Professional and Basic Call Center | Nortel Networks P0605665 03

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Chapter 1

About Nortel Networks Call Center

This guide leads a Call Center Administrator or a System Administrator through setting up and operating Call Center, and is an ongoing reference.

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 or informative messages.

You set up and operate Call Center through CallPilot Manager, the web-based interface, and from a telephone. If you use the CallPilot 100/150 system you can set up and administer some Call Center functionality from a two line display telephone.

Professional and Basic Call Center

Basic Call Center and Professional Call Center are available. The table “A comparison of Basic and Professional Call Center” on page 15 shows the differences between them. You can use Basic Call Center on a CallPilot 100/150 system. You can use Basic or Professional Call Center on a Business Communications Manager system.

Nortel Networks Call Center Set Up and Operation Guide

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Nortel Networks P0605665 03 manual Chapter About Nortel Networks Call Center, Professional and Basic Call Center

Contents

Nortel Networks Call Center Set Up and Operation Guide Trademarks Copyright 2004 Nortel Networks Contents Chapter Setting up skillsets Chapter Off-premise Message Notification Chapter Line administration 165 Chapter Activity Codes Chapter Tips for operating Call Center Glossary Index Contents P0605665 Professional and Basic Call Center Chapter About Nortel Networks Call Center Call Center features Multimedia Call Center Delegated access to CallDynamic call priority Center Custom Call Routing CCR Using CallPilot call routing with Call CenterAuto Attendant Comparison of Basic and Professional Call Center Attendant, skillset mailbox Related documents How to get help Computer requirements Chapter About setting up Call CenterUsing CallPilot Manager to set up Call Center System requirements Point your web browser to the URL https//IP address6800 Enabling Software Authorization Codes Start CallPilot Manager Click the Configuration heading To start CallPilot Manager on CallPilot 100/150 About the CallPilot Manager interface System timeout To create a Call Center Administrator password Call Center password access An example of a two line display Setting up Call Center from a two line display telephone To delete a character Using the dialpadTo enter a character To accept a character Convention Example Used for Symbols and conventions used in this guideAbout telephone buttons To check which mailbox interface you use Checking which telephone mailbox interface you use To determine the Feature Codes Chapter Using Feature CodesFeature 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 Agent properties Chapter Setting up Call Center agentsAbout adding agents Activity Code Entry Type Missed Call OptionAccepted Call Types Priority To add an agent Adding an agent or a supervisor Setting up Call Center agents To add more than one agent Adding more than one agent Setting up Call Center agents To change agent information Resetting an agent’s passwordTo reset an agent’s password Changing agent information To delete an agent Deleting an agent To force an agent off Forcing an agent off Setting up Call Center agents P0605665 How incoming calls are sent to a skillset Chapter Setting up skillsetsAbout skillsets Skillset properties Language preference Delay AnswerBreak Time Attendant extension To set up or change a skillset Setting up or changing a skillset Setting up skillsets To set up did routing for CallPilot 100/150 Setting up did routingTo set up did routing for Business Communications Manager Examples of using CLID/DNIS Routing Setting up CLID/DNIS Routing Action CLID/DNIS Routing Table propertiesLine Multimedia Calls Click the CLID/DNIS Routing Table link Adding a CLID/DNIS Route To change a CLID/DNIS Route Changing a CLID/DNIS Route Deleting a CLID/DNIS Route To assign an agent to a skillset Assigning an agent to a skillsetDynamic Agent Priority Setting up skillsets To change an agent’s priority in a skillset Changing an agent’s priority in a skillset To unassign an agent from a skillset Unassiging an agent from a skillsetViewing agents in a skillset Enabling a skillset To enable a skillset Disabling a skillset To disable a skillset To unconfigure a skillset Unconfiguring a skillset About skillset mailboxes Chapter Setting up skillset mailboxes Determining a skillset mailbox number To initialize a skillset mailbox Initializing a skillset mailbox To open a skillset mailbox CallPilot Opening a skillset mailboxTo open a skillset mailbox Norstar Voice Mail Setting up skillset mailboxes To change a skillset mailbox password Skillset mailbox passwordChanging 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 If you choose the Alternate mailbox greeting, you are asked To record a Personalized skillset mailbox greeting Recording a Personalized skillset mailbox greeting To delete a Personalized mailbox greeting Deleting a Personalized skillset mailbox greeting Checking skillset mailboxes for messages To play skillset mailbox messages Norstar Voice Mail Playing skillset mailbox messages Stop Play To play skillset mailbox messages CallPilot To retrieve an erased message CallPilot Retrieving erased messagesTo retrieve an erased message Norstar Voice Mail 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 To reply to an external caller CallPilot Replying to an external callerTo reply to an external caller Norstar Voice Mail Setting up skillset mailboxes P0605665 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 To set up Off-premise Message Notification to a phone number Setting up Off-premise Message Notification Press AM or ⁄ Receives a new message To set up Off-premise Message Notification to an extension Mailbox receives a new message Example of a destination pager number To set up Off-premise Message Notification to a pager Press Pager or ‹to select a pager number destination By a zero YES Off-premise Message Notification Startstart time To change the destination type Refer to Changing Off-premise Message NotificationTo change the time range or type of message parameters Press Next or £to accept the start time To change the destination from phone to another destination Msg typenew To change the destination from pager to phone or extension Press Chng or ⁄to change the start time To change the destination from phone or extension to pager By xxxx. The default pager message sent by CallPilot is 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 Examples of Call Center greetings Chapter Recording Call Center GreetingsAbout Call Center greetings Expected Wait Time greeting Transfer greetingNon-business hours greeting To record a Call Center greeting Recording a Call Center greeting Recording Call Center Greetings Recording Call Center Greetings To import a previously recorded greeting Importing a Call Center greeting To export a previously recorded greeting Exporting a Call Center greeting Recording Call Center Greetings P0605665 Intelligent Overflow Routing Chapter Setting up Intelligent RoutingAbout Intelligent routing Action ModeCondition 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 Assigning Intelligent Overflow Routing to a skillset Select Transfer to External To move a rule Moving an Intelligent Overflow rule Deleting an Intelligent Overflow Rule Modifying an Intelligent Overflow Rule Setting up Intelligent Routing P0605665 Fax Detection Chapter Setting up Routing TablesAbout Routing Tables Setting up Routing Tables Expected Wait Time How to set up EWT Examples of EWT greetings Recording EWT greetings Click the Expected Wait Time Tables link Setting up an EWT Table Setting up Routing Tables Setting up Routing Tables Deleting an EWT Table Changing an EWT Table About types of Routing Table steps No Intelligent Caller Input Greeting step parametersForced Play To add a Greeting step Adding a Greeting step Setting up Routing Tables Setting up Routing Tables To add a Distribute for step Adding a Distribute for step To add a Goto step Adding a Goto step Adding a Transfer step To add a disconnect step Adding a Disconnect step To assigning hours of operation to a skillset Assigning Routing Table hours of operation Setting up Routing Tables To set the Service Mode for a skillset Setting the Service Mode for skillsets Display shows the Service Mode for skillset Example of a Day Routing Table To set up the Day Routing Table example At the Intelligent Caller Input Routing option, select Basic Example of a Night Routing Table To set up the Night Routing Table example Modifying Routing Table steps Follow the procedureChanging a Routing Table Reviewing Routing Table steps Deleting Routing Table steps Setting up Routing Tables P0605665 Creating a Caller Input Rule Chapter Creating Caller Input Rules Creating Caller Input Rules Select Move to Skillset Creating Caller Input Rules An example of using Intelligent Caller Routing, Advanced Using wildcard characters Creating Caller Input Rules Changing a Caller Input rule Changing the rule length for a Caller Input Table To delete a Caller Input rule Deleting a Caller Input ruleClearing a Caller Input Rule Table Changing a Caller Input Rule To clear a Caller Input Rule Table To set the Answer Lines status Chapter Line administrationSetting the Answer Lines status Configuring lines To configure a line Configuring several lines To assign the Call Center language Chapter Setting up Call Center general propertiesAssigning the Call Center language Setting up Call Center general properties Reserved channels General Call Center propertiesPrimary and Secondary alert times Selection Method Supervisor Help From Supervisor Help Request TimeoutEnable Caller ID Call Center Reporting properties Address To set up the general Call Center properties Setting up general Call Center properties Setting up Call Center general properties System Configuration Report Call Center Intelligent Clid Enable Caller IDCall Center overflow Call Center Greetings Click the System Configuration link To generate the System Configuration Report Setting up Call Center general properties P0605665 Monitoring agent calls with Silent Monitor Chapter Monitoring Call Center call activityMonitoring call activity To set up Silent Monitor Setting up Silent Monitor on your system Monitoring tips Using Silent Monitor with Answer DN Logging on and monitoring agent calls An agent requests help while you are in a monitoring session About monitoring sessions Display Description Monitoring skillsetsTo monitor skillsets An example of monitoring skillsets Using a memory button to monitor calls waiting in skillsets Programming Not Ready to a memory button Using Not ReadyTaking some Not Ready time Logging off Changing your supervisor password How Supervisor Help works Supervisor Help Requesting agent’s skillsets How to handle Supervisor help requests Configuring Supervisor Help An example of retrieving an escalated request How to handle missed requests Optional and Prompted Activity Code logging Chapter Activity CodesWhat Activity Codes are Optional Prompted Time Activity Peg time Examples of Activity Code callsExample 1 The agent enters Activity Codes during the call Example 2 The agent enters Activity Codes after the call Autopeg example AutopegsExamples of Autopeg calls Held Call Abandoned System Activity CodesSystem Activity Codes that Call Center records No Peg Example 2 Held Call Abandoned and No Peg Examples of System Activity Code callsExample 1 No Peg Example 4 Non Agent Example 3 No Peg and Non Agent Examples of Prompted and Optional Calls Prompted and Optional Activity Code logging Activity Codes Example 2 The first agent enters an Activity Code How Activity Codes interact with system featuresTransfer to Agent Example 1 Both agents enter Activity Codes Example 3 The second agent enters an Activity Code Break Time To create an Activity Code Creating Activity Codes Deleting an Activity Code Changing an Activity Code Creating a list of Activity Codes Importing Activity Codes To import a list of Activity Codes Communicating Activity Codes to supervisors and agents Generating Activity Code reports Assigning Activity Code settings to agents and skillsetsTo set up or change Activity Code settings for an agent see To set up or change Activity Codes for a skillset see How agents enter Activity Codes Activity Codes P0605665 Call Center greetings Agent administrationSkillset administration Chapter Tips for operating Call Center Call Center general parameters Routing Table administrationRouting calls using Dynamic Call Priority How to calculate the longest time a caller can be on hold Tips to improve the efficiency of Call Center Using B1 and B2 DNsWhen you assign a CDN to a skillset You can use B2 CDNs if About Partial Double Density modeAbout using B1 and B2 extensions Tips for operating Call Center Basic Call Center Chapter Examples of Call Center configurations Skillset 1 properties General Configuration Routing Tables Service Mode Overflow Skillset 2 properties Service Mode Overflow Professional Call Center with Reporting General Configuration Caller Input Rules General Properties Expected Wait Time Activity Codes Lines Skillset Routing Tables Service Mode Overflow Name Support Night Routing Table steps Send to Skillset Mailbox Name Installation Service Mode Overflow Name Preferred Service Mode Overflow Greetings Multimedia Call Center Voice Image Skillset 1 on Skillset 2 on Skillset 3 on Skillset 4 on Lines Routing Tables Service Mode Overflow To reset the Operator password using CallPilot Manager Chapter Troubleshooting Call CenterResetting passwords Resetting the Operator password Resetting the Call Center Administrator password To reset the Operator password using a phone Important considerations about how agents use features Agent problemsAgent log on problems Hunt groups Do Not DisturbCall Forward No Answer Preventing calls from ringing at an agent’s set Follow-me browsing Multimedia Call Center Agents only Skillset problems Excessive Call Ringback Call processing problems Calls do not distribute to certain agents Troubleshooting Call Center Troubleshooting Call Center P0605665 For this programming task See Chapter Call Center Programming Record Operator/Business Status Feature code name Dialpad buttons Custom Feature CodePassword Operator Call Center skillsets Skillset Rules Default Skillset # Parameter Greeting number Greeting information Call Center Greetings Conditions Action Skillset Service Mode Call Center agents Skillset name and # Agent ID and name Priority Skillset assignments Skillset mailboxes Routing Tables Match string Action Caller Input RulesRule table # Length Fixed Type of call Line, Multimedia Call Center Intelligent CLID/DNIS Routing Line # Skillset # Expected Wait Time settingsLine answering Attendant GlossaryAgent Alert times Call Forward No Answer Call Center AdministratorCall Center Call Forward All Calls Custom Call Routing CCR Class of ServiceControl Directory Number CDN Intelligent Caller Input Routing, Basic IndicatorGreeting Table Intelligent Caller Input Routing, Advanced Off-premise Message Notification Memory button indicatorMessage Waiting Indication MWI Method of Call Distribution Method Skillset mailbox Real timeReserved channel Routing Table Numerics Index Index Monitor Agents Index MWI DN Retrieving messages