Avaya BCM 2.0 Call Center User Manual

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Enterprise Edge 2.0 Call Center Set Up and Operation Guide

1-800-4 NORTEL www.nortelnetworks.com

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Contents

Chapter 1 How to use this guide 9

Introduction 9 How this guide is organized 9 Symbols and conventions 10 Reference documents 10

Chapter 2 Using Enterprise Edge 2.0 Call Center 13

Introduction 13 Professional Call Center and Basic Call Center 13 Using your telephone with Enterprise Edge 2.0 Call Center 14

About the two-line display telephone 14 Using Enterprise Edge 2.0 Call Center 15 Accessing Enterprise Edge 2.0 Call Center administration 15 Your role as Enterprise Edge 2.0 Call Center System Administrator 15

Chapter 3 Using Enterprise Edge 2.0 Call Center Feature Codes 17

Introduction 17 Enterprise Edge Feature Codes 17

Programming a memory button with a Feature Code 18 Feature Codes used by the System Administrator 19

System Administrator Feature Code descriptions 19 Feature Codes used by call center agents and supervisor agents 21

Agent Feature Code descriptions 22

Chapter 4 Call Center Agent Administration 25

Introduction 25 Agent information 25 Adding an agent or a supervisor agent 26 Adding more than one agent 27 Changing agent information 28 Resetting the agent password 28 Deleting an agent 29 Forcing agent log out 29

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Chapter 5 Queue Administration 31

Introduction 31 Queues in a call center 31

How incoming calls are sent to a queue 31 Queue parameters 32 Setting up queue parameters 33 Using Intelligent Overflow to control call handling 35

Examples of Intelligent Overflow rules 36

Assigning Intelligent Overflow to a queue 39

Disabling Intelligent Overflow 40 Enabling the queues 41 Disabling queues 41 Changing Queue parameters 42 Unconfiguring the queue 43 Assigning an agent to a queue 43 Deleting agents from a queue 44 Viewing agents in a queue 45

Chapter 6 Queue Mailbox Administration 47

Introduction 47 Queue Mailbox 47 Determining the Control DN (Queue Mailbox number) 48 Initializing the Queue Mailbox 49 Recording the Queue Mailbox greetings 50

Recording a Primary greeting for the Queue Mailbox 51

Recording an Alternate greeting for the Queue Mailbox 52

Choosing the Primary or Alternate Queue Mailbox greeting 53

Recording a Personalized greeting for the Queue Mailbox 54 Opening a Queue Mailbox 56

Opening a Queue Mailbox after it has been initialized 56

Opening a Queue Mailbox remotely 56 Queue Mailbox password 57

Changing the Queue Mailbox password 57

Resetting the Queue Mailbox password 58 Listening to messages in the Queue Mailbox 59 Replying to messages 61

Replying to an internal message sender 61

Replying to an external message sender 62 Off-premise Message Notification 63

About Off-premise Message Notification 63

Assigning an outdial route 64

Setting up Off-premise Message Notification to an extension

number 65

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Setting up Off-premise Message Notification to a t elephone number 67

Setting up Off-premise Message Notification to a pager number 69

Setting up Off-premise Message Notification to more than one

destination 72 Changing Off-premise Message Notification 75 Changing Off-premise Message Notification parameters 75 Changing the destination type from a pager to a telephone or

extension 78 Changing the destination type from telephone or extension to a

pager 80 Inserting an Off-premise Message Notification destination number 82 Deleting an Off-premise Message Notification destination number 84 Turning Off-premise Message Notification on and off 85 Changing the Off-premise Message Notification hours of operation 86

Chapter 7 Recording Call Center Greetings 89

Introduction 89 Call center greetings 89 Types of call center greetings 89

How to record a call center greeting 90

Recording call center greetings 91 Changing call center greetings 91

Chapter 8 Routing Table Administration 93

Introduction 93 Routing Table 93 Setting up a Routing Table 93 About Routing Table steps 94

Call center greeting steps 94 Distribution time step 95 Goto step 95 Disconnect option 95

Planning the Routing Table steps 96 Adding Routing Table steps 96

Adding greeting steps 96 Adding distribution time steps 97 Adding a Goto step 98 Adding a Disconnect step 99

Assigning queue hours of operation 100

Assigning the Day start time for a queue 100 Assigning the Night start time for a queue 100 Assigning a queue for 24 hour operation 101

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Examples of setting up the Day and Night Routing Tables 101

Examples of Routing Tables 101 Example of setting up the Queue 1 Day Routing Table 102 Example of setting up the Queue 1 Night Routing Table 104

Reviewing the Routing Table steps 105 Changing the existing steps in the Routing Table 105 Call Center Service Modes 106

Changing the Service Mode 107

Chapter 9 Enterprise Edge 2.0 Call Center Lines Administration 111

Introduction 111 Adding lines and assigning a queue 111 Adding and assigning several lines 112 Setting the Answer Lines status 113

Chapter 10 Setting up Call Center general parameters 115

Introduction 115 Assigning the language of Enterprise Edge 2.0 Call Center 115 General Call Center parameters 115 Setting up general call center parameters 116 Enterprise Edge 2.0 Call Center System Configuration Report 117

Chapter 11 Monitoring Enterprise Edge 2.0 Call Center call activity 119

Introduction 119 Monitoring call activity 119 Example of monitoring call activity 120

Chapter 12 Using Enterprise Edge 2.0 Call Center with Enterprise Edge Voice

Messaging 121

Introduction 121 Automated Attendant 121 Custom Call Routing 121

Chapter 13 Enterprise Edge 2.0 Call Center operation tips 123

Introduction 123 Tips about call center agent administration 123 Tips about call center queue administration 124 Tips about recording call center greetings 124 Tips about Routing Table administration 125 Tips about call center general parameters 125 Tips to calculate longest wait time a caller could be on hold 126 Tips to improve the efficiency of the call center 127

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Chapter 14 Troubleshooting Enterprise Edge 2.0 Call Center 129

Introduction 129 Problems and solutions 129

Resetting passwords 129 Agent log in problems 130 Problems enabling the call center queue 130 Cannot change the Call Center Queue General Parameters 131

Appendix A: Enterprise Edge 2.0 Call Center Programming

Record 133

Before you begin 133 Programming overview 133 Feature Code checklist 134 Call Center Queue Parameter Administration 134 Intelligent Overflow Administration 135 Agent Administration 136 Agent-Queue and Supervisor Agent-Queue Assignment 140 Call Center Queue Mailbox Administration 141 Greeting Administration 142 Routing Table Administration 146 Routing Table Administration 146 Setting up general Call Center parameters 148 Line answering 149 Operator/Business Status 151

Glossary 153

Index 159

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How to use this guide

Introduction

Enterprise Edge 2.0 Call Center is an automatic call distribution (ACD) that answers incoming calls and routes these calls to agents. In an ACD system, also known as a call center system, an agent is a person assigned to answer incoming calls.

This guide is designed to assist a System Administrator in setting up and operat ing the Enterprise Edge 2.0 Call Center system. Use this guide as an ongoing reference.

This chapter tells you what to expect as you read this guide and how information in this guide is presented.

How this guide is organized

The Enterprise Edge 2.0 Call Center Set Up and Operation Guide is organized into the following chapters:

Chapter Description

1. How to use this guide Describes the contents and conventions of this guide.

2. Using Enterprise Edge 2.0 Call Center Describes using telephones with Enterprise Edge 2.0 Call Center, accessing Enterprise Edge 2.0 Call Center administration, and your role as System Administrator.

3. Using Enterprise Edge 2.0 Call Center

Feature Codes

4. Agent information Explains how to add and delete call center agents and

5. Queue Administration Provides information on setting up call center queue

6. Queue Mailbox Administration Explains how to initialize, record greetings, open, and

7. Recording Call Center Greetings Describes types of greetings and explains how to record

8. Routing Table Administration Provides information on setting up the steps and starting

Describes the Enterprise Edge 2.0 Call Center Feature Codes used by the System Administrator and by the agents.

supervisor agents. This chapter also explains how to change agent information and force agent log off.

parameters, enabling and disabling call center queues, and using Intelligent Overflow to control call handling. This chapter also explains how to assign, delete and view agents in an call center queue.

listen to messages in the call center Queue Mailbox. This chapter explains how to change and reset the call center Queue Mailbox password. This chapter also describes Off-premise Message Notification.

call center greetings.

times in the Routing Tables.

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10 Symbols and conventions

Chapter Description

9. Enterprise Edge 2.0 Call Center Lines

Administration

10. Setting up Call Center general parameters Provides information on assigning the language of

11. Monitoring Enterprise Edge 2.0 Call Center

call activity

12. Using Enterprise Edge 2.0 Call Center with

Enterprise Edge Voice Messaging

13. Enterprise Edge 2.0 Call Center operation

tips

14. Troubleshooting Enterprise Edge 2.0 Call

Center

Appendix A: Enterpris e Edge 2.0 C all Ce nter

Programming Record Glossary Defines terms used in this guide. Index Provides an alphabetical list of information contained in

Provides information on how to add lines and assign an call center queue. This chapter also explains how to view and change line configuration, and set the Answer Lines status.

Enterprise Edge 2.0 Call Center and setting up the general parameters for Enterprise Edge 2.0 Call Center.

Provides information on how to monitor Enterprise Edge

2.0 Call Center call activity using the Enterpr ise Edge 2.0 Call Center Status Feature Code.

Provides information about the Enterprise Edge Messaging routing features Custom Call Rou ting and the Automated Attendant.

Provides tips to improve the operation of the Enterprise Edge 2.0 Call Center system.

Provides diagnostic and recovery procedures for problems that might occur while setting up and operating Enterprise Edge 2.0 Call Center. This chapter explains how to reset t he Syste m Administr ator p assword and how to reset the operator password.

Provides a programming record to keep track of Enterprise Edge 2.0 Call Center set up information.

this guide.

Symbols and conventions

The following conventions and symbols are used to describe features and their operation.

Convention Example Used for

Words in this special font correspond to top line of telephone display

An underlined word in this special font corresponds to the bottom line on telephone display

Mbox Admin Display prompts. Used on single-line and two-line

display telephones.

DMIN Indicates the Display button option you need to press

to proceed. Appears on two-line display telephones

Reference documents

For more information about Enterprise Edge 2.0 Call Center, refer to the Enterprise Edge 2.0 Call Center Agent User Guide and the Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide.

only.

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Reference documents 11

For information about setting up voice mail, refer to the Enterprise Edge Set Up and Operation Guide, Enterprise Edge Programming Record, and Enterprise Edge Installation and Maintenance Guide. For information about configuring telephony resources, refer to the Enterprise Edge Programming Operations Guide.

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12 Reference documents

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Using Enterprise Edge 2.0 Call Center

Introduction

This chapter describes:

• Professional Call Center and Basic Call Center

• Using your telephone with Enterprise Edge 2.0 Call Center

• Using Enterprise Edge 2.0 Call Center

• Accessing Enterprise Edge 2.0 Call Center administration

• Your role as Enterprise Edge 2.0 Call Center System Administrator

Professional Call Center and Basic Call Center

There are two levels of Call Center available, Basic Call Center and Professional Call Center. This document refers to Professional Call Center. The following table shows the differences between Basic Call Center and Professional Call Center.

Features Basic Call Center Professional Call Center

Number of queues 2 16 Number of configured agents 100 100 Number of agent priority levels 5 5 Number of active agents 10 48 Number of active calls in all call center queues 15 48 Maximum number of active calls per call center

queue Number of lines which can be configured

(answered) for call center Number of voice ports (shared with voice mail

or dedicated) Number of routing tables per queue 2 2 Number of recorded announcements (greetings) 10 100 Number of steps per Day routing Table 20 20 Number of steps per Night Routing Table 20 20 Number of overflow rules per queue 10 10 Number of queue mailboxes 2 16 Supervisor functionality, including the ability to

monitor a call between an agent and a customer

15 48

12 12

Not available. Available.

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14 Using your telephone with Enterprise Edge 2.0 Call Center

Features Basic Call Center Professional Call Center

Caller Directed Transfer, including the ability of the system to transfer a call to the Operator, Auto Attendant or queue mailbox based on programmable single digit caller input

Intelligent Overflow Routing, including the ability to overflow calls to multiple queues and the queue mailbox, and move calls to another queue

Overflow rules per queue 10 10 Overflow queues 2 16 Day of Week Service, allowing the user to

specify the start and end times for the day and night queue for each day of the week

Available. Caller Directed Transfer is limited to pressing a key for the queue mailbox. This key can be programmed to be any digit.

Available. Available.

Available. Caller Directed Transfer is expanded to allow programmable single digits for transferring the caller to the Operator, Auto Attendant and queue mailbox.

Using your telephone with Enterprise Edge 2.0 Call Center

Call center agents can use Enterprise Edge two-line display telephones and Enterprise Edge single-line display telephones. Supervisor agents must use Enterprise Edge two-line display telephones with the handsfree mute feature. Nondisplay telephones, such as telephones attached to an Enterprise Edge ATA 2, cannot be used for call center agent tasks. We recommend that you read the telephone user card for your telephone before proceeding.

About the two-line display telephone

The display on a Enterprise Edge two-line display telephone provides information about commands and options available when you are using Enterprise Edge 2.0 Call Center.

The two-line display can show up to three display button options at a time. The telephone displays in this guide show the Enterprise Edge 2.0 Call Center default settings. The following two-line display shows an example of the first Queue Status display.

Enterprise Edge two-line display

Display prompt Display button options

Queue 1:Enabled QUEUE NEXT

Display buttons

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Using Enterprise Edge 2.0 Call Center 15

Using Enterprise Edge 2.0 Call Center

The Enterprise Edge 2.0 Call Center system is designed to handle incoming calls as efficiently and economically as possible. Incoming calls are distributed to available agents or to greetings in your call center. To ensure that each call is handled successfully, Enterprise Edge 2.0 Call Center answers, plays greetings, and routes each incoming call to the fi rst availa ble agent i n the orde r of the ca ll’s ar riv al. The Enterprise Edge 2.0 Call Center system is used to hold the caller on the line.

Accessing Enterprise Edge 2.0 Call Center administration

Enterprise Edge 2.0 Call Center administration is done using Enterprise Edge Voice Applications Manager. Enterprise Edge Voice Applications Manager is an application that allows you to administer Enterprise Edge Voice Messaging and Enterprise Edge 2.0 Call Center.

To access Enterprise Edge Voice Applications Manager:

1. Click the Start menu, point to Programs, click Enterprise Edge Voice

Applications Manager and then click Enterprise Edge Voice Applications Manager.

The Enterprise Edge Voice Applications Manager main menu appears.

To access Enterprise Edge Voice Applications Manager from Enterprise Edge Unified Manager:

1. On the Enterprise Edge Unified Manager window, click the Enterprise Edge Voice Applications Manager icon. The Enterprise Edge Voice Applications Manager main menu appears.

All of the procedures described in this guide assume that you are at the Enterprise Edge Voice Applications Manager main menu.

Your role as Enterprise Edge 2.0 Call Center System Administrator

As Enterprise Edge 2.0 Call Center System Administrator, you set up ho w your call center receives calls. Your role can include:

• learning about the Enterprise Edge 2.0 Call Center system

• using Enterprise Edge 2.0 Call Center Feature Codes

• setting up call center agents and supervisor agents

• setting up call center queues

• setting up call center queue Overflow Rules

• using Intelligent Overflow to control call handling

• initializing the call center queue mailbox

• recording call center greetings

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16 Your role as Enterprise Edge 2.0 Call Center System Administrator

• setting up the routing table

• assigning the lines to be answered by Enterprise Edge 2.0 Call Center

• setting up general call center parameters

• monitoring the real time performance of Enterprise Edge 2.0 Call Center call activity

• troubleshooting Enterprise Edge 2.0 Call Center

• completing the Enterprise Edge 2.0 Call Center Programming Record (refer to

Appendix A: Enterprise Edge 2.0 Call Center Programming Record on page

133)

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Using Enterprise Edge 2.0 Call Center Feature Codes

Introduction

Feature Codes allow you to access Enterprise Edge 2.0 Call Center functions. This chapter describes:

• Enterprise Edge Feature Codes

• Feature Codes used by the System Administrator

• Feature Codes used by call center agents and supervisor agents

Enterprise Edge Feature Codes

Feature Codes are assigned during installation. This guide shows the default Feature Codes. Enterprise Edge 2.0 Call Center can also use Custom Feature Codes. If the default Feature Codes are used by another application, your system automatically assigns Custom Feature Codes.

If your system has assigned Custom Feature Codes, you need to find out what these Feature Codes are. Remember to write the Custom Feature Codes in the appropriate columns in the the table call center Agent Feature Codes on page 21.

To determine the Enterprise Edge Feature Codes:

Busy Mode: F9xx

Record call: F9xx

QUIT

1. Press ƒ

2. The display shows the name and number of the Log In/Log Out Feature Code. The between 00 and 99. Press

3. The display now shows the name and number of the Make Busy Feature Code. The xx represents a number between 00 and 99. Press

4. Continue pressing Edge Feature Codes.

5. This display appears when you reach the last Enterprise Edge Feature Code, the Record Call Feature Code. Press

·•⁄

xx represents a number

to show all of the Enterprise

to end the session.

QUIT

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18 Enterprise Edge Feature Codes

Programming a memory button with a Feature Code

Each Enterprise Edge 2.0 Call Center Feature Code can be programmed to a memory button. We recommend that you use memory buttons with indicators to program the Feature Codes.

A memory button indicator is the triangle next to a memory button. These indicators are useful for several Enterprise Edge 2.0 Call Center purposes: monitoring call activity, showing the Login/Logout status of agents, and showing the Make Busy status of agents. For information about how the status appears, refer to the Enterprise Edge 2.0 Call Center Agent User Guide.

To program a memory button:

Program Features

Press a button

QUIT

Feature code:

QUIT

F_ QUIT CLEAR

Programmed

1. Do not lift your handset. Pressƒ

•‹

2. A display appears briefly to indicate that you are going to program features.

3. Press a programmable button that has an indicator.

Note: When you program the Open Mailbox Feature

Code, using a memory button with an indicator is not required .

4. Press

ƒ.

5. Enter the Feature Code number you want to program. For example, enter

·‚·

to program the Queue

Status Feature Code. The display shows that the button has been

programmed.

Repeat steps 1 to 5 for each Enterprise Edge 2.0 Call Center Feature Code you want to program.

Use the paper labels that come with your Enterprise Edge telephone to identify the programmed button. To use the Feature Code, press the labeled button.

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Feature Codes used by the System Administrator 19

Feature Codes used by the System Administrator

The System Administrator uses Feature Codes to:

• open the queue mailbox

• set the Operator or Service mode status

• determine a Control Directory Number (DN)

• view the queue status These Feature Codes appear in the table Enterprise Edge 2.0 Call Center System

Administrator Feature Codes. If you have Custom Feature Codes, record these in

the appropriate column in this table.

Enterprise Edge 2.0 Call Center System Administrator Feature Codes

Operation Default Feature Code Custom Feature Codes

Open Mailbox ƒ ·°⁄ ƒ · ___ ___ Operator/Service Control ƒ ·°¤ ƒ · ___ ___ Message/Touch Extension ƒ ·°ﬁ ƒ · ___ ___ Queue Status ƒ ·‚· ƒ · ___ ___

Note: The Login/Logout Feature Code and the Make Busy Feature Code are

available to the System Administrator, but they are used primarily by agents. For information on the Feature Codes used by agents, refer to call

center Agent Feature Codes on page 21.

System Administrator Feature Code descriptions

Before you attempt to use these feature codes, read the telephone user card for your telephone.

Open Mailbox Feature Code (Feature 981)

Use the Open Mailbox Feature Code to:

• record queue mailbox greetings

• listen to messages in the queue mailbox

ƒ·°⁄

Press

to use the Open Mailbox Feature Code.

Note: For more information on using the Open Mailbox Feature Code, refer to

Recording the Queue Mailbox greetings on page 50, and Listening to messages in the Queue Mailbox on page 59.

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20 Feature Codes used by the System Administrator

Operator/Service Control Feature Code (Feature 982)

Use the Operator/Service Control Feature Code to establish or change the operator’s extension and to indicate whether the operator is available. This Feature Code is also used to select the day/night service mode of each call center queue. You use this Feature Code to change the password used to access this Operator/ Service Control Feature Code.

ƒ·°¤

Press

to use the Operator/Service Control Feature Code. You are prompted to enter the Operator/Service Control password. The default password for this Operator/Service Control Feature Code is OPERATOR which is entered by pressing

ﬂ‡‹‡¤°ﬂ‡

Note: For more information on using the Operator/Service Control Feature Code,

refer to Changing the Service Mode on page 107 and Resetting passwords on page 129.

Enterprise Edge 2.0 Call Center Message/Touch Extension Feature Code (Feature 985)

Use the Enterprise Edge 2.0 Call Center Message/Touch Extension Feature Code to determine the Control DN that has been assigned to each queue. The Control DN is the same as the queue mailbox number. This Feature Code is also used to determine the extension that has been assigned to show Message Waiting Indication for the queue mailbox. The Enterprise Edge 2.0 Call Center Message/Touch Extension Feature Code is also used to reset the passwords of the System Administrator and the operator.

ƒ·°ﬁ

Press

to determine the Control DN and the Message Waiting Indication extension. No password is required.

Note: For more information on the Control DN, refer to Determining the Control

DN (Queue Mailbox number) on page 48. For information on how to reset

the Operator and System Administrator passwords, refer to Resetting

passwords on page 129.

Queue Status Feature Code (Feature 909)

Use the Queue Status Feature Code to view real-time status information about all the call center queues. You use this Feature Code to view how busy your call center is so that you can adjust queue staffing according to the requirements.

Note: Program a memory button with the Login/Logout Feature Code to view the

status of only the queues you are logged into.

The Queue Status Feature Code shows you the following:

• the queue number and whether the queue is enabled or disabled

• number of agents logged into the queue

• number of calls waiting

• the longest wait time of a call

ƒ·‚·

Press

to use the Queue Status Feature Code. No password is required.

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Feature Codes used by call center agents and supervisor agents 21

To provide easy, one-button access to the Queue Status feature, program a memory button that has an indicator with the Queue Status Feature Code. Refer to

Programming a memory button with a Feature Code on page 18. After you program

a memory button and assign times to the general call center parameters Primary Alert and Secondary Alert, the indicator shows the following:

• if the indicator is off, all of the calls are answered and none of the calls have

exceeded the Primary Alert time

• if the indicator is flashing slowly, at least one call waiting in the queue has

exceeded the Primary Alert time

• if the indicator is flashing quickly, at least one call waiting in the queue has

exceeded the Secondary Alert time

Note: For information on assigning times to the general call center parameters

Primary Alert and Secondary Alert, refer to General Call Center parameters on page 115. For information on how to use the Queue Status Feature Code, refer to Example of monitoring call activity on page 120.

Feature Codes used by call center agents and supervisor agents

The agents use Feature Codes to:

• open the queue mailbox

• log in and log out of the Enterprise Edge 2.0 Call Center system

• make telephone busy and cancel telephone busy

• view queue status

• monitor calls between agents and callers when they have supervisor agent status

• change the supervisor agent password when they have supervisor agent status These Feature Codes appear in the table. If you have Custom Feature Codes, record

these in the appropriate column in this table.

Call Center Agent Feature Codes

Operation Default Feature Code Custom Feature Code

Open Mailbox ƒ ·°⁄ ƒ · ___ ___ Login/Logout ƒ ·‚› ƒ · ___ ___ Make Busy ƒ ·‚° ƒ · ___ ___ Queue Status ƒ ·‚· ƒ · ___ ___

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22 Feature Codes used by call center agents and supervisor agents

Agent Feature Code descriptions

For more information on Agent Feature Codes, refer to the Enterprise Edge 2.0 Call Center Agent User Guide. For more information on additional Feature Codes used

by supervisor agents, refer to the Feature Codes used by the System Administrator on page 19.

Open Mailbox Feature Code (Feature 981)

The agent uses the Open Mailbox Feature Code to listen to messages in a queue mailbox. This mailbox is protected by a password that you choose. The agent will be prompted to enter the queue mailbox password.

ƒ·°⁄

Press

to open the queue mailbox. The agent is prompted to enter the queue mailbox password.

Note: For more information on how the agent uses the Open Mailbox Feature

Code, refer to Listening to messages in the Queue Mailbox on page 59.

The agent uses the Login/Logout Feature Code to log in when they are available to take calls and log out when they are not available to take calls.

ƒ·‚›

Press Agent password. If you have supervisor agent status, press

to log in and logout. The agent is prompted to enter their

ƒ·‚›

to log in, change the supervisor agent password, and monitor calls between agents and callers. Program a memory button with the Login/Logout Feature Code to view the status of the queues you are logged into.

Note: For more information on the Login/Logout Feature Code, refer to the

Enterprise Edge 2.0 Call Center Agent User Guide. If an agent forgets to

log out, the System Administrator can force the agent to log out. For information, refer to Forcing agent log out on page 29.

Make Busy Feature Code (Feature 908)

The agent uses the Make Busy Feature Code to activate or cancel the Make Busy feature on their telephone. If the work resulting from a call requires extra time to complete, an agent can use the Make Busy Feature Code to prevent Enterprise Edge

2.0 Call Center from routing another call to them. If an agent makes a phone call, or if a supervisor agent is monitoring a call, they first use the Make Busy Feature Code to activate the Make Busy feature. When the agent is ready to receive calls, they use this Feature Code to cancel the Ma ke Busy feature and rece ive calls again.

If an agent does not answer a call within a certain number of rings, the call is returned to the queue and the agent telephone is automatically placed into Auto Busy Mode. The agent must manually cancel the Auto Busy Mode feature by using the Make Busy Feature Code to continue to receive calls.

ƒ·‚°

Press

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to use the Make Busy Feature Code.

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Feature Codes used by call center agents and supervisor agents 23

Note: For more information on the Make Busy Feature Code, refer to the

Enterprise Edge 2.0 Call Center Agent User Guide. You can program a Wrap period if the agents in your call center need time after calls to do paperwork or wrap up tasks. You can change the default Wrap period to zero if there is no need for this period in your call center. For more information, refer to Wrap on page 33.

Queue Status Feature Code (Feature 909)

Agents who answer calls only during peak call periods can check the queue status to see if they are needed.

Note: If agents in your call center use the Queue Status Feature Code, refer to

Monitoring Enterprise Edge 2.0 Call Center call activity on page 119.

While logged into a queue, agents must not use the following features:

• Call Park (transfer the call instead)

• Call Pickup (use the Make Busy feature instead)

• Call Forward All Calls

• Call Forward No Answer

• Call Forward on Busy

• Do Not Disturb feature (use the Make Busy feature instead) The following are exceptions:

• When an agent’s telephone is on Call Forward No Answer to the voicemail

extension, the number of rings for Call Forward No Answer must be greater than the number of rings for Transfer Callback Timeout.

• When an agent telephone is programmed with Call Forward on Busy to the

voicemail extension, the system administrator must program the call center line for that agent as "Appear Only" (not ringing).

• When an agent telephone has a mailbox associated with it, the caller center line

must be set up as "Appear Only".

• Agents can use only Call Forward All Calls, Call Forward No Answer, and Call

Forward on Busy to the voicemail extension.

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24 Feature Codes used by call center agents and supervisor agents

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Call Center Agent Administration

Introduction

Since one person cannot handle all the calls in your call center, calls are divided among several people. These people are referred to as agents throughout this document. This chapter provides information on setting up call center agents and supervisor agents. Supervisor agents are agents with additional capabilities, including the ability to change their own password and monitor calls between agents and callers.

This chapter describes:

• Agent information

• Adding an agent or a supervisor agent

• Adding more than one agent

• Changing agent information

• Resetting the agent password

• Deleting an agent

• Forcing agent log out Note: For information on assigning agents to the queues, refer to Assigning an

agent to a queue on page 43.

Agent information

A maximum of 48 agents can be logged in to Enterprise Edge 2.0 Call Center at any one time. If an agent is logged in at one telephone, they cannot log in to another telephone until they log out of the first telephone. For information about the features that agents use, refer to the Enterprise Edge 2.0 Call Center Agent User Guide.

You can have a maximum of 100 agents in your call center. The following parameters are required to add an agent:

Agent ID

Each agent is assigned a unique Agent ID number. Enterprise Edge 2.0 Call Center assigns the lowest available Agent ID number, which is a value between 1 and 100. Statistics are collected and reported for each Agent ID number. For more information on statistics, refer to Monitoring Enterprise Edge 2.0 Call Center call

activity on page 119 and refer to the Call Center Reporting Set Up and Operation

Guide.

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26 Adding an agent or a supervisor agent

Agent name

The agent name is required and is a maximum of 13 characters. If you do not enter a name, the default agent name is the word Agent and the Agent ID number, for example, AGENT12.

Priority

The agent Priority represents the qualific ation level of the a gent. The agent Priority can be used to determine which of your agents receives an incoming call. If the Method of call distribution for the queue is Preferred, then the agent with the highest Priority value will receive the call. For more information, refer to Method

of Call Distribution (Method) on page 33. The agent Priority value ranges from 1 to

5. 1 is the highest agent Priority value which you would assign to the mo st qualified agents. The default agent Priority value is 3.

Type

The agent Type represents the status of the agent. An S in the Type column indicates an agent with supervisor status. A blank space in the Type column indicates an agent without supervisor status.

Adding an agent or a supervisor agent

Before you add an agent, make a photocopy of the table Agent Administration on page 136. As you add agents, fill in the appropriate columns in the table for future reference.

To add an agent:

1. Click the Call Center menu and then click Agents.

The Call Center Agents dialog box appears.

2. Click the Add button.

The Add Agent dialog box appears.

3. The Agent ID box contains the lowest available Agent ID number. If you

want to change the Agent ID number, click the Agent ID box and type the new Agent ID. The Agent ID is a number between 1 and 100.

4. Click the Name box and type the name of the agent.

The default agent name is the word Agent and the Agent ID number, for example, AGENT12.

5. From the Priority drop list select the priority number for this agent.

The default for this box is 3.

6. Select the Supervisor checkbox to give the agent supervisor functionality.

7. Click the OK button.

Repeat steps 2 to 6 for each agent you want to add.

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8. Click the Close button to return to the Enterprise Edge Voice Applications

Manager main menu.

Adding more than one agent

With Enterprise Edge Voice Applications Manager you can save time by adding more than one agent at a time. The agents you add with this method have the same Priority level and use the default agent name (the word Agent and the Agent ID number, for example, AGENT12).

Before you add an agent, make a photocopy of the table Agent Administration on page 136. As you add agents, fill in the appropriate columns in the table for future reference.

To add more than one agent:

1. Click the Call Center menu and then click Agents.

The Call Center Agents dialog box appears.

2. Click the Add Many button.

The Add Many Agents dialog box appears.

Adding more than one agent 27

3. In the From box type the lowest Agent ID number.

4. In the To box type the highest Agent ID number.

The Agent ID numbers you enter in the From and To boxes must be between 1 and 100.

5. From the Priority drop list select the priority number for these agents.

The default for this box is 3.

6. Click the OK button.

Agents are added for the Agent ID numbers you entered in the From and To boxes. A message appears that tells you how many agents you added.

Note: Any existing agents with an Agent ID number between the numbers

you entered in the From and To boxes are not changed. These agents are not included in the number of agents added.

7. Click the Close button to return to the Enterprise Edge Voice Applications

Manager main menu.

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28 Changing agent information

Changing agent information

You can change the following agent information:

• agent’s name

• agent’s Priority value

• agent’s type to supervisor agent To change agent information:

1. Click the Call Center menu and then click Agents.

The Call Center Agents dialog box appears.

2. Click the agent you want to change.

3. Click the Change button.

The Change Agent dialog box appears.

4. In the Name box, type the new name of the agent.

5. From the Priority drop list select the new priority number for this agent.

6. Select the Supervisor checkbox to give the agent supervisor functionality.

7. Click the OK button.

Repeat steps 2 to 6 for each agent you want to change

Note: If the agent you are changing is logged in, a dialog box appears asking

if you want to log the agent out and make the changes. If you log the agent out, be sure to inform the agent to log in again.

8. Click the Close button to return to the Enterprise Edge Voice Applications

Manager main menu.

Resetting the agent password

If an agent forgets their password, you can reset the password back to the default value (0000). After you reset the password, the agent must change their password the next time they log on.

To reset the agent’s password:

1. Click the Call Center menu and then click Agents.

The Call Center Agents dialog box appears.

2. Click the agent you want to change.

3. Click the Change button.

The Change Agent dialog box appears.

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4. Click the Reset Password check box.

5. Click the OK button.

The agent password is set to 0000.

6. Click the Close button to return to the Enterprise Edge Voice Applications

Manager main menu.

Deleting an agent

To delete an agent:

1. Click the Call Center menu and then click Agents.

The Call Center Agents dialog box appears.

2. Click the agent you want to delete.

3. Click the Delete button.

The Confirm Delete dialog box appears.

Deleting an agent 29

Note: If the agent you are deleting is logged in, a dialog box appears asking

if you want to log the agent off and then delete the agent. To delete the agent, click the Yes button.

4. Click the Yes button.

5. Click the OK button.

Repeat steps 2 to 5 for each agent you want to delete.

6. Click the Close button to return to the Enterprise Edge Voice Applications

Manager main menu.

Forcing agent log out

Normally agents log out when they are no longer available to receive calls. If an agent leaves and does not log out, you can force the agent to log out. When logged out, an agent will not receive any new calls from Enterprise Edge 2.0 Call Center.

To force the agent to log out:

1. Click the Call Center menu and then click Agents.

The Call Center Agents dialog box appears.

2. Click the agent you want to log out.

3. Click the Check Status button.

A dialog box appears with the log in status of the agent.

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30 Forcing agent log out

4. If the agent is logged in, click the Yes button.

If the agent is already logged out, proceed to step 5.

Note: If the agent you log out is on a call, the call is not interrupted.

5. Click the OK button.

Repeat steps 2 to 5 for each agent you want to log out.

6. Click the Close button to return to the Enterprise Edge Voice Applications

Manager main menu.

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Queue Administration

Introduction

You set up each queue in a call center to answer and distribute calls to agents as they become available.

This chapter describes:

• Queues in a call center

• Queue parameters

• Setting up queue parameters

• Using Intelligent Overflow to control call handling

• Enabling the queues

• Disabling queues

• Changing Queue parameters

• Unconfiguring the queue

• Assigning an agent to a queue

• Deleting agents from a queue

• Viewing agents in a queue

Queues in a call center

There are a maximum of 16 queues in a call center. Each queue collects calls for a particular call center department such as “sales” or “technical support”.

You cannot change the queue parameters or add, change, or delete lines assigned to a queue while a queue is in use. For more information, refer to Queue parameters on page 32 and Adding lines and assigning a queue on page 111.

How incoming calls are sent to a queue

Incoming calls are sent to a queue in one of the following ways:

• The installer assigns a line to be answered directly by a queue.

• A receptionist, agent or user receives a call and transfers the call to a queue.

They transfer the call to a queue by pressing ƒ entering the Control DN of the queue. They should not use the call pickup feature.

• The Automated Attendant (AA) or a Custom Call Routing (CCR) tree answers

the call and the caller makes a selection that routes them to the Control DN of the queue. For more information, refer to Automated Attendant on page 121 and

Custom Call Routing on page 121.

‡‚

TRANSFER

and

• If calls are forwarded to the voice mail extension of the queue by Call Forward

All Calls, Call Forward No Answer or Call Forward On Busy.

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32 Queue parameters

For information about these Enterprise Edge features, refer to your Enterprise Edge Programming Operations Guide.

Queue parameters

The queue number is assigned by the system as a number from 1 to 16. To set up each queue you must assign or record values for several parameters. These parameters are shown on the General Queue Properties tab and include the following.

Control Directory Number (Control DN or CDN)

The Control Directory Number (CDN) is the extension associated with the queue. Incoming calls are transferred to the CDN of each queue. The CDN is the same as the Queue Mailbox number.

When assigning a CDN, you must be aware of the following:

• A CDN must be a B1 extension.

A B1 extension is the extension that you dial to call a telephone or peripheral. Note: For information about determining an available B1 extension, refer to

your Enterprise Edge Programming Record and your Enterprise Edge Installation and Maintenance Guide.

• The extension assigned as the CDN must be used exclusively for the CDN. If a

telephone, or any other device, uses the same extension, the Call Center queue will not answer calls.

Queue name (Name)

The Queue name is a maximum of 16 characters. If you do not enter a Queue name, the Queue name defaults to QUEUEn where n is the Queue number. The Queue name for each queue is the same as the Queue Mailbox name.

Message Waiting Indication extension (MWI DN)

The Message Waiting Indication extension is an optional telephone number that indicates when a queue mailbox has messages waiting. The MWI extension that you assign shows

Message for you

on the telephone display when there are new messages in the queue mailbox. The MWI DN defaults to None. If the MWI extensions for each queue mailbox are forgotten, you can determine which MWI extension is assigned to each queue mailbox. For information on how to determine the MWI extensions, refer to Determining the Control DN (Queue Mailbox

number) on page 48.

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Setting up queue parameters 33

Method of Call Distribution (Method)

The method of call distribution determines which of several available agents to route the call to. There are two methods of call distribution: Longest idle and Preferred. The “Longest idle” method of call distribution routes the call to the agent who has been available the longest. The “Preferred” method of call distribution routes the call to the agent with the highest priority (best qualified agent). When there are several agents with the highest priority, the agent available longest with that priority will be selected. The default method of call distribution is Longest idle, shown as "Longest”.

Wrap

The Wrap parameter is the time period you set up for agents to wrap up or complete paperwork after they finish a call. After an agent completes a call, they are taken out of the queue for this pre-programmed Wrap period. The agent can extend or cancel the Wrap period by using the Make Busy Feature Code. For more information, refer to Make Busy Feature Code (Feature 908) on page 22. The Wrap parameter defaults to 30 seconds. You can change the Wrap period to zero if there is no need for this time period in your call center. The Wrap period can last from zero to 59 minutes, 59 seconds.

Delay Answer

The Delay Answer feature prevents Enterprise Edge 2.0 Call Center from answering calls and playing greetings when there are no agents available. When a queue has the Delay Answer feature activated, waiting callers hear ringback.

To activate the Delay Answer feature, enter a time for Delay Answer. The Delay Answer time can be a minimum of one second and a maximum of 10 minutes. The default Delay Answer time is 00:00, which means it is not activated.

When a call comes in on a line belonging to a queue that has no free agents, the call will not be answered until either the Delay Answer time has elapsed or an agent becomes available, whichever comes first.

For more information on the Delay Answer feature, refer to Tips about call center

queue administration on page 124.

Setting up queue parameters

Before you proceed, photocopy the table Call Center Queue Parameter

Administration on page 134. Fill in the appropriate columns for future reference.

Note: You need to disable a queue and wait until there are no calls in the queue

before you can change the queue parameters. You cannot change the queue parameters of a queue while the queue is in use.

To set up queue parameters:

1. Click the Call Center menu and then click Queues.

The Call Center Queues dialog box appears.

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34 Setting up queue parameters

2. Click the queue you want to set up.

3. Click the Configure button.

The queue’s dialog box appears.

4. Click the General Queue Properties tab.

5. In the Control DN box enter the extension for the queue. The Control DN

must be a B1 extension that is not used by another device or telephone. This number is also the mailbox number of the Queue Mailbox.

6. A dialog box appears informing you that a new Call Center Queue Mailbox

was created. Click the OK button.

7. In the Name box type the name for this queue. This name is also used for the

Queue Mailbox. The default name is QUEUEn, where n is the Queue Number.

8. In the MWI DN box type the extension of the telephone that you want to

show the Message Waiting Indicator display for the Queue Mailbox.

9. In the Method box select the Method of distribution (Longest or Priority).

The default Method is Longest.

10. Use the arrow buttons in the Wrap box to change the Wrap period. The

default Wrap is 00:30.

11. Use the arrow buttons in the Delay Answer box to change the delay answer

time.

12. Click the OK button to save your changes and return to the Call Center

Queues dialog box. Repeat steps 2 to 14 for each queue you want to set up.

13. Click the Close button to return to the Enterprise Edge Voice Applications

Manager main menu.

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Using Intelligent Overflow to control call handling 35

Using Intelligent Overflow to control call handling

Use Intelligent Overflow to control how c alls are handled that are waiting in a queue for an agent.

You can specify that a waiting call:

• overflows to another queue and keeps its conditions and original queue

greetings.

• moves to another queue where the call loses its conditions, becomes part of the

new queue, and gets the new queue greetings. The system tracks the total length of the call from the time the call enters the system until it is answered.

• transfers to the queue mailbox. Intelligent Overflow handles calls differently depending on the rules that you set up

in the Insert Overflow Rule dialog box. The Overflow tab displays the Intelligent Overflow rules for the queue you select. The Overflow tab lets you add, modify, and delete overflow rules. Each rule is based on a mode, one or more conditions, and one or more destinations.

Mode

When Intelligent Overflow determines how to handle a call, Intelligent Overflow looks at the mode the queue is in. A queue can be in Day mode, Night mode, or Always mode. Each mode can have different rules for how to handle calls. You set the mode for when the rule applies by selecting Day, Night, or Always from the Service Mode list box. The default mode is Always.

Conditions

After Intelligent Overflow determines what mode the queue is in, Intelligent Overflow determines what conditions apply to the call. The two possible conditions are:

• Whether the timer expires. You set the length of time a call waits for an agent

before the call is sent to the destination that you specify. The maximum time a call can wait is 59:59. You set the length of time in the Timer option.

• Whether there are agents logged in to the queue. When the Agents not logged

in checkbox is selected and there are no agents logged on to the queue, the call is sent to the destination that you specify.

Note: You can select both conditions within the same rule.

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36 Using Intelligent Overflow to control call handling

Destination

When Intelligent Overflow determines that a condition is met for the call, the call goes to the destination you specify. It is possible for a call to:

• move to a new queue. The caller hears the greetings that are set up for the new

queue.

• overflow to one or more queues. The caller continues to hear the greetings from

the original queue.

• go to the queue mailbox

Examples of Intelligent Overflow rules

Intelligent Overflow gives you flexibility in setting the rules for how calls are handled. The following tables show examples of different ways you can configure Intelligent Overflow rules.

Example 1

In this example, calls to the call center go to queue 1, which is the company’s service department. If a call is not answered by an agent within two and a half minutes, the call overflows to queues 2 and 3, the sales department queues. An agent from either queue can answer the call.

The System Administrator:

• selects the Day service mode

• sets the timer for 2 minutes and 30 seconds

• selects Overflow to Queue as the destination

• selects queues 2 and 3.

Mode Conditions Destination Explanation

Day 02:30 Overflow: 2,3 Intelligent Overflow does not check to determine if

agents are logged on. If the call is not answered by an agent before 2

minutes and 30 seconds, the call overflows to queues 2 and 3.

Example 2

In this example, calls to the call center go to queue 1, which is the company help line. If there are no agents logged on to the help line, the call moves to queue 2, which is the company’s service department.

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Using Intelligent Overflow to control call handling 37

The System Administrator:

• selects the Day service mode

• selects the Agents not logged in check box

• selects Move to Queue as the destination

• selects queue 2

Mode Conditions Destination Explanation

Day No Agents Move to Queue 2 Intelligent Overflow checks to see whether

agents are logged on to queue 1, but does not check the timer.

If there are no agents logged on to queue 1, the call moves to queue 2 and gets the new greetings for queue 2.

Example 3

In this example, calls to the call center go to queue 1, which is the company help line. If no agents are logged on to queue 1, the call imediately moves to queue 2. If agents are logged on to queue 1 and the call is not answered within two and a half minutes, the call transfers to the queue mailbox where the caller can leave a message.

The System Administrator creates two rules. In the first rule the System Administrator:

• selects the Always service mode

• selects the Agents not logged in check box

• selects Move to Queue as the destination

• selects queue 2. In the second rule the System Administrator:

• selects the Always service mode

• sets the timer to 2 minutes and 30 seconds

• selects the queue mailbox as the destination.

Mode Conditions Destination Explanation

Always No Agents Move to Queue 2 The call moves to queue 2 if no agents are Always 02:30 Queue Mailbox

logged on. If agents are logged on and the call is not answered within 2 minutes and 30 seconds, the call transfers to the queue mailbox.

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38 Using Intelligent Overflow to control call handling

Example 4

In this example, calls to the call center go to queue 1, which is the company’s help line. If the call is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on to queue 1, the call overflows to queue 2, which is the service department. If the call is not answered within an additional two minutes, the call transfers to the queue mailbox where the caller can leave a message.

The System Administrator creates two rules. In the first rule the System Administrator:

• selects the Day service mode

• sets the timer to 2 minutes and 30 seconds

• selects the Agents not logged in check box

• selects Overflow to queue as the destination

• selects queue 2. In the second rule the System Administrator:

• selects the Day service mode

• sets the timer to 4 minutes and 30 seconds

• selects the queue mailbox as the destination.

Mode Conditions Destination Explanation

Day 02:30 and No

Agents

Day 04:30 Queue Mailbox

Example 5

Overflow: 2 The call overflows to queue 2 after the call

is in queue 1 for 2 minutes and 30 seconds and if there are no agents logged on to queue 1. If the call is not answered within an additional 2 minutes the call transfers to the queue mailbox.

In this example, calls to the call center go to queue 1, which is the company’s help line. The Night Service Mode is set to start at 6:00 pm. After 6:00 pm there are no other queues with agents logged on. If no agents are logged on to queue 1 or if the call is not answered by an agent within two and a half minutes, the call transfers to the queue mailbox.

In this example, the System Administrator inserts two rules. The System Administrator:

• selects the Night service mode for both rules

• sets the timer to 2 minutes and 30 seconds as the condition for the first rule

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Using Intelligent Overflow to control call handling 39

• selects the Agents not logged in check box as the condition for the second rule

• selects the queue mailbox as the destination for both rules.

Mode Conditions Destination Explanation

Night 02:30 Queue Mailbox The call transfers to the queue mailbox if the

call is not answered within 2 minutes and 30 seconds.

Night No Agents Queue Mailbox The call transfers to the queue mailbox if

there are no agents logged on to Queue 1.

Example 6

In this example, calls to the call center go to queue 1, which is the company’s order desk. Queue 1 agents are the company’s experienced sales agents. If no agents are logged on to queue 1 and if the call is not answered by an agent within two and a half minutes, the call overflows to queue 2. Queue 2 agents are the company’s less experienced sales agents.

The System Administrator:

• selects the Day service mode

• sets the timer to 2 minutes and 30 seconds

• selects the Agents not logged in check box

• selects Overflow as the destination

• selects queue 2.

Mode Conditions Destination Explanation

Day 02:30 and No

Agents

Overflow: 2 The call overflows to queue 2 if the call is not

answered within 2 minutes and 30 seconds and if there are no agents logged on to queue

Assigning Intelligent Overflow to a queue

To assign Intelligent Overflow to a queue:

1. On the Call Center menu click Queues.

The Call Center Queues dialog box appears.

2. Click the number of the queue you want to add Intelligent Overflow to.

3. Click the Configure button.

The Queue’s dialog box appears with the General Queue Properties tab open.

4. Click the Overflow tab.

5. Click the Insert Entry button.

The Insert Overflow Rule dialog box appears.

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40 Using Intelligent Overflow to control call handling

6. From the Service Mode list box, select Day, Night or Always.

7. Click the Timer check box and use the arrows to assign the time that the call

waits in the queue before it goes to the destination that you specify.

8. Select the Agents not logged in check box to specify that Intelligent

Overflow checks whether there are agents logged on to the queue or clear the Agents not logged in check box and Intelligent Overflow does not check to see if agents are logged on to the queue.

9. At the Destination option, select Move to Queue, Send to Queue Mailbox or

Overflow to Queue as the destination for calls.

If you select Move to Queue, select the queue you want calls to move to from the list box or if you select Overflow to Queue, select the queue you want calls to overflow to from the list box.

To select a range of queues, click the first queue, hold down the Shift key and click the last queue.

To select multiple queues, hold down the Ctrl key and click the queues you want.

10. Click the OK button.

The queue’s dialog box shows the Intelligent Overflow Mode, Condition and Destination for the queue. To add another rule to the queue or to configure Intelligent Overflow for another queue, follow steps 2 through 10.

11. Click the OK button.

Disabling Intelligent Overflow

If you disable Intelligent Overflow you make Intelligent Overflow unavailable to the queue. The Intelligent Overflow rules for the queue are disabled, but they are not deleted. You can re-enable Intelligent Overflow by clearing the Disable Overflow check box.

To disable Intelligent Overflow:

1. On the Call Center menu, click Queues.

The Call Center Queues dialog box appears.

2. Click the number of the queue that you want to disable Intelligent Overflow

for.

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3. Click the Configure button.

The Queue’s dialog box appears with the Queue General Properties tab open.

4. Click the Overflow tab.

5. Select the Disable Overflow check box.

6. Click the OK button.

Enabling the queues

After you have set up a queue, the queue is disabled until you enable it. Before a queue can be enabled, ensure that:

• a valid Control DN is set up (For information, refer to Setting up queue

parameters on page 33.)

• a Call Center greeting is recorded (For information, refer to Recording call

center greetings on page 91.)

Enabling the queues 41

• the Day and Night Routing Tables are set up (For information, refer to

Examples of setting up the Day and Night Routing Tables on page 101.)

To enable a queue:

1. Click the Call Center menu and then click Queues.

The Call Center Queues dialog box appears.

2. Click the queue to you want to enable.

3. Click the Enable button.

The queue status changes to Enabled. Repeat steps 2 and 3 for each Call Center Queue you want to enable.

4. Click the Close button to return to the Enterprise Edge Voice Applications

Manager main menu.

Disabling queues

When you disable a queue, no new calls are accepted. Any calls that are already in this queue still get distributed until the calls are ended.

To disable a queue:

1. Click the Call Center menu and then click Queues.

The Call Center Queues dialog box appears.

2. Click the queue you want to disable.

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42 Changing Queue parameters

3. Click the Disable button.

The queue status changes to Disabled. Repeat steps 2 and 3 for each queue you want to disable.

4. Click the Close button to return to the Enterprise Edge Voice Applications

Manager main menu.

Changing Queue parameters

You must disable the queue before you can change the queue parameters. To change the queue parameters:

1. Click the Call Center menu and then click Queues.

The Call Center Queues dialog box appears.

2. Click the queue you want to change.

3. Click the Configure button.

The queue’s dialog box appears.

4. Click the General Queue Properties tab.

5. In the Control DN box type the new extension for the queue. The Control DN

must be a B1 extension that is not used by another device or telephone. This number is also the mailbox number of the Call Center Queue Mailbox.

6. A confirmation dialog box appears. Click the Yes button to confirm changing

the Control DN.

7. A second confirmation dialog box appears. Click the OK button to change the

mailbox number of the Call Center Queue Mailbox.

8. In the Name box type the new name for this queue. This name is also used for

the Call Center Queue Mailbox.

9. In the MWI DN box type the new extension of the telephone that displays the

Message Waiting Indicator for the Call Center Queue Mailbox.

10. In the Method box select the Method of distribution option (Longest or

Priority).

11. Use the arrow buttons in the Wrap box to change the Wrap period.

12. Use the arrow buttons in the Delay Answer box to change the delay answer

time.

13. Click the Apply button to make the changes.

Repeat steps 2 to 15 for each Call Center Queue you want to change.

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14. Click the OK button to return to the Call Center Queues dialog box.

15. Click the Close button to return to the Enterprise Edge Voice Applications

Manager main menu.

Unconfiguring the queue

The queue must be configured and disabled before you can unconfigure it. Important:When you unconfigure a queue, you delete the queue parameters and

you delete all programming for the queue. This includes the general parameters, the assigned agents and the Routing Table information.

To delete queue parameters:

1. Click the Call Center menu and then click Queues.

The Call Center Queues dialog box appears.

2. Click the queue you want to change.

3. Click the Unconfigure button.

A confirmation dialog box appears.

Unconfiguring the queue 43

4. Click the Yes button.

5. Click the Close button to return to the Enterprise Edge Voice Applications

Manager main menu.

Assigning an agent to a queue

You can assign an agent to one or more queues. Each agent is responsible for answering calls for the queues they are assigned to.

To assign an agent to a queue:

1. Click the Call Center menu and then click Queues.

The Call Center Queues dialog box appears.

2. Click the queue to which you want to assign agents.

3. Click the Configure button.

The queue’s dialog box appears.

4. Click the Agents tab.

The assigned agents are displayed.

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44 Deleting agents from a queue

5. From the Available list box, click the names of the agents you want to assign

to the queue.

Note: To assign more than one agent, press the Control key or Shift key

while selecting additional agents. To assign all of the agents to this queue, click the Assign All button.

6. Click the Assign button.

The names of the agents you selected move to the Assigned list box.

7. Click the OK button to save your changes and return to the Call Center

Queues dialog box. Repeat steps 2 to 7 for each queue to which you want to assign agents.

8. Click the Close button to return to the Enterprise Edge Voice Applications

Manager main menu.

Deleting agents from a queue

When you delete an agent from a queue, the agent is removed from the queue but is not deleted. The agent is still available, but no l onger receives calls from the queue.

To delete an agent from a queue:

1. Click the Call Center menu and then click Queues.

The Call Center Queues dialog box appears.

2. Click the queue from which you want to delete agents.

3. Click the Configure button.

The queue’s dialog box appears.

4. Click the Agents tab.

The Queue Properties dialog box changes to show the assigned agents.

5. From the Assigned list box, click the names of the agents you want to delete

from the queue.

Note: To delete more than one agent from this queue, press the Control key

or Shift key while selecting additional agents. To delete all of the agents from this queue, click the Clear All button.

6. Click the Unassign button.

The names of the agents you selected move to the Available list box.

7. Click the Apply button to make the changes.

Repeat steps 2 to 7 for each queue from which you want to delete agents.

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8. Click the OK button to return to the Call Center Queues dialog box.

9. Click the Close button to return to the Enterprise Edge Voice Applications

Manager main menu.

Viewing agents in a queue

To view a list of the agents that are assigned to a queue:

1. Click the Call Center menu and then click Queues.

The Call Center Queues dialog box appears.

2. Click the queue you want to view.

3. Click the Configure button.

The Queue Properties dialog box appears.

4. Click the Agents tab.

The assigned agents are displayed. The agents currently assigned to the queue appear in the Assigned list.

Viewing agents in a queue 45

5. Click the OK button to return to the Call Center Queues dialog box.

6. Click the Close button to return to the Enterprise Edge Voice Applications

Manager main menu.

Note: For information about using the Supervisor Monitor feature, refer to

the Enterprise Edge 2.0 Call Center Agent User Guide.

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46 Viewing agents in a queue

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Page 47

Queue Mailbox Administration

Introduction

The Queue Mailbox stores messages left by callers. This chapter describes:

• The Queue Mailbox

• Determining the Control DN (Queue Mailbox number)

• Initializing the Queue Mailbox

• Recording the Queue Mailbox greetings

• Opening a Queue Mailbox

• The Queue Mailbox password

• Listening to messages in the Queue Mailbox

• Replying to messages

• Off-premise Message Notification

Queue Mailbox

The Queue Mailbox is created automatically when you set up a queue. There is one Queue Mailbox for each queue. The Queue Mailbox number is the same as the Control Directory Number (CDN) of the queue.

The Queue Mailbox has the following default Class of Service settings:

• Primary Prompt Language

• maximum message time of 15 minutes

• maximum message length of three minutes

• maximum message retention of 30 days

• maximum greeting length of one minute A caller can also leave a message in the Queue Mailbox if their call cannot overflow

to another queue. The call does not overflow if:

• there are no agents logged in to the other queue

• the other queue is not enabled To prepare the Queue Mailbox to receive messages, ensure that you:

• know the Control DN (Queue Mailbox number) of each Queue Mailbox. If you

do not know the Control DN, refer to Determining the Control DN (Queue

Mailbox number) on page 48.

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Page 48

48 Determining the Control DN (Queue Mailbox number)

• initialize the Queue Mailboxes

• record the Queue Mailbox greetings Before you proceed, make a photocopy of the table Call Center Queue Mailbox

Administration on page 141. Fill in the appropriate columns for future reference.

Determining the Control DN (Queue Mailbox number)

You must determine the Control DN (Queue Mailbox number) before you can perform Queue Mailbox administration tasks. If you know the Control DN, you can proceed to Initializing the Queue Mailbox on page 49.

To determine the Control DN (Queue Mailbox number) and Message Waiting Indication telephone for each queue:

Set xxxx

CDN 1:xxxx

Ext 1:xxxx

1. Press

2. Press

3. The

ƒ·°ﬁ

xxxx

represents the Control DN (Queue Mailbox

number) for Queue 1.

Press Note: If the message

to continue.

None

appears, the queue has

not been configured.

4. The

xxxx

represents the extension for the Message Waiting Indication (MWI) telephone. When there are messages in the Queue 1 mailbox, a message will appear on the telephone with this extension.

Press

Note: You assign the extension for MWI when you

set up the queue parameters. For information, refer to Setting up queue parameters on page

33. If the message

Unavail

appears, then the

extension for MWI has not been entered.

5. Continue pressing

to view the Control DN and

MWI for each queue.

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Page 49

Initializing the Queue Mailbox

You must initialize the Queue Mailbox before you can receive or listen to messages. Before you begin, choose the password you want to use to open the Queue Mailbox.

The password must be four to eight digits in length and cannot start with zero. You should give the Queue Mailbox passwords to the agents who will be responsible for retrieving messages.

Initializing a Queue Mailbox involves:

• choosing a password from four to eight digits long that does not start with zero

• changing the Queue Mailbox default password to the new password

• recording the Queue Mailbox name in the Company Directory To initialize and open the Queue Mailbox for the first time:

Initializing the Queue Mailbox 49

Log: QUIT RETRY OK

Must change pswd

Pswd: RETRY OK

Again: RETRY OK

1. Press

ƒ·°⁄

2. Enter the Queue Mailbox number and the default password

‚‚‚‚

£.

as a continuous number. Press

Note: To determine the Queue Mailbox number,

refer to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

3. This display appears briefly to indicate that you must change the password.

4. Choose a password from four to eight digits long that does not start with zero. Enter the new Queue Mailbox password and press OK or £.

5. Enter the new Queue Mailbox password again and

press OK or

Password OK

6. This display appears briefly to indicate that the password was changed.

Must record name

7. This display appears briefly to indicate that you must record the Queue Mailbox name in the Company Directory.

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50 Recording the Queue Mailbox greetings

Accept name? RETRY PLAY OK

8. Press OK or £ to accept the recording. Press

⁄

to listen to the recording. Press

erase and re-record the Queue Mailbox name.

9. The recorded Queue Mailbox name plays and you see a brief display showing the name of the Queue Mailbox.

Note: The Queue Mailbox name for each queue is

the same as the queue name. The queue name is entered when you set up queue parameters. For information, refer to Setting up queue

parameters on page 33.

After the Queue Mailboxes are initialized, record the Queue Mailbox greetings.

Recording the Queue Mailbox greetings

You can record Primary, Alternate or Personalized greetings for each Queue Mailbox. You record a Primary Queue Mailbox greeting for everyday use after you initialize a Queue Mailbox. The Alternate Queue Mailbox greeting is an optional greeting you can record for special circumstances. If your call center subscribes to Caller ID, you can record Personalized Queue Mailbox greetings.

RETRY

PLAY

or ¤ to

If you record Primary and Alternate Queue Mailbox greetings, you have to choose which greeting plays to callers who reach the Queue Mailbox.

You can also record greetings in an Alternate Language. If you have greetings in an Alternate Language, a caller can press · while the greeting is playing to listen to the voice prompts in the Alternate Language. Remember to inform callers in the Primary Queue Mailbox greeting that they can choose the Alternate Language by pressing ·.

If the Operator Status is set to Yes, and a caller presses ‚ while the Queue Mailbox greeting is playing, they are transferred to the company Receptionist or Operator. For information about Operator Status, refer to the Enterprise Edge Message Set Up and Operation Guide. Inform callers in the Queue Mailbo x gree ti ngs that the y c an press ‚ to speak to the company Receptionist or Operator.

If the Operator Status is set to No, a caller who presses ‚ while the Queue Mailbox greeting plays is informed the Operator is not available, and is transferred to the Queue Mailbox.

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Recording the Queue Mailbox greetings 51

Recording a Primary greeting for the Queue Mailbox

You must record a Primary greeting for each Queue Mailbox. The Primary greeting should include the same Queue Mailbox name that you used for the Company Directory. For example:

“Hello. You have reached the Sales Department Queue Mailbox at Munro and

Johnson. At the sound of the tone, please leave your name, phone number and a brief message. One of our agents will return your call as soon as possible. Thank you.”

Before you record the Primary Queue Mailbox greeting, it is a good idea to write out what you want to include in it.

To record the Primary Queue Mailbox greeting:

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Greeting options REC

CHOOSE CFWD

1. Press

ƒ·°⁄

2. Enter the Queue Mailbox number and password as a

continuous number. Press

£.

Note: To determine the Queue Mailbox number,

refer to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The Queue Mailbox name appears briefly.

3. Press

4. Press

5. Press

ADMIN

GREET

REC

or ⁄.

or °.

or ¤.

Greeting: PRIME ALT PERS

6. Press

PRIME

or ⁄ to record the Primary Queue

Mailbox greeting.

Note: If you are changing the greeting, the current

recorded Queue Mailbox greeting begins to play.

Not recorded

7. If this is the first time that you are recording a greeting, this display appears briefly to indicate that no greeting has been recorded.

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52 Recording the Queue Mailbox greetings

Record new? YES NO QUIT

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

8. Press

9. Press OK or £ to end the recording.

10. Press OK or £ to accept the greeting. Press

YES

or ⁄ and record the Primary Queue

Mailbox greeting at the tone.

⁄

to listen to the greeting. Press

RETRY

or ¤ to

erase and re-record the greeting.

Mailbox admin GREET PSWD QUIT

11. Press

to end the session. Repeat steps 1 to 10 to

record the other Primary Queue Mailbox greetings.

Recording an Alternate greeting for the Queue Mailbox

You can record an Alternate greeting for each Queue Mailbox. The Alternate Queue Mailbox greeting should include the same Queue Mailbox

name that you used for the Company Directory. For example: “Season’s Greetings! You have reached the Sales Department Queue Mailbox at

Munro and Johnson. At the sound of the tone, please leave your name, phone number and a brief message. One of our agents will return your call when we reopen on December 27. Thank you.”

PLAY

Before you record an Alternate Queue Mailbox greeting, it is a good idea to write out what you want to include in it.

To record an Alternate Queue Mailbox greeting:

ƒ·°⁄

continuous number. Press

£.

Log: QUIT RETRY OK

1. Press

2. Enter the Queue Mailbox number and password as a

Note: To determine the Queue Mailbox number,

refer to Determining the Control DN (Queue

Mailbox number) on page 48.

0 new 0 saved PLAY REC ADMIN

Pswd:

If the access the

prompt appears, press

Log:

display.

The Queue Mailbox name appears briefly.

3. Press

ADMIN

or °.

OTHR

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Page 53

Recording the Queue Mailbox greetings 53

Mailbox admin GREET PSWD QUIT

Greeting options REC CHOOSE CFWD

Greeting: PRIME ALT

Not recorded

Record new? YES

Record greeting: RETRY OK

PERS

NO QUIT

4. Press

5. Press

6. Press

GREET

REC

ALT

or ¤.

or ⁄.

or ¤ to record the Alternate Queue

Mailbox greeting.

Note: If you are changing the greeting, the current

recorded Alternate Queue Mailbox greeting begins to play.

7. If this is the first time that you are recording an Alternate greeting, this display appears briefly to indicate that no greeting has been recorded.

8. Press

YES

or ⁄ and record the Alternate Queue

Mailbox greeting at the tone.

9. Press OK or £ to end the recording.

Accept greeting? RETRY PLAY OK

10. Press OK or £ to accept the greeting. Press

⁄

to listen to the greeting. Press

RETRY

PLAY

or ¤ to

erase and re-record the greeting.

Mailbox admin GREET PSWD QUIT

11. Press

to end the session. Repeat steps 1 to 10 to

record the other Alternate Queue Mailbox greeting.

Choosing the Primary or Alternate Queue Mailbox greeting

After you record the Primary and Alternate Queue Mailbox greetings, choose which greeting you are going to use. You can change the selection at any time and as often as needed. If a greeting is not chosen, Enterprise Edge 2.0 Call Center automatically plays the Primary Queue Mailbox greeting.

Note: If you choose the Alternate Queue Mailbox greeting, remember to change

back to the Primary Queue Mailbox greeting at the appropriate time.

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54 Recording the Queue Mailbox greetings

To choose a Primary or Alternate Queue Mailbox greeting:

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Greeting options REC CHOOSE

CFWD

1. Press

ƒ·°⁄

2. Enter the Queue Mailbox number and password as a

continuous number. Press

£.

Note: To determine the Queue Mailbox number,

refer to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The Queue Mailbox name appears briefly.

3. Press

4. Press

5. Press

ADMIN

GREET

CHOOSE

or °.

or ¤.

or ¤ to choose a greeting.

PRIME

Use greeting: PRIME ALT QUIT

6. Press Mailbox greeting. Press

or ⁄ to choose the Primary Queue

ALT

or ¤ to choose the

Alternate Queue Mailbox greeting.

Mailbox admin GREET PSWD QUIT

7. Press

to end the session. Repeat steps 4 to 6 to choose the Primary or Alternate Queue Mailbox greeting for the other Queue Mailbox.

Recording a Personalized greeting for the Queue Mailbox

If your call center subscribes to Caller ID, you have the option to record a maximum of three Personalized greetings for each Queue Mailbox. For Personalized Queue Mailbox greetings, you program Enterprise Edge 2.0 Call Center to recognize a specific incoming telephone number. The Personalized Queue Mailbox greeting plays only for a person calling from the telephone number that you designate.

A Personalized Queue Mailbox greeting must include the same Queue Mailbox name that you used for the Company Directory. For example:

“Hi John. You have reached the Sales Department Queue Mailbox at Munro and

Johnson. At the sound of the tone, please leave your order. One of our agents will return your call if you need to speak to someone directly. Thank you.”

Before you record a Personalized Queue Mailbox greeting, it is a good idea to write out what you want to include in it.

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Recording the Queue Mailbox greetings 55

To record a Personalized Queue Mailbox greeting:

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET

Greeting options REC CHOOSE CFWD

PSWD QUIT

1. Press

ƒ·°⁄

2. Enter the Queue Mailbox number and password as a

continuous number. Press

£.

Note: To determine the Queue Mailbox number,

refer to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The Queue Mailbox name appears briefly.

3. Press

4. Press

5. Press

ADMIN

GREET

REC

or ⁄.

or °.

or ¤.

Greeting: PRIME ALT PERS

Greeting: RETRY OK

Ph: CHNG OK

Ph: RETRY OK

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

6. Press

PERS

or ‹ to record a Personalized Queue Mailbox greeting.

7. Enter a Personalized greeting number of 1, 2 or 3 and press OK.

8. Press

CHNG

or ⁄.

9. Enter the telephone number (maximum 10 digits) to which you are assigning the Personalized Queue Mailbox greeting. Press OK or £ to accept the telephone number.

10. At the tone, record the greeting. Press OK or £ to end the recording.

11. Press OK or £ to accept the greeting. Press

⁄

to listen to the greeting. Press

RETRY

PLAY

or ¤ to

erase and re-record the greeting. Repeat steps 4 to 11 to record other Personalized Queue Mailbox greetings.

Mailbox admin GREET PSWD QUIT

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide

12. Press

to end the session.

Page 56

56 Opening a Queue Mailbox

Opening a Queue Mailbox

AQueue Mailbox can be opened from:

• your own extension

• another extension

• an outside telephone (as shown in Opening a Queue Mailbox remotely on page

56)

Opening a Queue Mailbox after it has been initialized

After a Queue Mailbox is initialized, follow these steps to open it from your own extension or from another extension:

ƒ·°⁄

continuous number. Press

£.

Log: QUIT RETRY OK

1. Press

2. Enter the Queue Mailbox number and password as a

Note: To determine the Queue Mailbox number,

refer to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

Opening a Queue Mailbox remotely

To reach a Queue Mailbox from an outside telephone:

• If a Queue Mailbox is set up as a leave message point in Custom Call Routing (CCR), press the one-digit CCR menu option and you are automatically transferred to the Queue Mailbox.

• Call an Operator, receptionist or user and ask them to transfer you to the Queue Mailbox number by using

ƒ·°ﬂ

Once you have reached a Queue Mailbox from an outside telephone, press

••

during the Queue Mailbox greeting to open the Queue Mailbox. At the voice prompt, enter the Queue Mailbox number and password and press £. Follow the voice prompts.

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Queue Mailbox password 57

To access the Queue Mailbox directly from an outside telephone:

• Call a telephone line that is answered by the Automated Attendant (AA) and

••

press

during the AA Menu Prompt. Enter the Queue Mailbox number

and password, then press £. Follow the voice prompts.

• Call your own extension number and press greeting. Enter the Queue Mailbox number and password, then press £. Follow the voice prompts.

Queue Mailbox password

It is recommended that you change the password every 30 days. By changing the password regularly, you decrease the chance that someone discovers the password accesses the system.

Keep a written copy of the Queue Mailbox password in the table Call Center Queue

Mailbox Administration on page 141. Give it only to the agents who retrieve

messages at your call center. For security reasons, it is a good idea to choose an uncommon password (not a predictable password like 1234 or 1111). If someone knows the Queue Mailbox password, they can access the Queue Mailbox and listen to or delete messages. They may also be able to access Enterprise Edge and use it fraudulently or disrupt service.

Changing the Queue Mailbox password

You can change the Queue Mailbox password at any time. Remember to choose a password from four to eight digits long that does not start with zero.

••

during your personal

To change the Queue Mailbox password:

ƒ·°⁄

continuous number. Press

Log: QUIT RETRY OK

1. Press

2. Enter the Queue Mailbox number and password as a

Note: To determine the Queue Mailbox number,

refer to Determining the Control DN (Queue

Mailbox number) on page 48.

If the access the

0 new 0 saved PLAY REC ADMIN

The Queue Mailbox name appears briefly.

3. Press

ADMIN

Pswd:

or °.

£.

prompt appears, press

Log:

display.

OTHR

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Page 58

58 Queue Mailbox password

Mailbox admin GREET PSWD QUIT

Pswd: RETRY OK

4. Press

5. Choose a new password from four to eight digits long

PSWD

or ›.

that does not start with zero. Enter the new Queue Mailbox password and press OK or £.

Again: RETRY OK

Password OK

6. Enter the new Queue Mailbox password again and

press OK or

7. This display appears briefly to indicate that the password was changed.

Mailbox admin GREET PSWD QUIT

8. Press

to end the session.

Resetting the Queue Mailbox password

If the Queue Mailbox password is forgotten, you must reset this password. Resetting a mailbox password changes it to the default password

‚‚‚‚

After the Queue Mailbox password has been reset, you must change the default password and enter a new password. Ensure that you tell the new password to the agents responsible for listening to Queue Mailbox messages. The Queue Mailbox password should be reset only if it is forgotten. You cannot listen to messages in the Queue Mailbox until the default password is changed.

To reset the Queue Mailbox password:

1. Click the Mailbox menu and then click Change/Delete.

The Mailbox Administration dialog box appears.

2. Click the Queue Mailbox that requires the password reset.

3. Click the Change button.

The Mailbox Administration dialog box appears.

4. Click the Reset Password to default check box.

5. Click the OK button.

6. Click the Close button.

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Page 59

Listening to messages in the Queue Mailbox 59

Listening to messages in the Queue Mailbox

Messages left in each Queue Mailbox should be listened to daily. Only one agent can retrieve messages from each Queue Mailbox at a time.

If different agents are listening to and handling messages in the Queue Mailbox throughout the day, each agent should:

• Listen to the message.

• Write down what the message says.

• Erase the message.

• Return the caller’s telephone call. If the caller is not available, the age nt ca n try a gain la te r or pass the mes sage on to

another agent. The first agent to listen to the message must erase the message after writing down

what it says. The reasons for this are:

• the next agent does not waste time listening to the same message

• the next agent does not know if the callback was successful or not

• you do not want more than one agent contacting the same caller If only one agent is responsible for retrieving messages at your call center, this

agent does not need to transcribe and delete each message before callback. This agent handles messages and knows the status of the old messages.

To listen to Queue Mailbox messages:

ƒ·°⁄

continuous number. Press

£.

Log: QUIT RETRY OK

1. Press

2. Enter the Queue Mailbox number and password as a

Note: To determine the Queue Mailbox number,

refer to the table Listening to Queue Mailbox

messages on page 60.

Pswd:

If the access the

prompt appears, press

Log:

display.

The Queue Mailbox name appears briefly.

OTHR

2 new 0 saved PLAY REC ADMIN

3. Press

PLAY

to listen to the messages in the Queue

Mailbox. For options, refer to Listening to messages

in the Queue Mailbox on page 59.

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60 Listening to messages in the Queue Mailbox

End of message REPLY ERASE NEXT

4. Press

5. Press

A number of options are available to you during and after listening to a message. The table Listening to Queue Mailbox messages on page 60 shows the options for both single-line display telephones and two-line display telephones. This table also shows when they are available.

Note: You may want to photocopy the table Listening to Queue Mailbox messages

on page 60 for the agents who will be responsible for listening to messages in the Queue Mailbox.

Listening to Queue Mailbox messages

Option Dial pad

Button

Save Message

Volume Control

‡ ‡ SAVE

•• X Adjusts the volume of the message that is

Display Button

Available WHILE listening to a message

to reply to an outside caller by dialing them back if your company subscribes to Caller ID service. Press

ERASE

to erase the message. Press

to hear the next message.

to end the session.

Available AFTER listening to a message

X Saves the message being played. (If you

Description

do not erase a message, it is automatically saved).

playing. The volume increases each time you press •. After four consecutive presses, the volume returns to the lowest level. This option is not shown on the display.

Notes

1. Because the Queue Mailbox has limited message storage space, erase any messages you no longer need. After a certain time period, the saved messages is be erased automatically.

2. You can reply to an outside caller by dialing them back if your company subscribes to Caller ID service. Refer to Replying to an external message

sender on page 62.

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Page 61

Replying to messages

You can reply to internal message senders and to external message senders. To reply to a message from an external message sender, your company must subscribe to a Caller ID service.

Replying to an internal message sender

You can reply to a message from an internal message sender by:

Replying to messages 61

• Using the

CALL

option. If you select

CALL

, you are immediately transferred to the internal message sender’s directory number. You must have an initialized mailbox and an operating extension to use the

• Using the

MSG

option. If you select the

MSG

CALL

option.

option, begin recording your reply

at the tone.

To reply to an internal message sender:

ƒ·°⁄

continuous number. Press

£.

Log: QUIT RETRY OK

1. Press

2. Enter the Queue Mailbox number and password as a

Note: To determine the Queue Mailbox number,

refer to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

The Queue Mailbox name appears briefly.

OTHR

PLAY

1 new 0 saved PLAY

End of message REPLY ERASE NEXT

Reply to msg MSG CALL QUIT

REC ADMIN

3. Press

4. After you have listened to the message, press or ·.

5. Press or press

6. Press

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide

or ¤.

CALL

or ¤ to call the message sender

MSG

or ⁄ to record and send a reply.

to end the session.

Page 62

62 Replying to messages

Replying to an external message sender

You can reply to a message from an external message sender if your company subscribes to a Caller ID service. Before using the Reply option you must play the message.

Note: Replying to an external message sender is available only if you have an

outdial route assigned to the Queue Mailbox. For more information, refer to

Assigning an outdial route on page 64.

To reply to an external message sender:

Log: QUIT RETRY OK

1 new 0 saved PLAY REC ADMIN

End of message REPLY

5551212 403 DIAL TRIM QUIT

ERASE NEXT

1. Press

ƒ·°⁄

2. Enter the Queue Mailbox number and password as a continuous number. Press OK or £.

Note: To determine the Queue Mailbox number,

refer to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The Queue Mailbox name appears briefly.

3. Press

4. Press

5. Press

PLAY

DIAL

or ¤.

. When this display appears, you have the option of adding or removing digits from the number to be outdialed. This display does not appear if a dialing translation table is established and enabled, or if the Caller ID number does not require translation. In these cases you see

Please hold

while the number is

dialed directly. Note: Press TRIM to remove digits from the

beginning of the telephone number. This automatically removes the area code from an incoming long distance call. To return the call, add more digits to the beginning of the telephone number by typing the required digits. For example, if you want to put 1-403 in front of the number, type 1-403 and the number becomes 1-403-555-1212.

After you call the message sender, your session ends.

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Page 63

Off-premise Message Notification

Off-premise Message Notification is a feature that notifies you, or a designated agent when there are new or urgent messages in the Queue Mailbox. You can program Enterprise Edge 2.0 Call Center to call you at any tone dial telephone number, pager or extension and let you know there is a message in the Queue Mailbox.

Since Off-premise Message Notification uses a Reserved or voice channel to notify you when there is a message, set up Off-premise Message Notification for nonbusiness hours. Then Off-Premise Message Notification does not consume a Reserved or voice channel during busy periods.

About Off-premise Message Notification

You can receive notification of a message at a maximum of five different destination numbers. Enterprise Edge 2.0 Call Center calls the first destination when a new or urgent message is received in the Queue Mailbox. If there is no answer, Enterprise Edge 2.0 Call Center waits five minutes and calls the first destination again. If there is no answer, Enterprise Edge 2.0 Call Center calls the first destination a third time. If there is no answer a fter three calls, Enterprise Edge

2.0 Call Center calls the second destination. Enterprise Edge 2.0 Call Center continues calling at five minute intervals until the call is answered or all of the programmed destinations are called three times.

Off-premise Message Notification 63

You assign start and stop times that apply to all telephone number and extension number destinations. The time range establishes how long Off-premise Message Notification is in effect. Off-premise Message Notification begins when the start time is reached. It is a good idea to set the start time for the time you will be at the destination telephone number, so you will be there to receive calls.

Pager destination numbers are contacted whenever a designated type of message is received by a Queue Mailbox that has Off-premise Message Notification set up. You can add special characters when you set up Off-premise Message Notification to a pager destination number. Depending on the company supplying your paging service, the programming sequence varies. For more information about setting the destination telephone number parameters for your pager, contact your pager company.

Setting up Off-premise Message Notification involves:

• assigning an outdial route for the Queue Mailbox

• establishing a destination telephone number

• selecting whether you are assigning a telephone, pager or extension number

• determining a notification time range

• selecting what type of messages you want to be notified about (all new messages, or just messages marked urgent)

After you set the Off-premise Message Notification parameters, Off-premise Message Notification is enabled automatically.

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Page 64

64 Off-premise Message Notification

Assigning an outdial route

The Outdial route determines which line, line pool or Route code the system uses for Off-premise Message Notification.

The default for Outdial route is None. You must assign an Outdial route before you can use an external telephone or a pager as an Off-premise Message Notification destination.

For more information on line pools and Route codes, refer to the Enterprise Edge system documentation.

Do not change the extension number assigned to the Queue Mailbox.

If this extension number is changed, callers in the queue cannot access the Queue Mailbox and you cannot change the Queue General Parameters. To correct a wrong extension number, change the extension number to the Control DN of the queue.

To assign an Outdial route:

1. Click the Mailbox menu and then click Change/Delete. The Mailbox Administration dialog box appears.

2. Click the Outdial tab.

3. Click the Queue Mailbox number.

4. Click the Change button.

5. Click Line and type the outgoing line you want to assign to the Queue Mailbox for outdialing. or click Pool and type the Line Pool number you want to assign to the Queue Mailbox for outdialing. or click Route to assign a route code for outdialing.

Note: To delete the Outdial route for this Queue Mailbox, click None.

6. Click the OK button.

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Off-premise Message Notification 65

Dialing restrictions

Dialing restrictions can be applied to the Enterprise Edge telephone, the outdialing route, and the extensions assigned to Enterprise Edge Voice Messaging. If you wish to restrict outdialing of certain telephone numbers, you must do one of the following:

1. Through Enterprise Edge programming, assign the dialing restrictions to the extension numbers assigned to Enterprise Edge Voice Messaging. This restricts all outdialing calls including external transfers from CCR trees, Offpremise Message Notification and Outbound Transfers. When assigning an Outdial route, all dialing is done by the extension numbers assigned to Enterprise Edge Voice Messaging, not by the Enterprise Edge telephone. Refer to your Enterprise Edge system documentation for additional information.

2. Through Enterprise Edge programming, assign the dialing restrictions to the telephone of the agent. Refer to your Enterprise Edge system documentation for additional information.

3. Through Enterprise Edge programming, assign the dialing restrictions to the Enterprise Edge line(s) being used for outdialing. Refer to your Enterprise Edge system documentation for additional information.

4. Through Mailbox Admin, ensure the Outdial route is set to

NONE

. This

restricts outdialing calls from the mailbox.

Setting up Off-premise Message Notification to an extension number

To set up Off-premise Message Notification for the first time to one extension:

ƒ·°⁄

continuous number. Press

£.

Log: OTHR RETRY OK

1. Press

2. Enter the Queue Mailbox number and password as a

Note: To determine the Queue Mailbox number, refer

to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

0 new 0 saved PLAY REC ADMIN

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide

The queue name appears briefly.

3. Press

ADMIN

or °.

Page 66

66 Off-premise Message Notification

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN

SELECT

Not init

Destination: PHONE EXT PAGER

Ext: RETRY OK

Accept:<x> RETRY OK

Start hhmm: RETRY OK

4. Press ﬂ to open the Off-premise Message Notification menu.

5. Press

ADMIN

or ⁄ to set up Off-premise Message

Notification. This display appears when Off-premise Message

Notification has not been set up for this mailbox.

6. Press

EXT

or ¤ to choose an extension destination.

7. Enter the destination extension number and press OK or

8. Press OK or £ to accept the destination extension number. The <x> represents the extension number.

9. Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by a zero.

<start time> RETRY AM PM

<start time> RETRY OK

Stop hhmm: RETRY OK

<stop time> RETRY AM PM

<stop time> RETRY OK

More dest? YES NO

Start:< CHNG NEXT

start time

10. Press AM or ⁄ or PM or ¤.

11. Press OK or £ to accept the start time.

12. Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero.

13. Press AM or ⁄ or PM or ¤.

14. Press OK or £ to accept the stop time.

15. Press NO if you are adding only one destination number.

YES

Press

to add additional destination numbers.

16. Press NEXT or £ to accept the start time that you entered. Press CHNG or ⁄ to change the start time.

Note: Steps 16 and 17 allow you to review the start

and stop times.

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Off-premise Message Notification 67

Stop:<stop time> CHNG NEXT

Msg type: new CHNG OK

17. Press NEXT or £ to accept the stop time that you entered. Press CHNG or ⁄ to change the stop time.

18. You can choose to be notified of all new messages or urgent messages only. Press OK or £ to accept the default message type new. This means you are notified whenever you receive a new message. Press

⁄

to change the message type to urgent. Changing the

CHNG

message type to urgent means you are notified only when you receive an urgent message.

Msg notify ADMIN SELECT

19. Press

to end the session.

Setting up Off-premise Message Notification to a telephone number

You must assign an outdial route before you can assign a telephone number as a destination for Off-premise Message Notification. For information about assigning an outdial route, refer to Assigning an outdial route on page 64.

To set up Off-premise Message Notification to one telephone number for the first time:

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN SELECT

1. Press

ƒ·°⁄

2. Enter the Queue Mailbox number and password as a

continuous number. Press

£.

Note: To determine the Queue Mailbox number, refer

to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The queue name appears briefly.

3. Press

ADMIN

or °.

4. Press ﬂ to open the Off-premise Message Notification menu.

5. Press

ADMIN

or ⁄ to set up Off-premise Message

Notification.

Not init

This display appears when Off-premise Message Notification has not been set up for this mailbox.

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide

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68 Off-premise Message Notification

Destination: PHONE EXT PAGER

Ph: RETRY OK

<x> ADD OK

Start hhmm: RETRY OK

<start time> RETRY AM PM

<start time> RETRY OK

6. Press

PHONE

or ⁄ to choose a telephone number

destination.

7. Enter the destination telephone number and press OK or

. The destination telephone number is a maximum

of 30 digits.

8. Press OK or £ to accept the destination telephone number. The <x> represents the telephone number. Press ADD or ¤ to add special characters. For information, refer to Adding special characters to the destination

number on page 71. After you add special characters,

press OK or £ to accept the destination number.

9. Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by a zero.

10. Press AM or ⁄ or PM or ¤.

11. Press OK or £ to accept the start time.

Stop hhmm: RETRY OK

<stop time> RETRY AM PM

<stop time> RETRY OK

More dest? YES NO

Start:< CHNG NEXT

Stop:<stop time> CHNG NEXT

start time

12. Enter the stop time for Off-premise Message Notification. This is a four digit field. Any single-digit hour and minute must be preceded by a zero.

13. Press AM or ⁄ or PM or ¤.

14. Press OK or £ to accept the stop time.

15. Press NO if you are adding only one destination number.

YES

Press

to add additional destination numbers.

16. Press NEXT or £ to accept the start time that you entered. Press CHNG or ⁄ to change the start time.

Note: Steps 16 and 17 allow you to review the start

and stop times.

17. Press NEXT or £ to accept the stop time that you entered. Press CHNG or ⁄ to change the stop time.

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Off-premise Message Notification 69

Msg type: new CHNG OK

⁄

to change the message type to urgent. Changing the

CHNG

message type to urgent means you are notified only when you receive an urgent message.

Msg notify ADMIN SELECT

19. Press

to end the session.

Setting up Off-premise Message Notification to a pager number

When you set up Off-premise Message Notification, you can add special characters to the destination pager number. For information about special characters, refer to:

• Adding special characters to the destination number on page 71

• Example of a destination pager number on page 71 Note: You must assign an outdial route before you can assign a Off-premise

Message Notification to a pager. For information about assigning an outdial route, refer to Assigning an outdial route on page 64.

To set up Off-premise Message Notification to one pager number for the first time:

ƒ·°⁄

continuous number. Press

£.

Log: QUIT RETRY OK

1. Press

2. Enter the Queue Mailbox number and password as a

Note: To determine the Queue Mailbox number, refer

to Determining the Control DN (Queue

Mailbox number) on page 48.

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Pswd:

If the access the

prompt appears, press

Log:

display.

The queue name appears briefly.

3. Press

ADMIN

or ° .

4. Press ﬂ to open the Off-premise Message Notification menu.

OTHR

Msg notify

SELECT

ADMIN

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide

5. Press

ADMIN

Notification.

or ⁄ to set up Off-premise Message

Page 70

70 Off-premise Message Notification

Not init

Destination: PHONE EXT PAGER

Pager: RETRY OK

<x> ADD OK

Show: <xxxx>

Show:<xxxx> CHNG NEXT

This display appears when Off-premise Message Notification has not been set up for this mailbox.

6. Press

PAGER

or ‹ to choose a pager number

destination.

7. Enter the destination pager number and press

8. Press

or £ to accept the destination pager number.

The <x> represents the pager number. Press ADD or to add special characters. If the paging service requires additional answer or setup time, add pause characters to the beginning of the pager message. For information, refer to Adding special characters to the destination

number on page 71. After you add special characters,

press OK or £ to accept the destination number. The pager message appears briefly.

9. Press

or £ to accept the default pager message (represented by the xxxx). The default pager message sent by Enterprise Edge 2.0 Call Center is the Enterprise Edge Voice Messaging extension number. This is the sequence of digits sent after the pager service is dialed (to notify you of who is paging you). Press

CHNG

or ⁄ to change the pager message.

or £.

More dest? YES NO

Msg type: new CHNG OK

Msg notify ADMIN SELECT

Note: There is a combined limit of 29 characters for

the pager telephone number and the pager message.

10. Press NO if you are adding only one destination number.

YES

Press

to add additional destination numbers.

11. You can choose to be notified of all new messages or urgent messages only. Press OK or £ to accept the default message type new. This means you are notified whenever you receive a new message. Press

⁄

to change the message type to urgent. Changing the

CHNG

message type to urgent means you are only notified when you receive an urgent message.

12. Press

to end the session.

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Off-premise Message Notification 71

Adding special characters to the destination number

When you are adding special characters, do not press the dialpad buttons £ to enter a #, or • to enter a *. Press the button directly below the option on a two-line display telephone, or listen for the voice prompts.

To add special characters on an Enterprise Edge one-line display telephone, refer to the table Adding special characters using an single-line display telephone on page

71. To add special characters on a two-line display telephone, refer to the table

Adding special characters using an Enterprise Edge two-line display telephone on

page 71.

Adding special characters using an single-line display telephone

Press Description

‹

›

ﬁ

ﬂ

•

Adding special characters using an Enterprise Edge two-line display telephone

Press Description

• to cancel and retry.

DIGS

PAUS

OTHR

TONE

¤ to retry or add digits to the destination telephone number.

‹ to enter a timed pause that appears as a “

to retry or add digits to the destination telephone number.

to enter a timed pause that appears as a P on the display. Pauses are four seconds long.

to recognize dial tone (behind PBX). The Recognize Dial Tone special character appears as a

to enter a #. to enter a *.

to cancel and retry.

Pauses are four seconds long.

to go to the next display to enter the following special characters:

to recognize dial tone (behind PBX). The Recognize Dial Tone special character appears as a “

on the display.

” on the display.

Example of a destination pager number

to enter a #.

to enter a *.

If you are assigning a pager destination number from behind a PBX or Centrex+, remember to insert a · (depending on your system) before the £ to access an outside line.

There is a combined limit of 29 characters for the pager telephone number and the pager message.

For example, to reach your pager, enter:

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide

Page 72

72 Off-premise Message Notification

£›¤ﬁﬁﬁ⁄¤‹›£‹

where:

specifies the next digits are special characters

›

recognizes dial tone

specifies the next digits are numbers to be dialed

ﬁﬁﬁ⁄¤‹› ‹

inserts a timed pause

is the pager telephone number dialed

Depending on the company supplying your paging service, the programming sequence varies. For more information about setting the destination telephone number parameters for your pager, contact your pager company.

Setting up Off-premise Message Notification to more than one destination

You can receive notification of a message at a maximum of five different destinations. The following steps show you how to enter a telephone number destination and then add a pager de stination for the first time . To set up Off-premise Message Notification to more than one destination number:

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN

SELECT

1. Press

ƒ·°⁄

2. Enter the Queue Mailbox number and password as a

continuous number. Press

£.

Note: To determine the Queue Mailbox number, refer

to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The Queue Mailbox name appears briefly.

3. Press

ADMIN

or °.

4. Press ﬂ to open the Off-premise Message Notification menu.

5. Press

ADMIN

or ⁄ to set up Off-premise Message

Notification.

Not init

This display appears when Off-premise Message Notification has not been set up for this mailbox.

Destination: PHONE EXT PAGER

Enterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

6. Press

PHONE

number.

or ⁄ to choose a destination telephone

Page 73

Ph: RETRY OK

<x> ADD OK

Off-premise Message Notification 73

7. Enter the destination telephone number and press

. The destination telephone number cannot be

longer than 30 digits.

8. Press

or £ to accept the destination telephone number. The <x> represents the telephone number. Press ADD or ¤ to add special characters. For information, refer to Adding special characters to the

destination number on page 71. After you add special

characters, press OK or £ to accept the destination number.

Start hhmm: RETRY OK

<start time> RETRY AM PM

<start time> RETRY OK

Stop hhmm: RETRY OK

<stop time> RETRY AM PM

<stop time> RETRY OK

More dest? YES

9. Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by a zero.

10. Press AM or ⁄ or PM or ¤.

11. Press OK or £ to accept the start time.

12. Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero.

13. Press AM or ⁄ or PM or ¤.

14. Press OK or £ to accept the stop time.

15. Press

YES

to add an additional destination number.

Notify 2: none SETUP NEXT

Destination: PHONE EXT PAGER

Pager: RETRY OK

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide

16. Press

17. Press

18. Enter the destination pager number and press

SETUP

PAGER

destination.

or ⁄.

or ‹ to choose a pager number

or £.

Page 74

74 Off-premise Message Notification

<x> ADD OK

Show: <xxxx>

Show:<xxxx> CHNG NEXT

19. Press OK or £ to accept the destination pager number. The <x> represents the pager number. Press ADD or

to add special characters. If the paging service requires additional answer or setup time, add pause characters to the beginning of the pager message. For more information, refer to Adding special characters to the

destination number on page 71. After you add special

characters, press OK or £ to accept the destination number.

The pager message appears briefly.

20. Press

or £ to accept the default pager message (represented by the xxxx). The default pager message is the Enterprise Edge Voice Messaging extension number. This is the sequence of digits sent after the pager service is dialed (to notify you of who is paging you). Press

CHNG

or ⁄ to change the pager message.

Note: There is a combined limit of 29 characters for

the pager telephone number and the pager message.

Notify 3: none SETUP NEXT

Start:< CHNG NEXT

Stop:<stop time> CHNG NEXT

Msg type: new CHNG OK

Msg notify ADMIN SELECT

start time

21. Press

or £ to continue. Press

SETUP

to add

another destination.

22. Press NEXT or £ to accept the start time that you entered. Press CHNG or ⁄ to change the start time.

Note: Steps 22 and 23 allow you to review the start

and stop times.

23. Press NEXT or £ to accept the stop time that you entered. Press CHNG or ⁄ to change the stop time.

24. You can choose to be notified of all new messages or urgent messages only. Press OK or £ to accept the default message type new. Choosing the new message type means you are notified whenever you receive a new message. Pr es s

CHNG

or ⁄ to change the message type to urgent. Changing the message type to urgent means you are notified only when you receive an urgent message.

25. Press

to end the session.

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Off-premise Message Notification 75

Changing Off-premise Message Notification

To change the parameters of Off-premise Message Notification refer to:

• Changing Off-premise Message Notification parameters

• Changing the destination type from a pager to a telephone or extension on page 78

• Changing the destination type from telephone or extension to a pager on page 80

Changing Off-premise Message Notification parameters

To change the Off-premise Message Notification parameters (assuming that you have entered a time range):

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN SELECT

1. Press

ƒ·°⁄

2. Enter the Queue Mailbox number and password as a

continuous number. Press

£.

Note: To determine the Queue Mailbox number, refer

to Determining the Control DN (Queue Mailbox

number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The Queue Mailbox name appears briefly.

3. Press

ADMIN

or °.

4. Press ﬂ to open the Off-premise Message Notification menu.

5. Press

ADMIN

or ⁄ to set up Off-premise Message

Notification.

Notify: <x>

The type of destination appears on the display.

Note: The <x> represents the type of destination

(telephone, extension or pager).

The destination number appears on the display.

Note: The <x> represents the type of destination.

<y>

The For example,

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide

represents the destination number.

Ext:2223

Page 76

76 Off-premise Message Notification

Notify: <x> CHNG NEXT

Destination: PHONE EXT PAGER

<x>: RETRY OK

6. Press

CHNG

or ⁄ to change the destination.

Note: The <x> represents the type of destination

(telephone, extension or pager).

OTHR

appears if you have more than one destination

programmed. To change one of the other destinations,

press

until the destination you want to change

appears.

7. Press

PHONE

or ⁄ to choose a telephone number destination. Press EXT or ¤ to choose an extension number destination. Press

PAGER

or ‹ to choose a

pager number destination.

8. Enter the destination number and press

or £. The destination telephone number cannot be longer than 30 digits.

Note: The <x> represents the type of destination

(phone, extension or pager).

Notify: <x>

9. Press

or £ to accept the destination number. Press ADD or ¤ to add special characters if the destination number is a telephone or pager. For information, refer to Adding special characters to the

destination number on page 71. After you add special

characters, press OK or £ to accept the destination number.

The type of destination appears on the display.

Note: The <x> represents the type of destination

(telephone, extension or pager).

The destination number appears on the display.

Note: The <x> represents the type of destination.

<y>

The For example,

represents the destination number.

Ext:2223

Enterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

Page 77

Off-premise Message Notification 77

Notify: <x> CHNG NEXT

More dest? YES NO

Start:< CHNG NEXT

Stop:<stop time> CHNG NEXT

start time

10. Press

CHNG

or ⁄ to change the destination and repeat

steps 7 to 9. Press NEXT or £ to continue.

Note: The <x> represents the type of destination

(telephone, extension or pager).

OTHR

appears if you have more than one destination

programmed. Press

until the display in step 11

appears.

11. Press NO if you are adding only one destination number.

YES

Press

to add additional destination numbers.

12. Press CHNG or ⁄ to change the start time. Press NEXT or £ to accept the start time.

13. Press CHNG or ⁄ to change the stop time. Press NEXT or £ to accept the stop time.

Note: Steps 13 and 14 allow you to review the start

and stop times.

Msg type: new CHNG OK

Msg notify ADMIN SELECT

14. Press

CHNG

or ⁄ to change the message type to urgent. Press OK or £ to accept the new default message. You can choose to be notified of all new messages or urgent messages only. Choosing the new message type means you are notified whenever you receive a new message. Changing the message type to urgent means you are notified only when you receive an urgent message.

15. Press

to end the session.

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide

Page 78

78 Off-premise Message Notification

Changing the destination type from a pager to a telephone or extension

To change the Off-premise Message Notification destination from a pager to a telephone or extension (assuming that you have never entered a time range):

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN SELECT

1. Press

ƒ·°⁄

2. Enter the Queue Mailbox number and password as a

continuous number. Press

£.

Note: To determine the Queue Mailbox number, refer

to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The Queue Mailbox name appears briefly.

3. Press

ADMIN

or °.

4. Press ﬂ to open the Off-premise Message Notificat ion menu.

5. Press

ADMIN

or ⁄ to change Off-premise Message

Notification.

Notify: pager

Ph:<x>

Show:<x>

Notify: pager CHNG

Destination: PHONE EXT PAGER

The type of destination appears on the display.

The destination telephone number appears on the display.

Note: The

<x>

represents the destination number.

The pager message appears on the display.

Note: The

6. Press

<x>

represents the pager message.

CHNG

or ⁄ to change the destination type and

the destination number.

7. Choose the type of destination number. Press

⁄

to choose a telephone number destination. Press

EXT

or ¤ to choose an extension number destination.

PHONE

Enterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

Page 79

<x>: RETRY OK

Off-premise Message Notification 79

8. Enter the destination number and press

or £. The destination telephone number cannot be longer than 30 digits.

Note: The <x> represents the type of destination

(telephone or extension).

9. Press

or £ to accept the destination number. Press ADD or ¤ to add special characters if the destination number is a telephone. For information, refer to Adding special characters to the destination

number on page 71. After you add special characters,

press OK or £ to accept the destination number.

Start hhmm: RETRY OK

<start time> RETRY AM PM

<start time> RETRY OK

Stop hhmm: RETRY OK

<stop time> RETRY AM PM

<stop time> RETRY OK

Notify: <x>

10. Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by a zero.

11. Press AM or ⁄ or PM or ¤.

12. Press OK or £ to accept the start time.

13. Enter the stop time for Off-premise Message Notification. This is a four digit field. Any single-digit hour and minute must be preceded by a zero.

14. Press AM or ⁄ or PM or ¤.

15. Press OK or £ to accept the stop time.

The type of destination appears on the display.

Note: The <x> represents the type of destination

(telephone or extension).

The destination number appears on the display.

Note: The <x> represents the type of destination.

<y>

Notify: <x> CHNG NEXT

16. Press

Note: The

The For example,

represents the destination number.

Ext:2223

or £ to continue.

<x>

represents the type of destination

(telephone or extension).

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide

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80 Off-premise Message Notification

More dest? YES NO

Start:< CHNG NEXT

Stop:<stop time> CHNG NEXT

Msg type: new CHNG OK

start time

17. Press NO if you are adding only one destination number.

YES

Press

to add additional destination numbers.

18. Press NEXT or £ to accept the start time that you entered. Press CHNG or ⁄ to change the start time.

Note: Steps 18 and 19 allow you to review the start

and stop times.

19. Press NEXT or £ to accept the stop time that you entered. Press CHNG or ⁄ to change the stop time.

20. You can choose to be notified of all new messages or urgent messages only. Press OK or £ to accept the default message type new. Choosing the new message type means you are notified whenever you receive a new message. Press

CHNG

or ⁄ to change the message type to urgent. Changing the message type to urgent means you are notified only when you receive an urgent message.

Msg notify ADMIN SELECT

21. Press

to end the session.

Changing the destination type from telephone or extension to a pager

To change the Off-premise Message Notification destination from a telephone or extension to a pager:

ƒ·°⁄

continuous number. Press

£.

Log: QUIT RETRY OK

1. Press

2. Enter the Queue Mailbox number and password as a

Note: To determine the Queue Mailbox number, refer

to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

The Queue Mailbox name appears briefly.

OTHR

0 new 0 saved PLAY REC ADMIN

Enterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

3. Press

ADMIN

or °.

Page 81

Off-premise Message Notification 81

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN

SELECT

Notify: <x>

<x>:<y>

Notify: <x> CHNG NEXT

4. Press ﬂ to open the Off-premise Message Notificat ion menu.

5. Press

ADMIN

or ⁄ to change Off-premise Message

Notification. The type of destination appears on the display.

Note: The <x> represents the type of destination

(telephone or extension).

The destination number appears on the display.

Note: The <x> represents the type of destination.

<y>

6. Press

The For example,

CHNG

represents the destination number.

Ext:2223

or ⁄ to change the destination type and

the destination number.

Note: The

<x>

represents the type of destination

(telephone or extension).

Destination: PHONE EXT PAGER

Pager: RETRY OK

<x> ADD OK

Show: <xxxx>

7. Press

PAGER

or ‹ to choose a pager number

destination.

8. Enter the destination pager number and press

9. Press

or £ to accept the destination pager number.

number on page 71. After you add special characters,

press OK or £ to accept the destination number. The pager message appears briefly.

or £.

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82 Off-premise Message Notification

Show:<xxxx> CHNG NEXT

More dest? YES NO

Msg type: new CHNG OK

10. Press

CHNG

or ⁄ to change the pager message.

Note: There is a combined limit of 29 characters for

the pager telephone number and the pager message.

11. Press NO if you are adding only one destination number.

YES

Press

to add additional destination numbers.

12. You can choose to be notified of all new messages or urgent messages only. Press OK or £ to accept the default message type new. This means you are notified whenever you receive a new message. Press

⁄

to change the message type to urgent. Changing the

CHNG

message type to urgent means you are only notified when you receive an urgent message.

Msg notify ADMIN SELECT

13. Press

to end the session.

Inserting an Off-premise Message Notification destination number

You are given the option to insert destination number(s) if you have set up more than one destination number.

Note: You must have at least two Off-premise Message Notification destinations

programmed before you can insert a destination.

To insert an Off-premise Message Notification destination:

ƒ·°⁄

continuous number. Press

£.

Log: QUIT RETRY OK

1. Press

2. Enter the Queue Mailbox number and password as a

Note: To determine the Queue Mailbox number, refer

to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

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Off-premise Message Notification 83

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN SELECT

Notify 1:<x>

<x>:<y>

The Queue Mailbox name appears briefly.

3. Press

ADMIN

or °.

4. Press ﬂ to open the Off-premise Message Notification menu.

5. Press

ADMIN

or ⁄ to set up Off-premise Message

Notification. The type of destination appears on the display.

Note: The <x> represents the type of destination

(telephone, extension or pager).

The destination number appears on the display.

Note: The <x> represents the type of destination.

<y>

The For example,

represents the destination number.

Ext:2223

Notify 1:<x> CHNG OTHR NEXT

Notify 1:<x> DEL INS QUIT

Inserting...

Notify 1:none SETUP

6. Press

OTHR

to insert a new destination number in the

first Off-premise Message Notification position

Notify 1

(

), or press

to scroll through the destinations until you find the destination position where you want the new destination, and then press

OTHR

Note: The <x> represents the type of destination

(phone, extension or pager).

7. Press

INS

to insert a destination number.

Note: The <x> represents the type of destination

(phone, extension or pager).

This display appears briefly to confirm that the destination was inserted.

8. Press

SETUP

to set up a new destination number, and follow the steps in Setting up Off-premise Message

Notification to a telephone number on page 67 or Setting up Off-premise Message Notification to an extension number on page 65 or Setting up Off-premise Message Notification to a pager number on page 69.

Note: When you are done inserting destination

numbers, press

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to end this session.

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84 Off-premise Message Notification

Deleting an Off-premise Message Notification destination number

If you have set up more than one destination number in Off-premise Message Notification, you are given the option to delete destinations.

Note: You must have at least two Off-premise Message Notification destinations

programmed before you can delete a destination.

To delete an Off-premise Message Notification destination:

Log: QUIT RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN SELECT

1. Press

ƒ·°⁄

2. Enter the Queue Mailbox number and password as a

continuous number. Press

£.

Note: To determine the Queue Mailbox number, refer

to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

OTHR

The Queue Mailbox name appears briefly.

3. Press

ADMIN

or ° .

4. Press ﬂ to open the Off-premise Message Notification menu.

5. Press

ADMIN

or ⁄ to set up Off-premise Message

Notification.

Notify 1:<x>

The type of destination appears on the display.

Note: The <x> represents the type of destination

(telephone, extension or pager).

<x>:<y>

The destination number appears on the display.

Note: The <x> represents the type of destination.

<y>

The (for example,

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represents the destination number.

Ext:2223

)

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Off-premise Message Notification 85

Notify 1:<x> CHNG OTHR NEXT

Notify 1:<x> DEL

Dest deleted

Notify 1:<x> CHNG OTHR NEXT

INS QUIT

press

OTHR

if you want to delete the first destination, or

or £ to scroll through the destinations

6. Press

until you find the destination that you want to delete. When you find the destination that you want to delete,

OTHR

press

Note: The <x> represents the type of destination

(telephone, extension or pager).

7. Press

DEL

to delete the destination number.

This display appears briefly to confirm the destination number was deleted.

8. The destination number is deleted. The Notify 2 destination changes to become the Notify 1 destination number.

Note: To delete more destination numbers, press

and repeat steps 6 and 7. When you are done deleting destination numbers, press

this session.

OTHR

to end

Turning Off-premise Message Notification on and off

Off-premise Message Notification can be turned on or off at any time. When you turn Off-premise Message Notification off, you do not affect any of the assigned parameters (refer to About Off-premise Message Notification on page 63). When Off-premise Message Notification is turned on, you are notified whenever you receive a message during the time you specified.

To turn Off-premise Message Notification on and off:

ƒ·°⁄

continuous number. Press

£.

Log: QUIT RETRY OK

1. Press

2. Enter the Queue Mailbox number and password as a

Note: To determine the Queue Mailbox number, refer

to Determining the Control DN (Queue

Mailbox number) on page 48.

Pswd:

If the access the

prompt appears, press

Log:

display.

The Queue Mailbox name appears briefly.

OTHR

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86 Off-premise Message Notification

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN SELECT

Notify on CHNG TIME OK

Notify off CHNG TIME OK

Mailbox admin GREET PSWD QUIT

3. Press

4. Press ﬂ to open the Off-premise Message Notification

5. Press

6. Press

7. Press OK or •.

8. Press

ADMIN

or °.

menu.

SELECT

CHNG

or ¤.

or ⁄ to turn Off-premise Message

Notification off if it is on (as shown).

to end the session.

Changing the Off-premise Message Notification hours of operation

When you program Off-premise Message Notification, you assign the Start time and Stop times for message notification. Off-premise Message Notification sends notification messages to telephone numbers and extension during the time between the Start time and Stop time only. If you want t o change the tim e when Off-premise Message Notification calls telephone numbers and extensions, you need to change the Start and Stop times.

Note: Off-premise Message Notification sent to pagers is not affected by the Start

and Stop times. Message notification is always sent when Off-premise Message Notification is on and a message is received.

To change the Start and Stop times:

ƒ·°⁄

continuous number. Press

£.

Log: QUIT RETRY OK

1. Press

2. Enter the Queue Mailbox number and password as a

Note: To determine the Queue Mailbox number, refer

to Determining the Control DN (Queue

Mailbox number) on page 48.

0 new 0 saved PLAY REC ADMIN

Pswd:

If the access the

prompt appears, press

Log:

display.

The Queue Mailbox name appears briefly.

3. Press

ADMIN

or °.

OTHR

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Off-premise Message Notification 87

Mailbox admin GREET PSWD QUIT

Msg notify ADMIN SELECT

Notify on CHNG TIME OK

Start:< CHNG NEXT

Start hhmm: RETRY OK

<start time> RETRY AM PM

<start time> RETRY OK

Stop hhmm: RETRY OK

start time

4. Press ﬂ to open the Off-premise Message Notification menu.

5. Press

6. Press

SELECT

CHNG

or ¤.

7. Press CHNG or ⁄.

8. Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by a zero.

9. Press AM or ⁄ or PM or ¤.

10. Press OK or £ to accept the start time.

11. Enter the stop time for Off-premise Message Notification. This is a four digit field. Any single-digit hour and minute must be preceded by a zero.

<stop time> RETRY AM PM

<stop time> RETRY OK

Notify on CHNG TIME OK

Mailbox admin GREET PSWD QUIT

12. Press AM or ⁄ or PM or ¤.

13. Press OK or £ to accept the stop time.

14. Press OK or •.

15. Press

to end the session.

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88 Off-premise Message Notification

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Recording Call Center Greetings

Introduction

The primary purpose of call center greetings is to encourage callers to stay on the line until an agent is available.

This chapter describes:

• Call center greetings

• Types of call center greetings

• Recording call center greetings

• Changing call center greetings

Call center greetings

Greetings provide information that is relevant to your call center. They can be in different languages and they can be changed as often as required.

Greetings can be used to give callers any necessary information such as:

• your hours of service

• a reminder to please have their account number ready

• how to leave a message in the call center queue mailbox

• announcement of sales

• product lists

• upcoming special events You can record up to 100 different call center greetings.

Note: For more information about call center greetings, refer to Call center

greeting steps on page 94.

Types of call center greetings

You can record different types of greetings for Enterprise Edge 2.0 Call Center. Before you record your greeting, you must determine what the greeting will include. When preparing your greeting, be sure to include important times and dates. Make the greeting as short and concise as possible. Use the following examples of greetings as a reference.

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90 Types of call center greetings

General company greeting

The General company greeting informs callers that they have reached the correct company. It can also include the location and business hours of your company.

“Thank you for calling Munro and Johnson. We are located at 52 Main Street. Our hours of service are Monday to Friday from 8:00 until 5:00. Please stay on the line and an agent will be with you as soon as possible. Or press ‚ to leave a message and one of our agents will return your call.”

Please wait greeting

Please wait greetings encourage callers to stay on the line.

“All our agents at Munro and Johnson are currently busy, but please hold as your call is very important to us. “

Information greeting

An information greeting provides messages and announcements to callers.

“Thank you for calling Munro and Johnson. This week we have extended our hours until we sell all spring merchandise. We will be open until 9:00 pm Monday through Thursday, and we will be open until midnight on Friday! Please come in and see us at 52 Main Street.”

Note: Remember to change your Information greeting when it no longer applies.

Transfer greeting

A transfer greeting provides information to a caller about where the call can be transferred.

“Please press 1 to leave a message and one of our agents will return your call. Press 2 to return to the beginning.”

Non-business hours greeting

Your non-business hours greeting will be played after your business is closed. An example of a non-business hours greeting is:

“You have reached Munro and Johnson. Our hours of service are Monday to Friday

from 8:00 until 12:00 and 1:00 until 5:00. To leave a message, please press zero. An agent will return your call as soon as possible. Thank you for calling.”

Note: For more information about call center greetings, refer to Tips about

recording call center greetings on page 124.

How to record a call center greeting

Before you record a greeting, write the greeting out so that you include everything that you want to say.

We recommend that you record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20 seconds, then callers will have to wait in the call center queue a longer time before they hear a greeting.

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Recording call center greetings

Before you proceed, make a photocopy of Greeting Administration on page 142. Fill in the appropriate columns for future reference.

To record a call center greeting:

1. Click the Call Center menu and then click Call Center Greetings.

The Call Center Greetings dialog box appears.

2. Click the greeting number you want to record.

3. Click the Voice button.

4. Click the Record button to record a greeting

or click the Upload From button and type the location of the greeting in the Upload From box to upload a previously recorded greeting or click the Browse button to locate a previously recorded greeting.

Recording call center greetings 91

5. Click the Close button.

Repeat steps 2 to 5 for each greeting you want to record.

Changing call center greetings

You can change your call center greetings at any time. To change a call center greeting:

1. Click the Call Center menu and then click Call Center Greetings.

The Call Center Greetings dialog box appears.

2. Click the greeting number you want to change.

3. Click the Voice button.

4. Click the Record button to record a greeting

5. Click the Close button.

Repeat steps 2 to 5 for each greeting you want to record.

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Routing Table Administration

Introduction

The Routing Table determines how the system answers, holds and routes incoming calls to agents in your call center.

This chapter describes:

• The Routing Table

• Setting up a Routing Table

• About Routing Table steps

• Planning the Routing Table steps

• Adding Routing Table steps

• Assigning queue hours of operation

• Examples of setting up the Day and Night Routing Tables

• Reviewing the Routing Table steps

• Changing the existing steps in the Routing Table

• Changing the Service Mode

Routing Table

You set up the Routing Tables in Enterprise Edge 2.0 Call Center to handle incoming calls for each call center queue.

For each queue, there is one Routing Table for Day service and another Routing Table for Night service. Set up the Day Routing Table for the hours when your service is available. Set up the Night Routing Table for the hours when your service is not available.

The maximum number of steps in the Day Routing Table is 20. The maximum number of steps in the Night Routing Table is 20.

A call in a queue receives the treatment specified by the current Routing Table. This treatment is a combination of call center greetings and being on hold. If an agent becomes available, the call is sent to the available agent.

Setting up a Routing Table

A Routing Table is made of several routing steps. These steps define what is done with a caller that is waiting in the call center queue. To set up a Routing Table, use the steps below:

• Learn about the types of Routing Table steps.

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• Plan which steps you are going to use.

• Add the steps to the Routing Table.

• Assign the hours of operation for the queue.

About Routing Table steps

There are four types of steps that you can set up in the Routing Table:

• Greeting

• Distribution time

• Goto

• Disconnect

Call center greeting steps

When you set up the Routing Table, you assign when and which call center greetings are played to callers. You also assign greeting parameters to each greeting. Users can use Caller Directed Transfer during a Routing Table Greeting step. Caller Directed Transfer lets a caller transfer to the Automated Attendant, the Operator or the queue mailbox by pressing a single digit on their keypad. After the greeting plays, the call goes to the next routing step. If there is no next step, the call is terminated.

To set up a greeting step in the Routing Table, choose the number of the greeting. To ensure that you have the correct greeting number, refer to your completed copies of the tables, Greeting Administration Queue Number: on page 142.

About Greeting parameters

There are two greeting parameters:

• Forced Play

• Transfer (None or Basic) These greeting parameters are described in the table Greeting Parameters:

Greeting Parameters

Greeting Parameter

Forced Play enabled

Forced Play disabled

Description

Enables Forced Play on a greeting that contains important information that you want callers to hear. If an agent becomes available while a caller is listening to a Forced greeting, the greeting is NOT interrupted. The caller must listen to the entire greeting. See the note below this table.

While a caller listens to a greeting that is not forced and an agent becomes available, the greeting is interrupted and the call goes to the available agent.

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About Routing Table steps 95

Greeting Parameter

Transfer Basic While the greeting plays callers can:

Transfer None While the greeting plays callers CANNOT press a dialpad button to

Description

• press ⁄ to transfer to the Automated Attendant

• press ‚ to transfer to the Operator

• press · to leave a message in the queue mailbox

These are the default keypad buttons that callers can press. To change the defaults, see

Ensure that the Non-business hours greetings have Transfer Basic enabled so that callers can direct how they transfer their calls.

transfer their call. Enterprise Edge Call Center ignores buttons pressed on the dialpad.

Adding greeting steps on page 96.

Try to limit the number of Forced greetings that you set up in the Routing Table and keep Forced greetings as short as possible. Many long Forced greetings increase the transfer time of calls to agents and cause unpredictable increases in distribution times. For more information, refer to Tips about Routing Table administration on page 125.

Distribution time step

During the distribution time step, calls wait to be distributed to agents. If no agents are available before the distribution time expires, the call goes to the next st ep in the Routing Table. If there is no next step set up in the Routing Table, the call is terminated. The minimum distribution time is zero and the maximum distribution time is 59:59, 59 minutes and 59 seconds. The default distribution time is 30 seconds.

Goto step

The Goto step is the last step in the Routing Table. The Goto step specifies a target step number. For example, if the Goto step specifies step 1, the call goes back to step 1 and repeats the steps. The steps are repeated until an agent becomes available or until the caller leaves a messa ge in the call cent er queue ma ilbox. The Goto step is not an option for the first Routing step because there are no possible target steps yet. The Goto target step cannot be itself. For example, if step 20 is a Goto step, you cannot assign 20 as the target step.

Disconnect option

Adding a Disconnect step allows a call to be released from the queue. If the first step in a Routing Table is a Disconnect, the call center will not answer the line.

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96 Planning the Routing Table steps

Planning the Routing Table steps

To have a clear record of the Routing Table steps you intend to create, photocopy and complete Routing Table Administration on page 146.

Adding Routing Table steps

You can add greeting steps, distribution time steps, and Goto steps and disconnect steps to the Routing Table.

Adding greeting steps

Greeting steps play a message to the waiting caller. To add a greeting step:

1. On the Call Center menu, click Queues.

The Call Center Queues dialog box appears.

2. Click the number of the queue you want to add a greeting step to. To create a new queue that starts with a greeting step, click a queue named Unused.

3. Click the Configure button. The queue’s dialog box appears.

4. Click the Day Routing tab to add a greeting step to a Day Routing table or click the Night Routing tab to add a greeting step to a Night Routing Table.

5. Click a step in the routing table. The greeting step is added before this step. To add a greeting step to the end of the Routing Table, click the End step.

Note: If the Routing Table is full the End step does not appear.

6. Click the Insert Step button. The Insert Routing Step dialog box appears.

7. Click the Greeting option.

8. In the Greeting box type the number of the greeting that plays in this step. You must record the greeting before you can assign it to a Greeting step.

9. If you want the caller to listen to the entire message before they transfer to an agent, select the Forced Play check box.

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10. In the Transfer group box, select the Basic option if you want callers to be able to transfer their calls or in the Transfer group box, select the None option if you do not want callers to be able to transfer their calls. If you select None, go to step 14.

11. Select the Auto Attendant check box if you want callers to be able to transfer to the Automated Attendant. The default dialpad button that callers press to transfer to the Automated Attendant is ⁄. You can assign a different dialpad button by selecting a number from the list box.

12. Select the Operato r check box if you want callers to be able to transfer to the Operator. The default dialpad button that callers press to transfer to the Operator is

‚.

You can assign a different dialpad button by selecting a number from the list box.

13. Select the queue mailbox check box if you want callers to be able to transfer to the queue mailbox. The default dialpad button that callers press to transfer to the queue mailbox is

. You can assign a different dialpad button by selecting a number from the

list box.

14. Click the OK button. The new greeting step appears in the list of steps.

15. Click the OK button.

16. Click the Close button.

Adding distribution time steps

Distribution time steps put the caller on hold while the Enterprise Edge 2.0 Call Center system searches for an available agent.

To add a distribution step:

1. Click the Call Center menu and then click Queues. The Call Center Queues dialog box appears.

2. Click the queue to which you want to add a distribution step.

3. Click the Configure button. The queue’s dialog box appears.

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98 Adding Routing Table steps

4. Click the Day Routing tab to add the distribution step to a Day Routing Table or click the Night Routing tab to add the distribution step to a Night Routing Table.

5. Click a step in the routing table. The distribution step i s added before t his step . To add the distribution step to the end of the Routing Table, click the End step.

Note: When the Routing Table is full, the End step disappears.

6. Click the Insert Step button. The Insert Routing Step dialog box appears.

7. Click the Distribute for option.

8. Use the arrow buttons in the Distribute for box to change the longest time in minutes and seconds that the caller can wait on hold in this step.

9. Click the OK button. The queue’s dialog box appears.

10. Click the Apply button and then click the OK button.

11. Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu.

Adding a Goto step

Goto steps send the caller to another step in the Routing Table. These steps can be added only at the end of the Routing Table.

To add a Goto step:

1. Click the Call Center menu and then click Queues. The Call Center Queues dialog box appears.

2. Click the queue you want to add a Goto step to.

3. Click the Configure button. The queue’s dialog box appears.

4. Click the Day Routing tab to add the Goto step to a Day Routing Table or click the Night Routing tab to add the Goto step to a Night Routing Table.

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Adding Routing Table steps 99

5. Click the End step.

Note: When the Routing Table is full, the End step disappears.

6. Click the Insert Step button. The Insert Routing Step dialog box appears.

7. Click the Goto Step option.

8. From the Goto Step drop list select the number of the Routing Table step the caller is sent to.

9. Click the OK button. The Queue Properties dialog box appears.

10. Click the OK button.

11. Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu.

Adding a Disconnect step

Adding a Disconnect step allows a call to be released from the queue. If the first step in a Routing Table is a Disconnect step, the call center will not answer the line.

To add a disconnect step: