Nortel Call Center Telephone - Manual

Nortel Call Center Telephone

Nortel Call Center Telephone – Manual, read for free online in PDF format. We hope this helps you resolve any issues you may have. If you have further questions, please contact us through the contact form.

1 Page 1
2 Page 2
3 Page 3
4 Page 4
5 Page 5
6 Page 6
7 Page 7
8 Page 8
9 Page 9
10 Page 10
11 Page 11
12 Page 12
13 Page 13
14 Page 14
15 Page 15
16 Page 16
17 Page 17
18 Page 18
19 Page 19
20 Page 20
21 Page 21
22 Page 22
23 Page 23
24 Page 24
25 Page 25
26 Page 26
27 Page 27
28 Page 28
29 Page 29
30 Page 30
31 Page 31
32 Page 32
33 Page 33
34 Page 34
35 Page 35
36 Page 36
37 Page 37
38 Page 38
39 Page 39
40 Page 40
41 Page 41
42 Page 42
43 Page 43
44 Page 44
45 Page 45
46 Page 46
47 Page 47
48 Page 48
49 Page 49
50 Page 50
51 Page 51
52 Page 52
53 Page 53
54 Page 54
55 Page 55
56 Page 56
57 Page 57
58 Page 58
59 Page 59
60 Page 60
61 Page 61
62 Page 62
63 Page 63
64 Page 64
65 Page 65
66 Page 66
67 Page 67
68 Page 68
69 Page 69
70 Page 70
71 Page 71
72 Page 72
73 Page 73
74 Page 74
75 Page 75
76 Page 76
77 Page 77
78 Page 78
79 Page 79
80 Page 80
81 Page 81
82 Page 82
83 Page 83
84 Page 84
85 Page 85
86 Page 86
87 Page 87
88 Page 88
89 Page 89
90 Page 90
91 Page 91
92 Page 92
93 Page 93
94 Page 94
95 Page 95
96 Page 96
97 Page 97
98 Page 98
99 Page 99
100 Page 100
101 Page 101
102 Page 102
103 Page 103
104 Page 104
105 Page 105
106 Page 106
107 Page 107
108 Page 108
109 Page 109
110 Page 110
111 Page 111
112 Page 112
113 Page 113
114 Page 114
115 Page 115
116 Page 116
117 Page 117
118 Page 118
119 Page 119
120 Page 120
121 Page 121
122 Page 122
123 Page 123
124 Page 124
125 Page 125
126 Page 126
127 Page 127
128 Page 128
129 Page 129
130 Page 130
131 Page 131
132 Page 132
133 Page 133
134 Page 134
135 Page 135
136 Page 136
137 Page 137
138 Page 138
139 Page 139
140 Page 140
141 Page 141
142 Page 142
143 Page 143
144 Page 144
145 Page 145
146 Page 146
147 Page 147
148 Page 148
149 Page 149
150 Page 150
151 Page 151
152 Page 152
153 Page 153
154 Page 154
155 Page 155
156 Page 156
157 Page 157
158 Page 158
159 Page 159
160 Page 160
161 Page 161
162 Page 162
163 Page 163
164 Page 164
165 Page 165
166 Page 166
167 Page 167
168 Page 168
169 Page 169
170 Page 170
171 Page 171
172 Page 172
173 Page 173
174 Page 174
175 Page 175
176 Page 176
177 Page 177
178 Page 178
179 Page 179
180 Page 180
181 Page 181
182 Page 182
183 Page 183
184 Page 184
185 Page 185
186 Page 186
187 Page 187
188 Page 188
189 Page 189
190 Page 190
191 Page 191
Page: / 191

Table of Contents:

  • Page 3 – Contents
  • Page 10 – What Call Center includes
  • Page 12 – What you can administer through a telephone
  • Page 13 – Related documents
  • Page 14 – How to get help; USA and Canada
  • Page 15 – Setting up Call Center with a two line display telephone; System timeout
  • Page 16 – Using the dialpad
  • Page 17 – Symbols and conventions used in this guide
  • Page 18 – Feature codes; To determine the Feature Codes
  • Page 19 – Programming a memory button with a Feature Code; To program a memory button
  • Page 21 – Feature Codes used by Call Center agents; Agent Feature Codes
  • Page 23 – Enabling the Call Center software authorization code
  • Page 25 – Setting Call Center general properties; Primary and Secondary alert times
  • Page 26 – Reserved channels
  • Page 27 – Setting Caller ID
  • Page 28 – Setting the Supervisor Help request timeout
  • Page 29 – Configuring lines
  • Page 30 – To configure lines for Call Center
  • Page 31 – Setting the Answer Lines status; To set the Answer Lines status
  • Page 32 – Resetting the Call Center Administrator password; To reset the Call Center Administrator password
  • Page 35 – About Call Center greetings
  • Page 36 – Recording a Call Center greeting; To record a Call Center greeting
  • Page 39 – About skillsets
  • Page 40 – Skillset properties
  • Page 43 – Setting up a skillset; To set up a skillset
  • Page 45 – NOTE
  • Page 47 – Enabling a skillset; To enable a skillset
  • Page 48 – Disabling a skillset; To disable a skillset
  • Page 49 – Changing skillset properties; To change a skillset
  • Page 53 – Unconfiguring a skillset; To unconfigure a skillset you must:
  • Page 55 – About skillset mailboxes
  • Page 56 – Determining a skillset mailbox number
  • Page 57 – Checking which telephone mailbox interface you use
  • Page 58 – Initializing a skillset mailbox; To initialize a skillset mailbox
  • Page 59 – Opening a skillset mailbox; To open a skillset mailbox - Norstar Voice Mail
  • Page 60 – Opening a skillset mailbox remotely
  • Page 61 – Skillset mailbox password; Changing a skillset mailbox password
  • Page 62 – Resetting a skillset mailbox password
  • Page 63 – Recording skillset mailbox greetings; Examples of Primary and Alternate greetings
  • Page 64 – To record a Primary or Alternate skillset mailbox greeting
  • Page 65 – Choosing a Primary or Alternate skillset mailbox greeting; To choose a Primary or Alternate skillset mailbox greeting
  • Page 67 – Recording a Personalized skillset mailbox greeting; To record a Personalized skillset mailbox greeting
  • Page 68 – Deleting a Personalized mailbox greeting
  • Page 69 – Checking skillset mailboxes for messages
  • Page 70 – Playing skillset mailbox messages; To play skillset mailbox messages - Norstar Voice Mail
  • Page 72 – To play skillset mailbox messages - CallPilot
  • Page 73 – Retrieving erased messages; To retrieve an erased message - Norstar Voice Mail; To retrieve an erased message - CallPilot
  • Page 74 – Replying to messages; Replying to an internal caller
  • Page 75 – To reply to an internal caller - CallPilot
  • Page 76 – Using the Reply feature to reply to an external caller; To reply to an external caller - Norstar Voice Mail
  • Page 77 – About Off-premise Message Notification
  • Page 78 – Assigning an outdial method to a skillset mailbox; To assign an outdial method to a skillset mailbox
  • Page 79 – Off-premise Message Notification parameters
  • Page 82 – To set up Off-premise Message Notification to an extension
  • Page 84 – Example of a destination pager number; To set up Off-premise Message Notification to a pager
  • Page 89 – Changing Off-premise Message Notification; To change the time range or type of message parameters
  • Page 91 – To change the destination from telephone to another destination
  • Page 93 – To change the destination from pager to telephone or extension
  • Page 95 – To change the destination from telephone or extension to pager
  • Page 97 – Deleting a destination number; To delete a destination number
  • Page 98 – Adding a destination number; To add a destination number
  • Page 99 – Turning Off-premise Message Notification on or off; To turn Off-premise Message Notification on or off
  • Page 101 – About adding agents; Agent properties
  • Page 102 – Adding an agent
  • Page 104 – Changing an agent
  • Page 105 – Adding multiple agents; the agents have the default agent name and parameters.
  • Page 107 – Assigning an agent to a skillset; To assign an agent to a skillset
  • Page 108 – Assigning several agents to a skillset; To assign several agents to a skillset
  • Page 109 – Removing agents from a skillset
  • Page 110 – Viewing agents in a skillset
  • Page 111 – Logging an agent off
  • Page 112 – Deleting an agent
  • Page 113 – Resetting an agent password
  • Page 115 – Mode
  • Page 116 – Action
  • Page 117 – Examples of Intelligent Overflow Routing rules; Example 1
  • Page 118 – Example 3
  • Page 119 – Example 5
  • Page 120 – Example 6
  • Page 121 – Example 8
  • Page 122 – Adding Overflow rules
  • Page 124 – Changing and viewing Overflow rules
  • Page 126 – Deleting Overflow rules
  • Page 127 – Setting up DID routing; To set up DID routing for CallPilot 100/150
  • Page 128 – Fax Detection
  • Page 129 – About types of Routing Table steps
  • Page 130 – Adding a Greeting step; Greeting step parameters
  • Page 131 – To add a Greeting step
  • Page 134 – Adding a Distribute for step
  • Page 135 – Adding a Goto step
  • Page 136 – Adding a Transfer step
  • Page 138 – Adding a Disconnect step
  • Page 139 – Example of a Day Routing Table; To set up the Day Routing Table example
  • Page 143 – Example of a Night Routing Table; To set up the Night Routing Table example
  • Page 145 – Changing a routing table; Reviewing Routing Table steps
  • Page 146 – Modifying Routing Table steps
  • Page 147 – Erasing a Routing Table
  • Page 148 – Setting the Service Modes for skillsets; To set the Service Mode for a skillset
  • Page 151 – Monitoring agent calls with Silent Monitor
  • Page 152 – Setting up Silent Monitor on your system
  • Page 153 – Using Silent Monitor with Answer DN; Monitoring tips
  • Page 154 – Monitoring skillsets; To monitor skillsets
  • Page 155 – An example of monitoring skillsets
  • Page 156 – Using a memory button to monitor calls waiting in skillsets; Taking some Not Ready time; Using Not Ready
  • Page 157 – Programming Not Ready to a memory button
  • Page 158 – Logging off; Changing your password
  • Page 159 – How Supervisor Help works
  • Page 161 – Configuring Supervisor Help
  • Page 162 – How to handle missed requests; An example of retrieving an escalated request
  • Page 163 – Agent administration; Skillset administration
  • Page 164 – Routing Table administration; Call Center general parameters
  • Page 165 – How to calculate the longest time a caller can be on hold
  • Page 166 – Tips to improve the efficiency of Call Center
  • Page 167 – Resetting passwords; Resetting the Operator password; To reset the Operator password
  • Page 168 – Agent problems; Agent log on problems; Call Transfer
  • Page 169 – Norstar telephones
  • Page 170 – Skillset problems; Problems changing skillset properties
  • Page 172 – Feature Codes
  • Page 173 – Operator/Business Status
  • Page 174 – Call Center skillsets
  • Page 175 – Call Center agents
  • Page 176 – Skillset assignments
  • Page 177 – Skillset mailboxes
  • Page 178 – Routing Tables
  • Page 179 – Line answering
  • Page 181 – Glossary
  • Page 187 – Index; Numerics
Loading the manual

Part No. N0025637 01
December 2, 2004

Call Center
Telephone Administration
Guide

"Loading the manual" means you need to wait until the file loads and becomes available for online reading. Some manuals are very large, and the time they take to appear depends on your internet speed.

Summary

Page 3 - Contents

3 Call Center Telephone Administration Guide Contents Chapter 1About Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 What Call Center includes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Wh...

Page 10 - What Call Center includes

10 Chapter 1 About Call Center N0025637 01 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 30 Overflow skillsets 1 29 Configured agents (available agent IDs) 20 100...

Page 12 - What you can administer through a telephone

12 Chapter 1 About Call Center N0025637 01 What you can administer through a telephone Call Center properties Software authorization code “Enabling the Call Center software authorization code” on page 23 Primary and Secondary Alert times “Primary and Secondary alert times” on page 25 Reserved Channe...

Other Nortel Models

All Nortel Other