Nortel Networks Telephone Call Center Telephone User Manual

Part No. N0025637 01  
December 2, 2004  
Call Center  
Telephone Administration  
Guide  
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Contents  
Call Center Telephone Administration Guide  
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Contents  
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Call Center Telephone Administration Guide  
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Contents  
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Chapter 1  
About Call Center  
This guide leads a Call Center Administrator through setting up and operating Call Center on a  
CallPilot 100/150 or BCM50 system. You can program Call Center using any two-line display  
telephone on your telephone system. You can also use the web-based CallPilot Manager to set up  
and operate Call Center.  
Call Center is an application that handles incoming calls as efficiently and economically as  
possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely  
matches the needs of the caller. Calls can be routed based on the origin of the call, the destination  
of the call, or the information entered by the caller. Callers can be given high or low priorities.  
Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a  
message, and hear announcements and informative messages.  
For information about Call Center features, refer to the Call Center Set Up and Operation Guide.  
Call Center Telephone Administration Guide  
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10 Chapter 1 About Call Center  
What Call Center includes  
You can use Enhanced or Basic Call Center on CallPilot. Basic Call Center is available for  
BCM50.  
Features  
Basic Call Center  
Enhanced Call Center  
Skillsets  
2
1
30  
29  
Overflow skillsets  
Configured agents (available agent IDs)  
Agent priority levels  
20  
100  
20  
Active agents  
10  
15  
15  
Enhanced: max 50, min 20  
Active calls in all skillsets  
Maximum active calls per skillset  
48  
48  
Lines that can be configured for Call  
Center  
15  
30  
8
Voice ports (shared with CallPilot or  
dedicated)  
(You can have an additional 8 for CallPilot if you have 2 CallPilots  
on 1 KSU)  
Routing tables per skillset  
Greetings  
2
30  
50  
Steps per routing table  
Skillset mailboxes  
Supervisors  
20  
2
30  
16  
10  
Silent is available only if a MICS 7.0 or later KSU is used.  
Otherwise, muted mode is available. Only one mode is available  
at a time, so if silent monitor is available, muted monitor is not.  
Supervisor functionality, including call  
monitoring  
Maximum simultaneous monitoring  
sessions  
6
Day of Week Service: you specify the  
start times for the day and night skillset  
for each day of the week  
Available  
Limited Feature 983 telephone  
administration  
Available  
Supervisor Help  
Available with Silent Monitor. Not supported with Muted Monitor.  
Expected Wait Time  
Activity Codes  
5 tables  
20 tables  
2,000 entries  
Dynamic agent priority levels  
Caller Input Tables  
CallPilot Manager  
Not available  
Not available  
20  
30  
Available  
Enabled with optional Software  
Authorization Code  
Call Center Reporting  
Included  
20  
Dynamic call priority levels  
Not available  
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Chapter 1 About Call Center 11  
Features  
Basic Call Center  
Enhanced Call Center  
Overflow rules per skillset  
20  
20  
Basic Intelligent Caller Input Routing:  
the ability to route a call to an Operator,  
Auto Attendant, skillset mailbox, CCR  
Tree or internal or external number  
Available  
Advanced Intelligent Caller Input  
Routing: the ability to route a call based  
on multi-digit fixed or variable strings  
Not available  
Available  
Delegated Call Center Administration:  
the System Administrator can create a  
password to give a Call Center  
Administrator or supervisor access to  
Call Center administration.  
Available  
Available  
Intelligent Overflow Routing: rules you  
create to overflow, change the priority of,  
and move calls to multiple skillsets, a  
skillset mailbox, an internal or external  
number, a mailbox, the Auto Attendant  
or an operator.  
Intelligent CLID/DNIS Routing  
Overflow rules per skillset  
Not available  
Available  
20  
Service Mode: you specify the start and  
end times for the day and night skillset  
for each day of the week  
Available  
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12 Chapter 1 About Call Center  
What you can administer through a telephone  
Call Center properties  
Software authorization code  
Primary and Secondary Alert times  
Reserved Channels  
Supervisor Help  
Caller ID display settings  
Lines  
Answer lines status  
Reset Administrator password  
Call Center greetings  
NOTE: You must use CallPilot Manager to add Greeting  
captions.  
Skillsets  
Parameters: name, number, control DN,  
Message Waiting Indicator DN, Method of  
Distribution, Break Time, Delay Answer,  
Activity Code and Expected Wait Time  
settings, service mode, prompt language,  
attendant extension.  
Monitor skillsets  
NOTE: you must use CallPilot Manager to set up Caller Input  
Rules and Expected Wait Time and Activity Code tables.  
Skillset mailboxes  
initialize a skillset mailbox  
change a skillset mailbox password  
record skillset mailbox greetings  
play skillset mailbox messages  
Off-premise message notification  
Agents  
Agent ID, name, supervisor, automatic  
answer, missed call options, priority, Activity “Adding an agent” on page 102  
Code entry type  
Assign agents to skillsets  
Log an agent off  
Reset an agent password  
Monitor agents  
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Chapter 1 About Call Center 13  
Routing  
Intelligent Overflow Routing  
Greeting step  
Distribute for step  
Goto step  
Transfer step  
Disconnect step  
Expected Wait Time tables  
NOTE: You must use CallPilot Manager. You cannot  
administer EWT Tables via telephone.  
Activity Codes  
NOTE: You must use CallPilot Manager. You cannot  
administer Activity Codes via telephone.  
Caller Input Rule Tables  
Advanced Intelligent Caller Input Routing  
NOTE: You must use CallPilot Manager. You cannot  
administer Caller Input Rule Tables via telephone.  
NOTE: You must use CallPilot Manager. You cannot  
administer Advanced Intelligent Caller Input Routing via  
telephone.  
Related documents  
For more information about Call Center refer to the:  
Nortel Networks Call Center Set Up and Operation Guide  
Nortel Networks Call Center Agent Guide  
Nortel Networks Call Center Supervisor Guide  
Nortel Networks Call Center Reporting Set Up and Operation Guide  
For information about setting up CallPilot refer to the:  
CallPilot Manager Set Up and Operation Guide  
CallPilot Telephone Administration Guide  
CallPilot 100/150 Installation and Maintenance Guide  
For information about configuring telephony resources, refer to the:  
Norstar System Coordinator Guide  
Call Center Telephone Administration Guide  
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14 Chapter 1 About Call Center  
How to get help  
USA and Canada  
Authorized Distributors - ITAS Technical Support  
Telephone:  
1-800-4NORTEL (1-800-466-7835)  
If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#.  
If you do not yet have a PIN Code, or for general questions and first line support, you can enter  
ERC 338#.  
Website:  
http://www.nortelnetworks.com/itas/  
email:  
Presales Support (CSAN)  
Telephone:  
1-800-4NORTEL (1-800-466-7835)  
Use Express Routing Code (ERC) 1063#  
EMEA (Europe, Middle East, Africa)  
Technical Support - CTAS  
Telephone:  
00800 800 89009  
Fax:  
44-191-555-7980  
email:  
CALA (Caribbean & Latin America)  
Technical Support - CTAS  
Telephone:  
1-954-858-7777  
email:  
APAC (Asia Pacific)  
Technical Support - CTAS  
Telephone:  
+61 388664627  
Fax:  
+61 388664644  
email:  
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15  
Chapter 2  
About Call Center telephone administration  
Setting up Call Center with a two line display telephone  
You cannot use a single line display telephone to set up and administer Call Center. You must use  
a two line display telephone. Two line display telephones show Call Center commands and  
options. A two line display can show up to three display options at once. In some instances, an  
option does not have a corresponding display button, and you must select the option by pressing  
buttons on the diapad.  
An example of a two line display  
Skillset 1: Enabled  
SKILL NEXT  
Display command line  
Display button options  
Display buttons  
System timeout  
If you pause longer than 2 minutes (120 seconds) when you program Call Center on a two line  
display telephone, the system times out and ends the session. This is a safety feature that prevents  
unauthorized use of the system.  
For example, if the system times out before you enter all the settings for a skillset, you must use  
the procedures in “Changing skillset properties” on page 49 to finish setting up the skillset.  
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16 Chapter 2 About Call Center telephone administration  
Using the dialpad  
The buttons on your display telephone dialpad act as both numbers and letters. Each button  
represents a number and letters of the alphabet.  
press the dialpad button that represents the letter or number. Press the  
button again to see the next letter or number.  
To enter a character  
To accept a character  
press £ or press another button. When you press another button, the  
cursor advances and the display shows the first character on the new  
button.  
press the BKSP display button.  
To delete a character  
Numbers and letters on the dialpad.  
1 ’ -  
¤
°
A B C 2 a b c  
J K L 5 j k l  
·
D E F 3 d e f  
G H I 4 g h i  
P Q R S 7 p q r s  
Quit  
M N O 6 m n o  
W X Y Z 9 w x y z  
T U V 8 t u v  
Q Z Zero q z  
£ Accepts the displayed letter and “,”  
(comma)  
The display can show up to 16 characters. Whether the prompt remains on the display depends on  
the type of prompt that is displayed.  
Pswd:1111  
This is an example of a display with fewer than 16 characters, where  
the command line prompt remains on the display.  
OTHR  
RETRY  
OK  
Name:  
RETRY  
This display shows the Name: command line prompt.  
BKSP  
BKSP  
OK  
OK  
P
When you begin to enter the last name, the Name: command line  
prompt disappears. For example, if you enter the name Partridge, you  
press the pad for P, and the display drops the Name: prompt.  
RETRY  
PARTRIDGE  
RETRY BKSP  
Although the name is only nine characters long, the command line  
prompt is not shown on the display after you enter the entire name.  
OK  
The prompt disappears for these command line prompts:  
Name:  
Log:  
Dest ph:  
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Chapter 2 About Call Center telephone administration 17  
Symbols and conventions used in this guide  
These conventions and symbols are used to represent the Business Series Terminal display and  
dialpad.  
Convention  
Example  
Used for  
Word in a special font (in the top  
line of the display)  
Pswd:  
Command line prompts on display telephones.  
Underlined word in capital letters PLAY  
(on the bottom line of a two line  
display telephone)  
Display option. Available on two line display  
telephones. Press the button directly below the  
option on the display to proceed.  
Dialpad buttons  
Buttons you press on the dialpad to select a  
particular option.  
£
About telephone buttons  
This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that  
pertain to the type of telephone you use.  
M7100, M7208, M7310,  
M7324  
M7100N, M7208N,  
M7310N, M7324N  
Button name  
Feature  
T7100, T7208, T7316  
ƒ
©
F
x
Handsfree  
Bottom right-hand  
button  
©
Hold  
˙
®
Volume Control  
Release  
-<<< >>>+  
®
®
You can enter , ƒ or F and the code to use a feature. For example, press  
x
≤·°⁄ to access your mailbox.  
The T7100 works differently from other telephones on your system because it does not have line  
buttons. Where other telephones require that you select a line button to answer a call, on the T7100  
terminal you pick up the handset. Where other telephones require you to select a line button to take  
a call off hold, you press on the T7100 terminal.  
On T7100 terminals, you can answer a second call by pressing . Your active call is put on hold  
and you connect to the waiting call. You can have no more than two active calls at one time.  
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18 Chapter 2 About Call Center telephone administration  
Feature codes  
You use Feature Codes to perform Call Center functions on your telephone.  
Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call  
Center can also use custom Feature Codes. If the default Feature Codes are used by another  
application, your system automatically assigns custom Feature Codes. If your System  
Administrator has assigned custom Feature Codes, you can use the table “Feature Codes” on page  
172 to record the Custom Feature Codes.  
To determine the Feature Codes  
1
Press ·•⁄.  
Login/out:  
Ready Mode:  
F9xx  
NEXT  
2
The display shows the name and number of the Log In/Log Out  
Feature Code. xx represents a number between 00 and 99.  
3
4
Press NEXT.  
F9xx  
NEXT  
The display shows the name and number of the Ready Mode Feature  
Code.  
5
6
7
Press NEXT to see more Feature Codes.  
When the display shows QUIT you have seen all the Feature Codes.  
Press ® to end the session.  
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Chapter 2 About Call Center telephone administration 19  
Programming a memory button with a Feature Code  
Each Feature Code can be programmed to a memory button. We recommend that you use memory  
buttons with indicators to program the Feature Codes. A memory button indicator is the triangle  
next to a memory button.  
You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready  
status of agents. For information about how the status appears, refer to the Nortel Networks Call  
Center Agent Guide.  
For information about using programmed memory buttons to monitor call activity, refer to  
To program a memory button  
1
Press ≤•‹.  
Do not lift your handset.  
Program Features  
2
3
4
5
The display shows Program Features.  
Press a memory button with an LCD indicator.  
Press .  
Press a button  
QUIT  
Feature Code:  
QUIT  
F__  
QUIT  
Enter the Feature Code number that you want to program.  
For example, enter ·‚· to program the Display Waiting Calls  
Feature Code. See the tables “Feature Codes used by Call Center  
Feature Codes.  
CLEAR  
Repeat steps 1 through 5 for each Feature Code you want to  
program.  
Programmed  
6
The display shows that the button is programmed, and then ends the  
session.  
Use the paper labels that come with your telephone to identify the programmed button. To use the  
Feature Code, press the labeled button.  
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20 Chapter 2 About Call Center telephone administration  
Feature Codes used by Call Center Administrators and  
supervisors  
Use this Feature Code  
To...  
open skillset mailboxes  
Open Mailbox  
≤ ·°⁄  
record skillset mailbox greetings  
listen to messages in the skillset mailbox  
set or change the operator extension  
Operator Settings  
≤ ·°¤  
indicate whether the operator is available  
select the day and night service modes for skillsets  
change the password for Operator Settings  
For more information on using the Operator Feature Code, refer to “Setting the  
display the skillset mailbox number (Control DN) for each skillset  
display the extension for Message Waiting Indication for the skillset mailbox  
reset the passwords of the Call Center Administrator and the operator  
Voicemail DN  
≤ ·°fi  
For information on the Control DN, refer to “Determining a skillset mailbox  
For information on resetting the Operator and Call Center Administrator  
view real-time status information about skillsets. You can see how busy your  
call center is so that you can adjust skillset staffing  
Display Waiting Calls  
Skillset Status  
view whether a skillset is enabled or disabled  
view the number of agents logged on to the skillset  
view the number of calls waiting  
≤ ·‚·  
view the longest wait time of a call  
To provide easy, one-button access to the this feature, program a memory button  
that has an indicator with ≤ ·‚·.  
Log on/Log off  
≤·‚›  
log agents off if they forget to log off.  
For information, refer to “Logging an agent off” on page 111.  
Monitor agents  
≤·‚fi  
lets you monitor agents  
Supervisor Help  
≤·‚fl  
lets you take agents’ help requests  
extend a Break Time period if agents need time after calls to do paperwork or  
wrap up tasks. For more information about Break Time properties for a  
skillset, refer to “Break Time” on page 41.  
Not Ready  
≤·‚°  
Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are used  
primarily by agents. For information on the Feature Codes used by agents, refer to “Feature  
Note: While you use a feature, if you press the Feature button your present feature session  
ends. Do not press unless you want to end your current feature session.  
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Chapter 2 About Call Center telephone administration 21  
Feature Codes used by Call Center agents  
If you have Custom Feature Codes, record them in the table “Feature Codes” on page 172.  
Agent Feature Codes  
For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent  
Guide. For more information on Feature Codes used by supervisors, refer to the “Feature Codes  
Agents use this Feature Code To...  
Open Mailbox  
access messages in a skillset mailbox  
≤ ·°⁄  
log on when they are in the office  
Log on/Log off  
Monitor skillsets  
≤·‚›  
view the status of the skillsets they are logged on to. Agents can  
program a memory button with the Log on/Log off Feature Code. The  
status of the calls waiting in the skillset is shown by the flash rate of  
the indicator. For more information refer to “Primary and Secondary  
requests help from a supervisor  
Supervisor Help  
≤·‚fl  
start a session where they can enter Activity Codes  
Activity Codes  
≤·‚‡  
activate or cancel the Not Ready feature on their telephone. If the  
work resulting from a call requires extra time to complete, an agent  
can use the Not Ready Feature Code to prevent Call Center from  
routing another call to them. If an agent makes a telephone call, or if a  
supervisor is monitoring a call, they first use the Not Ready Feature  
Code to activate the Not Ready feature. When the agent is ready to  
receive calls, they use this Feature Code to cancel the Not Ready  
feature and receive calls again.  
Not Ready  
≤·‚°  
If an agent does not answer a call within a certain number of rings, the  
call is returned to the skillset and the agent telephone is automatically  
placed into Auto Busy Mode or Auto Logout Mode. The agent must  
manually cancel the Auto Busy Mode feature by using the Not Ready  
Feature Code to continue to receive calls.  
see, during peak call periods, which skillsets have the most call  
activity.  
Display Waiting Calls  
≤ ·‚·  
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22 Chapter 2 About Call Center telephone administration  
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Chapter 3  
Call Center general properties  
To set the Call Center general properties you:  
set the Primary and Secondary alert times  
set the number of Reserved channels  
set the CLID parameter  
set the Supervisor Help request timeout value  
select from which skillsets a supervisor can receive help requests  
configure the lines to be answered by Call Center  
set the line answering status  
If you do not have Call Center as your primary application, you must enable the Call Center  
software authorization code. You can also change the Call Center Administrator password if you  
lose the password or want to change it.  
Enabling the Call Center software authorization code  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
password, and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
Press ››.  
AA  
OTHR  
This option does not appear as a display button option.  
Options admin:  
ADD VIEW  
Press ADD to display the system identification number  
or  
press VIEW to view the options that are enabled on the CallPilot  
system.  
SN: xxxxxxxxxxx  
4
5
6
7
8
The display shows the system identification number.  
Press OK.  
OK  
OK  
OK  
OK  
Key1:  
RETRY  
Enter the first eight numbers of the Call Center software  
authorization code and press OK.  
Key2:  
RETRY  
Enter the second eight numbers of the Call Center software  
authorization code and press OK.  
Key3:  
RETRY  
Enter the last eight numbers of the Call Center software  
authorization code and press OK.  
Call Center  
ACCEPT  
Press ACCEPT to enable the keycode.  
QUIT  
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24 Chapter 3 Call Center general properties  
Enabled  
9
The display shows that the software authorization code is enabled.  
10 Press ® to end the session.  
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Chapter 3 Call Center general properties 25  
Setting Call Center general properties  
When you set up Call Center you must assign values for the general properties. The general Call  
Center properties are:  
Primary and Secondary alert times  
Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be greater  
than the Primary alert time. You can have Primary and Secondary alerts for all the calls in the call  
center, or for just the calls waiting in skillsets that you are logged on to.  
If a call exceeds the Primary alert time:  
a memory button indicator programmed with Display Waiting Calls (≤·‚·) flashes  
slowly. ≤·‚· flashes based on the status of all the calls in the call center.  
a memory button indicator programmed with Agent Login (≤·‚›) flashes slowly.  
≤·‚› flashes based on the status of the calls for the skillsets an agent is logged on to.  
If a call exceeds the Secondary alert time:  
a memory button indicator programmed with Display Waiting Calls (≤·‚·) flashes  
quickly. ≤·‚· flashes based on the status of all the calls in the call center.  
a memory button indicator programmed with Agent Login (≤·‚›) flashes quickly.  
≤·‚› flashes based on the status of the calls for the skillsets an agent is logged on to.  
A slowly flashing indicator alerts you that a call has exceeded the Primary alert time. A quickly  
flashing indicator alerts you that a call has exceeded the Secondary alert time. The indicator stops  
flashing when the calls are handled.  
You assign alert times in minutes and seconds. There is no default value for alert times.  
For how to program a memory button, refer to “Programming a memory button with a Feature  
Note: Agents do not have to be logged on to see the Display Waiting Calls memory  
button flashing. A memory button must be programmed with the Display Waiting Calls  
Feature Code and the Primary alert time must be set up for the memory button to show  
waiting calls status.  
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26 Chapter 3 Call Center general properties  
Reserved channels  
Reserved channels are voice channels that are reserved for use by Call Center. If you reserve  
channels for Call Center, you ensure that callers are played skillset announcements, and CallPilot  
does not use all of the voice channels.  
A reserved channel is used when:  
a Call Center greeting plays to a caller  
Off-premise Message Notification notifies you that there is a message in a skillset mailbox  
To set Call Center general properties  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
password, and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press OTHR.  
Press PARM.  
CC Admin  
GRTG  
PARM  
Refresh chans: 1  
CHNG  
Press CHNG if you want to change the number of reserved channels  
(from 0 - 6) and press NEXT  
NEXT  
or  
press NEXT.  
Pri alert: xx:xx  
7
8
9
Press CHNG to set a Primary Alert time  
or  
press NEXT and go to step 10.  
CHNG  
NEXT  
Pri alert mmss:  
RETRY  
Enter the Primary Alert time.  
This is a four digit field. Add a zero to any single digit hour or  
minute.  
Pri alert: xx:xx  
The display shows the Primary Alert time.  
Press NEXT.  
CHNG  
NEXT  
Sec alert: xx:xx  
CHNG  
10 Press CHNG to set a Secondary Alert time  
OK  
or  
press NEXT and go to step 13.  
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Chapter 3 Call Center general properties 27  
Sec alert mmss:  
RETRY  
11 Enter the Secondary Alert time.  
This is a four digit field. Add a zero to any single digit hour or  
minute.  
Sec alert: xx:xx  
CHNG  
12 The display shows the Secondary Alert time.  
OK  
Press OK.  
CC Admin  
GRTG  
13 Press ® to end the session.  
PARM  
Setting Caller ID  
You can select how you want caller information to be displayed on agent telephones:  
Name and number: displays the caller's name for 3 seconds and then the skillset name. If the  
caller's name is not available, the caller's number is shown.  
Number only: displays the caller's number for 3 seconds and then the skillset name.  
No Caller ID: displays the skillset name.  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
password, and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press OTHR.  
Press PARM.  
CC Admin  
GRTG  
PARM  
CLID: No CLID  
CHNG  
Press NEXT until this display appears.  
Press NEXT to select no CLID  
or  
NEXT  
press CHNG to select Number Only or Name and Number.  
7
Press ® to end the session.  
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28 Chapter 3 Call Center general properties  
Setting the Supervisor Help request timeout  
The Supervisor Help Request Timeout is when to escalate a request if the chosen supervisor does  
not answer the help request. You can enter a value between 1 and 60 seconds. The default is 12  
seconds.  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
password, and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press OTHR.  
CC Admin  
GRTG  
Press PARM.  
PARM  
Press ® to end the session.  
Selecting skillsets supervisors can receive help requests from  
The Supervisor Help From setting lets you determine where escalated requests go.  
All skillsets: sends an unanswered help request system-wide to all Call Center supervisors.  
Agent’s skillsets only: sends an unanswered help request to only the supervisors logged on to  
skillsets that the agent is assigned to.From the Supervisor Help From options select all skillsets  
or agent’s skillsets only.  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
password, and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
4
5
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press OTHR.  
Sup Help:  
CHNG  
Press NEXT until this display appears.  
Press NEXT to accept the default value of All Skillsets  
or  
NEXT  
press CHNG to choose Agent’s skillsets only.  
6
Press ® to end the session.  
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Chapter 3 Call Center general properties 29  
Configuring lines  
Before Call Center can answer an incoming line, you must assign the line to be answered by a Call  
Center skillset. You can configure a maximum of 15 lines for Basic Call Center and 30 for  
Enhanced. The line numbers can be any line number from 1 to 500.  
For each line that you want Call Center to answer, you assign:  
the line to be answered by Call Center  
the skillset that calls on this line go to  
the number of rings before the line is answered  
You can record your line answering information in the table “Line answering” on page 179.  
You must disable a skillset and wait until there are no calls in the skillset before you can add lines  
to it. You cannot add lines to a skillset while it is in use. For how to disable a skillset refer to  
Note: Target lines that are assigned to a B2 skillset cannot have their prime extension  
programmed as the Control DN of the skillset. This is restricted by the software. The  
recommended setting for these lines is blank.  
For information on how to program the prime extension, refer to the Norstar System  
Coordinator Guide.  
Lines that are programmed to be answered by Call Center must not be programmed to be answered  
by another peripheral or application.  
To delay calls being answered, you can assign Call Center to answer incoming calls after a  
specified number of rings. The number of rings ranges from zero to 12. If the number of rings is  
zero, Call Center answers immediately.  
For analog lines equipped with Caller ID, you must set the number of rings to two or more. Caller  
ID information is not provided until just prior to the second ring, so if you set the number of rings  
to zero or one, Caller ID information is not relayed.  
Long distance charges start when a call is answered by Call Center. To minimize long distance  
charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state.  
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30 Chapter 3 Call Center general properties  
To configure lines for Call Center  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
password, and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
4
5
6
7
8
Press AA.  
AA  
OTHR  
Auto Atdt Admin  
GRTG TABLE LINES  
Press LINES.  
Line number:  
RETRY  
Enter the line number and press OK.  
Press CHNG.  
OK  
Line: x  
CHNG  
Ans: No  
NEXT  
Line: x  
CHNG TABLE NEXT  
Ans: AA  
Press CHNG.  
Line: x Ans: CC  
Press SKILL.  
CHNG SKILL NEXT  
Skill number:  
Enter the number of the skillset you want to answer the line and  
press OK.  
RETRY  
OK  
Line: x  
CHNG RINGS NEXT  
Skill: 1  
9
Press RINGS.  
Line: x Rings: 0  
10 Press CHNG.  
CHNG  
ANS  
NEXT  
OK  
No of rings:  
RETRY  
11 Enter the number of rings and press OK.  
Line: x Rings: x  
12 Press NEXT to configure another line  
CHNG  
ANS  
NEXT  
or  
press ® to end the session.  
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Chapter 3 Call Center general properties 31  
Setting the Answer Lines status  
The Answer Lines status determines whether Call Center answers the assigned lines. If the Answer  
Line status is set to Yes, Call Center answers the lines assigned as Call Center and CallPilot  
answers the lines assigned as AA. If the Answer Line status is set to No, neither Call Center nor  
CallPilot answers lines.  
To set the Answer Lines status  
Pswd:  
RETRY  
1
Press ·°¤.  
OK  
Enter the Operator password, and then press OK.  
The default Operator password is fl‡‹‡¤°fl‡  
(Operator). To change the Operator password refer to “Resetting the  
Choose option  
OPER  
2
3
4
5
Press OPER.  
Press NEXT  
Press NEXT.  
MODE  
NEXT  
Atdt avail: x  
CHNG  
Business open: x  
CHNG  
NEXT  
Answer lines? N  
CHNG  
Press CHNG.  
NEXT  
If you set Answer Lines to N the display shows Disabling...  
If you set Answer Lines to Y the display shows Enabling...  
6
Press ® to end the session.  
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32 Chapter 3 Call Center general properties  
Resetting the Call Center Administrator password  
You can reset the Call Center Administrator password by resetting the password to the default  
password and then creating a new password. You can reset the password to keep the system secure,  
and to create a new password if you forget the Call Center Administrator password.  
If you reset the password, you must log on to the Call Center Administrator mailbox using the  
default password 0000 and create a new password.  
Warning: Change the System Administrator password frequently to minimize the  
risk of unauthorized activity. If you reset the Call Center Administrator password, log  
on to the Call Center Administrator mailbox and create a new password immediately  
to prevent unauthorized access to the system.  
Default Call Center Administrator Mailbox number and password combinations  
the default Call  
For a mailbox  
number length  
of...  
Center  
Administrator  
and the default Call  
Center Administrator  
so the combined mailbox number  
Mailbox number is... Mailbox password is... and password is...  
2
3
4
5
6
7
12  
0000  
0000  
0000  
0000  
0000  
0000  
120000  
102  
1020000  
1002  
10020000  
100020000  
1000020000  
10000020000  
10002  
100002  
1000002  
To reset the Call Center Administrator password  
Set <xxxx>  
1
Press ·°fi.  
The Voicemail DN appears on your display.  
OK  
Pswd:  
RETRY  
2
3
Press ·.  
OK  
OK  
Pswd:  
RETRY  
Enter Resetsmpswd or  
‡‹‡‹°‡fl‡‡·‹  
and press OK or £.  
Reset pswd?  
4
5
6
Press YES.  
YES  
NO  
Exit  
This display appears.  
Press ·°⁄.  
Log on by following the voice prompts. Use the default password  
0000.  
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Chapter 3 Call Center general properties 33  
Must change pswd  
7
8
This display appears briefly to indicate that you must change your  
password.  
Pswd:  
RETRY  
Enter a new password from four to eight digits long that does not  
start with zero.  
Press OK or £.  
OK  
OK  
Again:  
RETRY  
9
Reenter your new password and press OK or £.  
Password OK  
10 Press ® to end the session.  
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35  
Chapter 4  
Call Center greetings  
About Call Center greetings  
Call Center greetings encourage callers to stay on the line until an agent is available. You can  
record greetings in different languages and change them as often as you like. If you use Basic Call  
Center you can record a maximum of 30 Call Center greetings, or 50 greetings if you use  
Enhanced Call Center.  
You can include information in your greetings such as:  
your hours of service  
a request for callers to have their account number ready  
how to leave a message  
an announcement of a sale  
product lists  
upcoming special events  
Types of Call Center greetings  
You can record different types of greetings for Call Center. Before you record your greeting,  
determine what information the greeting includes. When you prepare your greeting, include  
important times and dates. Keep greetings as short and concise as possible. Use the following  
examples of greetings as a reference.  
The general company greeting tells callers they have reached the correct  
company. It can also include the location and business hours of your  
company.  
General company greeting  
“Thank you for calling Bridgestone Computers. We are located at 52 Main  
Street. Our hours of service are Monday to Friday from 8:00 until 5:00.  
Please stay on the line and an agent will be with you as soon as possible.  
Or press 0 to leave a message and one of our agents will return your call.”  
Please wait greetings encourage callers to stay on the line.  
Please wait greeting  
Information greeting  
“All our agents at Bridgestone Computers are currently busy, but please  
hold as your call is very important to us.“  
An information greeting provides messages and announcements to callers.  
Thank you for calling Bridgestone Computers. This week we have  
extended our hours until we sell all spring merchandise. We will be open  
until 9:00 pm Monday through Thursday, and we will be open until midnight  
on Friday! Please come in and see us at 52 Main Street.”  
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36 Chapter 4 Call Center greetings  
Transfer greeting  
A transfer greeting lets a caller transfer their call.  
“Please press 1 to leave a message and one of our agents will return your  
call. Press 2 to return to the previous choices.”  
Your non-business hours greeting will be played after your business is  
closed:  
Non-business hours greeting  
You have reached Bridgestone Computers. Our hours of service are  
Monday to Friday from 8:00 until 12:00 and 1:00 until 5:00. To leave a  
message, please press 0. An agent will return your call when we re-open.  
Thank you for calling.”  
Recording a Call Center greeting  
Before you record a greeting, write the greeting out so that you include everything that you want to  
say.  
We recommend that you record greetings that are a maximum of 20 seconds long. If your greetings  
are longer than 20 seconds, callers must wait in a skillset a longer time before they hear another  
greeting.  
To record a Call Center greeting  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
password, and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
4
5
6
7
8
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press OTHR.  
CC Admin  
GRTG  
Press GRTG.  
PARM  
CC greeting:  
RETRY  
Enter the number of the greeting you want to record and press OK.  
Lift the handset and press REC.  
OK  
CC greeting: x  
RETRY PLAY  
REC  
Record greeting:  
RETRY  
Record your greeting using the telephone handset.  
Do not use handsfree.  
OK  
When you are finished press OK.  
Accept greeting?  
RETRY PLAY OTHR  
9
Press PLAY to listen to the greeting  
or  
press RETRY to re-record the greeting.  
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Chapter 4 Call Center greetings 37  
CC greeting:  
RETRY  
10 Enter another greeting number and press OK to record another  
OK  
greeting  
or  
press ® to end the session.  
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39  
Chapter 5  
Setting up skillsets  
About skillsets  
Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold  
calls for different call center departments, such as sales and technical support.  
You can have a maximum of 2 skillsets for Basic Call Center or 30 skillsets for Enhanced Call  
Center.  
You cannot change the properties of a skillset while it is enabled. You must disable the skillset. If  
you want to change the CDN, disable the skillset and wait until there are no calls in the skillset  
before you change the CDN.  
How incoming calls are sent to a skillset  
Incoming calls are sent to a skillset in one of the following ways:  
You assign a line to be answered directly by a skillset. For information about configuring lines  
A receptionist, agent or subscriber receives a call and transfers the call to a skillset.  
They can transfer the call to a skillset by pressing ‡‚ or TRANSFER and entering the  
CDN of the skillset. The receptionist, agent or subscriber must not use the Call Pickup feature.  
The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that  
routes them to the CDN of the skillset.  
Calls can be forwarded to the Voicemail extension of the skillset by Call Forward All Calls  
(CFAC), Call Forward No Answer (CFNA) or Call Forward On Busy (CFB). For information  
about these features, refer to the Norstar System Coordinator Guide.  
Note: Agents are restricted in how they can use CFAC, CFNA and CFB. For more  
168.  
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40 Chapter 5 Setting up skillsets  
Skillset properties  
Number of the skillset: 1 or 2 for Basic, 1-30 for Enhanced.  
Skillset number  
Control DN  
The Control Directory Number is the extension associated with the skillset.  
Incoming calls transfer to the CDN of each skillset from extensions, the  
Automated Attendant or Custom Call Routing. The CDN is the skillset  
mailbox number.  
When you assign a CDN to a skillset:  
It can be a B1 extension number that is not connected to any telephone  
or peripheral.  
It can be a B2 extension that is not connected to a B2 application.  
If a telephone or any other device uses the same extension the call  
center will not answer calls.  
The range of B1 and B2 extensions can be determined by using the  
Unified Manager. The DNs do not have to be physically equipped with a  
Media Bay Module.  
The system assigns a skillset mailbox that uses the CDN as its mailbox  
number. You must initialize the mailbox before you can use the skillset  
or the mailbox.  
Do not rename a telephone DN to a telephone DN used by Call Center.  
It is possible for i2004 devices to be assigned to the DN used by Call  
Center. The user does not receive an error message if this happens,  
even though i2004 devices usually warn a user if there are conflicting  
telephone DNs. Therefore, it is imperative that the i2004 programming  
record contains a list of CDNs used by Call Center.  
Limitations for B1 and B2 extensions:  
A B1 extension number is the extension number that you dial to call a  
telephone or peripheral. A B2 extension is a spare extension that exists  
with every telephone but is generally not used. Some peripherals use a  
B2.  
Both B1 and B2 extensions can answer external calls.  
Both B1 and B2 extensions can have external calls transferred to them  
by a third person.  
B1 extensions allow a set to be CFB or CFNA to them. B2 extensions  
do not support CFB or CFNA. Therefore a skillset that uses a B2 CDN  
cannot have calls forwarded to it from telephone programming.  
B2 CDNs cannot be used as a prime set for target lines.  
Since assigning CDNs does not require additional hardware, we  
recommend using B1 CDNs over B2 CDNs. B1 CDNs have better  
functionality than B2 CDNs.  
The skillset name is displayed:  
Name  
on Call Center displays to identify the skillset  
in reports  
as the skillset mailbox name  
The skillset name can be a maximum of 16 characters. If you do not enter a  
name, the skillset name defaults to SKILLx where x is the skillset number.  
The name for each skillset is the same as the skillset mailbox name.  
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Chapter 5 Setting up skillsets 41  
The Message Waiting Indication extension is an optional telephone number  
that indicates that a skillset mailbox has messages waiting. The MWI  
extension that you assign shows Message for you on the telephone display  
when there are new messages in the skillset mailbox. The MWI DN defaults  
to None. If you forget the MWI extensions for a skillset mailbox, you can  
view the MWI extensions by using the procedure “Determining a skillset  
MWI ext  
(Message Waiting Indication  
extension)  
The method of call distribution determines to which of several available  
agents to route the call. There are two methods of call distribution: Longest  
Idle and Preferred. Longest Idle routes the call to the agent who has been  
available the longest. Preferred routes the call to the agent with the highest  
priority (best qualified agent is 1). If there are several agents with the  
highest priority, the agent available longest with that priority is selected. The  
default method of call distribution is Longest Idle.  
Method of Call Distribution  
Break Time is a time period for agents to complete paperwork after they  
finish a call. After an agent completes a call, they are taken out of the  
skillset for the Break Time. The agent can extend or cancel the Break Time  
by using the Not Ready Feature Code. For more information, refer to “Not  
Ready” on page 20. The Break Time period can last from zero to 59  
minutes, 59 seconds. The Break Time defaults to 30 seconds. You can  
change the Break Time period to zero if an agent does not need a Break  
Time.  
Break Time  
Delay Answer is a toll-saving feature that prevents Call Center from  
answering calls and playing greetings when there are no agents available.  
When a call comes in on a line belonging to a skillset that has no free  
agents, the call is not answered until either the Delay Answer time elapses  
or an agent becomes available, whichever happens first. During the Delay  
Answer time, the waiting callers hear ringback.  
Delay Answer  
To activate the Delay Answer feature, enter a time for Delay Answer. The  
Delay Answer time can be a minimum of zero seconds and a maximum of  
10 minutes. The default Delay Answer time is 00:00.  
The attendant extension is the extension used if a caller presses the  
Operator key during a greeting step, a transfer step, or while listening to a  
mailbox greeting. The attendant extension is optional. If you do not assign  
an attendant extension, the call is sent to the system attendant extension.  
Attendant extension  
Language preference  
Activity Codes  
Language preference can be either Primary or Alternate. The language  
preference is the language choice used for prompting callers who transfer  
to the Automated Attendant or CCR. You can choose a language  
preference only if your system is configured as bilingual.  
Activity Code entry types are Prompted and Optional. If you select  
Prompted, the agent is prompted to enter Activity Codes on their telephone.  
If you select Optional, an Activity Code session is not automatically  
displayed on the agentís telephone, but they can press F907 and enter  
Activity Codes.  
Optional is the default. If you do not have Call Center Reporting enabled on  
your system, this setting does not appear.  
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42 Chapter 5 Setting up skillsets  
Expected Wait Time parameters are:  
Expected Wait Time  
EWT sample: How many previous calls are used to calculate EWT. You  
can enter a number between 2 and 256 calls.  
EWT Increase Allowed: Enabled by default, which means that EWT is  
recalculated if it increases, and the appropriate EWT greeting is played. If  
not enabled, callers do not hear recalculated expected wait times if the wait  
time increases. Whether enabled or not, callers hear the appropriate EWT  
greeting if the wait time decreases.  
Initial Call Duration: The Initial Call Duration is used to compute expected  
wait time until sufficient call statistics are obtained. The average call  
duration is updated whenever a call is released from an agent. This can be  
a value between 00:01:00 and 24:00:00. The default is 00:03:00.  
The service modes are: Auto, Day, Night, 24 Hour.  
The default is 24 hour operation.  
Service Mode  
For more information about Service Mode see “Setting the Service Modes  
Note: Although you can set Activity Code and Expected Wait Time parameters though  
·°‹, you must use CallPilot Manager to create Activity Codes and Expected  
Wait Time tables. For more information, refer to the Call Center Set Up and Operation  
Guide or CallPilot Manager online help.  
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Chapter 5 Setting up skillsets 43  
Setting up a skillset  
You can record skillset properties in the table “Call Center skillsets” on page 174.  
To set up a skillset  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
6
7
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to set up and press OK.  
QUIT  
OK  
QUIT  
NEXT  
Status: uninit  
SETUP  
Press SETUP.  
SKILLx  
CHNG  
Press CHNG to assign a name to the skillset  
or  
press NEXT if you do not want to assign a name to the skillset and  
go to step 10.  
If you do not enter a skillset name the skillset name defaults to  
SKILLx, where x is the skillset number, as shown here.  
Skillset name:  
8
9
Enter the skillset name and press OK. For how to enter characters  
on the dialpad refer to “Using the dialpad” on page 16.  
RETRY  
BKSP  
OK  
xxxx  
CHNG  
The skillset name is displayed.  
Press NEXT.  
NEXT  
CDN:  
RETRY  
10 Enter the CDN of the skillset and press OK.  
OK  
NEXT  
NEXT  
CDN: xx  
CHNG  
11 Press NEXT.  
MWI ext: xx  
CHNG  
12 If you want to assign an MWI extension, press CHNG  
or  
if you do not want to assign an MWI extension, press NEXT and go  
to step 15.  
Ext:  
RETRY  
13 Enter the extension of the telephone you want to use for MWI and  
OK  
press OK.  
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44 Chapter 5 Setting up skillsets  
MWI ext: xx  
CHNG  
14 Press NEXT.  
NEXT  
Method: Least busy  
15 Press CHNG to change the method of call distribution to Preferred  
CHNG  
NEXT  
(Prefer) and press NEXT  
or  
press NEXT to accept the default of Longest idle (Least busy).  
Break: 00:30  
CHNG  
16 Press CHNG if you want to change the default Break time  
NEXT  
OK  
or  
press NEXT to accept the default time 00:30 and go to step 19.  
Break mmss:  
RETRY  
17 Enter the Break time and press OK.  
This is a four digit field. Add a zero to any single digit hour or  
minute.  
Break: xx:xx  
CHNG  
18 Press NEXT.  
NEXT  
Delay ans: 00:00  
19 Press CHNG to set up a Delay Answer time  
CHNG  
NEXT  
or  
press NEXT and go to step 22.  
Delay ans mmss:  
RETRY  
20 Enter a Delay Answer time and press OK.  
This is a four digit field. Add a zero to any single digit hour or  
minute.  
OK  
Delay ans: xx:xx  
21 Press NEXT.  
CHNG  
NEXT  
Atdt: (none)  
CHNG  
22 Press CHNG to assign an attendant to the skillset  
NEXT  
or  
press NEXT and go to step 25.  
Ext:  
RETRY  
23 Enter the extension number of the attendant set.  
QUIT  
NEXT  
Atdt: xx  
CHNG  
24 Press NEXT.  
Prompt lang: pri  
25 Press CHNG to use the alternate language prompts and press NEXT  
CHNG  
NEXT  
or  
press NEXT to use the primary language prompts.  
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Chapter 5 Setting up skillsets 45  
AC Entry: OPT  
26 Press NEXT if your Call Center does not use Activity Codes and go  
to step 27  
OPT  
PRMPT NEXT  
or  
if your Call Center uses Activity Codes, select the Activity Code  
entry type: OPT for Optional, PRMPT for Prompted and press NEXT.  
This prompt appears only if you have Call Center Reporting  
enabled on your system.  
NOTE: Although you can set this Activity Code parameter by  
telephone, you must use CallPilot Manager to create Activity  
Codes. For more information, refer to the Call Center Set Up and  
Operation Guide or CallPilot Manager online help.  
EWT sample: 10  
CHNG  
27 If you use Expected Wait Time, enter how many calls you want to  
NEXT  
use to calculate ETW. The range is 2-256 calls. The default is 10.  
If you do not use Expected Wait Time, go so step 30.  
EWT allow incr: Y  
28 If you use Expected Wait Time, select whether you want EWT to  
be recalculated if it increases, and the appropriate EWT greeting to  
be played. The default is Y.  
CHNG  
NEXT  
EWT ICD: 00:03:00  
29 If you use Expected Wait Time, enter the Initial Call Duration. This  
can be a value between 00:01:00 and 24:00:00, and is used to  
compute expected wait time until sufficient statistics are obtained  
The default of 3 minutes is shown.  
CHNG  
NEXT  
Press CHNG if you want to change the default  
or  
press NEXT to accept the default time and go to step 30.  
Mo: 24 hour  
CHNG  
30 Press CHNG to change the service mode for Monday  
NEXT  
OK  
or  
press NEXT.  
Day start: hhmm  
RETRY  
31 Enter the Day Routing Table start time and press OK.  
This is a four digit field. Add a zero to any single digit hour or  
minute.  
Day hhmm: xxxx  
32 Press AM or PM.  
RETRY  
AM  
PM  
Night start: hhmm  
RETRY  
33 Enter the Night Routing Table start time and press OK.  
This is a four digit field. Add a zero to any single digit hour or  
minute.  
OK  
Night hhmm: xxxx  
34 Press AM or PM.  
RETRY  
AM  
PM  
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46 Chapter 5 Setting up skillsets  
Mo: xxxxa-xxxxp  
35 The start times for the Day and Night Routing Tables for Monday  
CHNG  
24HR NEXT  
are shown.  
Press NEXT.  
Tu: 24 hour  
CHNG  
36 Repeat steps 28 through 33 to set up the Day and Night Routing  
NEXT  
Tables for the rest of the week.  
37 Press ® to end the session  
or  
repeat steps 4 through 36 to set up another skillset.  
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Chapter 5 Setting up skillsets 47  
Enabling a skillset  
After you set up a skillset, calls will not be answered until you enable it. If you disable a skillset,  
no new calls are accepted in the skillset. Calls that are in the skillset are distributed until the calls  
are ended.  
Before you can enable a skillset you must:  
set up the skillset using the procedure “To set up a skillset” on page 43  
initialize and record a greeting for the skillset mailbox using the procedure “Initializing a  
set up the Day and Night Routing Tables using the procedures in Chapter 10, “Routing table  
To enable a skillset  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
6
7
8
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to enable and press OK.  
Press CHNG to change the status from disabled to enabled.  
The display shows that the skillset is enabled.  
QUIT  
OK  
Status: Disabled  
CHNG NEXT  
Status: Enabled  
CHNG  
NEXT  
Skill mbox pswd  
RESET  
Press RESET to reset the password for the skillset mailbox  
or  
NEXT  
press NEXT to continue.  
9
Press ® to end the session.  
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48 Chapter 5 Setting up skillsets  
Disabling a skillset  
You must disable a skillset if you want to change the skillset properties or administer the lines.  
If you disable a skillset, no new calls go to the skillset. Any calls that are in the skillset are  
distributed until the calls are ended.  
To disable a skillset  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
6
7
8
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to disable and press OK.  
Press CHNG to change the status from enabled to disabled.  
The display shows that the skillset is disabled.  
Press ® to end the session.  
QUIT  
OK  
Status: Enabled  
CHNG NEXT  
Status: Disabled  
CHNG  
NEXT  
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Chapter 5 Setting up skillsets 49  
Changing skillset properties  
You cannot change the properties of a skillset while it is enabled. You must disable the skillset. If  
you want to change the CDN, disable the skillset and wait until there are no calls in the skillset  
before you change the CDN.  
To change a skillset  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to change and press OK.  
QUIT  
OK  
NEXT  
Status: xxxxxxx  
CHNG  
The display shows whether the skillset is enabled or disabled.  
You must disable the skillset before you make changes to it. To  
disable the skillset Press CHNG and press NEXT to continue.  
Skillset Admin  
PARM AGENT ROUTE  
7
8
Press PARM.  
<xxxxxxxxx>  
CHNG  
Press CHNG if you want to change the name of the skillset  
or  
press NEXT and go to step 11.  
NEXT  
OK  
Skillset name:  
9
Enter the new skillset name and press OK.  
For how to enter characters on the dialpad, refer to “Using the  
RETRY  
BKSP  
<xxxxxxxxx>  
CHNG  
10 Press NEXT.  
NEXT  
NEXT  
CDN: <xxx>  
CHNG  
11 The skillset’s CDN is displayed.  
Press CHNG to change the CDN  
or  
press NEXT and go to step 14.  
CDN:  
RETRY  
12 Enter the CDN and press OK.  
OK  
CDN: <xxx>  
CHNG  
13 Press NEXT.  
NEXT  
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50 Chapter 5 Setting up skillsets  
MWI ext: <none>  
CHNG  
14 Press CHNG to assign or change an MWI ext  
NEXT  
or  
press NEXT to accept the default of no MWI and go to step 17.  
Ext:  
RETRY  
15 Enter the extension for MWI and press OK.  
OK  
NEXT  
NEXT  
MWI ext: <xxx>  
CHNG  
16 Press NEXT.  
Method: xxxx  
CHNG  
17 Press CHNG to change the method of call distribution  
or  
press NEXT.  
Break: xx:xx  
CHNG  
18 Press CHNG to change the Break time  
NEXT  
OK  
or  
press NEXT and go to step 21.  
Break: mmss:  
RETRY  
19 Enter the Break time and press OK.  
This is a four digit field. Add a zero to any single digit hour or  
minute.  
Delay ans: xx:xx  
20 Press CHNG to change the Delay Answer time  
CHNG  
NEXT  
or  
press NEXT and go to step 24.  
Delay ans mmss:  
RETRY  
21 Enter the Delay answer time and press OK.  
This is a four digit field. Add a zero to any single digit hour or  
minute.  
OK  
Delay ans: xx:xx  
22 Press NEXT.  
CHNG  
NEXT  
Atdt: (xxxx)  
CHNG  
23 The display shows whether the skillset has an attendant extension  
NEXT  
assigned.  
Press CHNG to change the attendant extension  
or  
press NEXT and go to step 27.  
Ext:  
RETRY  
24 Enter the attendant extension.  
QUIT  
NEXT  
Atdt: xx  
CHNG  
25 Press NEXT.  
Prompt lang: xxx  
26 Press CHNG to change the prompt language  
CHNG  
NEXT  
or  
press NEXT.  
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Chapter 5 Setting up skillsets 51  
AC Entry: OPT  
27 Press NEXT if your Call Center does not use Activity Codes or if  
you do not want to change the Activity Code entry type and go to  
step 28  
OPT  
PRMPT NEXT  
or  
if your Call Center uses Activity Codes, select the Activity Code  
entry type: OPT for Optional, PRMPT for Prompted and press NEXT.  
This prompt appears only if you have Call Center Reporting  
enabled on your system.  
NOTE: Although you can set this Activity Code parameter by  
telephone, you must use CallPilot Manager to create Activity  
Codes. For more information, refer to the Call Center Set Up and  
Operation Guide or CallPilot Manager online help.  
EWT sample: 10  
CHNG  
28 If you use Expected Wait Time, enter how many calls you want to  
NEXT  
use to calculate ETW. The range is 2-256 calls. The default is 10.  
If you do not use Expected Wait Time, go so step 31.  
EWT allow incr: Y  
29 If you use Expected Wait Time, select whether you want EWT to  
be recalculated if it increases, and the appropriate EWT greeting to  
be played. The default is Y.  
CHNG  
NEXT  
If you do not want to change this setting  
EWT ICD: hh:mm:ss  
30 If you use Expected Wait Time, enter the Initial Call Duration. This  
can be a value between 00:01:00 and 24:00:00, and is used to  
compute expected wait time until sufficient statistics are obtained.  
CHNG  
NEXT  
Mo: 24 hour  
CHNG  
31 The display shows the Monday Routing Table method.  
In this example the Routing Table is in 24 hour mode.  
Press CHNG to change the Routing Table method  
or  
NEXT  
press NEXT and go to step 33.  
Day start: hhmm  
RETRY  
32 Enter the Day Routing Table start time and press OK.  
This is a four digit field. Add a zero to any single digit hour or  
minute.  
OK  
PM  
Day hhmm: xxxx  
33 Press AM or PM.  
RETRY  
AM  
Night start: hhmm  
RETRY  
34 Enter the Night Routing Table start time and press OK.  
This is a four digit field. Add a zero to any single digit hour or  
minute.  
OK  
Night hhmm: xxxx  
35 Press AM or PM.  
RETRY  
AM  
PM  
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52 Chapter 5 Setting up skillsets  
Mo: xxxxa-xxxxp  
36 The display shows the Monday Routing Table start times.  
CHNG  
24HR NEXT  
Press CHNG to change the start times and follow steps 31 through  
34  
or  
press 24HR to use 24 hour service for Monday  
or  
press NEXT to continue.  
Tu: xxxxa-xxxxp  
37 The display shows the Tuesday Routing Table method.  
In this example the Routing Table has Day and Night Routing  
Table start times programmed.  
CHNG 24HR  
NEXT  
Tu: xxxxa-xxxxp  
38 Press CHNG to change Day or Night Routing Table start times  
CHNG 24HR  
NEXT  
or  
press 24HR to use 24 Hour mode for Tuesday  
or  
press NEXT to continue.  
Mo: 24 hour  
CHNG  
39 The display shows the Wednesday Routing Table method.  
Continue to change the Routing Tables start times for each day of  
the week.  
NEXT  
40 Press ® to end the session.  
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Chapter 5 Setting up skillsets 53  
Unconfiguring a skillset  
If you unconfigure a skillset, you erase the programming for the skillset. You can then reprogram  
the skillset.  
When you unconfigure a skillset, the system:  
erases the skillset Routing Table  
unassigns the skillset agents  
erases the skillset mailbox and all the messages in it  
makes the CDN available so it can be used by another skillset or device  
To unconfigure a skillset you must:  
1
First disable the skillset and wait until all the calls are distributed. See “Disabling a skillset” on  
2
3
Unassign the lines assigned to the skillset. See “To configure lines for Call Center” on page 30.  
Follow the procedure below to unconfigure the skillset.  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to change and press OK.  
QUIT  
OK  
Status: xxxxxxx  
CHNG  
The display shows whether the skillset is enabled or disabled.  
You must disable the skillset before you make changes to it. To  
disable the skillset Press CHNG and press NEXT to continue.  
NEXT  
Skill mbox pswd  
RESET  
7
8
9
Press NEXT to continue.  
Press OTHR.  
NEXT  
Skillset Admin  
PARM AGENT OTHR  
Skillset Admin  
ROUTE OVFLW UNCF  
Press UNCF.  
Unconfigure?  
YES  
10 Press YES to unconfigure the skillset.  
NO  
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54 Chapter 5 Setting up skillsets  
Skillset  
Unconfigured  
11 This display appears momentarily.  
CC Admin  
AGENT SKILL OTHR  
12 Press ® to end the session.  
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55  
Chapter 6  
Setting up skillset mailboxes  
About skillset mailboxes  
Each skillset has a mailbox that stores messages left by callers. A skillset mailbox is created  
automatically when you set up a skillset. There is one skillset mailbox for each skillset. The  
skillset mailbox number is the same as the Control Directory Number (CDN) of the skillset.  
Skillset mailboxes have these Class of Service settings:  
use the primary prompt language  
maximum message time is 15 minutes  
maximum message length is three minutes  
maximum message retention is 30 days  
maximum greeting length of one minute  
Off-premise message notification enabled with a retry interval of five minutes and three  
attempts  
Outbound Transfer is enabled  
maximum number of incorrect password attempts is nine  
password expires in 90 days  
Networking is enabled if you have the Message Networking option enabled  
Personal Target Attendant is enabled  
Record Call is not enabled  
prompt language is Primary  
user interface is Norstar Voice Mail  
The default Class of Service for skillset mailboxes is 1.  
To prepare a skillset mailbox to receive messages:  
Know the skillset mailbox number (CDN) of each skillset mailbox.  
If you do not know the skillset mailbox number, refer to “Determining a skillset mailbox  
Initialize the skillset mailbox. Refer to “Initializing a skillset mailbox” on page 58.  
Record the skillset mailbox greetings. Refer to “Recording skillset mailbox greetings” on page  
63.  
You can use the table “Skillset mailboxes” on page 177 to record the skillset mailboxes you set up.  
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56 Chapter 6 Setting up skillset mailboxes  
Determining a skillset mailbox number  
You must know a skillset mailbox number before you can set up the skillset mailbox. The skillset  
mailbox number is the mailbox’s Control DN. If you know the skillset mailbox number, you can  
initialize the mailbox. Refer to “Initializing a skillset mailbox” on page 58.  
To determine a skillset’s mailbox number and Message Waiting  
Indication telephone  
1
2
3
Press ·°.  
Set xxxx  
Press NEXT.  
NEXT  
CDN 1: xx  
GOTO SKILL  
The skillset mailbox number for skillset 1 is displayed.  
If None appears the skillset is not configured.  
Press NEXT to continue.  
NEXT  
Ext 1: xx  
GOTO SKILL NEXT  
4
5
6
The Message Waiting Indication (MWI) extension is displayed.  
If there are messages in the skillset 1 mailbox, MWI appears at this  
extension. You assign the MWI extension when you set up the  
skillset. If Unavail appears you have not set up an MWI extension.  
Press NEXT to view the skillset mailbox number and MWI extension  
for the next skillset  
or  
press GOTO to view another skillset and enter the skillset number.  
Press ® to end the session.  
While you use ·°you can:  
press for GOTO to enter the number of the skillset you want to monitor  
press ¤ for SKILL to monitor the next enabled skillset  
press or for NEXT  
press for PREV to go to previous menu  
press £ to go to the next menu  
press to cancel the session  
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Chapter 6 Setting up skillset mailboxes 57  
Checking which telephone mailbox interface you use  
CallPilot supports two interfaces: Norstar Voice Mail and CallPilot.  
The Call Center Administrator determines which interface is assigned to the mailbox.  
For how to change your mailbox interface refer to:  
the CallPilot Manager Set Up and Operation Guide for how to change your interface using  
CallPilot Manager  
the CallPilot Telephone Administration Guide for how to change your interface using a  
telephone  
Follow the procedures that apply to the interface you use.  
Some procedures apply to both interfaces.  
1. Press ·°⁄.  
Follow the voice prompts or the display button options to open  
your mailbox.  
2. Check the display to see which interface you use:  
0 new 0 saved  
PLAY REC  
This is the Norstar Voice Mail interface.  
ADMIN  
EXIT  
No messages  
COMP MBOX  
This is the CallPilot interface.  
3. Press ® to end the session.  
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58 Chapter 6 Setting up skillset mailboxes  
Initializing a skillset mailbox  
You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it,  
and before you can enable its skillset.  
Choose a password for the skillset mailbox that is between four to eight digits long and does not  
start with zero. Give the skillset mailbox passwords to the agents who are responsible for  
retrieving messages.  
Initializing a skillset mailbox involves:  
choosing a password from four to eight digits long that does not start with zero  
changing the skillset mailbox default password to the new password  
recording the skillset mailbox name in the Company Directory  
To initialize a skillset mailbox  
1
Press ·°⁄.  
2
Log on by following the voice prompts.  
Use the skillset mailbox number and ‚‚‚‚, the default  
password.  
Must change pswd  
3
4
This display appears briefly to indicate that you must change the  
password.  
Pswd:  
RETRY  
Enter a new skillset mailbox password from four to eight digits long  
that does not start with zero.  
OK  
Press OK or £.  
Again:  
RETRY  
5
6
Reenter the skillset mailbox password and press OK or £.  
OK  
OK  
Record name:  
RETRY  
At the tone, record the skillset mailbox name in the Company  
Directory. Do not use handsfree.  
Include the skillset mailbox number in the recording, For example,  
“Sales, mailbox 5813.”  
Press OK or £ to end the recording.  
Accept name?  
7
Press OK or £ to accept the recording  
or  
RETRY  
PLAY  
OK  
press PLAY or to listen to the recording  
or  
press RETRY or ¤ to re-record your name.  
<Skillset name>  
8
9
The recorded name plays and the skillset mailbox name is displayed.  
The skillset mailbox name is the name you entered when you set up  
the skillset properties.  
Press ® to end the session.  
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Chapter 6 Setting up skillset mailboxes 59  
Opening a skillset mailbox  
You can open an initialized skillset mailbox from:  
your extension  
another extension  
an outside tone dial telephone  
To open a skillset mailbox - Norstar Voice Mail  
1. Press ·°⁄.  
Pswd:  
OTHR  
2. Enter the skillset mailbox password and press OK or £  
or  
RETRY  
OK  
if you are at another extension, or if you are using a Guest  
mailbox, press OTHR or to display the Log: prompt. When  
this prompt appears, enter the skillset mailbox number and  
password.  
1 new 1 saved  
PLAY REC  
3. After you open the skillset mailbox, the telephone display shows  
how many new and saved messages are in the mailbox.  
ADMIN  
To open a skillset mailbox - CallPilot  
1. Press ·°⁄.  
Mbox:  
RETRY  
2. Press £  
OK  
OK  
or  
if you are at another extension, enter the skillset mailbox number  
and then press OK or £.  
Pswd:  
RETRY  
3. Enter the skillset mailbox password and press OK or £.  
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60 Chapter 6 Setting up skillset mailboxes  
Opening a skillset mailbox remotely  
To open a skillset mailbox from an outside telephone  
If a skillset mailbox is a Mailbox node in a CCR Tree, enter the digits and you automatically  
transfer to the skillset mailbox  
or  
Call an Operator, receptionist or subscriber and ask them to transfer you to the skillset mailbox  
number using ≤·°fl.  
After you reach the skillset mailbox, press •• during the greeting to open the skillset  
mailbox. If you are in Europe or Australia press °°.  
At the voice prompt, enter the skillset mailbox number and password and press £. Follow the  
voice prompts.  
To open a skillset mailbox directly from an outside telephone  
Follow either procedure to open a skillset mailbox remotely.  
1
2
Call a telephone line that is answered by the Automated Attendant.  
Press •• during the Automated Attendant Menu prompt.  
If you are in Europe or Australia press °°.  
3
4
Enter the skillset mailbox number and password, and then press £.  
Follow the voice prompts.  
or  
1
2
Call your extension number.  
Press •• during your personal greeting.  
If you are in Europe or Australia press °°.  
3
4
Enter the skillset mailbox number and password, and then press £.  
Follow the voice prompts.  
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Chapter 6 Setting up skillset mailboxes 61  
Skillset mailbox password  
To decrease the chances of unauthorized access to a skillset mailbox, change its password  
regularly, we suggest every 30 days.  
Keep a written copy of the skillset mailbox passwords in “Skillset mailboxes” on page 177.  
Give the skillset mailbox passwords only to the agents who retrieve messages at your call center.  
For security reasons, choose an uncommon password, not a predictable password like 1234 or  
1111. If someone knows a skillset mailbox password, they can access the skillset mailbox and play  
or delete messages. They can also access CallPilot and use it fraudulently or disrupt service.  
Changing a skillset mailbox password  
You can change a skillset mailbox password at any time. A password must be from four to eight  
digits long and cannot start with zero.  
To change a skillset mailbox password  
1
Press ·°⁄.  
Follow the voice prompts or the display buttons to open the skillset  
mailbox.  
<Skillset name>  
2
3
The skillset mailbox name appears briefly and the recorded name  
plays.  
If you use the CallPilot interface:  
Press °› to open the Mailbox Password menu  
Go to step 4  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press PSWD or ›  
Go to step 4  
Pswd:  
RETRY  
4
5
6
7
Enter your new mailbox password and press OK or £.  
Re-enter your new mailbox password and press OK or £.  
This display appears briefly.  
OK  
OK  
Again:  
RETRY  
Password OK  
Press ® to end the session.  
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62 Chapter 6 Setting up skillset mailboxes  
Resetting a skillset mailbox password  
You must disable the skillset before you reset the password.  
Note: Reset a password if the agent who accesses the skillset mailbox forgets the  
password or is “locked-out”. The password for the reset mailbox is 0000. The agent who  
accesses the skillset mailbox cannot retrieve messages until they create a new password.  
Tell the agent to change the default password as soon as possible. While the skillset  
mailbox has the default password, the mailbox is vulnerable to unauthorized access.  
To reset a skillset mailbox password  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset whose mailbox password you want  
to reset and press OK.  
QUIT  
OK  
Status: xxxxxxx  
6
The display shows whether the skillset is enabled or disabled.  
Press NEXT if the skillset is disabled  
or  
CHNG  
NEXT  
press CHNG and then press next if the skillset is enabled.  
Skillset Admin  
PARM AGENT ROUTE  
7
8
Press PARM.  
<xxxxxxxxx>  
CHNG  
The display shows the name of the skillset mailbox.  
Press NEXT.  
NEXT  
NEXT  
CDN: <xxx>  
CHNG  
9
The display shows the CDN of the skillset mailbox.  
Press NEXT.  
MWI ext: <none>  
CHNG  
10 Press NEXT.  
NEXT  
NEXT  
Password  
RESET  
11 Press RESET to reset the password for the skillset mailbox.  
The password is reset to 0000.  
Password reset  
12 This display appears briefly.  
13 Press ® to end the session.  
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Chapter 6 Setting up skillset mailboxes 63  
Recording skillset mailbox greetings  
After you initialize a skillset mailbox, record the greetings for it.  
You can record Primary, Alternate and Personalized greetings for each skillset mailbox. You  
record a Primary skillset mailbox greeting for everyday use. The Alternate skillset mailbox  
greeting is an optional greeting you can record for special circumstances. If your call center  
subscribes to Caller ID, you can record Personalized skillset mailbox greetings.  
If you record Primary and Alternate skillset mailbox greetings, you must choose which greeting  
plays to callers who reach the skillset mailbox.  
You can also record greetings in an Alternate Language. Callers can press · while the greeting is  
playing to listen to the voice prompts in the Alternate Language. Remember to inform callers in  
the Primary skillset mailbox greeting that they can press · to hear the Alternate Language.  
If the Operator Status is set to Yes, and a caller presses during the skillset mailbox greeting, the  
caller transfers to the receptionist or Operator. For information about Operator Status, refer to the  
CallPilot Manager Set Up and Operation Guide. Inform callers in the skillset mailbox greetings  
that they can press to speak to the receptionist or Operator.  
If the Operator Status is set to No, a caller who presses during the skillset mailbox greeting is  
informed the Operator is not available, and is transferred to the skillset mailbox.  
Examples of Primary and Alternate greetings  
You must record a Primary greeting for each skillset mailbox. In the Primary greeting include the  
skillset mailbox name that is listed in the Company Directory. For example:  
Hello. You have reached the Sales Department at Bridgestone Computers. At the sound of the  
tone, please leave your name, telephone number and a brief message. One of our agents will return  
your call as soon as possible. Thank you.”  
You can record an Alternate greeting for each skillset mailbox. Use an Alternate greeting for  
special circumstances. In the Alternate skillset mailbox greeting include the skillset mailbox name  
that is listed in the Company Directory.  
For example:  
Season’s Greetings! You have reached the Sales Department at Bridgestone Computers. At the  
sound of the tone, please leave your name, telephone number and a brief message. One of our  
agents will return your call when we re-open on December 27. Thank you.”  
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64 Chapter 6 Setting up skillset mailboxes  
To record a Primary or Alternate skillset mailbox greeting  
1
Press ·°⁄.  
Follow the voice prompts or the display button options to open the  
skillset mailbox.  
<Skillset name>  
2
3
The skillset mailbox name appears briefly.  
If you use the CallPilot interface:  
Press °¤ to open the Greetings Options menu  
Go to step 4  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press GREET or ¤  
Go to step 4  
Greeting options  
REC CHOOSE CFWD  
4
5
Press REC or .  
Greeting:  
Press PRIME or to record the Primary greeting  
or  
PRIME  
ALT  
PERS  
press ALT or ¤ to record the Alternate greeting.  
If you are changing a greeting, the current greeting starts to play.  
Not recorded  
Record new?  
6
If this is the first time you are recording a greeting, this display  
appears briefly.  
7
8
9
Press YES or and record your greeting at the tone.  
YES  
NO  
QUIT  
Record greeting:  
RETRY  
Press OK or £ to end the recording.  
OK  
OK  
Accept greeting?  
Press OK or £ to accept the recording  
or  
RETRY  
PLAY  
press PLAY or to listen to the greeting  
or  
press RETRY or ¤ to rerecord the greeting.  
10 Press ® to end the session.  
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Chapter 6 Setting up skillset mailboxes 65  
Choosing a Primary or Alternate skillset mailbox greeting  
If you record a Primary and an Alternate skillset mailbox greeting, you must choose which  
greeting plays. You can change the selection at any time and as often as needed. If you do not  
choose a greeting, the Primary skillset mailbox greeting plays.  
If you choose the Alternate mailbox greeting, you must set whether the mailbox accepts messages.  
If you choose Yes the skillset mailbox receives messages in the normal way.  
If you choose No:  
messages cannot be left in the skillset mailbox  
the Alternate mailbox greeting takes precedence over all other greetings  
if a caller presses a button to fast forward the message, they hear a voice prompt that says this  
is a special greeting  
if a caller presses a button to send a fax, the fax goes to the General Delivery Mailbox, not the  
skillset mailbox.  
If you choose the Alternate mailbox greeting, remember to change back to the Primary mailbox  
greeting at the appropriate time.  
To choose a Primary or Alternate skillset mailbox greeting  
1
Press ·°⁄.  
Follow the voice prompts or the display button options on your  
telephone to open the skillset mailbox.  
<Skillset name>  
2
3
The skillset mailbox name appears briefly.  
If you use the CallPilot interface:  
Press °¤ to open the Greetings Options menu  
Go to step 4  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press GREET or ¤  
Go to step 4  
Greeting options  
REC CHOOSE CFWD  
4
5
Press CHOOSE or ¤ to select a greeting.  
Use greeting:  
PRIME ALT  
Press PRIME or to select the Primary mailbox greeting and  
go to step 7  
QUIT  
or  
press ALT or ¤ to select the Alternate mailbox greeting and  
go to step 6.  
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66 Chapter 6 Setting up skillset mailboxes  
Accept msgs:Y  
CHNG  
6
If you choose the Alternate mailbox greeting, you are asked  
OK  
whether the mailbox can accept messages.  
Press CHNG or to toggle from yes to no  
or  
press OK or £ to accept.  
7
Press ® to end the session.  
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Chapter 6 Setting up skillset mailboxes 67  
Recording a Personalized skillset mailbox greeting  
If your call center subscribes to Caller ID, you can record a maximum of three Personalized  
greetings for each skillset mailbox. For Personalized skillset mailbox greetings, you program Call  
Center to recognize a specific telephone number. The Personalized skillset mailbox greeting plays  
only for a call from the specific telephone number.  
If you record a Personalized greeting, program the skillset mailbox to receive messages and choose  
an Alternate mailbox greeting, the Personalized greeting takes precedence over any other  
greetings. If you program the skillset mailbox not to receive messages and choose an Alternate  
mailbox greeting, the Alternate mailbox greeting takes precedence over any other greeting,  
including Personalized mailbox greetings.  
In the Personalized skillset mailbox greeting include the skillset mailbox name that is listed in the  
Company Directory. For example:  
Hi John. You have reached the Sales Department at Bridgestone Computers. At the sound of the  
tone, please leave your order. One of our agents will return your call if you need to speak to  
someone directly. Thank you.”  
To record a Personalized skillset mailbox greeting  
1
Press ·°⁄.  
Follow the voice prompts or the display button options on your  
telephone, to open the skillset mailbox.  
<Skillset name>  
2
3
The skillset mailbox name appears briefly.  
If you use the CallPilot interface:  
Press °¤ to open the Greetings Options menu  
Go to step 4  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press GREET or ¤  
Go to step 4  
Greeting options  
REC CHOOSE CFWD  
4
5
6
7
Press REC or .  
Greeting:  
PRIME ALT  
Press PERS or to record a Personalized greeting.  
Enter a Personalized greeting number of 1, 2 or 3.  
Press CHNG or .  
PERS  
OK  
Greeting:  
RETRY  
Ph:  
CHNG  
OK  
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68 Chapter 6 Setting up skillset mailboxes  
Ph: <xxxxxxxxxx>  
RETRY  
8
9
Enter the telephone number (maximum 10 digits) that you are  
assigning the Personalized mailbox greeting to.  
Press OK or £ to accept the telephone number.  
OK  
OK  
OK  
Record greeting:  
RETRY  
Lift your handset.  
At the tone, record your greeting.  
Press OK or £ to end the recording.  
Accept greeting?  
10 Press OK or £ to accept the greeting,  
RETRY  
PLAY  
or  
press PLAY orto listen to the greeting  
or  
press RETRY or ¤ to re-record the greeting.  
11 Press ® to end the session.  
Deleting a Personalized mailbox greeting  
If you no longer need a Personalized mailbox greeting, you can delete it.  
1
Press ·°⁄.  
Follow the voice prompts or the display button options on your  
telephone, to open the skillset mailbox.  
<Skillset name>  
2
3
The skillset mailbox name appears briefly.  
If you use the CallPilot interface:  
Press °¤ to open the Greetings Options menu  
Go to step 4  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press GREET or ¤  
Go to step 4  
Greeting options  
REC CHOOSE CFWD  
4
5
6
7
8
Press REC or .  
Greeting:  
Press PERS or to choose a Personalized mailbox greeting.  
Enter the Personalized greeting number that you want to delete.  
Press DEL or ¤ to delete the greeting.  
Press ® to end the session.  
PRIME  
ALT  
PERS  
OK  
Greeting:  
RETRY  
Ph: XXXXXXX  
CHNG DEL  
OK  
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Chapter 6 Setting up skillset mailboxes 69  
Checking skillset mailboxes for messages  
Frequently check the skillset mailboxes for messages. Only one agent can retrieve messages from  
each skillset mailbox at a time.  
If different agents access the messages in the skillset mailbox throughout the day, each agent  
should:  
listen to the message  
write down what the message says  
erase the message  
return the caller’s telephone call  
If the caller is not available, the agent can try again later or pass the message on to another agent.  
If the agent who listens to the message erases the message after writing down what it says:  
the next agent does not waste time listening to the same message  
the next agent knows if the callback was successful or not  
only one agent contacts the caller  
If only one agent is responsible for retrieving messages at your call center, this agent does not need  
to transcribe and delete each message before callback. This agent handles messages and knows the  
status of the old messages.  
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70 Chapter 6 Setting up skillset mailboxes  
Playing skillset mailbox messages  
Use the procedure for playing messages that corresponds to the interface you use:  
To play skillset mailbox messages - Norstar Voice Mail  
Use this procedure if you use the Norstar Voice Mail interface.  
1
2
3
Press ·°⁄.  
Follow the voice prompts or the display button options on your  
telephone to open the skillset mailbox.  
2 new 0 saved  
PLAY REC  
Press PLAY or ¤ to listen to your messages.  
For other options, refer to the table “Playing skillset mailbox  
ADMIN  
Press ® to end the session.  
available to you during and after playing messages.  
Playing skillset mailbox messages - Norstar Voice Mail  
Option  
Button  
Available Available Description  
while  
after  
playing  
playing  
Back up  
Rewinds the message three seconds and resumes  
playing it.  
or  
< <<  
Copy  
Sends a copy of the message to one or more mailboxes.  
If you record an introduction, it must be longer than three  
seconds.  
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  
ends. (Refer to Notes 1 and 2 on page 71.)  
°
or  
ERASE  
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Chapter 6 Setting up skillset mailboxes 71  
Playing skillset mailbox messages - Norstar Voice Mail  
Option  
Button  
Available Available Description  
while  
after  
playing  
playing  
Forward  
Advances the message three seconds and continues  
playing from that point.  
or  
> >>  
Next  
Plays the next message in the skillset mailbox. If you use  
this while a message is playing, it stops playing the  
current message and plays the next message in the  
skillset mailbox.  
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  
Replies to a message. (Refer to Note 3 on page 72)  
The reply can be either:  
- a message to an internal sender’s mailbox  
- a telephone call to an internal or external  
party (Refer to Note 4 on page 72.)  
·
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  
Note 2 on page 71.)  
‡‡  
or  
SAVE  
Volume  
Control  
Adjusts the volume of the message that is playing. The  
volume increases each time you press . After four  
presses, the volume returns to the lowest level.  
Notes:  
1
Because the skillset mailbox has limited message storage space, delete any messages you no  
longer need. After a certain time period, your saved messages are erased automatically. Ask  
your System Administrator about this.  
2
You can retrieve a deleted message only if you have not quit the session in which you deleted  
it. For information about retrieving deleted messages refer to “Retrieving erased messages” on  
page 73”.  
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72 Chapter 6 Setting up skillset mailboxes  
3
4
Applies only if the Reply feature is enabled.  
You can reply to an outside caller by dialing them back if your company subscribes to Caller  
ID (CLID) service. For further information about replying to an outside caller refer to “Using  
To play skillset mailbox messages - CallPilot  
Use this procedure if you use the CallPilot interface.  
1
Press ·°⁄.  
Follow the voice prompts or the display button options to open the  
skillset mailbox.  
A voice prompt announces the number of new and saved messages  
that you have.  
No messages  
COMP MBOX  
2
3
You can play any message that you want to listen to.  
Press ¤ to play the current message.  
For other message commands, refer to the table “Playing skillset  
EXIT  
Press ® to end the session.  
The table “Playing skillset mailbox messages - CallPilot” shows the message options that are  
available to you during and after playing messages.  
Playing skillset mailbox messages - CallPilot  
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.  
Next  
Plays the next message in the skillset mailbox. If you use this while a  
message is playing, it stops playing the current message and plays  
the next message in the skillset mailbox.  
Message  
Call  
Sender  
Places a call to the sender of a message.  
·
Help  
Offers a Help menu.  
Reply  
Replies to a message.  
‡⁄  
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Chapter 6 Setting up skillset mailboxes 73  
Playing skillset mailbox messages - CallPilot  
Available  
during and  
after  
Option  
Button  
playing  
Description  
Envelope  
Plays the information in the message envelope. Envelope information  
includes the date and time the message was sent and, if the  
message is internal, the directory name of the sender.  
‡¤  
Forward  
Message  
Forwards the message to one or more mailboxes. You can record an  
introduction to the forwarded message.  
‡‹  
‡›  
Reply  
All  
Replies to a message and all recipients of the message. (Refer to  
Note 3 on page 72.)  
Delete  
Deletes the current message. Deleted messages remain in the  
skillset mailbox until the session ends. (Refer to Notes1 and 2 on  
page 71.)  
‡fl  
Retrieving erased messages  
After you play your messages and end your skillset mailbox session, any messages that you do not  
erase are saved. Since message storage space is limited, we recommend that you erase messages  
that are no longer needed.  
You can retrieve an erased message if you are still in the skillset mailbox session. An erased  
message remains in the skillset mailbox until you end the current session.  
To retrieve an erased message - Norstar Voice Mail  
After you erase a new or saved message, the number of new or saved messages shown on the  
display is decreased by one. Even though the display shows 0 new 0 saved, you can still play and  
retrieve any erased skillset mailbox messages. Press PLAY or ¤ to listen to the erased message.  
To retrieve an erased message - CallPilot  
You can retrieve a deleted message. A deleted message remains in the skillset mailbox until you  
end the current session. Locate the deleted message. Then press ‡fl to restore the message.  
After you play the erased message, you can restore it. If you end the current session without  
restoring the erased message, it is permanently erased from the skillset mailbox.  
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74 Chapter 6 Setting up skillset mailboxes  
Replying to messages  
You can reply to internal and external callers. You can reply to an external caller if your company  
subscribes to CLID.  
The messages you record must be longer than three seconds. The system times out after five  
seconds of silence.  
Use the procedure for replying to messages that applies to the interface you use:  
Replying to an internal caller  
If you use  
and you want to  
use  
Norstar Voice Mail  
reply to the caller’s  
extension  
CALL to transfer to the internal caller’s extension.  
leave a message in the  
caller’s mailbox  
MSG to record and send a reply to the internal caller’s  
mailbox.  
CallPilot  
reply to the caller’s  
extension  
Call Sender · to transfer to the internal caller’s  
extension.  
leave a message in the  
caller’s mailbox  
Reply ‡⁄ to record and send a reply to the  
internal caller’s mailbox.  
To reply to an internal caller - Norstar Voice Mail  
1
Press ≤·°⁄.  
Follow the voice prompts or the display button options to open  
the skillset mailbox.  
1 new 0 saved  
PLAY REC  
2
3
4
Press PLAY or¤.  
ADMIN  
End of message  
REPLY ERASE NEXT  
After you listen to the message, press REPLY or ·.  
Reply to msg  
Press CALL or ¤ to call the caller  
or  
MSG  
CALL  
QUIT  
press MSG or to record and send a reply.  
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Chapter 6 Setting up skillset mailboxes 75  
To reply to an internal caller - CallPilot  
1
Press ≤·°⁄.  
Follow the voice prompts or the display button options on your  
telephone to open the skillset mailbox.  
2
A mailbox summary is announced.  
While you are in your message list, you can play any message.  
3
4
Press ¤ to play the current message.  
Press · to call the caller  
or  
press ‡⁄ to record and send a reply.  
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76 Chapter 6 Setting up skillset mailboxes  
Using the Reply feature to reply to an external caller  
You can reply to an external caller using the Reply feature if your company subscribes to a Caller  
ID service and the skillset mailbox has an outdial method assigned to it. For how to assign an  
outdial method to a skillset mailbox refer to “Assigning an outdial method to a skillset mailbox” on  
page 78. Before you use the Reply feature you must play the message.  
To reply to an external caller - Norstar Voice Mail  
1
Press ·°⁄.  
Follow the voice prompts or the display button options to open the  
skillset mailbox.  
1 new 0 saved  
PLAY REC  
2
3
Press PLAY or ¤.  
ADMIN  
End of message  
REPLY ERASE NEXT  
After you listen to the message, press REPLY or ·.  
CallPilot dials the external number directly.  
To reply to an external caller - CallPilot  
1
Press ·°⁄.  
Follow the voice prompts or the display button options to open the  
skillset mailbox.  
2
A mailbox summary is announced.  
While you are in the message list you can play any message.  
3
4
Press ¤ to play the current message.  
Press · to call the caller.  
CallPilot dials the external number directly.  
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77  
Chapter 7  
Off-premise Message Notification  
About Off-premise Message Notification  
Off-premise Message Notification notifies you or a designated agent when there are new or urgent  
messages in a skillset mailbox. You can receive Off-premise Message Notification at any tone dial  
telephone number, pager or extension.  
Note: Set up Off-premise Message Notification for non-business hours. Then  
Off-Premise Message Notification does not consume a Reserved or voice channel during  
busy periods.  
You can receive notification of a message at a maximum of five different destination numbers.  
When the number of retry attempts is reached for each destination number, the next number in the  
series is called. For example, Call Center can call your car telephone first when there is a message  
in the skillset mailbox. If there is no answer, Call Center waits five minutes and calls your car  
telephone again. If there is still no answer, Call Center calls your car telephone a third time. If  
there is no answer after three calls, Call Center calls your home telephone. Call Center continues to  
call at five minute intervals until the call is answered or all of the destinations are called three  
times.  
Off-premise Message Notification, the Retry Intervals and Maximum Number of Attempts for  
skillset mailboxes are assigned through the Class of Service settings in CallPilot Manager. Skillset  
mailboxes have a default Class of Service of 1.  
Class of Service 1 has these default settings for Off-premise Message Notification:  
Off-premise Message Notification enabled  
a Retry Interval of five minutes  
a Maximum Number of Attempts of 3  
For information about changing Class of Service settings, refer to the CallPilot Manager Set Up  
and Operation Guide.  
You must assign start and stop times for telephone and destinations. Off-premise Message  
Notification begins when the start time is reached. Set the start time for a time when you are at the  
destination number so that you are there to receive calls.  
A person who receives an Off-premise Message Notification call can cancel Off-premise Message  
Notification to their destination number. This is useful if a destination is incorrectly programmed  
and a wrong party receives the calls.  
The recipient of an Off-premise Message Notification call hears the following voice prompt:  
Message for (name of mailbox owner). To log on press . If you have received this call by  
mistake, please press ¤.  
After you set the Off-premise Message Notification parameters, Off-premise Message Notification  
is enabled automatically.  
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78 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  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and password,  
and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
4
Press MBOX.  
AA  
OTHR  
CHNG  
QUIT  
Mailbox Admin  
ADD  
Press CHNG.  
DEL  
Mbox:  
DIR  
Enter the skillset mailbox number or press DIR to use the Company  
Directory.  
Outdial: <none>  
CHNG  
5
6
Press NEXT until you see this display.  
Press CHNG.  
NEXT  
NEXT  
Outdial: <line>  
CHNG  
Press NEXT if you want to use a line as the outdial method  
or  
press CHNG if you want to use a line pool as the outdial method and  
then press NEXT.  
xxxx:  
RETRY  
7
Enter the Line or Pool number and press OK.  
OK  
Line numbers must be between 1 and 500. Although line pools have  
a letter such as A, B or C, Call Center accepts only numbers. If you  
enter a line pool use 1 for A, 2 for B, 3 for C, and so on.  
Accept: x  
RETRY  
8
9
Press OK.  
OK  
Press ® to end the session.  
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Chapter 7 Off-premise Message Notification 79  
Off-premise Message Notification parameters  
You can set up the parameters for Off-premise Message Notification from any tone dial telephone.  
The parameters are:  
destination type (phone, extension or pager)  
destination number (phone, extension or pager)  
time range for receiving calls at telephone numbers or extensions (Pagers are notified any time  
there is a qualifying message.)  
types of message you want to receive (all new messages or just urgent messages)  
Note: The restrictions that apply to your telephone line also apply to Off-premise  
Message Notification numbers. For example, if you cannot dial long distance telephone  
numbers from your telephone, you cannot have a long distance Off-premise Message  
Notification destination number.  
Setting up Off-premise Message Notification  
Follow these instructions if you have not set up Off-Premise Message Notification and are setting  
it up for the first time. If you have set up Off-Premise Message Notification, refer to the section on  
To set up Off-premise Message Notification to  
refer to  
a telephone number  
an extension  
a pager  
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80 Chapter 7 Off-premise Message Notification  
To set up Off-premise Message Notification to a telephone  
number  
1
Press ·°⁄.  
Follow the voice prompts or the display button options to open the  
skillset mailbox.  
2
If you use the CallPilot interface:  
Press °fi to open the Mailbox Tools  
Press NOTIF or ¤ to open the Off-premise Message  
Notification menu  
Go to step 3  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press to open the Off-premise Message Notification  
menu  
Go to step 3  
Msg notify  
ADMIN SELECT  
3
4
5
6
Press ADMIN or to set up Off-premise Message Notification.  
Destination:  
PHONE EXT PAGER  
Press PHONE or to choose a telephone number destination.  
Ph:  
RETRY  
Enter the destination telephone number and press OK or £. The  
destination telephone number is a maximum of 30 digits.  
OK  
OK  
<x>  
ADD  
Press OK or £ to accept the destination telephone number  
represented by <x>  
or  
press ADD or ¤ to add special characters and use your dialpad or  
follow the voice prompts to add characters.  
After you add special characters, press OK or £ to accept the  
destination number.  
Start hhmm:  
RETRY  
7
8
Enter the start time for Off-premise Message Notification. This is a  
four-digit field. Any single-digit hour and minute must be preceded  
by a zero.  
OK  
PM  
<start time>  
Press AM or ⁄  
or  
RETRY  
AM  
PM or ¤.  
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Chapter 7 Off-premise Message Notification 81  
<start time>  
RETRY  
9
Press OK or £ to accept the start time.  
OK  
OK  
Stop hhmm:  
RETRY  
10 Enter the time when Off-premise Message Notification is to stop.  
This is a four digit field. Any single-digit hour and minute must be  
preceded by a zero.  
<stop time>  
11 Press AM or ⁄  
RETRY  
AM  
PM  
OK  
or  
PM or ¤.  
<stop time>  
RETRY  
12 Press OK or £ to accept the stop time.  
More dest?  
13 Press YES or if you want to set up another destination number  
YES  
NO  
or  
press NO or £ if you do not want to set up another destination  
number.  
Start:<start time>  
14 Press NEXT or £ to accept the start time that you entered  
CHNG  
NEXT  
or  
press CHNG or to change the start time.  
Stop:<stop time>  
15 Press NEXT or £ to accept the stop time that you entered  
CHNG  
NEXT  
or  
press CHNG or to change the stop time.  
Msg type: new  
CHNG  
16 Press OK or £ if you want to be notified when the skillset mailbox  
receives a new message  
OK  
or  
press CHNG or if you want to be notified only when the skillset  
mailbox receives an urgent message.  
Msg notify  
ADMIN SELECT  
17 Press ® to end the session.  
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82 Chapter 7 Off-premise Message Notification  
To set up Off-premise Message Notification to an extension  
1
Press ·°⁄.  
Follow the voice prompts or the display button options to open the  
skillset mailbox.  
2
If you use the CallPilot interface:  
Press °fi to open the Mailbox Tools  
Press NOTIF or ¤ to open the Off-premise Message  
Notification menu  
Go to step 3  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press to open the Off-premise Message Notification  
menu  
Go to step 3  
Msg notify  
ADMIN  
3
4
5
6
7
Press ADMIN or to set up Off-premise Message Notification.  
Press EXT or ¤ to choose an extension as the destination.  
Enter the destination number and press OK or £.  
SELECT  
Destination:  
PHONE EXT PAGER  
Ext:  
RETRY  
OK  
OK  
OK  
Accept:<x>  
RETRY  
Press OK or £ to accept the destination extension.  
The <x> represents the extension.  
Start hhmm:  
RETRY  
Enter the start time for Off-premise Message Notification. This is a  
four-digit field. Any single-digit hour and minute must be preceded  
by zero.  
<start time>  
8
9
Press AM or ⁄  
or  
PM or ¤.  
RETRY  
AM  
PM  
<start time>  
RETRY  
Press OK or £ to accept the start time.  
OK  
OK  
Stop hhmm:  
RETRY  
10 Enter the time when Off-premise Message Notification is to stop.  
This is a four digit field. Any single-digit hour and minute must be  
preceded by a zero.  
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Chapter 7 Off-premise Message Notification 83  
<stop time>  
RETRY AM  
11 Press AM or ⁄  
PM  
OK  
or  
PM or ¤.  
<stop time>  
RETRY  
12 Press OK or £ to accept the stop time.  
More dest?  
13 Press YES or if you want to set up another destination number  
YES  
NO  
or  
press NO or £ if you do not want to set up another destination  
number.  
Start:<start time>  
14 Press NEXT or £ to accept the start time that you entered  
CHNG  
NEXT  
or  
press CHNG or to change the start time.  
Stop:<stop time>  
15 Press NEXT or £ to accept the stop time that you entered  
CHNG  
NEXT  
or  
press CHNG or to change the stop time.  
Msg type: new  
CHNG  
16 Press OK or £ if you want to be notified when the skillset mailbox  
receives a new message  
OK  
or  
press CHNG or if you want to be notified only when the skillset  
mailbox receives an urgent message.  
Msg notify  
ADMIN SELECT  
17 Press ® to end the session.  
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84 Chapter 7 Off-premise Message Notification  
About setting up Off-premise Message Notification to a pager  
number  
Example of a destination pager number  
If you are assigning a pager destination number from behind a PBX, remember to insert a ·  
(depending on your system) before the £ to access an outside line.  
There is a combined limit of 30 characters for the pager telephone number and the pager message.  
For example, to reach your pager, enter:  
£›¤fififi⁄¤‹›£‹  
where:  
£ specifies the next digits are special characters  
recognizes dial tone  
¤ specifies that the next digits are the numbers to be dialed  
fififi⁄¤‹› is the pager telephone number dialed  
inserts a timed pause  
Depending on the company supplying your paging service, the programming sequence can vary.  
For more information about setting the destination telephone number parameters for your pager,  
contact your pager company.  
To set up Off-premise Message Notification to a pager  
1
Press ·°⁄.  
Follow the voice prompts or the display button options to open the  
skillset mailbox.  
2
If you use the CallPilot interface:  
Press °fi to open the Mailbox Tools  
Press NOTIF or ¤ to open the Off-premise Message  
Notification menu  
Go to step 3  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press to open the Off-premise Message Notification  
menu  
Go to step 3  
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Chapter 7 Off-premise Message Notification 85  
Press ADMIN or to set up Off-premise Message Notification.  
Press PAGER or to select a pager number destination.  
Enter the destination pager number and press OK or £.  
Msg notify  
ADMIN SELECT  
3
4
5
6
Destination:  
PHONE EXT PAGER  
Pager:  
RETRY  
OK  
OK  
<x>  
ADD  
Press OK or £ to accept the destination pager number represented  
by <x>  
or  
press ADD or ¤ to add special characters and use your dialpad or  
follow the voice prompts to add characters.  
After you add special characters, press OK or £.  
Show:<xxxx>  
CHNG  
7
Press NEXT or £ to accept the default pager message represented  
by <xxxx>. The default pager message sent by CallPilot is the  
CallPilot extension. This is the sequence of digits that is sent after  
the pager service is dialed, to notify you of who is paging you  
or  
NEXT  
press CHNG or to change the pager message.  
The combined limit is 30 characters for the pager telephone  
number and the pager message.  
More dest?  
8
9
Press YES or if you want to set up another destination number  
or  
press NO or £ if you do not want to set up another destination  
number.  
YES  
NO  
Msg type: new  
CHNG  
Press OK or £ to be notified when the skillset mailbox receives a  
new message  
OK  
or  
press CHNG or to change the message type to be notified only  
when the skillset mailbox receives an urgent message.  
Msg notify  
ADMIN SELECT  
10 Press ® to end the session.  
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86 Chapter 7 Off-premise Message Notification  
To set up Off-premise Message Notification to more than one  
destination  
You can receive notification of a message at a maximum of five different destination numbers. The  
following steps show you how to enter a telephone number destination and then add a pager  
destination for the first time.  
1
Press ·°⁄.  
Follow the voice prompts or the display button options to open the  
skillset mailbox.  
2
If you use the CallPilot interface:  
Press °fi to open the Mailbox Tools  
Press NOTIF or ¤ to open the Off-premise Message  
Notification menu  
Go to step 3  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press to open the Off-premise Message Notification  
menu  
Go to step 3  
Msg notify  
ADMIN SELECT  
3
4
5
6
Press ADMIN or to set up Off-premise Message Notification.  
Destination:  
PHONE EXT PAGER  
Press PHONE or to choose a destination telephone number.  
Ph:  
RETRY  
Enter the destination telephone number and press OK or £. The  
destination telephone number cannot be longer than 30 digits.  
OK  
OK  
<x>  
ADD  
Press OK or £ to accept the destination telephone number,  
represented by <x>  
or  
press ADD or ¤ to add special characters and use your dialpad or  
follow the voice prompts to add characters.  
Start: hhmm:  
RETRY  
7
8
Enter the start time for Off-premise Message Notification. This is a  
four-digit field. Any single-digit hour and minute must be preceded  
by a zero.  
OK  
PM  
<start time>  
Press AM or ⁄  
or  
RETRY  
AM  
PM or ¤.  
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Chapter 7 Off-premise Message Notification 87  
<start time>  
RETRY  
9
Press OK or £ to accept the start time.  
OK  
OK  
Stop hhmm:  
RETRY  
10 Enter the time when Off-premise Message Notification is to stop.  
This is a four digit field. Any single digit hour and minute must be  
preceded by a zero.  
<stop time>  
11 Press AM or ⁄  
RETRY  
AM  
PM  
OK  
or  
PM or ¤.  
<stop time>  
RETRY  
12 Press OK or £ to accept the stop time.  
More dest?  
13 Press YES or to set up another destination number.  
14 Press SETUP to set up another destination number.  
15 Press PAGER or to select a pager number destination.  
16 Enter the destination pager number and press OK or £.  
YES  
NO  
Notify2: none  
SETUP  
NEXT  
Destination:  
PHONE EXT PAGER  
Pager:  
RETRY  
OK  
OK  
<xxxx>  
ADD  
17 Press OK or £ to accept the destination pager number represented  
by <x>  
or  
press ADD or ¤ to add special characters and use your dialpad or  
follow the voice prompts to add characters.  
After you add special characters, press OK or £.  
Show<xxxx>  
CHNG  
18 Press NEXT or £ to accept the default pager message represented  
by <xxxx>. The default pager message sent by CallPilot is the  
CallPilot extension. This is the sequence of digits that is sent after  
the pager service is dialed, to notify you of who is paging you  
or  
NEXT  
press CHNG or to change the pager message.  
The combined limit is 30 characters for the pager telephone  
number and the pager message.  
Notify2: pager  
CHNG OTHR  
19 The display shows that the second destination is a pager.  
NEXT  
NEXT  
Press NEXT or £ to continue.  
Notify 3: none  
SETUP  
20 Press NEXT or £ to continue  
or  
press SETUP to add another destination.  
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88 Chapter 7 Off-premise Message Notification  
Start:<start time>  
21 Press NEXT or £ to accept the start time that you entered  
CHNG  
NEXT  
or  
press CHNG or to change the start time.  
Stop:<stop time>  
22 Press NEXT or £ to accept the stop time that you entered  
CHNG  
NEXT  
or  
press CHNG or to change the stop time.  
Msg type: new  
CHNG  
23 Press OK or £ to be notified when the skillset mailbox receives a  
OK  
new message  
or  
press CHNG or to be notified only when the skillset mailbox  
receives an urgent message.  
Msg notify  
ADMIN SELECT  
24 Press ® to end the session.  
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Chapter 7 Off-premise Message Notification 89  
Changing Off-premise Message Notification  
You can change the parameters and destinations for Off-Premise Message Notification. Refer to  
parameters.  
If you want to change the time or message type parameters, use the procedure “To change the time  
If you want to change the destination type refer to the procedure for the destination type.  
To change the destination type  
refer to  
from a telephone to an extension, pager or another telephone  
number  
from a pager to an extension or telephone  
from a telephone or extension to a pager  
To change the time range or type of message parameters  
1
Press ≤·°⁄.  
Follow the voice prompts or the display button options on your  
telephone to open the skillset mailbox.  
2
If you use the CallPilot interface:  
Press °fi to open the Mailbox Tools  
Press NOTIF or ¤ to open the Off-premise Message  
Notification menu  
Go to step 3  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press to open the Off-premise Message Notification  
menu  
Go to step 3  
Msg notify  
ADMIN SELECT  
3
4
Press ADMIN or to set up Off-premise Message Notification.  
Notify:<x>  
CHNG  
Press NEXT.  
NEXT  
If you want to change the destination type refer to “To change the  
destination type” on page 89 for the appropriate procedure.  
More dest?  
5
Press NO or £ to continue.  
YES  
NO  
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90 Chapter 7 Off-premise Message Notification  
Start:<start time>  
6
7
8
Press CHNG or to change the start time  
or  
press NEXT or £ to accept the start time.  
CHNG  
NEXT  
Stop:<stop time>  
Press CHNG or to change the stop time  
or  
press NEXT or £ to accept the stop time.  
CHNG  
NEXT  
Msg type: new  
CHNG  
Press CHNG or to change the message type to urgent.  
Press OK or £ to accept the new default message. You can choose  
to be notified of all new messages or urgent messages only.  
Change the message type to urgent to be notified only when the  
skillset mailbox receives an urgent message.  
OK  
Msg notify  
ADMIN SELECT  
9
Press ® to end the session.  
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Chapter 7 Off-premise Message Notification 91  
To change the destination from telephone to another destination  
1
Press ·°⁄.  
Follow the voice prompts or the display button options to open the  
skillset mailbox.  
2
If you use the CallPilot interface:  
Press °fi to open the Mailbox Tools  
Press NOTIF or ¤ to open the Off-premise Message  
Notification menu  
Go to step 3  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press to open the Off-premise Message Notification  
menu  
Go to step 3  
Msg notify  
ADMIN SELECT  
3
4
5
Press ADMIN or to set up Off-premise Message Notification.  
Notify: phone  
CHNG  
Press CHNG or to change the destination.  
NEXT  
Destination:  
PHONE EXT PAGER  
Press PHONE or to choose another telephone number  
destination  
or  
press EXT or ¤ to choose an extension destination  
or  
press PAGER or to choose a pager number destination.  
<x>  
RETRY  
6
7
Enter the destination number and press OK or £.  
The destination telephone number cannot be longer than 30 digits.  
OK  
OK  
Accept:<xxxx>  
RETRY  
Press OK or £ to accept the destination number  
or  
press RETRY or to re-enter the destination number.  
Notify:<x>  
CHNG  
8
Press NEXT or £ to continue  
or  
NEXT  
press CHNG or to change the destination, and repeat steps 6  
through 8.  
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92 Chapter 7 Off-premise Message Notification  
More dest?  
9
Press YES or if you want to set up another destination number  
or  
YES  
NO  
press NO or £ if you do not want to set up another destination  
number.  
Start:<start time>  
10 Press CHNG or to change the start time  
CHNG  
NEXT  
or  
press NEXT or £ to accept the start time.  
Stop:<stop time>  
11 Press CHNG or to change the stop time  
CHNG  
NEXT  
or  
press NEXT or £ to accept the stop time.  
Msg type:new  
CHNG  
12 If you want to change message notification,  
press CHNG or if you want to be notified only when the skillset  
mailbox receives an urgent message.  
OK  
Press OK or £.  
Msg notify  
ADMIN SELECT  
13 Press ® to end the session.  
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Chapter 7 Off-premise Message Notification 93  
To change the destination from pager to telephone or extension  
1
Press ·°⁄.  
Follow the voice prompts or the display button options to open the  
skillset mailbox.  
2
If you use the CallPilot interface:  
Press °fi to open the Mailbox Tools  
Press NOTIF or ¤ to open the Off-premise Message  
Notification menu  
Go to step 3  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press to open the Off-premise Message Notification  
menu  
Go to step 3  
Msg notify  
ADMIN SELECT  
3
Press ADMIN or to change Off-premise Message Notification.  
The displays shows the first destination type and destination  
number.  
Modify:pager  
CHNG  
4
5
Press CHNG or to change the destination type and the  
destination number.  
NEXT  
Destination:  
PHONE EXT PAGER  
Choose the type of destination number:  
press PHONE or to choose a telephone number destination  
or  
press EXT or ¤ to choose an extension destination.  
<xxxx>:  
RETRY  
6
Enter the destination number you want to set up Off-Premise  
Message Notification for.  
OK  
<x> represents the destination number.  
Press OK or £ to accept the destination number  
or  
press RETRY or to re-enter the number.  
Notify:<x>  
CHNG  
7
8
Press NEXT or £ to continue.  
NEXT  
More dest?  
Press YES or if you want to set up another destination, and  
repeat steps 6 through 8  
YES  
NO  
or  
press NO or £ if you do not want to set up another destination.  
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94 Chapter 7 Off-premise Message Notification  
Start:<start time>  
9
Press CHNG or to change the start time  
or  
CHNG  
NEXT  
press NEXT or £ to accept the start time.  
Stop:<stop time>  
10 Press CHNG or to change the stop time  
CHNG  
NEXT  
or  
press NEXT or £ to accept the stop time.  
Msg type:new  
CHNG  
11 If you want to change message notification,  
press CHNG or if you want to be notified only when the skillset  
mailbox receives an urgent message.  
OK  
Press OK or £.  
Msg notify  
12 Press ® to end the session.  
ADMIN  
SELECT  
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Chapter 7 Off-premise Message Notification 95  
To change the destination from telephone or extension to pager  
1
Press ·°⁄.  
Follow the voice prompts or the display button options to open the  
skillset mailbox.  
2
If you use the CallPilot interface:  
Press °fi to open the Mailbox Tools  
Press NOTIF or ¤ to open the Off-premise Message  
Notification menu  
Go to step 3  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press 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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96 Chapter 7 Off-premise Message Notification  
Show:<xxxx>  
CHNG  
8
Press NEXT or £ to accept the default pager message represented  
NEXT  
by <xxxx>. The default pager message sent by CallPilot is the  
CallPilot extension. This is the sequence of digits that is sent after  
the pager service is dialed, to notify you of who is paging you  
or  
press CHNG or to change the pager message.  
The combined limit is 30 characters for the pager telephone  
number and the pager message.  
Notify: pager  
CHNG  
9
The display shows notification is set up to a pager.  
Press NEXT or £ to continue.  
NEXT  
More dest?  
10 Press YES if you want to set up another destination number  
YES  
NO  
or  
press NO if you do not want to set up another destination number.  
Msg type: new  
CHNG  
11 Press OK or £ if you want to be notified when the skillset mailbox  
receives a new message  
OK  
or  
press CHNG or if you want to be notified only when the skillset  
mailbox receives an urgent message.  
Msg notify  
ADMIN SELECT  
12 Press ® to end the session.  
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Chapter 7 Off-premise Message Notification 97  
Deleting a destination number  
If you have more than one destination number for Off-premise Message Notification, you can  
delete a destination.  
To delete a destination number  
1
Press ·°⁄.  
Follow the voice prompts or the display button options to open the  
skillset mailbox.  
2
If you use the CallPilot interface:  
Press °fi to open the Mailbox Tools  
Press NOTIF or ¤ to open the Off-premise Message  
Notification menu  
Go to step 3  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press to open the Off-premise Message Notification  
menu  
Go to step 3  
Msg notify  
ADMIN SELECT  
3
4
Press ADMIN or to set up Off-premise Message Notification.  
Notify1:<x>  
Press OTHR if you want to delete the first destination  
or  
CHNG  
OTHR NEXT  
press NEXT or £ to view the other destinations until you find the  
destination that you want to delete. When you find the destination  
that you want to delete, press OTHR.  
Notify 1:<x>  
5
6
Press DEL to delete the first destination number.  
DEL  
INS  
QUIT  
Notify1:<x>  
CHNG OTHR NEXT  
The first destination number is deleted. The Notify 2 destination  
changes to become the Notify 1 destination number.  
To delete more destination numbers, press OTHR and repeat steps 4  
and 5.  
Msg notify  
ADMIN SELECT  
7
Press ® to end the session.  
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98 Chapter 7 Off-premise Message Notification  
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 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  
or  
or  
84.  
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Chapter 7 Off-premise Message Notification 99  
Turning Off-premise Message Notification on or off  
You can turn Off-premise Message Notification on or off at any time. If you turn Off-premise  
Message Notification off, you do not affect any of the assigned parameters.  
To turn Off-premise Message Notification on or off  
1
Press ·°⁄.  
Follow the voice prompts or the display button options to open the  
skillset mailbox.  
2
If you use the CallPilot interface:  
Press °fi to open the Mailbox Tools  
Press NOTIF or ¤ to open the Off-premise Message  
Notification menu  
Go to step 3  
If you use the Norstar Voice Mail interface:  
Press ADMIN or °  
Press to open the Off-premise Message Notification  
menu  
Go to step 3  
Msg notify  
ADMIN SELECT  
3
4
5
Press SELECT or ¤ to set up Off-premise Message Notification.  
Notify on  
Press CHNG or to turn Off-premise Message Notification off if  
it is on (as shown).  
CHNG  
TIME  
OK  
OK  
Notify off  
Press OK or •  
or  
CHNG  
TIME  
press TIME to review the start and stop time parameters.  
Mailbox admin  
GREET PSWD QUIT  
6
Press ® to end the session.  
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101  
Chapter 8  
Setting up agents  
Agents handle the calls in your call center. Supervisors are agents with additional capabilities.  
Supervisors can change their own password and monitor calls between agents and callers. You can  
record your agent programming in the table “Call Center agents” on page 175.  
About adding agents  
The maximum number of agents you can have is 20 for Basic Call Center and 100 for Enhanced  
Call Center.  
For more information about Call Center agents, refer to the Nortel Networks Call Center Agent  
Guide.  
Agent properties  
Each agent is assigned a unique ID number. Call Center assigns the lowest  
available ID number, but you can assign a different number when you add  
the agent. Statistics are collected and reported for each ID number. For  
more information on statistics, refer to “Monitoring call activity” on page 151  
and refer to the Nortel Networks Call Center Reporting Set Up and  
Operation Guide.  
Agent ID  
Name  
The agent name can be a maximum of 13 characters. If you do not enter a  
name, a default agent name appears as the word Agent and the ID number,  
for example, Agent12. Do not create agent names that have the same first  
seven characters. If you use Call Center Reporting, it truncates the agent  
name after the first seven characters and your agent names appear  
identical.  
Super indicates that an agent has supervisor status. A supervisor is an  
agent with supervisor status. A supervisor has additional capabilities, such  
as the ability to monitor calls between agents and callers. Supervisors can  
monitor incoming calls only. Supervisors cannot monitor outgoing calls.  
Supervisor  
Automatic Answer is optional. Select Automatic Answer if you want to  
force-deliver calls to an agent.  
Automatic answer  
If Automatic Answer is enabled, the agent hears a tone that indicates that a  
call is delivered. The agent is automatically in the handsfree mode. It is  
important that agents use the Not Ready feature when they are not  
available to receive calls.  
If Automatic Answer is not enabled, calls ring at the agent's telephone and  
the agent must answer calls manually.  
The Missed Call Option controls how a call is treated if an agent does not  
answer the call. Busy assigns an agent's telephone to respond as it does  
with the Not Ready feature enabled. Logout automatically logs an agent out  
of their skillset if they do not answer a call.  
Missed Call Option  
The default is Busy, which returns the call to the skillset.  
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102 Chapter 8 Setting up agents  
When you add agents to Call Center you assign them a priority that  
represents their level of qualification. The priority can be used to determine  
which of your agents receives an incoming call. The agent priority ranges  
from 1 to 20. 1 is the highest agent priority for the most qualified agents.  
The default value is 10.  
Agent priority  
If you use Enhanced Call Center you can assign agents Dynamic Priority  
when you assign them to a skillset. With Dynamic Priority, agents can have  
different priorities depending on which skillset they are logged onto. For  
example, when an agent is a member of the English skillset, their priority  
can be 1 because they are fluent in English. The same agent can have a  
priority of 3 when they are logged onto the Spanish skillset and, a priority of  
6 when they are logged onto the German skillset.  
Activity Code entry types are Prompted and Optional. If you select  
Prompted, the agent is prompted to enter Activity Codes on their telephone.  
If you select Optional, an Activity Code session is not automatically  
displayed on the agent’s telephone, but they can press F907 and enter  
Activity Codes.  
Activity Codes  
Optional is the default. If you do not have Call Center Reporting enabled on  
your system, this setting does not appear.  
Adding an agent  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
Press AGENT.  
Press ADD.  
CC Admin  
AGENT SKILL OTHR  
Agent Admin  
ADD  
DEL  
CHNG  
OK  
Agent ID: x  
RANGE CHNG  
The first available agent number is shown.  
Press CHNG to change the agent number and enter a new agent  
number  
or  
press OK to continue.  
Agent name: __  
7
Enter the agent’s name and press OK.  
RETRY  
BKSP  
OK  
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Chapter 8 Setting up agents 103  
Priority: 10  
CHNG  
8
9
Press CHNG if you want to change the agent’s priority  
or  
press NEXT and go to step 14.  
NOTE: This step appears only if you use Basic Call Center.  
If you use Enhanced Call Center, go to step 10.  
NEXT  
Priority:  
RETRY  
Enter a priority from 1 to 20 for the agent and press OK.  
1 is the highest priority. 10 is the default.  
OK  
Supervisor: N  
CHNG  
10 Press NEXT to keep the agent at agent status  
NEXT  
or  
press CHNG and then NEXT to give the agent supervisor status.  
Auto answer: N  
CHNG  
11 Press NEXT if you do not want calls to be force-delivered to the  
NEXT  
agent  
or  
press CHNG and then NEXT if you want calls to be force-delivered to  
the agent.  
Miss call: BUSY  
LOGOUT BUSY  
12 Press OK to accept BUSY (Make Agent Busy) as the Missed Call  
OK  
option  
or  
press LOGOUT to select Automatic Logout and press OK.  
AC entry: OPT  
13 Press OK if you want prompting for Activity codes to be optional, or  
press PRMPT if you want agents to be prompted and press OK.  
NOTE: This step appears only if you use Enhanced Call Center.  
OPT  
PRMPT  
OK  
Agent Admin  
ADD DEL  
14 Press ® to end the session.  
CHNG  
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104 Chapter 8 Setting up agents  
Changing an agent  
After you add an agent you can change their properties. You must use this procedure if the system  
times out while you are adding an agent.  
The properties you can change for an agent are:  
password  
display name  
priority  
supervisor status  
auto answer options  
missed call options  
Activity Codes  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
Press AGENT.  
Press CHNG.  
CC Admin  
AGENT SKILL OTHR  
Agent Admin  
ADD  
DEL CHNG  
RETRY OK  
Agent ID:  
DIR  
Enter the ID number of the agent you want to change and press OK.  
If you do not know the agent’s ID number press DIR to search the  
directory.  
Login Pswd  
RESET  
7
8
9
Press RESET if you want to reset the agent’s password  
or  
press NEXT.  
NEXT  
NEXT  
OK  
xxxx  
CHNG  
Press CHNG if you want to change the agent’s name  
or  
press NEXT and go to step 10.  
Agent name: __  
Enter the new agent’s name and press OK.  
RETRY  
BKSP  
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Chapter 8 Setting up agents 105  
Priority: 10  
CHNG  
10 Press CHNG if you want to change the agent’s priority  
NEXT  
or  
press NEXT and go to step 12.  
NOTE: This step appears only if you use Basic Call Center.  
If you use Enhanced Call Center, go to step 12.  
Priority:  
RETRY  
11 Enter a priority from 1 to 20 for the agent and press OK.  
OK  
1 is the highest priority.  
Supervisor: x  
CHNG  
12 Press CHNG and press NEXT if you want to change the agent’s  
NEXT  
supervisor status  
or  
press NEXT.  
Auto answer: N  
CHNG  
13 Press NEXT if you do not want calls to be force-delivered to the  
NEXT  
agent  
or  
press CHNG and then NEXT if you want calls to be force-delivered to  
the agent.  
Miss call: BUSY  
LOGOUT BUSY  
14 Press OK to accept BUSY (Make Agent Busy) as the Missed Call  
OK  
Option  
or  
press LOGOUT to select Automatic Logout and press OK.  
AC entry: OPT  
15 Press OK if you want prompting for Activity codes to be optional, or  
press PRMPT if you want agents to be prompted and press OK.  
NOTE: This step appears only if you use Enhanced Call Center.  
OPT  
PRMPT  
OK  
16 Press ® to end the session.  
Adding multiple agents  
You can save time by adding more than one agent a time. When you add multiple agents,  
the agents have the default agent name and parameters.  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
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106 Chapter 8 Setting up agents  
4
5
6
Press AGENT.  
CC Admin  
AGENT SKILL OTHR  
Agent Admin  
ADD  
Press ADD.  
DEL  
CHNG  
OK  
Agent ID: x  
RANGE CHNG  
The first available agent number is shown.  
Press RANGE to add a range of new agents.  
Start agent:  
RETRY  
7
8
9
Enter the start of the range and press OK.  
OK  
OK  
End agent:  
RETRY  
Enter the end of the range and press OK.  
Priority: 10  
CHNG  
Press CHNG if you want to change the agent’s priority  
or  
NEXT  
press NEXT and go to step 11.  
NOTE: This step appears only if you use Basic Call Center.  
If you use Enhanced Call Center, go to step 11.  
Priority:  
RETRY  
10 Enter a priority from 1 to 20 for the agent and press OK.  
OK  
1 is the highest priority. 10 is the default.  
Supervisor: N  
CHNG  
11 Press NEXT to keep the agent at agent status  
NEXT  
or  
press CHNG and then NEXT to give the agent supervisor status.  
Auto answer: N  
CHNG  
12 Press NEXT if you do not want calls to be force-delivered to the  
NEXT  
agent  
or  
press CHNG and then NEXT if you want calls to be force-delivered to  
the agent.  
Miss call: BUSY  
LOGOUT BUSY  
13 Press OK to accept BUSY (Make Agent Busy) as the Missed Call  
OK  
option  
or  
press LOGOUT to select Automatic Logout and press OK.  
AC entry: OPT  
14 Press OK if you want prompting for Activity codes to be optional,  
or  
OPT  
PRMPT  
OK  
press PRMPT if you want agents to be prompted and press OK.  
NOTE: This step appears only if you use Enhanced Call Center.  
Agent Admin  
15 Press ® to end the session.  
ADD  
DEL  
CHNG  
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Chapter 8 Setting up agents 107  
Assigning an agent to a skillset  
You can assign an agent to one or both skillsets. Each agent is responsible for answering calls for  
the skillsets they are assigned to.  
To assign an agent to a skillset  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to add an agent to and  
press OK.  
QUIT  
OK  
Status: xxxxxxx  
6
The display shows whether the skillset is enabled or disabled.  
You must disable the skillset before you make changes to it. For  
how to disable a skillset refer to “Disabling a skillset” on page 48.  
Press NEXT to continue.  
CHNG  
NEXT  
Skillset Admin  
PARM AGENT ROUTE  
7
8
9
Press AGENT.  
Press ADD.  
Agent-Skillset  
ADD  
DEL  
VIEW  
Add Agent  
Press INDIV.  
INDIV RANGE QUIT  
Agent ID:  
10 Enter the ID number of the agent you want to assign and press OK  
DIR  
RETRY  
OK  
or  
press DIR to search the directory.  
xxxx  
11 The display shows the agent’s name.  
NEXT  
Press NEXT.  
Priority: 10  
CHNG  
12 If you use Enhanced Call Center, this display appears that lets you  
OK  
assign dynamic to the agent.  
Press OK to accept 10 as the agent’s priority level in the skillset  
or  
press CHNG and enter a priority level from 1 - 20.  
10 is the default.  
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108 Chapter 8 Setting up agents  
Agent added  
13 This display appears briefly.  
Add Agent  
INDIV RANGE QUIT  
14 Press ® to end the session  
or  
press INDIV to add another agent and follow steps 10 through 13.  
Assigning several agents to a skillset  
You can save time by adding several agents to a skillset at once. Agents that are already assigned to  
the skillset are not added again.  
To assign several agents to a skillset  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to assign several agents  
to and press OK.  
QUIT  
OK  
Status: xxxxxxx  
6
The display shows whether the skillset is enabled or disabled.  
You must disable the skillset before you make changes to it. For  
how to disable a skillset refer to “Disabling a skillset” on page 48.  
Press NEXT to continue.  
CHNG  
NEXT  
Skillset Admin  
PARM AGENT ROUTE  
7
8
9
Press AGENT.  
Press ADD.  
Agent-Skillset  
ADD  
DEL  
VIEW  
Add Agent  
Press RANGE.  
INDIV RANGE QUIT  
Start agent:  
10 Enter the ID number of the first agent you want to assign and press  
RETRY  
OK  
OK.  
End agent:  
RETRY  
11 Enter the ID number of the last agent you want to assign and press  
OK  
OK.  
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Chapter 8 Setting up agents 109  
Priority: 10  
CHNG  
12 If you use Enhanced Call Center, this display appears that lets you  
assign dynamic priority to the agent.  
Press OK to accept 10 as the agent’s priority level in the skillset  
or  
OK  
press CHNG and enter a priority level from 1 - 20.  
10 is the default.  
x added  
13 This display appears briefly.  
Add Agent  
INDIV RANGE QUIT  
14 Press ® to end the session.  
Removing agents from a skillset  
You can remove an agent from a skillset. When you remove an agent, they are removed from the  
skillset but not from Call Center. You can assign the agent to another skillset.  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to remove an agent from  
and press OK.  
QUIT  
OK  
Status: xxxxxxx  
6
The display shows whether the skillset is enabled or disabled.  
The skillset must be disabled before you can delete an agent from  
it. For how to disable a skillset refer to “Disabling a skillset” on  
CHNG  
NEXT  
Press NEXT to continue.  
Skillset Admin  
PARM AGENT ROUTE  
7
8
9
Press AGENT.  
Agent-Skillset  
Press DEL.  
ADD  
DEL  
VIEW  
OK  
Agent ID:  
DIR RETRY  
Enter the ID number of the agent you want to remove and press OK.  
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110 Chapter 8 Setting up agents  
xxxx  
DEL  
10 The display shows the agent’s name.  
QUIT  
Press DEL.  
Agent deleted  
11 This display appears briefly.  
12 Press ® to end the session.  
Viewing agents in a skillset  
You can review the agents in a skillset.  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to view and press OK.  
QUIT  
OK  
NEXT  
Status: xxxxxxx  
CHNG  
The display shows whether the skillset is enabled or disabled.  
Press NEXT to continue.  
Skillset Admin  
PARM AGENT ROUTE  
7
8
9
Press AGENT.  
Agent-Skillset  
Press VIEW.  
ADD  
DEL  
VIEW  
x: xxxx  
NEXT  
The display shows the agent with the lowest ID number in the  
skillset. You can press NEXT to see the next agent or PREV to see the  
previous agent.  
PREV QUIT  
10 Press ® to end the session.  
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Chapter 8 Setting up agents 111  
Logging an agent off  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
6
7
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTH  
Press AGENT.  
Agent Admin  
ADD  
Press °. This option does not appear as a display button option.  
Enter the agent’s ID number and press OK.  
DEL  
CHNG  
QUIT  
Agent ID:  
OK  
xxxx  
OUT  
The agent’s name is displayed.  
Press OUT.  
8
Press ® to end the session.  
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112 Chapter 8 Setting up agents  
Deleting an agent  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and password,  
and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press AGENT.  
Press DEL.  
Agent Admin  
ADD  
DEL  
CHNG  
OK  
Agent ID:  
DIR  
Enter the agent’s ID number and press OK  
or  
RETRY  
press DIR to search the directory.  
xxxx  
DEL  
7
The agent’s name is displayed.  
Press DEL.  
QUIT  
Agent deleted  
8
9
The display shows the agent is deleted.  
Press ® to end the session.  
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Chapter 8 Setting up agents 113  
Resetting an agent password  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
Press AGENT.  
Press CHNG.  
CC Admin  
AGENT SKILL OTHR  
Agent Admin  
ADD  
DEL CHNG  
RETRY OK  
Agent ID:  
DIR  
Enter the ID number of the agent you want to change and press OK.  
If you do not know the agent’s ID number press DIR to search the  
directory.  
Login Pswd  
RESET  
7
8
Press RESET to reset the agent’s password.  
NEXT  
Press ® to end the session.  
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115  
Chapter 9  
Intelligent Overflow Routing  
Use Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset for  
an agent. You can specify that a waiting call:  
overflows to one or more skillsets and keeps its conditions and original skillset greetings.  
Agents from the specified skillsets can answer the call.  
moves to another skillset where the call loses its conditions, and takes on the properties of the  
new skillset, including skillset greetings. The system tracks the total length of the call from the  
time the call enters the system until it is answered.  
transfers to the skillset mailbox  
transfers to an extension, mailbox, external telephone number, CCR Tree, Automated  
Attendant or operator  
changes in priority level  
Intelligent Overflow Routing handles calls differently depending on the rules that you create.  
Each rule is based on a mode, one or more conditions, and one or more actions.  
Mode  
Intelligent Overflow Routing looks at the mode the skillset is in to determine how to handle a call.  
A skillset can be in Day mode, Night mode, or 24 Hour Service. Each mode can have its own rules  
for how to handle calls. The default mode is Day.  
Condition  
After Intelligent Overflow Routing determines what mode the skillset is in, Intelligent Overflow  
Routing determines what conditions apply to the call. The two possible conditions are:  
Whether the timer expires. You set the length of time a call waits for an agent before the call is  
sent to the destination that you specify. The maximum time a call can wait is 59:59. When a  
call enters a skillset, the timer starts at 00:00. Overflow rules are applied according to the time  
a call is in a skillset, not according to the total time a call is in the system. For example, if you  
set up skillset 1 to move a call to skillset 2 after five minutes, and you set up skillset 2 to move  
a call to skillset 1 after two minutes, a call in skillset 1 will be moved to skillset 2 after five  
minutes. The call will move back to skillset 1 after an additional two minutes, then back to  
skillset 2 after an additional five minutes.  
Whether there are agents logged on to the skillset. If there are no agents logged on to the  
skillset, the call is sent to the destination that you specify. If you select the Agents Not Logged  
In check box, the overflow rule applies if there are no agents logged on to the skillset. If you  
do not select the Agents Not Logged In check box, the overflow rule applies if there are agents  
logged on to the skillset.  
Note: You can select both conditions within the same rule. The rule applies when both  
conditions are met.  
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Action  
When Intelligent Overflow Routing determines that a condition is met for the call, the call goes to  
the destination you specify. Possible actions are:  
moving the call to a new skillset.  
The caller hears the greetings for the new skillset.  
overflowing the call to one or more skillsets.  
The caller continues to hear the greetings from the original skillset.  
sending the call to the skillset mailbox  
transferring the call to an extension, external number, mailbox, skillset mailbox, Automated  
Attendant, CCR Tree or operator  
changing the priority of the call  
Note: Note: if an overflow step is configured for No Agents, the overflow rule executes  
right away, and even a forced greeting will not play. If you want to play the greeting,  
configure a timer with the No Agents rule.  
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Chapter 9 Intelligent Overflow Routing 117  
Examples of Intelligent Overflow Routing rules  
Intelligent Overflow Routing gives you flexibility in setting the rules for how calls are handled.  
The following tables show examples of different ways you can configure Intelligent Overflow  
Routing rules.  
Example 1  
In this example, calls to the call center go to skillset 1, which is the company’s service department.  
If a call is not answered by an agent within two and a half minutes, the call overflows to skillsets 2  
and 3, the sales department skillsets. An agent from any of the three skillsets can answer the call.  
The Call Center Administrator:  
selects the Day service mode  
sets the timer for 2 minutes and 30 seconds  
selects Overflow to Skillset as the action  
selects skillsets 2 and 3  
Mode  
Day  
Conditions Action  
02:30 Overflow: 2,3  
Explanation  
This Intelligent Overflow Routing rule applies only if there  
are one or more agents are logged on.  
If a call is not answered by an agent before 2 minutes and  
30 seconds, the call overflows to skillsets 2 and 3. When a  
call overflows, it also remains queued at the original  
skillset destination.  
Note: If you want calls to overflow to multiple skillsets, specify all the skillsets in the  
same rule. The call bypasses skillsets with busy agents and overflows to the next skillset  
with an available agent.  
Example 2  
In this example, calls to the call center go to skillset 1. The Administrator wants to ensure that  
lower priority calls do not wait in a skillset indefinitely. If a call waits for 2 minutes or more, a  
higher priority is assigned to the call.  
The Call Center Administrator:  
selects the 24 Hour Service mode  
sets the timer for 2 minutes  
selects Change Call Priority only as the action and selects 1 as the new call priority  
Mode  
24 Hour  
Conditions Action  
Explanation  
02:00 Change call priority This Intelligent Overflow Routing rule applies to any call  
to 1  
that has been waiting in skillset 1 for 2 minutes.  
If a call is not answered by an agent when the timer  
elapses, the call priority changes to the highest priority.  
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Example 3  
In this example, calls to the call center go to skillset 1, which is the company help line. If there are  
no agents logged on to the help line, the call moves to skillset 2, which is the company’s service  
department. When a call moves to a new skillset, it does not remain queued at the original skillset  
destination.  
The Call Center Administrator:  
selects the Day service mode  
selects the Agents not logged in check box  
selects Move to Skillset as the action  
selects skillset 2  
Mode  
Day  
Conditions  
Action  
Explanation  
No Agents  
Move to Skillset 2  
Intelligent Overflow Routing checks to see  
whether agents are logged on to skillset 1, but  
does not check the timer.  
If there are no agents logged on to skillset 1, the  
call moves to skillset 2 and gets the new  
greetings for skillset 2. When a call moves to a  
new skillset, it does not remain queued at the  
original skillset destination.  
Example 4  
In this example, calls to the call center go to skillset 1, which is the company help line. If no agents  
are logged on to skillset 1, the call immediately moves to skillset 2. If agents are logged on to  
skillset 1 and the call is not answered within two and a half minutes, the call transfers to the skillset  
mailbox where the caller can leave a message.  
The Call Center Administrator creates two rules. In the first rule the Call Center Administrator:  
selects the 24 Hour service mode  
selects the Agents not logged in check box  
selects Move to Skillset as the action  
selects skillset 2  
In the second rule the Call Center Administrator:  
selects the 24 Hour service mode  
sets the timer to 2 minutes and 30 seconds  
selects the skillset mailbox as the action  
Mode  
Conditions  
Action  
Explanation  
24 Hour  
24 Hour  
No Agents  
02:30  
Move to Skillset 2  
Skillset Mailbox  
The call moves to skillset 2 if no agents are logged  
on. If agents are logged on and the call is not  
answered within 2 minutes and 30 seconds, the call  
transfers to the skillset mailbox.  
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Chapter 9 Intelligent Overflow Routing 119  
Example 5  
In this example, calls to the call center go to skillset 1, which is the company’s help line. If the call  
is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on  
to skillset 1, the call overflows to skillset 2, which is the service department. If the call is not  
answered within an additional two minutes, the call transfers to the skillset mailbox where the  
caller can leave a message.  
The Call Center Administrator creates two rules. In the first rule the Call Center Administrator:  
selects the Day service mode  
sets the timer to 2 minutes and 30 seconds  
selects the Agents not logged in check box  
selects Overflow to skillset as the action  
selects skillset 2  
In the second rule the Call Center Administrator:  
selects the Day service mode  
sets the timer to 4 minutes and 30 seconds  
selects the Agents not logged in check box  
selects the skillset mailbox as the action  
Mode  
Conditions  
Action  
Explanation  
Day  
Day  
02:30 and No Agents  
04:30 and No Agents  
Overflow: 2  
The call overflows to skillset 2 after the call is in  
skillset 1 for 2 minutes and 30 seconds and if there  
are no agents logged on to skillset 1. If the call is  
not answered within an additional 2 minutes the  
call transfers to the skillset mailbox.  
Skillset Mailbox  
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Example 6  
In this example, calls to the call center go to skillset 1, which is the company’s help line. The Night  
Service Mode is set to start at 6:00 pm. After 6:00 pm there are no other skillsets with agents  
logged on. If no agents are logged on to skillset 1 or if the call is not answered by an agent within  
two and a half minutes, the call transfers to the skillset mailbox.  
In this example, the Call Center Administrator inserts two rules. The Call Center Administrator:  
selects the Night service mode for both rules  
sets the timer to 2 minutes and 30 seconds as the condition for the first rule  
selects the Agents not logged in check box as the condition for the second rule  
selects the skillset mailbox as the action for both rules  
Mode  
Conditions  
Action  
Explanation  
Night  
02:30  
Skillset Mailbox  
The call transfers to the skillset mailbox if the call is  
not answered within 2 minutes and 30 seconds.  
Night  
No Agents  
Skillset Mailbox  
The call transfers to the skillset mailbox if there are  
no agents logged on to skillset 1.  
Example 7  
In this example, calls to the call center go to skillset 1, which is the company’s order desk. Skillset  
1 agents are the company’s experienced sales agents. If no agents are logged on to skillset 1 and if  
the call is not answered by an agent within two and a half minutes, the call overflows to skillset 2.  
Skillset 2 agents are the company’s less experienced sales agents.  
The Call Center Administrator:  
selects the Day service mode  
sets the timer to 2 minutes and 30 seconds  
selects the Agents not logged in check box  
selects Overflow as the action  
selects skillset 2  
Mode  
Conditions  
Action  
Explanation  
Day  
02:30 and No Agents  
Overflow: 2  
The call overflows to skillset 2 if the call is not  
answered within 2 minutes and 30 seconds and if  
there are no agents logged on to skillset 1.  
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Chapter 9 Intelligent Overflow Routing 121  
Example 8  
In this example, calls to the call center are answered by skillset 1, the company’s sales skillset. If a  
call is not answered within 10 seconds, it overflows to skillsets 2, 3 and 4. If the call is not  
answered within an additional 20 seconds, the call goes to the skillset 1 mailbox.  
The Call Center Administrator creates two rules.  
In the first rule the Call Center Administrator:  
selects the Day service mode  
sets the timer to 10 seconds  
sets Overflow as the action  
selects skillsets 2, 3 and 4  
In the second rule the Call Center Administrator:  
selects the Day service mode  
sets the timer to 30 seconds  
selects the skillset mailbox as the action  
Mode  
Conditions  
Action  
Explanation  
Day  
Day  
00:10  
00:30  
Overflow: 2, 3, 4  
Skillset Mailbox  
The call overflows to skillsets 2, 3 and 4 if the call is  
not answered within 10 seconds. The call goes to  
the skillset mailbox if it is not answered within an  
additional 20 seconds.  
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Adding Overflow rules  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to change and press OK.  
QUIT  
OK  
Status: xxxxxxx  
CHNG  
The display shows whether the skillset is enabled or disabled.  
You must disable the skillset before you make changes to it. To  
disable the skillset Press CHNG and press NEXT to continue.  
NEXT  
Skill mbox pswd  
RESET  
7
8
9
Press NEXT to continue.  
Press OTHR.  
NEXT  
Skillset Admin  
PARM AGENT OTHR  
Skillset Admin  
ROUTE OVFLW UNCF  
Press OVFLW.  
Overflow rules  
10 Press ADD.  
ADD  
CHNG  
DEL  
<2>: MODE  
DAY NIGHT 24HR  
11 The display shows the Overflow rule number  
Select whether you want the rule to apply to Day, Night or 24 Hour  
mode. Day is the default.  
<2>: Method  
TIME NOAGNT BOTH  
12 Select TIME if you want Overflow Routing to time how long the  
call waits in the skillset before it goes to the destination that you  
specify  
or  
select NOAGNT if you want Overflow to apply if there are no agents  
logged onto the skillset  
or  
select BOTH if you want Overflow to apply if you want TIME and  
NOAGNT to apply.  
<2>: Timeout:  
RETRY  
13 Enter the time that a call waits in the skillset before it goes to the  
OK  
destination that you specify and press OK.  
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Chapter 9 Intelligent Overflow Routing 123  
2: Overflow To  
SSMBX OFLSS OTHR  
14 Press SSMBX if you want calls to overflow to the skillset mailbox  
and in the next step enter the mailbox number  
or  
press OFLSS if you want calls to overflow to another skillset and in  
the next step enter the skillset number  
or  
press OTHER for more destinations: Move to another skillset,  
Transfer or Change call Priority, and in the next step enter the  
information about where you want to overflow calls.  
<Data prompt>  
RETRY  
15 Enter the information about where you want to overflow calls and  
OK  
press OK.  
The appearance of this display depends on what kind of overflow  
you choose.  
Another rule?  
YES  
16 Press YES if you want to change or view another Overflow rule  
NO  
or  
press NO to return to the Overflow display shown in step 11  
or  
press ® to end the session.  
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Changing and viewing Overflow rules  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to change and press OK.  
QUIT  
OK  
Status: xxxxxxx  
CHNG  
The display shows whether the skillset is enabled or disabled.  
You must disable the skillset before you make changes to it. To  
disable the skillset Press CHNG and press NEXT to continue.  
NEXT  
Skill mbox pswd  
RESET  
7
8
9
Press NEXT to continue.  
Press NEXT to continue.  
Press OTHR.  
NEXT  
NEXT  
Skill mbox pswd  
RESET  
Skillset Admin  
PARM AGENT OTHR  
Skillset Admin  
ROUTE OVFLW UNCF  
10 Press OVFLW.  
Overflow rules  
11 Press CHNG.  
ADD  
CHNG  
DEL  
1: mode  
CHANGE  
12 The first Overflow rule, shown here as rule 1, is displayed.  
If you want to change another rule, press NEXT until you see the  
display in step 17.  
NEXT  
Press CHANGE if you want to change the mode of the Overflow rule  
(mode is either Day, Night or 24 Hour)  
or  
press NEXT to continue.  
1: time  
CHANGE  
13 Press CHANGE if you want to change the time of the Overflow rule  
NEXT  
or  
press NEXT to continue.  
If you do not have a time set for this Overflow rule this display  
does not appear.  
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Chapter 9 Intelligent Overflow Routing 125  
1: No agents  
CHANGE  
14 Press CHANGE if you want to change the agent setting of the  
NEXT  
Overflow rule  
or  
press NEXT to continue.  
1: <info>  
CHANGE MORE NEXT  
15 The display shows additional information about the Overflow rule.  
What appears depends on the parameters for the rule.  
Press CHANGE to change the information displayed  
or  
press MORE to view more information about the rule  
or  
press NEXT to continue.  
1: Priority  
CHANGE  
16 Press CHANGE if you want to change the priority of the Overflow  
NEXT  
rule  
or  
press NEXT to continue.  
If you do not have a priority setting configured this display does  
not appear.  
Another rule?  
YES  
17 Press Yes if you want to change or view another Overflow rule  
or  
NO  
press no to return to the Overflow rules display shown in step 11  
or press ® to end the session.  
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Deleting Overflow rules  
Log:  
QUIT  
1
Press ·°‹.  
Enter the Call Center Administrator Mailbox number and  
RETRY  
OK  
password,  
and then press OK.  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to change and press OK.  
QUIT  
OK  
Status: xxxxxxx  
CHNG  
The display shows whether the skillset is enabled or disabled.  
You must disable the skillset before you make changes to it. To  
disable the skillset Press CHNG and press NEXT to continue.  
NEXT  
Skill mbox pswd  
RESET  
7
8
9
Press NEXT to continue.  
Press OTHR.  
NEXT  
Skillset Admin  
PARM AGENT OTHR  
Skillset Admin  
ROUTE OVFLW UNCF  
Press OVFLW.  
Overflow rules  
10 Press DEL.  
ADD  
CHNG  
DEL  
ALL  
Number to erase  
SINGLE  
11 Press SINGLE to erase one rule and go to step 13  
or  
press ALL to erase all the overflow rules for the skillset and go to  
the next step.  
Erase all rules?  
YES  
12 Press YES to erase all the overflow rules for the skillset and go to  
NO  
step 15.  
Erase rule:  
RETRY  
13 Enter the number of the rule you want to delete and press OK.  
OK  
OK  
Erase rule: X  
CHNG  
14 Press OK to confirm the deletion  
or  
press CHNG and enter the number of the rule you want to delete.  
15 Press ® to end the session.  
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127  
Chapter 10  
Routing table administration  
Routing tables determine how the system answers, holds and routes incoming calls to agents in  
your call center. You set up routing tables to handle incoming calls for each skillset. A call in a  
skillset receives the treatment specified by the routing table. The treatment can be a combination of  
greetings, transfers, and being on hold. If an agent becomes available, the call is sent to the  
available agent.  
Each skillset has a Day and a Night Routing Table. Set up the Day Routing Table for your business  
hours. Set up the Night Routing Table for your non-business hours.  
The maximum number of steps you can add to a routing table is 20. You can record the routing  
table steps you create in “Routing Tables” on page 178.  
Note: You can add steps to a routing table only when you set it up. After you set up the  
table, you cannot add or delete steps. You can modify steps.  
Setting up DID routing  
You can route calls based on their Direct Inward Dialing (DID) number. DID is the ability to make  
a telephone call directly to an internal extension, without having to go through the operator.  
To route DID calls, set up a DID target line and assign the target line to a skillset.  
To set up DID routing for CallPilot 100/150  
1
From a Norstar telephone, set up a DID target line.  
For information about setting up a DID target line refer to the Norstar System Coordinator  
Guide.  
2
Configure the target line number to be answered by Call Center.  
For information about configuring lines refer to “Configuring lines” on page 29.  
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128 Chapter 10 Routing table administration  
Fax Detection  
Call Center can detect fax calls and route them to a skillset mailbox. If you want Call Center to  
detect incoming faxes, you must make your first routing table step:  
a Greeting step  
with Forced Play  
without a transfer  
with a greeting that is a minimum of 11 seconds long  
Fax Detection applies only if a fax machine is attempting to transmit a fax at the start of a greeting.  
If a fax transmission starts several seconds after the start of a greeting, it is possible for the fax tone  
not to be detected.  
If you do not set up the routing table to detect a fax call, some fax calls can be routed to agents, and  
some fax calls can be routed to the routing table’s skillset mailbox.  
To enable a routing table to detect fax calls, change the first step.  
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Chapter 10 Routing table administration 129  
About types of Routing Table steps  
You can add these types of steps to routing tables:  
A Greeting step plays a greeting to callers waiting in a skillset. You assign  
greeting parameters to each greeting. After the greeting plays, the call goes  
to the next routing step. If there is no next step, the call ends.  
Greeting  
During a distribute for step, calls wait to be distributed to agents. If no  
agents are available before the distribution time expires, the call goes to the  
next step in the routing table. If there is no next step set up in the routing  
table, the call ends.  
Distribute for  
The minimum distribution time is zero and the maximum distribution time is  
59 minutes and 59 seconds. The default distribution time is 30 seconds.  
A Goto step is the last step in a routing table. A Goto step moves the caller  
to an earlier routing step.  
Goto  
For example, if a Goto step points to step 1, the call goes back to step 1  
and repeats the steps. The steps are repeated until an agent becomes  
available or the caller decides to leave a message in the skillset mailbox.  
The first step in a routing table cannot be a Goto step because there are no  
possible target steps yet.  
A Goto step cannot point to itself. A Goto step can only point to any  
previously created step.  
A transfer step can transfer calls to:  
Transfer  
an extension  
a mailbox  
an external number  
the Automated Attendant  
an operator  
a CCR Tree  
A Disconnect step releases calls from the skillset. If the first step in a  
routing table is a Disconnect, Call Center does not answer the call.  
Disconnect  
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130 Chapter 10 Routing table administration  
Adding a Greeting step  
Greeting steps play a message to waiting callers. You must have a greeting recorded before you  
can use it in a Greeting step. For how to record a Call Center greeting refer to “Recording a Call  
Greeting step parameters  
You can assign these parameters to greeting steps. If the first step in a routing table is a Greeting  
step, it can detect fax calls and route them to the skillset mailbox for the routing table. For more  
information refer to “Fax Detection” on page 128.  
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.  
For more information, refer to “Routing Table administration” on page 164.  
While the greeting plays callers can:  
Intelligent Caller Input  
Routing, Basic (Xfer)  
press to transfer to the Automated Attendant  
press to transfer to the Operator  
press · to leave a message in the skillset mailbox  
press ¤ to transfer to a CCR Tree  
These are the default keypad buttons. You can change the keypad buttons.  
Ensure that the Non-business hours greetings have Intelligent Call Input  
Routing, Basic enabled so that callers can direct how they transfer their  
calls.  
While the greeting plays callers cannot press a dialpad button to transfer  
their call. Call Center ignores buttons pressed on the dialpad. The greeting  
plays without interruption. This is the default setting. At the end of the  
greeting, the caller goes to the next routing step. If there is no next step, the  
call ends.  
No Intelligent Caller Input  
Routing (Norm)  
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Chapter 10 Routing table administration 131  
To add a Greeting step  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
RETRY  
OK  
password, and then press OK.  
Admin  
MBOX  
2
3
4
5
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to add a Greeting step to  
and press OK.  
QUIT  
OK  
NEXT  
NEXT  
Status: xxxxxx  
CHNG  
6
If the skillset is enabled, press CHNG to disable it.  
Press NEXT.  
Skill mbox pswd  
RESET  
7
8
9
Press NEXT to continue.  
Press OTHR.  
Skillset Admin  
PARM AGENT OTHR  
Skillset Admin  
ROUTE OVFLW UNCF  
Press ROUTE.  
Route Table  
10 Press DAY or NIGHT.  
DAY  
NIGHT QUIT  
In this example, Day is shown.  
Day routing  
SETUP  
11 Press SETUP.  
QUIT  
Step 1  
DIST  
12 Press GRTG.  
GRTG OTHR  
Greeting type  
EWT NORMAL  
13 Press NORMAL.  
CC greeting: x  
RETRY  
14 Enter the number of the greeting you want to use and press OK.  
OK  
OK  
CC greeting: x  
15 Press OK.  
RETRY  
PLAY  
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Type: Norm  
16 Assign the parameters for the Greeting step:  
Force  
XFER  
OK  
If you want to use Norm, press OK and go to step 32.  
If you want the Greeting to be forced, press Force, press OK  
and go to step 30.  
If you want the Greeting to be forced and callers to be able to  
transfer after the greeting, press Force, press XFER and go to  
step 17.  
If you want callers to be able to transfer during the Greeting,  
press XFER and go to step 17.  
AA Key: 1  
CHNG DISABL NEXT  
17 The display shows the default key for the Automated Attendant.  
Press CHNG if you want to change the key that callers press to reach  
the Automated Attendant  
or  
press DISABL if you do not want callers to be able to press a key to  
reach the Automated Attendant, press NEXT and go to step 20  
or  
AA Key: disable  
CHNG  
NEXT  
press NEXT to accept the default key and go to step 20.  
AA Key:  
RETRY  
18 Enter the key you want to assign for the Automated Attendant and  
OK  
press OK.  
AA Key: x  
CHNG DISABL NEXT  
19 Press NEXT.  
Oper Key: 0  
CHNG DISABL NEXT  
20 The display shows the default key for the Operator.  
Press CHNG if you want to change the key that callers press to reach  
the Operator  
or  
press DISABL if you do not want callers to be able to press a key to  
reach the Operator, press NEXT and go to step 23  
or  
press NEXT to accept the default key and go to step 23.  
Oper Key:  
RETRY  
21 Enter the key you want to assign for the Operator and press OK.  
OK  
Oper Key: x  
CHNG DISABL NEXT  
22 Press NEXT.  
Mbox Key: 9  
CHNG DISABL NEXT  
23 The display shows the default key for the skillset mailbox.  
Press CHNG if you want to change the key that callers press to reach  
the skillset mailbox  
or  
press DISABL if you do not want callers to be able to press a key to  
reach the skillset mailbox, press NEXT and go to step 26  
or  
press NEXT to accept the default key and go to step 26.  
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Chapter 10 Routing table administration 133  
Mbox Key:  
RETRY  
24 Enter the key you want to assign for the skillset mailbox and press  
OK  
OK.  
Oper Key: x  
CHNG DISABL NEXT  
25 Press NEXT.  
CCR Key: 2 Tr: 1  
26 The display shows the default key for a CCR Tree.  
CHNG  
DISABL OK  
Press CHNG if you want to change the key that callers press to reach  
the CCR Tree  
or  
press DISABL if you do not want callers to be able to press a key to  
reach the skillset mailbox, press NEXT and go to step 30  
or  
press OK to accept the default key and go to step 30.  
Note: You cannot let callers transfer to a CCR Tree unless you  
have created a CCR Tree. Refer to the CallPilot Telephone  
Administration Guide or the CallPilot Manager Set Up and  
Operation Guide.  
CCR Key:  
RETRY  
27 Enter the key you want to assign for the CCR Tree and press OK.  
OK  
CCR Key: x  
CHNG  
28 Press NEXT.  
NEXT  
OK  
CCR tree:  
RETRY  
29 Enter the number of the CCR Tree you want callers to transfer to  
and press OK.  
CCR Key: x Tr: x  
CHNG DISABL  
30 Press OK.  
OK  
Type: Norm Xfer  
Force XFER  
31 Press OK.  
OK  
Another step?  
YES  
32 Press YES to continue to build the table  
QUIT  
or  
press ® to end the session.  
If you want to continue to add steps to the table:  
To add a Distribute for step, start at step 10 of “Adding a Distribute for step” on page 134.  
To add a Goto for step, start at step 10 of “Adding a Goto step” on page 135.  
To add a Transfer step, start at step 10 of “Adding a Transfer step” on page 136.  
To add a Disconnect step, start at step 10 of “Adding a Disconnect step” on page 138.  
Note: You can add steps to a routing table only when you set it up. After you set up the  
table, you cannot add or delete steps. You can only modify the steps that you created. If  
you have set up a routing table and you want to add or remove steps, you must erase the  
table and create it again.  
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134 Chapter 10 Routing table administration  
Adding a Distribute for step  
Distribute for steps put callers on hold while they wait for an agent.  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
password, and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
4
5
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to add a Distribute step to  
and press OK.  
QUIT  
OK  
NEXT  
NEXT  
Status: xxxxxx  
CHNG  
6
If the skillset is enabled, press CHNG to disable it.  
Press NEXT.  
Skill mbox pswd  
RESET  
7
8
9
Press NEXT to continue.  
Press OTHR.  
Skillset Admin  
PARM AGENT OTHR  
Skillset Admin  
ROUTE OVFLW UNCF  
Press ROUTE.  
Route Table  
10 Press DAY or NIGHT.  
DAY  
NIGHT QUIT  
In this example, Day is shown.  
Day routing  
SETUP  
11 Press SETUP.  
QUIT  
Step x  
DIST  
12 Press DIST.  
GRTG OTHR  
Dist time: 00:30  
CHNG OK  
13 The default hold time is 00:30.  
Press CHNG to change the default time  
or  
press OK to accept the default and go to step 16.  
Hold time mmss:  
RETRY  
14 Enter the hold time and press OK.  
OK  
OK  
Hold time: xx:xx  
CHNG  
15 Press OK.  
Another step?  
YES  
16 Press YES to add another step  
or  
QUIT  
press ® to end the session.  
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Chapter 10 Routing table administration 135  
Adding a Goto step  
Goto steps send a caller to a previous step in the routing table. You can add a Goto step only to the  
end of a routing table. There must be additional steps in the route you are setting up.  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
password, and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
4
5
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to add a Goto step to and  
press OK.  
QUIT  
OK  
NEXT  
NEXT  
Status: xxxxxx  
CHNG  
6
If the skillset is enabled, press CHNG to disable it.  
Press NEXT.  
Skill mbox pswd  
RESET  
7
8
9
Press NEXT to continue.  
Press OTHR.  
Skillset Admin  
PARM AGENT OTHR  
Skillset Admin  
ROUTE OVFLW UNCF  
Press ROUTE.  
Route Table  
10 Press DAY or NIGHT.  
DAY  
NIGHT QUIT  
In this example, Day is shown.  
Day routing  
SETUP  
11 Press SETUP.  
12 Press OTHR.  
13 Press GOTO.  
QUIT  
OTHR  
Step x  
DIST GRTG  
Step x  
DISC  
XFER GOTO  
Goto Step: x  
CHNG  
14 Press CHNG until the step is displayed that you want the call to go to  
OK  
and press OK  
or  
press OK to accept the step that is shown.  
Table complete  
15 This display appears.  
After you add a Goto step you cannot add more steps to the table.  
16 Press ® to end the session.  
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136 Chapter 10 Routing table administration  
Adding a Transfer step  
A transfer step can transfer calls to:  
an extension  
a mailbox  
an external number  
the Automated Attendant  
an operator  
a CCR Tree  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
password, and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
4
5
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to add a Greeting step to  
and press OK.  
QUIT  
OK  
NEXT  
NEXT  
Status: xxxxxx  
CHNG  
6
If the skillset is enabled, press CHNG to disable it.  
Press NEXT.  
Skill mbox pswd  
RESET  
7
8
9
Press NEXT to continue.  
Press OTHR.  
Skillset Admin  
PARM AGENT OTHR  
Skillset Admin  
ROUTE OVFLW UNCF  
Press ROUTE.  
Route Table  
10 Press DAY or NIGHT.  
DAY  
NIGHT QUIT  
In this example, Day is shown.  
Day routing  
SETUP  
11 Press SETUP.  
QUIT  
Step x  
DIST  
12 Press OTHR.  
DIST OTHR  
Step x  
DISC XFER  
13 Press XFER.  
GOTO  
Goto appears only if this is not the first step.  
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Chapter 10 Routing table administration 137  
Step x  
EXTN  
14 Add the type of transfer step you want to the Routing Table.  
MBOX OTHR  
To transfer to an extension:  
Press EXTN  
Enter the extension number and press OK  
To transfer to a mailbox:  
Press MBOX  
Enter the mailbox number and press OK  
To transfer to an external number:  
Press OTHR  
Press EXTERN  
Press CHNG to select a line, pool or route as the outdial  
method  
Press NEXT  
Enter the line or line pool number and press OK  
Press OK  
Enter the telephone number you want to transfer the call to  
Press OK  
To transfer to the Automated Attendant:  
Press OTHR  
Press AA  
Press CHNG  
Enter the number of the AA table and press OK  
To transfer to the Operator:  
Press OTHR  
Press OTHR  
Press OPER  
Press OK  
To transfer to a CCR Tree:  
Press OTHR  
Press OTHR  
Press OTHR  
Press CCR  
Enter the number of the CCR Tree and press OK  
Press OK  
Route Table  
DAY NIGHT  
15 Press YES to add another step  
or  
QUIT  
press ® to end the session.  
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138 Chapter 10 Routing table administration  
Adding a Disconnect step  
Disconnect steps release a call from the skillset it is in. If the first step in a routing table is a  
Disconnect step, Call Center does not answer the line.  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
password, and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
4
5
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to add a Disconnect step  
to and press OK.  
QUIT  
OK  
NEXT  
NEXT  
Status: xxxxxx  
CHNG  
6
If the skillset is enabled, press CHNG to disable it.  
Press NEXT.  
Skill mbox pswd  
RESET  
7
8
9
Press NEXT to continue.  
Press OTHR.  
Skillset Admin  
PARM AGENT OTHR  
Skillset Admin  
ROUTE OVFLW UNCF  
Press ROUTE.  
Route Table  
10 Press DAY or NIGHT.  
DAY  
NIGHT QUIT  
In this example, Day is shown.  
Day routing  
SETUP  
11 Press SETUP.  
QUIT  
Step x  
DIST  
12 Press OTHR.  
GRTG OTHR  
XFER  
Step x  
DISC  
13 Press DISC.  
Disconnect  
14 Press OK.  
OK  
Table complete  
15 Press ® to end the session.  
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Chapter 10 Routing table administration 139  
Example of a Day Routing Table  
To set up the routing table steps shown in “Example of Day Routing Table steps”, follow the  
Example of Day Routing Table steps  
Step number Type of step  
Step parameters  
Greeting  
Greeting 1, information greeting  
Forced  
1
Transfer none enabled  
Distribute for  
Greeting  
1:00 (one minute)  
2
3
Greeting 2, general company greeting  
Not forced play  
Intelligent Call Input Routing, Basic with defaults  
Distribute for  
Greeting  
Accept default - distribute for 00:30 (thirty seconds)  
4
5
Greeting 3, please wait greeting  
Not forced play  
Intelligent Call Input Routing, Basic with operator default  
Goto  
Routing Table step 2  
6
To set up the Day Routing Table example  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
password, and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to set up and press OK.  
QUIT  
OK  
Status: xxxxxx  
CHNG  
If the skillset is enabled, press CHNG to disable it.  
Press NEXT.  
NEXT  
Skill mbox pswd  
RESET  
7
8
9
Press NEXT to continue.  
Press OTHR.  
NEXT  
Skillset Admin  
PARM AGENT OTHR  
Skillset Admin  
ROUTE OVFLW UNCF  
Press ROUTE.  
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140 Chapter 10 Routing table administration  
Route Table  
10 Press DAY.  
DAY  
NIGHT QUIT  
Day routing  
SETUP  
11 Press SETUP.  
QUIT  
Greeting type  
12 Press NORMAL.  
EWT  
NORMAL  
Step 1  
DIST  
13 Press GRTG.  
GRTG OTHR  
CC greeting: x  
RETRY  
14 Enter the number of the greeting you want to use and press OK.  
OK  
OK  
CC greeting: x  
15 Press OK.  
RETRY  
PLAY  
Type: Force  
16 Press Force and press OK.  
17 Press OK.  
Norm  
XFER  
OK  
Type: Norm  
Force  
XFER  
OK  
Another step?  
YES  
18 Press YES to continue to build the table.  
19 Press DIST.  
QUIT  
Step 2  
DIST  
GRTG OTHR  
Dist time: 00:30  
CHNG  
20 Press CHNG.  
OK  
OK  
OK  
Dist time mmss:  
RETRY  
21 Enter 0100 and press OK.  
22 Press OK.  
Dist time: 01:00  
CHNG  
Another step?  
YES  
23 Press YES.  
QUIT  
Step 3  
DIST  
24 Press GRTG.  
GRTG OTHR  
Greeting type  
EWT NORMAL  
25 Press NORMAL.  
CC greeting: x  
RETRY  
26 Enter the number of the greeting you want to use and press OK.  
27 Press OK.  
OK  
OK  
OK  
CC greeting: x  
RETRY  
PLAY  
Type: Norm  
28 Press XFER.  
Force  
XFER  
AA Key: 1  
CHNG DISABL NEXT  
29 Press NEXT.  
Oper Key: 0  
CHNG DISABL NEXT  
30 Press NEXT.  
Mbox Key: 9  
CHNG DISABL NEXT  
31 Press NEXT.  
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Chapter 10 Routing table administration 141  
CCR Key: 2 Tr: 1  
CHNG DISABL  
32 Press OK.  
OK  
OK  
Type: Norm Xfer  
33 Press OK.  
Force  
XFER  
Another step?  
YES  
34 Press YES.  
35 Press DIST.  
36 Press OK.  
QUIT  
Step 4  
DIST  
GRTG OTHR  
Dist time: 00:30  
CHNG  
OK  
Another step?  
YES  
37 Press YES.  
38 Press GRTG.  
39 Press NORMAL.  
40 Press 3 and press OK.  
41 Press OK.  
QUIT  
OTHR  
Step 5  
DIST GRTG  
Greeting type  
EWT  
NORMAL  
CC greeting:  
RETRY  
OK  
OK  
OK  
CC greeting: 3  
RETRY  
PLAY  
Type: Norm  
Force XFER  
42 Press XFER.  
43 Press DISABL.  
44 Press NEXT.  
45 Press NEXT.  
46 Press DISABL.  
47 Press NEXT.  
48 Press DISABL.  
49 Press OK.  
AA Key: 1  
CHNG DISABL NEXT  
AA Key: disable  
CHNG  
NEXT  
Oper Key: 0  
CHNG DISABL NEXT  
Mbox Key: 9  
CHNG DISABL NEXT  
MBox Key: disable  
CHNG  
NEXT  
OK  
CCR Key: 2 Tr: 1  
CHNG DISABL  
CCR Key: disable  
CHNG  
OK  
OK  
Type: Norm Xfer  
Force XFER  
50 Press OK.  
Another step?  
51 Press YES.  
52 Press OTHR.  
53 Press GOTO.  
YES  
QUIT  
GRTG OTHR  
XFER GOTO  
Step 6  
DIST  
Step 6  
DISC  
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142 Chapter 10 Routing table administration  
Goto Step: 1  
CHNG  
54 Press CHNG.  
OK  
OK  
Goto Step: 2  
CHNG  
55 Press OK.  
Table complete  
56 Press ® to end the session.  
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Chapter 10 Routing table administration 143  
Example of a Night Routing Table  
To set up the routing table steps shown in “Example of Night Routing Table steps”, follow the  
Example of Night Routing Table steps  
Step number Type of step  
Step parameters  
Greeting  
Greeting 6, non-business hours greeting  
Not forced play  
1
Intelligent Call Input Routing, Basic  
Disconnect  
There are no parameters for the Disconnect option.  
2
To set up the Night Routing Table example  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
password, and then press OK.  
RETRY  
OK  
Admin  
MBOX  
2
3
4
5
6
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to set up and press OK.  
QUIT  
OK  
Status: xxxxxx  
CHNG  
If the skillset is enabled, press CHNG to disable it.  
Press NEXT.  
NEXT  
Skill mbox pswd  
7
8
9
Press NEXT to continue.  
Press NEXT to continue.  
Press OTHR.  
RESET  
NEXT  
Skill mbox pswd  
RESET  
NEXT  
Skillset Admin  
PARM AGENT OTHR  
Skillset Admin  
ROUTE OVFLW UNCF  
10 Press ROUTE.  
11 Press NIGHT.  
12 Press SETUP.  
Route Table  
DAY  
NIGHT QUIT  
Night routing  
SETUP  
QUIT  
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144 Chapter 10 Routing table administration  
Greeting type  
13 Press NORMAL.  
14 Press GRTG.  
15 Press 6 and press OK.  
16 Press OK.  
EWT  
NORMAL  
Step 1  
DIST  
GRTG OTHR  
CC greeting: x  
RETRY  
OK  
OK  
OK  
CC greeting: x  
RETRY  
PLAY  
Type: Norm  
Force XFER  
17 Press XFER.  
18 Press NEXT.  
19 Press NEXT.  
20 Press NEXT.  
21 Press OK.  
AA Key: 1  
CHNG DISABL NEXT  
Oper Key: 0  
CHNG DISABL NEXT  
Mbox Key: 9  
CHNG DISABL NEXT  
CCR Key: 2 Tr: 1  
CHNG DISABL  
OK  
OK  
Type: Norm Xfer  
22 Press OK.  
Force  
XFER  
Another step?  
YES  
23 Press YES.  
QUIT  
Step 2  
DIST  
24 Press OTHR.  
25 Press DISC.  
26 Press OK.  
GRTG OTHR  
XFER GOTO  
Step 2  
DISC  
Disconnect  
OK  
Route Table  
27 Press ® to end the session  
DAY  
NIGHT QUIT  
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Chapter 10 Routing table administration 145  
Changing a routing table  
Note: You can add steps to a routing table only when you set it up. After you set up the  
table, you cannot add or delete steps. You can modify steps.  
You must disable a skillset before you can change its routing table. For how to disable a skillset,  
To  
Follow the procedure  
Review steps  
Modify steps  
Erasing a routing table  
Reviewing Routing Table steps  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
RETRY  
OK  
password, and then press OK.  
Admin  
MBOX  
2
3
4
5
6
7
8
9
Press OTHR.  
AA  
OTHR  
CC  
Admin  
GLIST  
Press CC.  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to review and press OK.  
QUIT  
OK  
NEXT  
NEXT  
Status: xxxxxx  
CHNG  
Press NEXT.  
Skill mbox pswd  
RESET  
Press NEXT to continue.  
Press OTHR.  
Skillset Admin  
PARM AGENT OTHR  
Skillset Admin  
ROUTE OVFLW UNCF  
Press ROUTE.  
Route Table  
10 Press DAY or NIGHT.  
DAY  
NIGHT QUIT  
In this example, Day is shown.  
Day routing  
11 Press VIEW.  
VIEW  
ERASE  
INS  
NEXT  
QUIT  
1: xxxxx  
CHNG  
12 Press NEXT to view each remaining step.  
13 This display appears when you reach the last step.  
14 Press ® to end the session.  
End table  
ADD  
Route Table  
DAY  
NIGHT QUIT  
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146 Chapter 10 Routing table administration  
Modifying Routing Table steps  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
RETRY  
OK  
password, and then press OK.  
Admin  
MBOX  
2
3
4
5
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to modify a step for and  
press OK.  
QUIT  
OK  
NEXT  
NEXT  
Status: xxxxxx  
CHNG  
6
If the skillset is enabled, press CHNG to disable it.  
Press NEXT.  
Skill mbox pswd  
RESET  
7
8
9
Press NEXT to continue.  
Press OTHR.  
Skillset Admin  
PARM AGENT OTHR  
Skillset Admin  
ROUTE OVFLW UNCF  
Press ROUTE.  
Route Table  
10 Press DAY or NIGHT.  
DAY  
NIGHT QUIT  
In this example, Day is shown.  
Day routing:  
11 Press VIEW.  
VIEW  
ERASE  
INS  
1: xxxx  
CHNG  
12 The display shows the first step in the routing table.  
NEXT  
Press CHNG if this is the step you want to change  
or  
press NEXT until you find the step you want to change and then  
press CHNG.  
xxxxxxx:  
RETRY  
13 Change the parameters for the step and press OK.  
OK  
xxxxxxx:  
CHNG  
14 The display shows the new parameters for the step.  
Press NEXT to view or change the next step  
or  
NEXT  
press ® to end the session.  
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Chapter 10 Routing table administration 147  
Erasing a Routing Table  
Log:  
QUIT  
1
Press ·°.  
Enter the Call Center Administrator mailbox number and  
RETRY  
OK  
password, and then press OK.  
Admin  
MBOX  
2
3
4
5
Press OTHR.  
Press CC.  
AA  
OTHR  
CC  
Admin  
GLIST  
CCR  
CC Admin  
AGENT SKILL OTHR  
Press SKILL.  
Skillset:  
RETRY  
Enter the number of the skillset you want to delete a routing table  
from and press OK.  
QUIT  
OK  
NEXT  
NEXT  
Status: xxxxxx  
CHNG  
6
If the skillset is enabled, press CHNG to disable it.  
Press NEXT.  
Skill mbox pswd  
RESET  
7
8
9
Press NEXT to continue.  
Press OTHR.  
Skillset Admin  
PARM AGENT OTHR  
Skillset Admin  
ROUTE OVFLW UNCF  
Press ROUTE.  
Route Table  
10 Press DAY or NIGHT.  
DAY  
NIGHT QUIT  
In this example, Day is shown.  
Day routing  
11 Press ERASE.  
VIEW  
ERASE INS  
Erase table?  
YES  
12 Press YES.  
QUIT  
Table erased  
13 This display appears briefly.  
Day routing  
SETUP  
14 Press SETUP if you want to create a new routing table  
QUIT  
or  
press ® to end the session.  
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148 Chapter 10 Routing table administration  
Setting the Service Modes for skillsets  
You must set the Service Mode the skillset uses so that calls are answered correctly. You must set  
the Service Mode using ·°¤ before calls are answered correctly.  
Before you set the Service Mode you must:  
configure a skillset  
set up at least a Day Routing Table for the skillset  
The default Call Center Service Mode is 24 hour operation. You can change the hours of operation  
using the Operator Feature Code (≤·°¤). There are six possible Service Modes:  
The skillset uses the Automatic Service Mode. You must configure both the Day and Night  
Routing Tables before you can assign the Automatic Service Mode to the skillset.  
Auto  
Day  
The skillset uses the Manual Service mode and the Day Routing Table.  
You must configure the Day Routing Table before you can assign the Manual Service Mode  
and the Day Routing Table.  
The skillset uses the Manual Service mode and the Night Routing Table.  
You must configure the Night Routing Table before you can assign the Manual Service Mode  
and the Night Routing Table.  
Night  
The skillset uses the Day Routing Table only.  
You must configure the Day Routing Table for 24 hour operation to use this Service Mode.  
24 Hour  
Uninit  
The skillset is not configured.  
You must configure the skillset before you can assign the Service Mode.  
You have only partially configured the skillset. You cannot enable this skillset.  
Invalid  
Note: If you originally configure the skillset with a Day Routing Table only and  
enable the skillset, Call Center will recognize the Service Mode as Day. Afterwards,  
if you add a Night Routing Table, Call Center still recognizes the Service Mode as  
Day. You must set the Service Mode to Auto to get Call Center to function in the  
Auto Service Mode.  
To set the Service Mode for a skillset  
Pswd:  
RETRY  
1
Press ·°¤.  
Enter the default Operator password fl‡‹‡¤°fl‡,  
OK  
(Operator) and press OK  
or  
if you changed the default Operator password, enter the new  
password and press OK.  
Choose option  
OPER  
2
3
Press MODE.  
MODE  
CC Service  
This display appears briefly.  
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Chapter 10 Routing table administration 149  
Mode 1: Auto  
CHNG VIEW  
4
5
The display shows the Service Mode for skillset 1.  
In this example, skillset 1 is in Auto mode.  
Press CHNG if you want to change the Service Mode to Day or Night  
or  
press VIEW if you want to view the details for the Service Mode  
or  
press NEXT if you have a Day Routing Table for skillset 2.  
NEXT  
Mode 2: Day  
CHNG  
The display shows the Service Mode for skillset 2.  
In this example, skillset 2 is in Day mode.  
NEXT  
Press CHNG if you want to change the Service Mode to Auto or  
Night  
or  
press VIEW if you want to view the details for the Service Mode  
or  
press NEXT.  
6
Press ® to end the session.  
Note: Remember to manually choose the Day Routing Table or the Automatic Service  
Mode when your business returns to regular hours.  
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Chapter 11  
Monitoring call activity  
There are two ways that you and supervisors can monitor call activity at your call center:  
You can monitor calls by using memory buttons that you program with the Feature Codes for  
monitoring:  
Display calls waiting in skillsets ≤·‚·  
Monitor agent calls ≤·‚fi.  
NOTE: To use ≤·‚fi, we recommend you program it to a memory button and press  
the ≤·‚fi memory button to monitor agent calls.  
For more information on monitoring agents, refer to the Call Center Supervisor Guide.  
Monitoring agent calls with Silent Monitor  
When you monitor calls as a Silent Monitor, you are not detected by the agent or callers. You  
monitor all of the calls on an agent's telephone, rather than on a call-by-call basis. When the  
current call is completed, the monitoring session of the agent continues. You do not have to  
reestablish the monitoring session. You must be logged on before you can monitor calls.  
Note: While you monitor an agent’s calls you monitor all of their calls, including their  
personal calls. Tell agents that if they make a call that they do not want monitored, they  
must first log off as an agent, then log on again when they complete the call.  
We recommend you program a memory button with ·‚, and then press the  
·‚memory button to monitor calls. If the memory button you choose has an indicator,  
the indicator shows your log on status. You do not have Call Center calls sent to you while you use  
·‚.  
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152 Chapter 11 Monitoring call activity  
Setting up Silent Monitor on your system  
For monitoring to be silent, you must set up Silent Monitor on your system. If you do are not  
familiar with these procedures, ask your system administrator to set up Silent Monitor.  
Note: If the Silent Monitor setting is set to non-silent there is a conference tone at the  
start of calls that you monitor, therefore monitoring isn't silent.  
Note: In the UK the default for Silent Monitor is non-silent. In North America the default  
is silent.  
To set up Silent Monitor  
For monitoring to be silent, you must set up Silent Monitor on your CallPilot system through  
telephone administration. If you do not have access to telephone administration, ask your system  
administrator to set up Silent Monitor.  
1
Under Featr settings press .  
The display shows Backgrnd Music: N.  
2
3
4
Press until the display shows Silent Monitor:Y.  
Press CHANGE to select Y or N.  
Press ® to exit, or to continue programming.  
Refer to the MICS ICS 7.0 System Coordinator Guide for information about using the Silent  
Monitor on CallPilot 100/150. If you use a CallPilot system, Silent Monitor is available only if you  
use a MICS 7.0 KSU system or later.  
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Chapter 11 Monitoring call activity 153  
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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154 Chapter 11 Monitoring call activity  
Monitoring skillsets  
Use ·‚· (Display Waiting Calls) to view information about skillsets and the calls  
waiting in skillsets. The table below describes the information in each display.  
Display  
Description  
Skill 1: Enabled  
the skillset number and the status of the skillset.  
The status can be Enabled, Disabled or Uninit (uninitialized).  
1: 6 agents  
1: 10 calls  
1: wait 9:45  
the skillset number and how many agents are currently logged on to the skillset  
the skillset number and the number of calls waiting in the skillset  
the skillset number and the longest time a call has been waiting in the skillset.  
Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can ask  
qualified agents to log on to the busy skillset.  
To monitor skillsets  
1
Press ·‚·.  
The skillset display for skillset 1 appears.  
On a one line display On a two line display telephone  
To  
telephone press  
press  
or GOTO  
enter the number of the skillset you want to  
monitor  
¤
or fl  
¤ or SKILL  
or or NEXT  
or PREV  
£
go to the next skillset  
monitor the next enabled skillset  
go to the previous menu  
go to the next menu  
cancel the session  
exit  
£
®
®
Note: If at any time during a monitoring session you press a programmed memory key  
your monitoring session ends. Do not press a memory key unless you want to end your  
monitoring session.  
Note: If you have the Call Center Reporting option enabled, you can monitor and record  
call activity from a computer that is running Call Center Reporting. You need a software  
authorization code to use Call Center Reporting. Contact your vendor if you are  
interested in purchasing or trialing Call Center Reporting.  
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Chapter 11 Monitoring call activity 155  
An example of monitoring skillsets  
In the example shown here, there are calls waiting in skillset 1. In this situation, after you monitor  
the skillsets, you can ask any qualified and available agents from another skillset to log on to  
skillset 1 until the calls in skillset 1 are handled.  
1
2
Press ·‚·.  
Skill 1: Enabled  
GOTO SKILL NEXT  
Press NEXT to monitor skillset 1.  
In this example, skillset 1 is enabled and appears on the display  
first. If skillset 1 is not enabled, press NEXT to go to skillset 2.  
To monitor the next skillset, press SKILL at any time.  
To monitor another skillset, press GOTO and enter the skillset  
number.  
1: 7 agents  
GOTO SKILL NEXT  
3
4
The display shows the number of agents logged on to skillset 1.  
Press NEXT.  
1: 2 calls  
GOTO SKILL NEXT  
The display shows the calls that are currently waiting to be  
answered by agents in skillset 1.  
Press NEXT.  
1: wait 4:00  
GOTO SKILL NEXT  
5
6
The display shows that the call waiting the longest in skillset 1  
has been waiting for four minutes.  
Press ® to end the session  
or  
press GOTO to monitor another skillset and enter the skillset  
number  
or  
press NEXT to monitor skillset 2.  
To monitor calls using a one or two line telephone  
You can monitor calls using a one line telephone. While you are using ·‚·, on a one  
line or a two line telephone you can:  
press for GOTO to enter the number of the skillset you want to monitor  
press ¤ for NEXT  
press or for SKILL to monitor the next enabled skillset  
press for PREV to go to previous menu  
press £ to go to the next menu  
press to cancel the session  
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156 Chapter 11 Monitoring call activity  
Using a memory button to monitor calls waiting in skillsets  
Program a memory button with ·‚· to view the status of all skillsets, including the  
skillsets that you are logged on to. If the memory button you choose has an indicator, the indicator  
shows information for the calls for the skillset that you are logged on to. For how to program an  
If the indicator is off, all of the calls are within the acceptable wait time.  
If the indicator is flashing slowly, at least one call has exceeded the first alert time.  
If the indicator is flashing quickly, at least one call in the skillset has exceeded the second alert  
time.  
For information on setting what the wait times are refer to “Setting Call Center general properties”  
For information on Primary and Secondary alert times, refer to “Primary and Secondary alert  
Taking some Not Ready time  
If you use ·‚° (Not Ready), you do not receive Call Center calls. You can program a  
Break Time, which makes Call Center automatically wait a short time before it routes the next call  
to you. You use Break Time to complete any tasks, such as paperwork, required by the last call. If  
you need some extra time, use Not Ready to prevent Call Center from routing another call to you.  
Do not use the Do Not Disturb feature. You can use Not Ready while a call is ringing on your  
telephone. The call that is ringing on your telephone goes back to the skillset. You can program a  
memory button with an indicator instead of pressing ·‚°.  
For how to program a memory button, refer to “Programming a memory button with a Feature  
Code” on page 19. For more information about Break Time refer to “Break Time” on page 41.  
Note: While you use Not Ready, you still receive non-Call Center, intercom and  
transferred calls.  
Using Not Ready  
1
Press ·‚°. Make Not Ready appears on the display.  
If you press ·‚° and Break canceled appears on the display, you canceled the  
Break Time that the Call Center Administrator programmed for you. You must press  
·‚° again to activate the Not Ready feature.  
If you press ·‚° and Agent active appears, the Not Ready feature was on and you  
canceled it. Press ·‚° again to activate Not Ready.  
2
When you are ready to take calls again, cancel the Not Ready feature by pressing  
·‚°.  
If Not ready appears, press ·‚° again.  
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Chapter 11 Monitoring call activity 157  
Not Ready is automatically enabled if you do not answer your telephone, and if this option is  
configured in Call Center.  
Programming Not Ready to a memory button  
You can have convenient, one button access to Not Ready if you program a memory button with  
the Not Ready Feature Code. If the memory button you choose has an indicator, the indicator  
shows your busy status:  
If the indicator is off, Not Ready is off.  
If the indicator is on, Not Ready is on.  
If the indicator is flashing, the Break Time feature is on.  
For how to program a memory button, refer to “Programming a memory button with a Feature  
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158 Chapter 11 Monitoring call activity  
Logging off  
Log off when you complete your shift or will be away from your telephone for an extended period.  
1
2
3
4
5
Press ·‚›.  
Enter your Agent ID and press OK or £.  
Enter your password and press OK or £.  
Press OUT. If OUT does not appear, you are not logged on to any skillsets.  
Press CHNG until the skillset you want to log off from appears on the display. If you are logged  
on to only one skillset, that skillset is automatically selected.  
6
7
8
Press OK.  
You are logged off from the skillset number displayed, or from all skillsets if ALL is displayed.  
Press ®.  
Changing your password  
Keep your password confidential. Change your password regularly, about every 30 days.  
1
2
3
Press ·‚›.  
Enter your Agent or Supervisor ID number and press OK.  
Enter your password and press OK.  
The default password you enter to log on for the first time, or if your password is reset, is  
0000. If you use the default password you must change your password.  
4
5
6
7
Press ADMIN.  
Enter a new password from four to eight digits long and press OK.  
Enter your new password again and press OK.  
Press ®.  
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Chapter 11 Monitoring call activity 159  
Supervisor Help  
With Supervisor Help an agent on a call can request help from a supervisor by pressing a  
programmed feature button. The agent can send an urgent request for help without interrupting the  
call, and without the caller being aware of the agent’s help request.  
Supervisor Help is for situations where an agent is on a call and urgently requires the help of a  
supervisor without alerting the caller that a supervisor is being called in. It is not intended for  
routine consultations or when the agent is not on a Call Center call.  
A supervisor who receives a help request can accept, deny, or ignore it. A request that is denied or  
ignored is escalated, and a larger group of supervisors is notified of the request. A supervisor can  
choose to escalate a request so that it is broadcast to other supervisors who may be better able to  
handle the request. If a supervisor receives a request while they are not at their set, their  
≤·‚fl indicator flashes slowly to inform them of the missed request.  
If a help request is escalated to a supervisor, their ·‚fl indicator flashes quickly to  
inform them of the request. If the call for an escalated help request is still active, the supervisor can  
accept the request by pressing the ·‚flfeature key. They do not have to be monitoring  
agents at the time, but can be answering Call Center calls.  
Note: Supervisors who use Make Busy ·‚° are still available for help  
requests.  
When a supervisor accepts an agent’s request for help, a Silent Monitor session starts and the  
supervisor begins monitoring the agent’s call. The agent who requested help is informed when the  
monitoring session begins. If the supervisor is already monitoring the call of the agent who  
requests help, the supervisor is considered to have accepted the request for help.  
How Supervisor Help works  
To use Supervisor Help supervisors must have a memory button programmed with the Supervisor  
Help feature code ·‚fl. The programmed key must have an LCD indicator. The memory  
button can have a distinct bright color so it can easily be distinguished from the other buttons. For  
how to program a memory button refer to “Programming a memory button with a Feature Code”  
When a supervisor is selected to answer an agent’s help request, the supervisor’s telephone rings  
once with a distinctive tone, and the Supervisor Help LCD indicator lights up and a message  
appears on the supervisor’s display to accept or deny the call.  
As soon as the supervisor accepts the request, Call Center starts a Silent Monitor session between  
the supervisor and the agent.  
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160 Chapter 11 Monitoring call activity  
If the supervisor denies or ignores a help request, the request is escalated. The ≤·‚fl  
indicator flashes quickly on the sets of all supervisors who are notified of the escalated request.  
Active escalated requests take precedence over missed requests, so the Supervisor Help LCD  
indicator does not flash slowly if there are active requests that have not been accepted.  
An escalated request goes to supervisors as follows:  
No supervisors are available  
the request escalates to all potential supervisors. If escalation is system  
wide, a potential supervisor is any logged on supervisor. If escalation is  
skillset based, a potential supervisor is one who is logged onto the  
requesting agent’s skillsets.  
The request is denied by the  
selected supervisor  
the request escalates to all potential supervisors except for the selected  
supervisor, unless the selected supervisor is the only potential  
supervisor.  
The request is ignored  
the request escalates to all potential supervisors.  
Agents can request Supervisor Help only if they are on an active Call Center call. They cannot use  
Supervisor Help if they are not logged in, not ready, idle, have a call on hold, or are on a non-Call  
Center call. An agent can cancel Supervisor Help at any time before a supervisor answers the  
request.  
When an agent requests Supervisor Help, Call Center looks for a single suitable supervisor to  
handle the request. If no supervisor is available, or the selected supervisor denies or ignores the  
request, the request is escalated. You set up supervisor selection to be either system wide or  
skillset based. System wide selection looks for all the available supervisors. Skillset based  
selection looks for only the supervisors who are assigned to the skillsets the agent is logged on to.  
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Configuring Supervisor Help  
To set up Supervisor Help you must configure the general Call Center properties for request  
timeout and supervisor selection method.  
For information about  
Refer to  
Supervisor Help settings  
How to handle Supervisor help requests  
Supervisors can program the Supervise feature (F906) onto a memory button of their telephone.  
1
2
Launch Supervisor Help by pressing ≤·‚fl or the F906  
memory button on your telephone.  
Help xx?  
INFO  
The display shows the ID of the agent who is requesting help.  
Press YES to accept the agent request for help  
YES  
NO  
or  
press NO to escalate the request  
or  
press INFO to view the agent name, time and date of the request,  
caller ID and caller name of the agent’s call.  
Help xx:  
INFO CANCL JOIN  
3
4
The display shows the ID of the agent you are helping.  
While you monitor the agent, you can press the INFO key to view  
the time and date of the request, caller ID and caller name of the  
agent’s call.  
You can press the JOIN softkey or the MUTE button on your  
telephone to join in the call.  
NOTE: Depending on what system you use, the Join and Mute  
softkeys may not appear.  
When the help session is complete, press ® to end the session.  
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How to handle missed requests  
When a supervisor’s Supervisor Help LCD indicator is flashing, the supervisor can retrieve  
escalated or missed Supervisor Help requests.  
If there are one or more requests, Call Center shows all of the requests. Escalated requests for calls  
that are still active are shown first, from the oldest to most recent. After that, missed requests are  
shown from the oldest to the most recent.  
A supervisor can accept the call by pressing the YES softkey. After the supervisor accepts the  
request, the request no longer appears to other supervisors who are retrieving help requests. Their  
displays show the next escalated request, or the first missed request if there are no more escalated  
requests, or “No help requests” if there are no more missed requests.  
For a missed request, the prompt “xx:aname asked” appears, and the supervisor can retrieve  
information about the call by pressing the INFO softkey, or can move to the next request by  
pressing the NEXT softkey.  
An example of retrieving an escalated request  
The supervisor launches the Supervisor Help feature by pressing the Supervisor Help (F906)  
feature key.  
1
2
Launch the Supervisor Help feature by pressing ≤·‚flor  
the F906 memory button on your telephone.  
Help xx?  
INFO  
The display shows the ID and name of the agent requesting help.  
Press YES to accept the help request  
or  
YES  
NO  
press INFO to see more information about the request  
or  
press NO to deny the request. This escalates the request, and the  
display shows the next help request, if there is one.  
3
When the help session is complete, press ® to end the session.  
For a missed request, the prompt “aa asked help” appears”.  
After a missed request is viewed by a supervisor, it is not shown to any other supervisor.  
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163  
Chapter 12  
Tips for operating Call Center  
This chapter has tips on improving the operation of Call Center.  
Agent administration  
Agents can log on to any telephone on the system.  
Call Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an  
abandoned agent set. If an agent does not answer a call within a specified number of rings, the  
call returns to the skillset to be presented to another agent, and the telephone is placed into  
Auto Busy Mode by Call Center. The agent must manually cancel Auto Busy Mode to resume  
accepting calls.  
Skillset administration  
If a call comes in on a line that belongs to a skillset with no available agents, the call is not  
answered until either the Delay Answer Time elapses or an agent becomes available for the  
call.  
During the Delay Answer period when the caller hears ringback, the line the call comes in on  
still rings on the sets configured to answer this line.  
If your call center has long Delay Answer Times (longer than about 10 seconds), in your  
greeting specify to callers that their call is being tracked by Call Center. Otherwise, it is  
possible for callers not to understand the long ringback delay and hang up.  
Call Center greetings  
Record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20  
seconds, waiting callers must wait longer before they hear a greeting. The longest recorded  
greeting for a skillset affects the frequency with which callers hear greetings. If your greeting  
length times vary a lot, there is a very large variance in how often callers hear greetings.  
Therefore it is best to keep greetings similar lengths if possible, about 20 seconds each.  
Ensure that when you record a greeting that transfers callers to a skillset mailbox you include  
in the greeting: “To leave a message in the mailbox press ·” (or the keypad button you  
designate for the skillset mailbox).  
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Routing Table administration  
Use Forced Play greetings sparingly. If you use Forced greetings, keep them as short as  
possible. Many long Forced Play greetings slows transferring calls to agents and causes  
unpredictable increases in distribution times. Calls in other skillsets are not affected.  
When a Forced Play greeting plays for the highest priority call in a skillset, the other lower  
priority calls in the skillset have to wait even if agents become available during this time. For  
example, the longest waiting call, which is the highest priority call, gets routed to a Forced  
Play greeting. Agents become available during the time that the highest priority call is played a  
Forced Play greeting. The result is that no calls in this skillset are routed to an agent until the  
Forced Play greeting is finished playing to the highest priority call. This guarantees that the  
highest priority call is answered before lower priority calls in the skillset.  
Ensure that an Intelligent Caller Input Routing, Basic transfers calls to a skillset mailbox if you  
want callers to be able to press · to leave a message in a skillset mailbox. Remember to  
mention in the greeting to press · to leave a message in a mailbox.  
Program Intelligent Caller Input Routing, Basic to transfer calls to a skillset mailbox for  
Non-business hours greetings so that you do not miss any messages.  
If a Goto step follows a greeting, make a Distribution step the target for the Goto step. If you  
make the Goto target step after a Greeting step another Greeting step, callers hear two  
greetings in a row.  
Call Center general parameters  
Do not assign all the available voice channels as reserved channels. Otherwise, there will be no  
channels available for voicemail.  
A reserved or voice channel is used when:  
— a Call Center greeting is played to a caller  
— Off-premise Message Notification notifies you of a message in a skillset mailbox  
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Chapter 12 Tips for operating Call Center 165  
How to calculate the longest time a caller can be on hold  
The formula used to calculate the longest wait time a caller can be on hold without hearing a  
greeting is:  
maximum calls  
Wait Time = ------------------------------------ 1 x maximum greeting length  
voice channels  
where:  
wait time is the longest time in seconds that a caller can be on hold without hearing a greeting  
maximum calls is the maximum number of calls that Call Center can normally handle  
— In a call center where external calls are not transferred or forwarded to Call Center, the  
maximum number of calls is the same as the number of lines programmed to be answered  
by Call Center  
— In a call center where external calls are frequently transferred or forwarded to Call Center,  
the maximum number of calls is the total number of lines on the system.  
For information on how calls transfer to a skillset, refer to “How incoming calls are sent to  
voice channels is the estimated number of voice channels available to Call Center  
— The minimum number of voice channels available is equal to the number of reserved  
channels you set up in General call center parameters. Additional channels that are not  
used by CallPilot can also be used. For example, even though you assign two reserved  
channels when you set up the General Call Center parameters, Call Center can use  
additional voice channels if and when they are available.  
maximum greeting length is the duration of the longest greeting of a skillset in seconds  
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166 Chapter 12 Tips for operating Call Center  
Tips to improve the efficiency of Call Center  
Plan for busy times:  
when you assign agents to the skillsets, assign as many qualified agents as possible to answer  
calls for the skillsets  
have more agents log on to a skillset when it gets busy  
Plan for slow times:  
for example, if agents are logged on to skillset 1 only, ensure that incoming calls to skillset 2  
overflow to skillset 1. When you set up skillset parameters for skillset 2, assign a time to the  
Overflow parameter. Then callers can still speak to an agent.  
When no agents are logged on to any skillset, ensure that the Call Center greetings you use for  
the Routing Table have Transfers set up. If a Call Center greeting transfers to a skillset  
mailbox, callers can press · to leave a message in the skillset mailbox. Ensure that the  
greeting includes that callers can press · to leave a message in a mailbox. · is the default  
keypad button callers can press to transfer to the skillset mailbox. You can select a different  
number.  
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167  
Chapter 13  
Troubleshooting Call Center  
This chapter contains troubleshooting information for problems that can occur while setting up and  
operating Call Center.  
Resetting passwords  
You can reset passwords if they are lost or forgotten.  
To reset  
refer to  
the Operator password  
the Call Center Administrator password  
a skillset mailbox password  
an agent password  
Resetting the Operator password  
You can reset the Operator (≤·°¤) password if it is lost or forgotten.  
≤·°¤ is used by the receptionist, Operator and Call Center Administrator.  
If you reset the Operator password it is reset to fl‡‹‡¤°fl‡ (Operator).  
To reset the Operator password  
1
Press ·°fi.  
Set xxx  
2
Press .  
NEXT  
OK  
In this example, xxx represents the CDN for skillset 1.  
Pswd  
RETRY  
3
Enter ‡‹‡‹°fl‡‹‡‡‡·‹  
(Resetoperpswd) and press OK.  
Reset pswd?  
YES  
4
5
Press YES.  
NO  
Exit  
The session ends.  
The Operator password is now reset to fl‡‹‡¤°fl‡  
(Operator.)  
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168 Chapter 13 Troubleshooting Call Center  
Agent problems  
Agent log on problems  
If an agent cannot log on at their telephone:  
ensure the agent ID and password match  
check to see if the agent is already logged on to a different telephone  
check to see if a different agent is logged on to this telephone  
Important considerations about how agents use features  
Call Transfer  
Agents can use Transfer to transfer a call to another agent, another person such as a subject matter  
expert, or send the call back to a skillset.  
If the agent wants to send the call to a specific agent or another person, the agent can enter the  
Transfer Feature Code (≤‡‚) and enter the extension number.  
If the agent wants to send the call to a skillset, the agent can enter the Transfer Feature Code  
(≤‡‚) and enter the CDN of a skillset to send the call to a skillset.  
If you are monitoring an agent and they transfer a call, you do not continue to hear the call.  
Agents who want to transfer a call to a mailbox should use ≤·°fl.  
Multimedia Call Center agents do not receive Call Center voice calls, but other Call Center agents  
can transfer voice calls to Multimedia Call Center agents.  
Call Forward  
Advise agents not to use Call Forward. An agent who uses Call Forward is automatically logged  
out or made auto busy, depending on their agent settings, after the number of rings for transfer  
callback elapses. Agents can use Call Forward to the voicemail DN.  
Answer DN  
If you are doing silent or muted monitoring, the only way agents should use Answer DN is if they  
program their portable set to be the Answer DN for their main telephone. This is because you will  
not be able to monitor calls that agents answer on their Answer DN. You can only monitor calls  
that agents answer from the set they are logged on to. For more information about using Answer  
DNs with Call Center, refer to the Norstar System Coordinator Guide.  
If an agent uses their Answer DN telephone to answer a call that is transferred to them, Call Center  
does not recognize the agent as being busy, and still sends calls to the agent’s main set.  
Agents who log on from a regular telephone and answer Call Center calls using an answer DN key  
from a portable telephone cannot use Supervisor Help.  
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Chapter 13 Troubleshooting Call Center 169  
Do Not Disturb  
Instead of using Do Not Disturb, agents must use the Not Ready Feature Code (≤·‚°).  
If agents use Do Not Disturb they are automatically logged out or made not ready after the first  
call.  
Call Forward No Answer  
When an agent’s phone is on Call Forward No Answer to the voicemail extension, the number of  
rings for Call Forward No Answer must be less than the number of rings for Transfer Callback  
Timeout. If a call is forwarded by CFNA to another agent and is answered by that agent, the  
original agent who has CFNA setting is made Not Ready or logged out instead of staying idle.  
Preventing calls from ringing at an agent’s set  
To prevent agents who are on a Call Center call from having a second internal call ring on their  
phone, set the Call Forward on Busy feature for your set to the voicemail DN.  
For information on programming any of these settings, refer to the Norstar System Coordinator  
Guide if you use another system.  
Hunt groups  
Do not program an agent telephone to be a member of a Hunt Group.  
Automatic Answer  
How Automatic Answer works depends on what type of telephones your call center uses:  
Norstar telephones: If you use a headset, calls ring at the telephone and the headset, but calls  
go to the headset.  
Business Series Terminals: If you connect the headset before you connect the telephone  
cable to the phone jack, calls goes to the handsfree speaker. If you plug in the telephone before  
you connect the headset, calls go to the headset as long as you have initialized the headset by  
pressing the headset button and then the release button. Calls always ring at the set. Every time  
you reconnect the headset you must initialize the headset. Calls always ring at the set.  
T7316e: This type of telephone is safe to use for Automatic Answer.  
Silent Monitor  
If agents answer calls using features like Answer DN or Call Pickup on a set they are not logged  
onto, you cannot monitor these calls. You can do monitoring for wireless sets (including  
Companion, KIRK and DECT sets), only if the agent logs onto the set.  
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170 Chapter 13 Troubleshooting Call Center  
Skillset problems  
Problems changing skillset properties  
If you cannot change a skillset’s properties, there are two possible reasons:  
The call center skillset is enabled.  
You must disable the call center skillset before you can change the skillset properties.  
The skillset mailbox has the wrong extension number.  
Refer to “Determining a skillset mailbox number” on page 56 for how to determine a skillset’s  
extension number. The extension number of the skillset mailbox must be the same as the  
Control DN of the skillset. If the skillset mailbox has the wrong extension, you cannot change  
the properties for a skillset mailbox.  
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171  
Chapter 14  
Call Center Programming Record  
For this programming task  
see  
on page  
Record the Feature Codes used by Call Center  
Record the line information for lines answered by Call Center  
Record the Operator and Business Status settings  
Record the number of reserved channels and the Primary and  
Secondary Alert times  
Record agent ID, agent name, Priority, supervisor status and  
skillset for each agent  
Record Control DN, skillset name, MWI ext, Method, Break Time  
and Delay Answer time limit  
Record agents assigned to the skillsets  
Record the skillset mailbox name, skillset mailbox number, MWI  
extension and skillset mailbox password  
Record the type of step and step parameters for Day and Night  
Routing Tables  
Record Line Answering details  
Note: Make copies of these pages as required.  
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172 Chapter 14 Call Center Programming Record  
Feature Codes  
Feature code name  
Display Waiting Calls  
Open Mailbox  
Dialpad buttons  
≤·‚·  
≤·°⁄  
≤·‚›  
≤·‚fi  
≤·‚°  
Custom Feature Code  
≤ · ____ ____  
≤ · ____ ____  
≤ · ____ ____  
≤ · ____ ____  
≤ · ____ ____  
≤ · ____ ____  
≤ · ____ ____  
≤ · ____ ____  
Log on/Log off  
Supervise agents  
Not Ready  
Return to skillset on No Answer  
Voicemail DN  
≤·°fi  
≤·°¤  
Operator status  
General Call Center parameters  
Number of Reserved channels  
Primary alert time limit in mm:ss  
Secondary alert time limit in mm:ss  
CLID Parameter  
No CLID  
Number Only  
Name & Number  
Supervisor Help request timeout value  
Skillsets supervisors can receive help  
requests from  
Lines answered by Call Center  
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Chapter 14 Call Center Programming Record 173  
Operator/Business Status  
Password OPERATOR (67372867)  
Receptionist or Operator available*  
Business open*  
Y
Y
Y
N
N
N
Answer trunks  
Receptionist or Operator extension  
Call Center Service* Skillset Number ___ Auto  
Manual  
Day Night  
Day Night  
Skillset Number ___ Auto  
Manual  
* These settings are usually changed by the receptionist or Operator on a daily basis.  
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174 Chapter 14 Call Center Programming Record  
Call Center skillsets  
Skillset  
Rules  
Skillset #  
parameter  
Skillset name  
Maximum 16 characters.  
Default is SKILLn  
Control DN (CDN) Extension cannot be used by  
another telephone or peripheral  
MWI extension  
Method  
Least Busy (default) or  
Preferred  
Break Time  
Enter as mm:ss  
Minimum: 00 min 00 sec  
Maximum: 59 min, 59 sec  
Default: 00:30  
Delay answer  
Enter as mm:ss  
Minimum: 00 min 00 sec  
Maximum: 10 min 00 sec  
Default: 00:00  
Attendant  
extension  
Language  
Activity Codes  
Prompted or Optional (default)  
You must have Call Center  
Reporting enabled.  
Expected Wait  
Time sample  
2 - 256  
Expected Wait  
Time Increase  
Allowed  
Enabled (default)  
or  
Disabled  
Initial Call  
Duration  
00:00:01 - 24:00:00.  
Default is 00:03:00.  
Service Mode  
Auto, Day, Night, 24 Hour  
(default)  
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Chapter 14 Call Center Programming Record 175  
Call Center agents  
Agent Agent name  
ID  
Supervisor Name and # of  
Auto  
answer  
(y or n)  
Missedcall Priority  
option  
(Busy or  
status  
skillsets agent is  
assigned to  
(y or n)  
Logout)  
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176 Chapter 14 Call Center Programming Record  
Skillset assignments  
Skillset name and #  
Agent ID and name  
Priority  
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Chapter 14 Call Center Programming Record 177  
Skillset mailboxes  
Skillset #  
Mailbox name  
Mailbox number  
(Control DN)  
MWI extension  
Mailbox password  
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178 Chapter 14 Call Center Programming Record  
Routing Tables  
Skillset # _______________  
Day or Night _______________  
Step #  
Type of step:  
Step parameters  
Greeting, Distribution,  
Transfer, Disconnect, Go To  
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Chapter 14 Call Center Programming Record 179  
Line answering  
Line #  
Skillset #  
# of rings (0 to 12) for Caller ID minimum 2 rings  
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181  
Glossary  
AA  
See Automated Attendant.  
Agent  
An agent is a person who is assigned to answer calls for one or more skillsets in your call  
center.  
Agent ID  
When you add an agent, Call Center assigns an agent ID number you use to identify the  
agent. The agent uses their agent ID number and password to log on when they are ready  
to receive calls.  
Alert times  
Alert times are time limits that you assign for calls waiting in skillsets. If a call exceeds the  
Primary or the Secondary alert time limit, a programmed memory button indicator flashes.  
A slow flash means that a call has exceeded the Primary alert time. A quick flash means  
that a call has exceeded the Secondary alert time.  
Attendant  
The attendant is the person who you assign to answer an extension number. The attendant  
can be a receptionist, operator or target attendant.  
Automated Attendant (AA)  
The Automated Attendant is an automatic answering service. AA answers incoming calls  
with a Company Greeting and a menu of options. AA routes calls in response to a caller’s  
dialpad selections. For a greater range of options and services for incoming calls, a  
Custom Call Routing (CCR) menu can be assigned to play instead of the Automated  
Attendant menu.  
Automatic Answer  
Automatic Answer is an agent parameter that force delivers calls to an agent. If Automatic  
Answer is enabled, the agent hears a tone that indicates that a call is delivered. The agent  
is automatically in the handsfree mode.  
If Automatic Answer is not enabled, calls ring at the agent's telephone and the agent must  
manually answer the calls.  
Break Time  
Break Time is a time period you set up for agents to complete paperwork or other tasks  
after they finish a call. After an agent completes a call, no calls are routed to them for the  
Break Time. The agent can extend or cancel the Break Time by using the Not Ready  
Feature Code.  
CCR  
See Custom Call Routing.  
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182 Glossary  
CDN  
See Control Directory Number.  
Call Center  
Call Center receives, holds and routes calls to agents in a call center.  
call center  
A call center is a department or a business that uses Nortel Networks Call Center to handle  
numerous incoming calls. A call center typically employs several agents to answer calls.  
Call Center Administrator  
The Call Center Administrator sets up, and manages the day-to-day operation of a call  
center. The Call Center Administrator monitors the overall performance of the call center  
and balances the staffing according to call traffic demands.  
Call Forward All Calls (CFAC)  
This feature forwards all calls from a telephone to another extension number. For example,  
all calls from a telephone can be forwarded to the CDN of a skillset.  
Call Forward No Answer (CFNA)  
This feature forwards unanswered calls from a telephone to another extension number. A  
call is considered unanswered if no one answers the call before a specified number of  
rings.  
Call Forward On Busy (CFB)  
This feature forwards all calls from a telephone to another extension if any of the lines  
assigned to the telephone are busy.  
Channel  
A channel is the voice path that Call Center uses to play greetings to callers. A voice  
channel is also the voice path used when anyone uses a Feature Code to access Call  
Center.  
Class of Service  
The Class of Service defines the values for mailboxes.  
Control Directory Number (CDN)  
The Control Directory Number (Control DN or CDN) is the extension number of a Call  
Center skillset. The CDN is the number used to transfer calls to a skillset. The CallPilot  
installer is responsible for assigning a CDN to each skillset before the skillset can be  
enabled.  
Custom Call Routing (CCR)  
CCR is a routing feature that you can program to present a customized menu of  
single-digit choices to callers. CCR automatically answers lines and presents callers with  
customized menus. With CCR, callers can listen to pre-recorded messages, leave a  
message in a skillset mailbox or transfer to an extension. With CCR you can replace  
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Glossary 183  
Automated Attendant menus with a more sophisticated menu that offers callers a wider  
range of options.  
Delay Answer  
Delay Answer is a feature that prevents Call Center from answering calls and playing  
greetings when there are no agents available. When a skillset has Delay Answer activated,  
waiting callers hear ringback.  
When a call comes in on a line for a skillset that does not have any free agents, the call is  
not answered until either the Delay Answer time elapses or an agent becomes available,  
whichever comes first.  
Display Waiting Calls  
Display Waiting Calls is a Feature Code that you and agents can use to display waiting  
calls and view real-time information about skillsets. The Display Waiting Calls/Skillset  
Status Feature Code shows:  
the skillset number and whether the skillset is enabled or disabled  
number skillset of agents logged into the skillset  
number of calls waiting  
the longest wait time of a call  
DN  
DN is a Directory Number or an extension number.  
Greeting Table  
The Greeting Table determines which recorded greeting is played and which line is  
answered according to the time of day.  
Indicator  
See memory button indicator.  
Intelligent Caller Input Routing, Basic  
Intelligent Caller Input Routing, Basic lets callers direct their calls to an Operator,  
Automated Attendant, skillset mailbox, CCR Tree.  
Intelligent CLID/DNIS Routing  
CLID/DNIS Routing is the initial routing that Call Center calls encounter. The CLID/  
DNIS Routing you set up lets Call Center route calls quickly based on their incoming line  
number. Callers are routed to skillsets depending on who the caller calls, the line the call  
comes in on, or where the caller is calling from.  
Longest idle  
Longest idle is a method of call distribution that routes calls to the agent who has been  
available the longest. The other method of call distribution is Preferred.  
MWI  
See Message Waiting Indication.  
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184 Glossary  
Memory button indicator  
Memory button indicators are the triangular-shaped LCD indicators on a telephone next to  
the memory buttons. Memory button indicators can be used to monitor call activity and  
view the Login/Logout status and the Not Ready status of agents.  
Message Waiting Indication (MWI)  
The Message Waiting Indication appears on a telephone display as Message for you when  
there are new messages.  
Message Waiting Indication extension (MWI extension or MWI DN)  
For each skillset mailbox, you can assign a telephone as the designated MWI extension.  
The Message Waiting Indication extension is an optional telephone number that indicates  
when a skillset mailbox has messages waiting. The MWI extension that you assign shows  
Message for you on the telephone display when there are new messages in the skillset  
mailbox.  
Method of Call Distribution  
The method of call distribution determines which of several available agents to route the  
call to. There are two methods of call distribution: Least Busy and Preferred. Least Busy  
routes calls to an agent who has been available the longest. Preferred routes calls to the  
agent with the highest priority (the best qualified agent).  
Not Ready  
Not Ready is a Feature Code that extends a Break Time if agents need additional time after  
a call to do paperwork or other tasks.  
Off-premise Message Notification  
Off-premise Message Notification is a feature that notifies you at a destination number  
when there are new or urgent messages in a skillset mailbox.  
Priority  
You assign a priority to each agent according to their qualifications. An agent can have a  
priority from 1 to 20. 1 is the highest priority. You can assign this priority to your most  
experienced agents.  
Primary alert time  
The Primary alert time is the first time limit that you assign for calls waiting in skillsets.  
If a call exceeds the Primary alert time limit, you are given a visual warning on  
programmed memory button indicators. The other alert time is Secondary alert time.  
Make Not Ready (Return to Skillset)  
Make Not Ready (Return to Skillset) is a property that controls how a call is treated if an  
agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as  
it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent  
out of their skillset if they do not answer a call.  
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Glossary 185  
Real time  
Real time is a term for when there is very little response time between when an event  
occurs and when the information about the event is displayed. You can monitor the real  
time or current situation of agents and call activity by using the Display Waiting Calls  
Feature Code.  
Reserved channel  
Reserved channels are voice channels reserved exclusively for Call Center. Reserved  
channels are used to play greetings to callers waiting in a skillset. These channels ensure  
that CallPilot does not use all the voice channels. See also voice channel.  
Routing Table  
Routing Tables handle incoming calls for each skillset. A Routing Table determines the  
order of greetings and hold times for callers while they wait to be routed to an available  
agent.  
Skillset  
Skillsets collect and distribute calls for departments such as “sales” and “technical  
support”. If several calls arrive at the same time, the calls are held in a skillset where  
callers hear greetings and are put on hold until an agent is available.  
Skillset mailbox  
A skillset mailbox stores messages left by callers. The calls can be retrieved by designated  
agents.  
Skillset name  
The skillset name is a maximum of 16 characters. A skillset name is the same as the  
skillset mailbox name.  
Subscriber  
A subscriber is a mailbox owner.  
Supervisor  
A supervisor is an agent with supervisor status. A supervisor has additional capabilities,  
such as the ability to monitor calls between agents and callers.  
Supervisor monitor  
Supervisor monitor is a feature supervisors can use to monitor or participate in calls  
between agents and callers.  
Voice channel  
A voice channel is the voice path that Call Center uses to play greetings to callers.  
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186 Glossary  
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187  
Index  
Numerics  
A
Agent  
Agents  
Changing  
Channels  
B
Button  
Character limit  
for Off-premise Message Notification  
C
Call  
Call Center  
Call Center Administrator  
Call Center Features  
D
Deleting  
Destination number  
Destination pager number  
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188 Index  
Greetings, call center  
Destination, Off-premiseMessageNotificationnumbers  
Determining  
Greetings, skillset mailbox  
H
Hours  
Display telephone  
I
E
Indicators  
F
L
Lines  
M
Mailbox  
Mailbox interface  
Memory button  
G
Message Waiting Indication  
Greeting step  
Greetings  
Messages  
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Index 189  
destination number  
destination pager number and message  
setting up  
playing  
Off-premise Message Notification parameters  
Opening the Skillset Mailbox  
Opening your mailbox  
Operator  
P
Parameters  
Monitoring  
Password  
N
Name  
Preventing calls from ringing at an agent’s telephone  
Number  
R
O
Replying  
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190 Index  
Resetting  
Skillset mailbox  
Routing  
Routing Table  
Routing Table steps  
Routing Tables  
Skillset mailboxes  
Skillset parameters  
S
Service Modes  
Skillsets  
Setting up  
Off-premise Message Notification  
Supervisor  
Skillset  
Supervisors  
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Index 191  
T
Telephone  
Time  
Tips  
Transfer Allowed  
Troubleshooting  
cannot change the Call Center Skillset Parameters  
Two line display  
V
Voice ports  
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