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 not transferred or forwarded to Call Center, the 
maximum number of calls is the same as the number of lines programmed to be answered 
by Call Center
—In a call center where external calls are frequently transferred or forwarded to Call Center, 
the maximum number of calls is the total number of lines on the system.
For information on how calls transfer to a skillset, refer to “How incoming calls are sent to 
a skillset” on page 33.
voice channels is the estimated number of voice channels available to Call Center
—The minimum number of voice channels available is equal to the number of reserved 
channels you set up in General call center parameters. Additional channels that are not 
used by CallPilot can also be used. For example, even though you assign two reserved 
channels when you set up the General Call Center parameters, Call Center can use 
additional voice channels if and when they are available.
maximum greeting length is the duration of the longest greeting of a skillset in seconds Wait Timemaximum calls
voice channels ------------------------------------
 
1 – x maximum greeting length = 
						

							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, assign a time to the 
Overflow parameter. Then callers can still speak to an agent.
When no agents are logged on to any skillset, ensure that the Call Center greetings you use for 
the Routing Table have Transfers set up. If a Call Center greeting transfers to a skillset 
mailbox, callers can press · to leave a message in the skillset mailbox. Ensure that the 
greeting includes that callers can press · to leave a message in a mailbox. · is the default 
keypad button callers can press to transfer to the skillset mailbox. You can select a different 
number. 
						

							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 password it is reset to fl‡‹‡¤°fl‡ (Operator).
To reset the Operator password
To reset refer to
the Operator passwordpage 131
the Call Center Administrator passwordpage 26
a skillset mailbox passwordpage 52
an agent passwordpage 102
1Press ≤·°fi.
2Press ‡.
In this example, xxx represents the CDN for skillset 1.
3Enter ‡‹‡‹°fl‡‹‡‡‡·‹ 
(Resetoperpswd) and press OK
.
4Press YES
.
5The session ends.
The Operator password is now reset to fl‡‹‡¤°fl‡
(Operator.)
Set xxx
                               NEXT
Pswd
RETRY                        OK
Reset pswd?
YES                            NO
Exit 
						

							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 or send the call back to a 
skillset:
if the agent wants to send the call to a specific agent, the agent can enter the Transfer Feature 
Code (≤‡‚) and enter the agent’s extension number
if the agent wants to send the call to a skillset, the agent can enter the Transfer Feature Code 
(≤‡‚) and enter the CDN of a skillset to send the call to a skillset
Call Forward
Agents must not use Call Forward (≤·°› or ≤›) to forward their calls.
Call Pickup
Agents must not use Call Pickup to retrieve a call that is ringing on another agent’s telephone.
Instead:
let the call ring at the agent’s telephone until the number of rings for Transfer Callback 
Timeout is reached
or
enter the Not Ready Feature Code (≤·‚°) on the other agent’s telephone
Answer DN
Do not use the Answer DN feature on any set that an agent or a supervisor uses.
Restrictions for using Do Not Disturb
Instead of using Do Not Disturb, agents must use the Not Ready Feature Code (≤·‚°). 
						

							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 Forward on Busy
If you want to monitor agents, ask them not to use Call Forward on Busy. You cannot monitor 
agents who have their telephone set to Call Forward on Busy.
When an agent telephone is programmed with Call Forward on Busy to the voicemail extension, 
the Call Center Administrator must program the call center line for that agent as Appear Only, not 
Ring Only or Appear and Ring.
When an agent telephone has a mailbox associated with it, the Call Center lines assigned to the 
agent telephone must be set up as Appear Only, not Ring Only or Appear and Ring.
Agents can use Call Forward All Calls, Call Forward No Answer, and Call Forward on Busy only 
to the voicemail extension.
Preventing calls from ringing at an agent’s set
To prevent agents who are on a Call Center call from having a second internal call ring on their 
telephone, through Norstar administration:
turn the Do Not Disturb or Busy feature on for the agent’s set
set the Call Forward on Busy feature for your set to the voicemail DN.
Make sure the Call Center lines on the agent’s set are set to Appear Only, not Ringing.
For information on programming any of these settings, refer to the Norstar System Coordinator 
Guide.
Conference calls
Ask agents not to make conference calls while they are logged onto Call Center. 
						

							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 of the skillset mailbox must be the same as the 
Control DN of the skillset. If the skillset mailbox has the wrong extension, you cannot change 
the properties for a skillset mailbox. 
						

							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 name, Priority, supervisor status and 
skillset for each agentCall Center agents 138
Record Control DN, skillset name, MWI ext, Method, Break Time 
and Delay Answer time limitCall Center skillsets 137
Record agents assigned to the skillsetsSkillset assignments 139
Record the skillset mailbox name, skillset mailbox number, MWI 
extension and skillset mailbox passwordSkillset mailboxes 140
Record the type of step and step parameters for Day and Night 
Routing TablesRouting Tables 141
Record Line Answering detailsLine answering 142
Note: Make copies of these pages as required. 
						

							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
Secondary alert time limit in mm:ss
Password OPERATOR (67372867)
Receptionist or Operator available* Y     N
Business open* Y     N
Answer trunks Y     N
Receptionist or Operator extension
Call Center Service* Skillset Number  ___  Auto
Manual Day     Night
Skillset Number  ___  Auto
Manual Day     Night
* These settings are usually changed by the receptionist or Operator on a daily basis. 
						

							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 00:00
Attendant 
extension
Prompt language
Overflow 00:00
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 00:00
Attendant 
extension
Prompt language
Overflow 00:00 
						

							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