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        AA         OTHR
Admin
GLIST         CCR          CC
CC Admin
AGENT
    SKILL     OTHR
Agent Admin
ADD        DEL
         CHNG
Agent ID:
DIR         RETRY        OK
xxxx
DEL
                         QUIT
Agent deleted 
						

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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         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 
						

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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 
available agent.
Each skillset has a Day and a Night Routing Table. Set up the Day Routing Table for your business 
hours. Set up the Night Routing Table for your non-business hours.
The maximum number of steps you can add to a routing table is 20. You can record the routing 
table steps you create in “Routing Tables” on page 141.
Setting up DID routing
You can route calls based on their Direct Inward Dialing (DID) number. DID is the ability to make 
a telephone call directly to an internal extension, without having to go through the operator.
To route DID calls, set up a DID target line and assign the target line to a skillset.
To set up DID routing for CallPilot 150
1From a Norstar telephone, set up a DID target line.
For information about setting up a DID target line refer to the Norstar System Coordinator 
Guide.
2Configure the target line number to be answered by Call Center.
For information about configuring lines refer to “Configuring lines” on page 23.
Note: You can add steps to a routing table only when you set it up. After you set up the 
table, you cannot add or delete steps. You can modify steps. 
						

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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 start of a greeting, it is possible for the fax tone 
not to be detected.
If you do not set up the routing table to detect a fax call, some fax calls can be routed to agents, and 
some fax calls can be routed to the routing table’s skillset mailbox.
To enable a routing table to detect fax calls, change the first step. 
						

							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 agents. If no 
agents are available before the distribution time expires, the call goes to the 
next step in the routing table. If there is no next step set up in the routing 
table, the call ends.
The minimum distribution time is zero and the maximum distribution time is 
59 minutes and 59 seconds. The default distribution time is 30 seconds.
GotoA Goto step is the last step in a routing table. A Goto step moves the caller 
to an earlier routing step.
For example, if a Goto step points to step 1, the call goes back to step 1 
and repeats the steps. The steps are repeated until an agent becomes 
available or the caller decides to leave a message in the skillset mailbox.
The first step in a routing table cannot be a Goto step because there are no 
possible target steps yet.
A Goto step cannot point to itself. A Goto step can only point to any 
previously created step.
TransferA transfer step can transfer calls to:
an extension
a mailbox
an external number
the Automated Attendant
an operator
a CCR Tree
DisconnectA Disconnect step releases calls from the skillset. If the first step in a 
routing table is a Disconnect, Call Center does not answer the call. 
						

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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 the routing table. For more 
information refer to “Fax Detection” on page 104.
Forced PlayEnable Forced Play for a greeting that contains impor tant information that 
you want callers to hear. If an agent becomes available while a caller is 
listening to a Forced greeting, the greeting is not interrupted. The caller 
must listen to the entire greeting.
If you do not enable Forced Play, when an agent becomes available the 
greeting is interrupted and the call goes to the available agent.
Limit the number of Forced Play greetings and keep Forced Play greetings 
as short as possible. Long Forced Play greetings increase the transfer time 
of calls to agents and cause unpredictable increases in distribution times. 
For more information, refer to “Routing Table administration” on page 128.
Intelligent Caller Input 
Routing, Basic (Xfer)While the greeting plays callers can:
press 
⁄ to transfer to the Automated Attendant
press 
‚ to transfer to the Operator
press 
· to leave a message in the skillset mailbox
press 
¤ to transfer to a CCR Tree
These are the default keypad buttons. You can change the keypad buttons.
Ensure that the Non-business hours greetings have Intelligent Call Input 
Routing, Basic enabled so that callers can direct how they transfer their 
calls.
No Intelligent Caller Input 
Routing (Norm)While the greeting plays callers cannot press a dialpad button to transfer 
their call. Call Center ignores buttons pressed on the dialpad. The greeting 
plays without interruption. This is the default setting. At the end of the 
greeting, the caller goes to the next routing step. If there is no next step, the 
call ends. 
						

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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
.
10Press GRTG
.
11Enter the number of the greeting you want to use and press OK
.
12Press OK
.
13Assign the parameters for the Greeting step:
If you want to use Norm, press OK
 and go to step 29.
If you want the Greeting to be forced, press Force
, press OK 
and go to step 29.
If you want the Greeting to be forced and callers to be able to 
transfer after the greeting, press Force
, press XFER and go to 
step 14.
If you want callers to be able to transfer during the Greeting, 
press XFER
 and go to step 14.
Log:
QUIT        RETRY        OK
Admin
MBOX         AA        OTHR
Admin
GLIST        CCR           CC
CC Admin
AGENT     SKILL    OTHR
Skillset:
RETRY       QUIT         OK
Status: xxxxxx
CHNG                      NEXT
Skillset Admin
PARM     AGENT    ROUTE
Route Table
DAY        NIGHT     QUIT
Day routing
SETUP                    QUIT
Step  1
DIST       GRTG      OTHR
CC greeting: x
RETRY                        OK
CC greeting: x
RETRY       PLAY        OK
Type:  Norm
Force       X FER        OK 
						

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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
.
17The display shows the default key for the Operator.
Press CHNG
 if you want to change the key that callers press to reach 
the Operator
or
press DISABL
 if you do not want callers to be able to press a key to 
reach the Operator, press NEXT
 and go to step 20
or
press NEXT
 to accept the default key and go to step 20.
18Enter the key you want to assign for the Operator and press OK
.
19Press NEXT
.
20The display shows the default key for the skillset mailbox.
Press CHNG
 if you want to change the key that callers press to reach 
the skillset mailbox
or
press DISABL
 if you do not want callers to be able to press a key to 
reach the skillset mailbox, press NEXT
 and go to step 23
or
press NEXT
 to accept the default key and go to step 23.
21Enter the key you want to assign for the skillset mailbox and press 
OK
.
22Press NEXT
.
AA Key: 1
CHNG     DISABL   NEXT
AA Key: disable
CHNG                  NEXT
AA Key:
RETRY                        OK
AA Key: x
CHNG     DISABL    NEXT
Oper Key: 0
CHNG     DISABL    NEXT
Oper Key:
RETRY                         OK
Oper Key: x
CHNG     DISABL    NEXT
Mbox Key: 9
CHNG     DISABL    NEXT
Mbox Key:
RETRY                         OK
Oper Key: x
CHNG     DISABL    NEXT 
						

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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. 23The display shows the default key for a CCR Tree.
Press CHNG
 if you want to change the key that callers press to reach 
the CCR Tree
or
press DISABL
 if you do not want callers to be able to press a key to 
reach the skillset mailbox, press NEXT
 and go to step 29
or
press OK
 to accept the default key and go to step 29.
Note: You cannot let callers transfer to a CCR Tree unless you 
have created a CCR Tree. Refer to the CallPilot Telephone 
Administration Guide or the CallPilot Manager Set Up and 
Operation Guide.
24Enter the key you want to assign for the CCR Tree and press OK
.
25Press NEXT
.
26Enter the number of the CCR Tree you want callers to transfer to 
and press OK
.
27Press OK
.
28Press OK
.
29Press YES
 to continue to build the table
or
press ® to end the session.
Note: You can add steps to a routing table only when you set it up. After you set up the 
table, you cannot add or delete steps. You can only modify the steps that you created. If  
you have set up a routing table and you want to add or remove steps, you must erase the 
table and create it again.
CCR Key: 2  Tr: 1
CHNG       DISABL      OK
CCR Key:
RETRY                         OK
CCR Key: x
CHNG                      NEXT
CCR tree:
RETRY                        OK
CCR Key: x  Tr: x
CHNG     DISABL        OK
Type:  Norm
Force       XFER         OK
Another step?
YES                        QUIT 
						

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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, Day is shown.
9Press SETUP
.
10Press DIST
.
11The default hold time is 00:30.
Press CHNG
 to change the default time
or
press OK
 to accept the default and go to step 14.
12Enter the hold time and press OK
.
13Press OK
.
14Press YES
 to add another step
or
press ® 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: xxxxxx
CHNG                      NEXT
Skillset Admin
PARM     AGENT    ROUTE
Route Table
DAY        NIGHT     QUIT
Day routing
SETUP                    QUIT
Step  x
DIST       GRTG      OTHR
Hold time:  00:30
CHNG                         OK
Hold time mmss:
RETRY                         OK
Hold time:  xx:xx
CHNG                          OK
Another step?
YES                         QUIT