Nortel Networks Call Center Instructions Manual

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Nortel Networks Call Center Set Up and Operation Guide
Adding a Greeting step
Greeting steps play a message to waiting callers.
To add a Greeting step
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillsets List page appears.
4Click the Day or the Night link for the skillset to which you want to add a greeting step.
The Day or the Night Routing Table page appears. 

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5Click the Insert link.
The Routing Step page appears.
6At the Step Type option, select Greeting and enter the greeting number you want to use.
7If you want the caller to listen to the entire message before they transfer to an agent, select the 
Forced Play check box.
8At the Intelligent Caller Input Routing option, select how you want callers to be able to 
transfer their calls:
 Select None if you do not want callers to be able to transfer their...

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— Select the Operator check box if you want callers to be able to transfer to the 
Operator. By default callers press 

to transfer to the Operator. You can assign a 
different dialpad button by selecting a number from the list box.
— Select the Skillset Mailbox check box if you want callers to be able to transfer to the 
skillset mailbox. By default callers press 
 to transfer to the skillset mailbox....

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Adding a Distribute for step
Distribute for steps put callers on hold while they wait for an agent.
To add a Distribute for step
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillset List page appears.
4Click the Day or the Night link for the skillset you want to add a distribution step to.
The Day or Night Routing Table page appears for the skillset.
5Click the Insert link for the step you want to add...

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Adding a Goto step
Goto steps send a caller to another step in the routing table. You can add a Goto step only to the 
end of a routing table.
To add a Goto step
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset link.
The Skillset List page appears.
4Click the Day or the Night link for the skillset you want to add a Goto step to.
The Day or the Night Routing Table page appears....

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Adding a Transfer step
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillset List page appears.
4Click the Day or the Night link for the skillset you want to add a Transfer step to.
The Day or the Night Routing Table page appears.
5Click the Insert link for the step you want to add a Transfer step to.
The Routing Step page appears.
6Select where you want to transfer the call to:
 if you want to...

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Adding a Disconnect step
Disconnect steps release a call from the skillset it is in. If the first step in a routing table is a 
Disconnect step, Call Center does not answer the line.
To add a disconnect step
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillsets List page appears.
4Click the Day or the Night link for the skillset you want to add a disconnect...

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Assigning Routing Table hours of operation
To assign the routing table hours of operation for each day of the week, you set the start times for 
the Day and Night Routing Tables for each skillset. The start times determine which routing table 
is used for the skillset.
You can also leave the default as 24 hour operation. If you select 24 hour operation, the skillset 
uses the Day Routing Table only for that day.
To assigning hours of operation to a...

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5For each day of the week set the hours of operation for the skillset:
 to have the skillset operate in 24 hour mode, leave the 24 hr Service check box selected 
for that day
 to set the start time for the Day Routing Table, in the Day Start Time box enter the start 
time in 24 hour format
 to set the start time for the Night Routing Table, in the Night Start Time box enter the 
start time in 24 hour...

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Setting the Service Mode for skillsets
You must set the Service Mode the skillset uses so that calls are answered correctly.
Before you set the Service Mode you must:
 configure a skillset
 set up at least a Day Routing Table for the skillset
The default Call Center Service Mode is 24 hour operation. You can change the hours of operation 
using the Operator Feature Code (
). There are six possible Service Modes:
To set the Service Mode for a...