Nortel Call Pilot 150 Instructions Manual

							Chapter 3  Call Center general properties    21
CallPilot 150 Basic Call Center Telephone Administration Guide
Reserved channels
Reserved channels are voice channels that are reserved for use by Call Center. If you reserve 
channels for Call Center, you ensure that callers are played skillset announcements, and CallPilot 
does not use all of the voice channels.
A reserved channel is used when:
a Call Center greeting plays to a caller
Off-premise Message Notification notifies you that there is a message in a skillset mailbox
To set Call Center general properties
1Press ≤·°‹.
Enter the Call Center Administrator mailbox number and 
password, and then press OK
.
2Press OTHR
.
3Press CC
.
4Press OTHR
.
5Press PARM
.
6Press CHNG
 if you want to change the number of reserved channels 
(from 0 - 6) and press NEXT
or
press NEXT
.
7Press CHNG
 to set a Primary Alert time
or
press NEXT
 and go to step 10.
8Enter the Primary Alert time.
This is a four digit field. Add a zero to any single digit hour or 
minute.
9The display shows the Primary Alert time.
Press NEXT
.
10Press CHNG
 to set a Secondary Alert time
or
press NEXT
 and go to step 13.
Log:
QUIT        RETRY        OK
Admin
MBOX         AA        OTHR
Admin
GLIST          CCR         CC
CC Admin
AG E NT      S K IL L      O T H R
CC Admin
GRTG       PARM
Refresh chans: 1
CHNG                     NEXT
Pri alert:  xx:xx
CHNG                      NEXT
Pri alert mmss:
RETRY
Pri alert:  xx:xx
CHNG                       NEXT
Sec alert:  xx:xx
CHNG                         OK 
						

							22    Chapter 3  Call Center general properties
P0945709 03
11Enter the Secondary Alert time.
This is a four digit field. Add a zero to any single digit hour or 
minute.
12The display shows the Secondary Alert time.
Press OK
.
13Press ® to end the session.
Sec alert mmss:
RETRY                      
Sec alert:  xx:xx
CHNG                         OK
CC Admin
GRTG       PARM 
						

							Chapter 3  Call Center general properties    23
CallPilot 150 Basic Call Center Telephone Administration Guide
Configuring lines
Before Call Center can answer an incoming line, you must assign the line to be answered by a Call 
Center skillset. You can configure a maximum of 15 lines for Basic Call Center. The line numbers 
can be any line number from 1 to 500.
For each line that you want Call Center to answer, you assign:
the line to be answered by Call Center
the skillset that calls on this line go to
the number of rings before the line is answered
You can record your line answering information in the table “Line answering” on page 142.
You must disable a skillset and wait until there are no calls in the skillset before you can add lines 
to it. You cannot add lines to a skillset while it is in use. For how to disable a skillset refer to 
“Disabling a skillset” on page 40.
Lines that are programmed to be answered by Call Center must not be programmed to be answered 
by another peripheral or application.
To delay calls being answered, you can assign Call Center to answer incoming calls after a 
specified number of rings. The number of rings ranges from zero to 12. If the number of rings is 
zero, Call Center answers immediately.
For analog lines equipped with Caller ID, you must set the number of rings to two or more. Caller 
ID information is not provided until just prior to the second ring, so if you set the number of rings 
to zero or one, Caller ID information is not relayed.
Long distance charges start when a call is answered by Call Center. To minimize long distance 
charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state.
Note: Target lines that are assigned to a B2 skillset cannot have their prime extension 
programmed as the Control DN of the skillset. This is restricted by the software. The 
recommended setting for these lines is blank.
For information on how to program the prime extension, refer to the Norstar System 
Coordinator Guide. 
						

							24    Chapter 3  Call Center general properties
P0945709 03
To configure lines for Call Center
1Press ≤·°‹.
Enter the Call Center Administrator mailbox number and 
password, and then press OK
.
2Press AA
.
3Press  LINES
.
4Enter the line number and press OK
.
5Press CHNG
.
6Press CHNG
.
7Press SKILL
.
8Enter the number of the skillset you want to answer the line and 
press  OK
.
9Press RINGS
.
10Press CHNG
.
11Enter the number of rings and press OK
.
12Press 
NEXT to configure another line
or
press ® to end the session.
Log:
QUIT        RETRY        OK
Admin
MBOX        AA        OTHR
Auto Atdt Admin
GRTG    TABLE     LINES
Line number:
RETRY                        OK
Line: x            Ans: No
CHNG                     N EXT
Line: x            Ans: AA
CHNG     TABLE      N EXT
Line: x             Ans: CC
CHNG      SKILL     NEXT
Skill number:
RETRY                       OK
Line: x            Skill: 1
CHNG      RINGS
     NEXT
Line: x     Rings: 0
CHNG
       ANS        NEXT
No of rings:
RETRY                        OK
Line: x     Rings: x
CHNG       ANS        NEXT 
						

							Chapter 3  Call Center general properties    25
CallPilot 150 Basic Call Center Telephone Administration Guide
Setting the Answer Lines status
The Answer Lines status determines whether Call Center answers the assigned lines. If the Answer 
Line status is set to Yes, Call Center answers the lines assigned as Call Center and CallPilot 
answers the lines assigned as AA. If the Answer Line status is set to No, neither Call Center nor 
CallPilot answers lines.
To set the Answer Lines status
1Press ≤·°¤.
Enter the Operator password, and then press OK
. 
The default Operator password is fl‡‹‡¤°fl‡ 
(Operator). To change the Operator password refer to “Resetting the 
Operator password” on page 131.
2Press OPER
.
3Press NEXT
4Press NEXT.
5Press CHNG
.
If you set Answer Lines to N the display shows Disabling...
If you set Answer Lines to Y the display shows Enabling...
6Press ® to end the session.
Pswd:
RETRY                        OK
Choose option
OPER
                      MODE
Atdt avail: x
CHNG                      NEXT
Business open: x
CHNG                      NEXT
Answer lines?  N
CHNG                      NEXT 
						

							26    Chapter 3  Call Center general properties
P0945709 03
Resetting the Call Center Administrator password
You can reset the Call Center Administrator password by resetting the password to the default 
password and then creating a new password. You can reset the password to keep the system secure, 
and to create a new password if you forget the Call Center Administrator password.
If you reset the password, you must log on to the Call Center Administrator mailbox using the 
default password 0000 and create a new password.
To reset the Call Center Administrator password
Warning: Change the System Administrator password frequently to minimize the 
risk of unauthorized activity. If you reset the Call Center Administrator password, log 
on to the Call Center Administrator mailbox and create a new password immediately 
to prevent unauthorized access to the system.
Default Call Center Administrator Mailbox number and password combinations
For a mailbox 
number length 
of...the default Call 
Center 
Administrator 
Mailbox number is...and the default Call 
Center Administrator 
Mailbox password is...so the combined mailbox number 
and password is...
2 12 0000 120000
3 102 0000 1020000
4 1002 0000 10020000
5 10002 0000 100020000
6 100002 0000 1000020000
7 1000002 0000 10000020000
1Press ≤·°fi.
The Voicemail DN appears on your display.
2Press ·.
3Enter Resetsmpswd or
‡‹‡‹°‡fl‡‡·‹
and press OK
 or £.
4Press YES
.
5This display appears.
6Press 
≤·°⁄.
Log on by following the voice prompts. Use the default password 
0000.
Set 
                                   OK
Pswd:
RETRY                        OK
Pswd:
RETRY                         OK
Reset pswd?
YES       NO
Exit 
						

							Chapter 3  Call Center general properties    27
CallPilot 150 Basic Call Center Telephone Administration Guide
7This display appears briefly to indicate that you must change your 
password.
8Enter a new password from four to eight digits long that does not 
start with zero.
Press OK
 or £.
9Reenter your new password and press OK
 or £.
10Press ® to end the session.
Must change pswd
Pswd:
RETRY                        OK
Again:
RETRY                        OK
Password OK 
						

							28    Chapter 3  Call Center general properties
P0945709 03 
						

							29
CallPilot 150 Basic Call Center Telephone Administration Guide
Chapter 4
Call Center greetings
About Call Center greetings
Call Center greetings encourage callers to stay on the line until an agent is available. You can 
record greetings in different languages and change them as often as you like. You can record a 
maximum of 10 Call Center greetings.
You can include information in your greetings such as:
your hours of service
a request for callers to have their account number ready
how to leave a message
an announcement of a sale
product lists
upcoming special events
Types of Call Center greetings
You can record different types of greetings for Call Center. Before you record your greeting, 
determine what information the greeting includes. When you prepare your greeting, include 
important times and dates. Keep greetings as short and concise as possible. Use the following 
examples of greetings as a reference.
General company greetingThe general company greeting tells callers they have reached the correct 
company. It can also include the location and business hours of your 
company.
“Thank you for calling Bridgestone Computers. We are located at 52 Main 
Street. Our hours of service are Monday to Friday from 8:00 until 5:00. 
Please stay on the line and an agent will be with you as soon as possible. 
Or press 
0 to leave a message and one of our agents will return your call.”
Please wait greetingPlease wait greetings encourage callers to stay on the line.
“All our agents at Bridgestone Computers are currently busy, but please 
hold as your call is very important to us.“
Information greetingAn information greeting provides messages and announcements to callers.
“Thank you for calling Bridgestone Computers. This week we have 
extended our hours until we sell all spring merchandise. We will be open 
until 9:00 pm Monday through Thursday, and we will be open until midnight 
on Friday! Please come in and see us at 52 Main Street.” 
						

							30    Chapter 4  Call Center greetings
P0945709 03
Recording a Call Center greeting
Before you record a greeting, write the greeting out so that you include everything that you want to 
say.
We recommend that you record greetings that are a maximum of 20 seconds long. If your greetings 
are longer than 20 seconds, callers must wait in a skillset a longer time before they hear another 
greeting.
To record a Call Center greeting
Transfer greetingA transfer greeting lets a caller transfer their call.
“Please press 1 to leave a message and one of our agents will return your 
call. Press 2 to return to the previous choices.”
Non-business hours greetingYour non-business hours greeting will be played after your business is 
closed:
“You have reached Bridgestone Computers. Our hours of service are 
Monday to Friday from 8:00 until 12:00 and 1:00 until 5:00. To leave a 
message, please press 0. An agent will return your call when we re-open. 
Thank you for calling.”
1Press ≤·°‹.
Enter the Call Center Administrator mailbox number and 
password, and then press OK
.
2Press OTHR
.
3Press CC
.
4Press OTHR
.
5Press GRTG
.
6Enter the number of the greeting you want to record and press OK
.
7Lift the handset and press REC
.
8Record your greeting using the telephone handset.
Do not use handsfree.
When you are finished press OK
.
Log:
QUIT        RETRY        OK
Admin
MBOX         AA        OTHR
Admin
GLIST         CCR          CC
CC Admin
AG E NT      S K IL L      O T H R
CC Admin
GRTG
      PARM
CC greeting:
RETRY                         OK
CC greeting:  x
RETRY      PLAY       REC
Record greeting:
RETRY                        OK