of the parties being monitored are on an IP device, that is if your Call Center uses both IP trunks and agent IP sets, or if the caller is using an IP set. If the...
Page 191: Monitoring Skillsets
Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can then ask qualified agents to log on to the busy skillset.
Page 192: An Example Of Monitoring Skillsets
Chapter 14 Monitoring Call Center call activity An example of monitoring skillsets In the example shown here, there are calls waiting in skillset 1. In this situation, after you monitor the skillsets, you can ask the qualified and available agents from another skillset to log on to skillset 1 until the calls in skillset 1 are handled.
Page 193: Taking Some Not Ready Time
You use Break Time to complete any tasks, such as paperwork, required by the last call. If you need some extra time, use Not Ready to prevent Call Center from routing another call to you. Do not use the Do Not Disturb feature. You can use Not Ready while a call is ringing on your telephone.
Page 194: Logging Off
Chapter 14 Monitoring Call Center call activity Logging off Log off when you complete your shift or will be away from your telephone for an extended period. From the display that shows your name on the top line, press OUT. The date and time display appears.
Page 195: Supervisor Help
Supervisor Help LCD indicator lights up and a message appears on the supervisor’s display to accept or deny the call. As soon as the supervisor accepts the request, Call Center starts a Silent Monitor session between the supervisor and the agent.
Page 196 The request is ignored Agents can request Supervisor Help only if they are on an active Call Center call. They cannot use Supervisor Help if they are not logged in, not ready, idle, have a call on hold, or are on a non-Call Center call.
Page 197: Configuring Supervisor Help
Configuring Supervisor Help To set up Supervisor Help you must configure the general Call Center properties for request timeout and supervisor selection method. For information about Programing Supervisor Help Supervisor Help settings How to handle Supervisor help requests Supervisors can program the Supervise feature (F906) onto a memory button of their telephone.
Page 198: How To Handle Missed Requests
Supervisor Help requests. If there are one or more requests, Call Center shows all of the requests. Escalated requests for calls that are still active are shown first, from the oldest to most recent. After that, missed requests are shown from the oldest to the most recent.
Page 199: Activity Codes
50 characters. You enter a list of Activity Codes in the Activity Code table using CallPilot Manager. Activity Codes can used for Call Center calls only. If an agent receives a non-Call Center call or initiates an outgoing call, Activity Codes do not apply.
Page 200 If Call Center detects that a call ended and the agent did not enter Activity Codes, Call Center starts a Prompted Activity Code session on the agent’s telephone. If the agent does not enter an Activity Code at this point, for example if the agent releases the session, Call Center records the No Peg Activity Code.
Page 201: Examples Of Activity Code Calls
9:12 Agent enters Activity Code 3 If the agent enters multiple Activity Codes during one ≤·‚‡ session, Call Center allocates the talk time to all the Activity Codes that the agent enters. For example, if an agent presses ≤·‚‡ once, after the call ends, the total time of the call is allocated to all the Activity Codes the agent enters.
Page 202: Activity Codes Call Center Automatically Enters: Autopegs And System Activity Codes
Autopeg example 2 The agent enters two Activity Codes and does not enter another Activity Code during the active peg period, so Call Center counts Activity Code 2 for an additional 5 minutes. The count for each Activity Code remains at 1.
Page 203: System Activity Codes
During the call, the agent enters three Activity Codes. The agent does not enter another Activity Code during the active peg period. Call Center counts Activity Code 1, 2, and 3 for an additional 12 minutes. The count is 1 for each Activity Code.
Page 204: Examples Of System Activity Code Calls
If Activity Codes are Prompted and the agent does not enter an Activity Code, Call Center starts a F907 session. If the Break Time is 0, Call Center does not start a F907 session. Whether Activity Codes are Prompted or Optional, if the agent does not enter an Activity Code, Call Center records the No Peg System Activity Code for 10 minutes.
Page 205: Prompted And Optional Activity Code Logging
End of call A prompted F907 session appears on the agent telephone at the end of the call. Because the agent does not enter an Activity Code, Call Center records the No Peg System Activity Code for 10 minutes Chapter 15 Activity Codes...
Page 206 9:05 Agent enters Activity Code 1 9:11 End of call. End of the active peg period. Call Center autopegs Activity Code 1 for 6 minutes. Example 4: Prompted or Optional where the agent enters several Activity Codes during a call...
Page 207: How Activity Codes Interact With System Features
End of call. A F907 session appears on Agent 2’s telephone. End of active peg period. Because agent 2 has not entered an Activity Code, Call Center records the No Peg System Activity Code for 8 minutes. Chapter 15 Activity Codes...
Page 208 If ≤·‚‡ is active on the agent's set when break time expires, the break time continues while the ≤·‚‡ session is active. When the ≤·‚‡ ends the break time also ends. While a ≤·‚‡ is active, no Call Center calls will come to the agent. The break time is extended until the ≤·‚‡ session exits.
Page 209 If an agent enters an Activity Code as their Break Time is ending, it is possible that Call Center will not record the Activity Code, and will record the No Peg System Activity Code instead. Note: If the Break Time is 0, a F907 session never automatically starts on an agent’s telephone, even if the agent is Prompted for Activity Codes.
Page 210: Creating Activity Codes
You create Activity Codes using CallPilot Manager. The Activity Codes table can have a maximum of 2,000 entries. To create an Activity Code Click the Call Center heading and click the Activity Codes link. The Activity Codes page appears. Click the Insert link.
Page 211: Changing An Activity Code
You can change an Activity Code’s name and description. You cannot change an Activity Code’s number. Click the Call Center heading and click the Activity Codes link. The Activity Codes page appears. Click the Change link for the Activity Code you want to change.
Page 212: Importing Activity Codes
Chapter 15 Activity Codes Importing Activity Codes You can import files of Activity Codes. You can update the Activity Code table with a spreadsheet or other file. You specify whether the file replaces the Activity Code list, or is added to it. Creating a list of Activity Codes The file you create to import must: •...
Page 213: Communicating Activity Codes To Supervisors And Agents
You can print the Activity Code table screen and distribute it to supervisors and agents in your Call Center. Then they will know which Activity Codes your Call Center uses, and how to enter them. When you make any changes to your Activity Codes, be sure to communicate the changes to the agents and supervisors.
Page 214: Assigning Activity Code Settings To Agents And Skillsets
Generating Activity Code reports You can generate Activity Code reports that are sorted according to Activity Code, skillset and agent. For information on generating these reports see the Nortel Call Center Reporting Set Up and Operation Guide. You can view a list of your Activity Codes by ID, name and description in the System Configuration report.
Page 215: How Agents Enter Activity Codes
How agents enter Activity Codes ≤·‚‡ is the Feature Code for Activity Codes. We recommend that agents program ≤·‚‡ to a memory button on their telephone. For how to program a Feature Code to a memory button see “Programming a memory button with a Feature Code” on page...
Page 216 Chapter 15 Activity Codes N0008709 04...
Page 217: Tips For Operating Call Center
Agents can log on to any telephone on the system. • Call Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an abandoned agent set. 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.
Page 218: Routing Table Administration
Call Center then determines the right agent to handle the call. If the skillset’s method of call distribution is Preferred, Call Center finds the available agents assigned to and logged in to the skillset, and chooses the one with the highest priority.
Page 219: How To Calculate The Longest Time A Caller Can Be On Hold
Call Center can normally handle — In a call center where external calls are not transferred or forwarded to Call Center, the maximum number of calls is the same as the number of lines programmed to be answered by Call Center —...
Page 220: Tips To Improve The Efficiency Of Call Center
Overflow parameter. Then callers can still speak to an agent. • When no agents are logged on to any skillset, ensure that the call center greetings set up in the Routing Table have Transfers set up. If a call center greeting transfers to a skillset mailbox, callers can press ·...
Page 221 Do not rename a telephone DN to a CDN used by Call Center. • Do not assign IP telephones to the DN used by Call Center. The user does not receive an error message if this happens, even though IP telephones usually warn a user if there are conflicting telephone DNs.
Page 222 Chapter 16 Tips for operating Call Center • B1 extensions allow a set to be CFB or CFNA to them. B2 extensions do not support CFB or CFNA. Therefore a skillset that uses a B2 CDN cannot have calls forwarded to it from telephone programming.
Page 223: Examples Of Call Center Configurations
Chapter 17 Examples of Call Center configurations There are many ways to set up Call Center in your company. Here are three examples of how one business configured Call Center to meet its changing needs: • “Basic Call Center” on page 223 •...
Page 224: General Configuration
Chapter 17 Examples of Call Center configurations General Configuration Keycode Hardware Agents Greeting 1 & 2 Greeting 3 Lines Skillset 1 properties Name MWI DN Method Attendant Ext Use previous __ calls to calculate EWT EWT Increase Allowed Initial Call Duration...
Page 225: Routing Tables
Day Routing Table steps 1 - Greeting 1 2 - Distribute 01:30 (mm:ss) 3 - Greeting 3 4 - Go to Step 2 Night Routing Table steps 1 - Send to Skillset Mailbox Nortel Call Center Set Up and Operation Guide...
Page 226 Chapter 17 Examples of Call Center configurations Service Mode Overflow N0008709 04...
Page 227: Skillset 2 Properties
Day Routing Table steps 1 - Greeting 2 2 - Distribute 01:30 (mm:ss) 3 - Greeting 3 4 - Go to Step 2 Night Routing Table steps 1 - Send to Skillset Mailbox Nortel Call Center Set Up and Operation Guide...
Page 228 Chapter 17 Examples of Call Center configurations Service Mode Overflow N0008709 04...
Page 229: Professional Call Center With Reporting
33 members. They also now have one PRI trunk, which lets them handle more calls. Mosaic wants to upgrade their Call Center to keep up with their increased call volume. They want to be able to direct calls to sales, customer service, preferred customers, and installation bookings.
Page 230: General Configuration
Greetings 10 & 11 Greetings 12 & 13 Greeting 50 Greeting 51 Greeting 52 N0008709 04 Call Center Professional Upgrade, Reporting for Call Center Agent 1- Bob Agent 2- John Agent 3- Jane Agent 4- Sales4 Agent 5- Installation booker 1...
Page 231: General Properties
Match string 1234: move to skillset 4 Match string 9: send to skillset mailbox Table 2: Fixed length Match string 1: change priority to 1 Match string 2: change priority to 4 Nortel Call Center Set Up and Operation Guide...
Page 232: Expected Wait Time
Chapter 17 Examples of Call Center configurations Expected Wait Time Activity Codes N0008709 04...
Page 233: Lines
EWT increase allowed Initial call duration Activity Code entry type Agents Chapter 17 Examples of Call Center configurations Sales Least busy Enabled 00:03:00 Prompted 1, 2, 3, 4, 15, 16, 17, 18, and 19 Nortel Call Center Set Up and Operation Guide...
Page 234 Chapter 17 Examples of Call Center configurations Routing Tables N0008709 04 Day Routing Table steps 1 - Greeting 1 Advanced Caller Input: Table 1 2 - Distribute 00:50 3 - Greeting 8 4 - Distribute 00:50 5 - EWT Table 1...
Page 235 Chapter 17 Examples of Call Center configurations Service Mode Overflow Nortel Call Center Set Up and Operation Guide...
Page 236: Skillset 2
Chapter 17 Examples of Call Center configurations Skillset 2 Properties Name MWI DN Method Attendant Ext Use previous __ calls to calculate EWT EWT Increase Allowed Initial Call Duration Activity Code Entry Type Agents Routing Tables N0008709 04 Support Least Busy...
Page 237: Service Mode
Service Mode Overflow Chapter 17 Examples of Call Center configurations Night Routing Table steps 1 - Send to Skillset Mailbox Nortel Call Center Set Up and Operation Guide...
Page 238: Skillset 3
Chapter 17 Examples of Call Center configurations Skillset 3 Properties Name MWI DN Method Attendant Ext Use previous __ calls to calculate EWT EWT Increase Allowed Initial Call Duration Activity Code Entry Type Agents Routing Tables N0008709 04 Installation Least Busy...
Page 239 Service Mode Overflow Chapter 17 Examples of Call Center configurations Night Routing Table steps 1 - Send to Skillset Mailbox Nortel Call Center Set Up and Operation Guide...
Page 240: Skillset 4
Chapter 17 Examples of Call Center configurations Skillset 4 Properties Name MWI DN Method Attendant Ext Use previous __ calls to calculate EWT EWT Increase Allowed Initial Call Duration Activity Code Entry Type Agents Routing Tables N0008709 04 Preferred Least Busy...
Page 241 Service Mode Overflow Chapter 17 Examples of Call Center configurations Night Routing Table steps 1 - Send to Skillset Mailbox Nortel Call Center Set Up and Operation Guide...
Page 242: Multimedia Call Center
Mosaic also puts voice-enabled HTL links on the web pages of their sponsors. To meet the new load on the Call Center, Mosaic hires three new staff members as Multimedia Call Center agents. These agents take only Multimedia Call Center calls.
Page 243: Activity Codes
Chapter 17 Examples of Call Center configurations Voice Welcome to Mosaic Hardwood Flooring. Please stay on the line for one of our representatives. Image A picture of the company logo that Multimedia Call Center displays in callers’ web browsers. Voice A service advertisement Image A picture that corresponds to the advertisement that Multimedia Call Center displays in callers’...
Page 244: Lines
• “Skillset 2” on page 236 • “Skillset 3” on page 238 • “Skillset 4” on page 240 Note: Multimedia Call Center is not available for CallPilot 100/150 Properties Name MWI DN Method Attendant Ext Use previous __ calls to...
Page 245 2 - Distribute 01:30 3 - Greeting 149 4 - Distribute 01:30 5 - Greeting 150 6 - Go to step 2 Night Routing Table steps 1 - Send to Skillset Mailbox Nortel Call Center Set Up and Operation Guide...
Page 246 Chapter 17 Examples of Call Center configurations Service Mode Overflow N0008709 04...
Page 247: Troubleshooting Call Center
Resetting the Operator password You can reset the Operator (≤·°¤) password if it is lost or forgotten. ≤·°¤ is used by the receptionist, Operator and Call Center Administrator. If you reset the Operator password it is reset to ﬂ‡‹‡¤°ﬂ‡ (Operator).
Page 248: Resetting The Call Center Administrator Password
Reset pswd? Exit Resetting the Call Center Administrator password You can reset the Call Center Administrator password if it is lost or forgotten. To reset the Call Center Administrator password using CallPilot Manager For how to reset the Call Center Administrator password refer to...
Page 249: Agent Problems
Agents who want to transfer a call to a mailbox should use ≤·°ﬂ. Agents who take only Multimedia Call Center do not receive Call Center voice calls, but other Call Center agents can transfer voice calls to Multimedia Call Center agents.
Page 250: Do Not Disturb
Operations Guide, Chapter 10, “Configuring DNs for system devices”. 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. Agents who log on from a regular telephone and answer Call Center calls using an answer DN key from a portable telephone cannot use Supervisor Help.
Page 251: Silent Monitor
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.
Page 252: Skillset Problems
Click the Submit button. Problems viewing skillset settings If you use Netscape Communicator version 4.77 and not all the Call Center settings shown in this guide appear in your browser, refresh the browser by clicking the View menu and clicking Reload.
Page 253: Call Processing Problems
Call processing problems To achieve the most efficient use of your Call Center, make sure you operate Call Center within its maximum limits. If you overload Call Center, slow or unpredictable call processing times can occur. The Call Center maximum configuration limits are 80 active agents, 100 active calls and 50 skillsets.
Page 254 Tells agents that if they use CFNA to program their telephones CFNA to the voicemail extension, or the skillset extension if they do not have a mailbox. If agents use T7316 sets, all Call Center Feature codes (F904, 908 and 909) must be programmed to one of the bottom five keys on each side of the display.
Page 255 To have non-Call Center calls to go to voicemail and Call Center calls to return to the skillset, make sure that the number of rings for Call Forward to Voicemail is set to greater than the Transfer Callback Timer.
Page 256 Chapter 18 Troubleshooting Call Center N0008709 04...
Page 257: Call Center Programming Record
Call Center Programming Record For this programming task Record the Feature Codes used by Call Center Record the line information for lines answered by Call Center Record the Operator and Business Status settings Record the number of reserved channels, the Primary and...
Page 258: Feature Codes
Chapter 19 Call Center Programming Record Feature Codes Feature code name Display Waiting Calls Open Mailbox Log on/Log off Not Ready Voicemail DN Operator status Supervise Supervisor Help General Call Center properties Number of Reserved channels Primary alert time limit in mm:ss...
Page 259: Call Center Skillsets
Duration reached. Primary or alternate. Appears if Bilingual is enabled in the Language system properties Chapter 19 Call Center Programming Record Default Skillset # SKILLn Least Busy 00:30 00:00 not selected selected Nortel Call Center Set Up and Operation Guide...
Page 260: Call Center Greetings
Chapter 19 Call Center Programming Record Call Center Greetings Greeting Greeting information number N0008709 04...
Page 261: Intelligent Overflow Routing
Overflow to skillset(s): _________________ Send to skillset mailbox Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Nortel Call Center Set Up and Operation Guide...
Page 262: Call Center Agents
Chapter 19 Call Center Programming Record Call Center agents Agent ID Agent name and type N0008709 04 Supervis Names and #s of skillsets or status agent is assigned to Priority Missed Call Auto Option Answe...
Page 263: Skillset Assignments
Chapter 19 Call Center Programming Record Skillset assignments Skillset name and # Agent ID and name Priority Nortel Call Center Set Up and Operation Guide...
Page 264: Skillset Mailboxes
Chapter 19 Call Center Programming Record Skillset mailboxes Skillset # Mailbox name N0008709 04 Mailbox number MWI extension (Control DN) Mailbox password...
Page 265: Routing Tables
Routing Tables Skillset # _______________ Step # Type of step: Greeting, Distribution, Transfer, Intelligent Caller Input Routing Basic or Advanced, Disconnect Chapter 19 Call Center Programming Record Day or Night _______________ Step parameters Nortel Call Center Set Up and Operation Guide...
Page 266: Caller Input Rules
Chapter 19 Call Center Programming Record Caller Input Rules Rule table # _______________ Length: Fixed _______________ Variable _______________ Match string Action N0008709 04...
Page 267: Intelligent Clid/Dnis Routing
Chapter 19 Call Center Programming Record Intelligent CLID/DNIS Routing Type of call: Line, Action Multimedia Call Center, CLID/ANI, DNIS Nortel Call Center Set Up and Operation Guide...
Page 268: Line Answering
Chapter 19 Call Center Programming Record Line answering Line # Skillset # N0008709 04 # of rings (0 to Expected Wait Time settings 12) for Caller ID minimum 2 rings...
Page 269: Glossary
Agent ID When you add an agent, Call Center assigns an agent ID number you use to identify the agent. The agent uses their agent ID number and password to log on when they are ready to receive calls.
Page 270 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.
Page 271 Delay Answer Delay Answer is a feature that prevents Call Center from answering calls and playing greetings when there are no agents available. When a skillset has Delay Answer activated, waiting callers hear ringback.
Page 272 This is the call with the highest priority, or, if all the waiting calls have the same priority, the call with the longest wait time. Call Center then determines the right agent to handle the call. If the skillset’s method of call distribution is Preferred, Call Center finds the available agents assigned to and logged in to the skillset, and chooses the one with the highest priority.
Page 273 Priority You assign a priority to each agent according to their qualifications. On Enhanced and Professional Call Center, agents can have dynamic agent priority. Primary alert time The Primary alert time is the first time limit that you assign for calls waiting in skillsets.
Page 274 Supervisor monitor 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. N0008709 04...
Page 275: Index
Call Center Administrator, resetting password 248 Call Center Reporting 17 Call Center Reporting properties 179 Call Forward on Busy 250 Call Park 249 Call Pickup 249 Call Transfer 249 Caller Directed Transfer 16 Nortel Call Center Set Up and Operation Guide...
Page 276 Index Caller ID 83, 179 CallPilot Auto Attendant and Call Center 14 call routing 14 CCR and Call Center 14 CallPilot mailbox interface 32 CallPilot Manager 13, 16, 21 interface 27 starting 21 timeout 27 Caption Expected Wait Time table 139, 145...
Page 277 Message Waiting Indication extension 48 Messages copying 81 deleted, retrieving 83 deleting 81, 84 erasing 81, 84 external 85, 87 forwarding 84 internal 85 minimum recording length 85 Off-premise Message Notification 89 Nortel Call Center Set Up and Operation Guide Index...
Page 278 188 Primary alert time 178 Secondary alert 178 Silent Monitor 185 skillsets 192 tips 187 Monitoring agents 62, 185 Multimedia Call Center 13, 38 CLID/DNIS Routing 53 Multimedia calls 38 MWI extension 273 Name skillset 274 skillset mailbox 69...
Page 279 47 start and end times 16 unconfiguring 65 viewing agents in 62 Skillset mailbox about 67 changing password 72 checking for messages. 80 Class of Service 67 determining MWI extension 35 Nortel Call Center Set Up and Operation Guide Index...
Page 280 Transfer Allowed enabled 143 Troubleshooting agent log on problems 249 call processing problems 253 cannot change the Call Center Skillset Parameters enabling a skillset 252 skillset settings 21, 252 slow call processing 253 unpredictable call processing 253 Two line display telephone, using 29...

Nortel Call Center Set Up And Operation Manual

Chapter 1 About Nortel Call Center

Chapter 2 About Setting up Call Center

Chapter 3 Using Feature Codes

Chapter 4 Setting up Call Center Agents

Chapter 5 Setting up Skillsets

Chapter 6 Setting up Skillset Mailboxes

Chapter 7 Off-Premise Message Notification

Chapter 8 Recording Call Center Greetings

Chapter 9 Setting up Intelligent Routing

Chapter 10 Setting up Routing Tables

Chapter 11 Creating Caller Input Rules

Chapter 12 Line Administration

Chapter 13 Setting up Call Center General Properties

Chapter 14 Monitoring Call Center Call Activity

Chapter 15 Activity Codes

Chapter 16 Tips for Operating Call Center

Chapter 17 Examples of Call Center Configurations

Chapter 18 Troubleshooting Call Center

Chapter 19 Call Center Programming Record

Glossary

Index

Quick Links

Related Manuals for Nortel Call Center

Summary of Contents for Nortel Call Center