Nortel Call Pilot 150 Instructions Manual

							91
CallPilot 150 Basic Call Center Telephone Administration Guide
Chapter 8
Setting up agents
Agents handle the calls in your call center. Supervisors are agents with additional capabilities. 
Supervisors can change their own password and monitor calls between agents and callers. You can 
record your agent programming in the table “Call Center agents” on page 138.
About adding agents
Basic Call Center includes 20 agents. This is the maximum number of agents you can have for 
Basic Call Center. For more information about Call Center agents, refer to the Nortel Networks 
Call Center Agent Guide.
Agent properties
Agent IDEach agent is assigned a unique ID number. Call Center assigns the lowest 
available ID number. Statistics are collected and reported for each ID 
number. For more information on statistics, refer to “Monitoring call activity” 
on page 125 and refer to the Nortel Networks Call Center Repor ting Set Up 
and Operation Guide.
NameThe agent name can be a maximum of 13 characters. If you do not enter a 
name, a default agent name appears as the word Agent and the ID number, 
for example, Agent12. Do not create agent names that have the same first 
seven characters. If you use Call Center Reporting, it truncates the agent 
name after the first seven characters and your agent names appear 
identical.
SupervisorSuper indicates that an agent has supervisor status . A supervisor is an 
agent with supervisor status. A supervisor has additional capabilities, such 
as the ability to monitor calls between agents and callers.  Supervisors can 
monitor incoming calls only. Supervisors cannot monitor outgoing calls.
Automatic answerAutomatic Answer is optional. Select Automatic Answer if you want to 
force-deliver calls to an agent.
If Automatic Answer is enabled, the agent hears a tone that indicates that a 
call is delivered. The agent is automatically in the handsfree mode. It is 
important that agents use the Not Ready feature when they are not 
available to receive calls.
If Automatic Answer is not enabled, calls ring at the agents telephone and 
the agent must answer calls manually. 
						

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Adding an agent
Missed Call OptionThe Missed Call Option controls how a call is treated if an agent does not 
answer the call. Busy assigns an agents telephone to respond as it does 
with the Not Ready feature enabled. Logout automatically logs an agent out 
of their skillset if they do not answer a call.
The default is Busy, which returns the call to the skillset.
Agent priorityWhen you add agents to Call Center you assign them a priority that 
represents their level of qualification. The priority can be used to determine 
which of your agents receives an incoming call. The agent priority ranges 
from 1 to 20. 1 is the highest agent priority for the most qualified agents. 
The default value is 10.
1Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and 
password,
and then press OK
.
2Press OTHR
.
3Press CC
.
4Press AGENT
.
5Press ADD
.
6The first available agent number is shown.
Press OK
.
7Enter the agent’s name and press OK
.
8Press CHNG
 if you want to change the agent’s priority
or
press NEXT
 and go to step 14.
9Enter a priority from 1 to 20 for the agent and press OK
.
1 is the highest priority.
10Press NEXT
 to keep the agent at agent status
or
press CHNG
 and then NEXT to give the agent supervisor status.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA         OTHR
Admin
GLIST       CCR            CC
CC Admin
AGENT      S K IL L     O T H R
Agent Admin
ADD
          DEL       CHNG
Agent ID:  x
                                   OK
Agent name: __
RETRY        BKSP       OK
Priority: 10
CHNG                      NEXT
Priority:
RETRY                         OK
Supervisor:   N
CHNG                       NEXT 
						

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CallPilot 150 Basic Call Center Telephone Administration Guide
11Press NEXT if you do not want calls to be force-delivered to the 
agent
or
press CHNG
 and then NEXT if you want calls to be force-delivered to 
the agent.
12Press OK
 to accept BUSY (Make Agent Busy) as the Missed Call 
option
or
press LOGOUT
 to select Automatic Logout and press OK.
13Press ® to end the session.
Auto answer:   N
CHNG                      NEXT
Miss call: BUSY
LOGOUT     BUSY       O
K
Agent Admin
ADD          DEL       CHNG 
						

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Changing an agent
After you add an agent you can change their properties. You must use this procedure if the system 
times out while you are adding an agent.
The properties you can change for an agent are:
password
display name
priority
supervisor status
auto answer options
missed call options
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
 if you want to reset the agent’s password
or
press NEXT
.
8Press CHNG
 if you want to change the agent’s name
or
press NEXT
 and go to step 10.
9Enter the new agent’s name and press OK
.
10Press CHNG
 if you want to change the agent’s priority
or
press NEXT
 and go to step 14.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA         OTHR
Admin
GLIST       CCR            CC
CC Admin
AGENT      S K IL L     O T H R
Agent Admin
ADD           DEL      CHNG
Agent ID:
DIR        RETRY          OK
Password
RESET                    NEXT
xxxx
CHNG                     NEXT
Agent name: __
RETRY        BKSP       OK
Priority: 10
CHNG                      NEXT 
						

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CallPilot 150 Basic Call Center Telephone Administration Guide
11Enter a priority from 1 to 20 for the agent and press OK.
1 is the highest priority.
12Press CHNG
 and press NEXT if you want to change the agent’s 
supervisor status
or
press  NEXT
.
13Press NEXT
 if you do not want calls to be force-delivered to the 
agent
or
press CHNG
 and then NEXT if you want calls to be force-delivered to 
the agent.
14Press O
K to accept BUSY (Make Agent Busy) as the Missed Call 
Option
or
press LOGOUT
 to select Automatic Logout and press OK.
15Press ® to end the session.
Priority:
RETRY                         OK
Supervisor:   x
CHNG                       NEXT
Auto answer:   N
CHNG                      NEXT
Miss call: BUSY
LOGOUT     BUSY       O
K 
						

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Assigning an agent to a skillset
You can assign an agent to one or both skillsets. Each agent is responsible for answering calls for 
the skillsets they are assigned to.
To assign an agent to a skillset
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 an agent to and 
press OK
.
6The display shows whether the skillset is enabled or disabled.
You must disable the skillset before you make changes to it. For 
how to disable a skillset refer to “Disabling a skillset” on page 40. 
Press NEXT
 to continue.
7Press AGENT
.
8Press ADD
.
9Press INDIV
.
10Enter the ID number of the agent you want to assign and press OK
or
press DIR
 to search the directory.
11The display shows the agent’s name.
Press ADD
.
12This display appears briefly.
13Press ® to end the session
or
press INDIV
 to add another agent and follow steps 10 through 13.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA         OTHR
Admin
GLIST          CCR         CC
CC Admin
AGENT     SKILL
    OTHR
Skillset:
RETRY       QUIT         OK
Status: xxxxxxx
CHNG                     NEXT
Skillset Admin
PARM    AGENT
    ROUTE
Agent-Skillset
ADD
         DEL         VIEW
Add Agent
INDIV
    RANGE     QUIT
Agent ID:
DIR         RETRY        OK
xxxx
ADD                        QUIT
Agent added
Add Agent
INDIV    RANGE     QUIT 
						

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CallPilot 150 Basic Call Center Telephone Administration Guide
Assigning several agents to a skillset
You can save time by adding several agents to a skillset at once. Agents that are already assigned to 
the skillset are not added again.
To assign several agents to a skillset
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 assign several agents 
to and press OK
.
6The display shows whether the skillset is enabled or disabled.
You must disable the skillset before you make changes to it. For 
how to disable a skillset refer to “Disabling a skillset” on page 40. 
Press NEXT
 to continue.
7Press AGENT
.
8Press ADD
.
9Press RANGE
.
10Enter the ID number of the first agent you want to assign and press 
OK
.
11Enter the ID number of the last agent you want to assign and press 
OK
.
12This display appears briefly.
13Press ® to end the session.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA         OTHR
Admin
GLIST          CCR         CC
CC Admin
AGENT     SKILL
    OTHR
Skillset:
RETRY       QUIT         OK
Status: xxxxxxx
CHNG                     NEXT
Skillset Admin
PARM    AGENT
    ROUTE
Agent-Skillset
ADD
         DEL         VIEW
Add Agent
INDIV    RANGE
     QUIT
Start agent:
RETRY                        OK
End agent:
RETRY                        OK
x added
Add Agent
INDIV    RANGE     QUIT 
						

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Removing agents from a skillset
You can remove an agent from a skillset. When you remove an agent, they are removed from the 
skillset but not from Call Center. You can assign the agent to another skillset.
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 remove an agent from 
and press OK
.
6The display shows whether the skillset is enabled or disabled.
The skillset must be disabled before you can delete an agent from 
it. For how to disable a skillset refer to “Disabling a skillset” on 
page 40.
Press  NEXT
 to continue.
7Press AGENT
.
8Press DEL
.
9Enter the ID number of the agent you want to remove and press OK
.
10The display shows the agent’s name.
Press 
DEL.
11This display appears briefly.
12Press ® to end the session.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA         OTHR
Admin
GLIST          CCR         CC
CC Admin
AGENT     SKILL
    OTHR
Skillset:
RETRY       QUIT         OK
Status: xxxxxxx
CHNG                     NEXT
Skillset Admin
PARM    AGENT    ROUTE
Agent-Skillset
ADD         DEL         VIEW
Agent ID:
DIR          RETRY        OK
xxxx
DEL                        QUIT
Agent deleted 
						

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CallPilot 150 Basic Call Center Telephone Administration Guide
Viewing agents in a skillset
You can review the agents in a skillset.
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 view and press OK
.
6The display shows whether the skillset is enabled or disabled.
Press NEXT
 to continue.
7Press AGENT
.
8Press VIEW
.
9The display shows the agent with the lowest ID number in the 
skillset. You can press NEXT
 to see the next agent or PREV to see the 
previous agent.
10Press ® to end the session.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA         OTHR
Admin
GLIST          CCR         CC
CC Admin
AGENT     SKILL    OTHR
Skillset:
RETRY       QUIT         OK
Status: xxxxxxx
CHNG                     NEXT
Skillset Admin
PARM    AGENT    ROUTE
Agent-Skillset
ADD         DEL         VIEW
x: xxxx
NEXT       PREV      QUIT 
						

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Logging an agent off
1Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and 
password,
and then press OK
.
2Press OTHR
.
3Press CC
.
4Press AGENT
.
5Press 
°. This option does not appear as a display button option.
6Enter the agent’s ID number and press OK
.
7The agent’s name is displayed.
Press OUT
.
8Press ® to end the session.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA         OTHR
Admin
GLIST         CCR          CC
CC Admin
AGENT      SKILL     OTH
Agent Admin
ADD         DEL        CHNG
Agent ID: 
OK
xxxx
OUT                        QUIT