Nortel Call Pilot 150 Instructions Manual

Chapter 11  Tips for operating Call Center    129
CallPilot 150 Basic Call Center Telephone Administration Guide
How to calculate the longest time a caller can be on hold
The formula used to calculate the longest wait time a caller can be on hold without hearing a 
greeting is:
where:
wait time is the longest time in seconds that a caller can be on hold without hearing a greeting
maximum calls is the maximum number of calls that Call Center can normally handle
—In a call center where external calls are...

130    Chapter 11  Tips for operating Call Center
P0945709 03
Tips to improve the efficiency of Call Center
Plan for busy times:
when you assign agents to the skillsets, assign as many qualified agents as possible to answer 
calls for the skillsets
have more agents log on to a skillset when it gets busy
Plan for slow times:
for example, if agents are logged on to skillset 1 only, ensure that incoming calls to skillset 2 
overflow to skillset 1. When you set up skillset parameters for skillset 2,...

131
CallPilot 150 Basic Call Center Telephone Administration Guide
Chapter 12
Troubleshooting Call Center
This chapter contains troubleshooting information for problems that can occur while setting up and 
operating Call Center.
Resetting passwords
You can reset passwords if they are lost or forgotten.
Resetting the Operator password
You can reset the Operator (≤·°¤) password if it is lost or forgotten.
≤·°¤ is used by the receptionist, Operator and Call Center Administrator.
If you reset the Operator...

132    Chapter 12  Troubleshooting Call Center
P0945709 03
Agent problems
Agent log on problems
If an agent cannot log on at their telephone:
ensure the agent ID and password match
check to see if the agent is already logged  on to a different telephone
check to see if a different agent is logged  on to this telephone
Features that logged on agents must not use
Agents logged on to a skillset must not use theses features:
Call Park
Instead of using Call Park, agents can transfer a call to another agent...

Chapter 12  Troubleshooting Call Center    133
CallPilot 150 Basic Call Center Telephone Administration Guide
Restrictions for using Call Forward No Answer
When an agent’s telephone is on Call Forward No Answer to the voicemail extension, the number 
of rings for Call Forward No Answer must be greater than the number of rings for Transfer 
Callback Timeout.
Agents can use Call Forward All Calls, Call Forward No Answer and Call Forward on Busy only 
to the voicemail extension.
Restrictions for using Call...

134    Chapter 12  Troubleshooting Call Center
P0945709 03
Skillset problems
Problems changing skillset properties
If you cannot change a skillset’s properties, there are two possible reasons:
The call center skillset is enabled.
You must disable 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 46 for how to determine a skillset’s 
extension number. The extension number...

135
CallPilot 150 Basic Call Center Telephone Administration Guide
Chapter 13
Call Center Programming Record
For this programming task see on page
Record the Feature Codes used by Call CenterFeature Codes 136
Record the line information for lines answered by Call CenterLine answering 142
Record the Operator and Business Status settingsOperator/Business Status 136
Record the number of reserved channels and the Primary and 
Secondary Aler t timesGeneral Call Center 
parameters 136
Record agent ID, agent...

136    Chapter 13  Call Center Programming Record
P0945709 03
Feature Codes
General Call Center parameters
Operator/Business Status
Feature code name Dialpad buttons Custom Feature Code
Display Waiting Calls
≤·‚· ≤ ·  ____  ____
Open Mailbox≤·°⁄ ≤ ·  ____  ____
Log on/Log off≤·‚› ≤ ·  ____  ____
Not Ready≤·‚° ≤ ·  ____  ____
Return to skillset on No Answer≤ ·  ____  ____
Voicemail DN≤·°fi ≤ ·  ____  ____
Operator status≤·°¤ ≤ ·  ____  ____
Number of Reserved channels
Primary alert time limit in mm:ss...

Chapter 13  Call Center Programming Record    137
CallPilot 150 Basic Call Center Telephone Administration Guide
Call Center skillsets
Skillset 
parameterRules Default Skillset #
Skillset name Maximum 16 characters SKILLn
Control DN (CDN)Extension cannot be used by 
another telephone or peripheral
MWI extension
Method Least Busy or Preferred Least Busy
Break TimeEnter as mm:ss
minimum: 00 min 00 sec
maximum: 59 min, 59 sec 00:30
Delay answerEnter as mm:ss
minimum: 00 min 01 sec
maximum: 10 min 00 sec...

138    Chapter 13  Call Center Programming Record
P0945709 03
Call Center agents
Agent 
IDAgent name Supervisor 
status
(y or n)Name and # of 
skillsets agent is 
assigned toAuto 
answer
(y or n)Missed call 
option 
(Busy or 
Logout)Priority