Nortel Networks Call Center Telephone User Manual

Part No. N0025637 01 December 2, 2004

Call Center Telephone Administration

Guide

Call Center Telephone Administration 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.

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

N0025637 01

Contents

Chapter 1

About Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

What Call Center includes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

What you can administer through a telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 2

About Call Center telephone administration . . . . . . . . . . . . . . . . . . . . . . . . 15

Setting up Call Center with a two line display telephone . . . . . . . . . . . . . . . . . . . . . . . 15

System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 19

Feature Codes used by Call Center Administrators and supervisors . . . . . . . . . . . . . 20

Feature Codes used by Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Chapter 3

Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Enabling the Call Center software authorization code . . . . . . . . . . . . . . . . . . . . . . . . . 23

Setting Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Primary and Secondary alert times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Setting Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Setting the Supervisor Help request timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Selecting skillsets supervisors can receive help requests from . . . . . . . . . . . . . . 28

Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Resetting the Call Center Administrator password . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Chapter 4

Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

About Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Types of Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Recording a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Call Center Telephone Administration Guide

4 Contents

Chapter 5

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

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

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

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

Setting up a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Chapter 6

Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Checking which telephone mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . 57

Initializing a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Opening a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 65

Recording a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Deleting a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Checking skillset mailboxes for messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Playing skillset mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Resetting a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Examples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Using the Reply feature to reply to an external caller . . . . . . . . . . . . . . . . . . . . . . 76

Chapter 7

Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

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

Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

N0025637 01

About setting up Off-premise Message Notification to a pager number . . . . . . . . 84

Contents 5

Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Chapter 8

Setting up agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Adding an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Changing an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Adding multiple agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Assigning several agents to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Removing agents from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Viewing agents in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Logging an agent off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Deleting an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Resetting an agent password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Chapter 9

Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Adding Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Changing and viewing Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Deleting Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Chapter 10

Routing table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Adding a Distribute for step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Changing a routing table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Modifying Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Erasing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Setting the Service Modes for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Call Center Telephone Administration Guide

6 Contents

Chapter 11

Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Monitoring tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Taking some Not Ready time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Changing your password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Configuring Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

How to handle Supervisor help requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

How to handle missed requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Setting up Silent Monitor on your system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

To monitor skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

An example of monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Using a memory button to monitor calls waiting in skillsets . . . . . . . . . . . . . . . . 156

Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Programming Not Ready to a memory button . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

How Supervisor Help works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

An example of retrieving an escalated request . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Chapter 12

Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Call Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 165

Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Chapter 13

Troubleshooting Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Important considerations about how agents use features . . . . . . . . . . . . . . . . . . 168

Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

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Contents 7

Chapter 14

Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

General Call Center parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Call Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Call Center Telephone Administration Guide

8 Contents

N0025637 01

Chapter 1 About Call Center

This guide leads a Call Center Administrator through setting up and operating Call Center on a CallPilot 100/150 or BCM50 system. You can program Call 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 Call Center.

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 and informative messages.

For information about Call Center features, refer to the Call Center Set Up and Operation Guide.

Call Center Telephone Administration Guide

10 Chapter 1 About Call Center

What Call Center includes

You can use Enhanced or Basic Call Center on CallPilot. Basic Call Center is available for BCM50.

Features Basic Call Center Enhanced Call Center

Skillsets 2 30

Overflow skillsets 1 29

Configured agents (available agent IDs) 20 100

Agent priority levels 20

Active agents 10 Enhanced: max 50, min 20

Active calls in all skillsets 15 48

Maximum active calls per skillset 15 48

Lines that can be configured for Call Center

Voice ports (shared with CallPilot or dedicated)

Routing tables per skillset 2

Greetings 30 50

Steps per routing table 20

Skillset mailboxes 2 30

Supervisors 10 16

Supervisor functionality, including call monitoring

Maximum simultaneous monitoring sessions

Day of Week Service: you specify the start times for the day and night skillset for each day of the week

Limited Feature 983 telephone administration

Supervisor Help Available with Silent Monitor. Not supported with Muted Monitor.

(You can have an additional 8 for CallPilot if you have 2 CallPilots

Silent is available only if a MICS 7.0 or later KSU is used. Otherwise, muted mode is available. Only one mode is available at a time, so if silent monitor is available, muted monitor is not.

15 30

on 1 KSU)

Available

Expected Wait Time 5 tables 20 tables

Activity Codes 2,000 entries

Dynamic agent priority levels Not available 20

Caller Input Tables Not available 30

CallPilot Manager Available

Call Center Reporting

Dynamic call priority levels Not available 20

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Enabled with optional Software

Authorization Code

Included

Chapter 1 About Call Center 11

Features Basic Call Center Enhanced Call Center

Overflow rules per skillset 20 20

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

Advanced Intelligent Caller Input Routing: 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 Available

Available

Overflow rules per skillset 20

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

Available

Call Center Telephone Administration Guide

12 Chapter 1 About Call Center

What you can administer through a telephone

Call Center properties

Software authorization code

Primary and Secondary Alert times “Primary and Secondary alert times” on page 25

Reserved Channels “Reserved channels” on page 26

Supervisor Help “Setting the Supervisor Help request timeout” on page 28

Caller ID display settings “Setting Caller ID” on page 27

Lines “Configuring lines” on page 29

Answer lines status “Setting the Answer Lines status” on page 31

Reset Administrator password “Resetting the Call Center Administrator password” on page

Call Center greetings “Recording a Call Center greeting” on page 36

Skillsets

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

Monitor skillsets

Skillset mailboxes

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

Off-premise message notification “About Off-premise Message Notification” on page 77

“Enabling the Call Center software authorization code” on page 23

“Selecting skillsets supervisors can receive help requests from” on page 28

NOTE: You must use CallPilot Manager to add Greeting captions.

“Setting up a skillset” on page 43

“Setting the Service Modes for skillsets” on page 148

“Monitoring skillsets” on page 154

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 55 “Initializing a skillset mailbox” on page 58 “Skillset mailbox password” on page 61 “Recording skillset mailbox greetings” on page 63 “Playing skillset mailbox messages” on page 70

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 107

Log an agent off “Logging an agent off” on page 111

Reset an agent password “Resetting an agent password” on page 113

Monitor agents

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“Adding an agent” on page 102

“Monitoring agent calls with Silent Monitor” on page 151

Routing

Intelligent Overflow Routing “Adding Overflow rules” on page 122

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

How to get help

USA and Canada

Authorized Distributors - ITAS 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/itas/

email:

naitas@nortelnetworks.com

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 - CTAS

Telephone: 1-954-858-7777

email:

csrmgmt@nortelnetworks.com

APAC (Asia Pacific)

Technical Support - CTAS

Telephone:

+61 388664627

Fax:

+61 388664644

• email:

asia_support@nortelnetworks.com

N0025637 01

Chapter 2 About Call Center telephone administration

Setting up Call Center with a two line display telephone

You cannot use a single line display telephone to set up and administer Call Center. You must use a two line display telephone. Two line display telephones show 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

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.

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 49 to finish setting up the skillset.

Skillset 1: Enabled SKILL NEXT

Call Center Telephone Administration Guide

16 Chapter 2 About Call 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.

Name: RETRY BKSP OK

P RETRY BKSP OK

PARTRIDGE RET RY BKSP OK

The prompt disappears for these command line prompts:

•Name:

•Log:

•Dest ph:

N0025637 01

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 Call Center telephone administration 17

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 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

≤ ƒ F

button

≥ ˙ ≥

Pswd: Command line prompts on display telephones.

PLAY Display option. Available on two line display

. Press the button directly below the

M7100N, M7208N, M7310N, M7324N

telephones option on the display to proceed.

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

M7100, M7208, M7310, M7324

Vol u m e C o n trol

Release

√ √

® ® ®

You can enter ≤, ƒ or F

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.

Call Center Telephone Administration Guide

18 Chapter 2 About Call Center telephone administration

Feature codes

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

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

172 to record the Custom Feature Codes.

To determine the Feature Codes

1 Press ≤·•⁄.

Ready Mode: F9xx

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 Call Center telephone administration 19

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 25.

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 Call Center

agents” on page 21 and “Agent Feature Codes” on page 21 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.

Call Center Telephone Administration Guide

20 Chapter 2 About Call Center telephone administration

Feature Codes used by Call Center Administrators 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 Modes for skillsets” on page 148 and “Resetting the Operator password” on page 167.

• 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 56.

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

32 and “Resetting the Operator password” on page 167.

• 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 19.

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 21.

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.

N0025637 01

• log agents off if they forget to log off. For information, refer to “Logging an agent off” on page 111.

• lets you monitor agents

• lets you take agents’ help requests

• 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 41.

Chapter 2 About Call Center telephone administration 21

Feature Codes used by Call Center agents

If you have Custom Feature Codes, record them in the table “Feature Codes” on page 172.

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 Administrators and supervisors” on page 20.

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 25.

• 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 Call Center from routing another call to them. If an agent makes a telephone call, or if a supervisor is monitoring a call, they first use the Not Ready Feature Code to activate the Not Ready feature. When the agent is ready to receive calls, they use this Feature Code to cancel the Not Ready feature and receive calls again.

• If an agent does not answer a call within a certain number of rings, the call is returned to the skillset and the agent telephone is automatically placed into Auto Busy Mode or Auto Logout Mode. The agent must manually cancel the Auto Busy Mode feature by using the Not Ready Feature Code to continue to receive calls.

Display Waiting Calls

≤ ·‚·

• see, during peak call periods, which skillsets have the most call activity.

Call Center Telephone Administration Guide

22 Chapter 2 About Call Center telephone administration

N0025637 01

Chapter 3 Call Center general properties

To set the Call Center general properties you:

• 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 Call Center

• set the line answering status

If you do not have Call Center as your primary application, you must enable the Call Center software authorization code. You can also change the Call Center Administrator password if you lose the password or want to change it.

Enabling the Call Center software authorization code

Log: QUIT RE TR Y O K

Admin MBOX AA OTHR

Options admin: ADD VIEW

SN: xxxxxxxxxxx OK

Key1: RET RY OK

Key2: RET RY OK

Key3: RET RY OK

1 Press ≤·°‹.

Enter the Call Center Administrator mailbox number and password, and then press OK

2 Press ››.

This option does not appear as a display button option.

3 Press ADD

or press VIEW system.

4 The display shows the system identification number.

Press OK

5 Enter the first eight numbers of the Call Center software

authorization code and press OK

6 Enter the second eight numbers of the Call Center software

authorization code and press OK

7 Enter the last eight numbers of the Call Center software

authorization code and press OK

to display the system identification number

to view the options that are enabled on the CallPilot

Call Center ACCEPT QUI T

8 Press ACCEPT

to enable the keycode.

Call Center Telephone Administration Guide

24 Chapter 3 Call Center general properties

Enabled

9 The display shows that the software authorization code is enabled.

10 Press ® to end the session.

N0025637 01

Chapter 3 Call Center general properties 25

Setting Call Center general properties

When you set up Call Center you must assign values for the general properties. The general Call Center properties are:

Primary and Secondary alert times

Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be greater than the Primary alert time. You can have Primary and Secondary alerts for all the calls in the call center, or for just the calls waiting in skillsets that you are logged on to.

If a call exceeds the Primary alert time:

• a memory button indicator programmed with Display Waiting Calls (≤·‚·) flashes slowly. ≤·‚· flashes based on the status of all the calls in the call center.

• a memory button indicator programmed with Agent Login (≤·‚›) flashes slowly. ≤·‚› flashes based on the status of the calls for the skillsets an agent is logged on to.

If a call exceeds the Secondary alert time:

• a memory button indicator programmed with Display Waiting Calls (≤·‚·) flashes quickly. ≤·‚· flashes based on the status of all the calls in the call center.

• a memory button indicator programmed with Agent Login (≤·‚›) flashes quickly. ≤·‚› flashes based on the status of the calls for the skillsets an agent is logged on to.

A slowly flashing indicator alerts you that a call has exceeded the Primary alert time. A quickly flashing indicator alerts you that a call has exceeded the Secondary alert time. The indicator stops flashing when the calls are handled.

You assign alert times in minutes and seconds. There is no default value for alert times.

For how to program a memory button, refer to “Programming a memory button with a Feature

Code” on page 19.

Note: Agents do not have to be logged on to see the Display Waiting Calls memory button flashing. A memory button must be programmed with the Display Waiting Calls Feature Code and the Primary alert time must be set up for the memory button to show waiting calls status.

Call Center Telephone Administration Guide

26 Chapter 3 Call Center general properties

Reserved channels

Reserved channels are voice channels that are reserved for use by Call Center. If you reserve channels for Call Center, you ensure that callers are played skillset announcements, and CallPilot does not use all of the voice channels.

A reserved channel is used when:

• a Call Center greeting plays to a caller

• Off-premise Message Notification notifies you that there is a message in a skillset mailbox

To set Call Center general properties

Log: QUIT RE TR Y O K

Admin MBOX AA OTHR

Admin GL IS T C CR CC

CC Admin AG ENT S KI L L OT HR

CC Admin GRTG PARM

Refresh chans: 1 CHNG N EXT

Pri alert: xx:xx CHNG N EX T

Pri alert mmss: RETRY

1 Press ≤·°‹.

Enter the Call Center Administrator mailbox number and password, and then press OK

2 Press OTHR

3 Press CC

4 Press OTHR

5 Press PARM

6 Press CHNG

if you want to change the number of reserved channels

(from 0 - 6) and press NEXT or press NEXT

7 Press CHNG

to set a Primary Alert time or press NEXT

and go to step 10.

8 Enter the Primary Alert time.

This is a four digit field. Add a zero to any single digit hour or minute.

Pri alert: xx:xx CHNG N EX T

Sec alert: xx:xx CHNG OK

N0025637 01

9 The display shows the Primary Alert time.

Press NEXT

10 Press CHNG

to set a Secondary Alert time or press NEXT

and go to step 13.

Chapter 3 Call Center general properties 27

Sec alert mmss: RETRY

11 Enter the Secondary Alert time.

This is a four digit field. Add a zero to any single digit hour or minute.

Sec alert: xx:xx CHNG OK

CC Admin GRTG PARM

12 The display shows the Secondary Alert time.

Press OK

13 Press ® to end the session.

Setting Caller ID

You can select how you want caller information to be displayed on agent telephones:

• Name and number: displays the caller's name for 3 seconds and then the skillset name. If the caller's name is not available, the caller's number is shown.

• Number only: displays the caller's number for 3 seconds and then the skillset name.

• No Caller ID: displays the skillset name.

Log: QUIT RE TR Y O K

1 Press

≤·°‹.

Enter the Call Center Administrator mailbox number and password, and then press OK

Admin MBOX AA OTHR

Admin GL IS T C CR CC

CC Admin AG ENT S KI L L OT HR

CC Admin GRTG PARM

CLID: No CLID CHNG NEXT

2 Press OTHR

3 Press CC

4 Press OTHR

5 Press PARM

6 Press NEXT

Press NEXT

until this display appears.

to select no CLID or press CHNG

to select Number Only or Name and Number.

7 Press ® to end the session.

Call Center Telephone Administration Guide

28 Chapter 3 Call Center general properties

Setting the Supervisor Help request timeout

The Supervisor Help Request Timeout is when to escalate a request if the chosen supervisor does not answer the help request. You can enter a value between 1 and 60 seconds. The default is 12 seconds.

Log: QUIT RE TR Y O K

Admin MBOX AA OTHR

Admin GL IS T C CR CC

CC Admin AG ENT S KI L L OT HR

CC Admin GRTG PARM

1 Press

≤·°‹.

Enter the Call Center Administrator mailbox number and password, and then press OK

2 Press OTHR

3 Press CC

4 Press OTHR

5 Press PARM

6 Press ® to end the session.

Selecting skillsets supervisors can receive help requests from

The Supervisor Help From setting lets you determine where escalated requests go.

• All skillsets: sends an unanswered help request system-wide to all Call Center supervisors.

• Agent’s skillsets only: sends an unanswered help request to only the supervisors logged on to skillsets that the agent is assigned to.From the Supervisor Help From options select all skillsets or agent’s skillsets only.

Log: QUIT RE TR Y O K

Admin MBOX AA OTHR

Admin GL IS T C CR CC

CC Admin AG ENT S KI L L OT HR

Sup Help: CHNG NEXT

N0025637 01

1 Press

≤·°‹.

Enter the Call Center Administrator mailbox number and password, and then press OK

2 Press OTHR

3 Press CC

4 Press OTHR

5 Press NEXT

Press NEXT

until this display appears. to accept the default value of All Skillsets

or press CHNG

to choose Agent’s skillsets only.

6 Press ® to end the session.

Configuring lines

Before Call Center can answer an incoming line, you must assign the line to be answered by a Call Center skillset. You can configure a maximum of 15 lines for Basic Call Center and 30 for Enhanced. The line numbers can be any line number from 1 to 500.

For each line that you want Call Center to answer, you assign:

• the line to be answered by Call Center

• the skillset that calls on this line go to

• the number of rings before the line is answered

You can record your line answering information in the table “Line answering” on page 179.

You must disable a skillset and wait until there are no calls in the skillset before you can add lines to it. You cannot add lines to a skillset while it is in use. For how to disable a skillset refer to

“Disabling a skillset” on page 48.

Note: Target lines that are assigned to a B2 skillset cannot have their prime extension programmed as the Control DN of the skillset. This is restricted by the software. The recommended setting for these lines is blank.

Chapter 3 Call Center general properties 29

For information on how to program the prime extension, refer to the Norstar System Coordinator Guide.

Lines that are programmed to be answered by Call Center must not be programmed to be answered by another peripheral or application.

To delay calls being answered, you can assign Call Center to answer incoming calls after a specified number of rings. The number of rings ranges from zero to 12. If the number of rings is zero, Call Center answers immediately.

For analog lines equipped with Caller ID, you must set the number of rings to two or more. Caller ID information is not provided until just prior to the second ring, so if you set the number of rings to zero or one, Caller ID information is not relayed.

Long distance charges start when a call is answered by Call Center. To minimize long distance charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state.

Call Center Telephone Administration Guide

30 Chapter 3 Call Center general properties

To configure lines for Call Center

Log: QUIT RE TR Y O K

Admin MBOX AA OTHR

Auto Atdt Admin GRTG TABLE LINES

Line number: RETRY OK

Lin e: x Ans: No CHNG NEX T

Lin e: x A ns: AA CHNG TABLE NEX T

Line : x Ans: CC CHNG SKILL NEXT

Skill number: RETRY OK

Line : x Skill : 1 CHNG RINGS

1 Press ≤·°‹.

Enter the Call Center Administrator mailbox number and password, and then press OK

2 Press AA

3 Press LINES

4 Enter the line number and press OK

5 Press CHNG

6 Press CHNG

7 Press SKILL

8 Enter the number of the skillset you want to answer the line and

press OK

9 Press RINGS

Line: x Rings: 0

ANS NE XT

CHNG

No of rings: RETRY OK

Line: x Rings: x CHNG ANS NEX T

10 Press CHNG

11 Enter the number of rings and press OK

12 Press

NEXT to configure another line

or press ® to end the session.

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+ 161 hidden pages