Nortel Networks Call Center Instructions Manual

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Nortel Networks Call Center Set Up and Operation Guide
Delegated access to Call 
CenterYou or the System Administrator can create a password to give a 
supervisor access to Call Center administration.
Multimedia Call CenterIf you have Multimedia Call Center enabled, agents can have multimedia 
sessions with callers. Callers click an HTML voice button icon to connect to 
the call center.
CallPilot ManagerCallPilot Manager is a web-based interface you can...

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Using Call Center with CallPilot
CallPilot has two powerful call routing features: Automated Attendant (AA) and Custom Call 
Routing (CCR). These features route incoming calls to telephones and voice mailboxes. These 
features can also route calls to Call Center skillsets.
Automated Attendant
The Automated Attendant answers incoming calls and presents callers with a greeting. After the 
greeting, the Automated Attendant Menu offers callers a...

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Nortel Networks Call Center Set Up and Operation Guide
A comparison of Basic and Professional Call Center
Features Basic Call Center for 
CallPilot 150Professional Call Center 
for Business 
Communications 
Manager 2.5Basic Call Center for 
Business 
Communications 
Manager 2.5
Number of skillsets 2 50 2
Number of configured agents 
(available agent IDs)20 250 20
Number of agent priority levels 20 20 20
Dynamic agent priority levels Not available 20 Not...

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Delegated Call Center 
Administration: the System 
Administrator can create a 
password to give a Call Center 
Administrator or supervisor 
access to Call Center 
administration.Available Available Available
Intelligent Overflow Routing: 
rules you create to overflow, 
change the priority of, and move 
calls to multiple skillsets, a 
skillset mailbox, an internal or 
external number, a mailbox, the 
Automated Attendant or an...

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Nortel Networks Call Center Set Up and Operation Guide
Call Center maximum capacities
The Call Center maximum configuration limits are:
 80 active agents
 100 configured lines
 50 skillsets
 48 maximum simultaneous incoming calls; up to 24 of these can be VoIP trunks
Related documents
For more information about Call Center refer to the:
Nortel Networks Call Center Agent Guide
• Nortel Networks Call Center Supervisor Guide
 CallPilot 150 Call Center...

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How to get help
USA and Canada
Authorized Distributors - ITAS Technical Support
Telephone:
1-800-4NORTEL (1-800-466-7835)
If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#.
If you do not yet have a PIN Code, or for general questions and first line support, you can enter 
ERC 338#.
Website:
http://www.nortelnetworks.com/itas/
email:
[email protected]
Presales Support (CSAN)
Telephone:
1-800-4NORTEL...

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Nortel Networks Call Center Set Up and Operation Guide
Chapter 2
About setting up Call Center
You can set up Call Center using a display telephone on your phone system, or using the 
web-based CallPilot Manager on a web browser from a computer on your network. For some Call 
Center tasks, such as initializing skillset mailboxes, you must use a phone. If you use Basic Call 
Center on CallPilot 150 you can do many Call Center tasks from a phone. Refer to the CallPilot 
150 Call Center Telephone...

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To start CallPilot Manager on Business Communications 
Manager 2.5
1Point your web browser to http://:6800/CallPilotManager
where  is the IP address of Business Communications Manager 2.5.
For information about the IP address, ask your network administrator.
The Administration Login page appears.
2In the Password box, type the System Administrator password.
3Click the Submit button.
The CallPilot Manager Main Menu appears.
To start CallPilot...

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Nortel Networks Call Center Set Up and Operation Guide
About the CallPilot Manager interface
System timeout
A CallPilot Manager session times out after 10 minutes of inactivity. This is a security feature that 
prevents unauthorized access to the system.
If your session times out, the login page appears and a message that says that the session has 
expired. You must log on to continue programming Call Center.
If the system times out while you are working on a...

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Call Center password access
If you want to limit access to CallPilot Manager, you can create or change a Call Center 
Administrator password that limits CallPilot Manager access to just the Call Center settings.
To create a Call Center Administrator password
1Start CallPilot Manager.
2Click the Configuration heading.
3Click the Access Passwords link.
The Access Passwords page appears.
4In the Call Center Administration box enter the Call Center...