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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Contents
About Call Center telephone administration . . . . . . . . . . . . . . . . . . . . . . . . 15
Call Center Telephone Administration Guide
4 Contents
About
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Call Center Telephone Administration Guide
6 Contents
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Contents 7
Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Call Center Telephone Administration Guide
8 Contents
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Chapter 1
About Call Center
This guide leads a Call Center Administrator through setting up and operating Call Center on a CallPilot 100/150 or BCM50 system. You can program Call Center using any
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:
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:
EMEA (Europe, Middle East, Africa)
Technical Support - CTAS
Telephone:
00800 800 89009
Fax:
email:
emeahelp@nortelnetworks.com
CALA (Caribbean & Latin America)
Technical Support - CTAS
Telephone:
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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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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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
???
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
???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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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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36 Chapter 4 Call Center greetings
???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
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
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Chapter 5
Setting up skillsets
About skillsets
Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold calls for different call center departments, such as sales and technical support.
You can have a maximum of 2 skillsets for Basic Call Center or 30 skillsets for Enhanced Call Center.
You cannot change the properties of a skillset while it is enabled. You must disable the skillset. 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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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
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
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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52 Chapter 5 Setting up skillsets
Mo:
CHNG 24HR NEXT
Tu:
CHNG 24HR NEXT
Tu:
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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Chapter 5 Setting up skillsets 53
Unconfiguring a skillset
If you unconfigure a skillset, you erase the programming for the skillset. You can then reprogram the skillset.
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
???
???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
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
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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
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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About
Note: Set up
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.
Class of Service 1 has these default settings for
???
???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.
A person who receives an
The recipient of an
After you set the
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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
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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You can set up the parameters for
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
Setting up
Follow these instructions if you have not set up
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To set up
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
???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
???Go to step 3
3Press ADMIN or ???to set up
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
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<start time>
RETRYOK
Stop hhmm:
RETRYOK
<stop time>
RETRY AM PM
9Press OK or ??to accept the start time.
10Enter the time when
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
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
???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
???Go to step 3
3Press ADMIN or ???to set up
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
<start time>
RETRYOK
Stop hhmm:
RETRYOK
9Press OK or ??to accept the start time.
10Enter the time when
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<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
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
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
???Go to step 3
If you use the Norstar Voice Mail interface:
???Press ADMIN or ??
???Press ???to open the
???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
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
???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
???Go to step 3
3Press ADMIN or ???to set up
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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<start time>
RETRYOK
Stop hhmm:
RETRYOK
9Press OK or ??to accept the start time.
10Enter the time when
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
You can change the parameters and destinations for
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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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
???Go to step 3
If you use the Norstar Voice Mail interface:
???Press ADMIN or ??
???Press ???to open the
???Go to step 3
3Press ADMIN or ???to set up
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
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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
???Go to step 3
Msg notify
ADMIN SELECT
If you use the Norstar Voice Mail interface:
???Press ADMIN or ??
???Press ???to open the
???Go to step 3
3Press ADMIN or ???to change
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
<x> represents the destination number.
Press OK or ??to accept the destination number or
press RETRY or ???to
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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
???Go to step 3
Msg notify
ADMIN SELECT
If you use the Norstar Voice Mail interface:
???Press ADMIN or ??
???Press ???to open the
???Go to step 3
3Press ADMIN or ???to change
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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Deleting a destination number
If you have more than one destination number for
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
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
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
???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
???Go to step 3
3Press ADMIN or ???to set up
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
or
???To set up
or
???To set up
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Turning
You can turn
To turn
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
???Go to step 3
If you use the Norstar Voice Mail interface:
???Press ADMIN or ??
???Press ???to open the
???Go to step 3
3Press SELECT or ??to set up
4Press CHNG or ???to turn
5Press OK or ??? or
press TIME to review the start and stop time parameters.
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Chapter 8
Setting up agents
Agents handle the calls in your call center. Supervisors are agents with additional capabilities. Supervisors can change their own password and monitor calls between agents and callers. You can record your agent programming in the table ???Call Center agents??? on page 175.
About adding agents
The maximum number of agents you can have is 20 for Basic Call Center and 100 for Enhanced Call Center.
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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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
or
press CHNG and then NEXT if you want calls to be
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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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
or
press CHNG and then NEXT if you want calls to be
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
or
press CHNG and then NEXT if you want calls to be
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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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
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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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
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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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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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
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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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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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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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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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
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
Note: In the UK the default for Silent Monitor is
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
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
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
???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
???
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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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Note: Make copies of these pages as required.
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Feature Codes
General Call Center parameters
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* These settings are usually changed by the receptionist or Operator on a daily basis.
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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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181
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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182 Glossary
CDN
See Control Directory Number.
Call Center
Call Center receives, holds and routes calls to agents in a call center.
call center
A call center is a department or a business that uses Nortel Networks Call Center to handle numerous incoming calls. A call center typically employs several agents to answer calls.
Call Center Administrator
The Call Center Administrator sets up, and manages the
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
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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
???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
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.
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
Numerics
24 Hour Service mode, skillset 115
A
Agents
B
Button
memory button indicators 25 programming a memory button 19
C
Call
Distribution Method 184 monitoring 155
Call Center efficiency tips 166 Feature Codes 18
preventing call congestion 154 related documents 13
Call Center Administrator
CallPilot mailbox interface 57
Changing
skillset mailbox password 61 Channels
Character limit
for
for
Checking the telephone mailbox interface 57 Company Directory 58
Control DN 40, 55, 56, 170 Conventions, guide 17
angled brackets 17 button options 17 buttons 17 command line 17
D
Deleted messages, retrieving 71
Deleting
messages 70, 73 Destination number
character limit 85, 87, 96 for pagers 84
when CallPilot is behind PBX or Centrex 84 Destination pager number
Call Center Telephone Administration Guide
188 Index
Destination,
Determining Control DN 56 Feature Codes 18
Message Waiting Indication extension 56 skillset mailbox number 56
DID routing 127 Directory, Company 58 Disabling a skillset 48 Display 17
two line 15 Display telephone
E
F
Feature 983 telephone administration 10
G
Greeting step
Greetings
Greetings, call center examples 35 Forced Play 130
Greeting parameters in Routing Table 130 Greeting step in Routing Table 129 recording 36
Routing Table parameters 164 tips 163
Greetings, skillset mailbox example 63, 67
H
Hours
I
L
Least Busy method of call distribution 184 Lines
assigned to be answered by skillset 39 maximum number 10
M
Mailbox
opening skillset mailbox 59 outdial route 78
skillset mailbox 55 Mailbox interface
Memory button indicator 19, 20, 25 programming 19, 20
Message Waiting Indication determining extension 56 extension 184
Messages
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Index 189
Call Center Telephone Administration Guide
Index 191
T
Telephone
Time
Tips
Transfer Allowed
Troubleshooting
cannot change the Call Center Skillset Parameters 170
Two line display using 15
V
Voice ports
Call Center Telephone Administration Guide