Nortel Call Pilot 150 Instructions Manual
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Chapter 13 Call Center Programming Record 139 CallPilot 150 Basic Call Center Telephone Administration Guide Skillset assignments Skillset name and # Agent ID and name Priority
140 Chapter 13 Call Center Programming Record P0945709 03 Skillset mailboxes Skillset # Mailbox name Mailbox number (Control DN)MWI extension Mailbox password
Chapter 13 Call Center Programming Record 141 CallPilot 150 Basic Call Center Telephone Administration Guide Routing Tables Skillset # _______________ Day or Night _______________ Step # Type of step: Greeting, Distribution, Transfer, Disconnect, Go ToStep parameters
142 Chapter 13 Call Center Programming Record P0945709 03 Line answering Line # Skillset # # of rings (0 to 12) for Caller ID minimum 2 rings
143 CallPilot 150 Basic Call Center Telephone Administration Guide Glossary AA See Automated Attendant. Agent An agent is a person who is assigned to answer calls for one or more skillsets in your call center. Agent ID When you add an agent, Call Center assigns an agent ID number you use to identify the agent. The agent uses their agent ID number and password to log on when they are ready to receive calls. Alert times Alert times are time limits that you assign for calls waiting in skillsets. If a call exceeds the Primary or the Secondary alert time limit, a programmed memory button indicator flashes. A slow flash means that a call has exceeded the Primary alert time. A quick flash means that a call has exceeded the Secondary alert time. Attendant The attendant is the person who you assign to answer an extension number. The attendant can be a receptionist, operator or target attendant. Automated Attendant (AA) The Automated Attendant is an automatic answering service. AA answers incoming calls with a Company Greeting and a menu of options. AA routes calls in response to a caller’s dialpad selections. For a greater range of options and services for incoming calls, a Custom Call Routing (CCR) menu can be assigned to play instead of the Automated Attendant menu. Automatic Answer Automatic Answer is an agent parameter that force delivers 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. If Automatic Answer is not enabled, calls ring at the agents telephone and the agent must manually answer the calls. Break Time Break Time is a time period you set up for agents to complete paperwork or other tasks after they finish a call. After an agent completes a call, no calls are routed to them for the Break Time. The agent can extend or cancel the Break Time by using the Not Ready Feature Code. CCR See Custom Call Routing.
144 Glossary P0945709 03 CDN See Control Directory Number. Call Center Call Center receives, holds and routes calls to agents in a call center. call center A call center is a department or a business that uses Nortel Networks Call Center to handle numerous incoming calls. A call center typically employs several agents to answer calls. Call Center Administrator The Call Center Administrator sets up, and manages the day-to-day operation of a call center. The Call Center Administrator monitors the overall performance of the call center and balances the staffing according to call traffic demands. Call Forward All Calls (CFAC) This feature forwards all calls from a telephone to another extension number. For example, all calls from a telephone can be forwarded to the CDN of a skillset. Call Forward No Answer (CFNA) This feature forwards unanswered calls from a telephone to another extension number. A call is considered unanswered if no one answers the call before a specified number of rings. Call Forward On Busy (CFB) This feature forwards all calls from a telephone to another extension if any of the lines assigned to the telephone are busy. Channel A channel is the voice path that Call Center uses to play greetings to callers. A voice channel is also the voice path used when anyone uses a Feature Code to access Call Center. Class of Service The Class of Service defines the values for mailboxes. Control Directory Number (CDN) The Control Directory Number (Control DN or CDN) is the extension number of a Call Center skillset. The CDN is the number used to transfer calls to a skillset. The CallPilot installer is responsible for assigning a CDN to each skillset before the skillset can be enabled. Custom Call Routing (CCR) CCR is a routing feature that you can program to present a customized menu of single-digit choices to callers. CCR automatically answers lines and presents callers with customized menus. With CCR, callers can listen to pre-recorded messages, leave a message in a skillset mailbox or transfer to an extension. With CCR you can replace
Glossary 145 CallPilot 150 Basic Call Center Telephone Administration Guide Automated Attendant menus with a more sophisticated menu that offers callers a wider range of options. Delay Answer Delay Answer is a feature that prevents Call Center from answering calls and playing greetings when there are no agents available. When a skillset has Delay Answer activated, waiting callers hear ringback. When a call comes in on a line for a skillset that does not have any free agents, the call is not answered until either the Delay Answer time elapses or an agent becomes available, whichever comes first. Display Waiting Calls Display Waiting Calls is a Feature Code that you and agents can use to display waiting calls and view real-time information about skillsets. The Display Waiting Calls/Skillset Status Feature Code shows: the skillset number and whether the skillset is enabled or disabled number skillset of agents logged into the skillset number of calls waiting the longest wait time of a call DN DN is a Directory Number or an extension number. Greeting Table The Greeting Table determines which recorded greeting is played and which line is answered according to the time of day. Indicator See memory button indicator. Intelligent Caller Input Routing, Basic Intelligent Caller Input Routing, Basic lets callers direct their calls to an Operator, Automated Attendant, skillset mailbox, CCR Tree. Intelligent CLID/DNIS Routing CLID/DNIS Routing is the initial routing that Call Center calls encounter. The CLID/ DNIS Routing you set up lets Call Center route calls quickly based on their incoming line number. Callers are routed to skillsets depending on who the caller calls, the line the call comes in on, or where the caller is calling from. Longest idle Longest idle is a method of call distribution that routes calls to the agent who has been available the longest. The other method of call distribution is Preferred. MWI See Message Waiting Indication.
146 Glossary P0945709 03 Memory button indicator Memory button indicators are the triangular-shaped LCD indicators on a telephone next to the memory buttons. Memory button indicators can be used to monitor call activity and view the Login/Logout status and the Not Ready status of agents. Message Waiting Indication (MWI) The Message Waiting Indication appears on a telephone display as Message for you when there are new messages. Message Waiting Indication extension (MWI extension or MWI DN) For each skillset mailbox, you can assign a telephone as the designated MWI extension. The Message Waiting Indication extension is an optional telephone number that indicates when a skillset mailbox has messages waiting. The MWI extension that you assign shows Message for you on the telephone display when there are new messages in the skillset mailbox. Method of Call Distribution The method of call distribution determines which of several available agents to route the call to. There are two methods of call distribution: Least Busy and Preferred. Least Busy routes calls to an agent who has been available the longest. Preferred routes calls to the agent with the highest priority (the best qualified agent). Not Ready Not Ready is a Feature Code that extends a Break Time if agents need additional time after a call to do paperwork or other tasks. Off-premise Message Notification Off-premise Message Notification is a feature that notifies you at a destination number when there are new or urgent messages in a skillset mailbox. Priority You assign a priority to each agent according to their qualifications. An agent can have a priority from 1 to 20. 1 is the highest priority. You can assign this priority to your most experienced agents. Primary alert time The Primary alert time is the first time limit that you assign for calls waiting in skillsets. If a call exceeds the Primary alert time limit, you are given a visual warning on programmed memory button indicators. The other alert time is Secondary alert time. Make Not Ready (Return to Skillset) Make Not Ready (Return to Skillset) is a property that controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agents telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent out of their skillset if they do not answer a call.
Glossary 147 CallPilot 150 Basic Call Center Telephone Administration Guide Real time Real time is a term for when there is very little response time between when an event occurs and when the information about the event is displayed. You can monitor the real time or current situation of agents and call activity by using the Display Waiting Calls Feature Code. Reserved channel Reserved channels are voice channels reserved exclusively for Call Center. Reserved channels are used to play greetings to callers waiting in a skillset. These channels ensure that CallPilot does not use all the voice channels. See also voice channel. Routing Table Routing Tables handle incoming calls for each skillset. A Routing Table determines the order of greetings and hold times for callers while they wait to be routed to an available agent. Skillset Skillsets collect and distribute calls for departments such as “sales” and “technical support”. If several calls arrive at the same time, the calls are held in a skillset where callers hear greetings and are put on hold until an agent is available. Skillset mailbox A skillset mailbox stores messages left by callers. The calls can be retrieved by designated agents. Skillset name The skillset name is a maximum of 16 characters. A skillset name is the same as the skillset mailbox name. Subscriber A subscriber is a mailbox owner. Supervisor A supervisor is an agent with supervisor status. A supervisor has additional capabilities, such as the ability to monitor calls between agents and callers. Supervisor monitor Supervisor monitor is a feature supervisors can use to monitor or participate in calls between agents and callers. Voice channel A voice channel is the voice path that Call Center uses to play greetings to callers.