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  VIEW
.
10The display shows the first step in the routing table.
Press CHNG
 if this is the step you want to change
or
press NEXT
 until you find the step you want to change and then 
press CHNG
.
11Change the parameters for the step and press OK
.
12The display shows the new parameters for the step.
Press NEXT
 to view or change the next 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:
VIEW      ERASE      QUIT
1: xxxx
CHNG                     NEXT
xxxxxxx:
RETRY                        OK
xxxxxxx:
CHNG                      NEXT 
						

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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 briefly.
12Press SETUP
 if you want to create a new routing table
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
VIEW       ERASE     QUIT
Erase table?
YES                         QUIT
Table erased
Day routing
SETUP                    QUIT 
						

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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 the hours of operation 
using the Operator Feature Code (≤·°¤). There are six possible Service Modes:
To set the Service Mode for a skillset
AutoThe skillset uses the Automatic Service Mode. You must configure both the Day and Night 
Routing Tables before you can assign the Automatic Service Mode to the skillset.
DayThe skillset uses the Manual Service mode and the Day Routing Table.
You must configure the Day Routing Table before you can assign the Manual Service Mode 
and the Day Routing Table.
NightThe skillset uses the Manual Service mode and the Night Routing Table.
You must configure the Night Routing Table before you can assign the Manual Service Mode 
and the Night Routing Table.
24 HourThe skillset uses the Day Routing Table only.
You must configure the Day Routing Table for 24 hour operation to use this Service Mode.
UninitThe skillset is not configured.
You must configure the skillset before you can assign the Service Mode.
InvalidYou have only partially configured the skillset. You cannot enable this skillset.
Note: If you originally configure the skillset with a Day Routing Table only and 
enable the skillset, Call Center will recognize the Service Mode as Day. Afterwards, 
if you add a Night Routing Table, Call Center still recognizes the Service Mode as 
Day. You must set the Service Mode to Auto to get Call Center to function in the 
Auto Service Mode.
1Press ≤·°¤.
Enter the default Operator password fl‡‹‡¤°fl‡,
(Operator) and press OK
or
if you changed the default Operator password, enter the new 
password and press OK
.
2Press MODE
.
3This display appears briefly.
Pswd:
RETRY                        OK
Choose option
OPER                       MODE
Call Center 
						

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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 or 
Night
or
press VIEW
 if you want to view the details for the Service Mode
or
press NEXT
.
6The session ends when the Service Modes for all skillsets has been 
displayed.
Note: Remember to manually choose the Day Routing Table or the Automatic Service 
Mode when your business returns to regular hours.
Mode  1:  Auto
CHNG      VIEW       NEXT
Mode  2:  Day
CHNG                      NEXT
Exit 
						

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CallPilot 150 Basic Call Center Telephone Administration Guide
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 the real-time status of call activity. As your call center 
receives calls, you can use ≤·‚· to view for each skillset:
the display waiting calls status (enabled or disabled)
the number of agents logged on
the number of calls waiting
the longest time a call has been waiting
Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can ask 
qualified agents to log on to the busy skillset.
Note: If you want to monitor agents, ask them not to:
use Call Forward on Busy
use Do Not Disturb
make conference calls while they are logged onto Call Center
You cannot monitor agents who are using any of these features.
Note: If you have the Call Center Reporting option enabled, you can monitor and record 
call activity from a computer that is running Call Center Reporting. You need a software 
authorization code to use Call Center Reporting. Contact your vendor if you are 
interested in purchasing or trialing Call Center Reporting. 
						

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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. While you are using ≤·‚·, on a one 
line or a two line telephone you can:
press ⁄ for GOTO to enter the number of the skillset you want to monitor
press ¤ for SKILL to monitor the next enabled skillset
press ‹ or fl for NEXT
press › for PREV to go to previous menu
press £ to go to the next menu
press • to cancel the session1Press ≤·‚·.
2Press NEXT
 to monitor skillset 1.
In this example, skillset 1 is enabled and appears on the display 
first. If skillset 1 is not enabled, press NEXT
 to go to skillset 2.
To monitor the next skillset, press 
SKILL at any time.
To monitor another skillset, press GOTO
 and enter the skillset 
number.
3The display shows the number of agents logged on to skillset 1.
Press NE
XT.
4The display shows the calls that are currently waiting to be 
answered by agents in skillset 1.
Press NEXT
.
5The display shows that the call waiting the longest in skillset 1 
has been waiting for four minutes.
6Press ® to end the session
or
press GOTO
 to monitor another skillset and enter the skillset 
number
or
press NEXT
 to monitor skillset 2.
Skill 1: Enabled
GOTO     SKILL      N
EXT
1: 7 agents
GOTO     SKILL      NEXT
1: 2 calls
GOTO     SKILL      NEXT
1: wait 4:00
GOTO     SKILL      NEXT 
						

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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 the telephone is placed into 
Auto Busy Mode by Call Center. The agent must manually cancel Auto Busy Mode to resume 
accepting calls.
Skillset administration
If a call comes in on a line that belongs to a skillset with no available agents, the call is not 
answered until either the Delay Answer Time elapses or an agent becomes available for the 
call.
During the Delay Answer period when the caller hears ringback, the line the call comes in on 
still rings on the sets configured to answer this line.
If your call center has long Delay Answer Times (longer than about 10 seconds), in your 
greeting specify to callers that their call is being tracked by Call Center. Otherwise, it is 
possible for callers not to understand the long ringback delay and hang up.
Call Center greetings
Record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20 
seconds, waiting callers must wait longer before they hear a greeting. The longest recorded 
greeting for a skillset affects the frequency with which callers hear greetings. If your greeting 
length times vary a lot, there is a very large variance in how often callers hear greetings. 
Therefore it is best to keep greetings similar lengths if possible, about 20 seconds each.
Ensure that when you record a greeting that transfers callers to a skillset mailbox you include 
in the greeting: “To leave a message in the mailbox press ·” (or the keypad button you 
designate for the skillset mailbox). 
						

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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 agents become available during this time. For 
example, the longest waiting call, which is the highest priority call, gets routed to a Forced 
Play greeting. Agents become available during the time that the highest priority call is played a 
Forced Play greeting. The result is that no calls in this skillset are routed to an agent until the 
Forced Play greeting is finished playing to the highest priority call. This guarantees that the 
highest priority call is answered before lower priority calls in the skillset.
Ensure that an Intelligent Caller Input Routing, Basic transfers calls to a skillset mailbox if you 
want callers to be able to press · to leave a message in a skillset mailbox. Remember to 
mention in the greeting to press · to leave a message in a mailbox.
Program Intelligent Caller Input Routing, Basic to transfer calls to a skillset mailbox for 
Non-business hours greetings so that you do not miss any messages.
If a Goto step follows a greeting, make a Distribution step the target for the Goto step. If you 
make the Goto target step after a Greeting step another Greeting step, callers hear two 
greetings in a row.
Call Center general parameters
Do not assign all the available voice channels as reserved channels. Otherwise, there will be no 
channels available for voicemail.
A reserved or voice channel is used when:
—a Call Center greeting is played to a caller
—Off-premise Message Notification notifies you of a message in a skillset mailbox