Nortel Call Pilot 150 Instructions Manual

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CallPilot 150 Basic Call Center Telephone Administration Guide
Chapter 2
About Call Center telephone administration
Setting up Basic Call Center with a two line display telephone
You cannot use a single line display telephone to set up and administer Basic Call Center. You 
must use a two line display telephone. Two line display telephones show Call Center commands 
and options. A two line display can show up to three display options at once. In some instances, an 
option does not have a corresponding display button, and you must select the option by pressing 
buttons on the diapad.
An example of a two line display
System timeout
If you pause longer than 2 minutes (120 seconds) when you program Call Center on a two line 
display telephone, the system times out and ends the session. This is a safety feature that prevents 
unauthorized use of the system.
For example, if the system times out before you enter all the settings for a skillset, you must use 
the procedures in “Changing skillset properties” on page 41 to finish setting up the skillset.
Skillset 1: Enabled
SKILL NEXT Display command line
Display button options
Display buttons 
						

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Using the dialpad
The buttons on your display telephone dialpad act as both numbers and letters. Each button 
represents a number and letters of the alphabet.
Numbers and letters on the dialpad.
The display can show up to 16 characters. Whether the prompt remains on the display depends on 
the type of prompt that is displayed.
The prompt disappears for these command line prompts:
Name:
Log:
Dest ph:
To enter a characterpress the dialpad button that represents the letter or number. Press the 
button again to see the next letter or number.
To accept a characterpress 
£ or press another button. When you press another button, the 
cursor advances and the display shows the first character on the new 
button.
To delete a characterpress the 
BKSP display button.
⁄    1  ’   - ¤    A B C 2 a b c‹   D E F 3 d e f
›   G H I 4 g h ifi   J  K L 5 j k lfl   M N O 6 m n o
‡   P Q R S 7 p q r s°   T U V 8 t u v·   W X Y Z 9 w x y z
•   Quit‚   Q Z  Zero q z£   Accepts the displayed letter and “,”  
(comma)
This is an example of a display with fewer than 16 characters, where 
the command line prompt remains on the display.
This display shows the Name: command line prompt.
When you begin to enter the last name, the Name: command line 
prompt disappears. For example, if you enter the name Partridge, you 
press the pad  ‡ for P, and the display drops the Name: prompt.
Although the name is only nine characters long, the command line 
prompt is not shown on the display after you enter the entire name.Pswd:1111
OTHR      RETRY      OK
Name:
RETRY      BKSP       OK
P
RETRY      BKSP        OK
PARTRIDGE
RETRY       BKSP        OK 
						

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CallPilot 150 Basic Call Center Telephone Administration Guide
Symbols and conventions used in this guide
These conventions and symbols are used to represent the Business Series Terminal display and 
dialpad.
About telephone buttons
This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that 
pertain to the type of telephone you use.
You can enter ≤, ƒ or ƒ and the code to use a feature. For example, press 
≤·°⁄ to access your mailbox.
The T7100 works differently from other telephones on your system because it does not have line 
buttons. Where other telephones require that you select a line button to answer a call, on the T7100 
terminal you pick up the handset. Where other telephones require you to select a line button to take 
a call off hold, you press ˙ on the T7100 terminal.
On T7100 terminals, you can answer a second call by pressing ˙. Your active call is put on 
hold and you connect to the waiting call. You can have no more than two active calls at one time.
Convention Example Used for
Word in a special font (in the top 
line of the display)
Pswd:Command line prompts on display telephones.
Underlined word in capital letters 
(on the bottom line of a two line 
display telephone)
PLAYDisplay option. Available on two line display 
telephones. Press the button directly below the 
option on the display to proceed.
Dialpad buttons
£Buttons you press on the dialpad to select a 
particular option.
Button name T7100, T7208, T7316M7100, M7208, M7310, 
M7324M7100N, M7208N, 
M7310N, M7324N 
Feature
≤ƒƒ
Handsfree Bottom right-hand 
button©©
Hold≥˙˙˙
Volume Control√√√
Release®®® 
						

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Feature codes
You use Feature Codes to perform Call Center functions on your telephone.
Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call 
Center can also use custom Feature Codes. If the default Feature Codes are used by another 
application, your system automatically assigns custom Feature Codes. If your System 
Administrator has assigned custom Feature Codes, you can use the table “Feature Codes” on page 
136 to record the Custom Feature Codes.
To determine the Feature Codes
1Press ≤·•⁄.
2The display shows the name and number of the Log In/Log Out 
Feature Code. xx represents a number between 00 and 99.
3Press NEXT
.
4The display shows the name and number of the Ready Mode Feature 
Code.
5Press NEXT
 to see more Feature Codes.
6When the display shows QUIT
 you have seen all the Feature Codes.
7Press ® to end the session.
Login/out: F9xx
NEXT
Ready Mode: F9xx
NEXT 
						

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CallPilot 150 Basic Call Center Telephone Administration Guide
Programming a memory button with a Feature Code
Each Feature Code can be programmed to a memory button. We recommend that you use memory 
buttons with indicators to program the Feature Codes. A memory button indicator is the triangle 
next to a memory button.
You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready 
status of agents. For information about how the status appears, refer to the Nortel Networks Call 
Center Agent Guide.
For information about using programmed memory buttons to monitor call activity, refer to 
“Primary and Secondary alert times” on page 20.
To program a memory button
Use the paper labels that come with your telephone to identify the programmed button. To use the 
Feature Code, press the labeled button.1Press ≤•‹.
Do not lift your handset.
2The display shows Program Features.
3Press a memory button with an LCD indicator.
4Press ≤.
5Enter the Feature Code number that you want to program.
For example, enter ·‚· to program the Display Waiting Calls 
Feature Code. See the tables “Feature Codes used by Call Center 
agents and supervisors” on page 17 and “Agent Feature Codes” on 
page 17 for the Feature Codes.
Repeat steps 1 through 5 for each Feature Code you want to 
program.
6The display shows that the button is programmed, and then ends the 
session.
Program Features
Press a button
QUIT
Feature Code:
QUIT
F__
QUIT      CLEAR
Programmed 
						

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Feature Codes used by the Call Center Administrator
Use this Feature Code To...
Open Mailbox
≤ ·°⁄
open skillset mailboxes
record skillset mailbox greetings
listen to messages in the skillset mailbox
Operator Settings
≤ ·°¤
set or change the operator extension
indicate whether the operator is available
select the day and night service modes for skillsets
change the password for Operator Settings
For more information on using the Operator Feature Code, refer to “Setting 
the Service Modes for skillsets” on page 123 and “Resetting the Operator 
password” on page 131.
Voicemail DN
≤ ·°fi
display the skillset mailbox number (Control DN) for each skillset
display the extension for Message Waiting Indication for the skillset 
mailbox
reset the passwords of the Call Center Administrator and the operator
For information on the Control DN, refer to “Determining a skillset mailbox 
number” on page 46.
For information on resetting the Operator and Call Center Administrator 
passwords, refer to “Resetting the Call Center Administrator password” on 
page 26 and “Resetting the Operator password” on page 131.
Display Waiting Calls
Skillset Status
≤ ·‚·
view real-time status information about skillsets. You can see how busy 
your call center is so that you can adjust skillset staffing
view whether a skillset is enabled or disabled
view the number of agents logged on to the skillset
view the number of calls waiting
view the longest wait time of a call
To provide easy, one-button access to the this feature, program a memory 
button that has an indicator with 
≤ ·‚·.
Refer to “Programming a memory button with a Feature Code” on page 15.
Log on/Log off
Monitor skillsets
≤·‚›
log agents off if they forget to log off.
For information, refer to “Logging an agent off” on page 100.
Not Ready
≤·‚°
extend a Break Time period if agents need time after calls to do 
paperwork or wrap up tasks. For more information about Break Time 
properties for a skillset, refer to “Break Time” on page 35.
Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are 
used primarily by agents. For information on the Feature Codes used by agents, refer to 
“Feature Codes used by Call Center agents and supervisors” on page 17. 
						

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CallPilot 150 Basic Call Center Telephone Administration Guide
Feature Codes used by Call Center agents and supervisors
If you have Custom Feature Codes, record them in the table “Feature Codes” on page 136.
Agent Feature Codes
For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent 
Guide. For more information on Feature Codes used by supervisors, refer to the “Feature Codes 
used by the Call Center Administrator” on page 16.
Agents use this Feature Code To...
Open Mailbox
≤ ·°⁄access messages in a skillset mailbox
Log on/Log off
Monitor skillsets
≤·‚›
log on when they are in the office
view the status of the skillsets they are logged on to. Agents can 
program a memory button with the Log on/Log off Feature Code. The 
status of the calls waiting in the skillset is shown by the flash rate of 
the indicator. For more information refer to “Primary and Secondary 
alert times” on page 20.
Not Ready
≤·‚°
activate or cancel the Not Ready feature on their telephone. If the 
work resulting from a call requires extra time to complete, an agent 
can use the Not Ready Feature Code to prevent Call Center from 
routing another call to them. If an agent makes a telephone call, or if a 
supervisor is monitoring a call, they first use the Not Ready Feature 
Code to activate the Not Ready feature. When the agent is ready to 
receive calls, they use this Feature Code to cancel the Not Ready 
feature and receive calls again.
If an agent does not answer a call within a certain number of rings, the 
call is returned to the skillset and the agent telephone is automatically 
placed into Auto Busy Mode or Auto Logout Mode. The agent must 
manually cancel the Auto Busy Mode feature by using the Not Ready 
Feature Code to continue to receive calls.
Display Waiting Calls
≤ ·‚·
see, during peak call periods, which skillsets have the most call 
activity. 
						

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CallPilot 150 Basic Call Center Telephone Administration Guide
Chapter 3
Call Center general properties
To set the Call Center general properties you:
set the Primary and Secondary alert times
set the number of Reserved channels
configure the lines to be answered by Call Center
set the line answering status
If you do not have Call Center as your primary application, you must enable the Call Center 
software authorization code. You can also change the Call Center Administrator password if you 
lose the password or want to change it.
Enabling the Call Center software authorization code
1Press ≤·°‹.
Enter the Call Center Administrator mailbox number and 
password, and then press OK
.
2Press ››.
This option does not appear as a display button option.
3Press ADD
 to display the system identification number
or
press VIEW
 to view the options that are enabled on the CallPilot 
system.
4The display shows the system identification number.
Press OK
.
5Enter the first eight numbers of the Call Center software 
authorization code and press OK
.
6Enter the second eight numbers of the Call Center software 
authorization code and press OK
.
7Enter the last eight numbers of the Call Center software 
authorization code and press OK
.
8Press ACCEPT
 to enable the keycode.
9The display shows that the software authorization code is enabled.
10Press ® to end the session.
Log:
QUIT        RETRY        OK
Admin
MBOX         AA        OTHR
Options admin:
ADD        VIEW
SN: xxxxxxxxxxx
                                    OK
Key1:
RETRY                         OK
Key2:
RETRY                         OK
Key3:
RETRY                         OK
Call Center
ACCEPT                   QUIT
Enabled 
						

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Setting Call Center general properties
When you set up Call Center you must assign values for the general properties. The general Call 
Center properties are:
Primary and Secondary alert times
Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be greater 
than the Primary alert time. You can have Primary and Secondary alerts for all the calls in the call 
center, or for just the calls waiting in skillsets that you are logged on to.
If a call exceeds the Primary alert time:
a memory button indicator programmed with Display Waiting Calls (≤·‚·) flashes 
slowly. ≤·‚· flashes based on the status of all the calls in the call center.
a memory button indicator programmed with Agent Login (≤·‚›) flashes slowly. 
≤·‚› flashes based on the status of the calls for the skillsets an agent is logged on to.
If a call exceeds the Secondary alert time:
a memory button indicator programmed with Display Waiting Calls (≤·‚·) flashes 
quickly. ≤·‚· flashes based on the status of all the calls in the call center.
a memory button indicator programmed with Agent Login (≤·‚›) flashes quickly. 
≤·‚› flashes based on the status of the calls for the skillsets an agent is logged on to.
A slowly flashing indicator alerts you that a call has exceeded the Primary alert time. A quickly 
flashing indicator alerts you that a call has exceeded the Secondary alert time. The indicator stops 
flashing when the calls are handled.
You assign alert times in minutes and seconds. There is no default value for alert times.
For how to program a memory button, refer to “Programming a memory button with a Feature 
Code” on page 15.
Note: Agents do not have to be logged on to see the Display Waiting Calls memory 
button flashing. A memory button must be programmed with the Display Waiting Calls 
Feature Code and the Primary alert time must be set up for the memory button to show 
waiting calls status.