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Nortel Networks P0605665 03 manual Using CallPilot call routing with Call Center, Auto Attendant

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14Chapter 1 About Nortel Networks Call Center

Using CallPilot call routing with Call Center

CallPilot is a versatile business communications tool that you can use to:

•answer incoming calls

•offer callers a selection of options to route their calls or access information

•provide advanced voicemail, Auto Attendant and call handling capabilities

CallPilot has two powerful call routing features: Auto Attendant (AA) and Custom Call Routing (CCR). These features route incoming calls to telephones and voice mailboxes. You can also use these features to route calls to Call Center skillsets.

Auto Attendant

The Auto Attendant answers incoming calls and presents callers with a greeting. After the greeting, the Auto Attendant Menu offers callers a range of options that they can select using the dialpad of their telephone. Using these options, callers can transfer themselves from the Auto Attendant to a skillset by entering the Control DN of the skillset.

Note: Include the number of the Control DN in your Auto Attendant Greeting.

For information about how to configure the Auto Attendant, refer to the CallPilot Set Up and Operation Guide.

Custom Call Routing (CCR)

With CCR you can replace the Auto Attendant menu with an expanded menu that can include several sub-menus to offer callers a wider range of options. You can give callers access to a Call Center skillset by adding an internal transfer that transfers the caller to the Control DN of the skillset.

For more information about transfers and CCR, refer to the CallPilot Manager Set Up and Operation Guide.

P0605665 03

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Nortel Networks P0605665 03 manual Using CallPilot call routing with Call Center, Auto Attendant, Custom Call Routing CCR

Contents

Nortel Networks Call Center Set Up and Operation Guide Copyright 2004 Nortel Networks TrademarksContents 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 Chapter About Nortel Networks Call Center Professional and Basic Call CenterCall Center features Center Delegated access to CallDynamic call priority Multimedia Call CenterCustom 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 System requirements Chapter About setting up Call CenterUsing CallPilot Manager to set up Call Center Computer requirementsEnabling Software Authorization Codes Point your web browser to the URL https//IP address6800Start CallPilot Manager Click the Configuration heading To start CallPilot Manager on CallPilot 100/150 System timeout About the CallPilot Manager interfaceCall Center password access To create a Call Center Administrator passwordSetting up Call Center from a two line display telephone An example of a two line displayTo accept a character Using the dialpadTo enter a character To delete a characterConvention Example Used for Symbols and conventions used in this guideAbout telephone buttons Checking which telephone mailbox interface you use To check which mailbox interface you useTo determine the Feature Codes Chapter Using Feature CodesFeature Codes Programming 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 skillsetsAgent properties Chapter Setting up Call Center agentsAbout adding agents Priority Missed Call OptionAccepted Call Types Activity Code Entry TypeAdding an agent or a supervisor To add an agentSetting up Call Center agents Adding more than one agent To add more than one agentSetting up Call Center agents Changing agent information Resetting an agent’s passwordTo reset an agent’s password To change agent informationDeleting an agent To delete an agentForcing an agent off To force an agent offSetting up Call Center agents P0605665 How incoming calls are sent to a skillset Chapter Setting up skillsetsAbout skillsets Skillset properties Attendant extension Delay AnswerBreak Time Language preferenceSetting up or changing a skillset To set up or change a skillsetSetting up skillsets To set up did routing for CallPilot 100/150 Setting up did routingTo set up did routing for Business Communications Manager Setting up CLID/DNIS Routing Examples of using CLID/DNIS RoutingMultimedia Calls CLID/DNIS Routing Table propertiesLine ActionAdding a CLID/DNIS Route Click the CLID/DNIS Routing Table linkChanging a CLID/DNIS Route To change a CLID/DNIS RouteDeleting a CLID/DNIS Route To assign an agent to a skillset Assigning an agent to a skillsetDynamic Agent Priority Setting up skillsets Changing an agent’s priority in a skillset To change an agent’s priority in a skillsetTo unassign an agent from a skillset Unassiging an agent from a skillsetViewing agents in a skillset To enable a skillset Enabling a skillsetTo disable a skillset Disabling a skillsetUnconfiguring a skillset To unconfigure a skillsetChapter Setting up skillset mailboxes About skillset mailboxesDetermining a skillset mailbox number Initializing a skillset mailbox To initialize a skillset mailboxTo 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 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 greetingIf you choose the Alternate mailbox greeting, you are asked Recording a Personalized skillset mailbox greeting To record a Personalized skillset mailbox greetingDeleting a Personalized skillset mailbox greeting To delete a Personalized mailbox greetingChecking skillset mailboxes for messages Playing skillset mailbox messages To play skillset mailbox messages Norstar Voice MailStop Play To play skillset mailbox messages CallPilot To retrieve an erased message CallPilot Retrieving erased messagesTo retrieve an erased message Norstar Voice Mail 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 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 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 mailboxOff-premise Message Notification parameters Setting up Off-premise Message Notification To set up Off-premise Message Notification to a phone numberPress AM or ⁄ Receives a new message To set up Off-premise Message Notification to an extension Mailbox receives a new message To set up Off-premise Message Notification to a pager Example of a destination pager numberPress 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 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 offExamples of Call Center greetings Chapter Recording Call Center GreetingsAbout Call Center greetings Expected Wait Time greeting Transfer greetingNon-business hours greeting Recording a Call Center greeting To record a Call Center greetingRecording Call Center Greetings Recording Call Center Greetings Importing a Call Center greeting To import a previously recorded greetingExporting a Call Center greeting To export a previously recorded greetingRecording Call Center Greetings P0605665 Intelligent Overflow Routing Chapter Setting up Intelligent RoutingAbout Intelligent routing Action ModeCondition 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 Assigning Intelligent Overflow Routing to a skillset Select Transfer to External Moving an Intelligent Overflow rule To move a ruleModifying an Intelligent Overflow Rule Deleting an Intelligent Overflow RuleSetting up Intelligent Routing P0605665 Fax Detection Chapter Setting up Routing TablesAbout Routing Tables Setting up Routing Tables How to set up EWT Expected Wait TimeRecording EWT greetings Examples of EWT greetingsSetting up an EWT Table Click the Expected Wait Time Tables linkSetting 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 Adding a Greeting step To add a Greeting stepSetting up Routing Tables Setting up Routing Tables Adding a Distribute for step To add a Distribute for stepAdding a Goto step To add a Goto stepAdding a Transfer step Adding a Disconnect step To add a disconnect stepAssigning Routing Table hours of operation To assigning hours of operation to a skillsetSetting up Routing Tables Setting the Service Mode for skillsets To set the Service Mode for a skillsetDisplay shows the Service Mode for skillset To set up the Day Routing Table example Example of a Day Routing TableAt the Intelligent Caller Input Routing option, select Basic To set up the Night Routing Table example Example of a Night Routing TableReviewing Routing Table steps Follow the procedureChanging a Routing Table Modifying Routing Table stepsDeleting Routing Table steps Setting up Routing Tables P0605665 Chapter Creating Caller Input Rules Creating a Caller Input RuleCreating Caller Input Rules Select Move to Skillset Creating Caller Input Rules Using wildcard characters An example of using Intelligent Caller Routing, AdvancedCreating Caller Input Rules Changing a Caller Input rule Changing the rule length for a Caller Input Table Changing a Caller Input Rule Deleting a Caller Input ruleClearing a Caller Input Rule Table To delete a Caller Input ruleTo 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 Call Center Reporting properties Address Supervisor Help Request TimeoutEnable Caller ID Selection Method Supervisor Help FromSetting up general Call Center properties To set up the general Call Center propertiesSetting up Call Center general properties System Configuration Report Call Center Greetings Enable Caller IDCall Center overflow Call Center Intelligent ClidTo generate the System Configuration Report Click the System Configuration linkSetting up Call Center general properties P0605665 Monitoring agent calls with Silent Monitor Chapter Monitoring Call Center call activityMonitoring call activity Setting up Silent Monitor on your system To set up Silent MonitorUsing Silent Monitor with Answer DN Monitoring tipsLogging 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 Using a memory button to monitor calls waiting in skillsets An example of monitoring skillsetsProgramming Not Ready to a memory button Using Not ReadyTaking some Not Ready time Changing your supervisor password Logging offSupervisor Help How Supervisor Help worksRequesting agent’s skillsets Configuring Supervisor Help How to handle Supervisor help requestsHow to handle missed requests An example of retrieving an escalated requestOptional and Prompted Activity Code logging Chapter Activity CodesWhat Activity Codes are Prompted OptionalExample 2 The agent enters Activity Codes after the call Examples of Activity Code callsExample 1 The agent enters Activity Codes during the call Time Activity Peg timeAutopeg example AutopegsExamples of Autopeg calls No Peg System Activity CodesSystem Activity Codes that Call Center records Held Call AbandonedExample 2 Held Call Abandoned and No Peg Examples of System Activity Code callsExample 1 No Peg Example 3 No Peg and Non Agent Example 4 Non AgentPrompted and Optional Activity Code logging Examples of Prompted and Optional CallsActivity Codes Example 1 Both agents enter Activity Codes How Activity Codes interact with system featuresTransfer to Agent Example 2 The first agent enters an Activity CodeBreak Time Example 3 The second agent enters an Activity CodeCreating Activity Codes To create an Activity CodeChanging an Activity Code Deleting an Activity CodeImporting Activity Codes Creating a list of Activity CodesCommunicating Activity Codes to supervisors and agents To import a list of Activity CodesTo set up or change Activity Codes for a skillset see Assigning Activity Code settings to agents and skillsetsTo set up or change Activity Code settings for an agent see Generating Activity Code reportsHow agents enter Activity Codes Activity Codes P0605665 Chapter Tips for operating Call Center Agent administrationSkillset administration Call Center greetingsCall 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 Chapter Examples of Call Center configurations Basic Call CenterGeneral Configuration Skillset 1 propertiesRouting Tables Service Mode Overflow Skillset 2 properties Service Mode Overflow Professional Call Center with Reporting General Configuration General Properties Caller Input RulesExpected 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 Multimedia Call Center GreetingsImage VoiceLines Skillset 1 on Skillset 2 on Skillset 3 on Skillset 4 onRouting Tables Service Mode Overflow Resetting the Operator password Chapter Troubleshooting Call CenterResetting passwords To reset the Operator password using CallPilot ManagerTo reset the Operator password using a phone Resetting the Call Center Administrator passwordImportant considerations about how agents use features Agent problemsAgent log on problems Preventing calls from ringing at an agent’s set Do Not DisturbCall Forward No Answer Hunt groupsFollow-me browsing Multimedia Call Center Agents only Skillset problems Call processing problems Excessive Call RingbackCalls do not distribute to certain agents Troubleshooting Call Center Troubleshooting Call Center P0605665 Chapter Call Center Programming Record For this programming task SeeOperator/Business Status Feature code name Dialpad buttons Custom Feature CodePassword Operator Skillset Rules Default Skillset # Parameter Call Center skillsetsCall Center Greetings Greeting number Greeting informationSkillset Service Mode Conditions ActionCall Center agents Skillset assignments Skillset name and # Agent ID and name PrioritySkillset mailboxes Routing Tables Match string Action Caller Input RulesRule table # Length Fixed Intelligent CLID/DNIS Routing Type of call Line, Multimedia Call CenterLine # Skillset # Expected Wait Time settingsLine answering Alert times GlossaryAgent AttendantCall Forward All Calls Call Center AdministratorCall Center Call Forward No AnswerCustom Call Routing CCR Class of ServiceControl Directory Number CDN Intelligent Caller Input Routing, Advanced IndicatorGreeting Table Intelligent Caller Input Routing, BasicMethod of Call Distribution Method Memory button indicatorMessage Waiting Indication MWI Off-premise Message NotificationRouting Table Real timeReserved channel Skillset mailboxIndex NumericsIndex Monitor Agents Index MWI DN Retrieving messages