Avaya Call Center Bedienungsanleitung

Part No. P0605665 0323 March 2004Nortel Networks Call Center Set Up and Operation Guide

10 ContentsP0605665 03

100 Chapter 7 Off-premise Message Notification P0605665 03To change the destination from pager to phone or extension1 Press ≤·°⁄. Follow the voice

Chapter 7 Off-premise Message Notification 101Nortel Networks Call Center Set Up and Operation Guide9 Press CHNG or ⁄ to change the start time or

102 Chapter 7 Off-premise Message Notification P0605665 03To change the destination from phone or extension to pager1 Press ≤·°⁄. Follow the voice

Chapter 7 Off-premise Message Notification 103Nortel Networks Call Center Set Up and Operation Guide8 Press NEXT or £ to accept the default pager

104 Chapter 7 Off-premise Message Notification P0605665 03Deleting a destination numberIf you have more than one destination number for Off-premis

Chapter 7 Off-premise Message Notification 105Nortel Networks Call Center Set Up and Operation GuideAdding a destination numberUse this procedure

106 Chapter 7 Off-premise Message Notification P0605665 03Turning Off-premise Message Notification on or offYou can turn Off-premise Message Notif

107Nortel Networks Call Center Set Up and Operation GuideChapter 8Recording Call Center GreetingsAbout Call Center greetingsCall Center greetings enco

108 Chapter 8 Recording Call Center Greetings P0605665 03Transfer greetingA transfer greeting lets a caller transfer their call.“Please press 1 to

Chapter 8 Recording Call Center Greetings 109Nortel Networks Call Center Set Up and Operation GuideRecording a Call Center greetingBefore you reco

11Nortel Networks Call Center Set Up and Operation GuideChapter 1About Nortel Networks Call CenterThis guide leads a Call Center Administrator or a Sy

110 Chapter 8 Recording Call Center Greetings P0605665 033 Click the Voice link for the number of the greeting you want to record. The page you ca

Chapter 8 Recording Call Center Greetings 111Nortel Networks Call Center Set Up and Operation Guide8 To listen to the recording, click the Play bu

112 Chapter 8 Recording Call Center Greetings P0605665 03Importing a Call Center greetingIf you use Professional Call Center on Business Communica

Chapter 8 Recording Call Center Greetings 113Nortel Networks Call Center Set Up and Operation Guide15 Click the Add Caption link for the greeting.

114 Chapter 8 Recording Call Center Greetings P0605665 03

115Nortel Networks Call Center Set Up and Operation GuideChapter 9Setting up Intelligent RoutingAbout Intelligent routingIntelligent routing gives you

116 Chapter 9 Setting up Intelligent Routing P0605665 03ModeIntelligent Overflow Routing looks at the mode the skillset is in to determine how to

Chapter 9 Setting up Intelligent Routing 117Nortel Networks Call Center Set Up and Operation GuideExamples of Intelligent Overflow Routing rulesIn

118 Chapter 9 Setting up Intelligent Routing P0605665 03Example 3In this example, calls to the call center go to skillset 1, which is the company

Chapter 9 Setting up Intelligent Routing 119Nortel Networks Call Center Set Up and Operation GuideExample 5In this example, calls to the call cent

12 Chapter 1 About Nortel Networks Call Center P0605665 03Call Center featuresCall Center has many features that give your call center advanced an

120 Chapter 9 Setting up Intelligent Routing P0605665 03Example 6In this example, calls to the call center go to skillset 1, which is the company’

Chapter 9 Setting up Intelligent Routing 121Nortel Networks Call Center Set Up and Operation GuideExample 8In this example, calls to the call cent

122 Chapter 9 Setting up Intelligent Routing P0605665 03Assigning Intelligent Overflow Routing to a skillset1 Start CallPilot Manager.2 Click the

Chapter 9 Setting up Intelligent Routing 123Nortel Networks Call Center Set Up and Operation Guide7 Select the Timer check box if you want Intelli

124 Chapter 9 Setting up Intelligent Routing P0605665 03Moving an Intelligent Overflow ruleAfter you create an Intelligent Overflow rule, you can

Chapter 9 Setting up Intelligent Routing 125Nortel Networks Call Center Set Up and Operation GuideModifying an Intelligent Overflow Rule1 Start Ca

126 Chapter 9 Setting up Intelligent Routing P0605665 03

127Nortel Networks Call Center Set Up and Operation GuideChapter 10Setting up Routing TablesAbout Routing TablesRouting tables determine how the syste

128 Chapter 10 Setting up Routing Tables P0605665 03As you create routing tables, each table shows whether it detects faxes.This routing table det

Chapter 10 Setting up Routing Tables 129Nortel Networks Call Center Set Up and Operation GuideExpected Wait TimeExpected Wait Time (EWT) is a gree

Chapter 1 About Nortel Networks Call Center 13Nortel Networks Call Center Set Up and Operation GuideDynamic call priorityYou can have the priority

130 Chapter 10 Setting up Routing Tables P0605665 03Recording EWT greetingsThe first step in setting up an EWT Table is recording EWT greetings. E

Chapter 10 Setting up Routing Tables 131Nortel Networks Call Center Set Up and Operation GuideSetting up an EWT Table1 Click the Call Center headi

132 Chapter 10 Setting up Routing Tables P0605665 034 Click the Add button. The Wait Time Interval page appears.5 In the Wait Time Interval box en

Chapter 10 Setting up Routing Tables 133Nortel Networks Call Center Set Up and Operation Guide12 If you use Business Communications Manager, you c

134 Chapter 10 Setting up Routing Tables P0605665 03Deleting an EWT TableBefore you can delete an EWT Table that is used by a routing table you mu

Chapter 10 Setting up Routing Tables 135Nortel Networks Call Center Set Up and Operation GuideChanging an EWT Table1 Click the Expected Wait Time

136 Chapter 10 Setting up Routing Tables P0605665 03About types of Routing Table stepsYou can add these types of steps to routing tables:GreetingA

Chapter 10 Setting up Routing Tables 137Nortel Networks Call Center Set Up and Operation GuideGreeting step parametersYou can assign these paramet

138 Chapter 10 Setting up Routing Tables P0605665 03Adding a Greeting stepGreeting steps play a message to waiting callers.To add a Greeting step1

Chapter 10 Setting up Routing Tables 139Nortel Networks Call Center Set Up and Operation Guide5 Click the Insert link. The Routing Step page appea

14 Chapter 1 About Nortel Networks Call Center P0605665 03Using CallPilot call routing with Call CenterCallPilot is a versatile business communica

140 Chapter 10 Setting up Routing Tables P0605665 038 At the Intelligent Caller Input Routing option, select how you want callers to be able to tr

Chapter 10 Setting up Routing Tables 141Nortel Networks Call Center Set Up and Operation GuideAdding a Distribute for stepDistribute for steps put

142 Chapter 10 Setting up Routing Tables P0605665 03Adding a Goto stepGoto steps send a caller to another step in the routing table. You can add a

Chapter 10 Setting up Routing Tables 143Nortel Networks Call Center Set Up and Operation GuideAdding a Transfer step1 Start CallPilot Manager.2 Cl

144 Chapter 10 Setting up Routing Tables P0605665 03Adding a Disconnect stepDisconnect steps release a call from the skillset it is in. If the fir

Chapter 10 Setting up Routing Tables 145Nortel Networks Call Center Set Up and Operation GuideAssigning Routing Table hours of operationTo assign

146 Chapter 10 Setting up Routing Tables P0605665 035 For each day of the week set the hours of operation for the skillset:• to have the skillset

Chapter 10 Setting up Routing Tables 147Nortel Networks Call Center Set Up and Operation GuideSetting the Service Mode for skillsetsYou must set t

148 Chapter 10 Setting up Routing Tables P0605665 034 The display shows the Service Mode for skillset 1. In this example, skillset 1 is in Auto mo

Chapter 10 Setting up Routing Tables 149Nortel Networks Call Center Set Up and Operation GuideExample of a Day Routing TableTo set up the routing

Chapter 1 About Nortel Networks Call Center 15Nortel Networks Call Center Set Up and Operation GuideA comparison of Basic and Professional Call Ce

150 Chapter 10 Setting up Routing Tables P0605665 0311 In the Distribute for box enter the time 01:00.12 Click the Submit button. The Distribute F

Chapter 10 Setting up Routing Tables 151Nortel Networks Call Center Set Up and Operation GuideExample of a Night Routing TableTo set up the routin

152 Chapter 10 Setting up Routing Tables P0605665 03Changing a Routing TableYou must disable a skillset before you can change its routing table. F

Chapter 10 Setting up Routing Tables 153Nortel Networks Call Center Set Up and Operation Guide5 Click the Modify link for the step you want to cha

154 Chapter 10 Setting up Routing Tables P0605665 03

155Nortel Networks Call Center Set Up and Operation GuideChapter 11Creating Caller Input RulesIf you use Professional Call Center, you can create Call

156 Chapter 11 Creating Caller Input Rules P0605665 034 Click the Create link for the Caller Input Rules Table you want to add a rule to. The Rule

Chapter 11 Creating Caller Input Rules 157Nortel Networks Call Center Set Up and Operation Guide8 Click the Add button. The Match Rule Setup page

158 Chapter 11 Creating Caller Input Rules P0605665 03— if you select Line or Pool, in the Line/Pool# box type the line or line pool number used•

Chapter 11 Creating Caller Input Rules 159Nortel Networks Call Center Set Up and Operation GuideUsing wildcard charactersYou can use the wildcard

16 Chapter 1 About Nortel Networks Call Center P0605665 03Basic Intelligent Caller Input Routing: the ability to route a call to an Operator, Auto

160 Chapter 11 Creating Caller Input Rules P0605665 036 The Call Center Administrator created three rules for Rules Table 1:• rule 4709####. Custo

Chapter 11 Creating Caller Input Rules 161Nortel Networks Call Center Set Up and Operation GuideChanging a Caller Input ruleYou can change a calle

162 Chapter 11 Creating Caller Input Rules P0605665 03Changing the rule length for a Caller Input Table1 Start CallPilot Manager.2 Click the Call

Chapter 11 Creating Caller Input Rules 163Nortel Networks Call Center Set Up and Operation GuideChanging a Caller Input Rule1 Start CallPilot Mana

164 Chapter 11 Creating Caller Input Rules P0605665 03To clear a Caller Input Rule Table1 Start CallPilot Manager.2 Click the Call Center heading.

165Nortel Networks Call Center Set Up and Operation GuideChapter 12Line administrationBefore Call Center can answer an incoming line, you must assign

166 Chapter 12 Line administration P0605665 03Configuring linesYou must disable a skillset and wait until there are no calls in the skillset befor

Chapter 12 Line administration 167Nortel Networks Call Center Set Up and Operation GuideTo configure a line1 Start CallPilot Manager.2 Click the A

168 Chapter 12 Line administration P0605665 03Configuring several lines1 Start CallPilot Manager.2 Click the Auto-Attendant heading.3 Click the C

169Nortel Networks Call Center Set Up and Operation GuideChapter 13Setting up Call Center general propertiesSetting up Call Center includes assigning

Chapter 1 About Nortel Networks Call Center 17Nortel Networks Call Center Set Up and Operation GuideRelated documentsFor more information about Ca

170 Chapter 13 Setting up Call Center general properties P0605665 034 If you want to use a Primary and an Alternate language, select the Enable Bi

Chapter 13 Setting up Call Center general properties 171Nortel Networks Call Center Set Up and Operation GuideGeneral Call Center propertiesWhen y

172 Chapter 13 Setting up Call Center general properties P0605665 03Call Center Reporting properties AddressThe Call Center Reporting properties l

Chapter 13 Setting up Call Center general properties 173Nortel Networks Call Center Set Up and Operation GuideSetting up general Call Center prope

174 Chapter 13 Setting up Call Center general properties P0605665 039 From the Supervisor Help Request Timeout list select a value between 1 and 6

Chapter 13 Setting up Call Center general properties 175Nortel Networks Call Center Set Up and Operation GuideSystem Configuration ReportThe Syste

176 Chapter 13 Setting up Call Center general properties P0605665 03Call Center overflow• Skillset number• Skillset name• Enabled or disabled•Rule

Chapter 13 Setting up Call Center general properties 177Nortel Networks Call Center Set Up and Operation GuideTo generate the System Configuration

178 Chapter 13 Setting up Call Center general properties P0605665 03

179Nortel Networks Call Center Set Up and Operation GuideChapter 14Monitoring Call Center call activityMonitoring call activityThere are two ways that

18 Chapter 1 About Nortel Networks Call Center P0605665 03How to get helpUSA and CanadaAuthorized Distributors - Technical SupportTelephone: 1-800

180 Chapter 14 Monitoring Call Center call activity P0605665 03Setting up Silent Monitor on your systemFor monitoring to be silent, you must have

Chapter 14 Monitoring Call Center call activity 181Nortel Networks Call Center Set Up and Operation GuideUsing Silent Monitor with Answer DNIf you

182 Chapter 14 Monitoring Call Center call activity P0605665 03Logging on and monitoring agent callsYou must be logged on to monitor and answer ca

Chapter 14 Monitoring Call Center call activity 183Nortel Networks Call Center Set Up and Operation Guide14 If you want to join the call, press JO

184 Chapter 14 Monitoring Call Center call activity P0605665 03About monitoring sessionsReceiving a call on your telephone If you are monitoring a

Chapter 14 Monitoring Call Center call activity 185Nortel Networks Call Center Set Up and Operation GuideMonitoring skillsetsUse ≤·‚· (Display Wai

186 Chapter 14 Monitoring Call Center call activity P0605665 03An example of monitoring skillsetsIn the example shown here, there are calls waitin

Chapter 14 Monitoring Call Center call activity 187Nortel Networks Call Center Set Up and Operation GuideTaking some Not Ready timeIf you use ≤·‚°

188 Chapter 14 Monitoring Call Center call activity P0605665 03Logging offLog off when you complete your shift or will be away from your telephone

Chapter 14 Monitoring Call Center call activity 189Nortel Networks Call Center Set Up and Operation GuideSupervisor HelpWith Supervisor Help an ag

19Nortel Networks Call Center Set Up and Operation GuideChapter 2About setting up Call CenterYou can set up Call Center using a display telephone on y

190 Chapter 14 Monitoring Call Center call activity P0605665 03If the supervisor denies or ignores a help request, the request is escalated. The ≤

Chapter 14 Monitoring Call Center call activity 191Nortel Networks Call Center Set Up and Operation GuideConfiguring Supervisor HelpTo set up Supe

192 Chapter 14 Monitoring Call Center call activity P0605665 03How to handle missed requestsWhen a supervisor’s Supervisor Help LCD indicator is f

193Nortel Networks Call Center Set Up and Operation GuideChapter 15Activity CodesAgents use Activity Codes to allocate the time they spend on calls to

194 Chapter 15 Activity Codes P0605665 03Agents have the option of pressing ≤·‚‡ to enter an Activity Code from the time the call starts until the

Chapter 15 Activity Codes 195Nortel Networks Call Center Set Up and Operation GuideExamples of Activity Code callsDuring an active call, each time

196 Chapter 15 Activity Codes P0605665 03Activity Codes Call Center automatically enters: Autopegs and System Activity CodesCall Center has two ty

Chapter 15 Activity Codes 197Nortel Networks Call Center Set Up and Operation GuideAutopeg example 3During the call, the agent enters three Activi

198 Chapter 15 Activity Codes P0605665 03Examples of System Activity Code callsExample 1: No PegA call where the agent does not enter an Activity

Chapter 15 Activity Codes 199Nortel Networks Call Center Set Up and Operation GuideExample 3: No Peg and Non AgentA Prompted call transferred to n

2P0605665 03Nortel Networks Call Center Set Up and Operation GuideCopyright © 2004 Nortel NetworksAll rights reserved. 2004.The information in this do

20 Chapter 2 About setting up Call Center P0605665 03Enabling Software Authorization CodesYou enable software authorization codes to install Call

200 Chapter 15 Activity Codes P0605665 03Prompted and Optional Activity Code loggingYou apply the Prompted or Optional setting to skillsets and ag

Chapter 15 Activity Codes 201Nortel Networks Call Center Set Up and Operation GuideExample 3: Prompted or Optional where the agent enters an Activ

202 Chapter 15 Activity Codes P0605665 03How Activity Codes interact with system featuresTransfer to AgentIf a call is transferred to another agen

Chapter 15 Activity Codes 203Nortel Networks Call Center Set Up and Operation GuideExample 3: The second agent enters an Activity CodeBreak TimeBr

204 Chapter 15 Activity Codes P0605665 03Creating Activity CodesYou create Activity Codes using CallPilot Manager. The Activity Codes table can ha

Chapter 15 Activity Codes 205Nortel Networks Call Center Set Up and Operation GuideChanging an Activity CodeYou can change an Activity Code’s name

206 Chapter 15 Activity Codes P0605665 03Importing Activity CodesIf you use Business Communications Manager, you can import files of Activity Code

Chapter 15 Activity Codes 207Nortel Networks Call Center Set Up and Operation GuideTo import a list of Activity Codes1 Click the Call Center headi

208 Chapter 15 Activity Codes P0605665 03Assigning Activity Code settings to agents and skillsetsBy default agents and skillsets have Optional pro

Chapter 15 Activity Codes 209Nortel Networks Call Center Set Up and Operation GuideHow agents enter Activity Codes≤·‚‡ is the Feature Code for Act

Chapter 2 About setting up Call Center 21Nortel Networks Call Center Set Up and Operation GuideTo enable a software authorization code for CallPil

210 Chapter 15 Activity Codes P0605665 03

211Nortel Networks Call Center Set Up and Operation GuideChapter 16Tips for operating Call CenterThis chapter provides tips to improve the operation o

212 Chapter 16 Tips for operating Call Center P0605665 03Routing Table administration• Use Forced Play greetings sparingly. If you use Forced gree

Chapter 16 Tips for operating Call Center 213Nortel Networks Call Center Set Up and Operation GuideHow to calculate the longest time a caller can

214 Chapter 16 Tips for operating Call Center P0605665 03Tips to improve the efficiency of Call CenterPlan for busy times:• when you assign agents

Chapter 16 Tips for operating Call Center 215Nortel Networks Call Center Set Up and Operation Guide• Do not assign IP telephones to the DN used by

216 Chapter 16 Tips for operating Call Center P0605665 03• B2 CDNs cannot be used as a prime set for target lines. For information about determin

217Nortel Networks Call Center Set Up and Operation GuideChapter 17Examples of Call Center configurationsThere are many ways to set up Call Center in

218 Chapter 17 Examples of Call Center configurations P0605665 03General ConfigurationSkillset 1 propertiesKeycode Basic Call CenterHardware Busin

Chapter 17 Examples of Call Center configurations 219Nortel Networks Call Center Set Up and Operation GuideRouting TablesDay Routing Table steps1

22 Chapter 2 About setting up Call Center P0605665 03To start CallPilot Manager on Business Communications Manager1 Point your web browser to http

220 Chapter 17 Examples of Call Center configurations P0605665 03Service ModeOverflow

Chapter 17 Examples of Call Center configurations 221Nortel Networks Call Center Set Up and Operation GuideSkillset 2 propertiesRouting TablesName

222 Chapter 17 Examples of Call Center configurations P0605665 03Service ModeOverflow

Chapter 17 Examples of Call Center configurations 223Nortel Networks Call Center Set Up and Operation GuideProfessional Call Center with Reporting

224 Chapter 17 Examples of Call Center configurations P0605665 03General ConfigurationAdditional keycodes Call Center Professional Upgrade, Report

Chapter 17 Examples of Call Center configurations 225Nortel Networks Call Center Set Up and Operation GuideGeneral PropertiesCaller Input RulesGre

226 Chapter 17 Examples of Call Center configurations P0605665 03Expected Wait TimeActivity Codes

Chapter 17 Examples of Call Center configurations 227Nortel Networks Call Center Set Up and Operation GuideLinesSkillset 1PropertiesName SalesMWI

228 Chapter 17 Examples of Call Center configurations P0605665 03Routing TablesDay Routing Table steps1 - Greeting 1 Advanced Caller Input: Ta

Chapter 17 Examples of Call Center configurations 229Nortel Networks Call Center Set Up and Operation GuideService ModeOverflow

Chapter 2 About setting up Call Center 23Nortel Networks Call Center Set Up and Operation GuideAbout the CallPilot Manager interfaceSystem timeout

230 Chapter 17 Examples of Call Center configurations P0605665 03Skillset 2Routing TablesPropertiesName SupportMWI DN 334Method Least BusyAttendan

Chapter 17 Examples of Call Center configurations 231Nortel Networks Call Center Set Up and Operation GuideService ModeOverflowNight Routing Table

232 Chapter 17 Examples of Call Center configurations P0605665 03Skillset 3Routing TablesPropertiesName InstallationMWI DN 335Method Least BusyAtt

Chapter 17 Examples of Call Center configurations 233Nortel Networks Call Center Set Up and Operation GuideService ModeOverflowNight Routing Table

234 Chapter 17 Examples of Call Center configurations P0605665 03Skillset 4Routing TablesPropertiesName PreferredMWI DN 336Method Least BusyAttend

Chapter 17 Examples of Call Center configurations 235Nortel Networks Call Center Set Up and Operation GuideService ModeOverflowNight Routing Table

236 Chapter 17 Examples of Call Center configurations P0605665 03Multimedia Call CenterMosaic Hardwood Flooring wants to enhance their webpage to

Chapter 17 Examples of Call Center configurations 237Nortel Networks Call Center Set Up and Operation GuideActivity CodesGreeting 148VoiceWelcome

238 Chapter 17 Examples of Call Center configurations P0605665 03LinesSkillset 5Skillsets 1 - 4 are unchanged. See:• “Skillset 1” on page 227• “Sk

Chapter 17 Examples of Call Center configurations 239Nortel Networks Call Center Set Up and Operation GuideRouting TablesDay Routing Table steps1

24 Chapter 2 About setting up Call Center P0605665 03Call Center password accessIf you want to limit access to CallPilot Manager, you can create o

240 Chapter 17 Examples of Call Center configurations P0605665 03Service ModeOverflow

241Nortel Networks Call Center Set Up and Operation GuideChapter 18Troubleshooting Call CenterThis chapter contains troubleshooting information for pr

242 Chapter 18 Troubleshooting Call Center P0605665 03To reset the Operator password using a phoneResetting the Call Center Administrator password

Chapter 18 Troubleshooting Call Center 243Nortel Networks Call Center Set Up and Operation GuideAgent problemsAgent log on problemsIf an agent can

244 Chapter 18 Troubleshooting Call Center P0605665 03If an agent uses their Answer DN telephone to answer a call that is transferred to them, Cal

Chapter 18 Troubleshooting Call Center 245Nortel Networks Call Center Set Up and Operation GuideFollow-me browsing (Multimedia Call Center Agents

246 Chapter 18 Troubleshooting Call Center P0605665 03Skillset problemsProblems enabling skillsetsMake sure that skillsets are assigned a valid CD

Chapter 18 Troubleshooting Call Center 247Nortel Networks Call Center Set Up and Operation GuideCall processing problemsTo achieve the most effici

248 Chapter 18 Troubleshooting Call Center P0605665 03Calls do not distribute to certain agentsCheck that the agent is logged on and available. Yo

Chapter 18 Troubleshooting Call Center 249Nortel Networks Call Center Set Up and Operation GuideCall Center calls do not follow Call Forward rules

Chapter 2 About setting up Call Center 25Nortel Networks Call Center Set Up and Operation GuideSetting up Call Center from a two line display tele

250 Chapter 18 Troubleshooting Call Center P0605665 03

251Nortel Networks Call Center Set Up and Operation GuideChapter 19Call Center Programming RecordFor this programming task see on pageRecord the Featu

252 Chapter 19 Call Center Programming Record P0605665 03Feature CodesGeneral Call Center propertiesOperator/Business StatusFeature code name Dial

Chapter 19 Call Center Programming Record 253Nortel Networks Call Center Set Up and Operation GuideCall Center skillsetsSkillset parameterRules De

254 Chapter 19 Call Center Programming Record P0605665 03Call Center GreetingsGreeting numberGreeting information

Chapter 19 Call Center Programming Record 255Nortel Networks Call Center Set Up and Operation GuideIntelligent Overflow RoutingSkillset:Service Mo

256 Chapter 19 Call Center Programming Record P0605665 03Call Center agentsAgent ID and typeAgent name Supervisor statusY/NNames and #s of skillse

Chapter 19 Call Center Programming Record 257Nortel Networks Call Center Set Up and Operation GuideSkillset assignmentsSkillset name and # Agent I

258 Chapter 19 Call Center Programming Record P0605665 03Skillset mailboxesSkillset # Mailbox name Mailbox number (Control DN)MWI extension Mailbo

Chapter 19 Call Center Programming Record 259Nortel Networks Call Center Set Up and Operation GuideRouting TablesSkillset # _______________

26 Chapter 2 About setting up Call Center P0605665 03Using the dialpadThe buttons on your display telephone dialpad act as both numbers and letter

260 Chapter 19 Call Center Programming Record P0605665 03Caller Input RulesRule table # _______________ Length: Fixed ______________

Chapter 19 Call Center Programming Record 261Nortel Networks Call Center Set Up and Operation GuideIntelligent CLID/DNIS RoutingType of call: Line

262 Chapter 19 Call Center Programming Record P0605665 03Line answeringLine # Skillset # # of rings (0 to 12) for Caller ID minimum 2 ringsExpecte

263Nortel Networks Call Center Set Up and Operation GuideGlossaryAASee Automated Attendant.AgentAn agent is a person who is assigned to answer calls f

264 GlossaryP0605665 03CDNSee Control Directory Number.Call CenterCall Center receives, holds and routes calls to agents in a call center.call cent

Glossary 265Nortel Networks Call Center Set Up and Operation GuideClass of ServiceThe Class of Service defines the values for mailboxes.Control Dir

266 GlossaryP0605665 03Dynamic call priorityCall priority is distinct from agent priority. If a waiting call needs to be routed, for example when a

Glossary 267Nortel Networks Call Center Set Up and Operation GuideMemory button indicatorMemory button indicators are the triangular-shaped indicat

268 GlossaryP0605665 03Real timeReal time is a term for when there is very little response time between when an event occurs and when the informati

Nortel Networks Call Center Set Up and Operation Guide269IndexNumerics24 Hour Service mode, skillset 116AActivity Codes 45agent settings 208Auto

Chapter 2 About setting up Call Center 27Nortel Networks Call Center Set Up and Operation GuideSymbols and conventions used in this guideThese con

270 IndexP0605665 03CallPilotAuto Attendant and Call Center 14call routing 14CCR and Call Center 14CallPilot mailbox interface 28CallPilot

Index 271Nortel Networks Call Center Set Up and Operation Guideagent 32Custom Feature Codes 32descriptions 31, 32determining 29Display Wait

272 IndexP0605665 03envelope, Norstar Voice Mail 75next, CallPilot 77next, Norstar Voice Mail 76pausing 76previous, CallPilot 77previous,

Index 273Nortel Networks Call Center Set Up and Operation GuideRemotely opening a skillset mailbox 65Replaying messages 76Reply feature 77Rep

274 IndexP0605665 03greeting example 68, 72initializing 63leaving a message in 212, 214listening to messages 74Message Waiting Indication e

28 Chapter 2 About setting up Call Center P0605665 03Checking which telephone mailbox interface you useCallPilot supports two interfaces: Norstar

29Nortel Networks Call Center Set Up and Operation GuideChapter 3Using Feature CodesYou use Feature Codes to perform Call Center functions on your tel

3Nortel Networks Call Center Set Up and Operation GuideContentsChapter 1About Nortel Networks Call Center . . . . . . . . . . . . . . . . . . . . . .

30 Chapter 3 Using Feature Codes P0605665 03Programming a memory button with a Feature CodeEach Feature Code can be programmed to a memory button.

Chapter 3 Using Feature Codes 31Nortel Networks Call Center Set Up and Operation GuideFeature Codes used by Call Center Administrator and Supervis

32 Chapter 3 Using Feature Codes P0605665 03Feature Codes used by Call Center agentsIf you have Custom Feature Codes, record them in the table “Fe

33Nortel Networks Call Center Set Up and Operation GuideChapter 4Setting up Call Center agentsAgents handle the calls in your call center. Supervisors

34 Chapter 4 Setting up Call Center agents P0605665 03In addition to these agent properties, if you use Professional Call Center you can assign ag

Chapter 4 Setting up Call Center agents 35Nortel Networks Call Center Set Up and Operation GuideAdding an agent or a supervisorYou can use the tab

36 Chapter 4 Setting up Call Center agents P0605665 039 From the Missed Call Option list box select Make Not Ready (Return to Skillset) or Automat

Chapter 4 Setting up Call Center agents 37Nortel Networks Call Center Set Up and Operation GuideAdding more than one agentYou can save time by add

38 Chapter 4 Setting up Call Center agents P0605665 0311 If you use Activity Codes, from the Activity Code Entry Type list box select Prompted or

Chapter 4 Setting up Call Center agents 39Nortel Networks Call Center Set Up and Operation GuideChanging agent informationYou can change an agent’

4 ContentsP0605665 03Chapter 5Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43About

40 Chapter 4 Setting up Call Center agents P0605665 03Deleting an agentDeleting an agent removes the agent from Call Center. The agent is removed

Chapter 4 Setting up Call Center agents 41Nortel Networks Call Center Set Up and Operation GuideForcing an agent offAgents usually log out when th

42 Chapter 4 Setting up Call Center agents P0605665 03

43Nortel Networks Call Center Set Up and Operation GuideChapter 5Setting up skillsetsAbout skillsetsCall Center skillsets answer and distribute calls

44 Chapter 5 Setting up skillsets P0605665 03Skillset propertiesSkillsetThe number between 1 and 50 that is assigned to the skillset.Control DNThe

Chapter 5 Setting up skillsets 45Nortel Networks Call Center Set Up and Operation GuideBreak TimeBreak Time is a time period for agents to complet

46 Chapter 5 Setting up skillsets P0605665 03Setting up or changing a skillsetYou can record skillset properties in the table “Call Center skillse

Chapter 5 Setting up skillsets 47Nortel Networks Call Center Set Up and Operation Guide5 In the Control DN box, type the extension for the skillse

48 Chapter 5 Setting up skillsets P0605665 03Setting up DID routingYou can route calls based on their Direct Inward Dialing (DID) number. DID is t

Chapter 5 Setting up skillsets 49Nortel Networks Call Center Set Up and Operation GuideSetting up CLID/DNIS RoutingIf you use Professional Call Ce

Contents 5Nortel Networks Call Center Set Up and Operation GuideChapter 7Off-premise Message Notification . . . . . . . . . . . . . . . . . . . .

50 Chapter 5 Setting up skillsets P0605665 03CLID/DNIS Routing Table propertiesLineThe line is the line number the call comes in on. Any calls tha

Chapter 5 Setting up skillsets 51Nortel Networks Call Center Set Up and Operation GuideAdding a CLID/DNIS Route1 Start CallPilot Manager.2 Click t

52 Chapter 5 Setting up skillsets P0605665 03• If you have Multimedia Call Center enabled and you want to assign routing to Multimedia Call Center

Chapter 5 Setting up skillsets 53Nortel Networks Call Center Set Up and Operation GuideDeleting a CLID/DNIS Route1 Start CallPilot Manager.2 Click

54 Chapter 5 Setting up skillsets P0605665 03Assigning an agent to a skillsetYou can assign an agent to one or more skillsets. Each agent is respo

Chapter 5 Setting up skillsets 55Nortel Networks Call Center Set Up and Operation Guide5 Click the Assign button. The Assign Agents page appears w

56 Chapter 5 Setting up skillsets P0605665 03Changing an agent’s priority in a skillsetIf you use Call Center Professional on Business Communicati

Chapter 5 Setting up skillsets 57Nortel Networks Call Center Set Up and Operation GuideUnassiging an agent from a skillsetWhen you unassign an age

58 Chapter 5 Setting up skillsets P0605665 03Enabling a skillsetAfter you set up a skillset, the skillset is disabled until you enable it.Before y

Chapter 5 Setting up skillsets 59Nortel Networks Call Center Set Up and Operation GuideDisabling a skillsetYou must disable a skillset if you want

6 ContentsP0605665 03Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Adding a D

60 Chapter 5 Setting up skillsets P0605665 03Unconfiguring a skillsetYou must disable a skillset if you want to change the skillset properties or

61Nortel Networks Call Center Set Up and Operation GuideChapter 6Setting up skillset mailboxesAbout skillset mailboxesEach skillset has a mailbox that

62 Chapter 6 Setting up skillset mailboxes P0605665 03Determining a skillset mailbox numberYou must know a skillset mailbox number before you can

Chapter 6 Setting up skillset mailboxes 63Nortel Networks Call Center Set Up and Operation GuideInitializing a skillset mailboxYou must initialize

64 Chapter 6 Setting up skillset mailboxes P0605665 03Opening a skillset mailboxYou can open an initialized skillset mailbox from:• your extension

Chapter 6 Setting up skillset mailboxes 65Nortel Networks Call Center Set Up and Operation GuideOpening a skillset mailbox remotelyTo open a skill

66 Chapter 6 Setting up skillset mailboxes P0605665 03Skillset mailbox passwordTo decrease the chances of unauthorized access to a skillset mailbo

Chapter 6 Setting up skillset mailboxes 67Nortel Networks Call Center Set Up and Operation GuideResetting a skillset mailbox passwordTo reset a sk

68 Chapter 6 Setting up skillset mailboxes P0605665 03Recording skillset mailbox greetingsAfter you initialize a skillset mailbox, record the gree

Chapter 6 Setting up skillset mailboxes 69Nortel Networks Call Center Set Up and Operation GuideTo record a Primary or Alternate skillset mailbox

Contents 7Nortel Networks Call Center Set Up and Operation GuideUsing Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . .

70 Chapter 6 Setting up skillset mailboxes P0605665 03Choosing a Primary or Alternate skillset mailbox greetingIf you record a Primary and an Alte

Chapter 6 Setting up skillset mailboxes 71Nortel Networks Call Center Set Up and Operation Guide6 If you choose the Alternate mailbox greeting, yo

72 Chapter 6 Setting up skillset mailboxes P0605665 03Recording a Personalized skillset mailbox greetingIf your call center subscribes to Caller I

Chapter 6 Setting up skillset mailboxes 73Nortel Networks Call Center Set Up and Operation GuideDeleting a Personalized skillset mailbox greetingI

74 Chapter 6 Setting up skillset mailboxes P0605665 03Checking skillset mailboxes for messagesFrequently check the skillset mailboxes for messages

Chapter 6 Setting up skillset mailboxes 75Nortel Networks Call Center Set Up and Operation GuidePlaying skillset mailbox messagesUse the procedure

76 Chapter 6 Setting up skillset mailboxes P0605665 03Notes:1 Because the skillset mailbox has limited message storage space, delete any messages

Chapter 6 Setting up skillset mailboxes 77Nortel Networks Call Center Set Up and Operation Guide2 You can retrieve a deleted message only if you h

78 Chapter 6 Setting up skillset mailboxes P0605665 03Retrieving erased messagesAfter you play your messages and end your skillset mailbox session

Chapter 6 Setting up skillset mailboxes 79Nortel Networks Call Center Set Up and Operation GuideReplying to messagesYou can reply to internal and

8 ContentsP0605665 03Chapter 16Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211Agent adminis

80 Chapter 6 Setting up skillset mailboxes P0605665 03To reply to an internal caller - CallPilot1 Press ≤·°⁄ Follow the voice prompts or the displ

Chapter 6 Setting up skillset mailboxes 81Nortel Networks Call Center Set Up and Operation GuideReplying to an external callerYou can reply to an

82 Chapter 6 Setting up skillset mailboxes P0605665 03

83Nortel Networks Call Center Set Up and Operation GuideChapter 7Off-premise Message NotificationAbout Off-premise Message NotificationOff-premise Mes

84 Chapter 7 Off-premise Message Notification P0605665 03Assigning an outdial method to a skillset mailboxThe outdial method determines which line

Chapter 7 Off-premise Message Notification 85Nortel Networks Call Center Set Up and Operation GuideOff-premise Message Notification parametersYou

86 Chapter 7 Off-premise Message Notification P0605665 03Setting up Off-premise Message NotificationFollow these instructions if you have not set

Chapter 7 Off-premise Message Notification 87Nortel Networks Call Center Set Up and Operation Guide6 Press OK or £ to accept the destination phone

88 Chapter 7 Off-premise Message Notification P0605665 0316 Press OK or £ if you want to be notified when the skillset mailbox receives a new mess

Chapter 7 Off-premise Message Notification 89Nortel Networks Call Center Set Up and Operation GuideTo set up Off-premise Message Notification to a

Contents 9Nortel Networks Call Center Set Up and Operation GuideProblems viewing skillset settings . . . . . . . . . . . . . . . . . . . . . . . .

90 Chapter 7 Off-premise Message Notification P0605665 0311 Press AM or ⁄ or PM or ¤.12 Press OK or £ to accept the stop time. 13 Press YES or ⁄ i

Chapter 7 Off-premise Message Notification 91Nortel Networks Call Center Set Up and Operation GuideAbout setting up Off-premise Message Notificati

92 Chapter 7 Off-premise Message Notification P0605665 033 Press ADMIN or ⁄ to set up Off-premise Message Notification. 4 Press PAGER or ‹ to sele

Chapter 7 Off-premise Message Notification 93Nortel Networks Call Center Set Up and Operation GuideTo set up Off-premise Message Notification to m

94 Chapter 7 Off-premise Message Notification P0605665 039 Press OK or £ to accept the start time.10 Enter the time when Off-premise Message Notif

Chapter 7 Off-premise Message Notification 95Nortel Networks Call Center Set Up and Operation Guide21 Press NEXT or £ to accept the start time tha

96 Chapter 7 Off-premise Message Notification P0605665 03Changing Off-premise Message NotificationYou can change the parameters and destinations f

Chapter 7 Off-premise Message Notification 97Nortel Networks Call Center Set Up and Operation Guide6 Press CHNG or ⁄ to change the start time or p

98 Chapter 7 Off-premise Message Notification P0605665 03To change the destination from phone to another destination1 Press ≤·°⁄. Follow the voice

Chapter 7 Off-premise Message Notification 99Nortel Networks Call Center Set Up and Operation Guide10 Press CHNG or ⁄ to change the start time or