Part No. P0605665 03
23 March 2004
Nortel Networks Call Center
Set Up and Operation Guide
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3
Contents
Professional and Basic Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Using CallPilot call routing with Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
A comparison of Basic and Professional Call Center . . . . . . . . . . . . . . . . . . . . . . . . . 15
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Using CallPilot Manager to set up Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Enabling Software Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
About the CallPilot Manager interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Call Center password access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Setting up Call Center from a two line display telephone . . . . . . . . . . . . . . . . . . . . . . 25
System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 30
Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Setting up Call Center agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Adding an agent or a supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Adding more than one agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Changing agent information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Resetting an agent’s password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Deleting an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
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Contents
Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Setting up or changing a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Setting up CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
CLID/DNIS Routing Table properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Changing a CLID/DNIS Route . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Dynamic Agent Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Changing an agent’s priority in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Viewing agents in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 70
Deleting a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Checking skillset mailboxes for messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Playing skillset mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Replying to an external caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
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Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . 106
About Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Examples of Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Recording a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Importing a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Exporting a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Setting up Intelligent Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Assigning Intelligent Overflow Routing to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Moving an Intelligent Overflow rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Modifying an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Deleting an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Setting up Routing Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
About Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
How to set up EWT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Recording EWT greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Examples of EWT greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Setting up an EWT Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Deleting an EWT Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Changing an EWT Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
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Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Assigning Routing Table hours of operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Setting the Service Mode for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Changing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Modifying Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Deleting Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Creating Caller Input Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Creating a Caller Input Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Using wildcard characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Changing a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Changing the rule length for a Caller Input Table . . . . . . . . . . . . . . . . . . . . . . . . 162
Changing a Caller Input Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Deleting a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Clearing a Caller Input Rule Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Configuring several lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Assigning the Call Center language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Call Center Reporting properties Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Supervisor Help Request Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Selection Method (Supervisor Help From) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Enable Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Setting up general Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
System Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Monitoring Call Center call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Setting up Silent Monitor on your system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
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Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
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Monitoring tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Logging on and monitoring agent calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
About monitoring sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
To monitor skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
An example of monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Taking some Not Ready time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Changing your supervisor password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
How Supervisor Help works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Configuring Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
What Activity Codes are . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Examples of Autopeg calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
System Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
System Activity Codes that Call Center records . . . . . . . . . . . . . . . . . . . . . . . . . 197
Examples of System Activity Code calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Examples of Prompted and Optional Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
How Activity Codes interact with system features . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Creating Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Changing an Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Deleting an Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Importing Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Assigning Activity Code settings to agents and skillsets . . . . . . . . . . . . . . . . . . . . . . 208
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Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Using B1 and B2 DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Professional Call Center with Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
General Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Expected Wait Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Skillset 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Skillset 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Skillset 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Skillset 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Multimedia Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
General properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Skillset 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
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9
Call processing problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Call Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Call Center Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Skillset assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Intelligent CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
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11
Chapter 1
About Nortel Networks Call Center
This guide leads a Call Center Administrator or a System Administrator through setting up and
operating Call Center, and is an ongoing reference.
Call Center is an application that handles incoming calls as efficiently and economically as
possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely
matches the needs of the caller. 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 or informative messages.
You set up and operate Call Center through CallPilot Manager, the web-based interface, and from
a telephone. If you use the CallPilot 100/150 system you can set up and administer some Call
Center functionality from a two line display telephone.
Professional and Basic Call Center
Basic Call Center and Professional Call Center are available. The table “A comparison of Basic
and Professional Call Center” on page 15 shows the differences between them. You can use Basic
Call Center on a CallPilot 100/150 system. You can use Basic or Professional Call Center on a
Business Communications Manager system.
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12 Chapter 1 About Nortel Networks Call Center
Call Center features
Call Center has many features that give your call center advanced and flexible call handling.
Intelligent Routing gives you advanced methods for routing calls through
your call center. How calls are directed is based on various input
conditions.
Intelligent Routing
Intelligent CLID/DNIS Routing:
•
is the ability to route calls according to CLID/ANI, DNIS, ISDN Calling
Number
•
•
is applied when calls first enter the Call Center
is available if you use Professional Call Center
Intelligent Caller Input Routing, Basic:
•
is the ability to route calls to the Auto Attendant, a Custom Call Routing
(CCR) Tree, the operator or a skillset mailbox
•
routing is applied when the caller presses a telephone button in
response to instructions played in a greeting
Intelligent Caller Input Routing, Advanced:
•
includes the Basic capabilities plus the ability to create rules that route
calls to other skillsets and locations depending on the caller input
•
•
is available if you use Professional Call Center
lets you change the priority of the call
Intelligent Overflow Routing:
•
routes calls to an extension, a mailbox, an external phone number, the
Auto Attendant, a skillset mailbox or a CCR Tree
•
lets you change the priority of the call
You can assign these routing steps to Day and Night Routing Tables,
Overflow and Advanced Call Input Routing:
Flexible routing steps
•
•
•
•
•
•
•
•
transfer to a mailbox
transfer to an extension
transfer to an external telephone number
transfer to the Auto Attendant
transfer to an operator
transfer to a skillset mailbox
transfer to a CCR Tree
move to another skillset using Advanced Call Input Routing
You can assign agents a priority that represents their level of expertise.
You can assign an agent a priority between 1 and 20, where 1 is the
highest priority.
Agent priority and
dynamic agent priority
If you use Call Center Professional you can assign agents different priority
levels depending on the skillset they are logged on to.
You can assign agents forced calls, or let agents answer calls manually.
Choice of call presentations
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Chapter 1 About Nortel Networks Call Center 13
You can have the priority of a call changed in the Intelligent CLID/DNIS
Routing table, the Intelligent Caller Input Routing Table and the Intelligent
Overflow Routing table.
Dynamic call priority
With call priority, all calls that have a higher priority are handled before
lower priority calls, no matter how long the lower priority calls are waiting.
For an example of using Intelligent Overflow Routing to control call priority,
You or the System Administrator can create a password to give a
supervisor access to Call Center administration.
Delegated access to Call
Center
If you have Multimedia Call Center enabled, agents can have multimedia
sessions with callers. Callers click an HTML link to connect to the call
center.s
Multimedia Call Center
CallPilot Manager is a web-based interface you can use to administer
CallPilot and Call Center.
CallPilot Manager
Call monitoring
Agents can monitor the call activity in the skillsets they are logged on to.
You and supervisors can monitor the call activity per skillset or on a system
wide basis.
You can generate the System Configuration report to view Call Center
settings.
Call Center Reporting
If you have Call Center Reporting enabled, you can view real time statistics
and comprehensive management information about the day-to-day
performance of your call center.
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14 Chapter 1 About Nortel Networks Call Center
Using CallPilot call routing with Call Center
CallPilot is a versatile business communications tool that you can use to:
•
•
•
answer incoming calls
offer callers a selection of options to route their calls or access information
provide advanced voicemail, Auto Attendant and call handling capabilities
CallPilot has two powerful call routing features: Auto Attendant (AA) and Custom Call Routing
(CCR). These features route incoming calls to telephones and voice mailboxes. You can also use
these features to route calls to Call Center skillsets.
Auto Attendant
The Auto Attendant answers incoming calls and presents callers with a greeting. After the
greeting, the Auto Attendant Menu offers callers a range of options that they can select using the
dialpad of their telephone. Using these options, callers can transfer themselves from the Auto
Attendant to a skillset by entering the Control DN of the skillset.
Note: Include the number of the Control DN in your Auto Attendant Greeting.
For information about how to configure the Auto Attendant, refer to the CallPilot Set Up and
Operation Guide.
Custom Call Routing (CCR)
With CCR you can replace the Auto Attendant menu with an expanded menu that can include
several sub-menus to offer callers a wider range of options. You can give callers access to a Call
Center skillset by adding an internal transfer that transfers the caller to the Control DN of the
skillset.
For more information about transfers and CCR, refer to the CallPilot Manager Set Up and
Operation Guide.
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Chapter 1 About Nortel Networks Call Center 15
A comparison of Basic and Professional Call Center
Features
Basic Call Center for
CallPilot 100/150
Professional Call Center Basic Call Center for
for Business
Communications
Manager
Business
Communications
Manager
Number of skillsets
2
50
2
Number of configured agents
(available agent IDs)
20
250
20
Number of agent priority levels
Dynamic agent priority levels
Dynamic call priority levels
Number of active agents
20
Not available
Available
10
20
20
20
Not available
Available
10
Available
max 80, min 20
Number of active calls in all
skillsets
15
15
100
15
15
Maximum number of active calls
per skillset
64
Number of lines that can be
configured for Call Center
100
15
8
15
32
A maximum of 24 of these
lines can be VoIP trunks.
Number of voice ports (shared
with CallPilot or dedicated)
32
Number of routing tables per
skillset
2
2
2
Number of greetings
10
20
150
20
30
20
Number of steps per routing
table
Number of overflow rules per
skillset
20
20
20
Number of skillset mailboxes
Number of supervisors
2
50
80
2
10
10
Supervisor functionality,
including call monitoring
Muted monitor
Silent monitor
Silent monitor
Maximum number of
simultaneous monitoring
sessions
6
6
6
Caller Input Tables
Not available
50
Not available
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16 Chapter 1 About Nortel Networks Call Center
Features
Basic Call Center for
CallPilot 100/150
Professional Call Center Basic Call Center for
for Business
Communications
Manager
Business
Communications
Manager
Basic Intelligent Caller Input
Routing: the ability to route a
call to an Operator, Auto
Attendant, skillset mailbox,
CCR Tree or internal or external
number
Available
Available
Available
Available
Advanced Intelligent Caller
Input Routing: the ability to
route a call based on multi-digit
fixed or variable strings
Not available
Not available
Delegated Call Center
Administration: the System
Administrator can create a
password to give a Call Center
Administrator or supervisor
access to Call Center
Available
Available
Available
Available
Available
Available
administration.
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
Overflow skillsets
Not available
Available
Not available
20
1
20
49
20
1
Service Mode: you specify the
start and end times for the day
and night skillset for each day of
the week
Available
Available
Available
Limited Feature 983 telephone
administration
Available
Available
Not available
Available
Not available
Available
CallPilot Manager
Call Center Reporting
Available with Call Center
Professional. Must be
enabled with the Software
Authorization Code with
the Call Center
Enabled with optional
Software Authorization
Code
Enabled with optional
Software Authorization
Code
Professional Upgrade.
Expected Wait Times
Activity Codes
Not available
Not available
20 tables
5 tables
2,000 entries
2,000 entries
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Chapter 1 About Nortel Networks Call Center 17
Related documents
For more information about Call Center refer to the:
•
•
•
•
•
•
Nortel Networks Call Center Agent Guide
Nortel Networks Call Center Supervisor Guide
CallPilot 100/150 Call Center Telephone Administration Guide
Nortel Networks Call Center Reporting Set Up and Operation Guide
Multimedia Call Center Set Up and Operation Guide
Multimedia Call Center Web Developer Guide
For information about setting up CallPilot refer to the:
•
•
•
CallPilot Manager Set Up and Operation Guide
CallPilot 100/150 Telephone Administration Guide
CallPilot 100/150 Installation and Maintenance Guide
For information about configuring telephony resources, refer to the:
•
•
Business Communications Manager Programming Operations Guide
Norstar System Coordinator Guide
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18 Chapter 1 About Nortel Networks Call Center
How to get help
USA and Canada
Authorized Distributors - Technical Support
Telephone:
1-800-4NORTEL (1-800-466-7835)
If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#.
If you do not yet have a PIN Code, or for general questions and first line support, you can enter
ERC 338#.
Website:
http://www.nortelnetworks.com/support
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
Telephone:
1-954-858-7777
email:
APAC (Asia Pacific)
Technical Support
Telephone:
+61 388664627
Fax:
+61 388664644
email:
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Chapter 2
About setting up Call Center
You can set up Call Center using a display telephone on your phone system, or using the
web-based CallPilot Manager on a web browser from a computer on your network. For some Call
Center tasks, such as initializing skillset mailboxes, you must use a phone. If you use Basic Call
Center on CallPilot 100/150 you can do many Call Center tasks from a phone. Refer to the
CallPilot 100/150 Call Center Telephone Administration Guide for more information.
Using CallPilot Manager to set up Call Center
CallPilot Manager operates on a CallPilot 100/150 or Business Communications Manager system.
You access CallPilot Manager on a web browser from a computer on your network.
System requirements
Before you use CallPilot Manager, your Business Communications Manager or CallPilot 100/150
system must be configured and Call Center must be enabled. For how to enable software
Computer requirements
The computer you use to run CallPilot Manager must have:
•
•
•
Windows 95 or later, with P133 or later CPU (or compatible)
64 MB RAM, 10 MB disk space
Minimum screen resolution of 1024 X 768 pixels
Browser requirements
To use CallPilot Manager you must have:
•
either Microsoft Internet Explorer 4.0 or later, or Netscape Communicator 4.0.5 or later, but
not Netscape 6.0
If you use Netscape Communicator, set these parameters:
•
•
•
Enable Java: on
Cached document comparison: every time
If you use Netscape Communicator version 4.77 and not all the Call Center settings shown in
this guide appear in your browser, refresh the browser by clicking the View menu and clicking
Reload. If you still cannot view the settings, upgrade your browser.
If you use Microsoft Internet Explorer, set the following parameters:
•
•
Check for newer versions: every visit to the page
Java JIT compiler enabled: on
For more information about these settings, refer to your web browser online Help.
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20 Chapter 2 About setting up Call Center
Enabling Software Authorization Codes
You enable software authorization codes to install Call Center, to increase the number of agents at
your call center, and to enhance your call center with options such as Multimedia Call Center and
Call Center Reporting.
To enable a software authorization code for Business
Communications Manager
1
Point your web browser to the URL
https://<IP address>:6800
where <IP address> is the IP address of Business Communications Manager.
The Business Communications Manager Unified Manager screen appears.
2
Click the Configure button.
The Login screen appears.
3
4
5
In the User ID box type the supervisor user ID.
In the Password box type the supervisor password.
Click the Login button.
The Business Communications Manager screen appears.
6
7
Click the System key.
Click the Licensing heading.
The Licensing Setting screen appears.
8
9
On the Configuration menu click Add a Keycode.
The Applied Keycodes screen appears.
In the Keycode box type the number of the software authorization code for the option you
want to install.
10 Click the Save button.
11 If you enable the software authorization code for Call Center or Professional Call Center, you
must reboot your system by following steps 12 through 14.
If you enabled any other software authorization codes you do not have to reboot your system.
12 Choose System in the navigation tree.
The Logoff menu is enabled.
13 On the Logoff menu, click Reboot.
A message appears that asks you to confirm your request to reboot.
14 Click the Yes button to reboot.
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Chapter 2 About setting up Call Center 21
To enable a software authorization code for CallPilot 100/150
1
2
3
Start CallPilot Manager.
Click the Configuration heading.
Click the Installed Options link.
The Installed Options page appears.
4
5
In the Keycode boxes type the software authorization code for the option you want to install.
Click the Add button.
The option you installed appears in the Installed Options list.
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22 Chapter 2 About setting up Call Center
To start CallPilot Manager on Business Communications
Manager
1
Point your web browser to https://<IP address>:6800/CallPilotManager
where <IP address> is the IP address of Business Communications Manager.
For information about the IP address, ask your network administrator.
The Administration Login page appears.
2
3
In the Password box, type the System Administrator password.
Click the Submit button.
The CallPilot Manager Main Menu appears.
To start CallPilot Manager on CallPilot 100/150
1
Point your web browser to https://<IP address>/CallPilotManager.
Where <IP address> is the IP address of the CallPilot 150.
For information about the IP address, ask your network administrator.
The Administration Login screen appears.
2
3
In the Password box, type the System Administrator password.
Click the Submit button.
The CallPilot Manager Main Menu appears.
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Chapter 2 About setting up Call Center 23
About the CallPilot Manager interface
Quits CallPilot
Manager
Returns to the
Main page
Opens
online Help
Headings expand
and display their
links when you
click them
Click a link to
display its page
in the right frame
System timeout
A CallPilot Manager session times out after 10 minutes of inactivity. This is a security feature that
prevents unauthorized access to the system.
If your session times out, the login page appears and a message that says that the session has
expired. You must log on to continue programming Call Center.
If the system times out while you are working on a page, any settings that you have not entered on
the system by pressing the Submit button are not entered.
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Call Center password access
If you want to limit access to CallPilot Manager, you can create or change a Call Center
Administrator password that limits CallPilot Manager access to just the Call Center settings.
To create a Call Center Administrator password
1
2
3
Start CallPilot Manager.
Click the Configuration heading.
Click the Access Passwords link.
The Access Passwords page appears.
4
In the Call Center Administration box enter the Call Center Administrator password.
The password must be from four to eight numbers long and cannot start with zero.
5
6
In the Confirmation box enter the Call Center Administrator password.
Click the Submit button.
The Call Center Administrator can log on using this password.
If you create a Call Center
Administrator password, the Call
Center settings that can be accessed
are:
•
•
•
•
•
•
•
•
Agent List
Add Many Agents
Skillset List
General Properties
Greetings
Caller Input Rules
CLID/DNIS Routing Table
Expected Wait Time
(unavailable on CallPilot 100/
150.)
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Chapter 2 About setting up Call Center 25
Setting up Call Center from a two line display telephone
You cannot use a single line display telephone to set up and administer Call Center on CallPilot
100/150. You must use a two line display telephone. Two line display phones show CallPilot and
Call Center commands and options. A two line display can show up to three display options at
once. 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
Call Center agents can use two line display telephones and one line display telephones.
Supervisors must use two line display telephones with the handsfree mute feature. Non display
telephones, such as telephones attached to an analog terminal adapter, cannot be used for Call
Center agent tasks. We recommend that you read the telephone user card for your telephone before
proceeding.
Note: If you use a phone to set up Call Center on CallPilot 100/150, you must use a two
line display telephone. You can use a phone to set up Call Center only if you use
CallPilot 100/150. You cannot use a phone to set up Call Center if you use Business
Communications Manager. You can also use CallPilot Manager to set up Call Center.
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.
If the system times out while you are setting up Call Center, the settings are entered in the system.
To continue programming, you must log on again and change the settings.
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26 Chapter 2 About setting up Call Center
Using the dialpad
The buttons on your display telephone dialpad act as both numbers and letters. Each button
represents a number and letters of the alphabet.
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
Letters and numbers on the dialpad
⁄
›
‡
•
1 ’ -
¤
A B C 2 a b c
‹
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
fi J K L 5 j k l
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
enters a comma (,)
The display can show up to 16 characters. The prompt remains on the display if you enter fewer
than ten characters. If you enter information where the prompt and the information is fewer than
16 characters, you can see both the prompt and the information you enter.
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 ‡ 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 setting up Call Center 27
Symbols and conventions used in this guide
These conventions and symbols are used to represent the Business Series Terminal display and
dialpad.
Convention
Example
Used for
Word is in a special font (in the top
line of the display)
Command line prompts on display telephones.
Pswd:
Underlined word in capital letters
(shows 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.
PLAY
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
©
Handsfree
Bottom right-hand
button
Hold
˙
√
®
Volume Control
Release
√
®
You can enter ≤, ƒ or
and the code to use a feature. For example, press
≤·°⁄ to access your mailbox.
The T7100 works differently from other telephones on your system because it does not have line
buttons. Where other telephones require that you select a line button to answer a call, on the T7100
terminal you pick up the handset. Where other telephones require you to select a line button to take
a call off hold, you press
on the T7100 terminal.
On T7100 terminals, you can answer a second call by pressing
. Your active call is put on
hold and you connect to the waiting call. You can have no more than two active calls at one time.
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Checking which telephone mailbox interface you use
CallPilot supports two interfaces: Norstar Voice Mail and CallPilot.
The System Administrator determines which interface is assigned to your mailbox.
Follow the procedures in this guide that apply to the interface you use.
Some procedures apply to both interfaces.
To check which mailbox interface you use
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open
your mailbox.
2
Check the display to see which interface you use:
This is the Norstar Voice Mail interface.
0 new 0 saved
PLAY REC
ADMIN
EXIT
This is the CallPilot interface.
No messages
COMP
MBOX
3
Press ® to end the session.
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29
Chapter 3
Using Feature Codes
You use Feature Codes to perform Call Center functions on your telephone.
Feature Codes
Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call
Center can also use custom Feature Codes. If the default Feature Codes are used by another
application, your system automatically assigns custom Feature Codes. If your System
Administrator has assigned custom Feature Codes, you can use the table “Feature Codes” on page
252 to record the Custom Feature Codes.
To determine the Feature Codes
1
Press ≤·•⁄.
2
The display shows the name and number of the Log In/Log Out
Feature Code. xx represents a number between 00 and 99.
Login/out:
Ready Mode:
F9xx
NEXT
3
4
Press NEXT.
The display shows the name and number of the Ready Mode Feature
Code.
F9xx
NEXT
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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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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Chapter 3 Using Feature Codes 31
Feature Codes used by Call Center Administrator 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 number”
For information on resetting the Operator and Call Center Administrator passwords,
•
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 on or off.
Monitor agents
≤·‚fi
lets you monitor agents
Supervisor Help
≤·‚fl
•
•
lets you take agents’ help requests (not available on CallPilot 100/150.)
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 skillset,
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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32 Chapter 3 Using Feature Codes
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 (not available on CallPilot 100/150)
Supervisor Help
≤·‚fl
•
•
start a session where they can enter Activity Codes
Activity Codes
≤·‚‡
For more information about Activity Codes see “Activity Codes” on
•
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 phone call, or if a
supervisor is monitoring a call, they first use the Not Ready Feature
Code to make themselves busy. 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.
Agents who answer calls only during peak call periods can use
Display Waiting Calls to see which skillsets have the most call activity.
Display Waiting Calls
≤ ·‚·
Note: While you are using 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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33
Chapter 4
Setting up Call Center agents
Agents handle the calls in your call center. Supervisors are agents with additional capabilities.
Supervisors can change their own password and monitor calls between agents and callers.
About adding agents
Before you can add agents to your Call Center you must purchase and enable a Software
Authorization Code for the number of agents that you want to add. The number of agents you can
add to your call center is determined by the number of agents the Software Authorization Code
enables. For how to enable a Software Authorization Code refer to“Enabling Software
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. You can assign a different ID number. Statistics are
collected and reported for each ID number. For more information on
Nortel Networks Call Center Reporting Set Up and Operation Guide.
Agent ID
Agent ID is based on whether you use Basic or Professional Call Center,
and whether you use a CallPilot 100/150 or Business Communications
Manager.
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.
Name
Super represents the status of the agent. No in the Super column means
that an agent that does not have supervisor status. Yes in the Super
column means that an agent has supervisor status.
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 on their telephone
and headset 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.
NOTE: For how to use Automatic Answer with the telephones you use in
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34 Chapter 4 Setting up Call Center agents
The Missed Call Option controls how a call is treated if an agent does not
Missed Call Option
answer the call. Make Not Ready assigns an agent's telephone to respond
as it does with the Not Ready feature enabled. Automatic Logout
automatically logs an agent out of their skillset if they do not answer a call.
The default is Make Not Ready (Return to Skillset).
To assign how many rings before the Missed Call Option, change the timer
for Transfer Callback Timeout.
•
If you use a Business Communications Manager system, refer to
“Timers” section of the “Configuring System Settings” chapter of the
Business Communications Manager Programming Operations Guide.
•
If you use a CallPilot system, refer to the Norstar System Coordinator
Guide.
Accepted Call Types are Voice calls only, Multimedia calls only, or both. If
you do not have Multimedia Call Center enabled, Accepted Call Types
does not appear.
Accepted Call Types
For more information on Multimedia Call Center refer to the Multimedia Call
Center Set Up and Operation Guide.
If you use Basic Call Center, assign a priority to the agent. If the method of
call distribution for the skillset is Preferred, the agent with the highest
priority receives the 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.
For more information about method of call distribution refer to “Method” on
Priority
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 Code Entry Type
Optional is the default.
For more information about Activity Codes see “Activity Codes” on page
193.
In addition to these agent properties, if you use Professional Call Center you can assign agents
Dynamic Priority when you assign them to a skillset. For more information refer to “Dynamic
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Chapter 4 Setting up Call Center agents 35
Adding an agent or a supervisor
To add an agent
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Agent List link.
The Call Center Agent List appears.
4
Click the Add button.
The Add Agent page appears.
5
6
If you want to change the Agent ID number, in the Agent ID box type the new Agent ID.
In the Name box type the name of the agent.
Do not use the same first seven characters for an agent name. For more information about
7
8
Select the Supervisor check box if you want to give the agent supervisor functionality.
The default is not selected.
Select the Automatic Answer check box if you want calls to be force-delivered to the agent.
The default is not selected.
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36 Chapter 4 Setting up Call Center agents
9
From the Missed Call Option list box select Make Not Ready (Return to Skillset) or
Automatic Logout.
10 From the Accepted Call Types list box select Voice, Multimedia or Both.
If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear.
11 If you use Basic Call Center, from the Priority list box select a priority for the agent.
12 If you use Activity Codes, from the Activity Code Entry Type list box select Optional or
Prompted. The default is Optional.
13 Click the Submit button.
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Chapter 4 Setting up Call Center agents 37
Adding more than one agent
You can save time by adding more than one agent at a time. When you add multiple agents, the
agents have the default agent name and parameters.
To add more than one agent
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Add Many Agents link.
The Add Many Agents page appears.
4
5
In the From box type the lowest agent ID number of the agents you want to create.
In the To box type the highest agent ID number of the agents you want to create.
The Agent ID numbers you enter must be between 1 and 250.
6
7
8
Select the Supervisor check box if you want the agents to have Supervisor status.
Select the Automatic Answer check box if you want calls to be force-delivered to the agents.
From the Missed Call Option list box select Make Not Ready (Return to Skillset) or
Automatic Logout.
9
From the Accepted Call Types list box select Voice, Multimedia or Both.
If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear.
10 If you use Basic Call Center, from the Priority list box select a priority from 1 to 20 for the
agent.
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38 Chapter 4 Setting up Call Center agents
11 If you use Activity Codes, from the Activity Code Entry Type list box select Prompted or
Optional. The default is Optional.
12 Click the Submit button.
Note: Any agents who have an agent ID number that is between the numbers you enter
in the From and To boxes are not changed. These agents are not included in the number
of agents added.
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Chapter 4 Setting up Call Center agents 39
Changing agent information
You can change an agent’s:
•
•
•
•
•
•
name
supervisor status
Automatic Answer setting
Missed Call Option
Accepted Call Types
Activity Code setting
Note: You cannot change the properties of an agent who is logged on. Ask the agent to
log off and then make the changes.
To change agent information
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Agent List link.
The Agent List page appears.
4
Click the Change link for the agent you want to change.
The Change Agent page appears.
If the agent if logged on, a message appears that says that the agent must log off first.
5
6
Change the properties that you want to change for the agent.
Click the Submit button.
Repeat steps 4 and 5 for each agent you want to change.
Resetting an agent’s password
If an agent forgets their password, you can reset the password back to the default value (0000).
After you reset the password, the agent must change their password the next time they log on.
To reset an agent’s password
1
2
3
Log on to CallPilot Manager.
Click the Call Center heading.
Click the Agent List link.
The Agent List page appears.
4
5
6
Click the Reset Password link for the agent whose password you want to reset.
A message appears that asks you to confirm the request to reset the password.
Click the OK button.
A message appears that the agent’s password is reset. The agent password is set to 0000.
Click the OK button.
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40 Chapter 4 Setting up Call Center agents
Deleting an agent
Deleting an agent removes the agent from Call Center. The agent is removed from the Agent List
and all the skillsets they are assigned to.
If you want to remove an agent from a skillset, refer to “Unassiging an agent from a skillset” on
Note: You cannot delete an agent who is logged on. Ask the agent to log off and then
delete them.
To delete an agent
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Agent List link.
The Agent List page appears.
4
Click the Delete link for the agent you want to delete.
A message appears that asks you to confirm the deletion.
If the agent you want to delete is logged on, the Delete button is not available.
If the agent you want to delete has logged on while you are deleting them, a message appears
that says that the agent must log off before you can delete them.
5
6
Click the OK button.
A message appears that says the agent is deleted.
Click the OK button.
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Chapter 4 Setting up Call Center agents 41
Forcing an agent off
Agents usually log out when they are no longer available to receive calls. If an agent leaves and
does not log off, you can force the agent off. An agent that is forced off does not receive any new
Call Center calls.
To force an agent off
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Agent List link.
The Agent List page appears.
4
5
Click the Force Off link for the agent you want to log off.
A message appears that asks you to confirm the request to force off the agent.
Click the OK button.
A message appears that says the agent is logged off.
6
7
Click the OK button.
To log the agent off, click the OK button.
The agent status changes to Logged Off on the Agent List page.
Note: If the agent you force off is on a call, the call is not interrupted.
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Chapter 5
Setting up skillsets
About skillsets
Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold
calls for different call center departments, such as sales and technical support.
The maximum number of skillsets you can set up depends on whether you have Basic or
Professional Call Center, and whether you use the CallPilot 100/150 or Business Communications
You cannot change the properties of a skillset while it is in use. For more information, refer to
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 assigning 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. For more information, refer to “Auto Attendant” on
Calls can be forwarded to the CallPilot 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 Business Communications Manager Programming
Operations Guide or 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
243.
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44 Chapter 5 Setting up skillsets
Skillset properties
The number between 1 and 50 that is assigned to the skillset.
Skillset
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.
Control DN
If you have a new Business Communications Manager system, you must
use B1 DNs (extensions). A B1 extension number is the extension number
that you dial to call a telephone or peripheral.
You can use B2 DNs (extensions) on Business Communications Manager
systems only if you have upgraded your system. A B2 extension is a spare
extension.
If you use Interactive Voice Response or any other application that uses
Auto Assign, you must delete any Call Center CDNs before you install the
other applications. After you install the applications you must set up the
Call Center CDNs again.
For more information about using B1 and B2s see “Using B1 and B2 DNs”
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 SKILLn where n is the skillset number.
The name for each skillset is the same as the skillset mailbox name.
The Message Waiting Indication extension is an optional phone 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
MWI DN
(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: Least
Busy and Preferred. Least Busy 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 will be
selected. The default method of call distribution is Least Busy.
Method
(Method of Call Distribution)
If you use Call Center Professional you can assign agents different
priorities depending on the skillsets they belong to. For more information
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Chapter 5 Setting up skillsets 45
Break Time is a time period for agents to complete paperwork after they
finish a call. After an agent completes a call, they are taken out of the
skillset for the Break Time. The agent can extend or cancel the Break Time
by using the Not Ready Feature Code. For more information, refer to “Not
Ready” on page 31. The Break Time period can last from 00:00 to 59:59.
The Break Time defaults is 00:30 seconds. You can change the Break
Time period to 00:00 if an agent does not need a Break Time.
Break Time
If your Call Center uses Activity Codes, set the Break Time to longer than
10 seconds to allow time for Activity Code entry.
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 requests to talk to
the operator after the caller transfers to the Automated Attendant or CCR.
The attendant extension is optional. If you do not assign an attendant
extension, the call is sent to the system attendant extension. If a call is
transferred to an Auto Attendant greeting table, the call is sent to the
greeting table attendant.
Attendant extension
Language preference
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. Language preference appears only on
a system that is configured as bilingual.
You can enter a number between 2 and 256 calls.
Use previous _ calls to
calculate EWT
For more information about Expected Wait Time see “Expected Wait Time”
Selected by default, which means that EWT will be recalculated if it
increases, and the appropriate EWT greeting will be played.
EWT Increase Allowed
Initial Call Duration
For more information about Expected Wait Time see “Expected Wait Time”
The Initial Call Duration is used to compute expected wait time until
sufficient call statistics are obtained. This can be a value between 00:01:00
and 24:00:00.
For more information about Expected Wait Time see “Expected Wait Time”
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 Code Entry Type
Optional is the default.
For more information about Activity Codes see “Activity Codes” on page
193.
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46 Chapter 5 Setting up skillsets
Setting up or changing a skillset
Note: Before you can change a skillset you must disable the skillset and wait until there
are no calls in the skillset. You cannot change a skillset while it is in use.
To set up or change a skillset
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
If you want to set up a skillset, click the Configure link for the skillset you want to set up
or
if you want to change a skillset, click the Properties link for the skillset you want to change.
The Skillset Properties page appears.
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Chapter 5 Setting up skillsets 47
5
6
7
8
9
In the Control DN box, type the extension for the skillset.
In the Name box type the name for this skillset. The skillset name can be a maximum of 16
characters.
In the MWI DN box, type the extension of the telephone that you want to display the Message
Waiting Indicator for the Skillset Mailbox.
From the Method list box, select Least Busy or Preferred.
The default is Least Busy.
In the Break Time box enter the Break Time period.
The default Break Time is 00:30.
10 In the Delay Answer box enter the delay answer time.
The default delay answer time is 00:00.
11 If you want to assign an attendant to the skillset, in the Attendant Ext box type the extension
of the attendant.
12 If your system is configured for bilingual operation, from the Prompt Language list box,
select Primary or Alternate. The Prompt Language list box does not appear if you do not use
bilingual operation. For more information on bilingual operation refer to “Assigning the Call
13 If you use Expected Wait Time (EWT), enter the number of calls you want to use to calculate
EWT in the Use Previous ___ calls to calculate EWT box. This is the number of previous
calls that are used to calculate the average call duration of a skillset. The number can range
from 2 to 256. The default is 10. For more information about EWT refer to “Expected Wait
14 If you use Expected Wait Time, leave the EWT Increase Allowed check box selected if you
want the system to recalculate the EWT if it increases and continue to play the appropriate
EWT greeting. If you clear the check box, callers will not hear recalculated expected wait
times if the wait time increases. Whether you select the check box or not, callers will hear the
appropriate EWT greeting if the wait time decreases.
15 If you use Expected Wait Time, in the Initial Call Duration box enter in hh:mm:ss format the
initial average call duration that is used to compute EWT. The average call duration is updated
whenever a call is released from an agent. The default is 00:03:00.
16 If you use Activity Codes, from the Activity Code Entry Type list box select Prompted or
Optional. The default is optional. For more information about Activity Codes refer to
17 Click the Submit button.
A message appears that says a new mailbox is created, and that you must initialize it before
you enable the skillset. For how to initialize a mailbox refer to “Initializing a skillset mailbox”
18 Click the OK button.
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Setting up DID routing
You can route calls based on their Direct Inward Dialing (DID) number. DID is the ability to make
a telephone call directly into an internal extension, without having to go through the operator.
To route DID calls, set up a DID target line and assign the target line to a skillset.
To set up DID routing for Business Communications Manager
1
In Unified Manager, set up a DID target line.
For information about setting up a DID target line refer to the Business Communications
Manager Programming Operations Guide.
2
In CallPilot Manager, configure the target line number to be answered by Call Center.
To set up DID routing for CallPilot 100/150
1
From a Norstar phone, set up a DID target line.
For information about setting up a DID target line refer to the Norstar System Coordinator
Guide.
2
In CallPilot Manager, configure the target line number to be answered by Call Center.
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Chapter 5 Setting up skillsets 49
Setting up CLID/DNIS Routing
If you use Professional Call Center you can set up CLID/DNIS Routing Tables. CLID/DNIS
Routing is the initial routing that Call Center calls encounter. The CLID/DNIS Routing you set up
lets Call Center route calls quickly based on their incoming line number. Callers are routed to
skillsets depending on who the caller calls, the line the call comes in on, or where the caller is
calling from. Your CLID/DNIS Routing Table can have a maximum of 1000 entries.
Examples of using CLID/DNIS Routing
Routing using CLID/ANI
If your company has preferred customers or customers who have access to special services, you
can set up CLID/ANI routing that recognizes the phone numbers the customers are calling from.
Customers whose phone numbers are recognized are immediately routed to appropriate skillsets.
The callers do not need to enter additional digits to route their calls.
Routing using DNIS
If your company has a customer who is a purchasing agent who frequently contacts a sales line,
you can set up DNIS routing that recognizes the phone number the customer is calling. Customers
who call the sales directory numbers are immediately routed to sales skillsets.
Routing using Multimedia Call Center
If your company has Multimedia Call Center enabled, callers can click an HTML icon and enter
the phone number they want an agent to call them at. Calls that arrive from a multimedia call are
recognized as Multimedia Call Center calls and routed to the appropriate skillsets. You can set up
CLID/ANI rules for Multimedia Call Center Calls. The phone number that the caller enters in the
web browser is the phone number that Multimedia Call Center dials when an agent receives the
call.
Routing using a Line
If your company uses a rotary number without DNIS capability that uses lines 1 to 3, you can set
up routing to send calls that come in on these lines to a specific skillset.
Routing using CLID and a Line
If your company uses a rotary number and subscribes to a CLID service, you can set up routing
based on CLID and Line to route a special customer.
Routing using CLID/ANI and DNIS
If your company has customers who call the sales group or the service group frequently, you can
set up routing based on CLID/ANI and DNIS to quickly route these customers. You can route the
customers to a skillset with agents that specialize in service or sales to these customers.
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50 Chapter 5 Setting up skillsets
CLID/DNIS Routing Table properties
The line is the line number the call comes in on. Any calls that arrive on this
line are assigned the routing you select.
Line
The line number you enter must be a line that is configured to be answered
by a skillset.
The CLID (Calling Line Identification) or ANI (Automatic Number
Identification) number identifies the caller or the location the call was made
from.
CLID/ANI
Any calls that have this CLID or ANI number are assigned the priority from
1-20 that you select.
If a call matches the CLID/ANI information in the routing table, the call is
routed to the skillset you choose. You can change the priority, from 1-20, of
the call in the skillset that is assigned for the line the call comes in on.
DNIS (Dialed Number Identification Service) sends a call directly to an
internal extension without going through the operator. A DNIS number
identifies the number the call is made to.
DNIS
If a call matches the DNIS information in the routing table, the call is routed
to the skillset you choose. You can change the priority of the call in the
skillset that is assigned for the line the call comes in on.
Select the Multimedia Calls check box if you want Multimedia Call Center
calls assigned to this route. You must use Business Communications
Manager and have Multimedia Call Center enabled.
Multimedia Calls
Incoming Multimedia Call Center calls are assigned the Priority you select.
If you select the Multimedia Calls check box, you must leave the Line box
and the DNIS box blank.
The action is the treatment that is applied to the call:
Action
•
•
•
You can move the call to another skillset
You can change the priority of the call from 1-20
You can move the call to another skillset and change the priority of the
call
Note: The CLID routing table can support 1000 rules.
Each rule can be a number, or a range, such as 416*.
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Chapter 5 Setting up skillsets 51
Adding a CLID/DNIS Route
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the CLID/DNIS Routing Table link.
The Intelligent CLID/DNIS Routing page appears.
4
Click the Insert link.
The CLID/DNIS Setup page appears.
5
Set the method to identify the call:
•
If you want to create a rule based on the line a call comes in on, in the Line box enter the
line number.
•
If you want to create a CLID or ANI rule, in the CLID/ANI box type the CLID or ANI
number you want to assign this routing to. The CLID or ANI number identifies the caller
or the location the call was made from.
•
•
•
If you want to create a DNIS rule in the DNIS box type the DNIS number you want to
assign to this route. The DNIS number identifies the number the call is made to.
If you want to create a rule for CLID/ANI and a rotary number, in the CLID/ANI box
type the CLID or ANI number and in the Line box type the line number
If you want to create a rule for CLID/ANI and DNIS, in the CLID/ANI box type the
CLID or ANI number and in the DNIS box type the DNIS number
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52 Chapter 5 Setting up skillsets
•
If you have Multimedia Call Center enabled and you want to assign routing to Multimedia
Call Center calls, select the Multimedia Calls check box. If you select the Multimedia
Calls check box, you can enter a CLID/ANI number, but you must leave the Line box and
the DNIS box blank.
6
Select the type of routing you want to apply to the call:
•
if you want to move the call to another skillset, select Move to Skillset and from the
Skillset list box select the number of the skillset you want to route the call to
•
if you want to move the call to another skillset and assign it a different priority:
— select Move to Skillset
— from the Skillset list box select the number of the skillset you want to route the call to
— from the New Call Priority list box select a priority from 1-20 for the call
•
if you want to change the priority of the call, select Change Call Priority Only and from
the New Call Priority list box select a priority from 1-20 for the call
7
Click the Submit button.
Changing a CLID/DNIS Route
You can change the type of routing that applies to a CLID/DNIS call. If you want to change the
type of call the routing applies to, you must create a new route in the CLID/DNIS Routing Table.
To change a CLID/DNIS Route
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the CLID/DNIS Routing Table link.
The Intelligent CLID/DNIS Routing page appears.
4
5
Click the Change link for the route you want to change.
The CLID/DNIS Setup page appears for the route.
Select the type of routing you want to apply to the call:
•
If you want to move the call to another skillset, select Move to Skillset and from the
Skillset list box select the number of the skillset you want to route the call to.
•
If you want to move the call to another skillset and assign it a different priority:
— Select Move to Skillset.
— From the Skillset list box select the number of the skillset you want to route the call
to.
— From the New Call Priority list box select a priority from 1-20 for the call.
•
If you want to change the priority of the call, select Change Call Priority Only, and from
the New Call Priority list box select a priority from 1-20 for the call.
6
Click the Submit button.
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Chapter 5 Setting up skillsets 53
Deleting a CLID/DNIS Route
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the CLID/DNIS Routing Table link.
The Intelligent CLID/DNIS Routing page appears.
4
Click the Delete link for the route you want to delete.
The routing is removed from the CLID/DNIS Routing Table.
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54 Chapter 5 Setting up skillsets
Assigning an agent to a skillset
You can assign an agent to one or more skillsets. Each agent is responsible for answering calls for
the skillsets they are assigned to.
Note: Before you can add an agent to a skillset, the skillset must be disabled. For how to
Dynamic Agent Priority
If you use Call Center Professional on Business Communications Manager, agents can have
different priorities depending upon which skillset they are logged on to. For example, when an
agent is a member of the English skillset, their priority can be 1 because they are fluent in English.
The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a
priority of 6 when they are logged on to the German skillset.
If the method of call distribution for the skillset is Preferred, the agent with the highest priority
receives the 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. For more information about method of call distribution
To assign an agent to a skillset
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
Click the Agents link for the skillset that you want to add agents to.
The skillset must be configured before the Agents link appears.
The Assigned Agents page appears.
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Chapter 5 Setting up skillsets 55
5
Click the Assign button.
The Assign Agents page appears with the available agents displayed.
6
7
Click the Assign check box for each agent that you want to add to the skillset.
If you use Professional Call Center, from the Priority list box, select the Priority of the agent.
1 is the highest priority.
8
9
Click the Submit button.
The agent you selected appears on to the Assigned Agents page.
If you want to assign another agent to this skillset, follow steps 5 through 8.
Click the Close button to return to the Skillset List page.
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56 Chapter 5 Setting up skillsets
Changing an agent’s priority in a skillset
If you use Call Center Professional on Business Communications Manager, agents can have
different priorities depending upon which skillset they are logged on to. For example, when an
agent is a member of the English skillset, their priority can be 1 because they are fluent in English.
The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a
priority of 6 when they are logged on to the German skillset.
Before you can change an agent's priority:
•
•
To change an agent’s priority in a skillset
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
5
6
Click the Agents link for the skillset you want to change the agent priority of.
The Assigned Agents page appears.
Click the Change button.
The Change Agent Priorities page appears.
Click the Change check box for the agent whose priority you want to change.
You can select more than one agent if you want to assign them the same priority.
7
8
From the Priority list box select the priority you want to assign.
Click the Submit button.
The Assigned Agents page shows the new priority.
Repeat steps 5 through 8 for each agent you want to change.
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Chapter 5 Setting up skillsets 57
Unassiging an agent from a skillset
When you unassign an agent from a skillset, the agent is removed from the skillset but is not
deleted from Call Center.
Before you unassign an agent from a skillset, you must disable the skillset. See “Disabling a
To unassign an agent from a skillset
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
5
Click the Agents link for the skillset you want to unassign an agent from.
The Assigned Agents page appears.
Click the Unassign link for the agent you want to remove.
A message appears that asks you to confirm your request to unassign the agent.
Note: If the agent you are unassigning is logged on, a message appears that says the
agent is logged on and asks you to force the agent off or ask them to log off.
To unassign the agent, click the OK button.
6
7
Click the OK button.
The agent is removed from the Assigned Agents page.
Click the Close button to return to the Skillset List page.
Viewing agents in a skillset
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
5
Click the Agents link for the skillset you want to view.
The agents who are assigned to the skillset appear on the Assigned Agents page.
Click the Close button to return to the Skillset List page.
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58 Chapter 5 Setting up skillsets
Enabling a skillset
After you set up a skillset, the skillset is disabled until you enable it.
Before you can enable a skillset you must:
•
•
•
•
set up the skillset with a valid Control DN.
initialize the skillset mailbox.
record skillset mailbox greetings.
set up the Day and Night Routing Tables.
To enable a skillset
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
Click the Enable link for the skillset to you want to enable.
On the Skillset List page in the Status column the skillset changes from Disabled to Enabled.
A message appears that says what Service Mode the skillset is in.
Note: After you enable a skillset it is automatically in 24 hour mode. To change the
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Chapter 5 Setting up skillsets 59
Disabling a skillset
You must disable a skillset if you want to change the skillset properties or administer the lines.
If you disable a skillset, no new calls go to the skillset. Any calls that are in the skillset get
distributed until the calls are ended.
To disable a skillset
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
5
Click the Disable link for the skillset you want to disable.
A message appears that asks you to confirm the request to disable the skillset.
Click the OK button.
On the Skillset List page in the Status column the skillset changes from Enabled to Disabled.
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60 Chapter 5 Setting up skillsets
Unconfiguring a skillset
You must disable a skillset if you want to change the skillset properties or administer the lines.
Before you unconfigure a skillset:
1
2
disable the skillset by following the procedure “Disabling a skillset” on page 59
unassign any lines that are assigned to it by following the procedure “Configuring lines” on
Warning: If you unconfigure a skillset, you delete the skillset properties and the
programming for the skillset. This includes the general properties, the assigned agents
and the routing table information.
To unconfigure a skillset
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
5
Click the Unconfigure link for the skillset you want to unconfigure.
A message appears that asks you to confirm the request to unconfigure the skillset.
Click the OK button.
The programming for the skillset is removed from the Skillset List page.
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61
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:
•
•
•
•
•
they use the primary prompt language
their maximum message time is 15 minutes
their maximum message length is three minutes
their maximum message retention is 30 days
they have a maximum greeting length of one minute
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
•
•
initialize the skillset mailbox
record the skillset mailbox greetings
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62 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.
Press NEXT.
Set xxxx
NEXT
NEXT
The skillset mailbox number for skillset 1 is displayed.
If None appears the skillset is not configured.
Press NEXT to continue.
CDN 1:xxxx
4
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.
Ext 1: xxx
NEXT
5
6
Press next to view the skillset mailbox number and MWI extension
for each skillset.
Press ® to end the session.
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Chapter 6 Setting up skillset mailboxes 63
Initializing a skillset mailbox
You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in
it.
Choose a password for the skillset mailbox that is between four to eight digits long and does not
start with zero. Give the skillset mailbox passwords to the agents who are responsible for
retrieving messages.
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.
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.
<Skillset name>
Press ® to end the session.
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64 Chapter 6 Setting up skillset mailboxes
Opening a skillset mailbox
You can open an initialized skillset mailbox from:
•
•
•
your extension
another extension
an outside tone dial telephone
To open a skillset mailbox - Norstar Voice Mail
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 £
or
OK
OK
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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Chapter 6 Setting up skillset mailboxes 65
Opening a skillset mailbox remotely
To open a skillset mailbox from an outside telephone
•
If a skillset mailbox is a Mailbox node in a CCR Tree, press the one digit number and you
automatically transfer to the skillset mailbox
or
•
•
•
Call an Operator, receptionist or subscriber and ask them to transfer you to the skillset mailbox
number using ≤·°fl
After you reach the skillset mailbox, press •• during the greeting to open the skillset
mailbox. 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 own 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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66 Chapter 6 Setting up skillset mailboxes
Skillset mailbox password
To decrease the chances of unauthorized access to a skillset mailbox, change its password every 30
days.
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.
2
3
The skillset mailbox name appears briefly and the recorded name
plays.
<Skillset name>
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
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.
Pswd:
RETRY
OK
OK
Again:
RETRY
Password OK
Press ® to end the session.
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Chapter 6 Setting up skillset mailboxes 67
Resetting a skillset mailbox password
Note: Reset a password only if the agent who accesses the skillset mailbox forgets the
password or is “locked-out”. The password for the reset mailbox is 0000. The agent who
accesses the skillset mailbox cannot retrieve skillset mailbox messages until they create
a new password. Tell the agent to change the default password as soon as possible.
While the skillset mailbox has the default password, the mailbox is vulnerable to
unauthorized access.
To reset a skillset mailbox password
1
2
Start CallPilot Manager.
Click the Mailbox Administration heading.
The Mailbox List page appears.
3
4
Click the Reset Password link for the skillset mailbox you want to reset the password for.
A message appears that asks you to confirm your request to change the password.
Click the OK button.
The password is reset to 0000, the default password.
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68 Chapter 6 Setting up skillset mailboxes
Recording skillset mailbox greetings
After you initialize a skillset mailbox, record the greetings for it.
You can record Primary, Alternate and Personalized greetings for each skillset mailbox. You
record a Primary skillset mailbox greeting for everyday use. The Alternate skillset mailbox
greeting is an optional greeting you can record for special circumstances. If your call center
subscribes to Caller ID, you can record Personalized skillset mailbox greetings.
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.
The skillset mailbox must use the Norstar Voicemail interface for callers to be able to press · to
hear the Alternate language. Callers cannot select an alternate language if the skillset mailbox uses
the CallPilot interface.
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, phone 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, phone 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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Chapter 6 Setting up skillset mailboxes 69
To record a Primary or Alternate skillset mailbox greeting
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
2
3
The skillset mailbox name appears briefly.
<Skillset name>
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.
6
If this is the first time you are recording a greeting, this display
appears briefly.
Not recorded
Record now?
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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70 Chapter 6 Setting up skillset mailboxes
Choosing a Primary or Alternate skillset mailbox greeting
If you record a Primary and an Alternate skillset mailbox greeting, you must choose which
greeting plays. You can change the selection at any time and as often as needed. If you do not
choose a greeting, the Primary skillset mailbox greeting plays.
If you choose the Alternate mailbox greeting, you must set whether the mailbox accepts messages.
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.
2
3
The skillset mailbox name appears briefly.
<Skillset name>
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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Chapter 6 Setting up skillset mailboxes 71
Accept msgs:Y
CHNG
6
7
If you choose the Alternate mailbox greeting, you are asked
whether the mailbox can accept messages.
Press CHNG or ⁄ to toggle from yes to no
or
OK
press OK or £ to accept.
Press ® to end the session.
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72 Chapter 6 Setting up skillset mailboxes
Recording a Personalized skillset mailbox greeting
If your call center subscribes to Caller ID, you can record a maximum of three Personalized
greetings for each skillset mailbox. For Personalized skillset mailbox greetings, you program Call
Center to recognize a specific telephone number. The Personalized skillset mailbox greeting plays
only for a call from the specific telephone number.
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.
2
3
The skillset mailbox name appears briefly.
<Skillset name>
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
4
5
6
7
Press REC or ⁄.
Greeting options
REC CHOOSE CFWD
Press PERS or ‹ to record a Personalized greeting.
Enter a Personalized greeting number of 1, 2 or 3.
Press CHNG or ⁄.
Greeting:
PRIME ALT
PERS
OK
Greeting:
RETRY
Ph:
CHNG
OK
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Chapter 6 Setting up skillset mailboxes 73
Ph:
RETRY
8
9
Enter the phone number (maximum 10 digits) that you are
assigning the Personalized mailbox greeting to.
Press OK or £ to accept the phone number.
OK
Lift your handset.
At the tone, record your greeting.
Press OK or £ to end the recording.
Record greeting:
RETRY
OK
Accept greeting?
RETRY PLAY
10 Press OK or £ to accept the greeting,
OK
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 skillset mailbox greeting
If you no longer need a Personalized mailbox greeting, you can delete it.
To delete a Personalized mailbox greeting
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 °¤ to open the Greetings Options menu
Go to step 3
If you use the Norstar Voice Mail interface:
•
•
•
Press ADMIN or °
Press GREET or ¤
Go to step 3
Greeting options
REC CHOOSE CFWD
3
4
5
Press REC or ⁄.
Greeting:
Press PERS or ‹ to choose a Personalized mailbox greeting.
PRIME
ALT
PERS
OK
Greeting:
RETRY
Enter the Personalized greeting number (1, 2, or 3) that you want to
delete.
Ph: XXXXXXX
CHNG DEL
6
7
Press DEL or ¤ to delete the greeting.
OK
Press ® to end the session.
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Checking skillset mailboxes for messages
Frequently check the skillset mailboxes for messages. Only one agent can retrieve messages from
each skillset mailbox at a time.
If different agents access the messages in the skillset mailbox throughout the day, each agent
should:
•
•
•
•
listen to the message
write down what the message says
erase the message
return the caller’s telephone call
If the caller is not available, the agent can try again later or pass the message on to another agent.
If the agent who listens to the message erases the message after writing down what it says:
•
•
•
the next agent does not waste time listening to the same message
the next agent knows if the callback was successful or not
only one agent contacts the caller
If only one agent is responsible for retrieving messages at your call center, this agent does not need
to transcribe and delete each message before callback. This agent handles messages and knows the
status of the old messages.
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Playing skillset mailbox messages
Use the procedure for playing messages that corresponds to the interface you use:
•
•
To play skillset mailbox messages - Norstar Voice Mail
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 nine 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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Playing skillset mailbox messages - Norstar Voice Mail
Option
Button
Available Available Description
while
after
playing
playing
Forward
Advances the message nine seconds and continues
playing from that point. A message can be forwarded as
many times as required.
‹
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.
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2
You can retrieve a deleted message only if you have not quit the session in which you deleted
it. For information about retrieving deleted messages refer to “Retrieving erased messages” on
page 78”.
3
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
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.
·
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Playing skillset mailbox messages - CallPilot
Available
during and
after
Option
Button
playing
Description
Help
Offers a Help menu.
•
Reply
Replies to a message.
‡⁄
‡¤
‡‹
‡›
‡fl
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 76.)
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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Chapter 6 Setting up skillset mailboxes 79
Replying to messages
You can reply to internal and external callers. You can reply to an external caller if your company
subscribes to CLID.
The messages you record must be longer than three seconds. The system times out after five
seconds of silence.
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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Chapter 6 Setting up skillset mailboxes 81
Replying to an external caller
You can reply to an external caller if your company subscribes to a Caller ID service and the
skillset mailbox has an outdial method assigned to it. For information about outdial method refer
option you must play the message.
Use the procedure that applies to the interface you use.
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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83
Chapter 7
Off-premise Message Notification
About Off-premise Message Notification
Off-premise Message Notification notifies you or a designated agent when there are new or urgent
messages in the skillset mailbox. You can receive Off-premise Message Notification at any tone
dial telephone number, pager or extension.
Note: Set up Off-premise Message Notification for non-business hours. Then
Off-Premise Message Notification does not consume a Reserved or voice channel during
busy periods.
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 phone first when there is a message in
the skillset mailbox. If there is no answer, Call Center waits five minutes and calls your car phone
again. If there is still no answer, Call Center calls your car phone a third time. If there is no answer
after three calls, Call Center calls the your home phone. 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 phone 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 a 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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84 Chapter 7 Off-premise Message Notification
Assigning an outdial method to a skillset mailbox
The outdial method determines which line, line pool or route code the system uses for Off-premise
Message Notification.
The default for outdial method is None. You must assign an outdial method before you can use an
external telephone or a pager as an Off-premise Message Notification destination.
For more information on line pools and route codes, refer to your system documentation.
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
1
2
Start CallPilot Manager.
Click the Mailbox Administration heading.
The Mailbox List page appears.
3
Click the Change link for the skillset mailbox you want to set up an outdial route for.
The Mailbox page for the mailbox appears.
4
5
From the Outdial Type list box select the type of outdial method you want to use.
If you use a line or a line pool, in the Line/Pool# type the number of the outgoing line or line
pool number you want to assign to the skillset mailbox for outdialing.
6
Click the Submit button.
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Chapter 7 Off-premise Message Notification 85
Off-premise Message Notification parameters
You can set up the parameters for Off-premise Message Notification from any tone dial phone.
The parameters are:
•
•
•
destination type (phone, extension or pager)
destination number (phone, extension or pager)
time range for receiving calls at phone numbers or extensions (Pagers are notified any time
there is a qualifying message.)
•
types of message you want to receive (all new messages or just urgent messages)
Note: The restrictions that apply to your phone line also apply to Off-premise Message
Notification numbers. For example, if you cannot dial long distance phone numbers
from your phone, you cannot have a long distance Off-premise Message Notification
destination number.
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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 phone number
an extension
a pager
To set up Off-premise Message Notification to a phone 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
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Destination:
PHONE EXT PAGER
Press PHONE or ⁄ to choose a phone number destination.
Ph:
RETRY
Enter the destination phone number and press OK or £. The
destination phone number is a maximum of 30 digits.
OK
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Chapter 7 Off-premise Message Notification 87
<x>
ADD
6
Press OK or £ to accept the destination phone number represented
by <x>
OK
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
9
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
PM or ¤.
RETRY
AM
<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.
<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.
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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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Chapter 7 Off-premise Message Notification 89
To set up Off-premise Message Notification to an extension
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
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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<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 you 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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Chapter 7 Off-premise Message Notification 91
About setting up Off-premise Message Notification to a pager
number
Example of a destination pager number
If you are assigning a pager destination number from behind a PBX, remember to insert a ·
(depending on your system) before the £ to access an outside line.
There is a combined limit of 30 characters for the pager phone number and the pager message.
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 phone 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 phone 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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Msg notify
ADMIN SELECT
3
4
5
6
Press ADMIN or ⁄ to set up Off-premise Message Notification.
Destination:
PHONE EXT PAGER
Press PAGER or ‹ to select a pager number destination.
Pager:
RETRY
Enter the destination pager number and press OK or £.
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 phone 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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Chapter 7 Off-premise Message Notification 93
To set up Off-premise Message Notification to more than one
destination
You can receive notification of a message at a maximum of five different destination numbers.
The following steps show you how to enter a phone number destination and then add a pager
destination for the first time.
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
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 phone number.
Ph:
RETRY
Enter the destination phone number and press OK or £. The
destination phone number cannot be longer than 30 digits.
OK
OK
<x>
ADD
Press OK or £ to accept the destination phone 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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<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 phone 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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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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Changing Off-premise Message Notification
You can change the parameters and destinations for Off-Premise Message Notification. Refer to
“Off-premise Message Notification parameters” on page 85 for more information about
parameters.
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 phone to an extension, pager or another phone number
from a pager to an extension or phone
from a phone 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 96 for the appropriate procedure.
More dest?
5
Press NO or £ to continue.
YES
NO
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Chapter 7 Off-premise Message Notification 97
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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To change the destination from phone to another destination
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
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 phone 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 phone 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
9
Press NEXT or £ to continue
or
press CHNG or ⁄ to change the destination, and repeat steps 6
through 8.
NEXT
More dest?
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.
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Chapter 7 Off-premise Message Notification 99
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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To change the destination from pager to phone or extension
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
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 a review of 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 phone 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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Chapter 7 Off-premise Message Notification 101
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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To change the destination from phone or extension to pager
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
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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Chapter 7 Off-premise Message Notification 103
Show:<xxxx>
CHNG
8
9
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
press CHNG or ⁄ to change the pager message.
The combined limit is 30 characters for the pager phone number
and the pager message.
NEXT
Notify: pager
CHNG
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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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>
DEL INS
5
6
Press DEL to delete the first destination number.
QUIT
NEXT
Notify1:<x>
CHNG OTHR
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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Chapter 7 Off-premise Message Notification 105
Adding a destination number
Use this procedure if you have set up Off-premise Message Notification and you want to add
another destination number. You can have up to five destination numbers.
To add a destination number
1
Press ≤·°⁄.
Follow the voice prompts or the display button options to open the
skillset mailbox.
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
91.
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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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107
Chapter 8
Recording Call Center Greetings
About Call Center greetings
Call Center greetings encourage callers to stay on the line until an agent is available. You can
record greetings in different languages and change them as often as you like.
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
greetings you can record, depending on which Call Center you use.
Examples 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 informs callers that 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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A transfer greeting lets a caller transfer their call.
Transfer greeting
“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 zero. An agent will return your call when we
re-open. Thank you for calling.”
EWT greetings notify callers of their expected wait time in a skillset.
Expected Wait Time greeting
“Based on the current volume of calls, the next agent will be available in two
minutes.”
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Chapter 8 Recording Call Center Greetings 109
Recording a Call Center greeting
Before you record a greeting, write the greeting out so that you include everything that you want to
say.
We recommend that you record greetings that are a maximum of 20 seconds long. If your
greetings are longer than 20 seconds, callers must wait in a skillset a longer time before they hear
another greeting.
To record a Call Center greeting
1
2
Click the Call Center heading.
Click the Greetings link.
The Call Center Greetings page appears.
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3
Click the Voice link for the number of the greeting you want to record.
The page you can record a greeting from appears. If you use CallPilot 100/150, the import and
export options do not appear.
4
In the Connect to box, type the extension number or telephone number you are using to record
the greeting.
For a local extension, type the extension number. For a telephone number that is not a local
extension, type the sequence of digits that dial the telephone number from the voicemail
system. For example, you might need to dial 9, the area code, and then the telephone number.
For a telephone number that is not a local extension, the number you dial must use a
destination code. For more information about destination codes, refer to your telephony
System Administrator.
5
6
7
Click the Dial button.
The telephone rings.
Pick up the handset. Do not use Handsfree. Click the Record button. After the tone, record
your greeting.
After you finish recording, click the Stop button.
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Chapter 8 Recording Call Center Greetings 111
8
9
To listen to the recording, click the Play button
or
to save the recording, click the Save button.
The recording replaces a previously recorded greeting.
Click the Close button and replace the telephone handset.
Note: You can disconnect the telephone by clicking the Hang Up button or replacing
the telephone handset. The next time you use Play or Record, the phone number
shown in the Connect to box is dialed. You do not need to hang up each time. The
connection remains for several minutes, even if you close the page. You can access
another greeting without having to re-answer your telephone. The connection
disconnects after several minutes of inactivity, or if you log off CallPilot Manager.
10 If you are recording a greeting, you use Business Communications Manager and you want to
enter a caption for the greeting, click the Refresh button on your browser.
11 Click the Add Caption link for the greeting.
The Greeting Caption page appears.
12 In the Greeting box type a descriptive name for the greeting.
The greeting caption can be a maximum of 30 characters.
13 Click the Submit button.
Note: If you want to change the Greeting Caption, click the Change Caption link and
make your changes.
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Importing a Call Center greeting
If you use Professional Call Center on Business Communications Manager you can import a
previously recorded greeting. You cannot import a previously recorded greeting if you use
CallPilot 100/150.
The WAV file format must be:
• Bit Rate - 8 KHz
• Audio sample size - 16 bit
• Channels - 1 (mono)
• Audio format - PCM
To import a previously recorded greeting
1
2
Click the Call Center heading.
Click the Greetings link.
The Call Center Greetings page appears.
3
4
Click the Voice link for the number of the greeting you want to record.
The page you can record a greeting from appears.
If you know the location of the greeting, in the Import box type the location of the file and
click the Send button
or
if you do not know the location of the greeting, at the Import option click the Browse button
and follow steps 6 through 9.
The Open dialog box appears.
5
6
7
8
9
From the Look in list, select the location of the file.
In the File name box, type the file name.
From the Files of type list, select the file type.
Click the Open button.
Click the Send button.
10 To play the greeting, in the Connect to box type an extension or telephone number and click
the Play button.
Your telephone rings.
11 Answer the telephone to listen to the greeting.
12 Click the Save button to save the greeting.
The greeting you save replaces the previously recorded greeting.
13 Click the Close button and replace the telephone handset.
14 If you use Business Communications Manager, you can enter a caption for the greeting.
Click the Refresh button on your browser.
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Chapter 8 Recording Call Center Greetings 113
15 Click the Add Caption link for the greeting.
The Greeting Caption page appears.
16 In the Greeting box type a descriptive name for the greeting.
The greeting caption can be a maximum of 30 characters.
17 Click the Submit button.
Note: If you want to change the Greeting Caption, click the Change Caption link and
make your changes.
Exporting a Call Center greeting
If you use Professional Call Center on Business Communications Manager, you can export a
previously recorded greeting to a computer file in WAV or in its native format. You cannot export
a previously recorded greeting if you use CallPilot 100/150.
Export the greeting in its native format if you want to re-import the file later. You can re-import
the file to your system or another Call Center or CallPilot system. Export the file in its native
format if you want to use the same greetings at different company locations. If you keep the file in
its native format, you avoid converting the file to another format, which can lessen its sound
quality.
Export the greeting in WAV format if you want to edit the sound file on your computer.
To export a previously recorded greeting
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Greetings link.
The Call Center Greetings page appears.
4
5
6
7
Click the Voice link for the number of the greeting you want to export.
The page you can export a greeting from appears.
At the Export option click either the Native Encoding or WAV Encoding link.
The File Download dialog box appears.
Click Save this file to disk and click the OK button.
The Save As dialog box appears.
From the Save in list box, navigate to where you want to save the file and click the Save
button.
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Chapter 9
Setting up Intelligent Routing
About Intelligent routing
Intelligent routing gives you tremendous flexibility in controlling how calls are routed.
Intelligent routing includes these methods for moving a call, based on various conditions:
•
the ability to route calls according to Multimedia Call Center, CLID/ANI,
DNIS, ISDN Calling Number
Intelligent CLID/DNIS
Routing
•
•
•
this routing is applied when the call first enters the Call Center
is available if you use Professional Call Center
for information on CLID/DNIS routing, refer to “Setting up CLID/DNIS
•
•
the ability to route calls to the Automated Attendant, a CCR Tree, an
operator or a skillset mailbox
Intelligent Caller Input
Routing, Basic
this routing is applied when callers press a key in response to
instructions in a greeting
•
includes the Basic capabilities plus the ability to create rules that route
calls to other skillsets and locations depending on the caller input
Intelligent Caller Input
Routing, Advanced
•
•
lets you change the priority of the call
is available if you use Professional Call Center
•
routes calls to extensions, mailboxes, external phone number, the
Automated Attendant, the skillset mailbox or CCR Tree as a transfer
target
Intelligent Overflow Routing
•
lets you change the priority of the call
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.
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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.
Action
When Intelligent Overflow Routing determines that a condition is met for the call, the call goes to
the destination you specify. Possible actions are:
•
•
moving the call to a new skillset.
The caller hears the greetings for the new skillset.
overflowing the call to one or more skillsets.
The caller continues to hear the greetings from the original skillset.
•
•
sending the call to the skillset mailbox
transferring the call to an extension, external number, mailbox, skillset mailbox, Automated
Attendant, CCR Tree or operator
•
changing the priority of the call
Note: Note: if an overflow step is configured for No Agents, the overflow rule executes
right away, and even a forced greeting will not play. If you want to play the greeting,
configure a timer with the No Agents rule.
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Examples of Intelligent Overflow Routing rules
Intelligent Overflow Routing gives you flexibility in setting the rules for how calls are handled.
The following tables show examples of different ways you can configure Intelligent Overflow
Routing rules.
Example 1
In this example, calls to the call center go to skillset 1, which is the company’s service department.
If a call is not answered by an agent within two and a half minutes, the call overflows to skillsets 2
and 3, the sales department skillsets. An agent from any of the three skillsets can answer the call.
The Call Center Administrator:
•
•
•
•
selects the Day service mode
sets the timer for 2 minutes and 30 seconds
selects Overflow to Skillset as the action
selects skillsets 2 and 3
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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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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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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Assigning Intelligent Overflow Routing to a skillset
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
Click the Overflow link for the skillset you want to add Intelligent Overflow Routing to.
The Overflow Rule Table page appears.
5
Click the Insert link for Rule 1.
The Overflow Rule page appears.
6
From the Service Mode list box select Day, Night or 24 Hour.
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Chapter 9 Setting up Intelligent Routing 123
7
8
Select the Timer check box if you want Intelligent Overflow Routing to time how long the
call waits, and enter the time that a call waits in the skillset before it goes to the destination
that you specify.
Select the Agents Not Logged In check box to if you want Intelligent Overflow Routing to
check whether there are agents logged on to the skillset
or
do not select the Agents Not Logged In check box and Intelligent Overflow Routing does not
check to see if agents are logged on to the skillset.
9
At the Action option, select the destination for calls:
•
to send the call to another skillset, select Move to Skillset, and from the list box select the
skillset you want to move to call to. If you also want to change the priority of the call,
from the New Call Priority list box select a new priority for the call. The default is 10.
•
•
to send the call to the skillset mailbox, select Send to Skillset Mailbox
to overflow the call to another skillset:
— Select Overflow to Skillset and click the Specify link.
The Overflow to Skillset Configuration page appears.
— Select the check box for the skillset you want to overflow to, and click the Submit
button.
— If you want to change the priority of the call, from the New Call Priority list box
select a new priority for the call. The default is 10.
•
•
•
to transfer the call to an extension, select Transfer to Extension and enter the extension
number
to transfer the call to a mailbox, select Transfer to Mailbox and enter the mailbox
number
to transfer the call to an external number:
— Select Transfer to External
— Enter the external number
— From the Outdial Method list box select Line, Pool or Route
— If you select Line or Pool, enter the line or line pool number
•
to transfer the call to the Automated Attendant, select Transfer to Auto Attendant and
select a Greeting Table from the list box, or None if you want the to call transfer to the
default Automated Attendant prompt.
•
•
to transfer the call to an operator select Transfer to Operator
to transfer the call to a CCR Tree, select Transfer to CCR and from the list box select the
number of the CCR Tree you want to transfer the call to
Note: You or the System Administrator must set up a CCR Tree before you can
select it. For how to set up a CCR Tree, refer to the CallPilot Manager Set Up and
Operation Guide.
10 Click the Submit button.
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Moving an Intelligent Overflow rule
After you create an Intelligent Overflow rule, you can move it to another location in the Overflow
Rule Table. Intelligent Overflow rules are applied to calls in the order that the rules appear in the
Overflow Rule Table.
To move a rule
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
Click the Overflow link for the skillset that has the rule you want to move.
The Overflow Rule Table page appears.
5
Click the Move link for the rule you want to move.
The Overflow Rule Table - Move page appears.
6
7
Click the Here link for the location you want to move the rule to.
The Overflow Rule Table page shows the rule in its new location.
Click the Close button.
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Modifying an Intelligent Overflow Rule
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
5
Click the Overflow link for the skillset with the rule you want to modify.
The Overflow Rule Table page appears.
Click the Modify link for the rule you want to modify.
The Overflow Rule page appears.
6
7
Change the mode, conditions or actions for the rule.
Click the Submit button.
The modified rule appears in the Overflow Rule Table page.
8
Click the Close button.
Deleting an Intelligent Overflow Rule
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
5
6
7
Click the Overflow link for the skillset with the rule you want to delete.
The Overflow Rule Table page appears.
Click the Delete link for the rule you want to delete.
A message appears that asks you to confirm the deletion.
Click the OK button.
The rule is deleted from the Overflow Rule Table page.
Click the Close button.
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Chapter 10
Setting up Routing Tables
About Routing Tables
Routing tables determine how the system answers, holds and routes incoming calls to agents in
your call center. You set up routing tables to handle incoming calls for each skillset. A call in a
skillset receives the treatment specified by the routing table. The treatment can be a combination
of greetings, transfers, distribution, and being on hold. If an agent becomes available, the call is
sent to the available agent.
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.
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 so it detects 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.
If you have a Business Communications Manager system and use Expected Wait Time, all
greetings in the EWT table must be greater than 11 seconds to support fax detection.
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As you create routing tables, each table shows whether it detects faxes.
This routing table detects fax calls.
Its first step is a Greeting step:
•
•
•
that is 11 seconds or longer
that is Forced Play
that does not have a transfer
This routing table does not guarantee fax
detection.
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Chapter 10 Setting up Routing Tables 129
Expected Wait Time
Expected Wait Time (EWT) is a greeting step that plays an expected wait time greeting to the
caller. With EWT you can play a greeting based on the expected wait time of the call in a skillset.
If you use Multimedia Call Center, the expected wait time is displayed in the caller’s browser.
Each EWT greeting table can contain up to 11 greetings. Up to 10 of these are wait time intervals
that you define with greetings for the expected wait time. The last greeting is a general greeting
that can cover any wait time situation. This is the greeting that plays when there are no wait time
intervals defined or if the EWT exceeds all the configured wait time intervals.
If you use Professional Call Center you can create a maximum of 20 EWT Tables. If you use Basic
Call Center you can create a maximum of 5 EWT Tables.
Note: If you use a CallPilot system, Expected Wait Time is not available.
How EWT is computed is based on:
•
Average call duration: the time when a caller is on the phone with an agent. This is an average
for a predefined number of calls, based on the settings for the skillset.
•
Number of higher priority calls ahead of the caller in all the skillsets that the same agents are
assigned to.
•
•
Number of agents in a skillset
Availability of agents for a skillset’s calls
How to set up EWT
To set up EWT you:
1
2
3
4
Record EWT Greetings.
Set up the EWT Table.
Create a Greeting step that uses an EWT Table.
Set the EWT parameters.
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Recording EWT greetings
The first step in setting up an EWT Table is recording EWT greetings. EWT greetings notify
callers of their expected wait time in a skillset. Refer to “Recording a Call Center greeting” on
Examples of EWT greetings
Greeting 100
Based on the current volume of calls, the next agent will be available in a
minimum of two minutes.
Greeting 101
Greeting 102
The expected wait time for your call is approximately three minutes.
We’re experiencing higher than normal call volumes. You will be waiting
approximately five minutes.
Greeting 103
Greeting 150
The expected wait time for your call is approximately ten minutes.
Thank you for continuing to hold. We are experiencing high call volumes.
Please stay on the line and your call will be answered by the next available
agent.
In this example, greetings 100 - 103 are wait time intervals.
Greeting 150 is the last greeting in the table that covers any wait time situation.
All of the options available for a normal Greeting Step are available for the EWT greeting, such as
Forced Play and Basic and Advanced Intelligent Caller Input Routing. Callers can interrupt an
EWT greeting the same way they interrupt a normal greeting.
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Setting up an EWT Table
1
Click the Call Center heading.
2
Click the Expected Wait Time Tables link.
The EWT Greeting Tables page appears. If you use Professional Call Center you have 20
EWT Greeting Tables. If you use Basic Call Center you have 5 EWT Greeting Tables.
3
Click the Create link.
The EWT Greeting Table page appears.
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4
Click the Add button.
The Wait Time Interval page appears.
5
In the Wait Time Interval box enter the first EWT value in the format hh:mm:ss where:
•
•
•
hh is number of hours from 0 – 24
mm is number of minutes from 0 – 59
ss is number of seconds from 0 – 59
Each EWT table has a maximum of eleven entries: 10 wait time intervals and 11 greeting
numbers. You enter a wait time and choose a greeting that plays during the wait time.
Greetings must be recorded before you can select them for an EWT interval.
6
7
In the Greeting ID box enter the greeting number you want to use for this EWT.
Click the Submit button.
The EWT Greeting Table page appears.
8
9
At the bottom of the table, click the Change link for After all times above.
The After all times above page appears.
In the Greeting ID box enter the number of the greeting you want to use if the EWT exceeds
the configured wait time intervals.
Note: The after all the times above value is mandatory. You must enter a value for
the greeting that plays if the EWT exceeds the configured wait time intervals.
10 Click the Submit button.
The EWT Greeting Tables page appears.
11 Click the Close button.
The EWT Greeting Tables page appears.
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Chapter 10 Setting up Routing Tables 133
12 If you use Business Communications Manager, you can enter a caption for the table.
Click the Add Caption link.
The EWT Table Caption page appears.
13 In the EWT Table box type a descriptive name for the table, for example Peak Hours.
The caption can be a maximum of 30 characters.
Note: If you want to change the Greeting Caption, click the Change Caption link and
make your changes.
14 Click the Submit button.
You can now use this EWT Table in a Greeting step of a Day or Night routing table.
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Deleting an EWT Table
Before you can delete an EWT Table that is used by a routing table you must disable the skillset
that uses the EWT Table. If you want to delete an EWT Table that is not referenced by a skillset,
start at step 10.
1
2
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
3
4
5
6
7
8
9
Click the Disable link for the skillset you want to disable.
A message appears that asks you to confirm the request to disable the skillset.
Click the OK button.
On the Skillset List page in the Status column the skillset changes from Enabled to Disabled.
Click the Day or the Night link for the skillset with the EWT Table you want to delete.
The Day or the Night Routing Table page appears for the skillset.
Click the Modify link for the Greeting step that contains the EWT Table.
The Routing Step page appears.
Make the changes you want to the Greeting step so that it does not reference the EWT Table
you want to delete.
Click the Submit button.
The changed step appears in the Routing Table list.
Click the Close button to return to the Skillset List page.
10 Click the Expected Wait Time Table link.
The EWT Greeting Tables page appears.
11 Click the Delete link for the EWT Table you want to delete.
A message appears that asks you to confirm the deletion.
12 Click the OK button.
Note: When you delete an EWT Table, you delete its contents. The number of EWT
Tables does not decrease. Your EWT greetings are not be deleted when you delete an
EWT Table.
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Changing an EWT Table
1
2
3
Click the Expected Wait Time Table link.
The EWT Greeting Tables page appears.
Click the Change link for the table you want to change.
The EWT Greeting Table page appears.
Click the Change link for the EWT rule you want to change.
The Wait Time Interval page appears.
4
5
Modify the Wait Time Interval or greeting number.
Click the Submit button.
The changed EWT rule appears in the EWT Table.
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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
Distribute for
Goto
An EWT Greeting step uses the EWT Table you select to play estimated
wait time messages to callers. EWT greeting steps act the same as
greeting steps.
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.
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.
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 leaves 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 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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Chapter 10 Setting up Routing Tables 137
Greeting step parameters
You can assign these parameters to greeting steps. If the first step in a routing table is a Greeting
step, it can detect fax calls and route them to the skillset mailbox for the routing table. For more
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
•
•
•
•
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.
Advanced Intelligent Caller Input Routing is available if you use
Professional Call Center.
Intelligent Caller Input
Routing, Advanced
Intelligent Caller Input Routing, Advanced uses the Caller Input Rules you
create to change the priority and route calls to other skillsets or locations
based on caller multi-digit DTMF input.
Callers enter a sequence of DTMF digits such as a charge card number or
passcode. The caller input is used to determine call treatment. Based on
the caller input, the call can change in priority and/or be routed to:
•
•
•
•
•
•
•
•
the Automated Attendant
the Operator
the skillset mailbox
a CCR Tree
a mailbox
an extension
an external number
another skillset
Intelligent Caller Input Routing, Advanced parameters:
•
Retries is 0-5, default is 2. This is the number of times a Data Entry step
repeats itself on a caller entry error.
•
Number of Caller Input Rule tables is equal to the number of available
skillsets.
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
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Adding a Greeting step
Greeting steps play a message to waiting callers.
To add a Greeting step
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillsets List page appears.
4
Click the Day or the Night link for the skillset to which you want to add a greeting step.
The Day or the Night Routing Table page appears.
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Chapter 10 Setting up Routing Tables 139
5
Click the Insert link.
The Routing Step page appears.
6
7
At the Step Type option, select Greeting and enter the greeting number you want to use
or
if you want to use Expected Wait Time greetings, select EWT Greeting Table and from the
list select the EWT Table you want to use.
If you have entered a greeting caption for the greeting or the EWT Greeting Table, the caption
name appears.
If you want the caller to listen to the entire message before they transfer to an agent, select the
Forced Play check box.
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8
At the Intelligent Caller Input Routing option, select how you want callers to be able to
transfer their calls:
•
•
Select None if you do not want callers to be able to transfer their calls.
Select Basic if you want callers to be able to transfer to the Automated Attendant,
operator, skillset mailbox or a CCR Tree. Select the transfers available to callers:
— Select the Auto Attendant check box if you want callers to be able to transfer to the
Automated Attendant. By default callers press ⁄ to transfer to the Automated
Attendant. and select a Greeting Table to transfer the call to, or select None to transfer
the call to the default Auto Attendant prompt. You can assign a different dialpad
button by selecting a number from the list box.
— Select the Operator check box if you want callers to be able to transfer to the
Operator. By default callers press ‚ to transfer to the Operator. You can assign a
different dialpad button by selecting a number from the list box.
— Select the Skillset Mailbox check box if you want callers to be able to transfer to the
skillset mailbox. By default callers press · to transfer to the skillset mailbox. You
can assign a different dialpad button by selecting a number from the list box.
— Select the CCR check box if you want callers to be able to transfer to a CCR Tree.
By default callers press ¤ to transfer to a CCR Tree. You can assign a different
dialpad button by selecting a number from the list box. From the Tree list box select
the CCR Tree you want callers to transfer to.
Note: You or the System Administrator must set up a CCR Tree before you
can select it. For how to set up a CCR Tree, refer to the CallPilot Manager Set
Up and Operation Guide.
•
Select Advanced if you want callers to be able to enter multiple digits such as a passcode
or a credit card number. Advanced is available only if you use Call Center Professional.
Select the Advanced parameters:
— From the Retries list box select the a number between 0 and 5.
The default is 2. This is the number of times a Data Entry step repeats itself on a caller
entry error.
— From the Caller Input Rules Table list box select a table. This is the rules table used
for processing this route step.
You must have created rules in the Caller Input Rules Table. For more information,
9
Click the Submit button.
The Greeting step appears in the Routing Table list.
10 Click the Close button to return to the Skillset list.
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Chapter 10 Setting up Routing Tables 141
Adding a Distribute for step
Distribute for steps put callers on hold while they wait for an agent.
To add a Distribute for step
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
5
Click the Day or the Night link for the skillset you want to add a distribution step to.
The Day or Night Routing Table page appears for the skillset.
Click the Insert link for the step you want to add a Distribute for step to.
The Routing Step page appears.
6
7
Click the Distribute for option.
In the Distribute for box enter the longest time in minutes and seconds that callers can wait on
hold in this step.
8
9
Click the Submit button.
The Distribute For step appears in the Routing Table list.
Click the Close button to return to the Skillset list.
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142 Chapter 10 Setting up Routing Tables
Adding a Goto step
Goto steps send a caller to another step in the routing table. You can add a Goto step only to the
end of a routing table.
To add a Goto step
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset link.
The Skillset List page appears.
4
5
Click the Day or the Night link for the skillset you want to add a Goto step to.
The Day or the Night Routing Table page appears.
Click the Insert link for the step you want to add a Goto step to.
The Routing Step page appears.
6
7
Click the Goto Step option.
From the Goto Step list box select the number of the Routing Table step you want to send
callers to.
8
9
Click the Submit button.
The Goto step appears in the Routing Table list.
Click the Close button to return to the Skillset List page.
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Chapter 10 Setting up Routing Tables 143
Adding a Transfer step
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
5
6
Click the Day or the Night link for the skillset you want to add a Transfer step to.
The Day or the Night Routing Table page appears.
Click the Insert link for the step you want to add a Transfer step to.
The Routing Step page appears.
Select where you want to transfer the call to:
•
•
•
if you want to transfer the call to an extension, select Transfer to Extension and enter the
extension
if you want to transfer the call to a mailbox, select Transfer to mailbox and enter the
mailbox number
if you want to transfer the call to an external number:
— select Transfer to external and enter the external number
— from the Outdial Method list box select Line, Pool or Route
— if you select Line or Pool, in the Line/Pool# box enter the line or line pool number
•
if you want to transfer the call to the Automated Attendant, select Transfer to Auto
Attendant. From the list box you can select the Greeting Table you want to transfer calls
to, or None.
•
•
if you want to transfer the call to the operator, select Transfer to Operator
if you want to transfer the call to a CCR Tree, select Transfer to CCR and from the list
box select the number of the CCR Tree you want to transfer the call to.
Note: You or the System Administrator must set up a CCR Tree before you can
select it. For how to set up a CCR Tree, refer to the CallPilot Manager Set Up and
Operation Guide.
7
8
Click the Submit button.
The Transfer step appears in the Routing Table list.
Click the Close button to return to the Skillset list.
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Adding a Disconnect step
Disconnect steps release a call from the skillset it is in. If the first step in a routing table is a
Disconnect step, Call Center does not answer the call.
To add a disconnect step
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillsets List page appears.
4
5
Click the Day or the Night link for the skillset you want to add a disconnect step to.
The Day or the Night Routing Table page appears.
Click the Insert link for a step in the routing table.
The disconnect step is added before this step. To add the disconnect step to the end of the
routing table, click the Insert link for the End step. If the Routing Table is full the End step
does not appear.
The Routing Step page appears.
6
7
Click the Disconnect option.
Click the Submit button.
The Disconnect step appears in the Routing Table list.
8
Click the Close button to return to the Skillset List page.
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Chapter 10 Setting up Routing Tables 145
Assigning Routing Table hours of operation
To assign the routing table hours of operation for each day of the week, you set the start times for
the Day and Night Routing Tables for each skillset. The start times determine which routing table
is used for the skillset.
You can also leave the default as 24 hour operation. If you select 24 hour operation, the skillset
uses the Day Routing Table only for that day.
To assigning hours of operation to a skillset
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
Click the Service Mode link for the skillset you want to set up.
The Skillset Service Mode page appears.
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5
For each day of the week set the hours of operation for the skillset:
•
•
•
to have the skillset operate in 24 hour mode, leave the 24 hr Service check box selected
for that day
to set the start time for the Day Routing Table, in the Day Start Time box enter the start
time in 24 hour format
to set the start time for the Night Routing Table, in the Night Start Time box enter the
start time in 24 hour format
6
Click the Submit button.
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Chapter 10 Setting up Routing Tables 147
Setting the Service Mode for skillsets
You must set the Service Mode the skillset uses so that calls are answered correctly.
Before you set the Service Mode you must:
•
•
configure a skillset
set up at least a Day Routing Table for the skillset
The default Call Center Service Mode is 24 hour operation. You can change the hours of operation
using the Operator Feature Code (≤·°¤). 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 Auto Service Mode to the skillset.
Auto
Day
The skillset uses the Auto Service mode and the Day Routing Table.
You must configure the Day Routing Table before you can assign the Auto 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 Auto 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 a 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 and 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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Mode 1: Auto
CHNG VIEW
4
The display shows the Service Mode for skillset 1.
In this example, skillset 1 is in Auto mode.
NEXT
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.
Mode 2: Day
CHNG
5
The display shows the Service Mode for skillset 2.
In this example, skillset 2 is in Day mode.
Press CHNG if you want to change the Service Mode to Day or Night
or
NEXT
press NEXT to view the next skillset.
While you view the skillsets, you can press:
•
⁄ and then enter the skillset number to view a specific
skillset. If you use Basic Call Center you have 2 skillsets. If you
use Professional Call Center you have 50 skillsets.
— If you want to view a skillset from 1 - 9, enter the
skillset number and then press OK.
— If you want to view a skillset from 10 - 50, just enter
the number of the skillset.
— If you want to return to the previous display press QUIT.
— If you want to re-enter the skillset number, press RETRY.
•
•
•
›to view the previous skillset.
‹, fl, £ or NEXT to view the next skillset
• to exit
6
The session ends when you press • or ®.
Note: Remember to manually choose the Day Routing Table or the Auto Service Mode
when your business returns to regular hours.
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Chapter 10 Setting up Routing Tables 149
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
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List link appears.
4
5
Click the Day link for Skillset 1.
The Day Routing Table page appears.
Click the Insert link.
The Routing Step page appears.
Greeting 1 is assigned by default.
6
7
8
Select the Forced Play check box.
At the Intelligent Caller Input Routing option select None.
Click the Submit button.
The Greeting step appears as step 1 in the Day Routing Table list.
9
Click the Insert link for the End step.
The Routing Step page appears.
10 Click the Distribute for option.
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11 In the Distribute for box enter the time 01:00.
12 Click the Submit button.
The Distribute For step appears as step 2 in the Day Routing Table list.
13 Click the Insert link for the End step.
The Routing Step page appears.
The Greeting option is selected by default.
14 In the Greeting box type 2.
15 At the Intelligent Caller Input Routing option, select Basic.
The Auto-Attendant, Operator, Skillset Mailbox and CCR check boxes are selected by default.
The default DTMF digits for each destination are shown.
16 Click the Submit button.
The Greeting step appears as step 3 in the Day Routing Table page.
17 Click the Insert link for the End step.
The Routing Step page appears.
18 Select the Distribute for option.
The default time of 00:30 is shown in the Distribute for box.
19 Click the Submit button.
The Distribute for step appears as step 4 in the Day Routing Table list.
20 Click the Insert link for the End step.
The Routing Step page appears.
Greeting is selected by default.
21 In the Greeting box type 3.
22 At the Intelligent Caller Input Routing option select Basic.
23 Clear the Auto-Attendant, Skillset Mailbox and CCR check boxes so that just the Operator
check box is selected.
24 Click the Submit button.
The Greeting step appears as step 6 in the Day Routing Table list.
25 Click the Insert link of the End step.
The Routing Step page appears.
26 Select the Goto step option.
27 From the Goto step list box select 2.
28 Click the Submit button.
The Goto step appears as step 6 in the Day Routing Table list.
29 Click the Close button to return to the Skillset List page.
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Chapter 10 Setting up Routing Tables 151
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
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
5
Click the Night link for Skillset 1.
The Night Routing Table page appears.
Click the Insert link.
The Routing Step page appears.
The Greeting option is selected by default.
6
7
8
In the Greeting box, type 6.
At the Intelligent Caller Input Routing option, select Basic.
Click the Submit button.
The Greeting step appears as step 1 in the Night Routing Table list.
9
Click the Insert link for the End step.
The Routing Step page appears.
10 Select the Disconnect option.
11 Click the Submit button.
The Disconnect step appears as step 2 in the Night Routing Table list.
12 Click the Close button to return to the Skillset List page.
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Changing a Routing Table
You must disable a skillset before you can change its routing table.
To
Follow the procedure
Insert steps
Review steps
Modify steps
Delete steps
Reviewing Routing Table steps
You can review the steps for enabled skillsets.
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
Click the Day or Night link for the skillset whose routing table steps you want to review.
The Day or Night Routing Table page appears.
5
6
Click the View link to view the steps.
After you review the steps, click the Close button.
Modifying Routing Table steps
You must disable a skillset before you can modify its routing table steps.
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List heading.
The Skillset List page appears.
4
Click the Day or the Night link for the skillset with the routing table you want to change.
The Day or the Night Routing Table page appears for the skillset.
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Chapter 10 Setting up Routing Tables 153
5
Click the Modify link for the step you want to change.
The Routing Step page appears.
6
7
Make the changes you want to the routing table step.
Click the Submit button.
The changed step appears in the Routing Table list.
8
Click the Close button to return to the Skillset List page.
Deleting Routing Table steps
You must disable a skillset before you can delete its routing table steps.
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
4
5
6
7
Click the Day or the Night link for the skillset with the step you want to delete.
The Day or the Night Routing Table page appears for the skillset.
Click the Delete link for the step you want to delete.
A message appears that asks you to confirm the deletion.
Click the OK button.
The step is deleted from the Routing Table list.
Click the Close button to return to the Skillset List page.sss
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155
Chapter 11
Creating Caller Input Rules
If you use Professional Call Center, you can create Caller Input Rules that route calls to other
skillsets or locations based on caller multi-digit DTMF input. Caller Input Rules let you identify
callers depending on what kind of services your call center has. For example, callers can enter a
passcode to access a special service line. Refer to “An example of using Intelligent Caller Routing,
Advanced” on page 159 for an example of how to use Caller Input Rules in your call center.
If you use Professional Call Center you have 50 Caller Input Tables. You do not have Caller Input
Tables if you use Basic Call Center.
You can create up to 2,000 Caller Input Rules for each table. Each rule has a Match String, and an
Action. The Match String is the string of digits that is checked, and the Action is the routing
applied to calls that match the rule. The list of Caller Input Rules is sorted numerically by Match
String. If strings overlap, longer, more-specific strings appear before shorter, less-specific strings.
Note: When you record the greetings you want to use for Caller Input, include that the
caller must press £ after they enter their input. For example, "If you have a personal
identification number, please enter it now, followed by the # key."
Creating a Caller Input Rule
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Caller Input Rules link.
The Caller Input Rules Tables page appears.
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4
Click the Create link for the Caller Input Rules Table you want to add a rule to.
The Rule Table Properties page appears.
5
Select Fixed or Variable, depending on whether you want to create a rule that applies to a
dialstring of a fixed or variable length:
•
If you select Fixed, in the Fixed box enter the number of digits allowed.
The fixed length can be from 1 to 50 digits.
•
If you select Variable, in the Variable boxes type the minimum to the maximum range of
caller input digits. The minimum value must be 1 or greater. The maximum value must be
anything greater than the minimum value, up to 50.
6
7
Click the Submit button.
You return to the Caller Input Rules Tables page.
Click the Rules link for the table you want to create a rule for.
The Match Table page appears.
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Chapter 11 Creating Caller Input Rules 157
8
Click the Add button.
The Match Rule Setup page appears.
9
In the Match String box type the string you want to match.
You can use # and * as wildcard characters.
For information on using wildcard characters refer to “Using wildcard characters” on page
159.
10 Select an action for how you want to route the call:
•
if you want to transfer the call to another skillset:
— select Move to Skillset
— from the list box select the number of the skillset you want to transfer the call to.
— if you want to change the priority of the call, select a number between 1 and 20 from
the New Call Priority list box. The default is 10.
•
•
if you want to transfer the call to the skillset mailbox, select Send to Skillset Mailbox
if you want to transfer the call to an extension, select Transfer to Extension and in the
box type the extension number you want to transfer the call to
•
•
if you want to transfer the call to a mailbox, select Transfer to Mailbox and in the box
type the mailbox number you want to transfer the call to
if you want to transfer the call to an external number:
— select Transfer to External
— in the box type the number you want to transfer the call to
— from the Outdial Method list box select an outdial method
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— if you select Line or Pool, in the Line/Pool# box type the line or line pool number
used
•
if you want to transfer the call to the Automated Attendant, select Transfer to Auto
Attendant and select a Greeting Table to transfer the call to, or select None to transfer the
call to the default Auto Attendant prompt.
•
•
if you want to transfer the call to the operator, select Transfer to Operator
if you want to transfer the call to a CCR Tree, select Transfer to CCR and from the list
box select the number of the CCR Tree you want to transfer the call to
Note: You or the System Administrator must set up a CCR Tree before you can
select it. For how to set up a CCR Tree, refer to the CallPilot Manager Set Up and
Operation Guide.
•
if you want the call to remain in its skillset but you want to change the call’s priority
within the skillset, select Change Call Priority Only and from the New Call Priority list
box select a priority between 1 and 20 for the call. The default is 10.
11 Click the Submit button.
The rule you created appears in the Match Table.
Repeat steps 8 through 11 if you want to add another rule to the table
or
click the Close button to return to the Caller Input Rules Tables page.
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Chapter 11 Creating Caller Input Rules 159
Using wildcard characters
You can use the wildcard characters # and * in the match string:
•
•
# matches any single digit
* matches zero or more digits
When you use the * wildcard character:
•
•
•
it can appear only once in a match string
it can appear only at the end of a match string
it cannot be the only character in a match string
Some examples of using wildcard characters in the match string:
Matches all account numbers 111100 to 111199
Matches a credit card number with the correct number of digits
Matches all valid input greater than 1 character
1111##
########
#*
An example of using Intelligent Caller Routing, Advanced
The call center of Bridgestone Computers uses Intelligent Caller Routing, Advanced and Caller
Input Rules to give some callers access to a special service line. Bridgestone Computers uses
Professional Call Center, which gives them Intelligent Caller Routing, Advanced functionality.
Customers who purchase equipment that is under warranty have an eight-digit personal
identification number. When they call Bridgestone Computers’ service line and enter their
personal identification number, their call receives priority handling in the call center.
Here is how their call is handled:
1
The caller hears the greeting for the service line, which includes "If you have a personal
identification number, please enter it now, followed by the # key."
2
3
The caller enters their personal identification number.
If the caller enters their number incorrectly, the greeting can be repeated as many as three
times, which is the number of retries the Call Center Administrator has set for Retries in
Intelligent Caller Routing, Advanced.
4
5
If the caller enters their number correctly, Call Center compares the caller’s personal
identification number with the Match String in the rules for Rules Table 1.
For Rules Table 1, the Call Center Administrator created a rule of a fixed length of eight digits
because all personal identification numbers are eight digits long.
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6
The Call Center Administrator created three rules for Rules Table 1:
•
•
•
rule 4709####. Customers with servers have a personal identification number that begins
with 4709
rule 5709####. Customers with desktop computers have a personal identification number
that begins with 5709
rule 6709####. Customers with laptop computers have a personal identification number
that begins with 6709
7
8
The callers’ personal identification number is 67095233, which matches the rule for laptop
computers.
The Call Center Administrator set up the rules in Rules Table 1 with these Actions:
•
•
a match for 4709#### sends callers to skillset 1 (servers) and changes the call priority to 1
a match for 5709#### sends callers to skillset 2 (desktops) and changes the call priority
to 1
•
a match for 6709#### sends callers to skillset 3 (laptops) and changes the call priority to 1
9
The call enters skillset 3. Skillset 3 is the priority service skillset for laptops.
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Changing a Caller Input rule
You can change a caller input rule at any time. If you want to change the length for the rules in a
Caller Input table, refer to “Changing the rule length for a Caller Input Table” on page 162. If you
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Changing the rule length for a Caller Input Table
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Caller Input Rules link.
The Caller Input Rules Tables page appears.
4
5
Click the Change link for the table you want to change.
The Rule Table Properties page appears.
Make the appropriate change to the length. Select Fixed or Variable, depending on whether
you want to create a rule that applies to a dialstring of a fixed or variable length:
•
If you select Fixed, in the Fixed box enter the number of digits allowed.
The fixed length can be from 1 to 50 digits.
•
If you select Variable, in the Variable boxes type the minimum to the maximum range of
caller input digits. The minimum value must be 1 or greater. The maximum value must be
anything greater than the minimum value, up to 50.
6
Click the Submit button.
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Changing a Caller Input Rule
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Caller Input Rules link.
The Caller Input Rules Tables page appears.
4
5
Click the Rules link for the table that has the rule you want to change.
The Match Table page appears.
Click the Change link for the rule you want to change.
The Match Rule Setup page appears.
6
7
Make the changes you require to the Match String or Action.
Click the Submit button.
The Match Table page appears with the changed rule.
8
Click the Close button to return to the Caller Input Rules Tables page
or
repeat steps 5 through 7 to change another rule.
Deleting a Caller Input rule
You can delete a Caller Input rule at any time.
To delete a Caller Input rule
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Caller Input Rules link.
The Caller Input Rules Tables page appears.
4
5
6
7
Click the Rules link for the table with the rule you want to delete.
The Match Table page appears.
Click the Delete link for the rule you want to delete.
A message appears that asks you to confirm the deletion.
Click the OK button.
The rule is deleted from the Match Table list.
Click the Close button to return to the Caller Input Rules Tables page.
Clearing a Caller Input Rule Table
If you clear a Caller Input Rule Table, you delete all the rules and rule length information from the
table.
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To clear a Caller Input Rule Table
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the Caller Input Rules link.
The Caller Input Rules Tables page appears.
4
5
Click the Clear link for the table you want to clear.
A message appears that asks you to confirm the deletion.
Click the OK button.
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Chapter 12
Line administration
Before Call Center can answer an incoming line, you must assign the line to be answered by a Call
information on how many lines you can configure for your call center. 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
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 ≤·°¤.
Enter the Operator password, and then press OK.
OK
Choose option
OPER
2
3
4
5
Press OPER.
Press NEXT
Press NEXT.
MODE
NEXT
Atdt avail: N
CHNG
Business open: N
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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Configuring lines
You must disable a skillset and wait until there are no calls in the skillset before you can add lines
to it. You cannot add lines to a skillset while it is in use.
Note: Target lines that are assigned to a B2 skillset cannot have their DN
programmed as the Control DN of the skillset. This is restricted by the software.
The recommended setting for these lines is blank.
For information on how to program the prime extension, refer to the Business
Communications Manager Programming Operations Guide or 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 you choose zero rings,
the caller might hear one ring. Zero rings means the call is answered as soon as possible.
For 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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Chapter 12 Line administration 167
To configure a line
1
2
Start CallPilot Manager.
Click the Auto-Attendant heading.
The Lines Administration page appears.
3
Click the Change link for the line you want to assign to a skillset.
The Line Properties page appears.
4
5
6
From the Answer Mode list box, select Call Center.
In the Table/Skillset Number box type the number of the skillset you want to answer this line.
From the Number of rings box select the number of rings before Call Center answers.
You must select a number from 0 to 12.
7
Click the Submit button.
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Configuring several lines
1
2
3
Start CallPilot Manager.
Click the Auto-Attendant heading.
Click the Change Many Lines link.
The Change Many Lines page appears.
4
5
6
7
In the From box type the number of the first line to add.
In the To box type the number of the last line to add.
From the Answer Mode list box select Call Center.
In the Table/Skillset Number box type the number of the skillset you want to answer these
lines.
8
9
From the Number of rings list box select the number of rings before Call Center answers.
You must select a number from 0 to 12.
Click the Submit button.
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169
Chapter 13
Setting up Call Center general properties
Setting up Call Center includes assigning the language and setting up general Call Center
properties.
You can generate a System Configuration Report to see a snapshot of your Call Center settings.
You can enable Software Authorization Codes if you want to increase the number of agents at your
call center or enhance your call center with options such as Multimedia Call Center.
Assigning the Call Center language
The languages available for Call Center are the languages that are available for CallPilot. If you
change the Call Center language, you also change the CallPilot language.
To assign the Call Center language
1
2
3
Start CallPilot Manager.
Click the Configuration heading.
Click the System Properties link.
The System Properties page appears.
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4
If you want to use a Primary and an Alternate language, select the Enable Bilingual check
box. If you clear this check box alternate language prompts are not available.
Disabling bilingual operation affects:
•
•
•
language designations for Automated Attendant greetings
voice prompt selections for callers who use the Automated Attendant
voice prompt selections for callers who transfer to mailbox greetings
5
6
7
Select a primary language from the Primary Language list box.
Prompting for the Automated Attendant and CCR Trees occurs in this language.
Select an alternate language from the Alternate Language list box.
The alternate language cannot be the same as the primary language.
Select the Canadian Pronunciation check box if you want voice prompts that include the
letter "z" to be pronounced "zed" instead of "zee". The Canadian Pronunciation check box
appears only if North American English is the primary or alternate language.
8
Click the Submit button.
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General Call Center properties
When you set up Call Center you must assign values for the general properties. The general Call
Center properties are:
Primary and Secondary alert times
Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be a greater
than the Primary alert time. 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.
Reserved channels
Reserved channels are voice channels that are reserved for use by Call Center. If you reserve
channels 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
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Call Center Reporting properties Address
The Call Center Reporting properties let you control who can access Call Center Reporting, and
whether information from the data stream is collected.
Supervisor Help Request Timeout
The Supervisor Help Request Timeout is when to escalate a request if a chosen supervisor does not
answer the help request. You can choose a value from 1 to 60 seconds. The default is 12 seconds.
Selection Method (Supervisor Help From)
The Supervisor Help From setting lets you determine where supervisors for escalated requests are
sends an unanswered help request system-wide to all Call Center
supervisors.
All skillsets
sends an unanswered help request to only the supervisors assigned to
skillsets that the agent is logged on to.
Agent’s skillsets only
Note: If you use a CallPilot system, Supervisor Help is not available.
Enable Caller ID
The Enable Caller ID options let you select how you want caller ID information to be displayed
on agent telephones:
•
Name with number backup: 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.
None: displays the skillset name.
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Setting up general Call Center properties
For information about the general Call Center properties refer to “General Call Center properties”
To set up the general Call Center properties
1
2
3
Start CallPilot Manager.
Click the Call Center heading.
Click the General Properties link.
The Call Center Properties page appears.
4
5
6
To enable the Primary Alert, select the Primary Alert check box and enter the Primary Alert
time.
To enable the Secondary Alert, select the Secondary Alert check box and enter the Secondary
Alert time. The Secondary Alert time must be greater than the Primary Alert time.
If you use Call Center Reporting, in the CC Reporting Server Password box type the
password that Call Center Reporting users must enter to collect data. Type the password again
in the Confirm Password box.
7
8
If you use Call Center Reporting, select the Enable CC Reporting Data Stream check box to
enable reporting data to be collected.
From the Reserved Channels list box select the number of voice channels you want to reserve
for Call Center.
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9
From the Supervisor Help Request Timeout list select a value between 1 and 60 seconds.
The default is 12 seconds.
10 From the Supervisor Help from options select all skillsets or agent’s skillsets only.
11 From the Enable Caller ID options select how you want caller information to be displayed on
agent telephones:
•
Name with number backup: displays the caller's name for 3 seconds and then the skillset
name. 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.
None: displays the skillset name.
12 Click the Submit button.
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System Configuration Report
The System Configuration Report includes information about Call Center configuration.
The Call Center information in the System Configuration Report:
Lists the current Call Center general parameters.
Call Center Parameters
•
•
•
whether Multimedia Call Center is enabled
Server Address
Multimedia Call Center
Properties
Server Port
Lists for each agent:
Call Center agents
•
•
•
•
•
•
•
•
•
Agent ID
Agent Name
Skillsets assigned
Priority
Supervisor status
Automatic answer
Call type
Missed call
Activity Code Entry Type
Lists for each skillset:
Call Center skillsets
•
•
•
•
•
•
•
•
•
•
•
•
Skillset ID
Skillset Name
Control DN
Message Waiting Indicator extension
Method of Call Distribution
Break time
Delay answer time
Language type
Attd Ext
EWT# Calls
EWT Init Call Dur
ActEntry Type
Lists for each skillset:
Call Center Routing Tables
•
•
•
•
•
Skillset number
Day Routing Table start time
Night Routing Table start time
Day Routing Table steps
Night Routing Table steps
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•
•
•
•
•
•
•
Skillset number
Skillset name
Enabled or disabled
Rule
Call Center overflow
Service Mode
Conditions
Actions
Lists for each call center greeting:
Call Center Greetings
•
•
•
•
Greeting number
Status (whether the greeting is recorded)
Caption
Skillsets that use the greeting
•
•
•
•
Line
Call Center Intelligent CLID/
DNIS Routing
CLID/ANI number
DNIS number
Action
•
•
•
Length of rule
Match string
Action
Call Center Intelligent Caller
Input Routing Tables
EWT Greetings:
Expected Wait Time
Activity Codes
•
•
•
EWT Greeting Table Number
Wait Time Interval
Greeting ID
•
•
•
ID
Name
Description
•
Name with number backup, number only, or none
Enable Caller ID
Line Answering
•
•
•
•
Line
Rings
Table
Skillset
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To generate the System Configuration Report
1
2
3
Start CallPilot Manger.
Click the Reports heading.
Click the System Configuration link.
The System Configuration Report appears. It can take several minutes to generate the report.
4
5
To print the report, click the Print button.
When you are finished printing or viewing the report, click the Close button.
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Chapter 14
Monitoring Call Center call activity
Monitoring call activity
There are two ways that you can monitor call activity at your call center:
•
•
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, you must program it to a memory button and press the
≤·‚fi memory button to monitor agent calls.
For how to program a memory button, refer to “Programming a memory button with a Feature
Monitoring agent calls with Silent Monitor
Note: If you use a CallPilot platform, you can monitor calls using ≤·‚fibut
Silent Monitor is not available.
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.
You must 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 have Silent Monitor set up in Unified Manager. To do this,
you must be familiar with using the Business Communication Manager Unified Manager. If you
do not have access to the Unified Manager, ask your system administrator to set up Silent Monitor.
To set up Silent Monitor
1
2
3
4
5
In Unified Manager, click the Services, Telephony Services and General Settings keys.
Click the Silent Monitor heading.
From the Monitoring Mode list box, select Silent.
Press your keyboard’s Tab key to save your changes.
Log off Unified Manager.
Note: If the Silent Monitor setting in Unified Manager 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.
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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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Logging on and monitoring agent calls
You must be logged on to monitor and answer calls. You cannot log on if the maximum number of
agents is logged on, if you are logged on to another telephone, or if someone else is logged on to
your telephone. You can log on only to skillsets that you are assigned to.
1
2
3
Press ≤·‚›.
Enter your Agent ID number and press OK or £.
Enter your password and press OK or £.
The default password you enter to log on for the first time, or if your password is reset, is
0000. If you enter the default password, you must change your password. Enter a new
password from four to eight digits long and press OK. Enter your new password again and press
OK.
4
5
Press IN to log on to one or more skillsets that you want to monitor. You can monitor only the
agents who are logged on to the same skillset as you. If IN does not appear, you are already
logged on to all the skillsets or there are no skillsets available.
Press CHNG until the skillset you want to log on to appears on the display. The skillsets that are
available are the skillsets that are assigned to you. If there is only one skillset available to log
on to that you are assigned to, you are automatically logged on to that skillset.
6
7
Press OK. The display briefly confirms the skillsets that you are logged on to.
Press ®.
You are now logged on and can accept calls like a Call Center agent.
8
9
To begin monitoring agent calls press the memory button programmed with ≤·‚fi.
After you press ≤·‚fi Call Center does not route calls to you.
Press OK to accept the skillset shown or press NEXT or PREV to find the skillset you want to
monitor.
10 Enter the Agent ID of the agent you want to monitor and press OK.
Invalid Agent appears if the agent is not assigned to you.
You can press DIR to find the Agent ID in the Agent directory. You can monitor any agent
logged into a skillset assigned to you.
11 Press INFO to display the Agent ID number, agent name, call state and the time in minutes and
seconds that the call has been in this state. Call states include Idle, Not Ready, and Break
(Incall, Outcall, Browse, AnsDN, Ringin).
12 Press INFO a second time to display the Agent ID number, agent name, and monitoring options
again.
13 Press OBSV to monitor an agent. If another supervisor is monitoring the agent the OBSV button
does not appear. At any time you can press the CANCL button to exit the monitoring session
without logging off. If the agent has no active call, has a call on hold, or is on a conference
call, you hear silence. You do not begin to monitor the agent until the agent takes a call, takes
the call off hold, or ends the conference call.
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14 If you want to join the call, press JOIN.
You can press MUTE to mute your voice while you monitor.
NOTE: If you use CallPilot 100/150, Join and Mute do not appear, but Info does instead.
15 To end the monitoring session press CANCL.
If you want to monitor another agent in the skillset press NEXT until you see the agent you want
to monitor, and then press OBSV.
You can program a memory button with ≤·‚›. If the memory button you choose has an
indicator, the indicator shows your log on status.
•
•
If the indicator is off, you are logged off.
If the indicator is on, you are logged on.
An agent requests help while you are in a monitoring session
While you monitor an agent, the agent can request Supervisor Help if it is available on your
system. If an agent requests help, you are automatically selected to help and assumed to have
accepted the request. When you are done, the Supervisor Help session ends and your original
monitoring session resumes where it left off.
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About monitoring sessions
Receiving a call on your telephone If you are monitoring an agent and you get a call on your telephone,
the monitoring session ends if you answer the call. When you end
your call, you can press OBSV to reenter the monitoring session with
the agent.
Making a call while monitoring
If you make a call while you are monitoring an agent, the monitoring
session ends and you must begin monitoring using ≤·‚fi
to reestablish a monitoring session.
Ending a session by logging off
The session ends if you or the agent are forced to log off or if the
agent logs off voluntarily.
If the agent is on a call at the time of log off, but you are still logged
on and monitoring, the session continues until the call is
disconnected or you press CANCL.
Conference calls
On hold calls
If the agent puts the a call that you are monitoring into a conference
call, you do not hear the call for the duration of the conference call.
When the agent goes out of conference, you are automatically
monitoring the agent again.
NOTE: If you want to monitor agents all the time, ask agents not to
participate in conference calls.
If the agent puts a call that you are monitoring on hold, you do not
hear the call while it is on hold. When the agent resumes the call,
you are automatically monitoring the agent again.
If an agent puts one call on hold and answers another call, you can
monitor only the currently active call. When the agent switches back
to the first call, this becomes the active call that you are monitoring.
Silent monitoring is not recommended if both of the parties being
monitored are on an IP device, that is if your Call Center uses both
IP trunks and agent IP sets, or if the caller is using an IP set. If the
agent is on an IP set and the caller is on an IP trunk, there is a
noticeable interruption in audio for approximately 1 second when
supervisor monitoring starts. This is noticeable to the agent and the
caller. On systems that do not have IP trunks and IP agents this
does not occur.
Using VoIP telephones
Companion sets
ISDN sets
You cannot monitor agents who are logged on to Companion sets.
You cannot monitor agents who are logged on to ISDN (Integrated
Services Digital Network) sets.
Maximum number of conference
bridges
If the maximum number of simultaneous conference bridges (6) are
being used, when you try to start a monitoring session your display
shows “No conf avail”.
If you are monitoring an agent and they transfer a call, you no longer
hear the call.
Transferred calls
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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
then 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
£
monitor the next enabled skillset
go to the next 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.
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An example of monitoring skillsets
In the example shown here, there are calls waiting in skillset 1. In this situation, after you monitor
the skillsets, you can ask the 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
Press NEXT to monitor skillset 1.
SKILL
NEXT
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.
1: 7 agents
SKILL
3
4
The display shows the number of agents logged on to skillset 1.
Press NEXT.
NEXT
NEXT
The display shows the calls that are currently waiting to be
answered by agents in skillset 1.
Press NEXT.
1: 2 calls
SKILL
5
6
The display shows that the call waiting the longest in skillset 1
has been waiting for four minutes.
1: wait 4:00
SKILL
NEXT
Press ® to end the session
or
press NEXT to monitor skillset 2.
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 up general Call Center
For information on Primary and Secondary alert times, refer to “Primary and Secondary alert
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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.
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
From the display that shows your name on the top line, press OUT. The date and time display
appears.
If OUT does not appear, you are not logged on to any skillsets.
Changing your supervisor password
Keep your password confidential. Change your password regularly, about every 30 days.
1
2
3
Press ≤·‚›.
Enter your Agent 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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Supervisor Help
With Supervisor Help an agent on a call can request help from a supervisor by pressing a
programmed feature button. The agent can send an urgent request for help without interrupting the
call, and without the caller being aware of the agent’s help request.
Note: Supervisor Help is available for Business Communications Manager. It is not
available for CallPilot 100/150.
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
Programing Supervisor Help
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 aa?
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 aa:
INFO
3
4
The display shows the agent name.
JOIN
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 “aa: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 aa?
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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193
Chapter 15
Activity Codes
Agents use Activity Codes to allocate the time they spend on calls to one or more activities. Call
Center stores the amount of time allocated to an Activity Code and the number of times an Activity
Code is entered. You can generate reports that show the length of time the caller and agent
discussed the topic designated to the corresponding Activity Code.
Activity Codes are available for Business Communications Manager Basic and Professional, and
CallPilot 150. To use Activity Codes, you must have Call Center Reporting installed.
What Activity Codes are
An Activity Code has a digit numeric value between 1 to 16 digits, a name of up to 16 characters
that is displayed on agent telephones, and a detailed description of up to 50 characters. You enter a
list of Activity Codes in the Activity Code table using CallPilot Manager.
Activity Codes can used for Call Center calls only. If an agent receives a non-Call Center call or
initiates an outgoing call, Activity Codes do not apply.
Optional and Prompted Activity Code logging
Agents use the Activity Code Feature Code, ≤·‚‡, to designate an activity for a call.
Agents can use ≤·‚‡ on one and two-line sets. You can configure the agent's settings so
that a ≤·‚‡ session automatically appears on the agent’s telephone at the end of the call
(Prompted). If the setting is Optional, the ≤·‚‡ session does not appear.
Optional is the default setting.
Call Center expects the agent to enter Activity Codes for the call at some point during the “active
peg period”. The active peg period is a period of time that begins when the call is connected to the
agent and ends when:
•
•
•
•
The agent's Break Time ends, either by timing out or the agent cancelling it with F908
The agent logs out of all skillsets with F904
The agent takes another call
The agent makes a held call active. If the agent has multiple calls, at the end of the active call
they can enter Activity Codes for the call at any time up until they take a held call off hold.
Note: Any time that a call spends on hold is included in the Activity Code time.
If the agent’s Break Time is zero, the active peg period ends when the call disconnects.
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Agents have the option of pressing ≤·‚‡ to enter an Activity Code from the time the call
starts until the end of the active peg period. Agents have the option of pressing ≤·‚‡ and
entering an Activity Code from the time the call starts until the end of the active peg period.
Agents can enter ≤·‚‡ any number of times during the active peg period to record
activities for the same call. Agents can enter a maximum of 5 Activity Codes per ≤·‚‡
session. The talk time is associated with all the activities entered. Agents have one final
≤·‚‡ session after the call ends.
Each time an agent enters an Activity Code, Call Center increases by one the number for that
activity. For example, if the agent presses ≤·‚‡ three times during a call and enters
Activity Code 1 the first time, Activity Code 2 the second time, and Activity 1 the third time, the
the count for Activity Code 1 is 2.
Prompted
A ≤·‚‡session appears on a Prompted agent’s telephone when a call ends.
The session is active until:
•
the agent enters an Activity Code
or, if the agent does not enter an Activity Code, until:
•
•
the agent releases the session by pressing the Release or the Feature button
the active peg period ends
If Call Center detects that a call ended and the agent did not enter Activity Codes, Call Center
starts a Prompted Activity Code session on the agent’s telephone. If the agent does not enter an
Activity Code at this point, for example if the agent releases the session, Call Center records the
No Peg Activity Code. This is a System Activity Code that is explained in “System Activity
Note: If an agent logs out of all skillsets, Call Center does not start a Prompted Activity
Code session. If the active peg period ends with the agent logging out, Call Center does
not start a ≤·‚‡ session. Call Center records the No Peg Activity Code instead.
Optional
The only difference between Optional and Prompted is that if Activity Codes are Optional, a
≤·‚‡ session does not automatically start on an agent’s telephone when they end a call.
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Examples of Activity Code calls
During an active call, each time an agent enters an Activity Code, the time up to that point is
recorded with the Activity Code entered. The start time is either when the agent answers the call
or, if the agent has already entered an Activity Code, when the agent enters the last Activity Code.
The time period for the final Activity Code entry (after the call ends) covers the time up to when
the call ends.
Example 1: The agent enters Activity Codes during the call
Time
Activity
Peg time
9:00
9:05
9:08
9:10
9:12
Start of call
Agent enters Activity Code 1
Agent enters Activity Code 2
End of call
5 minutes
3 minutes
Agent enters Activity Code 3
2 minutes
If the agent enters multiple Activity Codes during one ≤·‚‡ session, Call Center
allocates the talk time to all the Activity Codes that the agent enters. For example, if an agent
presses ≤·‚‡ once, after the call ends, the total time of the call is allocated to all the
Activity Codes the agent enters. The count is increased for each Activity Code the agent enters.
Example 2: The agent enters Activity Codes after the call
Time
Activity
Peg time
9:00
9:10
9:11
Start of call
End of call
Agent enters Activity Codes 1,2,3
10 minutes
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Activity Codes Call Center automatically enters: Autopegs
and System Activity Codes
Call Center has two types of Activity Codes it can automatically enter:
•
•
Autopegs
Whether an agent is Prompted or Optional, if the agent enters an Activity Code while a call is
connected and does not enter another Activity Code by the end of the active peg period, there is a
period of talk time that is does not have an Activity Code assigned to it. If this happens, Call
Center assigns the last Activity Code the agent entered to the remaining time. This is called an
Autopeg. An Autopeg does not affect the peg count.
Examples of Autopeg calls
Autopeg example 1
An agent enters Activity Code 1 during the call. Call Center assigns the same Activity Code,
Activity Code 1, for the remaining talk time:
Time
Activity
Peg time
9:00
9:05
9:12
Start of call
Agent enters Activity Code 1
5 minutes
7 minutes
End of call
End of active peg period. Call Center autopegs Activity Code 1
Autopeg example 2
The agent enters two Activity Codes and does not enter another Activity Code during the active
peg period, so Call Center counts Activity Code 2 for an additional 5 minutes. The count for each
Activity Code remains at 1.
Time
Activity
Peg time
9:00
9:05
9:07
9:12
Start of call
Agent enters Activity Code 1
5 minutes
2 minutes
Agent enters Activity Code 2
End of call
End of active peg period. Call Center autopegs Activity Code 2.
5 minutes
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Autopeg example 3
During the call, the agent enters three Activity Codes. The agent does not enter another Activity
Code during the active peg period. Call Center counts Activity Code 1, 2, and 3 for an additional
12 minutes. The count is 1 for each Activity Code.
Time
Activity
Peg time
9:00
9:06
9:18
Start of call
Agent enters Activity Codes 1,2,3
6 minutes
End of call.
End of active peg period. Call Center autopegs Activity Codes 1,2,3.
12 minutes
System Activity Codes
System Activity Codes track statistics that cannot be tracked directly by agents. Agents cannot
enter System Activity Codes. They are automatically recorded by Call Center when it detects
certain activities.
System Activity Codes appear in the Activity Codes table, but you cannot modify or delete them.
Importing Activity Codes does not affect your System Activity Codes. They are not part of the
maximum 2,000 entries in the table.
System Activity Codes use reserved values in the range 9999999999999901 to
9999999999999999, and appear in Activity Code reports.
System Activity Codes that Call Center records
If the agent does not enter an Activity Code by the end of the active peg
period, Call Center records the No Peg System Activity Code. If an agent
enters an Activity Code as their Break Time is ending, it is possible that
Call Center will not record the Activity Code, and will record the No Peg
System Activity Code instead.
No Peg
when No Activity Code is entered
The No Peg System Activity Code is 9999999999999999.
If an agent puts a call on hold and the held caller hangs up, Call Center
records the Held Call Abandoned Activity Code using the time the caller
was on hold.
Held Call Abandoned
for calls on hold that are
abandoned
The Held Call Abandoned Activity Code is 9999999999999998.
If a call is transferred to a non-agent, Call Center enters the Non-Agent
Activity Code for the time spent with the non-agent.
Non-Agent
for non-agent talk time
The Non-Agent Activity Code is 9999999999999997.
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Examples of System Activity Code calls
Example 1: No Peg
A call where the agent does not enter an Activity Code.
Time
Activity
Peg time
9:00
9:10
Start of call
End of call
If Activity Codes are Prompted and the agent does not enter an Activity
Code, Call Center starts a F907 session.
If the Break Time is 0, Call Center does not start a F907 session.
Whether Activity Codes are Prompted or Optional, if the agent does not
enter an Activity Code, Call Center records the No Peg System Activity
Code for 10 minutes.
Example 2: Held Call Abandoned and No Peg
A Prompted call where an on-hold caller hangs up.
Time
Activity
Peg time
9:00
9:05
9:05
9:07
Start of call
Agent puts call 1 on hold
Start of call 2
Call 1 on hold hangs up. Call Center records the Held Call Abandoned
System Activity Code for 2 minutes and the No Peg System Activity
Code for 5 minutes.
2 minutes
5 minutes
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Example 3: No Peg and Non Agent
A Prompted call transferred to non-agent, where the agent does not enter an Activity Code.
Time
Activity
Peg time
9:00
9:06
Start of call
Agent transfers the call to a non-agent and does not enter an Activity
code. As soon as the agent transfers the call, a F907 session starts on
the agent’s telephone.
9:10
End of call. Call Center records 6 minutes for the Non Agent Talk Time 6 minutes
System Activity Code.
End of active peg period. Because the agent has not entered an Activity 4 minutes
Code, Call Center records 4 minutes for the No Peg System Activity
Code.
Example 4: Non Agent
A Prompted or Optional call that is transferred to a non-agent.
Time
Activity
Peg time
9:00
9:10
Start of call 1
Agent 1 transfers the call to a non-agent subject matter expert.
If Activity Codes are Prompted, as soon as the agent transfers the call a
F907 session starts on the agent’s telephone. If agent does not enter an
Activity Code, Call Center records the No Peg System Activity Code for
10 minutes.
If Activity Codes are Optional, the agent can enter an Activity Code at
any time until the end of the Active Peg period.
9:15
Non-agent transfers the call to agent 2. Call Center records the Non
Agent System Activity Code.
5 minutes
3 minutes
9:18
9:20
Agent 2 enters Activity Code 1
Agent 2 transfers the call to a non-agent. Call Center Autopegs an
additional 2 minutes for Activity Code 1 if agent 2 doesn’t enter another
Activity Code before the end of the Active Peg period.
9:25
End of call. When the call ends, Call Center records the Non Agent
System Activity Code for 5 minutes.
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Prompted and Optional Activity Code logging
You apply the Prompted or Optional setting to skillsets and agents using CallPilot Manager. If you
set a skillset to Prompted, all of the calls to the skillset must have Activity Codes entered for them.
If you set an agent to Prompted, the agent must enter an Activity Code for every call they answer.
If either the skillset or the agent setting is Prompted, entering Activity Codes for calls is prompted.
If both skillset and agent are optional, entering Activity Codes is optional.
The call’s skillset is its current skillset. The call’s current skillset is not necessarily the original
skillset because a call can move to a new skillset through a transfer or intelligent routing rule.
The default setting for skillsets and agents is Optional.
Examples of Prompted and Optional Calls
Example 1: Optional where the agent does not enter an Activity Code
Time
Activity
Peg time
9:00
9:11
Start of call
End of call
Since entering Activity Code is Optional, there is no Prompted F907
session. Because the agent did not enter an Activity Code, Call Center
records the No Peg System Activity Code for 10 minutes.
10 minutes
Example 2: Prompted where the agent does not enter an Activity Code
Time
Activity
Peg time
9:00
9:10
Start of call
End of call
A prompted F907 session appears on the agent telephone at the end of 10 minutes
the call. Because the agent does not enter an Activity Code, Call Center
records the No Peg System Activity Code for 10 minutes.
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Example 3: Prompted or Optional where the agent enters an Activity Code
during a call
Time
Activity
Peg time
9:00
9:05
9:11
Start of call
Agent enters Activity Code 1
End of call.
5 minutes
End of the active peg period. Call Center autopegs Activity Code 1 for 6 6 minutes
minutes.
Example 4: Prompted or Optional where the agent enters several Activity
Codes during a call
Time
Activity
Peg time
9:00
9:05
9:08
9:11
Start of call
Agent enters Activity Code 1
Agent enters Activity Code 2
End of call.
5 minutes
3 minutes
End of active peg period. Call Center applies the last Activity Code
entered, and autopegs Activity Code 2 for the remainder of the call.
3 minutes
Example 5: The first agent is Prompted and the second agent is Optional
Time
Activity
Peg time
9:00
9:03
9:05
Start of call
Agent 1 enters Activity Code 1
3 minutes
Agent 1 transfers the call to Agent 2. Agent 1 has until the end of the
Active Peg period to enter another Activity Code. Because agent 1 did
not, Call Center Autopegs the remaining 2 minutes of talk time.
9:10
End of call.
End of the active peg period. Because agent 2 did not enter an Activity 5 minutes
Code, Call Center records the No Peg System Activity Code for 5
minutes.
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How Activity Codes interact with system features
Transfer to Agent
If a call is transferred to another agent, the second agent can continue to enter Activity Codes for
the call. Here are three examples, all with Prompted Activity Codes.
Example 1: Both agents enter Activity Codes
Time
Activity
Peg time
9:00
9:05
9:07
Start of call 1
Agent 1 enters Activity Code 1
5 minutes
Agent 1 transfers call to agent 2. If the agent does not enter another
Activity Code, Call Center Autopegs 2 minutes for Activity Code 1.
If agent 1 does not enter another activity code, Call Center autopegs 2
minutes for Activity Code 1.
9:10
9:15
Agent 2 enters Activity Code 2
3 minutes
End of call. If agent 2 does not enter an Activity Code by the end of the
Active Peg period, Call Center Autopegs an additional 5 minutes for
Activity Code 2.
Example 2: The first agent enters an Activity Code
Time
Activity
Peg time
9:00
9:05
9:07
Start of call 1
Agent 1 enters Activity Code 1
5 minutes
Agent 1 transfers the call to agent 2. If the agent does not enter another
Activity Code, Call Center Autopegs 2 minutes for Activity Code 1.
Agent 2 does not enter an Activity Code.
9:15
End of call. A F907 session appears on Agent 2’s telephone.
End of active peg period. Because agent 2 has not entered an Activity
Code, Call Center records the No Peg System Activity Code for 8
minutes.
8 minutes
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Example 3: The second agent enters an Activity Code
Time
Activity.
Peg time
9:00
9:07
Start of call 1
Agent 1 transfers the call to agent 2. As soon as Agent 1 transfers the
call, a prompted F907 session starts on their telephone. If agent 1 does
not enter an Activity Code before the end of the Active Peg period, Call
Center records the No Peg System Activity Code for 7 minutes.
9:10
9:15
Agent 2 enters Activity Code 2
3 minutes
End of call. If agent 2 does not enter another Activity Code by the end of
the Active Peg period, Call Center Autopegs 5 minutes for Activity Code
2.
199.
Break Time
Break Time is a skillset property that gives agents an interval to complete tasks related to the
previous call. When Break Time starts, if a call is Prompted and the agent did enter an Activity
Code during the call, an ≤·‚‡ session starts on the agent’s telephone. The session
remains for two minutes unless the agent ends the session by entering an Activity Code, releasing
the session, or taking another call.
At the end of Break Time:
•
•
if a call is Optional and the agent did not enter an Activity Code, Call Center system records
the No Peg System Activity Code.
If a call is Prompted and the agent did not enter an Activity Code, the ≤·‚‡ session
exits and Call Center records the No Peg System Activity Code.
If an agent enters an Activity Code, whether Prompted or Optional, that does not cover the entire
talk time of the call, Call Center autopegs the last Activity Code the agent entered for the
remainder of the talk time.
If an agent enters an Activity Code as their Break Time is ending, it is possible that Call Center
will not record the Activity Code, and will record the No Peg System Activity Code instead.
I
Note: If the Break Time is 0, a F907 session never automatically starts on an agent’s
telephone, even if the agent is Prompted for Activity Codes. Make sure the Break Time is
longer than 10 seconds to allow time for Activity Code entry.
For more information about Break Time properties for a skillset, refer to “Break Time” on
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Creating Activity Codes
You create Activity Codes using CallPilot Manager. The Activity Codes table can have a
maximum of 2,000 entries.
To create an Activity Code
1
Click the Call Center heading and click the Activity Codes link.
The Activity Codes page appears.
2
Click the Insert link.
The Activity Code Setup page appears.
3
4
5
6
In the Activity Code box type the number of the activity code, for example, 1.
The number can be a maximum of 16 digits long.
In the Activity Name box type the name for the activity code, for example, Cgy Sales 1.
The name can be a maximum of 16 alphanumeric characters long.
In the Activity Description box type a description for the Activity Code, for example, Calgary
sales dept 1st tier. The description can be a maximum of 50 alphanumeric characters long.
Click the Submit button.
The new Activity Code appears in the Activity Codes table.
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Changing an Activity Code
You can change an Activity Code’s name and description. You cannot change an Activity Code’s
number.
1
2
Click the Call Center heading and click the Activity Codes link.
The Activity Codes page appears.
Click the Change link for the Activity Code you want to change.
The Activity Code Setup page appears.
3
4
Make the changes you want to the Activity Code’s name and description.
Click the Submit button.
Deleting an Activity Code
1
Click the Call Center heading and click the Activity Codes link.
The Activity Codes page appears.
2
Click the Delete link for the Activity Code you want to delete.
The Activity Code is deleted from the Activity Codes table.
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Importing Activity Codes
If you use Business Communications Manager, you can import files of Activity Codes. You can
update the Activity Code table with a spreadsheet or other file. You specify whether the file
replaces the Activity Code list, or is added to it.
Creating a list of Activity Codes
The file you create to import must:
•
be in ASCII format. If you create the list in Notepad, save it in ANSI format. If you create the
list in Excel, save it in .csv format.
•
have one Activity Code per line, comprised of the ID, name, and description, separated by
commas.
Example of an Activity Code list created in Notepad
Example of an Activity Code List created in Excel
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Chapter 15 Activity Codes 207
To import a list of Activity Codes
1
Click the Call Center heading and click the Activity Codes link.
The Activity Codes page appears.
2
Click the Import button.
The Importing Activity Codes dialog box appears.
3
4
In the Load Activity Code From box, enter the path of the file you want to import
or
click the Browse button and locate the file.
Choose the Append option if you want to add the list of Activity Codes to your existing
Activity Codes, and select the Replace Duplicate Codes check box if you want to replace any
duplicates in the Activity Code table with the new values in your list,
or
choose the Replace All Codes option if you want to replace your table of Activity Codes with
the new list.
5
Click the Submit button.
If you chose to replace all codes, a message appears that asks you to confirm that you want to
replace all the Activity Codes in the table. Click the Yes button.
Communicating Activity Codes to supervisors and agents
You can print the Activity Code table screen and distribute it to supervisors and agents in your Call
Center. Then they will know which Activity Codes your Call Center uses, and how to enter them.
When you make any changes to your Activity Codes, be sure to communicate the changes to the
agents and supervisors.
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208 Chapter 15 Activity Codes
Assigning Activity Code settings to agents and skillsets
By default agents and skillsets have Optional prompting for Activity Codes.
To set up or change Activity Code settings for an agent see
•
•
•
To set up or change Activity Codes for a skillset see
•
Generating Activity Code reports
You can generate Activity Code reports that are sorted according to Activity Code, skillset and
agent. For information on generating these reports see the Nortel Networks Call Center Reporting
Set Up and Operation Guide.
You can view a list of your Activity Codes by ID, name and description in the System
Configuration report. For more information see “To generate the System Configuration Report” on
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How agents enter Activity Codes
≤·‚‡ is the Feature Code for Activity Codes. We recommend that agents program
≤·‚‡ to a memory button on their telephone. For how to program a Feature Code to a
1
During or after a call but before the end of the active peg period,
the agent presses ≤·‚‡.
If an agent is Prompted and has not entered an Activity Code by the
end of the call, an ≤·‚‡ session starts automatically.
Activity Id:
RETRY
2
3
The agent enters the Activity Code number and presses OK.
OK
OK
Sales support
RETRY
The Activity Code name is displayed, in this example Sales
support. The agent presses OK to confirm this is the correct Activity
Code.
Another actv?
4
The agent can press YES to enter another Activity Code or press NO
to end the ≤·‚‡ session.
YES
NO
Pressing NO or releasing the session on this display submits
Activity Codes.
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Chapter 16
Tips for operating Call Center
This chapter provides tips to improve the operation of Call Center.
Agent administration
•
Agents can log on to any telephone on the system.
•
Call Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an
abandoned agent set. If an agent does not answer a call within a specified number of rings, the
call returns to the skillset to be presented to another agent, and the telephone is placed into
Auto Busy Mode by Call Center. 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.
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 because voice ports are
used each time a greeting is played to a caller. 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.
•
Ensure that when you record greetings that you use to transfer callers to a skillset mailbox you
include in the greeting: “To leave a message in the mailbox press nine” (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
explain in your greeting that the you can 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.
Routing calls using Dynamic Call Priority
If you use priority to route calls to agents, make sure you have both Agent Priority and Call Priority
configured. Each call that enters a skillset is given a default call priority of 10. In Professional Call Center,
you can change a call’s priority using:
•
•
•
Intelligent Caller Input Routing, Advanced Option
Intelligent CLID/DNIS Routing
Intelligent Overflow Routing
Call priority is distinct from agent priority. If a waiting call needs to be routed, for example when
an agent becomes available, Call Center determines which waiting call must be handled next. This
is the call with the highest priority, or, if all the waiting calls have the same priority, the call with
the longest wait time. Call Center then determines the right agent to handle the call. If the skillset’s
method of call distribution is Preferred, Call Center finds the available agents assigned to and
logged in to the skillset, and chooses the one with the highest priority. If the method is Least Busy,
the agent that has been available longest is routed the call.
Call Center general parameters
•
Do not assign all the available voice channels as reserved channels. Call Center can use any
voice channel, but reserved channels are never used by 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 16 Tips for operating Call Center 213
How to calculate the longest time a caller can be on hold
The formula used to calculate the longest wait time a caller can be on hold without hearing a
greeting is:
maximum calls
voice channels
------------------------------------
Wait Time =
where:
– 1 x maximum greeting length
•
•
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 agents log on to a skillset when it gets busy
have routing that moves the call to another skillset with a higher priority
Plan for slow times:
•
for example, if agents are logged on to skillset 1 only, ensure that incoming calls to skillset 2
overflow to 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 set up in 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.
Using B1 and B2 DNs
You can use B2 DNs on Business Communications Manager systems only if you have upgraded
your system. If you have a new Business Communications Manager system, you cannot use B2
DNs.
When you assign a CDN to a skillset
•
If you use Business Communications Manager, do not program any new skillsets to use DNs
that reside on ports 01xx or 08xx (or 07xx) if you use a 5/3 split system). Neither Call Center
nor other system components (including the core) are guaranteed to be robust with this
configuration. This does not apply to you if you use a CallPilot 100/150 system.
•
•
•
•
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.
On a Business Communications Manager system, you can determine the range of B1
extensions 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 CDN used by Call Center.
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Chapter 16 Tips for operating Call Center 215
•
•
Do not assign IP telephones to the DN used by Call Center. The user does not receive an error
message if this happens, even though IP telephones usually warn a user if there are conflicting
telephone DNs. Therefore, ask your System Administrator for a list of the CDNs that are used
by Call Center.
Do not use any CDNs that are used by Interactive Voice Response as Call Center CDNs.
You can use B2 CDNs if
•
•
you use a CallPilot 150 platform. CallPilot 150 has a B2 DN for every B1.
you use a Business Communications Manager system that has legacy B2 CDNs.
Your Call Center has legacy B2 CDNs if:
•
you have upgraded your system
and
•
your Business Communications Manager system is in Partial Double Density mode (this is the
default mode) and the B2s on buses 6 and 7 were configured as CDNs before the upgrade.
About Partial Double Density mode:
A B2 extension is a spare extension that exists on buses 6 and 7 only if you have Partial Double
Density mode enabled. All other buses have only B1 extensions, no matter what mode the
Business Communications Manager is in.
Partial Double Density mode is the default setting for Business Communications Manager.
Partial Double Density mode allows compatibility with Companion base stations.
You can manually change CDNs from B1s to B2s by entering a B2 CDN in the skillset properties.
If the Business Communications Manager is changed to Full Double Density mode, the system
will change the B2 CDNs to B1s.
About using B1 and B2 extensions
•
•
•
We recommend that you use B1 CDNs over B2 CDNs. B1 CDNs have better functionality
than B2 CDNs.
A B1 extension number is the extension number that you dial to call a telephone or peripheral.
A B2 extension is a spare extension.
All other buses have only B1 extensions. They do not have B2 extensions no matter what
mode the Business Communications Manager is in.
•
•
•
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.
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•
B2 CDNs cannot be used as a prime set for target lines.
For information about determining available B1 and B2 extensions on buses 6 and 7 when you
use Partial Double Density mode, refer to the Business Communications Manager
Programming Operations Guide.
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Chapter 17
Examples of Call Center configurations
There are many ways to set up Call Center in your company. Here are three examples of how one
business configured Call Center to meet its changing needs:
•
•
•
Basic Call Center
Mosaic Hardwood Flooring is a business that receives many calls each day. Most of the calls are
for sales or installation and service. Calls are answered by whomever is available, and often callers
must wait on hold while the employee answers another call. Calls are transferred to other
telephones where, if they are not answered, they can return to the original answer point. The
employee then puts the current call on hold and asks the first caller who they are waiting for.
Because Mosaic does not have a strategy for how calls are answered, they have had many
complaints from customers and employees, and lost business.
Mosaic decides to implement a Call Center solution to distribute calls to the appropriate staff
members. Mosaic wants a Call Center that directs calls according to whether they are for sales, or
for installation and service.
Mosaic has 14 employees, including four full-time staff members in the showroom, one employee
who books installations and takes service requests, and a team of nine installers. Although all of
the employees are able to answer sales and service calls, Mosaic prefers that only the showroom
staff receive sales calls, and answer service calls only if a caller has been waiting for more than 15
minutes. Although there is an employee who handles service and installation calls, Mosaic wants
the installers to be able to answer service questions when they are in the office.
Mosaic has four PSTN lines. Telephones are distributed throughout their offices and showroom.
Here is how Mosaic configured their Basic Call Center:
•
•
•
•
•
•
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218 Chapter 17 Examples of Call Center configurations
General Configuration
Keycode
Hardware
Agents
Basic Call Center
Business Communications Manager
Agent 1- Bob
Agent 2- John
Agent 3- Jane
Agent 4- Sales4
Agent 5- Inst_Supp1
Agent 6- Installer1
Agent 7- Installer2
Agent 8- Installer3
Agent 9- Installer4
Agent 10- Installer5
Agent 11- Installer6
Agent 12- Installer7
Agent 13- Installer8
Agent 14- Installer9
Greeting 1 & 2
Greeting 3
Lines
Thank you for calling Mosaic Hardwood Flooring. Please hold for the next
available sales representative.
Thank you for holding. Please continue to hold and your call will be
answered in the order it was received.
121, 122 ! Skillset 1 ! 2 rings
123, 124 ! Skillset 2 ! 2 rings
Skillset 1 properties
Name
Sales
333
MWI DN
Method
Least busy
None
10
Attendant Ext
Use previous __ calls to
calculate EWT
EWT Increase Allowed
Initial Call Duration
Activity Code Entry Type
Agents
Selected
00:03:00
Optional
1,2,3,4
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Routing Tables
Day Routing Table steps
1 - Greeting 1
2 - Distribute 01:30 (mm:ss)
3 - Greeting 3
4 - Go to Step 2
Night Routing Table steps
1 - Send to Skillset Mailbox
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Skillset 2 properties
Name
Serv_Inst
334
MWI DN
Method
Least busy
222
Attendant Ext
Use previous __ calls to
calculate EWT
10
EWT Increase Allowed
Initial Call Duration
Activity Code Entry Type
Agents
Enabled
00:03:00
Optional
1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14
Routing Tables
Day Routing Table steps
1 - Greeting 2
2 - Distribute 01:30 (mm:ss)
3 - Greeting 3
4 - Go to Step 2
Night Routing Table steps
1 - Send to Skillset Mailbox
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Professional Call Center with Reporting
A year after they installed Basic Call Center, Mosaic Hardwood Flooring moved to a larger
location and expanded their team to 33 members. They also now have one PRI trunk, which lets
them handle more calls. Mosaic wants to upgrade their Call Center to keep up with their increased
call volume. They want to be able to direct calls to sales, customer service, preferred customers,
and installation bookings. They want to track how many of each type of call is being received each
week, and they want to tell callers on hold what the Expected Wait Time is.
Mosaic now has seven on-site and two off-site sales representatives. There are two staff members
who book installations and two staff members who track service requests. The installation team
has expanded to 20 members.
Three senior sales people handle the preferred customers calls. Only the sales people take
sales-related calls. Installation bookings calls are handled by the installation booking employees.
Service requests are handled by two service request employees and any of the installation team
when they are in the shop.
Here is how Mosaic configures their Professional Call Center:
•
•
•
•
•
•
•
•
•
•
•
•
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General Configuration
Additional keycodes
Agents
Call Center Professional Upgrade, Reporting for Call Center
Agent 1- Bob
Agent 2- John
Agent 3- Jane
Agent 4- Sales4
Agent 5- Installation booker 1
Agents 6-14 Installers
Agents 15-19 Sales
Agent 20- Installation booker 2
Agent 21-22 Supp_book1
Agents 23-33- Installers
Greetings
Greeting 2
Welcome to Mosaic Hardwood Flooring Sales department. Please stay on
the line for one of our representatives or enter your Customer ID.
Welcome to Mosaic Hardwood Flooring Support department. Press 1 to
book a support request, 2 to check on the status or cancel an existing
booking, or stay on the line for general inquiries.
Greeting 3
Welcome to Mosaic Hardwood Flooring Installation department. Press 1 to
book an Installation request, 2 to check on the status or cancel an
installation booking, or stay on the line for general inquiries.
Greeting 4
Greeting 5
Greeting 6
Thank you for entering your Customer ID. A representative will be with you
shortly.
All of our representatives are currently busy. Please continue to hold or
press 9 to leave a message.
Thank you for continuing to hold. Please stay on the line, or press 9 to
leave a message which will be returned as soon as possible by a
representative.
Greeting 7
Thank you for continuing to hold. Please stay on the line or press 9 to leave
a message.
Greetings 8 & 9
Greetings 10 & 11
Greetings 12 & 13
Greeting 50
Advertisement Announcements1 & 2
Support Announcements 1 & 2
Installation Announcements 1 & 2
The expected wait time for your call is 3 minutes. Please stay on the line or
press 9 to leave a message.
Greeting 51
Greeting 52
The expected wait time for your call is 6 minutes. Please stay on the line or
press 9 to leave a message.
The expected wait time for your call is 9 minutes. Please stay on the line or
press 9 to leave a message.
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Chapter 17 Examples of Call Center configurations 225
Greeting 53
Greeting 54
Greeting 55
The expected wait time for your call is 12 minutes. Please stay on the line
or press 9 to leave a message
The expected wait time for your call is 15 minutes. Please stay on the line
or press 9 to leave a message.
All of our representatives are currently assisting other clients. Please
remain on the line, or press 9 to leave a message.
General Properties
Primary alert
03:00
10:00
1234
Secondary alert
CC Reporting Server
Password
Enable CC Reporting Data
Stream
Enabled
Reserved channels
2
Supervisor Help request
timeout
12
Supervisor Help from
Enable Caller ID
All skillsets
Name with number backup
Caller Input Rules
Table 1: Variable length
Match string 1234: move to skillset 4
Match string 9: send to skillset mailbox
Table 2: Fixed length
Match string 1: change priority to 1
Match string 2: change priority to 4
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Lines
Skillset 1
Properties
Name
Sales
333
MWI DN
Method
Least busy
222
Attendant Ext
Use previous __ calls to
10
calculate EWT
EWT increase allowed
Initial call duration
Activity Code entry type
Agents
Enabled
00:03:00
Prompted
1, 2, 3, 4, 15, 16, 17, 18, and 19
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Routing Tables
Day Routing Table steps
1 - Greeting 1
Advanced Caller Input: Table 1
2 - Distribute 00:50
3 - Greeting 8
4 - Distribute 00:50
5 - EWT Table 1
Basic Caller Input:
9 = Transfer to skillset mailbox
6 - Distribute 00:50
7 - Greeting 9
8 - Distribute 01:20
9 - Greeting 7
Basic Caller Input:
9 = Transfer to skillset mailbox
10 - Go to step 2
Night Routing Table steps
1 - Send to Skillset Mailbox
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Skillset 2
Properties
Name
Support
334
MWI DN
Method
Least Busy
222
Attendant Ext
Use previous __ calls to
calculate EWT
10
EWT Increase Allowed
Initial Call Duration
Activity Code Entry Type
Agents
Enabled
00:03:00
Prompted
21, 22, 6, 7, 8, 9, 10, 11, 12, 13, 14, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32,
33
Routing Tables
Day Routing Table steps
1 - Greeting 2
Advanced Caller Input: Table 2
2 - Distribute 00:50
3 - Greeting 10
4 - Distribute 00:50
5 - EWT Table 1
Basic Caller Input:
9 = Transfer to skillset mailbox
6 - Distribute 00:50
7 - Greeting 11
8 - Distribute 01:20
9 - Greeting 7
Basic Caller Input:
9 = Transfer to skillset mailbox
10 - Go to step 2
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Skillset 3
Properties
Name
Installation
335
MWI DN
Method
Least Busy
222
Attendant Ext
Use previous __ calls to
calculate EWT
10
EWT Increase Allowed
Initial Call Duration
Activity Code Entry Type
Agents
Enabled
00:30:00 (hs:mm:ss)
Prompted
5, 20
Routing Tables
Day Routing Table steps
1 - Greeting 3
Advanced Caller Input: Table 2
2 - Distribute 00:50
3 - Greeting 12
4 - Distribute 00:50
5 - EWT Table 1
Basic Caller Input:
9 = Transfer to skillset mailbox
6 - Distribute 00:50
7 - Greeting 13
8 - Distribute 01:20
9 - Greeting 7
Basic Caller Input:
9 = Transfer to skillset mailbox
10 - Go to step 2
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Skillset 4
Properties
Name
Preferred
336
MWI DN
Method
Least Busy
222
Attendant Ext
Use previous __ calls to
calculate EWT
10
EWT Increase Allowed
Initial Call Duration
Activity Code Entry Type
Agents
Enabled
00:30:00 (hs:mm:ss)
Prompted
1, 2, 3
Routing Tables
Day Routing Table steps
1 - Greeting 4
2 - Distribute 00:30
3 - Greeting 5
Basic Caller Input:
9 = Transfer to skillset mailbox
4 - Distribute 00:30
5 - EWT Table 1
Basic Caller Input:
9 = Transfer to skillset mailbox
6 - Distribute 00:30
7 - Greeting 6
8 - Go to step 2
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236 Chapter 17 Examples of Call Center configurations
Multimedia Call Center
Mosaic Hardwood Flooring wants to enhance their webpage to be voice-enabled. They send an
e-mail to select customers with the latest information about new products and specials. The
message has with an HTML link that links customers to Mosaic Hardwood Flooring staff.
Mosaic also puts voice-enabled HTL links on the web pages of their sponsors.
To meet the new load on the Call Center, Mosaic hires three new staff members as Multimedia
Call Center agents. These agents take only Multimedia Call Center calls.
Here is how Mosaic configures their Basic Call Center:
•
•
•
General properties
The General Properties, Caller Input Rules and EWT Tables are unchanged.
Additional keycodes
Agents
Multimedia Call Center
Agent 1- Bob
Agent 2- John
Agent 3- Jane
Agent 4- Sales4
Agent 5- Installation booker 1
Agent 6- Installer1
Agent 7-14 Installers
Agent 15- Sales5
Agent 16-19 Sales
Agent 20- Installation booker 2
Agent 21- Supp_book1
Agent 22- Supp_book2
Agent 23-33 Installers
Agent 34-36 MMCC Agents
Greetings
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Chapter 17 Examples of Call Center configurations 237
Greeting 148
Voice
Welcome to Mosaic Hardwood Flooring. Please stay on the line for
one of our representatives.
Image
A picture of the company logo that Multimedia Call Center
displays in callers’ web browsers.
Greeting 149
Greeting 150
Voice
A service advertisement
Image
A picture that corresponds to the advertisement that Multimedia
Call Center displays in callers’ web browsers.
Voice
A product advertisement
Image
A picture that corresponds to the advertisement that Multimedia
Call Center displays in callers’ web browsers.
Activity Codes
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Lines
Outdial with pool PRI-A
Skillset 5
Skillsets 1 - 4 are unchanged. See:
•
•
•
•
Properties
Name
MMCC
337
MWI DN
Method
Least Busy
222
Attendant Ext
Use previous __ calls to
calculate EWT
10
EWT Increase Allowed
Initial Call Duration
Activity Code Entry Type
Agents
Enabled
00:03:00
Prompted
31, 35, 36
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Chapter 17 Examples of Call Center configurations 239
Routing Tables
Day Routing Table steps
1 - Greeting 148 Forced Greeting
2 - Distribute 01:30
3 - Greeting 149
4 - Distribute 01:30
5 - Greeting 150
6 - Go to step 2
Night Routing Table steps
1 - Send to Skillset Mailbox
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241
Chapter 18
Troubleshooting Call Center
This chapter contains troubleshooting information for problems that can occur while setting up and
operating Call Center.
Resetting passwords
You can reset passwords if they are lost or forgotten.
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 using CallPilot Manager
1
2
3
Start CallPilot Manager.
Click the Operations heading.
Click the Operator Settings link.
The Operator Settings page appears.
4
5
Click the Reset Operator Password check box.
Click the Submit button.
The password is reset to fl‡‹‡¤°fl‡ (Operator).
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To reset the Operator password using a phone
1
Press ≤·°fi.
2
Press ‡.
Set xxx
NEXT
In this example, xxx represents the CDN for skillset 1.
3
Enter ‡‹‡‹°fl‡‹‡‡‡·‹
(Resetoperpswd) and press OK.
Pswd:
RETRY
OK
4
5
Press YES.
Reset pswd?
YES
NO
The session ends.
Exit
The Operator password is now reset to
fl‡‹‡¤°fl‡
(Operator.)
Resetting the Call Center Administrator password
You can reset the Call Center Administrator password if it is lost or forgotten.
To reset the Call Center Administrator password using CallPilot
Manager
For how to reset the Call Center Administrator password refer to “Call Center password access” on
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Chapter 18 Troubleshooting Call Center 243
Agent problems
Agent log on problems
If an agent cannot log on at their phone:
•
•
•
ensure the agent ID and password match
check to see if the agent is already logged on to a different phone
check to see if a different agent is logged on to this phone
Important considerations about how agents use features
Call Transfer
Agents can use Transfer to transfer a call to another agent, another person such as a subject matter
expert, or send the call back to a 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
until the transferred call is answered.
Agents who want to transfer a call to a mailbox should use ≤·°fl.
Agents who take only Multimedia Call Center 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.
Activity Codes
Agents who answer a call on an Answer DN telephone or who use Call Pickup on a call that is
ringing at another agent’s set cannot enter activity codes.
Answer DN
The only way agents should use Answer DN is if they program their portable set to be the Answer
DN for their main telephone. You cannot hear calls that agents answer on their Answer DN. You
can only hear 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 Business Communications Manager
Programming Operations Guide, Chapter 10, “Configuring DNs for system devices”.
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If an agent uses their Answer DN telephone to answer a call that is transferred to them, Call Center
does not recognize the agent as being busy, and still sends calls to the agent’s main set.
Agents who log on from a regular telephone and answer Call Center calls using an answer DN key
from a portable telephone cannot use Supervisor Help.
Do Not Disturb
Instead of using Do Not Disturb, agents must use the Not Ready Feature Code (≤·‚°).
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 Business Communications
Manager Programming Operations Guide or 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:
•
i2002 and i2004 IP telephones: If you connect the headset before you initialize the phone,
calls are heard over the speaker. If you initialize the IP telephone before you plug in 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 IP telephone. Every time
you reconnect the headset you must initialize the headset.
•
•
Meridian and 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 supports Automatic Answer.
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Chapter 18 Troubleshooting Call Center 245
Follow-me browsing (Multimedia Call Center Agents only)
Follow-me browsing does not work with embedded Flash animations. If an agent clicks a Flash
button, the image the agent sees is not displayed to the caller.
Tell agents that if the page they are sending to the caller contains Flash animations, they must tell
the caller to display the page by, for example, clicking the Next button, or telling them what item
to click on the page to display the next page.
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Skillset problems
Problems enabling skillsets
Make sure that skillsets are assigned a valid CDN before you enable them. If you cannot enable a
skillset, make sure you assigned it a valid CDN. For information about skillset CDNs refer to
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.
To change a skillset mailbox CDN
1
2
Start CallPilot Manager.
Click the Mailbox Administration heading.
The Mailbox List page appears.
3
Click the Change link for the skillset mailbox.
The page for the skillset mailbox appears.
4
5
In the Extension box type the CDN of the skillset.
Click the Submit button.
Problems viewing skillset settings
If you use Netscape Communicator version 4.77 and not all the Call Center settings shown in this
guide appear in your browser, refresh the browser by clicking the View menu and clicking Reload.
Problems transferring calls to the voicemail extension
If you create a transfer in a Routing Table, Intelligent Overflow, or Caller Input Rules, the call
transfers to the Automated Attendant rather than the CallPilot extension. We recommend you
transfer to the skillset mailbox rather than the voicemail extension.
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Chapter 18 Troubleshooting Call Center 247
Call processing problems
To achieve the most efficient use of your Call Center, make sure you operate Call Center within its
maximum limits. If you overload Call Center, slow or unpredictable call processing times can
occur.
The Call Center maximum configuration limits are 80 active agents, 100 active calls and 50
skillsets. Although these are the configuration limits for Call Center software, we recommend that
you are cautious about approaching the maximum of any of these limits. Business
Communications Manager has other services that also use its hardware and software resources.
As a guideline, we recommend that if you are approaching the limit for agents, active calls or
skillsets, you keep the other two settings at about half their configurable maximum or less.
For example, if your number of we recommend that your
and your number of enabled
active agents is between
maximum number of active calls skillsets is between
is between
41 - 80
1 - 40
1 - 40
1 - 50
51 - 100
1 - 50
1 - 25
1 - 25
26 - 50
Excessive Call Ringback
If callers hear ringback for a long time, possibly interrupted by distribute tones, partial or full
greetings, before they get an agent:
•
•
Check whether your Transfer Ringback Timer has a high threshold value. Set your transfer
callback to a higher value than the ring delay for CFNA.
Ask agents to use the Not Ready Feature Code (≤·‚°) when they are not available to
Tell agents to set their CFNA to the voicemail extension, or the skillset extension if they do
not have a mailbox. If agents use T7316 sets, all Call Center Feature codes (F904, 908 and
909) must be programmed to one of the bottom five keys on each side of the display.
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Calls do not distribute to certain agents
Check that the agent is logged on and available. You can view the agent in Reporting for Call
Center or supervisor monitor. Agents are automatically Logged Out or Made Not Ready if:
•
a call is distributed to the agent and they do not answer the call. After the transfer callback
timer has expired, the call goes back to the skillset and the agent will be made not ready or
logged out, depending on your Call Center configuration.
•
if the agent has Call Forward configured on their set (CFAC, CFNA, CFB)
Ask your administrator to check that your CDNs are valid.
Check that lines are assigned to only to one skillset. Do not assign Call Center lines directly to
sets.
Tells agents that if they use CFNA to program their telephones CFNA to the voicemail extension,
or the skillset extension if they do not have a mailbox. If agents use T7316 sets, all Call Center
Feature codes (F904, 908 and 909) must be programmed to one of the bottom five keys on each
side of the display.
Set your Transfer Callback to a higher value than the ring delay for CFNA.
Call Center never answers calls or takes a long time to answer calls
Check:
•
•
•
•
•
•
that your skillset is enabled
that disconnect is not the first step of a routing table
in your skillset parameters how long your Delay Answer is
the number of rings configured for your Call Center lines in Auto Attendant
that you have correctly configured the CDN for the skillset
ask your System Administrator to check that your CDN is valid:
a
In Unified Manager, click the Diagnostics and MSC keys and click the DN to Port
Conversion heading.
b
In the DN to convert box enter the CDN for the skillset and press enter.
Check that the port number that appears in the Device port box does not resides on BUS 1
or 8.
c
Click the Resources and Media Bay Modules keys, and check all the buses until you find
your port number. and make sure the bus that your port is on is assigned to a Digital
Station Module. The only modules that a CDN can reside on are Digital Station Modules.
They do not have to be equipped but they must be programmed for BUS type: Station
Module. CDNs are invalid if they reside on any other type of module.
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Chapter 18 Troubleshooting Call Center 249
Call Center calls do not follow Call Forward rules, but non-Call Center calls
do
For example, an agent is logged onto a set that is configured to CFNA to voicemail. A call is
distributed to the agent, who does not answer it, and the call is returned to the skillset, but the
desired behavior is to transfer the call to voicemail. Non-Call Center calls that do not get answered
do go to voicemail.
To have non-Call Center calls to go to voicemail and Call Center calls to return to the skillset,
make sure that the number of rings for Call Forward to Voicemail is set to greater than the Transfer
Callback Timer.
To have both Call Center and non-Call Center calls to go to voicemail, make sure that the number
of rings for Call Forward to Voicemail is set to less than the Transfer Callback Timer.
Also make sure that Call Centre agents have a CFNA Delay to voicemail/skillset DN that is lower
than the Transfer Callback setting. This way, unanswered Call Centre calls return to the
originating skillset and non-Call Centre calls are forwarded to the agent’s personal mailbox.
Callers hear the message “Your session cannot be continued at this time.
Exiting the system. Goodbye.”
This happens if:
•
an incoming Call Centre call is transferred to an available agent but the agent has left their
desk and are still logged on, but has not made themselves Not Ready
and
•
the first step in a Routing Table is a Distribute step. The first step for all routing tables should
be a Greeting. If a call enters a skillset that has a Greeting as step 1 and there are available
agents, the call is transferred to the available agent without hearing the greeting, unless it is a
Forced Greeting.
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251
Chapter 19
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, the Primary and
Secondary Alert times and the Master Client Address
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 greeting numbers and information about them
Record the Intelligent Overflow Routing parameters for each
skillset
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 Caller Input Rules
Record CLID/DNIS Routing
Record Line Answering details
Note: Make copies of these pages as required.
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252 Chapter 19 Call Center Programming Record
Feature Codes
Feature code name
Dialpad buttons
≤·‚·
≤·°⁄
≤·‚›
≤·‚°
Custom Feature Code
≤ · ____ ____
≤ · ____ ____
≤ · ____ ____
≤ · ____ ____
≤ · ____ ____
≤ · ____ ____
≤ · ____ ____
≤ · ____ ____
≤ · ____ ____
Display Waiting Calls
Open Mailbox
Log on/Log off
Not Ready
Return to skillset on No Answer
Voicemail DN
≤·°fi
≤·°¤
≤·‚fi
≤·‚fl
Operator status
Supervise
Supervisor Help
General Call Center properties
Number of Reserved channels
Primary alert time limit in mm:ss
Secondary alert time limit in mm:ss
Master Client Address
Enable Caller ID
Supervisor Help
CLID settings
Operator/Business Status
Password OPERATOR (67372867)
Receptionist or Operator available*
Business open*
Y
N
N
N
Y
Y
Answer lines
Receptionist or Operator extension
Auto
Skillset Number ___
Manual
Auto
Day Night
Skillset Number ___
Call Center Service*
Manual
Day Night
* These settings are usually changed by the receptionist or Operator on a daily basis.
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Chapter 19 Call Center Programming Record 253
Call Center skillsets
Skillset
Rules
Default
Skillset #
parameter
Skillset name
Maximum 16 characters
SKILLn
Extension cannot be used by
Control DN (CDN) another telephone or peripheral
MWI extension
Method
Least Busy or Preferred
Least Busy
00:30
Enter as mm:ss
minimum: 00 min 00 sec
maximum: 59 min, 59 sec
Break Time
Enter as mm:ss
minimum: 00 min 00 sec
maximum: 10 min 00 sec
Delay answer
Attendant ext
00:00
Attendant extension for the
skillset. If clear, the operator
extension is used
not selected
10
Use previous _
calls
The number of previous calls
used to calculate EWT.
EWT increase
allowed
selected
call time used to calculate EWT
before the number of calls
specified in Use Previous is
reached.
Initial Call
Duration
Primary or alternate. Appears if
Bilingual is enabled in the
system properties
Language
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Chapter 19 Call Center Programming Record 255
Intelligent Overflow Routing
Skillset:
Service Mode
(circle one)
Conditions
Action
Day
Timer: ____:____
Move to skillset: ___
Night
24 Hour
Overflow to skillset(s): _________________
Send to skillset mailbox
Agents not logged in: Y
Timer: ____:____
N
N
N
N
N
N
N
N
N
N
Day
Move to skillset: ___
Night
24 Hour
Overflow to skillset(s): _________________
Send to skillset mailbox
Agents not logged in: Y
Timer: ____:____
Day
Move to skillset: ___
Night
24 Hour
Overflow to skillset(s): _________________
Send to skillset mailbox
Agents not logged in: Y
Timer: ____:____
Day
Move to skillset: ___
Night
24 Hour
Overflow to skillset(s): _________________
Send to skillset mailbox
Agents not logged in: Y
Timer: ____:____
Day
Move to skillset: ___
Night
24 Hour
Overflow to skillset(s): _________________
Send to skillset mailbox
Agents not logged in: Y
Timer: ____:____
Day
Move to skillset: ___
Night
24 Hour
Overflow to skillset(s): _________________
Send to skillset mailbox
Agents not logged in: Y
Timer: ____:____
Day
Move to skillset: ___
Night
24 Hour
Overflow to skillset(s): _________________
Send to skillset mailbox
Agents not logged in: Y
Timer: ____:____
Day
Move to skillset: ___
Night
24 Hour
Overflow to skillset(s): _________________
Send to skillset mailbox
Agents not logged in: Y
Timer: ____:____
Day
Move to skillset: ___
Night
24 Hour
Overflow to skillset(s): _________________
Send to skillset mailbox
Agents not logged in: Y
Timer: ____:____
Day
Move to skillset: ___
Night
24 Hour
Overflow to skillset(s): _________________
Send to skillset mailbox
Agents not logged in: Y
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Chapter 19 Call Center Programming Record 259
Routing Tables
Skillset # _______________
Day or Night _______________
Step #
Type of step:
Step parameters
Greeting, Distribution,
Transfer, Intelligent Caller
Input Routing Basic or
Advanced, Disconnect
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263
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 similar to 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 (previously called Force Call) 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, they are taken out of the skillset for
this Break Time. The agent can extend or cancel the Break Time by using the Not Ready
Feature Code.
CCR
See Custom Call Routing.
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CDN
See Control Directory Number.
Call Center
Call Center receives, holds and routes calls to agents in a call center.
call center
A call center is a department or a business that uses Nortel Networks Call Center to handle
numerous incoming calls. A call center typically employs several agents to answer calls.
Call Center Administrator
The Call Center Administrator sets up, and manages the day-to-day operation of a call
center. The Call Center Administrator monitors the overall performance of the call center
and balances the staffing according to call traffic demands.
Call Forward All Calls
This feature forwards all calls from a phone to another extension number. For example, all
calls from a telephone can be forwarded to the CDN of a skillset.
Call Forward No Answer
This feature forwards unanswered calls from a phone 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
This feature forwards all calls from a phone to another extension if all the lines assigned to
the phone are busy.
CallPilot
CallPilot is a versatile business communications tool that you can use to:
•
•
•
answer incoming calls
offer callers a selection of options to route their calls or access information
provide advanced voicemail, Auto Attendant and call handling capabilities
CallPilot includes voicemail, Auto Attendant, Custom Call Routing and Fax Answering
features.
CallPilot also has optional features such as Fax, Call Center, Desktop Messaging and
Messaging that enhance your communications. What options are available to you depends
on what system you use. For more information about CallPilot, see the CallPilot Manager
Set Up and Operation Guide.
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.
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Glossary 265
Class of Service
The Class of Service defines the values for mailboxes.
Control Directory Number (CDN)
The Control Directory Number (Control DN or CDN) is the extension number of a Call
Center skillset. The CDN is the number used to transfer calls to a skillset. The CallPilot
installer is responsible for assigning a CDN to each skillset before the skillset can be
enabled.
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 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 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, (previously known as Queue Status), 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 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.
Dynamic agent priority
On Business Communications Manager agents can have a different priority depending
upon which skillset they are logged on to. For example when an agent is a member of the
English skillset, their priority can be 1 because they are fluent in English. The same agent
can have a priority of 3 when they are logged on to the Spanish skillset and, a priority of 6
when they are logged on to the German skillset.
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Dynamic call priority
Call priority is distinct from agent priority. If a waiting call needs to be routed, for
example when an agent becomes available, Call Center determines which waiting call
must be handled next. This is the call with the highest priority, or, if all the waiting calls
have the same priority, the call with the longest wait time. Call Center then determines the
right agent to handle the call. If the skillset’s method of call distribution is Preferred, Call
Center finds the available agents assigned to and logged in to the skillset, and chooses the
one with the highest priority. If the method is Least Busy, the agent that has been available
longest is routed the call.
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, Advanced
Intelligent Caller Input Routing, Advanced lets callers route their calls based on
multi-digit fixed or variable rules that you create in the Caller Input Rules Tables.
Intelligent Caller Input Routing, Basic
Intelligent Caller Input Routing, Basic (Previously called Basic Transfer), lets callers
direct their calls to an Operator, Automated Attendant, skillset mailbox, CCR Tree or
internal or external number.
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.
Intelligent Overflow Routing
Intelligent Overflow Routing uses 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, a CCR Tree, the Automated Attendant or an operator.
Least Busy
Least Busy, (previously called 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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Glossary 267
Memory button indicator
Memory button indicators are the triangular-shaped indicators on a phone next to the
memory buttons. Memory button indicators can be used to monitor call activity and view
the Login/Logout status and the Not Ready status of agents.
Message Waiting Indication (MWI)
The Message Waiting Indication appears on a phone display as Message for you when
there are new messages.
Message Waiting Indication extension (MWI extension or MWI DN)
For each skillset mailbox, you can assign a phone as the designated MWI extension. The
Message Waiting Indication extension is an optional phone number that indicates when a
skillset mailbox has messages waiting. The MWI extension that you assign shows
Message for you on the phone display when there are new messages in the skillset
mailbox.
Method of Call Distribution (Method)
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, (previously known as Make Busy), 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. On Business
Communications Manager Professional, agents can have dynamic agent priority.
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), (previously known as Auto Make Busy) is an agent
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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268 Glossary
Real time
Real time is a term for when there is very little response time between when an event
occurs and when the information about the event is displayed. You can monitor the real
time or current situation of agents and call activity by using the Display Waiting Calls
Feature Code.
Reserved channel
Reserved channels are voice channels reserved exclusively for Call Center. Reserved
channels are used to play greetings to callers waiting in a skillset. 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, (previously called queues) collect and distributes 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.
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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270 Index
CallPilot
Deleting
Destination number
Caption
Destination,Off-premiseMessageNotificationnumbers
Determining
Changing
Channels
Character limit
Display telephone
CLID/DNIS Routing
E
Expected Wait Time
D
F
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Index 271
Intelligent Caller Input Routing
L
Lines
G
Logging off
Greeting
M
Mailbox
Greetings, call center
Mailbox interface
Memory button
Message Waiting Indication
H
Hours
Messages
I
Indicators
playing
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272 Index
destination pager number and message
setting up
Off-premise Message Notification parameters
Opening your mailbox
Monitoring
Operator
P
Parameters
Password
N
Name
Playing message envelope
Number
Preventing calls from ringing at an agent’s telephone
244
O
R
destination number
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Index 273
Off-premise Message Notification
Replying
Silent monitor
Resetting
Skillset
Reviewing
Routing Table
Routing Table steps
Skillset mailbox
S
Setting up
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274 Index
Transfer Allowed
Troubleshooting
cannot change the Call Center Skillset Parameters
246
Skillset parameters
U
V
Supervisor
T
Telephone
Time
Timeout
Tips
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