Nortel Networks Call Center Instructions Manual
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Part No. P0919436 03 Nortel Networks Call Center Set Up and Operation Guide
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2 P0919436 03 Nortel Networks Call Center Set Up and Operation Guide Copyright © 2002 Nortel Networks All rights reserved. 2002. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in...
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Contents 3 Nortel Networks Call Center Set Up and Operation Guide Contents Chapter 1 About Nortel Networks Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Professional and Basic Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Call Center features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Using Call Center with CallPilot . . . . . . . . . . . . . . . . . . . . ....
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4 Contents P0919436 03 Chapter 4 Setting up Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Adding an agent or a supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....
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Contents 5 Nortel Networks Call Center Set Up and Operation Guide Examples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 64 Recording a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Deleting a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Checking...
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6 Contents P0919436 03 Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120 Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Adding a Distribute...
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Contents 7 Nortel Networks Call Center Set Up and Operation Guide Chapter 12 Monitoring Call Center call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Using Display Waiting Calls to monitor call activity . . . . . . . . . . . . . . . . . . . . . . . . . . 160 Chapter 13 Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . ....
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8 Contents P0919436 03
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9 Nortel Networks Call Center Set Up and Operation Guide Chapter 1 About Nortel Networks Call Center This guide leads a Call Center Administrator or a System Administrator through setting up and operating Call Center, and is an ongoing reference. Call Center is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. Calls can be routed based on the...
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10 Chapter 1 About Nortel Networks Call Center P0919436 03 Call Center features Call Center has many features that give your call center advanced and flexible call handling. Intelligent RoutingIntelligent Routing gives you advanced methods for routing calls through your call center. How calls are directed is based on various input conditions. Intelligent CLID/DNIS Routing: is the ability to route calls according to CLID/ANI, DNIS, ISDN Calling Number is applied when calls first enters the Call...