About skillsets | Nortel Networks Call Center Telephone guide

39

Chapter 5

Setting up skillsets

About skillsets

Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold calls for different call center departments, such as sales and technical support.

You can have a maximum of 2 skillsets for Basic Call Center or 30 skillsets for Enhanced Call Center.

You cannot change the properties of a skillset while it is enabled. You must disable the skillset. If you want to change the CDN, disable the skillset and wait until there are no calls in the skillset before you change the CDN.

How incoming calls are sent to a skillset

Incoming calls are sent to a skillset in one of the following ways:

•You assign a line to be answered directly by a skillset. For information about configuring lines refer to “Configuring lines” on page 29.

•A receptionist, agent or subscriber receives a call and transfers the call to a skillset.

They can transfer the call to a skillset by pressing ≤‡‚or TRANSFER and entering the CDN of the skillset. The receptionist, agent or subscriber must not use the Call Pickup feature.

•The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that routes them to the CDN of the skillset.

•Calls can be forwarded to the Voicemail extension of the skillset by Call Forward All Calls (CFAC), Call Forward No Answer (CFNA) or Call Forward On Busy (CFB). For information about these features, refer to the Norstar System Coordinator Guide.

Note: Agents are restricted in how they can use CFAC, CFNA and CFB. For more information refer to “Important considerations about how agents use features” on page 168.

Call Center Telephone Administration Guide

Image 39

Nortel Networks Call Center Telephone manual Chapter Setting up skillsets, About 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 Center Not available Available What you can administer through a telephone Call Center propertiesAgents Routing Related documents Telephone How to get help An example of a two line display Chapter About Call Center telephone administrationSetting up Call Center with a two line display telephone System timeout To delete a character Using the dialpadTo enter a character To accept a character Symbols and conventions used in this guide About telephone buttonsConvention Example Used for To determine the Feature Codes Feature codes To program a memory button Programming a memory button with a Feature Code Display Waiting Calls Use this Feature Code Open MailboxOperator Settings Voicemail DN Monitor skillsets Feature Codes used by Call Center agentsAgent Feature Codes Agents use this Feature Code Open Mailbox About Call Center telephone administration N0025637 Chapter Call Center general properties Enabling the Call Center software authorization code Call Center general properties Enabled Primary and Secondary alert times Setting Call Center general properties To set Call Center general properties Reserved channels Setting 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 status To reset the Call Center Administrator password Resetting 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 Non-business hours greeting Recording a Call Center greetingTo record a Call Center greeting Transfer greeting Call Center greetings CC greeting Call Center greetings N0025637 Chapter Setting up skillsets About skillsetsHow incoming calls are sent to a skillset Name Skillset propertiesSkillset number Control DN Extension Delay AnswerMWI ext Message Waiting Indication Expected Wait Time Service Mode To set up a skillset Setting up a skillset Retry Quit OPT Prmpt Next Chng 24HR Next Enabling a skillset To enable a skillset Disabling a skillset To disable a skillset To change a skillset Changing skillset properties Setting up skillsets MWI ext none EWT ICD hhmmss Tu xxxxa-xxxxp To unconfigure a skillset you must Unconfiguring a skillset This display appears momentarily Press to end the session About skillset mailboxes Chapter Setting up skillset mailboxes Determining a skillset mailbox number Checking which telephone mailbox interface you use To initialize a skillset mailbox Initializing 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 To reset a skillset mailbox password Resetting a skillset mailbox password Examples of Primary and Alternate greetings Recording skillset mailbox greetings To record a Primary or Alternate skillset mailbox greeting To choose a Primary or Alternate skillset mailbox greeting Choosing a Primary or Alternate skillset mailbox greeting Setting up skillset mailboxes Accept msgsY To record a Personalized skillset mailbox greeting Recording a Personalized skillset mailbox greeting Deleting a Personalized mailbox greeting Checking skillset mailboxes for messages To play skillset mailbox messages Norstar Voice Mail Playing skillset mailbox messages Option Button Available Description While After Playing Playing skillset mailbox messages Norstar Voice Mail To play skillset mailbox messages CallPilot Retrieving erased messages To retrieve an erased message Norstar Voice MailTo retrieve an erased message CallPilot If you use You want to Use Replying to messagesReplying to an internal caller To reply to an internal caller Norstar Voice Mail 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 About Off-premise Message Notification Chapter Off-premise Message Notification To assign an outdial method to a skillset mailbox Assigning an outdial method to a skillset mailbox Off-premise Message Notification parameters Setting up Off-premise Message Notification 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 Example of a destination pager number To set up Off-premise Message Notification to a pager 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 To delete a destination number Deleting a destination number To add a destination number Adding a destination number To turn Off-premise Message Notification on or off Turning Off-premise Message Notification on or off Off-premise Message Notification N0025637 Chapter Setting up agents About adding agentsAgent properties Agent priority Adding an agent Setting 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 skillset To assign several agents to a skillset Assigning several agents to a skillset Removing agents from a skillset You can review the agents in a skillset Viewing agents in a skillset Logging an agent off Deleting an agent Resetting an agent password Setting up agents N0025637 Mode Chapter Intelligent Overflow Routing Action Examples of Intelligent Overflow Routing rules Mode Conditions Action Explanation 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 Greeting step parameters Adding a Greeting step 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 Example of a Day Routing Table To set up the Day Routing Table example Routing 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 example Routing 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 skillsets Chng View Next Routing table administration N0025637 Monitoring agent calls with Silent Monitor Chapter Monitoring call activity To set up Silent Monitor Setting up Silent Monitor on your system Monitoring tips Using Silent Monitor with Answer DN Monitoring skillsets To monitor skillsetsDisplay Description An example of monitoring skillsets To monitor calls using a one or two line telephone Using 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 password How Supervisor Help works Supervisor Help Requesting 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 requests Call Center greetings Agent administrationSkillset administration Chapter Tips for operating Call Center Call Center general parameters Routing Table administration How to calculate the longest time a caller can be on hold Plan for busy times Tips to improve the efficiency of Call Center To reset the Operator password Chapter Troubleshooting Call CenterResetting passwords Resetting the Operator password Agent problems Agent log on problemsImportant considerations about how agents use features Hunt groups Problems changing skillset properties Skillset problems For this programming task See Chapter Call Center Programming Record General Call Center parameters Feature code name Dialpad buttons Custom Feature Code Operator/Business Status Password Operator Skillset Rules Skillset # Parameter Call Center skillsets Call Center agents Skillset name and # Agent ID and name Priority Skillset assignments Skillset mailboxes Routing Tables Line # Skillset # Line answering Call Center Programming Record N0025637 Attendant GlossaryAgent Alert times Call Forward All Calls Cfac Call Center AdministratorClass of Service Call Center Intelligent CLID/DNIS Routing IndicatorGreeting Table Intelligent Caller Input Routing, Basic Primary alert time Memory button indicatorMessage Waiting Indication MWI Off-premise Message Notification Skillset Real timeReserved channel Routing Table Glossary N0025637 Numerics Index Index Destination pager number and message N0025637 Index