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Nortel Networks P0605665 03 manual How to get help

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18Chapter 1 About Nortel Networks Call Center

How to get help

USA and Canada

Authorized Distributors - Technical Support

Telephone:

1-800-4NORTEL (1-800-466-7835)

If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#.

If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#.

Website:

http://www.nortelnetworks.com/support

Presales Support (CSAN)

Telephone:

1-800-4NORTEL (1-800-466-7835) Use Express Routing Code (ERC) 1063#

EMEA (Europe, Middle East, Africa)

Technical Support - CTAS

Telephone: 00800 800 89009

Fax:

44-191-555-7980

email:

emeahelp@nortelnetworks.com

CALA (Caribbean & Latin America)

Technical Support

Telephone:

1-954-858-7777

email:

csrmgmt@nortelnetworks.com

APAC (Asia Pacific)

Technical Support

Telephone:

+61 388664627

Fax:

+61 388664644

email:

asia_support@nortelnetworks.com

P0605665 03

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Nortel Networks P0605665 03 manual How to get help

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 CenterUsing CallPilot call routing with Call Center Auto AttendantCustom Call Routing CCR 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 characterSymbols and conventions used in this guide About telephone buttonsConvention Example Used for Checking which telephone mailbox interface you use To check which mailbox interface you useChapter Using Feature Codes Feature CodesTo determine the Feature 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 skillsetsChapter Setting up Call Center agents About adding agentsAgent properties 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 Chapter Setting up skillsets About skillsetsHow incoming calls are sent to a skillset Skillset properties Attendant extension Delay AnswerBreak Time Language preferenceSetting up or changing a skillset To set up or change a skillsetSetting up skillsets Setting up did routing To set up did routing for Business Communications ManagerTo set up did routing for CallPilot 100/150 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 Assigning an agent to a skillset Dynamic Agent PriorityTo assign an agent to a skillset Setting up skillsets Changing an agent’s priority in a skillset To change an agent’s priority in a skillsetUnassiging an agent from a skillset Viewing agents in a skillsetTo unassign an agent from 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 mailboxOpening 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 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 Retrieving erased messages To retrieve an erased message Norstar Voice MailTo retrieve an erased message CallPilot 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 Replying to an external caller To reply to an external caller Norstar Voice MailTo reply to an external caller CallPilot 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 Changing Off-premise Message Notification To change the time range or type of message parametersTo change the destination type Refer to 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 offChapter Recording Call Center Greetings About Call Center greetingsExamples of Call Center greetings Transfer greeting Non-business hours greetingExpected Wait Time 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 Chapter Setting up Intelligent Routing About Intelligent routingIntelligent Overflow Routing Mode ConditionAction 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 Chapter Setting up Routing Tables About Routing TablesFax Detection 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 Greeting step parameters Forced PlayNo Intelligent Caller Input 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 Chapter Line administration Setting the Answer Lines statusTo set the Answer Lines status Configuring lines To configure a line Configuring several lines Chapter Setting up Call Center general properties Assigning the Call Center languageTo assign the Call Center language Setting up Call Center general properties General Call Center properties Primary and Secondary alert timesReserved channels 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 Chapter Monitoring Call Center call activity Monitoring call activityMonitoring agent calls with Silent Monitor 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 Monitoring skillsets To monitor skillsetsDisplay Description Using a memory button to monitor calls waiting in skillsets An example of monitoring skillsetsUsing Not Ready Taking some Not Ready timeProgramming Not Ready to a memory button 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 requestChapter Activity Codes What Activity Codes areOptional and Prompted Activity Code logging 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 timeAutopegs Examples of Autopeg callsAutopeg example No Peg System Activity CodesSystem Activity Codes that Call Center records Held Call AbandonedExamples of System Activity Code calls Example 1 No PegExample 2 Held Call Abandoned and 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 greetingsRouting Table administration Routing calls using Dynamic Call PriorityCall Center general parameters How to calculate the longest time a caller can be on hold Using B1 and B2 DNs When you assign a CDN to a skillsetTips to improve the efficiency of Call Center About Partial Double Density mode About using B1 and B2 extensionsYou can use B2 CDNs if 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 passwordAgent problems Agent log on problemsImportant considerations about how agents use features 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 SeeFeature code name Dialpad buttons Custom Feature Code Password OperatorOperator/Business Status 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 Caller Input Rules Rule table # Length FixedMatch string Action Intelligent CLID/DNIS Routing Type of call Line, Multimedia Call CenterExpected Wait Time settings Line answeringLine # Skillset # Alert times GlossaryAgent AttendantCall Forward All Calls Call Center AdministratorCall Center Call Forward No AnswerClass of Service Control Directory Number CDNCustom Call Routing CCR 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