Nortel Networks Call Center Instructions Manual

Chapter 11  Setting up Call Center general properties    151
Nortel Networks Call Center Set Up and Operation Guide
General Call Center properties
When you set up Call Center you must assign values for the general properties. The general Call 
Center properties are:
Primary and Secondary alert times
Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be a greater 
than the Primary alert time. You can have Primary and Secondary alerts for all the calls in the call...

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Reserved channels
Reserved channels are voice channels that are reserved for use by Call Center. If you reserve 
channels you ensure that callers are played skillset announcements, and CallPilot does not use all 
of the voice channels.
A reserved channel is used when:
 a Call Center greeting plays to a caller
 Off-premise Message Notification notifies you that there is a message in a skillset mailbox
Master Client Address
The...

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Setting up general Call Center properties
For information about the general Call Center properties refer to “General call center properties” 
on page 151.
To set up the general Call Center properties
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the General Properties link.
The Call Center Properties page appears.
4To enable the Primary Alert, select the Primary Alert...

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System Configuration Report
The System Configuration Report includes information about Call Center configuration.
The Call Center information in the System Configuration Report:
Call Center ParametersLists the current Call Center general parameters.
Voice Button Propertieswhether Voice Button (Multimedia Call Center) is enabled or disabled
Server Address
Server Port
Call Center agentsLists for each agent:
Agent ID
Agent name...

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To generate the System Configuration Report
1Start CallPilot Manger.
2Click the Reports heading.
3Click the System Configuration link.
The System Configuration Report appears. It can take several minutes to generate the report.
4To print the report, click the Print button.
5When you are finished printing or viewing the report, click the Close button.
Call Center Intelligent CLID/
DNIS...

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Enabling Software Authorization Codes
You enable software authorization codes to install Call Center, to increase the number of agents at 
your call center, and to enhance your call center with options such as Multimedia Call Center and 
Call Center Reporting.
To enable a software authorization code for Business 
Communications Manager 2.5
1Point your web browser to the URL
http://:6800
where  is the IP address of Business...

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To enable a software authorization code for CallPilot 150
1Start CallPilot Manager.
2Click the Configuration heading.
3Click the Installed Options link.
The Installed Options page appears.
4In the Keycode boxes type the software authorization code for the option you want to install.
5Click the Add button.
The option you installed appears in the Installed Options list.
6If you enable the...

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Chapter 12
Monitoring Call Center call activity
Monitoring call activity
There are two ways that you and supervisors can monitor call activity at your call center.
You can monitor call activity by viewing memory buttons that you program with 

(Display Waiting Calls, Skillset Status) and 
 (Log on/Log off, 
Monitor Skillsets). For more information on this method of monitoring, refer to “Primary and 
Secondary alert times” on page 151.
You...

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Using Display Waiting Calls to monitor call activity
In the example shown here, there are calls waiting in skillset 1. In this situation, after you monitor 
the skillsets, you can ask any qualified and available agents from another skillset to log on to 
skillset 1 until the calls in skillset 1 are handled.
To monitor call activity in a skillset
To monitor calls using a one line telephone
You can monitor calls using a one line telephone....