Nortel Networks Call Center Instructions Manual
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Chapter 9 Setting up Routing Tables 111 Nortel Networks Call Center Set Up and Operation Guide Example 2 In this example, calls to the call center go to skillset 1, which is the company help line. If there are no agents logged on to the help line, the call moves to skillset 2, which is the company’s service department. When a call moves to a new skillset, it does not remain queued at the original skillset destination. The Call Center Administrator: selects the Day service mode selects the Agents not logged in check box selects Move to Skillset as the action selects skillset 2 Example 3 In this example, calls to the call center go to skillset 1, which is the company help line. If no agents are logged on to skillset 1, the call immediately moves to skillset 2. If agents are logged on to skillset 1 and the call is not answered within two and a half minutes, the call transfers to the skillset mailbox where the caller can leave a message. The Call Center Administrator creates two rules. In the first rule the Call Center Administrator: selects the 24 Hour service mode selects the Agents not logged in check box selects Move to Skillset as the action selects skillset 2 In the second rule the Call Center Administrator: selects the 24 Hour service mode sets the timer to 2 minutes and 30 seconds selects the skillset mailbox as the action Mode Conditions Action Explanation Day No Agents Move to Skillset 2 Intelligent Overflow Routing checks to see whether agents are logged on to skillset 1, but does not check the timer. If there are no agents logged on to skillset 1, the call moves to skillset 2 and gets the new greetings for skillset 2. When a call moves to a new skillset, it does not remain queued at the original skillset destination. Mode Conditions Action Explanation 24 Hour No Agents Move to Skillset 2 The call moves to skillset 2 if no agents are logged on. If agents are logged on and the call is not answered within 2 minutes and 30 seconds, the call transfers to the skillset mailbox. 24 Hour 02:30 Skillset Mailbox
112 Chapter 9 Setting up Routing Tables P0919436 03 Example 4 In this example, calls to the call center go to skillset 1, which is the company’s help line. If the call is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1, the call overflows to skillset 2, which is the service department. If the call is not answered within an additional two minutes, the call transfers to the skillset mailbox where the caller can leave a message. The Call Center Administrator creates two rules. In the first rule the Call Center Administrator: selects the Day service mode sets the timer to 2 minutes and 30 seconds selects the Agents not logged in check box selects Overflow to skillset as the action selects skillset 2 In the second rule the Call Center Administrator: selects the Day service mode sets the timer to 4 minutes and 30 seconds selects the skillset mailbox as the action Example 5 In this example, calls to the call center go to skillset 1, which is the company’s help line. The Night Service Mode is set to start at 6:00 pm. After 6:00 pm there are no other skillsets with agents logged on. If no agents are logged on to skillset 1 or if the call is not answered by an agent within two and a half minutes, the call transfers to the skillset mailbox. In this example, the Call Center Administrator inserts two rules. The Call Center Administrator: selects the Night service mode for both rules sets the timer to 2 minutes and 30 seconds as the condition for the first rule selects the Agents not logged in check box as the condition for the second rule selects the skillset mailbox as the action for both rules Mode Conditions Action Explanation Day 02:30 and No Agents Overflow: 2 The call overflows to skillset 2 after the call is in skillset 1 for 2 minutes and 30 seconds and if there are no agents logged on to skillset 1. If the call is not answered within an additional 2 minutes the call transfers to the skillset mailbox. Day 04:30 Skillset Mailbox Mode Conditions Action Explanation Night 02:30 Skillset Mailbox The call transfers to the skillset mailbox if the call is not answered within 2 minutes and 30 seconds. Night No Agents Skillset Mailbox The call transfers to the skillset mailbox if there are no agents logged on to skillset 1.
Chapter 9 Setting up Routing Tables 113 Nortel Networks Call Center Set Up and Operation Guide Example 6 In this example, calls to the call center go to skillset 1, which is the company’s order desk. Skillset 1 agents are the company’s experienced sales agents. If no agents are logged on to skillset 1 and if the call is not answered by an agent within two and a half minutes, the call overflows to skillset 2. Skillset 2 agents are the company’s less experienced sales agents. The Call Center Administrator: selects the Day service mode sets the timer to 2 minutes and 30 seconds selects the Agents not logged in check box selects Overflow as the action selects skillset 2 Example 7 In this example, calls to the call center are answered by skillset 1, the company’s sales skillset. If a call is not answered within 10 seconds, it overflows to skillsets 2, 3 and 4. If the call is not answered within an additional 20 seconds, the call goes to the skillset 1 mailbox. The Call Center Administrator creates two rules. In the first rule the Call Center Administrator: selects the Day service mode sets the timer to 10 seconds sets Overflow as the action selects skillsets 2, 3 and 4 In the second rule the Call Center Administrator: selects the Day service mode sets the timer to 20 seconds selects the skillset mailbox as the action Mode Conditions Action Explanation Day 02:30 and No Agents Overflow: 2 The call overflows to skillset 2 if the call is not answered within 2 minutes and 30 seconds and if there are no agents logged on to skillset 1. Mode Conditions Action Explanation Day 00:10 Overflow: 2, 3, 4 The call overflows to skillsets 2, 3 and 4 if the call is not answered within 10 seconds. The call goes to the skillset mailbox if it is not answered within an additional 20 seconds. Day 00:20 Skillset Mailbox Note: We recommend a minimum of 10 seconds between timer rules.
114 Chapter 9 Setting up Routing Tables P0919436 03 Assigning Intelligent Overflow Routing to a skillset 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Skillset List link. The Skillset List page appears. 4Click the Overflow link for the skillset you want to add Intelligent Overflow Routing to. The Overflow Rule Table page appears. 5Click the Insert link for Rule 1. The Overflow Rule page appears. 6From the Service Mode list box select Day, Night or 24 Hour.
Chapter 9 Setting up Routing Tables 115 Nortel Networks Call Center Set Up and Operation Guide 7Select the Timer check box if you want Intelligent Overflow Routing to time how long the call waits, and enter the time that a call waits in the skillset before it goes to the destination that you specify. 8Select the Agents Not Logged In check box to if you want Intelligent Overflow Routing to check whether there are agents logged on to the skillset or do not select the Agents Not Logged In check box and Intelligent Overflow Routing does not check to see if agents are logged on to the skillset. 9At the Action option, select the destination for calls: to send the call to another skillset, select Move to Skillset, and from the list box select the skillset you want to move to call to. If you also want to change the priority of the call, from the New Call Priority list box select a new priority for the call. The default is 10. to send the call to the skillset mailbox, select Send to Skillset Mailbox to overflow the call to another skillset: — Select Overflow to Skillset and click the Specify link. The Overflow to Skillset Configuration page appears. — Select the check box for the skillset you want to overflow to, and click the Submit button. — If you want to change the priority of the call, from the New Call Priority list box select a new priority for the call. The default is 10. to transfer the call to an extension, select Transfer to Extension and enter the extension number to transfer the call to a mailbox, select Transfer to Mailbox and enter the mailbox number to transfer the call to an external number: — Select Transfer to External — Enter the external number —From the Outdial list box select Line, Pool or Route — If you select Line or Pool, enter the line or line pool number to transfer the call to the Automated Attendant, select Transfer to Auto Attendant to transfer the call to an operator select Transfer to Operator to transfer the call to a CCR Tree, select Transfer to CCR and from the list box select the number of the CCR Tree you want to transfer the call to 10Click the Submit button. Note: You or the System Administrator must set up a CCR Tree before callers can transfer to it. For how to set up a CCR Tree, refer to the CallPilot Manager Set Up and Operation Guide.
116 Chapter 9 Setting up Routing Tables P0919436 03 Moving an Intelligent Overflow rule After you create an Intelligent Overflow rule, you can move it to another location in the Overflow Rule Table. Intelligent Overflow rules are applied to calls in the order that the rules appear in the Overflow Rule Table. To move a rule 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Skillset List link. The Skillset List page appears. 4Click the Overflow link for the skillset that has the rule you want to move. The Overflow Rule Table page appears. 5Click the Move link for the rule you want to move. The Overflow Rule Table - Move page appears. 6Click the Here link for the location you want to move the rule to. The Overflow Rule Table page shows the rule in its new location. 7Click the Close button.
Chapter 9 Setting up Routing Tables 117 Nortel Networks Call Center Set Up and Operation Guide Modifying an Intelligent Overflow Rule 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Skillset List link. The Skillset List page appears. 4Click the Overflow link for the skillset with the rule you want to modify. The Overflow Rule Table page appears. 5Click the Modify link for the rule you want to modify. The Overflow Rule page appears. 6Change the mode, conditions or actions for the rule. 7Click the Submit button. The modified rule appears in the Overflow Rule Table page. 8Click the Close button. Deleting an Intelligent Overflow Rule 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Skillset List link. The Skillset List page appears. 4Click the Overflow link for the skillset with the rule you want to delete. The Overflow Rule Table page appears. 5Click the Delete link for the rule you want to delete. A message appears that asks you to confirm the deletion. 6Click the OK button. The rule is deleted from the Overflow Rule Table page. 7Click the Close button.
118 Chapter 9 Setting up Routing Tables P0919436 03 Day and Night Routing Tables Fax Detection Call Center can detect fax calls and route them to a skillset mailbox. If you want Call Center to detect incoming faxes, you must make your first routing table step: a Greeting step with Forced Play without a transfer with a greeting that is a minimum of 11 seconds long Fax Detection applies only if a fax machine is attempting to transmit a fax at the start of a greeting. If a fax transmission starts several seconds after the start of a greeting, it is possible for the fax tone not to be detected. If you do not set up the routing table so it detects a fax call, some fax calls can be routed to agents, and some fax calls can be routed to the routing table’s skillset mailbox. To enable a routing table to detect fax calls, change the first step. As you create routing tables, each table shows whether it detects faxes. This routing table detects fax calls. Its first step is a Greeting step: that is 11 seconds or longer that is Forced Play that does not have a transfer This routing table does not guarantee fax detection.
Chapter 9 Setting up Routing Tables 119 Nortel Networks Call Center Set Up and Operation Guide About types of Routing Table steps You can add these types of steps to routing tables: GreetingA Greeting step plays a greeting to callers waiting in a skillset. You assign greeting parameters to each greeting. After the greeting plays, the call goes to the next routing step. If there is no next step, the call ends. Distribute forDuring a distribute for step, calls wait to be distributed to agents. If no agents are available before the distribution time expires, the call goes to the next step in the routing table. If there is no next step set up in the routing table, the call ends. The minimum distribution time is zero and the maximum distribution time is 59 minutes and 59 seconds. The default distribution time is 30 seconds. GotoA Goto step is the last step in a routing table. A Goto step moves the caller to an earlier routing step. For example, if a Goto step points to step 1, the call goes back to step 1 and repeats the steps. The steps are repeated until an agent becomes available or the caller leaves a message in the skillset mailbox. The first step in a routing table cannot be a Goto step because there are no possible target steps yet. A Goto step cannot point to itself. For example, if step 6 is a Goto step, you cannot assign 20 as a target Goto step. TransferA transfer step can transfer calls to: an extension a mailbox an external number the Automated Attendant an operator a CCR Tree DisconnectA Disconnect step releases calls from the skillset. If the first step in a routing table is a Disconnect, Call Center does not answer the call. Note: Overflow rules apply only after Routing Table steps are completed.
120 Chapter 9 Setting up Routing Tables P0919436 03 Greeting step parameters You can assign these parameters to greeting steps. If the first step in a routing table is a Greeting step, it can detect fax calls and route them to the skillset mailbox for the routing table. For more information refer to “Fax Detection” on page 118. Forced PlayEnable Forced Play for a greeting that contains important information that you want callers to hear. If an agent becomes available while a caller is listening to a Forced greeting, the greeting is not interrupted. The caller must listen to the entire greeting. If you do not enable Forced Play, when an agent becomes available the greeting is interrupted and the call goes to the available agent. Limit the number of Forced Play greetings and keep Forced Play greetings as short as possible. Long Forced Play greetings increase the transfer time of calls to agents and cause unpredictable increases in distribution times. For more information, refer to “Routing Table administration” on page 162. Intelligent Caller Input Routing, BasicWhile the greeting plays callers can: press to transfer to the Automated Attendant press to transfer to the Operator press to leave a message in the skillset mailbox press to transfer to a CCR Tree These are the default keypad buttons. You can change the keypad buttons. Ensure that the Non-business hours greetings have Intelligent Call Input Routing, Basic enabled so that callers can direct how they transfer their calls. Intelligent Caller Input Routing, AdvancedAdvanced Intelligent Caller Input Routing is available if you use Professional Call Center. Intelligent Caller Input Routing, Advanced uses the Caller Input Rules you create to change the priority and route calls to other skillsets or locations based on caller multi-digit DTMF input. Callers enter a sequence of DTMF digits such as a charge card number or passcode. The caller input is used to determine call treatment. Based on the caller input, the call can change in priority and/or be routed to: the Automated Attendant the Operator the skillset mailbox a CCR Tree a mailbox an extension an external number another skillset Intelligent Caller Input Routing, Advanced parameters: Retries is 0-5, default is 2. This is the number of times a Data Entry step repeats itself on a caller entry error. The Caller Input Rules Table is 1-9, default 1. This is the rules table used for processing the route step. No Intelligent Caller Input RoutingWhile the greeting plays callers cannot press a dialpad button to transfer their call. Call Center ignores buttons pressed on the dialpad. The greeting plays without interruption. This is the default setting. At the end of the greeting, the caller goes to the next routing step. If there is no next step, the call ends.