Setting up Contact Center | Nortel Networks N0060600 instruction

Chapter 26 Using telephones for special features 231

Setting up Contact Center

Contact Center is run from a separate client. Refer to the Contact Center documentation for information about setting up this feature.

BCM 4.0 Device Configuration Guide

Image 231

Nortel Networks N0060600 manual Setting up Contact Center

Contents

BCM 4.0 Device Configuration Guide Trademarks Copyright 2006 Nortel Networks, All Rights Reserved Task List BCM 4.0 Device Configuration Guide N0060600 Task List About System-Wide Call Appearance Swca keys 249 Task List N0060600 Contents Contents Chapter Global telephony settings Chapter DMC Feature List Chapter Configuring telephones IP telephones Chapter Telephony features Chapter Feature configuration Making calls Chapter About System-Wide Call Appearance Swca keys Contents N0060600 Audience Getting started with BCMAbout this guide Purpose Following is a list of acronyms used in this guide AcronymsAbout BCM Organization CTM4, CTM8 BCM featuresBCM key hardware elements BCM applications Symbols and conventions used in this guide Technical Documents Related publications User Guides System Installation Getting Help from the Nortel Web site How to get Help Getting Help through a Nortel distributor or reseller Attribute Value Description Welcome panel Attribute Value Description Current Account Welcome panel Element Manager System Identification Setting Date and TimeElement Manager Configuration System Date and Time System Software Date and Time panel fields Sheet 1 Network Time Protocol SettingsDescribes each field on the Date and Time panel System Software Set Date and Time Source to NTP or Trunk Date and Time panel fields Sheet 2Current Date and Time Setting clock control to local system Panels Related panels or tasks Feature System schedule settings and services scheduling Describes the fields on the subpanel tables Configuring schedule names and timersSystem schedule settings and services scheduling Schedule common settings Describes the fields under Scheduled Services Configuring scheduled serviceDefault time settings Provides a list of the default times for each schedule Manual or Auto System features and feature codes BCM feature codesFeature name 521 to *536 System Wide Call Appearance #802 Group Listening Cancel IVR DN Button programming features Feature Description System features and feature codesButton Programming Feature settings Sheet 1 Set command System Wide Call Button Programming Feature settings Sheet 3 IP services list IP telephones only DN records parameters System settings Global telephony settings on Panel tabs Tasks Features Main panel tabs common fieldsDN records parameters Main Panel tabs Common columns for the main panels Sheet 1 Line Access Properties tab Line Access tab Describes these fields Line Access tab fields Sheet 1 Telephone line assignment fields Sheet 1 Line Access Line Assignment tabDN records parameters Line Access tab fields Sheet 2 Describes the fields on this panel Actions Telephone line assignment fields Sheet 2 Line Access Line Pool Access tab Line Access Line Pool Access tab Line Pool Access Fields Answer DNs Sheet 1 Line Access Answer DNs tabDescribes the access fields on this panel Line Pool Access fields Capabilities and Preferences main tab Capabilities and Preferences tabbed panel Sheet 1 Capabilities and Preferences Properties tab Capabilities and Preferences Capabilities tab Capabilities and Preferences Capabilities tab Sheet 1 Capabilities and Preferences Capabilities tab Calls by parking on Swca buttons on Capabilities and Preferences Capabilities tab Sheet 3 Capabilities and Preferences Swca Call Group tab Setting Values Description Capabilities and Preferences Preferences tabDescribes the headings on the Preferences panel Also refer to Call log on Capabilities and Preferences Button Programming table Capabilities and Preferences Button Programming tabAlso refer to DN records parameters Describes the possible settings for telephone buttons Button programming fields Sheet 1Digits Setting Values Description Option Capabilities and Preferences User Speed Dial tabButton programming fields Sheet 2 Under the User Speed Dial Numbers table, click Add Capabilities and Preferences ATA Settings tab ATA settings Use the information in to configure ATA settings Capabilities and Preferences IP Terminal Details tab Field is described in TableCapabilities and Preferences IP Terminal Details Restrictions main tab Restrictions PropertiesRestriction Set Restrictions tab Sheet 1 Restrictions Set Restrictions tab fields Restrictions Set Restrictions tab Restrictions Line/Set Restrictions tab Provides a list of default restriction filtersSchedule filter defaults Schedule Restriction filter defaults N0060600 Select Configuration Telephony Sets All DNs Common procedures copying and renumbering DNsCopying settings to other DNs To copy telephone configurations Renumbering DNs Change telephone DNs using the Element ManagerProcedure is the same in both panels Common procedures copying and renumbering DNs Panels and Details Panels Configure Features Global telephony settings Global telephony settings Feature Settings Describes each field Feature Settings panelFeature settings Sheet 1 Feature Settings To the BCM 4.0 Networking Configuration Guide N0060606 for Global telephony settings Feature settings Sheet 2 Timers on page 76 Park timeout Feature settings Sheet 3 Answer DN call response for Basic Enhanced Extended TimersAnswer DN answer key levels DN answer key levels Timer values Describes the timers Attribute/Value Description Advanced Feature SettingsSystem Wide Call Appearances Control Swca controls Sheet 1 Global telephony settings Swca controls Sheet 2 ONN Blocking values System Wide Call Appearance Swca Features CardONN Blocking North American systems Describes these trunks Field Values Description Silent Monitor system settingsSilent Monitor Describes the fields in this dialog box Reset logs Reset Call Log Space dialog boxDescribes the fields in this box Telephony system and device programming Telephony system and device programming Voice mail, if applicable System Speed Dial panel Configuring system speed dial numbers Configuring system speed dial numbers System Speed Dial Sheet 1System Speed Dials table Choose the size of the speed dial list Programming System speed dialsSystem Speed Dial Sheet 2 Next steps Working with speed dial list entries DMC Feature List Arranging the DMC Feature list using Element Manager To arrange the DMC Feature list using Element ManagerDMC Feature List Setting up central answering positions Panels TasksSee also Setting up central answering positions Configuring CAP assignments eCAPs CAP notes Select the DN for the CAP you want to configureProgramming CAP/KIM buttons To create CAP stations Managing lines on a KIM Creating ring groups Panels Configure Tasks or Features Attribute Value Description Ring Groups Ring Groups MembersCreating ring groups Ring groups panel Sheet 1 Attribute Value Description Actions Ring Groups Line Settings tabElement Manager Configuration Telephony Ring Groups Ring groups panel Sheet 2 Ringing group schedule line values Attribute Value Description Lines Settings tabLine Settings panel Describes the headings on both these panels Panel tabs Tasks Configuring Hunt Groups Telephony Dialing Plan DNs. The DN number can be Hunt Groups system setupConfiguring Hunt Groups Hunt Group settings Sheet 1 Hunt Group settings Sheet 2 Work correctly. Refer to Answer DN answer key levels on Configuring Hunt Groups Hunt Group settings Sheet 3 Configuring the Hunt Group general settings To configure hunt groupsHunt Group members and lines Hunt Group tables Sheet 1 Field Values Description Hunt Group Members subpanelAction Field Values Description Line Assignment Hunt Group tables Sheet 2 Configuring Hunt Groups N0060600 To use a silent monitor Enter Feature *550Monitoring Hunt Groups Monitoring external hunt group calls Monitoring Hunt Groups Hospitality General Configuring Hospitality services Field Values Description Administration Explains the possible settings for the hospitality recordConfiguring Hospitality services Hospitality main settings Sheet 1 Call Restrictions Wake-Up Call SettingsExpired Wake-Up Call Settings Hospitality Rooms Feature 877, Feature 878, or Setting up your hospitality systemTo set up hospitality service Room settings To set up call restrictions To set up wake-up servicesTo assign a room to a telephone To delete a room assignment from a telephone Next step Using the features Prerequisite programming Configuring analog telephones and devices Analog telephone customization Sheet 1 Configuring an analog telephoneConfiguring analog telephones and devices Analog device DN record overview Assigning a pause for External dialing for data Devices on Test telephones To assign a pause for external dialingAssigning a pause for external dialing for data devices Next step Configuring telephones Digital telephones Using the DN panels Configuring telephones Digital telephonesDigital telephone DN record overview Prerequisites Job aid Notes about assigning lines to telephones System DNs Line Access tabClick Configuration Telephony Sets Active Sets To assign a line to a telephone 7316E digital telephone display button assignment protocol Adding an Answer DN Job aid Answer DN notes Click the Line Pool Access tabLine Assignment and Line Pools To add line assignments Select the DN that you want to modify Configuring Capabilities and PreferencesTo configure capabilities and preferences Programming reference Job aid Assigning intercom I/C buttons keys Configuring telephone capabilities To configure telephone capabilities Dpnss notes UK only Job aid Line redirection notes Message Description Configuring PreferencesTo configure preferences for a telephone Embark validation error messages Call logging limitations Job aid Call log notes Telephone memory button programming To program telephone buttonsJob aid Notes about button programming To program outgoing call restrictions User speed dialsOutgoing call restrictions To program user speed dials Line/Set restrictions To set restrictionsTo set line/set restrictions Set restrictions Configuring telephones Digital telephones N0060600 Prerequisite programming Configuring telephones IP telephones IP telephone DN record overview Configuring an IP telephoneConfiguring telephones IP telephones Line Configuration Following is a description of the metrics Pvqm Proactive Voice Quality Monitoring Pvqm threshold settings N0060600 IP feature list Global VoIP features Feature List tab fields Feature List field description Global VoIP features IP telephone feature display labels To use the Services button to access featuresAssigning the list to a button IP Terminal Features Key Labels To define a key labelDescribes the headings on the table Hot desking IP telephone configurations Feature code New labelRelabeling examples Enter Feature *999 Using the Hot desking featureTo set up a password and allow Hot desking Setting up a password and allowing Hot desking Enter Feature *999 Press Divert Resetting the Hot desking passwordYou can access the reset button from two locations Click Reset Hot Desking Password Cancelling Hot desking Configuring a new time zone on a remote IP telephoneTo cancel Hot desking To configure a new time zone on a remote IP telephone Download firmware to a Nortel IP telephone To force a firmware download to a Nortel IP telephoneClick Force firmware download Global VoIP features N0060600 Rules of default button assignment Default memory button programming for telephones 7316E digital phone button defaults Default memory button programming for telephones7316E digital phone upper button defaults Did Autodial to N0060600 Digital phone button defaults Autodial Autodial to 7000 digital phone button mapping 7000 digital phone button defaults IP telephone button defaults IP telephone 2004 and 2050 Software Phone button defaultsTarget line Last No Redial Transfer Intercom Call Forward Default button assignment Btn # IP telephone 2002 button defaults IP telephone 2001 button defaultsCall Forward Line IP telephone 2007 button defaults IP Phone 2007 supports the following features Default memory button programming for telephones 2007 display screen button formatting IP Phone 2007 display screen Feature Key text and icon displays IP audio conference phone 2033 button defaults Default memory button programming for telephones Default memory button programming for telephones LCD screen display Status Indicators Status indicatorsIP Phone 1120E and IP Phone 1140E Hearing-aid compatibility BCM 4.0 Device Configuration Guide IP Phone 1120E To enable Bluetooth on an IP Phone 1140E Button Description IP Phone 1120E and IP Phone 1140E buttons Sheet 1 Administrator Press the Mute key to listen to the receiving party withoutTransmitting. Press the Mute key again to return to two-way IP Phone 1120E and IP Phone 1140E buttons Sheet 3 Wlan handset 2210/2211/2212 button defaults Following table describes the Wlan handset buttons and keys Wlan handset buttons and keys Status area Accesses the Feature menuFtur Aaaa Bbbb Cccc Feature options area Wlan handset display Information area Feature options areaDescribes the status indicators on your Wlan Handset No Service Melody Flashes when you have a message waiting Adjusts the handset and ringer volume= 1880 1900 MHz frequency band Hook Idle Off hook Ends an active call Active Default memory button programming for telephones N0060600 Programming telephone sets Desktop Assistant portfolio Print labels for T and M CTE Accessing Desktop Assistant features Features Desktop Assistant Pro Administrator Edition main window Introduction to Desktop Assistant Pro Administrator Edition Menu bar commands File menuProgramming telephone sets Desktop Assistant portfolio Phone menu Labels menu Button programming Button labelingTo label a button Telephony features Features to set up telephone set featuresContrast adjustment Select how you dial your calls Press Feature *7Press Feature *82 Telset Admin Terminals and Sets User prefernces Language To move line buttons Receiver volumePress Feature *81 Moving line buttons Programming distinctive ringing Ring volumePress Feature *6 Auxiliary ringer Telephony features Telephony features N0060600 Feature configuration Answering calls Configuring handsfree and handsfree answerbackAnswering calls directed to your telephone Directed Pickup To configure handsfree and handsfree answerbackAnswering calls not directed to your telephone Call Queuing Trunk Answer To block user accessPickup Group To add a telephone to a pickup group Assigning Answer DNs to telephones Answer DNsTo assign an Answer DN Determining which calls alert Configuring privacy Do Not DisturbDND on Busy Programming a telephone for DND on Busy Blocking user accessTo program a telephone for DND on Busy Turn Privacy on or off To program privacy on a line To automatically enable privacy on a lineProgramming a line to automatically enable privacy Using the Privacy feature Intrusion controls Using HoldSetting intrusion controls Holding calls Parking or transferring calls Transfer answered calls To use the transfer featureSetting up a transfer callback timer Cancel feature Feature #70, or simply press held line To allow redirect To transfer unanswered callsLine redirection To redirect lines from the system To program call forward on the system To set a redirect toneTo redirect lines at the telephone Call forward unanswered calls Call Forward and voice mail To use Call Forward at the telephoneCamp-on To use Camp-on Call ParkTo park a call Callback To configure the Swca system controlsConfiguring Swca system controls To retrieve a parked call Configuration four Configuration oneConfiguration two Configuration three To allow call display Call duration timerCall information Call display information Call log To reset call log spaceSetting call log space for the system Malicious Caller ID Mcid Feature configuration Answering calls Set call log options Reset Call Log PasswordUsing the Call Log feature LogIt Activate feature Feature Cancel feature Feature #819 Feature configuration Making callsBlocking user access to feature programming To block user access to feature programming To allow a telephone to make priority calls Managing a busy signal on an internal callOther ways of communicating with internal users Priority Call Feature constraints Leaving a messagePaging To configure telephone settings for To configure system settings for Making a page announcement To make a page announcementMaking announcements to individuals Voice Call To make a voice announcement Create a conference call To set up a 3-party conference callTo set up an Ad-hoc multiparty conference call Setting a conference tone Other conference features Last Number Redial Send Hookswitch or Dtmf during a conference callUse the following features to save time when dialing Dialing shortcuts Autodial Allowing the featureSaved Number Redial To allow last number redial Programming memory buttons Enter Feature *4To program speed dials in the DN record To program user speed dials at the telephone To store more than one number or code on one button To view the feature that is currently assigned to a buttonTo configure memory buttons for features To erase a memory button External call codes and definitions Feature Control telephone Using telephones for special featuresSpecial feature telephones Hotline telephone Restriction service Using the control telephoneShow active schedules Enter Feature Ringing service Cancel feature Feature #871 Supervisor telephone for silent monitoring Setting up a central answering positionHospitality services telephones Setting up Silent Monitoring Central Answering Position overview Prime line Creating an enhanced CAP station Direct dial telephone Hunt group feature operation Hunt groupsRinging groups Setting up Contact Center Using telephones for special features N0060600 Common display prompts These prompts can appear during general call featuresDisplay prompt Description of error or action Display prompts and messages Volume bar or Bksp to erase an incorrect digit Display. Press OK when you have finishedPress Later to use the Ring Again or Message features Press # or OK when you have finished Exit the silent monitoring Exit Disconnect silent monitoring Join Display prompt Quit Clear Quit Cancl Retry Quit ADD Not in service Retry OK Block Active call display for a three-party conference master Supervisor Observe Active services Viewing active services Call log prompts Sheet 1 Call log prompts MSG Calls Display prompts and messages Call log prompts Sheet 2 Report and record alarm codes Display prompts and messages N0060600 Telephone key # Swca code About System-Wide Call Appearance Swca keys To receive a call and assign it to a Swca key Managing calls using Swca keysSelect a memory button with an indicator To add Swca keys to your telephone Using Hold with Swca keys Temporarily parked callsNo available Swca keys Timed out Swca calls Other features that affect how you use SwcaTo retrieve a call from a Swca key Retrieving a call from a Swca key Transferring calls To conference a call parked on a Swca keyOutbound calls Auto Hold About System-Wide Call Appearance Swca keys N0060600 Market profile attributes Media bay module availabilityMedia bay module availability by market profile Sheet 1 FEM MBM-Norstar trunk cartridge combinations Analog trunk cardCanada Caribbean Denmark Time and date format based on language Time zones and language information Language support for South America and Central America Time/date formats based on languageSouth/Central America language support Core parameters for market profiles Caller ID display formatsMarket profile Functionality Attribute Australia Brazil N0060600 BCM 4.0 Device Configuration Guide Vicap PBX N0060600 PRC Mcdn 4ESS BCM 4.0 Device Configuration Guide Vicap ITU-T N0060600 Vicap Pulse Dialing ms Global analog trunk parameters Transmission parameters Market profile attributes Call supervision parameters Impedance Gain Scheme GASM8 parametersTransmission Input EIA/TIA-464A Dial pulse Dial pulse and Dtmf parameters Protocol Market profile Available Isdn services Isdn line servicesIsdn line services Isdn services by protocol Analog and digital trunk types Analog and digital trunk types and descriptions Sheet 1Trunk types Description Digital trunk types Analog trunk types Trunk types Description Configuring the music source Configuring the music source Selecting the music sourceTo select the music source Setting Definition Audio JackMusic Manager control Configuring the music source Music parameters Sheet 2 Configuring Music Manager Opening the Music Manager Administration applicationTo open the Music Manager Administration application Restrictions on uploading files Start the Music Manager Administration applicationLoading music onto the BCM To load music onto the BCM Deleting music from BCM To delete an audio file from BCM Adding music to the Play ListTo add a sound file to the Play List Configuring the music source Using the BcmAmp Player To access the BcmAmp PlayerBcmAmp Player button actions Click Previous Configuring a Network Device to be the IP Music SourceTo configure a Network Device to be the IP Music source To select and play a sound file Click Next Network Device parameters Sheet 2 Configuring the music source N0060600 Numerics Symbols BRI Index Index Index Etsi Index Isdn Index PRI Index Swca Index Index Index N0060600