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Part No. N0025637 01
December 2, 2004
Call Center
Telephone Administration
Guide
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2 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. The information in this document is p
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3 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 he
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4 Contents Chapter 5 Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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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
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6 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 . . . . . . . . . . . .
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Contents 7 Chapter 14 Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 General Call Center parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 Call Center ski
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8 Contents N0025637 01
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9 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. Call Center answers calls, then routes the calls to agents
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10 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. Features Basic Call Center Enhanced Call Center Skillsets 2 30 Overflow skillsets 1 29 Configured agents (available agent IDs) 20 100 Agent priority levels 20 Active agents 10 Enhanced: max 50, min 20 Active calls in all skillsets 15 48 Maximum active calls per skillset 15 48 Lines that can be configured for Call 15 30 Center 8 Voice por
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Chapter 1 About Call Center 11 Features Basic Call Center Enhanced Call Center Overflow rules per skillset 20 20 Basic Intelligent Caller Input Routing: the ability to route a call to an Operator, Available Auto Attendant, skillset mailbox, CCR Tree or internal or external number Advanced Intelligent Caller Input Routing: the ability to route a call based Not available Available on multi-digit fixed or variable strings Delegated Call Center Administration: the System Administrator can c
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12 Chapter 1 About Call Center What you can administer through a telephone Call Center properties “Enabling the Call Center software authorization code” on Software authorization code 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 setti
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Chapter 1 About Call Center 13 Routing Intelligent Overflow Routing “Adding Overflow rules” on page 122 Greeting step “Adding a Greeting step” on page 130 Distribute for step “Adding a Distribute for step” on page 134 Goto step “Adding a Goto step” on page 135 Transfer step “Adding a Transfer step” on page 136 Disconnect step “Adding a Disconnect step” on page 138 Expected Wait Time tables NOTE: You must use CallPilot Manager. You cannot administer EWT Tables via telephone. Activity Codes N
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14 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.com Presales Support (CSAN) Telephone: 1-800-4NORTEL (1-800-466-7835) Use Express
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15 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. In some instances, an option does not have a corresponding display button, and you must select the option by pressing butto
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16 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. press the dialpad button that represents the letter or number. Press the To enter a character button again to see the next letter or number. press £ or press another button. When you press another button, the To accept a character cursor advances and the display shows the first
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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 Pswd: Command line prompts on display telephones. line of the display) Underlined word in capital letters PLAY Display option. Available on two line display (on the bottom line of a two line telephones. Press the button directly b
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18 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. If your System Administrator has assigned custom Feature Codes, you can use the table “Featu
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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. For information about how the status appears, refer to the Nortel Ne
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20 Chapter 2 About Call Center telephone administration Feature Codes used by Call Center Administrators and supervisors Use this Feature Code To... open skillset mailboxes Open Mailbox ≤ ·°⁄ record skillset mailbox greetings listen to messages in the skillset mailbox set or change the operator extension Operator Settings ≤ ·°¤ indicate whether the operator is available select the day and night service modes for skillsets change the password for Operator Settings For more info
