Nortel Call Pilot 150 Instructions Manual

Chapter 8  Setting up agents    101
CallPilot 150 Basic Call Center Telephone Administration Guide
Deleting an agent
1Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and password,
and then press OK
.
2Press OTHR
.
3Press CC
.
4Press AGENT
.
5Press DEL
.
6Enter the agent’s ID number and press OK
or
press DIR
 to search the directory.
7The agent’s name is displayed.
Press DEL
.
8The display shows the agent is deleted.
9Press ® to end the session.
Log:
QUIT        RETRY        OK
Admin
MBOX...

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Resetting an agent password
1Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and 
password,
and then press OK
.
2Press OTHR
.
3Press CC
.
4Press AGENT
.
5Press CHNG
.
6Enter the ID number of the agent you want to change and press OK
.
If you do not know the agent’s ID number press DI R
 to search the 
directory.
7Press RESET
 to reset the agent’s password.
8Press ® to end the session.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA...

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CallPilot 150 Basic Call Center Telephone Administration Guide
Chapter 9
Routing table administration
Routing tables determine how the system answers, holds and routes incoming calls to agents in 
your call center. You set up routing tables to handle incoming calls for each skillset. A call in a 
skillset receives the treatment specified by the routing table. The treatment can be a combination of 
greetings, transfers, and being on hold. If an agent becomes available, the call is sent to the...

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Fax Detection
Call Center can detect fax calls and route them to a skillset mailbox. If you want Call Center to 
detect incoming faxes, you must make your first routing table step:
a Greeting step
with Forced Play
without a transfer
with a greeting that is a minimum of 11 seconds long
Fax Detection applies only if a fax machine is attempting to transmit a fax at the start of a greeting. 
If a fax transmission starts several seconds after the...

Chapter 9  Routing table administration    105
CallPilot 150 Basic Call Center Telephone Administration Guide
About types of Routing Table steps
You can add these types of steps to routing tables:
GreetingA Greeting step plays a greeting to callers waiting in a skillset. You assign 
greeting parameters to each greeting. After the greeting plays, the call goes 
to the next routing step. If there is no next step, the call ends.
Distribute forDuring a distribute for step, calls wait to be distributed to...

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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 30.
Greeting step parameters
You can assign these parameters to greeting steps. If the first step in a routing table is a Greeting 
step, it can detect fax calls and route them to the skillset mailbox for...

Chapter 9  Routing table administration    107
CallPilot 150 Basic Call Center Telephone Administration Guide
To add a Greeting step
1Press ≤·°‹.
Enter the Call Center Administrator mailbox number and 
password, and then press OK
.
2Press OTHR
.
3Press CC
.
4Press SKILL
.
5Enter the number of the skillset you want to add a Greeting step to 
and press OK
.
6If the skillset is enabled, press CHNG
 to disable it.
Press NEXT
.
7Press ROUTE
.
8Press DAY
 or NIGHT.
In this example, Day is shown.
9Press  SETUP...

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14The display shows the default key for the Automated Attendant.
Press CHNG
 if you want to change the key that callers press to reach 
the Automated Attendant
or
press DISABL
 if you do not want callers to be able to press a key to 
reach the Automated Attendant, press NEXT
 and go to step 17
or
press NEXT
 to accept the default key and go to step 17.
15Enter the key you want to assign for the Automated Attendant and 
press OK
.
16Press NEXT
....

Chapter 9  Routing table administration    109
CallPilot 150 Basic Call Center Telephone Administration Guide
If you want to continue to add steps to the table:
To add a Distribute for step, start at step 10 of “Adding a Distribute for step” on page 110.
To add a Goto for step, start at step 10 of “Adding a Goto step” on page 111.
To add a Transfer step, start at step 10 of “Adding a Transfer step” on page 112.
To add a Disconnect step, start at step 10 of “Adding a Disconnect step” on page 114....

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Adding a Distribute for step
Distribute for steps put callers on hold while they wait for an agent.
1Press 
≤·°‹.
Enter the Call Center Administrator mailbox number and 
password, and then press OK
.
2Press OTHR
.
3Press CC
.
4Press SKILL
.
5Enter the number of the skillset you want to add a Distribute step to 
and press OK
.
6If the skillset is enabled, press CHNG
 to disable it.
Press NEXT
.
7Press ROUTE
.
8Press DAY
 or NIGHT.
In this example,...