Nortel Call Pilot 150 Instructions Manual
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11 CallPilot 150 Basic Call Center Telephone Administration Guide Chapter 2 About Call Center telephone administration Setting up Basic Call Center with a two line display telephone You cannot use a single line display telephone to set up and administer Basic Call Center. You must use a two line display telephone. Two line display telephones show Call Center commands and options. A two line display can show up to three display options at once. In some instances, an option does not have a corresponding...
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12 Chapter 2 About Call Center telephone administration P0945709 03 Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters. Each button represents a number and letters of the alphabet. Numbers and letters on the dialpad. The display can show up to 16 characters. Whether the prompt remains on the display depends on the type of prompt that is displayed. The prompt disappears for these command line prompts: Name: Log: Dest ph: To enter a characterpress the...
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Chapter 2 About Call Center telephone administration 13 CallPilot 150 Basic Call Center Telephone Administration Guide Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad. About telephone buttons This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use. You can enter ≤, ƒ or ƒ and the code to use a feature. For example, press ≤·°⁄...
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14 Chapter 2 About Call Center telephone administration P0945709 03 Feature codes You use Feature Codes to perform Call Center functions on your telephone. Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call Center can also use custom Feature Codes. If the default Feature Codes are used by another application, your system automatically assigns custom Feature Codes. If your System Administrator has assigned custom Feature Codes, you can use the table...
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Chapter 2 About Call Center telephone administration 15 CallPilot 150 Basic Call Center Telephone Administration Guide Programming a memory button with a Feature Code Each Feature Code can be programmed to a memory button. We recommend that you use memory buttons with indicators to program the Feature Codes. A memory button indicator is the triangle next to a memory button. You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready status of agents. For...
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16 Chapter 2 About Call Center telephone administration P0945709 03 Feature Codes used by the Call Center Administrator Use this Feature Code To... Open Mailbox ≤ ·°⁄ open skillset mailboxes record skillset mailbox greetings listen to messages in the skillset mailbox Operator Settings ≤ ·°¤ set or change the operator extension indicate whether the operator is available select the day and night service modes for skillsets change the password for Operator Settings For more information on using...
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Chapter 2 About Call Center telephone administration 17 CallPilot 150 Basic Call Center Telephone Administration Guide Feature Codes used by Call Center agents and supervisors If you have Custom Feature Codes, record them in the table “Feature Codes” on page 136. Agent Feature Codes For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent Guide. For more information on Feature Codes used by supervisors, refer to the “Feature Codes used by the Call Center...
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18 Chapter 2 About Call Center telephone administration P0945709 03
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19 CallPilot 150 Basic Call Center Telephone Administration Guide Chapter 3 Call Center general properties To set the Call Center general properties you: set the Primary and Secondary alert times set the number of Reserved channels configure the lines to be answered by Call Center set the line answering status If you do not have Call Center as your primary application, you must enable the Call Center software authorization code. You can also change the Call Center Administrator password if you lose...
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20 Chapter 3 Call Center general properties P0945709 03 Setting Call Center general properties When you set up Call Center you must assign values for the general properties. The general Call Center properties are: Primary and Secondary alert times Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be greater than the Primary alert time. You can have Primary and Secondary alerts for all the calls in the call center, or for just the calls waiting in skillsets...