Part No.
Call Center Telephone Administration Guide Copyright © 2004 Nortel Networks All rights reserved. 2004. 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.
Contents Chapter 1 About Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 What Call Center includes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 What you can administer through a telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 How to get help . . . . .
Contents Chapter 5 Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents 5 Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Chapter 8 Setting up agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Agent properties . . . . . .
Contents Chapter 11 Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Setting up Silent Monitor on your system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 Monitoring tips . . . . . . . . . . . . . . . . . . . .
Contents 7 Chapter 14 Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 General Call Center parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 Call Center skillsets . . . .
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Chapter 1 About Call Center This guide leads a Call Center Administrator through setting up and operating Call Center on a CallPilot 100/150 or BCM50 system. You can program Call Center using any two-line display telephone on your telephone system. You can also use the web-based CallPilot Manager to set up and operate Call Center. Call Center is an application that handles incoming calls as efficiently and economically as possible.
Chapter 1 About Call Center What Call Center includes You can use Enhanced or Basic Call Center on CallPilot. Basic Call Center is available for BCM50.
Chapter 1 About Call Center Features Overflow rules per skillset Basic Call Center Advanced Intelligent Caller Input Routing: the ability to route a call based on multi-digit fixed or variable strings Enhanced Call Center 20 Basic Intelligent Caller Input Routing: the ability to route a call to an Operator, Auto Attendant, skillset mailbox, CCR Tree or internal or external number 20 Available Not available Available Delegated Call Center Administration: the System Administrator can create a passw
Chapter 1 About Call Center What you can administer through a telephone Call Center properties Software authorization code “Enabling the Call Center software authorization code” on page 23 Primary and Secondary Alert times “Primary and Secondary alert times” on page 25 Reserved Channels “Reserved channels” on page 26 Supervisor Help “Setting the Supervisor Help request timeout” on page 28 “Selecting skillsets supervisors can receive help requests from” on page 28 Caller ID display settings “Se
Chapter 1 About Call Center 13 Routing Intelligent Overflow Routing “Adding Overflow rules” on page 122 Greeting step Distribute for step Goto step Transfer step Disconnect step “Adding a Greeting step” on page 130 “Adding a Distribute for step” on page 134 “Adding a Goto step” on page 135 “Adding a Transfer step” on page 136 “Adding a Disconnect step” on page 138 Expected Wait Time tables NOTE: You must use CallPilot Manager. You cannot administer EWT Tables via telephone.
Chapter 1 About Call Center How to get help USA and Canada Authorized Distributors - ITAS Technical Support Telephone: 1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#. Website: http://www.nortelnetworks.com/itas/ email: naitas@nortelnetworks.
Chapter 2 About Call Center telephone administration Setting up Call Center with a two line display telephone You cannot use a single line display telephone to set up and administer Call Center. You must use a two line display telephone. Two line display telephones show Call Center commands and options. A two line display can show up to three display options at once.
Chapter 2 About Call Center telephone administration Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters. Each button represents a number and letters of the alphabet. To enter a character press the dialpad button that represents the letter or number. Press the button again to see the next letter or number. To accept a character press £ or press another button.
Chapter 2 About Call Center telephone administration 17 Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad. Convention Example Used for Word in a special font (in the top line of the display) Pswd: Command line prompts on display telephones. Underlined word in capital letters (on the bottom line of a two line display telephone) PLAY Display option. Available on two line display telephones.
Chapter 2 About Call Center telephone administration Feature codes You use Feature Codes to perform Call Center functions on your telephone. Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call Center can also use custom Feature Codes. If the default Feature Codes are used by another application, your system automatically assigns custom Feature Codes.
Chapter 2 About Call Center telephone administration 19 Programming a memory button with a Feature Code Each Feature Code can be programmed to a memory button. We recommend that you use memory buttons with indicators to program the Feature Codes. A memory button indicator is the triangle next to a memory button. You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready status of agents.
Chapter 2 About Call Center telephone administration Feature Codes used by Call Center Administrators and supervisors Use this Feature Code To...
Chapter 2 About Call Center telephone administration 21 Feature Codes used by Call Center agents If you have Custom Feature Codes, record them in the table “Feature Codes” on page 172. Agent Feature Codes For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent Guide. For more information on Feature Codes used by supervisors, refer to the “Feature Codes used by Call Center Administrators and supervisors” on page 20. Agents use this Feature Code To...
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Chapter 3 Call Center general properties To set the Call Center general properties you: • • • • • • • set the Primary and Secondary alert times set the number of Reserved channels set the CLID parameter set the Supervisor Help request timeout value select from which skillsets a supervisor can receive help requests configure the lines to be answered by Call Center set the line answering status If you do not have Call Center as your primary application, you must enable the Call Center software authoriza
Chapter 3 Call Center general properties Enabled 9 The display shows that the software authorization code is enabled. 10 Press ® to end the session.
Chapter 3 Call Center general properties 25 Setting Call Center general properties When you set up Call Center you must assign values for the general properties. The general Call Center properties are: Primary and Secondary alert times Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be greater than the Primary alert time.
Chapter 3 Call Center general properties Reserved channels Reserved channels are voice channels that are reserved for use by Call Center. If you reserve channels for Call Center, you ensure that callers are played skillset announcements, and CallPilot does not use all of the voice channels.
Chapter 3 Call Center general properties Sec alert mmss: RETRY 11 Enter the Secondary Alert time. This is a four digit field. Add a zero to any single digit hour or minute. Sec alert: xx:xx CHNG OK 12 The display shows the Secondary Alert time. Press OK. CC Admin GRTG PARM 13 Press ® to end the session. 27 Setting Caller ID You can select how you want caller information to be displayed on agent telephones: • • • Name and number: displays the caller's name for 3 seconds and then the skillset name.
Chapter 3 Call Center general properties Setting the Supervisor Help request timeout The Supervisor Help Request Timeout is when to escalate a request if the chosen supervisor does not answer the help request. You can enter a value between 1 and 60 seconds. The default is 12 seconds. Log: QUIT RETRY Admin MBOX AA Admin GLIST OK OTHR CCR CC CC Admin AGENT SKILL OTHR CC Admin GRTG PARM 1 Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK.
Chapter 3 Call Center general properties 29 Configuring lines Before Call Center can answer an incoming line, you must assign the line to be answered by a Call Center skillset. You can configure a maximum of 15 lines for Basic Call Center and 30 for Enhanced. The line numbers can be any line number from 1 to 500.
Chapter 3 Call Center general properties To configure lines for Call Center Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK. 2 Press AA. Auto Atdt Admin GRTG TABLE LINES 3 Press LINES. Line number: RETRY 4 Enter the line number and press OK. Ans: No NEXT 5 Press CHNG. Line: x Ans: AA CHNG TABLE NEXT 6 Press CHNG. Line: x Ans: CC CHNG SKILL NEXT 7 Press SKILL.
Chapter 3 Call Center general properties 31 Setting the Answer Lines status The Answer Lines status determines whether Call Center answers the assigned lines. If the Answer Line status is set to Yes, Call Center answers the lines assigned as Call Center and CallPilot answers the lines assigned as AA. If the Answer Line status is set to No, neither Call Center nor CallPilot answers lines. To set the Answer Lines status Pswd: RETRY 1 Press ≤·°¤. Enter the Operator password, and then press OK.
Chapter 3 Call Center general properties Resetting the Call Center Administrator password You can reset the Call Center Administrator password by resetting the password to the default password and then creating a new password. You can reset the password to keep the system secure, and to create a new password if you forget the Call Center Administrator password. If you reset the password, you must log on to the Call Center Administrator mailbox using the default password 0000 and create a new password.
Chapter 3 Call Center general properties Must change pswd Pswd: RETRY OK Again: RETRY OK Password OK 33 7 This display appears briefly to indicate that you must change your password. 8 Enter a new password from four to eight digits long that does not start with zero. Press OK or £. 9 Reenter your new password and press OK or £. 10 Press ® to end the session.
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Chapter 4 Call Center greetings About Call Center greetings Call Center greetings encourage callers to stay on the line until an agent is available. You can record greetings in different languages and change them as often as you like. If you use Basic Call Center you can record a maximum of 30 Call Center greetings, or 50 greetings if you use Enhanced Call Center.
Chapter 4 Call Center greetings A transfer greeting lets a caller transfer their call. “Please press 1 to leave a message and one of our agents will return your call. Press 2 to return to the previous choices.” Transfer greeting Non-business hours greeting Your non-business hours greeting will be played after your business is closed: “You have reached Bridgestone Computers. Our hours of service are Monday to Friday from 8:00 until 12:00 and 1:00 until 5:00. To leave a message, please press 0.
Chapter 4 Call Center greetings CC greeting: RETRY OK 37 10 Enter another greeting number and press OK to record another greeting or press ® to end the session.
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Chapter 5 Setting up skillsets About skillsets Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold calls for different call center departments, such as sales and technical support. You can have a maximum of 2 skillsets for Basic Call Center or 30 skillsets for Enhanced Call Center. You cannot change the properties of a skillset while it is enabled. You must disable the skillset.
Chapter 5 Setting up skillsets Skillset properties Skillset number Number of the skillset: 1 or 2 for Basic, 1-30 for Enhanced. Control DN The Control Directory Number is the extension associated with the skillset. Incoming calls transfer to the CDN of each skillset from extensions, the Automated Attendant or Custom Call Routing. The CDN is the skillset mailbox number. When you assign a CDN to a skillset: • It can be a B1 extension number that is not connected to any telephone or peripheral.
Chapter 5 Setting up skillsets 41 MWI ext (Message Waiting Indication extension) The Message Waiting Indication extension is an optional telephone number that indicates that a skillset mailbox has messages waiting. The MWI extension that you assign shows Message for you on the telephone display when there are new messages in the skillset mailbox. The MWI DN defaults to None.
Chapter 5 Setting up skillsets Expected Wait Time Expected Wait Time parameters are: EWT sample: How many previous calls are used to calculate EWT. You can enter a number between 2 and 256 calls. EWT Increase Allowed: Enabled by default, which means that EWT is recalculated if it increases, and the appropriate EWT greeting is played. If not enabled, callers do not hear recalculated expected wait times if the wait time increases.
Chapter 5 Setting up skillsets 43 Setting up a skillset You can record skillset properties in the table “Call Center skillsets” on page 174. To set up a skillset Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press SKILL. 5 Enter the number of the skillset you want to set up and press OK. Status: uninit SETUP QUIT 6 Press SETUP.
Chapter 5 Setting up skillsets MWI ext: xx CHNG NEXT 14 Press NEXT. Method: Least busy CHNG NEXT 15 Press CHNG to change the method of call distribution to Preferred (Prefer) and press NEXT or press NEXT to accept the default of Longest idle (Least busy). Break: 00:30 CHNG NEXT 16 Press CHNG if you want to change the default Break time or press NEXT to accept the default time 00:30 and go to step 19. Break mmss: RETRY 17 Enter the Break time and press OK. This is a four digit field.
Chapter 5 Setting up skillsets AC Entry: OPT OPT PRMPT NEXT 45 26 Press NEXT if your Call Center does not use Activity Codes and go to step 27 or if your Call Center uses Activity Codes, select the Activity Code entry type: OPT for Optional, PRMPT for Prompted and press NEXT. This prompt appears only if you have Call Center Reporting enabled on your system. NOTE: Although you can set this Activity Code parameter by telephone, you must use CallPilot Manager to create Activity Codes.
Chapter 5 Setting up skillsets Mo: xxxxa-xxxxp CHNG 24HR NEXT 35 The start times for the Day and Night Routing Tables for Monday are shown. Press NEXT. Tu: 24 hour CHNG 36 Repeat steps 28 through 33 to set up the Day and Night Routing Tables for the rest of the week. NEXT 37 Press ® to end the session or repeat steps 4 through 36 to set up another skillset.
Chapter 5 Setting up skillsets 47 Enabling a skillset After you set up a skillset, calls will not be answered until you enable it. If you disable a skillset, no new calls are accepted in the skillset. Calls that are in the skillset are distributed until the calls are ended.
Chapter 5 Setting up skillsets Disabling a skillset You must disable a skillset if you want to change the skillset properties or administer the lines. If you disable a skillset, no new calls go to the skillset. Any calls that are in the skillset are distributed until the calls are ended. To disable a skillset Log: QUIT 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press SKILL.
Chapter 5 Setting up skillsets 49 Changing skillset properties You cannot change the properties of a skillset while it is enabled. You must disable the skillset. If you want to change the CDN, disable the skillset and wait until there are no calls in the skillset before you change the CDN. To change a skillset Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC.
Chapter 5 Setting up skillsets MWI ext: CHNG NEXT 14 Press CHNG to assign or change an MWI ext or press NEXT to accept the default of no MWI and go to step 17. Ext: RETRY 15 Enter the extension for MWI and press OK. OK MWI ext: CHNG NEXT 16 Press NEXT. Method: xxxx CHNG NEXT 17 Press CHNG to change the method of call distribution or press NEXT. Break: xx:xx CHNG NEXT 18 Press CHNG to change the Break time or press NEXT and go to step 21.
Chapter 5 Setting up skillsets AC Entry: OPT OPT PRMPT NEXT 51 27 Press NEXT if your Call Center does not use Activity Codes or if you do not want to change the Activity Code entry type and go to step 28 or if your Call Center uses Activity Codes, select the Activity Code entry type: OPT for Optional, PRMPT for Prompted and press NEXT. This prompt appears only if you have Call Center Reporting enabled on your system.
Chapter 5 Setting up skillsets Mo: xxxxa-xxxxp CHNG 24HR NEXT 36 The display shows the Monday Routing Table start times. Press CHNG to change the start times and follow steps 31 through 34 or press 24HR to use 24 hour service for Monday or press NEXT to continue. Tu: xxxxa-xxxxp CHNG 24HR NEXT 37 The display shows the Tuesday Routing Table method. In this example the Routing Table has Day and Night Routing Table start times programmed.
Chapter 5 Setting up skillsets 53 Unconfiguring a skillset If you unconfigure a skillset, you erase the programming for the skillset. You can then reprogram the skillset.
Chapter 5 Setting up skillsets Skillset Unconfigured 11 This display appears momentarily. CC Admin AGENT SKILL OTHR 12 Press ® to end the session.
Chapter 6 Setting up skillset mailboxes About skillset mailboxes Each skillset has a mailbox that stores messages left by callers. A skillset mailbox is created automatically when you set up a skillset. There is one skillset mailbox for each skillset. The skillset mailbox number is the same as the Control Directory Number (CDN) of the skillset.
Chapter 6 Setting up skillset mailboxes Determining a skillset mailbox number You must know a skillset mailbox number before you can set up the skillset mailbox. The skillset mailbox number is the mailbox’s Control DN. If you know the skillset mailbox number, you can initialize the mailbox. Refer to “Initializing a skillset mailbox” on page 58.
Chapter 6 Setting up skillset mailboxes 57 Checking which telephone mailbox interface you use CallPilot supports two interfaces: Norstar Voice Mail and CallPilot. The Call Center Administrator determines which interface is assigned to the mailbox.
Chapter 6 Setting up skillset mailboxes Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it, and before you can enable its skillset. Choose a password for the skillset mailbox that is between four to eight digits long and does not start with zero. Give the skillset mailbox passwords to the agents who are responsible for retrieving messages.
Chapter 6 Setting up skillset mailboxes 59 Opening a skillset mailbox You can open an initialized skillset mailbox from: • • • your extension another extension an outside tone dial telephone To open a skillset mailbox - Norstar Voice Mail 1. Press ≤·°⁄. Pswd: OTHR RETRY OK 2. Enter the skillset mailbox password and press OK or £ or if you are at another extension, or if you are using a Guest mailbox, press OTHR or • to display the Log: prompt.
Chapter 6 Setting up skillset mailboxes Opening a skillset mailbox remotely To open a skillset mailbox from an outside telephone • If a skillset mailbox is a Mailbox node in a CCR Tree, enter the digits and you automatically transfer to the skillset mailbox or • • • Call an Operator, receptionist or subscriber and ask them to transfer you to the skillset mailbox number using ≤·°fl. After you reach the skillset mailbox, press •• during the greeting to open the skillset mailbox.
Chapter 6 Setting up skillset mailboxes 61 Skillset mailbox password To decrease the chances of unauthorized access to a skillset mailbox, change its password regularly, we suggest every 30 days. Keep a written copy of the skillset mailbox passwords in “Skillset mailboxes” on page 177. Give the skillset mailbox passwords only to the agents who retrieve messages at your call center. For security reasons, choose an uncommon password, not a predictable password like 1234 or 1111.
Chapter 6 Setting up skillset mailboxes Resetting a skillset mailbox password You must disable the skillset before you reset the password. Note: Reset a password if the agent who accesses the skillset mailbox forgets the password or is “locked-out”. The password for the reset mailbox is 0000. The agent who accesses the skillset mailbox cannot retrieve messages until they create a new password. Tell the agent to change the default password as soon as possible.
Chapter 6 Setting up skillset mailboxes 63 Recording skillset mailbox greetings After you initialize a skillset mailbox, record the greetings for it. You can record Primary, Alternate and Personalized greetings for each skillset mailbox. You record a Primary skillset mailbox greeting for everyday use. The Alternate skillset mailbox greeting is an optional greeting you can record for special circumstances. If your call center subscribes to Caller ID, you can record Personalized skillset mailbox greetings.
Chapter 6 Setting up skillset mailboxes To record a Primary or Alternate skillset mailbox greeting 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 The skillset mailbox name appears briefly.
Chapter 6 Setting up skillset mailboxes 65 Choosing a Primary or Alternate skillset mailbox greeting If you record a Primary and an Alternate skillset mailbox greeting, you must choose which greeting plays. You can change the selection at any time and as often as needed. If you do not choose a greeting, the Primary skillset mailbox greeting plays. If you choose the Alternate mailbox greeting, you must set whether the mailbox accepts messages.
Chapter 6 Setting up skillset mailboxes Accept msgs:Y CHNG N0025637 01 OK 6 If you choose the Alternate mailbox greeting, you are asked whether the mailbox can accept messages. Press CHNG or ⁄ to toggle from yes to no or press OK or £ to accept. 7 Press ® to end the session.
Chapter 6 Setting up skillset mailboxes 67 Recording a Personalized skillset mailbox greeting If your call center subscribes to Caller ID, you can record a maximum of three Personalized greetings for each skillset mailbox. For Personalized skillset mailbox greetings, you program Call Center to recognize a specific telephone number. The Personalized skillset mailbox greeting plays only for a call from the specific telephone number.
Chapter 6 Setting up skillset mailboxes Ph: RETRY OK 8 Enter the telephone number (maximum 10 digits) that you are assigning the Personalized mailbox greeting to. Press OK or £ to accept the telephone number. Record greeting: RETRY OK 9 Lift your handset. At the tone, record your greeting. Press OK or £ to end the recording.
Chapter 6 Setting up skillset mailboxes 69 Checking skillset mailboxes for messages Frequently check the skillset mailboxes for messages. Only one agent can retrieve messages from each skillset mailbox at a time.
Chapter 6 Setting up skillset mailboxes Playing skillset mailbox messages Use the procedure for playing messages that corresponds to the interface you use: • • “To play skillset mailbox messages - Norstar Voice Mail” on page 70 “To play skillset mailbox messages - CallPilot” on page 72 To play skillset mailbox messages - Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface. 2 new 0 saved ADMIN PLAY REC 1 Press ≤·°⁄.
Chapter 6 Setting up skillset mailboxes 71 Playing skillset mailbox messages - Norstar Voice Mail Option Button Forward ‹ or > >> Next Available Available Description while after playing playing Advances the message three seconds and continues playing from that point.
Chapter 6 Setting up skillset mailboxes 3 Applies only if the Reply feature is enabled. 4 You can reply to an outside caller by dialing them back if your company subscribes to Caller ID (CLID) service. For further information about replying to an outside caller refer to “Using the Reply feature to reply to an external caller” on page 76. To play skillset mailbox messages - CallPilot Use this procedure if you use the CallPilot interface. 1 Press ≤·°⁄.
Chapter 6 Setting up skillset mailboxes 73 Playing skillset mailbox messages - CallPilot Option Envelope Button Available during and after playing Description ‡¤ ✔ Plays the information in the message envelope. Envelope information includes the date and time the message was sent and, if the message is internal, the directory name of the sender. Forward Message ‡‹ ✔ Forwards the message to one or more mailboxes. You can record an introduction to the forwarded message.
Chapter 6 Setting up skillset mailboxes Replying to messages You can reply to internal and external callers. You can reply to an external caller if your company subscribes to CLID. The messages you record must be longer than three seconds. The system times out after five seconds of silence.
Chapter 6 Setting up skillset mailboxes 75 To reply to an internal caller - CallPilot 1 Press ≤·°⁄. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2 A mailbox summary is announced. While you are in your message list, you can play any message. 3 Press ¤ to play the current message. 4 Press · to call the caller or press ‡⁄ to record and send a reply.
Chapter 6 Setting up skillset mailboxes Using the Reply feature to reply to an external caller You can reply to an external caller using the Reply feature if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it. For how to assign an outdial method to a skillset mailbox refer to “Assigning an outdial method to a skillset mailbox” on page 78. Before you use the Reply feature you must play the message.
Chapter 7 Off-premise Message Notification About Off-premise Message Notification Off-premise Message Notification notifies you or a designated agent when there are new or urgent messages in a skillset mailbox. You can receive Off-premise Message Notification at any tone dial telephone number, pager or extension. Note: Set up Off-premise Message Notification for non-business hours. Then Off-Premise Message Notification does not consume a Reserved or voice channel during busy periods.
Chapter 7 Off-premise Message Notification Assigning an outdial method to a skillset mailbox The outdial method determines which line, line pool or route code the system uses for Off-premise Message Notification. The default for outdial method is None. You must assign an outdial method before you can use an external telephone or a pager as an Off-premise Message Notification destination. For more information on line pools and route codes, refer to your system documentation.
Chapter 7 Off-premise Message Notification 79 Off-premise Message Notification parameters You can set up the parameters for Off-premise Message Notification from any tone dial telephone. The parameters are: • • • • destination type (phone, extension or pager) destination number (phone, extension or pager) time range for receiving calls at telephone numbers or extensions (Pagers are notified any time there is a qualifying message.
Chapter 7 Off-premise Message Notification To set up Off-premise Message Notification to a telephone number 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification 81 RETRY OK Stop hhmm: RETRY OK 10 Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero. RETRY AM PM 11 Press AM or ⁄ or PM or ¤. RETRY OK 9 Press OK or £ to accept the start time. 12 Press OK or £ to accept the stop time.
Chapter 7 Off-premise Message Notification To set up Off-premise Message Notification to an extension 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification RETRY AM PM RETRY OK 83 11 Press AM or ⁄ or PM or ¤. 12 Press OK or £ to accept the stop time. More dest? YES NO 13 Press YES or ⁄ if you want to set up another destination number or press NO or £ if you do not want to set up another destination number. Start: CHNG NEXT 14 Press NEXT or £ to accept the start time that you entered or press CHNG or ⁄ to change the start time.
Chapter 7 Off-premise Message Notification About setting up Off-premise Message Notification to a pager number Example of a destination pager number If you are assigning a pager destination number from behind a PBX, remember to insert a · (depending on your system) before the £ to access an outside line. There is a combined limit of 30 characters for the pager telephone number and the pager message.
Chapter 7 Off-premise Message Notification 85 Msg notify ADMIN SELECT 3 Press ADMIN or ⁄ to set up Off-premise Message Notification. Destination: PHONE EXT PAGER 4 Press PAGER or ‹ to select a pager number destination. Pager: RETRY OK 5 Enter the destination pager number and press OK or £. ADD OK 6 Press OK or £ to accept the destination pager number represented by or press ADD or ¤ to add special characters and use your dialpad or follow the voice prompts to add characters.
Chapter 7 Off-premise Message Notification To set up Off-premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers. The following steps show you how to enter a telephone number destination and then add a pager destination for the first time. 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification 87 RETRY OK Stop hhmm: RETRY OK 10 Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single digit hour and minute must be preceded by a zero. RETRY AM PM 11 Press AM or ⁄ or PM or ¤. RETRY OK 9 Press OK or £ to accept the start time. 12 Press OK or £ to accept the stop time. More dest? NO YES 13 Press YES or ⁄ to set up another destination number.
Chapter 7 Off-premise Message Notification Start: CHNG NEXT 21 Press NEXT or £ to accept the start time that you entered or press CHNG or ⁄ to change the start time. Stop: CHNG NEXT 22 Press NEXT or £ to accept the stop time that you entered or press CHNG or ⁄ to change the stop time. Msg type: new CHNG 23 Press OK or £ to be notified when the skillset mailbox receives a new message or press CHNG or ⁄ to be notified only when the skillset mailbox receives an urgent message.
Chapter 7 Off-premise Message Notification 89 Changing Off-premise Message Notification You can change the parameters and destinations for Off-Premise Message Notification. Refer to “Off-premise Message Notification parameters” on page 79 for more information about parameters.
Chapter 7 Off-premise Message Notification Start: CHNG NEXT 6 Press CHNG or ⁄ to change the start time or press NEXT or £ to accept the start time. Stop: CHNG NEXT 7 Press CHNG or ⁄ to change the stop time or press NEXT or £ to accept the stop time. Msg type: new CHNG 8 Press CHNG or ⁄ to change the message type to urgent. Press OK or £ to accept the new default message. You can choose to be notified of all new messages or urgent messages only.
Chapter 7 Off-premise Message Notification 91 To change the destination from telephone to another destination 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification More dest? YES NO 9 Start: CHNG NEXT 10 Press CHNG or ⁄ to change the start time or press NEXT or £ to accept the start time. Stop: CHNG NEXT 11 Press CHNG or ⁄ to change the stop time or press NEXT or £ to accept the stop time. Msg type:new CHNG 12 If you want to change message notification, press CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. Press OK or £.
Chapter 7 Off-premise Message Notification 93 To change the destination from pager to telephone or extension 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification Start: CHNG NEXT 9 Stop: CHNG NEXT 10 Press CHNG or ⁄ to change the stop time or press NEXT or £ to accept the stop time. Msg type:new CHNG 11 If you want to change message notification, press CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. Press OK or £. Msg notify ADMIN SELECT N0025637 01 OK Press CHNG or ⁄ to change the start time or press NEXT or £ to accept the start time.
Chapter 7 Off-premise Message Notification 95 To change the destination from telephone or extension to pager 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification Show: CHNG 8 Press NEXT or £ to accept the default pager message represented by . The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or press CHNG or ⁄ to change the pager message. The combined limit is 30 characters for the pager telephone number and the pager message.
Chapter 7 Off-premise Message Notification 97 Deleting a destination number If you have more than one destination number for Off-premise Message Notification, you can delete a destination. To delete a destination number 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification Adding a destination number Use this procedure if you have set up Off-premise Message Notification and you want to add another destination number. You can have up to five destination numbers. To add a destination number 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification 99 Turning Off-premise Message Notification on or off You can turn Off-premise Message Notification on or off at any time. If you turn Off-premise Message Notification off, you do not affect any of the assigned parameters. To turn Off-premise Message Notification on or off 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
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Chapter 8 Setting up agents Agents handle the calls in your call center. Supervisors are agents with additional capabilities. Supervisors can change their own password and monitor calls between agents and callers. You can record your agent programming in the table “Call Center agents” on page 175. About adding agents The maximum number of agents you can have is 20 for Basic Call Center and 100 for Enhanced Call Center.
Chapter 8 Setting up agents When you add agents to Call Center you assign them a priority that represents their level of qualification. The priority can be used to determine which of your agents receives an incoming call. The agent priority ranges from 1 to 20. 1 is the highest agent priority for the most qualified agents. The default value is 10. Agent priority If you use Enhanced Call Center you can assign agents Dynamic Priority when you assign them to a skillset.
Chapter 8 Setting up agents Priority: 10 CHNG Priority: RETRY NEXT OK 8 Press CHNG if you want to change the agent’s priority or press NEXT and go to step 14. NOTE: This step appears only if you use Basic Call Center. If you use Enhanced Call Center, go to step 10. 9 Enter a priority from 1 to 20 for the agent and press OK. 1 is the highest priority. 10 is the default.
Chapter 8 Setting up agents Changing an agent After you add an agent you can change their properties. You must use this procedure if the system times out while you are adding an agent. The properties you can change for an agent are: • • • • • • • password display name priority supervisor status auto answer options missed call options Activity Codes Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK.
Chapter 8 Setting up agents Priority: 10 CHNG Priority: RETRY NEXT OK 105 10 Press CHNG if you want to change the agent’s priority or press NEXT and go to step 12. NOTE: This step appears only if you use Basic Call Center. If you use Enhanced Call Center, go to step 12. 11 Enter a priority from 1 to 20 for the agent and press OK. 1 is the highest priority. Supervisor: x CHNG NEXT 12 Press CHNG and press NEXT if you want to change the agent’s supervisor status or press NEXT.
Chapter 8 Setting up agents CC Admin AGENT SKILL OTHR 4 Press AGENT. Agent Admin DEL ADD CHNG 5 Press ADD. Agent ID: x RANGE CHNG OK 6 The first available agent number is shown. Press RANGE to add a range of new agents. Start agent: RETRY OK 7 Enter the start of the range and press OK. End agent: RETRY OK 8 Enter the end of the range and press OK. 9 Press CHNG if you want to change the agent’s priority or press NEXT and go to step 11.
Chapter 8 Setting up agents 107 Assigning an agent to a skillset You can assign an agent to one or both skillsets. Each agent is responsible for answering calls for the skillsets they are assigned to. To assign an agent to a skillset Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. CC Admin AGENT SKILL OTHR 4 Press SKILL.
Chapter 8 Setting up agents Agent added Add Agent INDIV RANGE 13 This display appears briefly. QUIT 14 Press ® to end the session or press INDIV to add another agent and follow steps 10 through 13. Assigning several agents to a skillset You can save time by adding several agents to a skillset at once. Agents that are already assigned to the skillset are not added again. To assign several agents to a skillset Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹.
Chapter 8 Setting up agents Priority: 10 CHNG OK x added 109 12 If you use Enhanced Call Center, this display appears that lets you assign dynamic priority to the agent. Press OK to accept 10 as the agent’s priority level in the skillset or press CHNG and enter a priority level from 1 - 20. 10 is the default. 13 This display appears briefly. Add Agent INDIV RANGE QUIT 14 Press ® to end the session. Removing agents from a skillset You can remove an agent from a skillset.
Chapter 8 Setting up agents xxxx DEL QUIT Agent deleted 10 The display shows the agent’s name. Press DEL. 11 This display appears briefly. 12 Press ® to end the session. Viewing agents in a skillset You can review the agents in a skillset. Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. CC Admin AGENT SKILL OTHR 4 Press SKILL.
Chapter 8 Setting up agents 111 Logging an agent off Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR CC Admin AGENT SKILL Agent Admin ADD DEL OK OTHR CC OTH CHNG Agent ID: OK xxxx OUT QUIT 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press AGENT. 5 Press °. This option does not appear as a display button option. 6 Enter the agent’s ID number and press OK. 7 The agent’s name is displayed. Press OUT.
Chapter 8 Setting up agents Deleting an agent Log: QUIT RETRY Admin MBOX AA Admin GLIST OK OTHR CCR CC CC Admin AGENT SKILL OTHR Agent Admin ADD DEL CHNG Agent ID: DIR RETRY xxxx DEL Agent deleted N0025637 01 OK QUIT 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press AGENT. 5 Press DEL. 6 Enter the agent’s ID number and press OK or press DIR to search the directory.
Chapter 8 Setting up agents 113 Resetting an agent password Log: QUIT RETRY Admin MBOX AA Admin GLIST CCR 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. CC Admin AGENT SKILL OTHR 4 Press AGENT. Agent Admin ADD DEL CHNG 5 Press CHNG. Agent ID: DIR RETRY OK 6 Enter the ID number of the agent you want to change and press OK. If you do not know the agent’s ID number press DIR to search the directory.
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Chapter 9 Intelligent Overflow Routing Use Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset for an agent. You can specify that a waiting call: • • • • • overflows to one or more skillsets and keeps its conditions and original skillset greetings. Agents from the specified skillsets can answer the call. moves to another skillset where the call loses its conditions, and takes on the properties of the new skillset, including skillset greetings.
Chapter 9 Intelligent Overflow Routing Action When Intelligent Overflow Routing determines that a condition is met for the call, the call goes to the destination you specify. Possible actions are: • • • • • moving the call to a new skillset. The caller hears the greetings for the new skillset. overflowing the call to one or more skillsets. The caller continues to hear the greetings from the original skillset.
Chapter 9 Intelligent Overflow Routing 117 Examples of Intelligent Overflow Routing rules Intelligent Overflow Routing gives you flexibility in setting the rules for how calls are handled. The following tables show examples of different ways you can configure Intelligent Overflow Routing rules. Example 1 In this example, calls to the call center go to skillset 1, which is the company’s service department.
Chapter 9 Intelligent Overflow Routing Example 3 In this example, calls to the call center go to skillset 1, which is the company help line. If there are no agents logged on to the help line, the call moves to skillset 2, which is the company’s service department. When a call moves to a new skillset, it does not remain queued at the original skillset destination.
Chapter 9 Intelligent Overflow Routing 119 Example 5 In this example, calls to the call center go to skillset 1, which is the company’s help line. If the call is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1, the call overflows to skillset 2, which is the service department. If the call is not answered within an additional two minutes, the call transfers to the skillset mailbox where the caller can leave a message.
Chapter 9 Intelligent Overflow Routing Example 6 In this example, calls to the call center go to skillset 1, which is the company’s help line. The Night Service Mode is set to start at 6:00 pm. After 6:00 pm there are no other skillsets with agents logged on. If no agents are logged on to skillset 1 or if the call is not answered by an agent within two and a half minutes, the call transfers to the skillset mailbox. In this example, the Call Center Administrator inserts two rules.
Chapter 9 Intelligent Overflow Routing 121 Example 8 In this example, calls to the call center are answered by skillset 1, the company’s sales skillset. If a call is not answered within 10 seconds, it overflows to skillsets 2, 3 and 4. If the call is not answered within an additional 20 seconds, the call goes to the skillset 1 mailbox. The Call Center Administrator creates two rules.
Chapter 9 Intelligent Overflow Routing Adding Overflow rules Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. CC Admin AGENT SKILL OTHR 4 Press SKILL. Skillset: RETRY QUIT 5 Enter the number of the skillset you want to change and press OK. Status: xxxxxxx CHNG NEXT 6 The display shows whether the skillset is enabled or disabled.
Chapter 9 Intelligent Overflow Routing 123 2: Overflow To SSMBX OFLSS OTHR 14 Press SSMBX if you want calls to overflow to the skillset mailbox and in the next step enter the mailbox number or press OFLSS if you want calls to overflow to another skillset and in the next step enter the skillset number or press OTHER for more destinations: Move to another skillset, Transfer or Change call Priority, and in the next step enter the information about where you want to overflow calls.
Chapter 9 Intelligent Overflow Routing Changing and viewing Overflow rules Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. CC Admin AGENT SKILL OTHR 4 Press SKILL. Skillset: RETRY QUIT 5 Enter the number of the skillset you want to change and press OK. Status: xxxxxxx CHNG NEXT 6 The display shows whether the skillset is enabled or disabled.
Chapter 9 Intelligent Overflow Routing 1: No agents CHANGE NEXT 1: CHANGE MORE NEXT 1: Priority CHANGE NEXT Another rule? YES NO 125 14 Press CHANGE if you want to change the agent setting of the Overflow rule or press NEXT to continue. 15 The display shows additional information about the Overflow rule. What appears depends on the parameters for the rule. Press CHANGE to change the information displayed or press MORE to view more information about the rule or press NEXT to continue.
Chapter 9 Intelligent Overflow Routing Deleting Overflow rules Log: QUIT RETRY Admin MBOX AA 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. CC Admin AGENT SKILL OTHR 4 Press SKILL. Skillset: RETRY QUIT 5 Enter the number of the skillset you want to change and press OK. Status: xxxxxxx CHNG NEXT 6 The display shows whether the skillset is enabled or disabled.
Chapter 10 Routing table administration Routing tables determine how the system answers, holds and routes incoming calls to agents in your call center. You set up routing tables to handle incoming calls for each skillset. A call in a skillset receives the treatment specified by the routing table. The treatment can be a combination of greetings, transfers, and being on hold. If an agent becomes available, the call is sent to the available agent. Each skillset has a Day and a Night Routing Table.
Chapter 10 Routing table administration Fax Detection Call Center can detect fax calls and route them to a skillset mailbox. If you want Call Center to detect incoming faxes, you must make your first routing table step: • • • • a Greeting step with Forced Play without a transfer with a greeting that is a minimum of 11 seconds long Fax Detection applies only if a fax machine is attempting to transmit a fax at the start of a greeting.
Chapter 10 Routing table administration 129 About types of Routing Table steps You can add these types of steps to routing tables: Greeting A Greeting step plays a greeting to callers waiting in a skillset. You assign greeting parameters to each greeting. After the greeting plays, the call goes to the next routing step. If there is no next step, the call ends. Distribute for During a distribute for step, calls wait to be distributed to agents.
Chapter 10 Routing table administration Adding a Greeting step Greeting steps play a message to waiting callers. You must have a greeting recorded before you can use it in a Greeting step. For how to record a Call Center greeting refer to “Recording a Call Center greeting” on page 36. Greeting step parameters You can assign these parameters to greeting steps. If the first step in a routing table is a Greeting step, it can detect fax calls and route them to the skillset mailbox for the routing table.
Chapter 10 Routing table administration 131 To add a Greeting step Log: QUIT 1 Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. CC Admin AGENT SKILL OTHR 4 Press SKILL. Skillset: RETRY QUIT 5 Enter the number of the skillset you want to add a Greeting step to and press OK. Status: xxxxxx CHNG NEXT 6 If the skillset is enabled, press CHNG to disable it. Press NEXT. Skill mbox pswd RESET NEXT 7 Press NEXT to continue.
Chapter 10 Routing table administration Type: Norm Force XFER OK 16 Assign the parameters for the Greeting step: • • • • AA Key: 1 CHNG DISABL NEXT AA Key: disable CHNG NEXT AA Key: RETRY OK If you want to use Norm, press OK and go to step 32. If you want the Greeting to be forced, press Force, press OK and go to step 30. If you want the Greeting to be forced and callers to be able to transfer after the greeting, press Force, press XFER and go to step 17.
Chapter 10 Routing table administration Mbox Key: RETRY OK 133 24 Enter the key you want to assign for the skillset mailbox and press OK. Oper Key: x CHNG DISABL NEXT 25 Press NEXT. CCR Key: 2 Tr: 1 CHNG DISABL 26 The display shows the default key for a CCR Tree.
Chapter 10 Routing table administration Adding a Distribute for step Distribute for steps put callers on hold while they wait for an agent. Log: QUIT 1 Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. CC Admin AGENT SKILL OTHR 4 Press SKILL. Skillset: RETRY QUIT 5 Enter the number of the skillset you want to add a Distribute step to and press OK.
Chapter 10 Routing table administration 135 Adding a Goto step Goto steps send a caller to a previous step in the routing table. You can add a Goto step only to the end of a routing table. There must be additional steps in the route you are setting up. Log: QUIT 1 Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. CC Admin AGENT SKILL OTHR 4 Press SKILL.
Chapter 10 Routing table administration Adding a Transfer step A transfer step can transfer calls to: • • • • • • an extension a mailbox an external number the Automated Attendant an operator a CCR Tree Log: QUIT 1 Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. CC Admin AGENT SKILL OTHR 4 Press SKILL. Skillset: RETRY QUIT 5 Enter the number of the skillset you want to add a Greeting step to and press OK.
Chapter 10 Routing table administration Step x EXTN MBOX OTHR 137 14 Add the type of transfer step you want to the Routing Table.
Chapter 10 Routing table administration Adding a Disconnect step Disconnect steps release a call from the skillset it is in. If the first step in a routing table is a Disconnect step, Call Center does not answer the line. Log: QUIT 1 Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. CC Admin AGENT SKILL OTHR 4 Press SKILL.
Chapter 10 Routing table administration 139 Example of a Day Routing Table To set up the routing table steps shown in “Example of Day Routing Table steps”, follow the procedure “To set up the Day Routing Table example”.
Chapter 10 Routing table administration Route Table DAY NIGHT QUIT Day routing SETUP QUIT Greeting type EWT NORMAL Step 1 DIST GRTG 10 Press DAY. 11 Press SETUP. 12 Press NORMAL. OTHR CC greeting: x RETRY OK CC greeting: x RETRY PLAY OK Type: Force Norm XFER OK Type: Norm Force XFER OK 13 Press GRTG. 14 Enter the number of the greeting you want to use and press OK. 15 Press OK. 16 Press Force and press OK. 17 Press OK.
Chapter 10 Routing table administration CCR Key: 2 Tr: 1 CHNG DISABL OK Type: Norm Xfer Force XFER OK 32 Press OK. 33 Press OK. Another step? YES QUIT 34 Press YES. Step 4 DIST GRTG 35 Press DIST. OTHR Dist time: 00:30 CHNG OK 36 Press OK. Another step? YES QUIT 37 Press YES. Step 5 DIST GRTG 38 Press GRTG. OTHR Greeting type EWT NORMAL 141 39 Press NORMAL. CC greeting: RETRY OK CC greeting: 3 RETRY PLAY OK Type: Norm Force XFER OK 40 Press 3 and press OK. 41 Press OK.
Chapter 10 Routing table administration Goto Step: 1 CHNG OK Goto Step: 2 CHNG OK Table complete N0025637 01 54 Press CHNG. 55 Press OK. 56 Press ® to end the session.
Chapter 10 Routing table administration 143 Example of a Night Routing Table To set up the routing table steps shown in “Example of Night Routing Table steps”, follow the procedure “To set up the Night Routing Table example”. Example of Night Routing Table steps Step number Type of step Step parameters 1 Greeting Greeting 6, non-business hours greeting Not forced play Intelligent Call Input Routing, Basic 2 Disconnect There are no parameters for the Disconnect option.
Chapter 10 Routing table administration Greeting type EWT NORMAL 13 Press NORMAL. Step 1 DIST GRTG OTHR CC greeting: x RETRY OK CC greeting: x RETRY PLAY OK Type: Norm Force XFER OK 14 Press GRTG. 15 Press 6 and press OK. 16 Press OK. 17 Press XFER. AA Key: 1 CHNG DISABL NEXT 18 Press NEXT. Oper Key: 0 CHNG DISABL NEXT 19 Press NEXT. Mbox Key: 9 CHNG DISABL 20 Press NEXT. NEXT CCR Key: 2 Tr: 1 CHNG DISABL OK 21 Press OK. Type: Norm Xfer Force XFER OK 22 Press OK.
Chapter 10 Routing table administration 145 Changing a routing table Note: You can add steps to a routing table only when you set it up. After you set up the table, you cannot add or delete steps. You can modify steps. You must disable a skillset before you can change its routing table. For how to disable a skillset, refer to “Disabling a skillset” on page 48.
Chapter 10 Routing table administration Modifying Routing Table steps Log: QUIT 1 Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. CC Admin AGENT SKILL OTHR 4 Press SKILL. Skillset: RETRY QUIT 5 Enter the number of the skillset you want to modify a step for and press OK. Status: xxxxxx CHNG NEXT 6 If the skillset is enabled, press CHNG to disable it. Press NEXT.
Chapter 10 Routing table administration 147 Erasing a Routing Table Log: QUIT 1 Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. CC Admin AGENT SKILL OTHR 4 Press SKILL. Skillset: RETRY QUIT 5 Enter the number of the skillset you want to delete a routing table from and press OK. Status: xxxxxx CHNG NEXT 6 If the skillset is enabled, press CHNG to disable it. Press NEXT.
Chapter 10 Routing table administration Setting the Service Modes for skillsets You must set the Service Mode the skillset uses so that calls are answered correctly. You must set the Service Mode using ≤·°¤ before calls are answered correctly. Before you set the Service Mode you must: • • configure a skillset set up at least a Day Routing Table for the skillset The default Call Center Service Mode is 24 hour operation. You can change the hours of operation using the Operator Feature Code (≤·°¤).
Chapter 10 Routing table administration Mode 1: Auto CHNG VIEW NEXT Mode 2: Day CHNG NEXT 149 4 The display shows the Service Mode for skillset 1. In this example, skillset 1 is in Auto mode. Press CHNG if you want to change the Service Mode to Day or Night or press VIEW if you want to view the details for the Service Mode or press NEXT if you have a Day Routing Table for skillset 2. 5 The display shows the Service Mode for skillset 2. In this example, skillset 2 is in Day mode.
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Chapter 11 Monitoring call activity There are two ways that you and supervisors can monitor call activity at your call center: • • “Monitoring agent calls with Silent Monitor” on page 151 “Monitoring skillsets” on page 154 You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring: • • Display calls waiting in skillsets ≤·‚· Monitor agent calls ≤·‚fi.
Chapter 11 Monitoring call activity Setting up Silent Monitor on your system For monitoring to be silent, you must set up Silent Monitor on your system. If you do are not familiar with these procedures, ask your system administrator to set up Silent Monitor. Note: If the Silent Monitor setting is set to non-silent there is a conference tone at the start of calls that you monitor, therefore monitoring isn't silent. Note: In the UK the default for Silent Monitor is non-silent.
Chapter 11 Monitoring call activity 153 Using Silent Monitor with Answer DN If you have an Answer DN programmed for your main telephone, and you are using Silent Monitor from your main telephone, the telephone that you have programmed as your Answer DN telephone rings briefly when: • • • you monitor an agent who is not on a call, and the agent answers or places a call you start to monitor an agent who is on an active call you monitor an agent who puts a call on hold and answers another call or unholds th
Chapter 11 Monitoring call activity Monitoring skillsets Use ≤·‚· (Display Waiting Calls) to view information about skillsets and the calls waiting in skillsets. The table below describes the information in each display. Display Description Skill 1: Enabled the skillset number and the status of the skillset. The status can be Enabled, Disabled or Uninit (uninitialized).
Chapter 11 Monitoring call activity 155 An example of monitoring skillsets In the example shown here, there are calls waiting in skillset 1. In this situation, after you monitor the skillsets, you can ask any qualified and available agents from another skillset to log on to skillset 1 until the calls in skillset 1 are handled. 1 Press ≤·‚·. Skill 1: Enabled GOTO SKILL NEXT 2 Press NEXT to monitor skillset 1. In this example, skillset 1 is enabled and appears on the display first.
Chapter 11 Monitoring call activity Using a memory button to monitor calls waiting in skillsets Program a memory button with ≤·‚· to view the status of all skillsets, including the skillsets that you are logged on to. If the memory button you choose has an indicator, the indicator shows information for the calls for the skillset that you are logged on to. For how to program an memory button, refer to “Programming a memory button with a Feature Code” on page 19.
Chapter 11 Monitoring call activity 157 Not Ready is automatically enabled if you do not answer your telephone, and if this option is configured in Call Center. Programming Not Ready to a memory button You can have convenient, one button access to Not Ready if you program a memory button with the Not Ready Feature Code. If the memory button you choose has an indicator, the indicator shows your busy status: • • • If the indicator is off, Not Ready is off. If the indicator is on, Not Ready is on.
Chapter 11 Monitoring call activity Logging off Log off when you complete your shift or will be away from your telephone for an extended period. 1 Press ≤·‚›. 2 Enter your Agent ID and press OK or £. 3 Enter your password and press OK or £. 4 Press OUT. If OUT does not appear, you are not logged on to any skillsets. 5 Press CHNG until the skillset you want to log off from appears on the display. If you are logged on to only one skillset, that skillset is automatically selected. 6 Press OK.
Chapter 11 Monitoring call activity 159 Supervisor Help With Supervisor Help an agent on a call can request help from a supervisor by pressing a programmed feature button. The agent can send an urgent request for help without interrupting the call, and without the caller being aware of the agent’s help request. Supervisor Help is for situations where an agent is on a call and urgently requires the help of a supervisor without alerting the caller that a supervisor is being called in.
Chapter 11 Monitoring call activity If the supervisor denies or ignores a help request, the request is escalated. The ≤·‚fl indicator flashes quickly on the sets of all supervisors who are notified of the escalated request. Active escalated requests take precedence over missed requests, so the Supervisor Help LCD indicator does not flash slowly if there are active requests that have not been accepted.
Chapter 11 Monitoring call activity 161 Configuring Supervisor Help To set up Supervisor Help you must configure the general Call Center properties for request timeout and supervisor selection method.
Chapter 11 Monitoring call activity How to handle missed requests When a supervisor’s Supervisor Help LCD indicator is flashing, the supervisor can retrieve escalated or missed Supervisor Help requests. If there are one or more requests, Call Center shows all of the requests. Escalated requests for calls that are still active are shown first, from the oldest to most recent. After that, missed requests are shown from the oldest to the most recent.
Chapter 12 Tips for operating Call Center This chapter has tips on improving the operation of Call Center. Agent administration • Agents can log on to any telephone on the system. • Call Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an abandoned agent set. If an agent does not answer a call within a specified number of rings, the call returns to the skillset to be presented to another agent, and the telephone is placed into Auto Busy Mode by Call Center.
Chapter 12 Tips for operating Call Center Routing Table administration • Use Forced Play greetings sparingly. If you use Forced greetings, keep them as short as possible. Many long Forced Play greetings slows transferring calls to agents and causes unpredictable increases in distribution times. Calls in other skillsets are not affected.
Chapter 12 Tips for operating Call Center 165 How to calculate the longest time a caller can be on hold The formula used to calculate the longest wait time a caller can be on hold without hearing a greeting is: maximum calls Wait Time = ------------------------------------ – 1 x maximum greeting length voice channels where: • wait time is the longest time in seconds that a caller can be on hold without hearing a greeting • maximum calls is the maximum number of calls that Call Center can normal
Chapter 12 Tips for operating Call Center Tips to improve the efficiency of Call Center Plan for busy times: • when you assign agents to the skillsets, assign as many qualified agents as possible to answer calls for the skillsets • have more agents log on to a skillset when it gets busy Plan for slow times: • for example, if agents are logged on to skillset 1 only, ensure that incoming calls to skillset 2 overflow to skillset 1.
Chapter 13 Troubleshooting Call Center This chapter contains troubleshooting information for problems that can occur while setting up and operating Call Center. Resetting passwords You can reset passwords if they are lost or forgotten.
Chapter 13 Troubleshooting Call Center Agent problems Agent log on problems If an agent cannot log on at their telephone: • • • ensure the agent ID and password match check to see if the agent is already logged on to a different telephone check to see if a different agent is logged on to this telephone Important considerations about how agents use features Call Transfer Agents can use Transfer to transfer a call to another agent, another person such as a subject matter expert, or send the call back
Chapter 13 Troubleshooting Call Center 169 Do Not Disturb Instead of using Do Not Disturb, agents must use the Not Ready Feature Code (≤·‚°). If agents use Do Not Disturb they are automatically logged out or made not ready after the first call. Call Forward No Answer When an agent’s phone is on Call Forward No Answer to the voicemail extension, the number of rings for Call Forward No Answer must be less than the number of rings for Transfer Callback Timeout.
Chapter 13 Troubleshooting Call Center Skillset problems Problems changing skillset properties If you cannot change a skillset’s properties, there are two possible reasons: • The call center skillset is enabled. You must disable the call center skillset before you can change the skillset properties. • The skillset mailbox has the wrong extension number. Refer to “Determining a skillset mailbox number” on page 56 for how to determine a skillset’s extension number.
Chapter 14 Call Center Programming Record For this programming task see on page Record the Feature Codes used by Call Center Feature Codes 172 Record the line information for lines answered by Call Center Line answering 179 Record the Operator and Business Status settings Operator/Business Status 173 Record the number of reserved channels and the Primary and Secondary Alert times General Call Center parameters 172 Record agent ID, agent name, Priority, supervisor status and skillset for
Chapter 14 Call Center Programming Record Feature Codes Feature code name Dialpad buttons Custom Feature Code Display Waiting Calls ≤·‚· ≤ · ____ ____ Open Mailbox ≤·°⁄ ≤ · ____ ____ Log on/Log off ≤·‚› ≤ · ____ ____ Supervise agents ≤·‚fi ≤ · ____ ____ Not Ready ≤·‚° ≤ · ____ ____ ≤ · ____ ____ Return to skillset on No Answer Voicemail DN ≤·°fi ≤ · ____ ____ Operator status ≤·°¤ ≤ · ____ ____ General Call Center parameters Number of Reserved channels Primary alert time limit in
Chapter 14 Call Center Programming Record 173 Operator/Business Status Password OPERATOR (67372867) Receptionist or Operator available* Y N Business open* Y N Answer trunks Y N Receptionist or Operator extension Call Center Service* Skillset Number ___ Auto Manual Skillset Number ___ Day Night Day Night Auto Manual * These settings are usually changed by the receptionist or Operator on a daily basis.
Chapter 14 Call Center Programming Record Call Center skillsets Skillset parameter Rules Skillset name Maximum 16 characters.
Chapter 14 Call Center Programming Record 175 Call Center agents Agent ID Agent name Supervisor Name and # of status skillsets agent is (y or n) assigned to Auto answer (y or n) Missed call Priority option (Busy or Logout) Call Center Telephone Administration Guide
Chapter 14 Call Center Programming Record Skillset assignments Skillset name and # N0025637 01 Agent ID and name Priority
Chapter 14 Call Center Programming Record 177 Skillset mailboxes Skillset # Mailbox name Mailbox number (Control DN) MWI extension Mailbox password Call Center Telephone Administration Guide
Chapter 14 Call Center Programming Record Routing Tables Skillset # _______________ Step # Day or Night _______________ Type of step: Step parameters Greeting, Distribution, Transfer, Disconnect, Go To N0025637 01
Chapter 14 Call Center Programming Record 179 Line answering Line # Skillset # # of rings (0 to 12) for Caller ID minimum 2 rings Call Center Telephone Administration Guide
Chapter 14 Call Center Programming Record N0025637 01
Glossary AA See Automated Attendant. Agent An agent is a person who is assigned to answer calls for one or more skillsets in your call center. Agent ID When you add an agent, Call Center assigns an agent ID number you use to identify the agent. The agent uses their agent ID number and password to log on when they are ready to receive calls. Alert times Alert times are time limits that you assign for calls waiting in skillsets.
Glossary CDN See Control Directory Number. Call Center Call Center receives, holds and routes calls to agents in a call center. call center A call center is a department or a business that uses Nortel Networks Call Center to handle numerous incoming calls. A call center typically employs several agents to answer calls. Call Center Administrator The Call Center Administrator sets up, and manages the day-to-day operation of a call center.
Glossary 183 Automated Attendant menus with a more sophisticated menu that offers callers a wider range of options. Delay Answer Delay Answer is a feature that prevents Call Center from answering calls and playing greetings when there are no agents available. When a skillset has Delay Answer activated, waiting callers hear ringback.
Glossary Memory button indicator Memory button indicators are the triangular-shaped LCD indicators on a telephone next to the memory buttons. Memory button indicators can be used to monitor call activity and view the Login/Logout status and the Not Ready status of agents. Message Waiting Indication (MWI) The Message Waiting Indication appears on a telephone display as Message for you when there are new messages.
Glossary 185 Real time Real time is a term for when there is very little response time between when an event occurs and when the information about the event is displayed. You can monitor the real time or current situation of agents and call activity by using the Display Waiting Calls Feature Code. Reserved channel Reserved channels are voice channels reserved exclusively for Call Center. Reserved channels are used to play greetings to callers waiting in a skillset.
Glossary N0025637 01
Index Numerics 24 Hour Service mode, skillset 115 A Agent Autobusy mode 163 dynamic priority 10 Feature Codes 21 listening to skillset mailbox messages 69 monitor 151 parameters 101 Silent Monitor 151 Agent priority levels 10 Agents maximum number 10 B Button memory button indicators 25 programming a memory button 19 C Call Distribution Method 184 monitoring 155 Silent Monitor 151 Call Center efficiency tips 166 Feature Codes 18 preventing call congestion 154 related documents 13 skillset mailboxes
Index character limit 84 Destination, Off-premise Message Notification numbers 77 Determining Control DN 56 Feature Codes 18 mailbox interface 57 Message Waiting Indication extension 56 skillset mailbox number 56 DID routing 127 Directory, Company 58 Disabling a skillset 48 Display 17 two line 15 Display telephone entering characters 16 Dynamic agent priority 10 E Erasing messages 70, 73 F Fax Detection 128 Feature 983 telephone administration 10 Feature Codes 15, 18 Activity Codes 21 agent 21 Call
Index copying 70 deleted, retrieving 71 deleting 70, 73 erasing 70, 73 external 74, 76 forwarding 73 internal 74 minimum recording length 74 Off-premise Message Notification 77 playing envelope, CallPilot interface 73 envelope, Norstar Voice Mail 70 next, CallPilot 72 next, Norstar Voice Mail 71 pausing 71 previous, CallPilot 72 previous, Norstar Voice Mail 71 rewinding 70, 72 skipping forward 71, 72 skipping to end 70 quitting 71 replaying 71 replying, CallPilot 73, 74 replying, Norstar Voice Mail 71, 74 s
Index to an internal message sender 74 to messages, CallPilot 73 to messages, Norstar Voice Mail 71 Reserved channels 26, 165 Resetting skillset mailbox password 62 Restrictions for using Call Forward No Answer 169 Restrictions for using Call Forward on Busy 169 Retrieving deleted messages 71 Retrieving messages from skillset mailbox 69 Rewinding messages 70, 72 Routing DID 127 Routing Table examples of 139 Fax Detection 128 Greeting parameters 130 Greeting step 129 hours 127 maximum number of steps 1
Index 191 T Table, Routing Table 127 Telephone line display 15 Time Primary alert 25 Primary alert time-limit 25 Secondary alert 25 Tips agent administration 163 Call Center general parameters 164 recording call center greetings 163 Routing Table administration 164 skillset administration 163 skillset mailbox 164, 166 Transfer 168 Transfer Allowed enabled 130 Troubleshooting agent log in problems 168 cannot change the Call Center Skillset Parameters 170 Two line display using 15 V Voice channels 26, 164
