Avaya BCM 2.0 Call Center User Manual

Enterprise Edge 2.0 Call Center Set Up and Operation Guide

1-800-4 NORTEL www.nortelnetworks.com

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

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

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

to use the Make Busy Feature Code.

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

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

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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