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Chapter 19 Call Center Programming Record
P0605665 03
Call Center agents
Agent ID
and type
Agent name
Supervis
or status
Y/N
Names and #s of skillsets
agent is assigned to
Priority
Missed Call
Option
Auto
Answe
r
Y/N
Contents
Main
Nortel Networks Call Center Set Up and Operation Guide
Copyright 2004 Nortel Networks
Trademarks
Contents
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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
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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
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To set up Off-premise Message Notification to an extension
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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
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To set up Off-premise Message Notification to more than one destination
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Changing Off-premise Message Notification
To change the time range or type of message parameters
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To change the destination from phone to another destination
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To change the destination from pager to phone or extension
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To change the destination from phone or extension to pager
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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
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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
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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
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Chapter 11 Creating Caller Input Rules
Creating a Caller Input Rule
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Using wildcard characters
An example of using Intelligent Caller Routing, Advanced
Page
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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
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Setting up general Call Center properties
To set up the general Call Center properties
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Chapter 13 Setting up Call Center general properties 175
System Configuration Report
176 Chapter 13 Setting up Call Center general properties
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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
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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
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Chapter 17 Examples of Call Center configurations
Basic Call Center
General Configuration
Skillset 1 properties
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Skillset 2 properties
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Professional Call Center with Reporting
General Configuration
General Properties
Caller Input Rules
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Lines
Skillset 1
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Skillset 2
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Skillset 3
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Skillset 4
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Multimedia Call Center
General properties
Activity Codes
Lines
Skillset 5
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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
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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
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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
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Index
Numerics
A
B
C
D
E
F
G
H
I
L
M
N
O
P
R
S
T
U
V