Nortel Networks Call Center Instructions Manual
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101 Nortel Networks Call Center Set Up and Operation Guide Chapter 8 Recording Call Center Greetings About Call Center greetings Call Center greetings encourage callers to stay on the line until an agent is available. You can record greetings in different languages and change them as often as you like. You can include information in your greetings such as: your hours of service a request for callers to have their account number ready how to leave a message an announcement of a sale product lists upcoming special events The table “A comparison of Basic and Professional Call Center” on page 13 shows how many greetings you can record, depending on which Call Center you use. Types of Call Center greetings You can record different types of greetings for Call Center. Before you record your greeting, determine what information the greeting includes. When you prepare your greeting, include important times and dates. Keep greetings as short and concise as possible. Use the following examples of greetings as a reference. General company greetingThe general company greeting informs callers that they have reached the correct company. It can also include the location and business hours of your company. “Thank you for calling Bridgestone Computers. We are located at 52 Main Street. Our hours of service are Monday to Friday from 8:00 until 5:00. Please stay on the line and an agent will be with you as soon as possible. Or press to leave a message and one of our agents will return your call.” Please wait greetingPlease wait greetings encourage callers to stay on the line. “All our agents at Bridgestone Computers are currently busy, but please hold as your call is very important to us.“ Information greetingAn information greeting provides messages and announcements to callers. “ Thank you for calling Bridgestone Computers. This week we have extended our hours until we sell all spring merchandise. We will be open until 9:00 pm Monday through Thursday, and we will be open until midnight on Friday! Please come in and see us at 52 Main Street.”
102 Chapter 8 Recording Call Center Greetings P0919436 03 Transfer greetingA transfer greeting lets a caller transfer their call. “Please press 1 to leave a message and one of our agents will return your call. Press 2 to return to the previous choices.” Non-business hours greetingYour non-business hours greeting will be played after your business is closed: “ You have reached Bridgestone Computers. Our hours of service are Monday to Friday from 8:00 until 12:00 and 1:00 until 5:00. To leave a message, please press zero. An agent will return your call when we re-open. Thank you for calling. ”
Chapter 8 Recording Call Center Greetings 103 Nortel Networks Call Center Set Up and Operation Guide Recording a Call Center greeting Before you record a greeting, write the greeting out so that you include everything that you want to say. We recommend that you record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20 seconds, callers must wait in a skillset a longer time before they hear another greeting. To record a call center greeting 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Greetings link. The Call Center Greetings page appears.
104 Chapter 8 Recording Call Center Greetings P0919436 03 4Click the Voice link for the number of the greeting you want to record. The page you can record a greeting from appears. 5In the Connect to box, type the extension number or telephone number you are using to record the greeting. For a local extension, type the extension number. For a telephone number that is not a local extension, type the sequence of digits that dial the telephone number from the voicemail system. For example, you might need to dial 9, the area code, and then the telephone number. 6Click the Record button. The telephone rings. 7Pick up the handset. Do not use Handsfree. After the tone, record your greeting. 8After you finish recording your prompt, click the Stop button. 9To listen to the prompt, click the Play button or to save the recording, click the Save button. The recording replaces a previously recorded greeting. 10Click the Close button and replace the telephone handset. You can disconnect the telephone by clicking the Hang Up button or replacing the telephone handset. The next time you use Play or Record, the phone number shown in the Connect to box is dialed. You do not need to hang up each time. The connection remains for several minutes, even if you close the page. You can access another greeting without having to re-answer your telephone. The connection disconnects after several minutes of inactivity, or if you log off CallPilot Manager.
Chapter 8 Recording Call Center Greetings 105 Nortel Networks Call Center Set Up and Operation Guide Importing a Call Center greeting If you use Professional Call Center on Business Communications Manager 2.5 you can import a previously recorded greeting. You cannot import a previously recorded greeting if you use CallPilot 150. To import a previously recorded greeting or prompt 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Greetings link. The Call Center Greetings page appears. 4Click the Voice link for the number of the greeting you want to record. The page you can record a greeting from appears. 5If you know the location of the greeting, in the Import box type the location of the file and click the Send button or if you do not know the location of the greeting, at the Import option click the Browse button and follow steps 6 through 9. The Open dialog box appears. 6From the Look in list, select the location of the file. 7In the File name box, type the file name. 8From the Files of type list, select the file type. 9Click the Open button. 10Click the Send button. 11To play the greeting or prompt, in the Connect to box type an extension or telephone number and click the Play button. Your telephone rings. 12Answer the phone to listen to the greeting. 13Click the Save button to save the greeting. The greeting you save replaces the previously recorded greeting. 14Click the Close button and replace the telephone handset.
106 Chapter 8 Recording Call Center Greetings P0919436 03 Exporting a Call Center greeting If you use Professional Call Center on Business Communications Manager 2.5, you can export a previously recorded greeting to a computer file in WAV or in its native format. You cannot export a previously recorded greeting or prompt if you use CallPilot 150. Export the greeting in its native format if you want to re-import the file later. You can re-import the file to your system or another Call Center or CallPilot system. Export the file in its native format if you want to use the same greetings at different company locations. If you keep the file in its native format, you avoid converting the file to another format, which can lessen its sound quality. Export the greeting or prompt in WAV format if you want to edit the sound file on your computer. To export a previously recorded greeting 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Greetings link. The Call Center Greetings page appears. 4Click the Voice link for the number of the greeting you want to export. The page you can export a greeting from appears. 5At the Export option click either the Native Encoding or WAV Encoding link. The File Download dialog box appears. 6Click Save this file to disk and click the OK button. The Save As dialog box appears. 7From the Save in list box, navigate to where you want to save the file and click the Save button.
107 Nortel Networks Call Center Set Up and Operation Guide Chapter 9 Setting up Routing Tables About Routing Tables Routing tables determine how the system answers, holds and routes incoming calls to agents in your call center. You set up routing tables to handle incoming calls for each skillset. A call in a skillset receives the treatment specified by the routing table. The treatment can be a combination of greetings, transfers, distribution, and being on hold. If an agent becomes available, the call is sent to the available agent. Each skillset has a Day and a Night Routing Table. Set up the Day Routing Table for your business hours. Set up the Night Routing Table for your non-business hours. The maximum number of steps you can add to a routing table is 20. You can record the routing table steps you create in “Routing Tables” on page 178. About Intelligent routing Intelligent routing gives you tremendous flexibility in controlling how calls are routed. Intelligent routing includes these methods for moving a call, based on various conditions: Intelligent CLID/DNIS Routingthe ability to route calls according to Voice Button, CLID/ANI, DNIS, ISDN Calling Number this routing is applied when the call first enters the Call Center for information on CLID/DNIS routing, refer to “Setting up CLID/DNIS Routing” on page 43. Intelligent Caller Input Routing, Basicthe ability to route calls to the Automated Attendant, a CCR Tree, an operator or a skillset mailbox this routing is applied when callers press a key in response to instructions in a greeting Intelligent Caller Input Routing, Advancedincludes the Basic capabilities plus the ability to create rules that route calls to other skillsets and locations depending on the caller input is available if you use Professional Call Center Intelligent Overflow Routingroutes calls to extensions, mailboxes, external phone number, the Automated Attendant, the skillset mailbox or CCR Tree as a transfer target lets you change the priority of the call is available if you use the Business Communications Manager 2.5 system
108 Chapter 9 Setting up Routing Tables P0919436 03 Intelligent Overflow Routing Use Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset for an agent. You can specify that a waiting call: overflows to one or more skillsets and keeps its conditions and original skillset greetings moves to another skillset where the call loses its conditions, becomes part of the new skillset, and hears the new skillset greetings. The system tracks the total length of the call from the time the call enters the system until it is answered. transfers to the skillset mailbox transfers to an extension, mailbox, external telephone number, CCR Tree, Automated Attendant or operator changes in priority level Intelligent Overflow Routing handles calls differently depending on the rules that you create. Each rule is based on a mode, one or more conditions, and one or more actions. Mode Intelligent Overflow Routing looks at the mode the skillset is in to determine how to handle a call. A skillset can be in Day mode, Night mode, or 24 Hour Service. Each mode can have its own rules for how to handle calls. The default mode is Day. Condition After Intelligent Overflow Routing determines what mode the skillset is in, Intelligent Overflow Routing determines what conditions apply to the call. The two possible conditions are: Whether the timer expires. You set the length of time a call waits for an agent before the call is sent to the destination that you specify. The maximum time a call can wait is 59:59. When a call enters a skillset, the timer starts at 00:00. Overflow rules are applied according to the time a call is in a skillset, not according to the total time a call is in the system. For example, if you set up skillset 1 to move a call to skillset 2 after five minutes, and you set up skillset 2 to move a call to skillset 1 after two minutes, a call in skillset 1 will be moved to skillset 2 after five minutes. The call will move back to skillset 1 after an additional two minutes, then back to skillset 2 after an additional five minutes. Whether there are agents logged on to the skillset. If there are no agents logged on to the skillset, the call is sent to the destination that you specify. If you select the Agents Not Logged In check box, the overflow rule applies if there are no agents logged on to the skillset. If you do not select the Agents Not Logged On check box, the overflow rule applies if there are agents logged on to the skillset. Note: Overflow rules apply only after Routing Table steps are completed. Note: You can select both conditions within the same rule.
Chapter 9 Setting up Routing Tables 109 Nortel Networks Call Center Set Up and Operation Guide Action When Intelligent Overflow Routing determines that a condition is met for the call, the call goes to the destination you specify. Possible actions are: moving the call to a new skillset. The caller hears the greetings for the new skillset. overflowing the call to one or more skillsets. The caller continues to hear the greetings from the original skillset. sending the call to the skillset mailbox transferring the call to an extension, external number, mailbox, Automated Attendant, CCR Tree or operator changing the priority of the call
110 Chapter 9 Setting up Routing Tables P0919436 03 Examples of Intelligent Overflow Routing rules Intelligent Overflow Routing gives you flexibility in setting the rules for how calls are handled. The following tables show examples of different ways you can configure Intelligent Overflow Routing rules. Example 1 In this example, calls to the call center go to skillset 1, which is the company’s service department. If a call is not answered by an agent within two and a half minutes, the call overflows to skillsets 2 and 3, the sales department skillsets. An agent from any of the three skillsets can answer the call. The Call Center Administrator: selects the Day service mode sets the timer for 2 minutes and 30 seconds selects Overflow to Skillset as the action selects skillsets 2 and 3 Mode Conditions Action Explanation Day 02:30 Overflow: 2,3 This Intelligent Overflow Routing rule applies only if there are one or more agents are logged on. If a call is not answered by an agent before 2 minutes and 30 seconds, the call overflows to skillsets 2 and 3. When a call overflows, it also remains queued at the original skillset destination. Note: If you want calls to overflow to multiple skillsets, specify all the skillsets in the same rule. The call bypasses skillsets with busy agents and overflows to the next skillset with an available agent.