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Nortel Networks Call Center Telephone Feature Codes used by Call Center agents, Monitor skillsets

Models: Call Center Telephone

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Chapter 2 About Call Center telephone administration 21

Feature Codes used by Call Center agents

If you have Custom Feature Codes, record them in the table “Feature Codes” on page 172.

Agent Feature Codes

For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent Guide. For more information on Feature Codes used by supervisors, refer to the “Feature Codes used by Call Center Administrators and supervisors” on page 20.

	Agents use this Feature Code	To...

	Open Mailbox	• access messages in a skillset mailbox
	≤·°⁄	• access messages in a skillset mailbox
	≤·°⁄

	Log on/Log off	• log on when they are in the office
	Monitor skillsets	• view the status of the skillsets they are logged on to. Agents can
	≤·‚›	program a memory button with the Log on/Log off Feature Code. The
	≤·‚›	status of the calls waiting in the skillset is shown by the flash rate of

		the indicator. For more information refer to “Primary and Secondary
		alert times” on page 25.

	Supervisor Help	• requests help from a supervisor
	≤·‚ﬂ

	Activity Codes	• start a session where they can enter Activity Codes
	≤·‚‡

	Not Ready	• activate or cancel the Not Ready feature on their telephone. If the
	≤·‚°	work resulting from a call requires extra time to complete, an agent
	≤·‚°	can use the Not Ready Feature Code to prevent Call Center from

		routing another call to them. If an agent makes a telephone call, or if a
		supervisor is monitoring a call, they first use the Not Ready Feature
		Code to activate the Not Ready feature. When the agent is ready to
		receive calls, they use this Feature Code to cancel the Not Ready
		feature and receive calls again.
		• If an agent does not answer a call within a certain number of rings, the
		call is returned to the skillset and the agent telephone is automatically
		placed into Auto Busy Mode or Auto Logout Mode. The agent must
		manually cancel the Auto Busy Mode feature by using the Not Ready
		Feature Code to continue to receive calls.

	Display Waiting Calls	• see, during peak call periods, which skillsets have the most call
	≤·‚·	activity.
	≤·‚·

Call Center Telephone Administration Guide

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Nortel Networks Call Center Telephone Feature Codes used by Call Center agents, Agent Feature Codes, Monitor 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 What you can administer through a telephone Call Center propertiesAgents Routing Related documentsTelephone How to get helpSetting up Call Center with a two line display telephone Chapter About Call Center telephone administrationSystem timeout An example of a two line displayTo enter a character Using the dialpadTo accept a character To delete a characterSymbols and conventions used in this guide About telephone buttonsConvention Example Used for To determine the Feature Codes Feature codesTo program a memory button Programming a memory button with a Feature CodeOperator Settings Use this Feature Code Open MailboxVoicemail DN Display Waiting CallsAgent Feature Codes Feature Codes used by Call Center agentsAgents use this Feature Code Open Mailbox Monitor skillsetsAbout 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 Chapter Call Center greetings About Call Center greetingsTypes of Call Center greetings To record a Call Center greeting Recording a Call Center greetingTransfer greeting Non-business hours greetingCall Center greetings CC greeting Call Center greetings N0025637 Chapter Setting up skillsets About skillsetsHow incoming calls are sent to a skillset Skillset number Skillset propertiesControl DN NameMWI ext Delay AnswerMessage Waiting Indication ExtensionExpected 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 mailboxOpening 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 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 Retrieving erased messages To retrieve an erased message Norstar Voice MailTo retrieve an erased message CallPilot Replying to an internal caller Replying to messagesTo reply to an internal caller Norstar Voice Mail If you use You want to UseTo 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 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 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 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 Chapter Setting up agents About adding agentsAgent properties 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 Chapter Routing table administration Setting up did routingTo set up did routing for CallPilot 100/150 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 Follow the procedure Changing a routing tableReviewing Routing Table steps 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 DNMonitoring skillsets To monitor skillsetsDisplay Description An example of monitoring skillsets To monitor calls using a one or two line telephoneUsing a memory button to monitor calls waiting in skillsets Using Not ReadyTaking some Not Ready time Programming Not Ready to a memory button Logging off Changing your passwordHow Supervisor Help works Supervisor HelpRequesting agent’s skillsets Configuring Supervisor Help How to handle Supervisor help requestsFor information about Refer to An example of retrieving an escalated request How to handle missed requestsSkillset administration Agent administrationChapter Tips for operating Call Center Call Center greetingsCall 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 CenterResetting passwords Chapter Troubleshooting Call CenterResetting the Operator password To reset the Operator passwordAgent problems Agent log on problemsImportant considerations about how agents use features 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 Agent GlossaryAlert times AttendantClass of Service Call Center AdministratorCall Center Call Forward All Calls CfacGreeting Table IndicatorIntelligent Caller Input Routing, Basic Intelligent CLID/DNIS RoutingMessage Waiting Indication MWI Memory button indicatorOff-premise Message Notification Primary alert timeReserved channel Real timeRouting Table SkillsetGlossary N0025637 Numerics IndexIndex Destination pager number and message N0025637 Index