Nortel Call Center Telephone - Manuals

Chapter 1 About Call Center 13 Call Center Telephone Administration Guide 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 ...

14 Chapter 1 About Call Center N0025637 01 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 question...

15 Call Center Telephone Administration Guide Chapter 2About 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 ...

16 Chapter 2 About Call Center telephone administration N0025637 01 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. Numbers and letters on the dialpad. The display can show up to 16 characte...

Chapter 2 About Call Center telephone administration 17 Call Center Telephone Administration Guide Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad. About telephone buttons This table shows the Nortel Netw...

18 Chapter 2 About Call Center telephone administration N0025637 01 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 th...

Chapter 2 About Call Center telephone administration 19 Call Center Telephone Administration Guide 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 b...

Chapter 2 About Call Center telephone administration 21 Call Center Telephone Administration Guide 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 ...

23 Call Center Telephone Administration Guide Chapter 3Call 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 fro...

Chapter 3 Call Center general properties 25 Call Center Telephone Administration Guide 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 ...

26 Chapter 3 Call Center general properties N0025637 01 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 cha...

Chapter 3 Call Center general properties 27 Call Center Telephone Administration Guide 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...

28 Chapter 3 Call Center general properties N0025637 01 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. ...

Chapter 3 Call Center general properties 29 Call Center Telephone Administration Guide 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 Enhance...

30 Chapter 3 Call Center general properties N0025637 01 To configure lines for Call Center 1 Press ≤ ·° ‹ . Enter the Call Center Administrator mailbox number and password, and then press OK . 2 Press AA . 3 Press LINES . 4 Enter the line number and press OK . 5 Press CHNG . 6 Press CHNG . 7 Press S...

Chapter 3 Call Center general properties 31 Call Center Telephone Administration Guide 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...

32 Chapter 3 Call Center general properties N0025637 01 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 ...

35 Call Center Telephone Administration Guide Chapter 4Call 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 Cal...

36 Chapter 4 Call Center greetings N0025637 01 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...

39 Call Center Telephone Administration Guide Chapter 5Setting 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...

40 Chapter 5 Setting up skillsets N0025637 01 Skillset properties Skillset number Number of the skillset: 1 or 2 for Basic, 1-30 for Enhanced. Control DN The Control Directory Number is the extension associated with the skillset. Incoming calls transfer to the CDN of each skillset from extensions, t...

Chapter 5 Setting up skillsets 43 Call Center Telephone Administration Guide Setting up a skillset You can record skillset properties in the table “Call Center skillsets” on page 174 . To set up a skillset 1 Press ≤ ·°‹ . Enter the Call Center Administrator Mailbox number and password,and then press...

Chapter 5 Setting up skillsets 45 Call Center Telephone Administration Guide 26 Press NEXT if your Call Center does not use Activity Codes and go to step 27orif your Call Center uses Activity Codes, select the Activity Code entry type: OPT for Optional, PRMPT for Prompted and press NEXT . This promp...

Chapter 5 Setting up skillsets 47 Call Center Telephone Administration Guide 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...

48 Chapter 5 Setting up skillsets N0025637 01 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 end...

Chapter 5 Setting up skillsets 49 Call Center Telephone Administration Guide 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 sk...

Chapter 5 Setting up skillsets 53 Call Center Telephone Administration Guide 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 • una...

55 Call Center Telephone Administration Guide Chapter 6Setting 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...

56 Chapter 6 Setting up skillset mailboxes N0025637 01 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 ma...

Chapter 6 Setting up skillset mailboxes 57 Call Center Telephone Administration Guide 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...

58 Chapter 6 Setting up skillset mailboxes N0025637 01 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 ...

Chapter 6 Setting up skillset mailboxes 59 Call Center Telephone Administration Guide 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 To open a skillset...

60 Chapter 6 Setting up skillset mailboxes N0025637 01 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, rece...

Chapter 6 Setting up skillset mailboxes 61 Call Center Telephone Administration Guide 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 “Ski...

62 Chapter 6 Setting up skillset mailboxes N0025637 01 Resetting a skillset mailbox password You must disable the skillset before you reset the password. To reset a skillset mailbox password Note: Reset a password if the agent who accesses the skillset mailbox forgets the password or is “locked-out”...

Chapter 6 Setting up skillset mailboxes 63 Call Center Telephone Administration Guide 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 Primar...

64 Chapter 6 Setting up skillset mailboxes N0025637 01 To record a Primary or Alternate skillset mailbox greeting 1 Press ≤ ·°⁄ . Follow the voice prompts or the display button options to open the skillset mailbox. 2 The skillset mailbox name appears briefly. 3 If you use the CallPilot interface: • ...

Chapter 6 Setting up skillset mailboxes 65 Call Center Telephone Administration Guide 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 of...

Chapter 6 Setting up skillset mailboxes 67 Call Center Telephone Administration Guide 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 ...

68 Chapter 6 Setting up skillset mailboxes N0025637 01 Deleting a Personalized mailbox greeting If you no longer need a Personalized mailbox greeting, you can delete it. 8 Enter the telephone number (maximum 10 digits) that you are assigning the Personalized mailbox greeting to.Press OK or £ to acce...

Chapter 6 Setting up skillset mailboxes 69 Call Center Telephone Administration Guide 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 t...

70 Chapter 6 Setting up skillset mailboxes N0025637 01 Playing skillset mailbox messages Use the procedure for playing messages that corresponds to the interface you use: • “To play skillset mailbox messages - Norstar Voice Mail” on page 70 • “To play skillset mailbox messages - CallPilot” on page 7...

72 Chapter 6 Setting up skillset mailboxes N0025637 01 3 Applies only if the Reply feature is enabled. 4 You can reply to an outside caller by dialing them back if your company subscribes to Caller ID (CLID) service. For further information about replying to an outside caller refer to “Using the Rep...

Chapter 6 Setting up skillset mailboxes 73 Call Center Telephone Administration Guide 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 messa...

74 Chapter 6 Setting up skillset mailboxes N0025637 01 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 si...

Chapter 6 Setting up skillset mailboxes 75 Call Center Telephone Administration Guide 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...

76 Chapter 6 Setting up skillset mailboxes N0025637 01 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...

77 Call Center Telephone Administration Guide Chapter 7Off-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 Notifica...

78 Chapter 7 Off-premise Message Notification N0025637 01 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 metho...

Chapter 7 Off-premise Message Notification 79 Call Center Telephone Administration Guide 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) • d...

82 Chapter 7 Off-premise Message Notification N0025637 01 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...

84 Chapter 7 Off-premise Message Notification N0025637 01 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 acc...

Chapter 7 Off-premise Message Notification 89 Call Center Telephone Administration Guide Changing Off-premise Message Notification You can change the parameters and destinations for Off-Premise Message Notification. Refer to “Off-premise Message Notification parameters” on page 79 for more informati...

Chapter 7 Off-premise Message Notification 91 Call Center Telephone Administration Guide 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 ...

Chapter 7 Off-premise Message Notification 93 Call Center Telephone Administration Guide 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 °...

Chapter 7 Off-premise Message Notification 95 Call Center Telephone Administration Guide 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 °...

Chapter 7 Off-premise Message Notification 97 Call Center Telephone Administration Guide 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 prom...

98 Chapter 7 Off-premise Message Notification N0025637 01 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...

Chapter 7 Off-premise Message Notification 99 Call Center Telephone Administration Guide 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 par...

101 Call Center Telephone Administration Guide Chapter 8Setting 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...

102 Chapter 8 Setting up agents N0025637 01 Adding an agent Agent priority 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 ...

104 Chapter 8 Setting up agents N0025637 01 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 s...

Chapter 8 Setting up agents 105 Call Center Telephone Administration Guide 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. 10 Press CHNG if you want to change the agent’s priority orpr...

Chapter 8 Setting up agents 107 Call Center Telephone Administration Guide 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 1 Press ≤ ·°‹ . Enter t...

108 Chapter 8 Setting up agents N0025637 01 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 13 This display appears briefly. 14 Press ...

Chapter 8 Setting up agents 109 Call Center Telephone Administration Guide 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. 12 If you use Enhan...

110 Chapter 8 Setting up agents N0025637 01 Viewing agents in a skillset You can review the agents in a skillset. 10 The display shows the agent’s name.Press DEL . 11 This display appears briefly. 12 Press ® to end the session. 1 Press ≤ ·°‹ . Enter the Call Center Administrator Mailbox number and p...

Chapter 8 Setting up agents 111 Call Center Telephone Administration Guide Logging an agent off 1 Press ≤ ·°‹ . Enter the Call Center Administrator Mailbox number and password,and then press OK . 2 Press OTHR . 3 Press CC . 4 Press AGENT . 5 Press ° . This option does not appear as a display button ...

112 Chapter 8 Setting up agents N0025637 01 Deleting an agent 1 Press ≤ ·°‹ . Enter the Call Center Administrator Mailbox number and password,and then press OK . 2 Press OTHR . 3 Press CC . 4 Press AGENT . 5 Press DEL . 6 Enter the agent’s ID number and press OK orpress DIR to search the directory. ...

Chapter 8 Setting up agents 113 Call Center Telephone Administration Guide Resetting an agent password 1 Press ≤ ·°‹ . Enter the Call Center Administrator Mailbox number and password,and then press OK . 2 Press OTHR . 3 Press CC . 4 Press AGENT . 5 Press CHNG . 6 Enter the ID number of the agent you...

115 Call Center Telephone Administration Guide Chapter 9Intelligent 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 o...

116 Chapter 9 Intelligent Overflow Routing N0025637 01 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...

Chapter 9 Intelligent Overflow Routing 117 Call Center Telephone Administration Guide 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 configu...

118 Chapter 9 Intelligent Overflow Routing N0025637 01 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 t...

Chapter 9 Intelligent Overflow Routing 119 Call Center Telephone Administration Guide 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 t...

120 Chapter 9 Intelligent Overflow Routing N0025637 01 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 ...

Chapter 9 Intelligent Overflow Routing 121 Call Center Telephone Administration Guide 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 an...

122 Chapter 9 Intelligent Overflow Routing N0025637 01 Adding Overflow rules 1 Press ≤ ·°‹ . Enter the Call Center Administrator Mailbox number and password,and then press OK . 2 Press OTHR . 3 Press CC . 4 Press SKILL . 5 Enter the number of the skillset you want to change and press OK . 6 The disp...

124 Chapter 9 Intelligent Overflow Routing N0025637 01 Changing and viewing Overflow rules 1 Press ≤ ·°‹ . Enter the Call Center Administrator Mailbox number and password,and then press OK . 2 Press OTHR . 3 Press CC . 4 Press SKILL . 5 Enter the number of the skillset you want to change and press O...

126 Chapter 9 Intelligent Overflow Routing N0025637 01 Deleting Overflow rules 1 Press ≤ ·°‹ . Enter the Call Center Administrator Mailbox number and password,and then press OK . 2 Press OTHR . 3 Press CC . 4 Press SKILL . 5 Enter the number of the skillset you want to change and press OK . 6 The di...

127 Call Center Telephone Administration Guide Chapter 10Routing 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 th...

128 Chapter 10 Routing table administration N0025637 01 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...

Chapter 10 Routing table administration 129 Call Center Telephone Administration Guide About types of Routing Table steps You can add these types of steps to routing tables: Greeting A Greeting step plays a greeting to callers waiting in a skillset. You assign greeting parameters to each greeting. A...

130 Chapter 10 Routing table administration N0025637 01 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 Center greeting” on page 36...

Chapter 10 Routing table administration 131 Call Center Telephone Administration Guide To add a Greeting step 1 Press ≤ ·° ‹ . Enter the Call Center Administrator mailbox number and password, and then press OK . 2 Press OTHR . 3 Press CC . 4 Press SKILL . 5 Enter the number of the skillset you want ...

134 Chapter 10 Routing table administration N0025637 01 Adding a Distribute for step Distribute for steps put callers on hold while they wait for an agent. 1 Press ≤ ·° ‹ . Enter the Call Center Administrator mailbox number and password, and then press OK . 2 Press OTHR . 3 Press CC . 4 Press SKILL ...

Chapter 10 Routing table administration 135 Call Center Telephone Administration Guide 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 . 1 P...

136 Chapter 10 Routing table administration N0025637 01 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 1 Press ≤ ·° ‹ . Enter the Call Center Administrator mailbox number and password,...

138 Chapter 10 Routing table administration N0025637 01 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. 1 Press ≤ ·° ‹ . Enter the Call Center Administrator mailbox n...

Chapter 10 Routing table administration 139 Call Center Telephone Administration Guide Example of a Day Routing Table To set up the routing table steps shown in “Example of Day Routing Table steps” , follow the procedure “To set up the Day Routing Table example” . Example of Day Routing Table steps ...

Chapter 10 Routing table administration 143 Call Center Telephone Administration Guide Example of a Night Routing Table To set up the routing table steps shown in “Example of Night Routing Table steps” , follow the procedure “To set up the Night Routing Table example” . Example of Night Routing Tabl...

Chapter 10 Routing table administration 145 Call Center Telephone Administration Guide Changing a routing table You must disable a skillset before you can change its routing table. For how to disable a skillset, refer to “Disabling a skillset” on page 48 . Reviewing Routing Table steps Note: You can...

146 Chapter 10 Routing table administration N0025637 01 Modifying Routing Table steps 1 Press ≤ ·° ‹ . Enter the Call Center Administrator mailbox number and password, and then press OK . 2 Press OTHR . 3 Press CC . 4 Press SKILL . 5 Enter the number of the skillset you want to modify a step for and...

Chapter 10 Routing table administration 147 Call Center Telephone Administration Guide Erasing a Routing Table 1 Press ≤ ·° ‹ . Enter the Call Center Administrator mailbox number and password, and then press OK . 2 Press OTHR . 3 Press CC . 4 Press SKILL . 5 Enter the number of the skillset you want...

148 Chapter 10 Routing table administration N0025637 01 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 mus...

151 Call Center Telephone Administration Guide Chapter 11Monitoring call activity There are two ways that you and supervisors can monitor call activity at your call center: • “Monitoring agent calls with Silent Monitor” on page 151 • “Monitoring skillsets” on page 154 You can monitor calls by using ...

152 Chapter 11 Monitoring call activity N0025637 01 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. To set up Silent Monitor ...

Chapter 11 Monitoring call activity 153 Call Center Telephone Administration Guide 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 tele...

154 Chapter 11 Monitoring call activity N0025637 01 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 Waiting Calls lets you know when a skillset in your ca...

Chapter 11 Monitoring call activity 155 Call Center Telephone Administration Guide 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 skil...

156 Chapter 11 Monitoring call activity N0025637 01 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 s...

Chapter 11 Monitoring call activity 157 Call Center Telephone Administration Guide 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...

158 Chapter 11 Monitoring call activity N0025637 01 Logging off Log off when you complete your shift or will be away from your telephone for an extended period. 1 Press ≤ ·‚› . 2 Enter your Agent ID and press OK or £ . 3 Enter your password and press OK or £ . 4 Press OUT . If OUT does not appear, y...

Chapter 11 Monitoring call activity 159 Call Center Telephone Administration Guide 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 with...

Chapter 11 Monitoring call activity 161 Call Center Telephone Administration Guide Configuring Supervisor Help To set up Supervisor Help you must configure the general Call Center properties for request timeout and supervisor selection method. How to handle Supervisor help requests Supervisors can p...

162 Chapter 11 Monitoring call activity N0025637 01 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. Escalat...

163 Call Center Telephone Administration Guide Chapter 12Tips 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...

164 Chapter 12 Tips for operating Call Center N0025637 01 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 distribu...

Chapter 12 Tips for operating Call Center 165 Call Center Telephone Administration Guide 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: where: • wait time is the longest time in seco...

166 Chapter 12 Tips for operating Call Center N0025637 01 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 b...

167 Call Center Telephone Administration Guide Chapter 13Troubleshooting 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. Resetting the Oper...

168 Chapter 13 Troubleshooting Call Center N0025637 01 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 o...

Chapter 13 Troubleshooting Call Center 169 Call Center Telephone Administration Guide 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 Forwa...

170 Chapter 13 Troubleshooting Call Center N0025637 01 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 skill...

172 Chapter 14 Call Center Programming Record N0025637 01 Feature Codes General Call Center parameters Feature code name Dialpad buttons Custom Feature Code Display Waiting Calls ≤·‚· ≤ · ____ ____ Open Mailbox ≤·°⁄ ≤ · ____ ____ Log on/Log off ≤·‚› ≤ · ____ ____ Supervise agents ≤·‚fi ≤ · ____ ____ ...

Chapter 14 Call Center Programming Record 173 Call Center Telephone Administration Guide Operator/Business Status Password OPERATOR ( 67372867 ) Receptionist or Operator available* Y N Business open* Y N Answer trunks Y N Receptionist or Operator extension Call Center Service* Skillset Number ___ Au...

174 Chapter 14 Call Center Programming Record N0025637 01 Call Center skillsets Skillset parameter Rules Skillset # 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 Preferr...

Chapter 14 Call Center Programming Record 175 Call Center Telephone Administration Guide Call Center agents Agent ID Agent name Supervisor status(y or n) Name and # of skillsets agent is assigned to Auto answer(y or n) Missed call option (Busy or Logout) Priority

176 Chapter 14 Call Center Programming Record N0025637 01 Skillset assignments Skillset name and # Agent ID and name Priority

Chapter 14 Call Center Programming Record 177 Call Center Telephone Administration Guide Skillset mailboxes Skillset # Mailbox name Mailbox number (Control DN) MWI extension Mailbox password

178 Chapter 14 Call Center Programming Record N0025637 01 Routing Tables Skillset # _______________ Day or Night _______________ Step # Type of step:Greeting, Distribution, Transfer, Disconnect, Go To Step parameters

Chapter 14 Call Center Programming Record 179 Call Center Telephone Administration Guide Line answering Line # Skillset # # of rings (0 to 12) for Caller ID minimum 2 rings

181 Call Center Telephone Administration Guide 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 age...

Call Center Telephone Administration Guide 187 Index Numerics 24 Hour Service mode, skillset 115 A Agent Autobusy mode 163dynamic priority 10Feature Codes 21listening to skillset mailbox messages 69monitor 151parameters 101Silent Monitor 151 Agent priority levels 10 Agents maximum number 10 B Button...