Avaya Multimedia Call Center User Manual
Part No. P0935737 05
Multimedia Call Center
Set Up and Operation Guide
2
Multimedia Call Center Set Up and
Operation Guide
Copyright © 2002 Nortel Networks
All rights reserved. 2002.
The information in this document is subject to change without n ot ice. The statements, confi gurations, technical data , and
recommendations in this document are believed to be acc urate and reliable, but are presented without express or implied
warranty. Users must take full responsibility for their app lications of a ny products spec ified in this doc ument. The info rmation 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 Windo w s NT are registered trademarks of Microsoft Co r poration.
All other trademarks and registered trademarks are the property of their respective owners.
P0935737 05
Contents
Chapter 1
About Multimedia Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Overview of Multimedia Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
How Multimedia Call Center works for callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
The Multimedia Call Center caller interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
How Multimedia Call Center works for agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
The Multimedia Call Center agent interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Multimedia Call Center call types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
PSTN voice and data calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Data only call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Requirements for using CallPilot Manager to set up Multimedia Call Center . . . . . . . 10
How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Chapter 2
Setting up Mu l timedia Call Ce n te r . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
3
How an agent-centric PSTN voice and data call works . . . . . . . . . . . . . . . . . . 8
How a data only call works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Creating a user account for Multimedia Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Enabling a Software Authorization Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Setting Multimedia Call Center parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Assigning routing to Multimedia Call Center calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
How Multimedia Call Center calls work with Routing Tables . . . . . . . . . . . . . . . . . 19
Routing Multimedia Call Center calls using the CLID/DNIS table . . . . . . . . . . . . . . . . 20
Assigning a callback route for Multimedia Call Center . . . . . . . . . . . . . . . . . . . . . . . . 24
Configuring outdialing using PRI lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Assigning an outgoing line to a line pool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Creating a Multimedia Call Center dial plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
An example of a dial plan that restricts calls based on their country . . . . . . . . . . 35
Setting the Maximum Outcalling Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Configuring the Dialing Translation Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Chapter 3
Multimedia Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Enabling Multimedia Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Adding Multimedia Call Center agents to Call Center . . . . . . . . . . . . . . . . . . . . . . . . . 42
Adding more than one agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Accepted Call Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Installing Multimedia Call Center software on an agent’s computer . . . . . . . . . . . . . . 47
Requirements for agents using Multimedia Call Center . . . . . . . . . . . . . . . . . . . . 47
To install Multimedia Call Center software on an agent’s computer . . . . . . . . . . . 47
Configuring Multimedia Call Center on a Windows 95 system . . . . . . . . . . . . . . . 48
Multimedia Call Center Set Up and Operation Guide
4 Contents
Configuring an agent's server settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Configuring an agent’s browser settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Configuring an agent’s name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Using Follow-me browsing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Chapter 4
Multimedia Call Center messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Call setup messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Status and error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Web refresh message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Recording Multimedia Call Center announcements . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Downloading web pages and viewing web page lists . . . . . . . . . . . . . . . . . . . . . . . . . 62
Customizing web pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Uploading or deleting web pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Creating and distributing web page lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Call setup page for first-time callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Call setup page for subsequent callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Multimedia Call Center unavailable message . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
No agents logged on message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Bad calling preferences message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Choose how to connect message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Session completed message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
User busy message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Lines busy message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Make call failed message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Preferences message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
No answer message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Connected message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Call transferred message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Overviews of downloading, customizing and uploading pages . . . . . . . . . . . . . . . 65
Chapter 5
Viewing reports, active calls and log files. . . . . . . . . . . . . . . . . . . . . . . . . . 69
Summary call report - all calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Summary call report by skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Detail call report - all calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Detail call report by skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Generating Multimedia Call Center reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Monitoring active calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Viewing log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
P0935737 05
Chapter 1
About Multimedia Call Center
This guide assists a Call Center administrator with installing and configuring Multimedia Call
Center for Nortel Networks Business Communications Manager 3.0.
This guide assumes that you are familiar with using Unified Manager and CallPilot Manager. For
more information, refer to the Business Communications Manager 3.0 Programming Operations
Guide and the CallPilot Manager Set Up and Operations Guide.
In this document the server that Multimedia Call Center is installed on is referred to as
“voicebutton.<domain>”
where:
• <domain> is the domain name of the business, for example nortelnetworks.com
• “voicebutton” is the host name of the server within the domain.
The server is usually called “voicebutton”, although any unique hostname within the domain is
acceptable.
5
Overview of Multimedia Call Center
With Multimedia Call Center agents and callers can have multimedia calls that include:
• speaking over a Public Switched Telephone Network (PSTN) voice connection
• text chatting
• exchanging and viewing web pages
• viewing screen captures sent by an agent
Multimedia Call Center Set Up and Operation Guide
6 Chapter 1 About Multimedia Call Center
How Multimedia Call Center works for callers
When callers on a website click a voice button html image the “Call setup page for first-time
callers” on page 54 appears for first-time callers.
In the call setup page callers specify their calling preferences. Callers can access the media types
based on their needs and resources. Callers with separate data and PSTN voice lines can have a
PSTN voice call while they view, receive or even send web pages to agents. For information on
Multimedia C all Center call types see “Multimedia Call Center call types” on page 8.
After a caller specifies their prefer enc es, t h e vo ic e but ton call enters the Call Cent er . Based on the
rules created by the Call Center Administrator, the request for an agent is sent to the appropriate
skillset. If an agent is not immediately available, the caller can receive periodic html messages
(web refresh). The Call Center Administrator programs the se messages. The messa ges can thank
callers for t heir inter est, infor m th em that ther e are no agent s curr en tly a vaila ble, and t ell them t hat
they will be connected to the first av ailable agent.
When the call is answered by an agent, th e “The Mu lt imedia Call Center caller interface” on page
6 appears in the caller’s web browser.
The Multimedia Call Center caller interface
The caller interface has two windows. The first window lets the caller control the progress of the
call. The second window displays Multimedia Call Center messages and the web pages that an
agent sends to the caller.
Opens the text chat interface
Opens the
preferences
page
Ends the call
Displays the agent’s name
Sends the web
page specified
in the Send
Page box to
the agent
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Chapter 1 About Multimedia Call Center 7
How Multimedia Call Center works for agents
Depending on the call preferences the caller has requested in the call setup page, the agent can
have a browser-only, or a voice and browser call with the caller. The agent can use follow-me
browsing to show the caller a sequence of web pages. The agent can also push pages or screen
captures to the caller.
For a phone and browser call, the agent must answer the phone, and then the agent interface and
browser window appears on the agent’ s computer . For a browse r-onl y call, the agent interf ace and
browser window appears right away, so the agent cannot decline this type of call. The agent’s
browser window shows th e web page that the cal l er ori g i nal ly clicked to start the Multimedia Call
Center call.
The Multimedia Call Center agent interface
The Multimedia Call Center agent interface has two windows. The first window lets an agent
control the progress of the call. The second window displays the Multimedia Call Center web
pages that the agent sends to a caller, or that a caller sends to them.
Initiates a
text chat
with the
caller
Opens
Help
Ends the
browser
session
Takes a screen
capture of a
web page,
window,
desktop, etc.
Blocks
a caller
Contains a
preset list of
web pages
Controls whether
web pages
clicked by the
agent are sent to
the caller
Shows the url of
the web page
the caller clicked
the voice button
on
Shows the name
and phone
number the caller
specified in the
Call Setup page
Displays in the
second window
the web page the
caller clicked the
voice button on
Multimedia Call Center Set Up and Operation Guide
8 Chapter 1 About Multimedia Call Center
Multimedia Call Center call types
Callers with a PSTN voice connection and a data connection, and callers with only a data
connection can have a multimedia session with a Multimedia Call Center agent.
PSTN voice and data calls
PSTN voice and data calls use agent-centric routing.
Agent-centric call
After a caller clicks voice button the C all Cen ter pho nes the c aller w hen an
agent is available. The Call Center then connects the call to the agent.
How an agent-centric PST N voice and data call works
For this type of call, the cal ler has a separat e PSTN voice an d inter net conne ction , and is not using
their telephone.
1 The caller clicks the voice button icon on a web page.
2 The call setup page “Call setup page for first-time callers” on page 54 appears for first-time
callers. If the caller is not a first-time caller, step 4 occurs.
3 In this example the caller enters their phone number, name and area code. The caller can
specify that their call is:
• by browser only (a text chat with an agent)
• by phone and browser (a PSTN voice call and text chat with an agent)
4 A request for an agent is sent over the IP network to the call center.
5 While the caller is waiting web refresh html pages are displayed in their browser that
correspond to the announcement they would hear if they were on a PSTN voice call. A new
web page can be pushed for every Call Center announcement.
6 When a Multimedia Call Center agent becomes available, the caller's phone rings.
7 The caller answers the call.
8 The Call Center routes the PSTN voice portion of the call to the Multimedia Call Center agent.
The agent's set rings and displays “www” to signify that the call is a voice button call.
9 The agent answers the call on their set and the agent’s and the caller's audio path are
connected, and the agent and caller's web pages are synchronized. “The Multimed ia Call
Center agent interface” on page 7 appears in the agent’s browser and the “The Multimedia
Call Center c aller interface” on page 6 a ppears in the caller’s browser.
10 The agent pushes appropriate web pages to the caller. The agent can have a text chat session
with the caller. Text chat is controlled by the monitor parameter.
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Chapter 1 About Multimedia Call Center 9
Data only call
For this type of call, the caller needs an Internet connection. A data only call can include text chat
and pushed web pages.
How a data only call works
1 The caller clicks the voice button icon on a web page.
2 While the caller is waiting web refresh html pages are displayed in their browser that
correspond to the announcement they would hear if they were on a PSTN voice call. A new
web page can be pushed for every Call Center announcement along with information such as
the number of age nts in t he sk ills et an d the numbe r of call s in the skil lset . For a fu ll list of CGI
parameters see the Multimedia Call Center Web Develo per Guide.
3 When a Multimedia Call Center agent is availabl e “The Multimedia Call Center agent
interface” on page 7 appears in the agent’s browser and notifies the agent that they have a call.
4 “The Multim edia Call Center caller interface” on page 6 appears in the caller’s browser.
5 The agent pushes appropriate web pages to the caller. The agent can have a text chat session
with the caller.
Multimedia Call Center Set Up and Operation Guide
10 Chapter 1 About Multimedia Call Center
Requirements for using CallPilot Manager to set up Multimedia Call Center
You set up Multimedia Call Center using CallPilot Manager, the web-based administration tool.
You access CallPilot Manager on a web browser from a computer on your network.
System requirements
Before you use CallPi lot Manager to set up Multi medi a Ca ll Center, you must have your Bu siness
Communications Manager 3.0 system configured and Call Center installed. For how to enable a
software authorization code, refer t o “Enabling a Software Authorization Code” on page 14.
Computer requirements
The computer you use to run CallPilot Manager must have:
• WinNT or Windows workstation running 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 br owser, refr esh the browse r by clickin g the View menu and clicking
Reload. If you still cannot view the settings, upgrade your browser.
If you use Microsoft Internet Explorer, set these parameters:
• Check for newer versions: every visit to the page
• Java JIT c ompiler enabled: on
For more information about these settings, refer to your web browser online Help.
For more information about using CallPilot Manager or Nortel Networks Call Center, refer to the
CallPilot Manager Set Up and Operation Guide and the Nortel Networks Call Center Set Up and
Operation Guide.
P0935737 05
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
email:
naitas@nortelnetworks.com
Presales Support (CSAN)
Telephone:
1-800-4NORTEL (1-800-466-7835)
Use Express Routing Code (ERC) 1063#
Chapter 1 About Multimedia Call Center 11
EMEA (Europe, Middle East, Africa)
Technical Support
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
Multimedia Call Center Set Up and Operation Guide
12 Chapter 1 About Multimedia Call Center
P0935737 05
Chapter 2
Setting up Multimedia Call Center
Setting up Multimedia Call Center involves:
• Creating a user account for Multimedia Call Center
• Enabling a Software Authorization Code
• Setting Multimedia Call Center parameters
• Assigning routing to Multimedia Call Center calls
• How Multime dia Call Center calls work with Routing Tables
• Routing Multimedia Ca ll Center calls using the CL ID/DNIS table
• Assigning a callback route for Multimedia Call Center
• Configuring outdialing using PRI lines
• Assigning an outgoing line to a line pool
• Creating a Multimedia Call Center dial plan
• An example of a dial plan that restricts calls based on their country
• Setting the Maximum Outcalling Channels
• Configuring the Dialing Translation Table
13
Creating a user account for Multimedia Call Center
You have the option of creating user accounts that let several people have access to Multimedia
Call Center settings. A user account lets users access their information, but not anyone else’s.
For example, if you have a Web Developer who creates custom web pages for your business, you
can create a user account for them. This gives them their own user ID and password that gives
them access to certain tasks, for example, downloading and uploading web pages, and viewing
web page lists. Another exa mple is ABC Computer s has wee kly spec ials and wants to updat e thei r
information weekly. You can create a user account for ABC Computers that lets anyone who has
the user ID update their web pages.
For information on creating user accounts, refer to the Business Communications Manager 3.0
Programming Operations Guide.
Multimedia Call Center Set Up and Operation Guide
14 Chapter 2 Setting up Multimedia Call Center
Enabling a Software Authorization Code
You enable Multimedia Call Center by enabling the Multimedia Call Center software
authorization code on the Business Communications Manager 3.0 Unified Manager. Before you
enable Multimedia Call Center you must have Call Center installed on your system.
To enable the Multimedia Call Center software authorization code
1 Point your web browser to the URL
http://voicebutton.<domain>:6800
where <domain> is the domain name of Business Communications Manager 3.0.
The Business Communications Manager 3.0 Unified Manager screen appears.
2 Click the Configure button.
The Login screen appears.
3 In the User ID box type your user ID.
4 In the Password box type your password.
5 Click the Login button.
The Unified 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.
P0935737 05
Chapter 2 Setting up Multimedia Call Center 15
9 In the Keycode box type the number of the keycode you want to enable.
10 Click the Save button.
11 Do not log off Business Communications Manager 3.0.
Go to “Setting Mult imedia Call Ce nter parameters” on page 16.
Multimedia Call Center Set Up and Operation Guide
16 Chapter 2 Setting up Multimedia Call Center
Setting Multimedia Call Center parameters
You must set the system name, public host name, signature, and how long the log files are kept.
To set Multimedia Call Center parameters
1 On the Unified Manager, click the Services key.
2 Click the Multimedia Call Center heading.
The Summary screen appears.
3 On the Tools menu click Multimedia Call Center Admin.
The Enter Network Password dialog box appears.
4 In the User Name box type your user name.
5 In the Password box type your password.
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Chapter 2 Setting up Multimedia Call Center 17
6 Click the OK button.
The System Administration page appears.
7 Under the Other Administrative Functions heading, click the View Params button.
The System Paramet ers page appears.
8 In the System name box type the host name of your Business Communications 3.0 system.
9 In the Public host name box type th e appropriate publi c host name for your s yst em. Ask your
network administrator how your system is set up.
• If you have no firewall, or you use Busin ess Communications Manager 3.0 as the fir ewall,
enter the external IP address of your Business Communications Manager system.
• If you use a dedicated firewall/proxy server, enter its external IP address.
10 In the Signature box enter the signatur e you want to use. The sign ature is a tag that a ppears on
Unified Man ager pages for Multimedia Call Center. The default signature is Nortel Ne tworks
Multimedia Call Center. You can change the signature.
Multimedia Call Center Set Up and Operation Guide
18 Chapter 2 Setting up Multimedia Call Center
11 From the Keep log file s for list box, select how long you want to kee p log files. The defaul t is
20 days.
12 Click the Update Params button.
A message appears that the parameters are updated.
13 Do not log off Business Communications Manager 3.0.
Go to “Assigning routing to Multimedia Call Center calls” on page 19.
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Chapter 2 Setting up Multimedia Call Center 19
Assigning routing to Multimedia Call Center calls
You must assign how Multimedia Call Center calls are routed. The standard method of assigning
call routing is to specify the initial skillset in the web link that is used to initiate the call. See the
Multimedia Call Center Web Developer Guide for details. You specify the skillsets to be used to
the web developer, who in cludes this information on the customized web pages for your company.
If you use Professional Call Center, you can also use the callback number information for a
Multimedia Call Center Call, to move the call to an other skillset or change the call’s priority
within the skillset. The callback number is processed by the CLID column .
Note: The skillset defined in the html tag is used unless there is an overriding rule in the
CLID/DNIS table.
How Multimedia Call Center calls work with Routing Tables
When you set up your Call Center, you create Day and Night Routing Tables for each skillset. To
route Multimedia Call Center calls effectively, you must understand how routing steps affect
Multimedia Call Center calls. For example, you can set up the Night Routing Table so that when
your Call Center is closed, Multimedia Call Center calls will transfer to a mailbox or another
number.
Before a Multimedia Call Center call is connected to an agent, these Intelligent Overflo w actions
disconnect the call in the caller’s browser and display a message to the caller:
• transfer t o Skillset mailbox
• transfer t o external or i nternal DN
• transfer to Automated Attendant
• transfer to Operator
Before a Multimedia Call Center call is connected to an agent, these actions route the call as
expected:
• Overflow to other skillsets
• Move to another skillset
• Change priority of call
For information abou t s ett i ng up Day and Night Routing Tables, refer to the Nortel Net w ork s Cal l
Center Set Up and Operation Guide.
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20 Chapter 2 Setting up Multimedia Call Center
Routing Multimedia Call Center calls using the CLID/DNIS table
If you do not want to use a CLID/DNIS table, continue with “Assigning a callback route for
Multimedia Call Center” on page 24.
1 On the Unified Manager, click the Services key.
2 Click the Voice Mail heading.
The Summary screen appears.
3 On the Tools menu click CallPilot Manager Admin.
The Administration Login screen appears.
4 In the Password box type your system administrator password.
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5 Click the Submit button.
The CallPilo t Manager scr een appears.
Chapter 2 Setting up Multimedia Call Center 21
6 Click the Call Center heading.
7 Click the CLID/DNIS Routing Table link.
The Intelligent CLID/DNIS Routing page appears.
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22 Chapter 2 Setting up Multimedia Call Center
8 Click the Insert link to assign how Multimedia Call Center calls are routed.
The CLID/DNIS Setup page appears.
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Chapter 2 Setting up Multimedia Call Center 23
9 Select how you want Multimedia Call Center calls to be routed:
• If you want Intelligent CLID/DNIS routing to apply to Multimedia Call Center calls,
select the Voice Butt on check box and do not enter information in the Line or DNIS
boxes.
• Select the action and call priority.
•Click the Submit button.
The Intelligent CLID/DNIS Routing page appears.
The routing rule you created appears in this table.
The CLID/DN IS Routing table below shows three examples of Multimedia Call Center
rules.
• In the first Multimedia Call Center rule, Multimedia Call Center calls with a CLID or ANI
of 4033 are routed to skillset 2 and given a priority of 18.
• In the second Multimedia C all Center rule, Multimedia Call Center ca lls with a CLID or
ANI of 4053 change to a priority 8.
• In the third Multimedia Call Center ru le, Multimed ia Call Center calls that do not match
the other ru les shown in this table are routed to skillset 2 and given a priority of 4.
You can use the wildc ar d ch ara ct er ( * ) for Multimedia Call Center rul es. For example, if
you want to program all Multimedia Call Center calls from a specific area code such as
403 to have a high priority and go to skillset 1, select Voice Button, enter 403* and select
priority 1 and skillset 1.
10 Do not log off CallPilot Manager.
Go to “Assigning a callback route for Multimedia Call Center” on page 24 and assign a
callback route.
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24 Chapter 2 Setting up Multimedia Call Center
Assigning a callback route for Multimedia Call Center
A callback route must be set up for Call Cente r to connect to the caller’s phone. You can pr ogr am
the callback route on a per skil lset basi s by programmi ng the skillse t mailbox , or on a system-wide
basis by using the system administration mailbox. The callback route is determined as follows:
• If you program a skillset to have a callback route associated with it, Multimedia Call Center
uses the callback route that you have programmed.
• If you do not program a skillset to have a callback route, but you program the system
administration mailbox to have a callback route associated with it, Multimedia Call Center
uses the callback route that you have programmed.
• If you do not program a skillset or the system administrator mailbox to have a callback route,
Multimedia Call Center uses Pool A.
To assign a callback route for a skillset or the System Administrator
mailbox
1 On CallPilot Manager, click the Mailbox Admi ni str ati on heading.
The Mailbox List page appears.
2 Click the Change link for the mailbox that you want to assign a callback route to, either the
system administrator mailbox or the skillset mailbox.
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Chapter 2 Setting up Multimedia Call Center 25
3 Select an Outdial Type.
If you are not sure of which outdial type to select, ask your System Administrator.
• If you select Pool, enter a number between 1 (for Pool A) and 15 (for Pool O). Make sure
that this Poo l has lines ass igned to it. Refer to “Assigning an outgoing line to a line pool”
on page 33.
• If your system uses PRI lines for outdialing, select Route as the outdial type. Ask your
System Administrator what the PRI routing code is.
If you use PRI lines, you must also:
a make sure the routing table is set up correctly.
Refer to “Configuring outdialing using PRI lines” on page 26.
b create whatever calling restrictions you need, including the routing code.
Refer to “Creating a Multimedia Call Center dial plan” on page 35.
c configure the Dialing Translation Table.
Refer to “Configuring the Dialing Translation Table” on page 39.
4 Do not log off.
If you use PRI lines, go to “Assigning an outgoing line to a line pool” on page 33.
If you use a line pool, go to “Configuring outdialing using PRI lines” on page 26.
Multimedia Call Center Set Up and Operation Guide
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