Nortel Networks Call Center Instructions Manual

Chapter 4  Setting up Call Center agents    31
Nortel Networks Call Center Set Up and Operation Guide
Adding an agent or a supervisor
You can use the table “Call Center agents” on page 175 to record the agents you add.
To add an agent
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Agent List link.
The Call Center Agent List appears.
4Click the Add button.
The Add Agent page appears.
5If you want to change the Agent ID number, in the Agent ID box type the new Agent ID.
6In the Name...

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Adding more than one agent
You can save time by adding more than one agent at a time. When you add multiple agents, the 
agents have the default agent name and parameters.
You can use the table “Call Center agents” on page 175 to record the agents you add.
To add more than one agent
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Add Many Agents link.
The Add Many Agents page appears.
4In the From box type the lowest agent ID...

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Nortel Networks Call Center Set Up and Operation Guide
Changing agent information
You can change an agent’s:
name
 supervisor status
 Automatic Answer setting
 Missed Call Option
 Accepted Call Types
To change agent information
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Agent List link.
The Agent List page appears.
4Click the Change link for the agent you want to change.
The Change Agent page appears.
5Change the properties...

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Deleting an agent
Deleting an agent removes the agent from Call Center. The agent is removed from the Agent List 
and all the skillsets they are assigned to.
If you want to remove an agent from a skillset, refer to “Removing an agent from a skillset” on 
page 51.
To delete an agent
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Agent List link.
The Agent List page appears.
4Click the Delete link for the agent you want to...

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Nortel Networks Call Center Set Up and Operation Guide
Logging an agent off
Agents usually log out when they are no longer available to receive calls. If an agent leaves and 
does not log off, you can log the agent off. An agent that is logged off does not receive any new 
Call Center calls.
To log an agent off
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Agent List link.
The Agent List page appears.
4Click the Force Off link for the...

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Nortel Networks Call Center Set Up and Operation Guide
Chapter 5
Setting up skillsets
About skillsets
Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold 
calls for different call center departments, such as sales and technical support.
The maximum number of skillsets you can set up depends on whether you have Basic or 
Professional Call Center, and whether you use the CallPilot 150 or Business Communications 
Manager 2.5 system. For more information...

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Skillset properties
SkillsetThe number between 1 and 50 that is assigned to the skillset.
Control DNThe Control Directory Number is the extension associated with the skillset. 
Incoming calls transfer to the CDN of each skillset from extensions, the 
Automated Attendant or Custom Call Routing. The CDN is the skillset 
mailbox number.
When you assign a CDN to a skillset:
It can be a B1 extension number that is not connected to any telephone 
or...

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Nortel Networks Call Center Set Up and Operation Guide
MWI DN
(Message Waiting Indication 
extension)The Message Waiting Indication extension is an optional phone number 
that indicates that a skillset mailbox has messages waiting. The MWI 
extension that you assign shows 
Message for you on the telephone display 
when there are new messages in the skillset mailbox. The MWI DN 
defaults to None. If you forget the MWI extensions for a skillset mailbox, 
you can view...

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Setting up or changing a skillset
You can record skillset properties in the table “Call Center skillsets” on page 173.
To set up or change a skillset
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillset List page appears.
4If you want to set up a skillset, click the Configure link for the skillset you want to set up
or
if you want to change a skillset, click the Properties link for the skillset you want to...