Nortel Networks Call Center Instructions Manual
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101 Nortel Networks Call Center Set Up and Operation Guide Chapter 8 Recording 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 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...
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102 Chapter 8 Recording Call Center Greetings P0919436 03 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...
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Chapter 8 Recording Call Center Greetings 103 Nortel Networks Call Center Set Up and Operation Guide 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 1Start CallPilot...
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104 Chapter 8 Recording Call Center Greetings P0919436 03 4Click the Voice link for the number of the greeting you want to record. The page you can record a greeting from appears. 5In the Connect to box, type the extension number or telephone number you are using to record the greeting. For a local extension, type the extension number. For a telephone number that is not a local extension, type the sequence of digits that dial the telephone number from the voicemail system. For example, you might...
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Chapter 8 Recording Call Center Greetings 105 Nortel Networks Call Center Set Up and Operation Guide Importing a Call Center greeting If you use Professional Call Center on Business Communications Manager 2.5 you can import a previously recorded greeting. You cannot import a previously recorded greeting if you use CallPilot 150. To import a previously recorded greeting or prompt 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Greetings link. The Call Center Greetings page...
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106 Chapter 8 Recording Call Center Greetings P0919436 03 Exporting a Call Center greeting If you use Professional Call Center on Business Communications Manager 2.5, you can export a previously recorded greeting to a computer file in WAV or in its native format. You cannot export a previously recorded greeting or prompt if you use CallPilot 150. Export the greeting in its native format if you want to re-import the file later. You can re-import the file to your system or another Call Center or...
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107 Nortel Networks Call Center Set Up and Operation Guide Chapter 9 Setting up Routing Tables About Routing Tables Routing tables determine how the system answers, holds and routes incoming calls to agents in your call center. You set up routing tables to handle incoming calls for each skillset. A call in a skillset receives the treatment specified by the routing table. The treatment can be a combination of greetings, transfers, distribution, and being on hold. If an agent becomes available, the call...
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108 Chapter 9 Setting up Routing Tables P0919436 03 Intelligent Overflow Routing Use Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset for an agent. You can specify that a waiting call: overflows to one or more skillsets and keeps its conditions and original skillset greetings moves to another skillset where the call loses its conditions, becomes part of the new skillset, and hears the new skillset greetings. The system tracks the total length of the...
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Chapter 9 Setting up Routing Tables 109 Nortel Networks Call Center Set Up and Operation Guide Action When Intelligent Overflow Routing determines that a condition is met for the call, the call goes to the destination you specify. Possible actions are: moving the call to a new skillset. The caller hears the greetings for the new skillset. overflowing the call to one or more skillsets. The caller continues to hear the greetings from the original skillset. sending the call to the skillset...
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110 Chapter 9 Setting up Routing Tables P0919436 03 Examples of Intelligent Overflow Routing rules Intelligent Overflow Routing gives you flexibility in setting the rules for how calls are handled. The following tables show examples of different ways you can configure Intelligent Overflow Routing rules. Example 1 In this example, calls to the call center go to skillset 1, which is the company’s service department. If a call is not answered by an agent within two and a half minutes, the call...