Nortel Networks Call Center Instructions Manual

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Nortel Networks Call Center Set Up and Operation Guide
Chapter 13
Tips for operating Call Center
This chapter provides tips to improve the operation of Call Center.
Agent administration
 Agents can log on to any telephone on the system.
 Call Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an 
abandoned agent set. If an agent does not answer a call within a specified number of rings, the 
call returns to the skillset to be presented to another agent, and the...

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Routing Table administration
 Use Forced Play greetings sparingly. If you use Forced greetings, keep them as short as 
possible. Many long Forced Play greetings slows transferring calls to agents and causes 
unpredictable increases in distribution times. Calls in other skillsets are not affected.
 When a Forced Play greeting plays for the highest priority call in a skillset, the other lower 
priority calls in the skillset have to wait even...

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How to calculate the longest time a caller can be on hold
The formula used to calculate the longest wait time a caller can be on hold without hearing a 
greeting is:
where:
wait time is the longest time in seconds that a caller can be on hold without hearing a greeting
maximum calls is the maximum number of calls that Call Center can normally handle
— In a call center where external calls are not...

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Tips to improve the efficiency of Call Center
Plan for busy times:
 when you assign agents to the skillsets, assign as many qualified agents as possible to answer 
calls for the skillsets
 have agents log on to a skillset when it gets busy
Plan for slow times:
 for example, if agents are logged on to skillset 1 only, ensure that incoming calls to skillset 2 
overflow to skillset 1. When you set up skillset parameters for skillset 2, assign...

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Chapter 14
Troubleshooting Call Center
This chapter contains troubleshooting information for problems that can occur while setting up and 
operating Call Center.
Resetting passwords
You can reset passwords if they are lost or forgotten.
Resetting the Operator password
You can reset the Operator () password if it is lost or forgotten.
 is used by the receptionist, Operator and Call Center Administrator.
If you reset the Operator password...

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To reset the Operator password using a phone
Resetting the Call Center Administrator password
You can reset the Call Center Administrator password if it is lost or forgotten.
To reset the Call Center Administrator password using CallPilot 
Manager
For how to reset the Call Center Administrator password refer to “Call Center password access” on 
page 20.1Press 
·°fi.
2Press ‡.
In this example, xxx represents the CDN for skillset 1.
3Enter...

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Agent problems
Agent log on problems
If an agent cannot log on at their phone:
 ensure the agent ID and password match
 check to see if the agent is already logged on to a different phone
 check to see if a different agent is logged on to this phone
Features that logged on agents must not use
Agents logged on to a skillset must not use theses features:
Call Park
Instead of using Call Park, agents can...

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Restrictions for using Call Forward No Answer
When an agent’s phone is on Call Forward No Answer to the voicemail extension, the number of 
rings for Call Forward No Answer must be greater than the number of rings for Transfer Callback 
Timeout.
Agents can use Call Forward All Calls, Call Forward No Answer, and Call Forward on Busy only 
to the voicemail extension.
Restrictions for using Call Forward on Busy
When an agent hone is programmed with...

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Skillset problems
Problems enabling skillsets
Make sure that skillsets are assigned a valid CDN before you enable them. If you cannot enable a 
skillset, make sure you assigned it a valid CDN. For information about skillset CDNs refer to 
“Control DN” on page 38.
Problems changing skillset properties
If you cannot change a skillset’s properties, there are two possible reasons:
 The call center skillset...

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Call processing problems
To achieve the most efficient use of your call center, make sure you operate Call Center within its 
maximum limits. If you overload Call Center, slow or unpredictable call processing times can 
occur.
The Call Center maximum configuration limits are 80 active agents, 100 active calls and 50 
skillsets. Although these are the configuration limits for Call Center software, we recommend that 
you are cautious about...