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Nortel Networks Call Center Telephone manual Expected Wait Time, Service Mode

Models: Call Center Telephone

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42Chapter 5 Setting up skillsets

Expected Wait Time	Expected Wait Time parameters are:
	EWT sample: How many previous calls are used to calculate EWT. You
	can enter a number between 2 and 256 calls.
	EWT Increase Allowed: Enabled by default, which means that EWT is
	recalculated if it increases, and the appropriate EWT greeting is played. If
	not enabled, callers do not hear recalculated expected wait times if the wait
	time increases. Whether enabled or not, callers hear the appropriate EWT
	greeting if the wait time decreases.
	Initial Call Duration: The Initial Call Duration is used to compute expected
	wait time until sufficient call statistics are obtained. The average call
	duration is updated whenever a call is released from an agent. This can be
	a value between 00:01:00 and 24:00:00. The default is 00:03:00.

Service Mode	The service modes are: Auto, Day, Night, 24 Hour.
	The default is 24 hour operation.
	For more information about Service Mode see “Setting the Service Modes
	for skillsets” on page 148.

Note: Although you can set Activity Code and Expected Wait Time parameters though ≤·°‹, you must use CallPilot Manager to create Activity Codes and Expected Wait Time tables. For more information, refer to the Call Center Set Up and Operation Guide or CallPilot Manager online help.

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Nortel Networks Call Center Telephone manual Expected Wait Time, Service Mode

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 includesNot available Available What you can administer through a telephone Call Center propertiesAgents Related documents RoutingHow to get help TelephoneSystem timeout Chapter About Call Center telephone administrationSetting up Call Center with a two line display telephone An example of a two line displayTo accept a character Using the dialpadTo enter a character To delete a characterSymbols and conventions used in this guide About telephone buttonsConvention Example Used for Feature codes To determine the Feature CodesProgramming a memory button with a Feature Code To program a memory buttonVoicemail DN Use this Feature Code Open MailboxOperator Settings Display Waiting CallsAgents use this Feature Code Open Mailbox Feature Codes used by Call Center agentsAgent Feature Codes Monitor skillsetsAbout Call Center telephone administration N0025637 Enabling the Call Center software authorization code Chapter Call Center general propertiesCall Center general properties Enabled Setting Call Center general properties Primary and Secondary alert timesReserved channels To set Call Center general propertiesSetting 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 statusResetting the Call Center Administrator password To reset 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 Transfer greeting Recording a Call Center greetingTo record a Call Center 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 Control DN Skillset propertiesSkillset number NameMessage Waiting Indication Delay AnswerMWI ext ExtensionService Mode Expected Wait TimeSetting up a skillset To set up a skillsetRetry Quit OPT Prmpt Next Chng 24HR Next To enable a skillset Enabling a skillsetTo disable a skillset Disabling a skillsetChanging skillset properties To change a skillsetSetting up skillsets MWI ext none EWT ICD hhmmss Tu xxxxa-xxxxp Unconfiguring a skillset To unconfigure a skillset you mustThis display appears momentarily Press to end the session Chapter Setting up skillset mailboxes About skillset mailboxesDetermining a skillset mailbox number Checking which telephone mailbox interface you use Initializing a skillset mailbox To initialize 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 Resetting a skillset mailbox password To reset a skillset mailbox passwordRecording skillset mailbox greetings Examples of Primary and Alternate greetingsTo record a Primary or Alternate skillset mailbox greeting Choosing a Primary or Alternate skillset mailbox greeting To choose a Primary or Alternate skillset mailbox greetingSetting up skillset mailboxes Accept msgsY Recording a Personalized skillset mailbox greeting To record a Personalized skillset mailbox greetingDeleting a Personalized mailbox greeting Checking skillset mailboxes for messages Playing skillset mailbox messages To play skillset mailbox messages Norstar Voice MailPlaying skillset mailbox messages Norstar Voice Mail Option Button Available Description While After PlayingTo 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 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 Chapter Off-premise Message Notification About Off-premise Message NotificationAssigning an outdial method to a skillset mailbox To assign an outdial method to a skillset mailboxSetting up Off-premise Message Notification Off-premise Message Notification parametersPress 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 numberRetryok 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 numberAdding a destination number To add a destination numberTurning Off-premise Message Notification on or off To turn Off-premise Message Notification on or offOff-premise Message Notification N0025637 Chapter Setting up agents About adding agentsAgent properties Adding an agent Agent prioritySetting 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 skillsetAssigning several agents to a skillset To assign several agents to a skillsetRemoving agents from a skillset Viewing agents in a skillset You can review the agents in a skillsetLogging an agent off Deleting an agent Resetting an agent password Setting up agents N0025637 Chapter Intelligent Overflow Routing ModeAction Mode Conditions Action Explanation Examples of Intelligent Overflow Routing rulesTransfers 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 parametersTo 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 TableRouting 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 TableRouting 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 skillsetChng View Next Routing table administration N0025637 Chapter Monitoring call activity Monitoring agent calls with Silent MonitorSetting up Silent Monitor on your system To set up Silent MonitorUsing Silent Monitor with Answer DN Monitoring tipsMonitoring skillsets To monitor skillsetsDisplay Description To monitor calls using a one or two line telephone An example of monitoring skillsetsUsing 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 offSupervisor Help How Supervisor Help worksRequesting 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 requestChapter Tips for operating Call Center Agent administrationSkillset administration Call Center greetingsRouting Table administration Call Center general parametersHow to calculate the longest time a caller can be on hold Tips to improve the efficiency of Call Center Plan for busy timesResetting the Operator password Chapter Troubleshooting Call CenterResetting passwords To reset the Operator passwordAgent problems Agent log on problemsImportant considerations about how agents use features Hunt groups Skillset problems Problems changing skillset propertiesChapter Call Center Programming Record For this programming task SeeFeature code name Dialpad buttons Custom Feature Code General Call Center parametersPassword Operator Operator/Business StatusCall Center skillsets Skillset Rules Skillset # ParameterCall Center agents Skillset assignments Skillset name and # Agent ID and name PrioritySkillset mailboxes Routing Tables Line answering Line # Skillset #Call Center Programming Record N0025637 Alert times GlossaryAgent AttendantCall Center Call Center AdministratorClass of Service Call Forward All Calls CfacIntelligent Caller Input Routing, Basic IndicatorGreeting Table Intelligent CLID/DNIS RoutingOff-premise Message Notification Memory button indicatorMessage Waiting Indication MWI Primary alert timeRouting Table Real timeReserved channel SkillsetGlossary N0025637 Index NumericsIndex Destination pager number and message N0025637 Index