Avaya BCM 5.0 - Contact Center User Manual

Intelligent Contact Center Telephone

Administration Guide

BCM 5.0

Contact Center

Document Status: Standard

Document Number: NN40170-600

Document Version: 01.01

Date: August 2009

Copyright © 2009 Nortel Networks, All Rights Reserved

The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks.

Trademarks

Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.

Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners.

Sourced in Canada

3

Task List

Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 About Contact Center telephone administration . . . . . . . . . . . . . . . . . . . . 23

To determine the Feature Codes...................................................................................	26
To program a memory button ........................................................................................	27
Contact Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	31
To enable the Contact Center keycode .........................................................................	31
To set Contact Center general properties .....................................................................	35
To set Caller ID..............................................................................................................	36
To set the Supervisor Help request timeout ..................................................................	37
To select skillsets ..........................................................................................................	38
To configure lines for Contact Center............................................................................	40
To set the Answer Lines status .....................................................................................	41

Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

To record a Contact Center greeting .............................................................................

44

Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

To set up a skillset.........................................................................................................	51
To enable a skillset........................................................................................................	55
To disable a skillset .......................................................................................................	56
To change a skillset.......................................................................................................	58
To unconfigure a skillset:...............................................................................................	62

Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

To determine a skillset’s mailbox number and Message Waiting Indication telephone.66
To check which CallPilot interface you use ...................................................................	67
To initialize a skillset mailbox ........................................................................................	68
To open a skillset mailbox - Norstar Voice Mail.............................................................	69
To open a skillset mailbox - CallPilot.............................................................................	69
To open a skillset mailbox from an outside telephone...................................................	70
To open a skillset mailbox directly from an outside telephone ......................................	70
To change a skillset mailbox password .........................................................................	72
To reset a skillset mailbox password.............................................................................	73
To record a Primary or Alternate skillset mailbox greeting ............................................	75
To choose a Primary or Alternate skillset mailbox greeting...........................................	76
To record a Personalized skillset mailbox greeting .......................................................	78
To delete a Personalized mailbox greeting ...................................................................	80
To play skillset mailbox messages - Norstar Voice Mail................................................	82
To play skillset mailbox messages - CallPilot................................................................	84
To retrieve an erased message - Norstar Voice Mail ....................................................	85
To retrieve an erased message - CallPilot ....................................................................	85
To reply to an internal caller - Norstar Voice Mail..........................................................	86
To reply to an internal caller - CallPilot..........................................................................	87
To reply to an external caller - Norstar Voice Mail.........................................................	88
To reply to an external caller - CallPilot.........................................................................	88

Intelligent Contact Center Telephone Administration Guide

4 Task List

Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

To assign an outdial method to a skillset mailbox .........................................................	91
To set up Off-premise Message Notification to a telephone number ............................	93
To set up Off-premise Message Notification to an extension ........................................	95
To set up Off-premise Message Notification to a pager ................................................	97
To set up Off-premise Message Notification to more than one destination...................	99
To change the time range or type of message parameters.........................................	102
To change the destination from telephone to another destination...............................	104
To change the destination from pager to telephone or extension ...............................	106
To change the destination from telephone or extension to pager ...............................	108
To delete a destination number ...................................................................................	110
To add a destination number.......................................................................................	112
To turn Off-premise Message Notification on or off.....................................................	113
Setting up agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	115
To add an agent ..........................................................................................................	116
To change agent properties.........................................................................................	119
To add multiple agents ................................................................................................	120
To assign an agent to a skillset ...................................................................................	122
To assign several agents to a skillset..........................................................................	124
Configuring automatic log in ........................................................................................	125
To remove agents from a skillset.................................................................................	126
To view agents in a skillset..........................................................................................	127
To log an agent off.......................................................................................................	128
To delete an agent.......................................................................................................	128
To reset an agent password ........................................................................................	130
To change an agent priority.........................................................................................	131
Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	133
To add Overflow rules .................................................................................................	140
To change and view Overflow rules ............................................................................	142
To delete Overflow rules..............................................................................................	144
Routing table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	147
To set up DID routing for BCM ....................................................................................	147
To add a Greeting step................................................................................................	152
To add a Distribute for step .........................................................................................	155
To add a Goto step......................................................................................................	156
To add a Transfer step ................................................................................................	159
To add a disconnect step ............................................................................................	161
To set up the Day Routing Table example ..................................................................	163
To set up the Night Routing Table example ................................................................	167
To review Routing Table steps ....................................................................................	170
To modify Routing Table steps....................................................................................	171
To set the Service Mode for a skillset..........................................................................	175

Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

To set up Silent Monitor on BCM.................................................................................	178
To monitor skillsets......................................................................................................	180
To monitor calls using a one or two line telephone .....................................................	181
To use Not Ready........................................................................................................	182
To log off......................................................................................................................	183

NN40170-600

	Task List	5
To change your password ...........................................................................................	183
To handle Supervisor help requests............................................................................	186

Tips for operating Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189 Troubleshooting Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

To reset the Operator password..................................................................................

193

Contact Center Programming Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Intelligent Contact Center Telephone Administration Guide

6 Task List

NN40170-600

7

Contents

Chapter 1

Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 About Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Contact Center Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 What you can administer through a telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Symbols and text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Chapter 2

About Contact Center telephone administration . . . . . . . . . . . . . . . . . . . . 23

Setting up Contact Center with a two line display telephone . . . . . . . . . . . . . . . . . . . . 23 System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 27 Feature Codes used by Contact Center supervisors . . . . . . . . . . . . . . . . . . . . . . . . . 28 Feature Codes used by Contact Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Chapter 3

Contact Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

To enable Contact Center using F9*8 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Setting Contact Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Setting Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Setting the Supervisor Help request timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Selecting skillsets supervisors can receive help requests from . . . . . . . . . . . . . . 38 Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Resetting the Contact Center Administrator password . . . . . . . . . . . . . . . . . . . . . . . . 41

Chapter 4

Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

About Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Intelligent Contact Center Telephone Administration Guide

8 Contents

Types of Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Recording a Contact Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Chapter 5

Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Setting up a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Chapter 6

Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	65
Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	66
Checking which telephone mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . .	67
Initializing a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	68
Opening a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	69
Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	70
Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	71
Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	71
Resetting a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	72
Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	74
Examples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . .	74
Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . .	76
Recording a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . .	78
Deleting a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	80
Checking skillset mailboxes for messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	81
Playing skillset mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	82
Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	85
Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	86
Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	86
Using the Reply feature to reply to an external caller . . . . . . . . . . . . . . . . . . . . . .	88

Chapter 7

Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

NN40170-600

Contents 9

About setting up Off-premise Message Notification to a pager number . . . . . . . . 97 Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . 112

Chapter 8

Setting up agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	115
Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	115
Changing an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	118
Adding multiple agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	120
Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	122
Dynamic Agent Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	122
Assigning several agents to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	124
Assigning agents to a skillset using Auto Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	125
Removing agents from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	125
Changing an agent priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	130

Chapter 9

Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Chapter 10

Routing table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 Changing a routing table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 To erase a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 Setting the Service Modes for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Chapter 11

Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177 Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Intelligent Contact Center Telephone Administration Guide

10 Contents

Monitoring tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	178
Monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	179
An example of monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	180
Using a memory button to monitor calls waiting in skillsets . . . . . . . . . . . . . . . .	181
Taking some Not Ready time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	182
Programming Not Ready to a memory button . . . . . . . . . . . . . . . . . . . . . . . . . . .	182
Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	183
Changing your password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	183
Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	184
How Supervisor Help works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	184
Configuring Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	186
How to handle missed requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	187
An example of retrieving an escalated request . . . . . . . . . . . . . . . . . . . . . . . . . .	187

Chapter 12

Tips for operating Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189 Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189 Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189 Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 Contact Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 191 Tips to improve the efficiency of Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Chapter 13

Troubleshooting Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193 Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193 Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194 Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194 Important considerations about how agents use features . . . . . . . . . . . . . . . . . . 194 Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196 Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Chapter 14

Contact Center Programming Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 General Contact Center parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199 Contact Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200 Contact Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202 Skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203 Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

NN40170-600

Contents 11

Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205 Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Intelligent Contact Center Telephone Administration Guide

12 Contents

NN40170-600

13

Chapter 1

Getting started

About this guide

The Intelligent Contact Center Telephone Administration Guide describes how to set up and configure Contact Center on a Business Communications Manager (BCM) using telset based administration.The information in this document applies to both the BCM50 and the BCM450 platforms running BCM Release 5.0.

About Contact Center

Contact Center is an application that handles incoming calls as efficiently and economically as possible. Contact Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. Contact Center routes calls based on the origin of the call, the destination of the call, or the information entered by the caller. Callers can be given high or low priorities. Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a message, and hear announcements and informative messages.

You can program Contact Center using any two-line display telephone on your telephone system. You can also use the web-based CallPilot Manager to set up and operate Contact Center.

For information about Contact Center features, see the Intelligent Contact Center Set Up and Operation Guide (NN40040-301).

Contact Center Update

Intelligent Contact Center is the evolution of the existing Call Center capability on BCM. Intelligent Contact Center offers additional functionality, such as Reporting for Contact Center and Multimedia Contact Center. You can also choose the specific number of agents and skillsets that your business requires.

You purchase Intelligent Contact Center and then purchase the number of agents, skillsets, Reporting, and Multimedia as required. Intelligent Contact Center has increased maximum capacities, for example 80 active agents and 50 skillsets for BCM450, and 50 active agents and 30 skillsets for BCM50. Table 1 shows the capacities available for the BCM450 system. Table 2 shows the capacities available for the BCM50 system.

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14 Chapter 1 Getting started

Table 1 Intelligent Contact Center Capacities for BCM450

	Features	Intelligent Contact Center for BCM450
	Skillsets	Default 1, maximum 50
	Configured agents (available agent IDs)	Maximum 250
	Active agents (includes supervisors)	Default 2, maximum 80
	Active agents are agents who are logged
	in to one skillset or a combination of
	skillsets.
	Dynamic agent priority levels	20
	Dynamic call priority levels	20
	Active calls in all skillsets	100
	Maximum active calls per skillset	100
	Maximum lines configured for Contact	100
	Center
	Voice ports (shared with CallPilot or	Minimum 2, default 10, maximum 32
	dedicated)
	Voice ports with CEC	63
	Voice ports without CEC	35
	Voice ports for fax with CEC	8
	Voice ports for fax without CEC	4
	Routing tables per skillset	2
	Greetings	150
	Maximum time per greeting	1000 mins
	Maximum time for all greetings	>370 hours / Gigabyte
	Steps per routing table	20
	Skillset mailboxes
	One mailbox is created for each
	configured skillset. No skillset mailbox is	Default 0, Maximum 50
	configured by default and a maximum 50
	skillset mailboxes can be configured
	Supervisor functionality, including call	Silent monitor
	monitoring
	Supervisor Help	Available with Silent Monitor.
	Maximum simultaneous monitoring	6
	sessions
	Caller Input Tables	50

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	Chapter 1 Getting started 15
Features	Intelligent Contact Center for BCM450
Basic Intelligent Caller Input Routing: the
ability to route a call to an Operator, Auto	Available
Attendant, skillset mailbox or CCR Tree.
Advanced Intelligent Caller Input Routing:
the ability to route a call based on	Available
multi-digit fixed or variable strings
Delegated Contact Center Administration:
If you use a BCM system, there is no
dedicated or default CallPilot or Contact
Center Administrator user ID and
password. The System Administrator can	Available
create users with CallPilot and Contact
Center rights in Element Manager. For
more information, see the Nortel Business
Communications Manager 5.0
Administration and Security Guide.
Intelligent Overflow Routing: rules you
create to overflow, change the priority of,
and move calls to multiple skillsets, a	Available
skillset mailbox, an internal or external
number, a mailbox, the Auto Attendant or
an operator.
Intelligent CLID/DNIS Routing	1000 rules
Overflow rules per skillset	20
Overflow skillsets	Default 0, maximum 49
Service Mode: you specify the start and
end times for the day and night skillset for	Available
each day of the week
Limited Feature 983 telephone	Available
administration
CallPilot Manager	Available
Reporting for Contact Center	Available
	Must be enabled with keycode
Expected Wait Time	20 tables
Activity Codes	2,000 entries
	Reporting for Contact Center must be enabled
	to configure Activity Codes
Multimedia Contact Center	Available
	Must be enabled with keycode

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16 Chapter 1 Getting started

Table 2 Intelligent Contact Center Capacities for BCM50

	Features	Intelligent Contact Center for BCM50
	Skillsets	Default 1, maximum 30
	Configured agents (available agent IDs)	Maximum 100
	Active agents (includes supervisors)	Default 2, maximum 50
	Active agents are agents who are logged
	in to one skillset or a combination of
	skillsets.
	Dynamic agent priority levels	20
	Dynamic call priority levels	20
	Active calls in all skillsets	30
	Maximum active calls per skillset	30
	Maximum lines configured for Contact	30
	Center
	Voice ports (shared with CallPilot or	Minimum 2, default 10, maximum 15
	dedicated)
	Routing tables per skillset	2
	Greetings	50
	Maximum time per greeting	30 mins
	Maximum time for all greetings	1500 mins
	Steps per routing table	20
	Skillset mailboxes	Default 0, Maximum 30
	Supervisor functionality, including call	Silent monitor
	monitoring
	Supervisor Help	Available with Silent Monitor.
	Maximum simultaneous monitoring	6
	sessions
	Caller Input Tables	30
	Basic Intelligent Caller Input Routing: the
	ability to route a call to an Operator, Auto	Available
	Attendant, skillset mailbox or CCR Tree.
	Advanced Intelligent Caller Input Routing:
	the ability to route a call based on	Available
	multi-digit fixed or variable strings

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	Chapter 1 Getting started 17
Features	Intelligent Contact Center for BCM50
Delegated Contact Center Administration:
If you use a BCM system, there is no
dedicated or default CallPilot or Contact
Center Administrator user ID and
password. The System Administrator can
create users with CallPilot and Contact	Available
Center rights in Element Manager. tact
Center rights in Element Manager. For
more information, see the Nortel Business
Communications Manager 5.0
Administration and Security Guide
Intelligent Overflow Routing: rules you
create to overflow, change the priority of,
and move calls to multiple skillsets, a	Available
skillset mailbox, an internal or external
number, a mailbox, the Auto Attendant or
an operator.
Intelligent CLID/DNIS Routing	1000 rules
Overflow rules per skillset	20
Overflow skillsets	Default 0, maximum 29
Service Mode: you specify the start and
end times for the day and night skillset for	Available
each day of the week
Limited Feature 983 telephone	Available
administration
CallPilot Manager	Available
Reporting for Contact Center	Available
	Must be enabled with keycode
Expected Wait Time	20 tables
Activity Codes	2,000 entries
	Reporting for Contact Center must be enabled
	to configure Activity Codes
Multimedia Contact Center	Available
	Must be enabled with keycode

What you can administer through a telephone

Contact Center properties

“To enable the Contact Center keycode” on page 31

Keycode

Reserved Channels

“Reserved channels” on page 34

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18 Chapter 1 Getting started

Supervisor Help	“Setting the Supervisor Help request timeout” on page 36
	“Selecting skillsets supervisors can receive help requests
	from” on page 38
Caller ID display settings	“Setting Caller ID” on page 35
Lines	“Configuring lines” on page 39
Answer lines status	“Setting the Answer Lines status” on page 41
Reset Administrator password	“Resetting the Contact Center Administrator password” on
	page 41
Contact Center greetings	“Recording a Contact Center greeting” on page 44
	NOTE: You must use CallPilot Manager to add Greeting
	captions.
Skillsets

Parameters: name, number, control DN, Message Waiting Indicator DN, Method of Distribution, Break Time, Delay Answer, Activity Code and Expected Wait Time settings, service mode, prompt language, attendant extension.

Monitor skillsets

Skillset mailboxes

initialize a skillset mailbox

change a skillset mailbox password record skillset mailbox greetings play skillset mailbox messages

Off-premise message notification

“Setting up a skillset” on page 51

“Setting the Service Modes for skillsets” on page 174

“Monitoring skillsets” on page 179

“About skillset mailboxes” on page 65 “Initializing a skillset mailbox” on page 68 “Skillset mailbox password” on page 71

“Recording skillset mailbox greetings” on page 74 “Playing skillset mailbox messages” on page 82

“About Off-premise Message Notification” on page 89

Agents

Agent ID, name, supervisor, automatic
answer, missed call options, Activity Code	“To add an agent” on page 116
entry type
Assign agents to skillsets	“Assigning an agent to a skillset” on page 122
Log an agent off	“To log an agent off” on page 128
Reset an agent password	“To reset an agent password” on page 130
Monitor agents	“Monitoring agent calls with Silent Monitor” on page 177
Routing
Intelligent Overflow Routing	“To add Overflow rules” on page 140
Greeting step	“Adding a Greeting step” on page 150
Distribute for step	“To add a Distribute for step” on page 155
Goto step	“Adding a Goto step” on page 156
Transfer step	“Adding a Transfer step” on page 158
Disconnect step	“Adding a Disconnect step” on page 161
CLID/DNIS routing	NOTE: You must use CallPilot Manager. You cannot
	administer CLID/DNIS routing via telephone

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	Chapter 1 Getting started 19
Expected Wait Time tables	NOTE: You must use CallPilot Manager. You cannot
	administer EWT Tables via telephone.
Activity Codes	NOTE: You must use CallPilot Manager. You cannot
	administer Activity Codes via telephone.
Caller Input Rule Tables	NOTE: You must use CallPilot Manager. You cannot
	administer Caller Input Rule Tables via telephone.
Advanced Intelligent Caller Input Routing	NOTE: You must use CallPilot Manager. You cannot
	administer Advanced Intelligent Caller Input Routing via
	telephone.

Audience

This guide is for system administrators who configure, and maintain Contact Center on a BCM. To use this guide you must:

•be an authorized system administrator

•be knowledgeable of CallPilot and Contact Center

Acronyms

The following is a list of acronyms used in this guide.

Table 1

Acronym	Description
BCM	Business Communications Manager
CCR	Custom Call Routing
CDN	Control Directory Number
CFAC	Call Forward All Calls
CFB	Call Forward on Busy
CFNA	Call Forward No Answer
CLID	Calling Line Identification
CO	Central Office
COS	Class of Service
DID	Direct Inward Dialing
DN	Directory Number
DND	Do Not Disturb
DTMF	Dual Tone Multi-Frequency
EWT	Expected Wait Time
MWI	Message Waiting Indication
NVM	Norstar Voice Mail

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20 Chapter 1 Getting started

Symbols and text conventions

These symbols are used to highlight critical information for the BCM system:

Caution: Alerts you to conditions where you can damage the equipment.

Danger: Alerts you to conditions where you can get an electrical shock.

Warning: Alerts you to conditions where you can cause the system to fail or work improperly.

Note: A Note alerts you to important information.

Tip: Alerts you to additional information that can help you perform a task.

Security note: Indicates a point of system security where a default should be changed,

! or where the administrator needs to make a decision about the level of security required for the system.

Warning: Alerts you to ground yourself with an antistatic grounding strap before performing the maintenance procedure.

Warning: Alerts you to remove the BCM main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure.

NN40170-600

Chapter 1 Getting started 21

These conventions and symbols are used to represent the Business Series Terminal display and dialpad.

Convention	Example	Used for
Word in a special font (shown in	Pswd:	Command line prompts on display telephones.
the top line of the display)
Underlined word in capital letters	PLAY	Display option. Available on two line display
(shown in the bottom line of a two		telephones. Press the button directly below the
line display telephone)		option on the display to proceed.
Dialpad buttons	£	Buttons you press on the dialpad to select a
		particular option.

These text conventions are used in this guide to indicate the information described.

Convention

Description

bold Courier	Indicates command names and options and text that you need to enter.
text	Example: Use the info command.
	Example: Enter show ip {alerts|routes}.
italic text	Indicates book titles
plain Courier	Indicates command syntax and system output (for example, prompts
text	and system messages).
	Example: Set Trap Monitor Filters
FEATURE	Indicates that you press the button with the coordinating icon on
HOLD	whichever set you are using.
RELEASE

Related publications

This section provides a list of additional documents referred to in this guide.

CallPilot Manager Set Up and Operation Guide (NN40170-300)

CallPilot Telephone Administration Guide (NN40170-601)

Intelligent Contact Center Set Up and Operation Guide (NN40170-301)

Intelligent Contact Center Agent Guide (NN40040-101)

Intelligent Contact Center Supervisor Guide (NN40040-102)

Keycode Installation Guide (NN40010-301)

Nortel BCM 5.0 Administration and Security Guide (NN40170-603)

Nortel BCM 5.0 Configuration—Devices Guide (NN40170-500)

Intelligent Contact Center Telephone Administration Guide

22 Chapter 1 Getting started

How to get Help

This section explains how to get help for Nortel products and services.

Getting Help from the Nortel Web site

The best way to get technical support for Nortel products is from the Nortel Technical Support Web site:

http://www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. More specifically, the site enables you to:

•download software, documentation, and product bulletins

•search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues

•sign up for automatic notification of new software and documentation for Nortel equipment

•open and manage technical support cases

Getting Help over the phone from a Nortel Solutions Center

If you don’t find the information you require on the Nortel Technical Support Web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the following Web site to obtain the phone number for your region:

http://www.nortel.com/callus

Getting Help from a specialist by using an Express Routing Code

To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to:

http://www.nortel.com/erc

Getting Help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller.

NN40170-600

23

Chapter 2

About Contact Center telephone administration

Setting up Contact Center with a two line display telephone

You cannot use a single line display telephone to set up and administer Contact Center. You must use a two line display telephone. Two line display telephones show Contact Center commands and options. A two line display can show up to three display options at once. In some instances, an option does not have a corresponding display button, and you must select the option by pressing buttons on the diapad.

An example of a two line display

Display command line Display button options

Display buttons

Skillset 1: Enabled
SKILL	NEXT

System timeout

If you pause longer than 2 minutes (120 seconds) when you program Contact Center on a two line display telephone, the system times out and ends the session. This is a safety feature that prevents unauthorized use of the system.

For example, if the system times out before you enter all the settings for a skillset, you must use the procedures in “Changing skillset properties” on page 57 to finish setting up the skillset.

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24 Chapter 2 About Contact Center telephone administration

Using the dialpad

The buttons on your display telephone dialpad act as both numbers and letters. Each button represents a number and letters of the alphabet.

To enter a character	press the dialpad button that represents the letter or number. Press the
	button again to see the next letter or number.
To accept a character	press £ or press another button. When you press another button, the
	cursor advances and the display shows the first character on the new
	button.
To delete a character	press the BKSP display button.
Numbers and letters on the dialpad.
⁄ 1 ’ -	¤ A B C 2 a b c	‹ D E F 3 d e f
› G H I 4 g h i	fi J K L 5 j k l	fl M N O 6 m n o
‡ P Q R S 7 p q r s	° T U V 8 t u v	· W X Y Z 9 w x y z
• Quit	‚ Q Z Zero q z	£ Accepts the displayed letter and “,”
		(comma)

The display can show up to 16 characters. Whether the prompt remains on the display depends on the type of prompt that is displayed.

Pswd:1111

OTHR RETRY OK

Name:

RETRY BKSP OK

P

RETRY BKSP OK

This is an example of a display with fewer than 16 characters, where the command line prompt remains on the display.

This display shows the Name: command line prompt.

When you begin to enter the last name, the Name: command line prompt disappears. For example, if you enter the name Partridge, you press the pad ‡ for P, and the display drops the Name: prompt.

PARTRIDGE		Although the name is only nine characters long, the command line
RETRY BKSP	OK	prompt is not shown on the display after you enter the entire name.

The prompt disappears for these command line prompts:

•Name:

•Log:

•Dest ph:

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Chapter 2 About Contact Center telephone administration 25

Symbols and conventions used in this guide

These conventions and symbols are used to represent the Business Series Terminal display and dialpad.

Convention	Example	Used for
Word in a special font (in the top	Pswd:	Command line prompts on display telephones.
line of the display)
Underlined word in capital letters	PLAY	Display option. Available on two line display
(on the bottom line of a two line		telephones. Press the button directly below the
display telephone)		option on the display to proceed.
Dialpad buttons	£	Buttons you press on the dialpad to select a
		particular option.

About telephone buttons

This table shows the Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use.

		M7100, M7208, M7310,	M7100N, M7208N,
Button name	T7100, T7208, T7316	M7324	M7310N, M7324N
Feature	≤	ƒ
Handsfree	Bottom right-hand	©
	button
Hold	≥	˙
Volume Control	√	√
Release	®	®

You can enter ≤, ƒ or and the code to use a feature. For example, press ≤·°⁄ to access your mailbox.

The T7100 works differently from other telephones on your system because it does not have line buttons. Where other telephones require that you select a line button to answer a call, on the T7100 terminal you pick up the handset. Where other telephones require you to select a line button to take a call off hold, you press ≥ on the T7100 terminal.

On T7100 terminals, you can answer a second call by pressing ≥. Your active call is put on hold and you connect to the waiting call. You can have no more than two active calls at one time.

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26 Chapter 2 About Contact Center telephone administration

Feature codes

You use Feature Codes to perform Contact Center functions on your telephone.

Feature Codes are assigned during installation. This guide shows the default Feature Codes. Contact 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 Administrator has assigned custom Feature Codes, you can use the table “Feature Codes” on page 198 to record the Custom Feature Codes.

To determine the Feature Codes

Login/out: F9xx

NEXT

Ready Mode: F9xx

NEXT

1Press ≤·•⁄.

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

3Press NEXT.

4The display shows the name and number of the Ready Mode Feature Code.

5Press NEXT to see more Feature Codes.

6When the display shows QUIT you have seen all the Feature Codes.

7Press ® to end the session.

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Chapter 2 About Contact Center telephone administration 27

Programming a memory button with a Feature Code

Each Feature Code can be programmed to a memory button. Nortel recommends that you use memory buttons with indicators to program the Feature Codes. A memory button indicator is the triangle next to a memory button.

You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready status of agents. For information about how the status appears, see the Intelligent Contact Center Agent Guide (NN40040-101).

For information about using programmed memory buttons to monitor call activity, see Primary and Secondary alert times in “Skillset properties” on page 48.

To program a memory button

Program Features

Press a button QUIT

Feature Code:

QUIT

F__

QUIT CLEAR

Programmed

1Press ≤•‹.

Do not lift your handset.

2The display shows Program Features.

3Press a memory button with an LCD indicator.

4Press ≤.

5Enter the Feature Code number that you want to program.

For example, enter ·‚· to program the Display Waiting Calls Feature Code. See the tables “Feature Codes used by Contact Center agents” on page 30 and “Agent Feature Codes” on page 30 for the Feature Codes.

Repeat steps 1 through 5 for each Feature Code you want to program.

6The display shows that the button is programmed, and then ends the session.

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

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28 Chapter 2 About Contact Center telephone administration

Feature Codes used by Contact Center supervisors

	Use this Feature Code	To...
	Open Mailbox	• open skillset mailboxes
	≤·°⁄	• record skillset mailbox greetings
		• listen to messages in the skillset mailbox
	Operator Settings	• set or change the operator extension
	≤·°¤	• indicate whether the operator is available
		• select the day and night service modes for skillsets
		• change the password for Operator Settings
		For more information about the Operator Feature Code, see “Setting the Service
		Modes for skillsets” on page 174 and “Resetting the Operator password” on page
		193.
	Voicemail DN	• display the skillset mailbox number (Control DN) for each skillset
	≤·°fi	• display the extension for Message Waiting Indication for the skillset mailbox
		• reset the passwords of the Contact Center Administrator and the operator
		For more information about the Control DN, see “Determining a skillset mailbox
		number” on page 66.
		For more information about resetting the Operator and Contact Center
		Administrator passwords, see “Resetting the Contact Center Administrator
		password” on page 41 and “Resetting the Operator password” on page 193.
	Display Waiting Calls	• view real-time status information about skillsets. You can see how busy your
	Skillset Status	contact center is so that you can adjust skillset staffing
		• view whether a skillset is enabled or disabled
	≤·‚·
		• view the number of agents logged on to the skillset
		• view the number of calls waiting
		• view the longest wait time of a call
		To provide easy, one-button access to the this feature, program a memory button
		that has an indicator with ≤ ·‚·.
		Refer to “Programming a memory button with a Feature Code” on page 27.
	Log on/Log off	• log agents off if they forget to log off.
	≤·‚›	For information, see “To log an agent off” on page 128.
	Monitor agents	• lets you monitor agents
	≤·‚fi
	Supervisor Help	• lets you take agents’ help requests
	≤·‚fl

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		Chapter 2 About Contact Center telephone administration 29
	Not Ready	• activate or cancel the Not Ready feature on their telephone. If the work
	≤·‚°	resulting from a call requires extra time to complete, an agent can use the Not
		Ready Feature Code to prevent Contact Center from routing another call to
		them. If an agent makes a telephone call, or if a supervisor is monitoring a
		call, they first use the Not Ready Feature Code to activate the Not Ready
		feature. When the agent is ready to receive calls, they use this Feature Code
		to cancel the Not Ready feature and receive calls again.
		• If an agent does not answer a call within a certain number of rings, the call is
		returned to the skillset and the agent telephone is automatically placed into
		Auto Busy Mode or Auto Logout Mode. The agent must manually cancel the
		Auto Busy Mode feature by using the Not Ready Feature Code to continue to
		receive calls.

Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are used primarily by agents. For information about the Feature Codes used by agents, see “Feature Codes used by Contact Center agents” on page 30.

Note: While you use a feature, if you press the Feature ≤ button your present feature session ends. Do not press ≤ unless you want to end your current feature session.

Intelligent Contact Center Telephone Administration Guide

30 Chapter 2 About Contact Center telephone administration

Feature Codes used by Contact Center agents

If you have Custom Feature Codes, record them in the table “Feature Codes” on page 198.

Agent Feature Codes

For more information about Agent Feature Codes, see the Intelligent Contact Center Agent Guide (NN40040-101). For more information about Feature Codes used by supervisors, see the “Feature Codes used by Contact Center supervisors” on page 28.

	Agents use this Feature Code	To...
	Open Mailbox	• access messages in a skillset mailbox
	≤·°⁄
	Log on/Log off	• log on when they are in the office
	Monitor skillsets	• view the status of the skillsets they are logged on to. Agents can
	≤·‚›	program a memory button with the Log on/Log off Feature Code. The
		status of the calls waiting in the skillset is shown by the flash rate of
		the indicator. For more information, see “Skillset properties” on page
		48.
	Supervisor Help	• requests help from a supervisor
	≤·‚fl
	Activity Codes	• start a session where they can enter Activity Codes
	≤·‚‡
	Not Ready	• activate or cancel the Not Ready feature on their telephone. If the
	≤·‚°	work resulting from a call requires extra time to complete, an agent
		can use the Not Ready Feature Code to prevent Contact Center from
		routing another call to them. If an agent makes a telephone call, or if a
		supervisor is monitoring a call, they first use the Not Ready Feature
		Code to activate the Not Ready feature. When the agent is ready to
		receive calls, they use this Feature Code to cancel the Not Ready
		feature and receive calls again.
		• If an agent does not answer a call within a certain number of rings, the
		call is returned to the skillset and the agent telephone is automatically
		placed into Auto Busy Mode or Auto Logout Mode. The agent must
		manually cancel the Auto Busy Mode feature by using the Not Ready
		Feature Code to continue to receive calls.
	Display Waiting Calls	• see, during peak call periods, which skillsets have the most call
	≤·‚·	activity.

NN40170-600