Troubleshooting Call Center P0605665 | Nortel Networks P0605665 03

250Chapter 18 Troubleshooting Call Center

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Nortel Networks P0605665 03 manual Troubleshooting Call Center P0605665

Contents

Nortel Networks Call Center Set Up and Operation Guide Copyright 2004 Nortel Networks Trademarks 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 Chapter About Nortel Networks Call Center Professional and Basic Call Center Call Center features Center Delegated access to CallDynamic call priority Multimedia Call Center Auto Attendant Using CallPilot call routing with Call CenterCustom 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 requirements Enabling Software Authorization Codes Point your web browser to the URL https//IP address6800 Start CallPilot Manager Click the Configuration heading To start CallPilot Manager on CallPilot 100/150 System timeout About the CallPilot Manager interface Call Center password access To create a Call Center Administrator password Setting up Call Center from a two line display telephone An example of a two line display To accept a character Using the dialpadTo enter a character To delete a character About telephone buttons Symbols and conventions used in this guideConvention Example Used for Checking which telephone mailbox interface you use To check which mailbox interface you use Feature Codes Chapter Using Feature CodesTo determine the Feature Codes Programming a memory button with a Feature Code To program a memory button Voicemail DN Use this Feature Code Open MailboxOperator Settings Display Waiting Calls Agents use this Feature Code Open Mailbox Feature Codes used by Call Center agentsAgent Feature Codes Monitor skillsets About adding agents Chapter Setting up Call Center agentsAgent properties Priority Missed Call OptionAccepted Call Types Activity Code Entry Type Adding an agent or a supervisor To add an agent Setting up Call Center agents Adding more than one agent To add more than one agent Setting up Call Center agents Changing agent information Resetting an agent’s passwordTo reset an agent’s password To change agent information Deleting an agent To delete an agent Forcing an agent off To force an agent off Setting up Call Center agents P0605665 About skillsets Chapter Setting up skillsetsHow incoming calls are sent to a skillset Skillset properties Attendant extension Delay AnswerBreak Time Language preference Setting up or changing a skillset To set up or change a skillset Setting up skillsets To set up did routing for Business Communications Manager Setting up did routingTo set up did routing for CallPilot 100/150 Setting up CLID/DNIS Routing Examples of using CLID/DNIS Routing Multimedia Calls CLID/DNIS Routing Table propertiesLine Action Adding a CLID/DNIS Route Click the CLID/DNIS Routing Table link Changing a CLID/DNIS Route To change a CLID/DNIS Route Deleting a CLID/DNIS Route Dynamic Agent Priority Assigning an agent to a skillsetTo 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 skillset Viewing agents in a skillset Unassiging an agent from a skillsetTo unassign an agent from a skillset To enable a skillset Enabling a skillset To disable a skillset Disabling a skillset Unconfiguring a skillset To unconfigure a skillset Chapter Setting up skillset mailboxes About skillset mailboxes Determining a skillset mailbox number Initializing a skillset mailbox To initialize a skillset mailbox To open a skillset mailbox Norstar Voice Mail Opening a skillset mailboxTo open a skillset mailbox CallPilot Setting up skillset mailboxes Changing a skillset mailbox password Skillset mailbox passwordTo 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 If you choose the Alternate mailbox greeting, you are asked 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 Stop Play To play skillset mailbox messages CallPilot To retrieve an erased message Norstar Voice Mail Retrieving erased messagesTo 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 Use To reply to an internal caller CallPilot To reply to an external caller Norstar Voice Mail Replying to an external callerTo reply to an external caller CallPilot Setting up skillset mailboxes P0605665 Chapter 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 Press 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 number Press Pager or ‹to select a pager number destination By a zero YES Off-premise Message Notification Startstart time To change the time range or type of message parameters Changing Off-premise Message NotificationTo 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 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 About Call Center greetings Chapter Recording Call Center GreetingsExamples of Call Center greetings Non-business hours greeting Transfer greetingExpected Wait Time greeting Recording a Call Center greeting To record a Call Center greeting Recording Call Center Greetings Recording Call Center Greetings Importing a Call Center greeting To import a previously recorded greeting Exporting a Call Center greeting To export a previously recorded greeting Recording Call Center Greetings P0605665 About Intelligent routing Chapter Setting up Intelligent RoutingIntelligent Overflow Routing Condition ModeAction Mode Conditions Action Explanation Examples of Intelligent Overflow Routing rules 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 Moving an Intelligent Overflow rule To move a rule Modifying an Intelligent Overflow Rule Deleting an Intelligent Overflow Rule Setting up Intelligent Routing P0605665 About Routing Tables Chapter Setting up Routing TablesFax Detection Setting up Routing Tables How to set up EWT Expected Wait Time Recording EWT greetings Examples of EWT greetings Setting up an EWT Table Click the Expected Wait Time Tables link Setting up Routing Tables Setting up Routing Tables Deleting an EWT Table Changing an EWT Table About types of Routing Table steps Forced Play Greeting step parametersNo Intelligent Caller Input Adding a Greeting step To add a Greeting step Setting up Routing Tables Setting up Routing Tables 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 Setting up Routing Tables Setting the Service Mode for skillsets To set the Service Mode for a skillset Display shows the Service Mode for skillset To set up the Day Routing Table example Example of a Day Routing Table At the Intelligent Caller Input Routing option, select Basic To set up the Night Routing Table example Example of a Night Routing Table Reviewing Routing Table steps Follow the procedureChanging a Routing Table Modifying Routing Table steps Deleting Routing Table steps Setting up Routing Tables P0605665 Chapter Creating Caller Input Rules Creating a Caller Input Rule Creating Caller Input Rules Select Move to Skillset Creating Caller Input Rules Using wildcard characters An example of using Intelligent Caller Routing, Advanced Creating 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 rule To clear a Caller Input Rule Table Setting the Answer Lines status Chapter Line administrationTo set the Answer Lines status Configuring lines To configure a line Configuring several lines Assigning the Call Center language Chapter Setting up Call Center general propertiesTo assign the Call Center language Setting up Call Center general properties Primary and Secondary alert times General Call Center propertiesReserved channels Call Center Reporting properties Address Supervisor Help Request TimeoutEnable Caller ID Selection Method Supervisor Help From Setting up general Call Center properties To set up the general Call Center properties Setting up Call Center general properties System Configuration Report Call Center Greetings Enable Caller IDCall Center overflow Call Center Intelligent Clid To generate the System Configuration Report Click the System Configuration link Setting up Call Center general properties P0605665 Monitoring call activity Chapter Monitoring Call Center call activityMonitoring 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 About monitoring sessions To monitor skillsets Monitoring skillsetsDisplay Description Using a memory button to monitor calls waiting in skillsets An example of monitoring skillsets Taking some Not Ready time Using Not ReadyProgramming Not Ready to a memory button Changing your supervisor password Logging off Supervisor Help How Supervisor Help works Requesting agent’s skillsets Configuring Supervisor Help How to handle Supervisor help requests How to handle missed requests An example of retrieving an escalated request What Activity Codes are Chapter Activity CodesOptional and Prompted Activity Code logging Prompted Optional Example 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 time Examples of Autopeg calls AutopegsAutopeg example No Peg System Activity CodesSystem Activity Codes that Call Center records Held Call Abandoned Example 1 No Peg Examples of System Activity Code callsExample 2 Held Call Abandoned and No Peg Example 3 No Peg and Non Agent Example 4 Non Agent Prompted and Optional Activity Code logging Examples of Prompted and Optional Calls Activity 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 Code Break Time Example 3 The second agent enters an Activity Code 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 Communicating Activity Codes to supervisors and agents To import a list of Activity Codes To 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 reports How agents enter Activity Codes Activity Codes P0605665 Chapter Tips for operating Call Center Agent administrationSkillset administration Call Center greetings Routing calls using Dynamic Call Priority Routing Table administrationCall Center general parameters How to calculate the longest time a caller can be on hold When you assign a CDN to a skillset Using B1 and B2 DNsTips to improve the efficiency of Call Center About using B1 and B2 extensions About Partial Double Density modeYou can use B2 CDNs if Tips for operating Call Center Chapter Examples of Call Center configurations Basic Call Center General Configuration Skillset 1 properties Routing Tables Service Mode Overflow Skillset 2 properties Service Mode Overflow Professional Call Center with Reporting General Configuration General Properties Caller Input Rules 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 Multimedia Call Center Greetings Image Voice Lines Skillset 1 on Skillset 2 on Skillset 3 on Skillset 4 on Routing Tables Service Mode Overflow Resetting the Operator password Chapter Troubleshooting Call CenterResetting passwords To reset the Operator password using CallPilot Manager To reset the Operator password using a phone Resetting the Call Center Administrator password Agent log on problems Agent problemsImportant considerations about how agents use features Preventing calls from ringing at an agent’s set Do Not DisturbCall Forward No Answer Hunt groups Follow-me browsing Multimedia Call Center Agents only Skillset problems Call processing problems Excessive Call Ringback Calls do not distribute to certain agents Troubleshooting Call Center Troubleshooting Call Center P0605665 Chapter Call Center Programming Record For this programming task See Password Operator Feature code name Dialpad buttons Custom Feature CodeOperator/Business Status Skillset Rules Default Skillset # Parameter Call Center skillsets Call Center Greetings Greeting number Greeting information Skillset Service Mode Conditions Action Call Center agents Skillset assignments Skillset name and # Agent ID and name Priority Skillset mailboxes Routing Tables Rule table # Length Fixed Caller Input RulesMatch string Action Intelligent CLID/DNIS Routing Type of call Line, Multimedia Call Center Line answering Expected Wait Time settingsLine # Skillset # Alert times GlossaryAgent Attendant Call Forward All Calls Call Center AdministratorCall Center Call Forward No Answer Control Directory Number CDN Class of ServiceCustom Call Routing CCR Intelligent Caller Input Routing, Advanced IndicatorGreeting Table Intelligent Caller Input Routing, Basic Method of Call Distribution Method Memory button indicatorMessage Waiting Indication MWI Off-premise Message Notification Routing Table Real timeReserved channel Skillset mailbox Index Numerics Index Monitor Agents Index MWI DN Retrieving messages