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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
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

02:30 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.

Day

04:30 and No Agents

Skillset Mailbox

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Summary of Contents for Call Center Telephone

Page 1: ...Part No N0025637 01 December 2 2004 Call Center Telephone Administration Guide ...

Page 2: ...lied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks NA Inc The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license The software license agreement is included in this document Trade...

Page 3: ... Codes used by Call Center Administrators and supervisors 20 Feature Codes used by Call Center agents 21 Agent Feature Codes 21 Chapter 3 Call Center general properties 23 Enabling the Call Center software authorization code 23 Setting Call Center general properties 25 Primary and Secondary alert times 25 Reserved channels 26 Setting Caller ID 27 Setting the Supervisor Help request timeout 28 Sele...

Page 4: ... Recording skillset mailbox greetings 63 Examples of Primary and Alternate greetings 63 Choosing a Primary or Alternate skillset mailbox greeting 65 Recording a Personalized skillset mailbox greeting 67 Deleting a Personalized mailbox greeting 68 Checking skillset mailboxes for messages 69 Playing skillset mailbox messages 70 Retrieving erased messages 73 Replying to messages 74 Replying to an int...

Page 5: ...er 9 Intelligent Overflow Routing 115 Examples of Intelligent Overflow Routing rules 117 Adding Overflow rules 122 Changing and viewing Overflow rules 124 Deleting Overflow rules 126 Chapter 10 Routing table administration 127 Setting up DID routing 127 Fax Detection 128 About types of Routing Table steps 129 Adding a Greeting step 130 Greeting step parameters 130 Adding a Distribute for step 134 ...

Page 6: ...p works 159 Configuring Supervisor Help 161 How to handle Supervisor help requests 161 How to handle missed requests 162 An example of retrieving an escalated request 162 Chapter 12 Tips for operating Call Center 163 Agent administration 163 Skillset administration 163 Call Center greetings 163 Routing Table administration 164 Call Center general parameters 164 How to calculate the longest time a ...

Page 7: ... Center Programming Record 171 Feature Codes 172 General Call Center parameters 172 Operator Business Status 173 Call Center skillsets 174 Call Center agents 175 Skillset assignments 176 Skillset mailboxes 177 Routing Tables 178 Line answering 179 Glossary 181 Index 187 ...

Page 8: ...8 Contents N0025637 01 ...

Page 9: ...hat 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 o...

Page 10: ...ble 20 Skillset mailboxes 2 30 Supervisors 10 16 Supervisor functionality including call monitoring 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 Maximum simultaneous monitoring sessions 6 Day of Week Service you specify the start times for the day and night s...

Page 11: ...ter Administration the System Administrator can create a password to give a Call Center Administrator or supervisor access to Call Center administration 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 Available Intelligent CLI...

Page 12: ...ivity Code and Expected Wait Time settings service mode prompt language attendant extension Monitor skillsets Setting up a skillset on page 43 Setting the Service Modes for skillsets on page 148 Monitoring skillsets on page 154 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 s...

Page 13: ...oordinator Guide Routing Intelligent Overflow Routing Adding Overflow rules on page 122 Greeting step Distribute for step Goto step Transfer step Disconnect step Adding a Greeting step on page 130 Adding a Distribute for step on page 134 Adding a Goto step on page 135 Adding a Transfer step on page 136 Adding a Disconnect step on page 138 Expected Wait Time tables NOTE You must use CallPilot Manag...

Page 14: ... 338 Website http www nortelnetworks com itas email naitas nortelnetworks com 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 emeahelp nortelnetworks com CALA Caribbean Latin America Technical Support CTAS Telephone 1 954 858 7777 email csrmgmt no...

Page 15: ... have a corresponding display button and you must select the option by pressing buttons on the diapad An example of a two line display 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 time...

Page 16: ...ton the cursor advances and the display shows the first character on the new button To delete a character press the BKSP display button 1 A B C 2 a b c D E F 3 d e f G H I 4 g h i ﬁ J K L 5 j k l ﬂ M N O 6 m n o P Q R S 7 p q r s T U V 8 t u v W X Y Z 9 w x y z Quit Q Z Zero q z Accepts the displayed letter and comma This is an example of a display with fewer than 16 characters where the command l...

Page 17: ...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 Convention Example Used for Word in a special font in the top line of the display ...

Page 18: ...igns 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 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 Press NEXT 4 The display shows the name and number of the Ready Mode Fe...

Page 19: ... call activity refer to Primary and Secondary alert times on page 25 To program a memory button Use the paper labels that come with your telephone to identify the programmed button To use the Feature Code press the labeled button 1 Press Do not lift your handset 2 The display shows Program Features 3 Press a memory button with an LCD indicator 4 Press 5 Enter the Feature Code number that you want ...

Page 20: ...erator password on page 167 Display Waiting Calls Skillset Status view real time status information about skillsets You can see how busy your call center is so that you can adjust skillset staffing 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...

Page 21: ...to Primary and Secondary alert times on page 25 Supervisor Help ﬂ requests help from a supervisor Activity Codes start a session where they can enter Activity Codes Not Ready 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 the...

Page 22: ...22 Chapter 2 About Call Center telephone administration N0025637 01 ...

Page 23: ...nabling the Call Center software authorization code 1 Press Enter the Call Center Administrator mailbox number and password and then press OK 2 Press This option does not appear as a display button option 3 Press ADD to display the system identification number or press VIEW to view the options that are enabled on the CallPilot system 4 The display shows the system identification number Press OK 5 ...

Page 24: ...24 Chapter 3 Call Center general properties N0025637 01 9 The display shows that the software authorization code is enabled 10 Press to end the session Enabled ...

Page 25: ...sets 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 a...

Page 26: ...nistrator mailbox number and password and then press OK 2 Press OTHR 3 Press CC 4 Press OTHR 5 Press PARM 6 Press CHNG if you want to change the number of reserved channels from 0 6 and press NEXT or press NEXT 7 Press CHNG to set a Primary Alert time or press NEXT and go to step 10 8 Enter the Primary Alert time This is a four digit field Add a zero to any single digit hour or minute 9 The displa...

Page 27: ...Enter the Secondary Alert time This is a four digit field Add a zero to any single digit hour or minute 12 The display shows the Secondary Alert time Press OK 13 Press to end the session 1 Press Enter the Call Center Administrator mailbox number and password and then press OK 2 Press OTHR 3 Press CC 4 Press OTHR 5 Press PARM 6 Press NEXT until this display appears Press NEXT to select no CLID or p...

Page 28: ...ors logged on to skillsets that the agent is assigned to From the Supervisor Help From options select all skillsets or agent s skillsets only 1 Press Enter the Call Center Administrator mailbox number and password and then press OK 2 Press OTHR 3 Press CC 4 Press OTHR 5 Press PARM 6 Press to end the session 1 Press Enter the Call Center Administrator mailbox number and password and then press OK 2...

Page 29: ...ammed 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...

Page 30: ... of the skillset you want to answer the line and press OK 9 Press RINGS 10 Press CHNG 11 Enter the number of rings and press OK 12 Press NEXT to configure another line or press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Auto Atdt Admin GRTG TABLE LINES Line number RETRY OK Line x Ans No CHNG NEXT Line x Ans AA CHNG TABLE NEXT Line x Ans CC CHNG SKILL NEXT Skill number RETRY OK Line x ...

Page 31: ...t to No neither Call Center nor CallPilot answers lines To set the Answer Lines status 1 Press 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 Operator password on page 167 2 Press OPER 3 Press NEXT 4 Press NEXT 5 Press CHNG If you set Answer Lines to N the display shows Disabling If you set Answer L...

Page 32: ...tivity 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 For a mailbox number length of the default Call Center Administrator Mailbox number is and the default Call Center Administrator Mailbo...

Page 33: ...display appears briefly to indicate that you must change your password 8 Enter a new password from four to eight digits long that does not start with zero Press OK or 9 Reenter your new password and press OK or 10 Press to end the session Must change pswd Pswd RETRY OK Again RETRY OK Password OK ...

Page 34: ...34 Chapter 3 Call Center general properties N0025637 01 ...

Page 35: ...rt and concise as possible Use the following examples of greetings as a reference General company greeting The general company greeting tells callers they have reached the correct company It can also include the location and business hours of your company 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 Plea...

Page 36: ... after your business is closed 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 1 Press Enter the Call Center Administrator mailbox number and password and then press OK 2 Press OTHR 3 Press CC 4 Press OTHR 5 Press GRTG 6 E...

Page 37: ...Chapter 4 Call Center greetings 37 Call Center Telephone Administration Guide 10 Enter another greeting number and press OK to record another greeting or press to end the session CC greeting RETRY OK ...

Page 38: ...38 Chapter 4 Call Center greetings N0025637 01 ...

Page 39: ...n a line to be answered directly by a skillset For information about configuring lines refer to Configuring lines on page 29 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 Automat...

Page 40: ...n 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...

Page 41: ...0 seconds You can change the Break Time period to zero if an agent does not need a Break Time Delay Answer 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 a...

Page 42: ...l 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 Service Mode The service modes are Auto Day Night 24 Hour The default is 24 hour operation For more information about Ser...

Page 43: ... name the skillset name defaults to SKILLx where x is the skillset number as shown here 8 Enter the skillset name and press OK For how to enter characters on the dialpad refer to Using the dialpad on page 16 9 The skillset name is displayed Press NEXT 10 Enter the CDN of the skillset and press OK 11 Press NEXT 12 If you want to assign an MWI extension press CHNG or if you do not want to assign an ...

Page 44: ... time or press NEXT and go to step 22 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 21 Press NEXT 22 Press CHNG to assign an attendant to the skillset or press NEXT and go to step 25 23 Enter the extension number of the attendant set 24 Press NEXT 25 Press CHNG to use the alternate language prompts and press NEXT or press NEXT to...

Page 45: ...want EWT to be recalculated if it increases and the appropriate EWT greeting to be played The default is Y 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 Press CHNG if you want to change the default or press NEXT to...

Page 46: ...ight Routing Tables for Monday are shown Press NEXT 36 Repeat steps 28 through 33 to set up the Day and Night Routing Tables for the rest of the week 37 Press to end the session or repeat steps 4 through 36 to set up another skillset Mo xxxxa xxxxp CHNG 24HR NEXT Tu 24 hour CHNG NEXT ...

Page 47: ...age 58 set up the Day and Night Routing Tables using the procedures in Chapter 10 Routing table administration on page 127 To enable a skillset 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 enable and press OK 6 Press CHNG to change the status from disabled to enabled 7 ...

Page 48: ...isable a skillset 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 disable and press OK 6 Press CHNG to change the status from enabled to disabled 7 The display shows that the skillset is disabled 8 Press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST C...

Page 49: ...d or disabled You must disable the skillset before you make changes to it To disable the skillset Press CHNG and press NEXT to continue 7 Press PARM 8 Press CHNG if you want to change the name of the skillset or press NEXT and go to step 11 9 Enter the new skillset name and press OK For how to enter characters on the dialpad refer to Using the dialpad on page 16 10 Press NEXT 11 The skillset s CDN...

Page 50: ... time or press NEXT and go to step 24 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 22 Press NEXT 23 The display shows whether the skillset has an attendant extension assigned Press CHNG to change the attendant extension or press NEXT and go to step 27 24 Enter the attendant extension 25 Press NEXT 26 Press CHNG to change the p...

Page 51: ... select whether you want EWT to be recalculated if it increases and the appropriate EWT greeting to be played The default is Y If you do not want to change this setting 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 31 The display shows the Monday R...

Page 52: ...hod In this example the Routing Table has Day and Night Routing Table start times programmed 38 Press CHNG to change Day or Night Routing Table start times or press 24HR to use 24 Hour mode for Tuesday or press NEXT to continue 39 The display shows the Wednesday Routing Table method Continue to change the Routing Tables start times for each day of the week 40 Press to end the session Mo xxxxa xxxx...

Page 53: ... skillset See To configure lines for Call Center on page 30 3 Follow the procedure below to unconfigure the skillset 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 display shows whether the skillset is enabled or disabled You must disable the ski...

Page 54: ...54 Chapter 5 Setting up skillsets N0025637 01 11 This display appears momentarily 12 Press to end the session Skillset Unconfigured CC Admin AGENT SKILL OTHR ...

Page 55: ...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 ...

Page 56: ... skillset press or ﬂ for NEXT press for PREV to go to previous menu press to go to the next menu press to cancel the session 1 Press ﬁ 2 Press NEXT 3 The skillset mailbox number for skillset 1 is displayed If None appears the skillset is not configured Press NEXT to continue 4 The Message Waiting Indication MWI extension is displayed If there are messages in the skillset 1 mailbox MWI appears at t...

Page 57: ...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 interfac...

Page 58: ...ing the voice prompts Use the skillset mailbox number and the default password 3 This display appears briefly to indicate that you must change the password 4 Enter a new skillset mailbox password from four to eight digits long that does not start with zero Press OK or 5 Reenter the skillset mailbox password and press OK or 6 At the tone record the skillset mailbox name in the Company Directory Do ...

Page 59: ...rd and press OK or or 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 3 After you open the skillset mailbox the telephone display shows how many new and saved messages are in the mailbox 1 Press 2 Press or if you are at another extension enter the skillset mailbox num...

Page 60: ...pe 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 Call a telephone line that is answered by the Automated Attendant 2 Press during the Automated Attendant Menu prompt If you are in Europe or Australia p...

Page 61: ...hey can also access CallPilot and use it fraudulently or disrupt service Changing a skillset mailbox password You can change a skillset mailbox password at any time A password must be from four to eight digits long and cannot start with zero To change a skillset mailbox password 1 Press Follow the voice prompts or the display buttons to open the skillset mailbox 2 The skillset mailbox name appears...

Page 62: ...word and then press OK 2 Press OTHR 3 Press CC 4 Press SKILL 5 Enter the number of the skillset whose mailbox password you want to reset and press OK 6 The display shows whether the skillset is enabled or disabled Press NEXT if the skillset is disabled or press CHNG and then press next if the skillset is enabled 7 Press PARM 8 The display shows the name of the skillset mailbox Press NEXT 9 The dis...

Page 63: ...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 Pri...

Page 64: ...ress PRIME or to record the Primary greeting or press ALT or to record the Alternate greeting If you are changing a greeting the current greeting starts to play 6 If this is the first time you are recording a greeting this display appears briefly 7 Press YES or and record your greeting at the tone 8 Press OK or to end the recording 9 Press OK or to accept the recording or press PLAY or to listen t...

Page 65: ...e 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...

Page 66: ...mailboxes N0025637 01 6 If you choose the Alternate mailbox greeting you are asked whether the mailbox can accept messages Press CHNG or to toggle from yes to no or press OK or to accept 7 Press to end the session Accept msgs Y CHNG OK ...

Page 67: ...ver 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 Tha...

Page 68: ... end the session 1 Press Follow the voice prompts or the display button options on your telephone to open the skillset mailbox 2 The skillset mailbox name appears briefly 3 If you use the CallPilot interface Press to open the Greetings Options menu Go to step 4 If you use the Norstar Voice Mail interface Press ADMIN or Press GREET or Go to step 4 4 Press REC or 5 Press PERS or to choose a Personal...

Page 69: ...e 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 o...

Page 70: ...fer to the table Playing skillset mailbox messages Norstar Voice Mail on page 70 3 Press to end the session Playing skillset mailbox messages Norstar Voice Mail Option Button Available while playing Available after playing Description Back up or Rewinds the message three seconds and resumes playing it Copy ﬁ or COPY Sends a copy of the message to one or more mailboxes If you record an introduction...

Page 71: ...e continue playing the current message or skip to the next message Previous Stops playing the current message and plays the previous message Quit Stops playing the message and plays the Mailbox main menu options Replay or Replays the message from the beginning Replay Replays the last message Reply or REPLY Replies to a message Refer to Note 3 on page 72 The reply can be either a message to an inte...

Page 72: ... new and saved messages that you have 2 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 mailbox messages CallPilot 3 Press to end the session Playing skillset mailbox messages CallPilot Option Button Available during and after playing Description Skip Back Rewinds the message five seconds and resum...

Page 73: ...eve 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 Envelope Plays...

Page 74: ... Mail 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...

Page 75: ...ler 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 Press to play the current message 4 Press to call the caller or press to record and send a reply ...

Page 76: ... the message To reply to an external caller Norstar Voice Mail To reply to an external caller CallPilot 1 Press Follow the voice prompts or the display button options to open the skillset mailbox 2 Press PLAY or 3 After you listen to the message press REPLY or CallPilot dials the external number directly 1 Press Follow the voice prompts or the display button options to open the skillset mailbox 2 ...

Page 77: ...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 Ope...

Page 78: ...llset general parameters To correct a wrong extension number change the extension number to the Control DN of the skillset 1 Press Enter the Call Center Administrator mailbox number and password and then press OK 2 Press MBOX 3 Press CHNG 4 Enter the skillset mailbox number or press DIR to use the Company Directory 5 Press NEXT until you see this display Press CHNG 6 Press NEXT if you want to use ...

Page 79: ...r just urgent messages 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 Changing Off premise Message Notification on page 89 Note The restrictions that apply to your telephone line also apply to Off premise...

Page 80: ...sage Notification 4 Press PHONE or to choose a telephone number destination 5 Enter the destination telephone number and press OK or The destination telephone number is a maximum of 30 digits 6 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 cha...

Page 81: ...set up another destination number 14 Press NEXT or to accept the start time that you entered or press CHNG or to change the start time 15 Press NEXT or to accept the stop time that you entered or press CHNG or to change the stop time 16 Press OK or if you want to be notified when the skillset mailbox receives a new message or press CHNG or if you want to be notified only when the skillset mailbox ...

Page 82: ...essage Notification 4 Press EXT or to choose an extension as the destination 5 Enter the destination number and press OK or 6 Press OK or to accept the destination extension The x represents the extension 7 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 8 Press AM or or PM or 9 Press OK or to accept the...

Page 83: ...hat you entered or press CHNG or to change the start time 15 Press NEXT or to accept the stop time that you entered or press CHNG or to change the stop time 16 Press OK or if you want to be notified when the skillset mailbox receives a new message or press CHNG or if you want to be notified only when the skillset mailbox receives an urgent message 17 Press to end the session stop time RETRY AM PM ...

Page 84: ... 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 pr...

Page 85: ...lot 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 8 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 destin...

Page 86: ...oice Mail interface Press ADMIN or Press ﬂ to open the Off premise Message Notification menu Go to step 3 3 Press ADMIN or to set up Off premise Message Notification 4 Press PHONE or to choose a destination telephone number 5 Enter the destination telephone number and press OK or The destination telephone number cannot be longer than 30 digits 6 Press OK or to accept the destination telephone numb...

Page 87: ...ad or follow the voice prompts to add characters After you add special characters press OK or 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 press CHNG or to change the pager message The ...

Page 88: ... to accept the stop time that you entered or press CHNG or to change the stop time 23 Press OK or to be notified when the skillset mailbox receives a new message or press CHNG or to be notified only when the skillset mailbox receives an urgent message 24 Press to end the session Start start time CHNG NEXT Stop stop time CHNG NEXT Msg type new CHNG OK Msg notify ADMIN SELECT ...

Page 89: ... from a telephone to an extension pager or another telephone number page 91 from a pager to an extension or telephone page 93 from a telephone or extension to a pager page 95 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 Messa...

Page 90: ...stop time 8 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 9 Press to end the session Start start time CHNG NEXT Stop stop time CHNG NEXT Msg type new CHNG OK Msg notify...

Page 91: ... step 3 3 Press ADMIN or to set up Off premise Message Notification 4 Press CHNG or to change the destination 5 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 6 Enter the destination number and press OK or The destination telephone number cannot be longer than 30 digits 7 Press ...

Page 92: ...t time or press NEXT or to accept the start time 11 Press CHNG or to change the stop time or press NEXT or to accept the stop time 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 Press OK or 13 Press to end the session More dest YES NO Start start time CHNG NEXT Stop stop time CHNG NEXT Msg type new CH...

Page 93: ...lays shows the first destination type and destination number 4 Press CHNG or to change the destination type and the destination number 5 Choose the type of destination number press PHONE or to choose a telephone number destination or press EXT or to choose an extension destination 6 Enter the destination number you want to set up Off Premise Message Notification for x represents the destination nu...

Page 94: ...HNG or to change the stop time or press NEXT or to accept the stop time 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 Press OK or 12 Press to end the session Start start time CHNG NEXT Stop stop time CHNG NEXT Msg type new CHNG OK Msg notify ADMIN SELECT ...

Page 95: ...u Go to step 3 3 Press ADMIN or to change Off premise Message Notification The displays show a review of the first destination type and destination number 4 Press CHNG or to change the destination type and the destination number x represents the type of destination phone or extension 5 Press PAGER or to choose a pager number destination 6 Enter the pager number and press OK or to continue 7 Press ...

Page 96: ...ers for the pager telephone number and the pager message 9 The display shows notification is set up to a pager Press NEXT or to continue 10 Press YES if you want to set up another destination number or press NO if you do not want to set up another destination number 11 Press OK or if you want to be notified when the skillset mailbox receives a new message or press CHNG or if you want to be notifie...

Page 97: ... ADMIN or Press ﬂ to open the Off premise Message Notification menu Go to step 3 3 Press ADMIN or to set up Off premise Message Notification 4 Press OTHR if you want to delete the first destination or 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 5 Press DEL to delete the first de...

Page 98: ...age Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIN or Press ﬂ to open the Off premise Message Notification menu Go to step 3 3 Press ADMIN or to set up Off premise Message Notification 4 Press NEXT or to continue 5 Press YES or to set up another destination number 6 Press SETUP or to set up another destination number and follow the steps in To set up Off pre...

Page 99: ...llset mailbox 2 If you use the CallPilot interface Press ﬁ to open the Mailbox Tools Press NOTIF or to open the Off premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface Press ADMIN or Press ﬂ to open the Off premise Message Notification menu Go to step 3 3 Press SELECT or to set up Off premise Message Notification 4 Press CHNG or to turn Off premise Message No...

Page 100: ...100 Chapter 7 Off premise Message Notification N0025637 01 ...

Page 101: ...ent12 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 Supervisor 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 betwe...

Page 102: ...onto the Spanish skillset and a priority of 6 when they are logged onto the German skillset Activity Codes 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 ...

Page 103: ...r status 11 Press NEXT if you do not want calls to be force delivered to the agent or press CHNG and then NEXT if you want calls to be force delivered to the agent 12 Press OK to accept BUSY Make Agent Busy as the Missed Call option or press LOGOUT to select Automatic Logout and press OK 13 Press OK if you want prompting for Activity codes to be optional or press PRMPT if you want agents to be pro...

Page 104: ...nd 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 want to change and press OK If you do not know the agent s ID number press DIR to search the directory 7 Press RESET if you want to reset the agent s password or press NEXT 8 Press CHNG if you want to change the agent s name or press NEXT and go to step 10 9 Enter the new agent s...

Page 105: ...13 Press NEXT if you do not want calls to be force delivered to the agent or press CHNG and then NEXT if you want calls to be force delivered to the agent 14 Press OK to accept BUSY Make Agent Busy as the Missed Call Option or press LOGOUT to select Automatic Logout and press OK 15 Press OK if you want prompting for Activity codes to be optional or press PRMPT if you want agents to be prompted and...

Page 106: ... give the agent supervisor status 12 Press NEXT if you do not want calls to be force delivered to the agent or press CHNG and then NEXT if you want calls to be force delivered to the agent 13 Press OK to accept BUSY Make Agent Busy as the Missed Call option or press LOGOUT to select Automatic Logout and press OK 14 Press OK if you want prompting for Activity codes to be optional or press PRMPT if ...

Page 107: ... to it For how to disable a skillset refer to Disabling a skillset on page 48 Press NEXT to continue 7 Press AGENT 8 Press ADD 9 Press INDIV 10 Enter the ID number of the agent you want to assign and press OK or press DIR to search the directory 11 The display shows the agent s name Press NEXT 12 If you use Enhanced Call Center this display appears that lets you assign dynamic to the agent Press O...

Page 108: ...ou want to assign several agents to and press OK 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 7 Press AGENT 8 Press ADD 9 Press RANGE 10 Enter the ID number of the first agent you want to assign and press OK 11 Enter the ID num...

Page 109: ...s 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 remove an agent from and press OK 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 p...

Page 110: ... the skillset you want to view and press OK 6 The display shows whether the skillset is enabled or disabled Press NEXT to continue 7 Press AGENT 8 Press VIEW 9 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 10 Press to end the session xxxx DEL QUIT Agent deleted Log QUIT RETRY OK Admin MBOX AA OTHR Ad...

Page 111: ...ord and then press OK 2 Press OTHR 3 Press CC 4 Press AGENT 5 Press This option does not appear as a display button option 6 Enter the agent s ID number and press OK 7 The agent s name is displayed Press OUT 8 Press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTH Agent Admin ADD DEL CHNG Agent ID OK xxxx OUT QUIT ...

Page 112: ...CC 4 Press AGENT 5 Press DEL 6 Enter the agent s ID number and press OK or press DIR to search the directory 7 The agent s name is displayed Press DEL 8 The display shows the agent is deleted 9 Press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Agent Admin ADD DEL CHNG Agent ID DIR RETRY OK xxxx DEL QUIT Agent deleted ...

Page 113: ...HR 3 Press CC 4 Press AGENT 5 Press CHNG 6 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 7 Press RESET to reset the agent s password 8 Press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Agent Admin ADD DEL CHNG Agent ID DIR RETRY OK Login Pswd RESET ...

Page 114: ...114 Chapter 8 Setting up agents N0025637 01 ...

Page 115: ...tion 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...

Page 116: ...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 e...

Page 117: ...s 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 Conditions Action Explanation Day 02 30 Overflow 2 3 This Intelligent Overflow Routing rule app...

Page 118: ...sage 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 acti...

Page 119: ... 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 ma...

Page 120: ...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...

Page 121: ...tor 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 00 10 Overflow 2 3 4 The ca...

Page 122: ... apply to Day Night or 24 Hour mode Day is the default 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 13 Enter the time that a ...

Page 123: ...re 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 15 Enter the information about where you want to overflow calls and press OK The appearance of this display depends on what kind of overflow you choose 16 Press YES if you want to change or view another Overflow rule or press NO to return to th...

Page 124: ...NG 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 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 13 Press CHANGE if you want to change the time of the Overflow rule or press NEXT to continue If you do not have a time set fo...

Page 125: ...the information displayed or press MORE to view more information about the rule or press NEXT to continue 16 Press CHANGE if you want to change the priority of the Overflow rule or press NEXT to continue If you do not have a priority setting configured this display does not appear 17 Press Yes if you want to change or view another Overflow rule or press no to return to the Overflow rules display s...

Page 126: ...GLE 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 12 Press YES to erase all the overflow rules for the skillset and go to step 15 13 Enter the number of the rule you want to delete and press OK 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 ...

Page 127: ... add to a routing table is 20 You can record the routing table steps you create in Routing Tables on page 178 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 ski...

Page 128: ...hat 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 ...

Page 129: ...he maximum distribution time is 59 minutes and 59 seconds The default distribution time is 30 seconds Goto A Goto step is the last step in a routing table A Goto step moves the caller to an earlier routing step For example if a Goto step points to step 1 the call goes back to step 1 and repeats the steps The steps are repeated until an agent becomes available or the caller decides to leave a messa...

Page 130: ...all 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 Intelligent Caller Input Routing Basic Xfer While the greeting plays calle...

Page 131: ...Press NEXT to continue 8 Press OTHR 9 Press ROUTE 10 Press DAY or NIGHT In this example Day is shown 11 Press SETUP 12 Press GRTG 13 Press NORMAL 14 Enter the number of the greeting you want to use and press OK 15 Press OK Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset RETRY QUIT OK Status xxxxxx CHNG NEXT Skill mbox pswd RESET NEXT Skillset Admin PARM A...

Page 132: ...ou want to assign for the Automated Attendant and press OK 19 Press 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 21 Enter the ...

Page 133: ...p 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 27 Enter the key you want to assign for the CCR Tree and press OK 28 Press NEXT 29 Enter the number of the CCR Tree you want callers to transfer to...

Page 134: ...ess DAY or NIGHT In this example Day is shown 11 Press SETUP 12 Press DIST 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 14 Enter the hold time and press OK 15 Press OK 16 Press YES to add another step or press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset R...

Page 135: ... Press NEXT 7 Press NEXT to continue 8 Press OTHR 9 Press ROUTE 10 Press DAY or NIGHT In this example Day is shown 11 Press SETUP 12 Press OTHR 13 Press GOTO 14 Press CHNG until the step is displayed that you want the call to go to and press OK or press OK to accept the step that is shown 15 This display appears After you add a Goto step you cannot add more steps to the table 16 Press to end the s...

Page 136: ...ng step to and press OK 6 If the skillset is enabled press CHNG to disable it Press NEXT 7 Press NEXT to continue 8 Press OTHR 9 Press ROUTE 10 Press DAY or NIGHT In this example Day is shown 11 Press SETUP 12 Press OTHR 13 Press XFER Goto appears only if this is not the first step Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset RETRY QUIT OK Status xxxxx...

Page 137: ...ool 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...

Page 138: ...isconnect step to and press OK 6 If the skillset is enabled press CHNG to disable it Press NEXT 7 Press NEXT to continue 8 Press OTHR 9 Press ROUTE 10 Press DAY or NIGHT In this example Day is shown 11 Press SETUP 12 Press OTHR 13 Press DISC 14 Press OK 15 Press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset RETRY QUIT OK Status xxxxxx...

Page 139: ...ting Basic with defaults 4 Distribute for Accept default distribute for 00 30 thirty seconds 5 Greeting Greeting 3 please wait greeting Not forced play Intelligent Call Input Routing Basic with operator default 6 Goto Routing Table step 2 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 skillse...

Page 140: ...nt to use and press OK 27 Press OK 28 Press XFER 29 Press NEXT 30 Press NEXT 31 Press NEXT Route Table DAY NIGHT QUIT Day routing SETUP QUIT Greeting type EWT NORMAL Step 1 DIST GRTG OTHR CC greeting x RETRY OK CC greeting x RETRY PLAY OK Type Force Norm XFER OK Type Norm Force XFER OK Another step YES QUIT Step 2 DIST GRTG OTHR Dist time 00 30 CHNG OK Dist time mmss RETRY OK Dist time 01 00 CHNG ...

Page 141: ...ress OTHR 53 Press GOTO CCR Key 2 Tr 1 CHNG DISABL OK Type Norm Xfer Force XFER OK Another step YES QUIT Step 4 DIST GRTG OTHR Dist time 00 30 CHNG OK Another step YES QUIT Step 5 DIST GRTG OTHR Greeting type EWT NORMAL CC greeting RETRY OK CC greeting 3 RETRY PLAY OK Type Norm Force XFER OK AA Key 1 CHNG DISABL NEXT AA Key disable CHNG NEXT Oper Key 0 CHNG DISABL NEXT Mbox Key 9 CHNG DISABL NEXT ...

Page 142: ...142 Chapter 10 Routing table administration N0025637 01 54 Press CHNG 55 Press OK 56 Press to end the session Goto Step 1 CHNG OK Goto Step 2 CHNG OK Table complete ...

Page 143: ...re no parameters for the Disconnect option 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 set up and press OK 6 If the skillset is enabled press CHNG to disable it Press NEXT 7 Press NEXT to continue 8 Press NEXT to continue 9 Press OTHR 10 Press ROUTE 11 Press NIGHT 12 P...

Page 144: ...THR 25 Press DISC 26 Press OK 27 Press to end the session Greeting type EWT NORMAL Step 1 DIST GRTG OTHR CC greeting x RETRY OK CC greeting x RETRY PLAY OK Type Norm Force XFER 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 Type Norm Xfer Force XFER OK Another step YES QUIT Step 2 DIST GRTG OTHR Step 2 DISC XFER GOTO Disconnect OK...

Page 145: ... Table on page 147 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 review and press OK 6 Press NEXT 7 Press NEXT to continue 8 Press OTHR 9 Press ROUTE 10 Press DAY or NIGHT In this example Day is shown 11 Press VIEW 12 Press NEXT to view each remaining step 13 This displa...

Page 146: ...he display shows the first step in the routing table 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 13 Change the parameters for the step and press OK 14 The display shows the new parameters for the step Press NEXT to view or change the next step or press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Admin GL...

Page 147: ...ss NEXT 7 Press NEXT to continue 8 Press OTHR 9 Press ROUTE 10 Press DAY or NIGHT In this example Day is shown 11 Press ERASE 12 Press YES 13 This display appears briefly 14 Press SETUP if you want to create a new routing table or press to end the session Log QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset RETRY QUIT OK Status xxxxxx CHNG NEXT Skill mbox pswd...

Page 148: ...Table Night 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 24 Hour The skillset uses the Day Routing Table only You must configure the Day Routing Table for 24 hour operation to use this Service Mode Uninit The skillset is not configured You must configure the...

Page 149: ...Mode or press NEXT if you have a Day Routing Table for skillset 2 5 The display shows the Service Mode for skillset 2 In this example skillset 2 is in Day mode Press CHNG if you want to change the Service Mode to 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 Aut...

Page 150: ...150 Chapter 10 Routing table administration N0025637 01 ...

Page 151: ...en 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 We recommend you program a memory butto...

Page 152: ...tor to set up Silent Monitor 1 Under Featr settings press The display shows Backgrnd Music N 2 Press until the display shows Silent Monitor Y 3 Press CHANGE to select Y or N 4 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 i...

Page 153: ... 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 o...

Page 154: ...umber of calls waiting in the skillset 1 wait 9 45 the skillset number and the longest time a call has been waiting in the skillset On a one line display telephone press On a two line display telephone press To or GOTO enter the number of the skillset you want to monitor or SKILL go to the next skillset or ﬂ or ﬂ or NEXT monitor the next enabled skillset or PREV go to the previous menu go to the n...

Page 155: ...o previous menu press to go to the next menu press to cancel the session 1 Press 2 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 3 The display shows the number ...

Page 156: ...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 ring...

Page 157: ...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 ...

Page 158: ...killset is automatically selected 6 Press OK 7 You are logged off from the skillset number displayed or from all skillsets if ALL is displayed 8 Press Changing your password Keep your password confidential Change your password regularly about every 30 days 1 Press 2 Enter your Agent or Supervisor ID number and press OK 3 Enter your password and press OK The default password you enter to log on for...

Page 159: ...scalated 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 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 se...

Page 160: ...or 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 assign...

Page 161: ...y pressing ﬂ or the F906 memory button on your telephone 2 The display shows the ID of the agent who is requesting help Press YES to accept the agent request for help 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 3 The display shows the ID of the agent you are helping While you monitor the agent y...

Page 162: ...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 For a missed...

Page 163: ...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 gre...

Page 164: ...g 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 Intellig...

Page 165: ... 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 a skillset on page 39 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 rese...

Page 166: ... 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 skillse...

Page 167: ...orgotten 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 To reset refer to the Operator password page 167 the Call Center Administrator password page 32 a skillset mailbox password page 62 an agent password page 113 1 Press ﬁ 2 Press In this example xxx represents the CDN for skillset 1...

Page 168: ...ll 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 voic...

Page 169: ...er 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 ...

Page 170: ...able 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 t...

Page 171: ... General Call Center parameters 172 Record agent ID agent name Priority supervisor status and skillset for each agent Call Center agents 175 Record Control DN skillset name MWI ext Method Break Time and Delay Answer time limit Call Center skillsets 174 Record agents assigned to the skillsets Skillset assignments 176 Record the skillset mailbox name skillset mailbox number MWI extension and skillse...

Page 172: ...g off ____ ____ Supervise agents ﬁ ____ ____ Not Ready ____ ____ Return to skillset on No Answer ____ ____ Voicemail DN ﬁ ____ ____ Operator status ____ ____ 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 ...

Page 173: ...word 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 ___ Auto Manual Day Night Skillset Number ___ Auto Manual Day Night These settings are usually changed by the receptionist or Operator on a daily basis ...

Page 174: ...erred 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 Cal...

Page 175: ...ramming 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 Missedcall option Busy or Logout Priority ...

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

Page 177: ...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 ...

Page 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 ...

Page 179: ...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 ...

Page 180: ...180 Chapter 14 Call Center Programming Record N0025637 01 ...

Page 181: ...arget 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 An...

Page 182: ...red 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...

Page 183: ...sabled 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 Inpu...

Page 184: ... 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...

Page 185: ...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 ...

Page 186: ...186 Glossary N0025637 01 ...

Page 187: ...ailboxes 10 number of skillsets 10 number of supervisors 10 number of voice ports 10 steps per Routing Table 10 telephone administration 10 Call Center Reporting 10 Call Forward on Busy 169 Call Park 168 Call Pickup 168 Call Transfer 168 Caller Directed Transfer 11 Caller ID 72 CallPilot mailbox interface 57 CallPilot Manager 10 CFB 169 CFNA 169 Changing skillset mailbox password 61 Channels reser...

Page 188: ...oicemail DN F985 20 Forced Play greetings 130 164 Formula for waiting calls 165 Forwarding a message 73 G Greeting step Fax Detection 128 Greetings maximum number 10 Greetings call center examples 35 Forced Play 130 Greeting parameters in Routing Table 130 Greeting step in Routing Table 129 recording 36 Routing Table parameters 164 tips 163 types 35 Greetings skillset mailbox example 63 67 H Highe...

Page 189: ...4 about 77 changing parameters 89 destination number character limit 85 87 96 destination pager number and message character limit 84 feature restrictions 79 setting up to a pager number 84 to a telephone number 80 to an extension number 82 to wrong destination 77 Off premise Message Notification parameters destination telephone number 79 destination type 79 time range 79 types of message 79 Openi...

Page 190: ...Monitor 151 Skillset 24 Hour Service mode 115 Day mode 115 default mode 115 disabling 48 how lines are answered 39 maximum greeting length 165 maximum Routing Tables 10 name 185 night mode 115 problems changing general parameters 170 properties 40 Service Mode 115 start and end times 10 11 Skillset mailbox about 55 changing password 61 checking for messages 69 Class of Service 55 determining MWI e...

Page 191: ...inistration 163 Call Center general parameters 164 recording call center greetings 163 Routing Table administration 164 skillset administration 163 skillset mailbox 164 166 Transfer 168 Transfer Allowed enabled 130 Troubleshooting agent log in problems 168 cannot change the Call Center Skillset Parameters 170 Two line display using 15 V Voice channels 26 164 Voice ports maximum number 10 ...

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