Nortel Networks Call Center Telephone manual What you can administer through a telephone, Agents

12Chapter 1 About Call Center

What you can administer through a telephone

Call Center properties

Software authorization code	“Enabling the Call Center software authorization code” on
	page 23
Primary and Secondary Alert times	“Primary and Secondary alert times” on page 25
Reserved Channels	“Reserved channels” on page 26
Supervisor Help	“Setting the Supervisor Help request timeout” on page 28
	“Selecting skillsets supervisors can receive help requests
	from” on page 28
Caller ID display settings	“Setting Caller ID” on page 27
Lines	“Configuring lines” on page 29
Answer lines status	“Setting the Answer Lines status” on page 31
Reset Administrator password	“Resetting the Call Center Administrator password” on page
	32
Call Center greetings	“Recording a Call Center greeting” on page 36
	NOTE: You must use CallPilot Manager to add Greeting
	captions.
Skillsets

Parameters: name, number, control DN, Message Waiting Indicator DN, Method of Distribution, Break Time, Delay Answer, Activity Code and Expected Wait Time settings, service mode, prompt language, attendant extension.

Monitor skillsets

“Setting up a skillset” on page 43

“Setting the Service Modes for skillsets” on page 148

“Monitoring skillsets” on page 154

NOTE: you must use CallPilot Manager to set up Caller Input Rules and Expected Wait Time and Activity Code tables.

Skillset mailboxes initialize a skillset mailbox change a skillset mailbox password record skillset mailbox greetings play skillset mailbox messages

Off-premise message notification

“About skillset mailboxes” on page 55 “Initializing a skillset mailbox” on page 58 “Skillset mailbox password” on page 61 “Recording skillset mailbox greetings” on page 63 “Playing skillset mailbox messages” on page 70

“About Off-premise Message Notification” on page 77

Agents

Agent ID, name, supervisor, automatic
answer, missed call options, priority, Activity	“Adding an agent” on page 102
Code entry type
Assign agents to skillsets	“Assigning an agent to a skillset” on page 107
Log an agent off	“Logging an agent off” on page 111
Reset an agent password	“Resetting an agent password” on page 113
Monitor agents	“Monitoring agent calls with Silent Monitor” on page 151

N0025637 01