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Nortel CallPilot 100 Administration Manual

Nortel CallPilot 100 Administration Manual

Basic call center telephone
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CallPilot 100/150
Basic Call Center
Telephone Administration
Guide
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Part No. P0607190 03
11 June 2004

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Summary of Contents for Nortel CallPilot 100

  • Page 1 Return to Menu Part No. P0607190 03 11 June 2004 CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 2 Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc. The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license.

  • Page 3: Table Of Contents

    Chapter 1 About Basic Call Center for CallPilot 100/150 ......7 What Basic Call Center includes ......... . 8 Related documents .
  • Page 4 Contents Skillset properties ........... . 34 Setting up a skillset .

  • Page 5: Chapter 8

    Call Center greetings ..........127 CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 6 Contents Routing Table administration ........128 Call Center general parameters .

  • Page 7: About Basic Call Center For Callpilot 100/150

    This guide leads a Call Center Administrator through setting up and operating Basic Call Center on a CallPilot 100/150 system. You can program Basic Call Center using any two-line display telephone on your telephone system. You can also use the web-based CallPilot Manager to set up and operate Basic Call Center.

  • Page 8: What Basic Call Center Includes

    Chapter 1 About Basic Call Center for CallPilot 100/150 What Basic Call Center includes Features Basic Call Center for CallPilot 100/150 Number of skillsets Number of configured agents (available agent IDs) Number of agent priority levels Number of active agents...

  • Page 9: How To Get Help

    Chapter 1 About Basic Call Center for CallPilot 100/150 How to get help USA and Canada Authorized Distributors - ITAS Technical Support Telephone: 1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#.
  • Page 10 Chapter 1 About Basic Call Center for CallPilot 100/150 P0607190 03...

  • Page 11: About Call Center Telephone Administration

    For example, if the system times out before you enter all the settings for a skillset, you must use the procedures in “Changing skillset properties” on page 41 to finish setting up the skillset. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 12: Using The Dialpad

    Chapter 2 About Call Center telephone administration Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters. Each button represents a number and letters of the alphabet. press the dialpad button that represents the letter or number. Press the To enter a character button again to see the next letter or number.

  • Page 13: Symbols And Conventions Used In This Guide

    Buttons you press on the dialpad to select a particular option. About telephone buttons This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use. M7100, M7208, M7310, M7100N, M7208N,...

  • Page 14: Feature Codes

    Chapter 2 About Call Center telephone administration Feature codes You use Feature Codes to perform Call Center functions on your telephone. Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call Center can also use custom Feature Codes. If the default Feature Codes are used by another application, your system automatically assigns custom Feature Codes.

  • Page 15: 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 Networks Call Center Agent Guide.

  • Page 16: Feature Codes Used By The Call Center Administrator

    Chapter 2 About Call Center telephone administration Feature Codes used by the Call Center Administrator Use this Feature Code To... • open skillset mailboxes Open Mailbox ≤ ·°⁄ • record skillset mailbox greetings • listen to messages in the skillset mailbox •...

  • Page 17: Feature Codes Used By Call Center Agents And Supervisors

    “Feature Codes” on page 136. Agent Feature Codes For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent Guide. For more information on Feature Codes used by supervisors, refer to the “Feature Codes used by the Call Center Administrator” on page Agents use this Feature Code To...
  • Page 18 Chapter 2 About Call Center telephone administration P0607190 03...

  • Page 19: Call Center General Properties

    OK. Call Center Press ACCEPT to enable the keycode. ACCEPT QUIT Enabled The display shows that the software authorization code is enabled. 10 Press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 20: Setting Call Center General Properties

    Chapter 3 Call Center general properties Setting Call Center general 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 greater than the Primary alert time.

  • Page 21: Reserved Channels

    Pri alert: xx:xx The display shows the Primary Alert time. CHNG NEXT Press NEXT. Sec alert: xx:xx 10 Press CHNG to set a Secondary Alert time CHNG press NEXT and go to step 13. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 22 Chapter 3 Call Center general properties Sec alert mmss: 11 Enter the Secondary Alert time. RETRY This is a four digit field. Add a zero to any single digit hour or minute. Sec alert: xx:xx 12 The display shows the Secondary Alert time. CHNG Press OK.

  • Page 23: Configuring Lines

    Long distance charges start when a call is answered by Call Center. To minimize long distance charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 24 Chapter 3 Call Center general properties To configure lines for Call Center Log: ≤ ·°‹. Press QUIT RETRY Enter the Call Center Administrator mailbox number and password, and then press OK. Admin Press AA. MBOX OTHR Auto Atdt Admin Press LINES. GRTG TABLE LINES Line number:...

  • Page 25: Setting The Answer Lines Status

    Press CHNG. CHNG NEXT If you set Answer Lines to N the display shows Disabling... If you set Answer Lines to Y the display shows Enabling... Press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 26: Resetting The Call Center Administrator Password

    Chapter 3 Call Center general properties Resetting the Call Center Administrator password You can reset the Call Center Administrator password by resetting the password to the default password and then creating a new password. You can reset the password to keep the system secure, and to create a new password if you forget the Call Center Administrator password.
  • Page 27 Enter a new password from four to eight digits long that does not RETRY start with zero. Press OK or £. Again: Reenter your new password and press OK or £. RETRY Password OK 10 Press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 28 Chapter 3 Call Center general properties P0607190 03...

  • Page 29: Call Center Greetings

    We will be open until 9:00 pm Monday through Thursday, and we will be open until midnight on Friday! Please come in and see us at 52 Main Street.” CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 30: Recording A Call Center Greeting

    Chapter 4 Call Center greetings A transfer greeting lets a caller transfer their call. Transfer greeting “Please press 1 to leave a message and one of our agents will return your call. Press 2 to return to the previous choices.” Non-business hours greeting Your non-business hours greeting will be played after your business is closed: “...
  • Page 31 PLAY to listen to the greeting RETRY press to re-record the greeting. CC greeting: 10 Enter another greeting number and press OK to record another RETRY greeting press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 32 Chapter 4 Call Center greetings P0607190 03...

  • Page 33: Setting Up Skillsets

    Norstar System Coordinator Guide. Note: Agents are restricted in how they can use CFAC, CFNA and CFB. For more information refer to “Important considerations about how agents use features” on page 132. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 34: Skillset Properties

    Chapter 5 Setting up skillsets Skillset properties The number, either 1 or 2, that is assigned to the skillset. Skillset The Control Directory Number is the extension associated with the skillset. Control DN Incoming calls transfer to the CDN of each skillset from extensions, the Automated Attendant or Custom Call Routing.
  • Page 35 Language preference preference is the language choice used for prompting callers who transfer to the Automated Attendant or CCR. You can choose a language preference only if your system is configured as bilingual. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 36: Setting Up A Skillset

    Chapter 5 Setting up skillsets Setting up a skillset You can record skillset properties in the table “Call Center skillsets” on page 137. To set up a skillset Log: Press ≤·°‹. QUIT RETRY Enter the Call Center Administrator Mailbox number and password, and then press OK.
  • Page 37 26 Press CHNG to use the alternate language prompts and press NEXT CHNG NEXT press NEXT to use the primary language prompts. Mo: 24 hour 27 Press CHNG to change the service mode for Monday CHNG NEXT press NEXT. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 38 Chapter 5 Setting up skillsets Day start: hhmm 28 Enter the Day Routing Table start time and press OK. RETRY This is a four digit field. Add a zero to any single digit hour or minute. Day hhmm: xxxx 29 Press AM or PM. RETRY Night start: hhmm 30 Enter the Night Routing Table start time and press OK.

  • Page 39: Enabling A Skillset

    Status: Disabled Press CHNG to change the status from disabled to enabled. CHNG NEXT Status: Enabled The display shows that the skillset is enabled. CHNG NEXT Press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 40: Disabling A Skillset

    Chapter 5 Setting up skillsets Disabling a skillset You must disable a skillset if you want to change the skillset properties or administer the lines. If you disable a skillset, no new calls go to the skillset. Any calls that are in the skillset are distributed until the calls are ended.

  • Page 41: Changing Skillset Properties

    11 The skillset’s CDN is displayed. CHNG NEXT Press CHNG to change the CDN press NEXT and go to step 14. CDN: 12 Enter the CDN and press OK. RETRY CDN: <xxx> 13 Press NEXT. CHNG NEXT CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 42 Chapter 5 Setting up skillsets MWI ext: <none> 14 Press CHNG to assign or change an MWI ext CHNG NEXT press NEXT to accept the default of no MWI and go to step 17. Ext: 15 Enter the extension for MWI and press OK. RETRY MWI ext: <xxx>...
  • Page 43 36 The display shows the Wednesday Routing Table method. CHNG NEXT Continue to change the Routing Tables start times for each day of the week. 37 Press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 44: Unconfiguring A Skillset

    Chapter 5 Setting up skillsets Unconfiguring a skillset If you unconfigure a skillset, you erase the programming for the skillset. You can then reprogram the skillset. To unconfigure a skillset: • Disable the skillset and wait until all the calls are distributed. Refer to “Disabling a skillset”...

  • Page 45: Setting Up Skillset Mailboxes

    • Record the skillset mailbox greetings. Refer to “Recording skillset mailbox greetings” on page You can use the table “Skillset mailboxes” on page 140 to record the skillset mailboxes you set up. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 46: Determining A Skillset Mailbox Number

    Chapter 6 Setting up skillset mailboxes 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.

  • Page 47: Checking Which Telephone Mailbox Interface You Use

    2. Check the display to see which interface you use: 0 new 0 saved This is the Norstar Voice Mail interface. PLAY ADMIN No messages This is the CallPilot interface. COMP MBOX EXIT 3. Press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 48: Initializing A Skillset Mailbox

    Chapter 6 Setting up skillset mailboxes Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it, and before you can enable its skillset. Choose a password for the skillset mailbox that is between four to eight digits long and does not start with zero.

  • Page 49: Opening A Skillset Mailbox

    2. Press £ RETRY if you are at another extension, enter the skillset mailbox number and then press OK or £. Pswd: 3. Enter the skillset mailbox password and press OK or £. RETRY CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 50: Opening A Skillset Mailbox Remotely

    Chapter 6 Setting up skillset mailboxes Opening a skillset mailbox remotely To open a skillset mailbox from an outside telephone • If a skillset mailbox is a Mailbox node in a CCR Tree, enter the digits and you automatically transfer to the skillset mailbox •...

  • Page 51: Skillset Mailbox Password

    Enter your new mailbox password and press OK or £. RETRY Again: Re-enter your new mailbox password and press OK or £. RETRY Password OK This display appears briefly. Press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 52: Resetting A Skillset Mailbox Password

    Chapter 6 Setting up skillset mailboxes Resetting a skillset mailbox password You must disable the skillset before you reset the password. Note: Reset a password if the agent who accesses the skillset mailbox forgets the password or is “locked-out”. The password for the reset mailbox is 0000. The agent who accesses the skillset mailbox cannot retrieve messages until they create a new password.

  • Page 53: Recording Skillset Mailbox Greetings

    “Season’s Greetings! You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your name, telephone number and a brief message. One of our agents will return your call when we re-open on December 27. Thank you.” CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 54 Chapter 6 Setting up skillset mailboxes To record a Primary or Alternate skillset mailbox greeting ≤ ·°⁄. Press Follow the voice prompts or the display button options to open the skillset mailbox. <Skillset name> The skillset mailbox name appears briefly. If you use the CallPilot interface: Press °¤...

  • Page 55: Choosing A Primary Or Alternate Skillset Mailbox Greeting

    Press PRIME or ⁄ to select the Primary mailbox greeting and PRIME QUIT go to step 7 press ALT or ¤ to select the Alternate mailbox greeting and go to step 6. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 56 Chapter 6 Setting up skillset mailboxes Accept msgs:Y If you choose the Alternate mailbox greeting, you are asked CHNG whether the mailbox can accept messages. Press CHNG or ⁄ to toggle from yes to no press OK or £ to accept. Press ®...

  • Page 57: Recording A Personalized Skillset Mailbox Greeting

    Press REC or ⁄. CHOOSE CFWD Greeting: Press PERS or ‹ to record a Personalized greeting. PRIME PERS Greeting: Enter a Personalized greeting number of 1, 2 or 3. RETRY Press CHNG or ⁄. CHNG CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 58: Deleting A Personalized Mailbox Greeting

    Chapter 6 Setting up skillset mailboxes Ph: <xxxxxxxxxx> Enter the telephone number (maximum 10 digits) that you are RETRY assigning the Personalized mailbox greeting to. Press OK or £ to accept the telephone number. Record greeting: Lift your handset. RETRY At the tone, record your greeting.

  • Page 59: Checking Skillset Mailboxes For Messages

    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. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 60: Playing Skillset Mailbox Messages

    Chapter 6 Setting up skillset mailboxes Playing skillset mailbox messages Use the procedure for playing messages that corresponds to the interface you use: • “To play skillset mailbox messages - Norstar Voice Mail” on page 60 • “To play skillset mailbox messages - CallPilot” on page 62 To play skillset mailbox messages - Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface.
  • Page 61 You can retrieve a deleted message only if you have not quit the session in which you deleted it. For information about retrieving deleted messages refer to “Retrieving erased messages” on page 63”. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 62 Chapter 6 Setting up skillset mailboxes Applies only if the Reply feature is enabled. You can reply to an outside caller by dialing them back if your company subscribes to Caller ID (CLID) service. For further information about replying to an outside caller refer to “Using the Reply feature to reply to an external caller”...

  • Page 63: Retrieving Erased Messages

    Locate the deleted message. Then press ‡fl to restore the message. After you play the erased message, you can restore it. If you end the current session without restoring the erased message, it is permanently erased from the skillset mailbox. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 64: Replying To Messages

    Chapter 6 Setting up skillset mailboxes Replying to messages You can reply to internal and external callers. You can reply to an external caller if your company subscribes to CLID. The messages you record must be longer than three seconds. The system times out after five seconds of silence.
  • Page 65 While you are in your message list, you can play any message. Press ¤ to play the current message. Press · to call the caller press ‡⁄ to record and send a reply. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 66: Using The Reply Feature To Reply To An External Caller

    Chapter 6 Setting up skillset mailboxes Using the Reply feature to reply to an external caller You can reply to an external caller using the Reply feature if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it. For how to assign an outdial method to a skillset mailbox refer to “Assigning an outdial method to a skillset mailbox”...

  • Page 67: Off-Premise Message Notification

    “Message for (name of mailbox owner). To log on press ⁄. If you have received this call by mistake, please press ¤. After you set the Off-premise Message Notification parameters, Off-premise Message Notification is enabled automatically. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 68: Assigning An Outdial Method To A Skillset Mailbox

    Chapter 7 Off-premise Message Notification Assigning an outdial method to a skillset mailbox The outdial method determines which line, line pool or route code the system uses for Off-premise Message Notification. The default for outdial method is None. You must assign an outdial method before you can use an external telephone or a pager as an Off-premise Message Notification destination.

  • Page 69: Off-Premise Message Notification Parameters

    If you have set up Off-Premise Message Notification, refer to the section on “Changing Off-premise Message Notification” on page To set up Off-premise Message Notification to refer to a telephone number page 70 an extension page 72 a pager page 74 CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 70 Chapter 7 Off-premise Message Notification To set up Off-premise Message Notification to a telephone number ≤ ·°⁄. Press Follow the voice prompts or the display button options to open the skillset mailbox. If you use the CallPilot interface: Press °fi to open the Mailbox Tools •...
  • Page 71 CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. Msg notify 17 Press ® to end the session. ADMIN SELECT CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 72 Chapter 7 Off-premise Message Notification To set up Off-premise Message Notification to an extension ≤ ·°⁄. Press Follow the voice prompts or the display button options to open the skillset mailbox. If you use the CallPilot interface: Press °fi to open the Mailbox Tools •...
  • Page 73 CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. Msg notify 17 Press ® to end the session. ADMIN SELECT CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 74: About Setting Up Off-Premise Message Notification To A Pager Number

    Chapter 7 Off-premise Message Notification About setting up Off-premise Message Notification to a pager number Example of a destination pager number If you are assigning a pager destination number from behind a PBX, remember to insert a · (depending on your system) before the £ to access an outside line. There is a combined limit of 30 characters for the pager telephone number and the pager message.
  • Page 75 CHNG or ⁄ to change the message type to be notified only when the skillset mailbox receives an urgent message. Msg notify 10 Press ® to end the session. ADMIN SELECT CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 76 Chapter 7 Off-premise Message Notification To set up Off-premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers. The following steps show you how to enter a telephone number destination and then add a pager destination for the first time.
  • Page 77 19 The display shows that the second destination is a pager. CHNG OTHR NEXT Press NEXT or £ to continue. Notify 3: none 20 Press NEXT or £ to continue SETUP NEXT press SETUP to add another destination. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 78 Chapter 7 Off-premise Message Notification Start:<start time> 21 Press NEXT or £ to accept the start time that you entered CHNG NEXT press CHNG or ⁄ to change the start time. Stop:<stop time> 22 Press NEXT or £ to accept the stop time that you entered CHNG NEXT press CHNG or ⁄...

  • Page 79: Changing Off-Premise Message Notification

    CHNG NEXT If you want to change the destination type refer to “To change the destination type” on page 79 for the appropriate procedure. More dest? Press NO or £ to continue. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 80 Chapter 7 Off-premise Message Notification Start:<start time> Press CHNG or ⁄ to change the start time CHNG NEXT press NEXT or £ to accept the start time. Stop:<stop time> Press CHNG or ⁄ to change the stop time CHNG NEXT press NEXT or £...
  • Page 81 RETRY or • to re-enter the destination number. Notify:<x> Press NEXT or £ to continue CHNG NEXT press CHNG or ⁄ to change the destination, and repeat steps 6 through 8. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 82 Chapter 7 Off-premise Message Notification More dest? Press YES or ⁄ if you want to set up another destination number press NO or £ if you do not want to set up another destination number. Start:<start time> 10 Press CHNG or ⁄ to change the start time CHNG NEXT press NEXT or £...
  • Page 83 Press YES or ⁄ if you want to set up another destination, and repeat steps 6 through 8 press NO or £ if you do not want to set up another destination. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 84 Chapter 7 Off-premise Message Notification Start:<start time> Press CHNG or ⁄ to change the start time CHNG NEXT press NEXT or £ to accept the start time. Stop:<stop time> 10 Press CHNG or ⁄ to change the stop time CHNG NEXT press NEXT or £...
  • Page 85 Press OK or £ to accept the destination pager number represented by <x> press ADD or ¤ to add special characters and use your dialpad or follow the voice prompts to add characters. After you add special characters, press OK or £. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 86 Chapter 7 Off-premise Message Notification Show:<xxxx> Press NEXT or £ to accept the default pager message represented CHNG NEXT by <xxxx>. The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you press CHNG or ⁄...

  • Page 87: Deleting A Destination Number

    NEXT changes to become the Notify 1 destination number. To delete more destination numbers, press OTHR and repeat steps 4 and 5. Msg notify Press ® to end the session. ADMIN SELECT CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 88: Adding A Destination Number

    Chapter 7 Off-premise Message Notification Adding a destination number Use this procedure if you have set up Off-premise Message Notification and you want to add another destination number. You can have up to five destination numbers. To add a destination number ≤...

  • Page 89: Turning Off-Premise Message Notification On Or Off

    (as shown). Notify off Press OK or • CHNG TIME press TIME to review the start and stop time parameters. Mailbox admin Press ® to end the session. GREET PSWD QUIT CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 90: P0607190

    Chapter 7 Off-premise Message Notification P0607190 03...

  • Page 91: Setting Up Agents

    About adding agents Basic Call Center includes 20 agents. This is the maximum number of agents you can have for Basic Call Center. For more information about Call Center agents, refer to the Nortel Networks Call Center Agent Guide. Agent properties Each agent is assigned a unique ID number.

  • Page 92: Adding An Agent

    Chapter 8 Setting up agents The Missed Call Option controls how a call is treated if an agent does not Missed Call Option answer the call. Busy assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Logout automatically logs an agent out of their skillset if they do not answer a call.
  • Page 93 12 Press OK to accept BUSY (Make Agent Busy) as the Missed Call LOGOUT BUSY option press LOGOUT to select Automatic Logout and press OK. Agent Admin 13 Press ® to end the session. CHNG CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 94: Changing An Agent

    Chapter 8 Setting up agents Changing an agent After you add an agent you can change their properties. You must use this procedure if the system times out while you are adding an agent. The properties you can change for an agent are: •...
  • Page 95 14 Press OK to accept BUSY (Make Agent Busy) as the Missed Call LOGOUT BUSY Option press LOGOUT to select Automatic Logout and press OK. 15 Press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 96: Assigning An Agent To A Skillset

    Chapter 8 Setting up agents Assigning an agent to a skillset You can assign an agent to one or both skillsets. Each agent is responsible for answering calls for the skillsets they are assigned to. To assign an agent to a skillset Log: Press ≤·°‹.

  • Page 97: Assigning Several Agents To A Skillset

    11 Enter the ID number of the last agent you want to assign and press RETRY x added 12 This display appears briefly. Add Agent 13 Press ® to end the session. INDIV RANGE QUIT CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 98: Removing Agents From A Skillset

    Chapter 8 Setting up agents Removing agents from a skillset You can remove an agent from a skillset. When you remove an agent, they are removed from the skillset but not from Call Center. You can assign the agent to another skillset. Log: Press ≤·°‹.

  • Page 99: Viewing Agents In A Skillset

    The display shows the agent with the lowest ID number in the NEXT PREV QUIT skillset. You can press NEXT to see the next agent or PREV to see the previous agent. 10 Press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 100: Logging An Agent Off

    Chapter 8 Setting up agents Logging an agent off Log: Press ≤·°‹. QUIT RETRY Enter the Call Center Administrator Mailbox number and password, and then press OK. Admin Press OTHR. MBOX OTHR Admin Press CC. GLIST CC Admin Press AGENT. AGENT SKILL Agent Admin...

  • Page 101: Deleting An Agent

    Enter the agent’s ID number and press OK RETRY press DIR to search the directory. xxxx The agent’s name is displayed. QUIT Press DEL. Agent deleted The display shows the agent is deleted. Press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 102: Resetting An Agent Password

    Chapter 8 Setting up agents Resetting an agent password Log: Press ≤·°‹. QUIT RETRY Enter the Call Center Administrator Mailbox number and password, and then press OK. Admin Press OTHR. MBOX OTHR Admin Press CC. GLIST Press AGENT. CC Admin AGENT SKILL OTHR Agent Admin...

  • Page 103: Routing Table Administration

    To route DID calls, set up a DID target line and assign the target line to a skillset. To set up DID routing for CallPilot 100/150 From a Norstar telephone, set up a DID target line.

  • Page 104: Fax Detection

    Chapter 9 Routing table administration Fax Detection Call Center can detect fax calls and route them to a skillset mailbox. If you want Call Center to detect incoming faxes, you must make your first routing table step: • a Greeting step •...

  • Page 105: About Types Of Routing Table Steps

    • a CCR Tree A Disconnect step releases calls from the skillset. If the first step in a Disconnect routing table is a Disconnect, Call Center does not answer the call. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 106: Adding A Greeting Step

    Chapter 9 Routing table administration Adding a Greeting step Greeting steps play a message to waiting callers. You must have a greeting recorded before you can use it in a Greeting step. For how to record a Call Center greeting refer to “Recording a Call Center greeting”...
  • Page 107 Force, press XFER and go to step 14. • If you want callers to be able to transfer during the Greeting, press XFER and go to step 14. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 108 Chapter 9 Routing table administration AA Key: 1 14 The display shows the default key for the Automated Attendant. CHNG DISABL NEXT Press CHNG if you want to change the key that callers press to reach the Automated Attendant press DISABL if you do not want callers to be able to press a key to AA Key: disable reach the Automated Attendant, press NEXT and go to step 17 CHNG...
  • Page 109 You can only modify the steps that you created. If you have set up a routing table and you want to add or remove steps, you must erase the table and create it again. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 110: Adding A Distribute For Step

    Chapter 9 Routing table administration Adding a Distribute for step Distribute for steps put callers on hold while they wait for an agent. Log: ≤ ·°‹. Press QUIT RETRY Enter the Call Center Administrator mailbox number and password, and then press OK. Admin Press OTHR.

  • Page 111: Adding A Goto Step

    OK to accept the step that is shown. Table complete 13 This display appears. After you add a Goto step you cannot add more steps to the table. 14 Press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 112: Adding A Transfer Step

    Chapter 9 Routing table administration Adding a Transfer step A transfer step can transfer calls to: • an extension • a mailbox • an external number • the Automated Attendant • an operator • a CCR Tree Log: ≤ ·°‹. Press QUIT RETRY...
  • Page 113 Press CCR • Enter the number of the CCR Tree and press OK • Press OK • Another step? 13 Press YES to add another step QUIT press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 114: Adding A Disconnect Step

    Chapter 9 Routing table administration Adding a Disconnect step Disconnect steps release a call from the skillset it is in. If the first step in a routing table is a Disconnect step, Call Center does not answer the line. Log: ≤...

  • Page 115: Example Of A Day Routing Table

    If the skillset is enabled, press CHNG to disable it. CHNG NEXT Press NEXT. Skillset Admin Press ROUTE. PARM AGENT ROUTE Route Table Press DAY . NIGHT QUIT Day routing Press SETUP. SETUP QUIT CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 116 Chapter 9 Routing table administration Step 1 10 Press GRTG. DIST GRTG OTHR CC greeting: x 11 Enter the number of the greeting you want to use and press OK. RETRY CC greeting: x 12 Press OK. RETRY PLAY Type: Norm 13 Press Force and press OK.
  • Page 117 OTHR Step 6 48 Press GOTO. DISC XFER GOTO Goto Step: 1 49 Press CHNG. CHNG Goto Step: 2 50 Press OK. CHNG Table complete 51 Press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 118: Example Of A Night Routing Table

    Chapter 9 Routing table administration Example of a Night Routing Table To set up the routing table steps shown in “Example of Night Routing Table steps”, follow the procedure “To set up the Night Routing Table example”. Example of Night Routing Table steps Step number Type of step Step parameters...
  • Page 119 19 Press YES. QUIT Step 2 20 Press OTHR. DIST GRTG OTHR Step 2 21 Press DISC. DISC XFER GOTO Disconnect 22 Press OK. Another step? 23 Press ® to end the session QUIT CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 120: Changing A Routing Table

    Chapter 9 Routing table administration Changing a routing table Note: You can add steps to a routing table only when you set it up. After you set up the table, you cannot add or delete steps. You can modify steps. You must disable a skillset before you can change its routing table.

  • Page 121: Modifying Routing Table Steps

    11 Change the parameters for the step and press OK. RETRY xxxxxxx: 12 The display shows the new parameters for the step. CHNG NEXT Press NEXT to view or change the next step press ® to end the session. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 122: Erasing A Routing Table

    Chapter 9 Routing table administration Erasing a Routing Table Log: ≤ ·°‹. Press QUIT RETRY Enter the Call Center Administrator mailbox number and password, and then press OK. Admin Press OTHR. MBOX OTHR Admin Press CC. GLIST CC Admin Press SKILL. AGENT SKILL OTHR Skillset:...

  • Page 123: Setting The Service Modes For Skillsets

    Enter the default Operator password fl‡‹‡¤°fl‡, (Operator) and press OK if you changed the default Operator password, enter the new password and press OK. Choose option Press MODE. OPER MODE Call Center This display appears briefly. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 124 Chapter 9 Routing table administration Mode 1: Auto The display shows the Service Mode for skillset 1. CHNG VIEW NEXT In this example, skillset 1 is in Auto mode. Press CHNG if you want to change the Service Mode to Day or Night press VIEW if you want to view the details for the Service Mode press NEXT if you have a Day Routing Table for skillset 2.

  • Page 125: Monitoring Call Activity

    Call Center Reporting. You need a software authorization code to use Call Center Reporting. Contact your vendor if you are interested in purchasing or trialing Call Center Reporting. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 126: Using Display Waiting Calls To Monitor Call Activity

    Chapter 10 Monitoring call activity Using Display Waiting Calls to monitor call activity In the example shown here, there are calls waiting in skillset 1. In this situation, after you monitor the skillsets, you can ask any qualified and available agents from another skillset to log on to skillset 1 until the calls in skillset 1 are handled.

  • Page 127: Tips For Operating Call Center

    Ensure that when you record a greeting that transfers callers to a skillset mailbox you include in the greeting: “To leave a message in the mailbox press ·” (or the keypad button you designate for the skillset mailbox). CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 128: Routing Table Administration

    Chapter 11 Tips for operating Call Center Routing Table administration • Use Forced Play greetings sparingly. If you use Forced greetings, keep them as short as possible. Many long Forced Play greetings slows transferring calls to agents and causes unpredictable increases in distribution times. Calls in other skillsets are not affected. •...

  • Page 129: How To Calculate The Longest Time A Caller Can Be On Hold

    General Call Center parameters, Call Center can use additional voice channels if and when they are available. • maximum greeting length is the duration of the longest greeting of a skillset in seconds CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 130: Tips To Improve The Efficiency Of Call Center

    Chapter 11 Tips for operating Call Center Tips to improve the efficiency of Call Center Plan for busy times: • when you assign agents to the skillsets, assign as many qualified agents as possible to answer calls for the skillsets •...

  • Page 131: Troubleshooting Call Center

    In this example, xxx represents the CDN for skillset 1. Pswd Enter ‡‹‡‹°fl‡‹‡‡‡·‹ RETRY (Resetoperpswd) and press OK. Reset pswd? Press YES. Exit The session ends. The Operator password is now reset to fl‡‹‡¤°fl‡ (Operator.) CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 132: Agent Problems

    Chapter 12 Troubleshooting Call Center Agent problems Agent log on problems If an agent cannot log on at their telephone: • ensure the agent ID and password match • check to see if the agent is already logged on to a different telephone •...

  • Page 133: Do Not Disturb

    Calls always ring at the set. Every time you reconnect the headset you must initialize the headset. Calls always ring at the set. • T7316e: This type of telephone is safe to use for Automatic Answer. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 134: Skillset Problems

    Chapter 12 Troubleshooting Call Center Skillset problems Problems changing skillset properties If you cannot change a skillset’s properties, there are two possible reasons: • The call center skillset is enabled. You must disable the call center skillset before you can change the skillset properties. •...

  • Page 135: Call Center Programming Record

    Skillset mailboxes Record the type of step and step parameters for Day and Night Routing Tables Routing Tables Record Line Answering details Line answering Note: Make copies of these pages as required. CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 136: Feature Codes

    Chapter 13 Call Center Programming Record Feature Codes Feature code name Dialpad buttons Custom Feature Code ≤·‚· ≤ · ____ ____ Display Waiting Calls ≤·°⁄ ≤ · ____ ____ Open Mailbox ≤·‚› ≤ · ____ ____ Log on/Log off ≤·‚fi ≤...

  • Page 137: Call Center Skillsets

    00 min 00 sec Break Time maximum: 59 min, 59 sec 00:30 Enter as mm:ss minimum: 00 min 01 sec Delay answer maximum: 10 min 00 sec 00:00 Attendant extension Prompt language CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 138: Call Center Agents

    Chapter 13 Call Center Programming Record Call Center agents Agent Agent name Supervisor Name and # of Auto Missed call Priority status skillsets agent is answer option (y or n) assigned to (y or n) (Busy or Logout) P0607190 03...

  • Page 139: Skillset Assignments

    Chapter 13 Call Center Programming Record Skillset assignments Skillset name and # Agent ID and name Priority CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 140: Skillset Mailboxes

    Chapter 13 Call Center Programming Record Skillset mailboxes Skillset # Mailbox name Mailbox number MWI extension Mailbox password (Control DN) P0607190 03...

  • Page 141: Routing Tables

    Chapter 13 Call Center Programming Record Routing Tables Skillset # _______________ Day or Night _______________ Step # Type of step: Step parameters Greeting, Distribution, Transfer, Disconnect, Go To CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 142: Line Answering

    Chapter 13 Call Center Programming Record Line answering Line # Skillset # # of rings (0 to 12) for Caller ID minimum 2 rings P0607190 03...

  • Page 143: Glossary

    After an agent completes a call, no calls are routed to them for the Break Time. The agent can extend or cancel the Break Time by using the Not Ready Feature Code. See Custom Call Routing. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 144 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 Networks Call Center to handle numerous incoming calls. A call center typically employs several agents to answer calls.
  • Page 145 Longest idle is a method of call distribution that routes calls to the agent who has been available the longest. The other method of call distribution is Preferred. See Message Waiting Indication. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 146 Glossary Memory button indicator Memory button indicators are the triangular-shaped LCD indicators on a telephone next to the memory buttons. Memory button indicators can be used to monitor call activity and view the Login/Logout status and the Not Ready status of agents. Message Waiting Indication (MWI) The Message Waiting Indication appears on a telephone display as Message for you when there are new messages.
  • Page 147 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. CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 148 Glossary P0607190 03...

  • Page 149: Index

    Message Waiting Indication extension 46 Call Forward on Busy 133 skillset mailbox number 46 Call Park 132 DID routing 103 Call Pickup 132 Directory, Company 48 Call Transfer 132 Disabling a skillset 40 CallPilot 100/150 Basic Call Center Telephone Administration Guide...

  • Page 150: P0607190

    Index Display 13 Hunt groups 133 two line 11 Display telephone Indicators entering characters 12 Message Waiting 16, 35, 46 Primary 136 Primary alert time 20 Erasing messages 60, 63 Secondary 136 Secondary alert time 20 Initializing a skillset mailbox 48 Fax Detection 104 Internal messages, replying to 64 Feature 983 telephone administration 8...
  • Page 151 Opening the Skillset Mailbox Greeting parameters 106 remotely 49 Greeting step 105 hours 103 Opening your mailbox maximum number of steps 8, 103 CallPilot 49 parameters of Greeting step 106 Norstar Voice Mail 49 CallPilot 100/150 Basic Call Center Telephone Administration Guide...
  • Page 152 Index Service Modes 123 tips 128, 130 tips 128 Skillset mailboxes maximum number 8 Routing Table steps Disconnect 105 Skillset parameters Distribute for 105 Control Directory Number (CDN) 34 Greeting 105 Delay answer 145 Transfer 105 Message Waiting Indication extension 146 Method of Call Distribution 146 Routing Table, about 103 setting up 36...

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