User ManualTable of ContentsNortel Networks Call Center1Set Up and Operation Guide1Chapter 111About Nortel Networks Call Center11Professional and Basic Call Center11Call Center features12Using CallPilot call routing with Call Center14Auto Attendant14Custom Call Routing (CCR)14A comparison of Basic and Professional Call Center15Related documents17How to get help18Chapter 219About setting up Call Center19Using CallPilot Manager to set up Call Center19Enabling Software Authorization Codes20About the CallPilot Manager interface23System timeout23Call Center password access24Setting up Call Center from a two line display telephone25System timeout25Using the dialpad26Symbols and conventions used in this guide27About telephone buttons27Checking which telephone mailbox interface you use28Chapter 329Using Feature Codes29Feature Codes29Programming a memory button with a Feature Code30Feature Codes used by Call Center Administrator and Supervisors31Feature Codes used by Call Center agents32Agent Feature Codes32Chapter 433Setting up Call Center agents33About adding agents33Agent properties33Adding an agent or a supervisor35Adding more than one agent37Changing agent information39Resetting an agent’s password39Deleting an agent40Forcing an agent off41Chapter 543Setting up skillsets43About skillsets43How incoming calls are sent to a skillset43Skillset properties44Setting up or changing a skillset46Setting up DID routing48Setting up CLID/DNIS Routing49Examples of using CLID/DNIS Routing49CLID/DNIS Routing Table properties50Changing a CLID/DNIS Route52Assigning an agent to a skillset54Dynamic Agent Priority54Changing an agent’s priority in a skillset56Unassiging an agent from a skillset57Viewing agents in a skillset57Enabling a skillset58Disabling a skillset59Unconfiguring a skillset60Chapter 661Setting up skillset mailboxes61About skillset mailboxes61Determining a skillset mailbox number62Initializing a skillset mailbox63Opening a skillset mailbox64Opening a skillset mailbox remotely65Skillset mailbox password66Changing a skillset mailbox password66Resetting a skillset mailbox password67Recording skillset mailbox greetings68Examples of Primary and Alternate greetings68Choosing a Primary or Alternate skillset mailbox greeting70Recording a Personalized skillset mailbox greeting72Deleting a Personalized skillset mailbox greeting73Checking skillset mailboxes for messages74Playing skillset mailbox messages75Retrieving erased messages78Replying to messages79Replying to an internal caller79Replying to an external caller81Chapter 783Off-premise Message Notification83About Off-premise Message Notification83Assigning an outdial method to a skillset mailbox84Off-premise Message Notification parameters85Setting up Off-premise Message Notification86About setting up Off-premise Message Notification to a pager number91Changing Off-premise Message Notification96Deleting a destination number104Adding a destination number105Turning Off-premise Message Notification on or off106Chapter 8107Recording Call Center Greetings107About Call Center greetings107Examples of Call Center greetings107Recording a Call Center greeting109Importing a Call Center greeting112Exporting a Call Center greeting113Chapter 9115Setting up Intelligent Routing115About Intelligent routing115Intelligent Overflow Routing115Examples of Intelligent Overflow Routing rules117Assigning Intelligent Overflow Routing to a skillset122Moving an Intelligent Overflow rule124Modifying an Intelligent Overflow Rule125Deleting an Intelligent Overflow Rule125Chapter 10127Setting up Routing Tables127About Routing Tables127Fax Detection127Expected Wait Time129How to set up EWT129Recording EWT greetings130Examples of EWT greetings130Setting up an EWT Table131Deleting an EWT Table134Changing an EWT Table135About types of Routing Table steps136Greeting step parameters137Adding a Greeting step138Adding a Distribute for step141Adding a Goto step142Adding a Transfer step143Adding a Disconnect step144Assigning Routing Table hours of operation145Setting the Service Mode for skillsets147Example of a Day Routing Table149Example of a Night Routing Table151Changing a Routing Table152Reviewing Routing Table steps152Modifying Routing Table steps152Deleting Routing Table steps153Chapter 11155Creating Caller Input Rules155Creating a Caller Input Rule155Using wildcard characters159An example of using Intelligent Caller Routing, Advanced159Changing a Caller Input rule161Changing the rule length for a Caller Input Table162Changing a Caller Input Rule163Deleting a Caller Input rule163Clearing a Caller Input Rule Table163Chapter 12165Line administration165Setting the Answer Lines status165Configuring lines166Configuring several lines168Chapter 13169Setting up Call Center general properties169Assigning the Call Center language169General Call Center properties171Primary and Secondary alert times171Reserved channels171Call Center Reporting properties Address172Supervisor Help Request Timeout172Selection Method (Supervisor Help From)172Enable Caller ID172Setting up general Call Center properties173System Configuration Report175Chapter 14179Monitoring Call Center call activity179Monitoring call activity179Monitoring agent calls with Silent Monitor179Setting up Silent Monitor on your system180Using Silent Monitor with Answer DN181Monitoring tips181Logging on and monitoring agent calls182An agent requests help while you are in a monitoring session183About monitoring sessions184Monitoring skillsets185To monitor skillsets185An example of monitoring skillsets186Using a memory button to monitor calls waiting in skillsets186Taking some Not Ready time187Using Not Ready187Programming Not Ready to a memory button187Logging off188Changing your supervisor password188Supervisor Help189How Supervisor Help works189Configuring Supervisor Help191How to handle Supervisor help requests191How to handle missed requests192An example of retrieving an escalated request192Chapter 15193Activity Codes193What Activity Codes are193Optional and Prompted Activity Code logging193Examples of Activity Code calls195Activity Codes Call Center automatically enters: Autopegs and System Activity Codes196Autopegs196Examples of Autopeg calls196System Activity Codes197System Activity Codes that Call Center records197Examples of System Activity Code calls198Prompted and Optional Activity Code logging200Examples of Prompted and Optional Calls200How Activity Codes interact with system features202Creating Activity Codes204Changing an Activity Code205Deleting an Activity Code205Importing Activity Codes206Communicating Activity Codes to supervisors and agents207Assigning Activity Code settings to agents and skillsets208Generating Activity Code reports208How agents enter Activity Codes209Chapter 16211Tips for operating Call Center211Agent administration211Skillset administration211Call Center greetings211Routing Table administration212Call Center general parameters212How to calculate the longest time a caller can be on hold213Tips to improve the efficiency of Call Center214Using B1 and B2 DNs214Chapter 17217Examples of Call Center configurations217Basic Call Center217General Configuration218Skillset 1 properties218Skillset 2 properties221Professional Call Center with Reporting223General Configuration224General Properties225Caller Input Rules225Expected Wait Time226Activity Codes226Lines227Skillset 1227Skillset 2230Skillset 3232Skillset 4234Multimedia Call Center236General properties236Activity Codes237Lines238Skillset 5238Chapter 18241Troubleshooting Call Center241Resetting passwords241Resetting the Operator password241Resetting the Call Center Administrator password242Agent problems243Agent log on problems243Important considerations about how agents use features243Skillset problems246Problems enabling skillsets246Problems changing skillset properties246Problems viewing skillset settings246Problems transferring calls to the voicemail extension246Call processing problems247Chapter 19251Call Center Programming Record251Feature Codes252General Call Center properties252Operator/Business Status252Call Center skillsets253Call Center Greetings254Intelligent Overflow Routing255Call Center agents256Skillset assignments257Skillset mailboxes258Routing Tables259Caller Input Rules260Intelligent CLID/DNIS Routing261Line answering262Glossary263Index269Size: 5.55 MBPages: 274Language: EnglishOpen manual
