Nortel Call Pilot 150 Instructions Manual
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Part No. P0945709 03 CallPilot 150 Basic Call Center Telephone Administration Guide
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2 P0945709 03 Call Center Telephone Administration Guide Copyright © 2002 Nortel Networks All rights reserved. 2002. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document...
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Contents 3 CallPilot 150 Basic Call Center Telephone Administration Guide Contents Chapter 1 About Basic Call Center for CallPilot 150 . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 What Basic Call Center includes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 How to get help . . . . . . . . . . . . . . . . . . . . . . . . . ....
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4 Contents P0945709 03 Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Setting up a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....
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Contents 5 CallPilot 150 Basic Call Center Telephone Administration Guide Chapter 8 Setting up agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Adding an agent . . . . . . . . . . . . . . . . . . ....
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6 Contents P0945709 03 Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 Call Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 129 Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Chapter 12 Troubleshooting Call...
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7 CallPilot 150 Basic Call Center Telephone Administration Guide Chapter 1 About Basic Call Center for CallPilot 150 This guide leads a Call Center Administrator through setting up and operating Basic Call Center on a CallPilot 150 system. You can program Basic Call Center using any two-line display telephone on your telephone system. You can also use the web-based CallPilot Manager to set up and operate Basic Call Center. Call Center is an application that handles incoming calls as efficiently and...
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8 Chapter 1 About Basic Call Center for CallPilot 150 P0945709 03 What Basic Call Center includes Related documents For more information about Call Center refer to the: • Nortel Networks Call Center Set Up and Operation Guide •Nortel Networks Call Center Agent Guide Nortel Networks Call Center Supervisor Guide Nortel Networks Call Center Reporting Set Up and Operation Guide For information about setting up CallPilot refer to the: CallPilot Manager Set Up and Operation Guide CallPilot 150...
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Chapter 1 About Basic Call Center for CallPilot 150 9 CallPilot 150 Basic Call Center Telephone Administration Guide How to get help USA and Canada Authorized Distributors - ITAS Technical Support Telephone: 1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#. Website: http://www.nortelnetworks.com/itas/ email: [email protected]...
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10 Chapter 1 About Basic Call Center for CallPilot 150 P0945709 03