Avaya Contact Center Bedienungsanleitung

BCM50 2.0Contact CenterDocument Status: StandardDocument Number: NN40040-301Document Version: 01.01Date: September 2006Contact Center Set Up and Opera

10 ContentsNN40040-301NN40040-301Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

100 Chapter 7 Off-premise Message NotificationNN40040-301NN40040-301Deleting a destination numberIf you have more than one destination number for Off-

Chapter 7 Off-premise Message Notification 101Contact Center Set Up and Operation GuideAdding a destination numberUse this procedure if you have set u

102 Chapter 7 Off-premise Message NotificationNN40040-301NN40040-301Turning Off-premise Message Notification on or offYou can turn Off-premise Message

103Contact Center Set Up and Operation GuideChapter 8Recording Contact Center greetingsAbout Contact Center greetingsContact Center greetings encourag

104 Chapter 8 Recording Contact Center greetingsNN40040-301NN40040-301Recording a Contact Center greetingBefore you record a greeting, write the greet

Chapter 8 Recording Contact Center greetings 105Contact Center Set Up and Operation GuideTo record a Contact Center greeting1 Click the Contact Center

106 Chapter 8 Recording Contact Center greetingsNN40040-301NN40040-3013 Click the Voic e link for the number of the greeting you want to record.The pa

Chapter 8 Recording Contact Center greetings 107Contact Center Set Up and Operation Guide8 To listen to the recording, click Playorto save the recordi

108 Chapter 8 Recording Contact Center greetingsNN40040-301NN40040-3013 Click the Voic e link for the number of the greeting you want to record.The pa

Chapter 8 Recording Contact Center greetings 109Contact Center Set Up and Operation GuideTo export a previously recorded greeting1 Start CallPilot Man

Contents 11Contact Center Set Up and Operation GuideChapter 14Monitoring Contact Center call activity . . . . . . . . . . . . . . . . . . . . . . . .

110 Chapter 8 Recording Contact Center greetingsNN40040-301NN40040-301

111Contact Center Set Up and Operation GuideChapter 9Setting up Intelligent RoutingAbout Intelligent RoutingIntelligent Routing gives you tremendous f

112 Chapter 9 Setting up Intelligent RoutingNN40040-301NN40040-301Intelligent Overflow Routing handles calls differently depending on the rules that y

Chapter 9 Setting up Intelligent Routing 113Contact Center Set Up and Operation Guide• changing the priority of the callExamples of Intelligent Overfl

114 Chapter 9 Setting up Intelligent RoutingNN40040-301NN40040-301• selects Change Call Priority only as the action and selects 1 as the new call prio

Chapter 9 Setting up Intelligent Routing 115Contact Center Set Up and Operation Guide• sets the timer to 2 minutes and 30 seconds• selects the skillse

116 Chapter 9 Setting up Intelligent RoutingNN40040-301NN40040-301Example 6In this example, calls to the contact center go to skillset 1, which is the

Chapter 9 Setting up Intelligent Routing 117Contact Center Set Up and Operation GuideExample 8In this example, calls to the contact center are answere

118 Chapter 9 Setting up Intelligent RoutingNN40040-301NN40040-3014 Click the Overflow link for the skillset you want to add Intelligent Overflow Rout

Chapter 9 Setting up Intelligent Routing 119Contact Center Set Up and Operation Guidedo not select the Agents Not Logged In check box and Intelligent

12 ContentsNN40040-301NN40040-301Creating, changing, and deleting Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191Importing

120 Chapter 9 Setting up Intelligent RoutingNN40040-301NN40040-301To move an Intelligent Overflow rule1 Start CallPilot Manager.2 Click the Contact Ce

Chapter 9 Setting up Intelligent Routing 121Contact Center Set Up and Operation Guide5 Click the Overflow link for the skillset with the rule you want

122 Chapter 9 Setting up Intelligent RoutingNN40040-301NN40040-301

123Contact Center Set Up and Operation GuideChapter 10Setting up Routing TablesAbout Routing TablesRouting tables determine how the system answers, ho

124 Chapter 10 Setting up Routing TablesNN40040-301NN40040-301As you create routing tables, each table shows whether it detects faxes.Expected Wait Ti

Chapter 10 Setting up Routing Tables 125Contact Center Set Up and Operation GuideTo set up EWT1 Record EWT Greetings.Refer to “Recording EWT greetings

126 Chapter 10 Setting up Routing TablesNN40040-301NN40040-301To set up an EWT Table1 Click the Contact Center heading.2 Click the Expected Wait Time

Chapter 10 Setting up Routing Tables 127Contact Center Set Up and Operation Guide4 Click Add.The Wait Time Interval page appears.5 In the Wait Time In

128 Chapter 10 Setting up Routing TablesNN40040-301NN40040-30113 In the EWT Table box type a descriptive name for the table, for example Peak Hours.Th

Chapter 10 Setting up Routing Tables 129Contact Center Set Up and Operation GuideTo change an EWT Table1 Click the Expected Wait Time Table link.The E

Contents 13Contact Center Set Up and Operation GuideAgent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

130 Chapter 10 Setting up Routing TablesNN40040-301NN40040-301Greeting step parametersYou can assign these parameters to greeting steps. If the first

Chapter 10 Setting up Routing Tables 131Contact Center Set Up and Operation GuideAdding a Greeting stepGreeting steps play a message to waiting caller

132 Chapter 10 Setting up Routing TablesNN40040-301NN40040-3014 Click the Day or the Night link for the skillset to which you want to add a greeting s

Chapter 10 Setting up Routing Tables 133Contact Center Set Up and Operation Guide— Select the CCR check box if you want callers to be able to transfer

134 Chapter 10 Setting up Routing TablesNN40040-301NN40040-3019 Click Close to return to the Skillset list.Adding a Goto stepGoto steps send a caller

Chapter 10 Setting up Routing Tables 135Contact Center Set Up and Operation Guide• Create a specific Auto Attendant table and CCR tree for Contact Cen

136 Chapter 10 Setting up Routing TablesNN40040-301NN40040-301To add a Disconnect step1 Start CallPilot Manager.2 Click the Contact Center heading.3 C

Chapter 10 Setting up Routing Tables 137Contact Center Set Up and Operation GuideAssigning Routing Table hours of operationTo assign the routing table

138 Chapter 10 Setting up Routing TablesNN40040-301NN40040-3015 For each day of the week set the hours of operation for the skillset:• to have the ski

Chapter 10 Setting up Routing Tables 139Contact Center Set Up and Operation GuideTo set the Service Mode for a skillset1 Press ≤·°¤.Enter the default

14 ContentsNN40040-301NN40040-301

140 Chapter 10 Setting up Routing TablesNN40040-301NN40040-301Example of a Day Routing TableTo set up the routing table steps is shown in “Example of

Chapter 10 Setting up Routing Tables 141Contact Center Set Up and Operation Guide8 Click Submit.The Greeting step appears as step 1 in the Day Routing

142 Chapter 10 Setting up Routing TablesNN40040-301NN40040-30129 Click Close to return to the Skillset List page.Example of a Night Routing TableTo se

Chapter 10 Setting up Routing Tables 143Contact Center Set Up and Operation GuideChanging a Routing TableYou must disable a skillset before you can ch

144 Chapter 10 Setting up Routing TablesNN40040-301NN40040-3015 Click the Modify link for the step you want to change.The Routing Step page appears.6

145Contact Center Set Up and Operation GuideChapter 11Creating Caller Input RulesYou can create Caller Input Rules that route calls to other skillsets

146 Chapter 11 Creating Caller Input RulesNN40040-301NN40040-3014 Click the Create link for the Caller Input Rules Table you want to add a rule to.The

Chapter 11 Creating Caller Input Rules 147Contact Center Set Up and Operation Guide8 Click Add.The Match Rule Setup page appears.9 In the Match String

148 Chapter 11 Creating Caller Input RulesNN40040-301NN40040-301— if you select Line or Pool, in the Line/Pool# box type the line or line pool number

Chapter 11 Creating Caller Input Rules 149Contact Center Set Up and Operation GuideAn example of using Intelligent Caller Routing, AdvancedThe contact

15Contact Center Set Up and Operation GuideChapter 1Getting started About this GuideThe Contact Center Set Up and Operation Guide describes how to set

150 Chapter 11 Creating Caller Input RulesNN40040-301NN40040-301Changing a Caller Input ruleYou can change a caller input rule at any time. If you wan

Chapter 11 Creating Caller Input Rules 151Contact Center Set Up and Operation GuideDeleting a Caller Input ruleYou can delete a Caller Input rule at a

152 Chapter 11 Creating Caller Input RulesNN40040-301NN40040-301

153Contact Center Set Up and Operation GuideChapter 12Line administrationBefore Contact Center can answer an incoming line, you must assign the line t

154 Chapter 12 Line administrationNN40040-301NN40040-301Configuring linesYou must disable a skillset and wait until there are no calls in the skillset

Chapter 12 Line administration 155Contact Center Set Up and Operation Guide4 From the Answer Mode list box, select Contact Center.5 In the Table/Skill

156 Chapter 12 Line administrationNN40040-301NN40040-301

157Contact Center Set Up and Operation GuideChapter 13Setting up Contact Center general propertiesSetting up Contact Center includes assigning the lan

158 Chapter 13 Setting up Contact Center general propertiesNN40040-301NN40040-301To assign the Contact Center language1 Start CallPilot Manager.2 Clic

Chapter 13 Setting up Contact Center general properties 159Contact Center Set Up and Operation GuideGeneral Contact Center propertiesWhen you set up C

16 Chapter 1 Getting startedNN40040-301NN40040-301Table 1 Intelligent Contact Center Capacities Features Intelligent Contact Center for BCM50 2.0Ski

160 Chapter 13 Setting up Contact Center general propertiesNN40040-301NN40040-301• If you have no firewall, or you use the Business Communications Man

Chapter 13 Setting up Contact Center general properties 161Contact Center Set Up and Operation Guide• Name with number backup: displays the caller&apo

162 Chapter 13 Setting up Contact Center general propertiesNN40040-301NN40040-3016 If you use Contact Center Reporting, in the CC Reporting Server Pas

Chapter 13 Setting up Contact Center general properties 163Contact Center Set Up and Operation GuideContact Center skillsetsLists for each skillset:•

164 Chapter 13 Setting up Contact Center general propertiesNN40040-301NN40040-301Activity Codes•ID•Name• DescriptionLine Answering•Line• Rings•Table•

Chapter 13 Setting up Contact Center general properties 165Contact Center Set Up and Operation GuideTo generate the System Configuration Report1 Start

166 Chapter 13 Setting up Contact Center general propertiesNN40040-301NN40040-301

167Contact Center Set Up and Operation GuideChapter 14Monitoring Contact Center call activityMonitoring call activityYou can monitor call activity in

168 Chapter 14 Monitoring Contact Center call activityNN40040-301NN40040-301Setting up Silent Monitor on your systemFor monitoring to be silent, you m

Chapter 14 Monitoring Contact Center call activity 169Contact Center Set Up and Operation GuideUsing Silent Monitor with Answer DNIf you have an Answe

Chapter 1 Getting started 17Contact Center Set Up and Operation GuideIntelligent Overflow Routing: rules you create to overflow, change the priority o

170 Chapter 14 Monitoring Contact Center call activityNN40040-301NN40040-3014 Press IN to log on to one or more skillsets that you want to monitor. Yo

Chapter 14 Monitoring Contact Center call activity 171Contact Center Set Up and Operation GuideAbout monitoring sessionsReceiving a call on your telep

172 Chapter 14 Monitoring Contact Center call activityNN40040-301NN40040-301Monitoring skillsetsUse ≤·‚· (Display Waiting Calls) to view information a

Chapter 14 Monitoring Contact Center call activity 173Contact Center Set Up and Operation GuideAn example of monitoring skillsetsIn the example shown

174 Chapter 14 Monitoring Contact Center call activityNN40040-301NN40040-301Taking some Not Ready timeIf you use ≤·‚° (Not Ready), you do not receive

Chapter 14 Monitoring Contact Center call activity 175Contact Center Set Up and Operation GuideLogging offLog off when you complete your shift or will

176 Chapter 14 Monitoring Contact Center call activityNN40040-301NN40040-301If a help request is escalated to a supervisor, their ≤·‚fl indicator flash

Chapter 14 Monitoring Contact Center call activity 177Contact Center Set Up and Operation GuideAgents can request Supervisor Help only if they are on

178 Chapter 14 Monitoring Contact Center call activityNN40040-301NN40040-301How to handle missed requestsWhen a supervisor’s Supervisor Help LCD indic

Chapter 14 Monitoring Contact Center call activity 179Contact Center Set Up and Operation GuideFor a missed request, the prompt “aa asked help” appear

18 Chapter 1 Getting startedNN40040-301NN40040-301Contact Center featuresContact Center has many features that give your Contact Center advanced and f

180 Chapter 14 Monitoring Contact Center call activityNN40040-301NN40040-301

181Contact Center Set Up and Operation GuideChapter 15Activity CodesAgents use Activity Codes to allocate the time they spend on calls to one or more

182 Chapter 15 Activity CodesNN40040-301NN40040-301Agents have the option of pressing ≤·‚‡ to enter an Activity Code from the time the call starts unt

Chapter 15 Activity Codes 183Contact Center Set Up and Operation GuideExamples of Activity Code callsDuring an active call, each time an agent enters

184 Chapter 15 Activity CodesNN40040-301NN40040-301AutopegsWhether an agent is Prompted or Optional, if the agent enters an Activity Code while a call

Chapter 15 Activity Codes 185Contact Center Set Up and Operation GuideSystem Activity CodesSystem Activity Codes track statistics that cannot be track

186 Chapter 15 Activity CodesNN40040-301NN40040-301Examples of System Activity Code callsExample 1: No PegA call where the agent does not enter an Act

Chapter 15 Activity Codes 187Contact Center Set Up and Operation GuideExamples of Prompted and Optional CallsExample 1: Optional where the agent does

188 Chapter 15 Activity CodesNN40040-301NN40040-301Example 5: The first agent is Prompted and the second agent is OptionalHow Activity Codes interact

Chapter 15 Activity Codes 189Contact Center Set Up and Operation GuideExample 2: The first agent enters an Activity CodeExample 3: The second agent en

Chapter 1 Getting started 19Contact Center Set Up and Operation GuideUsing CallPilot call routing with Contact CenterCallPilot is a versatile business

190 Chapter 15 Activity CodesNN40040-301NN40040-301It is the agent's responsibility to either enter an Activity Code or release the session. Othe

Chapter 15 Activity Codes 191Contact Center Set Up and Operation GuideCreating, changing, and deleting Activity CodesYou create Activity Codes using C

192 Chapter 15 Activity CodesNN40040-301NN40040-301To change an Activity CodeYou can change an Activity Code’s name and description. You cannot change

Chapter 15 Activity Codes 193Contact Center Set Up and Operation GuideExample of an Activity Code list created in NotepadExample of an Activity Code L

194 Chapter 15 Activity CodesNN40040-301NN40040-301The Importing Activity Codes dialog box appears.3 In the Load Activity Code From box, enter the pat

Chapter 15 Activity Codes 195Contact Center Set Up and Operation GuideAssigning Activity Code settings to agents and skillsetsBy default agents and sk

196 Chapter 15 Activity CodesNN40040-301NN40040-3014 The agent can press YES to enter another Activity Code or press NO to end the ≤·‚‡ session.Pressi

197Contact Center Set Up and Operation GuideChapter 16Tips for operating Contact CenterThis chapter provides tips to improve the operation of Contact

198 Chapter 16 Tips for operating Contact CenterNN40040-301NN40040-301Routing Table administration• Use Forced Play greetings sparingly. If you use Fo

Chapter 16 Tips for operating Contact Center 199Contact Center Set Up and Operation GuideHow to calculate the longest time a caller can be on holdThe

Copyright © 2005–2006 Nortel Networks, All Rights ReservedThe information in this document is subject to change without notice. The statements, config

20 Chapter 1 Getting startedNN40040-301NN40040-301Auto AttendantThe Auto Attendant answers incoming calls and presents callers with a greeting. After

200 Chapter 16 Tips for operating Contact CenterNN40040-301NN40040-301Tips to improve the efficiency of Contact CenterPlan for busy times:• when you a

201Contact Center Set Up and Operation GuideChapter 17Examples of Contact Center configurationsThere are many ways to set up Contact Center in your co

202 Chapter 17 Examples of Contact Center configurationsNN40040-301NN40040-301• “Overflow” on page 210“Skillset 3” on page 211• “Routing Tables” on pa

Chapter 17 Examples of Contact Center configurations 203Contact Center Set Up and Operation GuideGeneral Configuration Additional keycodes Intelligen

204 Chapter 17 Examples of Contact Center configurationsNN40040-301NN40040-301General PropertiesCaller Input RulesGreeting 53 The expected wait time f

Chapter 17 Examples of Contact Center configurations 205Contact Center Set Up and Operation GuideExpected Wait TimeActivity CodesLines

206 Chapter 17 Examples of Contact Center configurationsNN40040-301NN40040-301Skillset 1Routing TablesPropertiesName SalesMWI DN 333Method Least busyA

Chapter 17 Examples of Contact Center configurations 207Contact Center Set Up and Operation GuideService ModeNight Routing Table steps1 - Transfer to

208 Chapter 17 Examples of Contact Center configurationsNN40040-301NN40040-301OverflowSkillset 2PropertiesName SupportMWI DN 334Method Least BusyAtten

Chapter 17 Examples of Contact Center configurations 209Contact Center Set Up and Operation GuideRouting TablesDay Routing Table steps1 - Greeting 2

Chapter 1 Getting started 21Contact Center Set Up and Operation GuideSymbols and text conventionsThese symbols are used to Highlight critical informat

210 Chapter 17 Examples of Contact Center configurationsNN40040-301NN40040-301Service ModeOverflow

Chapter 17 Examples of Contact Center configurations 211Contact Center Set Up and Operation GuideSkillset 3Routing TablesPropertiesName InstallationMW

212 Chapter 17 Examples of Contact Center configurationsNN40040-301NN40040-301Service ModeOverflowNight Routing Table steps1 - Transfer to extension

Chapter 17 Examples of Contact Center configurations 213Contact Center Set Up and Operation GuideSkillset 4Routing TablesPropertiesName PreferredMWI D

214 Chapter 17 Examples of Contact Center configurationsNN40040-301NN40040-301Service ModeOverflowNight Routing Table steps1 - Transfer to extension

Chapter 17 Examples of Contact Center configurations 215Contact Center Set Up and Operation GuideMultimedia Contact CenterMosaic Hardwood Flooring wan

216 Chapter 17 Examples of Contact Center configurationsNN40040-301NN40040-301Activity CodesGreeting 148VoiceWelcome to Mosaic Hardwood Flooring. Plea

Chapter 17 Examples of Contact Center configurations 217Contact Center Set Up and Operation GuideLinesSkillset 5Skillsets 1 - 4 are unchanged. See:• “

218 Chapter 17 Examples of Contact Center configurationsNN40040-301NN40040-301Routing TablesDay Routing Table steps1 - Greeting 148 Forced Greeting2 -

Chapter 17 Examples of Contact Center configurations 219Contact Center Set Up and Operation GuideService ModeOverflow

22 Chapter 1 Getting startedNN40040-301NN40040-301These conventions and symbols are used to represent the Business Series Terminal display and dialpad

220 Chapter 17 Examples of Contact Center configurationsNN40040-301NN40040-301

221Contact Center Set Up and Operation GuideChapter 18Troubleshooting Contact CenterThis chapter contains troubleshooting information for problems tha

222 Chapter 18 Troubleshooting Contact CenterNN40040-301NN40040-301To reset the Operator password using a phoneResetting the Contact Center Administra

Chapter 18 Troubleshooting Contact Center 223Contact Center Set Up and Operation Guide• If the agent wants to send the call to a specific agent or ano

224 Chapter 18 Troubleshooting Contact CenterNN40040-301NN40040-301Preventing calls from ringing at an agent’s setTo prevent agents who are on a Conta

Chapter 18 Troubleshooting Contact Center 225Contact Center Set Up and Operation GuideFollow-me browsing (Multimedia Contact Center Agents only)Follow

226 Chapter 18 Troubleshooting Contact CenterNN40040-301NN40040-3015 Click Submit.Problems viewing skillset settingsIf you use Netscape Communicator v

Chapter 18 Troubleshooting Contact Center 227Contact Center Set Up and Operation GuideCalls do not distribute to certain agentsCheck that the agent is

228 Chapter 18 Troubleshooting Contact CenterNN40040-301NN40040-301To have non-Contact Center calls to go to voicemail and Contact Center calls to ret

229Contact Center Set Up and Operation GuideChapter 19Contact Center Programming RecordFor this programming task see on pageRecord the Feature Codes u

Chapter 1 Getting started 23Contact Center Set Up and Operation GuideCallPilot Contact Center Telephone Administration Guide (NN40040-600)Contact Cent

230 Chapter 19 Contact Center Programming RecordNN40040-301NN40040-301Feature CodesGeneral Contact Center propertiesOperator/Business StatusFeature co

Chapter 19 Contact Center Programming Record 231Contact Center Set Up and Operation GuideContact Center skillsetsSkillset parameterRules Default Skill

232 Chapter 19 Contact Center Programming RecordNN40040-301NN40040-301Contact Center GreetingsGreeting numberGreeting information

Chapter 19 Contact Center Programming Record 233Contact Center Set Up and Operation GuideIntelligent Overflow RoutingSkillset:Service Mode(circle one)

234 Chapter 19 Contact Center Programming RecordNN40040-301NN40040-301Contact Center agentsAgent IDand typeAgent name Supervisor statusY/NNames and #s

Chapter 19 Contact Center Programming Record 235Contact Center Set Up and Operation GuideSkillset assignmentsSkillset name and # Agent ID and name Pri

236 Chapter 19 Contact Center Programming RecordNN40040-301NN40040-301Skillset mailboxesSkillset # Mailbox name Mailbox number (Control DN)MWI extensi

Chapter 19 Contact Center Programming Record 237Contact Center Set Up and Operation GuideRouting TablesSkillset # _______________ Day or N

238 Chapter 19 Contact Center Programming RecordNN40040-301NN40040-301Caller Input RulesRule table # _______________ Length: Fixed _____

Chapter 19 Contact Center Programming Record 239Contact Center Set Up and Operation GuideIntelligent CLID/DNIS RoutingType of call: Line, Multimedia C

24 Chapter 1 Getting startedNN40040-301NN40040-301Getting Help through a Nortel distributor or reseller If you purchased a service contract for your N

240 Chapter 19 Contact Center Programming RecordNN40040-301NN40040-301Line answeringLine # Skillset # # of rings (0 to 12) for Caller ID minimum 2 rin

241Contact Center Set Up and Operation GuideGlossaryAASee Automated Attendant.AgentAn agent is a person who is assigned to answer calls for one or mor

242NN40040-301NN40040-301CCRSee Custom Call Routing.CDNSee Control Directory Number.Contact CenterContact Center receives, holds and routes calls to a

243Contact Center Set Up and Operation GuideChannelA channel is the voice path that Contact Center uses to play greetings to callers. A voice channel

244NN40040-301NN40040-301The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a priority of 6 when they are lo

245Contact Center Set Up and Operation GuideMemory button indicatorMemory button indicators are the triangular-shaped indicators on a phone next to th

246NN40040-301NN40040-301Real timeReal time is a term for when there is very little response time between when an event occurs and when the informatio

247Contact Center Set Up and Operation GuideIndexNumerics24 Hour Service mode, skillset 112AActivity Codes 49agent settings 195Autopegs 184Bre

248 IndexNN40040-301NN40040-301skillset mailbox password 67Channelsreserved 160voice 160Character limitfor Off-premise Message Notification dest

Index 249Contact Center Set Up and Operation GuideLog off 35, 36Log on 35, 36Monitor Agents 35Monitor skillsets 36Not Ready 36Open Mailbox

25Contact Center Set Up and Operation GuideChapter 2About setting up Contact CenterYou can set up Contact Center using a display telephone on your pho

250 IndexNN40040-301NN40040-301Off-premise Message Notification 83playingenvelope, CallPilot interface 79envelope, Norstar Voice Mail 77next, Ca

Index 251Contact Center Set Up and Operation GuideRReal time status of call activity 167Recording, greeting 109regulatory information 2Remotely

252 IndexNN40040-301NN40040-301viewing agents in 60Skillset mailboxabout 63changing password 67checking for messages. 75Class of Service 63d

26 Chapter 2 About setting up Contact CenterNN40040-301NN40040-301If you use Microsoft Internet Explorer, set the following parameters:• Check for new

Chapter 2 About setting up Contact Center 27Contact Center Set Up and Operation Guide4 Click Launch CallPilot Manager.The CallPilot Manager Main Menu

28 Chapter 2 About setting up Contact CenterNN40040-301NN40040-301All settings under the Contact Center heading in CallPilot Manager are available, on

Chapter 2 About setting up Contact Center 29Contact Center Set Up and Operation GuideContact Center agents can use two line display telephones and one

3Contact Center Set Up and Operation GuideTask ListGetting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

30 Chapter 2 About setting up Contact CenterNN40040-301NN40040-301The prompt disappears for these command line prompts:• Name:•Log:•Dest ph:Symbols an

Chapter 2 About setting up Contact Center 31Contact Center Set Up and Operation GuideYou can enter ≤, ƒ or and the code to use a feature.For example,

32 Chapter 2 About setting up Contact CenterNN40040-301NN40040-301

33Contact Center Set Up and Operation GuideChapter 3Using Feature CodesYou use Feature Codes to perform Contact Center functions on your telephone.Fea

34 Chapter 3 Using Feature CodesNN40040-301NN40040-301Programming a memory button with a Feature CodeEach Feature Code can be programmed to a memory b

Chapter 3 Using Feature Codes 35Contact Center Set Up and Operation GuideFeature Codes used by Contact Center Administrator and SupervisorsUse this Fe

36 Chapter 3 Using Feature CodesNN40040-301NN40040-301Feature Codes used by Contact Center agentsIf you have Custom Feature Codes, record them in the

Chapter 3 Using Feature Codes 37Contact Center Set Up and Operation GuideNote: While you are using a feature, if you press the Feature ≤ button your p

38 Chapter 3 Using Feature CodesNN40040-301NN40040-301

39Contact Center Set Up and Operation GuideChapter 4Setting up Contact Center agentsAgents handle the calls in your Contact Center. Supervisors are ag

4 Task ListNN40040-301NN40040-301To play skillset mailbox messages - CallPilot ...78To re

40 Chapter 4 Setting up Contact Center agentsNN40040-301NN40040-301In addition to these agent properties, you can assign agents Dynamic Priority when

Chapter 4 Setting up Contact Center agents 41Contact Center Set Up and Operation Guide3 Click the Agent List link.The Contact CenterAgent List appears

42 Chapter 4 Setting up Contact Center agentsNN40040-301NN40040-301Adding more than one agentYou can save time by adding more than one agent at a time

Chapter 4 Setting up Contact Center agents 43Contact Center Set Up and Operation Guide11 Click Submit.Changing agent informationYou can change an agen

44 Chapter 4 Setting up Contact Center agentsNN40040-301NN40040-3013 Click the Agent List link.The Agent List page appears.4 Click the Reset Password

Chapter 4 Setting up Contact Center agents 45Contact Center Set Up and Operation GuideTo force an agent off1 Start CallPilot Manager.2 Click the Conta

46 Chapter 4 Setting up Contact Center agentsNN40040-301NN40040-301

47Contact Center Set Up and Operation GuideChapter 5Setting up skillsetsAbout skillsetsContact Center skillsets answer and distribute calls to agents

48 Chapter 5 Setting up skillsetsNN40040-301NN40040-301Skillset propertiesSkillsetThe number between 1 and 30 that is assigned to the skillset.Control

Chapter 5 Setting up skillsets 49Contact Center Set Up and Operation GuideDelay AnswerDelay Answer is a toll-saving feature that prevents Contact Cent

Task List 5Contact Center Set Up and Operation GuideTo change the rule length for a Caller Input Table ...

50 Chapter 5 Setting up skillsetsNN40040-301NN40040-301Setting up or changing a skillsetYou can record skillset properties in the table “Contact Cente

Chapter 5 Setting up skillsets 51Contact Center Set Up and Operation Guide5 In the Control DN box, type the extension for the skillset.For more inform

52 Chapter 5 Setting up skillsetsNN40040-301NN40040-301Setting up DID routingYou can route calls based on their Direct Inward Dialing (DID) number. DI

Chapter 5 Setting up skillsets 53Contact Center Set Up and Operation GuideRouting using a LineIf your company uses a rotary number without DNIS capabi

54 Chapter 5 Setting up skillsetsNN40040-301NN40040-301CLID/DNIS Routing Table propertiesLineThe line is the line number the call comes in on. Any cal

Chapter 5 Setting up skillsets 55Contact Center Set Up and Operation GuideTo add a CLID/DNIS Route1 Start CallPilot Manager.2 Click the Contact Center

56 Chapter 5 Setting up skillsetsNN40040-301NN40040-301• If you want to create a rule for CLID/ANI and a rotary number, in the CLID/ANI box type the C

Chapter 5 Setting up skillsets 57Contact Center Set Up and Operation Guide• If you want to change the priority of the call, select Change Call Priorit

58 Chapter 5 Setting up skillsetsNN40040-301NN40040-301To assign an agent to a skillset1 Start CallPilot Manager.2 Click the Contact Center heading.3

Chapter 5 Setting up skillsets 59Contact Center Set Up and Operation GuideChanging an agent’s priority in a skillsetAgents can have different prioriti

6 Task ListNN40040-301NN40040-301

60 Chapter 5 Setting up skillsetsNN40040-301NN40040-301Unassigning an agent from a skillsetWhen you unassign an agent from a skillset, the agent is re

Chapter 5 Setting up skillsets 61Contact Center Set Up and Operation Guide5 Click Close to return to the Skillset List page.Enabling a skillsetAfter y

62 Chapter 5 Setting up skillsetsNN40040-301NN40040-3013 Click the Skillset List link.The Skillset List page appears.4 Click the Disable link for the

63Contact Center Set Up and Operation GuideChapter 6Setting up skillset mailboxesAbout skillset mailboxesEach skillset has a mailbox that stores messa

64 Chapter 6 Setting up skillset mailboxesNN40040-301NN40040-301To determine a skillset’s mailbox number and Message Waiting Indication telephoneIniti

Chapter 6 Setting up skillset mailboxes 65Contact Center Set Up and Operation GuideTo initialize a skillset mailbox1 Press ≤·°⁄.2 Log on by following

66 Chapter 6 Setting up skillset mailboxesNN40040-301NN40040-301Opening a skillset mailboxYou can open an initialized skillset mailbox from:• your ext

Chapter 6 Setting up skillset mailboxes 67Contact Center Set Up and Operation Guide• Call an Operator, receptionist or subscriber and ask them to tran

68 Chapter 6 Setting up skillset mailboxesNN40040-301NN40040-301To change a skillset mailbox passwordResetting a skillset mailbox passwordTo reset a s

Chapter 6 Setting up skillset mailboxes 69Contact Center Set Up and Operation Guide3 Click the Reset Password link for the skillset mailbox you want t

7Contact Center Set Up and Operation GuideContentsChapter 1Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

70 Chapter 6 Setting up skillset mailboxesNN40040-301NN40040-301To record a Primary or Alternate skillset mailbox greeting1 Press ≤·°⁄.Follow the voic

Chapter 6 Setting up skillset mailboxes 71Contact Center Set Up and Operation GuideChoosing a Primary or Alternate skillset mailbox greetingIf you rec

72 Chapter 6 Setting up skillset mailboxesNN40040-301NN40040-301To choose a Primary or Alternate skillset mailbox greetingRecording a Personalized ski

Chapter 6 Setting up skillset mailboxes 73Contact Center Set Up and Operation GuideIf you record a Personalized greeting, program the skillset mailbox

74 Chapter 6 Setting up skillset mailboxesNN40040-301NN40040-301To record a Personalized skillset mailbox greetingDeleting a Personalized skillset mai

Chapter 6 Setting up skillset mailboxes 75Contact Center Set Up and Operation GuideTo delete a Personalized mailbox greetingChecking skillset mailboxe

76 Chapter 6 Setting up skillset mailboxesNN40040-301NN40040-301• the next agent knows if the callback was successful or not• only one agent contacts

Chapter 6 Setting up skillset mailboxes 77Contact Center Set Up and Operation GuideEnvelope‡Plays the information in the message envelope. Envelope in

78 Chapter 6 Setting up skillset mailboxesNN40040-301NN40040-301Notes:1 Because the skillset mailbox has limited message storage space, delete any mes

Chapter 6 Setting up skillset mailboxes 79Contact Center Set Up and Operation GuideRetrieving erased messagesAfter you play your messages and end your

8 ContentsNN40040-301NN40040-301Chapter 4Setting up Contact Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39About add

80 Chapter 6 Setting up skillset mailboxesNN40040-301NN40040-301After you play the erased message, you can restore it. If you end the current session

Chapter 6 Setting up skillset mailboxes 81Contact Center Set Up and Operation GuideTo reply to an internal caller - Norstar Voice MailTo reply to an i

82 Chapter 6 Setting up skillset mailboxesNN40040-301NN40040-301To reply to an external caller - Norstar Voice MailTo reply to an external caller - Ca

83Contact Center Set Up and Operation GuideChapter 7Off-premise Message NotificationAbout Off-premise Message NotificationOff-premise Message Notifica

84 Chapter 7 Off-premise Message NotificationNN40040-301NN40040-301After you set the Off-premise Message Notification parameters, Off-premise Message

Chapter 7 Off-premise Message Notification 85Contact Center Set Up and Operation Guide• types of message you want to receive (all new messages or just

86 Chapter 7 Off-premise Message NotificationNN40040-301NN40040-3015 Enter the destination phone number and press OK or £. The destination phone numbe

Chapter 7 Off-premise Message Notification 87Contact Center Set Up and Operation GuideTo set up Off-premise Message Notification to an extension16 Pre

88 Chapter 7 Off-premise Message NotificationNN40040-301NN40040-301About setting up Off-premise Message Notification to a pager numberExample of a des

Chapter 7 Off-premise Message Notification 89Contact Center Set Up and Operation Guidewhere:• £ specifies the next digits are special characters• › re

Contents 9Contact Center Set Up and Operation GuideExamples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . .

90 Chapter 7 Off-premise Message NotificationNN40040-301NN40040-3016 Press OK or £ to accept the destination pager number represented by <x>orpr

Chapter 7 Off-premise Message Notification 91Contact Center Set Up and Operation GuideTo set up Off-premise Message Notification to more than one dest

92 Chapter 7 Off-premise Message NotificationNN40040-301NN40040-3019 Press OK or £ to accept the start time.10 Enter the time when Off-premise Message

Chapter 7 Off-premise Message Notification 93Contact Center Set Up and Operation GuideChanging Off-premise Message NotificationYou can change the para

94 Chapter 7 Off-premise Message NotificationNN40040-301NN40040-3012 If you use the CallPilot interface:• Press °fi to open the Mailbox Tools• Press NO

Chapter 7 Off-premise Message Notification 95Contact Center Set Up and Operation GuideTo change the destination from phone to another destination1 Pre

96 Chapter 7 Off-premise Message NotificationNN40040-301NN40040-30110 Press CHNG or ⁄ to change the start timeorpress NEXT or £ to accept the start ti

Chapter 7 Off-premise Message Notification 97Contact Center Set Up and Operation GuideTo change the destination from pager to phone or extension1 Pres

98 Chapter 7 Off-premise Message NotificationNN40040-301NN40040-301To change the destination from phone or extension to pager9 Press CHNG or ⁄ to chan

Chapter 7 Off-premise Message Notification 99Contact Center Set Up and Operation Guide6 Enter the pager number and press OK or £ to continue.7 Press O