Avaya Call Center User Manual

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Part No. P0605665 02 18 September 2003

Nortel Networks Call Center

Set Up and Operation Guide

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Nortel Networks Call Center Set Up and Operation Guide

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 NA Inc.

The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license. The software license agreement is included in this document.

Trademarks

NORTEL NETWORKS is a trademark of Nortel Networks.

Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

All other trademarks and registered trademarks are the property of their respective owners.

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Contents

Chapter 1

About Nortel Networks Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Professional and Basic Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Call Center features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Using CallPilot call routing with Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

A comparison of Basic and Professional Call Center . . . . . . . . . . . . . . . . . . . . . . . . . 13

Call Center maximum capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 2

About setting up Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Using CallPilot Manager to set up Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Enabling Software Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

About the CallPilot Manager interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Call Center password access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Setting up Call Center from 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

Checking which telephone mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . 26

Chapter 3

Using Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 28

Feature Codes used by Call Center Administrator and Supervisors . . . . . . . . . . . . . . 29

Feature Codes used by Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

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

Chapter 4

Setting up Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Adding an agent or a supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Adding more than one agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Changing agent information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Resetting an agent’s password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Deleting an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Forcing an agent off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

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Chapter 5

Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Setting up or changing a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Setting up CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Changing an agent’s priority in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Unassiging an agent from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Viewing agents in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Examples of using CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

CLID/DNIS Routing Table properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Changing a CLID/DNIS Route . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Dynamic Agent Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Chapter 6

Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Initializing a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Opening a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Resetting a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Examples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 68

Recording a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Deleting a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Checking skillset mailboxes for messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Playing skillset mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Replying to an external caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

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Chapter 7

Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

About setting up Off-premise Message Notification to a pager number . . . . . . . . 89

Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . 104

Chapter 8

Recording Call Center Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

About Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Examples of Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Recording a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Importing a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Exporting a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Chapter 9

Setting up Intelligent Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

About Intelligent routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Assigning Intelligent Overflow Routing to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Moving an Intelligent Overflow rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Modifying an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Deleting an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Chapter 10

Setting up Routing Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

About Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Expected Wait Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

How to set up EWT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Recording EWT greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Examples of EWT greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Setting up an EWT Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Deleting an EWT Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Changing an EWT Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Adding a Distribute for step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

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Assigning Routing Table hours of operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Changing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Chapter 11

Creating Caller Input Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Creating a Caller Input Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Using wildcard characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Changing a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Deleting a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Clearing a Caller Input Rule Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Setting the Service Mode for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Modifying Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Deleting Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

An example of using Intelligent Caller Routing, Advanced . . . . . . . . . . . . . . . . . 153

Changing the rule length for a Caller Input Table . . . . . . . . . . . . . . . . . . . . . . . . 156

Changing a Caller Input Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Chapter 12

Line administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Configuring several lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Chapter 13

Setting up Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . 163

Assigning the Call Center language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Primary and Secondary alert times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Master Client Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Supervisor Help Request Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Selection Method (Supervisor Help From) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Enable Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Setting up general Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

System Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Chapter 14

Monitoring Call Center call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

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Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Monitoring tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Logging on and monitoring agent calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

An agent requests help while you are in a monitoring session . . . . . . . . . . . . . . 174

About monitoring sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

To monitor skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

An example of monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Using a memory button to monitor calls waiting in skillsets . . . . . . . . . . . . . . . . 177

Taking some Not Ready time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Programming Not Ready to a memory button . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Changing your supervisor password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

How Supervisor Help works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Configuring Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

How to handle Supervisor help requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

How to handle missed requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

An example of retrieving an escalated request . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Chapter 15

Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Call Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 187

Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Chapter 16

Troubleshooting Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Resetting the Call Center Administrator password . . . . . . . . . . . . . . . . . . . . . . . 190

Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Important considerations about how agents use features . . . . . . . . . . . . . . . . . . 191

Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Problems enabling skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Problems viewing skillset settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Problems transferring calls to the voicemail extension . . . . . . . . . . . . . . . . . . . . 193

Call processing problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

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8 Contents

Chapter 17

Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Call Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Call Center Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Intelligent CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

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

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

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Chapter 1 About Nortel Networks Call Center

This guide leads a Call Center Administrator or a System Administrator through setting up and operating Call Center, and is an ongoing reference.

Call Center is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. Calls can be routed 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 or informative messages.

You set up and operate Call Center through CallPilot Manager, the web-based interface, and from a telephone. If you use the CallPilot 100/150 system you can set up and administer some Call Center functionality from a two line display telephone.

Professional and Basic Call Center

Basic Call Center and Professional Call Center are available. The table “A comparison of Basic

and Professional Call Center” on page 13 shows the differences between them. You can use Basic

Call Center on a CallPilot 100/150 system. You can use Basic or Professional Call Center on a Business Communications Manager 3.5 system.

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Call Center features

Call Center has many features that give your call center advanced and flexible call handling.

Intelligent Routing

Intelligent Routing gives you advanced methods for routing calls through your call center. How calls are directed is based on various input conditions.

Intelligent CLID/DNIS Routing:

• is the ability to route calls according to CLID/ANI, DNIS, ISDN Calling Number

• is applied when calls first enter the Call Center

• is available if you use Professional Call Center

Intelligent Caller Input Routing, Basic:

• is the ability to route calls to the Auto Attendant, a Custom Call Routing (CCR) Tree, the operator or a skillset mailbox

• routing is applied when the caller presses a telephone button in response to instructions played in a greeting

Intelligent Caller Input Routing, Advanced:

• includes the Basic capabilities plus the ability to create rules that route calls to other skillsets and locations depending on the caller input

• is available if you use Professional Call Center

• lets you change the priority of the call

Intelligent Overflow Routing:

• routes calls to an extension, a mailbox, an external phone number, the Auto Attendant, a skillset mailbox or a CCR Tree

• lets you change the priority of the call

Flexible routing steps

Agent priority and dynamic agent priority

Choice of call presentations

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You can assign these routing steps to Day and Night Routing Tables, Overflow and Advanced Call Input Routing:

• transfer to a mailbox

• transfer to an extension

• transfer to an external telephone number

• transfer to the Auto Attendant

• transfer to an operator

• transfer to a skillset mailbox

• transfer to a CCR Tree

• move to another skillset using Advanced Call Input Routing

You can assign agents a priority that represents their level of expertise. You can assign an agent a priority between 1 and 20, where 1 is the highest priority.

If you use Call Center Professional you can assign agents different priority levels depending on the skillset they are logged on to.

You can assign agents forced calls, or let agents answer calls manually.

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Chapter 1 About Nortel Networks Call Center 11

Dynamic call priority

Delegated access to Call Center

Multimedia Call Center

CallPilot Manager

Call monitoring

Call Center Reporting

You can have the priority of a call changed in the Intelligent CLID/DNIS Routing table, the Intelligent Caller Input Routing Table and the Intelligent Overflow Routing table.

With call priority, all calls that have a higher priority are handled before lower priority calls, no matter how long the lower priority calls are waiting. For an example of using Intelligent Overflow Routing to control call priority, see “Example 2” on page 113.

You or the System Administrator can create a password to give a supervisor access to Call Center administration.

If you have Multimedia Call Center enabled, agents can have multimedia sessions with callers. Callers click an HTML link to connect to the call center.s

CallPilot Manager is a web-based interface you can use to administer CallPilot and Call Center.

Agents can monitor the call activity in the skillsets they are logged on to. You and supervisors can monitor the call activity per skillset or on a system wide basis.

You can generate the System Configuration report to view Call Center settings.

If you have Call Center Reporting enabled, you can view real time statistics and comprehensive management information about the day-to-day performance of your call center.

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12 Chapter 1 About Nortel Networks Call Center

Using CallPilot call routing with Call Center

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

• answer incoming calls

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

• provide advanced voicemail, Auto Attendant and call handling capabilities

CallPilot has two powerful call routing features: Auto Attendant (AA) and Custom Call Routing (CCR). These features route incoming calls to telephones and voice mailboxes. You can also use these features to route calls to Call Center skillsets.

Auto Attendant

The Auto Attendant answers incoming calls and presents callers with a greeting. After the greeting, the Auto Attendant Menu offers callers a range of options that they can select using the dialpad of their telephone. Using these options, callers can transfer themselves from the Auto Attendant to a skillset by entering the Control DN of the skillset.

Note: Include the number of the Control DN in your Auto Attendant Greeting.

For information about how to configure the Auto Attendant, refer to the CallPilot Set Up and Operation Guide.

Custom Call Routing (CCR)

With CCR you can replace the Auto Attendant menu with an expanded menu that can include several sub-menus to offer callers a wider range of options. You can give callers access to a Call Center skillset by adding an internal transfer that transfers the caller to the Control DN of the skillset.

For more information about transfers and CCR, refer to the CallPilot Manager Set Up and Operation Guide.

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Chapter 1 About Nortel Networks Call Center 13

A comparison of Basic and Professional Call Center

Features Basic Call Center for

CallPilot 100/150

Number of skillsets 2 50 2

Number of configured agents (available agent IDs)

Number of agent priority levels 20 20 20

Dynamic agent priority levels Not available 20 Not available

Number of active agents 10 80 10

Number of active calls in all skillsets

Maximum number of active calls per skillset

Number of lines that can be configured for Call Center

Number of voice ports (shared with CallPilot or dedicated)

Number of routing tables per skillset

20 250 20

15 100 15

CallPilot 150: 8 CallPilot 100: 4

222

Professional Call Center for Business Communications Manager 3.5

32 32

Basic Call Center for Business Communications Manager 3.5

Number of greetings 10 150 30

Number of steps per routing table

Number of overflow rules per skillset

Number of skillset mailboxes 2 50 2

Number of supervisors 10 80 10

Supervisor functionality, including call monitoring

Maximum number of simultaneous monitoring sessions

Caller Input Tables -- 50 --

Intelligent Caller Input Routing, Basic: the ability to route a call to an Operator, Auto Attendant, skillset mailbox, CCR Tree or internal or external number

20 20 20

Muted monitor Silent monitor Silent monitor

7 77

Available Available Available

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Features Basic Call Center for

CallPilot 100/150

Intelligent Caller Input Routing, Advanced: the ability to route a call based on multi-digit fixed or variable strings

Delegated Call Center Administration: the System Administrator can create a password to give a Call Center Administrator or supervisor access to Call Center administration.

Intelligent Overflow Routing: rules you create to overflow, change the priority of, and move calls to multiple skillsets, a skillset mailbox, an internal or external number, a mailbox, the Auto Attendant or an operator.

Intelligent CLID/DNIS Routing Not available Available Not available

Overflow rules per skillset 20 20 20

Not available Available Not available

Available Available Available

Professional Call Center for Business Communications Manager 3.5

Basic Call Center for Business Communications Manager 3.5

Overflow skillsets 1 49 1

Service Mode: you specify the start and end times for the day and night skillset for each day of the week

Limited Feature 983 telephone administration

CallPilot Manager

Call Center Reporting Enabled with optional

Software Authorization Code

Expected Wait Times Not available 20 tables 5 tables

Available Available Available

Available Not available Not available

Available with Call Center Professional. Must be

Available

enabled with the Software Authorization Code with the Call Center Professional Upgrade.

Available

Enabled with optional Software Authorization Code

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Call Center maximum capacities

The Call Center maximum configuration limits are:

BCM Professional BCM Basic CallPilot 100/150 Basic

Active agents 80 10 10

Configured lines 48 15 48

Skillsets 50 2 2

Maximum active calls per skillset

48 15 30

Note: We recommend that you do not configure more than 48 lines. Up to 24 of these can be VoIP trunks.

How to get help

USA and Canada

Authorized Distributors - Technical Support

Telephone:

1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#.

Website:

http://www.nortelnetworks.com/support

Presales Support (CSAN)

Telephone:

1-800-4NORTEL (1-800-466-7835) Use Express Routing Code (ERC) 1063#

EMEA (Europe, Middle East, Africa)

Technical Support - CTAS

Telephone:

00800 800 89009

Fax:

44-191-555-7980

email:

emeahelp@nortelnetworks.com

CALA (Caribbean & Latin America)

Technical Support

Telephone: 1-954-858-7777

email:

csrmgmt@nortelnetworks.com

APAC (Asia Pacific)

Technical Support

Telephone:

+61 388664627

Fax:

+61 388664644

email:

asia_support@nortelnetworks.com

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Chapter 2 About setting up Call Center

You can set up Call Center using a display telephone on your phone system, or using the web-based CallPilot Manager on a web browser from a computer on your network. For some Call Center tasks, such as initializing skillset mailboxes, you must use a phone. If you use Basic Call Center on CallPilot 100/150 you can do many Call Center tasks from a phone. Refer to the CallPilot 100/150 Call Center Telephone Administration Guide for more information.

Using CallPilot Manager to set up Call Center

CallPilot Manager operates on a CallPilot 100/150 or Business Communications Manager 3.5 system. You access CallPilot Manager on a web browser from a computer on your network.

System requirements

Before you use CallPilot Manager, your Business Communications Manager 3.5 or CallPilot 100/ 150 system must be configured and Call Center must be enabled. For how to enable software authorization codes for Call Center, refer to “Enabling Software Authorization Codes” on page 18.

Computer requirements

The computer you use to run CallPilot Manager must have:

• Windows 95 or later, with P133 or later CPU (or compatible)

• 64 MB RAM, 10 MB disk space

• Minimum screen resolution of 1024 X 768 pixels

Browser requirements

To use CallPilot Manager you must have:

• Java Virtual Machine 5.0 (build 5.0.0.3188 or later)

• either Microsoft Internet Explorer 4.0 or later, or Netscape Communicator 4.0.5 or later, but

not Netscape 6.0

If you use Netscape Communicator, set these parameters:

• Enable Java: on

• Cached document comparison: every time

• If you use Netscape Communicator version 4.77 and not all the Call Center settings shown in

this guide appear in your browser, refresh the browser by clicking the View menu and clicking Reload. If you still cannot view the settings, upgrade your browser.

If you use Microsoft Internet Explorer, set the following parameters:

• Check for newer versions: every visit to the page

• Java JIT compiler enabled: on

For more information about these settings, refer to your web browser online Help.

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Enabling Software Authorization Codes

You enable software authorization codes to install Call Center, to increase the number of agents at your call center, and to enhance your call center with options such as Multimedia Call Center and Call Center Reporting.

To enable a software authorization code for Business Communications Manager

1 Point your web browser to the URL

https://<IP address>:6800 where <IP address> is the IP address of Business Communications Manager. The Business Communications Manager Unified Manager screen appears.

2 Click the Configure button.

The Login screen appears.

3 In the User ID box type the supervisor user ID. The default user ID is ee_admin.

4 In the Password box type the supervisor password. The default password is PlsChgMe!

5 Click the Login button.

The Business Communications Manager screen appears.

6 Click the System key.

7 Click the Licensing heading.

The Licensing Setting screen appears.

8 On the Configuration menu click Add a Keycode.

The Applied Keycodes screen appears.

9 In the Keycode box type the number of the software authorization code for the option you

want to install.

10 Click the Save button.

11 If you enable the software authorization code for Call Center or Professional Call Center, you

must reboot your system by following steps 12 through 14. If you enabled any other software authorization codes you do not have to reboot your system.

12 Choose System in the navigation tree.

The Logoff menu is enabled.

13 On the Logoff menu, click Reboot.

A message appears that asks you to confirm your request to reboot.

14 Click the Yes button to reboot.

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Chapter 2 About setting up Call Center 19

To enable a software authorization code for CallPilot 100/150

1 Start CallPilot Manager.

2 Click the Configuration heading.

3 Click the Installed Options link.

The Installed Options page appears.

4 In the Keycode boxes type the software authorization code for the option you want to install.

5 Click the Add button.

The option you installed appears in the Installed Options list.

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To start CallPilot Manager on Business Communications Manager

1 Point your web browser to https://<IP address>:6800/CallPilotManager

where <IP address> is the IP address of Business Communications Manager 3.5. For information about the IP address, ask your network administrator. The Administration Login page appears.

2 In the Password box, type the System Administrator password.

3 Click the Submit button.

The CallPilot Manager Main Menu appears.

To start CallPilot Manager on CallPilot 100/150

1 Point your web browser to https://<IP address>/CallPilotManager.

Where <IP address> is the IP address of the CallPilot 150. For information about the IP address, ask your network administrator. The Administration Login screen appears.

2 In the Password box, type the System Administrator password.

3 Click the Submit button.

The CallPilot Manager Main Menu appears.

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Chapter 2 About setting up Call Center 21

About the CallPilot Manager interface

Headings expand and display their links when you click them

Returns to the Main page

Click a link to display its page in the right frame

Quits CallPilot Manager

Opens online Help

System timeout

A CallPilot Manager session times out after 10 minutes of inactivity. This is a security feature that prevents unauthorized access to the system.

If your session times out, the login page appears and a message that says that the session has expired. You must log on to continue programming Call Center.

If the system times out while you are working on a page, any settings that you have not entered on the system by pressing the Submit button are not entered.

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Call Center password access

If you want to limit access to CallPilot Manager, you can create or change a Call Center Administrator password that limits CallPilot Manager access to just the Call Center settings.

To create a Call Center Administrator password

1 Start CallPilot Manager.

2 Click the Configuration heading.

3 Click the Access Passwords link.

The Access Passwords page appears.

4 In the Call Center Administration box enter the Call Center Administrator password.

The password must be from four to eight numbers long and cannot start with zero.

5 In the Confirmation box enter the Call Center Administrator password.

6 Click the Submit button.

The Call Center Administrator can log on using this password.

If you create a Call Center Administrator password, the Call Center settings that can be accessed are:

• Agent List

• Add Many Agents

• Skillset List

• General Properties

• Greetings

• Caller Input Rules

• CLID/DNIS Routing Table

• Expected Wait Time

(unavailable on CallPilot 100/

150.)

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Chapter 2 About setting up Call Center 23

Setting up Call Center from a two line display telephone

You cannot use a single line display telephone to set up and administer Call Center on CallPilot 100/150. You must use a two line display telephone. Two line display phones show CallPilot and Call 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

Call Center agents can use two line display telephones and one line display telephones. Supervisors must use two line display telephones with the handsfree mute feature. Non display telephones, such as telephones attached to an analog terminal adapter, cannot be used for Call Center agent tasks. We recommend that you read the telephone user card for your telephone before proceeding.

Note: If you use a phone to set up Call Center on CallPilot 100/150, you must use a two line display telephone. You can use a phone to set up Call Center only if you use CallPilot 100/150. You cannot use a phone to set up Call Center if you use Business Communications Manager. You can also use CallPilot Manager to set up Call Center.

System timeout

If you pause longer than 2 minutes (120 seconds) when you program Call 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.

Skillset 1: Enabled SKILL NEXT

If the system times out while you are setting up Call Center, the settings are entered in the system. To continue programming, you must log on again and change the settings.

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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

To accept a character

To delete a character

Letters and numbers on the dialpad

1 ’ -

⁄

G H I 4 g h i

›

P Q R S 7 p q r s

‡

Quit

•

The display can show up to 16 characters. The prompt remains on the display if you enter fewer than ten characters. If you enter information where the prompt and the information is fewer than 16 characters, you can see both the prompt and the information you enter.

press the dialpad button that represents the letter or number. Press the button again to see the next letter or number.

press cursor advances and the display shows the first character on the new button.

press the

ﬁ

‚

or press another button. When you press another button, the

BKSP

display button.

A B C 2 a b c

J K L 5 j k l

T U V 8 t u v

Q Z Zero q z

D E F 3 d e f

‹

M N O 6 m n o

ﬂ

W X Y Z 9 w x y z

Accepts the displayed letter

enters a comma (,)

Pswd:1111 OTHR RETRY OK

Name: RETRY BKSP OK

P RETRY BKSP OK

PARTRIDGE RETRY BKSP O K

The prompt disappears for these command line prompts:

• Name:

• Log:

• Dest ph:

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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

When you begin to enter the last name, the

Name:

command line prompt.

Name:

command line prompt disappears. For example, if you enter the name Partridge, you press

‡

for P, and the display drops the

Name:

prompt.

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

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Chapter 2 About setting up Call Center 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 is in a special font (in the top line of the display)

Underlined word in capital letters (shows bottom line of a two line display telephone)

Dialpad buttons

About telephone buttons

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

Button name T7100, T7208, T7316

Feature

Handsfree Bottom right-hand

Hold

Volume Control

≤ ƒ ƒ

button

≥˙ ˙ ˙

√ √ √

Pswd:

PLAY

Command line prompts on display telephones.

Display option. Available on two line display telephones. option on the display to proceed.

Buttons you press on the dialpad to select a particular option.

M7100, M7208, M7310, M7324

Press the button directly below the

M7100N, M7208N, M7310N, M7324N

Release

You can enter

≤·°⁄

≤, ƒ

to access your mailbox.

® ® ®

and the code to use a feature. For example, press

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 T7100 terminals, you can answer a second call by pressing

on the T7100 terminal.

. 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 setting up Call Center

Checking which telephone mailbox interface you use

CallPilot supports two interfaces: Norstar Voice Mail and CallPilot. The System Administrator determines which interface is assigned to your mailbox.

Follow the procedures in this guide that apply to the interface you use. Some procedures apply to both interfaces.

To check which mailbox interface you use

·°⁄

0 new 0 saved PL AY REC AD MI N

1 Press

2 Check the display to see which interface you use:

≤

Follow the voice prompts or the display button options to open your mailbox.

This is the Norstar Voice Mail interface.

No messages COMP MBO X EXIT

This is the CallPilot interface.

3 Press

to end the session.

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Page 27

Chapter 3 Using Feature Codes

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

Feature Codes

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

196 to record the Custom Feature Codes.

To determine the Feature Codes

Ready Mode: F9xx

1 Press

2 The display shows the name and number of the Log In/Log Out

3 Press

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

5 Press

6 When the display shows

7 Press

≤·•⁄

Feature Code. xx represents a number between 00 and 99.

Code.

to see more Feature Codes.

to end the session.

QUIT

you have seen all the Feature Codes.

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28 Chapter 3 Using Feature Codes

Programming a memory button with a Feature Code

Each 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.

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, refer to the Nortel Networks Call

Center Agent Guide.

For information about using programmed memory buttons to monitor call activity, refer to

“Primary and Secondary alert times” on page 165.

To program a memory button

Program Features

Press a button QUIT

Feature Code: QUIT

F__ QUIT CLEAR

Programmed

1 Press

≤•‹

Do not lift your handset.

2 The display shows

Program Features

3 Press a memory button with an LCD indicator.

≤

4 Press

5 Enter 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 Call 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.

6 The 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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Page 29

Chapter 3 Using Feature Codes 29

Feature Codes used by Call Center Administrator and Supervisors

Use this Feature Code To...

Open Mailbox

≤ ·°⁄

Operator Settings

≤ ·°¤

Voicemail DN

≤ ·°ﬁ

Display Waiting Calls Skillset Status

≤ ·‚·

• open skillset mailboxes

• record skillset mailbox greetings

• listen to messages in the skillset mailbox

• 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 on using the Operator Feature Code, refer to “Setting the

Service Mode for skillsets” on page 142 and “Resetting the Operator password” on page 189.

• display the skillset mailbox number (Control DN) for each skillset

• display the extension for Message Waiting Indication for the skillset mailbox

• reset the passwords of the Call Center Administrator and the operator

For information on the Control DN, refer to “Determining a skillset mailbox number”

on page 60.

For information on resetting the Operator and Call Center Administrator passwords, refer to “Resetting the Operator password” on page 189.

• view real-time status information about skillsets. You can see how busy your call 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 28.

≤ ·‚·

Log on/Log off

≤·‚›

Monitor agents

≤·‚ﬁ

Supervisor help

≤·‚ﬂ

Not Ready

≤·‚°

Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are used primarily by agents. For information on the Feature Codes used by agents, refer to “Feature

Codes used by Call Center agents” on page 30.

Note: While you use a feature, if you press the Feature ends. Do not press

• log on or off.

• lets you monitor agents

• lets you take agents’ help requests (not available on CallPilot 100/150.)

• extend a Break Time period if agents need time after calls to do paperwork or

wrap up tasks. For more information about Break Time properties for a skillset, refer to “Break Time” on page 42.

≤ button your present feature session

≤

unless you want to end your current feature session.

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30 Chapter 3 Using Feature Codes

Feature Codes used by Call Center agents

If you have Custom Feature Codes, record them in the table “Feature Codes” on page 196.

Agent Feature Codes

For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent Guide. For more information on Feature Codes used by supervisors, refer to the “Feature Codes

used by Call Center Administrator and Supervisors” on page 29.

Agents use this Feature Code To...

Open Mailbox

≤ ·°⁄

Log on/Log off Monitor skillsets

≤·‚›

Not Ready

≤·‚°

Display Waiting Calls

≤ ·‚·

• access messages in a skillset mailbox

• log on when they are in the office

• 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 refer to “Primary and Secondary

alert times” on page 165.

• 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 Call Center from routing another call to them. If an agent makes a phone call, or if a supervisor is monitoring a call, they first use the Not Ready Feature Code to make themselves busy. 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.

• Agents who answer calls only during peak call periods can use Display Waiting Calls to see which skillsets have the most call activity.

Supervisor Help

≤·‚ﬂ

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• requests help from a supervisor (not available on CallPilot 100/150)

Note: While you are using a feature, if you press the Feature feature session ends. Do not press

≤

unless you want to end your current feature

session.

≤

button your present

Page 31

Chapter 4 Setting up Call Center agents

Agents handle the calls in your call center. Supervisors are agents with additional capabilities. Supervisors can change their own password and monitor calls between agents and callers.

About adding agents

Before you can add agents to your Call Center you must purchase and enable a Software Authorization Code for the number of agents that you want to add. The number of agents you can add to your call center is determined by the number of agents the Software Authorization Code enables. For how to enable a Software Authorization Code refer to“Enabling Software

Authorization Codes” on page 18.

For more information about Call Center agents, refer to the Nortel Networks Call Center Agent Guide.

Agent properties

Agent ID

Name

Supervisor

Automatic Answer

Each agent is assigned a unique ID number. Call Center assigns the lowest available ID number. You can assign a different ID number. Statistics are collected and reported for each ID number. For more information on statistics, refer to “Monitoring call activity” on page 171 and refer to the

Nortel Networks Call Center Reporting Set Up and Operation Guide

Agent ID is based on whether you use Basic or Professional Call Center, and whether you use a CallPilot 100/150 or Business Communications Manager 3.5.

The agent name can be a maximum of 13 characters. If you do not enter a name, a default agent name appears as the word number, for example, same first seven characters. If you use Call Center Reporting, it truncates the agent name after the first seven characters and your agent names appear identical.

Super represents the status of the agent. No in the Super column means that an agent that does not have supervisor status. Yes in the Super column means that an agent has supervisor status.

Automatic Answer is optional. Select Automatic Answer if you want to force-deliver calls to an agent.

If Automatic Answer is enabled, the agent hears a tone on their telephone and headset that indicates that a call is delivered. The agent is automatically in the handsfree mode. It is important that agents use the Not Ready feature when they are not available to receive calls.

If Automatic Answer is not enabled, calls ring at the agent's telephone and the agent must answer calls manually.

NOTE: For how to use Automatic Answer with the telephones you use in your Call Center see “Automatic Answer” on page 192.

Agent12

. Do not create agent names that have the

Agent

and the ID

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32 Chapter 4 Setting up Call Center agents

Missed Call Option

Accepted Call Types

Priority

The Missed Call Option controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent out of their skillset if they do not answer a call.

The default is Make Not Ready (Return to Skillset).

To assign how many rings before the Missed Call Option, change the timer for Transfer Callback Timeout.

• If you use a Business Communications Manager 3.5 system, refer to “Timers” section of the “Configuring System Settings” chapter of the

Business Communications Manager 3.5 Programming Operations

Guide

• If you use a CallPilot system, refer to the

Guide.

Accepted Call Types are Voice calls only, Multimedia calls only, or both. If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear.

For more information on Multimedia Call Center refer to the

Center Set Up and Operation Guide.

If you use Basic Call Center, assign a priority to the agent. If the method of call distribution for the skillset is Preferred, the agent with the highest priority receives the call. The agent priority ranges from 1 to 20. 1 is the highest agent priority for the most qualified agents. The default value is 10. For more information about method of call distribution refer to “Method” on

page 42.

Norstar System Coordinator

Multimedia Call

In addition to these agent properties, if you use Professional Call Center you can assign agents Dynamic Priority when you assign them to a skillset. For more information refer to “Dynamic

Agent Priority” on page 51.

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Page 33

Adding an agent or a supervisor

You can use the table “Call Center agents” on page 200 to record the agents you add.

To add an agent

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the Agent List link.

The Call Center Agent List appears.

4 Click the Add button.

The Add Agent page appears.

Chapter 4 Setting up Call Center agents 33

5 If you want to change the Agent ID number, in the Agent ID box type the new Agent ID.

6 In the Name box type the name of the agent.

Do not use the same first seven characters for an agent name. For more information about agent names refer to “Name” on page 31.

7 Select the Supervisor check box if you want to give the agent supervisor functionality.

The default is not selected.

8 Select the Automatic Answer check box if you want calls to be force-delivered to the agent.

The default is not selected.

9 From the Missed Call Option list box select Make Not Ready (Return to Skillset) or

Automatic Logout.

10 From the Accepted Call Types list box select Voice, Voice Button or Both.

If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear.

11 If you use Basic Call Center, from the Priority list box select a priority for the agent.

12 Click the Submit button.

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Adding more than one agent

You can save time by adding more than one agent at a time. When you add multiple agents, the agents have the default agent name and parameters.

You can use the table “Call Center agents” on page 200 to record the agents you add.

To add more than one agent

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the Add Many Agents link.

The Add Many Agents page appears.

4 In the From box type the lowest agent ID number of the agents you want to create.

5 In the To box type the highest agent ID number of the agents you want to create.

The Agent ID numbers you enter must be between 1 and 250.

6 Select the Supervisor check box if you want the agents to have Supervisor status.

7 Select the Automatic Answer check box if you want calls to be force-delivered to the agents.

8 From the Missed Call Option list box select Make Not Ready (Return to Skillset) or

Automatic Logout.

9 From the Accepted Call Types list box select Voice, Voice Button or Both.

If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear.

10 If you use Basic Call Center, from the Priority list box select a priority from 1 to 20 for the

agent.

11 Click the Submit button.

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Note: Any agents who have an agent ID number that is between the numbers you enter in the From and To boxes are not changed. These agents are not included in the number of agents added.

Page 35

Changing agent information

You can change an agent’s:

• name

• supervisor status

• Automatic Answer setting

• Missed Call Option

• Accepted Call Types

Note: An agent must be logged off before you can change their information.

To change agent information

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the Agent List link.

The Agent List page appears.

Chapter 4 Setting up Call Center agents 35

4 Click the Change link for the agent you want to change.

The Change Agent page appears.

5 Change the properties that you want to change for the agent.

6 Click the Submit button.

Repeat steps 4 and 5 for each agent you want to change.

Resetting an agent’s 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 an agent’s password

1 Log on to CallPilot Manager.

2 Click the Call Center heading.

3 Click the Agent List link.

The Agent List page appears.

4 Click the Reset Password link for the agent whose password you want to reset.

A message appears that asks you to confirm the request to reset the password.

5 Click the OK button.

A message appears that the agent’s password is reset. The agent password is set to 0000.

6 Click the OK button.

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Deleting an agent

Deleting an agent removes the agent from Call Center. The agent is removed from the Agent List and all the skillsets they are assigned to.

If you want to remove an agent from a skillset, refer to “Unassiging an agent from a skillset” on

page 54.

To delete an agent

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the Agent List link.

The Agent List page appears.

4 Click the Delete link for the agent you want to delete.

A message appears that asks you to confirm the deletion.

5 Click the OK button.

A message appears that says the agent is deleted.

6 Click the OK button.

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Page 37

Forcing an agent off

Agents usually log out when they are no longer available to receive calls. If an agent leaves and does not log off, you can force the agent off. An agent that is forced off does not receive any new Call Center calls.

To force an agent off

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the Agent List link.

The Agent List page appears.

4 Click the Force Off link for the agent you want to log off.

A message appears that asks you to confirm the request to force off the agent.

5 Click the OK button.

A message appears that says the agent is logged off.

6 Click the OK button.

7 To log the agent off, click the OK button.

The agent status changes to Logged Off on the Agent List page.

Chapter 4 Setting up Call Center agents 37

Note: If the agent you force off is on a call, the call is not interrupted.

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Page 39

Chapter 5 Setting up skillsets

About skillsets

Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold calls for different call center departments, such as sales and technical support.

The maximum number of skillsets you can set up depends on whether you have Basic or Professional Call Center, and whether you use the CallPilot 100/150 or Business Communications Manager 3.5 system. For more information refer to “Number of skillsets” on page 13.

You cannot change the properties of a skillset while it is in use. For more information, refer to

“Skillset properties” on page 40 and “Configuring lines” on page 160.

How incoming calls are sent to a skillset

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

• You assign a line to be answered directly by a skillset. For information about assigning lines refer to “Line administration” on page 159.

• A receptionist, agent or subscriber receives a call and transfers the call to a skillset. They can transfer the call to a skillset by pressing CDN of the skillset. The receptionist, agent or subscriber must not use the Call Pickup feature.

• The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that routes them to the CDN of the skillset. For more information, refer to “Auto Attendant” on

page 12 and “Custom Call Routing (CCR)” on page 12.

• Calls can be forwarded to the CallPilot extension of the skillset by Call Forward All Calls (CFAC), Call Forward No Answer (CFNA) or Call Forward On Busy (CFB). For information about these features, refer to the Business Communications Manager 3.5 Programming Operations Guide or the Norstar System Coordinator Guide.

Note: Agents are restricted in how they can use CFAC, CFNA and CFB. For more information refer to “Important considerations about how agents use features” on page

191.

≤‡‚

TRANSFER

and entering the

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40 Chapter 5 Setting up skillsets

Skillset properties

Skillset

Control DN

The number between 1 and 50 that is assigned to the skillset.

The Control Directory Number is the extension associated with the skillset. Incoming calls transfer to the CDN of each skillset from extensions, the Automated Attendant or Custom Call Routing. The CDN is the skillset mailbox number.

You can use B2 DNs on Business Communications Manager systems only if you have upgraded your system to 3.5. If you have a new Business Communications Manager system, you cannot use B2 DNs.

If you use Interactive Voice Response or any other application that uses Auto Assign, you must delete any Call Center CDNs before you install the other applications. After you install the applications you must set up the Call Center CDNs again.

When you assign a CDN to a skillset:

• If you use Business Communications Manager, do not program any new skillsets to use DNs that reside on ports 01xx or 08xx (or 07xx) if you use a 5/3 split system). Neither Call Center nor other system components (including the core) are guaranteed to be robust with this configuration. This does not apply to you if you use a CallPilot 100/150 system.

• It can be a B1 extension number that is not connected to any telephone or peripheral.

• It can be a B2 extension that is not connected to a B2 application.

• If a telephone or any other device uses the same extension the call

center will not answer calls.

• On a Business Communications Manager system, you can determine the range of B1 extensions by using the Unified Manager. The DNs do not have to be physically equipped with a Media Bay Module.

• The system assigns a skillset mailbox that uses the CDN as its mailbox number. You must initialize the mailbox before you can use the skillset or the mailbox.

• Do not rename a telephone DN to a CDN used by Call Center.

• Do not assign IP telephones to the DN used by Call Center. The user

does not receive an error message if this happens, even though IP telephones usually warn a user if there are conflicting telephone DNs. Therefore, ask your System Administrator for a list of the CDNs that are used by Call Center.

• Do not use any CDNs that are used by Interactive Voice Response as Call Center CDNs.

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Page 41

Chapter 5 Setting up skillsets 41

You can use B2 CDNs if:

• you use a CallPilot 150 platform. CallPilot 150 has a B2 DN for every B1.

• you use a Business Communications Manager system that has legacy B2 CDNs.

Your Call Center has legacy B2 CDNs if:

- you have upgraded your system to 3.5 and

- your Business Communications Manager system is in Partial Double Density mode (this is the default mode) and the B2s on buses 6 and 7 were configured as CDNs before the upgrade.

About Partial Double Density mode:

A B2 extension is a spare extension that exists on buses 6 and 7 only if you have Partial Double Density mode enabled. All other buses have only B1 extensions, no matter what mode the Business Communications Manager is in.

Partial Double Density mode is the default setting for Business Communications Manager 3.5.

Partial Double Density mode allows compatibility with Companion base stations.

You can manually change CDNs from B1s to B2s by entering a B2 CDN in the skillset properties. If the Business Communications Manager is changed to Full Double Density mode, the system will change the B2 CDNs to B1s.

Name

About using B1 and B2 extensions:

• We recommend that you use B1 CDNs over B2 CDNs. B1 CDNs have better functionality than B2 CDNs.

• A B1 extension number is the extension number that you dial to call a telephone or peripheral. A B2 extension is a spare extension.

• All other buses have only B1 extensions. They do not have B2 extensions no matter what mode the Business Communications Manager 3.5 is in.

• Both B1 and B2 extensions can answer external calls.

• Both B1 and B2 extensions can have external calls transferred to them

by a third person.

• B1 extensions allow a set to be CFB or CFNA to them. B2 extensions do not support CFB or CFNA. Therefore a skillset that uses a B2 CDN cannot have calls forwarded to it from telephone programming.

• B2 CDNs cannot be used as a prime set for target lines.

For information about determining available B1 and B2 extensions on buses 6 and 7 when you use Partial Double Density mode, refer to the

Business Communications Manager 3.5 Programming Operations Guide.

The skillset name is displayed:

• on Call Center displays to identify the skillset

• in reports

• as the skillset mailbox name

The skillset name can be a maximum of 16 characters. If you do not enter a name, the skillset name defaults to The name for each skillset is the same as the skillset mailbox name.

SKILLn

where n is the skillset number.

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42 Chapter 5 Setting up skillsets

MWI DN (Message Waiting Indication extension)

Method (Method of Call Distribution)

Break Time

Delay Answer

The Message Waiting Indication extension is an optional phone number that indicates that a skillset mailbox has messages waiting. The MWI extension that you assign shows when there are new messages in the skillset mailbox. The MWI DN defaults to None. If you forget the MWI extensions for a skillset mailbox, you can view the MWI extensions by using the procedure “Determining a

skillset mailbox number” on page 60.

The method of call distribution determines to which of several available agents to route the call. There are two methods of call distribution: Least Busy and Preferred. Least Busy routes the call to the agent who has been available the longest. Preferred routes the call to the agent with the highest priority (best qualified agent is 1). If there are several agents with the highest priority, the agent available longest with that priority will be selected. The default method of call distribution is Least Busy.

If you use Call Center Professional you can assign agents different priorities depending on the skillsets they belong to. For more information refer to “Dynamic Agent Priority” on page 51.

Break Time is a time period for agents to complete paperwork after they finish a call. After an agent completes a call, they are taken out of the skillset for the Break Time. The agent can extend or cancel the Break Time by using the Not Ready Feature Code. For more information, refer to “Not

Ready” on page 29. The Break Time period can last from zero to 59

minutes, 59 seconds. The Break Time defaults to 30 seconds. You can change the Break Time period to zero if an agent does not need a Break Time.

Delay Answer is a toll-saving feature that prevents Call Center from answering calls and playing greetings when there are no agents available. When a call comes in on a line belonging to a skillset that has no free agents, the call is not answered until either the Delay Answer time elapses or an agent becomes available, whichever happens first. During the Delay Answer time, the waiting callers hear ringback.

To activate the Delay Answer feature, enter a time for Delay Answer. The Delay Answer time can be a minimum of zero seconds and a maximum of 10 minutes. The default Delay Answer time is 00:00.

Message for you

on the telephone display

Attendant extension

Language preference

Use previous _ calls to calculate EWT

EWT Increase Allowed

Initial Call Duration

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The attendant extension is the extension used if a caller requests to talk to the operator after the caller transfers to the Automated Attendant or CCR. The attendant extension is optional. If you do not assign an attendant extension, the call is sent to the system attendant extension. If a call is transferred to an Auto Attendant greeting table, the call is sent to the greeting table attendant.

Language preference can be either Primary or Alternate. The language preference is the language choice used for prompting callers who transfer to the Automated Attendant or CCR. Language preference appears only on a system that is configured as bilingual.

You can enter a number between 2 and 256 calls.

Selected by default, which means that EWT will not increase, and any EWT greetings use the last EWT time to play a greeting. (BCM only).

The Initial Call Duration is used to compute expected wait time until sufficient call statistics are obtained. This can be a value between 00:01:00 and 24:00:00 hr. (Business Communications Manager only).

Page 43

Setting up or changing a skillset

You can record skillset properties in the table “Call Center skillsets” on page 197.

Note: Before you can change a skillset you must disable the skillset and wait until there are no calls in the skillset. You cannot change a skillset while it is in use.

To set up or change a skillset

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the Skillset List link.

The Skillset List page appears.

Chapter 5 Setting up skillsets 43

4 If you want to set up a skillset, click the Configure link for the skillset you want to set up

or if you want to change a skillset, click the Properties link for the skillset you want to change. The Skillset Properties page appears.

5 In the Control DN box, type the extension for the skillset.

For more information, refer to “Control DN” on page 40.

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44 Chapter 5 Setting up skillsets

6 In the Name box type the name for this skillset. The skillset name can be a maximum of 16

characters.

7 In the MWI DN box, type the extension of the telephone that you want to display the Message

Waiting Indicator for the Skillset Mailbox.

8 From the Method list box, select Least Busy or Preferred.

The default is Least Busy.

9 In the Break Time box enter the Break Time period.

The default Break Time is 00:30.

10 In the Delay Answer box enter the delay answer time.

The default delay answer time is 00:00.

11 If you want to assign an attendant to the skillset, in the Attendant Ext box type the extension

of the attendant.

12 If your system is configured for bilingual operation, from the Prompt Language list box,

select Primary or Alternate. The Prompt Language list box does not appear if you do not use bilingual operation. For more information on bilingual operation refer to “Assigning the Call

Center language” on page 163.

13 If you use Expected Wait Time (EWT), enter the number of calls you want to use to calculate

EWT in the Use Previous ___ calls to calculate EWT box. This is the number of previous calls that are used to calculate the average call duration of a skillset. The number can range from 2 to 256. The default is 10. For more information about EWT refer to “Expected Wait

Time” on page 125.

14 If you use Expected Wait Time, select the EWT Increase Allowed check box if you want the

system to recalculate the EWT if it increases and continue to play the current EWT greeting. If you do not select the check box, callers will not hear recalculated expected wait times if the wait time increases. Whether you select the check box or not, callers will hear the appropriate EWT greeting if the wait time decreases.

15 If you use Expected Wait Time, in the Initial Call Duration box enter in hh:mm:ss format the

initial average call duration that is used to compute EWT. The average call duration is updated whenever a call is released from an agent. The default is 00:03:00.

16 Click the Submit button.

A message appears that says a new mailbox is created, and that you must initialize it before you enable the skillset. For how to initialize a mailbox refer to “Initializing a skillset mailbox”

on page 61.

17 Click the OK button.

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Page 45

Setting up DID routing

You can route calls based on their Direct Inward Dialing (DID) number. DID is the ability to make a telephone call directly into an internal extension, without having to go through the operator.

To route DID calls, set up a DID target line and assign the target line to a skillset.

To set up DID routing for Business Communications Manager 3.5

1 In Unified Manager, set up a DID target line.

For information about setting up a DID target line refer to the Business Communications Manager 3.5 Programming Operations Guide.

2 In CallPilot Manager, configure the target line number to be answered by Call Center.

For information about configuring lines refer to “Configuring lines” on page 160.

To set up DID routing for CallPilot 100/150

1 From a Norstar phone, set up a DID target line.

For information about setting up a DID target line refer to the Norstar System Coordinator Guide.

Chapter 5 Setting up skillsets 45

2 In CallPilot Manager, configure the target line number to be answered by Call Center.

For information about configuring lines refer to “Configuring lines” on page 160.s

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Setting up CLID/DNIS Routing

If you use Professional Call Center you can set up CLID/DNIS Routing Tables. CLID/DNIS Routing is the initial routing that Call Center calls encounter. The CLID/DNIS Routing you set up lets Call Center route calls quickly based on their incoming line number. Callers are routed to skillsets depending on who the caller calls, the line the call comes in on, or where the caller is calling from. Your CLID/DNIS Routing Table can have a maximum of 1000 entries.

Examples of using CLID/DNIS Routing

Routing using CLID/ANI

If your company has preferred customers or customers who have access to special services, you can set up CLID/ANI routing that recognizes the phone numbers the customers are calling from. Customers whose phone numbers are recognized are immediately routed to appropriate skillsets. The callers do not need to enter additional digits to route their calls.

Routing using DNIS

If your company has a customer who is a purchasing agent who frequently contacts a sales line, you can set up DNIS routing that recognizes the phone number the customer is calling. Customers who call the sales directory numbers are immediately routed to sales skillsets.

Routing using Voice Button

If your company has Multimedia Call Center enabled, callers can click a voice button html icon and enter the phone number they want an agent to call them at. Calls that arrive from a voice button call are recognized as Multimedia Call Center calls and routed to the appropriate skillsets. You can set up CLID/ANI rules for Multimedia Call Center Calls. The phone number that the caller enters in the web browser is the phone number that Multimedia Call Center dials when an agent receives the call.

Routing using a Line

If your company uses a rotary number without DNIS capability that uses lines 1 to 3, you can set up routing to send calls that come in on these lines to a specific skillset.

Routing using CLID and a Line

If your company uses a rotary number and subscribes to a CLID service, you can set up routing based on CLID and Line to route a special customer.

Routing using CLID/ANI and DNIS

If your company has customers who call the sales group or the service group frequently, you can set up routing based on CLID/ANI and DNIS to quickly route these customers. You can route the customers to a skillset with agents that specialize in service or sales to these customers.

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CLID/DNIS Routing Table properties

Chapter 5 Setting up skillsets 47

Line

CLID/ANI

DNIS

Voice Button

The line is the line number the call comes in on. Any calls that arrive on this line are assigned the routing you select.

The line number you enter must be a line that is configured to be answered by a skillset.

The CLID (Calling Line Identification) or ANI (Automatic Number Identification) number identifies the caller or the location the call was made from.

Any calls that have this CLID or ANI number are assigned the priority from 1-20 that you select.

If a call matches the CLID/ANI information in the routing table, the call is routed to the skillset you choose. You can change the priority, from 1-20, of the call in the skillset that is assigned for the line the call comes in on.

DNIS (Dialed Number Identification Service) sends a call directly to an internal extension without going through the operator. A DNIS number identifies the number the call is made to.

If a call matches the DNIS information in the routing table, the call is routed to the skillset you choose. You can change the priority of the call in the skillset that is assigned for the line the call comes in on.

Select the Voice Button check box if you want Multimedia Call Center calls assigned to this route. You must use Business Communications Manager

3.5 and have Multimedia Call Center enabled.

Incoming Multimedia Call Center calls are assigned the Priority you select. If you select the Voice Button check box, you must leave the Line box and

the DNIS box blank.

Action

The action is the treatment that is applied to the call:

• You can move the call to another skillset

• You can change the priority of the call from 1-20

• You can move the call to another skillset and change the priority of the

call

Note: The CLID routing table can support 1000 rules.

Each rule can be a number, or a range, such as 416*.

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Adding a CLID/DNIS Route

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the CLID/DNIS Routing Table link.

The Intelligent CLID/DNIS Routing page appears.

4 Click the Insert link.

The CLID/DNIS Setup page appears.

5 Set the method to identify the call:

• If you want to create a rule based on the line a call comes in on, in the Line box enter the

• If you want to create a CLID or ANI rule, in the CLID/ANI box type the CLID or ANI

• If you want to create a DNIS rule in the DNIS box type the DNIS number you want to

• If you want to create a rule for CLID/ANI and a rotary number, in the CLID/ANI box

• If you want to create a rule for CLID/ANI and DNIS, in the CLID/ANI box type the

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line number.

number you want to assign this routing to. The CLID or ANI number identifies the caller or the location the call was made from.

assign to this route. The DNIS number identifies the number the call is made to.

type the CLID or ANI number and in the Line box type the line number

CLID or ANI number and in the DNIS box type the DNIS number

Page 49

• If you have Multimedia Call Center enabled and you want to assign routing to Multimedia

Call Center calls, select the Voice Button check box. If you select the Voice Button check box, you can enter a CLID/ANI number, but you must leave the Line box and the DNIS box blank.

6 Select the type of routing you want to apply to the call:

• if you want to move the call to another skillset, select Move to Skillset and from the Skillset list box select the number of the skillset you want to route the call to

• if you want to move the call to another skillset and assign it a different priority:

— select Move to Skillset

— from the Skillset list box select the number of the skillset you want to route the call to

— from the New Call Priority list box select a priority from 1-20 for the call

• if you want to change the priority of the call, select Change Call Priority Only and from

the New Call Priority list box select a priority from 1-20 for the call

7 Click the Submit button.

Changing a CLID/DNIS Route

Chapter 5 Setting up skillsets 49

You can change the type of routing that applies to a CLID/DNIS call. If you want to change the type of call the routing applies to, you must create a new route in the CLID/DNIS Routing Table.

To change a CLID/DNIS Route

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the CLID/DNIS Routing Table link.

The Intelligent CLID/DNIS Routing page appears.

4 Click the Change link for the route you want to change.

The CLID/DNIS Setup page appears for the route.

5 Select the type of routing you want to apply to the call:

• If you want to move the call to another skillset, select Move to Skillset and from the Skillset list box select the number of the skillset you want to route the call to.

• If you want to move the call to another skillset and assign it a different priority:

— Select Move to Skillset.

— From the Skillset list box select the number of the skillset you want to route the call

to.

— From the New Call Priority list box select a priority from 1-20 for the call.

• If you want to change the priority of the call, select Change Call Priority Only, and from

the New Call Priority list box select a priority from 1-20 for the call.

6 Click the Submit button.

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Deleting a CLID/DNIS Route

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the CLID/DNIS Routing Table link.

The Intelligent CLID/DNIS Routing page appears.

4 Click the Delete link for the route you want to delete.

The routing is removed from the CLID/DNIS Routing Table.

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Assigning an agent to a skillset

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

Dynamic Agent Priority

If you use Call Center Professional on Business Communications Manager 3.5, agents can have different priorities depending upon which skillset they are logged on to. For example, when an agent is a member of the English skillset, their priority can be 1 because they are fluent in English. The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a priority of 6 when they are logged on to the German skillset.

If the method of call distribution for the skillset is Preferred, the agent with the highest priority receives the call. The agent priority ranges from 1 to 20. 1 is the highest agent priority for the most qualified agents. The default value is 10. For more information about method of call distribution refer to “Method” on page 42.

To assign an agent to a skillset

Chapter 5 Setting up skillsets 51

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the Skillset List link.

The Skillset List page appears.

4 Click the Agents link for the skillset that you want to add agents to.

The skillset must be configured before the Agents link appears. The Assigned Agents page appears.

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5 Click the Assign button.

The Assign Agents page appears with the available agents displayed.

6 Click the Assign check box for each agent that you want to add to the skillset.

7 If you use Professional Call Center, from the Priority list box, select the Priority of the agent.

1 is the highest priority.

8 Click the Submit button.

The agent you selected appears on to the Assigned Agents page. If you want to assign another agent to this skillset, follow steps 5 through 8.

9 Click the Close button to return to the Skillset List page.

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Changing an agent’s priority in a skillset

To change an agent’s priority in a skillset

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the Skillset List link.

The Skillset List page appears.

4 Click the Agents link for the skillset you want to change the agent priority of.

The Assigned Agents page appears.

5 Click the Change button.

The Change Agent Priorities page appears.

Chapter 5 Setting up skillsets 53

6 Click the Change check box for the agent whose priority you want to change.

You can select more than one agent if you want to assign them the same priority.

7 From the Priority list box select the priority you want to assign.

8 Click the Submit button.

The Assigned Agents page shows the new priority. Repeat steps 5 through 8 for each agent you want to change.

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Unassiging an agent from a skillset

When you unassign an agent from a skillset, the agent is removed from the skillset but is not deleted from Call Center.

If you want to delete an agent from Call Center, refer to “Deleting an agent” on page 36. If you want to log an agent off, refer to “Forcing an agent off” on page 37.

To unassign an agent from a skillset

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the Skillset List link.

The Skillset List page appears.

4 Click the Agents link for the skillset you want to unassign an agent from.

The Assigned Agents page appears.

5 Click the Unassign link for the agent you want to remove.

A message appears that asks you to confirm your request to unassign the agent.

Note: If the agent you are unassigning is logged on, a message appears that says the agent is logged on and asks you to force the agent off or ask them to log off.

To unassign the agent, click the OK button.

6 Click the OK button.

The agent is removed from the Assigned Agents page.

7 Click the Close button to return to the Skillset List page.

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Viewing agents in a skillset

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the Skillset List link.

The Skillset List page appears.

4 Click the Agents link for the skillset you want to view.

The agents who are assigned to the skillset appear on the Assigned Agents page.

5 Click the Close button to return to the Skillset List page.

Note: For information about monitoring agents and skillsets, refer to “Monitoring Call

Center call activity” on page 171.

Chapter 5 Setting up skillsets 55

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56 Chapter 5 Setting up skillsets

Enabling a skillset

After you set up a skillset, the skillset is disabled until you enable it.

Before you can enable a skillset you must:

• set up the skillset with a valid Control DN. For information, refer to “Setting up or changing a skillset” on page 43.

• initialize the skillset mailbox. For information, refer to “Initializing a skillset mailbox” on page 61.

• record skillset mailbox greetings. For information, refer to “Recording skillset mailbox greetings” on page 66.

• set up the Day and Night Routing Tables. For information, refer to “Example of a Day Routing Table” on page 144.

To enable a skillset

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the Skillset List link.

The Skillset List page appears.

4 Click the Enable link for the skillset to you want to enable.

On the Skillset List page in the Status column the skillset changes from Disabled to Enabled. A message appears that says what Service Mode the skillset is in.

Note: After you enable a skillset it is automatically in 24 hour mode. To change the Service Mode of a skillset, refer to “Setting the Service Mode for skillsets” on page 142.

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Disabling a skillset

You must disable a skillset if you want to change the skillset properties or administer the lines.

If you disable a skillset, no new calls go to the skillset. Any calls that are in the skillset get distributed until the calls are ended.

To disable a skillset

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the Skillset List link.

The Skillset List page appears.

4 Click the Disable link for the skillset you want to disable.

A message appears that asks you to confirm the request to disable the skillset.

5 Click the OK button.

On the Skillset List page in the Status column the skillset changes from Enabled to Disabled.

Chapter 5 Setting up skillsets 57

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Unconfiguring a skillset

You must disable a skillset if you want to change the skillset properties or administer the lines. Before you unconfigure a skillset, unassign any lines that are assigned to it by following the procedure “Configuring lines” on page 160.

You must disable a skillset before you can unconfigure it.

Warning: If you unconfigure a skillset, you delete the skillset properties and the programming for the skillset. This includes the general properties, the assigned agents and the routing table information.

To unconfigure a skillset

1 Start CallPilot Manager.

2 Click the Call Center heading.

3 Click the Skillset List link.

The Skillset List page appears.

4 Click the Unconfigure link for the skillset you want to unconfigure.

A message appears that asks you to confirm the request to unconfigure the skillset.

5 Click the OK button.

The programming for the skillset is removed from the Skillset List page.

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Chapter 6 Setting up skillset mailboxes

About skillset mailboxes

Each skillset has a mailbox that stores messages left by callers. A skillset mailbox is created automatically when you set up a skillset. There is one skillset mailbox for each skillset. The skillset mailbox number is the same as the Control Directory Number (CDN) of the skillset.

Skillset mailboxes have these Class of Service settings:

• they use the primary prompt language

• their maximum message time is 15 minutes

• their maximum message length is three minutes

• their maximum message retention is 30 days

• they have a maximum greeting length of one minute

The default Class of Service for skillset mailboxes is 1.

To prepare a skillset mailbox to receive messages:

• know the skillset mailbox number (CDN) of each skillset mailbox. If you do not know the skillset mailbox number, refer to “Determining a skillset mailbox

number” on page 60

• initialize the skillset mailbox

• record the skillset mailbox greetings

You can use the table “Skillset mailboxes” on page 202 to record the skillset mailboxes you set up.

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Determining a skillset mailbox number

You must know a skillset mailbox number before you can set up the skillset mailbox. The skillset mailbox number is the mailbox’s Control DN. If you know the skillset mailbox number, you can initialize the mailbox. Refer to “Initializing a skillset mailbox” on page 61.

To determine a skillset’s mailbox number and Message Waiting Indication telephone

Set xxxx

CDN 1:xxxx

Ext 1: xxx

1 Press

2 Press

3 The skillset mailbox number for skillset 1 is displayed.

4 The Message Waiting Indication (MWI) extension is displayed.

5 Press next to view the skillset mailbox number and MWI extension

6 Press

≤·°ﬁ

None

If Press

If there are messages in the skillset 1 mailbox, MWI appears at this extension. You assign the MWI extension when you set up the skillset. If

for each skillset.

appears the skillset is not configured.

to continue.

Unavail

to end the session.

appears you have not set up an MWI extension.

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Initializing a skillset mailbox

You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it.

Choose a password for the skillset mailbox that is between four to eight digits long and does not start with zero. Give the skillset mailbox passwords to the agents who are responsible for retrieving messages.

Initializing a skillset mailbox involves:

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

• changing the skillset mailbox default password to the new password

• recording the skillset mailbox name in the Company Directory

To initialize a skillset mailbox

1 Press

2 Log on by following the voice prompts.

≤

Use the skillset mailbox number and password.

·°⁄

Chapter 6 Setting up skillset mailboxes 61

‚‚‚‚

, the default

Must change pswd

Pswd: RETRY OK

Again: RETRY OK

Record name: RETRY OK

Accept name? RETRY PLA Y O K

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

password.

4 Enter a new skillset mailbox password from four to eight digits long

that does not start with zero.

Press

5 Reenter the skillset mailbox password and press

or £.

6 At the tone, record the skillset mailbox name in the Company

Directory. Do not use handsfree. Include the skillset mailbox number in the recording, For example, “Sales, mailbox 5813.”

Press

7 Press

or £ to end the recording.

or £ to accept the recording

PLAY

press

or ⁄ to listen to the recording

RETRY

press

to re-record your name.

8 The recorded name plays and the skillset mailbox name is displayed.

The skillset mailbox name is the name you entered when you set up the skillset properties.

9 Press

® to end the session.

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Opening a skillset mailbox

You can open an initialized skillset mailbox from:

• your extension

• another extension

• an outside tone dial telephone

To open a skillset mailbox - Norstar Voice Mail

1 Press

≤

·°⁄

Pswd: OTH R RETR Y O K

1 new 1 saved PLAY REC ADMIN

2 Enter the skillset mailbox password and press

or if you are at another extension, or if you are using a Guest mailbox, press this prompt appears, enter the skillset mailbox number and password.

3 After you open the skillset mailbox, the telephone display shows

how many new and saved messages are in the mailbox.

OTHR

or • to display the

To open a skillset mailbox - CallPilot

·°⁄

≤

or if you are at another extension, enter the skillset mailbox number and then press

or £.

Mbox: RETR Y OK

Pswd: RETR Y OK

1 Press

2 Press

3 Enter the skillset mailbox password and press

Log

prompt. When

or £.

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Chapter 6 Setting up skillset mailboxes 63

Opening a skillset mailbox remotely

To open a skillset mailbox from an outside telephone

• If a skillset mailbox is a Mailbox node in a CCR Tree, press the one digit number and you automatically transfer to the skillset mailbox

• Call an Operator, receptionist or subscriber and ask them to transfer you to the skillset mailbox number using

• After you reach the skillset mailbox, press mailbox. If you are in Europe or Australia press

• At the voice prompt, enter the skillset mailbox number and password and press £. Follow the voice prompts.

≤·°ﬂ

••

during the greeting to open the skillset

°°.

To open a skillset mailbox directly from an outside telephone

Follow either procedure to open a skillset mailbox remotely.

1 Call a telephone line that is answered by the Automated Attendant.

••

2 Press

If you are in Europe or Australia press

3 Enter the skillset mailbox number and password, and then press

4 Follow the voice prompts.

1 Call your own extension number.

2 Press

If you are in Europe or Australia press

3 Enter the skillset mailbox number and password, and then press

4 Follow the voice prompts.

during the Automated Attendant Menu prompt.

°°.

••

during your personal greeting.

°°.

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Skillset mailbox password

To decrease the chances of unauthorized access to a skillset mailbox, change its password every 30 days.

Keep a written copy of the skillset mailbox passwords in “Skillset mailboxes” on page 202. Give the skillset mailbox passwords only to the agents who retrieve messages at your call center. For security reasons, choose an uncommon password, not a predictable password like 1234 or

1111. If someone knows a skillset mailbox password, they can access the skillset mailbox and play

or delete messages. They can also access CallPilot and use it fraudulently or disrupt service.

Changing a skillset mailbox password

You can change a skillset mailbox password at any time. A password must be from four to eight digits long and cannot start with zero.

To change a skillset mailbox password

·°⁄

1 Press

≤

Follow the voice prompts or the display buttons to open the skillset mailbox.

Pswd: RETRY OK

Again: RETRY OK

Password OK

2 The skillset mailbox name appears briefly and the recorded name

plays.

3 If you use the CallPilot interface:

°›

• Press

• Go to step 4

If you use the Norstar Voice Mail interface:

• Press

• Go to step 4

4 Enter your new mailbox password and press

5 Re-enter your new mailbox password and press

6 This display appears briefly.

7 Press

to end the session.

to open the Mailbox Password menu

ADMIN PSWD

›

or £.

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Chapter 6 Setting up skillset mailboxes 65

Resetting a skillset mailbox password

Note: Reset a password only if the agent who accesses the skillset mailbox forgets the

password or is “locked-out”. The password for the reset mailbox is 0000. The agent who accesses the skillset mailbox cannot retrieve skillset mailbox messages until they create a new password. Tell the agent to change the default password as soon as possible. While the skillset mailbox has the default password, the mailbox is vulnerable to unauthorized access.

To reset a skillset mailbox password

1 Start CallPilot Manager.

2 Click the Mailbox Administration heading.

The Mailbox List page appears.

3 Click the Reset Password link for the skillset mailbox you want to reset the password for.

A message appears that asks you to confirm your request to change the password.

4 Click the OK button.

The password is reset to 0000, the default password.

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Recording skillset mailbox greetings

After you initialize a skillset mailbox, record the greetings for it.

You can record Primary, Alternate and Personalized greetings for each skillset mailbox. You record a Primary skillset mailbox greeting for everyday use. The Alternate skillset mailbox greeting is an optional greeting you can record for special circumstances. If your call center subscribes to Caller ID, you can record Personalized skillset mailbox greetings.

If you record Primary and Alternate skillset mailbox greetings, you must choose which greeting plays to callers who reach the skillset mailbox.

You can also record greetings in an Alternate Language. Callers can press playing to listen to the voice prompts in the Alternate Language. Remember to inform callers in the Primary skillset mailbox greeting that they can press

The skillset mailbox must use the Norstar Voicemail interface for callers to be able to press hear the Alternate language. Callers cannot select an alternate language if the skillset mailbox uses the CallPilot interface.

If the Operator Status is set to Yes, and a caller presses caller transfers to the receptionist or Operator. For information about Operator Status, refer to the CallPilot Manager Set Up and Operation Guide. Inform callers in the skillset mailbox greetings that they can press

If the Operator Status is set to No, a caller who presses informed the Operator is not available, and is transferred to the skillset mailbox.

‚

to speak to the receptionist or Operator.

to hear the Alternate Language.

‚

during the skillset mailbox greeting, the

‚

during the skillset mailbox greeting is

while the greeting is

Examples of Primary and Alternate greetings

You must record a Primary greeting for each skillset mailbox. In the Primary greeting include the skillset mailbox name that is listed in the Company Directory. For example:

“Hello. You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your name, phone number and a brief message. One of our agents will return your call as soon as possible. Thank you.”

You can record an Alternate greeting for each skillset mailbox. Use an Alternate greeting for special circumstances. In the Alternate skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory.

For example:

“Season’s Greetings! You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your name, phone number and a brief message. One of our agents will return your call when we re-open on December 27. Thank you.”

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Chapter 6 Setting up skillset mailboxes 67

To record a Primary or Alternate skillset mailbox greeting

·°⁄

1 Press

≤

Follow the voice prompts or the display button options to open the skillset mailbox.

Greeting options REC

CHOOSE CF WD

Greeting: PRI ME ALT PE RS

Not recorded

Record now? YES

NO Q UIT

2 The skillset mailbox name appears briefly.

3 If you use the CallPilot interface:

°¤

• Press

to open the Greetings Options menu

• Go to step 4

If you use the Norstar Voice Mail interface:

• Press

ADMIN

GREET

° ¤

• Go to step 4

REC

4 Press

5 Press

or ⁄.

PRIME

or ⁄ to record the Primary greeting

ALT

press

or ¤ to record the Alternate greeting.

If you are changing a greeting, the current greeting starts to play.

6 If this is the first time you are recording a greeting, this display

appears briefly.

YES

7 Press

or ⁄ and record your greeting at the tone.

Record greeting: RETRY OK

Accept greeting? RETRY PLA Y O K

8 Press

9 Press

or press or press

10 Press

or £ to end the recording.

or £ to accept the recording

PLAY

or ⁄ to listen to the greeting

RETRY

or ¤ to rerecord the greeting.

to end the session.

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Choosing a Primary or Alternate skillset mailbox greeting

If you record a Primary and an Alternate skillset mailbox greeting, you must choose which greeting plays. You can change the selection at any time and as often as needed. If you do not choose a greeting, the Primary skillset mailbox greeting plays.

If you choose the Alternate mailbox greeting, you must set whether the mailbox accepts messages. If you choose Yes the skillset mailbox receives messages in the normal way.

If you choose No:

• messages cannot be left in the skillset mailbox

• the Alternate mailbox greeting takes precedence over all other greetings

• if a caller presses a button to fast forward the message, they hear a voice prompt that says this

is a special greeting

• if a caller presses a button to send a fax, the fax goes to the General Delivery Mailbox, not the skillset mailbox.

If you choose the Alternate mailbox greeting, remember to change back to the Primary mailbox greeting at the appropriate time.

To choose a Primary or Alternate skillset mailbox greeting

·°⁄

Greeting options REC CHO OSE CFWD

Use greeting: PRI ME ALT QUI T

1 Press

≤

Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.

2 The skillset mailbox name appears briefly.

3 If you use the CallPilot interface:

• Press

°¤

• Go to step 4

If you use the Norstar Voice Mail interface:

• Press

ADMIN

GREET

• Go to step 4

4 Press

5 Press

CHOOSE

PRIME

or ⁄ to select the Primary mailbox greeting and

go to step 7 or

ALT

press

go to step 6.

to open the Greetings Options menu

to select a greeting.

to select the Alternate mailbox greeting and

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Chapter 6 Setting up skillset mailboxes 69

Accept msgs:Y CHNG OK

6 If you choose the Alternate mailbox greeting, you are asked

whether the mailbox can accept messages.

CHNG

Press

or ⁄ to toggle from yes to no

press

7 Press

or £ to accept.

to end the session.

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Recording a Personalized skillset mailbox greeting

If your call center subscribes to Caller ID, you can record a maximum of three Personalized greetings for each skillset mailbox. For Personalized skillset mailbox greetings, you program Call Center to recognize a specific telephone number. The Personalized skillset mailbox greeting plays only for a call from the specific telephone number.

If you record a Personalized greeting, program the skillset mailbox to receive messages and choose an Alternate mailbox greeting, the Personalized greeting takes precedence over any other greetings. If you program the skillset mailbox not to receive messages and choose an Alternate mailbox greeting, the Alternate mailbox greeting takes precedence over any other greeting, including Personalized mailbox greetings.

In the Personalized skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory. For example:

“Hi John. You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your order. One of our agents will return your call if you need to speak to someone directly. Thank you.”

To record a Personalized skillset mailbox greeting

·°⁄

Greeting options REC CHOOSE CFWD

Greeting: PRIME ALT PERS

1 Press

≤

Follow the voice prompts or the display button options on your telephone, to open the skillset mailbox.

2 The skillset mailbox name appears briefly.

3 If you use the CallPilot interface:

• Press

• Go to step 4

If you use the Norstar Voice Mail interface:

• Press

• Go to step 4

4 Press

5 Press

REC

or ⁄.

PERS

or ‹ to record a Personalized greeting.

°¤

to open the Greetings Options menu

ADMIN

GREET

° ¤

Greeting: RETRY OK

Ph: CHNG OK

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6 Enter a Personalized greeting number of 1, 2 or 3.

CHNG

7 Press

or ⁄.

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Chapter 6 Setting up skillset mailboxes 71

Ph: RETRY OK

Record greeting: RETRY OK

Accept greeting? RETRY PLA Y O K

8 Enter the phone number (maximum 10 digits) that you are

assigning the Personalized mailbox greeting to. Press

OK or £

to accept the phone number.

9 Lift your handset.

At the tone, record your greeting.

Press

10 Press

or £ to end the recording.

or £ to accept the greeting,

PLAY

press

or⁄ to listen to the greeting

RETRY

press

11 Press

or ¤ to re-record the greeting.

to end the session.

Deleting a Personalized skillset mailbox greeting

If you no longer need a Personalized mailbox greeting, you can delete it.

To delete a Personalized mailbox greeting

Greeting options REC

CHOOSE CFWD

Greeting: PRI ME ALT PERS

Greeting: RETRY OK

Ph: XXXXXXX CHNG DEL OK

1 Press

≤

·°⁄

Follow the voice prompts or the display button options on your telephone, to open the skillset mailbox.

2 If you use the CallPilot interface:

°¤

• Press

to open the Greetings Options menu

• Go to step 3

If you use the Norstar Voice Mail interface:

• Press

ADMIN

GREET

• Go to step 3

REC

PERS

or ⁄.

‹

to choose a Personalized mailbox greeting.

3 Press

4 Press

5 Enter the Personalized greeting number (1, 2, or 3) that you want to

delete.

DEL

6 Press

or ¤ to delete the greeting.

7 Press

to end the session.

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Checking skillset mailboxes for messages

Frequently check the skillset mailboxes for messages. Only one agent can retrieve messages from each skillset mailbox at a time.

If different agents access the messages in the skillset mailbox throughout the day, each agent should:

• listen to the message

• write down what the message says

• erase the message

• return the caller’s telephone call

If the caller is not available, the agent can try again later or pass the message on to another agent.

If the agent who listens to the message erases the message after writing down what it says:

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

• the next agent knows if the callback was successful or not

• only one agent contacts the caller

If only one agent is responsible for retrieving messages at your call center, this agent does not need to transcribe and delete each message before callback. This agent handles messages and knows the status of the old messages.

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Playing skillset mailbox messages

Use the procedure for playing messages that corresponds to the interface you use:

• “To play skillset mailbox messages - Norstar Voice Mail” on page 73

• “To play skillset mailbox messages - CallPilot” on page 75

To play skillset mailbox messages - Norstar Voice Mail

Use this procedure if you use the Norstar Voice Mail interface.

Chapter 6 Setting up skillset mailboxes 73

1 Press

≤

·°⁄

. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.

2 new 0 saved PLAY

REC ADMIN

2 Press

PLAY

or ¤ to listen to your messages. For other options, refer to the table “Playing skillset mailbox

messages - Norstar Voice Mail” on page 73.

3 Press

to end the session.

The table “Playing skillset mailbox messages - Norstar Voice Mail” shows the message options available to you during and after playing messages.

Playing skillset mailbox messages - Norstar Voice Mail

Option Button Available

while playing

Back up

⁄

Available after playing

Description

Rewinds the message nine seconds and resumes playing it.

< <<

Copy

ﬁ

Sends a copy of the message to one or more mailboxes. If you record an introduction, it must be longer than three seconds.

COPY

End of Message

Envelope

Erase

‹‹

> >>

‡

ERASE

Goes to the end of the message.

Plays the information in the message envelope. Envelope information includes the date and time the message was sent and, if the message is internal, the directory name of the sender.

Deletes the message currently playing. If no messages are playing, deletes the last message played. Deleted messages remain in the skillset mailbox until the session ends. (Refer to Notes 1 and 2 on page 75.)

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Playing skillset mailbox messages - Norstar Voice Mail

Option Button Available

while playing

Forward

‹

or > >>

ﬂ

Available after playing

££

Pause/ Continue

STOP/ PLAY

Quit

Replay

›

•

⁄⁄

< <<

⁄

Description

Advances the message nine seconds and continues playing from that point. A message can be forwarded as many times as required.

Plays the next message in the skillset mailbox. If you use this while a message is playing, it stops playing the current message and plays the next message in the skillset mailbox.

Temporarily stops a message. When you stop the message, you can play the previous message, continue playing the current message, or skip to the next message.

Stops playing the current message and plays the previous message.

Stops playing the message and plays the Mailbox main menu options.

Replays the message from the beginning.

Replays the last message.

Save Message

Vol ume Control

Notes:

1 Because the skillset mailbox has limited message storage space, delete any messages you no

longer need. After a certain time period, your saved messages are erased automatically. Ask your System Administrator about this.

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‡‡

SAVE

•

Replies to a message. (Refer to Note 3 on page 75) The reply can be either:

- a message to an internal sender’s mailbox

- a telephone call to an internal or external party (Refer to Note 4 on page 75.)

Saves the message being played. (If you do not delete a message, it is automatically saved). This option is not shown on the display unless you erase a message. If you erase a message and play the message again, you can

SAVE

press Note 2 on page 75.)

Adjusts the volume of the message that is playing. The volume increases each time you press presses, the volume returns to the lowest level.

on a two line display telephone. (Refer to

. After four

•

Page 75

Chapter 6 Setting up skillset mailboxes 75

2 You can retrieve a deleted message only if you have not quit the session in which you deleted

it. For information about retrieving deleted messages refer to “Retrieving erased messages” on

page 76”.

3 Applies only if the Reply feature is enabled.

4 You can reply to an outside caller by dialing them back if your company subscribes to Caller

ID (CLID) service. For further information about replying to an outside caller refer to

“Replying to an external caller” on page 79.

To play skillset mailbox messages - CallPilot

Use this procedure if you use the CallPilot interface.

·°⁄

1 Press

≤

Follow the voice prompts or the display button options to open the skillset mailbox.

A voice prompt announces the number of new and saved messages that you have.

No messages COMP MBO X EXIT

2 You can play any message that you want to listen to.

Press

o play the current message. For other message commands, refer to the table “Playing skillset

mailbox messages - CallPilot”.

3 Press

to end the session.

The table “Playing skillset mailbox messages - CallPilot” shows the message options that are available to you during and after playing messages.

Playing skillset mailbox messages - CallPilot

Available during and after

Option Button

Skip Back

Skip Forward

Previous Message

Next Message

Call Sender

⁄

‹

›

ﬂ

playing Description

Rewinds the message five seconds and resumes playing it at that point.

Advances the message five seconds and continues playing from that point.

Stops playing the current message and plays the previous message.

Plays the next message in the skillset mailbox. If you use this while a message is playing, it stops playing the current message and plays the next message in the skillset mailbox.

Places a call to the sender of a message.

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Playing skillset mailbox messages - CallPilot

Available during and after

Option Button

playing Description

Help

Offers a Help menu.

•

Replies to a message.

‡⁄

Envelope

Forward Message

Reply All

Delete

‡¤

‡‹

‡›

‡ﬂ

Plays the information in the message envelope. Envelope information includes the date and time the message was sent and, if the message is internal, the directory name of the sender.

Forwards the message to one or more mailboxes. You can record an introduction to the forwarded message.

Replies to a message and all recipients of the message. (Refer to Note 3 on page 75.)

Deletes the current message. Deleted messages remain in the skillset mailbox until the session ends. (Refer to Notes1 and 2 on

page 74.)

Retrieving erased messages

After you play your messages and end your skillset mailbox session, any messages that you do not erase are saved. Since message storage space is limited, we recommend that you erase messages that are no longer needed.

You can retrieve an erased message if you are still in the skillset mailbox session. An erased message remains in the skillset mailbox until you end the current session.

To retrieve an erased message - Norstar Voice Mail

After you erase a new or saved message, the number of new or saved messages shown on the display is decreased by one. Even though the display shows 0 new 0 saved, you can still play and retrieve any erased skillset mailbox messages. Press

To retrieve an erased message - CallPilot

You can retrieve a deleted message. A deleted message remains in the skillset mailbox until you end the current session. Locate the deleted message. Then press

After you play the erased message, you can restore it. If you end the current session without restoring the erased message, it is permanently erased from the skillset mailbox.

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PLAY

or ¤ to listen to the erased message.

‡ﬂ

to restore the message.

Page 77

Replying to messages

You can reply to internal and external callers. You can reply to an external caller if your company subscribes to CLID.

The messages you record must be longer than three seconds. The system times out after five seconds of silence.

Use the procedure for replying to messages that applies to the interface you use:

• “To reply to an internal caller - Norstar Voice Mail” on page 77

• “To reply to an internal caller - CallPilot” on page 78

Replying to an internal caller

If you use and you want to use

Norstar Voice Mail reply to the caller’s

extension

leave a message in the caller’s mailbox

Chapter 6 Setting up skillset mailboxes 77

CALL

to transfer to the internal caller’s extension.

MSG

to record and send a reply to the internal caller’s

mailbox.

CallPilot reply to the caller’s

extension

leave a message in the caller’s mailbox

Call Sender

extension.

internal caller’s mailbox.

· to transfer to the internal caller’s

‡⁄

to record and send a reply to the

To reply to an internal caller - Norstar Voice Mail

1 new 0 saved PLAY

REC A DMIN

End of message REPLY ER ASE NEXT

Reply to msg MSG CALL QUIT

1 Press

≤·°⁄

Follow the voice prompts or the display button options to open the skillset mailbox.

PLAY

2 Press

or¤.

3 After you listen to the message, press

CALL

4 Press

or ¤ to call the caller

MSG

press

or ⁄ to record and send a reply.

or ·.

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To reply to an internal caller - CallPilot

1 Press

2 A mailbox summary is announced.

3 Press

4 Press

≤·°⁄

Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.

While you are in your message list, you can play any message.

to play the current message.

to call the caller or press

‡⁄

to record and send a reply.

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Replying to an external caller

You can reply to an external caller if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it. For information about outdial method refer to “Assigning an outdial method to a skillset mailbox” on page 82. Before you use the Reply option you must play the message.

Use the procedure that applies to the interface you use.

To reply to an external caller - Norstar Voice Mail

·°⁄

1 Press

≤

Follow the voice prompts or the display button options to open the skillset mailbox.

1 new 0 saved PL AY REC AD MI N

End of message REPLY

ERA SE NEXT

2 Press

3 After you listen to the message, press

PLAY

or ¤.

CallPilot dials the external number directly.

To reply to an external caller - CallPilot

·°⁄

1 Press

2 A mailbox summary is announced.

3 Press

4 Press

≤

Follow the voice prompts or the display button options to open the skillset mailbox.

While you are in the message list you can play any message.

to play the current message.

to call the caller.

CallPilot dials the external number directly.

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Chapter 7 Off-premise Message Notification

About Off-premise Message Notification

Off-premise Message Notification notifies you or a designated agent when there are new or urgent messages in the skillset mailbox. You can receive Off-premise Message Notification at any tone dial telephone number, pager or extension.

Note: Set up Off-premise Message Notification for non-business hours. Then Off-Premise Message Notification does not consume a Reserved or voice channel during busy periods.

You can receive notification of a message at a maximum of five different destination numbers. When the number of retry attempts is reached for each destination number, the next number in the series is called. For example, Call Center can call your car phone first when there is a message in the skillset mailbox. If there is no answer, Call Center waits five minutes and calls your car phone again. If there is still no answer, Call Center calls your car phone a third time. If there is no answer after three calls, Call Center calls the your home phone. Call Center continues to call at five minute intervals until the call is answered or all of the destinations are called three times.

Off-premise Message Notification, the Retry Intervals and Maximum Number of Attempts for skillset mailboxes are assigned through the Class of Service settings in CallPilot Manager. Skillset mailboxes have a default Class of Service of 1.

Class of Service 1 has these default settings for Off-premise Message Notification:

• Off-premise Message Notification enabled

• a Retry Interval of five minutes

• a Maximum Number of Attempts of 3

For information about changing Class of Service settings, refer to the CallPilot Manager Set Up and Operation Guide.

You must assign start and stop times for phone and destinations. Off-premise Message Notification begins when the start time is reached. Set the start time for a time when you are at the destination number so that you are there to receive calls.

A person who receives a Off-premise Message Notification call can cancel Off-premise Message Notification to their destination number. This is useful if a destination is incorrectly programmed and a wrong party receives the calls.

The recipient of an Off-premise Message Notification call hears the following voice prompt:

“Message for (name of mailbox owner). To log on press mistake, please press

¤.

⁄

. If you have received this call by

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

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Assigning an outdial method to a skillset mailbox

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

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

For more information on line pools and route codes, refer to your system documentation.

Warning: Do not change the extension number assigned to the skillset mailbox. If this extension number is changed, callers in the skillset cannot access the skillset mailbox and you cannot change the Skillset general parameters. To correct a wrong extension number, change the extension number to the Control DN of the skillset.

To assign an outdial method to a skillset mailbox

1 Start CallPilot Manager.

2 Click the Mailbox Administration heading.

The Mailbox List page appears.

3 Click the Change link for the skillset mailbox you want to set up an outdial route for.

The Mailbox page for the mailbox appears.

4 From the Outdial Type list box select the type of outdial method you want to use.

5 If you use a line or a line pool, in the Line/Pool# type the number of the outgoing line or line

pool number you want to assign to the skillset mailbox for outdialing.

6 Click the Submit button.

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Chapter 7 Off-premise Message Notification 83

Off-premise Message Notification parameters

You can set up the parameters for Off-premise Message Notification from any tone dial phone.

The parameters are:

• destination type (phone, extension or pager)

• destination number (phone, extension or pager)

• time range for receiving calls at phone numbers or extensions (Pagers are notified any time

there is a qualifying message.)

• types of message you want to receive (all new messages or just urgent messages)

Note: The restrictions that apply to your phone line also apply to Off-premise Message Notification numbers. For example, if you cannot dial long distance phone numbers from your phone, you cannot have a long distance Off-premise Message Notification destination number.

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Setting up Off-premise Message Notification

Follow these instructions if you have not set up Off-Premise Message Notification and are setting it up for the first time. If you have set up Off-Premise Message Notification, refer to the section on

“Changing Off-premise Message Notification” on page 94.

To set up Off-premise Message Notification to refer to

a phone number page 84

an extension page 87

a pager page 89

To set up Off-premise Message Notification to a phone number

·°⁄

1 Press

≤

Follow the voice prompts or the display button options to open the skillset mailbox.

2 If you use the CallPilot interface:

Msg notify ADMIN SELECT

Destination: PHONE EXT PAG ER

Ph: RETR Y OK

°ﬁ

• Press

to open the Mailbox Tools

NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

4 Press

or ⁄ to set up Off-premise Message Notification.

PHONE

or ⁄ to choose a phone number destination.

5 Enter the destination phone number and press

destination phone number is a maximum of 30 digits.

or £. The

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Chapter 7 Off-premise Message Notification 85

<x> ADD O K

Start hhmm: RETR Y OK

<start time> RETRY AM PM

<start time> RETR Y OK

Stop hhmm: RETR Y OK

6 Press

or £ to accept the destination phone number represented by <x> or

ADD

press

or ¤ to add special characters and use your dialpad or

follow the voice prompts to add characters.

After you add special characters, press

or £ to accept the

destination number.

7 Enter the start time for Off-premise Message Notification. This is a

four-digit field. Any single-digit hour and minute must be preceded by a zero.

⁄

8 Press

or or

or ¤.

9 Press

or £ to accept the start time.

10 Enter the time when Off-premise Message Notification is to stop.

This is a four digit field. Any single-digit hour and minute must be preceded by a zero.

<stop time> RETRY AM PM

<stop time> RETR Y OK

More dest? YES NO

Start:<start time> CHNG NEXT

Stop:<stop time> CHNG NEXT

11 Press

or ¤.

12 Press

13 Press

or press number.

14 Press

or press

15 Press

or press

⁄

or £ to accept the stop time.

YES

or ⁄ if you want to set up another destination number

or £ if you do not want to set up another destination

or £ to accept the start time that you entered

CHNG

or ⁄ to change the start time.

or £ to accept the stop time that you entered

CHNG

or ⁄ to change the stop time.

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Msg type: new CHN G OK

Msg notify ADMIN SELECT

16 Press

or £ if you want to be notified when the skillset mailbox receives a new message or

CHNG

press

or ⁄ if you want to be notified only when the skillset

mailbox receives an urgent message.

17 Press

to end the session.

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Chapter 7 Off-premise Message Notification 87

To set up Off-premise Message Notification to an extension

·°⁄

1 Press

≤

Follow the voice prompts or the display button options to open the skillset mailbox.

2 If you use the CallPilot interface:

• Press

°ﬁ

NOTIF

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELE CT

Destination: PHON E EXT PAGE R

Ext: RETR Y OK

Accept:<x> RETR Y OK

Start hhmm: RETR Y OK

<start time> RETRY AM PM

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

4 Press

5 Enter the destination number and press

6 Press

<x>

The

or ⁄ to set up Off-premise Message Notification.

EXT

or ¤ to choose an extension as the destination.

or £.

or £ to accept the destination extension.

represents the extension.

7 Enter the start time for Off-premise Message Notification. This is a

four-digit field. Any single-digit hour and minute must be preceded by zero.

⁄

8 Press

or ¤.

<start time> RETR Y OK

Stop hhmm: RETR Y OK

9 Press

or £ to accept the start time.

10 Enter the time when Off-premise Message Notification is to stop.

This is a four digit field. Any single-digit hour and minute must be preceded by a zero.

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<stop time> RETRY AM PM

<stop time> RETR Y OK

More dest? YES NO

Start:<start time> CHNG NEXT

Stop:<stop time> CHNG NEXT

Msg type: new CHN G OK

⁄

11 Press

or ¤.

12 Press

13 Press

or £ to accept the stop time.

YES

or ⁄ if you want to set up another destination number

press

or £ if you do not want to set up another destination

number.

14 Press

or £ to accept the start time that you entered

CHNG

press

15 Press

or ⁄ to change the start time.

or £ to accept the stop time that you entered

CHNG

press

16 Press

or ⁄ to change the stop time.

or £ if you want to be notified when you the skillset mailbox receives a new message or

CHNG

press

or ⁄ if you want to be notified only when the skillset

mailbox receives an urgent message.

Msg notify ADMIN SELECT

17 Press

to end the session.

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Chapter 7 Off-premise Message Notification 89

About setting up Off-premise Message Notification to a pager number

Example of a destination pager number

If you are assigning a pager destination number from behind a PBX, remember to insert a · (depending on your system) before the

There is a combined limit of 30 characters for the pager phone number and the pager message.

For example, to reach your pager, enter:

£›¤ﬁﬁﬁ⁄¤‹›£‹

where:

•

specifies the next digits are special characters

•

›

recognizes dial tone

•

specifies that the next digits are the numbers to be dialed

•

ﬁﬁﬁ⁄¤‹›

•

‹

inserts a timed pause

is the pager phone number dialed

to access an outside line.

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

To set up Off-premise Message Notification to a pager

·°⁄

1 Press

2 If you use the CallPilot interface:

≤

Follow the voice prompts or the display button options to open the skillset mailbox.

• Press

• Go to step 3

If you use the Norstar Voice Mail interface:

• Press

• Press ﬂ to open the Off-premise Message Notification

• Go to step 3

°ﬁ

NOTIF

Notification menu

ADMIN

to open the Mailbox Tools

or ¤ to open the Off-premise Message

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Msg notify ADMIN

SELECT

Destination: PHON E EX T PAG ER

Pager: RETR Y OK

<x> ADD OK

Show:<xxxx> CHNG NEXT

ADMIN

3 Press

4 Press

5 Enter the destination pager number and press

6 Press

or ⁄ to set up Off-premise Message Notification.

PAGER

or ‹ to select a pager number destination.

or £.

or £ to accept the destination pager number represented by <x> or

ADD

press

or ¤ to add special characters and use your dialpad or

follow the voice prompts to add characters.

After you add special characters, press

7 Press

or £ to accept the default pager message represented

or £.

by <xxxx>. The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or

CHNG

press

or ⁄ to change the pager message. The combined limit is 30 characters for the pager phone number and the pager message.

More dest? YES NO

Msg type: new CHNG OK

Msg notify ADMIN SELECT

YES

8 Press

or ⁄ if you want to set up another destination number

press

or £ if you do not want to set up another destination

number.

9 Press

or £ to be notified when the skillset mailbox receives a new message or

CHNG

press

or ⁄ to change the message type to be notified only

when the skillset mailbox receives an urgent message.

10 Press

to end the session.

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Chapter 7 Off-premise Message Notification 91

To set up Off-premise Message Notification to more than one destination

You can receive notification of a message at a maximum of five different destination numbers. The following steps show you how to enter a phone number destination and then add a pager destination for the first time.

·°⁄

1 Press

≤

Follow the voice prompts or the display button options to open the skillset mailbox.

2 If you use the CallPilot interface:

• Press

°ﬁ

NOTIF

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Destination: PHONE

EXT PAGER

Ph: RETRY OK

<x> ADD OK

Start: hhmm: RETR Y OK

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

4 Press

5 Enter the destination phone number and press

or ⁄ to set up Off-premise Message Notification.

PHONE

or ⁄ to choose a destination phone number.

or £. The

destination phone number cannot be longer than 30 digits.

6 Press

or £ to accept the destination phone number, represented by <x> or

ADD

press

or ¤ to add special characters and use your dialpad or

follow the voice prompts to add characters.

7 Enter the start time for Off-premise Message Notification. This is a

four-digit field. Any single-digit hour and minute must be preceded by a zero.

<start time> RETRY AM P M

8 Press

or ¤.

⁄

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92 Chapter 7 Off-premise Message Notification

<start time> RE T RY O K

Stop hhmm: RE T RY O K

<stop time> RETRY AM P M

<stop time> RETR Y OK

More dest? YES

Notify2: none SETUP NE XT

Destination: PHON E EX T PAG ER

Pager: RETRY OK

9 Press

or £ to accept the start time.

10 Enter the time when Off-premise Message Notification is to stop.

This is a four digit field. Any single digit hour and minute must be preceded by a zero.

⁄

11 Press

or or

or ¤.

12 Press

13 Press

14 Press

15 Press

16 Enter the destination pager number and press

or £ to accept the stop time.

YES

or ⁄ to set up another destination number.

SETUP

to set up another destination number.

PAGER

or ‹ to select a pager number destination.

or £.

<xxxx> ADD OK

Show<xxxx> CHNG NEXT

Notify2: pager CHNG OTHR NEXT

Notify 3: none SE T UP NE X T

17 Press

or £ to accept the destination pager number represented by <x> or

ADD

press

or ¤ to add special characters and use your dialpad or

follow the voice prompts to add characters.

After you add special characters, press

18 Press

or £ to accept the default pager message represented

or £.

by <xxxx>. The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or

CHNG

press

or ⁄ to change the pager message. The combined limit is 30 characters for the pager phone number and the pager message.

19 The display shows that the second destination is a pager.

Press

20 Press

or £ to continue.

or £ to continue

SETUP

press

to add another destination.

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Chapter 7 Off-premise Message Notification 93

Start:<start time> CHNG NEXT

Stop:<stop time> CHNG NEXT

Msg type: new CHNG OK

Msg notify ADMIN SELECT

21 Press

or £ to accept the start time that you entered

CHNG

press

22 Press

or ⁄ to change the start time.

or £ to accept the stop time that you entered

CHNG

press

23 Press

or ⁄ to change the stop time.

or £ to be notified when the skillset mailbox receives a new message or

CHNG

press

or ⁄ to be notified only when the skillset mailbox

receives an urgent message.

24 Press

to end the session.

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94 Chapter 7 Off-premise Message Notification

Changing Off-premise Message Notification

You can change the parameters and destinations for Off-Premise Message Notification. Refer to

“Off-premise Message Notification parameters” on page 83 for more information about

parameters.

If you want to change the time or message type parameters, use the procedure “To change the time

range or type of message parameters” on page 94

If you want to change the destination type refer to the procedure for the destination type.

To change the destination type refer to

from a phone to an extension, pager or another phone number page 96

from a pager to an extension or phone page 98

from a phone or extension to a pager page 100

To change the time range or type of message parameters

Msg notify ADMIN SELECT

Notify:<x> CHNG N E XT

1 Press

≤·°⁄

. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.

2 If you use the CallPilot interface:

°ﬁ

• Press

to open the Mailbox Tools

NOTIF

or ¤ to open the Off-premise Message

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

4 Press

or ⁄ to set up Off-premise Message Notification.

. If you want to change the destination type refer to “To change the

destination type” on page 94 for the appropriate procedure.

More dest? YES NO

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5 Press

or £ to continue.

Page 95

Chapter 7 Off-premise Message Notification 95

Start:<start time> CHNG NEXT

Stop:<stop time> CHNG NEXT

Msg type: new CHNG OK

Msg notify ADMIN SELECT

CHNG

6 Press

or ⁄ to change the start time or

press

7 Press

or £ to accept the start time.

CHNG

or ⁄ to change the stop time or

press

8 Press

Press

or £ to accept the stop time.

CHNG

or ⁄ to change the message type to urgent.

or £ to accept the new default message. You can choose to be notified of all new messages or urgent messages only. Change the message type to urgent to be notified only when the skillset mailbox receives an urgent message.

9 Press

to end the session.

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96 Chapter 7 Off-premise Message Notification

To change the destination from phone to another destination

1 Press

2 If you use the CallPilot interface:

≤

Follow the voice prompts or the display button options to open the skillset mailbox.

• Press

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

·°⁄

°ﬁ

NOTIF

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Notify: phone CHNG NEXT

Destination: PHO NE EXT PAGER

<x> RETRY OK

Accept:<xxxx> RETRY OK

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

4 Press

5 Press

or ⁄ to set up Off-premise Message Notification.

CHNG

or ⁄ to change the destination.

PHONE

or ⁄ to choose another phone number destination

EXT

press

or ¤ to choose an extension destination

PAGER

press

6 Enter the destination number and press

or ‹ to choose a pager number destination.

or £.

The destination phone number cannot be longer than 30 digits.

7 Press

or £ to accept the destination number

RETRY

press

or • to re-enter the destination number.

Notify:<x> CHNG NEXT

More dest? YES NO

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8 Press

or press through 8.

9 Press

or press number.

or £ to continue

CHNG

or ⁄ to change the destination, and repeat steps 6

YES

or ⁄ if you want to set up another destination number

or £ if you do not want to set up another destination

Page 97

Chapter 7 Off-premise Message Notification 97

Start:<start time> CHNG NEXT

Stop:<stop time> CHNG NEXT

Msg type:new CHN G OK

Msg notify ADMIN SELECT

CHNG

10 Press

or ⁄ to change the start time

press

11 Press

or £ to accept the start time.

CHNG

or ⁄ to change the stop time

press

or £ to accept the stop time.

12 If you want to change message notification,

CHNG

press

or ⁄ if you want to be notified only when the skillset

mailbox receives an urgent message.

Press

13 Press

or £.

to end the session.

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98 Chapter 7 Off-premise Message Notification

To change the destination from pager to phone or extension

1 Press

2 If you use the CallPilot interface:

≤

Follow the voice prompts or the display button options to open the skillset mailbox.

• Press

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

·°⁄

°ﬁ

NOTIF

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Modify:pager CHNG

NE XT

Destination: PHO NE EXT PAGER

<xxxx>: RETRY OK

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

or ⁄ to change Off-premise Message Notification. The displays a review of the first destination type and destination number.

CHNG

4 Press

or ⁄ to change the destination type and the

destination number.

5 Choose the type of destination number:

PHONE

press

or ⁄ to choose a phone number destination

EXT

press

or ¤ to choose an extension destination.

6 Enter the destination number you want to set up Off-Premise

Message Notification for. <x> represents the destination number.

Press

or £ to accept the destination number

RETRY

press

or • to re-enter the number.

Notify:<x> CHNG N E XT

More dest? YES NO

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7 Press

8 Press

or £ to continue.

YES

or ⁄ if you want to set up another destination, and repeat steps 6 through 8 or

press

or £ if you do not want to set up another destination.

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Chapter 7 Off-premise Message Notification 99

Start:<start time> CHNG NEXT

Stop:<stop time> CHNG NEXT

Msg type:new CHN G OK

Msg notify ADMIN SELECT

CHNG

9 Press

or ⁄ to change the start time

press

10 Press

or £ to accept the start time.

CHNG

or ⁄ to change the stop time

press

or £ to accept the stop time.

11 If you want to change message notification,

CHNG

press

or ⁄ if you want to be notified only when the skillset

mailbox receives an urgent message.

Press

12 Press

or £.

to end the session.

Nortel Networks Call Center Set Up and Operation Guide

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100 Chapter 7 Off-premise Message Notification

To change the destination from phone or extension to pager

1 Press

2 If you use the CallPilot interface:

≤

Follow the voice prompts or the display button options to open the skillset mailbox.

• Press

Notification menu

• Go to step 3

If you use the Norstar Voice Mail interface:

·°⁄

°ﬁ

NOTIF

to open the Mailbox Tools

or ¤ to open the Off-premise Message

Msg notify ADMIN

SELECT

Notify:<x> CHNG

NE XT

Destination PHO NE EXT PAGER

Pager: RETR Y OK

<x> ADD OK

• Press

ADMIN

• Press ﬂ to open the Off-premise Message Notification menu

• Go to step 3

ADMIN

3 Press

or ⁄ to change Off-premise Message Notification. The displays show a review of the first destination type and destination number.

CHNG

4 Press

or ⁄ to change the destination type and the destination number. <x> represents the type of destination (phone or extension).

PAGER

5 Press

6 Enter the pager number and press

7 Press

or ‹ to choose a pager number destination.

or £ to continue.

or £ to accept the destination pager number represented by <x> or

ADD

press

or ¤ to add special characters and use your dialpad or

follow the voice prompts to add characters.

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After you add special characters, press

or £.

Avaya Call Center User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Nortel Networks Call Center

Set Up and Operation Guide

Professional and Basic Call Center

Call Center features

Using CallPilot call routing with Call Center

Auto Attendant

Custom Call Routing (CCR)

A comparison of Basic and Professional Call Center

Call Center maximum capacities

Related documents

How to get help

Using CallPilot Manager to set up Call Center

Enabling Software Authorization Codes

About the CallPilot Manager interface

System timeout

Call Center password access

Setting up Call Center from a two line display telephone

System timeout

Using the dialpad

Symbols and conventions used in this guide

About telephone buttons

Checking which telephone mailbox interface you use

Feature Codes

Programming a memory button with a Feature Code

Feature Codes used by Call Center Administrator and Supervisors

Feature Codes used by Call Center agents

Agent Feature Codes

About adding agents

Agent properties

Adding an agent or a supervisor

Adding more than one agent

Changing agent information

Resetting an agent’s password

Deleting an agent

Forcing an agent off

About skillsets

How incoming calls are sent to a skillset

Skillset properties

Setting up or changing a skillset

Setting up DID routing

Setting up CLID/DNIS Routing

Examples of using CLID/DNIS Routing

CLID/DNIS Routing Table properties

Changing a CLID/DNIS Route

Assigning an agent to a skillset

Dynamic Agent Priority

Changing an agent’s priority in a skillset

Unassiging an agent from a skillset

Viewing agents in a skillset

Enabling a skillset

Disabling a skillset

Unconfiguring a skillset

About skillset mailboxes

Determining a skillset mailbox number

Initializing a skillset mailbox

Opening a skillset mailbox

Opening a skillset mailbox remotely

Skillset mailbox password

Changing a skillset mailbox password

Resetting a skillset mailbox password

Recording skillset mailbox greetings

Examples of Primary and Alternate greetings

Choosing a Primary or Alternate skillset mailbox greeting

Recording a Personalized skillset mailbox greeting

Deleting a Personalized skillset mailbox greeting

Checking skillset mailboxes for messages

Playing skillset mailbox messages

Retrieving erased messages

Replying to messages

Replying to an internal caller

Replying to an external caller

About Off-premise Message Notification

Assigning an outdial method to a skillset mailbox

Off-premise Message Notification parameters

Setting up Off-premise Message Notification

About setting up Off-premise Message Notification to a pager number