Nortel Networks Call Center Instructions Manual

Chapter 9  Setting up Routing Tables    141
Nortel Networks Call Center Set Up and Operation Guide
Using wildcard characters
You can use the wildcard characters # and * in the match string:
 # matches any single digit
 * matches zero or more digits
When you use the * wildcard character:
 it can appear only once in a match string
 it can appear only at the end of a match string
 it cannot be the only character in a match string
Some examples of using wildcard characters in the match string:
An...

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6The Call Center Administrator created three rules for Rules Table 1:
 rule 4709####. Customers with servers have a personal identification number that begins 
with 4709
 rule 5709####. Customers with desktop computers have a personal identification number 
that begins with 5709
 rule 6709####. Customers with laptop computers have a personal identification number 
that begins with 6709
7The callers’ personal identification number is 67095233,...

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Changing a Caller Input rule
You can change a caller input rule at any time. If you want to change the length for the rules in a 
Caller Input table, refer to “To change the rule length for a Caller Input Table” on page 143. If you 
want to change a specific rule in a table, refer to “To change a Caller Input Rule” on page 143.
To change the rule length for a Caller Input Table
1Start CallPilot Manager....

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Deleting a Caller Input rule
You can delete a Caller Input rule at any time.
To delete a Caller Input rule
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Caller Input Rules link.
The Caller Input Rules Tables page appears.
4Click the Rules link for the table with the rule you want to delete.
The Match Table page appears.
5Click the Delete link for the rule you want to delete.
A message appears that asks you to confirm the...

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Chapter 10
Line administration
Before Call Center can answer an incoming line, you must assign the line to be answered by a Call 
Center skillset. Refer to “A comparison of Basic and Professional Call Center” on page 13 for 
information on how many lines you can configure for your 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...

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To configure a line
1Start CallPilot Manager.
2Click the Auto-Attendant heading.
The Lines Administration page appears.
3Click the Change link for the line you want to assign to a skillset.
The Line Properties page appears.
4From the Answer Mode list box, select Call Center.
5In the Table/Skillset Number box type the number of the skillset you want to answer this line.
6From the Number of rings box select the number of rings before Call Center answers....

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Configuring several lines
1Start CallPilot Manager.
2Click the Auto-Attendant heading.
3 Click the Change Many Lines link.
The Change Many Lines page appears.
4In the From box type the number of the first line to add.
5In the To box type the number of the last line to add.
6From the Answer Mode list box select Call Center.
7In the Table/Skillset Number box type the number of the skillset you want to answer these...

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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
.
2Press OPER
....

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Chapter 11
Setting up Call Center general properties
Setting up Call Center includes assigning the language and setting up general Call Center 
properties.
You can generate a System Configuration Report to see a snapshot of your Call Center settings.
You can enable Software Authorization Codes if you want to increase the number of agents at your 
call center or enhance your call center with options such as Multimedia Call Center.
Assigning the...

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4If you want to use a Primary and an Alternate language, select the Enable Bilingual check 
box. If you clear this check box alternate language prompts are not available.
Disabling bilingual operation affects:
 language designations for Automated Attendant greetings
 voice prompt selections for callers who use the Automated Attendant
 voice prompt selections for callers who transfer to mailbox greetings
5Select a primary language...