Nortel Networks P0605665 03 Professional Call Center with Reporting

Chapter 17 Examples of Call Center configurations 223

Nortel Networks Call Center Set Up and Operation Guide

Professional Call Center with Reporting

A year after they installed Basic Call Center, Mosaic Hardwood Flooring moved to a larger

location and expanded their team to 33 members. They also now have one PRI trunk, which lets

them handle more calls. Mosaic wants to upgrade their Call Center to keep up with their increased

call volume. They want to be able to dire ct calls to sales, customer service, preferr ed customers,

and installation bookings. They want to track how many of each type of call is being received each

week, and they want to tell callers on hold what the Expected Wait Time is.

Mosaic now has seven on-site and two off-site sales representatives. There are two staff members

who book installations and two staff members who track service requests. The installation team

has expanded to 20 members.

Three senior sales people handle the preferred customers calls. Only the sales people take

sales-related calls. Installation bookings calls are handled by the installation booking employees.

Service requests are handled by two service request employees and any of the installation team

when they are in the shop.

Here is how Mosaic configures their Professi onal Call Center:

“General Configuration” on page 224

“General Properties” on page 225

“Caller Input Rules” on page 225

“Expected Wait Time” on page 226

“Activity Codes” on page 226

“Lines” on page 227

“Skillset 1” on page 227

•“Routing Tables” on page 228

•“Service Mode” on page 229

•“Overflow” on page 229

“Skillset 2” on page 230

•“Routing Tables” on page 230

•“Service Mode” on page 231

•��Overflow” on page 231

“Skillset 3” on page 232

•“Routing Tables” on page 232

•“Service Mode” on page 233

•“Overflow” on page 233

“Skillset 4” on page 234

•“Routing Tables” on page 234

•“Service Mode” on page 235

•“Overflow” on page 235

Contents

Main Nortel Networks Call Center Set Up and Operation Guide Copyright 2004 Nortel Networks Trademarks Contents Page Page Page Page Page Page Page Chapter 1 About Nortel Networks Call Center Professional and Basic Call Center Call Center features Call Center has many features that give your call center advanced and flexible call handling. Page Using CallPilot call routing with Call Center Auto Attendant Custom Call Routing (CCR) A comparison of Basic and Professional Call Center Page Related documents How to get help Chapter 2 About setting up Call Center Using CallPilot Manager to set up Call Center System requirements Computer requirements Browser requirements Enabling Software Authorization Codes To enable a software authorization code for Business Communications Manager To enable a software authorization code for CallPilot 100/150 Page About the CallPilot Manager interface System timeout Call Center password access To create a Call Center Administrator password Setting up Call Center from a two line display telephone System timeout Using the dialpad Symbols and conventions used in this guide About telephone buttons Checking which telephone mailbox interface you use To check which mailbox interface you use Chapter 3 Using Feature Codes Feature Codes To determine the Feature Codes Programming a memory button with a Feature Code To program a memory button Feature Codes used by Call Center Administrator and Supervisors Feature Codes used by Call Center agents Agent Feature Codes Chapter 4 Setting up Call Center agents About adding agents Agent properties 34 Chapter 4 Setting up Call Center agents Business Communications Manager Programmi ng Operations Guide Norstar System Coordinator Guide. Multimedia Call Center Set Up and Operation Guide. Adding an agent or a supervisor To add an agent Page Adding more than one agent To add more than one agent Page Changing agent information To change agent information Resetting an agents password To reset an agents password Deleting an agent To delete an agent Forcing an agent off To force an agent off Page Chapter 5 Setting up skillsets About skillsets How incoming calls are sent to a skillset Skillset properties n Message for you SKILLn Page Setting up or changing a skillset To set up or change a skillset Page Setting up DID routing To set up DID routing for Business Communications Manager To set up DID routing for CallPilot 100/150 Setting up CLID/DNIS Routing Examples of using CLID/DNIS Routing Routing using CLID/ANI Routing using DNIS Routing using Multimedia Call Center CLID/DNIS Routing Table properties Adding a CLID/DNIS Route Changing a CLID/DNIS Route To change a CLID/DNIS Route Page Assigning an agent to a skillset Dynamic Agent Priority To assign an agent to a skillset Page Changing an agents priority in a skillset To change an agents priority in a skillset Unassiging an agent from a skillset To unassign an agent from a skillset Viewing agents in a skillset Enabling a skillset To enable a skillset Disabling a skillset To disable a skillset Unconfiguring a skillset To unconfigure a skillset Chapter 6 Setting up skillset mailboxes About skillset mailboxes Determining a skillset mailbox number To determine a skillsets mailbox number and Message Waiting Indication telephone Initializing a skillset mailbox To initialize a skillset mailbox Opening a skillset mailbox To open a skillset mailbox - Norstar Voice Mail To open a skillset mailbox - CallPilot Opening a skillset mailbox remotely To open a skillset mailbox from an outside telephone To open a skillset mailbox directly from an outside telephone Skillset mailbox password Changing a skillset mailbox password To change a skillset mailbox password Resetting a skillset mailbox password To reset a skillset mailbox password Recording skillset mailbox greetings Examples of Primary and Alternate greetings To record a Primary or Alternate skillset mailbox greeting Choosing a Primary or Alternate skillset mailbox greeting To choose a Primary or Alternate skillset mailbox greeting Page Recording a Personalized skillset mailbox greeting To record a Personalized skillset mailbox greeting Deleting a Personalized skillset mailbox greeting To delete a Personalized mailbox greeting Checking skillset mailboxes for messages Playing skillset mailbox messages To play skillset mailbox messages - Norstar Voice Mail Page To play skillset mailbox messages - CallPilot Retrieving erased messages To retrieve an erased message - Norstar Voice Mail To retrieve an erased message - CallPilot Replying to messages Replying to an internal caller To reply to an internal caller - Norstar Voice Mail To reply to an internal caller - CallPilot Replying to an external caller To reply to an external caller - Norstar Voice Mail To reply to an external caller - CallPilot Page Chapter 7 Off-premise Message Notification About Off-premise Message Notification Assigning an outdial method to a skillset mailbox To assign an outdial method to a skillset mailbox Off-premise Message Notification parameters Setting up Off-premise Message Notification To set up Off-premise Message Notification to a phone number Page Page To set up Off-premise Message Notification to an extension Page About setting up Off-premise Message Notification to a pager number Example of a destination pager number To set up Off-premise Message Notification to a pager Page To set up Off-premise Message Notification to more than one destination Page Page Changing Off-premise Message Notification To change the time range or type of message parameters Page To change the destination from phone to another destination Page To change the destination from pager to phone or extension Page To change the destination from phone or extension to pager Page Deleting a destination number To delete a destination number Adding a destination number To add a destination number Turning Off-premise Message Notification on or off To turn Off-premise Message Notification on or off Chapter 8 Recording Call Center Greetings About Call Center greetings Examples of Call Center greetings 108 Chapter 8 Recording Call Center Greetings Recording a Call Center greeting To record a Call Center greeting Page Page Importing a Call Center greeting To import a previously recorded greeting Exporting a Call Center greeting To export a previously recorded greeting Page Chapter 9 Setting up Intelligent Routing About Intelligent routing Intelligent Overflow Routing Mode Condition Action Examples of Intelligent Overflow Routing rules Example 1 Example 2 Example 3 Example 4 Example 5 Example 6 Example 7 Example 8 Assigning Intelligent Overflow Routing to a skillset Page Moving an Intelligent Overflow rule To move a rule Modifying an Intelligent Overflow Rule Deleting an Intelligent Overflow Rule Page Chapter 10 Setting up Routing Tables About Routing Tables Fax Detection Page Expected Wait Time How to set up EWT Recording EWT greetings Examples of EWT greetings Page Page Page Deleting an EWT Table Changing an EWT Table 136 Chapter 10 Setting up Routing Tables About types of Routing Table steps You can add these types of steps to routi ng tables: Chapter 10 Setting up Routing Tables 137 Greeting step parameters Page Page Page Adding a Distribute for step To add a Distribute for step Adding a Goto step To add a Goto step Adding a Transfer step Adding a Disconnect step To add a disconnect step Assigning Routing Table hours of operation To assigning hours of operation to a skillset Page Setting the Service Mode for skillsets To set the Service Mode for a skillset Page Example of a Day Routing Table To set up the Day Routing Table example Page Example of a Night Routing Table To set up the Night Routing Table example Changing a Routing Table Reviewing Routing Table steps Modifying Routing Table steps Deleting Routing Table steps Page Chapter 11 Creating Caller Input Rules Creating a Caller Input Rule Page Page Page Using wildcard characters An example of using Intelligent Caller Routing, Advanced Page Page Changing the rule length for a Caller Input Table Changing a Caller Input Rule Deleting a Caller Input rule To delete a Caller Input rule Clearing a Caller Input Rule Table To clear a Caller Input Rule Table Chapter 12 Line administration Setting the Answer Lines status To set the Answer Lines status Configuring lines To configure a line Configuring several lines Chapter 13 Setting up Call Center general properties Assigning the Call Center language To assign the Call Center language Page General Call Center properties Primary and Secondary alert times Reserved channels Page Setting up general Call Center properties To set up the general Call Center properties Page Chapter 13 Setting up Call Center general properties 175 System Configuration Report 176 Chapter 13 Setting up Call Center general properties Page Page Chapter 14 Monitoring Call Center call activity Monitoring call activity Monitoring agent calls with Silent Monitor Setting up Silent Monitor on your system To set up Silent Monitor Using Silent Monitor with Answer DN Monitoring tips Logging on and monitoring agent calls An agent requests help while you are in a monitoring session 184 Chapter 14 Monitoring Call Center call activity About monitoring sessions Monitoring skillsets To monitor skillsets An example of monitoring skillsets Using a memory button to monitor calls waiting in skillsets Taking some Not Ready time Using Not Ready Programming Not Ready to a memory button Logging off Changing your supervisor password Supervisor Help How Supervisor Help works Page Configuring Supervisor Help How to handle Supervisor help requests How to handle missed requests An example of retrieving an escalated request Chapter 15 Activity Codes What Activity Codes are Optional and Prompted Activity Code logging Prompted Optional Examples of Activity Code calls Example 1: The agent enters Activity Codes during the call Example 2: The agent enters Activity Codes after the call Activity Codes Call Center automatically enters: Autopegs and System Activity Codes Autopegs Examples of Autopeg calls Autopeg example 1 Autopeg example 2 System Activity Codes System Activity Codes that Call Center records Examples of System Activity Code calls Example 1: No Peg A Prompted call where an on-hold caller hangs up. A call where the agent does not enter an Activity Code. Example 2: Held Call Abandoned and No Peg Example 3: No Peg and Non Agent A Prompted call transferred to non-agent, where the agent does not enter an Activity Code. A Prompted or Optional call that is transf erred to a non-agent. Example 4: Non Agent Prompted and Optional Activity Code logging Examples of Prompted and Optional Calls Example 2: Prompted where the agent does not enter an Activity Code Example 1: Optional where the agent does not enter an Activity Code Example 3: Prompted or Optional where the agent enters an Activity Code during a call Example 4: Prompted or Optional where the agent enters several Activity Codes during a call Example 5: The first agent is Prompted and the second agent is Optional How Activity Codes interact with system features Transfer to Agent Example 2: The first agent enters an Activity Code Example 1: Both agents enter Activity Codes Example 3: The second agent enters an Activity Code Break Time Creating Activity Codes To create an Activity Code Changing an Activity Code Deleting an Activity Code Importing Activity Codes Creating a list of Activity Codes To import a list of Activity Codes Communicating Activity Codes to supervisors and agents Assigning Activity Code settings to agents and skillsets To set up or change Activity Code settings for an agent see To set up or change Activity Codes for a skillset see Generating Activity Code reports How agents enter Activity Codes Page Chapter 16 Tips for operating Call Center Agent administration Skillset administration Call Center greetings Routing Table administration Call Center general parameters How to calculate the longest time a caller can be on hold Tips to improve the efficiency of Call Center Using B1 and B2 DNs When you assign a CDN to a skillset You can use B2 CDNs if About Partial Double Density mode: About using B1 and B2 extensions Page Chapter 17 Examples of Call Center configurations Basic Call Center General Configuration Skillset 1 properties Page Page Skillset 2 properties Page Professional Call Center with Reporting General Configuration General Properties Caller Input Rules Page Lines Skillset 1 Page Page Skillset 2 Page Skillset 3 Page Skillset 4 Page Multimedia Call Center General properties Activity Codes Lines Skillset 5 Page Page Chapter 18 Troubleshooting Call Center Resetting passwords Resetting the Operator password To reset the Operator password using CallPilot Manager To reset the Operator password using a phone Resetting the Call Center Administrator password To reset the Call Center Administrator password using CallPilot Manager Agent problems Agent log on problems Important considerations about how agents use features Call Transfer Call Forward Do Not Disturb Call Forward No Answer Preventing calls from ringing at an agents set Hunt groups Automatic Answer Page Skillset problems Problems enabling skillsets Problems changing skillset properties To change a skillset mailbox CDN Problems viewing skillset settings Call processing problems Excessive Call Ringback Calls do not distribute to certain agents Call Center never answers calls or takes a long time to answer calls Call Center calls do not follow Call Forward rules, but non-Call Center calls do Page Chapter 19 Call Center Programming Record Note: Make copies of these pages as required. Feature Codes General Call Center properties Operator/Business Status Call Center skillsets Page Intelligent Overflow Routing Call Center agents Page Page Routing Tables Page Page Page Glossary Page Page Page Page Page Index Numerics A B C D E F G H I L M N O P R S T U V