Nortel Call Pilot 150 Instructions Manual

Chapter 9  Routing table administration    121
CallPilot 150 Basic Call Center Telephone Administration Guide
Modifying Routing Table steps
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 modify a step for 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...

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Erasing a Routing Table
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 delete a routing table 
from 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  ERASE
.
10Press YES
.
11This display appears...

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CallPilot 150 Basic Call Center Telephone Administration Guide
Setting the Service Modes for skillsets
You must set the Service Mode the skillset uses so that calls are answered correctly. You must set 
the Service Mode using ≤·°¤ before calls are answered correctly.
Before you set the Service Mode you must:
configure a skillset
set up at least a Day Routing Table for the skillset
The default Call Center Service Mode is 24 hour operation. You can change...

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4The display shows the Service Mode for skillset 1.
In this example, skillset 1 is in Auto mode.
Press CHNG
 if you want to change the Service Mode to Day or Night
or
press VIEW
 if you want to view the details for the Service Mode
or
press NEXT
 if you have a Day Routing Table for skillset 2.
5The 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...

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Chapter 10
Monitoring call activity
There are two ways that you and supervisors can monitor call activity at your call center.
You can monitor call activity by viewing memory buttons that you program with 
≤·‚·(Display Waiting Calls, Skillset Status) and ≤·‚› (Log on/Log off, 
Monitor Skillsets). For more information on this method of monitoring, refer to “Primary and 
Secondary alert times” on page 20.
You can also use ≤·‚· to monitor...

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Using Display Waiting Calls to monitor call activity
In the example shown here, there are calls waiting in skillset 1. In this situation, after you monitor 
the skillsets, you can ask any qualified and available agents from another skillset to log on to 
skillset 1 until the calls in skillset 1 are handled.
To monitor call activity in a skillset
To monitor calls using a one or two line telephone
You can monitor calls using a one line telephone....

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CallPilot 150 Basic Call Center Telephone Administration Guide
Chapter 11
Tips for operating Call Center
This chapter has tips on improving the operation of Call Center.
Agent administration
Agents can log on to any telephone on the system.
Call Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an 
abandoned agent set. If an agent does not answer a call within a specified number of rings, the 
call returns to the skillset to be presented to another agent, and...

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Routing Table administration
Use Forced Play greetings sparingly. If you use Forced greetings, keep them as short as 
possible. Many long Forced Play greetings slows transferring calls to agents and causes 
unpredictable increases in distribution times. Calls in other skillsets are not affected.
When a Forced Play greeting plays for the highest priority call in a skillset, the other lower 
priority calls in the skillset have to wait even if...