Part No. N0025637 01
December 2, 2004
Call Center
Telephone Administration
Guide
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3
Contents
What you can administer through a telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 19
Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Setting Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Setting Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Setting the Supervisor Help request timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Resetting the Call Center Administrator password . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Call Center greetings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
About Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Types of Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Recording a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
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Contents
Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Setting up a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Checking which telephone mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . 57
Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 65
Deleting a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Checking skillset mailboxes for messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Playing skillset mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Using the Reply feature to reply to an external caller . . . . . . . . . . . . . . . . . . . . . . 76
Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
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Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Setting up agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Adding an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Changing an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Adding multiple agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Assigning several agents to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Removing agents from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Viewing agents in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Logging an agent off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Deleting an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Resetting an agent password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Adding Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Changing and viewing Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Deleting Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Routing table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Adding a Distribute for step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Changing a routing table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Modifying Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Erasing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Setting the Service Modes for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
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Contents
Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Setting up Silent Monitor on your system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Monitoring tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
To monitor skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
An example of monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Taking some Not Ready time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
How Supervisor Help works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Configuring Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
An example of retrieving an escalated request . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
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General Call Center parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Call Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Skillset assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
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Contents
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9
Chapter 1
About Call Center
This guide leads a Call Center Administrator through setting up and operating Call Center on a
CallPilot 100/150 or BCM50 system. You can program Call Center using any two-line display
telephone on your telephone system. You can also use the web-based CallPilot Manager to set up
and operate Call Center.
Call Center is an application that handles incoming calls as efficiently and economically as
possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely
matches the needs of the caller. Calls can be routed based on the origin of the call, the destination
of the call, or the information entered by the caller. Callers can be given high or low priorities.
Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a
message, and hear announcements and informative messages.
For information about Call Center features, refer to the Call Center Set Up and Operation Guide.
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10 Chapter 1 About Call Center
What Call Center includes
You can use Enhanced or Basic Call Center on CallPilot. Basic Call Center is available for
BCM50.
Features
Basic Call Center
Enhanced Call Center
Skillsets
2
1
30
29
Overflow skillsets
Configured agents (available agent IDs)
Agent priority levels
20
100
20
Active agents
10
15
15
Enhanced: max 50, min 20
Active calls in all skillsets
Maximum active calls per skillset
48
48
Lines that can be configured for Call
Center
15
30
8
Voice ports (shared with CallPilot or
dedicated)
(You can have an additional 8 for CallPilot if you have 2 CallPilots
on 1 KSU)
Routing tables per skillset
Greetings
2
30
50
Steps per routing table
Skillset mailboxes
Supervisors
20
2
30
16
10
Silent is available only if a MICS 7.0 or later KSU is used.
Otherwise, muted mode is available. Only one mode is available
at a time, so if silent monitor is available, muted monitor is not.
Supervisor functionality, including call
monitoring
Maximum simultaneous monitoring
sessions
6
Day of Week Service: you specify the
start times for the day and night skillset
for each day of the week
Available
Limited Feature 983 telephone
administration
Available
Supervisor Help
Available with Silent Monitor. Not supported with Muted Monitor.
Expected Wait Time
Activity Codes
5 tables
20 tables
2,000 entries
Dynamic agent priority levels
Caller Input Tables
CallPilot Manager
Not available
Not available
20
30
Available
Enabled with optional Software
Authorization Code
Call Center Reporting
Included
20
Dynamic call priority levels
Not available
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Chapter 1 About Call Center 11
Features
Basic Call Center
Enhanced Call Center
Overflow rules per skillset
20
20
Basic Intelligent Caller Input Routing:
the ability to route a call to an Operator,
Auto Attendant, skillset mailbox, CCR
Tree or internal or external number
Available
Advanced Intelligent Caller Input
Routing: the ability to route a call based
on multi-digit fixed or variable strings
Not available
Available
Delegated Call Center Administration:
the System Administrator can create a
password to give a Call Center
Administrator or supervisor access to
Call Center administration.
Available
Available
Intelligent Overflow Routing: rules you
create to overflow, change the priority of,
and move calls to multiple skillsets, a
skillset mailbox, an internal or external
number, a mailbox, the Auto Attendant
or an operator.
Intelligent CLID/DNIS Routing
Overflow rules per skillset
Not available
Available
20
Service Mode: you specify the start and
end times for the day and night skillset
for each day of the week
Available
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12 Chapter 1 About Call Center
What you can administer through a telephone
Call Center properties
Software authorization code
Primary and Secondary Alert times
Reserved Channels
Supervisor Help
Caller ID display settings
Lines
Answer lines status
Reset Administrator password
Call Center greetings
NOTE: You must use CallPilot Manager to add Greeting
captions.
Skillsets
Parameters: name, number, control DN,
Message Waiting Indicator DN, Method of
Distribution, Break Time, Delay Answer,
Activity Code and Expected Wait Time
settings, service mode, prompt language,
attendant extension.
Monitor skillsets
NOTE: you must use CallPilot Manager to set up Caller Input
Rules and Expected Wait Time and Activity Code tables.
Skillset mailboxes
initialize a skillset mailbox
change a skillset mailbox password
record skillset mailbox greetings
play skillset mailbox messages
Off-premise message notification
Agents
Agent ID, name, supervisor, automatic
Code entry type
Assign agents to skillsets
Log an agent off
Reset an agent password
Monitor agents
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Chapter 1 About Call Center 13
Routing
Intelligent Overflow Routing
Greeting step
Distribute for step
Goto step
Transfer step
Disconnect step
Expected Wait Time tables
NOTE: You must use CallPilot Manager. You cannot
administer EWT Tables via telephone.
Activity Codes
NOTE: You must use CallPilot Manager. You cannot
administer Activity Codes via telephone.
Caller Input Rule Tables
Advanced Intelligent Caller Input Routing
NOTE: You must use CallPilot Manager. You cannot
administer Caller Input Rule Tables via telephone.
NOTE: You must use CallPilot Manager. You cannot
administer Advanced Intelligent Caller Input Routing via
telephone.
Related documents
For more information about Call Center refer to the:
•
•
•
•
Nortel Networks Call Center Set Up and Operation Guide
Nortel Networks Call Center Agent Guide
Nortel Networks Call Center Supervisor Guide
Nortel Networks Call Center Reporting Set Up and Operation Guide
For information about setting up CallPilot refer to the:
•
•
•
CallPilot Manager Set Up and Operation Guide
CallPilot Telephone Administration Guide
CallPilot 100/150 Installation and Maintenance Guide
For information about configuring telephony resources, refer to the:
Norstar System Coordinator Guide
•
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14 Chapter 1 About Call Center
How to get help
USA and Canada
Authorized Distributors - ITAS Technical Support
Telephone:
1-800-4NORTEL (1-800-466-7835)
If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#.
If you do not yet have a PIN Code, or for general questions and first line support, you can enter
ERC 338#.
Website:
http://www.nortelnetworks.com/itas/
email:
Presales Support (CSAN)
Telephone:
1-800-4NORTEL (1-800-466-7835)
Use Express Routing Code (ERC) 1063#
EMEA (Europe, Middle East, Africa)
Technical Support - CTAS
Telephone:
00800 800 89009
Fax:
44-191-555-7980
email:
CALA (Caribbean & Latin America)
Technical Support - CTAS
Telephone:
1-954-858-7777
email:
APAC (Asia Pacific)
Technical Support - CTAS
Telephone:
+61 388664627
Fax:
+61 388664644
•
email:
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Chapter 2
About Call Center telephone administration
Setting up Call Center with a two line display telephone
You cannot use a single line display telephone to set up and administer Call Center. You must use
a two line display telephone. Two line display telephones show Call Center commands and
options. A two line display can show up to three display options at once. In some instances, an
option does not have a corresponding display button, and you must select the option by pressing
buttons on the diapad.
An example of a two line display
Skillset 1: Enabled
SKILL NEXT
Display command line
Display button options
Display buttons
System timeout
If you pause longer than 2 minutes (120 seconds) when you program Call Center on a two line
display telephone, the system times out and ends the session. This is a safety feature that prevents
unauthorized use of the system.
For example, if the system times out before you enter all the settings for a skillset, you must use
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16 Chapter 2 About Call Center telephone administration
Using the dialpad
The buttons on your display telephone dialpad act as both numbers and letters. Each button
represents a number and letters of the alphabet.
press the dialpad button that represents the letter or number. Press the
button again to see the next letter or number.
To enter a character
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.
press the BKSP display button.
To delete a character
Numbers and letters on the dialpad.
⁄
›
‡
•
1 ’ -
¤
fi
°
‚
A B C 2 a b c
J K L 5 j k l
‹
fl
·
D E F 3 d e f
G H I 4 g h i
P Q R S 7 p q r s
Quit
M N O 6 m n o
W X Y Z 9 w x y z
T U V 8 t u v
Q Z Zero q z
£ Accepts the displayed letter and “,”
(comma)
The display can show up to 16 characters. Whether the prompt remains on the display depends on
the type of prompt that is displayed.
Pswd:1111
This is an example of a display with fewer than 16 characters, where
the command line prompt remains on the display.
OTHR
RETRY
OK
Name:
RETRY
This display shows the Name: command line prompt.
BKSP
BKSP
OK
OK
P
When you begin to enter the last name, the Name: command line
prompt disappears. For example, if you enter the name Partridge, you
press the pad ‡ for P, and the display drops the Name: prompt.
RETRY
PARTRIDGE
RETRY BKSP
Although the name is only nine characters long, the command line
prompt is not shown on the display after you enter the entire name.
OK
The prompt disappears for these command line prompts:
•
•
•
Name:
Log:
Dest ph:
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Chapter 2 About Call Center telephone administration 17
Symbols and conventions used in this guide
These conventions and symbols are used to represent the Business Series Terminal display and
dialpad.
Convention
Example
Used for
Word in a special font (in the top
line of the display)
Pswd:
Command line prompts on display telephones.
Underlined word in capital letters PLAY
(on the bottom line of a two line
display telephone)
Display option. Available on two line display
telephones. Press the button directly below the
option on the display to proceed.
Dialpad buttons
Buttons you press on the dialpad to select a
particular option.
£
About telephone buttons
This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that
pertain to the type of telephone you use.
M7100, M7208, M7310,
M7324
M7100N, M7208N,
M7310N, M7324N
Button name
Feature
T7100, T7208, T7316
≤
ƒ
©
F
x
Handsfree
Bottom right-hand
button
©
Hold
≥
˙
√
®
≥
Volume Control
Release
-<<< >>>+
√
®
®
You can enter ≤, ƒ or F and the code to use a feature. For example, press
x
≤·°⁄ to access your mailbox.
The T7100 works differently from other telephones on your system because it does not have line
buttons. Where other telephones require that you select a line button to answer a call, on the T7100
terminal you pick up the handset. Where other telephones require you to select a line button to take
a call off hold, you press ≥ on the T7100 terminal.
On T7100 terminals, you can answer a second call by pressing ≥. Your active call is put on hold
and you connect to the waiting call. You can have no more than two active calls at one time.
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Feature codes
You use Feature Codes to perform Call Center functions on your telephone.
Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call
Center can also use custom Feature Codes. If the default Feature Codes are used by another
application, your system automatically assigns custom Feature Codes. If your System
Administrator has assigned custom Feature Codes, you can use the table “Feature Codes” on page
172 to record the Custom Feature Codes.
To determine the Feature Codes
1
Press ≤·•⁄.
Login/out:
Ready Mode:
F9xx
NEXT
2
The display shows the name and number of the Log In/Log Out
Feature Code. xx represents a number between 00 and 99.
3
4
Press NEXT.
F9xx
NEXT
The display shows the name and number of the Ready Mode Feature
Code.
5
6
7
Press NEXT to see more Feature Codes.
When the display shows QUIT you have seen all the Feature Codes.
Press ® to end the session.
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Chapter 2 About Call Center telephone administration 19
Programming a memory button with a Feature Code
Each Feature Code can be programmed to a memory button. We recommend that you use memory
buttons with indicators to program the Feature Codes. A memory button indicator is the triangle
next to a memory button.
You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready
status of agents. For information about how the status appears, refer to the Nortel Networks Call
Center Agent Guide.
For information about using programmed memory buttons to monitor call activity, refer to
To program a memory button
1
Press ≤•‹.
Do not lift your handset.
Program Features
2
3
4
5
The display shows Program Features.
Press a memory button with an LCD indicator.
Press ≤.
Press a button
QUIT
Feature Code:
QUIT
F__
QUIT
Enter the Feature Code number that you want to program.
For example, enter ·‚· to program the Display Waiting Calls
Feature Code. See the tables “Feature Codes used by Call Center
Feature Codes.
CLEAR
Repeat steps 1 through 5 for each Feature Code you want to
program.
Programmed
6
The display shows that the button is programmed, and then ends the
session.
Use the paper labels that come with your telephone to identify the programmed button. To use the
Feature Code, press the labeled button.
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Feature Codes used by Call Center Administrators and
supervisors
Use this Feature Code
To...
•
•
•
open skillset mailboxes
Open Mailbox
≤ ·°⁄
record skillset mailbox greetings
listen to messages in the skillset mailbox
•
•
•
•
set or change the operator extension
Operator Settings
≤ ·°¤
indicate whether the operator is available
select the day and night service modes for skillsets
change the password for Operator Settings
For more information on using the Operator Feature Code, refer to “Setting the
•
•
•
display the skillset mailbox number (Control DN) for each skillset
display the extension for Message Waiting Indication for the skillset mailbox
reset the passwords of the Call Center Administrator and the operator
Voicemail DN
≤ ·°fi
For information on the Control DN, refer to “Determining a skillset mailbox
For information on resetting the Operator and Call Center Administrator
passwords, refer to “Resetting the Call Center Administrator password” on page
•
view real-time status information about skillsets. You can see how busy your
call center is so that you can adjust skillset staffing
Display Waiting Calls
Skillset Status
•
•
•
•
view whether a skillset is enabled or disabled
view the number of agents logged on to the skillset
view the number of calls waiting
≤ ·‚·
view the longest wait time of a call
To provide easy, one-button access to the this feature, program a memory button
that has an indicator with ≤ ·‚·.
Log on/Log off
≤·‚›
•
•
log agents off if they forget to log off.
Monitor agents
≤·‚fi
lets you monitor agents
Supervisor Help
≤·‚fl
•
•
lets you take agents’ help requests
extend a Break Time period if agents need time after calls to do paperwork or
wrap up tasks. For more information about Break Time properties for a
Not Ready
≤·‚°
Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are used
primarily by agents. For information on the Feature Codes used by agents, refer to “Feature
Note: While you use a feature, if you press the Feature ≤ button your present feature session
ends. Do not press ≤ unless you want to end your current feature session.
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Chapter 2 About Call Center telephone administration 21
Feature Codes used by Call Center agents
Agent Feature Codes
For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent
Agents use this Feature Code To...
Open Mailbox
•
access messages in a skillset mailbox
≤ ·°⁄
•
•
log on when they are in the office
Log on/Log off
Monitor skillsets
≤·‚›
view the status of the skillsets they are logged on to. Agents can
program a memory button with the Log on/Log off Feature Code. The
status of the calls waiting in the skillset is shown by the flash rate of
the indicator. For more information refer to “Primary and Secondary
•
•
•
requests help from a supervisor
Supervisor Help
≤·‚fl
start a session where they can enter Activity Codes
Activity Codes
≤·‚‡
activate or cancel the Not Ready feature on their telephone. If the
work resulting from a call requires extra time to complete, an agent
can use the Not Ready Feature Code to prevent Call Center from
routing another call to them. If an agent makes a telephone call, or if a
supervisor is monitoring a call, they first use the Not Ready Feature
Code to activate the Not Ready feature. When the agent is ready to
receive calls, they use this Feature Code to cancel the Not Ready
feature and receive calls again.
Not Ready
≤·‚°
•
•
If an agent does not answer a call within a certain number of rings, the
call is returned to the skillset and the agent telephone is automatically
placed into Auto Busy Mode or Auto Logout Mode. The agent must
manually cancel the Auto Busy Mode feature by using the Not Ready
Feature Code to continue to receive calls.
see, during peak call periods, which skillsets have the most call
activity.
Display Waiting Calls
≤ ·‚·
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Chapter 3
Call Center general properties
To set the Call Center general properties you:
•
•
•
•
•
•
•
set the Primary and Secondary alert times
set the number of Reserved channels
set the CLID parameter
set the Supervisor Help request timeout value
select from which skillsets a supervisor can receive help requests
configure the lines to be answered by Call Center
set the line answering status
If you do not have Call Center as your primary application, you must enable the Call Center
software authorization code. You can also change the Call Center Administrator password if you
lose the password or want to change it.
Enabling the Call Center software authorization code
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
password, and then press OK.
RETRY
OK
Admin
MBOX
2
3
Press ››.
AA
OTHR
This option does not appear as a display button option.
Options admin:
ADD VIEW
Press ADD to display the system identification number
or
press VIEW to view the options that are enabled on the CallPilot
system.
SN: xxxxxxxxxxx
4
5
6
7
8
The display shows the system identification number.
Press OK.
OK
OK
OK
OK
Key1:
RETRY
Enter the first eight numbers of the Call Center software
authorization code and press OK.
Key2:
RETRY
Enter the second eight numbers of the Call Center software
authorization code and press OK.
Key3:
RETRY
Enter the last eight numbers of the Call Center software
authorization code and press OK.
Call Center
ACCEPT
Press ACCEPT to enable the keycode.
QUIT
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Enabled
9
The display shows that the software authorization code is enabled.
10 Press ® to end the session.
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Chapter 3 Call Center general properties 25
Setting Call Center general properties
When you set up Call Center you must assign values for the general properties. The general Call
Center properties are:
Primary and Secondary alert times
Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be greater
than the Primary alert time. You can have Primary and Secondary alerts for all the calls in the call
center, or for just the calls waiting in skillsets that you are logged on to.
If a call exceeds the Primary alert time:
•
a memory button indicator programmed with Display Waiting Calls (≤·‚·) flashes
slowly. ≤·‚· flashes based on the status of all the calls in the call center.
•
a memory button indicator programmed with Agent Login (≤·‚›) flashes slowly.
≤·‚› flashes based on the status of the calls for the skillsets an agent is logged on to.
If a call exceeds the Secondary alert time:
•
a memory button indicator programmed with Display Waiting Calls (≤·‚·) flashes
quickly. ≤·‚· flashes based on the status of all the calls in the call center.
•
a memory button indicator programmed with Agent Login (≤·‚›) flashes quickly.
≤·‚› flashes based on the status of the calls for the skillsets an agent is logged on to.
A slowly flashing indicator alerts you that a call has exceeded the Primary alert time. A quickly
flashing indicator alerts you that a call has exceeded the Secondary alert time. The indicator stops
flashing when the calls are handled.
You assign alert times in minutes and seconds. There is no default value for alert times.
For how to program a memory button, refer to “Programming a memory button with a Feature
Note: Agents do not have to be logged on to see the Display Waiting Calls memory
button flashing. A memory button must be programmed with the Display Waiting Calls
Feature Code and the Primary alert time must be set up for the memory button to show
waiting calls status.
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Reserved channels
Reserved channels are voice channels that are reserved for use by Call Center. If you reserve
channels for Call Center, you ensure that callers are played skillset announcements, and CallPilot
does not use all of the voice channels.
A reserved channel is used when:
•
•
a Call Center greeting plays to a caller
Off-premise Message Notification notifies you that there is a message in a skillset mailbox
To set Call Center general properties
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
password, and then press OK.
RETRY
OK
Admin
MBOX
2
3
4
5
6
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press OTHR.
Press PARM.
CC Admin
GRTG
PARM
Refresh chans: 1
CHNG
Press CHNG if you want to change the number of reserved channels
(from 0 - 6) and press NEXT
NEXT
or
press NEXT.
Pri alert: xx:xx
7
8
9
Press CHNG to set a Primary Alert time
or
press NEXT and go to step 10.
CHNG
NEXT
Pri alert mmss:
RETRY
Enter the Primary Alert time.
This is a four digit field. Add a zero to any single digit hour or
minute.
Pri alert: xx:xx
The display shows the Primary Alert time.
Press NEXT.
CHNG
NEXT
Sec alert: xx:xx
CHNG
10 Press CHNG to set a Secondary Alert time
OK
or
press NEXT and go to step 13.
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Chapter 3 Call Center general properties 27
Sec alert mmss:
RETRY
11 Enter the Secondary Alert time.
This is a four digit field. Add a zero to any single digit hour or
minute.
Sec alert: xx:xx
CHNG
12 The display shows the Secondary Alert time.
OK
Press OK.
CC Admin
GRTG
13 Press ® to end the session.
PARM
Setting Caller ID
You can select how you want caller information to be displayed on agent telephones:
•
Name and number: displays the caller's name for 3 seconds and then the skillset name. If the
caller's name is not available, the caller's number is shown.
•
•
Number only: displays the caller's number for 3 seconds and then the skillset name.
No Caller ID: displays the skillset name.
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
password, and then press OK.
RETRY
OK
Admin
MBOX
2
3
4
5
6
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press OTHR.
Press PARM.
CC Admin
GRTG
PARM
CLID: No CLID
CHNG
Press NEXT until this display appears.
Press NEXT to select no CLID
or
NEXT
press CHNG to select Number Only or Name and Number.
7
Press ® to end the session.
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Setting the Supervisor Help request timeout
The Supervisor Help Request Timeout is when to escalate a request if the chosen supervisor does
not answer the help request. You can enter a value between 1 and 60 seconds. The default is 12
seconds.
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
password, and then press OK.
RETRY
OK
Admin
MBOX
2
3
4
5
6
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTHR
Press OTHR.
CC Admin
GRTG
Press PARM.
PARM
Press ® to end the session.
Selecting skillsets supervisors can receive help requests from
The Supervisor Help From setting lets you determine where escalated requests go.
•
•
All skillsets: sends an unanswered help request system-wide to all Call Center supervisors.
Agent’s skillsets only: sends an unanswered help request to only the supervisors logged on to
skillsets that the agent is assigned to.From the Supervisor Help From options select all skillsets
or agent’s skillsets only.
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
password, and then press OK.
RETRY
OK
Admin
MBOX
2
3
4
5
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press OTHR.
Sup Help:
CHNG
Press NEXT until this display appears.
Press NEXT to accept the default value of All Skillsets
or
NEXT
press CHNG to choose Agent’s skillsets only.
6
Press ® to end the session.
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Chapter 3 Call Center general properties 29
Configuring lines
Before Call Center can answer an incoming line, you must assign the line to be answered by a Call
Center skillset. You can configure a maximum of 15 lines for Basic Call Center and 30 for
Enhanced. The line numbers can be any line number from 1 to 500.
For each line that you want Call Center to answer, you assign:
•
•
•
the line to be answered by Call Center
the skillset that calls on this line go to
the number of rings before the line is answered
You must disable a skillset and wait until there are no calls in the skillset before you can add lines
to it. You cannot add lines to a skillset while it is in use. For how to disable a skillset refer to
Note: Target lines that are assigned to a B2 skillset cannot have their prime extension
programmed as the Control DN of the skillset. This is restricted by the software. The
recommended setting for these lines is blank.
For information on how to program the prime extension, refer to the Norstar System
Coordinator Guide.
Lines that are programmed to be answered by Call Center must not be programmed to be answered
by another peripheral or application.
To delay calls being answered, you can assign Call Center to answer incoming calls after a
specified number of rings. The number of rings ranges from zero to 12. If the number of rings is
zero, Call Center answers immediately.
For analog lines equipped with Caller ID, you must set the number of rings to two or more. Caller
ID information is not provided until just prior to the second ring, so if you set the number of rings
to zero or one, Caller ID information is not relayed.
Long distance charges start when a call is answered by Call Center. To minimize long distance
charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state.
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To configure lines for Call Center
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
password, and then press OK.
RETRY
OK
Admin
MBOX
2
3
4
5
6
7
8
Press AA.
AA
OTHR
Auto Atdt Admin
GRTG TABLE LINES
Press LINES.
Line number:
RETRY
Enter the line number and press OK.
Press CHNG.
OK
Line: x
CHNG
Ans: No
NEXT
Line: x
CHNG TABLE NEXT
Ans: AA
Press CHNG.
Line: x Ans: CC
Press SKILL.
CHNG SKILL NEXT
Skill number:
Enter the number of the skillset you want to answer the line and
press OK.
RETRY
OK
Line: x
CHNG RINGS NEXT
Skill: 1
9
Press RINGS.
Line: x Rings: 0
10 Press CHNG.
CHNG
ANS
NEXT
OK
No of rings:
RETRY
11 Enter the number of rings and press OK.
Line: x Rings: x
12 Press NEXT to configure another line
CHNG
ANS
NEXT
or
press ® to end the session.
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Chapter 3 Call Center general properties 31
Setting the Answer Lines status
The Answer Lines status determines whether Call Center answers the assigned lines. If the Answer
Line status is set to Yes, Call Center answers the lines assigned as Call Center and CallPilot
answers the lines assigned as AA. If the Answer Line status is set to No, neither Call Center nor
CallPilot answers lines.
To set the Answer Lines status
Pswd:
RETRY
1
Press ≤·°¤.
OK
Enter the Operator password, and then press OK.
The default Operator password is fl‡‹‡¤°fl‡
(Operator). To change the Operator password refer to “Resetting the
Choose option
OPER
2
3
4
5
Press OPER.
Press NEXT
Press NEXT.
MODE
NEXT
Atdt avail: x
CHNG
Business open: x
CHNG
NEXT
Answer lines? N
CHNG
Press CHNG.
NEXT
If you set Answer Lines to N the display shows Disabling...
If you set Answer Lines to Y the display shows Enabling...
6
Press ® to end the session.
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Resetting the Call Center Administrator password
You can reset the Call Center Administrator password by resetting the password to the default
password and then creating a new password. You can reset the password to keep the system secure,
and to create a new password if you forget the Call Center Administrator password.
If you reset the password, you must log on to the Call Center Administrator mailbox using the
default password 0000 and create a new password.
Warning: Change the System Administrator password frequently to minimize the
risk of unauthorized activity. If you reset the Call Center Administrator password, log
on to the Call Center Administrator mailbox and create a new password immediately
to prevent unauthorized access to the system.
Default Call Center Administrator Mailbox number and password combinations
the default Call
For a mailbox
number length
of...
Center
Administrator
and the default Call
Center Administrator
so the combined mailbox number
Mailbox number is... Mailbox password is... and password is...
2
3
4
5
6
7
12
0000
0000
0000
0000
0000
0000
120000
102
1020000
1002
10020000
100020000
1000020000
10000020000
10002
100002
1000002
To reset the Call Center Administrator password
Set <xxxx>
1
Press ≤·°fi.
The Voicemail DN appears on your display.
OK
Pswd:
RETRY
2
3
Press ·.
OK
OK
Pswd:
RETRY
Enter Resetsmpswd or
‡‹‡‹°‡fl‡‡·‹
and press OK or £.
Reset pswd?
4
5
6
Press YES.
YES
NO
Exit
This display appears.
Press ≤·°⁄.
Log on by following the voice prompts. Use the default password
0000.
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Chapter 3 Call Center general properties 33
Must change pswd
7
8
This display appears briefly to indicate that you must change your
password.
Pswd:
RETRY
Enter a new password from four to eight digits long that does not
start with zero.
Press OK or £.
OK
OK
Again:
RETRY
9
Reenter your new password and press OK or £.
Password OK
10 Press ® to end the session.
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Chapter 4
Call Center greetings
About Call Center greetings
Call Center greetings encourage callers to stay on the line until an agent is available. You can
record greetings in different languages and change them as often as you like. If you use Basic Call
Center you can record a maximum of 30 Call Center greetings, or 50 greetings if you use
Enhanced Call Center.
You can include information in your greetings such as:
•
•
•
•
•
•
your hours of service
a request for callers to have their account number ready
how to leave a message
an announcement of a sale
product lists
upcoming special events
Types of Call Center greetings
You can record different types of greetings for Call Center. Before you record your greeting,
determine what information the greeting includes. When you prepare your greeting, include
important times and dates. Keep greetings as short and concise as possible. Use the following
examples of greetings as a reference.
The general company greeting tells callers they have reached the correct
company. It can also include the location and business hours of your
company.
General company greeting
“Thank you for calling Bridgestone Computers. We are located at 52 Main
Street. Our hours of service are Monday to Friday from 8:00 until 5:00.
Please stay on the line and an agent will be with you as soon as possible.
Or press 0 to leave a message and one of our agents will return your call.”
Please wait greetings encourage callers to stay on the line.
Please wait greeting
Information greeting
“All our agents at Bridgestone Computers are currently busy, but please
hold as your call is very important to us.“
An information greeting provides messages and announcements to callers.
“Thank you for calling Bridgestone Computers. This week we have
extended our hours until we sell all spring merchandise. We will be open
until 9:00 pm Monday through Thursday, and we will be open until midnight
on Friday! Please come in and see us at 52 Main Street.”
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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.”
Your non-business hours greeting will be played after your business is
closed:
Non-business hours greeting
“You have reached Bridgestone Computers. Our hours of service are
Monday to Friday from 8:00 until 12:00 and 1:00 until 5:00. To leave a
message, please press 0. An agent will return your call when we re-open.
Thank you for calling.”
Recording a Call Center greeting
Before you record a greeting, write the greeting out so that you include everything that you want to
say.
We recommend that you record greetings that are a maximum of 20 seconds long. If your greetings
are longer than 20 seconds, callers must wait in a skillset a longer time before they hear another
greeting.
To record a Call Center greeting
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
password, and then press OK.
RETRY
OK
Admin
MBOX
2
3
4
5
6
7
8
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTHR
Press OTHR.
CC Admin
GRTG
Press GRTG.
PARM
CC greeting:
RETRY
Enter the number of the greeting you want to record and press OK.
Lift the handset and press REC.
OK
CC greeting: x
RETRY PLAY
REC
Record greeting:
RETRY
Record your greeting using the telephone handset.
Do not use handsfree.
OK
When you are finished press OK.
Accept greeting?
RETRY PLAY OTHR
9
Press PLAY to listen to the greeting
or
press RETRY to re-record the greeting.
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Chapter 4 Call Center greetings 37
CC greeting:
RETRY
10 Enter another greeting number and press OK to record another
OK
greeting
or
press ® to end the session.
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39
Chapter 5
Setting up skillsets
About skillsets
Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold
calls for different call center departments, such as sales and technical support.
You can have a maximum of 2 skillsets for Basic Call Center or 30 skillsets for Enhanced Call
Center.
You cannot change the properties of a skillset while it is enabled. You must disable the skillset. If
you want to change the CDN, disable the skillset and wait until there are no calls in the skillset
before you change the CDN.
How incoming calls are sent to a skillset
Incoming calls are sent to a skillset in one of the following ways:
•
•
You assign a line to be answered directly by a skillset. For information about configuring lines
A receptionist, agent or subscriber receives a call and transfers the call to a skillset.
They can transfer the call to a skillset by pressing ≤‡‚ or TRANSFER and entering the
CDN of the skillset. The receptionist, agent or subscriber must not use the Call Pickup feature.
•
•
The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that
routes them to the CDN of the skillset.
Calls can be forwarded to the Voicemail extension of the skillset by Call Forward All Calls
(CFAC), Call Forward No Answer (CFNA) or Call Forward On Busy (CFB). For information
about these features, refer to the Norstar System Coordinator Guide.
Note: Agents are restricted in how they can use CFAC, CFNA and CFB. For more
information refer to “Important considerations about how agents use features” on page
168.
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40 Chapter 5 Setting up skillsets
Skillset properties
Number of the skillset: 1 or 2 for Basic, 1-30 for Enhanced.
Skillset number
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.
When you assign a CDN to a skillset:
•
It can be a B1 extension number that is not connected to any telephone
or peripheral.
•
•
It can be a B2 extension that is not connected to a B2 application.
If a telephone or any other device uses the same extension the call
center will not answer calls.
•
•
The range of B1 and B2 extensions can be determined by using the
Unified Manager. The DNs do not have to be physically equipped with a
Media Bay Module.
The system assigns a skillset mailbox that uses the CDN as its mailbox
number. You must initialize the mailbox before you can use the skillset
or the mailbox.
•
•
Do not rename a telephone DN to a telephone DN used by Call Center.
It is possible for i2004 devices to be assigned to the DN used by Call
Center. The user does not receive an error message if this happens,
even though i2004 devices usually warn a user if there are conflicting
telephone DNs. Therefore, it is imperative that the i2004 programming
record contains a list of CDNs used by Call Center.
Limitations for B1 and B2 extensions:
•
A B1 extension number is the extension number that you dial to call a
telephone or peripheral. A B2 extension is a spare extension that exists
with every telephone but is generally not used. Some peripherals use a
B2.
•
•
Both B1 and B2 extensions can answer external calls.
Both B1 and B2 extensions can have external calls transferred to them
by a third person.
•
B1 extensions allow a set to be CFB or CFNA to them. B2 extensions
do not support CFB or CFNA. Therefore a skillset that uses a B2 CDN
cannot have calls forwarded to it from telephone programming.
•
•
B2 CDNs cannot be used as a prime set for target lines.
Since assigning CDNs does not require additional hardware, we
recommend using B1 CDNs over B2 CDNs. B1 CDNs have better
functionality than B2 CDNs.
The skillset name is displayed:
Name
•
•
•
on Call Center displays to identify the skillset
in reports
as the skillset mailbox name
The skillset name can be a maximum of 16 characters. If you do not enter a
name, the skillset name defaults to SKILLx where x is the skillset number.
The name for each skillset is the same as the skillset mailbox name.
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Chapter 5 Setting up skillsets 41
The Message Waiting Indication extension is an optional telephone number
that indicates that a skillset mailbox has messages waiting. The MWI
extension that you assign shows Message for you on the telephone display
when there are new messages in the skillset mailbox. The MWI DN defaults
to None. If you forget the MWI extensions for a skillset mailbox, you can
view the MWI extensions by using the procedure “Determining a skillset
MWI ext
(Message Waiting Indication
extension)
The method of call distribution determines to which of several available
agents to route the call. There are two methods of call distribution: Longest
Idle and Preferred. Longest Idle routes the call to the agent who has been
available the longest. Preferred routes the call to the agent with the highest
priority (best qualified agent is 1). If there are several agents with the
highest priority, the agent available longest with that priority is selected. The
default method of call distribution is Longest Idle.
Method of Call Distribution
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 20. The Break Time period can last from zero to 59
minutes, 59 seconds. The Break Time defaults to 30 seconds. You can
change the Break Time period to zero if an agent does not need a Break
Time.
Break Time
Delay Answer is a toll-saving feature that prevents Call Center from
answering calls and playing greetings when there are no agents available.
When a call comes in on a line belonging to a skillset that has no free
agents, the call is not answered until either the Delay Answer time elapses
or an agent becomes available, whichever happens first. During the Delay
Answer time, the waiting callers hear ringback.
Delay Answer
To activate the Delay Answer feature, enter a time for Delay Answer. The
Delay Answer time can be a minimum of zero seconds and a maximum of
10 minutes. The default Delay Answer time is 00:00.
The attendant extension is the extension used if a caller presses the
Operator key during a greeting step, a transfer step, or while listening to a
mailbox greeting. The attendant extension is optional. If you do not assign
an attendant extension, the call is sent to the system attendant extension.
Attendant extension
Language preference
Activity Codes
Language preference can be either Primary or Alternate. The language
preference is the language choice used for prompting callers who transfer
to the Automated Attendant or CCR. You can choose a language
preference only if your system is configured as bilingual.
Activity Code entry types are Prompted and Optional. If you select
Prompted, the agent is prompted to enter Activity Codes on their telephone.
If you select Optional, an Activity Code session is not automatically
displayed on the agentís telephone, but they can press F907 and enter
Activity Codes.
Optional is the default. If you do not have Call Center Reporting enabled on
your system, this setting does not appear.
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42 Chapter 5 Setting up skillsets
Expected Wait Time parameters are:
Expected Wait Time
EWT sample: How many previous calls are used to calculate EWT. You
can enter a number between 2 and 256 calls.
EWT Increase Allowed: Enabled by default, which means that EWT is
recalculated if it increases, and the appropriate EWT greeting is played. If
not enabled, callers do not hear recalculated expected wait times if the wait
time increases. Whether enabled or not, callers hear the appropriate EWT
greeting if the wait time decreases.
Initial Call Duration: The Initial Call Duration is used to compute expected
wait time until sufficient call statistics are obtained. The average call
duration is updated whenever a call is released from an agent. This can be
a value between 00:01:00 and 24:00:00. The default is 00:03:00.
The service modes are: Auto, Day, Night, 24 Hour.
The default is 24 hour operation.
Service Mode
For more information about Service Mode see “Setting the Service Modes
Note: Although you can set Activity Code and Expected Wait Time parameters though
≤·°‹, you must use CallPilot Manager to create Activity Codes and Expected
Wait Time tables. For more information, refer to the Call Center Set Up and Operation
Guide or CallPilot Manager online help.
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Chapter 5 Setting up skillsets 43
Setting up a skillset
To set up a skillset
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
6
7
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to set up and press OK.
QUIT
OK
QUIT
NEXT
Status: uninit
SETUP
Press SETUP.
SKILLx
CHNG
Press CHNG to assign a name to the skillset
or
press NEXT if you do not want to assign a name to the skillset and
go to step 10.
If you do not enter a skillset name the skillset name defaults to
SKILLx, where x is the skillset number, as shown here.
Skillset name:
8
9
Enter the skillset name and press OK. For how to enter characters
RETRY
BKSP
OK
xxxx
CHNG
The skillset name is displayed.
Press NEXT.
NEXT
CDN:
RETRY
10 Enter the CDN of the skillset and press OK.
OK
NEXT
NEXT
CDN: xx
CHNG
11 Press NEXT.
MWI ext: xx
CHNG
12 If you want to assign an MWI extension, press CHNG
or
if you do not want to assign an MWI extension, press NEXT and go
to step 15.
Ext:
RETRY
13 Enter the extension of the telephone you want to use for MWI and
OK
press OK.
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44 Chapter 5 Setting up skillsets
MWI ext: xx
CHNG
14 Press NEXT.
NEXT
Method: Least busy
15 Press CHNG to change the method of call distribution to Preferred
CHNG
NEXT
(Prefer) and press NEXT
or
press NEXT to accept the default of Longest idle (Least busy).
Break: 00:30
CHNG
16 Press CHNG if you want to change the default Break time
NEXT
OK
or
press NEXT to accept the default time 00:30 and go to step 19.
Break mmss:
RETRY
17 Enter the Break time and press OK.
This is a four digit field. Add a zero to any single digit hour or
minute.
Break: xx:xx
CHNG
18 Press NEXT.
NEXT
Delay ans: 00:00
19 Press CHNG to set up a Delay Answer time
CHNG
NEXT
or
press NEXT and go to step 22.
Delay ans mmss:
RETRY
20 Enter a Delay Answer time and press OK.
This is a four digit field. Add a zero to any single digit hour or
minute.
OK
Delay ans: xx:xx
21 Press NEXT.
CHNG
NEXT
Atdt: (none)
CHNG
22 Press CHNG to assign an attendant to the skillset
NEXT
or
press NEXT and go to step 25.
Ext:
RETRY
23 Enter the extension number of the attendant set.
QUIT
NEXT
Atdt: xx
CHNG
24 Press NEXT.
Prompt lang: pri
25 Press CHNG to use the alternate language prompts and press NEXT
CHNG
NEXT
or
press NEXT to use the primary language prompts.
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Chapter 5 Setting up skillsets 45
AC Entry: OPT
26 Press NEXT if your Call Center does not use Activity Codes and go
to step 27
OPT
PRMPT NEXT
or
if your Call Center uses Activity Codes, select the Activity Code
entry type: OPT for Optional, PRMPT for Prompted and press NEXT.
This prompt appears only if you have Call Center Reporting
enabled on your system.
NOTE: Although you can set this Activity Code parameter by
telephone, you must use CallPilot Manager to create Activity
Codes. For more information, refer to the Call Center Set Up and
Operation Guide or CallPilot Manager online help.
EWT sample: 10
CHNG
27 If you use Expected Wait Time, enter how many calls you want to
NEXT
use to calculate ETW. The range is 2-256 calls. The default is 10.
If you do not use Expected Wait Time, go so step 30.
EWT allow incr: Y
28 If you use Expected Wait Time, select whether you want EWT to
be recalculated if it increases, and the appropriate EWT greeting to
be played. The default is Y.
CHNG
NEXT
EWT ICD: 00:03:00
29 If you use Expected Wait Time, enter the Initial Call Duration. This
can be a value between 00:01:00 and 24:00:00, and is used to
compute expected wait time until sufficient statistics are obtained
The default of 3 minutes is shown.
CHNG
NEXT
Press CHNG if you want to change the default
or
press NEXT to accept the default time and go to step 30.
Mo: 24 hour
CHNG
30 Press CHNG to change the service mode for Monday
NEXT
OK
or
press NEXT.
Day start: hhmm
RETRY
31 Enter the Day Routing Table start time and press OK.
This is a four digit field. Add a zero to any single digit hour or
minute.
Day hhmm: xxxx
32 Press AM or PM.
RETRY
AM
PM
Night start: hhmm
RETRY
33 Enter the Night Routing Table start time and press OK.
This is a four digit field. Add a zero to any single digit hour or
minute.
OK
Night hhmm: xxxx
34 Press AM or PM.
RETRY
AM
PM
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46 Chapter 5 Setting up skillsets
Mo: xxxxa-xxxxp
35 The start times for the Day and Night Routing Tables for Monday
CHNG
24HR NEXT
are shown.
Press NEXT.
Tu: 24 hour
CHNG
36 Repeat steps 28 through 33 to set up the Day and Night Routing
NEXT
Tables for the rest of the week.
37 Press ® to end the session
or
repeat steps 4 through 36 to set up another skillset.
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Chapter 5 Setting up skillsets 47
Enabling a skillset
After you set up a skillset, calls will not be answered until you enable it. If you disable a skillset,
no new calls are accepted in the skillset. Calls that are in the skillset are distributed until the calls
are ended.
Before you can enable a skillset you must:
•
•
set up the skillset using the procedure “To set up a skillset” on page 43
initialize and record a greeting for the skillset mailbox using the procedure “Initializing a
•
set up the Day and Night Routing Tables using the procedures in Chapter 10, “Routing table
To enable a skillset
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
6
7
8
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to enable and press OK.
Press CHNG to change the status from disabled to enabled.
The display shows that the skillset is enabled.
QUIT
OK
Status: Disabled
CHNG NEXT
Status: Enabled
CHNG
NEXT
Skill mbox pswd
RESET
Press RESET to reset the password for the skillset mailbox
or
NEXT
press NEXT to continue.
9
Press ® to end the session.
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48 Chapter 5 Setting up skillsets
Disabling a skillset
You must disable a skillset if you want to change the skillset properties or administer the lines.
If you disable a skillset, no new calls go to the skillset. Any calls that are in the skillset are
distributed until the calls are ended.
To disable a skillset
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
6
7
8
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to disable and press OK.
Press CHNG to change the status from enabled to disabled.
The display shows that the skillset is disabled.
Press ® to end the session.
QUIT
OK
Status: Enabled
CHNG NEXT
Status: Disabled
CHNG
NEXT
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Chapter 5 Setting up skillsets 49
Changing skillset properties
You cannot change the properties of a skillset while it is enabled. You must disable the skillset. If
you want to change the CDN, disable the skillset and wait until there are no calls in the skillset
before you change the CDN.
To change a skillset
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
6
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to change and press OK.
QUIT
OK
NEXT
Status: xxxxxxx
CHNG
The display shows whether the skillset is enabled or disabled.
You must disable the skillset before you make changes to it. To
disable the skillset Press CHNG and press NEXT to continue.
Skillset Admin
PARM AGENT ROUTE
7
8
Press PARM.
<xxxxxxxxx>
CHNG
Press CHNG if you want to change the name of the skillset
or
press NEXT and go to step 11.
NEXT
OK
Skillset name:
9
Enter the new skillset name and press OK.
For how to enter characters on the dialpad, refer to “Using the
RETRY
BKSP
<xxxxxxxxx>
CHNG
10 Press NEXT.
NEXT
NEXT
CDN: <xxx>
CHNG
11 The skillset’s CDN is displayed.
Press CHNG to change the CDN
or
press NEXT and go to step 14.
CDN:
RETRY
12 Enter the CDN and press OK.
OK
CDN: <xxx>
CHNG
13 Press NEXT.
NEXT
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50 Chapter 5 Setting up skillsets
MWI ext: <none>
CHNG
14 Press CHNG to assign or change an MWI ext
NEXT
or
press NEXT to accept the default of no MWI and go to step 17.
Ext:
RETRY
15 Enter the extension for MWI and press OK.
OK
NEXT
NEXT
MWI ext: <xxx>
CHNG
16 Press NEXT.
Method: xxxx
CHNG
17 Press CHNG to change the method of call distribution
or
press NEXT.
Break: xx:xx
CHNG
18 Press CHNG to change the Break time
NEXT
OK
or
press NEXT and go to step 21.
Break: mmss:
RETRY
19 Enter the Break time and press OK.
This is a four digit field. Add a zero to any single digit hour or
minute.
Delay ans: xx:xx
20 Press CHNG to change the Delay Answer time
CHNG
NEXT
or
press NEXT and go to step 24.
Delay ans mmss:
RETRY
21 Enter the Delay answer time and press OK.
This is a four digit field. Add a zero to any single digit hour or
minute.
OK
Delay ans: xx:xx
22 Press NEXT.
CHNG
NEXT
Atdt: (xxxx)
CHNG
23 The display shows whether the skillset has an attendant extension
NEXT
assigned.
Press CHNG to change the attendant extension
or
press NEXT and go to step 27.
Ext:
RETRY
24 Enter the attendant extension.
QUIT
NEXT
Atdt: xx
CHNG
25 Press NEXT.
Prompt lang: xxx
26 Press CHNG to change the prompt language
CHNG
NEXT
or
press NEXT.
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Chapter 5 Setting up skillsets 51
AC Entry: OPT
27 Press NEXT if your Call Center does not use Activity Codes or if
you do not want to change the Activity Code entry type and go to
step 28
OPT
PRMPT NEXT
or
if your Call Center uses Activity Codes, select the Activity Code
entry type: OPT for Optional, PRMPT for Prompted and press NEXT.
This prompt appears only if you have Call Center Reporting
enabled on your system.
NOTE: Although you can set this Activity Code parameter by
telephone, you must use CallPilot Manager to create Activity
Codes. For more information, refer to the Call Center Set Up and
Operation Guide or CallPilot Manager online help.
EWT sample: 10
CHNG
28 If you use Expected Wait Time, enter how many calls you want to
NEXT
use to calculate ETW. The range is 2-256 calls. The default is 10.
If you do not use Expected Wait Time, go so step 31.
EWT allow incr: Y
29 If you use Expected Wait Time, select whether you want EWT to
be recalculated if it increases, and the appropriate EWT greeting to
be played. The default is Y.
CHNG
NEXT
If you do not want to change this setting
EWT ICD: hh:mm:ss
30 If you use Expected Wait Time, enter the Initial Call Duration. This
can be a value between 00:01:00 and 24:00:00, and is used to
compute expected wait time until sufficient statistics are obtained.
CHNG
NEXT
Mo: 24 hour
CHNG
31 The display shows the Monday Routing Table method.
In this example the Routing Table is in 24 hour mode.
Press CHNG to change the Routing Table method
or
NEXT
press NEXT and go to step 33.
Day start: hhmm
RETRY
32 Enter the Day Routing Table start time and press OK.
This is a four digit field. Add a zero to any single digit hour or
minute.
OK
PM
Day hhmm: xxxx
33 Press AM or PM.
RETRY
AM
Night start: hhmm
RETRY
34 Enter the Night Routing Table start time and press OK.
This is a four digit field. Add a zero to any single digit hour or
minute.
OK
Night hhmm: xxxx
35 Press AM or PM.
RETRY
AM
PM
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52 Chapter 5 Setting up skillsets
Mo: xxxxa-xxxxp
36 The display shows the Monday Routing Table start times.
CHNG
24HR NEXT
Press CHNG to change the start times and follow steps 31 through
34
or
press 24HR to use 24 hour service for Monday
or
press NEXT to continue.
Tu: xxxxa-xxxxp
37 The display shows the Tuesday Routing Table method.
In this example the Routing Table has Day and Night Routing
Table start times programmed.
CHNG 24HR
NEXT
Tu: xxxxa-xxxxp
38 Press CHNG to change Day or Night Routing Table start times
CHNG 24HR
NEXT
or
press 24HR to use 24 Hour mode for Tuesday
or
press NEXT to continue.
Mo: 24 hour
CHNG
39 The display shows the Wednesday Routing Table method.
Continue to change the Routing Tables start times for each day of
the week.
NEXT
40 Press ® to end the session.
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Chapter 5 Setting up skillsets 53
Unconfiguring a skillset
If you unconfigure a skillset, you erase the programming for the skillset. You can then reprogram
the skillset.
When you unconfigure a skillset, the system:
•
•
•
•
erases the skillset Routing Table
unassigns the skillset agents
erases the skillset mailbox and all the messages in it
makes the CDN available so it can be used by another skillset or device
To unconfigure a skillset you must:
1
First disable the skillset and wait until all the calls are distributed. See “Disabling a skillset” on
2
3
Follow the procedure below to unconfigure the skillset.
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
6
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to change and press OK.
QUIT
OK
Status: xxxxxxx
CHNG
The display shows whether the skillset is enabled or disabled.
You must disable the skillset before you make changes to it. To
disable the skillset Press CHNG and press NEXT to continue.
NEXT
Skill mbox pswd
RESET
7
8
9
Press NEXT to continue.
Press OTHR.
NEXT
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
Press UNCF.
Unconfigure?
YES
10 Press YES to unconfigure the skillset.
NO
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54 Chapter 5 Setting up skillsets
Skillset
Unconfigured
11 This display appears momentarily.
CC Admin
AGENT SKILL OTHR
12 Press ® to end the session.
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55
Chapter 6
Setting up skillset mailboxes
About skillset mailboxes
Each skillset has a mailbox that stores messages left by callers. A skillset mailbox is created
automatically when you set up a skillset. There is one skillset mailbox for each skillset. The
skillset mailbox number is the same as the Control Directory Number (CDN) of the skillset.
Skillset mailboxes have these Class of Service settings:
•
•
•
•
•
•
use the primary prompt language
maximum message time is 15 minutes
maximum message length is three minutes
maximum message retention is 30 days
maximum greeting length of one minute
Off-premise message notification enabled with a retry interval of five minutes and three
attempts
•
•
•
•
•
•
•
•
Outbound Transfer is enabled
maximum number of incorrect password attempts is nine
password expires in 90 days
Networking is enabled if you have the Message Networking option enabled
Personal Target Attendant is enabled
Record Call is not enabled
prompt language is Primary
user interface is Norstar Voice Mail
The default Class of Service for skillset mailboxes is 1.
To prepare a skillset mailbox to receive messages:
•
Know the skillset mailbox number (CDN) of each skillset mailbox.
If you do not know the skillset mailbox number, refer to “Determining a skillset mailbox
•
•
Record the skillset mailbox greetings. Refer to “Recording skillset mailbox greetings” on page
63.
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56 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
To determine a skillset’s mailbox number and Message Waiting
Indication telephone
1
2
3
Press ≤·°fi.
Set xxxx
Press NEXT.
NEXT
CDN 1: xx
GOTO SKILL
The skillset mailbox number for skillset 1 is displayed.
If None appears the skillset is not configured.
Press NEXT to continue.
NEXT
Ext 1: xx
GOTO SKILL NEXT
4
5
6
The Message Waiting Indication (MWI) extension is displayed.
If there are messages in the skillset 1 mailbox, MWI appears at this
extension. You assign the MWI extension when you set up the
skillset. If Unavail appears you have not set up an MWI extension.
Press NEXT to view the skillset mailbox number and MWI extension
for the next skillset
or
press GOTO to view another skillset and enter the skillset number.
Press ® to end the session.
While you use ≤·°fi you can:
•
•
•
•
•
•
press ⁄ for GOTO to enter the number of the skillset you want to monitor
press ¤ for SKILL to monitor the next enabled skillset
press ‹ or fl for NEXT
press › for PREV to go to previous menu
press £ to go to the next menu
press • to cancel the session
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Chapter 6 Setting up skillset mailboxes 57
Checking which telephone mailbox interface you use
CallPilot supports two interfaces: Norstar Voice Mail and CallPilot.
The Call Center Administrator determines which interface is assigned to the mailbox.
For how to change your mailbox interface refer to:
•
the CallPilot Manager Set Up and Operation Guide for how to change your interface using
CallPilot Manager
•
the CallPilot Telephone Administration Guide for how to change your interface using a
telephone
Follow the procedures that apply to the interface you use.
Some procedures apply to both interfaces.
1. Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2. Check the display to see which interface you use:
0 new 0 saved
PLAY REC
This is the Norstar Voice Mail interface.
ADMIN
EXIT
No messages
COMP MBOX
This is the CallPilot interface.
3. Press ® to end the session.
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58 Chapter 6 Setting up skillset mailboxes
Initializing a skillset mailbox
You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it,
and before you can enable its skillset.
Choose a password for the skillset mailbox that is between four to eight digits long and does not
start with zero. Give the skillset mailbox passwords to the agents who are responsible for
retrieving messages.
Initializing a skillset mailbox involves:
•
•
•
choosing a password from four to eight digits long that does not start with zero
changing the skillset mailbox default password to the new password
recording the skillset mailbox name in the Company Directory
To initialize a skillset mailbox
1
Press ≤·°⁄.
2
Log on by following the voice prompts.
Use the skillset mailbox number and ‚‚‚‚, the default
password.
Must change pswd
3
4
This display appears briefly to indicate that you must change the
password.
Pswd:
RETRY
Enter a new skillset mailbox password from four to eight digits long
that does not start with zero.
OK
Press OK or £.
Again:
RETRY
5
6
Reenter the skillset mailbox password and press OK or £.
OK
OK
Record name:
RETRY
At the tone, record the skillset mailbox name in the Company
Directory. Do not use handsfree.
Include the skillset mailbox number in the recording, For example,
“Sales, mailbox 5813.”
Press OK or £ to end the recording.
Accept name?
7
Press OK or £ to accept the recording
or
RETRY
PLAY
OK
press PLAY or ⁄ to listen to the recording
or
press RETRY or ¤ to re-record your name.
<Skillset name>
8
9
The recorded name plays and the skillset mailbox name is displayed.
The skillset mailbox name is the name you entered when you set up
the skillset properties.
Press ® to end the session.
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Chapter 6 Setting up skillset mailboxes 59
Opening a skillset mailbox
You can open an initialized skillset mailbox from:
•
•
•
your extension
another extension
an outside tone dial telephone
To open a skillset mailbox - Norstar Voice Mail
1. Press ≤·°⁄.
Pswd:
OTHR
2. Enter the skillset mailbox password and press OK or £
or
RETRY
OK
if you are at another extension, or if you are using a Guest
mailbox, press OTHR or • to display the Log: prompt. When
this prompt appears, enter the skillset mailbox number and
password.
1 new 1 saved
PLAY REC
3. After you open the skillset mailbox, the telephone display shows
how many new and saved messages are in the mailbox.
ADMIN
To open a skillset mailbox - CallPilot
1. Press ≤·°⁄.
Mbox:
RETRY
2. Press £
OK
OK
or
if you are at another extension, enter the skillset mailbox number
and then press OK or £.
Pswd:
RETRY
3. Enter the skillset mailbox password and press OK or £.
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60 Chapter 6 Setting up skillset mailboxes
Opening a skillset mailbox remotely
To open a skillset mailbox from an outside telephone
•
If a skillset mailbox is a Mailbox node in a CCR Tree, enter the digits and you automatically
transfer to the skillset mailbox
or
•
•
•
Call an Operator, receptionist or subscriber and ask them to transfer you to the skillset mailbox
number using ≤·°fl.
After you reach the skillset mailbox, press •• during the greeting to open the skillset
mailbox. If you are in Europe or Australia press °°.
At the voice prompt, enter the skillset mailbox number and password and press £. Follow the
voice prompts.
To open a skillset mailbox directly from an outside telephone
Follow either procedure to open a skillset mailbox remotely.
1
2
Call a telephone line that is answered by the Automated Attendant.
Press •• during the Automated Attendant Menu prompt.
If you are in Europe or Australia press °°.
3
4
Enter the skillset mailbox number and password, and then press £.
Follow the voice prompts.
or
1
2
Call your extension number.
Press •• during your personal greeting.
If you are in Europe or Australia press °°.
3
4
Enter the skillset mailbox number and password, and then press £.
Follow the voice prompts.
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Chapter 6 Setting up skillset mailboxes 61
Skillset mailbox password
To decrease the chances of unauthorized access to a skillset mailbox, change its password
regularly, we suggest every 30 days.
Give the skillset mailbox passwords only to the agents who retrieve messages at your call center.
For security reasons, choose an uncommon password, not a predictable password like 1234 or
1111. If someone knows a skillset mailbox password, they can access the skillset mailbox and play
or delete messages. They can also access CallPilot and use it fraudulently or disrupt service.
Changing a skillset mailbox password
You can change a skillset mailbox password at any time. A password must be from four to eight
digits long and cannot start with zero.
To change a skillset mailbox password
1
Press ≤·°⁄.
Follow the voice prompts or the display buttons to open the skillset
mailbox.
<Skillset name>
2
3
The skillset mailbox name appears briefly and the recorded name
plays.
If you use the CallPilot interface:
•
•
Press °› to open the Mailbox Password menu
Go to step 4
If you use the Norstar Voice Mail interface:
•
•
•
Press ADMIN or °
Press PSWD or ›
Go to step 4
Pswd:
RETRY
4
5
6
7
Enter your new mailbox password and press OK or £.
Re-enter your new mailbox password and press OK or £.
This display appears briefly.
OK
OK
Again:
RETRY
Password OK
Press ® to end the session.
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62 Chapter 6 Setting up skillset mailboxes
Resetting a skillset mailbox password
You must disable the skillset before you reset the password.
Note: Reset a password if the agent who accesses the skillset mailbox forgets the
password or is “locked-out”. The password for the reset mailbox is 0000. The agent who
accesses the skillset mailbox cannot retrieve messages until they create a new password.
Tell the agent to change the default password as soon as possible. While the skillset
mailbox has the default password, the mailbox is vulnerable to unauthorized access.
To reset a skillset mailbox password
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset whose mailbox password you want
to reset and press OK.
QUIT
OK
Status: xxxxxxx
6
The display shows whether the skillset is enabled or disabled.
Press NEXT if the skillset is disabled
or
CHNG
NEXT
press CHNG and then press next if the skillset is enabled.
Skillset Admin
PARM AGENT ROUTE
7
8
Press PARM.
<xxxxxxxxx>
CHNG
The display shows the name of the skillset mailbox.
Press NEXT.
NEXT
NEXT
CDN: <xxx>
CHNG
9
The display shows the CDN of the skillset mailbox.
Press NEXT.
MWI ext: <none>
CHNG
10 Press NEXT.
NEXT
NEXT
Password
RESET
11 Press RESET to reset the password for the skillset mailbox.
The password is reset to 0000.
Password reset
12 This display appears briefly.
13 Press ® to end the session.
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Chapter 6 Setting up skillset mailboxes 63
Recording skillset mailbox greetings
After you initialize a skillset mailbox, record the greetings for it.
You can record Primary, Alternate and Personalized greetings for each skillset mailbox. You
record a Primary skillset mailbox greeting for everyday use. The Alternate skillset mailbox
greeting is an optional greeting you can record for special circumstances. If your call center
subscribes to Caller ID, you can record Personalized skillset mailbox greetings.
If you record Primary and Alternate skillset mailbox greetings, you must choose which greeting
plays to callers who reach the skillset mailbox.
You can also record greetings in an Alternate Language. Callers can press · while the greeting is
playing to listen to the voice prompts in the Alternate Language. Remember to inform callers in
the Primary skillset mailbox greeting that they can press · to hear the Alternate Language.
If the Operator Status is set to Yes, and a caller presses ‚ during the skillset mailbox greeting, the
caller transfers to the receptionist or Operator. For information about Operator Status, refer to the
CallPilot Manager Set Up and Operation Guide. Inform callers in the skillset mailbox greetings
that they can press ‚ to speak to the receptionist or Operator.
If the Operator Status is set to No, a caller who presses ‚ during the skillset mailbox greeting is
informed the Operator is not available, and is transferred to the skillset mailbox.
Examples of Primary and Alternate greetings
You must record a Primary greeting for each skillset mailbox. In the Primary greeting include the
skillset mailbox name that is listed in the Company Directory. For example:
“Hello. You have reached the Sales Department at Bridgestone Computers. At the sound of the
tone, please leave your name, telephone number and a brief message. One of our agents will return
your call as soon as possible. Thank you.”
You can record an Alternate greeting for each skillset mailbox. Use an Alternate greeting for
special circumstances. In the Alternate skillset mailbox greeting include the skillset mailbox name
that is listed in the Company Directory.
For example:
“Season’s Greetings! You have reached the Sales Department at Bridgestone Computers. At the
sound of the tone, please leave your name, telephone number and a brief message. One of our
agents will return your call when we re-open on December 27. Thank you.”
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64 Chapter 6 Setting up skillset mailboxes
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.
<Skillset name>
2
3
The skillset mailbox name appears briefly.
If you use the CallPilot interface:
•
•
Press °¤ to open the Greetings Options menu
Go to step 4
If you use the Norstar Voice Mail interface:
•
•
•
Press ADMIN or °
Press GREET or ¤
Go to step 4
Greeting options
REC CHOOSE CFWD
4
5
Press REC or ⁄.
Greeting:
Press PRIME or ⁄ to record the Primary greeting
or
PRIME
ALT
PERS
press ALT or ¤ to record the Alternate greeting.
If you are changing a greeting, the current greeting starts to play.
Not recorded
Record new?
6
If this is the first time you are recording a greeting, this display
appears briefly.
7
8
9
Press YES or ⁄ and record your greeting at the tone.
YES
NO
QUIT
Record greeting:
RETRY
Press OK or £ to end the recording.
OK
OK
Accept greeting?
Press OK or £ to accept the recording
or
RETRY
PLAY
press PLAY or ⁄ to listen to the greeting
or
press RETRY or ¤ to rerecord the greeting.
10 Press ® to end the session.
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Chapter 6 Setting up skillset mailboxes 65
Choosing a Primary or Alternate skillset mailbox greeting
If you record a Primary and an Alternate skillset mailbox greeting, you must choose which
greeting plays. You can change the selection at any time and as often as needed. If you do not
choose a greeting, the Primary skillset mailbox greeting plays.
If you choose the Alternate mailbox greeting, you must set whether the mailbox accepts messages.
If you choose Yes the skillset mailbox receives messages in the normal way.
If you choose No:
•
•
•
messages cannot be left in the skillset mailbox
the Alternate mailbox greeting takes precedence over all other greetings
if a caller presses a button to fast forward the message, they hear a voice prompt that says this
is a special greeting
•
if a caller presses a button to send a fax, the fax goes to the General Delivery Mailbox, not the
skillset mailbox.
If you choose the Alternate mailbox greeting, remember to change back to the Primary mailbox
greeting at the appropriate time.
To choose a Primary or Alternate skillset mailbox greeting
1
Press ≤·°⁄.
Follow the voice prompts or the display button options on your
telephone to open the skillset mailbox.
<Skillset name>
2
3
The skillset mailbox name appears briefly.
If you use the CallPilot interface:
•
•
Press °¤ to open the Greetings Options menu
Go to step 4
If you use the Norstar Voice Mail interface:
•
•
•
Press ADMIN or °
Press GREET or ¤
Go to step 4
Greeting options
REC CHOOSE CFWD
4
5
Press CHOOSE or ¤ to select a greeting.
Use greeting:
PRIME ALT
Press PRIME or ⁄ to select the Primary mailbox greeting and
go to step 7
QUIT
or
press ALT or ¤ to select the Alternate mailbox greeting and
go to step 6.
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66 Chapter 6 Setting up skillset mailboxes
Accept msgs:Y
CHNG
6
If you choose the Alternate mailbox greeting, you are asked
OK
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.
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Chapter 6 Setting up skillset mailboxes 67
Recording a Personalized skillset mailbox greeting
If your call center subscribes to Caller ID, you can record a maximum of three Personalized
greetings for each skillset mailbox. For Personalized skillset mailbox greetings, you program Call
Center to recognize a specific telephone number. The Personalized skillset mailbox greeting plays
only for a call from the specific telephone number.
If you record a Personalized greeting, program the skillset mailbox to receive messages and choose
an Alternate mailbox greeting, the Personalized greeting takes precedence over any other
greetings. If you program the skillset mailbox not to receive messages and choose an Alternate
mailbox greeting, the Alternate mailbox greeting takes precedence over any other greeting,
including Personalized mailbox greetings.
In the Personalized skillset mailbox greeting include the skillset mailbox name that is listed in the
Company Directory. For example:
“Hi John. You have reached the Sales Department at Bridgestone Computers. At the sound of the
tone, please leave your order. One of our agents will return your call if you need to speak to
someone directly. Thank you.”
To record a Personalized skillset mailbox greeting
1
Press ≤·°⁄.
Follow the voice prompts or the display button options on your
telephone, to open the skillset mailbox.
<Skillset name>
2
3
The skillset mailbox name appears briefly.
If you use the CallPilot interface:
•
•
Press °¤ to open the Greetings Options menu
Go to step 4
If you use the Norstar Voice Mail interface:
•
•
•
Press ADMIN or °
Press GREET or ¤
Go to step 4
Greeting options
REC CHOOSE CFWD
4
5
6
7
Press REC or ⁄.
Greeting:
PRIME ALT
Press PERS or ‹ to record a Personalized greeting.
Enter a Personalized greeting number of 1, 2 or 3.
Press CHNG or ⁄.
PERS
OK
Greeting:
RETRY
Ph:
CHNG
OK
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68 Chapter 6 Setting up skillset mailboxes
Ph: <xxxxxxxxxx>
RETRY
8
9
Enter the telephone number (maximum 10 digits) that you are
assigning the Personalized mailbox greeting to.
Press OK or £ to accept the telephone number.
OK
OK
OK
Record greeting:
RETRY
Lift your handset.
At the tone, record your greeting.
Press OK or £ to end the recording.
Accept greeting?
10 Press OK or £ to accept the greeting,
RETRY
PLAY
or
press PLAY or⁄ to listen to the greeting
or
press RETRY or ¤ to re-record the greeting.
11 Press ® to end the session.
Deleting a Personalized mailbox greeting
If you no longer need a Personalized mailbox greeting, you can delete it.
1
Press ≤·°⁄.
Follow the voice prompts or the display button options on your
telephone, to open the skillset mailbox.
<Skillset name>
2
3
The skillset mailbox name appears briefly.
If you use the CallPilot interface:
•
•
Press °¤ to open the Greetings Options menu
Go to step 4
If you use the Norstar Voice Mail interface:
•
•
•
Press ADMIN or °
Press GREET or ¤
Go to step 4
Greeting options
REC CHOOSE CFWD
4
5
6
7
8
Press REC or ⁄.
Greeting:
Press PERS or ‹ to choose a Personalized mailbox greeting.
Enter the Personalized greeting number that you want to delete.
Press DEL or ¤ to delete the greeting.
Press ® to end the session.
PRIME
ALT
PERS
OK
Greeting:
RETRY
Ph: XXXXXXX
CHNG DEL
OK
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Chapter 6 Setting up skillset mailboxes 69
Checking skillset mailboxes for messages
Frequently check the skillset mailboxes for messages. Only one agent can retrieve messages from
each skillset mailbox at a time.
If different agents access the messages in the skillset mailbox throughout the day, each agent
should:
•
•
•
•
listen to the message
write down what the message says
erase the message
return the caller’s telephone call
If the caller is not available, the agent can try again later or pass the message on to another agent.
If the agent who listens to the message erases the message after writing down what it says:
•
•
•
the next agent does not waste time listening to the same message
the next agent knows if the callback was successful or not
only one agent contacts the caller
If only one agent is responsible for retrieving messages at your call center, this agent does not need
to transcribe and delete each message before callback. This agent handles messages and knows the
status of the old messages.
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70 Chapter 6 Setting up skillset mailboxes
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
Use this procedure if you use the Norstar Voice Mail interface.
1
2
3
Press ≤·°⁄.
Follow the voice prompts or the display button options on your
telephone to open the skillset mailbox.
2 new 0 saved
PLAY REC
Press PLAY or ¤ to listen to your messages.
For other options, refer to the table “Playing skillset mailbox
ADMIN
Press ® to end the session.
available to you during and after playing messages.
Playing skillset mailbox messages - Norstar Voice Mail
Option
Button
Available Available Description
while
after
playing
playing
Back up
Rewinds the message three seconds and resumes
playing it.
⁄
or
✔
✔
✔
✔
✔
< <<
Copy
Sends a copy of the message to one or more mailboxes.
If you record an introduction, it must be longer than three
seconds.
fi
or
✔
COPY
End of
Message
Goes to the end of the message.
‹‹
or
> >> > >>
Envelope
Erase
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.
‡
✔
✔
Deletes the message currently playing. If no messages
are playing, deletes the last message played. Deleted
messages remain in the skillset mailbox until the session
°
or
ERASE
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Chapter 6 Setting up skillset mailboxes 71
Playing skillset mailbox messages - Norstar Voice Mail
Option
Button
Available Available Description
while
after
playing
playing
Forward
Advances the message three seconds and continues
playing from that point.
‹
or
✔
✔
> >>
Next
Plays the next message in the skillset mailbox. If you use
this while a message is playing, it stops playing the
current message and plays the next message in the
skillset mailbox.
fl
or
✔
££
Pause/
Continue
Temporarily stops a message. When you stop the
message, you can play the previous message, continue
playing the current message, or skip to the next message.
¤
or
✔
✔
STOP/
PLAY
Previous
Quit
Stops playing the current message and plays the previous
message.
›
✔
✔
Stops playing the message and plays the Mailbox main
menu options.
•
Replay
Replays the message from the beginning.
Replays the last message.
⁄⁄
or
✔
✔
< << < <<
Replay
Reply
⁄
✔
✔
The reply can be either:
- a message to an internal sender’s mailbox
- a telephone call to an internal or external
·
or
REPLY
Save
Message
Saves the message being played. (If you do not delete a
message, it is automatically saved). This option is not
shown on the display unless you erase a message. If you
erase a message and play the message again, you can
press SAVE on a two line display telephone. (Refer to
‡‡
or
✔
✔
SAVE
Volume
Control
Adjusts the volume of the message that is playing. The
volume increases each time you press •. After four
presses, the volume returns to the lowest level.
•
Notes:
1
Because the skillset mailbox has limited message storage space, delete any messages you no
longer need. After a certain time period, your saved messages are erased automatically. Ask
your System Administrator about this.
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 73”.
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3
4
Applies only if the Reply feature is enabled.
You can reply to an outside caller by dialing them back if your company subscribes to Caller
ID (CLID) service. For further information about replying to an outside caller refer to “Using
To play skillset mailbox messages - CallPilot
Use this procedure if you use the CallPilot interface.
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
A voice prompt announces the number of new and saved messages
that you have.
No messages
COMP MBOX
2
3
You can play any message that you want to listen to.
Press ¤ to play the current message.
For other message commands, refer to the table “Playing skillset
EXIT
Press ® to end the session.
available to you during and after playing messages.
Playing skillset mailbox messages - CallPilot
Available
during and
after
Option
Button
⁄
playing
Description
Skip Back
Rewinds the message five seconds and resumes playing it at that
point.
Skip
Forward
Advances the message five seconds and continues playing from that
point.
‹
Previous
Message
Stops playing the current message and plays the previous message.
›
fl
Next
Plays the next message in the skillset mailbox. If you use this while a
message is playing, it stops playing the current message and plays
the next message in the skillset mailbox.
Message
Call
Sender
Places a call to the sender of a message.
·
Help
Offers a Help menu.
•
✔
✔
Reply
Replies to a message.
‡⁄
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Chapter 6 Setting up skillset mailboxes 73
Playing skillset mailbox messages - CallPilot
Available
during and
after
Option
Button
playing
Description
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. You can record an
introduction to the forwarded message.
‡‹
‡›
✔
✔
Reply
All
Replies to a message and all recipients of the message. (Refer to
Delete
Deletes the current message. Deleted messages remain in the
skillset mailbox until the session ends. (Refer to Notes1 and 2 on
page 71.)
‡fl
✔
Retrieving erased messages
After you play your messages and end your skillset mailbox session, any messages that you do not
erase are saved. Since message storage space is limited, we recommend that you erase messages
that are no longer needed.
You can retrieve an erased message if you are still in the skillset mailbox session. An erased
message remains in the skillset mailbox until you end the current session.
To retrieve an erased message - Norstar Voice Mail
After you erase a new or saved message, the number of new or saved messages shown on the
display is decreased by one. Even though the display shows 0 new 0 saved, you can still play and
retrieve any erased skillset mailbox messages. Press PLAY or ¤ to listen to the erased message.
To retrieve an erased message - CallPilot
You can retrieve a deleted message. A deleted message remains in the skillset mailbox until you
end the current session. Locate the deleted message. Then press ‡fl to restore the message.
After you play the erased message, you can restore it. If you end the current session without
restoring the erased message, it is permanently erased from the skillset mailbox.
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74 Chapter 6 Setting up skillset mailboxes
Replying to messages
You can reply to internal and external callers. You can reply to an external caller if your company
subscribes to CLID.
The messages you record must be longer than three seconds. The system times out after five
seconds of silence.
Use the procedure for replying to messages that applies to the interface you use:
•
•
Replying to an internal caller
If you use
and you want to
use
Norstar Voice Mail
reply to the caller’s
extension
CALL to transfer to the internal caller’s extension.
leave a message in the
caller’s mailbox
MSG to record and send a reply to the internal caller’s
mailbox.
CallPilot
reply to the caller’s
extension
Call Sender · to transfer to the internal caller’s
extension.
leave a message in the
caller’s mailbox
Reply ‡⁄ to record and send a reply to the
internal caller’s mailbox.
To reply to an internal caller - Norstar Voice Mail
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
the skillset mailbox.
1 new 0 saved
PLAY REC
2
3
4
Press PLAY or¤.
ADMIN
End of message
REPLY ERASE NEXT
After you listen to the message, press REPLY or ·.
Reply to msg
Press CALL or ¤ to call the caller
or
MSG
CALL
QUIT
press MSG or ⁄ to record and send a reply.
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To reply to an internal caller - CallPilot
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
4
Press ¤ to play the current message.
Press · to call the caller
or
press ‡⁄ to record and send a reply.
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76 Chapter 6 Setting up skillset mailboxes
Using the Reply feature to reply to an external caller
You can reply to an external caller using the Reply feature if your company subscribes to a Caller
ID service and the skillset mailbox has an outdial method assigned to it. For how to assign an
outdial method to a skillset mailbox refer to “Assigning an outdial method to a skillset mailbox” on
page 78. Before you use the Reply feature you must play the message.
To reply to an external caller - Norstar Voice Mail
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
1 new 0 saved
PLAY REC
2
3
Press PLAY or ¤.
ADMIN
End of message
REPLY ERASE NEXT
After you listen to the message, press REPLY or ·.
CallPilot dials the external number directly.
To reply to an external caller - CallPilot
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
2
A mailbox summary is announced.
While you are in the message list you can play any message.
3
4
Press ¤ to play the current message.
Press · to call the caller.
CallPilot dials the external number directly.
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77
Chapter 7
Off-premise Message Notification
About Off-premise Message Notification
Off-premise Message Notification notifies you or a designated agent when there are new or urgent
messages in a skillset mailbox. You can receive Off-premise Message Notification at any tone dial
telephone number, pager or extension.
Note: Set up Off-premise Message Notification for non-business hours. Then
Off-Premise Message Notification does not consume a Reserved or voice channel during
busy periods.
You can receive notification of a message at a maximum of five different destination numbers.
When the number of retry attempts is reached for each destination number, the next number in the
series is called. For example, Call Center can call your car telephone first when there is a message
in the skillset mailbox. If there is no answer, Call Center waits five minutes and calls your car
telephone again. If there is still no answer, Call Center calls your car telephone a third time. If
there is no answer after three calls, Call Center calls your home telephone. Call Center continues to
call at five minute intervals until the call is answered or all of the destinations are called three
times.
Off-premise Message Notification, the Retry Intervals and Maximum Number of Attempts for
skillset mailboxes are assigned through the Class of Service settings in CallPilot Manager. Skillset
mailboxes have a default Class of Service of 1.
Class of Service 1 has these default settings for Off-premise Message Notification:
•
•
•
Off-premise Message Notification enabled
a Retry Interval of five minutes
a Maximum Number of Attempts of 3
For information about changing Class of Service settings, refer to the CallPilot Manager Set Up
and Operation Guide.
You must assign start and stop times for telephone and destinations. Off-premise Message
Notification begins when the start time is reached. Set the start time for a time when you are at the
destination number so that you are there to receive calls.
A person who receives an Off-premise Message Notification call can cancel Off-premise Message
Notification to their destination number. This is useful if a destination is incorrectly programmed
and a wrong party receives the calls.
The recipient of an Off-premise Message Notification call hears the following voice prompt:
“Message for (name of mailbox owner). To log on press ⁄. If you have received this call by
mistake, please press ¤.
After you set the Off-premise Message Notification parameters, Off-premise Message Notification
is enabled automatically.
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Assigning an outdial method to a skillset mailbox
The outdial method determines which line, line pool or route code the system uses for Off-premise
Message Notification. The default for outdial method is None. You must assign an outdial method
before you can use an external telephone or a pager as an Off-premise Message Notification
destination.
For more information on line pools and route codes, refer to your system documentation.
Warning: Do not change the extension number assigned to the skillset mailbox. If this
extension number is changed, callers in the skillset cannot access the skillset mailbox
and you cannot change the Skillset general parameters. To correct a wrong extension
number, change the extension number to the Control DN of the skillset.
To assign an outdial method to a skillset mailbox
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and password,
and then press OK.
RETRY
OK
Admin
MBOX
2
3
4
Press MBOX.
AA
OTHR
CHNG
QUIT
Mailbox Admin
ADD
Press CHNG.
DEL
Mbox:
DIR
Enter the skillset mailbox number or press DIR to use the Company
Directory.
Outdial: <none>
CHNG
5
6
Press NEXT until you see this display.
Press CHNG.
NEXT
NEXT
Outdial: <line>
CHNG
Press NEXT if you want to use a line as the outdial method
or
press CHNG if you want to use a line pool as the outdial method and
then press NEXT.
xxxx:
RETRY
7
Enter the Line or Pool number and press OK.
OK
Line numbers must be between 1 and 500. Although line pools have
a letter such as A, B or C, Call Center accepts only numbers. If you
enter a line pool use 1 for A, 2 for B, 3 for C, and so on.
Accept: x
RETRY
8
9
Press OK.
OK
Press ® to end the session.
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Chapter 7 Off-premise Message Notification 79
Off-premise Message Notification parameters
You can set up the parameters for Off-premise Message Notification from any tone dial telephone.
The parameters are:
•
•
•
destination type (phone, extension or pager)
destination number (phone, extension or pager)
time range for receiving calls at telephone numbers or extensions (Pagers are notified any time
there is a qualifying message.)
•
types of message you want to receive (all new messages or just urgent messages)
Note: The restrictions that apply to your telephone line also apply to Off-premise
Message Notification numbers. For example, if you cannot dial long distance telephone
numbers from your telephone, you cannot have a long distance Off-premise Message
Notification destination number.
Setting up Off-premise Message Notification
Follow these instructions if you have not set up Off-Premise Message Notification and are setting
it up for the first time. If you have set up Off-Premise Message Notification, refer to the section on
To set up Off-premise Message Notification to
refer to
a telephone number
an extension
a pager
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80 Chapter 7 Off-premise Message Notification
To set up Off-premise Message Notification to a telephone
number
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the Mailbox Tools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
5
6
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Destination:
PHONE EXT PAGER
Press PHONE or ⁄ to choose a telephone number destination.
Ph:
RETRY
Enter the destination telephone number and press OK or £. The
destination telephone number is a maximum of 30 digits.
OK
OK
<x>
ADD
Press OK or £ to accept the destination telephone number
represented by <x>
or
press ADD or ¤ to add special characters and use your dialpad or
follow the voice prompts to add characters.
After you add special characters, press OK or £ to accept the
destination number.
Start hhmm:
RETRY
7
8
Enter the start time for Off-premise Message Notification. This is a
four-digit field. Any single-digit hour and minute must be preceded
by a zero.
OK
PM
<start time>
Press AM or ⁄
or
RETRY
AM
PM or ¤.
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Chapter 7 Off-premise Message Notification 81
<start time>
RETRY
9
Press OK or £ to accept the start time.
OK
OK
Stop hhmm:
RETRY
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.
<stop time>
11 Press AM or ⁄
RETRY
AM
PM
OK
or
PM or ¤.
<stop time>
RETRY
12 Press OK or £ to accept the stop time.
More dest?
13 Press YES or ⁄ if you want to set up another destination number
YES
NO
or
press NO or £ if you do not want to set up another destination
number.
Start:<start time>
14 Press NEXT or £ to accept the start time that you entered
CHNG
NEXT
or
press CHNG or ⁄ to change the start time.
Stop:<stop time>
15 Press NEXT or £ to accept the stop time that you entered
CHNG
NEXT
or
press CHNG or ⁄ to change the stop time.
Msg type: new
CHNG
16 Press OK or £ if you want to be notified when the skillset mailbox
receives a new message
OK
or
press CHNG or ⁄ if you want to be notified only when the skillset
mailbox receives an urgent message.
Msg notify
ADMIN SELECT
17 Press ® to end the session.
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82 Chapter 7 Off-premise Message Notification
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.
2
If you use the CallPilot interface:
•
•
Press °fi to open the Mailbox Tools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN
3
4
5
6
7
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Press EXT or ¤ to choose an extension as the destination.
Enter the destination number and press OK or £.
SELECT
Destination:
PHONE EXT PAGER
Ext:
RETRY
OK
OK
OK
Accept:<x>
RETRY
Press OK or £ to accept the destination extension.
The <x> represents the extension.
Start hhmm:
RETRY
Enter the start time for Off-premise Message Notification. This is a
four-digit field. Any single-digit hour and minute must be preceded
by zero.
<start time>
8
9
Press AM or ⁄
or
PM or ¤.
RETRY
AM
PM
<start time>
RETRY
Press OK or £ to accept the start time.
OK
OK
Stop hhmm:
RETRY
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.
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Chapter 7 Off-premise Message Notification 83
<stop time>
RETRY AM
11 Press AM or ⁄
PM
OK
or
PM or ¤.
<stop time>
RETRY
12 Press OK or £ to accept the stop time.
More dest?
13 Press YES or ⁄ if you want to set up another destination number
YES
NO
or
press NO or £ if you do not want to set up another destination
number.
Start:<start time>
14 Press NEXT or £ to accept the start time that you entered
CHNG
NEXT
or
press CHNG or ⁄ to change the start time.
Stop:<stop time>
15 Press NEXT or £ to accept the stop time that you entered
CHNG
NEXT
or
press CHNG or ⁄ to change the stop time.
Msg type: new
CHNG
16 Press OK or £ if you want to be notified when the skillset mailbox
receives a new message
OK
or
press CHNG or ⁄ if you want to be notified only when the skillset
mailbox receives an urgent message.
Msg notify
ADMIN SELECT
17 Press ® to end the session.
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84 Chapter 7 Off-premise Message Notification
About setting up Off-premise Message Notification to a pager
number
Example of a destination pager number
If you are assigning a pager destination number from behind a PBX, remember to insert a ·
(depending on your system) before the £ to access an outside line.
There is a combined limit of 30 characters for the pager telephone number and the pager message.
For example, to reach your pager, enter:
£›¤fififi⁄¤‹›£‹
where:
•
•
•
•
•
£ specifies the next digits are special characters
› recognizes dial tone
¤ specifies that the next digits are the numbers to be dialed
fififi⁄¤‹› is the pager telephone number dialed
‹ inserts a timed pause
Depending on the company supplying your paging service, the programming sequence can vary.
For more information about setting the destination telephone number parameters for your pager,
contact your pager company.
To set up Off-premise Message Notification to a pager
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the Mailbox Tools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
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Chapter 7 Off-premise Message Notification 85
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Press PAGER or ‹ to select a pager number destination.
Enter the destination pager number and press OK or £.
Msg notify
ADMIN SELECT
3
4
5
6
Destination:
PHONE EXT PAGER
Pager:
RETRY
OK
OK
<x>
ADD
Press OK or £ to accept the destination pager number represented
by <x>
or
press ADD or ¤ to add special characters and use your dialpad or
follow the voice prompts to add characters.
After you add special characters, press OK or £.
Show:<xxxx>
CHNG
7
Press NEXT or £ to accept the default pager message represented
by <xxxx>. The default pager message sent by CallPilot is the
CallPilot extension. This is the sequence of digits that is sent after
the pager service is dialed, to notify you of who is paging you
or
NEXT
press CHNG or ⁄ to change the pager message.
The combined limit is 30 characters for the pager telephone
number and the pager message.
More dest?
8
9
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.
YES
NO
Msg type: new
CHNG
Press OK or £ to be notified when the skillset mailbox receives a
new message
OK
or
press CHNG or ⁄ to change the message type to be notified only
when the skillset mailbox receives an urgent message.
Msg notify
ADMIN SELECT
10 Press ® to end the session.
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86 Chapter 7 Off-premise Message Notification
To set up Off-premise Message Notification to more than one
destination
You can receive notification of a message at a maximum of five different destination numbers. The
following steps show you how to enter a telephone number destination and then add a pager
destination for the first time.
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the Mailbox Tools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
5
6
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Destination:
PHONE EXT PAGER
Press PHONE or ⁄ to choose a destination telephone number.
Ph:
RETRY
Enter the destination telephone number and press OK or £. The
destination telephone number cannot be longer than 30 digits.
OK
OK
<x>
ADD
Press OK or £ to accept the destination telephone number,
represented by <x>
or
press ADD or ¤ to add special characters and use your dialpad or
follow the voice prompts to add characters.
Start: hhmm:
RETRY
7
8
Enter the start time for Off-premise Message Notification. This is a
four-digit field. Any single-digit hour and minute must be preceded
by a zero.
OK
PM
<start time>
Press AM or ⁄
or
RETRY
AM
PM or ¤.
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Chapter 7 Off-premise Message Notification 87
<start time>
RETRY
9
Press OK or £ to accept the start time.
OK
OK
Stop hhmm:
RETRY
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.
<stop time>
11 Press AM or ⁄
RETRY
AM
PM
OK
or
PM or ¤.
<stop time>
RETRY
12 Press OK or £ to accept the stop time.
More dest?
13 Press YES or ⁄ to set up another destination number.
14 Press SETUP to set up another destination number.
15 Press PAGER or ‹ to select a pager number destination.
16 Enter the destination pager number and press OK or £.
YES
NO
Notify2: none
SETUP
NEXT
Destination:
PHONE EXT PAGER
Pager:
RETRY
OK
OK
<xxxx>
ADD
17 Press OK or £ to accept the destination pager number represented
by <x>
or
press ADD or ¤ to add special characters and use your dialpad or
follow the voice prompts to add characters.
After you add special characters, press OK or £.
Show<xxxx>
CHNG
18 Press NEXT or £ to accept the default pager message represented
by <xxxx>. The default pager message sent by CallPilot is the
CallPilot extension. This is the sequence of digits that is sent after
the pager service is dialed, to notify you of who is paging you
or
NEXT
press CHNG or ⁄ to change the pager message.
The combined limit is 30 characters for the pager telephone
number and the pager message.
Notify2: pager
CHNG OTHR
19 The display shows that the second destination is a pager.
NEXT
NEXT
Press NEXT or £ to continue.
Notify 3: none
SETUP
20 Press NEXT or £ to continue
or
press SETUP to add another destination.
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88 Chapter 7 Off-premise Message Notification
Start:<start time>
21 Press NEXT or £ to accept the start time that you entered
CHNG
NEXT
or
press CHNG or ⁄ to change the start time.
Stop:<stop time>
22 Press NEXT or £ to accept the stop time that you entered
CHNG
NEXT
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
OK
new message
or
press CHNG or ⁄ to be notified only when the skillset mailbox
receives an urgent message.
Msg notify
ADMIN SELECT
24 Press ® to end the session.
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Chapter 7 Off-premise Message Notification 89
Changing Off-premise Message Notification
You can change the parameters and destinations for Off-Premise Message Notification. Refer to
“Off-premise Message Notification parameters” on page 79 for more information about
parameters.
If you want to change the time or message type parameters, use the procedure “To change the time
If you want to change the destination type refer to the procedure for the destination type.
To change the destination type
refer to
from a telephone to an extension, pager or another telephone
number
from a pager to an extension or telephone
from a telephone or extension to a pager
To change the time range or type of message parameters
1
Press ≤·°⁄.
Follow the voice prompts or the display button options on your
telephone to open the skillset mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the Mailbox Tools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Notify:<x>
CHNG
Press NEXT.
NEXT
If you want to change the destination type refer to “To change the
destination type” on page 89 for the appropriate procedure.
More dest?
5
Press NO or £ to continue.
YES
NO
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Start:<start time>
6
7
8
Press CHNG or ⁄ to change the start time
or
press NEXT or £ to accept the start time.
CHNG
NEXT
Stop:<stop time>
Press CHNG or ⁄ to change the stop time
or
press NEXT or £ to accept the stop time.
CHNG
NEXT
Msg type: new
CHNG
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.
Change the message type to urgent to be notified only when the
skillset mailbox receives an urgent message.
OK
Msg notify
ADMIN SELECT
9
Press ® to end the session.
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Chapter 7 Off-premise Message Notification 91
To change the destination from telephone to another destination
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the Mailbox Tools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
5
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Notify: phone
CHNG
Press CHNG or ⁄ to change the destination.
NEXT
Destination:
PHONE EXT PAGER
Press PHONE or ⁄ to choose another telephone number
destination
or
press EXT or ¤ to choose an extension destination
or
press PAGER or ‹ to choose a pager number destination.
<x>
RETRY
6
7
Enter the destination number and press OK or £.
The destination telephone number cannot be longer than 30 digits.
OK
OK
Accept:<xxxx>
RETRY
Press OK or £ to accept the destination number
or
press RETRY or • to re-enter the destination number.
Notify:<x>
CHNG
8
Press NEXT or £ to continue
or
NEXT
press CHNG or ⁄ to change the destination, and repeat steps 6
through 8.
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More dest?
9
Press YES or ⁄ if you want to set up another destination number
or
YES
NO
press NO or £ if you do not want to set up another destination
number.
Start:<start time>
10 Press CHNG or ⁄ to change the start time
CHNG
NEXT
or
press NEXT or £ to accept the start time.
Stop:<stop time>
11 Press CHNG or ⁄ to change the stop time
CHNG
NEXT
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.
OK
Press OK or £.
Msg notify
ADMIN SELECT
13 Press ® to end the session.
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Chapter 7 Off-premise Message Notification 93
To change the destination from pager to telephone or extension
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the Mailbox Tools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
Press ADMIN or ⁄ to change Off-premise Message Notification.
The displays shows the first destination type and destination
number.
Modify:pager
CHNG
4
5
Press CHNG or ⁄ to change the destination type and the
destination number.
NEXT
Destination:
PHONE EXT PAGER
Choose the type of destination number:
press PHONE or ⁄ to choose a telephone number destination
or
press EXT or ¤ to choose an extension destination.
<xxxx>:
RETRY
6
Enter the destination number you want to set up Off-Premise
Message Notification for.
OK
<x> represents the destination number.
Press OK or £ to accept the destination number
or
press RETRY or • to re-enter the number.
Notify:<x>
CHNG
7
8
Press NEXT or £ to continue.
NEXT
More dest?
Press YES or ⁄ if you want to set up another destination, and
repeat steps 6 through 8
YES
NO
or
press NO or £ if you do not want to set up another destination.
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94 Chapter 7 Off-premise Message Notification
Start:<start time>
9
Press CHNG or ⁄ to change the start time
or
CHNG
NEXT
press NEXT or £ to accept the start time.
Stop:<stop time>
10 Press CHNG or ⁄ to change the stop time
CHNG
NEXT
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.
OK
Press OK or £.
Msg notify
12 Press ® to end the session.
ADMIN
SELECT
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Chapter 7 Off-premise Message Notification 95
To change the destination from telephone or extension to pager
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the Mailbox Tools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
Press ADMIN or ⁄ to change Off-premise Message Notification.
The displays show a review of the first destination type and
destination number.
Notify:<x>
CHNG
Press CHNG or ⁄ to change the destination type and the
destination number.
NEXT
<x> represents the type of destination (phone or extension).
Destination
PHONE EXT PAGER
5
6
7
Press PAGER or ‹ to choose a pager number destination.
Pager:
RETRY
Enter the pager number and press OK or £ to continue.
OK
OK
<x>
ADD
Press OK or £ to accept the destination pager number represented
by <x>
or
press ADD or ¤ to add special characters and use your dialpad or
follow the voice prompts to add characters.
After you add special characters, press OK or £.
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Show:<xxxx>
CHNG
8
Press NEXT or £ to accept the default pager message represented
NEXT
by <xxxx>. The default pager message sent by CallPilot is the
CallPilot extension. This is the sequence of digits that is sent after
the pager service is dialed, to notify you of who is paging you
or
press CHNG or ⁄ to change the pager message.
The combined limit is 30 characters for the pager telephone
number and the pager message.
Notify: pager
CHNG
9
The display shows notification is set up to a pager.
Press NEXT or £ to continue.
NEXT
More dest?
10 Press YES if you want to set up another destination number
YES
NO
or
press NO if you do not want to set up another destination number.
Msg type: new
CHNG
11 Press OK or £ if you want to be notified when the skillset mailbox
receives a new message
OK
or
press CHNG or ⁄ if you want to be notified only when the skillset
mailbox receives an urgent message.
Msg notify
ADMIN SELECT
12 Press ® to end the session.
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Chapter 7 Off-premise Message Notification 97
Deleting a destination number
If you have more than one destination number for Off-premise Message Notification, you can
delete a destination.
To delete a destination number
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the Mailbox Tools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Notify1:<x>
Press OTHR if you want to delete the first destination
or
CHNG
OTHR NEXT
press NEXT or £ to view the other destinations until you find the
destination that you want to delete. When you find the destination
that you want to delete, press OTHR.
Notify 1:<x>
5
6
Press DEL to delete the first destination number.
DEL
INS
QUIT
Notify1:<x>
CHNG OTHR NEXT
The first destination number is deleted. The Notify 2 destination
changes to become the Notify 1 destination number.
To delete more destination numbers, press OTHR and repeat steps 4
and 5.
Msg notify
ADMIN SELECT
7
Press ® to end the session.
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Adding a destination number
Use this procedure if you have set up Off-premise Message Notification and you want to add
another destination number. You can have up to five destination numbers.
To add a destination number
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the Mailbox Tools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
5
6
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Press NEXT or £ to continue.
Notify:<x>
CHNG
NEXT
NEXT
More dest?
Press YES or ⁄ to set up another destination number.
YES
NO
Notify2: none
SETUP
Press SETUP or ⁄ to set up another destination number and follow
the steps in “To set up Off-premise Message Notification to a
or
or
84.
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Chapter 7 Off-premise Message Notification 99
Turning Off-premise Message Notification on or off
You can turn Off-premise Message Notification on or off at any time. If you turn Off-premise
Message Notification off, you do not affect any of the assigned parameters.
To turn Off-premise Message Notification on or off
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
2
If you use the CallPilot interface:
•
•
Press °fi to open the Mailbox Tools
Press NOTIF or ¤ to open the Off-premise Message
Notification menu
•
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
Press ADMIN or °
Press fl to open the Off-premise Message Notification
menu
•
Go to step 3
Msg notify
ADMIN SELECT
3
4
5
Press SELECT or ¤ to set up Off-premise Message Notification.
Notify on
Press CHNG or ⁄ to turn Off-premise Message Notification off if
it is on (as shown).
CHNG
TIME
OK
OK
Notify off
Press OK or •
or
CHNG
TIME
press TIME to review the start and stop time parameters.
Mailbox admin
GREET PSWD QUIT
6
Press ® to end the session.
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101
Chapter 8
Setting up agents
Agents handle the calls in your call center. Supervisors are agents with additional capabilities.
Supervisors can change their own password and monitor calls between agents and callers. You can
About adding agents
The maximum number of agents you can have is 20 for Basic Call Center and 100 for Enhanced
Call Center.
For more information about Call Center agents, refer to the Nortel Networks Call Center Agent
Guide.
Agent properties
Each agent is assigned a unique ID number. Call Center assigns the lowest
available ID number, but you can assign a different number when you add
the agent. Statistics are collected and reported for each ID number. For
more information on statistics, refer to “Monitoring call activity” on page 151
and refer to the Nortel Networks Call Center Reporting Set Up and
Operation Guide.
Agent ID
Name
The agent name can be a maximum of 13 characters. If you do not enter a
name, a default agent name appears as the word Agent and the ID number,
for example, Agent12. Do not create agent names that have the same first
seven characters. If you use Call Center Reporting, it truncates the agent
name after the first seven characters and your agent names appear
identical.
Super indicates that an agent has supervisor status. A supervisor is an
agent with supervisor status. A supervisor has additional capabilities, such
as the ability to monitor calls between agents and callers. Supervisors can
monitor incoming calls only. Supervisors cannot monitor outgoing calls.
Supervisor
Automatic Answer is optional. Select Automatic Answer if you want to
force-deliver calls to an agent.
Automatic answer
If Automatic Answer is enabled, the agent hears a tone that indicates that a
call is delivered. The agent is automatically in the handsfree mode. It is
important that agents use the Not Ready feature when they are not
available to receive calls.
If Automatic Answer is not enabled, calls ring at the agent's telephone and
the agent must answer calls manually.
The Missed Call Option controls how a call is treated if an agent does not
answer the call. Busy assigns an agent's telephone to respond as it does
with the Not Ready feature enabled. Logout automatically logs an agent out
of their skillset if they do not answer a call.
Missed Call Option
The default is Busy, which returns the call to the skillset.
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When you add agents to Call Center you assign them a priority that
represents their level of qualification. The priority can be used to determine
which of your agents receives an incoming call. The agent priority ranges
from 1 to 20. 1 is the highest agent priority for the most qualified agents.
The default value is 10.
Agent priority
If you use Enhanced Call Center you can assign agents Dynamic Priority
when you assign them to a skillset. With Dynamic Priority, agents can have
different priorities depending on which skillset they are logged onto. For
example, when an agent is a member of the English skillset, their priority
can be 1 because they are fluent in English. The same agent can have a
priority of 3 when they are logged onto the Spanish skillset and, a priority of
6 when they are logged onto the German skillset.
Activity Code entry types are Prompted and Optional. If you select
Prompted, the agent is prompted to enter Activity Codes on their telephone.
If you select Optional, an Activity Code session is not automatically
displayed on the agent’s telephone, but they can press F907 and enter
Activity Codes.
Activity Codes
Optional is the default. If you do not have Call Center Reporting enabled on
your system, this setting does not appear.
Adding an agent
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
6
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
Press AGENT.
Press ADD.
CC Admin
AGENT SKILL OTHR
Agent Admin
ADD
DEL
CHNG
OK
Agent ID: x
RANGE CHNG
The first available agent number is shown.
Press CHNG to change the agent number and enter a new agent
number
or
press OK to continue.
Agent name: __
7
Enter the agent’s name and press OK.
RETRY
BKSP
OK
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Chapter 8 Setting up agents 103
Priority: 10
CHNG
8
9
Press CHNG if you want to change the agent’s priority
or
press NEXT and go to step 14.
NOTE: This step appears only if you use Basic Call Center.
If you use Enhanced Call Center, go to step 10.
NEXT
Priority:
RETRY
Enter a priority from 1 to 20 for the agent and press OK.
1 is the highest priority. 10 is the default.
OK
Supervisor: N
CHNG
10 Press NEXT to keep the agent at agent status
NEXT
or
press CHNG and then NEXT to give the agent supervisor status.
Auto answer: N
CHNG
11 Press NEXT if you do not want calls to be force-delivered to the
NEXT
agent
or
press CHNG and then NEXT if you want calls to be force-delivered to
the agent.
Miss call: BUSY
LOGOUT BUSY
12 Press OK to accept BUSY (Make Agent Busy) as the Missed Call
OK
option
or
press LOGOUT to select Automatic Logout and press OK.
AC entry: OPT
13 Press OK if you want prompting for Activity codes to be optional, or
press PRMPT if you want agents to be prompted and press OK.
NOTE: This step appears only if you use Enhanced Call Center.
OPT
PRMPT
OK
Agent Admin
ADD DEL
14 Press ® to end the session.
CHNG
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Changing an agent
After you add an agent you can change their properties. You must use this procedure if the system
times out while you are adding an agent.
The properties you can change for an agent are:
•
•
•
•
•
•
•
password
display name
priority
supervisor status
auto answer options
missed call options
Activity Codes
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
6
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
Press AGENT.
Press CHNG.
CC Admin
AGENT SKILL OTHR
Agent Admin
ADD
DEL CHNG
RETRY OK
Agent ID:
DIR
Enter the ID number of the agent you want to change and press OK.
If you do not know the agent’s ID number press DIR to search the
directory.
Login Pswd
RESET
7
8
9
Press RESET if you want to reset the agent’s password
or
press NEXT.
NEXT
NEXT
OK
xxxx
CHNG
Press CHNG if you want to change the agent’s name
or
press NEXT and go to step 10.
Agent name: __
Enter the new agent’s name and press OK.
RETRY
BKSP
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Chapter 8 Setting up agents 105
Priority: 10
CHNG
10 Press CHNG if you want to change the agent’s priority
NEXT
or
press NEXT and go to step 12.
NOTE: This step appears only if you use Basic Call Center.
If you use Enhanced Call Center, go to step 12.
Priority:
RETRY
11 Enter a priority from 1 to 20 for the agent and press OK.
OK
1 is the highest priority.
Supervisor: x
CHNG
12 Press CHNG and press NEXT if you want to change the agent’s
NEXT
supervisor status
or
press NEXT.
Auto answer: N
CHNG
13 Press NEXT if you do not want calls to be force-delivered to the
NEXT
agent
or
press CHNG and then NEXT if you want calls to be force-delivered to
the agent.
Miss call: BUSY
LOGOUT BUSY
14 Press OK to accept BUSY (Make Agent Busy) as the Missed Call
OK
Option
or
press LOGOUT to select Automatic Logout and press OK.
AC entry: OPT
15 Press OK if you want prompting for Activity codes to be optional, or
press PRMPT if you want agents to be prompted and press OK.
NOTE: This step appears only if you use Enhanced Call Center.
OPT
PRMPT
OK
16 Press ® to end the session.
Adding multiple agents
You can save time by adding more than one agent a time. When you add multiple agents,
the agents have the default agent name and parameters.
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
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106 Chapter 8 Setting up agents
4
5
6
Press AGENT.
CC Admin
AGENT SKILL OTHR
Agent Admin
ADD
Press ADD.
DEL
CHNG
OK
Agent ID: x
RANGE CHNG
The first available agent number is shown.
Press RANGE to add a range of new agents.
Start agent:
RETRY
7
8
9
Enter the start of the range and press OK.
OK
OK
End agent:
RETRY
Enter the end of the range and press OK.
Priority: 10
CHNG
Press CHNG if you want to change the agent’s priority
or
NEXT
press NEXT and go to step 11.
NOTE: This step appears only if you use Basic Call Center.
If you use Enhanced Call Center, go to step 11.
Priority:
RETRY
10 Enter a priority from 1 to 20 for the agent and press OK.
OK
1 is the highest priority. 10 is the default.
Supervisor: N
CHNG
11 Press NEXT to keep the agent at agent status
NEXT
or
press CHNG and then NEXT to give the agent supervisor status.
Auto answer: N
CHNG
12 Press NEXT if you do not want calls to be force-delivered to the
NEXT
agent
or
press CHNG and then NEXT if you want calls to be force-delivered to
the agent.
Miss call: BUSY
LOGOUT BUSY
13 Press OK to accept BUSY (Make Agent Busy) as the Missed Call
OK
option
or
press LOGOUT to select Automatic Logout and press OK.
AC entry: OPT
14 Press OK if you want prompting for Activity codes to be optional,
or
OPT
PRMPT
OK
press PRMPT if you want agents to be prompted and press OK.
NOTE: This step appears only if you use Enhanced Call Center.
Agent Admin
15 Press ® to end the session.
ADD
DEL
CHNG
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Chapter 8 Setting up agents 107
Assigning an agent to a skillset
You can assign an agent to one or both skillsets. Each agent is responsible for answering calls for
the skillsets they are assigned to.
To assign an agent to a skillset
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to add an agent to and
press OK.
QUIT
OK
Status: xxxxxxx
6
The display shows whether the skillset is enabled or disabled.
You must disable the skillset before you make changes to it. For
Press NEXT to continue.
CHNG
NEXT
Skillset Admin
PARM AGENT ROUTE
7
8
9
Press AGENT.
Press ADD.
Agent-Skillset
ADD
DEL
VIEW
Add Agent
Press INDIV.
INDIV RANGE QUIT
Agent ID:
10 Enter the ID number of the agent you want to assign and press OK
DIR
RETRY
OK
or
press DIR to search the directory.
xxxx
11 The display shows the agent’s name.
NEXT
Press NEXT.
Priority: 10
CHNG
12 If you use Enhanced Call Center, this display appears that lets you
OK
assign dynamic to the agent.
Press OK to accept 10 as the agent’s priority level in the skillset
or
press CHNG and enter a priority level from 1 - 20.
10 is the default.
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Agent added
13 This display appears briefly.
Add Agent
INDIV RANGE QUIT
14 Press ® to end the session
or
press INDIV to add another agent and follow steps 10 through 13.
Assigning several agents to a skillset
You can save time by adding several agents to a skillset at once. Agents that are already assigned to
the skillset are not added again.
To assign several agents to a skillset
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to assign several agents
to and press OK.
QUIT
OK
Status: xxxxxxx
6
The display shows whether the skillset is enabled or disabled.
You must disable the skillset before you make changes to it. For
Press NEXT to continue.
CHNG
NEXT
Skillset Admin
PARM AGENT ROUTE
7
8
9
Press AGENT.
Press ADD.
Agent-Skillset
ADD
DEL
VIEW
Add Agent
Press RANGE.
INDIV RANGE QUIT
Start agent:
10 Enter the ID number of the first agent you want to assign and press
RETRY
OK
OK.
End agent:
RETRY
11 Enter the ID number of the last agent you want to assign and press
OK
OK.
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Chapter 8 Setting up agents 109
Priority: 10
CHNG
12 If you use Enhanced Call Center, this display appears that lets you
assign dynamic priority to the agent.
Press OK to accept 10 as the agent’s priority level in the skillset
or
OK
press CHNG and enter a priority level from 1 - 20.
10 is the default.
x added
13 This display appears briefly.
Add Agent
INDIV RANGE QUIT
14 Press ® to end the session.
Removing agents from a skillset
You can remove an agent from a skillset. When you remove an agent, they are removed from the
skillset but not from Call Center. You can assign the agent to another skillset.
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to remove an agent from
and press OK.
QUIT
OK
Status: xxxxxxx
6
The display shows whether the skillset is enabled or disabled.
The skillset must be disabled before you can delete an agent from
it. For how to disable a skillset refer to “Disabling a skillset” on
CHNG
NEXT
Press NEXT to continue.
Skillset Admin
PARM AGENT ROUTE
7
8
9
Press AGENT.
Agent-Skillset
Press DEL.
ADD
DEL
VIEW
OK
Agent ID:
DIR RETRY
Enter the ID number of the agent you want to remove and press OK.
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xxxx
DEL
10 The display shows the agent’s name.
QUIT
Press DEL.
Agent deleted
11 This display appears briefly.
12 Press ® to end the session.
Viewing agents in a skillset
You can review the agents in a skillset.
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
6
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to view and press OK.
QUIT
OK
NEXT
Status: xxxxxxx
CHNG
The display shows whether the skillset is enabled or disabled.
Press NEXT to continue.
Skillset Admin
PARM AGENT ROUTE
7
8
9
Press AGENT.
Agent-Skillset
Press VIEW.
ADD
DEL
VIEW
x: xxxx
NEXT
The display shows the agent with the lowest ID number in the
skillset. You can press NEXT to see the next agent or PREV to see the
previous agent.
PREV QUIT
10 Press ® to end the session.
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Chapter 8 Setting up agents 111
Logging an agent off
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
6
7
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTH
Press AGENT.
Agent Admin
ADD
Press °. This option does not appear as a display button option.
Enter the agent’s ID number and press OK.
DEL
CHNG
QUIT
Agent ID:
OK
xxxx
OUT
The agent’s name is displayed.
Press OUT.
8
Press ® to end the session.
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Deleting an agent
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and password,
and then press OK.
RETRY
OK
Admin
MBOX
2
3
4
5
6
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press AGENT.
Press DEL.
Agent Admin
ADD
DEL
CHNG
OK
Agent ID:
DIR
Enter the agent’s ID number and press OK
or
RETRY
press DIR to search the directory.
xxxx
DEL
7
The agent’s name is displayed.
Press DEL.
QUIT
Agent deleted
8
9
The display shows the agent is deleted.
Press ® to end the session.
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Chapter 8 Setting up agents 113
Resetting an agent password
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
6
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
Press AGENT.
Press CHNG.
CC Admin
AGENT SKILL OTHR
Agent Admin
ADD
DEL CHNG
RETRY OK
Agent ID:
DIR
Enter the ID number of the agent you want to change and press OK.
If you do not know the agent’s ID number press DIR to search the
directory.
Login Pswd
RESET
7
8
Press RESET to reset the agent’s password.
NEXT
Press ® to end the session.
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115
Chapter 9
Intelligent Overflow Routing
Use Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset for
an agent. You can specify that a waiting call:
•
•
overflows to one or more skillsets and keeps its conditions and original skillset greetings.
Agents from the specified skillsets can answer the call.
moves to another skillset where the call loses its conditions, and takes on the properties of the
new skillset, including skillset greetings. The system tracks the total length of the call from the
time the call enters the system until it is answered.
•
•
transfers to the skillset mailbox
transfers to an extension, mailbox, external telephone number, CCR Tree, Automated
Attendant or operator
•
changes in priority level
Intelligent Overflow Routing handles calls differently depending on the rules that you create.
Each rule is based on a mode, one or more conditions, and one or more actions.
Mode
Intelligent Overflow Routing looks at the mode the skillset is in to determine how to handle a call.
A skillset can be in Day mode, Night mode, or 24 Hour Service. Each mode can have its own rules
for how to handle calls. The default mode is Day.
Condition
After Intelligent Overflow Routing determines what mode the skillset is in, Intelligent Overflow
Routing determines what conditions apply to the call. The two possible conditions are:
•
Whether the timer expires. You set the length of time a call waits for an agent before the call is
sent to the destination that you specify. The maximum time a call can wait is 59:59. When a
call enters a skillset, the timer starts at 00:00. Overflow rules are applied according to the time
a call is in a skillset, not according to the total time a call is in the system. For example, if you
set up skillset 1 to move a call to skillset 2 after five minutes, and you set up skillset 2 to move
a call to skillset 1 after two minutes, a call in skillset 1 will be moved to skillset 2 after five
minutes. The call will move back to skillset 1 after an additional two minutes, then back to
skillset 2 after an additional five minutes.
•
Whether there are agents logged on to the skillset. If there are no agents logged on to the
skillset, the call is sent to the destination that you specify. If you select the Agents Not Logged
In check box, the overflow rule applies if there are no agents logged on to the skillset. If you
do not select the Agents Not Logged In check box, the overflow rule applies if there are agents
logged on to the skillset.
Note: You can select both conditions within the same rule. The rule applies when both
conditions are met.
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Action
When Intelligent Overflow Routing determines that a condition is met for the call, the call goes to
the destination you specify. Possible actions are:
•
•
moving the call to a new skillset.
The caller hears the greetings for the new skillset.
overflowing the call to one or more skillsets.
The caller continues to hear the greetings from the original skillset.
•
•
sending the call to the skillset mailbox
transferring the call to an extension, external number, mailbox, skillset mailbox, Automated
Attendant, CCR Tree or operator
•
changing the priority of the call
Note: Note: if an overflow step is configured for No Agents, the overflow rule executes
right away, and even a forced greeting will not play. If you want to play the greeting,
configure a timer with the No Agents rule.
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Chapter 9 Intelligent Overflow 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.
If a call is not answered by an agent within two and a half minutes, the call overflows to skillsets 2
and 3, the sales department skillsets. An agent from any of the three skillsets can answer the call.
The Call Center Administrator:
•
•
•
•
selects the Day service mode
sets the timer for 2 minutes and 30 seconds
selects Overflow to Skillset as the action
selects skillsets 2 and 3
Mode
Day
Conditions Action
02:30 Overflow: 2,3
Explanation
This Intelligent Overflow Routing rule applies only if there
are one or more agents are logged on.
If a call is not answered by an agent before 2 minutes and
30 seconds, the call overflows to skillsets 2 and 3. When a
call overflows, it also remains queued at the original
skillset destination.
Note: If you want calls to overflow to multiple skillsets, specify all the skillsets in the
same rule. The call bypasses skillsets with busy agents and overflows to the next skillset
with an available agent.
Example 2
In this example, calls to the call center go to skillset 1. The Administrator wants to ensure that
lower priority calls do not wait in a skillset indefinitely. If a call waits for 2 minutes or more, a
higher priority is assigned to the call.
The Call Center Administrator:
•
•
•
selects the 24 Hour Service mode
sets the timer for 2 minutes
selects Change Call Priority only as the action and selects 1 as the new call priority
Mode
24 Hour
Conditions Action
Explanation
02:00 Change call priority This Intelligent Overflow Routing rule applies to any call
to 1
that has been waiting in skillset 1 for 2 minutes.
If a call is not answered by an agent when the timer
elapses, the call priority changes to the highest priority.
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Example 3
In this example, calls to the call center go to skillset 1, which is the company help line. If there are
no agents logged on to the help line, the call moves to skillset 2, which is the company’s service
department. When a call moves to a new skillset, it does not remain queued at the original skillset
destination.
The Call Center Administrator:
•
•
•
•
selects the Day service mode
selects the Agents not logged in check box
selects Move to Skillset as the action
selects skillset 2
Mode
Day
Conditions
Action
Explanation
No Agents
Move to Skillset 2
Intelligent Overflow Routing checks to see
whether agents are logged on to skillset 1, but
does not check the timer.
If there are no agents logged on to skillset 1, the
call moves to skillset 2 and gets the new
greetings for skillset 2. When a call moves to a
new skillset, it does not remain queued at the
original skillset destination.
Example 4
In this example, calls to the call center go to skillset 1, which is the company help line. If no agents
are logged on to skillset 1, the call immediately moves to skillset 2. If agents are logged on to
skillset 1 and the call is not answered within two and a half minutes, the call transfers to the skillset
mailbox where the caller can leave a message.
The Call Center Administrator creates two rules. In the first rule the Call Center Administrator:
•
•
•
•
selects the 24 Hour service mode
selects the Agents not logged in check box
selects Move to Skillset as the action
selects skillset 2
In the second rule the Call Center Administrator:
•
•
•
selects the 24 Hour service mode
sets the timer to 2 minutes and 30 seconds
selects the skillset mailbox as the action
Mode
Conditions
Action
Explanation
24 Hour
24 Hour
No Agents
02:30
Move to Skillset 2
Skillset Mailbox
The call moves to skillset 2 if no agents are logged
on. If agents are logged on and the call is not
answered within 2 minutes and 30 seconds, the call
transfers to the skillset mailbox.
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Chapter 9 Intelligent Overflow 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.
The Call Center Administrator creates two rules. In the first rule the Call Center Administrator:
•
•
•
•
•
selects the Day service mode
sets the timer to 2 minutes and 30 seconds
selects the Agents not logged in check box
selects Overflow to skillset as the action
selects skillset 2
In the second rule the Call Center Administrator:
•
•
•
•
selects the Day service mode
sets the timer to 4 minutes and 30 seconds
selects the Agents not logged in check box
selects the skillset mailbox as the action
Mode
Conditions
Action
Explanation
Day
Day
02:30 and No Agents
04:30 and No Agents
Overflow: 2
The call overflows to skillset 2 after the call is in
skillset 1 for 2 minutes and 30 seconds and if there
are no agents logged on to skillset 1. If the call is
not answered within an additional 2 minutes the
call transfers to the skillset mailbox.
Skillset Mailbox
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Example 6
In this example, calls to the call center go to skillset 1, which is the company’s help line. The Night
Service Mode is set to start at 6:00 pm. After 6:00 pm there are no other skillsets with agents
logged on. If no agents are logged on to skillset 1 or if the call is not answered by an agent within
two and a half minutes, the call transfers to the skillset mailbox.
In this example, the Call Center Administrator inserts two rules. The Call Center Administrator:
•
•
•
•
selects the Night service mode for both rules
sets the timer to 2 minutes and 30 seconds as the condition for the first rule
selects the Agents not logged in check box as the condition for the second rule
selects the skillset mailbox as the action for both rules
Mode
Conditions
Action
Explanation
Night
02:30
Skillset Mailbox
The call transfers to the skillset mailbox if the call is
not answered within 2 minutes and 30 seconds.
Night
No Agents
Skillset Mailbox
The call transfers to the skillset mailbox if there are
no agents logged on to skillset 1.
Example 7
In this example, calls to the call center go to skillset 1, which is the company’s order desk. Skillset
1 agents are the company’s experienced sales agents. If no agents are logged on to skillset 1 and if
the call is not answered by an agent within two and a half minutes, the call overflows to skillset 2.
Skillset 2 agents are the company’s less experienced sales agents.
The Call Center Administrator:
•
•
•
•
•
selects the Day service mode
sets the timer to 2 minutes and 30 seconds
selects the Agents not logged in check box
selects Overflow as the action
selects skillset 2
Mode
Conditions
Action
Explanation
Day
02:30 and No Agents
Overflow: 2
The call overflows to skillset 2 if the call is not
answered within 2 minutes and 30 seconds and if
there are no agents logged on to skillset 1.
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Chapter 9 Intelligent Overflow 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.
In the first rule the Call Center Administrator:
•
•
•
•
selects the Day service mode
sets the timer to 10 seconds
sets Overflow as the action
selects skillsets 2, 3 and 4
In the second rule the Call Center Administrator:
•
•
•
selects the Day service mode
sets the timer to 30 seconds
selects the skillset mailbox as the action
Mode
Conditions
Action
Explanation
Day
Day
00:10
00:30
Overflow: 2, 3, 4
Skillset Mailbox
The call overflows to skillsets 2, 3 and 4 if the call is
not answered within 10 seconds. The call goes to
the skillset mailbox if it is not answered within an
additional 20 seconds.
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Adding Overflow rules
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
6
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to change and press OK.
QUIT
OK
Status: xxxxxxx
CHNG
The display shows whether the skillset is enabled or disabled.
You must disable the skillset before you make changes to it. To
disable the skillset Press CHNG and press NEXT to continue.
NEXT
Skill mbox pswd
RESET
7
8
9
Press NEXT to continue.
Press OTHR.
NEXT
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
Press OVFLW.
Overflow rules
10 Press ADD.
ADD
CHNG
DEL
<2>: MODE
DAY NIGHT 24HR
11 The display shows the Overflow rule number
Select whether you want the rule to apply to Day, Night or 24 Hour
mode. Day is the default.
<2>: Method
TIME NOAGNT BOTH
12 Select TIME if you want Overflow Routing to time how long the
call waits in the skillset before it goes to the destination that you
specify
or
select NOAGNT if you want Overflow to apply if there are no agents
logged onto the skillset
or
select BOTH if you want Overflow to apply if you want TIME and
NOAGNT to apply.
<2>: Timeout:
RETRY
13 Enter the time that a call waits in the skillset before it goes to the
OK
destination that you specify and press OK.
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Chapter 9 Intelligent Overflow Routing 123
2: Overflow To
SSMBX OFLSS OTHR
14 Press SSMBX if you want calls to overflow to the skillset mailbox
and in the next step enter the mailbox number
or
press OFLSS if you want calls to overflow to another skillset and in
the next step enter the skillset number
or
press OTHER for more destinations: Move to another skillset,
Transfer or Change call Priority, and in the next step enter the
information about where you want to overflow calls.
<Data prompt>
RETRY
15 Enter the information about where you want to overflow calls and
OK
press OK.
The appearance of this display depends on what kind of overflow
you choose.
Another rule?
YES
16 Press YES if you want to change or view another Overflow rule
NO
or
press NO to return to the Overflow display shown in step 11
or
press ® to end the session.
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124 Chapter 9 Intelligent Overflow Routing
Changing and viewing Overflow rules
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
6
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to change and press OK.
QUIT
OK
Status: xxxxxxx
CHNG
The display shows whether the skillset is enabled or disabled.
You must disable the skillset before you make changes to it. To
disable the skillset Press CHNG and press NEXT to continue.
NEXT
Skill mbox pswd
RESET
7
8
9
Press NEXT to continue.
Press NEXT to continue.
Press OTHR.
NEXT
NEXT
Skill mbox pswd
RESET
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
10 Press OVFLW.
Overflow rules
11 Press CHNG.
ADD
CHNG
DEL
1: mode
CHANGE
12 The first Overflow rule, shown here as rule 1, is displayed.
If you want to change another rule, press NEXT until you see the
display in step 17.
NEXT
Press CHANGE if you want to change the mode of the Overflow rule
(mode is either Day, Night or 24 Hour)
or
press NEXT to continue.
1: time
CHANGE
13 Press CHANGE if you want to change the time of the Overflow rule
NEXT
or
press NEXT to continue.
If you do not have a time set for this Overflow rule this display
does not appear.
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Chapter 9 Intelligent Overflow Routing 125
1: No agents
CHANGE
14 Press CHANGE if you want to change the agent setting of the
NEXT
Overflow rule
or
press NEXT to continue.
1: <info>
CHANGE MORE NEXT
15 The display shows additional information about the Overflow rule.
What appears depends on the parameters for the rule.
Press CHANGE to change the information displayed
or
press MORE to view more information about the rule
or
press NEXT to continue.
1: Priority
CHANGE
16 Press CHANGE if you want to change the priority of the Overflow
NEXT
rule
or
press NEXT to continue.
If you do not have a priority setting configured this display does
not appear.
Another rule?
YES
17 Press Yes if you want to change or view another Overflow rule
or
NO
press no to return to the Overflow rules display shown in step 11
or press ® to end the session.
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126 Chapter 9 Intelligent Overflow Routing
Deleting Overflow rules
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
RETRY
OK
password,
and then press OK.
Admin
MBOX
2
3
4
5
6
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to change and press OK.
QUIT
OK
Status: xxxxxxx
CHNG
The display shows whether the skillset is enabled or disabled.
You must disable the skillset before you make changes to it. To
disable the skillset Press CHNG and press NEXT to continue.
NEXT
Skill mbox pswd
RESET
7
8
9
Press NEXT to continue.
Press OTHR.
NEXT
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
Press OVFLW.
Overflow rules
10 Press DEL.
ADD
CHNG
DEL
ALL
Number to erase
SINGLE
11 Press SINGLE to erase one rule and go to step 13
or
press ALL to erase all the overflow rules for the skillset and go to
the next step.
Erase all rules?
YES
12 Press YES to erase all the overflow rules for the skillset and go to
NO
step 15.
Erase rule:
RETRY
13 Enter the number of the rule you want to delete and press OK.
OK
OK
Erase rule: X
CHNG
14 Press OK to confirm the deletion
or
press CHNG and enter the number of the rule you want to delete.
15 Press ® to end the session.
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127
Chapter 10
Routing table administration
Routing tables determine how the system answers, holds and routes incoming calls to agents in
your call center. You set up routing tables to handle incoming calls for each skillset. A call in a
skillset receives the treatment specified by the routing table. The treatment can be a combination of
greetings, transfers, and being on hold. If an agent becomes available, the call is sent to the
available agent.
Each skillset has a Day and a Night Routing Table. Set up the Day Routing Table for your business
hours. Set up the Night Routing Table for your non-business hours.
The maximum number of steps you can add to a routing table is 20. You can record the routing
Note: You can add steps to a routing table only when you set it up. After you set up the
table, you cannot add or delete steps. You can modify steps.
Setting up DID routing
You can route calls based on their Direct Inward Dialing (DID) number. DID is the ability to make
a telephone call directly to an internal extension, without having to go through the operator.
To route DID calls, set up a DID target line and assign the target line to a skillset.
To set up DID routing for CallPilot 100/150
1
From a Norstar telephone, set up a DID target line.
For information about setting up a DID target line refer to the Norstar System Coordinator
Guide.
2
Configure the target line number to be answered by Call Center.
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128 Chapter 10 Routing table administration
Fax Detection
Call Center can detect fax calls and route them to a skillset mailbox. If you want Call Center to
detect incoming faxes, you must make your first routing table step:
•
•
•
•
a Greeting step
with Forced Play
without a transfer
with a greeting that is a minimum of 11 seconds long
Fax Detection applies only if a fax machine is attempting to transmit a fax at the start of a greeting.
If a fax transmission starts several seconds after the start of a greeting, it is possible for the fax tone
not to be detected.
If you do not set up the routing table to detect a fax call, some fax calls can be routed to agents, and
some fax calls can be routed to the routing table’s skillset mailbox.
To enable a routing table to detect fax calls, change the first step.
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Chapter 10 Routing table administration 129
About types of Routing Table steps
You can add these types of steps to routing tables:
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.
Greeting
During a distribute for step, calls wait to be distributed to agents. If no
agents are available before the distribution time expires, the call goes to the
next step in the routing table. If there is no next step set up in the routing
table, the call ends.
Distribute for
The minimum distribution time is zero and the maximum distribution time is
59 minutes and 59 seconds. The default distribution time is 30 seconds.
A Goto step is the last step in a routing table. A Goto step moves the caller
to an earlier routing step.
Goto
For example, if a Goto step points to step 1, the call goes back to step 1
and repeats the steps. The steps are repeated until an agent becomes
available or the caller decides to leave a message in the skillset mailbox.
The first step in a routing table cannot be a Goto step because there are no
possible target steps yet.
A Goto step cannot point to itself. A Goto step can only point to any
previously created step.
A transfer step can transfer calls to:
Transfer
•
•
•
•
•
•
an extension
a mailbox
an external number
the Automated Attendant
an operator
a CCR Tree
A Disconnect step releases calls from the skillset. If the first step in a
routing table is a Disconnect, Call Center does not answer the call.
Disconnect
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Adding a Greeting step
Greeting steps play a message to waiting callers. You must have a greeting recorded before you
can use it in a Greeting step. For how to record a Call Center greeting refer to “Recording a Call
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
Enable Forced Play for a greeting that contains important information that
you want callers to hear. If an agent becomes available while a caller is
listening to a Forced greeting, the greeting is not interrupted. The caller
must listen to the entire greeting.
Forced Play
If you do not enable Forced Play, when an agent becomes available the
greeting is interrupted and the call goes to the available agent.
Limit the number of Forced Play greetings and keep Forced Play greetings
as short as possible. Long Forced Play greetings increase the transfer time
of calls to agents and cause unpredictable increases in distribution times.
While the greeting plays callers can:
Intelligent Caller Input
Routing, Basic (Xfer)
•
•
•
•
press ⁄ to transfer to the Automated Attendant
press ‚ to transfer to the Operator
press · to leave a message in the skillset mailbox
press ¤ to transfer to a CCR Tree
These are the default keypad buttons. You can change the keypad buttons.
Ensure that the Non-business hours greetings have Intelligent Call Input
Routing, Basic enabled so that callers can direct how they transfer their
calls.
While the greeting plays callers cannot press a dialpad button to transfer
their call. Call Center ignores buttons pressed on the dialpad. The greeting
plays without interruption. This is the default setting. At the end of the
greeting, the caller goes to the next routing step. If there is no next step, the
call ends.
No Intelligent Caller Input
Routing (Norm)
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Chapter 10 Routing table administration 131
To add a Greeting step
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
RETRY
OK
password, and then press OK.
Admin
MBOX
2
3
4
5
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to add a Greeting step to
and press OK.
QUIT
OK
NEXT
NEXT
Status: xxxxxx
CHNG
6
If the skillset is enabled, press CHNG to disable it.
Press NEXT.
Skill mbox pswd
RESET
7
8
9
Press NEXT to continue.
Press OTHR.
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
Press ROUTE.
Route Table
10 Press DAY or NIGHT.
DAY
NIGHT QUIT
In this example, Day is shown.
Day routing
SETUP
11 Press SETUP.
QUIT
Step 1
DIST
12 Press GRTG.
GRTG OTHR
Greeting type
EWT NORMAL
13 Press NORMAL.
CC greeting: x
RETRY
14 Enter the number of the greeting you want to use and press OK.
OK
OK
CC greeting: x
15 Press OK.
RETRY
PLAY
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Type: Norm
16 Assign the parameters for the Greeting step:
Force
XFER
OK
•
•
If you want to use Norm, press OK and go to step 32.
If you want the Greeting to be forced, press Force, press OK
and go to step 30.
•
•
If you want the Greeting to be forced and callers to be able to
transfer after the greeting, press Force, press XFER and go to
step 17.
If you want callers to be able to transfer during the Greeting,
press XFER and go to step 17.
AA Key: 1
CHNG DISABL NEXT
17 The display shows the default key for the Automated Attendant.
Press CHNG if you want to change the key that callers press to reach
the Automated Attendant
or
press DISABL if you do not want callers to be able to press a key to
reach the Automated Attendant, press NEXT and go to step 20
or
AA Key: disable
CHNG
NEXT
press NEXT to accept the default key and go to step 20.
AA Key:
RETRY
18 Enter the key you want to assign for the Automated Attendant and
OK
press OK.
AA Key: x
CHNG DISABL NEXT
19 Press NEXT.
Oper Key: 0
CHNG DISABL NEXT
20 The display shows the default key for the Operator.
Press CHNG if you want to change the key that callers press to reach
the Operator
or
press DISABL if you do not want callers to be able to press a key to
reach the Operator, press NEXT and go to step 23
or
press NEXT to accept the default key and go to step 23.
Oper Key:
RETRY
21 Enter the key you want to assign for the Operator and press OK.
OK
Oper Key: x
CHNG DISABL NEXT
22 Press NEXT.
Mbox Key: 9
CHNG DISABL NEXT
23 The display shows the default key for the skillset mailbox.
Press CHNG if you want to change the key that callers press to reach
the skillset mailbox
or
press DISABL if you do not want callers to be able to press a key to
reach the skillset mailbox, press NEXT and go to step 26
or
press NEXT to accept the default key and go to step 26.
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Mbox Key:
RETRY
24 Enter the key you want to assign for the skillset mailbox and press
OK
OK.
Oper Key: x
CHNG DISABL NEXT
25 Press NEXT.
CCR Key: 2 Tr: 1
26 The display shows the default key for a CCR Tree.
CHNG
DISABL OK
Press CHNG if you want to change the key that callers press to reach
the CCR Tree
or
press DISABL if you do not want callers to be able to press a key to
reach the skillset mailbox, press NEXT and go to step 30
or
press OK to accept the default key and go to step 30.
Note: You cannot let callers transfer to a CCR Tree unless you
have created a CCR Tree. Refer to the CallPilot Telephone
Administration Guide or the CallPilot Manager Set Up and
Operation Guide.
CCR Key:
RETRY
27 Enter the key you want to assign for the CCR Tree and press OK.
OK
CCR Key: x
CHNG
28 Press NEXT.
NEXT
OK
CCR tree:
RETRY
29 Enter the number of the CCR Tree you want callers to transfer to
and press OK.
CCR Key: x Tr: x
CHNG DISABL
30 Press OK.
OK
Type: Norm Xfer
Force XFER
31 Press OK.
OK
Another step?
YES
32 Press YES to continue to build the table
QUIT
or
press ® to end the session.
If you want to continue to add steps to the table:
•
•
•
•
Note: You can add steps to a routing table only when you set it up. After you set up the
table, you cannot add or delete steps. You can only modify the steps that you created. If
you have set up a routing table and you want to add or remove steps, you must erase the
table and create it again.
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134 Chapter 10 Routing table administration
Adding a Distribute for step
Distribute for steps put callers on hold while they wait for an agent.
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
password, and then press OK.
RETRY
OK
Admin
MBOX
2
3
4
5
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to add a Distribute step to
and press OK.
QUIT
OK
NEXT
NEXT
Status: xxxxxx
CHNG
6
If the skillset is enabled, press CHNG to disable it.
Press NEXT.
Skill mbox pswd
RESET
7
8
9
Press NEXT to continue.
Press OTHR.
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
Press ROUTE.
Route Table
10 Press DAY or NIGHT.
DAY
NIGHT QUIT
In this example, Day is shown.
Day routing
SETUP
11 Press SETUP.
QUIT
Step x
DIST
12 Press DIST.
GRTG OTHR
Dist time: 00:30
CHNG OK
13 The default hold time is 00:30.
Press CHNG to change the default time
or
press OK to accept the default and go to step 16.
Hold time mmss:
RETRY
14 Enter the hold time and press OK.
OK
OK
Hold time: xx:xx
CHNG
15 Press OK.
Another step?
YES
16 Press YES to add another step
or
QUIT
press ® to end the session.
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Chapter 10 Routing table administration 135
Adding a Goto step
Goto steps send a caller to a previous step in the routing table. You can add a Goto step only to the
end of a routing table. There must be additional steps in the route you are setting up.
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
password, and then press OK.
RETRY
OK
Admin
MBOX
2
3
4
5
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to add a Goto step to and
press OK.
QUIT
OK
NEXT
NEXT
Status: xxxxxx
CHNG
6
If the skillset is enabled, press CHNG to disable it.
Press NEXT.
Skill mbox pswd
RESET
7
8
9
Press NEXT to continue.
Press OTHR.
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
Press ROUTE.
Route Table
10 Press DAY or NIGHT.
DAY
NIGHT QUIT
In this example, Day is shown.
Day routing
SETUP
11 Press SETUP.
12 Press OTHR.
13 Press GOTO.
QUIT
OTHR
Step x
DIST GRTG
Step x
DISC
XFER GOTO
Goto Step: x
CHNG
14 Press CHNG until the step is displayed that you want the call to go to
OK
and press OK
or
press OK to accept the step that is shown.
Table complete
15 This display appears.
After you add a Goto step you cannot add more steps to the table.
16 Press ® to end the session.
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136 Chapter 10 Routing table administration
Adding a Transfer step
A transfer step can transfer calls to:
•
•
•
•
•
•
an extension
a mailbox
an external number
the Automated Attendant
an operator
a CCR Tree
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
password, and then press OK.
RETRY
OK
Admin
MBOX
2
3
4
5
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to add a Greeting step to
and press OK.
QUIT
OK
NEXT
NEXT
Status: xxxxxx
CHNG
6
If the skillset is enabled, press CHNG to disable it.
Press NEXT.
Skill mbox pswd
RESET
7
8
9
Press NEXT to continue.
Press OTHR.
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
Press ROUTE.
Route Table
10 Press DAY or NIGHT.
DAY
NIGHT QUIT
In this example, Day is shown.
Day routing
SETUP
11 Press SETUP.
QUIT
Step x
DIST
12 Press OTHR.
DIST OTHR
Step x
DISC XFER
13 Press XFER.
GOTO
Goto appears only if this is not the first step.
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Chapter 10 Routing table administration 137
Step x
EXTN
14 Add the type of transfer step you want to the Routing Table.
MBOX OTHR
To transfer to an extension:
•
•
Press EXTN
Enter the extension number and press OK
To transfer to a mailbox:
•
•
Press MBOX
Enter the mailbox number and press OK
To transfer to an external number:
•
•
•
Press OTHR
Press EXTERN
Press CHNG to select a line, pool or route as the outdial
method
•
•
•
•
•
Press NEXT
Enter the line or line pool number and press OK
Press OK
Enter the telephone number you want to transfer the call to
Press OK
To transfer to the Automated Attendant:
•
•
•
•
Press OTHR
Press AA
Press CHNG
Enter the number of the AA table and press OK
To transfer to the Operator:
•
•
•
•
Press OTHR
Press OTHR
Press OPER
Press OK
To transfer to a CCR Tree:
•
•
•
•
•
•
Press OTHR
Press OTHR
Press OTHR
Press CCR
Enter the number of the CCR Tree and press OK
Press OK
Route Table
DAY NIGHT
15 Press YES to add another step
or
QUIT
press ® to end the session.
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138 Chapter 10 Routing table administration
Adding a Disconnect step
Disconnect steps release a call from the skillset it is in. If the first step in a routing table is a
Disconnect step, Call Center does not answer the line.
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
password, and then press OK.
RETRY
OK
Admin
MBOX
2
3
4
5
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to add a Disconnect step
to and press OK.
QUIT
OK
NEXT
NEXT
Status: xxxxxx
CHNG
6
If the skillset is enabled, press CHNG to disable it.
Press NEXT.
Skill mbox pswd
RESET
7
8
9
Press NEXT to continue.
Press OTHR.
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
Press ROUTE.
Route Table
10 Press DAY or NIGHT.
DAY
NIGHT QUIT
In this example, Day is shown.
Day routing
SETUP
11 Press SETUP.
QUIT
Step x
DIST
12 Press OTHR.
GRTG OTHR
XFER
Step x
DISC
13 Press DISC.
Disconnect
14 Press OK.
OK
Table complete
15 Press ® to end the session.
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Chapter 10 Routing table administration 139
Example of a Day Routing Table
Example of Day Routing Table steps
Step number Type of step
Step parameters
Greeting
Greeting 1, information greeting
Forced
1
Transfer none enabled
Distribute for
Greeting
1:00 (one minute)
2
3
Greeting 2, general company greeting
Not forced play
Intelligent Call Input Routing, Basic with defaults
Distribute for
Greeting
Accept default - distribute for 00:30 (thirty seconds)
4
5
Greeting 3, please wait greeting
Not forced play
Intelligent Call Input Routing, Basic with operator default
Goto
Routing Table step 2
6
To set up the Day Routing Table example
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
password, and then press OK.
RETRY
OK
Admin
MBOX
2
3
4
5
6
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to set up and press OK.
QUIT
OK
Status: xxxxxx
CHNG
If the skillset is enabled, press CHNG to disable it.
Press NEXT.
NEXT
Skill mbox pswd
RESET
7
8
9
Press NEXT to continue.
Press OTHR.
NEXT
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
Press ROUTE.
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140 Chapter 10 Routing table administration
Route Table
10 Press DAY.
DAY
NIGHT QUIT
Day routing
SETUP
11 Press SETUP.
QUIT
Greeting type
12 Press NORMAL.
EWT
NORMAL
Step 1
DIST
13 Press GRTG.
GRTG OTHR
CC greeting: x
RETRY
14 Enter the number of the greeting you want to use and press OK.
OK
OK
CC greeting: x
15 Press OK.
RETRY
PLAY
Type: Force
16 Press Force and press OK.
17 Press OK.
Norm
XFER
OK
Type: Norm
Force
XFER
OK
Another step?
YES
18 Press YES to continue to build the table.
19 Press DIST.
QUIT
Step 2
DIST
GRTG OTHR
Dist time: 00:30
CHNG
20 Press CHNG.
OK
OK
OK
Dist time mmss:
RETRY
21 Enter 0100 and press OK.
22 Press OK.
Dist time: 01:00
CHNG
Another step?
YES
23 Press YES.
QUIT
Step 3
DIST
24 Press GRTG.
GRTG OTHR
Greeting type
EWT NORMAL
25 Press NORMAL.
CC greeting: x
RETRY
26 Enter the number of the greeting you want to use and press OK.
27 Press OK.
OK
OK
OK
CC greeting: x
RETRY
PLAY
Type: Norm
28 Press XFER.
Force
XFER
AA Key: 1
CHNG DISABL NEXT
29 Press NEXT.
Oper Key: 0
CHNG DISABL NEXT
30 Press NEXT.
Mbox Key: 9
CHNG DISABL NEXT
31 Press NEXT.
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Chapter 10 Routing table administration 141
CCR Key: 2 Tr: 1
CHNG DISABL
32 Press OK.
OK
OK
Type: Norm Xfer
33 Press OK.
Force
XFER
Another step?
YES
34 Press YES.
35 Press DIST.
36 Press OK.
QUIT
Step 4
DIST
GRTG OTHR
Dist time: 00:30
CHNG
OK
Another step?
YES
37 Press YES.
38 Press GRTG.
39 Press NORMAL.
40 Press 3 and press OK.
41 Press OK.
QUIT
OTHR
Step 5
DIST GRTG
Greeting type
EWT
NORMAL
CC greeting:
RETRY
OK
OK
OK
CC greeting: 3
RETRY
PLAY
Type: Norm
Force XFER
42 Press XFER.
43 Press DISABL.
44 Press NEXT.
45 Press NEXT.
46 Press DISABL.
47 Press NEXT.
48 Press DISABL.
49 Press OK.
AA Key: 1
CHNG DISABL NEXT
AA Key: disable
CHNG
NEXT
Oper Key: 0
CHNG DISABL NEXT
Mbox Key: 9
CHNG DISABL NEXT
MBox Key: disable
CHNG
NEXT
OK
CCR Key: 2 Tr: 1
CHNG DISABL
CCR Key: disable
CHNG
OK
OK
Type: Norm Xfer
Force XFER
50 Press OK.
Another step?
51 Press YES.
52 Press OTHR.
53 Press GOTO.
YES
QUIT
GRTG OTHR
XFER GOTO
Step 6
DIST
Step 6
DISC
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142 Chapter 10 Routing table administration
Goto Step: 1
CHNG
54 Press CHNG.
OK
OK
Goto Step: 2
CHNG
55 Press OK.
Table complete
56 Press ® to end the session.
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Chapter 10 Routing table administration 143
Example of a Night Routing Table
Example of Night Routing Table steps
Step number Type of step
Step parameters
Greeting
Greeting 6, non-business hours greeting
Not forced play
1
Intelligent Call Input Routing, Basic
Disconnect
There are no parameters for the Disconnect option.
2
To set up the Night Routing Table example
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
password, and then press OK.
RETRY
OK
Admin
MBOX
2
3
4
5
6
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to set up and press OK.
QUIT
OK
Status: xxxxxx
CHNG
If the skillset is enabled, press CHNG to disable it.
Press NEXT.
NEXT
Skill mbox pswd
7
8
9
Press NEXT to continue.
Press NEXT to continue.
Press OTHR.
RESET
NEXT
Skill mbox pswd
RESET
NEXT
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
10 Press ROUTE.
11 Press NIGHT.
12 Press SETUP.
Route Table
DAY
NIGHT QUIT
Night routing
SETUP
QUIT
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144 Chapter 10 Routing table administration
Greeting type
13 Press NORMAL.
14 Press GRTG.
15 Press 6 and press OK.
16 Press OK.
EWT
NORMAL
Step 1
DIST
GRTG OTHR
CC greeting: x
RETRY
OK
OK
OK
CC greeting: x
RETRY
PLAY
Type: Norm
Force XFER
17 Press XFER.
18 Press NEXT.
19 Press NEXT.
20 Press NEXT.
21 Press OK.
AA Key: 1
CHNG DISABL NEXT
Oper Key: 0
CHNG DISABL NEXT
Mbox Key: 9
CHNG DISABL NEXT
CCR Key: 2 Tr: 1
CHNG DISABL
OK
OK
Type: Norm Xfer
22 Press OK.
Force
XFER
Another step?
YES
23 Press YES.
QUIT
Step 2
DIST
24 Press OTHR.
25 Press DISC.
26 Press OK.
GRTG OTHR
XFER GOTO
Step 2
DISC
Disconnect
OK
Route Table
27 Press ® to end the session
DAY
NIGHT QUIT
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Chapter 10 Routing table administration 145
Changing a routing table
Note: You can add steps to a routing table only when you set it up. After you set up the
table, you cannot add or delete steps. You can modify steps.
You must disable a skillset before you can change its routing table. For how to disable a skillset,
To
Follow the procedure
Review steps
Modify steps
Erasing a routing table
Reviewing Routing Table steps
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
RETRY
OK
password, and then press OK.
Admin
MBOX
2
3
4
5
6
7
8
9
Press OTHR.
AA
OTHR
CC
Admin
GLIST
Press CC.
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to review and press OK.
QUIT
OK
NEXT
NEXT
Status: xxxxxx
CHNG
Press NEXT.
Skill mbox pswd
RESET
Press NEXT to continue.
Press OTHR.
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
Press ROUTE.
Route Table
10 Press DAY or NIGHT.
DAY
NIGHT QUIT
In this example, Day is shown.
Day routing
11 Press VIEW.
VIEW
ERASE
INS
NEXT
QUIT
1: xxxxx
CHNG
12 Press NEXT to view each remaining step.
13 This display appears when you reach the last step.
14 Press ® to end the session.
End table
ADD
Route Table
DAY
NIGHT QUIT
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Modifying Routing Table steps
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
RETRY
OK
password, and then press OK.
Admin
MBOX
2
3
4
5
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to modify a step for and
press OK.
QUIT
OK
NEXT
NEXT
Status: xxxxxx
CHNG
6
If the skillset is enabled, press CHNG to disable it.
Press NEXT.
Skill mbox pswd
RESET
7
8
9
Press NEXT to continue.
Press OTHR.
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
Press ROUTE.
Route Table
10 Press DAY or NIGHT.
DAY
NIGHT QUIT
In this example, Day is shown.
Day routing:
11 Press VIEW.
VIEW
ERASE
INS
1: xxxx
CHNG
12 The display shows the first step in the routing table.
NEXT
Press CHNG if this is the step you want to change
or
press NEXT until you find the step you want to change and then
press CHNG.
xxxxxxx:
RETRY
13 Change the parameters for the step and press OK.
OK
xxxxxxx:
CHNG
14 The display shows the new parameters for the step.
Press NEXT to view or change the next step
or
NEXT
press ® to end the session.
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Chapter 10 Routing table administration 147
Erasing a Routing Table
Log:
QUIT
1
Press ≤·°‹.
Enter the Call Center Administrator mailbox number and
RETRY
OK
password, and then press OK.
Admin
MBOX
2
3
4
5
Press OTHR.
Press CC.
AA
OTHR
CC
Admin
GLIST
CCR
CC Admin
AGENT SKILL OTHR
Press SKILL.
Skillset:
RETRY
Enter the number of the skillset you want to delete a routing table
from and press OK.
QUIT
OK
NEXT
NEXT
Status: xxxxxx
CHNG
6
If the skillset is enabled, press CHNG to disable it.
Press NEXT.
Skill mbox pswd
RESET
7
8
9
Press NEXT to continue.
Press OTHR.
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
Press ROUTE.
Route Table
10 Press DAY or NIGHT.
DAY
NIGHT QUIT
In this example, Day is shown.
Day routing
11 Press ERASE.
VIEW
ERASE INS
Erase table?
YES
12 Press YES.
QUIT
Table erased
13 This display appears briefly.
Day routing
SETUP
14 Press SETUP if you want to create a new routing table
QUIT
or
press ® to end the session.
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148 Chapter 10 Routing table administration
Setting the Service Modes for skillsets
You must set the Service Mode the skillset uses so that calls are answered correctly. You must set
the Service Mode using ≤·°¤ before calls are answered correctly.
Before you set the Service Mode you must:
•
•
configure a skillset
set up at least a Day Routing Table for the skillset
The default Call Center Service Mode is 24 hour operation. You can change the hours of operation
using the Operator Feature Code (≤·°¤). There are six possible Service Modes:
The skillset uses the Automatic Service Mode. You must configure both the Day and Night
Routing Tables before you can assign the Automatic Service Mode to the skillset.
Auto
Day
The skillset uses the Manual Service mode and the Day Routing Table.
You must configure the Day Routing Table before you can assign the Manual Service Mode
and the Day Routing Table.
The skillset uses the Manual Service mode and the Night Routing Table.
You must configure the Night Routing Table before you can assign the Manual Service Mode
and the Night Routing Table.
Night
The skillset uses the Day Routing Table only.
You must configure the Day Routing Table for 24 hour operation to use this Service Mode.
24 Hour
Uninit
The skillset is not configured.
You must configure the skillset before you can assign the Service Mode.
You have only partially configured the skillset. You cannot enable this skillset.
Invalid
Note: If you originally configure the skillset with a Day Routing Table only and
enable the skillset, Call Center will recognize the Service Mode as Day. Afterwards,
if you add a Night Routing Table, Call Center still recognizes the Service Mode as
Day. You must set the Service Mode to Auto to get Call Center to function in the
Auto Service Mode.
To set the Service Mode for a skillset
Pswd:
RETRY
1
Press ≤·°¤.
Enter the default Operator password fl‡‹‡¤°fl‡,
OK
(Operator) and press OK
or
if you changed the default Operator password, enter the new
password and press OK.
Choose option
OPER
2
3
Press MODE.
MODE
CC Service
This display appears briefly.
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Chapter 10 Routing table administration 149
Mode 1: Auto
CHNG VIEW
4
5
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.
NEXT
Mode 2: Day
CHNG
The display shows the Service Mode for skillset 2.
In this example, skillset 2 is in Day mode.
NEXT
Press CHNG if you want to change the Service Mode to Auto or
Night
or
press VIEW if you want to view the details for the Service Mode
or
press NEXT.
6
Press ® to end the session.
Note: Remember to manually choose the Day Routing Table or the Automatic Service
Mode when your business returns to regular hours.
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151
Chapter 11
Monitoring call activity
There are two ways that you and supervisors can monitor call activity at your call center:
•
•
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.
NOTE: To use ≤·‚fi, we recommend you program it to a memory button and press
the ≤·‚fi memory button to monitor agent calls.
For more information on monitoring agents, refer to the Call Center Supervisor Guide.
Monitoring agent calls with Silent Monitor
When you monitor calls as a Silent Monitor, you are not detected by the agent or callers. You
monitor all of the calls on an agent's telephone, rather than on a call-by-call basis. When the
current call is completed, the monitoring session of the agent continues. You do not have to
reestablish the monitoring session. You must be logged on before you can monitor calls.
Note: While you monitor an agent’s calls you monitor all of their calls, including their
personal calls. Tell agents that if they make a call that they do not want monitored, they
must first log off as an agent, then log on again when they complete the call.
We recommend you program a memory button with ≤·‚fi, and then press the
≤·‚fi memory button to monitor calls. If the memory button you choose has an indicator,
the indicator shows your log on status. You do not have Call Center calls sent to you while you use
≤·‚fi.
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Setting up Silent Monitor on your system
For monitoring to be silent, you must set up Silent Monitor on your system. If you do are not
familiar with these procedures, ask your system administrator to set up Silent Monitor.
Note: If the Silent Monitor setting is set to non-silent there is a conference tone at the
start of calls that you monitor, therefore monitoring isn't silent.
Note: In the UK the default for Silent Monitor is non-silent. In North America the default
is silent.
To set up Silent Monitor
For monitoring to be silent, you must set up Silent Monitor on your CallPilot system through
telephone administration. If you do not have access to telephone administration, ask your system
administrator to set up Silent Monitor.
1
Under Featr settings press ≠.
The display shows Backgrnd Music: N.
2
3
4
Press ‘ until the display shows Silent Monitor:Y.
Press CHANGE to select Y or N.
Press ® to exit, or ‘ to continue programming.
Refer to the MICS ICS 7.0 System Coordinator Guide for information about using the Silent
Monitor on CallPilot 100/150. If you use a CallPilot system, Silent Monitor is available only if you
use a MICS 7.0 KSU system or later.
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Using Silent Monitor with Answer DN
If you have an Answer DN programmed for your main telephone, and you are using Silent
Monitor from your main telephone, the telephone that you have programmed as your Answer DN
telephone rings briefly when:
•
•
•
you monitor an agent who is not on a call, and the agent answers or places a call
you start to monitor an agent who is on an active call
you monitor an agent who puts a call on hold and answers another call or unholds the original
call.
Monitoring tips
•
•
•
•
•
More than one supervisor can log on to the same skillset.
An agent can be monitored by only one supervisor at a time.
While you are on a call, do not initiate a monitoring session.
You must use a two line display telephone.
Use a headset rather than handsfree when you monitor calls. This ensures call privacy and
reduces the office noise level. Check the documentation for your telephone to make sure that
you can use a headset with it.
Note: You cannot monitor an agent who is:
•
•
on a conference call
using an Answer DN
•
•
on an ISDN or Companion set
on any type of call if the maximum number of conference bridges (6) are being used
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Monitoring skillsets
Use ≤·‚· (Display Waiting Calls) to view information about skillsets and the calls
waiting in skillsets. The table below describes the information in each display.
Display
Description
Skill 1: Enabled
the skillset number and the status of the skillset.
The status can be Enabled, Disabled or Uninit (uninitialized).
1: 6 agents
1: 10 calls
1: wait 9:45
the skillset number and how many agents are currently logged on to the skillset
the skillset number and the number of calls waiting in the skillset
the skillset number and the longest time a call has been waiting in the skillset.
Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can ask
qualified agents to log on to the busy skillset.
To monitor skillsets
1
Press ≤·‚·.
The skillset display for skillset 1 appears.
On a one line display On a two line display telephone
To
telephone press
press
⁄
⁄ or GOTO
enter the number of the skillset you want to
monitor
¤
‹ or fl
›
¤ or SKILL
‹ or fl or NEXT
› or PREV
£
go to the next skillset
monitor the next enabled skillset
go to the previous menu
go to the next menu
cancel the session
exit
£
•
•
®
®
Note: If at any time during a monitoring session you press a programmed memory key
your monitoring session ends. Do not press a memory key unless you want to end your
monitoring session.
Note: If you have the Call Center Reporting option enabled, you can monitor and record
call activity from a computer that is running Call Center Reporting. You need a software
authorization code to use Call Center Reporting. Contact your vendor if you are
interested in purchasing or trialing Call Center Reporting.
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Chapter 11 Monitoring call activity 155
An example of monitoring skillsets
In the example shown here, there are calls waiting in skillset 1. In this situation, after you monitor
the skillsets, you can ask any qualified and available agents from another skillset to log on to
skillset 1 until the calls in skillset 1 are handled.
1
2
Press ≤·‚·.
Skill 1: Enabled
GOTO SKILL NEXT
Press NEXT to monitor skillset 1.
In this example, skillset 1 is enabled and appears on the display
first. If skillset 1 is not enabled, press NEXT to go to skillset 2.
To monitor the next skillset, press SKILL at any time.
To monitor another skillset, press GOTO and enter the skillset
number.
1: 7 agents
GOTO SKILL NEXT
3
4
The display shows the number of agents logged on to skillset 1.
Press NEXT.
1: 2 calls
GOTO SKILL NEXT
The display shows the calls that are currently waiting to be
answered by agents in skillset 1.
Press NEXT.
1: wait 4:00
GOTO SKILL NEXT
5
6
The display shows that the call waiting the longest in skillset 1
has been waiting for four minutes.
Press ® to end the session
or
press GOTO to monitor another skillset and enter the skillset
number
or
press NEXT to monitor skillset 2.
To monitor calls using a one or two line telephone
You can monitor calls using a one line telephone. While you are using ≤·‚·, on a one
line or a two line telephone you can:
•
•
•
•
•
•
press ⁄ for GOTO to enter the number of the skillset you want to monitor
press ¤ for NEXT
press ‹ or fl for SKILL to monitor the next enabled skillset
press › for PREV to go to previous menu
press £ to go to the next menu
press • to cancel the session
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Using a memory button to monitor calls waiting in skillsets
Program a memory button with ≤·‚· to view the status of all skillsets, including the
skillsets that you are logged on to. If the memory button you choose has an indicator, the indicator
shows information for the calls for the skillset that you are logged on to. For how to program an
•
•
•
If the indicator is off, all of the calls are within the acceptable wait time.
If the indicator is flashing slowly, at least one call has exceeded the first alert time.
If the indicator is flashing quickly, at least one call in the skillset has exceeded the second alert
time.
For information on setting what the wait times are refer to “Setting Call Center general properties”
For information on Primary and Secondary alert times, refer to “Primary and Secondary alert
Taking some Not Ready time
If you use ≤·‚° (Not Ready), you do not receive Call Center calls. You can program a
Break Time, which makes Call Center automatically wait a short time before it routes the next call
to you. You use Break Time to complete any tasks, such as paperwork, required by the last call. If
you need some extra time, use Not Ready to prevent Call Center from routing another call to you.
Do not use the Do Not Disturb feature. You can use Not Ready while a call is ringing on your
telephone. The call that is ringing on your telephone goes back to the skillset. You can program a
memory button with an indicator instead of pressing ≤·‚°.
For how to program a memory button, refer to “Programming a memory button with a Feature
Note: While you use Not Ready, you still receive non-Call Center, intercom and
transferred calls.
Using Not Ready
1
Press ≤·‚°. Make Not Ready appears on the display.
If you press ≤·‚° and Break canceled appears on the display, you canceled the
Break Time that the Call Center Administrator programmed for you. You must press
≤·‚° again to activate the Not Ready feature.
If you press ≤·‚° and Agent active appears, the Not Ready feature was on and you
canceled it. Press ≤·‚° again to activate Not Ready.
2
When you are ready to take calls again, cancel the Not Ready feature by pressing
≤·‚°.
If Not ready appears, press ≤·‚° again.
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Chapter 11 Monitoring call activity 157
Not Ready is automatically enabled if you do not answer your telephone, and if this option is
configured in Call Center.
Programming Not Ready to a memory button
You can have convenient, one button access to Not Ready if you program a memory button with
the Not Ready Feature Code. If the memory button you choose has an indicator, the indicator
shows your busy status:
•
•
•
If the indicator is off, Not Ready is off.
If the indicator is on, Not Ready is on.
If the indicator is flashing, the Break Time feature is on.
For how to program a memory button, refer to “Programming a memory button with a Feature
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Logging off
Log off when you complete your shift or will be away from your telephone for an extended period.
1
2
3
4
5
Press ≤·‚›.
Enter your Agent ID and press OK or £.
Enter your password and press OK or £.
Press OUT. If OUT does not appear, you are not logged on to any skillsets.
Press CHNG until the skillset you want to log off from appears on the display. If you are logged
on to only one skillset, that skillset is automatically selected.
6
7
8
Press OK.
You are logged off from the skillset number displayed, or from all skillsets if ALL is displayed.
Press ®.
Changing your password
Keep your password confidential. Change your password regularly, about every 30 days.
1
2
3
Press ≤·‚›.
Enter your Agent or Supervisor ID number and press OK.
Enter your password and press OK.
The default password you enter to log on for the first time, or if your password is reset, is
0000. If you use the default password you must change your password.
4
5
6
7
Press ADMIN.
Enter a new password from four to eight digits long and press OK.
Enter your new password again and press OK.
Press ®.
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Chapter 11 Monitoring call activity 159
Supervisor Help
With Supervisor Help an agent on a call can request help from a supervisor by pressing a
programmed feature button. The agent can send an urgent request for help without interrupting the
call, and without the caller being aware of the agent’s help request.
Supervisor Help is for situations where an agent is on a call and urgently requires the help of a
supervisor without alerting the caller that a supervisor is being called in. It is not intended for
routine consultations or when the agent is not on a Call Center call.
A supervisor who receives a help request can accept, deny, or ignore it. A request that is denied or
ignored is escalated, and a larger group of supervisors is notified of the request. A supervisor can
choose to escalate a request so that it is broadcast to other supervisors who may be better able to
handle the request. If a supervisor receives a request while they are not at their set, their
≤·‚fl indicator flashes slowly to inform them of the missed request.
If a help request is escalated to a supervisor, their ≤·‚fl indicator flashes quickly to
inform them of the request. If the call for an escalated help request is still active, the supervisor can
accept the request by pressing the ≤·‚flfeature key. They do not have to be monitoring
agents at the time, but can be answering Call Center calls.
Note: Supervisors who use Make Busy ≤·‚° are still available for help
requests.
When a supervisor accepts an agent’s request for help, a Silent Monitor session starts and the
supervisor begins monitoring the agent’s call. The agent who requested help is informed when the
monitoring session begins. If the supervisor is already monitoring the call of the agent who
requests help, the supervisor is considered to have accepted the request for help.
How Supervisor Help works
To use Supervisor Help supervisors must have a memory button programmed with the Supervisor
Help feature code ≤·‚fl. The programmed key must have an LCD indicator. The memory
button can have a distinct bright color so it can easily be distinguished from the other buttons. For
how to program a memory button refer to “Programming a memory button with a Feature Code”
When a supervisor is selected to answer an agent’s help request, the supervisor’s telephone rings
once with a distinctive tone, and the Supervisor Help LCD indicator lights up and a message
appears on the supervisor’s display to accept or deny the call.
As soon as the supervisor accepts the request, Call Center starts a Silent Monitor session between
the supervisor and the agent.
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If the supervisor denies or ignores a help request, the request is escalated. The ≤·‚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.
An escalated request goes to supervisors as follows:
No supervisors are available
the request escalates to all potential supervisors. If escalation is system
wide, a potential supervisor is any logged on supervisor. If escalation is
skillset based, a potential supervisor is one who is logged onto the
requesting agent’s skillsets.
The request is denied by the
selected supervisor
the request escalates to all potential supervisors except for the selected
supervisor, unless the selected supervisor is the only potential
supervisor.
The request is ignored
the request escalates to all potential supervisors.
Agents can request Supervisor Help only if they are on an active Call Center call. They cannot use
Supervisor Help if they are not logged in, not ready, idle, have a call on hold, or are on a non-Call
Center call. An agent can cancel Supervisor Help at any time before a supervisor answers the
request.
When an agent requests Supervisor Help, Call Center looks for a single suitable supervisor to
handle the request. If no supervisor is available, or the selected supervisor denies or ignores the
request, the request is escalated. You set up supervisor selection to be either system wide or
skillset based. System wide selection looks for all the available supervisors. Skillset based
selection looks for only the supervisors who are assigned to the skillsets the agent is logged on to.
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Configuring Supervisor Help
To set up Supervisor Help you must configure the general Call Center properties for request
timeout and supervisor selection method.
For information about
Refer to
Supervisor Help settings
How to handle Supervisor help requests
Supervisors can program the Supervise feature (F906) onto a memory button of their telephone.
1
2
Launch Supervisor Help by pressing ≤·‚fl or the F906
memory button on your telephone.
Help xx?
INFO
The display shows the ID of the agent who is requesting help.
Press YES to accept the agent request for help
YES
NO
or
press NO to escalate the request
or
press INFO to view the agent name, time and date of the request,
caller ID and caller name of the agent’s call.
Help xx:
INFO CANCL JOIN
3
4
The display shows the ID of the agent you are helping.
While you monitor the agent, you can press the INFO key to view
the time and date of the request, caller ID and caller name of the
agent’s call.
You can press the JOIN softkey or the MUTE button on your
telephone to join in the call.
NOTE: Depending on what system you use, the Join and Mute
softkeys may not appear.
When the help session is complete, press ® to end the session.
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How to handle missed requests
When a supervisor’s Supervisor Help LCD indicator is flashing, the supervisor can retrieve
escalated or missed Supervisor Help requests.
If there are one or more requests, Call Center shows all of the requests. Escalated requests for calls
that are still active are shown first, from the oldest to most recent. After that, missed requests are
shown from the oldest to the most recent.
A supervisor can accept the call by pressing the YES softkey. After the supervisor accepts the
request, the request no longer appears to other supervisors who are retrieving help requests. Their
displays show the next escalated request, or the first missed request if there are no more escalated
requests, or “No help requests” if there are no more missed requests.
For a missed request, the prompt “xx:aname asked” appears, and the supervisor can retrieve
information about the call by pressing the INFO softkey, or can move to the next request by
pressing the NEXT softkey.
An example of retrieving an escalated request
The supervisor launches the Supervisor Help feature by pressing the Supervisor Help (F906)
feature key.
1
2
Launch the Supervisor Help feature by pressing ≤·‚flor
the F906 memory button on your telephone.
Help xx?
INFO
The display shows the ID and name of the agent requesting help.
Press YES to accept the help request
or
YES
NO
press INFO to see more information about the request
or
press NO to deny the request. This escalates the request, and the
display shows the next help request, if there is one.
3
When the help session is complete, press ® to end the session.
For a missed request, the prompt “aa asked help” appears”.
After a missed request is viewed by a supervisor, it is not shown to any other supervisor.
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163
Chapter 12
Tips for operating Call Center
This chapter has tips on improving the operation of Call Center.
Agent administration
•
Agents can log on to any telephone on the system.
•
Call Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an
abandoned agent set. If an agent does not answer a call within a specified number of rings, the
call returns to the skillset to be presented to another agent, and the telephone is placed into
Auto Busy Mode by Call Center. The agent must manually cancel Auto Busy Mode to resume
accepting calls.
Skillset administration
•
If a call comes in on a line that belongs to a skillset with no available agents, the call is not
answered until either the Delay Answer Time elapses or an agent becomes available for the
call.
During the Delay Answer period when the caller hears ringback, the line the call comes in on
still rings on the sets configured to answer this line.
If your call center has long Delay Answer Times (longer than about 10 seconds), in your
greeting specify to callers that their call is being tracked by Call Center. Otherwise, it is
possible for callers not to understand the long ringback delay and hang up.
Call Center greetings
•
Record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20
seconds, waiting callers must wait longer before they hear a greeting. The longest recorded
greeting for a skillset affects the frequency with which callers hear greetings. If your greeting
length times vary a lot, there is a very large variance in how often callers hear greetings.
Therefore it is best to keep greetings similar lengths if possible, about 20 seconds each.
•
Ensure that when you record a greeting that transfers callers to a skillset mailbox you include
in the greeting: “To leave a message in the mailbox press ·” (or the keypad button you
designate for the skillset mailbox).
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Routing Table administration
•
Use Forced Play greetings sparingly. If you use Forced greetings, keep them as short as
possible. Many long Forced Play greetings slows transferring calls to agents and causes
unpredictable increases in distribution times. Calls in other skillsets are not affected.
•
When a Forced Play greeting plays for the highest priority call in a skillset, the other lower
priority calls in the skillset have to wait even if agents become available during this time. For
example, the longest waiting call, which is the highest priority call, gets routed to a Forced
Play greeting. Agents become available during the time that the highest priority call is played a
Forced Play greeting. The result is that no calls in this skillset are routed to an agent until the
Forced Play greeting is finished playing to the highest priority call. This guarantees that the
highest priority call is answered before lower priority calls in the skillset.
•
Ensure that an Intelligent Caller Input Routing, Basic transfers calls to a skillset mailbox if you
want callers to be able to press · to leave a message in a skillset mailbox. Remember to
mention in the greeting to press · to leave a message in a mailbox.
•
•
Program Intelligent Caller Input Routing, Basic to transfer calls to a skillset mailbox for
Non-business hours greetings so that you do not miss any messages.
If a Goto step follows a greeting, make a Distribution step the target for the Goto step. If you
make the Goto target step after a Greeting step another Greeting step, callers hear two
greetings in a row.
Call Center general parameters
•
Do not assign all the available voice channels as reserved channels. Otherwise, there will be no
channels available for voicemail.
•
A reserved or voice channel is used when:
— a Call Center greeting is played to a caller
— Off-premise Message Notification notifies you of a message in a skillset mailbox
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Chapter 12 Tips for operating Call Center 165
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 normally handle
— In a call center where external calls are not transferred or forwarded to Call Center, the
maximum number of calls is the same as the number of lines programmed to be answered
by Call Center
— In a call center where external calls are frequently transferred or forwarded to Call Center,
the maximum number of calls is the total number of lines on the system.
For information on how calls transfer to a skillset, refer to “How incoming calls are sent to
•
•
voice channels is the estimated number of voice channels available to Call Center
— The minimum number of voice channels available is equal to the number of reserved
channels you set up in General call center parameters. Additional channels that are not
used by CallPilot can also be used. For example, even though you assign two reserved
channels when you set up the General Call Center parameters, Call Center can use
additional voice channels if and when they are available.
maximum greeting length is the duration of the longest greeting of a skillset in seconds
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Tips to improve the efficiency of Call Center
Plan for busy times:
•
when you assign agents to the skillsets, assign as many qualified agents as possible to answer
calls for the skillsets
•
have more agents log on to a skillset when it gets busy
Plan for slow times:
•
for example, if agents are logged on to skillset 1 only, ensure that incoming calls to skillset 2
overflow to skillset 1. When you set up skillset parameters for skillset 2, assign a time to the
Overflow parameter. Then callers can still speak to an agent.
•
When no agents are logged on to any skillset, ensure that the Call Center greetings you use for
the Routing Table have Transfers set up. If a Call Center greeting transfers to a skillset
mailbox, callers can press · to leave a message in the skillset mailbox. Ensure that the
greeting includes that callers can press · to leave a message in a mailbox. · is the default
keypad button callers can press to transfer to the skillset mailbox. You can select a different
number.
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167
Chapter 13
Troubleshooting Call Center
This chapter contains troubleshooting information for problems that can occur while setting up and
operating Call Center.
Resetting passwords
You can reset passwords if they are lost or forgotten.
To reset
refer to
the Operator password
the Call Center Administrator password
a skillset mailbox password
an agent password
Resetting the Operator password
You can reset the Operator (≤·°¤) password if it is lost or forgotten.
≤·°¤ is used by the receptionist, Operator and Call Center Administrator.
If you reset the Operator password it is reset to fl‡‹‡¤°fl‡ (Operator).
To reset the Operator password
1
Press ≤·°fi.
Set xxx
2
Press ‡.
NEXT
OK
In this example, xxx represents the CDN for skillset 1.
Pswd
RETRY
3
Enter ‡‹‡‹°fl‡‹‡‡‡·‹
(Resetoperpswd) and press OK.
Reset pswd?
YES
4
5
Press YES.
NO
Exit
The session ends.
The Operator password is now reset to fl‡‹‡¤°fl‡
(Operator.)
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Agent problems
Agent log on problems
If an agent cannot log on at their telephone:
•
•
•
ensure the agent ID and password match
check to see if the agent is already logged on to a different telephone
check to see if a different agent is logged on to this telephone
Important considerations about how agents use features
Call Transfer
Agents can use Transfer to transfer a call to another agent, another person such as a subject matter
expert, or send the call back to a skillset.
•
•
•
If the agent wants to send the call to a specific agent or another person, the agent can enter the
Transfer Feature Code (≤‡‚) and enter the extension number.
If the agent wants to send the call to a skillset, the agent can enter the Transfer Feature Code
(≤‡‚) and enter the CDN of a skillset to send the call to a skillset.
If you are monitoring an agent and they transfer a call, you do not continue to hear the call.
Agents who want to transfer a call to a mailbox should use ≤·°fl.
Multimedia Call Center agents do not receive Call Center voice calls, but other Call Center agents
can transfer voice calls to Multimedia Call Center agents.
Call Forward
Advise agents not to use Call Forward. An agent who uses Call Forward is automatically logged
out or made auto busy, depending on their agent settings, after the number of rings for transfer
callback elapses. Agents can use Call Forward to the voicemail DN.
Answer DN
If you are doing silent or muted monitoring, the only way agents should use Answer DN is if they
program their portable set to be the Answer DN for their main telephone. This is because you will
not be able to monitor calls that agents answer on their Answer DN. You can only monitor calls
that agents answer from the set they are logged on to. For more information about using Answer
DNs with Call Center, refer to the Norstar System Coordinator Guide.
If an agent uses their Answer DN telephone to answer a call that is transferred to them, Call Center
does not recognize the agent as being busy, and still sends calls to the agent’s main set.
Agents who log on from a regular telephone and answer Call Center calls using an answer DN key
from a portable telephone cannot use Supervisor Help.
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Chapter 13 Troubleshooting Call Center 169
Do Not Disturb
Instead of using Do Not Disturb, agents must use the Not Ready Feature Code (≤·‚°).
If agents use Do Not Disturb they are automatically logged out or made not ready after the first
call.
Call Forward No Answer
When an agent’s phone is on Call Forward No Answer to the voicemail extension, the number of
rings for Call Forward No Answer must be less than the number of rings for Transfer Callback
Timeout. If a call is forwarded by CFNA to another agent and is answered by that agent, the
original agent who has CFNA setting is made Not Ready or logged out instead of staying idle.
Preventing calls from ringing at an agent’s set
To prevent agents who are on a Call Center call from having a second internal call ring on their
phone, set the Call Forward on Busy feature for your set to the voicemail DN.
For information on programming any of these settings, refer to the Norstar System Coordinator
Guide if you use another system.
Hunt groups
Do not program an agent telephone to be a member of a Hunt Group.
Automatic Answer
How Automatic Answer works depends on what type of telephones your call center uses:
•
•
Norstar telephones: If you use a headset, calls ring at the telephone and the headset, but calls
go to the headset.
Business Series Terminals: If you connect the headset before you connect the telephone
cable to the phone jack, calls goes to the handsfree speaker. If you plug in the telephone before
you connect the headset, calls go to the headset as long as you have initialized the headset by
pressing the headset button and then the release button. Calls always ring at the set. Every time
you reconnect the headset you must initialize the headset. Calls always ring at the set.
•
T7316e: This type of telephone is safe to use for Automatic Answer.
Silent Monitor
If agents answer calls using features like Answer DN or Call Pickup on a set they are not logged
onto, you cannot monitor these calls. You can do monitoring for wireless sets (including
Companion, KIRK and DECT sets), only if the agent logs onto the set.
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170 Chapter 13 Troubleshooting Call Center
Skillset problems
Problems changing skillset properties
If you cannot change a skillset’s properties, there are two possible reasons:
•
The call center skillset is enabled.
You must disable the call center skillset before you can change the skillset properties.
•
The skillset mailbox has the wrong extension number.
extension number. The extension number of the skillset mailbox must be the same as the
Control DN of the skillset. If the skillset mailbox has the wrong extension, you cannot change
the properties for a skillset mailbox.
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171
Chapter 14
Call Center Programming Record
For this programming task
see
on page
Record the Feature Codes used by Call Center
Record the line information for lines answered by Call Center
Record the Operator and Business Status settings
Record the number of reserved channels and the Primary and
Secondary Alert times
Record agent ID, agent name, Priority, supervisor status and
skillset for each agent
Record Control DN, skillset name, MWI ext, Method, Break Time
and Delay Answer time limit
Record agents assigned to the skillsets
Record the skillset mailbox name, skillset mailbox number, MWI
extension and skillset mailbox password
Record the type of step and step parameters for Day and Night
Routing Tables
Record Line Answering details
Note: Make copies of these pages as required.
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172 Chapter 14 Call Center Programming Record
Feature Codes
Feature code name
Display Waiting Calls
Open Mailbox
Dialpad buttons
≤·‚·
≤·°⁄
≤·‚›
≤·‚fi
≤·‚°
Custom Feature Code
≤ · ____ ____
≤ · ____ ____
≤ · ____ ____
≤ · ____ ____
≤ · ____ ____
≤ · ____ ____
≤ · ____ ____
≤ · ____ ____
Log on/Log off
Supervise agents
Not Ready
Return to skillset on No Answer
Voicemail DN
≤·°fi
≤·°¤
Operator status
General Call Center parameters
Number of Reserved channels
Primary alert time limit in mm:ss
Secondary alert time limit in mm:ss
CLID Parameter
No CLID
Number Only
Name & Number
Supervisor Help request timeout value
Skillsets supervisors can receive help
requests from
Lines answered by Call Center
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Chapter 14 Call Center Programming Record 173
Operator/Business Status
Password OPERATOR (67372867)
Receptionist or Operator available*
Business open*
Y
Y
Y
N
N
N
Answer trunks
Receptionist or Operator extension
Call Center Service* Skillset Number ___ Auto
Manual
Day Night
Day Night
Skillset Number ___ Auto
Manual
* These settings are usually changed by the receptionist or Operator on a daily basis.
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Call Center skillsets
Skillset
Rules
Skillset #
parameter
Skillset name
Maximum 16 characters.
Default is SKILLn
Control DN (CDN) Extension cannot be used by
another telephone or peripheral
MWI extension
Method
Least Busy (default) or
Preferred
Break Time
Enter as mm:ss
Minimum: 00 min 00 sec
Maximum: 59 min, 59 sec
Default: 00:30
Delay answer
Enter as mm:ss
Minimum: 00 min 00 sec
Maximum: 10 min 00 sec
Default: 00:00
Attendant
extension
Language
Activity Codes
Prompted or Optional (default)
You must have Call Center
Reporting enabled.
Expected Wait
Time sample
2 - 256
Expected Wait
Time Increase
Allowed
Enabled (default)
or
Disabled
Initial Call
Duration
00:00:01 - 24:00:00.
Default is 00:03:00.
Service Mode
Auto, Day, Night, 24 Hour
(default)
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Chapter 14 Call Center Programming Record 175
Call Center agents
Agent Agent name
ID
Supervisor Name and # of
Auto
answer
(y or n)
Missedcall Priority
option
(Busy or
status
skillsets agent is
assigned to
(y or n)
Logout)
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181
Glossary
AA
See Automated Attendant.
Agent
An agent is a person who is assigned to answer calls for one or more skillsets in your call
center.
Agent ID
When you add an agent, Call Center assigns an agent ID number you use to identify the
agent. The agent uses their agent ID number and password to log on when they are ready
to receive calls.
Alert times
Alert times are time limits that you assign for calls waiting in skillsets. If a call exceeds the
Primary or the Secondary alert time limit, a programmed memory button indicator flashes.
A slow flash means that a call has exceeded the Primary alert time. A quick flash means
that a call has exceeded the Secondary alert time.
Attendant
The attendant is the person who you assign to answer an extension number. The attendant
can be a receptionist, operator or target attendant.
Automated Attendant (AA)
The Automated Attendant is an automatic answering service. AA answers incoming calls
with a Company Greeting and a menu of options. AA routes calls in response to a caller’s
dialpad selections. For a greater range of options and services for incoming calls, a
Custom Call Routing (CCR) menu can be assigned to play instead of the Automated
Attendant menu.
Automatic Answer
Automatic Answer is an agent parameter that force delivers calls to an agent. If Automatic
Answer is enabled, the agent hears a tone that indicates that a call is delivered. The agent
is automatically in the handsfree mode.
If Automatic Answer is not enabled, calls ring at the agent's telephone and the agent must
manually answer the calls.
Break Time
Break Time is a time period you set up for agents to complete paperwork or other tasks
after they finish a call. After an agent completes a call, no calls are routed to them for the
Break Time. The agent can extend or cancel the Break Time by using the Not Ready
Feature Code.
CCR
See Custom Call Routing.
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182 Glossary
CDN
See Control Directory Number.
Call Center
Call Center receives, holds and routes calls to agents in a call center.
call center
A call center is a department or a business that uses Nortel Networks Call Center to handle
numerous incoming calls. A call center typically employs several agents to answer calls.
Call Center Administrator
The Call Center Administrator sets up, and manages the day-to-day operation of a call
center. The Call Center Administrator monitors the overall performance of the call center
and balances the staffing according to call traffic demands.
Call Forward All Calls (CFAC)
This feature forwards all calls from a telephone to another extension number. For example,
all calls from a telephone can be forwarded to the CDN of a skillset.
Call Forward No Answer (CFNA)
This feature forwards unanswered calls from a telephone to another extension number. A
call is considered unanswered if no one answers the call before a specified number of
rings.
Call Forward On Busy (CFB)
This feature forwards all calls from a telephone to another extension if any of the lines
assigned to the telephone are busy.
Channel
A channel is the voice path that Call Center uses to play greetings to callers. A voice
channel is also the voice path used when anyone uses a Feature Code to access Call
Center.
Class of Service
The Class of Service defines the values for mailboxes.
Control Directory Number (CDN)
The Control Directory Number (Control DN or CDN) is the extension number of a Call
Center skillset. The CDN is the number used to transfer calls to a skillset. The CallPilot
installer is responsible for assigning a CDN to each skillset before the skillset can be
enabled.
Custom Call Routing (CCR)
CCR is a routing feature that you can program to present a customized menu of
single-digit choices to callers. CCR automatically answers lines and presents callers with
customized menus. With CCR, callers can listen to pre-recorded messages, leave a
message in a skillset mailbox or transfer to an extension. With CCR you can replace
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Glossary 183
Automated Attendant menus with a more sophisticated menu that offers callers a wider
range of options.
Delay Answer
Delay Answer is a feature that prevents Call Center from answering calls and playing
greetings when there are no agents available. When a skillset has Delay Answer activated,
waiting callers hear ringback.
When a call comes in on a line for a skillset that does not have any free agents, the call is
not answered until either the Delay Answer time elapses or an agent becomes available,
whichever comes first.
Display Waiting Calls
Display Waiting Calls is a Feature Code that you and agents can use to display waiting
calls and view real-time information about skillsets. The Display Waiting Calls/Skillset
Status Feature Code shows:
•
•
•
•
the skillset number and whether the skillset is enabled or disabled
number skillset of agents logged into the skillset
number of calls waiting
the longest wait time of a call
DN
DN is a Directory Number or an extension number.
Greeting Table
The Greeting Table determines which recorded greeting is played and which line is
answered according to the time of day.
Indicator
See memory button indicator.
Intelligent Caller Input Routing, Basic
Intelligent Caller Input Routing, Basic lets callers direct their calls to an Operator,
Automated Attendant, skillset mailbox, CCR Tree.
Intelligent CLID/DNIS Routing
CLID/DNIS Routing is the initial routing that Call Center calls encounter. The CLID/
DNIS Routing you set up lets Call Center route calls quickly based on their incoming line
number. Callers are routed to skillsets depending on who the caller calls, the line the call
comes in on, or where the caller is calling from.
Longest idle
Longest idle is a method of call distribution that routes calls to the agent who has been
available the longest. The other method of call distribution is Preferred.
MWI
See Message Waiting Indication.
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184 Glossary
Memory button indicator
Memory button indicators are the triangular-shaped LCD indicators on a telephone next to
the memory buttons. Memory button indicators can be used to monitor call activity and
view the Login/Logout status and the Not Ready status of agents.
Message Waiting Indication (MWI)
The Message Waiting Indication appears on a telephone display as Message for you when
there are new messages.
Message Waiting Indication extension (MWI extension or MWI DN)
For each skillset mailbox, you can assign a telephone as the designated MWI extension.
The Message Waiting Indication extension is an optional telephone number that indicates
when a skillset mailbox has messages waiting. The MWI extension that you assign shows
Message for you on the telephone display when there are new messages in the skillset
mailbox.
Method of Call Distribution
The method of call distribution determines which of several available agents to route the
call to. There are two methods of call distribution: Least Busy and Preferred. Least Busy
routes calls to an agent who has been available the longest. Preferred routes calls to the
agent with the highest priority (the best qualified agent).
Not Ready
Not Ready is a Feature Code that extends a Break Time if agents need additional time after
a call to do paperwork or other tasks.
Off-premise Message Notification
Off-premise Message Notification is a feature that notifies you at a destination number
when there are new or urgent messages in a skillset mailbox.
Priority
You assign a priority to each agent according to their qualifications. An agent can have a
priority from 1 to 20. 1 is the highest priority. You can assign this priority to your most
experienced agents.
Primary alert time
The Primary alert time is the first time limit that you assign for calls waiting in skillsets.
If a call exceeds the Primary alert time limit, you are given a visual warning on
programmed memory button indicators. The other alert time is Secondary alert time.
Make Not Ready (Return to Skillset)
Make Not Ready (Return to Skillset) is a property that controls how a call is treated if an
agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as
it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent
out of their skillset if they do not answer a call.
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Glossary 185
Real time
Real time is a term for when there is very little response time between when an event
occurs and when the information about the event is displayed. You can monitor the real
time or current situation of agents and call activity by using the Display Waiting Calls
Feature Code.
Reserved channel
Reserved channels are voice channels reserved exclusively for Call Center. Reserved
channels are used to play greetings to callers waiting in a skillset. These channels ensure
that CallPilot does not use all the voice channels. See also voice channel.
Routing Table
Routing Tables handle incoming calls for each skillset. A Routing Table determines the
order of greetings and hold times for callers while they wait to be routed to an available
agent.
Skillset
Skillsets collect and distribute calls for departments such as “sales” and “technical
support”. If several calls arrive at the same time, the calls are held in a skillset where
callers hear greetings and are put on hold until an agent is available.
Skillset mailbox
A skillset mailbox stores messages left by callers. The calls can be retrieved by designated
agents.
Skillset name
The skillset name is a maximum of 16 characters. A skillset name is the same as the
skillset mailbox name.
Subscriber
A subscriber is a mailbox owner.
Supervisor
A supervisor is an agent with supervisor status. A supervisor has additional capabilities,
such as the ability to monitor calls between agents and callers.
Supervisor monitor
Supervisor monitor is a feature supervisors can use to monitor or participate in calls
between agents and callers.
Voice channel
A voice channel is the voice path that Call Center uses to play greetings to callers.
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187
Index
Numerics
A
Agent
Agents
Changing
Channels
B
Button
Character limit
for Off-premise Message Notification
C
Call
Call Center
Call Center Administrator
Call Center Features
D
Deleting
Destination number
Destination pager number
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188 Index
Greetings, call center
Destination, Off-premiseMessageNotificationnumbers
Determining
Greetings, skillset mailbox
H
Hours
Display telephone
I
E
Indicators
F
L
Lines
M
Mailbox
Mailbox interface
Memory button
G
Message Waiting Indication
Greeting step
Greetings
Messages
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Index 189
destination number
destination pager number and message
setting up
playing
Off-premise Message Notification parameters
Opening the Skillset Mailbox
Opening your mailbox
Operator
P
Parameters
Monitoring
Password
N
Name
Preventing calls from ringing at an agent’s telephone
Number
R
O
Replying
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190 Index
Resetting
Skillset mailbox
Routing
Routing Table
Routing Table steps
Routing Tables
Skillset mailboxes
Skillset parameters
S
Service Modes
Skillsets
Setting up
Off-premise Message Notification
Supervisor
Skillset
Supervisors
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Index 191
T
Telephone
Time
Tips
Transfer Allowed
Troubleshooting
cannot change the Call Center Skillset Parameters
Two line display
V
Voice ports
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