Nortel Networks P0605665 03 User Manual

Part No. P0605665 03 23 March 2004

Nortel Networks Call Center

Set Up and Operation Guide

Nortel Networks Call Center Set Up and Operation Guide

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

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

Trademarks

NORTEL NETWORKS is a trademark of Nortel Networks.

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

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

P0605665 03

Contents

Chapter 1

About Nortel Networks Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Professional and Basic Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Call Center features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Using CallPilot call routing with Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

A comparison of Basic and Professional Call Center . . . . . . . . . . . . . . . . . . . . . . . . . 15

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Chapter 2

About setting up Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Using CallPilot Manager to set up Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Enabling Software Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

About the CallPilot Manager interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Call Center password access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Setting up Call Center from a two line display telephone . . . . . . . . . . . . . . . . . . . . . . 25

System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Checking which telephone mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . 28

Chapter 3

Using Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 30

Feature Codes used by Call Center Administrator and Supervisors . . . . . . . . . . . . . . 31

Feature Codes used by Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Chapter 4

Setting up Call Center agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Adding an agent or a supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Adding more than one agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Changing agent information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Resetting an agent’s password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Deleting an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Forcing an agent off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

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4 Contents

Chapter 5

Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Setting up or changing a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Setting up CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Changing an agent’s priority in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Unassiging an agent from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Viewing agents in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Examples of using CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

CLID/DNIS Routing Table properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Changing a CLID/DNIS Route . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Dynamic Agent Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Chapter 6

Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Initializing a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Opening a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Resetting a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Examples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 70

Recording a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Deleting a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Checking skillset mailboxes for messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Playing skillset mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Replying to an external caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

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Contents 5

Chapter 7

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

About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

About setting up Off-premise Message Notification to a pager number . . . . . . . . 91

Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . 106

Chapter 8

Recording Call Center Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

About Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Examples of Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Recording a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Importing a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Exporting a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Chapter 9

Setting up Intelligent Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

About Intelligent routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

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

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

Assigning Intelligent Overflow Routing to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Moving an Intelligent Overflow rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Modifying an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Deleting an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Chapter 10

Setting up Routing Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

About Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Expected Wait Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

How to set up EWT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Recording EWT greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Examples of EWT greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Setting up an EWT Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Deleting an EWT Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Changing an EWT Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Adding a Distribute for step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Nortel Networks Call Center Set Up and Operation Guide

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Assigning Routing Table hours of operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Changing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Chapter 11

Creating Caller Input Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Creating a Caller Input Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Using wildcard characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Changing a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Deleting a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Clearing a Caller Input Rule Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Setting the Service Mode for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Modifying Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Deleting Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

An example of using Intelligent Caller Routing, Advanced . . . . . . . . . . . . . . . . . 159

Changing the rule length for a Caller Input Table . . . . . . . . . . . . . . . . . . . . . . . . 162

Changing a Caller Input Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Chapter 12

Line administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Configuring several lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Chapter 13

Setting up Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . 169

Assigning the Call Center language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Primary and Secondary alert times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Call Center Reporting properties Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Supervisor Help Request Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Selection Method (Supervisor Help From) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Enable Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Setting up general Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

System Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Chapter 14

Monitoring Call Center call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Setting up Silent Monitor on your system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

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Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Monitoring tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Logging on and monitoring agent calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

An agent requests help while you are in a monitoring session . . . . . . . . . . . . . . 183

About monitoring sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

To monitor skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

An example of monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Using a memory button to monitor calls waiting in skillsets . . . . . . . . . . . . . . . . 186

Taking some Not Ready time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Programming Not Ready to a memory button . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Changing your supervisor password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

How Supervisor Help works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Configuring Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

How to handle Supervisor help requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

How to handle missed requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

An example of retrieving an escalated request . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Chapter 15

Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

What Activity Codes are . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Optional and Prompted Activity Code logging . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Examples of Activity Code calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Activity Codes Call Center automatically enters: Autopegs and System Activity Codes 196

Autopegs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Examples of Autopeg calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

System Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

System Activity Codes that Call Center records . . . . . . . . . . . . . . . . . . . . . . . . . 197

Examples of System Activity Code calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Prompted and Optional Activity Code logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Examples of Prompted and Optional Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

How Activity Codes interact with system features . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Creating Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Changing an Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Deleting an Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Importing Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Communicating Activity Codes to supervisors and agents . . . . . . . . . . . . . . . . . . . . 207

Assigning Activity Code settings to agents and skillsets . . . . . . . . . . . . . . . . . . . . . . 208

Generating Activity Code reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208

How agents enter Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Nortel Networks Call Center Set Up and Operation Guide

8 Contents

Chapter 16

Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Call Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 213

Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Using B1 and B2 DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Chapter 17

Examples of Call Center configurations . . . . . . . . . . . . . . . . . . . . . . . . . . 217

Basic Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

Professional Call Center with Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

Multimedia Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

General Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Skillset 1 properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Skillset 2 properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

General Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

General Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

Expected Wait Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226

Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226

Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Skillset 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Skillset 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Skillset 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232

Skillset 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234

General properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

Skillset 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

Chapter 18

Troubleshooting Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243

Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

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Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

Resetting the Call Center Administrator password . . . . . . . . . . . . . . . . . . . . . . . 242

Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243

Important considerations about how agents use features . . . . . . . . . . . . . . . . . . 243

Problems enabling skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Contents 9

Problems viewing skillset settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Problems transferring calls to the voicemail extension . . . . . . . . . . . . . . . . . . . . 246

Call processing problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Chapter 19

Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Call Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Call Center Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255

Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256

Skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258

Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259

Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260

Intelligent CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261

Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269

Nortel Networks Call Center Set Up and Operation Guide

10 Contents

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Chapter 1 About Nortel Networks Call Center

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

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

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

Professional and Basic Call Center

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

and Professional Call Center” on page 15 shows the differences between them. You can use Basic

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

Nortel Networks Call Center Set Up and Operation Guide

12 Chapter 1 About Nortel Networks Call Center

Call Center features

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

Intelligent Routing

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

Intelligent CLID/DNIS Routing:

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

• is applied when calls first enter the Call Center

• is available if you use Professional Call Center

Intelligent Caller Input Routing, Basic:

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

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

Intelligent Caller Input Routing, Advanced:

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

• is available if you use Professional Call Center

• lets you change the priority of the call

Intelligent Overflow Routing:

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

• lets you change the priority of the call

Flexible routing steps

Agent priority and dynamic agent priority

Choice of call presentations

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

• transfer to a mailbox

• transfer to an extension

• transfer to an external telephone number

• transfer to the Auto Attendant

• transfer to an operator

• transfer to a skillset mailbox

• transfer to a CCR Tree

• move to another skillset using Advanced Call Input Routing

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

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

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

Chapter 1 About Nortel Networks Call Center 13

Dynamic call priority

Delegated access to Call Center

Multimedia Call Center

CallPilot Manager

Call monitoring

Call Center Reporting

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

With call priority, all calls that have a higher priority are handled before lower priority calls, no matter how long the lower priority calls are waiting. For an example of using Intelligent Overflow Routing to control call priority,

“Example 2” on page 117.

see

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

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

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

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

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

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

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14 Chapter 1 About Nortel Networks Call Center

Using CallPilot call routing with Call Center

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

• answer incoming calls

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

• provide advanced voicemail, Auto Attendant and call handling capabilities

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

Auto Attendant

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

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

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

Custom Call Routing (CCR)

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

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

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Chapter 1 About Nortel Networks Call Center 15

A comparison of Basic and Professional Call Center

Features Basic Call Center for

CallPilot 100/150

Number of skillsets 2 50 2

Number of configured agents (available agent IDs)

Number of agent priority levels 20 20 20

Dynamic agent priority levels Not available 20 Not available

Dynamic call priority levels Available Available Available

Number of active agents 10 max 80, min 20 10

Number of active calls in all skillsets

Maximum number of active calls per skillset

Number of lines that can be configured for Call Center

Number of voice ports (shared with CallPilot or dedicated)

20 250 20

15 100 15

15 64 15

8 32 32

Professional Call Center for Business Communications Manager

100

A maximum of 24 of these

lines can be VoIP trunks.

Basic Call Center for Business Communications Manager

Number of routing tables per skillset

Number of greetings 10 150 30

Number of steps per routing table

Number of overflow rules per skillset

Number of skillset mailboxes 2 50 2

Number of supervisors 10 80 10

Supervisor functionality, including call monitoring

Maximum number of simultaneous monitoring sessions

Caller Input Tables Not available 50 Not available

2 2 2

20 20 20

Muted monitor Silent monitor Silent monitor

6 6 6

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16 Chapter 1 About Nortel Networks Call Center

Features Basic Call Center for

CallPilot 100/150

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.

Available Available Available

Not available Available Not available

Available Available Available

Professional Call Center for Business Communications Manager

Basic Call Center for Business Communications Manager

Intelligent CLID/DNIS Routing Not available Available Not available

Overflow rules per skillset 20 20 20

Overflow skillsets 1 49 1

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

Limited Feature 983 telephone administration

CallPilot Manager Available Available Available

Call Center Reporting

Enabled with optional Software Authorization Code

Expected Wait Times Not available 20 tables 5 tables

Activity Codes Not available 2,000 entries 2,000 entries

Available Available Available

Available Not available Not available

Available with Call Center Professional. Must be enabled with the Software Authorization Code with the Call Center Professional Upgrade.

Enabled with optional Software Authorization Code

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How to get help

USA and Canada

Authorized Distributors - Technical Support

Telephone:

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

Website:

http://www.nortelnetworks.com/support

Presales Support (CSAN)

Telephone:

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

EMEA (Europe, Middle East, Africa)

Technical Support - CTAS

Telephone:

00800 800 89009

Fax:

44-191-555-7980

email:

emeahelp@nortelnetworks.com

CALA (Caribbean & Latin America)

Technical Support

Telephone: 1-954-858-7777

email:

csrmgmt@nortelnetworks.com

APAC (Asia Pacific)

Technical Support

Telephone:

+61 388664627

Fax:

+61 388664644

email:

asia_support@nortelnetworks.com

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Chapter 2 About setting up Call Center

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

Using CallPilot Manager to set up Call Center

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

System requirements

Before you use CallPilot Manager, your Business Communications Manager or CallPilot 100/150 system must be configured and Call Center must be authorization codes for Call Center, refer to

“Enabling Software Authorization Codes” on page 20.

Computer requirements

enabled. For how to enable software

The computer you use to run CallPilot Manager must have:

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

• 64 MB RAM, 10 MB disk space

• Minimum screen resolution of 1024 X 768 pixels

Browser requirements

To use CallPilot Manager you must have:

• either Microsoft Internet Explorer 4.0 or later, or Netscape Communicator 4.0.5 or later, but not Netscape 6.0

If you use Netscape Communicator, set these parameters:

• Enable Java: on

• Cached document comparison: every time

• If you use Netscape Communicator version 4.77 and not all the Call Center settings shown in this guide appear in your browser, refresh the browser by clicking the View menu and clicking Reload. If you still cannot view the settings, upgrade your browser.

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

• Check for newer versions: every visit to the page

• Java JIT compiler enabled: on

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

Nortel Networks Call Center Set Up and Operation Guide

20 Chapter 2 About setting up Call Center

Enabling Software Authorization Codes

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

To enable a software authorization code for Business Communications Manager

1 Point your web browser to the URL

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

2 Click the Configure button.

The Login screen appears.

3 In the User ID box type the supervisor user ID.

4 In the Password box type the supervisor password.

5 Click the Login button.

The Business Communications Manager screen appears.

6 Click the System key.

7 Click the Licensing heading.

The Licensing Setting screen appears.

8 On the Configuration menu click Add a Keycode.

The Applied Keycodes screen appears.

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

want to install.

10 Click the Save button.

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

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

12 Choose System in the navigation tree.

The Logoff menu is enabled.

13 On the Logoff menu, click Reboot.

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

14 Click the Yes button to reboot.

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Chapter 2 About setting up Call Center 21

To enable a software authorization code for CallPilot 100/150

1 Start CallPilot Manager.

2 Click the Configuration heading.

3 Click the Installed Options link.

The Installed Options page appears.

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

5 Click the Add button.

The option you installed appears in the Installed Options list.

Nortel Networks Call Center Set Up and Operation Guide

22 Chapter 2 About setting up Call Center

To start CallPilot Manager on Business Communications Manager

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

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

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

3 Click the Submit button.

The CallPilot Manager Main Menu appears.

To start CallPilot Manager on CallPilot 100/150

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

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

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

3 Click the Submit button.

The CallPilot Manager Main Menu appears.

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Chapter 2 About setting up Call Center 23

About the CallPilot Manager interface

Headings expand and display their links when you click them

Returns to the Main page

Click a link to display its page in the right frame

Quits CallPilot Manager

Opens online Help

System timeout

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

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

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

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Call Center password access

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

To create a Call Center Administrator password

1 Start CallPilot Manager.

2 Click the Configuration heading.

3 Click the Access Passwords link.

The Access Passwords page appears.

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

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

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

6 Click the Submit button.

The Call Center Administrator can log on using this password.

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

• Agent List

• Add Many Agents

• Skillset List

• General Properties

• Greetings

• Caller Input Rules

• CLID/DNIS Routing Table

• Expected Wait Time (unavailable on CallPilot 100/

150.)

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Chapter 2 About setting up Call Center 25

Setting up Call Center from a two line display telephone

You cannot use a single line display telephone to set up and administer Call Center on CallPilot 100/150. You must use a two line display telephone. Two line display phones show CallPilot and Call Center commands and options. A two line display can show up to three display options at once. In some instances, an option does not have a corresponding display button, and you must select the option by pressing buttons on the dia

An example of a two line display

pad.

Display command line Display button options

Display buttons

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

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

System timeout

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

Skillset 1: Enabled SKILL NEXT

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

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26 Chapter 2 About setting up Call Center

Using the dialpad

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

To enter a character

To accept a character

To delete a character

Letters and numbers on the dialpad

⁄ 1 ’ - ¤ 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

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

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

press £ 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.

enters a comma (,)

Pswd:1111 OTHR RETRY OK

Name: RETRY BKSP OK

P RETRY BKSP OK

PARTRIDGE RET RY BKS P OK

The prompt disappears for these command line prompts:

•Name:

•Log:

•Dest ph:

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

This display shows the 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 ‡ 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 setting up Call Center 27

Symbols and conventions used in this guide

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

Convention Example Used for

Word is in a special font (in the top line of the display)

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

Dialpad buttons

About telephone buttons

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

Button name T7100, T7208, T7316

Feature

Handsfree Bottom right-hand

Hold

Volume Control

≤ ƒ

button

√ √

Pswd:

PLAY

Command line prompts on display telephones.

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

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

M7100, M7208, M7310, M7324

. Press the button directly below the

M7100N, M7208N, M7310N, M7324N

Release

® ®

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

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

on the T7100 terminal.

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

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Checking which telephone mailbox interface you use

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

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

To check which mailbox interface you use

1 Press ≤·°⁄.

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

2 Check the display to see which interface you use:

This is the Norstar Voice Mail interface.

0 new 0 saved PLAY REC AD MI N

No messages COMP MBOX E XI T

This is the CallPilot interface.

3 Press ® to end the session.

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Chapter 3 Using Feature Codes

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

Feature Codes

Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call Center can also use custom Feature Codes. If the default Feature Codes are used by another application, your system automatically assigns custom Feature Codes. If your System Administrator has assigned custom Feature Codes, you can use the table

252 to record the Custom Feature Codes.

To determine the Feature Codes

1 Press ≤·•⁄.

“Feature Codes” on page

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 to see more Feature Codes.

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

7 Press ® to end the session.

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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 171.

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 32 and “Agent Feature Codes” on page 32 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.

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