Page 1 297-2183-917 Nortel Symposium Express Call Center Call Center Management Guide Product release 4.2 Standard 2.0 March 2005...
Page 3: Call Center Management Guide
Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
Page 5: Publication History
Publication history March 2005 April 2003 Call Center Management Guide This is the Standard 2.0 version of the Nortel Symposium Express Call Center Call Center Management Guide for Release 4.2. This is the Standard 1.0 version of the Nortel Networks Symposium Express Call Center Call Center Management Guide for Release 4.2.
Page 6 Publication history Standard 2.0 Symposium Express Call Center...
Page 7: Table Of Contents
Section A: User administration User types in Symposium Express Call Center ..... . . 58 Resetting desktop passwords ........60 Changing desktop passwords .
Page 8 Configuring call routing ........166 viii Standard 2.0 Symposium Express Call Center...
Page 9 March 2005 Configuring switch resources Overview........... . 172 Section A: Working with CDNs Overview of CDNs .
Page 10 Reserved words..........236 Glossary Standard 2.0 Symposium Express Call Center...
Page 11: In This Chapter
C h a p t e r 1 Getting started In this chapter Overview Section A: About call centers Section B: Connecting to the server Call Center Management Guide...
Page 12: Overview
Optional features Some of the features described in this guide are optional. To determine which features you have access to, Nortel supplies a special code called a keycode that you use when you install the Symposium Express Call Center software. Fields and commands for features that you did not purchase are not available.
Page 13: What's New In This Release
What’s new in this release The following features described in this guide are new to Symposium Express Call Center Release 4.2: No charge to caller for calls that exceed ceiling When the number of calls arriving at the call center reaches the call ceiling...
Page 14 Getting started Standard 2.0 Symposium Express Call Center...
Page 15: Section A: About Call Centers
Section A: About call centers In this section Overview Call center objectives Switching and routing concepts Networking and Symposium Express Call Center How skillset priorities affect call routing Symposium Express Call Center components Call Center Management Guide...
Page 16: Overview
Whether callers are purchasing products, requesting service, or seeking information, the call center must have technology that delivers the timely service they expect. Symposium Express Call Center...
Page 17 Agent occupancy is the amount of time during a half-hour period that agents are on a call (talk time) or in post-call processing (Not Ready time). Symposium Express Call Center provides reports and displays that you can use to monitor agent occupancy, talk time, and Not Ready time.
Page 18: Service Level
20 seconds.” In this case, your service level is 80 percent and your threshold time is 20 seconds. Your actual service level, reported by Symposium Express Call Center, may be “77 percent of calls are answered within 20 seconds.” The server uses the following equation to calculate service level: {[(Calls Answered + Calls Abandoned) –...
Page 19: Call Center Objectives
Call center objectives Introduction To process calls efficiently, you must fully understand the objectives of the call center. Generally, a call center has three major objectives: Maximize call center efficiency. Maximize caller satisfaction. Analyze how your call center is functioning, and make decisions on how best to improve service.
Page 20 For example, you may want to know the average amount of time agents spend answering calls, or the number of abandoned calls. Symposium Express Call Center...
Page 21: Switching And Routing Concepts
Controlled directory number A controlled directory number (CDN) allows incoming calls to be queued into the switch and messages about these calls to be sent to Symposium Express Call Center. Symposium Express Call Center must acquire a CDN so that the system can track when calls are terminated at that CDN.
Page 22: Voice Port
Symposium Express Call Center. If you want to create All Trunks Busy (ATB) reports for the route, then you must acquire that route. You must add routes on Symposium Express Call Center to allow the routes to appear on reports and to allow the system to acquire them.
Page 23 All DNIS numbers used by Symposium Express Call Center must either auto- terminate on a Symposium Express Call Center CDN or use an IDC table to map to a Symposium Express Call Center CDN. For more information, contact your distributor.
Page 24: Networking And Symposium Express Call Center
For more information on this window, see page 149. If the remote system has a Symposium Express Call Center system configured, then the call is presented to an Express agent on a separate ACD key on the agent’s phoneset. Incoming calls “toggle” between Symposium Express Call Center skillset calls and NACD calls.
Page 25 ACD-DN calls. It shows the calls answered, conferenced, and transferred, as well as the total and average talk time for network and NACD calls. Refer to the Symposium Express Call Center Reports and Displays Guide for more information.
Page 26: How Skillset Priorities Affect Call Routing
1, and also queue the same calls to a General Sales skillset, configured as an overflow skillset, with a priority of 3. Symposium Express Call Center first queues calls to the European Vacations skillset. If the first overflow timer expires, then the call is queued to the overflow skillset, General Sales.
Page 27: Call Priority
For more information about agent to skillset assignments, see “Configuring agent to skillset assignments” on page 90. Example: BestAir Airlines The following section describes how the example call center of BestAir Airlines is set up. Types of calls BestAir Airlines handles the following three types of calls: Vacations Corporate Sales Customer Service...
Page 28: Skillset Assignments
Treatments wizard. For more information, refer to “Configuring call treatments” on page 141. Skillset assignments The following table shows BestAir Airline’s agent to skillset assignments: Agent Fred Brad Kris Mark Dave Carol Pete Skillset priority Corporate Vacations Sales Customer General Service Inquiries Symposium Express Call Center...
Page 29 Call routing The following illustration shows how calls coming in to BestAir Airline’s call center are routed, based on the information on page 28. A solid line indicates that a call is queued with a priority of 1. A broken line indicates that a call is queued with a priority of 2.
Page 30 (that is, there are no agents logged on to that skillset), then the call receives treatment configured in the Out of Service screen in the Call Treatment Wizard. Symposium Express Call Center...
Page 31: Symposium Express Call Center Components
Symposium Express Call Center consists of the following components: a server that is a customer-supplied PC on which the Symposium Express Call Center server software is installed. It must run either the Windows 2000 Server or Windows 2000 Advanced Server operating system with Service Pack 3 or higher;...
Page 32: Setup Options
Setup options There are two setup options for Symposium Express Call Center: There is always both a server and a client on the same PC running on Windows 2000 Server or Advanced Server, or Windows Server 2003 Advanced or Enterprise.
Page 33 The following diagram shows a single PC installation: Dial up networking Remote support Optional CallPilot Call Center Management Guide Windows 2000 Server/ Advanced Server Embedded LAN (ELAN) Optional Meridian Mail (without ACCESS link) Server software Client software Switch Optional third-party IVR MIRAN G101184...
Page 34 CallPilot Advanced Server Client software Customer LAN (CLAN) Client software Server software Embedded LAN (ELAN) Optional Meridian Mail (without ACCESS link) Windows 2000 Professional, Windows XP Professional Dial up networking Switch Optional third-party IVR MIRAN G101185 Symposium Express Call Center...
Page 35 Description As shown in the diagrams, Symposium Express Call Center operates in a client/server environment, although one PC acts as both the client and the server. The single PC installation facilitates remote support. The client software provides operational, administrative, and management (OA&M) control for the server.
Page 36 Getting started Standard 2.0 Symposium Express Call Center...
Page 37: Section B: Connecting To The Server
Section B: Connecting to the server In this section Configuring the server for the switch Logging on to the Symposium Express Call Center server Exploring the Administration window Creating a desktop shortcut Call Center Management Guide...
Page 38: Configuring The Server For The Switch
Your distributor configures the server to work with the switch. If the switch is not configured, then contact the distributor to install and configure your system. Once your distributor installs and configures your Symposium Express Call Center, you can perform the tasks outlined in this guide.
Page 39: Logging On To The Symposium Express Call Center Server
Note: The server and one client reside on the same computer. You can also install the client software on additional computers. When you access the server system from a client PC, you see the Nortel Networks SMI Logon dialog box. The Nortel Networks SMI Logon dialog box is the security barrier to unauthorized users.
Page 40 Result: The server icon appears in the SMI Workbench folder. g. Double-click the server icon in the SMI Workbench folder. Result: The client workstation connects to the server, and the Nortel Networks SMI Login dialog box appears. Note: If the connection fails, then a message indicates a problem with connecting to the server.
Page 41: Exploring The Administration Window
Opening the Administration window To open the Administration window, you must first log on to the server. For more information, see “Logging on to the Symposium Express Call Center server” on page 39. If you log on to the server using the customer administrator user ID, then you can see all of the icons for these tasks.
Page 42: User Administration
View online Help. Change your password. View and print the call center configuration report. Shut down the call center. Close all of the windows and disconnect from Symposium Express Call Center. Reports and displays View real-time displays and set thresholds.
Page 43: System Administration
System administration Run Symposium Express Call Center database backups. Import data from the switch. Use Advanced functions. Call Center Management Guide...
Page 44: Creating A Desktop Shortcut
You can use a different Windows user ID and password from the ones that the installer used to install Symposium Express Call Center. If so, you may not see the desktop shortcut that you need to access the system.
Page 45: Managing Call Presentation
C h a p t e r 2 Managing call presentation In this chapter Overview Adding call presentation classes Changing call presentation class properties Printing, previewing, and exporting a list of call presentation classes Deleting call presentation classes Call Center Management Guide...
Page 46: Overview
Overview Introduction Symposium Express Call Center allows you to specify how calls are presented to agents. Agents control their readiness to receive calls by logging on to their phonesets and placing their phonesets in a Ready state. Call presentation classes A call presentation class is a set of call presentation options that you can assign to an agent.
Page 47 Call Routing wizard, which can include music, silence, or a recorded announcement. For more information, see Chapter 6, “Configuring call treatments and call routing.” Symposium Express Call Center routes calls to agents according to their skillsets. For more information, see Chapter 4, “Configuring skillsets.”...
Page 48: Adding Call Presentation Classes
(DN) calls on hold for incoming call center calls To add call presentation classes In the Administration window, from the User Administration drop-down menu, choose Call Presentation. Result: The Call Presentation window appears. Symposium Express Call Center...
Page 49 Click Add. Result: The Call Presentation Class Properties dialog box appears. Enter a name for the call presentation class. Set the call presentation method. IF the call is to be answered automatically on the agent phoneset without the agent having to press the Incalls key to accept the call Note: The agent must use a headset to use this option.
Page 50: What's Next
To assign the call presentation class to an existing agent, see “Changing user properties” on page 74. THEN a. check After call, break for. b. specify the length of time for the break. a. check After call, break for. Symposium Express Call Center...
Page 51: Changing Call Presentation Class Properties
Changing call presentation class properties Introduction Follow the procedure in this section to change the properties of a call presentation class. When you change the properties of a call presentation class, the changes take effect immediately for new calls that are presented to the agents who belong to that class.
Page 52: Printing, Previewing, And Exporting A List Of Call Presentation Classes
File ➝ Print Preview. b. in the Print preview dialog box, click All or Selection, and then click Print Preview. c. in the report window that appears, click Export on the toolbar, and then choose the Export options. Symposium Express Call Center...
Page 53: Deleting Call Presentation Classes
Notes: You cannot delete the default call presentation class that is installed with Symposium Express Call Center. You cannot delete a call presentation class if it is assigned to an agent. You must assign another call presentation class to the agent first.
Page 54 Managing call presentation Standard 2.0 Symposium Express Call Center...
Page 55: Managing Users
C h a p t e r 3 Managing users In this chapter Overview Section A: User administration Section B: Configuring users Call Center Management Guide...
Page 56: Overview
Introduction This chapter provides an overview of user administration, and describes the various types of users and their access privileges on Symposium Express Call Center. This chapter also gives the procedures to add new users, and to change the properties for existing users.
Page 57: Section A: User Administration
Section A: User administration In this section User types in Symposium Express Call Center Resetting desktop passwords Changing desktop passwords Call Center Management Guide...
Page 58: User Types In Symposium Express Call Center
This section describes the types of users in the system and their access levels. Symposium Express Call Center requires that each user supply a user ID and password to log on. The user ID and password vary with the type of user. Each type of user has different system access levels.
Page 59 Adding user accounts to the system For information about adding user accounts to Symposium Express Call Center, see Section B: “Configuring users” on page 65. Call Center Management Guide...
Page 60: Resetting Desktop Passwords
Note: User IDs and passwords are case-sensitive. To reset desktop passwords In the Administration window, from the User Administration drop-down menu, choose Agent/Supervisor Administration. Result: The Agent/Supervisor Administration window appears. Select the user whose desktop password you want to reset. Symposium Express Call Center...
Page 61 Choose File ➝ Properties. Result: The User Property Sheet appears. Check Reset Password. Click Save to return to the Agent/Supervisor Administration window. Result: The following message appears: Click OK. Result: The user can now log on using the default password. To return to the Administration window, choose File ➝...
Page 62 Only a system administrator can reset the password for the custadmin user ID. If you forget this password, contact your Nortel distributor for support. Note: If you attempt to log on with the custadmin user ID but cannot provide the correct password, you are locked out of the system after the third attempt.
Page 63: Changing Desktop Passwords
Note: User IDs and passwords are case-sensitive. To change desktop passwords Log on to Symposium Express Call Center with the user ID of the user whose password you want to change. Result: The Administration window appears. Click Password.
Page 64 Managing users Standard 2.0 Symposium Express Call Center...
Page 65: Section B: Configuring Users
Section B: Configuring users In this chapter Overview Adding supervisors Adding agents Changing user properties Deleting users Call Center Management Guide...
Page 66: Overview
When supervisors view real-time displays, they can filter the displays to show all reporting agents, or only reporting agents who are logged on. Supervisors and reports The agent performance and short calls reports are sorted by supervisor. Symposium Express Call Center...
Page 67 Agent roaming Supervisors are associated with a specific phoneset, which is specified in the position ID. Keys on the supervisor phonesets are programmed to allow supervisors to communicate with their agents. This means that supervisors must always log on to the same phoneset. Agents, however, can log on to any available phoneset.
Page 68: Adding Supervisors
Introduction Follow the procedure in this section to add a supervisor or a senior supervisor user account to Symposium Express Call Center. You must add these accounts so that supervisors and senior supervisors can access the server. Note: You can add a maximum of 15 supervisors.
Page 69 Click Add. Result: The User Property Sheet appears. Complete the General section by entering information into the following boxes: First Name: The supervisor’s given name. Last Name: The supervisor’s family or surname. Title: The supervisor’s job title. Language: The supervisor’s preferred language. Department: The name of the department with which the supervisor is associated.
Page 70 Note: If you click Apply or OK before you complete the required boxes, the system prompts you to finish them. Result: The new supervisor appears in the list in the Agent/Supervisor Administration window. To return to the Administration window, choose File ➝ Close. Symposium Express Call Center...
Page 71: Adding Agents
Adding agents Introduction An agent receives incoming customer calls. When you add an agent account, you must define the following properties: the agent’s phoneset information the agent’s call presentation class the agent’s supervisor Note: You can add a maximum of 150 agents. To add an agent In the Administration window, from the User Administration drop-down menu, choose Agent/Supervisor Administration.
Page 72 Last Name: The agent’s family or surname. Title: The agent’s job title. Language: The agent’s preferred language. Department: The name of the department with which the agent is associated. Comments: Additional information about the agent. This box is optional. Symposium Express Call Center...
Page 73 Complete the Phone Set section by entering information into the following boxes: Login ID: The four-digit number that the agent uses to log on to the phoneset to take call center calls. Personal (Phantom) Ext: The agent’s personal extension (DN). This box is optional.
Page 74: Changing User Properties
Choose File ➝ Properties. Result: The User Properties Sheet appears. Make changes to the user’s properties as required. Click Save. Result: You return to the Agent/Supervisor Administration window. To return to the Administration window, choose File ➝ Close. Symposium Express Call Center...
Page 75: Deleting Users
Deleting users Introduction Follow the procedure in this section to delete a user account from Symposium Express Call Center. Before you begin You cannot delete a supervisor who still has assigned agents. Before you can delete a supervisor account, you must perform either of the following tasks: Reassign the agents to another supervisor.
Page 76 Managing users Standard 2.0 Symposium Express Call Center...
Page 77: Configuring Skillsets
C h a p t e r 4 Configuring skillsets In this chapter Section A: Using skillsets Section B: Adding and deleting skillsets Section C: Configuring agent to skillset assignments Call Center Management Guide...
Page 78 Configuring skillsets Standard 2.0 Symposium Express Call Center...
Page 79: Section A: Using Skillsets
Section A: Using skillsets In this section About skillsets Skill-based routing Call Center Management Guide...
Page 80: About Skillsets
After completing the courses, he was assigned to the Vacations skillset. Through courses, travel, and constant reading, James has developed additional expertise in European travel issues. He is now also a member of both the Europe and the Vacations skillsets. Symposium Express Call Center...
Page 81 Default skillset Your distributor defines one skillset on the Symposium Express Call Center system as the default skillset. All agents are logged on to the default skillset. If no other skillset can handle the call, the default skillset ensures that it will be queued.
Page 82: Skill-Based Routing
James Jones was able to give Sandra information about the British Rail pass. He also sent her the British Rail information, a list of bed and breakfasts, and a description of the tour packages that are available. Symposium Express Call Center...
Page 83: Section B: Adding And Deleting Skillsets
Section B: Adding and deleting skillsets In this section Adding skillsets Deleting skillsets Call Center Management Guide...
Page 84: Adding Skillsets
Adding skillsets Introduction Follow the procedure in this section to add a new skillset to Symposium Express Call Center. To add skillsets In the Administration window, from the User Administration drop-down menu, choose Agent/Skillset Assignment. Result: The Agent/Skillset Assignment window opens.
Page 85 Choose File ➝ Add Skillset. Result: The New Skillset dialog box appears. Enter the name of the new skillset. Note: The skillset name can include a–z, A–Z, 0–9, spaces, and underscores. However, the name must be unique, and the first character cannot be a number.
Page 86: Deleting Skillsets
Result: The Agent/Skillset Assignment window opens. Choose File ➝ Delete Skillset. Result: The Delete Skillset dialog box appears. Select the skillset that you want to delete. Click OK. Result: The skillset disappears from the Agent/Skillset Assignment window. Symposium Express Call Center...
Page 87: Section C: Configuring Agent To Skillset Assignments
Section C: Configuring agent to skillset In this chapter Overview Configuring agent to skillset assignments Call Center Management Guide assignments...
Page 88: Overview
Symposium Express Call Center provides four levels of skillset priority: 1 is the highest level and 4 is the lowest level. If an agent has a priority of 0 for a skillset, then the agent is not assigned to that skillset.
Page 89 Changing skillset assignments You assign and change agent to skillset assignments and priority levels on the Agent/Skillset Assignment window. You may need to temporarily assign agents to different skillsets for the following reasons: for early morning and late evening shifts, when few agents are available to cover other agents’...
Page 90: Configuring Agent To Skillset Assignments
Click in the intersecting point for the Agent/Skillset Assignment priority level. Enter a priority from 1 to 4, where 1 is the highest priority. Note: The default value is 0, which means that the agent is not assigned to the skillset. Symposium Express Call Center...
Page 91 Repeat this step for each priority you want to change. Tip: Press Tab to advance to the next skillset. Choose File ➝ Save. Result: A dialog box appears confirming that you have saved the setting. The changes that you made take effect immediately. To return to the Administration window, choose File ➝...
Page 92 Configuring skillsets Standard 2.0 Symposium Express Call Center...
Page 93: Configuring Voice Services
C h a p t e r 5 Configuring Voice Services In this chapter Overview Types of Voice Services treatments Configuring a transfer to a DN treatment Configuring a comfort message treatment Configuring a prompt/collect digits treatment Configuring a voice menu treatment Configuring additional voice menu treatments Using prompt/collect digits treatments Call Center Management Guide...
Page 94: Overview
If you are using Voice Services treatments, you configure the Voice Services treatments before you configure call treatments. For more information on configuring call treatments, see Chapter 6, “Configuring call treatments and call routing” on page 131. Symposium Express Call Center...
Page 95: Types Of Voice Services Treatments
An operator will be with you shortly.” Prompt/collect digits Note: This is a Symposium Express Call Center keycode-enabled feature. To use this feature, you must have Symposium TAPI Service Provider and Symposium Agent installed, or another agent software that is compatible with Symposium TAPI Service Provider.
Page 96 For example, a pre-verification prompt might be Your account number is ... Press any key if this is correct is an example of a post-verification prompt. sign.” Symposium Express Call Center...
Page 97 March 2005 Configuring Voice Services Multiple digit collection The prompt/collect digits treatment can prompt the caller to enter multiple sets of digits if you set up multiple-digit collection (that is, groups of several prompt/ collect digits treatments). This is done by adding a prompt/collect digits treatment as an after-treatment to an existing prompt/collect digits treatment.
Page 98: Voice Menu
Voice Services treatments to meet your requirements The Symposium Express Call Center Voice Services feature is extremely flexible. You can decide to have only a single treatment, or you can have a multi- layered system using a combination of all types of Voice Services treatments operating at different levels.
Page 99 If the current limits are too little for a particular system, Nortel recommends using Meridian Mail to provide Voice Services to the call center.
Page 100: Configuring A Transfer To A Dn Treatment
Use this procedure to configure a transfer to a DN Voice Services treatment. To configure a transfer to a DN treatment In the Administration window, from the Call Administration drop-down menu, choose Voice Services. Result: The Voice Services Administration window appears. Symposium Express Call Center...
Page 101 Click Add. Result: The Properties - Treatment dialog box appears. Enter a Treatment ID. This number is used to identify the treatment in the Call Routing wizard. Each treatment must have a unique treatment ID. Enter a name for the treatment. Note that this is just a descriptive name. Select the Card Name and Language from the drop-down lists.
Page 102: Configuring A Comfort Message Treatment
Use this procedure to configure a comfort message Voice Services treatment. To configure a comfort message treatment In the Administration window, from the Call Administration drop-down menu, choose Voice Services. Result: The Voice Services Administration window appears. Symposium Express Call Center...
Page 103 Click Add. Result: The Properties - Treatment dialog box appears. Enter a Treatment ID. This number is used to identify the treatment in the Call Routing wizard. Each treatment must have a unique treatment ID. Enter a name for the treatment. Note that this is just a descriptive name. The actual file name is entered in the Location box.
Page 104 Result: The DN number dialog box appears. Enter the DN of the phone you want to use to record the message, and then click OK. Result: The phone rings. Answer the phone. Result: Recording begins as soon as the phone is answered. Symposium Express Call Center...
Page 105 Record your message. When you finish recording your message, hang up. To replay your message, click Play. Result: The DN number dialog box appears. Enter the DN of the phone you want to use to play the message, and then click OK.
Page 106: Configuring A Prompt/Collect Digits Treatment
(in the form of SBC files) for each digit 0–9. These prompts are played to callers after they select the terminate key during digit collection. In the Administration window, from the Call Administration drop-down menu, choose Voice Services. Result: The Voice Services Administration window appears. Symposium Express Call Center...
Page 107 Click Digits. Note: The Digits button does not appear unless you have purchased the prompt/collect digits keycode feature. Result: The Digit Prompts window appears. Add and record a new SBC file for each digit (0–9) as follows: Note: The verify option can be enabled or disabled in the Properties - Treatment dialog box.
Page 108 Note: Store the SBC files in a safe location to prevent deletion. Nortel Networks recommends that you store them in a folder called Digits on the PCMCIA card.
Page 109 If you want to rerecord the digit, click Yes. Result: The DN number dialog box appears. e. Enter the DN of the phone you want to use to record the digit, and then click OK. Result: The phone rings. Answer the phone. Recording begins as soon as the phone is answered.
Page 110 If you intend to use the verification option, you must first configure digit voice prompts. For more information, see “To configure digit voice prompts” on page 106. In the Administration window, from the Call Administration drop-down menu, choose Voice Services. Result: The Voice Services Administration window appears. Symposium Express Call Center...
Page 111 Click Add. Result: The Properties - Treatment dialog box appears. Enter a Treatment ID. This number is used to identify the treatment in the Call Routing wizard. Each treatment must have a unique treatment ID. Enter a name for the treatment. Note that this is just a descriptive name. The actual file name is entered in the Location box.
Page 112 If you want the prompt/collect digits treatment to be configured as part of another Symposium Express Voice Services treatment (that is, used as a Greeting announcement in a Symposium Express call treatment), you must select the SECC Controlled options box. This enables the Return To Queue default option.
Page 113 Prompt/Collect Digits Voice Menu Click Apply. Click Record. Result: If the prompt has already been recorded, the following dialog box appears: If you want to rerecord the prompt, click Yes. Result: The DN number dialog box appears. Enter the DN of the phone you want to use to record the message, and then click OK.
Page 114 Administration window. (In the Administration window, from the Call Administration drop-down menu, choose Voice Services.) Result: The Voice Services Administration dialog box opens. Select the prompt/collect digits treatment you configured in the previous procedure. From the menu, select Configuration ➝ Verification Prompts. Symposium Express Call Center...
Page 115 In the Configuration menu, select Verification Prompts. Result: The Pre/Post verification prompts dialog box opens. Notes: The names of the prompts and the locations where they are stored are automatically generated and cannot be modified. Verification prompts are optional. You can choose to record either or both a pre- and post-verification prompt, or none at all.
Page 116 Answer the phone. Listen to the playback. Result: The phone is disconnected as soon as the playback ends. In the Post Verification Prompt section, click Record to record the prompt. Repeat steps 5 to 12. Click OK. Symposium Express Call Center...
Page 117: Configuring A Voice Menu Treatment
Configuring a voice menu treatment Introduction Use this procedure to configure a voice menu Voice Services treatment. To configure a voice menu treatment In the Administration window, from the Call Administration drop-down menu, choose Voice Services. Result: The Voice Services Administration window appears. Call Center Management Guide...
Page 118 The file name can contain only digits 0–9 and the characters A–F. The file name cannot begin with the digit 0. The file name can have a maximum of eight characters (plus extension). The file name must end in the extension .sbc. Symposium Express Call Center...
Page 119 Decide if this treatment is to be SECC Controlled (that is, controlled by Symposium Express Call Center). Note: If it is SECC Controlled, it can be referenced by an Express call treatment when you configure call routing (see “Configuring call treatments and call routing”...
Page 120 When you finish recording your message, hang up. To replay your message, click Play. Result: The DN number dialog box appears. Enter the DN of the phone you want to use to play the message, and then click OK. Result: The phone rings. Symposium Express Call Center...
Page 121 Answer the phone. Listen to the playback. Result: The phone is disconnected as soon as the playback ends. Click Cancel to exit. Result: The Properties - Treatment dialog box closes. Call Center Management Guide...
Page 122: Configuring Additional Voice Menu Treatments
To configure additional voice menu treatments In the Administration window, from the Call Administration drop-down menu, choose Voice Services. In the Symposium Express Call Center Administration window, double-click Voice Services Administration. Result: The Voice Services Administration window appears. Symposium Express Call Center...
Page 123 In the Voice Services Administration window, double-click the voice menu treatment you configured. Result: The Voice Menu Properties dialog box appears. Highlight the voice menu treatment. Call Center Management Guide...
Page 124 Select the Card Name from the drop-down list. Enter a description of the treatment (optional). Choose the type of treatment or action to take for the voice menu. Choose one of the following options: Comfort Message Prompt/Collect Digits Symposium Express Call Center...
Page 125 Submenu Transfer to DN Repeat Go Back IF you select Comfort Message Prompt/Collect Digits Submenu Transfer to ====> DN Repeat, Go Back Call Center Management Guide THEN continue with step 11 of “To configure a comfort message treatment” on page 102. continue with step 9 of “To configure a prompt/ collect digits treatment”...
Page 126: Using Prompt/Collect Digits Treatments
Introduction Prompt/collect digits treatments can be configured as front ending or as part of a Symposium Express Call Center call treatment (referred to as an SECC Controlled treatment). Symposium Express Call Center Controlled prompt/collect digits treatments can only be configured as Greeting Announcements.
Page 127 CDN, and into the control of Symposium Express Call Center. Voice menu choices can be used to establish the relevant treatment and the most relevant transfer CDN (route into Symposium Express Call Center). This helps to ensure that the caller is routed to the correct skillset.
Page 128 Result: The Add ACD DN dialog box appears. Enter the ACD DN number. Check whether the ACD DN front ends the call center, and then click OK. Select a treatment for the ACD DN from the drop-down list. Click OK. Symposium Express Call Center...
Page 129 To add a prompt/collect digits treatment as a greeting announcement You can add a prompt/collect digits treatment (or any other Voice Services treatment) as a greeting announcement in a Symposium Express Call Center call treatment. To do so, include the Voice Services Treatment ID and Voice Services IVR ACD number in the Announcements section of the Call Treatments application.
Page 130 Prompt/collect digits treatments may only be used as greeting announcements. WAIT 1 /2, and so on, is not supported. For more information on creating Symposium Express Call Center call treatments, see Chapter 6, “Configuring call treatments and call routing.” Symposium Express Call Center...
Page 131: Configuring Call Treatments And Call Routing
C h a p t e r 6 Configuring call treatments and call routing In this chapter Overview Section A: Configuring call treatments Section B: Configuring call routing Call Center Management Guide...
Page 132: Overview
Switch resources are devices that are configured on the switch and acquired by Symposium Express Call Center. The acquisition of switch resources notifies the switch to send messages regarding the resources to Symposium Express Call Center. These resources are CDNs, routes, voice ports, IVR ACD-DNs, and ACD phonesets.
Page 133 Expected Wait Time and Position in Queue inform callers of their expected wait time Nortel does not recommend using Expected Wait Time and Position in Queue together. The actual expected wait time should only be played in unusual circumstances, and the actual position in queue should not be played.
Page 134 Between 2 and 5 minutes Over 5 minutes Nortel recommends that the Expected Wait Time feature only be used in single- priority systems. If calls of a different priority are queued to a skillset, then they may be placed higher in the queue than lower priority calls. This can lead to inaccurate announcements.
Page 135 Busy and overflow treatment You can configure busy and overflow treatments to handle calls when the call center is very busy. Symposium Express Call Center bases busy and overflow treatments on the overflow treatment levels that you set in the Call Treatment wizard.
Page 136 Busy and overflow treatment diagram The following diagram shows how busy and overflow treatments work in Symposium Express Call Center: Symposium Express Call Center...
Page 137 The call arrives at the Symposium Express Call Center CDN. Symposium Express Call Center checks the global busy ceiling level for the call center, and determines the number of active calls. If the number of active calls equals or exceeds the global ceiling, one of the following...
Page 138 DN. (The caller is charged for this call as a result of the front-ending system.) If the global ceiling is not exceeded, Symposium Express Call Center checks the busy ceiling for the CDN/DNIS/CLID. If the number of active...
Page 139: Emergency Treatment
routes the call to a DN plays a busy announcement after the second overflow threshold is passed Emergency treatment You can configure how to handle calls when your call center is experiencing an emergency, or when all of the agents are logged off during business hours. Choose between playing an announcement or routing calls to a DN.
Page 140 The Master script and treatment scripts are edited when any changes are made to the Call Routing wizard. The capacity of Symposium Express Call Center 4.2 is as follows: 75 CDNs, 2000 CLIDs, 500 DNIS, and 32 treatment scripts.
Page 141: Section A: Configuring Call Treatments
Section A: Configuring call treatments In this section Adding call treatments Configuring emergency treatment Activating the emergency state Call Center Management Guide...
Page 142: Adding Call Treatments
Before you create call treatments and configure call routing, you must ensure the following: The switch is installed and configured. The Symposium Express Call Center server and client software are installed. CallPilot, Meridian Mail, or MIRAN is installed and configured (optional).
Page 143 ATTENTION Use the Script Upgrade utility to save all Symposium Express Call Center 2.0 scripts to a .upg file prior to a Symposium Express Call Center 2.0 to Symposium Express Call Center 4.2 upgrade. Then retrieve and reinstall all scripts after the upgrade has been successfully completed.
Page 144 The name must not exceed 25 characters in length. The name must not start with a numeric character. The name must not include any of the reserved words shown in Appendix C, “Reserved words list.” Result: The Hours Of Business dialog box appears. Symposium Express Call Center...
Page 145 Select the days of the week and the hours during which the call center is open. Note: Enter the hours in 24-hour clock format (hh:mm). If your call center is open 24 hours a day, then the start time is 0:00 and the end time is 23:59.
Page 146 THEN enter the mailbox number in the box to the right. Routing to a number allows the caller to reach an auto-attendant, remote agent, or mailbox, depending on how the number is configured on the switch. Symposium Express Call Center...
Page 147 you select Route calls to this skillset you select Play an out of hours announcement To configure a treatment for calls when the call center is open but there are no agents logged on to the assigned skillsets, ensure that you select an option in the Skillset Out of Service Treatment box.
Page 148 Note: You select lower priority skillsets when you configure call routing. For more information, see step 6 in “To configure how calls are routed to skillsets” on page 166. Symposium Express Call Center...
Page 149 IF you want to trigger the first overflow based on the number of calls in the queue Do the following if you want to configure a second overflow treatment: a. Ensure that Second Overflow Treatment On/Off is checked. b. If you want to trigger the second overflow treatment based on the time the call has been waiting in the queue, check the seconds button, and then enter the amount of time.
Page 150 Expected Wait Time and Position in Queue treatments. Configure the voice segments to play for Expected Wait Time and Position in Queue. For more information on Expected Wait Time and Position in Symposium Express Call Center...
Page 151 Queue, refer to “Using Expected Wait Time and Position in Queue” on page 133. IF you want to configure Expected Wait Time configure Position In Queue a. in the Voice Services/CallPilot/MMail Click Next. Result: The Announcements dialog box appears. Call Center Management Guide THEN a.
Page 152 THEN select the route to which callers are transferred to hear announcements. a. enter the number to which callers are transferred to hear an announcement. b. enter the treatment ID stored in CallPilot or Meridian Mail. Symposium Express Call Center...
Page 153 Notes: a. The option to play a Wait announcement enables you to inform the caller of the amount of time he or she can expect to wait before the call is answered, and the position his or her call occupies in the queue. These options (Expected Wait Time and Position in Queue) are keycoded options.
Page 154: Configuring Emergency Treatment
To configure emergency treatment In the Administration window, from the Call Administration drop-down menu, choose Call Treatment. Click Emergency. Result: The Emergency Options dialog box appears. Symposium Express Call Center...
Page 155 Indicate how Symposium Express Call Center should handle emergency situations. IF you select Route calls to this number enter the mailbox number in the box to Play an Emergency announcement Click OK to return to the Call Treatment window. Call Center Management Guide THEN the right.
Page 156: Activating The Emergency State
“Configuring emergency treatment” on page 154 takes effect. Note: Symposium Express Call Center does not automatically log agents off when you activate the emergency state. Calls do not reach agents when the call center is in the emergency state because callers either hear the emergency announcement, or the call is routed to a DN.
Page 157 To deactivate the emergency state Log on to Symposium Express Call Center using the customer administrator’s user ID (custadmin). Click the bottom light in the stop light at the bottom left side of the window. Result: The following message appears: Click Yes.
Page 158 Configuring call treatments and call routing Standard 2.0 Symposium Express Call Center...
Page 159: Section B: Configuring Call Routing
Section B: Configuring call routing In this section How call routing works Planning call routing Configuring call routing Call Center Management Guide...
Page 160: How Call Routing Works
Note: To route calls based on CLID or DNIS, the CLID or DNIS number must have been entered in the Symposium Express Call Center database. If you have not configured call routing based on a specific number (CLID, DNIS, or CDN) selected in the Call Routing Wizard, calls receive default routing.
Page 161 RAN card or MIRAN to record and play announcements. RAN or MIRAN use existing routes to play announcements. Since these routes are configured on the switch and acquired by Symposium Express Call Center, you only need to choose the routes to use for announcements.
Page 162 Types of announcements You can configure Symposium Express Call Center to play the following types of announcements: An initial greeting. This plays when the call first enters the system. A wait announcement. This announcement plays when the call has been in the queue for a specified amount of time.
Page 163: Planning Call Routing
(for example, routing a specific caller to a specific skillset or agent). Note: Symposium Express Call Center does not support routing calls to a specific agent. However, you can accomplish the same result by creating a skillset and assigning only one agent to it.
Page 164 To help plan call routing, you can create a flowchart or an illustration to outline the intended path the call will follow once it enters Symposium Express Call Center. A flowchart helps you to visualize the path, and allows you to determine when to give treatments to the call and when you can collect data for reporting purposes.
Page 165 March 2005 Configuring call treatments and call routing You can configure the amount of time that Symposium Express Call Center waits between announcements. In this example, there is a 10-second delay between announcements. Play Is there an Is the call center...
Page 166: Configuring Call Routing
You need to know how calls are routed to skillsets and how they are prioritized (by CLID, DNIS, CDN, or a combination of these numbers). Note: If Symposium Express Call Center does not successfully route the call, then the switch takes control of the call.
Page 167 Click Yes to continue. Result: The Call Routing dialog box appears. Tip: If you want to route certain calls to a specific agent, then create a skillset for that agent only. Indicate how to route incoming calls. you select CLID Routing Call Center Management Guide THEN click Add phone number, and enter the...
Page 168 Enter the CDN number and the CDN script name. Result: The number appears in the DN column. Note: The name must not include any of the reserved words shown in Appendix C, “Reserved words list.” Symposium Express Call Center...
Page 169 In the Incoming call priority list, click the intersection point of the DN number and the skillset, and select a priority level. Note: You have a choice of routing a call to one of six priorities. Three are high priority and three are low priority (overflow). The high priorities are denoted as 1, 2, and 3.
Page 170 CLID digit string use placeholders only in the CLID intrinsic use both wildcards and placeholders in a CLID digit string, with the above rules still applying to wildcard and placeholder placement Symposium Express Call Center...
Page 171: Configuring Switch Resources
C h a p t e r 7 Configuring switch resources In this chapter Overview Section A: Working with CDNs Section B: Working with phonesets Section C: Working with activity codes Section D: Working with DNISs Call Center Management Guide...
Page 172: Overview
Overview Introduction You must configure a number of resources on Symposium Express Call Center that have already been configured on the switch. Acquired resources These resources include Controlled Directory Numbers (CDNs) phonesets voice ports routes Note: The server must acquire a route if you want to be able to generate All Trunks Busy reports for that route.
Page 173: Other Resources
Information that is configured at the switch must match the configuration on Symposium Express Call Center to ensure that the switch and the system can communicate and function properly.
Page 174 Configuring switch resources Standard 2.0 Symposium Express Call Center...
Page 175: Section A: Working With Cdns
Section A: Working with CDNs In this section Overview of CDNs Adding CDNs Acquiring and deacquiring CDNs Other procedures for CDNs Call Center Management Guide...
Page 176: Overview Of Cdns
Introduction A controlled directory number (CDN) enables incoming calls to be queued into the switch and messages to be sent to Symposium Express Call Center regarding these calls. To ensure that Symposium Express Call Center can track when calls are terminated at that CDN, you must first add a CDN at the switch, and then add it at the server.
Page 177: Adding Cdns
To enable the server to acquire a CDN, you must do the following: Define the CDN at the switch. Add the CDN on Symposium Express Call Center. Before you begin Make sure that the CDN is configured on the switch. For more information, refer to the Planning, Installation, and Administration Guide.
Page 178 After you finish Now that you have added the CDN, you must acquire it to enable the system to track calls terminated on it. To acquire the CDN, see “Acquiring and deacquiring CDNs” on page 179. Symposium Express Call Center...
Page 179: Acquiring And Deacquiring Cdns
Introduction Follow this procedure to request the system to acquire or deacquire a CDN. Symposium Express Call Center must acquire a CDN so that it can track when calls are terminated at that CDN. Note: Nortel Networks recommends that you deacquire a CDN before you configure it on the switch.
Page 180: Other Procedures For Cdns
This procedure does not delete the CDN from the switch. In the CDNs window, select the CDNs you want to delete, and then choose File ➝ Delete. For step-by-step instructions, press F1 to access the online Help. Symposium Express Call Center...
Page 181: Section B: Working With Phonesets
Section B: Working with phonesets In this section Overview of phonesets Adding phonesets Acquiring and deacquiring phonesets Other procedures for phonesets Call Center Management Guide...
Page 182: Overview Of Phonesets
Introduction You must add and acquire each phoneset at which agents and supervisors will log on to the system. When the Symposium Express Call Center acquires a phoneset, the switch begins sending messages about the phoneset to the server. Agent and supervisor phonesets Agents are not associated with a specific phoneset.
Page 183: Adding Phonesets
Adding phonesets Introduction You must add and acquire each phoneset that you want to use with Symposium Express Call Center so that the switch can send messages to the server when an agent logs on to the phoneset. Before you begin Configure the phoneset on the switch.
Page 184 To return to the SMI window, choose File ➝ Close. After you finish After adding the phoneset, you must acquire it so that the switch sends messages to the system when an agent logs on to the phoneset. Symposium Express Call Center...
Page 185: Acquiring And Deacquiring Phonesets
You must acquire each phoneset, so that the switch sends a message to the system when an agent logs on to the phoneset. Note: Nortel recommends that you deacquire a phoneset before you configure it on the switch. Before you begin Make sure that the phoneset is configured on the switch and has been added on Symposium Express Call Center (see “Adding phonesets”...
Page 186: Other Procedures For Phonesets
Not-Acquired, Deacquire Failed, or Acquired-Failed. You cannot delete a phoneset if it is Acquired. This procedure does not delete the phoneset from the switch. If this phoneset is a voice port type, the associated voice port is also deleted. Symposium Express Call Center...
Page 187 To modify a phoneset Note: If you need to modify, upgrade, or reconfigure a phoneset, you must ensure it is deacquired, and removed from Symposium Express Call Center and from the M1, M1 IE, or the Succession 1000 switch. Simply removing the phoneset from the ACD queue can lead to ACD corruption.
Page 188 Configuring switch resources Standard 2.0 Symposium Express Call Center...
Page 189: Section C: Working With Activity Codes
Section C: Working with activity codes In this section Overview of activity codes Adding activity codes Other procedures for activity codes Call Center Management Guide...
Page 190: Overview Of Activity Codes
“How did you hear about us?” Agents then enter the following activity codes, depending on the response they receive: 4597 newspaper 4598 radio 4599 television Call center management can generate activity code reports to determine which advertising medium is most effective. Symposium Express Call Center...
Page 191 Default activity codes There are two default activity codes in Symposium Express Call Center—the system default and the skillset default. Activity code If an agent does not press the activity code key during a call, then the call is automatically assigned the system default activity code. If an agent presses the activity code key twice during a call, then the call is assigned the skillset default activity code.
Page 192: Adding Activity Codes
For more information, refer to your switch documentation. To add activity codes In the Administration window, from the Switch Administration drop-down menu, choose Activity Codes. Result: The Activity Codes window appears. Symposium Express Call Center...
Page 193 Choose File ➝ New. Result: The Activity Code Properties property page appears. For Activity Code Name, enter a name for the activity code. For Activity Code Number, enter a number for the activity code. Click Save. Result: The activity code appears in the Activity Codes window. Repeat steps 2 to 5 for each activity code that you want to add.
Page 194: Other Procedures For Activity Codes
Note: You cannot delete the system default and the skillset default activity codes. From the SMI window, in the Activity Codes window, select the activity code you want to delete, and then choose File ➝ Delete. Symposium Express Call Center...
Page 195: Section D: Working With Dniss
Section D: Working with DNISs In this section Overview of DNISs Adding DNISs Other procedures for DNISs Call Center Management Guide...
Page 196: Overview Of Dniss
A dialed number identification service (DNIS) is a method by which the system recognizes the phone number dialed by the incoming caller. Agents can receive calls from customers calling in on different DNISs, and customize their response depending on the DNIS that appears on the phoneset display. Symposium Express Call Center...
Page 197: Adding Dniss
Adding DNISs Before you begin Before you configure a new DNIS, ensure that the CDN, ACD-DN, or Supplementary DN is configured on the switch. For more information, refer to your switch documentation. To add a DNIS In the Administration window, from the Switch Administration drop-down menu, choose DNISs.
Page 198 Service Level Threshold: Specify the time (in seconds) within which all calls coming through on this DNIS should be answered or abandoned. This threshold value is used in real-time displays. Click Save. Result: The DNIS appears in the list in the DNISs window. Symposium Express Call Center...
Page 199: Other Procedures For Dniss
Other procedures for DNISs To change the properties of a DNIS Note: You cannot change the number assigned to a DNIS once it has been saved. You must delete the DNIS and recreate it with a new number. In the DNISs window, select the DNIS you want to change, and then choose File ➝...
Page 200 Configuring switch resources Standard 2.0 Symposium Express Call Center...
Page 201: Using The Alarm Monitor
C h a p t e r 8 Using the Alarm Monitor In this chapter About the Alarm Monitor Clearing active alarms Call Center Management Guide...
Page 202: About The Alarm Monitor
Note: If you log on using a supervisor user ID, then you do not see the Alarm Monitor. Symposium Express Call Center generates alarms to notify you when minor, major, and critical system events occur. When you log on to Symposium Express Call Center, the Alarm Monitor automatically opens.
Page 203 To close the Alarm Monitor for the rest of your online session, choose File Exit. The Alarm Monitor opens again the next time you log on to Symposium Express Call Center. Note: If you do not want to close the Alarm Monitor for the rest of your session, then you can minimize it instead.
Page 204 Using the Alarm Monitor Standard 2.0 Symposium Express Call Center...
Page 205: Clearing Active Alarms
Clearing active alarms When to use The Alarm Monitor automatically clears active alarms when the condition that caused the alarm changes. You can also manually clear alarms before the problem is fixed to suit your operational requirements. Clearing alarms Clear an alarm to remove the selected alarm from the Alarm Monitor. The event that triggered the alarm remains logged on the Event Browser.
Page 206 Using the Alarm Monitor Standard 2.0 Symposium Express Call Center...
Page 207: Performing Backups
C h a p t e r 9 Performing backups In this chapter Overview Call Center Management Guide...
Page 208: Overview
Database backups One of the important jobs of a call center manager is to perform database (partial) backups. This backs up the Symposium Express Call Center database, which contains historical data, reports, and the current call center configuration. You need not shut down any services while the database backup is running.
Page 209: Restoring Data
Center Planning, Installation, and Administration Guide. Restoring data If you need to restore the Symposium Express Call Center database or the Voice Services PCMCIA card and database, or perform a complete restoration of your system after a system failure, refer to the Symposium Express Call Center Planning, Installation, and Administration Guide.
Page 210 Performing backups Standard 2.0 Symposium Express Call Center...
Page 211: Agent Phoneset Keys
A p p e n d i x A Agent phoneset keys In this appendix Display Waiting Calls key/lamp Unsupported agent phoneset keys Call Center Management Guide...
Page 212: Display Waiting Calls Key/Lamp
Supervisor phoneset display The DWC key and associated lamp configured on a supervisor’s phoneset do not support the display of any Symposium Express Call Center skillset information. If you press the DWC key on a supervisor’s phoneset, it shows ACD queue information for that supervisor, just as it currently does.
Page 213: Display Format
Symposium Express Call Center; therefore, the primary uses of this feature for Symposium Express Call Center supervisors are when the call center is handling Network ACD calls or operating in default mode and the Meridian 1 ACD features are routing the calls.
Page 214 Consider the following diagram with two agents logged on to two skillsets. Three calls are queued to the two skillsets: 10 11 12 10 11 12 13 14 15 16 n n 1 7 M A N D ➝ ➝ T ➝ L W A I ➝ Symposium Express Call Center...
Page 215 W A I T I N G DWC key lamp The DWC key lamp on a Symposium Express Call Center agent phoneset does not respond to calls in skillsets. It always remains dark in relation to skillset loading and activity. However, the lamp continues to respond to the call loading and activity in any ACD queues to which the agent is logged on, as determined by the configuration on the Meridian 1.
Page 216 ACD Waiting Calls key/lamp The ACD Waiting Calls (AWC) key/lamp is not supported in Symposium Express Call Center to indicate skillset information. Any AWC key/lamp defined on an agent’s or supervisor’s phoneset indicates information on the ACD DN for the phoneset, as configured on the Meridian 1.
Page 217: Unsupported Agent Phoneset Keys
Unsupported agent phoneset keys Unsupported keys Symposium Express Call Center does not support the following keys or report on them: Hotline Private line Voice call Dial Intercom Call Center Management Guide...
Page 218 Agent phoneset keys Standard 2.0 Symposium Express Call Center...
Page 219: Call-Flow Examples
A p p e n d i x B Call-flow examples In this appendix Overview Call-flow examples Call Center Management Guide...
Page 220: Overview
The prompt/collect digits feature involves the following four components: Symposium Express Call Center. Prompt/collect digits functionality is provided by the Symposium Express Call Center server using a new server .DLL file (IVRConnection.DLL). This library file provides a direct connection from Voice Services to the TAPI server.
Page 221 Description Contains general Message header information. This is the call ID assigned to the call as used by Express Call Center. This field is not required as the Network call ID has been provided above. The actual data collected from the...
Page 222 Message Header Result IE Cause IE Message Type For more information on the TAPI Service Provider, see the Nortel Networks Symposium TAPI Service Provider’s Programmers Guide, and the Nortel Networks Manager’s Guide for the Symposium TAPI Service Provider for Meridian.
Page 223: Call-Flow Examples
The number for the Voice Services IVR Queue is 6001. The number for the Symposium Express CDN is 4000. The call center is configured with one agent logged on to the system with a priority of 1 for the sales skillset. The agent is idle (that is, in an idle state). The sales skillset has been assigned to CDN 4000 using the call routing wizard.
Page 224 Call-flow examples Standard 2.0 The details of Treatment 1000 are illustrated in this dialog box. Symposium Express Call Center...
Page 225 March 2005 Call-flow examples The next Properties - Treatment dialog box illustrates the details of Treatment 1001. Call Center Management Guide...
Page 226: Call Process
Treatment 1000 is set as front ending and associated to queue 6001. Call process A call arrives at Symposium Express Call Center to the front ending Voice Services IVR Queue. Treatment 1000 asks for the customer’s number. The customer enters digits 1, 2, and 3, followed by the # key The digits are played (a verification prompt).
Page 227 11. Treatment 1001 asks for the customer’s bank account number. 12. The caller enters digits 1, 2, 3, and 4 for the bank account number. 13. These digits are replayed to the caller. 14. The caller confirms that the digits are correct. 15.
Page 228 - Collected digits are matched to their corresponding prompt file. Play post-verification announcement and wait for digit press to confirm. Timeout? Final 'PCD' in the chain - Send data to TAPI server. Process After treatment - Transfer to CDN 4000. Symposium Express Call Center...
Page 229 In the call-flow example on page 234, the following configuration was used: The number for the Voice Services IVR Queue is 6001. The number for the Symposium Express CDN is 4000. The call center is configured with one agent logged on to the system with a priority of 1 for the sales skillset.
Page 230 Call-flow examples Standard 2.0 The Voice Services IVR Queue is supplied to the call treatment wizard along with Treatment 1000. Symposium Express Call Center...
Page 231 March 2005 Call-flow examples This Properties - Treatment dialog box shows the configuration for Treatment 1000. Note: Verify is not checked, and the treatment is SECC Controlled. Call Center Management Guide...
Page 232 Note: Verify is checked. An after-treatment (Transfer to) is configured. Call process A call arrives at the Symposium Express Call Center CDN 4000. The call is presented with the Treatment 1000 greeting announcement. Treatment asks for the customer’s account number.
Page 233 These digits are replayed to the caller. The caller does not confirm. Treatment 1001 again asks for the customer’s number. 10. The customer enters a different set of digits—4, 4, 4, and 4 are entered. 11. These digits are replayed to the caller, and the caller confirms that they are correct.
Page 234 Remove last collected digits from local data Timeout? store (VS Service). Final 'PCD' in the chain - Send data to TAPI server. Process After treatment - Transfer to 3001. Symposium Express Call Center...
Page 235 A p p e n d i x C Reserved words list In this appendix Reserved words Call Center Management Guide...
Page 236: Reserved Words
Reserved words Introduction The following table lists words that are reserved for Symposium Express Call Center scripts. You must not use any of these words when naming skillsets, call treatments, or CDNs. ABANDON DISTURB ACTIVE DNIS AGENT ELSE AGENTS EMERGENCYTREAT...
Page 237 FIRSTWAITANNOU NCEMENT AUGUST AVERAGE FOREVER BROADCAST FORWARD BUSY FRENCH FRIDAY CALL FROM CALLQUEUEFLOW GERMAN CALLS GIVE CDNTREATMENTA GREETING SSIGNMENT CHANGE HANDLER CHARACTER HOLD CHINESE CLID IDLE COLLECT CONFERENCED CONSULTED INCOMING CONTINUOUS INFO CONTROLLED INHOURSOOS COUNT INTER DATA INTERNATIONAL Call Center Management Guide SESSION NONCONTROLLED SILENCE...
Page 238 DATE INTERRUPTIBLE INTO DECEMBER DEFAULT JANUARY DEQUEUE JAPANESE DIALED DIGIT JULY DIGITS DIRECT LANGUAGE DISCONNECT LEAST POSITION VALUE PRESENT VOICE PRIORITY WAIT PROMPT WAITING QUEUE WEDNESDAY QUEUECALL WEEK QUEUED WHERE QUEUES WHILE QUIT YEAR RATE Symposium Express Call Center...
Page 239 A resource configured on the switch that is under the control of the Symposium Express Call Center server. Resources must be configured with matching values on both the switch and the Symposium Express Call Center server. activated script A script that is processing calls or is ready to process calls.
Page 240 A table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls. This ensures that incoming calls not processed by Symposium Express Call Center will be queued to ACD groups and handled by available agents.
Page 241: Call Priority
See also skillset priority. call treatment The way Symposium Express Call Center handles a call while it is waiting to be answered by a call center agent. For example, a caller can hear a recorded announcement or music while waiting for an agent.
Page 242: Dialed Number Identification Service
A configured user who can log on to Symposium Express Call Center from a client PC. DHCP See dynamic host configuration protocol.
Page 243: Dynamic Host Configuration Protocol
ELAN See embedded local area network. embedded local area network A dedicated Ethernet TCP/IP LAN that connects Symposium Express Call Center and the switch. Emergency key A key on an agent’s phoneset that, when pressed by an agent, automatically calls his or her supervisor to notify the supervisor of a problem with a caller.
Page 244: Interactive Voice Response
The system tracks how often the value for the statistic falls below this value. Incalls key The key on an agent phoneset to which incoming ACD and Symposium Express Call Center calls are presented. Interactive voice response An application that allows telephone callers to interact with a host computer using prerecorded messages and prompts.
Page 245: Network Interface Card
Meridian 1 switch Meridian Mail A Nortel product that provides voice messaging and other voice and fax services. See Meridian Mail. music route A resource installed on the switch that provides music to callers while they wait for an agent.
Page 246 Pegging thresholds are used in reports. See Performance Enhancement Package. Performance Enhancement Package A Symposium Express Call Center supplementary software application that enhances the functionality of previously released software by improving performance, adding functionality, or correcting a problem discovered since the original release.
Page 247 phoneset display The display area on an agent’s phoneset where information about incoming calls can be communicated. private branch exchange A telephone switch, typically used by a business to service its internal telephone needs. A PBX usually offers more advanced features than are generally available on the public network.
Page 248: Service Level Threshold
The hardware that receives incoming calls and routes them to their destination. switch resource A device that is configured on the switch. For example, a CDN is configured on the switch, and then is used as a resource with Symposium Express Call Center. See also acquired resource. Symposium Express Call Center...
Page 249 Symposium Express Call Center call A call to a CDN that is controlled by Symposium Express Call Center. The call is presented to the Incalls key on an agent’s phoneset. TCP/IP See Transmission Control Protocol/Internet Protocol. telephony The science of translating sound into electrical signals, transmitting them, and then converting them back to sound.
Page 250: Voice Services
Voice Services A Voice Services card installed in the Meridian 1 switch, which provides front- end voice processing capability to Symposium Express Call Center. Customer- entered data in the form of digits entered through phoneset keys can be collected and used in call treatments. These treatments include recorded announcements, menu options, and screen pops.
Page 251 Index access class assigned to a user, changing the access rights and using this guide of different user types accessing the server, using the MAT Navigator ACD DNs mapping Voice Services treatments ACD Waiting Calls (AWC) key/lamp acquiring CDNs phonesets resources –...
Page 252 CLIDs clients closing, Alarm Monitor Comments field components of a call center components of Symposium Express Call Center configuring agent to skillset assignments skillsets the server for the switch users Controlled Directory Numbers, description controlled directory numbers. See CDNs...
Page 253 Help for Alarm Monitor hiding, Alarm Monitor hold, placing calls on to answer incoming calls Call Center Management Guide icons, adding for Symposium Express Call Center Incoming call priority matrix IVR ACD-DN description keycoded features Language field Last Name field...
Page 254 Route calls to this number field and emergencies and out-of-service hours Route calls to this skillset field routes description routing calls to a specific agent routing overview sample phoneset displays scripts Standard 2.0 – Symposium Express Call Center...
Page 255 March 2005 objectives security, managing server access rights using MAT Navigator to access service level description Service Level Threshold box setup options for Symposium Express Call Center described illustrated – severity levels critical major minor shortcuts, creating skill-based routing, example of use...
Page 256 Index Standard 2.0 voice ports description Voice Services mapping treatments to ACD DNs Symposium Express Call Center...
Page 257: Chapter,
_______________________________________________________________________________ _______________________________________________________________________________ Please mail your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel , Mervue Business Park, Galway, Ireland. Reader Response Form Nortel Symposium Express Call Center Product release 4.2...
Page 260 Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

Nortel Express User Manual

Getting Started

Section A: about Call Centers

Section B: Connecting to the Server

Chapter 2 Managing Call Presentation

Managing Users

Section A: User Administration

Section B: Configuring Users

Configuring Skillsets

Section A: Using Skillsets

Section B: Adding and Deleting Skillsets

Section C: Configuring Agent to Skillset Assignments

Configuring Voice Services

Chapter 5 Configuring Voice Services

In this Chapter Overview

Configuring Call Treatments and Call Routing

Section A: Configuring Call Treatments

Section B: Configuring Call Routing

Configuring Switch Resources

Section A: Working with Cdns

Section B: Working with Phonesets

Section C: Working with Activity Codes

Section D: Working with Dniss

Using the Alarm Monitor

Performing Backups

Agent Phoneset Keys

Call-Flow Examples

Quick Links

Need help?

Questions and answers

Related Manuals for Nortel Express

Summary of Contents for Nortel Express