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Nortel Networks
Call Center Telephone
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Contents N0025637
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Call Center Telephone
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Password
Delay Answer
Indicator
Agent administration
Configuring lines
Agent problems
Resetting an agent password
Chapter Setting up skillsets
System timeout
Follow the procedure
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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
Agents
What you can administer through a telephone
Call Center properties
Related documents
Routing
How to get help
Telephone
Chapter About Call Center telephone administration
Setting up Call Center with a two line display telephone
System timeout
An example of a two line display
Using the dialpad
To enter a character
To accept a character
To delete a character
Convention Example Used for
Symbols and conventions used in this guide
About telephone buttons
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 Settings
Voicemail DN
Display Waiting Calls
Feature Codes used by Call Center agents
Agent Feature Codes
Agents 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
Types of Call Center greetings
Chapter Call Center greetings
About Call Center greetings
Recording a Call Center greeting
To record a Call Center greeting
Transfer greeting
Non-business hours greeting
Call Center greetings CC greeting
Call Center greetings N0025637
How incoming calls are sent to a skillset
Chapter Setting up skillsets
About skillsets
Skillset properties
Skillset number
Control DN
Name
Delay Answer
MWI ext
Message 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 CallPilot
Opening a skillset mailbox
To open a skillset mailbox Norstar Voice Mail
Setting up skillset mailboxes
To change a skillset mailbox password
Skillset mailbox password
Changing 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 CallPilot
Retrieving erased messages
To retrieve an erased message Norstar Voice Mail
Replying to messages
Replying to an internal caller
To 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 CallPilot
Using the Reply feature to reply to an external caller
To reply to an external caller Norstar Voice Mail
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 destination type Refer to
Changing Off-premise Message Notification
To change the time range or type of message parameters
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
Agent properties
Chapter Setting up agents
About adding agents
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
To set up did routing for CallPilot 100/150
Chapter Routing table administration
Setting up did routing
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
Reviewing Routing Table steps
Follow the procedure
Changing a routing table
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
Display Description
Monitoring skillsets
To monitor skillsets
To monitor calls using a one or two line telephone
An example of monitoring skillsets
Taking some Not Ready time
Using a memory button to monitor calls waiting in skillsets
Using Not Ready
Programming Not Ready to a memory button
Changing your password
Logging off
Supervisor Help
How Supervisor Help works
Requesting agent’s skillsets
For information about Refer to
Configuring Supervisor Help
How to handle Supervisor help requests
How to handle missed requests
An example of retrieving an escalated request
Agent administration
Skillset administration
Chapter 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 passwords
Resetting the Operator password
To reset the Operator password
Important considerations about how agents use features
Agent problems
Agent log on problems
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
Agent
Alert times
Attendant
Call Center Administrator
Class of Service
Call Center
Call Forward All Calls Cfac
Indicator
Greeting Table
Intelligent Caller Input Routing, Basic
Intelligent CLID/DNIS Routing
Memory button indicator
Message Waiting Indication MWI
Off-premise Message Notification
Primary alert time
Real time
Reserved channel
Routing Table
Skillset
Glossary N0025637
Index
Numerics
Index
Destination pager number and message
N0025637
Index
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