Nortel Networks Call Center Telephone manual

160Chapter 11 Monitoring call activity

If the supervisor denies or ignores a help request, the request is escalated. The ≤·‚ﬂ indicator flashes quickly on the sets of all supervisors who are notified of the escalated request. Active escalated requests take precedence over missed requests, so the Supervisor Help LCD indicator does not flash slowly if there are active requests that have not been accepted.

An escalated request goes to supervisors as follows:

No supervisors are available	the request escalates to all potential supervisors. If escalation is system
	wide, a potential supervisor is any logged on supervisor. If escalation is
	skillset based, a potential supervisor is one who is logged onto the
	requesting agent’s skillsets.

The request is denied by the	the request escalates to all potential supervisors except for the selected
selected supervisor	supervisor, unless the selected supervisor is the only potential
	supervisor.

The request is ignored

the request escalates to all potential supervisors.

Agents can request Supervisor Help only if they are on an active Call Center call. They cannot use Supervisor Help if they are not logged in, not ready, idle, have a call on hold, or are on a non-Call Center call. An agent can cancel Supervisor Help at any time before a supervisor answers the request.

When an agent requests Supervisor Help, Call Center looks for a single suitable supervisor to handle the request. If no supervisor is available, or the selected supervisor denies or ignores the request, the request is escalated. You set up supervisor selection to be either system wide or skillset based. System wide selection looks for all the available supervisors. Skillset based selection looks for only the supervisors who are assigned to the skillsets the agent is logged on to.

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Image 160

Nortel Networks Call Center Telephone manual Requesting agent’s 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 Features Basic Call Center Enhanced Call Center What Call Center includes Not available Available Call Center properties What you can administer through a telephoneAgents Related documents Routing How to get help Telephone Chapter About Call Center telephone administration Setting up Call Center with a two line display telephoneSystem timeout An example of a two line display Using the dialpad To enter a characterTo accept a character To delete a character About telephone buttons Symbols and conventions used in this guideConvention Example Used for Feature codes To determine the Feature Codes Programming a memory button with a Feature Code To program a memory button Use this Feature Code Open Mailbox Operator SettingsVoicemail DN Display Waiting Calls Feature Codes used by Call Center agents Agent Feature CodesAgents use this Feature Code Open Mailbox Monitor skillsets About Call Center telephone administration N0025637 Enabling the Call Center software authorization code Chapter Call Center general properties Call Center general properties Enabled Setting Call Center general properties Primary and Secondary alert times Reserved channels To set Call Center general properties Setting Caller ID Setting the Supervisor Help request timeout Configuring lines To configure lines for Call Center Setting the Answer Lines status To set the Answer Lines status Resetting the Call Center Administrator password To reset the Call Center Administrator password Call Center general properties Must change pswd Pswd Call Center general properties N0025637 About Call Center greetings Chapter Call Center greetingsTypes of Call Center greetings Recording a Call Center greeting To record a Call Center greetingTransfer greeting Non-business hours greeting Call Center greetings CC greeting Call Center greetings N0025637 About skillsets Chapter Setting up skillsetsHow incoming calls are sent to a skillset Skillset properties Skillset numberControl DN Name Delay Answer MWI extMessage Waiting Indication Extension Service Mode Expected Wait Time Setting up a skillset To set up a skillset Retry Quit OPT Prmpt Next Chng 24HR Next To enable a skillset Enabling a skillset To disable a skillset Disabling a skillset Changing skillset properties To change a skillset Setting up skillsets MWI ext none EWT ICD hhmmss Tu xxxxa-xxxxp Unconfiguring a skillset To unconfigure a skillset you must This display appears momentarily Press to end the session Chapter Setting up skillset mailboxes About skillset mailboxes Determining a skillset mailbox number Checking which telephone mailbox interface you use Initializing a skillset mailbox To initialize a skillset mailbox To open a skillset mailbox Norstar Voice Mail Opening a skillset mailboxTo open a skillset mailbox CallPilot Setting up skillset mailboxes Changing a skillset mailbox password Skillset mailbox passwordTo change a skillset mailbox password Resetting a skillset mailbox password To reset a skillset mailbox password Recording skillset mailbox greetings Examples of Primary and Alternate greetings To record a Primary or Alternate skillset mailbox greeting Choosing a Primary or Alternate skillset mailbox greeting To choose a Primary or Alternate skillset mailbox greeting Setting up skillset mailboxes Accept msgsY Recording a Personalized skillset mailbox greeting To record a Personalized skillset mailbox greeting Deleting a Personalized mailbox greeting Checking skillset mailboxes for messages Playing skillset mailbox messages To play skillset mailbox messages Norstar Voice Mail Playing skillset mailbox messages Norstar Voice Mail Option Button Available Description While After Playing To play skillset mailbox messages CallPilot To retrieve an erased message Norstar Voice Mail Retrieving erased messagesTo retrieve an erased message CallPilot Replying to messages Replying to an internal callerTo reply to an internal caller Norstar Voice Mail If you use You want to Use To reply to an internal caller CallPilot To reply to an external caller Norstar Voice Mail Using the Reply feature to reply to an external callerTo reply to an external caller CallPilot Chapter Off-premise Message Notification About Off-premise Message Notification Assigning an outdial method to a skillset mailbox To assign an outdial method to a skillset mailbox Setting up Off-premise Message Notification Off-premise Message Notification parameters Press 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 To set up Off-premise Message Notification to a pager Example of a destination pager number Retryok Addok Press AM or ⁄ or PM or ¤ Setup Next Off-premise Message Notification Startstart time To change the time range or type of message parameters Changing Off-premise Message NotificationTo change the destination type Refer to 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 Deleting a destination number To delete a destination number Adding a destination number To add a destination number Turning Off-premise Message Notification on or off To turn Off-premise Message Notification on or off Off-premise Message Notification N0025637 About adding agents Chapter Setting up agentsAgent properties Adding an agent Agent priority Setting up agents Priority Changing an agent Adding multiple agents Press Agent Press ADD Assigning an agent to a skillset To assign an agent to a skillset Assigning several agents to a skillset To assign several agents to a skillset Removing agents from a skillset Viewing agents in a skillset You can review the agents in a skillset Logging an agent off Deleting an agent Resetting an agent password Setting up agents N0025637 Chapter Intelligent Overflow Routing Mode Action Mode Conditions Action Explanation Examples of Intelligent Overflow Routing rules Transfers 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 Setting up did routing Chapter Routing table administrationTo set up did routing for CallPilot 100/150 Fax Detection About types of Routing Table steps Adding a Greeting step Greeting step parameters To 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 To set up the Day Routing Table example Example of a Day Routing Table Routing table administration Route Table Routing table administration CCR Key 2 Tr Press Chng Press OK Press to end the session To set up the Night Routing Table example Example of a Night Routing Table Routing table administration Greeting type Changing a routing table Follow the procedureReviewing Routing Table steps Modifying Routing Table steps Erasing a Routing Table Setting the Service Modes for skillsets To set the Service Mode for a skillset Chng View Next Routing table administration N0025637 Chapter Monitoring call activity Monitoring agent calls with Silent Monitor Setting up Silent Monitor on your system To set up Silent Monitor Using Silent Monitor with Answer DN Monitoring tips To monitor skillsets Monitoring skillsetsDisplay Description To monitor calls using a one or two line telephone An example of monitoring skillsets Using Not Ready Using a memory button to monitor calls waiting in skillsetsTaking some Not Ready time Programming Not Ready to a memory button Changing your password Logging off Supervisor Help How Supervisor Help works Requesting agent’s skillsets How to handle Supervisor help requests Configuring Supervisor HelpFor information about Refer to How to handle missed requests An example of retrieving an escalated request Agent administration Skillset administrationChapter Tips for operating Call Center Call Center greetings Routing Table administration Call Center general parameters How to calculate the longest time a caller can be on hold Tips to improve the efficiency of Call Center Plan for busy times Chapter Troubleshooting Call Center Resetting passwordsResetting the Operator password To reset the Operator password Agent log on problems Agent problemsImportant considerations about how agents use features Hunt groups Skillset problems Problems changing skillset properties Chapter Call Center Programming Record For this programming task See Feature code name Dialpad buttons Custom Feature Code General Call Center parameters Password Operator Operator/Business Status Call Center skillsets Skillset Rules Skillset # Parameter Call Center agents Skillset assignments Skillset name and # Agent ID and name Priority Skillset mailboxes Routing Tables Line answering Line # Skillset # Call Center Programming Record N0025637 Glossary AgentAlert times Attendant Call Center Administrator Class of ServiceCall Center Call Forward All Calls Cfac Indicator Greeting TableIntelligent Caller Input Routing, Basic Intelligent CLID/DNIS Routing Memory button indicator Message Waiting Indication MWIOff-premise Message Notification Primary alert time Real time Reserved channelRouting Table Skillset Glossary N0025637 Index Numerics Index Destination pager number and message N0025637 Index