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Nortel Networks Call Center Set Up and Operation Guide Copyright © 2004 Nortel Networks All rights reserved. 2004. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document.
Contents Chapter 1 About Nortel Networks Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Professional and Basic Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Center features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using CallPilot call routing with Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Auto Attendant . . . . . . . . . . . . . . .
Contents Chapter 5 Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents 5 Chapter 7 Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Setting up Off-premise Message Notification . . . . . . . . . . . .
Contents Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 Assigning Routing Table hours of operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Setting the Service Mode for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 Example of a Day Routing Table . . . . . . . . . . . .
Contents 7 Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181 Monitoring tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181 Logging on and monitoring agent calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182 An agent requests help while you are in a monitoring session . . . . . . . . . . . . . . 183 About monitoring sessions . . . . . . . . . . . . . . . . .
Contents Chapter 16 Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211 Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Routing Table administration . . . . . . . .
Contents 9 Problems viewing skillset settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246 Problems transferring calls to the voicemail extension . . . . . . . . . . . . . . . . . . . . 246 Call processing problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247 Chapter 19 Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251 Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents P0605665 03
Chapter 1 About Nortel Networks Call Center This guide leads a Call Center Administrator or a System Administrator through setting up and operating Call Center, and is an ongoing reference. 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.
Chapter 1 About Nortel Networks Call Center Call Center features Call Center has many features that give your call center advanced and flexible call handling. Intelligent Routing Intelligent Routing gives you advanced methods for routing calls through your call center. How calls are directed is based on various input conditions.
Chapter 1 About Nortel Networks Call Center 13 Dynamic call priority You can have the priority of a call changed in the Intelligent CLID/DNIS Routing table, the Intelligent Caller Input Routing Table and the Intelligent Overflow Routing table. With call priority, all calls that have a higher priority are handled before lower priority calls, no matter how long the lower priority calls are waiting. For an example of using Intelligent Overflow Routing to control call priority, see “Example 2” on page 117.
Chapter 1 About Nortel Networks Call Center Using CallPilot call routing with Call Center CallPilot is a versatile business communications tool that you can use to: • • • answer incoming calls offer callers a selection of options to route their calls or access information provide advanced voicemail, Auto Attendant and call handling capabilities CallPilot has two powerful call routing features: Auto Attendant (AA) and Custom Call Routing (CCR).
Chapter 1 About Nortel Networks Call Center 15 A comparison of Basic and Professional Call Center Features Basic Call Center for CallPilot 100/150 Professional Call Center for Business Communications Manager Basic Call Center for Business Communications Manager Number of skillsets 2 50 2 Number of configured agents (available agent IDs) 20 250 20 Number of agent priority levels 20 20 20 Not available 20 Not available Available Available Available Number of active agents 10 max 80,
Chapter 1 About Nortel Networks Call Center Features Basic Call Center for CallPilot 100/150 Professional Call Center for Business Communications Manager Basic Call Center for Business Communications Manager Basic Intelligent Caller Input Routing: the ability to route a call to an Operator, Auto Attendant, skillset mailbox, CCR Tree or internal or external number Available Available Available Advanced Intelligent Caller Input Routing: the ability to route a call based on multi-digit fixed or va
Chapter 1 About Nortel Networks Call Center 17 Related documents For more information about Call Center refer to the: • • • • • • Nortel Networks Call Center Agent Guide Nortel Networks Call Center Supervisor Guide CallPilot 100/150 Call Center Telephone Administration Guide Nortel Networks Call Center Reporting Set Up and Operation Guide Multimedia Call Center Set Up and Operation Guide Multimedia Call Center Web Developer Guide For information about setting up CallPilot refer to the: • • • CallPilot
Chapter 1 About Nortel Networks Call Center How to get help USA and Canada Authorized Distributors - Technical Support Telephone: 1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#. Website: http://www.nortelnetworks.
Chapter 2 About setting up Call Center You can set up Call Center using a display telephone on your phone system, or using the web-based CallPilot Manager on a web browser from a computer on your network. For some Call Center tasks, such as initializing skillset mailboxes, you must use a phone. If you use Basic Call Center on CallPilot 100/150 you can do many Call Center tasks from a phone. Refer to the CallPilot 100/150 Call Center Telephone Administration Guide for more information.
Chapter 2 About setting up Call Center Enabling Software Authorization Codes You enable software authorization codes to install Call Center, to increase the number of agents at your call center, and to enhance your call center with options such as Multimedia Call Center and Call Center Reporting.
Chapter 2 About setting up Call Center 21 To enable a software authorization code for CallPilot 100/150 1 Start CallPilot Manager. 2 Click the Configuration heading. 3 Click the Installed Options link. The Installed Options page appears. 4 In the Keycode boxes type the software authorization code for the option you want to install. 5 Click the Add button. The option you installed appears in the Installed Options list.
Chapter 2 About setting up Call Center To start CallPilot Manager on Business Communications Manager 1 Point your web browser to https://:6800/CallPilotManager where is the IP address of Business Communications Manager. For information about the IP address, ask your network administrator. The Administration Login page appears. 2 In the Password box, type the System Administrator password. 3 Click the Submit button. The CallPilot Manager Main Menu appears.
Chapter 2 About setting up Call Center 23 About the CallPilot Manager interface Returns to the Main page Quits CallPilot Manager Opens online Help Headings expand and display their links when you click them Click a link to display its page in the right frame System timeout A CallPilot Manager session times out after 10 minutes of inactivity. This is a security feature that prevents unauthorized access to the system.
Chapter 2 About setting up Call Center Call Center password access If you want to limit access to CallPilot Manager, you can create or change a Call Center Administrator password that limits CallPilot Manager access to just the Call Center settings. To create a Call Center Administrator password 1 Start CallPilot Manager. 2 Click the Configuration heading. 3 Click the Access Passwords link. The Access Passwords page appears.
Chapter 2 About setting up Call Center 25 Setting up Call Center from a two line display telephone You cannot use a single line display telephone to set up and administer Call Center on CallPilot 100/150. You must use a two line display telephone. Two line display phones show CallPilot and Call Center commands and options. A two line display can show up to three display options at once.
Chapter 2 About setting up Call Center Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters. Each button represents a number and letters of the alphabet. To enter a character press the dialpad button that represents the letter or number. Press the button again to see the next letter or number. To accept a character press £ or press another button. When you press another button, the cursor advances and the display shows the first character on the new button.
Chapter 2 About setting up Call Center 27 Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad. Convention Example Word is in a special font (in the top Pswd: line of the display) Used for Command line prompts on display telephones. Underlined word in capital letters (shows bottom line of a two line display telephone) PLAY Display option. Available on two line display telephones.
Chapter 2 About setting up Call Center Checking which telephone mailbox interface you use CallPilot supports two interfaces: Norstar Voice Mail and CallPilot. The System Administrator determines which interface is assigned to your mailbox. Follow the procedures in this guide that apply to the interface you use. Some procedures apply to both interfaces. To check which mailbox interface you use 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open your mailbox.
Chapter 3 Using Feature Codes You use Feature Codes to perform Call Center functions on your telephone. Feature Codes Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call Center can also use custom Feature Codes. If the default Feature Codes are used by another application, your system automatically assigns custom Feature Codes.
Chapter 3 Using Feature Codes 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.
Chapter 3 Using Feature Codes 31 Feature Codes used by Call Center Administrator and Supervisors Use this Feature Code To...
Chapter 3 Using Feature Codes Feature Codes used by Call Center agents If you have Custom Feature Codes, record them in the table “Feature Codes” on page 252. 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 Administrator and Supervisors” on page 31. Agents use this Feature Code To...
Chapter 4 Setting up Call Center 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. About adding agents Before you can add agents to your Call Center you must purchase and enable a Software Authorization Code for the number of agents that you want to add.
Chapter 4 Setting up Call Center agents Missed Call Option The Missed Call Option 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. The default is Make Not Ready (Return to Skillset). To assign how many rings before the Missed Call Option, change the timer for Transfer Callback Timeout.
Chapter 4 Setting up Call Center agents 35 Adding an agent or a supervisor You can use the table “Call Center agents” on page 256 to record the agents you add. To add an agent 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Agent List link. The Call Center Agent List appears. 4 Click the Add button. The Add Agent page appears. 5 If you want to change the Agent ID number, in the Agent ID box type the new Agent ID. 6 In the Name box type the name of the agent.
Chapter 4 Setting up Call Center agents 9 From the Missed Call Option list box select Make Not Ready (Return to Skillset) or Automatic Logout. 10 From the Accepted Call Types list box select Voice, Multimedia or Both. If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear. 11 If you use Basic Call Center, from the Priority list box select a priority for the agent. 12 If you use Activity Codes, from the Activity Code Entry Type list box select Optional or Prompted.
Chapter 4 Setting up Call Center agents 37 Adding more than one agent You can save time by adding more than one agent at a time. When you add multiple agents, the agents have the default agent name and parameters. You can use the table “Call Center agents” on page 256 to record the agents you add. To add more than one agent 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Add Many Agents link. The Add Many Agents page appears.
Chapter 4 Setting up Call Center agents 11 If you use Activity Codes, from the Activity Code Entry Type list box select Prompted or Optional. The default is Optional. 12 Click the Submit button. Note: Any agents who have an agent ID number that is between the numbers you enter in the From and To boxes are not changed. These agents are not included in the number of agents added.
Chapter 4 Setting up Call Center agents 39 Changing agent information You can change an agent’s: • • • • • • name supervisor status Automatic Answer setting Missed Call Option Accepted Call Types Activity Code setting Note: You cannot change the properties of an agent who is logged on. Ask the agent to log off and then make the changes. To change agent information 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Agent List link. The Agent List page appears.
Chapter 4 Setting up Call Center agents Deleting an agent Deleting an agent removes the agent from Call Center. The agent is removed from the Agent List and all the skillsets they are assigned to. If you want to remove an agent from a skillset, refer to “Unassiging an agent from a skillset” on page 57. Note: You cannot delete an agent who is logged on. Ask the agent to log off and then delete them. To delete an agent 1 Start CallPilot Manager. 2 Click the Call Center heading.
Chapter 4 Setting up Call Center agents 41 Forcing an agent off Agents usually log out when they are no longer available to receive calls. If an agent leaves and does not log off, you can force the agent off. An agent that is forced off does not receive any new Call Center calls. To force an agent off 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Agent List link. The Agent List page appears. 4 Click the Force Off link for the agent you want to log off.
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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. The maximum number of skillsets you can set up depends on whether you have Basic or Professional Call Center, and whether you use the CallPilot 100/150 or Business Communications Manager system. For more information refer to “Number of skillsets” on page 15.
Chapter 5 Setting up skillsets Skillset properties Skillset The number between 1 and 50 that is assigned to the skillset. Control DN The Control Directory Number is the extension associated with the skillset. Incoming calls transfer to the CDN of each skillset from extensions, the Automated Attendant or Custom Call Routing. The CDN is the skillset mailbox number. If you have a new Business Communications Manager system, you must use B1 DNs (extensions).
Chapter 5 Setting up skillsets 45 Break Time Break Time is a time period for agents to complete paperwork after they finish a call. After an agent completes a call, they are taken out of the skillset for the Break Time. The agent can extend or cancel the Break Time by using the Not Ready Feature Code. For more information, refer to “Not Ready” on page 31. The Break Time period can last from 00:00 to 59:59. The Break Time defaults is 00:30 seconds.
Chapter 5 Setting up skillsets Setting up or changing a skillset You can record skillset properties in the table “Call Center skillsets” on page 253. Note: Before you can change a skillset you must disable the skillset and wait until there are no calls in the skillset. You cannot change a skillset while it is in use. To set up or change a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears.
Chapter 5 Setting up skillsets 47 5 In the Control DN box, type the extension for the skillset. For more information, refer to “Control DN” on page 44. 6 In the Name box type the name for this skillset. The skillset name can be a maximum of 16 characters. 7 In the MWI DN box, type the extension of the telephone that you want to display the Message Waiting Indicator for the Skillset Mailbox. 8 From the Method list box, select Least Busy or Preferred. The default is Least Busy.
Chapter 5 Setting up skillsets 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 into 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 Business Communications Manager 1 In Unified Manager, set up a DID target line.
Chapter 5 Setting up skillsets 49 Setting up CLID/DNIS Routing If you use Professional Call Center you can set up CLID/DNIS Routing Tables. 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.
Chapter 5 Setting up skillsets CLID/DNIS Routing Table properties Line The line is the line number the call comes in on. Any calls that arrive on this line are assigned the routing you select. The line number you enter must be a line that is configured to be answered by a skillset. CLID/ANI The CLID (Calling Line Identification) or ANI (Automatic Number Identification) number identifies the caller or the location the call was made from.
Chapter 5 Setting up skillsets 51 Adding a CLID/DNIS Route 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the CLID/DNIS Routing Table link. The Intelligent CLID/DNIS Routing page appears. 4 Click the Insert link. The CLID/DNIS Setup page appears. 5 Set the method to identify the call: • • • • • If you want to create a rule based on the line a call comes in on, in the Line box enter the line number.
Chapter 5 Setting up skillsets • 6 Select the type of routing you want to apply to the call: • • • 7 If you have Multimedia Call Center enabled and you want to assign routing to Multimedia Call Center calls, select the Multimedia Calls check box. If you select the Multimedia Calls check box, you can enter a CLID/ANI number, but you must leave the Line box and the DNIS box blank.
Chapter 5 Setting up skillsets 53 Deleting a CLID/DNIS Route 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the CLID/DNIS Routing Table link. The Intelligent CLID/DNIS Routing page appears. 4 Click the Delete link for the route you want to delete. The routing is removed from the CLID/DNIS Routing Table.
Chapter 5 Setting up skillsets Assigning an agent to a skillset You can assign an agent to one or more skillsets. Each agent is responsible for answering calls for the skillsets they are assigned to. Note: Before you can add an agent to a skillset, the skillset must be disabled. For how to disable a skillset see “Disabling a skillset” on page 59.
Chapter 5 Setting up skillsets 55 5 Click the Assign button. The Assign Agents page appears with the available agents displayed. 6 Click the Assign check box for each agent that you want to add to the skillset. 7 If you use Professional Call Center, from the Priority list box, select the Priority of the agent. 1 is the highest priority. 8 Click the Submit button. The agent you selected appears on to the Assigned Agents page.
Chapter 5 Setting up skillsets Changing an agent’s priority in a skillset If you use Call Center Professional on Business Communications Manager, agents can have different priorities depending upon which skillset they are logged on to. For example, when an agent is a member of the English skillset, their priority can be 1 because they are fluent in English.
Chapter 5 Setting up skillsets 57 Unassiging an agent from a skillset When you unassign an agent from a skillset, the agent is removed from the skillset but is not deleted from Call Center. Before you unassign an agent from a skillset, you must disable the skillset. See “Disabling a skillset” on page 59. If you want to delete an agent from Call Center, refer to “Deleting an agent” on page 40. If you want to log an agent off, refer to “Forcing an agent off” on page 41.
Chapter 5 Setting up skillsets Enabling a skillset After you set up a skillset, the skillset is disabled until you enable it. Before you can enable a skillset you must: • • • • set up the skillset with a valid Control DN. For information, refer to “Setting up or changing a skillset” on page 46. initialize the skillset mailbox. For information, refer to “Initializing a skillset mailbox” on page 63. record skillset mailbox greetings.
Chapter 5 Setting up skillsets 59 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 get distributed until the calls are ended. To disable a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Disable link for the skillset you want to disable.
Chapter 5 Setting up skillsets Unconfiguring a skillset You must disable a skillset if you want to change the skillset properties or administer the lines. Before you unconfigure a skillset: 1 disable the skillset by following the procedure “Disabling a skillset” on page 59 2 unassign any lines that are assigned to it by following the procedure “Configuring lines” on page 166. Warning: If you unconfigure a skillset, you delete the skillset properties and the programming for the skillset.
Chapter 6 Setting up skillset mailboxes About skillset mailboxes Each skillset has a mailbox that stores messages left by callers. A skillset mailbox is created automatically when you set up a skillset. There is one skillset mailbox for each skillset. The skillset mailbox number is the same as the Control Directory Number (CDN) of the skillset.
Chapter 6 Setting up skillset mailboxes Determining a skillset mailbox number You must know a skillset mailbox number before you can set up the skillset mailbox. The skillset mailbox number is the mailbox’s Control DN. If you know the skillset mailbox number, you can initialize the mailbox. Refer to “Initializing a skillset mailbox” on page 63. To determine a skillset’s mailbox number and Message Waiting Indication telephone Set xxxx CDN 1:xxxx Ext 1: xxx P0605665 03 1 Press ≤·°fi. 2 Press NEXT.
Chapter 6 Setting up skillset mailboxes 63 Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it. Choose a password for the skillset mailbox that is between four to eight digits long and does not start with zero. Give the skillset mailbox passwords to the agents who are responsible for retrieving messages.
Chapter 6 Setting up skillset mailboxes 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 new 1 saved PLAY REC ADMIN 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.
Chapter 6 Setting up skillset mailboxes 65 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, press the one digit number and you automatically transfer to the skillset mailbox or • • • Call an Operator, receptionist or subscriber and ask them to transfer you to the skillset mailbox number using ≤·°fl After you reach the skillset mailbox, press •• during the greeting to open the skillset mailbox.
Chapter 6 Setting up skillset mailboxes Skillset mailbox password To decrease the chances of unauthorized access to a skillset mailbox, change its password every 30 days. Keep a written copy of the skillset mailbox passwords in “Skillset mailboxes” on page 258. Give the skillset mailbox passwords only to the agents who retrieve messages at your call center. For security reasons, choose an uncommon password, not a predictable password like 1234 or 1111.
Chapter 6 Setting up skillset mailboxes 67 Resetting a skillset mailbox password Note: Reset a password only if the agent who accesses the skillset mailbox forgets the password or is “locked-out”. The password for the reset mailbox is 0000. The agent who accesses the skillset mailbox cannot retrieve skillset mailbox messages until they create a new password. Tell the agent to change the default password as soon as possible.
Chapter 6 Setting up skillset mailboxes Recording skillset mailbox greetings After you initialize a skillset mailbox, record the greetings for it. You can record Primary, Alternate and Personalized greetings for each skillset mailbox. You record a Primary skillset mailbox greeting for everyday use. The Alternate skillset mailbox greeting is an optional greeting you can record for special circumstances. If your call center subscribes to Caller ID, you can record Personalized skillset mailbox greetings.
Chapter 6 Setting up skillset mailboxes 69 To record a Primary or Alternate skillset mailbox greeting 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 The skillset mailbox name appears briefly.
Chapter 6 Setting up skillset mailboxes Choosing a Primary or Alternate skillset mailbox greeting If you record a Primary and an Alternate skillset mailbox greeting, you must choose which greeting plays. You can change the selection at any time and as often as needed. If you do not choose a greeting, the Primary skillset mailbox greeting plays. If you choose the Alternate mailbox greeting, you must set whether the mailbox accepts messages.
Chapter 6 Setting up skillset mailboxes Accept msgs:Y CHNG OK 6 If you choose the Alternate mailbox greeting, you are asked whether the mailbox can accept messages. Press CHNG or ⁄ to toggle from yes to no or press OK or £ to accept. 7 Press ® to end the session.
Chapter 6 Setting up skillset mailboxes Recording a Personalized skillset mailbox greeting If your call center subscribes to Caller ID, you can record a maximum of three Personalized greetings for each skillset mailbox. For Personalized skillset mailbox greetings, you program Call Center to recognize a specific telephone number. The Personalized skillset mailbox greeting plays only for a call from the specific telephone number.
Chapter 6 Setting up skillset mailboxes Ph: RETRY 8 Enter the phone number (maximum 10 digits) that you are assigning the Personalized mailbox greeting to. Press OK or £ to accept the phone number. Record greeting: RETRY OK 9 Lift your handset. At the tone, record your greeting. Press OK or £ to end the recording. Accept greeting? RETRY PLAY OK 10 Press OK or £ to accept the greeting, or press PLAY or⁄ to listen to the greeting or press RETRY or ¤ to re-record the greeting.
Chapter 6 Setting up skillset mailboxes Checking skillset mailboxes for messages Frequently check the skillset mailboxes for messages. Only one agent can retrieve messages from each skillset mailbox at a time.
Chapter 6 Setting up skillset mailboxes 75 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 75 “To play skillset mailbox messages - CallPilot” on page 77 To play skillset mailbox messages - Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface. 2 new 0 saved PLAY REC ADMIN 1 Press ≤·°⁄.
Chapter 6 Setting up skillset mailboxes Playing skillset mailbox messages - Norstar Voice Mail Option Button Forward ‹ or > >> Next fl or ££ Pause/ Continue ¤ or STOP/ PLAY Available Available Description while after playing playing Advances the message nine seconds and continues playing from that point. A message can be forwarded as many times as required. Plays the next message in the skillset mailbox.
Chapter 6 Setting up skillset mailboxes 77 2 You 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 78”. 3 Applies only if the Reply feature is enabled. 4 You can reply to an outside caller by dialing them back if your company subscribes to Caller ID (CLID) service.
Chapter 6 Setting up skillset mailboxes Playing skillset mailbox messages - CallPilot Option Button Help Available during and after playing Description Offers a Help menu. • Reply Replies to a message. ‡⁄ Envelope ‡¤ Plays the information in the message envelope. Envelope information includes the date and time the message was sent and, if the message is internal, the directory name of the sender. Forward Message ‡‹ Forwards the message to one or more mailboxes.
Chapter 6 Setting up skillset mailboxes 79 Replying to messages You can reply to internal and external callers. You can reply to an external caller if your company subscribes to CLID. The messages you record must be longer than three seconds. The system times out after five seconds of silence.
Chapter 6 Setting up skillset mailboxes To reply to an internal caller - CallPilot P0605665 03 1 Press ≤·°⁄ Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2 A mailbox summary is announced. While you are in your message list, you can play any message. 3 Press ¤ to play the current message. 4 Press · to call the caller or press ‡⁄ to record and send a reply.
Chapter 6 Setting up skillset mailboxes 81 Replying to an external caller You can reply to an external caller if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it. For information about outdial method refer to “Assigning an outdial method to a skillset mailbox” on page 84. Before you use the Reply option you must play the message. Use the procedure that applies to the interface you use.
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Chapter 7 Off-premise Message Notification About Off-premise Message Notification Off-premise Message Notification notifies you or a designated agent when there are new or urgent messages in the skillset mailbox. You can receive Off-premise Message Notification at any tone dial telephone number, pager or extension. Note: Set up Off-premise Message Notification for non-business hours. Then Off-Premise Message Notification does not consume a Reserved or voice channel during busy periods.
Chapter 7 Off-premise Message Notification Assigning an outdial method to a skillset mailbox The outdial method determines which line, line pool or route code the system uses for Off-premise Message Notification. The default for outdial method is None. You must assign an outdial method before you can use an external telephone or a pager as an Off-premise Message Notification destination. For more information on line pools and route codes, refer to your system documentation.
Chapter 7 Off-premise Message Notification 85 Off-premise Message Notification parameters You can set up the parameters for Off-premise Message Notification from any tone dial phone. The parameters are: • • • • destination type (phone, extension or pager) destination number (phone, extension or pager) time range for receiving calls at phone numbers or extensions (Pagers are notified any time there is a qualifying message.
Chapter 7 Off-premise Message Notification Setting up Off-premise Message Notification Follow these instructions if you have not set up Off-Premise Message Notification and are setting it up for the first time. If you have set up Off-Premise Message Notification, refer to the section on “Changing Off-premise Message Notification” on page 96.
Chapter 7 Off-premise Message Notification ADD OK 6 87 Press OK or £ to accept the destination phone number represented by 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. Start hhmm: RETRY OK RETRY AM PM RETRY OK Stop hhmm: RETRY OK 10 Enter the time when Off-premise Message Notification is to stop.
Chapter 7 Off-premise Message Notification Msg type: new CHNG Msg notify ADMIN SELECT P0605665 03 OK 16 Press OK or £ if you want to be notified when the skillset mailbox receives a new message or press CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. 17 Press ® to end the session.
Chapter 7 Off-premise Message Notification 89 To set up Off-premise Message Notification to an extension 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification RETRY AM PM RETRY OK 11 Press AM or ⁄ or PM or ¤. 12 Press OK or £ to accept the stop time. More dest? YES NO 13 Press YES or ⁄ if you want to set up another destination number or press NO or £ if you do not want to set up another destination number. Start: CHNG NEXT 14 Press NEXT or £ to accept the start time that you entered or press CHNG or ⁄ to change the start time.
Chapter 7 Off-premise Message Notification 91 About setting up Off-premise Message Notification to a pager number Example of a destination pager number If you are assigning a pager destination number from behind a PBX, remember to insert a · (depending on your system) before the £ to access an outside line. There is a combined limit of 30 characters for the pager phone number and the pager message.
Chapter 7 Off-premise Message Notification Msg notify ADMIN SELECT 3 Press ADMIN or ⁄ to set up Off-premise Message Notification. Destination: PHONE EXT PAGER 4 Press PAGER or ‹ to select a pager number destination. Pager: RETRY OK 5 Enter the destination pager number and press OK or £. ADD OK 6 Press OK or £ to accept the destination pager number represented by or press ADD or ¤ to add special characters and use your dialpad or follow the voice prompts to add characters.
Chapter 7 Off-premise Message Notification 93 To set up Off-premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers. The following steps show you how to enter a phone number destination and then add a pager destination for the first time. 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification RETRY OK Stop hhmm: RETRY OK 10 Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single digit hour and minute must be preceded by a zero. RETRY AM PM 11 Press AM or ⁄ or PM or ¤. RETRY OK 9 Press OK or £ to accept the start time. 12 Press OK or £ to accept the stop time. More dest? NO YES 13 Press YES or ⁄ to set up another destination number.
Chapter 7 Off-premise Message Notification 95 Start: CHNG NEXT 21 Press NEXT or £ to accept the start time that you entered or press CHNG or ⁄ to change the start time. Stop: CHNG NEXT 22 Press NEXT or £ to accept the stop time that you entered or press CHNG or ⁄ to change the stop time. Msg type: new CHNG 23 Press OK or £ to be notified when the skillset mailbox receives a new message or press CHNG or ⁄ to be notified only when the skillset mailbox receives an urgent message.
Chapter 7 Off-premise Message Notification Changing Off-premise Message Notification You can change the parameters and destinations for Off-Premise Message Notification. Refer to “Off-premise Message Notification parameters” on page 85 for more information about parameters.
Chapter 7 Off-premise Message Notification 97 Start: CHNG NEXT 6 Press CHNG or ⁄ to change the start time or press NEXT or £ to accept the start time. Stop: CHNG NEXT 7 Press CHNG or ⁄ to change the stop time or press NEXT or £ to accept the stop time. Msg type: new CHNG 8 Press CHNG or ⁄ to change the message type to urgent. Press OK or £ to accept the new default message. You can choose to be notified of all new messages or urgent messages only.
Chapter 7 Off-premise Message Notification To change the destination from phone to another destination 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification 99 Start: CHNG NEXT 10 Press CHNG or ⁄ to change the start time or press NEXT or £ to accept the start time. Stop: CHNG NEXT 11 Press CHNG or ⁄ to change the stop time or press NEXT or £ to accept the stop time. Msg type:new CHNG 12 If you want to change message notification, press CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. Press OK or £.
Chapter 7 Off-premise Message Notification To change the destination from pager to phone or extension 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification 101 Start: CHNG NEXT 9 Stop: CHNG NEXT 10 Press CHNG or ⁄ to change the stop time or press NEXT or £ to accept the stop time. Msg type:new CHNG 11 If you want to change message notification, press CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. Press OK or £. Msg notify ADMIN SELECT OK Press CHNG or ⁄ to change the start time or press NEXT or £ to accept the start time.
Chapter 7 Off-premise Message Notification To change the destination from phone or extension to pager 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification Show: CHNG 103 8 Press NEXT or £ to accept the default pager message represented by . The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or press CHNG or ⁄ to change the pager message. The combined limit is 30 characters for the pager phone number and the pager message.
Chapter 7 Off-premise Message Notification Deleting a destination number If you have more than one destination number for Off-premise Message Notification, you can delete a destination. To delete a destination number 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification 105 Adding a destination number Use this procedure if you have set up Off-premise Message Notification and you want to add another destination number. You can have up to five destination numbers. To add a destination number 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 7 Off-premise Message Notification Turning Off-premise Message Notification on or off You can turn Off-premise Message Notification on or off at any time. If you turn Off-premise Message Notification off, you do not affect any of the assigned parameters. To turn Off-premise Message Notification on or off 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox.
Chapter 8 Recording 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.
Chapter 8 Recording Call Center Greetings Transfer greeting A transfer greeting lets a caller transfer their call. “Please press 1 to leave a message and one of our agents will return your call. Press 2 to return to the previous choices.” Non-business hours greeting Your non-business hours greeting will be played after your business is closed: “You have reached Bridgestone Computers. Our hours of service are Monday to Friday from 8:00 until 12:00 and 1:00 until 5:00.
Chapter 8 Recording Call Center Greetings 109 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 1 Click the Call Center heading. 2 Click the Greetings link.
Chapter 8 Recording Call Center Greetings 3 Click the Voice link for the number of the greeting you want to record. The page you can record a greeting from appears. If you use CallPilot 100/150, the import and export options do not appear. 4 In the Connect to box, type the extension number or telephone number you are using to record the greeting. For a local extension, type the extension number.
Chapter 8 Recording Call Center Greetings 8 To listen to the recording, click the Play button or to save the recording, click the Save button. The recording replaces a previously recorded greeting. 9 Click the Close button and replace the telephone handset. 111 Note: You can disconnect the telephone by clicking the Hang Up button or replacing the telephone handset. The next time you use Play or Record, the phone number shown in the Connect to box is dialed. You do not need to hang up each time.
Chapter 8 Recording Call Center Greetings Importing a Call Center greeting If you use Professional Call Center on Business Communications Manager you can import a previously recorded greeting. You cannot import a previously recorded greeting if you use CallPilot 100/150. The WAV file format must be: • Bit Rate - 8 KHz • Audio sample size - 16 bit • Channels - 1 (mono) • Audio format - PCM To import a previously recorded greeting 1 Click the Call Center heading. 2 Click the Greetings link.
Chapter 8 Recording Call Center Greetings 113 15 Click the Add Caption link for the greeting. The Greeting Caption page appears. 16 In the Greeting box type a descriptive name for the greeting. The greeting caption can be a maximum of 30 characters. 17 Click the Submit button. Note: If you want to change the Greeting Caption, click the Change Caption link and make your changes.
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Chapter 9 Setting up Intelligent Routing About Intelligent routing Intelligent routing gives you tremendous flexibility in controlling how calls are routed.
Chapter 9 Setting up Intelligent Routing 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.
Chapter 9 Setting up Intelligent Routing 117 Examples of Intelligent Overflow Routing rules Intelligent Overflow Routing gives you flexibility in setting the rules for how calls are handled. The following tables show examples of different ways you can configure Intelligent Overflow Routing rules. Example 1 In this example, calls to the call center go to skillset 1, which is the company’s service department.
Chapter 9 Setting up Intelligent Routing Example 3 In this example, calls to the call center go to skillset 1, which is the company help line. If there are no agents logged on to the help line, the call moves to skillset 2, which is the company’s service department. When a call moves to a new skillset, it does not remain queued at the original skillset destination.
Chapter 9 Setting up Intelligent Routing 119 Example 5 In this example, calls to the call center go to skillset 1, which is the company’s help line. If the call is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1, the call overflows to skillset 2, which is the service department. If the call is not answered within an additional two minutes, the call transfers to the skillset mailbox where the caller can leave a message.
Chapter 9 Setting up Intelligent Routing Example 6 In this example, calls to the call center go to skillset 1, which is the company’s help line. The Night Service Mode is set to start at 6:00 pm. After 6:00 pm there are no other skillsets with agents logged on. If no agents are logged on to skillset 1 or if the call is not answered by an agent within two and a half minutes, the call transfers to the skillset mailbox. In this example, the Call Center Administrator inserts two rules.
Chapter 9 Setting up Intelligent Routing 121 Example 8 In this example, calls to the call center are answered by skillset 1, the company’s sales skillset. If a call is not answered within 10 seconds, it overflows to skillsets 2, 3 and 4. If the call is not answered within an additional 20 seconds, the call goes to the skillset 1 mailbox. The Call Center Administrator creates two rules.
Chapter 9 Setting up Intelligent Routing Assigning Intelligent Overflow Routing to a skillset 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Overflow link for the skillset you want to add Intelligent Overflow Routing to. The Overflow Rule Table page appears. 5 Click the Insert link for Rule 1. The Overflow Rule page appears. 6 From the Service Mode list box select Day, Night or 24 Hour.
Chapter 9 Setting up Intelligent Routing 123 7 Select the Timer check box if you want Intelligent Overflow Routing to time how long the call waits, and enter the time that a call waits in the skillset before it goes to the destination that you specify.
Chapter 9 Setting up Intelligent Routing Moving an Intelligent Overflow rule After you create an Intelligent Overflow rule, you can move it to another location in the Overflow Rule Table. Intelligent Overflow rules are applied to calls in the order that the rules appear in the Overflow Rule Table. To move a rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears.
Chapter 9 Setting up Intelligent Routing 125 Modifying an Intelligent Overflow Rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Overflow link for the skillset with the rule you want to modify. The Overflow Rule Table page appears. 5 Click the Modify link for the rule you want to modify. The Overflow Rule page appears. 6 Change the mode, conditions or actions for the rule. 7 Click the Submit button.
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Chapter 10 Setting up Routing Tables About Routing Tables 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, distribution, and being on hold. If an agent becomes available, the call is sent to the available agent.
Chapter 10 Setting up Routing Tables As you create routing tables, each table shows whether it detects faxes. This routing table detects fax calls. Its first step is a Greeting step: • • • that is 11 seconds or longer that is Forced Play that does not have a transfer This routing table does not guarantee fax detection.
Chapter 10 Setting up Routing Tables 129 Expected Wait Time Expected Wait Time (EWT) is a greeting step that plays an expected wait time greeting to the caller. With EWT you can play a greeting based on the expected wait time of the call in a skillset. If you use Multimedia Call Center, the expected wait time is displayed in the caller’s browser. Each EWT greeting table can contain up to 11 greetings. Up to 10 of these are wait time intervals that you define with greetings for the expected wait time.
Chapter 10 Setting up Routing Tables Recording EWT greetings The first step in setting up an EWT Table is recording EWT greetings. EWT greetings notify callers of their expected wait time in a skillset. Refer to “Recording a Call Center greeting” on page 109. Examples of EWT greetings Greeting 100 Based on the current volume of calls, the next agent will be available in a minimum of two minutes. Greeting 101 The expected wait time for your call is approximately three minutes.
Chapter 10 Setting up Routing Tables 131 Setting up an EWT Table 1 Click the Call Center heading. 2 Click the Expected Wait Time Tables link. The EWT Greeting Tables page appears. If you use Professional Call Center you have 20 EWT Greeting Tables. If you use Basic Call Center you have 5 EWT Greeting Tables. 3 Click the Create link. The EWT Greeting Table page appears.
Chapter 10 Setting up Routing Tables 4 Click the Add button. The Wait Time Interval page appears. 5 In the Wait Time Interval box enter the first EWT value in the format hh:mm:ss where: • • • hh is number of hours from 0 – 24 mm is number of minutes from 0 – 59 ss is number of seconds from 0 – 59 Each EWT table has a maximum of eleven entries: 10 wait time intervals and 11 greeting numbers. You enter a wait time and choose a greeting that plays during the wait time.
Chapter 10 Setting up Routing Tables 133 12 If you use Business Communications Manager, you can enter a caption for the table. Click the Add Caption link. The EWT Table Caption page appears. 13 In the EWT Table box type a descriptive name for the table, for example Peak Hours. The caption can be a maximum of 30 characters. Note: If you want to change the Greeting Caption, click the Change Caption link and make your changes. 14 Click the Submit button.
Chapter 10 Setting up Routing Tables Deleting an EWT Table Before you can delete an EWT Table that is used by a routing table you must disable the skillset that uses the EWT Table. If you want to delete an EWT Table that is not referenced by a skillset, start at step 10. 1 Click the Call Center heading. 2 Click the Skillset List link. The Skillset List page appears. 3 Click the Disable link for the skillset you want to disable.
Chapter 10 Setting up Routing Tables 135 Changing an EWT Table 1 Click the Expected Wait Time Table link. The EWT Greeting Tables page appears. 2 Click the Change link for the table you want to change. The EWT Greeting Table page appears. 3 Click the Change link for the EWT rule you want to change. The Wait Time Interval page appears. 4 Modify the Wait Time Interval or greeting number. 5 Click the Submit button. The changed EWT rule appears in the EWT Table.
Chapter 10 Setting up Routing Tables About types of Routing Table steps You can add these types of steps to routing tables: Greeting A Greeting step plays a greeting to callers waiting in a skillset. You assign greeting parameters to each greeting. After the greeting plays, the call goes to the next routing step. If there is no next step, the call ends. An EWT Greeting step uses the EWT Table you select to play estimated wait time messages to callers.
Chapter 10 Setting up Routing Tables 137 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 127. Forced Play Enable Forced Play for a greeting that contains important information that you want callers to hear.
Chapter 10 Setting up Routing Tables Adding a Greeting step Greeting steps play a message to waiting callers. To add a Greeting step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillsets List page appears. 4 Click the Day or the Night link for the skillset to which you want to add a greeting step. The Day or the Night Routing Table page appears.
Chapter 10 Setting up Routing Tables 139 5 Click the Insert link. The Routing Step page appears. 6 At the Step Type option, select Greeting and enter the greeting number you want to use or if you want to use Expected Wait Time greetings, select EWT Greeting Table and from the list select the EWT Table you want to use. If you have entered a greeting caption for the greeting or the EWT Greeting Table, the caption name appears.
Chapter 10 Setting up Routing Tables 8 At the Intelligent Caller Input Routing option, select how you want callers to be able to transfer their calls: • Select None if you do not want callers to be able to transfer their calls. • Select Basic if you want callers to be able to transfer to the Automated Attendant, operator, skillset mailbox or a CCR Tree.
Chapter 10 Setting up Routing Tables 141 Adding a Distribute for step Distribute for steps put callers on hold while they wait for an agent. To add a Distribute for step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Day or the Night link for the skillset you want to add a distribution step to. The Day or Night Routing Table page appears for the skillset.
Chapter 10 Setting up Routing Tables Adding a Goto step Goto steps send a caller to another step in the routing table. You can add a Goto step only to the end of a routing table. To add a Goto step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset link. The Skillset List page appears. 4 Click the Day or the Night link for the skillset you want to add a Goto step to. The Day or the Night Routing Table page appears.
Chapter 10 Setting up Routing Tables 143 Adding a Transfer step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillset List page appears. 4 Click the Day or the Night link for the skillset you want to add a Transfer step to. The Day or the Night Routing Table page appears. 5 Click the Insert link for the step you want to add a Transfer step to. The Routing Step page appears.
Chapter 10 Setting up Routing Tables 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 call. To add a disconnect step 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Skillset List link. The Skillsets List page appears. 4 Click the Day or the Night link for the skillset you want to add a disconnect step to.
Chapter 10 Setting up Routing Tables 145 Assigning Routing Table hours of operation To assign the routing table hours of operation for each day of the week, you set the start times for the Day and Night Routing Tables for each skillset. The start times determine which routing table is used for the skillset. You can also leave the default as 24 hour operation. If you select 24 hour operation, the skillset uses the Day Routing Table only for that day.
Chapter 10 Setting up Routing Tables 5 For each day of the week set the hours of operation for the skillset: • • • 6 to have the skillset operate in 24 hour mode, leave the 24 hr Service check box selected for that day to set the start time for the Day Routing Table, in the Day Start Time box enter the start time in 24 hour format to set the start time for the Night Routing Table, in the Night Start Time box enter the start time in 24 hour format Click the Submit button.
Chapter 10 Setting up Routing Tables 147 Setting the Service Mode for skillsets You must set the Service Mode the skillset uses so that calls are answered correctly. Before you set the Service Mode you must: • • configure a skillset set up at least a Day Routing Table for the skillset The default Call Center Service Mode is 24 hour operation. You can change the hours of operation using the Operator Feature Code (≤·°¤).
Chapter 10 Setting up Routing Tables Mode 1: Auto CHNG VIEW NEXT Mode 2: Day CHNG NEXT 4 The display shows the Service Mode for skillset 1. In this example, skillset 1 is in Auto mode. Press CHNG if you want to change the Service Mode to Day or Night or press VIEW if you want to view the details for the Service Mode or press NEXT if you have a Day Routing Table for skillset 2. 5 The display shows the Service Mode for skillset 2. In this example, skillset 2 is in Day mode.
Chapter 10 Setting up Routing Tables 149 Example of a Day Routing Table To set up the routing table steps is shown in “Example of Day Routing Table steps”, follow the procedure “To set up the Day Routing Table example”.
Chapter 10 Setting up Routing Tables 11 In the Distribute for box enter the time 01:00. 12 Click the Submit button. The Distribute For step appears as step 2 in the Day Routing Table list. 13 Click the Insert link for the End step. The Routing Step page appears. The Greeting option is selected by default. 14 In the Greeting box type 2. 15 At the Intelligent Caller Input Routing option, select Basic. The Auto-Attendant, Operator, Skillset Mailbox and CCR check boxes are selected by default.
Chapter 10 Setting up Routing Tables 151 Example of a Night Routing Table To set up the routing table steps shown in “Example of Night Routing Table steps”, follow the procedure “To set up the Night Routing Table example”. Example of Night Routing Table steps Step number Type of step Step parameters 1 Greeting Greeting 6, non-business hours greeting Not forced play Intelligent Call Input Routing, Basic 2 Disconnect There are no parameters for the Disconnect option.
Chapter 10 Setting up Routing Tables Changing a Routing Table 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 59.
Chapter 10 Setting up Routing Tables 5 Click the Modify link for the step you want to change. The Routing Step page appears. 6 Make the changes you want to the routing table step. 7 Click the Submit button. The changed step appears in the Routing Table list. 8 Click the Close button to return to the Skillset List page. 153 Deleting Routing Table steps You must disable a skillset before you can delete its routing table steps. For how to disable a skillset refer to “Disabling a skillset” on page 59.
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Chapter 11 Creating Caller Input Rules If you use Professional Call Center, you can create Caller Input Rules that route calls to other skillsets or locations based on caller multi-digit DTMF input. Caller Input Rules let you identify callers depending on what kind of services your call center has. For example, callers can enter a passcode to access a special service line.
Chapter 11 Creating Caller Input Rules 4 Click the Create link for the Caller Input Rules Table you want to add a rule to. The Rule Table Properties page appears. 5 Select Fixed or Variable, depending on whether you want to create a rule that applies to a dialstring of a fixed or variable length: • • If you select Fixed, in the Fixed box enter the number of digits allowed. The fixed length can be from 1 to 50 digits.
Chapter 11 Creating Caller Input Rules 157 8 Click the Add button. The Match Rule Setup page appears. 9 In the Match String box type the string you want to match. You can use # and * as wildcard characters. For information on using wildcard characters refer to “Using wildcard characters” on page 159.
Chapter 11 Creating Caller Input Rules • • • — if you select Line or Pool, in the Line/Pool# box type the line or line pool number used if you want to transfer the call to the Automated Attendant, select Transfer to Auto Attendant and select a Greeting Table to transfer the call to, or select None to transfer the call to the default Auto Attendant prompt.
Chapter 11 Creating Caller Input Rules 159 Using wildcard characters You can use the wildcard characters # and * in the match string: • • # matches any single digit * matches zero or more digits When you use the * wildcard character: • • • it can appear only once in a match string it can appear only at the end of a match string it cannot be the only character in a match string Some examples of using wildcard characters in the match string: 1111## Matches all account numbers 111100 to 111199 ########
Chapter 11 Creating Caller Input Rules 6 The Call Center Administrator created three rules for Rules Table 1: • • • rule 4709####. Customers with servers have a personal identification number that begins with 4709 rule 5709####. Customers with desktop computers have a personal identification number that begins with 5709 rule 6709####.
Chapter 11 Creating Caller Input Rules 161 Changing a Caller Input rule You can change a caller input rule at any time. If you want to change the length for the rules in a Caller Input table, refer to “Changing the rule length for a Caller Input Table” on page 162. If you want to change a specific rule in a table, refer to “Changing a Caller Input Rule” on page 163.
Chapter 11 Creating Caller Input Rules Changing the rule length for a Caller Input Table 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Caller Input Rules link. The Caller Input Rules Tables page appears. 4 Click the Change link for the table you want to change. The Rule Table Properties page appears. 5 Make the appropriate change to the length.
Chapter 11 Creating Caller Input Rules 163 Changing a Caller Input Rule 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Caller Input Rules link. The Caller Input Rules Tables page appears. 4 Click the Rules link for the table that has the rule you want to change. The Match Table page appears. 5 Click the Change link for the rule you want to change. The Match Rule Setup page appears. 6 Make the changes you require to the Match String or Action.
Chapter 11 Creating Caller Input Rules To clear a Caller Input Rule Table 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the Caller Input Rules link. The Caller Input Rules Tables page appears. 4 Click the Clear link for the table you want to clear. A message appears that asks you to confirm the deletion. 5 Click the OK button.
Chapter 12 Line administration Before Call Center can answer an incoming line, you must assign the line to be answered by a Call Center skillset. Refer to “A comparison of Basic and Professional Call Center” on page 15 for information on how many lines you can configure for your call center. The line numbers can be any line number from 1 to 500.
Chapter 12 Line administration Configuring lines 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. Note: Target lines that are assigned to a B2 skillset cannot have their DN programmed as the Control DN of the skillset. This is restricted by the software. The recommended setting for these lines is blank.
Chapter 12 Line administration 167 To configure a line 1 Start CallPilot Manager. 2 Click the Auto-Attendant heading. The Lines Administration page appears. 3 Click the Change link for the line you want to assign to a skillset. The Line Properties page appears. 4 From the Answer Mode list box, select Call Center. 5 In the Table/Skillset Number box type the number of the skillset you want to answer this line. 6 From the Number of rings box select the number of rings before Call Center answers.
Chapter 12 Line administration Configuring several lines 1 Start CallPilot Manager. 2 Click the Auto-Attendant heading. 3 Click the Change Many Lines link. The Change Many Lines page appears. 4 In the From box type the number of the first line to add. 5 In the To box type the number of the last line to add. 6 From the Answer Mode list box select Call Center. 7 In the Table/Skillset Number box type the number of the skillset you want to answer these lines.
Chapter 13 Setting up Call Center general properties Setting up Call Center includes assigning the language and setting up general Call Center properties. You can generate a System Configuration Report to see a snapshot of your Call Center settings. You can enable Software Authorization Codes if you want to increase the number of agents at your call center or enhance your call center with options such as Multimedia Call Center.
Chapter 13 Setting up Call Center general properties 4 If you want to use a Primary and an Alternate language, select the Enable Bilingual check box. If you clear this check box alternate language prompts are not available.
Chapter 13 Setting up Call Center general properties 171 General Call Center 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 a greater than the Primary alert time.
Chapter 13 Setting up Call Center general properties Call Center Reporting properties Address The Call Center Reporting properties let you control who can access Call Center Reporting, and whether information from the data stream is collected. Supervisor Help Request Timeout The Supervisor Help Request Timeout is when to escalate a request if a chosen supervisor does not answer the help request. You can choose a value from 1 to 60 seconds. The default is 12 seconds.
Chapter 13 Setting up Call Center general properties 173 Setting up general Call Center properties For information about the general Call Center properties refer to “General Call Center properties” on page 171. To set up the general Call Center properties 1 Start CallPilot Manager. 2 Click the Call Center heading. 3 Click the General Properties link. The Call Center Properties page appears. 4 To enable the Primary Alert, select the Primary Alert check box and enter the Primary Alert time.
Chapter 13 Setting up Call Center general properties 9 From the Supervisor Help Request Timeout list select a value between 1 and 60 seconds. The default is 12 seconds. 10 From the Supervisor Help from options select all skillsets or agent’s skillsets only. 11 From the Enable Caller ID options select how you want caller information to be displayed on agent telephones: • • • Name with number backup: displays the caller's name for 3 seconds and then the skillset name.
Chapter 13 Setting up Call Center general properties 175 System Configuration Report The System Configuration Report includes information about Call Center configuration. The Call Center information in the System Configuration Report: Call Center Parameters Lists the current Call Center general parameters.
Chapter 13 Setting up Call Center general properties Call Center overflow • • • • • • • Call Center Greetings Lists for each call center greeting: • Greeting number • Status (whether the greeting is recorded) • Caption • Skillsets that use the greeting Call Center Intelligent CLID/ DNIS Routing • • • • Line CLID/ANI number DNIS number Action Call Center Intelligent Caller Input Routing Tables • • • Length of rule Match string Action Expected Wait Time EWT Greetings: • EWT Greeting Table Num
Chapter 13 Setting up Call Center general properties 177 To generate the System Configuration Report 1 Start CallPilot Manger. 2 Click the Reports heading. 3 Click the System Configuration link. The System Configuration Report appears. It can take several minutes to generate the report. 4 To print the report, click the Print button. 5 When you are finished printing or viewing the report, click the Close button.
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Chapter 14 Monitoring Call Center call activity Monitoring call activity There are two ways that you can monitor call activity at your call center: • • “Monitoring agent calls with Silent Monitor” on page 179 “Monitoring skillsets” on page 185 You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring: • • Display calls waiting in skillsets ≤·‚· Monitor agent calls ≤·‚fi.
Chapter 14 Monitoring Call Center call activity Setting up Silent Monitor on your system For monitoring to be silent, you must have Silent Monitor set up in Unified Manager. To do this, you must be familiar with using the Business Communication Manager Unified Manager. If you do not have access to the Unified Manager, ask your system administrator to set up Silent Monitor. To set up Silent Monitor 1 In Unified Manager, click the Services, Telephony Services and General Settings keys.
Chapter 14 Monitoring Call Center call activity 181 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 o
Chapter 14 Monitoring Call Center call activity Logging on and monitoring agent calls You must be logged on to monitor and answer calls. You cannot log on if the maximum number of agents is logged on, if you are logged on to another telephone, or if someone else is logged on to your telephone. You can log on only to skillsets that you are assigned to. 1 Press ≤·‚›. 2 Enter your Agent ID number and press OK or £. 3 Enter your password and press OK or £.
Chapter 14 Monitoring Call Center call activity 183 14 If you want to join the call, press JOIN. You can press MUTE to mute your voice while you monitor. NOTE: If you use CallPilot 100/150, Join and Mute do not appear, but Info does instead. 15 To end the monitoring session press CANCL. If you want to monitor another agent in the skillset press NEXT until you see the agent you want to monitor, and then press OBSV. You can program a memory button with ≤·‚›.
Chapter 14 Monitoring Call Center call activity About monitoring sessions Receiving a call on your telephone If you are monitoring an agent and you get a call on your telephone, the monitoring session ends if you answer the call. When you end your call, you can press OBSV to reenter the monitoring session with the agent.
Chapter 14 Monitoring Call Center call activity 185 Monitoring skillsets Use ≤·‚· (Display Waiting Calls) to view information about skillsets and the calls waiting in skillsets. The table below describes the information in each display. Display Description Skill 1: Enabled the skillset number and the status of the skillset. The status can be Enabled, Disabled or Uninit (uninitialized).
Chapter 14 Monitoring Call Center call activity 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 the qualified and available agents from another skillset to log on to skillset 1 until the calls in skillset 1 are handled. 1 Press ≤·‚·. Skill 1: Enabled SKILL NEXT 2 Press NEXT to monitor skillset 1. In this example, skillset 1 is enabled and appears on the display first.
Chapter 14 Monitoring Call Center call activity 187 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.
Chapter 14 Monitoring Call Center call activity Logging off Log off when you complete your shift or will be away from your telephone for an extended period. 1 From the display that shows your name on the top line, press OUT. The date and time display appears. If OUT does not appear, you are not logged on to any skillsets. Changing your supervisor password Keep your password confidential. Change your password regularly, about every 30 days. 1 Press ≤·‚›. 2 Enter your Agent ID number and press OK.
Chapter 14 Monitoring Call Center call activity 189 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. Note: Supervisor Help is available for Business Communications Manager. It is not available for CallPilot 100/150.
Chapter 14 Monitoring Call Center call activity If the supervisor denies or ignores a help request, the request is escalated. The ≤·‚fl indicator flashes quickly on the sets of all supervisors who are notified of the escalated request. Active escalated requests take precedence over missed requests, so the Supervisor Help LCD indicator does not flash slowly if there are active requests that have not been accepted.
Chapter 14 Monitoring Call Center call activity 191 Configuring Supervisor Help To set up Supervisor Help you must configure the general Call Center properties for request timeout and supervisor selection method.
Chapter 14 Monitoring Call Center call activity How to handle missed requests When a supervisor’s Supervisor Help LCD indicator is flashing, the supervisor can retrieve escalated or missed Supervisor Help requests. If there are one or more requests, Call Center shows all of the requests. Escalated requests for calls that are still active are shown first, from the oldest to most recent. After that, missed requests are shown from the oldest to the most recent.
Chapter 15 Activity Codes Agents use Activity Codes to allocate the time they spend on calls to one or more activities. Call Center stores the amount of time allocated to an Activity Code and the number of times an Activity Code is entered. You can generate reports that show the length of time the caller and agent discussed the topic designated to the corresponding Activity Code. Activity Codes are available for Business Communications Manager Basic and Professional, and CallPilot 150.
Chapter 15 Activity Codes Agents have the option of pressing ≤·‚‡ to enter an Activity Code from the time the call starts until the end of the active peg period. Agents have the option of pressing ≤·‚‡ and entering an Activity Code from the time the call starts until the end of the active peg period. Agents can enter ≤·‚‡ any number of times during the active peg period to record activities for the same call. Agents can enter a maximum of 5 Activity Codes per ≤·‚‡ session.
Chapter 15 Activity Codes 195 Examples of Activity Code calls During an active call, each time an agent enters an Activity Code, the time up to that point is recorded with the Activity Code entered. The start time is either when the agent answers the call or, if the agent has already entered an Activity Code, when the agent enters the last Activity Code. The time period for the final Activity Code entry (after the call ends) covers the time up to when the call ends.
Chapter 15 Activity Codes Activity Codes Call Center automatically enters: Autopegs and System Activity Codes Call Center has two types of Activity Codes it can automatically enter: • • Autopegs. See “Autopegs” on page 196. System Activity Codes. See “System Activity Codes” on page 197.
Chapter 15 Activity Codes 197 Autopeg example 3 During the call, the agent enters three Activity Codes. The agent does not enter another Activity Code during the active peg period. Call Center counts Activity Code 1, 2, and 3 for an additional 12 minutes. The count is 1 for each Activity Code. Time Activity Peg time 9:00 Start of call 9:06 Agent enters Activity Codes 1,2,3 9:18 End of call. End of active peg period. Call Center autopegs Activity Codes 1,2,3.
Chapter 15 Activity Codes Examples of System Activity Code calls Example 1: No Peg A call where the agent does not enter an Activity Code. Time Activity 9:00 Start of call 9:10 End of call Peg time If Activity Codes are Prompted and the agent does not enter an Activity Code, Call Center starts a F907 session. If the Break Time is 0, Call Center does not start a F907 session.
Chapter 15 Activity Codes 199 Example 3: No Peg and Non Agent A Prompted call transferred to non-agent, where the agent does not enter an Activity Code. Time Activity Peg time 9:00 Start of call 9:06 Agent transfers the call to a non-agent and does not enter an Activity code. As soon as the agent transfers the call, a F907 session starts on the agent’s telephone. 9:10 End of call. Call Center records 6 minutes for the Non Agent Talk Time System Activity Code. 6 minutes End of active peg period.
Chapter 15 Activity Codes Prompted and Optional Activity Code logging You apply the Prompted or Optional setting to skillsets and agents using CallPilot Manager. If you set a skillset to Prompted, all of the calls to the skillset must have Activity Codes entered for them. If you set an agent to Prompted, the agent must enter an Activity Code for every call they answer. If either the skillset or the agent setting is Prompted, entering Activity Codes for calls is prompted.
Chapter 15 Activity Codes 201 Example 3: Prompted or Optional where the agent enters an Activity Code during a call Time Activity 9:00 Start of call 9:05 Agent enters Activity Code 1 9:11 End of call. Peg time 5 minutes End of the active peg period. Call Center autopegs Activity Code 1 for 6 6 minutes minutes.
Chapter 15 Activity Codes How Activity Codes interact with system features Transfer to Agent If a call is transferred to another agent, the second agent can continue to enter Activity Codes for the call. Here are three examples, all with Prompted Activity Codes. Example 1: Both agents enter Activity Codes Time Activity 9:00 Start of call 1 9:05 Agent 1 enters Activity Code 1 9:07 Agent 1 transfers call to agent 2.
Chapter 15 Activity Codes 203 Example 3: The second agent enters an Activity Code Time Activity. Peg time 9:00 Start of call 1 9:07 Agent 1 transfers the call to agent 2. As soon as Agent 1 transfers the call, a prompted F907 session starts on their telephone. If agent 1 does not enter an Activity Code before the end of the Active Peg period, Call Center records the No Peg System Activity Code for 7 minutes. 9:10 Agent 2 enters Activity Code 2 9:15 End of call.
Chapter 15 Activity Codes Creating Activity Codes You create Activity Codes using CallPilot Manager. The Activity Codes table can have a maximum of 2,000 entries. To create an Activity Code 1 Click the Call Center heading and click the Activity Codes link. The Activity Codes page appears. 2 Click the Insert link. The Activity Code Setup page appears. 3 In the Activity Code box type the number of the activity code, for example, 1. The number can be a maximum of 16 digits long.
Chapter 15 Activity Codes 205 Changing an Activity Code You can change an Activity Code’s name and description. You cannot change an Activity Code’s number. 1 Click the Call Center heading and click the Activity Codes link. The Activity Codes page appears. 2 Click the Change link for the Activity Code you want to change. The Activity Code Setup page appears. 3 Make the changes you want to the Activity Code’s name and description. 4 Click the Submit button.
Chapter 15 Activity Codes Importing Activity Codes If you use Business Communications Manager, you can import files of Activity Codes. You can update the Activity Code table with a spreadsheet or other file. You specify whether the file replaces the Activity Code list, or is added to it. Creating a list of Activity Codes The file you create to import must: • • be in ASCII format. If you create the list in Notepad, save it in ANSI format. If you create the list in Excel, save it in .csv format.
Chapter 15 Activity Codes 207 To import a list of Activity Codes 1 Click the Call Center heading and click the Activity Codes link. The Activity Codes page appears. 2 Click the Import button. The Importing Activity Codes dialog box appears. 3 In the Load Activity Code From box, enter the path of the file you want to import or click the Browse button and locate the file.
Chapter 15 Activity Codes Assigning Activity Code settings to agents and skillsets By default agents and skillsets have Optional prompting for Activity Codes.
Chapter 15 Activity Codes 209 How agents enter Activity Codes ≤·‚‡ is the Feature Code for Activity Codes. We recommend that agents program ≤·‚‡ to a memory button on their telephone. For how to program a Feature Code to a memory button see “Programming a memory button with a Feature Code” on page 30. 1 During or after a call but before the end of the active peg period, the agent presses ≤·‚‡.
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Chapter 16 Tips for operating Call Center This chapter provides tips to improve the operation of Call Center. Agent administration • • Agents can log on to any telephone on the system. Call Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an abandoned agent set. If an agent does not answer a call within a specified number of rings, the call returns to the skillset to be presented to another agent, and the telephone is placed into Auto Busy Mode by Call Center.
Chapter 16 Tips for operating Call Center Routing Table administration • • • • • Use Forced Play greetings sparingly. If you use Forced greetings, keep them as short as possible. Many long Forced Play greetings slows transferring calls to agents and causes unpredictable increases in distribution times. Calls in other skillsets are not affected.
Chapter 16 Tips for operating Call Center 213 How to calculate the longest time a caller can be on hold The formula used to calculate the longest wait time a caller can be on hold without hearing a greeting is: maximum calls Wait Time = ------------------------------------ – 1 x maximum greeting length voice channels where: • • • • wait time is the longest time in seconds that a caller can be on hold without hearing a greeting maximum calls is the maximum number of calls that Call Center can no
Chapter 16 Tips for operating Call Center Tips to improve the efficiency of Call Center Plan for busy times: • • • when you assign agents to the skillsets, assign as many qualified agents as possible to answer calls for the skillsets have agents log on to a skillset when it gets busy have routing that moves the call to another skillset with a higher priority Plan for slow times: • • for example, if agents are logged on to skillset 1 only, ensure that incoming calls to skillset 2 overflow to skills
Chapter 16 Tips for operating Call Center • • 215 Do not assign IP telephones to the DN used by Call Center. The user does not receive an error message if this happens, even though IP telephones usually warn a user if there are conflicting telephone DNs. Therefore, ask your System Administrator for a list of the CDNs that are used by Call Center. Do not use any CDNs that are used by Interactive Voice Response as Call Center CDNs. You can use B2 CDNs if • • you use a CallPilot 150 platform.
Chapter 16 Tips for operating Call Center • B2 CDNs cannot be used as a prime set for target lines. For information about determining available B1 and B2 extensions on buses 6 and 7 when you use Partial Double Density mode, refer to the Business Communications Manager Programming Operations Guide.
Chapter 17 Examples of Call Center configurations There are many ways to set up Call Center in your company. Here are three examples of how one business configured Call Center to meet its changing needs: • • • “Basic Call Center” on page 217 “Professional Call Center with Reporting” on page 223 “Multimedia Call Center” on page 236 Basic Call Center Mosaic Hardwood Flooring is a business that receives many calls each day. Most of the calls are for sales or installation and service.
Chapter 17 Examples of Call Center configurations General Configuration Keycode Basic Call Center Hardware Business Communications Manager Agents Agent 1- Bob Agent 2- John Agent 3- Jane Agent 4- Sales4 Agent 5- Inst_Supp1 Agent 6- Installer1 Agent 7- Installer2 Agent 8- Installer3 Agent 9- Installer4 Agent 10- Installer5 Agent 11- Installer6 Agent 12- Installer7 Agent 13- Installer8 Agent 14- Installer9 Greeting 1 & 2 Thank you for calling Mosaic Hardwood Flooring.
Chapter 17 Examples of Call Center configurations 219 Routing Tables Day Routing Table steps 1 - Greeting 1 2 - Distribute 01:30 (mm:ss) 3 - Greeting 3 4 - Go to Step 2 Night Routing Table steps 1 - Send to Skillset Mailbox Nortel Networks Call Center Set Up and Operation Guide
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Chapter 17 Examples of Call Center configurations 221 Skillset 2 properties Name Serv_Inst MWI DN 334 Method Least busy Attendant Ext 222 Use previous __ calls to calculate EWT 10 EWT Increase Allowed Enabled Initial Call Duration 00:03:00 Activity Code Entry Type Optional Agents 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14 Routing Tables Day Routing Table steps 1 - Greeting 2 2 - Distribute 01:30 (mm:ss) 3 - Greeting 3 4 - Go to Step 2 Night Routing Table steps 1 - Send to Skillset Ma
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Chapter 17 Examples of Call Center configurations 223 Professional Call Center with Reporting A year after they installed Basic Call Center, Mosaic Hardwood Flooring moved to a larger location and expanded their team to 33 members. They also now have one PRI trunk, which lets them handle more calls. Mosaic wants to upgrade their Call Center to keep up with their increased call volume. They want to be able to direct calls to sales, customer service, preferred customers, and installation bookings.
Chapter 17 Examples of Call Center configurations General Configuration Additional keycodes Call Center Professional Upgrade, Reporting for Call Center Agents Agent 1- Bob Agent 2- John Agent 3- Jane Agent 4- Sales4 Agent 5- Installation booker 1 Agents 6-14 Installers Agents 15-19 Sales Agent 20- Installation booker 2 Agent 21-22 Supp_book1 Agents 23-33- Installers Greetings Welcome to Mosaic Hardwood Flooring Sales department.
Chapter 17 Examples of Call Center configurations 225 Greeting 53 The expected wait time for your call is 12 minutes. Please stay on the line or press 9 to leave a message Greeting 54 The expected wait time for your call is 15 minutes. Please stay on the line or press 9 to leave a message. Greeting 55 All of our representatives are currently assisting other clients. Please remain on the line, or press 9 to leave a message.
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Chapter 17 Examples of Call Center configurations 227 Lines Skillset 1 Properties Name Sales MWI DN 333 Method Least busy Attendant Ext 222 Use previous __ calls to calculate EWT 10 EWT increase allowed Enabled Initial call duration 00:03:00 Activity Code entry type Prompted Agents 1, 2, 3, 4, 15, 16, 17, 18, and 19 Nortel Networks Call Center Set Up and Operation Guide
Chapter 17 Examples of Call Center configurations Routing Tables Day Routing Table steps 1 - Greeting 1 Advanced Caller Input: Table 1 2 - Distribute 00:50 3 - Greeting 8 4 - Distribute 00:50 5 - EWT Table 1 Basic Caller Input: 9 = Transfer to skillset mailbox 6 - Distribute 00:50 7 - Greeting 9 8 - Distribute 01:20 9 - Greeting 7 Basic Caller Input: 9 = Transfer to skillset mailbox 10 - Go to step 2 Night Routing Table steps 1 - Send to Skillset Mailbox P0605665 03
Chapter 17 Examples of Call Center configurations 229 Service Mode Overflow Nortel Networks Call Center Set Up and Operation Guide
Chapter 17 Examples of Call Center configurations Skillset 2 Properties Name Support MWI DN 334 Method Least Busy Attendant Ext 222 Use previous __ calls to calculate EWT 10 EWT Increase Allowed Enabled Initial Call Duration 00:03:00 Activity Code Entry Type Prompted Agents 21, 22, 6, 7, 8, 9, 10, 11, 12, 13, 14, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33 Routing Tables Day Routing Table steps 1 - Greeting 2 Advanced Caller Input: Table 2 2 - Distribute 00:50 3 - Greeting 10 4 - Dist
Chapter 17 Examples of Call Center configurations 231 Night Routing Table steps 1 - Send to Skillset Mailbox Service Mode Overflow Nortel Networks Call Center Set Up and Operation Guide
Chapter 17 Examples of Call Center configurations Skillset 3 Properties Name Installation MWI DN 335 Method Least Busy Attendant Ext 222 Use previous __ calls to calculate EWT 10 EWT Increase Allowed Enabled Initial Call Duration 00:30:00 (hs:mm:ss) Activity Code Entry Type Prompted Agents 5, 20 Routing Tables Day Routing Table steps 1 - Greeting 3 Advanced Caller Input: Table 2 2 - Distribute 00:50 3 - Greeting 12 4 - Distribute 00:50 5 - EWT Table 1 Basic Caller Input: 9 = Transfer
Chapter 17 Examples of Call Center configurations 233 Night Routing Table steps 1 - Send to Skillset Mailbox Service Mode Overflow Nortel Networks Call Center Set Up and Operation Guide
Chapter 17 Examples of Call Center configurations Skillset 4 Properties Name Preferred MWI DN 336 Method Least Busy Attendant Ext 222 Use previous __ calls to calculate EWT 10 EWT Increase Allowed Enabled Initial Call Duration 00:30:00 (hs:mm:ss) Activity Code Entry Type Prompted Agents 1, 2, 3 Routing Tables Day Routing Table steps 1 - Greeting 4 2 - Distribute 00:30 3 - Greeting 5 Basic Caller Input: 9 = Transfer to skillset mailbox 4 - Distribute 00:30 5 - EWT Table 1 Basic Caller
Chapter 17 Examples of Call Center configurations 235 Night Routing Table steps 1 - Send to Skillset Mailbox Service Mode Overflow Nortel Networks Call Center Set Up and Operation Guide
Chapter 17 Examples of Call Center configurations Multimedia Call Center Mosaic Hardwood Flooring wants to enhance their webpage to be voice-enabled. They send an e-mail to select customers with the latest information about new products and specials. The message has with an HTML link that links customers to Mosaic Hardwood Flooring staff. Mosaic also puts voice-enabled HTL links on the web pages of their sponsors.
Chapter 17 Examples of Call Center configurations Greeting 148 237 Voice Welcome to Mosaic Hardwood Flooring. Please stay on the line for one of our representatives. Image A picture of the company logo that Multimedia Call Center displays in callers’ web browsers. Greeting 149 Voice A service advertisement Image A picture that corresponds to the advertisement that Multimedia Call Center displays in callers’ web browsers.
Chapter 17 Examples of Call Center configurations Lines Outdial with pool PRI-A Skillset 5 Skillsets 1 - 4 are unchanged.
Chapter 17 Examples of Call Center configurations 239 Routing Tables Day Routing Table steps 1 - Greeting 148 Forced Greeting 2 - Distribute 01:30 3 - Greeting 149 4 - Distribute 01:30 5 - Greeting 150 6 - Go to step 2 Night Routing Table steps 1 - Send to Skillset Mailbox Nortel Networks Call Center Set Up and Operation Guide
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Chapter 18 Troubleshooting Call Center This chapter contains troubleshooting information for problems that can occur while setting up and operating Call Center. Resetting passwords You can reset passwords if they are lost or forgotten.
Chapter 18 Troubleshooting Call Center To reset the Operator password using a phone 1 Press ≤·°fi. 2 Press ‡. In this example, xxx represents the CDN for skillset 1. 3 Enter ‡‹‡‹°fl‡‹‡‡‡·‹ (Resetoperpswd) and press OK. Reset pswd? YES NO 4 Press YES. Exit 5 The session ends. The Operator password is now reset to fl‡‹‡¤°fl‡ (Operator.) Set xxx NEXT Pswd: RETRY OK Resetting the Call Center Administrator password You can reset the Call Center Administrator password if it is lost or forgotten.
Chapter 18 Troubleshooting Call Center 243 Agent problems Agent log on problems If an agent cannot log on at their phone: • • • ensure the agent ID and password match check to see if the agent is already logged on to a different phone check to see if a different agent is logged on to this phone 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 skillse
Chapter 18 Troubleshooting Call Center 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. Do Not Disturb Instead of using Do Not Disturb, agents must use the Not Ready Feature Code (≤·‚°).
Chapter 18 Troubleshooting Call Center 245 Follow-me browsing (Multimedia Call Center Agents only) Follow-me browsing does not work with embedded Flash animations. If an agent clicks a Flash button, the image the agent sees is not displayed to the caller. Tell agents that if the page they are sending to the caller contains Flash animations, they must tell the caller to display the page by, for example, clicking the Next button, or telling them what item to click on the page to display the next page.
Chapter 18 Troubleshooting Call Center Skillset problems Problems enabling skillsets Make sure that skillsets are assigned a valid CDN before you enable them. If you cannot enable a skillset, make sure you assigned it a valid CDN. For information about skillset CDNs refer to “Control DN” on page 44. Problems changing skillset properties If you cannot change a skillset’s properties, there are two possible reasons: • The call center skillset is enabled.
Chapter 18 Troubleshooting Call Center 247 Call processing problems To achieve the most efficient use of your Call Center, make sure you operate Call Center within its maximum limits. If you overload Call Center, slow or unpredictable call processing times can occur. The Call Center maximum configuration limits are 80 active agents, 100 active calls and 50 skillsets.
Chapter 18 Troubleshooting Call Center Calls do not distribute to certain agents Check that the agent is logged on and available. You can view the agent in Reporting for Call Center or supervisor monitor. Agents are automatically Logged Out or Made Not Ready if: • a call is distributed to the agent and they do not answer the call.
Chapter 18 Troubleshooting Call Center 249 Call Center calls do not follow Call Forward rules, but non-Call Center calls do For example, an agent is logged onto a set that is configured to CFNA to voicemail. A call is distributed to the agent, who does not answer it, and the call is returned to the skillset, but the desired behavior is to transfer the call to voicemail. Non-Call Center calls that do not get answered do go to voicemail.
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Chapter 19 Call Center Programming Record For this programming task see on page Record the Feature Codes used by Call Center Feature Codes 252 Record the line information for lines answered by Call Center Line answering 262 Record the Operator and Business Status settings Operator/Business Status 252 Record the number of reserved channels, the Primary and Secondary Alert times and the Master Client Address General Call Center properties 252 Record agent ID, agent name, Priority, supervis
Chapter 19 Call Center Programming Record Feature Codes Feature code name Dialpad buttons Custom Feature Code Display Waiting Calls ≤·‚· ≤ · ____ ____ Open Mailbox ≤·°⁄ ≤ · ____ ____ Log on/Log off ≤·‚› ≤ · ____ ____ Not Ready ≤·‚° ≤ · ____ ____ ≤ · ____ ____ Return to skillset on No Answer Voicemail DN ≤·°fi ≤ · ____ ____ Operator status ≤·°¤ ≤ · ____ ____ Supervise ≤·‚fi ≤ · ____ ____ Supervisor Help ≤·‚fl ≤ · ____ ____ General Call Center properties Number of Reserved channe
Chapter 19 Call Center Programming Record 253 Call Center skillsets Skillset parameter Rules Default Skillset name Maximum 16 characters SKILLn Skillset # Extension cannot be used by Control DN (CDN) another telephone or peripheral MWI extension Method Least Busy or Preferred Least Busy Break Time Enter as mm:ss minimum: 00 min 00 sec maximum: 59 min, 59 sec 00:30 Delay answer Enter as mm:ss minimum: 00 min 00 sec maximum: 10 min 00 sec 00:00 Attendant ext Attendant extension for the skil
Chapter 19 Call Center Programming Record Call Center Greetings Greeting number P0605665 03 Greeting information
Chapter 19 Call Center Programming Record 255 Intelligent Overflow Routing Skillset: Service Mode (circle one) Conditions Action Day Night 24 Hour Timer: ____:____ N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 Hour Timer: ____:____ N Move to skillset: ___ Overflow to skillset(s): _________________ Send to skills
Chapter 19 Call Center Programming Record Call Center agents Agent ID Agent name and type P0605665 03 Supervis Names and #s of skillsets or status agent is assigned to Y/N Priority Missed Call Option Auto Answe r Y/N
Chapter 19 Call Center Programming Record 257 Skillset assignments Skillset name and # Agent ID and name Priority Nortel Networks Call Center Set Up and Operation Guide
Chapter 19 Call Center Programming Record Skillset mailboxes Skillset # Mailbox name P0605665 03 Mailbox number (Control DN) MWI extension Mailbox password
Chapter 19 Call Center Programming Record 259 Routing Tables Skillset # _______________ Step # Day or Night _______________ Type of step: Greeting, Distribution, Transfer, Intelligent Caller Input Routing Basic or Advanced, Disconnect Step parameters Nortel Networks Call Center Set Up and Operation Guide
Chapter 19 Call Center Programming Record Caller Input Rules Rule table # _______________ Match string P0605665 03 Action Length: Fixed _______________ Variable _______________
Chapter 19 Call Center Programming Record 261 Intelligent CLID/DNIS Routing Type of call: Line, Multimedia Call Center, CLID/ANI, DNIS Action Nortel Networks Call Center Set Up and Operation Guide
Chapter 19 Call Center Programming Record Line answering Line # P0605665 03 Skillset # # of rings (0 to Expected Wait Time settings 12) for Caller ID minimum 2 rings
Glossary AA See Automated Attendant. Agent An agent is a person who is assigned to answer calls for one or more skillsets in your call center. Agent ID When you add an agent, Call Center assigns an agent ID number you use to identify the agent. The agent uses their agent ID number and password to log on when they are ready to receive calls. Alert times Alert times are time limits that you assign for calls waiting in skillsets.
Glossary CDN See Control Directory Number. Call Center Call Center receives, holds and routes calls to agents in a call center. call center A call center is a department or a business that uses Nortel Networks Call Center to handle numerous incoming calls. A call center typically employs several agents to answer calls. Call Center Administrator The Call Center Administrator sets up, and manages the day-to-day operation of a call center.
Glossary 265 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.
Glossary Dynamic call priority Call priority is distinct from agent priority. If a waiting call needs to be routed, for example when an agent becomes available, Call Center determines which waiting call must be handled next. This is the call with the highest priority, or, if all the waiting calls have the same priority, the call with the longest wait time. Call Center then determines the right agent to handle the call.
Glossary 267 Memory button indicator Memory button indicators are the triangular-shaped indicators on a phone next to the memory buttons. Memory button indicators can be used to monitor call activity and view the Login/Logout status and the Not Ready status of agents. Message Waiting Indication (MWI) The Message Waiting Indication appears on a phone display as Message for you when there are new messages.
Glossary 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.
Index Numerics 24 Hour Service mode, skillset 116 A Activity Codes 45 agent settings 208 Autopegs 196 Break Time 203 changing 205 creating 204 definition 193 deleting 205 examples 195 how agents use 209 importing 206, 207 Optional 193, 194, 200 Prompted 193, 194, 200 reports 208 skillset 45 skillset settings 208 System Activity Codes 197 System Activity Codes, examples 198 Adding agents to a skillset 54 agents to Call Center 35 multiple agents to Call Center 37 Additional Routing Steps 12 Agent adding
Index CallPilot Auto Attendant and Call Center 14 call routing 14 CCR and Call Center 14 CallPilot mailbox interface 28 CallPilot Manager 13, 16, 19 interface 23 starting 19 timeout 23 Caption Expected Wait Time table 133, 139 greeting 113, 139 CCR and Call Center 14 CFB 244 CFNA 244 Changing agent information 39 language 169 skillset mailbox password 66 Channels reserved 171 voice 171 Character limit for Off-premise Message Notification destination number 91, 92, 94, 103 Checking the telephone mailbo
Index agent 32 Custom Feature Codes 32 descriptions 31, 32 determining 29 Display Waiting Calls 31, 32, 171, 179, 186 Log off 31, 32 Log on 31, 32 Monitor Agents 31 Monitor skillsets 32 Not Ready 32 Open Mailbox 31, 32 Operator Settings 31 programming memory buttons 30 Skillset Status 31 Supervisor Help 31, 32 Voicemail DN 31 Secondary alert time 171 Initializing a skillset mailbox 63 Intelligent Caller Input Routing Advanced 12, 115 Basic 12, 115 Intelligent CLID/DNIS Routing 12, 115 Intelligent Overflow
Index envelope, Norstar Voice Mail 75 next, CallPilot 77 next, Norstar Voice Mail 76 pausing 76 previous, CallPilot 77 previous, Norstar Voice Mail 76 rewinding 75, 77 skipping forward 76, 77 skipping to end 75 quitting 76 replaying 76 replying, CallPilot 78, 79 replying, Norstar Voice Mail 76, 79 saving 76 silence timeout 79 skillset mailbox 61 Method of Call Distribution 44, 267 Monitoring agent calls 179 call activity, about 179 example of monitoring 186 logging on to monitor agents 182 Primary ale
Index Remotely opening a skillset mailbox 65 Replaying messages 76 Reply feature 77 Replying to an external message sender 81 using the DIAL option 81 to an internal message sender 79 to messages, CallPilot 78 to messages, Norstar Voice Mail 76 Reserved channels 171, 213 Resetting agent password 39 Call Center Administrator password 242 Operator password 241 skillset mailbox password 67 Restrictions for using Call Forward No Answer 244 Restrictions for using Call Forward on Busy 244 Retrieving deleted messa
Index greeting example 68, 72 initializing 63 leaving a message in 212, 214 listening to messages 74 Message Waiting Indication extension 62 messages 74 messages waiting 267 number 44, 61, 62 opening 64 opening remotely 65 password 63, 66 password, changing 66 resetting password 67 retrieving messages 74 setting up 61 tips 212, 214 Skillset parameters Control Directory Number (CDN) 44 Delay answer 265 Message Waiting Indication extension 267 Method of Call Distribution 267 setting up 46 Skillset name