Nortel Networks Call Center Instructions Manual
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Chapter 2 About setting up Call Center 21 Nortel Networks Call Center Set Up and Operation Guide Setting up Call Center from a two line display telephone You cannot use a single line display telephone to set up and administer Call Center on Business Communications Manager 2.5 or CallPilot 150. You must use a two line display telephone. Two line display phones show CallPilot and Call Center commands and options. A two line display can show up to three display options at once. In some instances, an...
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22 Chapter 2 About setting up Call Center P0919436 03 Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters. Each button represents a number and letters of the alphabet. Letters and numbers on the dialpad The display can show up to 16 characters. The prompt remains on the display if you enter fewer than ten characters. If you enter information where the prompt and the information is fewer than 16 characters, you can see both the prompt and the information...
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Chapter 2 About setting up Call Center 23 Nortel Networks Call Center Set Up and Operation Guide Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad. About telephone buttons This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use. You can enter , ƒ or and the code to use a feature. For example, press to access your...
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24 Chapter 2 About setting up Call Center P0919436 03 Checking which telephone mailbox interface you use CallPilot supports two interfaces: Norstar Voice Mail and CallPilot. The System Administrator determines which interface is assigned to your mailbox. Follow the procedures in this guide that apply to the interface you use. Some procedures apply to both interfaces. To check which mailbox interface you use 1Press . Follow the voice prompts or the display button options to open your mailbox....
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25 Nortel Networks Call Center Set Up and Operation Guide Chapter 3 Using Feature Codes You use Feature Codes to perform Call Center functions on your telephone. Feature Codes Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call Center can also use custom Feature Codes. If the default Feature Codes are used by another application, your system automatically assigns custom Feature Codes. If your System Administrator has assigned custom Feature Codes, you can...
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26 Chapter 3 Using Feature Codes P0919436 03 Programming a memory button with a Feature Code Each Feature Code can be programmed to a memory button. We recommend that you use memory buttons with indicators to program the Feature Codes. A memory button indicator is the triangle next to a memory button. You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready status of agents. For information about how the status appears, refer to the Nortel Networks Call Center...
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Chapter 3 Using Feature Codes 27 Nortel Networks Call Center Set Up and Operation Guide Feature Codes used by the Call Center Administrator Use this Feature Code To... Open Mailbox open skillset mailboxes record skillset mailbox greetings listen to messages in the skillset mailbox Operator Settings set or change the operator extension indicate whether the operator is available select the day and night service modes for skillsets change the password for Operator Settings For...
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28 Chapter 3 Using Feature Codes P0919436 03 Feature Codes used by Call Center agents and supervisors If you have Custom Feature Codes, record them in the table “Feature Codes” on page 172. Agent Feature Codes For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent Guide. For more information on Feature Codes used by supervisors, refer to the “Feature Codes used by the Call Center Administrator” on page 27. Agents use this Feature Code To... Open Mailbox ...
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29 Nortel Networks Call Center Set Up and Operation Guide Chapter 4 Setting up Call Center agents Agents handle the calls in your call center. Supervisors are agents with additional capabilities. Supervisors can change their own password and monitor calls between agents and callers. About adding agents Before you can add agents to your Call Center you must purchase and enable a Software Authorization Code for the number of agents that you want to add. The number of agents you can add to your call...
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30 Chapter 4 Setting up Call Center agents P0919436 03 In addition to these agent properties, if you use Professional Call Center you can assign agents Dynamic Priority when you assign them to a skillset. For more information refer to “Dynamic Agent Priority” on page 48. Missed Call OptionThe Missed Call Option controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agents telephone to respond as it does with the Not Ready feature enabled. Automatic Logout...