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Nortel Networks Call Center Telephone manual An example of monitoring skillsets

Models: Call Center Telephone

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Chapter 11 Monitoring call activity 155

An example of monitoring skillsets

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.

Skill 1: Enabled

GOTO SKILL NEXT

1: 7 agents

GOTO SKILL NEXT

1: 2 calls

GOTO SKILL NEXT

1: wait 4:00

GOTO SKILL NEXT

1Press ≤·‚·.

2Press NEXT to monitor skillset 1.

In this example, skillset 1 is enabled and appears on the display first. If skillset 1 is not enabled, press NEXT to go to skillset 2. To monitor the next skillset, press SKILL at any time.

To monitor another skillset, press GOTO and enter the skillset number.

3The display shows the number of agents logged on to skillset 1. Press NEXT.

4The display shows the calls that are currently waiting to be answered by agents in skillset 1.

Press NEXT.

5The display shows that the call waiting the longest in skillset 1 has been waiting for four minutes.

6Press ®to end the session or

press GOTO to monitor another skillset and enter the skillset number

or

press NEXT to monitor skillset 2.

To monitor calls using a one or two line telephone

You can monitor calls using a one line telephone. While you are using ≤·‚·, on a one line or a two line telephone you can:

•press ⁄for GOTO to enter the number of the skillset you want to monitor

•press ¤for NEXT

•press ‹or ﬂfor SKILL to monitor the next enabled skillset

•press ›for PREV to go to previous menu

•press £to go to the next menu

•press •to cancel the session

Call Center Telephone Administration Guide

Image 155

Nortel Networks Call Center Telephone manual An example of monitoring skillsets

Contents

Call Center Telephone Administration Guide Copyright 2004 Nortel Networks Contents Chapter Setting up skillsets Chapter Setting up agents Chapter Monitoring call activity Glossary Index Contents N0025637 Chapter About Call Center What Call Center includes Features Basic Call Center Enhanced Call CenterNot available Available Agents What you can administer through a telephoneCall Center properties Routing Related documentsTelephone How to get helpAn example of a two line display Chapter About Call Center telephone administrationSetting up Call Center with a two line display telephone System timeoutTo delete a character Using the dialpadTo enter a character To accept a characterConvention Example Used for Symbols and conventions used in this guideAbout telephone buttons To determine the Feature Codes Feature codesTo program a memory button Programming a memory button with a Feature CodeDisplay Waiting Calls Use this Feature Code Open MailboxOperator Settings Voicemail DNMonitor skillsets Feature Codes used by Call Center agentsAgent Feature Codes Agents use this Feature Code Open MailboxAbout Call Center telephone administration N0025637 Chapter Call Center general properties Enabling the Call Center software authorization codeCall Center general properties Enabled Primary and Secondary alert times Setting Call Center general propertiesTo set Call Center general properties Reserved channelsSetting Caller ID Setting the Supervisor Help request timeout Configuring lines To configure lines for Call Center To set the Answer Lines status Setting the Answer Lines statusTo reset the Call Center Administrator password Resetting the Call Center Administrator passwordCall Center general properties Must change pswd Pswd Call Center general properties N0025637 Types of Call Center greetings Chapter Call Center greetingsAbout Call Center greetings Non-business hours greeting Recording a Call Center greetingTo record a Call Center greeting Transfer greetingCall Center greetings CC greeting Call Center greetings N0025637 How incoming calls are sent to a skillset Chapter Setting up skillsetsAbout skillsets Name Skillset propertiesSkillset number Control DNExtension Delay AnswerMWI ext Message Waiting IndicationExpected Wait Time Service ModeTo set up a skillset Setting up a skillsetRetry Quit OPT Prmpt Next Chng 24HR Next Enabling a skillset To enable a skillsetDisabling a skillset To disable a skillsetTo change a skillset Changing skillset propertiesSetting up skillsets MWI ext none EWT ICD hhmmss Tu xxxxa-xxxxp To unconfigure a skillset you must Unconfiguring a skillsetThis display appears momentarily Press to end the session About skillset mailboxes Chapter Setting up skillset mailboxesDetermining a skillset mailbox number Checking which telephone mailbox interface you use To initialize a skillset mailbox Initializing a skillset mailboxTo open a skillset mailbox CallPilot Opening a skillset mailboxTo open a skillset mailbox Norstar Voice Mail Setting up skillset mailboxes To change a skillset mailbox password Skillset mailbox passwordChanging a skillset mailbox password To reset a skillset mailbox password Resetting a skillset mailbox passwordExamples of Primary and Alternate greetings Recording skillset mailbox greetingsTo record a Primary or Alternate skillset mailbox greeting To choose a Primary or Alternate skillset mailbox greeting Choosing a Primary or Alternate skillset mailbox greetingSetting up skillset mailboxes Accept msgsY To record a Personalized skillset mailbox greeting Recording a Personalized skillset mailbox greetingDeleting a Personalized mailbox greeting Checking skillset mailboxes for messages To play skillset mailbox messages Norstar Voice Mail Playing skillset mailbox messagesOption Button Available Description While After Playing Playing skillset mailbox messages Norstar Voice MailTo play skillset mailbox messages CallPilot To retrieve an erased message CallPilot Retrieving erased messagesTo retrieve an erased message Norstar Voice Mail If you use You want to Use Replying to messagesReplying to an internal caller To reply to an internal caller Norstar Voice MailTo reply to an internal caller CallPilot To reply to an external caller CallPilot Using the Reply feature to reply to an external callerTo reply to an external caller Norstar Voice Mail About Off-premise Message Notification Chapter Off-premise Message NotificationTo assign an outdial method to a skillset mailbox Assigning an outdial method to a skillset mailboxOff-premise Message Notification parameters Setting up Off-premise Message NotificationPress AM or ⁄ or PM or ¤ Off-premise Message Notification Start time To set up Off-premise Message Notification to an extension Off-premise Message Notification Stop time Example of a destination pager number To set up Off-premise Message Notification to a pagerRetryok Addok Press AM or ⁄ or PM or ¤ Setup Next Off-premise Message Notification Startstart time To change the destination type Refer to Changing Off-premise Message NotificationTo change the time range or type of message parameters Chngnext Phone EXT Pager Retryok Off-premise Message Notification More dest? Modifypager Off-premise Message Notification Startstart time Retryok Addok Off-premise Message Notification Showxxxx To delete a destination number Deleting a destination numberTo add a destination number Adding a destination numberTo turn Off-premise Message Notification on or off Turning Off-premise Message Notification on or offOff-premise Message Notification N0025637 Agent properties Chapter Setting up agentsAbout adding agents Agent priority Adding an agentSetting up agents Priority Changing an agent Adding multiple agents Press Agent Press ADD To assign an agent to a skillset Assigning an agent to a skillsetTo assign several agents to a skillset Assigning several agents to a skillsetRemoving agents from a skillset You can review the agents in a skillset Viewing agents in a skillsetLogging an agent off Deleting an agent Resetting an agent password Setting up agents N0025637 Mode Chapter Intelligent Overflow RoutingAction Examples of Intelligent Overflow Routing rules Mode Conditions Action ExplanationTransfers to the skillset mailbox Skillset 1 for 2 minutes and 30 seconds and if there Night 0230 Skillset Mailbox Day 0010 Overflow 2, 3 Adding Overflow rules Ssmbx Oflss Othr Changing and viewing Overflow rules Change More Next Deleting Overflow rules To set up did routing for CallPilot 100/150 Chapter Routing table administrationSetting up did routing Fax Detection About types of Routing Table steps Greeting step parameters Adding a Greeting stepTo add a Greeting step Chng Disabl Next Chng Disabl OK Adding a Distribute for step Adding a Goto step Adding a Transfer step Extn Mbox Othr Adding a Disconnect step Example of a Day Routing Table To set up the Day Routing Table exampleRouting table administration Route Table Routing table administration CCR Key 2 Tr Press Chng Press OK Press to end the session Example of a Night Routing Table To set up the Night Routing Table exampleRouting table administration Greeting type Reviewing Routing Table steps Follow the procedureChanging a routing table Modifying Routing Table steps Erasing a Routing Table To set the Service Mode for a skillset Setting the Service Modes for skillsetsChng View Next Routing table administration N0025637 Monitoring agent calls with Silent Monitor Chapter Monitoring call activityTo set up Silent Monitor Setting up Silent Monitor on your systemMonitoring tips Using Silent Monitor with Answer DNDisplay Description Monitoring skillsetsTo monitor skillsets An example of monitoring skillsets To monitor calls using a one or two line telephoneTaking some Not Ready time Using a memory button to monitor calls waiting in skillsetsUsing Not Ready Programming Not Ready to a memory button Logging off Changing your passwordHow Supervisor Help works Supervisor HelpRequesting agent’s skillsets For information about Refer to Configuring Supervisor HelpHow to handle Supervisor help requests An example of retrieving an escalated request How to handle missed requestsCall Center greetings Agent administrationSkillset administration Chapter Tips for operating Call CenterCall Center general parameters Routing Table administrationHow to calculate the longest time a caller can be on hold Plan for busy times Tips to improve the efficiency of Call CenterTo reset the Operator password Chapter Troubleshooting Call CenterResetting passwords Resetting the Operator passwordImportant considerations about how agents use features Agent problemsAgent log on problems Hunt groups Problems changing skillset properties Skillset problemsFor this programming task See Chapter Call Center Programming RecordGeneral Call Center parameters Feature code name Dialpad buttons Custom Feature CodeOperator/Business Status Password OperatorSkillset Rules Skillset # Parameter Call Center skillsetsCall Center agents Skillset name and # Agent ID and name Priority Skillset assignmentsSkillset mailboxes Routing Tables Line # Skillset # Line answeringCall Center Programming Record N0025637 Attendant GlossaryAgent Alert timesCall Forward All Calls Cfac Call Center AdministratorClass of Service Call CenterIntelligent CLID/DNIS Routing IndicatorGreeting Table Intelligent Caller Input Routing, BasicPrimary alert time Memory button indicatorMessage Waiting Indication MWI Off-premise Message NotificationSkillset Real timeReserved channel Routing TableGlossary N0025637 Numerics IndexIndex Destination pager number and message N0025637 Index