Part No. N0025637 01

December 2, 2004

Call Center

Telephone Administration

Guide

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 proprietary to Nortel Networks NA Inc.

The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license. The software license agreement is included in this document.

Trademarks

NORTEL NETWORKS is a trademark of Nortel Networks.

All other trademarks and registered trademarks are the property of their respective owners.

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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 help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 2

About Call Center telephone administration . . . . . . . . . . . . . . . . . . . . . . . . 15

Setting up Call Center with a two line display telephone . . . . . . . . . . . . . . . . . . . . . . . 15 System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 19 Feature Codes used by Call Center Administrators and supervisors . . . . . . . . . . . . . 20 Feature Codes used by Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Chapter 3

Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Call Center Telephone Administration Guide

4 Contents

Chapter 5

Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Setting up a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Chapter 7

Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 About setting up Off-premise Message Notification to a pager number . . . . . . . . 84 Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

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Chapter 8

Setting up agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Adding an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Changing an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 Adding multiple agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Assigning several agents to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 Removing agents from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 Viewing agents in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Logging an agent off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Deleting an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Resetting an agent password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Chapter 9

Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 Adding Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 Changing and viewing Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124 Deleting Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Chapter 10

Routing table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129 Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Adding a Distribute for step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134 Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Changing a routing table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Modifying Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 Erasing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 Setting the Service Modes for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

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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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 Monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 To monitor skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 An example of monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 Using a memory button to monitor calls waiting in skillsets . . . . . . . . . . . . . . . . 156

Taking some Not Ready time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 Programming Not Ready to a memory button . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 Changing your password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 How Supervisor Help works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Configuring Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 How to handle Supervisor help requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 How to handle missed requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 An example of retrieving an escalated request . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Chapter 12

Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Call Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 165 Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Chapter 13

Troubleshooting Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Important considerations about how agents use features . . . . . . . . . . . . . . . . . . 168 Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

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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 skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 Skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176 Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177 Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178 Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Call Center Telephone Administration Guide

8 Contents

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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 in a skillset that most closely matches the needs of the caller. Calls can be routed based on the origin of the call, the destination of the call, or the information entered by the caller. Callers can be given high or low priorities. Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a message, and hear announcements and informative messages.

For information about Call Center features, refer to the Call Center Set Up and Operation Guide.

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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.

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Call Center Telephone Administration Guide

12 Chapter 1 About Call Center

What you can administer through a telephone

Call Center properties

Parameters: name, number, control DN, Message Waiting Indicator DN, Method of Distribution, Break Time, Delay Answer, Activity Code and Expected Wait Time settings, service mode, prompt language, attendant extension.

Monitor skillsets

???Setting up a skillset??? on page 43

???Setting the Service Modes for skillsets??? on page 148

???Monitoring skillsets??? on page 154

NOTE: you must use CallPilot Manager to set up Caller Input Rules and Expected Wait Time and Activity Code tables.

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Related documents

For more information about Call Center refer to the:

???Nortel Networks Call Center Set Up and Operation Guide

???Nortel Networks Call Center Agent Guide

???Nortel Networks Call Center Supervisor Guide

???Nortel Networks Call Center Reporting Set Up and Operation Guide

For information about setting up CallPilot refer to the:

???CallPilot Manager Set Up and Operation Guide

???CallPilot Telephone Administration Guide

???CallPilot 100/150 Installation and Maintenance Guide

For information about configuring telephony resources, refer to the:

???Norstar System Coordinator Guide

Call Center Telephone Administration Guide

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 Routing Code (ERC) 1063#

EMEA (Europe, Middle East, Africa)

Technical Support - CTAS

Telephone:

00800 800 89009

Fax:

44-191-555-7980

email:

emeahelp@nortelnetworks.com

CALA (Caribbean & Latin America)

Technical Support - CTAS

Telephone: 1-954-858-7777

email:

csrmgmt@nortelnetworks.com

APAC (Asia Pacific)

Technical Support - CTAS

Telephone:

+61 388664627

Fax:

+61 388664644

???email: asia_support@nortelnetworks.com

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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 buttons on the diapad.

An example of a two line display

Display command line Display button options

Display buttons

System timeout

If you pause longer than 2 minutes (120 seconds) when you program Call Center on a two line display telephone, the system times out and ends the session. This is a safety feature that prevents unauthorized use of the system.

For example, if the system times out before you enter all the settings for a skillset, you must use the procedures in ???Changing skillset properties??? on page 49 to finish setting up the skillset.

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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.

The display can show up to 16 characters. Whether the prompt remains on the display depends on the type of prompt that is displayed.

Pswd:1111

OTHR RETRY OK

Name:

RETRY BKSP OK

P

RETRY BKSP OK

PARTRIDGE

RETRY BKSP OK

This is an example of a display with fewer than 16 characters, where the command line prompt remains on the display.

This display shows the Name: command line prompt.

When you begin to enter the last name, the Name: command line prompt disappears. For example, if you enter the name Partridge, you press the pad ???for P, and the display drops the Name: prompt.

Although the name is only nine characters long, the command line prompt is not shown on the display after you enter the entire name.

The prompt disappears for these command line prompts:

???Name:

???Log:

???Dest ph:

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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.

About telephone buttons

This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use.

You can enter ???, ??or Fx and the code to use a feature. For example, press ??????????to access your mailbox.

The T7100 works differently from other telephones on your system because it does not have line buttons. Where other telephones require that you select a line button to answer a call, on the T7100 terminal you pick up the handset. Where other telephones require you to select a line button to take a call off hold, you press ???on the T7100 terminal.

On T7100 terminals, you can answer a second call by pressing ???. Your active call is put on hold and you connect to the waiting call. You can have no more than two active calls at one time.

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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 ???Feature Codes??? on page 172 to record the Custom Feature Codes.

To determine the Feature Codes

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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 Networks Call Center Agent Guide.

For information about using programmed memory buttons to monitor call activity, refer to ???Primary and Secondary alert times??? on page 25.

To program a memory button

Program Features

Press a button

QUIT

Feature Code:

QUIT

F__

QUIT CLEAR

Programmed

1Press ?????????.

Do not lift your handset.

2The display shows Program Features.

3Press a memory button with an LCD indicator.

4Press ???.

5Enter the Feature Code number that you want to program.

For example, enter ???????to program the Display Waiting Calls Feature Code. See the tables ???Feature Codes used by Call Center agents??? on page 21 and ???Agent Feature Codes??? on page 21 for the Feature Codes.

Repeat steps 1 through 5 for each Feature Code you want to program.

6The display shows that the button is programmed, and then ends the session.

Use the paper labels that come with your telephone to identify the programmed button. To use the Feature Code, press the labeled button.

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20 Chapter 2 About Call Center telephone administration

Feature Codes used by Call Center Administrators and supervisors

Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are used primarily by agents. For information on the Feature Codes used by agents, refer to ???Feature Codes used by Call Center agents??? on page 21.

Note: While you use a feature, if you press the Feature ???button your present feature session ends. Do not press ???unless you want to end your current feature session.

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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.

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23

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 authorization code. You can also change the Call Center Administrator password if you lose the password or want to change it.

Enabling the Call Center software authorization code

Options admin:

ADD VIEW

3Press ADD to display the system identification number or

press VIEW to view the options that are enabled on the CallPilot system.

SN: xxxxxxxxxxx

OK

Key1:

RETRYOK

Key2:

RETRYOK

Key3:

RETRYOK

Call Center

ACCEPT QUIT

4The display shows the system identification number. Press OK.

5Enter the first eight numbers of the Call Center software authorization code and press OK.

6Enter the second eight numbers of the Call Center software authorization code and press OK.

7Enter the last eight numbers of the Call Center software authorization code and press OK.

8Press ACCEPT to enable the keycode.

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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. You can have Primary and Secondary alerts for all the calls in the call center, or for just the calls waiting in skillsets that you are logged on to.

If a call exceeds the Primary alert time:

???a memory button indicator programmed with Display Waiting Calls (??????????) flashes slowly. ??????????flashes based on the status of all the calls in the call center.

???a memory button indicator programmed with Agent Login (???????????) flashes slowly. ???????????flashes based on the status of the calls for the skillsets an agent is logged on to.

If a call exceeds the Secondary alert time:

???a memory button indicator programmed with Display Waiting Calls (??????????) flashes quickly. ??????????flashes based on the status of all the calls in the call center.

???a memory button indicator programmed with Agent Login (???????????) flashes quickly. ???????????flashes based on the status of the calls for the skillsets an agent is logged on to.

A slowly flashing indicator alerts you that a call has exceeded the Primary alert time. A quickly flashing indicator alerts you that a call has exceeded the Secondary alert time. The indicator stops flashing when the calls are handled.

You assign alert times in minutes and seconds. There is no default value for alert times.

For how to program a memory button, refer to ???Programming a memory button with a Feature Code??? on page 19.

Note: Agents do not have to be logged on to see the Display Waiting Calls memory button flashing. A memory button must be programmed with the Display Waiting Calls Feature Code and the Primary alert time must be set up for the memory button to show waiting calls status.

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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.

A reserved channel is used when:

???a Call Center greeting plays to a caller

???Off-premise Message Notification notifies you that there is a message in a skillset mailbox

To set Call Center general properties

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

CC Admin

GRTG PARM

Refresh chans: 1

CHNGNEXT

2Press OTHR.

3Press CC.

4Press OTHR.

5Press PARM.

6Press CHNG if you want to change the number of reserved channels (from 0 - 6) and press NEXT

or

press NEXT.

Pri alert: xx:xx

CHNGNEXT

7Press CHNG to set a Primary Alert time or

press NEXT and go to step 10.

Pri alert: xx:xx

CHNGNEXT

9The display shows the Primary Alert time. Press NEXT.

10Press CHNG to set a Secondary Alert time or

press NEXT and go to step 13.

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Chapter 3 Call Center general properties 27

Sec alert mmss:

RETRY

11Enter the Secondary Alert time.

This is a four digit field. Add a zero to any single digit hour or minute.

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. If the caller's name is not available, the caller's number is shown.

???Number only: displays the caller's number for 3 seconds and then the skillset name.

???No Caller ID: displays the skillset name.

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

CC Admin

GRTG PARM

CLID: No CLID

CHNGNEXT

2Press OTHR.

3Press CC.

4Press OTHR.

5Press PARM.

6Press NEXT until this display appears. Press NEXT to select no CLID

or

press CHNG to select Number Only or Name and Number.

7Press ??to end the session.

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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 OK

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

CC Admin

GRTG PARM

1Press ??????????.

Enter the Call Center Administrator mailbox number and password, and then press OK.

2Press OTHR.

3Press CC.

4Press OTHR.

5Press PARM.

6Press ??to end the session.

Selecting skillsets supervisors can receive help requests from

The Supervisor Help From setting lets you determine where escalated requests go.

???All skillsets: sends an unanswered help request system-wide to all Call Center supervisors.

???Agent???s skillsets only: sends an unanswered help request to only the supervisors logged on to skillsets that the agent is assigned to.From the Supervisor Help From options select all skillsets or agent???s skillsets only.

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Sup Help:

CHNGNEXT

2Press OTHR.

3Press CC.

4Press OTHR.

5Press NEXT until this display appears.

Press NEXT to accept the default value of All Skillsets or

press CHNG to choose Agent???s skillsets only.

6Press ??to end the session.

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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.

For each line that you want Call Center to answer, you assign:

???the line to be answered by Call Center

???the skillset that calls on this line go to

???the number of rings before the line is answered

You can record your line answering information in the table ???Line answering??? on page 179.

You must disable a skillset and wait until there are no calls in the skillset before you can add lines to it. You cannot add lines to a skillset while it is in use. For how to disable a skillset refer to ???Disabling a skillset??? on page 48.

Note: Target lines that are assigned to a B2 skillset cannot have their prime extension programmed as the Control DN of the skillset. This is restricted by the software. The recommended setting for these lines is blank.

For information on how to program the prime extension, refer to the Norstar System Coordinator Guide.

Lines that are programmed to be answered by Call Center must not be programmed to be answered by another peripheral or application.

To delay calls being answered, you can assign Call Center to answer incoming calls after a specified number of rings. The number of rings ranges from zero to 12. If the number of rings is zero, Call Center answers immediately.

For analog lines equipped with Caller ID, you must set the number of rings to two or more. Caller ID information is not provided until just prior to the second ring, so if you set the number of rings to zero or one, Caller ID information is not relayed.

Long distance charges start when a call is answered by Call Center. To minimize long distance charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state.

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To configure lines for Call Center

2Press AA.

3Press LINES.

4Enter the line number and press OK.

5Press CHNG.

6Press CHNG.

7Press SKILL.

8Enter the number of the skillset you want to answer the line and press OK.

9Press RINGS.

10Press CHNG.

11Enter the number of rings and press OK.

12Press NEXT to configure another line or

press ??to end the session.

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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

Choose option

OPERMODE

Atdt avail: x

CHNGNEXT

Business open: x

CHNGNEXT

Answer lines? N

CHNGNEXT

2Press OPER.

3Press NEXT

4Press NEXT.

5Press CHNG.

If you set Answer Lines to N the display shows Disabling...

If you set Answer Lines to Y the display shows Enabling...

6Press ??to end the session.

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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.

Warning: Change the System Administrator password frequently to minimize the risk of unauthorized activity. If you reset the Call Center Administrator password, log on to the Call Center Administrator mailbox and create a new password immediately to prevent unauthorized access to the system.

Default Call Center Administrator Mailbox number and password combinations

To reset the Call Center Administrator password

Set <xxxx>

OK

Pswd:

RETRYOK

Pswd:

RETRYOK

1Press ??????????.

The Voicemail DN appears on your display.

2Press ??.

3Enter Resetsmpswd or

??????????????????????????????? and press OK or ??.

Reset pswd?

YES NO

Exit

4Press YES.

5This display appears.

6Press ??????????.

Log on by following the voice prompts. Use the default password 0000.

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35

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.

You can include information in your greetings such as:

???your hours of service

???a request for callers to have their account number ready

???how to leave a message

???an announcement of a sale

???product lists

???upcoming special events

Types of Call Center greetings

You can record different types of greetings for Call Center. Before you record your greeting, determine what information the greeting includes. When you prepare your greeting, include important times and dates. Keep greetings as short and concise as possible. Use the following examples of greetings as a reference.

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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. An agent will return your call when we re-open. Thank you for calling.???

Recording a Call Center greeting

Before you record a greeting, write the greeting out so that you include everything that you want to say.

We recommend that you record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20 seconds, callers must wait in a skillset a longer time before they hear another greeting.

To record a Call Center greeting

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

CC Admin

GRTG PARM

CC greeting:

RETRYOK

CC greeting: x

RETRY PLAY REC

Record greeting:

RETRYOK

Accept greeting?

RETRY PLAY OTHR

2Press OTHR.

3Press CC.

4Press OTHR.

5Press GRTG.

6Enter the number of the greeting you want to record and press OK.

7Lift the handset and press REC.

8Record your greeting using the telephone handset. Do not use handsfree.

When you are finished press OK.

9Press PLAY to listen to the greeting or

press RETRY to re-record the greeting.

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39

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. 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.

How incoming calls are sent to a skillset

Incoming calls are sent to a skillset in one of the following ways:

???You assign a line to be answered directly by a skillset. For information about configuring lines refer to ???Configuring lines??? on page 29.

???A receptionist, agent or subscriber receives a call and transfers the call to a skillset.

They can transfer the call to a skillset by pressing ?????????or TRANSFER and entering the CDN of the skillset. The receptionist, agent or subscriber must not use the Call Pickup feature.

???The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that routes them to the CDN of the skillset.

???Calls can be forwarded to the Voicemail extension of the skillset by Call Forward All Calls (CFAC), Call Forward No Answer (CFNA) or Call Forward On Busy (CFB). For information about these features, refer to the Norstar System Coordinator Guide.

Note: Agents are restricted in how they can use CFAC, CFNA and CFB. For more information refer to ???Important considerations about how agents use features??? on page 168.

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Skillset properties

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Note: Although you can set Activity Code and Expected Wait Time parameters though ??????????, you must use CallPilot Manager to create Activity Codes and Expected Wait Time tables. For more information, refer to the Call Center Set Up and Operation Guide or CallPilot Manager online help.

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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

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to set up and press OK.

6Press SETUP.

7Press CHNG to assign a name to the skillset or

press NEXT if you do not want to assign a name to the skillset and go to step 10.

If you do not enter a skillset name the skillset name defaults to SKILLx, where x is the skillset number, as shown here.

Skillset name:

RETRY BKSP OK

xxxx

CHNGNEXT

CDN:

RETRYOK

CDN: xx

CHNGNEXT

MWI ext: xx

CHNGNEXT

Ext:

RETRYOK

8Enter the skillset name and press OK. For how to enter characters on the dialpad refer to ???Using the dialpad??? on page 16.

9The skillset name is displayed. Press NEXT.

10Enter the CDN of the skillset and press OK.

11Press NEXT.

12If you want to assign an MWI extension, press CHNG or

if you do not want to assign an MWI extension, press NEXT and go to step 15.

13Enter the extension of the telephone you want to use for MWI and press OK.

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44 Chapter 5 Setting up skillsets

MWI ext: xx

CHNGNEXT

Method: Least busy

CHNGNEXT

Break: 00:30

CHNGNEXT

Break mmss:

RETRYOK

Break: xx:xx

CHNGNEXT

Delay ans: 00:00

CHNGNEXT

Delay ans mmss:

RETRYOK

Delay ans: xx:xx

CHNGNEXT

Atdt: (none)

CHNGNEXT

Ext:

RETRY QUIT

Atdt: xx

CHNGNEXT

Prompt lang: pri

CHNGNEXT

14Press NEXT.

15Press 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).

16Press 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.

17Enter the Break time and press OK.

This is a four digit field. Add a zero to any single digit hour or minute.

18Press NEXT.

19Press CHNG to set up a Delay Answer time or

press NEXT and go to step 22.

20Enter a Delay Answer time and press OK.

This is a four digit field. Add a zero to any single digit hour or minute.

21Press NEXT.

22Press CHNG to assign an attendant to the skillset or

press NEXT and go to step 25.

23Enter the extension number of the attendant set.

24Press NEXT.

25Press CHNG to use the alternate language prompts and press NEXT or

press NEXT to use the primary language prompts.

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Chapter 5 Setting up skillsets 45

AC Entry: OPT

OPT PRMPT NEXT

EWT sample: 10

CHNG NEXT

EWT allow incr: Y

CHNG NEXT

EWT ICD: 00:03:00

CHNG NEXT

Mo: 24 hour

CHNGNEXT

Day start: hhmm

RETRYOK

Day hhmm: xxxx

RETRY AM PM

Night start: hhmm

RETRYOK

Night hhmm: xxxx

RETRY AM PM

26Press 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. For more information, refer to the Call Center Set Up and Operation Guide or CallPilot Manager online help.

27If you use Expected Wait Time, enter how many calls you want to use to calculate ETW. The range is 2-256 calls. The default is 10.

If you do not use Expected Wait Time, go so step 30.

28If you use Expected Wait Time, select whether you want EWT to be recalculated if it increases, and the appropriate EWT greeting to be played. The default is Y.

29If you use Expected Wait Time, enter the Initial Call Duration. This can be a value between 00:01:00 and 24:00:00, and is used to compute expected wait time until sufficient statistics are obtained The default of 3 minutes is shown.

Press CHNG if you want to change the default or

press NEXT to accept the default time and go to step 30.

30Press CHNG to change the service mode for Monday or

press NEXT.

31Enter the Day Routing Table start time and press OK.

This is a four digit field. Add a zero to any single digit hour or minute.

32Press AM or PM.

33Enter the Night Routing Table start time and press OK.

This is a four digit field. Add a zero to any single digit hour or minute.

34Press AM or PM.

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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.

Before you can enable a skillset you must:

???set up the skillset using the procedure ???To set up a skillset??? on page 43

???initialize and record a greeting for the skillset mailbox using the procedure ???Initializing a skillset mailbox??? on page 58

???set up the Day and Night Routing Tables using the procedures in Chapter 10, ???Routing table administration,??? on page 127.

To enable a skillset

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to enable and press OK.

6Press CHNG to change the status from disabled to enabled.

7The display shows that the skillset is enabled.

8Press RESET to reset the password for the skillset mailbox or

press NEXT to continue.

9Press ??to end the session.

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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

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to disable and press OK.

6Press CHNG to change the status from enabled to disabled.

7The display shows that the skillset is disabled.

8 Press ??to end the session.

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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

CDN:

RETRYOK

CDN: <xxx>

CHNGNEXT

1Press ??????????.

Enter the Call Center Administrator Mailbox number and password,

and then press OK.

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to change and press OK.

6The display shows whether the skillset is enabled or disabled. You must disable the skillset before you make changes to it. To disable the skillset Press CHNG and press NEXT to continue.

7Press PARM.

8Press CHNG if you want to change the name of the skillset or

press NEXT and go to step 11.

9Enter the new skillset name and press OK.

For how to enter characters on the dialpad, refer to ???Using the dialpad??? on page 16.

10Press NEXT.

11The skillset???s CDN is displayed. Press CHNG to change the CDN or

press NEXT and go to step 14.

12Enter the CDN and press OK.

13Press NEXT.

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MWI ext: <none>

CHNGNEXT

Ext:

RETRYOK

MWI ext: <xxx>

CHNGNEXT

Method: xxxx

CHNGNEXT

Break: xx:xx

CHNGNEXT

Break: mmss:

RETRYOK

Delay ans: xx:xx

CHNGNEXT

Delay ans mmss:

RETRYOK

Delay ans: xx:xx

CHNGNEXT

Atdt: (xxxx)

CHNGNEXT

Ext:

RETRY QUIT

Atdt: xx

CHNGNEXT

Prompt lang: xxx

CHNGNEXT

14Press CHNG to assign or change an MWI ext or

press NEXT to accept the default of no MWI and go to step 17.

15Enter the extension for MWI and press OK.

16Press NEXT.

17Press CHNG to change the method of call distribution or

press NEXT.

18Press CHNG to change the Break time or

press NEXT and go to step 21.

19Enter the Break time and press OK.

This is a four digit field. Add a zero to any single digit hour or minute.

20Press CHNG to change the Delay Answer time or

press NEXT and go to step 24.

21Enter the Delay answer time and press OK.

This is a four digit field. Add a zero to any single digit hour or minute.

22Press NEXT.

23The display shows whether the skillset has an attendant extension assigned.

Press CHNG to change the attendant extension or

press NEXT and go to step 27.

24Enter the attendant extension.

25Press NEXT.

26Press CHNG to change the prompt language or

press NEXT.

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Chapter 5 Setting up skillsets 51

AC Entry: OPT

OPT PRMPT NEXT

EWT sample: 10

CHNG NEXT

EWT allow incr: Y

CHNG NEXT

EWT ICD: hh:mm:ss

CHNG NEXT

Mo: 24 hour

CHNGNEXT

27Press 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.

NOTE: Although you can set this Activity Code parameter by telephone, you must use CallPilot Manager to create Activity Codes. For more information, refer to the Call Center Set Up and Operation Guide or CallPilot Manager online help.

28If you use Expected Wait Time, enter how many calls you want to use to calculate ETW. The range is 2-256 calls. The default is 10.

If you do not use Expected Wait Time, go so step 31.

29If you use Expected Wait Time, select whether you want EWT to be recalculated if it increases, and the appropriate EWT greeting to be played. The default is Y.

If you do not want to change this setting

30If you use Expected Wait Time, enter the Initial Call Duration. This can be a value between 00:01:00 and 24:00:00, and is used to compute expected wait time until sufficient statistics are obtained.

31The display shows the Monday Routing Table method. In this example the Routing Table is in 24 hour mode. Press CHNG to change the Routing Table method

or

press NEXT and go to step 33.

32Enter the Day Routing Table start time and press OK.

This is a four digit field. Add a zero to any single digit hour or minute.

33Press AM or PM.

34Enter the Night Routing Table start time and press OK.

This is a four digit field. Add a zero to any single digit hour or minute.

35Press AM or PM.

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Mo: xxxxa-xxxxp

CHNG 24HR NEXT

Tu: xxxxa-xxxxp

CHNG 24HR NEXT

Tu: xxxxa-xxxxp

CHNG 24HR NEXT

Mo: 24 hour

CHNGNEXT

36The 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.

37The display shows the Tuesday Routing Table method.

In this example the Routing Table has Day and Night Routing Table start times programmed.

38Press CHNG to change Day or Night Routing Table start times or

press 24HR to use 24 Hour mode for Tuesday or

press NEXT to continue.

39The display shows the Wednesday Routing Table method. Continue to change the Routing Tables start times for each day of the week.

40Press ??to end the session.

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Unconfiguring a skillset

If you unconfigure a skillset, you erase the programming for the skillset. You can then reprogram the skillset.

When you unconfigure a skillset, the system:

???erases the skillset Routing Table

???unassigns the skillset agents

???erases the skillset mailbox and all the messages in it

???makes the CDN available so it can be used by another skillset or device

To unconfigure a skillset you must:

1First disable the skillset and wait until all the calls are distributed. See ???Disabling a skillset??? on page 48.

2Unassign the lines assigned to the skillset. See ???To configure lines for Call Center??? on page 30.

3Follow the procedure below to unconfigure the skillset.

1Press ??????????.

Enter the Call Center Administrator Mailbox number and password,

and then press OK.

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to change and press OK.

6The display shows whether the skillset is enabled or disabled. You must disable the skillset before you make changes to it. To disable the skillset Press CHNG and press NEXT to continue.

7Press NEXT to continue.

8Press OTHR.

9Press UNCF.

10Press YES to unconfigure the skillset.

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55

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.

Skillset mailboxes have these Class of Service settings:

???use the primary prompt language

???maximum message time is 15 minutes

???maximum message length is three minutes

???maximum message retention is 30 days

???maximum greeting length of one minute

???Off-premise message notification enabled with a retry interval of five minutes and three attempts

???Outbound Transfer is enabled

???maximum number of incorrect password attempts is nine

???password expires in 90 days

???Networking is enabled if you have the Message Networking option enabled

???Personal Target Attendant is enabled

???Record Call is not enabled

???prompt language is Primary

???user interface is Norstar Voice Mail

The default Class of Service for skillset mailboxes is 1.

To prepare a skillset mailbox to receive messages:

???Know the skillset mailbox number (CDN) of each skillset mailbox.

If you do not know the skillset mailbox number, refer to ???Determining a skillset mailbox number??? on page 56

???Initialize the skillset mailbox. Refer to ???Initializing a skillset mailbox??? on page 58.

???Record the skillset mailbox greetings. Refer to ???Recording skillset mailbox greetings??? on page 63.

You can use the table ???Skillset mailboxes??? on page 177 to record the skillset mailboxes you set up.

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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.

To determine a skillset???s mailbox number and Message Waiting Indication telephone

1 Press ??????????.

Set xxxx

NEXT

CDN 1: xx

GOTO SKILL NEXT

2Press NEXT.

3The skillset mailbox number for skillset 1 is displayed. If None appears the skillset is not configured.

Press NEXT to continue.

While you use ??????????you can:

???press ???for GOTO to enter the number of the skillset you want to monitor

???press ??for SKILL to monitor the next enabled skillset

???press ???or ???for NEXT

???press ???for PREV to go to previous menu

???press ??to go to the next menu

???press ???to cancel the session

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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.

For how to change your mailbox interface refer to:

???the CallPilot Manager Set Up and Operation Guide for how to change your interface using CallPilot Manager

???the CallPilot Telephone Administration Guide for how to change your interface using a telephone

Follow the procedures that apply to the interface you use.

Some procedures apply to both interfaces.

1.Press ??????????.

Follow the voice prompts or the display button options to open your mailbox.

2.Check the display to see which interface you use:

3. Press ??to end the session.

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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.

Initializing a skillset mailbox involves:

???choosing a password from four to eight digits long that does not start with zero

???changing the skillset mailbox default password to the new password

???recording the skillset mailbox name in the Company Directory

To initialize a skillset mailbox

Again:

RETRYOK

Record name:

RETRYOK

5Reenter the skillset mailbox password and press OK or ??.

6At the tone, record the skillset mailbox name in the Company Directory. Do not use handsfree.

Include the skillset mailbox number in the recording, For example, ???Sales, mailbox 5813.???

Press OK or ??to end the recording.

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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

Pswd:

OTHR RETRY OK

1.Press ??????????.

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. When this prompt appears, enter the skillset mailbox number and password.

To open a skillset mailbox - CallPilot

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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 ??????????.

???After you reach the skillset mailbox, press ??????during the greeting to open the skillset mailbox. If you are in Europe or Australia press ????.

???At the voice prompt, enter the skillset mailbox number and password and press ??.Follow the voice prompts.

To open a skillset mailbox directly from an outside telephone

Follow either procedure to open a skillset mailbox remotely.

1Call a telephone line that is answered by the Automated Attendant.

2Press ??????during the Automated Attendant Menu prompt. If you are in Europe or Australia press ????.

3Enter the skillset mailbox number and password, and then press ??.

4Follow the voice prompts.

or

1Call your extension number.

2Press ??????during your personal greeting. If you are in Europe or Australia press ????.

3Enter the skillset mailbox number and password, and then press ??.

4Follow the voice prompts.

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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. If someone knows a skillset mailbox password, they can access the skillset mailbox and play or delete messages. They can also access CallPilot and use it fraudulently or disrupt service.

Changing a skillset mailbox password

You can change a skillset mailbox password at any time. A password must be from four to eight digits long and cannot start with zero.

To change a skillset mailbox password

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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. While the skillset mailbox has the default password, the mailbox is vulnerable to unauthorized access.

To reset a skillset mailbox password

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Skillset:

RETRY QUIT OK

Status: xxxxxxx

CHNGNEXT

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset whose mailbox password you want to reset and press OK.

6The display shows whether the skillset is enabled or disabled. Press NEXT if the skillset is disabled

or

press CHNG and then press next if the skillset is enabled.

Skillset Admin

PARM AGENT ROUTE

<xxxxxxxxx>

CHNGNEXT

CDN: <xxx>

CHNGNEXT

MWI ext: <none>

CHNGNEXT

Password

RESET NEXT

Password reset

7Press PARM.

8The display shows the name of the skillset mailbox. Press NEXT.

9The display shows the CDN of the skillset mailbox. Press NEXT.

10Press NEXT.

11Press RESET to reset the password for the skillset mailbox. The password is reset to 0000.

12This display appears briefly.

13 Press ??to end the session.

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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.

If you record Primary and Alternate skillset mailbox greetings, you must choose which greeting plays to callers who reach the skillset mailbox.

You can also record greetings in an Alternate Language. Callers can press ??while the greeting is playing to listen to the voice prompts in the Alternate Language. Remember to inform callers in the Primary skillset mailbox greeting that they can press ??to hear the Alternate Language.

If the Operator Status is set to Yes, and a caller presses ???during the skillset mailbox greeting, the caller transfers to the receptionist or Operator. For information about Operator Status, refer to the CallPilot Manager Set Up and Operation Guide. Inform callers in the skillset mailbox greetings that they can press ???to speak to the receptionist or Operator.

If the Operator Status is set to No, a caller who presses ???during the skillset mailbox greeting is informed the Operator is not available, and is transferred to the skillset mailbox.

Examples of Primary and Alternate greetings

You must record a Primary greeting for each skillset mailbox. In the Primary greeting include the skillset mailbox name that is listed in the Company Directory. For example:

???Hello. You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your name, telephone number and a brief message. One of our agents will return your call as soon as possible. Thank you.???

You can record an Alternate greeting for each skillset mailbox. Use an Alternate greeting for special circumstances. In the Alternate skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory.

For example:

???Season???s Greetings! You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your name, telephone number and a brief message. One of our agents will return your call when we re-open on December 27. Thank you.???

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To record a Primary or Alternate skillset mailbox greeting

1Press ??????????.

Follow the voice prompts or the display button options to open the skillset mailbox.

<Skillset name>

Greeting options

REC CHOOSE CFWD

Greeting:

PRIME ALT PERS

Not recorded

Record new?

YES NO QUIT

Record greeting:

RETRYOK

Accept greeting?

RETRY PLAY OK

2The skillset mailbox name appears briefly.

3If you use the CallPilot interface:

???Press ????to open the Greetings Options menu

???Go to step 4

If you use the Norstar Voice Mail interface:

???Press ADMIN or ??

???Press GREET or ??

???Go to step 4

4Press REC or ???.

5Press PRIME or ???to record the Primary greeting or

press ALT or ??to record the Alternate greeting.

If you are changing a greeting, the current greeting starts to play.

6If this is the first time you are recording a greeting, this display appears briefly.

7Press YES or ???and record your greeting at the tone.

8Press OK or ??to end the recording.

9Press OK or ??to accept the recording or

press PLAY or ???to listen to the greeting or

press RETRY or ??to rerecord the greeting.

10Press ??to end the session.

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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. If you choose Yes the skillset mailbox receives messages in the normal way.

If you choose No:

???messages cannot be left in the skillset mailbox

???the Alternate mailbox greeting takes precedence over all other greetings

???if a caller presses a button to fast forward the message, they hear a voice prompt that says this is a special greeting

???if a caller presses a button to send a fax, the fax goes to the General Delivery Mailbox, not the skillset mailbox.

If you choose the Alternate mailbox greeting, remember to change back to the Primary mailbox greeting at the appropriate time.

To choose a Primary or Alternate skillset mailbox greeting

If you use the Norstar Voice Mail interface:

???Press ADMIN or ??

???Press GREET or ??

???Go to step 4

Greeting options

REC CHOOSE CFWD

Use greeting:

PRIME ALT QUIT

4Press CHOOSE or ??to select a greeting.

5Press PRIME or ???to select the Primary mailbox greeting and go to step 7

or

press ALT or ??to select the Alternate mailbox greeting and go to step 6.

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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.

If you record a Personalized greeting, program the skillset mailbox to receive messages and choose an Alternate mailbox greeting, the Personalized greeting takes precedence over any other greetings. If you program the skillset mailbox not to receive messages and choose an Alternate mailbox greeting, the Alternate mailbox greeting takes precedence over any other greeting, including Personalized mailbox greetings.

In the Personalized skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory. For example:

???Hi John. You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your order. One of our agents will return your call if you need to speak to someone directly. Thank you.???

To record a Personalized skillset mailbox greeting

<Skillset name>

Greeting options

REC CHOOSE CFWD

1Press ??????????.

Follow the voice prompts or the display button options on your telephone, to open the skillset mailbox.

2The skillset mailbox name appears briefly.

3If you use the CallPilot interface:

???Press ????to open the Greetings Options menu

???Go to step 4

If you use the Norstar Voice Mail interface:

???Press ADMIN or ??

???Press GREET or ??

???Go to step 4

4Press REC or ???.

5Press PERS or ???to record a Personalized greeting.

6Enter a Personalized greeting number of 1, 2 or 3.

7Press CHNG or ???.

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Ph: <xxxxxxxxxx>

RETRYOK

Record greeting:

RETRYOK

Accept greeting?

RETRY PLAY OK

8Enter the telephone number (maximum 10 digits) that you are assigning the Personalized mailbox greeting to.

Press OK or ??to accept the telephone number.

9Lift your handset.

At the tone, record your greeting. Press OK or ??to end the recording.

10Press OK or ??to accept the greeting, or

press PLAY or???to listen to the greeting or

press RETRY or ??to re-record the greeting.

11Press ??to end the session.

Deleting a Personalized mailbox greeting

If you no longer need a Personalized mailbox greeting, you can delete it.

??? Press ????to open the Greetings Options menu

??? Go to step 4

If you use the Norstar Voice Mail interface:

??? Press ADMIN or ??

??? Press GREET or ??

??? Go to step 4

Greeting options

REC CHOOSE CFWD

4Press REC or ???.

5Press PERS or ???to choose a Personalized mailbox greeting.

6Enter the Personalized greeting number that you want to delete.

7Press DEL or ??to delete the greeting.

8Press ??to end the session.

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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.

If different agents access the messages in the skillset mailbox throughout the day, each agent should:

???listen to the message

???write down what the message says

???erase the message

???return the caller???s telephone call

If the caller is not available, the agent can try again later or pass the message on to another agent.

If the agent who listens to the message erases the message after writing down what it says:

???the next agent does not waste time listening to the same message

???the next agent knows if the callback was successful or not

???only one agent contacts the caller

If only one agent is responsible for retrieving messages at your call center, this agent does not need to transcribe and delete each message before callback. This agent handles messages and knows the status of the old messages.

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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.

The table ???Playing skillset mailbox messages - Norstar Voice Mail??? shows the message options available to you during and after playing messages.

Playing skillset mailbox messages - Norstar Voice Mail

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Notes:

1Because the skillset mailbox has limited message storage space, delete any messages you no longer need. After a certain time period, your saved messages are erased automatically. Ask your System Administrator about this.

2You can retrieve a deleted message only if you have not quit the session in which you deleted it. For information about retrieving deleted messages refer to ???Retrieving erased messages??? on page 73???.

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3Applies only if the Reply feature is enabled.

4You 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.

The table ???Playing skillset mailbox messages - CallPilot??? shows the message options that are available to you during and after playing messages.

Playing skillset mailbox messages - CallPilot

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Chapter 6 Setting up skillset mailboxes 73

Playing skillset mailbox messages - CallPilot

Retrieving erased messages

After you play your messages and end your skillset mailbox session, any messages that you do not erase are saved. Since message storage space is limited, we recommend that you erase messages that are no longer needed.

You can retrieve an erased message if you are still in the skillset mailbox session. An erased message remains in the skillset mailbox until you end the current session.

To retrieve an erased message - Norstar Voice Mail

After you erase a new or saved message, the number of new or saved messages shown on the display is decreased by one. Even though the display shows 0 new 0 saved, you can still play and retrieve any erased skillset mailbox messages. Press PLAY or ??to listen to the erased message.

To retrieve an erased message - CallPilot

You can retrieve a deleted message. A deleted message remains in the skillset mailbox until you end the current session. Locate the deleted message. Then press ??????to restore the message.

After you play the erased message, you can restore it. If you end the current session without restoring the erased message, it is permanently erased from the skillset mailbox.

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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.

Use the procedure for replying to messages that applies to the interface you use:

??????To reply to an internal caller - Norstar Voice Mail??? on page 74

??????To reply to an internal caller - CallPilot??? on page 75

Replying to an internal caller

To reply to an internal caller - Norstar Voice Mail

1 new 0 saved

PLAY REC ADMIN

End of message

REPLY ERASE NEXT

Reply to msg

MSG CALL QUIT

1Press ??????????.

Follow the voice prompts or the display button options to open the skillset mailbox.

2Press PLAY or??.

3After you listen to the message, press REPLY or ??.

4Press CALL or ??to call the caller or

press MSG or ???to record and send a reply.

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Chapter 6 Setting up skillset mailboxes 75

To reply to an internal caller - CallPilot

1Press ??????????.

Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.

2A mailbox summary is announced.

While you are in your message list, you can play any message.

3Press ??to play the current message.

4Press ??to call the caller or

press ??????to record and send a reply.

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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.

To reply to an external caller - Norstar Voice Mail

1 new 0 saved

PLAY REC ADMIN

End of message

REPLY ERASE NEXT

1Press ??????????.

Follow the voice prompts or the display button options to open the skillset mailbox.

2Press PLAY or ??.

3After you listen to the message, press REPLY or ??. CallPilot dials the external number directly.

To reply to an external caller - CallPilot

1Press ??????????.

Follow the voice prompts or the display button options to open the skillset mailbox.

2A mailbox summary is announced.

While you are in the message list you can play any message.

3Press ??to play the current message.

4Press ??to call the caller.

CallPilot dials the external number directly.

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77

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.

You can receive notification of a message at a maximum of five different destination numbers. When the number of retry attempts is reached for each destination number, the next number in the series is called. For example, Call Center can call your car telephone first when there is a message in the skillset mailbox. If there is no answer, Call Center waits five minutes and calls your car telephone again. If there is still no answer, Call Center calls your car telephone a third time. If there is no answer after three calls, Call Center calls your home telephone. Call Center continues to call at five minute intervals until the call is answered or all of the destinations are called three times.

Off-premise Message Notification, the Retry Intervals and Maximum Number of Attempts for skillset mailboxes are assigned through the Class of Service settings in CallPilot Manager. Skillset mailboxes have a default Class of Service of 1.

Class of Service 1 has these default settings for Off-premise Message Notification:

???Off-premise Message Notification enabled

???a Retry Interval of five minutes

???a Maximum Number of Attempts of 3

For information about changing Class of Service settings, refer to the CallPilot Manager Set Up and Operation Guide.

You must assign start and stop times for telephone and destinations. Off-premise Message Notification begins when the start time is reached. Set the start time for a time when you are at the destination number so that you are there to receive calls.

A person who receives an Off-premise Message Notification call can cancel Off-premise Message Notification to their destination number. This is useful if a destination is incorrectly programmed and a wrong party receives the calls.

The recipient of an Off-premise Message Notification call hears the following voice prompt: ???Message for (name of mailbox owner). To log on press ???. If you have received this call by mistake, please press ??.

After you set the Off-premise Message Notification parameters, Off-premise Message Notification is enabled automatically.

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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.

Warning: Do not change the extension number assigned to the skillset mailbox. If this extension number is changed, callers in the skillset cannot access the skillset mailbox and you cannot change the Skillset general parameters. To correct a wrong extension number, change the extension number to the Control DN of the skillset.

To assign an outdial method to a skillset mailbox

Admin

MBOX AA OTHR

Mailbox Admin

ADD DEL CHNG

Mbox:

DIRQUIT

Outdial: <none>

CHNGNEXT

Outdial: <line>

CHNGNEXT

2Press MBOX.

3Press CHNG.

4Enter the skillset mailbox number or press DIR to use the Company Directory.

5Press NEXT until you see this display. Press CHNG.

6Press NEXT if you want to use a line as the outdial method or

press CHNG if you want to use a line pool as the outdial method and then press NEXT.

xxxx:

RETRY

7 Enter the Line or Pool number and press OK.

OK Line numbers must be between 1 and 500. Although line pools have a letter such as A, B or C, Call Center accepts only numbers. If you enter a line pool use 1 for A, 2 for B, 3 for C, and so on.

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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.)

???types of message you want to receive (all new messages or just urgent messages)

Note: The restrictions that apply to your telephone line also apply to Off-premise Message Notification numbers. For example, if you cannot dial long distance telephone numbers from your telephone, you cannot have a long distance Off-premise Message Notification destination number.

Setting up Off-premise Message Notification

Follow these instructions if you have not set up Off-Premise Message Notification and are setting it up for the first time. If you have set up Off-Premise Message Notification, refer to the section on ???Changing Off-premise Message Notification??? on page 89.

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To set up Off-premise Message Notification to a telephone number

1Press ??????????.

Follow the voice prompts or the display button options to open the skillset mailbox.

2If you use the CallPilot interface:

???Press ?????to open the Mailbox Tools

???Press NOTIF or ??to open the Off-premise Message Notification menu

???Go to step 3

Msg notify

ADMIN SELECT

Destination:

PHONE EXT PAGER

Ph:

RETRYOK

Start hhmm:

RETRYOK

If you use the Norstar Voice Mail interface:

???Press ADMIN or ??

???Press ???to open the Off-premise Message Notification menu

???Go to step 3

3Press ADMIN or ???to set up Off-premise Message Notification.

4Press PHONE or ???to choose a telephone number destination.

5Enter the destination telephone number and press OK or ??. The destination telephone number is a maximum of 30 digits.

6Press OK or ??to accept the destination telephone number represented by <x>

or

press ADD or ??to add special characters and use your dialpad or follow the voice prompts to add characters.

After you add special characters, press OK or ??to accept the destination number.

7Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by a zero.

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Chapter 7 Off-premise Message Notification 81

<start time>

RETRYOK

Stop hhmm:

RETRYOK

<stop time>

RETRY AM PM

9Press OK or ??to accept the start time.

10Enter 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.

11Press AM or ??? or

PM or ??.

Start:<start time>

CHNGNEXT

Stop:<stop time>

CHNGNEXT

14Press NEXT or ??to accept the start time that you entered or

press CHNG or ???to change the start time.

15Press NEXT or ??to accept the stop time that you entered or

press CHNG or ???to change the stop time.

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To set up Off-premise Message Notification to an extension

1Press ??????????.

Follow the voice prompts or the display button options to open the skillset mailbox.

2If you use the CallPilot interface:

???Press ?????to open the Mailbox Tools

???Press NOTIF or ??to open the Off-premise Message Notification menu

???Go to step 3

Msg notify

ADMIN SELECT

Destination:

PHONE EXT PAGER

Ext:

RETRYOK

Accept:<x>

RETRYOK

Start hhmm:

RETRYOK

If you use the Norstar Voice Mail interface:

???Press ADMIN or ??

???Press ???to open the Off-premise Message Notification menu

???Go to step 3

3Press ADMIN or ???to set up Off-premise Message Notification.

4Press EXT or ??to choose an extension as the destination.

5Enter the destination number and press OK or ??.

6Press OK or ??to accept the destination extension. The <x> represents the extension.

7Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by zero.

<start time>

RETRYOK

Stop hhmm:

RETRYOK

9Press OK or ??to accept the start time.

10Enter 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.

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Chapter 7 Off-premise Message Notification 83

<stop time>

RETRY AM PM

<stop time>

RETRYOK

More dest?

YES NO

Start:<start time>

CHNGNEXT

Stop:<stop time>

CHNGNEXT

11Press AM or ??? or

PM or ??.

12Press OK or ??to accept the stop time.

13Press 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.

14Press NEXT or ??to accept the start time that you entered or

press CHNG or ???to change the start time.

15Press NEXT or ??to accept the stop time that you entered or

press CHNG or ???to change the stop time.

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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.

For example, to reach your pager, enter:

????????????????????????????????

where:

?????specifies the next digits are special characters

??????recognizes dial tone

?????specifies that the next digits are the numbers to be dialed

???????????????????????is the pager telephone number dialed

??????inserts a timed pause

Depending on the company supplying your paging service, the programming sequence can vary. For more information about setting the destination telephone number parameters for your pager, contact your pager company.

To set up Off-premise Message Notification to a pager

1Press ??????????.

Follow the voice prompts or the display button options to open the skillset mailbox.

2If you use the CallPilot interface:

???Press ?????to open the Mailbox Tools

???Press NOTIF or ??to open the Off-premise Message Notification menu

???Go to step 3

If you use the Norstar Voice Mail interface:

???Press ADMIN or ??

???Press ???to open the Off-premise Message Notification menu

???Go to step 3

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Pager:

RETRYOK

Show:<xxxx>

CHNGNEXT

5Enter the destination pager number and press OK or ??.

6Press OK or ??to accept the destination pager number represented by <x>

or

press ADD or ??to add special characters and use your dialpad or follow the voice prompts to add characters.

After you add special characters, press OK or ??.

7Press NEXT or ??to accept the default pager message represented by <xxxx>. 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.

More dest?

YES NO

8Press 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.

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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.

1Press ??????????.

Follow the voice prompts or the display button options to open the skillset mailbox.

2If you use the CallPilot interface:

???Press ?????to open the Mailbox Tools

???Press NOTIF or ??to open the Off-premise Message Notification menu

???Go to step 3

Msg notify

ADMIN SELECT

Destination:

PHONE EXT PAGER

Ph:

RETRYOK

If you use the Norstar Voice Mail interface:

???Press ADMIN or ??

???Press ???to open the Off-premise Message Notification menu

???Go to step 3

3Press ADMIN or ???to set up Off-premise Message Notification.

4Press PHONE or ???to choose a destination telephone number.

5Enter the destination telephone number and press OK or ??. The destination telephone number cannot be longer than 30 digits.

6Press OK or ??to accept the destination telephone number, represented by <x>

or

press ADD or ??to add special characters and use your dialpad or follow the voice prompts to add characters.

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Chapter 7 Off-premise Message Notification 87

<start time>

RETRYOK

Stop hhmm:

RETRYOK

9Press OK or ??to accept the start time.

10Enter 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.

11Press AM or ??? or

PM or ??.

<stop time>

RETRYOK

More dest?

YES NO

Notify2: none

SETUP NEXT

Destination:

PHONE EXT PAGER

Pager:

RETRYOK

Show<xxxx>

CHNGNEXT

Notify2: pager

CHNG OTHR NEXT

Notify 3: none

SETUP NEXT

12Press OK or ??to accept the stop time.

13Press YES or ???to set up another destination number.

14Press SETUP to set up another destination number.

15Press PAGER or ???to select a pager number destination.

16Enter the destination pager number and press OK or ??.

17Press OK or ??to accept the destination pager number represented by <x>

or

press ADD or ??to add special characters and use your dialpad or follow the voice prompts to add characters.

After you add special characters, press OK or ??.

18Press NEXT or ??to accept the default pager message represented by <xxxx>. 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.

19The display shows that the second destination is a pager. Press NEXT or ??to continue.

20Press NEXT or ??to continue or

press SETUP to add another destination.

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Start:<start time>

CHNGNEXT

Stop:<stop time>

CHNGNEXT

Msg notify

ADMIN SELECT

21Press NEXT or ??to accept the start time that you entered or

press CHNG or ???to change the start time.

22Press NEXT or ??to accept the stop time that you entered or

press CHNG or ???to change the stop time.

23Press 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.

24Press ??to end the session.

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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.

If you want to change the time or message type parameters, use the procedure ???To change the time range or type of message parameters??? on page 89

If you want to change the destination type refer to the procedure for the destination type.

To change the time range or type of message parameters

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Start:<start time>

CHNGNEXT

Stop:<stop time>

CHNGNEXT

6Press CHNG or ???to change the start time or

press NEXT or ??to accept the start time.

7Press CHNG or ???to change the stop time or

press NEXT or ??to accept the stop time.

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Chapter 7 Off-premise Message Notification 91

To change the destination from telephone to another destination

Msg notify

ADMIN SELECT

Notify: phone

CHNGNEXT

Destination:

PHONE EXT PAGER

<x>

RETRYOK

Accept:<xxxx>

RETRYOK

1Press ??????????.

Follow the voice prompts or the display button options to open the skillset mailbox.

2If you use the CallPilot interface:

???Press ?????to open the Mailbox Tools

???Press NOTIF or ??to open the Off-premise Message Notification menu

???Go to step 3

If you use the Norstar Voice Mail interface:

???Press ADMIN or ??

???Press ???to open the Off-premise Message Notification menu

???Go to step 3

3Press ADMIN or ???to set up Off-premise Message Notification.

4Press CHNG or ???to change the destination.

5Press PHONE or ???to choose another telephone number destination

or

press EXT or ??to choose an extension destination or

press PAGER or ???to choose a pager number destination.

6Enter the destination number and press OK or ??.

The destination telephone number cannot be longer than 30 digits.

7Press OK or ??to accept the destination number or

press RETRY or ???to re-enter the destination number.

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More dest?

YES NO

9Press 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:<start time>

CHNGNEXT

Stop:<stop time>

CHNGNEXT

Msg notify

ADMIN SELECT

10Press CHNG or ???to change the start time or

press NEXT or ??to accept the start time.

11Press CHNG or ???to change the stop time or

press NEXT or ??to accept the stop time.

12If 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 ??.

13Press ??to end the session.

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To change the destination from pager to telephone or extension

1Press ??????????.

Follow the voice prompts or the display button options to open the skillset mailbox.

2If you use the CallPilot interface:

???Press ?????to open the Mailbox Tools

???Press NOTIF or ??to open the Off-premise Message Notification menu

???Go to step 3

Msg notify

ADMIN SELECT

If you use the Norstar Voice Mail interface:

???Press ADMIN or ??

???Press ???to open the Off-premise Message Notification menu

???Go to step 3

3Press ADMIN or ???to change Off-premise Message Notification. The displays shows the first destination type and destination number.

Modify:pager

CHNGNEXT

Destination:

PHONE EXT PAGER

<xxxx>:

RETRYOK

4Press CHNG or ???to change the destination type and the destination number.

5Choose the type of destination number:

press PHONE or ???to choose a telephone number destination or

press EXT or ??to choose an extension destination.

6Enter the destination number you want to set up Off-Premise Message Notification for.

<x> represents the destination number.

Press OK or ??to accept the destination number or

press RETRY or ???to re-enter the number.

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Start:<start time>

CHNGNEXT

Stop:<stop time>

CHNGNEXT

Msg notify

ADMIN SELECT

9Press CHNG or ???to change the start time or

press NEXT or ??to accept the start time.

10Press CHNG or ???to change the stop time or

press NEXT or ??to accept the stop time.

11If 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 ??.

12Press ??to end the session.

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To change the destination from telephone or extension to pager

1Press ??????????.

Follow the voice prompts or the display button options to open the skillset mailbox.

2If you use the CallPilot interface:

???Press ?????to open the Mailbox Tools

???Press NOTIF or ??to open the Off-premise Message Notification menu

???Go to step 3

Msg notify

ADMIN SELECT

If you use the Norstar Voice Mail interface:

???Press ADMIN or ??

???Press ???to open the Off-premise Message Notification menu

???Go to step 3

3Press ADMIN or ???to change Off-premise Message Notification. The displays show a review of the first destination type and destination number.

Notify:<x>

CHNGNEXT

Destination

PHONE EXT PAGER

Pager:

RETRYOK

4Press CHNG or ???to change the destination type and the destination number.

<x> represents the type of destination (phone or extension).

5Press PAGER or ???to choose a pager number destination.

6Enter the pager number and press OK or ??to continue.

7Press OK or ??to accept the destination pager number represented by <x>

or

press ADD or ??to add special characters and use your dialpad or follow the voice prompts to add characters.

After you add special characters, press OK or ??.

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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.

2 If you use the CallPilot interface:

??? Press ?????to open the Mailbox Tools

??? Press NOTIF or ??to open the Off-premise Message Notification menu

Notify 1:<x>

DEL INS QUIT

Notify1:<x>

CHNG OTHR NEXT

Msg notify

ADMIN SELECT

5Press DEL to delete the first destination number.

6The first destination number is deleted. The Notify 2 destination changes to become the Notify 1 destination number.

To delete more destination numbers, press OTHR and repeat steps 4 and 5.

7Press ??to end the session.

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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

1Press ??????????.

Follow the voice prompts or the display button options to open the skillset mailbox.

2If you use the CallPilot interface:

???Press ?????to open the Mailbox Tools

???Press NOTIF or ??to open the Off-premise Message Notification menu

???Go to step 3

Msg notify

ADMIN SELECT

Notify:<x>

CHNGNEXT

More dest?

YES NO

Notify2: none

SETUP NEXT

If you use the Norstar Voice Mail interface:

???Press ADMIN or ??

???Press ???to open the Off-premise Message Notification menu

???Go to step 3

3Press ADMIN or ???to set up Off-premise Message Notification.

4Press NEXT or ??to continue.

5Press YES or ???to set up another destination number.

6Press SETUP or ???to set up another destination number and follow the steps in ???To set up Off-premise Message Notification to a telephone number??? on page 80

or

???To set up Off-premise Message Notification to an extension??? on page 82

or

???To set up Off-premise Message Notification to a pager??? on page 84.

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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

1Press ??????????.

Follow the voice prompts or the display button options to open the skillset mailbox.

Msg notify

ADMIN SELECT

Notify on

CHNG TIME OK

Notify off

CHNG TIME OK

2If you use the CallPilot interface:

???Press ?????to open the Mailbox Tools

???Press NOTIF or ??to open the Off-premise Message Notification menu

???Go to step 3

If you use the Norstar Voice Mail interface:

???Press ADMIN or ??

???Press ???to open the Off-premise Message Notification menu

???Go to step 3

3Press SELECT or ??to set up Off-premise Message Notification.

4Press CHNG or ???to turn Off-premise Message Notification off if it is on (as shown).

5Press OK or ??? or

press TIME to review the start and stop time parameters.

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101

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.

For more information about Call Center agents, refer to the Nortel Networks Call Center Agent Guide.

Agent properties

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Adding an agent

Log:

QUIT RETRY OK

Agent name: __

RETRY BKSP OK

1Press ??????????.

Enter the Call Center Administrator Mailbox number and password,

and then press OK.

2Press OTHR.

3Press CC.

4Press AGENT.

5Press ADD.

6The first available agent number is shown.

Press CHNG to change the agent number and enter a new agent number

or

press OK to continue.

7Enter the agent???s name and press OK.

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Chapter 8 Setting up agents 103

Priority: 10

CHNGNEXT

Priority:

RETRYOK

Supervisor: N

CHNGNEXT

Miss call: BUSY

LOGOUT BUSY OK

AC entry: OPT

OPT PRMPT OK

Agent Admin

ADD DEL CHNG

8Press 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.

9Enter a priority from 1 to 20 for the agent and press OK. 1 is the highest priority. 10 is the default.

10Press NEXT to keep the agent at agent status or

press CHNG and then NEXT to give the agent supervisor status.

11Press NEXT if you do not want calls to be force-delivered to the agent

or

press CHNG and then NEXT if you want calls to be force-delivered to the agent.

12Press OK to accept BUSY (Make Agent Busy) as the Missed Call option

or

press LOGOUT to select Automatic Logout and press OK.

13Press OK if you want prompting for Activity codes to be optional, or press PRMPT if you want agents to be prompted and press OK. NOTE: This step appears only if you use Enhanced Call Center.

14Press ??to end the session.

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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

1Press ??????????.

Enter the Call Center Administrator Mailbox number and password,

and then press OK.

2Press OTHR.

3Press CC.

4Press AGENT.

5Press CHNG.

6Enter 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.

7Press RESET if you want to reset the agent???s password or

press NEXT.

8Press CHNG if you want to change the agent???s name or

press NEXT and go to step 10.

9Enter the new agent???s name and press OK.

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Chapter 8 Setting up agents 105

Priority: 10

CHNGNEXT

Priority:

RETRYOK

Supervisor: x

CHNGNEXT

Miss call: BUSY

LOGOUT BUSY OK

AC entry: OPT

OPT PRMPT OK

10Press 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.

11Enter a priority from 1 to 20 for the agent and press OK. 1 is the highest priority.

12Press CHNG and press NEXT if you want to change the agent???s supervisor status

or

press NEXT.

13Press NEXT if you do not want calls to be force-delivered to the agent

or

press CHNG and then NEXT if you want calls to be force-delivered to the agent.

14Press OK to accept BUSY (Make Agent Busy) as the Missed Call Option

or

press LOGOUT to select Automatic Logout and press OK.

15Press OK if you want prompting for Activity codes to be optional, or press PRMPT if you want agents to be prompted and press OK. NOTE: This step appears only if you use Enhanced Call Center.

16Press ??to end the session.

Adding multiple agents

You can save time by adding more than one agent a time. When you add multiple agents, the agents have the default agent name and parameters.

Log:

QUIT RETRY OK

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

1Press ??????????.

Enter the Call Center Administrator Mailbox number and password,

and then press OK.

2Press OTHR.

3Press CC.

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CC Admin

AGENT SKILL OTHR

Agent Admin

ADD DEL CHNG

Agent ID: x

RANGE CHNG OK

Start agent:

RETRYOK

End agent:

RETRYOK

Priority: 10

CHNGNEXT

Priority:

RETRYOK

Supervisor: N

CHNGNEXT

Miss call: BUSY

LOGOUT BUSY OK

AC entry: OPT

OPT PRMPT OK

Agent Admin

ADD DEL CHNG

4Press AGENT.

5Press ADD.

6The first available agent number is shown. Press RANGE to add a range of new agents.

7Enter the start of the range and press OK.

8Enter the end of the range and press OK.

9Press CHNG if you want to change the agent???s priority or

press NEXT and go to step 11.

NOTE: This step appears only if you use Basic Call Center. If you use Enhanced Call Center, go to step 11.

10Enter a priority from 1 to 20 for the agent and press OK. 1 is the highest priority. 10 is the default.

11Press NEXT to keep the agent at agent status or

press CHNG and then NEXT to give the agent supervisor status.

12Press NEXT if you do not want calls to be force-delivered to the agent

or

press CHNG and then NEXT if you want calls to be force-delivered to the agent.

13Press OK to accept BUSY (Make Agent Busy) as the Missed Call option

or

press LOGOUT to select Automatic Logout and press OK.

14Press OK if you want prompting for Activity codes to be optional, or

press PRMPT if you want agents to be prompted and press OK. NOTE: This step appears only if you use Enhanced Call Center.

15Press ??to end the session.

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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

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Skillset:

RETRY QUIT OK

Status: xxxxxxx

CHNGNEXT

Skillset Admin

PARM AGENT ROUTE

Agent-Skillset

ADD DEL VIEW

Add Agent

INDIV RANGE QUIT

Agent ID:

DIR RETRY OK

xxxx

NEXT

Priority: 10

CHNGOK

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to add an agent to and press OK.

6The display shows whether the skillset is enabled or disabled. You must disable the skillset before you make changes to it. For how to disable a skillset refer to ???Disabling a skillset??? on page 48. Press NEXT to continue.

7Press AGENT.

8Press ADD.

9Press INDIV.

10Enter the ID number of the agent you want to assign and press OK or

press DIR to search the directory.

11The display shows the agent???s name. Press NEXT.

12If you use Enhanced Call Center, this display appears that lets you assign dynamic 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.

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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

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Skillset:

RETRY QUIT OK

Status: xxxxxxx

CHNGNEXT

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to assign several agents to and press OK.

6The display shows whether the skillset is enabled or disabled. You must disable the skillset before you make changes to it. For how to disable a skillset refer to ???Disabling a skillset??? on page 48. Press NEXT to continue.

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Chapter 8 Setting up agents 109

Priority: 10

CHNGOK

x added

Add Agent

INDIV RANGE QUIT

12If 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.

13This display appears briefly.

14Press ??to end the session.

Removing agents from a skillset

You can remove an agent from a skillset. When you remove an agent, they are removed from the skillset but not from Call Center. You can assign the agent to another skillset.

Log:

QUIT RETRY OK

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Skillset:

RETRY QUIT OK

Status: xxxxxxx

CHNGNEXT

Skillset Admin

PARM AGENT ROUTE

Agent-Skillset

ADD DEL VIEW

Agent ID:

DIR RETRY OK

1Press ??????????.

Enter the Call Center Administrator Mailbox number and password,

and then press OK.

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to remove an agent from and press OK.

6The display shows whether the skillset is enabled or disabled. The skillset must be disabled before you can delete an agent from it. For how to disable a skillset refer to ???Disabling a skillset??? on page 48.

Press NEXT to continue.

7Press AGENT.

8Press DEL.

9Enter the ID number of the agent you want to remove and press OK.

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Viewing agents in a skillset

You can review the agents in a skillset.

Log:

QUIT RETRY OK

1Press ??????????.

Enter the Call Center Administrator Mailbox number and password,

and then press OK.

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to view and press OK.

6The display shows whether the skillset is enabled or disabled. Press NEXT to continue.

7Press AGENT.

8Press VIEW.

9The display shows the agent with the lowest ID number in the skillset. You can press NEXT to see the next agent or PREV to see the previous agent.

10Press ??to end the session.

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Chapter 8 Setting up agents 111

Logging an agent off

Log:

QUIT RETRY OK

1Press ??????????.

Enter the Call Center Administrator Mailbox number and password,

and then press OK.

2Press OTHR.

3Press CC.

4Press AGENT.

5Press ??. This option does not appear as a display button option.

6Enter the agent???s ID number and press OK.

7The agent???s name is displayed. Press OUT.

8Press ??to end the session.

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Deleting an agent

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Agent Admin

ADD DEL CHNG

Agent ID:

DIR RETRY OK

2Press OTHR.

3Press CC.

4Press AGENT.

5Press DEL.

6Enter the agent???s ID number and press OK or

press DIR to search the directory.

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Chapter 8 Setting up agents 113

Resetting an agent password

1Press ??????????.

Enter the Call Center Administrator Mailbox number and password,

and then press OK.

2Press OTHR.

3Press CC.

4Press AGENT.

5Press CHNG.

6Enter 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.

7Press RESET to reset the agent???s password.

8 Press ??to end the session.

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115

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. The system tracks the total length of the call from the time the call enters the system until it is answered.

???transfers to the skillset mailbox

???transfers to an extension, mailbox, external telephone number, CCR Tree, Automated Attendant or operator

???changes in priority level

Intelligent Overflow Routing handles calls differently depending on the rules that you create. Each rule is based on a mode, one or more conditions, and one or more actions.

Mode

Intelligent Overflow Routing looks at the mode the skillset is in to determine how to handle a call. A skillset can be in Day mode, Night mode, or 24 Hour Service. Each mode can have its own rules for how to handle calls. The default mode is Day.

Condition

After Intelligent Overflow Routing determines what mode the skillset is in, Intelligent Overflow Routing determines what conditions apply to the call. The two possible conditions are:

???Whether the timer expires. You set the length of time a call waits for an agent before the call is sent to the destination that you specify. The maximum time a call can wait is 59:59. When a call enters a skillset, the timer starts at 00:00. Overflow rules are applied according to the time a call is in a skillset, not according to the total time a call is in the system. For example, if you set up skillset 1 to move a call to skillset 2 after five minutes, and you set up skillset 2 to move a call to skillset 1 after two minutes, a call in skillset 1 will be moved to skillset 2 after five minutes. The call will move back to skillset 1 after an additional two minutes, then back to skillset 2 after an additional five minutes.

???Whether there are agents logged on to the skillset. If there are no agents logged on to the skillset, the call is sent to the destination that you specify. If you select the Agents Not Logged In check box, the overflow rule applies if there are no agents logged on to the skillset. If you do not select the Agents Not Logged In check box, the overflow rule applies if there are agents logged on to the skillset.

Note: You can select both conditions within the same rule. The rule applies when both conditions are met.

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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.

???sending the call to the skillset mailbox

???transferring the call to an extension, external number, mailbox, skillset mailbox, Automated Attendant, CCR Tree or operator

???changing the priority of the call

Note: Note: if an overflow step is configured for No Agents, the overflow rule executes right away, and even a forced greeting will not play. If you want to play the greeting, configure a timer with the No Agents rule.

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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. If a call is not answered by an agent within two and a half minutes, the call overflows to skillsets 2 and 3, the sales department skillsets. An agent from any of the three skillsets can answer the call.

The Call Center Administrator:

???selects the Day service mode

???sets the timer for 2 minutes and 30 seconds

???selects Overflow to Skillset as the action

???selects skillsets 2 and 3

Note: If you want calls to overflow to multiple skillsets, specify all the skillsets in the same rule. The call bypasses skillsets with busy agents and overflows to the next skillset with an available agent.

Example 2

In this example, calls to the call center go to skillset 1. The Administrator wants to ensure that lower priority calls do not wait in a skillset indefinitely. If a call waits for 2 minutes or more, a higher priority is assigned to the call.

The Call Center Administrator:

???selects the 24 Hour Service mode

???sets the timer for 2 minutes

???selects Change Call Priority only as the action and selects 1 as the new call priority

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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.

The Call Center Administrator:

???selects the Day service mode

???selects the Agents not logged in check box

???selects Move to Skillset as the action

???selects skillset 2

Example 4

In this example, calls to the call center go to skillset 1, which is the company help line. If no agents are logged on to skillset 1, the call immediately moves to skillset 2. If agents are logged on to skillset 1 and the call is not answered within two and a half minutes, the call transfers to the skillset mailbox where the caller can leave a message.

The Call Center Administrator creates two rules. In the first rule the Call Center Administrator:

???selects the 24 Hour service mode

???selects the Agents not logged in check box

???selects Move to Skillset as the action

???selects skillset 2

In the second rule the Call Center Administrator:

???selects the 24 Hour service mode

???sets the timer to 2 minutes and 30 seconds

???selects the skillset mailbox as the action

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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.

The Call Center Administrator creates two rules. In the first rule the Call Center Administrator:

???selects the Day service mode

???sets the timer to 2 minutes and 30 seconds

???selects the Agents not logged in check box

???selects Overflow to skillset as the action

???selects skillset 2

In the second rule the Call Center Administrator:

???selects the Day service mode

???sets the timer to 4 minutes and 30 seconds

???selects the Agents not logged in check box

???selects the skillset mailbox as the action

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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. The Call Center Administrator:

???selects the Night service mode for both rules

???sets the timer to 2 minutes and 30 seconds as the condition for the first rule

???selects the Agents not logged in check box as the condition for the second rule

???selects the skillset mailbox as the action for both rules

Example 7

In this example, calls to the call center go to skillset 1, which is the company???s order desk. Skillset 1 agents are the company???s experienced sales agents. If no agents are logged on to skillset 1 and if the call is not answered by an agent within two and a half minutes, the call overflows to skillset 2. Skillset 2 agents are the company???s less experienced sales agents.

The Call Center Administrator:

???selects the Day service mode

???sets the timer to 2 minutes and 30 seconds

???selects the Agents not logged in check box

???selects Overflow as the action

???selects skillset 2

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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.

In the first rule the Call Center Administrator:

???selects the Day service mode

???sets the timer to 10 seconds

???sets Overflow as the action

???selects skillsets 2, 3 and 4

In the second rule the Call Center Administrator:

???selects the Day service mode

???sets the timer to 30 seconds

???selects the skillset mailbox as the action

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Adding Overflow rules

<2>: Timeout:

RETRYOK

1Press ??????????.

Enter the Call Center Administrator Mailbox number and password,

and then press OK.

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to change and press OK.

6The display shows whether the skillset is enabled or disabled. You must disable the skillset before you make changes to it. To disable the skillset Press CHNG and press NEXT to continue.

7Press NEXT to continue.

8Press OTHR.

9Press OVFLW.

10Press ADD.

11The display shows the Overflow rule number

Select whether you want the rule to apply to Day, Night or 24 Hour mode. Day is the default.

12Select TIME if you want Overflow Routing to time how long the call waits in the skillset before it goes to the destination that you specify

or

select NOAGNT if you want Overflow to apply if there are no agents logged onto the skillset

or

select BOTH if you want Overflow to apply if you want TIME and NOAGNT to apply.

13Enter the time that a call waits in the skillset before it goes to the destination that you specify and press OK.

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2: Overflow To

SSMBX OFLSS OTHR

<Data prompt>

RETRYOK

Another rule?

YESNO

14Press 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.

15Enter the information about where you want to overflow calls and press OK.

The appearance of this display depends on what kind of overflow you choose.

16Press YES if you want to change or view another Overflow rule or

press NO to return to the Overflow display shown in step 11 or

press ??to end the session.

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Changing and viewing Overflow rules

Log:

QUIT RETRY OK

1: time

CHANGE NEXT

1Press ??????????.

Enter the Call Center Administrator Mailbox number and password,

and then press OK.

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to change and press OK.

6The display shows whether the skillset is enabled or disabled. You must disable the skillset before you make changes to it. To disable the skillset Press CHNG and press NEXT to continue.

7Press NEXT to continue.

8Press NEXT to continue.

9Press OTHR.

10Press OVFLW.

11Press CHNG.

12The first Overflow rule, shown here as rule 1, is displayed.

If you want to change another rule, press NEXT until you see the display in step 17.

Press CHANGE if you want to change the mode of the Overflow rule (mode is either Day, Night or 24 Hour)

or

press NEXT to continue.

13Press CHANGE if you want to change the time of the Overflow rule or

press NEXT to continue.

If you do not have a time set for this Overflow rule this display does not appear.

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1: No agents

CHANGE NEXT

1: <info>

CHANGE MORE NEXT

1: Priority

CHANGE NEXT

14Press CHANGE if you want to change the agent setting of the Overflow rule

or

press NEXT to continue.

15The 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.

16Press CHANGE if you want to change the priority of the Overflow rule

or

press NEXT to continue.

If you do not have a priority setting configured this display does not appear.

17Press Yes if you want to change or view another Overflow rule or

press no to return to the Overflow rules display shown in step 11 or press ??to end the session.

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Deleting Overflow rules

Log:

QUIT RETRY OK

1Press ??????????.

Enter the Call Center Administrator Mailbox number and password,

and then press OK.

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to change and press OK.

6The display shows whether the skillset is enabled or disabled. You must disable the skillset before you make changes to it. To disable the skillset Press CHNG and press NEXT to continue.

7Press NEXT to continue.

8Press OTHR.

9Press OVFLW.

10Press DEL.

11Press SINGLE to erase one rule and go to step 13 or

press ALL to erase all the overflow rules for the skillset and go to the next step.

12Press YES to erase all the overflow rules for the skillset and go to step 15.

13Enter the number of the rule you want to delete and press OK.

14Press OK to confirm the deletion or

press CHNG and enter the number of the rule you want to delete.

15Press ??to end the session.

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127

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. Set up the Day Routing Table for your business hours. Set up the Night Routing Table for your non-business hours.

The maximum number of steps you can add to a routing table is 20. You can record the routing table steps you create in ???Routing Tables??? on page 178.

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.

Setting up DID routing

You can route calls based on their Direct Inward Dialing (DID) number. DID is the ability to make a telephone call directly to an internal extension, without having to go through the operator.

To route DID calls, set up a DID target line and assign the target line to a skillset.

To set up DID routing for CallPilot 100/150

1From a Norstar telephone, set up a DID target line.

For information about setting up a DID target line refer to the Norstar System Coordinator Guide.

2Configure the target line number to be answered by Call Center.

For information about configuring lines refer to ???Configuring lines??? on page 29.

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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. If a fax transmission starts several seconds after the start of a greeting, it is possible for the fax tone not to be detected.

If you do not set up the routing table to detect a fax call, some fax calls can be routed to agents, and some fax calls can be routed to the routing table???s skillset mailbox.

To enable a routing table to detect fax calls, change the first step.

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About types of Routing Table steps

You can add these types of steps to routing tables:

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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. For more information refer to ???Fax Detection??? on page 128.

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Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Skillset:

RETRY QUIT OK

Status: xxxxxx

CHNGNEXT

Skill mbox pswd

RESET NEXT

Skillset Admin

PARM AGENT OTHR

Skillset Admin

ROUTE OVFLW UNCF

Route Table

DAY NIGHT QUIT

Day routing

SETUP QUIT

Step 1

DIST GRTG OTHR

Greeting type

EWT NORMAL

CC greeting: x

RETRYOK

CC greeting: x

RETRY PLAY OK

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to add a Greeting step to and press OK.

6If the skillset is enabled, press CHNG to disable it. Press NEXT.

7Press NEXT to continue.

8Press OTHR.

9Press ROUTE.

10Press DAY or NIGHT.

In this example, Day is shown.

11Press SETUP.

12Press GRTG.

13Press NORMAL.

14Enter the number of the greeting you want to use and press OK.

15Press OK.

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AA Key: 1

CHNG DISABL NEXT

AA Key: disable

CHNG NEXT

AA Key:

RETRYOK

AA Key: x

CHNG DISABL NEXT

Oper Key: 0

CHNG DISABL NEXT

Oper Key:

RETRYOK

Oper Key: x

CHNG DISABL NEXT

Mbox Key: 9

CHNG DISABL NEXT

17The display shows the default key for the Automated Attendant. Press CHNG if you want to change the key that callers press to reach the Automated Attendant

or

press DISABL if you do not want callers to be able to press a key to reach the Automated Attendant, press NEXT and go to step 20

or

press NEXT to accept the default key and go to step 20.

18Enter the key you want to assign for the Automated Attendant and press OK.

19Press NEXT.

20The display shows the default key for the Operator.

Press CHNG if you want to change the key that callers press to reach the Operator

or

press DISABL if you do not want callers to be able to press a key to reach the Operator, press NEXT and go to step 23

or

press NEXT to accept the default key and go to step 23.

21Enter the key you want to assign for the Operator and press OK.

22Press NEXT.

23The display shows the default key for the skillset mailbox.

Press CHNG if you want to change the key that callers press to reach the skillset mailbox

or

press DISABL if you do not want callers to be able to press a key to reach the skillset mailbox, press NEXT and go to step 26

or

press NEXT to accept the default key and go to step 26.

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Chapter 10 Routing table administration 133

Mbox Key:

RETRYOK

Oper Key: x

CHNG DISABL NEXT

CCR Key: 2 Tr: 1

CHNG DISABL OK

24Enter the key you want to assign for the skillset mailbox and press

OK.

25Press NEXT.

26The display shows the default key for a CCR Tree.

Press CHNG if you want to change the key that callers press to reach the CCR Tree

or

press DISABL if you do not want callers to be able to press a key to reach the skillset mailbox, press NEXT and go to step 30

or

press OK to accept the default key and go to step 30.

Note: You cannot let callers transfer to a CCR Tree unless you have created a CCR Tree. Refer to the CallPilot Telephone Administration Guide or the CallPilot Manager Set Up and Operation Guide.

27Enter the key you want to assign for the CCR Tree and press OK.

28Press NEXT.

29Enter the number of the CCR Tree you want callers to transfer to and press OK.

30Press OK.

31Press OK.

32Press YES to continue to build the table or

press ??to end the session.

If you want to continue to add steps to the table:

???To add a Distribute for step, start at step 10 of ???Adding a Distribute for step??? on page 134.

???To add a Goto for step, start at step 10 of ???Adding a Goto step??? on page 135.

???To add a Transfer step, start at step 10 of ???Adding a Transfer step??? on page 136.

???To add a Disconnect step, start at step 10 of ???Adding a Disconnect step??? on page 138.

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 only modify the steps that you created. If you have set up a routing table and you want to add or remove steps, you must erase the table and create it again.

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Adding a Distribute for step

Distribute for steps put callers on hold while they wait for an agent.

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Skillset:

RETRY QUIT OK

Status: xxxxxx

CHNGNEXT

Skill mbox pswd

RESET NEXT

Skillset Admin

PARM AGENT OTHR

Skillset Admin

ROUTE OVFLW UNCF

Route Table

DAY NIGHT QUIT

Day routing

SETUP QUIT

Another step?

YESQUIT

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to add a Distribute step to and press OK.

6If the skillset is enabled, press CHNG to disable it. Press NEXT.

7Press NEXT to continue.

8Press OTHR.

9Press ROUTE.

10Press DAY or NIGHT.

In this example, Day is shown.

11Press SETUP.

12Press DIST.

13The default hold time is 00:30.

Press CHNG to change the default time or

press OK to accept the default and go to step 16.

14Enter the hold time and press OK.

15Press OK.

16Press YES to add another step or

press ??to end the session.

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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.

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Skillset:

RETRY QUIT OK

Status: xxxxxx

CHNGNEXT

Skill mbox pswd

RESET NEXT

Skillset Admin

PARM AGENT OTHR

Skillset Admin

ROUTE OVFLW UNCF

Route Table

DAY NIGHT QUIT

Table complete

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to add a Goto step to and press OK.

6If the skillset is enabled, press CHNG to disable it. Press NEXT.

7Press NEXT to continue.

8Press OTHR.

9Press ROUTE.

10Press DAY or NIGHT.

In this example, Day is shown.

11Press SETUP.

12Press OTHR.

13Press GOTO.

14Press CHNG until the step is displayed that you want the call to go to and press OK

or

press OK to accept the step that is shown.

15This display appears.

After you add a Goto step you cannot add more steps to the table.

16Press ??to end the session.

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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

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Skillset:

RETRY QUIT OK

Status: xxxxxx

CHNGNEXT

Skill mbox pswd

RESET NEXT

Skillset Admin

PARM AGENT OTHR

Skillset Admin

ROUTE OVFLW UNCF

Route Table

DAY NIGHT QUIT

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to add a Greeting step to and press OK.

6If the skillset is enabled, press CHNG to disable it. Press NEXT.

7Press NEXT to continue.

8Press OTHR.

9Press ROUTE.

10Press DAY or NIGHT.

In this example, Day is shown.

11Press SETUP.

12Press OTHR.

13Press XFER.

Goto appears only if this is not the first step.

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Chapter 10 Routing table administration 137

Step x

EXTN MBOX OTHR

Route Table

DAY NIGHT QUIT

14Add the type of transfer step you want to the Routing Table. To transfer to an extension:

???Press EXTN

???Enter the extension number and press OK

To transfer to a mailbox:

???Press MBOX

???Enter the mailbox number and press OK

To transfer to an external number:

???Press OTHR

???Press EXTERN

???Press CHNG to select a line, pool or route as the outdial method

???Press NEXT

???Enter the line or line pool number and press OK

???Press OK

???Enter the telephone number you want to transfer the call to

???Press OK

To transfer to the Automated Attendant:

???Press OTHR

???Press AA

???Press CHNG

???Enter the number of the AA table and press OK

To transfer to the Operator:

???Press OTHR

???Press OTHR

???Press OPER

???Press OK

To transfer to a CCR Tree:

???Press OTHR

???Press OTHR

???Press OTHR

???Press CCR

???Enter the number of the CCR Tree and press OK

???Press OK

15Press YES to add another step or

press ??to end the session.

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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.

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Skillset:

RETRY QUIT OK

Status: xxxxxx

CHNGNEXT

Skill mbox pswd

RESET NEXT

Skillset Admin

PARM AGENT OTHR

Skillset Admin

ROUTE OVFLW UNCF

Route Table

DAY NIGHT QUIT

Day routing

SETUP QUIT

Disconnect

OK

Table complete

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to add a Disconnect step to and press OK.

6If the skillset is enabled, press CHNG to disable it. Press NEXT.

7Press NEXT to continue.

8Press OTHR.

9Press ROUTE.

10Press DAY or NIGHT.

In this example, Day is shown.

11Press SETUP.

12Press OTHR.

13Press DISC.

14Press OK.

15Press ??to end the session.

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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???.

Example of Day Routing Table steps

To set up the Day Routing Table example

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to set up and press OK.

6If the skillset is enabled, press CHNG to disable it. Press NEXT.

7Press NEXT to continue.

8Press OTHR.

9Press ROUTE.

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Route Table

DAY NIGHT QUIT

Day routing

SETUP QUIT

Greeting type

EWT NORMAL

Step 1

DIST GRTG OTHR

CC greeting: x

RETRYOK

CC greeting: x

RETRY PLAY OK

Type: Force

Norm XFER OK

Type: Norm

Force XFER OK

Another step?

YESQUIT

Step 2

DIST GRTG OTHR

Another step?

YESQUIT

Step 3

DIST GRTG OTHR

Greeting type

EWT NORMAL

CC greeting: x

RETRYOK

CC greeting: x

RETRY PLAY OK

Type: Norm

Force XFER OK

AA Key: 1

CHNG DISABL NEXT

Oper Key: 0

CHNG DISABL NEXT

Mbox Key: 9

CHNG DISABL NEXT

10Press DAY.

11Press SETUP.

12Press NORMAL.

13Press GRTG.

14Enter the number of the greeting you want to use and press OK.

15Press OK.

16Press Force and press OK.

17Press OK.

18Press YES to continue to build the table.

19Press DIST.

20Press CHNG.

21Enter 0100 and press OK.

22Press OK.

23Press YES.

24Press GRTG.

25Press NORMAL.

26Enter the number of the greeting you want to use and press OK.

27Press OK.

28Press XFER.

29Press NEXT.

30Press NEXT.

31Press NEXT.

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CCR Key: 2 Tr: 1

CHNG DISABL OK

Type: Norm Xfer

Force XFER OK

Another step?

YESQUIT

Step 4

DIST GRTG OTHR

Another step?

YESQUIT

Step 5

DIST GRTG OTHR

Greeting type

EWT NORMAL

CC greeting:

RETRYOK

CC greeting: 3

RETRY PLAY OK

Type: Norm

Force XFER OK

AA Key: 1

CHNG DISABL NEXT

AA Key: disable

CHNGNEXT

Oper Key: 0

CHNG DISABL NEXT

Mbox Key: 9

CHNG DISABL NEXT

MBox Key: disable

CHNGNEXT

Another step?

YESQUIT

Step 6

DIST GRTG OTHR

Step 6

DISC XFER GOTO

32Press OK.

33Press OK.

34Press YES.

35Press DIST.

36Press OK.

37Press YES.

38Press GRTG.

39Press NORMAL.

40Press 3 and press OK.

41Press OK.

42Press XFER.

43Press DISABL.

44Press NEXT.

45Press NEXT.

46Press DISABL.

47Press NEXT.

48Press DISABL.

49Press OK.

50Press OK.

51Press YES.

52Press OTHR.

53Press GOTO.

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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

To set up the Night Routing Table example

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Skillset:

RETRY QUIT OK

Status: xxxxxx

CHNGNEXT

Skill mbox pswd

RESET NEXT

Skill mbox pswd

RESET NEXT

Skillset Admin

PARM AGENT OTHR

Skillset Admin

ROUTE OVFLW UNCF

Route Table

DAY NIGHT QUIT

Night routing

SETUP QUIT

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to set up and press OK.

6If the skillset is enabled, press CHNG to disable it. Press NEXT.

7Press NEXT to continue.

8Press NEXT to continue.

9Press OTHR.

10Press ROUTE.

11Press NIGHT.

12Press SETUP.

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Greeting type

EWT NORMAL

Step 1

DIST GRTG OTHR

CC greeting: x

RETRYOK

CC greeting: x

RETRY PLAY OK

Type: Norm

Force XFER OK

AA Key: 1

CHNG DISABL NEXT

Oper Key: 0

CHNG DISABL NEXT

Mbox Key: 9

CHNG DISABL NEXT

CCR Key: 2 Tr: 1

CHNG DISABL OK

Type: Norm Xfer

Force XFER OK

Another step?

YESQUIT

13Press NORMAL.

14Press GRTG.

15Press 6 and press OK.

16Press OK.

17Press XFER.

18Press NEXT.

19Press NEXT.

20Press NEXT.

21Press OK.

22Press OK.

23Press YES.

24Press OTHR.

25Press DISC.

26Press OK.

27Press ??to end the session

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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.

Reviewing Routing Table steps

Log:

QUIT RETRY OK

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Skillset:

RETRY QUIT OK

Status: xxxxxx

CHNGNEXT

Skill mbox pswd

RESET NEXT

Skillset Admin

PARM AGENT OTHR

Skillset Admin

ROUTE OVFLW UNCF

Route Table

DAY NIGHT QUIT

Day routing

VIEW ERASE INS

1: xxxxx

CHNGNEXT

End table

ADDQUIT

Route Table

DAY NIGHT QUIT

1Press ??????????.

Enter the Call Center Administrator mailbox number and password, and then press OK.

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to review and press OK.

6Press NEXT.

7Press NEXT to continue.

8Press OTHR.

9Press ROUTE.

10Press DAY or NIGHT.

In this example, Day is shown.

11Press VIEW.

12Press NEXT to view each remaining step.

13This display appears when you reach the last step.

14Press ??to end the session.

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Modifying Routing Table steps

Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Skillset:

RETRY QUIT OK

Status: xxxxxx

CHNGNEXT

Skill mbox pswd

RESET NEXT

Skillset Admin

PARM AGENT OTHR

Skillset Admin

ROUTE OVFLW UNCF

Route Table

DAY NIGHT QUIT

Day routing:

VIEW ERASE INS

1: xxxx

CHNGNEXT

xxxxxxx:

RETRYOK

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to modify a step for and press OK.

6If the skillset is enabled, press CHNG to disable it. Press NEXT.

7Press NEXT to continue.

8Press OTHR.

9Press ROUTE.

10Press DAY or NIGHT.

In this example, Day is shown.

11Press VIEW.

12The display shows the first step in the routing table. Press CHNG if this is the step you want to change

or

press NEXT until you find the step you want to change and then press CHNG.

13Change the parameters for the step and press OK.

xxxxxxx:14 The display shows the new parameters for the step.

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Admin

MBOX AA OTHR

Admin

GLIST CCR CC

CC Admin

AGENT SKILL OTHR

Skillset:

RETRY QUIT OK

Status: xxxxxx

CHNGNEXT

Skill mbox pswd

RESET NEXT

Skillset Admin

PARM AGENT OTHR

Skillset Admin

ROUTE OVFLW UNCF

Route Table

DAY NIGHT QUIT

Day routing

VIEW ERASE INS

Erase table?

YESQUIT

Table erased

Day routing

SETUP QUIT

2Press OTHR.

3Press CC.

4Press SKILL.

5Enter the number of the skillset you want to delete a routing table from and press OK.

6If the skillset is enabled, press CHNG to disable it. Press NEXT.

7Press NEXT to continue.

8Press OTHR.

9Press ROUTE.

10Press DAY or NIGHT.

In this example, Day is shown.

11Press ERASE.

12Press YES.

13This display appears briefly.

14Press SETUP if you want to create a new routing table or

press ??to end the session.

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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 (?????????). There are six possible Service Modes:

To set the Service Mode for a skillset

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Note: Remember to manually choose the Day Routing Table or the Automatic Service Mode when your business returns to regular hours.

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151

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 ???????????.

NOTE: To use ???????????, we recommend you program it to a memory button and press the ???????????memory button to monitor agent calls.

For more information on monitoring agents, refer to the Call Center Supervisor Guide.

Monitoring agent calls with Silent Monitor

When you monitor calls as a Silent Monitor, you are not detected by the agent or callers. You monitor all of the calls on an agent's telephone, rather than on a call-by-call basis. When the current call is completed, the monitoring session of the agent continues. You do not have to reestablish the monitoring session. You must be logged on before you can monitor calls.

Note: While you monitor an agent???s calls you monitor all of their calls, including their personal calls. Tell agents that if they make a call that they do not want monitored, they must first log off as an agent, then log on again when they complete the call.

We recommend you program a memory button with ???????????, and then press the ???????????memory button to monitor calls. If the memory button you choose has an indicator, the indicator shows your log on status. You do not have Call Center calls sent to you while you use

???????????.

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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. In North America the default is silent.

To set up Silent Monitor

For monitoring to be silent, you must set up Silent Monitor on your CallPilot system through telephone administration. If you do not have access to telephone administration, ask your system administrator to set up Silent Monitor.

1Under Featr settings press ???. The display shows Backgrnd Music: N.

2Press ???until the display shows Silent Monitor:Y.

3Press CHANGE to select Y or N.

4Press ??to exit, or ???to continue programming.

Refer to the MICS ICS 7.0 System Coordinator Guide for information about using the Silent Monitor on CallPilot 100/150. If you use a CallPilot system, Silent Monitor is available only if you use a MICS 7.0 KSU system or later.

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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 the original call.

Monitoring tips

???More than one supervisor can log on to the same skillset.

???An agent can be monitored by only one supervisor at a time.

???While you are on a call, do not initiate a monitoring session.

???You must use a two line display telephone.

???Use a headset rather than handsfree when you monitor calls. This ensures call privacy and reduces the office noise level. Check the documentation for your telephone to make sure that you can use a headset with it.

Note: You cannot monitor an agent who is:

???on a conference call

???using an Answer DN

???on an ISDN or Companion set

???on any type of call if the maximum number of conference bridges (6) are being used

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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 Waiting Calls lets you know when a skillset in your call center gets very busy. You can ask qualified agents to log on to the busy skillset.

To monitor skillsets

1Press ??????????.

The skillset display for skillset 1 appears.

Note: If at any time during a monitoring session you press a programmed memory key your monitoring session ends. Do not press a memory key unless you want to end your monitoring session.

Note: If you have the Call Center Reporting option enabled, you can monitor and record call activity from a computer that is running Call Center Reporting. You need a software authorization code to use Call Center Reporting. Contact your vendor if you are interested in purchasing or trialing Call Center Reporting.

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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.

Skill 1: Enabled

GOTO SKILL NEXT

1: 7 agents

GOTO SKILL NEXT

1: 2 calls

GOTO SKILL NEXT

1: wait 4:00

GOTO SKILL NEXT

1Press ??????????.

2Press NEXT to monitor skillset 1.

In this example, skillset 1 is enabled and appears on the display first. If skillset 1 is not enabled, press NEXT to go to skillset 2. To monitor the next skillset, press SKILL at any time.

To monitor another skillset, press GOTO and enter the skillset number.

3The display shows the number of agents logged on to skillset 1. Press NEXT.

4The display shows the calls that are currently waiting to be answered by agents in skillset 1.

Press NEXT.

5The display shows that the call waiting the longest in skillset 1 has been waiting for four minutes.

6Press ??to end the session or

press GOTO to monitor another skillset and enter the skillset number

or

press NEXT to monitor skillset 2.

To monitor calls using a one or two line telephone

You can monitor calls using a one line telephone. While you are using ??????????, on a one line or a two line telephone you can:

???press ???for GOTO to enter the number of the skillset you want to monitor

???press ??for NEXT

???press ???or ???for SKILL to monitor the next enabled skillset

???press ???for PREV to go to previous menu

???press ??to go to the next menu

???press ???to cancel the session

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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.

???If the indicator is off, all of the calls are within the acceptable wait time.

???If the indicator is flashing slowly, at least one call has exceeded the first alert time.

???If the indicator is flashing quickly, at least one call in the skillset has exceeded the second alert time.

For information on setting what the wait times are refer to ???Setting Call Center general properties??? on page 25.

For information on Primary and Secondary alert times, refer to ???Primary and Secondary alert times??? on page 25.

Taking some Not Ready time

If you use ??????????(Not Ready), you do not receive Call Center calls. You can program a Break Time, which makes Call Center automatically wait a short time before it routes the next call to you. You use Break Time to complete any tasks, such as paperwork, required by the last call. If you need some extra time, use Not Ready to prevent Call Center from routing another call to you. Do not use the Do Not Disturb feature. You can use Not Ready while a call is ringing on your telephone. The call that is ringing on your telephone goes back to the skillset. You can program a memory button with an indicator instead of pressing ??????????.

For how to program a memory button, refer to ???Programming a memory button with a Feature Code??? on page 19. For more information about Break Time refer to ???Break Time??? on page 41.

Note: While you use Not Ready, you still receive non-Call Center, intercom and transferred calls.

Using Not Ready

1Press ??????????. Make Not Ready appears on the display.

If you press ??????????and Break canceled appears on the display, you canceled the Break Time that the Call Center Administrator programmed for you. You must press ??????????again to activate the Not Ready feature.

If you press ??????????and Agent active appears, the Not Ready feature was on and you canceled it. Press ??????????again to activate Not Ready.

2When you are ready to take calls again, cancel the Not Ready feature by pressing

??????????.

If Not ready appears, press ??????????again.

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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.

???If the indicator is flashing, the Break Time feature is on.

For how to program a memory button, refer to ???Programming a memory button with a Feature Code??? on page 19.

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Logging off

Log off when you complete your shift or will be away from your telephone for an extended period.

1Press ???????????.

2Enter your Agent ID and press OK or ??.

3Enter your password and press OK or ??.

4Press OUT. If OUT does not appear, you are not logged on to any skillsets.

5Press 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.

6Press OK.

7You are logged off from the skillset number displayed, or from all skillsets if ALL is displayed.

8Press ??.

Changing your password

Keep your password confidential. Change your password regularly, about every 30 days.

1Press ???????????.

2Enter your Agent or Supervisor ID number and press OK.

3Enter your password and press OK.

The default password you enter to log on for the first time, or if your password is reset, is 0000. If you use the default password you must change your password.

4Press ADMIN.

5Enter a new password from four to eight digits long and press OK.

6Enter your new password again and press OK.

7Press ??.

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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. It is not intended for routine consultations or when the agent is not on a Call Center call.

A supervisor who receives a help request can accept, deny, or ignore it. A request that is denied or ignored is escalated, and a larger group of supervisors is notified of the request. A supervisor can choose to escalate a request so that it is broadcast to other supervisors who may be better able to handle the request. If a supervisor receives a request while they are not at their set, their ???????????indicator flashes slowly to inform them of the missed request.

If a help request is escalated to a supervisor, their ???????????indicator flashes quickly to inform them of the request. If the call for an escalated help request is still active, the supervisor can accept the request by pressing the ???????????feature key. They do not have to be monitoring agents at the time, but can be answering Call Center calls.

Note: Supervisors who use Make Busy ??????????are still available for help requests.

When a supervisor accepts an agent???s request for help, a Silent Monitor session starts and the supervisor begins monitoring the agent???s call. The agent who requested help is informed when the monitoring session begins. If the supervisor is already monitoring the call of the agent who requests help, the supervisor is considered to have accepted the request for help.

How Supervisor Help works

To use Supervisor Help supervisors must have a memory button programmed with the Supervisor Help feature code ???????????. The programmed key must have an LCD indicator. The memory button can have a distinct bright color so it can easily be distinguished from the other buttons. For how to program a memory button refer to ???Programming a memory button with a Feature Code??? on page 19.

When a supervisor is selected to answer an agent???s help request, the supervisor???s telephone rings once with a distinctive tone, and the Supervisor Help LCD indicator lights up and a message appears on the supervisor???s display to accept or deny the call.

As soon as the supervisor accepts the request, Call Center starts a Silent Monitor session between the supervisor and the agent.

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If the supervisor denies or ignores a help request, the request is escalated. The ??????????? 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.

An escalated request goes to supervisors as follows:

Agents can request Supervisor Help only if they are on an active Call Center call. They cannot use Supervisor Help if they are not logged in, not ready, idle, have a call on hold, or are on a non-Call Center call. An agent can cancel Supervisor Help at any time before a supervisor answers the request.

When an agent requests Supervisor Help, Call Center looks for a single suitable supervisor to handle the request. If no supervisor is available, or the selected supervisor denies or ignores the request, the request is escalated. You set up supervisor selection to be either system wide or skillset based. System wide selection looks for all the available supervisors. Skillset based selection looks for only the supervisors who are assigned to the skillsets the agent is logged on to.

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Configuring Supervisor Help

To set up Supervisor Help you must configure the general Call Center properties for request timeout and supervisor selection method.

How to handle Supervisor help requests

Supervisors can program the Supervise feature (F906) onto a memory button of their telephone.

1Launch Supervisor Help by pressing ???????????or the F906 memory button on your telephone.

the time and date of the request, caller ID and caller name of the agent???s call.

You can press the JOIN softkey or the MUTE button on your telephone to join in the call.

NOTE: Depending on what system you use, the Join and Mute softkeys may not appear.

4 When the help session is complete, press ??to end the session.

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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.

A supervisor can accept the call by pressing the YES softkey. After the supervisor accepts the request, the request no longer appears to other supervisors who are retrieving help requests. Their displays show the next escalated request, or the first missed request if there are no more escalated requests, or ???No help requests??? if there are no more missed requests.

For a missed request, the prompt ???xx:aname asked??? appears, and the supervisor can retrieve information about the call by pressing the INFO softkey, or can move to the next request by pressing the NEXT softkey.

An example of retrieving an escalated request

The supervisor launches the Supervisor Help feature by pressing the Supervisor Help (F906) feature key.

For a missed request, the prompt ???aa asked help??? appears???.

After a missed request is viewed by a supervisor, it is not shown to any other supervisor.

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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. The agent must manually cancel Auto Busy Mode to resume accepting calls.

Skillset administration

???If a call comes in on a line that belongs to a skillset with no available agents, the call is not answered until either the Delay Answer Time elapses or an agent becomes available for the call.

During the Delay Answer period when the caller hears ringback, the line the call comes in on still rings on the sets configured to answer this line.

If your call center has long Delay Answer Times (longer than about 10 seconds), in your greeting specify to callers that their call is being tracked by Call Center. Otherwise, it is possible for callers not to understand the long ringback delay and hang up.

Call Center greetings

???Record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20 seconds, waiting callers must wait longer before they hear a greeting. The longest recorded greeting for a skillset affects the frequency with which callers hear greetings. If your greeting length times vary a lot, there is a very large variance in how often callers hear greetings. Therefore it is best to keep greetings similar lengths if possible, about 20 seconds each.

???Ensure that when you record a greeting that transfers callers to a skillset mailbox you include in the greeting: ???To leave a message in the mailbox press ????? (or the keypad button you designate for the skillset mailbox).

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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.

???When a Forced Play greeting plays for the highest priority call in a skillset, the other lower priority calls in the skillset have to wait even if agents become available during this time. For example, the longest waiting call, which is the highest priority call, gets routed to a Forced Play greeting. Agents become available during the time that the highest priority call is played a Forced Play greeting. The result is that no calls in this skillset are routed to an agent until the Forced Play greeting is finished playing to the highest priority call. This guarantees that the highest priority call is answered before lower priority calls in the skillset.

???Ensure that an Intelligent Caller Input Routing, Basic transfers calls to a skillset mailbox if you want callers to be able to press ??to leave a message in a skillset mailbox. Remember to mention in the greeting to press ??to leave a message in a mailbox.

???Program Intelligent Caller Input Routing, Basic to transfer calls to a skillset mailbox for Non-business hours greetings so that you do not miss any messages.

???If a Goto step follows a greeting, make a Distribution step the target for the Goto step. If you make the Goto target step after a Greeting step another Greeting step, callers hear two greetings in a row.

Call Center general parameters

???Do not assign all the available voice channels as reserved channels. Otherwise, there will be no channels available for voicemail.

???A reserved or voice channel is used when:

???a Call Center greeting is played to a caller

???Off-premise Message Notification notifies you of a message in a skillset mailbox

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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:

???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 normally handle

???In a call center where external calls are not transferred or forwarded to Call Center, the maximum number of calls is the same as the number of lines programmed to be answered by Call Center

???In a call center where external calls are frequently transferred or forwarded to Call Center, the maximum number of calls is the total number of lines on the system.

For information on how calls transfer to a skillset, refer to ???How incoming calls are sent to a skillset??? on page 39.

???voice channels is the estimated number of voice channels available to Call Center

???The minimum number of voice channels available is equal to the number of reserved channels you set up in General call center parameters. Additional channels that are not used by CallPilot can also be used. For example, even though you assign two reserved channels when you set up the General Call Center parameters, Call Center can use additional voice channels if and when they are available.

???maximum greeting length is the duration of the longest greeting of a skillset in seconds

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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. When you set up skillset parameters for skillset 2, assign a time to the Overflow parameter. Then callers can still speak to an agent.

???When no agents are logged on to any skillset, ensure that the Call Center greetings you use for the Routing Table have Transfers set up. If a Call Center greeting transfers to a skillset mailbox, callers can press ??to leave a message in the skillset mailbox. Ensure that the greeting includes that callers can press ??to leave a message in a mailbox. ??is the default keypad button callers can press to transfer to the skillset mailbox. You can select a different number.

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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.

Resetting the Operator password

You can reset the Operator (?????????) password if it is lost or forgotten. ?????????is used by the receptionist, Operator and Call Center Administrator.

If you reset the Operator password it is reset to ??????????????????????(Operator).

To reset the Operator password

Set xxx

1Press ??????????.

2Press ???.

In this example, xxx represents the CDN for skillset 1.

3Enter ?????????????????????????????????????

(Resetoperpswd) and press OK.

4Press YES.

5The session ends.

The Operator password is now reset to ?????????????????????? (Operator.)

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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 to a skillset.

???If the agent wants to send the call to a specific agent or another person, the agent can enter the Transfer Feature Code (?????????)and enter the extension number.

???If the agent wants to send the call to a skillset, the agent can enter the Transfer Feature Code (?????????)and enter the CDN of a skillset to send the call to a skillset.

???If you are monitoring an agent and they transfer a call, you do not continue to hear the call. Agents who want to transfer a call to a mailbox should use ??????????.

Multimedia Call Center agents do not receive Call Center voice calls, but other Call Center agents can transfer voice calls to Multimedia Call Center agents.

Call Forward

Advise agents not to use Call Forward. An agent who uses Call Forward is automatically logged out or made auto busy, depending on their agent settings, after the number of rings for transfer callback elapses. Agents can use Call Forward to the voicemail DN.

Answer DN

If you are doing silent or muted monitoring, the only way agents should use Answer DN is if they program their portable set to be the Answer DN for their main telephone. This is because you will not be able to monitor calls that agents answer on their Answer DN. You can only monitor calls that agents answer from the set they are logged on to. For more information about using Answer DNs with Call Center, refer to the Norstar System Coordinator Guide.

If an agent uses their Answer DN telephone to answer a call that is transferred to them, Call Center does not recognize the agent as being busy, and still sends calls to the agent???s main set.

Agents who log on from a regular telephone and answer Call Center calls using an answer DN key from a portable telephone cannot use Supervisor Help.

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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. If a call is forwarded by CFNA to another agent and is answered by that agent, the original agent who has CFNA setting is made Not Ready or logged out instead of staying idle.

Preventing calls from ringing at an agent???s set

To prevent agents who are on a Call Center call from having a second internal call ring on their phone, set the Call Forward on Busy feature for your set to the voicemail DN.

For information on programming any of these settings, refer to the Norstar System Coordinator Guide if you use another system.

Hunt groups

Do not program an agent telephone to be a member of a Hunt Group.

Automatic Answer

How Automatic Answer works depends on what type of telephones your call center uses:

???Norstar telephones: If you use a headset, calls ring at the telephone and the headset, but calls go to the headset.

???Business Series Terminals: If you connect the headset before you connect the telephone cable to the phone jack, calls goes to the handsfree speaker. If you plug in the telephone before you connect the headset, calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button. Calls always ring at the set. Every time you reconnect the headset you must initialize the headset. Calls always ring at the set.

???T7316e: This type of telephone is safe to use for Automatic Answer.

Silent Monitor

If agents answer calls using features like Answer DN or Call Pickup on a set they are not logged onto, you cannot monitor these calls. You can do monitoring for wireless sets (including Companion, KIRK and DECT sets), only if the agent logs onto the set.

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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. The extension number of the skillset mailbox must be the same as the Control DN of the skillset. If the skillset mailbox has the wrong extension, you cannot change the properties for a skillset mailbox.

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Feature Codes

General Call Center parameters

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Call Center skillsets

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Call Center agents

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Skillset assignments

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Skillset mailboxes

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Routing Tables

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Line answering

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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. If a call exceeds the Primary or the Secondary alert time limit, a programmed memory button indicator flashes. A slow flash means that a call has exceeded the Primary alert time. A quick flash means that a call has exceeded the Secondary alert time.

Attendant

The attendant is the person who you assign to answer an extension number. The attendant can be a receptionist, operator or target attendant.

Automated Attendant (AA)

The Automated Attendant is an automatic answering service. AA answers incoming calls with a Company Greeting and a menu of options. AA routes calls in response to a caller???s dialpad selections. For a greater range of options and services for incoming calls, a Custom Call Routing (CCR) menu can be assigned to play instead of the Automated Attendant menu.

Automatic Answer

Automatic Answer is an agent parameter that force delivers calls to an agent. If Automatic Answer is enabled, the agent hears a tone that indicates that a call is delivered. The agent is automatically in the handsfree mode.

If Automatic Answer is not enabled, calls ring at the agent's telephone and the agent must manually answer the calls.

Break Time

Break Time is a time period you set up for agents to complete paperwork or other tasks after they finish a call. After an agent completes a call, no calls are routed to them for the Break Time. The agent can extend or cancel the Break Time by using the Not Ready Feature Code.

CCR

See Custom Call Routing.

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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. The Call Center Administrator monitors the overall performance of the call center and balances the staffing according to call traffic demands.

Call Forward All Calls (CFAC)

This feature forwards all calls from a telephone to another extension number. For example, all calls from a telephone can be forwarded to the CDN of a skillset.

Call Forward No Answer (CFNA)

This feature forwards unanswered calls from a telephone to another extension number. A call is considered unanswered if no one answers the call before a specified number of rings.

Call Forward On Busy (CFB)

This feature forwards all calls from a telephone to another extension if any of the lines assigned to the telephone are busy.

Channel

A channel is the voice path that Call Center uses to play greetings to callers. A voice channel is also the voice path used when anyone uses a Feature Code to access Call Center.

Class of Service

The Class of Service defines the values for mailboxes.

Control Directory Number (CDN)

The Control Directory Number (Control DN or CDN) is the extension number of a Call Center skillset. The CDN is the number used to transfer calls to a skillset. The CallPilot installer is responsible for assigning a CDN to each skillset before the skillset can be enabled.

Custom Call Routing (CCR)

CCR is a routing feature that you can program to present a customized menu of single-digit choices to callers. CCR automatically answers lines and presents callers with customized menus. With CCR, callers can listen to pre-recorded messages, leave a message in a skillset mailbox or transfer to an extension. With CCR you can replace

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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.

When a call comes in on a line for a skillset that does not have any free agents, the call is not answered until either the Delay Answer time elapses or an agent becomes available, whichever comes first.

Display Waiting Calls

Display Waiting Calls is a Feature Code that you and agents can use to display waiting calls and view real-time information about skillsets. The Display Waiting Calls/Skillset Status Feature Code shows:

???the skillset number and whether the skillset is enabled or disabled

???number skillset of agents logged into the skillset

???number of calls waiting

???the longest wait time of a call

DN

DN is a Directory Number or an extension number.

Greeting Table

The Greeting Table determines which recorded greeting is played and which line is answered according to the time of day.

Indicator

See memory button indicator.

Intelligent Caller Input Routing, Basic

Intelligent Caller Input Routing, Basic lets callers direct their calls to an Operator, Automated Attendant, skillset mailbox, CCR Tree.

Intelligent CLID/DNIS Routing

CLID/DNIS Routing is the initial routing that Call Center calls encounter. The CLID/ DNIS Routing you set up lets Call Center route calls quickly based on their incoming line number. Callers are routed to skillsets depending on who the caller calls, the line the call comes in on, or where the caller is calling from.

Longest idle

Longest idle is a method of call distribution that routes calls to the agent who has been available the longest. The other method of call distribution is Preferred.

MWI

See Message Waiting Indication.

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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.

Message Waiting Indication extension (MWI extension or MWI DN)

For each skillset mailbox, you can assign a telephone as the designated MWI extension. The Message Waiting Indication extension is an optional telephone number that indicates when 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.

Method of Call Distribution

The method of call distribution determines which of several available agents to route the call to. There are two methods of call distribution: Least Busy and Preferred. Least Busy routes calls to an agent who has been available the longest. Preferred routes calls to the agent with the highest priority (the best qualified agent).

Not Ready

Not Ready is a Feature Code that extends a Break Time if agents need additional time after a call to do paperwork or other tasks.

Off-premise Message Notification

Off-premise Message Notification is a feature that notifies you at a destination number when there are new or urgent messages in a skillset mailbox.

Priority

You assign a priority to each agent according to their qualifications. An agent can have a priority from 1 to 20. 1 is the highest priority. You can assign this priority to your most experienced agents.

Primary alert time

The Primary alert time is the first time limit that you assign for calls waiting in skillsets. If a call exceeds the Primary alert time limit, you are given a visual warning on programmed memory button indicators. The other alert time is Secondary alert time.

Make Not Ready (Return to Skillset)

Make Not Ready (Return to Skillset) is a property that controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent out of their skillset if they do not answer a call.

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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. These channels ensure that CallPilot does not use all the voice channels. See also voice channel.

Routing Table

Routing Tables handle incoming calls for each skillset. A Routing Table determines the order of greetings and hold times for callers while they wait to be routed to an available agent.

Skillset

Skillsets collect and distribute calls for departments such as ???sales??? and ???technical support???. If several calls arrive at the same time, the calls are held in a skillset where callers hear greetings and are put on hold until an agent is available.

Skillset mailbox

A skillset mailbox stores messages left by callers. The calls can be retrieved by designated agents.

Skillset name

The skillset name is a maximum of 16 characters. A skillset name is the same as the skillset mailbox name.

Subscriber

A subscriber is a mailbox owner.

Supervisor

A supervisor is an agent with supervisor status. A supervisor has additional capabilities, such as the ability to monitor calls between agents and callers.

Supervisor monitor

Supervisor monitor is a feature supervisors can use to monitor or participate in calls between agents and callers.

Voice channel

A voice channel is the voice path that Call Center uses to play greetings to callers.

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Index

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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

Voice ports

maximum number 10

Call Center Telephone Administration Guide