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Chapter 1 Getting started 21
Contact Center Set Up and Operation Guide
Symbols and text conventions
These symbols are used to Highlight critical information for the Contact Center system:
CO Central Office
COS Class of Service
DID Direct Inward Dialing
DN Directory Number
DND Do Not Disturb
DTMF Dual Tone Multi-Frequency
EWT Expected Wait Time
MWI Message Waiting Indication
NVM Norstar Voice Mail
Caution: Alerts you to conditions where you can damage the equipment.
Danger: Alerts you to conditions where you can get an electrical shock.
Warning: Alerts you to conditions where you can cause the system to fail or work
improperly.
Note: A Note alerts you to important information.
Tip: Alerts you to additional information that can help you perform a task.
!
Security note: Indicates a point of system security where a default should be changed,
or where the administrator needs to make a decision about the level of security required
for the system.
Table 1
Acronym Description
- BCM50 2.0 1
- Contact Center 1
- Trademarks 2
- Task List 3
- 6 Task List 6
- Contents 7
- Chapter 14 11
- Chapter 15 11
- Chapter 19 13
- 14 Contents 14
- Chapter 1 15
- 16 Chapter 1 Getting started 16
- Chapter 1 Getting started 17 17
- Contact Center features 18
- Chapter 1 Getting started 19 19
- Audience 20
- Acronyms 20
- Symbols and text conventions 21
- Related Publications 22
- How to get Help 23
- 24 Chapter 1 Getting started 24
- Chapter 2 25
- Enabling keycodes 26
- Starting CallPilot Manager 26
- System timeout 27
- Contact Center access 27
- Using the dialpad 29
- About telephone buttons 30
- Chapter 3 33
- To program a memory button 34
- Supervisors 35
- Agent Feature Codes 36
- Chapter 4 39
- To add an agent 40
- Adding more than one agent 42
- Changing agent information 43
- Resetting an agent’s password 43
- Deleting an agent 44
- Forcing an agent off 44
- To force an agent off 45
- Chapter 5 47
- Skillset properties 48
- Setting up DID routing 52
- Setting up CLID/DNIS Routing 52
- Routing using a Line 53
- Routing using CLID and a Line 53
- To add a CLID/DNIS Route 55
- Changing a CLID/DNIS Route 56
- To change a CLID/DNIS Route 56
- To delete a CLID/DNIS Route 57
- Dynamic Agent Priority 57
- Viewing agents in a skillset 60
- Enabling a skillset 61
- Disabling a skillset 61
- Unconfiguring a skillset 62
- Chapter 6 63
- Indication telephone 64
- Opening a skillset mailbox 66
- Skillset mailbox password 67
- to select a greeting 72
- 2 new 0 saved 76
- REC ADMIN 76
- No messages 78
- COMP MBOX EXIT 78
- Retrieving erased messages 79
- Replying to messages 80
- Chapter 7 83
- Deleting a destination number 100
- Adding a destination number 101
- Chapter 8 103
- NN40040-301NN40040-301 104
- 2 Click the Greetings link 105
- Chapter 9 111
- Condition 112
- Example 1 113
- Example 2 113
- Example 3 114
- Example 4 114
- Example 5 115
- Example 6 116
- Example 7 116
- Example 8 117
- Chapter 10 123
- Expected Wait Time 124
- To set up EWT 125
- Recording EWT greetings 125
- To set up an EWT Table 126
- To delete an EWT Table 128
- To change an EWT Table 129
- Greeting step parameters 130
- Adding a Greeting step 131
- To add a Greeting step 131
- Adding a Distribute for step 133
- To add a Distribute for step 133
- Adding a Goto step 134
- To add a Goto step 134
- Adding a Transfer step 134
- To add a Transfer step 135
- Adding a Disconnect step 135
- To add a Disconnect step 136
- Changing a Routing Table 143
- To delete Routing Table steps 144
- Chapter 11 145
- Using wildcard characters 148
- Changing a Caller Input rule 150
- Deleting a Caller Input rule 151
- Chapter 12 153
- Configuring lines 154
- To configure several lines 155
- Chapter 13 157
- MMCC Public Hostname 159
- Reserved channels 160
- Enable Caller ID 160
- System Configuration Report 162
- Monitoring tips 169
- About monitoring sessions 171
- Monitoring skillsets 172
- To monitor skillsets 172
- Taking some Not Ready time 174
- Logging off 175
- Supervisor Help 175
- How Supervisor Help works 176
- Configuring Supervisor Help 177
- How to handle missed requests 178
- Prompted 182
- Optional 182
- Chapter 15 Activity Codes 183 183
- Autopegs 184
- Examples of Autopeg calls 184
- System Activity Codes 185
- Example 1: No Peg 186
- Chapter 15 Activity Codes 187 187
- Transfer to Agent 188
- Break Time 189
- 190 Chapter 15 Activity Codes 190
- To create an Activity Code 191
- Importing Activity Codes 192
- 2 Click Import 193
- 194 Chapter 15 Activity Codes 194
- Pressing NO 196
- Activity Codes 196
- Chapter 16 197
- Routing Table administration 198
- Assigning DNs 200
- Chapter 17 201
- General Configuration 203
- General Properties 204
- Caller Input Rules 204
- Skillset 1 206
- Service Mode 207
- Skillset 2 208
- Routing Tables 209
- Overflow 210
- Skillset 3 211
- Skillset 4 213
- Multimedia Contact Center 215
- Skillset 5 217
- Chapter 18 221
- Agent problems 222
- Call Forward 223
- Answer DN 223
- Do Not Disturb 223
- Call Forward No Answer 223
- Hunt groups 224
- Automatic Answer 224
- Skillset problems 225
- Call processing problems 226
- Center calls do 227
- Operator 228
- Feature Codes 230
- Operator/Business Status 230
- Contact Center skillsets 231
- Contact Center Greetings 232
- Intelligent Overflow Routing 233
- Contact Center agents 234
- Skillset assignments 235
- Skillset mailboxes 236
- Intelligent CLID/DNIS Routing 239
- Line answering 240
- Glossary 241
- Numerics 247
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