Nortel Call Pilot 150 Instructions Manual

							Chapter 4  Call Center greetings    31
CallPilot 150 Basic Call Center Telephone Administration Guide
9Press OK to accept the greeting
or
press PLAY
 to listen to the greeting
or
press 
RETRY to re-record the greeting.
10Enter another greeting number and press OK
 to record another 
greeting
or
press ® to end the session.
Accept greeting?
RETRY      PLAY          OK
CC greeting:
RETRY                       OK 
						

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							33
CallPilot 150 Basic Call Center Telephone Administration Guide
Chapter 5
Setting up skillsets
About skillsets
Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold 
calls for different call center departments, such as sales and technical support.
You can have a maximum of two skillsets for Basic Call Center.
You cannot change the properties of a skillset while it is enabled. You must disable the skillset. If 
you want to change the CDN, disable the skillset and wait until there are no calls in the skillset 
before you change the CDN.
How incoming calls are sent to a skillset
Incoming calls are sent to a skillset in one of the following ways:
You assign a line to be answered directly by a skillset. For information about configuring lines 
refer to “Configuring lines” on page 23.
A receptionist, agent or subscriber receives a call and transfers the call to a skillset.
They can transfer the call to a skillset by pressing 
≤‡‚ or TRANSFER and entering the 
CDN of the skillset. The receptionist, agent or subscriber must not use the Call Pickup feature.
The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that 
routes them to the CDN of the skillset.
Calls can be forwarded to the Voicemail extension of the skillset by Call Forward All Calls 
(CFAC), Call Forward No Answer (CFNA) or Call Forward On Busy (CFB). For information 
about these features, refer to the Norstar System Coordinator Guide.
Note: Agents are restricted in how they can use CFAC, CFNA and CFB. For more 
information refer to “Features that logged on agents must not use” on page 132. 
						

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Skillset properties
SkillsetThe number, either 1 or 2, that is assigned to the skillset.
Control DNThe Control Directory Number is the extension associated with the skillset. 
Incoming calls transfer to the CDN of each skillset from extensions, the 
Automated Attendant or Custom Call Routing. The CDN is the skillset 
mailbox number.
When you assign a CDN to a skillset:
It can be a B1 extension number that is not connected to any telephone 
or peripheral.
It can be a B2 extension that is not connected to a B2 application.
If a telephone or any other device uses the same extension the call 
center will not answer calls.
The range of B1 and B2 extensions can be determined by using the 
Unified Manager. The DNs do not have to be physically equipped with a 
Media Bay Module.
The system assigns a skillset mailbox that uses the CDN as its mailbox 
number. You must initialize the mailbox before you can use the skillset 
or the mailbox.
Do not rename a telephone DN to a telephone DN used by Call Center.
It is possible for i2004 devices to be assigned to the DN used by Call 
Center. The user does not receive an error message if this happens, 
even though i2004 devices usually warn a user if there are conflicting 
telephone DNs. Therefore, it is imperative that the i2004 programming 
record contains a list of CDNs used by Call Center.
Limitations for B1 and B2 extensions:
A B1 extension number is the extension number that you dial to call a 
telephone or peripheral. A B2 extension is a spare extension that exists 
with every telephone but is generally not used. Some peripherals use a 
B2.
Both B1 and B2 extensions can answer external calls.
Both B1 and B2 extensions can have external calls transferred to them 
by a third person.
B1 extensions allow a set to be CFB or CFNA to them. B2 extensions 
do not suppor t CFB or CFNA. Therefore a skillset that uses a B2 CDN 
cannot have calls forwarded to it from telephone programming.
B2 CDNs cannot be used as a prime set for target lines.
Since assigning CDNs does not require additional hardware, we 
recommend using B1 CDNs over B2 CDNs. B1 CDNs have better 
functionality than B2 CDNs.
NameThe skillset name is displayed:
on Call Center displays to identify the skillset
in repor ts
as the skillset mailbox name
The skillset name can be a maximum of 16 characters. If you do not enter a 
name, the skillset name defaults to SKILLx where x is the skillset number. 
The name for each skillset is the same as the skillset mailbox name. 
						

							Chapter 5  Setting up skillsets    35
CallPilot 150 Basic Call Center Telephone Administration Guide
MWI ext
(Message Waiting Indication 
extension)The Message Waiting Indication extension is an optional telephone number 
that indicates that 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. The MWI DN defaults 
to None. If you forget the MWI extensions for a skillset mailbox, you can 
view the MWI extensions by using the procedure “Determining a skillset 
mailbox number” on page 46.
Method of Call DistributionThe method of call distribution determines to which of several available 
agents to route the call. There are two methods of call distribution: Longest 
Idle and Preferred. Longest Idle routes the call to the agent who has been 
available the longest. Preferred routes the call to the agent with the highest 
priority (best qualified agent is 1). If there are several agents with the 
highest priority, the agent available longest with that priority is selected. The 
default method of call distribution is Longest Idle.
OverflowIf you enter a time for overflow, a call overflows to the other skillset if the 
overflow time you set elapses. The default overflow time is 00:00, which 
means that calls overflow to the skillset mailbox if there are no agents 
logged on. The maximum overflow time is 59:59.
Break TimeBreak Time is a time period for agents to complete paperwork after they 
finish a call. After an agent completes a call, they are taken out of the 
skillset for the Break Time. The agent can extend or cancel the Break Time 
by using the Not Ready Feature Code. For more information, refer to “Not 
Ready” on page 16. The Break Time period can last from zero to 59 
minutes, 59 seconds. The Break Time defaults to 30 seconds. You can 
change the Break Time period to zero if an agent does not need a Break 
Time.
Delay AnswerDelay Answer is a toll-saving feature that prevents Call Center from 
answering calls and playing greetings when there are no agents available. 
When a call comes in on a line belonging to a skillset that has no free 
agents, the call is not answered until either the Delay Answer time elapses 
or an agent becomes available, whichever happens first. During the Delay 
Answer time, the waiting callers hear ringback.
To activate the Delay Answer feature, enter a time for Delay Answer. The 
Delay Answer time can be a minimum of zero seconds and a maximum of 
10 minutes. The default Delay Answer time is 00:00.
Attendant extensionThe attendant extension is the extension used if a caller presses the 
Operator key during a greeting step, a transfer step, or while listening to a 
mailbox greeting. The attendant extension is optional. If you do not assign 
an attendant extension, the call is sent to the system attendant extension.
Language preferenceLanguage preference can be either Primary or Alternate. The language 
preference is the language choice used for prompting callers who transfer 
to the Automated Attendant or CCR. You can choose a language 
preference only if your system is configured as bilingual. 
						

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Setting up a skillset
You can record skillset properties in the table “Call Center skillsets” on page 137.
To set up a skillset
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 set up and press OK
.
6Press SETUP
.
7Press CHNG
 to assign a name to the skillset
or
press NEXT
 if you do not want to assign a name to the skillset and 
go to step 10.
If you do not enter a skillset name the skillset name defaults to 
SKILLx, where x is the skillset number, as shown here.
8Enter the skillset name and press OK
. For how to enter characters 
on the dialpad refer to “Using the dialpad” on page 12.
9The skillset name is displayed.
Press NEXT
.
10Enter the CDN of the skillset and press OK
.
11Press NEXT
.
12If you want to assign an MWI extension, press CHNG
or
if you do not want to assign an MWI extension, press NEXT
 and go 
to step 15.
13Enter the extension of the telephone you want to use for MWI and 
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
Skillset:
RETRY        QUIT       OK
Status:  uninit
SETUP                     QUIT
SKILLx
CHNG                     NEXT
Skillset name:
RETRY       BKSP        OK
xxxx
CHNG                       NEXT
CDN:
RETRY                        OK
CDN: xx
CHNG                       NEXT
MWI ext:  xx
CHNG                      NEXT
Ext:
RETRY                        OK 
						

							Chapter 5  Setting up skillsets    37
CallPilot 150 Basic Call Center Telephone Administration Guide
14Press NEXT.
15Press NEXT
.
16Press CHNG
 to change the method of call distribution to Preferred 
(Prefer) and press NEXT
or
press NEXT
 to accept the default of Longest idle (Idle).
17Press CHNG
 if you want to specify an overflow time
or
press NEXT
 and go to step 19.
18Enter the amount of time you want to elapse before the call 
overflows to the other skillset and press OK
.
19Press CHNG
 if you want to change the default Break time
or
press NEXT
 to accept the default time 00:30 and go to step 21.
20Enter the Break time and press OK
.
This is a four digit field. Add a zero to any single digit hour or 
minute.
21Press NEXT
.
22Press CHNG
 to set up a Delay Answer time
or
press NEXT
 and go to step 24.
23Enter a Delay Answer time and press OK
.
This is a four digit field. Add a zero to any single digit hour or 
minute.
24Press NEXT
.
25Press CHNG
 to assign an attendant to the skillset
or
press NEXT
 and go to step 27.
26Enter the extension number of the attendant set.
27Press NEXT
.
MWI ext:  xx
CHNG                      NEXT
Password
RESET                     NEXT
Method:  Idle
CHNG                      NEXT
Overflow:  00:00
CHNG                     NEXT
Overflow mmss:
RETRY                        OK
Break:   00:30
CHNG                     NEXT
Break mmss:
RETRY                        OK
Break:  xx:xx
CHNG                      NEXT
Delay ans: 00:00
CHNG                     NEXT
Delay ans mmss:
RETRY                        OK
Delay ans:  xx:xx
CHNG                      NEXT
Atdt:  (none)
CHNG                     NEXT
Ext:
RETRY                    QUIT
Atdt:  xx
CHNG                      NEXT 
						

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28Press CHNG to use the alternate language prompts and press NEXT
or
press NEXT
 to use the primary language prompts.
29Press CHNG
 to change the service mode for Monday
or
press NEXT
.
30Enter the Day Routing Table start time and press OK
.
This is a four digit field. Add a zero to any single digit hour or 
minute.
31Press AM
 or PM.
32Enter the Night Routing Table start time and press OK
.
This is a four digit field. Add a zero to any single digit hour or 
minute.
33Press AM
 or PM.
34The start times for the Day and Night Routing Tables for Monday 
are shown.
Press NEXT
.
35Repeat steps 28 through 33 to set up the Day and Night Routing 
Tables for the rest of the week.
36Press ® to end the session
or
repeat steps 4 through 33 to set up another skillset.
Prompt lang:  pri
CHNG                      NEXT
Mo:  24 hour
CHNG                      NEXT
Day start: hhmm
RETRY                        OK
Day hhmm:  xxxx
RETRY         AM           PM
Night start: hhmm
RETRY                        OK
Night hhmm:  xxxx
RETRY         AM           PM
Mo:  xxxxa-xxxxp
CHNG        24HR     NEXT
Tu:  24 hour
CHNG                      NEXT 
						

							Chapter 5  Setting up skillsets    39
CallPilot 150 Basic Call Center Telephone Administration Guide
Enabling a skillset
After you set up a skillset, calls will not be answered until you enable it. If you disable a skillset, 
no new calls are accepted in the skillset. Calls that are in the skillset are distributed until the calls 
are ended.
Before you can enable a skillset you must:
set up the skillset using the procedure “To set up a skillset” on page 36
initialize and record a greeting for the skillset mailbox using the procedure “Initializing a 
skillset mailbox” on page 48
set up the Day and Night Routing Tables using the procedures in Chapter 9, “Routing table 
administration,” on page 103.
To enable a skillset
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 enable and press OK
.
6Press CHNG
 to change the status from disabled to enabled.
7The display shows that the skillset is enabled.
8Press ® to end the session.
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
Skillset:
RETRY        QUIT       OK
Status: Disabled
CHNG                     NEXT
Status: Enabled
CHNG                     NEXT 
						

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Disabling a skillset
You must disable a skillset if you want to change the skillset properties or administer the lines.
If you disable a skillset, no new calls go to the skillset. Any calls that are in the skillset are 
distributed until the calls are ended.
To disable a skillset
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 disable and press OK
.
6Press CHNG
 to change the status from enabled to disabled.
7The display shows that the skillset is disabled.
8Press ® to end the session.
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
Skillset:
RETRY        QUIT       OK
Status: Enabled
CHNG                     NEXT
Status: Disabled
CHNG                     NEXT