Chapter About Call Center | Nortel Networks Call Center Telephone

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Chapter 1

About Call Center

This guide leads a Call Center Administrator through setting up and operating Call Center on a CallPilot 100/150 or BCM50 system. You can program Call Center using any two-line display telephone on your telephone system. You can also use the web-based CallPilot Manager to set up and operate Call Center.

Call Center is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. Calls can be routed based on the origin of the call, the destination of the call, or the information entered by the caller. Callers can be given high or low priorities. Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a message, and hear announcements and informative messages.

For information about Call Center features, refer to the Call Center Set Up and Operation Guide.

Call Center Telephone Administration Guide

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Nortel Networks Call Center Telephone manual Chapter About Call Center

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 Setting up Call Center with a two line display telephone Chapter About Call Center telephone administrationSystem timeout An example of a two line display To enter a character Using the dialpadTo accept a character To delete 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 Operator Settings Use this Feature Code Open MailboxVoicemail DN Display Waiting Calls Agent Feature Codes Feature Codes used by Call Center agentsAgents use this Feature Code Open Mailbox Monitor skillsets 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 To record a Call Center greeting Recording a Call Center greetingTransfer 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 Skillset number Skillset propertiesControl DN Name MWI ext Delay AnswerMessage Waiting Indication Extension 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 Replying to an internal caller Replying to messagesTo reply to an internal caller Norstar Voice Mail 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 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 Skillset administration Agent administrationChapter Tips for operating Call Center Call Center greetings 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 Resetting passwords Chapter Troubleshooting Call CenterResetting the Operator password To reset 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 Agent GlossaryAlert times Attendant Class of Service Call Center AdministratorCall Center Call Forward All Calls Cfac Greeting Table IndicatorIntelligent Caller Input Routing, Basic Intelligent CLID/DNIS Routing Message Waiting Indication MWI Memory button indicatorOff-premise Message Notification Primary alert time Reserved channel Real timeRouting Table Skillset Glossary N0025637 Numerics Index Index Destination pager number and message N0025637 Index