Avaya CallPilot Contact Center Telephone User Manual
CallPilot Contact Center Telephone
Administration Guide
BCM 4.0
CallPilot
Document Status: Standard
Document Version: 02
Part Code: N0060615
Date: June 2006
Copyright © 2006 Nortel Networks, All Rights Reserved
The information in this document is subject to change without notice. The statements, configurations, technical data, and
recommendations in this document are believed to be accurate and reliable, but are presented without express or implied
warranty. Users must take full responsibility for their applications of any products specified in this document. The
information in this document is proprietary to Nortel Networks.
Trademarks
Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.
Task List
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
About Contact Center telephone administration . . . . . . . . . . . . . . . . . . . . 21
To determine the Feature Codes...................................................................................24
To program a memory button ........................................................................................25
Contact Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
To enable the Contact Center keycode .........................................................................29
To set Contact Center general properties .....................................................................34
To set Caller ID..............................................................................................................36
To set the Supervisor Help request timeout ..................................................................37
To set the Reporting for Contact Center properties.......................................................39
To configure lines for Contact Center ............................................................................41
To set the Answer Lines status .....................................................................................42
Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
To record a Contact Center greeting .............................................................................46
3
Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
To set up a skillset.........................................................................................................53
To enable a skillset........................................................................................................57
To disable a skillset .......................................................................................................58
To change a skillset.......................................................................................................59
To unconfigure a skillset you must: ...............................................................................63
Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
To determine a skillset’s mailbox number and Message Waiting Indication telephone.66
To initialize a skillset mailbox ........................................................................................68
To open a skillset mailbox - Norstar Voice Mail.............................................................69
To open a skillset mailbox - CallPilot.............................................................................69
To open a skillset mailbox from an outside telephone...................................................70
To open a skillset mailbox directly from an outside telephone ......................................70
To change a skillset mailbox password .........................................................................72
To reset a skillset mailbox password.............................................................................73
To record a Primary or Alternate skillset mailbox greeting ............................................75
To choose a Primary or Alternate skillset mailbox greeting...........................................76
To record a Personalized skillset mailbox greeting .......................................................78
To play skillset mailbox messages - Norstar Voice Mail................................................82
To play skillset mailbox messages - CallPilot ................................................................84
To retrieve an erased message - Norstar Voice Mail ....................................................85
To retrieve an erased message - CallPilot ....................................................................85
To reply to an internal caller - Norstar Voice Mail..........................................................86
To reply to an internal caller - CallPilot..........................................................................87
To reply to an external caller - Norstar Voice Mail.........................................................88
To reply to an external caller - CallPilot .........................................................................88
Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
CallPilot Contact Center Telephone Administration Guide
4 Task List
To assign an outdial method to a skillset mailbox .........................................................91
To set up Off-premise Message Notification to a telephone number ............................93
To set up Off-premise Message Notification to an extension ........................................95
To set up Off-premise Message Notification to a pager ................................................97
To set up Off-premise Message Notification to more than one destination...................99
To change the time range or type of message parameters .........................................102
To change the destination from telephone to another destination...............................104
To change the destination from pager to telephone or extension ...............................106
To change the destination from telephone or extension to pager ...............................108
To delete a destination number ...................................................................................110
To add a destination number .......................................................................................112
To turn Off-premise Message Notification on or off .....................................................113
Setting up agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
To assign an agent to a skillset ...................................................................................121
To assign several agents to a skillset ..........................................................................124
To change an agent priority .........................................................................................131
Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Routing table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
To set up DID routing for Business Communications Manager...................................147
To add a Greeting step ................................................................................................152
To set up the Day Routing Table example ..................................................................164
To set up the Night Routing Table example ................................................................168
To set the Service Mode for a skillset..........................................................................176
Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
To set up Silent Monitor on Business Communications Manager ...............................178
To monitor skillsets......................................................................................................180
To monitor calls using a one or two line telephone .....................................................181
To log off......................................................................................................................183
To change your password ...........................................................................................183
Tips for operating Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Troubleshooting Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
To reset the Operator password..................................................................................193
Contact Center Programming Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
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Contents
Chapter 1
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
About Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Contact Center Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
What you can administer through a telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Symbols and text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Chapter 2
About Contact Center telephone administration . . . . . . . . . . . . . . . . . . . . 21
Setting up Contact Center with a two line display telephone . . . . . . . . . . . . . . . . . . . . 21
System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 25
Feature Codes used by Contact Center supervisors . . . . . . . . . . . . . . . . . . . . . . . . . 26
Feature Codes used by Contact Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
5
Chapter 3
Contact Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
To enable Contact Center using F9*8 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Setting Contact Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Primary and Secondary alert times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Setting Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Setting the Supervisor Help request timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Selecting skillsets supervisors can receive help requests from . . . . . . . . . . . . . . 38
Setting Reporting for Contact Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Resetting the Contact Center Administrator password . . . . . . . . . . . . . . . . . . . . . . . . 43
CallPilot Contact Center Telephone Administration Guide
6 Contents
Chapter 4
Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
About Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Types of Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Recording a Contact Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Chapter 5
Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Setting up a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Chapter 6
Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Checking which telephone mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . 67
Initializing a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Opening a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Resetting a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Examples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 76
Recording a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Deleting a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Checking skillset mailboxes for messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Playing skillset mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Using the Reply feature to reply to an external caller . . . . . . . . . . . . . . . . . . . . . . 88
Chapter 7
Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
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Contents 7
Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
About setting up Off-premise Message Notification to a pager number . . . . . . . . 97
Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . 112
Chapter 8
Setting up agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Adding an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Changing an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Adding multiple agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Dynamic Agent Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Assigning several agents to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Removing agents from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Viewing agents in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Logging an agent off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Deleting an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Resetting an agent password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Changing an agent priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Chapter 9
Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Adding Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Changing and viewing Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Deleting Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Chapter 10
Routing table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Adding a Distribute for step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
CallPilot Contact Center Telephone Administration Guide
8 Contents
Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Changing a routing table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Setting the Service Modes for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Chapter 11
Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Monitoring tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Taking some Not Ready time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Changing your password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Configuring Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
How to handle Supervisor help requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
How to handle missed requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Modifying Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Erasing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
An example of monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Using a memory button to monitor calls waiting in skillsets . . . . . . . . . . . . . . . . 181
Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Programming Not Ready to a memory button . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
How Supervisor Help works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
An example of retrieving an escalated request . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Chapter 12
Tips for operating Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Contact Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 191
Tips to improve the efficiency of Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Chapter 13
Troubleshooting Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
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Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Contents 9
Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Important considerations about how agents use features . . . . . . . . . . . . . . . . . . 194
Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Chapter 14
Contact Center Programming Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
General Contact Center parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Contact Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Contact Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
CallPilot Contact Center Telephone Administration Guide
10 Contents
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Chapter 1
Getting started
About this guide
The CallPilot Contact Center Telephone Administration Guide describes how to set up and
configure Contact Center on a Business Communications Manager using telset based
administration.
About Contact Center
Contact Center is an application that handles incoming calls as efficiently and economically as
possible. Contact Center answers calls, then routes the calls to agents in a skillset that most closely
matches the needs of the caller. Contact Center routes calls based on the origin of the call, the
destination of the call, or the information entered by the caller. Callers can be given high or low
priorities. Callers can overflow to different groups or skillsets of agents, transfer out of the system,
leave a message, and hear announcements and informative messages.
11
You can program Contact Center using any two-line display telephone on your telephone system.
You can also use the web-based CallPilot Manager to set up and operate Contact Center.
For information about Contact Center features, refer to the Contact Center Set Up and Operation
Guide.
Contact Center Update
Business Communications Manager 4.0 introduces Intelligent Contact Center, which is the
evolution of the existing Call Center capability on BCM. Intelligent Contact Center has the same
functionality as Nortel's current Professional Call Center with no reporting, agents or skillsets.
This allows you to choose the specific number of agents and skillsets that your business requires.
Basic and Professional Call Center are not available on BCM 4.0.
You purchase Intelligent Contact Center, and then purchase the number of agents, skillsets,
reporting and Multimedia as required. Intelligent Contact Center will have the same maximum
capacities as Professional Call Center, for example 80 active agents and 50 skillsets. Table 1
shows the capacities available for the BCM 4.0 system.
CallPilot Contact Center Telephone Administration Guide
12 Chapter 1 Getting started
Table 1 Intelligent Contact Center Capacities
Features Intelligent Contact Center for
Business Communications
Manager
Skillsets Default 1, maximum 50
Configured agents (available agent IDs) 250
Active agents (includes supervisors)
Active agents are agents who are logged
in to one skillset or a combination of
skillsets.
Dynamic agent priority levels 20
Dynamic call priority levels 20
Active calls in all skillsets 100
Maximum active calls per skillset 100
Maximum lines configured for Contact
Center
Voice ports (shared with CallPilot or
dedicated)
Routing tables per skillset 2
Greetings 150
Maximum time per greeting 1000 mins
Maximum time for all greetings >370 hours/Gigabyte
Steps per routing table 20
Overflow rules per skillset 20
Default 2, maximum 80
100
(24 max can be VoIP trunks)
32
Skillset mailboxes Default 0, maximum 50
Supervisor functionality, including call
monitoring
Supervisor Help Available with Silent Monitor.
Maximum simultaneous monitoring
sessions
Caller Input Tables 50
Basic Intelligent Caller Input Routing: the
ability to route a call to an Operator, Auto
Attendant, skillset mailbox or CCR Tree.
Advanced Intelligent Caller Input Routing:
the ability to route a call based on
multi-digit fixed or variable strings
Silent monitor
6
Available
Available
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Features Intelligent Contact Center for
Business Communications
Manager
Delegated Contact Center Administration:
If you use a Business Communications
Manager system, there is no dedicated or
default CallPilot or Contact Center
Administrator user ID and password. The
System Administrator can create users
with CallPilot and Contact Center rights in
Element Manager. For more information,
refer to the BCM 4.0 Administration Guide.
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 1000 rules
Overflow rules per skillset 20
Available
Available
Chapter 1 Getting started 13
Overflow skillsets Default 0, maximum 49
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 Available
Reporting for Contact Center Available
Expected Wait Time 20 tables
Activity Codes 2,000 entries
Multimedia Contact Center Available
Available
Available
Must be enabled with keycode
Reporting for Contact Center must
be enabled to configure Activity
Codes
Must be enabled with keycode
What you can administer through a telephone
Contact Center properties
Keycode
Primary and Secondary Alert times “Primary and Secondary alert times” on page 32
Reserved Channels “Reserved channels” on page 33
“To enable the Contact Center keycode” on page 29
CallPilot Contact Center Telephone Administration Guide
14 Chapter 1 Getting started
Supervisor Help “Setting the Supervisor Help request timeout” on page 36
Caller ID display settings “Setting Caller ID” on page 35
Lines “Configuring lines” on page 40
Answer lines status “Setting the Answer Lines status” on page 42
Reset Administrator password “Resetting the Contact Center Administrator password” on
Contact Center greetings “Recording a Contact Center greeting” on page 46
Contact Center Server Reporting Password “Setting Reporting for Contact Center properties” on page 38
Contact Center Reporting Datastream “Setting Reporting for Contact Center properties” on page 38
Skillsets
“Selecting skillsets supervisors can receive help requests
from” on page 38
page 43
NOTE: You must use CallPilot Manager to add Greeting
captions.
Parameters: name, number, control DN,
Message Waiting Indicator DN, Method of
Distribution, Break Time, Delay Answer,
Activity Code and Expected Wait Time
settings, service mode, prompt language,
attendant extension.
Monitor skillsets
Skillset mailboxes
initialize a skillset mailbox
change a skillset mailbox password
record skillset mailbox greetings
play skillset mailbox messages
Off-premise message notification “About Off-premise Message Notification” on page 89
Agents
Agent ID, name, supervisor, automatic
answer, missed call options, priority, Activity
Code entry type
Assign agents to skillsets “Assigning an agent to a skillset” on page 121
Log an agent off “Logging an agent off” on page 128
Reset an agent password “Resetting an agent password” on page 130
Monitor agents
“Setting up a skillset” on page 53
“Setting the Service Modes for skillsets” on page 175
“Monitoring skillsets” on page 179
NOTE: you must use CallPilot Manager to set up Caller Input
Rules and Expected Wait Time and Activity Code tables.
“About skillset mailboxes” on page 65
“Initializing a skillset mailbox” on page 68
“Skillset mailbox password” on page 71
“Recording skillset mailbox greetings” on page 74
“Playing skillset mailbox messages” on page 82
“Adding an agent” on page 116
“Monitoring agent calls with Silent Monitor” on page 177
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Routing
Intelligent Overflow Routing “Adding Overflow rules” on page 140
Chapter 1 Getting started 15
Greeting step
Distribute for step
Goto step
Transfer step
Disconnect step
Expected Wait Time tables NOTE: You must use CallPilot Manager. You cannot
Activity Codes NOTE: You must use CallPilot Manager. You cannot
Caller Input Rule Tables NOTE: You must use CallPilot Manager. You cannot
Advanced Intelligent Caller Input Routing NOTE: You must use CallPilot Manager. You cannot
Note: If you use a BCM50 system, Activity Codes, Caller Input Rule Tables and Advanced
Intelligent Caller Input Routing are not available.
Audience
“Adding a Greeting step” on page 150
“Adding a Distribute for step” on page 156
“Adding a Goto step” on page 157
“Adding a Transfer step” on page 159
“Adding a Disconnect step” on page 162
administer EWT Tables via telephone.
administer Activity Codes via telephone.
administer Caller Input Rule Tables via telephone.
administer Advanced Intelligent Caller Input Routing via
telephone.
This guide is for system administrators who configure, and maintain Contact Center on a Business
Communications Manager. To use this guide you must:
• be an authorized system administrator
• be knowledgeable of CallPilot and Contact Center
Acronyms
The following is a list of acronyms used in this guide.
Table 1
Acronym Description
BCM Business Communications Manager
CCR Custom Call Routing
CDN Control Directory Number
CFAC Call Forward All Calls
CFB Call Forward on Busy
CFNA Call Forward No Answer
CLID Calling Line Identification
CO Central Office
COS Class of Service
CallPilot Contact Center Telephone Administration Guide
16 Chapter 1 Getting started
Table 1
Acronym Description
DID Direct Inward Dialing
DN Directory Number
DND Do Not Disturb
DTMF Dual Tone Multi-Frequency
EWT Expected Wait Time
MWI Message Waiting Indication
NVM Norstar Voice Mail
Symbols and text conventions
These symbols are used to highlight critical information for the BCM system:
Caution: Alerts you to conditions where you can damage the equipment.
Danger: Alerts you to conditions where you can get an electrical shock.
Warning: Alerts you to conditions where you can cause the system to fail or work
improperly.
Note: A Note alerts you to important information.
Tip: Alerts you to additional information that can help you perform a task.
Security note: Indicates a point of system security where a default should be changed,
or where the administrator needs to make a decision about the level of security required
!
for the system.
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Chapter 1 Getting started 17
Warning: Alerts you to ground yourself with an antistatic grounding
strap before performing the maintenance procedure.
Warning: Alerts you to remove the BCM main unit and expansion unit
power cords from the ac outlet before performing any maintenance
procedure.
These conventions and symbols are used to represent the Business Series Terminal display and
dialpad.
Convention Example Used for
Word in a special font (shown in
the top line of the display)
Underlined word in capital letters
(shown in the bottom line of a two
line display telephone)
Dialpad buttons
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.
. Press the button directly below the
These text conventions are used in this guide to indicate the information described.
Convention Description
bold Courier
text
Indicates command names and options and text that you need to enter.
Example: Use the
Example: Enter
info command.
show ip {alerts|routes}.
italic text Indicates book titles
plain Courier
text
FEATURE
HOLD
Indicates command syntax and system output (for example, prompts
and system messages).
Example:
Set Trap Monitor Filters
Indicates that you press the button with the coordinating icon on
whichever set you are using.
RELEASE
Related publications
This section provides a list of additional documents referred to in this guide.
BCM 4.0 Administration Guide (N0060598)
BCM 4.0 Device Configuration Guide (N0060600)
CallPilot Contact Center Telephone Administration Guide
18 Chapter 1 Getting started
BCM 4.0 Networking Configuration Guide (N0060606)
CallPilot Manager Set Up and Operation Guide (N0027247)
CallPilot Telephone Administration Guide (N0060618)
Contact Center Set Up and Operation Guide (N0060620)
Contact Center Agent Guide (N0060619)
Contact Center Supervisor Guide (N0060621)
Keycode Installation Guide (N0060625)
Reporting for Contact Center Set up and Operations Guide (N0060637)
How to get Help
This section explains how to get help for Nortel products and services.
Getting Help from the Nortel Web site
The best way to get technical support for Nortel products is from the Nortel Technical Support
Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools to address issues
with Nortel products. More specifically, the site enables you to:
• download software, documentation, and product bulletins
• search the Technical Support Web site and the Nortel Knowledge Base for answers to
technical issues
• sign up for automatic notification of new software and documentation for Nortel equipment
• open and manage technical support cases
Getting Help over the phone from a Nortel Solutions Center
If you don’t find the information you require on the Nortel Technical Support Web site, and have a
Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site to obtain the phone number for your region:
http://www.nortel.com/callus
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Chapter 1 Getting started 19
Getting Help from a specialist by using an Express Routing Code
To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC)
to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for
your product or service, go to:
http://www.nortel.com/erc
Getting Help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor or authorized
reseller, contact the technical support staff for that distributor or reseller.
CallPilot Contact Center Telephone Administration Guide
20 Chapter 1 Getting started
N0060615N0060615
Chapter 2
About Contact Center telephone administration
Setting up Contact Center with a two line display telephone
You cannot use a single line display telephone to set up and administer Contact Center. You must
use a two line display telephone. Two line display telephones show Contact Center commands and
options. A two line display can show up to three display options at once. In some instances, an
option does not have a corresponding display button, and you must select the option by pressing
buttons on the diapad.
An example of a two line display
21
Display command line
Display button options
Display buttons
System timeout
If you pause longer than 2 minutes (120 seconds) when you program Contact Center on a two line
display telephone, the system times out and ends the session. This is a safety feature that prevents
unauthorized use of the system.
For example, if the system times out before you enter all the settings for a skillset, you must use
the procedures in “Changing skillset properties” on page 59 to finish setting up the skillset.
Skillset 1: Enabled
SKILL NEXT
CallPilot Contact Center Telephone Administration Guide
22 Chapter 2 About Contact Center telephone administration
Using the dialpad
The buttons on your display telephone dialpad act as both numbers and letters. Each button
represents a number and letters of the alphabet.
To enter a character
To accept a character
To delete a character
Numbers and letters on the dialpad.
press the dialpad button that represents the letter or number. Press the
button again to see the next letter or number.
press £ or press another button. When you press another button, the
cursor advances and the display shows the first character on the new
button.
press the
BKSP display button.
⁄ 1 ’ - ¤ A B C 2 a b c ‹ D E F 3 d e f
› G H I 4 g h i fi J K L 5 j k l fl M N O 6 m n o
‡ P Q R S 7 p q r s ° T U V 8 t u v · W X Y Z 9 w x y z
• Quit ‚ Q Z Zero q z £ Accepts the displayed letter and “,”
(comma)
The display can show up to 16 characters. Whether the prompt remains on the display depends on
the type of prompt that is displayed.
Pswd:1111
OTHR RETRY OK
This is an example of a display with fewer than 16 characters, where
the command line prompt remains on the display.
The prompt disappears for these command line prompts:
• Name:
•Log:
•Dest ph:
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Name:
RETRY BKSP OK
P
RETRY BKSP OK
PARTRIDGE
RETRY B KSP OK
This display shows the Name: command line prompt.
When you begin to enter the last name, the Name: command line
prompt disappears. For example, if you enter the name Partridge, you
press the pad ‡ for P, and the display drops the Name: prompt.
Although the name is only nine characters long, the command line
prompt is not shown on the display after you enter the entire name.
Chapter 2 About Contact Center telephone administration 23
Symbols and conventions used in this guide
These conventions and symbols are used to represent the Business Series Terminal display and
dialpad.
Convention Example Used for
Word in a special font (in the top
line of the display)
Underlined word in capital letters
(on the bottom line of a two line
display telephone)
Dialpad buttons
About telephone buttons
This table shows the 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
≤ 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
©
Volume Control
Release
√ √
® ®
You can enter ≤, ƒ or and the code to use a feature. For example, press
≤·°⁄ to access your mailbox.
The T7100 works differently from other telephones on your system because it does not have line
buttons. Where other telephones require that you select a line button to answer a call, on the T7100
terminal you pick up the handset. Where other telephones require you to select a line button to take
a call off hold, you press ≥ on the T7100 terminal.
On T7100 terminals, you can answer a second call by pressing ≥. Your active call is put on
hold and you connect to the waiting call. You can have no more than two active calls at one time.
CallPilot Contact Center Telephone Administration Guide
24 Chapter 2 About Contact Center telephone administration
Feature codes
You use Feature Codes to perform Contact Center functions on your telephone.
Feature Codes are assigned during installation. This guide shows the default Feature Codes.
Contact Center can also use custom Feature Codes. If the default Feature Codes are used by
another application, your system automatically assigns custom Feature Codes. If your System
Administrator has assigned custom Feature Codes, you can use the table “Feature Codes” on page
198 to record the Custom Feature Codes.
To determine the Feature Codes
1 Press ≤·•⁄.
Login/out: F9xx
NEXT
Ready Mode: F9xx
NEXT
2 The display shows the name and number of the Log In/Log Out
Feature Code. xx represents a number between 00 and 99.
3 Press NEXT
4 The display shows the name and number of the Ready Mode Feature
Code.
5 Press NEXT
6 When the display shows QUIT
7 Press ® to end the session.
.
to see more Feature Codes.
you have seen all the Feature Codes.
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Chapter 2 About Contact Center telephone administration 25
Programming a memory button with a Feature Code
Each Feature Code can be programmed to a memory button. Nortel recommends that you use
memory buttons with indicators to program the Feature Codes. A memory button indicator is the
triangle next to a memory button.
You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready
status of agents. For information about how the status appears, refer to the Contact Center Agent
Guide.
For information about using programmed memory buttons to monitor call activity, refer to
“Primary and Secondary alert times” on page 32.
To program a memory button
1 Press ≤•‹.
Do not lift your handset.
Program Features
Press a button
QUIT
Feature Code:
QUIT
F__
QUIT CLEAR
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 Contact Center
agents” on page 28 and “Agent Feature Codes” on page 28 for the
Feature Codes.
Repeat steps 1 through 5 for each Feature Code you want to
program.
Programmed
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.
CallPilot Contact Center Telephone Administration Guide
26 Chapter 2 About Contact Center telephone administration
Feature Codes used by Contact Center 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 Modes for skillsets” on page 175 and “Resetting the Operator password”
on page 193.
• 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 Contact Center Administrator and the operator
For information on the Control DN, refer to “Determining a skillset mailbox
number” on page 66.
For information on resetting the Operator and Contact Center Administrator
passwords, refer to “Resetting the Contact Center Administrator password” on
page 43 and “Resetting the Operator password” on page 193.
• view real-time status information about skillsets. You can see how busy your
contact center is so that you can adjust skillset staffing
• view whether a skillset is enabled or disabled
• view the number of agents logged on to the skillset
• view the number of calls waiting
• view the longest wait time of a call
To provide easy, one-button access to the this feature, program a memory button
that has an indicator with
Refer to “Programming a memory button with a Feature Code” on page 25.
≤ ·‚·.
Log on/Log off
≤·‚›
Monitor agents
≤·‚fi
Supervisor Help
≤·‚fl
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• log agents off if they forget to log off.
For information, refer to “Logging an agent off” on page 128.
• lets you monitor agents
• lets you take agents’ help requests
Chapter 2 About Contact Center telephone administration 27
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 Contact Center agents” on page 28.
Note: While you use a feature, if you press the Feature ≤ button your present feature session
ends. Do not press ≤ unless you want to end your current feature session.
• activate or cancel the Not Ready feature on their telephone. If the work
resulting from a call requires extra time to complete, an agent can use the Not
Ready Feature Code to prevent Contact Center from routing another call to
them. If an agent makes a telephone call, or if a supervisor is monitoring a
call, they first use the Not Ready Feature Code to activate the Not Ready
feature. When the agent is ready to receive calls, they use this Feature Code
to cancel the Not Ready feature and receive calls again.
• If an agent does not answer a call within a certain number of rings, the call is
returned to the skillset and the agent telephone is automatically placed into
Auto Busy Mode or Auto Logout Mode. The agent must manually cancel the
Auto Busy Mode feature by using the Not Ready Feature Code to continue to
receive calls.
CallPilot Contact Center Telephone Administration Guide
28 Chapter 2 About Contact Center telephone administration
Feature Codes used by Contact Center agents
If you have Custom Feature Codes, record them in the table “Feature Codes” on page 198.
Agent Feature Codes
For more information on Agent Feature Codes, refer to the Contact Center Agent Guide. For more
information on Feature Codes used by supervisors, refer to the “Feature Codes used by Contact
Center supervisors” on page 26.
Agents use this Feature Code To...
Open Mailbox
≤ ·°⁄
Log on/Log off
Monitor skillsets
≤·‚›
Supervisor Help
≤·‚fl
Activity Codes
≤·‚‡
Not Ready
≤·‚°
• 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 32.
• requests help from a supervisor
• start a session where they can enter Activity Codes
• activate or cancel the Not Ready feature on their telephone. If the
work resulting from a call requires extra time to complete, an agent
can use the Not Ready Feature Code to prevent Contact Center from
routing another call to them. If an agent makes a telephone call, or if a
supervisor is monitoring a call, they first use the Not Ready Feature
Code to activate the Not Ready feature. When the agent is ready to
receive calls, they use this Feature Code to cancel the Not Ready
feature and receive calls again.
• If an agent does not answer a call within a certain number of rings, the
call is returned to the skillset and the agent telephone is automatically
placed into Auto Busy Mode or Auto Logout Mode. The agent must
manually cancel the Auto Busy Mode feature by using the Not Ready
Feature Code to continue to receive calls.
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Display Waiting Calls
≤ ·‚·
• see, during peak call periods, which skillsets have the most call
activity.
Note: If you use a BCM50 system, Activity Codes (≤ 907) are not available.
Chapter 3
Contact Center general properties
To set the Contact Center general properties:
• set the Primary and Secondary alert times
• set the number of Reserved channels
• set the CLID parameter
• set the Supervisor Help request timeout value
• select from which skillsets a supervisor can receive help requests
• configure the lines to be answered by Contact Center
• set the line answering status
To enable Contact Center using F9*8
If you do not have Contact Center as your primary application, you must enable the Contact Center
keycode. You enable the Contact Center keycode using Feature 9*8 or through Element
Manager. Refer to the Keycode Installation Guide for more information on obtaining a keycode
and enabling a keycode through Element Manager.
29
To enable the Contact Center keycode
1 Press ≤·•°.
User ID:_
RETRY OK
Password:_
RETRY OK
Features Codes
NEXT OK
SID:
NEXT BACK
Sequence ID
NEXT CHNGE BACK
Features List
NEXT SHOW BACK
VM Seat
NEXT CHNGE BACK
2 Log in by following the voice prompts or the display button
options.
3 Enter your password and press OK
The Features Codes are displayed.
4 Press OK
to continue.
The system ID (SID) is displayed.
5 Press NEXT
.
6 Enter your sequence ID, and press NEXT
7 Press SHOW
to scroll through the Features List and select
the feature you want.
8 In this example, the feature is VM Seats. Press CHNGE
enter the feature data value.
The current feature data value is displayed.
.
.
to
CallPilot Contact Center Telephone Administration Guide
30 Chapter 3 Contact Center general properties
Data:_
CHNGE BACK
Data:2
CANCL RETRY OK
Data:2
CHNGE BACK
VM Seat
NEXT CHNGE BACK
VM Seat
NEXT CHNGE BACK
Features List
NEXT SHOW BACK
Keycode
NEXT SHOW BACK
9 Press CHNGE to enter the new feature data value. For
example, if you have two voicemail seats, enter 2.
10 Enter the new feature data value. Press OK
to accept the
data feature value.
11 The new feature data value are displayed. Press BACK
to
return to the feature.
12 Press NEXT
to scroll through the feature list and select the
feature you want. Repeat steps above to add more features.
Add all features and feature data values before you enter
the keycode.
13 After you add all of the features you have purchased, press
.
BACK
The Features List is displayed.
14 Press NEXT
15 Press SHOW
to continue to the Keycode display.
to enter the keycode.
The keycode is a 24-digit code. Enter the keycode in three
8-digit sets.
1st:
NEXT CHNGE BACK
1st:
CANCL RETRY OK
2nd:
NEXT CHNGE BACK
2nd:
CANCL RETRY OK
3rd:
NEXT CHNGE BACK
3rd:
CANCL RETRY OK
1st:12345678
NEXT CHNGE BACK
Keycode
NEXT SHOW BACK
Activate?
YES NO
16 Press CHNGE
17 Enter the first eight digits of the keycode and press OK
18 Press CHNGE
to enter the first eight digits of the keycode.
.
to enter the second set of eight digits of the
keycode
19 Enter the second set of eight digits of the keycode, and
press OK.
20 Press CHNGE
keycode, and press OK
to enter the third set of eight digits of the
.
21 Enter the third set of eight digits of the keycode, and press
OK
.
22 The first eight digits are displayed. Press BACK
23 Keycode is displayed. Press BACK
24 Activate? is displayed. Press YES
to continue.
to activate the features.
to continue.
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