Call Center, Call Forward All Calls | Nortel Networks P0605665 03

264Glossary

CDN

See Control Directory Number.

Call Center

Call Center receives, holds and routes calls to agents in a call center.

call center

A call center is a department or a business that uses Nortel Networks Call Center to handle numerous incoming calls. A call center typically employs several agents to answer calls.

Call Center Administrator

The Call Center Administrator sets up, and manages the day-to-day operation of a call center. The Call Center Administrator monitors the overall performance of the call center and balances the staffing according to call traffic demands.

Call Forward All Calls

This feature forwards all calls from a phone to another extension number. For example, all calls from a telephone can be forwarded to the CDN of a skillset.

Call Forward No Answer

This feature forwards unanswered calls from a phone to another extension number. A call is considered unanswered if no one answers the call before a specified number of rings.

Call Forward On Busy

This feature forwards all calls from a phone to another extension if all the lines assigned to the phone are busy.

CallPilot

CallPilot is a versatile business communications tool that you can use to:

•answer incoming calls

•offer callers a selection of options to route their calls or access information

•provide advanced voicemail, Auto Attendant and call handling capabilities

CallPilot includes voicemail, Auto Attendant, Custom Call Routing and Fax Answering features.

CallPilot also has optional features such as Fax, Call Center, Desktop Messaging and Messaging that enhance your communications. What options are available to you depends on what system you use. For more information about CallPilot, see the CallPilot Manager Set Up and Operation Guide.

Channel

A channel is the voice path that Call Center uses to play greetings to callers. A voice channel is also the voice path used when anyone uses a Feature Code to access Call Center.

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Nortel Networks P0605665 03 manual Call Center Administrator, Call Forward All Calls, Call Forward No Answer, CallPilot

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 Delegated access to Call Dynamic call priorityCenter 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 Chapter About setting up Call Center Using CallPilot Manager to set up Call CenterSystem requirements 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 Using the dialpad To enter a characterTo accept a character To delete a character Symbols and conventions used in this guide About telephone buttonsConvention Example Used for Checking which telephone mailbox interface you use To check which mailbox interface you use Chapter Using Feature Codes Feature CodesTo determine the Feature Codes Programming a memory button with a Feature Code To program a memory button Use this Feature Code Open Mailbox Operator SettingsVoicemail DN Display Waiting Calls Feature Codes used by Call Center agents Agent Feature CodesAgents use this Feature Code Open Mailbox Monitor skillsets Chapter Setting up Call Center agents About adding agentsAgent properties Missed Call Option Accepted Call TypesPriority 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 Resetting an agent’s password To reset an agent’s passwordChanging agent information 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 Chapter Setting up skillsets About skillsetsHow incoming calls are sent to a skillset Skillset properties Delay Answer Break TimeAttendant extension Language preference Setting up or changing a skillset To set up or change 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 Setting up CLID/DNIS Routing Examples of using CLID/DNIS Routing CLID/DNIS Routing Table properties LineMultimedia Calls 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 Assigning an agent to a skillset Dynamic Agent PriorityTo 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 Unassiging an agent from a skillset Viewing agents in 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 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 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 Retrieving erased messages To retrieve an erased message Norstar Voice MailTo retrieve an erased message CallPilot Replying to messages Replying to an internal callerTo 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 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 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 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 Recording Call Center Greetings About Call Center greetingsExamples of Call Center greetings Transfer greeting Non-business hours 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 Chapter Setting up Intelligent Routing About Intelligent routingIntelligent Overflow Routing Mode ConditionAction 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 Chapter Setting up Routing Tables About 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 Greeting step parameters Forced PlayNo 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 Follow the procedure Changing a Routing TableReviewing Routing Table steps 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 Deleting a Caller Input rule Clearing a Caller Input Rule TableChanging 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 Supervisor Help Request Timeout Enable Caller IDCall Center Reporting properties Address 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 Enable Caller ID Call Center overflowCall Center Greetings Call Center Intelligent Clid To generate the System Configuration Report Click the System Configuration link Setting up Call Center general properties P0605665 Chapter Monitoring Call Center call activity Monitoring 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 Monitoring skillsets To monitor skillsetsDisplay Description Using a memory button to monitor calls waiting in skillsets An example of monitoring skillsets Using Not Ready Taking some Not Ready timeProgramming 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 Chapter Activity Codes What Activity Codes areOptional and Prompted Activity Code logging Prompted Optional Examples of Activity Code calls Example 1 The agent enters Activity Codes during the callExample 2 The agent enters Activity Codes after the call Time Activity Peg time Autopegs Examples of Autopeg callsAutopeg example System Activity Codes System Activity Codes that Call Center recordsNo Peg Held Call Abandoned Examples of System Activity Code calls Example 1 No PegExample 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 How Activity Codes interact with system features Transfer to AgentExample 1 Both agents enter Activity Codes 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 Assigning Activity Code settings to agents and skillsets To set up or change Activity Code settings for an agent seeTo set up or change Activity Codes for a skillset see Generating Activity Code reports How agents enter Activity Codes Activity Codes P0605665 Agent administration Skillset 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 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 Chapter Troubleshooting Call Center Resetting passwordsResetting 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 Agent problems Agent log on problemsImportant considerations about how agents use features Do Not Disturb Call Forward No AnswerPreventing calls from ringing at an agent’s set 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 Feature code name Dialpad buttons Custom Feature Code Password OperatorOperator/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 Caller Input Rules Rule table # Length FixedMatch string Action Intelligent CLID/DNIS Routing Type of call Line, Multimedia Call Center Expected Wait Time settings Line answeringLine # Skillset # Glossary AgentAlert times Attendant Call Center Administrator Call CenterCall Forward All Calls Call Forward No Answer Class of Service Control Directory Number CDNCustom Call Routing CCR Indicator Greeting TableIntelligent Caller Input Routing, Advanced Intelligent Caller Input Routing, Basic Memory button indicator Message Waiting Indication MWIMethod of Call Distribution Method Off-premise Message Notification Real time Reserved channelRouting Table Skillset mailbox Index Numerics Index Monitor Agents Index MWI DN Retrieving messages