Troubleshooting Call Center | Nortel Networks P0605665 03 guide

Chapter 18 Troubleshooting Call Center 249

Call Center calls do not follow Call Forward rules, but non-Call Center calls do

For example, an agent is logged onto a set that is configured to CFNA to voicemail. A call is distributed to the agent, who does not answer it, and the call is returned to the skillset, but the desired behavior is to transfer the call to voicemail. Non-Call Center calls that do not get answered do go to voicemail.

To have non-Call Center calls to go to voicemail and Call Center calls to return to the skillset, make sure that the number of rings for Call Forward to Voicemail is set to greater than the Transfer Callback Timer.

To have both Call Center and non-Call Center calls to go to voicemail, make sure that the number of rings for Call Forward to Voicemail is set to less than the Transfer Callback Timer.

Also make sure that Call Centre agents have a CFNA Delay to voicemail/skillset DN that is lower than the Transfer Callback setting. This way, unanswered Call Centre calls return to the originating skillset and non-Call Centre calls are forwarded to the agent’s personal mailbox.

Callers hear the message “Your session cannot be continued at this time. Exiting the system. Goodbye.”

This happens if:

•an incoming Call Centre call is transferred to an available agent but the agent has left their desk and are still logged on, but has not made themselves Not Ready

and

•the first step in a Routing Table is a Distribute step. The first step for all routing tables should be a Greeting. If a call enters a skillset that has a Greeting as step 1 and there are available agents, the call is transferred to the available agent without hearing the greeting, unless it is a Forced Greeting.

Nortel Networks Call Center Set Up and Operation Guide

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Nortel Networks P0605665 03 manual Troubleshooting 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 Dynamic call priority Delegated access to CallCenter Multimedia Call Center Using 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 Using CallPilot Manager to set up Call Center Chapter About setting up Call CenterSystem requirements Computer 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 enter a character Using the dialpadTo accept a character To delete a character Symbols and conventions used in this guide About telephone buttonsConvention Example Used for To check which mailbox interface you use Checking which telephone mailbox interface you use Chapter Using Feature Codes Feature CodesTo determine the Feature Codes To program a memory button Programming a memory button with a Feature Code Operator Settings Use this Feature Code Open MailboxVoicemail DN Display Waiting Calls Agent Feature Codes Feature Codes used by Call Center agentsAgents use this Feature Code Open Mailbox Monitor skillsets Chapter Setting up Call Center agents About adding agentsAgent properties Accepted Call Types Missed Call OptionPriority Activity Code Entry Type 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 reset an agent’s password Resetting an agent’s passwordChanging agent information To change agent information To delete an agent Deleting an agent To force an agent off Forcing an agent off Setting up Call Center agents P0605665 Chapter Setting up skillsets About skillsetsHow incoming calls are sent to a skillset Skillset properties Break Time Delay AnswerAttendant extension Language preference To set up or change a skillset Setting up or changing a skillset Setting up skillsets Setting up did routing To set up did routing for Business Communications ManagerTo set up did routing for CallPilot 100/150 Examples of using CLID/DNIS Routing Setting up CLID/DNIS Routing Line CLID/DNIS Routing Table propertiesMultimedia Calls Action 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 Assigning an agent to a skillset Dynamic Agent PriorityTo assign an agent to a skillset Setting up skillsets To change an agent’s priority in a skillset Changing an agent’s priority in a skillset Unassiging an agent from a skillset Viewing agents in a skillsetTo unassign an agent from 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 Opening 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 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 Retrieving erased messages To retrieve an erased message Norstar Voice MailTo retrieve an erased message CallPilot Replying to an internal caller Replying to messagesTo reply to an internal caller Norstar Voice Mail If you use You want to Use To 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 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 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 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 Chapter Recording Call Center Greetings About Call Center greetingsExamples of Call Center greetings Transfer greeting Non-business hours greetingExpected Wait Time 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 Chapter Setting up Intelligent Routing About Intelligent routingIntelligent Overflow Routing Mode ConditionAction 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 Chapter Setting up Routing Tables About Routing TablesFax Detection 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 Greeting step parameters Forced PlayNo Intelligent Caller Input 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 Changing a Routing Table Follow the procedureReviewing Routing Table steps Modifying 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 Clearing a Caller Input Rule Table Deleting a Caller Input ruleChanging a Caller Input Rule To delete a Caller Input rule To 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 Enable Caller ID Supervisor Help Request TimeoutCall Center Reporting properties Address Selection Method Supervisor Help From 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 overflow Enable Caller IDCall Center Greetings Call Center Intelligent Clid Click the System Configuration link To generate the System Configuration Report Setting up Call Center general properties P0605665 Chapter Monitoring Call Center call activity Monitoring call activityMonitoring agent calls with Silent Monitor 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 Monitoring skillsets To monitor skillsetsDisplay Description An example of monitoring skillsets Using a memory button to monitor calls waiting in skillsets Using Not Ready Taking some Not Ready timeProgramming Not Ready to a memory button 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 Chapter Activity Codes What Activity Codes areOptional and Prompted Activity Code logging Optional Prompted Example 1 The agent enters Activity Codes during the call Examples of Activity Code callsExample 2 The agent enters Activity Codes after the call Time Activity Peg time Autopegs Examples of Autopeg callsAutopeg example System Activity Codes that Call Center records System Activity CodesNo Peg Held Call Abandoned Examples of System Activity Code calls Example 1 No PegExample 2 Held Call Abandoned and 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 Transfer to Agent How Activity Codes interact with system featuresExample 1 Both agents enter Activity Codes Example 2 The first agent enters an Activity Code 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 To set up or change Activity Code settings for an agent see Assigning Activity Code settings to agents and skillsetsTo set up or change Activity Codes for a skillset see Generating Activity Code reports How agents enter Activity Codes Activity Codes P0605665 Skillset administration Agent administrationChapter Tips for operating Call Center Call Center greetings Routing 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 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 Resetting passwords Chapter Troubleshooting Call CenterResetting the Operator password To reset the Operator password using CallPilot Manager Resetting the Call Center Administrator password To reset the Operator password using a phone Agent problems Agent log on problemsImportant considerations about how agents use features Call Forward No Answer Do Not DisturbPreventing calls from ringing at an agent’s set Hunt groups 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 Feature code name Dialpad buttons Custom Feature Code Password OperatorOperator/Business Status 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 Caller Input Rules Rule table # Length FixedMatch string Action Type of call Line, Multimedia Call Center Intelligent CLID/DNIS Routing Expected Wait Time settings Line answeringLine # Skillset # Agent GlossaryAlert times Attendant Call Center Call Center AdministratorCall Forward All Calls Call Forward No Answer Class of Service Control Directory Number CDNCustom Call Routing CCR Greeting Table IndicatorIntelligent Caller Input Routing, Advanced Intelligent Caller Input Routing, Basic Message Waiting Indication MWI Memory button indicatorMethod of Call Distribution Method Off-premise Message Notification Reserved channel Real timeRouting Table Skillset mailbox Numerics Index Index Monitor Agents Index MWI DN Retrieving messages