User Manuals: Nortel Express Call Center Software

Manuals and User Guides for Nortel Express Call Center Software. We have 3 Nortel Express Call Center Software manuals available for free PDF download: User Manual, Installation Manual, Maintenance And Troubleshooting Manual

Nortel Express User Manual (260 pages)

Nortel Symposium Express Software: User Guide

Brand: Nortel | Category: Software | Size: 1 MB

Call Center Management Guide
3
Publication History
5
Table of Contents
7
Call Center Management Guide
11
- Access Rights
  12
- Optional Features
  12
- Overview
  12
- What's New in this Release
  13
Getting Started

11
- In this Chapter
  11
- In this Section
  15
- Overview
  16
- Service Level
  18
- Call Center Objectives
  19
- Switching and Routing Concepts
  21
- Voice Port
  22
- Networking and Symposium Express Call Center
  24
- Networking Features
  24
- How Skillset Priorities Affect Call Routing
  26
  - Call Priority
    27
  - Skillset Assignments
    28
- Symposium Express Call Center Components
  31
  - Setup Options
    32
  - In this Section
    37
Section A: about Call Centers

15
Section B: Connecting to the Server

37
- Configuring the Server for the Switch
  38
- Logging on to the Symposium Express Call Center Server
  39
- Exploring the Administration Window
  41
  - Administrative Tasks
    42
  - Switch Administration
    42
  - User Administration
    42
  - System Administration
    43
  - Before You Begin
    44
- Creating a Desktop Shortcut
  44
  - When to Use
    44
  - In this Chapter
    45
- Managing Call Presentation
  45
Chapter 2 Managing Call Presentation

46
- Overview
  46
- Adding Call Presentation Classes
  48
- What's Next
  50
- Changing Call Presentation Class Properties
  51
- Printing, Previewing, and Exporting a List of Call Presentation Classes
  52
- Deleting Call Presentation Classes
  53
- Managing Users
  
  55
  - Overview
    56
- Section A: User Administration
  
  57
- Section B: Configuring Users
  
  65
  - Overview
    66
  - Adding Supervisors
    68
  - Adding Agents
    71
  - Changing User Properties
    74
  - Deleting Users
    75
    
    Before You Begin
    75
    
    To Delete a User
    75
- Configuring Skillsets
  
  77
- Section A: Using Skillsets
  
  79
  - About Skillsets
    80
  - Skill-Based Routing
    82
- Section B: Adding and Deleting Skillsets
  
  83
  - Adding Skillsets
    84
  - Deleting Skillsets
    86
- Section C: Configuring Agent to Skillset Assignments
  
  87
  - Overview
    88
  - Configuring Agent to Skillset Assignments
    90
- Configuring Voice Services
  
  93
Chapter 5 Configuring Voice Services

131
- In this Chapter Overview
  
  131
  - Overview
    132
    
    Call Routing
    139
    
    Emergency Treatment
    139
- Configuring Call Treatments and Call Routing
  
  131
- Section A: Configuring Call Treatments
  
  141
  - Adding Call Treatments
    142
  - Configuring Emergency Treatment
    154
  - Activating the Emergency State
    156
  - When to Use
    156
- Section B: Configuring Call Routing
  
  159
  - How Call Routing Works
    160
  - Planning Call Routing
    163
  - Configuring Call Routing
    166
  - Before You Begin
    166
- Configuring Switch Resources
  
  171
  - Overview
    172
  - Other Resources
    173
- Section A: Working with Cdns
  
  175
  - In this Section
    175
  - Overview of Cdns
    176
  - Adding Cdns
    177
  - Acquiring and Deacquiring Cdns
    179
  - Other Procedures for Cdns
    180
- Section B: Working with Phonesets
  
  181
  - Overview of Phonesets
    182
  - Adding Phonesets
    183
  - Acquiring and Deacquiring Phonesets
    185
  - Other Procedures for Phonesets
    186
- Section C: Working with Activity Codes
  
  189
  - Overview of Activity Codes
    190
  - Adding Activity Codes
    192
  - Other Procedures for Activity Codes
    194
- Section D: Working with Dniss
  
  195
  - Overview of Dniss
    196
  - Adding Dniss
    197
  - Other Procedures for Dniss
    199
- Using the Alarm Monitor
  
  201
  - In this Chapter
    201
  - About the Alarm Monitor
    202
  - Alarm Severity
    202
  - Clearing Active Alarms
    205
- Performing Backups
  
  207
  - Overview
    208
    
    Database Backups
    208
    
    Restoring Data
    209
- Agent Phoneset Keys
  
  211
  - In this Appendix
    211
  - Display Waiting Calls Key/Lamp
    212
  - Display Format
    213
  - Unsupported Agent Phoneset Keys
    217
- Call-Flow Examples
  
  219
  - Overview
    220
  - Component Integration
    220
  - Call-Flow Examples
    223
    
    Call Process
    226
    
    Reserved Words
    236
    
    Call Priority
    241
    
    Dialed Number Identification Service
    242
    
    Directory Number
    242
    
    Display Threshold
    242
    
    Dynamic Host Configuration Protocol
    243
    
    Interactive Voice Response
    244
    
    Network Interface Card
    245
    
    Service Level Threshold
    248
    
    Voice Services
    250
    
    Chapter
    257
    
    Reader Response Form
    257

Nortel Express Installation Manual (44 pages)

Nortel Symposium Express Software: Install Guide

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

Installation Guide
1
Revision History
3
List of Figures
7
About this Guide
9
Before You Begin
11
Post Installation
12
Hardware Upgrades
14
Voice Services
15
Assigning Network Information
24
Command Description
35
Precautions for Handling Circuit Cards
37
Appendix A: System Reboot Example
39

Nortel Express Maintenance And Troubleshooting Manual (34 pages)

Nortel Symposium Express Software: Supplementary Guide

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

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User Manuals: Nortel Express Call Center Software

Nortel Express User Manual (260 pages)

Table of Contents

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

Nortel Express Installation Manual (44 pages)

Table of Contents

Nortel Express Maintenance And Troubleshooting Manual (34 pages)

Table of Contents

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