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Nortel Networks P0605665 03 manual Intelligent CLID/DNIS Routing

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Chapter 19 Call Center Programming Record 261

Intelligent CLID/DNIS Routing

Type of call: Line, Multimedia Call Center,

CLID/ANI, DNIS

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Nortel Networks Call Center Set Up and Operation Guide

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Nortel Networks P0605665 03 manual Intelligent CLID/DNIS Routing, Type of call Line, Multimedia Call Center

Contents

Nortel Networks Call Center Set Up and Operation Guide Trademarks Copyright 2004 Nortel NetworksContents 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 CenterCall Center features Dynamic call priority Delegated access to CallCenter 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 Using CallPilot Manager to set up Call Center Chapter About setting up Call CenterSystem requirements Computer requirementsPoint your web browser to the URL https//IP address6800 Enabling Software Authorization CodesStart CallPilot Manager Click the Configuration heading To start CallPilot Manager on CallPilot 100/150 About the CallPilot Manager interface System timeoutTo create a Call Center Administrator password Call Center password accessAn example of a two line display Setting up Call Center from a two line display telephoneTo enter a character Using the dialpadTo accept a character To delete a characterSymbols 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 useChapter Using Feature Codes Feature CodesTo determine the Feature Codes To program a memory button Programming a memory button with a Feature CodeOperator Settings Use this Feature Code Open MailboxVoicemail DN Display Waiting CallsAgent Feature Codes Feature Codes used by Call Center agentsAgents use this Feature Code Open Mailbox Monitor skillsetsChapter Setting up Call Center agents About adding agentsAgent properties Accepted Call Types Missed Call OptionPriority Activity Code Entry TypeTo add an agent Adding an agent or a supervisorSetting up Call Center agents To add more than one agent Adding more than one agentSetting up Call Center agents To reset an agent’s password Resetting an agent’s passwordChanging agent information To change agent informationTo delete an agent Deleting an agentTo force an agent off Forcing an agent offSetting 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 preferenceTo set up or change a skillset Setting up or changing 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 Examples of using CLID/DNIS Routing Setting up CLID/DNIS RoutingLine CLID/DNIS Routing Table propertiesMultimedia Calls ActionClick the CLID/DNIS Routing Table link Adding a CLID/DNIS RouteTo change a CLID/DNIS Route Changing 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 To change an agent’s priority in a skillset Changing an agent’s priority in a skillsetUnassiging an agent from a skillset Viewing agents in a skillsetTo unassign an agent from a skillset Enabling a skillset To enable a skillsetDisabling a skillset To disable a skillsetTo unconfigure a skillset Unconfiguring a skillsetAbout skillset mailboxes Chapter Setting up skillset mailboxesDetermining a skillset mailbox number To initialize a skillset mailbox Initializing 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 To reset a skillset mailbox password Resetting a skillset mailbox passwordExamples of Primary and Alternate greetings Recording skillset mailbox greetingsTo record a Primary or Alternate skillset mailbox greeting To choose a Primary or Alternate skillset mailbox greeting Choosing a Primary or Alternate skillset mailbox greetingIf you choose the Alternate mailbox greeting, you are asked To record a Personalized skillset mailbox greeting Recording a Personalized skillset mailbox greetingTo delete a Personalized mailbox greeting Deleting a Personalized skillset mailbox greetingChecking skillset mailboxes for messages To play skillset mailbox messages Norstar Voice Mail Playing skillset mailbox messagesStop 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 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 About Off-premise Message Notification Chapter Off-premise Message NotificationTo assign an outdial method to a skillset mailbox Assigning an outdial method to a skillset mailboxOff-premise Message Notification parameters To set up Off-premise Message Notification to a phone number Setting up Off-premise Message NotificationPress 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 pagerPress 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 numberTo add a destination number Adding a destination numberTo turn Off-premise Message Notification on or off Turning 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 To record a Call Center greeting Recording a Call Center greetingRecording Call Center Greetings Recording Call Center Greetings To import a previously recorded greeting Importing a Call Center greetingTo export a previously recorded greeting Exporting a Call Center greetingRecording 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 ExplanationTransfers 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 ruleDeleting an Intelligent Overflow Rule Modifying an Intelligent Overflow RuleSetting up Intelligent Routing P0605665 Chapter Setting up Routing Tables About Routing TablesFax Detection Setting up Routing Tables Expected Wait Time How to set up EWTExamples of EWT greetings Recording EWT greetingsClick the Expected Wait Time Tables link Setting up an EWT TableSetting 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 stepSetting up Routing Tables Setting up Routing Tables To add a Distribute for step Adding a Distribute for stepTo add a Goto step Adding a Goto stepAdding a Transfer step To add a disconnect step Adding a Disconnect stepTo assigning hours of operation to a skillset Assigning Routing Table hours of operationSetting up Routing Tables To set the Service Mode for a skillset Setting the Service Mode for skillsetsDisplay shows the Service Mode for skillset Example of a Day Routing Table To set up the Day Routing Table exampleAt the Intelligent Caller Input Routing option, select Basic Example of a Night Routing Table To set up the Night Routing Table exampleChanging a Routing Table Follow the procedureReviewing Routing Table steps Modifying Routing Table stepsDeleting Routing Table steps Setting up Routing Tables P0605665 Creating a Caller Input Rule Chapter Creating Caller Input RulesCreating Caller Input Rules Select Move to Skillset Creating Caller Input Rules An example of using Intelligent Caller Routing, Advanced Using wildcard charactersCreating 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 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 Enable Caller ID Supervisor Help Request TimeoutCall Center Reporting properties Address Selection Method Supervisor Help FromTo set up the general Call Center properties Setting up general Call Center propertiesSetting up Call Center general properties System Configuration Report Call Center overflow Enable Caller IDCall Center Greetings Call Center Intelligent ClidClick the System Configuration link To generate the System Configuration ReportSetting 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 systemMonitoring tips Using Silent Monitor with Answer DNLogging 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 skillsetsUsing Not Ready Taking some Not Ready timeProgramming Not Ready to a memory button Logging off Changing your supervisor passwordHow Supervisor Help works Supervisor HelpRequesting agent’s skillsets How to handle Supervisor help requests Configuring Supervisor HelpAn example of retrieving an escalated request How to handle missed requestsChapter Activity Codes What Activity Codes areOptional and Prompted Activity Code logging Optional PromptedExample 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 timeAutopegs Examples of Autopeg callsAutopeg example System Activity Codes that Call Center records System Activity CodesNo Peg Held Call AbandonedExamples 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 AgentExamples of Prompted and Optional Calls Prompted and Optional Activity Code loggingActivity 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 CodeExample 3 The second agent enters an Activity Code Break TimeTo create an Activity Code Creating Activity CodesDeleting an Activity Code Changing an Activity CodeCreating a list of Activity Codes Importing Activity CodesTo import a list of Activity Codes Communicating Activity Codes to supervisors and agentsTo 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 reportsHow agents enter Activity Codes Activity Codes P0605665 Skillset administration Agent administrationChapter Tips for operating Call Center 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 Basic Call Center Chapter Examples of Call Center configurationsSkillset 1 properties General ConfigurationRouting Tables Service Mode Overflow Skillset 2 properties Service Mode Overflow Professional Call Center with Reporting General Configuration Caller Input Rules General PropertiesExpected 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 CenterVoice ImageSkillset 1 on Skillset 2 on Skillset 3 on Skillset 4 on LinesRouting Tables Service Mode Overflow Resetting passwords Chapter Troubleshooting Call CenterResetting the Operator password To reset the Operator password using CallPilot ManagerResetting the Call Center Administrator password To reset the Operator password using a phoneAgent 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 groupsFollow-me browsing Multimedia Call Center Agents only Skillset problems Excessive Call Ringback Call processing problemsCalls do not distribute to certain agents Troubleshooting Call Center Troubleshooting Call Center P0605665 For this programming task See Chapter Call Center Programming RecordFeature code name Dialpad buttons Custom Feature Code Password OperatorOperator/Business Status Call Center skillsets Skillset Rules Default Skillset # ParameterGreeting number Greeting information Call Center GreetingsConditions Action Skillset Service ModeCall Center agents Skillset name and # Agent ID and name Priority Skillset assignmentsSkillset mailboxes Routing Tables Caller Input Rules Rule table # Length FixedMatch string Action Type of call Line, Multimedia Call Center Intelligent CLID/DNIS RoutingExpected Wait Time settings Line answeringLine # Skillset # Agent GlossaryAlert times AttendantCall Center Call Center AdministratorCall Forward All Calls Call Forward No AnswerClass of Service Control Directory Number CDNCustom Call Routing CCR Greeting Table IndicatorIntelligent Caller Input Routing, Advanced Intelligent Caller Input Routing, BasicMessage Waiting Indication MWI Memory button indicatorMethod of Call Distribution Method Off-premise Message NotificationReserved channel Real timeRouting Table Skillset mailboxNumerics IndexIndex Monitor Agents Index MWI DN Retrieving messages