Nortel Contact Center Manager Software Manuals

Manuals and User Guides for Nortel Contact Center Manager Software. We have 5 Nortel Contact Center Manager Software manuals available for free PDF download: Installation And Maintenance Manual, Scripting Manual, User Manual, Supplementary Manual, Release Note

Nortel Contact Center Manager Installation And Maintenance Manual

Nortel Contact Center Manager Installation And Maintenance Manual (1618 pages)

Nortel Contact Center Multimedia Software: User Guide

Brand: Nortel | Category: Software | Size: 15 MB

Table of Contents

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Nortel Contact Center Manager Scripting Manual

Nortel Contact Center Manager Scripting Manual (812 pages)

Contact Center Manager

Brand: Nortel | Category: PBX | Size: 4 MB

Table of Contents

Table of Contents
5
1 Getting Started

13
2 Understanding and Planning Your Scripts

25
- Overview
  26
- Using Scripts in Your Contact Center
  27
- How Call Routing and Call Treatment Work
  29
- Types of Scripts
  33
- Sample Scripts
  36
- Script Building Blocks
  38
- Planning Your Scripts
  41
- Scripting Tools and Procedures
  48
3 Scripting Rules and Conventions

55
- In this Chapter
  55
- Before You Begin
  56
- Overview
  56
- Script Formatting Conventions
  58
- Section Names
  59
- Script Naming Guidelines
  63
- Call Rejection
  65
- Script Rules
  65
- General Scriptwriting Tips
  68
- Example Two
  77
- Guidelines for Providing Feedback
  83
- GIVE IVR" on
  85
- Scriptwriting Tips for Specific Commands
  86
- Script Example Using Formatting Conventions and Rules
  87
- Logging on for the First Time
  90
- Opening the Scripting Tool
  90
- Logging on to the System
  91
4 Working with Script Variables

99
- In this Chapter
  99
- Overview
  100
- Starting the Script Variables Tool
  104
- Types of Variables
  106
- Before You Begin
  109
- Creating Script Variables
  109
- Checking Variables for Referencing Scripts
  117
- Changing Script Variable Properties
  119
- Copying Script Variables
  121
- Deleting Script Variables
  128
- Printing Script Variables
  131
5 Creating and Administering Scripts

139
- In this Chapter
  139
- Overview
  140
- Section A: Creating and Editing Scripts
  
  141
  - In this Section
    141
  - Creating New Scripts
    142
  - Before You Begin
    142
  - Editing Scripts
    150
  - Adding Script Elements to Scripts
    152
  - Saving Changes to Scripts
    156
  - Opening Web Scripts Editor in a New Window
    158
  - Using Text Find and Replace
    162
  - Using Character Count
    165
- Section B: Importing and Exporting Scripts
  
  167
  - In this Section
    167
  - Importing Scripts into Contact Center Manager
    168
    
    Import Command
    168
    
    Creating Script Variables" on
    169
  - Exporting Scripts to a Remote Location
    170
  - Export Command
    170
- Section C: Administering Scripts
  
  175
  - Validating Scripts
    176
  - Activating and Deactivating Scripts
    182
  - Deactivating Scripts with Circular Dependencies
    186
  - Renaming Scripts
    188
  - Deleting Scripts
    190
  - Before You Begin
    190
6 Basic Script Commands

193
- In this Chapter
  193
- Overview
  194
- Section A: Basic General Commands
  
  195
  - In this Section
    195
  - Assign to
    196
  - Execute
    198
  - Execute Script
    199
  - If-Then-End if
    200
  - If-Then-Else-End if
    201
  - Quit
    203
  - When to Use
    203
  - Wait
    206
- Section B: Basic Contact Processing Commands
  
  209
  - In this Section
    209
  - Change Priority in Agent
    210
  - Change Priority in Skillset
    214
  - Disconnect
    216
  - Give Busy
    217
  - Give Music
    219
  - WAIT Command
    220
  - Give Overflow
    221
  - Give Ran
    223
  - Give Ringback
    225
  - Give Silence
    227
  - Queue to Agent
    229
  - Queue to Skillset
    232
  - Remove from Agent
    237
  - Remove from Skillset
    239
  - Route Call
    241
7 Advanced Script Commands

245
- In this Chapter
  245
- Overview
  246
- Event Handler
  247
- Log
  252
- READVAR and SAVEVAR
  254
- Operational Rules
  255
- Where-Equals
  260
- Using Variables
  262
8 Networking Commands

265
- In this Chapter
  265
- Overview
  266
- Section A: Network ACD Routing
  
  275
  - Change Priority in Nacd
    276
  - Queue to Nacd
    279
  - Remove from Nacd
    281
- Section B: Network Skill-Based Routing
  
  283
  - Change Priority in Network Skillset
    284
  - Queue to Network Skillset
    286
  - Remove from Network Skillset
    288
9 Voice Processing Commands

291
- Overview
  292
- Sections
  293
- Choosing the most Efficient Commands
  293
  - Playing Messages
    295
  - Best Practice
    297
- Section A: Basic IVR
  
  299
  - Give Ivr
    300
- Section B: Voice Session Commands
  
  303
  - Collect Digits
    304
  - OPEN VOICE SESSION and END VOICE SESSION
    307
  - Possible Actions
    308
  - Play Prompt
    311
- Section C: Broadcast Announcements
  
  317
  - Give Controlled Broadcast Announcement
    318
10 Host Data Exchange Commands

325
- In this Chapter
  325
- Overview
  326
- Send Info
  330
- Send Request
  332
- Get Response
  334
- TIMER Option
  335
- Database Integration Wizard
  337
11 Intrinsics

341
- Overview
  342
- Return Value
  343
- Examples of Intrinsics Use
  345
- Section A: Skillset Intrinsics
  
  347
  - In this Section
    347
  - Overview of Skillset Intrinsics
    348
  - Answered Count
    353
  - Average Speed Answer
    355
  - Expected Wait Time
    358
  - Idle Agent
    363
  - Idle Agent Count
    365
  - Logged Agent Count
    367
  - Logged out Agent
    369
  - Longest Idle Agent
    371
  - Most Logged Agents
    373
  - Oldest
    376
  - Out of Service
    378
  - Position in Queue
    381
  - Priority in Queue
    383
  - Priority in Network Queue
    386
  - Queued Count
    388
- Section B: Time Intrinsics
  
  391
  - In this Section
    391
  - Day of Week
    392
  - Possible Values
    392
  - Date
    394
  - Valid Range
    394
  - Day of Month
    396
  - Month of Year
    398
  - Time of Day
    400
- Section C: Traffic Intrinsics
  
  403
  - Call Rate
    404
  - Contact Rate
    405
  - Total Active Calls
    406
  - Total Active Contacts
    407
- Section D: Call Intrinsics
  
  409
  - In this Section
    409
  - Age of Call
    410
  - Call Forward
    411
  - Call Forward Busy
    412
  - Call Forward Do Not Disturb
    413
  - Call Forward no Answer
    414
  - Cdn
    415
  - Clid
    416
  - Conferenced
    419
  - Dialed Dn
    420
  - Transferring Calls with the Dialed DN
    421
  - Direct Call
    423
  - Dnis
    424
  - International Call
    426
  - Loc
    428
  - Network Call
    429
  - Npa
    430
  - Nxx
    431
  - Npanxx
    432
  - On Hold
    433
  - Queued
    434
  - Route Number
    436
  - Transferred
    437
- Section E: Open Queue Intrinsics
  
  439
  - In this Section
    439
  - Overview
    440
  - Age of Contact
    441
  - Contact Data
    442
  - Example One
    443
  - Contact Type
    446
  - Route Point
    448
  - Uri
    451
12 Script Expressions

453
- In this Chapter
  453
- Overview
  454
- Logical Expressions
  455
- Mathematical Expressions
  458
- Relational Expressions
  460
  - Greater than or Equal
    462
  - Less than or Equal
    463
- Order of Operations
  464
13 Applications

465
- Overview
  466
- Applications and Application Thresholds
  467
14 Using Sample Scripts

477
- Overview
  478
- Advanced Commands
  478
- Section A: Getting Started with Sample Scripts
  
  479
  - Overview
    480
  - Creating the Initial Scripts
    482
  - Editing the Master Script
    488
- Section B: Common Scripts
  
  491
  - In this Section
    491
  - Overview
    492
  - C_Basic
    493
  - C_Basic_Backup_Skillset
    495
  - C_Emergency_Boolean
    498
  - C_Emergency_Skillset_Check
    502
  - C_Excess_Call_Volume_Give_Busy
    505
  - C_Expected_Wait_Message
    507
  - C_Forced_Announcement
    512
  - C_Holiday_Broadcast_Announcement
    514
  - C_Priority_In_Queue_Dnis
    517
- Section C: Network Skill-Based Routing Scripts
  
  521
  - Overview
    522
  - C_Nsbr_Basic
    523
  - C_Nsbr_Primary
    525
  - C_Nsbr_Distribution
    528
  - C_Network
    530
- Section D: Nodal Routing Examples
  
  531
  - Overview
    532
  - C_Master_Handles_Call_Transfers
    533
  - C_Master_With_Exception_Checks
    535
  - C_Master_With_Menus
    537
  - C_Primary_One
    541
  - C_Primary_Two
    542
  - C_Primary_Three
    543
  - C_Primary_Four
    544
  - C_Primary_Five
    545
  - C_Common_Secondary
    546
Troubleshooting

549
- In this Appendix
  549
- Overview
  550
- Script Execution Problems
  551
  - Sections
    551
  - Sections
    554
- Voice Processing Problems
  554
- Networking Problems
  559
- Sections
  559
- Phantom Calls
  561
- Validation Errors
  563
- Validation Option Rules
  577
Scripting Keywords

581
- Reserved Keywords
  582
Using HDX

595
- In this Appendix
  595
- Using Provider
  596
- Service Provider
  597

Nortel Contact Center Manager User Manual

Nortel Contact Center Manager User Manual (282 pages)

Switch Guide for Communication Server 2x00/DMS

Brand: Nortel | Category: Software | Size: 3 MB

Table of Contents

Table of Contents
5
1 Getting Started

9
2 Configuration Overview

37
- In this Chapter
  37
- Overview
  38
- Automatic Call Distribution
  39
- Support for CS 2X00/Dms Switch Features
  39
  - Operation
    41
  - Continuity Test
    45
- Preinstallation Checklist
  47
- Before You Begin
  50
- Configuration Tasks
  50
3 CS 2X00/Dms Switch Subsystem Configuration

53
- Overview
  54
- Section A: ICM Link Parameter Configuration
  
  55
  - In this Section
    55
  - Overview of Configuring the Server Logon
    56
  - Changing a Parameter
    60
  - SCAICOMS Configuration
    61
  - BGDATA Configuration
    62
  - SCAIGRP Configuration
    64
  - SCAISSRV Configuration
    65
  - SCAIPROF Configuration
    68
  - CUSTNTWK Configuration
    70
  - Before You Begin
    70
- Section B: CS 2X00/Dms Switch Resource Configuration
  
  71
  - In this Section
    71
  - Overview of CS 2X00/Dms Switch Resource Configuration
    72
  - RAN and Music Route Configuration
    75
  - ACD Group Configuration
    76
  - Before You Begin
    77
  - ACD Subgroup Configuration
    90
  - Before You Begin
    90
  - IVR Voice Ports
    91
  - DN Configuration
    94
  - Landing Pad Configuration
    98
  - Agent Phoneset Configuration
    100
  - Agent Phoneset Configuration on the Server
    103
  - Supervisor Phoneset Configuration
    104
  - Logon ID Configuration
    106
- Section C: Verification of the Server Configuration
  
  109
4 Contact Center Manager Server Configuration

117
- In this Chapter
  117
- Overview
  118
- CDN Configuration on the Server
  119
- DNIS Configuration on the Server
  121
- Landing Pad Configuration on the Server
  123
- IVR ACD-DN Configuration on the Server
  129
- Agent Phoneset Configuration on the Server
  131
- Voice Port Configuration on the Server
  133
- Call Forcing Configuration on the Server
  135
- Variable Wrap Configuration on the Server
  136
- Global Settings Configuration on the Server
  137
- Give IVR Configuration on the Server
  139
- Configure Return to Queue
  143
- To Define Scripts
  144
5 To Verify the Configuration

147
- In this Chapter
  147
- Overview
  148
  - Verifying the Configuration
    148
  - Creating a Static Route
    149
- Verify that the Server Can Log on to the CS 2X00/Dms Switch
  149
- Before You Begin
  151
- Verify ACD Groups and Subgroups
  151
- Verify Phoneset Configurations
  152
- Verify Agent Configurations
  154
- Verify CDN (Route Point) Configurations
  155
- Verify RAN and Music Route Configurations
  157
- Verify DNIS Configurations
  159
- Verify CDN Landing Pad Configurations
  161
- Verify DNIS Landing Pad and DNIS Network CDN Configurations
  164
6 Voice-Processing Subsystem Configuration

167
- In this Chapter
  167
- Overview
  168
  - Voice Processing
    169
  - Script Commands
    169
  - MPS-MG 3200 Configuration
    171
    
    Accessing the Embedded Web Server
    173
    
    Performing a Software Upgrade
    176
    
    Viewing Trunk Settings
    186
  - Third-Party Voice-Processing Systems
    195
7 Troubleshooting

197
- Overview
  198
- Subsystem Link Problems
  199
- Resource Configuration Problems
  202

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Nortel Contact Center Manager Supplementary Manual

Nortel Contact Center Manager Supplementary Manual (102 pages)

Nortel CallPilot: Supplementary Guide

Brand: Nortel | Category: Software | Size: 2 MB

Table of Contents

Nortel Contact Center Manager Release Note

Nortel Contact Center Manager Release Note (88 pages)

Nortel Contact Center Manager Software: Release Note

Brand: Nortel | Category: Software | Size: 0 MB

Table of Contents

Revision History
5
Table of Contents
7
In this Chapter
9
Introduction
9
What Is a Contact Center
10
About this Document
11
About Contact Center 6.0
13
In this Chapter
13
Overview
14
Software Delivery
15
Components in Release 6.0
16
License Manager
18
Network Architecture
27
Installation Configurations
30
System Operations and Supported Platforms
32
System Requirements
33
Documentation Suite
34
How to Get Help
38
Finding the Latest Updates on the Nortel Web Site
38
Getting Help from the Nortel Web Site
38
Getting Help over the Phone from a Nortel Solutions Center
39
Getting Help from a Specialist by Using an Express Routing Code
39
Getting Help through a Nortel Distributor or Reseller
39
New in this Release
41
Introduction
42
Contact Center Portfolio Rebranding
43
Upgrading from a Previous Release
44
Product Changes
51
Acronyms in Contact Center
61
Acronyms
62
Glossary
67
Index
81
Reader Response Form
85

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