Nortel Networks Call Center Telephone specification

162 Chapter 11 Monitoring call activity

How to handle missed requests

When a supervisor’s Supervisor Help LCD indicator is flashing, the supervisor can retrieve escalated or missed Supervisor Help requests.

If there are one or more requests, Call Center shows all of the requests. Escalated requests for calls that are still active are shown first, from the oldest to most recent. After that, missed requests are shown from the oldest to the most recent.

A supervisor can accept the call by pressing the YES softkey. After the supervisor accepts the request, the request no longer appears to other supervisors who are retrieving help requests. Their displays show the next escalated request, or the first missed request if there are no more escalated requests, or “No help requests” if there are no more missed requests.

For a missed request, the prompt “xx:aname asked” appears, and the supervisor can retrieve information about the call by pressing the INFO softkey, or can move to the next request by pressing the NEXT softkey.

An example of retrieving an escalated request

The supervisor launches the Supervisor Help feature by pressing the Supervisor Help (F906) feature key.

1Launch the Supervisor Help feature by pressing ≤·‚ﬂor the F906 memory button on your telephone.

Help xx?			2 The display shows the ID and name of the agent requesting help.
INFO	YES	NO	Press YES to accept the help request
			Press YES to accept the help request
			or
			press INFO to see more information about the request
			or
			press NO to deny the request. This escalates the request, and the
			display shows the next help request, if there is one.

3When the help session is complete, press ®to end the session.

For a missed request, the prompt “aa asked help” appears”.

After a missed request is viewed by a supervisor, it is not shown to any other supervisor.

N0025637 01

Image 162

Nortel Networks Call Center Telephone manual How to handle missed requests, An example of retrieving an escalated request

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 What you can administer through a telephone Call Center propertiesAgents Related documents Routing How to get help Telephone System timeout Chapter About Call Center telephone administrationSetting up Call Center with a two line display telephone An example of a two line display To accept a character Using the dialpadTo enter a character To delete a character Symbols and conventions used in this guide About telephone buttonsConvention Example Used for Feature codes To determine the Feature Codes Programming a memory button with a Feature Code To program a memory button Voicemail DN Use this Feature Code Open MailboxOperator Settings Display Waiting Calls Agents use this Feature Code Open Mailbox Feature Codes used by Call Center agentsAgent Feature Codes 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 Chapter Call Center greetings About Call Center greetingsTypes of Call Center greetings Transfer greeting Recording a Call Center greetingTo record a Call Center greeting Non-business hours greeting Call Center greetings CC greeting Call Center greetings N0025637 Chapter Setting up skillsets About skillsetsHow incoming calls are sent to a skillset Control DN Skillset propertiesSkillset number Name Message Waiting Indication Delay AnswerMWI ext 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 Opening a skillset mailbox To open a skillset mailbox Norstar Voice MailTo open a skillset mailbox CallPilot Setting up skillset mailboxes Skillset mailbox password Changing a 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 Retrieving erased messages To retrieve an erased message Norstar Voice MailTo retrieve an erased message CallPilot To reply to an internal caller Norstar Voice Mail Replying to messagesReplying to an internal caller If you use You want to Use To reply to an internal caller CallPilot Using the Reply feature to reply to an external caller To reply to an external caller Norstar Voice MailTo 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 Changing Off-premise Message Notification To change the time range or type of message parametersTo 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 Chapter Setting up agents About adding 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 Chapter Routing table administration Setting up did routingTo 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 Follow the procedure Changing a routing tableReviewing 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 Monitoring skillsets To monitor skillsetsDisplay Description To monitor calls using a one or two line telephone An example of monitoring skillsets Using a memory button to monitor calls waiting in skillsets Using Not ReadyTaking 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 Configuring Supervisor Help How to handle Supervisor help requestsFor information about Refer to How to handle missed requests An example of retrieving an escalated request Chapter Tips for operating Call Center Agent administrationSkillset administration 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 Resetting the Operator password Chapter Troubleshooting Call CenterResetting passwords To reset the Operator password Agent problems Agent log on 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 Alert times GlossaryAgent Attendant Call Center Call Center AdministratorClass of Service Call Forward All Calls Cfac Intelligent Caller Input Routing, Basic IndicatorGreeting Table Intelligent CLID/DNIS Routing Off-premise Message Notification Memory button indicatorMessage Waiting Indication MWI Primary alert time Routing Table Real timeReserved channel Skillset Glossary N0025637 Index Numerics Index Destination pager number and message N0025637 Index