Call Center Set Up and Operation Guide - textfiles.com

1 Part No. P0919436 03 Nortel Networks Call CenterSet Up and Operation Guide2P0919436 03 Nortel Networks Call Center Set Up and Operation GuideCopyright 2002 Nortel NetworksAll rights reserved. information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc.

2 The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license. The software license agreement is included in this NETWORKS is a trademark of Nortel , MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft other trademarks and registered trademarks are the property of their respective 3 Nortel Networks Call Center Set Up and Operation GuideContentsChapter 1 About Nortel Networks Call Center .. 9 Professional and Basic Call Center .. 9 Call Center features .. 10 Using Call Center with callpilot .

3 12 Automated Attendant .. 12 Custom Call Routing (CCR) .. 12A comparison of Basic and Professional Call Center .. 13 Call Center maximum capacities .. 15 Related documents .. 15 How to get help .. 16 Chapter 2 About setting up Call Center .. 17 Using callpilot Manager to set up Call Center .. 17 About the callpilot Manager interface .. 19 System timeout .. 19 Call Center password access .. 20 Setting up Call Center from a two line display telephone .. 21 System timeout .. 21 Using the dialpad .. 22 Symbols and conventions used in this Guide .. 23 About telephone buttons.

4 23 Checking which telephone mailbox interface you use .. 24 Chapter 3 Using Feature Codes .. 25 Feature Codes .. 25 Programming a memory button with a Feature Code .. 26 Feature Codes used by the Call Center Administrator .. 27 Feature Codes used by Call Center agents and supervisors .. 28 Agent Feature Codes .. 284 ContentsP0919436 03 Chapter 4 Setting up Call Center agents .. 29 About adding agents .. 29 Agent properties .. 29 Adding an agent or a supervisor .. 31 Adding more than one agent .. 32 Changing agent information .. 33 Resetting an agent s password.

5 33 Deleting an agent .. 34 Logging an agent off .. 35 Chapter 5 Setting up skillsets .. 37 About skillsets .. 37 How incoming calls are sent to a skillset .. 37 Skillset properties .. 38 Setting up or changing a skillset .. 40 Setting up DID routing .. 42 Setting up CLID/DNIS Routing .. 43 Examples of using CLID/DNIS Routing .. 43 CLID/DNIS Routing Table properties .. 44 Changing a CLID/DNIS Route .. 46 Assigning an agent to a skillset .. 48 Dynamic Agent Priority .. 48 Changing an agent s priority in a skillset .. 50 Removing an agent from a skillset.

6 51 Viewing agents in a skillset .. 51 Enabling a skillset .. 52 Disabling a skillset .. 53 Unconfiguring a skillset .. 54 Chapter 6 Setting up skillset mailboxes .. 55 About skillset mailboxes .. 55 Determining a skillset mailbox number .. 56 Initializing a skillset mailbox .. 57 Opening a skillset mailbox .. 58 Opening a skillset mailbox remotely .. 59 Skillset mailbox password .. 60 Changing a skillset mailbox password .. 60 Resetting a skillset mailbox password .. 61 Recording skillset mailbox greetings .. 62 Contents 5 Nortel Networks Call Center Set Up and Operation GuideExamples of Primary and Alternate greetings.

7 62 Choosing a Primary or Alternate skillset mailbox greeting .. 64 Recording a Personalized skillset mailbox greeting .. 66 Deleting a Personalized skillset mailbox greeting .. 67 Checking skillset mailboxes for messages .. 68 Playing skillset mailbox messages .. 69 Retrieving erased messages .. 72 Replying to messages .. 73 Replying to an internal caller .. 73 Replying to an external caller .. 75 Chapter 7 Off-premise Message Notification .. 77 About Off-premise Message Notification .. 77 Assigning an outdial method to a skillset mailbox .. 78 Off-premise Message Notification parameters.

8 79 Setting up Off-premise Message Notification .. 80 About setting up Off-premise Message Notification to a pager number .. 85 Changing Off-premise Message Notification .. 90 Deleting a destination number .. 98 Adding a destination number .. 99 Turning Off-premise Message Notification on or off .. 100 Chapter 8 Recording Call Center Greetings .. 101 About Call Center greetings .. 101 Types of Call Center greetings .. 101 Recording a Call Center greeting .. 103 Importing a Call Center greeting .. 105 Exporting a Call Center greeting .. 106 Chapter 9 Setting up Routing Tables.

9 107 About Routing Tables .. 107 About Intelligent routing .. 107 Intelligent Overflow Routing .. 108 Examples of Intelligent Overflow Routing rules .. 110 Assigning Intelligent Overflow Routing to a skillset .. 114 Moving an Intelligent Overflow rule .. 116 Modifying an Intelligent Overflow Rule .. 117 Deleting an Intelligent Overflow Rule .. 117 Day and Night Routing Tables .. 1186 ContentsP0919436 03 Fax Detection .. 118 About types of Routing Table steps .. 119 Greeting step parameters .. 120 Adding a Greeting step .. 121 Adding a Distribute for step.

10 124 Adding a Goto step .. 125 Adding a Transfer step .. 126 Adding a Disconnect step .. 127 Assigning Routing Table hours of Operation .. 128 Setting the Service Mode for skillsets .. 130 Example of a Day Routing Table .. 132 Example of a Night Routing Table .. 134 Changing a Routing Table .. 135 Reviewing Routing Table steps .. 135 Modifying Routing Table steps .. 135 Deleting Routing Table steps .. 136 Creating Caller Input Rules .. 137 Using wildcard characters .. 140An example of using Intelligent Caller Routing, Advanced .. 140 Changing a Caller Input rule.